| 08/23/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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My name is XXXX, and my address is XXXX XXXX XXXX XXXX, XXXX, Massachusetts XXXX. I believe that my father XXXX XXXX XXXX was born in XX/XX/XXXX and after suffering from XXXX, among other things, XXXX XXXX in XX/XX/XXXXwas the victim of predatory and deceptive mortgage origination and servicing tactics related to a home equity line of credit that was established in XX/XX/XXXX. To my knowledge, the Bank that is the current holder of the loan at issue, its predecessor bank, and the bank in which the loan originated, are Citizens Bank, N.A., f/k/a RBS Citizens, N.A., s/b/m XXXX XXXX XXXX XXXX, respectively ( the Bank ). To my knowledge, the relevant loan number is XXXX, and file number is XXXX.
My father entered into a loan agreement that used his residence as collateral : XXXX XXXX XXXX XXXX, XXXX, Massachusetts XXXX. He used the proceeds from this loan for improvements on this property. However, my father was never an owner of this property. Instead, XXXX XXXX XXXX XXXX was owned by my fathers second wife until her death in XX/XX/XXXX. I understand that the Bank should never have offered my father a loan using property he did not own as collateral. This was the Banks error. Yet, instead of acknowledging this Bank failure, the Bank has attempted to seek to enforce the terms of this illegitimate loan by attaching my home, XXXX XXXX XXXX XXXX, through means including threats of foreclosure in XX/XX/XXXX and most recently on XX/XX/XXXX, as well as a deceptive letter related to my tax responsibilities sent on XX/XX/XXXX. Accordingly, based on the below, I respectfully request your assistance to resolve this matter.
OVERVIEW In XX/XX/XXXX, my father owned XXXX XXXX XXXX XXXX, and I lived there. In the application for the loan, my residence, XXXX XXXX XXXX XXXX, was listed as collateral. However, XXXX XXXX XXXX XXXX, my fathers residence is the only collateral listed in the final loan agreement. In XX/XX/XXXX, I was added to the deed of XXXX XXXX XXXX XXXX as a joint tenant along with my father. My father XXXX in XX/XX/XXXX. His wife XXXX in XX/XX/XXXX. My fathers wifes estate, administered by her children from a previous marriage, sold XXXX XXXX XXXX XXXX in XX/XX/XXXX to an unrelated third party. Based on questions to Bank representatives and a review of publicly available information, the Bank neither at the initiation of the loan in XX/XX/XXXX, nor in the time since has made any attempt to confirm the actual ownership of XXXX XXXX XXXX XXXX, which was the only property used as collateral on the disputed loan document.
I, along with my sister who is the Executor of my fathers estate, have extended much effort to resolve the attempts to foreclose on XXXX XXXX XXXX over the last eight-plus years. The Bank has consistently failed to provide the necessary information to properly validate the loanas we have requested on numerous occasions. The Bank has failed to respond to two offers-in-compromise. We provided these offers, including hardship and settlement letters, as a sign of good faith and in an effort to end the Banks harassment. Further, the Bank has disregarded our written and oral attempts to dispute the debt, validate the debt, or ensure that our father actually entered into the loan with knowledge of what he was agreeing to. Instead, the Banks service representatives and foreclosure attorneys have misrepresented information, their respective planned actions, and flatly persisted in bullying our family.
Although I have contacted and attempted to respond to the Bank throughout this last decade, I have not been able to stop this harassment or the threats to my home. As I am once again facing an attempt by the Bank to foreclose on my homewhich as I noted above was not used as collateral for the loanI would like to file an official complaint and request an investigation carried out by your Agency. I have limited means, and I need the help of my government to end this harassment. I have attempted to put together a timeline of relevant events, which is included below. This timeline is based on my best recollection of facts, and I have also provided some supporting documentation.
RELEVANT EVENTS RELATED TO CONCERN WITH LOAN ORIGINATION 1. My father until his death banked at one bank : a Citizens Bank branch office located in XXXX, Massachusetts, which was close to his home. Upon retirement, his only source of income was from his Commonwealth of Massachusetts pension fund. He received approximately {$1600.00} per month, which was deposited directly into his account at Citizens Bank. His banking activities were relatively consistent over time ; {$1600.00} came in, and he wrote checks from this account for generally the same fixed living expenses e.g., utility bills etc. He did not use online banking or ATMs. Instead, he relied on the personal bankers within the Bank. As his health declined, he continued to go into the branch for his banking activities. At a certain point, however, my step-mother or I would drive and accompany him at the Bank. In my impression, he was always friendly with the bank staff. He knew them, and they knew him.
2. On or around XX/XX/XXXX, my father signed a home equity loan application at the same XXXX Citizens Bank branch. In the application, his residence was listed as XXXX XXXX XXXX XXXX, XXXX MA XXXX, and XXXX XXXX XXXX XXXX, XXXX MA XXXX was listed as collateral. The loan application does not have a check mark under use of property where the options are owner-occupied primary residence, vacation, or investment. Under type of property, there is a check mark selecting single-family. Although my fathers sole income was his pension of {$1600.00}, the handwritten application reads that his gross income was {$2400.00}. Based on the handwriting, my father did not complete the application form for himself. However, the document does bear his signature.
3. On or around XX/XX/XXXX, an Open-end Mortgage Home Equity Credit Line for a maximum of {$25000.00}, between Citizens Bank and XXXX XXXX XXXX was received and recorded by the XXXX XXXX XXXX of Deeds. This loan document registers XXXX XXXX XXXX XXXX, XXXX, MA XXXX as collateral for the loan. To be clear, the loan application listed the property at XXXX XXXX XXXX as collateral, yet the actual recorded loan document only identifies the collateral as XXXX XXXX XXXX, which my father never owned.
4. Based on a review of my fathers records, his bank account that was linked to this line of credit was at the same bank. Any payment was automatically deducted from this account.
5. To my knowledge, at the time of his death in XX/XX/XXXX, the loan was not in default. Instead, the Bank took an automatic withdrawal each month from his bank account. To my knowledge, this payment was for interest only, and not the principal associated with the loan.
6. Based on a review of my fathers records, he only used this home equity line of credit to make improvements on XXXX XXXX XXXX XXXX wifes home in which he lived.
7. Based on my understanding of the mortgage origination process that I have gained through this process, I am not aware of a financial basis that would have qualified my father for a {$25000.00} line of credit. A Banker at Citizens Bank completing an application for him would have known that his assets would not make him eligible for this line of credit. Further, a quick review of his account would make it clear to any Banker that his gross income was overstated, and his monthly expenses accounted for nearly the entirety of his actual monthly income from his pension. It stands to reason that a Banker would have also known that the only way he would have been able to pay this principal would be if he sold the home listed as collateral.
8. Finally, as the Bank staff knew my father, I fear that due to his age, mental state, and perhaps his trust of the local bankers, that he indeed did not question the product, and he was taken advantage of as he entered into this agreement.
RELEVANT EVENTS RELATED TO ADMINISTRATION OF ESTATE AND BANK ATTEMPTED FORECLOSURE XXXX. My father did not pass away with a large estate. His estate was not able to fully cover even his funeral costs.
10. At the time that my sister was originally administering the Estate in XX/XX/XXXX, despite our belief that the debt was not legitimate, she offered the Bank the entirety of our fathers checking account and the proceeds from the sale of his car in a good faith effort to satisfy this debt. The Bank continued to accept payments from his checking account, but did not seek the proceeds of the sale of the carat which time we reasonably believed that the remainder of the debt was discharged. However, the Bank has persisted in its harassment to collect the remainder of the outstanding balance over time.
11. In XX/XX/XXXX, my sister as Executor of the estate received a letter from foreclosure lawyers, XXXX XXXX XXXX of XXXX, Massachusetts, representing the Bank in an attempt to foreclose on the property. To our recollection, both XXXX and XXXX XXXX XXXX were referenced within the Banks notice. We responded in writing requesting information about the loan. We do not have a record of that. But, we do have a cover letter dated XX/XX/XXXX in response from the Banks lawyers, which references receipt of our prior letter.
12. Based on a search of public records, I know that a Complaint was filed by XXXX XXXX XXXX in the Commonwealth of Massachusetts Land Court, dated XX/XX/XXXX, which moved to foreclose on XXXX XXXX XXXX XXXX. As noted throughout my letter to your Agency, XXXX XXXX XXXX XXXX, was not the property listed as collateral on the loan document.
13. XX/XX/XXXX, as we did not believe that the Banks lawyers were reasonably responding to our requests to perform a loan validation related to this loan and foreclosure, we filed a complaint with the Massachusetts Attorney Generals office. We do not have record of this complaint. We have checked with the Massachusetts Attorney Generals office, and the office does not have records of this inquiry either. However, after we made this complaint, and the Massachusetts Attorney Generals office got involved, we did not hear anything more from the Banks foreclosure lawyers, XXXX XXXX XXXX. Based on a review of publicly available records from the Commonwealth of Massachusetts Land Court, the lawyers indeed did not file anything further. Instead, to my understanding, the case was closed for statistical reasons in XX/XX/XXXX, which I have learned is the term used when a case has been indefinitely inactive and the filing party has not responded to inquiries from the court, which include an Order of Notice for Service.
14. Based on my handwritten notes, in XX/XX/XXXX, either I or the Estate continued to receive communication regarding this loan. I spoke with several Bank divisions and representatives in the following Bank departments : mitigation department, loan department, the foreclosure department, the Banks foreclosure representative, and customer service at CCO Mortgage.
15. Although the Bank has notice of the official address of the Executor, which is a XXXX, XXXX address, the Bank has persisted in sending announcements to the Estate to either XXXX XXXX XXXX XXXX or XXXX XXXX XXXX XXXX. In XX/XX/XXXX, the Estate received, despite it being sent to XXXX XXXX XXXX XXXX, a notice to cure the outstanding debt that had a total balance listed of {$24000.00}. The notice stated that if the default was not cured by XX/XX/XXXX, the Bank may take steps to terminate your ownership in the property by a foreclosure proceeding or other action to seize your home. Although XXXX XXXX XXXX was listed as the addressee of this Notice, through my widowed step-mother, I received the notice. As my home had previously been the target of the Banks foreclosure attempts, I immediately called the Bank to once again try to resolve this issue.
16. I spoke with numerous Bank representatives in customer service, the loss mitigation department and the foreclosure department to make it clear that there was no association between my fathers loan and my property. At the conclusion of these conversations, it was my understanding that the Bank would stop contacting me and the Estate regarding this account. I believed that the loan had been discharged.
17. Subsequent to the conversations with the Bank, I followed up again as I had not received anything in writing from the Bank indicating that the matter was resolved. At that time in XX/XX/XXXX, based on my handwritten notes, I was given direction by the Bank to submit a settlement and hardship letter.
18. In an attempt to finally resolve this matter, before XX/XX/XXXX, I wrote a settlement and hardship letter to the Bank, which referenced account number XXXX. In this letter, I noted, among other things, the following : a. As I discussed several times with representatives of the bank the lean with respect to my fathers loan is on a property other than mine. Through a great deal of research on my part I was able to find that there is a cloud on my deed by the equity loan that my father inquired from Citizens bank. I would like to resolve this matter as soon as possible ; in doing so, I would like to make an offer of {$10000.00} ( XXXX XXXX dollars and XXXX cents ) to close off this account.
19. This settlement and hardship letter/offer-in-compromise went unanswered.
20. On or around XX/XX/XXXX, I wrote an additional settlement and hardship letter, which read, in relevant part, as follows : a. This is in addition to the other hardship letter that you requested. I am presently un-employed and have been for the past 8 months my un-employment ran out about two months ago. The money that was offered to settle this matter on behalf of my deceased fathers equity loan I am borrowing to clear this matter up as discussed with several representatives of the bank 21. This additional settlement and hardship/offer-in-compromise letter also went unanswered.
22. Based on my handwritten notes, I called to follow up on these letters and spoke to several Bank departments including the foreclosure department and loss mitigation department. None were able to offer a clear resolution. Instead, on or around XX/XX/XXXX, I was directed to open a new account number. At the time, I wrote, Dont know why.
23. At some point during this time, based on my handwritten notes, I sent 60 days of bank statements as well as a copy of my fathers death certificate.
24. Further, at some point during this time, based on my handwritten notes, I sent paperwork to verify my income.
25. In XX/XX/XXXX, the Estate, addressed to the correct address of record in XXXX, XXXX, received a notice from CCO Mortgage that read in relevant part : Your account has been referred to me because we have received documentation from you indicating you would like a loan modification for the property at XXXX XXXX XXXX, XXXX MA XXXX. Neither my sister, on behalf of the Estate, nor I, at any time, requested to modify the loan. This is particularly true as neither the Estate nor I have any legal responsibility and/or claim to XXXX XXXX XXXX XXXX.
26. Based on my handwritten notes, in XX/XX/XXXX or XX/XX/XXXX, I faxed paperwork to Citizens Bank with property tax information for both XXXX and XXXX XXXX XXXX XXXX.
27. I do not have complete records of any correspondence with the Bank from XX/XX/XXXX/XX/XX/XXXX to the present.
28. Recently, the Estate received a letter dated XX/XX/XXXX from the law firm of XXXX, XXXX, XXXX XXXX, representing Citizens One Home Loans, which related to this loan.
29. In response, on XX/XX/XXXX, my sister as Executor responded, in relevant part, with the following : a. I am the executor of the estate of XXXX XXXX XXXX. I received a letter dated XX/XX/XXXX from Citizens One Home Loans regarding loan number XXXX. XXXX XXXX XXXX in XXXX. I no longer have easy access to the materials related to my earlier extensive correspondence with Citizens Bank regarding this loan both due to the passage of time and because I believed that we had satisfactorily resolved this matter. Can you please forward to me a copy of the complete set of the materials you have relating to this loan so that I may see what the bank is pursuing?
30. The Banks lawyers did not respond to this request to verify the debt.
31. In a letter dated XX/XX/XXXX, which was sent to XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, and the address on file for the Estate, XXXX, XXXX, XXXX XXXX sent a letter which read, in relevant part, the following : a. RE : XXXX XXXX XXXX XXXX, XXXX MA Loan No. : XXXX File No. : XXXX ..
Please be advised that the Note is in default for breach of the conditions contained in the Loan Documents, including your failure to make monthly payments due under the Note. The Lender does hereby elect to accelerate said Note and declares the entire balance due and payable forthwith and without further notice.
As of the date of this letter, the amount secured under the mortgage loan is {$33000.00}. Because of interest, late charges and other charges that may vary from day to day, the amount due on the day you pay may be greater.
Unless you notify this office within 30 days after receiving this notice that you dispute the validity of the debt or any portion thereof, this office will assume the debt is valid. If you notify this office of your dispute in writing within 30 days after receiving this notice, we will obtain verification of the debt and will mail you a copy of such verification. Upon written request, within the 30-day period, we will provide you with the name and address of the original creditor, if different from the current creditor.
32. Also, although neither I nor the Estate has been served, I have performed a public records request, and I am aware that the same law firm, in a document dated XX/XX/XXXX, filed a Complaint to Determine Military Status. I have learned that this is likely the first step to a foreclosure proceeding. Further, the Complaint identifies me as the Defendant and it states that it relates to a mortgage covering XXXX XXXX XXXX XXXX, XXXX, and more particular described in said mortgage.
33. On XX/XX/XXXX, the Estate sent a letter to XXXX, XXXX, XXXX XXXX that, in relevant part, disputed the debt, requested validation of the debt, and was stated to serve as a RESPA Qualified Written Request, and TILA Request for Information and Complaint. Within the letter, my sister on behalf of the Estate, requested a confirmation of receipt of the letter within 5 days and an audit of the account within 30 days. As the Bank has referenced both XXXX and XXXX XXXX XXXX XXXX in its correspondence, the Estate requested such information related to both properties. To my understanding, accounting for relevant holidays, the 30 day time period for a response from the Banks attorneys fell on XX/XX/XXXX.
34. The Bank has not provided any response to the XX/XX/XXXX request to, among other things, validate the debt.
35. Also on XX/XX/XXXX, the Estate at the correct XXXX XXXX address received a letter from Citizens One Home Loans, which read in relevant part the following : Parcel No : XXXX.
This situation is very serious and must be given your prompt attention.
A recent review of tax records has identified delinquent real estate taxes and/or special assessments on your property. We, as the lender, have a security interest in the mortgage property and are entitled to be assured that the real estate taxes and/or assessments are paid on time.
In the event that you are unable to provide us with acceptable proof of payment within 30 days of the date of this letter, we may without further notice elect to advance payments of the delinquent taxes, special assessments, charges, penalties, and interest as provided in your loan documents. Furthermore, an escrow account may be established for payment of future taxes. Your monthly payment will be adjusted accordingly.
36. In relation to the above XX/XX/XXXX letter from Citizens One Home Loans, all payments for taxes on XXXX XXXX XXXX XXXX, XXXX number XXXX, are up-to-date. Further, on XX/XX/XXXX, XXXX sent a tax bill for XX/XX/XXXX. This bill showed no delinquency. Although it was quite alarming to learn of the Banks XX/XX/XXXX letter and its characterization of my tax responsibility, to my knowledge, there is no delinquency on the tax payments for my home.
* * * I was born in XXXX, and I have spent my life in XXXX. I have raised my children in XXXX, and I am a member of this community. Our neighbors are our friends. This is my home. I am seeking your help as it has become an insurmountable task to continue to attempt to take on a Bank that likely enrolled my father in a product without qualification or his full understanding and thereafter despite the fact that my property XXXX XXXX XXXX XXXX is not listed on the loan document, has attempted to foreclose on my home. A fair resolution of this complaint is for the Bank to stop attempting to attach my home to this loan, and for any outstanding debt to be discharged.
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| 11/16/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XX/XX/XXXX
XXXX XXXX XX/XX/XXXX submitted https//complaint.consumerfinance.govXXXX ID For 10th Complaint Sent To Citizens Bank XXXX-
The Honorable XXXX XXXX XXXX XXXX,
Chair, Board of Governors of the Federal Reserve
Federal Reserve Board
XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX &
XXXX XXXX XXXX, Chairman, President & CEO
RBS Citizens Financial Group
XXXX XXXX XXXX XXXX, Rhode Island XXXX
(XXXX) XXXX XXXX
The Honorable XXXX XXXX XX/XX/XXXX email to https//complaint.consumerfinance.govXXXX
CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX- Submitted To CFPB XX/XX/XXXX
Dear The Honorable XXXX XXXX & CEO XXXX XXXX,
I present to you my 10th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 10th Citizens Bank Complaint is addressed in a statement with supporting Citizens Bank Home Equity Loan documentation.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at (XXXX) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 10th Complaint Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking $XXXX Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of $XXXX Principal + $XXXX Interest = $XXXX NOT $XXXX For XXXX XXXX Had Paid A $XXXX Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan & Said Unreasonable Citizens Bank Consumer Finance XX/XX/XXXX Action XXXX XXXX Did Not Have Available $XXXX Funds For The XX/XX/XXXX Autopay & The Citizens Bank Consumer Finance Have Been Charging Late Fees From XX/XX/XXXX Through XX/XX/XXXX. For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX Detailed XX/XX/XXXX Payment Statement & Act Violating XXXX XXXX Available Funding For The XX/XX/XXXX Autopay, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations.
XXXX XXXX freely believes the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably violating laws of Federal banking regulations when they withdrew $XXXX for a Home Equity Loan payment on XX/XX/XXXX NOT HONORING XXXX XXXX detailed XX/XX/XXXX Home Equity Loan payment statement to Home Equity Loan Department Agent XXXX for 20 minutes starting at XXXX XXXX on XX/XX/XXXX, documented in XXXX XXXX CFPB Complaint # XXXX submitted at XXXX XXXX on XX/XX/XXXX. Moreover,
XXXX XXXX freely believes the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably violating laws of Federal banking regulations when they withdrew a not authorized $XXXX for a Home Equity Loan payment on XX/XX/XXXX directly causing XXXX XXXX not to have available funds to make the XX/XX/XXXX $XXXX autopay, and furthermore the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably violating laws of Federal banking regulations when they then charged Late Charges from XX/XX/XXXX through XX/XX/XXXX for their XX/XX/XXXX action causing XXXX XXXX to not have available funds to make the XX/XX/XXXX $XXXX autopay.
XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX (XXXX) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, a Citizens Bank recorded call with truthful notes taken by XXXX XXXX and the Citizens Bank Home Equity Loan documentation from XX/XX/XXXX through XX/XX/XXXX.
Content of XXXX call with XXXX:
XXXX asks of XXXX, is he an Agent of the Citizens Bank Home Equity Loan Department. XXXX answer yes.
XXXX states to XXXX she wants her statement noted on her Home Equity Loan account for Citizens Bank has not taken the XX/XX/XXXX autopay for her account XXXX: one month ago XXXX stated to Agent XXXX she had Social Security funds for account XXXX autopays & XXXX is responsible for the Home Equity Loan conditions & on XX/XX/XXXX XXXX paid the XXXX XXXX XXXX $XXXX property tax bill due leaving her funds to make a XX/XX/XXXX autopay on XX/XX/XXXX of $XXXX principal [noted on XX/XX/XXXX Citizens Bank Home Equity Loan Statement] & $XXXX interest equaling $XXXX & please have Citizens Bank take this XX/XX/XXXX & XX/XX/XXXX available autopay.
XXXX reply: he cannot take the payment for there is a hold on this account & XXXX must talk with Consumer Counseling [Consumer Finance].
For twenty minutes XXXX politely pleads with XXXX to please note her account as requested above & XXXX states he cannot. And XXXX importantly notes Consumer Finance has repeatedly hung up the phone on her.
At the end of this call XXXX states to XXXX she has filed 6 Complaints to the Federal Reserve regarding Citizens Bank actions & XXXX will tell the Federal Reserve of this call with notes she has taken. Only then did XXXX agree to importantly note XXXX XXXX account XXXX as she requested above.
On XX/XX/XXXX XXXX XXXX called the Citizens Bank number (XXXX) XXXX XXXX to check XXXX checking account by phone. XXXX XXXX is just stunned at what she learned: the account had a minus balance of $XXXX. XXXX XXXX just at XXXX XXXX calls (XXXX) XXXX XXXX again to speak with an Agent to discover all XX/XX/XXXX XX/XX/XXXX checking account activity, speaking with two Agents..
I truthfully stated to Agent XXXX I had 7 Complaints against Citizens Bank file with the Federal Reserve officials & Citizens CEO XXXX XXXX & on XX/XX/XXXX for 20 minutes I spoke with XXXX, Agent Home Equity Loan Department authorizing a XXXX loan payment of $XXXX = $XXXX principal + $XXXX interest for I did not have the full $XXXX sum having paid $XXXX property tax bill to the XXXX XXXX XXXX on XX/XX/XXXX, a condition of my loan. Agent XXXX stated on XX/XX/XXXX $XXXX was taken for a Home Equity Loan payment & Check XXXX & XXXX were paid. I asked XXXX to let me speak to a Supervisor for Citizens had illegally taken $XXXX out of my checking account for I repeatedly stated for 20 minutes to XXXX I only had $XXXX available on XX/XX/XXXX & XX/XX/XXXX. XXXX transferred me to XXXX, Supervisor. For XXXX important information I highlighted the unreasonable Citizens matter: XX/XX/XXXX came within a hairsbreath of diying when hit by a teenager driving his father's work truck following which I've been selling my possessions at a loss to cover monthly bills & in XX/XX/XXXX I could not pay loan autopays in XXXX & XXXX & XXXX for at the 11th hour buyers for my possessions changed their minds BUT I did pay XXXX by selling an item & XXXX with my Social Security funds; I then noted my 7 Complaints against Citizens Bank; and then I importantly noted my XX/XX/XXXX all with Home Equity Loan Agent XXXX who for 20 minutes I stated I had $XXXX principal + $XXXX interest = $XXXX for my XXXX loan payment NOT the full $XXXX for I paid on XX/XX/XXXX a property tax bill of $XXXX, a condition of my loan & at the end XXXX did state to me he would note my loan account I gave above; I then stated to Supervisor XXXX would she please refund to me the $XXXX Citizens Home Equity Loan was not authorized by me to take on XX/XX/XXXX thus the $XXXX was withdrawn from my checking account illegally. Supervisor XXXX answer "not able to do that, I do not have the authority to do that". I then requested of Supervisor XXXX to know who had the authority & their phone number. Supervisor XXXX reply "attoched to the Office of the Chairman" & when I pressed for a name Supervosor XXXX stated "which is a team of advocated with our Corporate Office". Further pressed by me to have CEO XXXX XXXX phone number she stated the CEO was XXXX XXXX XXXX. I then stated to Supervisor XXXX the Citizens CEO as of XX/XX/XXXX I believe is XXXX XXXX for that is what I learned in my online research. Supervisor XXXX towards the call's end stated to me I was going to be getting a call from the team of advocates. I importantly noted the advocates were not CEO XXXX XXXX. At the end of this call I requested Supervisor verify my checks XXXX & XXXX had cleared.........her answr was "yes"; & then I requested she please note on my checking account my outstanding checks XXXX payable to XXXX XXXX for $XXXX & XXXX payable to XXXX for $XXXX clear my checking account when they post for I had available funds for these payments before Citizens without my authorization took $XXXX on XX/XX/XXXX.....her reply was she would note my checking account. I did state to Supervisor XXXX I was going to file a Complaint today about this unreasonable matter.
XXXX XXXX then emailed Citizens Bank Director XXXX XXXX requesting his help on XX/XX/XXXX at XXXX XXXX, truthfully stating XXXX call with Citizens Bank Agent XXXX and Supervisor XXXX, petitioning XXXX if he would please refund the $XXXX illegally withdrawn & with not authorization from XXXX XXXX from XXXX checking account on XX/XX/XXXX. Below is the content of our emails late this morning & early this afternoon.
XXXX SOS SOS SOS Created By Citizens Home Equity Loan Consumer Finance Officials
Inbox x
XXXX XXXX
XXXX XXXX (2 hours ago)
to XXXX.XXXX.
Dear XXXX,
I truly deeply need your PRICELESS HELP today!!
As customary I called Citizens XXXX XXXX XXXX to check my Citizens checking account & discovered a minus XXXX balance.
Just STUNNED, I call XXXX XXXX XXXX & spoke with two customer service agents. I truthfully stated to Agent XXXX I had 7 Complaints against Citizens Bank file with the Federal Reserve officials & Citizens CEO XXXX XXXX & on XX/XX/XXXX for 20 minutes I spoke with XXXX, Agent Home Equity Loan Department authorizing a XXXX loan payment of $XXXX = $XXXX principal + $XXXX interest for I did not have the full $XXXX sum having paid $XXXX property tax bill to the XXXX XXXX XXXX on XX/XX/XXXX, a condition of my loan. Agent XXXX stated on XX/XX/XXXX $XXXX was taken for a Home Equity Loan payment & Check XXXX & XXXX were paid. I asked XXXX to let me speak to a Supervisor for Citizens had illegally taken $XXXX out of my checking account for I repeatedly stated for 20 minutes to XXXX I only had $XXXX available on XX/XX/XXXX & XX/XX/XXXX. XXXX transferred me to XXXX, Supervisor. For XXXX important information I highlighted the unreasonable Citizens matter: XX/XX/XXXX came within a hairsbreath of diying when hit by a teenager driving his father's work truck following which I've been selling my possessions at a loss to cover monthly bills & in XX/XX/XXXX I could not pay loan autopays in XXXX & XXXX & XXXX for at the 11th hour buyers for my possessions changed their minds BUT I did pay XXXX by selling an item & XXXX with my Social Security funds; I then noted my 7 Complaints against Citizens Bank; and then I importantly noted my XX/XX/XXXX all with Home Equity Loan Agent XXXX who for 20 minutes I stated I had $XXXX principal + $XXXX interest = $XXXX for my XXXX loan payment NOT the full $XXXX for I paid on XX/XX/XXXX a property tax bill of $XXXX, a condition of my loan & at the end XXXX did state to me he would note my loan account I gave above; I then stated to Supervisor XXXX would she please refund to me the $XXXX Citizens Home Equity Loan was not authorized by me to take on XX/XX/XXXX thus the $XXXX was withdrawn from my checking account illegally. Supervisor XXXX answer "not able to do that, I do not have the authority to do that". I then requested of Supervisor XXXX to know who had the authority & their phone number. Supervisor XXXX reply "attoched to the Office of the Chairman" & when I pressed for a name Supervosor XXXX stated "which is a team of advocated with our Corporate Office". Further pressed by me to have CEO XXXX XXXX phone number she stated the CEO was XXXX XXXX XXXX. I then stated to Supervisor XXXX the Citizens CEO as of XX/XX/XXXX I believe is XXXX XXXX for that is what I learned in my online research. Supervisor XXXX towards the call's end stated to me I was going to be getting a call from the team of advocates. I importantly noted the advocates were not CEO XXXX XXXX. At the end of this call I requested Supervisor verify my checks XXXX & XXXX had cleared.........her answr was "yes"; & then I requested she please note on my checking account my outstanding checks XXXX payable to XXXX XXXX for $XXXX & XXXX payable to XXXX for $XXXX clear my checking account when they post for I had available funds for these payments before Citizens without my authorization took $XXXX on XX/XX/XXXX.....her reply was she would note my checking account. I did state to Supervisor XXXX I was going to file a Complaint today about this unreasonable matter.
XXXX, I understand you are now working on development of new Citizens Bank offerings. I am most humbly asking you to please today go to a location in Citizens Bank to access my checking account to please refund the $XXXX illegally withdrawn from my account on XX/XX/XXXX for I specifically authorized only $XXXX to be withdrawn not $XXXX. I deeply need the funds put back in my account for I have two outstanding checks & need to make a credit card payment today
XXXX, thank you from the bottom of my heart!
Kind & True Regards,
XXXX XXXX XXXX, XXXX XXXX XXXX (37 minutes ago)
to me
XXXX,
I empathize with your situation. Again, I am not in a position where I could be of any assistance. I dont have access to customers accounts or those types of banking systems. We take any level of customer dissatisfaction very seriously and you should continue working with the office of the chairman. Hopefully they will be able to help with a resolution.
Thanks
XXXX XXXX XXXX
Assistant Vice President
Retail Sales & Service
Development Manager
XXXX XXXX XXXX| XXXX MA XXXX | XXXX XXXX: XXXX | C: XXXX
From: XXXX XXXX [XXXX]
Sent: Thursday, XX/XX/XXXX XXXX XXXX
To: XXXX, XXXX
Subject: XXXX SOS SOS SOS Created By Citizens Home Equity Loan Consumer Finance Officials
Citizens Bank is a brand name of Citizens Bank, N.A. and Citizens Bank of Pennsylvania.
Use of email is inherently insecure. Confidential information, including account information, and personally identifiable information, should not be transmitted via email, or email attachment. In no event shall Citizens Bank, N.A. or Citizens Bank of Pennsylvania accept any responsibility for the loss, use or misuse of any information, including confidential information, sent via email or email attachment to which it is the intended recipient. Neither Citizens Bank, N.A. nor Citizens Bank of Pennsylvania guarantee the accuracy of any email or email attachment, that an email will be received by either entity or that either entity will respond to any email.
This email communication is confidential and/or privileged. Any disclosure, copying, distribution or use of this information by anyone other than the intended recipient is strictly prohibited. If you have received this communication in error, please notify the sender immediately and promptly destroy any record of this email.
XXXX XXXX
XXXX XXXX (8 minutes ago)
to XXXX
Dear XXXX,
Thank you for your email.
Until Supervisor XXXX stated to me just before XXXX XXXX this morning I had absolutely NO knowledge or any information about a "team of advocates associated with our Corporate Office" & I continue to have no knowledge of their names or how to email or call them for Supervisor XXXX just stated "I will be getting a call".
And when I requested Supervisor XXXX give me CEO XXXX email & phone number, she did not give it to me.
XXXX, can you please give me CEO XXXX XXXX email & phone number. And would you please verify for me the Citizens Bank CEO is XXXX XXXX, which I discovered online she is again CEO as of XX/XX/XXXX I believe.
Thank you very much.
XX/XX/XXXX
Statement: Amount Due $XXXX [$XXXX + $XXXX + $XXXX]; Estimate Payoff Amount On XX/XX/XXXX $XXXX.
Principal $XXXX + Interest $XXXX = Current Payment Due $XXXX + Total Fees & Charges $XXXX + Past Due Payment $XXXX = Total Amount Due $XXXX.
XX/XX/XXXX Statement Date
Amount Past Due $XXXX + Late Charges Due $XXXX = Total Amount Past Due $XXXX.
Important Notes: XXXX Statement Does Not State Dates Of When All Charges Are Due $XXXX & Charges Calculations $XXXX Nor Does Citizens Bank State How The $XXXX Late Charges Due Was Charged Even Though XXXX XXXX Made A XX/XX/XXXX Home Equity Loan Payment Of $ $XXXX [Reference XX/XX/XXXX XXXX XXXX XXXX To XXXX XXXX Call To Citizens Bank Home Equity Loan Department (XXXX) XXXX XXXX, Home Equity Loan Agent XXXX] & Citizens Bank Home Equity Loan Department Officials Took $XXXX.
XX/XX/XXXX
Statement: Amount Due $XXXX [$XXXX + $XXXX + $XXXX]; Estimate Payoff Amount On XX/XX/XXXX $XXXX.
Principal $XXXX + Interest $XXXX = Current Payment Due $XXXX + Total Fees & Charges $XXXX + Past Due Payment $XXXX = Total Amount Due $XXXX.
XX/XX/XXXX Statement Date
Amount Past Due $XXXX + Late Charges Due $XXXX = Total Amount Past Due $XXXX.
Important Notes: XXXX Statement Does Not State Dates Of When All Charges Are Due $XXXX & Charges Calculations $XXXX Nor Does Citizens Bank State How The $XXXX Late Charges Due Was Charged.
XX/XX/XXXX
Statement: Amount Due $XXXX [$XXXX + $XXXX + $XXXX]; Estimate Payoff Amount On XX/XX/XXXX $XXXX.
Principal $XXXX + Interest $XXXX = Current Payment Due $XXXX + Total Fees & Charges $XXXX + Past Due Payment $XXXX = Total Amount Due $XXXX.
XX/XX/XXXX Statement Date
Amount Past Due $XXXX + Late Charges Due $XXXX = Total Amount Past Due $XXXX.
Important Notes: XXXX Statement Does Not State Dates Of When All Charges Are Due $XXXX & Charges Calculations $XXXX Nor Does Citizens Bank State How The $XXXX Late Charges Due Was Charged. And XXXX XXXX made a XX/XX/XXXX Autopay Leaving Her At A Loss Why Citizens Bank Charged Her Late Charges.
XXXX XXXX OFFERS THIS BOTTOM-LINE: XXXX XXXX FREELY BELIEVES CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAS VIOLATED FEDERAL BANKING REGULATIONS FOR ALL OF THE ABOVE DOCUMENTED ISSUES. XXXX XXXX freely believes Federal Banking regulations do not allow Citizens Bank Consumer Finance With Home Equity Loan Department to withdraw a Home Equity Loan Account XXXX payment not authorized by XXXX XXXX on XX/XX/XXXX. Important note: for 20 minutes XXXX XXXX gave Citizens Bank Home Equity Loan Agent XXXX detailed instructions for the payment XXXX XXXX had available funds for on XX/XX/XXXX & XX/XX/XXXXt of $XXXX Principal + $XXXX Interest = $XXXX & NOT more for XXXX had paid a $XXXX property tax bill on XX/XX/XXXX, a condition of her Home Equity Loan, ALL OF THIS XXXX STATED HE WOULD NOTE ON XXXX ACCOUNT XXXX ON XX/XX/XXXX. And said Citizens Bank consumer Finance With Home Equity Loan Department freely violated Federal Banking regulations when their act prevented XXXX XXXX from having available funds for the XX/XX/XXXX $XXXX autopay & then was given late charges for not making said autopay through XX/XX/XXXX. MOREOVER, THE
HONORABLE DOCTOR XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE FOR LATE CHARGES CITIZENS BANK HAS CONTINUED TO CHARGE THEM EVEN THOUGH CITIZENS BANK HOME EQUITY LOAN DOCUMENTATION DOCUMENTS XXXX XXXX WAS CHARGED LATE CHARGES WHEN XXXX XXXX DID MAKE PAYMENTS TO THE HOME EQUITY LOAN ACCOUNT XXXX. XXXX XXXX FREELY BELIEVE SHE & XXXX XXXX XXXX ARE RESPONISBIE FOR THE XX/XX/XXXX $XXXX AUTOPAY &XX/XX/XXXX $XXXX AUTOPAY & XX/XX/XXXX $XXXX AUTOPAY & XX/XX/XXXX$XXXX AUTOPAY. XXXX XXXX FREELY BELIEVES UPON THE HONORABLE DOCTOR XXXX XXXX XXXX, CHAIR, BOARD OF GOVERNORS OF THE FEDERAL RESERVE, INVESTIGATIONS OF XXXX XXXX COMPLAINTS AND THE HONORABLE DOCTOR XXXX XXXX XXXX DETERMINATIONS, XXXX XXXX FREELY AGREES TO PAY ALL LATE CHARGES THE HONORABLE DOCTOR XXXX XXXX XXXX DETERMINES XXXX XXXX AND XXXX XXXX XXXX OWE TO CITIZENS BANK.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 10th Complaint for Citizens Bank. I await your replies.
Sincerely,
XXXX XXXX
XXXX XXXX XXXX XXXX, Massachusetts XXXX
(XXXX) XXXX XXXX
XXXX
|
| 02/16/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
XX/XX/XXXX
The Honorable XXXX XXXX Chair, Board of Governors of the Federal Reserve
Federal Reserve Board
XXXX XXXX XXXX XXXX XXXX, XXXX.
Washington, D.C. XXXX
&
XXXX XXXX XXXX, Chairman, President & CEO & XXXX XXXX, Chairmans Office & Assistant Vice President XXXX XXXX
RBS Citizens Financial Group
XXXX XXXX XXXX XXXX, Rhode Island XXXX
(XXXX) XXXX XXXX
The Honorable XXXX XXXX, XX/XX/XXXX email to https//complaint.consumerfinance.gov/submit-a-complaint
CEO XXXX XX/XX/XXXX & XXXX XXXX Chairmans Office & Assistant Vice President XXXX XXXX, XX/XX/XXXX email to XXXX & XXXX & XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX- Submitted To CFPB XX/XX/XXXX
Dear The Honorable XXXX XXXX & CEO XXXX XXXX & XXXX XXXX & Assistant Vice President XXXX XXXX,
I present to you my 20th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 20th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at (XXXX) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 20th Complaint Citizen Bank XX/XX/XXXX, Chairmans Office With XXXX, RI Citizens Bank Customer Relations Manager XXXX Have Acted Without Merit & Unreasonably Per Supervisor XXXX XX/XX/XXXX Statements On KXXXX XXXX XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Specific Authorization For A XX/XX/XXXX $XXXX Autopay ONLY On XX/XX/XXXX For My Home Equity Loan Account XXXX WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT WITH CUSTOMER SERVICE SUPERVISOR XXXX XX/XX/XXXX FULL SUPPORT ALLOWING A NOT AUTHORIZED NOR GRANTED PERMISSION BY XX/XX/XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XX/XX/XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XX/XX/XXXX [XX/XX/XXXX $XX/XX/XXXX OVERDRAFT + XX/XX/XXXX $XX/XX/XXXX SERVICE CHARGE + XX/XX/XXXX $XX/XX/XXXX SERVICE CHARGE + XX/XX/XXXX $XX/XX/XXXX SERVICE CHARGE AND $XXXX OVERDRAFT] & NOT ALLOWING XXXX XXXX XX/XX/XXXX CLAIM BY XXXX, RI CUSTOMER SERVICE REPRESENTATIVE XXXX WITH XXXX, CLAIMS DEPARTMENT STATEMENTS TO XXXX ON XX/XX/XXXX NOR ALLOWING XXXX XXXX XX/XX/XXXX CLAIM; THEREFORE, XXXX XXXX CHAIRMANS OFFICE WITH XXXX, RI CUSTOMER SERCIVE SUPERVISOR XXXX FREELY ALLOWED THEFT FROM XXXX OF $XXXX ON XX/XX/XXXX & THEFT OF OVERDRAFT & SERVICE CHARGE FEES TOTALING $XXXX FROM XX/XX/XXXX THROUGH XX/XX/XXXX WITH TWO XX/XX/XXXX CHARGES OF $XXXX SERVICE CHARGE BEFORE XXXX XXXX & $XXXX OVERDRAFT FEE AFTER XXXX XXXX XXXX XXXX freely believes the Citizens Bank XXXX XXXX, Chairmans Office and XXXX, RI Consumer Service Supervisor XXXX have acted without merit & unreasonably AND HAVE ACTED ILLEGALLY STEALING FUNDS FROM XXXX XXXX when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX for XXXX home equity loan account XXXX XX/XX/XXXX $XXXX autopay on ONLY ON XX/XX/XXXX within the 15 day payment grace period given AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT ALLOWING WITH XXXX, RI CONSUMER FINANCE SUPERVISOR XXXX A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX OVERDRAFT] & THE XX/XX/XXXX REFUSAL BY XXXX XXXX, CHAIRMANS OFFICE WITH XXXX, RI CUSTOMER SERVICE SUPERVISOR XXXX TO ALLOW XXXX XXXX XX/XX/XXXX & XX/XX/XXXX CLAIMS WITH XXXX, CLAIMS DEPARTMENT, XX/XX/XXXX STATEMENTS TO XXXX; XXXX XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE WITH XXXX, RI CUSTOMER SERVICE SUPERVISOR XXXX HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.
.
XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX (XXXX) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, AND XXXX XXXX XX/XX/XXXX call from XXXX XXXX through XXXX XXXX to Customer Service Representative XXXX transferred to XXXX, Claims Department & XX/XX/XXXX call from XXXX XXXX To XXXX XXXX to Claims Department XXXX (XXXX) XXXX XXXX option 2 transferred to Customer Service Representative XXXX transferred to Customer Service Supervisor XXXX, both Citizens Bank recorded calls with truthful notes taken by XXXX XXXX.
XXXX XXXX XX/XX/XXXX Call To XXXX at Citizens Home Equity Loan Department
XX/XX/XXXX
At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX to Read XXXX & XXXX & XXXX & with these Reference #s add XXXX XX/XX/XXXX note with a XX/XX/XXXX Reference #.
XXXX requests of XXXX to please find & read three Reference #s of XXXX calls: 1) XX/XX/XXXX call with XXXX, XXXX, 2) XX/XX/XXXX call with XXXX, XXXX & 3) XX/XX/XXXX call with XXXX, XXXX.
Furthermore, after reading the given important reference #s, XXXX petitions XXXX to write XXXX XX/XX/XXXX statements involving her home equity loan XXXX autopayments with an assigned XX/XX/XXXX Reference #.
XXXX finds & reads the three Reference #s XXXX offered. XXXX requests of XXXX if she is ready to write XXXX XX/XX/XXXX statement with a XX/XX/XXXX assigned Reference #. XXXX answer is yes.
XXXX XX/XX/XXXX statement: 1) XXXX importantly stated I would have Social Security available funds on XX/XX/XXXX for my home equity loan XXXX XX/XX/XXXX $XXXX autopay in the Citizens Home Equity Loan Departments allowed 15 days to make an autopay with no penalty & no late fee & no charge of any kind. XXXX does not know why the Citizens Bank Home Equity Loan Department acted to not collect XXXX XX/XX/XXXX $XXXX autopay on XX/XX/XXXX & even as of today, XX/XX/XXXX, said department has still not withdrawn XXXX XX/XX/XXXX available XX/XX/XXXX $XXXX autopay, & 2) and for reserving XXXX XX/XX/XXXX Social Security funds for her Home Equity Loan XXXX XX/XX/XXXX autopay, XXXX will have Social Security available funds on XX/XX/XXXX for said loans XX/XX/XXXX $XXXX autopay with no penalty & no late fee & no charge of any kind for this XX/XX/XXXX available funds autopay is in the Citizens Bank Home Equity Loan Department allowed 15 days to make an autopay. XXXX then importantly notes to XXXX to please make sure the Citizens Bank Home Equity Loan Department actually takes XXXX available funds for her autopays for XXXX knows of no explanation why the Citizens Bank Home Equity Loan Department has not withdrawn XXXX available funds for her loans $XXXX autopays.
XXXX notes to XXXX the Citizens Bank Home Equity Loan Department Consumer Finance staff are who XXXX needs to speak with.
XXXX reply is the Consumer Finance staff in XX/XX/XXXX have always hung up the phone on XXXX not allowing XXXX to speak with them. Further, XXXX notes to XXXX Consumer Finance hung up calls with XXXX: 1) when XXXX was transferred to Consumer Finance by a Citizens Bank Home Equity Loan Customer Service Specialist, Consumer Finance just hung up the line when XXXX was waiting on the line & 2) XXXX was having a reasonable conversation with a Consumer Finance Specialist, just like she was having with XXXX, & then suddenly the Consumer Finance Specialist just hung up the phone with XXXX.
XXXX reply to XXXX XX/XX/XXXX Consumer Finance experiences: Do our best to read notes & get you set.
XXXX gave XXXX her XX/XX/XXXX important Home Equity Loan XXXX statements XX/XX/XXXX Reference # XXXX.
XXXX thanked XXXX very much.
Later on XX/XX/XXXX when XXXX checked the status of her available XX/XX/XXXX $XXXX autopay, XXXX learned from the (XXXX) XXXX XXXX Citizens Bank staff her XX/XX/XXXX $XXXX autopay was collected by the Citizens Bank Home Equity Loan Department on XX/XX/XXXX.
XXXX XXXX XX/XX/XXXX Call From XXXX XXXX XXXX XXXX To XXXX, RI Customer Service Representative XXXX With Transfer To XXXX, Claims Department & XX/XX/XXXX Call From XXXX XXXX XXXX - XXXX XXXX To XXXX At Citizens Bank Claims Department With Transfer To XXXX, RI Customer Service Representative XXXX With Transfer To XXXX Citizens Bank Customer Service Supervisor XXXX.
XX/XX/XXXX XXXX XXXX calls XXXX XXXX XXXX XXXX to Citizens Bank (XXXX) XXXX XXXX & Customer Service Representative XXXX & Claims Department Representative XXXX at (XXXX) XXXX - XXXX option 2.
Checks Posting: # XXXX $XXXX XX/XX/XXXX & # XXXX $XXXX XX/XX/XXXX & # XXXX $XXXX XX/XX/XXXX & # XXXX $XXXX XX/XX/XXXX
Charges Without Merit to XXXX checking account XXXX: XX/XX/XXXX $XXXX overdraft & XX/XX/XXXX $XXXX service charge & XX/XX/XXXX $XXXX service charge & XX/XX/XXXX $XXXX internal bank debit = fee for sustained overdraft [XXXX] = $XXXX theft
XXXX stated to XXXX did she file a Claim & XXXX reply she emailed XXXX XXXX XXXX & XXXX XXXX & spent just around 3 hours today speaking with XXXX & officials for XXXX in which no one stated XXXX needs to file a Claim;
XXXX petitions XXXX to file this Claim: XX/XX/XXXX checking account XXXX balance $XXXX = Check XXXX $XXXX + Check XXXX $XXXX + Check XXXX $XXXX + Check XXXX $XXXX + $XXXX balance cash = Citizens Bank & XXXX XXXX freely agreed with; XX/XX/XXXX Citizens Bank withdrew $XXXX which they had no authorization or permission for & violating Federal banking & finance & consumer regulations from XXXX XXXX giving XXXX checking account a negative balance of $XXXX for Check XXXX $XXXX had not posted yet & for which Citizens Bank without merit and then Citizens Bank acted without merit violating Federal banking & finance & consumer regulations withdrawing the following charges & fees: XX/XX/XXXXXXXX $XXXX overdraft + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX internal bank debit = fee for suspained overdraft XXXX stated to XXXX totaling $XXXX theft from XXXX XXXX checking account XXXX
XXXX wrote XXXX Claim & filed it to the Citizens Bank Claims Department by XXXX XXXX on XX/XX/XXXX then offering to XXXX she speak with the Claims Department to complete her Claim filing;
XXXX then spoke with XXXX of the Claims Department & together they agreed with: 1. XXXX statement was not great, what he meant is the whole Claim will be worked by the Claims Department & when XXXX filed XXXX Claim it was completed, 2) a new Claim takes up to 24 hours to be processed through, 3) once a new Claim is processed a Claim number will be assigned to it, 4) it can take up to 10 business days for a Claim working & now the Claims work is faster with 3 5 business days for Claim working to be finished, 4) with a finished Claim working a refund will be deposited into XXXX checking account XXXX, 5) XXXX XXXX refund is the Claim amount of $XXXX & all charges & fees[XX/XX/XXXX $XXXX overdraft & XX/XX/XXXX $XXXX service charge & XX/XX/XXXX $XXXX service charge & XX/XX/XXXX $XXXX service charge] related to the XX/XX/XXXX $XXXX charge which XXXX stated will be next Tuesday XX/XX/XXXX , & 6) XXXX new Claim will be processed overnight & by XX/XX/XXXX XXXX XXXX XXXX XXXX can call the Claims Department to get the Claim number assigned to her Claim; Claim Departments phone number is (XXXX) XXXX XXXX option 2. XXXX thanked XXXX for her important detailed Claim information for XXXX & their call was finished at XXXX XXXX.
XX/XX/XXXX XXXX XXXX calls XXXX XXXX to Citizens Bank Claims Department Representative XX/XX/XXXXat (XXXX) XXXX - XXXX option 2, followed by Citizens Bank (XXXX) XXXX XXXX Customer Service Representative XXXX & XXXX Supervisor XXXX ending at XXXX XXXX XXXX XXXX spoke with XXXX petitioning to learn the XXXX XXXX Claim number XXXX stated to XXXX on XX/XX/XXXX would be processed byXXXX XXXX XXXX on XX/XX/XXXX; XXXX states to XXXX she cannot find the XX/XX/XXXX Claim & XXXX petitions XXXX to add the second Citizens Bank XX/XX/XXXX fee of $XXXX overdraft, done late the afternoon of XX/XX/XXXX for it was not there at XXXX XXXX with XXXX answer it could not be added to the XX/XX/XXXX Claim & XXXX should file a new Claim for it & XXXX replied she would, & after looking to find XXXX to have XXXX state to XXXX what XXXX stated to XXXX on XX/XX/XXXX, XXXX came back to XXXX she does not know where she is & she has found no XX/XX/XXXX Claim #;
XXXX then petitions XXXX to transfer her to Customer Service to have XXXX find the Claim he filed for XXXX at XXXX XXXX on XX/XX/XXXX & add a claim for the late XX/XX/XXXX $XXXX overdraft fee, a 2nd fee by Citizens Bank on XX/XX/XXXX;
XXXX speaks with XXXX, Customer Service Representative, stating to XXXX XXXX is calling about the XX/XX/XXXX Claim he filed for her at XXXX XXXX& XXXX highlighted her XX/XX/XXXX Claim: XX/XX/XXXX checking account XXXX balance $XXXX = Check XXXX $XXXX + Check XXXX $XXXX + Check XXXX $XXXX + Check XXXX $XXXX + $XXXX balance cash = Citizens Bank & XXXX XXXX freely agreed with; XX/XX/XXXX Citizens Bank withdrew $XXXX which they had no authorization or permission for & violating Federal banking & finance & consumer regulations from XXXX XXXX giving XXXX checking account a negative balance of $XXXX for Check XXXX $XXXX had not posted yet & for which Citizens Bank without merit and then Citizens Bank acted without merit violating Federal banking & finance & consumer regulations withdrawing the following charges & fees: XX/XX/XXXX $XXXX overdraft + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX internal bank debit = fee for sustained overdraft XXXX stated to XXXX totaling $XXXX theft from XXXX XXXX checking account XXXX & offered to XXXX Claims Department XXXX just stated to XXXX XXXX cannot find his filed XX/XX/XXXX Claim & because Citizens Bank late on XX/XX/XXXX added a second fee of $XXXX overdraft creating a grand total of $XXXX XXXX is petitioning XXXX to file a new Claim of XX/XX/XXXX equaling the XX/XX/XXXX Claim with the addition of the second XX/XX/XXXX Citizens Bank fee of $XXXX overdraft; XXXX stated to XXXX he wanted to check with his Supervisor to make sure XXXX knew how to correctly file the new Claim & when XXXX came back to XXXX XXXX stated his Supervisor XXXX stated a Claim could not be filed for XXXX is working on it; XXXX asked XXXX who XXXX is for XXXX has never gotten a call or email or letter from XXXX & XXXX reply XXXX is in the Chairmans Office & he is getting XXXX for me to state to me what is going on;
Supervisor XXXX speaks with XXXX stating XXXX is working on it so a Claim cannot be filed & stunned XXXX states to XXXX XXXX did not give permission or instructions for Citizens Bank to withdraw $XXXX on XX/XX/XXXX & this theft with the total theft of $XXXX in overdraft & services charges from XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX are all violations of Federal banking & finance & consumer regulations XXXX learned from her Uncle, the youngest XXXX XXXX XXXX of the XXXX XXXX XXXX in its history & XXXX freely stated to XXXX on XX/XX/XXXX just after XXXX XXXX should file a Claim & just after XXXX XXXX XXXX, Claims Department, stated to XXXX by next Tuesday XXXX will have refunded the $XXXX & all of the overdraft & service charge fees of $XXXX;
Supervisor XXXX then freely stated to XXXX for XXXX in the Chairmans Office is working on it & the $XXXX was a Citizens Bank transfer of funds to a loan there could be no Claim: XXXX then asked Supervisor XXXX a number of detailed questions: 1) Assistant Vice President XXXX XXXX had his checking account funds transferred in full by a FBI investigated theft action & Citizens Bank fully supported Assistant Vice President XXXX XXXX Claim of his checking account theft = Citizens Bank DID ALLOW A FILED CLAIM OF FUNDS TRANSFER & Supervisor XXXX stated to XXXX yes Citizens Bank does allow Claims of funds transfer & 2) when Citizens Bank customers have their checking account & debit card information stolen & wrongfully used by someone transferring checking account funds & said customers act to file Citizens Bank Claims are said Claims allowed by Citizens Bank & Supervisor XXXX reply to XXXX is Yes;
XXXX then importantly notes to Supervisor XXXX XXXX does not know XXXX & since XX/XX/XXXX XXXX has filed 18 Complaints to the Federal Reserve & CFPB & through this XXXX has never called or emailed or written to XXXX stating XXXX was working on it or any statements;
XXXX then formally petitions Supervisor XXXX to file a XX/XX/XXXX Claim with XXXX detailed Claim information given to XXXX on XX/XX/XXXX & XXXX Claims Department on XX/XX/XXXX & XXXX Claims Department on XX/XX/XXXX & Supervisor XXXX direct answer is NO to XXXX;
XXXX then petitions Supervisor XXXX to give her XXXX name & email: XXXX XXXX, XXXX & she works in the Charimans Office;
XXXX THEN STATES TO SUPERVISOR XXXX XXXX & HE HAVE VIOLATED FEDERAL BANKING & FINANCE & CONSUMER REGULATIONS BY THEIR ACTS & XX/XX/XXXX XXXX CLAIMS DEPARTMENT STATED TO XXXX BY NEXT TUESDAY XXXX WOULD HAVE REFUNDED THE $XXXX & THE FULL $XXXX OVERDRAFT & SERVICE CHARGES & XXXX FREELY BELIEVES CITIZENS BANK HAS ACTED CAUSING A THEFT OF A TOTAL OF $XXXX OVERDRAFT & SERVICE CHARGES & $XXXX XXXX XXXX NEVER AUTHORIZED OR GAVE PERMISSION FOR A XX/XX/XXXX WITHDRAW FROM HER CHECKING ACCOUNT THUS XXXX WAS FILING TWO MORE FEDERAL RESERVE CFPB COMPLAINTS STATING XXXX XXXX & SUPERVISOR XXXX UNREASONABLE ACTIONS;
Supervisor XXXX final statement to XXXX was he was immediately emailing XXXX with the XX/XX/XXXX matters & XXXX will be hearing from XXXX.
XXXX XXXX Offers This Bottom-line: XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking & Finance & Consumer Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking & Finance & Consumer Regulations Do Not Allow XXXX XXXX, Chairmans office with XXXX, RI Customer Service Supervisor XXXX To Have Acted Without Merit & Unreasonably & With Theft When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX Call To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization ONLY For A XX/XX/XXXX $XXXX Autopay ONLY On XX/XX/XXXX For My Home Equity Loan Account XXXX AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT WITH CUSTOMER SERVICE SUPERVISOR XXXX ALLOWING A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX OVERDRAFT] & NOT ALLOWING XXXX XXXX XX/XX/XXXX & XX/XX/XXXX CLAIMS & NOT ALLOWING XXXX, CLAIMS DEPARTMENT, STATEMENTS TO XXXX ON XX/XX/XXXX ; XXXX XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE XXXX, RI CUSTOMER SERVICE SUPERVISOR XXXX HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 20th Complaint. I await your replies.
Sincerely,
XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX
(XXXX) XXXX XXXX
XXXX
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| 11/26/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX XXXX XXXX XXXX submitted https//complaint.consumerfinance.gov/XXXX ID For 14th Complaint Sent To Citizens Bank XXXX The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX XXXX XXXX XXXX , XXXX.
XXXX, XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to https//complaint.consumerfinance.govXX/XX/XXXX CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXXDear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 14th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 14th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 14th Complaint For The Merit Of XXXX XXXX XX/XX/XXXX 9th Complaint CFPB # XXXX & XX/XX/XXXX 10th Complaint CFPB # XXXX & XX/XX/XXXX 11th Complaint CFPB # XXXX & XX/XX/XXXX 12th Complaint CFPB # XXXX, XXXX XXXX Freely Believes Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff HAVE ESTABLISHED A PATTERN OF ACTIONS Without Merit & Unreasonably Showing Bias With Discrimination To XXXX XXXX XXXX XXXX XXXX. XXXX & Acts Of Theft For Their XXXX XXXX XXXX Property & XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, And XXXX XXXX, Patriot Forever Declaring Independence, XXXX XXXX XXXX XXXX & XXXX XXXX Pending Lawsuits Valued For Many XXXX XXXX XXXX XXXX Dollars & Her Inheritance.
XXXX XXXX freely believes the Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX with support by Citizens Bank Consumer Finance staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to show bias with discrimination to XXXX XXXX & XXXX XXXX. XXXX & acts of theft for their XXXX XXXX XXXX property XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, And XXXX XXXX, Patriot Forever Declaring Independence, XXXX XXXX XXXX XXXX XXXX XXXX XXXX pending lawsuits valued for many XXXX XXXX XXXX XXXX XXXX & her inheritance.
Please find documentation for XXXX XXXX XX/XX/XXXX 9th Complaint CFPB # XXXX & XX/XX/XXXX 10th Complaint CFPB Complaint # XXXX & XX/XX/XXXX 11th Complaint CFPB # XXXX & XX/XX/XXXX 12th Complaint CFPB # XXXX : XXXX XXXX XXXX XXXX Addition, XXXX Complaint CFPB Complaint # XXXX, To XX/XX/XXXX XXXXrd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX.
XX/XX/XXXX XXXX XXXX addition to her above XX/XX/XXXX & XX/XX/XXXXXXXX statement : XXXX XXXX freely believes the Citizens Bank Home Equity Loan Department has acted charging me expenses without merit of adding a full {$1200.00} monthly payment amount of both principal & interest sums to their past due payment calculations for XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX &XX/XX/XXXX & XX/XX/XXXX Home Equity Loan Statements Total Amount Due sums, & have not properly declared all new charges documented in the XX/XX/XXXX bill XXXX XXXX & XXXX XXXX got from Citizens Bank, & in all the declared bills gotten from Citizens Bank the Amount Past Due & Total Amount Past Due adds a full {$1200.00} monthly payment amount of both principal & interest sums. Important Note : neither XXXX XXXX nor XXXX XXXX have gotten additional Home Equity Loan funds from Citizens Bank following their most recent loan of XX/XX/XXXX. {$64.00} question : why is the Citizens Bank Home Equity Loan Department adding additional principal funds starting in XX/XX/XXXX & continuing through XX/XX/XXXX in all of their Home Equity Loan Statements calculations of Past Due Payments & Total Amount Due & Estimated Payoff Amount figures when neither XXXX XXXX nor XXXX XXXX have gotten additional principal funds from Citizens Bank following the XX/XX/XXXX Home Equity Loan?
XXXX XXXX XX/XX/XXXX 10th Complaint CFPB Complaint # XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking {$1200.00} Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of {$290.00} Principal + {$220.00} Interest = {$520.00} NOT {$1200.00} For XXXX XXXX Had Paid A {$1100.00} Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan & Said Unreasonable Citizens Bank Consumer Finance XX/XX/XXXX Action XXXX XXXX Did Not Have Available {$1200.00} Funds For The XX/XX/XXXX Autopay & The Citizens Bank Consumer Finance Have Been Charging Late Fees From XX/XX/XXXX Through XX/XX/XXXX. For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX Detailed XX/XX/XXXX Payment Statement & Act Violating XXXX XXXX Available Funding For The XX/XX/XXXX Autopay, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations.
XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, a Citizens Bank recorded call with truthful notes taken by XXXX XXXX and the Citizens Bank Home Equity Loan documentation from XX/XX/XXXX through XX/XX/XXXX.
Content of XXXX call with XXXX : XXXX asks of XXXX, is he an Agent of the Citizens Bank Home Equity Loan Department. Dukes answer yes.
XXXX states to XXXX she wants her statement noted on her Home Equity Loan account for Citizens Bank has not taken the XX/XX/XXXX autopay for her account XXXX : one month ago XXXX stated to Agent XXXX she had Social Security funds for account XXXX autopays & XXXX is responsible for the Home Equity Loan conditions & on XX/XX/XXXX XXXX paid the Town of XXXX {$110.00} property tax bill due leaving her funds to make a XX/XX/XXXX autopay on XXXX XXXX of {$290.00} principal [ noted on XX/XX/XXXX Citizens Bank Home Equity Loan Statement ] & {$220.00} interest equaling {$520.00} & please have Citizens Bank take this XX/XX/XXXX & XX/XX/XXXX available autopay.
XXXX reply : he can not take the payment for there is a hold on this account & XXXX must talk with Consumer Counseling [ Consumer Finance ].
For twenty minutes XXXX politely pleads with XXXX to please note her account as requested above & XXXX states he can not. And XXXX importantly notes Consumer Finance has repeatedly hung up the phone on her.
At the end of this call XXXX states to XXXX she has filed 6 Complaints to the Federal Reserve regarding Citizens Bank actions & XXXX will tell the Federal Reserve of this call with notes she has taken. Only then did XXXX agree to importantly note XXXX XXXX account XXXX as she requested above.
XXXX XXXX XX/XX/XXXX 11th Complaint CFPB # XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX.
Content of XXXX call with Eymer on XX/XX/XXXX : At noon XXXX speaks with XXXX & importantly requests Eymer please note XXXX Home Equity Loan account XXXX with : I paid the Town of XXXX property tax bill, a condition of my Home Equity Loan, on XX/XX/XXXX, check XXXX in the amount of {$1100.00}.
For paying this property tax bill I therefore do not have available funds today, XX/XX/XXXX, to pay the {$1200.00} autopay for my Home Equity Loan.
Important note : in less than the 15 day Citizens Bank grace period, on XX/XX/XXXX, I will have available funds to pay the XX/XX/XXXX {$1200.00} autopay.
I petitioning the Citizens Bank Equity Loan Department to take the XX/XX/XXXX {$1200.00} autopay for my Home Equity Loan account XXXX on XX/XX/XXXX, less than the 15 grace period days given for loan payments, and to not charge me any penalty or late fee.
XXXX states to XXXX : My account has been removed & marked secure so he has no access to it.
XXXX states XXXX needs to speak with Citizens Loan Customer Finance & XXXX notes they have hung up the phone on her & their actions caused her to file eight Complaints to the Federal Reserve.
Following learning from XXXX XXXX customer service specialists on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX were able to note XXXX account, XXXX tries to do so again offering think I can access account ending XXXX.
XXXX takes sufficient time to write XXXX detailed XX/XX/XXXX note above on XXXX account ending with XXXX.
When XXXX was finished he gave XXXX Reference # XXXX for XXXX above XX/XX/XXXX Home Equity Loan account XXXX note.
XXXX states thank you to XXXX & offers him a Happy XXXX.
Content of XXXX XXXX with XXXX on XX/XX/XXXX : At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX for her to take the opportunity to make a Reference # for XXXX important statements to XXXX.
XXXX states to XXXX she was just stunned when she discovered Citizens Bank did not take the {$1200.00} XX/XX/XXXX autopay per the XX/XX/XXXX Reference # XXXX recorded by Customer Service Specialist Eymer who XXXX spoke regarding XXXX Home Equity Loan account XXXX on XXXX XXXX.
XXXX states to XXXX she found Reference # XXXX & would thoroughly read it.
Following XXXX reading of said Reference # XXXX politely stated to XXXX she wanted XXXX to please note her Home Equity Loan account XXXX with these important notes & when XXXX had completed writing said important XX/XX/XXXX notes, would XXXX please give XXXX a Reference # for said XX/XX/XXXX. XXXX stated to XXXX she would write XXXX important notes & give XXXX a XX/XX/XXXX Reference #.
XXXX Important notes : 1 ) XXXX was stunned when she discovered early the morning of XX/XX/XXXX Citizens Bank had chosen to act to not withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX per XXXX recorded XX/XX/XXXX important notes recorded by XXXX, Reference # XXXX. XXXX believes Citizens Bank Loan Customer Finance officials knew of the XX/XX/XXXX Reference # XXXX & chose not to act to withdraw the XX/XX/XXXX {$1200.00} autopay even though said officials had established a precedent to take the {$1200.00} autopays per XXXX calls with recorded notes over the last months ; 2 ) XXXX believes said unreasonable act by the XXXX Bank Loan Customer Finance is a violation of Federal Reserve banking regulations which XXXX will write another Complaint to the Honorable XXXX XXXX XXXX about ; 3 ) XXXX importantly notes for unreasonable actions by Citizens Bank Loan Customer Finance earlier, XXXX wrote eight Complaints to the Federal Reserve ; thus, the Citizens Bank Loan Customer Finance has not changed their actions on XXXX Home Equity Loan account # XXXX ; 4 ) XXXX will not pay any penalty or any fee for the XX/XX/XXXX {$1200.00} autopay to be withdrawn for the established president by Citizens Bank Loan Customer Finance ; and 5 ) as a curtesy call today XX/XX/XXXX, XXXX is calling for a second time to have Citizens Bank withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX for it was not withdrawn on XX/XX/XXXX even though Citizens Bank Loan Customer Service knew by Reference # XXXX XXXX the funds were available on XX/XX/XXXX, well within the 15 day payment grace period given by Citizens Bank Loan Customer Finance.
XXXX states to XXXX she can not withdraw the {$1200.00} autopay, only Citizens Bank Loan Customer Finance handles the autopays, & XXXX states there may be a fee which only officials of the Customer Finance would handle. And XXXX would find a senior Customer Finance staff to take XXXX transferred call.
XXXX importantly states to XXXX multiple times when XXXX has tried to speak with Customer Finance, Customer Finance hangs up the phone on XXXX by either closing the transferring call or hanging up the phone with XXXX when she is speaking with a Customer Finance staff.
XXXX further importantly notes to XXXX XXXX does not know who within the Citizens Bank Home Equity Loan Department handles autopays & all of her earlier months Home Equity Loan account XXXX notes have been acted upon by the Citizens Bank Home Equity Loan Department.
XXXX writes up XXXX important XX/XX/XXXX notes. When she is done XXXX gives XXXX a XX/XX/XXXX Reference # XXXX.
XXXX asks XXXX to read to her what the Reference # XXXX states, to make sure XXXX wrote all of XXXX important notes.
XXXX reads XX/XX/XXXX Reference # XXXX & everything is correct except one note in which XXXX had written XXXX will not call & talk with Customer Finance.
XXXX then importantly notes multiple times for XXXX for Consumer Finance hangs up the phone with XXXX, XXXX can not talk with them.it is not a case of XXXX not willing to talk with Consumer Finance as XXXX had written.
XXXX writes the above correction & then states to XXXX all of XXXX important XX/XX/XXXX Home Equity Loan account XXXX notes are written & recorded by Reference # XXXX.
XXXX requests of XXXX that she please make sure all Customer Service staff see & read XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX.
XXXX thanks XXXX for her work.
XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance With Home Equity Loan Department To Have Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX.
XX/XX/XXXX Complaint CFPB # XXXX XXXX XXXX XX/XX/XXXX 12th Complaint Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Has Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR PAYING THE XX/XX/XXXX {$1200.00} AUTOPAY ON TIME. Moreover, XXXX XXXX XX/XX/XXXX addition to her XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX.
XX/XX/XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$7600.00} [ {$1200.00} + {$290.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$290.00} + Past Due Payment {$6100.00} = Total Amount Due {$7600.00}.
Amount Past Due {$6100.00} + Late Charges Due {$290.00} = Total Amount Due {$7600.00}.
XX/XX/XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX.
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE XXXX LATE CHARGES DUE {$330.00} TOTAL AMOUNT PAST DUE {$6400.00} XXXX XXXX Offers This Bottom-line For Her XX/XX/XXXX 12th Complaint : XXXX XXXX Freely Believes Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank Home Equity Loan Department Have Freely violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK CONSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY CONSUMER FINANCE VICE XX/XX/XXXX XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE DOCTOR XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX & XXXX XXXX XXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY PENNY OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX.
XXXX XXXX XX/XX/XXXX COMPLAINTS WERE SENT BY CERTIFIED MAIL TO THE HONORALBE DOCTOR XXXX XXXX XXXX AND CITIZENS BANK CEO & GOVERNORS XXXX XXXX & XXXX XXXX. XXXX XXXX XX/XX/XXXX COMPLAINTS WERE THEN FORWARDED TO CFPB WHO SUBMITTED THESE COMPLAINTS ON XX/XX/XXXX TO CITIZENS BANK AS CFPB COMPLAINT # XXXX. PLEASE THOROUGHLY READ CFPB COMPLAINT # XXXX IMPORTANTLY NOTING THE XX/XX/XXXX COMPLAINTS BELOW.
XXXX XXXX XXXX XXXX XXXX Complaint CFPB Complaint # XXXX Discrimination and Bias Against XXXX XXXX XXXX Citizen In XXXX History To Have Lived Unlike President XXXX XXXX Following A Hairsbreadth Of XXXX Head Injury, & XXXX XXXX XXXX A XXXX XXXX Veteran & XXXX Like XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Adopted Profoundly Abused XXXX XXXX XXXX.
XXXX XXXX XX/XX/XXXX 2nd Complaint CFPB Complaint # XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Have I Believe Acted To Steal My Priceless Once In All Of History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Declared the XXXX XXXX, XXXX XXXX XXXX XXXX XXXX & XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To Be Forever Honored And Revered As A United States Of America XXXX XXXX, Just Like National Treasures Of The Declaration Of Independence, XXXX XXXX XXXX XXXX XXXX, & XXXX XXXX By Working To Initiate Foreclosure Proceedings & To Hang Up During My Calls.
XXXX XXXX XXXX XXXX 4th Complaint CFPB Complaint # XXXX Citizens Bank Home Equity Loan Department Has Acted In Its Initial Foreclosure Proceedings To Deny Me & Steal From Me My Opportunity For Important Lawsuits Of Substantial Consequences Including Actually Getting XXXX XXXX XXXX Court President Judge XXXX XXXX Declared Estate Share Of XX/XX/XXXX.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX
|
| 01/20/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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|
Web |
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The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX XXXX XXXX XXXX, XXXX.
Washington, D.C. XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to https//complaint.consumerfinance.gov/submit-a-complaint CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 15th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 15th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 15th Complaint Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX.
XXXX XXXX freely believes the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX & XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX for XXXX home equity loan account XXXX XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX & a XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX within the 15 day payment grace period given & instructing Home Equity Loan Department Agents XXXX XXXX must talk with Consumer Finance when in XXXX every time XXXX has tried to speak with Consumer Finance they have hung up the phone with her.
XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX & the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, both Citizens Bank recorded calls with truthful notes taken by XXXX XXXX.
XXXX XXXX XXXX XX/XX/XXXX Calls To XXXX XXXX XXXX With Documentation Of XXXX XX/XX/XXXX Call To XXXX & XX/XX/XXXX Call To XXXX at Citizens Equity Loan Department XXXX calls ( XXXX ) XXXX XXXX.
XX/XX/XXXX At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX to Read XXXX & XXXX & with these Reference # s add XXXX XX/XX/XXXX note with a XX/XX/XXXX Reference #.
XXXX petitions XXXX to find XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX and to add a new XX/XX/XXXX Reference # to XXXX important statement Given Reference # XXXX XXXX & Reference # XXXX XXXX payments, XXXX will have the XX/XX/XXXX {$1200.00} Home Equity Loan account XXXX autopay on XX/XX/XXXX with available funds of Social Security funds she gets & this is within the 15 day grace period for autopay payments thus XXXX would not be charge a penalty.
XXXX finds Reference # s XXXX & XXXX & reads them.
XXXX then states looking at issues you have with XXXX. XXXX continues stating accounts of the home equity loan & line of credit have issues & assets recovery is now who I should be speaking with.
XXXX then importantly notes : she has filed 14 Complaints with the Honorable XXXX XXXX XXXX, with five recent complaints including XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX were not honored by Citizens Bank Home Equity Loan Department.
XXXX then states he has to check bank policies & procedures & starts doing that, in reference to XXXX petition of a XX/XX/XXXX note Reference #.
XXXX then importantly notes to XXXX the following : 1 ) CEO XXXX XXXX XXXX has all of XXXX Complaints thus XXXX XXXX has XXXX Complaints, 2 ) XX/XX/XXXX & XX/XX/XXXX Reference # XXXX XXXX & XXXX were allowed per bank policies & procedures XXXX believes & 3 ) XXXX petitions XXXX to have all Citizens Bank involved parties to read the new XX/XX/XXXX Reference # XXXX has petitioned XXXX for.
XXXX considers the referenced documentation & XXXX statements to him, & then states OK to XXXX petition of a XX/XX/XXXX Reference # attached to her two Reference # s XXXX & XXXX.
XXXX then importantly offers to XXXX what they have agreed to : You said you would please note Reference # s XXXX & XXXX I will have {$1200.00} available funds for the XX/XX/XXXX autopay Then suddenly XXXX states to XXXX XXXX XXXX I will be back in 2 3 minutes & he puts XXXX on holdXXXX counts the minutes & at eight minutes of waiting for XXXX to return & complete what he stated to XXXX to do, XXXX hangs up the phone.
Important Point : XXXX freely believes what XXXX did to XXXX was unreasonable & not merited.
At XXXX XXXX XXXX speaks with XXXX & importantly notes to XXXX she believes her call with XXXX was unreasonable & XXXX wishes to have XXXX important work on her behalf.
XXXX petitions XXXX to find the XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX and to add a new XX/XX/XXXX Reference # to XXXX important statement Given Reference # XXXX XXXX & Reference # XXXX XXXX payments, XXXX will have the XX/XX/XXXX {$1200.00} Home Equity Loan account XXXX autopay on XX/XX/XXXX with available funds of Social Security funds she gets & this is within the 15 day grace period for autopay payments thus XXXX would not be charge a penalty.
XXXX finds my XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX & states to XXXX he is noting the two Reference # s & will put me on a 2 minute hold.
In less than 2 minutes XXXX comes back on the phone & states to XXXX the XX/XX/XXXX Reference # is XXXX.
XXXX then confirmed what XXXX noted on Reference # XXXX, XXXX states to XXXX Reference # XXXX states : XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX have the XX/XX/XXXX Reference # XXXX with XXXX important statement Given Reference # XXXX XXXX & Reference # XXXX XXXX payments, XXXX will have the XX/XX/XXXX {$1200.00} Home Equity Loan account XXXX autopay on XX/XX/XXXX with available funds of Social Security funds she gets & this is within the 15 day grace period for autopay payments thus XXXX would not be charge a penalty.
XXXX reply Yes & XXXX states to XXXX thank you very much.
XX/XX/XXXX At noon XXXX speaks with XXXX & importantly requests XXXX please note XXXX Home Equity Loan account XXXX with : I paid the Town of XXXX property tax bill, a condition of my Home Equity Loan, on XX/XX/XXXX, check XXXX in the amount of {$1100.00}.
For paying this property tax bill I therefore do not have available funds today, XX/XX/XXXX, to pay the {$1200.00} autopay for my Home Equity Loan.
Important note : in less than the 15 day Citizens Bank grace period, on XX/XX/XXXX, I will have available funds to pay the XX/XX/XXXX {$1200.00} autopay.
I petitioning the Citizens Bank Equity Loan Department to take the XX/XX/XXXX {$1200.00} autopay for my Home Equity Loan account XXXX on XX/XX/XXXX, less than the 15 grace period days given for loan payments, and to not charge me any penalty or late fee.
XXXX states to XXXX : My account has been removed & marked secure so he has no access to it.
XXXX states XXXX needs to speak with Citizens Loan Customer Finance & XXXX notes they have hung up the phone on her & their actions caused her to file eight Complaints to the Federal Reserve.
Following learning from XXXX Citizens customer service specialists on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX were able to note XXXX account, XXXX tries to do so again offering think I can access account ending XXXX.
XXXX takes sufficient time to write XXXX detailed XX/XX/XXXX note above on XXXX account ending with XXXX.
When XXXX was finished he gave XXXX Reference # XXXX for XXXX above XX/XX/XXXX Home Equity Loan account XXXX note.
XXXX states thank you to XXXX & offers him a Happy XXXX.
XX/XX/XXXX At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX for her to take the opportunity to make a Reference # for XXXX important statements to XXXX.
XXXX states to XXXX she was just stunned when she discovered Citizens Bank did not take the {$1200.00} XX/XX/XXXX autopay per the XX/XX/XXXX Reference # XXXX recorded by Customer Service Specialist XXXX who XXXX spoke regarding XXXX Home Equity Loan account XXXX on XX/XX/XXXX.
XXXX states to XXXX she found Reference # XXXX & would thoroughly read it.
Following XXXX reading of said Reference # XXXX politely stated to XXXX she wanted XXXX to please note her Home Equity Loan account XXXX with these important notes & when XXXX had completed writing said important XX/XX/XXXX notes, would XXXX please give XXXX a Reference # for said XX/XX/XXXX. XXXX stated to XXXX she would write XXXX important notes & give XXXX a XX/XX/XXXX Reference #.
XXXX Important notes : 1 ) XXXX was stunned when she discovered early the morning of XX/XX/XXXX Citizens Bank had chosen to act to not withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX per XXXX recorded XX/XX/XXXX important notes recorded by XXXX, Reference # XXXX. XXXX believes Citizens Bank Loan Customer Finance officials knew of the XX/XX/XXXX Reference # XXXX & chose not to act to withdraw the XX/XX/XXXX {$1200.00} autopay even though said officials had established a precedent to take the {$1200.00} autopays per XXXX calls with recorded notes over the last months ; 2 ) XXXX believes said unreasonable act by the Citizens Bank Loan Customer Finance is a violation of Federal Reserve banking regulations which XXXX will write another Complaint to the Honorable XXXX XXXX XXXX about ; 3 ) XXXX importantly notes for unreasonable actions by Citizens Bank Loan Customer Finance earlier, XXXX wrote eight Complaints to the Federal Reserve ; thus, the Citizens Bank Loan Customer Finance has not changed their actions on XXXX Home Equity Loan account # XXXX ; 4 ) XXXX will not pay any penalty or any fee for the XX/XX/XXXX {$1200.00} autopay to be withdrawn for the established president by Citizens Bank Loan Customer Finance ; and 5 ) as a curtesy call today XX/XX/XXXX, XXXX is calling for a second time to have Citizens Bank withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX for it was not withdrawn on XX/XX/XXXX even though Citizens Bank Loan Customer Service knew by Reference # XXXX XXXX the funds were available on XX/XX/XXXX, well within the 15 day payment grace period given by Citizens Bank Loan Customer Finance.
XXXX states to XXXX she can not withdraw the {$1200.00} autopay, only Citizens Bank Loan Customer Finance handles the autopays, & XXXX states there may be a fee which only officials of the Customer Finance would handle. And XXXX would find a senior Customer Finance staff to take XXXX transferred call.
XXXX importantly states to XXXX multiple times when XXXX has tried to speak with Customer Finance, Customer Finance hangs up the phone on XXXX by either closing the transferring call or hanging up the phone with XXXX when she is speaking with a Customer Finance staff.
XXXX further importantly notes to XXXX XXXX does not know who within the Citizens Bank Home Equity Loan Department handles autopays & all of her earlier months Home Equity Loan account XXXX notes have been acted upon by the Citizens Bank Home Equity Loan Department.
XXXX writes up XXXX important XX/XX/XXXX notes. When she is done XXXX gives XXXX a XX/XX/XXXX Reference # XXXX.
XXXX asks XXXX to read to her what the Reference # XXXX states, to make sure XXXX wrote all of XXXX important notes.
XXXX reads XX/XX/XXXX Reference # XXXX & everything is correct except one note in which XXXX had written XXXX will not call & talk with Customer Finance.
XXXX then importantly notes multiple times for XXXX for Consumer Finance hangs up the phone with XXXX, XXXX can not talk with them.it is not a case of XXXX not willing to talk with Consumer Finance as XXXX had written.
XXXX writes the above correction & then states to XXXX all of XXXX important XX/XX/XXXX Home Equity Loan account XXXX notes are written & recorded by Reference # XXXX.
XXXX requests of XXXX that she please make sure all Customer Service staff see & read XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX.
XXXX thanks XXXX for her work.
XXXX XXXX XXXX XX/XX/XXXX Call To XXXX With Documentation Of XXXX XX/XX/XXXX Call To XXXX & XX/XX/XXXX Call To XXXX XXXX XX/XX/XXXX Call To XXXX at Citizens Home Equity Loan Department XXXX call ( XXXX ) XXXX XXXX, Citizens Home Equity Loan Department.
XX/XX/XXXX At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX to Read XXXX & XXXX & XXXX & with these Reference # s add XXXX XX/XX/XXXX note with a XX/XX/XXXX Reference #.
XXXX requests of XXXX to please find & read three Reference # s of XXXX calls : 1 ) XX/XX/XXXX call with XXXX, XXXX, 2 ) XX/XX/XXXX call with XXXX, XXXX & 3 ) XX/XX/XXXX call with XXXX, XXXX.
Furthermore, after reading the given important reference # s, XXXX petitions XXXX to write XXXX XX/XX/XXXX statements involving her home equity loan XXXX autopayments with an assigned XX/XX/XXXX Reference #.
XXXX finds & reads the three Reference # s XXXX offered. XXXX requests of XXXX if she is ready to write XXXX XX/XX/XXXX statement with a XX/XX/XXXX assigned Reference #. XXXX answer is yes.
XXXX XX/XX/XXXX statement : 1 ) XXXX importantly stated I would have Social Security available funds on XX/XX/XXXX for my home equity loan XXXX XX/XX/XXXX {$1200.00} autopay in the Citizens Home Equity Loan Departments allowed 15 days to make an autopay with no penalty & no late fee & no charge of any kind. XXXX does not know why the Citizens Bank Home Equity Loan Department acted to not collect XXXX XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX & even as of today, XX/XX/XXXX, said department has still not withdrawn XXXX XX/XX/XXXX available XX/XX/XXXX {$1200.00} autopay, & 2 ) and for reserving XXXX XX/XX/XXXX Social Security funds for her Home Equity Loan XXXX XX/XX/XXXX autopay, XXXX will have Social Security available funds on XX/XX/XXXX for said loans XX/XX/XXXX {$1200.00} autopay with no penalty & no late fee & no charge of any kind for this XX/XX/XXXX available funds autopay is in the Citizens Bank Home Equity Loan Department allowed 15 days to make an autopay. XXXX then importantly notes to XXXX to please make sure the Citizens Bank Home Equity Loan Department actually takes XXXX available funds for her autopays for XXXX knows of no explanation why the Citizens Bank Home Equity Loan Department has not withdrawn XXXX available funds for her loans {$1200.00} autopays.
XXXX notes to XXXX the Citizens Bank Home Equity Loan Department Consumer Finance staff are who XXXX needs to speak with.
XXXX reply is the Consumer Finance staff in XX/XX/XXXX have always hung up the phone on XXXX not allowing XXXX to speak with them. Further, XXXX notes to XXXX Consumer Finance hung up calls with XXXX : 1 ) when XXXX was transferred to Consumer Finance by a Citizens Bank Home Equity Loan Customer Service Specialist, Consumer Finance just hung up the line when XXXX was waiting on the line & 2 ) XXXX was having a reasonable conversation with a Consumer Finance Specialist, just like she was having with XXXX, & then suddenly the Consumer Finance Specialist just hung up the phone with XXXX.
XXXX reply to XXXX XX/XX/XXXX Consumer Finance experiences : Do our best to read notes & get you set.
XXXX gave XXXX her XX/XX/XXXX important Home Equity Loan XXXX statements XX/XX/XXXX Reference # XXXX.
XXXX thanked XXXX very much.
Later on XX/XX/XXXX when XXXX checked the status of her available XX/XX/XXXX {$1200.00} autopay, XXXX learned from the ( XXXX ) XXXX XXXX Citizens Bank staff her XX/XX/XXXX {$1200.00} autopay was collected by the Citizens Bank Home Equity Loan Department on XX/XX/XXXX.
XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance With Home Equity Loan Department To Have Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 15th Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX XXXX
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| 02/16/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XX/XX/XXXX
The Honorable XXXX XXXX
Chair, Board of Governors of the Federal Reserve
Federal Reserve Board
XXXX XXXX XXXX XXXX XXXX, XXXX.
Washington, D.C. XXXX
&
XXXX XXXX XXXX, Chairman, President & CEO & XXXX XXXX, Chairmans Office & Assistant Vice President XXXX XXXX
RBS Citizens Financial Group
XXXX XXXX XXXX XXXX, Rhode Island XXXX
(XXXX) XXXX XXXX
The Honorable XXXX XXXX, XX/XX/XXXX email to https//complaint.consumerfinance.gov/XXXX
CEO XXXX XXXX XXXX & XXXX XXXX Chairmans Office & Assistant Vice President XXXX XXXX, XX/XX/XXXX email to XXXX & XXXX & XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX
CFPB Complaint Number XXXX- Submitted To CFPB XX/XX/XXXX
Dear The Honorable XXXX XXXX & CEO XXXX XXXX & XXXX XXXX & Assistant Vice President XXXX XXXX,
I present to you my 19th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 19th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at (XXXX) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 19th Complaint Citizen Bank XXXX XXXX, Chairmans Office With Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Specific Authorization For A XX/XX/XXXX $XXXX Autopay ONLY On XX/XX/XXXX For My Home Equity Loan Account XXXX Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT ALLOWING A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX OVERDRAFT]; XXXX XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE WITH CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.
XXXX XXXX freely believes the Citizens Bank XXXX XXXX, Chairmans Office and Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably AND HAVE ACTED ILLEGALLY STEALING FUNDS FROM XXXX XXXX when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX for XXXX home equity loan account XXXX XX/XX/XXXX $XXXX autopay on ONLY ON XX/XX/XXXX within the 15 day payment grace period given & instructing Home Equity Loan Department Agents XXXX XXXX must talk with Consumer Finance when in XX/XX/XXXX every time XXXX has tried to speak with Consumer Finance they have hung up the phone with her, AND AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT ALLOWING WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX OVERDRAFT]; XXXX XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE WITH CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.
.
XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX (XXXX) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, AND XXXX XXXX XX/XX/XXXX call from XXXX XXXX To XXXX XXXX to Claims Department XXXX (XXXX) XXXX XXXX option 2 transferred to Customer Service Representative XXXX transferred to Customer Service Supervisor XXXX, both Citizens Bank recorded calls with truthful notes taken by XXXX XXXX.
XXXX XXXX XX/XX/XXXX Call To XXXX at Citizens Home Equity Loan Department
XX/XX/XXXX
At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX to Read XXXX & XXXX & XXXX & with these Reference #s add XXXX XX/XX/XXXX note with a XX/XX/XXXX Reference #.
XXXX requests of XXXX to please find & read three Reference #s of XXXX calls: 1) XX/XX/XXXX call with XXXX, XXXX, 2) XX/XX/XXXX call with XXXX, XXXX & 3) XX/XX/XXXX call with XXXX, XXXX.
Furthermore, after reading the given important reference #s, XXXX petitions XXXX to write XXXX XX/XX/XXXX statements involving her home equity loan XXXX autopayments with an assigned XX/XX/XXXX Reference #.
XXXX finds & reads the three Reference #s XXXX offered. XXXX requests of XXXX if she is ready to write XXXX XX/XX/XXXX statement with a XX/XX/XXXX assigned Reference #. XXXX answer is yes.
XXXX XX/XX/XXXX statement: 1) XXXX importantly stated I would have Social Security available funds on XX/XX/XXXX for my home equity loan XXXX XX/XX/XXXX $XXXX autopay in the Citizens Home Equity Loan Departments allowed 15 days to make an autopay with no penalty & no late fee & no charge of any kind. XXXX does not know why the Citizens Bank Home Equity Loan Department acted to not collect XXXX XX/XX/XXXX $XXXX autopay on XX/XX/XXXX & even as of today, XX/XX/XXXX, said department has still not withdrawn XXXX XX/XX/XXXX available XX/XX/XXXX $XXXX autopay, & 2) and for reserving XXXX XX/XX/XXXX Social Security funds for her Home Equity Loan XXXX XX/XX/XXXX autopay, XXXX will have Social Security available funds on XX/XX/XXXX for said loans XX/XX/XXXX $XXXX autopay with no penalty & no late fee & no charge of any kind for this XX/XX/XXXX available funds autopay is in the Citizens Bank Home Equity Loan Department allowed 15 days to make an autopay. XXXX then importantly notes to XXXX to please make sure the Citizens Bank Home Equity Loan Department actually takes XXXX available funds for her autopays for XXXX knows of no explanation why the Citizens Bank Home Equity Loan Department has not withdrawn XXXX available funds for her loans $XXXX autopays.
XXXX notes to XXXX the Citizens Bank Home Equity Loan Department Consumer Finance staff are who XXXX needs to speak with.
XXXX reply is the Consumer Finance staff in XX/XX/XXXX have always hung up the phone on XXXX not allowing XXXX to speak with them. Further, XXXX notes to XXXX Consumer Finance hung up calls with XXXX: 1) when XXXX was transferred to Consumer Finance by a Citizens Bank Home Equity Loan Customer Service Specialist, Consumer Finance just hung up the line when XXXX was waiting on the line & 2) XXXX was having a reasonable conversation with a Consumer Finance Specialist, just like she was having with XXXX, & then suddenly the Consumer Finance Specialist just hung up the phone with XXXX.
XXXX reply to XXXX XX/XX/XXXX Consumer Finance experiences: Do our best to read notes & get you set.
XXXX gave XXXX her XX/XX/XXXX important Home Equity Loan XXXX statements XX/XX/XXXX Reference # XXXX.
XXXX thanked XXXX very much.
Later on XX/XX/XXXX when XXXX checked the status of her available XX/XX/XXXX $XXXX autopay, XXXX learned from the (XXXX) XXXX XXXX Citizens Bank staff her XX/XX/XXXX $XXXX autopay was collected by the Citizens Bank Home Equity Loan Department on XX/XX/XXXX.
XXXX XXXX XX/XX/XXXX Call From XXXX XXXX XXXX - XXXX XXXX To XXXX At Citizens Bank Claims Department With Transfer To Citizens Bank Customer Service Representative XXXX With Transfer To XXXX Citizens Bank Customer Service Supervisor XXXX, All At XXXX RI Citizens Bank Branch XXXX XXXX Believes.
XX/XX/XXXX XXXX XXXX calls XXXX XXXX to Citizens Bank Claims Department Representative XXXX at (XXXX) XXXX XXXX XXXX option 2, followed by Citizens Bank (XXXX) XXXX XXXX Customer Service Representative XXXX & XXXX Supervisor XXXX ending at XXXX XXXX XXXX XXXX spoke with XXXX petitioning to learn the XX/XX/XXXX Claim number XXXX stated to XXXX on XX/XX/XXXX would be processed byXXXX XXXX XXXX on XX/XX/XXXX; XXXX states to XXXX she cannot find the XX/XX/XXXX Claim & XXXX petitions XXXX to add the second Citizens Bank XX/XX/XXXX fee of $XXXX overdraft, done late the afternoon of XX/XX/XXXX for it was not there at XXXX XXXX with XXXX answer it could not be added to the XX/XX/XXXX Claim & XXXX should file a new Claim for it & XXXX replied she would, & after looking to find XXXX to have XXXX state to XXXX what XXXX stated to XXXX on XX/XX/XXXX, XXXX came back to XXXX she does not know where she is & she has found no XX/XX/XXXX Claim #;
XXXX then petitions XXXX to transfer her to Customer Service to have XXXX find the Claim he filed for XXXX at XXXX XXXX on XX/XX/XXXX & add a claim for the late XX/XX/XXXX $XXXX overdraft fee, a 2nd fee by Citizens Bank on XX/XX/XXXX;
XXXX speaks with XXXX, Customer Service Representative, stating to XXXX XXXX is calling about the XX/XX/XXXX Claim he filed for her at XXXX XXXX& XXXX highlighted her XX/XX/XXXX Claim: XX/XX/XXXX checking account XXXX balance $XXXX = Check XXXX $XXXX + Check XXXX $XXXX + Check XXXX $XXXX + Check XXXX $XXXX + $XXXX balance cash = Citizens Bank & XXXX XXXX freely agreed with; XX/XX/XXXX Citizens Bank withdrew $XXXX which they had no authorization or permission for & violating Federal banking & finance & consumer regulations from XXXX XXXX giving XXXX checking account a negative balance of $XXXX for Check XXXX $XXXX had not posted yet & for which Citizens Bank without merit and then Citizens Bank acted without merit violating Federal banking & finance & consumer regulations withdrawing the following charges & fees: XX/XX/XXXX $XXXX overdraft + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX internal bank debit = fee for sustained overdraft XXXX stated to XXXX totaling $XXXX theft from XXXX XXXX checking account XXXX & offered to XXXX Claims Department XXXX just stated to XXXX XXXX cannot find his filed XX/XX/XXXX Claim & because Citizens Bank late on XX/XX/XXXX added a second fee of $XXXX overdraft creating a grand total of $XXXX XXXX is petitioning XXXX to file a new Claim of XX/XX/XXXX equaling the XX/XX/XXXX Claim with the addition of the second XX/XX/XXXX Citizens Bank fee of $XXXX overdraft; XXXX stated to XXXX he wanted to check with his Supervisor to make sure XXXX knew how to correctly file the new Claim & when XXXX came back to XXXX XXXX stated his Supervisor XXXX stated a Claim could not be filed for XXXX is working on it; XXXX asked XXXX who XXXX is for XXXX has never gotten a call or email or letter from XXXX & XXXX reply XXXX is in the Chairmans Office & he is getting XXXX for me to state to me what is going on;
Supervisor XXXX speaks with XXXX stating XXXX is working on it so a Claim cannot be filed & stunned XXXX states to XXXX XXXX did not give permission or instructions for Citizens Bank to withdraw $XXXX on XX/XX/XXXX & this theft with the total theft of $XXXX in overdraft & services charges from XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX are all violations of Federal banking & finance & consumer regulations XXXX learned from her Uncle, the youngest Senior Vice President of XXXX XXXX XXXX XXXX in its history & XXXX freely stated to XXXX on XX/XX/XXXX just after XXXX XXXX should file a Claim & just after XXXX XXXX XXXX, Claims Department, stated to XXXX by next Tuesday XXXX will have refunded the $XXXX & all of the overdraft & service charge fees of $XXXX;
Supervisor XXXX then freely stated to XXXX for XXXX in the Chairmans Office is working on it & the $XXXX was a Citizens Bank transfer of funds to a loan there could be no Claim: XXXX then asked Supervisor XXXX a number of detailed questions: 1) Assistant Vice President XXXX XXXX had his checking account funds transferred in full by a FBI investigated theft action & Citizens Bank fully supported Assistant Vice President XXXX XXXX Claim of his checking account theft = Citizens Bank DID ALLOW A FILED CLAIM OF FUNDS TRANSFER & Supervisor XXXX stated to XXXX yes Citizens Bank does allow Claims of funds transfer & 2) when Citizens Bank customers have their checking account & debit card information stolen & wrongfully used by someone transferring checking account funds & said customers act to file Citizens Bank Claims are said Claims allowed by Citizens Bank & Supervisor XXXX reply to XXXX is Yes;
XXXX then importantly notes to Supervisor XXXX XXXX does not know XXXX & since XX/XX/XXXX XXXX has filed 18 Complaints to the Federal Reserve & CFPB & through this XXXX has never called or emailed or written to XXXX stating XXXX was working on it or any statements;
XXXX then formally petitions Supervisor XXXX to file a XX/XX/XXXX Claim with XXXX detailed Claim information given to XXXX on XX/XX/XXXX & XXXX Claims Department on XX/XX/XXXX & XXXX Claims Department on XX/XX/XXXX & Supervisor XXXX direct answer is NO to XXXX;
XXXX then petitions Supervisor XXXX to give her XXXX name & email: XXXX XXXX, XXXX & she works in the Charimans Office;
XXXX THEN STATES TO SUPERVISOR XXXX XXXX & HE HAVE VIOLATED FEDERAL BANKING & FINANCE & CONSUMER REGULATIONS BY THEIR ACTS & XX/XX/XXXX XXXX CLAIMS DEPARTMENT STATED TO XXXX BY NEXT TUESDAY XXXX WOULD HAVE REFUNDED THE $XXXX & THE FULL $XXXX OVERDRAFT & SERVICE CHARGES & XXXX FREELY BELIEVES CITIZENS BANK HAS ACTED CAUSING A THEFT OF A TOTAL OF $XXXX OVERDRAFT & SERVICE CHARGES & $XXXX XXXX XXXX NEVER AUTHORIZED OR GAVE PERMISSION FOR A XX/XX/XXXX WITHDRAW FROM HER CHECKING ACCOUNT THUS XXXX WAS FILING TWO MORE FEDERAL RESERVE CFPB COMPLAINTS STATING XXXX XXXX & SUPERVISOR XXXX UNREASONABLE ACTIONS;
Supervisor XXXX final statement to XXXX was he was immediately emailing XXXX with the XX/XX/XXXX matters & XXXX will be hearing from XXXX.
XXXX XXXX Offers This Bottom-line: XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking & Finance & Consumer Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking & Finance & Consumer Regulations Do Not Allow XXXX XXXX, Chairmans office with Citizens Bank Consumer Finance With Home Equity Loan Department To Have Acted Without Merit & Unreasonably & With Theft When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX Call To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization ONLY For A XX/XX/XXXX $XXXX Autopay ONLY On XX/XX/XXXX For My Home Equity Loan Account XXXX Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX, AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT ALLOWING A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX OVERDRAFT]; XXXX XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE WITH CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 19th Complaint. I await your replies.
Sincerely,
XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX (XXXX) XXXX XXXX
XXXX
|
| 02/26/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
XX/XX/XXXX The Honorable XXXX XXXX Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX and XXXX XXXX, XXXX.
XXXX XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO & XXXX XXXX, Chairmans Office & Assistant Vice President XXXX XXXX RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX, XX/XX/XXXX email to XXXX CEO XXXX XXXX XXXX & XXXX XXXX Chairmans Office & Assistant Vice President XXXX XXXX XXXX XX/XX/XXXX th email to XXXX & XXXX & XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX & XXXX XXXX & Assistant Vice President XXXX XXXX , I present to you my 21st Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 21st Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 21st Complaint Citizen Bank XXXX XXXX, Chairmans Office, With Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Have Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR HAVING {$1200.00} AVAILABLE FINDS TO PAY THE XX/XX/XXXX {$1200.00} AUTOPAY ON XX/XX/XXXX, WITHIN THE 15 DAY GRACE PERIOD CITIZENS BANK GIVES CUSTOMERS TO MAKE THEIR LOAN PAYMENT WITHOUT ANY PENALTY OF ANY KIND INCLUDING NO LATE FEES, PER XXXX XX/XX/XXXX CALL WITH HOME EQUITY LOAN REPRESENTATIVE XXXX, REFERENCE # XXXX. TO BE SPECTACULARLY NOTED, XXXX XXXX XXXX XXXX XXXX. XXXX FREELY BELIEVE CITIZEN BANK XXXX XXXX, CHAIRMANS OFFICE, WITH CITIZENS BANK CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX WITH SUPPORT BY CITIZENS BANK CONSUMER FINANCE STAFF HAVE ACTED UNREASONABLY & WITHOUT MERIT & FREELY VIOLATED FEDERAL FINANCE & BANKING & CONSUMER REGULATIONS WHEN SAID PARTIES GIVEN ABOVE FREELY ACTED TO NOT ACT ON XXXX XXXX XX/XX/XXXX REFERENCE # XXXX CALL TO THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT IMPORTANTLY GIVING SPECIFIC AUTHORIZATION FOR A XX/XX/XXXX {$1200.00} AUTOPAY ONLY ON XX/XX/XXXX NOT XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX XXXX XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX For My Home Equity Loan Account XXXX Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX. Moreover, XXXX XXXX XX/XX/XXXX addition to her XX/XX/XXXX addition to her XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX & Is Charging Me Additional Principal That XXXX Has Never Submitted A New Home Equity Loan Application For Nor Has Citizens Bank Granted XXXX A New Home Equity Loan.
XXXX XXXX freely believes the Citizens Bank XXXX XXXX, Chairmans Office With Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff have freely acted without merit & unreasonably AND HAVE ACTED ILLEGALLY CHARGING FUNDS OF LATE FEES AND PRINCIPAL FUNDS NEVER RECEIVED BY XXXX XXXX XXXX XXXX XXXX. XXXX TO XXXX XXXX XXXX XXXX XXXX. XXXX HOME EQUITY LOAN ACCOUNT XXXX when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX for XXXX home equity loan account XXXX XX/XX/XXXX {$1200.00} autopay on ONLY ON XX/XX/XXXX within the 15 day payment grace period given & instructing Home Equity Loan Department Agents XXXX XXXX must talk with Consumer Finance when in XXXX every time XXXX has tried to speak with Consumer Finance they have hung up the phone with her, AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT ALLOWING WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT A UNREASONABLE & NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX NOR BY XXXX XXXX. XXXX FOR A XX/XX/XXXX {$36.00} LATE CHARGE ASSESSED WITH ADDITIONAL PRINCIPAL FOR HOME EQUITY LOAN ACCOUNT XXXX NEVER PAID TO XXXX XXXX NOR XXXX XXXX. XXXX STATED ON CITIZENS BANK HOME EQUITY LOAN STATEMENT OF XX/XX/XXXX AND XX/XX/XXXX LETTER.
XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, AND CITIZENS BANK HOME EQUITY LOAN STATEMENT DATED XX/XX/XXXX WITH XX/XX/XXXX LETTER TO XXXX XXXX XXXX XXXX XXXX. XXXX.
XXXX XXXX XX/XX/XXXX Call To XXXX at Citizens Home Equity Loan Department XX/XX/XXXX At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX to Read XXXX & XXXX & XXXX & with these Reference # s add XXXX XX/XX/XXXX note with a XX/XX/XXXX Reference #.
XXXX requests of XXXX to please find & read three Reference # s of XXXX calls : 1 ) XX/XX/XXXX call with XXXX, XXXX, 2 ) XX/XX/XXXX call with XXXX, XXXX & 3 ) XX/XX/XXXX call with XXXX, XXXX.
Furthermore, after reading the given important reference # s, XXXX petitions XXXX to write XXXX XX/XX/XXXX statements involving her home equity loan XXXX autopayments with an assigned XX/XX/XXXX Reference #.
XXXX finds & reads the three Reference # s XXXX offered. XXXX requests of XXXX if she is ready to write XXXX XX/XX/XXXX XXXX statement with a XX/XX/XXXX assigned Reference #. XXXX answer is yes.
XXXX XX/XX/XXXX statement : 1 ) XXXX importantly stated I would have Social Security available funds on XX/XX/XXXX for my home equity loan XXXX XX/XX/XXXX {$1200.00} autopay in the Citizens Home Equity Loan Departments allowed 15 days to make an autopay with no penalty & no late fee & no charge of any kind. XXXX does not know why the Citizens Bank Home Equity Loan Department acted to not collect XXXX XXXX {$1200.00} autopay on XX/XX/XXXX & even as of today, XX/XX/XXXX, said department has still not withdrawn XXXX XX/XX/XXXX available XX/XX/XXXX {$1200.00} autopay, & 2 ) and for reserving XXXX XX/XX/XXXX Social Security funds for her Home Equity Loan XXXX XX/XX/XXXX autopay, XXXX will have Social Security available funds on XX/XX/XXXX for said loans XX/XX/XXXX {$1200.00} autopay with no penalty & no late fee & no charge of any kind for this XX/XX/XXXX available funds autopay is in the Citizens Bank Home Equity Loan Department allowed 15 days to make an autopay. XXXX then importantly notes to XXXX to please make sure the Citizens Bank Home Equity Loan Department actually takes XXXX available funds for her autopays for XXXX knows of no explanation why the Citizens Bank Home Equity Loan Department has not withdrawn XXXX available funds for her loans {$1200.00} autopays.
XXXX notes to XXXX the Citizens Bank Home Equity Loan Department Consumer Finance staff are who XXXX needs to speak with.
XXXX reply is the Consumer Finance staff in XXXX have always hung up the phone on XXXX not allowing XXXX to speak with them. Further, XXXX notes to XXXX Consumer Finance hung up calls with XXXX : 1 ) when XXXX was transferred to Consumer Finance by a Citizens Bank Home Equity Loan Customer Service Specialist, Consumer Finance just hung up the line when XXXX was waiting on the line & 2 ) XXXX was having a reasonable conversation with a Consumer Finance Specialist, just like she was having with XXXX, & then suddenly the Consumer Finance Specialist just hung up the phone with XXXX.
XXXX reply to XXXX XXXX Consumer Finance experiences : Do our best to read notes & get you set.
XXXX gave XXXX her XX/XX/XXXX important Home Equity Loan XXXX statements XX/XX/XXXX Reference # XXXX.
XXXX thanked XXXX very much.
Later on XX/XX/XXXX when XXXX checked the status of her available XX/XX/XXXX {$1200.00} autopay, XXXX learned from the ( XXXX ) XXXX XXXX Citizens Bank staff her XX/XX/XXXX {$1200.00} autopay was collected by the Citizens Bank Home Equity Loan Department on XX/XX/XXXX.
XXXX, XXXX XXXX Home Equity Loan Statement Date Statement : Amount Due {$7700.00} [ {$1200.00} + {$400.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$320.00} + Interest {$890.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$400.00} + Past Due Payment {$6100.00} = Total Amount Due {$7700.00}.
Amount Past Due {$6100.00} + Late Charges Due {$400.00} = Total Amount Due {$7700.00}.
XX/XX/XXXX Late Charge Assessed {$36.00} XX/XX/XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX.
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE 00.00 LATE CHARGES DUE {$440.00} TOTAL AMOUNT PAST DUE {$6500.00} IMPORTANT NOTES FOR YOUR PRICELESS REVIEW : XXXX XXXX BELIEVES CITIZENS BANK OFFICIALS HAVE ADDED ADDITIONAL PRINCIPAL SUMS & LATE CHARGES XXXX XXXX XXXX XXXX XXXX. XXXX WHEN XXXX XXXX HAS HAD {$1200.00} AVIALABLE AUTOPAY FUNDS CITIZENS BANK ACTS TO NOT WITHDRAW & XXXX XXXX XXXX XXXX XXXX. XXXX HAVE NEVER FILED A HOME LOAN OF ANY TYPE FOR NOR HAVE XXXX XXXX XXXX XXXX XXXX. XXXX EVER GOTTEN ADDITIONAL PRINCIPAL SUMS FOLLOWING THEIR XXXX, XXXX HOME EQUITY LOAN & XXXX, XXXX HOME EQUITY LINE OF CREDIT. MOREOVER, XXXX XXXX HAS WITNESSED WRITTEN CITIZENS BANK HOME EQUITY LOAN XXXX MONTHLY STATEMENTS & LETTERS STATING AMOUNT PAST DUE & LATE CHARGES DUE & TOTAL AMOUNT PAST DUE WITH FULL {$1200.00} MONTHLY AUTOPAY SUMS, CALCULATED BY ADDING A PRINCIPAL PAYMENT & INTEREST PAYMENT FOR THAT MONTH, ADDED INTO PAST DUE PAYMENTS AMOUNTS DOCUMENTING CITIZENS BANK OFFICIALS ARE ADDING MONTHS PRINCIPAL PAYMENTS CHARGING ADDITIONAL PRINCIPAL SUMS XXXX XXXX XXXX XXXX XXXX. XXXX HAVE NEVER FILED FOR NOR GOTTEN FROM CITIZENS BANK INTO THE CITIZENS BANK WRITTEN OWED PAST DUE AMOUNTS. FINAL IMPORTANT POINT : CITIZENS BANK OFFICIALS DID NOT CALCULATE MONTHS INTEREST CHARGES ALONE & ADDED THE MONTHS PRINCIPAL AMOUNT FOR THE THREE XXXX MONTHS XXXX XXXX DID NOT HAVE AVAILABLE FUNDS FOR PERSONS FREELY AGREEING TO BUY XXXX ORIGINAL ANTIQUE FURNITURE ITEM TWO DAYS BEFORE THE END OF THE MONTH SUDDENLY STATED THEY DECIDED TO NOT BUY XXXX ORIGINAL FURNITURE & THE ONE XXXX MONTH XXXX XXXX COULD NOT PAY FOR CITIZENS BANK VIOLATED XXXXS INSTRUCTIONS, COMPLAINT XXXX & THE MONTHS AT THE END OF XXXX WHEN CITIZENS BANK OFFICIALS DID NOT WITHDRAW XXXX AVAILABLE {$1200.00} WITHIN FIFTEEN DAY ALLOWED GRACE PERIOD : XXXX XXXX XX/XX/XXXX XXXX XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking {$1200.00} Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of {$290.00} Principal + {$220.00} Interest = {$520.00} NOT {$1200.00} For XXXX XXXX Had Paid A {$1100.00} Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan. For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX Detailed XX/XX/XXXX Payment Statement, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations.
XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking & Finance & Consumer Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking & Finance & Consumer Regulations Do Not Allow XXXX XXXX, Chairmans Office, with Citizens Bank Consumer Finance With Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank Home Equity Loan Department to ACT TO Freely VIOLATE Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Chairmans Office Staff With Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK CONSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE DOCTOR XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX XXXX XXXX XXXX. XXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY PENNY OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX. AND XXXX XXXX WANTS ALL CITIZENS BANK COMSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST EXPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO CORRECTLY CALCULATE PAST DUE AMOUNTS WITHOUT ONE RED CENT OF MONTHS PRINCIPAL SUMS XXXX XXXX XXXX XXXX XXXX. XXXX HAVE NEVER SUBMITTED A LOAN APPLICATION FOR NOR HAVE GOTTEN FROM CITIZENS BANK.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX XXXX Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 11/22/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
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Im writing to file a formal complaint against Citizen Access Online savings bank. They have been holding my money hostage since XX/XX/XXXX through no fault of my own, and to date has not been released it to me.
Below I will detail the events that have taken place to the best of my ability. Much of this is from memory, cross referenced with notices from Citizens and my own phone call records. Throughout this entire ordeal they have refused to give me anyones e-mail address or phone number to contact them, and I have had to go through their general customer service number anytime I needed to speak to someone, and their customer service supervisors have mostly only been available to call me back. They do record all of their phone conversations though, so Citizens does have a record of everything that was said in these phone calls which I will detail to the best of my ability here.
I received a check in the amount of XXXX from a settlement awarded to me through the NYS Division of Human Rights, from an insurance company. Anticipating the checks arrival I opened a new saving account with Citizens Access due to their high interest rates. Citizens Access is the online only division of Citizens Bank, and as such, once I received the check, I deposited it on XX/XX/XXXX on the mobile app, the only way available to me. That same day I received a notice from the bank, all of my communications were set to electronic only, so these showed up instantly on the app. This was a notice of delayed funds availability, notifying me that the funds would be available on XX/XX/XXXX. This is the day I made my first phone call to them on XX/XX/XXXX at XXXX and lasted for 5 minutes. I believe during this call I was told by a customer service rep. that it was just a large amount of money, so they placed an extra hold on it.
The next day I received 2 notices concurrently, the first saying that they were extending the hold on my check till XX/XX/XXXX due to some check information is inconsistent with other check information. This was also the reason given on all the other extended hold notifications that would come in the future, so I dont repeat over and over again. The next notice, which arrived at the same time, was informing me that my account had been frozen, and all account services and related agreements were terminated when the freeze was place on my account. So I once again called them to find out what was going on. I called at XXXX on XX/XX/XXXX and the call lasted for 6 mins. This phone call I was told by a customer service rep. that there was a problem with the check and I had to contact the issuer of the check to find out what was wrong. They refused to give me any more information than that, but also said that my account wasnt frozen or closed at that time. So I called the lawyer who represented me from the NYS Division of Human right and told him what they said and he reached out to the lawyer from the insurance company. At this time I believe it took a few days for him to get back to me, due to the holidays, but when he did I was told theres nothing wrong with the check and the insurance company said the check is good.
I called Citizens access back again on XX/XX/XXXX at XXXX for 9 minutes to reiterate what I had been told by the lawyer and at this time I had asked to speak to a supervisor because the regular customer service reps refused to give me any information what so ever, I was told one would call me back when they were available. The next two phone calls in my record were an incoming call from Citizens access on XX/XX/XXXX at XXXX which lasted for 4 mins and an outgoing call to Citizens from me on XX/XX/XXXX at XXXX which lasted for 22 mins. These are the from the same conversation, the supervisor had called me but we got disconnected so I had to call him back and go through the general customer service line again. Its during this call that I believe the supervisor told me that my deposit looked suspicious, and they were rejecting my check and choosing not to do business with me. When I asked what was wrong with the check, I was again given the line that Id have to speak to the issuer of the check, so I once again did that.
So I called the NYS DHR lawyer again to relay the information I was given and he contacted the insurance companys lawyer to relay to him and the company. When the NYS DHR lawyer got back to me that day, he told me the insurance company again said the check was fine, and if the bank was rejecting it because my deposit in a brand new account looked suspicious, I should deposit it in my regular bank account. They also said they had never had anything like this happen and found it highly unusual.
So on XX/XX/XXXX I call Citizens Access again, Im speaking to the same supervisor I had before and I tell him what I was told by the lawyers. I said, The insurance company and the lawyer told me that if you are rejecting the check, than I should be free to deposit it in another account then. So I want to make sure before I do that, I want to double check and make sure you did not cash this check, and that you are rejecting it. I was told by the customer service supervisor that yes, we are rejecting the check, it has not been cashed and I am free to deposit it in another account. In fact maybe youll have better luck depositing it in an established account. So being that the insurance companys lawyer told me to do that, and it was cleared and given the ok by the supervisor at Citizens, I did that. I attempted to deposit the check in my existing checking account with another bank, XXXX.
The check was almost immediately rejected from my normal bank as well. And when I called them to ask why, I was given the same answer you have to speak to the issuer of the check. So I called my lawyer, who called their lawyer and everyone abound was dumbfounded. Nobody had any idea what was going on. The insurance company lawyer did say one thing, we can issue you a new check and you can try that, we just need you to return the one you have and we have to make sure this one hasnt been cashed. It turns out when the insurance company lawyer reached out to their finance department, they said that the check had in fact been cashed and they were unable to issue me a new one due to this. So now Im flabbergasted, and I can still see the check in my account pending.
On XX/XX/XXXX I receive two more notices from Citizens, one telling me again my account had been frozen and terminated on the XXXX and the other telling me the hold on the check had been extended to XX/XX/XXXX. So is the account frozen and closed or is it still open and the check has a hold on it? I place several calls to Citizens that day and the next day, XX/XX/XXXX and XX/XX/XXXX, 6 in total. I dont remember each conversation individually but the gist of the important conversation goes like this. Out of the 6 calls, I believe I spoke to the supervisor twice, the first call and the last call. Basically during one of these calls he tells me that, YES, we did actually in fact cash that check even though I originally told you we were rejecting it. And no, you wont be getting that money. He tells me that when the hold in XXXX is lifted, that they will send the funds back to the issuer of the check, and no matter what, I will not be getting it from them, and they wont give me any more information on the matter or why.
So I go back to the lawyers and tell them. And Im basically told that if/when they lift the hold on the check and if the insurance company does in fact receive the money, then and only then will they issue me another check. Because as far as they are concerned they have fulfilled their obligation to pay me, and the check has been cashed.
I dont contact the lawyers or the bank again until XX/XX/XXXX, by which time the hold should have been lifted. By this time the bank has removed my access to view my account, so I cant even see if they money is still there or not. So on this day I called again, the call lasted for 30 minutes. Im told the hold has been extended and that they sent me a notice about it already in the mail. I tell them I received no such notice. They tell me the hold has been extended again until XX/XX/XXXX. Thats another 5 months. So I reiterate that Im not receiving these notices in the mail, and they swear up and down that they have in fact been mailing them to me, so I tell them to send me 3 copies of the last notice, I want to make sure I get it. It never arrives.
The next call I make to them is onXX/XX/XXXX and I believe this call was about not receiving any of the communications they had been sending anymore. I finally get a hold of a customer service agent who understands whats happening when I tell her I no longer have access to the account, and that my preferences were originally set to digital only, so even though they think they are mailing them to me, they are in fact not, and they are going to an account I can no longer access. This agent tells me she is going to try and figure it out and change my preferences so I will receive them in the mail.
On XX/XX/XXXX I receive a phone call from Citizens. Its a customer service supervisor telling me that they have granted me access to view the account again so I can read the communications theyve been sending me. But the account is restricted, so I cant deposit, withdraw or move any money. I say ok, thanks.
On XX/XX/XXXX I call Citizens as the hold on the check should have been lifted, and when I look at the account in the app, it does in fact look like the check finally cleared. So I want to clarify this. And Im told that it did in fact clear, but the account is still restricted and I cant move or do anything with the money. So essentially, it made no difference that the check cleared; I still cant access the money.
Over the next two months I place and receive 5 more calls to Citizens on two on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. All of these phone calls are related to trying to get Citizens to unrestrict the account so I can access and use my money. I am rebuffed at every call and told they are working on it. The last call I had on XX/XX/XXXX I actually talked to a different supervisor and I tell her this entire tale Ive laid out before you. I tell her everything, about the other supervisor lying to me and that all of it is backed up by their own recording system, and that will prove me right. She tells me she is going to see what she can do and they will call me back when the restriction is lifted and this is resolved. It now over two months later and I havent heard a word from them.
Theyve had my money for almost a year now. I need this money, it was awarded to me because of my XX/XX/XXXX. And Im suffering without it and my life is made more difficult. I had planned on using it to put a down payment on a house so I could stop living in an apartment, which is difficult for me. And theyve been holding it hostage for almost an entire year, completely due to their own negligence and mistakes. Yet Im the one that suffering the consequences.
A couple things Id like to add to all this. Throughout all these phone calls, their customer service staff and supervisors had mentioned their fraud department. I was told numerous times their fraud department was investigating or that they had finished their investigation etc. One thing I know for a fact, throughout this whole thing Citizens Bank never contacted my lawyer, the insurance companys lawyer, the insurance company or their bank, and I know they had their contact info; I gave them my lawyers at least. I know this because it was discussed among myself and the lawyers. Citizens Access never did their due diligence investigating anything concerning this check.
The other thing is, and this is very important, that at some point during one of these phone calls and I cant recall which one, one of the regular customer service reps let it slip that the reason for all these extended holds, and the restricted account was because I tried to deposit the check in another account after I had already deposited it with them. Until this point, no one at Citizens would give me a reason to why all this was happening. Now I at least knew. So all of this has happened because in the beginning I was told the check was being rejected, and when I was advised to deposit it in another account, I called that same supervisor back to make absolutely sure that was ok. And he told me exactly that yes, we are rejecting the check and you are free to try and deposit it in another account. So he either lied to me, or was wrong, but either way I was told that this action was acceptable by Citizens themselves.
As I said above, the customer service supervisor refused to give me an email address or direct line to call so I could get through to him to discuss this very frustrating drawn out thing. And because of that, I have none of this in writing from them. But as I also said, they do record all their phone calls, and everything I just said can be found on their own recordings, but I obviously dont have access to them. So hopefully you do.
Ive included copies of my phone records; the black dots denote phone calls to and from Citizens Access customer service. Ive also attached copes of the notices they sent me.
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| 07/28/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The options for type of complaint in step 1-5 of registering where not one of mine, this is a Restricted Escrow account issue dealing with property damage/claim. Please read below.
I sent the below letter to XXXX NY XXXX and they have informed me that they do not have oversight over the Financial Institution referencedin the letter and recommendedthat I send it to you. Please note the update at the end.
My name is XXXX XXXX XXXX. I served this country for 24 years and held a XXXX XXXX Clearancefor my entire service. Never has my integrityor my honor been questioned. I am starting with that statement because what you are about to read is the truth, I am not embellishing it, making it up or otherwise exaggeratingthe details. I am frustratedbeyond belief, my blood boils and my anxietyis at an all timehigh.
I will try and make this as short as possible. I am having an issue dealing with my Mortgage Company ( Citizens ) regarding an Insurance Claim for damage to a barn that is on my property. This barn was damaged fromtwo winter storms that hit myarea on XXXX XX/XX/XXXX within 24 hours of each other dumping 7+ feet of snow on theroof causing it to collapse. I contacted my Insurance Company ( XXXX ) who let me know it would be covered under " Other Structure '', with a XXXX cap minus my deductible, depreciation plus some for clean-up for a total of {$53000.00} ( amount of check from XXXX ) XXXX They came out, inspected it and wrote it up as a " Total Loss '' and told me they would send me a check in a week or less. XXXX called me back the next day and told me they are required to send the check to my XXXX. who would endorse the check and send it to me.
This is where my troubles began. I spoke with Citizens Claims folks who told me they would not sign the check, that they will mail it to me and I would have to sign it and mail it back to them and they would put it in a Restricted Escrow Account, I would have to submit documents each time I wanted to make a repair to my house. They would approve it in part, send part of it, they would send an inspector out when the work was halfway completed before paying 1/2 the costs and send the remainder of the check to me to pay the contractor once the final inspection was done. This statement was read to me time and time again, all through my dealings with Citizens and every time I would ask them to look at my claim packet and tell me what type of claim it is, and they would put me on hold, come back and say it is for a Total Loss. Every time I would reply with " then there are no repairs to be made. '' I can not count how many times I have had this conversation with them except to say I had it every time I spoke with them on the phone and to this day they stillcall it Repairs for myHouse. After a week of arguingwith them over the phone I signed the check and sent it to them.
The date on the check was XXXX XXXX XXXX towards the end of XXXX I gave up trying to get Citizens to release the funds to me. They outright told me I can only use the funds to repair or rebuild the structure. I continuouslyexplained this structure is not part of my mortgage and that the " Barn '' listed on my mortgage is still intact and standing. Originally there were 3 barns on my property, the main barn, which I still use, a smaller one that was really used as a tractor stall, not attached to but next to my main barn and a XXXX which I pushed over the day I closed on the purchase of the house because it was a hazard. So, I got an estimate for 4 construction debris containers and sent it via fax on Friday, XXXX XXXX XXXX in the amount of {$5800.00}. On the XXXX I received a check from Citizens for {$10000.00} dollars. From this point on my phone calls to citizens have been to try and get them to release the remaining funds to me, after applying a sum of it to my mortgage, to no avail. They are insisting that I rebuild the structure and I ask repeatedly under what legalgrounds are they requiring that when it is a total loss of a structure not part of my mortgage. Months have gone by and I am still no closer to closing this issue out with them. They keep insisting I rebuild. I became frustrated and upset one day on the phone with a rep and said, more to myself then to her, " I guess its time I get a lawyer involved '' this prompted the rep to say " You can always request an exception to policy to have the funds released. In all this time, that was the first I heard of that option. I told her to go ahead and submit it but I am sure you will deny it like you do everything else. '' Two days after that phone call I received a call from a person named XXXX with the Office for the Chairman of Citizens and she wanted to talk with me about some issues that crossed her desk. I still have that voice mail that was on XXXX XX/XX/XXXX.
XXXX works for Citizens, I understand this but she told me she was goingto try and get me the answers I wanted and after 1.5 hours on the phone with her while I recapped the above and so much more she asked me what I wanted. I told her I want answers as to why I am always lied to or given disinformation, I want written apologiesfrom those that have lied to me or only told me half truths when talking with me ( which I know I will never see ) and I would like this claim issue resolved and the money left over sent to me after applying {$14000.00} of it to my mortgage. I have gotten nowherewith any of that. Each time she tells me she is working on this piece or that piece we both come up with nothing. Example : the " Requestfor Exception to Policy to have my funds released '' I called the claims office at one point and was told the request was not acted on after a week and a half. I called back a few days AFTER talking with XXXX about it and I was told it was denied, I asked when it was denied and they stated it was denied on the XXXX of XXXX, this was the day after I mentioned this to XXXX and she had told me she would look into it. I requested a copy of the denial letter from both XXXX and the Claims office. The claims office stated they would send it out. I just got off the phone with them ( today is XXXX XX/XX/XXXX ) to see why I have not received the letter as of yet. The claims rep put me on hold and came back on the phone and told me my request was denied, Confused, I stated I know the request for the release of the funds was denied. I am asking for a copy of the letter stating so. She informed me there is no document and that my request for the document has been denied. Meaning they are refusing to send me a document stating my request is denied, I argued with her asking, if there is no document for you to send to me then how was it denied. she just repeated what she already told me. From the start of this I asked for a statement each month which tells me how my money is being used while they sit on it. I was simply told it's in an escrow account and is not being used. I asked her how can they write a check on those funds if those funds are not sitting in a checking account of some sort, she told me they are not in a checking account. I asked does it not have to be in a checking account to draw the checks from, is it yielding any interest, don't I have a right to know these things? I was told no.
Frustration does not even come close to how I feel at the moment. I spoke with an attorney last week and he suggested I notifyyour office of this issue and the other issues I have had with Citizens.
Long story short, I bought this house in XXXX of XXXX. I lost my business due to the Pandemic. When I spoke with Citizens they told me the only option I have would be a COVID Forbearance. That I could come out of it at any time once I got on my feet and that if I did not notify them to take me out of the forbearance I would be automatically extended. I called the 2nd to the last business day of the XXXX month to inform them I had a job and wanted to come out of the Forbearance. I was told I was automatically extended for another 3 months and that was their policy. Try as I might, they would not let me come out of it. I put in a request at that time to have the 3 months deferred to the end of my mortgage. I called every day for 2 weeks to check the status of that request. Each time I was told it has not been looked at by that department yet. A month later I started calling twice a week, same reply. XXXX XXXX came and went and I stopped calling but once a week and told them I am no longer making a mortgage payment until they acted on my request. .6 months later I stopped calling completely. About a year later ( I can check if you need the date ) I was taking a trip for work to XXXX in XXXX XXXX leaving out on a Sunday. The day before leaving I received a registered packet from an attorney stating he represents Citizens in my foreclosurecase. I spoke with that lawyer while in XXXX and he could not believeit when I told him I have an open Defermentrequest from a year ago that I was still waiting for a response and that I had no knowledge of being in foreclosure. He told me he would make some calls, look into the matter and return a call to me in a day or two. The lawyer called me back the next night and told me I am no longer in foreclosure and that I would have to talk with Citizens regarding the defermentrequest. I could tell by his voice that something was not sitting with them very well and gave me the feeling Citizens had messed up. I spoke with Citizens when I returned home to find out they canceled my De. Req in order to start the foreclosureprocess. The poor rep I spoke with was constantlyapologizing to my wife and I and that was the only time I had a pleasantphone conversation with Citizens. I told her I was still waiting for them to act on it, that is when she told me it was canceled and that I would have to submit a new request all over again, I refused to resubmit because I did not ask for it to be " canceled '' told her to get whoever canceled it to uncancel it. I was told that will not happen. I caught up on my payments with them and now I am once again getting nowhere with Citizens. I do not know what my Legal rights are, I do not understand how one person tells me I have to rebuild on a total loss and another person says I don't have to. My insurance has no advice to give me and the lawyer passed me off to you guys telling me to treat it as I would a negotiation. I have since submitted an estimate for a rebuild. When I called to check the status I was told that it has been forwarded to higher management as a request for an exception to policy to have the funds released. The estimate is for {$66000.00} dollars of which I asked for {$13000.00} to have a concrete slab poured, {$30000.00} for lumber/materials and 30 % of the labor costs ( {$5000.00} ), which is more than what they currently have left. I would bet my paycheck that it will be denied and if It does, then what? They just keep the money? Should I sue them? Can you guys help me out at all? I only mentioned that last part so you would see there areotherissues I have had with them. I trulyam at my wits end here.
Thanks for taking the time to read this, I hope you had a cup of coffee in hand, It took me XXXX cups to write it. I work 3rd shift so you can call me from XXXX - XXXX as I am in bed by noon up and out the door at XXXX.
UPDATE : With regards to the Estimate submitted to Citizens for a completerebuild of the structure. I submitted this request for funds on XXXX XXXX, It sat with no action taken because they said they were waiting for me to call them and request an exception to policy request to be forwarded to higher management. Please note they never contacted me to let me know this, I found out by callingto ask for an update on the status at the end of the first week. They also told me that by not asking for a specific amount it prevented an automatic forwarding of the request to " higher management '' for review. In the notes of the estimate it clearly defines what is needed to get the ball rolling for the rebuild. Today ( XXXX XXXX ) there is still no action taken and they can not /will not provide me with an estimate on a timelinestating I simply have no other options available to me other than wait. They also stated to me that there is no way for anyone in the department to contact the individual ( s ) that do the review and make the decision and ask them to provide a decision. On XXXX XXXX I had called to get an update to no avail. I asked the representative to speak with her supervisor and was told one was not availablebut one would give me a call back within two days. Today ( XXXX XXXX ) the rep I spoke with told me there is no indication that such a request was made and asked me who I spoke with, I provided her the name and she said that maybe she just didn'tsee the request. Regardless I am sure I will never hear from one. I am frustrated beyond measure at this point. They are requiring me to rebuild a structure that is not covered under my mortgage policy yet will not release the funds. The reps at Citizens tell me I have no other options availableto me in resolving these issues. Please, provide me with some options or advice.
RespectfullyXXXX XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX ( XXXX ) XXXX
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| 06/14/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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This complaint corresponds with already submitted COMPLAINT XXXX.
The following is a written statement of complaint against, Citizens Bank, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX , PA XXXX, telephone number XXXX. The attach documents and having two separate conversations with XXXX XXXX, XXXX ID # XXXX, Multi Site Branch Manager and XXXX XXXX, XXXX ID # XXXX, Relationship Banker at the XXXX Branch supports the following request.
I am requesting that I receive a full refund of {$2900.00} for overdraft fees that I was charged illegally and/or incorrectly from XX/XX/XXXX through XX/XX/XXXX.
Upon meeting with Ms. XXXX and Mr. XXXX I was discriminated based on my XXXX and financial disposition. Additional I have been a victimized of ridicule, derogatory comments, threats, and put-downs.
Wednesday, XX/XX/XXXX we met with XXXX XXXX at Citizens Bank, XXXX Branch to discuss the following issues : 1. Why did the bank on XX/XX/XXXX issue a Credit Memo of {$790.00} to checking account ending in XXXX and a Debit Memo of {$790.00} to checking account ending in XXXX on the same day? Who issued this transaction and why?
2. Citizens Bank illegally and fraudulently transferred funds resulted in the customer to be charged additional overdraft fees of {$410.00} to checking account ending in XXXX.
3. XX/XX/XXXX customer received letter of Notification of Overdrawn Account in the amount of {$990.00}. Checking account was overdrawn since XX/XX/XXXX till XX/XX/XXXX. Citizens Bank never transferred funds from XXXX checking account XXXX and the letter was only addressed to XXXX XXXX 4. XXXX XXXX never signed any documents for financial responsibility to be checking account XXXX nor was there any linked accounts to XXXX 5. Why didnt the bank transfer funds when checking account XXXX was overdrawn prior months, Customer was charged a total of {$2900.00} in overdraft fees.
6. The Bank clearly did not provide management services for customer. Took advantage 7. Why didnt the bank notified us before transaction was done?
8. We removed XXXX XXXX off checking account XXXX.
9. We removed Overdraft Protection of checking account XXXX.
10. I made it very clear that the bank should never allow any type of transactions that would cause checking account XXXX to be overdrawn. The Bank should decline any transactions that would cause an overdraft for insufficient funds. I requested the bank to never honor any transactions if there is not enough funds in the account. Ms. XXXX fraudulently mismanaged checking account XXXX 11. XXXX never signed document to be added to checking account XXXX. Bank fraudulently had documents signed 12. There was never any link between checking accounts XXXX and XXXX.
Ms. XXXX response to the above questions to us was as follows : The bank is permitted to recover funds from any other accounts at any time. The bank issued a Debit and Credit Memo because I am a habitual customer that overdraws her checking account. If the bank didnt issue the Debit Memo the bank could have closed checking account XXXX. Only one person on the account is required to Opt-In for Debit Card Overdraft Coverage making the other person liable for any debts. That the two checking accounts XXXX and XXXX was linked together. Ms. XXXX informed me and my son that she is new in her position with only 3 months experience that she would need to discuss it with XXXX and her supervisor XXXX XXXX. Within a couple days I would here from her.
Ms. XXXX could not produce any documents stating the bank policies on transferring funds or produce a copy of the sign document that added my son XXXX to my checking account. I informed Ms. XXXX that it would have been to my benefit if the bank would of closed my account on XX/XX/XXXX instead of taking monies illegally from my sons account and causing me to overdraw my account again and be charged enormous fees within a matter of days resulting {$410.00} overdraft fees. As far as me being a habitual customer that overdraws my checking account was a Service offer to me by Citizens Bank, which in fact that I paid extremely outrageous overdraft fees. Ms. XXXX remarks to me was discriminatory and demeaning. I did inform her that I was disable and this has caused undue distress and a financial disposition. Ms. XXXX treated me as less than customer.
Ms. XXXX could not provide answers to the following questions I asked : 1. Why didnt Citizens Bank issue Credit Memo toward my previous overdraft on XX/XX/XXXX in the amount of {$990.00}.
2. Ms. XXXX indicated that the accounts were linked together then if that was the case why didnt Citizens Bank transfer funds to cover each overdrawn transaction and NOT CHARGE ME AN ENORMEOUS AMOUNT OF FEES. According to Ms. XXXX answers I am entitled to a full refund of all fees charged on my checking account.
3. Why did the bank take advantage of me by keeping my Debit Card active and causing me to encounter additional banking fees?
4. Ms. XXXX stated that I had prior adjustments for banking fees previously that I have exceeded anymore adjustments.
Since I was not getting anywhere with Ms. XXXX, we proceeded to remove XXXX XXXX off my checking account XXXX. Also, I made it very clear that I no longer want overdraft protection and that I do not want any transactions to process if there is not enough money in the checking account. I want the bank to decline the transaction for insufficient funds. I no longer want to be charge overdraft fees, etc.. My son was there and witness the discussion. Ms. XXXX assured me that nothing will process if there is not enough funds in the checking account the bank will decline payment.
On Friday XX/XX/XXXX I went to the XXXX Branch and ran into XXXX. I asked her if she had a chance to talk to XXXX XXXX about checking accounts. She informed me that did not that she was very busy all morning that she didnt know what was going on. I approached XXXX XXXX and refreshed her memory that I didnt here from here and XXXX wasnt informed. Ms. XXXX said that she spoke to her supervisor and he denied and adjustments to my checking account and that the Debit Memo will not be adjusted on my sons account. I was upset that I never heard from anyone and my situation was never discussed with XXXX. Once again I reiterated my complaint and confusion concerning the Banks actions as follows : XXXX never signed any documents to be part of my account.
That our accounts are not linked together Why did the bank take money now from his account and applied it to my account causing more fees.?
Who authorized this decision to do this?
Why didnt the bank transfer funds in prior months so I wouldnt get charged overdraft fees. {$2900.00}.
Why didnt the bank just close my account XXXX?
On XX/XX/XXXX I received an overdrawn account letter that was only addressed to me. Ms. XXXX with derogatory comments about my financial disposition was degrading. Again Ms. XXXX informed me that I am a habitual customer that overdraws her checking account and I have agreed to pay the overdraft protection.
I told Ms. XXXX that her answer was unacceptable, and her service provided to me lacked any type of investigation and I asked Ms. XXXX who was her supervisor and she said XXXX XXXX. I requested for Ms. XXXX to have him please call me later in the day when he gets a chance. I never heard from Mr. XXXX.
On Tuesday, XX/XX/XXXX I called the XXXX Branch to schedule a meeting with XXXX XXXX at XXXX XXXX that I am very upset and that the bank overdrawn my account when I made it very clear that no transactions should be approved if there is not enough money in the account. A preauthorized debit was made of {$110.00} to the XXXX XXXX causing my account to be overdrawn {$21.00}.
My son and I meet with XXXX XXXX, XXXX ID # XXXX. Multi-Site Branch Manager at the XXXX Branch. Mr. XXXX did not take us to a private office. We were seated in an open cubical area in the middle of the bank. I said the exact same thing to Mr. XXXX as I said to Ms. XXXX. My son told Mr. XXXX that he did not sign any forms permitting the bank to take {$790.00} from his personal checking account and he requested the funds back into his account. Mr. XXXX basically sat there and said that I already received 2 adjustments and that he can not permit anymore adjustments to my account. I told him that the bank was incorrect that I am being taken advantage. Mr. XXXX could not provide me with any answers to my questions nor was he willing to call the XXXX XXXX XXXX. Mr. XXXX stared at his computer screen while I strongly felt that the bank was partially at fault and should take responsibility. I felt that a compromise on the Banks part will be acceptable. Mr. XXXX refused to review my account and kept replying that no credits will be issued. I informed Mr. XXXX that mistakes happen however I will not allow to be taken advantage of. I pointed out that his employee Ms. XXXX was told that I did not want anyone accessing my checking account that can cause it to be overdrawn {$21.00} I want the bank to deny any transactions that could cause my account to be overdrawn. Ms. XXXX did not change my account and caused my checking account to be overdrawn. Mr. XXXX viewed the transaction on his computer screen and remark that a Preauthorized transaction was made to the XXXX XXXX. Mr. XXXX said obviously you are having financial problems, the XXXX XXXX. Mr. XXXX prejudice comments are offensive and discriminatory.
At this time Ms. XXXX walked into our meeting and interrupted saying that was not her fault that happened. I told Ms. XXXX that this is a private meeting with her supervisor that I do not want her present at the meeting. Ms. XXXX indicated that I am yelling at Mr. XXXX and she will not allow that. I told her that I was not yelling that I was upset and not willing to be taken advantage of. Then Ms. XXXX threaten to call the XXXX police and have us remove and threaten to close my checking account. I turned to Mr. XXXX and told him that his employee is threatening me and my son and that I would welcome for the police to intervene. I told Mr. XXXX that my son and I are customers of the bank and are being victims of a discriminatory practice. Mr. XXXX said that he will not make any adjustments and gave me a phone number for the department that did the transaction. I felt that he should of looked into that and should have been part of his investigation. For the last time I informed Mr. XXXX that we are willing to accept a compromise and are open to options. Mr. XXXX said nothing and I told him that I will file a complaint with the Attorney General and requested his and Ms. XXXX business card.
My son told Mr. XXXX that he wanted to close his checking account and I wanted to pay the overdrawn amount of {$21.00}. We went over to the teller counter when Mr. XXXX told me that I would be charge a {$35.00} overdraft fee that evening for overdrawing the account. I told him that when I make the deposit the account is zero. I do not owe anything else. Ms. XXXX and Mr. XXXX both said that you have 24 hours to bring you account to a positive without being charge. Mr. XXXX denied saying that. Mr. XXXX would not initialize the receipt. He said he did enough for me. He called my son up to close his account and told me to step away from the counter and my son made it very clear that this is my mother she can stay right where she is.
At this time Mr. XXXX yelled out to a customer standing in line and said that Ms. XXXX probably wants you to give her your name to be a witness. I was harassed and disgraced as well as the customer standing in line. Mr. XXXX informed my son that he could not close his account that he had debit purchases pending. He can close the account the next day. My son said fine and Mr. XXXX said, You do not have to come back to this branch to close your account you can go to another branch to do it. This is HARASSMENT and UNFAIR PRACTICE.
My son and I both open our checking accounts at the XXXX Branch. I personally opened my checking account ending in XXXX with {$40000.00}. Unquestionable that Ms. XXXX and Mr. XXXX behavior discrimination treatment showed direct discrimination and unfair treatment.
I am requesting that both employees should be removed from their positions as a customer representative and a full refund of all the overdraft fees to my checking account ending in XXXX, which I believe to be {$2900.00}. Our checking accounts remain active until this horrible, traumatic experience is settled. I am eager to settle this without further legal recourse.
Regards, XXXX XXXX Attached Bank Statement Showing Debit Memo and additional overdraft fees Letter dated XX/XX/XXXX with XXXX XXXX name Overdrawn Account {$990.00}.
Email dated XX/XX/XXXX to XXXX XXXX for Overdraft Protection.
Bank Statements showing overdraft fees from XX/XX/XXXX to XX/XX/XXXX.
Bank receipts showing balance prior to the transaction causing the overdraft. Bank receipt showing payment made to bring account out of overdraft.
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| 03/16/2021 |
Yes |
- Debt collection
- Auto debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Social Security # XXXX DOB : XX/XX/1979 XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, Texas XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, GA XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, PA XXXX DISCLOSURE : THIS IS NOT AN IDENTITY THEFT DISPUTE, PLEASE REFRAIN FROM TAKING ANY POSITION OF IDENTITY THEFT EITHER WITH ANY CREDIT REPORTING AGENCY OR ANY SUBSCRIBERE THAT PARTAKES IN THE PRIVLIDGES ON REPORTING CONSUMERS PAYMENT HISTORY, IT IS A DISPUTE ON GROUNDS OF VALIDATION PURPOSES ONLY.
LEGAL DISPUTE REQUESTING FULL DISCLOSURE OF TRUE TIMELINES PERTAINING TO TRADELINE PROCUREMENT, IN ADDITION TO ACTUAL PAYMENT HISTORY PROVING ACTUAL INITIAL DATE OF FIRST 30-DAY LATE PAYMENT HISTORY, THUS TRIGGERING THE 7-YEAR RULE THAT RELATES TO ERRONEOUS OR OBSOLETE INFORMATION.
605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ] ( a ) Information excluded from consumer reports. Except as authorized under subsection ( b ) of this section, no consumer reporting agency may make any consumer report containing any of the following items of information : ( 1 ) Cases under title 11 [ United States Code ] or under the Bankruptcy Act that, from the date of entry of the order for relief or the date of adjudication, as the case may be, antedate the report by more than 10 years.
( 2 ) Civil suits, civil judgments, and records of arrest that from date of entry, antedate the report by more than seven years or until the governing statute of limitations has expired, whichever is the longer period.
( 3 ) Paid tax liens which, from date of payment, antedate the report by more than seven years.
( 4 ) Accounts placed for collection or charged to profit and loss which antedate the report by more than seven years. ( 1 ) ( 5 ) Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.1 ( b ) Exempted cases. The provisions of subsection ( a ) of this section are not applicable in the case of any consumer credit report to be used in connection with ( 1 ) a credit transaction involving, or which may reasonably be expected to involve, a principal amount of {$150000.00} or more ; ( 2 ) the underwriting of life insurance involving, or which may reasonably be expected to involve, a face amount of {$150000.00} or more ; or ( 3 ) the employment of any individual at an annual salary which equals, or which may reasonably be expected to equal {$75000.00}, or more. ( c ) Running of reporting period. ( 1 ) In general.
The 7-year period referred to in paragraphs ( 4 ) and ( 6 ) ** of subsection ( a ) shall begin, with respect to any delinquent account that is placed for collection ( internally or by referral to a third party, whichever is earlier ), charged to profit and loss, or subjected to any similar action, upon the expiration of the 180-day period beginning on the date of the commencement of the delinquency which immediately preceded the collection activity, charge to profit and loss, or similar action.
CREDITOR CONTACT INFORMATION : CITIZENSONE/CITIIZENS ONE AUTO FI XXXX XXXX XXXX XXXX, RI XXXX ( XXXX ) XXXX ACCOUNT # XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX, PA XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
US DEP ED XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
DISCLOSURE : At no time is this a dispute of identity theft or fraud, and I want my dispute answered by the creditor supplying the information on me to be 100 % validated, and/or to see if the timeline for its existence has passed, or if the credit/collection/public record tradeline is on my credit report in violation of the Fair Credit Reporting Act or a violation of the Fair Debt Collection Practices Act. Any item that I believe is not being validated by the creditor or collection agency or public record vendor will be disputed with the Consumer Financial Protection Bureau at a future date. If the item in dispute is legally valid, I will stand by that validation. We only request validation of information and/or debt ownership. At no time will I dispute a credit reporting agency, as it is imperative to the American free markets that XXXX, XXXX and XXXX XXXX maintain integrity for the American consumers.
The following federal laws are what I am basing my rights under : Amended consumer rights Fair Credit Reporting Act Public Law 15 U.S.C. 1681 : XXXX : XXXX Fair Debt Collection Practices Act : https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text I make this request based upon potentially six criteria : 1 ) That I personally agreed and signed a application and/or contract on an extension of credit, and that I may have been late on payments and desire to find an agreed upon timeline when my credit trade line will go to a positive status, or be in position for its legal deletion mandated by the Fair Credit Reporting Act 7-Year rule on the deletion of antiquated information.
2 ) That there may be items on my credit report that was acquired through a public record vendor, and that I may request a fully documented validation of any or all items posted from public record, and upon discovery may request the deletion of the public record postings based upon legal time limits, and/or completed research proving the settled agreements between myself and a second or third party. In and event, if the public record is legal, I will agree upon the trade line being maintained on my credit report until the time arrives where it can legally be removed.
3 ) I may dispute any collection agency that maintains that they are attempting to collect a debt, either for an original creditor I may have had an association with, or if the collection agency maintains that they have acquired the debt. I may request from the debt collector full documentation of assignment of debt collection in written form as mandated by the Federal Trade Commission, including but not limited to verification that the collection agency is bonded and legally approved to collect debts from consumers within my state of residency, and if the agency maintains that the debt has been acquired by purchase, then full documented history of the debt transfer either directly from the original creditor and/or from the securitized trust the debt may have been sold to in a debt portfolio administered through the full regulatory body of the Securities and Exchange Commission. I may in addition request such documentation through the Federal Deposit Insurance Corporation if that is indeed the governing body of the original credit grantor.
4 ) I will dispute all public utility payment histories including the collection process assigned to any collection agency, as all public utilities including cell phone charges, natural gas, electric and public violations within municipalities are not governed by the Fair Credit Reporting Act, but by governing bodies within each state known as public service commissions. At no time will I ever agree upon the postings of public utilities on my credit report, even though I understand that I may volunteer to add my payment histories of this nature at any time.
5 ) I may request the services of the Consumer Financial Protection Bureau to help me as a potential mediator in cases where I believe that my rights under the Fair Credit Reporting Act and the Fair Debt Collection Practices Act are in violation. At all times I will maintain a professional demeanor on the clearance of negative information on any of my credit reports.
6 ) I will only file a direct complaint with any credit reporting agency if I believe enough evidence has been ascertained showing that the creditor, collection agency and/or public service vendor is in violation of their subscriber agreement with any credit reporting agency.
I may dispute excessive inquiries posted on my credit reports based on the following. As the Federal Trade Commission struggles every year with maintaining the integrity of the credit community, from filing charges against illegal collection practices that abuse against the Fair Credit Reporting Act ( FCRA ) and The Fair and Accurate Credit Transactions Act ( FACTA ), bigger problems have evolved that may never be addressed without Congressional overhaul on current legislation. There is one major problem in the FICO scoring models implemented with each major credit reporting agency ( CRAS ). The excessive use of credit checks that draw down ones credit scores, and in many cases these credit reports are run as a full inquiry that causes severe damage to a persons credit score even though there was no validation on approval to pull credit or as the FCRA states a legitimate business need. Accordingly ; I may request under my rights under the Fair Credit Reporting Act ( FCRA ), the Fair and Accurate Credit Transactions Act ( FACTA ), and the Fair Debt Collection Practices Act ( FDCPA ) I request a full validation of each posted inquiry, proving that I indeed signed a credit authorization for each inquiry.
DISCLOSURE : THIS IS NOT AN IDENTITY THEFT DISPUTE, PLEASE REFRAIN FROM TAKING ANY POSITION OF IDENTITY THEFT EITHER WITH ANY CREDIT REPORTING AGENCY OR ANY SUBSCRIBERE THAT PARTAKES IN THE PRIVLIDGES ON REPORTING CONSUMERS PAYMENT HISTORY, IT IS A DISPUTE ON GROUNDS OF VALIDATION PURPOSES ONLY.
This letter is addressed to the subscriber furnishing the information on my credit reports, and if this letter is addressed to any credit reporting agency, then it is considered a ghost letter mirroring the actual request for documentation of a credit trade line I may have issues with. It is my understanding that each credit reporting agency has an obligation to maintain accuracy within the banking/credit community, and I will fulfill my obligations to work within the credit system as it was designated.
Thank you for your full consideration in this matter.
Sincerely, XXXX XXXX XXXX XXXX
|
| 11/16/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
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XX/XX/XXXX XXXX XX/XX/XXXX submitted XXXX XXXX For 9th Complaint Sent To Citizens Bank XXXX- The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX XXXX XXXX XXXX , XXXX.
XXXX, XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to CFPB consumerfinance.gov & ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX , I present to you my 9th Citizens Bank Complaint addition I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 9th Citizens Bank Complaint addition is addressed in a statement with supporting documentation.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX.
XXXX XXXX freely believes the Citizens Bank Home Equity Loan Department has acted charging me expenses without merit for I had available funds for the XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX on XX/XX/XXXX home equity loan autopays of {$1200.00}, & XX/XX/XXXX home equity loan autopay of {$290.00} Principal plus {$220.00} Interest = $ {$520.00}, & have not properly declared all new charges documented in the XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX bills XXXX XXXX & XXXX XXXX got from Citizens Bank, & have not calculated charges correctly against autopays prompted by XXXX XXXX on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX on XX/XX/XXXX.
XX/XX/XXXX XXXX XXXX addition to her above XX/XX/XXXX & XX/XX/XXXX statement : XXXX XXXX freely believes the Citizens Bank Home Equity Loan Department has acted charging me expenses without merit of adding a full {$1200.00} monthly payment amount of both principal & interest sums to their past due payment calculations for XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX Home Equity Loan Statements Total Amount Due sums, & have not properly declared all new charges documented in the XX/XX/XXXX bill XXXX XXXX & XXXX XXXX got from Citizens Bank, & in all the declared bills gotten from Citizens Bank the Amount Past Due & Total Amount Past Due adds a full {$1200.00} monthly payment amount of both principal & interest sums. Important Note : neither XXXX XXXX nor XXXX XXXX have gotten additional Home Equity Loan funds from Citizens Bank following their most recent loan of XX/XX/XXXX. {$64.00} question : why is the Citizens Bank Home Equity Loan Department adding additional principal funds starting in XX/XX/XXXX & continuing through XX/XX/XXXX in all of their Home Equity Loan Statements calculations of Past Due Payments & Total Amount Due & Estimated Payoff Amount figures when neither XXXX XXXX nor XXXX XXXX have gotten additional principal funds from Citizens Bank following the XX/XX/XXXX Home Equity Loan?
XXXX XXXX below by each month gives Citizens Bank Home Equity Loan monthly statements & bills noting all Citizens Bank wording & calculations.
XXXX XXXX below by each month gives Citizens Bank Home Equity Loan monthly statements calculations & bills noting all Citizens Bank wording & calculations.
XX/XX/XXXX Statement : Amount Due {$1200.00} ; Estimate Payoff Amount On XX/XX/XXXX {$150000.00} Principal {$320.00} + Interest {$890.00} = Current Payment Due {$1200.00}.
XX/XX/XXXX Statement : Amount Due {$2400.00} [ {$1200.00} + {$1200.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Past Due Amount {$1200.00} = Total Amount Due {$2400.00}.
3.31.17 Statement Date Amount Past Due {$1200.00} + Late Charges Due {$36.00} = Total Amount Past Due {$1200.00}.
Important Notes : XX/XX/XXXX Bill Does Not State Date When {$1200.00} Due Nor Does Citizens Bank State How The {$36.00} Late Charges Due Was Charged.
XX/XX/XXXX Statement : Amount Due {$2400.00} [ {$1200.00} + {$36.00} + {$1200.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$36.00} + Past Due Payment {$1200.00} = Total Amount Due {$2400.00}.
XX/XX/XXXX Statement Date Amount Past Due {$1200.00} + Late Charges Due {$73.00} = Total Amount Past Due {$1300.00} XXXX XXXX important note : XXXX XXXX called Citizens Bank speaking with XXXX XXXX on XX/XX/XXXX who noted XXXX had {$1200.00} available funds on XX/XX/XXXX & had Citizens Bank withdraw the XX/XX/XXXX autopay on XX/XX/XXXX ; thus, how is Citizens Bank legally charging XXXX XXXX a total amount past due of {$1300.00} on XX/XX/XXXX?
Important Notes : XX/XX/XXXX Statement Does Note State Dates When Two {$1200.00} Are Due Nor States How {$36.00} Late Charges Due Was Charged. And XX/XX/XXXX Bill Does Not State Date When {$1200.00} Due Nor Does Citizens Bank State How The {$73.00} Late Charges Due Was Charged.
XX/XX/XXXX Statement : Amount Due {$3700.00} [ {$1200.00} + {$73.00} + {$2400.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$73.00} + Past Due Payment {$2400.00} = Total Amount Due {$3700.00}.
XX/XX/XXXX Bill Amount Past Due {$1200.00} + late charges due {$73.00} = total amount past due {$1300.00}.
XX/XX/XXXX Statement Date Amount Past Due {$2400.00} + late charges due {$110.00} = total amount past due {$2500.00}.
XXXX XXXX important note : Citizens Bank gives no statement or any information why XXXX XXXX & XXXX XXXX were billed twice in XX/XX/XXXX.
Important notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$2400.00} Nor Does Citizens Bank State How {$73.00} Late Charges Due Was Charged.
And Neither XX/XX/XXXX Bill Nor XX/XX/XXXX Bill State Date When {$1200.00} Or {$2400.00} Calculations Were Due Nor Does Citizens Bank State How The Two Late Charges Due Were Charged, {$73.00} & {$110.00}.
XX/XX/XXXX Statement : Amount Due {$5000.00} [ {$1200.00} + {$110.00} + {$3600.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$110.00} + Past Due Payment {$3600.00} = Total Amount Due {$5000.00}.
XX/XX/XXXX Statement Date Amount Past Due {$3600.00} + Late Charges Due {$140.00} = Total Amount Past Due {$3800.00}.
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How $ {$110.00} Late Charges Due Was Charged.
And XX/XX/XXXX Bill State When {$3600.00} Calculations Were Due Nor Does Citizens Bank State How The {$140.00} Late Charge Due Was Charged.
XX/XX/XXXX Statement : Amount Due {$5000.00} [ {$1200.00} + {$140.00} + {$3600.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$140.00} + Past Due Payment {$3600.00} = Total Amount Due {$5000.00}.
XX/XX/XXXX Statement Date Amount Past Due {$3600.00} + Late Charges Due {$180.00} = Total Amount Past Due {$3800.00}.
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How The {$180.00} Late Charges Due Was Charged.
XXXX XXXX important note : XXXX XXXX called Citizens Bank speaking with XXXX on XX/XX/XXXX who noted XXXX is now getting Social Security funds & had {$1200.00} available funds on XX/XX/XXXX & had Citizens Bank withdraw the XXXX XXXX autopay.
XXXX XXXX XXXX email To XXXX XXXX, Director Of Citizens Bank On XX/XX/XXXX States To XXXX XXXX Has Discovered Unreasonable Matters With Citizens Bank Home Equity Loan Calculations.
Amount Past Due {$3600.00} + Late Charges Due {$180.00} = Total Amount Past Due {$3800.00}.
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How The {$180.00} Late Charges Due Was Charged.
XX/XX/XXXX Statement : Amount Due {$5000.00} [ {$1200.00} + {$180.00} + {$3600.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$180.00} + Past Due Payment {$3600.00} = Total Amount Due {$5000.00}.
XX/XX/XXXX Statement Date Amount Past Due {$3600.00} + Late Charges Due {$180.00} = Total Amount Past Due {$3800.00}.
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How The {$180.00} Late Charges Due Was Charged Even Though XXXX XXXX Made A XX/XX/XXXX Home Equity Loan Payment Of $ {$520.00} [ Reference XX/XX/XXXX XXXX XXXX XXXX To XXXX XXXX Call To Citizens Bank Home Equity Loan Department ( XXXX ) XXXX XXXX, Home Equity Loan Agent XXXX ] & Citizens Bank Home Equity Loan Department Officials Took {$1200.00}.
XX/XX/XXXX Statement : Amount Due {$6300.00} [ {$1200.00} + {$220.00} + {$4900.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$220.00} + Past Due Payment {$4900.00} = Total Amount Due {$6300.00}.
XX/XX/XXXX Statement Date Amount Past Due {$4900.00} + Late Charges Due {$220.00} = Total Amount Past Due {$6300.00}.
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$4900.00} Nor Does Citizens Bank State How The {$220.00} Late Charges Due Was Charged.
XX/XX/XXXX Statement : Amount Due {$6300.00} [ {$1200.00} + {$250.00} + {$4900.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$250.00} + Past Due Payment {$4900.00} = Total Amount Due {$6300.00}.
XX/XX/XXXX Statement Date Amount Past Due {$4900.00} + Late Charges Due {$250.00} = Total Amount Past Due {$6300.00}.
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$4900.00} Nor Does Citizens Bank State How The {$250.00} Late Charges Due Was Charged. And XXXX XXXX made a XX/XX/XXXX Autopay Leaving Her At A Loss Why Citizens Bank Charged Her Late Charges.
XXXX XXXX OFFERS THIS BOTTOM-LINE : XXXX XXXX FREELY BELIEVES CITIZENS BANK HAS VIOLATED FEDERAL BANKING REGULATIONS FOR ALL OF THE ABOVE DOCUMENTED ISSUES. MOREOVER, THE HONORABLE XXXX XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE FOR LATE CHARGES CITIZENS BANK HAS CONTINUED TO CHARGE THEM EVEN THOUGH CITIZENS BANK HOME EQUITY LOAN DOCUMENTATION DOCUMENTS XXXX XXXX WAS CHARGED LATE CHARGES WHEN XXXX XXXX DID MAKE PAYMENTS TO THE HOME EQUITY LOAN ACCOUNT XXXX. XXXX XXXX FREELY BELIEVE SHE & XXXX XXXX XXXX ARE RESPONISBIE FOR THE XX/XX/XXXX {$1200.00} AUTOPAY & XX/XX/XXXX {$1200.00} AUTOPAY & XX/XX/XXXX{$1200.00} AUTOPAY & XX/XX/XXXX {$1200.00} AUTOPAY. XXXX XXXX FREELY BELIEVES UPON THE HONORABLE XXXX XXXX XXXX XXXX, CHAIR, BOARD OF GOVERNORS OF THE FEDERAL RESERVE, INVESTIGATIONS OF XXXX XXXX COMPLAINTS AND THE HONORABLE XXXX XXXX XXXX XXXX DETERMINATIONS, XXXX XXXX FREELY AGREES TO PAY ALL LATE CHARGES THE HONORABLE XXXX XXXX XXXX XXXX DETERMINES XXXX XXXX AND XXXX XXXX XXXX OWE TO CITIZENS BANK.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 9th Complaint for Citizens Bank. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX
|
| 08/29/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
Older American |
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This complaint is being made through CPFB after numerous inquiries since XXXX, XXXX have been made with our previous mortgage company, Citizens One Home Loans and our current mortgage company/lender, XXXX and servicer, XXXX XXXX, XXXX. We contacted a representative at Citizens One by telephone in XX/XX/XXXX, who informed us that Citizens One had forwarded the complete electronic mortgage file to the lender, XXXX and their servicer, XXXX XXXX during the sale of our mortgage in XXXX, XXXX. She stated the complete electronic file would have included all documentation regarding HAMP. There was no follow up to our telephone call by Citizens One regarding our request for a complete review of our Home Affordable Modification Program ( HAMP ) and the principle reduction alternative ( PRA ) program.
It would appear to us that if our complete mortgage electronic file was forwarded from Citizens One to XXXX XXXX during the sale of our mortgage, it should have included all documentation regarding the PRA/Forebearance including our original PRA/Forbearance notification letter of XXXX, XXXX and related documentation on the subsequent investor incentive payments to Citizens One and/or XXXX.
On XX/XX/XXXX, we sent a follow up letter to Citizens One and after they researched our request they informed us on XX/XX/XXXX that we should contact the new servicer, XXXX, for a copy of the document requested.
On XX/XX/XXXX, we notified XXXX XXXX ( our current loan servicer ) by letter with a request to make complete review of our Home Affordable Modification Program ( HAMP ) file record to locate a copy of this XX/XX/XXXX letter that we received from Citizens One informing us of a PRA of {$100000.00} under HAMP. I asked them to forward us a copy of the letter. However, XXXX has responded by letter dated XX/XX/XXXX that they were unable to locate in the records forwarded from Citizens One that HAMP letter you purportedly received. The XXXX response letter adds that if you are able to provide additional documentation XXXX can investigate the matter further.
On XX/XX/XXXX, we sent a second letter to Citizens One along with whatever documentation we could produce regarding this matter. Citizens One replied by letter on XX/XX/XXXX indicating they had no information regarding the principal reduction alternative and suggest that we if have additional information they could look into this matter further.
Both companies have not provided basic answers to our questions regarding the PRA program of our HAMP account, nor have they responded to our questions regarding ancillary information or documentation that could be available regarding possible Citizens One investor incentive payments from a separate ledger in which they may have received from the federal government regarding the PRA. They have both indicated they have no record of the PRA Forbearance letter dated on or about XX/XX/XXXX.
We have informed them that we previously received a PRA Forbearance letter dated on or about XX/XX/XXXX. We have been unable to locate the original letter. However, the letter indicated that we had reached a milestone in the HAMP program by having made the monthly mortgage payments since XXXX, XXXX and the letter congratulated us on having reached this point in the HAMP. The letter also indicated that if our monthly mortgage payment are made in a timely fashion for 36 months the original principle reduction amount of {$100000.00} ( non-interest bearing amount ) would be reduced to XXXX under the principle reduction alternative.
The information on the PRA letter of XX/XX/XXXX was different from previous correspondence we received from Citizens One regarding the Pay-For-Performance payments we received towards the interest bearing principle. We had previously received notices regarding applying {$1000.00} to our principle ( interest bearing amount ) each year from XXXX to XXXX. There was also a letter we received towards the end of XXXX from Citizens One indicating a payment of {$5000.00} would be applied because we had continued our monthly payments in the HAMP program. We received a total of {$10000.00} applied to the interest bearing principle. However, we took notice the XX/XX/XXXX letter regarding the PRA forbearance that indicated the principle reduction amount of {$100000.00} ( non-interest bearing ) would be extinguished if we completed the mortgage payments during the 36 month period.
We have recently conducted additional research regarding the matter and believe that we qualified for the principle reduction alternative. It appears to us that measures to maintain our HAMP account should have been implemented by the original lender, Citizens One, and/or the new servicer, XXXX, to complete the PRA program. We also question why our mortgage was sold by Citizens One in XXXX, XXXX with 9 months to go, and prior to the completion of the 36 month period, under the PRA requirement.
We believe we qualified for the PRA based on the criteria required under the HAMP approval process in XXXX, XXXX. We also believe that we qualified based on the criteria required for the PRA in which we owed significantly more that the home was worth, our homeowner 's loan was prior to XX/XX/XXXX, the first mortgage amount was less than {$720000.00}, we had the original mortgage payment over 31 % of our gross monthly income, we were in arrears with our mortgage payments and we had sufficient and documented income to support the new modified payment that reduce our monthly payment in XXXX, XXXX to {$1300.00}.
We bought our current home on XX/XX/XXXX through lender, Charter One, that was name-changed to CCO Mortgage and later name-changed again to Citizens One. The original loan amount was actually {$650000.00} under the Charter One Home-to-Home program that covered our previous home and our present home. Our previous home stayed on the market for an additional 4 months in which we were paying 2 mortgages during that time. The original price of our current home was {$450.00} and after settlement costs/payments from the proceeds form the sale of our previous home in XXXX, XXXX, we showed a balance of {$350000.00}. Plus Citizens One gave us an immediated home equity loan up to {$44000.00}, shortly after we moved into the new current home in XXXX, XXXX.
Our HAMP application made through Citizens One Home Loans was approved for XXXX, XXXX to begin with the HAMP program XX/XX/XXXX after having completed a trial period of three consecutive monthly mortgage payments. The actual Home Affordable Modification Agreement was signed and dated on XX/XX/XXXX showing a total modified balance of {$330000.00} ; consisting of a new deferred principle balance of {$100000.00} ( non-interest bearing amount ) and a new principle balance of XXXX ( interest bearing amount with a beginning interest rate of 2 % ). There was also an outstanding lien balance {$44000.00} against our property that was accumulated through the Citizens One home equity account at the time we filed for HAMP. We also noticed that the Citizens One 2nd mortgage lien amount of {$44000.00} extinguished after we completed a couple of years in this federal government HAMP program.
When we filed for Chapter XXXX bankruptcy in XXXX, XXXX after I became unemployed in early XXXX due the downward economy caused by the mortgage/Banking crisis and my wife was the only one working in the family. At the time of modification application in XXXX, XXXX, her gross salary was {$4200.00} monthly.
We believe that Citizens One and XXXX would have had a legal obligation under federal law to properly administer our HAMP in a timely fashion. We also believe that Citizens One and/or XXXX benefited by receiving additional PRA investor incentive payments through the HAMP/PRA during the 36 months from XXXX, XXXX to XXXX, XXXX, when we were required to make our monthly mortgage payments.
In our XX/XX/XXXX letter to Citizens One, we asked them to look for ancillary documentation connected to the PRA Forbearance letter that we received on or about XX/XX/XXXX. Specifically, we asked about any investor incentive payments that the federal government ( US Treasury or XXXX XXXX XXXX ) would have made to Citizens One and/or XXXX in three successive payments each year from XXXX to XXXX. If Citizens One pursued the information contained in their XX/XX/XXXX letter regarding PRA Forbearance and requirements, we would think that they would've received these incentive payments that are probably contain on a separate payment ledger received from the government.
Our question regarding incentive payments to the lender and/or servicer was based on information provided by the IRS and later verified through the Treasury website.
The IRS web-page titled Principal Reduction Alternative Under the Home Affordable Modification Program indicates in-part as follows : In connection with every HAMP modification of a loan that is not owned or guaranteed by XXXX XXXX or XXXX XXXX, to encourage participation in HAMP, the government provides incentives to the investor ( that is, the holder of the loan ), to the homeowner, and to the servicer. If a HAMP modification of such a mortgage loan includes a PRA principal reduction, the government makes additional incentive payments over three years to the investor. ( These additional incentives are called " PRA investor incentive payments. '' ) The size of the PRA investor incentive payments depends not only on the amount of principal reduced but also on the loan-to-value ratio and the loans payment history before the HAMP modification. The PRA investor incentive payments range from 6 % to 21 % of the principal amount reduced ...
Therefore, it is also our understanding that the federal government, under PRA, would have made additional incentive payments over the three year period from XXXX, XXXX to XXXX, XXXX. We believe Citizens One and/or XXXX Loan would have benefited from the PRA incentive payments as our mortgage was sold in XXXX, XXXX, which is 9 months prior to the ending of our PRA period on XX/XX/XXXX. Under the PRA period from XXXX, XXXX to XXXX, XXXX, we have complied with the government rules that required us to make the 36 consecutive monthly mortgage payments in order to benefit from the PRA in this matter.
Please note that under the homeowner 's incentive program of Pay-For-Performance where we received credits totaling {$10000.00} from the years XXXX through XXXX without having to provide any HAMP documentation to Citizens One. In fact, we have never previously had to provide any documentation while receiving proper benefits that the government provided under HAMP. It is also our view is that the HAMP program is administered by the Lender/Servicer, who may have received incentive compensation to administer this HAMP program and should have sufficient documentation in our mortgage file to activate the PRA/Forbearance that should have reduced it to XXXX around XXXX, XXXX.
A follow recent up at the Treasury website regarding HAMP and the PRA indicates the mortgage company has the responsibility to preserve all documention regarding HAMP. We're not sure if Citizens One has complied with the Treasury Department 's requirements. Based on Citizen One 's response to dismiss our questions regarding HAMP, we are now wondering if Citizens One forgot to enter the necessary requests to the federal government to complete our principle reduction alternative under our HAMP account.
We have complied with all requirements in HAMP/PRA and ask that CPFB give this inquiry a thorough review. We are very concerned with these two mortgage companies and request that CPFB take an in-depth look into this matter. We have been given the run around too many times to expect that Citizens One will even actually look into our inquiry. We believe the CPFB should request and review our complete HAMP/PRA file in this matter to inform us what mistakes have taken place regarding our HAMP account. All indications regarding the PRA process indicates the {$100000.00} ( non-interest bearing ) should have been reduce to XXXX on or about XX/XX/XXXX. It is now 3 years later and the two mortgage companies have done nothing regarding our requests for answers in this matter.
If we are not provided an adequate response with verified information/documentation to our inquiry, we may need to contact the US Treasury Department for a further review. Someone needs to take a closer look at the information and documentation in our HAMP file.
Thank you for your attention and cooperation in this matter.
|
| 03/17/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Wrong amount charged or received
|
|
Web |
Older American, Servicemember |
|
Citizen Bank refuse to remove a false transaction on the account of {$70.00}!!
Investigate an invalid charged with goods and services never rendered to the consumer.
Citizens bank 's dispute resolution department is an absolute mess they delete charges on your account with no signatures no contracts no evidence of anything this has been going on for well over a year now and it keeps things on your account, and they do nothing about it!
The Consumer Financial Protection Bureau collects complaints but does not function as a behalf of the consumer I truly do understand that, but a lot of banks get away with a lot of fraud and fail to perform the fiduciary responsibilities and protecting the cardholder.
The reason they do this because it costs too much money for the bank to look in and protect the rights of the consumer or the cardholder because they really could care less about protecting the rights of the holder.
This is where the Consumer Financial Protection Bureau comes in to enforce those rights or at least try to find out what is going on by leaving invalid inaccurate transactions on the account.
We have made XXXX phone calls about this and Citizens bank does nothing!
XXXX XXXX live call with Citizen : I'm speaking on a recorded line again thank you XXXX you're welcome alright so that's pretty much about it I just need to find out why this charge of {$70.00} is still in the account and should I go ahead and give you the claim number.
I'll be able to provide further insight did you receive weather several letters and I and I keep on faxing it back to you with an explanation in fact what I'm going to do is I'm going to scan all these letters and send them directly to your department.
So I guess my question to Citizens Bank and I could probably reference the Consumer Financial Protection Bureau is that how the world did they get away with something when they know that there is no sales receipt number one there's no contracts no there is no imprint or swipe of the card there was no goods and services rendered in a still keep it on your account you know it's it's it's quite frankly mind boggling.
A quick review of what's going on here OK I have a letter for all these letters out I got a letter dated XX/XX/XXXX we responded to no goods and services got a letter from you guys XX/XX/2022 we responded to got a letter XX/XX/XXXX we responded to that letter we got it also another letter XX/XX/2022 basically stating the same things again and we responded by fax last night uh on XX/XX/XXXX and in that fax it clearly states that after several phone calls with Citizens Bank consumer services department and the merchant by stating there are no signs sales receipts no goods and services rendered and there was it was mistakenly placed on the account and consented and agreed and stipulated by the merchant which is actually the XXXX XXXX XXXX and that's a sister company of the restaurant for XXXX XXXX XXXX XXXX XXXX XXXX XXXX this account is invalid inaccurate and I said please do not hesitate to call and they never call you Citizens Bank never calls you so we've you know we went over this and there's a new XXXX number which is XXXX.
So therefore whoever is making these decisions in the back office for Citizens Bank either an it's done by a computer system like like XXXX or or XXXX you know what XXXX is those little machines you talking to or it's done by a human being that's absolutely completely XXXX XXXX XXXXXXXX and has failed to look at any of the evidence which there isn't any and furthermore to respond to something how do you respond to something with nothing with no car accident with no transaction with no goods and services rendered you know how is that even possible but we've always faxed back every time we get a letter we fax it back to you guys giving an explanation and and we just go in circles and circles and circles and circles and circles and circles and only reason why I put so much effort into it is because what happens it with {$750.00} what happens if with {$7000.00} what happens if it was a half {>= $1,000,000} you understand.You may have a legal claim if your bank doesn't tell you why they denied your disputed transaction. Claims can be awarded under this regulation even where the bank did everything else rightwhere they did a proper investigation, but they didn't follow the rules and tell you why they did what they did f there are many individuals with the same grievances, banks and other financial institutions can be XXXX through class-action lawsuits. Beyond filing a lawsuit, you have the option of filing a complaint with a government agency about your concern with the bank, which can still result in you getting financial relief.
Can I XXXX a Bank?
In many cases, consumers agree to arbitration clauses in the fine print of contracts with financial institutions. These clauses limit consumers ' ability to sue. Instead, consumers are usually required to attend arbitration to settle disputes with financial institutions. A consumer protection attorney can look at the facts of your case to determine if it's possible for you to sue your bank, or if it's worth entering arbitration to attempt to resolve the dispute.
With that said, it may be possible to sue banks in small-claims court or through class-action lawsuits. Small claims court involves suing for an amount of money that is often limited to {$5000.00} or less, depending on state law.
If there are many individuals with the same grievances, banks and other financial institutions can be sued through class-action lawsuits.
Beyond filing a lawsuit, you have the option of filing a complaint with a government agency about your concern with the bank, which can still result in you getting financial relief.
Where to File a Consumer Complaint About a Bank Option 1 : Federal Reserve Consumer Help If you have a complaint about a bank such as XXXX XXXX, XXXX XXXX, or another financial institution, the Federal Reserve System might be able to help you. The Federal Reserve is responsible for carrying out many of the federal laws that protect consumers in their dealings with financial institutions.
The XXXX XXXX XXXX, located in XXXX XXXXXXXX, works with the XXXX XXXX XXXX XXXX around the country to make certain the commercial banks that the Federal Reserve supervises abide by these laws. The Federal Reserve can help individual consumers by : Answering questions about banking practices Investigating complaints about specific banks under the Reserve 's supervisory jurisdiction Complaints about financial institutions that are not supervised by the Federal Reserve System are referred to the appropriate federal agency.
What Kinds of Complaints are Investigated by the Federal Reserve?
As a federal regulatory agency, the Federal Reserve System investigates consumer complaints received against state-chartered banks that are members of the System. If you think a bank has been unfair or deceptive in its dealings with you, or has violated a law or regulation, you have the right to file a complaint.
The Federal Reserve is particularly concerned that state member banks comply with federal laws and regulations that prohibit discrimination in lending. In such cases, additional steps are taken to ensure that your complaint is promptly and thoroughly investigated. In addition, complaints alleging discrimination in housing that are covered by the Fair Housing Act are referred to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX
How to File a Complaint With the Federal Reserve Before writing or calling the Federal Reserve, consumers are encouraged to try to settle the problem with the financial institution first. This may involve directly contacting senior bank management or the bank 's customer service representative for assistance.
FindLaw Newsletters Stay up-to-date with how the law affects your life Enter your email address to subscribe Learn more about FindLaws newsletters, including our terms of use and privacy policy.
This site is protected by XXXX and the XXXX Privacy Policy and Terms of Service apply.
If you are still unable to resolve the problem, you may file a written complaint with the Federal Reserve. Include the following information in the complaint : Your name, address, and daytime telephone number, including area code ; Name and address of the bank involved in your complaint or inquiry ; Your bank or credit card account number ; The name of the person you contacted at the bank, along with the date, if applicable ; A description of the complaint. State what happened, giving the dates involved and the names of those you dealt with at the bank. Include copies of any letters or other documents that may help the Federal Reserve to investigate your complaint. The Federal Reserve asks that you do not send original documents, copies are preferred. Remember to sign and date your letter.
It's important to give the Federal Reserve as much information about the problem as possible ; this will assist the Federal Reserve in providing a quicker response to you.
Option XXXX : Consumer Financial Protection Bureau If you have an issue with a credit card company, consumer loan, student loan, mortgage, or other financial services, you can file a complaint with the Consumer Financial Protection Bureau ( CFPB ). The CFPB is a government agency in the United States that makes sure banks, lenders, and other financial companies treat consumers fairly by offering consumer protection tools and resources.
Complaints can be filed online with the CFPB 's free Consumer Complaint Database or over the phone by calling XXXX. Here is the process : You submit a complaint to the CFPB.
The CFPB reviews your complaint and determines if it should be forwarded to another government agency or should be sent to the company you are complaining about.
The company responds and reports back the action they are taking.
With your consent, the CFPB publishes information about the complaint on the public Consumer Complaint Database.
You are notified when the company responds and are able to review the response and provide your feedback.
The CFPB serves as a helpful intermediary between you and the bank you have had trouble with. It can be easier to get a response and a resolution with the CFPB 's involvement.
Option XXXX : Your State Attorney General 's Office Each U.S. state and territory has an attorney general who serves as the top legal officer. Most attorneys general take complaints from state residents on a wide range of consumer issues, including grievances against banks and other financial services.
Your XXXX XXXX office may decide to pursue an investigation into the bank, or it may just make a public or private record of your complaint. Call your XXXX XXXX office or visit the XXXX XXXX website to find out more information.
How to Get Legal Help With Filing Consumer Complaints Against a Bank Has your bank violated a law or regulation? If you have suffered from unfair lending practices or had deceptive dealings with a financial institution, then assert your right as a consumer and file a complaint.
While you can file a consumer complaint against a bank by following the above directions, you should seek help from an attorney experienced in discrimination issues or consumer protection if you have additional questions or concerns.
Report problems with your bank, financial institution, lender, or broker. There are tips to help you file a complaint : Contact the branch manager, the customer service hotline, or the institution 's website.
Use this sample complaint letter to explain your problem and how you want the bank to fix it.
Provide copies of receipts, checks, or other proof of the transaction.
If the bank doesn't help, get help from the correct regulatory agency.
Complaints About Deposit Accounts Find out which agency accepts complaints about your financial institution.
Contact the Office of the Comptroller of the Currency for complaints about a national bank ( has National in its name, or N.A at the end ) federal savings and loans federal savings banks.
For a problem with a state-chartered bank and trust company, contact either the Federal Deposit Insurance Corporation or your state banking authority .
Complain about a federally chartered credit union with the XXXX XXXX XXXX XXXX.
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| 10/29/2021 |
Yes |
- Debt collection
- Credit card debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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This Citizens Bank credit card account ending in XXXX was one of four accounts involved in banks exploits in taking control of my money starting with not following my payment orders to lock all transactions in and out of account and bring account balance to zero back in XX/XX/XXXX. I was closing all my citizens accounts at bank and credit card services earlier this year due to fraudulent bank schemes and activities involving my account. PONZI TYPE SCHEME.
Account XXXX was and has been locked.
I had moved my XXXX auto payments twice to different banks and it was being paid three times. Citizens did not stop as I had requested. Since dispute in XX/XX/XXXX, the account was placed back to sending me paper statements until today XX/XX/XXXX when I consented online yo online statements. I have not received statements for 6 months perhaps longer. Now there are a bunch of late fees {$140.00} and interest around {$24.00} for a XXXX XXXX monthly XXXX charge that was stopped. {$170.00} total fees on {$100.00} which wss not suppose to be paid.
All Auto payments were suppose to be stopped last XX/XX/XXXX and earlier this year but was not due to creditors not following my payment orders to stop.
There should have been XXXX payments snd XXXX charges to this credit card account XXXX. Since it went into lockdown due to bank investigation and involvement of possible movement of my money without my consent.
CITIZENS CORPORATE HAS MADE UT DIFFICULT yo use their services due to RETALIATION.
Credit card statements not sent showing charges for an account that was presumably at XXXX balance. No online access as a customer for myself due to lockdown of system entire time of four account dispute involving this account. I could not access electronically since everything online and by phone automatically goes yo collections since XXXX. The access shutdown was done yo stop bank and credit card services ftom taking and spending my money as welll as to stop fraud in any way electronically.
I have not received paper statements on this account since it went yo paper only. One credit card was closed and s refund due to me from credit card services went to wrong account.
Since my original, other complaint, I submitted to CFPB that took place since XXXX with citizens corporation and I sent to CFPB that endured from XXXX yo settle, this retaliation of charging {$170.00} for fees for complain is retaliation.
Therefore I am submitting a new complaint for the retaliation issue on a locked account, payments and refunds and rewards incorrectly posted to wrong account that would have covered the $ {$100.00} overcharge on account which was were shuffled as well as used to create by the bank an overdue payment by crossing the refund payment streams to wrong account during dispute in which bank was suppose to be making corrections.
XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX correspondence below which is ftom former complaint that ombudsman instructed to start a new complaint instead.
To : CFPB Ombudsman I would like further assistance. Reopen ALL complaints I SUBMITTED via CFPB. As well as new complaint for retaliation - debt for credit card account XXXX which is involved in long ongoing dispute - I owe {$400.00} and have not received any statements and accounts are locked electronically. I requested all statements in paper and someone at bank has illegally without my consent turned off this function, more illegal activity, fraud, retaliation. Ive stated all year, I want everything in writing via us mail. I also have XXXX accommodations bank has had ( known for past 15 years ) for years that, when requested everything in writing that includes paper statements, not email and not online which have been wrong compared to the paper statements.
Nothing has been done to investigate my complaints against Citizens corporation - bank subsidiary and credit card services subsidiary. No forensic accounting audiits took place when potential fraud took place when I reported to bank, corporate and credit card services. Statements I had received with different balances and transactions were destroyed and rewritten by the bank under the guise of a lot of software updates. They removed all the revisions, adjustments that had been made including transactions that were made without my legal consent.
Bank and credit card services failed to provide me, the Client, statements on demand the first week of XX/XX/XXXX when possible fraud on my accounts was occurring when I requested several times. Dispute was handled primarily by branch, online, phone reps between the two subsidiaries involved. Due to several erroneous errors by bank saying loan was written off, then charged off snd sent to collections for twice the amount owed, if anything since it seems Im missing {$16000.00} yet somehow agreed to pay {$2000.00} after all the restatements?? And they wont agree to get rid of the interest and reschedule an ease of payment plan? I contacted CFPB. I have since not received a correct and appropriate reply that includes a review if the accounting reconciliation and audits I did on my accounts show what I owe and a new payment agreement schedule since bank collections sent a letter 3-4 weeks past the first scheduled payment. There has been Refusal to reply to my continued CFPB COMPLAINT I RESUBMITTED TWICE snd needs to be resubmitted.
Corporste has retaliated by not sending me any credit card paper statements while accounts all were put on hold, high security, no online access and closed BY MY REQUEST ( so I can figure out who at bank did/is doing this illegal manipulation of my payments and accounting fraud ) as Citizens did absolutely nothing to secure my accounts and if anything are involved by someone inside their bank manipulating or transferring my money without my consent. Its quite clear someone has been doing this if systems software is not to blame. I still have not gotten, after at least 20years, account XXXX included one of my three cards credit card balance on the banks household statement and now claims j owe them money on accounts that have been on hold, closed throughout this dispute and to which I have had no electronic access and all phone calls to bank or credit card automatically go to collections persons who have no statement information and are not qualified snd not a legal substitute for monthly account statements throughout this year of dispute and all statements fir accounts involved needed to be sent in writing throughout the dispute. I have not received any credit card statements until last week for overdue unpaid credit card charges of which there werent any previously.
CFPB SHOULD NOT BE ALLOWING CITIZENS CORPORATION TO CLOSE THESE CLAIMS IN THEIR FAVOR WHEN CFPB HAS NOT FULLY INVESTIGATED AND EVIDENCE SUGGESTS MANY ILLEGAl ACTIVITIES BY BANK AND CREDIT CARD SERVICES- fiduciary breaches, misleading statements made to clients, illegsl accounting practices, someone inside bank illegally without my consent has moving my money between all these accounts and others ( including multiple investment and mortgage accounts in past that I have now permanently closed ).
I received another letter from CITIZENS CORPORATE recently dated XXXX on XXXX XXXX weekend. The bank has been wrongly saying they sent information on XXXX when they did not send it it got lost in the mail again for a third time? Do I have no time to review and respond appropriately? Letter states wrong phone information, specifically Saturday hours to contact and when it got to this Saturday the phone bank was closed. So I left three messsges for XXXX XXXX at Citizens Chairmans office reciting the past months garbage I received from them. Letter wrongly states its a copy of letter dated XX/XX/XXXX for reply to identical issue when the issues I have written about are not identical, they are new issues and unaddressed unresolved issues that went ignored, form letter reply without any adjustment or acknowledgement for need for new payment schedules and outrageous snd illegal interest rates ( someone shuffled my money from 0-5 % interest to 50 % interest on fake debt? ) letter states charge off when i was told in person at branch snd by phone by the same branch manager XXXX XXXX who said the issues were written off, not charged off. This is just harassment at this point by Citizens bank corporste who does not train their rmployees well- who did nothing to setup written fraud procedures for customers to follow in branches and to whom to send to. Since dispute started snd we had come to agreement on amount owed- I requested corrected payment terms and have received nothin. I have paid for CITIZENS ERRORS FOR 25 years snd told them I am no longer going to cover their bad accounting, fraud snd illegal activities as I can not afford to cover even the smallest errors which they should be ACCOUNTABLE for.
Spoke to floating XXXX XXXX manager, XXXX XXXX, at the XXXX Citizens branch XXXX XXXX snd showed her newest batch of 5 letters ( no statements ) on each of my accounts just received that day with old dates ( if XXXX XXXX ) on them. Told her about no statements received recent months between XXXX and XXXX issue and suddenly I owe money to Citizens somehow on accounts with XXXX and credit balances? The issue of speaking to XXXX Tuesday XX/XX/XXXX phone rep - reward credit {$120.00} on account XXXX would post in 3-5 business days to account that was remaining open. Account XXXX was being closed. On XXXX reward points if {$120.00} was sent to wrong account XXXX in amount of {$100.00}.
How much more bad accounting if not just retaliation for my complaint /dispute do I have to succumb to? XXXX again unable to supply statements FOR ACCOUNT XXXX and XXXX. Unable to update me on reply to fraud complaint and redirected me to CORPORATE after I had received 3 form letter replies and no final resolution as to payment terms. XXXX gave me just notes on a sticky notepad of various account balances? Verbal joint account balances? Other investment account issues similar to complaint were mentioned as well as to why my ire for the management team. That is not s way fir client to receive monthly bank account and credit card statement substitute. Same for investment services ( done frsud took place here at same beanch which was settled but losses for loss of use of money were not ). This is against the law.
This is a continuation of automatically closing claim CFBB XXXX. 1 ) Citizens bank sent amount of debt to collectors and should not have. They locked online access and took 6 months to send requested bank and credit card statements. 2 ) Bank overreached into my accounts without my consent and shuffled and made adjustments with my money all over the place. 3 ) when they did charge-off ( which should never have occurred ) as I covered all payments and brought in funds to bridge the deficit while dispute of what occurred over an overdraft occurred. Bank did not provide satisfactory and sufficient paperwork needed by customer, myself, to reconcile all four accounts involved. Requested multiple times. Statements were adjusted snd rewritten by bank since An third party check into account overdraft if account took place and differed between what was showing and I read online, what was in mobile application and weekly electronic mini statements, by telephone, and phone call reconciliation due to refusal to supply paper documents of all 4 accounts. XXXX ) citizens bank has recorded the wrong amount of chargeoff which shoukd never have been a chargeoff in the first place as they never assisted in an appropriate statement reconciliation in the first place when I went to brsnch anc requested. Bank still needs to correct and reverse, remove chargeoff so this does not affect my credit. since receiving paper statements in XXXX and reviewing, bank and I have agreed there is only a {$2000.00} deficit based on this set of documents ( these dont match what was online ). Yet payment terms still continue to be through a collection agency. Sent from my XXXX
|
| 06/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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CFPB Complaint Details : Weve had our primary mortgage on our property through Citizens Financial Group Inc./Franklin American Mortgage Company since XX/XX/XXXX. Our monthly payment includes principle and interest only, as we pay property taxes ( quarterly ) and homeowners insurance separately and have maintained an excellent payment history always paying in full and on time.
Our property suffered significant damage from hurricane Irma in XX/XX/XXXX. We immediately filed a claim with XXXX XXXX to repair the damage, however after months of repeated inaction and misrepresentation by XXXX XXXX we acquired legal representation to assist with our claim.
After denying the vast majority of our claim we filed a lawsuit against XXXX XXXX, whose representatives have been evasive, unhelpful and blatantly lied about the status of our coverage and for the past several months ( since late XX/XX/XXXX ) XXXX XXXX and their attorneys have become unresponsive to both our existing claim, as well as repeated requests for information and status of current coverage, so much so that our attorneys were forced to file to compel them to respond.
Dealing with countless temporary and permanent repairs and mitigation required to prevent further damage has caused an incredible financial and emotional burden on our family, which brings me to my complaint concerning the Predatory and unfair lending practices that Citizens Financial Group Inc./Franklin American Mortgage Company suddenly and unexpectedly began engaging in by placing an exorbitantly priced and hazard insurance on our property, which could cause the financial issues for our family to go from difficult to catastrophic.
Despite the financial burdens stemming from the claim issues weve had with XXXX XXXX ( our Home Insurance company ), we continued to made our normal mortgage payment of {$1900.00} on time every month with no issues, so we were shocked when we suddenly received notice in the 2nd week of XXXXl ( not sure of the exact day ) in the form of a letter detailing an escrow summary which revealed that Citizens Financial Group Inc./Franklin American Mortgage Company had placed an unauthorized forced insurance costing over {$9000.00} per 12 months, on our property, causing an escrow shortage on our loan and informing us that our next monthly mortgage payment, due XX/XX/XXXX ( less than 3 weeks ) would increase from {$1900.00} to {$3800.00}!
We had no prior notification to this communication. No letters. No calls. Nothing.
Attempts to Resolve : Since all communication with XXXX XXXX had been going through the attorneys handling our claim, I immediately contacted our attorneys to request they check on the status of our home insurance policy and spent a couple days unsuccessfully attempting to contact customer service for Citizens Financial Group Inc./Franklin American Mortgage Company via phone, only to be put on long holds and eventually be hung up simply trying to find out what was going on.
After getting the expected lack of response from XXXX XXXX, I wasted no time and began the difficult process of trying to secure a new home insurance policy while still dealing with an open claim.
Despite having to take off 2 days of work I was somehow able to find home insurance coverage through XXXX XXXX ( no relation to Citizens Financial Group Inc./Franklin American Mortgage /Citizens Bank ) and since the phone customer service was so unprofessional and difficult to reach and even more unhelpful in trying to resolve any issues, I submitted multiple e-mails ( including details and documentation ) from XX/XX/XXXX-XX/XX/XXXX, requesting Citizens Financial Group Inc./Franklin American Mortgage Company to have the hazard insurance and all associated billing/charges/payments removed from our policy, as we were never properly notified of these charges in addition to being unable to pay for any increase to our mortgage payment.
Citizens Financial Group Inc./Franklin American Mortgage Company took days to respond and only then did so in e-mail, compounding the frustration and making achieving resolution even more difficult.
The first response from XXXX XXXX, asked to wait for 5-7 days for a response, which came 3 days later on XX/XX/XXXX ( the day before our mortgage payment was due! ) stating they would only update our account once our new home insurance policy went live. Over the next couple weeks our family suffered the inconvenience and expense of rushing to schedule and pay for 2 new 4 point inspections ( inspection 1 : XX/XX/XXXX, inspection 2 : XX/XX/XXXX ) to secure our new home insurance and the finalized policy documents were e-mailed to Citizens Financial Group Inc./Franklin American Mortgage Company on XX/XX/XXXX.
Approximately 2 weeks later we received notification from Citizens Financial Group Inc./Franklin American Mortgage Company via mail that the hazard policy would finally be removed, however our shortage was barely reduced and instead of our mortgage payment reverting back to the original amount, it remained nearly {$4000.00}!
After our family did all we could, while experiencing little to no help from Citizens Financial Group Inc./Franklin American Mortgage Company , to resolve the issues related to the exorbitant hazard insurance including the unexpected and outrageously unfair and untenable increase to our monthly payment, I repeatedly called Citizens Financial Group Inc./Franklin American Mortgage Company customer service until I was finally able to get to supervisor XXXX XXXX on XX/XX/XXXX .
I explained the extended financial burdens and communication difficulties our family had been dealing with since XX/XX/XXXX, regarding our open hurricane Irma claim with XXXX XXXX and the extreme jeopardy to our familys good credit and home ownership the forced place hazard insurance from Citizens Financial Group Inc./Franklin American Mortgage Company put on our family and as well as the illegal or unfair lending practices being engaged in by adding this coverage without sending the legally required notifications and notices.
Timing of the Required Notices The servicer must send the first notice at least 45 days before purchasing a force-placed insurance policy.
The servicer must then send a second noticea reminder noticeno earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. This notice must include the cost of the force-placed insurance or a reasonable estimate of the cost. ( 12 C.F.R. 1024.37 ).
Supervisor XXXX XXXX, stated that 2 notices were sent out earlier, but she was curiously unable to immediately provide the dates or notices sent and said that I would receive copies of the previously sent notices within 24 hours. XXXX XXXX also assured me that shed have all charges removed completely and promised shed protect any damage to our credit by preventing any late or delinquent payments from being reported while we were working through resolving these issues, since it may take several days to receive some of the information and documentation needed from their insurance department.
When XXXX XXXX, called back 24 hours later, as promised on XX/XX/XXXX, she still wasnt able to provide the supposed prior notices, but told me they would be mailed to me in the next couple days. She then reiterated that she was working on resolving our issues and after providing her phone and direct extension ( XXXX ext. XXXX ) to reach her directly with questions or concerns, she assured me that she would follow up with me in the next couple days with a resolution and not to worry.
I never received any further contact or follow up from XXXX XXXX, or any other representative from Citizens Financial Group Inc./Franklin American Mortgage Company and after trying to reach Supervisor XXXX XXXX via her extension 5 or more times, I was unable to reach her directly and every request to be connected to her and to resolve our issues directly with Citizens Financial Group Inc./Franklin American Mortgage Company have failed , which is why we are now filing a complaint with the CFPB, as well as taking the following additional steps ; 1. Registering complaints with the XXXX XXXX XXXX.
2. Notifying the State Regulatory Board.
3. Notifying the Attorney General to Investigate Violations 4. Report Problems to HUD. ...
5. Filing a Complaint with the Federal Reserve.
6. Reporting possible Fraud/unfair or predatory lending practices to the FBI.
In addition, as a XXXX XXXX and XXXX XXXX XXXX in gaining top and effective ranking on XXXX and other search engines, Ill be XXXX XXXX XXXX XXXX with updated XXXX XXXX to ensure star ratings and reviews are reflected in XXXX, where I plan on publishing the details and updates of our families experience with Citizens Financial Group Inc./Franklin American Mortgage Company and allowing other customers to express their own stories and experiences with Citizens Financial Group Inc./Franklin American Mortgage Company and publish ratings and reviews of their services that will be found on the 1st pages of the top bank, mortgage and loan related local searches across the country.
I also plan on sending continuous communications detailing current and future issues and updates via e-mail and letter to the following list of Senior Leadership and Board of Directors of Citizens Financial Group Inc./Franklin American Mortgage Company ; Citizens Bank Leadership XXXX XXXX XXXX Chairman and Chief Executive Officer XXXX XXXX XXXX Vice Chairman and Chief Financial Officer XXXX XXXX XXXX Head of Business Services XXXX XXXX XXXX Vice Chairman, Consumer Banking XXXX XXXX President , Consumer Deposits and Lending XXXX XXXX XXXX General Counsel and Chief Legal Officer XXXX XXXX Chief Risk Officer XXXX XXXX Chief Marketing Officer and Head of Virtual Channels XXXX XXXX Chief Human Resources Officer XXXX XXXX XXXX Vice Chairman and Head of Commercial Banking XXXX XXXX Chief Information OfficerXXXX XXXX Head of Corporate Finance and Capital Markets Citizens Bank Board of Directors XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX . ( " XXXX '' ) XXXX XXXX XXXX. ( " XXXX '' ) XXXX XXXX XXXX. ( " XXXX '' ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Lead Director ) XXXX XXXX XXXX XXXX XXXX As I have repeatedly stated via e-mails and phone conversations over the past 2 months with representatives from Citizens Financial Group Inc./Franklin American Mortgage Company , our family has continued to faithfully pay our original monthly mortgage payment of {$1900.00}, in-full and on time, with the last payment processing on XX/XX/XXXX.
Desired & Fair Resolution : Resolving our issues is simple and shouldve been done weeks ago.
Since we never received the legally required notifications and notices before Citizens Financial Group Inc./Franklin American Mortgage Company forcibly placed hazard insurance on our policy, the fair resolution our family requires is for any and all past and future charges/billing associated with the hazard insurance policy be removed immediately and our escrow shortage be corrected.
In addition, as good customers with a good payment history, who are still struggling to work through the open claim and lawsuit with our former insurance company ( XXXX XXXX ) and may be for many more months, if any form of insurance needs to be placed on our mortgage policy by Citizens Financial Group Inc./Franklin American Mortgage Company in the future, Id expect our mortgage company to treat our family with the decency and respect we deserve, by practicing fair and legal lending laws and procedures, as well as simple and decent customer service, by reaching out to us to modify our mortgage policy to an acceptable payment amount that we are able to afford without incurring more debt than we already have from repairs to recover from a disaster and required mitigation 's to protect our property from future damage.
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| 09/28/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Citizens Bank " The bank '' hereafter, exercises illegal lending practices. The bank denied twice a home equity line of credit application. The application numbers were : 1 ) XXXX 2 ) XXXX. Their denial was based on extreme negligence, incompetence, erroneous numbers and calculations. Despite me showing them the wrong numbers, they intentionally ignored it to cover up their illegal lending practices.
The bank was intentionally negligent in taking due diligence in checking the numbers that they use for calculations and verifying that those numbers are accurate. The bank put individuals in critical positions to put the numbers that they use to perform calculations of Debt-to-income ratio and then use that to base their decisions on denying or approving the loan.
My case is simple they used wrong numbers, they did not use appropriate methods of verifying the numbers, got the wrong calculations and denied a loan twice that should have been approved. This is an extreme negligence, because I have the evidence of the wrong numbers they used, the evidence of their wrong verification methods, and the evidence of their denial of the loan. Those negligent practices should be investigated because they could have denied not only my loan application but also other loans to customers that should have been approved and vice versa.
In Finance correct numbers are the core of the banking system, and wrong numbers can bring down the whole system. So, that is not a small thing. Finally, I believe they intentionally denied my application for reasons that can be questionable XXXX XXXX. I applied for home equity line of credit in XX/XX/2022. I got conditionally approved.
The home appraisal came back of XXXX. The underwriter took XXXX months to process my application and kept asking for irrelevant documentation like my wife rental property income and my wife is not listed on the collateral house nor was she a co-applicant. In addition, the underwriter put the wrong monthly tax numbers on my file and rejected the file XXXX due to high Debt to income ratio ( DTI ).
XXXX XXXX. After numerous attempts with my loan officer XXXX and my Loan processor XXXX to ask them to tell me what my DTI ( Debt to Income Ratio ) is, they refused to answer. And in some discussion the loan officers did not know how to calculate the Debt-to-income ratio.
XXXX XXXX. I called the hotline for home equity, and they were able to tell me what the Debt- to-income ratio was, which illuminated to me that both the loan officer and the processer were willfully concealing the information. The reported Debt to income ratio that was reported on file after the Debt Payoff from the loan proceeds was 90 %. I was shocked because that was obviously wrong! and I emailed both the loan officers and processors trying to understand how is that possible and they wont tell.
XXXX XXXX. I called the hotline for home equity and the representative told me a shocking high monthly property tax number that was reported on my file which I instantly knew that was one of the reasons that my DTI ratio was reported wrongfully as high a XXXX %. It is worth noting that the home equity hotline tried to conceal what are the numbers reported on my file that were used to calculate the DTI. And at first, they did not want to tell me those numbers, until one of them told me the monthly taxes reported on my file ( and that is when I knew that those numbers were wrong ), but he would not tell me other numbers. A culture of deception lies and incompetence.
XXXX XXXX. After I knew of the wrong numbers, I requested to escalate the matter to the managers and finally after all the time that have been wasted, they adjusted the numbers and showed the DTI was 59 % which was still above 55 % threshold. The reason it was still above 55 % because of what they use as the qualifying payment and rejected the loan for insufficient income to bring down the DTI to the 55 % Level.
XXXX XXXX. I emailed the Vice President of Operations XXXX XXXX my new employment contract that shows the additional income that they can use for calculating the DTI, because If they did, then the DTI will be below 55 % threshold even with the qualifying payment they mentioned and then the loan will get approved. I emailed him that on XXXX and I called and left messages. No one responded and they completely ignored my requested.
XXXX XXXX. I moved on and applied again to the same bank in the hopes of getting a better loan officer and a better loan processor and we move on and get the loan approved.
XXXX XXXX. I received a letter from the bank that my HELOC loan ( the first application loan XXXX ) was denied due to insufficient income to bring down the DTI to be 55 % or below. I was shocked that they sent out that letter because I had sent ( XXXX ) the VP of operations and another loan processor the information, showing the extra income. That all provided evidence to culture of negligence and incompetence.
XXXX XXXX. Initially the second loan application was declined due to high DTI ratio. The online appraisal came back XXXX. I emailed and explained to the loan officer XXXX to double check with the underwriter that he has put the new income XXXX receiving, the correct tax numbers, the correct insurance numbers and the correct payoff numbers.
XXXX XXXX. They did then conditionally approve after back and forth and the loan officer said, and I quote I did it. They approved XXXX loan conditioned that they do another interior appraisal.
XXXX XXXX. After XXXX weeks of waiting on the appraisal to be finished. I emailed the loan officer XXXX and she said that the appraisal came back at XXXX lower than the XXXX that they already had, so the loan is denied because they can only do XXXX and that Is not enough to do the payoff to bring XXXX below 55 %.
XXXX XXXX. After another back and forth explaining to the loan officer that the XXXX loan will work and my DTI ratio will be below 55 % threshold, and after I gave her my worksheet to see how it is done and requested that she give that worksheet to the underwriter to check his numbers. After all that she came back and said that the qualifying payment should be {$2000.00} and that is why the loan worksheet was not correct.
XXXX XXXX. I explained to her that the {$2000.00} qualifying payment number was the wrong number because that qualifying payment she quoted is for a loan amount of XXXX not for the XXXX that I requested. I did not get any answer. The loan was denied due to insufficient equity to do the payoff to bring down the DTI below 55 %.
XXXX XXXX. I asked both the loan officer and the processor XXXX to ask the underwriter to review carefully the worksheet I sent so he may see what the difference between my numbers and his. My idea was for him to see what errors he made so we can correct it and move one.
XXXX XXXX. The Loan processor and after two hours later came back and said the underwriter already reviewed the files and the decision is final for denial of the loan.
XXXX XXXX. I was completely shocked. I knew they were negligent and incompetence, but ignorance and stupidity were too high for me to fathom that at critical position like that the negligence is too high. So, I asked the loan officer and the processor to tell me what is the DTI ratio that was reported on my file. I did not get a response. The same culture of deception and concealment still pervasive.
XXXX XXXX. I called the hotline for home equity, and they told me that my DTI was 78 % or 80 %. I was flabbergasted and shocked, so I asked what number the underwriter put on file for taxes and insurance, and I was shocked again, because he put the wrong numbers on my file and that is why my DTI was too high.
XXXX XXXX. I emailed the loan officer XXXX and told her about the wrong taxes put on my file. She then emailed the underwriter, who then with his ignorance response that he verified the monthly taxes for property from realtor.com. What an ignorant fool. So, I emailed XXXX the original tax documents that shows the correct tax numbers.
XXXX XXXX. The underwriter came back and said that the ratio now is 55.27 % and he put that the consolidated debt is XXXX which is above the XXXX loan that I can get and therefore the loan is denied. So, the underwriter negligence reported that my DTI was 78 % and the decision was final and then because of my investigative work he came back and said it is 55.27 %. That is obviously evidence of negligence.
XXXX XXXX. I was shocked again because he put {$10000.00} number twice and used that to get the consolidate payoff amount, and that was how he was getting the wrong consolidated payoff of XXXX. But instead, if he put the correct numbers the consolidated payoff was XXXX.
XXXX XXXX. I emailed the loan officer expanding yet again the errors of the underwriters The underwriter recognized his errors out of many and adjusted the consolidated payoffs to be XXXX and said the loan is still denied because the ratio is 55.27 % instead of 55 %.
XXXX XXXX. 2022. I was by now convinced, that this was intentional illegal lending practices, because the underwriter should have known or reasonably know that he could increase the loan amount to XXXX because he should have updated the first mortgage equity balance, which will impact the loan amount that can be given out because at that time and with new first mortgage balance that loan that can be given out would be XXXX XXXX The underwriter if he was not negligent and incompetent would have added another payoff which I suggested one of two things either pay another with credit card of a balance of {$2200.00} which will reduce the monthly debt by {$65.00} and hence the DTI will be 54.85 % and we will still be with the XXXX loan. or pay different card with a balance of {$1100.00} which will reduce the monthly debt payment of {$25.00} and hence the DTI will drop to 55.06 %.
XXXX XXXX. So, I asked for the manager.
XXXX XXXX finally spoke to XXXX XXXX and he was asking to know what the discrepancy was. I was shocked that he did not know the case. Regardless I asked him to check with his loan officer XXXX.
XXXX XXXX. After XXXX days he came back and said yes now the DTI is 55.27 % and it is rejected by the system, and he will ask for an exception. By this time, I figured out that these guys are completely ignorant, incompetent and negligent. So, I told him that we dont need an exception and explained to him that he can adjust the loan amount to XXXX and add another payoff and the DTI ratio will drop to below 55 %. I sent him the new updated first mortgage equity balance XXXX XXXX. He did not get back to me, I went to the branch, closed my checking account, asked to file a complaint and the branch officer XXXX filed an internal complaint.
XXXX XXXX I received a call from XXXX XXXX XXXX works with the chairman office, and she offered me assurance that someone from underwriting will go over with me on how the DTI was calculated so we can see where the error is happened XXXX XXXX XXXX hours after the call with XXXX XXXX, XXXX XXXX Emailed and reseated the exact same thing that they reviewed and still denial and give the most bizarre explanation because he listed payoff that cant be possible under XXXX or XXXX Loan which proved once again the incompetence and the negligence of the Bank. It is as if we are talking to individuals who are not organized and don't know what the issue at hand and they is don't even read their own emails.
XXXX XXXX i received a letter dated XXXX that says the loan of XXXX was denied, another bizarre letter that shows extreme negligence, incompetence and denying loans without doing the least of asking their loan officer of where things stand.
|
| 03/28/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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I own a home and have an FHA Loan through Citizens Home Loan. I have been going through the assumptions process since XX/XX/XXXX to have my friend assume the loan. They do not provide all the documents needed in one letter or clearly look at what has been provided, and then send multiple letters requesting more information, with incorrect fax numbers to send documents and provide an unrealistic turn around time to provide these documents. Each time I call or send a message, I receive a different response. This has caused us to need to restart the process from the beginning and is still ongoing to this day - XX/XX/XXXX. Customer Service advises that they do NOT have a manager for me to talk to and CAN NOT transfers me to the Special loans department who handles this transaction. Unbelievable.
Secure Message 1 : XX/XX/XXXX Hello, We are looking to move in XXXX and complete an assumable loan transaction to transfer this property to our friends. Do you have a packet available for us to review?
XX/XX/XXXX - Dear XXXX XXXX XXXX, Welcome to Citizens One Home Loans! We are excited to be your new servicer. Thank you for your recent inquiry regarding your mortgage loan. I see that you were able to speak to one of our Customer Service Representatives on XX/XX/XXXX, regarding this matter. We have received your written request and your account is being reviewed. If an assumption is possible in this scenario, you will receive the documents needed. Otherwise, your friends would have to secure their own loan to purchase the property. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Customer Experience Team Citizens One Home Loans Secure message 2 : XX/XX/XXXX - Hello, Can you provide me a copy of the assumable documents mailed to XXXX XXXX? I assumed we were both getting a copy. If you can email- XXXX Thank you XX/XX/XXXX - Dear XXXX XXXX XXXX , Thank you for your recent inquiry regarding your mortgage loan. The assumption request was received and information was sent to the party interested in assuming the loan. Since these documents may contain personal information from the person assuming the loan, these documents are only addressed to the person assuming the loan. You would have to contact the interested party to obtain copies of documents sent for this process. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Customer Experience Team Citizens One Home Loans Secure message 3 XX/XX/XXXX - Hello On XX/XX/XXXX I spoke to a representative and a new assumable loan letter was to be sent to XXXX XXXX within 5 business days. On XXXX I called back and was advised that it was mailed out that day. Today, XXXX hasn't yet received the letter. Are you able to advise if the status?
XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. I show that the letter was sent to XXXX on XX/XX/XXXX. I have submitted a request to have a new assumption package mailed to XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans XX/XX/XXXX - Hello, XXXX last name is XXXX ( no XXXX ). He mailed the requested information back to you on XX/XX/XXXX. Can you confirm this has been received and is under review? Is the processing time still 27 business days? If more information is needed, will you call me or him as a letter takes more time to receive and creates a large delay. Where is your office location in XXXX PA so we can work with them if more information is needed? Thank you XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. We have not received the assumption package back yet. Our Special Loans department handles assumption request, the process timeframe has not changed. This request is not something that can be handled at a bank branch. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Secure message 4 : XX/XX/XXXX - Hello, 3 needed documents for the assumable loan process were mailed in again on XX/XX/XXXX. What is the processing time of having these documents logged into the system once received on your end? I called today and they are not yet in the system. Please keep the assumable loan process open. TY XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. We have not received the documents as of today, unless they were sent to the processing team directly and they did not note the loan. Please allow 7 to 10 business days if sent through the mail, not including holidays. An email has been sent to our special loans division to request not to close the assumption process. I do see the status as pending final decision. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Secure message 5 : XX/XX/XXXX - The letter dated XX/XX/XXXX to XXXX XXXX provided fax # XXXX to send all requested documents to. Today I was informed this was the INCORRECT fax number and went to the VA Dept? How was the wrong number provided on the letter and what will this dept. do with the documents? I was advised there is no way to have these forwarded to assumable loans dept? At XXXX XXXX today, XXXX re-faxed this to XXXX and it shows sent. Called to confirm at XXXX and advised not yet in system and to call back next week. Please confirm these are received .... We do NOT want process closed. Please keep OPEN.
XX/XX/XXXX - Dear XXXX XXXX XXXX, Welcome to Citizens One Home Loans! We are excited to be your new servicer. Thank you for your recent inquiry regarding your mortgage loan. Our records indicate on XX/XX/XXXX, you spoke with a specialist who was able to assist you with this matter. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans XX/XX/XXXX - ... ... I am not new to Citizens Home Loan ... ... XXXX XXXX is going through the process to assume our loan and faxed in documents ... ... ... Questions not answered .... The letter dated XX/XX/XXXX to XXXX XXXX provided fax # XXXX to send all requested documents to. Today I was informed this was the INCORRECT fax number and went to the VA Dept? How was the wrong number provided on the letter and what will this dept. do with the documents? I was advised there is no way to have these forwarded to assumable loans dept?
XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. The assumption package was received by our Special Loans Department on XX/XX/XXXX. A letter was mailed out due to the assumption package missing several required items. Please contact our Customer Service Department at XXXX, regarding this matter. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Letters : Initial letter dated XX/XX/XXXX from Citizen Home Loan. Indicated that following items must be received within 30 days of receipt of letter.
Uniform residential loan application Borrowers certification & credit authorization Payroll advices ( copies ) for the most recent month IRS W-2s ( copies ) for the past 2 complete tax years For applicants who are commissioned or receive bonus income : The past 2 years of signed deferral tax returns ( copies only ) unsure if it applies For applicants who are self employed does not apply For applicants who are retired does not apply For applicants who have been rending for the past 2 years : Provide the complete mailing address and phone number for your landlord for the last 2 years For applicants who own rental property does not apply For applicants with a prior discharged bankruptcy does not apply Bank statements for the 2 most recent statement periods ( copies ) Current mailing address for current borrower Request for transcript of tax return Borrowers signature authorization Signed copy of this letter Request for additional information letter dated XX/XX/XXXX from Citizen Home Loan. Indicated that following items must be received within 15 business days from date of letter. Provided fax number XXXX ( THIS IS THE FAX NUMBER FOR VA LOAN DEPT, so following documents were sent to this and we were advised to resend because they did not have access to obtain these documents. This was refaxed to corrected number ) Complete HR contact information ( name of HR Representative, phone number or email address ) for the following companies so that they can verify employment and income : o XXXX XXXX XXXX o XXXX XXXX XXXX XXXX Explain relationship of XXXX XXXX XXXX and XXXX XXXX shown on the loan application Provide updated paystubs Provide updated 401k statement Provide XXXX XXXX statement for XX/XX/XXXX & XX/XX/XXXX W-2 Forms for XXXX Complete landlord/management company information ( name, phone number or email address ) so they can verify rental payment history for past 12 months.
Request for additional information letter dated XX/XX/XXXX from Citizen Home Loan. Letter received in mail on XX/XX/XXXXIndicated that following items must be received within 15 business days from date of letter. Provided fax number XXXX ( THIS IS THE FAX NUMBER FOR VA LOAN DEPT AGAIN, Which I questioned in my secure message # 5 and did NOT receive a response to ).
Explain Relationship of XXXX XXXX XXXX on your paystubs and XXXX XXXX shown on loan application o ( THIS WAS PROVIDED IN RESPONSE TO ABOVE LETTER Provide updated 401K statement o THIS WAS PROVIDED IN RESPONSE TO ABOVE LETTER Complete 12 months verification of rental payment history for property located at XXXX XXXX XXXX XXXX PA XXXX. We need to establish a 12 month history from your rental address.
o LANDLOARD CONTACT INFORMATION WAS PROVIDED IN RESPONSE TO ABOVE LETTER. WHY DID THEY NOT CONTACT LANDLOARD OR ASK FOR THIS PAYMENT HISTORY IN ABOVE LETTER.
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| 06/01/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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|
Web |
Older American |
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Re : Citizens Bank Master Card Account XXXX. XXXX XXXX XXXX XXXX Account Holder : XXXX XXXX, died XX/XX/XXXX Former Authorized User : XXXX XXXX XXXX Issue : Approximately {$2400.00} of charges incurred in XX/XX/XXXX and XX/XX/XXXX As I worked to resolve this issue of unauthorized credit card use after my mother passed on XXXX XXXX, XXXX, my treatment by Citizens Bank led me to make the following written statement : These combined actions give strong consideration to the theory that this is about far more than a fraudulent {$2400.00} debt. Perhaps Citizens Bank has a systemic problem and this is just the tip of the iceberg, requiring investigation by experts outside the banks influence. Little did I know at the time that the Consumer Financial Protection Board ( CFPB ) was already investigating Citizens Bank for very similar complaints.
Specifically, CFPB 's XXXX lawsuit alleged Citizens Bank failed to reasonably investigate consumer claims of unauthorized credit card use and failure to issue proper credits when such unauthorized card usage had occurred. The suit resulted with a {$9.00} XXXX dollar fine to Citizens Bank, in XXXX, to satisfy findings of wrong-doing by the CFPB. My experience appears to contradict Citizens Banks general counsels claim that the issues " were self-identified and voluntarily addressed years ago.
In fact, Citizens Bank refused to acknowledge this credit card fraud even after it was provided to the Chairman 's Office on a silver platter. Specifically, XXXX XXXX, from the Chairman 's XXXX, can attest that she had considerable difficulty obtaining a response from a number of departments at the bank, apparently because no one at the bank wanted to take responsibility for these shameful actions of Citizens Bank, especially during a CFPB investigation.
Citizens Bank continually refused to follow their own written policy to deal with my claim of unauthorized credit card use. This occurred even as the bank was being investigated by the CFPB for mismanagement of customer credit card disputes and fraud claims. All through this arduous process, the banks actions seemed calculated to intentionally create obstacles. The bank silenced their own employees who identified this unauthorized credit card use as fraud. The bank stonewalled my inquiries and failed to provide written notice when Citizens Bank reversed its initial decision that fraud had occurred. Citizens Bank then doubled down by enlisting a notorious second collection agency, XXXX XXXX, to pursue me within FOUR DAYS of reading my letter of complaint regarding this unauthorized credit card use. In fact, XXXX XXXX initiated communication on a SUNDAY. This action has the hallmarks of retaliation. Note that XXXX XXXX XXXX XXXX XXXX XXXX, the first collection agency, had initiated efforts for the {$2400.00} debt, 42 days earlier.
Citizens Bank made no attempt to collect payment from the unauthorized user even though the bank 's own website stated that their policy was to do so. Per their policy, since the unauthorized user made charges and some payments after the date of death, the unauthorized user assumed responsibility. Citizens Bank had the name and address of the unauthorized user who made the unauthorized charges and refused to pay. Citizens Bank had proof that the unauthorized user had full knowledge that the card holder was deceased when he made the unauthorized charges months after her death.
Citizens Bank ignored their own written policy and assigned the unauthorized charges to XXXX XXXX estate. THESE UNAUTHORIZED CHARGES WERE INITIATED MORE THAN FOUR MONTHS AFTER HER DEATH! How can Citizens Bank be allowed to hold anyone responsible for charges initiated more than four months after their own death? Citizens Bank allowed the unauthorized user, who incurred the expenses, to walk away without making payment. Furthermore, the bank apparently made no attempt to collect from the unauthorized user and never assigned a collection agency to seek repayment from the unauthorized user. An outside agency needs to oversee a serious investigation into this unauthorized credit card use and why the bank 's written policy was not followed.
Please see the following letter dated XXXX XXXX, XXXX, from me to XXXX XXXX at Citizens Bank XXXX Office of the Chairman. The letter provides a brief summary and timeline of events regarding the unauthorized credit card use.
XXXX XXXX XXXX XXXX XXXX, NY XXXX XX/XX/XXXX Office of the Chairman Mail Stop : XXXX Citizens Fulfillment Services XXXX XXXX XXXX XXXX XXXX, PA XXXX Re : Citizens Bank Master Card Account No. XXXX XXXX XXXX XXXX Account Holder : XXXX XXXX, died XX/XX/XXXX Former Authorized User : XXXX XXXX XXXX ( XXXX ) I am following-up on my letter of XX/XX/XXXX, and emails of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, XXXX XXXXXXXX XXXX fraudulent use of XXXX XXXX Citizens Bank ( CB ) Master Card account.
Summary : Sole primary account holder died on XX/XX/XXXX. XXXX continued using the Card until making his last charge on XX/XX/XXXX. After the death of the sole primary account holder, XXXX made five payments totaling {$6200.00}. All charges incurred prior to the death of the sole primary account holder were paid in full. CB submitted charges, incurred four or more months after the death of sole primary account holder, to the estate of the sole primary account holder. An experienced disputes representative in CBs Fraud Department immediately identified this case as fraud on XX/XX/XXXX. He stated that fraud was committed because the former authorized user both used the credit card and paid some bills after the death of the sole primary account holder. This decision was improperly reversed by someone in CB. CB system notes were deleted and altered to support reversed decision. CB directed two collection agencies to pursue approximately {$2400.00} of fraudulent Card charges. First collection agency initiated written contact on XX/XX/XXXX. Second agency is notorious for their aggressive, predatory, and extra-legal recovery tactics. Second agencys first written notice was dated Sunday, XX/XX/XXXX, four days after CBs Office of the Chairman employee began making inquiries. This timing appears to be retaliatory. CBs Claims Department failed to provide a written response to the Office of the Chairman explaining any basis for reverse of fraud decision. A timeline follows.
Simplified Timeline of Activity Documenting Open and Shut Case of Fraud XXXX Sole primary account holder dies.
Note : Each authorized users privilege ends automatically upon the death of all of the primary cardmembers. '' per CB 's website.
XXXX Authorized User privileges automatically end for this card.
XXXX XXXX buys ten death certificates issued in the name of the sole primary account holder.
XXXX through XXXX XXXX continues using Card.
Note 1 : If any person uses the Card after the privilege ends, such use indicates his or her agreement to pay us, and we may, at our discretion, pursue the person for payment of any balance or charge resulting from his or her use of the Card. per CB 's website.
Note 2 : Credit card fraud is specifically defined in Chapter 638:5 of Title LXII of the Criminal Code of the State of New Hampshire ( NH ). Under this section, anyone who fraudulently uses a credit card to receive payments or any other kind of benefit in spite of his knowledge that the credit card was stolen, revoked or cancelled, and that he is not authorized to use that person 's payment device, commits credit card fraud. XXXX is a XXXX resident.
XXXX through XXXX XXXX continues making regular payments on : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX makes last monthly payment on Card XXXX XXXX makes last charge on Card XXXX XXXX files fraud claim for {$68.00} XXXX First CB correspondence ( email ) to estate executor, regarding fraudulent charges unpaid by XXXX.
Note : No correspondence concerning this account/Card had previously been sent to estate executor prior to this date. Estate executor did not previously have Card account number.
XXXX XXXXXXXX XXXX XXXXXXXXXXXX XXXX XXXX debt collectors , mails first notice to The Estate of XXXX XXXX XXXX XXXX XXXX XXXX XXXX mails second collection notice XXXX CB employee XXXX XXXX, of Fraud Dept, disputes representative, identifies case as fraud and spells out how it should be resolved within two weeks. Initiates process by entering orders into CB computer system.
Note : Fraud was committed because the former authorized user both used the credit card and paid some bills after the death of the sole primary account holder.
XXXX and XXXX Follow-up calls reveal CB has deleted XXXX notes in CBs system. CB employees seem cowed and are reluctant to suggest a future path to resolution or are unable to help. CBs Claims Group has reversed the decision of fraud made by experienced disputes rep XXXX, and are now asserting that the Card charges were made by an authorized user. It was further asserted that CB reached out to estate executor to advise of this reversed decision.
Note : No CB employee reached out to me to advise or explain reverse of decision from fraud to " authorized user. '' XXXX Police report filed in XXXX XXXX, NY XXXX Sent certified letter detailing fraud issues to CB Office of the Chairman XXXX XXXX XXXX XXXX in CBs Office of the Chairman, begins work on case.
Note : She received my letter of XX/XX/XXXX referencing Police Report.
XXXX Second collection agency engaged. XXXX XXXX mails first collection notice to XXXX XXXX, dated Sunday, XX/XX/XXXX.
Note : Four days after XXXX XXXX begins work on case, a second notorious collection agency sends out a notice dated on a SUNDAY. Agency skipped step of researching proper estate designation.
XXXX XXXX XXXX says still waiting for Claims Department to answer her inquiry Note : XXXX email suggested possible reasons for reversing the designation of fraud made on XX/XX/XXXX. The Claims Group avoided responding to prevent further documentation that their false assertions are contradicted by CBs own published service agreement shown on CBs website.
XXXX XXXX XXXX emails Descendent Processing Group to pursue inquiry as no response is forthcoming from CBs Claims Department.
Actions listed above only reinforce my suspicions that some CB employees are using the time, since my written inquiry of XX/XX/XXXX was received, to further suppress documentation in order to deny my fraud claim. The result of CBs lack of policy, or policy failure, has been misdirected, ongoing harassment, that is now bordering on malicious persecution. The timing of these actions appears more retaliatory than coincidental. These combined actions give strong consideration to the theory that this is about far more than a fraudulent {$2400.00} debt. Perhaps CB has a systemic problem and this is just the tip of the iceberg, requiring investigation by experts outside CBs influence.
Sincerely, XXXX XXXX Executor of Estate of XXXX XXXX XXXX : XXXX XXXX, Citizens Bank Branch Manager-XXXX
|
| 08/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
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Summary of issue: Franklin American wrongfully paid XXXX XXXX XXXX, a company that I do not have an account with, for home insurance over a month after we closed on our home when I already purchased and paid for home insurance with XXXX on the closing date. I was not made aware of this until I received a letter stating I needed to request a refund from my prior insurance carrier in XX/XX/XXXX. Confused, I called Franklin American and learned that my net escrow balance was extremely low ($XXXX) and my mortgage payments were increasing from $XXXX to $XXXX. Upon further investigation, I learned that Franklin American negligently paid XXXX XXXX $XXXX on XX/XX/XXXX for home insurance XXXX- XXXX (we bought our home on XX/XX/XXXX). This was negligent because I paid the XXXX XXXX XXXX premium when we closed on our house on XX/XX/XXXX. We have NEVER had an account with XXXX XXXX XXXX, but Franklin American paid them $XXXX and cannot explain how this happened. They have asked that I request a refund from XXXX on multiple occasions, but because I have never had an account with this company there is absolutely no information in their system to be able to take part in this process. The company has been “investigating” for nearly 2 months now, and my mortgage payments are set to increase dramatically in XX/XX/XXXX. I have requested they send certain documentation to XXXX to resolve this issue and for supervisors to call me back, but the company has been negligent on multiple occasions (outlined in greater detail below) and this has forced me to take many hours out of my day to try to resolve this issue before my mortgage dramatically increases (in error) in XX/XX/XXXX. To this date, there is still no resolve of this issue.Below are dates and Notes of Correspondence from all contact with Franklin American:XX/XX/XXXXAfter receiving several notices for payment from XXXX XXXX XXXX (our home insurance company, which is the only home insurance company we have used for our home since purchasing it on XX/XX/XXXX), I emailed Franklin American to ensure they would make this payment by its due date. On XX/XX/XXXX, I received an email that it would be paid by the due date of XX/XX/XXXX. However, it was not paid until XX/XX/XXXX. XX/XX/XXXXI received a letter in the mail from Franklin American stating I needed to request a refund from my prior insurance carrier in order to prevent a shortage in my escrow account. I did not receive this letter until XX/XX/XXXX because I was away on my honeymoon. XX/XX/XXXXI spoke with XXXX from Franklin American, who said Franklin American had to put a lenders place policy into effect because the broker at closing “probably didn’t send over the XXXX XXXX policy information.” XXXX said that Franklin American opens their lenders place policies with a company called XXXX, and told me my policy number was XXXX********. I asked why I never received anything in the mail from them about this, and he said he wasn’t sure. He told me to send my XXXX XX/XX/XXXX-XX/XX/XXXX policy information over to keep with my records, and recommended I file a refund with XXXX XXXX to have this money put back into my escrow account. XX/XX/XXXXI faxed Franklin American my XXXX XX/XX/XXXX- XX/XX/XXXX coverage information, along with the letter from Franklin American dated XX/XX/XXXX stating I needed to request a refund. XX/XX/XXXXI spoke with XXXX from Franklin American to confirm that Franklin American received my fax and were processing the refund. She eventually transferred me to her supervisor, XXXX. I was informed that I never had an account with XXXX, nor a lenders place policy. On XX/XX/XXXX, Franklin American paid $XXXX to XXXX XXXX, policy #XXXX********. I was told I needed to ask XXXX for a refund. I never had an XXXX home insurance account, and this policy number is not connected to anyone in the XXXX XXXX system. Therefore, it was not possible to request a refund. I was also told that the increase of $XXXX in monthly payments was due to increased taxes and insurance, which is not the case. XX/XX/XXXXMy independent insurance agent contacted Franklin American after I shared news of my prior phone call and spoke with XXXX (ID #XXXX). Her notes are as follows:Spoke with XXXX @ Franklin Mortgage ID #XXXX- they advised the insured that her escrow is low and that her mortgage payment is going to go up due to payment they sent to XXXX in the amount of $XXXX on XX/XX/XXXX. Advised XXXX that ht e insured was never with XXXX for her new home located at ***********. I asked for a copy of the cashed cancelled check. XXXX researched this and come to find out that check was never cashed. Confirmed also with XXXX that the insured did have an active policy with XXXX with no lapse in coverage from XX/XX/XXXX and XX/XX/XXXX and continuous coverage effective XX/XX/XXXX and current effective today. Also the insured sent them proof of coverage on XX/XX/XXXX for the XX/XX/XXXX and XX/XX/XXXX policy term. Franklin Mortgage Tele #XXXX loan #********.XX/XX/XXXXSent email to Franklin American, Reference # ********:Hello, I was supposed to receive a credit to my escrow for $XXXX for an insurance policy that did not exist with XXXX that I was billed for. The check was never cashed and I already had an insurance policy with XXXX that has never lapsed since buying this home in XX/XX/XXXX. My agent was advised by XXXX #XXXX that this would be credited to my account by today but I do not see this has transpired and would like to inquire. Thank you.XX/XX/XXXXReceived email from Franklin American, Reference # ********:Loan Number ******* Dear Borrower, Thank you for your recent inquiry regarding your mortgage loan. Please be advised the check can not be stopped as we confirmed XXXX XXXX XXXX has cashed the funds on XX/XX/XXXX. Please contact a representative at (XXXX) XXXX XXXX to request the funds be refunded directly to you...XX/XX/XXXX (XXXX XXXX)I spoke with XXXX, ID #XXXX (extension XXXX***) to follow up to the email I received.XXXX said there was no way to know if XXXX cashed the check because Franklin American sends bulk payments to XXXX. I asked to speak with her supervisor. She said her supervisor would call me back either today (XX/XX/XXXX) or the next day at the latest. I never received a return phone call. XX/XX/XXXXMy independent insurance agent contacted Franklin American and spoke with XXXX XXXX. Her notes are as follows:The insured received email from Franklin Mortgage re: the $XXXX was sent to XXXX and was cashed on XXXX. Franklin mortgage stated that she needs to request a refund from XXXX....Spoke with XXXX Customer Service XXXX XXXX - she researched the payment and found that the money was applied to another insured....She stated that the insured needs to contact Franklin Mortgage and they need to send something on their letter head to XXXX stating that the payment was not intended for that insured and that it was their mistake and the payment was intended for ****....the payment of $XXXX was sent to the wrong Company it should have been XXXX.XXXX XXXX XXXXMy independent insurance agent contacted Franklin American and spoke with XXXX. Her notes are as follows:SPOKE WITH XXXX @ FRANKLIN MORTGAGE REQUESTING THAT THEY SEND A LETTER TO XXXX ON THEIR LETTER HEAD INDICATING THAT THIS WAS THEIR ERROR AND THE MONEY THAT WAS CASHED BY XXXX ON XX/XX/XXXX IN THE AMOUNT OF $XXXX WAS NOT INTENDED FOR THE POLICY THAT IT WAS APPLIED TO....XXXX STATED THEY WILL SEND A LETTER OVERNIGHT TO XXXX WITHIN 24 HOURS. THEY DO NOT PUT INSURED’S NAMES ON BULK CHECKS THEY ONLY LIST POLICY #’S.XX/XX/XXXXMy independent insurance agent contacted Franklin American and spoke with XXXX.. Her notes are as follows:Spoke with XXXX @ Franklin Mortgage re: XXXX has not received the letter they were suppose to overnight on XX/XX/XXXX per XXXX she does see that there is open research on this....she stated she cannot get into account details with me, she could only discuss the insurance end of it and advised me to have the insured call them. She could not confirm with me whether or not the letter was sent. She kept mentioning double payments I told her there were no double payments your Company (Franklin Mortgage) made a mistake and it needs to be resolved.XX/XX/XXXXI spoke with XXXX. She said no letter was drafted or sent, but that that they did call XXXX since Tuesday and found out XXXX refunded the $XXXX in XX/XX/XXXX. She asked if I remember getting a check in the mail, to which I asked how that would have happened if I didn’t have an account with them. She said Franklin American probably gave XXXX my information to send me the check, which I said is a violation of my privacy because they shouldn’t be giving my information out to companies I don’t have business with, ESPECIALLY not to send large checks of money I know nothing about. She couldn’t tell me if the check was sent to my house for sure. Her resolve going forward was to recommend we ask XXXX to send me another refund check so I could then deposit it into my account. I asked why this should fall on me when Franklin American is responsible for this error in sending $XXXX to an insurance company I have never had an account with. She told me Franklin American didn’t necessarily make a mistake but it may look that way according to the notes. I asked to speak to a supervisor. XX/XX/XXXXI spoke with XXXX, supervisor. Extension XXXX*****. He sent an email to insurance department to open up line of communication and ask that insurance money be refunded to escrow (which is what we’ve been asking for for over a month now). I said a call was placed on Tuesday asking for a letter to XXXX on Franklin letterhead stating their error and asking for a refund. XXXX did not see any information on letter sent out either. He sent an email to Franklin American’s insurance department about letter that needs to be sent to XXXX so we could put the refund directly back into my escrow account. I don’t know why Franklin can’t just cover that money until it is returned so my payments won’t go up by $XXXX each month until it is resolved but I was so annoyed at this point I didn’t think to ask. He said if I wanted to just pay what we usually pay while this is being investigated, Franklin can apply “manual payments” for a lesser amount until they finish research but I would need to call about this and ask them to refer to notes in system from Friday (XXXX states this is okay in the notes). Will also waive the $XXXX phone payment fee (noted in the notes). More work for us. They’ll probably screw that up too. I said I would follow up later this week to see if anything has transpired.
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| 01/29/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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Timeline of Events : Tuesday, XX/XX/XXXX Account Opened & Funded ( see documents ) Wednesday, XX/XX/XXXX XXXX confirmed with me I had opened the accounts and sent and cleared the funds ; logged into Citizens Bank Online Platform with no issues. Balance showed {$0.00} with nothing pending.
Thursday, XX/XX/XXXX Date accounts closed by Fraud Operations per letter received on XX/XX/XXXX. No phone number given for Fraud Operations. No reason given for closure. Not one person called or emailed to ask me for any additional information about why I opened the accounts or to confirm they were legitimate.
Friday, XX/XX/XXXX Online Platform access denied. Worked with XXXX XXXX at XXXX XXXX Branch ; she said there was no info of why it closed. She also allegedly emailed back office to ask that they do not close it and just unfreeze the account so the money could be received. She also said if they didnt do that, that the money would be sent back and she logged a complaint and said someone would get back to me in 24-72 hours with what Citizens was doing to rectify this I asked specifically for the incentive money to be paid because of this egregious error in closing brand new accounts. As of XX/XX/XXXX, not one person from Citizens has called me. Additionally, XXXX did not answer my email asking for an in person meeting. Essentially washed her hands of helping me.
Monday. XX/XX/XXXX XXXX Day not a business day Tuesday, XX/XX/XXXX money still not received by my sending bank. Called again. Spoke to XXXX. XXXX said the money was sent back electronically and would be in my sending bank no later than 3 days, by Thursday XX/XX/XXXX Thursday, XX/XX/XXXX money not received back. Six full business days since opening.
Friday, XX/XX/XXXX money still not returned. Called again, XXXX. Customer Service logged a complaint XXXX and said someone would reach out to me in 24 hours. Again, not one person has reached out to me. Customer Service also told me there was nothing they could do and to call account fulfillment which did not open until XXXX. This was incorrect. Fulfillment first does not open until XXXX. Additionally, I called fulfillment and they could only see that the account was applied for and opened. Directed me back to customer service.
Spoke to XXXX he transferred me to XXXX, a specialist, at XXXX. XXXX found that the funds were not sent back until the XXXX so the funds should be back on Monday, XX/XX/XXXX at the latest. Said that I need to involve my sending back to file a complaint with the intermediary XXXX who handled the transaction. A week plus after opening, not one person could tell me why this had occurred or definitively where my money was. I reached out immediately to my advisors at XXXX who contacted the XXXX XXXX Home Office. They saw no incoming transfers whatsoever.
Monday, XX/XX/XXXX Money still not received. Called Citizens again with my financial advisor, XXXX XXXX. Spoke to XXXX. XXXX again confirmed the funds were sent back on the XXXX and provided tracing numbers ( below ). Also said it could take up to 5 business days with XX/XX/XXXX being the first day. So, Tuesday, XX/XX/XXXX would be 5 business days.
TRACE NUMBER : XXXX - {$17000.00}. XX/XX/XXXX XXXX XXXX ACH PAYMENT ( Savings Account Deposit ) account frozen / ret per XXXX Company ID XXXX TRACE NUMBER : XXXX - {$500.00}. XX/XX/XXXX XXXX XXXX ACH PAYMENT ( Checking Account Deposit ) account frozen / ret per XXXX Company ID XXXX Tuesday, XX/XX/XXXX Money still not received. Called again. This time spoke to XXXX. XXXX again confirmed XX/XX/XXXX as the date the money was sent back. He reconfirmed the trace number and sent an email to back office. He stated they would reach out to me no later than Thursday. Still no one has reached out to me.
Getting nowhere with Citizens, I called XXXX, the intermediary XXXX said was handling the electronic transfers. They said they do not handle these issues and sent me back to Citizens.
XXXX Called again as my sending bank was still not seeing any transfers incoming. Spoke to XXXX XXXX, supervisor. XXXX saw something entirely different than XXXX, XXXX, and XXXX. XXXX confirmed the trace numbers and was able to provide the company ID the transfer was sent to but only saw the {$500.00} as sent back ( company ID : XXXX ). As of XX/XX/XXXX, the {$500.00} is still not back in my bank.
This is 6 business days since it was allegedly sent back.
XXXX also found that the bulk of the money, {$17000.00}, was NEVER sent back by Citizens to my sending bank even though multiple previous reps claimed it was. She saw that the account is still under review, even though I received a letter it was closed. I still have yet to have a single person reach out to me about why it was closed or ask for more information. She then escalated my issue to the Office of the Chairman, who has no direct phone number to speak to. The Case Number is XXXX. I specifically instructed that if I do not hear from someone by XX/XX/XXXX at noon, I would be informing the media about this and the fraud that is being perpetuated at Citizens as well as having my lawyer sue. As of this writing, no one has called. It is XXXX on Wednesday, XX/XX/XXXX. I have already reached out to me in the media and my lawyer has been briefed on the situation. If this is not resolved and my money returned back to me by end of day on XX/XX/XXXX, I will also be submitting a complaint to the XXXX XXXX.
Wednesday, XX/XX/XXXX XXXXXXXX XXXX still hearing nothing from Citizens, I scheduled a meeting with XXXX at the XXXX XXXX Branch for Thursday, XX/XX/XXXX at XXXX. This was the branch I was told to go to in the letter from Fraud Operations dated XX/XX/XXXX.
Thursday, XX/XX/XXXX XXXX XXXX met with XXXX XXXX ( NMLS ID # XXXX ) at XXXX XXXX Branch in XXXX, DE. XXXX said there was nothing she could do or see. We involved her manager, XXXX XXXX ( NMLS ID # XXXX ), who called the back office. They claimed the money was never received and sent back on XX/XX/XXXX as XXXX, XXXX, and XXXX had claimed previously. At this point, I again involved my financial advisor, XXXX XXXX, as well as XXXX XXXX, both with XXXX, and we all spoke to XXXX.
XXXX reached out to XXXX XXXX in the Office of the Chairman who was allegedly assigned to my case. She reached out via email as Ms. XXXX did not return her call. Fraud Operations who originally sent the letter stating the account was closed also did not return the call in the time I was there.
At approximately XXXX, I left Citizens Bank with the knowledge that my XXXX team would take the tracing numbers to their back office to find where this money was stuck and be getting back to me between XXXX and XXXX. XXXX XXXX said this was all she would be doing if she called XXXX and they had done all they could. She also advised me to feel free to take any actions I felt I should essentially saying to sue and see how well that worked out for me. Citizens repeatedly has tried to wash their hands of the entire situation and pass the buck even though they ran the promo, initiated the withdrawal from XXXX, took my money, and then prematurely shut down the accounts.
XXXX XXXX : finally received an email from XXXX XXXX from the Office of the Chairman at Citizens Bank. Her email stated essentially nothing beyond that she was looking into it and would get back to me in 24-48 hours. At this point, the situation had been escalating for 11 days. The Case number she provided was # XXXX a completely different number than I was given on XX/XX/XXXX by XXXX XXXX. I replied to XXXX I needed an answer today as I was just told XXXX XXXX was assigned to this case and it was a different case number.
XXXXXXXX XXXX : Ms. XXXX called me to inform me she had researched and escalated my case to XXXX XXXX. I inquired what her research found. She gave me no explanation beyond that she had escalated it she passed the buck as Citizens has been doing since day one. Next she referenced that the case she was assigned to was put in on XX/XX/XXXX ; SEVEN FULL BUSINESS DAYS PRIOR. When I spoke to XXXX on that date, he said he was submitting a complaint but I was not given a case number. At the time he said someone would be getting back to me in 24-48 hours but he was certain the money would be back in my sending account by then. To date, it is still not in my account. FOR AN ENTIRE WEEK, Citizens Office of the Chairman did absolutely nothing. It took a second case being opened and several more calls and emails from me to even get a call from them.
Friday, XX/XX/XXXX XXXX : received email from XXXX that nothing had been returned yet. They were working through additional research.
Approximately XXXX XXXX : Called citizens again after receiving information from XXXX that they still saw nothing. Spoke to XXXX XXXX ; she saw a note on the account staying MIL. Did not know what that was. Connected me to her supervisor, XXXX XXXX. XXXX saw a note on the account stating account froze / ret per XXXX. She did not know what this meant ; upon personal investigation, I found XXXX is XXXX XXXX XXXX XXXX control. This was a domestic transfer. I also XXXX that the return code would be ACH Return Code R16. She confirmed the trace number again for me and the company ID for both transactions. I also asked XXXX to reach out to XXXX XXXX, who I had also emailed, and had still not heard from.
XXXX XXXX : XXXX XXXX from XXXX called me back informing me that XXXX had concluded their research and discovered that the routing number Citizens bank returned the funds to is associated with XXXX XXXX XXXXXXXX ; a bank where I do not have a checking or savings account. We established at this time that the error and responsibility is on Citizens Bank. Still did not hear from XXXX XXXX XXXXXXXX XXXX : speaking to a XXXX with Citizens customer service to relay this new information. XXXX was extremely difficult and would not provide her last name or NMLS number. XXXX XXXX from the Office of the Chairman has still not called me after multiple email attempts to her and repeated requests to hear back. XXXX put me on with her supervisor, XXXX. I provided XXXX with the information that XXXX found and said that Citizens needs to find my money and give me a date when it will be returned as well as how by XXXX. XXXX emailed XXXX XXXX and this time finally heard back that Ms. XXXX was researching the case and would call me by XXXX Friday, XX/XX/XXXX. I informed XXXX that I could not be available from XXXX XXXX but otherwise would be directly by my phone waiting to hear from her with a resolution and the information about when my funds would be returned.
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| 10/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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To Whom It XXXX Concern : Sorry for this being pretty long but I feel like a timeline will help explain our situation.
I applied for a refinance and mortgage with my husband on XXXX XXXX, XXXX, with XXXX Bank. We started the loan process online and we were automatically assigned to a loan XXXX. He was located in Rhode Island so I am not sure why we were assigned to him although at the time it didn't raise any red flags as we were unaware of where his location was and his assistant was from Texas. We locked in our rate of 5.875 % until XX/XX/XXXX and decided to move forward. This was our first time doing a refinance and our loan XXXX XXXX XXXX was no help at all. We explained at the beginning of this process that we were looking to get out of our high-interest payments with our private lender and that we were looking to pull XXXX from our home equity to install heating/cooling in our home as we have rehabbed most of it and only had some cosmetic items left. We also paid in full for our appraisal after this conversation as that was the only way to move forward.
( All dates are when XXXX Bank letters were postmarked, keep in mind we received the mail a little bit behind these postmark dates ) We had little communication during the entire process and when we did talk it was like he didn't know what we talked about prior, or he asked for paperwork we already sent in multiple times and there were numerous times when he would not respond to emails or questions but instead ask for the same paperwork. This happened numerous times throughout the process with not only us but our lender sending things 3 times to not only XXXX but his assistant.
On XXXX XXXX, XXXX ( Postmarked ) We are sent paperwork with a punch list from XXXX asking for more paperwork to move forward. We sent it in within XXXX via email. They also wanted to see XXXX reserves of payments in our bank account. I told them we got paid the following week and could send it in then.
On XXXX XXXX, XXXX ( Postmarked ) we were put into an Adjustable rate mortgage without our consent.
On XXXX XXXX we had our appraisal. We never had XXXX before and we were in the middle of some projects, updating the countertops to cement which were being poured in place and had the forms already set, the sink was laying in front of them. Updating the lighting upstairs to LED recessed lights and updating the master bath sink to match the XXXX bath. We also had the floors refinished but they were done at the time of appraisal. We didn't know at the time that some of these things could not be counted as part of the appraisal until they were done. The XXXX told us about " subject to completion '' which we had no idea about.
XX/XX/XXXX - Called XXXX about the " Subject to '' with no answer.
XXXX XXXX We finally get a call from XXXX after XXXX his assistant to please have him call us because our emails and calls were going unanswered. He stated he was in the hospital and that is why he was not responding but that emails were the easiest way to contact him and get a response. He said he will fix the ARM we were put into and told us our file had gotten mixed up with someone else 's while he was in the hospital. I ask about the Subject To XXXX. He stated we could reorder if work could be done that week, I told him I would talk to the countertop guys and get back to him.
We also send in our XXXX tax return the same day it was asked of us via email.
XXXX, XXXX I emailed XXXX and told him because of dry time on the countertops the sink couldn't be installed but the following week could work as per our conversation on the phone. I also at this time asked what the XXXX was because we wanted to figure out our best plan of action. No response.
XXXX XXXX, XXXX ( Postmark date ) - We received our appraisal copy in the mail. We are in the 60 % XXXX range and we appraised higher than expected. Our loan XXXX never says anything about the numbers or brings up the appraisal in any conversation.
On XXXX XXXX ( XXXX ) we were now put into a new interest rate of 6 % with added points without our consent even though we were locked in.
We also send in our XXXX reserves as requested back on XX/XX/XXXX.
XX/XX/XXXX, XXXX I emailed XXXX XXXX the rate change with points - at XXXX XXXX calls XXXX XXXX. ( XXXX Call ) Doesn't say anything about the new rate, Stated to make this work we need to pay off all debt. Can't give a definitive number just says all debt including the car. I'm taken back and don't think to ask about the rate change as this is the first mention of this. He says not to worry about the debt yet and to just send in the paperwork for reserves, I already have done this but say I will XXXX that over to him right away again.
XXXX XXXX- I call a different loan XXXX from Citizens Bank and ask about XXXX XXXX and XXXX and ask them for the status of my loan. They don't know why my rate has changed. As of XXXX, my loan is in underwriting and looks good. I am told we are going to close soon and to call my loan XXXX about the rate change. I also ask for the supervisor 's numbers. He gives me XXXX Higher up - XXXX XXXX and an email for XXXX 's higher - XXXX XXXX.
I call XXXX at XXXX pm and he doesn't answer. I leave a voice mail that asks him to call me so we can go over this debt item and also ask about my rate change with points saying I need to talk to him about it.
I also resend and cc both XXXX and his assistant on our XXXX reserves again.
XXXX XXXX - XXXX received an email about new disclosures. I figured it was them changing the rates. I log in and see a denial/termination due to DTI and XXXX.
I write an email to XXXX XXXX asking for him to call me so I can talk to him about XXXX and maybe get some clarity as to what happened.
XXXX, XXXX - I write an email to XXXX XXXX from citizens Bank who is in charge of XXXX XXXX asking for clarity because I still haven't heard from our loan XXXX. XXXX emails me back and says he has hours free the next morning or afternoon. We set up an afternoon call.
Also, our private lender is now getting text messages from the title company telling her she is slowing down the process and needs to send them paperwork to close.
XX/XX/XXXX, XXXX I received a call at XXXX. I touch briefly on what happened before XXXX tells me he has another call at XXXX pm... He says it looks like the XXXX was an issue and when I asked about why we are a month and a half in and you guys had me send in XXXX worth of reserves why after that were we not denied then? I also stated that we talked to someone else in the company that said 50 % XXXX is the highest they could go but we were at a 44 % and had wiggle room. He stated it looks like our loan was denied because of how long it was open.
I also asked him to go over the collateral denial with me if he could. He stated the house was unlivable ( the first time we are hearing this even though we live here... I'm guessing because of the heat/air which is getting installed now? ) And when I asked bout the subject to completion.. he said they normally wouldn't do that on this type of property I told him all work was completed ( besides heat and air which was talked about before even moving forward with a loan ) and that this is a total conflict from what our loan XXXX told us. I also didn't understand why almost a month after our appraisal we are just hearing this and why they would have ordered the appraisal and waited to so long after. XXXX says he needs to talk to XXXX and he will get back to me in a few days. He also says he is going to refund my appraisal fee that day.
I have not received a refund for our appraisal.
We never received any paperwork stating that we needed to pay off debt or what amount was needed to move forward.
We never received in the mail a termination letter.
We still have not heard back from either, XXXX or XXXX XXXX never contacted us.
We would like answers as to what happened because to us, it looks like as soon as I asked about our rate change we were denied. This happened during the surge of rates hitting 7.0 % plus. We also would like to know why we were not even given a chance to pay off debt after they stated that we could or why they stopped working with us as soon as I asked that question. We would also like clarity as to why we were denied due to XXXX but were asked for XXXX reserves that were met, so it seemed like they were working with us as long as we could meet the loan requirements. We would also like to know why we were not given the subject to that was indeed brought up by our loan XXXX and talked about by our loan XXXX.
Our first conversation with XXXX XXXX during our loan application was XXXX long. After that, we have only had XXXX calls from XXXX XXXX the longest conversation being XXXX and XXXX hardly enough time to talk about anything or answer any questions. Every conversation was very rushed and was always thrown off course from questions by needing something else..such as all debt paid off without a number being able to be given.
We also would like to know why no one can get back to us or set things straight. It is hard enough to find out whom to talk to because none of that information is made public on websites or online. Why did I have to call another loan XXXX to get said info?
Why did all mail paperwork stop, if they needed more information from us why did we not receive it in the mail as well as we did before? And why can't we get the total number of the debt we need to pay off? Where is this set-in-stone number and what would that make our XXXX ratio? What XXXX ratio are they looking for from us?
Why was our rate changed when it was locked in? I would like answers to this as it happened 2 times during our process.
We have a ton of unanswered questions and conflicting information from our loan XXXX whom we haven't even talked to since XX/XX/XXXX. and XXXX XXXX whom we haven't spoken with since XXXX.
I'm not sure if this is the right place but we could use some help getting some clarity from all of this. This has been a horrible experience and it has been drawn out and has cost us our rate locks at the same rate with other banks. Is there anything we can do from here? Why were we not able to try and get things resolved before denial?
We can also provide all documents and correspondence if needed.
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| 08/03/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Credit monitoring or identity theft protection services
- Received unwanted marketing or advertising
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Web |
Servicemember |
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On Saturday, XX/XX/XXXX my daughter, husband and I visited the XXXX XXXX of XXXX, XXXX XXXX XXXX My daughter had visited XXXX XXXX of XXXX, XXXX XXXX XXXX on Friday, XX/XX/XXXX she worked with salesperson name " XXXX ''. When I met salesperson " XXXX '' Saturday, XX/XX/XXXX I was very clear with what I wanted ( a used American vehicle ; nothing but American made ) ; how much I planed to spend ( no more than {$14.00}, XXXX {$17000.00} the max ) ; how much I wanted the monthly note ( $ XXXX {$350.00} ) the max. When my daughter called me on Friday, XX/XX/XXXX for a loan down payment of {$3000.00} I was very clear than on the phone and my position did not change by Saturday, XX/XX/XXXX in person. I told XXXX I was putting {$3000.00} down nothing more. We went on the lot where the used cars where kept, we walked around and found XXXX XXXX XXXXXXXX XXXX XXXX, XXXX miles VIN # : XXXX ; Stock # : XXXX ; Price {$17000.00} I tested drove the vehicle. When my daughter, husband and I returned to the lot we sat down with XXXX answer the questions and gave him information that was required for purchasing a vehicle. XXXX kept going in a office and returning to us with an increase of monthly payment ( before we went outside on the lot he said my daughter could get any car on the lot with {$3000.00} down ). I had told XXXX when I enter that I did not have a whole lot of time to spend in the office and don't play games trying to get the car note above the amount I said I was spending. We spent four ( 4 ) hours in that dealership waiting on the bank to approve the loan. I had a XXXX meeting which I told XXXX earlier in my visit I became irritated because XXXX leave for 45 minutes or more and returned with some ridiculous price and go back in the office, I could see him enter and exiting this office. What caused me to cancel the whole deal is when XXXX sent the used cars manager tall dark skin man who sat down in front of us and asked if my daughter could pay {$490.00} dollars a month. I yelled, " NO ''! Didn't I tell you no more than {$350.00}? I told XXXX I wanted the payment at least $ 290 monthly. I was so frustrated and angry because XXXX wasted my time when I told him not to waste my time, I had to make calls for someone else to chair my meeting. I failed to get the used car manager name because of my anger and I told him ( used car manager ) CANCEL THE WHOLE DEAL! I DO NOT WANT ANY VEHICLE FROM HERE. CANCEL THE WHOLE DEAL! I told my husband to give me the keys I was not sitting in there looking at him ( meaning the used car manager ) if they want to look at him they could continue to sit!!! My husband and daughter slowing peeled their behinds from the chairs I guess from the embarrassment from all the yelling I was doing, we left the property. I received a phone called from XXXX on Wednesday, XX/XX/XXXX we did our salutations XXXX said he was checking if we had found anything? I replied, " Yes, I'm riding in it right now. '' XXXX asked what did she ( my daughter ) find I told him other small talked was said and we disconnect. My daughter and I went to my credit union with the paperwork from another dealership we went to on Sunday, XX/XX/XXXX in Virginia and the vehicle we actually purchased was less miles and cheaper we was in the office for two and a half ( 2.5 ) hours, my credit union sent a check to the Virginia car dealership and now we make payment thru my credit union. Allowed me to add that XXXX XXXX of XXXX, XXXX XXXX XXXXXXXX cars are over priced and the saleperson 's XXXX and the used car manager are crooks, liars and theives. Since my visit with XXXX XXXX of XXXX, Maryland XXXX dealers my daughter and I has been receiving denial letters from different banks. This XXXX letter is nothing but FRUAD! I NEVER SHOP FOR ANY VEHICLE ON XXXX XXXX of XXXX, XXXX XXXX XXXX LOT FOR {$26000.00}. We never looked at any vehicle at that price range. Plus I TOLD XXXX XXXX of XXXX, XXXX XXXX XXXX to CANCEL ALL DEALS! I said, " CANCEL ALL DEALS! '' more than three ( 3 ) or four ( 4 ) times on Saturday, XX/XX/XXXX. When I spoke with XXXX on Wednesday, XX/XX/XXXX I told him why I CANCEL ALL DEALS. Even when we disconnect on the phone on Wednesday, XX/XX/XXXX XXXX was very aware that I CANCEL ALL DEALS! He was not happy because I told him that he wasted my time and his, I also said, to XXXX he could have heard cow bells if he wasn't trying to be greedy. Cow bells is what they shack when a vehicle get sold. I heard cow bells maybe twice while wasting my time. Once I began receiving the denial letters I called the bank on one of the letters and I was told to called the dealership and explained what I just said on this compliant and the dealership can contact the bank that's the only way to correct my credit score. I have worked really hard trying to clean my credit and I am not going to allowed XXXX XXXX of XXXX, XXXX XXXX XXXX to purposely with intent damage my credit because I did not purchase a vehicle with XXXX the salesperson. I spoke with On Saturday, XX/XX/XXXX my daughter, husband and I visited the XXXX XXXX of XXXX, XXXX XXXX XXXX My daughter had visited XXXX XXXX of XXXXXXXX XXXX XXXX XXXX on Friday, XX/XX/XXXX she worked with salesperson name " XXXX ''. When I met salesperson " XXXX '' Saturday, XX/XX/XXXX I was very clear with what I wanted ( a used American vehicle ; nothing but American made ) ; how much I planed to spend ( no more than {$14.00}, XXXX {$17000.00} the max ) ; how much I wanted the monthly note ( $ XXXX {$350.00} ) the max. When my daughter called me on Friday, XX/XX/XXXX for a loan down payment of {$3000.00} I was very clear than on the phone and my position did not change by Saturday, XX/XX/XXXX in person. I told XXXX I was putting {$3000.00} down nothing more. We went on the lot where the used cars where kept, we walked around and found XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX miles VIN # : XXXX ; Stock # : XXXX ; Price {$17000.00} I tested drove the vehicle. When my daughter, husband and I returned to the lot we sat down with XXXX answer the questions and gave him information that was required for purchasing a vehicle. XXXX kept going in a office and returning to us with an increase of monthly payment ( before we went outside on the lot he said my daughter could get any car on the lot with {$3000.00} down ). I had told XXXX when I enter that I did not have a whole lot of time to spend in the office and don't play games trying to get the car note above the amount I said I was spending. We spent four ( 4 ) hours in that dealership waiting on the bank to approve the loan. I had a XXXX meeting which I told XXXX earlier in my visit I became irritated because XXXX leave for 45 minutes or more and returned with some ridiculous price and go back in the office, I could see him enter and exiting this office. What caused me to cancel the whole deal is when XXXX sent the used cars manager tall dark skin man who sat down in front of us and asked if my daughter could pay {$490.00} dollars a month. I yelled, " NO ''! Didn't I tell you no more than {$350.00}? I told XXXX I wanted the payment at least $ 290 monthly. I was so frustrated and angry because XXXX wasted my time when I told him not to waste my time, I had to make calls for someone else to chair my meeting. I failed to get the used car manager name because of my anger and I told him ( used car manager ) CANCEL THE WHOLE DEAL! I DO NOT WANT ANY VEHICLE FROM HERE. CANCEL THE WHOLE DEAL! I told my husband to give me the keys I was not sitting in there looking at him ( meaning the used car manager ) if they want to look at him they could continue to sit!!! My husband and daughter slowing peeled their behinds from the chairs I guess from the embarrassment from all the yelling I was doing, we left the property. I received a phone called from XXXX on Wednesday, XX/XX/XXXX we did our salutations XXXX said he was checking if we had found anything? I replied, " Yes, I'm riding in it right now. '' XXXX asked what did she ( my daughter ) find I told him other small talked was said and we disconnect. My daughter and I went to my credit union with the paperwork from another dealership we went to on Sunday, XX/XX/XXXX in Virginia and the vehicle we actually purchased was less miles and cheaper we was in the office for two and a half ( 2.5 ) hours, my credit union sent a check to the Virginia car dealership and now we make payment thru my credit union. Allowed me to add that XXXX XXXX of XXXX, XXXX XXXXXXXX XXXX cars are over priced and the saleperson 's XXXX and the used car manager are crooks, liars and theives. Since my visit with XXXX XXXX of XXXXXXXX XXXX XXXX XXXX my daughter and I has been receiving denial letters from different banks. This one letter is nothing but FRUAD! I NEVER SHOP FOR ANY VEHICLE ON XXXX XXXX of XXXX, XXXX XXXX XXXX LOT FOR {$26000.00}. We never looked at any vehicle at that price range. Plus I TOLD XXXX XXXX of XXXXXXXX XXXX XXXX XXXX to CANCEL ALL DEALS! I said, " CANCEL ALL DEALS! '' more than three ( 3 ) or four ( 4 ) times on Saturday, XX/XX/XXXX. When I spoke with XXXX on Wednesday, XX/XX/XXXX I told him why I CANCEL ALL DEALS. Even when we disconnect on the phone on Wednesday, XX/XX/XXXX XXXX was very aware that I CANCEL ALL DEALS! He was not happy because I told him that he wasted my time and his, I also said, to XXXX he could have heard cow bells if he wasn't trying to be greedy. Cow bells is what they shack when a vehicle get sold. I heard cow bells maybe twice while wasting my time. Once I began receiving the denial letters I called the bank on one of the letters and I was told to called the dealership and explained what I just said on this compliant and the dealership can contact the bank that's the only way to correct my credit score. I have worked really hard trying to clean my credit and I am not going to allowed XXXX XXXX of XXXXXXXX XXXX XXXX XXXX to purposely with intent damage my credit because I did not purchase a vehicle with XXXX the salesperson. I spoke with XXXX XXXX, XXXX Title Clerk with XXXX XXXX of XXXX, XXXXXXXX XXXX XXXX she take my compliant. I haven't heard from anyone that represent XXXX XXXX of XXXX, XXXX XXXX XXXX in writing or by phone. Who at XXXX XXXX XXXX XXXX, XXXX committed fraud? Lied about the loan request after I CANCEL?
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| 11/16/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX XXXX XX/XX/XXXX submitted XXXX ID For 11th Complaint Sent To Citizens Bank XXXX- The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX XXXX XXXX XXXX , XXXX.
XXXX, XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to XXXX CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 11th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 11th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 11th Complaint Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX.
XXXX XXXX freely believes the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX & XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX for XXXX home equity loan account XXXX XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX within the 15 day payment grace period given & instructing Home Equity Loan Department Agents XXXX XXXX must talk with Consumer Finance when in XX/XX/XXXX every time XXXX has tried to speak with Consumer Finance they have hung up the phone with her.
XXXX XXXX supporting documentation the noon XX/XX/XXXX ( XXXX ) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX & the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, both Citizens Bank recorded calls with truthful notes taken by XXXX XXXX.
Content of XXXX call with XXXX on XX/XX/XXXX : At noon XXXX speaks with XXXX & importantly requests XXXX please note XXXX Home Equity Loan account XXXX with : I paid the Town of XXXX property tax bill, a condition of my Home Equity Loan, on XX/XX/XXXX, check XXXX in the amount of {$1100.00}.
For paying this property tax bill I therefore do not have available funds today, XX/XX/XXXX, to pay the {$1200.00} autopay for my Home Equity Loan.
Important note : in less than the 15 day Citizens Bank grace period, on XX/XX/XXXX, I will have available funds to pay the XX/XX/XXXX {$1200.00} autopay.
I petitioning the Citizens Bank Equity Loan Department to take the XX/XX/XXXX {$1200.00} autopay for my Home Equity Loan account XXXX on XX/XX/XXXX, less than the 15 grace period days given for loan payments, and to not charge me any penalty or late fee.
XXXX states to XXXX : My account has been removed & marked secure so he has no access to it.
XXXX states XXXX needs to speak with Citizens Loan Customer Finance & XXXX notes they have hung up the phone on her & their actions caused her to file eight Complaints to the Federal Reserve.
Following learning from XXXX Citizens customer service specialists on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX were able to note XXXX account, XXXX tries to do so again offering think I can access account ending XXXX.
XXXX takes sufficient time to write XXXX detailed XX/XX/XXXX note above on XXXX account ending with XXXX.
When XXXX was finished he gave XXXX Reference # XXXX for XXXX above XX/XX/XXXX Home Equity Loan account XXXX note.
XXXX states thank you to XXXX & offers him a Happy XXXX.
Content of XXXX call with XXXX on XX/XX/XXXX : At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX for her to take the opportunity to make a Reference # for XXXX important statements to XXXX.
XXXX states to XXXX she was just stunned when she discovered Citizens Bank did not take the {$1200.00} XX/XX/XXXX autopay per the XX/XX/XXXX Reference # XXXX recorded by Customer Service Specialist XXXX who XXXX spoke regarding XXXX Home Equity Loan account XXXX on XX/XX/XXXX.
XXXX states to XXXX she found Reference # XXXX & would thoroughly read it.
Following XXXX XXXXeading of said Reference # XXXX politely stated to XXXX she wanted XXXX to please note her Home Equity Loan account XXXX with these important notes & when XXXX had completed writing said important XX/XX/XXXX notes, would XXXX please give XXXX a Reference # for said XXXX XXXX. XXXX stated to XXXX she would write XXXX important notes & give XXXX a XXXX XXXX Reference #.
XXXX Important notes : 1 ) XXXX was stunned when she discovered early the morning of XX/XX/XXXX Citizens Bank had chosen to act to not withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX per XXXX recorded XX/XX/XXXX important notes recorded by XXXX, Reference # XXXX. XXXX believes Citizens Bank Loan Customer Finance officials knew of the XX/XX/XXXX Reference # XXXX & chose not to act to withdraw the XX/XX/XXXX {$1200.00} autopay even though said officials had established a precedent to take the {$1200.00} autopays per XXXX calls with recorded notes over the last months ; 2 ) XXXX believes said unreasonable act by the Citizens Bank Loan Customer Finance is a violation of Federal Reserve banking regulations which XXXX will write another Complaint to the Honorable XXXX XXXX XXXX about ; 3 ) XXXX importantly notes for unreasonable actions by Citizens Bank Loan Customer Finance earlier, XXXX wrote eight Complaints to the Federal Reserve ; thus, the Citizens Bank Loan Customer Finance has not changed their actions on XXXX Home Equity Loan account # XXXX ; 4 ) XXXX will not pay any penalty or any fee for the XX/XX/XXXX {$1200.00} autopay to be withdrawn for the established president by Citizens Bank Loan Customer Finance ; and 5 ) as a curtesy call today XX/XX/XXXX, XXXX is calling for a second time to have Citizens Bank withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX for it was not withdrawn on XX/XX/XXXX even though Citizens Bank Loan Customer Service knew by Reference # XXXX XXXXXXXX the funds were available on XX/XX/XXXX, well within the 15 day payment grace period given by Citizens Bank Loan Customer Finance.
XXXX states to XXXX she can not withdraw the {$1200.00} autopay, only Citizens Bank Loan Customer Finance handles the autopays, & XXXX states there may be a fee which only officials of the Customer Finance would handle. And XXXX would find a senior Customer Finance staff to take XXXX transferred call.
XXXX importantly states to XXXX multiple times when XXXX has tried to speak with Customer Finance, Customer Finance hangs up the phone on XXXX by either closing the transferring call or hanging up the phone with XXXX when she is speaking with a Customer Finance staff.
XXXX further importantly notes to XXXX XXXX does not know who within the Citizens Bank Home Equity Loan Department handles autopays & all of her earlier months Home Equity Loan account XXXX notes have been acted upon by the Citizens Bank Home Equity Loan Department.
XXXX writes up XXXX important XX/XX/XXXX notes. When she is done XXXX gives XXXX a XX/XX/XXXX Reference # XXXX.
XXXX asks XXXX to read to her what the Reference # XXXX states, to make sure XXXX wrote all of XXXX important notes.
XXXX reads XXXX XXXX Reference # XXXX & everything is correct except one note in which XXXX had written XXXX will not call & talk with Customer Finance.
XXXX then importantly notes multiple times for XXXX for Consumer Finance hangs up the phone with XXXX, XXXX can not talk with them.it is not a case of XXXX not willing to talk with Consumer Finance as XXXX had written.
XXXX writes the above correction & then states to XXXX all of XXXX important XX/XX/XXXX Home Equity Loan account XXXX notes are written & recorded by Reference # XXXX.
XXXX requests of XXXX that she please make sure all Customer Service staff see & read XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX.
XXXX thanks XXXX for her work.
XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance With Home Equity Loan Department To Have Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay On XX/XX/XXXX For My Home Equity Loan Account XXXX & Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 7th Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX
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| 05/05/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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My name is XXXX XXXX XXXX. I live in XXXX, PA and I hold personal accounts at Citizens Bank. For ten weeks I have tried, unsuccessfully, to resolve transactions that were incorrectly debited from my XXXX Checking Account ending in XXXX. When I first called in I spoke with a customer service rep who was located in XXXX XXXX. After thirty minutes he stated he had submitted a fraud claim. Two weeks passed with no response from Citizens, so I decided to go into the XXXX XXXX and gave the XXXX a spreadsheet with seventy-four transactions incorrectly debited from my account. Ultimately the branch was unhelpful and turned me back to customer service. I was told that the branch and back office are two separate companies and that the branch didn't have time to deal with my issue. I was told two claims were filed for me.
On XX/XX/XXXX I called in to customer service and discovered the claims filed were wrong. I was on the phone for over four hour. The customer service rep was aces. He went through every single one and stated that there is an issue, but he wasn't sure that it was necessarily fraud so he sent a notice for the fraud department to call me. Nobody from the fraud department has called me to this day. I received a provisional credit for one of the claims filed by XXXX. However during my conversation on XX/XX/XXXX I was told the claims did not contain the correct transactions. This was another reason I was told I had to speak to someone in the fraud department.
On XX/XX/XXXX I spent over two hours on the phone with a customer service agent. She filed claims for the additional transactions that were never put into the initial claim, She also put a notice in for the claims department to reach out to me. There has several requests submitted for the claims department to call. However I still have NO call.
Today a customer service rep told me to go to a branch and ask the branch to call their help desk on this matter. I went to the XXXX XXXX Branch and the associate told me she had nobody to call. I had asked her to notate my account that the newest claims were supposed to be filed with the original claim, since the transactions put in on Friday were technically passed the sixty day limit of Citizens Bank. She told me there was no sixty day limit. I was also unable to get a new debit card because she said their machine was down. She called another branch for a debit card, but their machine was down as well. She stated there was nothing more she could do for me.
Between the claims and the subsequent overdraft fees that would be returned to me, I am out over {$6000.00}. I have bounced credit card payments and my mortgage payment. I have no groceries, negative hits to my credit report for missed payments, and a soon to be ex-wife who thinks I am trying to hide money from her. I need my money returned to my account yesterday. I feel like a can being kicked down the street. This is no way to treat a customer.
XXXX, when I spoke to XXXX earlier today she stated that she would be following up with the claims department, and then she would get back to review the findings. She went as far as asking if she could leave a voicemail. I called XXXX this afternoon, but gother voicemail. I then called into the XXXX Customer Service Line and the representative told me that letters were sent out today stating that my three claims were not fraudulent and my claims were all DENIED. Now this is a major problem. I just spent ten weeks speaking to over twenty different representatives. I spent several hours on XX/XX/2023 with one representative who stated he had worked for Citizens for several years. That representative stated my transactions were not correct, but was not sure it was fraud. He thought it was possibly an issue with XXXX.
How is my initial claim from XX/XX/2023 still open, but the XXXX claims I just had filed this past Friday have all been closed?? I have stated several times I am not sure if they are fraud.
I just got off a call with XXXX. I stated again that there is an issue here. If I download these transactions from online banking they are only listed as " DDA DEBIT ''. In my XXXX statement, these transactions are NOT listed in the " ATM/Purchases '' section, they are listed in the " Other Withdrawals & Debits '' Section. XXXX said she would reach out tomorrow to the claims department and see if they could provide any documentation to validate the transactions and she said she will have them go through my statement transaction by transaction ... ... ... ... ... ... ... ... ... ... ... .I am sorry, but isn't this what a Provisional Credit is used for? Credit given while the bank conducts an investigation. However they deny my claims and then are now going to conduct a thorough investigation?
I would like to be provided with the documentation the Claims Department used to deny my claims.
I can not believe that after ten weeks of countless hours that Citizens Bank has decided to close my claims, not provide me with a provisional credit, and now will go through my bank statements.
Nobody called to ask me about a single transaction in those claims. Every time I called I gave specific transactions as examples to help validate my claim. Two of those examples are below. ] Attached are three invoices for XXXX XXXX XXXX XXXX. XXXX of the transactions in question is in the amount of {$10.00}. In the " ATM/Purchases '' section of the statement I am charged {$10.00} from XXXX. However I am also charged {$10.00} in the " Other Withdrawals & Debits '' Section. The three invoices I have attached are from XXXX XXXX, XXXX XXXX and XX/XX/XXXX. I had canceled my service for the month of XXXX for financial reasons.
Attached are the Screen prints from my XXXX XXXX Accounts Transaction History. You will not see a charge in the amount of {$250.00}. However listed in the " Other WIthdrawals & Debits '' Section you will find a charge from XXXX in the amount {$250.00}.
I received a phone call at XXXX from my friend that XXXX had debited her account for {$200.00}, because Citizens Bank said I disputed the charge. Her husband, a retired SEAL, gave me until the end of the day, or he was coming to see me. I did NOT dispute this charge.
I also received an email from my Executive VIP Host at XXXX. She also stated that Citizens Bank said I disputed charges. She was still awaiting the dollar amount. I did not dispute charges to XXXX These payments need to be immediately returned to these two accounts. They were never included in the claim that I filed with Citizens. Furthermore I was informed on Tuesday that my claims had been denied. I also need to know what other payments have been charged back to my account in case there are more of these mistakes.
How can Citizens deny my claims, but still process chargebacks for my account? Especially these charges that were never included in my claim.
XXXX, on XX/XX/2023, you responded to my email and said that someone from the Office of the Chairman would be in touch regarding my issue. Ultimately my claim was incorrectly denied by CItizens. As you know XXXX was supposed to get back to me with the documentation from the claims department. I also provided you with documentation regarding the transactions in question. Not one person responded to me on Wednesday. Yesterday, at XXXX, I received a phone call from XXXX XXXX It was one of the most inconsiderate calls that I have received in my life. When I answered she responded twice with, " This call is being recorded. This call is recorded. ". That was very off putting. She stated the following ... ... ... ... .....
When my account was placed into a " Credits Only '' status on XX/XX/2023 until XX/XX/2023. The transactions I made during that period with my debit card were pending until the status was removed from my account. I asked her how that would even be possible since a debit card doesn't work when an account is placed into a " Credits Only '' status. Her response was, " Oh no the debit card is a separate account and it would still work. ". Wow!
When I asked for the documentation used to invalidate claims and support what she was stating, she said she could not because they private internal documents. I said to XXXX that under the Federal Reserve 's Reg. E. I am entitled to those documents. Her response basically was that's not true and she never heard that before now. WOW!
She then asked for me to provide her with all of these documents and then she would conduct an investigation?? When I asked if a new claim was going to be opened, she said " No. There doesn't need to be one. ''?
During the entire call her demeanor was condescending and basically accusatory. She brushed off anything I had to say. She said my account should have never been reopened when shuttered in XXXX.
When I stated that the previous Customer Service Reps were the ones to call these transactions bank error. She said they will be coached??
My account was placed into a " credits only '' status in XXXX because Citizens Bank mistook me for my XXXX. Apparently he had accounts years ago that were bad. I was not born a XXXX, and this happens more than one would think. The last time I saw that man was the day he left our family in the wind 18 years ago. I have an XXXX, XXXX XXXX XXXX, from XXXX XXXX 's University. I worked in XXXX 's retail division for four years before leaving to start my own business. I hold memberships with XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and so on. For Citizens Bank to treat me like l am a 3rd rate citizen is appalling.
The money taken from the above accounts needs to go back to those accounts. I, myself, at the very least need a new claim opened and a provisional credit in my account today. I need to hear from someone at Citizens Bank, other than XXXX, before XXXX XXXX today. I have been kicked down the street for almost ten weeks. Enough alread
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| 07/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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The Covid-19 mortgage forbearance program was established to assist and protect consumers during a time of great hardship, yet Citizens Bank has abused and manipulated the process of exiting the forbearance program in an attempt to force me and my young family out of our home by refusing to apply payment to my loan, delay tactics, false information, communication dead-ends, non-responsiveness, withholding information and extreme negligence over the past year while I repeatedly attempted to get my account into good standing in a timely manner.
After over a year of enduring Citizens Banks misinformation, mistakes and manipulation, I have been wrongly denied a reasonable exit option from my Covid-19 Forbearance program and forced into a situation that was crafted by Citizens Bank to drive me into foreclosure. This has been so extensive and egregious that what follows is only an abbreviated description of the events that have transpired.
Please help me and my family not become victims of the predatory and illegal actions by Citizens Bank.
When my Covid-19 forbearance period ended, I immediately sought options to get the account into good standing and to begin repayment on the mortgage.
Citizens Bank sent letters from phantom accounts with unreachable customer representatives, a non-existent company, and blank contact fields. I called other numbers provided by Citizens Bank for loss mitigation, customer service, and collections and was told by everyone I spoke to that there was nothing they could do and my only course of action to exit Covid-19 forbearance was to send in a Request for Mortgage Assistance ( RMA ) application to the Loss Mitigation department. I have attached one example ( Attachment A ) No one ever reached out to me or gave me any other option. Citizens Bank actively avoided meaningful communication with me or providing options for exiting my Covid-19 Forbearance Plan.
I tried to restart payments by sending in a payment for my full monthly mortgage bill after the forbearance period ended. I received confirmation that the payment was received and would be applied to my loan. ( Attachment B ) Citizens Bank processed my payment, but did not apply it to my loan. My bank statement shows it was placed in " other '' section and my account was not credited. ( Attachment C ) When I called to check on this the Citizens Bank representative told me, with my husband listening as witness, that while the account was in review with loss mitigation, any payments would not be applied to my account, I DID NOT NEED TO MAKE PAYMENTS AS THEY WOULD NOT BE APPLIED TO MY LOAN and that there would be NO NEGATIVE CONSEQUENCES for not making payments.
The money was not returned to me. When I called Citizens Bank, I have been told that there was no record of any payments or a suspense account. No one at Citizens Bank has been able to tell me what happened to my payment of {$5000.00}, despite several requests for that information. It has some how disappeared.
I am afraid to send any more money to the account for fear that it will also disappear without any accountability or my account being credited.
After several phone calls receiving misinformation from Citizens Bank representatives multiple times, I turned all RMA documentation onto the Loss Mitigation department in on-time as instructed by the Citizens Bank representatives . Subsequently, Citizens Bank delayed a third-party home appraisal for months, after which they requested updated information be sent by XX/XX/XXXX. I sent the updated information to the email address provided on XX/XX/XXXX at XXXX XXXX XXXX days before it was due. ( Attachment D, date and time highlighted ) When I did not hear back from Citizens Bank for awhile, I called to check on the status and was told that that Citizens Bank did not process my documentation, had closed my application and unilaterally deleted all my documentation. The only option I was give was to start the RMA process over again.
A representative at the Office of the Chairman later informed me that 17 months was the cut-off for maximum number of months overdue to be eligible for an extended modification, which conveniently aligns with when Citizens Bank didnt process my documents, UNILATERALLY AND STRATEGICALLY FORCING ME PAST THE MAXIMUM USING MEANS THAT WERE OUTSIDE OF MY CONTROL and without me even knowing there was a " maximum ''.
Given no other alternative, I started the process again and turned in everything in full and on time. The second application it was deemed complete on XX/XX/2023. When I hadnt received any update on my account, I called to check and was told that my application had been denied. Citizens Bank had denied me THEN CONVENIENTLY DID NOT NOTIFY ME OF THE DENIAL. I would never have known I was denied if I hadnt called, and without a response, I would have been automatically sent into foreclosure. I have attached XXXX of my many Complaint Letters to Citizens Bank. ( Attachment XXXX ) The Office of the Chairman told me my appeal was due whether or not I received a letter or knew why I had been denied, and that was due in a matter of days. I paid to get an e-fax account to send an appeal letter on time, requesting a denial letter to respond to.
I called weekly to request the denial letter. Citizens Bank withheld my letter of denial for XXXX WEEKS, continuing to push the account further past the maximum number of months past due to their advantage.
When I finally did receive the letter, I appealed the denial on time with full details of the misinformation and manipulation of my account by Citizens Bank and requested a fair resolution.
I received a letter back with generic denial information and no response to request for a fair resolution on XX/XX/XXXX.
I called the number on the letter and requested a callback from the signatory on the letter, relationship XXXX XXXX XXXX. A representative said they would leave XXXX XXXX a message to call me back.
On XX/XX/XXXX, I received email notification that my second loss mitigation application was again unilaterally closed by Citizens Bank.
On XX/XX/XXXX, I called the Loss Mitigation process to understand next steps. They said they are no longer considering me for any loss mitigation options and that I had 15 days following the notification to respond or else they would start FORECLOSURE proceedings.
When I inquired about not hearing back from my customer representative to discuss my account, they said XXXX XXXX would call me back when her schedule allowed but had no idea when that would be. A subsequent call with a representative informed me differently, saying that since the account was closed, I was no longer in the Loss Mitigation program and therefore XXXX XXXX would not be calling me at all.
The options I was given were to avoid foreclosure were ( XXXX ) repay the ENTIRE AMOUNT IN A LUMP SUM or ( XXXX ) restart the RMA process for a third time. Continuing this time-consuming, exhausting process that results in dead-ends and denials with no supporting facts seems futile, but it currently is my only option to avoid foreclosure. They directed me to a website to download the application. Upon going to the website there was no application available for download. They said they had to send me a new application by mail, which would arrive after they passed the deadline to be able to file for foreclosure.
And, of course, it will continue to expand the overdue amount, further manipulating the numbers in Citizens Banks favor since they will not apply payments to my loan.
Over the past year, Citizens has repeatedly directed me to contact people who didnt exist, were unreachable, and who wouldnt call me back. They gave me phone numbers to chase that didnt go to people or the correct departments. I requested multiple times to speak to supervisors and managers and told I would get calls back from XXXX, which has never happened. I have sent multiple complaint letters in that have gone unanswered. I have requested information about how the denial was determined multiple times, which I was told I could do by the Office of the Chairman. Those requests have been ignored. I have also documented them.
I was even flat out lied to. During my attempts to receive a denial letter I was told numerous times that it was sent by USPS, with the XXXX XXXX XXXX XXXX representative going so far as to say she couldnt control the Post Office, when in fact, later documentation showed it had been sent by XXXX and a tracking number was available proving that it had never left Citizens Bank.
The runaround Citizens Bank engaged in has required me to spend dozens of hours on the phone, many hours documenting my phone calls for evidence, dozens of hours writing appeals, multiple days of collecting, sorting, scanning, highlighting, faxing, mailing documents, and spending money to fax and mail documents.
I seek a fair resolution, which I outline in the following section.
Citizens Bank has been incompetent, unjust and predatory in actively working to avoid the safeguards set in place by the federal and state governments to force responsible families recovering financially from the devastation of XXXX out of their homes. Please help me reach a fair resolution of to my Covid-19 Forbearance and the negligent and manipulative Loss Mitigation process so that my family and others do not become victims of Citizens Bank XXXX
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| 05/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Hello, I am writing regarding a 30-day late penalty that has been applied to my credit score due to misinformation given by Citizens.
I took out an installment loan with Citizens One Auto Finance in XXXX. Since then, my father has been making the payments for me every month on time. The final car payment was made on XX/XX/XXXX. Since then, I continued to receive numerous letters from Citizens dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX each stating that the Vehicle Loan is now paid in full.
The Lien Statement, certifying that the lien in favor of Citizens Bank NA has been fully satisfied is signed by a Citizens Bank Agent and was sent out on XX/XX/XXXX.
I am currently in the process of trying to purchase a home and had been preapproved in XXXX for a $ XXXX loan from XXXX XXXX. I thus have been extremely attentive to ensuring that all my finances are in order. I then found my dream home! As I began to talk offers with my relator and loan officer, I was notified by XXXX that my credit score has dropped almost one hundred points. I instantly called my loan officer in a confused panic.
When my loan officer and I called Citizens for clarification on XX/XX/XXXX, I was informed only then that the payment made over the phone on XX/XX/XXXX bounced due to an incorrectly inputted routing number. Citizens states that they sent out a letter through USPS notifying of the bounced payment. A letter which would have been mailed out AFTER Citizens sent the multiple confirmation letters stating that my loan is paid off in full. I did not receive said letter.
On XX/XX/XXXX at XXXX XXXX I spoke to a supervisor who confirmed the mistakes, inputted a credit dispute, and asked me to pay my final amount of {$730.00} over the phone in order to resolve all issues and pay off the loan in its entirety.
I began to call again in order to gather understanding on what happened with my payment and to ensure that it is being addressed and working towards a resolution. I called citizens bank over 2 dozen times in attempt to gain more understanding of the situation as well as the status of my case. There have been 3 occasions which the Citizens Bank call center has given me fake escalation numbers as well as over 8 times that I was abruptly hung up on after being on the line for 40+ minutes. This is very unprofessional and unbecoming of a federal banking institution. The handling of this has felt like a bad transaction in a third world, foreign country, not the United States of America. It gets worse.
I called XX/XX/XXXX and another credit dispute was inputted on XX/XX/XXXX ( case # XXXX ) for the mistake. After talking with multiple Citizens supervisors, each agreed on a recorded line that all late fees would be waivered due to error on their end.
On XX/XX/XXXX I received a letter in the mail from Citizens stating that my final and total amount due is {$750.00}.
On XX/XX/XXXX I received a letter in the mail from Citizens stating that my final and total payment is {$660.00}.
On XX/XX/XXXX I received a letter in the mail from Citizens stating that my final and total payment is {$640.00} and that I must pay by XX/XX/XXXX.
When calling for a better understanding given the confusing and contradicting letters, I was told by one supervisor by the name of XXXX, that my payment was rejected due to Citizens Banks requirement to have all final loan payments paid by mail, that if a final payment is attempted online or over the phone, the system will automatically reject the payment and that is what happened with my account. I asked XXXX to break down everything that the system is showing for my account and what was mistakenly done by Citizens, as well as a breakdown of the final payment needed. On I believe XX/XX/XXXX, XXXX provided me with my dispute case number ( XXXX ) and told me that my final payment needed is {$710.00}. Due to this being another new amount, I stated that I did not yet feel comfortable making the payment before consulting with my financial officer. Once again, my mortgage lender who I authorized to be on every conversation, is in disbelief of the contradicting information given and the refusal of further assistance in understanding or clarification of a loan process. Something that I, being in the mortgage industry, also have extensive knowledge regarding the laws and rights of a loan.
Given the above information I called back the next day to clarify further. I spoke to supervisor XXXX XXXX on XXXX XXXX who provided me with my credit dispute case number ( XXXX ). XXXX XXXX then information me that the information given to me the day before regarding payment method of my XX/XX/XXXX payment bouncing because it was taken over the phone was indeed false and that all final payments can be taken in any form. When asked why no other form of contact was attempted, I was informed that Citizens only uses USPS mail.
On XX/XX/XXXX XXXX informed me that the final payment amount needed was {$770.00}.
Due to the inconsistency of employee company knowledge and professionalism, I was skeptical and consulted with my financial officer before paying. He advised that this is indeed illegal activity and began to take action writing to Citizens Bank CEO, XXXX XXXX, as well as wrote disputes letters to all credit reporting bureaus to ensure that the false 30-day XXXX late fee would be removed and for clarification on what on earth is happening with my account.
At this point in the process, I have been given 3 different dispute case numbers, given incorrect and contradicting payment process information by different supervisors of the company. In addition to having now been told 5 different pay in full amounts that I am expected to pay immediately.
Unfortunately, I was running out of time due to the payment due date approaching and the housing markets interest rates rising by the day, I am terrified that my credit score would be negatively affected again if I did not pay by XX/XX/XXXX even though I had no clue what my true payment was and had no true way of finding out.
I called and spoke to XXXX XXXX the morning of XX/XX/XXXX for another attempt to desperately ask for clarification on what I need to do to end this nightmare once and for all. XXXX XXXX informed me on XX/XX/XXXX that if I paid the final amount BY the due date of XX/XX/XXXX then loan in its entirety would be paid off in full for {$710.00}. I informed her that that was not the amount stated on the letter however she assured me that that was indeed the correct amount needed to be paid. I made the payment over the phone with XXXX XXXX the morning of XX/XX/XXXX for {$710.00}. XXXX told me that the payment would process if paid today, no fees will be attached and that she will reach out immediately if she runs into any issues.
The payment was taken out of my account on XX/XX/XXXX for {$710.00}.
An additional charge of {$45.00} was taken out of my XXXX XXXX account on XX/XX/XXXX labeled REGULAR PAYMENT. I have never received this charge before and was uninformed of it. This payment was unauthorized.
When my XXXX credit score was posted, XXXX notifies me, I look eagerly only to see that a new 30-day late fee had been reported by Citizens Bank for the month of XXXX.
At this point, I am baffled at the second late fee. The payment IS NOT LATE.
Citizens bank is NOT a company which I entrust with my personal information nor my money due to the blunt lack of federal, financial, moral, a legal knowledge which they have used to take advantage of me by giving out false legal documents, false payment information, and inaccurate personal record data.
How am I to pay a company when they can not even tell me what my final loan amount is?
I received a call from XXXX on XX/XX/XXXX from the initial conversation on XX/XX/XXXX to the conversation had on XX/XX/XXXX with XXXX at Citizens who stated she is the highest level accessible and there is no further contact above her. XXXX called to notify me that they will NOT be disputing the 30-day false late fee due to the companys requirement to abide by the ethics in standing by the reporting of only accurate information to the credit bureau .
When XXXX was responded to with the inquiry on why an agent signed lesion statements and numerous letters of confirmation that my loan payment has been paid off in full letters which were sent days after the payment was made and days after the payment bounced as well as the 5 different amounts told due, Citizens IS sending out signed inaccurate information by reporting false information to not only the customer but it is also false credit information being reporting to the bureaus. When asked this XXXX XXXX stayed silent for 8 seconds and finally stated that this is the final determination. Thanked us for our time and ended the phone call.
I am writing to you directly due to the time sensitive severity of removing the past due payment from my records. As I mentioned briefly, I am in the process of trying to buy a home and this has been detrimental to the process. I ended the lease to my 2-year apartment because I was supposed to be moving into my dream home. Now, thanks to Citizens, I lost not only my dream home but also due to the time that this has taken on top of ruining my credit score, they have also ruined the opportunity for me to become a homeowner.
I am writing to plea as my last resort. The bounced payment was not due to lack of funds. I would have corrected the error instantly if I was made aware and would have made the final payment if the final payment amount was given to me with accuracy.
Respectfully.
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| 12/12/2022 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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XXXX XXXX XXXX XXXX settlement services on XX/XX/XXXX. They pulled in my Citizens bankXXXX private student loan account, without my permission. They knew and could see on paper that this account had a balance above {$75000.00} yet set me up for default on this account as they instructed me to NOT MAKE PAYMENTS. They stated that they could not speak to Citizens Bank and that they could not advise me on the potential for defaulting.
I subsequently reached out XX/XX/XXXX about my concerns about the program via XXXX account portal. I expressed that I was worried about all the phone calls and would like to cancel my account with them and withdraw from their program. They instructed me to ignore the phone calls as this is part of the process. They told me not to make payments to lenders and that if I did, they can not settle my debt and that I would end up owing more as interest has ben accruing. They persuaded me at the time with scare tactics not to withdraw from the program and stated this is just how it works and they understood my feelings. Via email I was instructed to manage calls from creditors in in the following way : 1. Ignore phone calls from the creditors 2. If I did speak with a creditor, mention my hardship, but do not let on that I am working with XXXX and 3. Do not respond to creditor scare tactics when threatened with adverse action by creditors ignore it, as this will only delay my XXXX program.
While I was reviewing the Legal Security Agreement they had told me to sign. I was receiving reminder emails to sign the document. The email stated This reminder will be re-sent every day until completed. This is a poignant example of the pressure they put on me throughout my involvement with the program.
Contacted them by phone multiple times about concerns : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX.
XXXX presented themselves as experts with posts about student loans on their social media pages and numerous articles about student loans ( federal and private ) and repayment on their website. They knew that by not making payments as outlined in contract with the lender, it is broken and that there are few to no options to pull oneself out of default once the student loan is in default. XXXX misrepresented themselves as knowledgeable. In an article on their website : Why a Private Student Loan Can Be a Really Bad Option, written by XXXX themselves, they state You should be doubly sure that you would be in a position to make the minimum payments on your private student loan, even if life doesnt go as you had planned. Yet they pulled my private student loans into the settlement plan without my asking them to.
XXXX refused negotiate/speak with my lenders and creditors on my behalf until I had put enough money away in escrow for them to negotiate. However, when presenting me with an Authorization to Communicate, they defined it in writing that this will authorize us to speak AND negotiate with your creditors on your behalf. On the Authorization itself it was expressed as hereby XXXX XXXX XXXX relief ( XXXX ) express authorization and/or permission to speak as an agent with the undersigneds creditors and to negotiate It goes on to relate all the ways in which XXXX can contact and work directly with the creditors. It was also instructed in an email to change your address and phone number with creditors to ours.
I did eventually call Citizens Bank regarding my private student loans out of fear of default. The representative for citizens bank asked me to have XXXX contact Citizens bank to explain their role. When I called XXXX and requested they contact Citizens bank, I was told by customer support that we dont do that. We only contact your creditors during negotiation. I was instructed to cease contact with my creditors.
I pulled one of my credit accounts from the program as I was able to settle it myself. When I expressed this to the XXXX, the woman told me that I should not have done that as they could have saved me more money if I would have waited a few years for money to build up in escrow.
I made one final call to XXXX XX/XX/XXXX, recorded conversation. Asking them to do something to help me out of default since they work with private student loans. There was no remorse and they told me that unless I re-enroll with the program, they will not help me any further.
They also claim to stop creditors from calling incessantly, however, this was never done. Creditors were calling me, my family, and individuals I work with. I ultimately had to withdraw from the program and get a lawyer to have the creditor calls stopped.
Disclaimers say that they do not provide advice, but articles they have written on their website state : we also focus on educating consumers across XXXX on how to best manage their money. Our posts cover topics around personal finance, saving tips, and much more. This was withheld from me when I became fearful and felt threatened financially by both XXXX and my private lender Citizens Bank.
When I pulled out of XXXX, I communicated fully with XXXXCitizens bank. I explained for a second time what had happened and my desire/willingness to get back on track as prior to XXXX I was in very good standing. I made my normal payment XX/XX/XXXX prior to the involvement of XXXX. When I withdrew I called to let my lender know that all I could pay on that day XX/XX/XXXX was {$150.00} as I had nothing more than that after paying rent that was due on the 1st. I set up another payment for the day I got paid ( which is only once per month ) for {$420.00} as this is what I was told I needed to pay. This was prior to my loan defaulting. Later in XXXX, I received a bill from Citizens bank stating that I owed {$2800.00}. I had just made a payment days prior and told that they would allow me to make payments to catch up. When the bill came, I assumed it was sent prior to my call with the lender. So I had made a payment for XXXX and Citizens Bank placed me into default XX/XX/XXXX and neglected to inform me that this was happening. I was under the impression that if I was communicating and making payments, I would avoid default. As the process was in place for default, no payment was made that month.
I called in XXXX to set up regular payments. I explained the hardship in my personal and financial life as well as the fiasco with XXXX. They told me to pay {$750.00}, which I did on XX/XX/XXXX. They told me that they could not set up automated payments at the time and I would have to call each month to make a payment. I called on XX/XX/XXXX and made a payment of {$430.00} with a confirmation # XXXX, but was told just today XX/XX/XXXX that they weren't able to process that payment so they initiated the process to send my debt to a third party collection agency. As I was unaware that this was happening. I called on XX/XX/XXXX to make a payment of {$500.00} and was able to set up auto pay at that time. Last week I received a letter from Frontline Asset Strategies claiming that they now own my debt. I was confused and submitted a letter disputing the debt as I have been making regular payments and each time have been assured that I am ok. I spoke with an actual person on XX/XX/XXXX and they did not tell me that the debt was sent to collections.
I received an email from XXXX XXXX XXXX this morning stating a settlement offer is on the table that would change my debt from {$74000.00} to {$44000.00} as long as I make the lump sum payment by XX/XX/XXXX. My partner and I initiated XXXX loans to pay the settlement and I called Citizens Bank to discuss the transfer to collections as well as the settlement. The person I spoke to said that I was still enrolled in automated payments that they would be collecting and was not aware that my debt had been sold. When I asked about the settlement, she spoke to her supervisor and then came back and told me that there is no settlement and that they just accidentally sent my debt to collections. She told me that they will be taking the debt back from XXXX. Meanwhile, a call to XXXX resulted in them saying that the settlement is on the table until Citizens takes the debt back, which could be tomorrow, next week, who knows? I have been jerked around by Citizens for so long and there has been SO much unprofessional miscommunication. They direct me one way, I go that way, then because of an error on their end, I am punished for it. They placed my loan in default and sent me to collections with zero communication.
I am so incredibly confused and have no idea what to do because now that XXXX and Citizens challenges have ruined my credit, I can't get any loans to pay any part of this. And because the loan is in default/collections/who knows ... no bank will touch this debt to refinance. Please give me some sort of direction. I will provide bank statements, emails, phone records, mail I have received. Whatever you require to substantiate this. I just want to pay my loan. I was in a very tough position after a divorce, becoming head of household and a single mom. I have outrageous student loan debt because I didn't let poverty stop me from getting an education. I am recently back on my feet and I just want to pay my bills. I am very upset with " services '' provided by BOTH XXXX XXXX XXXX and Citizens Bank. This is exhausting. Thank you so much for your time and consideration.
|
| 07/20/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I submitted several assistance packages going back to XX/XX/XXXX. The assistance package from XX/XX/XXXX was approved for a standard modification.
I was approved for a standard modification in XX/XX/XXXX. A letter with the modification details was sent to me.
I completed the modification trial period and fulfilled all requirements by XX/XX/XXXX o Trial Payment for XX/XX/XXXX XX/XX/XXXX o Trial Payment for XX/XX/XXXX XX/XX/XXXX o Trial Payment for XXXX XXXX XXXX Once the trial modification was complete, I waited for Citizens to draft modification agreement First draft XX/XX/XXXX I signed the letter and had it notarized and mailed back I called to verify the status and informed that a package to sign needed to be sent, signing the letter was not sufficient. The payment effective date on this letter showed my first payment due on XX/XX/XXXX. I was informed that they were drafting the necessary paperwork and it I would be contacted to schedule an appt with a notary.
A new letter was sent on XX/XX/XXXX with the details of the newest modification. The payment effective date on this letter showed my first payment due on XX/XX/XXXX.
I was contacted by a notary on XX/XX/XXXX to schedule time to go over the modification agreement and sign it. We set up the meeting at my home for the upcoming weekend. If I recall correctly it was that Sat or Sun. Upon arrival, I was surprised to learn that the agreement had my ex-spouse listed as a co-signer. I was unable to sign the agreement due to this error and the notary left without anything signed.
I contacted Citizens at their loss prevention line multiple times over the next several months to clear this up and after several exasperating calls, some where I was led to believe the paperwork was being corrected, I was finally informed that the reason the paperwork was not corrected yet was because Citizens did not have the divorce decree. This was also shocking since I submitted this document twice on their loan solutions center portal ; XXXX in XX/XX/XXXX and again in XX/XX/XXXX. To this date, I can still access this portal and view all submitted documents and download them for my own records. When I asked why I was able to access these documents when they claim to not have them, I was told the documents submitted have a limited availability from their end and it would need to be resubmitted. I find it difficult to comprehend how I can still access all of the documents from their hosted portal, and they can not. I resubmitted the divorce decree on XXXX different occasions ; once in XX/XX/XXXX and again in XX/XX/XXXX ; forcing me to submit the divorce decree a total of XXXX times. The careless handling of this correspondence was extremely troubling and demonstrates gross negligence in handling time-critical matters.
I confirmed that the decree was received in XX/XX/XXXX. I continued to wait while Citizens indicated that the modification was being corrected. I continued to check the status with Citizens periodically and was always informed on my calls that it was still in progress and that a backlog and staff shortage was causing delays.
On the XXXX hearing dated XX/XX/XXXX ; the presiding judge set the case to a final hearing. My understanding is that the delay was no longer acceptable, and the case needed to move forward. This caused serious concern as I had fulfilled all obligations and had been led to believe that the modification was just waiting to be processed. I raised my concern in the courtroom and was advised that this needed to be addressed with the bank. A final hearing was scheduled for XX/XX/XXXX.
I continued to contact the bank multiple times and requested multiple escalations to speak with the assigned relationship XXXX. On none of these calls did I receive any direct communication from the relationship XXXX or any other representative for review of my circumstances. I had significant concerns that my home of 5 years would be lost due to negligence and a serious lack of concern by the Plaintiffs. I spoke with Citizens up until the day prior to the final hearing and was advised that I should contact their counsel. I was provided a phone number to call that was disconnected. I realized while looking through my papers to find the contact number for the Plaintiffs counsel that Citizens had provided the original counsels contact number from when the case was filed under the previous mortgager. I found the correct information in my paperwork and contacted the Plaintiffs counsel. The counsel was unaware of the court date scheduled the next day. They attempted to contact the assigned attorney and were unable to reach them.
I attended the final hearing on XX/XX/XXXX. The case was called and the Plaintiffs counsel was not present so the case was dismissed without prejudice. I was advised to let the bank know and to continue to work on obtaining my modification. I continued to contact the loss prevention department for updates with no significant progress.
In XX/XX/XXXX, the Plaintiffs counsel filed a motion to re-open the case and a new XXXX date was set for XX/XX/XXXX. I attended the XXXX hearing and the Plaintiffs counsel advised that loss mitigation was still active and requested a new XXXX date. This has occurred up until this hearing.
On XX/XX/XXXX, I received a letter from the Citizens XXXX of the XXXX. In this letter I was informed that a representative attempted to contact me at a number that is not on record with Citizens and also sent me correspondence to my personal email. My contact info is verified each time I call including my mailing address, current residence, and valid phone number. The number called was not the number I provide on every call with Citizens. The email noted in the letter was never received by my and I have no record of any email sent that corresponds to the timing of the letter. In the letter, it was explained that the delays with my modification were due to a backlog at the VA for approving my modification.
At the last XXXX hearing dated XX/XX/XXXX, the XXXX counsel reiterated this delay with the VA and requested a XXXX reschedule. At this time, loss mitigation was still active per the Plaintiff and Plaintiffs counsel and the reason was due to the VA backlog. At no time was it conveyed that my assistance package was no longer valid or that anything needed to be resubmitted in regard to the approved modification from XXXX.
As I continued to call for updates, I called Citizens on XX/XX/XXXX to check on the progress. During this call I was informed that the VA had denied the latest modification proposal and I had been taken off loss mitigation. I asked if there was a reason provided for the denial and was informed by the agent that no reason was provided.
I looked for VA XXXX so I could contact them directly and try to obtain more information. I contacted the VA XXXX department and was put in contact with someone assigned to my VA loan. I spoke with XXXX on XX/XX/XXXX and while explaining the situation, XXXX informed me that the last action on my VA loan was a modification approval submitted in XX/XX/XXXX. He advised that this request had already been approved and sent back to Citizens. This timeline directly contradicts what Citizens had claimed both on XXXX and at the most recent XXXX hearing.
XXXX Citizens has informed me that my account is no longer in a loss prevention status but they have not provided a reasonable explanation on why no action was taken on the XX/XX/XXXX VA approval or why they withdrew my account from the loss prevention state. Citizens has indicated that they sent me a letter notifying me that a new loss mitigation will need to be submitted. This was allegedly sent in XXXX, however I have received no communication from Citizens regarding this request by mail, phone or email.
Contacting anyone other than the loss prevention call center personnel has been impossible. The call center tries to answer any questions, but these answers have been vague or unsatisfactory given the circumstances. I have requested on numerous occasions to speak with my relationship XXXX and have even asked for an email or phone number to correspond directly. Every time this information has been denied and XXXX told they will escalate the issue for a callback. Ive requested to be contacted over a dozen times by my relationship XXXX and of the XXXX assigned over the history of this loss mitigation case, I have never been contacted by my relationship XXXX by email or phone. The only correspondence from Citizens has been via mail to notify me of any actions regarding my loss mitigation.
From my understanding the federal servicing guidelines require that the mortgager notify me if an application is incomplete within XXXX business days. My mortgager has failed to communicate pertinent information to me regarding my loss prevention case on multiple times. This had led to a significant delay in closing this matter that from all appearances should have been completed shortly after the VA approved the modification in XX/XX/XXXX.
I would like to keep the house that has become a home for my family. I have submitted all requested documentation and have fulfilled all requirements and this has been ongoing for nearly 3 years. The negligence and lack of urgency in handling my loss prevention request is putting my livelihood and peace of mind at risk.
|
| 09/11/2019 |
Yes |
- Checking or savings account
- Savings account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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Hello, XXXX from Citizens Bank in XXXX MA called me to set up an appointment to meet with her.She was to open a couple of accounts for me, using a promotion I had been mailed.This promo invite was very specific to me, personalized & designed to lure my larger funds back into their banking establishment.Everything on it was targeted & addressed to me, as they knew I had the kind of cash to bring over with an offer this large.It was A LOT of trouble for me to go through, I suffered a XXXX XXXX and can not drive.So traveling to my other banks to bring the funds over, was definitely going out of my way.The set up direct deposit, also a hassle, along with the amount of money that must be maintained.Most people couldn't fulfill all such requirements, but I liked XXXX and she knew exactly how to get these accounts set up! She also had a plan for when I was to bring the bigger of my money over, in a couple of months times.For now, the plan was to do the minimal required to qualify for the promo bonus mailed specifically to me just like an invitation.I had to go through so much trouble, called running late and was told XXXX was not even in.I immediately felt troubled, as I am walking around with an {$18000.00}. check in my hands in downtown.I said that I am coming and getting this done because I was advised by XXXX to bring a check of at least {$15000.00}, ID., and that I didn't even need the promo.I wanted to get this check deposited immediately, safe & sound.I was waiting for a bus, and told XXXX who answered at the bank, my phone provider has had problems and I can not waste minutes on the call but that I was just needing to let XXXX know that I was on my way to meet with her, as planned.I got a bad feeling with this XXXX over the phone, so proceeded but with reserve.Honestly, when you get that feeling with someone, BELIEVE IT. I showed up about half hour later, and XXXX was there no other costumers, sitting at a desk.She greeted me, and again BAD FEELING IN MY GUT. I have XXXX good intuition because as it turned out, she never had any intention of honoring the promotion I was specially given, but was eager to take my check!!!!!!!!! She asked for it suspiciously, just to ''look '' over it!!!!!! I have opened many of bank accounts in my day and the only time a check is asked for is when it's going into the account!!!!!!! She was extraordinarily false to me, telling me some story about how XXXX XXXX XXXX sold her mortgage from under her, all the while she is in cahoots to try and do ANYTHING into preventing me this bonus!!!! Total DEVIANT, SNEAK, CROOK. I would say CON also, but she never conned me, I had misgivings about her instantly over the phone not even having met her yet.She calls up some hidden people and plays her game, gives me this ridiculous ''sucker '' look and tells me the hidden players say we can't do it!!!!!!!!! For the trouble I went through alone, the decent thing to do would have been to honor the promo, especially when I am talking about bringing even MORE money in.It was them who called me to come in for an appointment in the first place, it was them who mailed me the invite, they not only thought nothing of wasting my time and causing me total distress, but then this XXXX puts on this act and says ''I 'm about to cry!!!! '', are these crooks out of their minds???? They pull a stunt like this and then claim THEY are the victim!!!!!!!!!! Then XXXX, butts in and threatens me with being escorted out of here!!!!!!!!! INSANE. The whole entire charade was orchestrated by them, there was never any intention of doing anything except swipe all my money. XXXX hung onto my mailing, and I had to fight for it back, and even obtaining names and corporate # was a theatrical joke. XXXX is scum for going along with XXXX XXXX mean-spirited ill-intentioned scheme, as I knew her making a phone call was just a way to weasel her way out of honoring something I met the requirements easily for. They claimed some nonsense about accounts not being closed a full six months, I have closed accounts only to discover they weren't & been charged fees on top of it.I specifically asked a teller at another branch if the account if closed, ''yes it's closed out '', only to find out they are very much still open & active.So they can keep fining the accounts I suppose. I told them that if I didn't meet the qualifications as a costumer, why was I mailed the invite?? Nobody else was mailed this, it's not a general mailer, not everybody has this amount of cash is why. I also insisted that I went through a lot of trouble to do all of this, and couldn't even get my money deposited into my other banks because now they are closed and I feel unsafe with this amount out of bank.They were beyond malicious & crooked, NASTY!!!!!!!!!!!! XXXX mentioned disrespect, what do you call what THEY are doing to me, ABUSE, PURE ABUSE RUNNING ME AROUND AND SCREWING WITH MY FUNDS & BEING FRAUDS. I am not allowed to REACT??????????????????? Where did COSTUMER RESPECT go????????????????????? They pull one nasty stunt like that and have the NERVE to mention ''disrespect '' because I react to it!!!!!!!!!!! I have enough experience in consumer law at this point, ( proudly I have never lost a dispute/claim, even with my credit cards which are difficult to win ), to know that what they were doing wasn't only devious and rotten, but probably not legal and certainly not moral and definitely NOT in the bank 's best interest. Which is why I am filing this complaint. Citizens Bank is now out a VERY valuable $ $ $ $ $ $ $ $ $ $ $ $ $ $ costumer, because it employs ill & unstable, vindictive & corrupt individuals who clearly are BAD FOR BUSINESS and think they are above the law and have zero obligation to stand by specific letters and mailings to certain costumers. I shouldn't be faulted, I did what was asked and went through a lot of trouble, and they were the ones who set this whole charade up!!!!!!!! And what a fiasco it became, thanks to XXXX and XXXX, whom claimed XXXX does ''such a wonderful job '', yeah, that's why your bank made out with my leaving today, that's such a wonderful job!!!!!!!!! Rather than open the accounts efficiently and investigate why accounts were never closed, ( that must be the whole deal with that!! ), she'd prefer to investigate & finagle her way out of honoring my advertised invite/offer. She gave me a very fake look after the ''phone call '' with the guys upstairs, literally a phony sad face, and then smirked when I said to give me my check back along with the promo mailing, and found it amusing that I demanded all accounts be closed immediately. When I called her out on the inappropriate behavior, gestures, and phony persona, that's when she pulled her ''I 'm going to cry!! '' act, and was COMPLETELY fake. They told me to be quite because they didn't want other shoppers in the supermarket hearing the scam they just did to me. What disgusting pieces of work, foolish morons. They are exactly what destroys a bank. I left the bank, closed the last & final account remaining, and demanded proof all accounts were closed. Only one receipt was given me states ''savings close-out '' on it. After threatening me, I told XXXX that she dare threaten a costumer and that is beyond this ''disrespect '' she has the nerve to speak of. It is people like me that provide her with employment, she should be out on her butt along with XXXX. They contrived the whole nightmare of an ordeal, and guess what, XXXX bank is now out the $ XXXX I was bringing in, and my inheritance that I was planning to bring over to, worth over 500k. If they keep despicable jerks like that then it'll cost them LOT $ $ $ $ $ $ $ $ $ $ I truly would be so grateful if this complaint, word for word, could be forwarded to Citizens Bank Corporate. Maybe they've got each others backs over there but Corporate is about the bottom line $ $ $ $ $ $ $ $ $ And they need to know about this and what XXXX was up to and XXXX, meddling, interfering only to defend her trouble maker co-worker, haul them out of there!!!!!! I am writing reviews on every outlet & they deserve to be picketed, ( yes I've done that before too!! : ) Stupid business sense, there is evidently something psychologically wrong with XXXX, all the deviant pursuing, jealousy, out for my money, drama faked cry baby antics, wasted my time and jerked me around, abnormal and this ''bank '' must go under along with all the other asylums shut down and XXXX get some HELP!!!!!!!!!!! Miss Company woman thought she would out-smart me, conning me out of what was bigger than her invited me to, when the reality is she screwed her own company /employer out of a HUGE investor. I hope that lousy XXXX XXXX bucks was worth it to you, morons. Corporate needs to hear this, and the head manager at that branch, high -ups need to replace these unstable liabilities with TRUE CLASS, PROFESSIONALISM, EDUCATED INDIVIDUALS WHO UNDERSTAND, KNOW & CARE WHERE THEIR BREAD IS BUTTERED & DO WHAT'S RIGHT FOR THE SAKE OF MONEY AND REPUTATION, BECAUSE TRUE PROFESSIONALS ARE EDUCATED IN MORALS/ETHICS WHICH IS SUCCESS.
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| 12/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Subject : XXXX Citizens Bank XXXX XXXX XXXX XXXX RE : Mortgage Loan Number : XXXX Property owner/address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, La XXXX XXXX WI XXXX Parcel number for property in La XXXX XXXX WI : XXXX Escrow account on Citizens mortgage for property taxes and insurance ( XXXX homeowners policy XXXX Time Line XX/XX/XXXX I met with my accountant and financial advisor. Reviewed XXXX tax strategy : In even-numbered years, I pay two years of property taxes so that I can exceed the IRS standard deduction in order to itemize.
XX/XX/XXXX The mortgage on XXXX XXXX XXXX XXXX, La XXXX, WI XXXX is new in XXXX. After my XX/XX/XXXX XXXX tax meeting ( above ), I wanted to verify with Citizens Bank ( the mortgage holder ) that ( 1 ) I was Option 1 for property tax payment ( meaning escrow funds for property tax sent to me as a check to disburse to the City of XXXX XXXX for property tax payment ) and check the amount to be paid from escrow.
To answer those questions, XXXX called Citizens ( XXXX ) XXXX, spoke with a tax agent who told me : I was Option XXXX Citizens didnt have the property tax bill, but check will be sent out about XX/XX/XXXX after property tax bills are issued by the XXXX XXXX XXXX XXXX XXXX
The representative said the amount I could expect is {$4800.00}.
I called the Citizens escrow department using the tax department number ( XXXX ) XXXX, and requested that escrow be removed from my account. The person put in the request and told me I would receive a letter letting me know if I was approved, and would be charged .001 % of principal balance to remove escrow.
The process for removing escrow would likely take 30 days before completed.
XX/XX/XXXX I received this message from Citizens Bank about a property tax payment through the Citizens app ( screen shot below ) : The property tax amount of {$3900.00} ( above ) did not match the amount ( {$4800.00} ) quoted during my XX/XX/XXXX call to Citizens.
Given this information, I was going to be short more than {$900.00}, which I had to come up with on my own, to pay my property taxes.
XX/XX/XXXX Before calling Citizens about the discrepancy in the property tax amounts, I did some research about balances in my escrow account.
On my closing statement for the loan, I paid {$2800.00} for property taxes ( {$400.00} x 7 months ) The amount I paid Citizens escrow account for property taxes with my mortgage for the remaining amount was {$400.00} x XXXX {$2000.00}.
Adding those two numbers together equals : {$4800.00}, which was a few pennies off from what I was quoted by Citizens as the amount available to pay property taxes.
For more than 4 hours, I spoke with Citizens employees in customer service, mortgage services property tax ( 2 times ), escrow, ( 2 times ). No one had any answers and passed me back and forth between the tax and escrow departments. I started asking to escalate the call. Even doing that netted me no answers to the issue. I have pages of notes, but the individuals I have noted include : XXXX XXXX XXXX in customer service, XXXX ( verified it was a check, not an electronic payment, was issued ) XXXX ( insurance department ) ( who got XXXX employee # XXXX XXXX insurance on the line ) XXXX was the hero of this story, he called me back and told me he called the XXXX XXXX Department and was going to talk to the tax department AGAIN ) There were others, but I dont have all the names in my notes.
Most of the time, however, I was on hold.
XX/XX/XXXX After all the frustration with my Citizens call, I reached out via text on XXXX to XXXX XXXX a representative at XXXX Bank, who helped me with the original mortgage, before it was sold to Citizens Bank. I sent him the image ( above ) and what I knew so far, and he said he would escalate it to our account rep.
On XXXX, XXXX texted the following when I asked if he heard anything from Citizens per our account rep they arent able to release further information to me, because the situation has been escalated to the office of the chairman at Citizens bank. I was told a representative from the office of the chairman would personally and directly be in contact with you, however.
XX/XX/XXXX Since I hadnt received the tax bill from the city nor the promised check from Citizens and it wasnt clear from my XXXX call if I would be receiving a check or a error was made with an electronic payment, I wanted to be sure payment hadnt been made from Citizens to the city in error as damage control. I reached out to the XXXXXXXX XXXX XXXX XXXXXXXX and spoke with XXXX in the Treasurers department and XXXX. Both said there was not a check or amount submitted to them for my property or any othersince tax bills hadnt been sent out yet.
Also on XXXX. I received call from a woman who said she was a researcher at Citizens Bank at XXXX XXXX. from the number ( XXXX ) XXXX. I was shopping, and didnt have my notes, and didnt catch her name. I gave her the information I remembered. I assumed that call was the escalated call from the chairmans department that XXXX XXXX told me I could expect.
XX/XX/XXXX I received a call from XXXX in the chairmans department. She said she called me on XXXX and left me a voice mail. She was calling to follow up since she hadnt heard from me. She gave me her phone number ( XXXX ) XXXX. And I reviewed everything above.
Note about alleged XXXX call ( above ) : Subsequent to speaking with her, I looked for the XXXX voicemail she claimed to leave. I have no record of the call, nor a voicemail on my cell phone on that date from anyone from Citizens or any unknown number. I verified that with XXXX XXXX as well. I only had XXXX calls on XXXX, all of them I can identify. I called XXXX back on XX/XX/XXXX, worried that information about my mortgage was left on someone elses phone.
In her XX/XX/XXXX call she told me that the research team would be working on it.
XX/XX/XXXX I received a check from Citizens for {$520.00}, check # XXXX. I don't know why that check was sent. It matches I called XXXX and left a voicemail about it.
Also, I see a credit for {$3900.00} on Citizen 's app on my phone.
XX/XX/XXXX XXXX called. I had to end the call because I was caring for my grandchildren. But she said that {$3900.00} had been " returned to Citizens. '' That amount matches the amount of the check No. XXXX that I received and referenced earlier. That also appears on my app as a credit. The app also says under " upcoming '' that " XXXX XX/XX/XXXX '' is still pending for {$4800.00}, which is the original amount I was promised during my first phone call to Citizens on XX/XX/XXXX. I also learned on the call that emails don't really XXXX immediately. I had sent her a screen shot, but she had not received it. I sent her an email containing the information above, with screenshots, but I don't know if she received that one because of the system screening/censoring emails at Citizens before they are delivered.
XX/XX/XXXX The following message appeared on the Citizen 's app : " Reminder : On XX/XX/XXXX, your payment will increase by {$180.00}. This could be due to a change in your tax and/or insurance payments related to our escrow account or an interest rate adjustment. Please contact us if you have questions.
Since XXXX does not receive my emails immediately because of the screening/censoring function on Citizen 's email system, I left a series of voice mails on XXXX 's line this morning to ( XXXX ) XXXX. The questions were as follows : XXXX. I read her the notice about the mortgage payment increase of {$180.00}. I asked why specifically this amount was being added to my payment.
XXXX. Why, specifically was the amount {$3900.00} sent to me. How was that number calculated. Since the same amount was credited to my account, does that make the check invalid? My taxes are due XXXX XX/XX/XXXX. It's XX/XX/XXXX.
XXXX. Since emails to Citizens are delayed, did you get my first email with a written description of the problem ( above )? Did you finally get my second email asking about the amount of {$3900.00}? How long does it take for emails to be screened? Hours? Days? Weeks?
XXXX. I received a check for {$520.00} no XXXX. What, specifically, was that check sent for. Is it still valid?
Note : The total for the two checks sent is {$4400.00}. Less than the amount {$4800.00}, which was promised to me on the phone on XX/XX/XXXX, and that is posted on the app as pending taxes to be paid.
XXXX. I had asked that the escrow account be closed, which I received a note saying I could do. But now my payments are increasing ( it must be because of escrow, not loan interest since I have a fixed rate mortgage ). I want to know if she contacted the escrow department and when that can be resolved. I don't want to give them more money -- it might make this worse.
XXXX. Last call. I asked her to call me today to assure me that she received my messages and would forward those specific questions to her " internal research team. ''
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| 12/16/2021 |
Yes |
- Checking or savings account
- Savings account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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Citizens Bank has taken {$8800.00} from my individual savings account without authorization or explanation. The banks actions are unethical and illegal. Citizens Bank unauthorized taking stealing of my {$8800.00} is antithetical to the banks stated policies, the history of the account, and legitimate banking practices.
Though I have been a loyal Citizens Bank customer for many years, I believe Citizens Bank is emboldened to take my money because they assume I do not have the means or education to fight a large national bank. Citizens Bank can see that I am the sole account holder without a lot of money in the bank. I am a single mother of XXXX in XXXX, MA working to support and educate my children. The money in my bank account is hard-earned and arduously saved.
Citizens taking of my money has significantly impacted me and my family. I have lost significant work and family time in trying to resolve this issue with the bank. It has caused great XXXX XXXX impacting our holiday season, and placed tremendous financiaXXXX XXXX upon me, with college tuition due for the upcoming semester beginning XX/XX/XXXX.
I have made multiple attempts to resolve this situation with Citizens Bank, both via phone and in-person. Despite this, I have no indication that Citizens Bank is taking any action or has any intent to return the {$8800.00} they have wrongly taken from my account.
On Tuesday evening XX/XX/XXXX, I discovered a withdrawal of {$8800.00} from my individual Citizens Bank savings account. Since I did not make the withdrawal, I followed the procedure Citizens outlined and immediately called XXXX to report this withdrawal as fraudulent.
The Citizens Bank representative, XXXX, said the {$8800.00} withdrawal from my savings account on XX/XX/XXXX was made by Citizens Bank to bring my adult son, XXXX ', overdrawn student checking account to a XXXX balance. There was a mobile deposit of {$9000.00} made to XXXX student checking account on XX/XX/XXXX, overdrawing XXXX account by {$8800.00}. On XX/XX/XXXX, the bank, without authorization or notification, withdrew {$8800.00} ( {$8800.00} + {$20.00} returned check fee ) from my individual unassociated savings account.
My savings account has no association with XXXX account. There is no overdraft on either account. XXXX didnt know the bank withdrew the funds from my account without my authorization, or why they allowed an {$8800.00} overdraft on a student checking account that does not have overdraft. He stated it was because the check was deposited via mobile banking into XXXX account and noted that XXXX opened a fraud claim associated with the mobile deposit and withdrawal of funds from his account. XXXX account and claim are entirely separate from my savings account and have nothing to do with me and my bank account. I asked to speak with a supervisor. After some time on hold, my call was disconnected.
The following morning, Wednesday XX/XX/XXXX, I visited the Citizens Bank branch at XXXX XXXX XXXX and requested to speak with the branch manager. I was told the manager was out, but met with XXXX XXXX He could not determine why {$8800.00} was withdrawn from my unassociated savings account. XXXX placed an internal call & was told that the funds were withdrawn from my savings account because XXXX student checking account is a joint account.
XXXX student checking is not a joint account. It was opened individually, in XXXX name, under his social security number. He is listed as the customer, with all of the account services. According to Citizens Bank Personal Deposit Account Agreement, when an account is joint, each person will have equal authority and rights regarding the account ( page 18 ). I do not have equal authority and rights over XXXX account ; he has account services : ATM card, checks, etc. As I have been told numerous times in the past by Citizens Bank, and just last week by both XXXX and XXXX, I do not even have the authority to remove my name. Correspondence regarding XXXX account overdraft has been sent to XXXX ; the fraud claim is with XXXX. I had no notice of the fraud claim or the {$8800.00} withdrawal from my savings account & subsequent deposit of those funds into his account. Clearly, I do not have ownership or authority over XXXX account.
XXXX suggested that I wait for the fraud claim on XXXX account to be investigated. This is unacceptable. XXXX account and claim have no bearing on me or my savings account. I need my funds restored to my account so that I can pay my childrens college tuition for the upcoming semester beginning XX/XX/XXXX.
I located the original folder and paperwork associated with XXXX account opening on XX/XX/XXXX. This account paperwork identifies XXXX as the customer ( a customer whose account we opened in that particular state or region page 2 ). It shows him as the owner and indicates all account services ( ATM, online banking & bill pay, checks ) are in XXXX name. I permitted XXXX to open his account, but I do not have any account services, as indicated on the Account Services Summary of XX/XX/XXXX.
On Monday morning, XX/XX/XXXX, with this paperwork in hand, I visited the Citizens Bank branch at XXXX XXXX XXXX, XXXX XXXX, where I met with XXXX XXXX, the branch manager. She also could not explain why the funds were withdrawn from my individual savings account. She called an internal assistance line. The woman with whom XXXX XXXX spoke could not explain why the funds were withdrawn from my account. There was no note on file in my account regarding a fraud claim in XXXX account. When XXXX XXXX mentioned that to her, the representative looked into XXXX account, could see a claim, and contacted the Fraud Department for rationale as to why money was withdrawn from my account. No one was available who could explain, so she sent an email requesting an explanation as to why {$8800.00} was withdrawn from my individual savings account.
At close of business on XX/XX/XXXX, I received a call back from XXXX XXXX, who told me that the Citizens Bank Fraud Department reported that they took {$8800.00} from my account because I signed with him in XXXX when XXXX opened the account at XXXX years old. I did give permission for XXXX to open the account in XXXX, an account that by design XXXX could not overdraw. He could not access money that he did not have in the account.
If you dont have sufficient available funds in your student checking account to cover a transaction, it will be declined and, in the case of checks, bill payments and ACH transactions, the item will be returned unpaid. ( https : //www.citizensbank.com/checking/student-checking.aspx ) XXXX account does not have overdraft. It should not permit overdraft. I did not authorize overdraft for his student checking account from my account, yet the bank manager reports that the funds were removed from my account, to cover the overdrawn balance in XXXX account.
XXXX account has never operated this way in regard to overdraft.
XXXX overdrew his account on two occasions in XXXX, XXXX ; two occasions in XXXX, XXXX ; again in XX/XX/XXXX, and in XX/XX/XXXX but at no time did the bank cover these items from my account.
This instance is the very first time since the account opening in XXXX of XXXX that Citizens Bank is treating an overdraft on XXXX account in this way. On XX/XX/XXXX XXXX overdrew his account in a similar scenario, in which there was a {$1000.00} deposit made that had not cleared. The bank did not release the funds.
Yet, in this case, Citizens Bank withdrew funds without authorization or precedent from my savings account, and even charged me a returned item fee for a check deposited into an account I do not own. Overdraft fees and Returned Item Fees are not charged on Student Checking Accounts. This statement is visible in the included overdraft notices.
Even though XXXX account has never operated this way in regard to overdraft, Citizens Bank does not have a rationale for why money was withdrawn from my savings account without authorization. Each person Ive spoken to at the bank has offered a potential explanation, none of which can be supported by the history of XXXX account, or legitimate banking practices.
I can only conclude Citizens Bank made an error in disbursing funds which were not available from a student checking account without overdraft, and then recouped the funds by withdrawing funds from my unassociated account. This is wrong. But despite a phone session and two in-person meetings, I have no indication that anyone at the bank is taking any action, or has any intent, to return the money that was wrongly, and without authorization, taken from my account. Citizens Bank actions are unethical, illegal and stand in defiance of legitimate banking practices.
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| 04/24/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, we closed on a construction-to-permanent loan from Citizens Bank to finance the construction of a custom home in XXXX, Maryland. This is loan number XXXX. Under the terms of the loan we had an 18-month term to construct the house ( construction needed to be completed by XX/XX/XXXX ), during which time we would be paying interest only on the drawn principal while we completed construction on the house. After construction was completed, the loan agreement contemplated that the loan would convert to a permanent loan, amortized over 29 years at the initial rate.
Our initial builder failed to complete construction of the house by XX/XX/XXXX. The terms of the construction loan agreement require us ( the borrowers ) to " take such action and institute such proceedings as shall be necessary to cause and require the Contractor ( and the Contractor 's sureties, if any ), all subcontractors... and all material suppliers to complete their contracts diligently in accordance with the terms of such contracts, including, but not limited to, the correction of any defective Work or Equipment. '' Accordingly, when our builder failed to complete construction of the home within 18 months, we took action against the builder to hold them accountable and instructed Citizens Bank to make no further payments to the builder without our express authorization.
In exchange for an extension fee of {$6500.00}, Citizens Bank agreed to extend our loan by 4 months ( completion by XX/XX/XXXX ) to allow the initial builder to finish work. We required the initial builder to make the payment to Citizens Bank on our behalf as penalty for its breach of its contract with us and the builder agreed.
Four months later, the initial builder again failed to complete the house by the XX/XX/XXXX deadline. As required by our loan agreement with Citizens, we took further legal action against our builder, held them in breach of contract, and terminated the construction contract, and moved towards proceedings against them to recover for damages.
Simultaneously and in full communication with Citizens Bank, we entered into new contracts with other contractors to complete the subject property. Our construction loan had {$180000.00} remaining to be drawn down and we intended to use that money to pay other contractors to complete the property while seeking recovery from the initial builder for funds we paid them for work they never completed.
The initial builder, however, once terminated, spuriously claimed that we owed them money. The builder filed an action against us in Maryland XXXX XXXX, but the Maryland XXXX XXXX refused to hear the builder 's claim against us because the construction contract contains a binding arbitration clause. The XXXX XXXX did not outright dismiss the builder 's claim, however, and instead opted to put the case on indefinite stay pending arbitration.
Citizens Bank unilaterally decided that our contractor 's claims, unproven and unheard, were sufficient reason to freeze any further advances on our construction loan and to refuse to convert our loan to permanent status. Citizens Bank 's own loan documents required us to pursue legal action against our builder for breaching the construction contract and so that is what we did. Citizens Bank 's response was to disallow us access to the remainder of the funds they agreed to lend us to complete the house. This approach makes zero sense as, without access to the funds to finance the project, how were we expected to complete the home in a reasonable amount of time? At the same time, Citizens Bank also informed us that we would continue to be responsible for any extension fees ( roughly {$1600.00} a month ) for each month that the property remained unfinished.
When we asked Citizens Bank what they expected us to do in this impossible situation, they told us that we needed to " release the lien '' placed on our property by our initial builder. We explained to Citizens Bank that there was no lien and that the court had refused to hear the initial builder 's claims because of the existence of the arbitration clause, but Citizens Bank refused to listen to us and continued to insist that we must " release the lien '' even though no lien exists.
Frustrated with the impossible position that Citizens Bank put us in, we decided to finance the completion of the home ourselves by liquidating significant investments and drawing down our retirement savings. We told Citizens Bank what we planned to do, and that we would " repay ourselves '' with the remainder of the loan proceedings that Citizens owed us once the house was complete and they did not raise any objection.
Three months later, in XXXX of XXXX, we completed the construction of the house. We provided all of the documentation and necessary completed permits and approvals to Citizens Bank and asked them to provide us the final advance and convert our loan to permanent status. Citizens Bank still refused to pay us the final advance and again told us that our loan would be frozen until we could " release the lien. '' At this point we engaged two separate Maryland law firms at our own expense to analyze our situation and confirm whether there was any lien attached to our property that could be released. Each firm independently concluded and confirmed to us and to Citizens Bank that there was no lien attached to our property. Under Maryland law, merely filing a petition to obtain a mechanics lien has no effect of encumbering the subject property unless and until the court hears a show cause hearing and determines there is probable cause to establish a lien. As that did not and will not happen because of the existence of the arbitration clause, there is no lien attached to our property. Moreover, even if there were a lien created by the action, Citizens Bank is in no danger whatsoever of losing first priority position of its lien, because under Maryland law any disbursements under a single deed of trust all have the same priority.
Notwithstanding these clear explanations from multiple Maryland law firms, Citizens Bank still refused to advance us the remaining funds, still refused to convert our loan to permanent status, and still told us that we were accruing " extension fees '' for each month that our loan remained in construction status.
In XXXX of XXXX, notwithstanding that Citizens Bank still refusing to move our loan out of " construction status '' we moved into the completed property. Since XXXX of XXXX ( eight months ago at this writing ) we have been going back and forth with Citizens Bank to try and get them to advance us the remaining funds under our loan and convert our loan to permanent status. The house is fully completed. The terms of the contract are met.
Citizens Bank still refuses to make the final advance or convert our loan, or offer any way to move forward with our situation, other than continuing to repeat to us that we need to " release the lien, '' which again is a legal impossibility because there is no lien. While stonewalling us on this front, Citizens Bank continues to charge us interest-only payments on the already advanced principal ( ~ {$3300.00} a month ) while also telling us that we are accruing extension fees ( {$1600.00} ) each month as well. They will accept no payments towards the principal of the loan. The extension fees are accruing but have not been billed to us because the total number of months we will need to " extend '' our loan has yet to be determined because the loan can not convert until we " release the lien. '' So in short, Citizens Bank is charging us {$5000.00} a month in excessive interest and extension fees while refusing to allow us to start making principal payments on our completed home and refusing to advance us the remaining funds that it legally agreed to loan us. Citizens Bank is justifying its incredibly self-serving position by claiming that it does not have to comply with its obligations under the loan agreement until we do something that is literally impossible to do ( release a non-existent lien ) ostensibly in order to protect Citizens Bank from a non-existent risk ( that a mechanics lien could displace it from first lien position XXXX. This has been ongoing for the last 9 months, given that the property was completed in XXXX of XXXX. Moreover and perhaps worse, there is no end in sight because there is literally no way for us to " release '' this non-existent lien, and so Citizens Bank 's position is that they may continue to charge us {$5000.00} a month in perpetuity without reducing the principal on the loan by a single cent until we somehow manage to do the impossible and release this non-existent lien.
|
| 12/05/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I opened my Citizens Bank account in XXXX XXXX XXXX Since starting an account with Citizens, I have overdrafted the account unintentionally and have consistently cured the overdraft within 24 hours with recent exception to a 2 day period in which I did not realize that I had an overdraft. I have banked with my previous institution for over 6 years and they did not offer an overdraft protection program for Debits. I did not realize that Citizens was allowing me to overdraft for debit transactions and was not notified until the following morning ( almost 24 hours later ) that I had overdrafted my account. I understand that it is my responsibility to monitor my account. My fiance and I have had a lot of moving parts with our finances due to the insurance payouts and waiting for payment back from insurance but this is not typical for me to allow my balance to become low. If you look at the monthly average of deposit there is not typically a need for me to be in a deficet nor was I depending on Citizen 's to carry the burden. As stated in the Citizens Personal Banking Terms and Conditions : X. Insufficient Funds, Overdrafts and Returned Items : If you provide your consent, then we reserve the right on a case-by-case basis to authorize and pay, at our discretion, such an ATM item or a non-repeating everyday debit card item, and charge you an Overdraft Fee. However, if you have not permitted us to pay these types of items, then we will decline the transaction and will not charge you an Overdraft Fee.
We are under no obligation to pay an item and create an overdraft. Our honoring of one or more overdrafts does not obligate us to honor any future overdrafts, and you should not rely on us to honor an overdraft even if we have done so in the past As stated above, Citizens at its discretion, authorized the overdrafts on my account. I have never called and asked for the fees to be removed or argued that the overdrafts were not correct. I simply paid the fee whilst bringing my account to current.
Fast forward to XX/XX/XXXX, my XXXX signed his payroll check over to me as he frequently does as he does not do well with transferring, paying his bills etc. I deposited this check on XX/XX/XXXX. I also deposited a check from the owner of the company that I XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ) in the amount of {$20000.00}. Which he has since communicated with his bank XXXX XXXX XXXX XXXX ) is valid and authorized.
The morning of XX/XX/XXXX, I checked my account around XXXX. The negative balance had been cured as my XXXX check had posted. The {$20000.00} check had posted {$200.00} with the rest pending. I had expected that to happen and went on with my morning. About an hour later, I went to use my card at a convenient store and it was declined. I immediately went to log into my mobile app and it said my username & password were incorrect. When I tried to reset my mobile credentials by using my social security number, it said my account could not be found using my social. I checked my missed calls, texts and emails, there were no notifications from Citizens.
I am not concerned about the {$20000.00} check from XXXX XXXX XXXX taking additional time to post. It is not a typical transaction for me although it is valid and authorized.
I am concerned because I have XXXX XXXX bills, and XXXX coming up. I am going to have my electricity and cable turned off, and my housing payment has not been made as it is the first week of the month.
Had my account NOT been frozen, I would have had access to my normal direct deposit of {$2300.00} regardless of if the XXXX check cleared and I would have been able to make arrangements with my current bills. I had to ask my employer to hold my direct deposit and write a check so that these funds would not also be frozen as well. IF i had not contacted my employer in time, I would have had zero access to funds for myself or my family for the last 5 days. Again, I have XXXX XXXX
I immediately called customer service after finding out my card was not working. They told me that my account was under review and I could not use my debit card or mobile banking. From XX/XX/XXXX until today, I have not been contacted by Citizens in any way shape or form to inform me that my account is being held. I have initiated every single conversation asking when my account will be active so that I can pay by bills and cure accounts that are trying to charge my account. I have called and spoken with numerous representatives.
-Telephone Rep : Account is under review and frozen and they can not give me any other information.
-Phone Rep : Account under review need to wait for letter in the next 2-3 days but did not think account would close permanently.
XXXX XXXX XXXX XXXX XXXX : Stated it is likely under review because of XXXX check. When I asked why Citizens is blocking my entire account and not just the check by itself, he said he did not know and that it did not seem right and to wait a couple of days and he was sure everything would be cleared up and I could come in for a new debit card.
Phone Rep : Account is under review, no other information, no deadline as to when I will hear from the bank regarding this freeze. Could take 2 days, could take 1 year. There is no answer that they can provide me. No other party I can speak to.
Phone Rep : I cant tell you why account is under review. The bank can do it for any reason they want based on terms and conditions and they do not have to provide a reason. No deadline. Nobody to speak to.
XXXX Bank Teller : Very nice. Apologized and said this is not right and she feels someone made a mistake. Citizens should not be holding the check and freezing my entire account at the same time. Said to make an appointment with branch manager but that he would not return until XXXX and I told her I could not wait that long to have access to my account. I have obligations to pay my bills from this account and 2 very major bills due at the end of the week.
Phone Rep : Account is under review for fraudulent activity, then when transferred to a supervisor I am told this is not true. When I asked to speak with the back office, I was told by the supervisor that it is not possible for me to speak with them and the supervisor also said that he does not have any contact with them.
XXXX Branch Manager : Called back office and was told it is because of overdrafts. I explained to her our recent flucuations with the insurance company and that this is not typical. I asked if I could talk to someone making these decisions to explain my side. She said no that was not possible. She said that the XXXX check will post on Friday and if Citizens does not reopen my account that I can come and withdrawal the funds and there may be some " other options ''.
I find this odd as I have almost immediately cured any over drafts that Citizen 's authorized themselves and paid the Fees. Most recently {$170.00} paid to citizens in good faith for transactions that Citizens ultimately authorized. If I was in a position that my account may be closed due to overdrafts, why is citizens still allowing them? Why would they not warn me that this could happen or take away the ability to do so.
This is completely hindering my ability to meet my fnancial obligations in terms of essential living and support my XXXX children. My mother has been assisting because she feels she has no choice because I am getting nowhere with the bank at this point.
I have not received any solid information from calls and visits initiaed with Citizens employees but I am even more disappointed that I have not received one notification from Citizens warning me about overdrafts potentially causing account closure ( even when authorized by them and PAID by me ) and I have not received a single notification from Citizens even notifying me that my account is completely frozen.
I would like Citizens to unfreeze my account and allow me to bank the way that I typically do ... Without overdrafting. Finally, our insurance claim is over and I have received this payment from my boss to assist in catching up from this mess of a year. I finally have an opportunity to sort out my financial situation and begin to live normally again, and Citizens blocks my account. It is extremely discouraging- especially when I can not even get a straight answer. I am an honest and hard working person- I deserve an answer or a solution at minimum.
Please provide some information so that I can project the holidays and the upcoming month of finances for myself and my children.
Thank you, XXXX XXXX
|
| 04/26/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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So, without getting overly wordy, I will simply state the facts of the issue.
I signed up for a checking account which had a bonus associated with. The bonus was tiered, in this case the higher the direct deposit received, the higher the bonus would be.
The terms stated that if I opened the account in the month of XX/XX/2019 and received a single direct deposit of over {$2000.00} before XX/XX/2019 then I would receive a {$600.00} bonus by XX/XX/2019. There were also lower tier bonuses that would receive {$200.00} and {$400.00} bonuses for $ XXXX and $ XXXX direct deposits, respectively.
I opened the account as stated in XX/XX/2019. A direct deposit then went into the account of {$1700.00} on XX/XX/2019. A direct deposit of {$2100.00} went into the account on XX/XX/2019. Since this was before the XX/XX/2019 deadline according to the terms, I imagined that I would receive a bonus of {$600.00} since I had gotten a single direct deposit of over {$2000.00}. For some reason, the bonus was actually paid out on XX/XX/2019 but I only received a bonus of {$400.00}. This went against my expectations ( based on the terms ) that the time limit to receive a qualifying direct deposit was by XX/XX/2019 and that the bonus would be paid out after this period ( by XX/XX/2019 ), again all according to the promotion 's terms.
I wrote a message while logged onto the bank 's website explaining the issue on XX/XX/2019 but did not receive a reply except a system automated reply that my message was received. I then responded to this message acknowledgement asking if someone could please let me know what could be done. I received a response asking for more info in regards to the promotion or, the response advised, just to call the customer service number.
I called on Friday XX/XX/2019 and spoke to a representative in regards to the issue. She put me on hold various times explaining that they could not find the promotion I had signed up for but to be patient. I was very courteous and understanding and the rep was also very friendly and courteous. After some time of her investigating with her supervisor, XXXX, she finally came back with an answer about the issue. However, it was more of a reason for which they believed I did not receive the {$600.00} bonus as I was expecting. She explained that, according to her supervisor, the terms and conditions state that only the first direct deposit qualifies for the bonus and that this was clearly written in the terms I had signed up for. I looked over the terms that I had screenshotted/printed and could not find any mention of the wording her supervisor was basing this decision on. I explained that nowhere in the terms that I saw did it have this wording so she asked me to wait and then connected me with her supervisor, XXXX ( as stated earlier ).
XXXX almost instantly began explaining that the terms I had agreed to was that only the first deposit would be the qualifying one. I explained that the terms I saw and signed up for did not state that. She countered that she knew the promotion I was referring to and had seen that wording at the bottom there. I explained again that in the screenshots I had taken, it did not have any of this kind of wording and that furthermore it seemed like the system had given me the bonus earlier than expected. Had the system waited until after the qualifying period ( by XX/XX/2019 ), the higher bonus may have been paid out correctly. I then actually found the original web page that I had used to sign up ( complete with the terms and conditions ) still up and viewable on the CitizensBank.com web site ( XXXX XXXX XXXX ). This should have been more than enough evidence for her to see the terms I had seen and signed-up for. I had offered to give this page to the rep I spoke with originally but she had not said one way or another if she wanted the link. I offered to give the link to XXXX and she agreed to take the link. She seemed like she was writing it down. Since it's a bit confusing to give a web address over the phone I offered to repeat it she she could verify she had the correct address. She said she did not need it again. I then explained, stating that I was not frustrated at her and in a very respectful manner, that it was frustrating as a customer to get so much pushback on a bonus which, in my opinion, I qualified for fairly. She disputed this saying that they had to be very rigid with the bonus wording and that the wording stated that only the first direct deposit counted toward the bonus ( something which she had repeated various times during the conversation ) to which I once again countered by saying that the terms on the web page she could see herself did not say anything like that.
At this point, the following actions she took are something that made the situation more frustrating than it already was. When I explained that these terms were not present on the web page that I had provided to her she explicitly stated that yes she could see the terms and that she would be putting me on a brief 2-3 minute hold. I waited on hold for a few minutes and when she came back she asked me to send the printout/screenshot I had taken. I explained that I would be happy to do this but also explained that the web page I had given her had the same info as when I signed up for the promotion. At this point, she once again explained that they could not do anything because of the wording regarding the first direct deposit being the only one that would count. I was taken aback once again and calmly explained that nowhere in the terms on the page did it say that. She stated that I had not given her any web site. Feeling like I was in an episode of XXXX XXXX XXXX, I paused and then confusedly explained that I had given her the web page already. She stated that the web page had not come up for her. At this point, I was taken aback even more as she had explicitly stated earlier that she was able to see terms on the web page and she had even placed me on a brief hold to review them. Apparently, now she changed that story to saying she could not see the page at all.
I politely offered to verify the page address with her. Turns out she had a few things incorrectly typed in which we clarified/fixed. Once she was able to see the page, she once again said the same as before : she would be looking into this and would be putting me on a brief 2-3 minute hold, almost word for word what she had said earlier.
When she came back, she stated that my only recourse was for me to see if the Marketing Team could help but that she could not do anything because of the wording that was in the terms and conditions ( for the 12th time or so, I had to explain again that this was not in the terms I saw and that I had signed up for and that she herself could see that ).
This was an incredibly frustrating experience and I am simply amazed that rather than just look at the situation and say " hmm, it looks like the system made a small mistake because of the timing and due to the way it handled certain deposits ... we will just fix it and be done with it and have a happy customer. '' Instead, I am pointed to non-existent wording/terms as the reason why my issue can not be resolved. Furthermore, I will just add one more thing : the way that the initial rep came back excitedly over discovering the reason why ( they believed ) I had not received the bonus was very frustrating. Once she had given me the reason, she said nothing more and expected me to just go away I believe ( finding the reason was her resolution for me ). I work in XXXX and this would be almost as if someone came to me with a non-working laptop and asked for my help. After asking them to wait for almost an hour, I would come back to them and say " oh! it looks like the laptop is not working because the hard drive broke. Well, here 's your broken laptop back! ". Would they be satisfied with that resolution? No, of course not, they expect me to fix the issue ( a reason why it broke is sometimes desired but they didn't come to me for a reason, they came to me for a resolution ).
Throughout the entire call, I was very polite and calm, but definitely very frustrated by what it seemed like was the bank 's way of trying any possible way they could to not have to help.
I also just need to say, I am very sorry for the wordy explanation and also ... thank you very much for the help from everyone at the CFPB! This is my first time ever needing to get help through here and it has been a very painless experience thus far. Thank you so much for your service, once again.
|
| 01/28/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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The Honorable XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX and XXXX XXXX, XXXX.
XXXX, XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to https//complaint.consumerfinance.gov/submit-a-complaint CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX , I present to you my 16th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 18th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 18th Complaint Citizen Bank XXXX XXXX Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank XXXX XXXX Staff Has Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR HAVING {$1200.00} AVAILABLE FINDS TO PAY THE XX/XX/XXXX {$1200.00} AUTOPAY ON XX/XX/XXXX, WITHIN THE 15 DAY GRACE PERIOD CITIZENS BANK GIVES CUSTOMERS TO MAKE THEIR LOAN PAYMENT WITHOUT ANY PENALTY OF ANY KIND INCLUDING NO LATE FEES, PER XXXX XX/XX/XXXX CALL WITH HOME EQUITY LOAN REPRESENTATIVE XXXX, REFERENCE # XXXX XXXX. Moreover, XXXX XXXX XX/XX/XXXX addition to her XX/XX/XXXX addition to her XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX & Is Charging Me Additional Principal That XXXX Has Never Submitted A New Home Equity Loan Application For Nor Has Citizens Bank Granted XXXX A New Home Equity Loan.
IMPORTANT POINT : THE HONORABLE XXXX XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE TO PAY THE LATE CHARGES CITIZENS BANK HAS BILLED XXXX XXXX AND XXXX XXXX XXXX FOR & AT BILLING ADDITIONAL PRINCIPAL LOAN SUMS WHEN XXXX XXXX & XXXX XXXX XXXX HAVE NOT APPLIED FOR A NEW HOME EQUITY LOAN AFTER BEING GRANTED ONE BY CITIZENS BANK IN XX/XX/XXXX!!!!!!!!
XXXX XXXX freely believes the Citizens Bank XXXX XXXX Vice President & Operations Manager XXXX XXXX with support by Citizens Bank XXXX XXXX staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX charging a Late Charge Assessed of {$36.00} on XX/XX/XXXX and a Past Due Payment of {$360.00} on the Citizens Bank Home Equity Loan XXXX Statement dated XX/XX/XXXX.
Please find documentation for XXXX XXXX XX/XX/XXXX 18th Complaint : XX/XX/XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$7700.00} [ {$1200.00} + {$360.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$360.00} + Past Due Payment {$6100.00} = Total Amount Due {$7700.00}.
Amount Past Due {$6100.00} + Late Charges Due {$360.00} = Total Amount Due {$7700.00}.
XX/XX/XXXX Late Charge Assessed {$36.00} XX/XX/XXXX Statement Sent to XXXX XXXX and XXXX XXXX XXXX.
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE XXXX LATE CHARGES DUE {$400.00} TOTAL AMOUNT PAST DUE {$6500.00} IMPORTANT NOTES FOR YOUR PRICELESS REVIEW : XXXX XXXX BELIEVES CITIZENS BANK OFFICIALS HAVE ADDED ADDITIONAL PRINCIPAL SUMS & LATE CHARGES XXXX XXXX & XXXX XXXX XXXX WHEN XXXX XXXX HAS HAD {$1200.00} AVIALABLE AUTOPAY FUNDS CITIZENS BANK ACTS TO NOT WITHDRAW & XXXX XXXX & XXXX XXXX XXXX HAVE NEVER FILED A HOME LOAN OF ANY TYPE FOR NOR HAVE XXXX XXXX & XXXX XXXX XXXX EVER GOTTEN ADDITIONAL PRINCIPAL SUMS FOLLOWING THEIR XX/XX/XXXX HOME EQUITY LOAN & XX/XX/XXXX HOME EQUITY LINE OF CREDIT. MOREOVER, XXXX XXXX HAS WITNESSED WRITTEN CITIZENS BANK HOME EQUITY LOAN XXXX MONTHLY STATEMENTS & LETTERS STATING AMOUNT PAST DUE & LATE CHARGES DUE & TOTAL AMOUNT PAST DUE WITH FULL {$1200.00} MONTHLY AUTOPAY SUMS, CALCULATED BY ADDING A PRINCIPAL PAYMENT & INTEREST PAYMENT FOR THAT MONTH, ADDED INTO PAST DUE PAYMENTS AMOUNTS DOCUMENTING CITIZENS BANK OFFICIALS ARE ADDING MONTHS PRINCIPAL PAYMENTS CHARGING ADDITIONAL PRINCIPAL SUMS XXXX XXXX & XXXX XXXX XXXXXXXX HAVE NEVER FILED FOR NOR GOTTEN FROM CITIZENS BANK INTO THE CITIZENS BANK WRITTEN OWED PAST DUE AMOUNTS. FINAL IMPORTANT POINT : CITIZENS BANK OFFICIALS DID NOT CALCULATE MONTHS INTEREST CHARGES ALONE & ADDED THE MONTHS PRINCIPAL AMOUNT FOR THE THREE XX/XX/XXXXMONTHS XXXX XXXX DID NOT HAVE AVAILABLE FUNDS FOR PERSONS FREELY AGREEING TO BUY XXXX ORIGINAL ANTIQUE FURNITURE ITEM TWO DAYS BEFORE THE END OF THE MONTH SUDDENLY STATED THEY DECIDED TO NOT BUY XXXX ORIGINAL FURNITURE & THE ONE XX/XX/XXXX MONTH XXXX XXXX COULD NOT PAY FOR CITIZENS BANK VIOLATED XXXX INSTRUCTIONS, COMPLAINT XXXX & THE MONTHS AT THE END OF XX/XX/XXXX WHEN CITIZENS BANK OFFICIALS DID NOT WITHDRAW XXXX AVAILABLE {$1200.00} WITHIN FIFTEEN DAY ALLOWED GRACE PERIOD : XXXX XXXX XX/XX/XXXX 8th Complaint Citizen Bank XXXX XXXX With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking {$1200.00} Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of {$290.00} Principal + {$220.00} Interest = {$520.00} NOT {$1200.00} For XXXX XXXX Had Paid A {$1100.00} Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan. For This Citizens Bank XXXX XXXX With Home Equity Loan Department Act Violating XXXX XXXX DetailedXX/XX/XXXX Payment Statement, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations.
XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank XXXX XXXX Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank XXXX XXXX Staff Of The Citizens Bank Home Equity Loan Department Have Freely violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank XXXX XXXX Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK XXXX XXXX OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY XXXX XXXX VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE XXXX XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX & XXXX XXXX XXXXXXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY XXXX OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX. AND XXXX XXXX WANTS ALL CITIZENS BANK XXXX XXXX OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST EXPECIALLY XXXX XXXX VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO CORRECTLY CALCULATE PAST DUE AMOUNTS WITHOUT XXXX RED XXXX OF MONTHS PRINCIPAL SUMS XXXX XXXX & XXXX XXXX XXXX HAVE NEVER SUBMITTED A LOAN APPLICATION FOR NOR HAVE GOTTEN FROM CITIZENS BANK.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 18th Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX XXXX
|
| 07/16/2017 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Need information about your loan balance or loan terms
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|
Web |
Older American |
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In XX/XX/XXXX , my daughter, XXXX XXXX , applied for and received XXXX student loans from Citizens Bank in Rhode Island, having been encouraged to do so by her college, XXXX XXXX XXXX XXXX XXXX . I cosigned those loans. Citizens Bank had the loans serviced by XXXX . XX/XX/XXXX , C itizens Bank stripped my accounts ( about {$24000.00} ) without contacting me in any way prior to doing so. I believe that this occurred due to an error on the part of the bank, but the bank will not discuss this with me nor send me any statements of the loan accou nt. XX/XX/XXXX to XXXX XXXX graduated, but was unable to find work in her field, and although she was working, was not able to meet the demands of her student loans including the loans with Citizens. She had no difficulty working with the other loan originators, only XXXX and Citizens.
She communicated with XXXX regularly but subsequently we renegotiated the loans with the Access Center at Citizens Bank. That arrangement was $ XXXX /month for each loan totaling {$50.00} monthly without interest. We could not receive written documentation of this.
XXXX Citizens refused to send statements or give me access to the account because I was not the primary borrower, but I was assured that Citizens would be servicing the loan going forward. I wrote to the President of Citizens bank informing him that the service XXXX provided was less than stellar since I had not received telephone calls that the loan was behind or in default and I would have made payments for my daughter ; and that I was concerned that I would have no access to the account information going forward. I did not receive a reply ; thus, I relied on my daughter to notify me if she was having difficulty, but expected Citizens to notify me of any issues as they had stated during our conversation.
I subsequently learned that XXXX also had no access to statements or on-line activity and could only make payments by telephone or check. She chose to make monthly payments initially by check but primarily by telephone, but the process was tedious. It generally took her hour each time to provide all the required information for the loan and make her payment from her XXXX XXXX XXXX account since they did not keep her information from payment to payment.
XXXX to XXXX She made all her payments in full and in a timely fashion. She did this until they offered her an opportunity for automatic deductions from her account duri ng the Fall of XXXX . At that time, she filled in the appropriate paperwork and was happy t o be able to do so. The payments were to begin on XX/XX/XXXX . At the end of that month, o n XX/XX/XXXX Citizens called her as they had not received a payment and told her that sometimes it takes a while to go through. She therefore paid for XXXX and XXXX as per her usual routine ( she was a month ahead in payments ). At that time her balance on one loan was approximately {$7000.00} and the other was {$9000.00}, at least, per what she was told over the phone from the representative. Remember we had no access to see any accountings or statements. On XX/XX/XXXX , XXXX deductions were made from her XXXX XXXX XXXX account, each in the amount of XXXX to Citizens Bank. XXXX noted that the automatic payments were now in effect and was happy.
XX/XX/XXXX On XX/XX/XXXX , I began my usual routine of paying my bills, when I noticed that my checking account was short approximately {$3000.00}. I queried Citizens bank and learned that a deduction had been made for {$3000.00} from the bank itself! I couldnt imagine how this could happen and was incensed that the bank would take XXXX XXXX dollars without speaking with me. I was livid and proceeded to the bank to investigate the situation. I learned that not only had they taken XXXX XXXX from my checking account, but ~ {$20000.00} from my savings. They had stripped my accounts to XXXX ! The XXXX and money that I had in checking was from my paycheck deposit the prior day. This means that they took the following : Checking : {$2900.00} Savings : {$20000.00} Subsequently, on the same day, we received certified letters. One letter noted that {$2900.00} had been deducted from my checking accou nt on XX/XX/XXXX . T he second letter noted that {$10000.00} had been deducted from my savings account on the same day, and the third letter was to my daughter XXXX , stating that it had set off a loan # XXXX which satisfied all or part of the outstanding debt in the amount of {$10000.00}. Since this was Saturday we could not pursue it further. I was unable to pay my bills. XX/XX/XXXX XXXX and I went to the Access Center in XXXX , RI to discuss this with them. Although we could reach XXXX on the telephone who was in the building we were not able to see him in person, nor were we able to see a statement of the account. He directed us to another telephone number. That person directed us to send a letter, but could not tell us where to send it. All telephone numbers given to us ( there were many ) led to no information.
We went to a branch of Citizens and spoke with the Branch Manager, XXXX XXXX . XXXX tried to be helpful, but after many telephone calls, and two pages of notes, she was unable to tell us if the loan is now satisfied, nor provide us with a statement of activity on the loans. She opened case # XXXX , and told us the only thing we could do to see the loan was go to XXXX XXXX . Again, I was enraged to learn that XXXX had been servicing this loan for the second time and inappropriately managed the situation. We tried to access the loan at XXXX but we were unable to do so, although after arguing with them, several days later we could access through a secured site, but were only able to see the activity between XXXX and XXXX when the loan was returned to Citizens Access Center. That information, by the way is inaccurate according to our accountings.
XXXX also told us that we should send a letter to get a statement, but did not know who to send the letter to.
On the same day, my brother wrote a letter on my behalf to XXXX XXXX XXXX , CEO of Citizens bank, stating the situation and requesting an explanation of the actions and contact within 48 hours. I received a call from XXXX XXXX from the Office of the XXXX stating that this was being investigated. I requested a rendering of the account from XXXX to present.
XX/XX/XXXX I c alled XXXX and left a message requesting an updat e. XX/XX/XXXX I cal led XXXX and left a message requesting an update. Later that afternoon XXXX called me and stated that the bank would not return the money. She would not state that they had even explored the problem, but just that the head of the Debit Management Department had said no. I inquired as to what my next step could be with the bank, and she told me to write a letter ; however, she was unwilling to give me the name of the head of the Debit Management Department who had just said no, nor any other head of department. She could not provide a statement of the loan accounts. I have written a letter to Citizens Band, but Im highly doubtful that I will receive a response.
To date I have not received a rendering of the loan, documentation of its discharge, nor any documentation of the remaining {$9900.00} that has been evacuated from my account or the approximately {$3000.00} unexplained disappearance. I also am named on my fathers accounts and fear that they will attach his money. He is XXXX years old. Together, we have been customers in very good standing of Citizens Bank since XXXX .
This whole situation is reprehensible! Also, I am sure I am not the only one that this has happened to if one can infer from the comments that have been made during telephone calls. I wish that this matter be resolved in an efficient and satisfactory manner. I have been a customer of Citizens Bank since XXXX , having had mortgages, equity loans, car loans and the like and have never been late with any payment. They never contacted me by any means. I truly do not understand this. Please help me to discover specifically what has happened and recover my money.
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| 01/20/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX and XXXX XXXX, XXXX.
XXXX, XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to https//complaint.consumerfinance.gov/XXXX CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 16th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 16th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXXXXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX 16th Complaint Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Has Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR HAVING {$1200.00} AVAILABLE FINDS TO PAY THE XX/XX/XXXX {$1200.00} AUTOPAY ON XX/XX/XXXX, WITHIN THE 15 DAY GRACE PERIOD CITIZENS BANK GIVES CUSTOMERS TO MAKE THEIR LOAN PAYMENT WITHOUT ANY PENALTY OF ANY KIND INCLUDING NO LATE FEES, PER XXXX XX/XX/XXXX CALL WITH HOME EQUITY LOAN REPRESENTATIVE XXXX, REFERENCE # XXXX. Moreover, XXXX XXXX XX/XX/XXXX addition to her XX/XX/XXXX addition to her XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint CitizenXXXX Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX & Is Charging Me Additional Principal That XXXX Has Never Submitted A New Home Equity Loan Application For Nor Has Citizens Bank XXXX XXXX A New Home Equity Loan.
IMPORTANT POINT : THE HONORABLE XXXX XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE TO PAY THE LATE CHARGES CITIZENS BANK HAS BILLED XXXX XXXX AND XXXX XXXX XXXX FOR & AT BILLING ADDITIONAL PRINCIPAL LOAN SUMS WHEN XXXX XXXX & XXXX XXXX XXXX HAVE NOT APPLIED FOR A NEW HOME EQUITY LOAN AFTER BEING GRANTED ONE BY CITIZENS BANK IN XX/XX/XXXX!!!!!!!!
XXXX XXXX freely believes the Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX with support by Citizens Bank Consumer Finance staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX charging a Late Charge Assessed of {$36.00} on XX/XX/XXXX and a Past Due Payment of {$330.00} on the Citizens Bank Home Equity Loan XXXX Statement dated XX/XX/XXXX.
Please find documentation for XXXX XXXX XX/XX/XXXX 16th Complaint : XX/XX/XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$7600.00} [ {$1200.00} + {$330.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$330.00} + Past Due Payment {$6100.00} = Total Amount Due XXXX
Amount Past Due {$6100.00} + Late Charges Due {$330.00} = Total Amount Due XXXX
XX/XX/XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX.
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE XXXX LATE CHARGES DUE {$360.00} TOTAL AMOUNT PAST DUE {$6500.00} IMPORTANT NOTES FOR YOUR PRICELESS REVIEW : XXXX XXXX BELIEVES CITIZENS BANK OFFICIALS HAVE ADDED ADDITIONAL PRINCIPAL SUMS XXXX XXXX & XXXX XXXX XXXX HAVE NEVER FILED A HOME LOAN OF ANY TYPE FOR NOR HAVE XXXX XXXX & XXXX XXXX XXXX EVER GOTTEN ADDITIONAL PRINCIPAL SUMS FOLLOWING THEIR XXXX, XXXX HOME EQUITY LOAN & XXXX, XXXX HOME EQUITY LINE OF CREDIT. MOREOVER, XXXX XXXX HAS WITNESSED WRITTEN CITIZENS BANK HOME EQUITY LOAN XXXX MONTHLY STATEMENTS & LETTERS STATING AMOUNT PAST DUE & LATE CHARGES DUE & TOTAL AMOUNT PAST DUE WITH FULL {$1200.00} MONTHLY AUTOPAY SUMS, CALCULATED BY ADDING A PRINCIPAL PAYMENT & INTEREST PAYMENT FOR THAT MONTH, ADDED INTO PAST DUE PAYMENTS AMOUNTS DOCUMENTING CITIZENS BANK OFFICIALS ARE ADDING MONTHS PRINCIPAL PAYMENTS CHARGING ADDITIONAL PRINCIPAL SUMS XXXX XXXX & XXXX XXXX XXXX HAVE NEVER FILED FOR NOR GOTTEN FROM CITIZENS BANK INTO THE CITIZENS BANK WRITTEN OWED PAST DUE AMOUNTS. FINAL IMPORTANT POINT : CITIZENS BANK OFFICIALS DID NOT CALCULATE MONTHS INTEREST CHARGES ALONE & ADDED THE MONTHS PRINCIPAL AMOUNT FOR THE THREE XX/XX/XXXX MONTHS XXXX XXXX DID NOT HAVE AVAILABLE FUNDS FOR PERSONS FREELY AGREEING TO BUY XXXX ORIGINAL ANTIQUE FURNITURE ITEM TWO DAYS BEFORE THE END OF THE MONTH SUDDENLY STATED THEY DECIDED TO NOT BUY XXXX ORIGINAL FURNITURE & THE ONE XX/XX/XXXX MONTH XXXX XXXX COULD NOT PAY FOR CITIZENS BANK VIOLATED XXXX INSTRUCTIONS, COMPLAINT XXXX & THE MONTHS AT THE END OF XX/XX/XXXX WHEN CITIZENS BANK OFFICIALS DID NOT WITHDRAW XXXX AVAILABLE {$1200.00} WITHIN FIFTEEN DAY ALLOWED GRACE PERIOD : XXXX XXXX XX/XX/XXXX 8th Complaint Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking {$1200.00} Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of {$290.00} Principal + {$220.00} Interest = {$520.00} NOT {$1200.00} For XXXX XXXX Had Paid A {$1100.00} Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan. For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX Detailed XX/XX/XXXX Payment Statement, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations.
XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank Home Equity Loan Department Have Freely violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK CONSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE XXXX XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX & XXXX XXXX XXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY PENNY OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX. AND XXXX XXXX WANTS ALL CITIZENS BANK COMSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST EXPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO CORRECTLY CALCULATE PAST DUE AMOUNTS WITHOUT ONE RED CENT OF MONTHS PRINCIPAL SUMS XXXX XXXX & XXXX XXXX XXXX HAVE NEVER SUBMITTED A LOAN APPLICATION FOR NOR HAVE GOTTEN FROM CITIZENS BANK.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 16th Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX XXXX
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| 12/22/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX XX/XX/XXXX submitted https//complaint.consumerfinance.govXXXX ID For 26th Complaint Sent To Citizens Bank XXXX-.
The Honorable XXXX XXXX Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX and XXXX XXXX, XXXX.
Washington, D.C. XXXX & XXXX XXXX XXXX, Chairman, President & CEO & Assistant Vice President XXXX XXXX RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX, XX/XX/XXXX email to https//complaint.consumerfinance.govXXXX CEO XXXX XXXX XXXX & Assistant Vice President XXXX XXXX , XX/XX/XXXX email from CFPB to XXXX & XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX- XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX- XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX- XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX-XXXX Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX & Assistant Vice President XXXX XXXX , I present to you my 26th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 26th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX XX/XX/XXXX XXXX Complaint Citizen Bank XXXX XXXX, Chairmans Office, With Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Have Acted Without Merit VIOLATING THE CITIZENS BANK HOME EQUITY LOAN XXXX CONTRACT TERMS & CONDITIONS BY XXXX XXXX & XXXX XXXX. XXXX NOT RECEIVING OR GETTING IN ANY MANNER CITIZENS BANK HOME EQUITY LOAN XXXX MONTHLY STATEMENTS FOLLOWING THEIR GETTING THE CITIZENS BANK HOME EQUITY LOAN XXXX STATEMENTAND XXXX FROM XXXX BANK UPON CITIZENS BANK WORK STOPPING AT XXXX XXXX XXXX ON XX/XX/XXXX TO SEE IF ANYONE WAS LIVING AT THE HOUSE CAUSING XXXX XXXX & XXXX XXXX. XXXX TO BELIEVE CITIZENS BANK HAD DETERMINED TO NO LONGER TAKE MONTHLY AUTOPAYS OR ANY PAYMENTS FOR NOTHING IS OWED FROM XXXX XXXX CHECKING ACCOUNT FOR THE CITIZENS BANK HOME EQUITY LOAN XXXX AND SAID BELIEF OF XXXX XXXX AND XXXX XXXX XXXX WAS CONFIRMED BY THEIR GETTING A XX/XX/XXXX CITIZENS ONE HOME LOANS LETTER DECLARING CITIZENS ONE HOME LOANS PAYMENTS ARE NOT ACCEPTED AT ANY CITIZENS BANK BRANCH. AND DECLARING, ALL OF WHICH NEITHER XXXX XXXX NOR XXXX XXXX. XXXX HAVE EVER AGREED TO IN WRITING NOR BY A VOCAL STATEMENT, WE ARE TRANSFERRING THE SERVICING OF YOUR HOME EQUITY LINE OF CREDIT OR HOME EQUITY LOAN FROM CITIZENS BANK TO CITIZENS ONE HOME LOANS. CAUSING XXXX XXXX & XXXX XXXX XXXX TO BELIEVE THESE DOCUMENTED ACTIONS BY CITIZEN BANK XXXX XXXX, CHAIRMANS OFFICE, WITH CITIZENS BANK CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX WITH SUPPORT BY CITIZENS BANK CONSUMER FINANCE STAFF, XXXX XXXX & XXXX XXXX. XXXX BELIEVE, DOCUMENT SAID CITIZENS BANK OFFICIALS ACTS OF VIOLATIONS OF THE CITIZENS BANK HOME EQUITY LOAN XXXX CONTRACT TERMS & CONDITIONS & THEFT OF XXXX XXXX XXXX WITH PRICELESS XXXX PAGE, CORNET OF THE XXXX XXXX & XXXX XXXX FOREVER DECLARING INDEPENDENCE XXXX XXXX XXXX XXXX TO BE SPECTACULARLY NOTED, XXXX XXXX & XXXX XXXX. XXXX FREELY BELIEVE CITIZEN BANK XXXX XXXX, CHAIRMANS OFFICE, WITH CITIZENS BANK CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX WITH SUPPORT BY CITIZENS BANK CONSUMER FINANCE STAFF HAVE ACTED UNREASONABLY & WITHOUT MERIT & FREELY VIOLATED FEDERAL FINANCE & BANKING & CONSUMER REGULATIONS & FREELY VIOLATED CITIZENS BANK HOME EQUITY LOAN XXXX CONTRACT TERMS & CONDITIONS & ANY ACTS OF THEFT OF PROPERTY WHEN SAID PARTIES GIVEN ABOVE FREELY ACTED DOCUMENTED ABOVE.
XXXX XXXX & XXXX XXXX XXXX documentation for their beliefs given above.
Last Citizens Bank Home Equity Loan Statement Gotten by XXXX XXXX & XXXX XXXX. XXXX in XX/XX/XXXX, XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$9000.00} [ {$1200.00} + {$440.00} + {$7300.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$440.00} + Past Due Payment {$7300.00} = Total Amount Due {$9000.00}.
Amount Past Due {$7300.00} + Late Charges Due {$440.00} = Total Amount Due {$9000.00}.
XX/XX/XXXX Late Charge Assessed {$36.00} XXXX XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX.
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$7300.00} OTHER FEES DUE XXXX LATE CHARGES DUE {$470.00} TOTAL AMOUNT PAST DUE {$7800.00} XX/XX/XXXX XXXX, XXXX, Stopped At XXXX XXXX XXXX, XXXX, Massachusetts To See If Anyone Living In House Between XXXX XXXX XXXX, when XXXX XXXX was not home, on XX/XX/XXXX XXXX XXXX heard a citizen knocking at the door.
XXXX went to the front door & was a bit stunned to see an unknown female by the front door with her car parked in the driveway by the road.
XXXX petitioned the unknown female for her name & why she was here.
The unknown female offered to XXXX her name was XXXX & she would not tell him her last name & she was from XXXX to see if anyone was living in the house.
XXXX then petitioned XXXX to state for him what XXXX was & XXXX answer a bank.
XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking & Finance & Consumer Regulations & Federal Laws Prohibiting Violations of Home Equity Loan Contract Terms & Conditions & Theft of Property For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking & Finance & Consumer Regulations Do Not Allow XXXX XXXX, Chairmans Office, with Citizens Bank Consumer Finance With Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank Home Equity Loan Department to ACT TO Freely VIOLATE Federal Banking Regulations & Federal Laws Not Allowing Violations of Home Equity Loan Contract Terms & Conditions & Theft of Property For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Chairmans Office Staff With Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. Finally for these actions by Citizens Bank officials never agreed to by XXXX XXXX & XXXX XXXX. XXXX in writing nor by a verbal statement, XXXX XXXX & XXXX XXXX. XXXX believe Citizens Bank will not be taking any more payments for nothing is owed for Citizens Bank Home Equity Loan XXXX with co-borrowers XXXX XXXX & XXXX XXXX. XXXX.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 26th Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX XXXX
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| 12/28/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX of XXXX I became incredibly sick ( XXXX ) and after XXXX weeks of progressively getting worse, I contacted my mortgage company, Citizens XXXX XXXX XXXX to enter into their forebearance program for those impacted by Covid-19. On XX/XX/XXXX, I was admitted to the hospital for a XXXX. I spent the following months in speech, physical, and occupational therapy. Even today, I still attend weekly occupational therapy due to a cognitive communicating deficit from my XXXX. In the months that followed my XXXX, I kept in contact with my mortgage servicer, and I let them know what was going on. They were more than happy to extend my mortgage forebearance as I gradually went back to work.
On XX/XX/XXXX I contacted Citizens One to let them know I felt confident that I could resume making my full mortgage payments, but that I could not pay back the lump sum forebearance amount. They let me know that there were several repayment options, and that they could have an answer to me within 30-60 days max, and that they would extend my forebearance until they approved everything. They also gave me there loan solutions website to upload loan modification documents for them to review. In XXXX I had all of the requested documents uploaded, and uploaded other documents whenever they were requested.
Whenever I asked if I should resume making payments while under review, I received several conflicting answers. From then until now I have been told that : my forebearance would end if I made a payment, that they can't accept payments but loss mitigation probably could, that I should save my money, that they wouldn't if they were in my shoes, and that it doesn't change anything if I do. I took their suggestions seriously, and did not make payments as they are required by law to help me avoid foreclosure.
By XX/XX/XXXX I submitted a hardship letter, along with any documention they requested. I checked in with them at least biweekly, and was told repeatedly that it's almost finished.
By XX/XX/XXXX I was told that I would receive documents for a deferment that needed to be notarized and sent back but they weren't allowed to tell me if it was approved or not. I never received those documents. By the end of XX/XX/XXXX, I was told that I was not approved and they were looking at other options.
I then called XXXX XXXX on XX/XX/XXXX and was told by XXXX that I was approved on XX/XX/XXXX to resume making payments. When I explained to her that I had called XXXX prior times in XXXX she retracted her statement and transferred me to loss mitigation.
On XX/XX/XXXX I was told that I would not lose my FHA protections if they sent me the loan modification documents late.
On XX/XX/XXXX I reached out to XXXX to get help with with Citizens One XXXX XXXXs. They explained to me on a conference line with XXXX that I was approved for a loan modification, but that it never made it to investors so they had to start over.
On XX/XX/XXXXXXXX XXXX XXXX representative and myself finally were told by XXXX with Citizens One that I was approved for an FHA Standalone Partial Claim and that I would begin making payments on XX/XX/XXXX for the amount of {$1200.00}, and that my entire past due amount would be due when I finish paying off my loan with Citizens One. I was also told I should receive the loan modification documents in a couple days. Again I never received them.
After several phone calls with Citizens One requesting for an update on where my documents were, I got XXXX involved again. On XX/XX/XXXX we called Citizens One and spoke with XXXX who said I was approved, but the dates were projected and I never should have been told it was approved. She then told me XXXX 's notes show that she told me it was in the process of being approved which is not correct. She also stated that I don't need to make payments because it will just go in a suspense account until the loan is modification is signed and notarized. She told us to call back on XX/XX/XXXX to check in.
On XX/XX/XXXX a XXXX representative and I contacted Citizens One and the representative stated that my loan modification has been approved for the FHA Standalone XXXX XXXX XXXX XXXX amount of {$24000.00} by both the bank and investors. I was then told that my payments resumed XX/XX/XXXX in the amount of {$1200.00}. I made a payment that day and authorized for that payment to be applied to the month that my loan modification was approved for ( XX/XX/XXXX. ) This all initially showed up showed as a payment applied for XX/XX/XXXX in a suspense account. On XX/XX/XXXX my loan activity showed that the payment was later applied to XXXX of XXXX. I was finally told to call back that Friday to see if the documents were sent and to get the Fed XXXX tracking number.
On XX/XX/XXXX a XXXX representative and myself called XXXX XXXX and spoke with XXXX who XXXX us that he can see that the loan is approved in the system, and to call back Monday to see if they had sent the documents.
On XX/XX/XXXX a XXXX representative and myself called XXXX XXXX and spoke with XXXX. We were told that the loan modification document was there and that it was ready to be sent out. He advised us to call back in a couple days to get the tracking number.
On XX/XX/XXXX I contacted XXXX XXXX and spoke to XXXX who told me the loan was ready to be sent out, but he would send an email to get it escalated. He said that a request had already been put in, and that he believed that I should have the document by next week. I was advised to call back in a couple days.
In XX/XX/XXXX I contacted XXXX XXXX and spoke with XXXX who told me that that yes my loan is still approved, that the documents are ready to be sent out, and that I should receive by the next week and to call back for a tracking number.
On XX/XX/XXXX I contacted Citizens XXXX and spoke with XXXX who told me that after hour there was an update to the system on XX/XX/XXXX after hours and that my loan was still under review and wouldn't start until XXXX of XXXX. He then told me the terms of my loan modification had changed. I was then told it was initially approved in XXXX, and then he changed it and said I was approved it XXXX. None of this is correct unless they lied to me during previous calls. He also told me that reps don't put notes in the system as I was told by XXXX in XXXX. I requested to speak to a supervisor, and was told that a supervisor would call me by XXXX. I had to request XXXX other times to speak to a supervisor call me. I did not receive a call until XX/XX/XXXX.
I have spoken to several reps and XXXX a supervisor with Citizens One who told me that there is no way for me to contact her, or use her extension number but that she would personally call me with updates. As of now I have not received any calls.
To date I have been told on XXXX separate occassions that, yes I was approved for an FHA standalone partial claim, and that I should receive documents to sign and notarize within a week. After repeatedly calling to see if the documents were sent, they would backtrack and tell me that they were still under review. As of last week I can't even view my loan activity because of my loan status which is their doing.
Citizens One has repeatedly engaged in deceptive behavoirs, and misadvised me. I feel that they have taken advantage of my cognitives deficits that I previously disclosed verbally and in writing due to my covid related XXXX. I also feel that they have diacriminated against me due to my medical diagnosis. They have made no efforts to make accomodations for my cognitive deficit. On top of that, the stress alone has nearly put me in the hospital. Calling them has become so stressful that I am scared to contact them without a XXXX HOPE repreaentative on the line to help me.
If Citizens One responds by saying it is all a misunderstanding, that is unacceptable. I am happy to show otherwise by providing phone recordings and there transcripts for all phone calls dating back to XXXX of XXXX in a courtroom setting if necessary.
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| 12/28/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/XXXX @ XXXX eastern standard time. I XXXX XXXX XXXX deposited into my personal Citizens Bank Savings account ending in XXXX, a treasurer 's check from XXXX XXXX XXXX XXXX XXXX in the amount of {$190000.00}. I received receipt of this deposit as well as a notice of hold informing me that a portion of this deposit in the amount of {$190000.00} was being put on hold and will be available on XX/XX/XXXX. On XX/XX/XXXX, I contacted the customer service department of Citizens Bank and spoke with a representative and then I was put on hold for a few minutes. When the representative came back on the line, she informed me that I was going to be transferred to someone in corporate security. I spoke to a gentleman, he informed me that the deposit has been placed on an extended hold. I asked why and explained that the receipt is showing the funds should've been cleared the day before. He said that because of the large amount of the check, it would need to be verified by the issuing bank that the funds are available. I said this does not make any sense because this is a treasurers/cashiers check and that these types of checks clear in less than XXXX hours because the funds are made available immediately and that is the reason for these types of checks. He told me that I just need to be patient and wait and someone will contact me when everything is cleared up. I gave them a few days before this deposit has still not cleared. Please note that the {$220.00} not being put on hold still has not cleared and for some reason I am already receiving interest credits on a check/deposit that has not cleared my account yethmmmm. I called someone from the customer service department the next week on XX/XX/XXXX and was told that this deposit is now under review by the corporate security department and that no other information is available. I asked to speak to a manager and I was connected to a supervisor who was going to assist me. While on hold with that supervisor the call disconnected. I called back & the representative that I spoke to refused to transfer me to a supervisor because the system notes said I had already spoken to XXXX. I insisted that she transfer me and she insisted that anything that I needed help with she could assist me with. I addressed my issue once again and the response I got from her was the same response, that this deposit is under review and the expiration date on the extended hold was XX/XX/XXXX. So what youre trying to say is that my deposit could be on hold for almost 4 years and you cant give me any additional information and not even an explanation of why it is under review in the first place?? I called back XXXX more time and spoke to a representative that informed me that the notes for this deposit have been updated and the check will clear in XXXX business days. On XX/XX/XXXX, I checked my account and the check still did not clear so the previous representative I spoke with, either didn't know what she was talking to or just straight up lied just to get me off the phone. I then called the customer service department again and kept getting hung up on. I finally spoke to a representative and they informed me that the best thing I can do is to visit a branch and speak to a banking professional. I went by the branch and spoke to an employee and they couldnt do a thing for me. They told me to contact customer service and that they can help you with this problem. I said that is so funny because that is the same thing they said to me when they told me to come by the branch and speak to you. The woman assisting me finally attempted to contact the back office to try and get some real information or at least an update about my account. After speaking with the back office. The only thing I was told by the branch is the only thing the back office was able to do was suggest I go back to the bank where the check was issued from and ask them to provide you with a document of proof that the check was issued correctly, withdrawn from the correct account and that the funds are fully verifiable. I asked her if she was nuts. That is the entire point of me depositing a check into my account because that is your job to make sure a check you are cashing has the funds available so you can clear it and make the funds available in my account. I asked her are you for real? Her response was, I am sorry sir, I have no power to do anything for you from here and this is not under my purview. After that I contacted customer service at the issuing bank and told the representative I spoke to exactly what Citizens Bank was asking me to request from them and her response immediately was. We dont do anything like that and dont need to do that because you were issued a treasurers check and the funds are immediately available. She told me that she was looking at the account and the funds are no longer available in your account because they were taken to cover the treasurers check that we issued. She also said that I should look into switching banks because this is the most outrageous thing she has ever heard & this bank just sounds XXXX requesting information like this and for holding up your funds for this long. Later that afternoon I contacted XXXX XXXX. from the Citizens Banks Office of the Chairman and left a voicemail message with my complaint and all of the information to contact me back to discuss this problem. Her voicemail message stated that all calls will be returned within XXXX business hours. We are now looking at 4 days and XXXX hours later with no response from this office. On XX/XX/XXXX, I contacted this office again and left a message once again for someone to call me back, and explained how I left a message on Monday at the beginning of the week and that nobody has contacted me back. I also explained the urgency of the request and that someone call me back at their earliest convenience. After being frustrated after leaving this message, I used my research skills and was able to track down phone numbers for XXXX more employees that work in the same Office of the Chairman and to my surprise, they all conveniently have Friday off. So I decided to leave each and every XXXX of them the same voicemail requesting someone call me back to discuss my issue. Im writing this complaint on XX/XX/XXXX and nobody from this unprofessional company has ever reached out to me regarding this issue. Later that day I went back to the branch to file a formal complaint in the hopes that it would be escalated to the Office of the Chairman so that at least it will be on file somewhere within the company. This was submitted on XX/XX/XXXX and the case number that I was given is XXXX. After submitting this case, nobody from any department ever reached out to me to this day. After this the branch was able to get a hold of someone in the corporate security office and they informed her that someone would be reaching out to me at the beginning of next week, which would be between XX/XX/XXXX or XXXX, XXXX. It is now XX/XX/XXXX and nobody from that unprofessional department has ever reached out to me to explain why this deposit has been under review, extended hold and the funds not being cleared or made available to my account for such a long period of time. I explained multiple times, you dont have the authority to hold my funds for this long and that you are breaking federal law by not making the funds from this treasurers check available in my account within XXXX to XXXX business days. Also you can not hold my funds without a clear and detailed explanation of why you are doing so. In addition, on XX/XX/XXXX at XXXX from telephone number ( XXXX ) XXXX someone from Citizens Bank XXXX a telephone number via telephone, a phone number that is not associated with my account and spoke to someone that is not an authorized user on my account and provided them with confidential information about my account. I will be consulting with my attorney and may possibly take further legal action.
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| 08/17/2020 |
Yes |
- Vehicle loan or lease
- Loan
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- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
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Web |
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XX/XX/XXXX : I purchased a car and used my current vehicle as a trade-in. When I attempted to turn in the title as part of the deal, I realized I never received the title. The vehicle has been paid off since XX/XX/XXXX. I called CITIZENS BANK ( the previous lienholder ) who said their 3rd party vendor, XXXX XXXX XXXX, was responsible for sending it. After being transferred to XXXX XXXX XXXX, they said CITIZENS BANK still hadn't released the electronic lien so they could not send the title. I called CITIZENS BANK again and now the CITIZENS BANK representative says they don't understand why XXXX XXXX XXXX reported that it was CITIZENS BANK 's responsibility, since XXXX XXXX XXXX is the company that sends out titles. I then call XXXX, as the car was purchased and titled in Pennsylvania. The DMV representative confirms that the electronic lien release has not been completed by CITIZENS BANK, however, they could independently verify in their system that the car was indeed mine and paid in full. The DMV representative said I had the option of completing some additional paperwork and paying an additional fee for a duplicate title, that would be completed once state offices reopened after the COVID shutdown. I did not feel it should be necessary for me to pay an additional fee for a title that I was still owed by CITIZENS BANK. So, I waited for XXXX offices to reopen so I could reengage with CITIZENS BANK once the title could actually be produced by XXXX.
XX/XX/XXXX : I called CITIZENS BANK again. This time the representative says that a research department needed to get involved and complete an inquiry into what happened. I was given a turnaround time of 10 business days, and a reference number : XXXX.
XX/XX/XXXX : About three weeks later, I called CITIZENS BANK since I hadn't received a response within the promised 10 business day turnaround. This time the representative says the first reference number ( XXXX ) was somehow lost and never assigned for action. I was told I would receive a response in 72 business hours and given reference number XXXX.
XX/XX/XXXX : On the XXXX business day, I call CITIZENS BANK and the representative reports that the title had been mailed, although when asked they couldn't provide a tracking number.
XX/XX/XXXX - After waiting about a week and a half, and still not having received the title in the mail or via any other courier service, I called CITIZENS BANK again. This time the representative says that the title was in fact, never sent, and that the prior reference number was still pending action/resolution. I was then given another reference number : XXXX. At this point, I escalated the issue to a supervisor, and was given reference number XXXX, and was told a member of the escalation team would reach out to me.
Due to poor in-home cell reception, and calls received during work hours when I am unavailable via my cell phone, my only communication from CITIZENS BANK was via voicemails. On XX/XX/XXXX, I started receiving voicemails from XXXX ( phone number : XXXX ). For two weeks ( until XX/XX/XXXX ), she left messages with the same end result : the lien release hadnt been completed. I also gave her contact number to my car dealer so they could call, but it was to no avail, because neither of us could ever reach her on the phone, and any messages left were never returned.
Finally, on XX/XX/XXXX, my car dealer contacts me and says without the title we dont own the car officially as part of this deal. The dealer tells me if we dont have the title for the car in a week from today, you will have to come retrieve your vehicle and repay the valuation given for your trade-in. After receiving this message, I call XXXX again, and left a voicemail relaying what I had been told by the dealer, and that she should have someone else call me first thing in the morning since she had proven ineffectual in resolving the issue to this point. That night, I also call the CITIZENS BANK customer service line ( XXXX ), and speak with XXXX, whom I ask to connect me with a supervisor. XXXX, the supervisor, is connected and about halfway through explaining my ordeal thus far, the phone is disconnected, he hangs up. I don't receive a return call.
I decide that, regardless of whether I receive a return call from CITIZENS BANK on XX/XX/XXXX, I would have to make the 2-hour drive to XXXX, PA and pay the duplicate title fee of {$55.00} to XXXX to retrieve my title. I still called XXXX at XXXX on Friday, XX/XX/XXXX, multiple times but never received an answer. After receiving my title in about 10 minutes from the XXXX XXXX, I visit the nearest CITIZENS BANK branch location ( XXXX XXXX XXXX XXXX ) in downtown XXXX and speak with XXXX ( banker ) and XXXX XXXX ( manager ). After repeatedly telling me that there was nothing they could do since they dont handle CITIZENS BANK AUTO FINANCE issues in branches, they gave me the same customer service number that I had been hung up on the night before ( XXXX ). I told them I was no longer calling that number because I have been calling for months and have not had my issues resolved and the last time I called I was hung up on. I requested corporate office contact information for whichever department was responsible for electronic lien releases. Mr . XXXX told me that " if there was contact information for the corporate office, he didn't have it and wouldn't provide it ''. Which is utterly ridiculous, and a clear attempt to create a barrier for me to be able to contact a responsible party regarding these issues, and a way for everyone there to continue to claim a lack of accountability and responsibility for having this resolved. Finally, after I pressed the issue for a few more minutes, Mr . XXXX said the reference number XXXX had been escalated to the Office of the Chairman - which was the corporate office responsible for resolving my issue, although he still refused to provide a phone number or written documentation of the fact that it was even really escalated to that office. I was turned away and told that someone would call me.
XX/XX/XXXX : On XX/XX/XXXX, I started receiving voicemails from XXXX from the Office of the Chairman of CITIZENS BANK ( phone number : XXXX ). She is now claiming that CITIZENS BANK attempted to release the lien 3 times in XXXX, and that XXXX is currently returning an error in their system when CITIZENS BANK tries to complete the electronic lien release, and that XXXX will only speak to the vehicle 's registered owner regarding this issue - so essentially CITIZENS BANK 's hands are now tied. As I stated earlier, the DMV never reported an issue with my title on any of the occasions I spoke with them or while I was in their office, and I was able to pick it up in 10 minutes. This is now a moot point as I have already suffered the inconvenience of having to drop everything and make the 4-hour round trip drive to pay for and retrieve my own title and hand deliver to the dealer. Today, as I write this, I have called XXXX twice, with no response. This is clearly part of their continued effort to not resolve this issue, since once we speak on their recorded phone lines it creates an electronic trail which serves as evidence of their negligence.
At this point, I no longer wish to speak to anyone from this sham of a business, CITIZENS BANK. I only wish to : 1. File this complaint with the responsible regulatory authorities, so that my experience is recorded, and they are held responsible.
2. Be reimbursed for my gas for my outbound and inbound trips to XXXX, PA and for the additional cost of the duplicate title ( {$55.00} ) - unfortunately I can not get the time and energy back that I've wasted on this since XXXX.
Please let me know if additional information is required.
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| 01/27/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX my mother passed away and I was left with taking care of my bed-bound father who requires total full-time care. I helped with financial support while mom was alive to help with her 24 hour care because she did not qualify for insurance supported payments for her needs and care. After mother 's passing away, I took the responsibility of caring for all of my father 's needs and was able to later qualify him for daily care that helped and now helps for 39.5 weekly day hours and 14 weekly night hours. During the process I had no choice but to access my savings in orderto help sustain my father 's needs after having helped mother. In XX/XX/XXXX, Covid-19 pandemic struck and forced the economic shutdown. This directly impacted my ability to drive for XXXX and XXXX and deliver for XXXX and XXXX which were my par-time jobs to help pay for my father 's and my expenses. It also reduced and then ended the over time from my full-time job as a social worker for the state. I then began to fall behind on my home loan mortgage payments and in XX/XX/XXXX. I faxed the loan modification paperwork that I completed for help to Citizen 's one home loans and they confirmed receipt of all documents during a follow up call I made in XXXX XXXX.However after several weeks I noticed they never responded to me about the status of the modification so I took it upon myself as usual to find out what was going on. After discussion with a loss mitigation customer service rep I was told to apply for a deferment mod instead of the originally applied for trial payment mod. After several weeks having gone by, I called to inquire with the loss mitigation dept and they told me I was declined after very frustrating attempts to be connection with a manager or supervisor. I explained to them that they never sent me any formal notice or email stating such. I was then instructed to apply again but this time for a trial period mod and that they have it logged in the system as such and this would be followed by a package that I would need to fill out and then send or scan to email or fax back. I was told by customer rep XXXX that this would need to be done fast because my forbearance will soon end. I called again after expressing my total frustration with the process. When I called i kept being redirected to wait for the process and it would take 45 days for an answer. I then decided again in XXXX to call after waiting so long for paperwork to arrive in the mail for the loan modification. The docs never arrived to me. On XX/XX/XXXX I spoke with a cust serv rep in loss mitigation and in explained that I have been calling over and over again to find out where the paperwork is for my loan modification after i was told i was declined for the deferment mod. I also explained my frustrations, his name may have been XXXX, he seemed nice and explained to me that there is a new product that just came oXXXX XXXX weeks ago from the date of XX/XX/XXXX, called a " HYBRID MODIFICATION. '' He looked into my account after verifying my account number and soc sec number and said i qualified for a " HYBRID MODIFICATION " and that all i needed to do is agree by phone and then he will log in the action and then mail paperwork that would show this and then he would email me as well which i provided the email address. he said CITIZENS ONE HOME LOANS has this new product and I am approved and qualified and as of XX/XX/XXXX I am approved and all of my payments that are behind in the amount of XXXX would be put on the end of the loan and the maturity date would be extended and as of XX/XX/XXXX I will just have to resume with my current monthly payments of XXXX and everything will be back to normal. he also explained that I would receive a {$250.00} gift card via email to my email from CITIZENS ONE HOME LOANS two weeks later from XX/XX/XXXX. over 9 days passed and I never received an email. paper correspondence via USPS mail nor a call from CITIZENS ONE HOME LOANS about the " HYBRID MODIFICATION '' terms and nor did I receive a {$250.00} online gift-card via my email address. I then called again about this situation the first few days in XX/XX/XXXX and was told by a customer service rep supervisor name '' XXXX " that she was sorry about all of this and all I need to do is send the paperwork for the modification again and then she would personally care for the process. She provdied me an email to send all docs to and she would get back to me in two days. The email i was given was XXXX, XXXX XX/XX/XXXX at XXXX I emailed 10 attachments which consisted of the hardship letter, all loan mod docs with signatures and dates. She said she will follow up in two days and make sure the docs are logged into the system and would do everything to help make this process smooth and help get the modification through. I explained that I was already approved for one why not get that done. She said : " I'm so sorry for the inconvenience but as soon as you get these in i will log them into the profile for your trial period modification. '' I waited over one week and again no call, no email back saying they received my documents after XXXX shows the docs were sent to the citizen 's home loan company successfully.
I called citizens one home loans 3 more times at XXXX and at XXXX ( DIRECT LINE TO LOSS MITIGATION ) to inquire on the status of the emailed documents pertaining to my loan modification trial period mod. Mind you after i was already approved for a HYBRID. When speaking with the staff who i could barely understand I was told they never received any documents from me except the ones in XX/XX/XXXX and the female staff state and I'm sorry for that XXXX you were declined. I explained the whole situation again for the XXXX time since XX/XX/XXXX and informed her of the XX/XX/XXXX approval and my numerous efforts sending loan mod docs and this recent XX/XX/XXXX email of attached docs. She also would not transfer me to XXXX who I asked for and was told by her that XXXX says she was not able to talk. This rep then began to tell me to send the documents again. I emailed them immediately 2x 's while we were on the phone and read back the email address XXXX that I was told by XXXX one of the supervisor 's and XXXX never followed up with me nor has she made herself available to discuss this problem any further. On XX/XX/XXXX I emailed, forward my original XX/XX/XXXX documents all over again to this rep and asked for her to check that. My XXXX account confirmed its sending status and shows it was sent to the email. I kept asking for a manager to be connected with me so I can figure out why no one is able to find my email or take the time to look for my documents and why I am not being honored the HYBRID MODIFICATION in the first place that I was given an approval on. The rep just kept saying sorry and saying she will help and there's no help. Never has anyone called me back, emailed me, sent any loan mod packages since all of this has occurred. I am left with no resolve but keep receiving a bill in the mail about how much i owe. As of XX/XX/XXXX I owe XXXX $ and do not have it to pay and I am looking for a modification to help resolve this asap! I am not being helped ... WHY?? how come management is not calling me at all nor is a person identifying as a supervisor calling me to help me? It appears that CITIZENS ONE HOME LOANS and it's investors, stock holders are looking to foreclose! This is not right because I was approved for a HYBRID MODIFICATION with payments due to begin in XX/XX/XXXX. To date I have no answers and just know I am in forbearance with no other confirmed plans.
|
| 03/11/2020 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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I was living and working in the XXXX area from XXXX to XXXX of XXXX.
There was a Citizens Bank branch ( XXXX XXXX XXXX, XXXX, MA XXXX ) next door to my work, so I made a checking account with them, and would deposit my cash tips there every day.
Toward the spring, the reps at the bank started getting very aggressive with me. Someone would approach me and try to pitch me extra banking products every other time I walked inside to make a simple deposit, and I was clearly uncomfortable every time they approached me. They asked me to " sit down and have a seat with them '' multiple times even though all I was doing was waiting in line to do some very quick, simple transactions.
It was annoying, but I didn't think too much of it. They probably feel pressured to sell banking products and they have to put food on the table just like the rest of us, so I let it slide.
But in XXXX when I was about to quit my job, I decided I did not want to bank with them anymore - it was only out of the convenience of their location that I had kept banking with them up until this point.
I knew they were strange and aggressive, so I made a point to physically go into the branch and sit down with one of their reps to close my account. I did not want to do it over the phone or online because I did not trust them, so I made a point to do it in person.
I sat down with a rep in her office, and was very explicit and thorough in communicating that I wanted my checking account closed. I withdrew my entire balance, and clarified that I did not want the count reopened under any circumstances. I also made sure that I had no recurring payments associated with that account. The rep assured me I had nothing to worry about, the account was closed ( or so I thought ), and I left.
Fast forward to XXXX of XXXX. I have an account with a company called XXXX that I have had for multiple years that has some money in it, and I decided I wanted to transfer money from that XXXX account to my current checking account with XXXX XXXX.
However, when I went to submit the transfer, I accidentally selected my old checking account with Citizens Bank ( because this account was what I added when I first opened my XXXX account last year, and I was not paying close attention when I submitted the transfer ).
I noticed my error shortly after, but figured the transfer wouldn't go through, because, after all, I had closed my account with Citizens Bank. But it did go through.
I was confused, and logged into my Citizens Bank account online with my old username and password. That was when I saw that not only did they never close my account, but they had been charging me a {$9.00} monthly fee for the past several months for having an account balance of {$0.00}.
Furthermore, I was never once contacted ( neither by email nor by phone ) by Citizens Bank about these fees that were piling up in my account.
In order to stop getting these fees, I immediately transferred {$50.00} into the account.
I then tried to figure out why I had not received so much as an automated email about these fees being applied to my account each month. So I logged back into my Citizens Bank account online, and went to my " email settings. '' It was here that I saw that there was a typo in the email I had with them - it was off by one letter.
Now I know I sound paranoid, but the thing is, I have typed my email address thousands of times for different accounts and other things, and have never once made a typo. Furthermore, without going into detail, it is not even the kind of typo that is realistic to make ( though it is hard to explain this without revealing my email address ).
I wondered : did they really go in and tamper with my email, to give themselves an excuse for why they could never get contact me?
At first I thought I was just being paranoid, and that I had probably just made this typo, and it was ridiculous of me to think they would go out of their way to change my email address behind my back like that.
But then I remembered the XXXX XXXX scandal of XXXX, and how crazy that all was. There were branch bankers literally opening accounts for their pets, and the intense pressure the bank was placing on these retail bankers to keep accounts open is well-documented.
So it is actually not a stretch at all to assume that similar pressure is placed on bankers at other banks, and that some banker would take a dishonest shortcut like this, just to keep an account open behind my back.
I called the branch at XXXX XXXX XXXX, told them the situation in a calm, polite way, but the woman on the other end was rude and strange ( some things never change ) and just kept telling me to call the customer service line.
At this point I was committed to see this thing through, so I called customer service, connected, explained the situation, and was placed on hold.
I didn't time it, but I was on hold for probably about 10 minutes when the woman answered again and said " sorry, I have to keep you on hold for longer. '' I was then on hold for yet another ~5 minutes. She answered again and said " sorry, I'm still trying to help, but I have to keep you on hold. '' I then assured her that I was not going anywhere, that I had all the time in the world, and would wait however long I needed to. I was on the line with the next person within 1 minute after that.
I explained the situation yet again to the next person. He tried to act like it was my fault, saying " you said the account was closed, but I see a {$400.00} deposit a week ago? '' - so I explained that it was the accidental deposit I had made from XXXX, and it was actually the only reason I realized my account was never closed in the first place.
He tried to play a few other games, but ultimately I told him I would take legal action if he kept it up. He then refunded my account for all of the fees.
I was happy to get my money back, but I walked away even more convinced that they were partaking in fraudulent practices, and that there was no way that I am the only one they have done this to.
I am sure they have done similar things to people who have less resources and time than I do to actually push back against their creepy, fraudulent, and predatory behavior.
I imagine they have been able to scrape similar amounts of money off of other people, and were able to convince them that it was their fault ( " hmmm, looks like there's a typo in your email ... there's nothing I can do, sorry '' ) when it is almost definitely just them scamming people out of desperation.
I was on vacation when I found about this, and still as I write this, so I figured I could take the time to contact the CFPB and do this write-up, in the hope that maybe it will prevent them from continuing to do this to more people - though I doubt it.
I might take further action to alert the proper authorities about this, because even though the fees are relatively small for one person, I think this is a feature of their scam, rather than a bug - by keeping the fees from being too excessive for any one person, they probably think most people won't bother to fight them on it because they aren't willing to waste the time.
But if they are doing this to hundreds or even thousands of people, they probably think they will be able to get away with this highway robbery as " the little guy '' isn't going to fight them on it. At the very least, someone should take a look into this.
Moral of the story : don't bank with Citizens Bank. They are sleazy at best, and probably participating in fraudulent practices like XXXX XXXX in XXXX.
|
| 05/06/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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Issue started on XX/XX/XXXX. Balance of approximately {$2000.00}. Added {$5300.00}. Over the next weekend, I Made a payment of {$7500.00} from Citizens Bank Checking Account to Citizens Bank Credit Card Services. Balance should have been up to {$12000.00} credit.
Adjustment made Incorrectly { { There was a secondary issue going on at the same time in which My bank account was overdrafted by insufficient funds check and short by {$5000.00}. I paid {$5000.00} which you said you returned but did not, where is it? Please reconcile the issue and return the funds to my account.
The credit card services did return funds to adjust my account but the bank incorrectly made the adjustment XX/XX/XXXX. The debit for {$5000.00} was not credited, the bank debited my checking account for {$5000.00} again incorrectly XX/XX/XXXX, I have the receipt XX/XX/XXXX for this and talked to the branch and the online services about it but both have continued to ignore and can not provide the wire transfer payment receipts with numbers for the adjustment. They made a debit instead of credit to my accountXXXX & XX/XX/XXXX - 2 debits for {$7500.00} instead of debit credit ). My bank account was overdrafted by your swindling me out of cash by taking 2 payments from same account for my payment to Citizens Bank Credit Card ending in XXXX.
Please correct the adjustment and credit my bank account for {$5000.00} as I originally requested when I saw the errors on the account the week of XX/XX/XXXX and thereafter that I have reported and bankers and creditors keep ignoring. Then the screens all went negative - the bank had done a software upgrade over the weekend and all the balances that were suppose to be reading as a positive read negative. Then the balances were not calculating as well. } } What is fascinating is how all the receipts were changed from {$5800.00} to {$7500.00} without any notice by the bank that the accounting system was down and had made manual changes and the system brought back up with new statements.
So I should have had {$12000.00} less the one payment authorized for {$7500.00} which is a balance of {$7300.00}. { { Secondary issue : Then the {$5300.00} check payer went insufficient funds. so balance back to the {$2000.00}. } } Plus I made a transfer in of my own funds during this mess of {$2000.00} so should have at least a credit balance of {$4500.00} on or around XX/XX/XXXX. Followed by a second transfer in XXXX of {$2000.00} to cover for overdrafts in XX/XX/XXXX.
When I went to branch and asked for all of my 4 account statements to printed at same day and same time to rule out electronic theft, they would not comply. This went on for weeks so there was no way to show what payments went out and what payments and adjustments were made. and no way to show corrupt bank account statements versus the electronic statements and possible money theft. Payments to vendors were returned from my vendor for insufficient funds and there is no record on my statements of this happening. I had to repay from other sources. There has never been good assistance for potential online banking fraud when I have asked multiple times.
And all my XXXX bill payments for month were canceled due to bank over-drafting my account and charging me multiple fees. Nothing was paid out causing multiple shortages on about 10 vendor accounts due to all the above and about 100 adjustments to my accounts.
I did not receive any of the usual and customary electronic receipts that are normally sent for electronic bill payment transaction order confirmation I had just input so screen was locked up or frozen and blank. Nothing had happened. screens became inaccessible and were not functioning properly.
I resubmitted a new payment order via a different payment method on " transfer funds '' instead of bill pay and the bank took the amount out of my account twice on Monday essentially over-drafting my account. Funds were suppose to be returned and were not.
Essentially, they took two payments for {$7500.00} without my consent for a second payment which was not promptly returned when I called the bank branch and the credit card company next day. I should have received {$7500.00} credit to my account and did not, instead they debited my account {$7500.00} causing a total of -XXXX of funds.
Then corporate says they did an adjustment to correct and the funds were not received back at my account, instead of a credit to my account, they did a debit to my account. Bank refused to provide all 4 of my account statements at one time to sort out this mess as they were playing the Ponzi game of transferring funds between all four accounts with money transfers which never matched the mobile, statement, phone account statement all at the same time.
To make matters worse, they adjusted the account statement beginning and ending balances and made it look like I owed them money. Then a debit was done to my account instead of a credit.
I place the account under lockdown until issue resolved, I reported electronic fraud, I asked Credit Card Company for wire transfer receipts to prove when money adjustments went back to my account and they could not and would not provide. Previous 4 times I have decided to close account then kept account open due to good will. This is final time and will not be keeping account open and want permanently closed. There is no security on this account due to too many people with prior access without my consent shifting funds. Citizens bank has done nothing to correct systems so when complex errors happen there is good way to trace immediately, branches need to investigate immediately. Another example of obsolete security, System overwrites new answers to my security questions and reverts back to old answers for someone else to use by phone or computer.
I recently wrote a complaint letter on XX/XX/XXXX describing the multiple issues that have been repetitive over past 20 years and requested a refund of money after being more than polite and covering these losses for years.
I no longer am able to do this.
There should now be credit balance in my account and I want the balance paid in cash to me now. I do not want the account kept open. I have tried for 15 years to unsuccessfully close the account completely. First time, I had about 25 bill pay accounts attached to it along with 4 automatic payments on the account. Second, time same issues and I did not have time to resolve, 3rd time I was in ill health and unable to deal with this same issue which has happened but had joint account dissolved and changed to single account status although there seems to be more security problems since having done that. Fourth time I had moved off all the bill pay to another bank, still could not close until I closed the XXXX and Car Loan Payments, Citizens equity line of credit and Citizens mortgage account which has taken almost 2 years of my time to do due to non compliance with closing my loan accounts with same corrporate entity 's refusal to close loans accounts..
Finally, for a 5th and last time I will have had my accounts overdrafted by the bank, My Citizens bank Account needs to be closed completely. I do not want to do any further bank business here. They now have tried to stop permanent account closing by saying I owe money that I don't by over-drafting the account. This is not true. The banks reply was to send me a collection letter on XX/XX/XXXX asking for 80 % of balance that I do not owe. No way do I owe. Bank owes my account.
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| 06/27/2017 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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On XX/XX/XXXX at XXXX, I contacted XXXX XXXX by phone at XXXX because of undue hardship. I asked the representative what I could do to lower my payments because of unforeseen hardship and issues that arose in my life. Note : I never inquired about a forbearance. I specifically asked about lowering my payments. After being put on hold for a brief moment, the female representative returned and said " I have good news, you 're approved for a two month forbearance '' to which I replied that 's great. She explained to me that I was approved for a two month forbearance. She followed that by removing me off of auto-pay without my consent. I asked her when my next payment will be and she said XX/XX/XXXX. Before I got off the phone I confirmed the information again. I have a two month forbearance and my next payment will be on XX/XX/XXXX. In order to get back on auto-pay I would have to call a few weeks before the XX/XX/XXXX to give my auto-pay enough time to process. I signed up for auto-pay from day 1 of my loan. In doing so, my interest rate dropped 0.25 %. Doing this saved me money each month as well as guaranteed that I would never be late for a payment. Before XX/XX/XXXX, I never miss a payment nor have I ever made a late payment. In fact I 've always payed anywhere between {$60.00} - {$100.00} over the minimum payment. I tried to resolve the problem with XXXX XXXX by calling them on multiple occasions. Below is a list of dates when I called :XX/XX/XXXX - Inquired about payment options. Again, I 'd like to emphasize that I never asked for a forbearance. The representative I spoke to brought it to my attention and said I was approved. I was told XX/XX/XXXX was my next payment. XX/XX/XXXX - Received a voice message that was hard to understand who and what the message was about. XX/XX/XXXX - Received another voice message that said my forbearance was denied. I did n't think much of it because I was specifically told by a real live confirmed XXXX XXXX representative that I was approved so I thought the phone call was a scam. Not only was I approved the rep went further and removed me from auto-pay because I was approved so I had no reason to believe or no way to confirm that this voice message was actually from XXXX XXXX. XX/XX/XXXX - I called Citizens Bank the lender of my loan at XXXX. I explained how I was approved for a two month forbearance, but I received a voice message saying that I was denied so, I was confused and not sure if the voice message was a scam, a real call or a robocall. The Citizens Bank representative agreed with me that my situation was odd and transferred me to XXXX XXXX representative while she remained on the line. The XXXX rep explained to me that the forbearance was denied even though I was told that it was previously approved. I was so confused. I explained to her that I did not have two months worth of payments that they were asking for. I set my budget according to what I was told. I also explained that I should not be held responsible for their mistake. If anything they should honor what they told me or try to work with me in getting the account back to good standing. I also argued that they called me after the XXXX. ( my due date each month ). In calling me after my due date my payment was going to be late regardless. The rep was not helpful. In fact she was rude and kept telling me they tried to call me. Just because they tried to call me does n't remove the fact that I was told that I was approved for a two month forbearance. I asked to speak to a supervisor who I believe was not a supervisor the female rep just transferred me to another representative who told me that the rep I spoke to in XXXX made a mistake in telling me I was approved. He then told me how I should try and call the Citizens Bank since they were in charge of the loan or try to refinance. He said they were n't able to do anything since they just serviced the loan. The call ended after about 1 hour with no resolution. I followed that phone call by calling Citizens Bank again in trying to see what could be done. The representative I spoke to said " they should n't be doing that. Call back and ask to speak to a supervisor. They 're trying to get you to refinance '' She said they were simply the originator of the loan, but XXXX XXXX should be able to help since they 're in charge of the loan. She told me that they should be able to help me. I called XXXX back at XXXX and asked to speak to a supervisor who again told me that they apologize but the rep I spoke to on XXXX XXXX made a mistake. I asked what could be done and was told that I had to pay or the calls and the reporting to the credit agencies would continue. I asked that the derogatory remarks be removed, but was told that they would n't remove any remarks. Again, nothing was resolved after hours on the phone and multiple calls to XXXX and Citizens Bank in one day. XX/XX/XXXX - I called XXXX XXXX at XXXX and had the call escalated to a supervisor after I could n't get anywhere with the rep. Again, I explained that I could n't make two months worth of payments and asked what could be done because I wanted to pay and understand that I have an obligation. By no means was I trying to not pay I just needed them to work with me especially since the mistake was on their part. And when they finally tried to reach me it was after my due date. The also said they sent a letter but I never received a letter. I also explained to them that even though I received a call from them it was incumbent upon me to verify who was calling me and to make sure it was n't a scam. I explained how I was receiving calls from other fraudulent student loan companies that I reported to the Federal Trade Commission so, just because they said they called I had to verify that it was real. Also, I had reason to believe it was a scam because I was told I was approved onXX/XX/XXXX. XX/XX/XXXX - I called XXXX XXXX and had the call escalated to a supervisor after not getting any help from the representative. Nothing was resolved. They were unwilling to work with me even though I was willing to work with them. I did n't make a mistake nor have I ever made a late payment in 5 years yet they refused to lend any help or try to work with me. It should be noted that they did not call me in a timely manner. I received a voice message 3 weeks after I was approved for a two month forbearance. In calling me 3 weeks after I was approved and after my due date they put me in a position to fail. XX/XX/XXXX - I called XXXX XXXX and spoke to another supervisor again. I asked that my auto-pay be put back on so I can receive my 0.25 % reduction since I never asked for it to be removed. I explained how it 's unlawful to do something on my account without my account. I was told that they could n't put me back on auto-pay until the account was current. Currently my payments to XXXX is {$740.00}. Before I was removed from auto-pay my payments were {$680.00} a month. So now because of their mistake I have to pay an extra over {$55.00} a month and late fees every month. I told them that I was confused how I was being penalized and asked to pay more money for a mistake that they made. Noting was resolved. I also asked for a full investigation be done on my account. XX/XX/XXXX - I called XXXX XXXX. Explained the situation again. Nothing was resolved.
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| 06/12/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/2022 the authorized rep for the business trust deposited a money order for the amount of {$5000.00}. the following day the funds were cleared. On XX/XX/2022 a call was made to a different branch inquiring about the deposit and to reassure the funds were cleared. The officer with who I spoke reassured me the funds were cleared. On Monday, XX/XX/2022, a second deposit was made to do an asset transfer and purchase an RV for the amount of {$250000.00}. The money order was deposited and a deposit slip was handed over. The transaction was complete. The previous deposit was cleared. A confirmation was made. The following morning a review was made online with the account and the funds were not available as expected. The funds showed that they were cleared and then removed from the account once they were cleared. The previous deposit of $ XXXX was now on hold. A call was made to customer service which informed me that the $ XXXX was under review because of the size of the deposit. I inquired about the $ XXXX and was informed that they were reviewing that even though the funds cleared. I was on the phone discussing this and reviewing online at the same time. After the phone call, I needed to relog in my account but realized they locked me out. I had to contact customer support again and was now informed after just getting off the phone that my online account was now suspended and if I needed to review my account to visit the branch. I contacted the branch and spoke to one of the officers, she was aware of the transaction and knew it should have not had any issues considering the other instrument cleared. The first instrument was instructed to be brought to the Fedwire window or XXXX XXXX XXXX XXXX for processing. The officer acknowledged my request and was aware of the procedure. The officer I spoke to informed me that she would look into the matter and get some resolution., While she called back-office managers, they were familiar with the process but were unable to assist her with completing the procedure. She continued with her fiduciary duty to assist in the transaction. She was aware the account number was correct. She was also aware there was the clearance of the instrument but uncertain why the funds were removed. She called a different officer who threatened her with her job and told her to stop her duty. A few days later I received a " notice of advice '' letter stating the instrument and only the second instrument was nonnegotiable. It did not cite what the deficiency was. The instrument met all provisions of the UCC articles 3,4,5 and 9 also the negotiable instrument act and banker laws act. Along with title 12 and such.I called and inquired on the phone. The customer service responded with the issue about the account number. I said that was impossible because the very first time I tried the officer informed me the account number was not the issue and the issue was a result of the routing number. I informed the very first office this on XX/XX/2022. I also informed her that this was a special deposit that required your assistance and fiduciary to process at the Fedwire window. She said she only had 4 years of experience and was not too informed on how to process it but was aware of the procedure. She informed me to come back when a manager was available. When I came back I had made an adjustment to the note and hand-wrote down a new routing number as I was instructed of XXXX different numbers to use that would be easy for the bank trustee to figure out. I was also informed I can only provide as much service for my duty as a trustee. We have limited powers and can only do so much for our beneficiaries. So now I used a different routing number but the bank manager would not even attempt to process the note since it was handwritten. It is in the provisions that these notes can be handwritten, printed or typed.but handwritten is best, It really doesn't matter. So I went home and printed a new one up and went to my branch which was open that day. they have not been open all the time and have been closed during business hrs. I went to the teller and submitted the note and endorsed it and was handed a deposit receipt. I had the routing number correct and the account number was verified as correct. As It should since I possess the account card. The excuse they are using is that the account number is invalid, but it is not I can see the transaction on my ledgering and they are blatantly lying that they removed the credit from my account while the credit is now on their ledgering in the amount of {$250000.00} This transaction was from the contract trust account it must be reported on an IRS 3520 as a foreign gift from the trust. This amount was embezzled from the CITIZENS BANK institution and they are trying to cover it up. I spoke to the Office of Chairman XXXX XXXX. When speaking to her she needed to verify the information on the account. The account was opened with a EIN and only a EIN but upon speaking to her she was demanding a Social security number and I informed her no social security number was used to open the account and it was a felony asking for it. She continued to demand it/compelled me against my will for it, in order to discuss the account. I informed her it was a trust account number that is not to be given out but I will find that since you are compelling me for that number for verification I will provide the Social Security Trust number. Upon doing so she was now " Able '' to discuss the instrument and claimed the instrument was non-negotiable because the account number was invalid. I said to her did I just not give you the social security number to verify this account. She did not have much to say other than the account number was invalid even though it was used to fraudulently verify the account. I am demanding the W9 EIN from this institution so I can file my 1099forms and report this foreign gift with my XXXX but now must report the embezzlement. the account number is valid the funds were stolen. As this is also a violation of the irrevocable trust documents and security agreement that was used to open this business trust account. There were several documents requested at the time of opening and they were provided and now violated. I also provided a power of attorney and w8 and several other documents. I have demanded the 2 instruments returned, but CITIZENS BANK refuses to return them. I have requested a full accounting they have ignored that request. I called today. XX/XX/2022. Once again, I spoke to a few employees named XXXX XXXX and XXXX XXXX. I tried providing my XXXX and they have no record of it. They claim they have no records of the account that I have mentioned. He continued to demand the social security number I had asked him how he acquired that number when I myself do not have a social security number and that number is associated with a transmitting utility., I informed him that the number is private once again and it is a clear violation of 42 USC sec 408 this must be the 5th time I have been compelled to provide this number. This is a clear violation of identity theft and fraud upon the bank committed upon me and my account.. They have removed {$250000.00} from my account and now the account is overdrawn and is sending me extortion bill 's in the mail. They have extorted funds online and through the mail.
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| 07/27/2023 |
Yes |
- Vehicle loan or lease
- Loan
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- Struggling to pay your loan
- Lender trying to repossess or disable the vehicle
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Web |
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I experienced hardship during XXXX in XXXX and fell behind with my auto payments at which time I tried modifying my loan with Citizens bank auto finance. After review, my payment did not change but I was offered a payment extension which would end in XXXX. I started making regular payments in the amount of {$480.00} and did not miss any payments. However, I was locked out of my online account and was instructed to contact Citizens bank customer service to make payments upon calling them on XX/XX/XXXX, I was directed to their loan counseling department at which time a representative was reviewing my account to take my payment and resolve the issue at hand I then questioned why I was locked out of my online account and why I was being told that I had a past due payment. The representative continued reviewing the history of my account and informed me that the reason my online payment was noted as past due is because in XX/XX/XXXX my regular payment of {$480.00} was applied to my principle and did not satisfy my regular payment. I informed the representative that upon making the payment in XX/XX/XXXX I selected the regular payment box and did receive any confirmation that the payment was not reapplied to satisfy my monthly loan obligations. This error meant that in addition to the XXXX principle payment I was still responsible for making another regular payment in the same amount to satisfy my payment agreement. I informed the representative that I have never made any principle payments in my history of payments and always paid the regular scheduled payment each month. She then transferred me to collections to discuss and resolve the issue. I spoke to a collection representative and his manager and were told that they could not reversed the principle payment and apply it a a regular payment because it has been over 90 days. I explained that I made the payment online as regular payment and never deviated from that practice as well as was never made aware until today XX/XX/XXXX that the past payment was applied to my principle. I explained that the amount was the regular payment amount and it shows consistent within my payment history as acknowledgment that I am responsible for a monthly scheduled payment if {$480.00}. However, despite my plea, the representative, his manager and another supervisor refused to help me. They then transferred me to the finance department who also could not provide me with any assistance. The collections department also blamed me for their online payment website problems. I was told that it was not an error made on the behalf of the bank and therefore can not be reversed. I informed the collections representative that I made the payment correctly and that I have no control of the transmittal process and the internet issues surrounding their online services. They continued to ignore my plea despite my defense that I have never made a principle payment in the history of the loan and that the amount I paid was the regular payment amount I was expected to pay. I also explained that I have been struggling with the regularly scheduled payments as it stands and would never make additional payments in an effort to offset my principle amount. I further explained that my payments have always been made at the end of my grace period on the XXXX of each month in addition to reiterating the hardship of meeting my past financial payment obligations with regards to this auto loan. Nonetheless, the representative did nothing to resolve the matter and after speaking to his supervisor I was directed to speak with the financial department who could not help me and directed me back to collections. The finance representative informed me that she has no idea why I was transferred to speak to her department as the matter is in the lap of the collections department due to repossession. I was appalled by this news and requested to speak to corporate to file a complaint as I had already paid off more than half of my loan and for the most part was making monthly payments each month on a timely basis which was all in good faith despite facing financial setbacks in past and present. However, Finance ignored my concerns and told me that there is nothing that can be done and transferred me back to Auto collections. I then spoke to XXXX who reaffirmed that they could not help me and that he would file an internal complaint. I requested to file a dispute but he informed me that they did not have a process for filing a dispute on this matter. I requested again to contact corporate department but was told that they do not have any information to reach out to corporate directly. I had been on the phone for several hours and was receiving no assistance to resolve the issue. I was very concerned that the back and forth has not provided me proper assistance and customer satisfaction, particularly since I have made every effort for the past several years since XXXX to keep on top of my loan payments. Now with this error coming to light, I was hoping that they would focus on proper customer satisfaction and not make excuses for attempting to repossess my car. The bank approach is also very deceptive in regards to blocking my online payment so that they can repossess my car without me knowing. I also couldnt understand why I needed to call them directly as they were seeking control in how and what payment they will accept. In fact I perceive this practice as an attempt to blindside me with their attempts to repossess my vehicle over past discrepancy and payment submitted over a year ago, and unknown to me. This approach by the bank leads me to believe that they were going to repossess my car over this online error causing my payments to fall further behind. I no longer trust their online payment website and supports due to this outcome as what I have done in good faith and with good intentions were now negatively impacting me and my family. I also suffered harm with my credit report and is currently on the hook for more payments than I can handle. The bank representatives and supervisors refused to evaluate my concerns based on my payment history. and continued to make a case that I was at fault for this problem. In addition, they attempted to use this discrepancy to their advantage knowing that the payment amount was within the realms of my regularly scheduled monthly payment This further provides a lack of trust in their practices and online Support services. They clearly dont care about their customers satisfaction, resolution and their on line support services that they provide to their consumers as a matter of convenience, when they advertise that their online services are quick, easy and secured. Thus, they refuse to acknowledge that online supports and services can also be problematic and will need constant monitoring and maintenance as with many other online services/ websites. In addition to errors that may occur which can adversely impact their consumers as no one is completely immune from any cyber attacks or problems. But instead of listening and caring about my concerns they engaged in a repeated back and forth with an outright refusal to accept responsibility for what has occurred to me. The bank failed to also acknowledge that they should be more supportive a to their customers when they stand to benefit from their transactions.
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| 01/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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This is second CFPB complaint I am filing and this time really need CFPD officer to look out in this case personally and investigate as Citizens One bank is now really harassing me with their inefficiency to take care of 4 year good performing customers like me and I am getting tortured some way or other!
In my previous CFPD complain, I have explained why my monthly payments that were going regularly by auto debit for last four years didnt go after XX/XX/XXXX. Again I am explaining, I was traveling out of city and I moved out of my old place. During my travel period my business credit card on file for auto debit got compromised and stopped by the bank. I got no intimation from Citizens One that my monthly payments. Main point to note here is Citizens NEVER called me even ONCE to check why suddenly 4 years old account stopped operating, guessing something is wrong!
In XXXX, when I was filing company tax returns I called Citizens for the statement and I came to know about the situation, I called bank several times, bank Never called me at that point too and its was me who 'Ensured ' that all my pending payments are made and account is good. Also at that time i gave my new card details to use for next monthly payments.
At this point, all payments were cleared by me and it was clear I always wanted to pay the money and any delayed payments were not because of my mistake.
Citizens One Bank didnt even updated my phone number and address when I informed them earlier. This can be proven that in XXXX even after repeatedly calling and giving my new phone number and address it was still not updated. I called at least 5 times to get it updated. I can get call recordings from my phone service provider to prove this.
Citizens One has very bad customer support who are absolutely inefficient people. For their inefficiency I should not be penalized. Had my phone number and address updated efficiently, i would have at least got communication about my payment issue.
I requested bank to reverse the late payment reportings and Chairmans office manager XXXX repeatedly keep denying to reverse the late payment reporting. I want CFPB to look into this matter. Late payment reportings should be for the willful defaulters who really dont want to pay the money or who didnt had money to pay. I always maintained balances in my account to pay the bank, bank failed to collect the money.
On top of this I have to go through another torture by Citizens One. I was told in XXXX when i cleared all the pending payments, that my next payment is due in XXXX and I have already given my new card to put on file. I maintained money in my account and was worry free that everything is again smooth. But with inefficient operations of the bank, I was again put in trouble.
I had to go to LA for my project over the weekend on XXXX XXXX and on Friday XXXX XX/XX/XXXX morning I realized my car was not in its driveway. Here are the rest of facts : I was horrified that my bmw is stolen but first thing i did was to call Citizens One to find out if this is anything to deal with my loan ac. When I called they have put me on 45 min on hold and did not even confirmed that my vehicle was repossessed. He told me to call back!
I have to call three times that day just to get confirmation that my vehicle was repossessed It was at XXXX XXXX they confirmed that vehicle is repossessed for non-payment of just two installments I asked them why there was no phone call before they did such a severe action they said they are not required to call!
When I asked there should have been some communication from the bank for their intention to pick up the vehicle before such action, customer service lady on phone said that they have sent the letter of intent to pick up vehicle before they picked up the vehicle but there was none!
Later when I spoke with XXXX from Chairmans office, she told that they do not send the letter of intent BEFORE they pick up the vehicle but they send it after they pick up!
Please notice, two different answers by two officials to cover up their side.
Also, Chairmans office officer XXXX threatened me that my vehicle will be sold in auction if I dont clear repossession case soon just four days after vehicle pick up On Friday XXXX, when I asked to connect to the same officer with whom I spoke earlier in XXXX they kept dening and kept me on hold for long time again and again to even to talk with an officer and finally connected me with different officer This officer spoke for two hours on phone and I wanted to make the payment of charges to take back my vehicle right away but he didnt took my payment by card like last time officer took and closed the case immediately on the spot This Officer transferred me to another lady to take a payment, who said I have to go the bank to make bank transfer When I went to bank for bank transfer then she says bank transfer will take THREE HOURS to get the money ( which is false when I spoke with bank they said money goes right away ) and told me to go do XXXX transfer I have to run pillar to post without car, somehow I made my way to XXXX lady on the phone was yelling at me from XXXX XXXX even when I was in the bank trying to do the transfer when office who transferred me to her told me that they work till XXXX XXXX. I request CFPB to listen to these calls.
When i was at XXXX XXXX, lady kept giving me wrong direction to make the payment and the payment not going through and she HUNG UP ON ME " This entire senario tells that bank officers DIDNT WANT TO COLLECT PAYMENT BUT HARRAS ME AND MAY BE GIVE MONEY TO TOEING PEOPLE TO GET SOME COMMISSION ''. I could have easily made payment on Friday and got my vehicle back if bank officers cooperated with me Also on Monday again the show started for the payment! Different officer was on phone who was at least good person and really gave me proper instructions and account details to make the fund transfer. Point to note these instructions were NOT GIVEN TO ME ON FRIDAY. I made payments according to her instructions and it was successful. This is very clear case that people on the phone on Friday didn't wanted me to make the payment and take vehicle back CITIZENS ONE KEEP DOING THE SAME THING, THEY DON'T TAKE THE PAYMENT FROM CUSTOMER AND THEN TORTURE CUSTOMER either by taking possession of car or Late Reporting 's to the Bureaus.
Even after making payment, when I called repossession dept they kept telling they did not receive funds and when I called XXXX they said funds went to citizens bank immediately. I have to keep calling 3-4 times and finally to get confirmation from citizens lady of receipt of payment Then I have been given different calling numbers of local toeing agency to get my car who say we close at 2!
Plus I have been told to go to police station and get repossession letter to get my car, why??
When I got everything, local storage agency tells citizens bank has NOT RELEASED the car yet, and bank say we released. This drama went for another day!
I have to go through this payment and release letter drama for three days. Everybody on the call was RUDE AND RUDE.
Toeing agency give vehicle only before 2. This entire scene made me lose my work for a week!!!
Is this so much serious sin i made. What was my mistake both the times that Citizens One gave me this TORTURE!
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| 06/28/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
Servicemember |
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XXXX XX/XX/XXXX From : XXXX XXXX XXXX To : XXXX XXXX Office of the Chairman Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX, RI XXXX Subj : Response to ltr dated XXXX XX/XX/XXXX OCC Case Number XXXX Ltr Dated XXXX XX/XX/XXXX XXXX XXXX XXXX Case Number XXXX Dear Ms. XXXX, I am writing this letter with regards to responses to the letters noted in the subject Lines of this letter.
As far as I can see there has been no resolution to these matters. I was impacted by your banks neglect and costs incurred by myself and my XXXX XXXX. Although you did in fact reimburse some charges incurred by your fees you did not in fact make any kind of restitution for fees I consistently paid throughout the months of XX/XX/XXXX through present. ( Fees caused by fees charged ).
When fees were paid by XXXX they were assessed immediately, when in fact the fees you charged continued to incur many more fees because of your fees. The fact that in some cases you did refund partial fees after months of going back and forth, you in fact continued to charge fees that would have never been there in the first place. As you can note going back in your notes and the complaints to the XXXX XXXX XXXX the fees were caused directly by problems with your banking system.
On one occasion I had gone to the ATM to make deposits ( which I always did on Sunday Nights ) and your ATM was gone! On one occasion I had gone to your branch to make deposits and you only had a Large Truck in the Lot with an ATM attached ( But it would not allow cash deposits ) and there were many other occasions. I have made it clear on many occasions that I am in fact XXXX and cant go into a branch and I had to take cash from my Credit Union account to put into your bank because I hadnt received checks from them yet. And if I wanted the funds to be deposited immediately, I would have to deposit cash.
I would make cash deposits and you would charge fees the following mornings anyhow although my account was not overdrawn. Then I would have to spend two days on the phone with people trying to straighten things out and get frustrated and contact the XXXX. That was the only way I could get things straightened out. The Only way!
So, to get bank to the point when you would charge me fees. I would pay them, and then other fees would be charged on the fees that were charged before I would get my partial refunds. A good example of things and how you have screwed up my account is just take a look at it now. I left it overdrawn just so you could look. I keep getting charged the XXXX for a service to use with my XXXX. It has never worked! I have been online with your tech support on many occasions and cancelled it many times. I still get charged, then you charge me overdraft fees on it, and then you charge me sustained overdraft fees for being overdraw for a period of time.
This not only causes me grief because of the fees but then on top of it all I must spend hours on the phone with your bank, I must spend hours fixing it all in my XXXX and so on. I charge my clients XXXX an hour to work on their servers so every time I must deal with your bank it costs me a fortune. And a lot of grief.
Another issue was your bank stopped payments to my XXXX, XXXX and XXXX accounts which caused me to get by accounts locked when I had to switch them to use the credit union. It took me time to move most of my banking to my new account because I was waiting on my paperwork for my new XXXX from the attorneys and could not move my account right away because I had to get everything straightened out. In the meantime, I needed to keep a business account open to cash checks made out to XXXX.
If you would like I can get a Certified Audit of my account, but I would have to pass the cost on to your bank. I got a quote of XXXX. It Would not be so much but I did have between XXXX and XXXX a month moving through my account there.
You also asked me why I did not get an overdraft account and credit card. Well, that was easy. I was turned down for both through your bank.
I do in fact have two bankruptcies on my credit file from 7 years ago but was forced to file in order to file a case against XXXX XXXX, XXXX XXXX, XXXX and XXXX XXXX XXXX XXXX because I paid on a home for 16 years through automatic payments and somehow the mortgage I was supposed to have through XXXX ended up with 5 different banks and I owed more than I paid for the house in the first place and had a 3.5 % interest rage. That is with the IRS, DOJ and the court systems ( because they actually threw me and my two children out of the house I paid for while I was in active bankruptcy ) being looked over as we speak.
If I did not get sick and get stuck at home looking through things I would never have known. I had just paid out XXXX in medical bills to keep my credit good and was forced into bankruptcy by them.
I do not really have a good taste in my mouth for banks. Actually, did a search and pulled up 64 others ( In an hour ) that went through the same thing with them when they bought out XXXX XXXX XXXX. Could you imagine how many people I could dig up if I spend a few hours looking for overdraft anomalies with Citizens Bank. I own a computer company and have been doing the internet since it was only for the military. Before the had pictures on it for search engines so I do know how to search.
All I am asking is that you fix my account, give me all the fees that you charged and fees on top of the fees because of the fees and I will leave everything be. I have been trying to move everything away from there and will do so over the next month. It is not easy and takes a lot of time to move everything when I have had that account for 15 years and 90 % of my bills and billing ran through that account.
If you need me to figure out what that number is, as I told you above, pay me the XXXX and I will have a Certified Audit done to arrive at that number. I tried myself and I am great at about everything technical, but it just gave me a great headache over and over.
If not, my next step will be to contact the Consumer Financial Protection Bureau and see if they could persuade you or do a search and find thousand of other that have had issues with your Overdraft fees and tell them all how to file with all agencies that are involved with banking practices.
I am not asking much. Just make your mistakes right. I am not a bad guy but do not like being taken advantage of and getting caught in the circle game your banking system plays with people.
It just came to my attention that you had changed the name of my company from XXXX XXXX XXXX DBA XXXX to DBF XXXX which caused all of my accounts I was doing XXXX stopped allowing my deposits and withdraws causing me to lose approximately {$120000.00}.
I am requesting that you send me my original paperwork from when I opened my account and reason why you changed the name of my company. Everyone that uses XXXX now do not accept my account. And it has caused me great hardship. Please fix my account. I expect you will do an audit and find what is true and put back and put my company name like it is and has been since XXXX when I opened it and maintained it all these years.
Sincerely : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Copy to : Baking Files
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| 02/14/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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I will be processing Private checks from this day forward marked SPECIAL PROCESSING- CLOSED CHECKS/ELECTRONIC FUNDS TRANSFERS ( EFT ) to identify them as Private NEGOTIABLE DEBT INSTRUMENTS, hereinafter called NDIs and also classified as Non-Cash Accrual Exchange Item per other terms used in the banking industry.
Special NOTE of Banking Compliance : My SPECIAL PROCESSING CLOSED CHECKS are NOT to be drawn against the Public side of my Individual Checking Bank Account, for to do so could result in a rejection depending on the funds on deposit in the public side of the account and this would be an act of Libel against me ( which would cause to defame and injure my reputation ) and it would also be a Trespass against me. The same is true, if my Private Closed Checks as NDIs are dishonored by your refusing to process them through the EFT System.
The Following is My Understanding of how the Banking System as it applies to the processing of Private Exchanges : 1. ) NDIs are to be processed through the Banking Systems to settlement by way of the Banks or Intermediary Treasury Tax and Loan accounts, hereinafter, XXXX XXXX XXXX account, which are administered under the Technical Support Division ( TSD ) of the IRS through Chief of Special Procedure Handling within Federal Reserves System and the Treasury as the Holders of Individual In-Trusted Private Access Accounts. The NDIs that are processed through the XXXX & XXXX account are to be administered by the IRS, thereby insuring all of the required IRS taxing and tracking forms are filed by the processing Securities Intermediaries, the Bank in most cases.
2. ) The Bank is under contract to process and settle all SPECIAL PROCESSING CLOSED CHECKS as an Individual Bank Account Holders Private request within 3 days, with the NDIs being charged against the Banks HOLDING ACCOUNT ( as an Asset Credit to be remitted to the requester/endorser of the instrument ). On the other side of the Banks HOLDING ACCOUNT ledger a Secret Lien is written against the individual Bank Account Holders Private Assets held in the In-Trusted Deposit Private Access Account at the Treasury. But within 15 days the Funds ( Asset Credit ) from the Treasury has to flow through the XXXX XXXX XXXX back to the Banks HOLDING ACCOUNT to Set-Off the Secret Lien. The Bank Fee for the performance of this transaction has been covered by the interest acquired from the bonds that were written by the Bank against the Secret Lien for the 15 day holding period.
3. ) Private Exchanges are Barter Exchange Transaction which requires an IRS form 1099-B to also be filed by the Bank to cover the conversion of the Private Exchange and that there are No Taxes Due by Individual Account Holder as it is a Private Exchange Transaction. No new Public Debt has been or is to be created by this process.
4. ) An Individual Account Holder can transfer funds/credit from his Individual In-Trusted Asset Account held on deposit by the Federal Reserve System and the Treasury and then have those Private Funds/Credits deposited into the public side of his Individual Bank account. The Bank is required to keep the Public and Private Funds/Credits separated within the account so they are not co-mingled for compliance with the IRS taxing requirements. Thereby the Bank can only place Secret Liens against the Public Funds/Credits within an account and not against the Private Funds/Credits, even though they may be just book entries of credit.
5. ) The BANKS ; can not lawfully discriminate and deny the processing service to an American Individuals valid NDIs from an Individual Creator/Holder of a Chartered Bank Account ; on the basis that they are not interested, not setup for it, unfamiliar with the processing of NDIs, or that all NDIs or that all NDIs have to look the same ; for it is the Individual who has that right of determination as to what is to be called a Public/Private NDI, for he is the creator of both instruments. The BANK is licensed by charter and bonded to perform the actions as directed by the Individual Bank Account Holder to process for servicing both Public and Private Commercial transactions. This is also covered under the UCC as the Universal Laws of commercial commerce and the time honored Laws. It is also in compliance with the following Public Laws ; Securities Act of 1933, Securities Exchange Act of 1934 ; Banking Acts of 1933, 1934, and 1935 ; Trust Indenture Act of 1939, the Bankruptcy Act of 1898 and several others, plus all of their revised amendments.
More detailed instructions may need to be forwarded to the Banks Branch Account Managers, so as to prevent any delays in my future Closed Check Exchange Processes.
It is my understanding that you are also required under the Clean Hands Doctrine and the Banks Charter to process all instruments properly presented for Exchange, Payment and Settlement through the required banking system in this country. But if the above is not also your understanding, then please contact me so we can resolve the misunderstandings. If there are still any unresolved misunderstandings at the time, I will gladly contact the required Regulatory Compliance Departments to obtain their Opinions and Rulings.
It is the right of every American Individual to have access to a Lawful credit/money ( Exchange ) system and per the banking charters ; the Banks are required to support this when it is demanded by an American Individual Bank Account Creator/Holder .
Refusal is Discharge Can not refuse a valid instrument or make a determination it is not valid UCC 3-603 The mere tender of an instrument for payment IS discharge UCC 3-603 HJR-192 superseded Public Law ( that which passes as law today is only XXXX of law ), replacing it with public policy. This eliminated our ability to PAY our debts, allowing only for their DISCHARGE. When we use any commercial paper ( checks, drafts, warrants, federal reserve notes, etc. ), and accept it as money, we simply pass the unpaid debt attached to the paper on to others, by way of our purchases and transactions. This unpaid debt, under public policy, now carries a public liability for its collection. In other words, all debt is now public.
Criminal Penalties for Violation of Executive Order {$10.00}, 000 fine or 10 years imprisonment, or both, as provided in Section 9 of the order.
Section 9 of the order reads as follows : Whosoever willfully violates any provisions of this Executive Order or of these regulations or of any rule, regulation or license issued thereunder may be fined not more than {$10000.00}, or if a natural person, may be imprisoned for not more than 10 years, or both ; and any officer, director or agency of any corporation who knowingly participates in any such violation may be punished by a like fine, imprisonment, or both.
LAW ESTABLISHING THIS TYPE OF INSTRUMENT : A tender of the proper amount due, even if rejected, extinguishes the XXXX and precludes foreclosure* - See, e.g XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 02/23/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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XXXX complaint previously submitted - issues with Citizens bank were not resolved completely, they issued several credits but continue charging customers monthly, didn't fix their programming bugs and preventing a customer from transferring money to another bank. Calling them about their issues wasn't helpful unfortunately, moreover they refused to issue credits for the month of XXXX.
Here 's some details about what happened : I called Citizens bank about the fees this bank shouldn't be charging several times after they acquired XXXX free checking accounts since XX/XX/XXXX - first they tried charging monthly fees illegally, then came up with a statement delivery fees. It's illegal to charge customers such fees first of all because it's a responsibility of the bank to provide account statements to customers, but moreover because they have bugs in their online app, and they were notified about that over the phone as well. Please take appropriate action. Thanks in advance. A representative credited the fee for the statements retroactively but they continue to charge their fees even though they were notified about their bugs in their online banking, a representative also asked for an email address, insisting on a paperless option, although I've told her that it would be better if they fix their online banking bugs first. Until they will - paper statements delivery is their only option to do things right for their clients.
XXXX XXXX XXXX have responded to the previous complaint and also credited several fees for statement delivery, but it's not solving the situation going forward as they continue to charge me. I had a completely free account with XXXX so I expected the terms to be at least matched to wht I had, and I emailed XXXX XXXX XXXX about that. He recommended signing up for a paperless option and I responded that technology is good when it works, which is not the case with Citizens bank unfortunately, so since the only option which works at Citizens bank at this point is the old fashioned statement delivery via regular mail and until they fix all the bugs online they may not charge anyone for statement delivery by mail.
I as well received a flyer advertising their Citizens Quest account and even though I was already ready to transfer all my money to another bank and once that's completed to close the account with Citizens, I've emailed XXXX XXXX about that as well, as I never agreed to pay almost XXXX USD and then additional XXXX USD monthly for something which is actually a responsibility of the bank - they assigned some account terms upon the acquisition of the accounts from other banks, with the terms unacceptable for the customers. XXXX XXXX never responded to the last email though.
They acquire accounts from other banks like XXXX and Investors bank and then just change the terms without customers approval, like for example start charging you a XXXX USD statement delivery fees monthly, which is actually a banks responsibility to mail statements to their customers. Their online banking isn't working, has lots of bugs, so basically old fashioned statement becomes the only way which works so far at this bank. None of the other banks actually charge you any fee for statement delivery.
Telling them about the bugs in their app or web is useless as they didn't fix nothing even a year later after you called them multiple times.
We tried troubleshooting their online banking on the phone with several reps and they only got surprised that it wasn't working. Finally I was able to enroll after finishing a conversation with Citizens myself by choosing a phone call instead of a text message for the code, as text message is still not working for some reason.
Nevertheless even after enrollment I only discovered more programming bugs- one of their bugs is with the funds transfers ( which is one of the most important ones for me at that point, as I got tired from this kind of service and wanted already to just move my money to another bank ).
Additional errors- when you click on their links for certain Terms it was showing error message instead of the terms. Some checkboxes were not checkable or even clickable, but I'm assuming they have a long list of errors. It's unbelievable that with all these errors they are even trying to charge people for something.
If you had a completely free account with your old bank, Citizens bank wouldn't care to even match the terms, not to mention of thinking to offer you some better terms - no wonder nobody wants to open accounts with them and they buy accounts from other banks. So they hit your account with a XXXX USD just because someone at Citizens bank decides so apparently, even if you'd never agree to such terms. If you call them their reps try to make you feel as if they did you a favor if they will be processing a credit for this fee.
Also they sent a flyer advertising a 25 % interest rate booster for some new type of account Citizens Quest Checking ( where you can avoid a monthly fee if you maintain a balance of XXXX USD ) but if you call the phone number on the flyer they tell you it expired, although there's no expiration date on the flyer listed, so apparently that is false information as well as false advertising practice.
I already found another bank and decided to transfer my money to the new bank before another monthly charge and statement delivery charge hits the account, but Citizens bank gave several errors preventing the transaction.
This is completely unacceptable- they hold my money and in the meantime just take it away in the form of various charges which I never agreed to begin with. Please take appropriate action.
Another awkward thing happened when I called Citizens bank on XX/XX/XXXX and used the automated telephone system to check my account information - the system already subtracted XXXX USD for statement delivery with a future date - XX/XX/XXXX.
I decided to double check transaction history and used an appropriate prompt with the phone automated system- it literally did list a debit in the amount of XXXX USD with a future date, XX/XX/XXXX on XX/XX/XXXX.
Well, this is unacceptable and wrong- if you're trying to transfer your money to another bank and once the transfer goes through to close the account with Citizens bank prior to XX/XX/XXXX, this could put any customer in a position where the amount is XXXX USD less than the balance that is expected to be on the account on XX/XX/XXXX.
The last representative I've spoken to, XXXX ( pronounced as XXXX XXXX on the phone on XX/XX/XXXX refused to connect the call to a Supervisor and issue credits and hanged up. Prior representative, XXXX, connected a call to some supervisor by name XXXX but apparently there was some problem with XXXX 's telephone as all she was saying was really mumbled and apparently and also her accent was making it impossible to understand what was she saying.
Please take appropriate action and have this Citizens bank credit all their customers all the charges they illegally charged as this is almost same as stealing money from customer.
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| 08/02/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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I moved from XXXX to XXXX in XXXX.
On XX/XX/XXXX, I used Citizens ' Bank website to open a Checking and Savings Account and utilized the option on their website to transfer {$1000.00} into each account ( {$2000.00} total ) from my VA bank ( XXXX XXXX XXXX ( XXXX ), which just changed to XXXX XXXX XXXX ).
One week later, I tried to access the accounts online to make sure the transfers completed ok, but my logins did not work. I called Citizens bank for assistance, and they advised my accounts had been closed and I would receive letter in the mail shortly with an explanation and a cashiers check for funds deposited.
About a week later, I received a letter dated XX/XX/XXXX stating we can no longer do business with you, with no further explanation. The letter stated they would mail a cashiers check on XX/XX/XXXX. When no check was received, I called the bank again and they told me to allow more time for the mail. When I still received no check, I called Citizens bank again and was told the account was closed because money was never deposited into the account. However, my bank statement from XXXX ( the sending bank ) shows the withdraws and no return deposits.
XXXX at Citizens instructed me to come into bank so we could call the back office together to determine what is going on. I went in and we called the back office but was told the funds were transferred back to XXXX and to follow up with them. Citizens provided no tracing codes/dates or any identifying information provided for follow-up with XXXX.
I talked with XXXX XXXX at XXXX who confirmed XXXX has no record of the funds being return. They stated Citizens or their the passthrough company they use for online transfers needs to provide information on the funds return so XXXX could track that return. XXXX further provided trace numbers on the transfer of funds from XXXX account as well as the Citizens bank ID numbers from when they withdrew the funds. She suggested I contact the company Citizens used for money transfer and provided her information on that company : XXXX XXXX XXXX. Frustrated and not sure how to proceed, I asked my Mom to help.
On XX/XX/XXXX, we contacted XXXX but was advised they dont keep any information as they are just a passthrough. They directed me to contact the bank. My mom conferenced us, XXXX/XXXX and XXXX/Citizens in together. XXXX wanted me to come into bank again to call back office again. My mom said No, she has come in before, it resulted in nothing. Furthermore, my daughter is overwhelmed and needs my assistance to get answers and Im not going up to XXXX from XXXX to get the same answers she received before. This needs to be resolved here. XXXX at XXXX advised XXXX at Citizens that funds were not deposited back into my account and they have no record of return. XXXX asked for date of return and related tracking numbers to verify, but XXXX could not provide. XXXX advised she needed to contact ACH Back Office to get details and would call back. No call received.
On XX/XX/XXXX, Mom and I called XXXX at Citizens again. XXXX stated the only information she can provide is that no funds were ever put into the account, and Citizens closed the accounts and cancelled the transfer. She could not provide a tracing number/cancellation number or any information to follow-up on. She advised next recourse was to submit an Office of the Chair Complaint ( OCC ) on my behalf, and we would be contacted by someone within 24-48 hours.
On XXXX there was still no response, so we called XXXX again. She advised the OCC status showed Assigned but no name assigned as working it. She advised there was no way for her to escalate this aside from her sending another email. So, she emailed a note for someone to call us by end of day.
On XXXX, we still did not receive a call. We tried to call XXXX again, but were told that she was out of office until Friday and no one else could assist in her absence. So, we contacted Citizens corporate Customer Service at XXXX. We went through several hands and disconnections, until we finally reached XXXX with the Immediate Customer Resolution ( ICR ) Team at XXXX ). We asked him about who handles the online transfers for Citizens bank whether it is Citizens directly or if they use a 3rd party transfer company. XXXX believes transfers are handled internally by Citizens, not a 3rd party. He tried to reach out to initial parties involved with cancellation of the accounts ( Fraud Department ). No one was available due to late hour after all our previous attempts to reach someone. He advised he emailed those individuals and that hed be out tomorrow ( XXXX ), but that we may hear from someone in the Fraud depart directly.
On XXXX, we reached out to the District Attorneys office in XXXX, MA for help. They advised that, since Citizens is a national bank, that we would need to submit a formal complaint to the Office of the Comptroller of the Currency ( OCC ) online. We submitted a complaint with OCC. To date, we have not heard anything back on this aside from a confirmation of complaint receipt.
On XXXX, I received call from man at Citizens who did not identify himself. He simply said that Citizens cant help me and to have XXXX file a claim.
Also on XXXX, I exchanged a series of emails with XXXX at XXXX. ( She has been the only one who really seemed to want to help us. ) She asked if I had a cancellation number, and I advised again that we were never able to get any transaction numbers from Citizens. All we were given by Citizens is that XX/XX/XXXX was the date they cancelled account and rejected the funds transfer. She asked for my Citizens bank routing number and advised she will try to contact Citizens ACH back office to try and resolve. She firmly believes it is with Citizen or their bill pay. Despite Citizens assertations that it was cancelled and therefore they wouldnt have any tracking numbers, XXXX insists it was NOT cancelled or it would not have pulled from my account. She said it could possibly have been refunded, but if so, it did not make it into my account. A refund should have created a new tracking/trace number which Citizens should be able to provide. She advised she would get back with us once she has any information.
Later in the day, XXXX sent me another email, saying she tried to call Citizens but was transferred to a phone number she couldnt use because it is for Citizens customers. She advised that she would try to prompt a response from them via a Proof of Authorization ( or permission to return the two items withdrawn from my account ) letter and see how they respond. She also recommended I file a complaint with the Federal Reserve.
XXXX My mom contacted the Federal Reserve to get information on filing a claim. They directed us to File a claim with the Consumer Financial Protection Bureau ( CFPB ) instead, as Citizens fall under them. So, that is what I am doing here.
At this point this is becoming a desperate situation for me. I am a young person starting out on my own and am running out of money. I really need these funds ASAP.
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| 07/22/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On or about XX/XX/XXXX we received a letter dated XX/XX/XXXX from Citizens Bank with instructions for our XXXX XXXX numbered xxxxxxxxxx to convert to permanent loan status. We were asked to fill out this Modification Agreement, have it notarized and returned to their XXXX XXXX, XXXX location with an NLT date of return of XX/XX/XXXX. Failure to have it completed as is without modifications unless approved with the lenders consent and delivered by the XX/XX/XXXX date this agreement may become null and void. Their cover letter stated that These documents reflect, as of the date of this letter, the current outstanding balance of your loan. This agreement delineated the particulars of our scheduled future payments. They used an outstanding balance of {$190000.00} at an interest rate of 3.125 % with payments of {$820.00} beginning on XX/XX/XXXX and running continuously at this fixed amount for the remaining 350 months of the now converted XXXX XXXX to permanent loan status. Our outstanding balance as of the date of the letter, XX/XX/XXXX, was not {$190000.00}. It was in fact {$180000.00}. Consequently, the payment scheduled provided was incorrect and should be modified and corrected with payments for the 350 months beginning XX/XX/XXXX pegged at {$810.00} not {$820.00}.
So, prior to our filling out, notarizing and returning the documents I tried contacting their office to discuss and get corrected our future fixed payments. I called numerous times and left messages on their voice mail system. No return phone calls. Consequently, hesitatingly, we filled out the documents, had them notarized and returned to their XXXX XXXX office. I included a note on one of the returned documents asking them to call me. No call to me was received. Over the next few weeks, I continued to periodically call and leave messages. No one ever answered their number. On or about XX/XX/XXXX we received another letter from Citizens Bank congratulating us on the completion of our new home. Included in the body of the letter were payment details of which I considered were incorrect. I tried calling their contact number again multiple times without ever speaking to a person and was instructed to leave a message. I never received a return call.
On XX/XX/XXXX, due to the lack of response from the Mortgage Area, I emailed XXXX XXXX in the XXXX XXXX. XXXX previously assisted me for past unresolved Mortgage Issues. Later that day I did receive a call from XXXX XXXX XXXX and we spoke for a while concerning my issues. I referenced that I was at a gym and didnt have all the material in front of me so I spoke from memory. I followed up with a detailed email to ensure we were on the same page. Later that evening I received an email from her that delineated how the Bank came up with my future mortgage payment. This information I already had and for which I am in dispute of. Included in her response was the following. I am still waiting for a response from senior management regarding the completion and acceptance letter.
On XX/XX/XXXX as I still had no follow up from XXXX XXXX from her XXXX email, I emailed her again asking where are you with your response from senior management. To date she has not responded.
On XX/XX/XXXX I emailed once again XXXX XXXX asking for assistance. No response back to me.
On or about XX/XX/XXXX I received a call from XXXX XXXX who works in the XXXX XXXX group in Citizens Bank. She was following up on my inquiry. I laughed as it now was at least a month since my last inquiry into Citizens without response. I actually told her I no longer cared. That would change dramatically over the next few days. However, XXXX was quite sincere in wanting to track the issue down and get an answer.
On XXXX I was apprised that my identity was compromised and I should notify my financial institution.
On XXXX I received an email from XXXX part of which stated and for which I paraphrase that both her and her manager agreed that I should get a new and corrected letter with corrected payments.. They sent an email to the affected department but the manager has been out of the office and will be in next week. She will contact me with an update. No further updates received.
On XXXX I went to the XXXX XXXX office to see what if anything needed to be done pertaining to my compromised identity. Additionally, I showed her a photo of my online mortgage account that read in light blue that my XX/XX/XXXX payment would be increasing by {$940.00}. She contacted the mortgage customer service number and I spoke to them and was informed that no such thing would happen. Okay!
On XXXX I accessed my online mortgage account at Citizens and lo and behold my XX/XX/XXXX mortgage payment which hereto fore was scheduled to be {$820.00} was NOW GOING TO BE {$1700.00}. After discussion with local branch personnel, I emailed XXXX XXXX XXXX who had again offered her assistance. She made some inquiries but was unable to get any answer at all.
On XX/XX/XXXX XXXX then filed another Customer Care case on my behalf and as soon as that occurs, she can no longer provide any assistance to me. I was informed of this by email and it stated in part that someone from the Office of the Chair would be in contact with me. To date no such contact has occurred. I also inquired to her for contact information at the senior level so I may contact them directly. She was unable to provide that.
On XX/XX/XXXX I then emailed and phoned XXXX XXXX asking for assistance. Afterall, she was part of the Advocacy group. To date no response back to me.
On XX/XX/XXXX I sent a message to the Mortgage Department via their online system asking for assistance. I received an email back stating that my message was received and they would respond back to me within 3 business days. To date no response.
On XX/XX/XXXX a statement was generated within the Citizen Mortgage system which shows that my next mortgage payment will be the {$1700.00}. Included within the systems documents is a new amortization schedule. It seems I now have a ten-year fixed rate mortgage instead of the 30-year mortgage I signed for and Citizens approved. You have to be kidding me! I believe Citizens may have regulatory issues and are acting in a predatory manner that needs to be addressed.
What Im looking for is that this is made right! For the most part nothing more than the agreed upon, approved and contractually signed mortgage we signed on for. As such, adjustment back to the XX/XX/XXXX payment that should have been {$810.00} a month for the remaining 350 months of my XXXX construction loan agreement now converted to permanent loan status. Consideration by Citizens to compensate me for the time, effort and literal waste of my time in attempting to get the Bank to if nothing else respond.
Included as attachments are pretty much all of the detail communications in chronological order that were done in my attempt to get my questions answered and resolved. There is a fair amount of redundancy as I attempted to keep the context complete and consistent as to who I was communicating with.
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| 06/15/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem with the payoff process at the end of the loan
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Web |
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XX/XX/2022, I decided to make a purchase for a new laptop ( college purpose ) Ive applied for credit thru the XXXX website thru citizens pay, since they were offering 18 months 0 % interest, if I made a purchase of 900s or more, which I did a total of 1500+, that same day I applied I received a message that citizen pay needed to identify my identity and will contact me within 72 business hours. I decided to call them on Monday XX/XX/XXXX to find out what May have happened since I never had this sort of trouble when I applied for credit. Citizens pay informed me that someone should get back to me no later than Wednesday XX/XX/XXXX, I waited till later afternoon that day for that phone call, upon my conversation with the representative that Wednesday XX/XX/XXXX they inform me that there was a hold on the account. So I told them that I havent received any call or had any miss calls from XXXX XXXX XXXX. So they decided to release the hold and go ahead and reapply on the XXXX website which again and I shouldnt have any more issues, unfortunately it did have me the same message as it gave me on XX/XX/XXXX. I called Citizen pay and they said go ahead again and I can be on the line for you while you re-apply, then everything when thru but as my surprise when it got approved the XXXX website told me that loan was 12 months, so I asked the Citizen Representative and she informed me that there should be an error because on their end they show 18 months, I should not worry about it and I can make my purchase. While making the purchase and choosing the form of payment as Citizen pay it was also giving me trouble as if I had never applied for credit. After a little while I received a confirmation of my new account number and decided to register the account, finally I made the purchase after XXXX attempts. I decided then to log in and I dont recall if it was that day or next just to make sure that it will show me the 18 months as per the Representative confirming the 18 months on their end Wed XX/XX/XXXX, but it didnt. So I called Citizen pay again to tell them and as per their information again they said No it is not 12 months because I can see in our end its 18 months, so she/he told me to check back on the website and see if it should reset and give me the 18 months no interest. Long story short now 1XXXX I had made several calls following up in this matter every 2 days or XXXX because I also inform them that if its 12 months then I will have to cancel the sale or return the product without opening it up since this computer is for my college purposes and I cant afford 12 months payment due to my financial situation which its very tight.
2- I believe I called on XX/XX/XXXX and ask them the same question, I believe at that point they said we dont offer 12 months or 18 months but our offer is 24 months so I dont know where you are getting that information then I replied you Representative not 1 or 2 but more than 3 had confirmed me that they could see on their screen as 18 months and upon one of those calls they had placed me on a hold since they needed to speak to one of their higher up, came back to me and reassured me that because this is a new account they cant do anything but it should settle automatically and if for some reason its still gives me the 12 months to call back again and they will fix the problem 3- On XX/XX/XXXX I received my purchase, ( computer ) I called Citizen pay on XX/XX/XXXX if I am not mistaken, and at that point again they put me on a hold, came back and reassure me that the problem will be fixed, before I hung up I asked them if they were sure because I am on a time line that I need a computer because my schools starts on XX/XX/XXXX and if not then Ill go somewhere else to get my self a cheaper computer using my other line of credit who doesnt have an option but only 12 months that will fit better on my budget since this is a big investment that I wanted to last me for at least 7 years. Again they said yes meam dont worry it should be fixed to 24 months I replied back to them I dont know why you are saying 24 months and I am not expecting the 24 months and please go back to the previous calls Ive made as I know you keep the recordings and your notations, all I am asking that the amount of months should reflect as 18 months as per the past conversations and confirmations from several Representatives, there was never mention on XXXX website that they offer 24 months so they replied dont worry you can call back next week in case its still it reflecting.
4- I called back Citizens Pay the following week and I cant tell you how many other calls I have made, at that point I already open the product since I needed to use it for my school. At that point Citizen not only treated me as if I lying to them, even I repeatedly request them to hear the previous calls this is what they told me in the next few calls With different reps made after XX/XX/2022 Meam we dont offer 18 months but 24 months. We offer 18 months but your purchase has to be more than {$1700.00}. We dont know who told you 18 months because we can see your approval only got for 12 months. You have to call XXXX since they have to fix it to 18 months. ( Upon requesting to look at their notes and recorder phone call conversations ) We can not help you, sorry, your payment are 12 months and we can not do anything about it.
5 - I have call XXXX and explained my situation how Citizen pay had treated me and giving me the run around. I had also told them to stop giving business to Citizens Pay and find a better lender who will really have respect for XXXX Costumers. Never in my life I been treated this poorly and Citizen Pay Representatives are very poorly train and dont know how to talk to their costumers as some sound as they just woke up from their bed or being bother, I also told XXXXt that from more than 7 calls I made only 2 or 3 knew how to talk to their costumer and with happy voice. XXXX are profesional and have a great costumer service as per my experience. I only regret that I had to return their product as full refund.
One thing that XXXX told me that once the product gets return Citizens Pay should give me back the credit and that I should call them Citizens and provide the tracking number of the return product ( which label was created by XXXX it self and emailed to me ) which I am doing today and I hope they dont give me more headaches or lies. NEVER DO OR GIVE BUSINESS TO CITIZEN PAY THEY HAVE NO BUSINESS ETHICS AT ALL, they should be Shut down and be penalized. I had so many credit cards in past and lenders and never like this I ever been treated. If I need to down load my calls records so you all can see how many attempts I made with this Business. Not only I should get rewarded as form of CEO Employee pay for the amount of time I wasted, frustration for the running around they gave me and treating me as if I a fool. Also my credit report should be fixed as well as if I never applied with this business which as soon I get my credit back from this lender I am closing the account.
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| 08/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Main Issue : Citizens Bank is in violation of the federal law under Unfair Deceptive Acts and Practices. I submitted an application for a " Modification Loan '' to get caught back up and Citizens Bank failed to deliver to me the documents that they required of me within their own deadline timeframe and then disqualified me from the hardship program when I did not return to them the documents that I never received. Now they refuse to take ownership of their mistake and have continued to make false promises such as " we will respond to you via email within XXXX business days '' yet I still haven't received this email and today is the XXXX business day. In addition, I have been hung up on twice during this XXXX month process by agents without any advance warning. Here is a timeline of the events that I will be sharing with my lawyer as well.
Call History : - XXXX of XXXX : I called Citizens One and advised them that I fell behind my payments due to a XXXX, XXXX, and reduction in income. They enrolled me in a Forbearance Program that expires in XXXX months and advised me to pay what I can when I can.
- XXXX of XXXX : I called Citizens One and advised them that I can't catch up my payments and asked for an extension to the Forbearance Program which was granted until XXXX of XXXX.
- XX/XX/XXXX I called Citizens One and applied for a " Modification Loan '' by completing the " Financial Prevention Package ''. I was told that I would receive a response if accepted and that the Forbearance Program would continue until a decision is made.
- XX/XX/XXXX I received a call from a notary on behalf of Citizens One. I asked what the call was in regards to and the notary said she could not discuss the details with me and that I would first need to contact Citizens One to discuss the details before she could speak with me. I asked if I could call her back after speaking with Citizens One and she said no, she would call me back after I have spoken with Citizens One first.
- XX/XX/XXXX I called Citizens One asking why a notary called me and what this was in regards to. I was informed that a notary was assigned to me on XX/XX/XXXX for my acceptance into the " XXXX XXXX '' program and that I will work with them to sign the documents and officially by enrolled by XX/XX/XXXX. I asked if I should call the notary back to reschedule now that I have spoken with Citizens One and the agent advised me to wait for the notary to call me back to sign the documents.
- XX/XX/XXXX I called Citizens One asking where the notary is ; it has been over a month, I haven't received a call back, and I am supposed to start the program on XX/XX/XXXX. I was advised to continue waiting and that the notary would call me soon.
- XX/XX/XXXX I finally received the call from the notary at XXXX PM EST to sign the documents ; XXXX months after I first requested the call. The notary said they could not meet the same-day but could meet tomorrow. I scheduled an appointment with the notary over the phone for her soonest availability which was the next day on XX/XX/XXXX to sign the documents.
- XX/XX/XXXX The notary never showed up to our appointment; ignored my call and text. She called me XXXX minutes after our scheduled appointment and told me that Citizens One cancelled the agreement and that I would need to call them to figure out why.
- XX/XX/XXXX I called Citizens One advising them that the notary never showed up at the meet up location and left me waiting for over an hour. I was told by the agent that I missed the deadline for signing the documents and would need to send an appeal email to be re-enrolled and would receive a response to that email within XXXX business days. I expressed that this was not my fault and that I had done everything I was asked to do ; Citizens One failed to deliver me the documents within their own deadline and I asked to speak with a supervisor. My request to speak with a supervisor was declined.
- XX/XX/XXXX I sent an appeal email to XXXX per the agents ' instructions and documented the situation in detail; asking for an appeal due to the bank 's failure to provide me with the documents and notary to sign those documents within their own required timeframe.
- XX/XX/XXXX I called Citizens One XXXX business days later due to not receiving any email response. I was informed that I would need to fill out the " Financial Prevention Package '' again in order to be re-evaluated for the program as I was no longer in Loss Mitigations as of XXXX of XXXX. I explained that I already filled out the " XXXX XXXX XXXX '' in XX/XX/XXXX and explained that Citizens Bank made an error and should fix it rather than putting me back through this process from the beginning. The agent said there was nothing she could do until I sent in that package again. I asked to speak with a supervisor because this process has already taken 4 months and I would not like to start it over again due to their bank 's errors. I was told I would need to wait XXXX business days for a call back from a supervisor.
- XX/XX/XXXX called Citizens One again on the XXXX business day for the email response deadline and asked to speak to a XXXX ; XXXX told me to wait XXXX more business days for a call back. I repeated my request to speak with a XXXX. The agent repeated their script to wait XXXX more business days. We repeated this exchange several times until the agent purposefully disconnected the call without any advance warning or notice.
- XX/XX/XXXX received a " do not reply '' email stating that I have been removed from " a package '' and to call " XXXX XXXX '' if this was done in error. Phone number provided in the email was generic and directed to the automated system ; email said to " login with the link below '' if this was done in error but the email had no link to click.
- XX/XX/XXXX Still no response for my appeal email. It has now been XXXX business days, XXXX day after their self-imposed deadline. No call from the supervisor either and today is the last business day they are supposed to call me.
- XX/XX/XXXX Called Citizens One again and asked to speak with this " XXXX XXXX '' who emailed me but she was not in office. XXXX said they scheduled a call back request with her and that I should receive that call by tomorrow at the latest. I asked to file a complaint and the agent said they would write down my complaint. While I was advising them of my complaint in a calm and collected manner, they disconnected they call without giving me any warning.
No doubt this issue will continue into the future with additional unfair and deceptive acts/practice which is why I have now taken action to file a complaint with the Consumer Financial Protection Bureau XXXX I have no faith that I will receive a call back from this " XXXX XXXX '' who is supposed to be my relationship XXXX nor from this XXXX XXXX XXXX either. This issue threatens my home and has caused me mental anguish over a XXXX month timeframe and that timeframe just keeps getting longer and longer.
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| 11/25/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XXXX XXXX, XXXX XXXX : XXXX XXXX XXXX XXXX submitted https//complaint.consumerfinance.gov/submit-a-complaint ID For 13th Complaint Sent To Citizens Bank XXXX The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve XXXX XXXX XXXX and XXXX XXXX XXXX XXXX.
XXXX D.C. XXXX & XXXX XXXX XXXX, Chairman, XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XXXX XXXX email to https//complaint.consumerfinance.gov/submit-a-complaint XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXXXXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XXXX/XXXX/XXXX Dear The Honorable XXXX XXXX & XXXX XXXX XXXX, I present to you my 13th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XXXX XXXX 13th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at XXXX XXXX XXXX XXXX XXXX or email me XXXXXXXXXXXX.
XXXX XXXX, Citizens BanXXXX Vice President & Operations Manager with support by Citizens Bank Consumer Finance staff XXXX XXXX XXXX XXXX XXXX Complaint For The Merit Of XXXX XXXX XXXX XXXX XXXX Complaint, XXXX XXXX Freely Believes Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Have Acted Without Merit & Unreasonably Showing Bias With Discrimination To XXXX XXXX XXXX XXXX XXXX. XXXX & Acts Of Theft For Their XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Cornet Of The XXXX XXXX, And XXXX XXXX, Patriot Forever Declaring Independence, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Pending Lawsuits Valued For Many XXXX XXXX XXXX XXXX XXXX & Her Inheritance.
XXXX XXXX freely believes the Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX with support by Citizens Bank Consumer Finance staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to show bias with discrimination to XXXX XXXX XXXX XXXX XXXX. XXXX & acts of theft for their XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXXt Of The XXXX XXXX, And XXXX XXXX, XXXX Forever Declaring Independence, XXXX XXXX XXXX XXXX XXXX XXXX XXXX pending lawsuits valued for many XXXX XXXX XXXX XXXX XXXX & her inheritance.
Please find documentation for XXXX XXXX XXXX XXXX 13th Complanit : XXXX XXXX 12th Complaint XXXX, XXXX XXXX Home Equity Loan Statement Date Statement : Amount Due {$7600.00} [ {$1200.00} + {$290.00} + XXXX ] ; Estimate Payoff Amount On XXXX XXXX, XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$290.00} + Past Due Payment {$6100.00} = Total Amount Due {$7600.00}.
Amount Past Due {$6100.00} + Late Charges Due {$290.00} = Total Amount Due {$7600.00}.
XXXX XXXX, XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX.
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE XXXX LATE CHARGES DUE {$330.00} TOTAL AMOUNT PAST DUE {$6400.00} XXXX XXXX Offers This Bottom-line For Her XXXX XXXX 12th Complaint : XXXX XXXX Freely Believes Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank XXXX Equity Loan Department Have Freely violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK CONSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE DOCTOR XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX & XXXX XXXX XXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY PENNY OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX.
XXXX XXXX XXXX XXXX, XXXX COMPLAINTS WERE SENT BY CERTIFIED MAIL TO THE HONORALBE DOCTOR XXXX XXXX XXXX AND CITIZENS BANK CEO & GOVERNORS XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX COMPLAINTS WERE THEN FORWARDED TO CFPB WHO SUBMITTED THESE COMPLAINTS ON XXXX XXXX, XXXX TO CITIZENS BANK AS CFPB COMPLAINT XXXX. PLEASE THOROUGHLY READ CFPB COMPLAINT XXXX IMPORTANTLY NOTING THE XXXX XXXX COMPLAINTS BELOW.
XXXX XXXX XXXX XXXX 1st Complaint Discrimination and Bias Against XXXX XXXX XXXX Citizen In XXXX History To Have Lived Unlike President XXXX XXXX Following A Hairsbreadth Of XXXX XXXX XXXXy, & XXXX A. XXXX A XXXX XXXX Veteran & XXXX Like XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Adopted Profoundly Abused Show Himalayan Cats.
XXXX XXXX XXXX XXXX 2nd Complaint Citizen Bank Consumer Finance With Home Equity Loan Department Have I Believe Acted To Steal My Priceless Once In All Of History XXXX XXXX XXXX XXXX Of The Independent Colonies, Declared the XXXX XXXX, Cornet Of The XXXX XXXX & XXXX XXXX, Patriot Forever Declaring Independence XXXX XXXX XXXX XXXX To Be Forever Honored And Revered As A United States Of America XXXX XXXX, Just Like National Treasures Of The Declaration Of Independence, XXXX XXXX XXXX XXXX XXXX, & XXXX Flag By Working To Initiate Foreclosure Proceedings & To Hang Up During My Calls.
XXXX XXXX XXXX XXXX 4th Complaint Citizens Bank Home Equity Loan Department Has Acted In Its Initial Foreclosure Proceedings To Deny Me & Steal From Me My Opportunity For Important Lawsuits Of Substantial Consequences Including Actually Getting XXXX XXXX XXXX XXXX President Judge XXXX XXXX Declared Estate Share Of XXXX XXXX, XXXX.
I wish to take the opportunity to thank you very much for your important priceless work reading my XXXX XXXX XXXX Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX
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| 04/27/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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ON Monday, XX/XX/XXXX, I met with XXXX XXXX XXXX, Home Mortgage Officer at Citizens Bank, XXXX NY AND ASK HIM TO RUN AN OFFICIAL APPLICATION FOR A MORTGAGE PRE-APPROVAL WITH CITIZENS BANK.
Originally, I was A PREAPPROVED BUYER BY XXXX XXXX XXXX (XX/XX/XXXX) and wanted to shop around so I can get a better mortgage rate. Citizens Bank or the former CCO was my mortgage loan bank up to XX/XX/XXXX, when I sold my house at XXXX XXXX XXXX XXXX NY.
I sold my house, because it was located next to A SATELITE TOWER, which causes XXXX and XXXX, and my son was the unlucky one to get very ill with a XXXX XXXX AND XXXX IN XX/XX/XXXX, and he was living with me for three years at the house next to the satellite tower.
I applied for the Citizens Bank mortgage on XX/XX/XXXX, because I was a perfect customer with NO LATE PAYMENTS FOR three (3) and a half years with Citizens Bank. Thus, during this time, life happened, I was unemployed for a short time, and I had turn a few credit cards in derogatory accounts WHICH ON XX/XX/XXXX were in a Paid off condition, less than the original amount but appear not so good on my credit report. I also have SIX FIGURES STUDENT LOANS IN REPAYMENT. THUS, my tri-merged CREDIT report, after I applied with XXXX XXXX, showed a middle score of XXXX, sufficient for Citizens Bank, or ANY BANK to prequalify me for a mortgage. ANY BANK WOULD LOOK FOR A SCORE HIGHER THAN XXXX.
I was VERY FORWARD AND HONEST with XXXX XXXX, when I told the Citizens MORTGAGE Officer that I have a six(6) figure student loans in the Income Based Repayment Plan. I ASKED HIM HOW THE CITIZENS UNDERWRITER WILL CALCULATE this TOWARD THE INCOME-TO-DEBT RATIO - ONE PERCENT OF ALL loans toward, OR THE AMONTHS that I presently pay, which are REPORTED ON MY CREDIT REPORT? In XX/XX/XXXX, SAME BANK CITIZENS BANK issued my MORTGAGE under the condition of $XXXX payments on my six figure student loans, total amount not so different than my present student loans.
I was a single mother for twenty years, working three jobs, raising my children alone on FS, but achieving THREE XXXX XXXX, AND TWO XXXX XXXX, all at my expense of six figure student loans. I also speak four(4) languages and presently, I am a XXXX XXXX XXXX.
But the trouble of getting a MORTGAGE for me is: I do repay my student loans under INCOME BASED REPAYMENT PLAN. Student Loans Income Based Repayment Plans were a Bill, which is NOW A LAW, accepted BY THE CONGRESS during the President Obama's term. Student loans are FIXED INCOME RATIO AT 10% OR 15% and provable with the Income Based Repayment Plan Document issued by XXXX XXXX. Thus, the MORTGAGE companies, Banks, etc. would UNFAIRLY AND WRONGLY TAKE 1% of the income-to-debt ratio student loans of any student to DISQUALIFY HIM/HER against THE OPPORTUNITY TO GET A MORTAGAGE.
This is the case with Citizens Bank as well as they follow the XXXX XXXX guidelines in underwriting.
XXXX XXXX most recently changed the unfair 1% rule to what it should be: as reported on the student credit report. FOR EXAMPLE: MEDICAL PROFESSIONS, DOCTORS, ETC. ARE EVEN more PRIVILEGED THAN ANY OTHER profession- THEIR STUDENT LOANS ARE NOT COUNTED AT ALL( WHICH I'D ARGUE IS A DISCRIMINATION BY CREDIT WORTHNESS SINCE OTHER PROFESSIONS DO NOT HAVE THE HIGH SALARIES OF THE M.Ds!!!)
I copy the email by the Citizens Mortgage officer. It appalls me THE INDIFFERENCE NOT ONLY TO MYSELF BUT TO MILLIONS OF FORMER STUDENTS. It also DEMONSTRATES ABUSE OF POWER when one is in the position of the MORTGAGE OFFICER WHO PLAYS WITH THE DESTINIES THE FORMER HONORABLE STUDENTS; SIMPLY THE CITIZENS MORTGAGE OFFICER MAKES HIS OWN RULES AGAINST THE LEGAL, LAWFUL RULES!!!!!
"RE: XXXX XXXX(....)_Please consider the copy of the article and OFFICIALLY APPROVED ME FOR A MORTGAGE WITH CITIZENS BANK WITH MY SCOREE OF XXXX
XXXX, XXXX XXXX XXXX XXXX XXXX(.......)
Today at XXXX XXXX
Hi XXXX did look at the XXXX XXXX guidelines for the student loansand YES the have changed the way for us to calculate the payments. Unfortunately, we still have to go by our current guidelines until the new ones are reviewed and we accept them. I dont have a date as to when that will happen. I do understand that you want to get into a home as soon as possible but the way I have to calculate your payments on the student loans raises your debt to income ratio outside the qualifying parameters.
As soon as we incorporate the changes I can move forward with your application. XXXX XXXX XXXX Mortgage Loan Officer
Home Mortgage XXXX
NMLS# XXXX
Citizens Bank
XXXX XXXX XXXX XXXX, NY XXXX
Mobile: XXXX-XXXX-XXXX
Facsimile: XXXX-XXXX-XXXX
XXXX
www.XXXX.XXXX
www.XXXX.XXXX/XXXX" END OF EMAL.
When the Mortgage Insurance Corporation or PMI, or XXXX XXXX, most recently, in XX/XX/XXXX REGULATED AGAINST the FRIVOLIUS 1% with NEW UNDERWRITING GUIDELINES, declared that there are new guidelines this has ment to be applied on XX/XX/XXXX and the old rules to be ruled unlawful.
Citizens Bank is brutally ignoring the XXXX Guidelines even those apply to Citizens Bank as XXXX XXXX is the Investor for Citizens Bank.
XXXX XXXX is following the guidelines; how could Citizens Bank is an exception?
More importantly, I was refused a formal ANSWER or Denial of my formal Paper application. WHY? Because the Citizens Mortgage Officer could NO LEGALY backup his decision thus hoping that I will go away without perusing my rights!
Specifically in & XXXX XXXX states that student loans in repayment WILL NO LONGER BE CONSIDERED AS 1% OF THE TOTAL STUDENT LOAN TO CALCULATE THE MORTAGAGEE INCOME-TO-DEBT RATIO. INSTEAD, BANKS MUST TAKE THE CREDIT REPORTED MONTHLY AMONTS of the STUDENT LOANs when eligible for INCOME BASED REPAYMENT PLAN OF the STUDENT TO QUALIFY HIM/HER FOR A MORTGAGE.
I am very disappointed after receiving the email from the Citizens Bank Mortgage OFFICIAL, WHO REFUSED TO PROCEED WITH MY MORTGAGE APPLICATION FOR PRE-APPROVAL, EVEN THOUGH XXXX XXXX PROCEED WITH A FORMAL PAPER APPLICATION FOR PREAPPROVAL. XXXX XXXX RUN/RUIN MY CREDIT SO HE CAN PREAPPROVE ME. THEN, XXXX XXXX NEVER PROVIDED ME WITH AN OFFICIAL DESISION BY CITIZENS BANK OF PRE-APPROVAL OR DENIAL.
UNSTEAD, XXXX XXXX UNFORMALY DENIED MY APPLICATION WITH CITIZENS BANK, emailed me that he will CONSIDER THE OLD RULES OF 1%, even those rules are UNLAWFUL AND UNRULED BY XXXX AND XXXX XXXX.
I disagree to be unfairly and unlawfully discriminated by credit worthiness, and more so since Citizens Mortgage Officer refused to follow new changes of XXXX and THE LAW.
My BIGGEST CONCERN IS THAT MANY BANKS WILL ELECT TO CUT OFF FORMER STUDENTS OF THE OPPORTUNITY TO GET MORTGAGES, EVEN ESCAPING THE NEW REGULATIONS.
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| 01/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Ive been getting nowhere reaching out to citizens one financial lending. Here are some of the notes I have since XXXX Ive been told on several different occasions that I was under modification since XX/XX/XXXX, I went through a bad divorce caught XXXX three times submitted all the documentation to citizens one and never in all the i have received a call back. Ive continued to call them have been told several different things that a modification was excepted that my ex-wifes name was removed from the loan that they were adjusting the payment to accommodate myself being on XXXX yet now after everything is said and done they are refusing the modification again stating that its under review after they upped my payment instead and now even hanging up on me when I call for updates. When I call citizens in the United States their employees cant believe what Im explaining to them and when they transfer me over apologize and state theres nothing they can do that that department is now overseas and when XXXX about citizens there are thousands of people going through what Im going through and not receiving any type of updates or help. Im hoping someone here can you please help me Ive suffered XXXX my family is attempting to help me being a prior lender in the early XXXX I am appalled and cant believe that this lender is allowed to treat and abuse people the way they are. Please help me im a single father of XXXX sons trying to keep my home and I apologize if my message is hard to read as I use voice to text since my XXXX.
Ive even tried to attempt and refi outside of modification and citizen has made it very difficult to get the information to the new lenders. I dont qualify for my VA benefits as I did a general discharge so Im trying to refinance pay the fees just to not deal with Citizens but they will not disclose or give information to lender.
Called XX/XX/XXXX for follow up and told still no answer for loan modification to wait it was still in process Talk to XXXX at XXXX on XX/XX/XXXX told me that still in process and forbearance plan.
My loan number is # XXXX XX/XX/XXXX spoke with XXXX XX/XX/XXXX spoke with XXXX XXXX no updates XX/XX/XXXX spoke with XXXX told me to call back Monday. Told me to call back Monday.
XX/XX/XXXX called and spoke with XXXX In lost litigation.. at XXXX. No updates I asked for a supervisor. And they said not one available XX/XX/XXXX spoke with XXXX in lost litigation XXXX no updates XX/XX/XXXX spoke to citizens letting them know I received their packet again for loan modification this is now the second time I was sending everything. I faxed scanned and certified mailed the packet so they wouldnt say it wasnt received again. They verified packet was received but had no information on it for me to wait for 4 to 6 weeks for a response.
XX/XX/XXXX XXXX spoke with XXXX and was told no update and now to wait 3-4 weeks and to continue to follow up 2-4 weeks to find out if approved or not. Asked several times for supervisor or manager to get update and she said no managers available.
XX/XX/XXXX called at XXXX with XXXX.. and was told extending till XXXX. Was told to call back last week of XXXX. Was told to ignore first offer of total payment {$54000.00} and tell them I refusing first offer. That it doesnt put me in default. Was told it wont affect any loss. That way they could send me a second offer on actually modifying the payment and not asking for a huge lump sum..
XX/XX/XXXX. XXXX Spoke with XXXX - She first said to print out 2 bank statements and submit them but then told me at the end of the conversation that not to do that. the loss litigation department would go ahead and update me on what to send because their department will specifically tell me what they need. I asked her more than once was she sure and she said to wait not to send anything XXXX was the person on XX/XX/XXXX, XXXX refuse to give manager said no update. Couldnt give me a manager or escalate No updates on my loan to call back in six weeks XX/XX/XXXX XXXX am XXXX telling me wrong information given never was approved for a modification. That previous representative lied and told me incorrectly. I specifically told her was I lied to and her Answer said yes you were told wrong.
Then same day spoke with XXXX at XXXX was transferred to them. No manager available.
XXXX only number to call now is for modification. XX/XX/XXXX this is citizens Ones loan mod department said its still under review but approved I will be getting the paperwork any day now. no amount given a modification specified is it going to go back to the original payment of 2900 or they going to actually modify it since Im now XXXX and divorced and she said to wait for the documentation to come in.
Called on XX/XX/XXXX at XXXX am spoke wish XXXX and was told 18 months is the max I can get extended for and that they have to give me an answer before then. I am now on 17 months and have yet to get 1 call back. She might explained nothing more could be done at this moment but within a week I should have a answer.
XX/XX/XXXX called spoke to XXXX and let them know still no mortgage payment received showing amount of XXXX I still sent there New full payment of {$3400.00}. since they now upped my payment to that amount. Instead of original payment of {$2900.00}. He didnt specify that the note showed my interest rate was going down to 3 1/2 % from 4 1/2 and the payment would be {$2900.00} XX/XX/XXXX spoke with XXXX in XXXX XXXX Virginia office about loan modification XXXX consumer offers office. I was told by previous representative XXXX that I needed to speak to the department now since the modification was not showing up now that I needed to start everything over again.
Was told Notes on XX/XX/XXXX ( yes a year ago ) shows name change and modification process I needed this information to be able to refinance since they are not responding to me.
XX/XX/XXXX Spent three hours on the phone spoke with XXXX who hung up on me after cursing at me and yelling at me telling me to stop effing calling. XXXX Same day I called again and finally got someone in Citizens to pull up account to give me mortgage statement showing I paid the last three months of the modification amount they gave me for {$2900.00} I expressed as a representative I received an email statement showing that they are now reviewing my loan again and that it was not accepted. She then transferred me back to the lost litigation department were XXXX told me the modification was now under review again and never accepted but to continue to pay what I could. But no new notes and they went removed the new price they gave me that there is no acceptance letter.
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| 08/15/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
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- Problem with a company's investigation into an existing issue
- Investigation took more than 30 days
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Web |
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I submitted complaints since XXXX and nothing has been done and at one point someone called me but no one answered me calling back over 5 times and -now 24 hours later, as usual- I think they figure I will get tired of paperwork and I will report it to the news channels and the President of the United States if I do not get satisfaction!? Yesterday- after filing a complaint due to more issues - no one answers my phone calls and I got a letter for a claim that I did not even submit denying it and wasting my life for which there is NO PRICETAG??? I think that Citizens Bank wants me to get tired and give up but I will not!!! The Fraud Department is a " Ghost Job '' ( I can say with confidence! ) and XXXX ( a bank representative ) informed me that it is too much money to make transfers and that is a lie it is free! That was the reason he gave ME YEARS AGO FOR HAVING TO CLOSE THE opened account to deposit a fraudulent check from XXXX XXXX XXXX for a claim I NEVER made ( and I sat with XXXX for over an hour asking him if any large amount was deposited as I never got the Life Insurance from XXXX and he told me NO YET THERE WAS -- the {$2300.00} for which I aforementioned? on XX/XX/XXXX - the day I was in XXXX XXXX XXXX with an ex-colleague/friend filing to become XXXX to my recently deceased mother, XXXX XXXX DOD XX/XX/XXXX. XXXX told me he closed One Circle Gold -- checking account I believe it was called? ) over five ( 5 ) years ago. Yet, on XX/XX/XXXX, upon entering bank on XXXX XXXX, I was told by XXXX that I will not be charged the {$8.00} overdraft fee which is when I saw the ( what I thought XXXX closed over five years ago? ) on XXXX 's computer screen transferring HUNDREDS of DOLLARS A DAY -which I saw only briefly?! I asked to please keep the visual of what was going on in my name XXXXOPEN so I can see and IT WAS NOT -- THE ACCOUNT IN MY NAME disappeared as surprisingly it appeared?! XXXX practically jumped out of his seat -when he apparently overheard from 2 cubicles away from where i was sitting! ) and swiftly walked to XXXX 's cubicle stating, " I remember closing that account but I do n't remember why ...! ''!?! The GAMES BEGAN THEN AND THEREAFTER TO THIS POINT!!!!! I attempted filing claims amicably but on 1 occasion, XXXX yelled at me telling ( necessitating the guard to come over to see if I was ok and XXXX shoul ed, " I can close your account right now XXXX XXXX IF I WANT TO ''!? At that point, i stood upo and while backing up out of his cubicle I stated quietly ( as I now recall being shocked over the entire situation )., " ... I bet you can.. ''!!! ( saying my name wrong as he knew me for over 20 years ) XXXX also told me thag there is only 1 way he can report it and that is -Debit fraud. I told him XXXX, XXXX XXXX, XXXX XXXX, and many other places but, he only put in for XXXX - XXXX in XXXX for which I did get credited in the amount of {$78.00} in XXXX or within 4- 6 weeks from XX/XX/XXXX???! Now, I am treated like a criminal at both banks ( located in my vicinity ) and they even took away my debit card yesterday, XX/XX/XXXX, + I can NOT see what is going on with my HELOC as I never have?? ) and refused my access to checking account where my Pension gets directly deposited and also my social security which has been deposited there for over 20 YEARS!!! -- Even while working as a XXXX XXXX Teacher I had the same bank. My check was directly deposited. I must be able to see my money and not be treated like a criminal as aforementioned. I had no complaints until my world collapsed and I learned that people/vultures attack someone who just lost their thinking perhaps they are so vulnerable that XXXX will not notice -- I was advised!!!!! XXXX has been transferred ( since the date of the yelling incident ) out and yesterday the bank rep at XXXX XXXX XXXX XXXX, XXXX, PA XXXX branch ( he was respectful though and just following orders ) took away my debit card as aforementioned. Although, only on a few RARE occasions have I even used the card which ( by the way ) is the SEVENTH CARD in a couple months and they take 5 - 10 business days for me to receive and purchases are made -SOMEHOW- even when card is NOT IN MY POSSESSION- which is proof in itself there is cyber fraud of some sort??? I am NOT on Citizens Bank 's payroll but I have been doing the job of whoever is getting paid to the Fraud Department. No one ever once contacted me?! Even the stores that I patron are asking me why I have been using cash almost the whole summer yet the Fraud department has not noticed that I never before ran i.e. in and out of XXXX several times/day over the course of XXXX years???. EVEN On XX/XX/XXXX, I saw that somehow ( according to bank statements ) went to the XXXX store 2 - 3 times after my visit to that store at approximately as My friend, XXXX XXXX and I were en route to XXXX XXXX XXXX to XXXX, XXXX XXXX Florida in a cab! I later ( a few months ) I submitted a claim but the bank decided that I could be in 2 PLACES SIMULTANEOUSLY AND I NEVER GOT THAT MONEY for 2 subsequent visits to the XXXX while in a cab ...??? XX/XX/XXXX??? Now it has been going on for 8 MONTHS AND THE BANK REPS ARE TELLING ME THAT I WILL NOT GET ANYTHING BACK DUE TO DUPLICATE CLAIMS???? If my money was secure and I received compensation for stolen money, I would NOT be continuing to submit claims. Pleases help me as I sat in XXXX XXXX insurance company ( office on XXXX XXXX ) with XXXX and she did NOT find any claim which the ( so called fraud department never noticed a dead account? ) with a fraudulent check? I deposited on the date I know where I was?!?! Therefore, I conclude NO FRAUD DEPARTMENT WITH CONFIDENCE!!! My mortgage is with Citizens Bank!!!!!!! Never late the entire time since XX/XX/XXXX!!!! Yet, as stated in yesterday 's complaint, Citizens Bank put me as BAD payee costing me THOUSAND OF DOLLARS IN HIGH INTEREST FOR MANY THINGS INCLUDING ( but not the limited to ) my home insurance, car insurance + and prior car ensuring my XXXX XXXX which is based on a credit score as you know. This new complaint is because of my debit card taken from me and getting 1 phoner call and considering that a follow up as has been done several times over the past 8 months and I am tired of going to and from the bank and on the pohone all odf this irme fora a credir that does not even appear but NOW i have no ability to see ++ I aml negative {$480.00} approximately for none other than overdrafts ... I find quite humorous if not MY REALITY. PLEASE HELP ME
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| 03/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The dispute is with Citizens Bank on a mortgage. The loan is with me and my son. My son lives at the house for which this mortgage was obtained.
My son received a statement dated XX/XX/XXXX stating that his escrow account had a shortfall of {$3400.00}, which would raise his payment from {$1100.00} to {$1500.00}, a {$310.00} increase!! I knew something had to be wrong about that, so I reviewed the escrow records. The review showed that there were excessive insurance payments made in XXXX, which will be described below.
In XX/XX/XXXX, Citizens sent an insurance payment to XXXX XXXX XXXX in the amount of {$2000.00} to cover the cost of the annual home insurance ( Citizens check no XXXX ). However, the check arrived after the expiration of the policy, and XXXX XXXX XXXX would not reinstate the policy. The insurance agent notified me of the problem, and a new policy with a new insurance company ( XXXX ) was obtained. In XX/XX/XXXX, Citizens sent a check to XXXX in the amount of {$1900.00} and {$23.00}. They sent another check to XXXX in the amount of {$360.00} in XX/XX/XXXX.
On XX/XX/XXXX, I called my insurance agent to look into this. He told me that XXXX XXXX insurance received the check too late, and that they cancelled the policy and would not reinstate it. He also told me that when he contacted XXXX XXXX, that they said that they did NOT cash Citizen 's check XXXX, and that it was sent back to Citizens Bank to the address on the check ( see attached letter ). I contacted Citizens insurance department to let them know what had happened. They said that they would put a tracer on the check which would take seven days. I contacted the mortgage department ( representative XXXX XXXX to find out what the payment would be once the {$2000.00} was put back into the account. He said that he would have to check with the insurance department to discuss this, but since they were already closed, he would call me back the next day. He did not call me back.
On XX/XX/XXXX, I called the Citizens insurance department again and spoke to a Lateesh ( sp? ). She said that the check was found and that the {$2000.00} would be back in the escrow account the next day, XX/XX/XXXX. I also spoke to XXXX in Citizens mortgage department. She told me that we could spread the shortage over 36 months with a payment of {$1300.00} to lower the required payment until the issue was resolved, but that she would have to submit it for approval. Not knowing what else to do, I told her to submit it. However, she told me that once the {$2000.00} was credited to the account, the new payment would be {$1200.00}.
On XX/XX/XXXX, the normal automatic payment went to Citizens from my sons account.
On XX/XX/XXXX, I checked the Citizens account online and found that the {$2000.00} was still not back in the escrow account, and the payment was still {$1500.00}. I called Citizens insurance line back again. However, apparently, I hit the wrong option on the automated system, and it sent me ( unknowingly ) to customer service, where I waited on hold for about two and a half hours ( there was no option for a call back ). They transferred me to the insurance department, where I spoke with XXXX, who put me on hold for another 30 minutes. I hung up because I had another issue to attend to. I called back again, and I eventually spoke with XXXX, who told me that the research department had found the money ( either found the check or that it was not cashed, I was not clear ). They had to issue a stop payment, which could have been done on XX/XX/XXXX, but that it had not happened yet. There was a note in the file at 9:09 a.m., that it will be put in the account ( presumably from the research department ). I wanted to complain about XXXX putting me on hold for 30 minutes and find out why the money wasn't in the account now, so she put me through to her supervisor, XXXX ( sp? ). XXXX said that there were processes that had to be followed, and that it would take several days to get it done since the stop payment hadn't occurred until this call ( XX/XX/XXXX ). I told her that it should have been done a week earlier. She acknowledged that mistakes had been made and that I should not have been told that the money would be back in on XX/XX/XXXX. I told her that all that I wanted was for the money to be replaced and to pay a normal payment as if the money were in the account. She said she understood, but that there were processes. I also told her that I would be filing a claim of fraud and theft with the Consumer Financial Protection Bureau the next day if the funds were not replaced.
On XX/XX/XXXX, I checked the account again and to pay the balance between what was paid on XX/XX/XXXX and {$1200.00}, which is what XXXX in the mortgage department said it would be if the payment was re-evaluated with the {$2000.00} placed back into escrow. I noticed that the payment was lowered to the {$1300.00} amount for spreading the shortage over 36 months. I also noticed that the payment made on XX/XX/XXXX was put into a " suspense '' account and not credited to principal or interest. I contacted Citizens XXXX department again and had them put in the record that I was paying the {$1200.00}, and that if there were any late charges, there would be a problem again. I also let him know that I was filing a claim with the CFPB once I hung up. He said he would have XXXX call me back. XXXX did call me back and stated that there were processes that take time. I told her that all that I wanted was for the money to be replaced, and to pay the normal adjusted payment, which I was told was {$1200.00}, and for the money that was placed in the " suspense '' account to be credited to principal, interest like it should be. She said that I would have to contact the mortgage department. I told her that I was not willing to sit on hold for another two and a half hours, and that I was done. She acknowledged that they get busy later in the morning. I let her know that Citizens had screwed up at least four times, and I don't see any progress in getting my money back into the account. I don't care about their processes, because they are the ones who screwed up four times ( e.g. sending the check late, not issuing a stop payment multiple times ). Neither I nor my son, had any contact with the check, and if there was any dispute, it should have been between XXXX XXXX XXXX and Citizens, since they are the ones who botched this. I also let her know that I was filing a claim.
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| 12/20/2017 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
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I met XXXX XXXX on XXXX sometime in XX/XX/XXXX I think. He friend requested me. For a long time I did n't answer the friend request I finally did and accepted him. We started talking and we hit it off pretty well, I thought. After he told me he loved me and wanted to marry me, he then asked for my help and that he was in jam. He asked me to send money to XXXX to pay for his shipping fees for goods that he was selling in XXXX worth about 1.3 million in USD. I agreed to help him. Then a few days later he told me that there was a tax fee he did n't know about of {$5000.00}. I helped him. All the while expected he was going to pay me back because he said he would several times which I have snapshots of our conversation on XXXX. After the tax fee was paid he told me he needed money to pay the hotel bill because he spent all his money on the tickets to fly to USA with his daughter, XXXX. ( I actually spoke to his daughter XXXX, supposedly after they arrived in XXXX. ) I have receipts for all the XXXX XXXX transfers that I sent to XXXX. I have snapshots of the names he told me to send them to. Including fees I spent {$15000.00} loaning him money. He kept saying that his friend, another buyer, owed him money from artwork he sold him and was going to pay him in XX/XX/XXXX. At the beginning of the month of XX/XX/XXXX he told me he would pay me back and it would take a few days. Then it turned into just wait. Then it was the XX/XX/XXXX. The it was the XX/XX/XXXX. I have it documented that I wrote his friend said the amount he owed him ( {$64000.00} ) would not show up all at once and the first amount would be {$6500.00} and that I should send that to him to pay the final transfer fees for his XXXX XXXX. ( XXXX told me the transfer fees was why he was " stuck '' in XXXX with his daughter the whole time. ) He stopped talking to me for a few days. I have it documented that he started talking to me again on XX/XX/XXXX and transferred {$5000.00} into the savings account I opened for him about three weeks ago. He said that I was to send him {$2000.00} of it to pay for the transfer fees for his XXXX XXXX dollars with the XXXX. I told him I would n't go behind my mother 's back ( I had confided in three family members by this time. ) to send him another transfer. Also, I said if he paid me in full I could show my mother this and then would be able to send him whatever he needed. I lived with my parents then and she told me I could find another place to live if I sent him anymore money. I tried telling XXXX this but he did n't seem to care I would be homeless. He was trying to get me to do it without telling my mother. I was adamant about not sending him anything and did not. He again stopped talking to me. Then he had his friend call me. He said his name was XXXX, his number was XXXX. He was in NY at the time and told me he was going to XXXX. He told me that I was to send the {$2000.00} to XXXX or he was n't going to pay me the remaining amount that XXXX owed me. I remember having several phone conversations with this man " arguing '' about sending more money or I would not get my other money back. Today I still get angry that I was taken advantage of with regards to money, regardless of being XXXX medications. I can assure you this will never happen again in my life time. XXXX manipulated me into believing I was helping him with his business. However, he did it in a way that was " romantic like ''. I do not know if because he tricked me into believing he was coming to America to be with me when he got the XXXX XXXX dollars matters as a business transaction or not. However, I am also including the information from the bank I used ( which the account is now closed ) and the bank in XXXX that he was referring to. I am also including contact information that XXXX gave me when he said he was from XXXX. Right now I am not sure what to think because it has come to my attention that he could have been XXXX. I remember seeing a glimpse of someone while on XXXX ( for XXXX reasons ) but the video was not clear on his end. I heard his voice and his supposed daughter 's voice at one point. I spoke to his daughter in regards to her interrogating me about " doubting her father ''. My bank was Citizens Bank, account number XXXX routing number XXXX. The XXXX bank was XXXX, XXXX XXXX XXXX XXXX 6. XXXX XXXX, XXXX XXXX, XXXX. Remittance Department XXXX. XXXX 's contact information in XXXX was XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX. Phone number XXXX. I had another number I thought, however, I am dealing with a family matter and do not have access to all of paperwork. Email address for XXXX was XXXXXXXXXXXX. XXXX 's business address was XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. It was some kind of art gallery. I do not have the information on the name of the art gallery. I have names of the people I address the money transfers to. XXXX XXXX. ( male ). XXXX XXXX. XXXX XXXX XXXX. All were sent to an XXXX location. I have some sort of flight plan information too. It includes his name and his daughter 's name on it. I feel like I am missing some of the information that I had saved for some reason. I have pictures of a man and his daughter. However, I am almost positive that is not who I was actually talking to. I later looked him up again on XXXX to continue to try to get the remaining money back. ( XXXX ). I also tried to email him again at some point I remember. On XXXX I found another man and his daughter under the same name. I had taken screenshots of that person on my phone. However, because I was told over and over again there was nothing anyone could because I had not broken any laws, nor did he, I deleted everything off of my phone just about. Consequently, I do not know which company to consider this complaint on. His " art gallery '', my bank at the time, or the XXXX XXXX in XXXX. I will also mention that Citizens Bank recently started playing additional criminal accounting games with me on my account and I was forced to close my checking and savings account after being with that bank for over 20 years. Since that just happened I am not providing details on that unless otherwise requested because it is kind of difficult to prove what they were doing. I do not have the ability to attached all the documentation that I have to support this complaint.
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| 12/29/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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This experience has been with Citizen 's Bank. On XX/XX/XXXX, I noticed XXXX purchases from my checking account that I did not make that had posted on XX/XX/XXXX. They were for the amounts of {$20.00}, {$20.00}, {$21.00}, {$38.00}, {$31.00}, {$15.00}, {$16.00}, and {$29.00}. All these purchases were made in a different state than I live, at a XXXX 4.5 hours away. I immediately called the bank and reported this activity. I filed a claim and cancelled both cards on the account. I asked to close that particular account, as I felt this account was compromised, but was told not to close the account, as the bank would need a place to return the funds after the completion of the investigation. I also transferred the remaining balance of that account to a different checking account within Citizens, to prevent further loss of my money.
On XX/XX/XXXX, I received a notice that my account was overdrawn, and upon reviewing my online statements, I found 4 more fraudulent transactions that had posted on XX/XX/XXXX in the amounts of {$6.00}, {$26.00}, {$13.00}, and {$19.00}. These purchases were made at the same XXXX in many hours from where I live. I called and filed a claim for these purchases as well. I asked again to close this account, and was told, again that I should not do. An alternative was offered to place my account in a credit-only status, so that no money could be withdrawn from the account. I was then transferred to the collections department, who informed me that placed my account in a credit-only status, even though they usually only do this for accounts that are in collections ( my account was not in collections ). She told me that she would make a note in my account that I had an active fraud investigation pending, as the reason for this and informed me that after the investigation had resolved, I would need to call the collections department back and request termination of this status. We had money deposited that resolved the overdrawn status of the account.
On XX/XX/XXXX, I still had not heard any news about these claims. My husband, who is also on the account, received notice that our account was, again, overdrawn because even though the account was supposed to be in a credit-only status, Citizen 's bank allowed pre-authorized bills to be deducted from the account. He called the bank and asked them to charge back the amount, as nothing was to come from this account, but he was told that there was nothing they could do. I called them back to inquire about this, as well as the claims I had submitted almost a month ago, and was told that not only was the account in normal, active status, but my claims had been denied, as the bank felt there was " no error. ". I had never been contacted regarding this and they were unable to provide any information as to why the bank felt the claims were unfounded. The customer service representative, scheduled a phone call with the fraud department, but they never called me.
I made another call, later that day, letting them know that I never received a call, and asked to be transferred to the fraud department, supervisor, or given a corporate number. The customer service representative told me that the fraud department does not take calls and the only thing he could do is request another call. He denied that there was someone else that could help or a corporate number that I could call. I tried to express my frustration and without warning he placed me on hold and never returned to the call -- the call was terminated on their end. At this point, I realized that my money is not safe in this bank, and I transferred all my money from the other accounts I held with them to an external bank, after which I was locked out of my online banking account.
On XX/XX/XXXX, I called again, and was able to speak to a customer service supervisor. She was also unable to be of much help, only requesting, yet another appointment with the fraud department and removing an overdraw fee ( after my account had been wrongfully overdrawn ). She was unable to address the fact that I had still, not even once, been contacted to discuss my claim. She gaslighted me, telling me that accounts are not placed in credit only status, per customer request, even though this is what occurred. She also told me that it was not true that I should not have closed this account, as the funds could have been placed in a different account. I assured her that my account of events is true, and asked if an internal investigation could be performed, since all of these calls are recorded. She replied that no one is able to listen to these calls, as they are only for training. Adding insult to injury, she was apathetic to the ways in which I was misled and wronged by the bank. Stating only, " I have documented your displeasure. '' When I asked what this documentation does, she confirmed that it would not help to resolve my situation and would potentially help lead to internal changes in bank policy.
Not only, had I been failed by the bank by not notifying me of suspicious spending patterns, I had also been failed on many levels by almost each person that I spoke with, by receiving incorrect, and conflicting information, and I was being held responsible for punitive charges caused by their mistakes. Had they closed my account either of the initial 2 times that I asked, or actually held my account in credit-only status, my account would not have been overdrawn. The fraudulent charges could have also been caught after the first episode. They also never even contacted me to inform me of the status of my claims. In trying to resolve these issues over many, many phone calls, there also seemed to be no way to speak with anyone who could take steps different than what has been repeatedly done to actually solve the problem at hand. I finally asked the supervisor to close all my other accounts with Citizen 's bank.
On XX/XX/XXXX, As I was preparing to file a police report regarding the theft of funds from my account, I noticed 4 additional fraudulent charges from the same XXXX several hours away. Those charges posted on XX/XX/XXXX and were in the amounts {$33.00}, {$22.00}, {$47.00}, and {$5.00}. I called and reported this activity. I also filed a police report with the XXXX XXXX Police.
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| 10/08/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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It has been more than 15 days, since I initiated online transfer of {$15000.00} and {$5000.00} from my Citizens bank account to fund my newly opened XXXX XXXX and Checking accounts, respectively. The amount was debited next day from XXXX bank account ( XXXX XXXX XXXX ), but it never got deposited to Citizens bank accounts nor it was returned back to XXXX XXXX. No one is able to provide me next steps to be taken to get the money in either Citizens or XXXX account as both banks ' representatives are pointing fingers to other bank.
Following is the detail action taken by me that initiated the issue and also attempts to resolve the issue - 1 ) On XX/XX/XXXX - Opened Citizens XXXX Checking Account and XXXX Account online based off a promotion mail I received Checking Account # - XXXX Saving Account # - XXXX - Received email confirmation of the account opening with instructions to deposit funds needed for both accounts 2 ) On same day XX/XX/XXXX - Added " Other Bank Account '' ( XXXX XXXX account ) in Citizens account for transferring money online to fund my Citizens bank account - XXXX XXXX Checking Account # XXXX XXXX ) On same day XX/XX/XXXX - To fund My Citizens Accounts, money was transferred from XXXX XXXX XXXX account mentioned above - {$15000.00} to Citizens XXXX XXXX Account {$5000.00} to Citizens XXXX XXXX Account - Received XXXX email confirmations from Citizens bank regarding Opening deposit transfer requests with following transaction numbers - - For {$15000.00} - Transaction # XXXX - For {$5000.00} - Transaction # XXXX - It also mentioned the amount will be deposited within XXXX business days 4 ) On XX/XX/XXXX - The amounts were debited from XXXX Checking account XXXX ) On XX/XX/XXXX - Received a call from Citizens XXXX department - Talked to XXXX - asked me to provide One time password for verifying the account and to confirm the fund transfer It was hard to believe that fraud department can call and send me XXXX for confirmation of fund transfer - there are so many scams those take place with such type of calls. I refused to provide the OTP- I was asked to go to the nearest branch to verify my information.
6 ) Later in the day, I got suspicious and therefore logged in online account, but my online account was locked. I decided to go to nearest branch next day.
7 ) On XX/XX/XXXX - Went to Citizens Bank, XXXX XXXX branch - banking rep mentioned there were no issues with my both accounts, there were no flags and there was nothing to verify. They were able to see my account with XXXX balance. Bank rep mentioned that they will confirm on Monday, why the online transfer was not completed in the account 8 ) After coming home on XX/XX/XXXX, called Citizens online banking support again as my online access to the account was still locked. - talked to XXXX- he verified all my information, sent XXXX and after verification unlocked my account. He also provided temp passwords to log back into the account. Helped me to change my password. He did confirm that he could see XXXX transfers from external bank and mentioned the amounts will be deposited by Tuesday in the account.
- I was able to log back into the online bank account XXXX ) On XX/XX/XXXX - Received call from Citizens XXXX XXXX branch that there were no issues with the account and transfer should be available within XXXX or XXXX business days.
XXXX ) Waited till Friday XX/XX/XXXX hoping the funds will be deposited on any day.
XXXX ) On XX/XX/XXXX - Called Citizens bank XXXX support - Talked to XXXX and XXXX XXXX XXXX XXXX got the information that I needed to verify my email address and Mobile number registered with the account- I went on line and verified the information. I was asked to wait till Friday ( XXXX ) for transfer of fund to complete.
a ) If validation of information was needed, then why was I allowed to transfer the money before validation?
b ) On XX/XX/XXXX, I did verify my contact information by providing XXXX information to the representative and my online account was unfrozen. What was that verification?
c ) Why no other online service rep asked me to verify this information by signing into my account earlier than this?
d ) Why I was not notified by the bank that amount transfer was pending due to non- verification of contact information?
XXXX ) On XX/XX/XXXX - Called Citizens bank online support again - Talked to XXXX - After research he told me that online transfer couldn't be completed and I should ask my originator bank ( XXXX Bank ) to file Debit Return - claim XXXX ) On same day XX/XX/XXXX - Called XXXX bank XXXX XXXX representative. They told me that nothing could be done from their end, once the funds were transferred via XXXX to Citizens bank. They provided me the trace numbers for my XXXX transfers for further research with Citizens bank.
- XXXX Bank XXXX numbers- For {$15000.00} - Trace # XXXX For {$5000.00} - Trace # XXXX XXXX ) In a hope that money XXXX get transferred as mentioned by XXXX on XXXX, waited till Friday XX/XX/XXXX and found the account was still not credited with the amount - called Citizens online support once again - talked to XXXX - after a long research she told me that she will need to check with XXXX department why the amount was not returned back to my origination account in XXXX bank. She promised to return the call later in the day - but no response till evening XXXX ) On the same evening XX/XX/XXXX, I called once again the same fraud detection number - talked to same Tahit, ( whom I spoke XXXX weeks back and to whom I refused to provide the OTP number ). He researched and told me that the money has not been accepted by Citizens bank as my account information was not verified for more than 10 days. The money has been sent to XXXX and I should ask XXXX bank to file a Debit Return - claim - Once again same questions, if my account information was not verified by the bank then why I was allowed to carryout online transfer and also was asked to fund my account using online transfer as an option?
XXXX ) Called XXXX bank XXXX XXXX representative - Talked to XXXX and he mentioned no action can be taken from XXXX bank. He provided number mentioning it was Bank XXXX XXXX, but when called it went to XXXX XXXX service who was not at all helpful.
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| 07/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Dear Sir/Madam, Last year, we lost a vast sum of money due to miscommunication and lack of a responsible point person in our effort to close our mortgage with a mortgage loan from Citizens bank. Please allow me to describe what happened ( the same letter was sent to Citizens bank directly ) My wife XXXX XXXX and I, XXXX XXXX, had been involved in years of long distance relationship due to our jobs in different cities. We did not have too many options due to the fact that we were international XXXX/trainees. That changed at the beginning of XX/XX/2017 with the approval of my XXXX XXXX. I had just accepted a position in XXXX and XXXX was very kind to me in supporting my application. My wife was also lucky enough to find a position in XXXX, and we thought, completely incorrectly, that we were ready to settle down after years of instability and moving around. As a result, we thought we should purchase a home. We were excited to get a physician loan special offer from Citizens bank to XXXX.
To be clear, we had informed the loan specialist ( XXXX XXXX ) that we were nationals of XXXX, and that the first step of our XXXX XXXX had been approved but we had not actually received the cards since it takes a few months from the time of approval for the receipt of the XXXX XXXX ( usually around 8-10 months ). I have proof in terms of emails with Mr. XXXX regarding this ( email printout attached Exhibit 1 ). We had provided all the documents asked of us at the time. And with that, received a pre-approval letter. Since then, I have come to understand that Citizens gives out pre-approval letters very easily and to everyone. But please tell me how could I have known that as a first-time buyer?
We went ahead and placed an offer on a dream home. Due to a bidding war and the current housing climate in XXXX, we could not place a mortgage contingency with our offer, otherwise our offer would not have been accepted ( I can give you the sellers information if you would like to get more details about ours and other offers on the condo we desired to purchase ). Our offer was then accepted with a closing date of XX/XX/2017.
To say we had one issue after another would be an understatement, but we kept pushing because {$37000.00} deposit was on the line. Mr. XXXX and his assistant are extremely poor at their job they kept asking for documents over and over again, without an explanation for why they werent able to keep records straight ( email printout attached Exhibit 2 ). We had a terrible experience with the appraisal, which included factual errors our explanation ( email printout attached Exhibit 3 ) is provided. Things took a turn for the worst on XX/XX/XXXX, when we found out that Citizens would not be able to close because XXXX had not received her XXXX XXXX. You can imagine the shock when finding out about such a requirement 2 days before closing. In fact, we have now realized that we were never asked about XXXX XXXX XXXX ( please ask Mr. XXXX if he has an email asking us of that before XX/XX/XXXX ). Mr. XXXX then communicated with the head of HR at XXXX hospital regarding this. We even explained that we had already shown 6 months of reserve funds ( not to mention XXXX was continually employed ) and that even if the work permit was delayed, we should not have any problems because we could have rented out the second bedroom and borrow money from our parents. Rest assured, XXXX XXXX XXXX arrived at the end of XXXX and she was able to start work in XXXX ( 4 months from the date of closing, well within the 6 months reserve ). We know how to take care of our financial, please look at our credit scores.
While I understand XXXX concern about our inability to pay the mortgage without XXXX XXXX XXXX, what I do not understand is why was such an important document not requested before preapproval? As a first time buyer, please tell me how could we have known about what is required by Citizens for closing. Ms. XXXX even sent us a loan commitment letter on XX/XX/XXXX ( document attached Exhibit 4 ), and an email with congratulations in the subject line ( email attached Exhibit 5 ), which still did not state the requirement of XXXX work permit.
Surprisingly, the rejection letter we received after the whole fiasco stated that our loan could not be approved because our finances were not in order!! You would think Mr. XXXX would inform of us something so basic BEFORE providing the pre-approval letter and loan commitment letter! We later found out that our funds in an investment account are NOT acceptable as liquid funds by Citizens. Please tell me how in the world could I have known that myself without the guidance from Mr. XXXX.
As a result of this and several other mistakes at the hand of Mr. XXXX, we lost {$37000.00} of the deposit money. Not to mention the additional amount in interests ( for closing date extension ), appraisal fees and immeasurable amount of stress and sleepless nights. Of course, we are ourselves partly to be blamed for not putting in a contingency and for trusting XXXX to guide us thoroughly through the process. Mr. XXXX lacks complete knowledge regarding the issues of a foreign applicant ( email attached exhibit 6 ) and it is hard for me to believe that he is a loan specialist.
Dont get me wrong Mr. XXXX is very friendly and easy to talk to, and I truly dont think he meant to cause us any of the financial or psychological distress. Nonetheless, his lack of knowledge regarding the subtleties of a foreign applicant cost us a steep price. We have lost our lifes savings due to the incomprehensible incompetency of a Citizens employee. I beg of you to tell me how does Citizens plan on making this right.
In response, all we received was a generic response about we had some documents missing and this was not Citizens fault ( letter attached ). We have not received what document were we missing. And not to mention, why was this not made clear to us before closing. What we believe really happened was that they completely missed asking us for XXXX XXXX XXXX ( and obviously they have no record asking us for that document ) and now they are making up excuses about other documents not provided by us.
Please help us out to resolve this issue.
Thank you, XXXX XXXX
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| 05/16/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
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Web |
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Last month, I was scammed out of {$5900.00} by scammers who impersonated the police, even calling me from the local police department 's phone number using a XXXXXXXX XXXX I wasn't in good mental or physical health at the time, which is why I think they were able to convince me to do what I did. I got a phone call on a Friday, XX/XX/XXXX around XXXX am. It was a number from Texas saying they found a package at customs which was addressed to me containing fake social security cards and I must be a victim of identity theft. The person on the phone started asking me for information about my driver license, and that was when I hung up on them. I received another call asking, " Why did you hang up? '' Then they called me from the XXXX XXXX Police Department 's phone number and pretended to be a police officer named XXXX. This is when I started to comply with what they told me to do. They told me to get dressed and go to the bank and withdraw the maximum amount possible because all of my accounts were about to be frozen as I will have to prove that the money is actually mine and I am not involved in drug trafficking. They told me an officer would be arriving at my house the next morning to discuss this further. They instructed me to stay on the phone the whole time and do not put them on mute. I went to the first Citizen 's Bank location and I went inside and asked to withdraw the maximum amount of cash that I could. The teller allowed me to withdraw {$2000.00} and explained usually they need more of a notice to give more cash. I returned to my car and I told this to the man on the phone who I thought was the police.
He seemed surprised at the amount only being {$2000.00}, and instructed me to go to another branch and do the same thing again. I complied and drove to another Citizen 's bank location near by, with the person on the phone the entire time. I went inside the second branch and approached the teller and asked to withdraw the maximum amount possible from my account. I was not asked any questions about why I needed to do this. The teller at the second location would have also been able to see that I had just done this thirty minutes prior at another branch. Yet, she allowed me to withdrawal {$4000.00} dollars in cash without so much as a question. ( I have been banking with citizens since I was a teen, I have never made such a big withdrawal ).
I return to my car and XXXX gives me an address of a " special government atm '' where I can create an account and make my own pin, and deposit the cash into the account until I am able to prove my innocence with law enforcement. I drive to the address and it was a XXXX gas station located in XXXX, PA. I go inside and I see that this " special atm '' is actually a XXXX ATM. Alarms start to go off in my head, and I decided to only put some of the money into the machine because I was very skeptical. I created an account and made a pin, and was sent a XXXX code that I scanned. I deposited XXXX dollars into lite coin and returned to my car. I told XXXX that I only deposited some of the cash and was planning to hold on to the other {$2000.00}. This is when he became very angry with me and started using intimidation tactics. I had two different numbers calling my phone, one was from XXXX pretending to be with the XXXX XXXX named XXXX, and the other guy was XXXX with the XXXX. I began to argue with them because I didn't understand why I was doing this. They told me I was making myself confused and maybe I am guilty, and this will all have been for nothing and they can't help me even though they are trying to help me prove my innocence. I reluctantly go back inside the gas station and deposited the rest of the money into the account, besides for one XXXX dollar bill that the machine wouldn't take. I returned to my car.
This is when the man tried to instruct me to go to a third citizens bank location, and withdrawal even more money! I told him no, I am going home and will talk to them later. They still are calling me from these fake phone numbers impersonating the police and XXXX XXXX, trying to scare me, saying I was going to be detained. I then took it upon myself to drive to the police station, I said to them, I am here! Come arrest me.
They tried to tell me to return to my car, saying ma'am you are making yourself confused. Eventually I talked to some officers and was able to show them they were impersonating their number. It was confirmed that I was scammed. I showed them all of the receipts and sent them everything. I then launched a complaint with XXXX to attempt to stop the transaction. I caught it pretty quickly, which makes me feel like maybe they could have done something. However, they took two days to even respond to my fraud report and told me they could not help me. I also scheduled a meeting with the branch manager at the second citizens bank location. I filed a complain also via the telephone before my meeting. The next morning, I showed up at the bank as soon as it opened and I explained what had happened. The lady I spoke too was very sympathetic and told me that Citizen 's bank takes fraud seriously, and that they will likely get my money back somehow. ( I recognize she was just trying to make me feel better, as I was quite upset. ) The branch manager called some one else and further processed my claim. She told me I would be receiving a phone call in about ten days about the claim. I never received a call, but I did receive a letter in the mail that stated that I had requested to cancel my claim, which was not true.
I called the number on the letter and explained my confusion, and the woman on the line told me flatly they can't help me. They can not cancel a withdrawal that I made in person with my card. She was not very sympathetic and I felt like a moron.
I sent the branch manager a strongly worded email letting her know what happened. Ultimately I understand that it was my fault what happened, but Citizens Bank sure made it easy. The police officer did call me and say that he was forwarding all the information to their team of detectives, but said not to get my hopes up.
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| 04/21/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I am disputing the reporting of my Citizens Bank mortgage as delinquent from XX/XX/XXXX to XX/XX/XXXX on my credit report as my loan modification was submitted in XX/XX/XXXX was NEVER even processed by Citizens Bank has not processed ( *see attached screenshot of my loan modification submission STILL sitting in the XXXX website not processed ). I originally lost my job during Covid 19 and Citizens Bank offered me the option of a forbearance, which I accepted as I was not in the position to pay my mortgage. It took a year for them to process a partial modification, but unfortunately, my job experienced a shutdown and I had to apply for a full loan modification, which I immediately submitted paperwork in XX/XX/XXXX. I was placed on another forbearance until the full loan modification could be processed. I was NOT informed that a modification could not process until my forbearance period ended. I have detailed records of my constant communication with Citizens Bank during XXXX and the direction/answer I was given on each call. On several occasions, I was given misinformation. For example, I called in XX/XX/XXXX to inform Citizens Bank I started back to work, and the representative told me my loan modification was processing when in fact it was not because my account was still in forbearance so the modification would not have even been allowed to process until my account was out of forbearance.
I called directly to the loan modification team several times throughout XXXX and each time they told me it was processing and that I did not need to make a payment. THEN, in XX/XX/XXXX, Citizens Bank removed my loan from forbearance without any notification to me and no word on the status of my loan modification. I received foreclosure notifications in early XXXX and immediately called Citizens Bank Loss Mitigation Department. They informed me that they lost my XX/XX/XXXX loan modification documents as they were not able to access the XXXX website and were delayed in processing. I immediately completed new loan modification paperwork XX/XX/XXXX and emailed them to the email address I was given. I purposefully added a received and read notification to make sure Citizens Bank received the paperwork ( *see attachment of the Read notification ). As instructed, I called two weeks after emailing the 2nd set of loan modification documents. I was told yes it was received, in cue to be processed, and that when it starts processing I would be placed in forbearance again and default indication taken off my loan. BUT I would need to write Citizens Bank to ask for the default to be removed from my credit report! I diligently called back every week to check on it and even called in with a FHA loan counselor from XXXX on the line. He informed me what Citizen is doing is wrong to report my loan in default when they lost my original paperwork and now were in possession of my loan modification paperwork, but said they were behind in processing, yet continued to report to credit bureaus that I am in default instead of forbearance. In late XXXX, my modification STILL had not started processing and I decided to sell the property to rid myself of Citizens Bank. The loan counselor told me that the loan would be harder to payoff if it was in loan modification so I called XX/XX/XXXX and asked the loan modification department to not process my loan modification paperwork and to note on my account that I was selling the property. On XX/XX/XXXX, I phone to get the payoff amount as I accepted a offer on the sale of my home and close on XX/XX/XXXX. The representative argued with me that my loan was not in loss mitigation and refused to transfer me to that department ( this is just one of the instances where representatives were argumentative AND were not able to see each departments notes on my account.
Monday evening, XX/XX/XXXX, I received two letters from XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( 1 ) a certified letter with a Notice of Intention to Foreclose Mortgage as of XX/XX/XXXX, and ( 2 ) a letter stating they are trying to collect a debt and to respond by XX/XX/XXXX or pay amount of {$14000.00} to stop foreclosure. I responded to an escalated mailbox with copies of all supporting paperwork including the 2 sets of loan modification documents, letters, summary of conversations, realtor request/receival of payoff amount, etc. The attorney responded the next day stating she expected Citizens Bank to provide her a resolution response by Monday afternoon. I never received a response last week. I sent a follow up email on Sunday evening ( XX/XX/XXXX ), and receive a response that Citizens Bank never answered their own attorney, but customer service did inform her that Citizens Bank is not pursuing foreclosure, but is reporting my account as delinquent as of XX/XX/XXXX to XX/XX/XXXX when it was paid in its entirety and closed. The account should show and remain reported as in forbearance the entire time as I had an active loan modification.
I have attached my credit reports ; one pulled on XX/XX/XXXX and the other XX/XX/XXXX. The reports show an extremely different picture of my loan with Citizens Bank within a 4-day timespan. Citizens Bank has ruined my credit ( i.e., my credit score went from XXXX to XXXX ) and caused an imminent denial of my current mortgage application and loss of a home purchase and {$2000.00} in Due Diligence monies.
I feel Citizens Bank has inappropriately changed and reported incorrect information to the credit bureaus when in fact the bank is at fault for not processing my loan modification in a timely manner ( e.g. over one year is not acceptable ), nor reporting to customer 's that their loan modifications were " lost '' due to Citizens Bank inability to access a website ( which they are STILL telling people to submit loan modification paperwork ), AND providing incorrect or false information through customer service ( e.g. informing me they are processing my loan modification or telling me not to pay because it is in forbearance ). I made attempt after attempt to rectify the situation, and was provide with false information.
|
| 10/06/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
Older American, Servicemember |
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This complaint is made to provide insight to what can only be described as shoddy and careless practices by Citizens Bank toward consumers using its checking account services. Prior to describing the specifics of these practices I want to provide relevant history. My checking account was obtained by Citizens when it purchased XXXX XXXX XXXX and XXXX XXXX employee accounts in the late XXXX. While banking with XXXX XXXX as an employee, and subsequently with Citizens, an account history which began in XXXX, this account has never been overdrawn nor had any reason to require Citizens managements attention.
On XX/XX/XXXX, I attempted to make a transfer of cash from XXXX XXXX XXXX Citizens in the amount of {$15000.00}. I made a mistake and got the transaction backwards and received confirmation that the transfer would be made from Citizens to XXXX. I did not have enough funds in the Citizens account to cover this debit so called XXXX to see if the transaction could be stopped. They indicated no and recommended I call Citizens to block the transaction on their end.
I called Citizens Bank on XX/XX/XXXX and was advised by a XXXX that the specific ACH/EFT could not be blocked but I could put a general block on the account. I asked that such a block be placed on the account. I was advised at the time that I would have to call to remove the block as it could not be accomplished on-line. ( Citizens provided a notification that this call was being recorded ) On, XX/XX/XXXX, I went on-line with XXXX and saw the {$15000.00} transfer had been rejected. I called XXXX to confirm with an account representative this transaction would NOT be re-submitted.
I immediately called a Citizens Bank account representative to remove the block on the account. I was assured this was accomplished but would take up to 3 days to become effective. At this time, I was under the mistaken impression that everything was back to normal. ( again, Citizens provided a notification that this call was recorded ) On XX/XX/XXXX, I received notification from XXXX that my XXXX payment of my monthly bill of roughly {$210.00} was rejected by XXXX. As the account had, at this time, a balance of over {$25000.00}, I was surprised and called XXXX to find out why. After being placed hold numerous times I was advised that a block remained on my account. I explained that the block should have been removed on XX/XX/XXXX at my explicit instructions which they could verify using their own recordings. ( This call, too, was advised as recorded ). Even with the 3 business days lag the block should have been removed by Monday, XX/XX/XXXX, at the latest.
On my XX/XX/XXXX call with Citizens I asked to speak to a supervisor. I was placed on hold numerous times while XXXX said she would get a supervisor to speak with me. Eventually, she indicated in order to speak to a supervisor I would have to wait on hold for 40 minutes. I specifically asked if she could have a supervisor call me. XXXX told me that was impossible. The only way I could speak to a supervisor was to wait on hold for 40 minutes. As I felt this was a standard policy ploy to discourage complaints and had no confidence I would be connected to a supervisor, at any time, let alone after 40 minutes, I declined.
Subsequent to this phone call I have learned that additional ACH/EFTs have been rejected due, presumably, to the block that remained on the account well past my request it be removed ( including the 3 day waiting period ). These rejected debits include my Home Owners Association Fees, a monthly investment I make to XXXX XXXX XXXX, and my electric and gas utility bills. I have been charged a {$25.00} handling fee from the XXXX XXXX XXXX, a {$23.00} return debit fee by the utility companies, as well as a {$5.00} surcharge to use a credit card to pay their invoices. Most importantly, however, I feel my financial reputation has been unnecessarily compromised with entities with whom I do business.
I have little doubt that eventually this will be put right but feel compelled to report my thoughts regarding Citizens and its customer treatment, particular the treatment of those stating they would like to speak directly to a supervisor, or someone, perhaps, capable of taking some action.
I managed commercial accounts for XXXX XXXX XXXX for 25 years. At any time, should a customer have an issue, I could intervene and do so in a manner which could identify a specific transaction without placing a block of all debits to an account. This was not offered by Citizens as they dont care, or their systems are too antiquated to provide this level of service.
I was assured in my XX/XX/XXXX call to Citizens the block on my account was removed ( even if it would require a three day delay ). It was not.
Citizens on-line system does not provide information regarding transactions that are being blocked. I, therefore, had no way of knowing the block on my account was not removed per my explicit phone instructions delivered on XX/XX/XXXX, and transactions continued to be blocked. I only learned this when I began to receive notifications from my venders.
Citizens clearly has little interest in hearing complaints from its long-term customers in good standing, or any others. Needing to hold on the phone for 40 minutes to speak to a supervisor is a shoddy and transparent ruse to discourage all complaints.
Citizens provides no follow-up confirmations of any kind regarding these conversations. There is no notification by text, email, or letter, that a block has been placed, or removed, on an account. This, too, is substandard practice in a financial environment where virtually all institutions confirm their instructions by text, email, or mail.
I am under the impression that the general block has been removed but I am unable to re-link the account to XXXX XXXX XXXX, or XXXX. XXXX requires a letter from Citizens stating the account is in a good status and can receive debits and credits from XXXX. The letter must include the name of the account holder ( me ), its account number, and the bank routing number.
|
| 04/25/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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Franklin American Mortgage Company ( FAMC ) is inappropriately handling our mortgage escrow account in two ( 2 ) respects : ( 1 ) wrongful withdrawal and wrongful retention of a loan installment and ( 2 ) wrongful retention of our escrow funds, both occurring after our mortgage loan was fully paid.
FAMC acted wrongfully and likely illegally. FAMC misled us by making untrue representations and has violated its fiduciary duties owed to us as its customers with respect to our escrow funds and money wrongfully withdrawn from our daughters bank account.
Our daughter lived in and owned ( with us to ensure successful financing ) a XXXX condo. FAMC held the mortgage on the condo until the condo was sold and the mortgage loan paid in full on XX/XX/2019 ( the payoff date is reflected on FAMCs records ).
A. Wrongful withdrawal of installment after loan fully paid.
Despite the payoff, FAMC withdrew {$1200.00} from our daughters checking account on XX/XX/2019 by means of an automatic withdrawal to pay the next installment which of course was not and is not owed. Our daughter has not yet been reimbursed for that wrongful withdrawal. We have spoken with several mortgage service individuals, not all of whom have been truthful. Reading online consumer complaints against FAMC, we believe this is yet another in a series of illegal acts and thus part of an ongoing illegal pattern or practice of holding money of others as long as possible to the benefit of FAMC and to the detriment of consumers such as us.
Upon learning of the wrongful XX/XX/XXXX withdrawal, we called FAMC XX/XX/2019 and were told a check would be promptly issued and mailed to our daughter. That statement was not true. No check for that wrongfully withdrawn amount was issued or mailed.
On XX/XX/2019 : 1 ) We called again and spoke with XXXX ( badge # XXXX ), who said the check had been issued and mailed ( which was not true - we learned last week that a {$1200.00} check was prepared on XX/XX/XXXX and would be mailed XX/XX/2019 ).
2 ) XXXX said that because we had not received the ( nonexistent ) {$1200.00} check, FAMC would issue a stop payment order on the check, re-issue it and we should expect to receive the new check around XX/XX/XXXX-XX/XX/XXXX. That statement was not true.
3 ) Our daughter updated her mailing address with FAMC and her mail is still being forwarded, so an address change is not an issue.
On XX/XX/2019, we called again because we had not received the {$1200.00} check.
We were told : 1. Due to our call on XX/XX/XXXX, the reimbursement check for FAMCs wrongful withdrawal ( {$1200.00} ) was never mailed, but instead that amount was returned to escrow. That statement was not true.
2. It would take two ( 2 ) business days to issue a check and it would be over-nighted no later than XX/XX/XXXX, so we could expect it by XX/XX/XXXX. That statement was not true.
On XX/XX/2019, we called and spoke with XXXX. According to XXXX, the reimbursement check for FAMCs wrongful withdrawal ( {$1200.00} ) was still pending and should be issued/mailed by Saturday XX/XX/XXXX. He checked account file notes and reported there were none about over-nighting this check. He suggested we call back on XX/XX/XXXX ( a Saturday ) to obtain the tracking number for the reimbursement check to be mailed XX/XX/XXXX. XXXX asked that the mail department rush the check, but he could not promise his request would be granted.
We called XX/XX/XXXX and spoke with XXXX. The reimbursement check for your wrongful withdrawal ( {$1200.00} ) was allegedly issued and mailed XX/XX/2019. We are impatiently awaiting its receipt ( not received as of XX/XX/XXXX ).
B. Wrongful retention of escrow funds.
Our escrow account balance after the loan was paid off equaled {$1300.00}. That balance ( our money ) should have been released to us immediately. FAMC is still wrongfully holding those funds as well.
On XX/XX/2019, XXXX ( see above ) told us a check for the escrow balance ( {$1300.00} ) had already been mailed on XX/XX/XXXX. All of our daughters mail has been forwarded to her, with the mysterious exception of the alleged FAMC mail allegedly containing the escrow account balance check.
During the XX/XX/XXXX telephone conversation noted above, we were told the remaining escrow balance check ( {$1300.00} ) mailed on XX/XX/XXXX was not truly late because it takes up to 5 business days for an FAMC check to be placed in the mail and from that point it could take up to 10 business days to arrive through the mail ( 15 business days = 3 weeks ).
Service representative XXXX had no explanation why we had not received the escrow balance of {$1300.00}. XXXX reiterated it had been mailed on XX/XX/2019 and gave us the checks number allegedly, XXXX. XXXX offered to stop payment on that check and re-issue it. We decided to wait through the week because of the allegedly and abysmally slow FAMC mail process and because we did not want to wait another month to receive this check. Neither check has been received.
As noted above, we called XX/XX/XXXX and spoke with service representative XXXX. She represented that XXXX will not even issue a stop payment order on the allegedly issued and allegedly mailed check # XXXX for {$1300.00} until XX/XX/2019 and that the check will be expedited for issuance, meaning it may be mailed in early XX/XX/XXXX!
FAMCs actions are an excellent example of how a fiduciary is NOT to handle anothers money.
FAMC inappropriately removed money from our daughters bank account after the loan had been paid in full. FAMC has inappropriately retained ( and is today still inappropriately retaining ) our escrow funds. Considering online complaints about FAMCs practices, we suspect this is being done intentionally and on a system-wide basis, thus constituting a pattern or practice of deception designed to make far more money for FAMC than any single customer can likely recover from FAMC. Has FAMC taken a page or two from XXXX XXXX playbook? Shame on FAMC. It knows better and certainly can do better.
|
| 05/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Citizen 's Bank did not perform their fiduciary duty by paying the full taxes on our XXXX home, so XXXX County in XXXX sent them back the checks, as they were not full payment. Citizen 's did not tell us. We found out by a neighbor who read our name and that the XX/XX/XXXX taxes were sold to someone as a lien. Now the second ( certificate ) will be sold next week. We keep trying to get this straightened out by the bank and getting nowhere. Following is most if not all of the information you may need : The following is a brief summary of the timeline for the above issue : XX/XX/XXXX XXXX : Received a call from our son who lives in the same community as the above address in XXXX , because he received a call from our neighbor that our house was in the paper, listed as having two years delinquent taxes. I told him we have an escrow account with Citizens Bank, but I would look into it the next day. XX/XX/XXXX XXXX XXXX : XXXX county tax site showed that our taxes were two years delinquent ( XX/XX/XXXX and XX/XX/XXXX ), and the XX/XX/XXXX was sold as a certificate to an outside investor. XX/XX/XXXX XXXX XXXX : XXXX ( owner ) called XXXX at Citizens Mortgage Department to notify her of the delinquency. She told XXXX it would take 15 Business days to look into the issue. She was told that we did not have 15 days before the next certificate would be sold. XXXX also acknowledged that {$6400.00} was sent to the XXXX County Tax Department on XX/XX/XXXX, but the check was sent back. It was the wrong amount. XX/XX/XXXX XXXX XXXX : XXXX called XXXX County tax Department to get further clarification on why the check was sent back to Citizens Bank. The tax agent said the check was for about {$2500.00} less than the actual tax and their policy is to send checks back if they are not the correct amount. She also told XXXX that the XX/XX/XXXX delinquent tax certificate was sold at a premium and the XX/XX/XXXX tax delinquency could be sold at any time. She recommended we pay the XX/XX/XXXX certificate of {$9100.00}. immediately, which is higher than the original amount. The XXXX county policy is to put property up for auction if three years taxes are delinquent and we already had two years. Also, if the XX/XX/XXXX tax certificate was sold it can not be bought back without paying a premium. We have been advised not to pay this, as federal law states, because it is the fault/mistake of the bank, they have to pay all expenses incurred. Besides, it was already in our escrow account. XX/XX/XXXX XXXX XXXX : XXXX Called Citizens again and spoke to XXXX who said the matter is being looked at and takes 15 days to investigate. XXXX told XXXX that we do not have 15 days before the second certificate would be sold before that time. XXXX told him that the whole problem was because Citizens has not paid our full taxes out of our escrow, but paying partial payments which were sent back by XXXX Co, as they do not accept partial payments. Our check was sent back without explanation. XXXX was obstinate and said only that thats our policy. XXXX told him that Citizens is responsible for all costs incurred by their mistake ( Federal law ). XXXX finally forwarded the call to XXXX in customer service. XX/XX/XXXX XXXX XXXX. XXXX told XXXX that she would get someone to expedite this. She also said she would send it to the chairmans department as an expedited complaint. XX/XX/XXXX, XXXX XXXX Message on our home answering machine from XXXX of the Office of the Chariman @ Citizens bank, who said she would be there till XXXX, Monday through Friday. XXXX XXXX. XXXX returned XXXX call at and left a message on her voice mail leaving her cell number and our office number and that XXXX would be there by XXXX or to call XXXX. About XXXX XXXX, XXXX called again, explaining that it was imperative to get back to us. XXXX XXXX : XXXX placed a third call to XXXX and left a message that he would be in his office until XXXX XXXX. ( XXXX ). He received no call as of XXXX XXXX. Weve called XXXX and left messages on her voice mail seven times between XX/XX/XXXX to XX/XX/XXXX and still have not heard from anyone. IMPORTANT POINTS : 1. Why werent we informed we had a problem with the tax account prior to XX/XX/XXXX? 2. Why did we have to hear this through a neighbor? As we are trying to set up a XXXX XXXX there, this issue can cause big problems, as our name was in the paper. 3. Had the neighbor not informed us of the delinquent taxes our home would be sold from under us. 4. How did Citizens Bank underestimate our taxes by over {$2500.00} per year? 5. By federal law, Citizens Bank has a fiduciary responsibility to calculate our escrow accurately and pay our taxes in a timely manner. They were told that they were short. 6. Citizens Bank is legally responsible for late fees and penalties for these taxes, however what are they going to do about the embarrassment and damage to our reputations by allowing this to happen and become public knowledge? XXXX is a XXXX XXXX XXXX XXXX in XXXX XXXX State. He has practiced for 40 years in XXXX XXXX State and has an excellent reputation. He obtained a XXXX XXXX XXXX in XX/XX/XXXX with the intent of XXXX XXXX XXXX XXXX or obtain part time work in XXXX. This is certainly going to cause harm for that possibility. XXXX is a XXXX XXXX who has worked since XX/XX/XXXX in that field and also has an excellent reputation. This will hurt any possibility of her opening a XXXX in XXXX. 7. We have obtained legal counsel who advised us to give Citizens a reasonable chance to rectify the issue. If this is not resolved in a fair and expeditious manner we are prepared to pursue legal action including damages, and report this to the Consumer Protection Financial Bureau. They know that a second certificate will be sold next week. 8. Addendum : XX/XX/XXXX : On XX/XX/XXXX our lawyer said that if we did not hear by the end of today, Friday, he will call Citizens Bank on Monday. This will incur more expense for us. Thank you for any helpp
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| 06/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
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On XX/XX/XXXX, I made a Realtime transfer from my XXXX checking account to my Citizens Bank checking account in the amount of {$60.00}, transaction # : XXXX reference # : XXXX XX/XX/XXXX shows it went through on my XXXX account. About 10 minutes later, I checked my Citizens checking account online, and my transfer showed it was received and took care of a negative balance of XXXX, and showed a positive available balance of XXXX XXXX. The next day I realized my Citizens bank debit card wasn't working so I called Citizens Bank customer service line on Sunday, XX/XX/XXXX. I was told by a female that because my account was on hold, she had to unlock it and then issue me another debit card. She stated since she saw the deposit of {$60.00} and my account was now in a positive status, she unlocked my account. She asked if I would like the card shipped express for {$12.00}. I replied yes and had to add money to my account. So with the female customer service rep on the phone, I did another Realtime transfer from my XXXX checking account to my Citizens Bank checking account in the amount of {$20.00}, which also showed immediately as completed on my XXXX online checking website with transaction # : XXXX reference # : XXXX XX/XX/XXXX. I then logged into my Citizens Bank account and saw the transfer for the {$20.00}, so I had an available balance of {$20.00}. The female stated she saw the positive balance as well and debited my checking account the {$12.00} for the express shipping for the debit card. I immediately saw she debited my Citizens Bank checking account the {$12.00} and we finished the call. On Tuesday XX/XX/XXXX, I received my new Citizens Bank checking debit card by XXXX XXXX. I went to activate my card at the Citizens Bank ATM machine and it said I needed to contact Citizens Bank. I went inside the branch and spoke to a female with XXXX XXXX I believe it was. She stated that my account was actually closed that day and charged off, but if there was a transfer made, it would have been sent back to my XXXX checking account. For a few days going back and fourth with XXXX and Citizens Bank, each bank telling me I had to call the other bank for this I was upset and filed a dispute with XXXXXXXX XXXX for the two transfers, one for {$60.00} and one for {$20.00}, since Citizens Bank was telling me they were never received in my account and they didn't see anything pending coming in. XXXX claimed both transfers were complete and received by Citizens Bank. On XX/XX/XXXX, I filed my dispute with XXXX XXXX, my claim number for the dispute is : XXXX. They responded on XX/XX/XXXX with a letter that stated that on XX/XX/XXXX, their investigation was complete and showed that both transfers were indeed complete and received by Citizens Bank. They left a phone number of ( XXXX ) XXXX. I can't tell you how frustrating this is, and it's not over yet... I filed a complaint with Citizens Bank on XX/XX/XXXX and a female named XXXX from Citizens Bank Chairman 's Office called me and said she will look into this, her phone number is : ( XXXX ) XXXX. On Friday, XX/XX/XXXX, I spoke with XXXX again from Citizens Bank Chairman 's Office and she said that she couldn't any transfers coming in. She advised me to contact XXXX XXXX and file a claim with them. I explained that I had already did and I explained the letter they provided me. XXXX asked that I email that letter to her at : XXXX, which I did immediately. XXXX verified the Citizens Bank checking account number with me, and she asked me for the trace numbers for each transfer, which I gave her, which were the transaction and reference numbers that were provided on my XXXX Checking account statement. I also included these with the original complaint I filed with Citizens Bank, so I don't know who told XXXX they didn't have them and needed them. XXXX stated with the new information I provided, she will look into it more and see what she can find out. I also let XXXX know I received a letter dated XX/XX/XXXX, from XXXX XXXX from the Asset and Recovery Department with Citizens Bank that stated I owe a balance of {$59.00}, but would accept a one time payment of {$47.00} to consider my account settled in full and report that to XXXX. The phone number in this letter is ( XXXX ) XXXX. So now, I have this reported on XXXX!!! I know it's only {$80.00} total, but it's now become an issue of business practices and service. I called XXXXXXXX XXXX again later on Friday XX/XX/XXXX at about XXXX or so at the phone number that was on the dispute results letter they provided to me : ( XXXX ) XXXX. I spoke with a female who I explained everything to and my frustration with the whole thing especially the dispute results letter that didn't have any name of the person from XXXX who investigated my dispute claim. After awhile, the young lady asked me to hold at about XXXX, and while listening to music for ten minutes, at XXXX, it sounded like someone picked up the line and hung up on me. All these calls are supposed to be recorded by XXXX and Citizens Bank and someone really needs to listen to these calls and what I have been told, playing ping pong between both banks and can't figure out why they can't just speak with each other and try to find where my two transfers, totaling {$80.00} went to. My Citizens Bank checking account should never had been charged off as the negative balance was due to a mistake a company made on XX/XX/XXXX by taking out a payment that should have been stopped in XX/XX/XXXX. When I filed my claim about that with Citizens Bank, Citizens wrote me a letter stating that that claim was closed and found in my favor and corrected my account, which left the {$59.00} ov.er and I made the transfer on XX/XX/XXXX for {$60.00} to cover. This should have not gotten to this point. I don't know who else to contact. I've emailed consumer complaint line with XXXX XXXX XXXX News. If there is anything else I can do, please let me know.
|
| 10/18/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
- Paying off the loan
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|
Web |
Older American, Servicemember |
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On XX/XX/23 we checked into XXXX XXXX in XXXX XXXX XXXX. At the time of check in they insisted that we go to the presentation in the XXXX on XX/XX/23 to get updated books. After the presentation XXXX XXXX ( Sales Assoc ) asked us if there was anything we would like to change on our program. We responded with nothing that we know of and were currently happy with everything. He then proceeded to tell us that our Silver VIP status was to expire at the end of 2023. He said he would speak to management and see what he could do for us. Management said that we needed additional XXXX points to achieve and maintain our Silver VIP status forever. Management wanted to know what our current monthly payment was. We told them {$260.00}. He then proceeded to ask us would we be able to afford additional $ XXXX {$60.00} per month. We responded with yes. So, my husband and I asked how all of this was going to work. XXXX had management pull our current contract and it showed that we owed {$14000.00}. With a mortgage modification our payment would of went up approximately {$60.00} per month over what we were paying. The figures that we spoke about with XXXX would have been a total of {$19000.00} which included the current mortgage of {$14000.00}. I have listed below what we were told we were getting with the mortgage modification.
{$14000.00} Current Contract {$4400.00} Silver VIP Status XXXX points {$19000.00} Total Finance on XX/XX/23 XXXX XXXX asked if we wanted to proceed with the changes and we told him yes. When they ran XXXX social security number, he had his credit locked so it was denied. So, they proceeded to run mine and it was approved, and I electronically signed everything that I thought was correct based on what we had discussed for over 4 hours with XXXX XXXX. Which was a total amount of {$19000.00}, which included the {$14000.00} ( our current loan ). XXXX and I thought everything was okay until I received a phone call on XX/XX/23 from Citizens Pay stating that we had an overdue payment on a balance of {$19000.00}. I told them I didnt know what was going on and could I call them right back after I made a few phone calls. I proceeded to call XXXX, who had our original loan, and they told me that the account still had an approximate balance {$14000.00}. We thought the mortgage modification was with XXXX, who was the current lender. I didnt realize they opened up a total separate loan with Citizens Pay.
We would have never paid {$19000.00} just to upgrade our account to Silver VIP. I still currently have Silver VIP status until the end of 2023 from my original contract. We were told that the payment would only go up {$40.00} to {$60.00} a month total over what we were paying now. This new loan with Citizen Pay has a monthly payment of {$570.00} per month for 7 months and then goes up over {$700.00} with a 22.99 % interest and they didnt pay the original note {$14000.00} off. We believe that there has been negligent & fraudulent misrepresentation from XXXX XXXX ( Sales ), XXXX XXXX ( Finance ), and management that took part in the transaction. I have tried several times to call XXXX and XXXX and to this date have never received a phone call back. I have also tried to get a hold of the Project Director of Sales at the XXXX XXXX XXXX XXXX in South Carolina. I can not get anyone that will tell me who has this position. They keep sending me to a voicemail in sales and no one calls you back. I really feel like we were totally taken advantage of. We are retired and are on a fixed income at can not afford an additional {$540.00} with an increase to over {$700.00} per month on top of what we are paying XXXX at this time. This was presented to us a mortgage modification with a total loan amount of {$19000.00} which included the {$14000.00}. I would like for XXXX to credit Citizens Pay back the {$19000.00} ( includes fees on the loan ) and put our account back to the status that it was prior to XX/XX/23. Right now, we have two loans since they didnt pay off the original to XXXX for {$14000.00}. They clearly stated that this would be a mortgage modification and our payment would only increase $ XXXX {$60.00} per month to keep our Silver VIP status after it expires at the end of the year. Instead, they opened another line of credit with Citizens Pay and was paid {$19000.00} and didnt even pay off the original loan of {$14000.00}. We have good credit, and I dont know how we are going to be able to take on this additional payment each month. We have filed a complaint with the XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Citizens Pay , South Carolina Real Estate Commission , & South Carolina Consumer Affairs. They all have excepted our complaint and assigned complaint numbers but really hasnt gone anywhere because XXXX, according to Citizens Pay, has been very slow in responding to their request. The response from XXXX that XXXX sent is that the account is being investigated. I have not received anything back from South Carolina Consumer Affairs except the acceptance to investigate. I have a complaint number assigned from South Carolina Real Estate Commission but have not heard anything else back.
I really need to get this complaint rolling as fast as possible. I found on the South Carolina Consumer Affairs website that XXXX XXXX XXXX XXXX XXXX, has several open complaints labeled Potential misleading deceptive practices false promises. There are two other complaints besides mine that were filed this month and several others from earlier this year and last year. These deceptive sales techniques need to stop.
What I would like is for my account to be put back to the status it was as of XX/XX/23. My daughter XXXX is helping us with this complaint. Therefore, I would like her to be copied on all responses. My husband and I work very little with computers so we are having her help us. Thank you and we look forward to hearing from you.
|
| 10/18/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
We are writing to file an official complaint against Citizens Bank. In seeking to acquire a home equity line of credit in preparation for our daughter 's XXXX journey starting in fall, XXXX, we began the application process in XXXX. Based on a referral, we began the process on XX/XX/XXXX, with Citizens Bank. When speaking to the person we were referred to, we were informed that the process would take approximately 4-6 weeks if we submitted all the documents in a timely manner. At every turn, weve provided all the documents that were requested from us, either on the same day of the request or within 1-2 days. To date, we are close to approaching triple the length of time the application process was supposed to take, only to learn now that the amount of the loan has been reduced by 1/3, and the interest rate has increased significantly since we started the process.
If the length of time were the only issue, we would not be filing this complaint. However, given the circumstance that has transpired throughout this process, we feel that we are the victims of discrimination, and therefore compelled to take action. Weve been bounced around from one employee to the next, without the professional courtesy of an explanation, yet we did not complain. Although we were feeling slighted and raised the bias question amongst ourselves, weve never complained or raised an issue with the Citizens Bank.
Although we saw red flags and initially questioned if we were the victims of appraisal bias when they appraised our homethe appraisal was {$100.00}, XXXX less than what all the leading websites list our home for. We did not raise an issue or complained about what we thought were concerning actions on the part of the Bank. When my husband was questioned regarding why there was a deduction in his pay, when in fact he received a merit increase, again we gave the bank the benefit of the doubt and did not complain. My husband provided the proof that he in fact received a merit increase, and his income went up, not down. We lost several weeks with the back and forth over this incompetence from the rep who was handling this portion of the applicationyet another person we were passed along to with no explanation. When we were told that they were reducing the amount that we initially requested, again we agreed to the new amount and did not complain. Was the questioning of the merit increase really an honest mistake on the banks part, or yet another method of dragging out the process to give the interest rate the opportunity to increase and provide the bank with the opportunity for the potential of one of our credit scores to go down? So far Citizens bank is winning, the interest rate has gone up 2 basis points since the onset of the application and, I did have a discrepancy with two of my credit cards, which resulted in my credit score taking a significant hit. I am in the process of resolving the issue, however, it will take one to two more billing cycles for the issues to be completely resolved.
To date, the closest weve come to an acknowledgement of our unfair treatment, came from the only person thats been of any help to us throughout this process -- XXXX XXXX XXXX XXXX
On XX/XX/2022, she sent us the below email : Subject : XXXX XXXX XXXX up XXXX XXXX XXXX Per our conversation I honestly do not know why your application has taken this long.. everything I have asked you to provide you have done so the longest part is usually the transcripts but when I advised you of what was needed to have them waived you provided the bank statements. There is no reason from what I am seeing this should have taken 90 days and for us to have to re pull your credit to have your wifes score decrease as it did. The counter offer was accepted at the XXXX and our discussion you stated we said your income decreased you advised me you received a raise. I am submitting an officer of the chairman complaint for you and someone will be in contact with you. To date no one form Citizen bank has contacted us regarding the issues weve raised.
As the XXXX XXXX of XXXX, XXXX, and XXXX I pride myself on being fair, judicious, and objective. However, given the cumulative incidents that my husband and I have endured throughout this process, I am no longer willing to give Citizens Bank the benefit of the doubt. I think there is a clear pattern of bias and discrimination on the part of Citizens Bank. I am well aware of the long and appalling history of systemic racism and bias both in the real estate and banking industries. The methods used to deprive people of XXXX of the opportunity to close the wealth gap by employing the very tactics that weve experienced in this process. I would think that given the current climate in the housing market, and the fact the current HUD Secretary, XXXX XXXX, has been implementing methods to eradicate the very methods that were used on us, Citizens Bank would be more mindful of their actions. Yet, here we arean XXXX American couple whose income lands them in the category occupied by less than 7 % of America 's population, seeking to gain access to the equity in our home, only to have every roadblock thrown in front of us, all in an effort to deny us access to funds that could help our daughter as she seeks to gain her share of the American dream. I am so saddened and disheartened by this experience. As a person who fights every day for equity for all, this experience makes me more acutely aware that the struggle continues for people of XXXX. Sadly, systemic racism is difficult to eradicate, and the people involved in holding up the structure never see the part they play in maintaining the system that makes it so difficult for people of XXXX to achieve their rightly share of the American dream.
I hope you will take the time to investigate this matter.
Thanks, you for your time and consideration, Sincerely, XXXX & XXXX XXXX
|
| 03/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
I had constant and numerous communication with the reps and the bank associates I explained somone at the us Govt social security messed up our case and they were late by two months paying my daughters ssi because of this we had over drafts to pay bills we expected them to get paid as soon as the ssi came in we were constantly told and lied to by ssi reps that it would be there on this day then that day. I contacted the XXXX XXXX XXXX co tacked ssi many times somone finally said this should have been done 4 months ago I told them in the meantime time I am overdrawn because we had bills and needed food! I did not get any papers in from the bank and despite the fact I updated my address and have shown my id at the bank they had an address from 17 years ago when we opened the account. When I called a day before XXXX first it was XX/XX/XXXX I was told if I did not get {$810.00} in the bank in literally five minutes the account would charge off I told them if they extend it one day I can pay it the next day they told me sorry. I contacted their rep on XXXX XXXX who told me if the account was not charged off the next day I can still go make the payment and the bank manager would have to call have it unlocked and tell them to stop the charge off. She told me she would check in the XXXX and get back to me which she did and told me it was ok to go out the money in it had not charged off yet! I look in the bank and social security had already sent the money days ago and it had posted on the XXXX the money was in there the bank was paid back and there was {$1000.00} left in there after the bank was paid. The branch manager XXXX sat me down called the XXXX number after I explained what had happened she assured me they would not be closing the account she also told me they had the wrong address and that in the course of 17 years somone at the bank changed it from a payee account to just my name which has caused me financial hardship in the past with ssi and I never knew why until now. So now the branch manager gets on the phone with the XXXX number unlocks the account so I have access to my funds that were left because I was behind on bills from ssi waiting so long to give us our money. The manager told me the account would not close and everything was ok now she spoke to the XXXX number. I took thr {$1000.00} out that was left and I left {$17.00} in there and I also deposited a {$10.00} check which I have the receipt for total balance {$27.00} in positive because the bank got paid back. Before I left the bank manager kept saying how I can get in trouble for taking care of my XXXX daughters finances since it was not a payee account anymore this was not my fault this was the banks when it was opened 17 years ago it said payee right on it somone obviously changed it I told her my daughter gives her money away so I only give her so much at a time and the rest I pay bills with and buy her clothes I told her I was going to get her a green light card so she could not overdraft it and I can send money right from a credit card the bank manager insisted I open a XXXX XXXX for my daughter I told her I wanted to wait and talk to my daughter she kept pushing she did not even have the proper paperwork in or non driver Id she gave me the papers to have XXXX sign at home I was then given a card with marinas name and told numerous times by this woman it is impossible to overdraw she handed me a receipt because I put my daughters ssi {$40.00} in the XXXX XXXX and the bank woman handed me a card right then and there with a folder.
The next day I go online to see if the {$10.00} check had cleared and my account said zero balance it said dda credit charged off it showed a positive balance of the {$810.00} the ssi deposit of {$1800.00} was missing from the transactions the {$10.00} deposit was missing from the transactions and my {$27.00} was missing completely I was locked out of my account and the account was closed.
Furthermore the student account I was told over and over could not be overdrawn was overdrawn and my daughters ssi money of {$40.00} was gone and it said minus {$460.00} when I called I was transferred to five people two supervisors who didnt know what they were doing no one could tel me a thing except that somone over drew my daughters account and they said sorry your gon na have to pay that back I freaked out no one touched that card it came right from the bank to my kids desk who had not moved from her bed she had XXXX. I was later told it was a bank error and no one over drew her account and the {$40.00} was back in there no apology no explanation and I had to call back and spend more time on phone to unlock her account because she now wants her money out of there and to close it after seeing what happened with her other account! I have tried to get in touch with the bank no one can give me answers one person said this should never have happened the other one said the bank manager was wrong for giving me my daughters money at all, the account was. It charged off and the money was sent days before it charged off but posted on the first before it charged off the manager was supposed to take it outnof charge off status since it was paid but didnt. Then they tried taking {$500.00} from my child and saying her account was over drafted and all of a sudden its a bank error and now they cant even see the transaction Im talking about it has been completely erased. Something is going on at this bank and it stinks! Also this is how they treat a customer of 17 years! I understand I was over drafted but there was extended circumstances and considering they are the ones who refused to change the correct address they could have given one more day or told me it would be charged off I would not have deposited more money into the account or opened a XXXX XXXX very deceptive practices especially against people that have XXXX!!
|
| 08/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
Hello, my name is XXXX XXXX XXXX. I am a client of Citizens bank and I am being subjected to abuse of power and I am losing my money with fees that are not appropriate and are being applied indiscriminately. I have been claiming this for some time now, I am referring to the overdraft fee It all started this last time with a transaction that I was on XX/XX/XXXX in payment for the value of {$10.00}.
XXXX. This transaction is carried out by the destination bank through the house where I had cleaned the bank card as I had no available balance in my account from XXXX XXXX the transaction went directly through my bank, which one refused to pay the transaction How I repeat myself having protection against about 33 days after XX/XX/XXXX this transaction appears account statement paid without my having requested it again because it did not prosper I had already solved this problem and paid that amount and never present that payment to the bank again, that is, what is an unauthorized transaction is a transaction unknown to me that appears in my bank and causes me an envelope which caused being in this way that the bank, by mistake of having counted a transaction that was never requested by me or was never the attempt to pay for that transaction, found out on XX/XX/XXXX, 3 days before, when the bank declined the transaction and everything was already there the bank owes me at this moment {$45.00} she overdrawn my account so I make a transfer to another bank, for the value of {$120.00} more in XXXX payment of XXXX that was returned because the trip was canceled plus another payment of XXXX from XXXX which the bank already generates an overdraft for me again for {$100.00} I pay the {$120.00} I pay the other values were occurring in overdraft itself having the same the bank is owing, here I make a question, I pay this money, I also try to pay {$100.00} of the value of the video, true or true, or the three overdraft, same when this amount. It should never have been increased or to my debit balance since it only proceeded the next day in case I did not have it. the overdraft, he cost overdraft which I made I had already paid the {$120.00} and the other values were included an overdraft until the bank owed me {$45.00} but when doing an accounting operation contrary to the original when the pending debit transactions and when I added the transactions pending did not correspond to my final balance a balance is available which accounting must be like this, But they were already indiscriminately including the value of the {$100.00}, violating the accounting rules, to my balance of fingers to make it impossible for me to cover this corrected issue, so I was only left with a value of {$33.00} below what I had to pay, which included {$45.00} that the bank owed me and had not given me back, not that they were added to my balance of 2 plus {$100.00} of overdraft that they still have not told them had been paid and the lottery bank dated earlier than what really should have been For which How do I say a difference of {$100.00} between my final balance and my available balance even when accounting How should I proceed I was smoking the pending credits by lowering the pending debits, Even with so many clear and obvious violations of the accounting rules and twists in my balance, I called the bank and unless I set up a chat with the bank and online4 specialist they left me waiting and I always had to come back because a new one appeared after a long time with the tablet did not give me the reason He told me that I was wrong And that all the procedures were being carried out in the legal way they comply for the {$10.00} which they should have mediated immediately the same as it was but they did not give me the {$35.00} of that {$10.00} either that the bank well indiscriminately, When I put the claim for the {$10.00} they automatically decide to cancel the debit card claiming that this payment was a fraud Inter to which is a lie, because I am sure and it is evident that it is an error by the bank or most likely an act of bad faith to harm me because for some time now I have been treated with abuse of power indiscriminately and in violation of bank consumer rights policies, they for no reason or for a futile reason deprived me of the right to access XXXX they withdrew my right to do bank transfers and now they cancel me and ask for a new card keeps my account will overdraw with XXXX Dollars after depriving me of having access to any way to make deposits in my account and when they owe me XXXX, XXXX, XXXX, and XXXX, XXXX total XXXX Dollars of overdrafts not proceeding plus XXXX from an unauthorized payment by my bank error plus XXXX for a transfer to another bank that generated an overdraft even when I covered it on time and I was charged with XXXX Dollars of fee by my other bank product to the reversal of funds. I request a review of my account to be able to verify all these arbitrariness that are committed against me and please so that I have my XXXX Dollars that the bank owes me, even owing me XXXX Dollars, they gave me an overdraft fee again today of XXXX Dollars because it keeps my negative account with XXXX Dollars and they owe me XXXX dollars, For some time now I have been having bank transfer transactions reversed for no reason after being paid by the bank, they apply the overdraft to me and without envoy, later they reverse the transfer that caused the overdraft but they never return the overdraft fee of the TRANSACTION reversed by them and that caused the overdraft. Thank you very much I hope you can help me because the bank definitely does not want to and is justifying its violations and discrimination before me. there are distortions in the balances in my account which is evident it is very clear Thank you very much XXXX XXXX XXXX.
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| 01/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On or about XX/XX/XXXX, I received an Escrow Account Disclosure Statement from Citizens One Home Loans advising that my escrow account was short for XXXX. I was provided with two options.
The first option was to do nothing, and my mortgage payment effective XX/XX/XXXX would be {$3500.00}. The second option was to pay the entire escrow shortage of {$2500.00} in full and my mortgage payment effective XX/XX/XXXX would be {$3300.00}. I chose to pay the entire escrow shortage of {$2500.00} in full, by check, on or about XX/XX/XXXX. I mailed the payment to Citizens One using the envelope and payment coupon provided. The funds from this {$2500.00} payment cleared my checking account on XX/XX/XXXX.
On XX/XX/XXXX, I paid a mortgage payment of {$3300.00} ( correct mortgage payment of {$3300.00} rounded up ) to Citizens One for my mortgage payment that was to become effective on XX/XX/XXXX.
However, Citizens One failed to properly update my account to show that I paid the escrow shortage in full and reflect the updated mortgage payment of {$3300.00} to become effective XX/XX/XXXX. Instead, Citizens One billed me {$3500.00} for my XX/XX/XXXX mortgage payment the amount that was to take effect only if I did not pay the escrow shortage in full.
To make matters worse, on XX/XX/XXXX, I received a mortgage statement from Citizens One stating that I owed {$6900.00} on XX/XX/XXXX. Shockingly, Citizens One did not credit my account with the timely paid XX/XX/XXXX mortgage payment of {$3300.00} ( correct mortgage of {$3300.00} rounded up ). In fact, the statement indicated that my XX/XX/XXXX payment of {$3500.00} ( incorrect amount ) was overdue!
The same day, XX/XX/XXXX, I called Citizens One at the phone number on the statement and spoke with a gentleman, whose name I unfortunately did not obtain, who told me that the system showed that I paid the escrow shortage in full. However, he said that Citizens Ones computer system did not post the escrow shortage payment correctly or update my XX/XX/XXXX payment to {$3300.00} as it should have. He stated that he would correct my account and to disregard the incorrect XX/XX/XXXX mortgage statement. Remarkably, he said that he receives calls like mine every year and he did not understand why Citizens One had not made updates to their system to correct the issues. He suggested that every year, instead of using the payment coupon Citizens One sends to pay my escrow shortage payment by check, to call in and make the payment over the phone so that it would be properly applied to my account.
Frustratingly, the issues with my account were not resolved because I received a call from Citizens One attempting to collect {$210.00} from me for the difference between the ( incorrect mortgage amount ) of {$3500.00} that I was billed and the ( correct ) mortgage payment of {$3300.00}. I explained that this was incorrect, that I did not owe this amount and that I spoke with a gentleman a few days earlier who was working to correct my account.
Then to add insult to injury, by XX/XX/XXXX, the issue had still not been corrected as I received another mortgage statement from Citizens One. This time there was a balance due of {$7000.00} for XX/XX/XXXX. Despite having properly paid my escrow shortage and my correct XX/XX/XXXX mortgage payment ( {$3300.00} rounded up to {$3300.00} ), Citizens One added a {$100.00} late fee!
On XX/XX/XXXX, I contacted Citizens One again to explain the situation and ask them again to correct my account. I was advised that a supervisor would need to look at the account and call me back later that day. This did not happen. Incredibly on this same day, someone from Citizens One called me to collect {$310.00}, the difference between the ( incorrect ) mortgage amount of {$3500.00} that I was billed and the ( correct ) mortgage amount of {$3300.00} and the late fee of {$100.00}.
The next day, on XX/XX/XXXX, I spent over 2 hours on the phone with various departments at Citizens One trying to explain the situation that I had paid my escrow shortage in full and my XX/XX/XXXX payment should have been adjusted to {$3300.00} and that I had also timely paid that. Over and over again, I was told incorrectly that my XX/XX/XXXX payment was {$3500.00} and I had to pay the {$210.00} difference between the ( incorrect ) mortgage amount of {$3500.00} that I was billed and the ( correct ) mortgage amount of {$3300.00}, and the late fee of {$100.00} to bring my account up to date. Only after asking to speak to a supervisor did I finally speak to XXXX who understood what happened. XXXX advised me that she would make a request for my account to be corrected and would call me back once this was done. This did not happen.
On XX/XX/XXXX, I called Citizens One for the last time to give them an opportunity to correct the situation before lodging this complaint. I spoke with XXXX and was assured that the issue was being worked on and my account would be corrected immediately. Incredibly, later this very same day, someone from Citizens One called my husband to collect {$310.00}, the {$210.00} difference between the ( incorrect ) mortgage amount of {$3500.00} that I was billed and the ( correct ) mortgage amount of {$3300.00}, and the late fee of {$100.00}.
As of the writing of this complaint, the issues with my account have still not been rectified. I have made all mortgage payments to Citizens One on time and for the correct amount, and I paid my entire escrow shortage for XXXX in full. On the other hand, Citizens One has failed to properly update my account with payments I have made, failed to update my mortgage payment for XX/XX/XXXX to the correct amount of {$3300.00}, improperly assessed my account a late fee and made harassing calls to collect money I did not owe.
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| 12/10/2021 |
Yes |
- Vehicle loan or lease
- Loan
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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RE : Attentively review my formal writ composed declaration of not proven complaint misinformation that is all or in part : deficient of the adequate current status in the fullness of TRUTH, ACCURACY, COMPLETENESS, TIMELINESS, documented OWNERSHIP, certifiable RESPONSIBILITY, or otherwise irrefutable, complaint obligatory, and regulatory requisite reporting thereby mandating your immediate actions to rectify and remedy and any infractions behavior ( s ) by retaining or returning to demonstrate TRUE, CORRECT, COMPLETE, and COMPLAINT XXXX XXXX data field formatted reporting!!! I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with XXXX XXXX XXXX XXXX and XXXX. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. Failure to comply shall lead to complaints being filed with XXXX XXXX XXXX XXXX, Consumer Financial Protection Bureau, and Attorney General stating your companys unlawful collection practices, misrepresentation of creditworthiness, defamation of character, and noncompliance to abide by laws enacted by Congress to protect victims of identity-theft who's credit been impacted by acts of fraud. Because I know my rights under THE FAIR CREDIT REPORTING ACT, CONSUMER CREDIT PROTECTION ACT ( CCPA ), and FAIR and ACCURATE CREDIT TRANSACTION ACT of 2003 ( FACTA ). I will be taking action. I also know my rights under this paragraph of Section 312 of the FACTA LAW : SEC.312. Procedures to enhance the accuracy and integrity of information furnished to consumer reporting agencies. ( b ) duty of furnishers to provide accurate information. -- Section 623 ( a ) ( 1 ) of THE FAIR CREDIT REPORTING ACT ( 15 U.S.C . 1681s-2 ( a ) ( 1 ) is amended ( 1 ) in subparagraph ( A ), by striking " knows or consciously avoids knowing the information is inaccurate '' and inserting " knows or has reasonable cause to believe that the information is inaccurate '', and ( 2 ) by adding at the end of the following : ( D ) DEFINITION -- For purposes of subparagraph ( A ), the term 'reasonable cause to believe that the information is inaccurate ' means having specific knowledge, other than solely allegations by the consumer, that would cause a reasonable person to have substantial doubts about the accuracy of information. Policy states. According to the Fair Credit Reporting Act FCRA 611 ( 15 U.S.C 1681 ), Procedure In Case of Disputed Accuracy. ( a ) Reinvestigation ( 1 ) Reinvestigation ( a ) In general. Subject to Subsection ( f ), if the completeness or accuracy of any item of information contained in a consumers file at a consumer agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. Therefore, my position is being clearly stated, these accounts do not belong to me, meaning that you are reporting inaccurate account information within my credit file. The fact that these are inaccurate account information means that you, this credit-reporting agency, are reporting incorrect accounts. XXXX. CITIZENS ONE & XXXX. {$13000.00} I am well aware of my rights as a consumer. The Fair Credit Reporting Act requires that you, the credit-reporting agency report accurate and/or correct account information within my credit file. My credit issues are very specific, these accounts and/or items do not belong to me. This means that you are reporting incorrect account information within my credit report. It is with this in mind that I request that these listed accounts and items be Blocked and Deleted. According to the Fair Credit Reporting Act FCRA, Section 1681c ( 2 ) Block of information resulting from identity theft. 1. Block. Except as otherwise provided in this section, a consumer reporting shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from alleged identity theft, not later than four ( 4 ) business days after the date receipt by such agency of 1. Appropriate proof of identity of the consumer ; 2. A copy of identity theft reports 3. The identification of such information by the consumer ; and 4. A statement by the consumer that the information relating to the transaction by the consumer. I have provided all of the above-listed four ( 4 ) items within this package. Therefore, I expect these listed accounts to be deleted and blocked within ( 4 ) business days. This is clearly an identity theft issue. I am also entitled to receive a free copy of my credit report, so I am requesting a free credit report and that all of these accounts, public records items, and inquiries be permanently blocked and deleted. Enclosures : Identity Theft Report Proof of Identity Copy of Account Statement showing Fraudulent Items FTC Notice to Furnishers CC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
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| 05/04/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On X/XX/17 there were XXXX fraudulent withdraws each for {$5000.00} from my C itizens Bank checking account at XXXX separate Citizens B ank branches ( XXXX , RI and XXXX , RI ) between the hours of XXXX and XXXX ET. I have never visited the state of Rhode Island and did not authorize these withdraws. I noticed the transactions myself ( I was not alerted from the bank ) on the morning of X/XX/17 . At XXXX XXXX ET on XXXX I called XXXX to report this activity. The call lasted for 19 mi nutes and the male customer service representative I spoke with said that the withdraws were done in person at XXXX separate branches in Connecticut ( I later found out they were actually done in Rhode Island ) and that because of this he could not freeze my account and recommended I go in person to close that account and open a new account. He did file a case ( can be provided ) with their fraud department for me. He explained they would be reaching out if they had any questions and I would receive my money back withi n 7 to 10 business days.
After hanging up, I drove to my local Citizens Bank branch in P A and arrived shortly after it opened at XXXX ET. I spoke with XXXX XXXX who assisted in XXXX out the remaining balance and transferring it over to a new account. XXXX also explained that the signature on file for these XXXX withdraws did not match my signature. XXXX was extremely helpful in calming me down and reassuring me that I would get my money back. This is a joint account with my fianc and once he returned home we both went back to the XXXX branch to add him onto the new account. On X/XX/17 I submitted an identity theft report ( can be provided ) with the Federal Trade Commission. On X/XX/17 I had not heard anything from anyone at Citizens Bank and therefore called XXXX at XXXX ET. I was transferred to several different departments and finally sent to a voicemail in which I requested an update on my case. I then called my local branch at XXXX ET to see if they could assist and reached XXXX ( XXXX XXXX manager ) who said she would research the issue. At XXXX ET I received a call from XXXX and spoke to them fo r 12 minu tes. The first person I spoke with could not provide an update on my case and transferred me to a person named XXXX who said something to the effect of Citizens Bank is unable to confirm that you did not withdraw the money. I asked for additional details around their investigation as well as their recommended next steps. XXXX was very hesitant to provide any information. XXXX explained a letter was mailed to me on XXXX and the case was closed on X/XX/17 . ( Note : This is not a typo. Those are the dates that XXXX provided me. She stated the letter was dated on XXXX however, the case was not closed until the following day ). At this point I had not received the letter that XXXX was referring to. XXXX also said I would need to fax a signed affidavit and request to reopen the case. When I asked XXXX to confirm the case #, XXXX had 2 different case numbers than what was originally provided to me on X/XX/17 by the initial male customer service representative I spoke to when reporting the theft ( both can be provided ). I asked who I should contact if I had additional questions and XXXX said " You can call the XXXX number again. '' I then asked for a specific contact person and XXXX said " You can ask for XXXX . I 'm the only XXXX . '' At approximately XXXX ET, my fianc and I went to our local branch where XXXX XXXX helped in reopening our case, including a signed affidavit from me. XXXX was visibly frustrated by what happened and kept assuring me this was fraud and I would receive my money back within 72 hours at the earliest and up to 10 business days. When my fianc and I returned home, we had a letter in the mail addressed to only me from Citizens Bank dated X/XX/17 confirming a maintenance request you recently made, either to change your telephone num ber and/or address, or to complete a signer or account title change. There is no information as to what specific account the maintenance change is referencing. I did not authorize any of the above updates for the original account which had the fraudulent charges. I did authorize for my fianc to be added to the new account that needed to be created with the remaining balance after XXXX out the original account. On XXXX I received the letter from the Claims Services department dated X/XX/17 stating Your claim has been reviewed and determined to be invalid. Therefore, your claim has been denied. which was signed by XXXX XXXX . The letter was post marked on X/XX/17 and was addressed to both my fianc and I. However, inside the letter is directed only to my fianc , who was not the one who opened the case. Similarly, the telephone number provided was XXXX which when I called, does not mention any affiliation with Citizens Bank. On X/X/17 I had not heard anything from anyone at Citizens Bank and have submitted a business complaint with the Federal Trade Commission ( XXXX XXXX XXXX XXXX XXXX ) as well as filed a police report ( can be provided ). I also called the Rhode Island FBI Office and spoke with XXXX XXXX from the fraud department. He said he will be reaching out to Citizens Bank to learn more. On XXXX / XXXX / XXXX I have still not heard anything from anyone at Citizens Bank and therefore called for an update. I learned my case was closed again and was given little information about why or what to do next.
Your assistance and guidance with this investigation is greatly appreciated.
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| 03/11/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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I have had an account with XXXX in the US for decades. I opened an account with them because I also have a XXXX XXXX account, and I was able to move money from the US, where I am paid, to XXXX, where I live. My husband is a XXXX, working for the XXXX XXXX XXXX, and so we move around constantly. I earn money as an author and my publisher is in XXXX.
All of this changed when XXXX XXXX decided - without my permission- to move my accounts ( both checking and savings ) to Citizens Bank. This change occurred XX/XX/XXXX. Because I have been traveling since XXXX, I never received the debit card or any information about my new account. So I have been stuck traveling with no access to my money. I rang XXXX XXXX in XXXX to ask when was the last day I could use my XXXX debit card, as I needed to know when it would stop working. They insisted they did not know the date it would stop working or when it would be sent to Citizens. I asked XXXX why they were moving my account ( I still have my XXXX XXXX account ) and they said they were only keeping their international customers. Well, I have been an international customer since I left the US in XXXX. The XXXX XXXX was unable to answer any of my questions.
My husband finally received the Citizens letter in XXXX ( where we are currently posted ) and scanned and emailed the information to me in XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). But when I tried to enroll in online banking so I could access my accounts and pay bills, the site refused to allow me to enroll without a US phone number. So I rang Citizens, was on hold for more than an hour, and then talked at length with two representatives who told me there is no way I can possibly access my online accounts. I was stunned.
Citizens representatives, including a manager - who insisted he had no boss above him- just told me that I can not access any of my accounts online. These reps told me that I have to have a US phone number. I said I do not live in the US. ( I have a US chip that I use only when in the US, but I have lived outside of the US since XXXX, and thus almost never use a US number ). I need my three international numbers on my accounts so I can access them. The representative and manager refused to change my number on the bank 's system, saying it was impossible. They can not add an international number. The manager insisted it was impossible for me to access my own money, and seemed surprised that this caused serious problems for me. Neither of them gave me any solution to how I could access my money. I am panicked I am that I can no longer access my money.
I have bills to pay. Today. XXXX XXXX bills, credit card bills, and all manner of other bills. I need to preserve my credit rating. I need to access my accounts online. But I do not live in the US nor am I likely to ever live there again.
I asked the manager of Citizens for an email address of someone I could write to who might have the power to come up with a solution. He said that the bank had no email addresses, at which point I lost it and said, " You're a bank. You email each other all day long. You can find me an email address. '' Finally he gave me the address for the Office of the Chairman.
On XX/XX/XXXX, I sent a letter to the Office of the Chairman, outlining the problem and asking for solutions. It was answered by XXXX XXXX XXXX. Whose phone number is : XXXX. She said I could ring her. I don't have international calling on my mobile as I usually use XXXX so I asked if we could do that, or XXXX, or anything that is free. She didn't reply to that. Finally she wrote to me again and said that I needed to close my accounts at Citizens, because they can not have international clients. So I have rung a half dozen banks with international branches, and none of them would allow me to open an account from abroad, and none would allow me to transfer money for free between US and XXXX accounts, as XXXX did before they sold my account. So finally I opened a XXXX account, because XXXX allows me to transfer money from country to country for a low fee and in the various currencies I need. So I sent my XXXX account information to XXXX XXXX and asked her to please transfer all of the money in my Citizens account into my XXXX account. I will sign whatever form she needs and get it back to her.
She replied that she could not do this. She said I had to get a bank to officially request a debit from Citizens, which of course XXXX does not do. And I can't get a US bank to take me anyway.
So Citizens is still holding my money XXXX - for a month now. I can not pay any bills. I have credit card payments that are now overdue and I am worried about my credit rating. I also am without money in XXXX, and unable to access the only money I have in the US. I need money for food, for my XXXX XXXX I am feeling quite desperate. And no one at Citizens will give me a solution that actually works. They have no understanding of my banking needs and I am furious I was forced into a domestic bank that is so ignorant of the rest of the world. Please, please help me access my money at Citizens. I have two accounts there, checking and savings.
I fail to understand why XXXX would send its international clients to Citizens, a bank representatives inform me is only a domestic bank, incapable even of allowing customers with foreign phone numbers access their money. How could I have been sent to such a parochial bank? My XXXX account was linked to my XXXX XXXX account, and I was able to easily move money back and forth between countries.
I would be so grateful for any help. You would only allow me to make a complaint against one of these banks, but I also please want to complain about XXXX XXXX.
|
| 05/12/2021 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Denied loan
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Web |
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This all began with what I assume is a common problem for a lot of Americans. My wife and I were venturing into buying our first home or at least beginning the process. In order to begin looking at some open houses, we were advised to get a pre-approval letter. So, we reached out to a recommended mortgage lender and began the process. That's when we were told that our back-end debt-to-income ratio was currently just a few points higher than their underwriters would need for approval ( of the amount we were looking to spend on our first home ). This kickstarted my interest in helping my family out by delving into our finances and becoming a budgeting pro. I looked at our student loan situation and looked at where we could save some money. At this time, my wife and I have a small amount of consumer debt ( generally paid off monthly ), one credit card with a 6.24 % interest rate on a balance transfer that we're aggressively paying off, no car payments, no consumer loans, and a decent amount in savings - hopefully for a down-payment. My wife, a XXXX XXXX XXXX, spent quite a bit of loan money on her education, thus making our monthly student loan repayment obligations fairly high. There are 4 private loans with a private bank, Citizens Bank, being serviced by XXXX. I reached out to Citizens and explored their Education Refinance program. Seeing as how the 4 loans I was hoping to have consolidated/refinanced are already with Citizens, I figured this would be an easy process. I was wrong. Because both my wife 's and my federal student loans were in National Emergency Forbearance, due to the recent relief bills passed in Congress, Citizens was unable to determine how much our monthly payments were on those loans and estimated that payment to be higher. So, I then opted out of the forbearance and reinstated the federal student loan payments to create a record of what our income-based repayment amount is monthly, for both of our loans. I was then also told that the refinance application with Citizens also listed our rent payment twice ; once as rent payment and once as a mortgage payment. Once they fixed that on their end we were told that we still did not qualify. My wife makes a decent, stable, living as a XXXX XXXX - serving the mental health community at a local non-profit hospital. Not only will her federal student loans be forgiven in a few more years, he current monthly payment - combined with our other debts - shows a relatively low debt-to-income ratio. First, we were told that they strictly look at our debt-to-income ratio, full stop. Then, in the same conversation, I was told that it was more of a holistic view of the applicant. Which is it then? We were told by Citizens that everyone who applies goes through a qualification process that takes into account their job, their education, their income, and their debts, in order to determine what DTI will be assigned to them. Other than that, they said that their process and that DTI was proprietary and that they were unable to share more with us about their process. Which really put up a red flag. Because we currently pay Citizens Bank for the loans we're wishing to refinance. And, if we refinance, then we'll be paying less monthly for them. Also, another representative told me that the decision has nothing to do with our creditworthiness, but that it had to do with our debt obligations ( which contain the loans we want to refinance ). In the weeks leading up to this complaint, I did a lot of homework at their request, including sending them scanned copies of our tax returns from XXXX and XXXX, along with all of the corroborating documents for those returns ( W-2 's, 1099 's, etc. ). I also sent a letter to the Attorney General 's office in Massachusetts, Senators XXXX, and XXXX, along with Congressman XXXX. Someone from the AG 's office did get back to me and is helping us look into this further. As of today, another representative at Citizens mentioned that our case has been elevated to the Office of the Chairman, where I hope someone will look at us as customers, with ample qualification, and overturn that denial. This process has been going on for over 6 weeks and I believe that Citizens will now try to hide behind their " Policies '' and " trade secrets '' in an effort to hold us off at the pass. But, I won't stand for it. I believe that Citizens is not looking at all of the documentation and evidence we have supplied and taken into account our determination to make financially sound decisions for our family going forward. I believe they are using a metric, told to me by their representative, of calculating our federal student loan monthly payments by multiplying our outstanding federal student loans by 1.8 % to determine our monthly outlay. Far more than the XXXX XXXX ( 0.5 % ) and XXXX XXXX ( 1.0 % ) calculation that is commonly used by mortgage lenders and alike. Which is a grossly miscalculated and inflated number, even if our federal student loans were in standard repayment. It would be impossible for us to meet that obligation and those numbers they calculated are false. What we do have going for us is that I've done an incredible amount of legwork to have all of our numbers, credit reports, and alike, at my fingertips to support my case. Had this just have been another year I might have called it quits weeks ago. But, after conversing with multiple Citizens representatives and teasing out a few pieces of their proprietary puzzle, I feel the only missing pieces are soon to be revealed. All we want to be able to do is buy a home and give our family the life we had as kids. Our five-year-old daughter deserves my level of commitment to this, and my wife surely deserves this opportunity.
|
| 02/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We refinanced our home 6 months ago with a local bank that sold off our loan to Citizen Bank. One month after it was sold to Citizen Bank, we received a notification letter from XXXX XXXX that they had purchased our loan but we would still continue to make those payments to Citizen Bank which we have done. We have actually made 2 payments monthly for the past few months since it was sold off. We pay the amount due plus an additional principal payment. Those payments have drafted from 2 separate accounts each month which we schedule through the automated because I DO NOT bank online. We have an outstanding credit rating and never late on any of our bills.
I received a call on XXXX from XXXX XXXX with Citizens Bank Collections that my XX/XX/22 payment for {$1200.00} was not paid. I explained that they needed to check their records because I had 2 confirmation numbers for 2 payments that I scheduled on XX/XX/22 to post from the 2 separate bank accounts on the dates XX/XX/22 and XX/XX/22. She explained their were not payments made - I requested to speak to a supervisor. She handled the call unfortunately very rudely and said that a supervisor wasn't available right now but she would have XXXX call me back reference my past due payment.
Waiting on a call back from XXXX, I decided to call the main number XXXX. I reached XXXX in customer service. I explained the entire situation, she apologized first and asked if she could put me on a brief hold to get with a supervisor and explain the situation. She came back and told me that unfortunately a supervisor in their customer care couldn't help and she would have to transfer me to collections to speak with a supervisor there. She placed me on hold to transfer the call and after waiting about 10 minutes I got a dial tone and realized the call had been disconnected.
I called another number which is on the back of my statement under payment problems XXXX and got back to collections department. When a customer service agent answered I immediately requested a supervisor and was placed on hold. XXXX XXXX - answered the call, I verified that she was a supervisor and I was on her call list after she finished her last call which she just got off almost 2 hours later.
I explained and expressed to XXXX XXXX my concerns that there was obviously an issue with their automated system if I had 2 confirmation numbers for 2 payments scheduled prior to my XX/XX/22 payment date and they had no recollection of them. She immediately told me she would remove the late fee of {$60.00} if I wanted to make a payment. I insisted that I would like to know what happen to the 2 payments that were already scheduled prior to my due date before I authorized anything. I expressed that if their calls are recorded she should be able to verify the call I made on XX/XX/22 and locate the authorizations for the payments that were scheduled.
She advised that she would have someone start researching the information immediately and could she could schedule a call back with me. That was scheduled for Tuesday XX/XX/22 at XXXX unless she could find something out sooner then she would call me back.
About 15 minutes later XXXX XXXX called me back and said that she had found the problem that apparently I made my 2 payments and scheduled them for the same date from the 2 different bank accounts so their systems cancelled the first payment out. I explained to her that I scheduled those 2 payments from 2 accounts on 2 different date. {$1200.00} was scheduled on their automated for XX/XX/22 confirmation # XXXX and {$280.00} was scheduled on their automated for XX/XX/22 confirmation # XXXX. She said since my payment was called in on a Saturday that they system processed only the one payment for {$280.00} on XX/XX/22.
I expressed that there was nothing in fine print that says you can't schedule a phone payment on a Saturday or Sunday versus a Monday through Friday and or that it would post differently based on the day of the week you call one in. None the less, why would that explain why I had 2 confirmation numbers for 2 payments scheduled.
Even if I had scheduled 2 payments on the same day from 2 different bank accounts ( which I didn't and if they pulled the recording to verify that they would know ) ; there is nothing in their fine print that says the system will not recognize that and or stating that it will automatically terminate a payment.
I also explained that I had scheduled the same payments amounts for the previous months that I have been paying them prior to the XXXX billing cycle making 2 payments from 2 accounts and haven't had an issue for any of the previous months, so WHY now??? Again, she said because it was scheduled on a Saturday and set for the same date. I expressed that a recording would prove that information incorrect.
I let XXXX XXXX make a draft for the {$1200.00} requesting that it be backdated for XX/XX/22 since that is when the payment was scheduled for originally when I received the first confirmation # of XXXX. She said that she would make a note that I requested that information to reflect the XX/XX/22 payment date. She provided me a confirmation number of XXXX for the payment made.
There was no resolution to why their system would glitch in providing confirmation numbers for payments made.
We have had mortgage payments for over 40 years and I have never experience a system or supervisor that would have no realistic reason for the mishap. Certainly concerned that someone else could experience this mishap or I personally could experience this with a future payment and have to explain myself to them for a problem that clearly exist on Citizen Bank end.
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| 02/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I reside in XXXX, IL. I am writing to you to desperately enlist your aid in resolving a years-old matter involving an unfulfilled discount owed to me by Citizens One Mortgage , formerly known as RBS Citizens , aka Charter One.
In XXXX, I was a single parent attempting to move my son and myself from renting a home in a violent neighborhood to purchasing a home in a much safer environment. A recession was brewing and with aid provided in large part due to President Barack Obama, I was finally able to look forward to home ownership.
With my realtor, after searching for quite some time, and having two properties fall through, I was finally able to find a home that I adored in XXXX. I then began the process of securing a loan to purchase the home. I was new to this foray into home ownership. Citizens Bank was recommended to me by a coworker of whom they had used. So I gave them a try.
The communication and working relationship with the loan officer, XXXX XXXX XXXX, then XXXX XXXX, loan processor, was tenuous at best. Many times they were not very pleasant and very curt. Through the constant phone tag and having to repeatedly ask the same question over and over just to get an answer was nerve wracking, but I persevered because I wanted to put a contract on the home and not lose it, and I had already begun the process with XXXX.
At the time I reached out, I had-and continue to have- an excellent credit score. XXXX suggested that I do a conventional loan due to my credit score. I did ask XXXX if the rate of 5.25 % was the best he could give me. He assured me that was the best, although I wasnt so sure. In the process of gathering all pertinent documents and materials necessary to obtain financing, I discovered that Citizens had a promotion ( Circle Gold ) wherein I could obtain 1/8th % off my mortgage of {$170000.00}. I spoke to a local banker by the name of XXXX XXXX who assured me that I qualified. He told me to be sure to tell XXXX that I would like to receive the promotion. I mentioned this to XXXX & XXXX in numerous communications that I was interested in receiving this promotional discount. He would gloss over it. I kept mentioning it. He finally agreed and said I would be eligible for it.
Upon closing and my inquiry as to where the promotional discount was, I was told I was not eligible and would not receive it because I did not follow all of the parameters that were not delineated originally, but that I did comply with of having automatic payments deducted. Each and every payment has been paid using automatic deductions from my checking account. This fraud has been a burr in my skin ever since this occurred, now 14 years ago. I was so disgusted by their unscrupulous behavior, that I immediately withdrew my funds and closed my accounts with Charter One Bank.
Also in an effort to rectify matters I tried reaching out to others in authority at Charter One who might be of assistance for XXXX stopped communicating with me. These other persons I reached out to, followed the same script and told me that I had already received the discount then-referred me back to the persons I was complaining about and received no answers-then XXXX stopped communicating as well.
In some of the final correspondence you will see that XXXX stated I did in fact receive the discount but that I would not see it and it was done internally but that he could NOT show me evidence of it as there was no reduction of the amount owed on any document. There was zero evidence that I had received the discount. This is AFTER they told me I was ineligible. Which is it?
I wish I had looked at the reviews of this unscrupulous bank, for I later learned that many people had complaints against them. I have even had issues with them subsequently as well, including CCO having their own company provide overinflated fees for appraisals to get PMI removed. This was a fight as well. They say they can not do it and have to charge extra fees when I was finally able to dispute the charges and get my money back, I had an alternate company do it for under {$25.00} and received results immediately. DISHONEST. They have changed names several times in the span of time that I have held a mortgage with them. I always wondered why, but have my suspicions.
I am writing to ask you if you could delve into this matter to help me sort out and obtain the discount that was owed and fraudulently withheld from me. If a discount was factored in, I would like to see the proof, which they refused to show me.
I have paid on time all of the 14 years, never missing a payment. I am earnestly trying to sunset my relationship with CCO Mortgage by paying off this loan as soon as I can. The promotional discount denied me that is owed to me would help me to pay off this loan much sooner so I can then make much needed repairs on my home.
It is not lost on me the way banks have unfairly dealt with XXXX people in the past. It is most unfortunate that this policy of evading fairness as it pertains to XXXX and housing still persists today.
I have attached all printed email correspondence to corroborate what I have cited above and so that you can view my communications. ( The pages with greatest pertinence, I have marked with an asterisk at the top. ) I have exhausted all who can help and it is extremely difficult reaching someone in their organization. I have hit a brick wall. Can you please help sort this matter out? Perhaps they will listen to you, the government.
Thank you in advance,
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| 10/04/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
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- Problem with customer service
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Web |
Servicemember |
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Plaintiff : XXXX XXXX XXXX XXXX XXXX Defendant : Citizens Bank Citizens Bank ( XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX, Pa. XXXX XXXX XXXX Branch Manager AVP XXXX XXXX XX/XX/XXXX, Plaintiff had three separate cashiers checks drawn from their XXXX account.
1. ) {$17000.00} Sequence : XXXX and Serial # XXXX made to XXXX XXXX XXXX ( Citizen Bank customer ) 2. ) {$20000.00} Sequence : XXXX and Serial # XXXX ( addressed to XXXX XXXX XXXX ) 3. ) {$20000.00} Sequence : XXXX and Serial # XXXX ( addressed to XXXX XXXX XXXX ) Total : {$57000.00} Checks were deposited on XX/XX/XXXX and funds were paid on XX/XX/XXXX. ( I can not file a Declaration of Loss -because the funds have been paid. ) Citizen 's Bank has been holding on to the funds since XX/XX/XXXX. XXXX XXXX kept inquiring about the funds and why they have not been deposited in her account. She was told by Citizen 's bank representative ( multiple times ) that my bank XXXX needed to call and confirm funds were in the account. Which was not necessary because they were cashier 's checks. ****A cashier 's check ( or cashier 's cheque, cashier 's order ) is a check guaranteed by a bank, drawn on the bank 's own funds and signed by a cashier. Cashier 's checks are treated as guaranteed funds because the bank, rather than the purchaser, is responsible for paying the amount. They are commonly required for real estate and brokerage transactions. ***XXXX XXXX
The funds were paid on XXXX XXXX XXXX. XXXX XXXX Security Representative, XXXX, called for my permission to release the checks. ( 7 business days ) I gave her permission. The following day. Mrs. XXXX returned to Citizens Bank knowing XXXX had called and told them to release the funds. They used that same excuse for 6 weeks. ( It is currently 9 weeks and they still have possession of the funds ) Mrs. XXXX received a letter from Citizens Bank stating they were closing her account on XX/XX/XXXX with no explanation. On XX/XX/XXXX I called Citizens bank and again they said they were currently waiting for my bank to call and release the funds.
I believe Citizen 's bank has been providing misleading information to Mrs. XXXX ' and to myself. I accuse Citizen 's Bank of breaking this specific law Expedited Funds Availability Act or Regulation CC. Regulation CC ( 12 CFR 229 ), as amended, implements two lawsthe Expedited Funds Availability Act ( EFA Act ), which was enacted in XX/XX/XXXX and became effective in XX/XX/XXXX, and the Check Clearing for the 21st Century Act ( Check 21 ), which was enacted in XX/XX/XXXX and became effective on XX/XX/XXXX. The regulation sets forth the requirements that depositary institutions ( banks ) make funds deposited into transaction accounts available according to specified time schedules and that they disclose their funds availability policies to their customers. It also establishes rules designed to speed the collection and return of checks and electronic checks and describes requirements that affect banks that create or receive substitute checks, including requirements related to consumer disclosures and expedited recredit procedures. Regulation CC contains four subparts. The first three implement the EFA Act, and the fourth implements Check 21 **WWW.FDIC.GOV I flew to XXXX on Thursday, XX/XX/XXXX, and visited this branch on Friday, XXXX XXXXspoke to the Acting Manager Ms. XXXX XXXX XXXX She could not tell me or the Head Account Supervisor for XXXX XXXX why the funds could not be released to me saying that Supervisor XXXX is not high enough to be spoken to ( I didnt think we were a Monarchy ). XXXX created case # XXXX with XXXX. I had asked Ms.XXXX to release the funds -- that I am giving her permission and she said she needed they bank to tell her and XXXX Account Supervisor told her to release the funds they have been paid as of XX/XX/XXXX.
Mrs. XXXX told me the funds would be sent to Ms. XXXX and would be sent with tracking information. I asked if I could receive the tracking information since they are my funds she said most definitely.
On Tuesday, XX/XX/XXXX th I called to speak to the Branch Manager, XXXX XXXX, he told me the account was closed and the cashier 's checks were sent to the client. Mr. XXXX told me " the funds had been sent to the client and the account is closed, '' I asked when did they send the funds?, he repeated I need to " take it up with the client. I immediately called Ms. XXXX to confirm if she had received the funds and she said no. Ten minutes later she call the Branch Manager, XXXX XXXX who told her that Citizens still has hold of the funds. Ms. XXXX ' immediately called me and told me what the Branch Manager said. I called him immediately and he denied ever saying the funds were sent back to the customer. He denied everything.
Now, it has been 9 weeks since those funds have been withdrawn and held in Citizens Bank 's hands. Mrs. XXXX nor myself, has not received any written communication in regards to why the funds are being held and for how long. Now up to 2 weeks ago we were each told because my bank has not called back saying to release the funds -- when they had been told to release the funds on XX/XX/XXXX. I was going to buy a piece of property but I have lost that opportunity. I am about to be homeless in a few days because of this matter and I have no income due to all this mess caused by Citizen 's bank.
XXXX XXXX XXXX : XXXX XXXX XXXX : XXXX ( case # XXXX ) XXXX Supervisor Acct Services My information : XXXX XXXX XXXX XXXX XXXX XXXX
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| 08/27/2020 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
Servicemember |
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In XXXX & XXXX my husband XXXX & I made 2 home equity 15 yrs loan lines of credit with Citizens Bank of pa but they wrote the balances of the loans off in XXXX and reported them to XXXX to the IRS and credit bureaus as written off. During that time XXXX had applied to consolidate the 2 loans to make a lower payment but since at that time there was the mortgage crisis and the Govn gave bailout money to banks that wrote off loans to struggling homeowners Citizens agreed to write the loans off and the nalsnces were XXXX.
Then 31 CFR 903.5 became applicable that has written prior to writing off a debt all collection must cease, that since all collection is prohibited that includes sale of the debt that was written off and the bank must have counsel release any lein on my home.
But after they wrote off the debt I learned that some foreclosure claim had been filed but Citizens then in XX/XX/XXXX filed a Notice of Dismissal of their 1st foreclosure claim wroting that all claims resolved and filed release of lis pendens in XX/XX/XXXX. But then again after that in XXXX i learned from others that my homd was listed for a sherriff sale in thr paper. So I contacted Citizens again. I had never been served any second foreclosure or even the first one. And In XX/XX/XXXX I told Citzens if they thought I owed anything I wanted to apply to consolidate but that they had written the loans off and the blances were XXXX. They found again the loans had already been written off and the balances were XXXX as recorda in XXXX shoe so there was nothing owed to consolidate. They then in XX/XX/XXXX wrote a letter to the sherriff to return the writ and judgment to the court because the balance of the loans was XXXX and they had been wrotten off. They again told they could not by law foreclose and would not.that But then in XXXX Citizens tried to file an eviction that the court dismissed Then I learned that even though they wrote the XX/XX/XXXX letter to the sherriff to not commence any sale and return the writ and judgment to the courtbecause the loans were written off ... after that in XX/XX/XXXX they created a false fictitious XX/XX/XXXX foreclosure sale deed that purportrd to sell my home unlawfilly to Citizens Bank for XXXX XXXX dollars, when that is in violation of many laws, is theft, fictions obligayion. Fictitious false records fraud identity theft theft of property be deception and violation of 31 CFR XXXX that clearly states that had to release any lein on my home and cease ALL collection action.
Then when I found out about the fraudulent deed in XXXX I called Citizens again and told them either i had to file a wrongful foreclosure or we could come to some kind of an agreement so they agreed to correct the false deed to my home and agreed that if I paid XXXX on to sarisfy the amount that they again acknowledged they had already written off and XXXX they agreed that if i paid those amounts then they would let the IRS and Credit bureaus know that the bakances of the loans that they had already previously reported as written off were paid so thay our credit reports would show the adjustment.
But aftrr I sent the checks their attorney refused to comply with the law or the agreement and refused to release or void the false unlawful deed they created. The attorney also used some ficticious address for Citizens Bank of the deed. After ward they unlawfully in violation of 31 CFR 903.5 and many other laws sought and unlawfully through fraud obtained possession of my home. They broke and entered removed and trashed all my and my families belongings and furniture destroys many parts of my home they emptied and trashed all my belongings in our 3 car detached garage and shed then totally demoloshed them. By lying to courts in violati9m of 31 CFR 903 5 and many other laws. Citizens and their criminal agents unlawfully obtained judgments against me my deceased husbsnds estate and children for a ficticious obligation not owed to Citizens at all.
I've been seeking restitution and injunctions to stop their unlawful acts and damages they havr been causing me and our family for years.
Please call me ASAP XXXX XXXX XXXX I had let Cit8zens bank know about fraudulent unlawful things XXXX XXXX XXXX was filing in court and that the courts sanctioned XXXX in XXXX case law where the Florida judge states in hid opinion that thd lawfirm admitted to filing many false things on a regular basis in all claims they ever filed and I reported them to the FBI and consumer fraud before. XXXX is now finally closed down so hopefully the harm they've participated won't happen to anyone else. But now XXXX and XXXX XXXX is continuing XXXX unlawful crime. I ex planned to the first attorneyXXXX XXXX XXXX, XXXX XXXX and he removed himself from representing Citizens but even aftre i explained to the new attorney at XXXX XXXX XXXX XXXX that he would be committing crime and violating laws he refused to correct anything and said he would not even contact thr bank and would only do anything they directed him to do.
This is crime. Today I called the FTC and they are giving my info to the FTC division that already filed a complaint against Citizens Bank in XX/XX/XXXX for violations of law just as they are doing to me. They are looking at joining my claims.
But in the mean time I'm contacted CFPB to see if the bank will come to resolution through CFPB or if CFPB will assist in taking action against Citizens for their continual violations of law and consumer protection.
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| 05/07/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
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- Identity theft protection or other monitoring services
- Didn't receive services that were advertised
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Web |
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On XX/XX/XXXX I walked into Citizens Bank and met XXXX XXXX XXXX ID # XXXX on XXXX XXXX XXXX XXXX XXXX, NH XXXX. I have a XXXX XXXX XXXX XXXX that is Federal and I am looking for a certified management team with at least 5 years banking and management expertise. I am currently interviewing Branch Managers and Bankers to work with my modeling agency and set up new business accounts. I am the XXXX of the Agency and I have over 25 years of banking, insurance, executive management and certified supervisor experience. I have holding accounts at XXXX XXXX XXXX XXXX. When I met XXXX I clearly stated my reasons for the interview. We spoke about the history of the agency, staff, competitive advantages, consumer services provided, current financial resources, training, certifications, 10 year investment plans, safety, security, stability and current issues I gave XXXX XXXX my confidential XXXX XXXX XXXX Business Plan, Resources, Application, Sample Contract, Policies, Marketing, EIN, State of New Hampshire Department of State XXXX Annual Report, Active Status, Certificate number, Business number, Consumer Reports, Financial Strength,, Hiring Goals and Financial Management needs. XXXX XXXX took all my information and told me that she would call me. I left her with a message, " Take your time and read everything, do you research and call me if you have any questions. '' On XX/XX/XXXX at XXXX I scheduled interview with Branch Manager XXXX XXXX at the same location at XXXX XXXX. When I walked in XXXX did not acknowledge me, which made me very uncomfortable. I had given XXXX XXXX all my XXXX XXXX XXXX XXXX business information and she did not even say hi to me in morning meetings. I watched her in XXXX XXXX 's office ducking down and pointing at the Citizen 's Bank employee across the lobby. I knew she was talking about him I walked around the lobby and collected the Bank Teller business cards and Citizens Bank Marketing information. I mentioned to the Bank Teller I have an account on a Fraud watch because I filed a FTC Identity Theft Report on a Bartender who was using my model names and serving them alcohol, holding their Personal ID 's in his bartending system. I told the tellers, " I am very concerned with Bank Fraud Issues, Identity Theft and Poor Investments. '' Then I sat down and waited to be called in for my interview.
. XXXX XXXX called me into his office and introduced himself. I had a copy of the current Student Loan Promotions. I am aware of the services XXXX XXXX was trying to sell me on. XXXX XXXX asked me, " What brings you in today? '' I said, " I am the XXXX of a XXXX XXXX XXXX and I am looking for a finance manager to establish a new account for the models. '' He then asked, " OK, so tell me a little bit about yourself '' I said, " When I was XXXX I opened a Citizens Bank account on XXXX XXXX. in XXXX, NH. '' Then I asked XXXX, " Now tell me a little bit about yourself. '' XXXX XXXX replied, " I do not give out my personal information. '' I said, " OK XXXX, you are the manager and you want me and consumers to give you our personal information but you will not give us your personal information. How is that legal? '' He said, " I do not know what you are talking about. '' I said, " OK. My next question is because you are offering student loans how do you invest my money? Do you invest in alcohol and drug companies? '' XXXX XXXX says to me, " I do not understand. '' I asked, " You do not understand my question? " XXXX said again, " I do not understand what you are asking me. '' I asked XXXX, " How long have you worked at Citizens Bank? '' XXXX replied, " I have been here for a year. '' I asked, " You are the branch manager and by looking at your name badge you went to XXXX XXXX? '' XXXX replied, " Yes, but I do not know how that refers to your question. '' Right then and there I knew XXXX XXXX was a banking fraud. He was incompetent to answer my first simple question about personal banking and then he could no answer any questions about Student Loan Services and Financial Guarantees. I told XXXX, " XXXX I am going to have to file this to the FTC because I think your are not providing the services you are employed to do. '' He said, " I am sorry, what did you say? '' I said, " I do not think you have the skills to be a manager here and you are more fit to be a teller. '' XXXX demanded, " You are to leave my office right now and not come back to this branch. '' I said, " OK and I am going to call the police because I think you are pushing alcohol at this branch and I think you might be drinking alcohol. '' I left the office and immediately called the XXXX Police Department, XXXX Police Department, NH Drug Monitoring, Consumer Protection, The Attorney Generals Office and My personal injury lawyer. I also went into the XXXX court to file a financial findings report at Citizens Bank and I gave the information to the Deputy Sherriff the same afternoon.
As a CEO I have to protect my consumers and staff from fraudulent banking services involving social security numbers and income. I do not want to set up a payroll with a Manager named XXXX XXXX who can not even tell me if he invested in a drug or alcohol company at Citizens Bank and refused to answer my questions confidently and professionally. I do not trust XXXX XXXX with consumer 's money, loans, personal information or any federal financial documents. Please remove XXXX XXXX 's position at Citizen 's Bank Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 12/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I began the process of refinancing my existing home mortgage with Citizens One Home Loans in early XX/XX/XXXX with XXXX XXXX, NMLS ID # XXXX. As expected, an appraisal was ordered for my home and was completed on XX/XX/XXXX. The man who completed the appraisal was friendly and cordial when he arrived, but after going through my home and completing the appraisal, somehow in less than 10 minutes, he would barely speak to me as he was leaving and did not answer all of the questions I had about his process and next steps. After much thought, it is my determination that during his going through the home, he discerned that this was a XXXX household, which he did not like. I can determine no other explanation for his very obvious change in mood and professionalism.
About a week later I received a copy of the completed appraisal which estimated my home was valued nearly {$30000.00} less than expected. Even more, it was estimated to be worth {$16000.00} less than I paid for it almost 2.5 years prior and {$17000.00} less than it had appraised for at that time. Given the housing market in the XXXX XXXX area where I reside, the suggestion the home would decrease in value that much is absurd. If anything, the home has increased in value, especially due to the improvements made to it in XXXX, which the appraiser would not listen to me long enough to explain. I attempted to reach out the appraisal company to understand the logic behind the determination but received a cold shoulder and told they could not speak to me, even though I had a copy of the appraisal in hand.
I next reached out to Citizens One to dispute the finding. At this time I learned my mortgage loan officer had left the company and was assigned a new loan officer, XXXX XXXX, NMLS ID # XXXX. It took numerous attempts to even initially reach XXXX, but she finally submitted a dispute to their appraisal team. Two weeks later on XX/XX/XXXX XXXX stated my dispute had been denied. I asked for an explanation for the denial or to speak with someone to better understand. She was unable to offer further information and asked that I allow her time to speak with her manager. A few days later she claimed her manager, XXXX XXXX, NMLS ID # XXXX, had raised another dispute and she would reach out shortly. Nearly three weeks pass and I am unable to reach XXXX in any fashion.
I finally obtain contact information for XXXX XXXX himself and reach out directly and we spoke on XX/XX/XXXX during which time I explained the full situation to him, a situation which he was completely unfamiliar with, suggesting XXXX had fabricated the subsequent appraisal dispute. He states he will follow up and I will hear back from him the next business day. Over a week passes and I hear nothing from XXXX after repeated email attempts. When I do finally get in contact he dispatches me to a different loan officer who reports to him, XXXX XXXX, NMLS ID # XXXX.
XXXX was able to share with me that my appraisal dispute was denied due to my homes appraised value being in the range of three of the four comparable homes quoted in the appraisal. The fourth home in the comparison, which sold right at the price I originally quoted for my refinance, was not taken into consideration because the sale had not closed. Why would it be a comp home if it would not be considered? Additionally, the home 's sale had closed since I raised the dispute. Further facts disregarded by the original appraisal and the dispute team was the fact that my home was the model in the community and has tens of thousands of dollars worth of interior upgrades which the three out of four previous homes did not have. The fourth comparable home, which was disregarded, is most similar to mine on the interior.
In the meantime, XXXX begins to push for me to move forward with the refinance, even though it would mean I could potentially be out over {$3000.00} to close and my monthly payment would be {$50.00} more than originally quoted. When I explained this was not acceptable and wanted a better explanation as to why my dispute was denied, XXXX XXXX responses became less frequent.
I reached back out to XXXX XXXX on XX/XX/XXXX given XXXX XXXX not providing further feedback on my new " escalated '' appraisal dispute. XXXX stated he would be requesting the dispute team approve a completely new appraisal and would let me know as soon as additional information is available. Today, on XX/XX/XXXX, I have received a Statement of Credit Denial from Citizens One stating they will not extend me credit due to insufficient collateral. This is of course because of the severe undervaluing of my home. Not to mention the four months of time I have wasted attempted to have this issue remedied with Citizens One. If they were going to deny me the refinance, why is this communicated in XXXX and not closer to early XXXX when the appraisal was completed?
I submit this complain against Citizens One Home Loans primarily due to the discrimination served against my home due to either their competence or me being in a XXXX relationship, which resulted in the severe undervaluing my home. Due to this, I am no longer able to complete the refinance, and even if I had been allowed to move forward, I would have been expected to pay more out of pocket for closing and monthly on my payment. The discrimination against me was also apparent in the lack of responses received from Citizens One throughout the refinance process by XXXX, XXXX, and XXXX.
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| 06/03/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Charged fees or interest you didn't expect
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Web |
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As a customer of Citizens bank, I have had an issue relating to an overdraft line of credit and an outstanding balance that I was not made aware of for over 4 years. Citizen 's bank apparently has a history of class action lawsuits against such a matter and I would really appreciate someone's assistance with this serious matter.
To briefly summarize the circumstances ; I have been banking with Citizens since my XXXX studies in XXXX at XXXXXX/XX/XXXX in XXXX. Ive visited the bank very often to make sure my account is in good standing. Im always assured, yes, all is okay, etc etc. by the local branch managers and anyone I speak with on the phone. I receive bank statements in the mail - and everything looks OK, as does my online portal.
Well, much to my dismay and to a huge surprise, I noticed a 51 point drop in my credit score from Citizens in the month of XX/XX/XXXX for a {$1700.00} charge. VERY confused, I called my branch manager. He along with a colleague of his, ran my social security number, and assured me I had no loans associated with my name, my balance is {$0.00}, etc. They said my account is in good standing and to not worry. Well, I said, obviously something is going on - please investigate immediately. This was then raised to the Chairmans Office.
It turns out, since XXXX of XXXX, Citizens has been pulling from an overdraft line of credit - that I wasnt aware of nor have I been contacted over through email, phone, my online portal, or printed mail statements. Apparently, when I first joined the bank, I agreed to this line of credit. I, however, did not agree to unfaithful business practices with Citizen 's and not being made aware of the fees due for the past several years.
Trust me, I would have paid the overdraft charges, had I known, and would not have succumb to the monthly interest rates and charges, all unknowable to me.
For further information and some of the most prevalent points per this matter ; 1 ) I have not once received any mail explaining the {$1700.00} overdraft charge and counting. This has been accruing for the past 4+ years, and while I always receive Citizens mail, this 'overdraft ' charge has never been included yet the fees and interest have continued to compound year after year. I have recent mail from Citizens to demonstrate this and included this within my complaint. The Office of the Chairman 's verbal response was, 'you should have known better. ' Once again, my phone number and address have always been kept up to date - and it is not my fault that they did not update my email address within their system or contact me through the online portal, mail, or phone, which I have always been reachable via.
2 ) Interest and fees, have been piling on for YEARS as a result of a somewhat minimal initial overdraft charge - and again, this issue would not have ever been brought to my attention had I not checked my credit score by coincidence myself. Otherwise, this problem would have probably persisted for years. I'm grateful I had checked my credit score myself recently.
No one at the Citizens bank branch in XXXX ( XXXX zip code + phone calls ) noticed or made me aware of this apparently accruing overdraft line either. If Citizen 's Bank EMPLOYEES dont know about it, and they WORK at Citizens, how can I be expected to? Blame has been put on me, however.
XXXX ) I asked the Chairmans office to provide me the information relating to what caused the initial overdraft charge and how many fees, interest, etc. Citizens has charged as a result. The representative advised me I had to go through all 4+ years of statements myself - because that wasnt her responsibility nor does she have the time.
From my initial calculations, it appears almost the entirety of this sum is an accumulation of charges from Citizenss itself - and my initial overdraft fee is negligible.
And to be clear, I have NEVER seen this information before NOR is it made evident on my online banking portal. I also have not received any email statements.
4 ) Due diligence has clearly not been made by Citizen 's to contact me. This charge unbeknownst to me, and apparently even Citizens bank, since XXXX.
I have been involved in conversations with my branch manager at Citizens bank ( who has been responsive and kind ), and a representative from the Office of the Chairman ( not helpful in recognizing the problem XXXX since XX/XX/XXXX. I also tried to email XXXX XXXX, VP of XXXX XX/XX/XXXX, on XX/XX/XXXX and received no response.
On XX/XX/XXXX, I met with my branch manager in person in XXXX, PA - and had no choice but to pay this line of credit off in order to prevent it from hitting my credit score any further, and have closed my account.
I am now in the process of complaining to additional financial institutions as there has clearly been a huge deceitful activity from Citizens as they did not make any, whatsoever, sufficient attempt to contact me regarding the charges over the four years.
My bank manager has also written a letter supporting this matter - as this information was not visible to himself either. Please accept this letter as support. I have also included screen shots of a recent letter, again, not explaining this nearly XXXX charge and no messages within my online Citizen 's portal.
This case has not been resolved and I would sincerely appreciate your help in this matter, and helping make me whole again - both financially and in regards to my credit.
|
| 06/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Older American |
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On XX/XX/2022, I sent a partial payment of {$710.00} to Citizen 's Bank. Our new finance company. On or about XX/XX/2022 I called to make the second half of our payment. The total would have equaled a full payment of {$1400.00}. The lady on the phone said she could not take a partial payment. I was not aware of this. She then went on to state that the {$710.00} was going to be returned to me within the next 14 days. I told her that I COULD NOT WAIT 14 DAYS. I needed to have that amount in my account to make a full payment BEFORE XX/XX/XXXX. I told her " I WILL STOP PAYMENT ON THE {$710.00} THROUGH MY BANK TODAY. I will then GO ONTO YOUR WEBSITE AND MAKE A FULL PAYMENT ... ... .. TODAY. I did just that.
Ironically the {$710.00} check had not been processed by my bank which allowed me to stop payment. I have payment confirmation that a full payment was made, on time.
Within the next couple weeks Citizen 's bank sent me a check for {$710.00}. I called them and asked why they sent this check to me. The young lady said " because we don't accept partial payments ''. I told her that I stopped payment on the partial on the {$710.00} ; therefore, NO MONEY CHANGED HANDS AND CITIZEN 'S DOES NOT OWE ME THIS MONEY. '' I then told her, I would void out this check. She never told me not to. I voided the check but kept it in my file.
A couple weeks later, we received another check for {$710.00}. I was baffled. I called Citizen 's and asked them why send me another check. The lady on the phone did not have an answer. She could not explain it. She said she'd forward my concern to her manager and someone would call me back. I VOIDED THIS CHECK AS WELL AND PLACED IT IN MY FILE. No one ever called me back.
In XXXXXXXX XXXX, I was told our account was behind by a full payment. I gave the operator all the website information and followed up with copies from Bank showing the transaction was completed. Their operator then told me that they had NOT received my payment for XXXX. That was very odd because I paid it through " Bill Pay ''. This was prior to the XXXX of XXXX. I called XXXX XXXX XXXX and was told no payment to Citizen 's Bank had gone through my account. I then called back to Citizen 's and made another payment.
The very next day OUR Bank showed the first payment as cleared in my " bill pay ''. I called and verified it had been in fact processed.
I called Citizen 's bank and informed them that THEY DID PROCESS THE PAYMENT. The Operator put me on hold and found that the payment had been received, BUT HAD BEEN APPLIED TO OUR ESCROW ACCOUNT! She said they would have to move the money to our mortgage installment account and that would put the account current. This procedure did not put our account in good standing. She also stated that the previous operator failed to check all screens, otherwise, she would have found the payment.
NOTE : at this point, the second check needed to be stopped because the first check had gone through. The account is current.
XXXXXXXX XXXX, i noticed all statements from them were threatening and stating that our account was past due. With every single conversation, no one could explain why the account was in default. 3 months had past and they received XXXX full payments. No XXXX ever called me back.
We began recieving notifications from our credit bureaus that our XXXX scores had dropped significantly. Then we began to get notifications from credit card companies stating that our credit line had ben decreed based on our low XXXX score.
NOTE ; i HAVE MAILED/EMAILED bank statements to Citizen ' s as they requested and never got a call back. NOT once.
We have submitted every single request to Citizen 's Bank. Everything!!!!
I filled a complaint with Citizens Bank approximately 1 month ago. On XX/XX/2022 XXXX XXXX XXXX left a recorded message. She said my complaint was forwarded to the office of OOC and someone would be calling me. No one has called me, written to me at all.
On XX/XX/2022, I sent another complaint registered mail. I mailed back the voided checks and sent them registered mail. This was based on a converation ( 4 hours long ) that took place last week. This lady was confused as much as I was but found her manage. The XXXX suggested that maybe they want the voided checks returned to them ; however, went on the tell me that I could cash them. I told her I would not cash them. They are not owed to me. ******IF I CASH THESE CHECKS THEN I WOULD HAVE TO REPAY IT. IT WOULD TOTAL A FULL MONTHS PAYMENT. ****** this is the answer! i told her they are trying to entrap me for no reason. So, this is why they keep saying my account is behind!!! The cheks were not processed. they were voided on my end. I will not be a part of their scheme. The operator 's response was " but they're good checks! You can cash them! '' I mailed them back.
On XX/XX/2022, Customer service XXXX said my complaint was in their system, but not assigned to anyone ; therefore, she could not transfer me anyone.
Today, my car can't be repaired and I must purchase a new one. Also, I am in the middle of major XXXX work which must be financed. I can't finance anything due to Citizen 's Bank derogatory and sloppy, unfounded reporting. They have damaged us beyond belief and without so much as a telephone call.
CITIZEN 'S BANK COULD NOT GIVE ME CHANGE FOR A QUARTER. I feel, they are untrustworthy, sloppy and uncaring.
Please help us restore our credit worthiness,
|
| 02/20/2022 |
Yes |
- Vehicle loan or lease
- Loan
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- Problems at the end of the loan or lease
- Problem with paying off the loan
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Web |
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That the complainant took a loan from the citizen bank for purchasing the car XXXX XXXX XXXX, ( XXXX XXXX ) in XX/XX/XXXX amount round 19000.00 $ as living in XXXX XXXX NewYork zip code XXXX, .The complainant as were working in XXXX XXXX XXXX XX/XX/XXXX had been paying the installment on autopay to the said Bank .So due to Covid-19, in XX/XX/XXXX the complainant were constrained to left the job.As earlier to this like in XXXX, the complainant came to know by media and others people about the relaxation of loans installment by the government but even though the complainant had been given the installment monthly on time up to like XXXX or XXXX XXXX even having there was no job .so its correct i remained failed to pay the installments for like 2 or three months and complainant was very comfortable that if i had not money the bank will not disturb the complainant because the Government has relaxed about all these, meanwhile the complainant due to having no money left the rented home and moved to relative home in XXXX room .It will not be out of place to mention that the complainant was not seeking any single penny support from the government and were living with nurturing minor son.
that the complainant one day of XXXX XXXX became wonder struck as i came to know there is no car outside my living place/home.The complainant having little bit doubt on the said bank, only just for appeasement of mind called the bank customer care and they informed me about that the car has been picked and is in possession of the bank due to unpaid the installments .on asking what about repossession i were informed XXXX like installments and with other dues total XXXX $ having threatened with that otherwise after 15 days car will be put in auction.i took a loan from someone else i paid the huge amount and succeeded to took back the car with lot of rounds of the offices with my relatives when no body was reddy to come out side by thousands deaths in XXXX due to inhuman conduct of the bank .Since then, finally, in XXXX up till today complainant paying all installment on time .In XXXX, when the complainant came out side to do the job and started to take the apartment, none was ready to give the apartment on rent due to the lower of the credit score .As complainant check the credit score companies the informed due to the citizen bank your credit score has went down .because they have put your account under charged and that is still under charged .i called the citizen bank about why they have put my name under charged even i have paid all installments with all expenditures which u put on me for picking/grabbing up the car and since then i am paying all installments timely, so i requested to wipe of the name of the complainant from charged because my credit score went down .They flatly refused to do that, and responded it will be done only after paying all installments.
on this i asked him to let me know the total remaining principal amount i am ready to pay.the complainant was constrained to do that because no body was ready to give the single bed apartment on rent to live .On this request the bank responded they can not do .If complainant want to clear it, the complainant have to pay full installments. that on this happening the complainant tried her best to reach to the high ups of the bank but could not .That there was no any mailing /physical address of the bank head office on any web site. only mentioned-XXXX XXXXcomplainant is unable to find out the address of the head office from the website even doing with very hectic strives, all the things are available but no physical /mailing address available on the web site .After hard tries i could find out the emails of the head office on their autobiography, and the complainant sent the emails regarding my issue but unfortunately none and nothing yet .Only customer service is available and they are not ready to do any thing, they are just with one answer that have to pay all installments if in want to wipe out my name from the charged .i requested to send my all account statement but the concerned not ready to do that .even there is no option to agitate grievience before any higher authority in the banks hierarchy. complainant very much punished after not giving the three installment in Covid-19 calamity .Its too much with me .Please forgive to me. complainant beg pardon from these all institutions. and i also neet to put the meditation of the authority concerned that the government ordered that if someone could not pay any loaning amount in the Covid-19 calamity, it will not effect the credit score .Is anyone can resolve this issue and ask the quest to the credit score Bureau . Can the bank be asked to mention the mailing addresses of the head offices on their websites clearly.? can the bank be asked to use on the rampant dictatorial authorities so ruthlessly .Can lender be allowed to dragged the hapless and destitute public by so misdemeanor in calamities where Government is announcing lot of relief packages.
prayer its humbly prayed, the name of the complainant be wiped out from the charged put on by the citizen bank and the drastic action be taken against the concerned citizen bank.
it is further prayed the credit score operator agency may kindly be ordered, having review the case in the eyes of covid calamity, the credit score be restored on the level before the covid 19.
|
| 09/30/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
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|
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Web |
Servicemember |
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I trusted my money to Citizens bank and 4 fraudulent withdrawals ( by check ) were made, the total amount being {$9800.00}.
I was in a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX during the fraud activity ( XXXX XX/XX/2023 ) Away from my original state and city XXXX XXXX XXXX ) I was looking through my online banking when I noticed 2 fraudulent withdrawals were made from my bank account.
Since there is no branch in Virginia, and I was basically locked inside the base, I called the bank and made a complaint. At first they didn't do anything, it took many calls and a third fraudulent withdrawal for them to completely block my account.
At this point they didn't provide me any new account or debit cards, so I had to borrow money from strangers for basic needs, such as food, hygiene products and bills. When I called they created 3 Claims for the fraudulent withdrawals and they send me by mail. Unfortunately they sent me at the wrong address, even though I told the person over the phone that I was not living there anymore. I tried to ask for them to send to my current address and they told me that was not necessary, they were going to send me the claims over email, ( they were lazy to put all the information necessary for a XXXX address at this point ), so I provided the email and waited for a month, and nothing happened, no claims arrived. I called there again and again and they told me that claims are only send by mail ( so the previous attendant lied to me ).
At this time I had no access to my bank account, so I called there and asked if I could use my debit card without compromising my bank account, and I probably asked 20 times if that could become a problem, and they told me that it was completely safe, and that they would block any type of transaction except the debit card. It was another lie, they unblocked everything, because right after that a fourth fraudulent withdrawal was made... So again I called there and asked for them to submit the fourth claim and send me the other claims in the right address, and that is when they started refusing service. I told them I was willing to do anything at that point to solve the problem, I even asked my commander to release me to go to the nearest state to talk with any branch from Citizens bank in person.
But they told me that the claims were only by mail, ( but they were not sending anything at all ).
So I kept calling over and over again, and they started refusing telling me any information about my account. And every time I called and said my name and phone number the call would end. They started ghosting me. So I kept calling all the time, and finally they talked to me saying that my problem could only be solved in person, that I had a warning in their system about me that they could not provide any information or start any process over the phone. I told them that this would only be possible when XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ), and they assured me it was fine.
I went to my Citizens Bank branch in XXXX as soon as possible right after my graduation in XXXX and they submitted the claims by mail again and created the fourth claim ( that is what I thought ).
After 10 days a letter arrived at my house ( just a letter not the claims ) telling me that I could not pursue the claim for the fourth fraudulent withdrawal because it was too late, even though I was trying to do that since it happened, the same day that it happened. But they refused!
I kept calling the bank to solve this problem, but only at the end of XXXX a manager called me to ask about it. I told her everything and she assured me she was going to help me. She sent me the claims over email, but only 2 of 4 claims, and she gave me a phone number to keep in touch. I replied the signed claims as soon as I could and told her about the one that it was missing, and she never responded me. I am calling her office since then and nobody answer for over 3 weeks now.
I am tired of this, I trusted my money to Citizens Bank and got legit robbed!
This is the last attempt to solve the problem directly with Citizens Bank, if they continue to refuse service and do what they are supposed to do, I will definitely pursue this in another way.
Informations about the fraudulent withdrawals : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Document attached ) I don't have access to my account anymore, so I can't provide greater information about the fourth fraudulent withdrawal. ( Screenshot attached ) It should not take more than 5 months to give it back a money that I trusted the bank.
I did everything I could to solve this. The way I am being treated is unacceptable.
I feel that I got jeopardize because I am not a XXXX XXXX XXXX, only a XXXX and because I am constantly moving and sometimes unable to be in person because of my XXXX XXXX
I am currently in great need of that money because I had to move for the XXXX and I had that money saved for that. I can list all the things I've been missing, like when I had to sleep on the floor and eat only cup-noodles for the first month at my new address, because the money that I saved for that was taken from me. Which I think is humiliating.
|
| 03/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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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.
|
| 10/25/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
Older American, Servicemember |
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In early XX/XX/XXXX, after deciding to purchase a second home in North Carolina we went shopping for a mortgage. I was able to call XXXX XXXX XXXXXXXX during the evening hours and initiate a loan estimate. With XXXX XXXX estimate in hand we approached our local bank of many years-Citizens Bank-to see if it made sense to " shop locally. '' The Citizen 's Loan officer ( XXXX XXXX ) said he would absolutely match or do better than the XXXX estimate. Because of difficulties at times with reaching XXXX, I also was in contact with his manager-XXXX XXXX. From the earliest discussions about this " matching '' mortgage we consistently had a disconnect between verbal agreements with XXXX and XXXX versus the paperwork we would see shortly thereafter. We were assured on numerous occasions that there would be no points or escrow associated with the mortgage, in order to compete with XXXX XXXX estimate. When this failed to materialize, I approached the branch manager for help. The manager-XXXX-clearly heard XXXX in my presence again verbally agree to the " No points/No escrow/3.625 % interest '' which he had been promising all along but had yet to produce the paperwork reflecting these terms. [ As of this date we have yet to see a loan estimate for closing disclosure reflecting these parameters. ] We continued to receive assurances that the " final paperwork '' would be " correct '' and not reflect any points. While the initial purchase contract was terminated on XX/XX/XXXX due to serious concerns raised during the building inspection process, a second purchase contract on another house in the area was secured by XX/XX/XXXX. I was assured that the loan process would simply continue for securing a mortgage on the new contract, and that the projected closing date of XX/XX/XXXX would not present a problem of any sort. Again, assurances that the initial conditions would be met-no escrow/no points/3.625 % -and in fact XXXX stated that " we may be able to do better. '' Again the XX/XX/XXXX closing date was confirmed. Numerous delays continued to appear with respect to seeing " corrected documentation '' while awaiting " authorization. '' There were numerous requests for submittals from us for documents already submitted. We were even asked to sign a loan estimate on XX/XX/XXXX in order to meet the XX/XX/XXXX closing date even though the documents still did not reflect the originally agreed to conditions. We were assured that the estimate could be changed to reflect a lower amount such as it was " not detrimental to the client '' and that the numbers would be corrected once the authorization had been obtained. My wife then received a request for a new SSA release from the closing processor-XXXX XXXX. As the social security number printed on the form was incorrect, my wife corrected the number, initialed the correction, and returned the form. Then on the evening of the XX/XX/XXXX she was directed to sign yet another SSA release form-this time with her corrected social security number. This was done and submitted by XXXXXXXX XXXX. Again the next morning, closing day, my wife received from XXXX another SSA release form to sign-this time because the bank had printed the incorrect bank address on the previous form. This was received late morning on the day of closing! We also received an email sent by mistake via reply all from the loan processor to the loan officer indicating the timeline was never possible and the buyer should have been informed of this weeks ago. We were also finally informed that the {$800.00} in points still appearing on the loan documentation was not associated with the rate but rather a result of the secondary lenders requirement based on a no escrow mortgage. This was the first time any secondary lender or penalty for not using an escrow account was ever mentioned during the entire over two month process, and suggests the original verbal commitments were based on incorrect assumptions at best, or perhaps deliberate deception. My son, XXXX XXXX, initiated a complaint early in this long process claiming elder abuse due to the ordeal he saw my wife and I going through while we were contacted by a representative of the Office of the Chairman-XXXX XXXX-who assured us she would help, she apparently left the bank shortly thereafter. When my son attempted to contact her manager, XXXX XXXX ( per voicemail instructions ) no call was ever received. XXXX then opened another complaint with the Office of the Chairman to get assistance, at which point XXXX XXXX was assigned and agreed to assist. She remained communicative until XX/XX/XXXX, after which she never returned a single voicemail. At XXXX of closing day the closing agent in North Carolina had not heard from the Citizens bank loan processorXXXX, and I was not able to get in touch with the loan officer, XXXX, or XXXX. The house was purchased late on XX/XX/XXXX as a cash sale to mitigate damages and fulfill my obligation to the buyer. I still desire Citizens Bank to meet their obligation to provide a first mortgage on the property at the original committed offer, and cover additional costs incurred. There had been considerable expenditures to date based on Citizens Bank employees assurances that they would do so.
|
| 11/18/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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|
Web |
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In XX/XX/2022, my husband and I opened our first joint checking account at Citizen 's Bank. We deposited {$20000.00} into the account. During our initial meeting, we were told the benefits of the account, which included fraud protection and alerts. We feel that other disclosures were quickly flipped to the " signature '' page and no other information reviewed.
My husband and I made minimal transactions on the account, even explaining as we were opening the account that we were putting our savings aside for future plans and we wouldn't be frequently using the account. We made two small deposits and two small withdrawals, all within the state of Delaware where we are located.
During this entire time, we received no statements, alerts, or notifications to our home address, either of our emails, or either of our cell phone numbers.
After a busy period of time ( we are both public school employees working in a post-pandemic school system and this is the totality of our joint savings ) I went into the account to deposit a check, and found that a few months prior right after I had last checked the account almost all of our money was transferred out. We called, alerted the bank to this, and met with a branch banker the next day. We were repeatedly told to not worry, that the funds would be in our account within 10 days.
After some elapsed time of me trying to be patient, Citizen 's Bank was unreliable with communication attempts. I struggled to get information and contact back from the bank. Communication, voicemails and emails went unanswered. Finally, when I went into the bank, a bank employee read off her screen a completely incorrect address for me, one I didn't provide and hadn't lived at for over six years. She told me that sometimes old addresses " autopopulate '' on their end, and that correspondence with my private information could have been going to this address I didn't even live at.
I have recently been told that because I did not report the fraud quickly enough, that I may not get my funds back, which conflicts with what I was originally told when I reported the fraud. Later, I was also told the claim was not being denied due to lapsed time, but now I am once again receiving conflicting information. While we understand there was a lapse in time in when we found the error, we are trying to get answers from Citizen 's Bank as to why there is not any responsibility on them to provide us with the services we signed up for, particularly the fraud alerts and communication. Presently, we have been frankly told that despite us being " sold '' on signing up for a checking account that we thought had fraud alerts and protections, that they did not actually have any responsibility to provide those services to us, but we had the responsibility to catch the fraud and they did not have to bear the responsibility of either catching fraud OR bear any responsibility for a security breach that allowed our account to be accessed.
In sum our main concerns are : -We were told our money would be safeguarded in a Citizen 's account -We were told we had fraud protection -We were told we had XXXX fraud alerts -We did not even leave the house with our debit cards, so the security breach of our account being accessed was a failure within Citizen 's security system -Who approved at Citizens these ACH/wire transfers from our account? No one will give us any more information on these transactions than what we can see on our accounts.
-Why were we not notified of {$19000.00} being transferred out in a day?
-Why was it brushed over that they had an address attached to my name that I had never given to them, nor is on the drivers license I gave them?
-A complete disregard and lack of communication to customers that just had their life savings drained after signing up for their bank.
We have also asked to speak to higher up employees at Citizen 's Bank, and the regional manager has never responded to voicemails. When we asked to speak to whatever " back office '' has our claim, we are told that they can not give us this information and they themselves do not even have it. When we said that we were not confident in using our Citizens account while this was being resolved, we were told that we must continue to use our Citizen 's account in the meantime, or else they will charge us {$12.00} in service fees a month. So far, after many failed communication attempts we have found one reliable branch manager to at least call us back but even still she has only been able to just keep telling us it is in limbo.
Timeline : XX/XX/2022 : Open Account XX/XX/2022 : 1 fraudulent deposit totaling : {$150.00} XX/XX/2022 : 1 fraudulent deposit totaling : {$1300.00} XX/XX/2022 : 8 fraudulent deposits totaling : {$1.00} XX/XX/2022 : 11 fraudulent withdrawal transfers totaling : {$19000.00} XX/XX/2022 : 4 fraudulent withdrawal transfers totaling : {$1.00} XX/XX/2022 : 4 fraudulent withdrawal transfers totaling : {$380.00} XX/XX/2022 : we discovered fraud, reported it -- I also have a continual records of communication, attempts, and discussions XX/XX/2022 : 2 claims recovered from XX/XX/2022 : {$180.00} XX/XX/2022 : 1 claim recovered from XX/XX/2022 : {$100.00}
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| 05/10/2018 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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on Friday XX/XX/XXXX i went into my local branch to pull money out for my rent. at first i pulled {$400.00} out and got my teller receipt. and notice that i still had {$93.00} left. i asked teller XXXX. is this correct because my online bank said less. and i show him my phone, and he said he didn't know why it said that but what he says on his screen was correct that i had XXXX i asked again are you sure? he said yep all your transactions have gone threw that is your actual available balance. i said OK cool let me pull {$90.00} out then. he said ok and gave me the {$90.00} dollars. as im currently in dispute with the bank for XXXX XXXX XXXX for two {$35.00} over draft fees and money they took out of {$1.00}, {$6.00}, {$16.00} from XXXX going in and taking money out putting it back in. and messing my account up. before these unauthorized transactions started happening. so im waiting for that money which they have not gave me a provisional credit to my account yet. so the mean time while im on the phone with customer service i asked about why i was XXXX negative. i told her what the bank teller told me she dont see were he would of told me why i would have that amount.then she said it looks like your going to have another {$35.00} over draft fee, i said oh great that's lovely. she told me to go to the bank and take it up with them. i told my self if something like this happened again i was just going to close my account down.on XX/XX/XXXX i had my boyfriend go to the bank for me, to deposit {$37.00} dollars to bring my account current, and he did. so today on my day off i went to the bank and spoke to XXXX one of the bankers and i told him. i would like to close my account that i said the next time that something like this happened again i was going to close my account, so please close my account he said ok ill be right back. he went in and i guess he was trying to help me out and went to talk to the bank manger XXXX. about 3 mins later the both walk back into XXXX office and the bank manger had two papers in her hand she said 'hello XXXX XXXX did you put a tip down when you were at XXXX XXXX. 'yes i did '' she said yea its never a normal amount when you go out to eat. i said right i was trying to even the amount. she said well thats the problem and thats why you have and over draft fee. i said ok well i still want to close my account im just done. she continue to still talk about the fees and im like cool can i please close my account? she still kept talking about the problem and i told her i didnt care i just want to close my account and leave please can i close my account, please please, please i would like to leave and close my account and i said to XXXX can you leave i dont really like talking to you and im done here and done with you so shoo off. she said no im the bank manger i dont have to go any were! i said im requesting you to leave. she said you know blank if your account was straight you would not have this problem, and i said well i forgot and she was like so are you saying its the banks fault? then i was like yah i guess so maybe they should have a fast update. i said well anyways why am i still here talking about this XXXX can i please close my account down. she like " well you know blank i was going to offer you something but im not now because you want to close your account i said sure you ya right your famous for " no '' and she acted appalled about it and tried to drag XXXX into it but XXXX did not want to be in the middle of it, so he didnt say anything. i said dont believe that one min you were going to offer me something. i said can i go? and close my account i said common XXXX please can i close my account. then XXXX said " XXXX go ahead and close her account not because she wanted because i requested it. and im like ok finally. on my way out i didnt get im sorry or thank you for banking with us nothing ... nothing at all got my XXXX cents and was on my way. so i was very upset leaving i went down to speak to XXXX at branch XXXX i stressed my concerns with her and told her i was in the middle of a claim and wasn't for sure how i would get my money back. she told me it would probably be best to keep it open until then you can do whatever you want after that. i said OK and i re opened it at XXXX put a dollar in. then XXXX asked did XXXX tell you about are protection i said yes and i don't like it because im still paying something to the bank and i fell that is not protecting my pockets by them taking {$12.00}. she said well there a free way to do mobile alerts has anyone told you about that and i said no. so she told me about the text and mobile banking app alerts and i told her i will keep that in mind if choice to keep this bank and i went on my way so im requesting in itemizing below : 1.XXXX the bank manger to be fired at XXXX 2. she was going to offer something now i feel in tiled to something for my inconvenience embarrassing yelling at me of the {$35.00} over draft fee of XX/XX/XXXX 3 .XXXX refund : {$1.00}, {$6.00}, {$16.00} and two {$35.00} over draft fees from XX/XX/XXXX transactions.
4. they need to update the whole image and there online banking and stop saying no for every little thing
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| 08/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
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I am writing to file a formal complaint against Citizens Bank regarding a series of fraudulent charges that were made on my credit card, which resulted in a total loss of {$4000.00}. Despite my numerous attempts to resolve this matter with the bank, no one from the fraud department has reached out to me and I have yet to receive a satisfactory resolution or even a proper explanation.
Below is a detailed account of the events that have transpired since the discovery of the fraudulent charges : On XX/XX/2023, I noticed several unauthorized transactions on my Citizens Bank credit card statement. I immediately attempted to contact Citizens Bank using the number provided on the back of my card. Unfortunately, I was unable to reach a representative due to the limited hours from the number provided on the back of the card, and their fraud line isnt posted online. There is also no way to freeze the card on the mobile app.
During my attempt to contact the bank, an additional fraudulent charge of {$80.00} occurred on my account, compounding the financial loss.
On XX/XX/2023, I managed to get in touch with Citizens Bank and had my credit card frozen to prevent further unauthorized transactions. New credit cards were requested and sent to me. I was informed that the bank would be keeping the charges posted to my account, but to let it stay there even if interest accrues until the investigation is over. This is very different to my experience with other banks ( e.g : XXXX and XXXX ), where the amount is first credited to the customer during the investigation.
On XX/XX/2023, as the bank had not refunded the full amount, I filed a police report ( Police Report ID : XXXX ) at the XXXX precinct with Detective XXXX XXXX assigned to the case ( Contact : ( XXXX ) XXXX ).
On XX/XX/2023, Citizens Bank credited my account with {$1600.00}, which was just a part of the fraud loss that was incurred. Following the partial credit, I reached out to Citizens Bank, providing the police report information and requested them to further investigation and provide an explanation for the discrepancy. The bank also assured me that the charges on the account would still appear on the account and to not pay the balance until the situation is resolved, despite interest accumulating.
On or around XX/XX/2023, I received a letter dated XX/XX/XXXX from Citizens Bank ( attached ), stating that they believed there was no fraud. However, the phone number provided on the letter was unreachable.
After numerous attempts to contact Citizens Bank, I was finally able to get through on XX/XX/2023. I asked the bank to reopen the case and to communicate with me through calls or emails, as I would be overseas for the next two weeks. The associate who helped me on the phone assured me that this request was added to my case, and that the back office that handles these investigations did not have a direct number to call but they would reach out to me.
On XX/XX/2023, Citizens Bank unexpectedly reversed the {$1600.00} credit without providing any explanation.
A letter dated XX/XX/2023, was received, stating that Citizens Bank still did not believe there was fraud, which I only saw upon my return from overseas on XX/XX/2023. Still no one has attempted to reach out.
On XX/XX/2023, interest of {$96.00} started accruing on my account, despite the fraudulent nature of these charges.
On XX/XX/2023, once I got back from overseas, I called Citizens Bank 's fraud department get an update on the case, but they were unable to provide a timeframe for resolution or knew what the current status of the case was. They said someone would be reaching out to me.
On XX/XX/2023, I sent a letter to Citizens Bank asking for an explanation and for someone to reach out ( attached ) at the address provided on my credit card statement : CITIZENS CARD SERVICES, XXXX XXXX XXXX, XXXX, CT XXXX.
On XX/XX/2023, the letter was successfully delivered.
On XX/XX/2023, I called the fraud department again, and they were still unable to confirm whether my case was opened or closed or when I could expect a response. I requested that they reach out to me for an update.
As of my writing today on XX/XX/XXXX, I still have yet to receive communication from the bank.
I am deeply disappointed with the lack of progress and communication from Citizens Bank in resolving this issue promptly. I have a great history throughout my time owning credit cards, and I have never encountered such issues in the past. These transactions are clearly inconsistent with my usual spending patterns, and I can provide additional evidence, such as my whereabouts during the time of the fraudulent charges to substantiate my claim. In fact, there are charges that occur at the same time on my account ( one legitimate made by me, and the other was fraud ) that are happening in two separate places that are far apart, which is not possible.
At this point, I dont know what to do. I am seeking the CFPBs assistance in obtaining a fair resolution with Citizens Bank. Im asking for a return of {$4000.00} in fraud charges, along with any accrued interest, which is still accumulating at the time of this writing.
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| 10/12/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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This is with response to a letter datedXX/XX/XXXX, from Office of the Chair.
In all areas wherein the letter refers to my HELOC being opened onXX/XX/XXXX, and account ending in XXXX opened on XX/XX/XXXX I have not ( to this date ) receive any information on either of the accounts mentioned in this letter and other reporting to Credit Bureau XXXX due to fraudulent reporting & /or lack of correspondence with me so that I am informed of due dates, etc.!!!! I researched and learned that I must see what is being done with the money I entrust to the Institution, i.e. if another account is opened. I have never to this date, received any information whatsoever regarding my HELOC and I bought my home onXX/XX/XXXX, at such time banking with Citizens. Thanks to the CFPB, people like me have Civil Rights that my banking institution has to follow. One of which is the right to see on my end what is going on with any & all of my accounts & transactions on the bank 's end. Therefore, banks must " ... conduct a fair and transparent marketplace for consumers ... ''! The CFPB is the venue with federal supervisory authority and this Complaint is with regard to the letter I received onXX/XX/XXXX from Citizen 's Bank 's Office of the Chair admitting that I ( having been a victim of Identity theft ) knew nothing of and was NOT ADVISED IN ANY WAY UNTIL XX/XX/XXXX & the letter referred to for which this complaint is based.
The letter from the Office of the Chair states that XXXX XXXX XXXX opened 2 accounts1 that I know nothing about and the HELOC -- which I, to this date, have never seen!?!?!? In this case being Citizen 's Bank!!! As of, " ... XX/XX/XXXX, CFPB enforcement activity has resulted in over {$11.00} billion in relief ... to millions of consumers harmed by deceptive acts ''!!! I am being advised in a letter 4 years later the date that I ( DID NOT EVEN KNOW OF through any means, i.e., email, telephone, postal service until vaguely on XX/XX/XXXX, and now in documentation dated XX/XX/XXXX!?
I have researched, attempted to contact, spending sometimes 10 hours a day pleading with employees at the bank branches in the XXXX area of XXXX @ Citizen 's Bank to no compassionate ears.
I assume that every bank has cameras in it?! I am not on film on XX/XX/XXXX, looking shocked to learn that an account has been opened for which I am not being charged the {$8.00} OD fee, said XXXX in the cubicle closest to the entryway of the XXXX XXXX branch adjacent to XXXX XXXX XXXX??? I was deemed " compromised '' by XXXX and by many investigations with XXXX and I filed several police reports on XX/XX/XXXX as they fervently attempted to keep me more secure than my financial Institution!!! Thanks to XXXX 's message, I was alerted to my another device looking at my profile ... thank you XXXX for the integrity of your institution, and even attempted resolving the problem with Citizen 's Bank amicably. I do not and never have ( except for a few brief moments on XX/XX/XXXX ) $ XXXX in 1 day transferred into my checking account ending in XXXX and asked XXXX to please leave it open so I may see what is/was happening TO NO AVAIL!?!? " ... approximately 3.6 BILLION I am just now learning consumers such as me for their pain and suffering such as mine!!!!?!? I have suffered illegal actions of deception and that I was told, " ... does not happen in banks. ''??? I sat in the XXXX & XXXX XXXX of the bank manager treated as if I was a criminal being told that he is busy and he 's to meet with customers ... as if I am not??? n was never so humiliated in my life. That bank manager practically calling me a liar as he said, " d ... Citizen 's BAnk did NOT reporat you as non-payment in negative to the Credit Bureau yet LETTER IN MY POSSESSION STATES EXACTLY WHAT I REFERRED TO IN his cubicle!!! Degraded & humiliated through lies and/or deception!!!
The letter referred to the HELOC and account ending in XXXX yet I HAVE NEVER SEEN NEITHER OF THEM!!!
Multi-Billions of Dollars in lawsuits as far back as XXXX has been settled for 1 ) excessive overdraft fees and 2 ) not seeing onconsumer 's ( my ) end what is going on with their accounts on the end of the bank!!! The letter also referred to that letter dated as referenced above.
Therefore, for my mental anguish of not being afforded the opportunity to even glance at my HELOC and the facts stated to even know if they are factual, I must be provided compensation as I have followed every detail of the law immediately upon learning of my hacker/identity theft/THIEF.
I did not state/claim ( as written/stated that I was concerned about charges for transfers!!! RATHER, I claimed that the bank 's senior representative, XXXX ( who was subsequently transferred, INFORMED ME that it was in my BEST INTEREST TO CLOSE THE ACCOUNT that I saw on XX/XX/XXXX, due to excessive transfer charges but I NEVER EVEN SAW that ACCOUNT TO KNOW OF ANY SUCH CHARGES!?!?!?!
There IS a LEGAL obligation ( as far as my understanding of the articles of the law I researched! ) to know what my rights are and subsequently finding the CFPB to file claims against unfair/illegal practices by Citizen 's Bank stated above.
|
| 08/15/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Servicemember |
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Dear To Whom It May Concern : Around XXXX of last year, I ordered a XXXX XXXX XXXX from a vendor. There was an option to finance the XXXX. I selected the option to finance the treadmill, which was the biggest mistake of life. It took approximately seven or eight weeks for the XXXX to ship to my home. I never received any correspondence from the entity that was financing the XXXX. I revisited the email sent to me by the company that I bought the XXXX from, and it did not contain any financing information.
On Friday, XX/XX/2021, I checked my email and saw that I had an email from CITIZENS ONE BANK indicating that my account was past due. I was shocked, especially since I had never received any correspondence from the company! I went to their website in the email and discovered that I needed an account number to login to it. On XX/XX/XXXX, to my surprise, I learned that CITIZENS ONE BANK had reported my account as 30 days past due to XXXX and XXXX. That following Monday ( XXXX XXXX ), I called the company and told them that I had never received any correspondence from them, not even an account number or statement. The customer service representative opined that perhaps it went to my junk mail and was deleted after thirty days. I told him that I would go ahead and pay the treadmill off at that time. He gave me my account number, and I logged into CITIZENS ONE BANK website and set up my account.
I asked about my credit score and wanted to have the delinquent account removed from my credit report. The representative said another department handled that issue, but he would go ahead and submit a ticket for someone to call me about that process later. The customer service representative indicated someone from that department would call me in five to seven business days. I said okay, and stated that I needed to have that late payment removed from my credit report because I had not received any account information from CITIZENS ONE BANK. After completing the call, I paid the treadmill balance in full. On XX/XX/XXXX, I logged back into the companys website to see if my payments had been posted to the account. At that time, I discovered that I had made a math error and still owed the company {$5.00}, which I paid off on this date.
After waiting for about three weeks and never receiving a call from CITIZENS ONE, I called the company on XX/XX/2021. I informed the customer service representative, XXXX, about my issue and what the representative told me the last time I called CITIZEN ONE. XXXX indicated that she did not know how to remove the delinquent account from my credit report. I asked to speak to a supervisor. About 10 minutes later, the supervisor, XXXX ( ID # XXXX ) came on the phone and stated that CITIZENS ONE had made a mistake and did not correctly notify me. I said that it is great that the company is willing to take responsibility for not notifying me, but I need to know when the company can remove that late payment from my credit report. She stated that someone would be in touch with me within three to five business days. I pressed her on this timeframe because this promise had been made during my first call and was not honored. She asked me to hold for a moment. When she came back on the line, she stated that, yes, CITIZENS ONE had made a mistake by failing to notify me. However, she lied and said that someone would contact me in XXXX to XXXX business days. CITIZENS ONE lied again! As of this writing, no one from CITIZENS ONE has contacted me to rectify this matter that this unethical company caused.
Later that day, I googled CITIZENS ONE and discovered the company has a horrible reputation and is being sued by the Bureau of Consumer Financial Protection, a government agency. The Agency accuses CITIZEN ONE of failing to " investigate and appropriately resolve billing error notices ... '' and a host of other unsavory business practices. The list of accusations sounds very similar to my case. The government filed the lawsuit last year. I wish that I had this information before getting involved with this nefarious company. It appears that CITIZENS ONE 's customer service strategy is to lie to its customers and never make good on any promises provided by its customer service representatives.
On XX/XX/2021, CITIZENONE falsely reported that I was 30 days late to the credit bureaus. Once again, on XX/XX/2021, this unethical company, CITIZENONE, falsely reported that I was 30 days late with a payment. Recall, that I paid the full balance by XX/XX/2021. So, CITIZENONE is spitefully ruining my credit with its lies that I am late on an account that I have a balance of XXXX.
I seek your help in hold this nefarious and unethical company accountable for attempting to ruin my credit even after I have paid the balance off. I have attached the relevant documents to substantiate the facts that I have presented.
The consuming American public needs to know about this unethical company 's despicable business practices. Shame on CITIZENS ONE for being a terrible corporate citizen!
If you require additional information, please contact me via phone or email.
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| 02/01/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
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|
Web |
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I went to pay off the total balance due on my credit card at the XXXX XXXX XXXX XXXX branch of Citizens Bank on XX/XX/2018. I told the teller that I was there to pay off the balance on my credit card. I gave the teller {$180.00} first, which was supposed to be put towards the balance of my credit card. The remaining balance on my credit card was to be paid by my fiance through a second transaction. We asked the teller if it were easier if he were to pay the remainder from his debit card or with cash. He was alreading taking money out of the atm, and she said it would be easy to pay in cash. He paid the rest of the balance, which was the remainder ( {$160.00} ). We left that day under the impression that the card was paid off completely.
A week and a half later I went to the bank to pay off the next round of charges which were equal to {$170.00}. The teller on that day told me that I owed over {$400.00}, and I said that couldn't be right, so she told me to call the number on the back of my credit card. I made no payments that day, because I wanted to resolve any misappropriated funds. When I called the customer service credit division, they told me to have a copy of any receipts I had from that day faxed to accounting. I went to the branch to do this, and the fax was not working that day. It was at this time we noticed that the money was deposited into a wrong account, not put towards the credit card as the teller was instructed to do. We could not find a transaction receipt for the other funds that were given to the teller to pay off the rest of the credit card. I called Customer Service of the Credit Division again that night, and was told to call them from the bank branch to help resolve the issue.
A couple days later I went in to speak with someone about resolving the issue. It was the same teller that made the mistakes on the XX/XX/XXXX. Innitially she set up an appointment for the following XX/XX/XXXX. She cancelled that appointment and told us that a Chairman of the Board would call us because she didn't feel comfortable resolving the issue. I instead payed the {$170.00} towards the CC so that any remaining funds were those that I believed I payed off via the bank when I gave them cash to put towards the balance and also associated late fees because those payments were misappropriated. I always keep up with my payments, and if there are issues I do my best to resolve them in a timely manner.
That week, XXXX, a chairman of the board called. She talked in circles about information I would need to provide to them. She told me to fax what receipts I had to her. She told me many times she could not reference transactions without a receipt. I wanted to at least sent her what I had, which was a copy of the receipt for {$180.00} I got for money given to the teller ... .money that was supposed to go towards paying off my CC balance, but instead was accidently deposited by the teller into someone else 's account ( I did not authorize a deposit of {$180.00}, it was supposed to be a payment towards my CC balance ). We could not locate the other transaction, and though someone from Customer Service in the Credit Division told me that the bank should be able to locate it through the records from the day, XXXX seemed unable and unwilling to help without that specific transaction information. I told her I would fax the information I had over and she assured me 3 times that she would call me the following Wednesday to touch base no matter what.
I faxed the receipt on XX/XX/XXXX. XXXX tried calling on XX/XX/XXXX but I was unavailable. I waited for her call on XX/XX/XXXX and did not receive one. I even called her office around XXXX to try to reach her, but got her answering machine. I also called XX/XX/XXXX and got no response, no call back. I then called XX/XX/XXXX and left a message again. I reached out to the Customer Service line once more and XXXX assured me he would let XXXX know I was trying to reach her.
XXXX finally called back later on XX/XX/XXXX. I was so frustrated by this point, having poured many hours into resolving this issue. XXXX told me that the receipt that I sent was a deposit into someone else 's account and that she would need proof I was making a payment towards my credit card. Well, if the teller hadn't made a mistake then I would have the proper information, but this is one of the reasons I was calling. The money wasn't put towards the credit card, as I instructed the teller to do. I was so frustrated at this point and heated, I resolved to reach out to consumer finance to file a complaint. I should not have so much trouble trying to resolve this.
Whether this was a mistake or intentional misappropriation of funds by the teller, the bank has done little to help me actually resolve this issue. The bank doesn't even seem to care that the teller made mistakes, telling me they can't do anything to help me. That is why I am reaching out to the CFPD.
I hope that the CFPD can assist me in resolving this issue. I have had good standing with the bank so far and I do not wish this to negatively affect my credit.
|
| 09/07/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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Dear CFPB, I am dismayed to have to contact you for help but thankful you are a resource. My name is XXXX XXXX I work as a XXXX XXXX XXXX/XXXX. XXXX to say the least has been awful for everyone. All those affected by XXXX including XXXX XXXX for XXXX in Massachusetts in addition to XXXX it. I am humbly asking for your help with inaccurate and unfair credit bureau reporting at the finger tips of Citizens bank and their Master Card Services that is causing a ripple affect on my excellent credit history as reflected on all my reports for 20 years. On XX/XX/XXXX I logged into my Mobile App after making a deposit and completed and ACH transfer from my checking account directly to my Citizens CC. When I went to pay for XXXX in the same manner I discovered a late FEE on my account. Per customer service they could not see this " and could not see it because it was an HCA transfer from the app. '' I was transferred to online banking on XX/XX/XXXX who state their " was issues with online banking being down as was the app. '' This is frequently the case on a weekly basis. This never went through per their online banking department. This is not the first occurrence with their mobile app or support with my Platinum Accounts I maintain with Citizens. I was then sent to credit cards service maybe XXXX but overseas. The rep was rude and curt and asked me when I explained all of the above " what the reason for being irresponsible and not making my minimum so she could review and see if she can waive the late fee. '' The calls are recorded please find and listen to it. I had a {$23000.00} credit line and she advised me that due to " my delinquency '' my available credit was reduced to ( {$290.00} ). I made the full payment of {$250.00} right then and she post dated the payment and waived and refunded the late charges. This now leaves a - {$69.00} credit on my card. Given these excessive measures I spoke to two associates in XXXX and two managers. Both were extremely surprised at the " drastic measure an major reduction of my available credit. '' In addition after explaining to them on my XX/XX/XXXX phone call I furnished the branch manager and an associate two letter that came in the mail after I spoke to the over seas rep. Both letters were dated on XX/XX/XXXX however the envelopes were post marked on XX/XX/XXXX?? Employees made notes to my account and began to advocate for me. They appreciate my loyalty to the bank, my strive to maintain excellent relationships in the community I serve and the fact I have referred over 10 firefighters to them for loans and other banking needs. In addition I am a Platinum member with 3 Money Market accounts with just under XXXX that have helped navigate me with financial planning. After 1 week and my case the branch filed for me my case was transferred to 3 different people for review. I finally received a call from XXXX at the Chairmans Office at Citizens bank in the Rhode Island Office. I explained everything to her as captioned above in addition sent her snap shots of the post dated payment, and the waived late fee. Why do that if you reported me late? How is that fair reporting but the two prior steps were validated? Makes NO sense. ' I was transparent about everything going on in my life and how this has stripped me of security of having credit if needed. Your banking experience is personal and requires trust you can see my road map of my personal life. With that said I explained to her how much duress these drastic measures were adding to my personal life with my plan to buy a home and have Citizens mortgage, my job as a XXXX and caring for my dad with a new XXXX diagnoses. XXXX said nothing about anything I was explaining to her, almost if her mind was made up. She never answers her phone, does not call back for two days and although I told her I was at the firehouse to please email me she did not and left long voicemails. It took her a week to review things she called me with questions thankfully I was able to answer she then called back on XX/XX/XXXX at XXXX leaving a message. Telling me that she saw a mobile deposit on XXXX and and several other days in XXXX but the " late mark and reduction would stand. We have to report fairly and the action the bank had the right to take. '' Again why post date my payment and waive the late fee if your fairly reporting, its contradicts this process completely. To add to all of this XXXX XXXX XXXX sent me a letter closing my credit card after review of my report. None of this is fair reporting. The impact this has taken was drastic. Citizens Bank, has my address, my email, phone number, my work phone. I never received a single call, email or letter until I discovered this on my own. I feel I have exhausted all measures internally with Citizens Bank after an excellent relationship for almost 20 years and being a Platinum member this has affecting me in layers as a consumer. In closing I am very thankful cfpb for reviewing this complaint. I would appreciate any action you can do to help get this removed and my credit line restored,. Respectfully XXXX XXXX
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| 01/15/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/XXXX, {$2100.00} was withdrawn from my Citizen 's Bank account by someone else. I am a former refugee from that does not speak fluent English, so I got help from a service coordinator at a refugee services organization to deal with this issue. My service coordinator helped me call my bank, the FBI, and the Federal Trade Commission on XX/XX/XXXX. We filed an official FTC report on XX/XX/XXXX. We also contacted one of the credit bureaus, at the advice of the FBI and FTC, and set up a fraud alert through XXXX on XX/XX/XXXX.
On XX/XX/XXXX, we went to the local police station to file a report, but they would not take my statement, saying they didn't have enough people that day to do it. On XX/XX/XXXX, I opened a new bank account with Citizen 's so that I could have my direct deposit transferred and access my money ; all of my direct deposit money in my old account had been withdrawn.
As of XX/XX/XXXX, Citizen 's had refunded several purchases and overdraft fees that were caused by the other person accessing my bank account, but they still had not refunded the {$2100.00} that had been withdrawn. I received my new debit card on XX/XX/XXXX, but I never received a new PIN. By XX/XX/XXXX, I still had not received a new PIN, so my service coordinator helped me call Citizen 's to ask about the claim for the {$2100.00} and the PIN number. Over the phone, they told us there was no claim for my account and that we needed to go to a branch office to sort out this issue. I did receive my new PIN and was able to set up my direct deposit in my new account.
On XX/XX/XXXX, my service coordinator and I went to the local Citizen 's bank branch to find out about the claim issue. We discovered that someone else with my same name and almost same birthdate ( common in my community ) had requested an address change for his account, but they linked it to mine. That is why I had not received the PIN number. He is also the one that accessed my account. When I insisted to the bank staff that I had not changed my address and have lived in the same apartment since I came to the country, they at first denied that that was true. My service coordinator, who had picked me up at the airport upon my arrival to the US, confirmed that it was true. He also explained that several people in my community have the same name and similar birthdates, estimating at least 4 or 5. She found 16 other accounts with my same name.
Finally one of the staff helped to sign an affidavit stating that I did not change my address and that this withdrawal was the bank 's fault for not checking the identity properly, and she reopened the claim. When she printed the form out, it still had the other person 's address on it, so we corrected that as well.
I received a form to sign on XX/XX/XXXX to say that my statement about what happened is true. I signed it, copied it, and gave it back to the bank.
On XX/XX/XXXX, I received my refund for the {$2100.00}, but then two days later, they took the money back out of my account and claimed that they used video footage to determine it was me that withdrew the money. On XX/XX/XXXX, I requested to see this video footage. They said it would take a few weeks to obtain and they would get back to me when they had it.
I never heard from them, and in XX/XX/XXXX, I went back to a refugee services organization to get help again. I brought all my letters and bank statements, showing that I had not received anything notifying me of the video footage. On XX/XX/XXXX, we went to Citizen 's Bank, where one of the bankers helped me file a dispute for the decision they made. He talked with the fraud department and pointed out evidence from my account that two different people with two different SSNs and Tax IDs had accessed my account. He also sent the fraud department proof that the other person had deposited two large sums of money the day after the money was withdrawn from my own account. I signed the paper, and he submitted it to the claims department.
On XX/XX/XXXX, they sent me a letter denying my second request, stating that they had evidence that I was the one who accessed the account to withdraw the money. On XX/XX/XXXX, my service coordinator went back with me to Citizen 's Bank so we could request the video footage again. The woman we spoke to, who had worked with me on this issue before, said she was aware of the case and that because it had been so long, I would have to bring the police report I filed ( which I was not able to file, see above ) and a subpoena in order to see the evidence they used. She claimed they had tried to contact me about the video footage several times this summer but I never responded ; however, I had no letters from them, and without fluent English, I would not have been able to understand a voicemail to call back.
Now I am looking at getting a lawyer to help because I don't want this problem to continue to happen in my community. This bank needs to take responsibility for not properly checking the ID of the person who accessed my account, and I want them to return the money that was taken.
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| 08/25/2022 |
Yes |
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- Trouble during payment process
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Web |
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I am currently past due on my mortgage for nearly 56 months. I have made several requests for assistance with the morgage Servicer ( Citizans Bank ). However, they prolong the timeing and date and actively ignore requests for assistance. Pushing my past due balance further along and forcing my hand in opening new requests for assistance.
Since XXXX of XXXX. I have been past due on my mortage. In XXXX of XXXX I filed for XXXX XXXXXXXX bankruptcy protection. From the previously service ( Franklin American ). As I had lost my job. I was rehired by my same job for a different store. Making signifanctly less money. I made several payments at the end of XXXX towards my mortgage. However, I have not been able to find where those payments were applied.
In late XXXX, early XXXX Franklin American was transferred to Citizens One Home Loans. I was sent paperwork on how to log in online. However, it would never allow me to log on because my account was past due. In late XXXX. I was finally given information about XXXX. I made a request for assistance at that time to get back on track with my loan. However, I was offered a forbearance plan for 6 months. At the beginning of XXXX I was switched in my job role to help make more money. However, I was that turned into switching to another store. By late XXXX. I was placed back at my original job making the same money as previous to XXXX. However in early XXXX. I was laid off due to covid. By late XXXX I was rehired and put into a better paying position. I have been in this role since XXXX of XXXX. I have made requests for assistance in XX/XX/XXXX through XXXX Sent over all requested documents and the request went unanswered. I again placed a request for assistance in early XXXX and sent over all requested docs. I can send over screen shots of all uploaded documents including the request for mortgage assistance from that time frame.
Instead of being reviewed for any type of assistance. I was placed into a covid forbearance for 6 months. This brought me to XX/XX/XXXX. At which time I made another request for assistance to help with the mounting past due balance of nearly {$70000.00}. Again this went un reviewed. It was at this point I made an initial CFPB complaint stating that all my requests for assistance were in fact never made. This is false. Citizens Bank provides a website XXXX. To make request and upload files. I have screen shots of every time I submitted a request and the applicable documentation that I submitted on those dates.
In XXXX of XXXX. I made another request for assistance. This time not only through XXXX. But also by fax, as well as through email. Finally, this information was being reviewed. By mid XXXX. I was advised that I couldnt be offered assistance because I had 2 liens on my title. Showing un paid judgements. This was a surprise to me because I had never recieved a judgement for any amount. After 2-3 weeks of asking for more information. I was advised of two judgements from XXXX. Nearly 3 years before I ever owned the property. I looked into these and found that they had indeed been paid back in XX/XX/XXXX, and XXXX of XXXX. Well before I even purchased the home. I supplied a copy of a title report and evidence that these judgements were in fact paid. I was advised to wait a week while it was further reviewed. I called weekly to check on the status of this request for 2 months. I was always told to just wait another week. Finally in XXXX of XXXX I logged into the XXXX to check on the status of this request. And it simply stated that no request for assistance currently exsists and they only had a dated request.
In XXXX of XXXX. I again made a request for assistance as my oringal request from XXXX seemingly had gone away. This time I sent all the original judgements pay notices, a title report, and all applicable documentation up front. I was advised in mid XXXX all requested documents have been recieved and the request is being processed. In XX/XX/XXXX. I was advised that Citizens in waiting on documentation from a 3rd party to further the request ( I assume a title report ). Come XXXX. I still had not recieved any information.
I just call on XX/XX/XXXX at XXXX to check on the status of my request and they are stating they are still waiting on a title report. I checked on XXXX and again it states there is no current request to review account.
I feel citizens has shown a pattern of not taking requests seriously. Each and everytime I call for information. I am told to wait a week, wait a week. I ask for calls back from managers to get better clarification on the issues, and I never recieve a call. I can understand the issues at hand of dealing with excesive requests. However, I have been trying to handle this nearly 5 years now and am being told that no requests have been recieved when they clearly were sent. Being told to consistently wait after already proving on several occassions that the only hold of they had ( liens on title ) had already been resolved. In fact resolved before I had ever even bought the home.
|
| 11/25/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX submitted https//complaint.consumerfinance.govXXXX ID For 12th Complaint Sent To Citizens Bank XXXX The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX and XXXX XXXX , XXXX.
XXXX, XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO RBS Citizens Financial Group XXXX XXXX XXXX XXXX, Rhode Island XXXX ( XXXX ) XXXX XXXX The Honorable XXXX XXXX XX/XX/XXXX email to https//complaint.consumerfinance.govXXXX CEO XXXX XXXX XXXX, XX/XX/XXXX email to XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complanit Number XXXX Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 12th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 12th Citizens Bank Complaint is addressed in a statement.
Please discover I am truly deeply grateful to you for your important priceless attention. I deeply look forward to discovering your Complaints determinations. If you XXXX have any questions I can answer for you during your deliberations, please dont hesitate to call me at ( XXXX ) XXXX XXXX or email me XXXX.
XXXX XXXX, Citizens Bank Vice President & Operations Manager with support by Citizens Bank Consumer Finance staff XXXX XXXX XX/XX/XXXX 12th Complaint Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Has Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR PAYING THE XX/XX/XXXX {$1200.00} AUTOPAY ON TIME. Moreover, XXXX XXXX XX/XX/XXXX addition to her XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX.
IMPORTANT POINT : THE HONORABLE DOCTOR XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE TO PAY THE LATE CHARGES CITIZENS BANK HAS BILLED XXXX XXXX AND XXXX XXXX XXXX FOR & AT TIMES BILLING LATE CHARGES WHEN XXXX XXXX PAID THE {$1200.00} AUTOPAY ON TIME!!!!!!!!
XXXX XXXX freely believes the Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX with support by Citizens Bank Consumer Finance staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX {$1200.00} autopay charging a Late Charge Assessed of $ XXXXon XX/XX/XXXX and a Past Due Payment of {$290.00} on the Citizens Bank Home Equity Loan XXXX Statement dated XX/XX/XXXX.
Please find documentation for XXXX XXXX XX/XX/XXXX 12th Complanit : XX/XX/XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$7600.00} [ {$1200.00} + {$290.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}.
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$290.00} + Past Due Payment {$6100.00} = Total Amount Due {$7600.00}.
Amount Past Due {$6100.00} + Late Charges Due {$290.00} = Total Amount Due {$7600.00}.
XX/XX/XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX.
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE XXXX LATE CHARGES DUE {$330.00} TOTAL AMOUNT PAST DUE {$6400.00} XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank Home Equity Loan Department Have Freely violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK CONSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE DOCTOR XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX & XXXX XXXX XXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY PENNY OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX.
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 12th Complaint. I await your replies.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX
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| 07/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I began the application and loan underwriting process on Friday XX/XX/XXXX. I met with XXXX XXXX, the mortgage agent out of XXXX, Delaware Citizen Bank division, for Citizens Bank XXXX XXXX.
I inquired for a refinance loan and explained I had a quote for an addition. We reviewed my equity and determined a refinance with construction loan was the most viable option for me. I explained I wanted a fixed rate and since a 20 year loan was not an option at their organization I would stick with 30 year and pay extra. The 15 yr rate was to high of payment for me.
He had disclosures populated to me in an online system and upon reviewing the documents he provided a variable rate loan that could umbrella versus the fixed and thank god I caught it. Upon playing phone tag for a week, he apologized and resent the documents.
His admin XXXX began collecting documents from me via email as their office was closed with COVID. During our exchanges, I asked about the disbursement document of the funds and if I was suppose to fill out. She stated the builder would and then I would need to sign. I received the doc ( which I can provide the email for upon request ) in an email with NO PASSWORD PROTECTION OR SAFETY SITE and it included my builders routing number, checking account number and bank information. I work for a financial institution and can not believe that they shared Consumer PI in this manner.
Upon collection of all my docs and it being sent to underwriting time passed as anticipated. Then, the appraisal came in and XXXX explained I could not get the entire roof replaced ( separate quote ) of XXXX in addition to my XXXX quote for the addition of a bathroom, bedroom and closet. I then explained to remove that and rerun the numbers without the XXXX and just the construction total to XXXX. He did and provided the new numbers and explained I would not need any money for settlement. He sent back to underwriter and processor and then NOTHING AND NOTHING. He would not return my calls, and I called the XXXX, DE branch to file a complaint. They spoke to him and he miraculously called back.
Then the processor from VA ( XXXX XXXX ) began working with me after I requested contact due to lack of contact from Mr. XXXX. She began updating me and requesting additional docs the underwriter wanted clarity on after my conditional approval XX/XX/XXXX. I provided all information within less than 24 hours. I was told on XX/XX/XXXX there was presumed no issues from my responses. Then on XX/XX/XXXX I was told that with COVID there was more requirements of " liquid assets '' and I needed a " gift ''. I questioned this based on the requirements of " liquid assets '' Mr. XXXX provided me in XXXX which was 10 % of the construction and 3 months of mortgage payments. I had that alone in my savings, not including my 401k and IRA. Mrs. XXXX said she would review with the underwriter again. I emailed every day, and Mr. XXXX was cc 'd on every email and never called me to help EVER. He misled me, disclosed in accurate content and from my perspective broke UDAAP. I also found out much later, the rate he quoted was for auto withdraw as he stated but he never told me I needed a Citizen Bank account. I found that out from his admin.
I then email the group again and Mrs. XXXX explains they dont get my voicemails because they are not in office full time yet and she gets lost in email. So on XX/XX/XXXX she called requesting docs I already submitted. I instructed her I had her reply receipt that she got the doc and she realized she marked it read and never read it.
I then push again that the " liquid assets '' requirement does not make sense and she reviews my loan doc and determine Mr. XXXX never updated my paperwork to remove the XXXX that the appraisal could not support. Therefore, when he made the document correct I was within the requirement and needed NO ADDITIONAL MONEY for liquid assets and could proceed to close. I called the branch again to file a complaint with Mr. XXXX boss to explain how he cost me weeks in approvals due to paperwork being incorrect. The branch manager stated she would have his boss call me ; never happened. Mr. XXXX tried to call and apologize for just forgetting about me but I didn't want to hear it, I wanted to speak to management and got nothing. I asked around the area and was told Mr. XXXX is on verge of retirement and has received complaint before.
I was then told XX/XX/XXXX I needed to sign PMI disclosure and disclosure that must be received 72 hours prior to closing and XX/XX/XXXX was possible settlement date. That came and past and then it was my insurance binder needed to be more. I worked on obtaining that and due to a missing, and a XXXX in address instead of XXXX I was not allowed to receive a settlement schedule. I understand the binder needs to be updated but that can be done quickly but you cant schedule the settlement with closing agent so I can get on books? This has been the worst process ever. I would NEVER recommend this organization!!!!!!!!!!
|
| 04/03/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
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|
Web |
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Dear Ombudsmen, I wanted to thank you for helping resolve an issue with XXXX where they had made an error.
Regretfully, I approach you again with an error. This time caused by Citizen 's Bank.
My Father XXXX XXXX within 10 weeks due to XXXX XXXX XXXX XXXX, his story made the news ( see link below ). https : XXXX I was awarded {$2000.00} in death benefits as his beneficiary. This was mailed to me and I physically went to deposit the cheque at Citizen 's bank via their drive thru service. The teller handed me a receipt confirming the {$2000.00} USD deposit had been completed. It would take 24 hours for the funds to be settled/verified. No problem. I kept my slip and awaited the usual processing.
The following day I awake to find the funds have settled and are available. I put aside some in my savings account and had alloted funds available in my checking account, where i was going to purchase diapers for my XXXX and pay a few bills.
When I finally get time to try to make my purchases, i am told my card is declined. I tried a second time, thinking it was an error. No, declined again.
I quickly log into my Citizen 's bank to find I had been deducted {$660.00} AND was minus {$55.00} overdrawn into the red. I also got a {$37.00} fee for being overdrawn.
i immediately got on the phone with Citizen 's bank ( which took hours ) and XXXX, their agent was a real delight. She couldn't understand why only this time the bank made the error ( despite the bank receipt even stating US dollar for the {$2000.00} cheque ) but she did reverse the {$37.00} fee imposed by the bank for drawing into my overdraft.
She assured me the supervisor would call me by the end of the day, at worst I'd hear back on saturday - guaranteed. I waited, and never had a call back.
On monday I called again, waiting another 2 hours to get a hold of someone. I had to repeat the whole situation and even go through the pain staking reexplanation of my father 's death as to why I had the funds as a foreign cheque written out for US dollar payout and mailed to me at my residence in XXXX, NY.
The agent was kind, but was limited to their ability on reversing the error, as it was up to a supervisor/manager to reverse. They checked but all managers were occupied and I was told I would receive a call again by end of day, or as soon as a couple hours. Never heard back.
Along came tuesday. I called and waited 2 hours AGAIN. Unfortunately the representative I had this time was rather abrasive and was quite apparently not having a good day. He asked me to repeat my entire card number over the phone ( no other agents ever have, and its entered into the phone system when you first call in, before being placed on hold ).
I explained I had called several times already and required a manager for the bank error. He then had me explain to him the entire situation, again. Despite being unable to help any way. He began saying I didnt wait 24 hours and thats when managers do call backs. I politely informed him I had been waiting since Friday and it was much more than 24hrs.
He proceeded to interrupt me and said he would try to reach a manager by putting me on hold. I was placed on hold by him for a lengthy period of time and he came back, only to hang up on me. Which I screenshotted on my phone.
I was in the process of beginning to redial but received a text from my grandmother that she required to be taken to the emergency room at the local hospital and needed me to take her. She had a XXXX almost 2 weeks ago and lives alone, she's XXXX. She has had nurses coming by a couple times a week for wellness check and the nurse insisted she must go to the hospital.
I was forced to call it a day in terms of my almost week long ordeal with citizen bank 's error. Plus almost 4 hours of being on hold and run in circles. I packed up my XXXX year old and XXXX XXXX XXXX XXXX and rushed to Grandma 's residence to take her to the hospital.
I would just like the funds due to me, to be reversed. It isn't okay for them to brush me off regarding my funds and their error. Especially during this global crisis when people need access to their rightful funds.
I will be changing banks after this js resolved. As I have always been a phenomenal client of the bank, for years. And even their agent XXXX stated she's only seen one other account that was so well maintained and managed. She asked what my secret was.
I would like to thank you for reading my submission regarding this horrendous ordeal and error.
I have also submitted my call log, showing time spent on the phone with the bank ( XXXX was the most helpful and spent about 30 minutes with me trying to help. The others spent at most, 5 minutes ). I have submitted a photo of the teller slip/receipt showing the funds were to be US dollar and the caption of my grandma 's text and photo she sent from the hospital.
Last note to add, it is now Friday, XX/XX/2020 and I still haven't gotten the promised call, nor my funds. I look forward to your help. Thank You.
|
| 06/09/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
Older American, Servicemember |
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Auto loan for XXXX XXXX XXXX via XXXX XXXX in XXXX, PA. Loan thru either Citizens Auto Finance XXXX XXXX , XXXX , RI XXXX / # XXXX with partial acct number number XXXX ( per XXXX report dated XX/XX/XXXX ) and/or Citizens One Auto Finance ( via XX/XX/XXXX XXXX XXXX report reflecting " Auto Loan '' paid but no account number shown except XXXX? XXXX sticker not displayed on vehicle ; instead one made up by XXXX on dealer lot ; manufacturer 's sticker never sat right with me ; didnt seem to fit truck. my assumption was true. trade in at XXXX, XXXX, PA in XX/XX/XXXX, I was told I had a XXXX not the higher end model I paid top dollars for along with Ext warranty insurance with the actual contract never received by me despite repeated requests to dealer & finance company. cost of warranty insurance plus parts I paid for that dealer failed to tell me they took off once in their possession were all incorporated into a bank loan I saw as Citizens Bank! State of NJ DMV from call last week has no record of me owning truck? XXXX against my request had registration sent to my address on NJ license knowing XXXX was involved. Ex has manipulated all cars I bought and paid for to his name only ; fact I learned during divorce discovery via XXXX XXXX. I was subsequently dropped by XXXX XXXX even though I then called in insurance fraud committed by ex via internet w/o my knowledge. He misclassified all vehicles. All I know is I was dropped and I " thought '' I did everything by the books. I have accumulated much info on how this all occurred but have no way to insure 100 % accurate and law enforcement is only an option for him since again w/o my knowledge he purposely set out to cause irrevocable defamation of character so severe against me that no state agency or even prosecutor office will listen to me. FYI, first ex was a XXXX & has been in auto industry 30+ years who I introduced ex to. Upon discovering that a XXXX XXXX I bought with first ex 's help prior to marriage & also registered to second spouse, I called him on it. A man who had kept friendly contact thru-out many years never called me again except for one week shy of me having to return a leased marital asset ( an XXXX given to me in XX/XX/XXXXwhere in XXXX 's XXXX, NJ location, I was presented with that car as a gift from spouse with my every right to walk away from that marriage with that XXXX but no one supported me. It appears from the registration cards I have on the various vehicles, all originated in PA ; the State where first ex works out of. I have all check stubs ( when banks used to provide them ) check stub endorsements tell much. Realize I went on tangent but since the XXXX XXXX & DMV both point to my ex as the owner of cars I paid for in every area while he had a company truck run thru his company which did not cost him a cent, i nelieve this information to be significant. Ex went online with XXXX XXXX ( my insurance carrier since XXXX ) for the purpose of making online changes to our homeowners and car insurance and made it appear as if originating from me. XXXX XXXX dropped me w/o the courtesy of giving me a chance to show I was being discriminated against. At that time, I had no idea what I now know and it truly is a terrible feeling to be looked upon & stand falsely accused of deeds I had no knowledge of. My credit history supplied via XXXX XXXX reflects what a con artist is capable of doing with the right knowledge and wherewithall. This complaint is multifaceted and does n't all fall under the CPFB but you have my okay to pass on info to any relevant entity for investigation. I suffered severe hardships and discrimination as a result of my former partner. I have a bill from ex 's it guy to former spouse billing him for installing a portal from my home computer to ex 's business computer. The XXXX registered to him caused me to incur a serious pullover with a police report noting wrong silver v. Black as the XXXX color? I ran a XXXX and it stated Silver yet other entities show black. Why and how police generated a ticket to me with my mother 's PA residence on it v the NJ address on a license I gave them is a mystery to me. Fraudelent business practices conducted by dealer by issuing under loan w/Ext warranty insurance ; neither dealer, insurance carrier nor Citizens would send copy of policy despite numerous requests. Upon trade in, advised I overpaid XXXX. I now know XXXX, dealer who took XXXX as trade in did almost exact scenario via XXXX XXXX XXXX XXXX ; a bank I just visited who said their hands r tied on dealer loans. XXXX also confirmed NJ had no knowledge I was owner of that XXXX. In addition as far as Citizens loan, dealer incorporated parts I ordered which I learned a year later after finally receiving a XXXX I never stopped asking for, that dealer took off the very parts I paid and requested. I allege extended warranty insurance included in auto loan was never actually in place. Numerous calls to dealer and Citizens Auto Finance for insurance policy were ignored by all.
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| 05/18/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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We settled on a construction to permanent residence loan with Citizens Bank on XX/XX/XXXX with a 12 month construction period.
Even before settlement we were diligent in starting the processes that are needed to get construction underway. We signed a construction contract with XXXX XXXX XXXX on XX/XX/XXXX and hired an engineering firm, XXXX XXXX, on XX/XX/XXXX to assist with all aspects of site engineering in preparation for permitting and construction.
Due to the Covid-19 pandemic, we encountered delays in all aspects of the project. This included limited hours at county and township offices, understaffed third party entities, and delays in receiving communications from Citizens Bank. Despite these delays, we continued to move forward at a consistent pace in an effort to complete the construction of our new home as laid out by the attached timeline.
On XX/XX/XXXX we received a letter dated XX/XX/XXXX from Citizens Bank warning that we were approaching the construction completion date of XX/XX/XXXX. The letter stated the following : " lf the construction and full disbursement can not be completed by the completion date, then the completion date of your construction loan must be extended ( subject to approval ).
Please be advised of following : 1. We will not make any further disbursements to you or your builder after XXXX XXXX unless the Completion Date has been extended, 2. ln order to extend the Completion Date your request must be approved and you will be required to execute an Extension Modification Agreement and pay an extension fee, 3. The required extension fee will be {$930.00} per month.
To request an extension of the Completion Date, please call our XXXX XXXX XXXX Department at XXXX, no later than 45 days before your Completion Date. '' We made a call to the number above on the following dates without a return phone call : - XX/XX/XXXX and left a message.
- Twice on XX/XX/XXXX and left a message with each call.
- Once on XX/XX/XXXX and left a message.
- Once on XX/XX/XXXX and left a message.
- Three times on XX/XX/XXXX, and left a message with each call.
We finally receive a message from a loan officer through Citizens ' construction management website asking us our response the XX/XX/XXXX letter. We responded and were asked to provide a timeline of events for their reference to consider a loan extension for our project. After consulting with our builder, engineers, and third party assistance we provided Citizens Bank with the timeline of events on XX/XX/XXXX.
We did not hear from Citizens bank until XX/XX/XXXX after We reached out via email requesting an update on the decision regarding the approval of the loan extension. We received a call from another loan officer asking us to refinance the loan and start the process over. The loan officer stated that we would be responsible for closing costs and would be subject to a full credit check as well. We were not happy with this option and asked when we would hear about the decision on the loan extension. He stated that the extension was no longer an option. On XX/XX/XXXX we received an email with an attached letter stating the following : " I wanted to get back to you, to follow up our call. I heard back from the Construction Manager assigned to your file, in regards to the fees for the refinance option, and our conversation. The only credit that we will be given is a {$1000.00} credit given for inspection fees that were already given. The refinance would have the other costs associated with the transaction that are required lender, title, appraisal, etc ... ..
From my conversation with the manager, at this time, there are 3 options : - Go into default and subsequent foreclosure because he has not met the terms of the loan - Refinance the loan internally - Pay Citizens off with an external refinance, or outside funds '' There is no mention of the loan extension and this timeline would leave us about 3 weeks to refinance the loan make settlement. To find another lender that could settle in 3 weeks is impossible and to threaten us with foreclosure is absurd, since we have met all of our financial obligations. With the global pandemic and our diligence, would it be so hard to grant us a loan extension? Especially since we requested the extension before the 45 day deadline from the loan maturity date and continue to wait on permitting from the county and township.
Lastly, the loan officers with which we had verbal conversations were unsympathetic, nasty, and could care less about our situation. They would raise their voices and and state that they could do nothing to help because " the board '' made the decision. When we asked if we could speak to a superior or a " board member '', we were told there is nothing that they could do. This has been one of the most disrespectful and disgusting transactions we have ever experienced and Citizens Bank is clearly not interested in customer service.
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| 03/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Fees or interest
- Unexpected increase in interest rate
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Web |
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Dear CFPB, Thank you in advance for any assistance you may provide in connection with a recent increase of XXXX XXXX in my interest rate on a credit card held by Citizens One Card Services.
I have been a customer with Citizens One and its predecessor, Royal Bank of Scotland ( RBS ), since XXXX, or for XXXX years. I am low- to moderate-income. A credit card I have held with Citizens One is now in collection, and is not active as a means to make purchases but is a debt that I am repaying each month on time.
I received a paper statement in the mail in XX/XX/XXXX, on which I saw that a fixed interest rate of 9.74 % that I had enjoyed since XX/XX/XXXX was suddenly increased to 13.74 %, i.e., it XXXX by 41 % in one month. I called Citizens One on XXXX XX/XX/XXXX to ask why my fixed interest was suddenly increased after 13 years, and was put on hold and made to wait forty-five minutes, after which the company hung up, abruptly ending the call. I believe the service representative I spoke with on my first call was XXXX XXXX, who was cordial and who transferred my call, only to have it disconnected after a 45-minute wait.
I called back the following day, when I spoke with XXXX XXXX with Customer Service. XXXX was cordial but not very knowledgeable. He claimed my account was under a variable rate and always had been. Since that was not the case, I asked to speak with someone more senior than him who might better understand my account, its history, and the sudden change in terms.
XXXX transferred me to a Supervisor named XXXX. When I spoke with XXXX, he sounded a little more qualified but, like XXXX, did not have access to ( or a full understanding of ) the history of my account. For instance, XXXX did not know that I had been a customer with RBS before RBS sold its credit card division to Citizens One. Like XXXX, XXXX insisted that my account was under a variable interest rate and always had been. XXXX was able to tell me when Citizens One changed the terms on my account : XXXX XX/XX/XXXX. He said on that date Citizens One announced that it would be switching its interest calculations on my account from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX to the US Prime Rate, which had undergone five ( 5 ) increases in XXXX and one so far in XXXX.
Puzzled at the claims by both XXXX and XXXX that my credit card had always been under a variable rate, I told them that if my card had been under a variable rate, surely the interest rate, even if calculated under XXXX, would have changed between XX/XX/XXXX and XX/XX/XXXX, which it did not. I explained to XXXX that the reason I had a fixed rate was because I was offered a fixed rate by RBS in XXXX as an inducement for me to transfer balances to them, so they could earn my business. As always, I have punctually and faithfully repaid loans, and believe I was offered a fixed rate of interest in XXXX by RBS in recognition of my credit history and long standing with them at that time.
In finishing our call, and with perhaps new information he was receiving from other colleagues at Citizens One through automated screens and scripts he was reading, XXXX stated that when Citizens One bought my account from RBS it retained the right to change the terms of the consumer credit loans it assumed from RBS at any time. I thanked XXXX for his help, but told him I was disturbed by the sudden change in my fixed interest rate and that I would like for Citizens One to return my interest rate immediately to the fixed 9.74 % it had been since XX/XX/XXXX. XXXX agreed to refer my concern and request to a Research Supervisor.
I was called the following week by XXXX, who, like XXXX and XXXX, maintained that my previously fixed rate was now variable, and was being calculated based on the US Prime Rate of Interest, not XXXX, as was the case when I first agreed to borrow from RBS. I complained to XXXX of the poor treatment I was receiving as a loyal customer and of the company 's tactics of reneging on terms it originally agreed to, especially given that at no time had I ceased making payments and that under its current loan it was earning a solid 9.74 %. I complained that Citizens One seemed to place profits over people, even over its oldest and most loyal customers. I likened Citizens One to XXXX XXXX and to XXXX XXXX, two companies in the news in recent years over business practices that cheated or harmed their customers in the pursuit of higher profits. I called XXXX back the following day to request a copy of my original loan agreement from XXXX as well as a copy of a letter XXXX claimed Citizens One had mailed to me in summer XXXX announcing that they would be changing the terms of their loan with me. XXXX agreed to mail those documents to me, but I have never received them.
This changing of my fixed interest rate of 9.74 % to a variable rate, currently at 13.74 %, without my consent seems illegal and unfair and should not be allowed to stand.
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| 01/30/2019 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received an escrow check in the amount of $ XXXX. I am not sure about the change amount. I immediately contacted XXXX XXXX XXXX, because I was confused because I had not been in my home for 12 months in XXXX and I knew that I should have a balance. At this point on XX/XX/XXXX, I called XXXX XXXX XXXX, and I explained my escrow refund could not be correct. I asked can I please bring the check to my local tax authorities and I was told that I did not need to. On XX/XX/XXXX I received a certified letter from my local tax authorizes saying that my taxes were not paid. I again contacted XXXX XXXX XXXX, because I am aware that I am paying escrow and, because my loan is escrowed, the servicer ( on behalf of the lender or subsequent owner of the loan ) has a duty to make timely escrow disbursements under federal mortgage servicing law.If the servicer fails to make the insurance or tax payment, and i know i should send the servicer a notice of error. so I did. I offered to pay the past due taxes, because of the error in the Escrow check that was issued to me prior, I was then told, that I do not have to pay anything because they made the error and they would fix it all. I then explained I do not need the stress of my home being up for unpaid tax sales, and again the rep explained that since I faxed over the correct parcel number, that they will have my taxes paid and this error fixed and I will not have to worry about any unpaid tax issues. The rep that I spoke with then realized that the mortgage company made an error on my closing and my parcel number was incorrect. That said this would be fixed. I had to fax a letter to them from my local tax authorities to verify the correct parcel number. XX/XX/XXXX comes, and I received another certified letter. At this point, I'm nervous so I just paid it. XX/XX/XXXX comes and I get a certified letter informing me that my home has been sold for unpaid taxes and I could redeem my home once I paid the taxes within the correct time. I reached out to my mortgage company on XX/XX/XXXX and explained the error. The reps said they would fix it and they would give me a call back on XX/XX/XXXX just for an update. I explained on XX/XX/XXXX i do not want them taking my current escrow money to cover the error that they had made, because i made multiple attempts to rectify it, and the company did not keep their word or hold up their end of the bargain. On XX/XX/XXXX, I got a call back, and I was promised an updated by Monday XX/XX/XXXX. On XX/XX/XXXX no one contacted me. I waited XXXX week and 1 day from XXXX XX/XX/XXXX dispute and contacted the company on Friday XX/XX/XXXX, at the tax department, and I the rep for the company told me she could not help me. On XX/XX/XXXX more than 30 days from my original dispute, I finally got a call and voice message from XXXX in XXXX XXXX at XXXX XXXX XXXX who was working with XXXX XXXX. At That time when I spoke to her I explained that the undo stressed caused me XXXX XXXX XXXX, XXXX, XXXX, and I was XXXX XXXX. I explained to her that the XXXX of not knowing for long, especially trying to figure out what is going on with my house, is driving me XXXX. I then verbalized again, that I do not want them to take my current escrow money and pay last years due to them making the error because it will make my mortgage go up. XXXX acted like she understood, but i found out later that the company took my current escrow money and paid the past due error that they made, and now i am short on my current escrow balance and my monthly mortgage notes are going up due to no fault of mine. This was after I made multiple attempts to identify and get assistants it and the company doing nothing. In XXXX I received an apology letter from XXXX on behalf of XXXX XXXX XXXX saying the company apologizes and they made an error and offering me a {$50.00} gift card, that was not even in the envelope. I received a {$150.00} check on the principle balance of what parish/county takes that did not include the fines I paid also. Initially I only wanted the $ XXXX paid from the company for the error, but with the large amount of undue stress, hospitalization, and multiple times I have spoke with this company to get them to correct this error, given more then 30 days from the initial date that I received a certified letter saying my taxes were not paid on XX/XX/XXXX, then I honestly feel like they should be much more responsible. I became so sick i could not pay my bills, because i had to pay deductibles, i became hospitalized, and i am now finally catching back up on my bills since XX/XX/XXXX. I have had to get on programs with my other companies to stay afloat and watch my own personal credit score go down, because i spent so much money that would go to bill in deductibles and medicines, maxing out my credit cards for travel to doctors, and now long term treatment.
|
| 03/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I signed a loan modification with the bank on XX/XX/XXXX under the COVID Disaster Relief Program and XXXX XXXX XXXX Modification Program. Under RESPA the bank was required to perform an Escrow Analysis and present it to me prior to me accepting their Payment Deferral plan. This never happened. Also in the past 30 days and nearly seven months after my loan was modified the bank for the first time alerted me of an alleged {$14000.00} escrow shortage in my account and without my consent " automatically '' spread it over 12 months which resulted in an increase to my mortgage payment of approximately 50 % in violation of the terms of the loan agreement and Federal law ( without borrower consent any shortage must be spread over 60 months, see XXXX XXXX bulletin below ). I can not afford the new payments.
I have attached two files. The first is a letter I received " Escrow Account Disclosure Statement '' dated XX/XX/XXXX notifying me for the first time of the alleged deficiency of {$14.00}, XXXX. The second page shows how the amount was calculated and shows a " beginning balance '' in XX/XX/XXXX of $ XXXX, which the bank never informed me about prior to presenting me with the COVID-19 Payment Deferral Plan and was required to amortize into my new loan mod payment, or at a minimum, spread over 60 payments which the bank never did ( " [ e ] scrow shortages resulting from Escrow analyses performed as part of evaluation for a Flex Modification must also be spread over 60 equal monthly payments. '' ) Also the future analysis section incorrectly includes a cost for " Property Insurance '' which is paid by me directly. The second letter is the bank notifying me that I am in " default '' of the terms of the mortgage and threatening acceleration and foreclosure action. FHFA states " [ t ] he Servicer may not accelerate or compress the remaining Escrow shortage amount into a new Escrow payment or shorter repayment period as a result of a future Escrow analysis, '' which is exactly what the bank did here by rolling over my alleged XXXX escrow shortage into XXXX. The bank sending these letters to me was unlawful because it is in default of RESPA and the express terms of my flex modification.
-- -- -- -- Bulletin XXXX Servicing Issued XX/XX/XXXX ESCROW SHORTAGE FOR COVID-19 AND DISASTER PAYMENT DEFERRALS AND FLEX MODIFICATIONS Effective XX/XX/XXXX, but Servicers are encouraged to implement the new escrow shortage requirements immediately.
At the direction of FHFA, and in coordination with Fannie Mae, effective XX/XX/XXXX, when evaluating a Borrower for either a COVID-19 or Disaster Payment Deferral, Servicers must perform an Escrow analysis in accordance with the Real Estate Settlement Procedures Act ( RESPA ) and any applicable federal, State, XXXX local law.
If the Servicer determines that there is an Escrow shortage, the Servicer must disclose the amount of the shortage to the Borrower before the Borrower accepts the Payment Deferral. If the Borrower is unable to pay the Escrow shortage as a lump sum, then the Borrower must pay the shortage as part of the monthly principal, interest, taxes and insurance ( PITI ) payment. If the Borrower must make monthly Escrow shortage payments, then the Servicer must : Spread the repayment of the Escrow shortage amount in equal monthly payments over a period of 60 months, unless the Borrower chooses to pay off the shortage over a shorter timeframe, not to be less than 12 months Take into account any remaining unpaid amount of the Escrow shortage in any subsequent Escrow analysis to ensure that the Borrower is able to continue to pay all Escrow shortage amounts over the remaining portion of either the current remaining Escrow shortage repayment period or a period up to 60 months. The Servicer may not accelerate or compress the remaining Escrow shortage amount into a new Escrow payment or shorter repayment period as a result of a future Escrow analysis.
If the Borrower is unable to afford a COVID-19 Payment Deferral or Disaster Payment deferral based on the increased monthly payment resulting from an Escrow shortage repayment, the Servicer must evaluate the Borrower for a Flex Modification.
Any Escrow account shortage that is identified at the time of the Payment Deferral must not be capitalized and the Servicer is not required to fund any existing Escrow account shortage.
Additionally, the COVID 19 Payment Deferral and Disaster Payment Deferral Agreements ( see Attachment A and Attachment B to this Bulletin in the dropdown above ) have been updated to reflect this change.
Flex Modification Escrow shortages resulting from Escrow analyses performed as part of evaluation for a Flex Modification must also be spread over 60 equal monthly payments. A Borrower may pay the shortage off in a lump sum or may choose a shorter repayment period, not to be less than 12 months.
|
| 03/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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|
I am filing a complaint against Citizens, the home loan company located in XXXX XXXX, VA. My complaint is for usury, or effective usury. I am also complaining about Citizen 's failure to communicate, and deception in their communications.
Citizens has charged me {$3300.00} in late fees on a total shortage amount of {$6.00} which they failed to accurately notify me over a period of 13 months. These fees are irrational, unreasonable and construe usury. Further, I never got a notice, letter, phone call, nor secure message on Citizens.com to let me know I partially late ( for {$0.00} ) on a payment. Meanwhile Citizens has been charging me {$260.00} each month since XX/XX/XXXX for the short XXXX cents on each months payment.
Further Citizens provided intentionally misleading accounting statements showing credit and made no valid attempt to contact me to let me know I was being charged these exorbitant fees.
Lastly, I have been trying to resolve this situation with Citizens since the beginning of the year. Every time I call I am put on hold for hours, and sometimes I am not even given an option of waiting. They will call me back which is a period of more than 5 days.
I have had a mortgage with Citizens since XX/XX/XXXX. From XX/XX/XXXX to XX/XX/XXXX I made an overpayment each month. Then due to a change in circumstances, in XX/XX/XXXX, I reduced my payment to the minimum payment. My monthly payment is {$5200.00}, however I reduced inadvertently to {$5200.00} because rounding on my computer was showing me just {$5200.00}. I would also like to note that, importantly, the payment of {$5200.00} was made on time, every time by automatic bill pay. It was never late. Also, I paid the outstanding balance immediately after speaking with the agent. Which basically was all the late fees that had accrued plus the total late amount of {$6.00}.
Because of misleading statements and lack of contact from Citizens, I did not realize I was XXXX cents short on my monthly payment each until I got my tax statement from Citizens for XXXX. This is because Citizen sometimes showed a late fee and sometimes did not. Some months they showed as a fee and some months in parenthesis which implied a credit. I thought they were correcting Citizens own errors with their confusing statement. Each time I I thought they were issuing me a credit. The statement never had a plain XXXX sentence, or any sentence, that said You are {$0.00} late on your payment and therefore we are charging you {$260.00} in late charges. They never sent me a letter notifying me of this continual XXXX cent shortage and the monthly late fees accumulating. They never got in touch with me at all. They said they called me, however they clearly called a number which is answered by a person named XXXX XXXX who is clearly not me. They never followed up with a letter to say we can not reach you.
Further, I look at my account the Citizen website from time to time and the fees were not clearly or correctly identified there either. Citizens shows the late fee in parenthesis which usually refers to a credit, not a charge. Moreover, even on their website they never put a sentence or alert to say ***you have been assessed a late fee. I use their secure messaging platform on their website and they also never sent me a notice on their messaging platform or a letter by mail.
This is all part of Citizens plan to fraudulently make money. They clearly liked collecting {$260.00} each month on the XXXX cents I was short, and is evidence by the misleading way they issue their statements and their lack of valid attempts to reach out to me.
In fact the first time these usury rates were clearly identified was on my XXXX tax statement. I contacted them immediately. Ironically, Citizen apparently waived this fee in XX/XX/XXXX without me even know so it didnt show on my XXXX tax statement. If they had Citizen had not waived the fee for the first month it would have appeared on my XXXX tax statement and I would have noticed this an entire year ago!
After my accountant showed this to me I sent an email thru Citizens.com which no one had responded too. After a week I called the support number and spoke to an agent and a manger who both agreed that the {$3300.00} charged for the aggregate total of {$6.00} of late payments was egregious. They directed me to another team at Citizen ( the Research and Fulfillment Team ) to reach a resolution team for a credit. After several more attempts to reach them, I finally got a notice that they would waive one of the months late fees in the amount of {$260.00}. However, I believe Citizen owes me much more. They should be held to only charge a maximum late fee rate of 25 %, which is the maximum allowable amount in New York.
You should investigate Citizens. Citizens Bank, N.A. ( NMLS ID # XXXX )
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| 05/30/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
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I am writing to file a complaint against Citizens Bank regarding the mishandling of a payment made to XXXX. I am seeking your assistance in resolving this matter thoroughly and ensuring that Citizens Bank takes appropriate action to rectify the situation. A payment of {$1500.00} was sent to XXXX on Friday, XX/XX/XXXX, which coincided with the transition of my account from Investors Bank to Citizens Bank. Although my account balance carried over to Citizens Bank and my account and routing numbers remained the same, XXXX claimed that they did not receive the payment. To address this issue, I reached out to a bank manager at Citizens Bank on XX/XX/XXXX, who assisted in opening a second investigation on my behalf. During this process, it was discovered that the first investigation had been opened incorrectly. The agent responsible for the investigation erroneously indicated that the payment was made via check, and they also recorded the payment amount as {$1500.00} instead of {$1500.00}. Consequently, this misinformation led to the inability to locate the payment. Citizens Bank acknowledged that this error may have occurred because the agent reviewed the overall negative account balance in XXXX rather than focusing on the payment due to XXXX. They further admitted that the transition from Investors Bank has caused difficulties for several customers. I was informed that the second investigation would take approximately 10 business days to conclude, and they are working to ensure that another department within the bank is not holding the funds. Additionally, I was advised to check my mail for any possible checks since my account had been closed, as any payment owed to me would have been sent by mail. Unfortunately, I did not receive any such check, except for a letter dated XX/XX/XXXX, stating that the payment investigation had been completed and no error had occurred. Immediately upon receiving the letter, I contacted Citizens Bank to express my concerns. I inquired whether they thoroughly reviewed my account, considering that I had previously been an Investors Bank customer and had encountered issues in the past due to bankers having difficulty accessing my account or identifying the payment in question during the transition. The agent put me on hold, consulted with a supervisor, and returned to inform me that the investigation was still ongoing. I raised the issue of receiving the closure letter and expressed my confusion regarding the contradictory information. The agent explained that the letter had been sent in error and assured me that a new letter, dated XX/XX/XXXX, should have been dispatched, indicating that the investigation was still pending. However, despite diligently checking my mailbox, I have not received any such correspondence.
Following the agent 's advice, I promptly contacted Citizens Bank the next business day, only to be informed that they were in communication with Investors Bank, the debiting bank, in an attempt to recover the funds. They mentioned conducting follow-ups every 10 business days and indicated that after the third follow-up, a violation report would be filed, typically prompting a response. Given that my negative balance was carried over to Citizens Bank and I have since arranged direct deposits to Citizens Bank to cover this discrepancy, I strongly believe that Citizens Bank should assume responsibility for resolving this matter. Respectfully, this matter has been ongoing since XXXX and has had severe consequences, including a negative remark on my credit report with XXXX, a loss of trust as a customer, and significant personal distress. I believe that if I had encountered a similar issue with XXXX XXXX, it would have been resolved swiftly through a reversal claim, allowing me to remake the payment promptly. However, Citizens Bank not only mishandled the situation inaccurately but also claims that a reversal would be challenging due to it being an authorized payment. They are refusing to expedite the resolution, even though my vehicle is under threat of repossession, which would hinder my ability to commute to work. I respectfully assert that Citizens Bank should take responsibility for crediting me and handling any further necessary actions independently, without requiring my involvement. The money has been lost, and it appears as if it has been mishandled or possibly even misappropriated, with Citizens Bank and XXXX continually pointing fingers at each other without reaching a resolution. Despite my efforts to rectify the situation, it remains unresolved, leaving me in a precarious position.
Thank you for your attention to this matter. I look forward to a swift resolution and your assistance in holding Citizens Bank accountable for their mishandling of my payment and the subsequent investigation.
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| 09/29/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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|
Web |
Older American |
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In XXXX of XXXX I took out a Home Equity Line Of Credit at Citizen 's Bank for {$130000.00}.
I was never told by anyone at this bank that the loan would be interest only for the first 10 years. If I was told that upfront then I never would have accepted that loan. I was also told that I had a interest rate of 4.9 %. I was never told it was a variable rate and would go up as the economy got better. My interest rate went as high as 7.25 and I was paying {$920.00} a month interest only. In 10 years of interest only payments I have paid out near {$80000.00} and I still owe the {$130000.00} that I borrowed in XXXX. I live on SSI income of {$1700.00} a month and that is the only income I have as my wife passed away in XXXX. With the monthly payment and my property taxes of {$420.00} that amount takes all of my SSI Income. Now after 10 years of paying all that money in interest charges. Citizens Bank wants me to pay {$1400.00} a month for 15 years plus my property taxes of {$420.00} a month. That is more than I recieve each month from my SSI income and leaves me with no money to pay the rest of my bills. I have tried at least 4 times and pleaded with the bank to refinance for a more affordable monthly payment so I can remain in my home and not have to give it up. Citizens bank keeps turning me down for debt to income ratio. I even begged them to do a 30 year and make the payment around {$650.00} to {$700.00} a month which is what I could afford. The bank tells me that it is out of their guidelines. I was told by a few banks that what they did to me with this loan and by not telling me from the beginning that this was an interest only loan and that pricipal and interest payments would start after 10 years. Citizens Bank has also done this to a few of my friends as well. So it must be a common practice to rip off their clients. I believe someone should look into this and see if what they are doing is illegal. I also found out laterthat this branch of Citizens Bank was a training branch. There was never anyone supervising these loan officers while they were using me as a trainee for this bank was learning the ropes of banking and loans. I am asking you if there is anything that can be done to help keep me in my home until I die. I am too old to move this late in life at almost XXXX years old and I have nowhere to go. I also can't seem to get an answer as to what my mothly mortgage payment is. I talk to so many different people that they have working there. A few of them have told me my mortgage payment is only {$820.00} a month. If that is so then why are they charging me {$1400.00} a month. Because I can't afford this payment the bank has put me in a forbearance plan. After this forebearance plan is up on XX/XX/XXXX. I then have to bay back all the money I did not pay on the loan for a period of 6 months. From XX/XX/XXXX til XX/XX/XXXX. Now they are telling me to try for a refinance or loss mitigation for a loan modification. They have already turned me down numerous times for the same thing. My monthly income has not changed and they keep telling me that my debt to income ratio is out of their guidelines. I am XXXX years old and I have no place to go and no savings in the bank. I already paid to them over {$80000.00} in interest only and I stll owe what I borrowed 10 years ago which is {$130000.00} or more now with interest and forbearance payments being put on the back of the loan. I am asking for you to investigate this bank to see if what they did to me and a few of my friends is even legal. All I wan na do is to be able to stay in my home til I die. I am too old to move all that I have from 45 years of living at my home. If I was told when I was applying for this loan. That it would be an interest only loan at 4.9 % with a variable rate for the first 10 years and still owe what I borrowed 10 years ago. Then when principle and interest kicked in. I would be paying {$1400.00} a month for the loan. I would have walked away and refused the loan. I was under the understanding from the loan officer at the bank that this was a 30 year loan at a 4.99 % interest rate with a payment of {$590.00} a month. The loan officer never gave me any paperwork and I never received any paperwork from Citizens Bank in the mail either. When I went back and asked for paperwork once I saw my loan was going up and my amount I borrowed was staying the same. The Bank told me they would charge me some ridiculous amount since there were so many pages. Even thought it was their fault I never received any loan paperwork from the beginning. I found out later that this bank was the training center. So I was the Guinea pig for these trainees and there was no one there helping them to make sure what they were doing was right.
Thank You, XXXX XXXX XXXX XXXX
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| 12/05/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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I have a HELOC with Citizens Bank. XX/XX/XXXX, my husband ( co-borrower ) got covid at work and has severe complications as a result. He has not been able to work since. He has filed for permanent XXXX because of his inability to return to physical work. Our primary mortgage was put into a forbearance program, but I was able to maintain the payments on the Citizens loan until XX/XX/XXXX. I could no longer do it so I reached out to the bank. The pre-recorded message when you call Citizens states that if you are having difficulty making payments due to covid, arrangements can be made and late payments will not be reported. ( The same was done for us with the main mortgage so I was aware of the process ) I called on XX/XX/XXXX asking for covid hardship assistance. At that time, my loan payment had not been at the 30 day late point so there was no threat to negative reporting on my credit. I was told a packet would be sent to me. When I did not receive it, I called again on XX/XX/XXXX. The hardship packet was not received in the mail until XX/XX/XXXX. I called the bank on XX/XX/XXXX expressing my concern that now the payment would reflect as past due and it would affect our credit score. I spoke to their consumer finance department and filed a dispute with the credit reporting agencies. I completed the hardship packet and mailed it back to them on XX/XX/XXXX.
On XX/XX/XXXX, I called the phone number included in the packet trying to get information concerning the status of my hardship. I was continuously told that the number I was calling was not correct, despite it being the number included in the packet. I was transferred for over 2 hours to various departments and given several numbers but no one could tell me about my loan. I was getting calls from collections department however letting me know that my account was past due, but they could not tell me the status of my covid hardship packet. I thought the program was supposed to protect consumers like me??
I received a letter dated XX/XX/XXXX ( which was not mailed until XX/XX/XXXX ) stating they received my packet and would have to verify it was complete, but never mentioned anything about stopping the negative reporting to the credit agency. I called again the number in the letter and was told i was not in the right department. I gave my loan number and was told they could not help me. I was transferred and transferred with no answers. I received another letter dated XX/XX/XXXX, which was mailed on XX/XX/XXXX, telling me I needed to sign off on a list of authorizations. The same telephone number was listed. I spent all morning on XX/XX/XXXX calling but I got the collections department. Noone at citizens bank will give me any answers.
An email address was included in the letter on XX/XX/XXXX - XXXX so I sent an email on XX/XX/XXXX requesting an update - I still have not heard anything.
I filed disputes with each of the credit agencies. Citizens Bank has done nothing to stop the negative reporting on my HELOC despite my calling on XX/XX/XXXX to request covid hardship assistance. I had to call back again on XX/XX/XXXX because I did not receive any packet in the mail. When I called on XX/XX/XXXX I asked if I could apply over the phone for help because I knew how important it was not to have any negative reporting about mortgage payments- I was told NO.
I continue to try to get information about my loan and how to put it into a forbearance while I can sort out my family 's financial hardship. My husband has a hearing in XXXX concerning his permanent XXXX. He is only XXXX XXXX XXXX and covid literally damaged his XXXX and XXXX to the point of being unable to work. We are doing our best to make our finances strech. I was able to maintain payments from the time he got sick in XX/XX/XXXX until XX/XX/XXXX but when I reached out to Citizens, they literally put the financial well being of my family in serious jeopardy.
as a result, citizens reported the late payments, despite my asking for assistance prior to the late, and despite the pre-recorded message on their call lines. in doing so, me and my husband have delinquincies listed on our credit report. our credit cards and lines of credit have been affected and credit cards that we had significant lines of credit with have just been cut. Citizens Bank is responsible for that. The credit reporing needs to be corrected and only citizens bank can do that.
My husband and I have been long standing customers of Citizens and have made each payment on time. To be treated like this in a time of financial need is just devastating. the impact to my family and the damage its done to the ability to meet our financial needs is great. We need help and citizens bank is just unreachable.
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| 06/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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We were approved for forbearance due to our hardship from Covid-19 as I haven't been working but my husband has. We were originally told that we were supposed to start paying payments again in XX/XX/XXXX I believe but it was offered to us in XX/XX/XXXX to have an extension of our forbearance through XX/XX/XXXX. So we accepted his offer over the phone and we were told at that time that we needed to not do anything and that they would send us documents to sign in XX/XX/XXXX. So we did not pay because we were following the instructions we were given. In XX/XX/XXXX, we realized that our credit score dropped significantly almost XXXX points and then got a letter from an attorney saying that our house was in foreclosure. After many tries I finally got a supervisor to call me back on XXXX named XXXX who told me she was so sorry as Citizens failed to send us a notice that we were denied an extension on the forbearance and that she was suspending the foreclosure immediately and that she was going to put our account back on forbearance and then it would start loan re-modification process and that if I hadn't heard from XXXX XXXX by XX/XX/XXXX to sign the new loan documents than I was to call back in and check on the status. Also she told me that if the loan modification was not completed by Citizens by XX/XX/XXXX that our forbearance would end and that we would be placed under review for up to 30 days wile our loan modification is finalized. I asked about the financial package that other Citizen employees had been telling me that I should fill, if I really did need to fill that out and she said no, that we were not to fill it out. Also she told me that when they put the forbearance back in that it was going to be back dated so that there were no gaps and it would correct our credit score automatically since it was their mistake.
Well I never heard back so when I called on XXXX and was told that we were in foreclosure again but that it just hadn't gone through the system yet fully and that it was going to take another week to correct itself. I was apologized to and told that I needed to be patient and call back in a week. I requested a supervisor call me back and was told that they would in 24-48 hours. ( As of XXXX no supervisor has called me back ).
XXXX called and was told good news! That our loan finally was put on forbearance again through the end of XX/XX/XXXX.
XXXX XXXX from the VA told me that Citizens filed legal action against us on XXXX as the first steps of foreclosure. Same day I called Citizens and talked to XXXX XXXX and he said that our loan was in the process of loan modification and under forbearance through XXXX. XXXX transferred me to XXXX in Loss Mitigation and she said that our case was sent to management on XXXX to call me but that no one has called me back. XXXX said that our forbearance runs from XXXX through XXXX. I asked her why no one has called me back or what the legal action against us was for and she said she didn't know what I was talking about.
XXXX XXXX in loss mitigation says there is no legal action being filed against us. He transferred me to XXXX. XXXX said to send in the Financial package via the portal so I made an account and finished filling out the forms and uploaded them all by XXXX CST along with supporting documents for VA XXXX XXXX and 4 of my husbands ' most recent pay stubs also by XXXXCST on XXXX.
XXXX My husband received an email of legal proceedings being filed with the county courts office in the town that we live against us from Citizens attorney. To what I can tell it is for foreclosure.
In the big picture, on XX/XX/XXXX a XXXX XXXX hit our town and as a result in XX/XX/XXXX after a long drawn out fight with our insurance over the damages we suffered to our house and all of our contents, our house was deemed a total loss. We lost everything from the damages from the storm. Citizens did nothing to help us like the VA said that they should of to help us the the replacement cost value to be able to rebuild our home. Now almost 2 years later with the prices of everything needed to rebuild a house we are completely upside down here as prices have skyrocketed. We have spent $ XXXX fighting to save our home and our contents to now have Citizens foreclose on our house that is supposed to be in forbearance for another 3 days... Absolutely insane! Unprofessional, downright WRONG! We need help fighting yet another giant as we want to rebuild our home on that land so that we can get the insurance money to do so! This is not fair. Please help us. Citizens is in the wrong. They have admitted that and now lied about modifying our loan and not communicated with us that there was something else needed. Please help.
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| 06/02/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/23 We were contacted by the Delaware State Police ( Corporal Cavannah ) and informed that someone had tried to access our account ( twice ) on that day to withdraw {$6500.00} and {$7200.00} at two different Citizens Bank branches in that State. They did so by using a fake ID in my husbands name ( XXXX XXXX ) Using Citizens protocol they were able to determine that he was not my Husband ( the joint account holder ) and upon the second attempt, the police were called and this man was arrested and charged with ( 7 ) felonies. We immediately checked our account and found that {$6500.00} was withdrawn from a Citizens Bank in XXXX XXXX NJ on XX/XX/23. This was not the accounting holders and took place in another state as we live and bank in XXXX We immediately informed Citizens Bank of this and asked that they told us that they would note the account add additional security to our account and connected us with their Fraud Department who took the rest of the information and told us to contact our XXXX XXXX on Monday XX/XX/23 and to close that account and open another checking account. On XX/XX/23 We also then filed a police report at the behest of the Delaware XXXX Police. On XX/XX/23 at XXXX am I received a call from Citizens Bank in XXXX NJ ( XXXX - XXXX XXXX she informed me that someone had also tried to withdrawal funds from their bank using the same ID but that following Citizens protocol this person was refused ( He did not know basic information about the account holder ) they were able to look on their outside camera and see this person getting into a truck with the wrong tag number and recognized the truck from previous efforts to access other accounts at the bank. They noted this information in the system. At XXXX am I again checked my balance and immediately saw that there was another {$15000.00} missing from our account. I immediately spoke with our local branch ( XXXX XXXX PA - XXXX ) and he was able to see that this was a wire transfer attempt through the ACH system and he was able to put a an immediate hold on the transfer and pull the transaction back. Our Account was put on hold until we could get into the bank that day. By Early afternoon we had filed a separate report with our local police department ( XXXX XXXX PA ) and opened a new Checking and savings account with Citizens. However, we were told while these two issues were pending ( the {$6500.00} theft and {$15000.00} attempted theft ) we would not be able to close the original checking account. Instead, they were going to put the account on hold. We also spoke with XXXX XXXX of the Delaware State Police and she reported the additional attempted theft and theft to the Delaware XXXX. Since that time we received a total of XXXX letter the week of XX/XX/23, one asking us to provide a written complaint for the theft of the {$6500.00}, one erroneously claiming that the {$15000.00} attempted wire FROM our account was somehow a DEPOSIT issue ( giving them the right to hold that {$15000.00} until the beginning of XXXX and one letting us know they were investigating the matter. None of these letters gave us a contact person or investigators name. None of the money has been returned to the account at any time. The hold on that account has been lifted twice ( they told us that they can only hold the account a certain amount of days ( they never tell us it is lifted, leaving us to check every day and request it be attached again ) .Despite 29 subsequent calls, we have not been given a single piece of information about the investigation or when our money will be returned to our account. Despite 6 additional calls to our local branch they are not able to provide us with any additional information. We have never been contacted by an investigator or any person from the bank. It has now been 55 days since the {$6500.00} was stolen from the bank in Mt XXXX NJ and we have never been contacted by the State Police or Citizens about this issue. It has been 53 days since the {$15000.00} was NOT taken from the bank because WE caught the issue and had it stopped, and we still have not had that money returned to our account although Citizens does have access to OUR money. We have the continued concern that this now compromised account ( that we can not close ) is a springboard to our other accounts and the ONLY protection from this is the same security that failed to protect our funds in the first place. We really need help to address this issue. Please let us know if you need account statements or other identifying information. Under the circumstances, we didnt want to include them in a preliminary complaint, but will be happy to provide them upon request and under separate cover. Thanks
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| 09/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Good afternoon, XX/XX/XXXX - requested forbearance from servicer ( Citizens N.A. ) under CARES Act.
Spoke with XXXX. Repeatedly requested written confirmation. Citizens informed us they were only doing " verbal agreements '' at this time.
XXXX XXXX XXXX - As a matter of practice, requested Annual Credit Report. Credit report indicated that we were in forbearance in XXXX XXXX however, discovered errors, late payment reports and automated charges and payments from overdraft bank account used in connection with Mortgage beginning XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XX/XX/XXXX - Called Citizens to inform them of inquire and request information. Were informed by Citizens N.A. that this a banking issue ( Citizens Bank ) and they would not assist us further.
XX/XX/XXXX- Simultaneously received foreclosure summons and experienced a death in the family. After hours, days, weeks and working with federal housing counselors at XXXX XXXX, discovered the foreclosure summons was automatically triggered due to an internal employee error. Submitted case number inquiry to escalate case to the " Chair '' with recommendation to call back in 2 days to check and that we would be contacted by chair. Recommended that we further explain the situation to the Chair.
( We were not contacted by the " Chairperson '' until XX/XX/XXXX. ) XX/XX/XXXX - Forced to hire an attorney to help us succeed with any communication with Citizens N.A. Only after bringing in an attorney did we begin receiving paper statements again. The foreclosure summons was withdrawn and forbearance was reinstated.
After resolving the crisis around not losing our house, I began investigating the automated overdraft charges and payments and attempted to gain clarification and submitted disputes to the credit bureaus.
Credit bureaus informed me that I needed a statement, in writing from Citizens N.A. that we had been in forbearance in XX/XX/XXXX in order to correct and remove the late payment reports on credit report.
Attempted to contact Citizens by phone several times both with and without a housing counselor advocate. Because wait times were so high, the housing advocate often had to end the call ( they have a 30 minute limit given the current demand ). Unsuccessful in attempts to contact Citizens.
XX/XX/XXXX - Made an appointment to visit a Citizens Bank branch in-person to gain clarification and resolve discrepancies. The branch manager, XXXX XXXX, tried to help but had to escalate the situation to the " Chairperson '' in order to access accounts and resolve issues. Given the proof of paperwork, records and articulation of the case, XXXX XXXX filed the case under " unfair and deceptive business practices '' and I was assured that the chairperson would resolve the discrepancies given the unfairness, refusal on the part of Citizens to send written agreements, lack of clarity, lack of communication with me regarding the accounts and overall neglect of basic standards of practice. I never received one alert or communication from Citizens regarding an overdraft, or a late payment and instead received emails stating that I had paid my mortgage and another email indicating that they owed me a {$2000.00} check - when I followed up on this, I was told that they ( Citizens ) did not and would not send me a check given the status of my account.
My credit report to this date, XXXX XXXX XXXX has not been corrected. I have received no written records or verification indicating our participation in forbearance under the CARES Act. On the statements I began receiving after enlisting the support of the attorney, they indicated that the account was delinquent beginning XXXX XXXX along with the incorrect information written " forbearance nongovernment '' even though our loans are with XXXX XXXX XXXX XXXX XXXX
I have done everything within reasonable standards all the way to herculean, superhuman efforts to work in good faith with Citizens Bank and Citizens N.A. to resolve these errors without success and with innumerable obstacles. I am not sure what else to do and even question the legality of Citizen 's practices. Our, very understated and conservative attorney went to far as to express how poorly we had been treated by Citizens and his never having faces such levels of incompetence in his entire career. Having working in the public sector my entire adult life as a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in the United States, I agree with his sentiment in its entirety.
Short of spending more funds, that we don't have, on attorney fees to resolve this blatant disregard for accepted business practices, I'm not sure where else to turn. Will you please help me?
Respectfully yours,
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| 05/12/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Late or other fees
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Web |
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To Whom it may concern : Hello, it was suggested I contact this bureau about a recent issue my wife and I had with Citizens bank. I also have contacted XXXX XXXX office about this matter.
My wife co-signed on our son 's Student Loan with XXXX, and it turns out he had not been paying his monthly payment for a while. He thought money wasnt coming out anymore due to Covid. The bank had sent the account to a law office, who said they tried to contact him about it, and sent a letter, which we can not find ... the only phone messages we had were so generic they sounded like they could easily be a fraud call. My son received no e-mails from the bank about the past due account, neither did my wife. The bank did an offset, but not for only what he was behind XXXX approx. {$2400.00} XXXX they took an offset amount of everything we had in our checking accounts, a total of {$14000.00} ... leaving us {$50.00} in each of our checking accounts ( 2 ). When we called to work this out, get the account current / have our son reset up his payments ... they said there is nothing they can do to return what they took ... even though it is all internal to Citizens Bank.
After speaking with 3 agents, they said they escalated to the Office of the Chairman, their highest level they would contact us within 10 days. Meanwhile we had an extraordinarily little amount of money left in our accounts. We did receive a letter in the mail from Citizens Bank on Monday XX/XX/26 ( over a week after they took the money from our accounts ) informing us that they did the right of offset. I also called my local bank on Monday the XXXX ; they could see that someone was assigned to our case, and we should receive a call soon now that someone was assigned. I called the local bank back on Thursday, the XXXX, as we had still not been contacted yet from that department. I spoke with the local bank manager, and he was going to see what he could find out. I called again on XXXX, and spoke with the local bank manager again, he was going to reach out to that dept again to see if he could get them to call me. It has now been over 3 weeks, and still no call or contact from the Office of the Chairman.
To compound this issue with XXXX, we just recently XXXX XX/XX/XXXX ) had major fraud happen with our Citizens bank account. We received a call on a Friday afternoon XXXX XX/XX/XXXX ) from a number on our Caller ID that is the XXXX main number / ID, saying they saw fraudulent activity on our account. They asked if we had made some recent purchases, that we did not, and they asked all the 'right ' questions for someone who already had access to our account. This has happened to use before. They said they would remove the charges and send out a new debit card. When I checked my bank account online on Monday, I found that we had a negative {$5000.00} balance, and many new accounts ( 30+ ) had been opened in my name and money had been moved around and spent at XXXX at a time on XXXX gift cards.
I had to call XXXX to report it, I never received a call over the weekend from XXXX saying they were seeing all this activity happen on my account, No Fraud Notification of actual fraud happening. We worked with them for over a week and a half on this, and they did finally untangle most of it / recovered our money. We did also file a police report and freeze our credit with the various credit bureaus.
During all the work on fixing our accounts due to the fraud, the bank never told us about the past due Student Loan that was also in my wife 's name. If they had let us know then, we could have brought it up to date when all this was happening ... not having the offset occur at all. We also have a car loan and credit card with XXXX, which have all been paid on time since we have had each of those. We also check our credit reports regularly, and there are no items showing she has an account past due.
I contacted XXXX XXXX office hoping they could help with getting a fair assessment from the bank on what was past due for the offset to bring the account current XXXX {$2400.00} XXXX. We are not expecting back the full {$14000.00}, just the difference, {$12000.00}.
The fact that we have been a customer with Citizens Bank for over a decade, having multiple other accounts that have been kept up to date, and allowing that level of fraud occur on our accounts without any notification that it was occurring, prompting a deep review of our accounts to fix it, not notifying us about 1 account my wife was co-signed on that was behind, and then to take {$14000.00} from our accounts leaving us basically broke ... adds up to some very bad business practices for a bank that is supposed to be protecting your money.
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| 06/04/2020 |
Yes |
- Debt collection
- I do not know
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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In XXXX, I had opened a joint checking account attached to my mothers via Citizens Bank ( formerly known as Charter One ). I was vaguely aware when I had the account set up that I would have overdraft protection that was never fully explained. To my understanding at the time, as well as now ( 11 years later ), my overdraft protection would pull from my savings account.
On XX/XX/XXXX I attempted an online transfer of {$110.00} into my savings account from my checking, and it was transferred into an account called my ODP Checking. I've always seen this account online, but never had anyone explain this to me so I never touched it because my banking was also attached to my mothers. Once the amount was in accidentally transferred to account, I could not undo my mistake, or re-transfer the money to the proper savings account. It was stuck there.
Over the course of the following week I called Citizens Bank customer service twice. Each time I was dismissed by the representatives saying the money would go bounce back into the original account after a few days. It never did.
When I called customer service a third time on XX/XX/XXXX to understand why this happened, the representative said she knew exactly why. She began to explain that the ODP account was actually a line of credit that my bank claims I agreed to open when I started my account at the age of XXXX. She went on to say that I currently owed {$850.00} for on the line of credit that began in XXXX. I apparently started to acquire debt when over drafting a total of {$3.00}, and an additional charge later on ( The she told me about yet I dont have access to viewing proof of ) that began to accumulate 21 % interest per month ever since. Apparently each month the bak would pull {$20.00} from my checking account to help me " pay off the line of credit ''.
The assumption that any amount in overdraft was transferred from savings was false. At this very young and naive age I never recall agreeing to having a line of credit, nor my mother agreeing to sign me up under the age of XXXX to have access to credit of any kind. I'm not sure if this was something that wasn't properly explained to us, but it feels like manipulation and fraud. The customer service rep insisted that it had to be one of us who agreed to this, which is either not true, or that they had signed up an underage customer for a line of credit that was not properly explained to her or her guardian with the proper repercussions.
The representative said that she receives many calls each day of customers not knowing that Citizens Bank had attached a line of credit to their accounts. To make matters worse, I had no idea that I was in debt of any kind with them for over two years. My email address has been attached to the account, and each month I have never received any type of notice from them that I currently owed such a high amount. This statement also does not come up anywhere on my online banking, and now I can't even access the account itself. When I tried to go back through statements on the ODP line of credit, the website claims there's " no history of transactions '' making it impossible to view any statements from any online browser. The rep said I must try multiple browsers, clear any cookies, cache, and refresh my log in before it can be attempted to viewed. In addition to this, once gaining access to any type of statement, it does not show the credit amount that is owed, and makes it very difficult to read.
With the lack of bank notices for two years, incredibly high interest rates, and intentionally withheld information via their website, it is absurd to me that I can call customer service three times before finding out that I owed a unknown debt of over {$900.00} ( this includes the {$110.00} transfer ). If I had not continued to call and inquire, the amount would have kept increasing without my knowledge. I do not understand how it is legal for a bank to open a line of credit without someones aware consent, and then charge them with high interest for years without giving them a monthly statement. If I didnt keep calling them and asking, I would have never known and owed even more.
Now I cant even access proof of statements from this ODP account because I asked for rep to make overdraft stop pulling from my checking account. Once that occurred they closed the account and any proof I had available. They didnt make it easy for me to view my statements anyways, but now its completely closed, leaving only proof from my checking account of its existence which I am happy to provide.
I then paid this off in full out of fear of acquiring anymore unknown debt and adding another month to a 20 % interest rate.
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| 09/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Good afternoon, XXXX XXXX - requested forbearance from servicer XXXX Citizens N.A. ) under CARES Act.
Spoke with XXXX. Repeatedly requested written confirmation. Citizens informed us they were only doing " verbal agreements '' at this time.
XX/XX/XXXX - As a matter of practice, requested Annual Credit Report. Credit report indicated that we were in forbearance in XX/XX/XXXX, however, discovered errors, late payment reports and automated charges and payments from overdraft bank account used in connection with Mortgage beginning XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
XX/XX/XXXX - Called Citizens to inform them of inquire and request information. Were informed by Citizens N.A. that this a banking issue ( Citizens Bank ) and they would not assist us further.
XXXX XXXX Simultaneously received foreclosure summons and experienced a death in the family. After hours, days, weeks and working with federal housing counselors at XXXX XXXX, discovered the foreclosure summons was automatically triggered due to an internal employee error. Submitted case number inquiry to escalate case to the " XXXX '' with recommendation to call back in 2 days to check and that we would be contacted by chair. Recommended that we further explain the situation to the XXXX.
( We were not contacted by the XXXX XXXX XXXX' until XXXX XXXX XXXX XXXX XXXX - Forced to hire an attorney to help us succeed with any communication with Citizens N.A. Only after bringing in an attorney did we begin receiving paper statements again. The foreclosure summons was withdrawn and forbearance was reinstated.
After resolving the crisis around not losing our house, I began investigating the automated overdraft charges and payments and attempted to gain clarification and submitted disputes to the credit bureaus.
Credit bureaus informed me that I needed a statement, in writing from Citizens N.A. that we had been in forbearance in XXXX XXXX in order to correct and remove the late payment reports on credit report.
Attempted to contact Citizens by phone several times both with and without a housing counselor advocate. Because wait times were so high, the housing advocate often had to end the call ( they have a 30 minute limit given the current demand ). Unsuccessful in attempts to contact Citizens.
XXXX XXXX XXXX Made an appointment to visit a Citizens Bank branch in-person to gain clarification and resolve discrepancies. The branch manager, XXXX XXXX, tried to help but had to escalate the situation to the " XXXX XXXX' in order to access accounts and resolve issues. Given the proof of paperwork, records and articulation of the case, XXXX XXXX filed the case under " unfair and deceptive business practices '' and I was assured that the chairperson would resolve the discrepancies given the unfairness, refusal on the part of Citizens to send written agreements, lack of clarity, lack of communication with me regarding the accounts and overall neglect of basic standards of practice. I never received one alert or communication from Citizens regarding an overdraft, or a late payment and instead received emails stating that I had paid my mortgage and another email indicating that they owed me a {$2000.00} check - when I followed up on this, I was told that they ( Citizens ) did not and would not send me a check given the status of my account.
My credit report to this date, XX/XX/XXXX, has not been corrected. I have received no written records or verification indicating our participation in forbearance under the CARES Act. On the statements I began receiving after enlisting the support of the attorney, they indicated that the account was delinquent beginning XXXX XXXX along with the incorrect information written " forbearance nongovernment '' even though our loans are with XXXX XXXX XXXX XXXX XXXX
I have done everything within reasonable standards all the way to herculean, superhuman efforts to work in good faith with Citizens Bank and Citizens N.A. to resolve these errors without success and with innumerable obstacles. I am not sure what else to do and even question the legality of Citizen 's practices. Our, very understated and cXXXX XXXX went to far as to express how poorly we had been treated by Citizens and his never having faces such levels of incompetence in his entire career. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I agree with his sentiment in its entirety.
Short of spending more funds, that we don't have, on attorney fees to resolve this blatant disregard for accepted business practices, I'm not sure where else to turn. Will you please help me?
Respectfully yours,
|
| 08/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
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Complaint regarding a lost mortgage payment by Citizens One.
On XX/XX/XXXX our mortgage payment was deducted from our bank account. The following week the shut downs due to covid19 were enforced. At that point we contacted our mortgage company Citizens One to request forbearance. They reviewed our account. Acknowledged that it was current in its payments and approved the forbearance. They informed us that the forbearance would last for 3 months starting with the XXXX payment. They then disconnected the bank link to stop the auto draft. We received a mortgage statement from Citizens One dated XX/XX/XXXX that showed our account payment history. On this report it showed that we had fully paid for the months of XXXX and XXXX and our unpaid balance started on XXXX. However, we received our next mortgage statement dated XX/XX/XXXX and that stated that XXXX was now also unpaid. On XX/XX/XXXX I contacted Citizens One and spoke to XXXX. I explained the discrepancy and she claimed that we received a refund for our XXXX payment to which I explained that we did not. She instructed me to fax a letter and all our supporting bank statements to the Research and Fulfillment Center ( XXXX ) XXXX and they would review the problem. I called again on the XXXX and spoke to XXXX just to reiterate the issue with the account. She claimed that the XXXX payment, not the XXXX payment, had been refunded. Again I explained that no, we never received a refund. I then faxed the letter and documents on XX/XX/XXXX. I called again on XX/XX/XXXX and spoke to XXXX who verified that they did receive the fax and that the account was being reviewed and we would be contacted within the next 10 days. I called again on XX/XX/XXXX because I had not been contacted and spoke to XXXX. She stated that the account was still under review and that it was obviously a mistake because a mortgage is a contractual loan and refunds are never applied on a contractual loan. I explained that our deferment was ending in XXXX and we wanted to bring our account up to date but they were asking for an extra {$1700.00} payment that we had already paid and we did not want to pay twice. She suggested we just pay the extra and they would eventually figure it out. I called again on XX/XX/XXXX and spoke to XXXX and asked for a manager. She transferred me to XXXX, a manager, who I explained the entire story to again. He put me on hold and NEVER came back nor did he call me back even though each customer service rep asks for a call back number should we get disconnected. So I called back and spoke to XXXX who ALSO hung up on me with no callback. So I called back again and spoke to XXXX who transferred me to XXXX another manager. XXXX promised to call me with an answer. As of today XXXX has also not contacted me with any updated info. I called again and also spoke to XXXX. Still no help. All of these reps are claiming that XXXX payment was posted in XXXX? And that XXXX was outstanding because we received a refund. I told them this was not the case. Since they broke the link to the bank they didnt send us a refund electronically and we never received a check in the mail either but they insist otherwise.
Meanwhile they sent a letter that put us back in forbearance, even though we didnt ask for an extended forbearance. The letter they sent claims they had tried contacting us regarding our forbearance but that is also not true. No one at any time from Citizens One has ever contacted us. Ever.
I called once again on XX/XX/XXXX and spoke to XXXX who was very helpful. He reviewed the account and saw the extensive notes that were written by the various reps. He even reached out to XXXX who claimed she was still waiting to get an answer from her XXXXanager and then would call me. Its been a month since the first time I spoke to her and she is still waiting for a call from her manager? This is completely and utterly unacceptable. XXXX did state that the notes on our account said the XXXX payment had somehow been applied to some other account and that it had to be fixed. It is now XX/XX/XXXX almost two months this has been going on and Citizens One has done nothing to fix this {$1700.00} problem.
How can this company verify we are current on all our payments so we qualify for forbearance and then during that forbearance we are now one full payment behind with not a single rep or manager that can solve this problem in two months, nor make any attempt to contact us to discuss the documents we faxed supporting our claim. For 2 months we have received nothing but a complete runaround. I hope that you can help us with this problem and I thank you in advance for your time and attention.
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| 10/22/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Getting a credit card
- Application denied
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Web |
Servicemember |
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I am using this platform to make sure there is an accurate record, that Citizens Bank is able to make a credit decision based on accurate information and provide insight to a huge criminal scheme 95 % of all financial institutions are involved in against XXXX XXXX Americans, Which Board Members of these institutions are fully aware of.
On XX/XX/XXXX, I applied for a Citizens card and was denied due to XXXX knowingly and willingly providing Citizens Bank with inaccurate information. I called and spoke to a Citizens Representative who informed me I was denied due to recent Charge Offs.
Recent charge offs Recent negative activity I am filing this request of reconsideration through the CFPB to have an accurate record and because I assume Citizens Bank would want to make intelligent credit decisions based on accurate information.
The Information Citizens Bank received from XXXX is NOT accurate. Every single Charge Off on my credit report is from Student loans I received between XXXX - XXXX. They are all more than XXXX yrs old since the date of last activity. However, these accounts were given to another department and that department used a tactic widely known as re-aging. This department changed the date of last activity from XXXX to XXXX. I am providing the original documents to those Student loans as proof.
The final reason for using the CFPB platform is to find out if Citizens Bank is also a player of the Major Credit Score scheme most financial institutions are involved in. Citizens Bank will either play the ignorant card and deny me credit again or view my credit report accurately which confirms the following.
I have a good credit history length, my credit Used is only 11 %, which is excellent, my payment history over the last 7 years is Excellent, my monthly payments are less than 20 % of my monthly salary which is again Excellent.
So if a bank 's primary focus is whether a consumer has the ability to pay then I would be rated as an excellent consumer to offer credit to.
As for my credit score being low ; The credit information which weighs most of any person 's credit score are : Length of credit history : mine is over 5 years = Very good Credit used compared to credit available : Mine is under 15 % = Excellent Recent Negative remarks : I have XXXX for XXXX yrs Negative remarks which are 6 years or older impact a credit score minimally about 5 % of a credit score.
Yet, XXXX has my credit score at only XXXX, this is despite having no negative credit information for nearly 7 years. Despite having used only 11 % of my available credit. Despite having no rent or Mortgage payment, no auto payment ( everything is paid off ) Despite my monthly bills being less than 20 % of my monthly salary.
How is this possible : I will explain : Financial institutions have learned how to manipulate the XXXX algorithms. When a creditor continues to report an old charge Off the XXXX algorithm reads that as a recent Charge Off. Here is an example and we will use my Credit Report. I had a XXXX XXXX in XX/XX/XXXX. However each month they have been re reporting this Charge off. Same with the Student Loans. Although there has been no activity since XXXX, they continue to report each loan every single month. They have also re-aged the loans by having a separate department take them over in XXXX. By doing so this department reports the loans as an original charge off for XXXX, not XXXX. Everyone in the financial industry is well aware of this but plays the ignorance card.
WHY? You must ask the right question. Who gains when consumers ' credit scores are lower. ANSWER : All financial institutions because they can now charge much higher rates.
There are other changes the Financial industry has done for the sole purpose of lowering credit scores. Here is one of those recent policies. Back around XXXX when opening a checking account all banks would pull your XXXX systems report : This report would let the banks know if a consumer has written many bad checks which are still unpaid. However, a memo went around to all financial institutions that by pulling consumers ' credit reports whenever a consumer opens a checking account would lower XXXX of millions of credit scores by XXXX - XXXX pts. Doesnt seem like much but that would allow financial institutions to charge 1,2,3 % higher on interest. Think of that, why would a bank need to pull a consumer 's credit score if the consumer is Depositing money into the bank. COMMON SENSE PEOPLE!
Note : I am forwarding this complaint to Citizens Banks Board Members - If they are aware of the Credit Score scheme I do not want them to be able to make a plausible deniability claim.
|
| 09/16/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
- Lien release
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Web |
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Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX My name is XXXX XXXX XXXX XXXX MD and my wifes name is XXXX XXXX XXXX XXXX We live at XXXX XXXX XXXX, XXXX XXXX, New York XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
These are our complaints against Citizens Bank XXXX Bank ) in connection with a construction loan ( in my name alone ), in the amount of {$870000.00}, regarding the construction of our custom home located in XXXX XXXX, New York.
What we had thought would be a dream come true has become a nightmare in large part due to the bad faith and misconduct of the Bank.
Our first complaint arises out of the Banks approval, following its own flawed construction progress inspections, of construction loan disbursements to our prior builder for construction work that was not actually performed and/or completed as claimed by the builder.
The failure of the Bank to properly perform those progress inspections resulted in excess disbursements to the builder in an amount exceeding {$150000.00}.
As result, we are now responsible to repay the funds that the builder received far in excess of what it was entitled, and we have had to rebuild portions of our home in order to meet the architectural plans and the towns inspection standards.
The initial builder for our home was XXXX XXXX, XXXX and its owner is XXXX XXXX ( collectively XXXX XXXX ). We terminated XXXX XXXX on XX/XX/2023 for various reasons.
At the time of their termination, XXXX XXXX had received {$550000.00} in total Citizens Bank construction loan disbursements, leaving only {$320000.00} in construction funds to complete our home.
At that time, XXXX XXXX had received : {$28000.00} based on the false claim that 80 % of rough electrical work was complete ; {$27000.00} based on the false claim that 50 % of rough plumbing work was complete ; {$25000.00} based on the false claim that 100 % of HVAC work was complete ; {$14000.00} based on the false claim that 100 % of the exterior trim was finished according to the best quality standards ; {$18000.00} based on the false claim that 100 % of the framing was complete and was ready for the towns inspection ; and {$19000.00} for exterior doors and windows, which he refused to deliver.
In addition to the Banks improper approvals of the construction loan disbursements to XXXX XXXX, it compounded our severe financial distress in connection with the construction of the home by refusing to authorize the final construction loan disbursement to our replacement builder due to the filing of a Mechanics Lien by XXXX XXXX.
This abuse of discretion is our second complaint against the Bank.
We asked the Bank to reconsider its decision not to approve the final disbursement because the disbursement approval is consistent with the terms of our Mortgage.
The Bank, however, would not reconsider its bad faith decision.
The Mortgage provides that we are not required to promptly satisfy the Mechanics Lien to the extent we are defending the lien in good faith such that it may not be enforced until the lawsuit ends. See, Mortgage at page XXXX.
As we advised the Bank, we have disputed the lien in the Supreme Court such that even if all, or some part of, the lien is enforced, which is unlikely given our claims against XXXX XXXX, it would not be enforced until the conclusion of that litigation.
The Banks actions of withholding the final disbursement will severely prejudice us as we will not be able to complete construction of the home, which will prevent us from obtaining a Certificate of Occupancy so that my family can begin residing there. The dire financial consequences to our family can not be overstated.
The Banks actions will result in us paying it a penalty in the amount of {$4300.00} every three months, due solely of the Banks improper refusal to release the final disbursement, while simultaneously benefiting the Bank financially as we also pay the Bank in excess of {$2600.00} each month in interest.
We also understand the Bank issued several construction loans where the builder was XXXX XXXX, and that none of those custom homes were completed by XXXX XXXX
XXXX. In fact, there are four other lawsuits pending in the Supreme Court involving XXXX XXXX or XXXX XXXX, XXXX with at least three other Mechanics Liens having been filed by our prior builder.
We are simply asking that you investigate the Banks deception, lack of fair-dealing and abuse of discretion as it relates to their flawed inspections which resulted in the substantial overpayments to XXXX XXXX, and its wrongful decision not to authorize the final construction loan disbursement to our substitute builder.
|
| 02/09/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
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I am having a lot of trouble with getting Citizens Bank to refund a {$1000.00} mistakenly made payment to a closed line of credit account. I appreciate any help your offices can lend to my efforts to receive repayment of this money.
On XX/XX/XXXX, I mistakenly made a {$1000.00} payment to Citizens Bank from my checking account at XXXX Bank.
On XX/XX/XXXX, I called Citizens Bank to inquire about the status of this payment. I was told there was no overpaid balance shown on the closed line of credit account. Citizens Bank was unable to tell me where the payment went to with their bank, thus opened case # XXXX to start to locate the payment.
On XX/XX/XXXX, I again called Citizens Bank about the lost payment, and a possible reversal of the bank debit from my checking account at XXXX Bank. Citizens Bank recommended I call XXXX Bank about this. I immediately called XXXX Bank who told me they can not make the reversal, but that I needed to wait for Citizens Bank to make the repayment, usually within a few days of their receiving it.
On XX/XX/XXXX, I called Citizens Bank for a status on their efforts to make my repayment. Citizens Bank told me a check for {$1000.00} was made on XX/XX/XXXX, and held for XXXX days until XX/XX/XXXX before being released. The telephone representative told me the check was sent to my home. The address was correct.
On XX/XX/XXXX, with no check received, I again called Citizens Bank. The customer service representative " XXXX '' transferred me to " XXXX '' in their Credit Card Disputes department. From there, I was again transferred to " XXXX '' in their Loan Solutions department. From there I was again transferred to " XXXX '' in their Consumer Finance department. XXXX told me the same details that the check was issued on XX/XX/XXXX, and held for XXXX days before sending off, and that it should be in my mail box within a few days.
On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that this day was day XXXX after the check was sent on XXXX XXXX, and that I needed to wait another several days for it to arrive.
On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that the check was written on XX/XX/XXXX, but now was held until XX/XX/XXXX before sending out. XXXX had no explanation for this delayed payment. XXXX gave me Citizens Bank 's check number XXXX as the check used to repay me. XXXX also told me the check was written from Citizens Bank 's XXXX, Rhode Island center. I stressed to XXXX that it is not a long distance from XXXX RI to the XXXX MA area, and that it should only take a day or XXXX for delivery. XXXX advised me that if no check was received soon, that I should call their Consumer Finance department again, and ask for a supervisor to have a replacement check written.
On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that there was no record of any contact regarding my request for repayment. XXXX also did not recognize the claim number XXXX opened on XX/XX/XXXX, and gave no explanation for this absence of customer calls from me. XXXX did make a replacement check request # XXXX, saying that it will take about XXXX to XXXX business for this to be addressed, and that the check, when written, would be held for XXXX business days before being actually sent. I complained to XXXX that Citizens Bank should be over-nighting me the payment immediately in light of all the troubles encountered. XXXX had no control over the mailing of the payment, only the request.
Because of Citizens Bank 's lack of maintaining records of my calls, I immediately called the offices of XXXX XXXX, Citizens ' treasurer in XXXX, RI. To protect my interest, as well as others ', someone in the bank 's corporate office needs to know of this practice. I did not speak directly with XXXX XXXX, but did with " XXXX '' in their Customer Service department. XXXX took down details of my situation, and forwarded it to the office of XXXX for action. XXXX also gave me a case number XXXX as reference of the message to the XXXX 's office. XXXX told me someone will be in contact with me within several days on this matter.
On this date, I also contacted the offices of Massachusetts XXXX XXXX XXXX in XXXX, MA to ask about what I can do to have Citizens Bank act on my situation. XXXX XXXX 's office recommended I contact the XXXX XXXX XXXX XXXX for help. Any help you can lend is greatly appreciated.
Thank you.
|
| 07/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
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Web |
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Last month, I received a personalized mailer from Citizens bank addressed to me, inviting me to sign up for a promotion by opening a checking and/or savings account. I've had issues with Citizens bank in the past ( in particular them not providing a 1099 for an account I closed a year ago in XX/XX/XXXX for which I had to file a separate CFPB complaint that was resolved 2 weeks before I had to file my taxes ). I figured this was their way of trying to get me back as a customer.
The terms of the offer are attached, but were basically that I could earn {$300.00} for opening a new checking account and having at least one single direct deposit of {$500.00} or more within 60 days. There was also a savings promotion for {$300.00} for having repeated deposits of {$500.00} over 3 months. I called and confirmed I was eligible for the offer, then on XX/XX/XXXX I redeemed the offer and opened a checking and savings account under the personal code that was enclosed in the mailed ( see attached screenshots of the redemption and accounts opening ).
I immediately changed my direct deposit so that my XX/XX/XXXX payroll would be deposited in my new checking account and I would satisfy the terms of the checking offer. My plan was to slowly move my savings offer as well to meet the terms of the savings offer. However, I found the following week that I was no longer able to access the account online. I called customer service, the hold times were very long, about 45 minutes, and when I did finally reach someone, I was told to go into a branch to verify my identity.
I went into the branch near my work at XXXX XXXXXXXX XXXX XXXX XXXX, NY XXXX on Tuesday, XX/XX/XXXX. I was concerned about not being able to access the account since it was now too late to change my payroll back. However, even the branch manager was not able to get in touch with anyone who could explain what the issue was with my account. Apparently the bank was going through a transition that day ( which had no advance announcement ) and the tech department that could address the issue was closed to handle that. However, finding that out after an HOUR of waiting was frustrating to say the least. I should mention that I am XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
The following day I again waited on hold for over three hours : each time a representative said they were transferring me to the tech department they just transferred me to the main menu and I had to start waiting all over again. Eventually I gave up. I figured I would give the bank time to work through whatever online banking upgrade they were doing and I was assured that I could always withdraw my payroll once deposited at a branch.
My payroll was successfully deposited on XX/XX/XXXX pursuant to the terms of the checking offer. However, I was unable to withdraw the funds at a branch for the same, unexplained issues described above ( I provided all my ID verification but the branch was unable to reach anyone at Citizens to unfreeze my account ).
Finally, I received the attached letter in the mail yesterday ( the letter is dated XX/XX/XXXX, but perhaps because of the XX/XX/XXXX holiday I only received it Monday XX/XX/XXXX ). Instead of offering an explanation it simply says that they are closing my account. I have no idea why, and calls to customer service this morning as well as a visit to the branch has not yielded any information.
The proximity of the letter to the date of my payroll deposit makes me think that Citizens is closing my account so they don't need to fulfill their end of the promotion. I met the terms of the checking offer ( depositing {$500.00} or more within 60 days of opening the account ), and so Citizens should honor the terms of the checking promotion and pay out the {$300.00} for that offer.
By closing the accounts prematurely without any explanation, they are also preventing me from even attempting to meet the terms of the savings promotion ( an additional {$300.00} ), but since I hadn't started to meet those requirements, I am only asking that they honor the terms of the checking promotion.
Unfortunately, I am unable to attach statements to support this claim since the bank has removed my online banking access and refuses to provide paper statements as well. However, when I call in, I am able to confirm that I have {$510.00} in my checking account and {$5.00} in my savings account.
My attempts to resolve this with the company have been frustrating to say the least. I am at my wits end with this bank and will never be a customer, no matter how hard they try to get me back.
|
| 12/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2020, I submitted a mortgage loan application with XXXX XXXX of Citizens Bank -- a preferred lender of the seller. After completing the initial steps of the loan application I received a break down of the closing cost fees associated with the property. One fee that stood out that I had not seen on previous closing quotes was the Transfer Tax ( over {$4800.00} ). This raised a red flag since New Jersey standard has the seller typically pay this fee when transferring the title over to the new owner. I'd also had a quote from another preferred lender that showed this cost as one that was in fact covered by the seller. When I asked Mr. XXXX why this exorbitant fee was listed he advised that this is standard for any new construction. I told the loan officer that everything would be placed on hold until I conferred with my attorney. I immediately declined all documents sent over from the loan officer at that point. I reviewed this with my attorney who stated that the seller was not only responsible but their legal team also confirmed that this was being covered by the builder. Mr. XXXX reached out about a week later to ask where I was at in the process and that he would be scheduling an appraisal on the unit. I told him not to schedule this at which point he replied that my credit card he had on file for the appraisal would be charged {$550.00} even though I had already advised him not to do anything unless he heard back from me. I called my credit card to freeze it and 20 minutes later received notification that he attempted to run the charge anyway. At that point Mr. XXXX started aggressively pursuing me. Once again, I expressed that I did not want this application submitted. A few weeks would go by and Mr. XXXX would continue pressuring me about the loan application. I would ignore his initial attempts in hopes that he would stop reaching out. He did not stop. He would call and email multiple times a week. The next time he reached out, I confirmed once again that I would not be moving forward with Citizens Bank. In fact, I had already processed my application with the lender of my choice. He then insisted on my reasons since he had spent " so much time '' on this. In hopes that he would stop harassing me, I simply advised that his fees were much higher than any quotes I'd received from other lenders. He quickly replied and referenced the transfer tax fee explaining that regardless of what my attorney was stating or other lenders were claiming that I would have to pay this. I did not feel the need to continue going back and forth with him on something that I had already made up my mind about. I called the sellers agent and expressed my concerns on how this was being handled. Not long after, I received the following email from Mr. XXXX ; ****** XX/XX/2020, XXXX XXXX ( 10 days ago ) XXXX, as a follow up, the underwriting department actually just approved your loan and have issued the loan commitment. Ive looped my assistant XXXX in onthis email chain-he can go through the commitment and will outline what we need from you at this point to work towards clearance. If you want us to have the loan withdrawn, just let us know.
To be clear-if you really are NOT paying the transfer tax, we will update the figures on our end to reflect that, once we get confirmation from all parties that that is the case.
Regards, XXXX ****** Mr. XXXX decided that even after I advised that I would not be moving forward with the application that did not matter. He would process it regardless.
Since then, I continuously receive emails regarding my application. Recently I received a " notice of denial '' since I'd stopped responding. On the notice, I am expected to sign off on the reasons for the banks denial of an unauthorized submission from the loan officer. Mr. XXXX listed reasons for denial as " insufficient available funds '' and insufficient financial proof of financial institutions. This could not be further from the truth. This implies that Citizens Bank denied my application rather than me declining to move forward with their application. If I sign off and agree to this -- I receive this message daily -- then it remains on my credit report for 2 years and may also impact the current application I have in place as well as my credit score.
I have made several attempts to reach someone in upper management at Citizens Bank loan departments but have been unsuccessful.
Loan officer information : XXXX XXXX The XXXX Team NMLS ID # XXXX Loan Officer XXXX XXXX XXXX Citizens Bank XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NY XXXX XXXX Office : XXXX Cell : XXXX
|
| 03/21/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
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In XX/XX/XXXX, the president put a federal hold on religious/ non-profit/ federal government funds. I was a XXXX employee of a XXXX XXXX XXXX XXXX XXXX ( XXXX ) named XXXX XXXX XXXX XXXX XXXX XXXX. Due to the government hold XXXX around the country were unable to meet payroll. I was not paid for the months of XX/XX/XXXX -XX/XX/XXXX. I contacted all creditors and lenders regarding the delay in payments. Despite talking to them over the phone, I receive calls from the Repossession Department at Citizens Bank. I walked into Citizen Bank, XXXX XXXX Branch. I met with a bank officer named XXXX along with my payroll administrator from the XXXX XXXX XXXX XXXX. The XXXX cut a check to stop the impending repossession. The bank officer advised due to bank policy, Citizens could not accept the third party payment for the car loan. I had to get a new check, deposit the funds into my Citizens bank account and wait 10 days for the check to clear before forwarding the funds to the loan department. We made agreements with Citizens to pay the balance within the next 15 days. To my surprise, I received a call from Citizens Repossession department that evening. I gave detail on the meeting that morning with the bank, the staff member said she would confirm the agreement. The next morning, my car was missing. I contacted the police, XXXX notified police that the car was repossessed and in a nearby town.
I contacted Citizens repossession department again. I was rudely advised that the person I spoke to the evening before did not make a notation on the account regarding the agreement/payment arrangement made. After many phone calls and paperwork the car was released in 2 business days. I was escorted by XXXX XXXX to Citizens Bank, XXXX branch where we completed documents and payment. Though it was circumstance and human error, the bank listed this on my credit report as a remedied repossession.
In XX/XX/XXXX, I began credit counseling with XXXX XXXX XXXX XXXX, in XXXX, PA to ready for home purchase and graduate school. We contacted Citizens Bank ( now XXXX XXXX ) by phone with request for early removal of the remedy repossession code on the credit report. We were transferred to the repossession department. We spoke to a woman by the name of XXXX or XXXX ( I believe ). We explained the above, my pending mortgage application and enrollment into college. She looked up the account information and said they could remove the code as I was in good standing.
The following week during Credit Counseling we reviewed my credit reports and found that instead of removing the Remedy Repossession statement with the Repossession code, Citizens updated the account, as if the vehicle was repossessed that day, adding another 7 years before its removal. I again sent disputes to all the credit reporting agencies. At this point I was believing this was racially motivated. It seemed totally unbelievable that these errors could continue to occur, feeling totally helpless as to what to do next. I received a notice for last payment and submitted the payment that very day.
In XX/XX/XXXX, I contacted Citizens Bank for a copy of the car title. The title department never released the vehicle title due to the belief the car was not in my possession. A Citizen rep reported the last payment was not received, however the payment was submitted and cashed in XX/XX/XXXX. I explained I had paid the loan in full over a year ago and had not had any correspondence from the bank for over a year in half. They have never notified me regarding a payment.
The loan account was marked for removal XX/XX/XXXX but was never removed. I have made multiple calls, wrote multiple letters and disputes. Citizens reported to XXXX XXXX that the repossession information on the account should have been removed inXX/XX/XXXX. XXXX XXXX continues to show incorrect date/ information.
I am a XXXX XXXX XXXX XXXX and maintain the same vehicle.
This error has led to the inability to receive government student loan forgiveness for XXXX employees and XXXX. Unable to obtain graduate student loans and loans for my children who are in college. I have been unable to purchase a new vehicle. Unable to establish credit being turned down for credit cards. I have never been able to qualify for a mortgage or purchase a home due to this negative report on my credit report.
Each time I make inquiry regarding this account the date is updated by XXXX. This is my last resort. I am requesting that this remedied repossession be removed from all three credit reports as it was intended.
|
| 03/13/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Older American |
|
at loan inception I started paying extra down on the principle.XXXX I continued to receive the monthly billing but the interest payment kept going up despite paying down on the principle. I addressed this immediately only to get BOGUS lies and excuses then they sent a regular payment worksheet showing interest payments ONLY with minimal regular payment. BUT those interest numbers dont agree with anything nor my payments. matter of fact after their bogus lies now I have proof they are bilking me for interest charges over charges. documented facts : paying extra down on the principle when I can beside the regular mo. payment.
XXXX XXXXprinciple balance was XXXX I was charged XXXX interest on that figure in the XX/XX/2021 mo bill.
XX/XX/2021 principle balance was XXXX I was charged XXXX interest on that figure in the XX/XX/2021 bill the regular payment billing info they sent me had nothing to do with my actual payments but show the interest on XXXX, XXXX principle as XXXX thats document they sent me. none of their numbers even match anything Ive paid them nor the excess they have actually been charging in interest. I complained already and its impossible to even reach a person. I was only able to inform them Im turning them in and Im sick of being overcharged interest when Im paying down on the principle and none of their numbers match anywhere.. figures do not lie ... citizens one does. Im being overcharged interest payments on a higher principle that doesnt exist. Ive told them time and time again to LOOK they dont. they havent corrected this and this month I see the interest rate was elevated for a shorter month of the year XXXX. the math doesnt add up period.
They DO know Im trying to pay off the loan in advance of term because the warranty on the car runs out before final payments the term of the loan.. I TOLD THEM THIS FACT so appears they are trying to recoup the interest charges they wont get now by over charging me interest now. That is apparent to me because the interest figures dont even agree with the principle balances they sent me for regular payments non inclusive of extra payments toward the principle. its apparent to me they have no intention of correcting this fact either they make up lies about delays and daily interest none of which actually apply if they were honest. citizens one is a scam outfit and corrupt. I have the documented proof they cant even do math or figure actual interest correctly and they have never properly addressed this or my prior complaint of the same. you can easily see they elevate the interest charge despite the declining principle. it shows they are ripping me off they are in default of their own loan because they cant maintain proper application of payments received.
e transfers are immediate they dont take 7 days or what ever excuse they were trying to use when I first noticed this and they only sent me minimum regular payment data month by month which had nothing to do with my ACTUAL payments. right now Im paid ahead to near XX/XX/2021 per current principle balance and the paper they sent me says the interest would be XXXX on an actually higher principle of XXXX higher than current actual principle balance of XXXX yet they charged XXXX interest. this bank is a scam and I pay the bill as soon as it arrives in the mail WELL before any due date. and numerous months I have made extra payment toward the principle. the bills show the payments I made BUT the interest charges do not reflect the lower principle or per the term payments interest list they sent me.. they are bilking me higher than regular payments they show on that hard copy they sent me. they are charging me more interest than that even shows on close principle amounts. they have not corrected this and continue to over charge me interest payments. which lower the principle payment applied as well..its a scam they are aware Ive complained and they have never addressed the actual issue now they are overcharging interest again.
Im not making payment until I get satisfaction this is being addressed and corrected PROPERLY.. they have defaulted ion their own loan citizens one is a rip off and overcharges interest payments.. payments in general are not applied properly they make up their own rules and NONE of their figures even agree with their own math. this is a rip off company.. the interest should be going DOWN as the principle goes down but obviously it isnt. the interest cost has actually gone up despite the principle coming down. I dont want to do business with this crooked company.
|
| 12/21/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/XXXX, I logged into the checking account and saw two small deposits ( {$0.00} and {$0.00} ) from XXXX ( the URL was cut off so I could not see the full site ). This indicated to me that someone was trying to link the checking account with another account. Neither my husband nor I authorized this or recognized the site. I called Citizens, which does not have a phone number for a fraud department, only for customer service. The rep seemed interested only in debiting the {$0.00} cents from my account. My concern was not necessarily the {$0.00}, but the fact that someone was trying to link my account, and therefore it is compromised. The rep said that she would file a claim and could put a stop pay to this company. She said the investigation would take 24 hours, and then I would be mailed the results in 7-10 business days. She said there was no way to receive a phone call or email with the results. Snail mail only. And in the meantime, if it is fraudulent, you have to wait 7-10 days to know what, if any, action to take, which is absolutely ridiculous to me. I did see that the bank debited the account the same day, so I thought the problem was taken care of.
The very next day, XX/XX/XXXX, there were two small direct deposits ( {$0.00} and {$0.00} ) made - this time to our savings account - from the very same company that had deposited to our checking account. Because the amounts were so small, and I do not reconcile the checking account daily, I did not notice the transactions until XX/XX/XXXX, when XXXX made an ACH withdraw of {$900.00} from the checking account. I called Citizens customer service, and was told that this time, the investigation could take up to 8 business days, and only after that would the {$900.00} get back into the account. I said that I had alerted the bank to this fraudulent activity from this company 4 days earlier and the bank still allowed transactions with this company to clear, so I am not willing to wait on their investigation to get the {$900.00} back. The rep said that they would perform a provisional funds request, which if approved would get the funds into the account within 24 hours. This was on a Friday.
On Monday XX/XX/XXXX, the provisional funds were not in the account. I called Citizens customer service, and was told the request could take 1-2 business days to process. This is entirely different information than I had gotten from the representative on XX/XX/XXXX. But there is not much you can do when on the phone with customer service and they keep saying the same thing over and over.
On XX/XX/XXXX, four calendar days/two business days after the provisional funds request, the {$900.00} still has not been credited to the savings account. And now, there is ANOTHER transaction from XXXX, this time debiting back the original {$0.00} and {$0.00} deposits from XX/XX/XXXX. Not only can we not recover our funds, that were taken from a company I had previously alerted Citizens was fraudulent, but the company is STILL able to make ACH withdraws from the savings account.
Summary of issues : 1. I alerted Citizens of fraudulent activity on the checking account. They handled the small transactions and it appears that there is a stop pay to the company in question. But, Citizens did not apply this to our savings account.
2. I alerted Citizens of fraudulent activity on the savings account, and was told that they filed a claim and a provisional funds request so that I could recover the {$900.00} that was taken within 24 hours. Four days/two business days later, I do not have the {$900.00}.
3. One week after the initial call about my checking account, and four days after my call about the savings account, the fraudulent company is still is able to make ACH withdraws from my savings account. In one week, I have called Citizens three times about this company, and submitted two claims against them, and yet there still is not a stop pay in place on the savings account.
4. I received different information from different reps about how fraudulent claims work. A rep for my first claim told me that a it is processed within 24 hours, and the results mailed ( no email or phone call available ) in 7-10 business days. Another rep for the second claim said that it can take up to 8 business days to process.
5. A company that had been previously flagged as fraudulent was able to make ACH withdrawals in only 3 days. But it will take 8 days to get the money back. 3 days for anyone who wants to take money out ; 8 days to get money that is yours back.
|
| 12/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XXXX of XXXX I was going through a divorce, potential loss of employment, and missed 3 payments with the mortgage institution inquiring sending letters and products for me to become current. I reached out to the institution with a letter being sent to me XX/XX/XXXX, informing me of available products and informing me XXXX XXXX was my relationship manager single point of contact. I never had contact with XXXX XXXX but through letters sent to me and my contact person appeared to be switched several times, to a XXXX XXXX, and to a XXXX XXXX from the loss mitigation department with whom I finally had conversations with. XXXX XXXX informed me of the process and directed me to fill out paperwork for a loan modification, I was informed that in doing so my missed mortgage payments would be factored in and placed at the end of the loan as well as my XXXX XXXX name would be removed from the loan per the divorce decree. XX/XX/XXXX, a letter was sent to me from the bank informing me they received all the paperwork, and it was under review. The bank informed me that I must send a divorce decree and a quit claim deed which needed to be filed with the registry of deeds. I did so and sent the information to the bank XXXX of XXXX, the bank initially sent me an approval to sign however my XXXX XXXX name remained on the loan which I need to have removed, I reached out to the bank several times waiting on hold for hours being given the run around I was told my divorce wasn't finalized by XXXX XXXX, I was also told that my divorce decree needed to be filled with the registry of deeds. I explained to the bank that this was a court order, and the decree was legally filed and of public record. I continued to make mortgage payments with some not being cashed I was also informed that while going through the modification process my payments would be differed to a suspense account and all would be applied once approved. On XX/XX/XXXX, I signed the completed and approved modification, XXXX XXXX XXXX bank vice president signed XX/XX/XXXX. In receiving the completed paperwork back with my name being the only name on the loan and the missed payments being factored in I was under the impression everything was complete, however I continued to receive statements to the contrary. I continually reached out the loss mitigation department continually being given the run around stating I must reach out to customer service as they had nothing to do with it anymore. I reached out to customer service and was told to reach out to loss mitigation, I went to XXXX headquarters in Rhode Island and a branch manager attempted to help me calling the mortgage department, we were both informed that everything was all set and would be cleared up in a few days, to no avail. I filled a complaint, with XXXX from the office of the Chairperson reaching out the end of year XXXX informing me she would work to resolve my issue, she informed me that an audit would need to be completed to see what payments were missed. It appears that in preforming the audit payments were placed into the negative column of which I was informed by XXXX would be done, however those payments have not been placed back into the paid column with the amount owed ballooning to over {$14000.00} which resulted in the bank not accepting and returning payments to me stating that the balance needed to be paid. I continually attempted to reach out to the office of the chairperson to no avail, I obtained an attorney XX/XX/XXXX of which I've parted ways, with a letter being written to the bank. The bank stated that they would look into this, in doing so my lawyer and I were informed that I needed to fill out an Assumption loan which would right all wrongs ; be advised I was instructed by the bank to do so in XXXX which they declined stating my credit score is to low and would not be approved, my credit score is low because the bank is refusing to accept my payments. The bank began to accept my mortgage payments of which I continually sent in XX/XX/XXXX, the bank is stating I owe them over XXXX XXXX dollars they have not factored the initial missed payments into the modification, my XXXX XXXX has been severely affected for the past three years. The bank refused to take my XX/XX/XXXX payment stating they wanted the balance in full. I am at a loss this big financial institution is refusing to make me whole, I have been treated poorly throughout this process customer service has been horrible and I have been given the round around for which I can not understand.
|
| 12/11/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
In the XXXX of Saturday of XXXX the XXXX, I had an emergency situation, where I wanted to transfer XXXX XXXX XXXX, to a friend of mine.
At first, I wanted to make the transfer via XXXX, but the transfer refused, which made me to contact my bank and explain to them my situation, and they needed to verify my phone number. So I gave them my number, and all of a sudden, they said the number could not be verified. I asked them why? They responded by saying that I have to go to the branch so that the number can be verified. I told I have an emergency situation, and I never had problems with this phone number, because the last time, I called you, to remove the hold on my XXXX account, and you asked me the same question, everything went well. Why is it refusing now? I told them. Still could not get help .But at this time, this guy told me since it is an emergency situation, I am going to transfer you to the technical support, and they will ask a bunch of questions, and I was like okay. So they did transfer me to the technical supportand I had to wait for about 30 min onlineand insisted of getting the supportmy call was hang off. I could not get any help. I really needed to complete the transfer to resolve my emergency situation.
I called my bank again. And the answer I was given at this, was that I have to wait until I go to my bank to verify my number instead of keeping on complaining over the phone.
There was no way I could wait until I go to my bank since it was emergency situation, and I needed to depend on my money that I had permission to use whenever I wantedand the number they said that it could not be verified, I know it was verified in the similar situation and it worked, so why it could not be verified now? So this was a very horrible experience with my bank last night.
I tried an other option using an app called XXXX XXXX.
I tried this transaction and after trying I, received an email saying that they are detecting a fraudulent activity on my account. And I was given a list of the transactions that was detected and they asked me if I am aware of those. They gave me two options YES or NO. I said Yes. and I was hoping that my transaction was going to be completed successfully, but I tried, but not worked at all.
So I contacted the fraudulent department of my bank at this number ( XXXX ) XXXX, and I waited over 20 min, so this person responded my call. And then she asked a whole bunch of questions about account. I answered all those as she wanted. So she told me now she is going to unblock my account, so that I can complete the transaction. I told her to stay online while completing this transaction. So she told me okay. I went to complete the transaction, but nothing worked. I told her immediately that even now the Bank refused my transaction. She seemed surprised at this time. So she went to look at my account againand she asked me what is my phone number in the account. I gave it to her so that she can verify my account. It did work for her to send the code while other same bankers told me that they could not verify my account until I go to the Bank. So for this lady she asked me if I have received the code. I said hold on let me checkbut all of sudden the call got disconnected.
I called back, and told them what just happened. Now I was answered by a guy .so this guy told me that I need to verify the phone number ..So I gave him the number so this one told me that the number could not be verified while to other lady, the number was able to be verified because I received the code. I told him all of that. So he said that he understands, and now he told me that he is going to transfer this to an other team and I have to wait about 3 hours .he told me after 3 hours, try the transaction and it will work. If it doesnt work, call us again. We are open for 24 hours.
I tried after XXXX hours ; it still didnt work. So I called my bank again. And the answer that I received was so disappointing. This guy told me I have to go the local branch with my ID. Which I still couldnt understand.I complained and he was there listening without any help. So I went to the atm to see if I can take the money out at least. But even at the atm, I could not take the money out. They said until I contact my financial institution.
I dont understand why I have an emergency situation and I wan na depend on my money to resolve my problemsbut still didnt get access to my money. Thats why I am frustrated and I am filing this complaint.
|
| 03/25/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem with paying off the loan
|
|
Web |
|
|
Citizens Bank is making it very hard to close out and accept my last payment on an auto loan and charging me interest while they delay things. The amount of payoff keeps changing and interest keeps being applied. All I am trying to do is pay off the loan in full and not get bad credit report. But they are making that very difficult.
Details below for issues regarding Citizens Bank Account number ending in # XXXX XX/XX/XXXX : I secured loan from Citizens Bank for {$44000.00}.
For next 3 years ( XXXX XXXX ), I have paid off monthly installments thru auto-pay in amounts of {$710.00}.
XX/XX/XXXX : Last time Citizens accepted the {$710.00} auto pay. My last payment should be in XX/XX/XXXX.
XX/XX/XXXX : A payment of {$500.00} is made to Citizens automatically from my account. Im not sure why that amount but maybe it was amount left, not sure where that amount came from and then it was rec-credited back to me.
XX/XX/XXXX : I get a letter from Citizens that says account overdue. That seemed odd as we were supposed to be on auto-pay and be finished in XXXX. So I call. I call and speak to customer service who only does collections and after speaking to his manager cant explain why that happend. So he transfers me to a different customer service department and I get disconnected.
XX/XX/XXXX ( later that same day ), I go onlilne and try to pay it off - in full - via direct payment from my bank to Citizens thru their web payment process. And I get email on that same day XX/XX/XXXX confirming my scheduled payment, which I copy and paste below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The following payment has been scheduled on your Citizens One loan account ending in XXXX.
Payment Account : XXXX Date Scheduled : XX/XX/XXXX Amount : {$710.00} Reference # : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XX/XX/XXXX : My bank shows that Citizens accepted my payment of {$710.00}. See below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - ACH Electronic Debit - CITIZENS LN PYMT REG PAYMT - {$710.00} On the LAST payment scheduled for XX/XX/XXXX, Citizens discontinues auto-pay and sends me late notice payment with interest for additional {$5.00}. I get confused by this and investigate and the web site shows auto-pay is OFF ( not initiated by me ) and there are some charges in different amounts made and then re-charged ( pushed back ).
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XX/XX/XXXX : Citizens sends me an alert thru the website that payment was NOT accepted that says the payment was not accepted and my late interest fees are going up daily. The new total is now {$710.00}. See that message below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Dear XXXX, Thank you for your email regarding your account.
Upon reviewing your account our records indicate the payoff amount has not been received and auto pay has been cancelled.
The provisional payoff as of XX/XX/XXXX is {$710.00}, with a daily interest of {$0.00} each day after that date.
You can mail your payoff payment to the following address which is valid for regular or overnight mail or pay by phone : Citizens Bank Citizens One Auto Finance XXXX XXXX XXXX XXXX XXXXXXXX XXXX, RI XXXX Please be sure you include the following : Your signed payoff check Your account number Your name Your address including the city, state, zip code Once your auto loan has been paid off and the loan is moved to a closed status, a paid in full letter will be mailed to you after one business day of the loan being paid in full.
If you have any further questions or concerns, please call our Consumer Finance Department at XXXX and a representative will be happy to assist you Monday Friday XXXX XXXX and Saturday Sunday XXXX XXXX.
We value you as a customer and appreciate your business. Thank you for choosing Citizens Bank.
Sincerely, XXXX XXXX.
Email Team Advocate -- -- -- -- -- -- -- -- -- XX/XX/XXXX : I made more efforts to contact Citizens Bank. My phone call was on hold and then disconnected. My web portal messages returned an error message and my account statements are no longer on the Citizens Bank web site. So I submit this complaint to you in hopes you can help.
In conclusion, I dont understand how they can make paying off a loan so difficult and in process charge me interest and hurt my credit score ... .please help!
Thank you, XXXX
|
| 04/19/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Charged fees or interest you didn't expect
|
|
Web |
|
|
Hello, I am writing to you regarding a trap Ive fallen into with a loan from Citizens Bank that should have been closed but wasnt.
For some reason that is currently escaping me, I participate in the XXXX XXXX XXXX program. Through this plan, I receive a new phone every XXXX and start a new two-year loan with Citizens Bank to pay for the device. In exchange for returning my old phone, XXXX pays off the remainder of its associated loan and instructs Citizens One to close the account.
This objectively terrible, financially-asinine program, allows me to funnel a lot of cash and a little bit of my soul each month to XXXX XXXX like the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, in exchange for their newest and shiniest of their shiny new toys.
Sure its expensive and stupid, but its also easy, and there is certainly utility in *easy* these days. But wait! Theres more : On XX/XX/XXXX, while reviewing expenses in preparation to file my XXXX tax returns, I noticed 10 double-charges to my credit card for my XXXX loan over the course of XXXX, and two more in XXXX for a total of 12 double-charges of {$69.00} each, totaling of {$900.00}.
I then pored through 18 months of email notifications, including a few from XXXX Id never read, claiming theyd never received my trade-in phone back. I collected those emails, along with my proof of shipment in XXXX, CA and proof of delivery to XXXX in XXXX XXXX, CA, well within the limits of my contractual obligation.
To rectify this documented, undeniable mistake, I have spent countless hours communicating on the phone and electronically with Citizens One ( the bank ), XXXX ( the seller ), and XXXX ( the credit card ), to no avail, and now you, the XXXX. Both XXXX and Citizens One told me to take the issue up with my credit card, and XXXX told me they cant do anything because the transactions all happened more than 90 days ago.
XXXX at Citizens One tried to be helpful, but was unable to find my old loan in her system on a Sunday and suggested I call back during business hours when thered be a supervisor to whom she could escalate the issue.
When I called and spoke with XXXX at Citizens Bank on Monday, XX/XX/XXXX, he called XXXX at XXXX who told us that the order was archived and she couldnt retrieve it, but could confirm at least that the phone HAD been returned.
It seemed like we were on the verge of a solution when we were disconnected. But I didnt have a direct way to contact either of them, and neither bothered to call me back. XXXX didnt even leave any notes in my account, a frustrated XXXX said when I randomly got her on the phone again a second time.
After a brief sanity break, I called XXXX once again on XX/XX/XXXX and spoke with probably-a-bot XXXX, who set up a callback with the department that could help me for XXXX. My phone rang at XXXX and I answered, pressed 1 to indicate I was ready to talk to a human, and was promptly disconnected, never to be called again.
The last time I spoke with Citizens Bank was XXXX week ago, XX/XX/XXXX. I called and got XXXX on the phone a third time, and she quickly put me in touch with XXXX , a manager who ostensibly had the power to and access to actually help me.
XXXX asked if she could put me on hold and call XXXX and I said yes on the condition that, were we to be disconnected, she would actually call me back. XXXX at XXXX said she didnt have access to order XXXX because it was more than 90 days old. When I asked her to escalate the problem to a supervisor and after putting XXXX and me on hold for several minutes, she claimed her supervisor also couldnt help. XXXX refused to even verbally acknowledge that the phone had been returned, even though XXXX had been able to confirm that days earlier.
At that point, XXXX actually gave me an email address to which I could send my documentation. I emailed all my docs to XXXX. After a few hours, they evidently didnt come through, and XXXX called me back to confirm that Id actually sent them. I then emailed the docs two more times from two different email accounts until XXXX confirmed on the phone theyd been received.
She said she would attached them to my record so it could be resolved. That was a week ago, and I havent heard from them since.
That this money is owed back to me is indisputable, I simply need help pushing back on three terrible companies with a clear a financial interest in NOT helping me fix their stupid mistakes.
Thanks in advance.
|
| 12/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XXXX I had some damage on my house due to storms. I contacted the insurance company and the claim was made and the repairs done. The final payment from the insurance company was received and forwarded to the bank for endorsement. Below is a communication sent to the bank detailing all the situations I have had with getting this insurance payment sent to me. The work on the house was completed and I already paid the contractor. The financial institution is Citizens Bank and the department is the XXXX XXXX Department.
I am writing as I continue to have problems with getting the payment and final inspection for the repairs done to my property as listed below : Account number : XXXX Check Tracker number : XXXX Address : XXXX XXXX XXXX, XXXX XXXX, Ct XXXX 1. The final check payment was sent to you XX/XX/XXXX, this check was returned on XX/XX/XXXX indicating that the it had to be endorsed and returned.
2. The check was received on XX/XX/XXXX and it was endorsed by XXXX and returned via overnight mail on XX/XX/XXXX for your endorsement.
3. I called around XX/XX/XXXX and was told that I had to submit the adjusters report and a repair affidavit. Both of these were uploaded to our sight the same day.
4. I followed up on XX/XX/XXXX and was told that the documents were received and I should the partial payment of approximately {$16000.00} was requested and should go out in XXXX to 3 days.
5. I followed up on XX/XX/XXXX and was told that everything is on hold since the adjuster was a third-party adjuster, I needed to get a letter from the Insurance Company indicating that the adjusters report was used to process payments. Letter was uploaded into the system the same day, XX/XX/XXXX. I followed up and was told that the check would be processed and it would take 2 to 3 days and to order the final Inspection.
6. I requested the Final inspection requesting that it be done prior to the XXXX of XXXX as I would not be in the house till XXXX XXXX.
7. I received an email on the XXXX of XXXX indicating that the inspection had been canceled. I called and the person could not understand why it was cancelled as all the documentation was there. They requested the inspection again.
8. On XX/XX/XXXX I received another notification that the inspection was again cancelled. Again, I called and was told that it will be reinstated and they could not see why it was cancelled. Also, they told me that the check was requested and should be going out.
9. On XX/XX/XXXX I called and spoke to XXXX, a supervisors assistant, who indicated that the reason the inspection was cancelled and the check not mailed was that one of the documents I submitted had not been accepted by you. She proceeded to accept it and again request the inspection and the check, she also mad a note to send the check overnight to my address in XXXX XXXX where I will be staying ( XXXX XXXX XXXX XXXXXXXX, XXXX, PR XXXX ).
10. Following up again today, XX/XX/XXXX, I am told that the inspection and check is pending and no further information can be provided. I requested to speak to a supervisor and after waiting on line for over 30 minutes my call was cut off. Spoke with XXXX XXXX, a manager, who promised to follow up and call me back with regards to the inspection and the processing of the check As I stated before in all of my calls, I will not be in Connecticut from XX/XX/XXXX till XXXX and needed to get the inspection done before the XXXX. According to your procedures, the entire process should be completed in 10 days. As you can tell by the information above it has taken much more time than the 10 days. The work on my property has been completed and the contractor has been paid. Also, the insurance company inspected the property to insure the work was done.
I need this situation resolved ASAP and will be filing a report with the Consumer Financial Protection Bureau. Also, I am communicating with the mortgage side of the Bank to inform of the terrible service I have received from the Loss Prevention Department. Lastly, I will be taking the steps to finalize my loan with Citizens Bank due to this situation and the lack of a prompt response.
Lastly, it is hard to believe that the hardest, most frustrating part of this ordeal has been working with the bank. The insurance company and contractor was extremely efficient and non-eventful. Unfortunately, the same can not be said about working with Citizens Bank.
Sincerely, XXXX XXXX XXXX
|
| 10/22/2017 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Problem lowering your monthly payments
|
|
Web |
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To preface my story, here 's the shorter end of it : I went to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX University from fall XXXX to spring of XXXX. During that time, I earned two XXXX, in XXXX XXXX XXXX XXXX XXXX. I worked on and off in a factory for my first XXXX when I could, as I also went to school during summers to spread my classes out each semester. I started working in my field of interest during my second XXXX stint ; I held my position with this employer, stating out part-time start while in college and now their XXXX XXXX XXXX.
During my education, I paid XXXX XXXX a total of {$98000.00} in tuition. Just tuition. Or {$130000.00} if you include my tuition, classroom fees, technology fees, student life fees, and software fees. Keep in mind this is what I paid XXXX. This does n't include transportation ( I commuted 35 minutes into XXXX XXXX for 8 years and lived at home with my folks ), computer, art supplies, books, food, etc. My parents were in no financial position to assist my education, so I had to do all of this on my own [ but I do n't think higher education should be a parent 's responsibility anyhow ].
I took out private and federal student loans every semester between XXXX and XXXX.
-- -- -- -- XXXX XXXX XXXX I consolidated all but one of my private student loans to Citizens Bank, serviced via XXXX XXXX to which it totaled {$84000.00}. My variable interest rate was 5.88 % for a 15 year term. Total finance charges are estimated at {$42000.00}, making my total loan amount of {$120000.00} over its life. As of XXXX XXXX XXXX, my monthly payments to XXXX are {$710.00} a month. That is 21 % of my annual gross income [ of {$42000.00} gross ].
I called XXXX about reducing my monthly payment and they said this is n't an option for my loan. They only offered forbearance ; two months at a time. To my understanding, I will have to go back into repayment [ if I am even granted forbearance ] for three months and apply again, if needed. Forbearance is my last resort, as this will cause my monthly payments to go up once I am in repayment. If I can not afford {$710.00}, I am not going to be able to afford anything more than that, clearly.
-- -- -- -- I also have a private student loan with XXXX that has a principal balance of {$24000.00} as of XXXX XXXX and my current balance is {$28000.00}. With an interest rate of 5.00 %, that makes my monthly payments {$210.00}, making it 7 % of my annual gross income [ of {$42000.00} gross ]. This loan is due to be paid off in XXXX.
I have not made any attempt to lower my payment or putting into forbearance yet.
-- -- -- -- I honestly want to keep paying as much as I can on what I owe, but it looks like I am quickly running out of that luxury ; sadly. I want to pay back every cent what I owe, but I have to be able to do it where I can still have a life. Otherwise, I am just working as a corporate slave every day to pay off a debt that is going to keep me buried for the next 24 years. How am I supposed to contribute to society to keep it healthy?
Making only minimum payments on everything in my life is becoming very taxing on my checking account, and by extension, my mental and physical health as well. To give you an idea of my burden, here are my financial obligations, which include : - Storage Unit - {$110.00} mo - Rent ( to my mother ; still live with her ; this includes my phone costs and car insurance ) - {$270.00} mo - Credit Card payments ( I only use these now when I am really behind ) - {$210.00} mo - XXXX XXXX Student Loan - {$160.00} mo - Roth IRA - {$75.00} every paycheck ( every other week - I 'd like to be contributing 18 % of my check to retirement, but this is not feasible right now, so I just put 5 % away for now ) - XXXX XXXX XXXX - {$710.00} mo - XXXX XXXX ParentPlus Student Loan - {$160.00} mo - XXXX XXXX XXXX - {$210.00} mo - XXXX XXXX XXXX ( had to take this out to pay off old credit card debt because I can not keep up with my own debt to income ratio ) - {$300.00} mo - Car Payment - {$220.00} mo - Life and Renters Insurance - {$88.00} mo And just in reminder, my annual income is {$42000.00} gross. I do not earn overtime, however, I do work an average of 43 to 58 hours a week.
-- -- -- -- Please reach out to me if you need more detail on any topic I may have brought up. Thank you VERY much for your time and consideration in what my best options are. I sincerely look forward to hearing from you.
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| 12/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FLXXXX XXXX XXXX I did start the process online as well. This is our third home purchase and never have we had so much disregard for us and following the mortgage/banking laws from a mortgage company. Besides the Florida finance/banking department. We also filed a complaint with the state they do business out of which is New Jersey. We have also filed a complaint at the Federal level as well. I'm submitting proof that since the beginning of this year. As you can see when we applied for the Homestead to help reduce are taxes as a full time Florida resident. After we were approved and while we were at the office of the property appraiser I asked if they would fax it over to my mortgage company. You will see they dated the day it was sent to XXXX. I also mailed a copy to them. What do they go and do they raise our mortgage payment. As they stated we have to collect what you paid in the last tax year. We are in the home for only 2 years now and we were late filing to get the homestead in place the first year. So our payment went up {$170.00} it was {$840.00} and Im paying {$1000.00}. They even gave an estimate and with my tax bill this year you can see they were not far off. But they didn't care what we submitted and had to be held hostage by them till XXXX. So when I followed up in XXXX once we received our tax bill I called the appraiser office to see if they ( XXXX ) paid it and what did the pay. I found out they haven't paid them yet. I made a call and ask whats the holdup on making the payment ( the early the makeit I get a break on the amount ) Oh were in the process and ask whats the amount they were going to submit. I lost it! Oh we are going on what you paid last year! I asked don't you see a document for the Homestead and don't you get a notice from my property taxing authority for the true amount due. Oh I have to transfer you to that department but their closed at this time. I asked for a fax number so I can fax over my tax bill and the homestead document. Guess she lied! She gave a bad fax number. Lucky I took my statement and found were to send it. I have submitted the fax page as well as the note and bill. So after them paying I asked for an audit to get my monthly payment down as its my right and after shoving this down their throats they agreed I was over paying into my escrow account. I also asked for my {$940.00} back as its an overage due me. As you can see that my home insurance was paid for as well. But it only gets better I get a late notice from the company I have my home insurance with. So I place another call Oh once again we are in the process of paying that! They are a danger to their customers. Just to hurt me further in XXXX and we were current on all our mortgage payments they report us to the credit reporting agencies on be delinquent I have submitted proof as well. So I started to fire off emails as well 10 in all. Im tired of the lies from their so called customer service people. Let me ask you who ever is reading this. If you had a mortgage in the past and you were working with a good lender at the end of year they would have without asking mailed the excess of monies left over in your escrow account and after seeing that they have been receiving each month more monies that what are needed to cover property taxes and home insurance they would have taken it upon themselves to readjust the monies needed to cover said items going into the next year? Well my last two lenders did it but not these crooks. I have another complaint. I have submitted two of the replies I have gotten back after many calls as well as emails for an audit and the return of my overage. I'm due {$940.00} but as you can see they are only returning {$550.00} so I called them to see what lies they had in store for us. Oh we need two months of escrow. I stated our last two lenders didn't require that and why after my audit I was approved to reduce my monthly payment. Why doesn't it start on the XXXX XXXX of the XXXX XXXX? No answer so now they will have {$560.00} in my escrow account after I make my XXXX 's payment. As today XX/XX/18 I have not received my overage check. By the way the person I spoke with in the Federal finance department checked and they have 280 open complaints against them. Something needs to be done about this very bad mortgage company. They can be reached at XXXX.
Thank you for your effort on our behalf,
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| 04/20/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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Web |
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I am writing this letter to file a complaint against XXXX XXXX and Citizens Bank. I began receiving phone calls from XXXX XXXX the end of XX/XX/XXXX. The man on the phone " XXXX '' said that I have a student loan that was past due. He asked me to verify my social security number and address. I refused to give that information because I did not know who I was speaking to and I have no dealings with this company. The man informed me that I have a loan with my daughter which was past due. I informed the man that I no longer have student loans with my daughter. I was told that the loan originated through Citizens Bank and that he is calling from the company that is now servicing the loan. He would offer no further information without verification of my identification using my personal information. I refused and said that I would call Citizens Bank and speak with them directly. I then ended the call.
I called the phone number for Citizens Bank that I found online on XX/XX/XXXX. There was a young lady named XXXX who answered. I explained that I was looking for information regarding a past due student loan with my daughter. She looked up my social security number and name and could find no information in the system. She gave me the number to the student loan department. She advised that I should call them because they may be able to help me further.
I called the student loan department. I explained the situation to the woman on the phone. She took the last 4 numbers of my social security number, name, and zip code. She told me that she saw some old loan information but there was nothing further she could offer. The loans were no longer in their system.
I was receiving random calls from various numbers in different cities and states. I did not recognize them so I did not answer. On XX/XX/XXXX I called and spoke to a woman named XXXX at the Consumer Finance Protection Bureau. She told me the next time they called to ask for specific information in an attempt to verify who I am speaking with.
On XX/XX/XXXX I received a call from XXXX XXXX from Citizens Bank. She told me she was calling from the collections department of the bank and that I had a loan with my daughter that was 116 days past due. I asked her to provide their street address, professional license number and licensing state. She began questioning why and was unable to provide any of the information.-even a street address She put me on hold stating that she was going to get someone on the phone who could give me information. When she came back, she said she had XXXX XXXX on the phone. I told XXXX that she should be able to provide this information about her company for me. I dont need to speak to another agency. She still questioned my reasoning and still could not provide any information. I said if Citizens Bank is the originator of the loan, and she works for them, how can she not provide me with basic information about the company and an origination date for the loan. I complained that she could not give the street address, professional license number or state for her employer. She tried again to transfer me to the person she had on the phone from XXXX XXXX but I hung up.
I called another number for XXXX XXXX. I spoke to a girl named XXXX. She found nothing in my social security number but was able to tell me that there is a loan in her system originated in XX/XX/XXXX under my daughters information with my name for XXXX. I asked if this loan was consolidated through XXXX with the others. She couldn't tell.
My daughter has been out of school for close to 10 years. She was paying her loans off regularly. She then consolidated all of the loans through XXXX. She continues to pay her loans monthly. We have heard nothing from Citizens Bank until now. She had all these other Citizen Bank loans that were being paid without incident before and after consolidation.Therefore, I dont know what is happening now. I have no more student loans with my daughter. We dont know what this loan is that has just popped up and they are trying to charge us with. They are attacking our good name and credit in the process.
According to XXXX, XXXX and other websites, there is a 6 year statute of limitations on debt. Private student loan debt can have a 10 year statute of limitations. Per the little bit of information they have given me, this loan is 12 years old. Therefore, they should not be contacting us about it at all.
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| 12/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX we received a $ XXXX check in the mail from our mortgage company Citizens bank. We called to make sure this wasnt an error. The representative reassured us it wasnt and it would be ok to cash the check as well as informing us that our monthly mortgage payment would be decreasing approximately {$200.00} because we had over paid into our escrow. We had called again sometime later to verify this because it seemed so odd and was again told everything was fine.
On XX/XX/XXXX we received a massive bill of {$6200.00} from citizens bank for an under payment of our taxes into our escrow account. We called on XX/XX/XXXX to figure out why this was. We were told by customer service that it was an issue with the tax department so we were transferred to them. We spoke to an incredibly helpful and pleasant employee named XXXX who methodically went over our bills, this specific bill, our taxes from XXXX and we had both come to conclusion that there was an error in assessing our school taxes for the county in XXXX. Citizens bank had assessed our taxes on XX/XX/XXXX and then again reassessed on XX/XX/XXXX, which she told us would only have happened if something odd showed. Our county taxes are released in XX/XX/XXXX of every year. The employee agreed that this was an egregious error on their tax departments behalf. She promised she would stay on the line with us until we got a supervisor to clear it up for us. She then contacted customer service again and requested a supervisor for us. We were put on hold for almost an hour. We had already been on the phone for over an hour at this point. Finally a supervisor named XXXX, or XXXX, came in the line. This supervisor was immediately rude and dismissive. He would blatantly not respond to questions, he would ignore statements made by either us or the employee XXXX. He told us it only happened because " it was just bad luck '' on our part. He put us on hold multiple times and then eventually asked XXXX if " she worked for our counties tax department or citizen banks tax department? ". When XXXX responded that she worked for citizens bank he was verbally annoyed and hung up the line. XXXX was still on the line, apologized profusely and insisted on staying with us until we got another customer service supervisor on the line.
Finally after another long hold we are put on the line with XXXX XXXX, who is another customer service supervisor. We explain the situation to her as well as XXXX corroboration to our situation and the mistake in citizens bank behalf. This is now XXXX hours on the phone. XXXX is helpful and pleasant and tells us she is going to escalate our situation to the vice president of customer service and would contact us back asap. This was Thursday XX/XX/XXXX and we were on the phone for just shy of 5 hours. Multiple extended holds for reason explained to us and one dropped call by a supervisor. I called multiple times on XX/XX/XXXX and left messages on XXXX XXXX 's voicemail multiple times. I called Monday XX/XX/XXXX and did the same multiple times. Tuesday the XXXX I did as well and eventually had to call the regular customer service line and request to speak to XXXX.
Finally she reached out to us that afternoon. We were on the phone with her for around an hour again and although she agreed it is bad practice on their part to assess taxes before taxes are released, and it was awful that their customer service told us everything would be fine on multiple occasions, as well that we were correct in noticing some red flags and reaching out to citizens bank to clarify, and that it shouldn't be on the customer to have to do the work of the company that they pay, that citizens would not be helping us in the way we see fit. They offered to let us pay the bill I'm monthly installments instead of the one month due date they have us originally. When I explained that this was entirely unacceptable that we should have to pay this giant bill due to citizens Banks error she agreed but told us " this is what my supervisor instructed me to offer you ''.
I told her this was not the right outcome and that her supervisor would have to contact me personally or we would be contacting an attorney. She would open a claim and escalate this, we would receive a call within 48 hours. We stressed a callback as soon as possible as this very large bill is due XX/XX/XXXX. To date we still have yet to hear back from anyone at citizens.
|
| 10/04/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Getting a credit card
- Application denied
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Web |
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This is a followup to Complaint No. XXXX. This complaint is by no means CLOSED.
XXXX XXXX XXXX 's response was to CFPB on XX/XX/XXXX and it contains several flaws enumerated below. She has since given me a telephone call and said renewal of my ATM card means I must return to the USA and reapply. It is not clear why. I would like to have those reasons in WRITING to show my attorney. Perhaps they have found some flaw to my character that should be revealed.
The ATM card was given to me as an extra to my checking account. No application was required and I have held it for about 20 years. I still have a functioning Citizens checking account but I now fear it too might be in jeopardy for similar nebulous reasons.
The US Embassy in XXXX has notarization facilities and the ATM reapplication could satisfactorily be done here and save a trip across the Pacific Ocean. XXXX XXXX did not respond to that suggestion.
xxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
XXXX XXXX 's response is below : -- Note : XXXX XXXX : " We have attempted to reach you at XXXX but our attempt was unsuccessful. '' My telephone records unsuccessful attempts and there was nothing from Citizens before XX/XX/XXXX
Her response talks of needing my personal telephone number. Well, now she has it but that is not enough.
On XXXX XXXX XXXX I have tried a dozen times. I get to XXXX but they say operators are unavailable.
I would like to add that Citizens is not equipped to handle a foreign account, They have no email. They can not be contacted by telephone on ( XXXX ) numbers and they are not allowed to make international calls.
XXXX XXXX response : -- Company 's Response XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX RE : ATM Card Replacement Dear XXXX XXXX : We are writing in response to the complaint that was forwarded to our Office by the Consumer Financial Protection Bureau ( CFPB ). We understand that you have expressed concern with not receiving your replacement ATM card. Citizens Bank strives to meet the financial needs of its customers and provide them with superior customer service. We are sorry for the frustration you experienced as a result of not being able to order a replacement ATM card through your online banking profile. We could not process your online banking request for a new ATM card because a telephone number is not linked to your profile. This is also why a new ATM card was not automatically sent to you upon expiration of your existing card. Prior to sending a replacement ATM card, we need to verify you by telephone using a number presently linked to your Bank profile The telephone number you provided with you CFPB inquiry is not currently linked to your profile. Additionally, the secondary number you provided is international and our Contact Center representatives are unable to make outbound international calls. You indicated, in your complaint, that you are unable to call our customer service department at XXXX. In an effort to further assist you with this matter, we contacted XXXX XXXX XXXX who in turn reached out to you to assist you with placing the toll free call. Per the instructions you were provided from XXXX XXXX XXXX, you must dial the XXXX toll-free number XXXX, wait for the XXXX XXXX XXXX announcement/tone and then enter the Citizens Bank toll free number XXXX. It is our understanding that you conducted a successful test call and reached our Contact Center but that you did not proceed to verification at that time. It is our intention to assist you with your financial needs with receiving an ATM card. We have attempted to reach you at XXXX but our attempt was unsuccessful. Please understand that we take the security of our customers accounts seriously, and would need to speak with you directly and link a valid telephone number to your profile prior to ordering a replacement ATM card. We regret the inconvenience this matter has caused. We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond. Should you have any additional inquiries, please contact me directly at XXXX during my office hours of Monday through Friday from XXXX XXXX. until XXXX XXXX. Eastern Standard Time ( EST ). Respectfully, XXXX XXXX Office of the Chairman CC : Consumer Financial Protection Bureau ( CFPB ) CFPB Case Number : XXXX Please help, XXXX XXXX XXXX, XXXX XXXXXXXXXXXX Tel : XXXX Mobile : XXXX PS Resolution would be a return of my ATM card
|
| 08/17/2018 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
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Step 1 : What is this complaint about?
Abcsense of security, issues with their customer support agents, with mobile app, as well as how they handle issues.
Step 2 : What type of problem are you having?
I am a client of Citizens bank for the past few years.
Every few months, I have had a terrible experience with : -Security ; -Customer Support agents ; and -Mobile App.
-Most importantly, handling issues. During the past few months, I have had suspicious activity on my account and the bank did not notify me about it.
The First time was : XX/XX/2018 ( pictures attached ), and second time XX/XX/2018 Step 3 : What happened?
At the end of XX/XX/2018, my mobile app experienced some problems ( that happened before many times ) and when I finally got access, I saw many charges on my account.
I had my card with me, so some one stole my cc number and used it for a few days. Once again, the bank never notified me until I called them and filed the complaint. After a week or so, I finally got my money back, but let me tell you what it cost me : -I spent hours and hours on the phone to get someone, then when I did they would transfer me to all different departments over and over again.
-they could not find my case number a few times -they changes my case # at least twice!
-customer service was not helpful at all, only one person and he was a manager. I got him after a long frustrating 2 hour wait before he could help me.
-After, I just noticed those charges, I called them right away and asked to close my account because i do not want anyone using my money.
-few days after I already submitted the case, my cc was charged again! and It got declined! I had to pay the fees for their mistake.
-it just was such a nightmare!
On XX/XX/2018, I opened my online banking ( it did not work for day and a half befor that ) and noticed numerous miscellaneous charges for huge amounts of money XXXX picture attached ).
Of course, I was shocked, since I was at work And had to ask my manager to take some time off and call the bank. After a 30 minute wait, I got transferred and waited again. Finally, I got a real person who told me that she has no idea what happened. I asked her transfer me to the supervisor, who told me first that she was not sure what happened, but then saw that it was a charge from the Citizens Bank claim department. I had even more questions after that! She said that both bank and XXXX XXXX gave me money back, which I did not notice or receive ... however, bank decided to take the money back without even notifying me!!!
When I talked to the Citizen bank supervisor. I am really shocked that I do not have money on my account that I was supposed to spend on the flight tickets and hotel for my vacation on the XXXX, she saidthats ok, you have another {$600.00} left on your account. Is this an acceptable way to treat a customers? They can take my money and use it as they want? I do not think so. The supervisor continued to say that the only department who can answer my questions is the Claim Department, and it was already closed! She provided me this number XXXX of Claim dep ( which opens at XXXX XXXX ), the earliest I called them after XXXX XXXX. No one answered me for more than 40 minutes, I took a print screen, during My wait for them ( I attached it as well ).
I am full time XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and wife of my husband. I have my personal life and do not want to spend hours with this bank to solve something that could have been avoided or corrected. I do not feel secure with this bank at all. I am planning to go on vacation on XX/XX/XXXX and planned to spend that money on the hotels and flight tickets. Now I have no money. As a resolution for this situation : I want to get all the money they took from account ; I want to close my account with them and if its possible ; and I want to get an compensation for hours of time that I spent being stressed.
If I do not get my money back especially before my vacation, I will have to contact a lawyer, because not only do I not have money! I wont be able to go on vacation which I have been saving for all year. This is unacceptable and disgraceful. I am extremely upset.
Thank you for your attention to this matter.
Step 4 : What company is this complaint about?
Citizens Bank Step 5 : Who are the people involved? many citizens bank employees, supervisor, claim department.
|
| 02/07/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Funds not received from closed account
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|
Web |
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Hi, I would like to file a complaint with Citizens Bank. I will try to walk through the problems and recap with dates. Also, I will attach files for proof as well.
I have been trying to purchase a home in MA for about two years now and was thinking of using Citizens for my loan. To make the process easier, I thought to use Citizens Bank to manage my Downpayment/closing costs and my monthly mortgage payments. I applied and opened an account on XX/XX/XXXX. To open the account, I placed transfers of {$5000.00} into the checking account and {$15000.00} to the XXXX XXXX XXXX Account. Everything was set ; I downloaded the app and saw that the money was in the account by XX/XX/22. Then I got a letter in the mail saying the account was closed. I wasn't given a reason. I hadn't looked at it until the end of XXXX ( It was the week of thanksgiving when I had time to sort through all my mail. ) since I thought it was just more welcome to citizens mail and I had been getting emails online no problem. By then, time had passed, and the letter said the bank would issue my checks with the remaining balances in the accounts. So I waited, and the holidays came and went, and no checks. I ensured it wasn't at the post office or anything and finally called Citizens Bank 's Customer Service ( XXXX ). At first, the could find my accounts ( called 3x to try to locate the account # numbers ) and was initially looking to track the checks. Then found out on another call that they were never issued out. During my calls back and forth, I was told that the account was purged for inactivity. Which didnt make sense since i hadn't had it for long. Then they told me that they never got the money and told to the original bank ( XXXX Bank ). I reached out to them, and they gave me the transaction numbers within a day and told me to go back to citizens. So I called back and was advised to go to my local branch. Then when I went to a branch after they told me that they couldn't find my accounts, XXXX XXXX the nice employee who was trying to help me ), told me his boss messaged the team hirer up, and they said that the account was closed by the fraud department due to overdrafts. I hadn't even had an account number or debit card yet so I don't know how that makes sense. XXXX was also confused because he said my statements said no transaction occurred. They also said that the statements didn't have deposits in it either, however, I remember seeing it in the mobile app but didn't have access to it anymore. He said that we would follow up the following week since it was a Friday and I had been waiting for about a little more than an hour for some information. XXXX did write down my account numbers in case any said they couldn't find it again. I waited until the following Friday to call and ask if they 1. had my account statements and 2. if he had heard back. He said that they again told him they did not receive the fund and sent it back ; when i asked for the transaction numbers, he said he asked for those as well, and they were looking to provide something and to check back the next week. He was going to mail my statements, but I said I would go to the branch to get them. While I waited to hear back I tried a different approach on the phone and asked for the fraud department. I was sent to credit card fraud and when i explained the woman on the phone said i needed to talk to Account fraud. I asked for the number incase the phone disconnected and she gave me ( XXXX ) and then transferred me. The call rang once and then hung up. So I called the number and it said that it was not a real number. So I called XXXX at the branch ( XXXX branch on XXXX XXXXXXXX ), he went looking and was told they don't give that department 's number out. So I decided it was time to try to gather all my information and contact a lawyer. After a day I realized i needed a consumer litigations lawyer, looked for one and finally found one on today XXXX. She advised me to file this complaint and she found a corporate number that she called. The matter is now being looked into and XXXX called me back to let me know that it is being escalated up to the office of the Chair/Chairman and they will be reaching out. He also said he had contacted the ACH department but had not heard back from them.
Attached are emails, my conversation with XXXX bank, and anything else to confirm the above.
|
| 07/10/2023 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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On XXXX I logged on to Citizens Bank website for auto loans ( www.citizensone.com ) there website stated on the opening page that there were issues as of XXXX with processing Automatic Clearing House Payments so payments may not process and to try again if you incur problems. I proceeded to make my car payment and while waiting for my confirmation reference number received an error and told me it didnt process and try again later. I logged out, cleared cookies for website and logged in again. I was able to pay my car payment and received a confirmation reference number. ( Only 1 confirmation reference number ) an email and text stating they received the information on that day XXXX Thursday. I received an email and text on Saturday XXXX stating that the payment had processed. Then I received another email and text on Sunday XXXX stating the same message again. This was unusual because I only receive 1 every month. So I check my Citizens Bank ( Citizens One ) whom auto loans are paid through and they took out 2 payments on XXXX! I called Sunday and spoke to 3 different customer service people starting with XXXX who stated they could take care of this immediately but had too transfer me to the payment processing department. I was then transferred to that department and spoke with XXXX who stated that I had to wait 7-10 days for processing and a paper check would be sent out by mail. I told her this is unacceptable and I am on a low limited income and this will jeopardize my credit and cost me overdraft fees from my bank because of their website technical difficulties. She said that was all that I could do. I asked to speak to a manager she connected me to a supervisor named XXXX who also stated this and also told me if I had a Citizens bank regular account this could be reversed immediately but being I do not there practices are to process a paper check by mail within 7-10 business days. I told her if they contacted their IT department they could verify the issue that they were having on XXXX with the website regarding the Automatic Clearing House! This would prove I was not lying and shouldnt be punished because my car dealership got my loan through them and because I dont have a bank account with them too get my money back immediately because of their website technical difficulties and she clearly stated she could see the error but couldnt do anything. I told her I received only 1 confirmation reference number for 1 payment of {$390.00} to be taken out! They still refused to reverse knowing they will cause financial hardship to me and gave me a case number XXXX to process a paper check as I explained again I cant wait this long for a paper check due to my low income. They still refused. I called my bank XXXX XXXX Sunday XXXX and spoke to XXXX and she said the payments had not come through yet and as soon as I see them to immediately call and try to stop payment on one payment. She also stated she sees this quite often happening to consumers! This morning XXXX the payments are now showing on my bank account as pending and a claim was filed by XXXX In customer service along with a XXXX XXXX case number XXXX and I can call back and would be transferred to claims specialist but this process could take up to 10 business days but assured me they could see my account and I pay only 1 payment per month and that they took out 2. The claims department will get right on this. I then called Citizens One where auto loans are paid today and spoke with XXXX and filed a customer complaint against them and reported to her that a class action lawsuit against them was just settled against them for these same issues in XX/XX/2023 and now another class action lawsuit was in progress for shareholders at this bank for shareholders being charged for their fraudulent payment processing errors as of XXXX. She gave me another complaint reference number of XXXX and it would be sent and a response should be within 5-7 business days. I then filed a claim with the XXXX in XXXX, MA phone XXXX that files claims for this company. I am now reaching out to you for help as there fraudulent payment processing and errors created by them are put onto their customers and there are a ton of complaints yet again for this issue. My only reference number and confirmation number I received on XXXX was XXXX!
Please help me XXXX XXXX XXXX XXXX
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| 01/20/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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First off I have been faithfully paying my mortgage on time since I bought my house XX/XX/XXXX. XXXX hit in XXXX XXXX my sons father was laid off due to Covid and hense did not pay me child support. When I called to make my payment I asked if there were any options in being late for one month. They told me on phone it would be no problem they would put me in a forbearance plan.
XX/XX/XXXX I got a letter saying I was in forberance. I continued to make payments On XX/XX/XXXX I received a letter saying I had requested loan assistance which I had not. XX/XX/XXXX I got a letter stating forberance would end soon. XX/XX/XXXX I received a letter stating I was qualified for a partial claim / loan modification of {$5300.00} 3 months to go at backend of mortgages I received the same letter again this time dated XX/XX/XXXX for the same partial claim. I had called and told the person I spoke with that I would accept that partial claim. citizens then sent A man out to notarize the agreement on XX/XX/XXXX.
I then received a letter dated XX/XX/XXXX. This letter stated I was qualified for a partial claim of {$8900.00}. 5 months to go at backend of the mortgage. Imagine my confusion so I called citizens. The person I spoke with told me yes it would be okay to go with this partial claim instead of the first one that they would have to order another person to come out and notarize the new agreement. At this point they told me if I was going to go with this partial claim I would not have to make payments towards XXXX, XXXX, XXXX, XXXX, or XXXX of XXXX as this would be the new agreement and these months would be put at back end of mortgage.
I had the new notary call me with an order from citizens and scheduled a date to come out with documents dated XX/XX/XXXX. Notary and I and a witness signed these papers on XX/XX/XXXX. My payments were to begin XX/XX/XXXX. All I received in the meantime were mortgage statements with multiple discrepancies about what I owed. I called every month and asked when it would be updated. I was told check back next month the system is still updating. I began my payments by phone each month which I have letters from citizens stating I paid and each month I asked if the second partial claim went through correct? Why does it still say I owe so much? Each month multiple people told me I was fine it was getting taken care of. Until XX/XX/XXXX when I received a letter dated XX/XX/XXXX that stated I was behind in mortgage and foreclosure would be considered. I then called and was told I owed two months of mortgage payments as my partial claim was closed and they put it through for the first one of {$5300.00}. Not the {$8900.00} which is what I was told for several months. I requested multiple call backs from a supervisor and never received one. Each time speaking with someone in loss mitigation they told me there was nothing they could do I owed the money. I have called and made every payment since XX/XX/XXXX as I was supposed to. In XXXX when I called they denied my payment said they couldnt take it because I owed too much money and was behind so much. I had to fight with loss mitigation to accept a one month payment.
In summary I was told I qualified for a 5 month promissory note and partial claim to skip payments from XXXX XXXX. It wasnt until XXXX of XXXX that anyone informed me this was not the case at which point I do not have the money to catch up. This to me is a scam since I never asked for any of those partial claim letters to be sent to me and since I was told it was all okay until the eviction protection had ended now Im getting calls all the time telling me I owe money and am in danger of a foreclosure.
This is why I seeked a refinance with another mortgage company in which everything was okay to go through until citizens sent payment history information with all my payments made from XXXX and then on applied to the beginning of the year ( the months in which I was supposed to have skipped due to the partial claim ) so now it looks like I was on a rolling 60 day behind payments. All I want is to be current with my mortgage and my credit history preserved. I have done what was expected of me. They gave me the agreement for {$8800.00} to start paying in XXXX and I did. It should not look like I was behind what so ever. I did consult with a lawyer who told me to file complaint here
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| 04/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XXXXtay AWAY from Citizens One Bank for mortgages and Refinance!
This has got to be one of the worst experiences Ive had with a company. Ive been waiting for 7.5 months on my refinance and its still not closed. Every month of delay is costing me hundreds of dollars since Ive going from 4 % to 2.25 % interest rate.
My first correspondence with the loan officer at Citizens One Bank was on XX/XX/XXXX. A friend did his refinance at the same time as me with this same company and finished it in 2 months. I have a normal straightforward home loan. Not only the delays, but the communication has been extremely poor and despite repeated emails and phone calls, it takes 2+ weeks for someone to get back to me.
o Example 1 : I sent XXXX ( loan officer ) back a signed paper on XXXX. Without any response from her, I ask for an update on XX/XX/XXXX. Still no response I ask for an update again on XX/XX/XXXX. Finally on XX/XX/XXXX ( more than 2 weeks later ) she says the case is in underwriting.
Example 2 : I sent her paperwork in a zip file containing sensitive personal information so I put a password on it. I told XXXX, my load processor, to call me for the password. I sent her on XX/XX/XXXX. Without any response from her, I sent a follow up email on XX/XX/XXXX. Only on XXXX ( 2 weeks later ) did she reach out to me. I requested an escalation with the manager, and he temporarily put on another person, but then later on he put the same person XXXX back on my case and did the same style of not progressing my case at all and not responding to any communication.
Example 3 : Even after escalating and discussing my concerns with the manager, neither the loan officers nor the manager responds to my emails or calls. On XX/XX/XXXX I send back all of the requested paperwork and I dont get a confirmation that it was received. It took several phone calls and 4 emails to get a response on XXXX ( 3 weeks later ). They told me that they have been extremely short handed and are taking on several times the workload they normally have.
Only after repeated calls and emails does someone get back to me and tell me that I need additional information. On XX/XX/XXXX after weeks of no response they need to pull my credit again and need an updated pay stub ( since it has been so long on their part ). I immediately sent them the information. I specifically called out that they only requested a single W2, while I had worked at 3 companies in XXXX. I told that I can send them the other W2, but they said it is not needed.
I had called customer support, and I could not even talk to someone. I needed to make an appointment 1 week in the future. And in that call, they just referred me back to my own loan officer and escalation manager.
In XXXX they are doing employment checks. They were stuck on one staffing company I worked at last year, which was 2 jobs ago. There is 1 HR person in the whole company. Despite giving pay stubs, W2, bank statements, and the HR person telling the dates I worked there, they still needed her to fill out a form telling if I made any commission or bonus. I told that I made neither, I asked if she never responds, then will my loan be indefinitely delayed? And they replied likely. I asked repeatedly for an override, but they refused. Luckily, after one week, the HR lady sent the form.
After receiving my XXXX complaint in XXXX, XXXX from office of the chairman in Citizens One Bank reached out to me. After more than 1 week she has done nothing.
On XX/XX/XXXX my loan officer tells me that underwriting has an issue with my income. I asked what they have an issue with, and that I specifically called this out back on XX/XX/XXXX. The loan officer said she would find out what is lacking. I demanded an escalation to her manager and I have not yet heard from the manager.
After 7.5 months, there has been extreme negligence, incompetence in the underwriting department, lack of personnel, and refusal to get back to me for weeks on several occasions despite repeated emails and phone calls to loan officers and the escalation managers. There has been weeks where my file was sitting and not even opened ( since they required a password from me ), ineffective escalation managers who can not resolve issues or even respond to me. This is one of the worst companies I have ever done business with.
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| 04/06/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I was working with a loan officer starting around the summer of XXXX. My earliest emails I still have a record of are from XX/XX/XXXX. Throughout the process of securing the loan with that loan officer, I was promised many things that turned out not to be true or that were not honored by Citizens Bank, aka CitizensOne.Among these are : 1. Additional funds required to close for owner purchased items - at the last minute, I was forced to add extra money to an escrow account to pay for things that I was going to have to purchase as part of my home remodel. This extra burden mean that I had to supply funds to the bank that were going to come out of my pocket, anyway. I was told that I would be immediately reimbursed for those items once I purchased them. However, once we executed the loan, and I purchased the items, I was not provided those funds back. I was then told that they had to be completely installed and inspected before I received my funds back. This policy, not communicated from the outset, cost me over ten thousand dollars in additional debt until those items were completed. As it turns out, the bank then used those funds to pay the contractor for other work, and I never saw those dollars returned to me at all.
2. There were issues throughout the construction process with the bank not releasing funds to our contractor as originally promised. The incremental burdens of proof of work and timeliness of releasing deposits for materials purchased which were bank policies unique to CitizensOne were extraordinary and unlike anything our contractor in business in our area for decades had ever seen. These issues forced me to talk on additional debt to pay some of these deposits so materials could be ordered.
3. The biggest issue is the agreement I had with my mortgage broker that I would not be forced to escrow for taxes and insurance. The additional burden is significant in that the timing of payments of my taxes, in particular, enable me to use my work bonus checks to cover them. We can not afford to pay throughout the year via additional monthly payments. This requirement was a show stopper, and I would not have continued with the loan had I not been told I would get the escrow waiver. During the closing process, my mortgage broker was either fired or quit. He claims that he could not live anymore with the decisions that the bank was making, and he moved on to other opportunities. In addition, his processor was fired within a few months because of the problems she was causing. I had numerous errors in documents. I had to resubmit the same documents multiple times, and there was horrible communication about what was needed and when it was needed by. At some point, the manager of my previously fired mortgage broker tried to step in but constantly claims he's doing me a favor and isn't responsible for anything my previous broker ( XXXX XXXX ) had communicated to me. In addition, I was told that I had to sign all of these truckloads of documents in order to move the loan forward which was already 6 months behind in closing versus what was originally committed. Throughout the construction phase, I inquired about getting the escrow requirement waived. I was told that it could only be done when the construction loan converted to the 30 year fixed. I was told I could write a letter and request that waiver at that time, but that they would start the process even before that. I am now being told that if I don't have written proof from the broker that quit that I was told I could waive the escrow that they can only do say if I pay them an exorbitant fee of thousands of dollars. Clearly, they have the ability to waive the escrow requirement but would rather extract more money from me in order to do so. This type of behavior is predatory and is more about extracting additional fees than it is about making it easier for me to service my debt and keep my head above water.
The original loan closed on XX/XX/XXXX. It converted over on XX/XX/XXXX. I have numerous communications between individuals with the bank passing the buck or saying " no '', but very little that protects me as a consumer. I appreciate any help CFPB can provide that helps keep large banks from taking advantage of average consumers like myself with large, legal documents that require lawyer to interpret. Thank you.
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| 05/15/2019 |
Yes |
- Debt collection
- Other debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
Servicemember |
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I opened a HELOC account with Citizens bank XXXX. When I opened the HELOC, I was told that by opening a checking account and Overdraft protection ( ODP ) account, I could lower the HELOC interest rate and chose to open both of these accounts XXXX as well. Every month I transferred {$250.00} from my XXXX checking account to my Citizens checking account, and established an automatic monthly transfer from the Citizens checking account to the HELOC. I did not use the Citizens checking account for any other purpose and never made any withdrawals ( other than the HELOC payment from it ). I monitored my Citizens account on-line and by using the Citizens App. Both on-line portal and the App told me that I had a {$0.00} balance for my ODP - One Deposit Checking Account until XXXX ( more on that below & screen captures available or uploaded to this complaint ). I did receive statements periodically however, all of the paper statements arrived in large font with lines that ran off the page making them essentially illegible.
I received a phone call that asked me to contact Citizens bank about an urgent notice and stopped at a branch close to work on Thursday, XXXX. During that visit, I paid the balance owed on my HELOC and learned for the first time that the Citizens bank ODP account had a {$1000.00} payoff amount. I showed the teller that according to the Citizens App, my ODP account had a {$0.00} balance and made a screen capture for my records. The teller gave me a phone number to contact however, between work responsibilities and being transferred to other departments at Citizens, I didnt talk with an actual person that could help me until Saturday XXXX. On XXXX I spoke with XXXX ( employee # XXXX ) who stated that he was a Manager within the Citizens bank collections department. During that conversation, I learned that my account was in good standing until XX/XX/2017. XX/XX/2017 XXXX transferred {$250.00} to my Citizens checking account however because this was a Friday, it wasnt processed by Citizens before my statement went out the following week resulting in a late payment fee. I told XXXX that if I had known about the late payment fee, I would have paid it and mentioned that both the on-line portal and Citizens app showed a {$0.00} balance on my ODP account. XXXX told me that he could not help me and that I owed the payoff amount. Later that day ( XXXX ) I checked the Citizens App again and it had been corrected to show the payoff amount on my ODP account. I have a screen capture of my Citizens App from XXXX to show this change and dont believe it is a coincident that the App was updated the same day I spoke with XXXX. I have tried on several occasions to download a statement from the Citizens on-line portal and have multiple screen captures ( including one from today XXXX ) that state Failed to load your request. Please try again.
I reviewed transactions on the Citizens App that I can see today from XXXX back to XXXX and it appears that Citizens has been charging me around {$33.00} per month and transferring payment from my Checking account ( payments that I thought were going towards the HELOC ). I havent been able to read my statements but assume these fees and finance charges go back to XX/XX/2017 ( 18 months x $ XXXX = {$590.00} ). Additionally, Citizens bank is claiming that I am more than 30 days past due on payment.
As far as I am aware, I have made every payment on time. I only became aware that I owed anything on XXXX and both primary means that I could have tracked this ( online portal and Citizens App ) were reporting a {$0.00} balance until I reported it to XXXX at the Citizens bank collections department on XXXX.
I do not believe that I should owe Citizens bank anything but will pay the original late payment fee from XX/XX/2017 ( I understand this was a {$10.00} fee ). I request help to waive ALL other fees and finance charges since XX/XX/2017 and reimbursement for ALL fees and finances charges that I have already paid. Additionally, I request help to clear the 30 day past due claim that Citizens has levied to my credit report.
I served honorably in the XXXX XXXX for more than 24 years before retiring XXXX. I pay my debts on time and value my credit rating. Any help that the Consumer Finance Bureau can provide is GREATLY appreciated.
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| 12/06/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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In XX/XX/2022, my wife and I opened our first joint checking account at Citizen 's Bank. We deposited {$20000.00} into the account. During our initial meeting, we were told the benefits of the account, which included fraud protection and alerts. We feel that other disclosures were quickly flipped to the " signature '' page and no other information reviewed.
My wife and I made little to no transactions on the account, as we explained when opening the account that we were putting our this money aside for sort term savings for the future and we wouldn't be frequently using the account. We made two small deposits and one withdrawal, all within the state of XXXX where we are located.
During this time, we received no statements, alerts, or notifications to our home address, either of our emails, or our cell phone numbers.
After a busy period of time ( we are both public school employees ) and I work several additional jobs to make ends meet, I went into the account to deposit a check, and found that a few months prior right after I had last checked the account almost all of our money was transferred out. We called, alerted the bank to this, and met with a branch banker the next day. We were repeatedly told to not worry, that the funds would be in our account within 10 days.
After ten days, Citizen 's Bank was unreliable with communication attempts. My wife struggled to get information and contact back from the bank. Communication, voicemails and emails went unanswered. Finally, when my and I went into the bank, a bank employee read off her screen a completely incorrect address for my, one was not provided during the time when we opened the account with any of the identify information on her license or certified mail. She told me that sometimes old addresses, previous addresses and can " auto-populate '' on their end, and that correspondence with private information could have been going to this address.
My wife was told that because we did not report the fraud quickly enough, that we may not get my funds back, which conflict with what we were originally told when we reported the fraud. While we understand there was a lapse in time in when we found the error, we are trying to get answers from Citizen 's Bank as to why there is not any responsibility on them to provide us with the services we signed up for, particularly the fraud alerts and communication.
-We were told our money would be safeguarded in a Citizen 's account -We were told we had fraud protection -We were told we had 24/7 fraud alerts -We did not even leave the house with our debit cards, so the security breach of our account accessed with a failure within Citizen 's security system -Who approved at Citizens these ACH/wire transfers from our account?
-Why were we not notified of {$19000.00} being transferred out in a day?
-Why was it brushed over that they had an address attached to my name that I had never given to them, nor is on the drivers license I gave them?
We have also asked to speak to higher up employees at Citizen 's Bank, and the regional manager has never responded to voicemails. When we asked to speak to whatever " back office '' has our claim, we are told that they can not give us this information and they themselves do not even have it. When we said that we were not confident in using our Citizens account while this was being resolved, we were told that we must continue to use our Citizen 's account in the meantime, or else they will charge us {$12.00} in service fees a month.
Timeline : XX/XX/2022 : Open Account XX/XX/2022 : 1 fraudulent deposit totaling : {$150.00} XX/XX/2022 : 1 fraudulent deposit totaling : {$1300.00} XX/XX/2022 : 8 fraudulent deposits totaling : {$1.00} XX/XX/2022 : 11 fraudulent withdrawal transfers totaling : {$19000.00} XX/XX/2022 : 4 fraudulent withdrawal transfers totaling : {$1.00} XX/XX/2022 : 4 fraudulent withdrawal transfers totaling : {$380.00} Since my wife filed a CFPB report herself, Citizens has reached out only one time. The called the Wednesday before XXXX minutes before the bank and offices closed for the day. We have returned and called back multiple times, leaving messages each time, with no response from the bank official.
Left Messages on XX/XX/2022 XX/XX/2022 XX/XX/2022 XX/XX/2022
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| 10/03/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I have been reporting Citizens Home Loans and Citizens One with the only outcome being that they amp up their erroneous reports to the Credit Reporting Agencies ( CRAs ) as if punishing me for reporting them to the CFPB!
This has been going on since I noticed on XX/XX/XXXX, and most recently, I saw {$1100.00} stolen from my federal credit union checking account and reported it to XXXX, who investigated and saw that it was unauthorized n &, my account was credited & I reissued it on XX/XX/XXXX, but Citizens reported me to the CRAs for non-payment there cashed the check XX/XX/XXXX, and cashed another on XX/XX/XXXX, for XXXX 's payment yet i get daily calls and letters that they did not get the. payment I was harassed daily by Citizens saying they had not received XXXX 's nor XXXX 's payments when they cashed both!
They are stalling, It seems because a month ago I became fearful of foreclosure due to a warning! I called XXXX XXXX XXXX XXXX and their paralegal, XXXX, told me what I knew..the refinanced mortgage I got in XXXX has been paid since XXXX! I paid 4 - 6 times in additional principal so that it would be paid on or before XXXX! I paid extra principal payments for XXXX.mortgage that was paid in half the time, without penalty,! And, since they call, then transfer me, then the person I'm transferred to says it is out of their scope &, escalates my issue, ultimately, starting over saying I owe and I am in error! I get another letter saying they have JUST been made aware .. & around &, around we go!!! Mean! while I pay $ XXXX for three ( 3 ) years beyond what i owe!!
Citizens bombard me with paperwork /documents saying I am wrong and that the mortgage was for {$120000.00} in XXXX when it was for {$74000.00} in XXXX! ( 2 years before the birth of my granddaughter )! Plus, Citizens would not have given me that $ XXXX in XXXX as due to identity theft, my credit score was XXXX! I The paralegal, XXXX XXXX from XXXX XXXX XXXX XXXX could immediately see forged signatures plus Citizens would not have given me ( I DID NOT TAKE ANY OTHER LOANS since XXXX ) they were forgeries!
Citizens Is going in circles while I am still paying a mortgage for years and I want it corrected and marked paid in full!! I faxed, but they would not answer, proof of numerous errors they have made while people from Office of the Chairman swore there was an investigation done yet ultimately they did not and corrected error after error as nor but I am paying three ( 3 ) additional years. & a XXXX XXXX XXXX XXXX not trying to con a bank as they are implying or whatever... it is an error on citizens ' part and i should not have to wait until they solve their error to get vindicated!
With other companies, such as XXXX, XXXX, XXXX XXXX, while investigating, I do not have to pay until the investigation is complete! They ALWAYS FIND IN MY FAVOR! Citizens stated that I am NOT an identity theft victim when every major banking institution sees that I am one and they credit my accounts accordingly! They do not get my emails with evidence nor my Fax also evidence of their errors and I have incurred way too much cost and time already!
Citizens has me buying my house in XXXX of XXXX when I bought it n XX/XX/XXXX! Their errors are excessive, & I have been disputing them, trying to send proof ... &, this is ridiculous! They don't accept my FAX nor emails which I saved the receipts for both!
I will send upon request as I do not know how to send l... but I will attempt to...
I am sending their letters of a mortgage XXXX which is NOT MINE and also letters stating they did not receive XX/XX/XXXX and statements from my credit. union showing i did and also a printout from the same credit union showing duplict34e payments in XXXX.
Citizens, last XX/XX/XXXX, put me in contact with XXXX from the office of Chairman who swore I did not pay on the XXXX of XXXX as fraudulent investigation proved that the representative said would be applied to XXXX 's mortgage but their investigation proved wrong AGAIN when I sent them proof, attached, their statements to me which proves me right ... that they received the payments plus an unauthorized withdrawal by them on the XXXX of XX/XX/XXXX - examples of evidence that their investigations are fraudulent as aforementioned!
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| 10/03/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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My mother and I have shared two checking accounts with Citizens bank, one of which has been established for nearly 30 years. We have had occasional overdrafts throughout usually due to an oversight on our part. We have fortunately avoided that vicious cycle that many people fall prey to when it comes to being charged overdraft fees until recently.
As you will see in the documents I have included for your review, we have been charged nearly {$600.00} in overdraft fees since XX/XX/2023. In other words, in two short months due to the way Citizens bank has slyly, but I also believe deceptively set up their overdraft coverage policy, we have been gorged with {$600.00} worth of fees which made it impossible for us to bring our account into positive territory.
We are not enrolled in their farcical overdraft protection coverage primarily due to the situation that the only source of income which gets deposited into that account is a monthly payment that my mother receives from the XXXX XXXX for survivor benefits for my father 's XXXX service in XXXX. That amount is a meager {$820.00} she receives monthly, and we are quite grateful for it. That amount though does not provide her with any funds that could be held in a savings account which could then be used to cover any overdrafts that may happen in the checking account.
I tried to stop the endless spiral downward of these overdrafts fees from compounding by visiting 2 of Citizens Bank branch locations. One if the Branch managers was kind enough to refund me {$70.00} of the fees, but the other person basically never responded to my requested inquiry. I also spoke with a manager at their XXXX customer service number who listened to me but responded that the one branch manager already did as much as could be done by refunding us {$70.00}. I explained that basically Citizens bank is charging the XXXX XXXX the {$600.00} in fees because that is the only income that gets credited to these checking accounts. My comment did not receive aby acknowledgement by the 1-800 manager at all.
This is where I believe the deception can readily be detected.
According to Citizen Bank description if you are not enrolled in Overdraft Protection- debits made to your account that would overdraft your account due to insufficient funds will be turned away and the holder of the account will NOT be charged overdraft fees. This description can be found on the same website where I login to my account. I have included a screen shot for your review. My question then was if I am not enrolled then why weren't my debit transactions turned away by the bank as the description states. I asked this question at my most recent 3rd visit to a local branch. I was told that since they were pre-authorized debits that is why they were not turned away. This not not what the description of what NOT being enrolled states on the website where I login to our checking accounts as you can see from the screen shot... it states DEBITS will be turned away which includes both pre-authorized debits and POS debits. It does not say only POS debits will be turned away. This is deceptive.
In fact when I did have a POS debits along with pre-authorized debits overdraft my account conveniently Citizens bank rearranged the debits to withdraw the POS debit fund before they posted the pre-authorized debit so that they could charge me a {$35.00} overdraft fee. Please see transactions on XX/XX/2023.
I believe due to the description as it can be seen on the same website that I login to our checking accounts of what NOT being enrolled in their overdraft protection entails, we have been charged {$600.00} in overdrafts fees wrongly.
As will also be seen in our included statement, Citizen Bank can turn away pre-authorized debits. Please see dates XX/XX/XXXX ; XX/XX/XXXX & XXXX, 2023 for examples. When our account was overdrawn by nearly {$500.00}, Citizen Branch reversed pre-authorized debits, in other words they turned them away after their deceptive practices severely overdrew our account. Why then did they turn away the pre-authorized debits and not turn them away when I did not have the funds to cover them in the first place when they were first submitted to my bank before they piled on their overdraft fees.
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| 08/01/2017 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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Citizens One Home Loans has consistently misapplied my mortgage payments and used deceptive practices. I am a XXXX year old woman attempting to pay my loan off. I have consistently paid my mortgage payments on time each month. In an effort to pay off the loan, I have made several extra payments over and above the normal mortgage payment amount. Previously I sent in 2 separate checks. One for regular payment and one check for over and above and SPECIFICALLY outlined that this amount was to be applied for principal only. A Citizens One Home Loan representative informed me that I did not need to submit two checks but instead submit one. That is when I complied and began sending one. It appears to me that is when the problems began. Even though I began sending in a single check, I continued writing for loan AND principal not only on the remittance slip but also on the memo line of the check. Over time I began to notice that the amount of my loan did not appear to be decreasing as I expected with extra payments. This is when I began to look at my monthly statements to discover why. I found that numerous payments had not been applied to principal ONLY ( as I had written on not only the remittance slip but also on the memo line on the checks. ) Therefore, there should not have been a question as to how payments should have been applied. When I noticed the errors, I began calling to complain and ask why this had been done. I was told by customer service agents as well as the supervisor that I should have caught this before and they could not go back one year to check the errors. The supervisor, XXXX XXXX, also told me that if they corrected the error, I would be behind 2 months on my loan leading me to foreclosure. She also stated my default would be reported to the IRS and Fannie Mae. I began receiving automated calls stating that my loan payment was late. I also received correspondence via mail stating that I was late making loan payments. I was told to send in payment in excess of my normal payment. This has caused lots of fear, trepidation, and anxiety. I have made numerous, numerous calls to customer service trying to get assistance and all I am told is that they are working on it and will call me back. They never call back. When I try to speak to a supervisor no one is available. I finally wrote a certified letter to XXXX XXXX XXXX, VP of Mortgage Services. I received a letter saying they are working on it. Listed below are some of the errors I have discovered, there may be more : XX/XX/XXXX XXXX payment made- {$100.00} to principal-not applied XXXX XXXX payment made- {$100.00} to principal-not applied XXXX XXXX payment made- {$6000.00} to principal- not applied XX/XX/XXXX XXXX payment made- {$500.00} to principal-not applied XX/XX/XXXX full payment XXXX paid- {$37.00} escrow overage not applied XXXX XXXX payment made- XXXX to principal not applied XXXX XXXX late fee charged XXXX XXXX late fee charged Customer service representative states late fee is because I sent my payment for next month in too early and it did not register in system and was perceived as late. So 2 sets of late fees in one month. Because these payments were not applied as indicated by me the extra payments went to interest and escrow. I want this corrected as soon as possible so that I may see clearly my pay off amount. It appears as though no one is willing to help. I have requested a full audit dating back to XX/XX/XXXX based on these newly discovered errors and was told they do n't audit themselves. They only investigate what the customer asks them to. I was asked why had n't I kept up with my statements as if this were all my fault. This company is very dishonest. Please help me to get to the bottom of this mess. I do not want to lose my home that I have worked very hard for. I feel as if they are taking advantage of me because I am a senior citizen. I have been calling Citizens One Home Loan for 1 year now to no avail. They are very aware of the situation because when I call, the customer service rep gasps when they see the notes and the mess that has been made of my loan account and I get the same pat answer we are working on it. Anything you can do or any answers you can obtain would be greatly appreciated.
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| 07/29/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
Older American, Servicemember |
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XX/XX/2023 To Whom It May Concern at the Consumer Finance : I am submitting this complaint because I had a check that I sent in the amount of {$2000.00} for payment on my XXXX XXXX XXXX XXXX. This payment was never received by XXXX XXXX. The following is a chronological history.
1. The payment was sent on XX/XX/2023 2. On XX/XX/2023 XXXX XXXX sent me an email reminding me that my payment was due on XX/XX/2023.
3. I called XXXX XXXX and informed them that I had sent the payment on XX/XX/2023.
4. They informed me that the still hadnt received it. I said I would check back on the due date and if they still hadnt received it I would pay it over the phone.
5. On XX/XX/2023 I called XXXX XXXX back and they still hadnt received the payment so I paid it over the phone ( {$2000.00} ).
6. On XX/XX/2023 my account showed a second debit to my account of {$2000.00} on my Citizens account.
7. I called Citizens and explained the situation. The check showed that the money was deposited to a XXXX XXXX account at XXXX XXXXXXXX XXXX XXXX XXXX XXXX DE. ( copy of check included in attached documents ) 8. Citizens Bank Claims Department sent me a form ( Declaration of Unauthorized Endorsement- Altered Claim number XXXX ) which I filled out and returned on XX/XX/2023.
9. When I contacted Citizens Bank regarding the form they said that they would need XXXX XXXX to sign the form stating that they had not received the funds. I questioned why XXXX XXXX would need to get involved since they hadnt received the funds, but Citizens Bank insisted that they needed to sign the form.
10. I started trying to contact someone a XXXX XXXX who could sign the form as Citizens Bank had requested. After week or two and going through multiple departments at XXXX XXXX, I finally got through to someone in XXXX XXXX Payment Investigation who said they would investigate whether this could be done. On XX/XX/2023 I received a letter from XXXX XXXX saying that they would be unable to sign the form and referred me back to Citizens Bank.
11. I contacted Citizens Bank Claims Department and explained that XXXX XXXX wouldnt be able to sign the form.
12. Citizens Bank Claims Department manager ( XXXX XXXX ) said that I should document this on the Declaration of Unauthorized Endorsement- Altered form I had sent earlier and resend it to them, which I did through the Citizens Bank branch office in XXXX , Ma .
13. On XX/XX/2023 I received a letter from regarding Citizens Claim Number XXXX stating that I didnt have to do anything and they would contact me when the investigation was complete. They ( Citizens Bank ) originally told me that this might take 6 to eight weeks.
14. When the 8 weeks came and went, I called Citizens Bank Claims Department and they said that XXXX had opened a claim XXXX and they were still waiting on XXXX XXXX
15. I went to the Citizens Bank branch office in XXXX, Ma. and asked how I could escalate this. They put me in touch with XXXX XXXX ( XXXX ) at the office of the Chairman at Citizens Bank and she has been trying to move this along.
16. This issue has been going on now for almost 7 months and Im very concerned about my money being returned. My most recent contact with Citizens Bank was yesterday ( XX/XX/2023 ) when XXXX XXXX from the Office Of the Chairman ( Citizens Bank ) called me back to inform me there has been no progress and that they were still waiting on XXXX Citizens Bank Contacts XXXX XXXX ( Office of the Chairman ) XXXX XXXX ( Manager Citizens Bank Claims Department ) XXXX XXXX XXXX XXXX Citizens Bank XXXX Ma. branch Office ) XXXX Also, I have attached all the documents that I have received and passed on to Citizens Bank.
Lastly, I have had numerous calls with the representatives from Citizens Bank, XXXX XXXX and although Ive tried I could not get through to anyone at XXXX who could help me. In my conversations with Citizens Bank they are telling me this is being held up by XXXX. I would like to get my money back as soon as possible and would also like for the Consumer Finance team to let me know what my rights are as well as Citizens Bank responsibilities to make me whole again.
Please let me know if you have any questions or need any additional information.
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| 10/18/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XX/XX/XXXX To whom it may concern : On XX/XX/XXXX, I closed my mortgage with Citizens bank. Prior to that, I submitted all the documentation that was required for the closing, including my insurance coverage. A couple of months later, Citizens bank has been sending notifications that they have not received my home insurance for wind and flood. I contacted my carrier and had them upload to Citizens Bank website a copy of the insurance, including wind and flood. Citizens Bank confirmed that they received the information.
All was well, until XX/XX/XXXX when Citizens Bank charged my account {$2700.00} for a mortgage payment that should have been {$1800.00}. My principal amount is usually {$510.00}, XXXX is {$480.00}, Escrow ( Taxes and Insurance ) is {$880.00}. Since XXXX, my Principal amount was adjusted to reflect {$510.00} ( with a fixed mortgage rate ), Interest was {$470.00} and Escrow jumped to an all-time high of {$1700.00}.
I contacted the bank because they took {$900.00} additional out of my ( One Deposit Checking account ) and added it to the monthly mortgage payment of {$1800.00}. I visited the branch in XXXX, Connecticut to try and clarify the reason for the sudden increase and withdrawal of my cash reserve. I was told I did not have insurance and therefore, they were using my Escrow and my other accounts to satisfy their claim. I contacted the insurance company, and they submitted the insurance documents again. I received a letter saying, Thanks for providing evidence of my property insurance policy, this letter was dated XX/XX/XXXX. In the same letter, second paragraph, they said, and I quote, Our records indicate that there is a lapse in coverage from XX/XX/XXXX to XX/XX/XXXX. ( See letter attached ). I requested that the insurance company send another copy of my insurance policy beginning from the date of closing until present. Citizens Bank reimbursed my Escrow account {$680.00} on XX/XX/XXXX.
In XXXX, I was then billed as my mortgage payment, {$2700.00} again with the same complaint that I do not have insurance. This time, the total amount taken out of my account was {$2000.00}, plus a service charge of {$30.00}, and an overdraft amount of {$170.00}, and an overdraft fee of {$12.00}. My XXXX mortgage payment was increased from XXXX to XXXX which is an additional {$170.00} ( from my One Deposit Credit account ), plus the {$720.00} from my Escrow account.
I uploaded my insurance documents from the day of closing to present on the Citizens Bank website. I called Citizens Bank on Friday XX/XX/XXXX and was yelled at by more than one employee from the insurance department and mortgage department, respectively, for saying, that they drew money out of my checking account to satisfy insurance payments for my mortgage. I was told by the mortgage department that they sent out an escrow analysis showing that my escrow is low and thats why my mortgage was increased. There has not been a lapse in my insurance from XX/XX/XXXX to present.
There is no increase in my interest rate, no increase in taxes, no increase in insurance payments, then why is escrow increased and ultimately the mortgage payment? My stress increased causing my XXXX XXXX to increase because now I can not afford my mortgage payment. I am a single person ; I do not have a second income. I just moved here and bought this house. My husband served in the military for 23 years and now hes dead and they are trying to harass me. I am not a thief ; I work very hard for my money. I am also a front-line worker. This American dream is becoming a nightmare. I think this Bank has targeted me and they are trying to make me lose my house. Now they are flooding me with requests to refinance and get rid of FHA. All the requests have been to increase my interest payment and to eliminate the first year of my mortgage payment history. At this time, I do not wish to refinance my home.
I would like my full escrow reimbursed so that it can pay the taxes when they are due. I would also like all funds and fees that were taken from my One Deposit Checking account to be refunded before I close the account. I would also like my mortgage payment readjusted to reflect the {$1800.00}.
Thank you, XXXX XXXX
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| 02/09/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Please see the emails below. I had originally applied for a Home Equity Loan at Citizen 's Bank in XXXX for the amount of {$50000.00}. I was told I needed a full appraisal to complete this transaction. I had the appraisal done on XX/XX/2023 and on XX/XX/2023 was notified that I was in the final review and my Home Equity Line of Credit was for {$60000.00}. This was {$10000.00} than I originaly requested. I was told by the appraisor that he would have it to the bank the following day. They emailed me two weeks after my appraisal was completed. After that email I waited and waited and waited. I emailed Citizens Bank today, XX/XX/2023 and got the reply below. No professionalism, no explanation for why it took so long to contact me, and nothing telling me why I would get the preapproval fr more than I requested. XXXX XXXX is unproffessional and is incompetent at his job along with XXXX XXXX XXXX
XXXX, XXXXXXXX XXXX XXXX XXXX ( 19 minutes ago ) to me, XXXX, XXXX Apologies XXXX, The appraisal came back short so we were unable to proceed with the HELOC application. Value came in at {$270000.00}.
XXXX x XXXX XXXX = {$230000.00}. {$230000.00} - {$230000.00} ( mortgage balance ) = {$910.00} Sorry we could not be more helpful.
XXXX XXXX XXXX XXXX XXXX XXXX # XXXX Citizens One Citizens Bank XXXX XXXX, RI XXXX XXXX : XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Email : XXXX For more information about your new Citizens HELOC, please visit the HELOC Customer Resource Center.
From : XXXX XXXX XXXX Sent : Thursday, XX/XX/2023 XXXX XXXX To : XXXX, XXXX XXXX Cc : XXXX ; XXXX, XXXXXXXX XXXX XXXX Subject XXXX Re : Status of your Citizens Bank Home Equity Application # : XXXX XXXX XXXX This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
Good afternoon, I am reaching out to check on the status of our HELOC application. We were told it was submitted for final review and in the last stage of the lending process. Would you have an update on when we should be expected to close on this loan?
Thank you very much, XXXX XXXX On Tue, XX/XX/2023 at XXXXXXXX XXXX XXXX XXXXXXXX XXXX wrote XXXX XX/XX/2023 Application # : XXXX Dear XXXX and XXXX XXXX, Great news, youre almost there! Your Home Equity line of credit application ( XXXX ) has been submitted for final review and is in the last stage of the lending process! I would like to take this opportunity to review important information with you regarding what to expect once your application is ready to close.
Your new line of credit will be : Approved amount- {$60000.00} Rate variable based on XXXX XXXX %. This rate includes all applicable discounts.
New minimum monthly payment will be Interest Only As a reminder, the annual fee for our standard HELOC is {$50.00} ( waived for the 1st year ). The annual fee is waived if you maintain a XXXX XXXXXXXX Checking or XXXX XXXXXXXX Checking account on the anniversary of your credit line when the annual fee would be assessed.
Once the application is approved, a representative from our Closing team will be contacting you to schedule your closing. After the closing takes place, you will have a 3 day Right of Rescission ( not applicable for second homes ). On the fourth business day you can access your funds several ways : Online or Mobile Banking ( must be established in advance ) If you requested advance of funds from your HELOC to a Citizens deposit account when scheduling your closing Visit a branch You may also access your HELOC by using checks that will arrive in 7-10 business days.
For more information you may visit the HELOC Customer Resource Center.
We will email a post-closing survey to ask for your rating of your overall application process. I would be grateful if you could take just two minutes to complete the survey and provide any feedback you may have.
Please let me know if you have any questions and thank you again for choosing Citizens.
XXXX Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX : XXXX XXXX XXXX XXXX Email Address : XXXX XXXX
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| 10/28/2023 |
Yes |
- Checking or savings account
- Other banking product or service
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- Opening an account
- Unable to open an account
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Web |
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I opened a checking and savings account online on XX/XX/23 with Citizens Bank. While setting up that account, I also set up a {$550.00} dollar transfer from a XXXX XXXX account. I also signed up for the mobile banking. Then my account got blocked and was no longer able to access my online bank and everything was put on hold, including the transfer. I called customer service who informed me that I needed to go inside the branch and show a proof of address. I scheduled an appointment for that same day. I called the branch 30 minutes before my appointment just to make sure that I was bringing in the proper documents. They informed me that their system had been down for hours and they were not going to be able to see me. XX/XX/23 I walked into the branch, waited in line for over 30 minutes and was told that I could not be seen since I did not have an appointment. I immediately scheduled an appointment for XX/XX/23 with the branch manager XXXX XXXX. I showed up for my scheduled appointment and had to wait in line for over 30 minutes. It seemed as if the Manager was talking first come first serve, although I had just gotten turned away 2 days prior for not having an appointment. When it was my turn the manager immediately told me that she couldnt help me with my issue because she had other appointments to get to. She reluctantly took me but I didnt have the right document. I scheduled another appointment for later that same day to provide the proper documentation. When I came back I waited in line for over an hour and 15 minutes. The manager brushed me off to one of the regular tellers who kept having to ask her for her help. The teller verified my address on the computer but didnt even look at the document that I was told I needed to bring in. My account was locked for 2 days after this date. I called customer service and they advised that I had to speak with them and a branch representative at the same time in order to rectify my issue. I scheduled an appointment on XX/XX/23 at XXXX with XXXX XXXX so we can call customer service together as advised and just quickly verify my identity and address. I show up to my scheduled appointment and have to wait over 20 minutes. When it is my turn, I explain to XXXX XXXX whats going on and that we have to quickly call customer service in order to unblock my account. Before I could even finish my statement, she cuts me off by telling me that she can not help me because she has other appointments to tend to. I explain to her that I have a scheduled appointment with her and I refuse to be brushed off for the third time at this point. I explain that my appointments are not being honored and my issue is unresolved. She proceeds to tell me that it is my fault for opening an account online and not in the branch. She repeatedly said she was not helping me because the branch was short staffed and tried to take the next customer while I was still sitting in front of her asking her to honor my 30 minute appointment slot. She demanded that I push over to the side and she would have another teller assist me but I had to wait. When I moved aside so she can take the next customer and so I can reach a customer service rep on the phone, she started to talk about me and mock me to her coworkers and the next customer right in front of me. She even said Look at you, still need my help? Trying to humiliate me for still needing assistance after being rejected by her. When I finally got hold of a customer service representative, she was ignoring me while I was asking for help. One of the tellers ended up trying to help me to the best of their ability but my account is still locked. I tried calling customer service again after leaving the branch. They tried to call the branch on three way to try to get it resolved but they were hung up on by the branch manager. That customer service representative put noted in the file about the unprofessionalism. I filed a formal complaint with Citizens Bank but my issue is yet to be resolved and I have a {$550.00} transfer on hold. I feel embarrassed, ridiculed and belittled after leaving the branch. XXXX XXXX was the most unprofessional person I have ever encountered in my entire life.
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| 02/18/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem when making payments
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Web |
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I have an unsecured consolidation loan w/ Citizens bank that was opened in the last 2 years for $ XXXX w/ $ XXXXpayment w/ my wife as a cosigner. This loan was initially and has always been serviced by XXXX XXXX. It was setup w/ a direct debit ( ACH ) from my savings account and for the first year or so was paid as agreed. In XX/XX/XXXX I sold a truck which had a $ XXXXpayment and in XX/XX/XXXX my wifes car w/ a $ XXXX/payment will be paid off. During XXXX we had some insufficient funds transactions that resulted in ACH missed payments. The relationship between Citizens and XXXX was always confused. There were times when I would return a call from Citizens & or XXXX to make a payment after a missed ACH and they would tell me the loan was current. On Thursday XX/XX/XXXX I called Citizens Bank/XXXX & spk w/ XXXX XXXX to make a payment and start the process of getting caught up. She advised me the account had charged off and I need to contact XXXX XXXX XXXX. I advised I was not comfortable dealing w/ a third-party debt collector and wish to pay Citizens bank directly she couldnt accept my payment. She stated the loan was charge off on XX/XX/XXXX by Citizens and that was early because the loan had not yet reach 120 days past due, and she suggested that we bring on XXXX. I agreed and she joined XXXX/XXXX ph # XXXX, who said the charge off was authorized by Citizens bank on XX/XX/XXXX and XXXX officially sent to XXXX XXXX XXXX on XX/XX/XXXX and that I needed to speak w/ them. I again expressed that I wasnt comfortable dealing w/ a third-party collection agency, but still XXXX couldnt help me. She did say another collections department at Citizens may be of assistance at XXXX. I then asked to speak w/ a manager at Citizens bank and XXXX brought on Manager XXXX , but he refused my payment, I asked for his supervisor and was told that person couldnt come to the phone, but they could have them call me w/ in 72 hours. I have received no return call as of XX/XX/XXXX. To all three individuals I expressed all of the above of about freeing up cash flow and I was prepared to bring this loan current in short order and honor the term of the original loan and that my loan be reinstated as only 7 days had passed since the charge, again XXXX refused my payment and told me I had to deal w/ XXXX XXXX XXXX ph # XXXX and that Citizens nor XXXX could assist me further. I then called XXXX XXXX XXXX, and the representative stated I needed to settle the $ XXXX balance w/ them and suggested that I settle for an immediate {$12000.00} payment. I advised I couldnt pay that and wouldnt be doing so soon, the representative chuckled and said well that might be your opinion. I advised I wanted to deal directly w/ Citizens bank and the representative hung up on me. I called Back Citizens directly/XXXX spk w/ various managers advising I was not comfortable dealing w/ their 3rd party debt collector/suto law office and explained the immediate demand and the hang up. Citizen refused to help me and told me I need to deal w/ XXXX . I am ready to make payments to them immediately and bring my account current quickly ( I have advised them of this ). On Monday XX/XX/XXXX I called back Citizen bank again requesting to speak w/ a manager. I inquired about the 72-hour manager call back and they couldnt speak to that return call. I asked again for consideration on accepting my payments, but they again refused. I then requested a pay history since loan inception. They advised I needed to contact XXXX for the pay history online. I made the request with XXXX & have not received it. I am requesting Citizens bank reinstate my loan and I will catch up on pass due payments in the next 45days and ensure all future payments are made on time. I think Citizens being a very large institution can work w/ me here, especially since when I was advised of the action the XXXXhird party had only been engaged in the prior seven days and that over the course of the loan there were times I could have made payments after a missed ACH but was told by either Citizens or XXXX that I was not overdue and didnt need to make a payment. I have made this request but Citizens bank in refusing to help me,
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| 01/21/2019 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Banking errors
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Web |
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Dear Sir or Madam : I am writing to express my concern and dissatisfaction over Citizens Banks role in the estate of my late grandmother, XXXX XXXX XXXX, who owned three accounts at Citizens Bank when she passed away. Specifically, Citizens Bank made inaccurate and inconsistent written representations regarding the ownership of my grandmothers accounts, which became the crux of extended litigation at her passing and which resulted in me having to incur legal fees in excess of {$23000.00}. I believe that much of the litigation could have been avoided had Citizens Bank provided accurate information.
My sister, XXXX XXXX, and I were statutory distributees of the estate of our grandmother, XXXX XXXX XXXX, and therefore, we were entitled to be provided with information relating to any financial accounts our grandmother may have owned ( individually or jointly ) during her lifetime. Therefore, at the onset of the administration of the estate, we requested that the executors of her estate provide us with information regarding her Citizens Bank accounts, for the purpose of determining whether such accounts should be treated as estate assets.
We were provided a copy of a letter from Citizens Bank dated XX/XX/XXXX, signed by XXXX XXXX, the XXXX Branch Manager, which states that all three bank accounts owned by XXXX XXXX XXXX were held jointly with XXXX XXXX, XXXX XXXX, and XXXX XXXX. A copy of the XX/XX/XXXX letter is attached.
Initially, we were concerned because the statement that there were three other co-owners on all of her accounts was inconsistent with what we had previously known and because the statement was prepared by XXXX XXXX, who is married to a relative of our family. I personally visited the XXXX XXXX and asked Ms. XXXX to confirm the veracity of the letter. She was evasive and only confirmed that it was her signature on the letter.
As a result of our concerns, we were forced to commence a proceeding in XXXX Court pursuant to XXXX Court Procedure Act requesting that the Court order the executors to provide supporting documentation to support their assertion regarding the ownership of the decedents bank accounts. The Court granted our petition and entered a decree on discovery dated XX/XX/XXXX and ordered the Executors to provide us with the requested information.
In response to the Courts Order, we were provided a letter from XXXX XXXX of the Office of the Chairman of Citizens Bank dated XX/XX/XXXX, which states that on XX/XX/XXXX, XXXX XXXX XXXX was removed from the accounts ending XXXX and XXXX. XXXX XXXX XXXX and XXXX XXXX XXXX were then added as joint account holders to all of the aforementioned accounts. The letter states that the account changes were made on XX/XX/XXXX ; however, the signature cards that were provided are dated XX/XX/XXXX.
Notably, there is no mention in Ms. XXXX letter that XXXX XXXX was a joint owner on any of the accounts which directly contradicts the letter dated XX/XX/XXXX from XXXX XXXX, the XXXX Branch Manager. A copy of the XX/XX/XXXX letter is attached.
We were also provided statements for Citizens Bank account ending XXXX that do not support either the XX/XX/XXXX letter or the XX/XX/XXXX letter. Rather, the statements showed that the account was held by XXXX XXXX and her husband, XXXX XXXX, for the entire requested period through XX/XX/XXXX. It is not until the XX/XX/XXXX statement, after the death of XXXX XXXX, that XXXX XXXX name had been removed from the statement and that XXXX XXXX and XXXX XXXX appeared on the account statement as co-owners.
In light of these inconsistencies, we were forced to commence a second proceeding in XXXX Court requesting that the Court hold a hearing on the status of the ownership of the Citizens Bank accounts and ordering the executors to return the accounts to the estate to be distributed in accordance with our grandmothers Will.
The parties ultimately settled the matter without having to proceed to a full hearing on the issues. Again, however, I strongly believe that had Citizens Bank provided accurate information from the beginning, I would not have had to incur legal fees to obtain the correct information.
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| 09/12/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/22 I attempted to make a cash deposit of {$170.00} to a Citizens Bank ATM located within XXXX XXXX XXXX in XXXX, MA. I deposited the cash and the machine began counting the money. This process seemed to be taking a little longer than usual and than the ATM popped a command prompt error message and than shut down. The ATM hung there for a moment and than seemed to go into a booting screen/animation of some sort. I waited for several moments but it didn't seem to be coming back on. I went to the XXXX XXXX XXXX customer service XXXX ( it was Sunday and the Citizens Bank within the XXXX XXXX XXXX was closed ). I told someone at the desk what had happened and he responded that the XXXX XXXX XXXX didn't have anything to do with the bank and I would have to call the hotline. So i dialed the Citizens Bank phone number and after several prompts was told by the automated response that the current wait time was over an hour long. I went back to the ATM and the screen still showed the same booting animation. So i went back to the customer service desk and asked for a XXXX XXXX XXXX manager. They told me the same thing the employee told me, id have to call the hotline. So i went back to the ATM checked one last time and there had been no change to the screen. Frustrated I unfortunately had to leave as I had no way of knowing how long it would take for the ATM to come back online or what had happened to my funds. I went home and called the Citizens Bank phone number and waited for over an hour for someone to answer. When they finally did, I explained the situation to them and gave them my info. At that time the {$170.00} was not shown to have been deposited into my account. They filed a claim for me, told me I would most likely get a credit put into my account, and should see it in a few days. A few days later a credit for {$170.00} showed up in my account. I assumed the problem was resolved. Than on XX/XX/22 I got a letter from Citizens stating the investigation had been completed, they found no error, and the credit of {$170.00} would be taken out of my account on XX/XX/22. I called the Citizens Bank phone number again right away. After another hour long wait I got a representative on the line who couldn't hear me over the phone and hung up on me. So at my wits end, the next monday I was forced to take my morning off of work losing valuable hours/pay and go into the Citizens Bank XXXX XXXX XXXX & XXXX where the incident had taken place. I talked to a manager who told me there was nothing he could do and i would have to call Citizens again. I refused telling him what had happened when i tried and eventually he took me into his office. He called through a employee line and while he was waiting to connect he checked the ATM logs. He told me he didnt see the bank being out of balance that week that the incident took place. The manager mentioned that what might have happened was when the ATM came back online the {$170.00} was spit back out and someone probably took it. Of course at the time I had no way of knowing that would happen or when the ATM would come back online if at all. When he got through to Citizens he explained what was going on and they told me they had sent out a letter requesting more info, which i never received, and that he would fax over the form for me to fill out there. I filed out the info, which honestly didnt make sense as it was the same exact info i had already given during the initial complaint. The manager faxed over the form saying the claim would be escalated and relooked at. On XX/XX/22 I got another letter stating Citizens had conducted an additional review of my claim and the original decision stands and that my claim would remain denied. This makes very little sense to me as if they had looked at the security cameras it would clearly show me there that day making a deposit as well as some indication in their system that the ATM encountered an error that day and shut down. Which i would have no way of knowing unless i was there at that time making a deposit ... which never showed up in my account. Thus leading me hear to file this complaint.
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| 02/14/2019 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Servicemember |
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My problem is with my bank, Citizens Bank, NA, I have a joint checking account with them and have requested and opted out of over draft coverage ; however, the bank at their choice ( see emailed response to me ), can choose to pay bills set up on ach even though there is no money in the account and for which they can then charge me a {$35.00} over draft fee and after every 5 days another {$30.00} for sustained overdraft. This is totally unfair. My other online account rejects such transactions and the vendors will resubmit those ach transactions 5 to 10 days later when there is funds in the account at which time they are covered. That account is with XXXX XXXX and I love that they reject payments when I don't have enough money. Citizens bank, on the other hand, pays these things and charges me money. They just did this over the past week or so and charged me {$230.00}. This is outrageous! I sent them an secure message to complain and they responded with the following : " Dear XXXX, Thank you for your recent inquiry regarding the Sustained Overdraft Fee.
Although you have chosen not to enroll in Debit Card Overdraft Coverage for ATM and debit card transactions, your account can become overdrawn by checks and pre-authorized payments.
Every Citizens Bank checking account automatically comes with Check and Pre-authorized Payments Overdraft Coverage. With this service, we may approve and pay at our discretion checks or pre-authorized debits that overdraw your account, and charge you an Overdraft Fee, so that you can complete your transaction and your payments are made. A Sustained Overdraft Fee may be assessed if your account remains overdrawn.
Here is how it works : If your account remains overdrawn for four consecutive business days, on the fifth business day we will charge a Sustained Overdraft Fee of {$30.00}. An additional {$30.00} fee will be charged on the eighth business day if your account remains overdrawn for seven consecutive business days and on the 11th business day if your account remains overdrawn for 10 consecutive business days, up to a total of {$90.00}.
The Sustained Overdraft Fee will not apply when ATM and everyday debit transactions are the only transactions in your overdrawn balance. If your overdrawn balance is reduced to only the ATM and everyday debit transaction balance, we will stop charging the Sustained Overdraft Fee and reset the consecutive business day counter.
If you have additional transactions that are not ATM or everyday debit transactions that are paid against your overdrawn account after we stop charging the sustained fee, the consecutive business days counter will restart at day one and may continue up to the maximum.
If you have any further questions or concerns, please contact us via email or by calling our 24-hour Customer Service Center at XXXX.
We value you as a customer and appreciate your business. Thank you for choosing Citizens Bank.
Sincerely, XXXX XXXX.
Email Team Advocate '' It should not be their choice how and to whom and for what bills I pay. That is my choice. I am going to change banks because of this and close the account, but this really hurts their customers and does not help people who are already struggling to pay their bills. Emphasis on paying my bills, I pay them and decide when to pay them. The bank should only be covering items submitted when there are funds available, especially when the customer opts out of over draft coverage. In addition, they then also choose which bills to return nsf and charge me another {$35.00} to do that, so now I pay {$70.00} per NSF for the ones they return and {$35.00} for the ones they pay. This incident cost me a total of {$340.00} for them to pay 5 items and then they charged me 2 sustained overdraft fees of {$30.00} each and another {$100.00} again for 3 of the original 5 bill paid to return those NSF.
XX/XX/19 service charge {$30.00} sustained OD XX/XX/19 fee {$70.00} returned items XX/XX/19 Fee returned item {$35.00} XX/XX/19 service charge {$30.00} XX/XX/19 Fee overdraft {$2.00} at XXXX {$70.00} XX/XX/19 Fee {$100.00}, 3 overdraft Thank you.
XXXX XXXX
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| 06/06/2019 |
Yes |
- Debt collection
- Other debt
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- Written notification about debt
- Notification didn't disclose it was an attempt to collect a debt
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Web |
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On XX/XX/XXXX I contracted XXXX security system to install an alarm system. Over the phone, XXXX said I could finance the purchase of my alarm system equipment over 60 months and wrap up my monthly security service and equipment payments into a single payment that could be setup with an autopay on my Master Card. XXXX never sent me a copy of the service contract in writing nor do I see any contract on my login online. I began getting a monthly autodraft against my Master Card for the XXXX XXXX XXXX and a separate email request for payment for the equipment from a bank named Citizens Bank via a " Citizens One Personal Loan ''.
On XX/XX/XXXX I called XXXX and was told the equipment portion was financed by Citizens Bank and my payments for the equipment should go directly to Citizens Bank. I told Vivint this was confusing as I was told I would get one bill month monthly for service and equipment and after 60 months ( after final payment for equipment ) I would only be billed for service.
XX/XX/XXXX After receiving monthly emails from Citizens Bank ( XXXX or call XXXX ) looking for monthly " loan '' payments, I contacted Citizens Bank to set up an autopay for the monthly payments. I was told they could not set up the payments using my Master Card. I was lied to by both XXXX and Citizens Bank. I paid for what I owed at the time via my bank account.
XX/XX/XXXX I set up an online " Loan '' access via XXXX to set up an autopay using my Master Card. The system would not let me set up an autopay.
XX/XX/XXXX I called Citizens One Personal Loans at XXXX to pay off the entire balance of my " loan ''. I was told my " loan '' was in " Asset Recovery ''. I spoke to XXXX-Citizens One Bank and XXXX-Citizens Bank Asset Recovery. Upon paying by balance due in full via my checking account, I asked them for a receipt, statement or letter from the Bank that stated that my account was Paid in Full or something that said my balance was XXXX and that I no longer owed the bank anything. I was told the bank could not provide anything like that. They told me to contact XXXX for a Paid in Full receipt. I called XXXX and XXXX told me the bank should provide a Paid in Full receipt. Citizens Bank told me I would receive a " Receipt '' of my payment but it would Not say my balance was XXXX. They said " they '' would contact XXXX to let them know the equipment was paid for.
I told Citizens Bank any legitimate bank provides a receipt, letter or statement that confirms an account is paid in full. A simple Paid in Full receipt/letter/statement should be mandatory.
Is this a bank with shenanigans going on here? They're looking a little shady. I hope my account is paid in full.
I would like a statement or letter from Citizens Bank in writing that states my Name and Loan Number is paid in full with a XXXX balance.
XX/XX/XXXX I made my payment in full on XX/XX/XXXX via XXXX and tried to access my online account with the bank to confirm my balance is XXXX. I no longer have access to my online account as it has been shut down. I called Citizens Bank Asset Recovery service number XXXX and spoke with XXXX-Supervisor Employee # XXXX to verbally verify my account is paid in full. XXXX noted that my payment in full was received and would take 10 business days to post to my account. XXXX told me to call back in 10 business days to verbally verify my account balance was XXXX. I was told by XXXX that XXXX and XXXX are set up paperless. I asked XXXX if I would receive a paperless receipt/statement/letter via email or text that verified that my account balance with Citizens Bank is XXXX. XXXX told me that Citizens Bank does not provide anything in writing that confirms an account balance is XXXX. XXXX informed me that the only way to verify an account balance is XXXX is to call Citizens Bank and get verbal confirmation. I told XXXX I have taken loans at other banks and regularly receive credit card statements electronically that verify my balances are XXXX and I find it strange that Citizens Bank does not operate that way. It is just good practice to provide the customer with a confirmation of account balance.
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| 04/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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2 issues Payment deferral and handling of my payments.
My mortgage is with Citizens One. XXXX of XXXX, I applied for a payment deferral. XXXX doesn't offer that to start, the borrower has to go through a forbearance first and then the borrower is reviewed for possible loss mitigation options, payment deferral being one of them. I agree to a 3 month forbearance. At the end of XXXX I call and request to be reviewed for a payment deferral. I am approved and sent an approval letter on XX/XX/XXXX. I called after receiving that letter XXXX I don't have that date written down ), I was told it takes 30 to 45 days to process in their system from approval date, as they are back logged. I call XX/XX/XXXX, I was told my approval still has not been updated in the system. I was also told that it would take 30 to 45 days from XX/XX/XXXX to process it. I called on XX/XX/XXXX to make a payment. After I made the payment I checked on the status of my deferral. I was told it was still in process. This has been over 2 months since my approval letter. Other lenders process the same day or with in a week XXXX XXXX note, I work for a XXXX XXXX company and we don't have this issue ).
Another issue is the handling of my monthly payments. When I entered the forbearance plan, I needed to defer 3 monthly payments. I missed XXXX, XXXX and XXXX payments. My first payment after was on XX/XX/XXXX, {$2200.00}. I made other payments, in the same amount on XX/XX/XXXX and XX/XX/XXXX. So I have made 3 payments, {$2200.00} each, for a total of {$6700.00}. While my deferral is being processed, Citizens keeps me in a forbearance plan. While in the forbearance plan, my payments are not applied to my loan, but put into a suspense account ( which is fine ). On XX/XX/XXXX, I called to make my payment. I don't how or why I asked them, but I asked for the total in my suspense. I was told the total is {$6200.00}. This is less than the 3 payments I have made, a difference of {$470.00}. I asked them to look through the payment history for any transaction that showed an amount of {$470.00}. The rep told me that she didn't see anything in that amount. She claims that amount will re-APPEAR in my suspense account when the system has processed my deferral. ( I work for a XXXX XXXX company, this is not how it works. My company runs the same platform they do, XXXX XXXX XXXX. Funds don't just disappear, they are accounted for in a payment history ). I didn't argue with her, I told her thank you and we ended the call. I also requested a copy of my payment history to verify this.
To add onto this, there was an issue with my escrow shortage. I paid the shortage and extra, in the amount of {$1700.00} on XX/XX/XXXX. It was mistakenly applied to my principal instead. I found this out on XX/XX/XXXX after I saw that my app showed a principal application. The rep stated she could fix it and it would take a few days to correct. I call on XX/XX/XXXX, to verify the funds have been applied to my escrow. The rep told me nothing has been done and the call on the XXXX, nothing was done. The rep told me she would fix it. On XX/XX/XXXX, I called and I was told that the funds of {$1700.00} have been applied to my escrow. I received a letter dated, XX/XX/XXXX, that Citizens received my escrow shortage payment. ( So I thought I was done ). I called XX/XX/XXXX because something didn't feel right. I was told that the escrow payment of {$1700.00} was never applied to my escrow and was still applied to my principal. The rep said they would fix it and it would take a few days. I called on XX/XX/XXXX. The rep stated the amount of {$1700.00} was corrected and applied to escrow on XX/XX/XXXX. Back to my payments. I am concerned that funds were taken from suspense to cover an escrow shortage when my actual escrow shortage funds were misapplied to principal.
( When the rep stated the funds were being applied to escrow, someone missed a dollar, the amount of {$1700.00} is not a typo. This what the moved. It is just a dollar, but it is concerning on how they might possibly handling my other payments and that {$470.00} is missing from suspense. )
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| 06/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XX/XX/XXXX To Whom it may concern, I would like to initiate a formal complaint against Citizens Bank Inc. for their predatory banking practices and failure to comply with Federal Banking under the COVID19 Cares Act. Around XXXX of XXXX I began experiencing financial hardships due to XXXX, my wife and myself had multiple XXXX health issues, numerous incidences of XXXX and vaccine related injuries, my company reduced overtime, record inflation occurred, and we had tenants that could not pay rent.
We made the difficult decision to explore XXXX Forbearance and contacted Citizens around XXXX of XXXX for advice. We spoke to them and learned we could use the forbearance program offered under the cares act. We accepted and were told that we would have 18 months and at the conclusion we would have the opportunity for a loan modification and loan rehabilitation. Well, we had no idea of the nightmare awaiting us.
In the beginning we were told the program was 18 months, I never got anything in writing, Loss Mitigation told me not worry, many people were facing financial hardship and the laws were strong on this. Soon after I found out this was misinformation, in fact I frequently had to check in and extend the forbearance every three months. I routinely contacted Loss Mitigation as instructed ad did what they instructed me to do. The real trouble started in XXXX of XXXX when I was informed that my forbearance was in fact terminated as the Cares Act Laws had changed. Well, I was a little freaked out now, what do I do now?
For the record I was told all the conversations would be taped, apparently not, more on that later. I spoke with a XXXX in Loss Mitigation on XX/XX/XXXX, she had told me that there was a computer transition error and that my forbearance was not extended but not to worry, she spoke to her supervisor and that it would taken care of and to call back next month. I called next moth and spoke to XXXX and was told to start the Loan Modification process.
I started the process and by the time every was ready to go, I made payment XXXX in XXXX, payment XXXX in XXXX. Later in XXXX I was told my XXXX was too high to get approved and that I needed to pay down debt or show more income. I submitted additional income sources as was requested which subsequently caused the application to fail as these income sources were not disclosed at the beginning. I spoke with XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX and was told a new package would be sent to me to reapply for a loan modification. Making matters worse when the loan mod is not under review, I was not allowed to make payments.
No loan repayments were made in XXXX due to this factor, I made a repayment in XX/XX/XXXX. Sometime around XXXX I made the decision to sell our house and try to downsize our mortgage commitment and trade into more affordable home that we could afford and that would not rely on tenant income. To my surprise we received a generous offer which we accepted. I found a home in XXXX XXXX which fit our criteria. I let Citizens know we were in the process and have continued to reapply for loan modification. During this this I also lodged a formal complaint with Citizen Office of the Chairman and have been working with underwriter, XXXX XXXX on the loan modification. I made an additional payment # XXXX in XXXX of XXXX. I stopped repaying as we are in contract and I as far as I know I am not required to repay while my loan is being considered for a loan modification and we are closing in less than one month.
In closing we feel treated terribly and would like to discuss this matter with someone from the CFPB at your earliest convenience. There is much more to this matter that needs additional discussion. Additionally, all the customer support was very poor quality, in my opinion they seemed to be of extremely poor quality and barely spoke English in many cases, frequently gave incorrect and damaging information that hurt my case. Looking forward to speaking with you and resolving this matter with Citizens Bank.
Best Regards, XXXX XXXX
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| 08/03/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/XXXX my computer was hacked and access to my banking occurred. I was unable to gain control of my mouse and watched as someone stole XXXX dollars from my account by way of a XXXX transaction which I did not open or authorize! I had been out of work with a XXXX since XX/XX/XXXX and had no money at the time for bills or anything! I had borrowed money from mom which was taken during this transaction. I notified the bank immediately and was told to shut down the computer but was only able to do so by unplugging the unit! I immediately went to my local branch to report this and was visibly shaken by this event! I was told at the Branch that this was clearly a scam and fraud and that my account would be frozen at that time I should be hearing from the bank fraud department in a few days! 10 days past with several follow up calls to my branch but no response from the fraud department or anyone! I was out XXXX and No one cared!! On XX/XX/XXXX I received a letter from XXXX, electronic banking operations at citizens, stating following a review of a transaction that I disputed, we have concluded that no error occurred and we will not credit my account, our records indicate the transaction was authorized by you!! Then it added if I had questions or would like to request and obtain a copy of all supporting documentation that they used in their decision to call this number XXXX however that number had not been in service throughout the whole year during Covid! I called several times then had my branch person call as well only to find out that that number was not in service. I have since spoken to several people in different departments only to get no answer as to how a XXXX account was opened in my name making it possible for these transactions and have had no reasonable explanation from anyone. I was then contacted by a XXXX XXXX from the office of the chairman who I spoke with for 37 minutes explaining my situation, after they had already made their determination that they were not going to reimburse me! She was very robotic and insisted that I authorized the transaction and the bank was not liable! I also stated to her about the letter that gave me incorrect information on how to obtain any part of any investigation that may have been done. She insisted that the new denial letter would be sent to me with the appropriate information needed! On XX/XX/XXXX I received another letter. This letter was even more generic and had no ones name on it signed only sincerely citizens with the XXXX XXXX XXXX number attached! I have been incredibly frustrated, especially since XXXX of that money was my XXXX-year-old mothers and was transferred from her savings into my checking in order for the transactions to be made to a foreign named person in Arizona! {$2000.00} may not be a lot to some people but when youre not working and on leave without pay for months, having to borrow money to get by and then have that money stolen from you was detrimental. But, then your banking institution youve been with for 20 years just blows you off and states theres nothing they can do about it and they will not reimburse you even though I know they are federally insured and I thought I was protected against something like this happening! I feel as though I have not been given a full explanation or the ability to speak with someone prior to them making their determination and have been put off by several departments who had no answer to how this was investigatedIm incredibly disappointed that my mother and I have not been able to do online banking any longer which helped with my mom and her bills! This has been a huge stressor, inconvenience and loss! I appreciate any consideration in looking into not only this matter but the handling of it by several or no people to my knowledge! Ive had several accounts as did my family members for years and loyal customers through all that time! I am highly disappointed and upset by the way this was handled and the fact that I have to move to another bank! thank you in advance for any of your help in this matter!
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| 02/25/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I had a home equity line of credit with Citizens Bank, which I tried to close in late XX/XX/XXXX by sending them written notice. I had no balance on the account at that time. I received a letter dated XX/XX/XXXX, acknowledging that they received my request, stating that I needed to pay a {$150.00} recording fee in order to close the account, but that no further advances would be honored on the account. I reviewed the paperwork I signed when opening the account, and the documents did not state that I would need to pay any fee in order to close the account. I called and asked a representative at Citizens to show me where it was disclosed that I would need to pay a fee. He could not find any such statement, agreed that I shouldnt have to pay anything, and said someone would call back if there was any issue. I thought things were solved at that time. More than five years later, on XX/XX/XXXX, I received a letter from Citizens Bank, providing an updated address for loan payments. I called their customer service number to ask why, and spoke with their representative XXXX. She told me the loan was still open and that I needed to pay them {$410.00} in order to close the account. When I asked her to explain, she said the amount was comprised of a {$160.00} recording fee ( up from {$150.00}, and Im still not sure why ), along with {$250.00} in annual fees. I asked why they charged annual fees on an account I asked them to close, she acknowledged that I asked to close the account, and that they set my credit limit to XXXX dollars, but said that since the account was not really closed it was subject to annual fees. So, in reality they disabled the account, so that even if I had known it was still there, I couldnt have used it anyway, but continued to charge fees for five years as if it was still open. And I didnt receive any communication from them during this time or any disclosure that I was being charged fees. Ive always understood that charging someone for a service and not providing that service was the very definition of fraud. I just wanted to cut ties with these people so I said that if they reversed the {$250.00} of annual fees, I would pay the {$160.00} recording fee. They said they would look into it and call me back. I received no call, so I called them on XX/XX/XXXX and spoke with their representative, XXXX. She put me on hold and checked with some people, then came back on and said that she had been told that the {$250.00} could not be waived until the {$160.00} recording fee was paid. I wanted to be sure I understood so I asked specifically that, if I paid the {$160.00} fee, would the {$250.00} in annual fees be waived. She said that yes, it would. Citizens claims to record all of their customer service calls, so there should be evidence of this. I sent a formal letter along with a check for {$160.00}, which was cashed by Citizens on XX/XX/XXXX. I checked online for the status of the account a couple weeks later, and saw that there was still a payoff amount of {$250.00} listed. I called again on XX/XX/XXXX, and spoke with XXXX. He stated that even though the account had been disabled it was still Citizens policy to charge fees and that they would not waive them. I asked to talk to his supervisor, and he transferred me to XXXX, who seemed more reasonable. She noted that previously Citizens had rejected the request to waive the {$250.00} fees. I explained that her colleague had promised me the fees would be reversed if I paid the {$160.00} recording fee, and that this was the only reason I had paid it. She said she would refer the matter to her research team and that they would call me in one to two business days. She gave me a case number, XXXX. I still havent heard form the research team and it has been longer than two business days. I dont believe they intend to address my concerns, and their intent is to hold for ransom the deed to my home. I know {$250.00} isnt that much money but I feel that what they have done is outright theft. Can something be done about this, before more people are victimized?
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| 12/14/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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On XX/XX/2021 I made an after hours cash deposit at the Citizens Bank ATM located at XXXX XXXX XXXX, XXXX XXXX XXXX MI XXXX in the amount of {$600.00} cash. Upon submitting my request to deposit said cash, the ATM informed me that it was out of receipt paper and asked me if I wished to proceed with the transaction. As I have made innumerable cash deposits with this institution in my many years of banking with them, I did decide to go ahead and make the deposit. I proceeded to complete the transaction, verify that I had no more transactions to complete and retrieved my debit card from the machine. The cash was successfully inserted into the machine before my card was returned, and after I retrieved my card I drove away. Before I even left the bank parking lot, I logged onto my online Citizens banking app to verify that the funds were successfully added to my account, at which time I realized that they were not. There was another car at the machine at this time, so I immediately called to report the discrepancy via the telephone number listed on the back of my debit card ( XXXX ). I spoke with a representative from Citizens bank to and reported that my cash deposit had not shown up in my account, wherein they did confirm that it should have been immediately available. Additionally, a claim was filed for the matter to be looked into ( Claim # XXXX ).
Having not heard back from them, nor having seen the funds returned to my account, I followed up with an additional phone call the following week. The bank did initially credit my account for the {$600.00}, while the investigation was pending. Fast forward to last week when I received a notice that the investigation was complete and the bank found no discrepancy and proceeded to withdraw the {$600.00} from my account on XX/XX/2021.
Since that time, I have made 4 separate phone calls to the customer service number on the back of my bank card to dispute the findings of their investigation and to request a phone call from a representative from their claims department. Every time I have called, I have been promised a call back within 3-4 business days, and have yet to hear back from anyone in the claims department. I was told on Saturday XX/XX/2021 that my request was being escalated after speaking to a manager and that I would receive a call asap. Yesterday, a call was made to my phone at XXXX XXXX and there was no one on the other line, the call was dead air for exactly 8 seconds as I said hello and then it was disconnected from the other end. When I called the customer service line again this morning, I did inquire as to whether or not their records indicated that someone had attempted to call me at which point they did confirm that the dead air call was logged from someone in their claims department, saying that no one picked up on the attempted call and another call would be attempted in the future. I also disputed this claim and asked that it be put in writing to describe what actually occurred. In addition to all of this, I have called the actual branch location where this occurred twice and been told both times that there is nothing they can do and that they also have no phone number or way of contacting their bank institutions claims department. I did also confirm with them that the claim is still open and has been filed as a dispute as well as confirming the claim number which I listed above.
At this point in time, I am filing this complaint as I do not have any confidence at all in the ability or willingness for Citizens Bank to follow through and help me with this matter. I want to know exactly what their investigation entailed and how they came to determine that I did not, in fact, deposit my hard earned money into their ATM as I do not see how any actual investigation could have accurately made this determination based on what happened.
Thank you in advance for any help you can provide me in resolving this matter and hopefully helping to improve this process for anyone in the future who finds themselves in this situation.
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| 11/27/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I was originally XXXX client who opened an account around XX/XX/XXXX. Transferred to Citizens Bank on XX/XX/XXXX. I believe Citizens Bank is strong and responsible enterprise, so keep accounts with their bank.
Around XX/XX/XXXX I was shocked to find that my account only had {$4.00} left. My reporting date is XX/XX/XXXX, During the reporting process, they tole me that an inverstigation would be launched and me to be patient. After 15 days, on XX/XX/XXXX I received a reply from them informing me that I was not eligible and refused to pay compensation on the grounds that it had been more than 30 days.
I have some questions about why the report was not submitted within 30 days. within 30 days of receiving the bank statement. I believe I am qualified. I have called the customer service department of Citizens Bank multiple times about how many days I will receive the monthly statement Customer Service Department XXXX XXXX, XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX ......
If needed. I can provide more information, and the customer service department has clearly informed me. my monthly statement will be cut off on the XXXX of the current month, processed in the last week of the month, and the mailed within 7 to 10 business days. For example, my month statement for XX/XX/XXXX will be cut off on XX/XX/XXXX and processed from the last week of XXXX. The mailing time is 7 to 10 business days, so I should received the monthly statement around XX/XX/XXXX. And I reported it on XX/XX/XXXX, which is within a month. Does this make sense? I asked my family and friends with citizens bank accounts around me, and they told me that they usually receive monthly statements around the XXXX to XXXX of the next monthly. I think this is the only reasonable.
I am not a high-tech person and there is no requirement for online banking when opening an account. Many of my friends around me don't have online banking either. I don't have online banking and I can't see monthly statements.
Online customer service department : XXXX XXXX XX/XX/XXXX XXXX Tell me someone registered online banking in my name on XX/XX/XXXX. I downloaded the online banking update email on XX/XX/XXXX at XXXX and resetting my password on XX/XX/XXXX at XXXX : XXXX.
I saw that the monthly statement was on XX/XX/XXXX XXXX withdrawals of XXXX and XXXX twice a day. This is not reasonable, and I did not receive any phone prompts.It is unreasonable to withdraw XXXX and XXXX twice within one day on XX/XX/XXXX. If the amount exceeds XXXX, It should be reported to the federal government. I have not received any phone prompts. on XXXX XXXX Withdrawal of XXXX, ATM withdrawal multiple times on the same day, etc The customer service department also informed me that the last XXXX digits of the debit card XXXX, which was activated on XX/XX/XXXX, and the last four digits of the debit card XXXX, which was activated on XX/XX/XXXX XXXXI don`t even know. and the withdrawal behavior occurs in the bank, They should have a video, they should check their ID, bank card and signature. If they take this matter seriously, If can be avoided. After the incident, the bank did not assume its due responsibility, but refused to compensate the customer and shirked responsibility. I believe CFPB have the ability to find the truth.
I have already called the police, and the report number # XXXX XXXX ( Deputy Sheriff ) XXXX. XXXX XXXX ( Investigator Sheriff ) XXXX reported to the identity Theft.gov, FTC number # XXXX Credit Scores have been frozen on XXXX XXXX XXXX XXXX and XXXX.and set fraud alert.
I am a victim of identity fraud, Enduring immense pressure and pain every day. like many people, and I have not done anything wrong, I am innocent. I actively report and cooperate with the investigation, If you need more information please Let me know, my email address : XXXX I request the CFPB to investigation and regulate banks, so that I can receive fair treatment and solve the problems of bank customers.
Sincerely.
Thank you very much.
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| 03/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Summary : Our mortgage company 's property loss division is refusing to release funds to us following the completion of repairs on our home that was damaged during Hurricane Florence.
The mortgage company, XXXX XXXX XXXX, utilizes XXXX to handle their loan servicing, and the customer service we have received thus far has been unacceptable. They do not communicate important information and you can not speak with any management there directly unless they call you.
On or about XX/XX/XXXX we reported storm damage to our home resulting from Hurricane Florence to our insurer ( XXXX ) and our mortgage company ( XXXX XXXX ). An adjuster was sent out shortly thereafter and a report was made that resulted in the issuance of a check in early XX/XX/XXXX for {$24000.00} to begin repairs. The check was taken to an office of XXXX XXXX to be endorsed so we could deposit the funds. When we returned to the home after the evacuation, we discovered additional damage not noted by the adjuster. We worked with a storm mitigation company, XXXXXXXX XXXX XXXXXXXX XXXX XXXX of XXXX, FL, to demolish and clean the storm damaged portions of our home. This required the removal of significant drywall, insulation, and flooring. The insurer paid XXXXXXXX XXXX XXXX {$27000.00} directly in XX/XX/XXXX. On XX/XX/XXXX, the insurer also paid {$13000.00} to us directly for flooring repairs and another check that was sent to XXXX XXXX for endorsement. It too was endorsed and returned to us for deposit.
On or about XX/XX/XXXX, we submitted our final settlement request to our insurer to cover the remaining damage. At this time, we were about 90 % complete so we sent a request to XXXX XXXX to schedule an inspection. Our request was canceled but no one called us to explain why nor to even notify us of the cancellation. We contacted XXXX on or about XX/XX/XXXX to inquire about the inspection and the agent was unable to explain what happened. However, we learned that XXXX now wanted significantly more documentation and agreements to be signed before they would process our claim. We submitted additional documentation at that time that explained the basis for the entire claim amount ( {$84000.00} after deductible in total ) and put in a second inspection request at that time which also inexplicably was cancelled.
In early XXXX, I spoke with another agent and requested that I receive a call from a manager. Two days later, a XXXX manager, XXXX XXXX, contacted me and explained that they needed additional information from us. We identified what should be provided by the insurance company and I contacted our adjuster who forwarded the letter on the same day ( XX/XX/XXXX ). This was submitted to XXXX at their web site. Shortly thereafter, XXXX informed me that the information was not what they needed and they wanted additional information. XXXX contacted the insurance company adjuster directly to speak with them. The insurance company again forwarded the requested information. Our insurance agent also contacted XXXX on our behalf to get this matter resolved. On or about XX/XX/XXXX, I submitted a third request to XXXX for an inspection. At this point we are essentially 100 % completed on our repairs. This too was canceled without notice or explanation. Today, XX/XX/XXXX, I contacted the mortgage company and spoke to XXXX regarding this matter. She tried to help me but said she needed to get a letter from the insurance company regarding the basis for two of the payments ( {$13000.00} and {$19000.00} checks ). She called and spoke to XXXX at my insurer and said that they would be sending a letter today and that it would take 24-48 hours before it would be available for review on XXXX system. At this point, I dont have confidence that this will result in an inspection being scheduled.
My understanding is that under the law, the mortgage company can not retain funds once the insured property has achieved 100 % completion of repairs. I do not understand how XXXX can continue to engage in these practices.
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| 05/20/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
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On XX/XX/XXXX I deposited a check through my XXXX app for Citizens Bank for {$150.00} On XX/XX/XXXX XXXX realized that my bank account was in the negative to almost XXXX I couldnt understand what happened. So I immediately called Citizens Bank and spoke to three different associates. And they kept telling me that the check was still dated and I was trying to explain to them the date was XX/XX/XXXX and Im looking right at it and the date is clearly not pass the year and its from the United States treasury department. Well they insisted that the check was no good. So I went into a citizens bank and showed the check that I deposited using my phone app to the teller. And she also seen that the check was not stale dated. She couldnt understand what was going on so she was on the phone to some of her other managers trying to figure out the situation. Nobody could figure out why they took out the {$150.00} that I deposited XXXX overdraft fees which were {$38.00} a piece. The manager suggested that I redeposit that check and see what happens. So we did. Two days later I get a letter in the mail stating that they re-took the {$150.00} out of my account again because it was a duplicate check. I couldnt understand what happened well what happened when I got all the paperwork shows me. Somebody deposited a check from the United States treasury that lives in Connecticut for the same amount of {$150.00} and it ended up in my account well his check was expired it expired in XXXX. Dont know where my check went to but it didnt appear in my account at all. So when I looked at the paperwork that was sent to me I noticed the name and Check was clearly not me. So I immediately called up Citizens Bank again. And they told me that my check has been cashed theres nothing they can do they dont understand what happened theyre not refunding my {$380.00} in overdraft fees which I acquired because of this check that was not mine and in my account. They told me to call the United States treasury department and have them issue me another check. So I did. And the United States treasury department told me theres nothing they can do for me because the check was cashed. Somebody cash that check which it was this XXXX XXXX guy. So I called Citizens Bank again and I went up to the branch again. they were able to give me back three of the over the limit fees but since all this started they accumulated again or they took the money out the second time. So I was in a hole about {$490.00}. I disputed this guy called up Citizens Bank I wrote to them. I went to the branch and nobody will help me they said theres nothing they can do for me. How can this happen when all they did was take a picture of the check and send it to my bank account. I still have possession of that said shack which was not stale dated and in my name and showed everybody. And then all of a sudden theres a check in my account for the same amount that is stale Dated. And not in my name. And on top of everything else they close my account on me. They dont want me to be with them anymore. They made a mistake they owe me money and the excess of {$400.00} nobody will explain how this man XXXX got into my account and they wont pay me back. How is this legal and how is this fair. All the women at the branch clearly knew I did nothing wrong she actually issued me a brand new debit card which was canceled the next day because corporate close my account on me. Something is going on nobody wants to tell me and nobody wants to give me back my money so I did some investigating and found this young kid Cause all this drama does XXXX who lives in Connecticut and Im in XXXX New York dont know this man. And he giggled and hung up on me. So I am out of XXXX something dollars because I had to borrow money from people to put back in my account so I didnt have a negative bank account balance I think it was {$.00} when they close my account. I need somebody to help me please this is not fair this is not right. Do not bank with Citizens Bank ever!
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| 01/17/2020 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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My complaint is about several overdraft fees & sustained overdraft fee that have been applied to my business checking account with Citizens Bank from Thursday, XX/XX/2020 to Friday, XX/XX/2020.
One Thursday, XX/XX/2020 my account was overdrawn from a charge from XXXX in the amount of {$13.00}. I did have a balance in my account of {$5.00}. The amount remaining was - {$8.00}. I tried to rectify my account bringing it back to a positive dollar amount on Friday, XX/XX/2020 by depositing {$20.00} in cash. When I checked my mobile app the balance owed was - {$8.00}. I did call Citizens Bank customer service number on the back of the debit card and spoke with a women who said she could not reimburse the fees. As of XX/XX/2020 at XXXX there was no overdraft fee posted on my account via the mobile app. I was a bit confused. She had mentioned that all fees get applied by XXXX the next day. Though, the bank did pull out a fee of {$39.00} on Friday, XX/XX/2020 for Thursdays overdraft even though I corrected the balance of - {$8.00} by depositing {$20.00} in cash.
On Monday, XX/XX/2020 I noticed that my account was - {$130.00}. I immediately called Customer Service to inquire about the transaction. They told me that I had three over draft fees. If you subtract the over draft fees of {$110.00} from the {$130.00} the balance is {$15.00}. I also went into the Bank Branch located in XXXX, CT and spoke with XXXX who could not figure out what was happening on the account. He said he would need to speak with the Manager, XXXX and get back to me. XXXX did print out some documents he said the ( 3 ) charges that over drew my account were the following {$22.00}, {$4.00} & {$10.00}. I heard from XXXX on Tuesday, XX/XX/2020 late afternoon who said that his manager was out of the office at a training and that he would call me tomorrow. I have never received a call from the Branch Manager as of Friday, XX/XX/2020. Though, I did call yesterday XX/XX/2020 at about XXXX and spoke with the Branch Manager who said it was out of his hands that the issue had been escalated to the Chairmans Office.
On Tuesday, XX/XX/2020 I called the Customer Service number again, this time getting a different individual who told me that I had an additional ( 6 ) overdraft fees to my account in the amount of {$230.00}. So, if you add the {$110.00} in overdraft fees from Monday and the {$230.00} of overdraft fees from Tuesday it gives you a total of {$18.00} that my total account was overdrawn. As of Friday, XX/XX/2020, I received an additional fee for insufficient funds of {$30.00} now bringing the account to {$390.00} owed to Citizens Bank.
On Tuesday, when I had called Customer Service, I was informed that the account was escalated to the Chairmans Office and that I would receive a call back within 24 to 48 hours. As of Friday, XX/XX/2020 at XXXX I have received no call from Citizens Bank to resolve this issue.
I think the {$380.00} in fees for an overdraft of {$18.00} is absolutely ludicrous. I dont feel that Citizens bank does a good job reporting fees in a timely manner. They will pull out a fee without posting the transaction to the account. Ive been told that all fees get processed by XXXX next business day, this does not hold true. Also, Ive been told that I have until XXXX day of to correct a transaction. Ive also been told by many Customer Service personal that I should inquire about overdraft protection and the only way I can sign up for this is if I go into a branch and do this. There have been times were the account has had {$5.00} in it and the bank allowed me to withdraw {$20.00}. There are times the mobile app does not show the same dollar amounts as the transaction description online. For example, on Saturday, my account on the mobile app showed that I had a balance of {$52.00} in my account.
I would like this matter resolved ASAP. I am not saying that I am not at fault for the account being overdrawn. There are times where my account has been overdrawn and Ive paid the fees.
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| 02/24/2019 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NH XXXX XXXX XXXX XXXX XXXX Complaint via Consumerfinance.gov Copy to XXXX XXXX XXXX XXXX via XXXX Re : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX Loan # XXXX FHA # XXXX Dear Sir or Madam : This is a complaint about mismanagement of Escrow on the above noted Loan. This is the only mortgage I have.
In XX/XX/XXXX, I purchased this home. In XXXX per property billing statement ( document attached ) the XXXX ( XXXX XXXX XXXX XXXX ) paid no taxes.
As of XXXX tax statement from XXXX they stated they had paid {$6600.00} in taxes. Not the actual XXXX taxes on the home. I was unaware of the misinformation so was unable to take the actual tax amount on my federal taxes off my 1040 form I filled out for my federal taxes. At that time because my house was new construction I thought the tax was the correct amount. Because I knew they had collected about {$16000.00} in escrow from me. I called to get my escrow overage. At that time, I was told that it would be sent to Escrow review department and they would send what funds they could because they may need it for the following year. NH law states that XXXX can collect 1/12 of escrow needed monthly and can hold 2 months of the 1/12 on hand for the escrow. According to their figures they had a {$10000.00} overage.
When calling the mortgage department, they told me that on XX/XX/XXXX an amount of {$2500.00} was paid to somewhere and that in XX/XX/XXXX, {$2500.00} was refunded to my mortgage account by XXXX XXXX. I was also told that on XX/XX/XXXX that a check in the amount of {$8000.00} was issued to me and sent by US postal service. This check never arrived nor was ever seen by me. They said any uncashed check goes back into escrow. They also said that in XX/XX/XXXX a check in the amount of {$2600.00} was issued to me by US postal mail. The check for {$2600.00} was received and cashed by me.
Currently, on my Federal Tax Form 1098 from XXXX XXXX states that they have refunded Escrow to me in the amount of {$10000.00} in the last year. ( document attached ) This is inaccurate. I have called multiple times to get the missing escrow amount of {$8000.00} escrow refund and the mortgage servicers have said if a check is not cashed it goes back into the escrow account. When I ask for my money the escrow supervisor says that it is not there.
My actual taxes were {$10000.00} for XXXX.
My actual taxes were {$11000.00} for XXXX.
The escrow collected by XXXX in XXXX was near {$16000.00}.
The escrow Collected by XXXX in XXXX was near {$16000.00}.
I have asked the XXXX to collect escrow in the amount closer to the actual need and I have been told that it will be reviewed.
I need accountability that I have been promised for two years. Multiple calls to XXXX, I am told that this issue has been escalated and that I will receive a phone call from XXXX within 24-48 hours and they have actually truthfully have NEVER called me.
I am clear that XXXX have documented on this years 1098 that I have received refund of {$10000.00} from escrow. I am clear they have said that on XX/XX/XXXX that a check in the amount of {$8000.00} was issued to me by US postal service. They know that check was never received and never cashed. They said it went back to my escrow but there is NO ACCOUNTING OF THAT.
They just tell me that there is no money in my escrow. As documented on the 1098 Federal Form is that I have {$750.00} in my current escrow account. This is thousands of dollars wrong.
I need assistance in getting my escrow that has accrued no interest and has been way more than a two-month excess for the last two years XXXX, XXXX. Anything that can be done to get this done will be greatly appreciated and needed.
Thank you in advance for your assistance, XXXX XXXX XXXX NOTE : please call my wife XXXX XXXX XXXX ( last 4 digits of her SS XXXX ) at her phone XXXX who has full permission to discuss any aspect of my loan or federal complaint for the life of the loan.
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| 01/22/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Older American |
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On XX/XX/XXXX I was the victim of identity theft. I found out about the event when I could not open my online bank account on that same date. I stopped into the local Citizens Bank branch in XXXX XXXX, Rhode Island on that date and spoke with bank representative XXXX who told me of the fraud. My husband and I stopped our debit cards and closed our savings account. We did not close out our personal checking account or my business checking account for several weeks waiting for all activity to stop ( per Citizens Bank advise ). I did open a new business checking on XX/XX/XXXX in response to the fraud.
I found out that there was a check made for {$1300.00} from my business checking account when I went into the bank on that Friday XX/XX/XXXX and filed the claim for the amount of the check on that date.
I found out the extent of the fraud on XX/XX/XXXX. I received a letter from XXXX XXXX stating that an account was attempted in my name. After speaking to a XXXX XXXX representative, I started an identity theft document with the Federal Trade Commission on XX/XX/XXXX. I filed a police report with the XXXX XXXX Police department on XX/XX/XXXX. I stopped my credit reports being used on approximately XX/XX/XXXX, per the trade commissions recommendation.
During the first two weeks of the identity theft, I was in the Citizens Bank local branch several times, keeping up to date with any activity on the old accounts and working at closing out the accounts. My husband and I changed our Social Security deposits, pension payments, etc. during that first week.
During the second two weeks of XXXX, I received letters from XXXX XXXX XXXX and XXXX with the same problem of the perpetrators attempting to open fraudulant accounts. I called each one and personally went to XXXX XXXXXXXX XXXX on XXXX XXXX, XXXX XXXX, RI on XX/XX/XXXX and XX/XX/XXXX with my concern about the fraud.
After approximately one month of our original claim on XX/XX/XXXX, I went into the Citizens Bank Branch and spoke to XXXX again with a concern that I had not heard anything about the claim. She told me that check fraud can take time and called the claims department on that date to find out the status of my claim. She told me the claim was being processed.
On XX/XX/XXXX I received a letter from Citizens Claim department saying they finished their report and needed more information. I went into Citizens Bank branch AGAIN and sat down with XXXX. She said she would call and find out what information was needed.
I received the amount of the check in my business checking account on XX/XX/XXXX and believed that XXXX had relayed the information needed and the claim was resolved. On XX/XX/XXXX, the {$1300.00} was taken out of my account.
I called the local branch and spoke with XXXX, as XXXX was not working. He looked into the matter and told me he talked with claims and that there was a problem. I again went into the branch on XX/XX/XXXX at XXXX XXXX. I spoke with a claims representative at Citizens while sitting in XXXX office. Her name was XXXX and she told me they took back the amount of the claim from my account. She told me a NEW claim had to be filed as the amount of {$1300.00} deposited into my account was merely a provisional deposit until the claim was finalized. I received no notification from Citizens except the withdrawal of the funds.
We filed a new claim on that date.
On XX/XX/XXXX I received a letter in the mail from Citizens claim department. The letter stated that since the error in my account was reported on XX/XX/XXXX, it was reported too late and was denied. This claim was placed per claim department worker, XXXX recommendation.
On XX/XX/XXXX I called the Citizens claim department and spoke with representative XXXX.
She, AGAIN, took my information over the phone. Today, XX/XX/XXXX I received another letter from Citizens Claim department stating that the claim was denied due to late filing of the claim. This time they claimed the filing was on XX/XX/XXXX.
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| 06/12/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Credit Card Operations XXXX XXXX XXXX XXXX XXXX CT XXXX Subject : Consumer Complaint Regarding Violation of FCBA Provisions Dear Citizens Credit Card, I am composing this letter to lodge a formal complaint against your company due to its failure to comply with the dispute settlement procedures outlined in the Fair Credit Billing Act ( FCBA ). Creditors who engage in prohibited involuntary collection attempts for unresolved billing error disputes within the two billing cycle requirements of the Fair Credit Billing Act ( FCBA ), as stated in 15 U.S.C. 1666, may face penalties. Furthermore, the FCBA prohibits creditors from threatening to report or reporting your non-payment to anyone, safeguarding your credit reputation.
Below are the details of the incident and the specific FCBA provisions that have been violated : 1. Incident Details : Date of Billing Statement : XX/XX/XXXX XX/XX/XXXX, statements Billing Statement Account Number : XXXX XXXX XXXX - XXXX Description of the Disputed Charge ( s ) : Dispute Case # : XXXX Transaction Details : XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Disputed Chargeback Amount : {$360.00} Refund Requested : {$120.00} Dispute Case # XXXX Transaction Details- BILLING DISPUTE XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX AZ XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX AZ XXXX Disputed Chargeback Amount : {$340.00} Refund Requested : {$340.00} This chargeback was initiated due to a breach of guaranty claim against XXXX and XXXX XXXX XXXX citing merchant misrepresentation in the process and negligent claims investigation.
2. Violated FCBA Provisions : Failure to acknowledge receipt of my written dispute within 30 days, as required by Section 1666 ( a ) ( 3 ) ( A ) of the FCBA.
Failure to investigate the disputed charge ( s ) and provide a resolution within a reasonable period, as mandated by Section 1666 ( a ) ( 4 ) of the FCBA.
Engage in prohibited involuntary collection attempts for unresolved billing error disputes within the two billing cycle requirements of the Fair Credit Billing Act ( FCBA ), as stated in 15 U.S.C. 1666.
Incorrect reporting of the disputed charge ( s ) to the credit reporting agency, in violation of Section 1666 ( a ) ( 6 ) ( B ) of the FCBA.
3. Supporting Documentation : Attached to this complaint is a copy of the original billing statement highlighting the disputed charge ( XXXX ).
I have also included a copy of the written dispute letter that I sent to your company on XX/XX/XXXX.
Additionally, I have retained any relevant correspondence, such as letters or emails, that may help support my complaint.
4. Desired Resolution : I request a thorough investigation into the disputed charge ( s ) and a prompt resolution in accordance with the FCBA provisions.
If the investigation reveals an error, I expect a correction to be made, and the credited amount should be reflected on m
y account statement.
I also request the immediate rectification of any incorrect information reported to the credit reporting agencies.
5. Legal Ramifications : Please be aware that violations of the FCBA may result in penalties, including actual damages, statutory damages, and attorney 's fees. I hope to resolve this matter amicably, but I am prepared to take further legal action to protect my rights as a consumer if necessary.
I kindly request that you acknowledge receipt of this complaint within 7 days and initiate the investigation promptly. Please provide me with a written response detailing the steps taken to address my concerns and the proposed resolution.
I believe in your commitment to upholding consumer rights and complying with federal laws such as the FCBA. I trust that you will give due attention to this matter and take appropriate action to rectify the violation.
Thank you for your immediate attention to this complaint. I look forward to a swift resolution.
Sincerely, XXXX XXXX XXXX
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| 10/01/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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This is pertaining to a beneficiary services request to liquidate my mother 's investment account # XXXX where I have been appointed as the Executor of her Estate.
I first attempted to contact her Financial Advisor XXXX XXXX, on XX/XX/2021 where I submitted the required documentation to liquidate and release her assets. I was told to submit the " short for '' proving and attesting to the fact that I had been designated as the Executor of my mother 's estate.
On XX/XX/2021 I received confirmation via email of receipt and was told he would " get right on it ''.
On XX/XX/2021 I requested an update and received no response On XX/XX/2021 I requested an update and received no response.
With no response from XXXX XXXX, I found his cell phone number and in the middle of XX/XX/2021, I called him where he informed me that he was no longer with XXXX XXXX XXXX. He gave me a general phone number to call to restart the process.
COMPLAINT # 1 - XXXX XXXX did not transfer responsibility nor monitor email from me to continue on with process of liquidation and transfer of the assets.
The middle of XX/XX/2021 I called the number provided by XXXX XXXX and was told that I needed to fill out an Inherited Account Form and that the following steps needed to be followed 1. Fax the death certificate, short form and a letter identifying the account, that my mother had passed, include my name and address and request the necessary documents to liquidate my mother 's assets and have them transferred to her estate account.
2. Fill out the Inherited account form, provide the tax id number for her estate account, provide a picture of my drivers license and have my signature guaranteed 3. Mail all of this documentation to XXXX XXXX and it would take them 2 weeks to transfer the assets After 30 days, after faxing the requested info, I had not received the Inherited Account Form and on XX/XX/2021 called the number provided and was told that they could email the forms to me.
COMPLAINT # 2 - I was given incorrect or misleading information as to how I could receive the documents to file.
On XX/XX/2021 I mailed the Inherited Account Form, Signature guarantee ( through Citizens Bank ), my drivers license and a copy of a voided check to my mother 's estate account established at XXXX XXXX XXXX. Prior to mailing the above, I again called the provide number, spoke with a representative walking through everything I had to make sure everything was completed per instructions and to confirm the documentation was complete.
After receiving no update, I called XXXX XXXX back the middle of XXXX, 2021 and was told the reason the transaction was not moving forward was because a I was missing another form that needed to be notarized called an Affidavit of Domicile COMPLAINT # XXXX- Why was this not included in the original packet of information that I requested from XXXX XXXX to release my mother 's assets even after multiple inquiries to confirm what was required.
On XX/XX/2021 a letter was drafted to me from XXXX XXXX XXXX saying that not only did I need the Affidavit of Domicile but that I needed to provide a signature guarantee on the original Inherited Account Form. The original document that they provided a copy of clearly shows the Signature Guarantee was already provided and in fact completed by Citizens Bank.
COMPLAINT # 4 - They don't even read the documentation that has been provided and is requesting documentation that has already been provided.
It appears as if this is an attempt by XXXX XXXX to delay the liquidation and transfer of my mother 's assets and a clear violation of my rights as a consumer. In addition, XXXX XXXX is denying my XXXX year old father the much needed access to these funds and impacting the quality of his life. I have provided information over and over as they requested and it appears as if they continue to impose more requirements and restrictions as the process drags on. I am attaching all the documentation and dates for reference.
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| 10/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XXXX I applied for a home improvement loan with XXXX XXXX and was notified about a month later that there was an old lien on my property from XXXX XXXX XXXX who went out of business sometime in XXXX. Westfield needed proof that XXXX was paid. In XXXX I refinanced my home with XXXX XXXX who has since merged with Citizen Bank. I contacted Citizen Bank requesting a copy of the Settlement Statement but was informed that their records retention is only 10 years so they could not provide documentation to me. I also tried to contact the Title Company that did the work for XXXXCitizen but they are no longer in business. I was told that XXXX 's accounts were assigned to XXXX XXXX, XXXX XXXX, XXXX and now XXXX. I tried contacting all of them and no one would help me to get the XXXX XXXX released so that I could get my home improvement loan. Ultimately, I have contacted the FDIC, my congressman 's office, XXXX, Citizen 's, XXXX XXXX, XXXX and XXXX. Most times I couldn't get beyond customer service because my property address, name or social security number would not bring up an account. I have spent the last 3+ months making phone calls, sending emails, researching and still I am unable to resolve this problem. In XXXX I refinanced with XXXX Bank and was never informed of the XXXX XXXX that showed up on the title search. XXXX XXXX XXXX did the XXXX XXXX refinance so I called them and was told that they no longer have the records either. I was told that one of two things probably happened ... First XXXX either got verbal confirmation or a letter of intent from XXXX that they would release the lien. Either way, XXXX XXXX XXXX failed to make sure the lien was released and I never knew anything about it. If I had been informed, getting the XXXX released would have been easy because XXXX XXXX was still in business in XXXX. XXXX XXXX/Citizen failed to make sure the lien was released when I refinanced with them in XXXX and they supposedly paid off XXXX XXXX , and so did XXXX when I refinanced with them in XXXX. I know that XXXX did pay Charter One according to my settlement statement and the fact there is no XXXX XXXX lien appearing on the title search. Not one of the parties involved says they have the authority to remove the lien so I am stuck in a very stressful situation. Because the home improvement loan was denied and the material had already been ordered by the contractor, I was forced to pay for the large job all out of pocket and now my savings account is nearly depleted. XXXX XXXX XXXX has offered me an atonement but not even half of what is needed and they said they can't remove the lien. I have spoken with an attorney and the cost to file a Quiet Title Claim is very expensive, I can not afford it nor should I have to be burdened with getting this situation resolved. I have emailed XXXX XXXX XXXX, CEO at XXXX and asked for his assistance because XXXX has the Title Insurance I paid for as part of the refinance. As it appears now, XXXX is not sitting in first position according to the title search. XXXX has not offered to help me in anyway that would result in resolving my issue. Next on or about XXXX XXXX, XXXX I paid XXXX {$500.00} to refinance my home again and taking some cash out so that I could replenish my savings. After a few weeks I was informed that the refinance would be getting denied because with student loans in national COVID forbearance, credit reports show a monthly payment amount of XXXX so underwriting uses a % rule. I provided documentation of my past payments and the amount going forward once the loans were no longer in forbearance but that was not acceptable to underwriting and they had to use the % rule which made my debt-to-income ratio too high. I was also told by XXXX that they would not refund my {$500.00} because the appraisal cost {$600.00} but they would not be requiring me to pay the {$100.00} difference. I have a lot more documents from email, my own notes and more that I can produce if needed.
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| 08/06/2020 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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XXXX Called Customer service for Citizen Loan and spoke to XXXX . XXXX processed my information and indicated that I was approved for a 4 Year Parent Loan. He indicated that I would need to submit documents to finalize the loan.
XXXX Email from Citizen 's Bank to provide documents for final approval. Included in the email were the following necessary documents : *spousal income *benefit letter for public assistance ( NA ) *other forms of income ( NA ) *most recent pay stub *XXXX XXXX income ( NA ) XXXX On Citizen 's site spousal income and personal income was uploaded and submitted as requested.
XX/XX/XXXX - Action Needed email from Citizen 's Bank- Citizen 's bank refused to use my pay stub as verification. They indicated that I was a XXXX and needed a Contract for the current school year. Also I was to provide a pay stub, and a W-2.
XXXX I contacted Citizen 's bank to inform them that Contracts are not yet out and often are provided months after the start of school- given that I work for XXXX- a large urban district. I was told that it was necessary to provide a contract as the procedures have recently changed. I requested they look at my previous Parent Loan ( XX/XX/XXXX ) to prove that I do have necessary income to repay this loan and indicate that a contract was never before required. The customer service rep indicated that a W-2 may work, along with proof of employment. I informed her that I had 23 years proof of employment- but she said that she could not help me any other way- she could not speak to the underwriters.
XXXX I contacted XXXX as he was the loan originator. He attempted to help me but his supervisor indicated I needed to provide a contract. He could not speak to the under writers.
XXXX I uploaded the W-2 on the Citizen 's Bank portal for the underwriters.
XX/XX/XXXX - I receive that W-2 's were not sufficient through email.
XXXX I contact customer service and request a supervisor. XXXX the supervisor- indicates that I must provide a contract or a letter of employment. No other documentation is acceptable. I tried to explain my work history, the fact that contracts are not out, and the reluctance to contact my HR department for information they - the bank- clearly have, especially during this time when my district is trying to piece together services for 40,000 students. XXXX regretted that I I felt I could not contact my HR- but they needed the contract or the verification. I tried to explain my situation, and that I have proof of many years of loyalty to my bank, years of service to my XXXX XXXX She said my ratio of debt to income had changed which is why I required a contract. That is not at all fact. I do not know where she attained her information - but my debt has decreased. I informed her that I felt this was unjust treatment because of my employment and indeed she said if my husband were applying- he would not need a proof of contract. I I requested to speak to the underwriters and supervisors above her. She said she could not even talk to the underwriters but would have her supervisors call me in 3 days.
XXXX I uploaded the Verification of Employment guidelines to the Citizen 's Bank site for them to follow my districts procedures to allow them to verify my employment. This is not a contract, and it is not a letter, but it is my district 's procedure. I am awaiting their response.
I believe this is unfair treatment. I could not provide the documentation they were requesting. This was specific only to educators. Th request for a contract was not in the initial email request for documentation. Citizens 's Bank 's new procedure requires XXXX to provide proof divergent from other careers. I have had this position for 23 years. I make an excellent salary. I am being denied because I could not access a contract that was not available and did not want to tax an already highly taxed HR system with a request for a contract during this Pandemic while schools were trying to open.
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| 09/10/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem when making payments
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|
Web |
Servicemember |
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* I got a loan through Citizens One ( C1 ) for a new XXXX XXXX as a part of the newly launched XXXX Upgrade Program from XXXX, which is managed by C1. As a part of that process, I turned in my XXXX XXXX to XXXX XXXX XXXX on XX/XX/XXXX ( receipt attached ) * Got an email from C1 a month later on XX/XX/XXXX confirming new loan in upgrade program and confirming payoff of old loan ( attached ) * I got a letter dated XX/XX/XXXX from C1 - " final notice '' about issues with my loan despite no calls, emails, or other letters previously indicating there was an issue * I called C1 immediately and was told monthly payments weren't being made on my loan and it was in default. I told the CSR that was wrong and I was looking at my XXXX statements that showed the money being deducted on the XXXX of every month. I was then told the issue was actually a balance of {$440.00} due on the payoff of my old loan that was never made by XXXX.
* I worked with XXXX ( manager of XXXX XXXX XXXX store ) to confirm payoff was made and there were no discrepancies on XXXX 's side. Then responded to C1 with the attached documents and pointed out their own email said the loan was paid off. Both XXXX and C1 pointed fingers at one another and I tried my best to resolve.
* I wrote a letter to C1 on XX/XX/XXXX outlining the issues and the resolution and got no reply, so I presumed it was resolved ( attached ) * Went to apply for XXXX XXXX loan and was declined due to " poor credit history with C1 '' * Called and they said the {$440.00} balance was charged off and I was in default and could only get a phone by paying for it in full.
* Made 4 follow up phone calls to try and resolve * 1 ) First CSR ( XXXX ) said hed escalate the issue and someone would get back to me in 2-3 business days * 2 ) Second CSR ( XXXX ) said shed give it to her boss immediately and Id get a call back in the next 24 hours * 3 ) Third CSR ( XXXX ) said no supervisors were available - they had all left for the evening and suggested I call back after midnight.
* 4 ) Fourth CSR ( XXXX - XXXX ) said no one is available until XXXX. Also told me they do not provide calls back or escalations which everyone else told me they actually did do. Also told me the case ID number that I was given was incorrect. Correct case ID XXXX. I advised them they are in breach of my contract for the XXXX upgrade program.
* I wrote a second letter to Citizens One on XX/XX/XXXX notifying them the issue had not been resolved and they were defaulting on their obligations under the contract ( Terms and Conditions of the XXXX Upgrade Program, Section 2, Upgrade Option. In subsection E, Termination of Original Installment Loan After Exercising Upgrade Option ). Again, I got no reply from them. ( attached ) * I had to pay for the full cost of a phone out of pocket, despite being enrolled in the XXXX Upgrade Program * I then decided I would sue C1 to get a court to compel them to rectify the issue. I attempted to get a copy of the contract for the terms under which I could bring a case against them. They are unwilling to provide a copy of the contract, despite calling in to request it on 3 different occasions.
* 1 ) XX/XX/XXXX at XXXX. Requested copy of contract per language on C1 website advising me to call. CSR informed me requests take 72 hours to process and I should expect a copy of my contract via email at XXXX. No contract was received.
* 2 ) XX/XX/XXXX at XXXX - XXXX . Made a follow up call to inquire about the status of the contract. Was told that they dont send emails, and they dont turn around these requests in 72 hours. It takes 7-10 business days and comes via mail, and he would submit a request to have it mailed to me.
* 3 ) XX/XX/XXXX at XXXX - XXXX . Person that dealt with it on XXXX did not resubmit the request. Case number XXXX. 7-10 business days.
* I'm now permanently unable to use the Upgrade Program despite being a perfectly good customer for the last 2 years with no issues.
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| 02/11/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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Account summary : XXXX XXXX XXXX acct # XXXX XXXX Joint account of XXXX XXXXXXXX XXXX XXXX and XXXX XXXX ( relations are Aunt, brother and sister ) Opened jointly on XX/XX/XXXX Account was jointly owned by all 3 parties as joint tenants with all 3 parties having full access.
Account was closed on XX/XX/XXXX.
Fraud Details : Beginning on XX/XX/XXXX thru XX/XX/XXXX ; 40 checks issued by XXXX XXXX listed as payable to XXXX XXXX, XXXX XXXX AND XXXX XXXX were fraudulently deposited into a Citizens Bank joint checking account of both XXXX XXXX and XXXX XXXX./ 6 checks issues by XXXX XXXX listed as payable to XXXX XXXX XXXX XXXX XXXX AND XXXX XXXX were fraudulently deposited into a Citizens Bank checking account of XXXX XXXXXXXX XXXX XXXX was not listed on either Citizens checking account where checks were deposited.
Since checks were issued payable to all three parties joined by the word AND, according to the UCC Code chapter 106, Article 3, Section 3-110 the checks must be negotiated and signed by all parties whom the checks were issued to.
In this case, since the checks were payable to 3 people with the word AND, each check must contain the authentic signature of all 3 parties to be cashed or deposited legally in a Massachusetts bank account that is owned by all 3 parties the check was payable to.
Unfortunately this is not the case as XXXX XXXX 's signature was forged or omitted from all 46 checks and deposited to a joint checking account that XXXX XXXX was not an owner of at various Citizens Banks in XXXX suburbs of XXXX, XXXX and XXXX : 38 checks deposited with forgeries of XXXX XXXX 's signature on back of the checks/ 8 checks deposited without XXXX XXXX signature/ Total dollar amount of fraudulent processed checks : {$82000.00} This fraud was discovered by XXXX XXXX in XX/XX/XXXX. Upon the XXXX of XXXX XXXX from XXXX XXXX, while researching her accounts as her Estates personal representative, XXXX XXXX requested copies of the checks from XXXX XXXX and Citizens bank and discovered the multiple forgeries of his name.
In spring XXXX, XXXX XXXX filed criminal complaints against XXXX XXXX for fraud with both police departments of XXXX, Ma and XXXX, Ma. Hence both police departments filed probable cause hearings against XXXX. In the summer of XXXX both criminal complaints were dismissed as civil matters by the court magistrates.
In XX/XX/XXXX, XXXX XXXX was notified by XXXX XXXX of the discovered fraud.
In XX/XX/XXXX, Citizens bank was notified of the discovered fraud by XXXX XXXX.
Complaint summary : My complaint is that in order for these multi party checks to be deposited at Citizens bank, per Citizen Bank policy, all 3 check owners were required to have a joint account at Citizens. Since XXXX XXXX was not an owner of an account at Citizens bank, again per Citizens bank policy, none of these 48 checks should of been accepted for deposit, fraudulently signed or not.
Per Citizens Bank policy, the only two options available to process these checks were to either have XXXX XXXX endorse the checks in person at a branch and CASH the checks OR to deposit the checks by adding XXXX XXXX as an account owner to the joint checking account of XXXX XXXX and XXXX XXXX. Unfortunately, neither of these options were taken and the checks were deposited fraudulently by XXXX XXXX.
Additionally ...
Citizens bank was negligent in not verifying the authenticity of XXXX XXXX signature on the back of the deposited 46 checks.
Citizens bank didn't follow their own internal rules which are to not accept a third party signature on a check deposit when the third party is not an account owner of the account where the funds are being deposited to.
I know Citizens bank failed to follow their own rules because I have a printed copy of them. : Thus, because of Citizens Bank negligence, I demand they reimburse my losses of {$41000.00} which is half of the total amount Citizen Bank allowed to be fraudulently taken.
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| 11/26/2021 |
Yes |
- Debt collection
- Other debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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On XX/XX/2021, my wife and I agreed to have XXXX install the 120-day security system, satisfaction guaranteed. While there were contradictions and confusing information about the equipment cost and service throughout the process, such as : 1. They quoted a cash payment amount estimated around {$1500.00} to {$1600.00} ; however, they refused to let me pay cash for the equipment and service.
2. XXXX stated we would have one payment for the security system and monitoring services.
3. They would not have to pull a credit report ; however, XXXX pulled a hard copy of my credit report during the installment process.
4. Professional installation and 120 guarantee repairs and services ; however, the back error message continues today since day one.
XXXX. There were improper disclosures and non-disclosure of Citizen One Bank 's credit line ; however, Citizen One Bank opened the credit line ( XXXX ) and reported me 60-day delinquency without notification.
XXXX. XXXX and Citizen refused to correct credit report errors that adversely impacted my employment and ability to refinance my mortgage during the historically low mortgage rates environment.
Nevertheless, we moved forward with the service thinking a company name as big as XXXX would make good on the promises, guarantee, and cancellation agreement. Therefore, we were surprised that it would not fulfill any of the verbal and written agreements.
Per their demand, I gave XXXX my credit card information and scheduled the installation. Doing the installation process, they pull my credit again. At the begging of the process they, conducted a soft pull to quote, " qualify me for the best services. '' It wasn't until the service technician told me I qualified for the 0 % financing, and at the time, I knew XXXX pulled my credit. My wife set up XXXX automatic drafted, and we completed the transaction. I asked for the disclosure, and the sales technical said they would mail them to my address. Unfortunately, I never received the hard copy disclosure or an electronic version.
On or around XX/XX/2021, while pursuing an employment opportunity, a third-party company ( XXXX XXXX XXXX XXXX XXXX shared information about the 60 delinquencies with Citizens Bank . Upon receiving this information, I reached out to the citizen Bank for resolution. They informed me that they financed my security equipment. I explained the lack of openness and disclosure of information, and I didn't realize I had an account with them.
I specifically asked the salesmen and technicians if I would make payments to two companies, and they said no. So, hearing this information was disheartening. The Citizen customer service shared they have had many issues and complaints about XXXX employees giving incorrect information.
The collector said they would fix the problem and forward my account to the correct department to improve the delinquency report. However, upon getting my payment, the employee waffled on his commitment to fixing the issue. I talked to his supervisor, and he promised to escalate it for resolution. Also, I filed a dispute with XXXX, but never Citizens or XXXX fixed my credit.
In addition to all the financing confusion since day one, the backdoor keypad has defected. When the door is locked and we set the alarm, we receive an error message that states the back door is not online. We have unsuccessful scheduled service technicians multiple times, only have them canceled or no show. Some of the unsuccessful service dates were : XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 My wife and I made multiple unsuccessful attempts to XXXX and Citizen One Bank to resolve the issues. But unfortunately, the debt must cause us great financial, personal, mental harm. Would you please assist us with correcting the nightmare transaction that continues to impact our lives negatively?
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| 07/05/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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|
Web |
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On XX/XX/XXXX, I attempted to set up an online checking account with Citizens bank. While finalizing the application, the website crashed and returned me to the beginning of the application process, so I completed it again. This had the effect of opening up two bank accounts, and two {$1000.00} withdrawals were made from my XXXX XXXX XXXX XXXX XXXX ( XXXX ) checking account in order to open both Citizens checking accounts. The withdrawals were made on XX/XX/XXXX and XX/XX/XXXX. One of the two Citizens bank accounts was opened correctly and the withdrawal was deposited into it. The other account was improperly opened, and the {$1000.00} opening deposit, which was withdrawal from XXXX, never arrived in this account. The account that was not funded was opened in my name with the correct address, however, my Social Security Number ( SSN ) was not attached to the account, which is most likely due to the application crashing.
Because there were two Citizens checking accounts in my name and one of them was not associated with my SSN, my online account was locked, and it took approximately two weeks to receive full access to it again. During this time I was unable to know whether the second withdrawal had been deposited into either of my Citizens bank accounts. In the process of gaining access to my online account, the checking account that was not tied to my SSN was deactivated, and the opening deposit for that account should have been returned to XXXX, since there was no longer an account for it to be deposited into. At this time I was informed that the money that had been withdrawn from XXXX was simply being processed and would be returned in 5-30 days. The stated reason for the wide range of times was that it may take some time for now deactivated account to fully close.
After this time, the money had still not been deposited back into my XXXX account, nor had it ever been deposited into either checking account at Citizens. At this time I got back in contact with Citizens bank regarding the issue, and a customer case was opened with Citizens bank. They were unable to locate the missing sum, so I reached out to XXXX in order to obtain more information about the transfers. XXXX provided me with a TRACE ID for each transfer, however, the IDs provided did not match records at Citizens bank, nor the records of the transfer to funded account ( see emails for details ), which was successful. After more discussion with a manager in a Citizens ACH department, and the banker I had been working with through this issue, I was advised to file a claim with XXXX ( Please see attached letter XXXX. However, when I attempted to open a claim, I was informed by XXXX that I was approximately 2 weeks past the 60 day limit, since I contacted XXXX regarding opening a claim during the week of XX/XX/XXXX. I was not advised by either institution to file a claim until after the 60 day limit was already past.
After being unable to file a claim, I attempted to gather more information in an attempt to resolve the issue and get my missing {$1000.00} returned to me. Through further communication with XXXX, I learned that XXXX XXXX XXXX was the Originating Depository Financial Institution ( ODFI ) for the two withdrawals made by Citizens when I opened the two accounts. I emailed the individual I had been in contact with in the ACH department this information hoping that it would allow them to resolve the issue of the mismatched TRACE IDs, however, no response was received.
I have been in contact with XXXX and Citizens repeatedly over the course of more than two months in an attempt to recover my missing money, however, I have been unable to make any progress. I have included relevant emails, transfer and account information, and a signed letter from a Citizens banker in this document. Please feel free to contact me as I would be happy to provide any additional documentation or information.
|
| 08/13/2017 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
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|
Web |
Older American |
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I have deposited my pension check in Citizens Bank at XXXX XXXX, XXXX, Michigan XXXX for over ten years. However, I received a XXXX copy of my check dated XXXX XXXX, 2017 for the amount of {$1400.00} and stamped across the front of the check : " RETURN REASON UNABLE TO LOCATE, along with the XXXX check was a notice that stated : " WE HAVE ENCLOSED THE ITEM AND SUBTRACTED THE AMOUNT FROM YOUR ACCOUNT BALANCE. AS WELL AS WELL AS CHARGED YOUR ACCOUNT THE ITEM FEE. PLEASE UPDATE THE BALANCE IN YOUR ACCOUNT. ( See exhibit A notice and XXXX copy of my check ) I called the bank and instead of Citizen Bank contacting the issuer or payer the ( XXXX XXXX XXXX Pension Plan ) of the check because as they said they could n't located the account and they did nothing but sent me a notice the victim and the receiver or payee of the check. It stand to reason if you receive a check and you ca n't locate the funds or money to contact the person or institution that wrote or issued the check, if you really serious about locating the money or fund, unless you have something to hide or you do n't want them to be involved for whatever other reason. Citizens Bank had the account number, the check number, the routing number and the person or institution name that authorized or issued the check, so why could n't they located the check. This check was identical to the other checks in the pass. although, Citizens Bank reason was UNABLE TO LOCATE AC-COUNT. What was Citizens Bank really looking for the information they needed to find the check was in plan or clean sight in front of them on the check No.XXXX XXXX. Citizens Bank and the Manager XXXX XXXX reason was UNABLE TO LO-CATE ACCOUNT and not insufficient funds and I mention it a couple of times to the Citizens Bank and to XXXX XXXX the Manager and they emphatically said it was n't insufficient funds. When I deposited and/or cashed my check I only received {$600.00} out of the {$1400.00} and only {$800.00} was deposited for this particular check. The real question is where is the {$1400.00} that the bank and Manager XXXX XXXX insisted that I am responsible for the check when I did not write or issued the check. I am the payee the person or victim in this case that received the check.. Why was money or funds taken from my account without my consent and approv-al or for a better word or description stolen? Citizen Bank through their manager XXXX XXXX by the " prima facie '' evi-dence of facts appear to have concealed the real reason why they have stolen money from my account by some bank policy that is unlawful. One thing is for sure the money did n't get up and just walk await and Citizens Bank and the bank manager reason do n't pass the smell test, especially since the bank emphati-cally stated it was n't insufficient funds. If this was a matter of in sufficient funds the check would have been returned to the payer and in this case it would be the XXXX XXXX XXXX Pension Plan. However, Citizens Bank consciously, intentionally, deliberately and with forethought conceal the truth and real reason for sealing money form me it 's customer. This is a clear case of stealing from your customer and concealing the facts to cover up your negligent and criminal behavior, therefore Citizens Bank through their manger XXXX XXXX has perpetrate a fraud to conceal the true fact, thus violated the Fraudulent Concealment statute MCL 600.5855. I want my money transaction deducting the funds from my account without my consent and approval be returned to my account, plus the {$20.00} return fee with interest and penalty {$500.00} added to my account for the Bank action that was intentionally inflicted upon me under false pretense. That no transaction be taken without my consent and approval and that who ever is responsible be terminat-ed. I also want a response in writing. Sincerely Submitted XXXX XXXX XXXX XXXX XXXX XXXX, Michigan XXXX ( XXXX XXXX )
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| 11/22/2016 |
Yes |
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Web |
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This account was opened in XX/XX/XXXX, in a bank branch near XXXX, NY XXXX XXXX I believe ). The bank 's XXXX was XXXX XXXX at the time, perhaps a new XXXX there now XXXX. We ( my partner and XXXX XXXX went to open a new account. While we were there, something popped up on her computer screen that said I was eligible for a XXXX $ unsecured credit card. Making that decision on the spot was stressful, in that I prefer not to do such a thing. We were interested in building credit towards a mortgage in the next few years, so the limit and it reporting to both our credit reports was important to us. She electronically signed us up for it, we gave both of our information, and came back to sign paper documents the following day. XXXX months later is when our first complaint was lodged- this was only reported to my credit reports and the support team was unable to figure out how to get it to report to both. When nobody called back about it, we called to be told the card was not eligible at the time to report to both, my partner was simply and authorized user. Over a period of months we called to check on the eligibility of reporting to his report- to be told, 'no ', 'check again ', ... or that they had no record of him on the account ( even as an authorized user and having his own card ). Then we experienced random fees, which were fixed ... again complaints of status of card benefiting both of us. Then we started to pay down the balance drastically in XX/XX/XXXX ( additional payments on top of regular payments ), as we wanted to bump my credit score as we applied for our Citizens ' Mortgage. The week before XXXX ( mortgage lender from local branch ) pulled our credit, the credit card reduced it 's limit ( without notice ), changing a carrying balance of 30 % to almost 98 % ( with the new reduced limit ). This, again, had no benefit as to our immediate need and assurance when obtaining it ( not only was it not helping both our credit reports, but it was now not benefiting my own ). I called about this and was given some policy about how they can change it when ever they wanted, if they wanted. I filed a complaint and asked for the balance to be restored. I later found out they made a hard inquiry on my account- again, negatively affecting the credit report. I filed a complaint on this. Due to the credit card being unpredictable and not knowing how those policies may transfer to our mortgage, we pulled our application and transferred it to another lender ( who was able to approve and close in 9 days from transfer at a better interest rate! ). We dealt with the move. Around this time, there was a charge for something, not honored by the merchant- which we disputed ( to make a long story short- it took a year to resolve ), which caused the balance to be temporarily credited, letter sent it was a final decision, and then XXXX months after this letter it was erroneously reversed, causing a 400 % overage on the account. I was told by a citizens rep not to pay until it 's resolved and resolute. It was done, payment was made the following day, the lower credit line was again ... lowered ( by like XXXX dollars ). I filed a complaint. I was told to have the credit line restored, I would need to have my credit pulled again. I denied this request, as I do not feel I have to take a credit hit in order to correct a mistake on their part. I was later told by another rep that they automatically reduce the line for late payments and I should have never listened to the previous rep on this matter. I filed another complaint, it was brought to a branch XXXX ( somewhere unknown to me XXXX he filed the complaint up to a higher management level. I feel I need to keep the balance on this account higher, just to have a higher limit on my credit accounts and keep my other accounts low- which credits issues with not able to really use revolving credit at all. My credit scores are XXXX
|
| 02/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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In XXXX, we applied for the COVID-hardship forbearance program, offered by our lender Citizens Bank , as we were experiencing hardships like many New Yorkers during the pandemic. Our property in XXXX XXXX is a two-family home, where we were living in one unit and leasing out the second unit to tenants. We lost our tenants during the pandemic and faced hardship paying our mortgage. We could not find XXXX XXXX XXXX XXXX and were also XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX at that time. We tried putting the property up for sale but did not get a single offer. With so much uncertainty surrounding our financial situation, we were grateful to be approved for the XXXX forbearance program in XXXX. Since then, we have relocated and are now renting out both units at our property in XXXX. The property is now fully tenant-occupied. We have been trying to resume our regular mortgage payment without success since XXXX, XXXX when we received notice that forbearance was being extended 180 days. The letter we received XX/XX/XXXX was our first notice of forbearance period ending, but was also an automatic extension without our approval. At that time, we spoke with a Citizens rep who confirmed that the forbearance amount would be deferred to the end of the loan period, which was how the program was explained to us upon our initial application. We requested to resume regular repayment of our monthly loan amount, but were told the forbearance had been extended so we could not resume repayment. We have always operated paperless with the servicing of our loan, but since the forbearance period began we have not been able to access any mortgage information or documentation online as it is no longer available to us on the portal. Communicating with Citizens Bank by phone is extremely challenging. Since then, we have had to make repeated phone calls to Citizens bank to try and resume our mortgage repayment, without success. In XXXX, we were told that we must submit a formal application for deferral ; that it was not granted automatically. This was in direct contrast to the terms of the program as explained to us upon our initial application, and confirmed by the Consumer Financial Protection Bureau. Nevertheless, we provided extensive documentation including paystubs, bank records, and tax forms to comply with this requirement. This was provided to Citizens bank in XXXX and again in XXXX. On XX/XX/XXXX we received a letter stating that our application for loss mitigation assistance was not approved. We had no intention to apply for further loss mitigation assistance. As previously communicated on several occasions, we are ready to resume repayment of our loan. We are simply requesting confirmation of a deferral of the forbearance amount to the end of the loan period, as were the terms of the program as explained to us and confirmed by the Consumer Financial Protection Bureau. According to CFPB, under this program the mortgage servicer is not permitted to ask for proof of hardship and homeowners who receive XXXX XXXX forbearance are not required to repay their paused payments in a lump sum once the forbearance period ends. We are ready, able, and eager to resume monthly repayment of our regular loan amount and are willing to consider a repayment plan for the forbearance amount, although deferral to the end of the loan period were the terms of the program as explained to us. However, we face significant hardship in paying the full forbearance amount as a lump sum at this time. Doing so would liquidate all of our savings, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and leave us without the necessary savings we must retain to cover unexpected maintenance costs for our rental properties. We filed a formal appeal on XX/XX/XXXX, but were informed on XX/XX/XXXX that the appeal had been denied and that we are not eligible for Deferral of the forbearance amount.
|
| 10/04/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
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Web |
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Towards the end of XXXX my financial situation changed drastically because of a medical issue with my spouse. Many bills were paid late or not at all. My mortgage was well past XXXX60 days. The bank sent out an appraiser and the next thing I know I know I received a letter that stated to fix or take down an above ground pool that was empty of any water because it needed a liner. Well my premium increased a couple hundred dollars even after I notified XXXX that the pool was removed and taken down. I had gotten many quotes from other companies online and by phone. Said to say I forgot about this issue. I received a letter from Citizens One stating I needed to provide proof of insurance. This was on my back burner because I was so behind already on my mortgage. It was way past due. Citizens has a department called XXXX insurance that i thought I would use till I was able to get a Home Owners policy.My mortgage was only around {$7000.00}. On the back of my mortgage statement it says I am required to maintain fire and extened coverage for " at least the amount of the outstanding loan or replacement cost value of property ''. Well I thought i was getting coverage for the outstanding loan balance because this balance is in the interest of the bank. Well on or around XXXX XXXX XXXX I sent my copy of my full XXXX XXXX policy via internet. This was sent to Citizens One Hazard Insurance Dept. In XXXX XXXX I received from the US Postal office that was post marked XXXX XXXX XXXX a letter that the first sentence reads " Enclosed is a Hazard insurance policy we have obtained in accordance with your Deed and Trust/Mortgage documents. This was not just a Hazard policy but full coverage of {$530000.00}. with a premium of {$4700.00}. This was after I showed proof. I called and asked how this could happen and this was not what I needed with a loan balance of {$7000.00}. They gave me a credit of {$2700.00} and the rest of the premium was added to my escrow. Which now has a shortfall of {$2700.00}. I have been calling both the bank and the insurance department to no avail about this mislead charge for Hazard coverage. I have asked numerous time to send me the documents that say this coverage is mandated on the mortgage contract. I was told to read my own documents by the last female that spoke with me the week ending XXXX XXXX XXXX. She told me this is the way it is because my insurance lapsed and now I got to pay.I asked her repeatedly to make sure she documents what she said word for word on my account. There own bank statement says about having coverage for at least the amount of the outstanding loan and she said well " thats to bad '' and thats why we took out full coverage on your home " because you did n't pay and your lucky we gave you any credit ''. She also said she will make sure no other credits are given. All I have been asking from the bank is to produce the documents and or charge me a fair resonable charge for Hazard coverage. I have not gotten an answer for none of these request. Again I received a post marked XXXX policy after I showed proof of insurance with a full coverage policy. The letter was also dated on XXXX XXXX is after I showed proof. Does this bank and its employees have the right to mislead and force what ever they want on the consumer. Last week alone on XXXX XXXX or XXXX I spent 2 hours trying to get answers but all I got was " This is how it is and you need to pay ''. This amount added to my escrow increased my payment {$170.00} more. My payment was {$790.00} now its {$960.00}. This added amount to my escrow is unjust, unfair and totally misleading when I thought I was just getting Hazard coverage for fire, hail or rain or other peril or just to cover my loan balance. When is Hazard coverage the same as full home coverage. I asked many on XXXX XXXX XXXX to accept my payment of {$790.00} but no-one would accept it. I was totally mislead
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| 02/13/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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Received a mailer indicating the following : 'To Earn Bonus : To earn a {$300.00} Checking bonus, open your first new personal checking account between XX/XX/22 and XX/XX/22 and have at least one single direct deposit of {$500.00} or more post to your new checking account within 60 days of account opening. To earn a {$300.00} Savings bonus, you must open your first new personal savings account on the same date as the above new checking account ( direct deposit not required ) and have a minimum of {$5000.00} not already on deposit with Citizens post within 10 days of account opening and remains on deposit until date stated in the table below. To earn the total {$600.00} bonus, you must qualify for both the Checking and the Savings bonuses noted above. Qualifications : Primary signer on the new checking and savings accounts may not be or have been a signer on any Citizens personal checking or savings account within the previous six months. The new accounts ) must be open with a balance greater than zero and in good standing through the payout date stated in the table below to quality for this offer. Direct Deposit is recurring income electronically deposited into your Citizens checking account and may include salary, pension, and other regular income. Eligibility : Customer must register the offer code, indicated on the reverse, at www.citizensbank.com/checkingoffer to ensure timely and accurate bonus fulfillment. The address provided through the online registration must be an exact match to the address on the new checking account. Retain this flyer for your records. One-time promotional bonus is available only to one individual residing at the address registered for this promotion. Offer code is valid for one-time use only. Offers may be withdrawn without notice and can not be combined with any other checking offer. Offer eligibility is determined at Citizens ' sole discretion. Payout : Bonus will be deposited to the new checking account by the date stated in the table below and will be labeled as " Balance Builder Bonus ''. Bonus will be reported to the IRS for income tax purposes. We have multiple checking and savings options, for example if you open Citizens QuestM Checking and Savings : Minimum opening balance of any amount. Total deposits each statement period into primary checking OR minimum balance requirements apply to waive the Citizens Quest Checking XXXX XXXX monthly maintenance fee. Variable-rate Annual Percentage Yield ( APY ) for Citizens Quest Checking varies by tier. For example, as of XX/XX/22, APY by tier for Citizens Quest Checking is : 0.02 % for tiers below {$2500.00}, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX and $ XXXX. Variable-rate APY for Citizens Quest Savings varies by tier. For example, as of XX/XX/22, APY by tier for Citizens Quest Savings is : 0.02 % for tiers below {$2500.00}, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX and $ XXXX. Fees may reduce earnings. Rates subject to change after account opening. One Deposit Checking : Just one deposit of any amount each statement period waives the monthly maintenance fee on a One Deposit Checking account from Citizens. One Deposit Savings : Just one deposit of any amount each monthly maintenance fee period OR a {$200.00} minimum balance waives the monthly maintenance fee on a One Deposit Savings account.
Variable-rate APY for One Deposit Savings varies by tier. For example, as of XX/XX/22, APY by tier for One Deposit Savings is : 0.01 % for tiers below {$1000.00}, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX and $ XXXX. Fees may reduce earnings. Rates subject to change after account opening.
Upon meeting those terms and confirming with the bank that I did in fact meet the terms of the offer they refuse to pay out on the offer. I took a picture of the back of the mailer and have a scan of the front of the offer I received in the mail.
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| 06/13/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I received a letter dated XX/XX/2019 that the servicing of my home mortgage was was being transferred effected XX/XX/2019 to Citizens One. I tried in advance to set up my online account as I had received my new account number in the letter. After conversing with Citizen One customer service ( I don't have the date and time of this call ) it was explained that I would be unable to set up the account at that time, so my XX/XX/XXXX payment was sent and posted to my original servicer on XX/XX/2019. I was subsequently able to set up my online account with Citizens One in XX/XX/2019, and scheduled a payment of in excess of the payment due on the Citizens One website on on XX/XX/2019. Upon sending the payment I realized the account number was wrong, and as I could not cancel the payment online, I promptly called customer service. Customer service was closed and would be until after the XXXX XXXX XXXX the following week. I then sent a message via the website secure messaging describing the situation, and requested information of how to fix the issue. On XX/XX/2019 I called my bank and was informed that no account existed with the number I had entered so the payment would be refused. On XX/XX/2019 I re-entered my bank information correctly scheduled another payment of the same amount. On XX/XX/XXXX I received a secure message from Customer Service stating that the XX/XX/XXXX payment was posted and all was good. On XX/XX/XXXX I signed into my bank account to discover that a second payment of the same amount from Citizens One had been posted to my account, putting me into overdraft. I sent a secure message to Citizens One asking them to correct the error at the same time I was on hold with Citizens One customer service. After speaking with a customer service representative and getting no resolution, I called my bank and they put a stop payment, at no charge, on the second payment. I sent copy of my bank activity to the customer service representative showing the posting of 2 payments to my bank account, and explained that all had been taken care of on my end, and they might want to find out what went wrong on their end. I got a call from the Citizens One customer service representative and was basically told that since I had scheduled 2 payments they could not correct anything. I explained that I had already taken care of it on my end, one payment would go through so I finished. I asked to speak to a supervisor, and asked to have a call from her supervisor. I got no call. I logged into Citizens One today to discover that no payments were credited to my account and a stop payment fee was being charged. I called customer service again and was informed that a check in the amount of my mortgage payment - not the amount that had been withdrawn from my bank account- was issued to me at my request and sent by mail on XX/XX/2019. As if the time of the phone call I had not received a check. I at no time requested a check be issued to me. I made it clear that I had taken care of every thing with my bank, and they need do nothing else. This evening I did receive the check in the amount of my regular mortgage payment, which I have not and will not cash, which is less than the amount that was withdrawn from my bank. The customer service representative wanted me to cash the check and send another payment into Citizens One. I have many issues with the whole situation- withdrawals from my bank account that were not authorized by me, checks issued and sent by mail that I did not request, a payment history that does not reflect the responsible way in which I make my payments, customer service representatives that are, in some cases, argumentative, do not listen to the issues at hand and want to put the work of resolving their issues onto me. Citizens One makes it clear that they are a debt collection agency, and clearly they are not prepared to service mortgage loans.
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| 08/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Payment process
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Web |
Servicemember |
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Both XXXX XXXX AND Citizens bank are at fault here Here is how : THE TOPLINE Citizens put me in foreclosure stating that they did not receive the payment, which is FALSE, as you can see confirmation of payment XXXX said my account was overdrawn, which is also FALSE Thus, they made me pay TWICE, yet CItizens did NOT credit me for the duplicate payment. Nor for the seperate payment of {$500.00} for escrow.
Of note, you can see the policy Citizens has about online payment which was taken within 3 days, yet 10 days later they stated that XXXX took those funds BACK and so I had to pay again in XXXX for two payments to restore the account.
I contacted the CFPB when I was in default and no one replied, so I made A THIRD payment.
THE DETAILS I paid my mortgage in XXXX for the XXXX period.
The payment was made online and via my XXXX account.
You can see payment confirmation via EMAIL and I called and got confirmation from Citizens that in fact, it was received and processed. Calls are recorded ... feel free to ask them to pull the call from XXXX and XX/XX/XXXX They confirmed I could close my XXXX XXXX account as the payment was processed.XXXX bank deleted from my email that email which asks you how was your call with Citizens or I would attach that which I had as evidence prior.
I went into the XXXX branch 2x to confirm the status of payments outgoing had cleared that in XXXX before closing my account in XXXX. First visit to XXXX was XX/XX/XXXX then again XX/XX/XXXX All was clear... I have a letter stating the account was closed in good standing.
over a week or two after CLOSING the XXXX and more than 2 weeks after paying Citizens, the mortgage company stated that XXXX took that payment BACK.
XXXX also stole from me when I cancelled the check to XXXX XXXXXXXX XXXX XXXX and the did NOT stop the check which was done within hours of issuing it, XXXX said that the info did not match but I have proof it DOES match and they should have cancelled it, and parks never made it right so XXXX gave a XXXX business who destroyed my water heater money and did NOT honor FDIC policy, and the FDIC has not replied to request for them to honor those funds. If it was a credit card and I instantly returned it, the bank would have to honor those funds, and it is supposed to be with a check but XXXX did NOT. I share this so you see how XXXX stole me. I closed the account for that reason and they enabled Citizens to do the same-steal from me as they did NOT take the funds and apply, they pocked it that money. And when I wrote you that they were threatening to foreclose on my home, you did NOTHING.
So Now I am asking you for justice, please for the love of God do me justice. Pleas- ADDITIONALLY -- the ESCROW refund is NOT accurate because it does not take those monies into account from the XXXX payment People take advantage of me as they see Social security sends me money. This was cruel. It is also ILLEGAL.
Its fraud.
REQUEST FOR YOUR HELP Please refund my monies to me OR OR get Citizens to acknowledge the receipt of the payment, which they are denying. These are huge profitable companies taking from a solo person with no family no friends -they lie, cheat and steal. God as my witness they have oppressed me, lied and cheated. And they do not want to do justice. i have other proof of ways XXXX has stolen from me and Citizens has tried to add in random charges to get more money.
Enough! enough! I deserve justice!
I have attached a few snapshots, but you are in a powerful position and can pull those calls made to Citizens, I ask that you do so.
As XXXX did not return those funds to me when I closed the account, and Citizens is NOT crediting my account.
REQUEST AGAIN Please please please use your power given to you by God, the governement and the CFPB to grant me justice. And if you DO grant me justice, my XXXX in Heaven will surely bless you.
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| 04/03/2016 |
Yes |
- Bank account or service
- Other bank product/service
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- Account opening, closing, or management
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Web |
Servicemember |
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Most recently I have been notified by all three credit bureaus XXXX, XXXX, and XXXX, that a major derogatory event has been reported on my credit files by Citizen 's Bank. Citizen 's Bank is reporting that I am 120 days past due on an item believed to be associated with a line of credit I was unable to open due to having been denied a request for the line of credit in question by Citizen 's Bank. During the time of a refinance of a student loan ( XX/XX/2015 ) it was mandatory a checking account be opened ; therefore, I complied by opening the checking account. I made a request for an overdraft line of protection in the form of a line of credit for this account over the phone, but it was denied due to my credit not being strong enough to support an unsecured line of credit. I applied by speaking with XXXX ( over the phone ) in the XXXX branch, she informed me ( over the phone ) I had been denied this line of credit. It is my understanding Citizen 's Bank records all of of it 's telephone calls, so it should be very easy to verify this conversation and this matter should be over immediately. At the time of opening the checking account no other request was made to open a line of credit other than what the bank offers as a courtesy at their discretion, and no overdraft protection was ever extended. In addition, my spouse who did not in any way apply or consent to the opening of this line of credit ( also a signatory on the checking account ) is also being penalized with 120 day past due entries on all of her credit files as well. We have contacted Citizen 's Bank at least fifty times and have had numerous conversations regarding this matter. We have been promised an investigation during which time any account activity including reporting to any outside agency would be placed on hold until the investigation was complete. This negative reporting began several months ago despite our numerous calls and conversations promising us this would not happen while the matter was being investigated. We know the line of credit is invalid due to me having been denied for the line of credit, and my spouse never having applied or consented to a line this credit. This matter has become extraordinarily damaging to both of our credit profiles with all three agencies all the while we are being given the run around and every excuse imaginable by Citizen 's Bank.
To sum this up : Several months ago when it was first discovered there may have been a problem with the checking account in question, it was promptly closed with a positive balance per Citizen 's Bank, again over the phone on a recorded line. Multiple calls were placed to the branch, customer service, collections, the Chairman 's office etc ... to clarify the following facts : I personally, was denied the overdraft line of credit protection for the checking account and my spouse never applied or consented to an overdraft line of credit in any way shape or form. This is such a simple matter, yet Citizen 's Bank will not cooperate with us, they are engaging in nothing but egregious behavior hurting my spouse and I substantially over a line of credit I was denied for and my spouse never consented to. Citizen 's Bank will not stand by their word when we speak to them, they say one thing then do another. They are only interested in inflicting as much financial harm upon us as they possibly can over a line of credit that was never legally, formally, properly, opened or consented / agreed to. Apparently Citizen 's Bank will not admit they are wrong and would prefer to destroy a consumer 's credit profile and life rather than work with the consumer in an ethical consistent manner. The credit bureaus are guilty as well since they will not listen to us and continue their negative reporting regardless of how strong a case we have presented to each agency. Please help us end this unethical, illegal, nightmare.
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| 07/21/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
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Web |
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This account was opened in XXXX, in a bank branch near XXXX, NY ( XXXX I believe ). The bank 's manager was XXXX ( at the time, perhaps a new manager there now ). We ( my partner and I ) went to open a new account. While we were there, something popped up on her computer screen that said I was eligible for a XXXX $ unsecured credit card. Making that decision on the spot was stressful, in that I prefer not to do such a thing. We were interested in building credit towards a mortgage in the next few years, so the limit and it reporting to both our credit reports was important to us. She electronically signed us up for it, we gave both of our information, and came back to sign paper documents the following day. Three months later is when our first complaint was lodged- this was only reported to my credit reports and the support team was unable to figure out how to get it to report to both. When nobody called back about it, we called to be told the card was not eligible at the time to report to both, my partner was simply and authorized user. Over a period of months we called to check on the eligibility of reporting to his report- to be told, 'no ', 'check again ', ... or that they had no record of him on the account ( even as an authorized user and having his own card ). Then we experienced random fees, which were fixed ... again complaints of status of card benefiting both of us. Then we started to pay down the balance drastically in XXXX ( additional payments on top of regular payments ), as we wanted to bump my credit score as we applied for our Citizens ' Mortgage. The week before XXXX ( mortgage lender from local branch ) pulled our credit, the credit card reduced it 's limit ( without notice ), changing a carrying balance of 30 % to almost 98 % ( with the new reduced limit ). This, again, had no benefit as to our immediate need and assurance when obtaining it ( not only was it not helping both our credit reports, but it was now not benefiting my own ). I called about this and was given some policy about how they can change it when ever they wanted, if they wanted. I filed a complaint and asked for the balance to be restored. I later found out they made a hard inquiry on my account- again, negatively affecting the credit report. I filed a complaint on this. Due to the credit card being unpredictable and not knowing how those policies may transfer to our mortgage, we pulled our application and transferred it to another lender ( who was able to approve and close in 9 days from transfer at a better interest rate! ). We dealt with the move. Around this time, there was a charge for something, not honored by the merchant- which we disputed ( to make a long story short- it took a year to resolve ), which caused the balance to be temporarily credited, letter sent it was a final decision, and then four months after this letter it was erroneously reversed, causing a 400 % overage on the account. I was told by a citizens rep not to pay until it 's resolved and resolute. It was done, payment was made the following day, the lower credit line was again ... lowered ( by like XXXX dollars ). I filed a complaint. I was told to have the credit line restored, I would need to have my credit pulled again. I denied this request, as I do not feel I have to take a credit hit in order to correct a mistake on their part. I was later told by another rep that they automatically reduce the line for late payments and I should have never listened to the previous rep on this matter. I filed another complaint, it was brought to a branch manager ( somewhere unknown to me ) he filed the complaint up to a higher management level. I feel I need to keep the balance on this account higher, just to have a higher limit on my credit accounts and keep my other accounts low- which credits issues with not able to really use revolving credit at all. My credit scores are XXXX
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| 09/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX, when Covid-19 first hit, my husband and I were worried that his XXXX ( he is a XXXX XXXX XXXX ) would be negatively affected. As a precautionary measure, we decided to enter into a mortgage forbearance plan with our bank/mortgage holder Citizens Bank/CitizensOne . It was our understanding that this was a 3-month forbearance plan, and we were comfortable with that. Luckily, the pandemic did NOT negatively affect my husband 's business and by the end of the second month we contacted CitizensOne to let them know that we no longer needed to be in the program. At that time we were told that our forbearance had automatically been extended until the end of XX/XX/XXXX. Since we knew that the missed mortgage payments would be tacked onto the end of the loan once the forbearance was over, and because we knew that with the rates going down we would be refinancing eventually, we figured that the additional 3-month forbearance was acceptable. In XXXX, I contacted CitizensOne to ask our next step. I was told that we needed to be approved for the deferment of the missed payments, and so we went ahead with that approval process. In addition, they informed me that their system was so backed up because of so many forbearance plans due to Covid, that they had once again automatically extended our forbearance an additional 3 months. We were not happy about this, but were told that we could start making payments again starting with our XX/XX/XXXX mortgage payment. At that time we were told that our first two monthly payments ( XXXX and XXXX ) would need to be called in rather than submitted online like we had done in the past. In XXXX we got a letter that our deferment request had been approved. XX/XX/XXXX I called and made a mortgage payment over the phone. I continued to do this every month from XXXX through to the current date. Each time I was told that our mortgage forbearance was still in place because their system was so backed up. We would explain each and every time we spoke with them that we have been trying to end this forbearance for over a year, and each time we are told that a 3-month extension has been put in place. ( While we understand the extension is intended to protect us so that we aren't appearing to default on the mortgage, we do not want or need that extension. We want to pay our mortgage monthly, and we wanted to be able to do that starting in XX/XX/XXXX. ) Finally, in XXXX, we had had enough. We decided to refinance the mortgage with another company. During our refinance process we needed documentation from CitizensOne regarding our payments since XX/XX/XXXX. The documentation ( which I will attach ) shows clearly that we have been making, and they have been receiving, our mortgage payments once a month since XX/XX/XXXX, and even though they continually told us that the forbearance SHOULD be over, and our payments SHOULD have been applied as intended, they have not been. Our money has been going into an " other '' account. They call it a " suspense '' account. The principle has not been going down at all. Each and every phone call results in the person telling us that they will email the management team to try to expedite the process to finally end the forbearance plan. Each time we are told that it will take 3-4 weeks. This last time we spoke ( on Monday, XX/XX/XXXX ) we were told once again that our forbearance was set to officially end on XX/XX/XXXX, and that she would send an email to management to speed that along ... which would take 3-4 weeks. I have no confidence that the forbearance plan will end on XX/XX/XXXX, as we have been being promised this every 3 months for a year.
We don't know what to do at this point. We've asked to speak to supervisors, anyone who can help us further, but were told that they could put a message in for a supervisor to call us back, but that no one was going to call.
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| 11/14/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Credit decision / Underwriting
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Web |
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The entire lending experience with Citizens Bank was terrible. The lender kept pushing a XXXX ARM, which we had considered initially but decided to go with a 30yr fixed. When we received the closing disclosure, it was a XXXX ARM, we immediately requested that it be corrected to the 30yr fixed we decided upon but they kept delaying and saying it was changed but would n't send it to us. They waited until the next day and then tried to convince us to waive our rights so it would n't push the closing date due to the 3 day clock reset. This seemed very intentional, like it was something they often do, because they sent us an email instructing us to draft a letter : -- -- From the loan officer : I have outlined the basis of the letter in this email. Please elaborate on why you wanted the product changed and make sure to include your contact information at the bottom as they will need this.
" To Whom it may concern, This letter is to waive my right to review the new Closing Disclosure 3 business days prior to closing. I must close on the property at ( property address ) or I face financial hardship in the form of losing my Earnest Money Deposit and property falling through. I must close on this property on XXXX. There is substantial expense associated with my drive and move to ( property address ) and require this property so I may begin ( new job ) on time.
In addition this letter is to address the change in rate and product. This was done at my request, I requested a 30 year fixed rate loan that increased my rate to ( % ) and increased my APR. I decided that the 30 Year Fixed was a safe option to avoid the market causing my ARM rate to increase. I felt as though the difference in payment monthly was worth the security of having a fixed rate and knowing the rate could not increase. I am fully aware that the rate and APR increased and am fully aware of the difference in monthly payment however I still wish to go with the 30 Year Fixed and need to close on XXXX.
My contact information is below and should anyone have any questions please do not hesitate to reach out to me. I look forward to closing my loan. '' Please make sure to physically sign and date this at the bottom and send back so we can close on time. Thanks -- -- We responded with this : " We do n't feel comfortable moving forward by waving our rights to review a closing disclosure. We would like to receive the corrected closing disclosure for the 30yr fixed including the corrected deposit amount and we understand that this will reset the clock. We would really appreciate it if this could be done tonight since our closing date has already been pushed more than expected. " They finally sent us the correct closing disclosure.
On several occasions we asked about having to open a checking account and were told we would have the opportunity to later if we desired but there would be no discount for having an account. We decided we did n't need one, during closing we set up our mortgage payments to come directly out of our primary bank account with another institution.
On XXXX XXXX we received an email stating a form was to be signed that was forgotten during closing. The form was dated XXXX XXXX and was an ACH for a direct debit of the mortgage payment from a bank account with Citizens Bank. We said we were not going to sign it, we had already set up payments from our bank and signed an ACH form, and this form was not " forgotten '' at closing. The form had an account number on it, we asked how they could have an account number if we do n't even have a Citizens bank account ... .It turns out they opened checking, savings and credit line accounts in my husband 's name without our authorization, they even charged the credit line for the opening deposit into the checking account all without any authorization or signatures! We are still fighting to get them properly closed.
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| 07/30/2015 |
Yes |
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- Settlement process and costs
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Web |
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I begin the process of trying to refinance my condo in XX/XX/XXXX 2015. I began this process knowing that I would be laid off in a few months and wanted to get it started as I stated in my original affidavit to CCO Mortgage. I submitted all the paperwork requested within a timely matter. The initial process letter stated that if I supplied all that was needed in the allotted time the process should take no more than XXXX days. It has been XXXX months and I have still have not finalized my loan modification. Throughout these last XXXX months I have had to call my relationship manager over and over again. My constant complaint is not getting any information about what programs for which I would be considered. No one at the bank would tell me about any of the programs or how long the process would take. It was not until I received the letter saying I declined the modification that I saw the list. To this day, no one will tell me what those programs are or if I ever qualified. It is near impossible to get your relationship manager over the phone. When they do decide to get back to you, they leave no message. If you do manage to catch one of those early morning or late Friday afternoon calls its only to tell you they will call you again.When I finally did catch someone the last week of XXXX of 2015, I was told I was approved for a modification for 4 %, instead of my 4.875 %. I still had yet to the acceptance paperwork which I was told was mailed. I told the representative at that time I had been laid off. She took it on her own accord to throw out my modification acceptance without as much as a word to me. XXXX weeks later I received a letter dated XXXX XXXX, but was not mailed until XXXX XXXX in the mail stating my modification was declined because I did not accept the agreement. This was a flat out lie. By the time the paperwork came, it was too late to appeal by mail because it was mailed over XXXX days after being generated and only XXXX days were given on the notice. I immediately called letting them know this was a terrible error and the representative they had no right to do that especially since she was not my relationship manager. I was told they would reopen the case and the first payment would be due on XXXX XXXX, where I would be contacted to make the new payment over the phone because that was the only way. Of course when XXXX XXXX, 2015 came I did not receive any phone call. I called XXXX times, after XXXX hours I spoke to the representative who said they were going to call me and she quickly denied everything and they told me I would have to start all over again with the process. I told them no, they were at fault not me and they were doing this on purpose trying to force me into foreclosure with this so called process. Finally they took the payment over the phone and said someone would contact me when the paperwork was mailed. No surprise I did not get a call, I had to call my relationship manager again where I was told it would be sent XXXX. Again the document date was XXXX XXXX, 2015 and I did not receive it until XXXX XXXX, 2015 and FedEx overnight back on the XXXX of XXXX. I was sent 3 copies and was told by my relationship manager that only 2 copies were needed. I missed a phone call this morning, XXXX XXXX, 2015, which no message was left and phoned back to inquire about the missed call. My relationship manager said the paperwork had to be resent because XXXX paper was n't signed and XXXX had a different date. I asked why they could not use the XXXX sets that were signed and dated properly and she did not have an answer. I also told her that my account in showing delinquent due to this long process even though I was making the payments directly to them. Now my credit would be affected it this process did not speed up because I was unemployed now. I can not afford a mortgage delinquency on my credit report.
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| 07/15/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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I hold three accounts with Citizens Bank -- a personal checking account, a business account, and an estate business account. In early XXXX, I had a vendor refund me {$3000.00} for a deposit I'd made over a year prior. When I requested the refund, I forgot it was to the business account, and didn't realize that account had been charged off due to having gone to a negative balance, as I was not using it much anymore since the estate had been fully probated.
Since the estate account was closed, the refund went into limbo. I called the bank a couple of times but was told rather rudely and dismissively that once an account is closed, they no longer track any attempts to deposit to it, and that the refund would bounce back to the vendor, and I should resolve it with them. I attempted to do this, but the vendor had no such indication of the refund returning to them. I went back to the bank, and was repeatedly told by various employees that they were not in the practice of keeping records of attempts to deposit to a closed account, and that I should take it up with the vendor and leave them out of it. The vendor continued to insist they had no sign of it bouncing back to them.
The following week I went into a branch and insisted that an employee dig deeper, given the amount of money involved and the fact that they must be able to track some indication of what happened when the attempted credit was made. Sure enough, the employee learned the bank did, in fact, have record of it -- and had already deducted the roughly {$200.00} to compensate themselves for the negative balance in the estate account at the time it was charged off -- a negative balance consisting largely of overdraft charges.
Because I had requested the refund in the first place due to a personal financial crunch, my main personal account balance was now also running very low. I asked the bank employee if they could quickly deposit the remainder of the {$3000.00} into my primary checking account, and he requested internally that that be done. However, he received a response that they would have to issue me a check and mail it to my home. I was promised on XX/XX/XXXX that it would be sent immediately. The following week, I did not receive the check, so I followed up, and was told it would be the next week. The next week came and went, and nothing arrived, so I checked again. This time I was told there had been a " computer glitch '' that caused the check to never be created, and the process would have to be initiated again. The employee requested internally that they either do a direct deposit or XXXX the check to me, but was declined for both. So I was promised I would receive it in the mail promptly. On XX/XX/XXXX, I still had not received anything, and asked again -- the employee I'd been dealing with at the local branch looked into it again, and was told again that there'd been some mishap, and the check had never been created.
All this time, due to my low account balance in the first place, my account went negative, and I received an inordinate number of overdraft charges totaling several hundred dollars ( I will get you a grand total when this is all over ). I asked the employee if these charges would be reversed, given they were all the result of their own series of errors and complete inability to get me my money in a seven-week dragged-out time frame -- even after they wasted no time in deducting their own {$200.00} from it for the prior overdraft charges. He told me it was unlikely they would refund more than perhaps one of them.
As of today, I still have not received my money, but have been charged hundreds in overdraft fees. It is not a complicated issue to resolve, and feels like they intentionally slow-walked it to cause more overdraft fees to be incurred. I do not believe this is lawful behavior by a bank and wish to see it investigated.
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| 12/23/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I previously was banking with XXXXXXXX XXXX and closed my account. They issued me a check with my balance in the account which was {$52000.00}. I then went to Citizens Bank on XX/XX/XXXX and deposited it in person inside the bank into my checking account. I was told that it would be available in XXXX hours and {$200.00} would be available the following day. I Then tried to log into my online banking on XX/XX/XXXX to check my account balance and was locked out. I then called the customer service number and was told my account was suspended and I would receive a letter in the mail. The rep continued to state that my check was being held for further review and would clear on XX/XX/XXXX. I waited until XX/XX/XXXX and called the toll free number to check my account balance and it was {$51000.00}. I had a negative balance on my account so that is why it was {$51000.00}. The rep told me after telling me the balance that I could not make any withdraws because there is a lock on the account from the credit department. I then called the credit dept and they told me I would have to wait 24hrs because even though the check cleared there was an additional hold for 24hrs. I then called back again and the second person told me I can go into the branch and have the branch call the credit dept and the hold could be removed. I then went to the branch at the XXXX XXXXXXXX XXXX location they XXXX XXXX fraud department and they told them that the account can not be unlocked and I would receive a letter in the mail. She then called the credit department and they told her they are unable to remove the lock as well. I then left the branch and called back. This time I spoke to the credit dept and spoke to the first person I spoke with and she continued to say that I can not withdraw until 24hrs have passed. I then requested to speak with a manager and they transferred me. The managers name was XXXX XXXX. XXXX stated that my account was in process of being closed and asked if I had received and correspondence via mail. I told her no. She then stated she would have to call another department to see if the hold could be lifted and to call back in XXXX min. I waited an hour and called back XXXX she then told me that the lock wasnt able to be removed and the check that I deposited is on hold until XXXX of XXXX. And I asked for my current account balance and it now relefect negative {$950.00}. So they removed the deposited check after clearing it. At this point I decided to go to the branch where I initially deposited my check hoping they could help me. In turn I was disrespected, discriminated and called many derogatory names. I was humiliated in front of customers and called XXXX shaming names. I was told by XXXX XXXX that my check is a fraud and I am a fraud and that is why my check could not be deposited. I walked into the bank calmly and waited my turn. I was told to hold on a second while another site XXXX was being helped. That is when XXXX XXXX came out to no where and told me to come sit at the her desk. She remembered me from when I first deposited my check because I was insulted me from that very first day. When asking about the issue with my deposit XXXX became enraged stood up and pushed her desk straight into me telling me to back up pointing her fingers in my face using profanity. I was seated up until she got In my face. I have video recording of everything how it happened from start to finish. Law enforcement was then called and we were told to leave. I have tried to reach out to the are manager XXXX XXXX. The telephone number I was given for him is ( XXXX ) XXXX. I have called twice today and left a voicemail. I need this issues resolved immediately and need this branch and its employees investigated. I am a customer and consumer. I was told I was fraud and check is fraud. That was completely unacceptable and humiliating
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| 03/21/2015 |
Yes |
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- Disclosure verification of debt
- Not disclosed as an attempt to collect
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Web |
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Charter One Bank & Credit report issue : I received letter in XXXX related to this account. Based on my concerns, I met XX/XX/XXXX with an Account Specialist at Charter One Back in XXXX XXXX ( XXXX XXXX XXXX ), I believe her name was XXXX. She informed me that this equity loan could not be drawn against any longer. She told me it was not due in full and I could continue to make payment on it to pay it off. I had been paying $ 160/month, but increased the payment with Automatic withdrawal from my Charter Checking to $ 500/month starting in XXXX.
I also had issue checking if payment were made and how much I owed due to not being able to see a statement on my Charter workflow. I asked ( sent requests ) about this statement issue several times and could not get good answer why. They would tell me due to status.
After I set automatic transfer for the $ 500/month payment and did n't concern myself with this account and thought all was ok. This is what Automatic Payment is about, not having to check it monthly. In XXXX, I was collecting Tax information and asked about Interest paid on this account and was told it was in bankrupt status and no credit was being charged. I did ask why and they told me it was related to my Ex-Wife 's Chapter XXXX filing in late XX/XX/XXXX - XX/XX/XXXX. I did not know anything about this filing. I assumed since it was her bankruptcy it would not affect me and I agree to continue to pay off this loan. I requested to put it back on automatic payment & was told I could not and had to manually send Check in to Charter One.
I received several Credit inquires letter for Auto loan were the bank said I was denied due to my credit report, so I requested a Credit Report and found this account in Charge Off Status! I attached the page were this is noted and you can see I was paying this through XXXX with auto withdrawal. The report states I was 90 days late while I was still paying, this is an issue. I did not know this at the time, but in XXXX, the auto transfer must have been stopped by Charter without my knowledge or notification. I do know see Fail to Transfer notes, but I see these types of notes out of Charters system and then the funds transfer, so I did n't think much about it. After 60 days of non-payment ( due to Charter stopping the transfers ), the account was put in Charge Off. Again, I was not informed of this issue back in XXXX, XXXX, XXXX, XXXX.
I attached copy of transfer failure that I looked up after a realized that the payment were not really going through.
My issue is with this account being put in this status without ever being called or a letter written to me. I attempted to pay Charter $ 500/month and the only reason you did not get paid, was because Charter 's own bank stopped these payment, not me!!!
I requested this credit information be removed from my Credits Reports and this account re-established so I can set-up auto payments. I requested Charter One to understands my frustration with this and that I was always willing & attempting to pay on-time what I owed.
About a week or so after I sent this request to help fix this Charter One issue, I received a call from a Collection Agency ( XXXX XXXX XXXX XXXX ) that stated that they were hired to collect on this Debt! They told me I had to end of the month to come up with ~ {$39000.00} payoff. I told them I did not have {$39000.00} laying around and what my options were, They said I could request a reduced payoff, so I offer 50 % which they did not accept, but did come back with an offer of {$22000.00}, so I accepted and borrowed money from my XXXX to pay this amount. Now I have both late payment on my Credit Report & loan payoff at reduced amount. I have never had a Credit issue on my report and now due to Charter One 's actions, my credit report & ability to get loans is effected, XXXX loan denied.
Need help, XXXX
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| 06/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American, Servicemember |
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My home went into foreclosure after my husband passed. I hired a law firm ( XXXX XXXX ) to as sist in me in getting a loan modification - which they did and under which I successfully completed the trial period and continued making payments - only to find out in XX/XX/XXXX that the law firm closed it 's doors prior to sending in the final paperwork for the loan modification. ( I have since been able to recover the fees I paid to the law firm because of this occurrence ). Neither the law firm nor Citizens sent the final paperwork to me, and I received no communication from Citizens that there was an issue with the loan modification until I received a check equal to my mortgage payments in the mail fr om Citizens. When I contacted Citizens about the che ck, I was then notified that the loan modification had been invalidated and that my account had been placed with XXXX XXXX XXXX for foreclosure. After numerous calls attempting to understand why the loan modification had been invalidated, I was told that the final paperwork sent to the law firm had not been returned. I asked why I was not contacted by Citizens prior to the loan modification being invalidated and was told that the policy was that all paperwork went through the law firm. Fast forward 7 months, and no progress wit h Citizens, I filed for Chapter XXXX bankruptcy in an attempt to save my home. I have over the course of MANY MONTHS attempted to obtain a new loan modification and have also tried to negotiate a payoff. No matter which path I attempt to take with Citizens, I am given the same ultimate response : I am told that no decisions can be made regarding my account until 'the investors are contacted ' and that all decisions on my account are 'what the investors feel can be justified '. I have attempted Loss Mitigation efforts for months : Loss Mitigation re presentative XXXX XXXX requested several forms via email including an authorization from my bankruptcy attorney releasing me to speak with Citizens, of which I completed and returned all. XXXX XXXX then told me that unless I assumed the loan it is in my deceased husband 's name he could do nothing for me. I explained that I could not legally assume the loan in bankruptcy and asked how the loan modification had been successfully put in place the first time without my assuming the loan and received no response he stopped returning daily calls and emails and referred me to their foreclosure division. I had to get an email from that division - XXXX XXXX XXXX - to forward to XXXX XXXX to prove to him that they do not have my account and that I need to speak with Citizens. After receiving the email, he agreed that he had made a mistake and then told me he would help me find a loss mitigation option, then once again stopped returning my daily calls and emails requesting help. I have not heard from him since that exchange. I was then forwarded to an account bankruptcy representative XXXX who told me she could do nothing to help me and then referred me to XXXX to negotiate a payoff. XXXX ( on Monday, XX/XX/XXXX ) told me she 'needed to speak to the investors ' and that she would return my call on that Friday. She did not return my call, though I called several times last week, and had agents call on my behalf several times last week. It has been impossible finding ANYONE to speak with about my account. I am desperate to negotiate a payoff wit h Citizens One on my husband 's mortgage as the principal owed is only ~ {$84000.00} and the home has been appraised for {$310000.00}. What has become increasingly clear is that Citizens and the 'investors ' want to foreclosure on my home and make the profit from the foreclosure sale instead of agreeing to any type of loss mitigation, including negotiating payoff on the mortgage, so that I can save my home.
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| 02/08/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan servicing, payments, escrow account
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Web |
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I had a large loss on my business building that I have a loan with at Citizen 's bank, in XXXXXXXX. My insurance check had to go to the home office to get endorsed. No one from the office of the chairman, who had my initial complaint warned me ahead of time, even though they knew a large check was going to be sent to me, with them also as a payee. I got the check Wednesday XXXX XXXX. My bank manager over nighted it to the home office. It was received at XXXX XXXX XXXX. XXXX XXXX. Continued contact with the office of the chairman spokesman, XXXX XXXX, proved to be uninformative. He knew nothing, and seemed to not be able to communicate with the loan department, which is absolutely ludicrous. They expect intelligent people to believe that the supervisor of XXXX, XXXX, and XXXX have no way to call and talk to the loan department who handles insurance disbursements. Going through the office of the chair, was suppose to expedite my payments. On Wednesday XXXX XXXX, I am told the check is not endorsed by me, and they have to send it back. It took them XXXX days to figure that out. The check was sent back to me. XXXX XXXX did not know if it was regular mail, or overnight. By XXXX on XXXX XXXX XXXX, I felt that the check was not overnighted. I went out and when I got home at XXXX XXXX, the envelope with the check was in the door. I would have taken it right back to the bank, Thursday if I had known it was coming. As it was, we took it up Friday with a XXXX page letter describing out business building that is getting rebuilt as it is an agricultural outdoor building without all the guidelines for the third disbursement. I was asking for the first and second disbursements as we have already gotten the building down, and need the funds to continue with the building of the new building, including the purchase price which is due in two days now, when it is delivered. I was told on Friday XXXX XXXX by XXXX XXXX supervisor in the office of the chair, that she would do whatever necessary to expedite payment.
Both XXXX and XXXX, talk and say nothing concrete. They have no real facts from the department that handles disbursements of funds. They are basically sweet talking me so that the bank can keep these funds as long as possible. My bank manager had my endorsed check and letter on Friday the XXXX, at XXXX XXXX and failed to get it in the XXXX box in time to be picked up Friday night. It never got shipped until Monday the XXXX, and received Tuesday the XXXX. I assumed that I would have my funds deposited Tuesday when they received the check- I was told Monday evening by XXXX XXXX that he would arrange a conference call with the loan department, for Tuesday and my questions could be answered. No call, so I called, XXXX, XXXX and XXXX XXXX. Finally got a call from XXXX, who now tells me it is so hard to arrange a conference call with everyone at one time because of meetings. I told her the conference call was their idea. I want my disbursements. At this point, the office of the chairman, supervisor knows nothing and can not tell me with Citizen 's bank will disburse MY- let me repeat MY money from my insurance proceeds to rebuild my building where I make a living, so that I can pay the loan, and my other bills. They have stolen my money with no way for me to talk to anyone that has any control over the release of my funds. How can banks get away with this. Everyone knows this is our living, and that we can not work without our building. Citizen 's bank managers, regional managers, and even XXXX XXXX XXXX who runs the XXXX Citizen 's banks have been contacted, and no one, can step in and help a customer who has had a loan for 17 years with them, and a checking account for over 20 years. This is how they treat their good customers, never late one day on a loan. My advise to anyone -- do n't get a loan with CITIZEN 'S
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| 06/01/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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My husband was severely injured at work. We were receiving XXXX XXXX payments. At times the payments were delayed for a few weeks at a time. We had delayed paying our property taxes so CCO Mortgage made our payment on our behalf. They notified us our next months mortgage payment of {$550.00} would include an additional {$630.00} to pay back to escrow. This was XX/XX/XXXX. We paid the {$1100.00} for XX/XX/XXXX-XX/XX/XXXX. XXXX we paid {$1100.00} they held this payment and it was not applied to the XXXX bill because it was {$6.00} short. I had assumed that it was being held due to us applying for a loan Modification in XXXX. ( We were denied a modification in XXXX. ) XX/XX/XXXX we received the {$1100.00} check in the mail and that is when I was told the payment was not applied for XXXX because it was {$6.00} short. They would not accept any payment except for the total past due {$3500.00}. I was told If we paid off the Escrow balance of XXXX and include a letter stating you do not want them to pay the taxes ( non-Escrowed ) Then our past due payments would return to the regular affordable amount and we would be able to catch up. We sent them a Check for {$1800.00} certified on XX/XX/XXXX. I called CCO Customer Service department to let them know I sent the check and to make sure they would not pay the upcoming property tax bill due by the end of XXXX so we could catch up. The next day CCO Paid the property taxes. They received our payment of the past due escrow and would not adjust our past due payment amount. Nothing was adjusted, this is after attempting to have at least XXXX different people look at our account and see that we would be overpaying our negative escrow balance by over XXXX. Getting in contact with them and being transferred from XXXX department to another and back several times and getting disconnected during the transfer seems to be their specialty. As well as conflicting answers and unwillingness to help or understand. We had not paid since XX/XX/XXXX. Or XX/XX/XXXX bill went up to $ XXXX.No answers for that from CCO. XXXX XXXX Applied again for loan modification. Sent every single form requested in a XXXX inch thick full envelope. Called made sure it was received and if anything else was needed, ( I knew what was expectedfrom the prior modification attempt. ) I was told it would take time to see what was needed and I would be contacted. I called back at least XXXX times a week to see if anything else was needed. On XXXX XXXX I was told I needed XXXX forms which I faxed to my servicer on that same day. Confirmed she received them after several frustrating phone calls being bounced around.From XXXX XXXX to XX/XX/XXXX I spoke to CCO Mortgage to keep everything up to date that was needed for the modification, faxed everything that was requested each week, even paystubs and bank statements that were not even requested I faxed. I have my phone records showing over XXXX hours and XXXX minutes on the phone with CCO Mortgage. On XXXX I was adamant about talking with someone because my servicer was not available, or not in, or I was told she would call me back and never able to reach her or receive a call back. I spoke to another loan specialist, she asked for more of the same forms I had faxed to my original servicer more than once. I sent them all to her as well as my original servicer. I received an Email back from my original servicer stating " Unfortunately you were misinformed about your file. The file was removed from loss mitigation on XXXX She stated she would have the file reviewed.I have XXXX help line investigating and they are getting no where CCO is Requesting another extension until XXXX. We have again paid off our escrow balance and they are not adjusting the payments still. Right now they are billing for XXXX. Over {$4700.00} to Escrow Balance of $ XXXX.Praying for answers.
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| 09/01/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Taking out the loan or lease
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Web |
Older American |
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myself and my partner applied for a loan with Citizen bank in XXXX Ct. starting on XXXX with loan officer XXXX XXXX XXXX We gave her all the information about the business that we wanted to get a loan for. the business is across the street from the bank. We were asking for {$300000.00} and we were putting in {$200000.00} of our own money. XXXX started to process the loan and 2 weeks later assured us that this loan would be no problem. It was going through XXXX. XXXX told me that by XXXX XXXX we would be able to obtain the loan. We set a closing date of XXXX XXXX. I left my job of 19 years making over {$100000.00} to be able to start working on applications with the town and organizing the business. the business is a XXXX that has been in business for 16 years. It is called XXXX. There are XXXX others the original was started in 1935 in XXXX. XXXX then was laid off. It was a week before I found this out. I went to the bank and asked what was going on with the loan and I was introduced to XXXX XXXX. I was told he would be taking over the loan application. XXXX would call me and ask me for information and I told him it was in the file. I asked why the request for paperwork already filled out. He informed me that he had to get the folder from XXXX XXXX who had taken it home??? Strange. As we approached the end of the month of XXXX I informed XXXX that we had a closing date of XXXX XXXX. We had a meeting and he asked me if I trusted him and I replied yes. XXXX asked me to give him until the beginning of the following week and I agreed. As of Wednesday I had not heard back and requested a meeting. XXXX set it up for XXXX the XXXX of XXXX. At that meeting he informed the loan had been denied. Before that I had a conference call with XXXX and the XXXX to answer questions about the loan and they asked me when I would start the business and I answered asap. When meeting with XXXX on the XXXX I asked why the loan was denied and he responded that I did not tell him of a foreclosure on a house 6 years prior that was part of a divorce. My ex-wife abandoned the house and I had to pay alimony and could not pay that and XXXX mortgages. I have the divorce decree to prove that. XXXX said it looked like I was hiding it. I asked why no one ever asked about my credit rating and he said " i thought XXXX did that already '', and then he said he should have, so he could explain it to the underwriters. I asked him to review that with them and he said he would, but to look for other lenders. I asked him what do I say about being denied and he said " tell them Citizen did a bad job ''. I informed the VP of the bank and he said he would get them all together the following week to try and get this through. They already set up a business acct., credit card business and payroll acct. On Tuesday the XXXX of XXXX I received a phone call from XXXX XXXX with Citizen XXXX, stating that they approved the loan and that XXXX was backing the underwriters. I told this to XXXX the VP at Citizens and he said he was contacting everyone because the had a meeting on Thursday the XXXX. to discuss the loan. On Thursday I received a text from XXXX saying the " i struck out ' I asked why and he said he could n't fight the underwriters. I believe that because I spoke up about the length of time for the loan to be decided and the fact that XXXX was not honest about the process and that XXXX approved the loan, I was discriminated for complaining about how the process was being handled and informing the VP about XXXX 's comment. I never received a letter of denial and the reasons for it. I have spent over {$25000.00} for a business that should already be in operation. I have also lost wages of {$28000.00} because I left my job with the promise of a quick closing. I contacted the state banking commission and they asked me to send it to you. thank you.
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| 04/18/2016 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Trouble with how payments are handled
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Web |
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Hello, In the fall of XXXX, I began a XXXX program for XXXX XXXX XXXX at XXXX University. It is a partnership through my company, XXXX XXXX XXXX University XXXX XXXX XXXX. At that time, I applied for a student loan via Citizen 's Bank. I assumed that the loan that I 'd applied for was acceptable for the XXXX program for which I was enrolled. The loan was approved in the amount of {$5400.00} and disbursed to the school. In XXXX XXXX, I began repaying against the balance of the loan to XXXX XXXX. According to Citizen 's Bank, they do not manage the payments, they use a company called XXXX XXXX, to manage any and all payments towards the loan. I made XXXX payments of {$72.00} on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, and XXXX/XXXX/XXXX ( I have email confirmations ). The last payment I made to XXXX XXXX was after I 'd completed the Fall XXXX semester, I 'd received my grades, and applied and received my tuition reimbursement and the payment was made on XXXX/XXXX/XXXX in the amount of {$4300.00} ( I have an email confirmation ). After that payment, I still had a balance of approximately, $ XXXX. In XXXX, I went back to Citizen 's Bank website to apply for the same type of new loan for the XX/XX/XXXX semester. I was approved on XXXX/XXXX/XXXX, again and I thought everything was okay. As XXXX XXXX approached, I found out that the loan was rejected. I could n't understand why. So, I went to check my student account and I noticed that I had a significant balance that included both the fall XXXX and spring XXXX semester, and that did n't seem correct. At that time, I called the school ( XXXX ) and I was told by the school that because I was enrolled less than half-time for the fall, I was n't eligible for the loan that I was approved for and they canceled the loan and sent the loan disbursement amount of {$5400.00} back to Citizen 's Bank. I also found out that I could n't apply for that loan for the spring semester either. At that time, I contacted Citizen 's Bank on XXXX XXXX, XXXX, and I spoke with XXXX. I explained what happend and she transferred me to XXXX ( Citizen 's Bank ) XXXX XXXX XXXX XXXX XXXX XXXX. In XXXX the money that the school sent had not been received. However, at this point XXXX 's XXXX XXXX has received the {$5400.00} back. They also have {$4500.00} of what I 've paid towards this loan before all of this occurred. I 'm very concerned about the amount that I 've paid because neither company will own up to whom would provide me with my refund. I 've explained that I do n't care if they send it back to XXXX ( I 'd prefer for it to go to the school ), but they are not entitled to keep that money. The balance has now shifted to the school, and the delay in receiving this refund is affecting my ability to apply the amount I 'd received from my tuition reimbursement and with other payments to the balance. I 've contacted and notified my financial counselor, Citizen 's Bank, XXXX XXXX and at this point I 've been told by the school that they have n't received anything, Citizen 's Bank XXXX XXXX XXXX, both acknowledge that the loan from XX/XX/XXXX was canceled, that the XXXX sent {$5400.00} back to them and that there is n't a balance on my account. XXXX XXXX, acknowledges that there was an " overage '' on my account that they have sent that back to XXXX since, XXXX sent in the " last payment '' which what the {$5400.00}. I 've contacted XXXX XXXX on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, & XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I spoke with XXXX and he stated that the refund was processed on XXXX/XXXX/XXXX and that they would have been sent out on XXXX/XXXX/XXXX. XXXX has n't recieved anything as of yet. I 'm concerned, because I recently had a hold on my account because of this and unable to retrieve my grades to apply for my spring tuition reimbursement. I was able to get an exception to access my grades.
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| 09/22/2021 |
Yes |
- Debt collection
- Credit card debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Social Security # XXXX DOB : XX/XX/XXXX XXXX I hereby make a ghost-letter attempt to a resolution on various credit items and/or items of public record that currently show on XXXX, XXXX, XXXX XXXX and XXXX respectively . My position is legal based upon sections of the Fair Credit Reporting Act as well as the Fair Debt Collection Practices Act. These laws are to make sure that a level and fair playing field exist to protect American consumers from abusive reporting procedures on credit reports, as well as illegal and deceptive collection practices. I stipulate at this time that are no condition am I making an identity theft claim or accusation, so I demand that policy be adhered to by all creditors and respective credit reporting agencies.
Amended consumer rights Fair Credit Reporting Act Public Law 15 U.S.C. 1681 : https : //www.consumer.ftc.gov/articles/pdf-0111-fair-credit-reporting-act.pdf Fair Debt Collection Practices Act : https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text CREDITOR CONTACT INFORMATION : RBS CITIZENS NA XXXX XXXX XXXX.
XXXX, CT XXXX ( XXXX ) XXXX ACCOUNT # XXXX THIS PROBLEM OF LATE PAYMENTS OCCURRED FROM MY MOVE TO TEXAS , I SIMPLY WAS NOT RECEIVING MY STATEMENTS. I RESPECTFULLY REQUEST THE LATE PAYMENT DELETIONS. PLEASE UNDERSTAND MY SITUATION DURING A DIFFICULT MOVE TO TEXAS.
Please be advised that this is not a dispute, but a request to review the above listed tradeline, collection or item of public record. I realize that your job as a subscriber to the affiliated credit reporting agencies is a valuable service to the credit community, but as there are over 300,000,000, ( 300M ) individuals just in the United States alone that depend on fairness on credit reporting, and mistakes do happen. At no time consider my objective to be a dispute against any of the bureaus, XXXX, XXXX, XXXX XXXX and XXXX respectively. I believe all medical collections if applied against me, should be removed without exception. However, I will negotiate any of those encumbrances if the collection is legal on its merits. I also request the deletion of tradelines if any prior payment histories have been removed or cut from my credit bureaus. In most cases, the 84-month timeline is valid, and my account, if showing a late payment within that 84-month timeline means under FCRA that the account should be removed, or if still a current account, brought to positive status. I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act by-laws as mandated. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. I especially desire compliance under the 84-month timeline for deletion of negative information, with the deletion of the account details altogether. My dispute is quite specific in the exception area posted below : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ], Section 609 of the Fair Credit Reporting Act ( FCRA ), Disclosures to consumers [ 15 U.S.C. 1681g ] ; Section 610 ( a ) ( 1 ) [ 1681h ], and 611.
I am posting this dispute through the Consumer Financial Protection Bureau, the governing body of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. Please respond to this dispute within 30-days as mandated within federal guidelines.
Sincerely, XXXX XXXX
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| 12/23/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Other features, terms, or problems
- Problem with balance transfer
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Web |
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Hello, On XX/XX/18 I received two emails for 0 % apr on balance transfers for 12 and 15 months on my two credit cards with citizens bank. ( $ XXXX/ {$3000.00} limits on each card ) - I have received 0 % apr offers and actually had balances on both cards due to balance transfers from previous 0 % apr balance transfers. I had until XX/XX/XXXX to respond per the email and figured Id adjust my finances, pay off my balances and take advantage of the longer period with 0 % apr balance transfers rather than paying off my other credit cards ( currently charging interest ). I paid {$6900.00} and {$2200.00} towards my citizens bank credit cards to open the available balance. I believe the transactions went through on XXXX they may have been processed sooner, but I believe it took a few additional days to clear.
Online I had attempted to take advantage of the balance transfers ( similar to what I had done in the past when the 0 % apr from citizens bank was available ) When I attempted to take advantage online, i had received error messages and messages to contact customer service. At first I thought their site was not functioning, but in XXXX called into customer service. I spoke to a representative and their supervisor, both had no idea what I was speaking about and couldnt find anything related to the 0 % apr balance transfers. They requested I send my emails to the citizens bank research department ( email inbox ) and stated I would receive a response within 1-2 business days. They could not provide me with direct contact phone numbers or email addresses to follow up. I reluctantly abided by their request and submitted both emails for the 0 % apr balance transfer to the research department. After submitting to the research inbox, I received an acknowledgment of submission email. A full week went by and no one returned my emails or a call. I called customer service again and spoke to someone in the fraud department who stated they could not help me ( rightfully so, I understood my situation was more complex ) but they highlighted they would escalate to their manager and I would be contacted within the day.
An additional week passed with no return phone call. I reached out to customer service again on XX/XX/XXXX. I spoke to a supervisor or manager who said, the 0 % apr balance transfer was retracted. They did not inform me, when it was retracted, why it was retracted, or even why no one had communicated that to me. There is nothing they can do. I informed her that is not acceptable- I adjusted my finances, paid almost {$10000.00} towards my citizens bank cards for these offers, I would need the 0 % apr balance transfers to be fulfilled per the emails I had received or my money to be returned to me and the 0 % apr I was in to be honored. She stated she could not do that and I asked to speak to her supervisor. She stated he was busy and he would call me when he was free, but did provide his first name, last name, and direct phone.
No return phone call received. I then contacted him and left a voicemail. He returned my voicemail at about XXXX eith a brief voicemail. I called and left another voicemail, requesting the best time to speak with him the following day. It has been 2 or 3 days since and I have not received a return call from him.
At this point, I have incurred hundreds of dollars of interest/fees on my other cards because I funded payments on my citizens cards to take advantage of the email offers sent to me ( unsolicited- I did not ask or inquire about the offers, they were simply extended to me ) - now it is the holiday season and I am further financially burdened because of this. No one within the citizens bank customer service will stay in communication with me, let alone assist in finding a fair resolution. They simply took almost {$10000.00} and then turned the other way.
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| 05/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for a conventional refinance loan of my existing mortgage with XXXX Bank, XXXX. that was initiated in XX/XX/XXXX. I paid {$750.00} for an appraisal fee. I responded within XXXX hours each time the loan officer, XXXX XXXX, requested documents. This included my income verification in the form of my XXXX most recent pay stubs, retirement account statements to substantiate that I had at least 6 months of PITI ( Principal, Interest, Taxes and Insurance ) reserve ; and my mortgage and bank statements to further substantiate my assets qualification. I provided all those documents that was requested on time and as expected per the bank 's criterion. The next key item to execute was my home appraisal. The loan officer took almost three months from the application initiation date to order my appraisal report. I kept emailing, calling and requesting for her to order the appraisal in the interest of time so that I could take advantage of the historically low market interest rates.
XXXX kept making all sorts of excuse on those several occasions telling me that due to covid-19 their company was unable to request an appraisal report and that she would get back to me as soon as possible. An appraisal was finally ordered in XX/XX/XXXX almost 3 months from the application initiation date. XXXX then received my appraisal report which came in significantly higher than expected and of course, this was favorable on my end. The loan officer and her manager then came up with a new rule stating that my basement that was included in the house when I first bought it in XXXX needed to be removed completely in order to move forward with the application. They indicated that this was a new guideline that they received from XXXX XXXX.
I contacted XXXX XXXX directly to find out more about this guideline. A representative at Fannie Mae indicated that given my house type ( a XXXX-unit home ) and the fact that to access the basement XXXX must go through the primary dwelling ; and I quote, it would not be classified as an Accessory Dwelling Unit ( ADU ) and thus, my basement does not need to be removed to qualify for a refinance loan application given that I meet all other required criterion. I emailed this message including the supporting documentation from XXXX XXXX to the Independent Appraiser ( XXXX XXXX XXXX, the Loan XXXX XXXX XXXX XXXX XXXX and the Loan Officer 's Manager ( XXXX XXXX XXXX. XXXX XXXX called me on an unrecorded line XXXX days later after that email was sent indicating that the bank could not move forward with my loan with no further explanation as to the reason why. I then escalated the matter to his Manager, XXXX XXXX who did not respond or reach out to me to hear my concern or even respond in an email. XXXX then emailed me back a day after and said that he would get back to me in early XX/XX/XXXX. I haven't heard back from him since. Additionally, the bank has not mailed me any formal correspondence as to the rationale for the denial of my application. As a result, I am filing this formal complaint as I firmly believe that I am experiencing Financial and/Other Discrimination by the bank given that I have met all the required criterion for a mortgage refinance of my existing home. Furthermore, the appraiser, XXXX XXXX told me that the appraisal fee was {$600.00}. I was told by XXXX XXXX that I would be reimbursed for the {$150.00} excess amount that was charged upfront. I never heard back from her and she has not reimbursed me for the overage to-date. I am kindly asking the CFPB to conduct a thorough and complete investigation into the lending practices and in particular, the loan refinance processes of XXXX XXXX Enclosed, are a copy of my supporting loan application and the appraisal report that were received. Please let me know whether you have any questions.
Sincerely, XXXX XXXX
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| 11/11/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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I am writing again as my original complaint was not satisfied nor was the rep that called me back able to connect with me to resolve the issue. I would like Citizens to focus on the charges I mention below and provide me a response and my funds for fraud that occurred on XX/XX/XXXXXXXX for {$990.00} ( Claim Number XXXX ) for account ending in # XXXX, as well as on XX/XX/XXXXXXXX for {$430.00} for a fraudulent XXXX XXXX charge on account # XXXX. These charges are referred to below and the main items on my initial complaint. I have put my initial compliant below as it was not resolved.
Initial Complaint sent in XX/XX/XXXXXXXX : I have several bank accounts with Citizens to manage my XXXX XXXX. I have not had an issue with my accounts until XX/XX/XXXXXXXX when a rash of fraudulent activity started to occur across most of my bank accounts at the bank. It followed the same patterns of testing deposits and then making big cash withdrawals via fraudulent transactions like " XXXX XXXX Pmynt '' or using fake company names like " XXXX XXXX. '' Despite calling and asking for these funds to be returned and flagged as fraudulent, some of my funds were not returned. To date, roughly {$3000.00} has been taken from my accounts and I have not been reimbursed for them. The complaint stems from the fact that this seems to be a bank weakness as my accounts are very private and I don't use internet means to pay for things ( just send paper checks ), except for my mortgages ( which are with Citizens for the most part ). The type of activity was consistent ( i.e. XXXX XXXX ) and done across multiple accounts. Even though warned that this is not an activity I do or companies I work with, future fraudulent charges would occur and Citizens did not have a way to stop it besides closing the account. I did finally close one of my personal checking accounts due to the frequency of fraudulent activities and growing tired of waiting on hold for hours a day, I requested a new account. This account was created via the phone with a Citizens rep and opened all on-line. No paper docs were created and I did not have to do anything for the account to be created. Despite not a single person knowing about this account and working with a Citizens rep to make it, a month later I had fraudulent activity of the same kind and manner as before. This baffled me as I did not even set-up that account to pay anything besides a car note ( with XXXX XXXX XXXX ) and XXXX XXXX XXXX XXXX very secure portals ). I made frequent calls about the fraud, but despite my calls, one way or another only some of the charges would get credited back to my account. After working to reconcile all the charges, Citizens still owes me {$3000.00} and when called I was told it was a legal matter as I am past the 60 day federal regulated window. Even though I was calling often and frequently, it seems like my claims were denied by the opposing bank ( which why wouldn't they ... their client or they are the fraud ). It makes no sense that such internal weaknesses and protocols exist at a bank of this size. Something is not right and at the end of it, I am left with no recourse to assist as the bank is throwing up their hands and pointing to the time limit, while I sit with a claim made on time but was denied by the opposing bank so now I must call the opposing bank to recoop my money. Needless to say, the opposing bank will not be giving me my money ( if it even is a real bank or company to begin with ). Our banks and the integrity of the system is critical to America 's success. We should be vigilant when fraud like this occurs in our major banks so easily without recourse. Please let me know how I can help expose this weakness of Citizens as it is clearly present and a bank targeted by frauds for these types of attacks as it is working for them.
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| 10/15/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I filed a complaint with regard to XX/XX/XXXX, letter from Office of the Chair but this is for the same ongoing issue of misappropriation and illegal activities wherein my money was not secured although I attempted over eight ( 8 ) months time beginning by sheer coincidence when I went the few blocks distance to the Citizen 's Bank, XXXX XXXX branch in XXXX XXXX area.
XXXX, the representative in cubicle closest to the entryway, happily told me that the bank will not charge me the {$8.00} overdraft fee for an account I had no idea existed!!!!! In that letter, which is a response to my complaint, every aspect of it is wrong!?!?
My Complaint is that : -I KNEW NOTHING ABOUT aacc0ount ending XXXX and never had a claim deposited on XX/XX/XXXX as I was told but not permitted to see. I never got a single piece of correspondence, statement or a thing regarding said account????? XX/XX/XXXX o - I was NOT concerned that I was, " ... negatively reported ... '', AS much as the suspicious manner in which the entire banking laws to follow were/are mind-boggling to me.
I was LIED TO and no one was listening.
- paragraphs 3 and 4 are stating EXACTLY MY POINT FOR THE ENTIRE COMPLAINT!!! The FCRA requires that banks, " ... furnish information which is correct and true and correct ... '' which I WAS DEPRIVED!!!
- paragraphs 3, 4, and 5 are not addressing any of my concerns and that is # 1- why did n't I see on my end that account ending in XXXX and WHY did n't I get statements as It is the law for me to see on my end what is going on in my name & with my money or NOT at the institution where I entrust my money!!!!!
Therefore, I thank that person who responded to my Complaint in that I was not given fair and correct information from the beginning PLUS, the law also stares that this done IN A TIMELY MANNER!!! Not the ten ( 10 ) months only after I filed the Complaint with the CFPB and months upon months of me following the laws that Citizen 's Bank did NOT AND THAT is why was n't it disclosed to me of this deposit for which, by the way, I did go to XXXX XXXX XXXX ( on my own common sense and spent over four ( 4 ) hours there while XXXX finally told me that I was right!!!
-Incorrect that I opened an account on XX/XX/XXXX but IT WAS SWITCHED due to a lie toled to me regarding reasons I should switch the type of checking account at the advice of the senior representative,XX/XX/XXXX who was subsequently transferred out of the branch!!!
XXXX also yelled at me necessitating the guard to come ask if I was ok. ( i infer there are cameras in banks?!
XXXX said, " ... I can close your account right now ... '' and I calmly and shockingly replied, " I bet you can '' and left the bank.
- Lastly, I was NOT EXPRESSING CONCERNS about TRANSFERS -- rather my concern ( as stated in paragraph 6 ), ONCE AGAIN, but that I am/was and continue to be unresolved VICTIM OF IDENTITY THEFT. Providing statements is # 1 -- what the Office of the Chairman should have done back in XX/XX/XXXX -- TEN MONTHS AGO!!!? My question is WHY DIDN't the bank attempt to find out who opened this account in my name and HOW???
I HAVE FILED NUMEROUS police reports but since the said Office of the Chairman never attempted to amicably reply to me to resolve this matter of IDENTITY THEFT which XXXX also was working on with me.
- All of the remaining paragraphs are as a result of the Office of the Chairman not abiding by the law & perhaps NONE OF THIS WOULD BE ONGOING IN MY LIFE!!!
- I did not make any of the transfers which referred to in the remaining paragraphs.
- I withdrew my money on the last day of XX/XX/XXXX which is my direct deposit Pension from the XXXX XXXX XXXX XXXX XXXX so that money would not be stolen from that too. I did not have a card nor ability to see my accoumt ending in XXXX since the beginning of XX/XX/XXXX!!!
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| 03/21/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I applied for my conventional mortgage through Citizens back on XXXX XXXX 2016. I was told I needed to go FHA due to the rent and deposit money. I was told it would take 45 days. Instead it took 13 weeks to close on my mortgage loan when I have EXCELLENT credit and I was very fast to respond to all requests within 24hrs providing all document and it still took 13 weeks. I had the seller threatening to end the sale because we were still not closed and at 12 weeks & still had not received a closing date. I would have lost over {$40000.00} on this home due to everything we put into the property while we were renting to own it for the last year until our previous home sold. It took over 4 weeks to get an appraisal, and the communication was very disappointing and unprofessional. All documents requested from me were provided within 24hrs every time unless it was something we needed from the seller who lives several states away but was still provided in a timely manner. The first mortgage person, XXXX quit and it seemed like my loan just got pushed to the side, then her boss XXXX took over and he never had any updates or seemed to know what was going on. Then I was told to work with a new employee, XXXX, who did n't return phone calls or email requests. I was also given a number for someone named XXXX, who I was told could help and apparently he was no longer with the company for the last three months. Just to give you an idea of how messed up this process was, I had XXXX ask me at the very end of XXXX to satisfy all of the open items from the appraisal I had in XXXX. I had to inform her that I had the appraisal in XXXX and all items were satisfied and approved by the appraiser and the report was sent to her on XXXX XXXX 2016. I even followed up with the appraiser to ensure the report was sent. Which it was and he stated that citizens even requested him to make changes to it. No one told me I needed a water test but I knew that would be required due to the FHA requirements and scheduled it and sent the results in. In late XXXX I had to resign several documents from XXXX because XXXX said they are not allowed to be signed electronically for FHA and I need to hand sign them all. Finally on XXXX XXXX it looked like we were going to FINALLY close and I was provided another closing disclosure to sign. Then on XXXX XXXX I get a call at XXXX that I would not be closing on Friday and the {$15000.00} credits that were supposed to be applied wo n't be and that I would not need the {$15000.00} in closing costs!? I signed several Closing Disclosures from XXXX through XXXX and all of them included the {$15000.00} credit and had closing costs less than {$1000.00}. Now after 12 weeks they just tell me " Oh wait you ca n't use that and you need to pay {$15000.00} in closing costs or you ca n't close. '' Back in XXXX I even verified with XXXX prior to purchasing my new appliances and he stated that the closing costs would not be anything more than the {$700.00} on the CD and that I would be perfectly fine purchasing my appliances as long as I did n't open any additional credit which I did n't, I paid cash for them. Now XXXX XXXX I had to return my new appliances, took money out of my XXXX, and looked into doing gift money. XXXX provided me with gift money forms. She NEVER said it had to be a family member. Then someone else got involved and told me it must be a major family member. I NEVER ask to borrow money from others and I broke down and asked a few family members. I was able to come up with enough, had the forms submitted and then they proceed to tell me I need to go back and ask for bank statements from all of them even though they had their bank account info. Now I am facing {$10000.00} attorney fees due to the amount of time it took with this very horrible unprofessional experience.
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| 06/09/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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My sister and I are beneficiaries on my grandmothers will. My grandmothers accounts were held at Citizens B ank in XXXX XXXX . The Branch Manager of th is branch XXXX XXXX XXXX transacted on my grandmothers accounts and helped the family even though she has married into the fa mily ( problem # 1 ). After my grandmothers passing, I was not informed of my beneficiary status u ntil XXXX XXXX 2015 which was two months after her passing. Once we were informed, we started asking about assets and were told that all accounts at Citizens were held jointly ( see attached letter ). After getting an attorney and finally receiving documents from the bank thru our respective attorney 's, my sister and I find this is not the whole truth. In fact their documents are contradictory ( see attached documentation, with notes ). T he letter from the Branch Manager states all accounts were joint three ways with each child of my grandmothers, when in fact the documentation from the office of the Chairman say they were joint just between two siblings. When you look further at the statements you will notice that one checking account does n't reflect a joint statuts until the XXXX XXXX 2015 state ment which was after my grandmothers death. In addition one the signature card of this particular account says updated fiduciary signature card which would detail that of a POA relationship, not joint. The signature of my grandmother is not genuine and looks significantly different than those on the original cards as well. With so many discrepancies, we have asked the bank to fully investigate the Branch Manager to find out what occurred with these accounts, and to put them back to their original status so that they are considered part of the estate. Please note when I a sked the Branch Manager ab out the letter she wrote, she told me twice that " it was her signature '' when asked if she typed it and if she wrote it on the date of XXXX XXXX 2015 . She did not lay claim to writing the letter. At this point I have only lies from this bank and contradictory information. The bank should legally have to investigate based on my complaint. The details they might not be able to explain to my sister and I, though they should be able to disclose their action and why there are discrepancies in their documentation. When I spoke to the office of the Chairman, specifically XXXX XXXX , she barely cared to take my concerns, and she cut me off telling me that I have no relationship to the account and she will disclose nothing. When I asked her to please hear me out and listen to all of the discrepancies we found in what she provided our attorney, she seemed uninterested. I asked what follow up I would have from her and she basically told me none because of my relationship to the accounts. I have every right to know what occurred on the accounts that to my recollection were not joint prior to my grandmothers death, and so those that benefited from those accounts, should have shared equally with my sister and I as we were all 1/4 ( my sister and I 1/8 ) equal beneficiaries. Citizens is hiding behind the titling of the accounts, and told me the only way for me to get resolution was to get a subpoena and to sue them. I will be also taking this action as my attorney is drafting the lawsuit as I write this. I ca n't believe this mismanagement and covering that this bank has taken part in, after being informed on two separate occasions of this fraud. Please see all of the attached documentation that the bank provided which is in complete contradiction to the letter that was sent by the Branch Manager o f the XXXX branch. There is also supporting documentation of the joint status not showing up until after my grandmothers death based on statements.
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| 02/06/2017 |
Yes |
- Bank account or service
- Checking account
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Web |
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About a few weeks ago. I went up to the bank, and i ask the bank teller how much i had available. I let her know that i made prior purchases before I went into the bank. She told me how much i had and i asked her how much was my direct deposit was and she told me so i went back to are you sure how much i have available and she said yes that is correct so i took the amount out for my car payment and other bills. So the following thursday i check my balance and it said i was {$68.00} negative so i called customer service and i spoke to a XXXX that was friendly at first then got very rude after i was explaining my interaction with the bank teller the previous Friday. So he proceeded to tell me that I know about all this I did n't accept the overdraft protection and I told him that I did n't and I did n't really care for it but that had nothing to do with the fact with that it was the point that I was told how much I had available and my bank account and I asked for him to have those reverse done. He told me that he was unable to do that because they have tried to fix it in the past and has gave me courteous payments back. Then he started speaking to me very poorly telling me that I 've already been told started bringing up the past and everything and I told him that nobody asked him for that extra stuff nobody 's talking about the past we 're talking about what currently is going on now and everything I asked him for his name and he would not he refused to spell it to me he would n't tell me what his last name was i ask him to tell me what his ID was. He refused and told me thst he could not tell me that, so then I asked him to speak to a supervisor he connected me with a XXXX. I explain to her what happened and she explain to me why he could n't tell me what his ID and his name was and at first I was referring to him as XXXX when she corrected me to XXXX and even XXXX was going along with that his name was XXXX. So XXXX look at my account and told me that there was nothing that she could do.she also told me that i shouldnt trust the bank.then she asked me if there is anything else that she could help me with i told her no. I also for got to mention that XXXX had a very hostile trying to egg me on and push my buttons. I went up that following friday like i normally do to talk to XXXX and at first she was sitting there at the computer behind the teller desk i went over and said excuse me. Do you have a couple minutes she said that she was in a hurry and she had to leave to go to a meeting and i was telling her how customers service was talking to me and she was trying to give me a business card to call them again and I told her no that 's the reason why I 'm talking to you is because they could n't handle and help with my situation then some other lady came over was like oh we really got to get go into this meeting and everything so I asked XXXX to call me back on my lunch which she did not call to talk about this issue so I kind of felt a little slighted and mistreated of nobody cared about my situation so I had to borrow money from my father to put in my bank account before I had another fee issued into my bank account to fix the problem, and if my father was n't able to lend me the money to put in my bank account I would n't not have the money to make my car payment that week. I have this bank for XXXX years loved it did n't have any issues up until about XXXX or XXXX months ago when I was explaining to them that there was something wrong with their system which they 're claiming that there 's not and they 're having a very serious IT problem in their IT Department. I would like to have my {$68.00} back to give back to my father from there mistake. I 've been wanting to go to another bank because of these issues I 've been having the past XXXX or XXXX months.
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| 12/13/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
Servicemember |
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On XX/XX/2016, I initiated a construction to perm loan with Citizens bank to purchase a lot and the cover the construction of a single family home. I started this process with XXXX XXXX ( Vice President, Producing Sales Manager XXXX # XXXX ) and his Admin/Sales Assistant, XXXX XXXX ( XXXX # XXXX ). Over the course of more than 2.5 months, they have consistently failed to return phone calls to me, my realtor and my title company. Their paperwork ( loan application, loan estimates and closing disclosures ) have consistently shown numerous errors ( incorrect income values and employment dates, wrong sale price, quoted interest rate, closing costs, etc. ) Numerous attempts to get these corrected were unsuccessful.
Initial requests from the bank for information were satisfied only to be followed weeks later by requests for larger quantities of the same information, followed by requests to authorize outside agencies to release the same information directly to Citizens. We were asked for information in such a piecemeal manner that weeks of time were wasted.
With these delays, the seller of the lot had to close before loan completion. We paid cash for the lot on XX/XX/XXXX and the title company sent all closing documents and the property deed to Citizens. After this point, communication essentially stopped. Even by XX/XX/XXXX, with dozens of unreturned phone calls and e-mails, the loan estimates that were occasionally sent, still did not reflect that we had paid for the lot, transfer taxes, property taxes, title insurance or numerous other closing costs. This indicated that there had been no coordination by the bank with our title company.
I now elevated the situation to XXXX XXXX ( Mortgage Area Manager and XXXX XXXX 's supervisor ). He sparked some communication that requested a copy of the check we used to pay for the lot. Several days later they requested a bank statement showing the funds had been removed. Days after that, they wanted bank statements showing how I had consolidated enough money to draft that check. Again, the hap hazard gathering of one data point at a time created another week or two of delays.
After a few calls with XXXX XXXX, and conference calls with his staff, I thought we were moving toward closing. Then they sent me the closing disclosure ( dated XX/XX/2016 ) that still showed the wrong sale price, interest rate, points to be paid and taxes. Another three phone calls to XXXX XXXX ( on his day off ) produced another conference call that indicated confusion and the fact that he now had " some pretty high level people working on this loan ''.
I was assured that the loan would be done XX/XX/2016. I asked that it be coordinated with the title company before resending. I was told that they would do that and call me by XXXX ( EST ) on XX/XX/XXXX. I spoke to my title company that morning. They confirmed that they had conducted a conference call with Citizens bank members, but that Citizens still had bad information on the closing disclosure. Citizens stated that their system would n't let them modify it in the way necessary. The attorneys relayed to me that ( in their opinion ) it seemed like Citizens was starting over at square one.
I called and left a message with XXXX XXXX at XXXX on XX/XX/2016 and as of XXXX have still not heard back from anyone at the bank. I am now left without a loan or any contact with anyone from the bank. The lack of competence is only equaled by the lack of professionalism. If I have to start this entire process over with another bank, I will undoubtedly have a higher interest rate and by the time we get through the entire process ( with the holidays ) we may miss the opportunity to dig a foundation prior to the ground freezing. This will delay our move in date by 3-4 months, incurring numerous additional costs.
|
| 04/22/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
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|
Web |
|
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XXXX XXXX, XXXX XXXX : CCO Mortgage will not review our Mortgage modification application, after 7 months of sending all documents multiple times.
CCO, XXXX XXXX, XXXX Mortgage Loss Mitigation department This is a common complaint on the internet and XXXX that I have seen firsthand.
Very frustrating.
CCO unethical Customer service and careless document control hurts families struggling to get a mortgage modification, and playing by the rules.
I requested an application for mortgage assistance due to Hardship from CCO Mortgage in XXXX XXXX.
I did not receive the application package until XXXX, after multiple calls.
We sent back all of the information requested in their original letter, on time, in early XXXX XXXX, as requested. However, they refuse to acknowledge they have all the documents needed, they continue to ask for updates to paystubs. ( We 've sent 8 months worth, 6 Months of Bank Statements, etc, etc. Then they recently added to the list of documents needed, XXXX more on XXXX XXXX, that they never mentioned, while claiming they need all of the information again, that we have already sent multiple times.
Like many families, we are still digging out financially from years of recession, job losses, and expensive, critical medical procedures ( XXXX to prevent XXXX ) and health insurance premiums we had to pay, while XXXX XXXX of us was unemployed.
Unlike the big bank bailouts, there is nobody to bail out the Taxpayers ....
The internet has plenty of complaints about CCO losing customer documents, and not acknowledging receipt, in spite of sending multiple times.
I am nearly certain that CCO has likely foreclosed on many homes unfairly, simply because their customers could not satisfy their broken document review process. That is also likely the reason for their XXXX Rating with the XXXX XXXX and the XXXX Consumer complaints already filed with the VA XXXX, as well as many more complaints easily found on the internet about CCO 's losing their documents. I 'll probably be lucky # XXXX.
CCO 's Hardship application review scheme is built on a Catch 22. They take weeks to review our documents and then mail inaccurate form letters requesting updated information. We fax it back quickly, but they claim that they do n't receive it for XXXX - 2 weeks, at which time they claim they need updated documents ... .And then the process begins anew.
Their review process for our 'File ' is now going into it 's XXXX consecutive month, ( since XXXX XXXX ). We may have to declare Chapter XXXX bankruptcy this year, after 21 years in our home, due to their unfair delays, and unethical mortgage modification review process.
CCO always comes back saying, " your paycheck stubs ( or other documents ) are not current '', but there is no way to meet their requirements due to their XXXX - 3 week review time, when new paychecks come out weekly. It is doubtful that many families actually make it through their review process, simply because they let the documents expire while in the review process until they consider them unacceptable ( or expired ).
CCO has misrepresented our situation sending multiple erroneous Form letters saying " Your mortgage is delinquent and may be foreclosed on '', when in fact, in spite of our struggles, our loan is current, and has always been current. In fact, XXXX our mortgage payments have been sent on time. You would think CCO would want more customers like us!!! I 'm sure they would use all their wrong form letters against customers in the event they move to foreclose.
They obviously do n't care enough to even review our file!
If my credit score was n't so low from our credit card mess, I 'd pull my business out of there in a jiffy. After asking for several months, I finally got to speak to a supervisor. She has not gotten back in 3 weeks.
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| 04/24/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
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|
Web |
Servicemember |
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I am writing to you in the hope that a matter with my personal checking account with Citizens Bank can be properly resolved. On XX/XX/2019 I contacted Citizens Bank Customer Service alerting them to a serious problem with my checking account being used fraudulently. The Customer service representative spent almost an hour going over all the contested transactions that were fraudulently used against my account. The Case number for the investigation is/was XXXX. I was told that I would get all my money back and that there might be additional transactions added due to the totality of the fraud perpetrated. The first estimate was {$890.00} taken from my account. At the conclusion of our conversations the Customer Service representative again reassured me that I would receive all my money back and that she had to call me later on that day with a grand total. She said due to the amount of transactions being contested for fraud that the system was taking a longer time than usual and she would return a call later that day with the total. Later on XX/XX/XXXX, I was called back by the same Citizens Bank Customer Service Representative and she told me that she had found more charges totaling {$1300.00}. She told me that I should give them up to 10 business days to complete the investigation and she again reassured me that I would get all my money back. On or about XX/XX/XXXXI called Citizens Bank Customer Service requesting an update on my case and the gentleman that was helping me told me that the total had changed and that I would be getting back {$1300.00} no later than XX/XX/XXXX. On XX/XX/XXXXaround XXXX I contacted Citizens Bank Customer Service and asked where my deposit was at and did they have any information as to what time the deposit would be made. I was informed that my money would not be returned in full and that I would only receive {$590.00}. As you may imagine my initial shock was immediate and when I asked why wasnt I getting all of my money back I was told that the Claims Department needed to answer me as Customer Service couldnt provide me with an answer. They transferred me to Claims Department where it was explained that they would only go back so far on the fraudulent charges for reimbursement and that I would not receive a full payment as I was initially promised. The fraudulent charges began around the first of XXXX, XX/XX/XXXX and I didnt make my first claim until XX/XX/2019.
I realize that {$1300.00} is not a lot for a Bank that deals in hundreds of millions of dollars in daily business transactions and was once owned by XXXX XXXX XXXX XXXX, but {$1300.00} is a considerable amount of money for me and my family. I am the sole breadwinner and my military retirement and paycheck are all that I have. I have been a faithful and good customer of your company for years and have had a wonderful Customer experience. I am deeply disturbed that I was told several times that I would be getting the full amount back even after the totals kept changing and did not get what was promised to me. I was reassured by every Customer Service Representative I was in contact with that I would receive the full amount in return due to this not being my fault in any manner whatsoever. I am now writing to you to get this resolved as I do believe as did your own Representatives that I should be reimbursed fully for {$1300.00}. Ive asked several times to speak to Claims and they refuse to accommodate and even acknowledge the huge discrepancies as to what I was promised by the Bank and what I actually received. The difference from what was taken minus what was sent to me is {$770.00} I am respectfully requesting your assistance in this matter and that I be reimbursed for the full amount of {$1300.00}, minus the already reimbursed {$590.00} for a total of {$770.00}
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| 02/10/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
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|
Web |
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I am filing a complaint against Citizens Bank of XXXX. Citizens Bank currently holds the primary mortgage on my home.
Approximately 6 months ago, I received an unsolicited call from a Citizens Mortgage Loan Originator named XXXX XXXX out of XXXX, XXXX in regards to refinancing my current mortgage. She provided a rate approximately 3/4 point lower than my existing loan. She sold me on the refinance based upon lowering my monthly payment in addition to providing a no-cost closing. I started the process. A couple of weeks later, I received a call from her boss, XXXX XXXX, sharing that XXXX was a new employee, I was her first client and she miss-quoted the 30-year fixed mortgage rate. It was 1/2 point higher than what she quoted. He explained that it was still close to 1/2 point under my current rate thus it was a good idea to move forward. He assured me that he would make it " worth my while '' to move forward based upon the error and would make some additional adjustments on the closing documents.
I explained that I would still move forward but since Citizens Bank holds my current mortgage and as a business owner I understand the amount of paperwork normally involved, I asked if Citizens Bank could expedite the process. Both XXXX and XXXX assured me of this from a time and paperwork standpoint.
Six months later the process has been anything but expedited from either standpoint. No less than 50 emails, numerous calls and more than a substantial amount of documentation needed, the loan was denied on XX/XX/2017.
This denial came as an extraordinary surprise based upon the facts as I am aware of them and I believe there is more to this. XXXX told me many times during the process that the closing was imminent. Both XXXX and XXXX also shared on numerous occasions that this was the worst case of errors, miss-handling, and an uncalled-for length of time by Citizens Bank that they had ever experienced. XXXX explained that they switched underwriters more than once due to inadequacies. I can not begin to share all of the issues they apprised me of in this writing. Communicating that this has been a frustrating experience would be putting it mildly. XXXX had to extend the rate lock several times to accommodate. Regardless, I continued with the process.
Finally, I contacted XXXX for the closing date as XXXX was not returning my calls. XXXX informed me that XXXX was denying the loan based upon a greater than 60 % liability to asset ratio and that they would be returning the fees that I had already paid. I can assure you that the reason given is not correct and I suspect this outcome was concluded for some other reason such as letting the rate lock expire in the current rising interest rate environment due to so many extensions, or due to something else.
Due to the level of frustration and miss-handling experienced, in addition to the denial letter ( I 've never been denied anything monetarily ), I wanted to pursue an investigation and resolution. In a highly-regulated environment such as this, I 'm not sure how XXXX could make such an initial gross error in quoting me 3/4 point under the market. To be blunt, I have not dealt with a more incompetent group at a bank within the realm of this circumstance.
In conclusion, Citizens Bank should review this case and follow through with the refinance that was presented. If I had any idea it would have taken this long and with so many issues, I could have refinanced with my current business bank, XXXX who also offered the same rate at that time. It is obviously too late to accomplish this due to the rate situation. This denial will cost me {$150000.00} in savings over the 30-year fixed rate mortgage. Two, I want to make sure this denial is not reported to my credit agency as my credit score is near perfect and I did
|
| 08/22/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Older American |
|
I am writing because I believe that I have been discriminated against or wronged in a lending decision made by Citizens Bank.
I received a home equity loan from Citizens Bank last year in XXXX of XXXX, with a {$50000.00} limit. This XXXX of XXXX XXXX XXXX, a representative of Citizens Bank, contacted me and suggested that I apply for a higher home equity limit, and would receive a lower interest rate on my home equity loan. I explained to him at the time that I didnt think that I would take any additional money, but I would like to receive the lower rate. I sent in my documents as requested, except for my 401 ( k ) income. A drive-by appraisal was completed, I believe the value was $ XXXX, ( I do not have a copy of an appraisal, nor my value in writing ) I owe XXXX on my 1st mortgage and XXXX on the HELOC giving me an LTV of 55 % and my credit score was XXXX. I later received a call from XXXX advising me that I needed to pay off and consolidate additional debt into the new home equity loan so that my debt-to-income ratio would qualify me. I explained to XXXX I did not want to do that because the loans that he suggested for me to pay off had 3 % and zero % rates and therefore was of no benefit to me. I did say that I would consolidate the debts that had higher rates. I then I decided to send my 401k income information, to bring my debt to income within the guidelines. I discussed with XXXX that I sent in the 401k income and asked what the maximum DTI allowed. XXXX stated, my credit score allowed me a DTI of 55 %. XXXX was to get back to me after the underwriter reviewed the additional 401k income information. Instead, I received a denial in the mail stating my debt-to-income ratio exceeded the guidelines. When I asked for a more detailed explanation, such as what debts they were considering and why my 401k income was unacceptable. The response I received was incomplete and inaccurate. They didnt list the payment amount for the debts and didnt include the new HELOC payment, and lied or didnt understand how income is calculated, by stating the withdrawal made in XX/XX/XXXX, should be divided monthly, instead of annually. When I asked for additional clarification, I was sent a letter from XXXX XXXX, Office of the Chairman stating they couldnt use my 401k income, because they didnt receive the information, but if they did receive it since the money came from 2 different 401k accounts it was unacceptable. I know they received the income information because I spoke to the processor, XXXX XXXX to verify that she would submit the income information. I advised XXXX XXXX, Sales Team Leader in my letters that this information was sent and I resent the information. Also in my phone conversation with XXXX XXXX, when I tried to explain my concerns and prior to him sending me the denial letter he stated that he knew nothing about that department, so he could have only stated what they told him. I asked again to have my request answered, via phone and email, and once again was ignored. Im just asking for a reasonable explanation, and they seem unable to provide it. The 401k income per their guidelines stated a 2-year history of receiving 401k income, and sufficient funds for an additional 3 years income, which I have. The use of 2 different accounts makes no sense if a person has had multiple employers. Its the same source of income. It seems like Im being penalized for not consolidating my 401k accounts prior to withdrawing from them...
Please help. I would like to see the list of payments, including the new HELOC payment used, as well as the guideline that states use of 401k income from multiple accounts is unacceptable. I have attached my correspondence with Citizens. Please let me know if you need any additional information.
Cordially, XXXX XXXX XXXX
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| 09/03/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
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I recently sold a wheelchair that I purchased with my own money on XXXX. A buyer agreed to the purchase price and sent me a check for the cost of the chair plus an additional amount to cover the cost of someone he had who was to pick the large chair up and handle shipping it. The buyer said it would be easier to do it this way because he knew the picker and it would be easier for me because I would not have to arrange shipping. Im a quadriplegic, so this sounded good. I deposited the {$3500.00} check and waited for citizens bank to clear the check and make the money available in my account. AFTER CITIZENS cleared the check, I paid the picker a person named XXXX XXXX {$2500.00} to schedule a pickup and handle the shipping of the XXXX. After I sent {$2500.00} via XXXX, conversation with the buyer got weird and I got very suspicious ( I have records of all conversations ). Out of an abundance of caution I called citizens around XXXX. Citizens said the situation sounded off, but said that the check cleared and my account appeared safe. This was a recorded conversation. Despite this, I still felt uneasy, so I looked at the original {$3500.00} check that I had remotely deposited on Thursday XX/XX/31. I looked up the routing number and called the bank associated with the check account, XXXX XXXX. They couldnt tell me much, but they did say that it sounded like fraud and told me that there was a good chance the {$3500.00} would be returned, thereby stripping it from my checking account! In this scenario I would lose the {$2500.00} I XXXX. Concerned, I looked up the XXXX XXXX XXXXXXXX XXXX, a XXXX XXXX company which was the name listed as the payer I spoke with the CFO XXXX. She knew right away, I had been scammed. She said for the last month someone had been using their company to defraud people. XXXX said that the money was not coming from their account, instead it was just their company name being used. So I dont know where the money was coming from specifically, accept that it was associated with XXXX XXXX . Obviously I was extremely concerned. I cant afford to lose {$2500.00}. As a quadriplegic, my resources are limited. So I again continue with my due diligence. I called Citizens Bank again in attempt to proactively resolve the issue. I spoke with Fraud and Claims and explained the situation. They basically told me that there was nothing they could do!!!! I explained that I had done the due diligence that I believe was Citizens fiduciary responsibility! How can I be punished after Citizens failed to verify the source and status of the check? And even more infuriating, now that I had uncovered a fraudulent scheme that has been ripping people off for the past month, citizens says there is nothing they can do! ( XXXX from XXXX XXXX XXXXXXXX said that it has been going on for a month ). So Citizens told me that there is nothing I can do. I asked if I could file a claim proactively, I told them I would not have money for mortgage payments, I begged them to help me. Citizens told me there was nothing they could do. I had to wait till the {$3500.00} check was returned, meaning I would lose the {$2500.00} I sent via XXXX, then I could file a claim, but that Citizens probably would not reimburse me!!! I explained that Citizens was at fault, they should not have cleared the check. Finally, I asked what would happen if I moved the money in my account to another bank to protect my money. Citizens told me that I would be charged an overdraft fee!!!! This is completely ridiculous. A billion dollar bank, at fault for clearing a fraudulent check, is going to punish me?! Over {$2500.00}? I have records and documents to prove the validity of all these statements. I am desperately in need of the money, I can not afford to lose {$2500.00}. I hope you can help me.
|
| 11/12/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
|
|
My son attends classes at the XXXX XXXX XXXX School on Sundays from XXXX-XXXX. This is the second time he has attended classes at this school. Today, ( XX/XX/2018 ), I went to go submit my notice for cancellation of class. When my son was enrolled the first time, ( XX/XX/2018 ), the General Manager ( XXXX ) walked me through the process of how to cancel classes. She sent me a personal email which stated I needed to come fill out a form in person and submit it to herself or the Owner ( XXXX ) with a minimum of 1 weeks notice. Since everything worked out fine the first time, I waited until today to submit the form with plans to end class on XX/XX/XXXX. The owner, XXXX, said notice must be given 30 days prior. In addition to that, since 30 would put me into XXXX, I would be mandated to pay for the FULL month of XXXX ( {$65.00} ) eventho he would only attend the first 2 classes. The school is not even open for the last two weekends in XXXX due to XX/XX/XXXX and XX/XX/XXXX! so i would be paying for a full month for half the service regardless! I explained to XXXX that XXXX had me give less notice only a few months before but he would not budge. He was so forcefull with demanding I pay for XXXX that it sent me into a XXXX XXXX. At first he said this policy was in place for over a year, then as the conversation drew on he insisted this has always been the policy and there has never been another cancellation method. Iwent through my emails, found the email that XXXX ( the General Manager ) told me to give one week notice to cancel. The email was dated for XX/XX/2018 at XXXX. I forwarded it to XXXX. He continued to defend that that is not the policy and he can not budge. I requested a copy of my cancellation documentation from XX/XX/2018. I told him I wanted to see several things ; 1 ) I wanted to prove that the date I signed the agreement and the date I put as my last class were not 30 days apart and the agreement was validated. 2 ) I wanted to see if the agreement infact indicated 30 days notice was mandatory ; because if it was, his GM gave me bad advice and if its not, that means he is lying to me. XXXX refused to provide the documentation for review. He then changed his claim and said the cancellation policy came into effect after XXXX emailed me on XX/XX/2018. XXXX continued to change his story and demand payment. Payments come out of my cheching account automatically on the XXXX of each month. I attempted to deactivate my card on my XXXX XXXX account but I am not confident it was successful.
I Know for a fact XXXX is attacking me on a personal level.
In XXXX, I went to the school and told XXXX I needed to change my payment account information. She gave me bad/incorrect advise which resulted in me overdrafting {$52.00} and accruing {$16.00} in overdraft fees. XXXX became involved when he refused to refund my money and fix the situation. He insisted applied a credit to my swim account. I was completely unsatisfied and pointed out that XXXX and XXXX never agree on the same prompts, they clearly do not communicate with one another and the management their school has is pure chaos. XXXX was clearly upset with me when I told him Ive seen better management at Lemonade stands. It is because of this exchange, that I know he is being unreasonable and unnecessarily cruel. Like I stated before, XXXX 's aggressive behavior threw me into a XXXX XXXX for most of the day.
I told him repeatedly that all I want is to just end my membership on XX/XX/2018, not pay {$65.00} for XXXX ( since I wont be receiving any services ) and just never see him or his business again! I begged him to stop this nonsense and just cut ties ; to use my constant terrible experience as rationale for breaking policy. XXXX refused ; he even refused to prorate the cost for XXXX.
|
| 10/19/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I got a HELOC from Citizen 's Bank but was never late on any payment as I had Citizen 's Bank Automatically withdraw payments from the inception and not as stated in a letter from the Office of the Chairman namely XXXX XXXX on XXXX XXXX, XXXX. As a result of the aforementioned outright lies and deceit attempting to ruin my chances of obtaining another mortgage lender thereby RUINING MY CREDIT which XXXX XXXX states in paragraph 3 of her letter from the Office of the Chairman dated XXXX XXXX, XXXX. I did NOT enroll on XXXX XXXX, XXXX as stated in aforementioned letter as I know that it was automatically coming out from the onset but as I disputed in yet another Claim to the CFPB, they LIE, STEAL, DECEIVE AND DEFRAUD their bankers as I know at least five ( 5 ) people who have horror stories about Citizen 's Bank stealing their money as well.
Fortunately for me, I stand up for what is right and I would not be going through all of this I.E., TYPING, RESEARCHING AND filing claims if he Bank was acting in accordance with the Laws which govern the State of Pennsylvania.
Also, in paragraph 3 they are LIEING which is NOT following The Fair Credit Reporting Act ( FCRA ),. Therefore, I infer that Citizen 's Bank feels their Institution is above the law?! the Bank MUST THINK THEY ARE ABOVE THE LAW as the letter stating that the information in said paragraph 3 is a lie as is the reporting of NON PAYMENT TO the Credit bureau is NOT the truth!!! It is also the Laws of Pennsylvania that I see on my end what is happening with my finances on the Bank 's end. I have NEVER received any statement regarding THE since the inception of the HELOC TO THIS DATE!!?!?!! I DID NOT EVEN KNOW THE ACCOUNT # ENDED IN XXXX!!!!!? Which is further proof of the fact that Citizen 's does NOT follow the laws governing the Commonwealth of Pensylvania!!!!! The FALSE REPORTING OF MY late-payments ruined my credit causing me hundreds of thousands of dollars due to the ripple effect creating high interest in nearly every aspect of MY life namely, most recent, my car insurance and my interest rate on my car!!!
I paid off my school loans, XXXX XXXX, a loan with XXXX in the amoiunt of {$6000.00} on time in full and every bill. ( evidence of which will be produced upon request ) Citizen 's Bank refuses to provide the address of the HELOC, which I infer their next plan is to TAKE MY HOUSE DUE TO THE DECEIPT AND LIES WHICH THE bank continues doing even in their response to the CFPB. Money grubbing, greedy practices which, if I have anything to do with, should cause the laws that govern the State of Pennsylvania to insist the Bank close their doors to Banking!!!!!
Most every paragraph in the aforementioned letter is total lies and deception in an inferred attempt of me getting tired of filing Complaints but I will not as my recently XXXX XXXX TAUGHT ME DIGNITY, STANDING UP FOR WHAT I BELIEVE IN AND KNOW THE TRUTH AND INTEGRITY WHICH CITIZEN 'S BANK obviously knows nothing about any honorable attribute!!!!
The reporting of my late payments ARE LIES AS Automatic Withdraw was nor set up on XXXX XXXX, XXXX, as stated on XXXX XXXX, XXXX, from XXXX XXXX of the Office of the Chairman. It was set up at the inception of same and I have nt ever seen a single statement whatsoever to even know how much and if their subtraction is correct in all my payments every month of approximately {$25.00} several times/month!!! The FCRA requires I see what is going on on my end what is happening on the Bank 's end with regard to my financial concerns combined with the DAMAGE THE LIES HAVE CREATED DIN MY LIFE CAUSING ME MUCH MENTAL ANGUISH AND COSTING ME hundreds of thousands in high yield interest due to the lies attempting to deceive not only me but rh= Commonwealth of Pennsylvania and the CFPB!!!!!
|
| 07/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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I spoke to XXXX XXXX from Citizens Bank in XXXX when I was interested in purchasing my second home in XXXX XXXX. While shopping for loans, I considered Citizens as an option, having never worked with them before. The deal fell through, and for several years XXXX continued to reach out to me attempting to win my business for any future home purchases. In XXXX of XXXX, I was interested in purchasing a home in XXXX XXXX, XXXX - a XXXX XXXX beach/shore town - as a permanent home/residence ( I own an existing property in XXXX XXXX, XXXX ). I received a pre-approval from XXXX and my existing bank. XXXX, after several calls and emails, convinced me that Citizens could meet XXXX XXXX pricing and could move quickly, as my offer was based on a fast, 30-day close.
The home, XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX, was currently under contract when I put in my offer. The seller 's agent had informed my agent that they believed the financing of the original buyer would fall through based on conversations with them. We also learned that there were multiple other backup offers on this home. The selling price for the home was {$260000.00}, and I offered {$280000.00}, with {$5000.00} back for closing costs - {$7000.00} over asking price. As is very common in real estate, on 'hot ' properties with multiple offers, it is extremely common to go above asking.
The assigned appraiser appraised the home and attempted to contact the seller 's agent multiple times. The appraiser became frustrated because he was unable to reach the seller 's agent - why? Because he was calling his fax line instead of his actual phone number. When he finally reached the seller, he expressed his frustration being unable to get a hold of him. He also informed the seller 's agent that he " felt something shady was going on '' because the home had been reduced twice, then my offer came in above asking. The reasoning was that the home was listed in XX/XX/XXXX and, as a result of COVID-19, the home was unable to be shown for several months. The seller is an investor, had performed a 'studs out ' renovation, raised the home 10+ feet for flood protection ( XXXX cost ), and updated the home with all new everything - appliances, walls, flooring, piping, sewage, etc. With that, he was motivated to sell the home, which he had own for 1 year as of XX/XX/XXXX, and had reduced it twice in an effort to sell the home quickly ( given the COVID-19 situation, where in-person showings were not allowed ). When the in-person showing opened back up, I visited homes in the area that first weekend as did many others. In addition to my offer, which was a backup offer as the home was already under contract, six ( 6 ) other backup offers were submitted during this process, many of which were at or above asking - a testament to both the rising home prices in the area and the market in general. The appraiser did NOT factor in many items, including the raising of the home - which significantly increases the value of the home. The comps were not close, based on the raising of the home or the market value of homes in XXXX XXXX. We submitted a number of comps that backed up our price.
Following the appraisal, I quickly moved forward with a new bank/loan officer and the home was appraised at a value that 1 ) reflected the actual market value, 2 ) considered the FEMA-compliant home elevation into the home value, and 3 ) included the full home renovation into account. With this new bank, I was able to successfully close on the home.
I am requested a full refund of the appraisal fee of {$520.00}, as well as an additional {$1800.00} for time spent. I will be following this complaint up with a XXXX XXXX XXXX complaint as well as a suit in small claims court should this demand not be met.
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| 05/12/2017 |
Yes |
- Vehicle loan or lease
- Loan
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- Problems at the end of the loan or lease
- Problem with paying off the loan
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Web |
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I purchased a vehicle just over 6 years ago and shortly after setting up my auto loan, it was transferred to Citizens One Auto Finance. I set up an auto debit right away so I could directly pay my auto loan # XXXX . The payment was scheduled to come out of my XXXX XXXX XXXX checking account on the XX/XX/XXXX of every month, in the amount of {$550.00}. I knew my last payment was coming up a nd assumed everything was being handled and still being paid automatically until I received a letter dated XXXX / XXXX / XXXX telling me my loan was past due, to send a payment of XXXX , plus a late fee of {$27.00} immediately and for any questions I should contact the collections department at XXXX . I received the letter in the mail last Friday ( XXXX / XXXX / XXXX ) and called the number referenced right away. When I called the number the prompt was n't working and the message just kept replaying. I looked up the customer service number online and while the message was replaying on one phone, I dialed customer service from another phone and finally spoke to " XXXX '' aroun d XXXX XXXX . XXXX told me auto debit does not work for the last car payment, nor does the online payment option. If I paid by phone I would be charged {$20.00} and it 's not an option to waive that fee. I was never given an explanation as to why I was not provided a final bill or contacted any other way to inform me of the way I needed to pay my last payment. XXXX told me he would waive the late fee as I had never been late before and I needed to mail my payment to " XXXX XXXX XXXX XXXX , XXXX , RI XXXX ''. I put a check in the mail in the amount of {$560.00} ( a different amount from what was listed on the letter ) the next day ( XXXX / XXXX / XXXX ). Today, XXXX / XXXX / XXXX , I reviewed my bank account and the check still had not cleared. I called customer service again and this time spoke to XXXX around XXXX XXXX this morning. XXXX could not explain why my payment had not posted but warned me it could take as long as XXXX / XXXX / XXXX to post ( this is several days after the " 30 days past due '' date ) and she also could not articulate when my information would be sent to the credit bureaus. I asked to be transferred and she told me I needed to tell her exactly what department I needed to be transferred to or she could n't help. I then asked to speak to her boss and I was transferred to XXXX . XXXX said it would take 30 days before anything was transferred to the credit bureaus, she was n't sure why my payment would n't have auto debited, was n't sure why I could n't make my last payment online but nonetheless, offered to enter a case for research as my payment still had n't processed. Tonight when I got home from work I had another letter from the collections department, dated XXXX / XXXX / XXXX , stating my account was/is delinquent and if I do n't pay within 10 days of receiving this letter my information would be sent to the credit reporting agencies. My biggest concern at this time, is that the address on this letter ( Citizens One Auto Finance, Collections Department, XXXX XXXX XXXX , XXXX , RI XXXX ) is different than the address XXXX from customer service provided last week - where I sent my payment. At this point I have 6 days left to make a payment. I sent a check ( potentially to the wrong address ) 6 days ago and nothing has processed. I 'm being threatened that after making every single payment on time for six years, and even though I never received a final bill or disclosure on how to make a final payment, my information will be sent to the credit reporting agencies ( please note that my current credit score is over XXXX XXXX .
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| 11/25/2015 |
Yes |
- Consumer Loan
- Installment loan
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- Taking out the loan or lease
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Web |
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I recently applied for XXXX iPhone Upgrade Program '' which XXXX only comes to find out during the application process ( a process that can only be done in an XXXX XXXX ) that it is really a LOAN application through XXXX loan partner, Citizens One ( for a $ XXXX loan ) to purchase an iPhone. Naive, as I 'm sure most people are who are enticed by this program marketed by XXXX, I made a reservation and appointment to pick up my new iPhone 6S at my local XXXX Store in XXXX XXXX. At no time during the application process, which is all handled electronically, by some kid clerk with an iPhone, was I made aware that there would be a hard inquiry on my credit report ( such a check can have a negative impact on one 's credit score, and lasts on one 's credit report for 2-years ). After divulging all of my sensitive personal information to this kid clerk at the XXXX Store, he entered it into his device, and then snidely informed me that I was not approved! Of course I was shocked -- I have very good credit ( much better than the national average -- it 's in the " Very Good '' range ), with a score of XXXX XXXX XXXX XXXX. Surely with such a good credit score, and history of paying my revolving loans on time, I should be approved for a {$900.00} 2-year loan, with a payment of only {$40.00} per month, billed directly to my credit card -- but no, I was denied! 6 months ago, I was easily approved to purchase a {$65000.00} luxury vehicle, but now I ca n't even qualify to by a {$900.00} phone? Again, my credit report is flawless -- not a single negative item on there, with over 25 years of credit reporting history.
Shocked, I asked the kid clerk if I could speak to someone at XXXX that deals with the approvals ( or in this case, denials ) of credit. IT WAS ONLY THEN, that I learned that the credit decisions and loans were not being made by XXXX, but by Citizens One Bank, an organization I had never heard of until this day. So I asked if I could speak with someone there, and he said, no, I would have to call them the next day.
Upon arriving home the same evening, I found an email from Citizens One in my inbox. This email explained that I had been denied credit because my " Application Information Does Not Match Credit Report '', and the information used to make this determination was provided XXXX. Well, super, because I 'm actually a registered client with XXXX credit monitoring program, so I thought I 'd be able to call them and clear this right up. Not so fast! I did call XXXX and they informed me that everything was looking just fine on my credit report -- and the inquiry they received from Citizens One actually DID MATCH EXACTLY the information I supplied at the XXXX Store when making the loan request ( which again, I did n't even know I was making a hard inquiry on my credit report ). So what 's the deal??
I proceeded to call XXXX XXXX, but was informed that their system was down, and I 'd have to call back the next day. I did call back the next day, and I was informed that my credit was denied based on negative information received from XXXX! And how in the heck could that be? Logging online to my XXXX account, I printed out a copy of my full credit report, and it 's pristine, with a XXXX score ( " Very Good '' - in the top 12 % of Americans ), and no negative reports.
Doing a little more research, I came to find out that I 'm not the only person with perfect credit that this has happened to ... many websites are reporting that thousands of users, just like me with perfect credit histories, have been denied their loans through Citizens One, via the XXXX iPhone Upgrade Program. Here is a link to XXXX such website ( scroll down to the reader 's remarks and read them ) XXXX XXXX 's another site XXXX/Is this a scam?!
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| 10/17/2018 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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Going back to XX/XX/2018. I had logged into my account early in the morning without incident to check my balance. I had several transactions that were showing as pending, therefore already deducted from my available balance. So later that day I withdrew {$60.00} from a foreign atm-which charged me {$3.00} fee. The next day-which was Sunday I attempted to get into my checking account and it said my user name and password were not valid. Having being hacked with them before, I panicked. I attempted to contact customer service and due to extremely high call volume and hold times exceeding 45 minutes we were unable to get help and was told by the local branch the system was down on Monday and Tuesday XX/XX/XXXX and XXXX.. My husband called the XXXXXX/XX/XXXX mass branch and was told there have been ongoing system issues since mid XXXX with mobile banking, but she could not help with access to our account. So I called the XXXX # first thing on morning on The XXXX at XXXX. I was told that despite having a joint account with my husband they could not provide me any information on the account regarding online banking. This was the first I had ever heard of this and never had any issues before, and on top of all that the phone number they had on file for my husband 4 years old and the phone was his former employers. We had changed it numerous times in Amesbury-yet their system keeps reverting back to OLD outdated information, so we can not gain access to our account due to failed verifications. This just made me even more upset at the whole situation. I went on and explained the situation as best as I could and - explained my frustration of being assessed {$170.00} in overdraft fees when it is impossible to manage your ONLINE checking account without access. The automated phone line does not give the most up to date real time information on ACH or bill pay transactions, so it makes it very hard to manage. I was basically " BLIND '' for several days. I had balanced my account on paper ( -as advised by an arrogant person in their Corporate office when I had the exact same issue ) but because the bank posts transactions differently and not in the order in which the date the transaction was made, it gives them the power to assess {$170.00} in overdraft fees as opposed to 1, 2 at most. It is not right they can minipulate the order in which transactions are posted and then have corporate have the nerve to tell me to keep a paper journal. After I said my peace, she asked me very curiously if my husband and I were the only authorized users on the account. I said yes, and she insinuated that she saw something that was not right. She tried telling me she didn't after she was inquisitive about who had access to my account. Makes me feel she saw something and could not tell me. I was provided a new user iD and temp password which worked for a mere 12 hours. I changed it on a desktop computer as instructed, but still could not get in. 5 additional phone calls, emails, XXXX interactions on their page ( and promised to be called by an advocate named XXXX ( who blew me off twice after she asked the best time to reach me-because after XXXX was not good for her since she was not at work at the time. She never bothered to call. She told me to use the phone to check transactions and she would be in touch regarding not having access to my account yet AGAIN. Since XX/XX/XXXX I have had access for 1 day ... .I have been talked down to and belittled by corporate in the past and I just want to be refunded the {$170.00} in overdraft fees and extended overdraft fees, so I can cut all ties and bring my business elsewhere. They are constantly changing the order in how they post transactions to maximize their profits. It is just disgusting.
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| 06/16/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XX/XX/ Citizens Bank CheckingXXXX Quest Savings XXXX XXXX Deposit Savings XXXX Subject : Dispute of Unauthorized Debit from Checking and Debit Account and Request for Credit Dear Sir/Madam , I hope this letter finds you well. I am writing to express my deep concern regarding a recent incident involving my checking and savings account at your bank. I have discovered that my account has been charged without my permission, and I would like to dispute this unauthorized debit and request a credit for the amount in question.
Details of the Unauthorized Debit : CASE # XXXX Date of Debit : XXXX XXXX XXXX Amount Charged : {$120.00}, {$2400.00}, {$2300.00}, {$170.00}, {$5000.00} Description of Transaction : DEBIT WITHOUT MY PERMISSION I maintain a meticulous record of my financial transactions and regularly review my bank statements. To my surprise, I found the aforementioned transaction on my most recent bank statement. I did not authorize or initiate this transaction, and it appears to be an error or unauthorized activity.
As a responsible account holder, it is essential for me to ensure the security and integrity of my financial accounts. I have taken immediate action to protect my account by notifying your customer service department and filing a dispute. Additionally, I have changed my account passwords and implemented additional security measures to prevent any further unauthorized access.
I kindly request a thorough investigation into this matter to determine the cause of the unauthorized debit and promptly resolve the issue. I expect the following actions to be taken : Immediate Credit : I request an immediate credit to my checking account for the full amount of the unauthorized debit, {$10000.00}. This will restore my account balance to its rightful position and prevent any potential financial inconvenience.
Investigation and Resolution : I urge your bank to initiate a comprehensive investigation to determine how this unauthorized debit occurred. I expect a detailed explanation of the findings and actions taken to prevent similar incidents in the future. If necessary, I am prepared to provide any additional information or documentation to aid in the investigation.
Enhanced Security Measures : To prevent any future unauthorized access to my account, I kindly request your bank to implement enhanced security measures. These may include two-factor authentication, additional identity verification protocols, and improved monitoring systems to promptly detect and respond to any suspicious activity.
Timely Communication : I request regular updates on the progress of the investigation and the status of the resolution to my email at XXXX. Transparent and open communication is essential to regain my confidence in your bank 's commitment to customer security and satisfaction.
I trust that you will treat this matter with utmost urgency and professionalism, as any unauthorized access to my account is a serious breach of trust. I have been a loyal customer of your bank for [ number of years ], and I believe in your institution 's dedication to providing excellent service. However, this incident has shaken my confidence, and I hope we can resolve it promptly and satisfactorily.
Please acknowledge the receipt of this dispute letter and inform me of the next steps in resolving this matter.
I appreciate your immediate attention to this matter and look forward to a swift resolution. I expect the credited amount to be reflected in my account within 10 days. Should you require any further information, please do not hesitate to contact me at the phone number or email address provided above.
Thank you for your understanding and cooperation.
Sincerely, XXXX
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| 08/18/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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I am a XXXX in XXXX XXXX, XXXX XXXX, XXXX, Pennsylvania. I have a business account with CITIZENS BANK. As you would expect, I am mindful to keep all patient information strictly confidential. Money issues tare also private and are worked out as part of the confidential XXXX.
I was treating an XXXX y.o. patient suffering from XXXX XXXX. Her mother was paying fro my services and I offered this patient a substantial break in the fee because they were having financial difficulties and the daughter desperately needed my help. The mother gave me a check for {$360.00} that bounced on XXXX XXXX which is something normally handled confidentially with the payer. To my surprise, I received an email XXXX XXXX from my patient 's mother accusing me that my " collection service '' removed {$50.00} from her account without her permission. I said I had no such service. She told me my business " XXXX XXXX '' was identified on the transaction. I told her this must be from her bank or mine but I had NO collection service. I was baffled. I went to CITIZENS BANK and they said that this did not involve CITIZENS BANK and the fee must have come from her bank. I repeated this to my patient 's mother and she became angry that I did not know what I was talking about. The bounced check, together with her financial difficulties and her anger that I would penalize her doubly for money woes, drove her to remove her daughter from my care.
Five days later, I received a letter from " XXXX, '' welcoming me to their company. In the packet was a letter of authorization I was to sign. This is the XXXX I ever heard of this company. I was irate. I returned to CITIZENS BANK and spoke to XXXX XXXX, a personal banker, who said that CITIZENS BANK would never allow a XXXX party to go into a customer 's account without the customer 's permission to collect a debt. She asked the bank manager about this and he confirmed that that would never happen. I asked her to look into my account further. She began searching and made a phone call to the corporate office in my presence. She and I both learned, only then, that CITIZENS BANK partnered with XXXX to collect debt on bounced checks for their business accounts. I had this account for about 2 years and was never told of this service. The bank officials at the local office never even heard of this so it would have been impossible for them to inform their customers.
I called XXXX and spoke to XXXX XXXX ( XXXX ) who said this was a strategy by CITIZENS BANK to be more competitive. He apologized, recognizing this grave error, and I demanded he return the {$50.00} fee which he said he would. That is NOT enough.
First and foremost, the confidentiality of my patient and her mother has been compromised. A therapist has a professional and ethical responsibility to uphold the privacy of their patients. My bank interfered with my professional duty to provide caring, trustworthy therapy to my patient. Second, they compromised the health and safety of my patient. Given the mother 's financial instability, I was working hard with her so that I could continue treating her very sick daughter. CITIZENS BANK interfered with that relationship. Third, they compromised my reputation in the community as well as with my professional colleagues. I am known for providing care for patients, even when they are financially challenged.
I want CITIZENS BANK to pay for the harm they have done to my patient and for causing me great distress and the compromise of my professional standing.
The corporate office of CITIZENS BANK called but offered no apology. I want to pursue this complaint to the highest level. This is a breach of patient trust and privacy and it is gross interference with providing mental health care. Case # XXXX
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| 07/08/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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In XXXX Citizens Bank profited by securing a loan using stolen documents. I am the victim of that fraud.
Specifically : In XX/XX/XXXX, Citizens Bank accepted fraudulently obtained documents for a loan application from XXXX XXXX in order to secure financing for his property in XXXX, New York. Part of XXXX XXXX 's financial obligations included an outstanding loan on an unrelated property of which he has no ownership or rights. Citizens Bank requested payment history, proof of insurance coverage and tax information regarding this property. However, in communication with Citizens Bank, XXXX XXXX asserted : '' I am named on the **** Via XXXX mortgage, but I do not have any interest in the property itself. My ex-wife resides there and has been making the mortgage payments as well as the insurance and property tax payments, since XX/XX/XXXX. I have no obligation to make mortgage payments, nor property taxes or insurance for this property. " XXXX XXXX XXXX does not own the property and has not owned the property since XX/XX/XXXX. He is not on the deed, or the tax roll, or the insurance policy. Citizens Bank responded : In reference to the property XXXX XXXX XXXX ; because you still own this property we need taxes and insurance bill for this property to document what the full payment is.
XXXX XXXX requested documents including the above mentioned documents from me as part of an unrelated XXXX XXXX XXXX. He then took the specific documents needed for his loan and submitted them to Citizens Bank for use in his loan application.
Once I became aware of the submission of my private financial information for use by Citizens Bank to complete XXXX XXXX 's loan, I contacted Citizens Bank to protest the use of said information. I initially spoke with : XXXX XXXX XXXX made it clear in writing and conversation ( PRIOR TO LOAN FUNDING ) that under no circumstances was my information to be used for the financial processes of either Citizens Bank or XXXX XXXX. Despite my protests the loan was eventually funded using the stolen documents.
Ultimately, this complaint was escalated to the Office of the Chairman. All of the confirming information was provided to : XXXX XXXX - Office of the ChairmanHis response was : " the information provided does not negatively impact you financially. " My response : ( 1 ) The information was not provided, it was stolen, ( 2 ) Is it Citizens Bank 's policy to knowingly use stolen documents in loan transactions as long as Citizens Bank determines that fraud victims are " not negatively impact financially ''?
( 3 ) Citizens Bank gained financially - they do n't get to determine that their bad acts had no financial consequences on victims of their actions. Because of Citizens Bank complicity in the use of stolen documents, I have asked for a third party to mediate this dispute.
Citizens Bank has claimed in communication that they accepted the documents in good faith. While I am unaware of the veracity of their claim, I do know : They were notified in writing and conversation that the documents were stolen-well in advance of funding the loan.
They violated their own policy by not having " buyers authorization forms '' signed by meXXXX or Citizens Bank customer can not ever give permission to use someone else 's financial documents in a loan application.
Citizens Bank has offered credit services for their part in the fraud. I spoke with XXXX XXXX, who offered a settlement of credit services for five years. I said that I did n't want a token offer of credit services. My home, my loan, my tax information and my home insurance information was compromised. I want asset protection in the form of title insurance. I want my lawyers ' fees covered and I want to be compensated for my time.
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| 08/16/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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I applied for mortgage with Citizens One Home Loans XX/XX/XXXX. I was approved on condition that my prior home was listed on the market. Based on this information the bank got us into contract for the new home. There was an offer on our prior home about two weeks into the listing and I forwarded to commitment letter to the bank. Shortly thereafter the prospective buyer pulled out. I immediately notified the bank. They gave me the go ahead to continue our process of purchasing the new home. The mortgage agent stated to me my loan was already approved. My lawyer then took it over and worked with the bank with the subsequent process. Then a few days to the closing date the agent called and said the loan could not be released because it was contingent upon sale of our home. This came as a surprise to us all as both my attorney and I had documentations to prove that was not what was said. Right after that they stopped answering phone calls and responding to emails and left us to be in default of the contract. Our deposit was at stake.
The seller was kind enough to give us additional time. He was also kind to rent the house out to us while we waited.
Within a couple of months we had an offer on our house. We reached out to another bank for a new loan application and then called Citizens One to inquire about the process if we came back to them. The loan agent promised us that the process will continue from exactly where we left off and he will have us close on our house 1 week after we closed on the old house. He lied.
He dragged us along, delayed in getting back to us, lost multiple documents, asked for the same documents multiple times, failed to respond to us nor our attorney multiple times and essentially got us in a position that we could not start a new process without being in default again. We had our old home in contract on XXXX XXXX and closing was set for XXXX XXXX, XXXX. He promised that was enough time to get everything done. Our extended contract had a hard end date of XXXX XXXX. We went into default again. With several threats from my attorney the managed to get us to the closing table on XXXX XXXX.
The closing documents did not get to us till the night of XXXX XXXX. The closing cost was twice what they had on the work sheet given to us and our monthly escrow was twice the stated amount on the work sheet. The final mortgage payment was XXXX % more than the amount on the work sheet. We had no choice but to proceed with it as there was no time for questioning and our deposit was at risk.
Once we had our first bill I called the bank and was told they were aware the escrow " was off '' and it 's being looked into. Now 5 months down the road I am still being hit XXXX % more mortgage payment than what was advertised to me. I called the bank several times but no resolution. I reached out to the mortgage agent and he said it was out of his hands even though he was the one who actually misled us. I threatened to take legal action and then he finally responded telling me to reach out to the escrow department. It took me several tries over several days and different times to finally get someone to speak to. The person told me they are looking into it. So I said I want it to go on the recorded line that I am not paying the next bill until there is resolution. Based on my county confirmed taxes etc, in five months I have actually payed more than what I owe a year. I am curious to hear what they have to say. This is a TERRIBLE bank, they lie, they do not have the customer 's interest. This is the worst experience ever. I wrote this on their feedback site and responded to the request for feedback and they never called to follow up.
THEY DO N'T CARE. AVOID THIS BANK. THEY WILL RIP YOU OFF
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| 03/12/2022 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Our son was enrolled as a student at XXXX College for the XXXX academic year.
We applied for and received student loans from Citizens Bank in the amount of {$7500.00} for each semester ( total loan for XXXX year was {$15000.00}.
Our son withdrew from XXXX College very early in the spring semester, and received a 90 % refund for his loan expenses.
XXXX College sent a check to Citizens Bank, to the address that they provided, for {$6700.00} mailed on XX/XX/XXXX ( check # XXXX ) ( This check shows up as reversed on our account statement ) Citizens Bank lost or misplaced that check when our account balance was not reduced accordingly, we contacted XXXX College, and then Citizens Bank to find out what happened.
Citizens Bank told us to tell XXXX College to cancel first check and re-issue another check.
XXXX College reissued second check ( to the same address ) for {$6700.00} on XX/XX/XXXX ( check # XXXX ) ( This check ALSO shows up as reversed on our account statement ) XXXX College informed us that they had called Citizens bank and were told that Citizens Bank had received the second check and that we were all set.
We received a letter of repayment from XXXX in XX/XX/XXXX regarding the beginning of our loan payment period. This letter showed a FULL balance with a corresponding higher interest amount, and therefore, a higher monthly payment amount.
We reached out to XXXX College to see if they had a record that either check had been cashed. They confirmed that neither check had been cashed and that they would reach out to Citizens Bank.
In the same time period, I called XXXX ( XX/XX/XXXX XXXX - talked to XXXX XXXX to tell them we had a problem with the amount owed and monthly payment amount. They told me I had to call Citizens Bank instead to handle it.
I called Citizens Bank ( XX/XX/XXXX XXXX XXXX XXXX who confirmed that XXXX College had been in touch several times recently, and that XXXX College was sending another ( third! ) check for {$6700.00}. He also indicated that the third check was going to be backdated to the date that Citizens Bank first messed up ( my language, not his. ) and that our account would show the correct balance with new interest charges, and a lower monthly payment.
We checked our account yesterday ( Monday XX/XX/XXXX ) and found out that they ( Citizens Bank ) applied the check for {$6700.00} and our balance had indeed been lowered to the correct amount, but it still showed that we owed the same monthly payment for the same term as before ( {$190.00} ).
We sent screen prints to Citizens Bank showing them that there was still a problem, and were told that WE had to get in touch with their subcontractor XXXX, and ask them to recalculate our total debt and our monthly payment amount, and then, if XXXX refused to do it for us, we should to call Citizens Bank AGAIN.
I called XXXX at XXXX XXXX on XX/XX/XXXX and was told that she recalculated the loan amount unofficially and came up with a figure close to {$110.00} that she said we could pay until XXXX formally recalculated the monthly payment which would happen within XXXX days.
Still nothing has been recalculated.
This is incredibly poor customer service and it is something that I have not ever experienced with any other organization at any time in my life. Over the course of the last XXXX years, we have been in touch with ( sent emails or called ) Citizens Bank, XXXX XXXX, and XXXX College somewhere between 20 and 30 times regarding this simple issue.
Their service in this matter is pathetic.
I would respectfully ask that the Consumer Assistance Unit within the XXXX of Massachusetts, Division of Banks assist us with this situation.
Thank-you very much for your consideration, XXXX XXXX
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| 04/19/2018 |
Yes |
- Debt collection
- Private student loan debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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In XX/XX/XXXX & XX/XX/XXXX Citizens Bank took two unauthorized debits totaling {$9500.00} from my checking account to offset a student loan debt account that they had not previously made me aware existed. I disputed it immediately, and they told me that they would not refund the money to me unless I had a letter from a judge. I then filed a lawsuit against Citizens Bank Asset Recovery Department and the judge ruled in my favor. Her ruling stated that they had to refund the {$9500.00} to me ( plus court costs ), and offer a reasonable repayment plan to payoff the debt account.
On XX/XX/XXXX Citizens Bank refunded the {$9500.00} to my checking account. I spoke with someone in the asset recovery department and he offered me a reasonable repayment plan of {$100.00} per month. I accepted that, and it was to begin on XX/XX/XXXX and every month on the XX/XX/XXXX day moving forward, {$100.00} would be transferred from my checking account to the debt account until the loan is paid in full. I asked for this agreement in writing for my own records. They told me they couldn't provide written documentation, but internally they would notate my file and the phone call was recorded.
On XX/XX/XXXX Citizens Bank did not take the previously agreed upon {$100.00} from my checking account, even through the funds were available. They also did not touch my checking account the following months in XX/XX/XXXX or XX/XX/XXXX, and they never notified me of any failed attempts to collect the {$100.00} or insufficient funds that didn't allow them to make the transaction.
On XX/XX/XXXX Citizens Bank Asset Recovery Department took an unauthorized debit of approximately {$370.00} from my checking account to offset the student loan debt account. They left me with exactly {$50.00} even. I immediately disputed the transaction at the local branch, because I had paid a bill online that once that transaction went through, would now overdraft my checking account and subject me to insufficient funds fees. The local branch couldn't help, so I had to call the asset recovery department. I requested they refund the {$370.00} because my account would be overdrawn by the next day. They denied my request, and said there's no way they would issue a refund because I still owed on the debt account and they had the right of offset. I explained there was an agreement in place with a payment plan that they didn't honor, and now they have caused me even more financial harm despite the lawsuit and agreement that was explained above. Their solution was to not refund me the {$370.00}, but if I incurred any insufficient funds fees that they would waive the next three fees. I said that's not acceptable because we previously agreed to payments of $ XXXX/month which I could afford, and I can not afford {$370.00} or more, especially when I didn't authorize a payment of that amount.
I then asked for a transcript of the phone call from XX/XX/XXXX and XX/XX/XXXX. They told me they couldn't provide that information, even though they said these phone calls were recorded. I asked for more written documentation, which they said they couldn't provide. All they could give me was a transaction history upon written request from me. The person I spoke to advised to call the collection agency that had been assigned to this debt and work out a repayment plan. I explained that I already worked out a repayment plan with Citizens Bank directly and I don't think it's right to have two separate debt collectors ( the agency and Citizens ) reaching out to me to collect the same debt twice.
Now I am forced to find an outside solution because of Citizens Bank 's lack of communication and failure to honor a verbal agreement to repay this alleged debt.
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| 01/04/2017 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Having problems with customer service
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Web |
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I took out a private student loan in XXXX with Citizens bank ( or possibly a bank that was acquired by Citizens ) as the underwriter. I never missed XXXX payment on the loan. Unfortunately my cosigner filed for bankruptcy in XXXX. Little did I know that the loan contract contained an automatic default clause. I logged in to make my regular payment every month ( please see the payment history attached which ends in XXXX XXXX - the dates are especially important ). When I logged in XXXX XXXX to make a payment, it was the first time I saw that the loan was in default. I did not understand why it was put in default so I called XXXX. XXXX told me about the automatic default clause if a cosigner files for bankruptcy. I had to figure out who was handling my loan. It turns out the underwriter ( Citizens Bank ) was now handling the loan ( specifically the Bankruptcy department ).
I was told by their bankruptcy department that they executed the auto default clause. They stopped all communication with me and said that the loan had been charged off even though I never missed a payment. I understand that bankruptcy law allows for an automatic stay so that Citizens Bank could not ask me for payments while the bankruptcy was ongoing. Even with the automatic stay I called their bankruptcy department and regularly made payments that were above the monthly minimum payment when the loan was in good standing. I asked them several times why they charged this loan off when I was making all my payments and they said the automatic default clause is just that, it gets executed automatically.
While I was making payments I spoke with bankruptcy staff and asked them how this would be reported on my credit. They said they were n't allowed to report to credit agencies during a bankruptcy. After the bankruptcy ended, the loan was transferred to asset recovery. The last staff member I spoke to in the bankruptcy department before the loan was transferred to asset recovery told me that this loan would never be reported on again to the credit agencies because of the bankruptcy. When I spoke to asset recovery staff they told me that this loan would be reported as a chargeoff within XXXXXXXX days, which is completely different from what the staff in the bankruptcy department told me. Now I have been paying regularly on this loan even through the bankruptcy. I even offered to pay the entire balance off in XXXX payment as long as they would commit to not reporting this as charged-off to the credit agencies. I spoke with XXXX supervisor and he said to call him back at a specific time on a specific day. When I did they said he was n't available. I then called back once a week to inquire and each time they would not let me speak to a supervisor when I asked. When I asked asset recovery why would they do something like this to someone who was paying on time and never missed a payment. They said because of the default. When I explained that automatically defaulting on a student loan because of cosigner bankruptcy is possibly illegal considering what spokesmen from the CFPB have said about that practice in XXXX, the XXXX staff person tried to backtrack and say that the default was due to missed payments in XXXX. They changed their story and started saying that this was in default and charged off because of missed payments in XXXX ( Please see the attached letter from the Office of the Chairman stating that the loan was charged off in XXXX XXXX - an obvious discrepancy, the payment history from XXXX says the loan was charged off in XXXX XXXX - they were trying to change the story and say that it 's because of missed payments and not because of a bankruptcy, but my payment history shows that I never missed a payment ).
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| 11/07/2017 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Non-sufficient funds and associated fees
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Web |
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I have been banking here for approx 10 years. I filed a complaint vs this bank in XXXX of XXXX ( i think the year is correct ) in regards to the mishandling of a merchant dispute I needed to file for recovery from a company billed to my account named XXXX life and health insurance. My dispute was handled by XXXX.
On XXXX XXXX, XXXX I became suspicious of ID theft, I immediately consulted with my branch XXXX ( XXXX XXXX. She advised me that in a situation like this it 's best to close the current account and create a new account. Which she did onsite. She advised me that they can work out any fees after some time has gone by and any auto debits, auths etc have completed their cycles or posted to the account. She also ordered new checks for the new account that were supposed to be free and a match to my previous order that I only just made on the old account. Today is XXXX, XXXX, XXXX.
I began to follow up with XXXX by phone messages left at the branch, but XXXX never responded. Because XXXX was not returning my messages, I then Contacted citizens bank corporate to discuss all of the fee 's appearing on the old account #. I was told that this is not a bank error and it 's my fault and they are not going to waive any fees. I immediately called the XXXX XXXX and advised a banker named XXXX of my issue, He indicated that this has nothing to do with him and did not want to touch this with a 10 foot pole and said he is emailing XXXX as we speak.
Since then it took approximately 10 days and 3 visits to the branch where I did a deposit " inside '' the bank, which I never ever do. These were done in the attempt to speak with XXXX who was always unavailable. I requested XXXX XXXX the VP of business banking to call me, but she never did XXXX however I did see XXXX there once but she also was too busy to speak with me at that time, She was on the phone ) Today was the first time I have heard back from XXXX at the XXXX, XXXX XXXX Branch. She advised me that the corporate office submitted a costumer complain on my behalf ( i did not even know ) and she agrees with them and will not be waiving any fee 's. I Advised XXXX that I was right to seek her advise in this matter b.c today I discovered proof that I am a victim of ID theft. XXXX did not seem the least bit interested. She seemed overall annoyed or hostile towards me. She also went on to say that it is out of her hands now because I called corporate. Basically leaving me feeling like XXXX this is all my fault or as if i did something wrong because I called the XXXX citizens bank #. Are n't they XXXX in the same? Is corporate a different company or something?
As of this complaint date of XXXX/XXXX/XXXX I am being held responsible for the fees estimating at about {$500.00} and still have not been reimbursed for the large check order. In summary. I suspected ID theft, sought professional help from my branch bank. XXXX XXXX 's advise and instructions which have lead me to a loss of approx {$800.00} in total. Citizens Bank has no interest in assisting me and I dont beleive they ever did. XXXX XXXX misinformed me because she herself lacks the experience and knowledge to manage or she has seen this before and knew it would happen and therefor I believe it 's safe to assume kept this from me. Either way Her use of some terms like " Placing a hold on the account '' were not defined and she is abusing this grey area to serve some other purpose then to keep me as a consumer safe and protected from fraud attacks.
In my Efforts to protect my family and my business and to hopefully again achieve peace of mind in regards to the safe keeping of my identity and the XXXX " not '' recovery of money. Citizens Bank has harmed me in this way.
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| 05/14/2021 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Banking errors
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Web |
Older American |
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Half year ago, I want to transfer some money from one bank to another ( mainly to diversify investment ). I was considering which bank to choose, and I received an advertisement from Citizens Bank. The information on the advertisement is : Open a Saving account, deposit {$15000.00}, save for three months to get a {$200.00} bonus ; Open a Checking account, you can get {$300.00} ; Open a Saving account and a Checking account at the same time, you can get {$600.00}. Therefore I went to Citizens Bank Office at XXXX MA. A clerk named XXXX XXXX XXXX received me. I explained my intentions. I said : I just want to open a Saving account and deposit {$15000.00}, three months later Is it possible to get a {$200.00} bonus. XXXX XXXX XXXX checked my information in the Citizens Bank system and confirmed that I am eligible for this benefit. I have repeatedly confirmed with him : If I do not open a Checking account, there will be no impact. He also repeatedly assured that there was no problem. Then I opened a Saving account on XX/XX/XXXX and deposited {$15000.00}. ( Please see the attached record of the original conversation. The XX/XX/XXXX date was added later ).
Three months later, I went to Citizens Bank Office at XXXX MA. A man sitting in the office received me. I asked why I didnt get the bonus after three months. He checked my information in the system and told me : 3 Month is the minimum. I have to wait until XX/XX/XXXX to get the bonus. And said he promised that I would get it. I believed him. ( Unfortunately, I didn't get his business card at the time. I don't know his name. ) However, I thought about it later and found it very strange, why did 3 months become 5 months again. So I went to their office in XXXX again on XX/XX/XXXX. This time a woman named XXXX " XXXX '' XXXX sitting in the office received me. She also checked my information in the system and also said that I will be get bonus on the XXXX. I asked her why told me was 3 months before it became 5 months. She said she had to contact their manager to answer me. She said she would call me. But I never received her call afterwards.
XX/XX/XXXX has passed and I still haven't received the {$200.00} bonus. After a week, I went to the bank and met clerk XXXX XXXX XXXX who opened the account for me. He still confirmed that I can get the bonus, but after some operations in the system, he told me that he could not handle it and asked me to see their Manager next Monday. I saw their XXXX XXXX XXXX Monday ( XX/XX/XXXX ). She checked the information of the system : Then she told me that they only give bonuses to Checking account, not saving account bonuses alone. I dont have a Checking account so I cant get this bonus. I said why several people all told me that was OK, if just open a saving acount. If it doesn't, why didn't you tell me at the beginning, or after XXXX months? You hold me so much money, so long time in your bank, what do you want to do? She didn't answer me, just said that she can't give me this money.
I have no choice, then to ask to close the Saving account and withdraw all my money. XXXX XXXX and I checked the amount of all the money in this account, and I signed it. But when she gave me the check, I found that the money was less than the amount of money we have confirmed. I asked why? She said : Because I took away a lot of money, they have to deduct the handling fee for my Checking account. I'm very surprised : They said that because I didn't have a checking account, they couldn't give me a bonus, and now they said that the handling fee of my checking account was deducted. Where did this checking account come from? I fought hard, and they re-issued a check based on the amount of money in my account.
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| 10/14/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem with additional add-on products or services
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Web |
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On XX/XX/XXXX, I applied for a {$20000.00} personal loan from XXXX XXXX who represented herself as XXXX XXXX of XXXX XXXX XXXX XXXX. At onset of these transactions I was not aware that I was conducting business with XXXX XXXX. The address of the company is XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX GA, XXXX. The phone number for XXXX XXXX is ( XXXX ) XXXX. The loan was approved on XX/XX/XXXX. I signed the contract on XX/XX/XXXX to get a {$20000.00} personal loan with the terms to pay a 5 % down payment of {$1000.00}. The monthly repayment term was to make 24 interest payments of {$83.00} plus a final balloon payment of {$20000.00}. The contract was signed on XX/XX/2019. There were no additional fees or charges contained within the contract. I sent {$1000.00} deposit on XX/XX/XXXX to the following account details : Account Name : XXXX XXXX Bank Name : XXXX XXXX Account # ( will disclose if needed for this complaint ) XXXX Bank address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX.
Address : XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX. ( This is her apartment address previously not known ) I was in constant communication with XXXX XXXX via text patiently waiting for the {$1000.00} to clear my bank account. The money cleared my account on XX/XX/XXXX. After she received the {$1000.00} deposit. I was asked via text to check my email on XX/XX/XXXX. In the email, I was asked to send an additional {$1500.00} to insure the loan. This was not included in the original contract. I didn't have any additional money to send. l thought I had to take this as a loss. I explained, had I known I would have to come up with an additional {$1500.00} to get the loan insured, I would have never applied. She then attempted reassure me of how my loan was awaiting to be processed and she wanted to work with me and fund my projects. She proceeded to ask me for different amounts of money {$500.00}, then {$300.00} to have money for the loan sent from XXXX XXXX. At this point I lost trust in this person and this company. I decided to contact my bank Citizens Bank to get a refund because although I approved a wire transfer of {$1000.00} it was for a good or service in return that I did not to receive to date. On XX/XX/XXXX, I contacted my bank for a {$1000.00} reimbursement and after my case was reviewed it was denied because they said I signed a contract. I did not authorize a fraudrulent transaction where I pay for a service or good and get nothing in return. Also, additional details and fees were not disclosed in the contract I signed. I never received the loan. The contract was broken. XXXX XXXX via text asked if I like to proceed with a loan termination that would cost {$300.00} dollars. On XX/XX/XXXX, I asked for a termination contract for {$300.00} so I can sign it and get my refund, I kept contacting her about sending me a termination contract up until XX/XX/XXXX and all she kept say was she was waiting for her lawyer to come back from vacation. To date, I have not received my refund or heard anything from XXXX XXXX, XXXX XXXX or XXXX XXXX XXXX, XXXX. I believe this transaction was a scam and this is fraudrulent. I followed my end of the agreement and have not receive the promised loan in return for my {$1000.00} deposit. There were no terms in the contract that mention a fee to insure the loan or a cancellation fee. I was advised without an insurance payment no loan would be issued. I just want to be reimbursed {$1000.00} dollars. I warned her, if I didn't get my money back, I was reporting XXXX XXXX XXXX, XXXX and XXXX XXXX also better known as " Its Was Always XXXX '' listed on ( XXXX, XXXX, XXXX XXXX & XXXX ) to Federal Trade Commission, XXXX and the Attorney General of Georgia.
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| 01/10/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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As we attempted to financially recover from lengthy stints of unemployment, due to the XXXX recession, it was in XXXX of XXXX that our cash reserves ultimately expired. Neither my wife nor I were able to obtain employment at that time. And access to any unemployment benefits had lapsed. The bank 's actions ( or lack of ) to obtain a loan modification or seek financial assistance has only made our financial situation worse -- and more stressful on the family.
We have literally spent hundreds of hours of filling out forms, collecting statements and faxing XXXX-plus pages of documentation to them at a time. It felt at times as if the bank was attempting to coerce us to short-sell and play on one 's own fears during times of great stress. Phone conversations with bank staff show a pattern of negative suggestive type statements rather pursuing a constructive plan of action and possibilities. Questions by bank staff were asked in a manner as to not divulge options readily. For example, questions about our intent to sell the house or confidence in finding work, were carefully asked before any mention of the loan modification program was made.
Our inability to move forwarded after 2-years with a loan modification, even after several petitions, raises into question the bank 's intent of genuinely completing a loan modification -- even though it 's associated with a Federal HAMP program. Even after showing a full rebound in income in XXXX and obtaining a full-time professional position in XXXX with a large multi-national company, the bank 's actions have not changed.
The bank 's actions have only changed upon contacting our state 's Attorney General and one our Senator 's for assistant. This included having the bank stop the robo-phone collection calls, calling from unrecognized phone numbers, claiming to lost or not have received the paperwork, not willing to correspond via email as the process evolved and more. Or, when the town considered placing a lien on the property for real estate taxes has the bank ever disbursed funds of any kind. If the town placed a lien of the property it takes precedence over the bank 's debt claims We have provided the bank with an extensive amount of personal information through the submission of bank statements in full. It is possible, for example, to assess our family 's medical care activity by scrubbing these bank statements. In return, the bank has provided no information in regards to a proposal of any kind or even articulating the financial concerns they may have.
Instead, the bank has returned our checks when attempting to make a payment. The claim being they will not accept payment unless it is of the amount specified. Which is impractical upon initially regaining employment and beginning to financially recover. At this time our mortgage payments are not accepted and the loan modification process is beginning again -- for the sixth-plus time. This unfortunately goes against our credit and falsely creates the appearance that we are not making attempts to rectify the situation.
We consider these loan modification actions to be nothing short of predatory, fraudulent and negligent given the process is tied to a federal program. Especially in light of the fact that the banking industry itself was bailed out by the federal government at a never before seen level of support. As a family, however, from the bank 's perspective, we are not to be afforded a similar opportunity to financially recover.
Nevertheless, we remain optimistic that a loan modification will obtained. Our primary request is that the process be fair and equitable and that by filing this complaint it will bring a sense balance to the situation.
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| 10/22/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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This complaint is related to the origination, processing and closing of a 30-year fixed rate conventional loan through RBS Citizens Bank, N.A. Buyers were subjected to numerous inaccurate, incomplete and misleading statements and documents provided by Loan Officer XXXX XXXX ( XXXX # XXXX ; phone XXXX ; email XXXXXXXXXXXX ). Additionally, the processing of buyers loan was not started until the day of closing, due to the fact that Processor XXXX XXXX ( phone XXXX ; email XXXXXXXXXXXX ) had not processed any components of the loan while the loan was assigned to her. General areas of concern are below : Mortgage Interest Rate : XXXX XXXX provided buyers a pre-approval with a rate of 4 % on XXXX XXXX. That same day, XXXX XXXX verbally stated to buyers that with the .125 % rate discount provided through the Citizens Bank Circle Gold Mortgage Advantage program, the final interest rate would be 3.875 %. XXXX XXXX informed buyers on XXXX XXXX that he " misspoke '' about the .125 % rate discount and that the final rate would be 4 %.
Mortgage Loan Commitment Letter : Buyers received the Mortgage Loan Commitment Letter on XXXX XXXX, which included conditions previously satisfied by buyers. Buyers contacted XXXX XXXX on XXXX XXXX to inquire about the need to provide documents a second time to XXXX XXXX, who had been assigned as the loan processor on XXXX XXXX. XXXX XXXX stated that the document did n't reflect the progress being made and that no further action was needed, which was false. Buyers completed and returned the signed Mortgage Commitment Letter to both XXXX XXXX and XXXX XXXX on XXXX XXXX, and called XXXX XXXX the same day to ensure receipt of documents. At this time, buyers found out through XXXX XXXX 's voicemail that she was on vacation through XXXX XXXX. Buyers learned on XXXX XXXX from Senior Loan Officer XXXX XXXX ( XXXX # XXXX ; phone XXXX ; email XXXXXXXXXXXX ), XXXX XXXX 's supervisor, that no processing of the loan had been completed by XXXX XXXX prior to reassignment to a new processor.
Good Faith Estimate : Buyers received Good Faith Estimate the week of XXXX XXXX. The GFE provided buyers with estimated closing costs of {$10000.00}. Final costs provided to buyers on XXXX XXXX totaled {$12000.00}, an increase of {$1900.00}, or 17.65 %. Buyers contacted XXXX XXXX twice on XXXX XXXX to determine the discrepancies in closing costs. XXXX XXXX claimed that he did not complete the GFE, and stated that the costs included on the HUD-1 form were lower than the initial cost estimates provided to the buyers. Buyers stated that their understanding was that the GFE superseded any initial cost estimates provided during the pre-approval process, to which XXXX XXXX provided no response.
Disregard of Closing Date : Buyers were informed by their closing coordinator on XXXX XXXX that lender 's instructions had not yet been received. XXXX XXXX was the final business day prior to the specified closing date of XXXX XXXX. Closing coordinator encouraged buyers to contact both XXXX XXXX regarding the status of the loan and if the loan would be clear to close by the closing date of XXXX XXXX. Buyers spoke with XXXX XXXX, who stated that the loan would not close by XXXX XXXX. XXXX XXXX stated that technical issues were primarily the reason for the missing the closing date, but that the transferring of loan processors was also a factor. XXXX XXXX stated to buyers that the closing date was the date that the bank " works toward '' but is not a specific contract date by which the loan must be cleared to close. Buyers were informed by new Processor XXXX XXXX on XXXX XXXX that XXXX XXXX incorrectly identified buyers as XXXX, which further contributed to delays.
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| 07/05/2018 |
Yes |
- Checking or savings account
- Other banking product or service
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/2018, my husband and I woke up to an e-mail from Citizens bank stating that we have reached our limited transfers for the month. We knew something was wrong right away, because neither of us had made any transfers from our checkings account to our savings account. As soon as we logged on to online banking, we saw that someone had gotten into our savings account and there were over 15 deposits and withdrawals ( all less than {$1.00} ) from other banks and online websites trying to verify the account. We printed the e-mail along with our statements and went straight to the branch. Overall it was discovered that we lost {$0.00}. Even though it was such a little amount, a claim for fraud had to be filed and the account had to be left open until the claim was resolved. In the meantime, we opened a new savings account with Citizens, withdrew {$6100.00} from our original savings account and deposited it into the new one. For the next three days, it showed that we had {$0.00} in the old account ( waiting for the claim to be resolved XXXX and {$6100.00} in our new account.
On the morning of Tuesday, XX/XX/XXXX, my husband woke up to an e-mail that a third person was added to our XXXX account. Neither one of us had heard of the XXXX program, but when we logged onto online banking, there indeed was a third name listed on our accounts. It was a name neither one of us had ever heard. This person attempted to transfer {$2500.00} out of our original savings account and made various credit card payments in amounts of {$200.00} and {$840.00} to other banks. The bank approved all of these transactions, however we were luckily able to cancel one of them while it was still pending. The more suspicious activity we found on XX/XX/XXXX was that the NEW savings account, which was only opened 4 days prior, had also been hacked into and again we saw small charges from other banks trying to verify the account. At the same time, we still had the {$6100.00} in our new savings account, but {$5900.00} was also showing in our old account that we had withdrew funds from. It was our understanding that there was an ALL HOLDS on this account, but were told that bank errors were made and would be resolved. Out of 24 hours, I spent 6 of them at the branch ( 5 months pregnant ) trying to resolve this issue, which continued on Wednesday, XX/XX/XXXX when Citizens Bank did a debit memo of {$220.00} from our checking account, which had not been hacked previously. We learned that because we withdrew {$6100.00} from Citizens on Saturday and {$5900.00} displayed in our account four days later, citizens took our money from a separate ( checking ) account to make adjustments, without our permission. At this point, my husband and I agreed that my body and XXXX should not handle the stress and told the branch that we would be calling our lawyer. On Wednesday, XX/XX/XXXX, this situation was escalated to the Office of the XXXX at Citizens bank. The branch told us that we would hear from them in 2-3 business days. Today, XX/XX/XXXX makes two weeks since this case was escalated and we have not heard from anyone. We have called their service center multiple times only to talk to multiple departments and hear the same answers - someone will contact us. At this point, we still have not received our money back from the bank nor do we have any answers as to how these transactions were approved and how someone else was able to access our accounts.
We do have a very organized folder containing deposit/withdrawal slips, statements, and letters of correspondence to and from the bank. However, until this goes further I am not comfortable uploading these documents at this time.
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| 02/02/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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The following is regarding my mortgage payment. Back in XXXX, XXXX I contacted Citizens One to ask if I could have one or two mortgage payments deferred as the tenant living in my home at XXXX XXXX XXXX, XXXX NY XXXX was having some difficulty paying her rent due to a Covid related issue. I was told NO, I could not do that but I could instead apply for a loan modification program. I only needed help for one or two months since my tenant was experiencing a temporary issue due to XXXX, so I was unsure as to why I would need to apply for loan modification however I waited for the paperwork to arrive in the mail so I could fill it out and return it to them as requested. The paperwork never came so I called them again and they gave me a website to go to to apply. I did this as well and still heard nothing back. I called them again a couple weeks later and was told it would be a quicker response with the paperwork rather then the website. So I asked if they could once again send me the paperwork since I never received it from the first time they sent it. This time I received it and scanned and emailed it to them. I then started to make payments again even though I was struggling because they had reported the late payment to the credit agency. I did not want my credit score affected by this so I tried my best to keep up. In XXXX I called them again to ask if there were any decisions. They told me No, I also asked about my credit score and reporting to the credit company. I was told about a forbearance program and I asked if this could be done for me since my non payment issue was due to my tenant experiencing financial hardship due to Covid. They told me they would put the request on my account. Again, I never heard back from them. I called again and spoke to another rep. She requested the forbearance again, and said to check back the following week. A couple of weeks later I called back again to ask about the forbearance program and was told it was never put on my account. No reason was given! I also asked about the Loan Modification and as told it was declined. I asked them why I was never notified of that decision and they said a letter was sent out on XX/XX/XXXX? I still have no record of that letter being sent and it's XX/XX/XXXX. I am extremely upset at this company and how this was handled from the beginning. All I asked them to do was to defer one or two payments to the end of the loan for me. And 3 - 4 months after the fact, not one thing was ever done to help me through this difficult time. I have called the Loss Mitigation Dept. twice now in the past week to get a supervisor to speak with me to find out why I was not eligible for help with this. I still have not spoken to one as I am left on hold for 15 to 20 minutes each time and then told someone will call me back and that never happens. Due to this company failing to help me through this temporary hardship my credit score has now decreased as I have a late payment showing on what was previously an excellent payment history! I am still one payment behind as the payments I have been making are posted to the previous month that I missed a payment. The customer service for this company has been non existent in my opinion. At a time when so many other companies have helped those in need during this pandemic, his company did nothing to help me. I was told by one customer service agent to evict my tenants to which I replied that was not possible since NY State had a moratorium against evicting anyone experiencing a financial difficulty because of Covid. That alone should have allowed me to qualify for the so called Forbearance Plan. But again, no one did anything to help me!
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| 04/19/2023 |
Yes |
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- Trouble during payment process
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Web |
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1. During the Pandemic Citizen 's Bank incorrectly reported my pre-paid, and in forbearance and good standing mortgage as being late for over 180 days.
2. After exiting forebearance, I was unable to purchase a new home or refinance because no national lender would entertain my application due to the forebearance.
3. It took almost 10 months to rectify my credit reporting to being my home and refinance purchase due to this error ( which was only rectified after contacting the Chairman 's Office ).
4. Citizen 's Bank apologized and corrected the error, but by then interest rates swelled and I was unable to obtain a favorable refinancing, take advantage of the increase in home prices, and favorable LTVs which would have eliminated my PMI and reduced my mortgage by over 45 %.
5. Given that it is an error by the Financial Institution and their reporting team, as attested by their Executive Team, I have requested that they provide a one time rate adjustment and recalculation of my mortgage payment based on a refinance scenario during the favorable interest rate and home valuation period.
6. It is now over a year since the correction and Citizen 's is claiming that they can not do this as they are not liable and their error would not result in not being able to access a refinance or new mortgage product, as the loan was in good standing!
7. Citizen 's Bank 's rebuttal in point 6 is categorically incorrect and not factual. Citizen 's, as evidenced by why I started the complaint in the first place around two years ago, and as admitted by them repeatedly did in fact incorrectly report my loan is being over 180 days late. This is the sole reason I was unable to access financial products for over one year.
I am requesting the CFPB look into this matter - as the correspondence with the bank has gone unanswered for over 2 months and the responses are contradictory and designed to mitigate responsibility for erroneous reporting.
As a consumer, and financial professional, this is the most straight forward request and within the norms of consumer lending. A bank has repeatedly admitted and corrected a mistake but will not accept a financial consequence for their mistake.
I am requesting that the below action be taken to rectify the issue : 1. A one-time loan rate float down based on a calculation as proposed below : The Bank needs to provide evidenced calculations of : Approximate home value on my block and neighborhood in XXXX 2021.
My approximate credit score in XXXX 2021 ( rescored using a simulation correcting for their error ).
The correct average XXXX under a refi scenario in XXXX 2021.
The correct interest rate under a refi scenario in XXXX 2021.
Based on conversation with multiple loan officers from Citizen 's Bank in my neighborhood and other large FIs, it is evident that my loan should be priced in the significantly lower and under a simulated refi at the time not be subject to PMI.
Furthermore, any additional funds paid above the recalculated amount should be credited to my loan, and any overpayments and accrued interest calculations should be adjusted to reflect those terms.
This, in my professional opinion, is terribly deceptive and border-line fraudulent, though I prefer to reserve that characterization for those in the legal profession.
Thank you and I look forward to a swift and just resolution.
Please note : This complaint is repeatedly closed out by the bank " while under going research '' and is marked as resolved. This is deceptive. Please do not close out the complaint until it is resolved. This is one of many CFPB complaints marked as resolved, and yet is still being processed.
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| 10/26/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Dear XXXX I purchased a home XXXX XXXX, XXXX with a {$84000.00}, 30 year fixed rate mortgage from XXXX Mortgage. XXXX subsequently sold my mortgage to XXXX, who in turn sold it in XXXX to Citizens Bank.
Citizens began reporting the mortgage as a home equity loan in XXXX - not a fixed rate mortgage.
Four years ago I developed a XXXX illness XXXX. Additionally, I have a XXXX, which has kept me from continuing my career in XXXX field. I am currently on appeal for XXXX and can not make more than $ XXXX while waiting for benefit approval. This has caused me serious financial harm.
I asked Citizens to lower my interest rate from 6.74 % to help me keep my payments on time. I was told they would do a loan modification if I missed a couple of payments. It would essentially induce them to modify the original mortgage. With limited funds, it was easy to agree to do that. Then they told me not to make any payments over the summer, while they worked out a loan modification agreement. They suggested it would not impact my credit scores and they would simply add the missed payments to the modified loan. When I received their proposal though, they said they were modifying a home equity loan to an ARM. My original mortgage was a fixed rate loan, not a home equity loan.
I have no recollection of refinancing the original XXXX fixed rate mortgage with Citizens. When I asked them for documentation of the home equity loan, they sent me a promissory note dated XXXX/XXXX/XXXX, for XXXX payments of {$700.00}, at an interest rate of 6.74 %. Not a fluctuating rate dependent on market conditions, but XXXX payments of {$700.00}, at a rate of 6.74 %.
I asked them for a settlement statement : if they actually did refinance my loan, there would have been XXXX. They told me the promissory note WAS a settlement statement! Further, the promissory note originally showed payoffs of {$9900.00} to XXXX Bank, and {$82000.00} to XXXX. Those figures were crossed out, and the XXXX balance was penned in as {$9200.00} ; the XXXX balance was penned in as {$83000.00}. There are no initials beside those figures suggesting that I or my ex-husband agreed to the changes. Our signatures do appear ( undated ) XXXX pages later on that document, but neither of us remembers refinancing the original mortgage.
The only XXXX loan I ever had was a home equity loan for {$10000.00} taken out in XXXX XXXX. I assume the XXXX payoff was to XXXX.
But again, I have no recollection of ever having refinanced my original mortgage.
Furthermore, XXXX has continued to bill me, and I have continued to make payments on the XXXX home equity loan until present. If there was a refinance, suggested by Citizens ' promissory note, what happened to the funds that supposedly paid off the XXXX loan??
Now my credit report shows I am 90 days late on my mortgage, and owe {$5300.00} in " new money. '' My credit report also shows that I am {$3500.00} past due.
Citizens has been unable to answer my questions. They ca n't tell me how the fixed rate loan they bought from XXXX became a home equity loan. They ca n't document that. They ca n't explain what happened to the XXXX payoff. They can provide a promissory note showing a fixed rate loan paying off XXXX other loans, but they ca n't tell me why there are no initials beside the changes, and no dates beside the signatures of my ex-husband and me.
XXXX seems anxious to hustle me into a step-rate ARM from what they claim is a home equity loan. In my current circumstances I ca n't afford an attorney. I am humbly asking for your assistance in getting to the bottom of this financial morass.
Sincerely appreciative of any assistance you can provide!
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| 09/22/2021 |
Yes |
- Debt collection
- Credit card debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Social Security # XXXX DOB : XX/XX/XXXX XXXX I hereby make a ghost-letter attempt to a resolution on various credit items and/or items of public record that currently show on XXXX, XXXX, XXXX XXXX and XXXX respectively XXXX My position is legal based upon sections of the Fair Credit Reporting Act as well as the Fair Debt Collection Practices Act. These laws are to make sure that a level and fair playing field exist to protect American consumers from abusive reporting procedures on credit reports, as well as illegal and deceptive collection practices. I stipulate at this time that are no condition am I making an identity theft claim or accusation, so I demand that policy be adhered to by all creditors and respective credit reporting agencies.
Amended consumer rights Fair Credit Reporting Act Public Law XXXX XXXX. 1681 : XXXX XXXX XXXX Fair Debt Collection Practices Act : XXXX : XXXX CREDITOR CONTACT INFORMATION : CITIZENS BANK XXXX XXXX XXXX.
XXXX, CT XXXX ( XXXX ) XXXX ACCOUNT # XXXX THIS PROBLEM OF LATE PAYMENTS OCCURRED FROM MY MOVE TO TEXAS , I SIMPLY WAS NOT RECEIVING MY STATEMENTS. I RESPECTFULLY REQUEST THE LATE PAYMENT DELETIONS. PLEASE UNDERSTAND MY SITUATION DURING A DIFFICULT MOVE TO TEXAS.
Please be advised that this is not a dispute, but a request to review the above listed tradeline, collection or item of public record. I realize that your job as a subscriber to the affiliated credit reporting agencies is a valuable service to the credit community, but as there are over XXXX, ( XXXX ) individuals just in the United States alone that depend on fairness on credit reporting, and mistakes do happen. At no time consider my objective to be a dispute against any of the bureaus, XXXX, XXXX, XXXX XXXX and XXXX respectively. I believe all medical collections if applied against me, should be removed without exception. However, I will negotiate any of those encumbrances if the collection is legal on its merits. I also request the deletion of tradelines if any prior payment histories have been removed or cut from my credit bureaus. In most cases, the 84-month timeline is valid, and my account, if showing a late payment within that 84-month timeline means under FCRA that the account should be removed, or if still a current account, brought to positive status. I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act by-laws as mandated. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. I especially desire compliance under the 84-month timeline for deletion of negative information, with the deletion of the account details altogether. My dispute is quite specific in the exception area posted below : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ], Section 609 of the Fair Credit Reporting Act ( FCRA ), Disclosures to consumers [ 15 U.S.C. 1681g ] ; Section 610 ( a ) ( 1 ) [ 1681h ], and 611.
I am posting this dispute through the Consumer Financial Protection Bureau, the governing body of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. Please respond to this dispute within 30-days as mandated within federal guidelines.
Sincerely, XXXX XXXX
|
| 07/09/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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Around the time of the stimulus checks my XXXX XXXX XXXX daughter wanted a puppy and she was looking around and came across many different post of people selling puppies and some were obvious they were scams. But this woman in particular provided everything I asked for including the vet clinic and phone number which I verified and it was legit and I called and they confirmed the puppy being seen there for vaccines. She provided a video saying my daughters name with the puppy. I told her I would feel comfortable if made a partial payment through my bank for my safety and she accepted and told me she would give me her XXXX information. I would make the partial payment only when I received flight information and she provided me with her name which was XXXX XXXX but people called her XXXX and her husband name was XXXX XXXX which I was sending the partial payment was to her husband. She also suggested XXXX Pay her son XXXX XXXX and provided me with her sons phone number which is XXXX. Her phone number is XXXX ( XXXX XXXX XXXX. She sent me this XXXX Along with tracking XXXX XXXX XXXX ... I never received the dog just this email, Dear client, We have a puppy available in our custody for transportation to you. However, our terms or service require animals to be transported in the most comfortable conditions possible in order to be up to standard.
You are hereby required to get a medium sized electric air conditioned crate and a vaccine for your pet to be transported in.
As for the electric crate, two ways are available to attain an electric air conditioned crate. Either by renting or by purchasing.
To rent a crate, you will have to pay the sum of {$590.00}. 98 % of this money will be given back to you when the pet arrives and the crate is taken back.
To purchase a crate, you will have to pay the sum of {$590.00}. Upon delivery, the pet is given to you alongside the crate as your property.
You are to respond with your choice ( renting or purchasing ) and your preferred method of payment Thanks for understanding ... I called her and she acted surprised. She blocked my daughter and myself from XXXX where the post was originally. The police couldn't help nor the bank helped me get my money back. I am a XXXX mother of XXXX and ever since this situation occurred I was forced to close my bank accounts and open new accounts if not I wouldn't have access to online banking and because of this I've been having overdraft fees like crazy on 2 of my accounts because a bank representative attached my debit cards to the wrong accounts and both my accounts are negative. My son also has had negative fees because I had 5 accounts in total but 2 of them belonged that my adult son and now adult daughter, which her student account is still opened because she wasn't available to go into the branch with me, only my son. She didn't agree on her account closing but I was told by the branch she had to come into the bank to close it but she refuses and it's still open. I wasn't able to close my XXXX account due to the office of Childsuport office being closed to the public and there's many things that I can't do over the internet and that's only when my son comes and helps me. Afterwards my claim was denied so there was really no point on closing my accounts. I really wish I can reopen my XXXX account due to the child tax credit and I have no way of providing my new accounts to the irs because lack of internet knowledge. Two accounts are currently negative and I still have payments pending and ever since the new accounts I am being charged a service fee I wasn't paying on my old accounts. I hope someone can help me with this situation.
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| 07/12/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
Servicemember |
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On XX/XX/2019 I deposited a check into my Citizens Bank account in the amount of {$20000.00}. The check was issued to my daughter XXXX XXXX, drawn on XXXX XXXX XXXX XXXX. My daughter endorsed the check, I signed my name below her name Two days later the funds were placed on a 10 day hold.
I called the branch where the deposit was made to inquire about the delay in availability, as this is fourth consecutive year we have made this deposit in the amount of XXXX to the same account. Normally the funds are available the next day.
The representative ( XXXX ) place me on hold, returned to the line and told me this is protocol for Citizens bank. I explained I was perplexed, as I have never had a 10 day hold placed on a check in the 10 years I have been banking with Citizens ( formerly Charter One ). I was advised the hold was for ten days ( available XXXX ).
On XX/XX/2019 ( the day I was told by XXXX and in writing the funds would be available ) I checked my balance and learned the funds were still not available. I called customer service, I was advised the hold will be lifted some time during the day of the XXXX of XXXX. I was instructed to call back in two hours. Two hours later I called the branch and was notified the check was now on a 45 day hold. I was advised ( XXXX ) the check was deemed fraudulent and was on an extended hold. I asked for a manager call back. After 4 hours I called back and was advised by XXXX she had given the manger my message when I called previously and he is still unavailable to speak with me. At this time I physically went to the branch to speak with the manager. I was advised by the branch manager ( XXXX ), to contact XXXX bank, tell them to stop payment on the check and issue me a new check, as the one deposited was fraudulent. XXXX advised me the signatures could not be verified. I returned to the bank with my daughter with her drivers license to verify. We were told that was not sufficient.
On XX/XX/2019, my daughter and I contacted the issuer of the check, XXXX XXXX XXXX XXXX. I explained the situation, we told the representative ( XXXX ), Citizens bank is requesting that XXXX Bank cancel their check and reissue a check as the one they issued was deemed fraudulent by Citizens bank. XXXX XXXX XXXX XXXX advised the check issued was cleared on XXXX XXXX and the funds had been deposited to Citizens bank. XXXX went on to say, there is no way they could cancel a check that had already been cashed.
I returned to Citizens bank. I told them XXXX Bank was unable to stop payment on a check that was already paid. They told me there was nothing else they could do and the funds would not be available until XX/XX/2019. XXXX ( XXXX XXXX XXXX XXXX ) called Citizens bank ( with me and my daughter on the line ). We were transferred to the fraud department. They told us that the signatures could not be confirmed. XXXX ( XXXX XXXX XXXX XXXX ) asked for a manger in an effort to get the issue resolved. She asked for an action plan from Citizens bank. The representative stated the fraud department was not customer facing and there is no one else to talk. to. She said there is nothing else we can do other than wait 45 days. With that being said, the representative hung up.
I have been hung up on, my check is still on hold, myself and my daughter together physically came into the branch to clear up any possibility of discrepancy as to the signatures ... I have been a customer with Citizens bank for 10 year and, I can not believe this is how Citizens bank treats there customers.
I need immediate resolve to this issue. XXXX XXXX XXXX XXXX has asked for the funds to be release as well as myself.
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| 03/23/2015 |
Yes |
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Web |
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I 'm a longtime member of Charter One Bank/RBS Citizens Bank. When my mother ; XXXX XXXX became elderly, I assisted her in opening an account with Charter One at their branch office located on XXXX XXXX XXXX of XXXX in XXXX, Michigan and I was placed on her account as co-account owner. As my mother 's XXXX, it became necessary for me to obtain a " Durable Power of Attorney '' to handle both her Financial and Medical needs. Some years ago, with my mother present, I presented the original ( stamped with seal ) " Durable Power of Attorney '' at the Charter One branch office located on XXXX in XXXX, Michigan for their record file. When presented, it was my understanding I would be placed on all of my mother 's account. Furthermore, when I needed to transact her business I would be welcomed as though " I '' were " She. '' On XXXX XXXX, 2015, I was contacted by Charter One Master Card someone had made fraudulent charges on my mother 's credit card account. The caller stated she would immediately close my mother 's Master Credit Card account and open a new account and send another Master Card the next day. Upon receiving my mother 's new credit card I realized she was entitled to " XXXX '' bonus points. I telephoned the bank to redeem her " XXXX XXXX '' bonus points and I was informed my name was not on my mother 's credit card account. I informed them, I had taken the original " Durable Power of Attorney '' into the branch office and it should be on file. The representative indicated there was a " Durable Power of Attorney '' on file with Charter One Bank but Master Card is a separate entity from the bank and would require another " Durable Power of Attorney. '' I replied why ca n't Charter One forward a copy of the " Durable Power of Attorney '' to Master Card. I was told to go into a local branch and they could resolve the issue. On XXXX XXXX, 2015, I went into the Charter One Bank located ; XXXX XXXX XXXX XXXX XXXX, in XXXX, Michigan, XXXX. I was told no branch manager was available - the bank teller made copies of " Durable Power of Attorney '' and stated she would forward the document to the branch manager the following day to resolve the issue. On XXXX XXXX, 2015, I telephoned the XXXX branch for the results of their investigation and was told by an individual who identified himself as : XXXX, there were no branch managers available, but he had talked to representatives at banking headquarters and I would have to telephone " customer service '' along with my mother on the telephone to resolve the issue. I informed him my mother is XXXX ( XXXX ) years old and suffers from " XXXX XXXX XXXX '' and is XXXX of the issues involved. He offered a XXXX suggestion was to take the original " Durable Power of Attorney '' into a local branch office for recording and to be placed on file. I indicated to him I had already done that years ago at the XXXX branch. XXXX indicated he was unable to resolve the matter at his level. In an effort to resolve the issue without further problems, on XXXX XXXX, 2015, I went to the branch office ; XXXX XXXX XXXX, XXXX, Michigan, XXXX and talked to XXXX XXXX. She indicated there was " no '' branch manager available but she would assist me. She telephoned bank headquarters who told her there was " no '' " Durable Power of Attorney '' on file on my mother 's account. There are inconsistencies in the responses I received while trying to resolve this issue with Charter One Bank. I know I took the original " Durable Power of Attorney '' to the Charter One Bank in XXXX, Michigan XXXX years ago to be placed on file for my mother 's banking accounts. This level of " customer service '' is abysmal.
|
| 10/27/2015 |
Yes |
- Bank account or service
- Checking account
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Web |
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Hi, I have a circle checking account ( # XXXX XXXX XXXX ) with Citizens bank.
I recently visited a branch XX/XX/XXXX to deposit a check and during that visit was told that my account is dormant. Apparently since XX/XX/XXXX up to this point, due to my account being inactive, I have been charged monthly fee of {$5.00}.
Since XX/XX/XXXX was Saturday, the manager at that branch was not able to answer questions on when did my account started being dormant, why there has been no communication from bank about it, I went to my regular branch ( XXXX XXXX XXXX, XXXX ) to inquire about my account. I wanted to check why bank have NOT notify me in anyway about changes to my account status from active to dormant. I also did not receive any notification that I will be charged fees for keeping this account. The bank representative told me that I have eStatements, and if I have logged in and checked my balance, I would notice that I am being charged fees.
I may have logged in to the account, but I believe bank eStatement are different that receiving notification from bank about account change. In my opinion, I should have received letter sent to my home address notifying me about charges that I will be occurring for keeping this account. I logged in today and tried to see if bank send me any notification via their system, but since they started charging me XX/XX/XXXX, I am not able to review any information ( see attached for showing no eNotices on my account ). The representative in the bank said that they can not see any communication on my account, but eStatements.
Attached is my XX/XX/XXXX eStatement. I do not see any explanation of those dormant charges ... there is a note saying that I can waive a {$15.00} maintenance fee if I keep certain balance on the account ( see attached ), however I do not think this applicable to my account.
However, there is no information what the dormant account means, when it started and what I have to do as customer to avoid this fee. I think this falls into UDaP ( unfair and Deceptive practice ), since bank did not notify customer of charges to the account. Yes, I could have logged in to the account to check my statement but I think with such substantial change of the account terms, there should have been a courtesy letter sent to my home address to notify me. There also should have been better explanation of the charge ( why am I being charged this and what I can do to stop being charged this fee ). I am very disappointed that bank would take {$95.00} dollars from my account. I can not believe that bank would charge me for 19 months a set fee and would not notify me. I know that they have correct correspondence address on the account, since they sent me a new ATM card. If I would have not go to the bank to deposit a check, I would continue to be unaware of diminishing account founds. At what point would bank notify me about the charges, when I would run out of money?
Please advise of best way to receive refund of those charges. In my belief my account should have {$550.00} not {$450.00}. How do I go about receiving {$95.00} back into my account? I appreciate you looking into my case.
When I visited the XXXX XXXX XXXX branch ( XX/XX/XXXX ), I was informed that I should have received a letter from the bank notifying me about upcoming charges and that I should have signed it and return it to the bank. The bank was looking into archive to determine if they have a copy of signed letter in their records, as I do not recall receiving and signing such letter. As of today ( XX/XX/XXXX ), I have not heard back from bank about their research.
Thank you for your help in resolving this case.
|
| 04/06/2022 |
Yes |
|
- Struggling to pay mortgage
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Web |
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My husband and I applied for, and received, a COVID forbearance in XXXX after my husband, who was the sole wage earner lost his job with an airline due to XXXX. We were scheduled to come out of forbearance in XX/XX/XXXX. In anticipation of the end of our forbearance, we applied for a XXXX loan modification and restructuring through our HUD XXXX. The request was faxed along with the entire packet to our servicer on XX/XX/XXXX. In XX/XX/XXXX, we received correspondence form our servicer that the past due amount accumulated during the forbearance would be put on the end of the loan, but our monthly payment was to increase due to an increase in escrow because of the previous year 's shortfall while we were in forbearance. I called our servicer and told them we had requested a restructuring to lower our monthly payments because my husband had only recently ( XXXX XXXX ) found new employment at a substantially reduced rate from what he was making pre-COVID. The reprehensive told me they would not lower our payments and I told her that our HUD XXXX had informed us that it was part of the COVID act that servicers were to reduce payments by at least {$200.00} a month if requested. The representative then told me, yes, it was and that she would raise my request to the loss mitigation department and to just give it a few weeks. I called again in XXXX XXXX for an update since we had not heard anything and was told they were still working on our request and to give it a few more weeks. On the XX/XX/XXXX, I called again for an update and was told they were sending us a packet with paperwork to sign to put the past due amount on the end of our loan but that the payments were still the higher amount. She said she would expedite our request for the modification to reduce our monthly payments and to give it a couple of weeks for a response. She told me not to sign that paperwork or our case would be closed, and they would not look at our request for the restructuring for a lower payment amount. On XX/XX/XXXX, after hearing nothing from our servicer, I again called for an update. This time I spoke with a representative named Georgia who told me that our request had been submitted but there was no update. On XX/XX/XXXX, we received the packet that the representative had told me was coming. It was as the representative had stated, so we did as we had been instructed and did not sign it. I called the next week and told the representative that we received the packet but didn't sign and explained why again requesting an update on our original request. I was told that the request had been submitted and that I just needed to give it some time. On XX/XX/XXXX and again on XX/XX/XXXX, we received XXXX letters in the mail, XXXX of them registered mail, stating that our loan is in default, and we have until XX/XX/XXXX to pay the past due amount or they will start the foreclosure process. Through out the entire process, we were working with a HUD XXXX who also called our servicer several times about our request. After receiving the letter threatening foreclosure, I spoke with our HUD XXXX who again, on XXXX. XXXX, XXXX, called our servicer. She was told to have us do a short sale and she told them no and demanded that she be speak to loss mitigation. The loss mitigation representative told her that because we did not sign and return the packet they had sent out, they had closed our case and we would need to reapply for assistance. Our HUD XXXX told me to file this complaint and to inform you that she, as a HUD XXXX was not treated professionally by our servicer and that they wouldn't work with her any more than they would with us.
|
| 10/20/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
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|
Web |
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At the end of XX/XX/XXXX my current roommate and I were finding solutions to pay for our monthly rental agreements. Since I am the main person in charge of paying our landlord, I had my roommate send me money via XXXX money transfer to my banking account at Citizens bank. I came to realize that my online banking account was deactivated because it was not used or deposits into that account were not met to maintain access to the account. Both my roommate and I called both our respected banks. I called cizitens bank to understand the situation to find out what happened. A citizens bank representative told me over the phone on XX/XX/XXXX that the account was inactive and closed due to inactivity, so no money could be sent or received to the account. My roommate talked with her bank and notified them that the money would not be transferred. On XX/XX/XXXX an email was sent to me that this money was sent to me which it should have been. ( confirmation number XXXX ) from that email. I then called citizens bank online department to understand the situation and to transfer that money back to my roommate the original owner. I opened a claim with citizens calling this fraud on their part as I was told one thing on the phone, yet received this money. I had asked them to send this back. I also went to the main branch located in XXXX to follow up on this, Citizens bank on XX/XX/XXXX debited the money out of the account the funds were in case # ( XXXX ). This money was taken out of my account they claimed was closed but reactive as it was in their fine print that they didn't close the account but its just in a period of deactivation which they reactivated to deposit these funds. I made it very clear to the bank, this is not my money. It was mistakenly put there under the previous understanding that this XXXX transfer would not happen and that it would " bounce back '' to the original account. I felt lied to and put into a position where I have to defend these terrible business practices and prove to my roommate I'm being honest with what happened. Months go by and nothing has got resolved, my roommate claims that she did not receive the money back, I spoke with citizens and they only show me the document of this being taken out of my account but never the paper trail of where it is located and a confirmation that it was delivered back to my roommate. Every time I call citizens they can never documents this properly and I have to record multiple issuances to get transparency. So I go to the XXXX branch to work it out with them, and they can not get a straight answer. No one at Citizens bank is providing me any information to prove that they have successfully transferred the money back into my roommates account. Its been more than two months of complaining and wasting everyone 's time to get confirmation as they will not follow up with the documentation im asking for. Now my roommate is making it very difficult on me and she is withholding all information i need from her side to understand from her banks perspective. Im in the middle of all this and it really goes back to Citizens banks poor management and structure to assist in their initial problem they started when they wrongfully sent this money into my deactivate account by reactivating it without even telling me this before hand. I just left the main branch again today XXXX with no help other than giving me a statement that this was debited out of my account as of XX/XX/XXXX with no real follow up on this and its been stuck in limbo. My current roommate can provide documentation from her back upon request, however I am at a standstill and need assistance.
|
| 07/21/2021 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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Facts of the Matter XXXX, by Federal law is a consumer reporting agency and debt collector, Attempting to collect an alleged debt indirectly as a third party entity for an agreement in which their corporation has made with the RBS CITIZENS NA,.
The FDCPA and TILA does not specify OR define the term borrower or loan therefore this notion of debt can not be validated in truth even In the highest federal court.
A loan can not be formed in truth and validity from a CONSUMER CREDIT TRANSACTION.
Understand, When an organization initiates a loan in a persons commercial name using their open ended consumer credit plan, then creates and furnishes a deceptive form to make a loan appear valid, this is in fact Identity Fraud. That organization shall pay interest to the Consumer for his or her extension of open ended consumer credit within the Corporation of the United States.
RBS CITIZENS NA, is not a federal, but a commercial bank, so by federal law jurisdiction RBS CITIZEN 'S NA, is a debt collector. Because RBS CITIZEN 'S NA, is a non living non breathing entity, they have misused my extension of living open ended consumer credit ( SSN ) and signature to create a fraudulent loan to which they have become the borrower and debtor to the Federal Reserve Bank. They have falsified documents to state that they are the " original creditor ', but have no extension of living credit to offer living consumers.
It is impossible to pay on a Positively reflected balanced debt or charge. Therefore, XXXX, and RBS CITIZENS NA, are misleading the consumer, when in fact the Alleged debt balance shows it has already been accounted for. Why is this number not in a negative balance?
15 U.S. Code 1692a - Definitions ( 4 ) The term creditor means any person who offers or extends credit creating a debt or to whom a debt is owed, but such term does not include any person to the extent that he receives an assignment or transfer of a debt in default solely for the purpose of facilitating collection of such debt for another.
A Bank, non living entity, can not Lend funds or Extend credit, Therefore a bank can not be an original creditor of any natural person 's consumer credit transaction. The Documentation you have presented constitutes, Identity theft and fraud. Congress however states under 12 USC 1431 that Federal Banks may Borrow and give security therefor and to pay interest thereon, to issue debentures, bonds, or other obligations upon such terms and conditions as the Director may approve, and to do all things necessary for carrying out the provisions of this chapter and all things incident thereto. This notion does not include commercial banks, such as RBS CITIZENS NA.
I, The natural Living man, The original creditor have extended my open ended consumer credit to RBS CITIZENS NA to have it extended back to the Consumer, Myself, using an open ended consumer credit plan Under the Corporation of the United States of America, securely bonded in Surety and trust within my Certificate of Live Birth.
I was then mislead into a fraudulent contract named a loan when in fact an extension of consumer credit transaction had taken place.
Congress does not define the term Borrower or Loan. Again, however, Congress states Federal Banks may Borrow, this doesn't include commercial banks.
I know who I am, and I Am Invoking my specified remedy as an original creditor and consumer in this consumer credit transaction.
If XXXX continues to report falsified information, which was constructed willfully in identity theft, I shall be forced to pursue federal litigation with the presentation of facts and exhibits to support my stance.
|
| 10/19/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with additional products or services purchased with the loan
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Web |
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XX/XX/XXXX my husband and I purchased a XXXX XXXX XXXX from XXXX XXXX of XXXX. On XX/XX/XXXX we were asked to come back to the dealer to sign for finance with a different finance company and we did. At the time of purchase, we were transitioning to XXXX but still residing in XXXX and requested the vehicle be registered there.
We then completed our move to XXXX and was notified by XXXX DMVXXXX County Tax Collector that we needed a letter from our Lienholder on letterhead stating they are the lienholder as of such date, customers names, vehicle year, make, model and vin #, dated, signed and printed. I requested it from the lienholder ( Citizens One ) and they in turn only sent me a copy of the purchase agreement, which I already had. XXXX @ XXXX called and was told that we needed to obtain title from XXXX, a third party. I contacted them and was advised that they did not have title and needed to contact Citizens. Citizens sent me back to XXXX and that went back and forth for a while.
When Citizens finally confirmed that they did not have the Title to my vehicle I was advised by them to go to the dealer. I did and was advised by the dealer that they do not hold title and they would not be able to do anything and sent me back to Citizens. After several calls and numerous hours on the phone I finally was informed by Pennsylvania DMV that the title went to the finance company the dealer submitted on the Registration request. The finance company the dealer submitted was XXXX XXXX XXXX dba XXXX and not Citizens. I notified Citizens and they sent me back to the dealer. No one there got back to me until after several calls only to send me back to Citizens.
Citizens finally sent the letter with enough information to obtain temp tags from FL stating that they were working on obtaining title. I received the temp tag on XX/XX/XXXX. I spoke again with XXXX XXXX XXXX to be told that she thought this was resolved. I advised her that I would only be given one extension for the temp tag and that once the temp tag expires and if this is not resolved, I can not legally operate the vehicle and that since I can not legally operate the vehicle, I will then be holding payment until they can produce title to FLDMV for registration. XXXX at Citizens said that she will forward it to the legal department of Citizens to expedite it before the second temp tag expires and that someone from that department would contact me. Instead she contacted my husband, informed him that they found the title in PA and that PA does their titles electronically and should take another week. We did not hear from Citizens again.
The extension expired on XX/XX/XXXX and I stopped the Auto Draft Payments. We now get calls and letters from the collection department of Citizens.
Dealer failed to correct their error ; Lienholder has failed to present title to Florida DMV for registration. It has been over a year and a half since FL DMV and I have requested the title. The vehicle now sits in my driveway.
Without registration I can not operate the vehicle. I would like to continue making payments but not to the lienholder ( Citizens ) until title is produced.
First and foremost, to have the title produced to FLDMV to obtain the registration for my vehicle so I can commence driving it again.
Second, have Citizens remove the late payments and provide the credit bureaus whatever documentation they may require to remove the delinquencies and restore my credit since this has now affected my credit.
Lastly, compensation for the numerous hours spent making calls and being placed on hold, and for the stress and aggravation this has caused.
|
| 03/24/2018 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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|
Web |
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XX/XX/XXXX {$2100.00} was withdrawn from XXXX of the accounts that had money come in today. I had a negative account since XX/XX/XXXX when I was no longer able to make payments as I was not bringing money in for my business. I am terribly behind in my bills, had recently had XXXX, and am facing possible foreclosure and shut off notices. I wanted to build monies to attend to our livelihood and then attend to this debt issue.
I have joint accounts and my friend 's money came in today. They the bank took XXXX out of the XXXX dollars that came in. We have a joint account. At times past, Citizen 's bank messed that up, too regarding which account my friend was added to, but they had the nerve to say that the account they withdrew from was not a joint account, then turn around and say, it might be a joint account, but in the terms and conditions we have the right to take money to settle debt. Attached is the direct deposit form and demonstrating who's account it is named after which is my friend.
Just a few days before I spoken with a rep in the collections department to which they informed i had up to 60 days and that 20 were already gone so I had about 40 days or less to reconcile my account. Otherwise they will close it and report it to XXXX XXXX for banks to be aware about opening an account for me.
At least that gave me time to satisfy MY ACCOUNT. Friday XX/XX/XXXX still within the 40 days I see they decide without warning, when I did talk to them, knowing they had a chance to tell me then that my account was subject to withdrawal but withheld that info because it is in the fine print of terms and conditions, decide to take the money that came in, due to, as I was told by the branch manager after she called the headquarters, that the amount in the joint account was alot of money so it could satisfy my XXXX dollar debt and perhaps whatever else I have to pay.
They did not ask or factor in : It is a joint account, it was NOT MY MONEY to cover my debt, if I was in position to pay my debt i would have done it myself, but I was given the 40 days to take care of it, I am 3 months behind on my mortgage, 1 month behind on my bills, 2-3 months behind in my other bills for my other home, and I have been attempting to find work to cover expenses.
I am self employed doing contract work and I haven't had monies coming in, and if I was in the position to pay I would have either paid it when I had it OR would have not fallen behind.
Bottom line the monies remaining is not enough to cover my 4000 dollar debt i have with my mortgage, or other expenses I have at all. The nerve of them not to ask me or factor these things or state when I did talk with them that it was subjected to going into other accounts and take the money without authorization.
Bottom line, I called them, was proactive, informed them of my plans, just to turn around and take the money without warning because they are allowed and have the right to, but without asking and knowing if the money i had was mines or if it would cover expenses.
They said, the bank that the amount I had was assumed that i would be ok after the 2100 dollar debt I had with the bank was honored.
I read about something called Lending code, where banks are to factor in living expenses and potential financial hardship if they were to take the money. You dont just look at amounts and assume the person will be ok.
the bank manager said they don't honor the lending code.
And they didn't inform me that they were going to seize the money where they could have said this on the phone when I called them XXXX and in the letter from them which is attached.
|
| 07/18/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem while selling or giving up the vehicle
|
|
Web |
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This is issue started when my mother XXXX XXXX got preapproval from her bank to purchase the vehicle from me, through Citizens One. She was approved on XX/XX/18 and the only document left to process the loan was the pay off letter. The bank does not accept verbal pay off confirmations it has to be in a memo. So since XX/XX/18 my mother had tried calling XXXX to get this. She was not able to get through to anyone. Then on XX/XX/18 my mother attempts calling in the early morning hours, with no luck she informs me and I start attempting at the end of XXXX XXXX start of XXXX XXXX and the automated phone system was not working. It kept denying my fax of 14 day pay off letter and would automatically redirect me to the consumer finance rep but no one ever answered or I could never get through after astronomical waiting time. I then tried the collections line XXXX and spoke to representatives that kept transferring me back XXXX and at one point transferred me over the mortgage/home loan department that said they couldn't do anything as they are strictly mortgages and said they'd find someone to get on the line and then redirected me to the consumer finance at XXXX. This was even after repeated attempts at asking to get a supervisor or manager on the phone to help me get what I needed.
At about XXXX or XXXX MST I informed both my mother and boyfriend of the struggle and both of them proceeded to call in and hold for the same department or to get someone that could help. It seems no one was listening to my request to get someone higher up with a higher title to get this letter sent. There were instances when I was on the phone and after an hour of waiting it would hang up two consecutive times and the last few times it did that I just gave up. It was after XXXX XXXX my time and my mother 's bank, XXXX XXXX XXXX XXXX, has to have documents sent in by XXXX XXXX EST which is XXXX XXXX MST. Well my boyfriend, XXXX XXXX, was able to get through to someone which is surprising as he's not the account holder and every time I asked for a supervisor I was redirected to the automated line system and I was getting very angry I wasn't trying to get anyone in trouble I just wanted the letter sent.
XXXX texted me and said an " XXXX '' gave him this number XXXX that was for managers so I called it. Again, another automated system that says, " You have reached the immediate customer response team if you know the extension wish to reach please dial it now, '' then a dial tone is hear for a few rings then it says, '' currently there is no one staffed for this line, '' then hangs up. So I told him and then he calls back and does the same process until he gets to speak to a manager that said they were sorry they had no idea that the number wasn't working and that they'd fix it and if a supervisor did not call me back Tuesday XX/XX/18 to call that XXXX again and someone would help. I just want to add they had all of this noted, some of the reps said I can see the notes and see you've been calling from the notes log so they knew I was after this one thing.
In total with the amount of time me, my mother XXXX, and boyfriend XXXX XXXX spent was over 7 hours. I was on the phone for 4 o XX/XX/18 I get a call from someone stating they were a supervisor, that they were gon na waive the fee associated to have it faxed, it will take 1-2 business days, and put a " rush '' on it as the bank is only allotted so many days for a loan application and the loan officer is leaving for vacation at end of business close today XX/XX/18. Well it's now XXXX XXXX MST which means it's XXXX XXXX EST and still no letter has come through.
|
| 11/15/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
On XXXX XXXX 2016 XXXX XXXX XXXX contacted me toconfirm a check drawn on my Citizens Bank checking account was indeed valid. It was presented at a XXXX branch in Delaware the previous day in the amount of {$42000.00}. I confirmed that the check was not authorized and that it was fraud. I called Citizens Bank fraud hotline immediately and reported it. An affidavit would me mailed to me. I was told I would have to go to a branch to close the account.
I immediately went to the XXXX XXXX branchin XXXX. XXXX XXXX XXXX XXXX assisted me in closing my account and informed me that the funds would be returned by 10 days but usually less. He indicated the check was presented as an electronic payment no signature required. To him the check was clearly a fake.
An incident report was filed with the XXXX MA police. Detective XXXX XXXX was assigned.
I followed up daily with XXXX XXXX for the next week. I had requested records of any phone inquiries made on my account and any IP addresses of any PCs that logged in to my account. They were able to provide me with the last three calls only just me reporting the fraud and following up twice on the XXXX and XXXX.
On XXXX XXXX branch manager XXXX XXXX informed me that my funds would not be returned for 6 to 8 weeks as this was not electronic fraud that it was paper check fraud. I disagreed based on what his own employee had told me. I informed him that I had not received the affidavit.He informed me that my case was referred to the Office of the Chairman. XXXX XXXX was assigned. I subsequently informed XXXX XXXX of my intention to pursue Regulation E.
On XXXX XXXX XXXX XXXX and I spoke via phone. I was told I would need a subpoena to get any information on my account regarding when it was accessed. She indicated Citizens Legal department was reviewing my question of electronic versus paper. I also asked XXXX XXXX if they deemed it paperfraud Iwanted Citizens definitionof properly payable in writing. I told her that I had not received their affidavit and she said it should have been sent on the day I reported the fraud.
On XXXX XXXX I received the affidavit in the mail post marked XXXX XXXX. I completed and returned the following day.
On XXXX XXXX XXXX XXXX informed me there was no update on my claim nor from her Legal Department.
On XXXX XXXX XXXX XXXX informed me that her claims team sent the claim to XXXX on XXXX XXXX. They would not be able to follow up for two weeks. Her Legal team deemed this case to be paper fraud not electronic. She could not answer the question about properly payable. She informed me that the check was presented as if I had authorized payment over the phone. Not that I had but that it was it was not overly concerning and that is what those types of payments look like. I asked why they did not follow up with me before releasing the funds as the activity is so extraordinary for my account. She stated that I would upset if they delayed my payment. She indicated that her Legal teams response would be sent to me via Fed Ex as she could not email it. She would email me the tracking number. Still waiting.
On XXXX XXXX XXXX was able to confirm receipt of the claim but XXXX XXXX had no additional updates.
On XXXX XXXX XXXX XXXX called to tell me there was no update on my claim. I requested that I be paid interest from the time my funds were withdrawn until it gets returned to me. She also informed me that due to my strong language she would not longer verbally communicate with me. We agreed that Citizens would update me daily via email. One email was received on XXXX XXXX with no update and I have not received any responses since.
|
| 07/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
NOTICE TO AGENT IS NOTICE TO PRINCIPAL NOTICE TO PRINCAL IS NOTICE TO AGENT CITIZENS BANK you are furnishing inaccurate and incorrect information to the consumer reporting agencies.
The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes.
You and your inaccurate reporting have damaged my livelihood.
15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1. PROHIBITION ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Duty : a moral or legal obligation ; a responsibility Accurate : correct in all details ; exact.
PROHIBITION : a law or regulation forbidding something As Defined by the IRS ( INTERNAL REVENUE SERVICES ) Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return.
The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate!
By Definition The IRS Clearly says a Cancelled debt or Charge off is Income. The reporting of this account as a debt is in accurate.
15 USC 1681 s-2 Says you CITIZENS BANK are a furnisher of information to a consumer reporting agency.
You ARE PROHIBITED BY LAW to furnish inaccurate information. I demand you to Cease and Desist the reporting of incorrect/ in accurate information immediately.
15 USC 1681 s-2 ( a ) ( 1 ) ( A ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate You are hereby put on NOTICE that you are furnishing incorrect inaccurate information.
The lender must file Form 1099-C and send you a copy if the amount of debt canceled is {$600.00} or more and the lender is a financial institution, credit union , federal government agency, or other applicable entity as discussed earlier in chapter 1.
The above paragraph is taken directly from the IRS 2021 publication.
SEND ME MY FORM 1099-C that you should have sent when you Filled the account as a canceled debt.
My Address is listed below!
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX A1 15 U.S. Code 1681s2 ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1. PROHIBITION ( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ( ii ) the information is, in fact, inaccurate.
In conclusion I have shown you and you have been put on notice that you are reporting inaccurate information. The information is, in fact, inaccurate.
The continued reporting of this inaccurate information is a clear violation of the Law 15 USC 1681 s-2 of your responsibilities as a furnisher of information.
You have caused me and my family severe harm due to your negligence and inaccurate reporting. This is a final opportunity to Cure and DELETE This Erroneous, inaccurate account from my Consumer report.
YOU HAVE 10 Calendar days to DELETE THIS ACOOUNT FROM MY CONSUMER REPORTS!
|
| 02/24/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
Citizens Bank Consumer Loan Servicing XXXX XXXX XXXX XXXX XXXX, RI XXXX My home equity line of credit/loan with Citizens Bank. My loan went from interest only payments to Interest and principal payments on XX/XX/XXXX.
My last interest only payment of XXXX was due on XX/XX/XXXX.
I was awarded {$170.00} from a class action on XX/XX/XXXX ( XXXX and XXXX XXXX et at v. citizens Financial group case No XXXX ) It was applied as a principal only payment on XX/XX/XXXX towards my HELOC.
I requested that it be applied as a payment : The principal credit of {$170.00} was reversed on XXXX XXXX and reapplied as a payment on XX/XX/XXXX.
The following is a list of payment I made on the Loan : XX/XX/XXXX due $ XXXX-paid XX/XX/XXXX-in Branch on XXXX XXXX XXXX, VT.
XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX {$270.00} XX/XX/XXXX due $ XXXX-Paid by check XX/XX/XXXX {$94.00} + $ XXXX+XXXX.-the {$170.00} applied as payment on XX/XX/XXXX was never recorded.
Here is where the problem starts : XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX-notice that {$170.00} is past due.
Received a call from collections and after spending time on phone with person was told that they will resolve the past due amount.
XX/XX/XXXX due {$270.00} paid by check XXXX- notice that {$170.00} is past due Received call from collections that the {$170.00} was past due after conversation with collections late fee {$13.00} charged on XX/XX/XXXX-was waived XX/XX/XXXX. Spoke with XXXX manager in collections and was told that the payment would be applied and the problem resolved. XXXX would not provide last name, but gave me fake employee number of XXXX XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX notice that {$170.00} past due, and late fee of {$13.00} charged on XX/XX/XXXX- After call from collections with the outcome being that they would take care of the situation and apply the payment properly. Met with banker in the branch XX/XX/XXXX and spoke with XXXX in collections, was told the problem would be handled and the fees reversed.
XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX-Late fee- {$13.00} charged XX/XX/XXXX-Spoke with collections was referred to customer service a case was opened by XXXX in customer service case # XXXX.She submitted a back office request XXXX. Total past due {$170.00} late fees due {$27.00}.
XX/XX/XXXX due $ XXXX-the included a payment of {$27.00} in late fees that I paid by accident XX/XX/XXXX. Was called by collections again told them I had a case number they told me the case was closed and was given another case number-late fee charged XX/XX/XXXX XXXX XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX included was late fee of $ XXXX-that I again paid on accident. Past due amount {$170.00}. Spoke with collections late fee assessed XX/XX/XXXX {$13.00} waived XX/XX/XXXX $ XXXX-total fees charged {$68.00}. past due amount {$170.00}.
XX/XX/XXXX Spoke with XXXX was given case number XXXX and assigned XXXX XXXX to handle case.
XX/XX/XXXX due {$320.00} paid {$280.00} in branch XX/XX/XXXX. only paid {$280.00}, because I realized they included fee of {$41.00} in Payment. Past due amount {$140.00}. 37. Spoke with collections told them it was in dispute again. late charge {$13.00} XX/XX/XXXX.
XXXX-Received phone call from XXXX XXXX, after a month since contacting her, they decided that they will not resolve the situation, and continue to charge fees. I asked for her managers/supervisors name and she would not provide name.
I have been told by the person in the branch that it will be escalated to the office of the chairman.
I have not attached documents with this complaint, but do have them if needed.
|
| 02/25/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Hello my name is XXXX XXXX I ordered XXXX jars of honey from a 3rd party through XXXX for the total of {$930.00} on XX/XX/2018. So a few days later I received my package but my orders of honey had open seal so I contacted XXXX and told them to give me the contact of this company that is in a different country so I can buy a phone card and call them and explain to them about my order but XXXX said no worries we will contact them for you so they dont trouble me and buy a phone card so they asked me what was wrong and I told them about the seal for my honeys also telling them there is noway I will eat or feed my family anything that has open seal especially coming from a different country so during that time I told them to plz contact that country asap about my order and let them know about it and if they would be able to send me a RETURN LABEL so I can return it and they can resend me a new order. So XXXX told me that they can do that so later on that day they sent me an email saying that they apologize about how long it took them to respond to me but also said to me in the email that there's no worries about it and that they REFUNDED ME IN FULL but later on that day they sent me another email saying that they want me to return it and this was on a Wednesday the day of garbage day in my area so I through them away due to that email telling me they refunded me in full but buy the time I got the next email after they changed their mind it was already thrown away due to the 1st email this was a mistake on there end and they told me in the beginning they will fix it so the representative from XXXX asked me some questions so he can investigate it so he asked me when did they send me the emails so he can look at them to see if I was telling them the truth then he asked me when is garbage day and what time do they pick up the garbage in my area so I told him when and then he asked me for my city state and zipcode so I gave it to him and he then checked online if this was true time of garbage day and etc so he finally said ok he will handle it but then they gave me the run around so I finally called my bank to dispute and my bank made me wait 10 days til they give me my money back during the 10 days my bank wanted some proof of emails from XXXX so i faxed it over to them and they told me I was good so now my bank is telling me to give them proof of return I told my bank that I asked them for a return label in the beginning so I can return it and then they can resend me new ones but instead they told me no worries we refunded you in full so now I'm dealing with my bank because my bank is saying they want something saying that they told me to throw it away but I told and faxed over the proof of the company telling me no worries we refunded you in full which means dont worry about it your good we are giving you the money back is how I understood that email because i wasn't looking for a refund to begin with all I wanted was a return label So I can return it and get some new ones but instead they're big mistake telling me that I was refunded in full and not to worry about it then they changed their mind later on the day after I threw them away so if they just gave me a return label instead of saying that they refunded me in full and no worries we wouldn't be going through this problem so right now I want my bank to side with me and the only way for my bank to give that company their money back is for them to re send me my order and then they could keep their money but if they don't send it to me I want the money to stay in my account I also willl send you a copy of all the emails through XXXX
|
| 02/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
On XX/XX/XXXX, I decided to pay off my home loan. I got the balance from Citizens Bank website and moved cash to my Citizen Bank checking account. I signed in to Citizen One mortgage website next day and tried to process the payoff. A pop up message stated I have to call customer service department at XXXX. After a few attempts waiting for over 30 minutes with no one answered my calls, I decided to go to Citizens Branch in XXXX, MA hoping for paying off my home loan immediately next day.
I arrived on Citizens XXXX XXXX at XXXX a.m. on XX/XX/XXXX and was told Citizens branch does not handle mortgage pay off process. and was advised to go to Citizen One website or call the XXXX number for details.
After I complained I could not connect to anyone on the XXXX number, a branch manager came and politely offered help to contact Citizen One for me for the payoff info and will call me back. The manager called me 15 minutes later and I returned to the branch around XXXX p.m. the same day. I was told my home loan pay off amount of {$120000.00} vs XX/XX/XXXX outstanding balance of {$120000.00} on the website. I questioned the difference and was told it was title search, lien release and recording cost ( No accrued interest mentioned ). I was also advised Citizens One only have one option call " 10 day pay off '' to pay off the home loan by mailing in a bank issued cashier check within 10 days. My check has to be received by Citizens One before XX/XX/XXXX. I requested a cashier check immediately from the XXXX Citizens branch and planned to mail it next day.
Failed to get into USPS office before office hours on XX/XX/XXXX, I mailed the check next day morning with 2 day priority mail. USPS tracking confirmed the check was arrived at Citizens One on XX/XX/XXXX and Citizen One website also has pay off date of XX/XX/XXXX.
Still confused with the home loan pay off difference of {$270.00}, I researched XXXX and found nothing about home loan pay off included title search or lien release fees. I tested my luck and called Citizen One XXXX number and was lucky someone answer my call immediately this time. The lady answered my called claimed she was from customer service team. She claimed I can pay off the home loan with Fed wire or cashier check but does not know the details and how the home loan pay off calculated, the citizens One website should have the info.
Out of luck with Citizens One website and Citizens XXXX number, I researched and did some calculation and discovered the difference could be {$100.00} recording fee and 18 days accrued interest from XX/XX/XXXX to XX/XX/XXXX.
My complains are : 1 ) What is the difference of the home loan pay off. Why no breakdown on the Citizens One website?
2 ) Why so difficult to get someone answer my calls if website refers to call the XXXX number?
3 ) Why Citizens One only offers " 10 day pay off and no on-line pay off process and pay off the home loan with Citizen bank account internal transfer. Are they under the same company? or is this the way Citizens to make money by charging more interest.
4 ) Why Fed wire pay off not mentioned on my pay off request at first? I was at the Citizens branch and can get it done sooner.
5 ) If " 10 day pay off " included 10 days accrued interest and Citizens One received my check on 6th business day, should Citizens one issue refund for the 4th business day that was over charged.
6 ) Why worker in the same Citizens Bank has different information on home loan pay off. This is really a seriously training issue.
XXXX Citizens Bank takes my complaints seriously and provides me a satisfactory answers. Thanks
|
| 12/14/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
Servicemember |
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My husband is currently XXXX, thus out of the country. I am his Power of Attorney so that I am able to maintain his accounts. Florida is my husband 's Home of Record and we will be living in Florida when he returns from XXXX. Therefore, I need to reregister the vehicle in Florida. Since the title is a California title, Florida will not register the vehicle until the title is received by the department of motor vehicles. I called Citizen 's One Auto Finance ( XXXX ) to determine steps to have the title sent to FL, and was told to send my POA, the request form from FL for the title to be sent to the XXXX County Tax Collectors Office ( motor vehicles ), and a letter explaining the circumstances. I did as instructed and was not contacted as I was told I would be. The next week, on XX/XX/XXXX, I called to follow-up. I was granted access and told that my POA had been received, but the request form was not scanned or noted in the account. The representative told me that this likely meant " they '' were processing the request for the title. Having not heard from XXXX, I followed up again on XX/XX/XXXX, as the CA is now out of date and I am unable to legally drive the vehicle. On XX/XX/XXXX, I was told that the POA on file was invalid, as there was no name on it. I read my copy of the POA to the representative and he confirmed that there was, in fact, my name listed as my husband 's POA on the document. This representative consulted with management and informed me that, contrary to what the previous representative had said, XXXX does not process titles and I would have to request through a third party and that the third party was only open Monday through Friday XXXX-XXXX. This was at XXXX on Friday evening, so I was unable to contact them. I was also given the contact information for the " consumer counseling '' department of XXXX, and was told that this department may be able to help since the issue is, in part, due to my husband 's military XXXX. The representative stated that the recording would mention collections, but that they handled other things as well. After being given the run around from the third party and being told that it would take six weeks for the title to be received by FL or I could request the lienholder ( XXXX ) to send the title to FL, I contacted XXXX again on XX/XX/XXXX. The representative told me that there was no POA on file. I informed her that the last person I talked to was able to find it and the representative continued to insist that there was no POA on file. I asked to speak with management and was able told again to contact the third party. Before calling the third party again, I attempted to contact the XXXX " consumer counseling '' department that was referred. The representative informed me that I could only get the title if the loan was paid off, even after I explained multiple times that I understood how liens work and did not personally need to title, but rather needed it sent to FL. I then spoke with this representatives manager who rudely informed me that my account was not past due and she could not help me, then transferred me - without informing me - back to customer service. I had to explain what I needed to yet another representative who told me there was absolutely nothing she could do for me and I had to go through the third party ( i.e. pay the third party to get the title from XXXX and send it to FL ). I spoke with this representative 's manager, who said she was consulting with " the back room '' to find a solution to avoid waiting six weeks to use my vehicle. The manager ultimately informed me that there was no other option.
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| 01/31/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
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My name- XXXX XXXX The bank Citizens Bank in XXXX XXXX NY I reported fraud to Citizens Bank on XXXX XXXX ( XX/XX/XXXX ) and again in early XXXX. The bank representative took my information and said they would get back to me. They reported that " Based on our investigation, no error occurred. '' The reason or this is, " Due to the length of time you took to notify us, we are unable to recover funds. We recommend working directly with the merchant to come to an equitable resolution. '' I bought the tickets in XXXX, XXXX and did not know there was fraud until XX/XX/XXXX when I went to retrieve the tickets. There is no way I could tell the bank about something I did not know. I called again after receiving the letter and they said a specialist would call me, made no appointment, just they will call me in 1-2 business days. Several days later, in the middle of the work day, the bank representative called and left a message stating they would call again with no number for me to reach them of window of time. They never called back.
I have added what I sent to the merchant and the IL attorney General.
NOTE- I attempted to submit this and had difficulty uploading the documents- I am struggling to attach them- when I do- I then need to start the complaint over. Please email me at XXXX so I can send them. I have documents of everything in this complaint.
On XX/XX/XXXX I bought 5 tickets to XXXX in XXXX New York from XXXX XXXX XXXX also known as XXXX XXXX XXXX from the web page XXXX after an email was sent to my work account XXXX.
The cost was {$2700.00} and I also bought even insurance at {$170.00}. The tickets were for XXXX XXXX, XX/XX/XXXX. When I went to secure the tickets form my email the morning of XXXX the link went to a page that said that the tickets had been transferred to another email. I attempted to call XXXX and there was no response. I chatted with XXXX and the chat person told me to attempt to use my other email ( XXXX ). I did despite the knowledge that I did not submit that email when I bought the tickets. This attempt also yielded the same response- that the tickets had been transferred to another email. I attempted to contact XXXX which the chat told me was the entity from which XXXX bought the tickers ( who I actually through I was buying the tickets from ) and there was no response due to it being XXXX. The chat person told me I should wait and check my email all day until the event to see if the tickets are sent and he would be attempted to secure the tickets for me. I received an email that also yielded that same link that said the tickets had been transferred to another email. I began to search the internet for this company and that is when I found a facebook page and multiple posts through XXXX saying this this company is fraudulent. I attempted to reach out the company to get my money back and there is no functioning email. I also have no idea where the event insurance is and how to redeem it and received no emails or information to regarding that issue- so despite spending {$170.00} to insure the tickets- I don't even have that means of getting my money back. My bank says it won't help because I bought the tickets too long ago- the problem is that I did not know I was defrauded until XXXX so I could not report something I that I did not know happened. I can't find the word to explain how this affected our XXXX. The children and my brother who lives with us ( he has XXXX XXXX ) had been practicing the words to all the songs since summer. Note, in multiple places on their web page and through the " event insurance '' they report 100 % guarantee
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| 11/15/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
Older American |
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On XX/XX/XXXX I gave a {$100.00} deposit using my Citizens XXXX XXXX to go on a cruise to Hawaii with XXXX XXXXXXXX XXXX.
On XX/XX/XXXX I paid the balance of {$1600.00} using my Citizens XXXX XXXX to XXXX XXXX XXXX.
In XX/XX/XXXX The US Government President Trump gave an order that the elderly and people with XXXX were not allowed to travel due to XXXX. We called XXXX XXXX XXXX and told them there is a government order of no travel for the elderly and people with XXXX. XXXX XXXX XXXX said all they were offering is a future cruise credit and we told them we wanted our money back we were following government orders. XXXX XXXX XXXX said all they were offering is a future cruise credit.
In XX/XX/XXXX I filed a complaint with the XXXX XXXX XXXX that regulates cruise ships.
In XX/XX/XXXX I filed a dispute with Citizens XXXX XXXX against XXXX XXXX XXXX. I disputed the {$1600.00} and the {$100.00} payment. I sent newspaper articles that the airport in Hawaii was quarantining people for XXXX days and the cruise port in Hawaii was closed.
In XX/XX/XXXX I received an email from the XXXX XXXX XXXX with XXXX XXXX XXXX saying that I had a contract with them and all they were offering is a future cruise credit.
I sent the email from the XXXX XXXX XXXX to the dispute department at Citizens Credit card XX/XX/XXXX. XXXX XXXX XXXX was claiming I had a contract with them and all they were offering is a future cruise credit.
XX/XX/XXXX I sent an email to the dispute department at Citizens credit card to cancel the dispute because XXXX XXXX lines said I have a contract with them. In that email I requested Citizens credit card to stop the dispute and return the money to XXXX XXXX XXXX
XX/XX/XXXX I spoke with XXXX at the XXXX department of Citizens credit card and told him to stop the dispute that XXXX told the XXXX XXXX XXXX that regulates cruise ships that I had a contract and I didn't want any legal problems.
Citizens Credit Card put the {$100.00} charge back on my statement XX/XX/XXXX and the charge of {$1600.00} was put back on my statement XX/XX/XXXX.
In XX/XX/XXXX the XXXX XXXX XXXX ordered the cruise ships to return the money to the customers that wanted their money back.
XX/XX/XXXX I went to the XXXX XXXX XXXX website and filled out a form requesting my money back.
XX/XX/XXXX I filed a complaint online with the BXXXX XXXX XXXX againsXXXX XXXX XXXX XXXX they responded XX/XX/XXXX and XX/XX/XXXX saying that they settled with the financial institution and it's the responsibility of Citizens credit card to return my money.
XX/XX/XXXX I received an email from XXXX XXXX XXXX that I won the dispute that I put with Citizens credit card and that Citizens Credit card has to give me my refund.
XX/XX/XXXX I spoke with XXXX, a supervisor at XXXX and requested for a call from the dispute department. XX/XX/XXXX XXXX at the dispute department said I would get a call from XXXX the supervisor at the dispute department.
XX/XX/XXXX I called and spoke with XXXX and requested a call from the dispute department. XX/XX/XXXX I sent an email to the dispute department of XXXX credit card with the response of XXXX Cruise Lines telling the XXXX XXXX XXXX that XXXX settled the chargeback with Citizens credit card.
XX/XX/XXXX I called and spoke with XXXX a supervisor requesting for the dispute department to call me.
I haven't received any calls from Citizens credit card and I have XXXX days to respond to the XXXX XXXX XXXX. I want my money back.
Citizens XXXX XXXX XXXX XXXX XXXX Citizens XXXX XXXX last XXXX digits XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX Case # XXXX
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| 04/09/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
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Dear Sir or Madam, There have been three problems that Citizen Bank violated the laws/rules and made the troubles on purpose to me. Two of them are with my credit card, which are listed in this complaint ; another one is related to my money market/saving account, which will be listed in my next complaint.
1. There was a fraud charge to my Citizen Credit card by XXXX on XX/XX/XXXX for {$80.00}. I never knew this charge, so it was a fraud. I called XXXX, they told me it was an unauthorized charge, they agree it should be removed, and XXXX said it was too late for XXXX to remove it, but my credit card company can remove it and refund the {$80.00}.
I called Citizen credit card in XX/XX/XXXX, and told them to remove this fraud charge. They delayed and delayed, so I had to call Citizen bank credit card several times ; once a lady told me I complained this charge in XXXX XXXX and it was removed, but she did not understand why it was still there. In XXXX XXXX, someone from Citizen bank Chairman team called me, who was very rude. She said the citizen bank policy is 60 days. After 60 days they do not refund anything. I told them this was the fraud charge and there is not such time limit for fraud chage, and I complained this in XXXX XXXX, within 60 days. But they just do not listen to me and do not look at the facts. I told them the company XXXX agreed it should be removed, as it was unauthorized charge and I asked Citizen bank to give a call to XXXX, but they refuse to do anything and keep the fraud charge to me.
They are breaking the laws to set up the 60 days limit for denying the fraud charge. XXXX charge can be disputed even within a year, but Citizens bank cheated me saying only within 69 days.Only this bank to it in this way to break the laws.
2. There was a charge of {$190.00} from XXXX XXXX. When I was paying the membership fee, it showed clearly that the fee is {$71.00} total for 12 months, see the screenshot I saved at that time. But when I received my bank credit card statement, it was {$190.00} charged to my card and it was only for 6 months, but not for 12 months. This is a fake $ amount. I disputed it, but Bank Citizens again de layout a few times. They has been protecting the fake charge, and never corrected the fake amount. Several months later, XXXX charged me another {$260.00} for the next 6 months ; I saw the fake charge in time and called XXXX told them that was fraud, as I never wanted to renew for another 6 months. Hence XXXX removed the {$260.00} fraud charge. But Bank Citizen did nothing on this, but keep fake charge {$190.00} on my account even now. According to the agreement on purchasing the membership, for 6 months membership, it should be {$53.00}.
I received forms from Citizens Bank in beginning of XXXX XXXX for disputing the two fake charges and completed the forms and emailed them back to the email address on the form. But when the Chairman team lady called me in late of XXXX XXXX, she lied to me saying the two disputing were all denied in XX/XX/XXXX. If that is true, why they mailed the forms and asked me to provide the detains at beginning of XX/XX/XXXX. I have the email with the attached my completed disputing forms with citizens bank in XXXX XXXX. If needed, I can forward you that email.
I was a Platinum Plus customer or Citizens bank, but they cheated me in this terrible way.
I request refund for the fraud charge and fake amount of the {$80.00} and {$190.00}. XXXX ; Also I request compensation for all the troubles Citizen Bank made on purpose to me and the time and energy I spent on those fraud charge, fake charge and lyings.
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| 03/19/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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Separate from my claim yesterday, I now alleged criminal behavior on the part of XXXX XXXX presented an XXXX Divorce Document to the Branch Manger of Citizens Bank in XXXX, XXXX-XXXX. XXXX XXXX on XX/XX/XXXX at XXXX and requested past Bank Statements for the period between XX/XX/XXXX-XX/XX/XXXX. She promptly pulled up the account on her computer screen and even pointed out the initial deposit on XX/XX/XXXX. Reported to me that it was open in credit status only because there were notes for pending research on fees that were supposed to be reversed over 5 years ago. She then, despite my verbal opposition and the court order in front of her, insisted that she had to close the account because I was getting divorced and should not have a joint account with my spouse and that we were no longer eligible for any applicable credits. She then assured me I would have the requested statements within 2 weeks ( records over 7 years old require the processing of a research fee-despite my physically viewing the XX/XX/XXXX Statement on XXXX XXXX 's Screen ). She then informed me that it would cost about {$180.00} in fees and that I would have to come into the branch and pay that when I pick of the Statements, implied to be just after XX/XX/XXXX. I believe this arrangement constitutes a formal contract for the reproduction of the XX/XX/XXXX-XX/XX/XXXX Statements that she showed me on her screen.
Today XX/XX/XXXX, after filing reports with various stake holder groups last evening ( including you ) as well as citizens bank corporate offices, I met with XXXX XXXX XXXX XXXX manager XXXX XXXX ( actually located at the XXXX XXXX branch ) and was informed that the account records had been purged in " XX/XX/XXXX '' after the account had been closed by XXXX XXXX, which is would have been in strict opposition to the court docs presented to XXXX XXXX and a follow-up email on the evening of XX/XX/XXXX/XX/XX/XXXX to XXXX XXXX ( attached ) reiterating this as well as pointing out the issue of why the account was open for credits only ( refund of fees ) as XX/XX/XXXX.
After, in casually speaking with a Law Firm not XXXX blocks from the XXXX XXXX XXXX, I can confidently say that I believe XXXX XXXX committed a criminal act, fraud actually, as a refund of $ 2,800+ in fee 's described in the attached email to her on XX/XX/XXXX would effect XXXX XXXX XXXX Profits for that branch and therefore impact her performance bonus as branch manager.
I would also like to reiterate that XXXX XXXX 's XXXX XXXX XXXX XXXX was extraordinarily helpful and I believe sincerely tried to reverse the deletion and obtain the records for me going back 7 years. She also stated that if I get a direct Subpoena from Indiana to her she could forward it to legal, who has access to all of my account records since inception at a XXXX XXXX XXXX XXXX as well as many others, but they would only comply with the Federal mandate of 7 years old ( which I have ), it is the XXXX year which is essential as it shows my direct contribution to my wife 's education over that year ( XX/XX/XXXX-XX/XX/XXXX ) which is relevant under XXXX Divorce Law.
Transparency and customer access to records physically shown to me in person XXXX month ago ( XXXX literally pointed out the opening deposit on XX/XX/XXXX ) is not asking anything out of line when complying with a court order. I also believe I should have access to the exact information that she purged after my email, as I should have access to whatever personal financial information so material in XXXX XXXX 's interests that she knowingly and deliberately permanently deleted the record of it.
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| 08/18/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Citizens One XXXX XXXX is the mortgage servicing company on my loan. They have reported that my home loan was part of a bankruptcy wich is not true. They have reported the account closed due to bankruptcy. Again not true. They have reported me to be behind by three or four months since last year around XXXX. Again not true. They have told me my payment went up by {$70.00} in XXXX of this year because they said I owed escrow over XXXX XXXX dollars for an increase and change of insurance. I changed to a much cheaper insurance policy and they were reimbursed for the premium payment they made to the old carrier. Yet they still say I owe them the money. They took my payment for XXXX which was the amount of my old payment rounded up - the payment is $ XXXX and I pay $ XXXX and they mailed a check for that amount back to me. I sent it back to them and they then sent the entire amount to escrow. Meanwhile they are reporting that I did not make a payment for XXXX at all!! They took the XXXX payment then decided to send it via check back to me and I sent it back. They just returned it again saying they do not accept partial payments! They never fully explained to me why my payment increased since my new insurance is over {$200.00} cheaper than the old one was and they were receiving a full reimbursement for the old premium they had paid! And of course they report it as me not having made any payment at all!! They accepted one of the three months that I did not pay the increased amount and said nothing to me about that month! So when I finally could see the difference I did the math and I owe them {$240.00}. I told them I would pay it but they will not accept it because they want me to pay for three months as if I never paid a cent! They got {$630.00} and now they want {$710.00}. On top of that!! They also claim that I have not paid the payment for XXXX of XXXX! I have already proven to their attorney and them that I have made that payment and all the other payments they claimed I missed in XXXX!! They stopped me from getting a refi from another company so I could get away from them by telling the new company that I had not made a payment for six months which was a lie!! They have reported that I still owe way over the amount I actually owe and they have reported that I have been in and out of bankruptcy like three times in the past five or so years. The worse thing about that is I have only had the loan since XXXX of XXXX!! They have not done business with me before that date. I was in XXXX XXXX when I purchased the home. I got permission from the court to do so. However that bankruptcy was in its third year when I purchased the home and the mortgage was never a part of the plan!! I have tried everything short of flying to the state they are in to go in person to talk to someone that could fix the mess they have created. I intend to send a certified letter to them to tell them that they need to correct what they have done. I want to get an attorney to protect me since theyare now threatening to foreclose again! But that will cost me at least {$5000.00} to retain a good attorney and I cant even get a payday loan because Citizens has totally destroyed my credit rating!! I was trying to start a business to help other XXXX veterans like me but again my credit score is in the trash spica t get any grants or loans!! I have been trying to get them to stop the discriminating against me for almost two full years. For a while they refused to take my calls! I haveXXXX and this kind of stress causes me to have flare ups that have caused me to be very Ill! I desperately need help!!
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| 09/16/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Background : I have several rental properties. XXXX of which have mortgages held by CCO Mortgage. The properties are:169 XXXX XXXX XXXX, XXXX XXXX CCO account number XXXX.
XXXX XXXX XXXX, XXXX. CCO account number XXXX.
XXXX XXXX XXXX XXXX, XXXX. CCO account number XXXX.
Problem : In XXXX of 2015, I made a payment to XXXX mortgage for XXXX rental property mortgages. The payment was made by mail and included the monthly statement coupons. It took me a while to figure it out, but CCO applied XXXX payments to XXXX XXXX XXXX XXXX in XXXX and applied no payments to XXXX XXXX XXXX XXXX in XXXX. A third property, XXXX XXXX XXXX in XXXX was properly allocated. In XXXX, I noticed that I had received XXXX statements for the XXXX XXXX and none for the XXXX XXXX property. I sent the proper payments to XXXX, marking up the extra statement coupon for the XXXX property to indicate that I was paying the XXXX XXXX property. Again, the XXXX XXXX payment was misallocated to the XXXX property.
Attempts at resolution : At that point, I began trying to deal with the customer service people at CCO mortgage to attempt to resolve this. Despite many assurances that this would be fixed XXXX a simple reclass of payments should have been simple ), it was n't. Instead, I started receiving harassing mailings and calls from the collections department. I was promised return calls from CCO mortgage management to resolve the problems created by the misallocations. These calls never came. Sometime in XXXX, I received a letter informing me that the XXXX XXXX XXXX property escrow account was over allocated and that I was owed over {$2000.00}. CCO would not refund this money as my account was called " delinquent ''. I called the escrow department of CCO and explained the problem, but they refused to release the excess escrow funding as customer service coded my account as " delinquent ''. I then instructed CCO to apply the withheld escrow to cover all XXXX payments ( the escrow overage was equal to more than the combined monthly payments of the XXXX accounts XXXX. I expected them to refund any late fees and correct any credit reporting issues. I was asked to submit this is writing to a XXXX XXXX. I did so by fax, on or about XXXX. She never has responded to me. To date, I continue to receive harassing mailings and collection calls ; and despite many requests for a manager to return my call and go through this all, none has come. Instead, the burdensome mailings and calls keep coming.
My CCO file should be full of dozens of notes and each time I speak with a CCO person, I am advised that all calls or recorded. These materials should all be discoverable, if need be.
I have spoken to CCO personnel roughly XXXX times.
Current status : CCO 's position is that all three mortgages are delinquent.
CCO refuses to release my XXXX XXXX escrow exceedance.
CCO is still assessing late fees.
CCO has reported delinquencies to credit reporting agencies.
CCO has not responded to requests more management intervention.
CCO has not responded to my various complaints.
CCO continues to call several times per day, but the callers are call center people, not managers.
After months, CCO did reverse the original mistake they made, back in XXXX.
Currently, the XXXX XXXX payments are due on all three properties. However, if they are paid, CCO will most certainly misapplied payments again and the problems will only grow. Therefore, I am not making any payments until such time as CCO has corrected the money I have already sent them.
I have the funds to pay the mortgages.
I have the desire to resolve this.
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| 08/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Fees or interest
- Problem with fees
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Web |
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This is a continuation of my dispute with Citizens Bank Credit Card and its use of long pages of legalese rather than ensuring straight forward questions when switching someone to online paperless options. They are deceptive. Citizens is also unfair and abusive when charging outrageous interest rates knowing full well that the unknowing switch caused the payment problems. CITIZENS NEEDS TO BE HELD ACCOUNTABLE AND STOP BEING DECEITFUL, ABUSIVE AND UNFAIR, AND THE CFPB SHOULD BE PROTECTING CONSUMERS.
First- the audacity that Citizens Bank would claim to be the judge in this CFPB dispute when you are the defendant. You CAN NOT decide the merit of the dispute that I have brought against you.
Second - you completely missed the point of my argument.
The CFPB is NOT just a place to list a grievance. They " protect consumers from unfair, deceptive, or abusive practices '' and they " create clear rules of the road for companies, and take action against bad actors in the XXXX. '' That bad actor being Citizens Bank.
You say I enrolled XX/XX/22. Why do I have an email from you on XX/XX/22 at XXXXXXXX XXXX encouraging me to enroll in " paperless credit card statements '' and how to do so? Clearly I was NOT enrolled.
Even with the above, had you wanted me to enroll online, the 20+ pages of " discloser '' NEED to have a CLEAR consent. You NEED to have a button saying something along the lines of " Are you sure you consent to eliminating paper statements and receiving only electronic statements? '' A HUGE button.
Then, instead of sending emails that say " your statement is available '' which I ignored in my busy life because I considered them notifications that my statement was available to see online, what you NEED to say is " your BILL is now online to pay. '' Statement vs. bill, very different. VERY.
Then, on top of everything else, when you see a stellar customer with an 800+ credit score suddenly not paying after a huge change you made, you NEED to get in touch with that person to see what is happening.
Finally, reporting me to credit score agencies when ( 1 ) I am disputing with you and ( 2 ) over a measly {$400.00} that tanks my credit is NOT ok.
I will continue to fight this " unfair '' charge for my sake as well as others that you are hurting in your quest to charge outrageous interest on hard working people. The CFPB is here to protect us against your " deceptive '' practices, so I will keep working with them to make sure you STOP. I paid your outrageous interest because despite my dispute you continue to charge additional interest every month. Again, that is wrong and " abusive '' by CFPB standards.
This is what I initially wrote, by the way : " I went online to check my Citizens Bank credit card charges. Apparently that triggered the end of paper statements and the beginning of e-statements. Perhaps there was some fine print, but I certainly NEVER saw it or consented to it. I am a very busy person and didn't notice that I hadn't received bills. I have been a long term customer with an excellent payment history and a stellar credit score ( over 800 ). You would think Citizens Bank would notice something was wrong and notify me. But no. Instead, they pile on {$69.00} in late fees and {$410.00} in interest charges. I only find out when my card is declined at a store! And when I ask, they refuse to reverse the interest charges. Switching people over to e-statements without permission or in a sneaky way that the customer can't see must be a HUGE money maker for Citizens. It is wrong and they should be fined and shut down. ''
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| 02/24/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Well to start off I have been dealing with this for over a year now with this company. I have had to fax them numerous documents that they have requested from me. I have faxed them documentation to get the mortgage modified and assume it. I would fax this stuff and be told by different employees that they had everything they needed and that they would be sending a payment plan that I needed to follow for a certain amount months and then they would be able to do the assumption and modification. Then to only call a few days later and told my file was closed and I had to start all over again. This has happened at least 8 times. Then back in XX/XX/XXXX I called to see about negotiating the payoff and was told by another employee that they could do that but I needed to contact their attorney and have her request that from them. So I wasted over a week and half trying to get in contact with her to start that process because I was able to send them {$8000.00} at that point, only to find out from XXXX XXXX with the Wyoming VA that no they can't negotiate the payoff amount. Everytime I call I speak to a different person and no one seems to know what is going on. I got Probate open and they game me a forbearance program that I was to follow which started in XX/XX/XXXX. I have paid them {$5.00} a month every month since XX/XX/XXXX, sent to the exact address that they stated on my Forbearance. They have now stated that I didn't follow my forbearance and that I missed XX/XX/XXXX payment and are trying to forclose on my house XX/XX/XXXX. I have not missed one payment what so ever and have provided them proof of this. They received my XX/XX/XXXX payment and they have cashed it, all of which I provided them. Also, I sent them XX/XX/XXXX payment in XX/XX/XXXX which they received and held on to and then refused it and sent it back to me. However, I did not get that payment back to me until the XXXX of this month. I was told by the postal service that they refused that payment and finally sent it back to me. So I sent XX/XX/XXXX payment and XX/XX/XXXX payment to them on XX/XX/XXXX but this time I sent them certified mail return receipt with asignature required. This way I have tracking and a name to find out who is doing this. I feel that they a doing this on purpose. Also, one day I will call and be able to speak to someone about my account and then the next day I will calm and they will say that I am not an authorized person on the account and they can't give me any information. They have been sent the court paperwork appointing me executor of my father 's estate at least six times. They have been sent that by me at least three times, XXXX XXXX with the VA at least 2 times and my probate attorney 1 time. And if I am not authorized on the account and they can't talk to me then how am I on a forbearance with them on this account. They have wasted my time and the VA '' s time. They are unprofessional, unethical and completely unorganized. They have misrepresented things to me on numerous occasions and given me the run around for over a year. I have worked in the escrow field for over 15 years and I have to say that I have never dealt with a poorer mortgage company in my life. I have also filed a complaint with there company as well. Not only I, but XXXX XXXX with the VA who is assisting me with all of this has requested to them to cancel the sale on XX/XX/XXXX and we have yet to get an aswer from them. They have been provided every document that they have ever requested from me numerous times. They have gotten these not only from me but also from XXXX XXXX with VA.
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| 08/08/2017 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
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This letter is a request to resolve the lending and servicing allegations as indicated below. Previously requested resolution in calls and correspondence to Citizens Bank and XXXX XXXX have been ignored. Issues remain uncorrected. A. XXXX XXXX have never missed a payment. B. They have never been late according to the loan terms. C. They have a no fee early, repayment clause, in the contract. Issue One : 1. According to the loan application and Truth in Lending documents the agreed rate is 13.38 % ( attached ) 2. Citizens or XXXX changed the rate to 13.39 % before repayment began. ( attached ) 3. According to the loan amortization schedule and Truth in Lending documents the monthly payment was to be {$680.00} ( attached ) 4. Citizens and or XXXX changed the monthly payment to {$670.00} for the first two payments. ( attached ) 5. This resulted in a loan repayment shortfall ( call XXXX/XXXX/XXXX ) 6. In attempt to correct the shortfall XXXX and or XXXX attempted to bill {$690.00} ( attached ) 7. According to XXXX in a phone call in XXXX, Citizens and or XXXX re-amortized the loan. XXXX/XXXX/XXXX 8. XXXX XXXX sent a certified letter to correct this issue. Nothing changed. ( attached ) 9. Additionally XXXX and Citizens refused to respond to any correspondence for over 50 days. Issue Two : 1. Citizens and XXXX offer a 0.25 % rate reduction for auto debit. 2. For XXXX XXXX this would allow around {$5.00} a month extra principal to paid each month. 3. This would allow XXXX XXXX to pay off their loan faster. 4. However, Citizens and or XXXX reduced the payment this amount resulting in no savings and cancelling out the benefit of the interest reduction. ( as shown in attachments ) 5. By changing the amount due Citizens and or XXXX denied XXXXXXXX XXXX the opportunity to repay their loan faster. 6. They changed the amount due without a new loan contract or agreeing in writing with XXXX and XXXX XXXX. Issue Three : 1. XXXX XXXX have the right to pay off the loan in advance without penalty 2. According to XXXX paper bills, and CFPB guidelines, a letter with special loan servicing instructions may be sent and requested to be kept on file. 3. You may request extra payments be applied directly to principal rather than the next months payment. 4. Payments applied to the next months payments typically go directly to interest. 5. XXXX XXXX sent a letter to XXXX requesting any and all extra payments or additional payments beyond the amount due be applied directly to principal. 6. Directions were ignored. Issue Four : 1. Citizens and or XXXX applied extra principal payment towards the next month payment. XXXX, a higher up, lied to XXXX XXXX telling him the loan was applied to principal. This is not the case. 2. In previous calls incorrect loan product information was given out by employees. Issue Five : Citizens has been reporting this debt as an educational debt when in fact it is a personal loan. Citizens and or XXXX is charging XXXX XXXX a different interest rate than agreed to. Citizens and or XXXX changed the amount due resulting in a loan shortfall. Even though the customer did nothing wrong. 3 occurrences. Citizens and XXXX re-amortized the loan due to their own actions. Citizens and XXXX allocated the loan incorrectly. 1 occurrence. XXXX employee lied to XXXX XXXX. 1 occurrence. XXXX employees gave false or misrepresented details regarding a financial product. Citizens and XXXX rate reduction scheme hurts consumers and negates any benefit by lowering payments. Citizens knew the issue at hand but refused to correct it in a timely manner or any manner at all.
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| 11/12/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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Dear sir / madam, The bank is charging my account an Excessive number of overdraft fees.
I filed some claims for merchandise never received and for cancelled transactions.
In light of supportive documents that I provided to the bank, the bank issued the provisional credits. Some of the provisional credit, the bank made permanent.
Few weeks later, however, the bank ( unfairly ) reversed all the provisional credits. Additionally, the bank reversed ( even ) the permanent credits.
This is a complaint for discrimination on the basis of national origin, ethnicity, age, and gender.
Please refer this complaint to the right agency to investigate.
I further request that this account with this bank be audited by the right agency.
I also request that the bank provide all the email communications that they have received from me, as soon as possible.
==================== This is a complaint against ( Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor.
Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant.
The merchant continued to charge my card, however, even after I had canceled the transaction with them.
I disputed seven transactions from the same merchant XXXX XXXX XXXX XXXX ) located in XXXX, XXXX ( totaling {$4500.00} ) ================== [ $ XXXX $ XXXX {$1000.00} ] + [ $ XXXX $ XXXX $ XXXX {$250.00} ] ================== The merchant is getting away with the money and the goods. The merchant is located in XXXX, XXXX.
The bank issued the provisional credit. Few weeks later, the bank reversed the provisional credit, and decided the dispute in the merchant favor, and ( unfairly ) let the merchant to keep the money and the goods.
The bank was biased against me and discriminated me on the basis of National Origin, Gender, age, and Ethnicity.
I have never received any goods from this merchant. The bank, however, decided to let the merchant keep the money and the goods, as well.
I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims. And falsly claim that I have not filed my dispute timely.
I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal. Falsly claiming that the dispute was not filed timely, which is totally false.I filed the dispute timely.
The bank seems to be biased against me and discriminated me on the basis of Ethnicity, National Origin, Gender, and age.
I have never received the goods and need a full refund.
Thank you for your kind assistance and look forward to hearing from you, Respectfully, XXXX XXXX : XXXX XXXX XXXX =========== The bank should rebate all the overdraft fees for this account.
The bank unfairly denied all my claims.
The bank should approve all my claims for cancelled transactions and merchandise never received.
The bank unfairly let the merchants have the money and the merchandise.
============ Please find the attached two files One with the emails communications between me and the Merchant.
The second is with the emails communications between me and the XXXX XXXX in XXXX, Confirming that the merchant artwork is forgery I have emailed the two attached files to the bank on ( XXXXXXXX XXXX ).
I have made the bank aware that the merchant is selling forgery artworks.
The bank ignored all my supportive documents and discriminated. Then, decided the claims in the merchant favor.
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| 07/05/2021 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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Hello, I don't have documents about my main problem, but please help me. I was coerced by my XXXX parents, in XXXX, to close the only checking account, at age XXXX, that has ever belonged to me only. I have always been a 100 % law-abiding, responsible adult, I have a XXXX XXXX XXXX, and have become financially independent, free of debt, always paid my rent on time, about 4 months ago. My monthly income is pitiful -- $ XXXX/month. I need your help because, in XXXX, my mom lied to me, and to her bank, who did nothing to protect my rights, nor will they ever without you helping me. My only choice was to comply with my severely XXXX parents ' demand to leave my bank since anything else = I would have been XXXX, and parents never caught. I will not die! My mom, whom I still trusted, broke the law, planned ahead of time for gratification, resulting in establishing a checking account in BOTH OF OUR NAMES at the nearest branch of Citizens Bank, who set up this account, without any proof of my consent or presence, and never once notified me. For nearly 10 years, I had no way of knowing MY OWN MONEY WAS IN AN ACCOUNT BELONGING TO MY MOM! This bank, which has no customer service number answered by a live human, did this despite knowing I was an independent adult. The debit card I have even says only my name. I asked at the nearest branch, a few years ago, if I had the right to close this account without my mom present and consenting in person. I don't. Hello?! This can not be legal! I was also told that day that my mom does have the right to close this account alone, and Citizens Bank said she wouldn't even need proof of my consent, or even existence. The reason I found out this degrading XXXX was by accident. A few years ago, I ordered new checks -- {$27.00} for the tiniest number of the cheapest, ugliest checks I was told were my cheapest option at a nearby Citizens Bank branch. When I opened the box, I saw my mom 's name and mine ON MY OWN CHECKS! THIS IS HOW I FOUND OUT -- the clerk who ordered them placed the order according to what his computer screen said -- never said anything, until I suffered the drive to that branch, where I cornered that same clerk, who told me the truth. By then, I had already been tricked, by my mom 's millionth expert lie anyone would have believed, at XXXX. This lie, today, = I pay a huge amount of rent to physically violent millionaires in whose 2nd house my cat and I bravely live as prisoners in a rural area. I have no way to get to this bank. We avoid being XXXX by zero contact with the two criminals who hold us captive, and so no longer suffer multiple daily terrifying threats and other illegal abuse. But this means no way to get anywhere, and I will only succeed in escaping with my cat by continuing refusal to spend one second with my mom. THERE IS NOTHING I CAN DO. NOT ONE SINGLE ADULT WHOM I HAVE BEGGED FOR YEARS HAS EVER CALLED THE POLICE. My only friends, who know everything, completely unable to be harmed by my parents, don't live anywhere near here. I do not have the huge amount of money necessary to rescue us by myself, nor do I have the option of contacting police, especially since my older brother is a police officer, will never believe me, yet believes every sociopathic lie of my parents. In other words, since my brother 's police district is really close by, he will do something to harm or XXXX me I can't prevent, upon ever hearing of any report or call I could ever make -- and I WILL be overheard by at least one of these violent criminals. I have NOWHERE to go. I CAN'T DO ANYTHING -- PLEASE HELP ME!
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| 06/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I, XXXX XXXX, am writing to express my deep concern and disappointment regarding the distressing experience I recently had while securing a mortgage loan ( bearing Loan # XXXX ) through Citizens Bank. I experienced a significant lack of accountability and suffered a substantial financial loss of {$6300.00}.
Please find the brief description of all that transpired during the loan process below : I worked with XXXX XXXX XXXX ( Loan officer bearing XXXX ID # XXXX ).
XXXX XXXX offered me the loan at an interest rate of 4.25 % with XXXX discount points, which I accepted.
XXXX XXXX did not uphold the agreed-upon terms, and the final CD showed an interest rate of 4.25 % with one discount point.
I contacted XXXX XXXX, requesting him to rectify the discrepancy.
XXXX XXXX informed me that he is working on removing the discount points and recommended that I sign and submit the documentation. I obliged XXXX XXXX because of the working relationship.
XXXX XXXX informed me that Citizens Bank would issue a check for {$6300.00} in place of the discount points I had paid for.
I have been following up on the check since XX/XX/2022 and have not received it. I noticed that my communications were willfully ignored. And repeated escalations to XXXX XXXX XXXX ( XXXX XXXX Mortgage XXXX ID # XXXX ) and XXXX XXXX ( Area Lending Manager VP New Jersey XXXX XXXX ) and XXXX XXXX XXXX XXXX ( Citizens Bank ) did not help either.
Throughout the process, it became increasingly evident that the agreed-upon terms and conditions were not being upheld. I have trusted Citizens Bank 's expertise and relied on its guidance to navigate this important financial decision. However, the service and professionalism I received fell far below my expectations. One of the most distressing aspects of this experience was the lack of communication displayed by XXXX XXXX and XXXX XXXX XXXX XXXX. My attempts to establish contact were met with excuses or silence, leaving me anxious and uncertain. Furthermore, the lack of transparency and non-addressal of essential issues during the process exacerbated my frustration and disappointment.
As a direct consequence of the breakdown in communication and failure to adhere to the agreed-upon terms and conditions, I suffered a substantial financial loss of {$6300.00}. This loss could have been mitigated or even prevented entirely had XXXX XXXX and his team demonstrated the professionalism and diligence expected in such a critical financial undertaking from an esteemed institution like Citizens Bank.
Please acknowledge the gravity of this situation and take immediate action to rectify the issue by issuing me the check for {$6300.00}, as promised. I hope we can resolve this matter amicably and restore my faith in your institution 's commitment to professionalism and customer service.
Following are the information of Loan officers involved - XXXX XXXX Area Lending Manager VP New Jersey XXXXXXXX XXXX XXXX Phone XXXX XXXX Citizens Bank XXXX XXXX XXXX, XXXX XXXX XXXX NJ XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX XXXX XXXX VP Home Mortgage NMLS ID # XXXX Northern | Central | New Jersey Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Direct | XXXX XXXX | XXXX Mail Stop : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX Loan Officer at Citizens XXXX ID # XXXX ( XXXX ) XXXX XXXX Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX -- -- -- -- -- -- XXXX XXXX Mortgage Processor Specialist Home Lending Solutions Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX - Mailstop : XXXX Office : XXXX - Fax : XXXX XXXX XXXX
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| 05/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
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Web |
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Reopening of Closed Checking Account WITHOUT Consent - Citizens Bank case # XXXX I am writing to file a formal complaint against Citizens Financial Group/Citizens Bank regarding a severe incident of unauthorized transaction and the subsequent reopening of my closed checking account without my consent. I believe that the actions taken by Citizens Bank in this matter constitute criminal activity and require a thorough investigation to ensure justice and protection of consumer rights.
On XX/XX/2023, I initiated the closure of my checking account in good standing with Citizens Bank by phone with an associate XXXX XXXX XXXX XXXX XXXX following the bank 's specified procedures and providing all necessary documentation to facilitate a smooth closure. The associate I spoke with to close my account assured me that the account was closed as of the date and time of the request and that all services and transactions associated with the account had been terminated.
However, to my absolute disbelief, I recently on XX/XX/2023 discovered an unauthorized transaction on my previously closed account. Citizens Bank, without my knowledge, consent, or notification, initiated this transaction, subsequently reopening my closed account. This unauthorized activity not only demonstrates a blatant violation of my trust as a customer but also suggests serious misconduct on the part of Citizens Bank.
I firmly believe that these actions are illegal and unjust. The unauthorized transaction not only compromises the security and integrity of my account but also exposes me to potential financial loss and identity theft. Moreover, the forced reopening of my closed account without my consent further undermines my right to control my financial affairs.
In light of these grave concerns, I urge the Consumer Financial Protection Bureau to conduct a thorough investigation into the practices and actions of Citizens Bank in this matter. I request that the investigation specifically focuses on the following : XXXX. Unauthorized Transaction : determine how Citizens Bank was legally able to process an UNAUTHORIZED transaction on a closed account and identify the responsible parties involved in initiating this UNAUTHORIZED transaction.
XXXX. Reopening of Closed Account : Investigate the process by which Citizens Bank force reopened my closed account without obtaining my consent or providing any notification or approval.
XXXX. Consumer Protection : Assess the measures taken by Citizens Bank to safeguard customer accounts, ensure compliance with relevant regulations, and prevent unauthorized transactions or forced reopening of closed accounts.
I request that the Consumer Financial Protection Bureau take appropriate actions against Citizens Bank. These actions should include, but not be limited to, imposing penalties, sanctions, and corrective measures to rectify the harm caused to myself and potentially other consumers and to prevent the recurrence of such incidents in the future.
Enclosed with this complaint are relevant documents, including screenshots of account closure confirmation, evidence of the unauthorized transaction, and any other supporting materials necessary for your investigation.
I trust that the Consumer Financial Protection Bureau will handle this matter with the utmost seriousness and diligence it deserves, and I look forward to a swift resolution and the appropriate actions being taken to rectify this unfortunate situation.
Thank you for your attention to this matter and for your commitment to safeguarding consumer rights.
Sincerely, XXXX XXXX
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| 12/07/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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|
Web |
Older American |
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I applied for a job as a mystery shopper from Indeed. Ad said they would be sending a letter by XXXX with instructions.
Two days later ( Thursday, XX/XX/XXXX ) I received the XXXX package. Enclosed is a letter with XXXX XXXX letterhead with instructions for surveying one of several listed places and the e-mail address to send the reports to and a couple numbers for texts. I was to deposit the check for {$2000.00}, and then buy three {$500.00} XXXX gift cards, take a picture of front and back of cards and submit each of the card pics with each report.
I deposited the check through my phone on Friday, XX/XX/XXXX. I called Saturday afternoon, XX/XX/XXXX, Citizens Bank. I explained my situation to the representative. I told her about the check and that I was afraid it was a scam so it was crucial to know whether or not this check is clear or will clear. She said it cleared and it's safe to get cards. I re-asked and she reassured me that " it's absolutely no problem. '' ( There is a recording of the conversation with the rep ).
Feeling confident that it must not be a scam, I went to XXXX in XXXX and bought one {$500.00} gift card. I saved the receipt. They were limited to selling one, so I bought two more at XXXX in XXXX. I opened the gift card, took pices, front and back, of all three XXXX gift cards, wrote two reports ( one for XXXX and one for XXXX ) along with a report with requested information ( cashier 's name, attitude and date and time ) and send it to XXXX. I wrote a text back to scammer at text, " What do you want me to do with the cards, '' and of course I never heard back from him.
Monday, XX/XX/XXXX, I went to Citizen 's Bank in XXXX to withdraw money from my account ( I had {$630.00} in account ). I was negative- {$240.00}. The {$2000.00} check had bounced so my account was cleared out, the {$1500.00} for the three gift cards, and the {$630.00} already in my account. And I got a whole bunch of " insufficient funds '' charges.
When I discovered I was negative, I went to my branch of Citizens Bank in XXXX, on XXXX XXXX XXXX. I asked to speak with the manager, XXXX XXXX XXXX. I told her the whole story and she typed the report in her computer and said she sent it off to the Fraud Department. She said there was a recording of the conversation with the rep so hopefully it would work out in my favor. She told me they would probably get it it the next day.
I didn't hear from anybody so I reached out to XXXX and asked if she could give me the Fraud Department number. She said she couldn't but she gave me the email address, XXXX ( which I don't think would be very helpful ) and I wrote them three letters explaining my situation and asking where they stood with the investigation. I didn't hear anything back. Then I thought to call Citizen 's Bank, Office of the Chairman ( and I spoke with XXXX XXXX. She said she would reach out to the claims department and see if that would help. She called me yesterday, XX/XX/XXXX, to say the claims were denied. The problem is my complaint is more intricate, is that I looked to the expertise of Citizen 's Bank to tell me whether it was safe to make these purchases. I figured they would either know at the outset it was fake, or knew that the process of clearing a check is ( 2-7 days, I was later told ). I counted on the representative.
Desired Outcome : Be reimbursed the {$2100.00} that got cleared out of my checking account.
I have in my possession the three gift cards and their envelopes, instruction letter, check, and receipts for purchases.
Thank you in advance for your help.
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| 08/22/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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In XXXX, I opened personal checking and savings accounts and a business account with Citizens Bank at the branch in XXXX, NH. I have other bank accounts with other institutions, and I wanted to bank somewhere closer and more convenient for my day-to-day banking needs.
On XX/XX/XXXX, I entered the branch to deposit a US Treasury check. The check was made out to my husband and was for ~ {$5000.00} in savings bonds that he had cashed in from when he was a baby. He was going out of town for XXXX weeks and endorsed the check over to me to deposit into my Citizens personal checking account.
**I now know that US Treasury checks can not be endorsed over to another person. I did not know that at the time, as I don't receive many checks from the Treasury. ** The teller at the counter took the check and have me a deposit slip. She told me that my funds wouldn't be available for 8 days. I understood and went out of town on vacation for a few weeks.
Yesterday ( XX/XX/XXXX ), I went into the branch to deposit a check for {$6200.00} into the same personal checking account. When I placed my debit card for the account into the chip reader at the counter, I was told the card was invalid. I was concerned because that's the first I'd heard of it being invalid. The teller handed me a receipt for my deposit and told me the bank had my account under review and would be putting a hold on my funds. She looked at her screen and noted there was still a hold on my ~ {$5000.00} funds from the Treasury check I had deposited on XX/XX/XXXX.
At that point I was worried that my account had been accessed for fraudulent activity. I looked through my texts and emails, and didn't see any alerts or communications that indicated I needed to contact the bank. I had communications RE : statements but nothing regarding these disturbing account irregularities. I was very concerned and said so.
The bank manager got involved and ushered me to a private office with the gentleman who had originally opened my account. They logged into their system and saw no indication of what was going on with my account. It was all very mysterious. In the meantime, I tried to log into my account through the Citizens app. That was when I learned that the bank had locked me out of my own account. Instead of my user name, there was a new user name of fraudops and a string of numbers.
I threatened legal action and exposing the company on social media to my XXXX followers. The branch manageXXXX filed a complaint through their system on my behalf.
A customer service rep called this morning ( XX/XX/XXXX ) to tell me there would be no resolution. She said the bank is waiting for the Treasury dept to respond and see if they will honor the deposit. I asked for a timeline and was told they didn't have one. I asked about my new deposit of {$6200.00} and was also told they didn't know when that would be available.
I have a mortgage and bills to pay, and the best they can do is tell me " I don't know '' on {$11000.00} worth of deposits -- all because they took a signed over Treasury check they shouldn't have taken.
They allege that they sent me a letter via US Mail alerting me to the problem with the Treasury check, but I never received that notice. I think it's unusual that they wouldn't have alerted me via text/email when I receive other communications that way from the bank.
I've also been informed by one customer service rep that they will likely close all of my accounts without informing me. At this point, I just want my money and to cease doing business with these charlatans.
|
| 09/02/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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We were charged additional fees while trying to pay off the line of credit at Citizens Bank.
1. I signed a pre-authorization form on XX/XX/XXXX for the Buyer 's attorney. It was an authorization to " please release information to the settlement attorneys '' and nothing else. Settlement was originally scheduled for XX/XX/XXXX, but was moved to XX/XX/XXXX. The attorney went into the Bank twice to request a payoff amount. Each time, the bank charged my account {$25.00}. I asked the bank to reverse these fees on several occasions, complaining that I had never granted any permission for transactions to be created against my account, but only authorized release of information.The information of " pay-off '' is available online, I could have emailed it out myself. The bank was in error to send a fax and then charge me and should have requested my permission or denied the request altogether.
2. A fax was sent to the Settlement attorney, twice, for a final total payoff of {$49000.00}. which included both fax fees of {$25.00}. each, a pre-payment penalty of {$350.00}. and an extra unexplained fee of {$29.00}.
3. At Settlement on XX/XX/XXXX, I signed a release of lien, a notice to close the HELOC, and agreement of pay-off of {$49000.00}.
4. The pay-off amount was received by the Bank on XX/XX/XXXX, for {$49000.00}. However, the HELOC was not closed, plus a negative balance of {$380.00}. appeared on the statement. I called the Bank to inquire and they promised to return call, never did, but also stated that the pay-off amount failed to include both fax fees, that another {$25.00}. was owed. Not true! They promised to call back, never did. We called again, again a promise of call back, never did.
5. In mid XX/XX/XXXX, I received a letter dated XX/XX/XXXX, with an enclosure demanding an additional {$55.00}. discharge fee and a page for signature to release the lien. We believe this charge is arbitrary and outside the provisions of payment outlined in the contract, and we had already signed all necessary papers at Settlement, so requesting another signature made us feel trapped to stay in the loan. I called the number provided in the letter, left a message, never received a call back.
6. Since the additional amount of {$29.00} had been paid in the pay-off amount of {$49000.00}, the new demand by the Bank after Settlement, now of {$55.00}. was suspicious. I called the Bank this morning, XX/XX/XXXX, and I was told that the {$55.00}. was a recording fee for the State in which I live. I argued that it should have been included in the pay-off amount and not requested after Settlement. It was never a line item on the statement at the time of the pay off, and no such fee was mentioned at the time of the loan, never spelled out in the payoff amount shown online, and any so-called " recording fee '' would have been known here in my state, since I borrowed the money in person in XXXX, Delaware. The fee appears to be arbitrary and a punishment to me for paying off the loan.
7. The representative argued that I should read my contract, paragraph 11, where it states : " We may charge your Credit Line to pay other fees and costs that you are obligated to pay under this Agreement, under the Mortgage or under an other document related to your Credit Line. '' I do not believe that that entitles the Bank to take fees that I am not obligated to pay under this Agreement. Which fees are " obligated '' and which are " not obligated. '' What addendum or appendix shows the obligated fees under this Agreement? Absolutely none. I owe no additional fees.
|
| 07/31/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/XXXX I submitted a transfer from my citizens access HYSA savings account to my XXXX XXXX XXXX account. This is the same XXXX XXXX XXXX account Ive had for years and was already linked and used multiple times to transfer in and out of citizens access. Its not a new account, nothing has changed- no change of address, nothing.
On XX/XX/XXXX I received a text stating that my transfer has not been processed and to call their number for questions, no explanation, just to call if I had questions. I called and spoke with XXXX. I read her the text message and asked what is going on. She said I dont know, I dont have the answer. I asked multiple times why did the transfer not go through then, that we need to withdraw money, and she just kept saying I dont know. I asked can you fix the problem then, she says I dont have the answer, I asked to speak to someone who knows why Citizens Access is not letting me transfer my money out and she said they are on the backend and dont speak to customers, and said she needs to submit a request. Im already worried as its suspicious when a company stops you from withdrawing your money and then wont say why or how to fix it, literally keeping my money hostage. My husband called around the same time and was also given the runaround.
Soon after our calls we get an email document saying our account is frozen and all account services including transfers terminated ( see attachment ), so I called again since I have no idea what is going on and the document didnt say why this is happening and our savings are in there. This time the rep says shes sorry our tranfer request was stopped and she doesnt see the document I was emailed about our account being frozen, and didnt know why but she at least said shed push the initial transfer request through and itd take up to two business days. I asked multiple times if our account is frozen and why did we get this document then and she assured me its not frozen and our transfer request would go through in up to two business days, by Friday, so I said ok.
Friday comes and goes- the transfer did not go through, no email, no call, so Im worried and planning to have to call again Monday to try to find out what is happening.
Saturday I miss a call from them and the voicemail is vague only stating theyre calling in regards to our request and to call back to the main number. I call and say I received a voicemail, explained what is going on again, and they again say that my account is frozen but they dont know why and cant fix it, so when I ask again to speak to someone who can tell me why my transfer was stopped then account frozen, they said I have to call back Monday. At this point I near lose my mind as this is between my husband and Is 6th time calling and every person has been rude and extremely shady, saying over and over that they dont know why the transfer was stopped, dont know why the account is now frozen, refuse to let me speak with anyone higher up who may know, with no resolution to unfreezing my account given.
Please help me have access to my money in my citizens access savings account. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I dont have the means or the time to have our money held hostage and essentially stolen by not giving us access, calling time after time with 40+ minute hold times just to be told by the very company doing this they dont know why, yet continuing to not allow the transfer and then freezing our account and not giving reasons or resolutions. Please help us. Thank you so much.
|
| 06/08/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem when making payments
|
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Web |
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I have a loan for my security equipment through this company. Back in XXXX, the card that I had my recurring payments coming from was shut off because XXXX changed to XXXX. My payment did not go through. I got an email that the payment didn't go through and I needed to make the payment. I went online to make the payment on XX/XX/22 of {$40.00} for my XXXX payment. On XX/XX/XXXX, Instead of the payment being {$40.00} they took out {$81.00} with the recurring payment. That was two payments instead of one. I called and informed that now in XXXX I have made 3 payments and to change it so it does not make a payment out in XXXX. The agent I first talked to told me that the system just shows it as an extra payment if you make a payment before the due date. I informed that I was making the payment that I was told that I owed. Your system should have recognized that and only taken out the amount monthly amount. She said they had no way of changing that and I needed to call my bank to dispute the charge. I told her I did not want to be on auto-pay and she informed me that could not be changed either.
I requested to speak with a manager and stated there was no manager available and placed a request for a manager to call back. No manager called me back and the payment of {$40.00} came out anyway. Now, that is XXXX payments made between XXXX and XXXX. I called back asking for a manager, again I am told a manager is not available and the same excuse of an extra payment. I explained again that I was not making an extra payment and that I needed this corrected and to be taken off of auto-pay. The other rep informed me that I had to go to XXXX to change the auto pay. I called them and they said they have nothing to do with the payment for the equipment loan.
This time the rep stated he was putting in a complaint and I would hear back from a manager. Again, a manager does not call but I receive a credit to the card. I called again and asked what happen and they said the payment was reversed but no you are past due and owe for XXXX. I said I do not, that is the whole reason the payment was reversed because you all are taking too much money out. The account needs to be adjusted to show its current. Again, they do not know how to do it and said they would request for a manager to contact me. I still do not hear from a manager until almost two weeks later and she left me a message on my phone on XX/XX/XXXX. I tried calling back and was not able to reach her. I requested another call back from a manager because the account was still saying I was past due and now I am getting collection calls about the balance. I spoke with a collection rep on XX/XX/XXXX and she stated that it should not be passed due after looking at the amount I paid and putting in a complaint to have it fixed. I still don't receive a call from a manager. I keep getting notices that my account is past due and another rep contacts me on XXXX asking about my payment. I explain everything to her again and state a manager has still not contacted me back. She states she is putting in an escalation ticket and that manager will be calling me back that day. Another day goes by with no call. They take out {$81.00} on XXXX and then say they are taking out another {$81.00} on XXXX. When the amount authorized is {$40.00}. I have advised my bank to block my card and dispute the charges and no one will call me to fix this problem. They just keep taking out amounts they are not allowed to which is causing me problems with my finances and is a breach of contract.
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| 05/23/2016 |
Yes |
- Bank account or service
- Other bank product/service
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- Making/receiving payments, sending money
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Web |
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Dear XXXX I gave a drive up window teller ( XXXX XXXX ) at the Citizens Bank on XXXX XXXX XXXX, XXXX Ma. {$1300.00} cash in {$20.00} bills on Friday XXXX/XXXX/16 at XXXX. I passed a Citizens Bank check book with the cash into the drive up window box with verbal instructions to deposit {$700.00} dollars into that check books account ( citizens went paperless and no longer has deposit slips so I gave the teller the check book temporally so she could have the correct account number ) and return to me {$600.00} in large {$100.00} dollar bills.
I was was distracted because I got a cell phone call during the transaction and was also running a little late for appointment at my home.
When the draw opened I reached in and retrieved the check book but in my haste forgot to check to see if the cash was inside the book.
When I got home I realized the {$600.00} cash and the deposit slip was missing. I called the bank but it was too late they had just closed. I went on line banking ( thinking mayby the teller deposited the whole B {$1300.00} but only the {$700.00} deposit showed up.
I went to the bank first thing Saturday morning only to be told the teller " XXXX XXXX '' was not on duty today and I would have to come back Monday. On Monday I came in but the told me that I could not view the video of the transactor with out a police report. I filled out a police report at XXXX XXXX Police Station with Officer XXXX XXXX ( Incident Report # XXXX ) The teller stated to the police that she put the {$600.00} in a Citizens Bank Envelope and put it in the draw with the check book to return to me.
Keep in mind the type of envelope she showed us that she used is larger that the check book register and cover, so even if the envelope was put inside the check book register when it was returned it would be hanging out the sides of the check book register ( see attached example photo ) and would be visible in the video tape of the transaction.
Citizens Bank have let the police officer view the video but refuse to give permission to allow the video to be viewed by me, they claim it will allow me to see the angles the video camera records at and compromises their security. This is all a bunch of XXXX as the large camera that recorded the transaction is fully visible and directly over the tellers head and it is obvious which angle the camera is recording.
Officer XXXX told me that the video clearly shows the green cash going into the bank draw for deposit but the return section of the video is jumpy and unclear and that it only shows me reaching in and retrieving something ( the check book, I know that because that was the only Item I had when I got home ). Officer XXXX when on to tll me that the video does not show any envelope being returned ( it was to unclear and jumpy ).
I definitely and without a doubt did not get the {$600.00} cash or the deposit slip returned to me.
This is not a mom and pop convenience store video and it would be expected that a clear video should be available as a record of this cash transaction.
The Teller acknowledged to the police and I that she received {$1300.00} cash from me and only {$700.00} has been deposited into my account, so if they can not give proof that they returned the {$600.00} cash to me they should refund this money forthwith.
I am not getting any results from Citizens Bank Corporate XXXX XXXX XXXX XXXX just a run around.
Please help me get my money back.
Thanks ....
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ma. XXXX ( XXXX ) XXXX ( cell )
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| 10/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Summary : We met with a Citizens loan officer ( we have done multiple mortgages with them, including refinances ) to understand our options while building a new home. The loan officer recommended applying immediately and paying for a rate lock because the interest rates were likely to rise ( which he was correct about ). We submitted a loan agreement in XX/XX/XXXX, with an estimated close date on our new house in XX/XX/XXXX. We made financial decisions based on the confirmation from Citizens that our rate was locked at that amount. Our loan officer was fired from Citizens in XX/XX/XXXX, and after months of back and forth, Citizens is NOT honoring the in writing agreement we have and letting our agreement expire in XXXX. They said we can reapply, but with interest rates around 6.75 % for a 30 yr, and with our mortgage being XXXX, that has massive financial implications to our family. Our ask is that Citizens allows us to keep our 4.365 % rate lock per the original terms of our agreement, and allow us to extend until we move into our new house in XX/XX/XXXX.
Detailed timeline : XX/XX/XXXX : Met with XXXX XXXX from Citizens and as per his professional recommendation, we moved forward with submitting an application with a plan to pay to extend that rate lock until XX/XX/XXXX, when we moved in. Rate lock = 4.375 % with XXXX pt per 30 day extension.
XX/XX/XXXX : Application submitted, XXXX was continually communicating with us with extensions XX/XX/XXXX : We get XXXX 's OOO and he reached out on XXXX to let us know he was let go from Citizens. We were close to an extension date ( XX/XX/XXXX ) and so we reached out to his admin for support, and found out she was let go as well.
XX/XX/XXXX : I call Citizens support phone number to try and find anyone to help us. I speak with a person who says they will follow up in a couple of days. No response.
XX/XX/XXXX : I call Citizens support again to see who will be helping us with our loan. I speak with a person who says they will follow up with me within 24 hours due to the urgency in needing to connect with someone before our XX/XX/XXXX extension decision. No response.
XX/XX/XXXX : I call Citizens explaining the urgency that WE, THE CUSTOMERS should have a point of contact to decide if we want to continue the rate lock extension or NOT and that the date is XX/XX/XXXX. This person promises me follow up by a loan officer by the end of the day. No one follows up with us that day.
XX/XX/XXXX : Intro email from our new loan officers, we respond and explaining the urgency of our situation XX/XX/XXXX : XXXX confirms estimated rate lock option of 30 year fixed : 5.375 % with XXXX points. This change would amount to XXXX in additional interest we will need to pay over the course of our loan but no action is taken to hold this loan. Citizens loan officers look into other options since Citizens is in the " wrong '' and is looking into options to make this right.
XX/XX/XXXX : After almost a month since we have been working with new Citizens loan officers, we have no options in writing and rates on XXXX 's site are at XXXX. This change from what XXXX promised us amounts to XXXX in additional interest we would need to pay over the course of our loan. We escalate to Citizens via email expressing our concern and ask for their follow up.
XX/XX/XXXX : Citizens loan officer confirms in writing that Citizens can and will do nothing to help us.
XX/XX/XXXX : Submitting this complaint We have everything above in writing, in an email chain with Citizens employees.
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| 06/06/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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I opened an account with Citizens Bank a little over two months ago at the local XXXX XXXX Branch with a representative named XXXX. He opened my account and set me up with online banking. The online banking was to give me an indicator when my account fell below {$50.00}. The bank started taking fees that made it difficult to keep an accurate accounting. I had yet to receive an ATM card nor did I have access to checking the balance via the phone. Technical support could not figure out why the online banking did not send an indicator to my cell or email address. I went into the bank, spoke with XXXX, as fees continued to accrue. He shared that it needed to be used with Chrome not Internet Browser. Regardless, not true, but he set it up again. The bank refused to refund my money which was close to {$200.00}. I explained that I was XXXX on SSI and the excessive fees were making it impossible to survive that month. They said they could not reverse. I called the corporate office. They reversed XXXX after I stated that I was going to contact the XXXX. I received an apology from a representative named XXXX. Albeit, they refused to reverse the fee and the fees for the fees, I filed a complaint with the XXXX. I then received a phone call from XXXX who refunded all. During that period of time, I made a deposit via the ATM. It was for {$30.00} but deposited {$50.00}. I notified XXXX of the error. I deducted from my balance. XXXX and I reconciled my account, including the {$50.00} error. We agreed that we would restart my account " tabula rasa ''. I specifically asked XXXX if there were any incoming transactions be it from the bank or otherwise that were pending as to circumvent any possibility of the above happening again. She stated definitively not. The next morning there was a bank charged deducted from my account in the amount of {$50.00}. It overdrew my account. This charge would have been noted as pending when I spoke with XXXX late in the afternoon. My account overdrew accruing fees up to apx. {$250.00} this time. I reopened my claim with the XXXX. They directed me to contact you. XXXX, from CB, left me a message Monday. I called her back twice. I spoke with her Thursday when she returned my calls. She said that the bank was not in error XXXX and I had a misunderstanding. XXXX works for the bank and entity that does not need XXXX my monthly income. I, on the other hand, am struggling to survive on the full income. We are not even into a full week out of the month. My direct deposit has quickly evaporated. I was in XXXX when I received XXXX 's call. I had spent the night there prior. Her refusal to reverse the charges, upon charges that have amounted to over {$250.00}, sent me into XXXX XXXX XXXX. I needed to spend an extra night which absorbed all of the money remaining positive for the month. I stated that this was unacceptable. I shared that I found the actions of the bank to be of a retaliatory nature being that XXXX, the afternoon prior, clearly stated that there was not an activity that was going to occur in regard to my checking account. I had spoken with the branch, XXXX, in regard to the {$50.00} the day the online indicator emailed me. He did not know what the bank terminology for the debit meant. Kindly enough, he stated that he would look into it. He went home. I spoke with his manager. He stated that I needed to balance my checkbook. I have a XXXX. It is not cognitive. This has left me unable to sustain myself and my service animal for a week let alone the entire month.
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| 04/17/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem when making payments
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Web |
Servicemember |
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This issue started in XX/XX/XXXX. On XX/XX/XXXX, I purchased additional security equipment from XXXX that was financed through Citizen Pay. When I got my statement in XXXX from Citizen Pay I realized I was double charged for equipment so I called them to inquire and was told I needed to call XXXX since they were the ones that I purchased the equipment from. I called XXXX and spoke to them and explained the situation they did see the error that was made and informed me that they would send a request to Citizen to refund the money since I only got one item from them and not two. I waited until XX/XX/XXXX to get my statement to see if the billing issue had been fixed with Citizen. It showed where XXXX sent in the request of giving back the credit for the additional amount but Citizen was still charging me the equipment I did not have. I called Citizen that same month to inquire again and they give me the same story that I had to call XXXX so I again called XXXX and they explained we have already sent over the refund to Citizen and I explained that they are still billing me for equipment I did not have. This time XXXX did a three-way call with me and someone in the billing department at Citizen to resolve the issue. So Citizen informed me that the issue would be resolved by the next statement but it was not because when I got my statement in XXXX it was the same issue again. I was still being charged for the same issue as previously stated. I called Citizen Pay and they gave me same story that they did not see a refund sent back to them from XXXX. This went on all way until XX/XX/XXXX trying to get this issue resolved. When I got my statement in XX/XX/XXXX I see they finally corrected the issue but I never got a call or anything telling me the issue had been resolved. When I looked at my XXXX statement it said I had missed a payment but no one ever let me know the issue was resolved. On XX/XX/XXXX, I made a payment of {$200.00} for the XXXX and XXXX XXXXayment. A few days later after I made the payment I went online to check my account and kept saying they have not received my payment so checked my bank to see if the payment was posted and the payment was posted on XX/XX/XXXX. So I called Citizen to inquire about why still showed me owing a payment when it had already been made and had cleared my account. I let the customer service rep know that I have made my payment and I have email confirmation from Citizen as proof of payment for XXXX. The customer service rep told me that don't mean anything to us because we don't show that you made a payment. Then she told me that I needed to call my bank to put in a dispute with them to get the money back that has already cleared my account and then resubmit my payment because we do not show that you made a payment. I have gone back and forth since XX/XX/XXXX trying to get this issue resolved but they have given me the run around about the payment that has already been made. This issue has caused my credit report to show me as being 30 days late. I have been dealing with this issue for 6 months trying to get them to resolve it and now it has affected my report because they fail to do their job correctly. This has been a total nightmare dealing with Citizen Pay trying to resolve the issue. I am still getting calls from their collection department telling me that I have not made a payment which is not true. I received a call on today, XX/XX/XXXX telling me they have not received my payment when in fact they have already gotten my payment.
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| 12/06/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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This is a discrimination complaint on the basis of National origin and Ethnicity I filed some claims for merchandise never received and for cancelled transactions. In light of supportive documents that I provided to the bank, the bank issued the provisional credits. Some of the provisional credit, the bank made permanent.
Few weeks later, however, the bank ( unfairly ) reversed all the provisional credits. Additionally, the bank reversed ( even ) the permanent credits. This is a complaint for discrimination on the basis of national origin, ethnicity, age, and gender. Please refer this complaint to the right agency to investigate.
I further request that this account with this bank be audited by the right agency. I also request that the bank provide all the email communications that they have received from me, as soon as possible. ==================== This is a complaint against XXXX Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor. Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant. The merchant continued to charge my card, however, even after I had canceled the transaction with them. I disputed XXXX transactions from the same merchant XXXX XXXX XXXX XXXX ) located in XXXX, XXXX ( totaling {$4500.00} ) ================== [ $ XXXX $ XXXX {$1000.00} ] + [ $ XXXX $ XXXX $ XXXX {$250.00} ] ================== The merchant is getting away with the money and the goods. The merchant is located in XXXX, XXXX. The bank issued the provisional credit.
Few weeks later, the bank reversed the provisional credit, and decided the dispute in the merchant favor, and ( unfairly ) let the merchant to keep the money and the goods. The bank was biased against me and discriminated me on the basis of National Origin, Gender, age, and Ethnicity. I have never received any goods from this merchant. The bank, however, decided to let the merchant keep the money and the goods, as well. I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims. And falsly claim that I have not filed my dispute timely. I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal. Falsly claiming that the dispute was not filed timely, which is totally false.I filed the dispute timely. The bank seems to be biased against me and discriminated me on the basis of Ethnicity, National Origin, Gender, and age. I have never received the goods and need a full refund. Thank you for your kind assistance and look forward to hearing from you, Respectfully, XXXX XXXX : XXXX XXXX XXXX =========== The bank should rebate all the overdraft fees for this account. The bank unfairly denied all my claims. The bank should approve all my claims for cancelled transactions and merchandise never received. The bank unfairly let the merchants have the money and the merchandise. ============ Please find the attached XXXX files XXXX with the emails communications between me and the Merchant. The second is with the emails communications between me and the XXXX XXXX in XXXX, Confirming that the merchant artwork is forgery I have emailed the XXXX attached files to the bank on ( XXXX, 2021 ). I have made the bank aware that the merchant is selling forgery artworks. The bank ignored all my supportive documents and discriminated. Then, decided the claims in the merchant favor.
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| 06/03/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with fraud alerts or security freezes
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Web |
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As disclosed herein XXXX XXXX XXXX XXXX & XXXX was subject to a cybersecurity attack culminating in ransomware from XX/XX/XXXX to XX/XX/2022 ( the Incident ).
XXXX & XXXX endpoint security detected and terminated the ransomware shortly after it executed.
With assistance from third-party experts, XXXX & XXXX took immediate steps to secure its systems and investigate the nature and scope of the Incident. On or about XX/XX/2022, XXXX & XXXX discovered that the Incident may have impacted protected health information ( PHI ) or personally identifiable information ( PII ). We have found no evidence that your information was misused.
XXXX XXXX XXXX failed to prevent 2022 data breach. In response to the attached letter, I mailed it to each of the three major credit bureaus to request a fraud alert to be placed on my credit report. As an asinine response, as if these people working for XXXX, XXXX and XXXX don't understand basic English, or don't care to read it, I received a credit report from each, but neither made mentioned the need that creditors have purported for a phone number to be on file. In fact, when I called each entity every time a creditor, namely XXXX XXXX XXXX ( co-brands with XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ), XXXX XXXX ( XXXX ), XXXX ( XXXX XXXX ( who failed to communicate this, until I pressed the issue after waiting 48 days to receive business cards to reflect the approved $ XXXX and $ XXXX application letters, which I will address further on another report ) stated that they could not move forward with my credit card applications, notwithstanding a section of the Ohio Revised Code ( 4112.021 Unlawful discriminatory practice of creditor ) which in part, prohibits creditors from discriminating against any applicant for credit in the granting, withholding, extending, or renewing of credit, or in the fixing of the rates, terms, or conditions of any form of credit, on the basis of race, color, religion, age, sex, military status, marital status, national origin, disability, or ancestry, ( except that this division shall not apply with respect to age in any real estate transaction between a financial institution, a dealer in intangibles, or an insurance company as defined in section 5725.01 of the Revised Code and its customers ). They try to circumvent the discrimination claim by purporting that they can not verify us, namely people of color, or if we have a fraud alert on our credit report, which is not visible, they require us to endure a personally identifiable information ( PII ) exposing verification process via an interrogation- over the airwaves of VoIP - that they purport is only a verification process, but they refuse to provide their first and last name, representative identification and/or city in which they are working. I am sure there is a label on ANY account that I hold per my vehemently complaints about the lack of fairness in communication and privacy as we never know who is interested in collusive activity. In addition to that, the credit bureau representatives purport that none of the phone numbers that are on your credit report is the one on your account for the fraud alert. This is institutional discrimination which prevents us from accessing working capital and the like. Of the three credit bureaus, XXXX has NOT sent me a printed copy of my credit report, no matter how many times I have requested it annually or when I am denied credit for my businesses by asinine decisions of creditors.
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| 08/05/2022 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
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- Closing an account
- Fees charged for closing account
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Web |
Older American |
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I have been doing business with Citizens Bank for approximately fifteen ( 15 ) years. Im writing to loudly complain about the following transaction.
RE : XXXX XXXX Fixed Annuity Account Contract # XXXX Account Number : XXXX Time Line : XX/XX/XXXX, XXXX opened brokerage account ( Citizen Investment Services ) Representative- XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX fixed annuity ( individual single purchase payment deferred annuity ) XX/XX/XXXX, XXXX Notified that the fixed annuity 3-year Guaranteed Period will reach the end of its withdrawal charge period on XX/XX/2022.
XX/XX/XXXX, XXXX Notified XXXX XXXX that I would not be renewing. Sent in the appropriate form to XXXX XXXX ( Annuity Contract Withdrawal Request ).
XXXX XXXX returned to me for lack of owners signature. XXXX XXXX received the same letter according to XXXX XXXX. He never reached out to me to offer any help with filling out this form.
Sent the form back to XXXX XXXX with my signature.
XXXX XXXX Received the form back stating that it was the wrong form. Tried to call them several times ; always put on hold for anywhere from 27 to 43 minutes and inevitably disconnected. This continued on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX until the current date.
During this time, I tried to talk to XXXX XXXX about this issue. At this point, I was losing money and the plans that I had for this money were put on hold. He argued with me about the withdrawal process, the lack of knowledge of my personal financial advisor ( who will no longer work with him or call XXXX XXXX due to the rude, inappropriate verbal behavior ). In the meantime, XXXX XXXX released ( my money ) and charged me a Surrender Charge of {$1700.00}. Whatever I did to try to get my money out of this investment was not good enough. It was either the wrong day of the week, the wrong color of ink, or some other excuse on their part.
I only received {$22000.00}. They renewed the contract for the remaining {$25000.00}. I never approved this or signed an agreement for this which they claim is not necessary for the annuity to be automatically renewed for three ( 3 ) more years. I am XXXX years old.I had other plans for these funds.
On XX/XX/2022, I called XXXX XXXX at Citizens Bank ( XXXX XXXX, XXXX, RI ) to try to enlist his help in at least getting my Surrender Charges refunded.
That is where the process stopped.
XXXX XXXX refused to help me. He was belligerent because I wasnt investing in XXXX XXXX anymore. He was insulting to me as a financial consumer and as a woman. He told me to calm down, would not listen to me, and ultimately hung up on me.
That afternoon, I called his bank manager and supervisor at Citizens Investment Services and XXXX XXXX The local bank manager was very helpful but informed me that she could not help me as she wasnt licensed. I heard back from XXXX XXXX, and they just informed me that I was basically stuck for another three ( 3 ) years and to write a letter to the authorities for an exception. That was the extent of their help. Citizens HR never called back.
XX/XX/2022 XXXX. At what point is XXXX XXXX going to admit that there was a flaw in their system?
2. Why wont Citizens Bank voluntarily help me out? I still have a HELOC, mortgage checking/savings account with Citizens Bank . According to XXXX XXXX he wont help me unless I reinvest with XXXX XXXX XXXX This is nothing short of financial entrapment. I tried to play the game fairly and XXXX XXXX prevented me from getting my money.
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| 04/04/2019 |
Yes |
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Web |
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Citizens One Home Loans, XXXX XXXX XXXX, Mailstop XXXX, XXXX, RI XXXX, phone XXXX and fax XXXX ( hereinafter Citizens One ), failed to provide a mortgage loan for our closing on XX/XX/XXXX, the day before closing on XX/XX/XXXX and after providing a Closing Disclosure with a loan Disbursement Date of XX/XX/XXXX on XX/XX/XXXX. Their reason was that they had not received a determination that the possible mold was not toxic or remediation performed as cited on the inspection report and buyer 's inspection reply, which was not a part of the fully executed addendum and sales agreement between the buyers and sellers.
Citizens One was provided with the fully executed sales agreement to purchase XXXX XXXX XXXX, XXXX PA XXXX by XXXX XXXX XXXX and XXXX XXXX XXXX, Buyers, and XXXX XXXX XXXX XXXX and XXXX XXXX, Sellers on XX/XX/XXXX. They were also provided with the inspection report completed on the home by the buyers on XX/XX/XXXX and the initial repair addendum request on XX/XX/XXXX. The fully executed repair addendum by the sellers and buyers was transmitted on XX/XX/XXXX. Citizens One issued issued a commitment to provide us with a mortgage on XX/XX/XXXX, which was transmitted to the seller 's on XX/XX/XXXX.
On XX/XX/XXXX, Citizens One issued a second commitment. The second commitment created a unilateral quasi contract between the borrower and the lender to perform all of the repairs that the seller did not agree or accept to perform. The buyers objected to such a request in writing and adamantly stated that any repairs on the seller 's property would only be performed after the transfer of ownership. The initial commitment dated XX/XX/XXXX and sent to the sellers to satisfy our contractual commitment date of XX/XX/XXXX did not cite any of the subsequent repairs for the sellers and the buyers. Although we, the buyers, stated in writing that we would not make any repairs on a home that we do not yet own and did not secure the seller 's permission to performance to do the same making their home unsaleable unless remediation performed, Citizens One continued an allusion of the buyers being approved for the loan, but on a rolling and never ending need for underwriting basis and forwarded closing disclosures so that we would have enough funds, which also lead us to sign the second commitment on XX/XX/XXXX as a confirmation that we had the mortgage and satisfied the quasi contract. The allusion or false expectation created unnecessary expenses on the part of the buyers that includes escrow funds of {$1000.00} paid on XX/XX/XXXX XXXX prepaid appraisal fee paid of {$630.00} paid on XX/XX/XXXX, and title closing services of {$1600.00} due.
On XX/XX/XXXX, Citizens One verbally informed buyer XXXX XXXX XXXX through communication with Closing Representative XXXX XXXX XXXX that the loan could not be underwritten without mold remediation, but could not definitively and conclusively provide that as a final end to the underwriting and would offer a discount of the fees paid if we complied. She then reached out to the seller 's agent on XX/XX/XXXX asking if they would cure the unilateral demands and seller 's agent informed her that they knew nothing about such an agreement for inspection and remediation and again refused to perform it. They did only offer to open up an extended closing deadline by sending a blank agreement addendum for the buyers, which we have refused to sign to protect us from further harm of any claims to make the sellers and property whole.
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| 10/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I purchased a 30-year fixed mortgage in XX/XX/XXXX from XXXX XXXX in XXXX, who sold it immediately to another company, which sold it to another company - Citizens One XXXX XXXX, which sold it to XXXX XXXX. Citizens One is still the company I make my mortgage payments to.
In XX/XX/XXXX, I was due to renew my homeowners insurance, but because of a 50 % increase in premiums, I decided to go with another insurance company. The new company offered me a large discount to prepay the insurance, and I did so. I notified Citizens One immediately and told them I would no longer need to have my homeowners insurance escrowed. Citizens One had prepaid the former insurance company a couple of weeks earlier ( XX/XX/XXXX ), so I sent them a check for the amount they had paid, in order to eliminate the hazard escrow. I asked them to recalculate my monthly mortgage payment. Citizens One said my new mortgage payment would be {$800.00} ( a reduction from the {$940.00} I had been paying ).
My XX/XX/XXXX mortgage statement did not reflect the new payment amount, so I went ahead and paid {$940.00} online. In addition, Citizens One wanted me to pay an additional {$140.00} to them, which they called a hazard escrow waiver. I paid that amount, but do not think I should have had to pay this amount. It's an egregious gouging fee that entirely unnecessary.
On XX/XX/XXXX, I was going to pay my mortgage payment online, but they still had the old monthly payment due of {$940.00} and there was no way to pay the amount I actually owed - {$800.00}. So I sent them a check, which they cashed.
In spite of the fact that they cashed my XXXX mortgage payment, they gave me no credit for it.
Today I got a monthly mortgage statement for {$1900.00} for XXXX - including the old amount of {$950.00} for XXXX, {$950.00} for XXXX plus a late fee, in spite of the fact that I had paid my XXXX mortgage and they had cashed the check. I have no idea what they did with the cash from that check, but they did not apply it to my mortgage. ( A trip to XXXX, perhaps? ; 0 ) ) In addition, I'm getting collection calls from them now.
I have NEVER in my life had a late mortgage payment. Citizens One Home Loans has offices all over the place - their hazard insurance office is in another state from their payment office, they have divisions in different states for different purposes, and it appears that none of them communicates with the others.
I have called their customer service people three or four times since XX/XX/XXXX. I have a case number, but no one replies when I try to contact them. I just keep getting collection calls, even though I'm not late on any of my payments.
The way I see it, they owe me {$140.00} for the amount I paid NOT to have a hazard insurance escrow account, and they owe me {$140.00} for the amount I overpaid in XXXX for my mortgage payment. In addition, they MUST credit my XXXX mortgage payment to my mortgage account. They MUST contact the credit reporting bureaus that I was not late in any of my payments. And they MUST fix my monthly mortgage statements to reflect the proper amount of {$800.00}, instead of the {$940.00} they are still billing me for. I also want their collection department to quit calling, bugging me for payments that are NOT due.
Is there anything you can do to help? This irresponsible, malign behavior can not be legal, surely. I have always been a responsible homeowner and mortgagee and I am frustrated beyond words. I appreciate any help you can provide.
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| 11/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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For the past several months I have been signed up with Citizen Ones auto draft service. Citizens One Mortgage failed to take out my auto draft payment of {$560.00} on XX/XX/2020, which made my payment late. I ended up paying it manually through the app on XX/XX/2020 and shortly received a confirmation email stating that my payment of {$1100.00} would be drafted. This was alarming because two payments had been made. I initially contacted Citizen One during working business hours to correct this issue and was told I would have to wait several days for someone to contact me because of restrictions due to COVID-19. This prompted me to contact my bank at XXXX and inform them to cancel the payment being processed of {$1100.00}, so my account would not be overdrawn. XXXX stopped both payments initially and {$560.00} was returned to my account. When Citizen One contacted me later on in the week I informed them of what happened in which the representative stated since both payments had been stopped I needed to still make a payment for the month. The rep also stated I would need to pay a {$30.00} late fee which brought my payment to {$590.00} which was made on XX/XX/2020 and deducted from my bank account on XX/XX/2020. I also received a confirmation email from Citizen One stating my next payment was due on XX/XX/2020. After checking the mortgage app for Citizen One I discovered they are stating a payment had not been made on my account since XX/XX/2020. I have been on the phone with multiple representatives and supervisors, each can not tell me what is going on with my account. They claim the payments for XXXX and XXXX has been placed in a suspense account, which was done without my knowledge. There were no partial payments made for this to happen. There was no issues regarding my account until XXXX. However, they claim they returned {$590.00} to my account and I would still need to pay for XXXX, which is not correct. Customer service appears to be inexperienced and no one can tell me where my payment is for the month of XXXX or why XXXX and XXXX are now in a suspense account. This has been reflected on my XXXX account balance for each month of payment, including XXXX. Each representative I talk to gives me a different reason and each time I am told to pay for the month of XXXX, even though it has been paid and reflected on my account. Please note, I acquired my bank statements from XXXX for the month of XXXX, XXXX, and XXXX which reflects payments have been made for those months. I will not get my new statement for XXXX until the XXXX of this month.We are disputing two different amounts. Initially {$560.00} was returned to my account at the beginning of the month, but a payment was made to them again on the XXXX for {$590.00}, which was not put back into my banking account with XXXX. I have now been turned into their collections agency for non payment when they have received a payment for every month they are disputing. I have been in touch with XXXX from the Chairmans office over my complaint with the XXXX, who has instructed me to throw away documentation stating they are going to foreclose on my home. Nothing has yet to be resolved and I was told to just keep making my payments. I have received documents every day stating I owe {$2300.00} and it needs to be paid by XX/XX/XXXX. Nothing is being handled accordingly and I have even faxed them bank statements. I am almost ready to obtain legal counsel so I do not lose my home over their crucial error.
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| 07/20/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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I successfully registered my savings account at XXXX as an external account -- including the successful deposit and withdrawal of XXXX XXXX amounts -- on the Citizens Bank web portal. After that was completed, I initiated an external transfer from my Citizens savings account to my XXXX account in the amount of {$1500.00} using the Citizens Bank web portal. Funds were withdrawn from my Citizens Bank checking account on XX/XX/XXXX and the transfer to my external savings account at XXXX was to be completed by XX/XX/XXXX.
On XX/XX/XXXX, I received a cryptic email from Citizens Bank indicating the transfer was not completed correctly.
When the funds still had not been received at XXXX nor redeposited to my Citizens Bank account as of XX/XX/XXXX, one day after the XXXX to complete the transfer, I went to my local branch to speak with a manager. After explaining the issue to him, he called your internal Citizens Bank support and after a brief conversation with them, informed me the transfer was successful and that I would have to take up the issue with XXXX since there was nothing else he could do.
I was completely dismayed at his response and protested the issue was in fact due to a problem on the Citizens Bank side. I then produced the email I had received from Citizens Bank indicating the failure and showed it to him. How is that one part of Citizens Bank system says it was unsuccessful and one part says it was successful?
At that point the manager called a different support department and we then had to wait almost XXXX minutes on hold before someone answered. I'm used to long hold times as an external customer but how is that internal bank employees fare no better? The manager spoke with this new department who claimed the funds would be returned by Friday. When asked why the transfer did not go through successfully even though the external account had been set up correctly, he was told there was a system wide event within Citizens Bank on the XXXX. After hanging up the phone with the support team, he relayed this to me.
I informed him this was completely unacceptable. If Citizens Bank had technical issues on XX/XX/XXXX, why wasn't the transfer reinitiated on the XXXX, XXXX, or XXXX? Failing that, why is my money still being held XXXX if no further transfers were going to be attempted? I needed those funds that day. It had already been XXXX business days since the transfer was unsuccessful. This screw up is ENTIRELY the responsibility of Citizens Bank. Upon explaining all of this to the manager he simply waved his hands and claimed there was nothing else he could do. At which point I asked for his supervervisor 's contact information.
Upon returning home I called the Citizens Bank online banking support department to report the issue and attempt to get it resolved. After looking into it the agent said the funds would be returned to me in another XXXX business days *from the XXXX at which point I protested and asked to speak with a supervisor. After explaining the issue yet again, that supervisor confirmed there had been an issue on the part of Citizens Bank on XX/XX/XXXX. She informed me the best she would do is to request an expedite of the refund which would still take at least a business day.
I emailed the supervisor of my local bank manager whom I had spoken with earlier in the day explaining the issue and asking for him to help resolve it. He never responded.
A full business day later and my money is still being held XXXX.
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| 04/17/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I refinanced my mortgage with my existing mortgage company ( Citizens One Home Loan ).
My refinance closed in XXXX, which was almost one month before my original loan insurance policy was to renew for {$1800.00} on XX/XX/XXXX, which has always increased slightly year over year. I say this because the just paid the old policy amount of {$1700.00}.
I find this very concerning as no mortgage company should be paying out a previous year policy with out confirmation from the insurance or an updated policy coverage date.
The lender sent me a letter stating I didnt have insurance on XX/XX/XXXX, but paid the old premium amount at renewal time. Then I got a letter saying I was all set, which is not uncommon during a refinance with and up coming insurance renewal. However I was not aware of the insurance issue at this conjuncture.
My insurance company had been requesting payment from the lender or their vender for the balance of {$100.00} ( difference between old policy amount versus the renewal amount ) and no response or payment was received by the lender or vendor.
After 30 days my insurance company cancelled my policy and refunded me a prorate amount, which thought was a refund from my old escrow account as it was just a check and no letter.
In XXXX, I need to have some auto policy adjustments, which is when I found out that I didnt have insurance.
I immediately reinstated my policy, but at a much higher amount due to the gap in coverage of {$2200.00}.
I sent my lender a secure email stating what had happened and the insurance was now back in place ... this was on XX/XX/XXXX. Based on my email, they then forced insurance for {$3100.00}, which was paid on XX/XX/XXXX, despite the fact I made them aware of the issue and the reinstatement as of XX/XX/XXXX.
I called three times and with each call/complaint I explained my situation ... the response has been we see and will fix this.
The only action the lender did was refund my escrow for a prorate amount of the forced insurance and never reached back out to me as agreed upon.
I called again today ( XX/XX/XXXX ) and was told they would not refund the remainder of forced policy and it was my issue with my insurance increase due to the time lapse.
I then asked when the first letter was sent to me about my insurance lapse and was told it was XX/XX/XXXX and by their policy they force place 60 days from the first letter date previously noted. Clearly that was not what occured, considering they didnt force place until my secure email to them on XX/XX/XXXX. So well beyond the so called 60 days.
So ... they arent taking any responsibility of ensuring a refinance closed properly and when I asked why the insurance was forced placed well after the 60 days I was told it was for the customers benefit, but does not line up with their policy and creates additional costs to the borrower.
So I ended up paying {$350.00} more than my renewal amount and then had to pay {$760.00} in prorated forced insurance.
I dont know how banks can just get away with this .... if I hadnt refined, then none of this would have occurred and sadly it was a same bank refinancing my mortgage.
I have been out of work due on an official temporary XXXX and protected class illness ( XXXX XXXX - XXXX XXXX ). Im struggling as it is and this happens.
Please look into this, even if I get no benefit from this complaint, I dont what this to ever happen someone else by Citizens One Lending aka Citizens Bank.
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| 11/01/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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I sent a check for {$5900.00} made out to the US Treasury along with my tax return via the US Mail to the IRS on XX/XX/XXXX. The envelope was postmarked but was opened in transit and my check was removed from the envelope and cashed by someone at a XXXX XXXX ATM. XXXX XXXX should not have allowed the check to be cashed/deposited when clearly the check was made out to the US Treasury and the Treasury does not deposit checks in a XXXX XXXXXXXX ATM . On XX/XX/XXXX, I learned that my check was intercepted and cashed by someone other than the US Treasury, I contacted my bank ( Citizens Bank ) immediately and opened a fraud case. Citizens Bank asked me to submit some paperwork, which I completed and submitted to Citizens Bank on XX/XX/XXXXXX/XX/XXXX. Since that time Citizens Bank has not been able to move the fraud case forward with XXXX XXXX. XXXX XXXX has apparently not been responsive and Citizens has not refunded my money back. I have asked for a provisional refund of my money because clearly this was a mistake by XXXX XXXX but Citizens has not complied. I am still waiting to receive my {$5900.00} money back from Citizens Bank. My complaint is with Citizens Bank although the root of the problem is that XXXX XXXX shouldn't have cashed the check and should be responsive to Citizens Bank. But I would prefer to be out of their business. They are holding my money XXXX while the investigate a case that is clearly a case of fraud. I have communicated with them on multiple dates but they have been not responsive. These dates include : - XXXX - called Citizens Bank. They said they are working on it and that XXXX XXXX said they would get back to them after XX/XX/XXXX, but they hadn't. The Citizens Bank person told me she would email the supervisor and call today. They said they would then call me back with an update. They never called me back.
- XX/XX/XXXX - called Citizens Bank. They said they were going to follow up on XX/XX/XXXX. They said they would call me back by XX/XX/XXXX. They never did call me back. They said XXXX XXXX needs to process the refund. She suggested I call XXXX XXXX to see what's going on because XXXX XXXX has been non responsive.
- XX/XX/XXXX - called XXXX XXXX. She was surprised that Citizens Bank said to call them. She said she couldn't give me any information or talk about the investigation and why it's not moving forward because they only deal with the banks. She said I should ask Citizens Bank for a provisional credit.
- XXXX - I called Citizens Bank and they said they had not heard from XXXX XXXX. They said they will call today. They call every two weeks. She said to go to the branch office and request a provisional refund.
- XXXX - I visited the local branch of Citizens Bank to request a provisional refund. He called his supervisor and requested the refund while I was there.
- XXXX - I called the contact at the Citizens Bank to check on the provisional refund. He said that Citizens Bank called XXXX XXXX on XX/XX/XXXX and there was no response. He said that his regional manager hasn't heard from them so she will call again about the provisional refund. He said he would call me back. I have not heard from Citizens Bank since. I have not heard from XXXX XXXX at all.
So I have been without my {$5900.00} since XXXX ( almost 7 months ) because of a mistake that XXXX XXXX made and Citizens has been unable to resolve the issue for me. There is no progress being made and they are not responding to me at all.
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| 07/20/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Confusing or missing disclosures
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Web |
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When I first opened up the checking account, they opened it up on the wrong promo code, so which force me to have to open up another check into account it took them a minute to close the first account that was open it up wrongfully and it took the manager to step in to do it, then the teller told me that the manager didnt know what he was doing and to do it his way because I ended up getting overdraft the first checking account that they had opened up under the wrong promo code after I told him I close that account because I didnt want that account open and the wrong promo code and thats how the second checking account was opened but they left the first checking account open as well which caused the overdraft I had tried to call the credit card company to stop the payment They told me I had to call the bank. Ill call the bank to stop the payment its showing me that the payment would not go through but it is they called me the next morning in a panic saying that the acount was an overdraft of {$300.00}. He was very unprofessional room when he called me on my personal cell device from his personal phone. I didnt tell him I want to pay the {$300.00} because I have been told him to close the account and I did so which caused me to have to pop up to the bank and I put {$300.00} into the account and thats when Manager stepped in because the teller was not trying to wave the fee for the overdraft when if they were to close the account, it wouldve never got overdraft so the manager decide to waive the fee do it all at the teller was very unprofessional then I found out later on that. He opened up the check in account incorrectly and not how I had the first one opened with a overdraft protection every XXXX dollars so I did then have them re-add that on there then find out a couple weeks later that security questions on my account were not the security questions that I had answered when I was sitting at the computer screen the first time so which means the second time he opened up the account he created his own security questions for my account so when I go into my bank, or try to sign it, it connected to another card. They asked me for security questions and these are not the security questions that I selected. I called the bank and I tried to explain that to him hes very rude. Try to over talk to me all the time so I had to speak to the manager some lady get on the phone talking about who is this I said how do you ask a customer? Who is this you working at a bank that is very unprofessional and arent you the manager and they told me that no there was no manager on shift that day and assured me that somebody will give me a call the next day. Will I end up calling the next day I speak to the manager and he said I cant speak to you right now Im dealing with a customer that was early in the morning. He never called me back ever and its been almost a week now Ive had several problems with his banks is up open it up there unprofessionalism the bank, app continues to freeze and force you to sign out even though face recognition is on there. They say that the password is incorrect, which has me to have to keep resetting my account. The customer service that you call to get help with certain things I know better theyre very unprofessional as well I have over draft protection. I am 90 % of the time I cant use it because they always decline it. Theres multiple situations that have not been had it when I called in or speak to somebody.
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| 09/26/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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On XX/XX/2018, we contacted Citizens Bank customer service inquiring about the current amount due on our Line of Credit Loan. We have been having this constant issue with the bank for about eight years because the institution refuses to send paper statements to our address. On this date, we asked customer service once again to please ensure that statements would be sent out to us in the future. We were assured again by the customer service representative that paper statements were active, and we would be receiving them in the future. The bank 's refusal to send out statements have caused us to miss payments over the years as we never know the amount that is currently due on the loan.
This has caused a great deal of distress over the year as the payments are often late, and we are charged arbitrary late fees that we were forced to pay due to bank error. As a result of this issue and not knowing how much was owed on the loan, we overpaid for the month of XX/XX/2018. Check number XXXX was cashed on XX/XX/XXXX in the amount of {$870.00}, and check number XXXX was cashed in the amount of {$1300.00} on XX/XX/XXXX. A note was also enclosed in the envelope asking them to apply any left over monies to future monthly payments. This was necessary as we never know how much money we owe as we never receive statements. The customer service representative assured us at that time we would not owe any additional money until XX/XX/2018.
On XX/XX/XXXX, we were contacted again by Citizens Bank informing us that we were two months behind on loan payments and in danger of foreclosure. Baffled by this message, we called the office back on that day, and explained the issue. The customer service representative named XXXX explained that the bank had incorrectly applied the {$1300.00} payment to the principal of the loan. It would be a simple matter of reapplying the payment to the interest portion of the loan, and our payments would become current. We were told this would take a few business days to complete.
On XX/XX/XXXX, I called again and spoke to the same person asking if the switch had been made. I was told that I would need to wait several more business days as their office hadn't done anything at all to address the matter. I called again on XX/XX/XXXX inquiring yet again about the matter. I was informed once again that their office hadn't done anything and the loan was still in default.
We waited several more business days and called again on XX/XX/XXXX. We spoke with XXXX again and we were referred to supervisor XXXX. The reference number she provided was XXXX. She stated the problem would be corrected within two business days. We called again on XX/XX/XXXX, and their office still hadn't bothered to address the issue. Since the bank sat on this for about three weeks, we were also told that Citizens would possibly be putting a late mark on our credit reports, and that there was nothing that their office could do. It didn't matter that they had ignored the issue for about three weeks.
In the meantime, we received additional late notices from the bank with more late fees. The property is also in danger of foreclosure. Due to the Citizens Bank stunning apathy, and stalwart, abject refusal to do anything at all, this complaint is being filed to force them to finally address the matter. We are enclosing check images showing the aforementioned checks/amounts, along with two of the most recent late notices that were sent to us.
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| 07/02/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem with additional add-on products or services
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Web |
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I ordered an XXXX XXXX XXXX by way of XXXX XXXX XXXX through XXXX on Wednesday, XX/XX/2021. Citizens One is the credit lender for XXXX XXXX. XXXX is supposedly the company fulfilling orders.
The website processed my application and order. My credit was checked, I received an email from my credit monitoring service confirming so, and I was approved for the credit. I received a confirmation email with an order number and shipping information. The XXXX was to be delivered on XX/XX/2021, and an email would be sent when the package shipped.
I was also provided a link in the original confirmation email to the customer service portal for XXXX XXXX Access through XXXX at XXXX XXXX XXXX This website showed my order as being prepared and a delivery date of XX/XX/2021. It infIt still shows the same information today XXXX XX/XX/2021 ).
I then received an email from Citizen One with instruction on setting up my account. I followed the instructions immediately and my account showed a line of credit of {$2500.00} with {$1600.00} available. The total cost of the XXXX package was {$900.00}. However, there was no transaction history or line of credit balance.
I did not receive any further emails during the following week, and there were no updates on the customer service portal. I decided to reach out to XXXX on XX/XX/2021 via the portal to determine if there were delays in shipping since no updates had been produced. I received a confirmation email that a ticket had been opened, yet no other communication. I then received an email the following day, XX/XX/2021, late in the afternoon, from XXXX saying my request was received and they would follow up if additional information was needed. No further communication.
I then decided to call the various numbers provided on the portal page and reached Citizen One. They said my order went through, but they had no way to know how it was being processed as they only provided the credit. The first person transferred me to another department at Citizen One who told me the same thing adding that there was nothing I could do except wait.
Normally, I would not have a problem with waiting, but the fact that I had a line of credit with no product in hand and no communication from the company I purchased the product from had me concerned. Still, I had exhausted all of my options.
Today, XX/XX/2021, I checked my account on Citizen one and my available credit is now {$2500.00} out of my {$2500.00} credit limit. I then received a text message from Citizen One informing me that XXXX was out of stock of the XXXX XXXX XXXX and that my order had been cancelled. The only option is to switch my order to an XXXX XXXX XXXX which I do not want as it is not the product I ordered. I also do not trust that they would deliver on that, especially considering the instruction to email XXXX requesting the change after the complete lack of communication from them so far. My account would be automatically closed in 150 days unless I was able to reorder when they come back in stock or switch to an XXXX XXXX XXXX.
Despite this, the customer portal still says my product will be delivered XX/XX/2021, and I have received absolutely no communication from XXXX.
I have now taken a hard credit inquiry and added a line of credit with absolutely nothing to show for it. It seems incredibly wrong to have sold me a product at all, let alone using a line of credit, without being able to deliver the said product.
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| 09/22/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
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Web |
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The issue that I am addressing is with one branch in particular, the one on XXXX XXXX in XXXX, located in my local XXXX XXXX. At every other branch that I 've gone to, the customer service has been exemplary, except at this one particular branch, and to even bring it down to a micro level, one person, XXXX XXXX. the assistant manager of the branch. I 've dealt with what I perceived to be rude behavior on a couple of occasions once on the phone and another time in person. The latest occurring on XX/XX/2016. Whilst discussing matters of my account, XXXX, in the middle of me talking, turned around and walked away from me. When addressing this, he told me that he had nothing else to say, and also that he had to make a deposit drop, without resolving my issue. I immediately went to XXXX the manager of the branch and complained about XXXX 's behavior, and I also asked for the regional manager 's information. Upon further brain storming, I realized that my argument was moot because I was able to resolve the issue, so I did not contact the regional manager. On XX/XX/2016, I received a letter telling me that my relationship with Citizens Bank was being terminated. I immediately felt that this was due to retribution because of my complaint, and possibly discrimination because I am XXXX and XXXX the Asst. Manager and XXXX the Manager of the branch are white.
I immediately went to the branch to inquire if my account was in fact being closed due to retribution. I spoke with XXXX the manager at the XXXX XXXX branch, and he told me that they would never close a customer 's account because of a disagreement and proceeded to tell me that XXXX XXXX at the XXXX XXXX XXXX branch was in fact the person that put in the request that my account be closed. XXXX told me that he was n't even allowed to tell me that but he wanted to help me. I then went to the XXXX XXXX XXXX branch to see if more light could be shed on this situation and spoke with XXXX in customer service and with the Asst. Manager at that branch ( who were very nice ), and they told me that XXXX did not make the request for my account to be closed because they had never seen me at the branch and looking over my account they could not see why my account was being closed. All they knew is that it was being closed and that 's all they could really tell me. They were able to see that in fact the request to close my account had actually come from the XXXX XXXX branch where XXXX and XXXX worked. I then proceeded to go back to the XXXX XXXX branch to speak with XXXX again in regards to why ( in a non threatening way ) he told me that it was closed from the XXXX XXXX XXXX, when in fact in was closed from his branch. He listened and said that he did n't believe that XXXX the Asst. Manager would do something behind his back, and he told me that he would do some investigating and get back in touch with me.
Customer service to me is tantamount. I am stickler for it, and I demand good service. If I acted the way that XXXX treated me at my job, I would have been written up or possibly fired. I am disappointed with the way I have been handled by Citizens Bank, when all I 've tried to do is be a good customer. I try my best not to bounce checks. I do n't commit fraud with my account. I do whatever I can do legally to ensure that my account stays in the positive. I sincerely believe that XXXX requested that my account be closed because I complained about his poor customer service.
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| 11/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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On XX/XX/XXXX we entered into a purchase agreement for a home. The home was a short sale with 3 lenders involved.
The 3 lenders are XXXX ( the main lender ), Citizens Bank ( junior lender ) and XXXX ( junior lender ).
We sold our house in good faith and moved into a hotel on XX/XX/XXXX because we were told the short sale for our purchased home would be closing soon.
XXXX, which is the senior lender, has been cooperative, as well as, XXXX, one of the junior lenders, throughout the entire process. Citizens Bank, however, has been giving us a difficult time, missing deadlines, dragging the process out, resulting in the expiration of approvals given by the other two lenders.
The law firm which started the short sale process for the homeowners has already dropped the case as two of their workers experienced issues with Citizens Bank from the beginning. For example, Citizens Bank would say that papers were not received, or that the Short Sale Package was incomplete, causing the processors to resend duplicative paperwork numerous times.
Due to Citizens Banks failure to act in good faith over the past seven months, we have been living in a hotel since XXXX of XXXX. All of this occurring during the pandemic, with no resolution nor any end in sight from Citizens Bank. Other than duplicative follow-ups, the only response we have received from Citizens Bank is we're reviewing it.
As noted, the failure of Citizens Bank to provide timely responses, has caused original approvals to expire, requiring us to restart the entire process several times. Despite completing an appraisal during the first round, Citizens Bank has ordered another appraisal of the property since the previous one has expired. The relationship manager at Citizens Bank has verbally told our negotiator that the appraisal came back at XXXX, while our purchase agreement is for XXXX. The relationship manager then stated that she sent a copy of the appraisal to the purchase property address, which no one received because the property has been vacant for 3 months already. Although we never received the appraisal, Citizens Bank is refusing to share a copy with us.
We were told by Citizens Bank that we would have a decision on XX/XX/XXXX, but since that day Citizens Bank has been telling us that it is with upper management now and no decision has been rendered. This is another deadline missed by Citizen Bank.
Citizens Bank is not following any banking and or government guidelines, which results in this process continuing with no end in sight.
We are without a home during a pandemic. This is causing grave emotional stress and duress to me and my wife. It is interfering with our life and our well being. I feel I am being discriminated against by Citizens Bank because when I reached out to our relationship manager on XX/XX/XXXX, two days after their missed deadline, she started yelling and screaming at me. She kept repeating herself and yelling, asking how dare I call her. I tried speaking with her normally and she just kept yelling at me. The actions of Citizens Bank make me feel targeted. They have failed to show any good faith and fair dealing during this entire process.
Our negotiator has been calling everyday with no positive outcome. The other two lenders have resolved their part of the process in a matter of weeks, while Citizens Bank has been stretching this out for over eleven months, without any willingness to cooperate.
|
| 03/23/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Older American |
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Beware of Corporate Citizen 's Bank related to Retaliation for Posting Information and Reviews about a Security Breach in Online/Telephone Banking and for filing with the Attorney General : Five days ago I received a letter in the mail stating that all my bank accounts ( mine, my husband, XXXX our businesses, savings, and all XXXX children 's accounts ) would be summarily closed in 10 days, no reason given. I have been a customer at Citizen 's Bank for 15 plus years with impeccable credit and have never even bounced a check or had a late payment. Apparently it is Citizen 's prerogative and they can close your accounts with NO notice and for No reason! Apparently when I signed up 15 plus years ago, there was a box to check that allows them to do this, go figure?
Nonetheless I do KNOW the reason why Corporate Citizen 's closed all my accounts!!! I have repeatedly written on social media, written to the AG about a MAJOR Security Issue at Citizen 's Bank and I believe shutting all my accounts is in RETALIATION for alerting other customers to the security flaw. The back story is : in XXXX XX/XX/2014 XXXX of my linked bank accounts were compromised. Someone called Citizen 's on an inside line ( pretext calling ) and said they were sitting with my husband in the local branch and that he needed help setting up online banking. Neither of us bank online. All the caller needed was the last XXXX of my social, then they set up a phoney email address and password, and voila they were into ALL my family and business linked accounts. Funniest thing that call was NEVER recorded, very odd since generally every time I call the bank I hear " you are on a recorded line ''. Once they got in, {$30000.00} was transferred/borrowed from a Home Equity Credit Line ( who has {$30000.00} sitting around anyway ) into linked accounts and then they went to ATM 's in XXXX and XXXX and in 6 hours withdrew {$30000.00} in increments of {$600.00} and NO ALGORITHM at Citizen 's picked this up??? I, the lowly customer, happened to notice the activity when I checked my balances that day! I do n't know about you but I have NEVER been able to withdraw more than {$400.00} in a given day without getting shut down. Needless to say, this is a major security breach. Citizen 's was clearly at fault and after two weeks returned the {$30000.00} to my credit line and only after I filed numerous police reports. However, the bank has consistently passed the buck by both not returning repeated phone calls and by not repairing the online/telephone banking issue. Also since the breach, my social security number along with my entire family, DOB, address have all been compromised. I have had to file Fraud Alerts and have had to put a Freeze on all of our Credit Reports for 7 years. At no time did Corporate Citizen 's Bank, XXXX XXXX in particular in the Office of the Chairman, ever take my calls, offer to help, give advice or even TAKE RESPONSIBILITY for the Security Breach and/or consider paying for Life Lock or some such plan ( {$10.00} per month ). In fact, I only spoke with XXXX XXXX XXXX or XXXX ( my supposed point person at Citizen 's ) and he never returned any of my urgent calls even when I received the letter about the closing of all my accounts. Terrible customer service at Citizen 's Bank on the highest Corporate level. I have no problem with the line staff/tellers in the branches. They are doing the best they can given the circumstances.
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| 04/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for a construction loan with Citizens Bank in XXXX. At the time, I completed a full application, submitted all of my income & asset documents, along with a contract. The contract was unsigned because our lot was not approved by the city yet and the builder & I legally could not sign it, but the contract was agreed with in principle.
In XXXX, the contract was finalized, signed and sent to Citizens Bank. In the middle of XXXX, my loan officer informed me that because of the new XXXX, we would have to complete a new application and the old one could no longer be used. I personally have worked in the mortgage industry for the last 17 years and know that's not a requirement, but decided to do it in case that was their company policy.
On XX/XX/XXXX, my wife and I completed our full application, which included the 6 pieces of information that trigger TRID. Legally, Citizens had to disclose within 3 business days. They did not. My application documents that I received, including the Loan Estimate are dated for XX/XX/XXXX.
I went extended periods of time with no updates. I had to consistently reach out for updates and seem to only get updates late at night or on weekends, which was odd. This past week, I decided enough was enough. I didn't even know if my loan had been to an underwriter and the staff at Citizens bank starting informing me they were missing documents and the loan had not even been to a processor, let alone an underwriter.
I had written proof and logged emails demonstrating that they already had the items. Additionally, if they were missing items and I completed an application on XX/XX/XXXX, why was a Notice of Incomplete Application ( NOIA ) never sent out to me, which is legally required to be sent within 30 days?
Over and over I have asked for updates, I have asked for management to get involved and I have failed to receive updates, given any timelines nor updates on my loan. As someone in the industry, that fully understands the complications and increase in volume we have seen over the past year and the additional obstacles with COVID, I have been patient and attempted to resolve these issues on my own. At this point, it is evident that Citizens Bank is not only OK with violating TRID laws with disclosures, but they certainly could care less about the consumer. From my seat and someone that believes keeping our industry filled with individuals of the highest integrity, this is completely unacceptable.
CFPB needs to look into the practices of Citizens Bank and ensure other consumers do not face situations like this. I have the luxury of knowing the ins and outs of the industry since I have been a part of it for nearly two decades. The average consumer is not going to understand how to address issues and is going to have very negative impacts both financially and with their housing with this type of experience.
Lastly, I can fully assure you that there is absolutely no issues with my qualifications that would be a cause for any sort of delay on the lending side. My wife and I have flawless credit, assets necessary for the transaction and our debt-to-income ratios are incredibly low with all the necessary requirements for employment history, including long-term history of employment at the same employer. This is simply negligence on the side of the lender. I can provide any documentation necessary to support my feedback because I have it and it's organized.
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| 11/09/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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ALL EVIDENCE FOR MY COMPLAINT IS INCLUDED IN THE DOCUMENTS PROVIDED Update from Citizens Bank : I have contacted them numerous times over the past 3 months, and they said they cant help me because the case has already been closed and the money has been returned to XXXX XXXX ( XXXX XXXX XXXX ). They have provided letters of the case being cancelled and the money being returned which are attached. They said they couldnt do anything further. They dont know what withdrawing the case means. They advised they had done everything they could, and I reached out to XXXX XXXX XXXX. I even requested that they speak to each other, but they wont do it.
Update from XXXX XXXX XXXX : They contacted me after my first complaint and advised that the system is automated and that the case needs to be withdrawn. In the letter it even shows that I have returned the money, and they agree that the money has been returned. They advised I reach out to my bank again. Other than that, there is nothing I can do. This whole withdrawing the case doesnt make sense. I am not the only person that is dealing with this. How can we cancel the claim and return the money and still be in this same situation. You can see the articles below. Please see the letter I have attached that they sent over as well.
I am just trying to get my account fixed. How can you follow everything, and they tell you Well too bad the system is built like this. There must be someone that can resolve this. All I can do is file a complaint and hope someone can MANUALLY override this decision because its made by a system.
I am complaining again because I am getting the worst response ever. No system is built that can never be changed. As an end user we are being screwed over and XXXX are a very common phone, and this should have better options than just permanently ban people. Especially after they are following everything to make sure the complaint is redacted and providing the proof. There is a lot of disconnect in customer support. I will continue to file reports because this is very unfair. Somone should be able to look at this and even the links I have included below. There are many people complaining and not getting any help. The customer service representatives are not at fault because thats what they are told to say by higher ups. Someone at XXXX XXXX should be able to resolve these issues. This is XXXX XXXX we are talking about. XXXX is a huge company, and you would think they would care about their consumers.
Back in XX/XX/2023, I filed a dispute with my bank ( Citizens Bank ) due to what I thought were fraudulent charges using XXXX XXXX. It turns out the transactions were legitimate and there was no issue. While the investigation was ongoing, my XXXX XXXX account was restricted ( which is to be expected ). However, my account never reverted to unrestricted once the dispute had closed ( in XX/XX/2023 ). Ive called support multiple times over the period of the past 3+ months and all they can tell me is that my bank needs to close/withdraw the dispute. My bank has done this in their systems ( in XX/XX/2023 ) and even went so far as to provide me with an official letter to send to XXXX XXXX XXXX saying that the case is closed. XXXX refuses to speak to my bank live and refuses to give me any instructions on how I can fix it. At this point Im out of ideas on how to get my account unrestricted.
https : XXXX https : XXXX https : XXXX https : XXXX
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| 01/11/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
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Web |
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XX/XX/XXXX I was sitting waiting to be seen as a walk-in at a COVID testing place located on XXXX mile and XXXX XXXX XXXX XXXX XXXX I was very sick while waiting and dosed off. As I was called for my test I noticed I didnt have my purse and didnt know where it was but I knew I had it before I dosed off. I got tested and called my bank and thats when I found out {$1500.00} was token out of my account and the funds were not available at all in my account. I did not have {$1500.00} in my account to cover those fraudulent activity but Citizens Bank allowed these transactions. I work at XXXX and my check of {$230.00} was also taken as part of the {$1500.00}. I have been contacting and made 3 claims with Citizens and they have denied me 3 times saying I am legible for these transactions because Ive had a recent bus accident on XX/XX/XXXX where I hit my head and my memory is not good because of accident so I have to write my account information like my bank pin on a small piece of paper in my wallet with my cards so I can remember it and be able to use my accounts freely and Citizens bank says Im accountable for this. Someone stole my purse while I had dosed off and coming to I didnt notice until my name was called for COVID testing. I had been in line for at least 6 hours waiting. I have been a loyal customer with Citizens for 3 years now since my bus accident in XXXX and I have never done any fraudulent acts or activities never and I definitely would not steal my own work check. I also was granted XXXX benefits through my job XXXX that was also taken from me from citizens bank for {$300.00} on XX/XX/XXXX. I explained to Citizens that money was put into place by my employer to help me get better because I was given a positive test and have been quarantining since I got a positive test on XX/XX/XXXX. Citizens didnt seem to care. I have not been able to buy my medicine to help cure my COVID which has led me to a continuance of my having COVID.. I took another test XX/XX/XXXX and it was still positive. Now I cant return to work yet because of this and Im in another quarantine and citizens will not release my COVID benefits and has added it to the negative balance of {$1500.00} stolen from my account saying now I owe {$1300.00}. The bank also adds {$37.00} every 2 days on my account making me hundreds of dollars owed for overdraft fees. I made a police report that day on XX/XX/XXXX soon as I noticed my purse gone and the Citizens Agent did not add it on my dispute claim which led to my first denial of claim. I asked them could they add it when I recalled Citizens XXXX and the agent said it was too late. Citizens agents ( some ) were very unprofessional and argumentative while handling my claims and I dont have {$1500.00} to pay them because they feel I shouldnt write my account information and pins on my cards or on small pieces of paper in my wallet even though I have memory issues and this is my way of remembering and not getting old and not needing my daughters to do my everyday tasks. Please help me to get my COVID benefits, my paycheck, and the rest of the monies stolen out of my account and also being taken away from me by Citizens and they know its COVID benefits put in my account by my employer to get better and they still took it and is going to take my next COVID benefits funds which will be deposited this Friday XX/XX/XXXX and I need those to quarantine. Please help me CFPB. Thank you.
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| 05/23/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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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
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| 09/13/2016 |
Yes |
- Bank account or service
- Other bank product/service
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- Making/receiving payments, sending money
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Web |
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The purpose of this correspondence is to lodge a formal complaint against Citizens Bank, N.A. I believe Citizens is condoning fraud and has refused to assist me in the return of funds deposited into an unknown account resulting from a XXXX XXXX transaction. XXXX is a service provided by Citizens that allows for the transfer of funds from XXXX bank account to another by using an email address, mobile, or bank account number.
On XXXX XXXX, I used this service to transfer funds to a friend using her mobile number. Surprisingly, the funds were never deposited into her account. Upon further investigation, we XXXX learned from XXXX XXXX that the funds were deposited into a XXXX XXXX account. I believe the error occurred because, according to XXXX XXXX, phone numbers are verified every two years. My friend has had her current mobile number for 1.5 years. We think the funds may have been deposited into the account of the person who previously had her mobile number which had a routing number associated with XXXX XXXX. Whatever happened, I do n't know but I 'm out {$200.00}. Further, it should not be left up to me alone to figure out. XXXX would think my bank would investigate and assist me in sorting the matter - NOT!!
XXXX XXXX suggested that I file a claim with Citizens Bank to have to the money returned to my account. I also spoke with customer service at XXXX XXXX who also suggested the same. Upon contacting Citizens and speaking to numerous customer service representatives via telephone, I was told by Citizens that I had to work directly with XXXX XXXX to resolve this matter and Citizens gave me the XXXX number for customer service. I found this counsel beyond insane as I have no authority to ask XXXX XXXX to do anything on my behalf ( especially since I am not a customer of XXXX XXXX ) nor do I have any understanding of the inner-workings of the banking industry to understand how to resolve this matter. When I contacted XXXX XXXX again, even they though it totally absurd and unprofessional that Citizens would have me call their bank for assistance! My friend also went to a XXXX XXXX branch and spoke to a customer service representative. Again, the advice was to have Citizens Bank file a claim.
After speaking to numerous customer services representatives via telephone at Citizens to no avail, I went to my local branch on XXXX XXXX in XXXX seeking resolution. At the branch location, I spoke with XXXX XXXX, Assistant Vice President and Branch Manager. XXXX XXXX told me she would look into the matter and follow-up. About one week later, XXXX XXXX called me and explained that I needed to call XXXX XXXX to resolve the issue. Again, I explained to XXXX XXXX that XXXX XXXX made it very clear that they would not address the matter until XXXX Bank filed a claim. Since that conversation, I 've left several messages for XXXX XXXX as well as followed-up with an email. To date, I 've not been given the courtesy of a return phone call nor any follow-up correspondence. It is apparent that XXXX refuses to assist me in resolving this matter and seems not to have a basic protocol in place to deal with this type of issue. Basically, it 's been swept under a rug! XXXX is condoning fraud, their indifference is offensive, {$200.00} of my money was deposited into an authorized account, and all of this is unacceptable!
I am hoping CFPB can assist in resolving this matter before I explore my legal options.
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| 06/16/2016 |
Yes |
- Consumer Loan
- Vehicle loan
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- Taking out the loan or lease
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Web |
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To : Citizens Bank XXXX Rhode Island ; XXXX XXXX I am filing a grievous with Citizens bank as follows : I am writing in to report everything that has transpired due to the incompetence of Citizens bank XXXX Rhode Island.
On XXXX XXXX when I went online to register my vehicle, I but was unable to do so. I than called the registration bureau and they advised me that my registration was under suspension, due to the title never being received for the new lien holder XXXX. I was completely unaware of it being suspended. I called XXXX and they informed me that Citizens never sent the title to them and had in turn lost my title. This is over a year ago that I had refinanced my vehicle XX/XX/XXXX this should have been taking care of long before now.
I called Citizens to find out why they never sent it and was informed by them after getting the run around and having to request to speak with a manager numerous times that they had mailed it, but to the incorrect address, therefore resulting in it becoming lost. I have been going back and forth with Citizens to have them send a release of lien to XXXX. My credit union did receive the Release of Lien last Friday, XXXX XXXX, however, was not signed leaving it Null and Void. XXXX called Citizens stating they received the release of lean in unsigned and was informed by Citizens it would be resent that day as a rush, which should have been received no later than Tuesday or Wednesday from what Citizens stated.
Citizens could n't just XXXX it instead sent it through regular XXXX Mail. It was never received in so again, I called Citizens back to find out where it was. They stated it was never mailed that XXXX XXXX wanted the title, which is incorrect. XXXX XXXX was aware they had lost the title and specifically requested the release of lien in which Citizens had sent, however, not signed! Citizens informed me it would be sent out again and XXXX XXXX and should receive it by XXXX XXXX. I just received a call from XXXX that they will not get it until Friday XXXX XXXX. This should have been received months XX/XX/XXXX. This has completely disrupted my entire life, it has disrupted my employment having to alter my work schedule which they were not happy about just so I could get ride.
I had plans XXXX weekend with my girls and had to cancel them due to the incompetence of Citizens bank. I had to reschedule a doctor 's appointments, and depend on everyone to help in even getting to the grocery store or anywhere I needed to go. I had plans once again to go camping this weekend and again I had to cancel it due to not knowing whether it would actually come this time.
Having your vehicle is your independence and because the incompetent behaviors of Citizens bank they have literally upset my entire being. I am extremely upset ( distraught ) there is absolutely no need of Citizens getting away with playing with their customers lives like this, it is extremely unprofessional as a Financial Institution. From the first time of myself or XXXX calling this should have been expedited, however, was not. This all would of not transpired had RBS got the address correct when mailing the title XX/XX/XXXX therefore places them responsible for my loss.
" No amount of money will get that back for the loss my family has had throughout this nightmare. '' ** I have a Statement from XXXX that I can send Via : email with more details of what transpired.
Sincerely, XXXX XXXX
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| 10/11/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On the morning of XX/XX/23 I went to my credit union to withdrawal cash to deposit into my Citizens Bank account to pay my rent online. I got to the drive up ATM around XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, PA before branch hours due to me having to be to work by a certain time. I had {$1800.00} cash on me since my rent was {$1800.00}. I placed my atm card in the drive up atm and started my deposit with {$1100.00} and requested a receipt. Once the confirmation came up that {$1.00} was counted I selected add more cash. Once that happen I was about to put my cash in and the slot to insert more cash started glitching. I kept my remaining balance of {$670.00}. I waited for a receipt, but the ATM said transaction cancelled twice, and returned my card without receipt. The ATM did not provide a receipt as requested, nor did it return my cash. I stayed at the branch checked my mobile banklng and saw the deposit was not credited. I remained in the parking lot until the branch opened. When staff arrived I went inside and explained what happened. The teller, XXXX checked the ATM machine to see if cash was jammed, and it wasnt. XXXX informed me to call number on back of card and file a claim it was nothing they could do. I was told in the branch that this happened before to another client and she filed a claim and received a provisional credit the same day. That same day since it was my last bit of money for rent I called my mother and explained to he what happened. She offered for me to borrow money the same amount that was loss in the amt of {$1100.00} so I could pay my rent. My mother went to her bank withdrew that amount out, and drove to the branch and deposited cash in person. The same day as my claim they cancelled it saying I received credit already for the amount of {$1100.00}. Someone in claims is not doing their job, because that credit was from an in branch deposit my mom made for the same amount ( I have the receipt with the teller and transaction number ). Once I realized that I called again on XXXX and did another claim I was told by 3 different people they sent a re-review request with escalatioin, but everytime I call back nothing is updated in their system. I spoke with a supervisor ( name either XXXX or XXXX ) yesterday in customer service he claimed he was doing a new claim, and called back today fiind out once again nothing happened. I nice representative today named XXXX assisted me and realized after looking at my notes and agreed each representative did not do the notes correctly, which has caused me to be inconvenienced of my money that I worked hard for, and I also need to pay my money back to my mom. XXXX stated he requested a new re-review and added the notes about my mother 's deposit not having anything to do with the atm deposit. This is completely unethical that I have to go through all of these hoops and loops to get my money back, and I honeslty feel like I have been treated so unfair during this whole process. I keep hearing my claims will be escalated, but nothing ever happens. Today is the XXXX, and if I did not borrow the money from my mom this whole mishap would have caused me to get an evicition notice when I had all my rent. I am requesting a credit to my account expeditously this is so unprofessional. Not one person from Citizens Bank has called for follow up, provide information to me, or requested anything from me very unprofessional.
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| 10/22/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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In XX/XX/XXXX I discovered that my checking account was hacked by someone named XXXX XXXX in Kentucky. When I found out about this I filed a report with the XXXX, MA police and met with Citizens Bank, who assured me that I would be fully reimbursed.
I filed well over 60 claims with the Fraud Department who handles both ACH and check payments. The Fraud Department reviewed my claims, admitted that fraud occurred but is only reimbursing me for the fraudulent ACH payments and not the fraudulent checks! Further, they said that I was at fault because : 1 ) I did not report the fraud within 30 days of the XX/XX/XXXX/XX/XX/XXXX statement and, 2 ) they usually don't review/catch fraudulent checks with a low amount - despite the fact that over {$11000.00} in fraudulent checks were written within days of each other in XX/XX/XXXX - totally uncharacteristic of my banking activity! In XX/XX/XXXX and XX/XX/XXXX, it was also clear that Citizens had some suspicions about my account because they denied three checks totaling {$5300.00} and reversed one ACH payment for {$2000.00} " Refer to Maker! '' However, they did not flag my account, notify me by phone or letter, or even freeze my account! Had they complied with this particular policy a lot of problems could have been avoided.
Citizens also said that they cashed the checks in good faith - even though : 1 ) the name on the checks was not mine, 2 ) the signature was not mine, 3 ) the address was not mine - and it was out of state, 4 ) the checks were written for uncharacteristically large amounts to several out of state companies, individuals and municipalities for payroll, light bills, taxes, etc., and 5 ) the checks had an obviously fake Citizens logo.
When I escalated this to the Office of the Chairman of Citizens Bank they said they would not do anything about it - policy is policy. This is despite the fact that I never received a copy of their policy - and even though I opened the account in XX/XX/XXXX - they do not even have a copy of my signature in their records!
Is it legal and/or within regulations for Citizens to admit that my account was hacked and reimburse me only for ACH fraud but not check fraud? Is it legal and/or within compliance/lawful for Citizens to follow some bank policies and not others? I would really appreciate your help as it appears to me that Citizens is not protecting me against undeniable fraud and instead, manipulating their policies, regulations and maybe even laws in their own best interests and not mine, as a consumer.
As of XX/XX/XXXX, Citizens has reimbursed me {$26000.00} in ACH payments and has an additional 14 ACH claims totaling {$6300.00} under review. I still have 8 fraudulent check claims totaling {$11000.00} that Citizens is denying reimbursing me for. You might be wondering why I didn't review my accounts within 30 days. My father passed away in XX/XX/XXXX, we buried him in XX/XX/XXXX and we would have celebrated his XXXX birthday in XX/XX/XXXX. The fraud occurred within one year of his death and as dad 's sole caregiver for 5 years prior to his death, I was grief stricken and preoccupied with trying to settle his estate and look for a job. I also thought with all of Citizen 's promises about fraud protection ( XX/XX/XXXX is Fraud Prevention month at Citizens! ), loyalty advertisements and the fact that I had been with them since I bought my first home in the XXXX, I was protected.
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| 08/16/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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I had overdrawn my bank account with XXXX Bank. Once I realized this, I made a deposit to my account then I contacted the bank, spoke with a representative and he assisted me with reversing the NSF fee that had been accessed to my account. At the end of our conversation I asked him was my account now current? He said XXXX you still owe {$1.00}. I thanked him for his assistance and I immediately drove to the ATM to make another deposit. I deposited {$20.00} at XXXX. And the ATM generated me a receipt stating that my balance was now a positive {$18.00}. Two days later I made a purchase at XXXX for {$17.00} because I was under the impression I had funds available in my account based on the receipt I had received from XXXX Bank 2 days prior. The next day after I made my purchase I go on the Citizens app I have downloaded on my phone to check my balance, and now my account is showing XXXX! I was so upset, did n't understand how my account could still be overdrawn when I had did everything I knew to do to bring it current. So on XXXX XXXX, 2016, I went into the XXXX XXXX, MI branch where I opened my account up to get some answers. XXXX of the employees tried to assist me, but I was informed that their branch Manager was on vacation and she was the only one that could assist me with my issue. She was suppose to return from Vacation on XXXX XXXX, and no one else could help me in her absence. Which in my opinion is TOTALLY UNACCEPTABLE! After I still had not heard from the branch Manager I decided to return to the branch for some answers on XXXX XXXX, 2016. She was out of the branch again on that day and the employees tried to contact her by phone and she said she would be available the next day if I wanted to come in to discuss my problem. Meanwhile based upon XXXX Bank policies and procedures my account was accessed an NSF of {$30.00} every 3 days my account stayed in Negative. So when I went into the branch on XXXX XXXX, 2016, XXXX was finally there. I explained to her my issue and she told me that any deposits made after XXXX do not post to your account until the next business day. Therefore, when I made my deposit since it was after XXXX. My account was accessed an extended over draft fee of {$30.00}. So when I made the {$20.00} deposit technically my account was still overdrawn because the deposit I made was not enough to cover it. So I asked her since I made the deposit after XXXX. Why does n't your system update after the XXXX if that 's your banks policy? She told me their banking system updates daily at XXXX XXXX. I then told her as a customer that 's contradictory to what the sign posted on the ATM, as well as what my receipt displayed. And to me that 's unacceptable! I 'm a customer and as a customer I can only go by their signs that they have as well as my XXXX Bank ATM receipt. If their signs that 's posted says their systems update at XXXX. Then that 's what their systems should be programmed to do. Not say XXXX, but technically they update XXXX. That 's totally misleading and unacceptable for a bank to have legal practices like this. And as a customer, I suffer as a result of this now my account is overdrawn XXXX which is TOTALLY UNFAIR! All of this could have been avoided if my original receipt would have reflected a negative balance. I could have made an additional deposit to bring my account current. So I could have avoided additional, non regulated banking fees.
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| 10/04/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Re : Citizens One Home Loans I have attempted to resolve a dispute with Citizens One Home Loans ( " Citizens '' ) to no avail. Here 's the background of the dispute. We had an outstanding mortgage loan balance of {$30000.00} which we sent a check in XXXX that Citizens cashed on XXXX XXXX, 2016. I did n't realize that there was interest charge in arrears which would have been from XXXX XXXX through XXXX XXXX. I ultimately agreed with interest charge for this period. The dispute involves Citizens trying to charge me interest on the full amount of {$30000.00} subsequent Citizens cashing my check on XXXX XXXX, 2016. Below is a list of activities that occurred : I called Citizens on XXXX/XXXX/16 to resolve the variance in dispute. The Service Representative said she would research the issue and call me back the next day with the correct payoff amount. I would have made the payment over the phone.
I did n't receive a return call and therefore spoke to another customer representative on XXXX/XXXX/16 who stated that they did n't apply the check to the outstanding principal which violates Citizens policy which is " Additional funds received, if not specified, will be applied first to outstanding fees then to your principal. '' See Citizens document attached to my letter dated XXXX XXXX, 2016. I stated that they should not charge interest past XXXX/XXXX/16. The rep indicated that 's the way they calculate interest. When I pushed back on the legality of this practice, the rep merely stated - we will continue to charge full daily interest of {$4.00} until the minor outstanding balance was received.
I was then referred to the Office XXXX and tried numerous times to call the office to resolve the dispute without a return call. Therefore, I calculated the correct interest amount and remitted a cashier check in the amount of {$180.00} along with the attached letter. I also asked numerous times for a copy of regulations that allow interest to be charged on paid off debt. Of course, they have not sent that yet.
Citizens in the meantime returned my check of {$30000.00}. Citizens then proceeded to have their collection department call me to collect on the delinquent payment and added another 30 days of interest to my bill. I was also informed that my {$180.00} check was being sent back.
On XXXX XXXX, 2016, I made the full payment request of {$30000.00} in protest requesting that the excess interest charges be remitted back to me. Attached is the letter I included with the payment in protest. I strongly believe I should n't be penalized with additional interest and strong arm collection efforts, for Citizens inability to correctly apply my original check to my outstanding balance.
I then received a notice today ( XXXX/XXXX/16 ) that my loan was in default for lack of payments for XXXX and XXXX.
I do n't believe Citizens practice is in conformance with regulations and it probably violates debt laws. I am requesting that your office investigate Citizens practice they have subjected me to and determine the appropriateness of the practice. Furthermore, an investigation should be conducted of other early paid off loans to determine if other consumers overpaid interest.
I have an excellent credit rating and do n't want Citizens to mess it up. I have never worked so hard to pay off debt. I am happy to discuss the specifics of the dispute with your office. Feel free to call me at XXXX.
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| 08/19/2015 |
Yes |
- Bank account or service
- Checking account
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- Using a debit or ATM card
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Web |
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Several times now I have had credit and debit cards cancelled and new numbers issued, with very little explanation or information given by the issuing agent. This has happened with Capital XXXX, a XXXX Debt card in the past year and multiple times with Citizens Bank XXXX Citizens XXXX.
To be specific for this complaint. Yesterday I tried to use my Citizens debit card to buy gas at a local station. The card was declined. The manager thought it was the processor on his gas pump and had me switch pumps. Card declined again. He had me come in to the store and he tried manually - card declined. Finally I pulled out a 20 % interest credit card not related to Citizens and paid for gas with that.
This morning I contacted Citizens and was told that my card was " flagged '' because of some sort of breach and used terms that were very generic like " suspicious activity. '' I have seen nothing on my statements or online account information ( I check my account online almost every day as a rule ) involving unauthorized charges. I was given a supervisor who worked with me to allow two charges to be reprocessed, but also told me my newspaper subscription attempt had been declined overnight, and contacting the newspaper to recharge would have been time consuming - she wanted to get me my new card " overnight. '' I asked WHO used my card or attempted to use it, and/or which company that I trusted with this information was breached or hacked. Even when I was given to a supervisor I was told Citizens had no information, that XXXX was the entity directing the card be cancelled and replaced. Before I hung up, I asked about another account with the bank and was told that THAT debit card - a second card with a second account - was ALSO " flagged '' to be replaced.
I contacted XXXX and was told that they could connect me to Citizens to explain how the cards were compromised. Citizens blames XXXX, XXXX blames Citizens and I ca n't learn the manner my account information was " compromised '' and in what way. I understand that hackers break into banks and vendors and steal numbers. I want to know WHICH bank or vendor was vulnerable. I believe it 's my right to know ; that if I am to be careful or cautious I have a right to know how this happened. Furthermore, if we are looking at patterns here, it will keep happening and when it does, I want to know when, who, and how.
I am asking that your agency direct XXXX or Citizens, XXXX responsible for my accounts, to give me this information. I believe there needs to be clear policy about these situations. As the person who is trusting these entities, I have a right to know when the trust is violated. I am providing you with scans of the two cards that were canceled. If you need my bank account numbers, I am happy to provide those numbers. I am also writing to my senators and congressman to ask them to consider some sort of legislation that provides us with the ability to access this information without spending hours on the phone and resorting to complaints.
I spoke with my AG 's office and their Division of Banks and was told that if it was a bank they regulated, I could file a complaint and the bank would then be compelled to give me the information. I hope the process is the same here.
I understand that the companies involved are concerned about their reputations, but as the consumer, I believe I have - or should have - the right to know.
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| 08/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/2020, I submitted my mortgage loan application to Citizens Bank, following the realtors instructions in charge of the property that interested me, located at XXXX XXXX XXXX, XXXX, RI XXXX. The realtor, XXXX XXXX, works at XXXX XXXX XXXX XXXX, and she sent me a link to apply for a loan at Citizens Bank. Once I had submitted my application, a few days after, I came into communication with XXXX XXXX, a loan officer at the Citizens. I felt pressured to pursue my mortgage loan with this bank since the realtor seemed to work with them only, and not for others. At some point, the loan officer requested total fidelity from my behalf ( I have email proof of it ), since I had informed him about some other loan offers with a lower rate that I had received.
I had to commit myself with Citizens and Mr. XXXX to work on getting a mortgage loan in order to secure the home that I wanted to purchase. After that, I received a pre closing disclosure showing a certain amount that did not match the actual amount that I had to bring for closing. This amount exceeded not only, but completely, my expectations, and also I had to urgently request a hardship withdrawal from my XXXX account, as I work as a XXXX XXXX at XXXX College in RI. I had to ask for some extra finance support from my family in XXXX as well.
I was informed by Mr. XXXX and Ms. XXXX that my attorney for closing was going to be Mr. XXXX XXXX, Ms. XXXX husband, and the same person who wrote the XXXX documents of the condo that I wanted to purchase. I asked later to change my attorney to prevent any conflict of interest, something that was taken with reluctancy by Mr. XXXX from Citizens.
The preliminary costs for closing, sent by Citizens Bank and signed on XX/XX/XXXX, were for the total amount of {$10000.00}, discounting the amount of {$5000.00} brought as a deposit, paid before and that went to an escrow account. In other words, after signing that pre closing agreement, I was obligated to bring the amount of {$5000.00}. However, on XX/XX/XXXX, I was informed, via phone call from Mr. XXXX XXXX, that I did not longer qualify for a certain Federal program, citing XXXX XXXX, and that I had to bring around {$5000.00} more for closing, just 10 days before this was scheduled.
I asked Mr. XXXX to send me the new Federal legislation on an email dated XX/XX/XXXX, but I did never receive a response from him.
I was completely annoyed by the situation, and financially affected, as I am a first time home buyer. Moreover, my purchase and sale agreement had set a date limit of XX/XX/XXXX, for closing, or my deposit would not have been reimbursed, subject to mortgage approval, which it was approved. In other words, I had no other options rather than following the bank new policies, no explanation given, and risking my deposit and the home that I wanted to purchase.
On XX/XX/2020, the initial date for closing, I received a closing disclosure, sent from my attorneys office, stating that the cash for closing was {$10000.00}. Once I arrived at their office, that amount was changed from the Citizens Bank, and it actually was valued {$9200.00}, excluding my {$5000.00} deposit.
As a costumer, I felt not only pressured, but also part of a very unfair treatment that must be corrected and sanctioned. I was grateful of Mr. XXXX for his hard work, as I expressed to him after closing, but I do not accept his unethical behavior.
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| 04/24/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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I have a checking account with citizens bank and the sent an email and a text with a URL to their website and explains their peace of mind checking. This is the URL link to their website. XXXX XXXX XXXX Sunday, XX/XX/XXXX I had a balance of {$.00}.
With that in mind on Sunday, XX/XX/XXXX the account was overdraft with a purchase of {$31.00} and there was one more purchase on Monday, XX/XX/XXXX in the amount of {$40.00}. Total of these two purchases is {$71.00}.
the, Citizens charges me a {$37.00} overdraft fee and to my disbelief and extended overdraft fee of {$30.00}. So, add the {$67.00} dollars to {$71.00}, and the {$0.00} you have a total of negative {$130.00}.
Ok, so on the Tuesday, XX/XX/XXXX, I deposited to my account, {$70.00} at XXXX and on XX/XX/XXXX at XXXX pm in the amount of {$3.00}. Total deposits at this point are XXXX.
Because there is not a branch location anywhere near me, I used XXXX XXXX to direct debit these deposits into my account. When I have done this in the past the amounts are available immediately to use and why I chose this method of deposit.
On, the XXXX of XXXX at XXXXXXXX XXXX I receive an email from Citizens stating ( going to type out email.
Hi XXXX, The current balance in your account ending in XXXX did not cover one or more transactions on XX/XX/XXXX, which has overdrawn your account by {$130.00}. Mistakes happen -- we know, we're people too! And we're ready to help.
With Citizens Peace of Mind, if you overdraw your account, you get extrea time to cover it. Then, we'll rebate any associated overdraft fees as if they never happened.
How much time do I have? You have until XXXXXXXX XXXX on XX/XX/XXXX to make an eligible deposit or transfer.
How much money do I need? You need to deposit or transfer enough funds to cover the overdraft, plus any new transactions such as automatic payment or debits due before the deadline.
END OF MAIN PORTION OF EMAIL.
So, the accounts of their own website and the email they sent, all I needed to deposit would be {$70.00}. I deposited the {$70.00} thinking that's all I had to deposit and then when reading that email, I immediately sent XXXX more dollars to cover the XXXX cents I was shy from covering this. So, in all reality I should have a balance of {$2.00}.
But no, here are a list of the fees they have charged : XX/XX/XXXX - {$37.00} overdraft fee XX/XX/XXXX - {$30.00} extended overdraft fee XX/XX/XXXX - {$37.00} overdraft fee XX/XX/XXXX - {$30.00} extended overdraft fee XX/XX/XXXX - {$30.00} extended overdraft fee {$160.00} in fees.
This is beyond ridiculous. I have called and called and talk to many representatives. The first problem is that all of these representatives are foreign and outsourced, so they don't get a thing i'm trying to say and keep trying to explain to me what's on their computer screen. That's all they see. They don't get that the computer can be wrong. I've called collections, which is where my account is now and the same result. They keep saying I needed to make XXXX dollars in deposits. That is not correct. I made the the deposits. They decide when and where these funds get place and do so in an order to make sure that their bank can make the most money on these out-of-control fees. On top of this they charged me and extended overdraft at the same time as the overdraft which I don't get that at all.
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| 09/29/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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I am writing once again to protest the possession of my stolen documents in your possession.
It would help tremendously if you would address each point specifically. Please read carefully - as you have misread and avoided responding intelligently in the past : Citizens Bank XXXX CB XXXX knowingly processed a loan using stolen documents.
XXXX XXXX, 2015 Letter from the Office of The Chairman XXXX XXXX XXXX confirms that the stolen documents were used : " Please note that the information provided does not negatively impact you financially as the documentation only provides proof that the taxes and insurance on the property are up to date. " 1. The information was n't " provided '' it was stolen.
2. CB ca n't use stolen documents then decide I am not impacted. That is not your role.
In the CB letters of XXXX XXXX and XXXX XXXX it is stated : " ..the documents that were provided to Bank were accepted in good faith by our customer prior to any correspondence from you ... '' 1. This is confusing, ~Your customer fraudulently obtained those documents from me. There was no good faith on his part. There was correspondence between us and it was for a very specific family court matter. Not once did he ask/suggest/verbalize that he wanted my documents for a loan he was securing for a property I have no interest in.
2. I believe you mean : The documents were accepted in good faith BY the Bank FROM our customer. ~ Your customer intentionally and fraudulently obtained those documents from me but I am willing to allow that you initially unknowingly accepted them. I would not correspond with CB PRIOR to you receiving the documents because I had no idea that they were given to you. ( Within one day! ) However, once I became aware my documents were in your possession, I contacted you immediately. CB was fully aware as they proceeded to process the loan that the documents they were using were stolen. CB was contacted well before funding the loan with XXXX XXXX in XXXX that the documents were stolen. That fails all claims to " good faith '' behavior.
In the letter of XXXX XXXX CB states : '' ..one of the most important responsibilities is the safekeeping of confidential information our customers have entrusted to us. " 1. I am not your customer ( I was a long time ago~ ) but I have been drawn into your customer base not by my choosing. If you respect privacy and confidential information, how can you in good conscience keep my stolen documents?
2. Another note on the 'safekeeping ' issues ... I am currently in possession of your current customers ' Buyers Authorization form with social security numbers, addresses, birthdates, and signatures. That does n't seem like a successful 'safekeeping '.
And finally, in your most recent note from the Office XXXX XXXX, CB STATES : '' You are not an authorized third party and we are unable to provide information or documents to you. " 1. Those are my documents - they have my name on them. I am not a third party. I am the party.
2. You have no authority to have my documents in your possession XXXX return them.
In your each of your letters you conclude with contact information and a seemingly sincere notation that hopes my concerns are satisfied. Your employees never call back. Never. My concerns are not satisfied. I want my documents back and I want the " XXXX loan '' financed with those documents terminated.
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| 04/27/2016 |
Yes |
- Consumer Loan
- Vehicle loan
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- Managing the loan or lease
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Web |
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In XXXX of XXXX I bought a new car. The dealer told me that I would be contacted by Citizen One ( then RBS Citizens ) about the exact amount of each monthly payment and about the exact date each payment would be due. Sometime shortly after that Citizen One sent me my first monthly billing statement. For the next 2 1/2 years Citizen One set a precedent and created an expectation by regularly sending me monthly billing statements. During that time I faithfully made each payment on time and, on several occasions, made monthly payments for several months in advance. For these reasons I relied on receiving my monthly billing statement from Citizen One to know the exact amount of and the exact due date of my next loan installment. In XXXX XXXX Citizen One suddenly and unexpectedly stopped sending me billing statements. I did n't notice ( I had been habituated by their monthly notices and I had been trained to think of sending a payment only after I was notified ) and, as a direct result of Citizen One 's failure to send a monthly billing statement, I was late with my XXXX payment. When their credit department contacted me I sent 2 months payments ( current + one month in advance ) and notified them that I had n't received a statement. Their customer service representative told me that I should have received a monthly billing statement, it was Citizen One 's policy to do so, verified my contact information ( which had n't changed ) and, under the circumstances, waived the {$20.00} fee I had been assessed for being late. She also assured me that I would start to receive monthly billing statements again. Unfortunately, I did not. Nor did I notice. As a result of that failure on the part of Citizen One I was again contacted in XXXX by their credit department that I was late again. I immediately made 2 months payments ( current + one month in advance ) and pled with their customer service department to please get a monthly billing statement to me. Mail it, fax it, e-mail it - I did n't care. Just get one to me. This time they promised to mail me a paper statement and e-mail me my reminders. To date I have n't received either. As a result I was late again in XXXX. I am not accusing Citizen One of intentionally withholding my monthly billing statements but I find it very suspicious that all of my other mail is delivered without incident. I am never - and I do mean never - late with any of my other bills. I also find it convenient ( and profitable ) that Citizen One gains from their own failure! They are now refusing to waive XXXX {$20.00} late fees. Something is very wrong on their end and it is entirely unfair that I am being penalized for not being sent a monthly billing statement which serves as notification that a loan payment in a specific amount is due. Furthermore, I should not be charged {$20.00} fees when my payment is late as a result of neglect or failure on Citizen One 's part to send me a monthly billing statement. I suspect that I am not the only customer of Citizen One with this problem. I have made exhaustive efforts to remedy this issue with the bank but they are intransigent and so I am filing this compliant to get this situation resolved and, on the principles of being fair and taking responsibility for their part in creating this problem, get the outstanding late fees waived and ensure delivery of a monthly billing statement.
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| 09/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX, I had XXXX XXXX with XXXX XXXX XXXX and multiple visits to the XXXX. My employment industry was directly affected by the COVID pandemic and initial shutdown. Our primary residence mortgage with Citizens Bank was placed in 90 day forbearance. We were advised by Citizens Bank that this would not be reported to the credit bureau and no late fees would be applied. Our next payment due date was set for XX/XX/XXXX.
Before XX/XX/XXXX, our forbearance was extended an additional 90 days to XXXX.
In XX/XX/XXXX, we started making our full monthly payments on the loan again and requested a loan modification for deferment of the 5 months of forbearance. ( see 1_CitizensStatement_XXXX ) We made an additional double payment in XX/XX/XXXX and another in XXXX. ( see 2_CitizensStatement_XXXX and 3_CitizensStatement_XXXX ) In XXXX of XXXX, we received deferment approval and were instructed to make our next payment prior to XX/XX/XXXX. This totaled 5 months ( XXXX, XXXX, XXXX, XXXX, XXXX of XXXX ) of payments that would be deferred to the loan maturity date and they would bring our mortgage current. ( See XXXX ) Since XX/XX/XXXX we have continued to make all monthly payments.
Starting on the XX/XX/XXXX statement, our payments stopped being applied to the loan balance and were instead placed in a Partial Payment ( Unapplied ) * Suspense Account. ( see XXXX ).
Since XX/XX/XXXX, Citizens Bank has still not brought the mortgage to current and instead placed each of our monthly payments into the Suspense Account now totaling {$20000.00}. ( see XXXX XXXX.
Starting XX/XX/XXXX we started reaching out to Citizens Bank Customer Service and Loss Mitigation departments to determine why the statements have not been corrected. We have contacted Citizens Bank on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX and XX/XX/XXXX. ( See XXXX ). Each time we have contacted them, they have stated they are working on system changes/updates to correct the situation and show we have been making timely payments. They have stated they are escalating and expediting multiple times. During a recent call with Citizens Bank we asked if they could CC us on the escalation, and they have explicitly stated they are not allowed.
It has now been 9 months and Citizens Bank has still not resolved the situation.
We are currently refinancing and need documentation to provide to underwriting. We have asked Citizens Bank to provide statements showing corrected current mortgage, and in the meantime, provide us documentation that they are correcting the situation. So far they have been unable to do so.
Due to Citizens Bank not resolving and providing corrected statements nor providing any documentation showing they are working on resolving, we have nothing to prove to our other bank for refinancing. This has prevented us from refinancing and negatively affected our credit report.
We are requesting that Citizens Bank correct our mortgage and defer the 5 months as approved, show our mortgage as current with corrected monthly statements, show that we have been making all payments to date on time, and correctly report this to all XXXX credit bureaus.
Please help. This situation and COVID has caused great stress on our family and we would greatly appreciate a resolution.
Thank you.
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| 07/22/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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|
Web |
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Citizens Bank Consumer Reporting Department XXXX XXXX XXXX XXXX, RI XXXX Subject : Dispute and Correction Request for Incorrect Information on My Consumer Report Dear Sir/Madam, I hope this letter finds you well. I am writing to address a serious concern regarding the reporting of inaccurate information on my consumer report by Citizens Bank. As a loyal customer, I have always valued the services provided by your bank and the importance you place on maintaining the accuracy of customer financial information.
Upon reviewing my consumer report, I have identified several discrepancies and errors that have been reported by Citizens Bank. These inaccuracies have had a significant impact on my creditworthiness and financial reputation. I have attached copies of my consumer report, highlighting the incorrect information, for your reference and review.
The following issues require your immediate attention and corrective action : 1. Incorrect Account Status : My consumer report indicates that one of my accounts with Citizens Bank is in default, despite the fact that I have consistently made timely payments and have no outstanding balances. This inaccurate account status has negatively affected my credit score and has created unnecessary financial hardship.
2. Erroneous Late Payments : There are several instances on my consumer report where late payments have been reported for accounts that have been consistently paid on time. These erroneous late payment entries have distorted my credit history and have caused substantial harm to my creditworthiness.
3. Inaccurate Balance Reporting : The reported balances on my consumer report do not align with the actual balances on my accounts. This discrepancy has led to confusion and misrepresentation of my financial standing, potentially impacting my ability to obtain credit or secure favorable terms.
I kindly request that you conduct a thorough investigation into these discrepancies and take immediate action to correct the inaccurate information on my consumer report. It is imperative that Citizens Bank ensures the accuracy, fairness, and integrity of the information reported to credit reporting agencies.
I also request that you provide me with written confirmation once the necessary corrections have been made and the accurate information has been reported to the credit reporting agencies.
I understand that errors can occur, but it is essential that Citizens Bank takes prompt and appropriate measures to rectify these inaccuracies. As a responsible customer, I have a legitimate expectation that the information reported on my consumer report is accurate and reflects my true financial standing.
Please be aware that under the Fair Credit Reporting Act ( FCRA ), consumers have the right to dispute incorrect information on their consumer reports. If the necessary corrections are not made within a reasonable timeframe, I may be compelled to exercise my rights under the FCRA to protect the accuracy of my consumer report.
I appreciate your immediate attention to this matter and your commitment to resolving these issues promptly. Should you require any further information or clarification, please do not hesitate to contact me at the phone number or email address provided above.
Thank you for your prompt assistance in rectifying this situation and ensuring the accuracy of my consumer report.
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| 06/25/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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Citizens Bank levied 3 overdraft fees against my checking account on XX/XX/2021 ; they were {$37.00} each, for a total of {$110.00}.
My actual balance, in terms of completed/posted transactions, was NEVER negative ( until the fees themselves, of course ). The eNotice for the overdraft lays out the rational, and it comes to the conclusion that I overdrafted because of temporary authorizations. Technically other transactions are accused of being the overdrafted ones, but again, the posted balance was never negative, so the 'negative ' temporary balance was calculated by including these temporary authorizations. These temporary authorizations never completed - they completely dropped off ( 1 business day later, conveniently .... for the bank, that is ... ) ). I knew they would drop off because I had not authorized any such payments to be made. If they HAD completed, I would have demanded a refund because, again, I had not authorized any payments to be made.
I called and explained the situation, and the first low-level rep I spoke with was understanding but unable to help me because of the system. I asked to be escalated to a supervisor, who also could not help me ; he was not sympathetic and defended this practice of the bank.
Every level of the system is set up to incur the maximum number of overdraft fees. There are multiple issues outside the scope of this particular case - the way the bank cynically re-sorts transactions in order to maximize the number of discrete transactions it can accuse you of 'overdrafting ' on, the disparate ways incoming and outgoing transactions are handled, etc.
But most relevant to this specific case is the absurd way pending transactions are handled. I am not in control of pending transactions - various merchants are authorization-happy and make ridiculous authorization checks whenever they feel like. I have no insight into when such an authorization check will be made, nor can I cancel an authorization once it has been made. I can't even see what date it will expire on! The particular authorizations in this case were made on XX/XX/XXXX and somehow lasted until XX/XX/XXXX! I don't think even the merchant can be blamed for that length of time ; that is the fault of Citizens Bank. So the bank gets to say that temporary authorizations count against my balance, and the bank gets to determine how long the temporary authorizations last ( and keep this information secret ), and the bank gets to charge me overdraft fees on the basis of how they've secretly determined temporary authorizations work? I understand the first part - you can't allow infinite temporary authorizations because of the obvious potential for problems. But the latter two are completely unfair to the consumer. You can't even plan without information on when temporary authorizations will drop off, and I can't see any scenario in which uncompleted authorizations should participate in triggering an overdraft fee. If they complete and cause a negative balance, THAT is when you've overdrafted. Not when an imaginary number that has little correlation with what money is actually coming into or leaving your account is transiently negative, an imaginary number that the bank has full control over and demonstrably applies cynical algorithms to in order to maximize the number of fees they can extort from the financially struggling.
|
| 01/03/2017 |
Yes |
- Bank account or service
- Checking account
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- Making/receiving payments, sending money
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Web |
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On Wednesday XX/XX/2016 around XXXX, I deposited a check worth {$2800.00} at citizens bank XXXX XXXX XXXX, XXXX XXXX. I deposited this check because i made an agreed transaction with someone from craigslist to purchase my car. On XX/XX/2016 after i deposited the check, i called the bank and asked when the check will be clear and they told me the check would clear XX/XX/2016, but to make sure my balance was labeled available balance and not current balance because there is a difference. On XX/XX/2016, I seen through my mobile banking and i called citizens, and Citizens confirmed the {$2800.00} check was available. Because of this, I believed the check was ok, and i could withdraw the funds of {$1900.00} and return the funds to the purchaser to pick up the car. When i went into the branch in XXXX, XXXX on XXXX XXXX XX/XX/2016 because I was concerned about the check, one of the Citizens bank consultants, after looking at my account, told me it was overdrawn by - {$1700.00}. This is an issue for me because i contacted the bank and they said i would have no problem. the second issue is that previously depositing checks through Citizens bank they have held the checks for at least two days to make sure that the funds are in the account to withdraw. I know this because Citizens explained this to me because I make online purchases. For an example, when purchasing an item online the bank will make sure the funds are in the account before withdrawing the funds to the company where you purchased the item, This was specifically explained to me, so i do n't understand why the same process and protocol did n't take place with the check worth {$2800.00}. Because of this fraudulent check from XXXX in XXXX, I have made a police report with the XXXX, XXXX police department report # XXXX, and the police officer I am working with is also working with XXXX in XXXX, XXXX XXXX XXXX XXXX for camera footage where the {$1900.00} was sent, and has contacted signature bank of the fraudulent check. With my account going $ XXXX, I have tried calling the bank so they can work with me in this situation. In the technical support department at Citizens has also relayed to me because I do n't have a fraudulent history with them they have the option of reimbursing me, but calling them back to back no one really knowing what my options are, all the representatives just kept saying I will be responsible and would have to pay all of the money back. So therefore they never sent me to anyone with a manager or higher title to tell me about my specific situation. This is very hard for me because i am the victim and i am also only a student. Doing my do diligence, I have came across that once the bank begins their fraud investigation and see that the situation was fraud they would reimburse me my money that I had in the bank before this situation happened, Which was {$620.00}. I believe the bank is not trying to charge the actual person responsible and wants to put this responsibility and obligation on me. Citizens bank has also told me i have less than 60 days to pay it, which is {$900.00} for the next two months, and this is what they consider working with me. This is the only protocol they have for anyone in this situation. It does n't matter age, income or police report. Citizens also told me they were going to give me a bad banking history for five years.
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| 12/12/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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In XX/XX/2014 I opened a checking account with Citizens Bank. I had several months of activity and then unfortunately, had some significant family issues and forgot about the account. The last transaction I initiated with this account was on XX/XX/2014. At this time, my balance was {$510.00}.
Because there were no deposits made into the account, Citizens charged my account a " Monthly Maintenance Fee '' of $ XXXX/ each month. Since XX/XX/2014, my once robust account balance has been totally depleted and I am now in a negative balance.
I have not received any paper or electronic statements about this account in the last 4 years. In fact, I totally forgot about the account until I received an overdraft notice in early XXXX. When I received it, I called the Customer Service number and explained the situation. The woman I spoke with was extremely helpful and reversed several of the fees to bring my account out of a negative balance. She then said that she wished that she could reverse them all, but she was not able to from the call center. She then encouraged me to go into a branch where they could do this for me, and fully resolve the issue.
Since I work full-time out of the area, I am not able to easily get to a full service branch ( where I needed to go ). I was finally able to get to the XXXX branch on XXXX XXXX. I spoke with XXXX XXXX who also consulted with XXXX, the Asst Mgr/Head Teller. They were able to reverse several fees but needed the approval of the Branch manager XXXX XXXX to do more. Ms XXXX was on vacation, but XXXX emailed her as I was sitting there and assured me that she would be in touch the following Monday when she returned from vacation and would resolve the issue for me. I spent a significant amount of time in the branch as XXXX researched and then documented our conversation. In all, I spent well over an hour in the branch as this was being " resolved ''.
The following week, I did not hear from Ms XXXX or anyone from the branch. I called several times to try to reach her, but she was never available to speak. I also emailed her several times. I then called again later in the week and spoke with XXXX. He said that he would email XXXX again and she would call me Monday. On Monday, I emailed the branch manager again and also called her with no response. I then emailed and called her again today ( Wednesday ) looking for a resolution.
I have now spent HOURS on something that I was told should be an easy remedy. Since there was no account owner activity in the account, it should have been made dormant. At the very least, someone should have notified me of what was happening. The fact that I did not receive any communications from the bank about my account is unacceptable.
Not only am I upset that my account was not made dormant when there were no account owner activity, but it has been amplified by the lack of respect and response that I have received from the branch. Plus, the last notification that I just received said that my information was being turned over to a collections company due to the overdraft fees not being paid. This was supposedly done, several times.
I am really hoping that someone can help me resolve this issue, and prevent this from happening to someone else. The fact that my calls and emails have been ignored for over 3 weeks is extremely upsetting.
Thank you!
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| 01/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
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RE : Citizens Bank XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX On XX/XX/XXXX, while working at my computer, I was suddenly disrupted by someone who had literally commandeered my computer posing as a XXXX Technician stating that my XXXXXXXX XXXX XXXX needed updating. As a result of MY error in believing this, I am currently in debt to Citizens Bank XXXX XXXX for {$400.00} for XXXX XXXX Gift Cards which I am paying back on a monthly basis. As this was a purchase of gift cards that I made, I am fully responsible for.
*Later that same day, I learned that attempts were made to access my XXXX account and purchase XXXX ( XXXX ) XXXX video games amounting to {$75.00} each totaling {$300.00}. I did NOT order these! In XXXX, I had only XXXX orders through XXXX. There also seems to have been several attempts to Transfer Funds in order to make these and/or other purchases.
On XX/XX/XXXX, I telephoned the Fraud Department at Citizens XXXXXXXX XXXX to close the Credit Card as well as verbally submit a Fraud Complaint. ( I was given a case number to cover Both of the above mentioned purchases, ( {$700.00} ). ) I received a letter from Citizens Bank dated XX/XX/XXXX requesting additional information and verification. I then received a plain paper letter from Citizens Bank dated XX/XX/XXXX stating that the investigation concluded No Error. At this point, I telephoned Citizens and was told that the {$400.00} purchase of gift cards would be my responsibility due to seller/purchaser agreement of responsibility. As such, a new case number was given for the {$300.00} ; # XXXX. *Note : No written communication from Citizens has ever indicated a case number. ( The {$400.00} issue is no longer an open case. ) I received a letter dated XX/XX/XXXX from Citizens indicating that the {$300.00} would be credited to my account and would take XXXX billing cycles to consider the matter resolved. On XX/XX/XXXX and XX/XX/XXXX, I received XXXX emails from XXXX which make absolutely no sense.
So, I not only waited the XXXX Billing Periods, I waited XXXX billing periods! In that it became obvious that once again I would have to call Citizens. I called on XX/XX/XXXX and asked why the {$300.00} with interest wasnt put back into the account as stated in their letter of XX/XX/XXXX. Once Again, I was given the standard answer, Someone from Claims will get back to you in a day or XXXX. To date, I have not had any correspondence from Citizens written or verbal on this matter.
The month of XXXX, XXXX has proven to be just as uneventful in getting any sort of closure as the previous XXXX months have been. So, just as Ive done in the previous months, Ive called several times with questions regarding information they had sent via mail and received the standard answer : Someone from Claims will get back to you in a day or two. At NO time has anyone from Citizens ever called me!
I believe that I have rendered a very brief, but accurate account of the events. Please refer to the XXXX ( XXXX ) scanned documents have included with this narrative. I believe these documents to be the most pertinent to my issue. Please contact me if you have questions or require additional information. I am a senior citizen living ; a XXXX patient and will not let this issue be ignored. As such, I would truly appreciate any help you can offer. Thank you for your time.
XXXX XXXX
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| 07/21/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for a equity line of credit via Citizensbank, my bank. I submitted all the documents that they requested including my primary and secondary mortgage statements. I was told by a Citizensbank representative that if I ask for {$100000.00} or more, I can get a lower interest rate ; so I asked for {$100000.00}. I really needed {$60000.00}. I applied for the loan and provided the required documents. On XXXX XXXX, I was offered {$33000.00} line of credit. I inquired about a {$60000.00} offer and was told that the maximum that they can offer me was {$33000.00}. I accepted the {$33000.00} offer and I was told that I would have a closing within 1 or 2 business days. I did not hear anything after two business days. I called and left messages with my contact at Citizensbank and she all of a sudden stopped responding to my phone calls and text messages. I went to my local branch and spoke to the person who helped me initiate my equity line request. She spoke to someone from the Underwriting Department and I heard her say, " Did you guys tell her that? ". She told me that my contact person in Underwriting will call me. I did not receive a call. I had to call XXXX XXXX a few times. Finally, on XXXX XXXX, she called me saying that my loan offer was still on the table and that my file was sent back to Underwriting. I asked why, because I provided all the documents/ information that they needed and there is no new information and importantly, they had already made an offer of {$33000.00} which I accepted. She said that she would get back to me. She asked for information regarding my second mortgage.. I reminded her that that information was already provided with the initial packet. She then asked for the bankruptcy discharge. It seem that she was fishing for a reason for a denial. Thereafter, she got back to me and told me that the only way that they can offer me the line of credit is if I bring {$30000.00} to the closing. I told her that if I had {$30000.00} I probably would n't need a line of credit. I needed the line of credit to pay off my credit cards and do some repairs on my home. I owed a little over {$30000.00} in credit card debts. Her response was unless I bring {$30000.00} to the closing, I can not get a line of credit from Citizensbank. Subsequently, I received a denial in the mail citing my bankruptcy status and my debt to income ratio. All of this are information that they had previously when they offered me {$33000.00}. There was no new information submitted to cause Citizensbank to withdraw the {$33000.00} offer, which was accepted. No new documents were submitted. All the information remain the same. I feel that their offer of {$33000.00} and my acceptance of such should be legally binding given that all the information and documentation provided to Citizensbank has not changed from start to finish. This is a perfect example of unfair business practice and I feel that Citizensbank should honor the offer of {$33000.00} line of credit. Ciizensbank prides itself on helping its customers ; if this is the way they help their customers than this would be a great example of false advertisement and deceptive business practice. I have been a customer of Citizensbank for nearly 20 years. I am so disappointed in the way I have been treated. I have a different perspective of Citizensbank bank as result.
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| 02/18/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is to address that our mortgage company incorrectly reported us to the credit agencies as delinquent/past due on our mortgage.
XXXX XXXX XXXX XXXX purchased our mortgage from our initial lender. Our monthly mortgage payment is {$1000.00}. Our first mortgage payment was due XX/XX/XXXX.
On XX/XX/XXXX we paid {$1100.00} for the payment due XX/XX/XXXX.
On XX/XX/XXXX and XX/XX/XXXX we made 2 payments of {$550.00} for the payment due XX/XX/XXXX.
We received a bill that showed our partial payments were not applied to our mortgage. We called XX/XX/XXXX and asked Citizens One to apply our partial payments to the bill due XX/XX/XXXX. Citizens One agreed to this request.
On XX/XX/XXXX and XX/XX/XXXX we sent two payments of {$550.00} each for the payment due XX/XX/XXXX. We called Citizens One on XX/XX/XXXX to request that these payments be applied to our mortgage payment.
On XX/XX/XXXX we paid {$550.00} toward the bill due XX/XX/XXXX.
We called Citizens One on XX/XX/XXXX and XX/XX/XXXX to request the partial payments we had sent be applied to our mortgage payment.
Citizens One told us they would apply our payments to our mortgage. Instead, the collections department sent us two separate checks returning our money to us and telling us we were overdue on our bill.
We received a letter dated XX/XX/XXXX from collections department stating that they are returning {$600.00} pursuant to our telephone conversation however, the only conversation we had was us requesting these funds be applied to our mortgage payment.
We received a statement dated XX/XX/XXXX that shows {$2100.00} is due ( and {$550.00} we had sent previously is still unapplied to our mortgage payment ).
We received a letter dated dated XX/XX/XXXX from Citizens One stating that mortgage is past due and that Citizens One is returning another {$550.00} to us.
XX/XX/XXXX @ XXXX - We called Citizens One and spoke with XXXX , and explained the above situation. XXXX spoke to her manager before stating three things : 1 ) Citizens One would waive the late fee associated with the statement due XX/XX/XXXX. 2 ) Since we had to wait for the checks that were being sent back from Citizens One to clear before we could pay the {$2100.00} in full, we would have until XX/XX/XXXX to pay the {$2100.00} in full without being considered delinquent/past due. 3 ) Citizens One would also put a hold on our account and would not notify the credit monitoring companies as long as we paid the {$2100.00} in full by XX/XX/XXXX.
After receiving the 2 checks, we paid the {$2100.00} in full on XX/XX/XXXX. However, that same day we received another phone call from Citizens One ( as well as a statement dated XX/XX/XXXX ) stating that our account had been delinquent at least 33 days and that we had already been reported to the credit monitoring companies. When we asked about what we had been told on our conversation with XXXX and her supervisor on XX/XX/XXXX - we were told that Citizens One had no record of that conversation.
We understand that Citizens One has a policy where the we as borrowers must call in order to have partial payments applied. It is an outrageous policy, but we have been abiding by it and calling. However, Citizens One has ignored these requests and instead had returned our partial payments to us and then reported us as delinquent.
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| 02/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/XXXX, I logged onto my online banking account to view my mortgage that I have with Citizens Bank. I followed the link on their site that directs customers who have been impacted by the Covid-19 pandemic to request a mortgage forbearance. I created a profile on the XXXX XXXX XXXX and submitted a Request for Assistance ( RFA ) on the same day. I was under the impression that I would be receiving communication within a week or so regarding next steps. I never received that, but reached out via online banking messaging near the end of XXXX to validate that I was enrolled in the forbearance plan ( I am currently unable to provide. Via a message response, I was instructed to contact loss mitigation at XXXX. I waited until XXXX to see if my autopayment was stopped, as in forbearance, that would be the case. However, the payment was debited, I called XXXX XXXX on XX/XX/XXXX at XXXX EST and spoke to a representative who stated she had no record of my RFA. At that point, she said she would enroll me at that time, but that I should cancel my auto-debit just to be safe. Another XXXX months went by, and having stopped auto-payment, I thought everything was finally set up appropriately. Then, I received a bill stating my account was delinquent and that I was responsible for paying the last XXXX months payments ( plus late fees ) immediately. I wrote back in via online messaging, and inquired as to whether this was just a formality that all homeowners receive while in forbearance. The response I received was that there was, once again, no record of me being in forbearance. I responded by giving them the details I have since provided in this complaint. On XX/XX/XXXX, I received a reply stating the appropriate code was used and it is unclear why the forbearance plan did not initiate. I was informed at this point that the code has been set again and a ticket has been submitted to the System Administrator to research the issue and provide guidance to get the forbearance plan initiated. They stated the would reach out by email to provide an update. I have not received such an email, but have been receiving almost daily solicitation calls from what appears to be a Citizens number XXXX. When searching this number online, I saw nothing but complaints, so I determined to wait for the email response I was promised. Additionally, this number never left a VM until the day of this writing, XX/XX/XXXX. Another month went by and there had been no email communication from XXXX XXXX, so once again I believed the issue resolved. I sent a message online stating I would like to extend the plan for more time, but was told I would have to call XXXX XXXX to do that. I called XXXX XXXX at XXXX EST on XX/XX/XXXX and was once again told that my account had never been put into forbearance! The man on the call stated he would need to put it in manually ( not sure what that meant ). I asked for verification of some sort be provided to me but he stated he could not do that and instead requested I call back in a few days to validate. It appears the number I received today, XXXX, which seems to be legitimate. However, at this point, I would prefer this to be resolved without me involved because there has been entirely too much stress, unprofessionalism, and miscommunication for me to effectively communicate to the parties involved.
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| 11/12/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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XX/XX/XXXX I opened a checking account online with Citizens Bank using promotional code XXXX. The code offered a {$150.00} bonus if the following terms were met : '' You must open your first new personal checking account between XXXX/XXXX/2015 and XXXX/XXXX/2015. Primary signer on the new checking account may not be or have been a primary or secondary signer on any personal checking account within the previous six months. Offer may be withdrawn without notice and can not be combined with any other checking offer. Offer only available to the person who receives this email, and the new account must be open and in good standing to qualify for this offer.
To earn the {$150.00} bonus, in addition to making an opening deposit ( minimum account opening balance varies ), make any additional deposit to your new checking account within 45 days of opening your new checking account OR make a minimum of XXXX debit card payments or purchases that post and clear your new checking account within 45 days of opening your new checking account. Qualified debit card payments and purchases include signature and PIN based debit transactions through a third party web site and in person directly at a merchant. Online Bill Payments and ATM transactions do not qualify.
Bonus will be deposited into your qualifying checking account within 145 days of opening your new checking account and will be labeled as " Balance Builder Bonus. '' One bonus per customer. Bonus will be reported to the IRS. " My opening deposit was completed on XX/XX/XXXX and my additional deposit was completed the following day. In XX/XX/XXXX I sent the bank an email using their secure messaging system about the timing of my bonus and received the following response : Dear XXXX XXXX, Thank you for your inquiry regarding a promotional offer. It is our pleasure to respond to your inquiry. If you are referring to the offer in which, {$150.00} will be granted for making an additional deposit after the opening deposit or by making XXXX qualifying debit card payments or purchases, qualifying accounts will be credited by XX/XX/2015. The qualifications are as follows : Open a first new personal checking account between XX/XX/2015 and XX/XX/2015. To earn the {$150.00} new checking bonus, in addition to making an opening deposit ( minimum account opening balance varies ), make any additional deposit to your new checking account by XX/XX/2015 or make a minimum of XXXX qualifying debit card payments or purchases that post to and clear your new checking account by XX/XX/2015. Qualified debit card payments and purchases include signature and PIN-based debit transactions through a third-party website and in person directly at a merchant. Online Bill Payments and ATM transactions do not qualify.
When XX/XX/XXXX came and went without my bonus being received I called customer service and was advised it would be in my account XX/XX/XXXX. When this did not take place either I called back and the representative transferred me to the Fraud Investigations Department instead of the marketing department to assist me. At this point I hung up up the phone and sent several emails requesting the bonus but to no avail. I am outraged at the fact that this bank thinks they can take advantage of consumers by not honoring their promotional offers and request an immediate resolution.
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| 05/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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To Whom It May Concern.
My situation revolves around the recent COVID-19 pandemic, and the economic impact it has had on everything and everyone.
Being XXXX is difficult enough, but on XX/XX/2020, I received notice from my major client, and source of 90 % of my income, that all work was stopped. With that event, I started the process of filing for unemployment benefits. It took weeks to get online with the North Carolina Department of Commerce, to apply for unemployment benefits. Once I finally was able to register my application for unemployment benefits, I have been held in limbo with their review process because I am sXXXX.
Being XXXX I do not fit the cookie-cutter application for benefits. And, even though I submitted supporting documents proving that I am XXXX, along with a copy of the letter from the client and the XXXX form showing what they paid ( {$120000.00} ) me last year, they have determined that I had insufficient income during the year. I have filed an appeal and a letter of protest with the NCDC, and still waiting for a response. So, I am not receiving any benefits or support at this time. I am also waiting to receive the stimulus check from the government. So, I have generated little to no income over the past 8 weeks. But, this is not the focus of my complaint.
Then, to add to the stress level, my wife is a XXXX XXXX working at a local XXXX XXXX office. She is working on the front line of this pandemic and has recently been XXXX to a XXXX that may have the XXXX. We are currently waiting on test results.
MY COMPLAINT IS WITH CITIZENS ONE HOME LOANS.
In late XXXX, we were notified by Franklin American Mortgage Company, that they sold our mortgage papers to Citizens One Home Loan. This transfer of mortgage papers is not unusual. It is done all the time. However, had my mortgage papers not been sold, I would be able to apply for " 90 days deferment of payments '' with Franklin American Mortgage. Deferment of payments means that no payments have to be made for 90 days. It is understood that interest will accrue, and the life of the loan will be extended for another 90 days. This is certainly helpful with cash flow, and the lender does not lose money.
But, the new holder of my mortgage paper, Citizens One, only offers a " 90 day forbearance ''. Forbearance of payments means that no payments have to be made for 90 days. It is understood that interest will accrue, and the life of the loan WILL NOT be extended. At the end of 90 days, THEY WILL DEMAND FULL PAYMENT OF THE PAST 3 MONTHS, WITH INTEREST.
I have talked with representatives of Citizens One, and they expect full payment at the end of 90 days, as described above. If someone can not make the payment, they then offer to restructure the entire loan, or allow you to apply for a new loan to cover the shortfall. The problem with this approach is that it is another loan that you have to qualify for. How can anyone qualify to restructure a current loan, or get a new one, when you have no income?
In light of the economic impact that the pandemic has generated ; how does this company think forbearance is helpful to the average person? Every bank and lending institution that I know of, including credit card companies, are offering deferment.
Deferment may not be the final answer or solution. But, it is helpful.
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| 03/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Sir I would like to raise a formal complaint against Citizens ( XXXX XXXX XXXX, XXXX XXXX, VA XXXX ). The bank has acted negligently in not resolving its own internal error by incorrectly applying funds to an un-requested Escrow account ( instead of applying correctly to the principal & interest only account ). The error occurred in XX/XX/XXXX and since that date, despite numerous phone calls and attempts to resolve the error, Citizens have been unable to correct the error and have now issued multiple Loan delinquency notices ( XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX ) and in appropriately added late charges to the account.
Summary : The attached extract of the account activity shows that since the loan inception ( in XX/XX/XXXX ) a monthly principal & interest payment of {$2000.00} has been made. No Escrow account ( for real estate taxes ) was requested or provided as real estate taxes were paid directly.
In XX/XX/XXXX, Citizens incorrectly initiated an Escrow account and paid taxes on my behalf to the XXXX of XXXX MA, despite there being no taxes owing.
Citizens then sent a letter ( date XXXX XX/XX/XXXX ) stating this and notifying an increase in monthly payment to {$3100.00} ( {$2000.00} P & I plus {$1000.00} for XXXX ).
I called Citizens customer service and requested they correct this unwanted/unrequested Escrow. They informed me that as the payments had been made to the Town of XXXX ( putting the real estate taxes in credit ), I would have to pay Citizens {$6700.00} to close out the Escrow balance and revert my monthly payments to XXXX XXXX XXXX only of {$2000.00}.
As you can see from the attached transaction record, I made that additional payment on XXXX XX/XX/XXXX and was assured by Citizens XXXX XXXX XXXX id : XXXX ) that this would resolve the mistake.
However on the XXXX XX/XX/XXXX, Citizens AGAIN incorrectly established an Escrow account ( with a {$1900.00} balance ) despite there being {$0.00} real estate taxes owing ( in fact that account had been over-paid and had a credit being applied to the next quarters taxes not yet due! ) I again phoned Citizens and was past to multiple departments, eventually being told the ( {$6700.00} additional payment made had been " Misapplied '' by Citizens ( see attached transaction summary ..line XXXX XX/XX/XXXX ).
After escalation to a customer service Manager ( XXXX XXXX - XXXX XXXX XXXX ) Most recently, commencing XXXX XX/XX/XXXX Citizens are sending weekly loan delinquency notices. I have tried multiple times per day over multiple days to contact XXXX XXXX ( XXXX XXXX XXXX ) and left numerous voicemails to contact me to no avail.
I have also called Citizens customer service on numerous occasions and have been waiting on hold for hours as lines are constantly " busy with other customers ''.
Citizens negligence in resolving their mistake and despite my very best efforts ( multiple very long phone calls as Citizens refused to communicate via email, exasperated by hours on hold attempting to get thru to the Customer " service '' number ) has resulted in : a ) In correct Late charges being applied to the loan account b ) My Credit rating rating being negatively impacted c ) Loss of earnings as the huge amounts of time spent trying to sort Citizens error out d ) Emotional distress and worry on the impact of Delinquency notices
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| 01/13/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan servicing, payments, escrow account
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Web |
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I am writing to day to express my extreme displeasure with the Payoff Letter procedures at Citizens One. I refinanced my home XX/XX/XXXX and the payoff balance quoted by Citizens did not cover my entire loan balance when funds were received. All I want is my loan to be paid in full and not feel as though I have been cheated.
XX/XX/XXXX - request for a payoff letter received by Citizens One. The letter specifically stated Principal, interest, amount to pay off the loan, and fax fee ( {$15.00} ).
XXXX XXXX - Citizens pays Hazard insurance. Per my copy of the bill sent to Citizens the bill was dated XX/XX/XXXX. My policy was enforceable through XX/XX/XXXX.
XXXX XXXX - My husband and I close our new loan, closing was performed by a title company.
XXXX XXXX - funds are released due to the 3 day right of rescission period and holidays. We received our funds on this day.
XXXX XXXX - I contacted my insurance agent to see if my hazard insurance had been paid. They said no.
XXXX XXXX - I received a call from my agent the next day stating the insurance was paid.
XXXX XXXX - I tried to log into Citizens website but got locked out and discovered customer service department does not operate on weekends, no calls and no system support. I called the automated line and followed the menu to my current payment amount and was told that a payment of {$1100.00} was due as of XXXX XXXX, this amount is my normal payment plus the escrow shortage.
XXXX XXXX - I called Citizens and was told that they had been trying to reach the title company/closing agent but their calls had not been returned. I was never contacted. It was then explained to me that my payoff was short and that they were now charging interest on the difference. The customer service rep said she could not waive the interest but would escalate my complaint to a supervisor leaving me with the impression that the supervisor had the authority to waive the interest XXXX XXXX - On the morning of XX/XX/XXXX, a Supervisor returned my call, stated that I could ignore the collection call that I received ( I never received a collection call ) and that she could not waive the interest. I stated once again I would not pay interest on an escrow shortage and if it was necessary I would file a complaint with the Office of the President, OCC and CFPB. The supervisor seemed to key in on the CFPB organization and escalated my complaint to their Office of the Chairman.
XXXX XXXX - My auto payment of my mortgage went through for XXXX. I have not heard from the Office of the Chairman today, maybe tomorrow.
XXXX XXXX - I did not hear from the Office of the Chairman today. I checked on line my loan did not show it was paid in full.
XXXX XXXX - I pulled my loan up and found that Citizens applied my payment and payoff funds. Citizens also then charged me interest for XX/XX/XXXX ( XXXX ) and collected a {$15.00} fee for something. Just so everyone knows it is XXXX XX/XX/XXXX and I have not heard from anyone at Citizens.
If a payoff letter is good for 10 days then the bank should stand behind it or put proper internal controls in place to ensure that the borrower is notified when a subsequent transaction has taken place. Citizens One needs to enhance their operational controls so that the disclaimer on their payoff letter is not so one sided ( the Bank benefits ).
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| 10/04/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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On XX/XX/2018 I underwent an XXXX XXXX of my XXXX XXXX. I was out of work until XX/XX/2018 due to an inability to XXXX without XXXX, bear weight on my XXXX or drive. I have corresponding medical documentation that proves the surgical date and out of work period.
In late XX/XX/2018 I began reaching out to XXXX XXXX XXXX, my loan servicer to discuss options. Initially there was a discussion of options and I began to receive information about avoiding foreclosure.
I called in XX/XX/2018 and discussed loan modification and began sending paperwork in. I was told not to make a payment in the interim during the processing. I did however inform the customer service representative that I was back to work and could make a payment again I was advised against this. I had returned to work on XX/XX/XXXX.
During the process of data collection I was notified after all documents were submitted that new documentation need to be submitted. I asked to speak to those folks in loan modification as I felt I had submitted everything already. I was told by the customer service representative that I could not speak to anyone as that department did take phone calls and was told what to resubmit.
After this process taking over a month without an update on the status, negative credit reporting beginning to occur, and notices being received on my door I became fearful.
I called and asked for other options I was told about loan repayment plan in XXXX. I signed up for a loan repayment and began to make payments although they were over {$500.00} more than my monthly payment and I had apprehension that I could afford these.
On XXXX th of XXXX I was 10 days late for payment and the loan was severed. I was at no point notified about a late policy. When signing up for repayment plan nor was I notified once it was fractured. I was told I can apply for a forbearance. The application however will take 5 to 7 days to be received. I begged to make a payment that day so that I did not get further behind.
During this entire process I find as an educated person I have had significant difficulty understanding my options. I have been treated unfairly during this process as well as Ive spoken to customer service representatives over and over without any continuity. The answers and advice appear to vary with every conversation. I have been advised incorrectly in the beginning of this process causing me to get further behind in payments.
My most recent phone call today was downright abusive when I attempted to explain the situation again. Please listen back to the call it was abrasive.
I am trying to find an option to stay within my home and pay back the loan that I missed. Ive been trying my best to get caught up with payments and make my account current. I am working and want to pay my mortgage.
I am a single mother, working professional with XXXX kids, my student loans are over {$1000.00} a month amongst other payments that make my life paycheck to paycheck. Those 2 months at home were ones that financially injured me and I am trying to recover. It also during that time that required daily help as I could only XXXX on one XXXX and as described above could not drive or XXXX without additive device.
I hope this claim will be considered so I may work cooperatively with XXXX XXXX XXXX to get my account current.
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| 07/26/2021 |
Yes |
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- Trouble during payment process
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Web |
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My brother XXXX XXXX and I purchased this home using an FHA loan through CitizensOne ( Citizens Bank ) in XXXX of 2019. We always paid our mortgage on time, never missing or late to a single payment. When Covid19 hit, Citizens offered a forbearance program which allowed us to withhold our mortgage payments for a few months until business came back. We were skeptical about this ( due to having a balloon payment after the forbearance was over ), but Citizens promised us time and time again that there would be payment plans, this would not effect our credit, there would be no late fees, and we would not pile up interest.
After the forbearance program was over we fully paid everything back and caught back up on the loan. Although there were a lot of headaches and minor inconveniences during this process, for the most part everything was running smoothly until we decided to refinance through another institution ( XXXX XXXX XXXX ).
When XXXX and XXXX first started to gather info for our refinance ( XXXX of this year ), they asked for our FHA number which we did not know. We came to find out that Citizens hadn't sent our loan to HUD to get FHA backing before the forbearance period. Since they sent it to HUD during the forbearance period ( and not long beforehand like they should have ), HUD thought we were in default and did not give us FHA backing. Citizens promised us there would be no negative consequences to utilizing their forbearance program, so clearly they didn't properly explain the situation to HUD before sending them our loan. We were never sent a single document explaining this FHA situation, and it took us trying to refinance to figure out that Citizens has been pocketing our monthly Mortgage Insurance money ( and therefore our up front MIP payment as well ).
To make matters worse, we paid our XXXX mortgage payment of {$4700.00}, and then received a statement saying we have an overdue payment with late fees / interest. The money has clearly been pulled out of our account, and when we call, we get bounced around on the phone for HOURS. Someone told us that there was a check sent out to us because they rescinded the payment ( since we were refinancing ), but refused to give us any info on tracking the check. We then received a foreclosure statement from Citizens (? ) and when we called to ask about it, they told us they never actually did send out a check for our XXXX payment, and that we need to talk to a supervisor. When we agreed to talk to a supervisor about our situation, they said there were none available, and they would have to call us back within the next few business days. This has been a complete nightmare, and we feel like we have been heavily taken advantage of ( especially during a global pandemic ).
*EDIT* - Since typing this original draft, we told Citizens we would be submitting a complaint, and ended up getting the check for our XXXX payment. We still received foreclosure paperwork from them though ( even though we are already fully done with refinancing through XXXX XXXX XXXX, and Citizens loan was / is being paid off ). We are also disappointed in them pocketing our PMI, and would like this to be refunded to us since they never actually got us backed by FHA. This led to an enormous amount of time, energy, and resources trying to get refinanced as well.
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| 12/08/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I have never been so frustrated in my life with a company! I have a home equity loan with XXXX XXXX. Since its inception, it has been very difficult to make payments on this loan due to the fact that payments must be mailed in with a check or made made via a third party site they use which is very temperamental and does not always accept the information. If you call in to make the payment and do not have the full account number you are told they can not accept a payment without the full account number. They do not allow your identity to be authenticated via social security number, DOB etc.
I have moved 2 times since obtaining this HELOC. I was told on various occassions that the only way to update my address was to provide a written letter to them which contained my full account number, my social security number and a copy of my drivers license. I was very uncomfortable with this due to that being a lot of personal information to send via snail mail! Identity theft waiting to happen!
I have submitted 4 ( yes 4!!! ) auto-debit forms to them. Each time I called to see if it had been handled they would tell me it takes 4-6 weeks to process and then it was NEVER processed. I am an XXXX XXXX XXXX at a financial institution, I know it does not take 4-6 weeks to set this up!
I wrote 3 complaint letters to them and never heard back at all. I would love to know if these letters were added to the complaint log they are required to keep!
I recently moved again and do not have my full account number. Without that information, I was 1000 % unable to make my loan payment, even when I called in. I was told they could not take the payment. I explained the situation but it was to no avail. I finally started receiving my forwarded mail and went to make the payment online but their online system did not work each time I tried to make the payment. There were 3 attempts. I am sure there must be a way for this to be verified on their end.
My address has changed. My phone number has changed but unless I write a letter to them that contains all of the information needed to steal my identity, they will not update any of my information. I understand the importance of security and ensuring they meet regulatory requirements but this is overkill and results in their clients being unable to easily make loan payments to their loan.
I am now reported as being 30 days past due on my loan and this is simply unacceptable when I have tried on numerous occasions to make the payment to no avail. When they provide their response, I am sure that there defense will be that I have always paid later than the due date BUT that is due to the major roadblocks it takes to pay this bill. It 's insanity! There should be a better method for authenticating a customer so they can make a payment. It is unacceptable to turn them away and refuse to take their payment because they do not have their full account number. It almost seems like it is being done to encourage the collection of late fees. And what is the deal with the auto-draft never being set up???
I am truly at my wits end with them. I pay all my other bills on time. My last late payment with a company was in XXXX - yet here I am, being in a position where paying the bill has become so cumbersome, that I have to " schedule time '' just to try to make a payment.
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| 08/05/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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The following information represents a true and correct statement of facts as they pertain to a series of improper and unauthorized financial transactions by Citizens Bank , N.A. ( Citizens ) : - At no time did I open a Citizens account. However, I had been a customer of XXXX XXXX XXXX ( XXXX ) since XXXX after its acquisition of XXXX XXXX XXXX, and, until Citizens acquired XXXX XXXX XXXX XXXX in XX/XX/XXXX.
- Days prior to the acquisition, I paid off the balance of the over-draft protection on my XXXX account, and withdrew {$22000.00} from the checking account, which left a balance of {$180.00}.
- Late XX/XX/XXXX, in anticipation of the acquisition, I opened a checking account with XXXX XXXX ( XXXX ) ; my first transaction at XXXX was the deposit of the withdrawn amount.
- MidXXXX, I changed my direct deposits from XXXX to XXXX. Additionally, both by online procedure and by phone notification, I set up my automatic and manual payments with either the new XXXX debit card or bank account information.
- At no time did I make available, by online process or phone call, the Citizens account information ( i.e., new bank account number and routing number ) for electronic payments to merchants and service providers.
- At no time did I authorize Citizens to make payments to merchants and service providers on my behalf.
- Late XXXX, I contacted Citizens to request that they officially close the account and send me the remaining funds.
- It was at that time I was informed that the Citizens account was in a state of negative balance due to unauthorized payments made to XXXX XXXX XXXX ( XXXX ) ; penalties began to accrue on the account.
- Citizens negligently failed to notify me of the unauthorized payments, the resulting negative balance, status of an account that I thought was inactive, accruing penalties, etc.
- Early XX/XX/XXXX, and after Citizens admitted to unauthorized financial transactions, the bank, once again, made an unauthorized payment to XXXX.
- Several calls later, I was finally advised by a representative to speak to someone in the Office of the Chairman ; the representative submitted the request and said that I should receive a call within 48 hours to address this urgent matter.
- A month later, having not received a call from the Office of the ChairmaXXXX, I called the customer service number once again. This time, the representative, on a recorded line, offered to, herself, reverse the unauthorized payments, and put the balance back to {$180.00}. Once the process was completed, I could then close the account and I would receive the remaining funds. ( Please note : I was not contacted by the Office of the Chairman until four months later. ) - Subsequently, XXXX notified me that a couple of the payments were returned because of a request made by Citizens, and returned payment fees would be applied to the account.
- Citizens, who was not authorized to make payments to XXXX in the first place was, likewise, not authorized to request a return of the payments from XXXX.
- A XXXX representative informed me that when Citizens requested the return of payments, the reason the bank gave was that such payments had not been authorized ; thus Citizens inadvertently admitted to committing federal bank crimes that involved engaging in unauthorized financial transactions.
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| 06/27/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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I opened an online banking account with Citizens Bank in XXXX 2015 by transferring funds from my current bank account to the new account I set up with XXXX. A few days after the transfer was made I logged into my account and saw that my account was overdrawn for the amount of my deposit plus {$20.00}. I called up Customer service and was told that the account number at my bank did not exists. I provided the correct account number to Citizens Bank, but gave them the benefit of the doubt. I retransferred funds again from my account held with another banking institution. A week later I received another letter from the bank - which mentioned that they believe that the funds that were transferred will not be honoured and they have decided to close my account and will return funds to me. At this time the funds I transferred had already cleared my account and already received an ATM card and other documents welcoming me as a citizens bank customer. I did not activate the ATM card. The letter I received was quite demeaning. I called up the bank to let them know that this is indeed quite appaling to make a determination as such, especially since the funds had already cleared my account. At this time I was told that this was just a formality that the bnk sends out and it was a computer generated letter. I mentioned to the manager I spoke to at a supermarket branch that I do not want to have this account because I do not want to do business with a bank with such incompetence and poor operational due diligence. Once again, I reierated that I will like to close my account and the funds sent back to me. I was told that I will have to wait another XXXX days before they can close my account. I asked why this is the case since the funds had already cleared my account from a direct US banking institution and they already received funds that were good. The explanation was again- the term " it is a matter of formality ''. Meanwhile I have no online access to my account as it was prevented, I have no cheques, an ATM card that can not activated and no account number if I needs to speak with an online CSR. I can now only correspond with the Supermarket Branch manager because he remembers my frustrations with the bank and who now denies that I requested during our first conversation that I wanted my account closed.
A days after my original call, I received a statement from Citizens bank - my account was still opened ; my original deposit was now less a $ XXXX monthly fee which I did not agree to when I opened the account and another {$3.00} charged to my account to send out a physical statement. I once again called up Citizens Bank and spoke to the Supermarket Branch manager, whom I previously asked to close my account- I asked him why was n't my account closed as instructed. His response was that I received an explanation letter from the President of the company and they decided that there was no need to close my account. I do not have my account number, I do not have cheques, I do not have a valid ATM card and I can not access my account online. I am told if I do not have my account number there is nothing they can do to help me. There are no Branches close to my home. In the meantime, I am being charged {$10.00} every month for an account I can not use ; plus another {$3.00} for a statement.
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| 05/19/2016 |
Yes |
- Consumer Loan
- Vehicle loan
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- Problems when you are unable to pay
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Web |
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I have been requesting help from my financial institution since XXXX XXXX when my fianc was laid off from his job. I was told that I would need to make 12 payments before my account would be considered for assistance. I continued to make my payments and even more than the amount being requested to try and bring my car loan up to date. After experiencing XXXX deaths in my family and my fiance still not finding work the payments I was being required to make are becoming harder and harder to make, I called in XXXX and XXXX XXXX to request assistance. I was told to make another payment of at least {$310.00}, then call back. The specialist also asked me how many payments I was looking to defer, I stated that XXXX would be sufficient and if that could be done I would be able to get back on track. The specialist in this call stated that should n't be a problem and to call after I made the payment to make the arrangements. Although I was speaking with the support department, making payments and requesting help ( which was declined time and time again ) I would still every day receive collection calls on my cell phone, which I do not believe I ever provided permission for this place to do. So, after making the requested payment, I called and requested that two payments be deferred and then I should be all caught up and be able to provide timely payments. The new specialist said that they could only defer one payment. I explained that was not explained to me previously and the two payments is what I requested and discussed previously. The specialist said that 's not their policy and said they could defer one payment. although I was very upset with being lied to and not given all the information in the previous call I continued because I need any help I can receive. This specialist then asked a series of questions which I answered fully, at the end of the call it was explained to me that I would need to pay the interest from the payment, which this was not explained during any of the previous conversations or even when the specialist was explaining the payment deferral assistance. I was very irate at not being provided with all information, but because they give you no other choice I continued. I then was told it would be sent to a supervisor to review and a letter would be sent to me, this specialist told me time and time again that she did not see any reason why my request would be declined. ( this was not true ). I continued to receive calls from them but no voicemails or additional information. So, I called to follow up and was told my request is being declined because my account is 27 days past due!!!! The account is past due because I need help and that is the point of me contacting them. This was not previously explained would be an issue. I was told well if you make another payment then we can help you, I do n't have the money and this is what I was told so many times before and obviously is their bait and switch to get customers to make payments even if it means not being able to pay for food for themselves and family. I am completely disgusted by the way I am treated when I call and the lie after lie I am given. I am trying to do my best and keep up with this loan, but they are not helping me at all! I feel they are have very shady business practices and are harassing.
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| 11/20/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
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Web |
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In trying to transfer banks, I contacted my old bank, Citizens Bank, to get my money ( around {$23000.00}, I tried calling today, XX/XX/XXXX, to get the exact amount, but the rep told me to call back during normal business hours ) transferred to my new bank. The reason switched banks in the first place was because I had moved out of the area Citizens Bank services, so obviously that meant I couldn't visit any in-person location. And because the money to transfer was greater than {$10000.00}, I couldn't do online transfer either.
Because of that, I was told by a Citizens Bank representative on XX/XX/XXXX that the method for getting me my money would be 1 ) Citizens closing my account and 2 ) sending me a check in the mail that would come in 5-7 business days or so, that I could then cash at my new bank. However, the check never came ( and I have still not received my money to this day ).
Around 5-7 times, I called Citizens after the check was supposed to arrive ( but didn't ) to try to find out and fix whatever the issue was. Through this, I troubleshooted 1 ) an error in my address apartment number, and 2 ) an error with the name Citizens had on file for me ( which I had since changed, such that my mail center might have accidentally been sending mail back ) ( PLEASE NOTE, CITIZENS WILL HAVE A DIFFERENT NAME ON FILE THAN WHAT MY ACTUAL, CURRENT NAME IS. I NEVER BOTHERED TO UPDATE THEM, I JUST TOLD MY MAIL CENTER TO ACCEPT MAIL COMING IN FROM MY OLD LAST NAME ).
I also tried to get Citizens to just send me my money through wire transfer, but according to a rep it was " too hard '' or " not possible '' during a phone call on XX/XX/XXXX which lasted roughly 2.5 hours, because all of my information had already been deleted from the system. This rep tried to be helpful, and when they sent out the check again said I could call back in 2 days to get the tracking number of the new check being sent out in 7-10 business days. I subsequently called back on XX/XX/XXXX, only to be connected with a rep that said it was actually not possible for me to get a tracking number because Citizens doesn't have it.
However, even with these fixes, the check never came even with subsequent checks being mailed out ( I am still waiting on the latest check to be arrive, but I suspect it never will ).
I feel part of the issue is the lack of transparency and how little information is getting back to me. I don't understand what is going wrong, why it is going wrong, or what I can do to fix it. All I do is call back every 2 weeks to talk to a rep who tells me that what the *last* rep did was *completely* wrong, and *this time* the check will get to me.
The latest rep I talked to told me that luckily, the 1 check ( out of like 7 ) that *had* arrived hadn't been cashed, and gave me the tracking number for that one check, which had apparently arrived XX/XX/XXXX before getting sent back. But not only do I not know 1 ) what I would need to worry about if the check *was* cashed by some random stranger, I also don't know 2 ) what happened to the other 7 or so checks.
Mostly constantly calling Citizens has been a frustrating never-ending worthless chore that leads nowhere while XXXX max out a credit card I have the money to pay off but can't because all my money is stuck in limbo for no reason.
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| 10/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
Servicemember |
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XX/XX/XXXX I received a notice from my Mortgage company stating I had an escrow shortage of over {$3500.00}. I had just purchased the new home XX/XX/XXXX so their should not have been any issues. I called and asked questions no one could answer, asked for an account statement be sent to me. Upon receiving it I noticed right away that they sent me a disbursement check that put my escrow account in the negative. HOW could that happen? Why would the bank send me a check and say it was an overage in my account and clearly it was not, who is charge of flagging and correcting these issues? Now my account is negative and I see where the payments had to be made for my taxes for months. At no point in this time did I receive any notice or phone call from the bank. When I had called to inquire why I was receiving this check no said then I was in the negative, just that it was an overage. Now looking at this I am getting really upset because this clearly looks like some fishy stuff the bank is pulling on me. There was supposed to be a cushion in my escrow account where was that? Oh it was the money that they sent to me.
Their mistake caused me to go in the negative and mess my entire account up, they were even late paying my taxes. They made the miscalculations and reduced the amount they were taking for my property taxes.. its a new build community. I expect the taxes to go up not down. That was also another mistake I was made aware of. I feel they have a fiduciary duty to handle my account accurately and not cause damage, hardship, mental stress or for the consumer to lose their home. Now that I have this bill here is what they want to happen. An increase in the escrow amount, which went from them taking {$70.00} to now {$250.00}. The {$3500.00} I owe because they paid the taxes on my behalf instead of notifying me was going to be spread out over a year and about {$220.00} extra on the mortgage. So with the escrow going up and the shortage that would be almost {$500.00} extra on my mortgage. I am a single mother on a fixed income, no way I can afford that at all. I wouldn't have even gotten a loan if that's what my mortgage would have been. The bank would have turned me down, so why do they think I can pay it now? Predatory Lending comes to mind when I think of what they are doing and if they are doing it to other people. When I spoke to a Supervisor she said it was concerning, she had never seen anything like this before. My case was escalated to a higher office that would handle the investigation of what transpired with my account. I was contacted by someone from Citizens bank and told they would look into it. They did and determined they dropped the ball and made the mistake, said sorry but that's it. No explanation about why I was put in the negative, why I was not notified so I could handle paying it. No accountability at all. The best I was going to get was they will spread the payments out over 5 years.
This still is not the answer I wanted, too many mistakes were made at the beginning of this and no one is being held accountable for it but me, the person who did not make the mistake at all. The one person that could have lost their home due to the negligence of the bank. Because one thing is for certain, if I made errors I am held accountable. So why isnt the bank?
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| 07/30/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I opened a HELOC in XXXX with a high interest rate and roughly {$25000.00} credit line. I used the credit line on and off up to this past XXXX. I went to the XXXX, NY Citizens bank branch to open an estate account for my mother who had recently passed away. During that visit a banker looked into my own accounts to see if there were any options for me to improve my financial situation. I was offered a new HELOC with a lower interest rate and higher credit line. I was assured it would not significantly impact my credit score that was 780+ that day. I agreed to resign a new contract. Because of that I was offered a credit card through the bank. It would allow me 18 months of 0 % to reduce other debt. I also agreed to that card offer in understanding that my credit score would be minimally impacted. I had each account for XXXX month. In that time I hired a contractor to do some much needed work on my home. On XX/XX/XXXX I attempted to use my credit line to pay for the services the company provided. My HELOC had {$0.00} available. I contacted the XXXX number and spoke to a gentlemen that said my account was frozen most likely due to my credit score dropping, and I would get paperwork to request reactivation of my frozen account. I had absolutely no warning or chance to fix the issue they are suggesting. There was nothing else done in the short time frame that would lower my rate than adding the new accounts with Citizens, and using some credit that I pay off monthly. They lowered my credit score and then punished me at the same time. Not accepting of the Information I was provided on the phone I went to the XXXX office to speak directly to a banker. He ( XXXX, i said XXXX in the email but realized that was wrong ) spoke to someone that recommended I write a letter requesting my account be unfrozen and fax it to their office. I did this and it was faxed by the banker. He was very helpful in that moment and said I had to wait to hear more. With no other options I had to start finding money to give to the contractor. I took high interest cash advances off multiple credit cards that had a high fee and interest. This is now impacting my credit score immensely. I contacted the banker that signed with me for the HELOC via email so that I would have documentation. I recieved no response. I sent an email to verify the email was recieved and I got an automatic reply that the banker would be out of the office for 6-12 weeks and to contact the bank manager. I did just that. On XX/XX/XXXX I forwarded my email originally sent to the banker, to the manager at the XXXX office and explained why I needed her help. I have also not heard back from her. I am falling so far in debt because of the situation they put me in and they are doing nothing to help me. All I asked is to reopen my Credit line enough to pay the contractor until I could work with the bank to fix any issue that was attached to my account. I still have no reasoning for this happening other than a possibility it was my credit by a person on the phone. I had great credit for many years and it's gone. I have accrued interest and fees in the last week of more than {$1000.00}. I don't believe a bank should treat anyone this way. They are a financial crutch to lean on when there are questions. I've lost all trust in this bank.
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| 07/28/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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|
Web |
Older American |
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Hello, this is another attempt to get this issue resolved. I have been a member with Citizens Bank since it was changed from XXXX then switched over to Citizens Bank.
In XXXX of XXXX I attempted to order from XXXX XXXX and the message came up on my phone that I did not have the funds to order. I checked my account and saw that my account was overdrawn and that a check was paid for {$510.00}. I saw a picture of the check which looked suspicious to me because May was scribbled on the top of the check not Mays and a lot of stuff blacked out. I did not know how to screen shot at that time or I would have taken a picture of that ( I do now ). I thought I had been hacked so I called the Citizens bank and let them know. The bank gave me a reference/claim # XXXX. The next day I went into the bank and spoke with a representative XXXX XXXX, she suggested since we did not know if it was fraud or not to close that checking account and open another. I did that.
A few days later I received a letter from citizens bank stating that no error occurred for the transaction ( s ) dated XX/XX/XXXX. And that the transaction was authorized by me!
After receiving this letter I went back to the bank and spoke again with XXXX XXXX. She attempted to pull up my information and was not able to do so. I reminded her that I have a new account but, she said that she should still be able to pull up the old account. She was not able to do it she said I should call the XXXX XXXX XXXX XXXX at XXXX. I called that number and was never able to get through. I went back to the bank and let the representative know that I never got through. I spoke with the manager she asked XXXX XXXX to assist me and we stayed on the line until closing they still never answered that line! This is how the process started of me looking into how this happened. A {$510.00} unauthorized payment was sent to Medicare on XX/XX/XXXX from my account. I paid medicare in XXXX, XXXX and XXXX of XXXX and a payment was not due again until XXXX of XXXX so there is no way I would pay again and empty my account to do it. The last time I contacted this office I got a reply from Citizens bank stating that I added XXXX XXXX XXXX through the Citizens Online Banking Bill Pay platform on XX/XX/XXXX ( not disputing that ) What is in dispute is the payment of XX/XX/XXXX which the letter does not address! I believe it is because they ( bank ) doesn't even know why. According to Medicare whom I contacted they received all my payments the same way except for the one on XX/XX/XXXX. I don't know how or why the payment came out of my account but I did not authorize a payment in XXXX. The amount I paid Medicare was {$510.00} the payment that was paid in XXXX was not the same as I pay it was XXXX probably was some sort of glitch in the system I don't know but I would like for you to look into it and contact the Medicare people if necessary they can tell you that the payment in XXXX was not the same as the others. I would like that money put back into my account. Speaking of wrong information Please correct the information you have on me. My name is XXXX XXXX not XXXX and I am not and has never been in the US Navy? Don't know where that info came from which proves my point mistakes can be made!
Thank you for your consideration to this matter!
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| 10/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
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On XX/XX/XXXX, properties I own and rent ( a 2 unit duplex ) caught fire preventing tenants to remain living at my units. Unit 1 had a mortgage bal of $ XXXX and Unit 2 no mortgage so my insur co issued 2 separate cks which were received on XX/XX/XXXX ( the one for Unit 1 was pay to the order of my husband and a previous mtg servicer who sold the loan to bank I am submitting this complaint about ). So it took another week to have my insurer send a corrected ck payable to both my husband and the mortgage company ). I understand this is normal practice since the mortgagor has a $ XXXX interest in the property. The insur ck to be used to restore the unit is for {$91000.00}. In the week waiting for the new check, I researched the Insur Claim process with the company and decided I would be more conveniently served and able to restore my unit more quickly if it was paid off. I was informed by XXXX to send the insur ck once received to the insur claim dept in XXXX SC along with their mailed payoff quote and a separate letter requesting the insur claim ck to be applied to the outstanding balance and return the excess to me. The payoff letter was for XX/XX/XXXX ( although I did submit another mtg payment after the payoff quote ). My mailing was sent the same day I received the corrected ck and sent trackable. It was received by the company on XX/XX/XXXX. I was also tracking the status of my loan via website and their insur tracking text service ( which still on XX/XX/XXXX does not reflect the receipt of the insur claim ck ). So, on XX/XX/XXXX since the website showed no payoff and concerned about additional interest I would incurring - even though they had the funds since XX/XX/XXXX and did not apply it towards the loan until XXXX wired in $ XXXX. This amount ( the wired funds ) paid off the loan. So contact with the loan was now directed towards finding out how they can hold onto funds which were sent to protect their interest in the property when they no longer had an interest. If I called the customer service number, I was told the insurance dept had to handle this. If I called the insurance dept, I was bounced to the Payoff dept, the payoff dept was consulted by either the insurance dept or customer service dept and then I was told by XXXX that they had 20 days ... a vicious circle and erroneous information every time. I was told by Sue with the release would occur on XX/XX/XXXX. An earlier conversation ( with XXXX ) told me that since the loan was paid off, they have the 20 days and that I would receive the $ XXXX with the return of my escrow overage. Well, I got my escrow overage ck of {$890.00} which states it is a payment in full. This prompted an immediate call explaining I really needed to get my $ XXXX. Yesterday, XX/XX/XXXX I was told by XXXX that she would call me back by XXXX XXXX eastern to give me a status update. She was to find out if they can wire the funds to my acct ( although she did not ask for the bank acct info ) and let me know its status. It is almost XXXX et and still no call. This fiasco has cost me lots of stress-trying to complete repairs to both units when this company received all the funds for Unit 1 and $ XXXX wired funds on XX/XX/XXXX, leaving me only $ XXXX to do the repairs timely so I can get units re-rented BY XX/XX/XXXX.
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| 05/12/2020 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Fee problem
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Web |
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Several years back, I started to have problems with Citizens Bank.
First off, I keep money in banks as liquid emergency funds for various expenses, foreseen and unforeseen.
The interest rates are negligible, so, I don't pay much attention to the accounts - they are there, if and when I need them.
I started to notice that a particular account was decreasing in value.
Upon inquiry, I was told that the bank was now charging a fee for paper statements that are mailed to me.
I stopped having paper documents mailed to my home.
Also, anytime I came in to open an account or a CD, I was forced either to get a debit card as well, in the case of opening a new account ; or, a new account when I wanted to open a CD.
On one of these occasions when I was opening a new CD I was told to open an account, and, I opted to have no paper statements mailed to the home, since I knew from the previous incident that I would be charged.
We have accounts in two other banks and are not charged for these services.
Similar coercive and misleading practices have sparked investigations against other banks.
Some time went by and someone from my branch gave me a call to inform me that I have been charged {$25.00} a month, for 18 months, due to my account being " dormant ''.
I have never been compelled to interact with my accounts at other banks - I didn't even know that such a stipulation existed.
After pleading my case with the branch manager 6 months of fees were restored to my account on XX/XX/2020.
However, this is unacceptable.
In my opinion, this bank has basically stolen {$300.00} out of my account.
One of the employees said that she was trying to reach me concerning this matter but she never left a message.
I keep my phone off the hook because I am plagued by unwanted robo calls.
I just happened to have the phone on the hook because I was expecting an important call when the phone rang. When I answered, it was the representative from Citizens Bank.
So, I have representatives not leaving messages and I can not read statements that show the ongoing penalty.
I realize that I was able to read the statements on line but I refrain from that practice because my computer system is old and susceptible to security risk.
Security breaches have already happened on several occasions.
I don't do anything on line - I don't even pay utilities or credit card bills on line.
I only use the Internet for commerce in limited situations when purchasing something at XXXX or XXXX that I can not easily get at a local store.
I don't believe that Citizens Bank had the right to deduct and take away this money from my account.
This money belongs to me, and, this would be a non-issue if they didn't force me to open the account in the first place.
I have taken financial hits during the Covid-19 pandemic and I really need every XXXX of my own money.
I contacted Citizens Bank on Friday, XX/XX/2020, concerning this matter.
They told me that they would have someone contact me by the end of business day the following Tuesday.
For three days I kept my phone on the hook but did not receive a phone call from Citizens Bank, just solicitation from other sources.
Can you please help and investigate this matter so that I can have my money restored?
Thank you.
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| 04/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To whom it may concern, I would like to report a concerning event involving XXXX XXXX at Citizens Bank. I am a XXXX finishing XXXX this year and we inquired about a physicians loan. We were given a pre-approval letter for that loan, and with that information made an offer on a home after an extensive home search. I even called XXXX XXXX the day before to confirm the loan details.
After making the offer and putting down {$10000.00} in earnest money, we were informed by XXXX XXXX that I was not eligible for a physicians loan because I did not have 3 lines of credit, only one which we should have known upfront.
We were then told we could still get a loan but with PMI for the amount of the house with a 4.5 % interest rate and 5 % down-payment. I even spoke with him personally again as did my father who is an attorney and does home contracts.
Once he actually applied for the loan we were told we could only have a loan for XXXX. What followed was a dispute where the realtors offered us several horrible loan options and now we are getting our earnest money back. I would not like my name to be included if he finds out a complaint was made. We wasted countless hours searching for a home, damaged our credit score which was really challenging for me while working in the hospital caring for patients which resulted in serious damages to our time and well being. I have documentation of the emails and pre approval letters.I can forward the original emails if needed.
Evidence is below : 1. Original physicians loan : " Here is your pre approval letter attached. Credit score is great!! The rate as of today is 4.375 % on a 30 yr fixed. This rate could go up or down until it is locked. We do have any option to lock in the rate without a property. Once you start actively looking we can go over this or whenever you have time. I'm here with questions or concerns.
Have a great weekend!!
XXXX XXXX '' 2. Not eligible for physicians loan after offer, but gives other options " 30 yr fixed Fannie Mae Jumbo NO MI Rate 5.25 % Loan amount XXXX Principal and interest payment {$3400.00} 30 yr fixed XXXX XXXX Jumbo** 4.625 % ( .125 ) {$780.00} towards your cost Loan amount {$630000.00} XXXX principal and interest payment with MI {$190.00} will fall off the payment once you get to under 80 % LTV **XXXX loan will not be allowed because XXXX does not have enough active tradelines. He has 3 but only one is active. Please give me a call when you can. '' XXXX XXXX 3. Promises 4.5 % lock rate " Sure, you can lock it ... I can't reach XXXX ... I will discuss it once he gets home this evening ...
So which one are we locking for 4.5 %?
30 yr fixed Fannie Mae Jumbo NO MI Or 30 yr fixed Fannie Mae Jumbo* XXXX XXXX 4. Not eligible for anything close to what was offered.
" Good morning, We are having issues with the loan, tradelines, gift, reserves and loan amount. At his time with those issues we will not allow the 5 %, 10 % or even 20 % down. Our only option is a loan amount of {$450000.00}. Once we get to that loan amount we overcome the tradelines, liquid reserve issue and loan amount. If somehow we can get to that loan amount I can switch the program to a straight conventional loan amount. Im sorry for the bad news.
Please give me a call with questions, XXXX XXXX
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| 03/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My boyfriend and I were trying to purchase our first home. We have worked with XXXX banks during this process, XXXX being Citizens BankXXXXspecifically the moon branch XXXX at XXXXXXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX. They had the best program at first, we started setting everything up with them and planned to proceed. Our loan XXXX was XXXX XXXX. A few weeks went by and we put an offer in on a house, I had gathered cost sheets from XXXX and was liking what I was seeing. We proceeded with them, after our inspections were done my realtor sent over the sales agreement so XXXX can get everything to underwriting because we were closing in XXXX days. We put our offer in on XX/XX/XXXX and sent the agreement XXXX later on the XXXX. This is the first issue we had. I was looking at cost sheets that were sent over for me to sign and our monthly rate was up XXXX XXXX. Everything on the sheet was right except our rate. Our rate was XXXX XXXX instead of the initial XXXX XXXX it was on the original cost sheets. I was confused and XXXX explained to me that it was due to the period between purchase and agreement being sent over ( XXXX days ) that the rate went up the percent and it was my realtors fault not his. As I talked to my realtors about this issue they sent me information that the rates were never XXXX XXXX in the recent month-months... ..so I was bate and switched. After finally coming to terms that I was stuck now with this lender and rate we proceeded forward. I will also address that the communication between the lender and I was extremely poor. We would not hear anything for days at a time. Our emails, calls, and texts ignored. I continually would ask if we needed to be doing things or if there were any issues. XXXX days prior to closing while we were waiting for the okay to close we called XXXX to touch base. All of a sudden there was an issue with a student loan of mine. It was never brought to my attention like XXXX insisted that it was. It was also flagged at the beginning of the process as the XXXX of the branch told me when I called to complained, in her words " we knew this was going to be a problem from the start. '' XXXX, branch XXXX who had gotten involved twice over complaints told me they did everything they could for me but if I didn't pay the loan in whole I wouldn't be approved. I had said that other lenders did not have a problem with it since I pay monthly on the loan and since it was a conventional loan I was informed I did not have to pay it. Her response to that was, " you're not as smart as you think you are. '' I have had the worst experience with Citizens and I refuse to bank with them any further. I an now working with a different bank who has helped me tremendously. I still have not hear anything about my loan or my money from citizens which is extremely wrong. I was insulted and yelled at by a XXXX of a company-very unprofessional. And now I am stuck paying for services for a second time such as an appraisal, which I would like to be refunded for for my inconvenience. I almost lost my house that I had moves scheduled for and furniture to be delivered to. And I wasted XXXX days of my time trying to help citizens with whatever they needed me to. I would like compensated for my time and like I said the appraisal.
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| 07/06/2021 |
Yes |
- Debt collection
- Other debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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This is a continuation of my previous complaint that is in process of being permanently closed. Refer to CFPB Case Number XXXX Citizens Bank has responded in letter XX/XX/2021 which I only received During last week of XXXX ( they backdated their postsge meter and letter ) with a XX/XX/XXXX deadline to respond for payment. We agree on amount due {$2000.00} not {$4100.00} as printed incorrectly in every collection letters XX/XX/XXXX, XX/XX/XXXX and XX/XX/2021 and all other letters, paper statement correspondence this year. Since XXXX, I have been locked out of electronic account since I, I, put the lock on the account due to what I thought was electronic fraud and reported anomalies associated with the accounting and technological access.
This deficit was only due to bank statement systems and most likely human interpretation of a credit balance of {$4100.00} as debt instead of credit. Additionally the bank statements balance incorrectly understated clients relationship total balance due to completely not reporting one of my accounts ending in XXXX which held more than XXXX credit at the time a third party bad check for insufficient funds was passed into my account for less than this amount.
All year long to current, ( 6 months ) The bank stated they charged off my account and sent to collections for debt in the amount {$4100.00}. This included recorded phone calls seeking same dollar amount that was incorrect. There is currently a credit balance for this same amount {$4100.00} in the account that has been there all year. They had no right yo chargeoff the account after 30 days with all their errors collectively contributing to skewing information so negatively and incorrectly.
This charge off was not published on my statements anywhere either nor doe the letter define what s chargeoff is. As well as reversal refund credits being posted incorrectly as a purchase instead of a credit. The banks reporting needs to be corrected and withheld from credit reporting agencies as well.
I agree I do owe bank {$2000.00} after reviewing all statements I just received last week ( last week of XXXX ). I have not received appropriate letter with terms to review I good time and time to setup and choose payment options.
I also do not think I should be given terms to pay amount due up front for 0 % interest now, 6 installment payments for 20 % interest over 6 months or 12 months at 50 % interest.
I think I should be given terms to pay for 6-12 months at 0 % since it took them 6 months to clear up most of the financial issues but are wrongly reporting charge off amount in their documents. And there should be no chargeoff amount had bank statements been correctly stating statements when I walked into branch to get on demand. Systems were being overhauled at the time. Bank underreported {$10000.00} by understating XXXX credit card credit balance snd overpayment to credit card account unreturned on their reports as well as inaccessible systems and phone balances being completely different than paper statements. Note This has account has been missing for years on my statements despite being brought to your and banks attention previously.
No answer at citizens bank Chairmans office today as well as account recovery at the corporation. I left messsge.
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| 07/13/2018 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/18, I opened a Citizen 's Bank checking account utilizing a new account promotion. I set the account up for direct deposit and the first one was made today, XX/XX/18.
Today, in researching my new account, I came across a savings product called Citizens Access. This savings product offers an APY of 2 %, which is the highest I have ever seen. My current XXXX savings has a 1.75 % rate, so I decided to open a Citizens Access savings account to exist alongside my checking account.
I " opened '' the Citizens Access savings account online today, XX/XX/18. During the account opening process ( one I have done many times with many different banks ) I was instructed to fund and initial deposit of {$5000.00}, which I knew about from the description of the account online. My plan was to move my Citizens Platinum Checking account balance of {$1400.00} to the Access Savings and send the remaining {$3500.00} from my XXXX Savings Account. I did not know if multiple funding sources would be an option, so I entered my Citizen 's Platinum Checking account info first and clicked " Continue ''.
At that point, I received an error message with a phone # to call : XXXX. I called and explained what happened and the error message I received. The relentlessly unhelpful agent I spoke with told me that I authorized a {$10000.00} transfer from my Citizen 's Platinum Checking account. This was shocking because I never even authorized the {$5000.00} transfer ... I got an error message after entering my bank details. Where did {$10000.00} come from? The agent advised me it was done, and she could not stop it. She told me my only recourse was to visit a branch to have the transfer " recalled ''.
So I visited the Citizen 's Bank branch at XXXX XXXX XXXX XXXX XXXX and worked with a man named XXXX XXXX. He was helpful and did everything to assist, but no one at that branch knew anything about Citizens Access. They had never even heard of it before. XXXX put a stop payment on the funds but was not entirely sure if this would prevent the {$10000.00} transfer from taking place, which would result in overdraft fees.
I am submitting this complaint for 2 reasons : 1. If there are any issues with the stop payment, or this ordeal results in any negative impact to me whatsoever, whether it be in the form of fees, credit reporting or XXXX impact, I want what happened to be documented and any issues reversed immediately.
2. The Citizen 's Access online setup process clearly has an issue if initial deposits are being doubled, and needs additional verification so customers know what options they have for initial funding ( i.e. multiple accounts ). I hope this complaint sheds light on that and their system is updated.
3. The gap between Citizen 's Bank and Citizen 's Access is comical. I did not speak to a single Citizen 's Bank employee who knew anything about Citizen 's Access. Citizen 's Access accounts can not be linked to Citizen 's Bank accounts and the balances within Citizen 's Access do not count toward minimum balance requirements at Citizen 's Bank that allow consumers to avoid fees. This is INCREDIBLY misleading marketing. Why brand as a Citizen 's product at all?
Thank you for reviewing my complaint and feel free to contact me with any questions.
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| 12/08/2020 |
Yes |
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- Trouble during payment process
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Web |
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XXXX account of earlier complaint.
Hello, I do thank you for listening and helping with my concerns. I do believe this matter should not be close. I believe there's enough evidence to show error or intentionally, this company misleading /misinforming customers on the forbearance program about options that they have.
Do note, : that the company has somewhat resolved my concern. But I still believe investigation into this company should take place. My concern is about other customers who have fallen into the forbearance program may have been taken advantage of. Since my resolution over the phone with this company, " note that this was not an option before. There's been no documentation to sign Etc. listen to my phone call record, also, sice my phone call, I have received two letters that still takes nothing of the deferral program that was mentioned earlier over the phone. I have started my payments back up and still I have, so far, two monthly statements that still state balance owed, even though it's supposed to be on the back of the loan, which was supposed to be deferral to the back of my loan.Also just receive a letter dated XXXX the XXXX, this is XX/XX/XXXX stating foreclosure procedures Etc but nothing of the deferral program which was to discuss over the phone which was supposed to have been resolved and done. Though, I believe my concerns have been addressed, but I believe that others have may fall into this same trap, error or deception from the company on what their options are in the forbearance program, Still think that the company in error or deliberately, misleading their customers in thinking they have to repay the loan whole, have to do a repayment plans on this payment or refinance their loans and not giving them the option of the deferral program under the XX/XX/XXXX program.. I think the company in good faith, if in errors of training Etc, should sent out a letter to the people who have aXX/XX/XXXX program, that customers can defer their payment to the back of the loans.
Just pull my phone calls records with the company and listen to their pitch Etc. These phone records will show the issues and the phone calls itself their training of their Associates and the misinformation that they were giving and the information they were not giving. I believe that the company, which could be an error, was trying to benefit off of the people who were on the forbearance program to refinance to different types of loans etc. And since my phone call of the option over the phone to defer the payments to the end of my loan which was not an option in the beginning or during this process. And good faith if this was all in error, training issues, Etc. In the company to step up to the plate and inform people of their options. especially when it comes to the deferral payment to the end of the loan under the XX/XX/XXXX program. And I believe that all customers should receive this letter not just myself. this process should be monitored by somebody like yourself, the XX/XX/XXXXEtc to ensure the letters have been sent /mailed out. Thank you for listening to my concern I hope that you do really investigate and see the evidence. and the company looks at doing the right thing to fix the problem that may have occurred.
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| 05/01/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
Servicemember |
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Read in full and review attachments ( all details need will be in this complaint just like XXXX SUBMITTED ON XX/XX/XXXX ) ( If you can't provide any contract or statement with my wet signature giving CITIZENS ONE AUTO FINANCE permission to obtain my information you have no authority to state that you're reporting accurate information to my consumer report with XXXX ) XXXX Making false statements as an attempt to reject following the laws has subjected you to penalties. ) NOTICE TO AGENT IS NOTICE TO PRINCIPAL NOTICE TO PRINCIPAL IS NOTICE TO AGENT Unauthorized inquiry to my consumer report ; demand for Deletion and {$1000.00} Settlement.
To : Whom it may concern You are in violation of the Fair Credit Reporting Act ( FCRA ), [ 15 U.S.C 1681b ( a ) 3 ( f ) ( i )., for unlawfully obtaining my XXXX consumer report on XX/XX/XXXX without my authorization or a permissible purpose under the 15 USC 1681 Fair Credit Reporting Act ( FCRA } and its guidelines for permissible purpose.
A person shall not use or obtain a consumer report for any purpose unless ; 1. The consumer report is obtained for a purpose for which the consumer report is authorized to be furnished under this section.
2. The purpose is certified in accordance with section 1681b ( f ). Chester v. Purvis, 260 F. Supp 2d 711 ( S.D. Ind. 2003 ).
15 USC 1681b ( c ) Furnishing reports in connection with credit or insurance transactions that are not initiated by consumer ( 3 ) Information regarding inquiries ; Except as provided in section 1681g ( a ) ( 5 ) of this title, a consumer reporting agency shall not furnish to any person a record of inquiries in connection with a credit or insurance transaction that is not initiated by a consumer.
I have not initiated any transaction with CITIZENS ONE AUTO FINANCE, Further, I do not have an account as defined under 15 U.S.C. 1693a ( 2 ) with CITIZENS ONE AUTO FINANCE for review.
Furthermore, under the FCRA, Any person who knowingly and willfully obtains information on a consumer from a consumer reporting agency under false pretenses shall be fined under title 18, imprisoned for not more than 2 years, or both, 15 U.S.C. 1681n ( a ).
15 U.S. Code 1681q - Obtaining information under false pretenses Any person who knowingly and willfully obtains information on a consumer from a consumer reporting agency under false pretenses shall be fined under title 18, imprisoned for not more than 2 years, or both.
616. Civil liability for willful noncompliance [ 15 U.S.C. 1681n ] ( a ) In general. Any person ( Name of investigater ) who willfully fails to comply with any requirement imposed under this title with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ; or ( B ) in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater ; Specified Remedy : Please send payment Via Check Payable to XXXX XXXX and addressed { XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX }
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| 06/01/2016 |
Yes |
- Consumer Loan
- Vehicle loan
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- Problems when you are unable to pay
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Web |
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Initially when this loan started with RBS Citizens, I had contacted them to change my payment date as it was always on the XXXX of the month. I kept getting told this was n't possible until I had my loan for a year from the XXXX branch. In talking to someone from the XXXX branch, I would get told get your account caught up and we will take care of it. This has gone on for several months and I still do not have a payment date change however this is not the worst of my issues. Approximately 2 weeks ago, I received a phone call from a gentleman, stating he was at my home to repossess my truck. I told him that I had not been taken to court nor received notice of right to cure default/repossession. He stated that he would not be repossessing the truck if he did n't have a letter on file. I tried contacting RBS Citizens that evening and was told if I paid the past due then they would release my truck. I would have to use a debit card. I told them I had a debit card however my bank had a limit and what were my options. My only other option was to contact the Repossession Department the next day. In speaking with them, I was informed I would have to come up with almost {$2300.00} to get my truck back. I would need to wire it, or have it sent by XXXX or XXXX XXXX. Unfortunately, we do n't have those around my community so I would n't be able to do it right away. It should be noted that my truck was repossessed that evening however I only know it was taken to XXXX XXXX. I did not receive a receipt for the truck at all. Last week, I received XXXX letters, XXXX stating the past due balance of {$1900.00} dated XXXX/XXXX/2016 was due. The second letter dated XXXX/XXXX/2016 stated that I needed to pay the entire amount of the loan due in order to retrieve my truck and I only had 21 days to pay for it otherwise the truck would be auctioned off. XXXX these letters were received on the same day. I did try to express to RBS Citizens that I wanted this to go to court in order to try to stop the repossession. At no time have I received any contracts or documents from RBS Citizens stating my right to cure default or anything else regarding my contract. Initially, I did receive XXXX letter from them stating how much my loan is, the payments. I used to receive XXXX statements at a time with regard to my loan being past due ( within the grace period ) however never received a single letter stating my right to cure default. In talking with the individual on the phone, he stated that my loan had been late 4 times. I did have XXXX time in XXXX, which I caught up and then the last 2 months. They did call me continuously to talk about the loan being late. I informed them that I had n't been paid by my insurance companies and was behind. I asked for a deferment and was told I needed to get the loan caught up in order to get it deferred. As I explained to RBS Citizens, if I could afford to get it caught up, I would n't need a deferment. As it stands, I have no vehicle, am threatened with it being sold and have no idea where it is only that it has been repossessed. I have XXXX letters stating past due and pay it all. It is all very frustrating and confusing as well as no one seems to be able to get their stories straight at RBS Citizens.
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| 01/15/2022 |
Yes |
- Credit card or prepaid card
- Government benefit card
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- Trouble using the card
- Problem using the card to withdraw money from an ATM
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Web |
Older American |
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I have a XXXX XXXX XXXX.
I receive my monthly Social Security Benefits on this card.Ihave had the card for about ten years.
I use it at ATMS.I have never had a problem with withdrawals.
I usually use Citizens Bank ATMS.
Recently they installed new ATMS.
I am XXXX and retired.I am on medication which slows me down a little.
I went to The Citizens Bank on XXXX XXXX in XXXX Rhode Island on the ATM on XX/XX/2022 at about XXXX AM.
I made a withdrawal of {$590.00}.
I did the transaction and took my card and I was looking at IL.
When I put my hand down to get my money!
I heard a noise!
I looked in shock as my money disappeared into the ATM!
I couldn't believe what I saw!
The ATM sucked my money back into the ATM within XXXX!
I put my card back in and saw the {$590.00} was gone and deducted from my account.
I then in desperation withdrew {$500.00} the another left!
I then went into the Citizens Bank and asked to speak to someone.
A woman spoke with me for 5 minutes and said.
I'm sorry there nothing we can do because the card you used isn't a Citizens Bank XXXX.
You will have to contact XXXX XXXX XXXX.
I said can you just refund my money after you do the accounting for the day.
You will see how much over you are and I will sign any papers and show identification.
She said no!
Then a manager came out walking and this woman asked her if she could do anything.
She answered in one word no!
I told them it was my monthly Social Security Benefits and I was honeless most of the month and I desperately needed my money!
She said there was nothing they could do I would have to file a claim with XXXX XXXX XXXX.
I called the Corporate Headquarters and again I was told there was nothing they could do!
I said that money didn't go back into my account!
You are stealing my Social Security Benefits!
They said contact XXXX XXXX XXXX.
I called day and night for 3 days before I finally spoke to someone.
Waiting as much as XXXX hour on the phone.
I am XXXX XXXX XXXX!
XXXX XXXX XXXX told me they would mail a form and I would have to fill it out.
Then mail it back!
This could take 30 days Finally I called The Rhode Island Attorney Generals Office and they gave me this number and agency.
I then called y Congressman and Senators!
Asking for help!
Finally after 2 weeks I checked with my balance.
I found out the money taken I say stolen by Citizens Bank was out back into my account.
I believe someone I called helped me.
Saved my life!
This Snatch Policy must be stopped because it is literally stealing money from people like me!
There are no warnings or posts saying you have XXXX seconds or your money will be Citizens Banks Money!
These are crimes under the guise of protecting the customer!
The money doesn't go back into my account in even 24 hours.
Citizens Bank keros that money.
That money wasn't sent back to XXXX XXXX XXXX!
They are legally robbing people!
This must stop and if anyone else did this.
This would be a crime!
My monthly Social Security Benefits are State and Federal Funds!
This must be stopped and considered a crime!
I can only XXXXmagine the millions of dollars withheld in Citizens Bank Accounts!
Invested and gaining interest while for people like me it's life and death!
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| 07/25/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My wife and I have had a mortgage on our condo since XX/XX/XXXX. From XX/XX/XXXX to XX/XX/XXXX the mortgage was held by Franklin American Mortgage Company - Franklin was acquired by Citizens One Home Loans and Citizens has held and serviced our mortgage since XX/XX/XXXX.
In XX/XX/XXXX we applied to Franklin for the PMI requirement to be removed - Franklin responded by email and informed us that all three of their criteria were met - minimum two years into mortgage, minimum 20 % equity in home, and all payments on-time - so our request to remove PMI insurance was approved. We anticipated that this would reduce our monthly mortgage payment from {$1200.00} to approximately {$1000.00}.
However, Franklin informed us that our escrow balance was low ( this was due to our XXXX property tax increase - XXXX was paid under the previous owner homestead exemption ) - as a result, instead of a {$200.00} reduction from PMI removal, our monthly payment would actually increase to {$1200.00}. BUT, if we agreed to make a one-time payment of {$1200.00} to escrow, our new monthly payment would be {$1100.00} - we made this payment, and it was credited to our escrow account on XX/XX/XXXX.
Then, a week later, we were advised that Franklin American had been acquired by Citizens, and that Citizens would handle our loan effective XX/XX/XXXX. We made our first payment of {$1100.00} on XX/XX/XXXX.
THIS IS WHERE THE NIGHTMARE BEGAN, AND IS ON-GOING. Citizens did not post our XXXX payment to principal, interest and escrow - they posted the entire {$1100.00} to escrow, then sent a late notice for {$1200.00}. I called, spoke to a Citizens customer service rep, who assured me the mistake would be corrected in 7-10 days - it was not. On XX/XX/XXXX, I paid our XXXX payment of {$1100.00} - Citizens did not deposit this, but instead returned it, then sent a late notice for {$2300.00} ( 2 x {$1100.00} ). I called again, twice more, same story, same result. I have continued to pay my monthly mortgage payment of {$1100.00} on XXXX, XXXX, XXXX, and this week will pay XXXX.
I wrote a detailed letter on XX/XX/XXXX to the Manager of Customer Service - I received a form letter dtd XXXX saying they would investigate and reply within 30 days - they did not. I received another letter dtd XXXX stating that they are still looking at the problem and will respond on XX/XX/XXXX - to date they have not. In the meantime, Citizens has accepted our XXXX, XXXX, and XXXX payments, but continues to send late notices and threats of foreclosure. The application of those payments is also incorrect - they are not applying the proper portion of those payments to principal.
Another complication is our desire to pay down this mortgage as soon as possible. In XXXX we paid > {$40000.00} additional principal. Because Citizens seems to have no idea what they're doing, I have held > {$18000.00} in a savings account that I would LIKE to apply to principal - which of course is costing us additional interest.
My XX/XX/XXXX letter to Citizens, with all attachments, is enclosed, as well as the XXXX and XXXX letters from Citizens. Clearly this company has no regard for their customers or any type of problem resolution. Your help will be most appreciated!
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| 04/21/2021 |
Yes |
- Debt collection
- Auto debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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I, XXXX XXXX XXXX XXXX entered into a consumer credit transaction with CITIZENS BANK on XX/XX/XXXX. XXXX consumer credit transaction in which a finance charge was involved.
There was a recently settlement involving my XXXX XXXX XXXX. Because of this I wanted to look over my original contract. In my contract found several cases of violations of TILA, GLBA and FDCPA.
15 USC 1605 defines a finance charge as the sum of all charges in a consumer credit transaction. This does not include cash but CITIZENS BANK took cash. The finance charge is also supposed to include insurance however I did not receive insurance and was forced to purchase this separately even though my contract was conditional based on insurance. This is a violation under 15 USC 1605. This contract did not include my right of recession pursuant to 15 USC 1635.
Under GLBA, CITIZENS BANK did n
ot disclose to me my right to Opt out of disclosure of my nonpublic personal information pursuant to 15 USC 6802 ( b ) ( 1 ) ( B ). I was not shown a disclosure nor was I given directions on how to exercise my right of opting out of such disclosure.
CITIZENS BANK also violated the FDCPA. CITIZENS BANK themselves stated they are debt collectors yet did not
disclose this in the original contract which is a violation of 15 USC 1692e ( 11 ). CITIZENS BANK gave a notice stating two different names with two different addresses as the original creditor and creditor even though I, XXXX XXXX XXXX XXXX am the original creditor as I gave them the right to extend my credit. This is a misrepresentation, misleading and thus a violation of 15 USC 1692 ( a ) ( 6 ). In the contract, it states the security interest secures all you owe on this contract AND my finance charge was shown in a positive balance. If you were to look at a bank account and you see your account in the positive you would assume you DO NOT OWE ANYTHING. And of course if you see a bank account in the negative you would know you owe money for that account. So with a notice stating the security interest secures all you owe and a statement in a positive balance yet CITIZENS BANKS claims they are collecting a debt, they are violating 15 USC 1692e ( 2 ) ( A ) and giving a false representation of the amount allegedly owed. Under the FDCPA CITIZENS BANK is not to include any logos are symbols on their postage while attempting to collect a debt which is a violation of 15 USC 1692b ( 5 ). Finally, I XXXX XXXX XXXX XXXX did not consent to my " alledged debt '' to be communicated with anyone. I obviously could not content because I did not receive my opt out dicsloure and this is a violation for the FDCPA 15 USC 1692c ( b ).
This complaint was written by myself XXXX XXXX XXXX XXXX and no one on behalf of me wrote this. Please be aware I have taken the time to carefully research and learned to invoke my rights as a federally protected consumer and I state this under penalty of perjury. All the documents I have sent to CITIZENS BANK have been notarized. I will attach the copies of those documents without the notarization for the CFPB to view. If need be I will resubmit with new notarization, and I will keep this complaint and copies of my documents for records in case legal suit is needed.
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| 05/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Summary- Loan Officer unresponsive when asked to justify unapproved charges of {$1700.00} for an appraisal. On XX/XX/2021 I initiated a loan approval process through Citizens Bank, specifically XXXX XXXX, Loan Officer|NMLS # XXXX. He eventually transferred my case to XXXX XXXX Loan Officer| XXXX # XXXX who initiated my loan process.
XXXX XXXX XXXX XXXX XXXX XXXX Citizens XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX Office ( XXXX ) XXXX I spoke with XXXX regarding appraisal timing and he ensured me no rush was needed to process and cost would be under {$750.00} since they were working under a new system to get them done efficiently. On XX/XX/XXXX, XXXX confirmed the appraisal was ordered after taking my credit card information to pay for it that day. On XX/XX/XXXX, our Loan Estimate listed an appraisal fee of {$540.00}. On XX/XX/XXXX, the {$540.00} appraisal fee was initiated and posted to my credit card on XX/XX/XXXX. On XX/XX/XXXX, the appraisal was conducted. On XX/XX/XXXX our draft Closing Documents correctly listed the Appraisal as prepaid and {$540.00}. On XX/XX/XXXX, our final closing documents showed the charge for {$540.00} correctly. There was an unrelated delay in closing that required the closing paperwork redone. On XX/XX/XXXX I received the new Closing Documents from the lender who listed an ADDITIONAL CHARGE at closing for the appraisal of {$1700.00}. These charges were never authorized by me or communicated to me. When I contacted XXXX XXXX to justify this change I was told he " did not need to justify anything to me '' and that someone in his position " can make things difficult for us ''. I only authorized the {$540.00} charge and asked that he refund the difference. He initially agreed and then recanted that statement. He reiterated that he does not have to do anything or justify anything to me or anyone else. I asked him to send me the appraisal fee documentation and again said he did not need to do anything at this point and I should take it or leave it. I have repeatedly asked for it and continues to be non responsive. Additional documentation of this exchange can be provided. XXXX was on speaker phone and the full exchange was witnessed by my wife. These charges were not authorized nor were they communicated to us at any time. My realtor has no record of any of this either and has asked for it as well with no response from lender. We consider these charges to be fraudulent. He reiterated at the end that " he doesn't care if I close at this point and can take it or leave it ''. Lender Loan Officer insists he does not have to justify the charge to anyone. Due to significant potential hardship for Sellers should additional delays occur with the closing, I have elected to proceed with closing but file a separate claim for unjustified and unauthorized charges. Lender Loan Officer used pressure to force closing and is not responsive at this time for any transparency and justification of extra charges that were never authorized at any time. Loan Officer needs to refund unauthorized amount above the original {$540.00} agreed upon, approved and charged to my credit card. No other charges were ever communicated or authorized by me or anyone representing me.
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| 11/05/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My XXXX has POA ( Power of Attorney ) this has been provided to AGO and others upon request as well as CFPB. These have been the complaints filed to date all closed with some resolutions THANKS TO CFPB others closed within time to not be escalated by Company. This helped them allude the issues and not fix things just give lip service. There have been over XXXX complaints at each turn company lied incessantly until they could not any more. It was only when they were caught in their lies by my XXXX and I that they conceded and fixed the issues. In this final case they have denied releasing copy of all XXXX Closing Documents not provided at closing in full and even if they should have readily available all these records yet they seem to hiding them. They have refused to provide the AGO office as well. There online system does not work and when had access XXXX years ago never provided all loan closing documents either. The issue to date is that they have violated the Truth in Lending and misapplied payments instead of applying payments to P and I as the agreed upon Amortization Schedule they have applied more to Interest and Less to Principal. There explanation is not even acceptable as XXXX & I never change for the life of the loan. Therefore the Application of payments should and would never change for the life the loan. P and I should be exactly {$1000.00}. Someone in company is doing some creative loan applications and we see all the tricks. They have applied payments we did not make as payments as we all know this would skew the loan and be deceiving the goverment on payments etc... MOST OF ALL THEY HAVE REFUSED TO PROVIDE FULL COPY OF OVER XXXX LOAN CLOSING DOCUMENTS ALL TO US AND GONE AS FAR AS TELLING THE AGO VIA EMAIL WHICH SHE STATED THEY CAN NOT SENT VIA MAIL ALL THE COPIES REQUESTED THOUGH WE STATED WE WOULD PAY FOR IT WHICH WE SHOULD NOT HAVE TO. THIS IS NOT THE SAME ISSUE IT IS PART OF THE SAME BUT NEW ON ITS FACE REGARDNG THESE ISSUES LISTED BELOW : XXXX. VIOLATION OF TRUTH IN LENDING XXXX. REFUSAL TO PROVIDE FULL COPIES OF CLOSING DOCUMENTS XXXX. REFUSAL TO PROVIDE THOUGHT GRANTED AUTHORIZATION TO PROVIDE ALL TO AGO ( ATTORNEY GENERAL 'S OFFICE ) XXXX. REFUSAL TO PROVIDE COPY OF THE AMORTIZATION SCHEDULE THEY ARE USING WHICH SEEMS TO DIFFER FROM THE AGREED UPON LOAN XXXX. HAVE ENGAGED IN WAYS TO INTIMIDATE, RETALIATE AND SKEW THE ISSUES XXXX. THEY HAVE MISAPPLIED FUNDS, FALSIFIED RECORDS, STATED PAYMENTS WERE LATE WHEN NEVER LATE AND MORE For these reasons listed above we plead with your company to escalate this matter in order to get this fixed your company has closed all just on their word and it has not been true. PLEASE PAY CLOSE ATTENTIONT TO LETTER DATED XX/XX/22 THE BOTTOM DOES NOT STATE ENCLOSURES BECAUSE THERE WAS NOT TRUE INTENTION TO MAIL ANYTHING OUT THIS WAS DONE TO AS ALWAYS HAVE YOUR COMPANY CLOSE THIS AND DO NOTHING JUST WORDS WITH NO ACTIONS AND PER CONVERSATION WITH XXXX XXXX IT WAS STATED TO AGO THAT THEY COULD NOT SENT OUT DOCUMENTS VIA MAIL ( COPY OF EMAIL STATING THIS INCLUDED AS WELL AS DOCUMENTS EXPLAINING WHAT IS MISSING AND SHOWING CLEAR PROOF OF THEIR ERROS ). We can not have a meeting when they refuse to provided per XXXX copies of files etc...
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| 08/28/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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I booked a group holiday to XXXX with XXXX XXXX XXXX on XX/XX/XXXX *Please see attached receipt The trip was cancelled early due to Covid on XX/XX/XXXX. After the trip was cancelled I moved my trip to XX/XX/XXXX ( See email receipt ) XXXX XXXX went into administration and became bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. *Please see the attached email sent to me by the insolvency practitioners, XXXX on XX/XX/XXXX, informing me of the administration. I attempted to open up a chargeback dispute using the Chargeback code : Visa chargeback code 13.1 Merchandise services not received. I have been waiting for 9 months and my bank has refused to open up the dispute on the basis that Im out of the time-frame. Under the Fair Credit Billing Act it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. The merchant - XXXX XXXX XXXX has ceased trading. See Companies House as evidence that XXXX XXXX is about to be liquidated : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. In my case this date should be my new trip date of XXXX XX/XX/XXXX as I first let the bank know on XXXX XX/XX/XXXX You could also use my original trip date of XX/XX/XXXX They may also use the date I found out that I would not receive the trip ( XXXX XX/XX/XXXX ) as I first tried to open the dispute on XXXX XX/XX/XXXX Visas rules : A Dispute must be processed no later than either : 120 calendar days from the Transaction Processing Date 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services ( Not to exceed 540 calendar days from the Transaction Processing Date ). On chargebacks there is normally a 120 day limit, but this can be extended to 540 days if the services were to be provided at a future date. So, for example, a vacation. Source : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have been informed by the insolvency practitioners XXXX that all credit card paying customers should go to their banks for a refund. The XXXX Government backed XXXX XXXX XXXX are advising me to do the same via this letter XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have been informed by XXXX XXXX and the administrators for the company, XXXX, that I am not financially protected in any other way.
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| 08/29/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
Servicemember |
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I was shopping rates to refinance an existing personal loan. Citizen bank offered me a better rate then I currently had an XXXX then began my due diligence around executing the loan. One element I was investigating was around the timing of loan disbursement and first payment due date. I scheduled my final payment with my current lender XX/XX/2019 and did not want to have my first payment due with Citizen in the same month as to avoid me paying a XXXX payment to my current lender and XXXX to my new lender ( Citizen ) in the same month.
As a step to mitigate a potential double XX/XX/XXXX payment for me to two lenders I called Citizen regarding first payment due date. Via this call I was told the following and referred to the Truth In Lending Disclosure Form : 1. The billing department told me that the first payment due date would between 30 60 days 2. Bank policy was to allow the system to auto generate a first payment due date 3. Once the system auto generated the first due date then I could change the date within that 30 60 day window to fit my financial needs 4. I was weary as this was being told to me verbally, I stated I wanted to see that in writing, in which then I was then referred to the Truth In Lending Disclosure Statement a. Disclosure Verbiage : i. Your exact payment due date will be set by us. Your payment will be due on a monthly basis beginning 30-60 days from when the loan is disbursed. You will receive a communication via mail or email to let you know when your payments are due.
5. After reading that section ; although, not as explicit as I wanted as it does not mention changing Due Dates I felt that the bank representative was being truthful and the section did corroborate the 30 60 day window mentioned to me on the phone 6. My Interpretation was that I would execute the loan and the first payment due date would be auto generated, I would then contact the bank to adjust the due date within that 30 60 day window Complaint : 1. First Part Citizen will not change my first payment due date as I had been previously instructed it would a. When I called to change the first payment due date I was told that was no problem but a change form/case had to be submitted and it would take a few days to update in the system b. I just called today to confirm my first payment due date was XX/XX/2019 c. I was told that my change form/case was rejected and that my first payment is due XX/XX/2019 d. I was instructed that my only recourse was to cancel my auto pay, pay on XX/XX/XXXX, and suffer the ramifications of late fees and being reported to credit bureau, and a .25 % increase in my APR 2. Second Part a. I was told that payment dates can only be changed within a 15 day window only after making the first payment per bank policy b. That information was not included : i. Truth In Lending Disclosure Statement ii. Nor was it told to me by the bank during the application process iii. In fact, it is completely contradictory to : 1. What the bank verbally relayed to me 2. The 30 60 day verbiage in the actual Truth In Lending Disclosure Statement c. Resolution : i. All I want is for the bank to honor our verbal agreement and set my first payment due date toXX/XX/2019 XX/XX/2019
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| 12/23/2020 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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This is an issue concerning my online bill pay with Citizens Bank. On XX/XX/XXXX I made a payment to Ally financial in error, I no longer have a loan with that company. On XX/XX/XXXX called Citizens bank to see how to resolve the issue and the informed me I needed to file a complaint for them to get back the money from XXXX. A couple of days later I attempted to set up a payment for XXXX through online bill pay, but online billing was locked. I called the number provided on website and unlocked account through XXXX. I set up payment for XXXX to be made on XX/XX/XXXX. On XX/XX/XXXX I noticed that payment had not gone through to XXXX. I called Citizens and the said that the payment was returned by vendor and I needed to speak with them. I spoke to XXXX and they said that the money had been frozen by Citizens and that was why it was returned. I spoke with Citizens numerous times on XX/XX/XXXX & XX/XX/XXXX and they said that there was no issue on their end. On XX/XX/XXXX I spoke to XXXX and Citizens numerous times and both said that there was no freeze or block on their end and I could put my payments in the online bill. On XX/XX/XXXX I submitted payments to XXXX, XXXX, and XXXX XXXX for deduction from my checking account on XX/XX/XXXX. On XX/XX/XXXX I noticed that money had not been deducted from my checking account. I called Citizens, XXXX and the places I submitted payments to and they said there was no issue and payment was processing. On XX/XX/XXXX I contacted Citizens to see why money had not come out checking account yet and they first told me it was XXXX, XXXX and National Fuel rejecting the payments. After asking to speak to Supervisor finally someone got on the line and informed that a freeze was put on my bill pays because of the claim that was submitted against XXXX. Citizens said the freeze would be lifted immediately and available online bill pay for deductions to resume by XX/XX/XXXX. They said that I should have been informed when I filed complaint against Ally that it should have been done in a different way to get the money returned and that all my online bill pay would be frozen, I was not informed of eitger of those things.They also stated that I should have received a letter from Citizens after the payment to XXXX on XX/XX/XXXX was stopped. I never recieved a letter about it or how to unfreeze account. I spoke with at least half a dozen people from Citizens over the course 5 days that were completely unhelpful and none of them told me about the freeze on the bill pay instead they kept telling me it was the companies I was trying to pay that were the issue. Because of this my payment to XXXX will be late and will incur interest on the balance. The people I spoke to from Citizens on XX/XX/XXXX told me that they would take care of any late charge or interest incurred because of their mistake. I spent numerous hours dealing with aggravating phone calls and issues not being resolved during these already tough times. I will see if these issues get resolved and charges and fees are taken care of as stated by Citizens. They need to inform consumers better regarding these matters and better train representatives to find and resolve these issues when the arise.
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| 01/10/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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This is my second complaint. My first one provoked ONE response from Citizens Bank 's " Office of the Chairman '', but now it's total radio silence. They will not return any of my communications. I am back at square one. I also specifically asked the office of the chairman for the in-person meeting regarding this, which they said I have the right to have ; however, they are still unwilling to do so. PLEASE ASSIST!
" My loan is currently being serviced by Citizens One. They have the worst customer service Ive ever experienced in my life. Most of their employees are not trained with the knowledge they need in order to provide the answers and services required. Furthermore, I can not understand most of their XXXX based employees. Over and over again I am promised callbacks, and I never get them. Long story short, I have a forbearance plan that was recently terminated due to conditions completely out of my control in 100 % at the fault of my loan servicer. Without my permission, they changed my mailing address to an address, not even in my same state! And after doing so, they sent me communications regarding my loan/mortgage forbearance plan to that location, with my personal information on it, and never made any other attempts to contact me through any other forms of communication. Then, after not receiving response for meobviously, because I had zero knowledge of them attempting to contact me they terminated my forbearance plan back in the middle of XX/XX/2022. I only became aware of this because somebody came by in person and left a letter on my door. Meanwhile, I was trying to get updates on the status of my forbearance plan and I called numerous times, attempting to leave messages with the rep assigned to my forbearance plan. Never has she ever been available nor would I ever get a callback from her even the customer service would promise it. I am always left in the dark. And I am lied to, and I have no ability to speak to anyone over the phone who is able to provide any assistance. On the loan solution center website, there is zero information updated about my forbearance plan having been terminated. The letter that was left on my door, says that I have a right to an in person interview to discuss options for the current status of my loan. I have called many times and spoken with customer service as well as the loss mitigation teams, at citizens one bank ; regardless, everyone I have spoken to is either without the proper knowledge and training to help me, or promises a call back, and they never do. I am completely unable to get the in person interview scheduled, as I am told him that letter that I have the right to have. Also, and most importantly, in effect, I am unable to get my forbearance plan reinstated. The overall issue is that my forbearance plan was terminated because citizens, one bank changed my mailing address without my permission, and even after I requested it be changed back to my current address, they failed to do so multiple times, which they admit to. Their incompetence and inability to simply schedule an interview has me stuck in limbo regarding my current living situation, as well as my loan, itself. Please assist! Thank you, XXXX XXXX ''
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| 03/01/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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I have several bank accounts with Citizens to manage my XXXX business. I have not had an issue with my accounts until XX/XX/2022 when a rash of fraudulant activity started to occur across most of my bank accounts at the bank.
It followed the same patterns of testing deposits and then making big cash withdrawals via fraudulant transactions like " XXXX XXXX XXXX '' or using fake company names like " XXXX XXXX. '' Despite calling and asking for these funds to be returned and flagged as fraudulent, some of my funds where not returned. To date roughly {$3000.00} has been taken from my accounts and I have not been reimbursed for them.
The complaint stems from the fact that this seems to be a bank weakness as my accounts are very private and I don't use internet means to pay for things ( just send paper checks ), except for my mortgages ( which are with Citizens for the most part ). The type of activity was consistent ( i.e. Acorns investing ) and done across multiple accounts. Even though warned that this is not activity I do or companies I work with, future fraudulant charges would occur and Citizens did not have a way to stop it besides closing the account.
I did finally close one of my personal checking accounts due to the frequency of fraudlant activities and growing tired of waiting on hold for hours a day, I requested a new account. This account was created via the phone with a Citizens rep and opended all on-line. No paper docs were created and I did not have to do anything for the account to be created. Despite not a single person knowing about this account and working with a Citizens rep to make it, a month later I had fraudulent activity of the same kind and manner as before. This baffled me as I did not even set-up that account to pay anything besides a car note ( with XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX very secure portals ). I made frequent calls about the fraud, but despite my calls, one way or another only some of the charges would get credited back to my account.
After working to reconcile all the charges, Citizens still owes me {$3000.00} and when called I was told it was a legal matter as I am past the 60 day federal regulated window. Even though I was calling often and frequently, it seems like my claims were denied by the opposing bank ( which why wouldn't they ... their client or they are the fraud ). It makes no sense that such internal weaknesses and protocols exist at a bank of this size. Something is not right and at the end of it, I am left with no recourse to assist as the bank is throwing up their hands and pointing to the time limit, while I sit with a claim made on time but was denied by the opposing bank so now I must call the opposing bank to recoop my money. Needless to say, the opposing bank will not be giving me my money ( if it even is a real bank or company to begin with ).
Our banks and the integrity of the system is critical to America 's success. We should be vigilent when fraud like this occurs in our major banks so easily without recourse. Please let me know how I can help expose this weakness of Citizens as it is clearly present and a bank targeted by frauds for these type of attacks as it is working for them.
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| 10/22/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
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Web |
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Between the dates of XX/XX/XXXX and XX/XX/XXXX, I became in contact with two people through an online shopping app called XXXX. I got in contact with them for attempting to purchase and XXXX at a much lower price then its retail. However once in contact with the people through this app, we mutually decide to try different payment options instead of through the app its self. On the first date which was XX/XX/XXXX I made contact with a female that was willing to sell the phone for {$350.00} dollars but requested that the money be sent through XXXX XXXX instead. As soon as I had sent the money my contact went ghost and no longer would contact me back with any details of my purchase. My first attempt was to request the same amount of money back from the same person yet they declined my request immediately and by then I knew I had been scammed. Next I got in contact with the XXXX XXXX customer service themselves and they attempted to help me by supposedly reporting the user I was in contact with but they told me that I need to get in contact with my bank. About two days later following that event to my own foolishness I attempted to purchase the same thing again with a different buyer. This time though was in a similar sense where the contact was willing to sell and got in contact with me via text message. They seemed more legit then the first person when discussing details like shipping information. They also sent pictures of themselves at the post office ( however no faces of the buyers themselves ). So to my belief I thought they were a legit seller however in that time I sent this different person {$400.00} dollars per their request. During communication they were insistent on me sending as soon as possible but I wanted to be sure that it wasnt fake so we discussed shipping information that post office would provide so they sent a screenshot of the information but had blackout parts of it the would be needed to track the package. They then told me they would send the full image once I sent the money, so I did. As soon as they got it they then proceeded to tell me that they believed they could get a much greater deal for the phone and then requested an additional {$300.00} dollars more but I refused since we had agreed on the initial {$400.00} being the set price. They then proceeded to continue to beg for more money and I continued to say no and than I asked for a refund on my money and they then refused to answer anymore. This second payment was sent through XXXX, through my own mobile banking app. My bank was Citizens Bank and I proceeded to get into contact with them about both cases listing everything I had said above. Then they proceeded to tell me to make a claim about the events and that it would be put under review, which I did. I waited about two weeks later for their response in the mail about the claim I had made and they refused to help in any way saying because I authorized these payments, that their wasnt anything they could do. I understand that it was my mistake on my part in sending the money for the two events but I find it frustrating that because I never receive anything for what I paid for, that the bank is unable to help in any way.
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| 12/06/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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XX/XX/XXXX my wife and I entered a contract to purchase a home in XXXX and locked in a rate on a 30-year fixed rate mortgage with Citizens Bank, after extensively comparing rates and terms among lenders. We discussed with Citizens Bank the other options we had, and ultimately went with Citizens Bank because they were able to beat or match those terms and offered a lower overall rate and offered a locked rate so that we would not have to worry about any changes in rates before closing. We were to pay XXXX % down, have an XXXX % first mortgage ( 30yr fixed at 3.5 % ) and a XXXX % HELOC. Now, on XX/XX/2016, Citizens Bank has informed us that the HELOC can not be approved since I have a short credit history. This was clear from the start, and since then my credit history has actually become longer, not shorter, clearly. In any event, they now say that they can pass the HELOC to another lender that will lend at a somewhat higher rate, and that in addition to that the 80 % first loan with Citizens will now also have to be at a higher rate ( which makes no sense ). I believe the " short credit history '' is a mere pretext to allow them to raise the rate since rates have recently gone up. We relied in earnest on their rate lock. Nothing since then has changed. The only reason they cite was a condition that was readily apparent from the outset and that has not gotten worse over -- it has actually gotten better if anything. Citizens knew that we relied on their representations in deciding to turn down other banks, and in paying the XXXX and XXXX deposits on the contract ( and in fact we sent these checks to them as proof of payment of these deposits ). They have at all points known that the rate was a material term to us, that we were relying on their representation that it was locked at 3.5 % and that their failure to conform their conduct to their representation will cause us a clear and significant detriment. Our detriment is not only the deposits and turning away other lenders but also the expenses incurred in inspecting the house and moving to close and the time we will have wasted if we do not close. My wife is XXXX and we would like to move before XXXX. Now we may be unable to do that. What is more, when they sent us the revised worksheet with the higher rate, they did not even mention that the rate on the first loan was in any way affected, but instead only mentioned changes to the HELOC. They sneaked changes into the worksheet for the first loan, and when asked about it they have tried to argue that the expense to us is now actually lower. This is plainly not true. We would like to have the HELOC approved. If they can not approve it at XXXX %, we might be able to make the XXXX % work ( by doing a larger down payment -- though we frankly do n't have the cash for that ) or we may be able to negotiate with the other lender to get an agreeable HELOC with them ( if we can get substantially similar terms ). But in no event is it fair or right for our locked, fixed-rate first loan to now become unlocked because my credit history is not long. They knew this from the outset and I believe they even mentioned it to me. I may even have an email referencing that fact.
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| 03/23/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I would like to file a formal complaint concerning my mortgage refinance application being treated unfairly, causing undue harm.
On XX/XX/XXXX, I submitted an application for mortgage refinance with Citizens One XXXX Loans.
On XX/XX/XXXX, I inquired of the loan officer, XXXX XXXX, as to whether the it is the banks policy to accept actual student loan payment or 1 % of total balance as the basis when calculating DTI. He indicated the former when monthly payments are reported.
On XX/XX/XXXX, I provided documentation to show the prior 24 months of payment history as evidence of the payment amount and timeliness. I also provided the US Department of Education letter of approval for the payment amount for XXXX. The credit report that they pulled also shows the payment being reported prior to the Presidential Administrative Forbearance.
In response to Presidential Administrative Forbearance issued due to the Coronavirus, my loan servicer placed my loans in automatic forbearance and stopped reporting to the credit bureaus. This was at no fault of my own nor was this at my request.
The loan officer has indicated that due to the lack of credit reporting, the underwriting rules require that the 1 % of total student loan balance be used as the basis for calculating DTI. As such, this amount greatly exceeds the allowable ratio for approval. In response to this, he requested documentation to show that my student loans are being paid at a lesser amount.
On multiple occasions ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) I have supplied the requested documentation and repeatedly inquired as to the sufficiency of such. Yet, they are insistent upon using the 1 % approach despite my having provided the requested documentation.
After numerous calls and emails, the loan officer finally responded on XX/XX/XXXX indicating the application will be denied unless documentation can be provided to show the actual student loan payment. Yet again, I provided the requested documentation.
This process has caused undue harm and financial loss. Due to the extreme and unnecessary delays the following has occurred : Exceeded the allowable amount of time for credit inquires to be consolidated under mortgage rate shopping provisions. As such, an attempt to apply for refinance with another company would require another credit inquiry, thereby lowering my credit score.
Should I apply for refinance with another company, I would be unable to utilize the same appraisal due to the length of time that it took for them to provide my copy. As such, I would have to purchase another appraisal, thereby causing further financial loss.
The rate lock period has expired while awaiting the loan officers response to my numerous calls and emails.
Mental and emotional duress caused by the repeated failures to respond to calls, voicemails, and emails.
This is by far the worst experience that I have had with a lender, and I deeply regret engaging in this process. However, considering the significant loss that I have already suffered, I feel that I must persevere in an effort to prevent further financial loss by starting the process again with another lender.
|
| 01/08/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
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Hello, my name is XXXX XXXX and I used to bank with Citizens Bank, but over the last few months I have made the decision to no longer due so due to their poor fraud protection and correction. When I first started banking with Citizens bank, I was a happy customer and I thought you were wonderful bank. In the last year, my opinions towards Citizens have changed significantly. Citizens has proven to be in an inadequate bank that can not properly protect their customers and then when Citizens Bank is in the wrong they can not properly correct their mistake. A few months back my banking information and cash app somehow was compromised and I lost {$1500.00} on XX/XX/XXXX. My account is a student account and I have never spent more than maybe {$500.00} on my account however I got no notification from Citizens about this transaction and that it could possibly be fraud. The only reason I found the charge was because I checked my bank account statements. Citizens clearly can not properly protect the money of their customers. As a student, and someone who has experienced fraud before Citizens should have informed me of putting a limit on my card and/or receiving notifications but no member of the citizens team informed me to do so. I was then led on a goose chase for more than 3 months trying to get my money back and was told contradictory information from various branch managers and customer service reps. I was initially granted the money back and then the claim was a reversed. I went to my local branch manager to reopen the claim and had to do so 2-3x because citizens kept claiming that I had closed the claim. I was told that my money would be returned to me since it was clear that was a fraud charge, however that has not been the case.
Since this was a fraud act through cash app, my local branch manager gave me a cashapp support number attached to the transaction which turned our to be fraud and led to me losing another XXXX $ and this was on XX/XX/XXXX. When I had googled cash app support number, I found that there was no number that directly brought you to a live representative, it was all done through email. Citizens bank didnt check the number to make sure it was actually valid and led me to losing more money of the sum of {$500.00}.
Citizens has decided to reverse the money they gave me for both these initial charges which is extremely infuriating, because I would not have lost this money if Citizens had actually done their job as a bank protecting their customers and their money. The worst part of all is I talked to a manager to talk about the {$1500.00} claim and he told me that yes Citizens had made a mistake but there was nothing they could do to help me and did confirm with me that citizens loses millions towards fraud but for some reason they cant reimburse me for the money I lost to fraud which I might not have if they had properly protected my account and confirmed that information they were giving their customers was indeed correct and safe. I have never been more frustrated or aggravated with a bank and I just hope that for their future customers they can do better because do to their poor banking management I have now lost {$2000.00}.
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| 06/19/2020 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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Alright so this all started 4-5 weeks ago. I opened a checking and saving account with Citizens Bank 4 weeks ago. About 2 weeks ago, I made a deposit of {$5000.00} USD via a check. I'll try to summarize this absolute fiasco as best I can.
- 4ish weeks ago : open checking and savings with a placeholder deposit of {$40.00}. I am told it will take 4-5 business days to get my debit card/PIN.
- 1 week later : Still have not received the card. I call and they say they see it's shipped so give it a few more days.
- A few days later : No card still. Call and they send another.
- 1 week later : Make a deposit of {$5000.00} via a check. Still have not received the card/PIN. I call and they say give it a few more days - A few days later : I get the card/PIN in the mail. I call to activate it and I am told it is not activated. Speak with someone who pretty much tells me " I have no information '' in various different ways which will now become the trend.
- A few days later : The check finally clears and I call to see whats going on with my card again. " There is an investigation going on with the card and we will call you within 48 hours '' - 48 hours later : No call. I call again and get " investigation with the card/no information/call you within 48 hours '' - 48 Hours later : No call yet again. I call and get the same " investigation with the card/no information/call you within 48 hours ''.
- 48 hours later : Do I need to say it? No call and same XXXX on the phone. At this point I am being told only my card is under investigation, not the account. So I try to transfer my funds to a different bank and instantly the transfer is blocked. I call to see why it's blocked and they unblock the transfer. However after they unblock it, it is instantly auto blocked again. Cool, won't let me leave this wretched bank behind - A few days later : No call of course. I call and get the same " investigation with the card/no information/call you within 48 hours '' - Today : I decide to try to call the activation number again and speak with someone there. He finally activates my debit card! Awesome! I try to make a purchase with my card and NOPE. I decide to try to bypass the card altogether and use my account number + routing number to pay a bill. Still no payment will go through. I call them to see why it's being denied. I am told that there are absolutely zero flags on my account or debit card. Nothing that would prevent the purchase going through. I stay on the line with a representative as I try to make a purchase while they check a live feed of whats going on I guess. I get " well thats weird/I 've never seen that before '' a dozen times. I stay on the phone with them for an hour as they call various different departments and absolutely none of them has any clue at all as to what is going on. They have absolutely no reason why. " We will call you back within 48 hours '' Thats the most clear I can make this absolute circus for you folks. I have not been able to access this account as my funds are essentially being held hostage and they refuse to even tell me what is going on. I need help getting this resolved as I am in desperate need of access to these funds
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| 11/03/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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Hello, In XXXX of this year I had a XXXX security system installed. The whole installation process was rushed. My husband and I didn't understand that when we said we would be interested in the system, it was to be installed immediately. We had been talking to the sales person alone and when we agreed to the security system a van pulled up and here came the installers ready to install. My husband was leaving for work and I had another appointment. I asked if we could install another time, but was told they were only in our area for the day. The sales person was very personable, but we felt extremely put out. The sales person hurried through the cost and I was aware there would be two payments. One for the system and one for monitoring. I gave him my account information for automatic withdraws. They sped through the installation and instruction and left.
In a completely unrelated matter ( in my eyes ) I received a few emails from Citizens One. I opened the emails and they were very vague, asking me to set up my account. I went at once to my credit monitoring system to see if I'd been hacked and someone had opened an account in my name. There were no unknown accounts and nothing saying I had a loan with Citizens One. So, I assumed it was some person 's deviant way to fish for my personal information and moved on. Then on XX/XX/XXXX I received an email from Citizens One titled " XXXX XXXX Home financed by Citizens One. '' I opened it and then I called XXXX to see what was going on. They did not tell me I needed to open an account with Citizen 's One. I did not receive any documentation on Citizen One, a payment booklet, or even a website address. Zero instruction!! I had given my account information to the sales person on the installation day and was told it would be a reoccurring payments automatically withdrawn.
I told XXXX I thought they seriously dropped the ball during the sales pitch and then called Citizens One to get my account current. I payed up the account and set automatic withdraws for future payments. About a week later, I have an email from my credit monitoring system saying my credit score had changed. I logged on to find that Citizens One had reported a 120 day late payment to the bureaus on my credit. It dropped my score XXXX points!! Before this my report didn't even show I had an account with Citizens One!! Not a single email from them ever said anything about a late payment and until the email in XXXX did it even mention XXXX being tied to them. This is not okay!! I've never even had a 30 day late payment recorded on my credit let alone a 120 day. I've called Citizens One multiple times to talk to someone in the credit reporting department. They just say they don't have one and will not even allow me to speak to a manager or higher up. They've just said there is nothing they can do.
My credit is VERY important to me. I have a car lease ending soon and now I can't even buy it out with a reasonable interest rate. Essentially I can't buy anything now because these two businesses failed in their processes.
Attached are what the emails looked like every month until the XXXX email that included XXXX in the title.
Please help.
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| 09/12/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
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Web |
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On XXXX XXXX of 2015, I called the Customer Service Phone Number for Citizens Bank in Rhode Island because I noticed a {$35.00} overdraft fee that did not seem appropriate. Specifically, the fee was assessed on XXXX/XXXX/15 for check # XXXX in the amount of {$220.00}. I feel the fee is unfair because the check was only processed by the bank on XXXX/XXXX/15 when funds were sufficient. According to XXXX and XXXX from Citizens ' " New Mexico Phone Banking Department '', the fee was assessed because funds were insufficient on the day before ( XXXX/XXXX/15 ). I expressed to these representatives that, as a factor of dealing many times with Citizens and overdrafts in the past, we were closely watching for notifications of transactions on the evening of XXXX/XXXX/15. This is because we 've been told innumerable times by Citizens ' customer service representatives that, as long as we watch the online activity and ensure funds are sufficient by XXXX of each day, we will not incur any overdraft fees in the future. To be clear, there have been no notifications of transactions that caused our account to fall below zero dollars from the morning of XXXX/XXXX/15 up through to the present time which is XXXX/XXXX/15 at XXXX. In addition, I informed XXXX that we would have transferred money from our XXXX account ( via ATM 's ) if a notification had appeared online. Moreover, I even checked my account the morning of XXXX/XXXX/15 before going into school and nothing about this transaction was evident online. When I expressed this information to XXXX, the Supervisor, he then told me that " online banking is only a tool for customers '' and that it can not be completely relied upon for accuracy. This contradicts what I 've been told every single time I get an overdraft fee ( and it happens all the time honestly ) ; in fact, I was told this just within the last week or so when I incurred a different, unrelated overdraft fee. XXXX further declined to grant a reversal of the fee on the basis that they have been gracious enough with reversals in recent past encounters. I explained that the other transactions were irrelevant because this situation is unique, but he was not persuaded to help me. I feel that since funds were sufficient when the bank did process the check, an overdraft fee is just inappropriate, unfair, greedy, and overly punitive. Moreover, I 'd like to know if I am one of the bank 's customers from whose deposits they stole money over the last couple years. If so, this means I 'm going to be receiving money back from them in a lump sum. Depending on the amount to be returned, this could also mean that perhaps some or all of the overdraft fees incurred during this time period should be reversed in my favor. I also think it 's important that this same courtesy be given to every one of the customers from whom it stole money, along with a hand-written letter of apology. Please do what you can to help me as I am in XXXX XXXX and trying to keep bread on my table. I have only {$4.00} to my name right now as a consequence of this fee, and I may consider suing Citizens for emotional distress as well if this is not solved expediently. Thank you Consumer Protections!
|
| 04/17/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
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We originated a mortgage with Citizens One Home Loans in XX/XX/XXXX. During the next year and a half, Citizens failed to pay our taxes from our escrow TWICE ( and the taxes were only due twice ). After each occurrence there were fees and penalties assessed that were eventually reimbursed to us by Citizens, this after lengthy and poor communications by the bank ( they were typically non-responsive ). After the second failure of Citizens to pay our taxes in a timely manner, we decided to take our business elsewhere and refinanced with another bank. Our county and school taxes were paid from escrow, and these bills were sent directly to Citizens, and only Citizens ( we do not receive a duplicate copy of the bill since Citizens is listed as the " bills to be sent to '' due to the escrow service ). At the conclusion of the mortgage with Citizens, the remaining balance of our escrow was paid to the county and school, however Citizens had received a tax bill that showed that over {$2300.00} was still due because the taxes had gone up. Only Citizens received the tax bill since they are listed as the payer. Instead of informing us that the tax bill had increased and there was a substantial shortfall, they simply paid what they had and closed the mortgage. After the XXXX separate incidents previously where our taxes went unpaid, we are unsure at this point if Citizens is acting out of either irresponsibility or malice. When we asked Citizens to look into this matter, they responded by mail that " your escrow account was scheduled to disburse an additional {$2300.00} in XX/XX/XXXX ; however, since your loan account was paid in full on XX/XX/XXXX, no disbursement was made. '' This is true, but, knowing there was a shortfall ( see their comment above ), and knowing that the tax bill went only to them, they neglected to say a word. This cost us an additional {$340.00} in fines and interest after our new bank investigated the escrow requirement. Citizen 's response was that they acted in accordance with applicable laws and would not reimburse this third incident of their unprofessional behavior. The letter from the " XXXX of the Chairman '' s representative, XXXX, provided his direct number and his office hours if we had additional questions. We had questions on the handling of the recognized shortfall, and left a message on XXXX ' voicemail, on which he said that " he will return our call within XXXX hours. Well, we called and left messages on XXXX separate days between XX/XX/XXXX and XX/XX/XXXX with no reply. There are no other contact numbers available for Citizens One Home Loans. The actions, or more specifically the inactions, of this bank have cost us substantial hours of research and repeated followup in all three of the incidents, and fines due to their remarkably unprofessional behavior. Ideally we would like your assistance in retrieving the additional {$340.00} Citizen 's malicious inaction cost us XXXX and I use that word deliberately based on their previous handling of our account ), but would like to at least go on record to point out the unprofessionalism demonstrated by Citizens One in the XXXX incidents. Thank you for your help!
|
| 03/25/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
Older American |
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I was an XXXX XXXX, XXXX sold/transferred my checking account to Citizens Bank XXXX I'm currently residing in XXXX, which is a large part of the issue. This change occurred on XX/XX/XXXX, Citizens has my checking account, my SSI direct deposit, I can not access my funds with a debit card.
My issue is obtaining a PIN # for my debit card. After several attempts I did receive a debit card, but no PIN #. I have tried on several occasions, see below, to obtain a PIN #. Calls for me to the US are {$.00} minuet, so I would like to use Chat, which Citizens Bank does not offer, or Messenger. Below is my diary so far.
XXXX I called and spoke to a representative, I did not receive my welcome package. Your representative was helpful, requested that I give it another 10 days because I live in XXXX.
XXXX Called again, on hold for 45 minutes, hung up. Sent a message on XXXX XXXX, received a response requesting my phone number which I provided. I received a call from your representative, she requested a replacement debit card and pin, I still have not received the original ones. I was charged {$12.00} for the expedited shipping, its OK but this was not discussed prior to occurring. She worked with me to get me online, which we were successful. I can access the online web portal still today, but the SMS text feature does not work, the call back does work. I use a SMS service while abroad to receive security texts, this works with XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX, but not Citizens Bank?
XXXX I received the new debit card, no pin, the instructions were to use the original pin which I havent received. Called again, on hold for 30 minutes, the representative said they were sending me a new pin but for better service download the app where I can change the pin anytime. Im in XXXX, I can not download your app.
XXXX I attempted to pay my XXXX credit card bill with my Citizens Bank account XXXX simple process but I receive an error message at XXXX request can not be completed, check your account details. Went to Citizens Bank web portal, logged in and selected bill pay to set up from Citizens, received an error message there to contact customer support. I called Citizens Bank Support, the XXXX indicated greater than 20 minutes wait time, I became frustrated after 60 minutes and hung up.
XXXX Sent the above to Citizens by XXXX, received a response from XXXX. She credited back the {$12.00}, requested a new PIN by XXXX. She verified that my account with Citizens Bank was active, however I can not use bill pay due to having an XXXX address. She suggested that I contact XXXX to see if they can help with the error. Contacted XXXX, they were helpful, set up my XXXX credit card to accept payment from Citizens Bank checking account.
XXXX Sent a message on messenger to verify that the PIN was sent via XXXX, received a response from XXXX. She stated that they couldnt trace the replacement pin, but all emergency pins go by XXXX. She acknowledged that I had requested a replacement and that it was processed. Going to wait a few more days before escalation.
XXXX Received my Citizens Bank welcome package that was mailed late XXXX, however no PIN #.
|
| 03/16/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
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XX/XX/XXXX Opened a Citizens Access account XX/XX/XXXX Linked an external bank account to Citizens Access account XX/XX/XXXX Verified linked account and made a deposit from linked account to Citizens Access account ( {$790.00} ) XX/XX/XXXX deposit was immediately reversed back to the linked account ( - {$790.00} ) -- - Was not able to contact Citizens Access, so I transferred money from a different account into my Citizens Access account. ( {$200.00} ).
-- - XX/XX/XXXX Closed the original linked account ( so it was no longer accessible from Citizens Access, as the deposit was reversed ).
-- Tried to link my checking account to Citizens Access, and it said they are having trouble doing this task, please try again later or call XXXX -- - I successfully set up ( I thought ) recurring transfers to my Citizens Access account from my business checking account, but nothing else ever went into my Citizens Access account.
-- - XX/XX/XXXX Citizens Access monthly statement was available, and none of my transfers had gone through, but I did earn XXXX in interest, for a new total of {$200.00} in this account.
-- - XXXX I called XXXX, was on hold for a total of 29 minutes, and spoke to someone named XXXX who said, after verifying my credentials, that, " Citizens Bank has decided to no longer do business with you. I can not give you any more information. '' -- - XX/XX/XXXX I reached out to the bank that had a successful linked transfer to my Citizens Access bank, and they were no longer linked to my Citizens Access account so they couldn't help me -- XX/XX/XXXX I reached out to the other bank where the transfer was immediately reversed, even though I had closed the account after I transferred that amount to a different ( checking ) account, and they have not yet replied.
-- - XX/XX/XXXX I called XXXX, stayed on hold for a total of 28 minutes, and was told the same thing, this time from XXXX : " Citizens Bank will no longer do business with you. That is all the information I am allowed to share with you at this time. '' I asked how I can access the deposit that was in the account, and she said there is nothing Citizens Access can do. I asked who else I could connect with who may be able to help, and there is no one. I then tried to link my checking account to my Citizens Access account, with success through Plaid, but it would not let me transfer money in either direction : " Problem processing your transfer at this time, please call XXXX for more information. '' -- - So as of right now, Citizens Access has my money, and when asked how I can retrieve it, they have absolutely nobody I can connect with, and no answer for me. The people on the phone said my account is " already closed '' and they will " no longer do business with me, '' however my account is still open and accessible from the website login, https : //www.secure.citizensaccess.com/signin/ -- - Never in my life have I been given this feedback from a financial institution, I have excellent credit, etc. I don't like " making complaints, '' but I have also never had an actual headache this painful, and I wonder if others are experiencing similar issues with this bank.
Thanks.
|
| 11/13/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Installment loan
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Dear Sir or Madam, after obtaining my credit report, I noticed that it shows late payments on the above account with this company. It specifically states that I was 3 times XXXX days late. This has damaged my credit worthiness and is extremely troubling.
I am sure that CITIZENS BANK NA is aware and understand that it is required by law that they must take proper care in ensuring the accuracy of this information with my account ; adhering to this of the utmost.
They are required to send my statements or bills to my correct address, take care to respond to my change of address requests and accurately record my payments in a timely fashion as well as provide me with a notice XXXX days before the due date before you can consider a payment late.
They are also REQUIRED by law to provide me with a notice befor
e providing anything on my consumer report that would negatively impact me as a consumer. The law clearly states that If any financial institution that extends credit and regularly and in the ordinary course of business furnishes information to a consumer reporting agency described in section 1681a ( p ) of this title furnishes negative information to such an agency regarding credit extended to a customer, the financial institution shall provide a notice of such furnishing of negative information, in writing, to the customer.
They did not do any of the things the law clearly states. The law is also clear that transactions and experiences DO NOT BELONGS ON A CONSUMER REPORT in case you are not aware here is what the law state report containing information solely as to transactions or experiences between the consumer and the person making the report Also make sure late fees are accessed properly. In this regard, I hereby request the following steps to remedy this situation.
1. To ensure compliance with all provisions of the Fair Credit Billing Act, please send me a notarized statement attesting that you have complied with this act in regard to my account.
2. Im requiring written evidence for all the payment you claim that I was late according to my obligations with your company. Including the tracking number of the letter you sent out to place on me on notice 21 days prior to the statement due date.
3. Im seeking written evidence of timely billing and the posting of all payments I made on this account, regardless of whether or not you claim they were late from the time this account was opened to this present date.
If they are not able to provide me with this evidence that I am legally entitled to have in writing, I affirm that they please remove all negative references of these late payment 's entries by your company to all CRAs as they were submitted. XXXX, XXXX and XXXX and any others.
If I have not received these itemized documentations within the period prescribed by law, I will expect to receive written notification that they have removed all late entries that Ive disputed off my credit report.
I thank you in advance for attending to my requests promptly to verify identity, I am enclosing copies of my state drivers license and an electric bill, that shows your current mailing address.
Sincerely, XXXX XXXX
|
| 06/16/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I had an account with XXXX, and they notified me they were leaving the US and transferring my accounts, so I closed them.
Citizens Bank received my closed account and opened it.
They sent checks and a debit card, I called them and told them it was closed, and they said they would close it this was in XXXX.
They either never closed the account or said they opened it again when a credit card bill was posted, rather than sending it back. I paid them and asked them to close the account again.
A month later the account was not closed because there was a credit balance and they needed me to send a check and once I cashed it they would close it. They also had me send them a signed note asking to close the account. Needless to say, I never got the check. I called in again and was informed the account was closed with a XXXX balance. Relieved after sitting on hold for 45 minutes every time I called and getting someone in a foreign country I did not worry about the {$35.00} dollars. I was applying for a new business account and found out they had reported the account to the check systems. They had charged {$120.00} in fees to the account. I got the report found out it was them and called to find out what had happened. They said they could not remove it from check systems ( a lie ), they would take the fees off but it would report it as settled, but if I called customer service, they would reverse them so it would show better closed with a XXXX balance. Eight hours later after waiting on hold transferred to different departments and even trying branches. I found that no one could reverse the charges and there was no phone or email at the corporate office to get someone to help with a reasonable solution. I phoned the recovery department back and got different people. All used fake names, that they admitted. Illegal as they are not a collection agency is my understanding. They demanded the full balance. Names XXXX XXXX XXXX XXXX asked for the supervisor and after they yelled for another ten minutes I got XXXX, she supposedly filled out a form to escalate to the office of the chair, after telling me I would have to pay the full amount and they would never negotiate, I, of course, have never heard anything, so doubtful she even filled out the form. I initially offered to pay the couple of charges that came in, and they were going to adjust off the fees that came to more than twice the charges. Given the three months of stress and hassle, the ten hours I had to waste getting routed all over the world, and the money they save by not having phones in the corporate office, and the number of laws they have broken not to mention civil penalties, if they pay me for the hours at a rate of {$150.00} an hour that I lost, that would now be a fair and moral settlement of the case. However, I will leave that up to you and how you feel someone who was at the mercy of an institution that took advantage of them when they had no relationship with them should be treated.
I am sorry I have no documents to attach as I never received a statement, letter, fax, phone call or smoke signal from them in the four months I have now been dealing with this.
|
| 10/21/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Older American |
|
on XX/XX/19 I attemoted to transfer XXXX from citizen 's one deosit checking to my citizens line of credit account via my Citzens on line banking account. The account has 3 products, checking, savings and home equity line of credit, which was added when I took a home equity loan on XX/XX/2019 for XXXX.
the first payment was dues on XXXX XXXX after much trial and error I was able to make that payment through the online banking account referenced above. I also wanted to pay XXXX back to the line, as I didnt need the money at that time so i figured why paying interest on money just sitting in checking. Having not transferred funds from checking to equity before, I assumed it would be just like when I tranfer funds between checking an savings o when the transfer funds to my XXXX account. It was not.
When transferring from checking to savings the accounts used show immediate debit or credit of tranferred amount. EX : lets say I have 200 in checking and 200 in savings. When I finalize a transfer of {$50.00} from checking to savings, my checking account will then show {$150.00} and savings shows {$250.00}. When I transferred the XXXX from checking to equity there was no indication that it had actually occurred. Thinking that i had errored, i attempted the transaction 2 more times with the same result.
The next day I noticed that I had an alert ( not the same as their messages, ) which usually tells me my statements are availble for viewing. When I opened the alert it showed 3 transfers of XXXX, so I attemoted wiorking with online customer service. I sent them a detailed message and was sent a reply that they would get back to me within 48 hours. So I went to the local branch that same day. The VP, and young man named XXXX XXXX was helpful. He called the main office and explained what occurred and was told the funds would be returned in a couple of days.
I was ok with that and when I checked my account the evening of XX/XX/2019, my checking account had {$53000.00}. in it, XXXX more than I started with. The local banch was closed so when I got up the next day i checked the acoun, which then had XXXX in it. They took back the extra XXXX plus the XXXX thtat belongs to me.
I must have 20 customer service messages apologizing for the delay and stating that they are working on it. Mr XXXX has called the main office on at least 5 occasions with me at his desk. each time he told 48 hours. On Thursday, XX/XX/XXXX, we were told a new, more important employee was taking part in this and that it would be resolved in 48 hours. It is not. I still have not gotten my money back.
Everyone involved acknowledges that the system took XXXX too much. What I eally dont understand is why the need to with hold my XXXX from me while they figure out what they did wrong.
I understand that even though i think that the the technical aspect of their bank stinks, I made the initial mistake. However, it has now been 21 days since I started the process of resolving this matter. Thhough incredibly frustrated, I have continued working with with them to resolve this.
Uncle, I give up. Please help me. I took the loan because I needed the money.
|
| 11/17/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
On XXXX/XXXX/16, I checked our accounts with Citizen 's Bank, online, and discovered we 'd been charged XXXX overdraft ( OD ) fees. I 've sent Citizen 's letters in the past concerning these types of OD fees. Before laws changed I was given a few refunds based on my concerns, but eventually responses were " we are sorry but we 've already refunded overdraft fees as a courtesy and will no longer do this. '' Later we received a substantial refund resulting from another court decision. This time I ask for your help.
I believe my issues with these overdraft fees impact anyone receiving these notices and fees ; it puts customers at an unfair disadvantage.
1. Information available to me online is presented in the included png image. It shows that the account was overdrawn for less than {$5.00}, but I believe that was the same day I made transfers from another checking account connected to this account when my husband needed to spend more money than I knew was available. He uses this account and I check it often, we did not find any balance problems XX/XX/XXXX-XX/XX/XXXX.
2. The OD notice, included as a pdf, shows a line on page XXXX called " Items paid from funds available '' with a total but no details. I ca n't begin to understand how this account was overdrawn without those details. This does n't happen often since laws changed, but when it does, I have no idea what the bank sees when it makes these decisions. What was debited? When? When were funds transferred between connected accounts vs. when they showed up on account records?
3. We opted out of overdraft protection ; we decided we do not want to pay a fee to have checks and ATM transactions available if we do n't have money in our accounts. We rarely use checks and have managed just fine.
a. This overdraft notice includes a {$19.00} " Outstanding Debit Card Authorization '' that was never authorized. My husband could n't get authorization for that parking fee, so he used another bank 's card. I can provide a copy of that charge. The refusal prompted me to transfer money, but I did n't see an overdraft. The following week he did use the citizens debit card thus the {$19.00} authorization on XX/XX/XXXX. The {$19.00} on XX/XX/XXXX was never authorized.
b.Furthermore, it appears that the items may include a check - again I ca n't be sure. We believed that not opting for the bank 's overdraft program meant checks would not be paid if there is not enough money available.
I disagree with these fees. We are aware that we were cutting it close. There are times in life when money is tight. This is one of those times. We have not fully replenished our savings, our backup, since my husband had a XXXX last XX/XX/XXXX. Until we do {$70.00} is not money we can spare based on information we do n't have, but that appears to show items were charged against the account that should n't have been.
Thank you for your assistance, and I hope the issue that notices like this do not provide details for " items paid from funds available '' is something you will consider as important information that should be provided - for all banking customers.
Sincerely, XXXX XXXX XXXX
|
| 12/11/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
- Problem with customer service
|
|
Web |
|
|
Citizens bank has been ignoring my calls, emails and they even created an internal case # XXXX XXXX and have been ignoring my request to solve my situation and return my money.
I need your help!
XXXX ) In XX/XX/XXXX I received a check from Citizens Bank for {$880.00} XXXX ) I deposited this check to my personal a/c at XXXX XXXX XXXXXXXX XXXX XX/XX/XXXX XXXX ) 1 year later, in XX/XX/XXXX I received another check from Citizens Bank 4 ) It happed to be a copy issued by the bank and sent to me for some reason ( maybe by mistake, maybe it was a sick joke, maybe it was malfunction of the bank ) XXXX ) I deposited this " new check '' to my a/c at XXXX XXXX XXXX because , that I thought that it was another refund from Citizens bank for overcharging XXXX for mortgage etc. I had Home Equity Loan with Citizens Bank in XXXX XXXX ) In XX/XX/XXXX, I recived a call from XXXX XXXX XXXXXXXX XXXX department, saying that the same check was deposited twice.
XXXX ) Below is the record from XXXX XXXX XXXX : Posting date XX/XX/XXXX Description DEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. XXXX StatusCleared Amount- {$880.00} DescriptionDEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. Merchant name DEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em.
XXXX ) To confirm that it was not a fraud from my side and to avoid overdraft on my a/c at BofA I have send additional funds to XXXX right XXXX.
XXXX ) I did not realize that it was a copy and sent it for deposit to XXXX XXXX XXXX.
XXXX ) I contacted XXXX XXXX XXXX, but they told me that they never recived the funds/ processed this check for {$880.00} XXXX ) I called Citizens bank XXXX XXXX XXXX department ( they issued initially the check ) they told me that it was a mistake and they sent me simply a copy of this check for {$880.00} that was originally sent to me a year ago ... i.e. for my records. Not sure why they do that...
XXXX ) A customer service rep at Citizens Bank at that time created a case number # XXXX XXXX Now the fun part : I contacted Citizens bank today XX/XX/XXXX and they told me that they see that the check was deposited by me at Bank XXXX XXXX and they don't see the reverse at all. I asked to speak to the senior XXXX, but the representative was reluctant to do so, and heard him laughing in the background, then he put me twice on hold for more than XXXX minutes...
Therefore, I am standing right now in the middle : Bank XXXX XXXX got my money back for the check they reversed Citizens Bank claims that the initial check was cashed by me at Bank XXXX XXXX in XXXX.
But Bank XXXX XXXX reversed the check deposit as soon as the copy of the check was submitted for processing at XXXX XXXX XXXX.
Also, XXXX XXXX XXXX confirmed that they never received and deposited this check.
See attached copy of this check number xxxxxx issued on XX/XX/XXXX issued by Citizens Bank , N.A. MEMO : xxxxxxx Please help me to solve this problem with Citizens bank.
As the issuer of the check, they should see if it has been cleared at all.
Thank you!
XXXX
|
| 12/15/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
I signed up for a targeted promotion mailed to me for opening a checking and savings account and receiving a {$300.00} bonus for each one if terms were met. Citizens violated the advertized terms in multiple ways. I opened both accounts in XXXX, and there was an issue with initially funding my account in the way that was offered on the sign up page. The opening deposit did not go through. I was planning on depositing money in a different way to maintain the balance. I was having issues doing this, and I contacted Citizens, and they released a lock that was on my account. I never received any communication that the account had been closed, not just locked, or any messages that something was wrong with my account. Not even a single email. The initial terms had nothing stating that the account would be closed if this initial deposit did not go through. The terms stated the " new account must have a balance greater than XXXX and remain open and active through the payout date stated in the table below to qualify for this offer. '' I met this, it did have a balance greater than XXXX through the payout date. The only mention of a required initial deposit was that the following month a deposit must be made for {$500.00}, which I did. There was absolutely NO mention of an account being closed without an opening deposit before this. If that was required it needs to be stated. It gave the option to fund it when initially opening the account, but there was NO language stating if this step was not completed, the account would be closed. Further more, it did not state that the account was closed when it happened. I logged in multiple times and had no message stating this. The only way I found out is when I called to make another transaction and it didn't work, they told me the account had a restriction on it. But even they did not say it was closed. There was absolutely no way to find out it had been closed other than this follow up at the end of the three months.
When I initially contacted about the terms being met and not receiving my bonus, the representative stated it appeared I had met them, and would follow up with marketing. I then received the attached email message on XX/XX/2023 stating I had not in fact met the terms, because my account was closed after not initially funding the account. The email stated " This was stipulated in the disclosures of the marketing materials you received. '' That is false, no statements were communicated in the materials, I have gone back to look at all bonus terms, as well as standard terms I am seeing on any offer for a Citizens account, and it is stated nowhere.
I understand if an opening deposit is required and it is stated that the account will be closed if not met, then that is one thing. But to not state those terms, not accept an initial deposit, close the account without any notification, then open the account again without telling me it was closed in the first place, and then allowing me to complete all the activities when it was no longer eligible in the system, and only telling me after all this that I did not complete the terms, that is completely unacceptable.
|
| 02/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My loan is owned by XXXX XXXX and serviced by Citizens Bank , National Association.
I signed up for the COVID-19 forbearance program, in accordance with the CARES Act, in XX/XX/XXXX. At time of sign up I was assured over the phone that I would not be charged any accrued interest on my loan other than what was already scheduled for the deferred payments- which is in line with the CARES Act. Immediately prior to the forbearance program starting my remaining principal balance was {$180000.00}.
During the forbearance period I was issued statements that still listed my remaining principal balance as {$180000.00}.
In XX/XX/XXXX I made arrangements with the servicer to resume payments with the deferred repayment plan option. Over the phone I went over in great detail the details of the deferred repayment plan including what the remaining principal balance would be and confirmed what my Principal & Interest payments either be and exactly what my final payment date would be. At that time I verbally accepted to move forward with the deferred repayment plan.
I want to note that the servicer, Citizens, required everything involving this forbearance program to be done over the phone. I requested documents in writing several times throughout the process to explain and confirm what I was agreeing to, and I was repeatedly not provided with written documentation.
Since I was approved for the repayment plan I have noticed my online account shows the incorrect remaining principal balance. There is a XXXX balance of {$170000.00} and a XXXX balance of {$19000.00} for a combined remaining balance of {$190000.00}. I've also received one statement since then showing this.
I called the servicer in late XXXX, and again I'm early XXXX after the statement was issued to let them know I thought the remaining balance was incorrect. During those calls I was told the information still needs to be updated in their system because the repayment plan approval was still in progress.
I called them again today to check on the status and I was told that the deferred repayment plan had been approved over a week ago and all the information in my account should be up to date and correct. I explained I disagreed. The representative I spoke to said she understood my concern but there was nothing she could do about it. She asked her supervisor to weigh in and they are saying that I now owe them missed escrow and interest payments as part of my principal.
I never agreed to anything along these lines, and it's not allowed in accordance with the CARES Act. I have to objection to deferred payments being structured as a XXXX balance on my mortgage, but the combined remaining principal balance should not be approximately {$11000.00} higher after the forbearance period then when I started. I have made 1 payment since coming off forbearance. By my calculations, my remaining principal balance should be {$180000.00} ( {$180000.00} - {$480.00} scheduled principal reduction if I hadn't been on forbearance ).
I have included attachments for my statements that show my remaining balance before and after agreeing to the deferred repayment plan.
|
| 04/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
This is a follow-up from complaint ID : XXXX. Details of that complaint can be found in that complaint. Following the assignment of XXXX from the Citizen 's Office of the Chairman, we worked together to review the details provided to me by the Citizen 's loss mitigation department, and also call them together. Loss mitigation sent me information to liquidate my property. I advised that I was not interested in liquidation, but looking for either a deferral or loan modification. I was advised that I should re-submit my application from the beginning to determine if this was an option. The loss mitigation department advised XXXX and I that I was in a 3-month forbearance. During this time- I was not required to make payments. The representative from loss mitigation also advised XXXX and I that I should submit my application to be reviewed during the forbearance, and that the forbearance would be modified as necessary during the review process. XXXX confirmed and reiterated these details with the loss mitigation representative. This was done in XXXX of XXXX The following week XXXX confirmed with loss mitigation that they had received the packet for review. Each week following this I waited to receive communication, and also verified with XXXX that no status changes were made on my account ( as she did not have visibility into my files, but could see when communications were initiated ). This week ( beginning XX/XX/2023 ) XXXX was advised by loss mitigation that they do not review packets or submissions while an account is in forbearance. Essentially, both XXXX and I were misinformed, and misled by loss mitigation team. They advised that I would need to resubmit everything as my forbearance expired on XX/XX/2023. This will be the 4th time i'm submitting my information to this department. To date I have been lied to, treated transactionally, disregarded, and been placed in a state of duress around losing my home. I have been made to feel like a number waiting in line for a decision of which I have no part in. Citizen 's loss mitigation department has cited multiple times that they do not contact clients - it is my responsibility to continually call them to check on the status of my file. They do not confirm receipt of materials or information, and they reach out over a 30 day period for any additional items needed. I continue to wait in fear for their next communication on the resolution of my case. Internally - it does not appear that they have consistent or accurate lines of communication, and the representatives I've spoken to very often speak little or broken English. I do not feel that Citizens respects or cares about me as a customer, and I hate to think that they may treat other customers this way as well. Let me please be clear, XXXX from the Chairman 's office is the exception to this. XXXX has been undeniably caring and empathetic to my situation. She has gone above and beyond to share information with me and discuss my situation. If the entire Citizen 's company had just a small portion of the customer service focus that XXXX has - I don't believe I would need to be submitting this complaint.
|
| 09/19/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
|
|
Dear Sir or Madam, I'm writing this complaint about the mis-managment of Citizens mortgage escrow system.
Citizens Bank oversees our home mortgage, and as part of their requirements, they insist on us maintaining a tax escrow account. This account is used to cover quarterly property tax payments on our behalf. However, their management of our escrow accounts has been inadequate, resulting in late payments and consequently accruing extra tax interest. Even worse, one tax payment they claimed to have made was never received by the XXXX XXXX government. We've been communicated with Citizens Bank and tried to get that " disappeared '' money back for seven months, but still no luck. The following is the timeline of all the events : ( XXXX ) On XX/XX/XXXX, the XXXX XXXX XXXX XXXX XXXX XXXX the bill for XXXX, and the strict due date is XX/XX/XXXX. ( ref : XXXX XXXX XXXX XXXX ) ( XXXX ) On XX/XX/XXXX and XX/XX/XXXX, the Tax office post additional {$460.00} and {$42.00} for late payment penalty. ( ref : XXXX XXXX XXXX XXXX ) ( XXXX ) On XX/XX/XXXX and XX/XX/XXXX, the two payments {$9600.00} and {$3000.00} were made by us ( not through the Citizens escrow account ) and our neighbor in order to stop the tax to further grow. ( ref : XXXX XXXX XXXX XXXX ) ( XXXX ) On XX/XX/XXXX, Citizens claims that they have just sent an payment of {$4500.00} to Tax Office of XXXX XXXX XXXX which is already more than 2 month late than the required date. And XXXX XXXX Tax Office did not receive this payment. ( See attachment " tax disbursement '' ) ( XXXX ) On XX/XX/XXXX, we first attempted to contact Citizens customer support, asking about the disappeared {$4500.00}. ( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) On XX/XX/XXXX, Citizens replied " Your tax bills are received electronically and paid in accordance with the guidelines set forth by XXXX XXXX Tax Collector. " On the same day, we asked they to provide evidence/receipt for that payment. ( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) On XX/XX/XXXX, Citizens sent us a paper showed that the tax disbursement was made to XXXX XXXX, but it was not a receipt from the government. ( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) In XXXX, we called XXXX XXXX XXXX XXXX XXXX XXXX and they confirmed no payment was received on their end.
( XXXX ) On XX/XX/XXXX, we went to XXXX XXXX XXXX XXXX XXXX, and the XXXX confirmed that they have not ever received such a payment. The XXXX also provided a physical copy showing no such payment. ( See attachment " physical receipt from government '' ) ( XXXX ) On XX/XX/XXXX the case was escalated to Citizens Bank XXXX XXXX of the XXXX.
( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) On XX/XX/XXXX, the XXXX XXXX XXXX XXXX insisted that they have made the {$4500.00} to the XXXX XXXX. And even in this letter, they made a mistake again. We lived in XXXX XXXX rather than XXXX XXXX. ( See attachment " response from Citizens chairman '' ) We are extremely upset about our experience, and would be highly appreciated if you could kindly help us!
|
| 10/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Citizens One Home Loans, a subsidiary of Citizens Bank, N.A. ( the bank ), services our conventional mortgage loan. The loan includes a property tax escrow. The town allows quarterly payments, and the bank had always paid the tax payments quarterly. On XX/XX/XXXX, the bank sent a letter stating it would begin paying the property taxes annually for XXXX, rather than quarterly, to get the 2 % discount that the town offers for paying in full. It noted the change could result in an escrow shortage, which if we did not pay in full, the bank would spread over 24 months in the monthly payment. The letter did not disclose how the escrow account payments would change, or if there would be a shortage. In addition, the letter did not give a choice to waive the 2 % discount, and the possible higher escrow shortage, and stay on the quarterly payment cycle with the town taxes. Around XX/XX/XXXX, the bank sent the annual RESPA Annual Escrow Account Disclosure Statement. The Account Projection table showed there would be the annual tax payment, and that there was now a {$4000.00} escrow shortage. If we did not pay the shortage in full now, the monthly payment for the next 12 months would cover the shortage increasing our total monthly payment {$330.00}. During a phone call with the Tax Dept, the representative said that it seemed like an error and they would review the issue and contact me. On XX/XX/XXXX, we received the same RESPA disclosure the bank sent in XX/XX/XXXX. The customer representative in the Tax Dept told me that there was no choice in the matter, although they could spread the escrow shortage over a longer period if the payment was not affordable. After checking with her management, she confirmed that we had no choice and the bank would pay the taxes annually. 1. The bank does not disclose the amount of escrow shortage and payment increases when it decides to go to the annual payment cycle instead of the usual quarterly cycle. 2. The bank does not provide the homeowner an option. 3. The bank disclosed that the shortage would be payable over 24 months when the Annual Escrow Disclosure said it would be 12 months, resulting in the substantively increased payment compared with a 24 month collection ; and 4. Customer Service confirmed today that the servicing system is in fact scheduled to collect the shortage over 12 months, not 24. This is an Unfair Practice because we have no choice in the repayment terms of the taxes on our property and we had no information or ability to change how much the escrow would collect to prevent the shortages. In addition, this is a Deceptive Practice, because the XXXX letter advising of the change did not provide the information we needed, it stated it would collect the shortage over 24 months when it would in fact collect it over 12 months. The bank should provide more information when it gives notice of the change in its practice to pay the taxes annually. In addition and most importantly, the bank should offer homeowners the option to pay the 2 %, or remain on the quarterly cycle and lower the escrow shortage, because to do so would be best suited for their budget.
|
| 05/20/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I was sent, in the mail, a promotional offer from Citizens Bank at the end of XXXX. The offer promised a bonus of up to {$500.00} if one deposited " new money '' to a " new or existing Citizens checking and/or savings account by XX/XX/XXXX '' and maintained the money in the account for " 3 consecutive months. '' I went in person to my local Citizens Bank Branch at XXXX XXXX and XXXX XXXX in XXXX on XX/XX/XXXX and spoke to a bank representative named XXXX XXXX who signed me up for this offer. I deposited {$180000.00} into my existing Citizens checking account and planned to leave it there for the next several months in order to get the {$500.00} bonus at the end of the time period. The bank representative herself noted in writing on the promotional mailer that she had signed me up for the offer, the amount of money I deposited, and the date of the deposit. She also stapled her business card to the letter, as I requested, to serve as proof that I had legitimately signed up for the offer.
However, when I called that Citizens branch on XX/XX/XXXX to find out why the {$500.00} had not yet been credited to my account, bank representative XXXX XXXX said she would need to hear back from Marketing, which would take 3-5 business days. I called again on Monday, XX/XX/XXXX and I spoke to the branch manager named XXXX to inquire about the situation. He told me I had to wait 3-5 days also. But he also became very defensive and began to imply that I had not qualified for the promotion in the first place and could be " denied '' because of an interpretation of the fine print on the back of the promotional offer. I replied to him that the Citizens employee herself had signed me up for the offer, and if the fine print on the offer was confusing enough to confuse Ms. XXXX and lead her to sign me up for the offer, then that is Citizens Bank 's mistake and not mine as the consumer/client. I continued to tell him that Citizens Bank should honor its commitment which the bank employee put in her own handwriting by signing me up for the promotion. XXXX disagreed and told me that I was at fault for signing up for a promotion for which I was not qualified. I vehemently disagreed.
I proceeded to wait for Citizens Bank 's decision after the 3-5 day period. On XX/XX/XXXX, I received a telephone call from XXXX at the local branch informing me that I had been " declined '' by Marketing and would not be receiving the advertised bonus.
I was shocked at this outcome as a breach of trust and a " bait-and-switch '' type of scheme. For 4 months, Citizens bank had possessed my money and was making interest on it, yet when it came time to keep their end of the deal they reneged by making the excuse that I had not qualified for the promotion -- even though one of their own employees personally signed me up for the offer. Had I known that Citizens Bank would act in this manner, I would have taken my money to another bank and made considerable interest on it somewhere else.
I am asking for the help of the CFPB in resolving this matter in my favor and obtaining for me the {$500.00} bonus which Isigned up for. Thank you.
|
| 01/18/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Denied request to lower payments
|
|
Web |
|
|
I contacted Citizens One Bank at XXXX on XX/XX/2019, approximately XXXX est ; in regards to my auto loan, which is now XXXX years old, and is paid each and every month, in full as agreed upon in my loan.
I have asked for a 1 month deferment, as my child is having an emergency, and I have to expend a large amount of money out of my home. When I initiated the call, I was asked by XXXX, the account manager, to verify full ssn, make and model, and my home address, which I confirmed all. She then started asking me if the vehicle was kept elsewhere, and was treating me like I was a REPO client, when I am not, nor ever been in jeopardy of such.
She then asked me what my current phone number was, which I stated " The one you have on file. '' As it's not changed from when I opened my loan. She started to be demanding, demeaning and rude, and advised that I am required to provide her the number, I advised her no, and that I didn't feel we had a great rapport. I asked to be transferred to someone else. After several minutes of being placed on a muted call, ( I was not on hold I am certain the XXXX had me on a mute, and was listening on the back line ) The manager XXXX came to the line. She badgered me about why I needed the hardship, and was very rude in tone, and volume. I advised her my son is having a personal issue, which is causing me a financial hardship, that I wish not to give the details to the bank, however I am his mother, and legally responsible for him. XXXX got very short in tone w/me and stated that I would have to pay the interest which equated to approximately {$190.00} and then the payment itself would extend to the end of the loan duration. XXXX then advised me that she would generate the paperwork, and gave me options to get it back to Citizens One : fax, mail, email. She informed me it could take about 2 weeks for a decision. We were wrapping up the call, when she started asking questions, such as " are you employed? '' I replied to her that I am not currently employed. She immediately got snappy and condescending, asking me who was paying my bills, and how I am paying my bills. I explained to her that my partner is currently helping me, and it was at that moment that she stated " since you have no job we will not approve this deferral. '' She continued to be combative, and I asked her, what is the point of a financial hardship, if they don't include personal issues or job loss as part of a hardship? '' She continued to be snarky and rude, and accusatory of me being inappropriate, which I was not. This is how I know she was on silent mute.. because I was having a side conversation that she overheard, and I did call the account manager a few names. How would the manager have heard this if I was on hold waiting? XXXX continued to overtalk me, and badger me about income. At that point, I advised the supervisor XXXX, to note my account that I will be 29 days late, since she is refusing to offer any assistance. This behavior is uncalled for, unjust, and inappropriate. Why would the bank not work with me, when I am CURRENT on my loan, and looking only for 1 month deferment?
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| 08/27/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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Web |
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In XX/XX/XXXX, Citizens Bank issued our pharmacy business a revolving line of credit for 7 years for the amount of {$120000.00}. In XX/XX/XXXX, the issued as a second line of credit for the amount of {$27000.00} raising the total to {$150000.00}. This second line was never used by us, but it was issued by the bank to act as a safety net. All payments were paid on time every single time over these two years.
InXX/XX/XXXX we began shopping different banks to acquire a SEPARATE loan for a second business location. Citizens Bank was one of these locations. We were in contact with a newly appointed loan officer by the name of XXXX XXXX. His official title being the Assistant Vice President of Relationship Management. He reviewed our application for the NEW location, and said he wouldn't be able to do it.
A few days later we attempted to access our line of credit for our original pharmacy, to pay our drug distributor, but the bank website was down. When we visited the bank branch to get the transfer initiated manually, the manager informed us that our line of credit had been frozen and the current balance had been converted to a term loan. Apparently only the loan officer, XXXX XXXX, could deal with this matter, but she was unable to contact him, as were we because he was intentionally declining our calls. Despite multiple messages from us, and various employees of the bank, we never received any responses.
According to the bank manager, in order for a change like this to occur with our line of credit, the bank has to issue has a notice 30-60 days ahead of time. In this situation the bank failed to issue any notice whatsoever, and we only found out about this change when we went to make the payment to our distributor. Due to the short notice, we had to scramble and apply for a line of credit with an external loan lender, at an extremely high interest rate that we now have to pay back within the year.
We project to gross over a million this year, yet the bank with these actions has put our entire business as well as hundreds of patients at risk of not receiving their medication from the pharmacy and pharmacist that they trust. With our numbers, we can get another line of credit elsewhere, but it'll still take a couple of months to secure one. Citizens Bank has been extremely non-compliant in this matter, as they continue to pass this matter on to different members of their company, not giving us any response. In the meantime, we have been forced to consider selling our business, because of the lack of prior of notification.
Despite us having a perfect record in terms of payments, and everything else, this bank has felt that it is acceptable to yank a line of credit it reviewed only FOUR months ago. As a matter of fact, after the review, the bank felt so confident that it increased our limit. In the past four months, there have been no major changes financially within our business. We simply do not understand how a bank can make such a big change ethically and legally in such a short period of time with NO PRIOR NOTIFICATION WHATSOEVER and put a million dollar business at risk.
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| 03/16/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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Around XXXX Citizens Bank in the middle of the financial crisis called the equity line due and converted it into a new type of loan. My payment went from {$400.00} to {$900.00} per month. They were also aware that I was recently divorced, had full custody of my XXXX boys XXXX of which has a XXXX XXXX ( XXXX XXXX XXXX ) and I lost over 80 % of my income. I was paying my bill out of savings, retirement funds and my kids college funds to maintain payments and I depleted them down to XXXX when this happened.
I then called asking for assistance and they told me the only way they could help me was to go delinquent on the loan and after I was delinquent for 30-60 days I could start the modification process, which I did.
It took six months of them mishandling paperwork and having only one fax number for the whole bank. they then told me, again after six months that i don't qualify for a modification because i needed to modify my first. Why I wasn't told this from the beginning, I don't know.
They told me I could pay {$10000.00} to bring the note current and avoid foreclosure. I obviously did not have this and I had gone 30 days late on my first mortgage. So I now called them to expedite a modification and get the first mortgage done so I could fix the second.
Now I am modifying my first which turned into a nightmare. After 6 or 7 months in the process they would sell the servicing and I would have to start the whole process over again. This went on from XXXX to XXXX at which time I was forced to file bankruptcy. I was able to keep the house and negotiate a modification for the first with XXXX XXXX. Now I called Citizens in XX/XX/XXXX to start the process again with them and they told me I needed to wait until the 3 month trial period was up with XXXX XXXX. I made my 3 payment in XXXX and submitted for the modification with Citizens. I could only send limited documents to a fax number only and had to send the same items multiple times without getting verification of receipt. Sometime around XXXX XXXX I received a phone call saying I was approved. The point person at Citizens ( XXXX ) said I would be receiving a form from Citizens legal department so they could clean up liens that were on the title. I was told that this would take a month or two and they would reach out to send me the agreement. They did not have any terms at this time but once the title was clear the would get me that information. After 2 months I get a statement in the mail from Citizens requesting a payment of {$1300.00}, I was confused as I had not signed any contract or entered into any agreements with them. So I called the number on the statement and the person on the phone told me not only could I not make a payment but I was kicked out of the modification for lack of paperwork. I then called XXXX back and she no longer worked for Citizens, at this point I began looking for a lawyer.After several months I found an attorney and filed a 93A. In XXXX of XXXX attorney XXXX XXXX instructed me to file for another modification with Citizens and to use the services of XXXX XXXX XXXX XXXX XXXX to document the process.
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| 07/16/2018 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Confusing or misleading advertising
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Web |
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Hi, I am writing to report Citizens Bank for predatory lending, false marketing, and high-pressure sales tactics and practices. Citizens Bank falsely advertised eligibility criteria that do not correspond to their actual business policies, and its officers pressured me to apply for a loan I would not be eligible to receive. On top of that, Citizens Bank 's officers refused to provide any clarification as to what the actual eligibility criteria are.
I completed XXXX school in 2016, and I have student loans that I have been looking to refinance at a better rate. As an international student on an XXXX visa, I couldn't find any program that would deem me eligible. In XXXX of this year I received a mail ( scan attached ) from Citizens Bank prompting me to apply to refinance my student loans. The eligibility criteria attached clearly state that " US citizens, permanent residents, or resident aliens with a valid US social security number residing in the United States '' are eligible.
On XX/XX/XXXX, I decided that I would be interested in the product, and I proceeded to process a rate quote online. After receiving a rate quote, I was prompted to apply. The website confirmed the eligibility criteria included in the mail I had received earlier, under which I would be eligible. Knowing that most student loan refinance programs are open only to US citizens or permanent resident, I decided to proceed with more caution, and I opted to call Citizens Bank 's customer service to receive more information.
Citizens Bank 's officers revealed that the eligibility criteria listed on the mail I received are not correct. In fact, they shared with me that, as a resident alien ( with a valid US social security number and residing in the United States ), I could not apply on my own. I could only apply with a US citizen or permanent resident co-borrower and, if I did, my income would not be counted towards my debt-to-income ( DTI ) calculations to determine eligibility. In my particular case, I could have applied together with my wife, who is a US citizen. Only her income would be counted ; however, both my liabilities and hers would be included. In order to understand whether I could feasibly apply, I inquired about what is the maximum DTI allowed, and I was told that that is proprietary information that can not be shared. Despite all of this, the representative pushed me to still apply to see whether I could be approved or not. Knowing that my DTI calculated without including my income would be high, I decided not to proceed with my application. I shared that I would complain with the CFPB, and a few days later I received a mail ( attached ) stating that my income would not be considered on this application. However, their marketing materials never indicated this.
Luckily, thanks to my background I have knowledge of predatory lending and practices, and I was able to recognize this before applying. Unfortunately, other consumers might not be as informed, and will fall trap of these subdolus practices. I appreciate your help ensuring that other borrowers don't fall trap of these false claims.
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| 04/12/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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This is a complaint regarding XXXX XXXX XXXX. On XX/XX/2022 a salesman named XXXX came to my door trying to sell me a security system. We talked for several minutes. He said that I would have to finance the equipment and that its a 5 year contract. I then asked him if anything would be added to my credit report. He said that it would be a soft inquiry to see if I qualified, but that nothing else would be reported. I specifically said I didnt want anything reported to my credit or else I did not want the system. I told him that I was not feeling well because XXXX XXXX XXXX at the time and that I did not feel comfortable making a big decision right then. He said I had 4 days to cancel if I didnt like the system. I agreed and then the technicians came to install the system and I turned them away because I really did not want to sign up under those conditions. XXXX came back to my house after XXXX being so aggressive and offering to send me {$160.00} on XXXX XXXX. I went ahead and signed up for the system. He made me do video recordings agreeing to certain statements. The system was installed and they left.
XXXX only gives their customers 3 days to cancel. Well credit reporting takes about 30 days so about 30 days later, I get a notification that a new account was added to my credit report for almost {$3000.00} for this security equipment. I called XXXX and asked them to cancel my account because I was lied to and pressured to sign up for this security system. Since I was told that the balance would not be reported to my credit, I assumed this would be like financing a cell phone or cable/internet equipment. Those things are also tied to a service but are not reported on your credit. I spoke with a supervisor named XXXX and explained everything. He said that I would have to pay off the equipment and then I could cancel. So he basically asked me to hand them almost {$3000.00} for some equipment I had for less than a month and then it would be useless at that point. 3 days or {$3000.00}???? This policy is essentially entrapment, and it is highly predatory against consumers. It should be against the law.
The contract that I have is between myself and XXXX. Per section 20, this is the entire and only agreement between us. I was never given a contract or agreement with Citizens One XXXX. If ones exists then please send it to me. Per the purchase and service agreement, I authorized XXXX to pull my credit not Citizens one XXXX. It does not explicitly state that that I allow Citizens to report any balance owed on the equipment. The agreement is allowing XXXX to report to my credit about the payment history for services. Also, per the purchase and service agreement, this contract takes precedence over any prior verbal agreements so the videos you have of me agreeing to the system are not relevant or valid per said contract.
Please cancel my service and return the funds you received from Citizens on my behalf so that I no longer owe Citizens or XXXX any money. I think the standard 30 day cancellation policy should be required. Complaints have been filed with the CFPB and XXXX.
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| 12/13/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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I have been trying to fight ATM charges on my account since XX/XX/2021 and keep hitting brick walls head on. It's actually been frustrating knowing that someone stole money from your account and you can't even trust your bank to resolve it properly. I initially disputed ATM transactions on my account that were fradulent, only to find out that my bank closed their investigation due to no fraud being detected. I was told to go to my local branch and view photo/video that was located and that would show that someone authorized to use this account had made the withdrawals. To my own knowledge, I am the only person that is authorized to use this account so obviously I took a trip to the branch to view this evidence. The associate pulled up my account and showed an ATM photo of myself. I took a look to verify and it was me. Judging by the background I could tell exactly where this photo was taken so I asked for additional information to confirm. This was taken at an ATM that I use at lease once a month. This brought me to wonder why that transaction was listed in the report. When reading back all of the transactions to me I learned that all of my transactions during that time frame were added to this dispute. At this point I am very angry because I did not report all my transactions as fraud and I dont know why the claims representative would include transations that I did not list. I gave the claims representative a total of 39 transactions, all from the same location. I've attempted multiple times to resolve this by starting another dispute and explaining all of this was an error. I provided the correct information and had multiple disputes started. The end result is always the same, they start their investigation, don't ever respond back and when I end up calling 1-2 months after initiating it. I am told that the investigation was completed and closed. Thank you for not calling me, mailing me any kind of response and not doing a thorough investigation. When the initial investigation was closed, it stated that an investiagtion will not be opened again in the future, So everytime I submit a new claim, this is what they are referring to and not even doing a new investigation. Even though I have submitted new information about the error that had occured during the first investigation. They refuse to do a proper investigation and in the meantime. My money is gone and this isn't pennies on the dollar here, this is allot of money. I also want to note that I have now found 2 merchants that have told me that my bank had performed a charge back and was credited the amount that was being disputed. I find this very troubling because I never received a credit for any of these transactions and when my bank denied the claim they never returned the money back fo the merchant either. So where is this money going? Sounds like back into the bank 's pocket and so I wonder how many more transactions of mine did they charge back and end up keeping the money for themselves. It's even more disturbing because it makes me wonder how many account holders have they actually done this to in total???
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| 09/21/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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I have to file a complaint to CFPB regarding the recent awful or horrible experience that I have with Citizens Bank on the unfair banking practice and discrimination toward oneself, who as an XXXX and XXXX woman.
My family and I have been the customer with Citizens bank for over XXXX yrs. and I starting my banking accounts with Citizens Bank since I XXXX to U.S. inXXXX. As a single Mother, I have working very hard to raise my own children, have carefully management my own self and family 's finance and banking with Citizens Bank.
Unfortunately, there are problems raised from XX/XX/XXXX, when a Fraud happened, the unauthorized party ( XXXX XXXX ) started transferring money out from my primary checking account! I ran to the bank and called to file the claims of fraud to Citizens Bank the end of May. In between XXXX, The total amount that XXXX XXXX unauthorized transferred from my checking were {$7500.00}. Citizens Bank was able to credit back {$6000.00} onto my checking account ( # 1 ) on XXXX.
I was horrified by the first fraud activity happened in my live and still trust for Citizens Bank could help getting all my money back. At the same time, I opened another new checking account ( # 2 ) with Citizens Bank, and I am waiting the further clarification from the Bank and my banking activities to be clear before I can close the old checking account ( # 1 ).
Unfortunately, I was very disappointed that Citizens Bank mistakenly reversed total of {$1400.00} dollars on 3 credited of transations, from my # 1 checking account on XX/XX/XXXX & XX/XX/XXXX. These activities caused the negative balance on my checking account.
After the careful inspection, I believed that these were the Citizens Bank 's errors, these were not the 3 duplicate credits that issued by the bank on my account and Citizens Bank should reversed or post the $ back to my checking account.
To working out these disputing transactions with Citizens Bank, I have making many of phone calls to online banking, claim. fraud and ACH dept, running back and forward to meeting with bankers / customer service. After spending so much of valuable times and energies, trying to communicate with Citizens Bank, I have received enough ignoring, rejection and discourage on this whole process. I don't know if it is because I am a woman and speaking XXXX with accent? It makes me very angry & upsetting when the bankers don't show respect to the customer, they don't want to listen, or stare at you/me and says, " you don't understand ... " In addition, I am questioning the quality of the customer services and the working skills that the staffs of Citizens Bank XXXX I hate to say that when I spoke to someone who supposed response to my questions and provide help professionally, but instead they either play BingBong or can't provide satisfied answers or solutions to resolve the problems or address the issues that I have.
I have to file a complaint and share these terrible, unpleasant banking experiences with you. It would be very appreciated if any of the kindly support and suggestion can help resolve the problems.
Thank You,
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| 05/10/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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In XXXX of XXXX I received a mailer from Citizens bank offering a new account bonus of {$300.00} if you opened a new checking account and had direct deposit of {$500.00} go into that account during the eligibility period. I followed the link I received to open this account in XXXX and set up direct deposit for the account. No where on the link to open this account did it ask for a code or say a code was needed, just said follow the link and open up a new account and your eligible, which is exactly what I did.
After setting up the direct deposit and meeting the minimum {$500.00} direct deposit requirement I called to see when I would get the bonus. They said it was based on when the account was opened and looked it up and told me I would get it at end of XXXX of XXXX.
I checked back a few times via phone calls and through their chat online to see if everything was in place for the bonus and was told everything was good. I waited until XXXX and called again to see when it might come in and she told me to expect it by XX/XX/XXXX as that was the last banking day of the month.
XX/XX/XXXX came and went and no deposit. I got on chat that day and said it wasn't there, the chat agent told me they have until XXXX XXXX for their banking day and it still would come in.
Next day I checked and still no deposit into the account. I called again on XX/XX/XXXX spoke to a XXXX and was asked for my code. I said what code I followed the link on your site and set it up just like I was told to. He said a code wasn't attached, I then told him that then their site didn't attach it because I followed the link exactly and that I did everything I was supposed to this error was on their end. I even told him I had spoken to several people at the bank before this and all told me it looked good, no one told me a code was missing.
He then put me on hold for a bit and said he found a code and I was all set and that someone would call me back on Wednesday XX/XX/XXXX on when I would receive the {$300.00} welcome bonus. I waited all day on Wednesday XX/XX/XXXX for someone to call me and they didn't. I decided to wait and see if the bonus showed up in my account on XX/XX/XXXX.
It did not show up so I got on the chat and spoke to a representative who said they were behind could I give it another day for someone to call me, I agreed to do this. On XX/XX/XXXX I still had not received a call of the bonus welcome in my account and I called again myself. At this time the agent told me I didn't qualify for the bonus the code was invalid. I preceeded to tell him their employee gave me the code and he just said sorry nothing he can do. I told him I did everything I was supposed to do and they even gave me a code and now its no good. It was a complete scam. First I follow their own link for the promotion, do everything I am supposed to do to get it, call several times to be told it is all good will get it, then the time to get it comes and I am told no. I am entitled to this welcome bonus of {$300.00}, it is false advertising and getting people to sign up for accounts and then they do not pay the bonus.
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| 06/10/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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Context : I opened a checking and savings account with Citizens Bank on XX/XX/XXXX to get a lower interest rate on the student loans I had just refinanced with them. Part of the requirement was to deposit money into the accounts, so I put an initial {$100.00} into both. As this is not my primary bank, my goal was to just deposit money into the savings account each week and use the automatic withdrawal to pay my loans each month.
Initial issue : While I regularly logged into the app to check my savings account, unfortunately, I was not paying attention to my checking since I was not using it. On XX/XX/XXXX, it caught my attention as the {$100.00} I had initially deposited had turned into a - {$9.00} balance. To my surprise, I had been getting charged a {$9.00} " Service Charge '' each month. I quickly contacted customer service and was informed that Citizens Bank charges this fee when there is no activity in the account. The only requirement to avoid this fee is to deposit a minimum of {$0.00} each month. During this 12-month span of being charged this fee, I was not contacted by Citizens, nor made aware this inactivity was causing my investment to deplete. I opted out of paper statements, however, there is nothing evident in the app, such as a notification, that would have made me aware of the situation, nor did I receive any emails, which they have on file. The digital statements are not easily accessible on the app, and I would have no reason to check them anyway since I was not using the account. Clearly, I would have deposited a mere one cent had I known this was going on. Especially since {$260.00} of my paycheck is being deposited into my savings each week, I would have happily put some of that toward my checking to avoid this erroneous fee. Luckily, the customer service agent was able to reimburse 3 of those fees, however, it still put me at a {$79.00} loss at the time.
Why I'm filing a complaint : After speaking with customer service, I went to the account to set up automatic transfers. It was then that I noticed my account had been " inactivated, '' so I was unable to make any deposits or transfers out of the account. Due to this, I assumed the account was essentially closed and would not incur any new fees. How could I if I was unable to perform the action that allowed me to avoid the fee? Well, on XX/XX/XXXX I logged on and sure enough, I was charged the fee. This time, I called customer service to explain the situation and request the fee be reimbursed and after a long conversation with the rep and supervisor, I was informed that they could not reimburse the fee. The reason being they had already given me 3 courtesy reimbursements and the system would not allow them to do a XXXX. I explained this was not a courtesy, it was an error on their end for their system not allowing me to make a deposit, yet still penalizing me for not doing so. I also argued that the customer service rep I spoke with on XX/XX/XXXX should've informed me my account was inactive and I would not be able to make any deposits if that was the case, to which the new agent agreed.
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| 01/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Other features, terms, or problems
- Privacy issues
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Web |
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I used to be an XXXX XXXX from XX/XX/XXXX until XXXX XXXX, when XXXX sold its customers to Citizens Bank.
On XX/XX/XXXX, was my last credit card statement with XXXX, my bank account with them was closed and I did not wanted to be a citizens customer.
I started to receive mail from Citizens bank as if I was their customer. I called them to make sure they knew I would not want any relationship with the bank.They explained to me over the phone that was an automatic procedure and every XXXX customer would receive that and all I had to do was ignore any information from them.
A few automatic payments I had used to be debited from my XXXX credit card. On XXXX and XXXX, i had to change the payment method as obviously my XXXX card was inactivated.
Anyway, I used to pay my XXXX using my XXXX account. Around XX/XX/XXXX, I received a Citizens statement charging me some a balance without describing the service purchased. I called them and they said it was related to XXXX expenses from XXXX until XX/XX/XXXX. I said that was definitely a mistake as I had never had any relationship with Citizens Bank and never ever activated any credit card from them. They gave me the final XXXX digits of their credit card : XXXX. I assure them I never touched a credit card with that number.
They kept sending me billings for this and I kept calling them trying to understand what was going on and they told me to speak at the fraud department. I called Fraud department and we went over the amounts and they explained that my XXXX card Final 4 digits XXXX was the same as XXXX. That blew my mind. The XXXX amounts matched my XXXX rides and so I checked the payment in my XXXX account and for my surprise XXXX was charging my XXXX rides on my XXXX card final XXXX, wich was activated again in XXXX XXXX without my consent and sent to Citizens bank that I explicitly said over the phone I wanted no relationship with. I have been trying to pay my XXXX balances with them but they are charging me XXXX dollars od interest charge that I told them I refuse to pay.
I Today, I called XXXX to understand why they did not cancel everything as I closed my bank account with them. The attendant said it could have been the system. I reply then fix it. After more than XXXX hour with XXXX attendant she transferred me to her supervisor. All they can say is that they are very very sorry but they no longer can access my credit card with Citizens Bank. Citizens bank refuses to take away interest rates.
I feel unpowerful and cheated by two gigantic institutions that abused from people 's naiveness to make money. I am a single mom in a middle of a litigious divorce, meaning every cent spent in my life at this moment counts. Because of this my credit card went down almost XXXX points and it is impacting my financial life in every possible way.
I do not know what else I can do to make this be at least fair. I am sure if I had XXXX XXXX dollars in my bank account both banks would be apologizing for their mistake. This is so frustrating and I believe it is worth fighting for as I am a very correct person with my debts.
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| 09/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have been trying to get my loan modification finalized by Citizens One Bank Mortgage Servicer. I have contacted XXXX XXXX in regards to their lack of compliance is providing the most up to date information regarding the loan status and balance. A XXXX contacted me from Citizens Chairmans Office to add more frustration to the issue of the loan modification. I thought she was supposed to help but she provided nothing but a further waste of my time. The loan status is still the same as it has been since XXXX if XXXX. I have signed a finalized loan modification paperwork and continue to receive monthly statements showing past due amounts which have negatively impact my credit score with the CARES Act said should not occur. I dont know who else to notify of this issue but its very disappointing that I am making on time payments and the Citizens Banking Institution is not reflecting the correct loan balance and payments that have been made. It concerns me that fraudulent activity could be occurring because I still have not received a monthly statement with the accurate monthly payment amount and instead received one that states I am past due which is nearly impossible since I have been making payments since XXXX XXXX. It is unacceptable for me a consumer to have a binding agreement that is not being fulfilled in any manner legally. In fact what was filed with the courts is not accurately reflecting on my monthly statements and how is that so. That comes off as suspicious and fraudulent activity on behalf of the mortgage company. Whenever I call to ask why its taking so long they provide the same excuse line they have been telling me since XXXX of XXXX. We have to update our system well it should not take 7 months to do that especially when the lender Citizens does not communicate with the consumer advising them of the status and instead saying the consumer is Delinquent on a debt that the consumer has been paying a legal binding amount on. Other Mortgage Lenders are not having these problems and I can attest to that having done the process with another lender that took all of 45 days from beginning to end loan modification and updated loan status reflecting binding agreed payment amount and not impact to credit reporting. I am still waiting for Citizens to send me a updated monthly statement to reflect the amount we agreed to back in XXXX and have yet to hear anything from them about the completion of their supposedly system update. I am going to receive another monthly statement in a few days saying that I am now three months past due which is not true because I have been paying the monthly binding amount. Its very sad they can force you to make an on time payment but dont have to provide on time loan servicing and can harm me a consumer on credit reporting because of their negligence. XXXX XXXX is no help they publish these policies and dont hold the lenders accountable for doing their job leaving the consumer to figure out on their own. Why have XXXX XXXX if they dont want to help consumer and continue to let lenders practice recklessly on behalf of the consumer.
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| 04/05/2021 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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I co-signed my wife 's {$3500.00} student loan through Citizens Bank as she was finishing up her final year of college. She graduated in XX/XX/XXXX, which means the repayment started in XX/XX/XXXX. She went online to establish auto-payments for her loans. Citizens Bank does not coalesce their loans into one payment ; no, that would be too easy for the consumers. Instead, my wife had to set up auto-pay at least three separate times, once for each different loan she had to take during her years in college. I personally have students loans through two other lenders that are not Citizens Bank, and my wife has another lender outside of Citizens Bank. In our experience, Citizens Bank is the only one that breaks up repayment in this fashion by default.
My wife set up auto-pay which appeared to be working as we started receiving " Thank you for your Payment '' emails in XXXX with payments coming out on XX/XX/XXXX and XX/XX/XXXX. It wasn't until months later that we found out we overlooked setting up auto-pay for one of the several loans that were taken out over the years. Citizens Bank did not notify me until they put the loan in delinquency. No mail notification, no emails ( only the " Thank you for your payment '' again in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) no phone calls, until the loan is now delinquent. We had full intention and means to repay this loan, but their website and their repayment system is not intuitive and not user-friendly.
XX/XX/XXXX, Citizens Bank mailed out a letter indicating the loan is delinquent, which I received on XX/XX/XXXX. Upon getting home from work on XX/XX/XXXX, I immediately set out to remedy the situation, but ending up on the phone with XXXX because I could not navigate the website to find where the one loan that is delinquent versus the rest that were properly configured with auto-pay. XXXX Customer Service was able to navigate me to the correct loan and I promptly paid the current balance.
After this negative experience, I did not want to give XXXX Bank any more interest off of that loan, so on XX/XX/XXXX I went back and paid off the remaining balance of the entire loan. I then called XXXX XXXX to file a contention of the delinquent report to the credit bureaus as this issue came up solely by the unorthodox nature of repayment for multiple loans, lack of meaningful communication that one of the loans was not being paid, and an unintuitive website that required a call to customer service to successfully navigate.
XX/XX/XXXX, Citizens Bank denied my contention for credit reporting adjustment based on the fact they " do not offer courtesy credit report retractions. '' This entire issue stems from Citizens Bank. My wife and I tried to follow the rules, and we had repayment activity across our account, but Citizens Bank 's website made it extraordinarily difficult to establish and verify proper repayment when you have multiple loans with them. This should not be a matter of a " courtesy '' retraction but a matter of " sorry for our blistering incompetence to make a consumer-friendly repayment scheme and intuitive website. ''
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| 06/09/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have tried to get a loan modification for the last XXXX months, due to Covid related financial hardships. I have applied several times with Citizens One Mortgage, their customer service is horrible. I was apparently assigned a Relationship Mgr, whom I can NEVER speak with. I have submitted every document requested of me, with no consisitant or truthful updates of my application. I was told that my application was denied several times, and that correspndance outlining this denial was mailed to me. I did not recieve any corresondance, and when I asked about it, I was given a tracking number. Upon checking the tracking of the letter, it stated that only a label was printed, but never mailed to me. I was also told that my account was still in forbearance, when it actually was not. No ever contacted me about an end date of the forbearance, nor did anyone provide me truthful information regarding the forbearance. I was told by several customer service reps that once the forbearance was over, that my arrears would be put on the back of my loan and I would resume my payments at an amount deemed by the modificatin team. NOT TRUE!!!! I was also told in XX/XX/XXXX, not to make any payments towards my loan as it would affect my modification, again not true. Now I am XXXX months past the end of my forbearance and I have recieved letters from an attorney representig Citizen 's One regarding foreclosure. I have left messages for over a year to speak with someone regarding my account and NO ONE has retuned my calls or emails. I feel that Citizen 's One has misled me during these trying times of Covid 19 and lack any empathy towards their consumers. I fear I will lose my home due to incorrect information and misleading correspondance during this process. I am repared to stay in my hme and resume my normal payments, but I can't speak to anyone to express this. There are serious language barriers with their customer service and the rudeness of most of them does not help the situation. I have been hung up on, yelled at, accused of lying and just simply disregarded. I have been read a script so much that I know the script by memory.
XXXX XXXX XXXX MODIFICATION APP SENT XX/XX/XXXX TOLD APP WAS DENIED, REAPPLY, ( HAS SPOKEN WITH CUST SERV EVERY MONTHSINCE XX/XX/XXXX, WAS NOT TOLD THIS INFOR TIL NOW ) XXXX XXXX XXXX MODIFICATION APPLICATION/APPEAL SENT XXXX XXXX XXXX CALLED EVERY WEEK FOR UPDATES XXXX XXXX TOLD DOCUMENTS ARE NEEDED AS WELL NEW APPLICATION XXXX XXXX XXXX CALLED EVERY WEEK FOR UPDATES, SENT ALL DOCUMENTS REQUESTED ( GIVEN FALSE INFO ) XX/XX/XXXX, XXXX TOLD I WAS DENIED FOR COVID RELIEF AND LTR WOULD BE MAILED DETAILING DENIAL REASONS ( NEVER RECIEVED ) XX/XX/XXXX, XXXX LTR FROM RELATIONSHIP MGR, XXXX XXXX, ( MAY NOT BE A REAL PERSON AT THS POINT ) STATING MY APPLICATION WAS REVIEWED AND THAT ALL DOCUMENTS HAD BEEN RECIEVED AS OF XX/XX/XXXX.
XX/XX/XXXX, XXXX TOLD APPLICATION WAS DENIED ALL TOGEHTER AND TO APPEAL. ASKED TO SPEAK WITH REATIONSHIP MGR OR A MGR AND WAS DENIED. WAS TOLD MESSAGES WERE LEFT AND THAT SOME WOULD CALL ME BACK, NEVER RECIEVED A CALL OR EMAIL.
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| 01/14/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
Older American |
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On XXXX/XXXX/XXXXwas the closing of the home I sold XXXX - the XXXX held funds because of the buyer on XXXX funds were release and the bank was paid on XXXX I got a letter from the bank stating I was 30 days late in my mtg payment the letter was dated XXXX and I figured that the funds crossed with the letter.
on XXXX - I was notified via e mail from my credit bureau that I was late in my payment. I called the bank and was informed that the letter was a mistake. I was not in default. The payoff was short and that they were going to notify the title company that day. I asked to have my credit corrected and they were to do so. I asked what else I should do and was informed to call my closing attorney and give him a heads up. This was the first time he got this information. He tried to call the bank but they would not speak to a third party and he told me I had to call them and to speak to a supervisor. Which I did. I spoke with Crystal the supervisor I asked why I was no one informed until now. She said they tried to call me at two phone numbers that have been out of service for 5 years. Now They have been mailing all the information to the Florida address but they never called the Florida number. She informed me that they sent a fax to the sellers attorney informing them of the shortage. They never got the fax, I asked if they would wave the fee and she told me that the best she can do is remove the {$72.00} and the payoff would be {$930.00} She also told me that no further late fees would be applied. She asked me when this would be settled and I told her I wanted it done that dayFriday XXXX. I informed my attorney and was asked to call XXXX back and have her fax the payoff total to them with proof that they faxed the information to the sellers attorney. This was not done. I called XXXX back 4 times on Monday XXXX no response. Tuesday XXXX I got a call from the default department about my late mtg payment. Spoke to XXXX who told me that XXXX is very busy and could not speak to me now but she would send an XXXX mail to her. On XXXX I got another call from the default department. Spoke to a XXXX who said there were so many names on this issues she would put an urgent e mail to XXXX to get in touch with me that day. I also called XXXX back and asked her to call me and she did not. I was reported to the credit bureau twice more on XXXX & XXXX for a late mtg payment and the total was now up to {$2800.00}. I do n't know what to do. I do n't want to ignore this situation I want this settled. I also e mail two ceos of the bank and my attorney did the same. I also got in the mail information how to avoid foreclosure and to call the default department for help. I am not sure they are all aware of what is going on.
I feel so helpless and hope that you can assist me with this matter.
I have NEVER been late in a mtg payment so I do n't even know if there was a grace period. If there was a grace period maybe the payoff was correct.
ALSO I do n't feel I should be the one to pay this fee but I am willing to do so just to end this matter. Please help me Thank you in advance
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| 02/18/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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On XX/XX/2018, my mother passed away. My father is about to turn XXXX. After my mother 's death, my father, sister and I went to his bank to have my mother 's name removed from the savings and checking accounts and to have our names added so we could assist my father, should he need it. We provided the bank with a death certificate and filled out and signed all the appropriate paperwork. A year later, I discovered that the accounts had never been changed. I went back to the bank ( a different branch ) and was told that the original branch should have kept copies of the paperwork in their branch. The branch XXXX contacted the original branch, but they had no record of the transactions. We again provided the bank with a death certificate and filled out the paperwork. It was overnighted to the main bank offices. A year and a half later, I was back in the original branch to check on something for my father and discovered that my mother 's name was still on the accounts and that while my name had been added, my sister 's had not. The bank could not find anything in their computer showing that the accounts had ever been changed and yet my name had been added. This is a pretty basic banking transaction and it has been 3 years 9 months and the bank has not to date been able to do it correctly. I find it worrisome that we have dealt with two branches and multiple people at each branch and no one seems to know what they are doing. Also, last year my father wanted to pay off his equity loan and close it permanently. My sister accompanied him to the bank where they were provided with the pay off amount and filled out the paperwork to close this line of credit. About 2 months later, my father received a notice from the bank that this line of credit was still open and that he had a {$40.00} balance. I went with him to the bank and discovered that when they gave him the pay off amount they had neglected to include the fee for filing a discharge, so they just left the line of credit that he had closed open with the fee as a balance. This affected his credit score which in turn affected his home owner 's and car insurance rates. No one at Citizens bank knows what they are doing and no one is minding the store. The branch XXXX, from the original bank and from the equity credit line fiasco, told me it is not the bank 's fault- it is the fault of the individual 's who work there and don't do their jobs correctly. Isn't Citizens bank responsible for their employees? Shouldn't they be? Their incompetence appears to be widespread. My parents banked here all their adult lives and my father is set in his ways and is reluctant to move to another bank ( though he is also aggravated ). We put things in place to assist him, or at least tried to, but my sister has been repeatedly locked out of the account. The branch XXXX also pointed out that if something happened to both myself and my father, my sister would not be able to access the accounts. While she said this with concern, it does not correct the matter. We have literally wasted hours at Citizens bank trying to just get this done.
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| 04/12/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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During the first week of XXXX, XXXX I went to the Citizens Bank branch office located at XXXX XXXX XXXX in XXXX to make a deposit. While there, I inquired about HELOC rates as I have a HELOC with the bank that has a rate of Prime minus .50. I was not interested in a larger HELOC amount as I was satisfied with the amount of my line which is sufficient. The branch manager proceeded to inform me of a special promotion that would offer me a better rate ( Prime minus .75 ) as well as increase my line amount and the maturity on the HELOC. I was encouraged by the manager and his assistant to submit an application and follow-up with additional required information ( W-2, 1 month of pay stubs and home owners insurance ) to get the rate. The app was submitted and I follow-up within a few days with the other required information. About a week or so later, I received a call from the branch assistant notifying me the loan was approved. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX in the mail ( attached ) verifying the application was approved contingent upon items that I had provided to the branch. I few days later, I received a call from Citizens loan closing department inquiring to set up a date to close the loan as everything was approved satisfactorily with the information I provided to the branch. During that call, the loan closer informed me that the rate would be the same as I already had ( Prime minus .50 ). He said that the lower rate was only for new borrowers only which I told him that the branch manager never informed me of that. I told the closer that I would not have gone through the process had I known that, as I am sensitive to inquiries on my credit report that effect my credit rating and I didnt need a larger HELOC. I then followed up with the branch and was told they would look into giving me the reduced rate as had been told the wrong information by the manager. On about XX/XX/XXXX, I went to a branch closer to my home ( XXXX XXXX Office ) and filed a report of the incident ( # XXXX XXXX ) to get in on record. On XX/XX/XXXX I received a call from the assistant at the XXXX XXXX XXXX office that they would not honor the lower rate for me per the denial by the regional manager. He could not tell me why it was denied. I requested the regional managers contact information which was given to me ( Ms. XXXX XXXX ). I placed 2 calls to her ( XXXX and XX/XX/XXXX ) and have not received a call back. This is very disturbing and frustrating as I have banked with this bank for more than 30 year!!. I went through this loan process only because I was told confidently by a trusted authority ( branch manager ) that I would get a lower rate on my existing HELOC. The loan was approved and it was committed to me that I would get the rate. Instead, I got a larger loan amount that I didnt need along with my credit report being impacted. The regional manager doesnt even have the courtesy to call me and tell me why they wont honor the rate.
I am furious about this whole situation!! I need them to stand up to what was committed to me! Thank you for your help.
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| 05/18/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Confusing or missing disclosures
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Web |
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I decided to sublet an apartment through a post I saw on XXXX . The apartment was located at XXXX XXXX XXXX XXXX XXXX XXXX , MA. The contact who I spoke with was XXXX XXXX and his email was XXXX XXXX XXXX . I viewed the lease and needed to send a deposit of {$3000.00} to hold the apartment and to take it off of the market. I was given an account and routing number to send the money to. I went into the Citizens Bank branch located at XXXX XXXX XXXX , XXXX , MA on XXXX / XXXX / XXXX at approximately noon. I went in asking to speak with someone because I was wary of the situation. I wanted to see if sending a wire transfer was safe and what my rights were to receive this money back. I acknowledged that this was a XXXX posting. I spoke to the manager XXXX and he had me sit with a junior worker. I gave the representative the account number and then the routing number. He stated that the routing number did n't match to that of the account. As I did not have another routing number to give he proceeded to look and select one himself. He stat ed how it was odd that there were so many accounts in so many different states held by this holder. He assured me this was n't a fraud since he found a routing number that matched the account number. Meanwhile this citizen 's bank representative was unprofessional and made me feel uncomfortable throughout the whole process. I was alone and among other things he commented on how I am " all set '' due to the number of savings I have in my citizen 's bank account. He even said he knew one of my coworkers discussed alcohol and how he often gets drinks with my coworkers. As a young female I was n't comfortable with him serving me but went through with the transaction out of pressure. After leaving the office I felt that something about the transaction was not right. I immediately had reason to believe that the XXXX posting was fraudulent. I calle d Citizens ban k after hours on XXXX to notify them and see what I could do to get this money back and to cancel the wire. They said since it was XXXX or after business hours that there was nothing that they could do but to call the next day. I called the wire department the next day and they opened a claim but told me that it was too late. Ever since then I have been told many different things by citizens bank about what should or should n't have been done. Not many people at the bank seem to know how to handle an incident like this and I was skirted around many times. After contacting the manager in the branch he said that I should have contacted him sooner rather than the citizens bank wire department hotline and he said he was working with the fraud department. I was told by him that I will not have an answer about whether there are or are n't funds to be returned until XXXX . The receiving bank for the wire was XXXX XXXX XXXX XXXX . I am currently waiting to see if there are funds in the account or whether the account was liquidated. If it was liquidated I have been told that I will receive nothing in return.
|
| 10/30/2015 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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|
Web |
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XX/XX/XXXX I mailed a letter to the Citizens Bank branch where I first opened my account, notifying the bank to close my checking account and to send me a check for my remaining balance in the mail to the address the bank had on file. I did not receive any communication or a check for about 10 days, so on the evening of XX/XX/XXXX I logged into the online banking portal on Citizen 's Bank 's website to check my account. I found that my account balance was negative and not only had I been charged a {$35.00} overdraft fee, but I was daily being charged a {$6.00} " Sustained Overdraft '' fee each day beginning on XX/XX/XXXX. In the time between when I sent my letter requesting to close my account and when I logged on to my account, an outstanding check that I was unaware of was cashed. I called Citizens Bank the very next morning on XX/XX/XXXX and asked why I was not notified that my account was overdrawn, especially since I had sent a letter requesting closure of my account. I was told that I HAD been notified through the online website, because I had signed up for online banking. The Citizens Bank representative gave me a " courtesy '' refund of the {$35.00} overdraft fee but would not, nor would her manager, refund me the daily charges of {$6.00} for a " sustained overdraft ''. According to Citizen 's Bank, a message in the online portal constitutes notification. I told them that this does NOT constitute notification because it is PASSIVE ; NOT ACTIVE. It requires a customer to take an action on their own behalf to receive the notification ; that being, logging into the bank 's website. I was told that I can change my " preferences '' to receive an email or letter, for example. I had never changed any of the preferences from their default since signing up for online banking. I went to the tab on the webpage to look at my preferences and found that the default preference is to receive no notification of an account overdraft. This is absolutely outrageous. The DEFAULT notification setting should be ACTIVE notification via mail, email or phone/text. If a person chooses to opt out of active notification that is a completely different situation. How much money is Citizen 's Bank making off of charging fees to people who " screw up '' because they were n't aware that the default setting is to give customers no notification upon signing up for online banking!?!? It was ironic that Citizen 's Bank refunded my overdraft fee and NOT the sustained overdraft fees, because it was actually my error that caused an outstanding check to put my balance negative ; but it was the bank 's unscrupulous policy that caused my lack of awareness of my account balance leading to the sustained overdraft fees. Doubly vexing in this situation is that there is another layer to the problem : I active contacted the bank to close my account ; and probably while my letter was in the mail, the check cleared, such that when my letter arrived at the branch, they found my account to have a negative balance and thus did not close it but THEY TOOK NO FURTHER ACTION, SUCH AS TO NOTIFY ME!
|
| 09/19/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
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In XXXX I opened a joint account with my mother at Citizens Bank in XXXX XXXX XXXX At the time she was concerned about her diminishing cognitive abilities and had previously assigned me as her power of attorney. Since this account was opened we have had problems with the bank. On three occasions I was notified of possible fraud by Citizens and responded immediately. To date there is {$2000.00} missing from this account that is not accounted for which will impact my mothers abilities to get Medicaid once her resources are gone for nursing home care.
In XXXX of XXXX my older brother presented the bank with an alternate POA document which was not valid because my prior POA was a durable power of attorney which made it very clear mother 's cognitive abilities were already in decline. The second POA is not valid as it never revoked the first POA and was printed off the internet. Furthermore my mother signed a revocation of the second POA in XXXX of XXXX. She claims that she was coerced into signing the second POA.
The bank did not notify me as joint owner of the account when this POA was presented and I only found out when my brother attempted to hijack their account by adding their profile information to it. ( one of the fraud reports from the bank ) When I called the branch manager I told them the POA was not valid and my brother should not have access to this account. I explained I had been the POA since XXXX of XXXX. At the time checks were being presented against my moms account with my brothers address on them. I had no knowledge of this until I saw it later.
Subsequently in XXXX of XXXX my brother withdrew {$2000.00} from my mothers account which has been verified by video footage from Citizens own security department. This occurred without my mom 's knowledge. I have asked the bank to send me the {$2000.00} in question, and to close the account immediately. I sent this letter in XXXX of XXXX and have not received a final response to date. I have called many times, sent emails and with no results. In fact Citizens bank sent a response to my letter to my brothers address rather than my address. My letter clearly stated my current address and my request to close the account. My brothers address has never been attached to this account profile. My proof of the bank sending this response to my brother is by way of a USPS informed delivery account I had created for my mother at my brothers home address. To date I have received nothing from the bank in writing. The last time I spoke to the chairman 's office about it they said they had their attorneys reviewing it. I reported this case to the bank as elder abuse which they said they took very seriously.
Since this occured my mother has been XXXX in her retirement by my brother, for four months after relocating to a nursing home near my brother my mothered was prevented from contacting other family members and i have retained legal counsel regarding this and many other matters.
I want the funds returned and the account closed.
Thank you.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX XXXX
|
| 11/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
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|
Web |
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XX/XX/2016 My name is XXXX. I applied for a mortgage for a new construction condo in XXXX from Citizen 's bank back in XX/XX/XXXX of this year. My mortgage was approved and I was to close on XX/XX/2016. As of this date, I have still not closed.
I sold my home to my daughter and son-in-law back in XX/XX/XXXX and they secured a mortgage for their home in XXXX through Citizen 's bank. I could not close on my condo until they closed on their house since I am using the money from their closing for the down payment for my condo.
We utilized the same bank and the same loan XXXX to make the transition easier. The process for this loan has not been close to be easy. It is not that I do n't have experience with mortgages : my home that I sold to my daughter was financed through Citizen 's bank, I remortgaged my loan a couple of times through Citizen 's bank and I bought my second home in Maine with a mortgage through Citizen 's bank without problems.
At the beginning ( the first day XXXX the loan XXXX ( XXXX XXXX communicated fairly well with us to secure the loan and after that, communication rarely happened. Then XXXX ( I am not sure of her title ) began working on the loan and has helped me at times and has been picking up where XXXX has left off. XXXX has been very little throughout this entire process in which I then contacted XXXX 's boss, XXXX who did not respond to my emails. I then found XXXX 's XXXX 's name, who I believe is the Vice President at Citizen 's Bank. She did email me back to say that she will get back to me. She did not, but instead a gentleman by the name of XXXX email me. He did help me a few times and I could get some information from him. Then I did n't hear from XXXX any longer.
I have gone up the entire chain of command at Citizen 's bank with very little communication. My closing attorney 's office has done much of the communication. XXXX from Attorney XXXX 's office checks in every couple of days to everyone in this process. XXXX and those involved with Citizen 's bank has done very little. It is I who sends out email on the status. It is I who checks in routinely. It is I who asks what documents are needed. This has become a full-time job for me. I have made complaints to my local bank 2 months ago and XXXX XXXX stated that she will file a complaint on my behalf on Friday.
As of Friday, I was told that the condo association needed to send more documents XXXX which they did that day ). Over XXXX weeks ago I asked specifically XXXX and XXXX XXXX, XXXX, XXXX and XXXX, I was given information on the specifics that needed to be submitted. Then XXXX called me on Friday and asked for more information.
The condo that I am buying is new, but the division that it is built in is not new and has been there since XX/XX/XXXX! In the last XXXX months, there have been XXXX more condos that have been bought and closed with different banks! My bank keeps asking for more information!!!!!
I have been living at my daughter 's home since XX/XX/XXXX when this was supposed to be closed.
Please help. Thank you.
XXXX XXXX
|
| 07/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
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On XX/XX/ I walked into XXXX gas mart XXXX located at XXXX XXXX XXXX, XXXX, XXXX on or around XXXX. I purchased XXXX coffees and a pack of cigarettes, loaded my debit card in the transaction machine, put in my pin and put my card back in my wallet and left the store. On XX/XX/ I logged into my mobile bank app and noticed a charge from XXXX for XXXX. I thought perhaps it was some mischarge from the merchant or store. I tried to call the store to speak to a manager and finally got through to the district XXXX on XX/XX/XXXX. He told me he saw the charge, that there wasn't much he could disclose to me and that I had to go to the XXXX Police XXXX. to put in a police report as it definitely wasn't me. On XX/XX/XXXX I went to the local police dept in XXXX and filled out a police report with what took place located at XXXX XXXX XXXX, XXXX, XXXX, NJ. tel : ( XXXX ) XXXX. Case # XXXX Once I finally got a competent customer service rep at Citizens I provided all the details, including the day of the incident, submitting a police report and the case number. 2 days later on XX/XX/XXXX my account was credited for XXXX. I mean who spends {$530.00} at a gas station anyways, I was relieved. On XX/XX/XXXX I log into my mobile banking app and see a charge for XXXX. It had been a while so I had forgotten about the gas station fraud and thought I was going through yet more fraudulent charges. There's others I'm fighting, one for {$200.00} that just got denied and one for {$400.00} that they actually covered. The amount of fraud cases I've been through since being a Citizens customer has been one half to a full dozen in the amount of thousands. I've never felt so unsupported by a financial institution. Especially when I called about the latest XXXX charge, they told me in writing " based upon our investigation, we concluded no error occurred. '' I called Citizens and they basically told me the fraud was on XXXX 's side and that I needed to call them. I couldn't believe what I was hearing and demanded the case be re-open and someone from the fraud department to call me immediately. He gave me lip service and said he would re-open the case and someone would call in 2 days. Of course, as always, no call. I can't tell you how many times I heard that song and dance. I took his suggestion and called XXXX XXXX Headquarters at XXXX and they were appalled that my financial institution told me to call them. They said they don't go that far back in transactions to do any type of refund and that my bank should be the ones calling them. So I call Citizens back a few days later and when I bring up my case number XXXX he tells me it hasn't been re-open and he would have someone from the fraud case call me in 2 days. This company is full of dishonest employees, fraudulent activity and do not do their due diligence. Please help, I had a witness with me, the discrepancies in what they charged vs. what they refunded me for is a bit disconcerting and I have no where else to turn. I can be contacted at any time via email or cell. If I don't answer please leave a voicemail.
|
| 08/01/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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Citizens One Mortgage took over our home loan in XXXX of XXXX. We received notification of this by mail the first week of XXXX. Prior to Citizens One taking over our loan, we were with XXXX XXXX XXXX. Because we paid our mortgage using XXXX XXXX XXXX automated bill pay feature, we scheduled mortgage payments to be sent out on the XXXX of the month before to ensure the payment would reach XXXX XXXX on or about the first. We never had an issue before, and our account was always in good standing.
When Citizens One took over our loan, we had already sent out XXXX mortgage ( {$1200.00} ) using the XXXX XXXX XXXX bill pay feature. A few weeks went by and we received a second notice from Citizens One. This time the letter indicated a new, increased mortgage amount because of increased taxes, and they indicated they had not yet received XXXX payment. We made our first call to Citizens One letting them know that we had made the payment to XXXX XXXX before we were notified of the changeover. The Citizens One representative ensured us that there was more than likely a delay in their system and that the payment would post on their end very soon.
After this communication we took the opportunity to set up our account on XXXX XXXX payment portal so we could make payments and see our balance. We made the XXXX and XXXX XXXX XX/XX/XXXX & XXXX notice how we pay early ) payments through their online portal for the NEW amount. In late XXXX we started receiving phone calls and letters stating we were a month behind with our mortgage. When we spoke to XXXX on XX/XX/XXXX via phone, she told us we had made a short payment and that they dont accept short payments. This short payment they were referring to was the XXXX payment ( {$1200.00} ) made to XXXX XXXX before we had received notice of the updated amount, and before we knew Citizens One had taken over our loan.
XXXX informed us they moved the {$1200.00} over into principal and she went on to say that we needed to make a payment for the difference in the shortage ( {$53.00} on XX/XX/XXXX ) and the very rude representative ensured us that our XXXX short payment ( {$1200.00} ) would be moved out of principal, applied to the {$53.00} paid over the phone paid toward the mortgage. Two weeks later this still has not happened and we are still receiving late notices. Now, we cant even make a payment through their online portal ( had to pay XXXX mortgage ( {$1300.00} ) with Rep XXXX on XXXX ) due to the XXXX short pay.
Each time we've spoke to a representative ( XX/XX/XXXX XXXX, XX/XX/XXXX XXXX the supervisor, XXXX XXXX ) from Citizens One we are met with condescension or they talk over you. Theres a total lack of empathy and irreverent disregard towards us and the situation. As homeowners who have always paid on time and EARLY, we are dismayed by this company. Other customers have made the same complaints about this company on the Consumer Affairs site. Please investigate whats going on over there. Never had this issue with XXXX XXXX or any other mortgage company weve ever gone through. XXXX XXXX XXXX
|
| 11/10/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
Dear sir / madam, The bank is charging my account an Excessive number of overdraft fees.
I filed some claims for merchandise never received and for cancelled transactions.
In light of supportive documents that I provided to the bank, the bank issued the provisional credits. Some of the provisional credit, the bank made permanent.
Few weeks later, however, the bank ( unfairly ) reversed all the provisional credits. Additionally, the bank reversed ( even ) the permanent credits.
This is a complaint for discrimination on the basis of national origin, ethnicity, age, and gender.
Please refer this complaint to the right agency to investigate.
I further request that this account with this bank be audited by the right agency.
I also request that the bank provide all the email communications that they have received from me, as soon as possible.
==================== This is a complaint against XXXX Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor.
Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant.
The merchant continued to charge my card, however, even after I had canceled the transaction with them.
I disputed seven transactions from the same merchant XXXX XXXX XXXX XXXX ) located in XXXX, XXXX ( totaling {$4500.00} ) ================== [ $ XXXX $ XXXX {$1000.00} ] + [ $ XXXX $ XXXX $ XXXX {$250.00} ] ================== The merchant is getting away with the money and the goods. The merchant is located in XXXX, XXXX.
The bank issued the provisional credit. Few weeks later, the bank reversed the provisional credit, and decided the dispute in the merchant favor, and ( unfairly ) let the merchant to keep the money and the goods.
The bank was biased against me and discriminated me on the basis of National Origin, Gender, age, and Ethnicity.
I have never received any goods from this merchant. The bank, however, decided to let the merchant keep the money and the goods, as well.
I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims. And falsly claim that I have not filed my dispute timely.
I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal. Falsly claiming that the dispute was not filed timely, which is totally false.I filed the dispute timely.
The bank seems to be biased against me and discriminated me on the basis of Ethnicity, National Origin, Gender, and age.
I have never received the goods and need a full refund.
Thank you for your kind assistance and look forward to hearing from you, Respectfully, XXXX XXXX : XXXX XXXX XXXX =========== The bank should rebate all the overdraft fees for this account.
The bank unfairly denied all my claims.
The bank should approve all my claims for cancelled transactions and merchandise never received.
The bank unfairly let the merchants have the money and the merchandise.
|
| 08/07/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I called Citizens Bank to close my checking account on XXXX. My balance was at {$0.00}. I was instructed by the representative to go to a branch ( I moved 1500 miles away, there is no Citizens Bank for 500+ miles ) or buy something and make it a {$0.00} balance ... .all over XXXX XXXX. I immediately transferred the money out via XXXX pay over the phone while on the line with the rep and brought it to {$0.00}. I was told by the representative that the debit card was now canceled and the account was closed.
On XXXX I checked the account and saw it was - {$10.00} from a debit charge from XXXX from that same day. If that card was actually closed/cancelled when it was said to be, that never would have gone through. Again, called the customer service line, XXXX balanced the account immediately by XXXX instant transfer, since I can't make deposits at a branch, and the card was shut off, but the account could not be closed until the recent charge cleared, which took until the next day ( reflects as XXXX ).
The day after ( XXXX ) my bank reflected - {$35.00}. I was charged an overdraft fee for the charge that was not supposed to go through in the first place, but also did not actually leave my account at a negative balance as it was taken care of that day it hit.
I get up this morning ( XXXX ) to check the account again to speak to an agent to finally close this out, get the overdraft fee waived as it was not charged for applicable reasons, and I see money refunded from a prior purchase of {$27.00} went through and a FEE REBATE of {$7.00}, bringing this account to a XXXX balance.
The final problem from the list of many is that I did not authorize Citizens Bank to use that {$27.00} towards a FEE REBATE of 1 ) a charge that was never supposed to go through but I still paid for an brought the account back to XXXX and 2 ) a {$35.00} overdraft fee that should not have been charged, clearly as it was attempted to be refunded entirely with this recent fee rebate. $ XXXX = {$7.00}. The account should have been closed on XX/XX/XXXX, the {$10.00} charge should not have gone through if the debit card was actually canceled, the balance was XXXX out again and I waited for the pending charge to clear, the {$35.00} overdraft fee should not have been charged as I cleared the charge out the SAME day it went through over the phone with someone, the {$27.00} that was refunded to me is not Citizen 's money and should not have been used to " discount '' ( for them! ) the overdraft fee rebate.
I called for the THIRD time, spoke to a very nice and more informed representative who said this account was now actually closed but did not agree with the fee rebate amount either. Because I wanted my {$27.00} back that was returned to me and was my money, I had to RE-OPEN this account now in order to submit a claim to get it back, because apparently paper checks aren't an option and I need to have an account with them to get my money, that I did not authorize them to take/use, back?? Now we wait.
This bank is NOT for " Citizens ''. It is corporate greed.
|
| 02/03/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Application, originator, mortgage broker
|
|
Web |
|
|
Attempts to resolve this directly with the bank were escalated to the office of the Chairman but proved unsuccessful. A complaint was then filed with XXXX. The Bank did not respond to this. XXXX phone calls were then placed to the office of the Chairman this week and were not returned. Finally, the OCC was contacted and a complaint filed. OCC referred me to this agency. Following is a transcript of the complaint that was filed with the XXXX : 1. An application for a home equity line of credit ( HELOC ) was made based upon a promotional rate at the branch.
2. An agent of Citizens bank, XXXX XXXX, took the application during which he was informed that the house had been listed for sale and asked if this would present a problem. The agent advised that having the property listed for sale would not present any problem. 3. In reliance on the agent 's advise, the property was not delisted and the loan was conditionally approved.
4. On XXXX/XXXX/XXXX, coincidentally the same day the Federal Reserve announced its first rate increase since XXXX, the loan officer called and now stated he was mistaken and the loan approval was now reneged due the house being listed for sale. He admitted advising me incorrectly ( see attached emails ).
5. I asked if delisting the house would allow the loan to then proceed to close and the agent stated it would. In reliance on this advice, agreed to delist the house, but requested a commitment in writing that the bank would proceed.
6. The agent of the bank called back about an hour later now stating Citizens would not proceed as the house would have to first be delisted for 90 days. The agent was apologetic and acknowledged he advised me incorrectly XXXX at the time of application and then an hour before. He admitted he is new to Citizens bank and another loan officer might have correctly advised me to first delist the house, at which point there would not have been any issue with closing. 7. The entire matter was escalated to the office of the chairman. This office declined to offer a compromise solution.
8. Since filing the complaint through the state agency XXXX, the bank has not responded to the complaint. XXXX phone calls placed to the office of the Chairman in the last week have gone unreturned.
9. The home has been delisted and is not longer for sale.
The relief sought is to compel Citizens to waive the 90 day delisting rule and honor the promotional rate that was promised.
Following is a copy of an email from the bank agent admitting he provided false and misleading advise which resulted in this dispute : On XXXX XXXX, XXXX XXXX XXXX, " XXXX, XXXX XXXX '' & lt ; XXXXXXXXXXXX & gt ; wrote : Hi XXXX, I am in receipt of your email and have forwarded it to my branch manager, XXXX XXXX. Please note, I am not a Loan Officer, as titled in your formal complaint. My title is XXXX. XXXX will reach out to you once she has reviewed your complaint and will escalate it accordingly. Please feel free to contact me with any questions.
And again, my sincerest apologies for the misinformation.
XXXX, XXXX
|
| 09/22/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
This complaint is in addition to my first complaint filed on XX/XX/XXXX. Unfortunately, that complaint was filed as closed because the company FINALLY responded and it appeared they had resolved the issue. We received in writing from CitizenOne that our debt which was identify theft has been filed as so and we are no long responsible. We even received a check in the mail to pay us back for the payments we had been making. We received the offically letter stating closer of our debt and account from XXXX XXXX on XX/XX/XXXX. During the resolution process XXXX XXXX has been great and very responsive. This case was closed out on XX/XX/XXXX and starting in XXXX we have been receiving emails from CitizenOne stating we still owe a balance of {$1700.00} and requesting PAYMENT!!!!!!! I have called and left voicemail for XXXX XXXX multiple times and have given her TWO MONTHS to respond and again NOTHING! I am guessing since this complaint was closed once again the company does not care. The amount of time I have spent trying to to resolve something so simple is absolutely ridiculous. This has been going on for over a year now and yet this company has continued to do only what they have to. I want this issued resolved ASAP please.
Original Compliant : XX/XX/XXXX someone stole my husband identity, his name is XXXX XXXX. Taking out multiple loans online for electronics. These loans included three different companies, two out of the tree were great. We had a police report, our local police investigation the issue. We were able to provide paperwork and documentation of the fraud and resolve the issue. However, the third company is Citizen Bank and they have been HORRIBLE! We have called and called and called and are always told ; we do not have many staff in the fraud department and no one is here to speak to you. We were give a fraud like we could call and leave a voicemail with no response EVER! We finally in XX/XX/XXXX to at least email us the fraud paperwork we needed to fill out and submitted it. Just to continue calling and getting the same line but no information. In XX/XX/XXXX some finally confirmed for me they received our paperwork and we should receive an email my the end of the month with instructions on what they needed from us. Well we never got that email. The fraud line now no longer even takes voicemail, its just hangs up on you. They recently gave me an email address which again no response. I have offered multiple times to send our police report in and they just tell me someone from fraud will have to talk to me. At one point we were making payments on this loan to ensure it did not hit our credit, they are stopped taking our payments and our online account no longer shows a balance but I can not get ANYONE to speak to me about the claim. Is it resolved? I am literally in tears over this. I have no where to turn. I ask to speak to a supervisor or someone higher up and they just tell me there is no one for you to speak to. I am sorry. The emotional stress this has caused my family and I is in describable. Please help me.
|
| 03/07/2017 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
Unfortunately, I have a XXXX complaint to file in less than a full year against Citizens Bank, NA for awful banking policies and payment schedules. Again, I feel as though I am being taken advantage of by an institution in which I put my trust for my banking needs and services.
To make a long story short, I set up some authorized debits for payment to other service providers during the week of XXXX. In fact, the XXXX providers in which I was scheduling payment for was XXXX services and Citizens Bank Credit Card services. Both of these payments were scheduled and processed on Thursday, XXXX XXXX. Of course, Citizens processed their credit card payment immediately, which posted to my account the following day on Friday, XXXX XXXX, 2017. Unfortunately, they withheld the payment to XXXX and placed the payment in my authorized holds and funds on my account. Well, the weekend passed, and the payment had still not posted on Monday, XXXX XXXX, 2017. It seemed as though my payments to other institutions were frozen, despite having had more than enough funds to make the payment.
Fast forward to today, Tuesday, XXXX XXXX. I woke up and checked my account, as I am expecting a paycheck to clear and be posted to my account. To my surprise, the payment to XXXX is posted and processed for Monday, XXXX XXXX, 2017. Lucky for Citizens, this immediately over drafted me. Normally, if a payment posts to my account that will normally overdraft me, I have until XXXX that same evening to post a payment and bring my balance to the positive. Unfortunately, I was not given this opportunity, nor was I alerted that the processed payment to XXXX was posted. Instead, I was able to see the payment the day after it was supposedly processed to which I also received a overdraft fee attached.
I have not encountered this particular set of circumstances in the past, and I am surprised that Citizens would actually allow a policy that causes so much confusion and frustration to stay in place. This is also not to mention that I have Overdraft Protection on my account to keep my purchases from going over my available funds. Once again, I feel like I have been duped by a large banking institution based on their inability to communicate proper payment schedules. Additionally, it is disheartening to know that they do not have the integrity to process payments in a timely manner to prevent these types of situations from reoccurring. It would be one thing if all of my pre-authorized debits had been placed on hold and processed on XXXX XXXX, but it is clear that Citizens gave their own payments priority over another institution 's to the extent that when they finally processed my payment to XXXX it was inevitably going to overdraft me.
This is especially concerning due to the fact that the payments did not even show up on my posted payments, holds, and funds on citizensbank.com. In essence, there was no way to prevent an additional charge or payment from generating an overdraft, because the calculated funds left in my account were not accurate or up to date.
|
| 11/12/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
Older American |
|
Dear Sir or Madam : Citizens Bank has not acted in good faith. The alleged " default '' or " delinquency '' was not occasioned through any fault of the undersigned Borrower. The interest rates he has paid for the many years since XXXX concerning the alleged loan terms, have been higher than the market rates throughout those years. Borrower believes the alleged loan terms are no longer valid.
The Bank had denied a prior application to refinance for no apparent reason or any explanations several years before his latest appeals and applications beginning in XX/XX/XXXX.
Bank has been advising Borrower in various accounts since XXXX, including his investment account. Borrower is XXXX on Social security, has XXXX children in college on borrowed monies and expenditures. His financial problems began XX/XX/XXXX after wife separated. Bank is now pushing for foreclosure, which would render Borrower and his family homeless. Bank has acted in bad faith at cross purposes in a dual capacity - both as investment advisor and debt collector!
XX/XX/XXXX Borrower met with Bank consultant for financial advice. Upon suggestion of the consultant and with his direct assistance, Borrower applied for refinance and debt consolidation from the Bank. Soon thereafter the Bank erroneously assumed that the Borrower had defaulted, without any factual basis. The Bank denied debt consolidation at a reduced interest rate, unfairly refusing to accept any payment against principal and alleging a bad credit of the Borrower, without any foundation. Since XXXX XXXX Borrower 's Applications for term modification have been denied. The Bank having refused to accept any payment in satisfaction of alleged debt, in whole or in part, and further aggravating Borrower 's financial standing based entirely on false reports which have irreparably damaged his credit standing.
Therefore, Borrower respectfully submits that there is no interest, penalties or costs or ANY debt due and payable. Borrower makes this statement based on the fact that the Bank has FORFEITED its claim - in the absence of a complete accounting of ALL payments tendered by the Borrower since XXXX, which far exceed Bank claims for an alleged loan balance. Borrower is not in Default. Default or delinquency, if any, has resulted entirely from the Bank 's fault and its bad faith in failing to timely and reasonably respond to Borrower 's record of payment and numerous requests made through telephone calls, emails, letters and formal applications, including numerous meetings he has had with Bank representatives, to no avail. Borrower believes he has timely paid all of his obligations to the Bank. The Bank 's allegation of default or delinquency is not substantiated.
Further, Bank has discriminated against Borrower on the basis of his alien national origin becuase of his XXXX background. He is XXXX a US citizen. He legally entered the United States in XXXX XXXX.
Borrower requests assistance to prevent foreclosure so that he may live at his residence in peace and with his family.
Thank you, XXXX XXXX
|
| 07/07/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
On XXXX XXXX, I was alerted to an ACH being drafted for {$400.00} and immediately contacted both the company who processed the unauthorized transaction, and my bank. The senior banker in the branch advised me that it had not yet " hard posted '' so at this time, there was nothing she could do to stop it. I explained to her, in detail, that I have XXXX accounts : XXXX " catch '' account that all incoming money is transferred into, XXXX " bill pay '' account that all debits come out of and XXXX " holding '' account for the rest. I advised her, in no uncertain terms, that this unauthorized transaction would kick off a domino effect of madness across my other accounts because of transactions that I did authorized and could not stop from now coming through. I advised her that I could n't transfer funds into the bank via ACH until this was resolved because it would require an additional {$400.00} to bring that " catch '' account back from negative, on top of anything needed to cover my other transactions.
She advised me to wait until the unauthorized transaction " hard posted '' and that she could then issue a credit memo immediately to stop the bleed. The following day, when the transaction did hard post, she then informed me that a credit memo would need to wait until Monday - XXXX XXXX. The credit memo was never issued so on Wednesday, XXXX XXXX, I transferred just enough to bring the account back to XXXX and stick a bandaid on the bullet hole. Meanwhile, my accounts had been charged XXXX overdraft fees at {$35.00} each ( {$240.00} ) between the catch account ( where the unauthorized transaction came through and the only one I can electronically transfer funds into ) and the bill pay account ( where all debits are typically made ). On XXXX XXXX, XXXX of those fees were credited back and I was additionally charged a {$30.00} sustained overdraft fee.
I waited an additional week with no form of follow up from the bank for the unauthorized ACH to be reversed. When I followed up with the senior banker on XXXX XXXX, she said she was under the impression that it was resolved because she saw the deposit that I had made on XXXX XXXX. When I informed her that she was wrong, I was not credited and I had personally made another deposit, she called the ACH department to check the status of the claim. She then informs me that they closed the case without a credit after seeing my deposit assuming that it was taken care of. That assumption and lack of communication was an egregious bank error.
I was finally credited for the transaction on XXXX XXXX and XXXX of the additional overdraft fees, as well as the sustained overdraft fee ( {$100.00} ), were credited. This leaves a remaining amount of {$470.00} total additional fees across my accounts that remain uncredited. The fees were only incurred due to an unauthorized transaction, failure to act as promised by the senior banker, lack of communication by the ACH department and failure to properly advise me to even have a chance to stop the spiraling of these accounts.
|
| 11/19/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
This is a complaint regarding Citizens Access, whereas appears to be a bait-and-switch. As I will explain, opening online requires three steps, 1-Product Selection, 2-Account Terms and 3-Funding. However, the most important part here is initial bank-to-bank verification of test deposits to etablish funds transfers. Notably, linking funding accounts doe snot warrant an autmatic withdraw from another financial institution prior to this because of XXXX XXXX XXXX identifiers to secure from fraud. However, in opening accounts, the methodology was used to look-up and ensure FDIC coverage amounts for each account level. At setp 3 there is no confirmation that you are actually doing an immediate funds transfer or giving authorization for Citizens Access to do so. Thus, they pulled {>= $1,000,000} in total into the accounts and their system only aggregates data and does not display the transactions, pending, or schedule transfers. This was premeditated. It appeared as if funds were simply wiped out of another insitution without my knowledge or consent. Becuase they were and was initially a hypothetical for future near term banking in establishing or opening each account. Shortly after XX/XX/XXXX, I voiced my concerns to the night floor manager who only would identify himself as XXXX. Who understand the system limitations, how they caused confusion and were improper or misleading and were being worked on to be updated to correct such limitations and obvious misconceptions. It also appears none of this has been updated as of yet today-leading my speculations further. I was also charged three returned item fees by the other financial institution at {$5.00} each or a total of {$15.00} which XXXX agreed to aply back as a courtsy on my account. Since then then and until today, nearly a month, no {$15.00} credit has been provided and I have called twice, including online chat, whereas I have been told the credit honor was eing applied within two days and its on the ledger to be applied. Each time, I am simply misled. XX/XX/2022 XXXX XXXX would not warrant the transfer yet because the scurity processes had not even been confirmed. Somehow, Citizens Access still widely incurred and took those funds without full authorization between myself and XXXX XXXX. You will see a bank statment from Citizens Access, Beginning XX/XX/2022 Through XX/XX/2022 Online Savings XXXX which was closed and all accounts solvent because I was unable to have XXXX XXXX accept or approve Citizens Bank becaus eof security, yet, it was done over a month. But that account was closed and I opened four new as indicate, as attached. Therefore, there was no standing agreement or authorization for the new bank accounts to be eligible until verified first with XXXX XXXX for the funds transfer requests ( bank-to-bank ) to be allowed. Hence, only XXXX authorization for $ XXXX was approved on my end once and only one, that XXXX had to approve the relationship, instead as you will see, Citizens Acess pulled three time that amount by err of systems.
|
| 01/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
When I obtained a mortgage for my XXXX, NY home in XX/XX/XXXX Citizens Bank escrowed both the homeowner 's insurance premium and the taxes. In XX/XX/XXXX, I decided that I wanted to procure my own insurance. After spending almost two hours on the phone with Citizens mortgage and insurance departments in XX/XX/XXXX, I was told I my mortgage would no longer be escrowed and I could procure my own insurance which was due to be renewed on XX/XX/XXXX. I did so and have been paying my insurance broker directly for insurance the last two years. I have just learned that Citizens has continued to collect money from me and purportedly escrow it for homeowner 's insurance premium. I called today to rectify the problem as Citizens owes me approximately {$6000.00} in premium and is overcharging me every month for escrow charges in my mortgage payment. I initially spoke with XXXX in the insurance department ( XXXX ), who was very concerned about the situation and tried to be helpful. She verified from the bank 's notes that my insurance should have been taken out of escrow in XX/XX/XXXX, but she said she had to work with the mortgage department to rectify the situation and refund my two years of premium. When she conferenced in " XXXX '' of customer service, I was given a completely different story. XXXX told me that I was supposed to send in a letter in XXXX putting my request in writing, that I never did, that I had no right to have my insurance taken out of escrow, and that even though I paid my insurance premiums for the past two years I had no right to have them returned. " XXXX '' refused to give me her name and refused to allow me to speak to her superior. She also refused to document the phone call in writing. The only identifying information she gave me was that her employee " number '' was " XXXX ''. Also, upon further inquiry, I learned that she is located in Virginia. She told me the " only thing she could do '' is send a written request that my insurance be taken out of escrow ( even though technically it obviously has been out of escrow for two years ) but that there's no guarantee that the request would be honored. She said the written request would take 30 days to process. She said if the request was honored, I would have to pay a fee ( " to be determined '' ) to take my insurance out of escrow. When I asked if Citizens would return the premium I paid, she said that " I wasn't listening '' and that I had no right to it because at the onset of the mortgage I had contracted to put my insurance premium in escrow.
Finally, I informed XXXX that I received recent correspondence ( dated XX/XX/XXXX ) from Citizens requesting proof of my homeowner 's insurance insurance and indicating that " Per our records, you have elected to pay your insurance directly, rather having it paid for you through an escrow account. '' I asked how she could reconcile that letter with her position that I had never properly removed my insurance out of escrow, and she had no answer. I have uploaded a copy of that letter.
|
| 04/08/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Older American, Servicemember |
|
I have been a customer of the Citizens Bank of PA. since XXXX. I have only use them as a bank/debit card service and no loans. I have not had any problems with them until the last three years. Since about XXXX at various time I have had overdraft problem due to my work slowing down and then in XXXX I became unemployed when the company I worked for shut down. I draw SS and my check is direct deposited. I approached the Bank for any solution they could offer and was told that the account was set up on a Debit Overdraft Protection and I thought well, that's ok but is isn't. They get my check and my wife 's check before I ever se any money and they deduct their fees. In XXXX in XXXX we paid our mortgage off and had about {$2500.00}. left in our Escrow account. We went to the bank in XXXX XXXX and established a savings account to cover our taxes and insurance and Overdraft Fees and I thought that we were good. In XXXX of XXXX I talked to a representative of the bank via telephone over Overdraft fees and learned that the Bank would/could not use savings account as an Overdraft Protection because my Original account was established in XXXX XXXX and the savings account was opened in XXXX XXXX and could not be linked of which I was not made aware of. The gentleman did refund several Overdraft fees and recommend I open a Line of Credit Overdraft Protection of {$1000.00}. that would take care of the problem but that I would need to do it at my Bank. In XXXX of XXXX I agai9n went to the bank ion XXXX to apply for a Line Of Credit overdraft protection account thinking that with a good credit score and owning my own home would be our answer. With what my wife makes and my SS we can cover our expenses. the problem we have is not money but timing but when the bank hits you with {$37.00}. ODF a few time it turns into a money problem.
Well, even though the bank was covering all drafts on my Checking account and charging me the {$37.00}. fee, they refused to grant me a line of credit Overdraft protection account with {$12.00}. fees and a minimal interest charge.
XXXX, and XXXX have been a difficult time for us and today my SS check was deposited and upon checking account balance I discovered that a total of over {$600.00}, has been taken from my account in overdraft fees and sustained overdraft fees and I just can not, under current circumstances, change banks and can not make ends meet with this type of bank service. I have done all I can do to be the best customer I can but I do not believe this is fair to me. I can't pay all my boils when the bank takes {$37.00}, a whack out of my account and leaves me with not enough money to survive. I believe the money in fees is really what this is about because they make more at {$37.00}. bucks each rather that {$12.00}. bucks and a minimal interest charge. It really hurts to loose {$600.00}. of your {$1800.00} monthly SS check. I will change banks but oi9t oi9s very difficult to under the current circumstances.
Do I have a valid complaint or am I out of luck?
|
| 03/13/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
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I was charged {$490.00} for a mortgage application that should not have been sold. Loan Officer XXXX sold me an application for a mortgage that Citizens later said I was not qualified for, information the loan officer knew. He used deceptive sales tactics to get me to apply, which included lowering fees more than competitors and dropping contingencies - all despite knowing I could not even qualify! In addition, the loan officer did not even keep to contractual deadlines or keep in any regular communication with myself, the client. The deadline problem did not only occur with the application in question but also a previous and different mortgage with myself, the same client. I did not have a good experience with Citizens on either my original mortgage closing or my application for a second mortgage. I communicated with Citizens about getting a second mortgage because the bank had all my information and therefore could quickly tell me about what type of loan I could purchase, or whether or not I could even qualify. I was not informed that I did not qualify for the ( conventional ) mortgage I applied for until after the mortgage commitment date was due! Even my realtor, XXXX, had trouble getting XXXX to keep in regular contact. On the day of the mortgage commitment he had to hear from XXXX boss, XXXX, about why there was no mortgage commitment from the bank on the day due!
I applied for a conventional mortgage to move to a different house in the same neighborhood but was told, after passing the mortgage commitment date, that for the loan to still move forward it would have to change to an investor mortgage. The reason given being the loan may not pass Fannie Mae rules, rules that the loan officer claimed he had not and could not have had any knowledge of, despite working the industry for 20 years, closing about XXXX loans a year, and had all my information from a previous closing in which he could have asked underwriting before getting me to sign the application!
Afterwards, I filed a formal complaint with XXXX with the Office of the Chairman who promised a thorough investigation but came back saying Citizens did nothing wrong. She claimed the loan officer properly informed me about why my application could not be approved. The bank is basically lying and trying to walk back their mistake because I clearly told the Office of the Chairman - with evidence - that the loan officer did not communicate any problems or issues with my application until after the mortgage commitment deadline was passed. They wanted to change what type of mortgage I was applying for, all after the fact, when they should have know prior to formally applying that my application could not be approved! It was very clear that the bank should not have attempted to sell an application since they had information available that it could not be approved, especially to a long time customer.The bank, especially the loan officer, did not act in the best interests of the customer as they charged me for unreserved services.
|
| 01/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX I learned that my ex-husband XXXX XXXX XXXX was applying for a loan modification with Citizens Mortgage, loan number XXXX. I immediately called CCO and explained the many reasons I did not authorize this modification. I talked to someone who instructed me to send a fax to the CCO Mortgage Loss and Mitigation Department describing the problem. I did as instructed and in XX/XX/XXXX I send a letter via fax to the Loss and Mitigation Department ( attached ) including all the supporting documents that explained I did NOT authorize the modification of the loan # XXXX for the following reasons : On XX/XX/XXXX XXXX XXXX XXXX and I were legally divorced and according to the ANCILLARY STIPULATION dated XX/XX/XXXX Husband and wife covenant and agree that they will NOT contract or modify any debt or liability of any kind or nature I also mentioned and included the Discharge of the Debtor from Bankruptcy Court dated XX/XX/XXXX discharging me XXXX XXXX of the loan.
Included also the Notice of ABANDONMENT of the property XXXX XXXX XXXX and I lived located on XXXX XXXX XXXX XXXX, XXXX DE XXXX.
I pleaded CCO Mortgage to take into consideration all these facts and to keep confidentiality because I feared retaliation from my ex-husband who had notarized my signature without me being present.
I was told that the modification of the loan was denied, on XX/XX/XXXX.
On XX/XX/XXXX almost 10 years exactly I noticed that this loan was still on my credit report. I called CCO again and confirmed that the modification was approved on XX/XX/XXXX regardless of my letter and without my authorization. I was told that they could not explained what happen and a supervisor was going to call me back. I wanted for the call and NO ONE ever called me back.
On XX/XX/XXXX, I called again but this time I was asked to leave my name and number by a machine so I can receive a call at a later time. The call never came.
On Thursday XX/XX/XXXX, I called again just like the last time I was not able to talk to a person but a machine, I was told a call was scheduled 7 days later.
On Wednesday XX/XX/XXXX I finally got a call I explain again the problem and got transferred 4 times. My request to talk to a supervisor was denied time and time again. I was on the phone with 2 reps who were clueless about what to do for 1hour and 10 minutes. The answer of the second representative was that I should write a new letter with the same explanation and the same supporting documents, however : - CCO Mortgage can not guarantee a satisfactory answer since it is so long ago, - She is unable to give me her name or ID for follow up purposes, - She is not able to locate a supervisor, - She is not able to tell me what happens after I send the letter, I explained that I don't feel confident about someone reading the letter or doing anything about it since my first letter from 10 years ago was dismissed and ignored. No answer.
Given the circumstances of this very unprofessional and illegal behavior I am submitting this complaint.
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| 02/02/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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To whom it may concern : I became aware of my credit score dropping ~100 points in early XX/XX/XXXX. I requested a copy of my credit report and found that I had a mark for 60 days past due on a joint Citizen 's account that I had closed several months prior ( I believe in XX/XX/XXXX ).
I am frustrated and feel I am not at fault for this delinquency, due to the following facts : 1 ) The account was closed several months ago, and at that time showed a {$0.00} balance both on the checking account and the overdraft line of credit. Why would Citizen 's allow an account to be closed if it has an outstanding balance? Why would they not let me know at the time of closure if there was an outstanding balance?
2 ) Even though I closed my checking and overdraft accounts, they still showed up in my Citizen 's Bank Online account page. They continued to show a {$0.00} balance, so I had no way of knowing that I owed anything. Even after calling several times to close the account, it still appears on my online account. I have attempted to close this account at least twice and the associate on the phone confirmed it was closed. However, it still chows on my online page with a XXXX balance.
I proceeded to contact Citizen 's Bank customer service on XXXX via the XXXX number and immediately arranged payment for the outstanding amount of {$40.00}, which I was not aware was outstanding. I then called back asking how I could remove the mark from my credit score. After being transferred to no less than 5 departments after about 40 minutes, I asked to speak with a manager in the collections department and was connected with a woman named XXXX. She said I could submit my request to her via email which I did on XXXX. I never heard anything back, and called to request followup information on another day in mid-XXXX. The woman I spoke with took notes on my account and noted that prior conversations had been documented and that I should receive something in the mail to confirm receipt of my complaint. I never received a letter in the mail, so I emailed the collections dept at Citizens to confirm they received my initial email. I have received no response from any of these efforts.
Finally, I would like to note that I am moving to North Carolina in the coming months and plan to purchase a home, which will require a mortgage. The timing on this could not have been worse, as it has negatively affected my credit score by 100 points. This obviously means a worse interest rate, costing me thousands of dollars -- over a missed payment for {$40.00} which I was never made aware of.
Please remove the mark from my credit score as I do not believe I was properly made aware of the outstanding balance, and paid it off as soon as I was made aware ( through my own investigation after a significant mark on my credit report ). I have made over a decade of on-time payments to citizens bank and all other financial institutions with which I have done business. I have worked very hard to get my credit score above 800.
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| 03/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/XXXX, my employer announced a reduced work schedule beginning mid XX/XX/XXXX. I contacted Citizens One ( mortgage loan servicing company ) that I need forbearance assistance. The application was granted. I am deeply grateful for this gesture.
In XXXX of XXXX, my employer announced an end to the reduced work schedule starting XX/XX/XXXX. The change would be reflected in employee paycheck on XX/XX/XXXX. I contacted Citizens One to inform them that I would be able to pay my mortgage starting in XXXX. See Attachment 1 I uploaded a copy of the letter XXXX XX/XX/XXXX XXXX stating the reduced work schedule is ending in XX/XX/XXXX to the XXXX provided by Citizens One. In addition, I uploaded copies of three pay stub to show income. See Attachment 3.
I have done everything requested by Citizens One to ensure my account returns to a " current status '' but everytime I call the customer service would inform me that they are still working on a " work out '' for my account. I made some payments during this period even though I keep getting conflict information. See attachment titled XXXX activity.
This non-action continued till the end of XXXX until in XX/XX/XXXX when I insisted ( streaming and yelling XXXX my account be updated and made current. I was told its done and that I should not pay in XX/XX/XXXX. See attachment titled XXXX letter. According to the Citizens One representative, my account has been configured to go current in XX/XX/XXXX. I insisted I could pay for XX/XX/XXXX but was told not to.
On XX/XX/XXXX I got notified that Citizens One had filed a delinquency report against my account. My wife and I filed a dispute with Citizens One and at the 3 credit reporting agencies. The report was corrected without an apology for the impact of that report on our credit. Two of my credit cards were closed because of the delinquency report. See attachment titled XXXX report dispute.
Then we got another letter in XX/XX/XXXX stating that we requested foreclosure assistance which we never did. I called Citizens One again and was told to disregard the letter that it was auto generated. This probably happened because they lied to me that my account has been resolved. They are still keeping my account in forbearance. See XXXX assistance.
I though our account would be made current after we completed XX/XX/XXXX mortgage payment but alas we got another letter stating that our account has been returned to forbearance for another 3 months. See attachment titled XXXX XXXX. I thought this was a mistake. I called was told they needed to put me on forbearance again while they make my account current.
Right now I am afraid someone is playing a dirty game to take my house! Why are they trying desperately to keep my account in forbearance forever? Why are they sending me foreclosure assistance when i never requested one? Why did they tell me not to pay in XX/XX/XXXX only to file a delinquency report again our account? Are they trying to prevent us from refinance to a lower rate?
|
| 05/19/2020 |
Yes |
- Debt collection
- Credit card debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
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On XX/XX/2020 I purchased a bundle pack on XXXX for an XXXX console + a digital membership for a total of {$590.00}. XXXX was offering a payment plan option in partnership with Citizens One Bank, so after entering a few pieces of personal information and my social security number, I was approved for the payment plan with no interest rate. Following the transaction, I received an email from Citizens One Bank with a link to my account that included the details of my outstanding balance that I would pay back to them in monthly installments to pay off the purchase.
Immediately after making the purchase, I realized that I had made a mistake because I only wanted to buy the XXXX console rather than the digital membership so I contacted XXXX right away. XXXX refunded the amount of the membership which was {$350.00}, but it was refunded to a Mastercard ending in XXXX which is not my card. I do not and have not ever owned a Mastercard ending in XXXX, so I'm not sure why the transaction was refunded to that card. My assumption is that the card was affiliated with the XXXX/Citizens One partnership and was used as the financial instrument to complete the purchase. However, that's not my card and as I mentioned, I had already been setup with an account to pay Citizens One Bank out of my checking account for the purchase over monthly installments.
I have been in contact with both XXXX and Citizens One bank 7+ times each. The only answer XXXX will give me is that they already did everything they could do, which is refund the card that the initial purchase was made on. That does not help me in any way, though, as I do not own that card and have seen no refunded funds come to me. Instead, I am still on the hook for the entire balance of the purchase within the Citizens One Bank portal. Additionally, I have contacted Citizens One Bank numerous times and they tell me that they have no record of any refund and they have nothing to do with that Mastercard that was charged. Therefore, they are unable to reduce the amount of my outstanding balance by {$350.00}. Both companies seem to absolve themselves of any responsibility in this situation, and they continue to tell me to " call the other company '' so they can deal with it.
I am at a complete loss because I have spent endless hours on the phone with both companies and am still at square one. XXXX continues to focus on the fact that they refunded the Mastercard, but that provides zero benefit to me because I do not own that card and did not select that card for the transaction. I simply opted in for a payment plan, and after the transaction was completed, the order details indicated that the charge went to a Mastercard ending in XXXX. Somehow, XXXX expects me to know the innerworkings of their partnership with Citizens One Bank and has implied that the Mastercard is affiliated with me in some way. It is not -- I explained to them countless times that they can check my credit reports because I have never owned a Mastercard ending in XXXX.
|
| 03/18/2019 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Non-sufficient funds and associated fees
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Web |
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The weekend of XX/XX/XXXX I was out shopping. I checked my citizens bank mobile app to make sure funds were available and it showed me that it was. So I made a few more purchases since I saw money was available to me. I randomly checked my mobile app on XX/XX/XXXX and it said my checking account was negative {$330.00} plus dollars. My savings account had {$340.00} in it. I called Citizens customer service number spoke to a representative then spoke with a supervisor named XXXX who is located in PA. Both the representative, XXXX and I agreed that I wasn't enrolled in the transfer savings to checking overdraft. XXXX said over the weekend the bank had a glitch and let transactions go through that it shouldn't of. She stated several times it was a bank error even though my account was set up to decline transactions if I had no funds. She tried to use an excuse about pre-authorized debits but as she saw and I explained that wouldn't apply because I haven't had one since late XXXX. Then she tried to say well you should manage your account so you don't over spend I told her I used the app prior to even shopping. XXXX 's response was that the mobile app isn't 100 % accurate. I have no contract/agreement with Citizens Bank stating that this app isn't accurate or the percentage of accuracy of the app. XXXX stated since its the banks fault they wouldn't charge me an overdraft fee as if it was a favor when its the banks error to begin with. If the bank cant properly manage my money what do I need you for is what I asked her and she didn't have a response. Anytime I have used my card and checked the app directly after a purchase it shows immediately in that app. This was the first time this has ever happened. I asked to speak with someone above XXXX she said there is noone and said she was submitted a complaint to the chairmen board. XXXX said the board would contact me in 1-3 business days this conversation happened on XX/XX/XXXX. Noone contacted me. So today XX/XX/XXXX I called and spoke with manager XXXX who is located in Rhode Island and her extension is XXXX. I called today because on the same day I called XX/XX/XXXX XXXX Bank transferred the money I had in my savings into my checking and then charged me a {$12.00} savings overdraft transfer fee. This was done with out my permission. when I spoke with XXXX I told her this. XXXX stated that I have the savings to checking overdraft plan. I told her that was untrue and the XXXX people that I prior spoke with agreed that I didn't have that plan because if I did for one they wouldn't of charged me {$12.00} ( I know this because I had this plan a few years ago. I cancelled it in XXXX but every year i have this same issue with them. I would call once a year to complain and tell them take me off that plan and decline my payments if the funds aren't there ) she said I enrolled in XXXX which is a lie. So on top of the " glitch '' which didn't decline my card or the app showing the correct balance they transferred monies without my consent.
|
| 04/18/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Application, originator, mortgage broker
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|
Web |
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XX/XX/XXXX/XX/XX/XXXX- XXXX XXXX initiates a home refinance for XXXX XXXX XXXX with Citizens Bank .
XX/XX/XXXX - Financial information regarding XXXX XXXX XXXX was requested by Citizens Bank for the completion of XXXX XXXX XXXX home refinance. IN THAT REQUEST WERE DOCUMENTS REGARDING THE LOAN AND FINACIAL/PERSONAL INFORMATION OF YOUR BORROWERS- XXXX XXXX explained to Citizens Bank that the property at XXXX XXXX XXXX was not his and he had no claim or responsibility for that property as XXXX XXXX was sole owner of that property.
Citizen Bank replied that loan would not be funded without the information.
XX/XX/XXXX - XXXX XXXX 's financial information was requested by XXXX XXXX for an unrelated XXXX XXXX matter, he specifically asked for taxes, payment history and insurance.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX documents for XXXX XXXX XXXX XXXX Citizens Bank so that his financial profile would be complete.
XX/XX/XXXX XXXX XXXX of Citizens Bank found the insurance documents to be incomplete for his purposes and contacted XXXX XXXX insurance agent for additional information. He included signed authorization forms from his borrowers, but not XXXX XXXX. XXXX The insurance agent did not provide the information and contacted XXXX XXXX XXXX XXXX her that her information was being used to fund a loan for XXXX XXXX.
XX/XX/XXXX - XXXX XXXX contacted XXXX XXXX by phone and email insisting that XXXX XXXX return her documents as she had not authorized any transaction for XXXX XXXX XXXX. She called and emailed XXXX XXXX and XXXX XXXX.
I also contacted the Ciitizens Bank general customer support team and filed a complaint. I was escalated to the Citizens Bank immediate response team designated for high priority cases and filed a complaint. I contacted my bank, I filed a police report, I filed an FTC complaint.
XX/XX/XXXX - After speaking with several Citizens Bank officials including the branch manager, Citizen Bank ignored my complaints and submitted the loan to XXXX XXXX for funding.
XX/XX/XXXX -Citizens Bank admits in writing that they used the fraudulently obtained documents to confirm the financial integrity of XXXX XXXX for the funding of his refinance loan, but determined " I was not harmed '' and dismissed their responsibility in the identity fraud.
I give up - I can no longer reason with a company that has no respect for the private information of its people and the people they take advantage of. I have posted all of the documents you have sent me on the web ( including the " request '' for additional information that your agent sent with the actual borrowers ~ name, address, ss #, telephone # etc ... ), the silly letters where you admit you used stolen information, the NUMEROUS notes that had you side stepping the direct question of why you used the information knowing it was stolen and every name of the individuals who I spoke to -- all of it. Several sites have picked it up because I am not the first person who has been a victim of your identity theft.
|
| 08/20/2019 |
Yes |
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Web |
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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
|
| 09/17/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
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|
Web |
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I went into the Citizens Bank in XXXX. Located at XXXX XXXX XXXX XXXX XXXX to see about banking rates because as you know I have had allot of problems with XXXX. They are right across the street from XXXX. When I walked in a was welcomed by a XXXX XXXX XXXX she is suppose to be a XXXX Banker XXXX ID # XXXX XXXX # ( XXXX ) XXXX Fax # ( XXXX ) - XXXX When I asked about there banking I was not going to take out an account I just wanted to know rates and she said let me check your credit she said you qualify for a credit card with a {$4500.00} dollar limit she said we are running a promotion right now and there is 0 % interest for the first year on what ever you spend although you have to pay this off within a year. She then said do you have any other credit cards that you owe money on. I said yes I do owe a small fee of a few hundred dollars on a XXXX XXXX XXXX XXXX credit card.
I asked her again I said are you saying I have to pay no interest on this card with Citizens bank for the first year she said again XXXX I am XXXX telling you the truth this lady XXXX XXXX said no its our promotion and its for the one year no interest at all on the card. Even on purchases she said although there maybe a small fee to transfer the funds over to this account I said ok let me think about this and call my bank so I did and I told my bank XXXX XXXX XXXX XXXX at XXXX and explained to them about this offer and to not cause any problems I said Citizens bank is running a promotion for one year on all transactions with 0 % interest and I would like to take this offer. They said watch out there is most likely a fee to transfer the funds over to them. I said they said it would be a small fee. So I called XXXX XXXX XXXX and said I will do it if it is no interest for a year lets go ahead and do this she said there is a fee of {$49.00} dollars to transfer the funds to this account. I said ok are you sure there are no fees for a year she again said yes no fees although again she said get what you have to with our card and make sure you pay it off within a year and then cancel it is exactly what she said. So I transferred the {$450.00} dollars over to there bank and I did some transactions for about a month on some things I needed. I then wanted to see my statement and when I looked at it today I seen a interest charge of almost XXXX dollars already. I was really shocked when I called the bank and asked for a manager and told them what are you doing this is suppose to be interest free for one year. This is what XXXX XXXX said. They said no its a 17 % interest charge on all purchases now I flipped out. I said who would transfer funds pay a fee and transfer from a card that 's at 4.99 % to a card at 17 % right there they gave themselves away I really do not care anymore I have had it with this abuse. This women pulled criminal act upon me and I am not happy at all. I am enclosing a snap shot of my statement and you can see the part were its says interest charges.
Regards XXXX XXXX
|
| 03/02/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
XXXX engaged in unfair and abusive practices in connection with its private loan program in violation of the Consumer Financial Protection Act of 2010XXXX helped to create private loan programs for students at XXXX XXXX XXXX , the school run by XXXX until it filed for bankruptcy and ceased operations in XXXX. XXXX improperly induced students to take out those loans to pay the tuition amounts not covered by loans or other tuition assistance from the federal government. XXXX knew that the student borrowers did not understand the terms and conditions of the loans and could not afford them, resulting in high default rates and other negative consequences.
I attended XXXX XXXX XXXX prior to their bankruptcy and was encouraged to take out private loans as a XXXX year old kid who had no idea what I was getting myself into. The representative said it would be easy to qualify and that my education would be funded in full. They steered me to private loans as they said it would be easy to qualify. Assuming their guidance was in my best interest, I reluctantly applied and was approved. I took classes there for a period of XXXX years and was promised at the time of signing up for private loans that their career department would work tirelessly on my behalf to find me a job after my degree program was completed. Needless to say, the job prospects were few and far between after graduation and the careers department seemed to solely focus on new applicants and getting them loans via private lenders rather than helping the students they promised a hot job market for in the past. I believe my loans were initially serviced by XXXX XXXX, which has since sold the loans, and most recently, they show up under Citizens Bank and and being handled by XXXX XXXX. I have requested documentation on the original loan amount and account numbers and have never received anything. I received a random letter in the mail a few weeks ago stating the loan is now in collections and that I could settle for half of the outstanding balance ( roughly XXXX XXXX ) if I could pay in full. I just checked my credit report and it still shows Citizens as the private loan lender and the collections company is nowhere to be found. It is concerning that I attended a for profit college that misled me about job prospects and was eager to sign me up for high interest loans with no consideration to my life prospects or future employment opportunities. I feel as though I was duped by the school along with so many others and to this day can not get an answer from the XXXX or XXXX lender that has purchased my loans as to any details about the loan or the associated amounts. I feel as though this deceptive marketing and promise of career prospects that amounted to very little qualifies me to have these existing loans XXXX so I may resume my pursuit of healthy financial freedom. Please assist me in righting this wrong that happened so many years ago and continues to haunt me to this day. Thank you for your time!
|
| 08/09/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
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|
Web |
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On XXXX XXXX, 2015 I applied for a housing loan with XXXX XXXX, the loan officer at Citizen 's Bank in XXXX, PA. I had already pre-qualified and found a property to purchase as an investment. I have great credit and was able to provide documentation as to the sources of income that would be used for down payment, closing costs, etc. The closing date was to be XXXX XXXX, 2015. But then, the bank decided to change the terms. On XXXX XXXX, XXXX called and said that I needed to have fire insurance on the property. I did obtain insurance even though I had been forced to sign an extension and at this point, we no longer had a closing date. After submitting more financial records, I was then informed that, since this was an investment property, I would need to have additional funds in addition to a 20 % down payment. They wanted me to have XXXX months mortgage " reserves '' for my home residence, for the property being purchased, AND for a rental property that I already own. This was NOT disclosed to me from the start, and even if I could come up with the extra reserves, the funds would not have been " seasoned '' enough for their liking. I then came up with a solution : since this property is nicer than the home I live in now, I offered to purchase the property as a residence to live in. That would lower the down payment and eliminate the need for reserves. With the loan officer 's assistance, we drafted a letter to the underwriter, XXXX XXXX, detailing the reasons why it would benefit me to buy this house to live in. She refused to restructure the loan and inferred that I was a liar. And while trying to do whatever I could to make things work, what followed was weeks of asking for more extensions, not answering my phone calls, and supposedly waiting for " paperwork. '' Then I was told that I could apply for a " family loan '' by purchasing the home for my son to live in. I was willing to do this, but several more weeks passed with no phone calls or correspondence ; except for our real estate agent asking for more extensions. Finally, on XXXX XXXX, it was suggested that they may have another lender that could help me. At this point, the contract would expire the next day and I decided to terminate the agreement. I had already spent close to {$1000.00} to obtain a property inspection and an appraisal ( requested by the bank ). In addition to the funds lost, months of time were wasted in which I could have pursued a different lender if Citizens Bank would have been honest from the beginning. This whole process was a nightmare. The regulations in place to prevent someone from getting a loan are ludicrous. However, the situation was made even worse by Citizens Bank for stringing me along while I spent money and made arrangements to occupy this property. And the other victim is the seller who was under the assumption that their home was being purchased and therefore, lost months of time that could have been used to market the property to other potential buyers.
|
| 11/28/2020 |
Yes |
- Debt collection
- Auto debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
Servicemember |
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I feel Citizens One Auto Finance of Citizens Bank wrongfully repossessed my vehicle. The morning of Saturday XX/XX/XXXX, my wife and i returned to the house after running a few errands and saw our truck missing. I went to the neighbors who had a camera over there driveway and saw that the truck was towed. We just paid our car payment the day prior which is well before it is due. We called our bank to verify this payment was sent, as well as the prior few months. All seemed good. We called the financial institution our car loan was through and they didnt give us much info before they forwarded our call to their collections department, which was closed for the weekend. We called the collections department Monday XX/XX/XXXX. They informed us that we missed half a months payment ( {$530.00} of {$930.00} XXXX in XXXX XXXX. After looking into this, we did in fact split our payments that month and accidentally sent the second half of our truck payment to our car loan. We received no notice of this discrepancy. Since we were then delinquent in our payments at that point, the company chose to revoke the two approved deferments we received in XXXX and XX/XX/XXXX ( my family XXXX at that time ). When Citizens Bank revoked these deferments, they shifted our payment history left, and they made it look as though we had been 60 days delinquent since XX/XX/XXXX, and then 90 days delinquent since XX/XX/XXXX. Again, we received no notice of any of this. When we asked the company why we werent notified, they said they sent notification to addresses that we hadnt lived at since XXXX or earlier, and these addresses were never associated with the loan. The also said they were calling a phone number we havent been associated with since XXXX as well. At this point they informed us that our vehicle had been repossessed and it would cost {$4900.00} to make out account current and get our vehicle back. We had 23 days to do this. Long story short, we had to sell our serial numbered collectors XXXX for half its worth, and we also received an XXXX loan in order to get my truck back. We did get it back though and the loan is current.
I will also add that neither my wife nor I have ever defaulted on any loan. Both of these vehicles were within a year of being paid off and the one that was repossessed was at 0 % interest. From my understanding, the bank did not have to do this. They could have taken our credit history into account and properly contacted us in order to settle the discrepancy. I feel the bank decided to repossess the vehicle in hopes that they could get double their money when they sent it to auction if we couldnt pay the required amount. They have also raised our interest rate because of this and we now owe almost {$10000.00} more which adds another year to the loan. If you also include the late fees they charged us, they will now make an extra {$11000.00}. The repossession also hit our credit after only a week when we had 21 days to get the vehicle back.
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| 12/01/2017 |
Yes |
- Checking or savings account
- Other banking product or service
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- Opening an account
- Confusing or missing disclosures
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Web |
Older American |
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In XXXX XXXX I visited the Citizens XXXX XXXX Branch located at XXXX XXXX XXXX XXXX in XXXX XXXX NY, XXXX. My intent was to do business locally and reinvest my XXXX which was initially $ XXXX but I had to pay $ XXXX in taxes when I withdrew the funds in XXXX. Final check received from XXXX was approximately $ XXXX. In turn, I made an appointment with the Financial Adviser at my local branch and met with XXXX XXXX XXXX. In meeting with him, I explained I had already paid taxes once on the funds and wanted to reinvest wisely. XXXX XXXX assured me the product being presented would make more money than a traditional IRA but was still and IRA. With not having any background in the financial sector I believed he was investing my funds to the best of my interests. In early XXXX when I met with my accountant she was stunned and appalled at the actions taken by XXXX XXXX. He has invested my entire retirement check into a non qualified account - an annuity. This has caused me to have to pay State taxes of approximately $ XXXX and Federal taxes of $ XXXX. I tried to speak to the bank about the matter and was disregarded and told I knew what I was investing in. My accountant then contacted XXXX XXXX to discuss. He stated I was in a hurry and insisted he complete the transaction. I went to Citizens as I needed a financial adviser which I could trust locally. I went to have them look after my best interests. This was not provided. I am in financial ruins due to the advice I received from Citizens bank. XXXX XXXX put my retirement into a non qualified account ( Annuity ). This was all the money I had saved in my career and {$10000.00} dollars had to be paid to the government on top of the XXXX I paid initially to withdraw the funds For the next 7 years I have to pay the IRS {$120.00} a month and since NYS does not allow a payment plans I had to withdraw the XXXX from savings to pay the state. It is now late XXXX and I was notified by Social Security that my monthly check will be reduced by {$75.00} due to the fact that the XXXX was viewed in my XXXX taxes as income. In addition, I went to my local town hall to submit my taxes for my senior property exceptions and was told I most likely would not qualify due to making XXXX in XXXX. This will add an additional {$200.00} to my monthly mortgage payment. I could potentially lose my home due to this investment. I feel XXXX XXXX unfairly sold me a product and was deceptive of the terms of the agreement and did not clearly explain the financial consequences. In XXXX of XXXX I did write a letter of compliant to Citizens bank and mailed to the president of the company certified mail and sent a copy of the letter to the Citizens financial office. I was contacted by an Compliance Officer and she stated an investigation would be opened. I received a letter shortly after confirming the conversation. At this time, not enough time has passed for a resolution but my concern is if I was deceived once it may occur again.
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| 11/20/2015 |
Yes |
- Bank account or service
- Other bank product/service
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- Problems caused by my funds being low
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Web |
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In XXXX I was a victim of Citizens bank 's aggressive and unfair overdraft practices. For the past 6 years I have tried to resolve this harm. Rather than resolve this harm Citizens has damaged my credit, sent aggressive debt collectors to harasses me and my family, and have ignored my honest attempts to fix this wrong. I beg the consumer financial protection bureau for help.
The Citizens Bank representative XXXX XXXX ( Office of the Chairman XXXX ) has not responded to at least XXXX voice messages left in XXXX and has not followed up within the 60 days that was promised during our last correspondence ( XXXX XXXX, XXXX ). The damage to my credit is costing me a great deal of money. It is also preventing me from applying to a mortgage.
In XXXX a class action lawsuit was won and citizens agreed to pay customers that were previously harmed by the fees as well as to change their future overdraft practices.
Citizens Bank did not pay or rebate the fees in my case because my account was overdrawn. Think about this. Citizens charged me {$700.00} in fees through unfair overdraft practices- then refused to remedy my case because I was overdrawn!!!!!
Here is exactly what happened : XXXX weekend XXXX, I took my father to lunch on the Sunday. On Monday my account was negative over {$800.00}. How? Citizens put the XXXX lunch through as the XXXX transaction and then processed the smaller earlier transactions from Friday and Saturday. In total I was charged more than {$700.00} in fees. The branch manager would not refund this fees. I closed my account and told them I would never pay. I never paid. I never gave affirmative consent to the overdraft account. I would never agree to pay a {$35.00} overdraft fee for a {$1.00} cup of coffee. The {$700.00} turned into more than {$1000.00} and then according to XXXX debt collector {$2500.00}.
I have been negatively affected by Citizens Bank 's poor consumer department, and the negative reports on my credit ( that has costs me huge in all aspects of credit ).
The policies that affected me were : Did not obtain affirmative consent from its customers prior to processing transactions that resulted in overdraft fees.
Manipulates and reorders transactions so that it can increase the number of overdraft fees it imposes.
Manipulates and reorders debits from highest to lowest in order to maximize the number of overdrafts and consequently, the amount of overdraft fees.
Delays posting of transactions by customers using debit cards so that customers are charged overdraft fees on transactions, even though the customers had sufficient funds in their accounts to cover the transactions upon execution.
Charges exorbitant overdraft fees that bear no relationship to the actual costs and risks of covering insufficient funds transactions.
Violates the consumer protection acts of certain states through its overdraft.
My rights as a consumer have been violated for 6 years. I demand this is removed from my credit report.
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| 04/28/2020 |
Yes |
- Vehicle loan or lease
- Loan
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- Getting a loan or lease
- Changes in terms mid-deal or after closing
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Web |
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First, after I bought the new car on XXXX XXXX XXXX was SUPPOSED to pay off my old lien holder involving a car from a car accident ( I didnt have GAP insurance so I owed around {$3000.00} thus why I was buying another car ). They repeatedly dodged my calls and I had to go in countless times to the dealership with my kids just to get an answer. The finance manager at XXXX XXXX ( XXXX ) told me at the end of XXXX that the payment was sent to my old lien holder. XXXX I get a call from my old lien holder asking why they havent received the rest of the payment from me. I assured my old leinholder that the ~ {$3000.00} was sent end of XXXX from XXXX XXXX in XXXX Indiana AS XXXX HAD SAID. XX/XX/XXXX comes, and my old leinholder reported me late for payment. ( This dropped my credit 70 points. Ive been working on my credit for four years and now Im back where I was when I was XXXX ). I go into the dealership again, and XXXX tells me that there was a mistake on my paperwork when I officially bought the car. XXXX told me the paperwork does NOT have anything regarding paying my old leinholder. I thought this was very odd, especially considering I didnt get approved the first time they ran my credit BECAUSE of the amount I owed my leinholder! They had told me they were financing the XXXX on top of the cost of the car. Anyways, XXXX Im at the dealership, I ask XXXX to see their copies of my paperwork and sure enough, its as if there was never any talk of the {$3000.00}. They then handed me a yellow slip that says I owe, promising me a {$3000.00} check. I was told I was being given customer service from the owners wallet by XXXX. Me, being desperate to save of whats left of my credit and pay my leinholder, I pay my leinholder hoping that the closed account would boost my credit. I was happy for a short time until I found out that it did nothing. Turns out, payment history is a significant part of your credit and neither the dealership nor my old leinholder will help me with fixing my credit. My old leinholder asked for a statement on letterhead from the dealership explaining why the payment was delayed in XX/XX/XXXX so they would remove the late payment flag. XXXX said that there was no way he could do that because if they got audited it would look bad. My information was misused when obtaining a car loan as well. Im a XXXX XXXX who attends XXXX full time and receives a lot of XXXX XXXX : I do not come close to making the {$2500.00} a month put on the paperwork. I didnt know the income was inaccurate until XX/XX/XXXX. XXXX XXXX also put several inquiries on my report and say that cant help remove any of them. I wouldnt care if one or two were kept, but they dragged my credit through a ton of banks and now its showing up as a large sum of inquiries. Im desperate to save my credit and I need help. Ive been to all three credit bureaus and have been in full communication with my old leinholder XXXX and the new dealership XXXX XXXX in XXXX IN.
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| 11/06/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX and XXXX ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. I am opting out of your reporting services.
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| 01/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Original issue starting XX/XX/XXXX ( file of interactions attached ) : I have been a mortgage holder with Citizens Bank ( aka CitizensOne ) for 3 homes, multiple mortgages, and 10+ years. Upon refinancing my existing 3+ year old loan with Citizens in XX/XX/XXXX everything seemed be in fair order and payments have been applied on time throughout. However, after closer examination in XXXX I noticed my escrow balance was unusually high. Upon further investigation I noticed Citizens DID NOT pay out my school property tax as scheduled in XXXX. The repercussion of not paying then is a loss of a 2 % discount fee. I started contacting Citizens on XX/XX/XXXX explaining that if this went unpaid past XX/XX/XXXX it would be an additional 10 % penalty. I have had 18 interactions involving mostly Citizens ( 12 ), local taxing authority, school district, and attorney 's offices confirming this is an issue with Citizens and it should be paid. I'm now receiving delinquency letters from the taxing authority that if not paid by XX/XX/XXXX I am in default. This could result in a lien on my home. This entire situation has been entirely unacceptable as my escrow is fully funded and has paid this tax year-over-year in XXXX successfully. I am seeking immediate payment of my property tax for which only the discount fee which would have been charged in XXXX is billed from my escrow, and any remainder due paid on behalf of the bank as it is their error. I will then not only be removing any and all business from the bank, but encouraging others to do so as well unless this is resolved with a highly satisfactory and timely result.
Update as of XXXX : Confirmed property tax now paid and penalty portion paid by Citizens, but not until after 42 interactions and over 40 hours of my time consumed over the past 2-months to resolve.
New issue as of XXXX : Upon confirmation of payment of my taxes I logged into my account both on mobile and web after noticing my XXXX payment had not been deducted from my bank account as scheduled in auto draft. Both the web and mobile interfaces showed my account as " past due '' with no record of auto draft in place. Thus, I paid the XXXX payment directly through mobile app. As of XXXX, when I log in it's now showing me as having auto draft payment and two payments processed with a next payment due XXXX and auto draft XXXX. I do not wish to have two mortgage payments paid. The customer service line does not give option to speak with a representative and the earliest call back available in the auto prompt is nearly a week away from today on Monday, XX/XX/XXXX. I have escalated with the contact person I worked with on the tax issue in the " Office of the Chairman '' XXXX XXXX. I called her first yesterday, XXXX with no response. After multiple tries today I got a hold of her and she said she would look into it.
The mortgage servicing experience has been dreadful with Citizens and I hope it is rectified for future customers.
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| 06/12/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I took out a private student loan in XX/XX/XXXX with a cosigner from Citizens Bank to attend XXXX University for a two-year full time course of study for a XXXX XXXX XXXX XXXX degree. While in XXXX school I was paying off the accrued compounded interest on the loan so as not to have a balloon effect after I graduated. When I graduated from XXXX I owed about the principal balance of the amount I borrowed ( {$42000.00} ) from the lender, Citizens Bank. The loan servicer/processor was XXXX XXXX XXXX ( AES ). I entered into a monthly agreement of about {$220.00} after I graduated. The monthly amount was calculated based on the LIBOR of 8.5 % and the outstanding principal balance of the private student loan. In XX/XX/XXXX I contacted XXXX to negotiate a lesser monthly payment amount since my status had changed and I was now a XXXX. XXXX declined my request and since I was unable to continue paying the monthly amount, the loan went into default.
In XXXX a housing counselor pulled my credit report and I saw that the private loan was reported as charged-off. She advised I contact the lender, Citizens Bank to rehabilitate the loan. I contacted Citizens Bank and was advised that the loan was charged off in XX/XX/XXXX. I entered into a monthly payment plan with Citizens Bank which was initially {$120.00} which later I renegotiated to {$50.00} based on the fact that I had no income. My current source of income is my son 's child support and his SSI.
In XX/XX/XXXX my credit report was pulled by XXXX XXXX XXXX for assistance with my ongoing housing counseling issue. That was when it first came to my attention of the errors in reporting seen in my credit report in reporting status and the amount of debt which was listed as the highest and not the current as per my monthly payment plan with Citizens Bank. Please see attached supporting documents. I contacted Citizens Bank and was advised to contact each of the three credit bureaus. I received responses from each of the three individual credit bureaus refusing to fix the errors. Rather they wanted Citizens Bank ( loan furnisher ) to provide them with an updated status on my payments so far. I contacted Citizens bank via email at their request but I am yet to receive a response regarding my request to have the errors in reporting on my credit report with regards this private student loan amended. That is with regards to 1. The classification as debt collection instead of charged-off and 2. The amount of debt disputed which is reported as the highest balance and not the current balance.
I will be most grateful for your office 's response and action to ensure that this errors in reporting status on my credit report are addressed as my credit report and rating are being adversely affected by the day as long as these errors remain on my credit report.
Thank you for your time and consideration in this matter and I look forward to hearing from you soon. I can be reached at XXXX or XXXX XXXX
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| 04/06/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Closing your account
- Company closed your account
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Web |
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Citizens had closed my credit card ending in XXXX ( Citizens Cash Back Plus ) due to inactivity for 3 months, but I was planning to use it until I got this notice in the mail. Prior to the close, I never got any notice or warnings that my account was going to close due to inactivity. They closed the credit card on XX/XX/2023.
I called immediately on XX/XX/2023 to see if I can recover the account. The phone representative transferred me to an account specialist, they said they will investigate and try to re-open account along with a hard inquiry which I agreed to do. I was told to call the following week to get an update. So I called on XX/XX/2023 to follow up. This time the account specialist claimed that there's no notes on me speaking to a past representative or other specialist so they had to try and re-open it again. They told me to follow up again on Thursday, XX/XX/2023.
Today is XX/XX/2023. And I'm noticing the same pattern happening. Firstly, I spoke to a general credit card representative and he told me that my account got re-opened so I was initially excited, but then he noticed that my rewards ( {$45.00} in cash back ) was not available, so he transferred me to account specialist Account specialist ( this time her name was XXXX XXXX told me that there's no notes about any previous calls again. So what is going on here? Where's the data organization? Are these reps taking this seriously? Why are they not keeping notes of my previous calls and no status updates? This is getting ridiculous. I informed XXXX the specialist that I got a physical mail that my credit card closed, so she indicated that if I got this physical mail then there's no recovery of the credit card ( despite my 100 % on-time payments, low credit utilization and high credit score ). Of course this is not matching up with what the general rep told me previous. Why did he saw it was opened back up while the specialist has different answer? Something is not right here. Things are not matching up.
So I asked XXXX, am I at least able to get back the {$45.00} in rewards reimbursed to me since I worked so hard to earn the cashback as a loyal customer? And she said " no '' because if the account is closed then its unrecoverable and the points with it are gone.
I'm not sure why this credit card company gives me the most hardest time out of all credit card companies. But I think this should be investigated thoroughly because not only are their information inconsistent, but they are not making notes, being lazy, not doing their jobs and they do not respect customer loyalty ( although I shouldn't expect that ) but to close my credit card and not recover it immediately should be rectified by the company. Something is being overlooked so I wanted to bring this to light.
I felt as if this company just stole my wasted time, effort and money that I earned legitimately with no repressions to their actions or to their own business ethics for customers.
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| 01/03/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened a new account with Citizens Bank in XX/XX/XXXX to take advantage of a " new account bonus '' being offered. The terms of the promotion only required that I make at least XXXX direct deposit within 60 days of {$500.00} or more ( this was done on XX/XX/XXXX ) and keep my account in good standing at time of payout. The bonus was to be paid out by XX/XX/XXXX.
Anticipating the bonus, I logged into my account on XX/XX/XXXX to find that an automatic transaction on XX/XX/XXXX had brought my account negative - {$4.00}. Usually, I receive an email alert if my account is overdrawn, allowing me to take advantage of their " peace of mind '' feature to avoid overdraft fees ( I've attached a sample of one such email to this message ). In this case, I did not receive any notices and had no way of knowing my account was negative until I logged into my account on XX/XX/XXXX.
Naturally, this was on a Saturday and on a holiday weekend, and on top of that there are no Citizens Bank branches in my state. My ONLY recourse to bring my account to a positive balance, was to utilize XXXX XXXX to make an instant deposit to my debit card. I transferred {$6.00} which brought my account up to {$2.00}. I verified that my account balance was positive, and even purchased a small snack for {$1.00} since I had the funds available.
When no bonuses were applied to my account, I contact Citizens bank when they reopened on XX/XX/XXXX and spoke with a " XXXX '' in the department that handles promotions. He told me that the INSTANT deposit I made on XX/XX/XXXX was showing a date of XX/XX/XXXX, and therefore my account was ineligible for the promotion. This is absolutely false, as I used EVERY reasonable tool at my disposal, after hours on a holiday weekend, to make this deposit. As it was tied to my debit card, I know for a fact they can view the actual transaction date and time in real-time. But because their system is designed to ( apparently ) only post debit card credits on business days, they are telling me I did not make the deposit in time. When was I supposed to make it?? WHERE was I supposed to make it???
This is beyond reasonable and I believe Citizens Bank should be held responsible for their faulty system. An instant deposit is just that - INSTANT. It makes absolutely no sense for my deposit of {$6.00} to take three full days to " post '' to my account. In fact, I've used this very method multiple times to make deposits in time to avoid overdraft fees as part of their " peace of mind '' feature.
Citizens Bank is defrauding its customers by luring them into opening accounts as part of a promotion, only to use absolutely ridiculous reasoning for denying the promotional payout. Citizens Bank should have been able to see that I did EVERYTHING in my power to bring my account to a positive balance, when all of their offices were closed for the holiday weekend. To still assert that my account was in a " bad '' standing is simply false.
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| 07/21/2016 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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Good afternoon- I submitted a complaint to the CFPB on XXXX XXXX. My case number assigned by Citizens is XXXX for Account XXXX held with Citizens Bank. The complaint number issued by CFPB is XXXX. Attached is a copy of that complaint for your review. In the complaint, I stated that the bank was severely dragging their feet on an approval or denial for the short sale package that was submitted back in XXXX of this year for the home I currently own. I received a call from XXXX XXXX in regards to my complaint on Monday XXXX XXXX and he assured me that he would be on top of my file so that the approval could be issued by the second deadline of first lien holder. This extension is the second and final extension that the first lien holder is granting to the closing of this short sale. I was told by the first lien holder that they could only grant XXXX thirty day extension to my file, which they granted for this be closed by XXXX XXXX. I have been following up via email, calls, voice mails etc. to the relationship manager at Citizens as well as the office of the Chairman assigned to my case, XXXX XXXX, and it is XXXX XXXX and this is still not resolved. The closing should have been set up for next Friday XXXX XXXX and I still do not have an approval. I have jumped through many hoops that have been placed in my path by the bank and I have documentation to that effect. With no approval, the buyer can not setup their final inspections, which will cause them not to be able to close by the XXXX of XXXX therefore forcing us to miss the second and final deadline given by the first lien holder and causing the home to go into foreclosure. I have provided everything that they have required of me and then have also provided my time and attention to this matter on other things that they have required / requested from other parties in this matter that were not my responsibility, but in order to provide them what they needed timely I did those things. Had I not provided those things, I could swallow the pill of foreclosure on my home easily however this is not the case as I can prove through my documentation of this case the last several months.
It should not be to the point that this home should foreclose due to the negligence on the part of the bank. I am emailing this information in hopes that someone will look into this matter and see the negligence that has been caused to my detriment and order the violator to remedy the harm it caused me! If I have to escalate this issue up further, I surely will do that, but I am hoping that someone will get in contact with the Office of the Chairman, XXXX XXXX, at Citizens Bank so that this can be resolved because all of my previous attempts to contact him have failed over the last 3 weeks. XXXX XXXX can be reached at XXXX or XXXXXXXXXXXX. I have copied him here. OR, please contact me at XXXX or at this email address I am mailing from. Thank you for your consideration to this urgent matter!
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| 11/06/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
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Web |
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According to the Fair Credit Reporting Act 15 USC 1681 section 602a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. XXXX, XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information. Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
|
| 05/01/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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RE : XXXX XXXX-PRIVILEGED AND CONFIDENTIAL INFORMATIONDear Consumer Financial Protection Bureau : Presently I am long term unemployed ( $ XXXX/year from employment XXXX ), NO Transportation, threatened homeless, and SISTER PHONE XXXX. On XX/XX/XXXX, I walked into Citizen bank ( located at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, Phone : XXXX ) and CLOSED OUT MY XXXX DEPOSIT CHECKING ACCOUNT NUMBER XXXX, after GETTING ALL MY CASH.
I am writing because I did not receive any formal documentation stating closure of the account only a withdrawal receipt. In the past, I have walked into banks to close accounts only to find out years later the bank employees actions proved to be disingenuous and they DID NOT DO THEIR JOB AND HONOR THE ACCOUNT HOLDER/CUSTOMER 'S LEGAL REQUESTS AND CONCERNS.
For example, in XX/XX/XXXX I walked into XXXX Bank ( located XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Phone : XXXX ) and closed out accounts with ZERO BALANCES, only to have the bank allow post-closure unauthorized activity leading to delinquent amounts which the bank subsequently charged off and ERRONEOUSLY ATTACHED TO MY GOOD NAME. XXXX bank then refused ME, XXXX, any information in reference to what was charged and who charged the delinquent amounts. I attempted to reason with XXXX bank employees to properly inquire about the account I CLOSED and STRONGLY ADVISED XXXX bank to provide the name of the person ( s ) responsible for unauthorized account activity and REMOVAL OF DELINQUENT ACCOUNTS IN MY NAME OUT OF CHEXSYSTEM to no avail.
Again, once made aware of delinquent charged off amounts in My Name on XX/XX/XXXX, I walked into a local XXXX bank branch ( located at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ) to discover the facts. Until XX/XX/XXXX, I had no knowledge of XXXX bank delinquent amounts. Again, on XX/XX/XXXX after discovering the information from a different bank Authority, and I walked into the XXXX bank XXXX bank branch on XX/XX/XXXX and XX/XX/XXXX to reason, clarify, and calmly resolve. I have contacted all phone numbers provided by XXXX bank to RESOLVE THEIR ACCIDENTS\MISTAKES ; however, XXXX bank 's resolution involves allowing CONTINUED UNAUTHORIZED ACTIVITY BY ALLOWING AN UNAUTHORIZED PAYMENT FOR AMOUNTS I DO NOT OWE AND REFUSING REMOVAL FROM THE CHEXSYSTEM. I have requested the name of the person ( s ) who ( XXXX ) allowed the unauthorized payment and ( XXXX ) person ( s ) who made the unauthorized payment. The bank refuses to disclose thot information WHICH IS ILLEGAL. In addition, to this day, XXXX bank has not made PAYMENT TO ME, XXXX XXXX XXXX, for XXXX XXXX certified bank checks ( check number XXXX {$210.00}, and check XXXX {$70.00} ).
I WANT TO ENSURE THOT DOES NOT HAPPEN EVER AGAIN AND I WANT ALL MY MONEY. Please ensure Citizen bank account is properly closed out so NO DELINQUENT AND FRAUDULENT amounts from unauthorized access, XXXX are illegally charged off, and then attached to MY EXCELLENT NAME.
|
| 03/19/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
Hello. I have a complaint open regarding this XXXX.
I was unable to find an area to add new documentation and information and Citizens Bank has escalated the situation.
Citizens opened an account in my name after assuring me they would not multiple times in writing and over the phone ( please see the previous complaint and attached correspondences with Citizens ).
Since the previous complaint I received an email in response to a certified letter I sent to the Office of the Chairman. XXXX XXXX ' letter assured me they were looking into it and would handle it on XX/XX/XXXX On XX/XX/XXXX, more than a month later, I received MORE checks from them for the account they fraudulently opened.
I just wanted this on record that rather than handling their actions, they are escalating it.
Since this bank has proven to not be trustworthy, I am copying in all information from the previous complaint so it's very clear that they have it all together in once place.
from complaint XXXX I had multiple XXXX accounts XXXX XXXX has changed to a wealth management bank so I received notification that my accounts would be transferred to Citizens Bank. I did not want a Citizens account, so I called Citizens and was told the only way to prevent an account from opening was to fully close my XXXX accounts. I closed my accounts fully with XXXX on XX/XX/XXXX ( receipts attached ). On XX/XX/XXXX I spoke on the phone with Citizens as well as as XXXX messaged with XXXX at Citizens. XX/XX/XXXX I had written confirmation from XXXX via email that an account would not be opened in my name if my XXXX accounts had been closed. They were away of the date I closed my XXXX accounts. On XX/XX/XXXX I received an email about my upcoming account being opened at Citizens. I spent hours on the phone trying to have my info wiped from their database and to get assurance that a Citizens account would not be opened. I spoke with an agent and eventually was able to speak with a manager XXXX on XX/XX/XXXX who refused to remove my email from their database and confirmed multiple times that no account would be opened in my name. She told me that our phone call was being recorded but when I asked for a copy for my records, I was refused. I was given an address for Citizens Office of The Chairman ( with no name attached ) from XXXX and I sent a certified letter on XX/XX/XXXX. I submitted a complaint with the New York State Department of Financial Services on XX/XX/XXXX. They closed the case asking that I submit here instead. This week I have received information that an account has in fact been opened illegally in my name at Citizens after they assured me multiple times that this would not happen. I am attaching photos of the checks and debit card they sent me this week.This company has caused hours of work on my end and between that and the fact that it involves my finances, it has caused a massive amount of stress. Thank you for helping me resolve this.
|
| 06/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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|
Web |
Older American |
|
XXXX Case Number : XXXX
Merchant name : XXXX XXXX XXXX, Attorney Date of transaction : XX/XX/XXXX Disputed amount : {$2000.00} Dear Citizens bank Card Transaction Support Center, I am disputing the above stated amount that occurred on XX/XX/. The merchant did not provide professional services in alignment with the Equal Employment Opportunity Commission ( EEOC ). The merchant was asked to represent me to secure two years back pay because I was wrongfully terminated. The merchant did little to no work on my case. He did not review vital evidence sent by the opposing attorney nor did he attempt to obtain good, strong evidence to support my case. He claimed that he could only procure {$500.00} dollars for the legal case I retained him for. The said services stated were done via emails and phone calls, none of which I was present to listen to or review. Prior to this, the merchant firmly reassured me that my case would be properly and thoroughly reviewed. The merchants billing is bogus and highly inflated. I was scammed and misrepresented for the professional services I expected, and I would like a full refund.
Sincerely, XXXX XXXX This complaint is about attorney XXXX XXXX XXXX, XXXX. who is duly admitted to the New York State Bar, the U.S. District Courts for the Southern and Eastern Districts of New York, and the United States Supreme Court. The attorney claimed to be a specialist in the United States Federal Employment Law with the Law firm of XXXX XXXX XXXX, XXXX. On XX/XX/. I contacted the XXXX XXXX XXXX XXXX Firm to represent me on a U.S. Equal Employment Opportunity Commission, New York District Office. Attorney XXXX XXXX XXXX, XXXX. was assigned to my case for representation. I was asked to pay ( a ) Consultation fee of {$400.00} ( b ) {$7400.00} for representation as per attached billing. Subsequently, the attorney contacted me in XXXX and requested I pay another {$4000.00} because I have exceeded five ( 5 ) hours of work on the initial ten hours allocated to the case. The attorney did not cite any Federal Laws and Regulations or review documents from the opposing attorney. In addition, the attorney urged me not to accept the Administrative Judge offering assistance by providing me with an ADR -Alternative Dispute Resolution specialist because he wants me to pay another {$4000.00} for two hours of representation at the ADR conference. Furthermore, the attorney stated that he was only able to secure a settlement for {$500.00}.
The above illustrates this lawyers unethical duties and the inability to analyze legal issues, to research and study changing laws and legal trends, and otherwise to represent the client effectively and professionally. I am disputing the billing from the firm and requesting a refund of {$4000.00} because they are misleading charges and not representative of any professional legal work performed for fifteen hours. I believe the firm is running a scam.
Sincerely, XXXX XXXX
|
| 06/26/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
We are both in our late XXXX 's, retired, and living on a fixed income. We went to local branch of Citizens Bank in XXXX, OH to open a 14-month CD with a 1.25 % interest rate. We already have a savings account with this bank with approximately {$11000.00} + in it. We were opening XXXX CD 's. XXXX in the amount of {$5000.00} and the other in the amount of {$4000.00}.
Documentation provided by bank states as follows : " Offer available to new and existing customers with a Citizens Bank XXXX XXXX Banking Relationship '' No definition of XXXX XXXX Banking Relationship on document or on display in bank branch. ( A XXXX XXXX customer has to have a total of {$20000.00} in checking, savings and/or other types of accounts with the bank. ) We were told we had to have a checking account with Citizens Bank to qualify for the XXXX XXXX, regardless of the amount in our savings and CD 's. We were also told that we had to deposit {$250.00} to open the checking account but that we could withdraw all but {$25.00} in a day or XXXX. We already have a checking account with another bank that charges us nothing for the account or for checks or statements.
When asked about a monthly statement, we were told that we could have a free XXXX each month online but that we would be charged {$2.00} each month for a paper statement. ( That is {$24.00} a year in an unnecessary fee since the work is done automatically on and by a computer, not an employee. ) We told them that we do not for any reason do any online banking or bill paying. They said we could not have a quarterly statement. We also could not come into the branch and have them print us out a statement when we wanted XXXX, say just once or twice a year. We were told that we either have to get a monthly statement online for free or we have to allow them to deduct {$2.00} monthly from our checking account for a paper statement.
Here are our complaints about this bank and its services, and fees:1. A savings account is just as much of a banking relationship as is a checking account and therefore only XXXX or the other should fit their XXXX XXXX Banking Relationship not a requirement of a checking account.
XXXX. Banks should not try to force people to do banking online when daily individuals ' accounts are being stolen or hacked into. Until an unhackable security system on paying of bills and doing banking is developed, we are not going to do so. As we choose not to do online banking, we are being penalized {$2.00} monthly for a statement that costs the bank mere pennies per statement to provide. This should not be allowed. Actual human employees are not typing up, inserting in envelopes, sealing the envelopes, stamping them or in any way handling them. This is all done by computers that have been programmed to perform this routine function on a certain day each month. Statements are printed, folded, placed in envelopes, stamped and mailed all with little, if any, human contact.
|
| 08/17/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
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Please see below which is the exact letter that was attached to my second dispute with Citizens over this charge. They do not care about their customers, they will not take time to read a written explanation from their customer, but they will accept a screen shot from a company. I can take screen shots all day and insist people owe me money ... Wouldn't that be a good business model ... I need this handled so I can close my accounts and never deal with this bank again. The dispute was for two charges totaling XXXX, not XXXX. XXXX A.K.A. XXXX XXXX would not grant me access to cancel. I could not dispute with PayPal until it was charged, I emailed PayPal to not allow any further charges.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - RE : CLAIM NUMBER XXXX I have tried to explain this situation over and over again. I signed up for a two week trial of XXXX After signing up I realized I was locked out of my XXXX account and the only way to cancel the subscription was to login. At this point I attempted several times to reset the password. XXXX was suppose to send me a link to my backup email and never did. The only way I could cancel the subscription was to wait for the charge to be processed by XXXX as I could not dispute a charge that hadn't happened yet. Once I disputed they denied it and asked me to reach out to XXXX. I kid you not the email they provided was XXXX. PLEASE NOTE : That in my initial dispute I asked them to stop any further transactions from XXXX. The charge hit my account again on this account as well as my personal account. When I seen this I went back to XXXX and seen that they again denied my claim. This is when I contacted Citizens. Below is a bullet point to m
ake it more clear.
Signed up for trial approximately two weeks
before the first charge which cleared on XXXX
When the charge was still pending I disputed with XXXX.
XXXX denied without my knowledge after I had already requested no further charges be taken.
I contacted XXXXXXXX again and they told me to contact XXXX I signed up for a new account with my personal email during this time.
This account and my personal account were both charged in XXXX.
I am owed XXXX from XXXX XXXX For a total of XXXX I will attach the correspondence between me and XXXX. This is now limited as I just received an email from them that they received the dispute from citizens and I no longer have access to all the correspondence on their site. Please note that if you look at my business account you will see the charge for XXXX on XXXX and XXXX on XXXX You will also see the charge for XXXX on my personal account on XXXX. ( This is the only charge I am liable for ).
Again XX/XX/XXXX was the trial I attempted to cancel as I could not do so before it was processedXXXX XXXX was a duplicate to the XXXX charge on XXXX to my personal account as paypal never put a stop to the billing per my original request.
Thank You, XXXX XXXX.
|
| 04/26/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/XXXX I set up automatic payments on a citizens bank heloc I have. The system took 2 payments in XX/XX/XXXX and did not take a payment in XX/XX/XXXX. When I received my XX/XX/XXXX statement from citizens bank it showed no payment taken. I called customer service and they advised they would fix the problem and reflect one of the two payments made in XX/XX/XXXX as a XX/XX/XXXX payment. Several days later I received a letter from citizens bank collection department dated XX/XX/XXXX. To summarize since i received that letter I have spent more than five hours on the phone with citizens bank customer service receiving totally conflicting information about my loan payments. I have received conflicting emails from citizens bank about my payments. They have now advised they see a payment to someone else 's account ( giving me the name of that other customer of theirs ) taken from my checking account at XXXX XXXX. XXXX XXXX confirms the money was drawn from my account and paid to citizens bank and it was a PHONE payment. I made no such payment.
XXXX XXXX from citizens bank addressed the problem to me on the phone yesterday morning by saying they see no such record of that payment and to " prove '' to them the payment was taken from my checking account. I informed her they don't see the payment because it went to someone elses account. I have an email confirmation of the payment from citizens bank being applied to an account that is not mine.
XXXX XXXX further advised that if I made a complaint to the cfpb it would " just come back to her '' which I view as an attempt to discourage me from making the complaint.
Citizens bank help with this problem has been utterly incompetent and outright arrogant and smug. I would like them to confirm I'm set up for automatic monthly payments and that they have corrected the payment made to somebody else 's account. So far, they have done neither of those things. Given their contradictory customer service information and refusal to straighten out the payment taken from me and credited to somebody else 's account I am deeply concerned about this home equity lender and my account. Customer service has been nothing of that sort ( service ) and contradictory and confusing. I would recommend others be cautious with this lender because I have been given nothing but problems in the more than five hours I have had to spend trying to just make my payments and get confirmation that future payments are set up. They have also now taken money from my checking account with no authorization from me whatsoever to pay someone's ( who I do not know ) account and they have refused to correct that grievous error. By the way, the amount incorrectly taken to pay another customers loan is {$140.00}. I called my XXXX XXXX to advise that is an unauthorized payment. XXXX has credited my account but now I have to fill out a claim form with them and they have to address it with Citizens Bank.
|
| 03/08/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
XXXX has updated the following account on my credit profile but, they have still failed to provide me with an original signed contract with my signature on it. Under the FCRA section 609 and 611, XXXX as violated my consumer rights by not adhering to the law. Section 611 ( 5 ) ( A ) states you are required to promptly delete all information which can not be verified. The definition of verify, according to the black law dictionary is to confirm or substantiate by oath ; to show to be true. Particularly used of making formal oath to accouuts, petitions, pleadings, and other papers. Contract law states that the only way to contest a affidavit is to respond another affidavit. According the black law dictionary an affidavit, a written or printed declaration or statement of facts, made voluntarily, and confirmed by the oath or affirmation of the party making it, taken before an officer having authority to administer such oath. XXXX failed to respond to my previous sworn statement of dispute affidavit with a another sworn statement of dispute affidavit which is against contract law. Also, section 605-B ( a ) Block. Except as otherwise provided in this section, a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt by such agency of ( 1 ) appropriate proof of the identity of the consumer ; ( 2 ) a copy of an identity theft report ;. Furthermore, under the FDCPA section 809 states if the consumer notifies the debt collector in writing within the thirty-day period described in subsection ( a ) of this section that the debt, or any portion thereof, is disputed, or that the consumer requests the name and address of the original creditor, the debt collector shall cease collection of the debt, or any disputed portion thereof, until the debt collector obtains verification of the debt or a copy of a judgment, or the name and address of the original creditor, and a copy of such verification or judgment, or name and address of the original creditor, is mailed to the consumer by the debt collection. I am a litigious consumer and fully intend on pursing litigation in this matter to enforce my rights under the FCRA. If the following accounts are not delete immediately from my credit profile. XXXX XXXX/XXXX Account # XXXX Opened XX/XX/XXXX in the amount of {$300.00} XXXX/XXXX Account # XXXX Opened XX/XX/XXXX in the amount of {$300.00} CITIZENS BANK NA Account # XXXX Opened XX/XX/XXXX in the amount {$19000.00} XXXX XXXX XXXX XXXX Account # XXXX Opened XX/XX/XXXX in the amount {$200.00} XXXX XXXX XXXX XXXX Account # XXXX Opened XX/XX/XXXX in the amount of {$200.00} XXXX XXXX XXXX XXXX XXXX Account # XXXX Opened XX/XX/XXXX in the amount of {$250.00} XXXX UNIVERSITY XXXX Account # XXXX Opened XX/XX/XXXX in the amount of {$500.00}
|
| 06/29/2021 |
Yes |
- Debt collection
- Other debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
|
|
I signed up to buy an XXXX through XXXX 's website. The only option to buy the XXXX, was by using a Citizen 's loan to finance the XXXX, with no discounts. I bought the XXXX by putting my credit card information in at the time of purchase.
I did not hear anything for 3 months, and assumed that my credit card would be billed as normally happens with any online purchase.
Three months later I received a notification from my bank that my credit score had dropped 100 points, from perfect at XXXX down to under XXXX. I then researched what could be the problem, which turned out to be a loan from Citizens. I went through my emails and found no emails from Citizens except for one at the time of purchase that asked if I'd like to add my credit card to their information data base for ease - it expressly did not say that it was required. I don't like to send my credit card information out without a real reason, so I had decided not to do that at the time.
I then called Citizens and was ultimately directed to billing, who notified me on a recorded line that I had not been contacted about my late bill, either by phone or by email, and also noted that this was not normal - others had been contacted 7+ times. I then asked if I could pay my bill and if Citizens would return my credit to normal, as this seemed like a mistake on their part, and something I was willing to resolve quickly, as there had obviously been an operational issue on their side, and I didn't want my credit hurt ( I'm trying to buy my mom a house ). Citizens refused the offer and demanded that I pay immediately or they would send my account to collections ( where it apparently already was ). I ended up paying XX/XX/24 months of the " loan '' with all of the interest ( " fees '' as they call it ), hoping this would get Citizens to help me on my credit score. I then attempted to put my credit card and then debit card into their website about 10 times ( I use both still, they work ), and had one instance where it looked like it went through, so I could be automatically billed.
Apparently their website didn't work again, and they are threatening my credit again, and are now calling me on what seems to be a daily basis, despite my balance over the next two years being 90 % paid. I have spoken to them multiple times and they refuse to 1 ) fix their website, 2 ) fix my credit, 3 ) are knowingly harassing me.
1 ) They have called me and claim they don't know who they are calling or why.
2 ) Have attempted to state that I am calling them when they have called me.
3 ) Continue to hold my credit score hostage over XXXX {$100.00}.
4 ) In holding my credit hostage and trying to force me to prepay 2 years ahead of time, are in effect charging me a usurious rate of interest ( 10 % /year over two years is what the fees equate to, which I have now paid in ~6 months, resulting in an interest rate of >40 % ).
4 ) Refuse to help amend my credit score.
|
| 02/09/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
|
|
I have a loan with Citizens Bank. On XX/XX/XXXX, my debit card that was on file to make monthly automatic payments was compromised due to suspicious activity. As a result, I was issued a temporary debit card and a permanent debit card from my personal bank within a XXXX-month timespan. Because my automatic payments could not be made with my initial debit card, I received an email from Citizens Bank notifying me to update my payment information. I immediately updated my card information with the temporary card in XXXX and the permanent card in XXXX. Citizens Bank refused to charge my card ( s ) the day I updated my payment information. As a result, there were XXXX missed payments that appeared on my credit report and my excellent credit score dropped by XXXX points.
I would like to report that Citizens Bank intentionally did not take out the amounts I owed in XX/XX/XXXX and XX/XX/XXXX and as a result, my credit score has plummeted.
I was put in contact with XXXX XXXX from the Office of the Chairman who admitted that there was wrongdoing on Citizens Bank 's part but will not correct the issue.
It is extremely deceptive to email consumers to their update payment information, but not indicate that a payment will not be made immediately. XXXX took my feedback to improve future communication with customers on her end ; however, refuses to resolve the issue that has impacted me.
There are other consumers who were in a similar situation who had this issue resolved. Citizens Bank is not a consumer-friendly bank, but rather a collection agency. The company asks customers to put a credit card on file as opposed to the account number of a bank account to take out automatic payments for a loan.
This is a malicious way to conduct business. There are customers whose debit cards may expire, be compromised, etc. and they are unable to make a payment due to no fault of their own. Citizens Bank intentionally wants to destroy the health of consumers credit with their misleading practices.
Furthermore, there is nothing in the terms and conditions that states that a payment will not be processed the day that a consumer updates their payment information.
It's deplorable that Citizens believes in the importance of customer building and satisfaction but has admitted fault in this situation and refuses to correct the issue.
Please see attachments that convey my card on file was compromised and an email from Citizens Bank that shows the lack of clarity for when a payment will be made once a consumer updates their payment information.
***It is important to note that on XX/XX/XXXX, Citizens responded to a complaint I filed with XXXX and removed the late payment for XXXX from my credit report but kept the late payment for XXXX on my credit report. Both XXXX and XXXX need to be removed from my credit report immediately! This is a clear acknowledgement that this should have never been placed on my credit report.
|
| 03/24/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
|
|
Web |
|
|
On XXXX XXXX I went to the Citizens Bank on XXXX XXXX, in XXXX, MA and gave my son 's bank information in XXXX and wired {$200000.00} to XXXX do XXXX, where my son has a checking account. ( My son lives in XXXX ) On XXXX XXXX, I 've realized there was a mistype in the XXXX he gave to me. I called the Citizens Bank Wire Department and was able to fix the number and they told me the money would be available in XXXX on XXXX XXXX.
Until XXXX XXXX XXXX, the money has not arrived in my son 's checking account in XXXX, but left my account on XXXX XXXX.
I 've called Citizens Wire Department many times and they told me the money was transferred to XXXX XXXX XXXX and that XXXX XXXX XXXX would be responsible for that wire transfer.
I 've asked if they could trace the money since it 's been more than 2 weeks, they ca n't. XXXX XXXX XXXX is the bank responsible for that and if XXXX XXXX XXXX has not called them to say something went wrong, they do n't communicate with XXXX XXXX XXXX, they assume everything went well. Although I 've been calling to let them know it has not.
They also told me I could start a process to get my money back in my checking account with Citizens but I would lose the fees I 've paid for the wire transfer to be made.
I just want to find out what happened to the money. Even if there was something wrong I should have gotten a phone call or something.. This is not the way a Bank should treat a client/customer who trusted the Bank. This is disrespectful!
Another thing, they should clear state to the customers they are NOT allowed to do International Transactions and that their money is going to be transferred to another Bank for the transaction to be complete.
I 've got all the dates and time I 've called the Wire Department at XXXX XXXX - XXXX ( XXXX XXXX XXXX XXXX minutes on the phoneXXXX XXXX - XXXX USA - XXXX minutes on the phoneMarch XXXX - Director of Bank - XXXX minutes on the phoneMarch XXXX - XXXX - XXXX minutes on the phoneXXXX XXXX - XXXX ( that day finally the lady told me they 've started a trace and someone would give me a call ) XXXX XXXX - One of their employees finally called ( XXXX XXXX ) but until that day they did n't know what happened to my money.
I just want Citizens Bank to be responsible for the deal I 've lost in my country - that money was supposed to buy a condo and, of course, I lost the deal!
I want Citizens Bank to trace all my phone calls ( They 've been recorded ) and try to figure out WHY their employees did n't take an action on XXXX/XXXX/15 when I made the XXXX phone call to complain about a delay ... They should know better.
I used to work for the XXXX XXXX XXXX XXXX and they call their customers because a {$1.00} coffee. What about Citizens? what do they do for their costumers?
I would appreciate someone to please investigate this case and force Citizens Bank to improve the way they treat their costumers and solve situation.
Sincerely, XXXX
|
| 10/17/2017 |
Yes |
- Debt collection
- Private student loan debt
|
- Took or threatened to take negative or legal action
- Threatened to sue you for very old debt
|
|
Web |
|
|
Dear Sir/Madam : I am being sued by XXXX XXXX XXXX XXXX XXXX ( XXXX ) who filed a complaint against me in XXXX XXXX, XXXX. I now have a pre-trial conference scheduled for XXXX XXXX and a trial scheduled to take place the following month. I have been in a legal battle with this entity for two years and managed to vacate a judgment placed against me. I do not have a lawyer because I simply can not afford one. I have filed numerous complaints ( before I was sued ) with the Attorney Generals Office as well as Consumer Financial Protection Bureau ( CFPB ) against XXXX who claim to own my private student loans to no avail. Both agencies failed to conduct a proper investigation into the matter and failed to protect me as a consumer. After I had conducted an investigation, I realized that XXXX did not own my private student loans due to the following : 1. XXXX provided copies of my promissory notes with missing pages ( e.g terms and conditions ) 2. XXXX provided copies of their Pool Supplement and Deposit & Sale Agreements which were not fully executed, did not list my name, did not reference promissory notes, no purchase amounts listed and not notorized.
3. It is unclear if the name listed under the lender, Charter One Bank, N.A. Is an authorized signer. Most companies have a delegation of authority in place.
4. XXXX is claiming I owe more than what I borrowed and paid towards the private student loans.
5. Charter One Bank was acquired by Citizens Bank in XXXX but did not change their name until XXXX. It is unclear whether Citizens Bank sold the debt or paid it off when they purchased Charter One Bank.
6. Citizens Bank is unable to confirm the business transaction between Charter One Bank and XXXX.
When I read the XXXX XXXX XXXX article about CFPB filing a lawsuit against XXXX, I thought finally there was light at the end of the tunnel. This quickly changed when I called CFPB only to find out no one knew about the case. I thought CFPB made it clear to XXXX to cease all collection efforts in regards to debt collection until an audit was performed? Why am I still being sued? I hope you understand that there are individuals going through the legal process now. Not just those who were already sued and have been paying XXXX. What do you say to those individuals such as myself? Sorry we can not give legal advice. This does not make any sense. CFPB should take full responsibility for letting millions of consumers down. XXXX have been illegally filing false claims in court against borrowers since XXXX. You finally did a review and filed a complaint against this entity in XXXX. Really? If you think you deserve a pat on the back ... ..you dont deserve it. As a matter of fact you should also be sued for your failure to properly conduct an investigation, communicate with consumers and taking action against the entity in question. I need someone in upper management who is familiar with this case to contact me.
|
| 10/18/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
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XX/XX/XXXX payment made on boat loan # XXXX. Check did not clear my bank so I called and was told it was processed in a different amount on XX/XX/XXXX. I informed customer service that I had written the check for the correct amount and gave the number of the duplicate check I kept. Was told I could send a letter and they would check it out. I reached out to branch in XXXX Ohio where a manager named XXXX assisted me, got a person on the phone for a 3 way call, and was told by that individual that she could see the image of my check and that it was written for the correct amount. At that time I was given a case number XXXX. I was told they would process the check in the correct amount and I would receive a letter. I let some time pass, then called to check again. At that time, the customer service representative could not find anything under that case number. I had additional conversations with XXXX and XXXX who then passed it off to a regional manager named XXXX who never called me.
Additional calls to customer service netted another case number and, finally, a contact with a woman named XXXX XXXX with whom I never actually spoke. I contacted managers through customer service and reached a manager named XXXX and another named XXXX, both of whom were very friendly but unable to assist me.
In the meantime, I received calls from collections since the original payment which was posted in the wrong amount was reversed out. I gave the collections department the case number and learned that they do not communicate in any way with customer service, however, they did make notes on my account that I was working with customer service on the issue.
The customer service person ( XXXX ) has offered two versions of what happened. The first version was that I wrote the wrong amount on the check in the legal line. The second version was that I never sent a check and someone else 's check was applied to my account. Story number two was delivered by yet a third manager named XXXX. XXXX suggested I make an extra payment to the account so that it appears current while they investigated. He suggested they could possibly back date that payment and correct my credit report. I made the payment within the 10 day window ( XX/XX/XXXX, letter ( attached ) dated XX/XX/XXXX and received on the XXXX ) but negative information was entered into my credit report prior to XX/XX/XXXX when the additional payment was made and before XX/XX/XXXX which, on my calculator, would be 10 days.
XXXX subsequently indicated this would not be possible because he has no way of believing I ever sent a check -- even though one person saw the image in the process, and another claimed I wrote the check but put the wrong amount on the legal line.
I will be paying off the loan in full tomorrow but I want my credit report corrected and acknowledgment of the image which exists at the bank so that I can deal with the outstanding check in my account.
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| 05/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Summary- Loan Officer appears trying to pocket {$1700.00} now unresponsive when asked to justify extra charges. On XX/XX/2021 I initiated a loan approval process through Citizens Bank, specifically XXXX XXXX, Loan Officer|NMLS # XXXX. He eventually transferred my case to XXXX XXXX Loan Officer| XXXX # XXXX who initiated my loan process.
XXXX XXXX XXXX XXXX XXXX XXXX Citizens XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX Office ( XXXX ) XXXX I spoke with XXXX regarding XXXX timing and he ensured me no rush was needed to process and cost would be under {$750.00} since they were working under a new system to get them done efficiently. On XX/XX/XXXX, XXXX confirmed the appraisal was ordered after taking my credit card information to pay for it that day. On XX/XX/XXXX, our Loan Estimate listed an appraisal fee of {$540.00}. On XX/XX/XXXX, the the appraisal was paid for at {$540.00} as posted to my credit card. On XX/XX/XXXX our Closing Documents correctly listed the Appraisal as prepaid and {$540.00} for a scheduled closing on XX/XX/XXXX. There was an unrelated delay in closing that required the closing paperwork redone. On XX/XX/XXXX I received the new Closing Documents from the lender who listed an additional charge for the appraisal of {$1700.00}. This would make the total appraisal cost {$2200.00} since the appraisal was already charged to my card previously. When I contacted XXXX XXXX to justify this change I was told he " did not need to justify anything to me ''. I asked him to send me the appraisal fee documentation and again said he did not need to do anything at this point. On the contrary, he proceeded to tell me that because he found me " difficult and unprofessional '' early on, that " he does not forget and can make people 's process difficult ''. He told me they would credit it and then recanted that statement as well later. He told me he didn't need me as a client and that I could take it or leave it at this point and it would be my loss. He " has other clients and doesn't matter to him if I close the loan through him or not ''. He went as far as to state that my closing costs turned out less than my cash back at closing so he " could make me lose these funds either way, so why does that matter ''. He claimed to be " acting in my interest to balance things out on the Closing Document so we could proceed with closing ''. XXXX was on speaker phone and the full exchange was witnessed by my wife. It is very evident to me what the lender is trying to do here and consider it fraudulent. He reiterated at the end that " he doesn't care if I close at this point and can take it or leave it ''. I have notified the closing attorney, realtor and other parties involved of this. We were scheduled to close XX/XX/XXXX and need assistance getting this resolved. Lender Loan Officer got caught in their activity, is using pressure to force closing and is not responsive at this time
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| 02/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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At all relevant times herein, I have been the joint owner of a real property at XXXX XXXX XXXX, XXXX XXXX, VA XXXX.
My current mortgage servicer is Citizens One Home Loans.
On XXXX XXXX, 2021, I saw that XXXX was reporting my Citizens One Home Loan account as discharged through bankruptcy.
-On XXXX XXXX, 2021, I submitted an online dispute to XXXX XXXX disputing that the Citizens One account as XXXX in bankruptcy and providing proof from the bankruptcy court that my Citizens One Home Loan account was not in fact discharged in bankruptcy.
On XXXX XXXX, 2021, XXXX responded to my dispute, verifying the inaccurate information as " accurate. '' Neither Citizens One nor XXXX performed a reasonable investigation of my dispute.
On XXXX XXXX, 2021, I attempted to correct the inaccurate reporting directly with the furnisher, Citizens One home Loans. I spoke with XXXX XXXX employee ID XXXX ) in the bankruptcy department who told me they could see my loan had been modified via the bankruptcy court, but that they, the bankruptcy department, had no control over the credit reporting of my account and if I wanted any changes to the reporting, that I would have to dispute it with their credit reporting department, which of course I already had by virtue of my XXXX XXXX, 2021 dispute to XXXX, who had forwarded my credit reporting dispute to Citizens One.
I am therefore attaching the following for the CFPB 's review the following documents to show my loan was exempt from the bankruptcy discharge and should not be reporting as discharged in bankruptcy : 1 ) XXXX Order Approving Loan Modification 2 ) XXXX Notice of Voluntary Conversion from XXXX. XXXX to XXXX. XXXX 3 ) XXXX Order Converting Case from XXXX. XXXX to XXXX. XXXX 4 ) XXXX Amended Schedules ( See Schedule C showing XXXX XXXX XXXX as secured, exempt property ) 5 ) XXXX Trustee 's Final Report and Account 6 ) XXXX Discharge of Debtor Also attached is XXXX 's XXXX XXXX, 2021 response to my dispute re Citizen 's One Home Loans account in which they " verified '' the reporting as " accurate. '' As you will see from the attached bankruptcy documents, the loan for XXXX XXXX XXXX was modified by the Court. I was then able to convert from a XXXX XXXXXXXX to a XXXX. XXXX and my property at XXXX XXXX XXXX was exempt from discharge. Therefore, when the Court entered an Order of Discharge, the mortgage loan with Citizens One Home Loans was NOT discharged.
Both XXXX and Citizens One Home Loans are in violation of the Fair Credit Reporting Act. I simply want my credit report to reflect that my Citizens One loan is current and in good standing and is NOT discharged in bankruptcy. It is causing me credit damage and no small amount of stress. The whole point of bankruptcy was to escape the overwhelming burden of medical bills and have a fresh start. Citizens One and XXXX are preventing me from having a fresh start.
Thank you for your assistance.
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| 04/26/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem with the payoff process at the end of the loan
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Web |
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In XXXX XXXX, I enrolled through XXXX in the newly launched " XXXX XXXX XXXX '' program. With this program, you would make monthly payments of roughly {$35.00} per month for 24 months, be sent an XXXX XXXX immediately, and after 12 months of payments, be allowed to upgrade to the new XXXX XXXX XXXX by trading in the first XXXX. This program was financed through Citizens Bank ( CB ).
Once eligible and after 12 payments, I pursued upgrading in XX/XX/XXXX. At this point, I learned that the program had been discontinued with XXXX and was spun off to XXXX. Unsure what this even meant and out of options, I followed the upgrade process through XXXX, not XXXX, and requested the " trade-in kit '' to send back the old XXXX. After a 3-4 months delay due to supply chain logistic " issues '', the trade-in kit finally arrived and I was able to trade it in. After ~16 payments and once the original XXXX finally made it back to XXXX XXXX my Citizens Bank balance account was zeroed out ( though, this was a clunky process too, which monthly statements can confirm ). See attached.
Months later, I started receiving collections notices for $ XXXX dollars. Confused, I called XXXX and discussed over the phone the balance, telling them I have a balance of XXXX dollars and that they are mistaken. They told me that the upgrade process had spun off another line of credit for 24 MORE MONTHS (!!! ), some of which was overlapping with the 3-4 month period in which I couldn't send back the old XXXX ( their fault, mind you ). It seemed completely ridiculous. 24 more? Did the first 12 I had paid just .... not count? What is the point of the trade-in then? How could I have paid 16 months of payments ( {$560.00} ), and then be required to pay them another {$900.00}? How much do they think an XXXX costs?? I promise you it's not {$1500.00}.
I never had visibility into this second line of credit. It was never in my Citizens Bank portal because it hadnt been activated and attached for me to see ( it is now, once I did all the work to figure out what was going on ). I only found out about any of this once I had people hounding me down for money that I still don't think I owe. This whole program is a ridiculous racket. The original program was absolutely not a 36 month XXXX deal, and we can't even corroborate that because the program was sold off by XXXX and doesn't exist in that instantiation any longer.
I have never in my life had credit issues. But I also won't bend the knee to shady junk banks like these guys. It's unreasonable. I've similarly told collectors as well, as Citizens Bank charged the account off and sold the debt around.
Then, my credit got smoked. I need help. My credit score got crushed, down ( XXXX points from to XXXX ) and I am furious. I'm being held hostage by these slimeballs and I feel abused by poor business practices and policy.
I want them to make it right. I'm hoping you can help!
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| 12/14/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
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- Fees or interest
- Problem with fees
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Web |
Older American |
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Earlier this fall I moved some debt into accounts offering a 0 % promo for a limited term. I noticed on my statements from 2 of the accounts in the same bank that I was being charged interest on the service fees of 19.99 % for one ( {$2.00} on {$150.00} ) and 16.99 % for the other ( {$3.00}. XXXX on {$230.00} ).
I've made these type of debt moves to lower rate offers a lot over the years, and how it's typically worked is that the transaction service fee is : 1 ) paid in full on the first payment along with the 1st minimum payment, or 2 ) it is held in a separate area and any payments you make that exceed the minimum payment are applied first to the service fee and once that is aid off applied to the principal debt, or 3 ) the service fee is rolled into the amount of principal debt owed.
I called the bank to find out how to pay off the transaction fee in order to avoid paying the interest on those. I was told, " You can't. '' It was explained to me that the service fee doesn't get paid off until the principal debt gets paid off. There is no viable option for the consumer to pay off the transaction fee prior to the debt being paid off.
So ... in other words, the bank is holding the transaction fee XXXX and collecting a high rate interest on it for at least the full term of the 0 % promo. This sounds wholly unethical to me and I suspect it might even be against US / XXXX finance law. I've tried to discern the legalese surrounding these transaction fees and whether or not they can be subject to interest charges in the paragraphs in 1026.4 ( c ) but it doesn't seem to specifically address this situation. ( Possible loophole? ) My issues are threefold : 1 ) Is a bank legally allowed to hold a transaction fee XXXX from having any options to be paid off during the term ( s ) of the 0 % promo and beyond?
2 ) There is so much missing information around this. There is no disclosure by the bank about this and my understanding is that anything involving interest rates being applied to funds owed must be disclosed. Plus, unlike other banks, on the statements they do not disclose the 0 % promo end dates, which is inconvenient and ushers in the likelihood that the consumer will lose track of that and end up making at least one payment under the expired promo with the higher interest rate.
3 ) Is it even allowable to charge interest on transaction fees and treat them the same as though they were a credit card purchase?
I contact the NYS Attorney Generals office by email, and was told to file a formal complaint with them. I did that, and got a response back saying they've sent the complaint to the bank, but advising me to also file a complaint at the federal level as the bank in question is a federally charted financial institution.
I called, and the representative could find no information about this particular situation and advised me I could file the complaint here on the website.
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| 06/26/2023 |
Yes |
- Vehicle loan or lease
- Loan
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- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
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Web |
Servicemember |
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Good Day I paid off my XXXX XXXX XXXX auto loan circa XX/XX/XXXX. Citizens One sent a " paid in full and canceled note '' title Release Letter in XX/XX/XXXX, with paperwork to apply for the title. I found that unusual, as the bank is responsible to provide the title after payment has been completed. I have had several auto loans over time, however, this is the first time that I have been tasked with chasing its title. Whatever institution I have completed payments with, always sent the title. This instance is my first ever experience with the institution tasking me with chasing my title.
While chasing the Title for this XXXX XXXX XXXX, I have been redirected back to Citizens One. I have even attempted to contact XXXX XXXX and they are no longer XXXX XXXX and under new management. The new management and staff are just as dismissive and rude as the previous owners and staff. In spite of that, they claim to have no knowledge, etc.
Unfortunately for me, I did not recognize the red flag when I struggled to get auto plates from them. It took forever to receive tags after legal threats and appearing before them in person, though I lived in Alabama at the time.
At some point during the struggle for the plates and proper registration, they offered for me to drop the car at some address they extended and they would pick the car up with no fault to me. However, they would not produce in writing that it wouldnt be treated as a repossession and not affect my credit while refusing to refund what was already paid towards the purchase.
It has been an unfortunate journey with XXXX XXXX. I later learned of the many complaints that went unaddressed by XXXXXXXX XXXX XXXX.
I have made several attempts to get a title because they did not send a title as normal, or followed up with any explanation. To my frustration, they have gone radio silent. I have applied for the title, but the title can not be found in Alabama where I resided during the purchase, or in New Jersey where the vehicle was purchased.
I have contacted Citizens One and have yet to receive a title though I have honored my end of the contract early. Because I am often out of the country on Government orders, I believe that Citizens One has taken advantage and has not honored their responsibility as promised. They asked me to give them a year in XXXX and they have yet to return a title.
I am frustrated at this juncture because I have been unable to trade the car, sell the car or reduce the insurance to liability because it still reflects having a lien active.
Citizens One has silenced their communication with me. I do not know how to proceed with this business. However, I need them to honor their end of our long-fulfilled contract or return all payments with interest.
Thank you for your attention to my struggle and formal complaint.
XXXX XXXX XXXX XXXX XXXX Account XXXX ends in XXXX Vin Ends XXXX Transaction code : XXXX
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| 12/04/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My wife and I got a new home with a local company in the fall of XXXX. We went with a local bank in XXXX XXXX, XXXX, and that mortgage got bought by XXXX XXXX. We were on the XXXX forebearance plan, which started in XXXX of XXXX, and it officially ended XX/XX/XXXX. We made the last XXXX payments, from XXXX through XXXX of XXXX. We are now in the process of refinancing, and am hoping to close on it soon. I have tried to start the whole refinance process with Citizens One since last XXXX, and have tried to get a hold of them a number of times to see what the progress was during that time. They told me each time that they have been busy, and would call me. They never did, so I would call them regularly, and got the same response. After finally talking to a person in the right department with XXXX XXXX, they agreed for us to extend our mortgage. I asked the particulars, as to if they would ad our missed payments, with no interest, to the end of our mortgage. It would be for approximately 17 months, added on. They said that would be fine, and we signed the paper work for that to go on. I asked them that to be clear, and thats what they told me. All of this should be recorded on their part.
We found out a few weeks ago, that HUD now has a XXXX on our house for the payments we didnt pay, of a total of {$39000.00}. Its a XXXX loan, that we need to pay, on top of our loan balance with Citizens One, which is {$270000.00}. We are confused as to why we need to pay this additional money. The original loan is an FHA mortgage, so hence why HUD has the lien, from what was told to us recently. Citizens One didnt even say anything about that. They told me what I stated above, about the balance would be added on the end of the loan. They didnt do that. We were hoping to get some additional money for some home updates, and other personal things caught up as well. We cant do that now, due to XXXX XXXX inability to tell us what was actually going to happen. Also, HUD takes forever for them to answer a phone call. I was on hold for about 2 hours to talk to someone. The lady we are working with, XXXX XXXX, with XXXX XXXX Bank, was on hold twice this week with them for a total of almost 5 hours. We would like to what the deal is with this circus, and am confused as to why this HUD deal is even factored in, when it shouldnt be, from what Citizens One told me.
We have hoping to get this resolved soon, so we can get our refinance done within the next week. XXXX, XXXX, and myself are perplexed and disappointed with what has happened with this for the past few weeks. We would like to have a very simple explanation as to whats happening with this supposed extra XXXX on our house, with a reasonable solution to it as well. Again, please do this as soon as possible, so we can wrap up the refinance soon.
XXXX and XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX, XXXX XXXX Citizens One account number XXXX XXXX XXXX
|
| 06/24/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
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This dispute involves a {$350.00} refund that I never received from XXXX XXXX XXXX ( XXXX ) as the cruise was canceled on XX/XX/XXXX due to Covid-19. Originally I had paid a total of {$1400.00} before the cruise was canceled. The first payment of {$50.00} started on XX/XX/XXXX under a previous Citizens Bank issued debit card ending in # XXXX. A total of {$350.00} was paid between XX/XX/XXXX through XX/XX/XXXX. A new Citizens bank debit card was issued ending # XXXX and payments continued from XX/XX/XXXX through XX/XX/XXXX for a total of {$1000.00}. {$1000.00} was refunded by XXXX to my Citizens Bank checking account on XX/XX/XXXX, however I am still owed {$350.00} from the old debit card # XXXX.
I was advised by XXXX that I had to contact Citizens to resolve the {$350.00} credit because XXXX attempted to credit it back to # XXXX but was prevented from doing so, therefore it was Citizens Bank 's responsibility to credit back the {$350.00}. Citizens Bank refuted their claims as the refund should have gone through because # XXXX is under the same checking account I have been using all along.
I was given the runaround so many times with Citizens Bank over this. They gave me temporary credit of {$350.00} on 3 separate occasions then reversed the credit each time which ultimately messed up my checking account. I tried to call the XXXX XXXX XXXX XXXX, XXXX several times to no avail. No one answered that number at all, only received a recording that no one was unavailable to assist customers due to to Covid-19. I then called Customers Services several times and was informed that Claims Department will followup which has not happened. I left specific instructions to leave a message on my Sign mail with a number to call back if I did not answer at that moment ( Keep in mind I am XXXX and use XXXX XXXX XXXX XXXX XXXX ). To this date, I have not received a call back and this is infatuating!
As you will see letter dated XX/XX/XXXX, Citizens Bank claims that the merchant ( XXXX ) has issued a credit in the amount of {$350.00} which is totally false. First of all, I was never issued that credit by XXXX and where is the evidence that XXXX has credited {$350.00} Second of all, there is no mention of when it was issued.
I've made several calls to XXXX XXXX at XXXX between XXXX XX/XX/XXXX regarding this claim # XXXX and yet it is not resolved.
Please help! {$350.00} may mean nothing to Citizens Bank but it is a lot for a consumer like me who has been a loyal customer of Citizens Bank for many years. I certainly do not deserve this treatment by Citizens and I have the right to claim the {$350.00} plus interest if applicable.
Thank you for your attention to this matter. Best way to communicate with me is to call me at XXXX with any questions or email XXXX. If I do not answer the call, please leave message with a call back number as the interpreter will sign your message XXXX XXXX XXXX
|
| 07/05/2018 |
Yes |
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Web |
Servicemember |
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XX/XX/XXXXNew Hampshire Revised Statutes Title XLVIII - CONVEYANCES AND MORTGAGES OF REALTY Chapter 478 - REGISTERS OF DEEDS Section 478:42 - Fraudulent Filings.
Universal Citation : NH Rev Stat 478:42 ( XX/XX/XXXX) 478:42 Fraudulent Filings.
I. A person may not knowingly present for filing or cause to be presented for filing in a registry or other public office, any type of document that fraudulently purports to be a judgment or other document to memorialize or evidence an act, order, directive, or process of creating a lien without having been authorized under state law, the Constitution, or the laws of the United States.
II. For purposes of this section, a document or instrument that purports to create a lien on, assert a claim against, or assert an interest in, real or personal property, is presumed to be fraudulent if it : ( a ) Is not certified or ordered by a court or a judicial entity expressly created or established under the Constitution or the laws of this state or of the United States ; or ( b ) Is not a document or instrument provided for by the Constitution or the laws of this state or the United States.
III. Nothing contained herein shall affect the validity of a mechanic 's or statutory lien created pursuant to state or federal law.
IV. If a register of deeds or other public official believes in good faith that a document filed with the registry of deeds or other public office purports to create a lien that is fraudulent, the register or other public official shall index the document only under the signer of the document in the grantor index and shall identify the document as a notice in the document type. No other names appearing on the document shall be indexed.
( a ) The register or other public official shall send a copy of such document to the county attorney for the county where the document was filed or to the New Hampshire attorney general 's office for review and possible prosecution.
( b ) The county attorney or attorney general receiving a copy of a document under subparagraph ( a ) shall send a notice of the action taken under this paragraph to the person presenting or causing such filing by regular mail at his or her last known address no later than the next business day after such action.
( c ) Any such document or instrument on file with the registry of deeds or other public office presumed to be fraudulent or deemed fraudulent as described in this section shall be considered invalid, void, and having no force or effect on any named person or persons named within the document or instrument.
( d ) Any register of deeds or other public official acting in good faith pursuant to this chapter shall be immune from civil and criminal liability.
V. Any person who knowingly files a document or instrument to fraudulently create a lien on real or personal property shall be guilty of a class B felony.
Source. XX/XX/XXXX, 86:1, eff. XX/XX/XXXX.
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| 04/17/2023 |
Yes |
|
- Trouble during payment process
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Web |
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Late last year finances were getting tight. By XXXX we were 2 payments behind ( with the third due ) but I called in XXXX to make a payment. I was told that they would not accept XXXX payment but that I needed to make 2 payments in order for them to accept it.We were waiting on some funds so I could not make the two payments. They told me that it would be ok and to just wait until the funds came in and pay it as the two payments. I expressed concern about the house starting foreclosure. I was assured it wouldnt.
Two weeks later I had the two payments. I called and was once again denied now being told that I needed 3 payments in order for them to accept. I suspended all of my bills to get the three payments ready. This took me 2 more weeks.
I call to make the payments I am then told that they can not accept ANY payments unless I can pay all XXXX because the house is now in foreclosure. I didnt receive any written notice about it going into the foreclosure process, nor was I told when I was on the phone. I was told to submit documents for their loss mitigation program in order to save the house. I do so.
The required documents kept changing of what was required. I submitted everything that was requested. After about 2 - 3 weeks, they finally had everything. By XXXX of this year my husband received his XXXX and was granted retro pay. We had enough to make all of the payments in one lump sum. So We called and after being given the run around of why they couldnt accept the payments, we finally were able to speak to a representative and make the required payments. We paid the full amount of what was due. We were told that it was pulled out of the loss mitigation program and going forward we would be able to resume normal payments.
XXXX comes and Im not able to pay my bill through their website, app, or automated phone, and extremely high wait times. Because of this great inconvenience, my payment was late. After a few days I am finally able to reach a representative. The payment is made, including late fees. I am told that everything is now up to date and I can resume normal payments again.
Come this month, XXXX, I am met with the same issues as last month. I am now told that I have additional fees of {$2000.00} that also need to be made on top of my normal mortgage amount. The fees can not be detailed. The representatives are being uncooperative and saying that they can not accept payment for the mortgage until I speak with 'customer service ' that is opened XXXXsometime ' tomorrow. I asked to speak to someone else, a manager.. I am being denied. I asked to file a complaint. Im not allowed to do so ....
We did not pick this mortgage company. Our mortgage was sold to them.
This treatment, this practice is unfair and should be criminal. It seems they are doing everything to force people out of their homes by denying payments.
The mortgage company is CitizensOne.
|
| 02/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
RE : Taxes Paid from Escrow Account Late - Town has not received the payment - My escrow account has not been credit back for the incorrect payment to the wrong property Hello, I contacted Citizen 's Bank mortgage customer service on XXXX, XXXX, and XXXX because my property taxes are not paid. Citizens Bank escrows for my property taxes. On XXXX I provided a copy of my tax bill to Citizen 's online portal. Citizens provided me with a PIN for the upload. On XXXX Citizens disbursed {$6200.00} from my escrow account. This amount was incorrect, the actual amount due, the amount listed on the tax bill that I provided was {$7100.00}. The Town of XXXX 's website has public access, a password is not required. It is my understanding that lenders use a third party vendor when making payments and the vendor should have also provided the correct amount of {$7100.00}.
When I noticed that the incorrect amount was paid I called Citizens mortgage customer service on XXXX to let them know of the error, while I was on the hold the Citizens representative verified that {$7100.00} should have been disbursed.
On XXXX I checked my Citizen 's online mortgage account and the only disbursement that was showing was the {$6200.00} made on XXXX. I called Citizens mortgage customer service and I spoke with a representative and the representative stated that the correct disbursement has been made but could not explain why the disbursement was not showing on my online account. It turns out it had not been disbursed as the Town of XXXX has no record of a payment from Citizens to my property. I advised the Citizens representative that I had received a late tax payment notice from the Town of XXXX and that a 2 % late charge was now due. Inexplicably the representative assigned to work with customers regarding escrow payments could not understand why a late charge would be assessed on a tax payment now 2 months over-due. I uploaded the late notice to Citizen 's online portal using the new PIN that they provided me with.
I just called the Town of XXXX, today XXXX, and the receiver of taxes stated that they have not received a tax payment. I do see that {$7100.00} was disbursed from my account however I do not see a credit for the {$6200.00} that was disbursed on XXXX. The Town did not receive a payment for my property so it appears as though the {$6200.00} was disbursed to an incorrect address. I have no confidence that Citizens has made the payment to the correct address even though I have verified the Section Lot and Block/Tax Map # with Citizens 3 times and I have no confidence that the late fee was paid by Citizens. I have no confidence that Citizens will credit my escrow account back the {$6200.00} that was disbursed incorrectly to the Town of XXXX on XXXX. After my escrow account is reconciled I would like a new correct escrow analysis, the 2 escrow analysis that I received are incorrect.
|
| 11/04/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Refund anticipation check
|
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Web |
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On XX/XX/2020 I received copies of my completed tax returns in the mail that were prepared by XXXX XXXX XXXX XXXX. I immediately noticed that my refund of {$12000.00} was set to be deposited on XX/XX/XXXX into a bank account that was not mine. I called the IRS and Mr. XXXX to inform them of this error. I was told by the IRS that they need 10 days to stop an electronic deposit from hitting an account. The rep provided with the name of the bank and advised me to call the back and notify them of the error so that they could return the funds to the IRS. I called Citizens Bank and visited the branch at XXXX XXXX XXXX XXXX, XXXX, OH. While in the branch I spoke with the Branch Manager and an Associate who took down all my information including the account number ( XXXX ). They assured me they were notating the account and escalating the matter through the proper channels. I also continued to call the bank for the next week and was told that the notes were there and that the funds would be returned in a few days or so. The Rep at Citizens confirmed like the IRS rep that the names did not match the account and since it was coming from the IRS they would definitely return the funds.
To no avail, I contacted Citizens Bank at least a dozen times and was told different stories by different reps. In early XXXX, one Supervisor told me that I needed a letter from the IRS stating that indeed it was an error. I contacted the IRS and they told me that they do not send letters but that they would put a trace on the funds and that would result in the bank returning the funds. I continued following up with the bank and being told it was being investigated. I called again 3 weeks ago and spoke to another Supervisor who reached out to the ACH department while I was on the line. She told me a man by the name of XXXX was handling the case and he could give us an update. She was unsuccessful in reaching XXXX so took my information and said that XXXX would follow-up with me in XXXX hours. I did not hear from XXXX. I called again today XXXX XX/XX/XXXX ) and spoke to another Supervisor by the name of XXXX. XXXX reached to the ACH department and came back to the line about 15 minutes later. She told that she had an update but it wasnt good news. She professed that the bank did not immediately put a hold on the funds and the account holder had withdrawn most of the funds and the account was overdrawn and that there was nothing the bank could do.
I am beyond devastated and angry. Citizens Bank took me on an emotional roller coaster for over 4 months only to tell me they gave my money away and that basically its too bad because they dont feel they are responsible. How could they not be responsible after I informed them before the funds were even deposited that there was fraudulent activity? I will ultimately pursue legal action if I need to. This is a large sum of money and they are responsible.
|
| 08/27/2020 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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From the beginning of my car loan, citizen one bank made it difficult to do autopay. I had difficulty applying it and spoke to multiple representatives on the phone in regards to this issue. I have all my bills on auto and I consider myself a very responsible adult when it comes to finance. However in late last Late XXXX when I lived at my old address, I was told by a representative over the phone in XXXX I can do autopay on their site. Before this, Citizen one 's bank mobile app did not work to setup autopay nor did their actual website allow for this option and it was always an issue. I had no other way but to pay when I was called by an automated phone call by citizen saying I have to pay my bill. This frustrated me because this is the only bill I had like this and I wanted autopay. I was told in XXXX I will be setup on autopay and I was walked through how to do this by a representative and confirmed it was applied correctly. I paid my bill and setup the autopay on their old www.citizenone.com URL. I did this and set my bank account up this and let it go as of all my other bills and I make sure I have more than enough money in my accounts each month. I moved in XXXX to my new house so I did not receive mail for a couple of months but I made sure I had money in my account and everything was fine. I sound got letters at my new address saying that I was late for a couple of months. I immediately called and tried to figure out what happened and explained to them I had this setup from one of your reps what happened. They told me they have had an issue with their old autopay and website and switched it to https : //www3.citizensbankonline.com/ With no warning to me. So apparently it wasn't applied. I was extremely upset. However I paid everything and made sure my account was current. And ask to have it corrected. I was told that I can only have it corrected by sending letters to their credit department. This was back in XXXX. It has now XXXX. I have sent letters myself. I have hired a credit repair company, XXXX XXXX in XXXX only to be ignored and to pay over 600 dollars at this point to correct their misapplied autopay function. I have paid on time for 6 months after the fact with autopay and they still will not work with me. It has ruined my ability for financing for my business, refinancing for my car, new credit and I have lost my entire business because I could not receive financing due to this sole issue. When you look on the credit report the late payments are even inaccurately applied on my credit report. The days late to not match. Please help me correct this. I foolishly did not write down the names of the people I spoke with but I put screen shots showing how the mobile bill pay does not work still to this day and how consumers are told to register at that old www.citizenone.com URL when it is now the https : //www3.citizensbankonline.com/ URL I sent you.
|
| 01/24/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
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Web |
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2nd Mortgage Payoff I am very disappointed with Citizens One Bank and their payoff of practices with regards to my 2nd Mortgage. It is my educated opinion that Citizens One practices are unethical and not in the consumers interest. I have also filed a complaint, XXXX, related to their practices of mortgage loan payoffs with regards to my 1st mortgage.
XX/XX/XXXX Payoff letter requested. Interest cost {$2.00} per day, starting on XX/XX/XXXX, until paid in full, please see calculations on supporting documentation. Disclaimer on Citizens One payoff letter states " any outstanding checks or charges that are not included in the above payoff amount are the responsibility of the customer. '' XX/XX/XXXX Closing documents signed.
XX/XX/XXXX Funds received by customer and Citizens One Bank. Citizens One did not dispute this assumption on my part when I complained about my 1st mortgage payoff. Interest due {$27.00} plus payoff XXXX = {$13000.00}, less that original check amount of {$13000.00}.??, see below.
XX/XX/XXXX Citizens One generated letter stating my loan was paid in full.
XX/XX/XXXX Collection letter generated by Citizens One.
XX/XX/XXXX Called customer service. In speaking with customer service I was told that a check was received for {$13000.00}.??, that it was posted to my account, reversed and returned to the closing agent on XX/XX/XXXX. I was also told that on XX/XX/XXXX a second check was posted, {$13000.00}, which paid the loan in full. At no time was I ever informed that my payoff was short as implied in the payoff letter quote above. Citizens went back to the title company and charge me interest on the loan balance while they waited for resolution. I was also made aware at the time of my call that since my loan was paid in full that Citizens only maintains the loan on their online banking system for two days after pay off so I, as the customer, ca n't see how the final payoff was completed, no transparency. In addition when I asked to confirm the date the original check was received I was told that the only department that could confirm the date was the payoff department but they do not take phone calls and customer service does not have access to that information.
This entire experience has left me to wonder how much of Citizens One 's interest income is made up of income derived by not applying payoff funds when received, not backdating funds to the date received or by not following through by contacting their customer when funds are short, if it is stated as my responsibility they have a duty to inform me of the shortage. Citizens One practices are one sided, their side to increase income, and are seriously in need of a review of internal controls ( collection letter generated after paid in full letter ). I firmly believe that the CFPB should look into the payoff processes at Citizens One for both their mortgage and consumer loans divisions.
|
| 06/22/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt is not yours
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Web |
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This is an ongoing issue with Citizen bank. I was added as a signer to my mother 's checking account ( my mother was a long standing customer with Citizens bank and she knew all the bank tellers ), because I was coming to citizens bank to take care of my mother 's monthly bills.
The bank teller said it would be best for the bank manager to add me to my mother 's checking account, because I was visiting monthly without being a signer on her account.
12 months after I was added to my mother 's account, my mother passed away. She was receiving a monthly pension and social security checks, however, after my mom passed away her money was taken out by the treasury dept., this caused an issue because money had already been taken out to pay my mother 's monthly obligations.
I had no idea this issue had arise. Once my mother became deceased, my family and I were trying to deal with the sudden loss of our mom. Her insurance wasn't yet finalized and I was in a long drawn out battle to become the executor of my mom 's estate, then Covid hit and the courts were shut down, as well as most of the economy.
Two collection companies are sending my deceased mother collection letters, which they said Citizens bank authorized them to do so. The issue is Citizens bank already knew my mother was deceased.
Also, Citizens bank has added my name to XXXX 's, which is another reason I want to resolve this ongoing issue.
I called XXXX collection dept. and explained the situation and I was instructed to go to a XXXX branch and show my mother 's death certificate, I went to the actual location where my mom opened her account.
I was greeted by XXXX XXXX XXXX, the branch manager, although she couldn't assist me because she didn't have access to any information, to know where to start.
She was a loyal customer and the situation was not intentional by any means. Mom had a great relationship with Citizens bank. Also, there's many discrepancies of what was actually owed, there're four different amounts that's stated in the documents ( see exhibits ).
Exhibit 1 states amount owned {$1000.00} ; exhibit 2a states {$1100.00} ; exhibit 3 states {$1000.00} ; exhibit 8a thru 8e states the principle balance is {$890.00} So, XXXX 's is not reporting correctly anyway, because there are too many discrepancies, such as the charge off amount, there four different amounts listed in the exhibits. In addition, the XXXX 's report states I conducted account abuse, how could it have been account abuse, if I wasn't aware of the situation.
After my mother became deceased I no longer had access to her apartment or to retrieve her mail in a timely manner. I requested the post office to change her address to my current address, however by the time I receive my mother 's mail, Citizens bank had already charged off her account. I had no idea about the treasury taking money out until months later.
|
| 11/17/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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Web |
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First of all, I went through this process THREE times with Citizen 's Bank HELOC which I received a letter entitled, " Your Investigation Results '' which states that Citizens One Loans is " deleted '' from credit report I thought they understood that meant it was not me who spent the {$9000.00} line of credit and beyond a preponderance of the evidence, it was their senior representative - XXXX.
In the previous Complaints to the CFPB, there Office of the Chair was just answering my complaints as if tea ever read them!? In the complaint, I wrote that I was told, years ago, by XXXX that it was costly to transfer money to pay my HELOC and at the time, I trusted banks! XX/XX/2016, I entered the bank seeing XXXX, the teller closest to the entrance. I saw on his computer screen my account opened and a larger amount deposited into an account I thought XXXX closed and money buy the hundreds was being transferred into my checking account # XXXX!!! I did not know at the time to take a picture and where is their fraud department as I had an account there for over 25 years and if I wanted the money ( check from XXXX XXXX ), I would have deposited it into said account!!!
The Office of the chair in my last complaint told me it does not cost anything to make transfers ( I KNOW ) and Informed me that I should go to XXXX XXXX ( which I DID & sat in that office ( prior to the chair 's office recommendation! ) as I have my XXXX! Although it would be illegal to take advantage of a mentally challenged individual. I never made a claim for water and sewage back up which is what the heck is written on the check I never deposited into closed, I thought, account!!!!!
I just got a bill AGAIN saying I owe {$100.00} by their Equity Department manager in the XXXX XXXXXXXX?!?! By the way, the branch at the location I banked CLOSED!!! I wonder why ...!?!?!
I never took any money from that account but was paying it!
Once, I went to the bank because I never in entire time banking at Citizen 's received any statements for that account not knowing that there are billion dollar lawsuits for a bank to have an account open in their name and that person, in this case ME, not knowing about it! or never receiving statements!!!! in my last complaint, Citizens hello department I infer thought it funny to send me all the paper work at once so the pile was 3 inches high or more!!!!! Little too late I think!!!!! I was unaware of activity as I never made activity!!! I asked for XXXX and he 'actiing ' like he was having serious conversation with the HELOC department ( way before this incident in 2016 ) but when I asked what was said he told me that he could not discuss it and being naive, I accepted that as an answer ( don't ask me why?! ).
I do not owe any money to Citizen 's and why did I get a removed from credit report and still get a bill?????
I DO NOT OWE IT WAS A RESULT OF IDENTITY THEFT!
|
| 11/17/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Credit monitoring or identity theft protection services
- Billing dispute for services
|
|
Web |
|
|
First of all, I went through this process THREE times with Citizen 's Bank HELOC which I received a letter entitled, " Your Investigation Results '' which states that Citizens One Loans is " deleted '' from credit report I thought they understood that meant it was not me who spent the {$9000.00} line of credit and beyond a preponderance of the evidence, it was their senior representative - XXXX.
In the previous Complaints to the CFPB, there Office of the Chair was just answering my complaints as if tea ever read them!? In the complaint, I wrote that I was told, years ago, by XXXX that it was costly to transfer money to pay my HELOC and at the time, I trusted banks! XXXX of 2016, I entered the bank seeing XXXX, the teller closest to the entrance. I saw on his computer screen my account opened and a larger amount deposited into an account I thought XXXX closed and money buy the hundreds was being transferred into my checking account # XXXX!!! I did not know at the time to take a picture and where is their fraud department as I had an account there for over 25 years and if I wanted the money ( check from XXXX XXXX ), I would have deposited it into said account!!!
The Office of the chair in my last complaint told me it does not cost anything to make transfers ( I KNOW ) and Informed me that I should go to XXXX XXXX ( which I DID & sat in that office ( prior to the chair 's office recommendation! ) as I have my XXXX! Although it would be illegal to take advantage of a XXXX XXXX individual. I never made a claim for water and sewage back up which is what the heck is written on the check I never deposited into closed, I thought, account!!!!!
I just got a bill AGAIN saying I owe {$100.00} by their Equity Department manager in the Collections Equity3?!?! By the way, the branch at the location I banked CLOSED!!! I wonder why ...!?!?!
I never took any money from that account but was paying it!
Once, I went to the bank because I never in entire time banking at Citizen 's received any statements for that account not knowing that there are billion dollar lawsuits for a bank to have an account open in their name and that person, in this case ME, not knowing about it! or never receiving statements!!!! in my last complaint, Citizens hello department I infer thought it funny to send me all the paper work at once so the pile was 3 inches high or more!!!!! Little too late I think!!!!! I was unaware of activity as I never made activity!!! I asked for XXXX and he 'actiing ' like he was having serious conversation with the HELOC department ( way before this incident in 2016 ) but when I asked what was said he told me that he could not discuss it and being naive, I accepted that as an answer ( don't ask me why?! ).
I do not owe any money to Citizen 's and why did I get a removed from credit report and still get a bill?????
I DO NOT OWE IT WAS A RESULT OF IDENTITY THEFT!
|
| 08/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XXXX Citizen 's drafted my XXXX XXXX checking account not only for my mortgage but for a second loan, with a different loan number and different name on the account. So they drafted my account for my correct loan amount of {$3100.00} AND they drafted my account for an additional {$290.00} for a loan belonging to Mr. & Mrs. XXXXXXXX ( not me ).
On XX/XX/21 Citizens did the same thing, with the exception of this time Mr. & Mrs. XXXX XXXX loan was drafted for {$230.00}.
On XX/XX/21 I contacted Citizens XXXX to explain to them what they were doing and to the get it corrected. After explaining the situation to 4 different customer services representatives, telling the last one who seemed to understand the problem, the name and account number of the incorrect loan draft, which got her to take me seriously. Prior to that everyone thought I misunderstood what was happening or that XXXX XXXX made the mistake. I was told a " Supervisor would investigate and call me back with in 24 hours ''.
72 hours later I had not heard anything from the mystery supervisor, so I called back, explained the story yet again. Gave the account number, account name dates an amount of the drafts of the incorrect loan draft yet again, and the customer service rep said I needed to provide a XXXX XXXX statement showing proof of the drafts coming out of my XXXX XXXX account. Despite questioning why Citizens could not look at the drafts in question and see where they were coming from, I obliged and send in my XXXX statement showing the requested information. Later that day XXXX received a call back from Citizen Customer Service thanking me for sending my statement over and then asking me for my XXXX account number and the XXXX ABA number. Again, Citizens already has this information as I provided them with a voided check originally to set up the auto draft payment for my mortgage. I was driving in the car when I received this call and told the CS Rep that didn't not know the XXXX XXXX ABA number off top of my head. This seemed to fluster her. I asked when I could expect a refund of the {$520.00} that Citizens has mistakenly taken from my XXXX XXXX account that was used to pay someone else 's loan. I was told they would be back in touch with me.
XX/XX/21 Still no resolution on this problem. So I emailed Citizens XXXX XXXX Customer Service where I had sent my account statement to previously and I got a response that I should call customer service. I don't have the patience to speak to another Citizens customer service representative. I have spent over 1 hour on the phone with there Customer Service department and given my Name, address and SS # at least a dozen times, yet not once has Citizens acknowledge, forget apologized, for their mistake, for my hassle and aggravation to fixed a problem that their internal controls/audits show have never allowed to happen in the first place.
|
| 05/09/2020 |
Yes |
- Debt collection
- Auto debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
|
|
I XXXX XXXX have no other recourse but to file a complaint against a national bank for a complete fabrication against my excellent credit history. The copy of the returned overpayment check is complete vindication of my position. However, after several verbal complaints with Citizens Auto Finance, and a hard copy complaint with each respective credit reporting agency, Citizens Auto Finance still has refused to remove the {$360.00} default postings. I will submit my complaint in chronological order as follows : 1 ) Vehicle loan co-signed for my son XX/XX/XXXX with original balance of {$36000.00}.
2 ) Payments began XX/XX/XXXX.
3 ) Vehicle totaled in accident XX/XX/XXXX.
4 ) Payments up to date for XX/XX/XXXX only.
5 ) I had major comprehensive insurance plus gap insurance to cover all vehicle loss if necessary.
6 ) Insurance claim posted immediately.
7 ) Major insurance paid out almost 100 % of balance, except for gap portion of insurance.
8 ) As of XX/XX/XXXX, all balances should have been posted as complete XXXX
9 ) Citizens One received all payments from XXXX XXXX and XXXX XXXX XXXX.
10 ) Last gap insurance payment posted was in XX/XX/XXXX for {$3800.00}.
In XX/XX/XXXX Citizens Auto Finance posted a {$360.00} deficiency, that had nothing to do with a monthly payment schedule. After constructive receipt of any insurance claim, the governing body of legislation is no longer under the Fair Credit Reporting Act, with oversight from the Consumer Financial Protection Bureau. The governing legislation is the Fair Debt Collection Practices Act, https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text.
11 ) Citizens Auto Finance was actually overpaid from the gap insurance {$270.00}. A copy of the overpayment is attached dated XX/XX/XXXX.
12 ) Citizens Auto Finance has tarnished my credit without sufficient cause, and the federal mandated legislation protecting my credit status had been fulfilled once the payment history went from monthly payments into a debt collection status related to insurance coverage.
13 ) Accordingly, I file a complaint against Citizens Auto Finance directly along with XXXX, XXXX and XXXX XXXX respectively. It is a necessity of all credit subscribers with credit reporting agencies to protect the rights of consumers under FCRA, FACTA and FDCPA within legislative mandated guidelines.
14 ) My rights have been overlooked by Citizens Auto Finance on this occasion. However, I realize that mistakes happen and this could all be looked at as a clerical problem, and if Citizens Auto Finance erases my negative credit history with each credit bureau quickly, I will consider the situation resolved without any further actions that could include legal measures.
15 ) I XXXX XXXX request an immediate remedy from Citizens Auto Finance as quickly as possible.
XXXX XXXX
|
| 09/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have a mortgage with citizens bank, back in XXXX of 2020 had a call from citizens saying that COVID is affecting many businesses if there is anything they could do to help. I said if they could do anything let me know. Nothing happened, no calls, until a couple months later. I have 1 mortgage # XXXX it's a rental property and I have an account just for the purpose of I collect the rent and it's on auto withdrawal for the last 12 years. I don't check it often and after 2 months I realized they stopped taking the money out so I assumed I was given a forebearance. Next thing I know my credit score dropped, I received a letter from citizens saying I can't use my lines of credit for my business because of my credit rating. So I made an appointment with my bank XXXX at XXXX XXXX XXXX XXXX Pa XXXX. She contacted citizens mortgage and he said he would straighten it out. And he would set me up with a loan modification. I waited for paperwork after 2 months went to bank and XXXX recommended I make payments so I call in every month since and make a payment ( I have documents to prove this. So I get a call from citizens notary they have paperwork for me to sign about loan modification, it has my father 's name on it and he's been dead for several years, they have gotten several death certificates and they made me payoff a XXXX line of credit he had. So paperwork couldn't be signed. Months went called about signing paperwork brought it to me with my father on it. So it couldn't be signed again. Then I get a letter from a lawyer saying they are going to foreclosure the property. I called in frantic and they said it was because I didn't sign the paperwork in a 12 month period. But it was because the paperwork was wrong. So they said they would send me a new application I never received it. So I continued to make payments now they stopped accepting my payment. Which means they're going to try to take this property. They stopped taking the payment, they also never got the paperwork correct, they killed my credit, they did give me a forebearance for 18 months so I don't know why any of this is happening Doesn't a forebearance mean the payment gets put on the end of the mortgage, citizens says when is over you all payments immediately. I never received paperwork for forebearance or was ever told how it works The loan modification they are offering me is at a slightly lower interest rate, but makes it a 30 year mortgage when I've already payed 12 years. I've tried to contact them and get nowhere. I tried to get another mortgage and pay them off but I can't because they are sending to the credit agency that I haven't made a payment in over a year which isn't true I have my bank statements to prove it. Please help me if you can, I have called many people looking for help. And I was referred to you. My email is XXXX or business # XXXX XXXX XXXX or cell XXXX XXXX XXXX
|
| 02/26/2022 |
Yes |
- Debt collection
- Auto debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
|
|
CITIZENS BANK BROKE THE LAW AND COMMITTED IDENTITY THEFT!!!!! PLEASE READ!
Citizens bank has broke the law and continues to violate my federally protected consumer rights under the FCRA AND FDCPA. On XX/XX/2022 XXXX XXXX stole my vehicle through an illegal repossession by XXXX XXXX XXXX XXXX XXXX XXXX on behalf of Citizens Bank. I never signed any contract with XXXX XXXX XXXX or XXXX XXXX. I never gave consent for Citizens Bank to share my personal information with either of these companies. No consent is IDENTITY THEFT! Not only did I not give consent to share my information but upon doing research into XXXX XXXX XXXX I found that this company runs skip traces on consumers. I have provided a copy of the " alleged contract '' and no where in it does it mention XXXX XXXX XXXX XXXX XXXX or being subject to a skip trace. After this direct violation Citizens bank failed to send proper notification of repossession, notice of sale and the deficiency notice to me which they admit to in a letter I attached. In a letter I have a attached from XXXX XXXX she states that the vehicle was repossessed on XX/XX/2022 but I have provided proof from XXXX XXXX that the vehicle was in fact repossessed on the XXXX. In a letter I have attached XXXX XXXX shows a call on XX/XX/XXXX in which I spoke with a representative. That was the day after repossession and I gave the agent my updated address which was XXXX XXXX XXXX XXXX, XXXX XXXX. I have provided proof that citizens bank did in fact have my updated address from a letter sent pertaining to a copy of the " alleged contract '' I requested. I have become aware that Citizens Bank was involved in a class action lawsuit for failing to send proper documents to consumers. After filing a complaint on citizens bank they responded with a letter I have attached and demanded payment. In this letter they state that they are attempting to collect a debt but do not give notice that I have the right to dispute the alleged debt. In this letter they mention XXXX XXXX XXXX. Again Citizen 's Bank has committed identity theft by sharing my personal information without my consent. In the " alleged contract '' provided I never signed anything with XXXX nor are they mentioned. In this letter Citizens bank tries to collect two different amounts {$9500.00} and {$7400.00} but neither of these numbers reflect what's being reported on my credit report. Citizens Bank is in direct violation of my consumer rights and should be held accountable. XXXX XXXX states that Citizens bank must adhere to the fair credit reporting act but they are directly in violation of the law. I never gave written consent for this trade line to report in the first place nor was I given notice that I had the right to keep my information private. I believe that Citizens Bank committed conspiracy to keep required documents from me as well as produce fraudulent documents.
|
| 06/14/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
On XXXX XXXX , 2017, I went to the XXXX XXXX XXXX , XXXX , PA XXXX branch of Citizens Bank of Pennsylvania ( hereafter, Citizens Bank ) and opened a Clearly Better Business checking account. I worked with a bank representative to open this account. During this process, I explained to the representative that I did not want overdraft protection. I understood that Citizens Bank could charge fees for paying my overdraft charges, and I did not want to pay these fees. I was told by the representative that my account would be configured such that overdraft charges were not paid, and therefore no fees would accrue.
On XXXX / XXXX /2017, Citizens Bank paid a charge to my account that resulted in an overdraft fee of {$39.00}. Subsequently, on XXXX / XXXX /2017, XXXX / XXXX /2017 and XXXX / XXXX /2017, Citizens Bank charged Sustained Overdraft Fees of {$30.00} each, for a total of {$120.00} in fees following a single overdraft event. I can provide screenshots of my Citizens Bank online account homepage to substantiate this.
My complaints are as follows : 1 ) Citizens Bank intentionally misled me during the opening of this account. I was told no overdraft service would be provided, and no corresponding fees would be charged. This was false.
2 ) Regardless of whether Citizens Bank agrees with # 1, above, Citizens Bank violated its own terms when charging Sustained Overdraft Fees. On page 9 of the Business Deposit Accounts Fees and Features document provided to me when I opened my account, under the Sustained Overdraft Fee heading, the document states, If your account remains overdrawn for 3 or more consecutive business days, on day 4 we will start to charge a Sustained Overdraft Fee of {$6.00} per day for each day it remains overdrawn up to a total of {$69.00}. The Sustained Overdraft Fees that Citizens Bank actually charged are not calculated in this way ( the {$6.00} fees that Citizens Bank claimed it would charge can never multiply evenly into the {$30.00} fees that Citizens Bank actually charged ). Further, Citizens Bank has thus far charged a total of {$90.00} in Sustained Overdraft Fees for a single overdraft event, far exceeding the stated cap of {$69.00}. Citizens Bank has therefore violated the terms governing my account, as stated in the document that Citizens Bank itself provided to me at the time I agreed to open the account, in an intentional effort to defraud me out of additional monies.
3 ) Citizens Bank did not inform me via USPS mail or email that an overdraft had occurred, or that Sustained Overdraft Fees were accruing. I only realized this because I logged into the Citizens Bank website for an unrelated purpose. Citizens Bank intentionally did not notify me of an overdraft in an attempt to maximize the time until I could resolve the overdraft during which time the bank could continue to accrue fees for itself.
|
| 06/28/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I have applied for an Fannie Mae refinance on XX/XX/2019, through Citizens Bank, who have already given me a Home Equity Line of credit and personal loan to renovate my home. My mortgage banker XXXX XXXX was very helpful and seemed to think the deal was cut and dry. After the initial paystubs and tax documents submitted, XXXX XXXX said the process should take 45-60 days, even with a few items to be completed on the home, ie : additional bathrooms and decking need completion. I was locked into a mortgage rate at 4.375 %, which has expired due to bank dragging out the process since XXXX XXXX left the bank.
The refinance is to incorporate all of my building expenses, that were taken from the equity, personal loan and credit cards, which funded the construction. At the beginning of this process, I had a credit score in the 780 's, and able to show income to support the approval of a loan and have {$300000.00} in equity after recent appraisal. As time goes on, my credit scores drops monthly due to credit cards being at their max levels from construction costs, which will make it difficult for me to start over with another lender if Citizens denies my application.
Since we started the process, my original mortgage banker has " left '' the company or was fired and I was assigned to his manager, XXXX XXXX. Every week, XXXX XXXX asks for one document or another and stalls the process out- one week or two weeks at a clip, after receiving same. There is no mention of a potential closing and there is a huge lack of communication between the bank and I, as to how far we are in the process. XXXX XXXX will not take phone calls with me and limits communication to single email requests. As each week goes by another request comes from the bank and another week passes. They even have requested that we have 3x reserves, but will not accept cash on hand, that we have held from our equity line.
Recently, XXXX XXXX requested that I put a hand-rail on our temporary deck and informed me that the Appraiser would need to take pictures of same. Today is XX/XX/2019 and XXXX XXXX just informed me that the appraiser didn't send her what they requested and therefore we have more delays. With XX/XX/XXXX upon us, we are seeing another long holiday give Citizens bank another 2 weeks of inactivity on my file. It appears that Citizens keeps moving the goal posts and delaying the process, for reasons unknown to me. While time keeps escaping, I am paying high interests on loans that Citizens gave me- to do the renovations and I am stuck in a virtual whirlpool of loan application uncertainty. I would like the CFPB to investigate my file to make sure that Citizens bank is processing my application fairly, as the constant delays and requests for documents, seem to be delay tactics extending me into the summer and placing me at risk for a higher interest rate mortgage.
|
| 11/13/2020 |
Yes |
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- Trouble during payment process
|
|
Web |
Servicemember |
|
My home loan originated with XXXX XXXX XXXX in XXXX of XXXX. I set up an auto draft payment for the XXXX of every month and never missed a payment or had a late payment. In XX/XX/XXXX my mortgage was sold to Citizens One without any communication to me or my husband that this had taken place. Being that our mortgage payment was drafted from a separate account and we hadn't received any communication via mail, email, phone call, etc. we believed our mortgage had been getting paid. It wasn't until XX/XX/XXXX that I was made aware that not only was my house at risk of being foreclosed but my mortgage lender had changed and they hadn't received any payments since the change. I paid any passed due payments right then to get my account current and informed them that I was not made aware of the change of lenders. Their response was basically an implication that it was not their problem. Moving forward I had no issues with paying on time until XX/XX/XXXX I changed the bank account my ACH payment was drafted from. Despite changing the account within the time frame stated by the company and receiving a confirmation email that the account was successfully changed Citizens One still drafted from the old account, which had been closed, and charged me a NSF fee. I spoke with a representative on the phone, whose tone was extremely rude, and she stated that it was my error for changing my banking information through their app, that they pushed on me to utilize, and that I had to wait another 24 hours to update the information via their website. Well 24 hours later I update the information and get another confirmation email that my banking information has changed. On the XX/XX/XXXX I checked my account online to ensure that my ACH payment drafted correctly. My account showed past due and that there was no payment made, so I quickly make the payment as to avoid any late fees. The next morning when I check my account online they have now drafted 2 payments of {$1300.00} back to back, 1 being the ACH that was scheduled for XX/XX/XXXX & 1 being my manual payment. My bank account did not have enough funds to cover two mortgage payments at once so instead of reversing one payment, both payments were reversed but none of the funds that were drafted have been added back into my bank account. I can not get anyone on the phone, and the messaging center representative is apparently not understanding what my issues are. I have no idea what to pay, when to pay, how to pay, and to top it all off they have reported to the credit bureau the late payments from when the lenders changed so my credit score has dropped significantly. I am very concerned that they will continue to be detractors on my credit report, my bank account, and my quality of life if there is no certainty that when I am making payments towards my mortgage the funds are being applied accordingly.
|
| 01/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
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I had a mortgage that was being paid by myself and Spouse. He XXXX in XX/XX/XXXX. I continuing to pay mortgage and after refinancing loan ( XX/XX/XXXX ) to fix immediate problems, it increased my loan by XXXX a month. In XX/XX/XXXX, I lost full time job. I went back to bank to return monies and wanted to do a loan modification, they would not! I predicted then, my credit would be ruined and I could lose my house ... In XX/XX/XXXX, I begged them for another loan modification and did not qualify, despite my XXXX? I had told them that from the beginning and ended up losing a total of three full time jobs because employers would illegally found out about my open Workers Comp claim. Because my injuries are considered a catastrophic condition, a Judge ruled my medicals could never be settled. I have been fighting this case since XX/XX/XXXX and continue to do so today ... In XX/XX/XXXX, I again between my mortgage, private insurance and meds WC would not pay for, my expenses exceeded XXXX a month. So in XX/XX/XXXX, I again begged for the bank to help me, after awhile they indicated the XXXX XXXX. had a HARP program and I filled out paperwork, with many problems. Some of the documents were faxed 2, 3, 4 times, that I had to start a 2nd loan modification in XX/XX/XXXX. The bank continued all along in taking my house and a Sheriff Sale was in effect for XX/XX/XXXX. The bank would not wait up for their other department to process the loan modification, I begged and pleaded. The lawyer I hired was no help, while he was on vacation, I contacted the lawyer in XXXX and took money out of my settlement/medical account. to pay mortgage and showed good will. I told attorney that I had wrote letters and had filed XXXX XXXX Complaints. The 1st complaint was filed XX/XX/XXXX and I still have not received a response from this complaint. On XX/XX/XXXX, I decided to spend extra time at my fiances house for XX/XX/XXXX. I came home XX/XX/XXXX to find my house burglarized and a note on the door that my house was " vacant '' I reported this to the XXXX XXXX # and my police. The XXXX XXXX XXXX told me that a XXXX XXXX was in my house, the police gave me another name, XXXX XXXX XXXX. A women returned my call from the XXXX XXXX XXXX and I told her about the missing items, he was all through my house, etc. When I called her again, with the police report, she never has returned my call, but forwarded it to the Chairman of the Board Office, of CITIZENS BANK, my lender! I talked to XXXX and was glad to talk to her and explained problems from the beginning of the loan, and if customer service department and foreclosure dept exchanged information, I would not be in this situation! I tried myself to negotiate what fear I had, let alone the missing, broken items in my house! They have not backed down ... There is sooo much more that has happened, can you please help me?
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| 04/26/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, my online Citizens account reflects a charge for {$95.00} for Mortgage Insurance for HUD-Risk Based Premium payments, however, the loan was paid in full on XX/XX/XXXX.
I requested a review of this charge for mortgage Insurance and deduction from my escrow account. I have confirmed with Title Agency, XXXX XXXX XXXX XXXX XXXX, who closed and prepared the closing documents, that PRO-Rata MIP fee assessed on my closing statement already covered the XXXX Mortgage Insurance Payment ( paid to Citzen 's One ). An attempt to rectify this issue with a customer service agent on XX/XX/XXXX and a letter sent to the bank on XX/XX/XXXX and XXXX XXXX, XXXX have led to " no findings '' however the bank has provided no context to how the Pro-Rata MIP paid to them in addition to the fee 's paid to the bank from my Escrow can be justified.
A letter dated XX/XX/XXXX, simply stated : Your concerns were addressed in previous correspondence dated XX/XX/XXXX, and attached the same response.
In more detail : Pro-Rata MIP represents Mortgage Insurance Premium. In my closing, held on XX/XX/XXXX, I paid {$190.00} to Citizens or {$95.00} for each month. At which time, no additional payments should have been drafted from my escrow fund. Despite that, they were.
I have not only been charged from my escrow but double charged for both XXXX and XXXX via escrow, closing payments, and a regular mortgage payment made XX/XX/XXXX.
The Pro-Rata MIP fee at closing appears to represent the monthly premiums for two months of Mortgage Insurance ( {$95.00} each month for a sum of {$190.00} ).
Here are the details for payments made regarding MIP : - XX/XX/XXXX Mortgage Insurance Paid via monthly mortgage payment/escrow deduction of {$95.00} XXXX Pro-Rata MIP paid via closing deduction of {$190.00} XXXX Mortgage Insurance Paid via Escrow Deduction of {$95.00} From XX/XX/XXXX to XX/XX/XXXX a total of {$380.00} was paid for Mortgage Insurance Premium.
Refund For Incomplete Services Included in the closing settlement statement prepared by XXXX XXXX XXXX was a list of fees paid to Citizens One Home Loans. Such fees represented an obligation to accurately and properly fulfill obligations to me as a customer and seller. Citizens One has failed to fulfill that obligation by ensuring that my account balance and information on file with the bank were accurately reflected and kept. Since my request on XX/XX/XXXX, and subsequent letters dated XX/XX/XXXX and XX/XX/XXXX, Citizens One has further demonstrated that even after said review, they are woefully inept to fulfill their obligations to rectify and respond appropriately. Therefore, I am still requesting a full return of the {$38.00} recording fee and the {$5.00} fax/statement fee paid to Citizens as the services paid for were unsatisfactory and incomplete.
I look forward to resolving these matters promptly.
|
| 01/08/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
Older American |
|
This is my third complaint filed against Citizens Bank ( Charter One ) due to their ignoring me and the only way I can get a response from them.
I received a letter on XXXX XXXX, XXXX from Citizens One answering Case # XXXX in response to the fact that the bank was taking my whole mortgage payment and not applying anything to principle. This has since been straightened out in a letter from XXXX XXXX XXXX, Office of the Chairman. Again after many phone calls for months. and trips to the bank with no answers, including filings " Notice of Error '' I contacted XXXX XXXX XXXX on XXXX XXXX, XXXX to tell him that my attorney had filed a " Notice of Error '' on XXXX XXXX, XXXX which was never acknowledged stating the terms of my loan modification agreement and also the fact that I had still not received the {$380.00} reimbursement to me for the attorney fee charged my association and therefore charged to me due to the foreclosure that was wrongfully executed per XXXX XXXX XXXX. I had been promised by XXXX XXXX of the " Office of the Chairman '' that this bill would be covered. There were several statements that were told to me that kept getting changed when I asked the right questions. All of these papers from the " Notice Of Error '' were faxed to XXXX XXXX XXXX on XXXX/XXXX/XXXX with a note to please let me know if he got them. XXXX XXXX, XXXX call to find out if he got the fax and left my cell phone number. XXXX XXXX, XXXX called again to call me and let me know if he got the fax.
XXXX XXXX, XXXX XXXX XXXX called to let me know he got the fax and turned it over to the law department. XXXX XXXX, XXXX, left message with both phone numbers to let me know if the check had gone out yet.. No response which is the game to wear you out. On XXXX XXXX, XXXX left message again with both phone numbers and told him it would be the last time I will call -- -- horrible treatment for a customer who has been with the bank for over 34 years paying off a previous mortgage of 30 years, paying diligently every month on a equity line of credit and this is what they call exceptional service. As XXXX XXXX stated in is letter to me, that they are consistently exploring ways to improve our customers experience, then start here. My experience has been disastrous, horrible and life threatening.
I ask that you send a check in the name of my association for the {$380.00} owed to them in my name immediately. The name and address are in the papers that were faxed to XXXX XXXX.
My 30 year mortgage @ 5 % because of your foreclosure makes you the winner but in my eyes you are a pitiful bank where " XXXX your neighbor, it will make money '' is your mantra ...
I was told by one of your employees " if this had passed his desk, it would not have happened '' ... ... how sad that I 've been a victim of getting the wrong desk and the wrong person ....
XXXX XXXX XXXX
|
| 03/21/2017 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
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|
Web |
Older American |
|
I have/had a loan with Citizens One Bank, XXXX, RI, Loan Number XXXX. This loan was procured for me by XXXX of XXXX, New York when I purchased my vehicle from them in XX/XX/XXXX. The loan was for a XXXX. This is one of the diesel cars that XXXX claimed was a fuel efficient vehicle and which was proved not to be and there is a large claim and settlement for this fraud on the part of XXXX. I sold my car back to XXXX on XX/XX/XXXX and I have a letter stating that, as part of my settlement, XXXX will pay Citizens One the entire balance of my loan which at the time of the filing of the claim was {$19000.00}. XXXX did indeed pay the loan on XX/XX/XXXX, and I was told by Citizens One, when I called them to confirm the payoff, that XXXX paid more than the amount due. They were going to issue a check to me for the overdue payment. I received my lien release letter on XX/XX/XXXX, but no check was included with the letter. When I called to ask about the check, Citizens One informed me that the money sent to pay off the loan had been reversed but could give no explanation. I contacted XXXX numerous times and finally on XX/XX/XXXX, and they could not give me an explanation either, only to say it would take 10 days to get me an explanation. I did n't have 10 days because Citizens One expected me to pay the upcoming loan payment on XX/XX/XXXX even though I no longer own the car. I will be filing a separate complaint about XXXX but Citizens One refused to take any documentation from me for the proof of the responsibility for this loan payoff and XXXX and Citizens One are not speaking to each other, even though I have given XXXX the contact numbers and Citizens One refused to take any information from me. A loan dept supervisor named XXXX very nastily told me that Citizens One does n't care what happened to the car, that I am the owner of the loan, and that payment was due and my credit would be adversely affected. Yesterday, I received two conflicting letters from Citizens One. One letter claiming my loan was paid off and the other letter sending me a copy of the check XXXX sent to them which was returned because XXXX apparently put a stop payment on the check. Today, I tried calling all the numbers I could find for Citizens One and their automated phone service would not respond to any of the prompts. I tried each number 2-3 times and the computer generated prompts just kept repeating the prompt numbers, press 1 for ... .etc. No matter what prompt I pressed, the message just kept playing. I have a letter from XXXX stating they will pay off my loan and now the loan is in arrears because XXXX has completely screwed up this whole transaction. I would really appreciate an intervention by any party that can assist me with getting these two entities to talk to each other and stop jerking me around. I also need that loan paid off ASAP.
|
| 08/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This complaint is regarding XXXX XXXX XXXX XXXX.
On XX/XX/XXXX, I originated 6 loans with XXXX XXXX XXXX in XXXX XXXX South Dakota. I made all 6 XXXX and XXXX payments to XXXX XXXX XXXX.
Sometime in XXXX, 3 of these 6 loans were sold to XXXX XXXX XXXX XXXX. On XX/XX/XXXX, at the direction of XXXX customer service agent, I signed up and created my credentials on XXXX XXXX Secure Messaging System Portal. Through this portal, I made all 3 loan payments. Also on XX/XX/XXXX, I enrolled into autopay for all 3 loans ( see attached confirmation emails ).
On XX/XX/XXXX, our office received a call from XXXX XXXX XXXX XXXX collection agent. I returned the call on XX/XX/XXXX. I was told that I hadn't made payments since XX/XX/XXXX. The checking account enrolled with autopay maintains a very sufficient balance to cover all payments. I don't monitor this account, hence the function of autopay.
I immediately inquired with the XXXX representative regarding their reporting to credit bureaus and was informed XXXX has been reporting the derogatory items to the credit bureaus. I informed them that I could make all payments immediately and requested XXXX retract the derogatory credit reporting items. I was passed back and forth between XXXX Departments. I was initially instructed that XXXX couldn't make any changes to their credit reporting and would have to contact the credit bureaus directly. Then another XXXX representative told me to write a letter to their research department and they'd look into it ( see attached letter & XXXX response ).
Given the conflicting responses and lack of concern for my credit and my financial future, I declined making payments. I inquired with my legal counsel as to next steps and direction to resolve this matter. I was advised by my counsel to make payments and bring account current. On XX/XX/XXXX I made this payment and am now current. However, after receiving an update of address letter on XX/XX/XXXX ( see attached ), XXXX commenced foreclosure without any notice on 1of the other loans and XXXX now won't accept payment. Additionally, 5 days after my initial communication with XXXX, XXXX sent notice of foreclosure on this property.
I have never received physical mail prior XX/XX/XXXX from XXXX XXXX XXXX XXXX nor had I received any notifications of cancelled auto pay via XXXX XXXX Secure Messaging Portal.
I was told my a XXXX representative that XXXX was using the wrong mailing address and that their system had noted mail being returned from their mailing address on file.
My closing disclosure documents with XXXX XXXX denote my personal home address as my mailing address. XXXX has my personal address in their files.
I need XXXX to correct their mistake and remove all derogatory credit reporting.
I've spent many hours trying to remedy this with no help from XXXX XXXX XXXX XXXX.
|
| 07/10/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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|
On XX/XX/XXXX, I opened a Citizens Access savings account to take advantage of the 4.5 % interest rate they were offering on their website. I initially had some trouble linking my external XXXX savings account and transferring funds from my XXXX account to the Citizens account. When I attempted to transfer {$5000.00} from my XXXX savings to the Citizens Access savings account, the funds did not show up in my account and their was no record of them under the Schduled Transfers tab. I was concerned so I attempted to contact Citizens through their customer support line. I waited on hold for over 30 mins and no one picked up. I decided at that point that I wasnt comfortable banking with an online bank that had unreliable customer service. I felt relieved that the funds had not transferred.
However, the next day, I noticed that the {$5000.00} had been deducted from my XXXX XXXX. I called Citizens customer support line again and this time waited close to an hour until someone finally answered. She told me that the funds would take 5 business days to clear in the Citizens account. I decided I would wait the 5 days and then, once they had cleared, I would move the funds back to my XXXX XXXX, then close out the Citizens Access account and take my business to a more reliable bank.
On XX/XX/XXXX, the funds finally cleared on the Citizens Access account and were available for transfer. I transferred the {$5000.00} back to my XXXX XXXX account and immediately got a text message from Citizens saying that the transfer was not being processed and that I should call the number provided. I called the number and waited on hold for someone to pick up. She said that my account was being reviewed. I asked her why and she said that she couldnt provide me with that information. I asked her how long the investigation would take and she said that she couldnt provide me with that information. I asked her how long Citizens could deny me access to my hard earned savings and she said that she couldnt provide me with that information. I asked to speak to her manager and asked her the same questions and got the same response each time.
On XX/XX/XXXX, I called Citizens again to inquire about the progress that was being made on reviewing my account and she refused to give me any information other than that the account was still under review. Citizens has not asked me any questions to help with the investigation. No one from the bank has attempted to contact me to acquire any information that would assist in reviewing my savings account. No one has provided me with a reason my account is being reviewed or given me a timeline as to when Ill regain access to my own money.
Is this legal? Can you please assist me in accessing my own money so I can part ways with this unethical bank? Thanks in advance for any assistance you can provide.
|
| 03/01/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
|
|
It has been 6 weeks, and I am still waiting for any answers and reimbursement for fraudulent checks that were cashed using my checking account at Citizen 's Bank.
I believe I should have at least received a full interim credit ( provisional credit ) within 5 days of my claim, pending the outcome. I did not. I believe this is in violation with banking laws. I also believe the bank is in violation of the Fair Collection Practice, as collection practices are illegal while there is an open claim.
Here is a full account of what happened. Documentation is also provided.
A fraudulent check was cashed XX/XX/19 using my checking about information. This brought my account to {$0.00}. I immediately filed Claim # 1 to report fraud and closed the account to prevent it from happening again. A week later on XX/XX/19, another fraudulent check was cashed using the SAME bank account that was supposedly closed, bringing my account now negative hundreds of $ $ . I immediately filed Claim # 2 to report the fraud and ask how this was possible even though the account had been closed? The banks repression was that the account had not yet been purged from the system, and they would put it in a credit only status on it to prevent it from happening again. Why had the account not been put in credit only status to begin with? I was told that Claim # 1 and Claim # 2 would be addressed within 6-8 weeks. 4 weeks later, I received an affidavit in the mail to sign. I thought this was part of the process, so I signed the paperwork and mailed back immediately. 6 weeks from XX/XX/19, I called to check the status of the claims, and they said they had just received my affidavits and would begin working on the process. After 6 WEEKS. In the meantime, my account was hundreds of $ $ $ in negatives. In the meantime, I received an alert that a deposit had been made into my checking account. I thought this was the reimbursement, but quickly found out that the money in my savings account had been moved into my checking account to correct the overdrafted negative balance of the checking account! I called the bank, where I was referred to the Collections Department. They apologized for the mistake, saying that the Fraud Department had not communicated my claims to them. I asked them to correct the problem immediately, because I now had NO money at all left in either my checking OR saving accounts now. They said the best they could do was 48 hours. I waited and my money was returned the next day. However, there was no excuse for this, especially after my original hardships. This is illegal according to the Fair Collection Practice.
At 6 weeks, I am still waiting to reimbursed for the fraud with no updates from the bank. This has caused me and my family extreme financial and emotional hardship. I am considering filing a lawsuit against the bank.
|
| 05/14/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
I am a customer of Citizens bank.
On XX/XX/XXXX we saw the first fraudulent charges come out of our bank account for {$570.00} in XXXX XXXX, XXXX, and {$580.00} in XXXX, XXXX. We were not alerted, my husband discovered them on our account himself. He called Citizens Bank that day and filed fraud claims as well as to " capture '' our cards. I went into the bank the next morning on XX/XX/XXXX to ensure the cards were cancelled ( at this time we both had physical possession of our debit cards ). The banks recommendation at that time was to order new debit cards, which we did.
On XX/XX/XXXX, my husband discovered new claim in the amount of {$2400.00} at XXXX XXXX in XXXX NY, dated XX/XX/XXXX. My husband went to the bank that day and at the recommendation of their staff, we closed our original account, and opened a new checking account. We were told that we would have to wait 7-10 days until they could investigate and then we would receive our money back that had been tied up in claims.
We were told the account was frozen but active until our money would be returned to us. The debit 's continued to our old account ; XXXX - {$590.00} XXXX - {$870.00} XXXX - {$2400.00} XXXX - {$630.00} XXXX - {$600.00} On XX/XX/XXXX, our NEW account was charged {$600.00} were instrcted to call and file yet another claim, On XXXX after we discovered charges on what we thought was our closed/frozen account, we went into the bank and requested ALL accounts be closed and requested to withdraw our money. We were told we could not do this because of incomplete claims. We had opted to close the account and have a check mailed to us when the money became available, which I do not believe the account was ever closed.
While we were waiting for our claims to go through, on the original account, citizens had rejected our mortgage payment and credited the account with {$2500.00}, which before we could retrieve as Cash from the bank, was spent fraudulently.
When asked for more information from the fraud team they said that they have narrowed it down to a stolen debit card number in the summer of XXXX. However i don't understand how having a debt card number of a " captured '' card could give you access to a NEW account opened >1 year after that card number has been suspended, and if it does, than I fear for the security of all Citizens bank customers.
We still do not have our money, they have kept us waiting for ~4 weeks and will not let us close our accounts until the claims have been settled, but in the mean time have proven they can not keep our money safe. We still await ~ {$3100.00} from Citizens Bank. not once were we alerted of any type of suspicious activity on our account even after we alerted them and opened a new account. I fear their security is so poor that my and my husbands other personal information is at risk.
|
| 06/14/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Incorrect information on your report
- Information is incorrect
|
|
Web |
|
|
On or about XX/XX/XXXX a checking account was opened with Citizens Bank in XXXX, XXXX. On the checking account we added XXXX names-XXXX ( father ), XXXX ( mother ), XXXX ( daughter ) and XXXX ( son ). Our daughter and son were at college so we thought it would be best to have them on the account so that they can use it for their needs. My wife in I then opened a savings account with Citizens Bank on or about XX/XX/XXXX. Since we were going to begin getting gas royalties checks. However, since Citizens Bank has a policy that charges you for making so many savings transfers to checking we decided to close the savings account on our own on or about XX/XX/XXXX. We used the bank like we would use any other bank, made deposits and made withdrawals. Never having any overdrafts or other banking issues with Citizens. Then for some unseen reason we get a letter in the mail from Citizens Bank that you have 10 days to change your banking services that Citizens Bank was closing our checking account on or about XX/XX/XXXX. We contacted the proper area within the Citizens Banking ladder and were told, " We do not have to give you a reason for closing your account ''. End of conversation! We thought alright not a problem we opened an account with a local savings and loan in our community. All is well correct, wrong! My daughter ( XXXX ) graduates from XXXX XXXX and needs to open a checking account with a bank that will be close to XXXX, XXXX where XXXX will be doing a 24 month XXXX. My wife and XXXX go to the local XXXX XXXX to open an account only to be denied since my daughters name appears on the, " XXXX XXXX '' consumer report. Not only does my daughters name appear on the account, my son XXXX, my wife XXXX, and I, XXXX all have a consumer report from XXXX XXXX ( Citizens Bank ). Attached you will see my daughters and my wifes XXXX XXXX file disclosure. There is no reason stated on the report and the files have been purged, so there is not even a record as to why the checking account was closed. We made contacts to XXXX XXXX and Citizens Bank-XXXX XXXX from the Office of the Chairman on about XX/XX/XXXX. We have been in contact with both companies since XX/XX/XXXX numerous times to get this resolved, nothing have been resolved at this time. This is causing my family embarrassment and pain. We are informed that this so called consumer report stays on our record for 7 years and we have done nothing wrong based on the report itself and as banking consumers. This bank ( Citizens Bank ) has ruined my familys credibility with all banks and making it very hard for my XXXX children to establish a banking account on their own as adults. I can not settle for nothing more than all XXXX of our names removed from XXXX XXXX immediately. Citizens Bank has the authority to remove all of our names and refused to do so to date.
|
| 10/06/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
Over five years ago, I opened a " XXXX Checking '' account with Citizens. The account encouraged electronic transactions so, when XXXX were processed, the monthly {$4.00} fee would be waived. All statements would be electronic with email notification. This was perfect for me. I used my work email address for these notices and had a good relationship with the bank.
In XXXX, I lost my job and my major source of income. My direct deposit days were over and I ceased using the account.
In XXXX, my XXXX chose to open an account with Citizens, and the teller asked if I had an account ; I told her that I had one years ago but had closed it. She made no comments and continued with opening our XXXX XXXX account.
I guess I had never closed the account as I thought I had in XXXX - because I received a notice in the mail in XXXX XXXX stating that my account had over {$500.00} in it, that it would be closed due to inactivity, and the funds would be turned over to the state of New Hampshire. I signed the form stating not to close the account and then called the bank to find out what was going on.
The person I spoke with at Citizens ' call center number was quite helpful. It turns out that a small deposit was made monthly by my former employer to the Citizens account in their error, which was supposed to be sent to a different savings account instead. I had no idea that this deposit was going to Citizens. Despite the fact that my email address had been invalid for many months and likely generated a bounce back for every single communication that Citizens bank sent, I did n't receive postal mail or even a courtesy phone call to inform me of this - ever. Even when the deposits stopped, I was charged fees. And somehow, along the way, I was being charged {$9.00} monthly fee instead of the {$4.00} - a 100 % increase. Not only did I receive no notices via mail or otherwise, but also no notice of the fee change. This fee was deducted for not months but years, and put a significant drain on any money that had been saved. The amount of money taken in fees is comparable to what many people earn in a week.
A few days later, I visited Citizens branch in downtown XXXX NH to discuss the fees and procedures in person. The account representative was not friendly and placed blame squarely on me. She did not understand my situation and I felt that she was less than helpful. I did leave her with my phone number - and received no call back. A few days later, after no information, I logged in to the electronic banking. There were XXXX fee refunds, and a new fee charge. Oh, and your branch still never contacted me. I came in person to speak with the same representative, waited for almost 30 minutes with no representative to help. Being that I was upset and also burning up my lunch break, I closed the account at the teller line.
|
| 01/06/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
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I could not log into my Citizens online backing on XX/XX/2020 and after many calls to the customer service during the following days, I was finally told by a manager that my account was being scheduled to be closed and my debit card was cancelled. I was offered no explanation and no help. They assigned a local branch for further inquiry. But the local branch manager simply told me he could not do anything. I was able to get help from another branch in a XXXX XXXX XXXX that I frequent. The manager called the back office and told me the account closure was because of account activity.
I opened my account following an Internet blogs recommendation of Citizens banks {$400.00} signup bonus on XX/XX/2020 which is the last day of the promotion. I just followed what people recommended in the discussion and did one {$600.00} direct deposit and 50 small XXXX purchases, and another {$10.00} XXXX deposit. The {$400.00} signup bonus requires one direct deposit for a {$300.00} bonus and 50 debit transactions for another {$100.00} bonus in 60 days. Apparently it is a difficult task to finish 50 debit transactions in 60 days ( minus a week or more to receive the debit card ) even before the pandemic and most people chose small XXXX purchases to meet the requirement of the 50 debit transactions. Other than that, my account is absolutely clean. Yet most peoples accounts were fine and there was no indication of massive account shutdowns for people who did the large number of small XXXX purchases. But my account was shutdown.
When I raised this question to the branch manager, he could not explain it and suggest that the bank may choose a small sample of accounts to shut down. Then whats the standard to choose an account among all the accounts that had the similar activities to shut down? I have absolutely clean credit history and clean relationship with Citizens bank. They even sent me post card last fall to invite me to open new accounts with signup bonus. If Citizens bank can announce and prove that they equally shut down all the accounts that involved in large number of small XXXX purchases and explain the reason, that could be called a standard. Otherwise, it is a clear discrimination to choose my account to shut down.
My account has no overdraft protection for the bank to worry about. There was no fraud alert, no declined transactions and no whats so ever during the days I made the small XXXX purchases until two weeks later my account was suddenly locked. There were some people out of Citizens banks servicing states that got applications declined or accounts closed. I hope they made a mistake. Citizens bank does have presence in NJ. They even have an ATM in the XXXX XXXX XXXX a few minutes away from my home until it was taken off not long ago. And my zip code was allowed to open the account online.
|
| 06/13/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American |
|
TO WHO IT MAY CONCERN, OK I HAD A CARD MASTERCARD WITH CITIZENS BANK CARD ENDED IN # XXXX I HAD TO CANCEL THIS CARD MANY MONTHS AGO SO MORE CHARGES WOULD NOT OR COULD NOT BE MADE THERE ARE CHARGES FROM XX/XX/2020 FOR ITEMS I NEVER GOT AUTHORIZED OR RECEIVED THE COMPANY USES XXXX FAKE NAMES NO VALID EMAILS NO VALID PHONE NUMBERS ONE IS NAME LEAFY CLOVER THERES TONS OF BBB COMPLAINTS ON THEM I WAS TOLD BY THE LADY THAT HANDLED MY CASE IN FLORID, ALSO CHARGES WERE MADE BY A NAME XXXX XXXX FROM XXXX XXXX, BOTH NAMES ARE FAKE BOTH COMPANYS I NEVER AUTHORIZED TO CHARGE MY CARD BOTH ARE FAKE FRAUD SCAM CON ARTISITS, THIS IS FROM XX/XX/2020 TILL NOW. SO THERES 2 CHARGES 1 IS FOR {$89.00} AND ANOTHER NOW MONTHS LATER WITH A DIFFRENNT CARD # I HAD TO GET CAUSE I CANCELLED LONG AGO # XXXX NOW THERE STILL MAKING CHARGES ON MY NEW CARD WICH CITIZENS BANK GAVE THEM THE NEW NUMBER TO CHARGE MY CARD ITS UNREAL I NEVER GOT ZERO MERCHANDISE EVER I WILL NEVER EVER PAY ITS CORONA VIRUS SCAM ITS GOT TO DO WITH FACE MASKS I NEVER EVER GOT OR AUTHORIZED DONT KNOW NAMES OF THE FAKE XXXX COMPANYS I WENT TO BBB FLORIDA, I WENT TO CORONA VIRUS SCAM HOT LINE FOR FRAUD, I WENT TO F.B.I., I WENT TO ATTY. GENERAL, I WENT TO COMSUMER AFFAIRS I DO NOT HAVE THE PAPERS NO MORE CAUSE WHAT HAPPENED IS I GAVE ALL THIS PROOF VIA REGUALR MAIL AND I MADE TONS AND TONS OF CALLS AND I MADE TONS AND TONS OF EMAILS AND THEN AFTER ALL THAT I GOT A LETTER XX/XX/2020 FROM CITIZENS STATING TO ME THAT AFTER ALL REVIEWS AND INVESTIGATION THAT AFTER MAKING THIS CREDIT TEMPORARY THAT AFTER ALL I SUBMITTED THAT NOW I NEVER WOULD HAVE TO PAY THE CHARGES THAT THERE OFF PERMANANT OK GREAT WONDERFUL UNTIL LIKE 2 WEEKS AGO NOW XX/XX/XXXX, II GET ANOTHER LETTER AFTER THE XXXX L ; ETTER SAYING CHARGES ARE OFF AND WILL BE OFF PERMANANT I GET A LETTER XX/XX/2020 STATING THAT NOW THERE UNABLE TO SETTLE THE DISPUTE AFTER THEY DID ION XXXX THERE INSANE MENTAL THEY SAY THAT NOW I HAVE TO PAY THE MERCHANT THEY SAY SAYS THEY DELIVERED MERCHANDISE. THERE INSANE WHAT MERCHANDISE HOW WERE WHEN I GOT NOTHNIG I NEVER EVER GOT OR AUTHORIZED THE MERCHANT IS NOT A MERCHANT ITS A SCAM FRAUD, ALL PHONE NUMBERS ARE FAKE AND NOT VALID ALL EMAILS ARE FAKE NOT VALID AND IF SO WERE THE XXXX A LABEL, WERE THE XXXX TRACKING NUMBERS, WERE THE XXXX PROOF OF A DELIVERY WHEN I GOT NOT A THING WERE AND WHAT MERHCNADISE CAME WITH WHO WITH FED EX WITH UPS WITH REGULAR MAIL, YOU SEE ALL TIMES THINGS ARE ORDERED AND DELIVERED THERES TRACKING NUMBERS I WANT TO SEE PROOF OF TRACKING NUMBERS AND PROOF OF DELIVERY WICH IS IMPOSSIBLE CAUSE ITS A SCAM ANBD I GOT ZERO AND AFTER SAYING IN XXXX AFTER I PROVED IT ALL AND EVEN CANCELLED AND CLOSED DOWN MY CARD ENDING IN # XXXX THEY THEN DECIDE TO TELL ME MY COMPANY CITIZENS THAT I SHOULD PAY YOU MUST MUST TAKE SWIFT ACTION AGAINST THEM ...
|
| 01/25/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
Servicemember |
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I am the cosigner on a student loan for my son. It is with CitizensXXXX XXXX Late XXXX, my son was between jobs and on XXXX XXXX he called Citizens/XXXX to request a forbearance. He spoke with one customer service agent who recorded the conversation and said that he was approved for the forbearance and that payments would resume XX/XX/XXXX. He called again on XXXX XXXX to verify that this was correct. He was told that XXXX was assuming the loan from citizens and to log into his portal because they showed that he was in forbearance. Fast-forward to XX/XX/XXXX. I get a credit alert from XXXX that I was 60 days late on this account. This is the same account that we were told was in forbearance until XX/XX/XXXX. We both called several times and were initially told that they ( XXXX ) did not show any delinquencies and that they would investigate and get it removed. 10 days later I get another hit on my credit report indicating 90 days past due. I had to call on 4 separate occasions to XXXX and I finally got an individual who said even though they assumed the loan from Citizens, it was still SERVICED on Citizens platform and gave me the correct number. Needless to say, it should not have been that difficult to reach the servicer of the loan.
I then called Citizens to complain as to why as a cosigner I was never contacted either by phone or by mail that the account was delinquent. I was " told '' that I was called and sent mail and they also said that my son received mail as well. This is a false statement. I was never contacted by any method because if I had been, as cosigner, I would have made payments and settled up with my son later. We live at the same address and I am the one who check the mail and would have seen email from CitizensXXXX XXXX The XXXX portal that I have been logging into has no information on this loan that has supposedly been assumed from Citizens by XXXX. I have voicemail on my cell phone to where a voice mail could and should have been left if there had been any attempt to contact me via telephone. I have written and spoken with Citizens requesting a one-time removal of the information because I was never contacted and they swear that I was notified and that they are not removing any information. I made the entire arrear payment that same day that I finally got in touch with the correct lender/department . I also created an online account with Citiznes that same day by which the payment was made. I had been viewing all information via the XXXX website up until XX/XX/XXXX. What is even MORE frustrating is that all the documentation of the contact made by Citizens to me in late XXXX was still in my alert center but ABSOLUTELY NO information, message or email regarding a delinquent status. I am attaching screenshots of the message center of my online account
|
| 07/02/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
Dear Sir, Citizens Bank did not answer my previous Grievance related to US Department of Home Land Security/Law Firm Check Deposits and Check Clearance Records, which are are missing in my bank records, clearance records and statements. Original Checks are missing and original checks are not returned to me. There is no electronic transfer authorization given to any bank or originator. Only Authorized checks XXXX/XXXX were given to US Department of Home Land Security ( for my individual XXXX premium processing fee amount of XXXX $ ) and Immigration Law Firm Respectively ( Immigration Law Firm fee amount of XXXX $ for processing XXXX premium documents ). Respective Law Firm has given the written statement that they have correctly deposited my original checks to Bank and US Department of Home Land Security, I am at liberty to submit the invoice, scanned copies of my original checks and law firm written confirmation to any Honorable Court, Respective Law Enforcement, customs officers and Immigration fraud department, I have only given Authorized checks with checks and social, and I have not given any electronic transfer authorization to anyone. I have only given Authorized checks XXXX/XXXX for my individual XXXX premium processing ( my address, SSN and my individual premium processing details are clearly mentioned in the check and address is same for all my checks since the day I opened the Charter One/Citizens Bank account ) to Immigration Law Firm. Citizens Bank violated authorized check terms and conditions, fraudulently tampered my original checks and destroyed my check clearance records and scanned copy of the checks in the Bank Statements and Records. Citizens Bank/Charter One Bank holds the complete legal accountability and responsibility for tampering my checks in the records. It comes under forgery act at concerned immigration department If anyone claim or use XXXX/XXXX checks for any kind of immigration benefit or visa on behalf of me, these checks XXXX/XXXX were only given for my individual XXXX XXXX renewal Premium processing along with my signature and SSN. In the response to my previous Grievance, Citizens Bank accusing US Department of Home Land Security and Law Firm that they did not deposit the original checks to Citizens Bank. May I sincerely pray Consumer Finance Bureau to refer my complaint to Respectable Federal Officer/Law Enforcement officer to investigate my complaint against citizens bank and also check with immigration fraud department, this is very important for me. There is a high possibility that my checks have been misused by someone and misrepresented me at XXXX, accordingly my original checks are missing, check clearance records are missing and check images are missing in the Bank Statements for Authorized checks, which is unlawful and illegal.
|
| 01/28/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
Dear Sir, Citizens has been creating troubles for me by not printing/mentioning complete legal name in the statements, which is violation of state and federal law. I have communicated to them multiple times and also send my identification details to citizens bank multiple times. How did citizens bank not following federal guide lines and not mentioning complete 'legal name ' and also " unnecessary spaces in the middle and last name '', which is unlawful and fraud. Is citizens bank going to be accountable and responsible at Home Land security, Immigration fraud department and USCIS if anyone submits these statements ( incomplete name and and not mentioning complete legal name ) and obtain any immigration and US government benefits. Is citizens bank going to be accountable and responsible for any kind of damages and serious consequences to me by mentioning in complete name, unnecessary spaces in the middle and last name and also not mentioned complete legal name in the account statement under account number.
Its a serious crime as citizens bank not mentioning complete legal name ( truncated last name and unnecessary spaces in the middle and last name ).
Could CFPB kindly direct Citizens Bank to mention/print my complete legal name along with account number in the bank statements, online account and all the bank records as per the SSN, VISA and Lawful USCIS work permit records.
Could CFPB kindly direct Citizens Bank to mention/print the right first name, middle name and last name as per my legal documents and there should not be any unnecessary spaces and truncated names, which is causing troubles and damages to me. I am also informing to USCIS and Immigration fraud department that 'please do not accept citizens statements, which have been manipulated and truncated my legal name and considerable amount of mistakes, which cause injustice, dame and fraud to me if anyone submits these online statements and misrepresents me.
There are very strict guide lines, there should not be any mistakes and violation of federal and state law when it comes to 'complete legal name ' in the bank records and financial transactions. I am also going to file the police complaint and also copy to Michigan XXXX 's office and Federal officer. I have attached first page and highlighted the incorrect information, unnecessary spaces ( middle and last names ), truncated last name under account number. My complete legal name with first, middle and last name must be printed/mentioned in the bank records, statements and all the records of Citizens Bank.
Could CFPB direct my complaint to federal officer and also publish the article on Citizens bank fraud, which really cause damage to account holders and Immigration/US government with unlawful statements and considerable of mistakes in the statements.
|
| 06/11/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
To whom it may concern : I have requested the True Bill of Sale or Contract that was made between company and entity XXXX XXXX. I have made this request several times.
Please note that this is not a refusal to pay off the account but a notice sent as per the Fair Debt Collection Practices Act ( F.D.C.P.A. ), 15 U.S.C. 1692 ( G ) Section 809 ( B ). This notice states that your claim is disputed and validation of the account is required.
This notice is not a request for verification of the account or proof of my mailing address but a request for validation made pursuant to the F.D.C.P.A. laws. I humbly request that your agency/ office sends me valid proof of claim that I am legally obligated to pay you.
Please provide me with the below mentioned items : * The amount you claim the Respondent owes you * An explanation showing me how you have computed the amount.
* Copies of any documents that prove I agreed to pay the alleged amount * The identity of the original creditor * Confirmation that the account has not crossed the statute of limitation ( SOL ) period * Evidence that you are a licensed debt collector * Evidence of your license numbers and your registered agent.
I would like to inform you that in case your agency has reported invalidated account information to any of the three main credit bureaus such as XXXX, XXXX, XXXX, then it will be regarded as a fraudulent action under both federal and state statutes. Due to this reason, if any negative item is reported to any of my credit reports by your agency or the agency that you represent, then I will be compelled to take legal steps against you for the below mentioned reasons : * Violation of the Fair Credit Reporting Act ( F.C.R.A. ) * Violation of the F.D.C.P.A.
* Defamation of character I would like to further inform you that if any action is taken during the validation period which could be regarded as detrimental to any of my credit reports, then I will seek advice about initiating a potential lawsuit. This includes listing any information on a credit report that could be incorrect or invalidated, or confirming an account as correct when, in fact, there is no provided evidence that it is.
If your agency can provide me with the requested documents, I will need a minimum of thirty ( 30 ) days to investigate this information, and during this period of time, all collection activities must be stopped.
Also, I request that you provide evidence that I must pay you in anything other than appropriate commercial paper should the debt be proven valid because, to my knowledge, the U.S. Congress provided the appropriate remedy for me to settle my debts via the remedy in House Joint Resolution ( H.J.R. ) 192 of XXXX XXXX XXXX under the United States, Public Law 73-10, and Public Law 48 stat. 112 ( among others ).
|
| 03/24/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Application, originator, mortgage broker
|
|
Web |
Older American |
|
( 1 ) We are seniors who have XXXX and health issues and in XXXX of 2014 I asked our lender if they had any suggestions/help for us with our mortgage. I specifically said I was not interested in a short sale, nor were we in jeopardy of foreclosure as we have never missed a payment and did not intend to.
( 2 ) I was sent an application but said on the application I was only hoping to look at options - perhaps a different percentage rate, or possibly just a fixed rate. I tried calling numerous times trying to tell people that I just wanted to talk to someone about my options but no one would return my phone calls.
( 3 ) In XXXX we got a decline on assistance with our loan and that we were not eligible for FORECLOSURE alternatives. - " Due to the reason I was not evaluated on other criteria ''. I had no idea what this meant and tried to call but my phone calls were never answered. Shortly from the decline we got a letter sending us information on selling our house on a SHORT SALE! I continued to call people and ask them about this correspondence and what it meant but could n't connect with anyone.
( 4 ) In XXXX I got a fee charge on my mortgage statement of XXXX. I called again and talked to someone who said that it was a mistake and would be removed.
( 5 ) The next month this fee went up to XXXX and I called again. I finally wrote a letter how unhappy I was with their service and wanted the fee removed from my statement.
( 6 ) In response to my letter a person called and I asked her to remove the fee from the statement. She said she would have to check into it and see what it was for. Many months later she called and said that the fee was for an appraisal. I replied that I did not ask or give permission for an appraisal nor was I sent a copy of the appraisal which by new laws they must send to me promptly.
( 7 ) A month later I was sent what they called an appraisal. ( It has now been at least six months later ) It was not an appraisal - it was an exterior BPO and done by a realtor and not a certified appraiser. I have a real estate license and I know that according to FIRREA rules that we can not do appraisals for mortgage loans as this is illegal. It also states that if lenders wish to ensure payment for appraisals they must request payment before. ( Strangely I was studying the new laws of the CFPB for my continuing education in real estate in XXXX. ) ( XXXX ) As I have found out that getting help with mortgages from the government is a big farce I feel I should not have to pay for an appraisal which I was told was a mistake, and which it says right on it that it is NOT an appraisal, and I certainly did not receive it promptly. Asking for help with my mortgage not only has caused a lot more stress for us, but now I have more money to pay and a lower FICO score.
|
| 06/02/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Older American |
|
This is to dispute the baseless erroneous delinquencies reported to the credit bureau when the balloon mortgage I had with Citizens for 15 years matured, effective XX/XX/2022. Since filing two earlier disputes on this same issue, I have received additional information to support my contention that my account wasn't managed as it should have been once it matured, and I applied for a loan modification. Prior to the loan maturity date, I received XXXX letters reminding me of the maturity date and the options that were available to me to satisfy the balloon payment. The letters stated that the only payment Citizens would accept would be the balance of the balloon payment unless alternative arrangements had been made. The letters offered XXXX options. The option I chose was to apply for a loan modification. I timely submitted all required paperwork XX/XX/2022, and the modification was finally issued XX/XX/2022. The delay was due to citizens receiving a XXXX party valuation which was out of my control. While, the delay was pending, Citizens continued treat my account as if it were still active and sent me delinquency letters even though I tried to make the payments they said they would not accept, did not accept -- payments I tried to but were returned. I was also informed by Citizen employees that once I applied for a loan modification certain protocols should have been put in place but were not. The delinquencies were based on system generated letters not applicable to the true status of my account. Citizens has also stated that the delinquencies were based on my not paying the balloon in full. If this is the case, why did the 4 letters state that the balance was due unless an alternative arrangement was made and I timely applied for a loan modification as an alternative arrangement. Again, the delinquencies were based on a false narrative that my account was active, and I abruptly stopped making payments. In addition, as you will see in the attached documentation, the alleged delinquencies were based on the {$770.00} monthly payments on the mature loan for the 4 months my loan modification was pending, and not on my failure to pay the balloon on XX/XX/2022. They fail to acknowledge or even consider I made an alternative arrangement to satisfy the balloon payment and they did not accept the monthly payments, even returned the payments went on to state the payments were delinquent. I learned that once I applied for the modification, credit reporting should have been put on hold as they could not accept them, and records/documents should have been updated to show the true status of my account. Rather, my account was mismanaged, and Citizens continues to promote this false narrative that I did not pay this account for 4 months. ( Please see attached supportive documents. )
|
| 06/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
An appraisal was scheduled in furtherance of a mortgage needed to complete an agreement of sale of real property ( contract or sales agreement ). The contract contained, XXXX XXXX, an appraisal deficit waiver provision as well as an escalation clause that increased the sale of the property by XXXX over the starting sales price of {$550000.00} spelled out in the contract. Citizens contracted with an undisclosed XXXX XXXX XXXX ( XXXX ) and misrepresented my loan application by only partially uploading the contract, and failing to include the escalation addendum. XXXX XXXX XXXX XXXX ( hereinafter XXXX ) was then contracted to perform the above referenced appraisal. They informed me that the sales agreement they utilized was retrieved from the XXXX and confirmed that the incomplete sale agreement was uploaded to the XXXX by Citizens. The appraiser relied upon the misrepresentation of Citizens in arriving at an appraised value of {$550000.00} ( the amount incorrectly listed as the sales price ), as evidenced by the appraisal itself wherein the contract is listed as being reviewed and relied upon.
This issue was immediately brought to the attention of Loan Originator XXXX XXXX XXXX ID # XXXX ( XXXX ), who in response made a series of false and misleading comments in explantion, including but not limited to assertions that the sales agreement could not be provided to the appraiser and that they should not have it in any event, even calling it illegal more than once. Furthermore, XXXX asserted that the appraiser did not receive the sales agreement from Citizens, and must have gotten it from elsewhere. The Uniform Residential Appraisal Report utilized ( XXXX XXXX XXXX XXXX ) provides on its first page an opportunity for an appraiser to obtain, analyze and consider the sales agreement for the subject property in arriving at a value. This form was last revised in XX/XX/XXXX, allowing this alleged illegal activity to take place for at least the last 16 years.
The issue is that Citizens failed to upload the entire sales contract to the XXXX and omitted a key addendum. This is significant for several reasons. This is a material and detrimental misrepresentation impacting my loan because the appraisal did in fact analyze the incorrect sales contract in arriving at an appraisal value, to my detriment. Citizens, through XXXX, knew that my loan would proceed despite a lower sales price, and deceasing the lender risk associated by omitting the addendum, and then repeated the pattern and practice of misleading and false claims by offering emphatic explanations that were curiously as pedantic as they were incorrect. My loan has suffered as I am now required to obtain an amount of cash to close likely in excess of what should have been required had my loan not been misrepresented.
|
| 02/11/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I received a bright green notice on the front of my property from the Tax collector ( XX/XX/XXXX ) indicating that my property was up for auction in XX/XX/XXXX, due to non-payment of taxes for XX/XX/XXXX/XX/XX/XXXX. I have all my taxes and insurances escrowed in my mortgage payment which I have never missed since purchasing the property at the end of XX/XX/XXXX. I attempted numerous times to contact XXXX XXXX XXXX XXXX and they referred me to the tax collector -- and I never was able to get a resolve because the taxes were not paid and the tax collector stated I needed to settle this with my mortgage company. After several months I became increasingly concerned - having checked my escrowed amounts online and seeing that all was escrowed in properly. I contacted a lawyer to assist me. During the course of his investigation he stated that finally the tax collector had a long conversation with XXXX XXXX which stated they had actually mistakenly applied the tax payments on the property to a parcel listed under my address but in a different location???? How can that be? Suddenly, my taxes all were paid within a week. Thinking this was resolved, I was relieved. The next mortgage bill was drastically higher - $ 900+ which showed that they actually " fronted '' my " shortage '' of paying my taxes and now required me to pay an additional {$900.00} a month in my mortgage payment til I am " caught up '' at the end of this year. The total they stated was the amount escrowed that they stated was paid by them on the late taxes. I have paid a lawyer over {$3000.00} to not be resolved yet. I paid my mortgage amount in XX/XX/XXXX and they cashed my check but still showed I am in arrears on the amount they say I owe them. I just received a notice from them that they will no longer accept any amount of mortgage lower than their required amount of over {$2700.00}! I have forwarded all this information and documentation to my lawyer who is trying to get this resolved but has not yet succeeded. I also had received a letter from the " Chairman '' stating that they were looking into this and would let me know the results. I have yet to hear a result. My lawyer has requested XXXX audit my account and has not been given any results as well. They have admitted to improperly paying my property taxes that were escrowed into my mortgage on a parcel that was listed as my address but was not my property? This is fraud. Now I am being forced to have my credit ruined due to their error and am locked out from paying my mortgage by them. I need help! I need this to be resolved before my credit is ruined. I have a monthly lawyer bill and he can not even get a resolve after nearly 6 months as well as now a " late fee '' on my mortgage payments each month for the " overage '' they say they paid for me.
|
| 01/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I contacted Citizens One Home Loans and spoke with a woman with the initials XXXX, on or around XX/XX/XXXX and requested the removal of my PMI. I received a letter dated XX/XX/XXXX the letter contained instructions on how to authorize and remove the PMI on my conventional mortgage loan. One of the requirements listed within the letter was ; you must be current on your monthly mortgage payments, no payment have been 30 days or more past due within 12 months, no payment have been 60 days or more past due within 13-24 months of the date we receive your request, the principal balance must meet or be reduced to 80 % of the original value. I spoke with XXXX again on XX/XX/XXXX, I asked her If my loan is currently suspended/forbearance will it affect the outcome of my request? She assured me, being on a suspension/forbearance puts my account on hold, the payments are not past due and will not be an issue as long as the BPO comes back at {$230000.00} or higher. Having been given this information, I mailed a written request along with check number XXXX in the amount of {$100.00} to Citizens One Home Loans. Check number XXXX was cashed on XX/XX/XXXX. I was contacted by real estate broker XXXX XXXX on XX/XX/XXXX, the inspection of my property was conducted on XX/XX/XXXX. I received a letter dated XX/XX/XXXX stating We have determined that the requirement ( s ) for cancellation have not been met due to the below marked item ( s ). reason being The requirements are ; you must be current on your monthly mortgage payments, no payment have been 30 days or more past due within 12 months, no payment have been 60 days or more past due within 13-24 months of the date we receive your request, the principal balance must meet or be reduced to 80 % of the original value. I contacted Citizens One Home Loans on XX/XX/XXXX, and confirmed the deferral of payments, and also made the XXXX payment, I also requested to speak with XXXX. I was told a request had been sent to her, and she will get back to me within 24-48 hours. I never receive a return call. I left a message for XXXX XXXX in the Office of the Chairman on XX/XX/XXXX, her voice mail informs callers a call will be returned within 24-48 hours, I never received a return call from her.
Per XXXX XXXX COVID Ref Guide ref pg 15 Borrower-Requested Cancellation of Borrower-Paid Mortgage Insurance, Mortgages restored to current status under the COVID-19 payment Deferral, the borrower must make 3 consecutive payments following the settlement of the COVID19 Payment Deferral to meet this qualification requirement.
I called Citizens One Home loans today and was told the BPO will only be good for 90 days and will expire before my qualifications have been met. I did request a refund today and was on hold for almost an hour, with nothing resolved.
|
| 12/09/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
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My loan is currently being serviced by Citizens One.
They have the worst customer service Ive ever experienced in my life. Most of their employees are not trained with the knowledge they need in order to provide the answers and services required. Furthermore, I can not understand most of their XXXX based employees. Over and over again I am promised callbacks, and I never get them.
Long story short, I have a forbearance plan that was recently terminated due to conditions completely out of my control in 100 % at the fault of my loan servicer.
Without my permission, they changed my mailing address to an address, not even in my same state! And after doing so, they sent me communications regarding my loan/mortgage forbearance plan to that location, with my personal information on it, and never made any other attempts to contact me through any other forms of communication. Then, after not receiving response for meobviously, because I had XXXX knowledge of them attempting to contact me they terminated my forbearance plan back in the middle of XX/XX/2022. I only became aware of this because somebody came by in person and left a letter on my door. Meanwhile, I was trying to get updates on the status of my forbearance plan and I called numerous times, attempting to leave messages with the rep assigned to my forbearance plan. Never has she ever been available nor would I ever get a callback from her even the customer service would promise it. I am always left in the dark. And I am lied to, and I have no ability to speak to anyone over the phone who is able to provide any assistance. On the loan solution center website, there is XXXX information updated about my forbearance plan having been terminated.
The letter that was left on my door, says that I have a right to an in person interview to discuss options for the current status of my loan. I have called many times and spoken with customer service as well as the loss mitigation teams, at citizens one bank ; regardless, everyone I have spoken to is either without the proper knowledge and training to help me, or promises a call back, and they never do.
I am completely unable to get the in person interview scheduled, as I am told him that letter that I have the right to have. Also, and most importantly, in effect, I am unable to get my forbearance plan reinstated.
The overall issue is that my forbearance plan was terminated because citizens, one bank changed my mailing address without my permission, and even after I requested it be changed back to my current address, they failed to do so multiple times, which they admit to. Their incompetence and inability to simply schedule an interview has me stuck in limbo regarding my current living situation, as well as my loan, itself.
Please assist!
Thank you, XXXX XXXX
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| 09/28/2017 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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I have had an auto loan with Citizens Auto Finance since XX/XX/XXXX. On each month, my payment is due on the XX/XX/XXXX, in the amount of {$260.00}. In XX/XX/XXXX, I missed a payment and was charged a late fee, while the past due amount was added to my payment for XX/XX/XXXX. In the subsequent months ( XX/XX/XXXX - XX/XX/XXXX ), I made sufficient payment to cover the past due balance, and the initial late fee that was incurred. As I continued to make additional payment above my principal payment, Citizens continually misapplied my additional monies. Rather than satisfying my past due balance and late fees, the additional monies were applied to my principal balance. As such, my past due balance and late fees continued to compound, through XX/XX/XXXX. In XX/XX/XXXX, I contacted Citizens on three separate occasions to have the payments properly applied, to satisfy the late fees and past due balance. Multiple customer service representatives addressed the issue, and I was told that the extra monies were not properly credited because I " put the payments in the wrong box '' when making online payments. In the subsequent months, I made online payments as directed by the CSRs at Citizens. Payments continued to be applied incorrectly. After multiple conversations in XX/XX/XXXX, I was assured the issue had been resolved, and all payments were properly reapplied, therefore satisfying any late fees and past due balance. After checking my online loan balance, my current past due and late fees were {$0.00}, as assured. In XX/XX/XXXX, I received a statement for my regular principal payment of {$260.00}, plus an additional late fee, despite my on-time payment in XX/XX/XXXX, and the reapplication of my past payments. Upon further investigation, Citizens had reversed all the reapplied payments, once again charging me late fees for a balance that had long since been satisfied. In XX/XX/XXXX, I called Citizens to address the issue. The representative told me he " did not see a late fee on the account, '' and instructed me to make my payment as normal. On XX/XX/XXXX, I made my payment on-time, paying the full amount due, but not the late fees, as I was assured they were not on the account, and should not have been, if Citizens had properly applied my payments to the loan. In XX/XX/XXXX, I once again received a statement with late fees. On XX/XX/XXXX, I contacted Citizens once again, and was told the late fees existed from the XX/XX/XXXX past due payment. I explained the issue once again, including the resolution that was supposed to happen in XX/XX/XXXX. The representative, and subsequently a supervisor, continued to insist the late fee was valid, and would not remove it from the account. As such, I am contacting this institution, as Citizens will not properly reconcile my account.
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| 07/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2020, I applied for a home refinance with Citizens One Home Loans. My loan officer is XXXX XXXX at XXXX. I went through all the pre-qualifying needed including the questions, credit check, income verification and all the forms needed. I was told this could take up to 60 days. XX/XX/2020 I received an alert that additional documents were needed. They requested discharge papers from a previous Chapter XXXX bankruptcy, " bankruptcy papers '' and a paper regarding a previous judgement on my wife, who is NOT on the mortgage but is on the title from a department store credit card from over 10 years ago. When I called and emailed about what bankruptcy papers they needed, XXXX, XXXX XXXX and XXXX XXXX could not give a a direct answer. I explained to them the file was about 400 pages and asked repeatedly what part did they need! For 3 weeks, my calls ans emails to all 3 of them were left unanswered. I sent them the discharge papers as requested, but had no other info to provide on the judgement and had no idea what bankruptcy papers they needed. One a bankruptcy is discharged, my attorney said I do not need to provide other records due to privacy. I contacted one of their competitors, and they were able to take a guess as to which documents from bankruptcy they needed. It was at that time I left XXXX another message which was returned in 30 minutes because I went to a competitor. This led to me being called by his manager, XXXX XXXX at XXXX. XXXX was able to get us back on track to some degree, but told me I had to pay off the judgement on my wife. I called and negotiated with them and XXXX assured me if they had until XX/XX/XXXX, he could arrange the funds be included in my refi and paid at settlement. Then the delay tactics started again. They again requested another 4505T form that I had previously filled out asking for certain years of tax returns. I got him that document and a few others and again, waited. As of today, XX/XX/XXXX, They are all collectively not returning emails or phone calls. I am running out of time to make the payment on the judgement, and they have wasted over 2 months of my time. They cornered me and said during this process I can not apply for a car loan, I cant have my credit checked by another bank, meaning I cant even try to refi with another bank and not to make any big purchases. I personally feel discriminated against due to my past financial problems and possibly other reasons. There is no reason for this. I am borrowing less than half of the home 's value, I have great credit and have been discharged from bankruptcy over 2 years. I feel they are purposely avoiding me, losing my documents and not giving me simple answers. PLEASE HELP! I want them called on my behalf and I want answers and I want to know what my rights are here.
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| 07/22/2020 |
Yes |
- Vehicle loan or lease
- Loan
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- Problems at the end of the loan or lease
- Problem with paying off the loan
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Web |
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In XX/XX/2020, I attempted to pay off my car loan with Citizens One bank. On XX/XX/XXXX, I made a payment of {$500.00}. On XX/XX/XXXX, I looked up my vehicle loan online and made payment of {$500.00}. This was the listed payoff amount on my account details, and is listed on the Citizens One page as where to find the payoff amount. At this time, I believed my account was paid off.
A couple weeks later, I still had not received my pay off documentation. I looked on the website for my vehicle loan, which stated I owed {$0.00}. I immediately called Citizens One and spoke with a representative, attempting to pay the {$0.00} to close the account. I was told at this time, that I owed over {$600.00}. As I attempted to review payments with the gentleman, I was advised that there was only one payment noted to my account in XXXX, when my bank confirmed two transfers to Citizens One for my vehicle loan. After confirming again with my bank, I contacted Citizens One again to provide confirmation numbers for both payments. The next gentleman I spoke with stated payoff amounts on the website do not include late fees and I owed approximately {$380.00} to pay off my loan. He stated that I owed nothing on principle, only late fees. This gentleman was able to confirm that two payments were made in XXXX on this account. We confirmed all payments made this year and he was to send an accounting of my vehicle loan records ( I still have not received ). He stated late fees do not show on the account ( which they do XXXX and that was why I owed {$380.00}. I advised I would follow up after reviewing the accounting. Later that day, I received a call from a collector from Citizens One who provided me a completed different amount that I owed of approximately {$400.00}.
Today, I tired of waiting for this statement and attempted to contact Citizens One to see what amount I owed that this time. I was told {$600.00}. The website shows that my principle balance is now {$400.00} while my XXXX statement shows a principle balance of {$0.00}. So my principle balance increased by {$400.00} over the last 20 days. I spoke with a representative, who stated my second XXXX payment of {$500.00} was Backed out. However, I never received a refund for this amount and she was unable to explain where this {$500.00} disappeared to. I am also being charged interest on moneys that were already paid to Citizens One. I feel this loan was paid off in XXXX and they are refusing to allow my to pay if off by " backing out '' my last payment and being unable to provide an accurate, consistent pay off amount.They have also now added {$93.00} in " fees '' that no one has been able to explain. If you remove the {$93.00} in unexplained fees and reapply the {$500.00}, there should actually be a credit on my account.
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| 08/20/2019 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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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.
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| 03/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My Name is XXXX XXXX and Im putting a complaint in on Citizens Bank In reference to refinancing my home I applied for a refinance loan XXXX and have been back and forth with the loan officers XXXX XXXX , XXXX XXXX XXXX and on XX/XX/XXXX I finally got fed up and requested to speak with a supervisor which her name is XXXX XXXX . For months I have goin back and forth with XXXX XXXX once I wasnt able to talk with XXXX XXXX, She has done horribly with communicating with me and never comply with me unless weeks go pass and I would have to call her and see what are status was with closing. It has been a numerous of times she has made me think we were going to close and nothing When I say we meaning myself and my husband.Anytime she was off of work no one has called or contacted me or my husband shouldnt it be someone in place so every time she was off that hurt us badly because it would put us at the beginning of the loan we would have to submit paperwork over again bank statements, award letter from social security office, she would just pull my husbands statements because he is a citizens customer my statements. We have had 3 appraisal which she stated to me that they were outdated which who would be at fault for that not me because we are waiting on her to contact us back never a response only sometimes. I have emails of the months and times of some of our communication. This is so unfair to us as customers and when I called her today both XXXX and XXXX no response XXXX responded to my email but when I called her to tell her I didnt understand and what Im I to do she never contacted me. I feel discriminated against and I have felt this way for a while is this the way customers are treated I really dont understand. Two appraisal came in at XXXX dollars and now XX/XX/XXXX which is the third appraisal they have us XXXX XXXX did not do her job as a loan officer Things are suppose to be explained so the customer understands everything we have been hanging on a string the whole time. She pulled my bank statements back in XXXX without my permission at XXXX XXXX not sure if the bank submitted them to her or not because that illegal I want answers and we spent funds and supposedly the work that was done that was requested by the underwriter were approved that we completed them and I thought that means we move on to the next thing no we kept being pushed back to the beginning of the loan. We never move forward and when we thought we were closing It never happened We are out of funds that we saved up held on to closing money and rearranged our lives for this refinance. This was the worse refinance and frustrating cause felt like we have been in it alone, Hopefully someone can help us and make us want to continue as customers here. Thankyou for your time.
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| 08/12/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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I combined a home mortgage and a heloc and refinanced with my existing lender Citizens-CCO Mortgage. Closing was Tues XXXX XXXX, 2015. I was told many times that no XXXX XXXX mortgage payment would be needed. 6 days later, on Monday XXXX XXXX, an auto-pay for {$2400.00} was deducted from my checking acct, and applied to the closed loan. The unexpected payment made my checking acct overdraft by {$640.00}. The Loan Officer admitted his error ( that he never cancelled the auto-pay ), and he put in writing that I was due the principle and interest refund. He also said escrows from the closed loan would be refunded in 2-3 wks. On XXXX XXXX, {$2400.00} was wired to my checking acct. ( {$2400.00} is the total of all escrow money held in the closed loan ). The Loan Officer then stopped returning my calls and emails because he focuses on loans, not closings. In XXXX I had 3 meetings with Citizens Managers trying to get my principle and interest returned, but they said no money was owed. The Title Company Manager told me that this problem is common with Citizens-CCO, and that other closings that occurred at the end of the month resulted in customers who were trying to get their " extra payment '' returned too. Then in XX/XX/XXXX the local Citizens people sent my issue up to the Office of the Chairman ( OOTC ) of Citizens Bank. Then I started receiving finance charges due to the overdraft that was caused by the Loan Officers negligence. I reluctantly paid the {$640.00} overdraft funds in order to stop the finance charges from occurring. The OOTC reviewed the situation and in XXXX they said no money is due back because they already sent me the {$2400.00} escrow money. Then in XXXX I supplied documentation again proving I was owed money for the extra payment of principle and interest. Then in XXXX the XXXX replied that they sent me the {$2400.00}, which they now claim was the principle and interest plus 1 days ' worth of interest! So I have 2 letters from the OOTC which directly conflict with each other! If they ca n't figure this out, who can? I wrote to them and asked them to tell me the correct answer because their letters say 2 totally different things, and for the last 2 months they refuse to look at the issue because they say they already addressed it. Frustrating! I have asked for a face to face meeting, I have asked repeatedly for a phone conference to go over the documents, I have great email trails, and documents to prove that money is owed to me. I have spent more than 100 hours working on this, to no avail. I have written nice letters, and I have more recently written stern letters XXXX but always respectful ), trying to get action. I have spoken to experts in the mortgage field that tell me to file a complaint with the CFPB to get action.
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| 06/27/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/XXXX I initiated a $ XXXX online transfer from my Citizens account requesting they debit my XXXX account On XX/XX/XXXX, the funds were debited from my XXXX account.
On XX/XX/XXXX, I received an email from Citizens stating my transaction was canceled and that I should call XXXX to have them return my funds.
On XX/XX/XXXX, I called XXXX but they had no record of why the transaction was canceled and couldn't do anything. I then called Citizens bank on four different occasions to try and resolve the issue. Each time, I got different answers and nobody could explain to me why the transaction was originally canceled. Some of the reasons given were because I had canceled a previous transfer, the transaction was rejected, and I couldn't initiate two transfers on the same day. I was informed there was a hold on my account and since I had called in, they would lift it and the money would be in my account in next 2-3 business days and no later than Tuesday, XX/XX/XXXX. Because of the delay, I had to have a manager called XXXX initiate a separate wire transfer of $ XXXX because I needed the funds by Friday. I spend over 4 hours that day, making multiple calls, being left on hold for over an hour twice in trying to resolve the matter.
On XX/XX/XXXX, I checked my XXXX account and the funds were still not in the account. I called Citizens bank, after being on hold for over an hour, and spoke to a Tech support manager named XXXX. He stated that XXXX had to file a Debit leg error claim in order for me to receive my funds. He stated that the bank that initiated the debit, is responsible to file the claim in order to get my money back into my XXXX account. He stated that the funds were being held by XXXX due to a change in processing funds dating back to XX/XX/XXXX and that it was not Citizens fault that the transaction was canceled. He blamed the issue of XXXX, their third-party vendor. This was the first I heard of this and the process doesn't seem right. I initiated a three-way call between XXXX at Citizens and XXXX at XXXX to resolve the issue. XXXX stated that the debit leg claim that XXXX requested be filed can not be processed because the transaction was not fraudulent or an error on XXXX 's part. Also, XXXX had never heard of a debit leg claim. XXXX had stated he would talk to back office operations and call me back, which he never did.
I am beyond frustrated because it's been over a week since the funds left my account at XXXX and due to an error on Citizens part, they refuse to return the funds, claiming its XXXX 's responsibility. At this point, I am out $ XXXX with my funds floating around in cyberspace and Citizens taking no responsibility for their error, which started with them canceling my transaction without notifying me.
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| 10/24/2022 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
Older American |
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Summary of XXXX XXXX XXXX ( 1 ) I responded to an email from the XXXX XXXX on XXXX XX/XX/2022 ; I had been charged a renewal fee of {$340.00} and had XXXX hours to get a refund.
( 2 ) They tried to do a direct deposit into my Citizens Bank checking account; said a mistake was made and {$100000.00} was deposited in my account. I had, as instructed, logged into my account, and the money was there.
( 3 ) They said if it looked like it came from a business, I would have to pay XXXX XXXX tax on it.
( 4 ) They said I needed to wire out {$99000.00} to an individual in the XXXX, which I did.
( 5 ) I kept monitoring my checking account and it looked OK ; I could see a wire transfer of {$100000.00} coming in and {$99000.00} going out. I also changed my username and password.
( 6 ) A few weeks later, I noticed that the interest payment on my Equity Loan ( which had a balance of about {$16000.00} ) went from about {$50.00} per month to over {$500.00} per month.
( 7 ) Upon investigating this, I found there was an Advance of {$100000.00} on XX/XX/XXXX.
( 8 ) I was shocked, and sure this was a bank mistake. On XX/XX/XXXX, I went to the Citizens Bank branch in XXXX XXXX in XXXX XXXX, PA ( ph XXXX ) to discuss the matter.
( 9 ) The banker agreed with me that the {$100000.00} wire transfer into my account should have nothing to do with my Equity Line of Credit Loan. He filed a fraud claim and told me to contact the Equity Loan people in a few days.
( 10 ) I was sure they would call me and all would be well but they did not call.
( 11 ) Finally, on XX/XX/XXXX, I went into the main Citizens bank in XXXX XXXX, PA ( ph XXXX ). Here I was told that the {$100000.00} advance actually came from my Line of Credit!
( 12 ) I was horrified! I was told to call the number on the back of my debit card and tell them that it was fraud.
( 13 ) I did so, and spoke to someone with Citizens Bank in Rhode Island who informed me that you are not responsible for fraud. I was also told that there was a problem with the way the claim had been filed ; they re-filed the fraud claim and told me that they would have to reach out to the bank in the XXXX. They gave me a reference number and a phone number to call investigations ( Ref : XXXX Ph : XXXX ) ( XXXX ) On Friday, XX/XX/XXXX I had heard nothing, so I called the Investigations number that I had been given. I was told that unfortunately, there is nothing we can do there is no insurance against wire transfers! So, as of now, I am out {$99000.00}!
( 15 ) Question : When I went into the bank to wire out the {$99000.00}, why did the banker not alert me that {$100000.00} had just been taken from my line of credit?
( 16 ) Question : If I am not responsible for fraud, how can the bank tell me there is nothing they can do?
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| 03/27/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Taking out the loan or lease
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Web |
Older American |
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After several attempts to resolve a credit denial based on erroneous information I remain frustrated with the FCPB, XXXX, Citizens Bank, and XXXX XXXX stores so I am attempting yet again to correct this situation.
1. XXXX XXXX stores employees are not trained in sales of financial products such as the Citizens Loans associated with the XXXX XXXX Upgrade Program. After discussing the situation with the manager of the XXXX XXXX XXXX on XXXX XXXX in XXXX PA he recognized the need for further training for XXXX employees as they were not providing customers with factual information regarding the financing associated with the upgrade program. He also admitted that the way the information was provided for credit checks did not give customers a way to ensure the employee was providing the correct information. All information with the exception of the social security number was input onto a handheld device by the employee so errors could easily occur. Moreover the customer did input the social security number but is unable to verify correct input as the numbers were all starred out to protect the customer. So XXXX is not describing the financial product correctly and input is easily erroneous.
Denial by Citizens Bank was based on information from XXXX that is nowhere to be found on my XXXX credit report as none of the reasons ( garnishment, attachment, foreclosure, repossession, judgement or collection ) for denial provided have ever happened to me and do not appear on the credit report provided to me.
Thus either XXXX is not providing me with my correct and valid credit report or Citizens Bank has given them incorrect information to run credit check or just refusing to admit to errors.
Moreover XXXX does not provide a way to dispute this credit check because I did authorize it. But XXXX will not help with correcting the information provided to Citizens Bank.
To sum up I am filing complaints against : 1. XXXX XXXX XXXX for failure to train employees is sales of financial products such as personal loans and allowing customers to verify the information provided as correct.
2. Citizens Bank for refusing to investigate their errors in processing my application either with XXXX XXXX, Citizens One Employees or XXXX.
3. XXXX refusal to investigate how Citizens One Bank was provided this erroneous information or provide me with the credit history that has the incorrect information for dispute.
As of XXXX XXXX my XXXX Credit Score is excellent at XXXX with no public records ( garnishments, foreclosures, attachments, repossessions or attachments ) on the report.
I have worked very diligently to keep my credit rating as excellent and I do not wish to have this error remain on my history.
Thank You for your help with this matter.
XXXX XXXX XXXX
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| 11/06/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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On XX/XX/XXXX I received a notice that my bank account ( held jointly with my husband ) at Citizens Bank was overdrafted. I immediately reviewed my account and found two fraudulent checks cashed on the account. The first was for {$4200.00} ( cashed XX/XX/XXXX ) and the second was for {$1800.00} ( cashed XX/XX/XXXX ). In total our bank account was debited for {$6000.00} in fraudulent transactions. I verified that I still had in my possession the legitimate checks and went immediately to the bank where they filed an investigation and had me sign an affidavit, opened a new account and put a fraud warning on the original account.
We have tried to follow up several times with Citizens Bank to determine when our account would be made whole and we have had little to no help. My husband attempted to reach out to the Loss Prevention group and no one would speak to him. We jointly spoke with a woman in the customer service department on Saturday XX/XX/XXXX that told us that our investigation would be closed on Friday, XX/XX/XXXX and the funds would be returned to our account. That woman was supposed to follow up with us to answer some additional questions regarding Citizens repeated attempts to pay a bill from our account and she never returned our calls so I then went into the branch on Thursday, XX/XX/XXXX and spoke to a local representative. He called the fraud department directly on my behalf and was also told that the investigation would be closed on Friday XX/XX/XXXX and the funds would appear in our account by Saturday XX/XX/XXXX. He even confirmed that he was allowed to relay that information to me. Those funds have still not been returned to us. I followed up this morning with the same local representative who again reached out to the fraud department for us and we are now being told that they won't return our funds to us until they recover them from the banks that cashed the fraudulent checks. My husband called again to customer service this evening and was given the same answer and told that they were allowed to keep our money from us for 8 weeks.
We live paycheck to paycheck and can not pay our bills without this money. Citizens Bank does not deny this was a fraudulent transaction. We have showed them the physical checks which are still in our possession. One of the fraudulent checks does not even have the correct bank account information on it, however they were still cashed. Citizens Bank should not be forcing us to take the penalty on this. We have been promised that the money would be back in our possession by now and they have decided that they'd rather their customer feel the pain than make us whole. Citizens Bank clearly does not value their customer service relationships. They've lied to us and led us on for weeks now.
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| 11/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In accordance with the Fair Credit Reporting Act ( FCRA ), consumer reporting agencies are mandated to rectify or expunge inaccurate, incomplete, or unverifiable information within a stipulated timeframe, typically 30 days. It has come to my attention that XXXX is currently in breach of FCRA regulations, as the company has failed to conduct a thorough examination of disputed information and subsequently eliminate the aforementioned data from my credit report. Instead, XXXX persistently reports information that is inaccurate, inadequately verified, and incomplete.
Upon disputing the accounts with Citizens, it was observed that inaccurate and incomplete information, including but not limited to the date of last payment, reported balances, payments made, and account history, was provided by Citizens. A proper investigation by XXXX would have revealed a recurring pattern of inaccurate reporting by Citizens ' Bank spanning at least six months. Notably, the same Citizens account appeared twice on my credit report for extended periods, with varying account opening dates and balances. It is imperative to highlight that this account, opened in XXXX, is no longer legally valid.
In a recent dispute, XXXX removed one Citizens account from my credit report, which indicated an account opening date in XXXX and a duration of over 16 years. However, XXXX allowed Citizens to renew this aged debt by presenting the second Citizens account with a " no info '' designation for the date the account opened, accompanied by other incomplete information. This renewal of the account, coupled with persistent violations of debt collection laws by Citizens and its predecessors, has adversely impacted me in various ways over the years. These repercussions include hindrances in employment considerations for the year XXXX, imposition of higher interest rates on financial transactions such as my car loan in XXXX, and disqualification for loans or credit cards.
It is essential to note that consumer reporting agencies are prohibited from reporting outdated negative information. Therefore, the continued reporting of this loan from XXXX, which has been charged off and renewed for an extended period, raises significant concerns and further underscores XXXX 's non-compliance with regulatory standards.
Citizens and their predecessors are currently found to be in contravention of the Fair Credit Reporting Act ( FCRA ) as they serve as furnishers of information to consumer reporting agencies. Notably, they are supplying data that is incomplete, inaccurate, unverifiable and includes negative information that has become outdated. The provided information has not undergone adequate and sufficient validation processes, raising concerns regarding its legal collectability.
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| 01/13/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Payday loan
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- Credit monitoring or identity theft protection services
- Billing dispute for services
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Web |
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On XXXX XXXXXXXX XXXX, I was approved for a loan by Citizens XXXX to cover the cost of items I personally purchased from a merchant by the name of XXXX XXXX. Days later, I received my order from XXXX XXXX, but I noticed that some of the items were missing so, therefore, I decided to contact the merchant, XXXX XXXX to receive credit or get the items missing to be shipped to me again. XXXX XXXX, never issued a refund to my account, and the missing items were never delivered to my address.
On XXXX XXXX, XXXX, I received a notification that my account with Citizens Pay was closed due to fraud and identity theft. I immediately contacted Citizens Pay, and a customer representative by the name of XXXX informed me that XXXX XXXX, had reported my account as fraudulent and he informed me that I should dispute this issue with them. I spend close to 45 minutes on the phone with XXXX XXXX and they informed me that Citizens XXXX had flagged my account for fraud and identity theft and that I should have contacted Citizens XXXX and not XXXX XXXX.
After another XXXX minutes on the phone with the same representative from Citizens XXXX, XXXX, then informed me that I had to send an email to XXXX in order to get this matter investigated. I wish he would have informed me of this and not been so dismissive when assisting clients. Nonetheless, I inquired into the reason why my account was flagged for fraud or identity theft if I did not report it as so. A manager by the name of XXXX from Citizens XXXX, also instructed me that I should email them, and she did not know why my account was flagged for fraud.
I never reported fraud on my account, nor did I file an identity theft on my account with Citizens XXXX. Thus, their erroneous information caused the credit line I had with Citizens XXXX to close and my credit score to drop as a result of their erroneous information.
Please be aware that I did purchase the items from XXXX XXXX, my only dispute with them was that I was missing items from my original order and I was never given any credit for those missing items. In addition, Citizens XXXX incorrectly coded my account as fraud and their negligence caused my credit score to drop and for my credit report to contain false information which is a violation of the FCRA.
I attempted in good faith to resolve this matter with both Citizens XXXX and XXXX XXXX, but both companies just kept bouncing my call from one representative to the next.
I want Citizens XXXX, to reimburse me for the missing items I did not receive from XXXX XXXX and to correctly report to the credit bureaus that my account should have been in good standing and not have been closed since there was no fraud or identity theft incurred with my credit file or my account with Citizens XXXX.
|
| 10/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I submitted a complaint to CFPB on XX/XX/ regarding the gross miscalculation of my escrow by Citizen 's Bank. The Complaint number is : XXXX. I spoke to XXXX XXXX XXXX with the Office of the Chairman of Citizen 's Bank on XXXX XXXX XXXX who contacted me to speak to me about the complaint. She was very receptive and advised that she would be investigating the matter regarding my escrow account. I also told her that I had not yet received the {$11000.00} in surplus escrow that was due to me because of the gross miscalculation and she advised that checks are usually mailed out within 10 business days. On XX/XX/, I received an email notifying me that the {$11000.00} has been applied to my XXXX XXXX XXXX mortgage payment. I did not authorize this and no one at Citizen 's discussed applying this payment to my mortgage. Because of the gross miscalculation of Citizen 's Bank of the escrow calculation, I have suffered extreme emotional and financial distress. Now this distress is compounded by their application of the {$11000.00} owed to me and unlawfully withheld from me in addition to failing to pay interest on this money. I was anticipating using this money to pay other bills that I am behind on paying due to Citizen 's gross miscalculation of my escrow balance. When I contacted customer service to discuss the reason why the funds due to me were applied to my mortgage payment without my authorization, I was told they could not discuss this matter with me since I have a pending complaint. Their failure to disclose the reason these funds were applied to my mortgage without my authorization and their failure to disburse the funds that have been unlawfully withheld from me appears to be retaliation of me submitting the complaint to the CFPB on XXXX XXXX XXXX
I submitted a complaint on XXXX XXXX XXXX whereby I described the aforementioned unlawful activity by Citizen 's Bank. The complaint number is XXXX A day after I submitted this complaint, I received an email notifying me that it had been closed because it was considered a " duplicate '' complaint. I was notified by a representative with CFPB that Citizen 's Bank closed complaint number is XXXX
This is not a duplicate complaint. Instead, it is related to the XX/XX/XXXX complaint. My new complaint is failure to disburse the escrow monies to me. I also contend that this failure is in retaliation of me submitting the XX/XX/XXXX complaint. Citizen 's Bank 's closure of complaint number XXXX is further evidence of their retaliation of me speaking out about their unlawful activity in failing to reimburse me for surplus escrow. If this complaint is also closed by Citizen 's Bank, this will be further evidence of their retaliation. I will not be silenced or intimidated by this Bank.
|
| 07/02/2017 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Managing an account
- Deposits or withdrawals
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Web |
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In XX/XX/XXXX, my XXXX years old son was injured. Settlement was reached with insurance company, and I was assigned a manager of my son 's estate until his emancipation in XX/XX/XXXX. I have chosen to open a Call CD ( joint, under both my son 's and my name ) with then Charter One Bank in IL. It was a 60-month Call CD. It matured twice, in XX/XX/XXXX, and XX/XX/XXXX. In XX/XX/XXXX I changed the length to 20 month, to gain better return. This CD would mature a few times, with closest to my son 's emancipation on XX/XX/XXXX. Initial CD agreement required me to have a clause stating that the funds would not be available for withdrawal unless a court order allowed, OR NO FURTHER COURT ORDER WOULD BE NEEDED once my son would emancipate ( in XX/XX/XXXX ). In XX/XX/XXXX, Charter One Bank completely moved out of IL, and this CD. Closest branch would be in XXXX, OH. In XX/XX/XXXX Charter One Bank became Citizens Bank. In XX/XX/XXXX, I have received a typical notification that the CD would mature on XX/XX/XXXX. I called the bank 's toll-free number in attempt to close the CD and move the funds into a checking account. This way, my son would have a nice present at his disposal for his XXXX Birthday. What I learned during the call was that the CD was " frozen '', and required a court order to unfreeze the funds. I knew this was not the case, and asked to find out why and when the change happened. In the meantime, the CD rolled to another term, with only 0.03 % APY ( due to us being out-of-area ). What I was told later, the type of CD with Citizens Bank was " Guardian '' and did require a court order to release the money. I know this was not supposed to happen since I was the one opening the initial Call CD with Charter One, and it was not a " Guardian '' account. Citizens Bank over the phone advised me to visit a branch, explain the situation, and a branch manager would be able to override the freeze. I did visit a branch ( made a detour while on a road trip ), but was told " the account is frozen, and a court order was needed ). I am upset that the whatever change happened to the account prevented me surprising my son with some money on his XXXX birthday. I am upset having spent at least two work weeks time trying to resolve the issue. I am upset the money was taken out of state, thus making it difficult resolving issues remotely ( again, closest branch is XXXX-XXXX miles away ). I am upset the money is held with almost no return, and with no reason at all, without even letting me to reinvest with them on better terms. I am upset the Bank have not held to the terms of original contract we both signed at the time of initial account opening in XX/XX/XXXX. I am upset for my now adult son for not being able to use his money for his needs.
|
| 07/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I lost my second income during the pandemic and my spouse left me. This caused a drastic change in my finances. I called and was placed on a forbearance plan sometime early last year. Of note, there was no mention that when I did a forbearance all of the missed payments would come due at once. I had no idea. This is on me, but it would have been nice for the loan servicer to be proactive in stating that. Also, of note whenever you speak to loss mitigation you are transferred to a new department and the workers never understand what I need or how to help me, even though the previous department understood clearly.
When my forbearance ended and I realized I had to pay the full amount I applied to have my payments moved to the end in a balloon payment. No other options were presented to me and I didn't know to ask for anything else. This was " approved '', but has been ongoing for 9 months. I was told to resume making my monthly payments or have late charges assessed multiple times, including on XX/XX/2021. Other times you are told you are in forbearance and will not have late fees or negative credit impacts by missing the payment date by a few days. For instance, I had to spend all day trying to find {$200.00} to make todays payment ( XX/XX/2021 ) as I was told I would have a late fee of XXXX and be reported to the credit bureau at the end of the month. I also spoke to one customer service representative who told me I did not have any other remedies as I had already accept the first loan modification. Again, this was not explained to me. I knew I was asking for a balloon payment, but I did not know that I was barring myself from other assistance. When I called today, like often occurs, I am told completely different stories. What obligation do these companies have to provide accurate information when the only access you have to the companies are through their own hired representatives. Today I was told I could ask for loan modification for interest rates, payment amounts, loan lengths, etc. even though yesterday I was told that was not an option. I am transferred again to loss mitigation who tells me I can't do anything because my loan is not current. I have now made 5 monthly payments in 2021. Why is my loan not current? The only reason it is not current is the company " has to process it on their end. '' I would love for it to be current so I could move forward with payment and exploring other remedies, but they have held me XXXX in this limbo for months.
Now my payment has gone up {$500.00} a month due to my escrow account. I need to work on interest rates, loan terms, etc. but I can not. If I can not pay the loan hardly as it is, it's wild to think they can increase payments by 17 % and that I could pay that.
|
| 12/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I own a small business : In XXXX my friend and I purchased a commercial 4 bay garage. I needed this space to store inventory for my business. My friend wanted space to store a classic car. We had problems finding insurance for this property because it was listed as commercial but we did not have business hours at this location. I reached an agreement with my business insurance agent to insure this property as part of my business policy.
In XX/XX/XXXX my wife and I signed a purchase agreement for a house in Florida. I applied for a mortgage from Citizens bank. My wife banks at a credit union and I have my personal and business checking accounts at Citizens. My wife and I also have our 401K accounts at Citizens.
I wanted to close my 401K account and use this money for a down payment on the Florida house. Citizens could not transfer this money between my 401K and my checking account so I was issued a check that I deposited into my checking account.
Citizens would not approve my mortgage request based on the following : I could not prove the large deposit in my checking account. I deposited a Citizens check into a Citizens checking account.
The underwriter was using my garage against me. I was sent a document that had the following questions.
Did I own this property free and clear? Answer : I own the building with XXXX XXXX.
How was this building insured? The Loan officer was calling my insurance agent. My agent refused to talk to the loan officer.
Are the condo fees paid for on this building? Answer : There is not a condo association for this garage.
This underwriting department is fixating on a garage that is being used as a storage locker and is paid for. The taxes are current and the property is insured.
The underwriter also wants evidence that I lived at an address on XXXX XXXX in XXXX, PA. Answer : I have never lived in XXXX . XXXX XXXX lives on XXXX XXXX.
Underwriter is looking into a credit inquire from XXXX. Underwriter needs a billing statement from XXXX. Answer : I changed cell phone companies in XX/XX/XXXX. XXXX has me enrolled in auto pay. My bill is automatically charged to my credit card each month and I do not receive a bill from XXXX.
The underwriter wants a signed lease for the Florida property between me and the tenant. WHAT LEASE? WHAT TENANT?
These four issues are keeping me from getting a mortgage that I have a 40 % down payment for. This bank has me backed into a corner. I am going to lose my {$5000.00} down payment. I have a $ XXXX annuity that I purchased through Citizens Bank. My wife has $ XXXX in her Citizens 401K and we have over 100K in cash to use for the down payment for a {$230000.00} purchase.
I thought I was a great risk for the bank. The bank was a risk for me.
|
| 02/26/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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I have tried now for months to handle this on my own. I have gone to Citizens bank and they don't even want to sit down with me because the account is closed. I tried XX/XX/XXXX and again in XX/XX/XXXX and XX/XX/XXXX. I have also called numerous times same dates because I would go into the branch they would give me number because, " they were unable to help me '' and I was on the phone for hours transferred to multiple times all while getting no where. Then one day recently XX/XX/XXXX I called to be transferred to 6 representatives when I finally got a nasty man XXXX XXXX agent number XXXX. That was a 4 hour conversation where I was transferred 6 times and they said there is nothing they can do because the account is in my name and closed.
Back in XXXX I started working for XXXX XXXX, owner of XXXX XXXX XXXX and XXXX XXXX XXXX, in XXXX XXXX. I was doing mostly office work helping him collect on past due accounts, I was in charge of payroll, ( Which never happened ) scheduling and sometimes I would go out into the field for estimates or to do work. He had mentioned to me that he was going to add me on the " XXXX Bank account '' and make me a signer because we were getting into situations when he would want me to write checks and I told him I can not because it is not my account. Then one day in XXXX we went into a XXXX bank and we did just that, made me a signer. I made it clear on multiple occasions I just wanted to be a signer. That day when I was added XXXX account was already negative, I said this seems like a bad idea I don't want to go on this account as a signer when it is negative. He said a customer had written him a check and it will be handled. I believed him.
Now fast forward to XX/XX/XXXX I have never written any checks out of that account nor did I ever have a debit card with my name on it. My issue is this was his account it is negative because of his negligence not mine. I had a XXXX XXXX XXXXXXXX account for 19 years which now is closed and purged because XXXX XXXX wrote and deposited checks into my account and they were bogus. I have already filed charges against him and had to get multiple police reports because this man stole my identity and ruined my life in just under a year. He is now being held at the XXXX XXXX XXXX XXXX where he is facing multiple larceny, stolen identity, and forgery charges.
I need help resolving this issue so I can begin to get my life back. When I met him I had an XXXX credit score and the same bank account for 19 years. My credit score is now under a 5 and I am unable to get a bank account because of him. He also opened a XXXX account in my name which had multiple checks deposited and it was left negative and purged. He opened that without any of my knowledge.
|
| 05/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
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In early XX/XX/XXXX, I submitted refinancing loan applications for two properties ( Cottage 1 and Cottage 2 ) with Citizens Bank, which holds the existing mortgages on both properties. I paid for {$480.00} each for appraisals on both properties. The applications were taken by Mr. XXXX XXXX, a Citizens Bank representative. After submitting all the necessary documents needed for the application process on both loans, I waited to hear from Citizens. I received occasional emails from Citizens asking for more documents, which were provided in a timely manner. I also exchanged emails with Mr. XXXX on several occcasions regarding the status of the loans. I have 2 other properties ( not the ones being refinanced ) which were in forebearance, and mentioned this to Mr. XXXX. I was advised by Mr. XXXX that it did not matter that it would be ok so long as the loans in forebearance were not the ones being refinanced. After several months of not hearing from Citizens, I contacted a Ms. XXXX XXXX, in Rhode Island, a Citizens loan officer, who advised me, by email, that the underwriters had approved the loan and that they were working on getting an approval letter sent to me. Sometime in XXXX, I received an email denying my loan on Cottage 1. The denial letter was not very specific, so I called Citizens and spoke with a Mr. XXXX XXXX XXXX ( XXXX ). He advised that the loan was denied principally because two of my other home mortages were in forebearance, and stated I had to get out of forebearance and have three months mortgage payments made on said other properties since then to qualify for the refinance. I advised MrXXXX XXXX that the loans had been removed from forebearance since XXXX, and that payments had been made for two straight months. He advised to pay off the third month ( XX/XX/XXXX ), and then I could reapply. He said he would discuss the matter with Mr. XXXX to see what could be done. I informed Mr. XXXX that had Citizens informed me before the denial of this contingency, I could easily have cured the defect and we could have avoided a denial. Since then and to date, I have heard nothing more from either Mr. XXXX or MrXXXX XXXX as to the refinancing application for Cottage 1. As to the refinancing application for the Cottage 2 property, I have heard nothing at all for about 3-4 months. I have not received a letter of denial, nor whether it is still being processed. Yet, I paid for an appraisal fee but have received nothing but silence from Citizens regarding Cottage 2 application, nor what has happened to my desire to continue with the refinancing application for Cottage 1. I have complied with all that Citizens has asked of me and yet I receive no feedback or information from Citizens on both loan applications.
|
| 11/13/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
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***Please see XXXX CFPB Complaint - XXXX XXXX ; as the formatting of the complaint is not retained in this 'box '. *** XX/XX/XXXX I am concerned that I am being treated unfairly, with regard to a personal matter on my Citizens checking account in XXXX, due to my affiliation with the financial industry. I currently have derogatory reporting on my credit report from a XXXXXXXX XXXX XXXX and I am convinced this is due to a bank error by Citizens. I have attempted to work with Citizens and XXXX since XX/XX/XXXX, to have this corrected. XXXX has agreed to correct the matter, but Citizens has been less than helpful with resolving this issue.
I am attaching documents showing my interactions with Citizens and XXXX between XXXX and XX/XX/XXXX. The last interaction I had with Citizens was a phone conversation with assistant manager, XXXX, where I was informed that there would be no further review of my concerns ( since the previous colleague researched the matter ). She also advised that my request to have the {$20.00} return fee, that I was assessed from this issue, refunded was denied.
1. Why am I being told that it is not possible for the employee who worked my case to have made a mistake, when their job is to help customers resolve complaints and potential errors? Also, I was provided with 3 different response letters and all of them contain inaccurate and incomplete information, as well as typos and grammatical errors. In my opinion, if a thorough review was completed, couldnt those type of mistakes be avoided?
After I provided the letter dated, XX/XX/XXXX, to XXXX they denied my request due to Citizens saying I reported the transaction as UNAUTHORIZED. This situation has been extremely frustrating and I would just like to get it resolved. I informed the Bank, multiple times that I AUTHORIZED XXXX to debit money from my account, but they took out the wrong amount.
2. Why does the definition of XXXX XXXX, on the CFPB website, have the below definition of an unauthorized transfer, but Citizens has a different interpretation?
The transactions appeared to be separate complaint types when I was entering this complaint on the CFPB website.
Per XXXX XXXX, on that is not the case. ( m ) Unauthorized electronic fund transfer means an electronic fund transfer from a consumer 's account initiated by a person other than the consumer without actual authority to initiate the transfer and from which the consumer receives no benefit.
***I am providing the link to the CFPB website, which contains the information about EFTs. https : XXXX Please note, the aforementioned link is for the version of XXXX XXXX, that was in effect from XX/XX/XXXX, to XX/XX/XXXX, which covers the period when this situation occurred.
|
| 06/03/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Summary : We went to Citizens ' Bank for a mortgage to buy our first home. The Mortgage Loan Officer initially promised us a 4 % mortgage rate. After we agreed to it, he later said the best he could get was a 4.125 % rate and that he would lock us in at that rate. After that, less than 4 weeks before the closing date, he said that he had not locked us in at 4.125 % and that he could only get us a 4.25 % rate.
This was a bait-and-switch, as he twice clearly promised us a lower rate only to re-neg on it as we got closer to the closing date of the home purchase.
Chain of events ( all dates in 2017 ) : XX/XX/XXXX - My wife and I get a pre-approval from a Citizens ' Bank Mortgage Loan Officer ( MLO ) to make an offer to purchase a home. The pre-approval rate is 4.125 %, but the officer says he is sure he can get us 4 %.
3/6 - Our offer is accepted.
XX/XX/XXXX - We send the MLO all requested documents to process the loan.
XX/XX/XXXX - MLO calls and informs me that he could not get the 4 % rate he said he was sure he could get, and that he could get us a 4.125 % rate with some lender credits to make up some of the difference. We decide to continue with the mortgage process. XX/XX/XXXX - Bank sends us a letter stating that our rate will be 4.25 %. I emailed the MLO to ask what happened, as he had previously said he had locked us in at 4.125 %. He said that he had been unable to get the 4.125 % with my credit history ( which is excellent, my credit score is 750+ ).
XX/XX/XXXX - MLO asked for my wife 's credit history to see if that would get us the lower rate. He later emailed saying that her credit history would definitely get us the 4.125 % mortgage.
- This should n't have been necessary, as he told us that he had locked us at 4.125 % without my wife 's credit history, but we continued because the closing date ( XX/XX/XXXX ) was approaching soon and we did n't want to switch banks.
XX/XX/XXXX - Over email, MLO again confirms that we would be getting the 4.125 % rate.
XX/XX/XXXX - MLO asks me to change my wife 's status on our credit card from " Authorized '' to " Joint ''.
XX/XX/XXXX - MLO asks for my wife 's XXXX and XXXX W2s. We provide them.
XX/XX/XXXX - MLO emails and says that he was unable to get the 4.125 % rate that he had promised and that we would have to take a 4.25 % rate. The closing date was scheduled for XX/XX/XXXX , so this was just under 4 weeks before the closing date.
After this, I complained to the branch manager, asked the seller to move the closing date back and began negotiating with other banks. Based on the above chain of events, I did not trust the Citizens MLO to accurately give me a loan rate, and we finished the mortgage with a different bank.
|
| 07/06/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
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|
My XXXX online savings account was sold to Citizens and transferred in XXXX, XXXX. I went to the XXXX, VT branch of Citizens bank to close the account on XX/XX/XXXX and I received the full balance and was told the account was closed.
However, I continued to receive statements and emails from Citizens about fee waivers expiring and such. I returned to the branch on XX/XX/XXXX and was told the account was terminated.
On XX/XX/XXXX I received an email from Citizens reminding me about fees ( fees were mentioned XXXX times ). I returned to the bank on XX/XX/XXXX and was told the account could not be found and to call customer service. I was unable to reach a person at customer service. I returned to the bank again on XX/XX/XXXX and was now told repeatedly the account, which could not be found the day prior, was closed and they had no idea what the fee reminder email was about or who sent it ( I brought printouts ; see attachments ).
On XX/XX/XXXX, the branch manager XXXX XXXX XXXX ) repeatedly REFUSED to provide written confirmation that the account was closed ( " We don't do that '' ). I am deeply alarmed by this.
Lastly, on XX/XX/XXXX I mailed from XXXX, VT ( XXXX ) a written request for confirmation of account closure to both the XXXX, VT branch and the central customer service center of Citizens in XXXX, RI. The letter to RI has been received, while the letter to XXXX, VT has had a delivery exception. I have not yet received a response.
The account should be closed, but the XXXX, VT branch will not provide written confirmation and I continue to receive emails indicating to me it is open. Therefore, I believe the account is still open with a balance of {$0.00} and that I will start accruing " maintenance fees '' which may harm my credit. Out of fear for this, and due to their refusal to confirm closure on XX/XX/XXXX, I am submitting this complaint to the CFPB.
I never agreed at any moment to be a customer of Citizens Bank.
Attached are the following documents : 1. Scan of welcome letter from Citizens detailing my XXXX account transition to Citizens.
2. A copy of an account statement from XXXX - XX/XX/XXXX showing a balance of XXXX.
3. A screenshot of an XXXX XXXX XXXX internet alert showing Citizens changed the account holder on XX/XX/XXXX. This is 40 days after I closed the account.
4. A copy of the email from Citizens on XX/XX/XXXX showing that fees will be starting. Fees are mentioned XXXX times.
5. A copy of my XX/XX/XXXX letter requesting written confirmation of account closure. This letter was sent to both XXXX, VT branch and the central customer service center of Citizens Bank.
6. XXXX receipt and tracking numbers to show written request ( attachment 5 ) was mailed on XX/XX/XXXX.
|
| 11/28/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
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On XX/XX/XXXX and XX/XX/XXXX I received XXXX XXXX transactions to my checking account of Citizens Bank, one for {$500.00} ( XX/XX/XXXX ) and other for {$100.00} ( XX/XX/XXXX ) a total amount of {$600.00}, the purpose of that was to pay off some overdraft fees of {$140.00} and make moves on that account that I didn't use for a long time. Those transactions were supposed to be posted on the account on XX/XX/XXXX, but instead of that on XX/XX/XXXX Citizens Bank closed my account to charged off the overdraft fees and they deleted the two transactions from my transaction history. I went to the Citizens Bank branch on XXXX XXXX XXXX, XXXX XXXX, MA XXXX on XX/XX/XXXX to try to make an withdrawal and the teller notified me that the account was closed, when the account was open on that weekend that I received the transfer. I made a check to pay off the fees and I gave it to the assistant branch manager but this check wasn't send to the recovery department, alleging problems with the internal mail, so this person returned to me the check, more than week later on XX/XX/XXXX I payed off by phone the fee {$140.00} with my debit card to the Citizens Recovery Department, but the situation is that nobody knows what happened to the {$600.00} or where it is.
I trayed to resolved it at the branch of Citizens Bank, but any of the options that they gave me works and nobody of the internal department that they trayed to contact none were helpful : XXXX They told me to contact the person who sent the money to put a claim on her bank, we did it but the bank ( XXXX Bank ) says the money were sent and can not be revoked ( I have a copy of the case summary of the claim ). It's means that the money wasn't returned to the sender.
XXXX They told me to put in contact with XXXX but it says that all transaction made by the back mobile app have to be checked with my financial institution, in that case Citizens Bank XXXX
I've been trying to resolve this situation with Citizens Bank by the most polite way posible, I feel disappointed and I don't trust in this Bank anymore, as a customer I feel robbed. Also, they didn't pay to much attention to my situation even I gave to them all the prove of documentations that prove my account was open on the date of the transactions : -I have XXXX emails from Citizens Bank that prove that the money were deposited on the account.
-A letter from Citizens Recovery Department dated on XX/XX/XXXX the same day that the transfer supposed to be posted on the account.
-I have a copy of the case summary of the claim that the sender put on her bank.
- I have a copy of the check that was returned, and the email confirmation that I payed off the overdraft fee of {$140.00} to Citizens Recovery Department.
|
| 10/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
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I originally had a XXXX checkings account in the United States. However, XXXX closed their operations and my account was transferred to be managed by Citizens bank ( it was transferred apparently in 2022 ). My old account with XXXX did not have any maintenance fees but the new one with Citizens has THREE fees- {$9.00} monthly maintenance fee, {$5.00} service charge account fee, and a {$3.00} service statement delivery charge. These fees total {$18.00} each month. Citizens has been charging my account these fees since XX/XX/2022 ( in total {$90.00} ). They DID NOT tell me at all of these fees nor properly notify me. These fees are clearly predatory in nature. The service statement delivery charge - charges me for statements in the mail ( without asking me for my updated mailing address ), they didn't even try to do paperless which is free. The monthly maintenance fee requires that I do a deposit and withdrawal from my account at least once per month. I don't know many people who visit the bank that often - especially when we are STILL in a pandemic with COVID going on ( they did not even offer me mobile banking either ).
For one, they told me that they notified me by mail - however, I have not been receiving the mail correspondence for two reasons. Citizens did not ask me to update my contact information - thus they did not know my updated mail address. I have been in the hospital multiple times this year due to severe health issues and in the time I do not stay in the hospital I have been staying with my sister who has been taking care of me.
Thus, I did not receive proper correspondence - no one bothered to call me or try to notify me XXXX XX/XX/2022. I received a call asking me to update my contact information and that I was being charged fees. I was so shocked - how can you wait 8 months to ask someone to update their contact information, and charge their account for so many months without asking for their permission for the specific account type or let them know about the fee structure.
I went into the physical branch as soon as I received that phone call and they printed out the fees for me to see ( I've attached the paper they printed out for me ).
The fees are leeching in nature, fraudulent and Citizens bank did NOT take any proper steps to ensure customers knew of the transfer and of the account type + fee structure. I did not know about this at ALL nor would I ever agree to this type of fee. I want these fees refunded to me and I NEVER want to work with Citizens bank after this experience.
Given I was an account that was transferred to them Citizens did not take the proper transfer steps and instead implemented predatory fees to take advantage of these customers who were not informed.
|
| 06/18/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
Shame on you CFPB for thinking an answer from Ms XXXX XXXX, Office of the Chairman who lied and/or reflected incompetence was a suitable response.
Ms XXXX, I feel purposefully misrepresented herself in her response. She claims that said that some of these charges were duplicates. I NEVER SAID THAT.
So ... let 's try this again. And you need to hold Citizen 's accountable.
Disputes at Citizens Bank were not handled properly. All 3 disputes were denied, 2 claim numbers, but 3 disputes total. // There is no way to contact Citizen 's disputes department. I received 1 call from a private number, so of course I didn't answer ; from XXXX man with thick accent, claiming to be a Citizen Bank employee, telling me in an indifferent scripted tone, without any reference to a claim numbers, that " services were rendered ''. THIS IS FALSE. They aren't even all services.// After resubmitting my disputes I was told I would received 2 calls from disputes since there are 3 disputes and 2 claims numbers. I only received 1 call/ voicemail from a private/restricted number. What bank doesn't have a real claims department to contact? // Claim " A '' number XXXX totaling {$71.00} = 2 items. ITEM # 1. {$58.00} XX/XX/2021 is counterfeit XXXX XXXX makeup from an XXXX store offering money back guarantee. They REFUSED to give me my money back and now claim I am beyond the 30 day guarantee. At the time I was sick with XXXX XXXX. Scam XXXX store is called XXXX and is not related to the national chain XXXX cosmetics in any way, which I recently learned. As of XX/XX/2021 I learned this store is now closed for its scams. XXXX KNOWS I WAS SCAMMED AND REFUSED TO REFUND ME. CITIZENS BANK KNOW I WAS SCAMMED AND REFUSED TO REFUND ME. ITEM # 2. {$12.00}. A company to boost my social media followers sold me profiles of children in 3rd world countries. Claim " B '' number XXXX {$140.00} XX/XX/2021 XXXX purchase XXXX XXXX XXXX The employee dyed my hair a dark shade of blue. I wanted platinum blonde. She put too much blue in the toner and walked away from me. Normally I do my hair myself and told her to be careful not to dye my hair blue, which she proceeded to do. Due to XXXX XXXX XXXX I sought her assistance. She then cut, without my consent, my hair short due to my hair then being dark blue. I asked for the manger to call me and to date the manger has refused to do so. I made disputes with Citizen Bank. I refiled the disputes. The dispute department refused to allow contact or to even acknowledge the claim numbers upon 2nd dispute. I emailed XXXX whom to date has not responded back. I made them aware they are now part of my complaint to you. Please assist and hold Citizens Bank accountable to protect its consumers.
Thank you, XXXX XXXX
|
| 06/25/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
We closed on our VA mortgage in XXXX of XXXX. For background purposes, our mortgage servicer did not pay our taxes in XX/XX/XXXX nor did they pay them on XX/XX/XXXX. Prior to our paying of our taxes on XX/XX/XXXX, no agency paid our taxes. On XX/XX/XXXX of XXXX, we received a notice from our town tax collector that taxes were past due and that due date was XX/XX/XXXX. I immediately that same day paid those taxes and they were all the taxes that were due for our home. There were no back taxes paid or due, then or now. Next taxes due on the home will be in XX/XX/XXXX. No taxes are due until then. We submitted the receipts for the taxes that we paid to our mortgage servicing company to get a refund from our escrow account. After much struggle and a lot of disinformation from them, we finally received our money back. However, now the mortgage servicer is stating according to RESP regulations they must collect more escrow money to pay our taxes due in XXXX of XXXX. They state that due to a 3 % tax break being offered by our town they must pay it earlier than the due date. Again taxes are due on XXXX XX/XX/XXXX, not before, and this is the date we choose to pay them on. Although I asked for the RESP regulation they were basing their decision on, their representative could not provide it for me. So we researched it and found a RESP regulation that they may be referring to, 1024.17 ( d ) ( 2 ) ( 1 ) ( A ) to have us pay earlier than the due date. We feel they actually violated this same regulation by not complying with it and also 1024.17 ( c ) ( 2 ) were they did not produce an initial escrow analysis that they followed. Also, in the same regulation part K, we put in writing we do not want taxes paid in advance because we cant afford to pay them early. In fact paying them early increases our mortgage some {$140.00} which will jeopardize our ability to even pay the mortgage at this higher rate. So basically the mortgage servicer is now wanting to collect {$1300.00} in what they claim is escrow deficiency to save us roughly {$52.00}. So either they did not do an initial escrow analysis or they did and now in the second year of the mortgage want to change it completely around so as to do us harm. They also in our opinion are purposely dragging their feet so they can cause an escrow deficiency by paying our taxes early in XXXX of XXXX before we can hopefully get them stopped from doing so. There is no shortage if they pay on the due date of XX/XX/XXXX. So a deficiency is what we want to prevent. I am an XXXX XXXX Veteran and my spouse is on a fixed income. So in doing this it would jeopardizes our ability to pay our mortgage, ruining our excellent credit history and putting us out on the street in the process.
|
| 08/31/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I obtained my annual credit report XX/XX/XXXX. Upon reviewing I noticed I have 30+ inquiries that are affecting my score. I have been car shopping for the past few years but never would have thought this information would have been shared with whomever they wanted ... ... ... I will list these below. I first called XXXX today XX/XX/XXXX who gave me the protocol to request to have these inquiries removed. I then attempted to call the next group of creditors that had access some how to my report, XXXX-store cards?? I called and spoke with a rep who failed to tell me I was speaking with the fraud department. After speaking with her I explained why I was calling. All I requested per XXXX was an inquiry deletion letter. She proceeded to repeat to me all she could do is file an investigation for identity theft, that is the only way for these inquiries to be removed. She stated I would need to contact the credit bureau for further information as that is all that they could do. I then asked her if she could give me a date as to how long this would affect me and all she kept repeating was sorry we do not have a time frame to again call the credit bureau. I then again called XXXX and this time spoke with a supervisor and he repeated the same protocol. I explained I am aware but what am I suppose to do now ... ... .he stated to obtain a police report for proof they could not give me the inquiry deletion letter and submit this to them to then be reviewed to see what they could do???? I believe this is unnecessary as I am trying to buy a house and I can not even get the first group of inquiries deletion process started as no one neither the company nor the credit bureau can help me!!!!! How can any of which hold my information but not assist me? PLEASE HELP! _____________________________________________
Auto Dealers? XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX XXXX XXXX XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX,XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX Citizens One XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX
_____________________________________________ XXXX XXXX XXXX XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX XXXX XXXX XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX XXXX XXXX XX/XX/XXXX,XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX,XX/XX/XXXX
|
| 10/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
On XX/XX/XXXX at XXXX pm est I tried to login on to my account to pay my bill the bill is due the XXXX of each month and since XXXX myhusband and I have been out of work due to covid we have been doing all we could to avoid the 30 day late mark on our credit each month I called explaining our situation and Citizens waived our late fees to day in particular when trying to log on the site was only giving me a payment post date of XX/XX/XXXX which would cause a negative report on our credit. As soon as seeing this I tried calling on my landline the wait was 30 min finally after holding get hung up on. Called back to another number after holding 9 min spoke to rep XXXX to see if there was anyway I could use a payment method to reflect payment post date of XX/XX/XXXX he advised he could submit with todays date but wont post until XX/XX/XXXX and he is not sure how this reports on my credit. I asked him to please get clarification as I needed facts as we are in the middle of refinance due to covid and not being able to afford mortgage payments and could not have a negative credit report. he said he spoke to his manager XXXX who advised that's the best they could do if it reports call there credit department! They do not know how the reporting office works. I am beyond frustrated as well as there is no disclaimer on the site advising cut off dates for payments to post! I made the payment on XX/XX/XXXX at XXXX but yet it had me use a post date of XX/XX/XXXX this is totally unfair Please delete the negative mark. I will be signing up for auto pay to avoid this from happening in the future I start a job on XX/XX/XXXX we have had no issues until now. And we really need to be able to refinance our home to avoid being homeless times have been VERY VERY hard and we are committed to getting things back right. Please help!
Sine this i do see now they have the payoff cutoff time listed on their help section not on the payment screen. I also have an email confirming the date of XXXX payment and also a screen shot from there onsite message center where the rep advised me my XXXX payment would cover my XXXX payment. On XXXX the office of the chairmen contacted me and said there was nothing they can do since the payment would reflect 31 days. This is unfair business practices and i have screenshots of the payment page as well where there is no cur off time listed the payment page. due to covid my husband and i have been out of work trying to keep up with this payment as best as possible. We are trying to refinance our home and now this negative mark is hindering us going forward this shoul dnot be because i paid on the XXXX and they are saying because it was past there XXXX hour mark there is nothing they can do
|
| 07/13/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
Older American |
|
On XX/XX/XXXX I opened a savings account with Citizens Access, they were endorsed by XXXX as having a good rate. I Initiated funding from my checking account and my savings account. Citizens stated the transfers would occur in 2-3 business days, it took 6. They took it from checking, stated they could not take it from savings ( no reason why ) so I transferred it from savings to checking so it could be sent from there. 6 days later, I'm checking status, my access to the account is blocked stating I need to fund the account. I start making calls to XXXX, the only option provided. I called several times over several days, no answer while waiting repeatedly for 30-40 minutes at a time. Meanwhile I still can not access the account online, repeatedly blocked and being referred to XXXX number. I decide I don't want my money with them. on the XXXX I finally get a hold of manager XXXX who states he will submit a request to close the account and I can expect my funds to be returned by the end of following week, no later than XXXX. After speaking to him I realized my failure to recall the second transfer, thought they took it without authorization, may have caused confusion ) XX/XX/XXXX, the money was not returned to checking, I tried to transfer the funds myself and the action was blocked. XX/XX/XXXX I speak to a rep who stated a " hold '' was placed on the account the day after XXXX promised me account closure. No reason was given, she said I had to call the following morning and request to speak to the " back office '' to find out why. XX/XX/XXXX XXXX I called, spoke to XXXX who stated that person misinformed me, I could not speak to the account specialists at all, yes there was a hold, no, there is not a reason. She put in an action # XXXX whatever that's supposed to mean. XX/XX/XXXX I call to check status, XXXX tells me the funds would be cleared for release today, available by tomorrow XX/XX/XXXX. I went online after close of XXXX, initiated a transfer to occur XX/XX/XXXX, the transfer was blocked, I was instructed to call XXXX number. XX/XX/XXXX I call the XXXX number, spoke to floor supervisor XXXX who confirmed a hold remained on the account, could not tell my why, could not tell me who, could not tell me when I might expect a resolution.
That brings me to you. They have {$54000.00} of my money, my entire life 's savings! I'm XXXX XXXX XXXX, I want my money back!! They don't deserve to have it. Meanwhile, they continue to block access to the account, I can not login unless I switch to a different server. I have had to resort to XXXX, XXXX and XXXX just to be able to look at it while not being allowed access in any manner whatsoever. What can be done? This is the equivalent of embezzlement!
|
| 08/11/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I found out, on XXXX/XXXX/XXXX upon entering the bank because the my App on XXXX would not update and an account ( which a bank rep told me to close over 5 years ago because of costly fees for transfers to pay down my HELOC was costing too much money to transfer in fees?! ) There was an overdraft of {$8.00} on an account I thought the Fraud Department should have noticed as I never used because I thought the bank Representative closed it??? I was shown my account on the computer & I saw {$2300.00} ++ {$100.00} 's a day transferred into my checking account but suddenly It disappeared AGAIN which I NEVER SAW BEFORE THEN? I called mobile phone # & lady said, " ... the check was from a XXXX XXXX claim you made for water and sewage damage.. '' I did NOT make any such claim?! I sat in the XXXX XXXX 's office to see if they got any reports they settled on my behalf for which I received settlement check on XXXX XXXX or anything in XXXX!? ... after over an hour the lady saw NO such claim as I knew. I apparently have a hacker or something because there are many fraudulent charges i.e. I do NOT go to XXXX every on the day PLUS NEVER MORE THAN ONCE a day ( may be on a few occasions 2 times ) The hackr is still using my information and me stopped using my card except when absolutely necessary. I reported it to the XXXX police and the bank 's reps and fraud department and it has been since XXXX and ongoing ... The bank DID acknowledge and in XXXX refunded me {$78.00} but the rep who said he closed the account yelled at me ( causing the guard to check if I was OK ) because he said, " ... I hate myself sometimes ... '' I never gave my PIN # out and never give it away and it was not stolen. He DID cancel over 5 cards and purchases were even made while I was en route to the airport on XXXX XXXX, XXXX. I informed everyone that all I could think of that in XXXX, I trusted my daughter 's boyfriend to fix my crashed desktop and my daughter thought he could fix but after a week and alll my information up to his 56 '' screen when I brought it home it was still crashed?! Aso, someone stole ( more recently ) my XXXX XXXX, on XXXX XXXX, XXXX and I went to proper authorities for 2 bank accounts that somehow withdrew money from one account in excess of {$15000.00} it has been way too long to put it back in the bank. Am I ever going to get my {$18000.00} and {$5000.00} from separate banks -- back?! I have worked long and hard but I have been told I will never get it back ( by some business people ) ... I made the mistake of trusting the bank and not balancing my checking accounts as I once did and should never have let anyone have access to steal my phone - the hand is quicker than the eye- I learned!!! Please help ...
|
| 10/11/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
This situation has been happening since XX/XX/2022 and it is still not fixed. I have provided this bank every payment I have made for my mortgage and they seem to think I still owe them money. I have emailed them, called them and NOTHING of any change!
I have reached out to the Office of the Chairman, and this person is not providing me a transaction report of WHY my account shows I am behind. I have paid every single month for the full amount PLUS an additional amount that was asked of me to supposedly fix the underpayment. The fix NEVER happened so I paid the full amount since then so I asked for my overpayment back. NOW this bank is saying my account is behind. How is that possible for my account to be behind when I have paid every month complete?
No one has provided me a report as to why my account shows behind. The online transactions do not make sense and believe it was done incorrectly as it looks like things are paid, moved over and done their own funny reconciliations.
I am asking to please explain why I owe money when I have paid every month in FULL. I have the transactions from my bank to prove it and I MATCH them with my account but something in the reconciliation shows as if I owe more. I was told late fees would be removed so why am I owing XXXX more when I have paid my other months in full? This bank will not explain to me in detailed. I have been yelled by a lead manager who did not help me. Every representative just says a scripted message and can not explain the details transactions even though I specifically say, here are my payments, why do I owe? One rep even told me I owed about {$800.00} to keep my account current. Where did {$180.00} go to {$800.00}?
I used to have great credit until this bank. THIS BANK IS HORRIBLE. I am a good paying citizen and I have been treated poorly by this bank. There is no clear answer as to why I owe when I have proof that I dont. This has been going on since XX/XX/2022 AND I have paid every month and the account shows one behind. My credit is ruined and I need this fix. this bank never sent me any correspondence certified telling me this change of anything. THIS BANK needs to have further disciplinary action as I do not think what they are doing is ethical. They are telling me to pay for something I don't owe but yet they won't give me clear explanation why I owe. I PAID MORE than WHAT I OWE and when I asked for my overpayment, they said they want it back. WHY??? I need help immediately as this bank still has not fixed my issue and my credit keeps showing as if I am not paying my mortgage on time when I am. I have everything in writing too. I just need this fix, this has caused a lot of stressed when this has not been my fault.
|
| 08/05/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
My wife and I were under contract to purchase land and have a home built on the land since XXXX of XXXX. Our bank, Citizens Bank instructed us that they required architect plans and contractor contract to start the application process. Fees and plans were drafted and submitted to the bank by XXXX of XXXX. Since the paperwork was submitted as requested, it was 1 hurdle after another.
The banker we worked with was incompetent and requested documents multiple times, which he claimed never to have received. Sometimes he would request documents, which were sent on time and 3 weeks later after following up on the status of our application he would state he could not open the documents, which were sent 3 weeks ago. He would not communicate on the progress of our transaction and this cost us time and money.
Eventually, I reached out to management in XXXX of XXXX and the chairmans office called to say they were investigating and we never heard back from them. In XXXX again a month after attempting to escalate my issue, I called the bank representative we worked with and said he would have to speak to his manager because we escalated the issue and he was unaware of the progress made on the file. However, the next day he emailed me stating we needed to send documents, which we had already sent previously.
He was out of touch with the process of our file, the underwriter who worked on our file would never answer the phone except once and eventually we asked the bank to decline our mortgage application so we could cut our losses and move on.
We lost time we put into meeting with our architect, engineers and contractors to design our home as well as with the town for the multiple inquiries we had to do. Additionally, we lost money we spent on this whole process plus other missed investment opportunities.
We could have purchased another home or piece of land and this has caused us stress and has set our plans back, which inconveniences our family and mostly, our children.
After we requested more information and intervention from management they never reached out to us nor was an apology ever provided for the inconvenience they caused us.
Additionally, the financial obligations we had discussed initially with our bank representative were not as later discussed with the underwriter. Closing costs and other monies we did not anticipate were supposed to be due and payable at closing, which was never mentioned to us previously.
The bank got away with ripping us off and whats even more heartbreaking is management did not even care to reach out and resolve our grievances let alone apologize for the inconveniences they caused us.
Your intervention in this matter will be greatly appreciated.
|
| 06/24/2016 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
|
|
Web |
|
|
Dear XXXX, We, XXXX XXXX and XXXX XXXX, opened a 14 months CD account on XXXX XXXX XXXX with an interest rate 1.25 % and a deposit XXXX XXXX which got its maturity on XXXX XXXX XXXX at Citizens Bank, XXXX XXXX XXXX, XXXX, XXXX, XXXX # : ( XXXX ) XXXX.
The account number was XXXX.
However, after its maturity on XXXX XXXX, this CD account got renewed with an interest rate 0.03 %, and we received no notification about its renewal except for an electronic alert enclosed as follows & gt ; & gt ; Dear eNotice Customer, & gt ; & gt ; A CD Maturity Notice has been generated for your 14 MONTH CD, account & gt ; & gt ; XXXX.
& gt ; & gt ; To view your eNotice, login to Online Banking at http : //www.citizensbank.com.
& gt ; & gt ; Remember : Always look for your Safe With Citizens ( R ) Image and Phrase before & gt ; & gt ; entering your Password.
& gt ; & gt ; Thank you.
& gt ; & gt ; Please do not reply to this e-mail as it is automatically generated. If you are a Retail & gt ; & gt ; Customer and have any questions, please feel free to contact us at XXXX, if & gt ; & gt ; you are a Business Customer please call us at XXXX.
We moved from XXXX XXXX to XXXX XXXX last week on XXXX XXXX XXXX, and before our move, we visited the branch of Citizens Bank at XXXX XXXX XXXX, XXXX, XXXX where we opened all our accounts, and tried to make clear the final steps of our business with them.
At our first visit on XXXX XXXX XXXX they informed us the renewal of this 14 months CD account, and our response to this was to close it immediately as we did not expect any renewal ( from Open/ Renewal Date : XXXX/XXXX/XXXX to Maturity Date : XXXX/XXXX/XXXX ). They penalized our closure with the following data XXXX/XXXX/XXXX Interest Transfer Out - {$60000.00} {$0.00} XXXX/XXXX/XXXX Interest Penalty - {$9.00} {$60000.00} XXXX/XXXX/XXXX Penalty Early Withdrawal Transaction Penalty - {$50.00} {$60000.00} for a total amount of XXXX $ penalty.
We felt very uncomfortable about the way this was done as they said their system indicates a mail delivered to us which we never received - we had similar issues before.
We called Citizens Bank online customer service and got responded that moving a long distance where no branch of Citizens Bank is accessible is a reasonable reason that this renewed CD account be closed without any penalty.
After this phone call, we went back to this branch and had a talk with its manager on XXXX XXXX XXXX who deliberately run us out as he knew we are going to move soon.
As we neither receive a phone call nor an email since then XXXX XXXX XXXX, we assume they would do the bad business with us and look for exterior authoritative help.
Thank you in advance!
XXXX XXXX and XXXX XXXX
|
| 01/16/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
I opened an account in XXXX 2015 with Citizens Bank, in XXXX, PA, with XXXX XXXX NMLS # XXXX. Iam XXXX so I receive a check once a month on the XXXX.At the time, I gathered {$20.00} to open this account.I was so excited cause everything went well.At th time of this new account Citizens was running a promotion.The promotion promised a deposit of {$200.00} to my checking account after three consecutive months of my XXXX deposits. XX/XX/XXXX I stopped at another Citizens off of XXXX XXXX in XXXX, PA..It was only $ XXXX- {$30.00}. This guy informs me that the account was set up wrong and said do not worry he would fix it.I thought nothing of it.
When I did not receive the {$200.00} after the 90 days, I called and was told 120 days.After 120 days, I called again and was told I was miss informed and it was 190 days. Now, please keep in mind I just lost my home, my daughter was XXXX my family member and was really counting on these funds for the holidays. Then, comes the letter from some big wig, XXXX XXXX at XXXX Eastern Time, that states I am not eligible to receive the funds because their records state I opened to accounts in under six months so I wont be receiving the promised {$200.00}. How much sense does it make that a poor person, who just came from being homeless from losing 25 years of house payments and belongings and living on streets until I could get a slum roof over our heads before winter set in.I NEVER OPENED XXXX ACCOUNTS THEIR EMPLOYEES XXXX THIS UP AND THEY WILL NOT ADMIT IT.I requested proof of my signature for XXXX accounts XX/XX/XXXX..I heard nothing since. Now, they took a {$35.00} overdraft fee and will not return it when they know it is their error.The bank manager in XXXX, PA AGREED AND COMPLETED paperwork to get it back and now they are saing I had a {$5.00} overdraft the day before my XXXX deposit came in on XX/XX/XXXX. I took my rent on XX/XX/XXXX which left me {$.00} in my account. The next Monday ( 2days after ) went in to deposit {$5.00} from money order so I could use the {$15.00} for train to get to doctors office and that 's when they hit me with {$35.00} fee.I went directly to manager, ( 3rd time they assigned {$35.00} fees that should not have existed ). Look I HAVE had a few times that I did use the overdraft option and had no problem paying their initial {$35.00} fee and then their {$6.00} daily fee until you replace the funds borrowed and {$35.00} fee. I want my {$200.00} and my {$35.00} fee from XXXX/XXXX/15 before I find another bank that do not steal from their customers.I am not the only one. Apparently, they do this often.I even witnessed XXXX people fighting for the same thing but they are accepting it cause they are given no other recoarse.
|
| 04/10/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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|
On XXXX XXXX, I entered Citizens bank to withdraw my money from my savings account. There was a teller by the name of XXXX XXXX who was assisting me with withdrawing money from my savings. Everything was completely fine. I even signed my withdrawal, slip to take my money out then Then teller asked the assistant manager XXXX XXXX to assist her with the transaction. The assistant manager looked at me with hate and disgust for whatever reason, I have no idea Then, suddenly, with a grin on her face, she decided to tell me I cant get my own money from the bank. I asked her what is the reason when I teller was half way through the transaction and everything was fine. She continued to tell me I cant get money out and made up a random lie saying my account has been red flagged. It was the end of the day and the bank was about to close so the only thing I had left to do was call Customer Service. I was told by Customer Service everything on my account was just fine and I am able to withdraw money from my account with no issue. I went back the next day to do the same transaction all over again I was greeted by the same worker XXXX XXXX XXXX once again. XXXX came out to tell me again I can not get money from my account even though I had my ID, answered all the security questions for my account, like I did the day before. This time she tells me I have a red flag on my account & I cant get money out and Im answering the security questions wrong. I knew for sure the answers to the questions were right because I answered them previously. Now Im confused wondering why shes giving me a hard time about getting my own money out of my account. I realize its most definitely racially motivated because she had a nasty attitude when she first saw me the first time and decided to do anything in our power, to withhold me from withdrawing my own funds from my account. So I leave the bank and decide Im going to go somewhere else. I left the bank and went to another Citizens five minutes away, and they were able to help me with no problem at all. Hours later, I get a phone call from the police department, stating that i was threatening a teller. None of this ever happened. I was never violent or threatening anybody. She made up a lie to keep me from getting my money and now I can not walk on the premises. Two weeks later, I received a letter stating my savings account will be closed and Im no longer allowed on the premises, and that my account will be inactive. Im so confused because Ive had this account with no issues for over 10 years and now Im being threatened with my account being closed and Im unable to walk the premises or get my money out of the bank.
This is completely wrong, and I am in disbelief
|
| 06/02/2021 |
Yes |
- Debt collection
- Private student loan debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
Servicemember |
|
To whom it may concern, Im a co-signer on my sons private student loan for {$21000.00} signed on XX/XX/XXXX with Charter Bank One. When I was contacted sometime in XXXX by as far as we know XXXX XXXX XXXX. I never received and documents as a co-signer that the loan was approved. And how can someone in my condition at the time being on medical leave and applying for XXXX and no retirement fund and filing for XXXX even be approved to be a co-signer? My son did not make any payments at some point for some years and the loan went into default at this point and with interest the new balance was {$24000.00} due at this point. Many of loans by this entity have been dropped due to false documentation that we can prove. I let them know I was not working and filing for XXXX, I asked them to stop calling me, however, the calls just got worse. I was told how they would garnish my wages or put lien on my house for refuse to make a payment and the person started pressuring me with credit cards I had. I had medical issues that they took advantage of. They stated if I get off the phone I was refusing to pay and that I have credit cards that could be used and a monthly payment was agreed upon. Why are they not collecting from our son for this loan? Our son remarried and changed his last name to XXXX to avoid paying this debt. He has a job with the state as well.
We tried to make an offer to settle and it was turned down. They harassed me for 3 hours over the phone until I agreed to monthly payments of {$150.00} and made payment on XX/XX/XXXX for {$3000.00} on my credit card they said that was not acceptable. My husband then got involved as a XXXX veteran and took {$6000.00} out of his 401K to bring the loan up to date. Then they cancelled the monthly payment agreement for {$150.00} and changed it to {$300.00} which our son could not afford. Now they are stating the last payment was in XXXX which is not true as the two payments above were made in XXXX. Then in XXXX they contacted me again to pay the balance and they were advised I was on XXXX and unemployed. Then XXXX XXXX XXXX XXXX had me served with a summons and took me to court to put a judgement against me in XXXX. Now they want {$30000.00} to complete the loan. I never received notification that loan was even approved or payment agreements. Considering the multiple agencies trying to collect this loan I just feel Im being taken advantage of as I was only working part time and my husband did not co-sign either.
These types of student loans are not covered under and government assistance either. All loans for college students should be included to be equal and fair to all students.
Thanks for your time and consideration, XXXX XXXX XXXX
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| 08/16/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
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Subject : Urgent Complaint Regarding Account Closure and Missing Funds Dear Citizens Bank Customer Service, I hope this letter finds you well. I am writing to express my deep disappointment and frustration regarding the recent closure of my bank account and the unauthorized removal of my funds following a wire transfer in question is XXXX.
I have been a loyal and satisfied customer of Citizens Bank, and it is disheartening to find myself in this unfortunate situation. I initiated the wire transfer on XX/XX/2023 to XXXX XXXX, and the amount transferred was {$9800.00}. The purpose of this wire transfer was an emergency. The transaction was carried out with utmost care and in accordance with the procedures provided by Citizens Bank.
To my shock and dismay, I received a notification shortly after the wire transfer that my account had been closed due to a " security concern. '' This abrupt account closure has caused severe inconvenience and distress, as I rely on my account for various financial transactions and responsibilities. Moreover, the action was taken without any prior warning or communication, leaving me completely blindsided.
What compounds my frustration further is the fact that the funds associated with the wire transfer seem to have disappeared from my account entirely. The reference number provided above is a crucial piece of evidence confirming the transaction 's legitimacy. I expected Citizens Bank to prioritize the security and prompt processing of transactions, especially those involving significant sums of money. The fact that my funds have seemingly vanished raises serious questions about the integrity and reliability of the bank 's systems.
I implore you to treat this matter with the utmost urgency and provide me with a comprehensive explanation for the closure of my account and the disappearance of my funds. I demand a thorough investigation into this matter, as well as the immediate reinstatement of my account and the restitution of my funds. It is my sincere hope that this situation can be resolved promptly and amicably.
If necessary, I am prepared to take this matter further by involving relevant regulatory authorities and seeking legal counsel to ensure that my rights as a customer are upheld. However, I sincerely hope that it does not come to that, as I believe that Citizens Bank values its customers and their trust.
I kindly request that you acknowledge the receipt of this letter and provide me with a clear timeline for when I can expect a resolution to this distressing situation. You can reach me at XXXX XXXX.
I appreciate your immediate attention to this matter and hope for a swift and satisfactory resolution.
Sincerely, XXXX XXXX
|
| 01/24/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
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Web |
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I own a title insurance agency in Pennsylvania. I have been banking with XXXXXXXX XXXX, XXXX since XXXX. XXXX XXXX holds all escrow account, and daily operating accounts for said business.
On XX/XX/XXXX a fraudulent check cleared our escrow account for {$9500.00} - the check was clearly a fake, with smudge marks, inaccurate seals, missing telephone numbers, incorrect check numbers, invalid authorized signatures, etc. The check was NOT indorsed or stamped. The fonts did not match our check stock. The check was clearly done as a mobile deposit, and in the subject area had " commission '' listed.
I received my 89 page bank statement with all copies of checks in XXXX- Did not notice the check clearing escrow because the amount did not stick out, when we clear thousands of checks a month.
A XXXXhird party reconciliation company XXXX XXXX XXXX, does our third party escrow reconciliations- and brought to our attention this check that did not match up to a file or ledger. Immediately we contacted XXXXXXXX XXXX, contacted customer service, and filed a complaint.
XXXXXXXX XXXX returned the claim on XX/XX/XXXX stating that " Given the account agreement and based on a review of applicable law, we feel we paid the check in good faith and upon the exercise of proper care '' WRONG- this check is clearly a fake. This check was cashed, without any endorsement on the bank. This check was signed by not an authorized signor with a magic marker or stamp that is not the same name, nor similar signature as the company primary.
I contacted the XXXX XXXX manager assigned to my business accounts- when she finally returned my phone call she stated that the reason this claim was denied is because it took ME too long to file a claim. Meanwhile I filed the claim as soon as it was brought to my attention/ after going through the monthly due diligence of escrow reconciliations. This happened during the end of the year - the busiest time, and the bank is not willing to help.
Furthermore, this XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX manager will NOT supply any information for me to be able to file a police report. After asking numerous times, they have not and will not supply information regarding the bank this cleared through.
XXXXXXXX XXXX is taking no fault on this. Which is bad business - Escrow money is not ours - it is the consumers money. There was not a fraudulent check written by this company- it was written by someone trying to defraud a title insurance company, and they succeeded - the bank has insurance in place to cover fraud, and are blatantly not caring about the consumer.
This situation is at zero fault of the title agency involved and we would appreciate the money back!
|
| 12/10/2017 |
Yes |
- Debt collection
- Private student loan debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
I XXXX XXXX am reporting a deeply serious complaint against the entity of XXXX XXXX XXXX XXXX XXXX, collections agency regarding there gravalicious and phony debt recovery approach in relations to a debt that has long, long ago reached it 's maturity date.
XXXX XXXX XXXX XXXX XXXX, and it 's shared affiliates unscrupulous approaches to recover a debt that was originally taken out for {$2500.00}, between the year XX/XX/XXXX, and XX/XX/XXXX has long been updated and removed from all three major credit bureaus, through multiple disputes regarding many unfair charges etc. And therefore, such, debt has no genuine merits for any types of collection recovery etc.
In addition I vividly remember filing multiple disputes to have this debt removed particularly from XXXX, files which was done two to three months before its removal month and year, with that being in the month of XX/XX/XXXX, and which was shared with me by a live customer service representative person on a called in over the phone through my initials of verification etc.
In my closing out now, and complete analysis regarding XXXX XXXX XXXX XXXX XXXX, and whether there acting solo, or in connections with it 's counterparts to collect on a debt that has long passed it 's statues of limitations, and that has long been exhausted on it 's recovery time frame which would surely be deemed as extortion 's, ugly conspiracies to entrapment 's, tactics of manipulations, major monkey businesses, along with ethical fallacies, rhetorical fallacies, and rationale fallacies which many, many consumers in the business world and societal marketplace would deem such disturbing actions as non de minimis, and which is for surely reprehensible at all major levels etc.
In further, I am quiet frankly, appalled and incredulous by all these criminal activities by XXXX XXXX XXXX XXXX XXXX, and it 's affiliates which are deeply troubling, and deliberately deeply disturbing, and with deeply intentions of culpable negligence. And as such, this entity and it 's affiliates whether they 're again, acting solo or not should be held accountable and responsible for all their collective despicable actions for trying to take advantage of me, and perhaps many other potential consumers in the marketplace etc.
These types of phony business conduct causes debt restart on debts that has long been eclipsed in the societal business world and marketplace which causes many other major effects unjustly on many consumers etc. And as such, I implore for all body of governments, and all entities of consumer watch dog groups to reward XXXX XXXX XXXX XXXX XXXX, and it 's acting affiliates with stiff penalties of justices at all major levels in general etc.
|
| 06/04/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I was hired by XXXX XXXX, which services patients through electrical health records. I was interviewed online and it was a lengthy one. I was hired a few days later and signed a job offer letter. It is a remote job so they informed me that we must purchase the equipment. I was sent a check totaling {$4600.00}. It was XXXX to me overnight with a letter of instructions stating that I have to email the responsible accountant and the hiring manager with all the deposits I make. They asked me to deposit it in my account through the bank 's app or an ATM. I wondered if it's ok to deposit it through a teller and they said it is ok. I wanted to eliminate all suspicions and ask the teller if it is a real check or not. When I asked the teller at Citizens Bank she looked at it and asked her fellow associate if it is real. Her associate said that checks sometimes look like that because it was looking a bit different. so she ran it through the machine and it was ok. and the associate said if it goes through the machine that means it's legit. And they informed me that it will take 24 hours to clear.
So I took the receipt and went home to send it to the hiring manager and the accountant. The next day when the check cleared the hiring manager told me that the vendor for the equipment is down and we have to transfer the money directly to the vendor 's account. so I did three transfers through XXXX and the rest through a wire transfer. And every time I get a receipt for the transaction I sent it to the hiring manager and the accountant.
so the manager told me that I will get the equipment within a couple of days. The next day I got a check for {$7900.00} with the same letter of instructions. At this point, I was very suspicious and felt that this is a scam. But didn't know what kind of people I am dealing with so I wanted to cut my loss and apologize that I can't continue with the company because I got a new job. The manager told me to trash the new check.
a couple of days later I saw my account and it was $ XXXX I tried to reach out to the bank and they informed me that the owner of the check reversed it. So the bank had to give the money back. when I asked can the bank do this? they said yes the bank can take back any money they deposit into my account. So I went to the branch where I deposited the check and asked to speak with someone. After telling the e customer service the story. she said it was my fault. she didn't even ask me about my name or pulled my account. instead, she was smiling very sarcastically. like she was happy I got scammed. I told her why would make the funds available instead of pending to verify the check and she said why would I bring them such a check.
|
| 09/17/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Getting a loan
- Can't qualify for a loan
|
|
Web |
|
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Due to incorrect information provided by XXXX and statements being sent to an incorrect address this account was incorrectly defaulted. I continued to set up a payment arrangement with the citizens bank which is the owner of the loan, XX/XX/XXXX i sent in several payments and they were returned to me in the mail, I pursued to call citizens bank on XX/XX/XXXX to see why the payments were returned and was advised that the loan was with the " bankruptcy department '' i advised that I have never filed bankruptcy and immediately disputed this directly with citizens bank. on XX/XX/XXXX I contacted the credit bureaus and disputed the reporting to which citizens bank and XXXX confirmed that every thing was correct. i called back the company on XX/XX/XXXX and spoke to a representative XXXX, the rep advised that the account is still in bankruptcy. I advised that i need to have my account rectified as i am incurring several negative issues due to this. I asked the rep to have a letter sent to me confirming that the account has been removed. XXXX went on to advise me that she can not do this and all letters of such goes through the legal department and that takes XXXX months to complete. she went on to transfer me to the bankruptcy department that denied providing me any information on my account in regards to when the account was placed in bankruptcy or why it was placed there, although i was fully verified. i was then finally transferred to the legal department to a rep named XXXX. After a detailed explanation XXXX advised me that my account was incorrectly placed in bankruptcy on XX/XX/XXXX. I forwarded a letter on XX/XX/XXXX with tracking number XXXX detaling all my various disputes and inquiries that the company incorrectly provided information to the credit bureaus to and requested that as a result of several violation of the fair credit reporting act, this account be removed from all credit reporting. on XX/XX/XXXX I received a call from XXXX XXXX XXXX who had no information on the account and advised me that the company had never received a letter although the tracking showed it was received and signed for by their agent. she stayed several weeks reviewing this and on XX/XX/XXXX seven months after I initially disputed the incorrect reporting of my account as bankruptcy i was sent a letter stating that the account was placed incorrectly in in bankruptcy on XX/XX/XXXX and removed from bankruptcy on XX/XX/XXXX. during that time I have been denied a mortgage by XXXX XXXX, denied credit cards, and had credit cards approved with very high interest rates. I would like to have this account completely removed from my reporting due to violation of my rights on several accounts.
|
| 07/05/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
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|
Web |
|
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I found out that a suspicious transaction has occurred in my XXXX credit card related to XXXX. I searched XXXX XXXX XXXX on the internet and there were XXXX phone number to call. I called XXXX of them and explained the issue. He ( the operator ) told me that " you are hacked, and you have to verify your data with our server first. He asked me to download " XXXX '' app on my phone and I did. So he monitored all the activities happened in my phone. He guided me to XXXX and ask me to go to the " identity information '' to complete my personal information and after that transfer money through XXXX to verify my account on their server. I entered my full name, mail and email address, and XXXX ( Not sure full or last XXXX digits ) and he was monitoring my phone all over those activities. After that he guided me to " transfer section '' in XXXX and asked me to send {$490.00} to his XXXX account. At this time I suspected him and hung up the phone. His company number was XXXX XXXX XXXX and his personal number was XXXX XXXX XXXX. After that he called me again and texted me but I ignored him. At the scenario I am afraid of leaking my sensitive information.
The second scenario happened after the first one. Again I grab a number from internet and called that. A person responded and said " XXXX XXXX, how may I help you '', the same as the first call. I explained my issue to him and he mentioned the same things as the first call. He monitored all of my activities by " XXXX '' application, he asked me to go to XXXX and XXXX to find the problem. He said we have to solve the problem by veerifying you at the first. He guided me to my Citizens ' mobile banking, and I did transfer {$2000.00} for someone who has mentioned that is his XXXX ( XXXX XXXX XXXX at XXXX ). His company number was XXXX XXXX XXXX and his personal number was XXXX XXXX XXXX. Unfortunately, I did transfer the money and after XXXX hour and chat with XXXX I found out that it has been definitely a scam! I called my bank and reported a claim with the claim number of " XXXX ''.
At the second case I am not only afraid of leaking my sensitive data, but also loosing {$2000.00}. I made a police report at XXXX station as well with report number of " XXXX ''.
Again yesterday the second scam texted me and mentioned " please do not worry I am back in office and will call you now in XXXX minutes '', but he did not call me. Additionally, yesterday I received an scam email from XXXX with the title of " XXXX alert has been detected on your account '', log in to see more information. And it was a link to click on. I am not sure that I clicked on the link but I think it has been resulted from leakage of my sensitive information.
|
| 08/19/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I filed a complaint about Citizens One Home Loans with the CFPB ( XXXX ) about their irrefutably deceptive behavior over the course of the last year.
On XX/XX/2021 after filing this complaint, I finally received a loan modification packet prepared by XXXX XXXX, outlining the terms of an agreement to begin on XX/XX/2021. I signed this paperwork, and it was notarized by XXXX XXXX. ( Commonwealth of Pennsylvania ) On XX/XX/2021, XXXX XXXX signed the same packet on behalf of Citizens, and it was notarized by XXXX XXXX, ( Commonwealth of Virginia ) On XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX sent a letter out to the CFPB and I saying the loan was undergoing a modification with an estimated completion prior to XXXX XXXX, implying the issue had been resolved.
The letter also stated that a review of my account shows " many customer service representatives tried to return my calls, they were not answered and the voice mailbox was full and a message could not be left '' This is an undeniably false statement. Not only do I have an unlimited voicemail plan with my carrier, but I have answered every single phone call at every hour of the day and night for the last 14 months and will happily provide phone records confirming material fraudulence.
XXXX XXXX called me today, after sending this letter to both me and the CFPB to tell me that despite having a mutually signed and notarized agreement, the modification was still 'going through processing '' and it may or may not be completed by XX/XX/XXXX.
I asked her what else needed to be done for the modification to be official and valid, considering both consenting parties signed and notarized the documents, she was also unable to answer my question.
When I asked her what further processes the paperwork I and Citizens both signed and had notorized needed to go through to confirm the modification she was unable to answer my question.
She said she was not able to confirm my payments would resume on XX/XX/XXXX, as stated in the paperwork both XXXX and Citizens one home loans signed and notarized.
Based on these responses, it's hard to tell if the purpose of the paperwork was to run the clock out on the CFPB complaint or to actually create an agreement between the two signing parties.
Based on my experiences with this company over the last year and a half, I have no reason to believe this loan modification will go into effect on XXXX first.
If past behavior is any predicator of future behavior, I would say there is a high probability they are going to attempt to use vague and obscure technical jargon which they are unable to even define or parameterize as plausible deniability to delay this process even further.
|
| 09/09/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I sent out my mortgage check ( check # XXXX - {$1000.00} ) via mail paid to the order of Connecticut Housing Finance Authority on XX/XX/XXXX. The address on the envelope was incorrect and got sent to an address to a Towing Truck Company. On XX/XX/XXXX, the check was cashed and my funds were released to I presume the Towing Truck Company through a XXXX XXXX XXXX in Illinois. My mortgage company did not receive any type of payment for that month. I also want to note that check XXXX was not endorsed and Citizens released the funds anyways. On XX/XX/XXXX, my bank, Citizens, sent a letter to XXXX XXXX XXXX about this transaction. I was told that XXXX has 90-120 days to respond. Tomorrow would be 90 days so I called Citizens to get an update. They told me that they contacted XXXX yesterday and XXXX told them that they " lost '' the claim, so they faxed them it again. I contacted XXXX today and I was on the phone with them for almost one hour, handed off to 4-5 different people, me telling the same story and getting the same response. I told them I have had enough and that I will be pursuing legal action. So just to make sure I contacted my mortgage company to inform them that I will be making a formal complaint against XXXX and Citizens. I wanted to give my mortgage company a heads up just in case they get asked questions regarding my situation. I was put on hold and she told me that XXXX reached out to them on XX/XX/XXXX in giving me a credit of the full said amount and that the cashiers department in my mortgage company is working on getting a credit applied towards my mortgage. I was told by my mortgage company that to give them a couple of weeks to check back to see if my account has been credited. Today, XX/XX/XXXX I contacted my mortgage company and they said that XXXX will issue the refund towards my citizens bank account. I called Citizens and they have not heard from XXXX since XX/XX/XXXX. I told them what happened when I talked to my mortgage company and they will reach out to XXXX today. I then called XXXX and told them I was reporting them to the CFPB and to put that in their notes. I am appalled at the lack of competency in the 4-5 XXXX customer service representatives to tell me that the issue was supposedly resolved, but there was nothing in their files, but clearly is not resolved. There is no reason why this is taking so long. I am disgusted by XXXX and Citizens on how they are handling this claim. Both parties were incorrect and I question the training of the employees of both companies. I just want my money back that is owed to me so I can move on with my life. Attached is the letter from Citizens reaching out to XXXX on XX/XX/XXXX. Thank you.
|
| 02/05/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
I applied for a new checking account with Citizens Bank XX/XX/21 ( Application # XXXX ). On XX/XX/21, I received an email from Citizens stating that my new account was open and a {$50.00} transaction was processed from my debit card ( from another institution ) to fund the account. At this point, I setup an online account to access my new checking account and setup my paycheck to be direct deposited into this new account at Citizens Bank. I opened this account under a promotion offered by Citizens Bank for a {$400.00} bonus for opening a new checking account with direct deposit ( Promotion code = XXXX ).
On XX/XX/21, I received in the mail a new debit card for this account. When I called the number to activate my debit card, I was instead forwarded to a representative. He said there was a problem with my account and he needed to speak with a supervisor. After waiting for a total of 45 minutes on hold, the representative told me there was nothing he could do to help me and nothing he could tell me about the problem. He said I should wait for a letter in the mail which would come in a day or two. At this point, I also realized that my online account was locked and I could no longer access my account.
On XX/XX/21, I finally received a letter from Citizens Bank. It stated that my account had been closed. It offered no other information other than vague threats like " If you continue using this closed account, we will be forced to place a freeze on it. '' In fact, earlier that day my paycheck in the amount of {$500.00} was direct deposited to this account, as I had set up earlier.
The letter also claims that they will send me a check for the balance at some point in the future. But they have no right to hold my money. They have already held {$50.00} for more than 2 weeks and now they are also holding an additional {$500.00} from my paycheck. Furthermore, as I have set up ( and they have received ) the direct deposit required for the promotion they offered me, I am now due the {$400.00} bonus that was promised. At this point, I have no idea when I will get my money as they have refused to speak with me on the phone. The letter I received is signed by " Fraud Operations '' but it seems clear that Citizens Bank is the one perpetuating a fraud here. The have enticed me to sign up for an account under false promises of a bonus, and then locked me out of access to my own money.
I have attached screenshots showing the promotion that was offered and the promotion code attached to my account application. I have also included a copy of the letter I received. Finally, I can not provide my full checking account number as I have been locked out of online access.
|
| 06/29/2015 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
I walked into Citizen Bank in XXXX Massachusetts to open a checking account. The assistant Manager XXXX who was helping to open the account interviewed me about other things including whether I had a business or not. When I confirmed I had recently XXXX is like all XXXX broke loose. She could not let me live. She convinced me to open a business and Payroll account, immediately called a XXXX XXXX from XXXX and arranged a meeting a few days after. I explained to XXXX a few days later in the bank premises that it was a new company and did not know whether I needed payroll services or not. XXXX promised to charge me only {$50.00} to process for XXXX employees. I was also asked if I was if I had any retirement arrangements which I said I did not have. They said they will send somebody to sign me up.
Everything started off well until around XX/XX/XXXX when everything seemed to go very bad. What was supposed to be {$50.00} dollar charge for preparing for me XXXX checks turned out to be very costly. XXXX will take from my account more money than what I was paying my staff and could not understand. I went to the bank to complain to XXXX asking her to stop the payments. She advised me to call them ask them to stop the service. This I did in XX/XX/XXXX but they never stopped going into my account until end of XX/XX/XXXX. In the process they overdrew and caused a lot of charges on my accounts. At one point Citizen bank took money from my Business account and transferred to the Payroll account.
As for the XXXX, I was signed up ( In all cases I was signing through the signature pads. Only there relying on what I was being told. When I inquired about the fees for the XXXX, is when I realized they were signing me up as a company. The fees was much higher that what my contributions would be. This was an obvious case of misunderstanding, and asked them to cancel immediately. This arrangement was never cancelled and they repeatedly went into my account causing it to overdraw.
I do not understand the connection between, Citizen Bank and XXXX but was very surprised at how the bank campaigned for them and how unprofessional XXXX handled me. I signed signature pads, therefore relying on what they told me. Turned everything was wrong. The XXXX was worse because I said It was a clear case of misunderstanding and yet they went ahead to try getting money from my account.
The result is that now I am in collection with both Citizen Bank and XXXX trying to collect money from me.
At one point I asked XXXX why she was so involved in the XXXX business. Her answer was that she is under a lot of pressure to get to her targets. It was as if all other managers had no targets at all.
|
| 04/19/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
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I put a XXXXXXXX XXXX XXXXXXXX up on XXXX XXXX for sale. I received a message from a guy stating that his partner was interested in purchasing the tool but did not have a XXXX account so he gave me his cell phone number to text him regarding this. On XX/XX/XXXX I text XXXX regarding the tool and he said he was interested... I sent him pictures and he said he would buy it for {$1500.00}. He told me he was out of town and that he would mail me a certified bank cashiers check and that once the check cleared he would have a private moving company pick up the item. He then text me and told me the check had been mailed but his assistant added the cost of the moving company to my check, so he asked me to XXXX the difference once the check cleared. The total amount of the check was {$3400.00}. I received the check on XX/XX/XXXX. I then went to my bank ( Citizens Bank ) and deposited it. The clerk told me that my funds would be available the following day. " XXXX '' asked me to send him a picture of deposit slip to verify that I had done it. When the funds were available the following day I XXXX {$1900.00} to the email address he provided me and used the money that I sold XXXX for to pay my rent. He had me send a picture of the XXXX transaction to him. On XX/XX/XXXX, I checked my bank account and saw that it was negative, the amount of the check. I immediately went to a Citizens branch. I was informed that the check was fraudulent and that they would reverse the check back into my account. They also put a claim in for the {$1900.00} I had to XXXX. I received a letter stating that the claim for the {$1900.00} was denied because I authorized it. Mind you at the point of all those transactions I honestly thought that this was legit because it was a bank cashiers check. After I left my bank, I immediately went to my local police department and made a report. I kept checking my account, and it was still negative so I went back to the branch I was dealing with. I was then told that this happens all the time and that they were not going to reverse the check back to my account. I argued the that the check ran through their machine, teller told me when funds would be available, which was the following day therefore I used my portion of the check to pay rent because I have been out of a job, I took care of my mom who passed XX/XX/XXXX. The bank told me that I should have waited to use money at least a week to make sure it was a good check, yet they had the funds available for me to use the following day after I deposited it. I don't think it is fair that I thought this was an honest transaction, funds were available and they won't refund the check back into my account.
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| 01/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We purchased our home in XX/XX/XXXX and have our mortgage with Citizens bank. We have been trying to get our PMI removed since the beginning because we have always had more than 20 % equity in the home, but the original appraisal on the house was incorrect and the appraiser refused to recalculate the value ( he missed an entire full bathroom in our home, which would have added an extra $ XXXX in value ).
We applied first in XX/XX/XXXX to have our PMI removed and requested a broker appraisal. Citizens denied this initial request because they stated that we must have our mortgage for 2 years before we can request removal of PMI. So we were told to apply for removal again in XXXX, and I was told by customer service that they would accept an updated appraisal of value ( I informed them we would be getting a HELOC with another bank and they would be doing an appraisal ).
We got a HELOC with a different bank XXXX XXXX Bank ) and they ordered an independent appraisal. I received the final appraisal report on XX/XX/XXXX and it states that our home is valued at {$290000.00}. Our current mortgage balance is {$170000.00}, meaning we have {$120000.00} in equity, or 58.38 % LTV ( 42 % equity ). Only 80 % LTV ( 20 % equity ) is required to remove PMI on our mortgage.
However, Citizens continues to refuse to remove my PMI even after sending them the appraisal report and formal letter requesting removal which they received XX/XX/XXXX.
I spoke with Citizens on the phone on XXXX XXXX and they told me they would not accept the independent appraisal ( which was not ordered by me, it was ordered by my other bank ).
They are requesting me to pay an additional {$250.00} to get a BPO - Broker Price Opinion of Value ( or {$500.00} for another full appraisal ) in order to get my PMI removed. The BPO would not be an actual appraisal, they would not see all the improvements done inside the home and they would not be entering my home at all. They go off public records such as the tax assessor site which has out-of-date and incorrect information that will reduce the home value. Furthermore, there is absolutely no reason they should not accept the appraisal I have already completed and paid {$620.00} for.
It does not make any sense for me to pay an additional {$250.00} to get an inaccurate value of my home just to remove the {$30.00} PMI payment each month. I would actually be spending MORE money to remove the PMI than if I left it. But they should not be getting this money in the first place!
This bank is extremely unethical and possibly even be illegal for them to make me to continue to pay PMI each month when I should never have had to pay it in the first place.
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| 03/12/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/XXXX I opened a Checking and Savings account with Citizens Bank.
The Checking account had deposits every 2 weeks and the Savings, with about {$15000.00} in the account was, left to gather interest.
On XX/XX/XXXX, I tried to access funds in the savings account and was unable. That day, I drove to my local branch and they informed me that the Savings account had been " Frozen ''. The teller informed me that the local branch was unable to access or unfreeze the account and it must be done by Corporate.
On XX/XX/XXXX -after a 1hr 2min call with Citizens Customer Service they informed me that the Savings account had be frozen due to " inactivity '' and that they would unfreeze the account. The account would be unfrozen at midnight on XX/XX/XXXX.
The next day i went online only to discover i was unable to transfer money out of the account.
On XX/XX/XXXX, around XXXX, I drove to the local Citizens Bank branch to access my money. The teller informed me that the Savings account was " Frozen '' and they were unable to access or even close the account.
On XX/XX/XXXX -at XXXX, while still at the bank, I called Citizens Customer Service . After being on for 1hr 2minutes, the Customer Service Representative was unable to help me and hung up ( or i was disconnected ). Either way, very frustrating.
On XX/XX/XXXX - at XXXX, I contacted Customer Service XXXX around XXXX, they informed me that they were able to Unfreeze the account, but that it would re-freeze at midnight that night! They informed me that a local branch could access my funds.
On XX/XX/XXXX - around XXXX, while still on the phone with Customer Service XXXX i drove to a branch that was open until XXXX. The local branch confirmed that the account was still Frozen. The Customer Service agent on the phone informed me she must have been mistaken that the account was unfrozen and would need to transfer me to a supervisor.
The Supervisor informed me that she did not know why the account was frozen! " Perhaps its just an error? '' she suggested, but that it would have to be unfrozen by someone in " the back-office ''. After a long time on hold, she informed me that they could not reach anyone in the back-office and that Monday someone should be able to help.
The supervisor refused to send anything in writing or even provide an email address where i could write for help. The only thing she was willing to provide was there Legal notification " Citizens - Attn : Office of the Chairman '' One Citizens Bank Way, XXXX, RI XXXX As of today, XX/XX/XXXX, i still can not access my {$15000.00} and have no options except wait and hope that " someone in the back office '' is able to unfreeze my account!
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| 01/09/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Cashing a check
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Web |
Older American |
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On Sat. XXXX XXXX, I noticed that a check had been cashed in the amount of {$5500.00} against my checking account. The check that I wrote was paid to XXXX and the amount was for {$130.00}. The check had been dropped in a public mail box and was stolen. The check had been altered and paid to someone that I do not know. I usually check my checking account daily but I didn't check my account on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I contacted the bank on XXXX XXXX at approx. XXXX XXXX to report it. I was told to file a police report and to also contact the XXXX XXXX. I did file reports with both. On XXXX XXXX, I received a letter from the bank stating that the check had not been altered, but even XXXX XXXX can see that it had been altered. On XXXX XXXX, when I contacted the bank, I was told that I would receive the money after XXXX - XXXX business days. XXXX XXXX, when I contacted the bank I was told that I would receive the money in XXXX - XXXX weeks. I filed a Declaration of Altered Endorsement, sent a copy of my check register, police report, XXXX XXXX with the original amount owed. XX/XX/XXXX, I was told that I would get a provisional credit in XXXX XXXX XXXX days. XXXX XXXX, I received a letter stating that the bank was awaiting a response from the other bank where the check was cashed. XXXX XXXX, I was given a claim number. XXXX XXXX, I was told I would receive the money iXXXX XXXX XXXX XXXX weeks. XXXX XXXX, XX/XX/XXXX, I called the bank once a week. I was told that someone would contact me on XXXX, XXXX. I was going on XXXX XXXX, XXXX - XXXX. This was supposed to be my XXXX money, I had to dip in my savings again. No one contacted me on XXXX, XXXX, I went to the bank and still nothing. I have a serious problem when the bank doesn't do what they say they are going to do. I have to leave work early in order to go into the bank during the week because of my work hours or I have to wait until XXXX. I was told on XXXX XXXX that it would be resolved mid week the following week. I was contacted on XXXX XX/XX/XXXX, still nothing. I was contacted by the bank today, XX/XX/XXXX but still nothing. I have had it. I didn't do anything wrong, just tried to pay my XXXXXXXX XXXX Hopefully, I spoke to the tellers and all of the bank representatives kindly, but it is hard. You keep hearing I'm sorry, but I'm sorry doesn't pay the bills. My family vacation would have been ruined if I didn't have savings. It got to XXXX XXXX I said up front, please don't tell me you are sorry. That really hits XXXX XXXX XXXX It has been XXXX weeks and I am still waiting. I am past frustrated, I'm mad now. What is FDIC for? What does it mean?
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| 10/18/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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|
Web |
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On XX/XX/XXXX I used Citizen 's Bank 's automated system to check the balance in my checking account ending in XXXX and savings account ending in XXXX and noticed that {$5000.00} was suddenly missing. My access to online banking was also deactivated. After calling customer service I was told that the bank had placed a {$2600.00} hold on my checking account and {$1200.00} hold on my savings account as they were reviewing my account. I called the local branch the next day and was told the same thing and that the fraud department wasn't giving them further information. Between XX/XX/XXXX and XX/XX/2021, I had received various bank to bank funds transfers to my checking account organized by two third parties with the intention of having me send the money to others as bitcoin. One of the parties was my employer and the other was my partner. I had withdrawn and sent out all the money from these funds transfers. I knew the entities I sent the funds to and was not being scammed.
I informed customer service I would take legal action against the bank if the funds were not returned to me. They promised me the Office of the Chairman would contact me within 2 business days at my phone number which I provided them. But I never received a call.
I contacted customer service again several times through online chat, text, and phone call to try to find out what would happen to the funds on hold. Customer service on chat told me that on XX/XX/XXXX the holds would be removed and my accounts would be credited for the funds and there was nothing to indicate the funds would be returned to their senders or my accounts closed.
I was also told by customer service over online messenger that the Office of the Chairman had attempted to call me but my number was not in service. I provided them the number to my other phone.
On XX/XX/XXXX I noticed my checking account information did not generate information on the automated phone system. I called customer service and was told my accounts had been closed. They had done so without notifying me. Customer service could see nothing in the accounts about the holds. But one agent called various departments and told me that the money in my accounts that had been placed on hold would be sent to mailed by check on the XXXX.
On XX/XX/XXXX I called the customer service again and they transferred me to a supervisor who could not confirm if I would be issued a check. I called my branch and the banker told me that the funds had been returned to the senders. So now I am short of the {$4000.00} I withdrew and sent after receiving these funds transfers. I am unable to contact the senders to ask them to reissue the funds to me.
|
| 05/25/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Hello, I have a mortgage with Citizens One home loans and a checking account with Citizens Bank, a stipulation of obtaining the mortgage, from which the monthly payment is automatically deducted. On XX/XX/XXXX , Citizens One tried to pull the regular monthly payment from the account, but there were insufficient funds. On the online banking, there was actually a negative balance and I thought that the overdraft protection took care of it. Then, the funds were returned. Then they tried again. I transferred enough into the account to cover it on XX/XX/XXXX , but it took XXXX business days to clear, and Citizens One tried AGAIN on XX/XX/XXXX but they had n't arrived yet. My funds cleared on XX/XX/XXXX but Citizens stopped taking the payments and reported me lat e 30 da ys for XX/XX/XXXX and 60 d ays for XX/XX/XXXX . The funds sat there and the bank did nothing. The result has been devastating : My credit went from the high XXXX 's to XXXX . One creditor closed an account on me. I am now applying for a new m ortgage, and it is going to cost me tens of thousands of dollars more over the life of the loan because of this mistake. I have contacted Citizens One on a number of occasions. Their response is that they had sent me letters. I was not in New York from XX/XX/XXXX - XX/XX/XXXX so I did not receive their letters. They said they made phone calls. I did not receive any phone call from Citizens One . I asked why they did n't email me and they said they do not email. I asked why they did not take the funds from the account when they clearly saw them in there. One woman said they have " nothing to do with Citizens Bank. '' ( I was obligated to open this account when I got the mortgage, but then they have " nothing to do '' with Citizens Bank ). Today I spoke with XXXX XXXX at Citizens One and she maintained that she * can not * my credit report because " they payments were late. '' I agree, the payments were late, but *only because the bank did not collect the funds from the account. * Since the mortgage was opened in XX/XX/XXXX , the mortgage has been paid on auto-pay. You ca n't stop accepting payment and then tell me I am late! These marks are devastating to my credit score and history and completely unfair and untrue and do not paint an accurate picture of my creditworthiness. You can see by the attached Citizens Bank checking statement that they kept trying to take the funds and that I transferred the funds. All was well by the * XX/XX/XXXX of the month* and then it escalated to being late 30 days then 60 days! This is not an accurate picture of what happened.
|
| 09/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
My account with XXXX was transferred to Citizens bank due to a merger between the companies ( XX/XX/2022 XXXXish ). I signed up with XXXX for an account that did not allow overdrafts. If XXXX allowed my account to overdraft, it was their fault and so they did not charge me overdraft fees. When Citizens acquired XXXX, they took it upon themselves to change my account to one that allows overdrafts and overdraft fees ( since it's a way for them to earn more money ). When the ONLY branch in Maryland closed for remodeling, I was forced to change my {$7000.00} monthly direct deposit to a bank with actual branches. However, I still had some small {$30.00} bills that auto-pay from the Citizens account so I would XXXX the XXXX money to cover those expenses.
On XX/XX/XXXX, a monthly auto-pay subscription charged my account {$5.00}. This caused an overdraft of {$3.00}. Then, two more smaller transactions occured bringing the total overdraft to {$6.00}. I was charged a {$35.00} fee for this {$6.00} overdraft. On XX/XX/XXXX, I was notified by Citizens that my XXXX account was deactivated. This made it very difficult to get actual cash into the bank to cover the {$6.00} overdraft. From XX/XX/XXXX- XX/XX/XXXX, I was charged an additional {$90.00} in overdraft fees for " extended overdrafts ''. When I called about XXXX on the XXXX, customer service did not notify me of my overdraft or the potential of additional fees.They offered no assistance or advice on how to remedy the loss of my XXXX.
For an overdraft of {$6.00}, I have now been charged {$120.00} on a 15 day overdraft of {$6.00} ( equivalent to an interest rate of more than 1800 % ). I called and although I never agreed to an account that allows overdrafts, I was told I was automatically assigned to this account type. The EverValue Checking account offered by Citizens does not allow overdrafts and, therefore, does not charge overdraft fees when Citizens CHOOSES to allow the account to overdraft. THIS would have been the most equitable account to transfer me to from my similar XXXX account.
I am requesting the {$120.00} in overdraft fees to be refunded as 1800 % on a 15 day loan of {$6.00} is excessive and unfair. Other banks do not charge fees when you overdraft less than {$5.00} ( the initial overdraft was {$3.00}, less than {$5.00} ) and some are less than {$10.00}. Citizens is taking advantage of unsuspecting XXXX customers who were not previously allowed to overdraft and gouging them with unreasonably high fees. Additionally, on XX/XX/XXXX, I was not informed that my account was overdrafted and I was at risk of having additional fees charged when I called about the XXXX deactivation.
|
| 04/19/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
This letter is written regarding several issues impacting my banking experience with Citizens Bank XXXX ID # XXXX. The headquarters for this establishment is XXXX XXXX XXXX XXXX XXXX XXXX.
My husband and I have a joint account with this bank, and have maintained this account since XXXX. We have observed on several occasions an issue regarding our funds not being accurately represented in our available balance, thus creating reoccurring overdrafts. When making purchases over {$50.00}, my husband and I regularly check our bank balance to insure we have the fund necessary to cover our purchase. In the event that we do not have the funds, we always transfer money from our savings account to ensure the charges are covered. We have experienced on multiple occasions our available balance not being accurate, and within a day or so, the account will be over-drafted.
Most recently, for example, our account was overdrawn XXXX. However, on Sunday, XX/XX/XXXX, we had a positive balance of ~ {$62.00}, and I transferred another {$80.00} to cover my XXXX purchase of {$110.00}. According to my mobile banking information, despite having a positive balance of {$62.00} and transferring and additional {$80.00}, my account balance today is showing my XXXX purchase over drafted my account to XXXX. Then subsequent charges followed further overdrafting the account.
As I understand my banking agreement, when I do not have the funds available in my account to cover a purchase, my card should decline. However, my card did not decline at XXXX, nor the gas station, nor any other establishment I visited that day.
This has been a habitual issue with our experience at Citizens Bank. We are constantly penalized with overdraft fees despite our available balance showing a positive ledger. We believe Citizens Bank to misrepresent our funds due to these issues. My husband and I both receive direct deposits to this account from our employers. On XX/XX/XXXX, I was paid {$950.00}, however due to the misrepresentation of our available funds, once my check was credited to my account, the funds were reduced to {$790.00}. That is a difference of {$160.00} that is unaccounted for. My account was not overdrawn prior to my direct deposit, and we had a positive available balance showing in our mobile banking application.
In addition to our funds being misrepresented, we constantly have issues with accessibility our account information after XXXX XXXX XXXX. There have been several times where my husband or myself have not been able to log into our checking account to verify the funds in our account. This is incredibly inconvenient despite have the latest software and XXXX.
|
| 09/26/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I rented a vehicle from XXXX XXXX on XX/XX/2020 to XX/XX/2020 for a total of {$370.00}. By the morning of XXXX/XXXX/2020, XXXX had charged me {$870.00} ( including the agreed upon {$370.00} ). I immediately notified my bank that these extra charges were not authorized by me, and that my account needed to be blocked from any other charges being made. They immediately froze my debit card from being charged any further. Next, I called my auto insurance company, XXXX XXXX XXXX, to have them help me dispute the charges that XXXX was claiming against my bank account. XXXX failed to honor their obligation to our auto insurance agreement. I then contacted Citizens Bank Customer Service phone number ( XXXX ), and explained to them in further detail what transpired with XXXX XXXX. The Citizens Bank associate told me that they could dispute the overcharges by XXXX XXXX, and that XXXX XXXX XXXX failed to provide good of services. I was advised that I could dispute all charges on my bank account made by XXXX XXXX XXXX, which totaled {$1100.00}. The total of {$1600.00} is being disputed on my bank account against XXXX XXXX and XXXX XXXX XXXX simultaneously. Multiple Citizens Bank associates had told me that the total of {$1600.00} in disputed charges would be provisionally credited to my account multiple times. I have only received a credit for {$200.00} out of the {$1600.00}. After weeks of calling to gain insight on the current status of my dispute, I was repeatedly told someone would call me back ( never received a call back as they had said I would ). Later, an associate of the claims department and the bank manager at my local branch assured me that I would receive the remaining {$1400.00} into my bank account by XXXX/XXXX/2020. I still have not received anything except for the {$200.00} credit on XXXX/XXXX/2020. I have spent the last 45 days trying to recuperate the overcharge from XXXX XXXX and failure to meet services by XXXX XXXX XXXX. When I attempted to visit the Citizens Bank Branch at XXXX XXXX XXXX XXXX, XXXX XXXX, PA XXXX to resolve these disputes, I was refused service and called a XXXX ( I'm of XXXX decent ). On XXXX/XXXX/2020, XXXX XXXX from the Office of the Chairman at Citizens Bank, sent me a letter in acknowledgement of the racist behavior I experienced at the behest of a Citizens bank associate. As I mentioned, it has been 45 days of being told I will be contacted, repeated requests for me to submit the same documentation, and empty promises of credits to my bank account being restored. At this point I do not feel as though they have honored my rights as a consumer of a financial institution and see no resolution in sight.
|
| 03/02/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
In XX/XX/XXXX we were having difficulty making the minimum payments on some bills due to medical bills and health issues. I spoke with Citizens Bank ( based out of Rhode Island ) numerous times during this period asking for assistance in reducing our min amount required or extending our due date. They refused to assist due to the fact that we were not past due or in collections. I told them I could pay the amount owed on a specific date in XX/XX/XXXX and asked if that would keep us in good standing and prevent us from being reported to collections. The representative said yes it would keep us in good standing. I made the payment on the date instructed, the payment posted, and we were still reported. It has taken over a year for me to dispute this with all three credit bureaus, and then send my letter to Citizens asking them to remove the error. This is a bank error. I was given a date to pay my bill to remain in good standing and I paid it. I spoke with numerous channels after the delinquency hit my credit report and they said they investigated but no one would tell me if they found the actual phone call I was referring to. In XX/XX/XXXXI was advised by the credit card customer service area that if I dispute with the bureaus, and then write a letter to a specific address at Citizens, it will be removed. I even had the representative clarify ... will it be researched or removed? He said it will be removed. So I spent months disputing the information and finally mailing a letter to Citizens and they still will not remove because they can not locate proof of my conversation. They also confirmed that not all calls are tracked accurately as they should be according to their policy for logging customer calls, so they have no way of determining who I spoke with to research. However no one can tell me the outcome of the calls they were able researched until yesterday. I was not given specific information, but I was informed that even if I was told an incorrect date it would not matter. This affirms my belief that they are aware I was misinformed they just refuse to do anything about it. I must reiterate again that even after the fact, I was told by a rep that all I had to do was write a dispute letter and they would remove the information. I do not understand how it is legal to tell someone you can pay by this date and we will not report you, and then still report you. And then tell me to write a letter and it will be removed, and then not remove it. This lowered my score over 100 points and caused undue financial hardship on me. I believe they are choosing to treat me unfairly and are violating the Fair Credit Reporting act and UDAAP.
|
| 04/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
New complaint same issue.
2nd time Citizen 's bank did this to us! Ridiculous.
XX/XX/18 I noticed my Mom 's acct was left with XXXX dollar after having XXXX dollars in it from her combined pension and social security. My mom is totally XXXX and I am her guardian to which I provided paperwork on file when we opened our bank accts. for me being her joint owner to this acct.
When opening my friend 's acct XXXX XXXX the bank associated assigned our joint acct to my mom 's acct. I did not correct it when I had found out, but XXXX 's direct deposit was set up going into moms ' acct. While moms Pension that say ANNUITANT COMM OF PA and I do not think the bank explored this that this is showing her pension being deposited since opening the acct.
Well, as fate would have it without warning, the bank takes my MOM 's money leaving her with XXXX dollar in the acct. She only gets her pension and social security once a month to spread across medical bills, mortgage, bills, food, utilities, life insurance, and living expenses with dad.
What I do not understand is, if they saw that XXXX and My mom only have 1 acct. this joint acct. and XXXX has his sole acct. how do you wipe out an acct between two accts that shows he only has {$490.00} ( out of {$500.00} in Mom 's acct ) left in the bank in total? NO consideration to their living expenses or bills or anything!
That in an of itself is incomprehensible. And for this bank to boast and pride itself on being friendly and family oriented is a straight flat out lie.
So to this end, they took my moms ' money by which the response to my complaint may be ( like my other compliant ) that XXXX and Me are the ones considered as sole owners to this acct with no trace of my mom being on the acct. And that they still have the right to take money no matter whose it is. And it will be so convenient that they will not have any paperwork that applies to me being moms XXXX and me opening up her acct. and us being joint on it like they just said in my last compliant when taking the XXXX 's entire paycheck out to cover my negative balances.
There are no breaks for hard times for the customers who may be struggling, by a bank who is by no means hurting or struggling. There are reasons people are not covering their negative balances as quick as the bank would like, and to not explore those reasons or to see how to assist whether offering resources or options, is crazy.
Our loyalty to this bank means nothing. And I am floored that they have taken a XXXX woman 's last {$490.00} dollars leaving her with XXXX dollar bill and not practicing or maybe not subscribing to the Lending Code.
Totally unfair.
|
| 10/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
I had a couple transactions that I couldn't postpone draft from my account on XXXX XX/XX/XXXX, the day after a national holiday so my payroll was deposited Wednesday instead of Tuesday. I tried to have the transactions held off a day but was informed that the ACH is sent 3 days in advance to the bank so they can honor it on the date it's for and they have no way of stopping it, which seems Neanderthal in this day and age. Technology, especially regarding finances, should always be real time. So then I could only deal with my bank about the charges. The bank previously told me ( on another occasion ) as long as they were covered by XXXX the next business day, I would not be charged the overdraft fees through their " Peace of Mind '' program. My payroll deposited the next day, and I switched out the remaining money into my other bank account to cover some bills. An XXXX subscription then came out for {$10.00} and overdrafted my account by {$10.00} and I didn't see it until the NEXT day. My fees did not get refunded so I contacted the bank and they then told me because my account was overdrawn by {$10.00} from a NEW transaction, not the ones that were covered by the XXXX XXXX XXXX program which I already paid IN FULL, that I wouldn't be refunded anything. The new transaction had nothing to do with the other fees and it was {$10.00} that could've been deposited had they notified me. I find this predatory and extremely unfair that I should have to lose {$170.00} in fees which they promised me because of an unrelated {$10.00} charge that would've been covered either by a deposit or the {$170.00} in fees they were supposed to refund me. These banks do not tell you any of these technicalities - as a matter of fact, I don't even recall being told about the XXXX XXXX XXXX through any notification or literature, other than what reps tell me when I call to complain. It literally is like they just play with my money and add all these rules and stipulations as they go along. I was never sent anything, signed off on anything, and the last time they told me they were holding my funds, I complained about it and they sent me a " resolution '' that had nothing to do with why I complained. So they take my money at will and then to appease the CFPB or OCC, they respond with some corporate answer that isn't even related to my complaint in the first place. Money literally is necessary for life and as a consumer, I find it extremely disheartening that the government allows banks to charge people excessive fees at will, in the wake of the largest pandemic of this millennia, affecting God knows how many others besides me. You've got ta be kidding me!
|
| 08/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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I applied for a refinance with Citizens bank on XX/XX/XXXX. XXXX, XXXX XXXX was my agent who I worked with. I refinanced because I needed money for an Hvac system.
We worked on a loan that would help me get the money I needed. The loan was supposed to return my original escrow balance to me. The new escrow would be added to the loan amount. XXXX put in the loan that the old escrow was not to be rolled over into the new loan.
I went through the entire process under the assumption the money was coming my way. On XX/XX/XXXX I received my final disclosure statement. Everything looked ok to me. The numbers were a bit lower but I was told that was because the initial estimate was high and that I didn't have to pay for appraisal and a few other things. The closing agent ( XXXX XXXX ) came to my house a few days later to sign all papers.
I asked when signing if I was going to get the money from original escrow. I was told yes, anything in my old escrow would come to me. We went through the signing the paperwork packet. Nowhere in the packet did it say anything about the escrow being rolled into the new loan.
Two weeks go by and I still don't have the old escrow money. I reached out to XXXX on XX/XX/XXXX and he replied that it rolled into the new loan and I wasn't going to get it. I was shocked, the whole point of the loan was to get the money. We went back and forth with emails amounting to him telling me there was nothing that they could do. He then offered me to open a line of credit. I found this shady as to why I would possible open another loan when they got the first one wrong.
During our exchange he sent me an email with an attached fax that showed the money was to be rolled over into the new account. The fax was dated XX/XX/XXXX. It was the first time I had seen the document. It was not faxed to me because I do not have a fax number. It was not emailed to me or I would have nixed the loan. It was not in my closing packet at the time I signed or again I would have nixed the loan. And finally it was not in the packet that was given to me after closing.
Also XXXX told me that the loan was already sold to another company which I found hard to believe. As it turns out it was sold to to XXXX XXXX but not until XX/XX/XXXX, over a month after what he told me.
I feel like this was deliberately done to get me to open a second loan with Citizens bank. On top of it they should have made it right instead of telling me your out of luck.
I have attached to final disclosure, the fax and page I never received that would have stopped the loan, and the pre closing document. I have the emails if you need them.
Thank you for your time,
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| 08/26/2015 |
Yes |
- Bank account or service
- Savings account
|
- Account opening, closing, or management
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Web |
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I opened an account with Citizens Bank XX/XX/XXXX with {$5000.00}, explaining that I wanted an interest-bearing account but did not intend to draw on the account at all. I was told that a " Money Market Account '' was appropriate and that, to avoid the imposition of fees, I should arrange to have my monthly statements emailed rather than sent via regular mail. I completed the paperwork and subsequently received statements by email, although I did not review them carefully because I knew I had not made any withdrawals ( or deposits ) to the account and expected the balance to remain stable. XX/XX/XXXX I received XXXX letters by regular mail from Citizens Bank advising that an " inactive account processing fee '' of {$50.00} would be assessed and the account funds transferred to the XXXX of XXXX based upon " unclaimed property law. '' I brought the letters to my local branch ( the same one where I had opened the account ) on XX/XX/XXXX. I was told, in essence, that my account balance was approximately {$4200.00}, having been assessed " relationship fees '' of $ XXXX/month and " inactive account fees '' of $ XXXX/month since the account was opened. When I spoke with the manager, he credited my account only XXXX months ' worth of fees ( {$67.00} ) and blamed me for not having read my statements more carefully. I closed the account immediately and was handed a check for {$4200.00}. On XX/XX/XXXX I sent a letter of complaint to the Chairman and CEO of Citizens Bank in XXXX, XXXX requesting a refund of the {$720.00} in " fees '' taken from my account along with the interest I should have earned on my {$5000.00} deposit for 3 1/2 years. I received a voice mail message from " XXXX in the Office of the Chairman '' on XX/XX/XXXX. I returned her call on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX leaving voice mail messages each time. She finally called me back the afternoon of XX/XX/XXXX and advised me that the very most she could rebate me was {$240.00} ( XXXX months of " relationship fees '' and XXXX months of " inactive account fees '' ) and that she would have to re-open my account to do so. She also informed me that this was my only option to obtain redress, and that this was the " highest level '' at XXXX to which my complaint could be brought. I received a call today ( XX/XX/XXXX ) from " XXXX in the Office of the Chairman '' to advise that the check for {$240.00} was on its way, my account had been closed according to my instructions and she " just wanted me to know the outcome. '' Unfortunately, I know the outcome all too well -- I am still out nearly {$500.00} in " relationship '' fees that Citizens Bank can not possibly justify.
|
| 05/11/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/XXXX I opened an account with Citizens Bank using {$20.00} transferred from another bank account. On XX/XX/XXXX I used mobile deposit ( in the app ) to deposit a check for {$1200.00}. Per their own funds availability policy if there is an extended hold {$220.00} should have been made available and the rest held.
The next morning {$220.00} showed available, but I did not yet have my debit card. So I went to the bank to withdraw it to pay my electric bill which was scheduled to be shut off on Saturday. By the time I got to the bank the {$220.00} was taken back. I decided to give it another day or two. On Saturday, still seeing that the check is on hold but unable to tell when it will be released, I called the local branch. The girl told me that the hold is scheduled until THURSDAY ( XXXX ) then told me not to use mobile deposit for my checks and that she can't help me now " even if she wanted to ''. She agreed to talk to " back office '' on Monday. Meanwhile my electric gets shut off.
Yesterday ( Monday ), I get call, the girl from the branch tells me that she didn't bother calling back office because her branch manager said they can't help me. Soo, the branch manager TOLD someone not to help a customer. I hung up with her and immediately called the customer service line. As I'm on hold, I get my debit card in the mail. I think, good, I can at least withdraw the {$20.00} I had in there.
NOPE. Citizens bank froze my card with no warning and held it for " account review ''. So now, not only can I not access my {$1200.00}, but I can't even touch the {$20.00} that was already cleared.
Once I finally ( 20 minutes later ) get someone on the line I explain all this to them and they say that something on the check didn't look right, and that's why the extended hold. This is a XXXX check, that I was able to call XXXX in 2 minutes and verify that it was good. But I'm told only the mythical " back office '' can do anything. They started a claim for me ( XXXX ) but told me the back office may not get back to me until Thursday. So basically STALLING so they don't have to release the check hold. At no point did the app tell me that I wouldn't have normal access to the funds. At no point did I get anything saying they would disregard their funds availability policy and not only that, but freeze my card so I couldn't even use the {$20.00} that is in my account.
At this point I just want my funds RELEASED. I have been without electric since Saturday. I can not heat, cool, cook, flush my toilet ( electric well pump ), or even heat up a freaking baby bottle. Meanwhile Citizens does EVERYTHING in it's power to delay helping me.
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| 12/16/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
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Web |
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In my entire ( way too long ) life, I have never encountered a bank in any country, on any continent as pathetically inept and XX/XX/XXXX as the decrepit thing that is called CITIZENS BANK, N.A, the one located in XXXX, RI.
Does the CFPB know that in, almost the second quarter of the 21st century, the only way to contact this XX/XX/XXXXdefectives is BY TELEPHONE! NO EMAIL, NO FAX, NO NOTHING BUT PHONE!! My XX/XX/XXXX has forbidden me to speak with call centers because it is deleterious to my health. Heres proof!
Phoning gets the customer to cubicles of bogus CSRs in 3rd-world countries, e.g., XXXX, XXXX XXXX, etc. where NO ONE ( and I mean NO ONE ) speaks or understands any form of English that I was taught as my first language from birth. And when I scream repeatedly, " I DON '' T UNDERSTAND A WORD YOU ARE SAYING!! I WANT SOMEONE WHO SPEAKS INTELLIGIBLE ENGLISH!!! ", the answer is ALWAYS : " I speak English! '' Well, how shall I put this? Go XX/XX/XXXXyourself, you useless XX/XX/XXXX! If I can not understand you, then you do NOT SPEAK ENGLISH. This is what the shysters in the C suites of this prolapse bank think is how to treat customers. In the past 3 months, I have closed a credit card account ( with a $ XXXX credit line ) and now a ludicrous checking account with a balance of ... XX/XX/XXXX XX/XX/XXXX US dollars XXXX
And it took me XXXXXX/XX/XXXX calls XXXX XXXX XX/XX/XXXX XX/XX/XXXXto finally reach another XX/XX/XXXX in the USA. The first 3rd world XXXX with XXXX leakage ( an alleged manager who is only qualified to lick my XX/XX/XXXX) told me there was no such account with the account number I gave him. Really,XX/XX/XXXX How come the fist-bottom XX/XX/XXXXin the US could find it with no trouble? Why? Because you are a genetically defective mutant whose entire race escaped XXXX and should be extinct. But rather than extinction, these citz bank XX/XX/XXXXPAY YOU A SALARY because they believe that, not only will you SOLVE PROBLEMS, but also engender customer retention. Chew on my XXXX, XX/XX/XXXX!
The lyingXX/XX/XXXX in the US whom I interacted with on XX/XX/20 my 16th XX/XX/XXXX phone call told me he had closed my account ( he may have had a human name, but who gives a XX/XX/XXXX what it was? ), gave me a confirmation number [ XXXX ] that he no doubt fabricated out of his XXXX, and told me I would receive the {$6.00} balance in my account by check mailed to the address on file that he confirmed. Lying XX/XX/XXXX.
Never have received anything. Never will. I would relinquish my XX/XX/XXXX XXXX XXXX if this company and every XXXX who is employed by it would implode.
That's worth XXXX XX/XX/XXXX dollar any day.
|
| 01/04/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Late or other fees
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Web |
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I have been Citizens Bank customer since XXXX, when it was XXXX XXXX, when I was living in XXXX for 13 years. I moved to XXXX in XXXX. I still kept my Citizens Bank accounts open.
On XX/XX/XXXX, I was contacted by Ms. XXXX, a CSR at XXXX XXXX XXXX branch and notified me of {$9.00} charges against my account. Not sure when but a long time ago I maintained required {$1500.00} balance to avoid account service charges. And I believe at that time I also signed up for the electronic statements. Until then I used to get account statements as well as reactivation of the dormant account forms via physical mail. Since activating electronic statements, the system stopped sending me dormancy status mails via physical as well as electronic means. It looks like there was a charge against the account for dormancy status and was levied against the account thereby reducing the required balance below {$1500.00} mark. That triggered charging {$9.00} each month until now. This has totaled to around {$800.00} charged against my account.
In XX/XX/XXXX I obtained a student loan for {$90000.00} for my daughter at Citizens. At that time I was told that I will be an active account holder for all my accounts. I did not know that my account has been levied the account service charges in past as well as in continuum. It is interesting that after the dormancy status, the consequent service charges were taken as activity in the account further remedying dormancy. I am not sure why a non-voluntary activity such as auto-debiting {$9.00} per month will avoid dormancy status.
When I complained, the supervisor was kind enough to give me 6 months of service credit. He sympathized about my situation that I had no way of knowing of dormancy status and the subsequent charges, however he was not able to further help and directed me to write to the office of the chairman.
On XX/XX/XXXX I sent a letter to the chairman 's office and I got a call on XX/XX/XXXX. The rep from chairman 's office was willing to give extra 3 months of service charge credit, while I was asking for all of the service charge refund. She stated that not sending the dormancy letter by physical mail is not bank 's error. Otherwise if it was bank 's error then they have a policy to refund completely. With not getting a resolution of this matter after escalating it to the highest point I could go, I am contacting CFPB to look in to this matter. I am sure there may be more such cases with Citizen 's Bank.
For now I have replenished the balance back to above {$1500.00} in my account. Please reach out to me on my cell phone so I can further discuss this matter with you.
XXXX XXXX XXXX
|
| 04/12/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
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On XX/XX/XXXX Citizens Bank credited {$1500.00} to my checking account from my XXXX XXXX credit account. I did not authorize this credit and had not filed a complaint with Citizens Bank which would have triggered this type of transaction. I called XXXX XXXX to see why this had happened, they told me that the transaction was initiated by Citizens Banks, so I called Citizens Bank where I was told that I had initiated the complaint which triggered the credit at a local branch in XXXX, VT. I went to the local branch the next Monday to confirm that the complaint had been made from them, since I did not remember making this complaint. The bank tellers at this location let me know that they did not file a complaint on behalf of my account and they could not have done so with out my permission. I called Citizens Bank customer service again where I complained about a transaction being made to my account without my authorizations. I received a call from someone named XXXX from the the office of the chairman, XXXX, he told me that he would look into this, but told me that the complaint that I had submitted was actually done by telephone and not through the branch. I asked him to locate the call and to see if I had in fact made a complaint. XXXX told me he would get back to me by XX/XX/XXXX. XX/XX/XXXX I emailed him to ask why he hadn't followed up. He still did not call me back. On XX/XX/XXXX I received a document from Citizens Bank in the mail with the title " Written Authorization of Unauthorized Debit. '' The intent of the letter which, I have attached, was actually to get me to sign a document saying that I had filed a complaint which triggered Citizens Bank to credit my account {$1500.00} on XX/XX/XXXX. I emailed XXXX immediately to ask what this was about. XXXX called me back to let me know that the case had been closed and that it was determined I had filed a complaint. I asked if he found the phone conversation where I did make the complaint. He informed me that he didn't and that there was no record of my call. I asked him to go and find the call and find evidence that I had in fact made a complaint. He told me he would get back to me on Friday XX/XX/XXXX. XXXX still has yet to get back to me despite multiple efforts on my part to get in touch with him I am complaining because Citizens Bank filed a complaint on my behalf, authorized the credit of {$1500.00} into my account which caused late fee and interest fees from XXXX XXXX, all of this without my permission. They later tried to get me to retroactively sign a complaint form to cover for their own mistake, and now are not communicating with me at all to fix the issue.
|
| 06/23/2016 |
Yes |
|
- Loan modification,collection,foreclosure
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Web |
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|
I engaged my second mortgage company back in XXXX regarding me selling my home via short sale as instructed by my first lien holder. I worked diligently with the relationship manager assigned to me to get all required documentation to them. The last item they needed was the approval from the first lien holder, which I did not have and I instructed them that I would send it as soon as I received it. I continued to keep the second lien holder abreast of the first lien holders position, but after my file being opened for over 3 months they told me that they would have to close my file and I would need to start the process from scratch! I pleaded with them not to close the file as I was told by the first lien holder that I would have the approval within a couple of days. They still closed my file and I received the first lien holder approval and a close date that next day and called the second lien holder who told me that my file was closed and all I could do was to resubmit. I resubmitted everything that day and then the back and forth with the second lien holder started again where they would tell me that they did n't receive one thing or the other. Every time they said they did n't get something that I had sent, I would immediately send it so as not to delay the process knowing the closing was already set by the first lien holder. Finally, 2 1/2 weeks prior to the scheduled close date, they said that they had everything but would need to perform their own appraisal because for some reason they said that they could not accept the one performed by the first lien. Again, I pleaded that the deadline to close was quickly approaching and they still claimed they had to do their own BPO. I and my realtor have been following up with the relationship manager at Citizens the second lien holder for the last 2 1/2 weeks about the appraisal and still none has been done and they still have yet to issue their approval on the short sale. The fist lien holder has instructed that they will foreclose if we do n't close by the deadline, but may be able to push the closing out if it slips, but no promises. I feel that the second lien holder has been dragging their feet with the whole process and is not being compliant or working diligently to assure that the short sale closes. Seems they are trying to force a foreclosure by their negligent acts and I would like for someone to look into this. As of today, I have been reaching out daily and was told that they file is with the processor, but still no appraisal. The closing date is set for next Monday, but still not approval from the second lien holder and dragging feet. Please look into this!!
|
| 08/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX, I originated 6 loans with XXXX XXXX XXXX in XXXX XXXX South Dakota. I made all 6 XXXX and XXXX payments to XXXX XXXX XXXX.
Sometime in XXXX, 3 of these 6 loans were sold to XXXX XXXX XXXX XXXX. On XX/XX/XXXX, at the direction of XXXX customer service agent, I signed up and created my credentials on XXXX XXXX Secure Messaging System Portal. Through this portal, I made all 3 loan payments. Also on XX/XX/XXXX, I enrolled into autopay for all 3 loans ( see attached confirmation emails ).
On XX/XX/XXXX, our office received a call from XXXX XXXX XXXX XXXX collection agent. I returned the call on XX/XX/XXXX. I was told that I hadn't made payments since XX/XX/XXXX. The checking account enrolled with autopay maintains a very sufficient balance to cover all payments. I don't monitor this account, hence the function of autopay.
I immediately inquired with the XXXX representative regarding their reporting to credit bureaus and was informed XXXX has been reporting the derogatory items to the credit bureaus. I informed them that I could make all payments immediately and requested XXXX retract the derogatory credit reporting items. I was passed back and forth between XXXX XXXX. I was initially instructed that XXXX couldn't make any changes to their credit reporting and would have to contact the credit bureaus directly. Then another XXXX representative told me to write a letter to their research department and they'd look into it ( see attached letter & XXXX response ).
Given the conflicting responses and lack of concern for my credit and my financial future, I declined making payments. I inquired with my legal counsel as to next steps and direction to resolve this matter. I was advised by my counsel to make payments and bring account current. On XX/XX/XXXX I tried making this payment. However, after receiving an update of address letter on XX/XX/XXXX ( see attached ), XXXX commenced foreclosure with the a letter from XXXX, XXXX XXXX XXXX ( see attached ).
I have never received physical mail prior XX/XX/XXXX from XXXX XXXX XXXX XXXX nor had I received any notifications of cancelled auto pay via XXXX XXXX Secure Messaging Portal.
I was told my a XXXX representative that XXXX was using the wrong mailing address and that their system had noted mail being returned from their mailing address on file.
My closing disclosure documents with XXXX XXXX denote my personal home address as my mailing address. XXXX has my personal address in their files.
I need XXXX to correct their mistake and remove all derogatory credit reporting.
I've spent many hours trying to remedy this with no help from XXXX XXXX XXXX XXXX.
|
| 02/19/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
- I had a checking account and savings account from XXXX Bank. Sometime in XXXX, XXXX announced that it will no longer serve me and that my accounts will be transferred to Citizens Bank. I did not want to have an account with Citizens Banks, so I called XXXX and let them know. The XXXX representative responding my call ensured that my accounts will not be transferred, as long as I close those accounts before the transfer in XX/XX/XXXX. - I closed both my checking and savings account with XXXX on XX/XX/XXXX, and double-checked with the XXXX representative whether my accounts are closed for sure, and whether I should worry about my account information being transferred to Citizens Bank XXXX The representative ensured that my accounts are closed, and that the account transfers to Citizens bank will not happen. Yet, I received a credit card and a debit card from Citizens bank by mail in XX/XX/XXXX. I called multiple times to XXXX in XX/XX/XXXX to complain : the XXXX representative still insisted that, because my accounts are closed, Citizens can not open my account, and that I should contact Citizens bank because my problem is with Citizens bank. I protested that it is XXXXXXXX 's fault because XXXX sent my information without my consent, but all XXXX representatives I talked to repeated a similar line of answers and refused to issue any written confirmation of what they were saying to me over the phone. I now seek what I can do against this unauthorized transfer of my account information and the opening of accounts. - When I closed my checking and savings account with XXXX on XX/XX/XXXX, I attempted to close my credit card account with XXXX. The representative said the credit card account will not be a part of the transition to Citizens Bank, so I told the representative I will keep the credit card. Now, because I was unhappy with what XXXX and Citizens were doing with my personal information, I decided to close my credit card account with XXXX. When I called XXXX on XX/XX/XXXX, to close the credit card account, the XXXX representative said, unlike what the XXXX rep told me on XXXX call, my credit card was to be transferred to Citizens Bank from the beginning, and now XXXX can not close my credit card account because it is now transferred to Citizens. I demanded that XXXX check their record of my call with the representative on XX/XX/XXXX, the representative answering my call on XX/XX/XXXX, stated she does not have the authority to check the recording nor has the phone number to call to check. - I have made recordings with XXXX customer representatives, which can be provided upon request ( did not attach due to size )
|
| 01/27/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
This is regarding a business checking account and a merchant services account, The merchant services account was never terminated by the bank in XX/XX/XXXX.
Citizens bank/ XXXX XXXX has been debiting fees from my business account for seven years on a merchant services account ( XXXX XXXX ) that was supposed to be terminated in XX/XX/XXXX when we signed up with a new and lower cost merchant services option that was offered by Citizens bank named ( XXXX XXXX XXXX ).
The local branch was to handle the termination of the old M.S.A when the new one was up and running. Apparently they did not perform this task.
It was later discovered that during this time XXXX was either acquired or merged with the new titled organization named " XXXX XXXX ". It was the these " XXXX XXXX " debit line items that were not recognized on our business banking statements as charges from " XXXX link '' and in fact was thought to be some type of third party charge for the new vendor " XXXX XXXX XXXX ". These fees started out very small and then increased and ranged to over $ XXXX/month for a total of {$5100.00} ( Seven years of admin fees on this unused account that was supposed to be terminated in XX/XX/XXXX ).
When the problem was discovered : in XX/XX/XXXX I made a call to the new vendor " XXXX XXXX XXXX. I wanted an explanation on what this fee was for and why was it so much? - it was at this time when it was discovered that this fee had nothing to do with the new vendor " XXXX XXXX XXXX. ". The XXXX customer support rep then informed me that the XXXX XXXX fees were from another Merchant services vendor - The old XXXX Link.
I contacted my local Citizens bank in whom I have been with for over twenty years and they forwarded this matter to " The Chairman of the boards office ". This upper arm of Citizens were only willing to give a refund of the last month of fees and then months later threatened to shut my account down due to an " administrative error ".
I am seeking the full reimbursement plus interest for seven years. ( {$5100.00} plus interest. ) At no time did Citizens or anyone inform us of this transition. Additionally we never received any XXXX XXXX statements, emails, yearly compliance forms or XXXX tax forms There was nothing ever sent to us that would have alerted that there was a problem and that the old XXXX Link was now being called XXXX XXXX and that they never terminated the account in XX/XX/XXXX as they promised.
The other important issue that really concerns me is the greatly varied and sometimes high monthly fees on this unused merchant services account where no transactions have occurred in seven years.
|
| 02/19/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
- I had a checking account and savings account from XXXX Bank. Sometime in XXXX, XXXX announced that it will no longer serve me and that my accounts will be transferred to Citizens Bank. I did not want to have an account with Citizens Banks, so I called XXXX and let them know. The XXXX representative responding my call ensured that my accounts will not be transferred, as long as I close those accounts before the transfer in XX/XX/XXXX.
- I closed both my checking and savings account with XXXX on XX/XX/XXXX, and double-checked with the XXXX representative whether my accounts are closed for sure, and whether I should worry about my account information being transferred to Citizens Bank . The representative ensured that my accounts are closed, and that the account transfers to Citizens bank will not happen. Yet, I received a credit card and a debit card from Citizens bank by mail in XX/XX/XXXX. I called multiple times to XXXX in XX/XX/XXXX to complain : the XXXX representative still insisted that, because my accounts are closed, Citizens can not open my account, and that I should contact Citizens bank because my problem is with Citizens bank. I protested that it is XXXX 's fault because XXXX sent my information without my consent, but all XXXX representatives I talked to repeated a similar line of answers and refused to issue any written confirmation of what they were saying to me over the phone. I now seek what I can do against this unauthorized transfer of my account information and the opening of accounts.
- When I closed my checking and savings account with XXXX on XX/XX/XXXX, I attempted to close my credit card account with XXXX. The representative said the credit card account will not be a part of the transition to Citizens Bank, so I told the representative I will keep the credit card. Now, because I was unhappy with what XXXX and Citizens were doing with my personal information, I decided to close my credit card account with XXXX. When I called XXXX on XX/XX/XXXX, to close the credit card account, the XXXX representative said, unlike what the XXXX rep told me on XXXX call, my credit card was to be transferred to Citizens Bank from the beginning, and now XXXX can not close my credit card account because it is now transferred to Citizens. I demanded that XXXX check their record of my call with the representative on XX/XX/XXXX, the representative answering my call on XX/XX/XXXX, stated she does not have the authority to check the recording nor has the phone number to call to check.
- I have made recordings with XXXX customer representatives, which can be provided upon request ( did not attach due to size )
|
| 04/07/2017 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
I opened a business checking account at Citizens Bank when I started my small business about a year ago. I chose the " Clearly Better Business Checking '' account because it has has no minimum balance requirement and no monthly maintenance fee. In general it seemed like the best low-cost option to help get my business off the ground at a point in time where I 'm extremely vulnerable to any extra costs.
When I opened the account I gave them all my standard information and my email address. Probably my phone number too. I did n't sign up for any extra services like overdraft protection and I went along with what the bank employee told me to do in order to open up the account.
Because I 'm running an XXXX business my only expense up until this point has been a monthly {$20.00} charge from a XXXX company. When I opened up the account I initially put some money in and every few months or so I would log in and check my account to see if it needed more money to cover the XXXX.
Fast forward to earlier this week. I logged into my account after not checking on it for a few months and I discovered I had {$120.00} in overdraft fees. I thought how in the world could this happen!? I did n't sign up for overdraft protection and I thought any charges would be denied if I did n't have sufficient funds. It turned out Citizens Bank allowed the charge to go through and my account was negative only XXXX or XXXX dollars.
When I dug a little deeper I discovered what was really going on. When I opened the account I opted for paperless statements to avoid a fee if I remember correctly. I assumed that Citizens Bank would contact me via email, mail, phone, or text if something needed my attention. After going through obscure settings menus I discovered that all alerts had automatically been set to off! Citizens Bank was letting these overdraft fees rack up silently without telling me anything!
As a XXXX, I know this did n't happen by accident. This is called a XXXX and Citizens Bank set all the alerts to off so it could squeeze even more money from consumers who do n't know any better and trust that banks would act honestly.
I feel absolutely cheated. I sent them a message using their online banking interface and I have n't received a reply yet. I would simply ask that you persuade Citizens Bank to do the right thing and refund the fees. If I were notified, I would have immediately deposited more money and avoided the overdraft. I 'm a responsible banking customer and I have never overdrafted any account in my life. I would also like an explanation as to why my account was allowed to overdraft in the first place.
Thank you.
|
| 08/01/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
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On Saturday XX/XX/22 I was notified I had overdrafted. I looked at my account and a check had been cashed for {$5000.00} and in the memo it read " car sale ''. I was very upset so I went to a local Citizens Bank and told the teller what was going on and was told that they had no time to see me, and she sent me to another branch. This upset me further but I went to another branch. The teller began saying they had no time to see me at this location as well, despite telling her a large check was cashed and it was not me who wrote said check. She told me to come back in 45 mins. I returned and dealt with the same XXXX I dealt with on XX/XX/22 when my debit card was compromised. I explained I did not write this check as I have never had a check book, and asked why I wasn't notified about such a large amount of money being withdrawn. I was told the bank can not notify every person whenever a check is cashed. The bank did not mention/offer a provisional credit and actually had me withdraw my own money to get through until I spoke to the police. At this time the fraud department ( who I could not get through to at all during the morning ) had the complaint and was beginning their investigation, so the bank XXXX told me to come back on Monday XX/XX/XXXX at XXXX. I returned this morning and asked several questions 1. How did this check get cashed when they have on record I have NEVER written a check OR ordered checks from them.
2. I was in the bank not 2 weeks earlier reporting a fraudulent attempt on my debit card, at which point I was issued a new one. So why wasn't my account flagged as it was reported by me to the bank XXXX that my information was attempting to be stolen.
3. My car payment was taken out the same day I supposedly was spending {$5000.00} on a " car sale '' as the memo read. And this went unnoticed within THE SAME BANKING INSTITUTION!
4. The {$5000.00} check was deposited on XX/XX/22 and sat for 3 days waiting for approval to go through, and I was NEVER NOTIFIED!
5. The check and signature are CLEARLY not written in my hand writing. 6. I do not overdraft often, why didn't anyone notice that this check was for {$5000.00} and I only had {$300.00} in my accoun
t.
I have had to take {$1500.00} of my own money to use while this is being investigated and was told by the XXXX today that this shouldn't have ever happened due to all the reasons listed above.
Nothing was done by Citizens Bank to prevent this money from being stolen. I asked why there is a fraud dept and why I'm giving them my money/business to protect my money, when not ONE SINGLE PRECAUTION was taken to stop this check from being cashed.
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| 11/13/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
Older American |
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I opened a saving account at Citizens Access on XX/XX/2023 in the amount of {$160000.00}. As requested online, I linked my checking account from other institution to newly opened account at Citizens Access. I authorized Citizens Access to fund the account by withdrawing funds from checking account held in other institution. Account was fully funded on XX/XX/2023. On XX/XX/2023, I requested to transfer funds back to the institution the money was withdrawn from. Later that day I was informed that my account was frozen and I can not withdraw money from it. Since the account got frozen, I called numerous times and spoke to different bank representatives including " managers '' but no one gave me a clear answer as to the reason the account got frozen. Finally, I got contacted by XXXX XXXX ( XXXX ) from the office of the chairman with instruction how to proceed. As directed by the Citizens Access ( I personally spoke to XXXX XXXX ), I contacted funding bank ( XXXX ) and asked to send an ACH reversal. Within one week of the request, my account at the funding bank was funded in the amount of original transfer of {$160000.00}. At this point I considered this issue closed. However, when I checked the balance on my account at Citizens access the funds were never withdrawn and it was still showing the full balance of {$160000.00} plus interest. I called numerous times Citizens Access to discuss this matter, but customer service representative and supervisor didn't provide any information except that the account is frozen, and it is under investigation and no further information is available. On XX/XX/2023 my account at XXXX shows a negative balance of {$160000.00} and I assume that Citizens Access didn't release funds. This money is the proceeds from the sale of my residence in New York that was sold, and I intended to purchase a condominium in Florida where I moved after the sale. Based on the action of Citizens Access, I almost defaulted on the purchase contract and was about to lose deposit given to the seller. My son-in law was able to lend me the money so the deal could close. When XXXX credited my account, I returned the money to him. Now I have an overdrawn account and indefinitely can not repay XXXX unless Citizens returns my funds including interest. I do not know when this investigation will end, its going on since XX/XX/2023. My original complaint was made in XXXX, and it is still not resolved. Funding bank was contacted, ACH reversal was sent but the issue still not resolved. It looks like XXXX credited my account with their own funds with the XXXX that ACH reversal will be honored. It looks like it wasn't.
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| 02/05/2016 |
Yes |
- Bank account or service
- Savings account
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Web |
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I have a savings account with Citizens Bank, where I only direct deposit funds and I use it to online transfer money to my family, who also have Citizens Bank accounts. I recently had to transfer {$25000.00} into my father 's account, and so I called Citizens Bank directly and asked them what would be the easiest way to complete this. I specifically asked about their transaction fee limits ( are their fees associated, is it a monthly limit, how much money do I need to keep in my account at all times ) and they told me that 1 ) there are no fees if you are transferring within the bank ; 2 ) there is a transaction limit of {$2000.00} but there are no monthly limits so I can transfer {$2000.00} as many times as I would like ; 3 ) I need to keep {$300.00} in my account at all times as a minimum. I was extremely pleased with the call - and just made XXXX transfers of {$2000.00}. The next day I was charged with XXXX Excessive Transaction Fees ( {$15.00} each ), and then XXXX Service Charge ( {$15.00} each ) - totaling XXXX fees of $ XXXX/each = {$90.00} in fees. I called back Citizens Bank and asked them why this happened, when I clearly called and asked for advice on the correct way to transfer these funds. They confirmed that their agent miscommunicated the rules of my account to me, and due to Reg D restrictions, there was a cap to how many transfers I could make in a month. I told him that if I had known this - I happily would have just found another way to transfer these funds. The agent apologized, but said the only thing he could do was give me {$30.00} of the {$90.00}. I was upset and asked to speak to his manager. The manager confirmed that EVEN THOUGH I called Citizens Bank and asked to be reeducated on the transfer limits and fees of my bank account, and EVEN THOUGH they miscommunicated those requirements to me, that I was the one who was at fault, because I am required to know the rules of my account at all times. He told me that I should have read all this in my account agreement when I started - which is fine, I can agree with that - but then I asked him if I was to call in and ask to be reiterated these requirements ( which I did ), should I not expect that they will communicate these regulations to me appropriately. He said that although they were there to help - they were NOT required or liable for miscommunication.
I happen to work for XXXX XXXX - and I know that they are NOT allowed to withhold financial requirements of my account, especially when I call in and ask to be educated on these requirements. I am EXTREMELY upset, and believe they are being abusive and deceptive to their customers.
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| 03/01/2017 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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I lost my job a few months ago and incurred a small overdraft fee of {$110.00}. I did n't have any funds to pay so my account sat in the hole a while. I finally obtained a new job and called Citizen 's Bank on XXXX XXXX, 2017 to ask if it would be ok if I set up a direct deposit into this checking account. I understood they would take the {$110.00} from the direct deposit balance but the representative explained that everything would be fine to set a direct deposit with a funding date of XXXX XXXX, 2017 and there would be no negative impact on my account. I set up the direct deposit with my employer and also filed my federal tax returns to be deposited into this account. Pay day comes and my card declines at the store, I checked online banking and the account was showing as closed and charged off. I called customer service and they said to speak with recovery, recovery said that although I was clearly misinformed and my account was set to charge off, there was no way to keep my same account information. I called customer service several times, escalated through different departments and received different answers from each representative I spoke with. A rep even hung on me after placing me on " hold ''. I was directed to my bank branch, where the manager told me to my face that she had full " discretion '' to open a new account for me but refused because of the negative balance. I explained several times that the direct deposit was set up and that I was told to set it up by Citizen 's Bank so that debt could be paid and my account would remain open. With this confusion Citizen 's refused to recover my original account. I did n't have access to my paycheck for another week and had to borrow money from friends and pay back with interest, I had to change all my banking info with HR which could cause a delay with my next paycheck, and I also am not able to change my account info on my tax return which will now cause an approximate 10 week delay on my refund because a papercheck will need to be mailed after the bank rejects the funds to the closed account. I 've already been out off work for 5 months and need immediate access to any funds available to me. The bank giving me this misinformation has put me in a tough situation financially and no one helped me and I was treated like XXXX by almost everyone at the bank. I would have never set up direct deposit for a closed account. I would have paid the {$110.00} ( hence me trying to make arrangements ) and set up my direct deposit for a different account. I have no clue when I 'll get my taxes and I need to catch up on bills I fell behind on being out of work.
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| 09/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Citizens has been harassing me for payments they received! am paying for a refinanced loan taken in XXXX and paid additional payments approximately 3 - 4 times a year, it should have been paid in full by XXXX! They say not received XXXX 's payment yet they cashed XXXX 's payment on XXXX ( due to them stealing {$1100.00} from my account on XX/XX/XXXX, & cashed XXXX 's payment on XX/XX/XXXX for which I attached proof from my federal credit union 's investigation +, I paid XXXX 's mortgage payment and have never been more than XXXX days late even once/year, but Citizens reported me to the Credit Reporting Agencies ( CRAs ) falsely that I paid 3 times more than 30 days late to the CRA s then cash my check!
I called Save Your Hoe Hotline and they informed me the week of XXXX XX/XX/XXXX that there were 2 other mortgages in my name which I originally thought must be the problem as I only got the original mortgage on XX/XX/XXXX, and refinanced in XXXX. For the 1st mortgage, I paid extra on the principal once or twice a year paying off in 1/2 the time! Now, the Loan # XXXX, I pay as aforementioned and it should have been paid in full no later than XXXX! I have continued paying extra on the principal but Citizens applies f my payments toward any account they decide without my authorization! I write the loan # on my check and do NOT have another loan with them but they say I do!?
They're known to use illegal banking practices I learned from Enforcement Act infringed on for doing the same illegal banking practices they are doing to me! I have discovered over the years trying to force them to truly investigate and fix the amount owed but payments Citizens requested rises instead of declining but I owe XXXX!, 4 extra payments numerous times each year has loan as aforementioned paid by XXXX so i have been paying over " $ XXXX extra for 3 years or more! I complain and the follow-up after investigation letter always says there is no error but XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX. all find fraudulent accounts not mine &, credit my account. are Citizens! Th. They are the only banking institution in the United States not investigating and seeing it is not me opening other loans/accounts- are Citizens!! I fixed my credit, Save Your Home Hotline said that it is obvious that the loans -one in XXXX & there other in XXXX which I only learned of the week of XX/XX/XXXX. I had no clue of them and they are forgeries as I am 100 % sure no other loans. I pay my bills and am a responsible person! Citizens. would not have given me a loan with a XXXX credit score at the time due to identity theft! I would not have got 2 loans
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| 03/19/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I had a mortgage with from XXXX of XXXX to XXXX of XXXX and never missed a payment. I refinanced my Citizens Mortgage through XXXX in XXXX of XXXX to obtain a XXXX loan to completely renovate my home. My home is built. My current mortgage is with XXXX for {$410000.00}. My house is a single family ( XXXX ) in XXXX XXXX with an ocean view, XXXX car garage, and an additional parking spot.
In late XXXX of XXXX, after I moved in, I started a refinancing process with Citizens to lower my monthly payment by close to or at {$600.00} because I would no longer need PMI insurance. I provided Citizens with every document it asked for ASAP ( XXXX for XXXX, XXXX, XXXX ) I signed to allow my income taxes to be released.
I paid {$450.00} for an appraisial of my home which occurred on XXXX XXXX of XXXX. The apprasal came in ( {$590000.00} ) signifigantly under market value. I raised complaints about the my appraisal to the loan originator, XXXX XXXX of Citizens Bank XXXX XXXX XXXX, and she agreed it was way under value, would file an complaint, but the loan should be fine even though the appraisal was so artificially low.
I was told we would close at the end of XXXX XXXX. We did not close then and was told we would close at the end of XXXX. All along, as is available via email, I was told the loan was going forward and we were all set. On XXXX XXXX, XXXX, I was told via email from XXXX XXXX we would close Monday XXXX XXXX, XXXX at XXXX at the XXXX XXXX XXXX XXXX. Then it was moved to XXXX XXXX. I was told over the phone by XXXX on XXXX XXXX around XXXX we were closing tomorrow XXXX XXXX. At XXXX XXXX XXXX I received an email from XXXX saying the loan was denied. XXXX also said in the email she had a sore throat and cold not talk. Reason stated was the amount of my summer job was {$1900.00} less on my XXXX than XXXX had told me it was safe to cancel my XXXX payment with XXXX which I did via telephone. I planned so financially. I have a XXXX child. My wife is not working. I now need to come up with additional money which I was told I would not need because my Citizens payment would be lower.
I did everything asked, was told only positive things about my loan ( in other words all I ever heard via email, telephone was that it was moving forward ) and get an email the night I was supposed to close that it is not happening. After another week of vetting my financial sources, which I submitted back in early XXXX of XXXX, I was told by my loan officer i was denied on Friday XXXX XXXX, XXXX.
No bank should be allowed to treat people in such a manner, especially when people 's financial future is held in the wings.
|
| 02/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
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Web |
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On XX/XX/XXXX a fraudulent charge appeared for {$400.00} on my checking account. I immediately called Citizens Bank to inform them. They told me I would receive a temp refund and an investigation would take place. I asked if I should change my debit card number and was told " wait for the investigation results... they will call you ''. on XX/XX/XXXX, I received the refund and a couple days later received a letter asking for additional information on a form. I completed that form and mailed back within 2 days of receiving. On XX/XX/XXXX, another fraudulent charge appeared on my account for {$190.00}. I again immediately called Citizens back and filed another fraud case. I then demanded that my debit card be changed. I received a new card a few days later. I never received a call from citizens stating the results of the first case. on XX/XX/XXXX I received a letter from Citizens stating that they had investigated the case and that the first charge was not fraudulent. they stated they were reinstating the debit of {$400.00} to my account. I called citizens and spoke with a customer rep who said she would have the fraud team call me in a couple days. I received a voice mail a week later from Citizens, but the call back number was the main number and they can not connect me with the fraud team. They said they would put in another request to have them call me. To date, I have made about 10 calls and 2 trips to my local branch. I received 1 other call from a rep, but they just listened and said they would have the case examined. I have since received subsequent letter stating that both of my fraud cases were found to no be valid. Currently I am out {$600.00}. There is NO DOUBT that these charges are fraudulent. At the time they were made at a point of Sale device in XXXX TX, I was in Rhode Island and have subsequent charges from the same day attending to my location. Citizens has stated they have tried to call me multiple times, I have no record of these calls and am more than willing to produce my phone records to prove that. Citizens has never provided a rational as to why they feel this is not fraud. In my opinion, this case represents a bank not properly investigating a fraud charge and making the process so difficult that the consumer just ends their pursuit to recover stolen funds. I wonder how many less tech savvy customers have given up on the process, but I assure Citizens, I will not. Citizens Bank has an obligation to protect its customers money. They have failed and are attempting to negate their responsibilities.The two fraud claim numbers assigned by Citizens bank are XXXX and XXXX.
|
| 02/11/2017 |
Yes |
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Web |
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I applied for a credit card with Citizens Bank online in order to balance transfer a higher rate card which I indicated at application that I possibly wanted to transfer {$3000.00} ( not knowing the amount I would be approved for. I was informed obtained a {$6000.00} credit limit 2 weeks later. I accessed the account online and attempted to complete the transfer and it indicated that it would need to be completed by phone. I called and completed the transfer with a rep there for {$5500.00} who did not inform me there was another transfer pending. I received a letter on XX/XX/XXXX that indicated that the additional {$3000.00} transfer had been attempted but would not be able to be completed as it exceeded the credit limit. I did n't remember the {$3000.00} initially but thought that this was going to be resolved by the company 's fail-safe precautions to which the letter was informing. Later I had received a call from the credit card company indicating that both transfers had completed and I was over {$2500.00} over my credit limit. I indicated that I had not authorized the additional {$3000.00} and wanted it reversed. This rep apologized, indicated he would reverse the transfer and indicated it would all be corrected. A week later I got another call and an email from my credit protection company ( XXXX ) indicating that my score had dropped XXXX points as a result of me going over my limit. I talked to a rep who explained that the second transfer was a result of the amount requested prior to approval and indicated that the whole situation was my fault even though the rep that initiated the second transfer had not indicated there was a transfer pending, the letter indicate there should have been a fail-safe preventing the transfer and that the later rep said he could reverse the transfer. I indicated that I wanted to file a complaint and possibly take legal action and wanted all transcripts of the 3 earlier contacts by phone. He said that he could no longer speak to me due to this action but indicated that I would be contacted by their complaint department within 48 hours. Did not happen. Called back and again was told that I would be contacted. I since reversed the {$3000.00} from the credit card that received the transfer ( XXXX XXXX XXXX ) but per XXXX no change to my credit report has happened. That was 2 weeks ago. I want to file a formal complaint. I want my all XXXX repositories contacted and informed of the accurate balance and that the {$3000.00} transfer was a mistake by Citizens Bank and that my report should not be negatively affected by the balance exceeding the credit limit.
|
| 09/09/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Application, originator, mortgage broker
|
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Web |
|
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I submitted a HELOC loan application XX/XX/XXXX along with my supporting financial information including proof of income, tax returns, and home owners insurance information. After not hearing from the bank ( Citizens Bank in the XXXX XXXX Branch, XXXX, NY ) for several weeks I called the branch to learn that the bank employee that was 'handling ' my application and who had custody of my personal financial information, had left the bank. When I enquired where my information was, the bank employee told me he did not know but he would look for it. Later that day he called me to tell me they found it in a drawer of the former employees desk. I then requested the branch mail my financial information back to me. After a week and a half I had not received the information and I called the bank and spoke to the branch manager who told me she had it and if I wanted it back I had to come into the branch. I did so. At that time I lodged a complaint with the regional supervisor of the branch. At that point the regional manager asked me if I still wanted to proceed with the HELOC loan. I told her I did not as all I had were problems with this branch ( see a current complaint I have pending with this branch regarding fraudulent loan practices ). She then told me the bank would discontinue my application. I then told the regional supervisor I wanted to lodge a complaint against the branch for the shoddy mishandling of my original application and personal financial information. She said she would but after several weeks of not hearing from her nor receiving anything from the bank acknowledging my complaint I escalated the proceeding to the 'Office of the Chairman ' Two weeks later I received a 'rejection letter ; for my HELOC dated the day after my request to have my application withdrawn. The reason they gave was 'excessive loan to income ratio ' Since the bank never had my income information ( found in a desk drawer of a departed employee ) One other totally amazing fact about my so-called rejection letter, they rejected me for a loan I never asked for! They claimed it was for {$190000.00} when the fact of the matter was, it was suppose to be for only {$90000.00} I maintain that the banks rejection of my loan was discriminatory and vindictive because of my complaints and withdrawal of my application. The upshot of all this is when I told the banks 'Office of the Chairman ' they said they would investigate all these matters. To date they have not done so nor have I been informed in writing by the bank about my complaints.
One final thing, according to my FICO score which the bank sent me it was XXXX!!
|
| 08/17/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
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Web |
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I am disputing a charge of {$320.00} from Citizens Bank for the following reasons : -The item in question is not accurately reported -Bank did not notify of the accounts charge-off -requesting verified proof of the amount owed -requesting permanent deletion I disputed a charge for {$320.00} from Citizens Bank dating back to XXXX which appears on my XXXX Report. This account had payroll checks deposited from my then employer, XXXX XXXX XXXX XXXX returned. Checks were held for a period of 10 days due to company 's financial issues causing " XXXX '' a Pay Day Loan Lender to repeatedly attempt to collect funds from the account as payroll funds were held or even returned. The account overdrew to {$140.00}. I requested the bank not allow the PayDay loan company access to the account to allow me to pay them seperately as I learned my Consumer Rights regarding illegal PayDay Loans ( N.Y. Banking Law 340, N.Y. Banking Law 373 and N.Y. Penal Code 190.40 ). I was never notified of continued attempts to draw from the account once the balance owed was paid in XXXX. I am currently trying to open a Business Checking as is required by XXXX XXXX and XXXX XXXX Certification process and can not complete the process because of an inability to have Citizens Bank clear this from XXXX. I called Citizens Bank and was transferred to Citizens Bank collection line at XXXX. The teller : -could not verify an attempt to make me aware of the accounts status -could not verify the amount owed -could not verify to whom the account was charged-off -will not accept payment due to age of the account I contacted the past employer to verify if any other final payroll checks had been reversed. The employer could not verify and offered to resolve the situation with Citizens Bank for any *verified* amount resulting from a returned or outstanding payroll check. The Agency ( XXXX XXXX ) can be contacted at : XXXX XXXX XXXX or XXXX XXXX. When a request was made for where to direct payment, Citizens Bank claimed that it " is not collecting on the account due to its age and can not apply payment. '' Documents supplied demonstrate that XXXX XXXX ( Past Employer ) " furloughed its remaining four employees ... .was in the midst of a financial crisis in early XXXX ... hired an outside auditor after depleting its line of credit and failing to pay bills. '' Requesting permanent deletion from XXXX XXXX Without deletion, this report on XXXX prevents me from certifying my business with New York State. An inability to complete my NYS certification keeps me from collecting on current contracts which require a XXXX XXXX XXXX certification.
|
| 05/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
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Web |
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On XX/XX/XXXX I received a settlement check for {$12000.00} from XXXX XXXX from a cashiers check. I called XXXX XXXXXXXX and verified the check was legit and negotiable, and I could go to XXXX XXXX and get the check cashed same day. Before doing this, I called Citizens bank and a representative told me that I could cash it at Citizens which is where I bank at, and I would have no problems since it is a certified check.
The next day I come to find out the check is going to be on a 7 day hold, which is fine. 7 days later when the hold was removed, my debit card was disabled and my online banking access was terminated. I was told by a Citizens rep that my account is under review but it is not closed and I could access my funds through a cash withdraw at a branch with my photo ID ( this was a Friday ). On the following Monday, I took time off work to head to the nearest branch 45 minutes away, and called to confirm that I could withdraw money at a branch and again I was told I would have no issues.
When I get to the branch, after about 30 minutes of waiting I was told no I could not withdraw any funds from my account and the banker will reach out to the back office to see what is going on. She then comes back and says this whole issue is due to the check from XXXX XXXX.
It took me about 15 minutes to be able to call XXXX XXXX and verify this check by giving them details, yet for some reason Citizens bank still has not done anything to clear whatever problems they are having with the check.
Its now 2 weeks later and my account is still locked and I have missed multiple bill payments, had to get short term loans from friends and family, and scrambling to make ends meet when I have plenty of cash being held by Citizens bank. Every time I call, a customer service representative says my account is in good standing and I can withdraw cash from a branch with photo ID.
I just get wrong information all the time from this branch, first I am told a cashiers check would be no problem to cash when I first got it, which was clearly wrong. Then I am told to travel 45 minutes to a branch and leave work, just to waste my time and be told I can not withdraw any money. Its almost like Citizens Bank feels as though the money in my account is their money. I do not know what to do, or who would give me correct information. I was told a letter would arrive in the mail, and I have not received any letters in the past weeks. I have no spending money and am going through an extreme amount of stress due to all the lack of communication/misinformation/clarity.
I hope nobody else has to go through this
|
| 02/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
1st : In XX/XX/XXXX, I was encouraged to move to bi-weekly payments for my mortgage following the online guidance by Citizens Bank. I had been paying via autodraft no problems to date.
2nd : That month, an agent contacted me from Citizens stating they see that I changed the auto draft to bi-weekly, but they needed to take an extra month payment to be a month ahead of payment for the bi-weekly to work ( 1st problem- this was not clear online, and did not stop me from configuring ). I complied, and paid and told all setup.
3rd : In XX/XX/XXXX I received a letter stating my mortgage payments were now in arrears and that I needed to settle ASAP and Citizens had informed the credit bureau 's of the delinquency of my accounts!
4th : I immediately contact the bank, explained that something broke in their process, and settled the arrears. I requested that they check the auto draft bi-weekly was now correct, and they said no they can not do that until 2-3 days after the account is up to date.
5th : I then called back, and was informed again, that sorry the bi-weekly can not be taken into affect, as needed to pay another 1 month in advance to have the account in a state that bi-weekly can take affect. I settled this and complained again, asking that they correct the mistake with the Credit Bureau agencies- they said they would.
6th : Bi-weekly auto draft finally takes affect 4-5 months later, but from the wrong account. In their system I have the 'favorite ' account set, and they draw from another account I have as the 3rd option in the list. I call again, they say sorry they can not change the autodraft account themselves. They have to cancel the autodraft, wait 24 hours, then choose a new account to draw from, and turn back on autopay. Why do this when the payment account favorite is ALREADY set?
My complaint : Putting aside the incompetency of the systems of Citizens, and clearly outsourcing the Mortgage loan servicing with separate systems and support staff, my main complaint is the lack of formal complaint handling procedure, and the negative affect on my credit score which was not my fault, and their slowness to act. The first agent told me they did not have a complaint procedure. The agent that did take my details said they would treat it as a priority case to be discussed, but I never received any correspondence except a letter that my bi-weekly was not setup.
Lastly : This account was sold by XXXX to Citizens. When I asked, how do I close this account, or setup my first wire to pay my taxes, I was told I needed to physically visit a branch. There are NONE in Georgia!
|
| 07/20/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
|
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Web |
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I have applied for a XXXX Refinance with a Mortgage Lender, which involved submitting a request to RBS Citizens to Subordinate a Home Equity Line of Credit to the new first lien mortgage. I was approved for the refinance and the application for the Subordination was sent out to RBS Citizens, which included all of the documentation requested in their request checklist ( compiled by the title company ) and the request was submitted the first time with the incorrect fee for the Subordination request. The request was sent out ( XXXX ) with the check for the correct amount ( {$250.00} ) and returned as the request was denied because an appraisal was not submitted. I called RBS Citizens to find out why the request was denied, as I did apply for a XXXX Refinance and subordinate lenders are required to approve the request ( provided the account has a satisfactory payment history, which I do have ). They told me the reason for the denial was because I am required to submit an appraisal because my line was frozen and when a Home Equity Line is frozen, regardless of using a XXXX Refinance or not, we needed the appraisal. I paid for the appraisal. The appraisal was done and the application for the Subordination was submitted again. I hear nothing, so I called thus again ( keep in mind, my title company has been calling for status updates as well as myself ) and now I am told they need 10 days to log the request in and reply to the request. This happened late XXXX and was told the 10 day mark would be XXXX XXXX. No response at all, so I wait longer. I called again and was told by different customer service representative that the appraisal was not required ( even if my line was frozen ) if applying for a HARP refinance. Now I still have no answer and I spent in excess of {$400.00} for an appraisal, which was not needed in the first place. I called the title company today again to ask if they received the package returned or have they received any updates, which they did not.
My frustration with this is endless and I can not finish my refinance until this is resolved. EVERY time I call or my Title Company calls, I receive a different story with no direction on how to resolve this issue. I can not imagine that RBS Citizens is doing this to all of their customers who request subordinations for their Home Equity Lines but I would like to get to the bottom of this and have my subordination approved and receive a refund for the money I spent for the cost of the appraisal which was not needed in the first place.
I appreciate your assistance and welcome you to contact me at XXXX XXXX XXXX XXXX.
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| 01/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We are concerned that Citizens Bank has unnecessarily complicated and delayed our refinance with them. In this process, Citizens Banks actions have cost us thousands of dollars and damaged our credit.
We started our refinance with Citizens Bank in early XXXX of 2020 and submitted all requested documentation to them at the time. After we signed paperwork and paid Citizens for an appraisal, they sold the loan to a XXXX XXXX XXXX XXXX XXXX, serviced by XXXX XXXX XXXX.
The mortgage transfer occurred in early XX/XX/2020. During this transfer timeframe, the XXXX mortgage payment, which has been on auto-payment since its inception, experiences what Citizen Bank states as a coding error, and we were not notified. As customers of the new loan servicer, we immediately enrolled in their auto-payment making payments on the XXXX of the month but not notified of the error in XXXX, resulting in a negative mark to our credit history.
Citizens Bank has failed to speak directly with XXXX about this error or offer a reasonable and efficient way of resolving it. They identified the only way to get records for credit restoration is by sending a request by mail or faxing it to them. We have sent a letter ( via certified mail ) XXXX and are still waiting for any sort of response documentation that may resolve the penalty to our credit rating.
In addition to this error, Citizens Bank mishandled our refinance at seemingly every opportunity : Unwilling or unable to obtain building certificate of insurance ( we obtained and personally provided to Citizens XX/XX/2020 XXXX Unwilling or unable to obtain building financials ( we obtained and personally provided to Citizens XX/XX/2020 XXXX Scheduled ( and subsequently cancelled ) XX/XX/2020 refinance closing due to an error in not initiating XXXX documentation process. This delay is still ongoing as of XXXX XXXX.
On the day of the expected closing, the title agent notified us that Citizens had failed to start the XXXX process and to expect the process to take another 8-12 weeks. Despite regular follow up, they have not been able to provide any updates on the process or on the anticipated timeline.
The errors Citizens Bank made by selling our loan during our refinance, making an payment error during the sale, not starting the XXXX process ( which would not have been necessary had they not sold the loan ) have caused significant damage to our credit scores, prevented us from savings thousands of dollars in interest ( current 4.25 % interest versus 2.87 % ) and cost us emotional stress and tens of hours in follow-up with little to no progress.
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| 12/07/2015 |
Yes |
- Consumer Loan
- Installment loan
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- Managing the loan or lease
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Web |
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My first payment was due XXXX/XXXX/15 and it was setup to come out on my credit card automatically. I logged in on XXXX/XXXX/15 and there was red letting telling me my account was overdue and I had the option to make a XXXX time payment. I assumed the credit card transaction failed so I made a XXXX time payment with my checking account information on XXXX/XXXX/15. I then went in and set up future payments to not come from my credit card but to come from my checking account automatically, because it appeared my credit card did n't work since it said I was past due. Well, XXXX payments ended up coming out of my checking account. The first payment cleared on XXXX/XXXX/15 and the second on XXXX/XXXX/15. I immediately contacted Citizens XXXX on XXXX/XXXX/15 and explained that XXXX payments came out and I would like for XXXX payment to be credit back to me. The representative opened a " case '' and told me it could take up t0 15 days for my money to be returned. I waited until XXXX/XXXX/15 and contacted Citizens XXXX again and asked why my money had not been returned. The representative could not tell me but again opened another " case '' for someone to call me within 5 days with a status. I talked with my credit union after the call with Citizens XXXX on XXXX/XXXX/15 and they took XXXX of the double payments back from Citizen XXXX on XXXX/XXXX/15 ( they called it " MISCELLANEOUS CREDIT ACH RETURNED TO FED '' ) and the money was credited back to my checking account. I never received a call from Citizens XXXX with a status but their system does reflect a returned payment on XXXX/XXXX/15. Now, here is where I 'm concerned and Citizens XXXX has still failed to provide me with a clear concise answer. My bank account reflects the proper number of payments being made to Citizens XXXX ; however, based on the " Payment History '' on their website I have shorted them XXXX payment. Now, if you look at their " Transaction History '' I have made the proper number of payments. The last time I called Citizens XXXX was on XXXX/XXXX/15 where I simply asked the representative if my account was current and in good standing. She could not tell me wither or not it was over the phone and again a XXXX " case '' was opened up as a " complaint '' to have someone higher up call me within 2 days. It 's has been over a week now and not once over this entire situation has anyone at Citizens XXXX contacted me in regards to my XXXX, XXXX, or XXXX case. The phone representatives at Citizens XXXX do not have adequate information to answer any questions and the " cases '' seem to vanish as soon as they are entered.
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| 03/05/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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I called Citizens One to discuss the Covid relief program and was told the deferment plan would allow you to skip a payment for three months, then you would resume the mortgage payments and if additional assistance was needed to contact them.
I received a letter dated XX/XX/XXXX - regarding my request for loan assistance and the implementation of a 90 day forbearance of my loan with the ability to extend, if NEEDED.
I received a letter dated XX/XX/XXXX stating my forbearance plan is ending soon and that the payments that were not received will become due unless other arrangements are made.
I then received a letter dated XX/XX/XXXX stating that they could not reach me and that they would be extending the forbearance plan for an additional 90 days. I called and told the loss mitigation department I did not want an extension, and was told they had no control over the situation.
I received a letter dated XX/XX/XXXX regarding a partial claim modification and on XX/XX/XXXX I contacted the Loss Mitigation department regarding the letter about the foreclosure prevention option : Partial claim. I stated that I did not want to participate in the foreclosure program and I wanted to pay my loan up to date. I was given the amount of {$3700.00} and paid it on this date, bringing it current. I told the loss mitigation department that I wanted a letter stating that I am no longer in foreclosure and that my loan is current. I was promised that I would receive such letter, to date I have yet to receive such a letter. I was also reassured by this department that my payments would resume by automatic draft as they were paid before.
I received a letter dated XX/XX/XXXX - which stated that my forbearance plan is ending soon, it was the exact letter dated XX/XX/XXXX.
On XX/XX/XXXX - I called the loss mitigation department to make a payment for the month of XXXX, since this is the only way I can make a payment. I was told that I did not owe a payment and am currrent. I also inquired about the letter stating I am no longer in forbearance and am current and was told it would be coming some time this week.
I called Citizens One on XX/XX/XXXX and a young lady in another country looked up my information and told me my payment of {$880.00} was in suspense and she didn't know why. I explained to her that the loss mitigation told me on XX/XX/XXXX that I was current. She had no explanation. I explained to her that my Citizens One mobile app stated that I am past due. The young lady asked me about refinancing, I told her I did not request to refinance. She said it was mentioned in the paperwork.
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| 11/02/2021 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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Citizens Bank limits the ability of consumers who have difficulties communicating via telephone to communicate with the bank since it does not allow consumer to properly respond to the written messages from its customer service by imposing severe liitations.
Today I attempted to respond to a message from Citizens Bank with the following information : Note attempted to be send to Citizens on XX/XX/2021 '' 'The account XXXX has a monthly fee, so I would really appreciate that it is closed NOW.
I am not able to delete the repeated transfer that I had previously scheduled to be made every month that now has the next instance set for XX/XX/2021 since I do not see it in the list of " Scheduled '' transfers. Please remove this transfer or, if you also do not see it, report the problem to Citizens Bank.
Thank you -- -- -Original Message -- -- - Dear XXXX XXXX Thank you for your reply.
We have processed your request to close your account Once a savings account reaches 60 calendar days at zero, it will terminate on the 61st calendar day ; a terminated account can not be reopened.
Please note, closed and terminated accounts will continue to appear online until they are removed from our systems. In the meantime, you are able to hide this account by clicking on Settings which is located on the right just above the list of your accounts, on your My Accounts page. After clicking on Settings, check off Hide to the left of the account you wish to hide.
To cancel or edit an online transfer, click on Transfer Money on the top or on the left of your online banking My Accounts page.
On the next screen under Recent transfers click on edit or delete to the right of the Scheduled transfer you wish to edit or cancel.
Click on delete to the right of the Scheduled transfer you wish to cancel, and then choose your option ( Cancel this transfer or Cancel all of these transfers ). If you wish to edit the transfer, click on edit to the right of the Scheduled transfer you wish to edit. On the next screen, choose your option ( Edit this transfer or Edit All These Transfers ).
If you have any further questions or concerns, please call our Customer Service Center at XXXX and a representative will be happy to assist you Monday Friday XXXX XXXX and Saturday Sunday XXXX XXXX.
We value you as a customer and appreciate your business. Thank you for choosing Citizens.
Sincerely, XXXX XXXX XXXX XXXX ' When trying to submit this message I received the following notification : 'Error Received The information you requested could not be displayed. Please select " Go Back '' and try again.
Go Back '
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| 12/16/2020 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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Good morning, My name is XXXX XXXX. I am filing a complaint with Citizens Bank.
I filed a claim for {$4000.00} on XX/XX/XXXX for fraud. I lost money to a scam on a dog walking app via a check deposited into my account Citizens Bank did not detect as fraudulent. The claims department took ten days to investigate and sent me a letter on XX/XX/XXXX saying " Records indicate that you engaged and authorized the transactions '' and as a result they didn't credit me the {$4000.00} I lost to fraud.
They also said that someone from the claims department was going to call me to further explain their decision. Someone called on XX/XX/XXXX via an unknown restricted number. I didn't pick up because it was an unknown number. They left a message asking me to call them back. I tried calling back but couldn't since it was restricted.
I have called Citizens Bank customer service nearly every day since. Every time I call they say they'll escalate it to claims and someone from the claims to department will reach out in 2 business days. I asked if there was anyway I could reach out to claims and they said no since they were all working from home because of the pandemic. The only way to get in contact with them is for them to call me. It's been over two weeks an no one from claims has reached out!
Someone from the customer service department in claims even notified their manager to get claims to reached out and claims still hasn't done anything!!
Background about the scam : I XXXX XXXX XXXX through an app called XXXX. A person named XXXX reached out to me on XX/XX/XXXX asking me to XXXX XXXX XXXX and to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. ( Which I thought was kinda weird but figured was harmless cause its a XXXX XXXX app ). He was moving with his family from XXXX to XXXX which is where I live. He sent me a check of {$3900.00}. I kept {$80.00} of that for the money I would make XXXX XXXX XXXX. When it was deposited he texted me saying his wife found a better deal elsewhere where he got a 30 % discount on the dog food and to send the remaining {$3900.00} to a woman in XXXX Alabama. I did that and incurred a sending fee of {$120.00}. Then when that was sent to her he texted me saying something wasn't working on his end and emailed me a new check. I went to deposit it yesterday morning ( XX/XX/XXXX ) and my bank said it wasn't real and that the check deposited was fraudulent and I had fallen for a scam and lost {$4000.00}. Because the check was fraudulent ( and technically never existed ) {$4000.00} of MY money was taken out of my account and wired to the scammer in XXXX Alabama.
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| 06/01/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
Older American |
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Received a letter from Citizens bank ( XXXX XXXX, XXXX XXXX XXXX XXXXXXXX, XXXX, RI XXXX ) regarding payment due on a LOC secured by my home. In the letter they said they would " settle your account with one payment in the amount of {$1100.00} which is equal to 80 % of your outstanding balance. Upon receipt of your payment, your account will be considered settled-in-full and will notify the credit bureaus accordingly. '' Letter is date XX/XX/XXXX. I wrote a check and mailed it on XX/XX/XXXX, check # XXXX in the amount of XXXX on the FOR line I wrote " balance on XXXX XXXX ( which is the home the LOC was taken against ). On my cancelled check Citizens stamped it " received XX/XX/XXXX ''. On XX/XX/XXXX the check cleared my bank account. The amount that was suppose to be forgiven was {$280.00}. And I had been faithfully making payments.
I subsequently received a collections letter from XXXX XXXX XXXX, XXXX XXXX XXXXXXXX, XXXX XXXXXXXX XXXX XXXX, PA XXXX. My daughter, XXXX XXXX XXXX, who has full XXXX, wrote them a response, attaching all the above mentioned documentation and mailed it XX/XX/XXXX. They never responded.
Today, XX/XX/XXXX a letter arrived in the mail from XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, WA XXXX- for mailing the address is XXXX XXXX XXXXXXXX XXXX, PA XXXX ) demanding payment for the {$280.00} - the amount the bank indicated they would forgive if I paid the {$1100.00}. My daughter XXXX will respond to this letter as well - as I am XXXX XXXX XXXX, she now handles all of my finances.
I find this repeated contact to be harassing and a form of XXXX XXXX I faithfully paid the bank in accordance with their written instructions. Neither myself nor my daughter should be having to continually respond to these letters, not to mention the costs involved with writing and mailing these letters certified, return receipt. I am very fortunate to have a daughter who is a CPA and can read and understand these documents and knows that they are false claims. Most people in my situation would think this was a legitimate claim and just pay it- thus being " swindled '' out of money that actually is not owed. It is rather unconscionable behavior- which is why I am taking the time to report these institutions - I know they will receive the letter from my daughter it will be dropped - until the bank turns it over to the next collection agency. Any help you can give to stop this situation would be greatly appreciated- not to mention stopping this practice being done to other XXXX people.
Thank you for your time and attention to this matter.
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| 02/21/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am writing to formally complain about the numerous errors that have occurred in processing of my requested {$1000.00} payment that should have gone directly into my loans escrow account to offset a portion of my escrow shortage.
On Thursday XX/XX/2020 I contacted Citizens One Customer Service and directed the customer service representative to process a {$1000.00} payment directly to my escrow account to paydown a negative escrow balance according to my recent escrow analysis. I was informed that this transaction had to be done by a customer representative and could not be done on-line by myself. I normally make all of my mortgage payment online.
The Customer Service Rep put me on hold several times while she conferred with her Supervisor on how to process the transaction. I was assured no less than 4 times that my {$1000.00} payment would be applied to my escrow account.
The next day a withdrawal of {$1500.00} was posted against my XXXX Checking Account causing an overdraft and a subsequent {$37.00} over-draft fee on my account. The payment was posted in error as a regular mortgage payment, which was not due until XX/XX/2020. The majority of the payment was applied to interest. I went to my bank that day, where I again contacted Citizens One Home Loans and spoke to Customer Service Rep XXXX, who apologized for the error, instructed me to send a fax verifying the charge on my bank account to fax number:XXXX, and that she would have the error corrected by reversing the unauthorized payment. The error was not corrected.
I have made countless follow up calls ( no less than 6 ) and still have not resolves the issue. Citizens One Home Loans then instructed me that they would move money from my prior months ( XXXX ) payment to apply to my escrow, the use the {$1500.00} payment made in error to cover the prior months ( XXXX ) payment and use any overpayment towards principal?!!!?
I should not have to negotiate where to direct moneys already paid in my account towards where the bank wants to place them.
To resolve this matter : I am requesting that the {$1500.00} unauthorized withdrawal from my XXXX Checking Account be reversed and that the {$37.00} overdraft charge on my XXXX Checking account be reimbursed.
I am requesting that my original transaction of the {$1000.00} payment directly into my loans escrow account be processes. Any over-payment resulting from these transactions should be posted into my escrow account, not principal or interest. I also request a re-evaluation of my escrow account for 2020 be conducted after XX/XX/2020.
Cordially, XXXX XXXX XXXX
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| 01/13/2017 |
Yes |
- Bank account or service
- Checking account
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Web |
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Consumer Information Date Filed : XX/XX/2017 XXXX XXXX XXXX XXXX UNITED STATES Daytime Phone : XXXX Evening Phone : XXXX Fax : Email : XXXX ( email ) Business Information Business ID : XXXX Name : Citizens Financial Group , Inc .
Address : XXXX City : XXXX State/County : XXXX Zip/Postal Code : XXXX Business Phone Number : ( XXXX ) XXXX URL : The consumer indicated that they WOULD speak to the media about this complaint.
Complaint Detail / Problem Complaint Type : Service Issues Problem : I had to send a {$25000.00} check from an insurance company on an insurance claim to Citizen 's bank as no one at their local branches could endorse the check. I can not talk to anyone in the department that handles this. My check is now somewhere at the main office, and there is absolutely no one who can tell me where it is, who has it, and when they will return it to me, and how they will return it to me. I have a call into the office of the chairman, hotline, escalated help line, what a joke. I am dealing with XXXX, that is rude and condesending. She told me she will get back to me within two days. I asked if she could call the department and talk with someone, instead of sending a email. She will not call the department, it is all by email.I would imagine someone might be able to walk into that department, and talk to someone there if they really wanted to help their customers.
I tried to deposit the check on XXXX. This is XXXX, the XXXX. Unbelievable. I can tell you I will move my checking account and loan to another banking organization that does not treat 20 year business customers like this.
Desired Resolution / Outcome Desired Resolution : Finish the Job Desired Outcome : To overnight my check back to me, and/or deposit it to my account. The problem is I will be getting other insurance checks for this claim and have to go thru this all over again. So this entire situation will happen again soon as I receive more checks from the insurance company. This is insane, that they expect their customers to send large checks out to them, and not know who has them and how and when they will be returned.
Complaint Background Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased : banking 2. Model Number : 3. Contract, Account, or Policy # : 4. Order # : 5. Purchase Date : XX/XX/2017 6. Date Problem First Occurred : XX/XX/2017 Dates you complained to the company/organization 7. First Date : XX/XX/2017 Name of Sales Person 13. First Name : 15. Last Name : 17. Purchase Price : {$25000.00} 18. Disputed Amount : {$25000.00}
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| 12/13/2018 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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Overview : - Opened a new Checking Account with CitizensBank for Mortgage purposes. CitizensBank had a " Get Paid {$200.00} '' promotion when you open a new checking account with them.
Promotion parameters : - Open first, new One Deposit Checking from Citizens Bank online between XX/XX/2018 to XX/XX/2018.
- Make a {$500.00} deposit or more within 60 days of opening.
What I did : - Clicked through their promotion portal.
- Opened One Deposit Checking account with CitizensBank using their promotional portal on XX/XX/2018. ( I will include the {$200.00} promotion screenshot when applicable ) - Made a direct deposit within 60 days of opening account and according to my bank statement the first direct deposit of {$560.00} went in on XX/XX/2018 and then another direct deposit of the same amount on XX/XX/2018.
Waited over 60 days and did not see CitizensBank deposit the {$200.00} in my checking account. On XX/XX/2018 using the support number provided on the promotion page I called their support ( XXXX ). The support agent I talked to seemed very puzzled, and had me on hold for about 15 minutes collectively as she went to find information on the promotion.I told her at one point that I had the promotion saved and in front of me and if she would want it forwarded to her. She said no and that she was put me on with her supervisor XXXX. XXXX explained to me that they couldn't find the promotion and that they would create a case and forward it to " their '' research department. I also informed XXXX I have the promotion screenshot. She asks me to please forward the screenshots to XXXX. She gives me the case #. I include the case # with the screenshots and was able to verify that she received it on her end. She ends the call telling me a person from the research department should reach out to me within 1 to 2 business days. They did not call me back until XX/XX/2018. And when they did call back the person on the phone only called me to inform me that they could not find the promotion I was talking about. She also made a comment about a promotional code should have been provided to me when the process started, but I remember clearly that I did not see a code presented what so ever in the process. And if there was one, and if it was indeed important to setting up this checking account with CitizensBank I would have made note of it. So I asked her what will happens next? She basically said in a nice way that there is nothing to pursue and that no one was at fault. Needless to say I was not happy with that response.
They were not willing to make this right and I feel scammed.
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| 03/24/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I deposited 1- {$100.00} and 14XXXX {$20.00} bills on XX/XX/XXXX. the atm made a funny noise and spit out a receipt that said transaction can not be processed contact your financial institution. we called the number on the back of the bank card and filed a dispute. we got a provisional adjustment but the a couple weeks later we got a letter saying that no error occurred and they reversed the provisional adjustment. we proceeded to make a complaint with the branch directly. They were even aware that a problem occured at the time because XXXX XXXX explained to the branch manager, XXXX, that the employee i pulled aside and made aware of the error right at the time. they took our names and contact info and we gave them an image of the atm receipt. we didn't hear anything from them for a week. i called on a monday and we told that they would call us back that day. they did not. i stopped in the next day and they explained that they keep calling the escalations department and keep getting put on hold. XXXX said she will be bringing this up in a meeting. We heard nothing for another week. i called and XXXX said she was bringing it up to her Regional manager in a meeting. she then sent an email to my husband, XXXX, on the XXXX of XXXX saying that we would be getting a call from the esalations departments in the next 2 business days. we have not gotten a call from them yet and it's the XXXX of XXXX. i called XXXX today ( XX/XX/XXXX ) and she said that she emailed my husband this morning saying he be getting a call today from the escalations department. I informed her that we are now filing a complaints to the FDIC and Attorney General. we did not get an email from her as she stated. my husband emailed XXXX and XXXX on XX/XX/XXXX saying that we were very unhappy about how they are handling this and we never got a response from them. Many times they avoid us and they say she's in a meeting or out that day and we never get a response. They did at one point say that their atm balanced for that day but XXXX XXXX stated to XXXX that they did have a discrepancy with one day about a week later that says they balanced but was indeed off {$180.00}. So how can i trust when the bank says that the atm balanced but then they find an error with that system? they are very unresponsive and not transparent about how they are handling it. i had to ask the branch manager how they plan to handle this and what the steps will be. I explained to her that i was aware that money can get stuck in weird places in those atms and asked if they plan to check that. she said she didn't want to go that route.
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| 06/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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In XXXX XXXX, I obtained a mortgage loan with CCO Finance through Citizens Bank. I was required by Citizens to open up a checking account and pay the loan from this account, which I did. I opened up the checking account at Citizens with {$500.00} and funded the new Citizens checking account by setting up a monthly automatic draw from my checking account at XXXX XXXX XXXX. I confirmed that the XXXX and XXXX XXXX payment to CCO mortgage was timely paid ; I then stopped reviewing this account as it was on autopay. Twenty-two months later, in XXXX XXXX I received a letter from Citizens that I owed the bank {$2300.00} in penalties and interest as each payment from XXXX to Citizens was deemed late.
According to Citizens, most auto transfers from XXXX were late. According to XXXX, the monies timely cleared each month from the beginning of this loan. I provided XXXX substantiating documentation to Citizens showing each XXXX payment timely cleared.
Based on the XXXX and XXXX records, of the 21 autopays ( which was made by check from XXXX to Citizens ) ; 10 cleared on the day the check was received ; 5 cleared 1 day later ; 1 cleared 2 days later ; 2 cleared 3 days later and 3 cleared 4 days later. I inquired why is took upwards to 4 days for a check to clear from an account with history ; Citizens was unable to provide an answer to this question.
Citizens set up an overdraft protection account and drew from this account each month. I never set up the overdraft protection account. I specifically requested documentation from the bank showing I set up this account ; they are not able to provide this documentation.
I asked Citizens why they informed me of this overdraft situation after 22 months ; they were not able to answer this question.
I closed the aforementioned Citizens checking account in XXXX XXXX and paid directly ( autopay ) from my XXXX account. There have been no late payments since XXXX XXXX.
I determined that of the {$2300.00} ; {$1800.00} was monies from the Citizens overdraft account and this amount was paid back to Citizens. Citizens still claims I owe {$740.00} in penalties and interest.
I pay some XXXX creditors monthly for personal and business purposes using autopay and never have had a problem with late autopayments.
I spoke with numerous Citizens representatives over a six month period in an attempt to resolve this matter.
I spoke several times with a representative from the Citizen 's Office of Chairman in an attempt to resolve this matter and provided all relevant documentation.
Citizens just sent the remaining {$740.00} to a collection agency.
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| 09/09/2019 |
Yes |
- Checking or savings account
- Other banking product or service
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- Managing an account
- Deposits and withdrawals
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Web |
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I received an email notification from Citizens bank that my account had too many failed login attempts and had been locked out. Considering that I do not bank at citizens, I was very concerned and called the customer service phone number in the email.
The first time I called, the customer service associate I spoke with told me I did not have an account with Citizens.
I hung up and called again, choosing the Online account services prompt. This customer service associate confirmed that I did have an account with my personal email, and told me he would have the email removed from the account.
Unsatisfied by the fact that I have now gotten 2 different stories, I called customer support again, and after giving my information to the customer service associate, she was asking questions about what type of account I had, and when I told her I was not sure, I just wanted to check the balance on all accounts, she said " why should I give you your balance if you don't even know what type of account you have with us? '' I then drove 2 hours to the nearest open branch location. I called the bank branch at XXXX XXXX when I left my house to ask the bank to place a hold on all accounts. They said Ok.
When I arrived at the bank, I was placed in an office with a man named XXXX XXXX. I explained my concern and told him I would like all accounts in my name or using my social security number to be closed immediately.
He was unable to find an account at first, and had to call customer support. With their help he found 2 old accounts from 11 years ago that were Charter One bank, which Citizen 's bank bought out in the past.
I agreed that those were my old accounts, but I stated concern that my personal email was sent a message about a login attempt to an account which has been closed for 11 years. It did not make sense to me, or XXXX.
XXXX called Online services, and got the same type of run-around that I did earlier today.
XXXX also called another number, to a third party Credit card vendor that I also had an account open with the bank, which I do not remember at all. The last for account numbers of the account are XXXX.
At this point, the Branch manager came in and asked if she could help. After explaining the situation to her, she told me that " maybe a computer glitch from another customer triggered the login failed email '', but this story does not make sense to me.
I am rather fed up with Citizens Bank giving me the runaround, and if my exhusband has been using my identity again, and they are allowing him, I will proceed with the fullest extent of the law.
|
| 11/01/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Debt settlement
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|
|
Web |
Servicemember |
|
CFPB XXXX FDIC XXXX.
DEAR SIR THIS LETTER WAS SENT REGULAR MAIL TODAY TO ASCERTAIN THE FACT I WAS NOT A RESIDENT OF MASSACHUSETTS AND CITIZENS BANK IS REQUIRED TO RESEARCH THIS A.T.M.FACT, AND THEREFORE I WAS NOT A TAX RESIDENT ALSO. ILLEGAL TRANSFER OF FUNDS. UNDER THE UNIFORM ENFORCEMENT OF FOREIGN JUDGEMENT ACT, ANOTHER STATE TAX AGENCY CAN NOT COLLECT FROM A SECOND STATE. I WAS NOT A RESIDENT OF MASSACHUSETTS FOR ALL OF XXXX, XXXX ( only XXXX XXXX, XXXX after citizens bank would not send me a bank card to the UNITED STATES EMBASSY ( XXXX ) who gave me permission and who can verify the fact i was devistated, and had to return to the u.s. and i stayed in the s h e l t e r -- not a tax resident for XXXX ) NOT A RESIDENT FOR ALL OF XXXX, ALL OF XXXX, ALL OF XXXX I C AN GO BACK AS FAR AS XXXX WHEN I DID RESIDE IN A WEEKLY MOTEL ... NOT A RESIDENT FOR TAX IF YOU RESIDE IN A WEEKLY HOTEL ... ANY WAY, FOR THE LAST 5 YEARS I WAS THERE ALMOST ZERO DAYS. IF ANYTHING THIS STATE OWES ME MONEY. MASSACHUSETTS DEPARTMENT OF REVENUE XXXX BELIEVED ME AND SAID TO REQUEST THE TAX PREPARER, XXXX -- THE TAX PREPARER XXXX XXXX HAS BEEN REQUESTED TO SEND THE INFORMATION -- HE EVEN SAID I ONLY OWE FEDERAL TAX, NOT STATE. EMAIL ADDRESS -- XXXX -- -NAME, XXXX XXXX , XXXX, XXXX XXXX XXXX, XXXX ma . XXXX I DID NOT OWE STATE TAX AS HE ALSO KNOWS. I WAS OUTSIDE OF THE U.S. FOR MOST OR ALL OF THIS TIME.
THE TAX PREPARER ALSO DID NOT RESEARCH THE FACT ( ascertained by u.s. tax preparers across the ocean in the e.u. ) I AM QUALIFIED FOR THE FOREIGN TAX CREDIT FOR SURE. ACCORDING TO MASSACHUSETTS TAX AUTHORITY, THE TAX PREPARER FILED THE ERRRONEOUS ERROR FORM ... .ANY WAY, THIS IS ALSO FACT THE CITIZENS BANK IS REQUIRED TO RESEARCH THE FACT ALSO - I WAS NOT A RESIDENT OF THAT STATE .... MY ADDRESS IS XXXX XXXX XXXX, XXXX XXXX,, RHODE3 ISLAND XXXX.
YOU ALSO HAVE ACCESS TO THE A.T.M. MACHINE FACT I WAS NOT A RESIDENT OF THE STATE. THE BANK IS LEGALLY REQUIRED TO RESEARCH AND INVESTIGATE THE FACT AND REPLACE THE ILLEGALLY WITHDRAWN MONEY ... THEN THERE IS ALSO XXXX INVESTMENTS WHO WOULD NOT ALLOW ME TO UPDATE MY ADDRESS, WHO DID WITHHOLD MASSACHUSETTS TAX FOR AN INHERITED I.R.A. REQUIRED DISTRIBUTION. XXXX TOOK A FALSE COMPLAINT, WE BELIEVE FROM FORMER EXECUTOR ATTORNEY, WE THEN WENT TO XXXX. WHO REQUIRED XXXX TO DO XXXX TRANSFERS OUT OF XXXX TO ANOTHER BROKERAGE INSTITUTION.
XXXX MIGHT BE THE REASON FOR SOME OF THIS. ERRONOUS ILLEGAL FILINGS CAUSING THE ILLEGAL WITHDRAWAL OF FUNDS. IF THIS COMPLAINT IS HELPFUL TO YOUR WORK, THEN YOU MAY PUBLISH IT .... ONLY IF MY NAME IS DELETED.
|
| 10/08/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
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Web |
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My family I lived in the XXXX XXXX area all of our lives and I personally want to spend my retirement years in our XXXX home. I have seen good times and bad due to the economy and had been struggling in recent years due to a short-term job loss. Like you, I have provided XXXX. Unfortunately, I may be forced out of my home by my mortgage note holder, Citizens Bank since they have not been willing to work with me to retain my home. The only communication I have had with them is how much I owe on my mortgage and how to pay them. They have no interest in helping me and it appears as though they just want to take my home away via foreclosure. I have tried to obtain an affordable loan payment, but my requests for assistance have been ignored.
I have a government insured loan and I am being denied access to options that are supposed to be made available. Further, I am certain that Citizens Bank would see clear to help me if I could engage someone above the line staff level to resolve my mortgage issues. I would like to see if you could help me speak with someone who can understand my problem and get the ball rolling on resolving my mortgage.
In XX/XX/XXXX, Citizens Bank added {$310.00} per month to my regular payment. The payment climbed from {$450.00} to {$760.00}, no warning, and no type of correspondence providing this change in payment will take place.
When I first applied for the purchase of my new home. I jumped through hoops trying to get qualified. They ran my credit, verify my household income, requested my paystubs and income tax return for the last two years. My application was fully documented. The underwriter reviewed my present financial situation and qualified me for a certain loan amount based on my yearly earnings, expenditures, to XXXX that fit my budget.
XXXX XXXX if I went through all the red tape to qualify keeping me at an affordable mortgage payment and purchase price range. Why would they make a decision to increase my mortgage payment, if I knew this was going to happen? I would have never applied, and avoided the predicament me and my family is in. At the time my job cut my hour 's temporality.
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX, MI XXXXXXXXThis is what caused my mortgage delinquency. I showed good faith and tried to get back on track with my mortgage payments. By providing partial payments, for {$1300.00} from the {$4000.00} that I owe, back in XX/XX/XXXX. They demanded the lump sum paid in full, and Citizen bank refused any more partial payments, thus I could n't afford this caused me to fall further and further behind.
|
| 07/25/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem with paying off the loan
|
|
Web |
Older American |
|
On XX/XX/2019 I called to check if Citizens One had received the check to cancel Gap Insurance on my car. The representative told me no. I continued to call everyday telling them I wanted to pay off my car but wanted everything in order before the process was done. XXXX XXXX had sent the check but the bank customer service could not find the check. On one of the days a representative in the finance department asked me if the check had my loan number and vin number on it. I checked with XXXX and XXXX assured me she had. I do not have names since I spoke with a different person in their finance department everyday. On one day in particular a man gave me a ticket number of XXXX and sent it to the back room to match the check with my information. On another day a female representative in the finance office put me on hold and got back on the phone with another answer of no. On another day one female in the finance department said if the back room couldnt find a customer for the check they would throw it away. I dealt with all the comments of not being able to find the check until the XXXX of XXXX. I called and asked XXXX if they could write me a check for the cancellation of the Gap Insurance and I would pay off the loan of my car and they did. I called Citizens or Citizens One as the name changed each time I called for the payoff. The department gave me the payoff of {$3200.00}. I decided to go to my bank, XXXX XXXX and send a wire transfer because I had enough of a so called lost check. The banker, XXXX, helped me on XX/XX/2019 to send the wire transfer but had a question if the bank was Citizens or Citizens One and asked if I would give him permission to speak with them. I put my phone on speaker and my wire transfer was sent to Citizens Bank. The banker and I were on speaker when the payoff dropped to {$3000.00}. I am worried this bank will not send my title to me because of everything I have been through. Their acct number is XXXX, aba number XXXX. My loan account number is XXXX. The last 4 of my ss is XXXX. My name is XXXX XXXX. My address is XXXX XXXX XXXX, XXXX, Texas XXXX. Their address is Citizens One, XXXX XXXX XXXX, XXXX, RI XXXX. They have another address of Citizens One, Consumer Loan Servicing, XXXX, XXXX XXXX XXXX, XXXX, RI XXXX XXXX. I was never late on my car payment and always had insurance on it. I want to be sure I receive my title as the bank said they send titles to Texas electronically and I will need to go to the DMV in a week to pick it up. It was an unpleasant and unnecessary experience. I want my title and be done with this bank.
|
| 02/20/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
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|
Citizens bank has been charging outrageous overdraft fees. The fees are so much that I can never get ahead and when my paycheck gets directly deposited I have no money. They will charge {$37.00} for each overdraft. And additional {$30.00} each day you are negative. And, if they return a payment to a creditor they charge you another {$37.00} for each transaction. Other banks give you more time to satisfy your account without all of these crazy fees. Citizens now gives you one day to credit your account " peace of mind fee '' which is not. Because you not only have to pay the overdraft on your account you have to pay all of the overdraft fees as well. It just isn't fair and they make so much money off of people having money troubles, especially with the pandemic.
I contacted them on XX/XX/XXXX and asked that they freeze or close my account, because I am still getting charged a lot of fees ; due to my returned payments to creditors being resubmitted which again causes {$37.00} for overdraft and additional {$37.00} to return ; it's like a never ending cycle. I was told by the bank that they can not freeze or close my account until it has a zero balance. I told them I was concerned about more fees being charged to my account that is now out of my control ; and I was told there was nothing I could do until I brought my account positive. I can not do this ; I now owe over {$1000.00}, if I wasn't charged all of these fees to begin with my creditors would have been paid. The other thing they do is you look at your account one evening to make sure everything is paid ; then the next morning I find things posted over night and overdraft fees charged ; when I thought my account was okay.
This is a never ending cycle, I can not get out from under this and I have no money to live on. I have a disabled daughter who may need to have surgery very soon and I have no money to take her to her appointment which is over 3 hours away. I begged and pleaded with the bank and they didn't help at all.
I am hoping someone can please help me. My account number is : XXXX, XXXX XXXX XXXX XX/XX/1969 ; last 4 ssn XXXX.
I would like all of these fees be returned to my account and then close my account. I am done banking with this bank ; I have been charged thousands of fees and they are making so much money off of me ; and now I am behind on my bills as well.
Thank you, XXXX XXXX PS you will most likely receive something from the Federal Reserve Consumer Help Center, because I filled my complaint with wrong bureau and they told me they would forward my complaint to your office.
|
| 05/04/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
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On XXXX of XXXX , I felt I had no choice but to walk away from my townhouse located at XXXX , California. I had XXXX purchase mortgages for this townhouse, a primary and a secondary. Both were originated by the now defunct XXXX XXXX XXXX , both allegedly transferred over to XXXX XXXX XXXX at about XXXX XXXX , and around XXXX XXXX , the primary mortgage servicing allegedly went to XXXX XXXX and the second mortgage allegedly went to CCO Mortgage. XXXX XXXX and CCO Mortgage were still servicing my primary and secondary mortgages, respectively, when I defaulted. I was told by XXXX XXXX that I did not qualify for any of the HAMP or HARP programs, nor did either XXXX XXXX or CCO Mortgage provide any assistance in regards to a short sale nor a deed-in-lieu. XXXX XXXX foreclosed on the townhouse in XXXX XXXX . On XXXX of XXXX , I applied for a FHA mortgage since it appeared I would quality after just three years after a foreclosure. Through this process I found out the CCO Mortgage had since changed its name to Citizens One Home Loans and was continuously sending all three credit reporting agencies information that I still owed them {$41000.00} even though California is a non-recourse State. The credit union where I was trying to obtain the FHA loan through tried to assist by contacting XXXX XXXX XXXX who ended up conferencing me in with Citizens One Home Loans to request that the Amount Past Due to updated to $ XXXX since my property was foreclosed on. The representative at Citizens One Home Lo ans stated that I still owed the loan, but that they will not try and collect, and that they will continue to make that claim fo r 7 to 10 add itional years. In addition, Citizens One increased th he Balance Amount to {$55000.00} after this interaction and continues to increase the Balance Amount on a monthly basis. I had filed a dispute with Citizens One and all XXXX credit agencies on XXXX XXXX , but all that resulted was for the XXXX credit agencies to put a fraud alert on my credit report and fo r Citizens One to exceed the 30 day response period with a " We are still investigating '' letter. Citizens One has also exceeded the 15 day extension, which they should only have gotten had they received new information, which I do not believe has occurred. Citizens One is playing games with the Fair Credit Reporting Act and claiming that I con tinue to owe them funds when the debt should have been cleared after foreclosure, based on California 's anti-deficiency rules. Please help. Thank you.
|
| 07/11/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
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|
Web |
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Citizens Bank checking/overdraft acct no. XXXX. On XXXX XXXX myself and husband applied for a Mortgage with XXXX XXXX XXXX for a new construction home, to our surprise our broker had indicated that we would not be able to get the mortgage because their was a 30 day mark on our CBR for a line of credit at Citizens Bank the broker along with ourselves were shocked as this acct had been opened approx 16 years ago and has never been late. This was a surprise to both myself and husband as we had just applied and got financing, at an extremely low rate, due to our outstanding credit. After researching the account I found out this acct went delinquent in XX/XX/XXXX and appears to have not been report in a timely fashion to the CBR 's in addition while we moved out of state several years back we have never received a statement for this account, a DQ letter or even a call from any representative at Citizens Bank to notify is of an acct being past due. Commin collection practice is to send DQ letters and make phone calls starting on the XXXX day. NOTHiNG from Citizens. The phone number on the system had not changed even though we moved out of state. Now as we sit today we have a second mark on our CBR for 60 days as by time we were notified the month had rolled and there was nothing we could do. Upon receipt of this information I immediately wired funds into the account. On XXXX XXXX I reached out to their customer service department ( XXXX ) and after several minutes of the agent telling me i would have to send in a check to pay it off did the agent realize what I was talking abou and told me I needed to speak with XXXX XXXX. Once transfered I spoke to a rep named XXXX and obtained the balance and provided a check by phone to pay the account in full. I explained the situation and that I would need a letter, while I disputed the account, XXXX said they do not issue paid in full letters. I advised that I know they can do his as I worked as a collection manager. XXXX put me on hold to speak to a manager and returned stating that her manager said " I May '' get a Paid in full letter but they did n't know. XXXX then proceeded to tell me I would get a confirmation email of the transaction within 24 hours and I would have to use that to give as proof. As of this complaint I have yet to receive the " confirmation '' of the transaction despite giving her the email address and her repeating it. Also as of today the money has yet to be pulled from my acct despite receiving a confirmatikn number. i am looking to have the 30 and 60 day Mark removed from my CBR immediately.
|
| 11/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Late or other fees
|
|
Web |
|
|
I opened a business account with Citizens bank a few years back and put about {$1000.00} into the account for spending on business expenses. The purpose of the account was to show I wasn't using personal funds when it comes time for taxes. It was never to pay people or send money to others because my business operations does not require me to ever do that. In fact, all my years of operation, I have never had to send funds to another person or bank account from my own business.
I didn't use the funds because I never needed to spend the money and the account became dormant from inactivity. In addition, I can not access the account despite my efforts to do so online which means I was not monitoring the monthly statements.
I went to a local bank / teller to close the business account only to discover about {$120.00} is missing due to various fees. I ask what happened ( since I still can not see the statements ) and they said I signed up for a service called XXXX which I had never heard of. The teller also had never heard of it. The XXXX XXXX at that bank location ( XXXXXXXX XXXX XXXX also never came across anyone who had ever been charged for " XXXX '' service. Everyone I spoke to at the branch agreed it sounded strange and understood why I would have no need for this service.
Citizens bank phone Customer support claims I electronically signed up for this service back in XX/XX/2022 which I do not have a memory or a record of doing. I never would have wanted this service because it works the same way as XXXX which was already a tool for money transfer built into their online banking portal... therefore, I have no use for XXXX in any situation. Citizens bank only stopped charging me for it because they stopped using it as a bank. I was also never notified that my subscription to XXXX was cancelled.
Upon reading about XXXX online, no where on the internet does anyone say they subscribed to it on a monthly basis and were charged for it on a monthly basis. I found an entirely different model for XXXX pricing.
Out of the approximately {$120.00} in fees I was charged, they are telling me they can not refund it all and are providing no advice or path forward. They are saying they can't provide proof that I signed up for this service. They are saying they can't refund the fees in full because of annual " limits '' to refunding per account. If they can't show a record of me signing up, I don't see how it's legal for them to keep my money. If they have done this to many dormant business accounts, this sounds like a class action lawsuit waiting to happen.
|
| 12/26/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
On XXXX, a mortgage loan officer who was pulling my credit report for a mortgage refinance from my bank informed me that there was an overdue credit line showing up on my credit report. I promptly pulled my credit reports and noted on the XXXX Report that there was a Citizens One Line of Credit that showed as opened on XXXX and was noted as 120 days past due ( as of Date Reported XXXX ) for the amount of {$490.00}. As I had not ever had or opened an account with Citizens One Bank, I reported this identity theft issue to my identity theft insurance carrier, XXXX XXXX. They assigned a restoration specialist ( XXXX XXXX ) with XXXX who has been attempting to assist me in contacting Citizens Bank/Citizen One Bank to report this identity theft. Both myself and my restoration specialist have been unable to make contact with anyone in Citizens One/Citizens Bank 's fraud division for almost 2 months as EVERY time we attempt to call the number provided for the fraud department, we receive a voice mail message informing us " Thank you for calling Citizens ID Theft hotline, due to increased volumes, we are unable to answer your call. '' The restoration specialist I am working with connected me with the bank 's customer service line but b/c this account is now old/likely charged off, they were unable to assist and were also unable to transfer us to the fraud department. In addition, my restoration specialist provided me with an email address of a department within Citizens Bank who he had had working with another of his clients who had an open case with Citizens Bank : XXXX. He suggested that I send an email requesting assistance in reporting identity theft : I emailed that address on XXXX and never received a response. I would really appreciate someone from Citizens One/Citizens Bank being able to handle a report of identity theft so that I can have this fraudulent credit line expunged from my credit report. There is absolutely no excuse for someone to not be able to report id theft to a bank but Citizen 's Bank is really working hard to make that impossible.
After doing internet searches on issues with Citizens One Bank/Citizens Bank XXXX I believe that someone opened an XXXX XXXX XXXX All Access account using my social security number and it appears that the only way you can open one of those accounts is through applying for a credit line through Citizens One Bank through various retailers- there is no traceability in this type of purchase. I highly suspect that this type of arrangement with XXXX and Citizens One Bank will exacerbate id theft going forward.
|
| 12/17/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
On XX/XX/2018 I noticed that funds moved from my savings ( {$3400.00} ) and my sons college saver accounts ( {$4500.00} XXXX to my checking account with Citizens Bank. I went to the branch and needed to close down all of my accounts and reopen them due to the suspicious activity. At that time, the only mechanism the bank used to protect me from fraud was to freeze my online banking and not allow me, the account holder, to access my accounts to monitor them. I had to call customer service every day to monitor my account since I could not view my accounts online and was very concerned about fraud. On XX/XX/XXXX a fraud check in the amount of {$760.00} posted to my checking account and the bank did nothing to prevent it when I reported suspicious activity. I spoke with Office of the Chairman XXXX XXXX and asked why my account was not monitored for fraud when I reported that {$7900.00} was transferred to my checking by a fraudster. She advised that when a fraud watch is warranted the bank will watch the accounts. However, I had reported fraud and the bank still allowed a fraud check with an INVALID routing number to post to my account. In the meantime, I had to open a new checking account and when my new checks arrived, the vendor sent them with 30 checks missing right in the middle of the check range. Where did they go? The day I became aware of the {$760.00} fraud check I demanded the funds be returned. The bank did return the funds with a provisional credit. However, today I became aware the bank had debited out the provisional credit on XX/XX/XXXX from my new checking account. This was a fraud check with an invalid routing number XXXX and my routing number is XXXX. How did this check pass through the bank in the first place with an invalid XXXX and why did they take the money back from me? Shouldn't an invalid routing number be a red flag not to process the check? I asked for Citizens to research how a fraudster managed to transfer {$4500.00} and {$3400.00} from my accounts and also asked them to monitor to my accounts to protect me. All the safety mechanisms that should be in place to protect me failed. And now they took back the funds a fraudster took from me. Citizens never should have allowed a fraud check to post with an invalid routing number AFTER I reported fraud on my account. I am demanding the funds be returned to my account. My bank never should have taken back the provisional credit. I have attached a copy of the fraud check. The original account that had fraud is XXXX and the new account they debited the provisional credit from is XXXX.
|
| 12/21/2017 |
Yes |
- Debt collection
- Private student loan debt
|
- Took or threatened to take negative or legal action
- Threatened to sue you for very old debt
|
|
Web |
|
|
I believe my XXXX XXXX XXXX XXXX XXXX ( XXXX ) Charter One Bank private student loan is part of the lawsuit against XXXX for fraudulent collections. I also believe there is supposed to be an audit occurring on those false judgments per the order of the Consumer Financial Protection Bureau lawsuit against XXXX XXXX XXXX XXXX XXXX XXXX.
In XX/XX/XXXX, I took out a {$15000.00} private student loan through XXXX XXXX XXXX XXXX XXXX, the lender was Charter One bank. In XX/XX/XXXX, I have documentation showing I took out another {$15000.00} private student loan. I do not know if it was through XXXX, but the lender was Citizens bank. I had been making payments on the XXXX Charter One student loan until I became unemployed in XX/XX/XXXX. I believe these payments were made to XXXX XXXX XXXX ( XXXX ) at that time. In early XX/XX/XXXX, I started receiving legal documents as attempt to collect debt for the XXXX XXXX XXXX loan. It resulted in a judgment placed against me by XXXX. The XXXX XXXX lawsuit matches the information in the complaint and judgment I received. I have been making payments for the XXXX Charter One loan to a collections law firm, XXXX and XXXX, XXXX since XX/XX/XXXX. XXXX and XXXX have made several different payment arrangements with me as I attempt to manage my XXXX Bank private student loan and government student loans. I currently make monthly payments directly to XXXX and XXXX ( through automatic withdrawal from my checking account ). XXXX and XXXX have stated they will review my income annually and adjust my payment plan accordingly.
I have no recollection of making any payments toward or receiving collection notices on my Citizens Bank private student loan until XX/XX/XXXX and am curious why it took them so long to attempt to collect from me.
A friend recently advised me to stop paying XXXX and XXXX and file a complaint with the Consumer Financial Protection Bureau to determine if XXXX and XXXX is supposed to be collecting payments on behalf of XXXX and the Charter One loan. My friend informed me that XXXX is not a collection bureau or a lender, and therefore, placed a judgment against me illegally.
I would like to know/understand what is going on with XXXX and who I am supposed to be making my Charter One private student loan payments to and if I can get my money back if my payments have been handled improperly. I would also like to know if my Citizens Bank private student loan is associated with XXXX. Id like to try to refinance my private student loans, but it seems undetermined if my XXXX/Charter One judgment is legal.
|
| 12/26/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
|
|
Web |
Older American, Servicemember |
|
I had a couple of security issues surrounding the house I've lived in for over 25 years recently. So I decided to get security cameras. I had a email from this company so I responded and spoke to a lady who quoted me a price of XXXX dollars for this system. It included so I thought the front and back door camera 's. After the installation they gave you 3 days to cancel, but there was no reason to cancel it was working well. Then I finally got the bill about 30 days later and it was for over 800.00. I was floored. When I called the company they told me that some one would get back to me, no one ever did. The finance company said they went on what XXXX told them and they submitted 800+. When I spoke to someone at XXXX he stated XXXX was for the kit which I thought I was getting, but that I had an extra camera added. The front door camera. I explained to the that this was not within my budget and no one every told be anything about an extra camera I had to pay for or I would have told them to forget it. He told me that I would have to speak to someone in management who would listen to the initial call to see what was said. No one ever contacted me back so I called again. This time I spoke to a very rude lady. I explained that at the time of the sale, I asked the sales person what was better about her company and why I should go with them instead of another company that didn't require any out of pocket for cameras or installation. She was just a very nice person who seemed to be very concerned about my safety, that's how they got me. She told me they had better cameras and she was very comforting. I thought she was trying to help me, I was so concerned about what was going on around my house, that was really all I could think of. The only money this lady spoke of was XXXX. She never told me anything about 800+ dollars, she did say I would get a free camera. I feel like I was baited and switched. When I called again they told me that someone would get back to me with the voice recording of the sales pitch, but no one ever has. They are billing me XXXX a month for this 800.00+ for this equipment. I called today to get the pay off balance and to see where to send the check and they told me there is no place to send the check you have to do it on line. That was it for me. I'm not going to pay them XXXX a month for the rest of my life for this XXXX equipment I'll pay them off, but I just want to know has anybody else had this experience with this company and what if anything can I do.
Thank You XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Maryland XXXX XXXX
|
| 07/14/2021 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Can't get other flexible options for repaying your loan
|
|
Web |
|
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I applied for a Graduate student loan with Citizen 's bank in XX/XX/2021. The representative on the phone gathered my personal information as well as my father 's ( co-signer ) and filled out the document " Student Loan Application/Promissory Note '' with all of the details we discussed. However, the representative filling out the document mistakenly checked off the box for " No deferment/Immediate Repayment '' even though it was made very clear that I would like to defer my loan since I do not graduate until XX/XX/2021 and will not have the financial means to pay it back. Although it is true that I did review and sign this document myself, I had trusted that the representative had filled out the form correctly. In addition, the box that was " checked off '' with the X on the document was filled-out electronically. So the " X '' wasn't even in the box! It was misaligned and hovering above the box, making it very easy for someone to miss!
Citizens bank uses XXXX XXXX to handle loans in re-payment. So last month I was notified that I had to repay my loan starting XX/XX/2021. When I called XXXX to ask them about this, they said that this could be corrected as long as my school sent them a signed document stating my graduation date. I was told this would ensure loan deferment until after I graduate. Several weeks went by and I noticed on my XXXX account that I was still required to pay back the loan on the XXXX. I called again, XXXX confirmed that they received the document from my school, and they assured me that it would take several business days until I would see the deferment status on my online account. Today XXXX XX/XX/XXXX ) I noticed that I still had a payment due on the XXXX. I called XXXX and that's when they told me my request for deferment was actually denied because when I filled out my citizens bank loan document, I was the one that checked off " No deferment/Immediate repayment '' which is a false assumption because the representative at citizens was the one that made this mistake.
So I called citizens bank today so straighten this out, and they told me that there's nothing they can do because I was responsible for reviewing the documents before signing them. But how can I do this when the check marks on the document are not clear? And shouldn't representatives be competent enough to not make huge errors like this? What they should do is pull up the recording of that phone call and hear me tell the representative that I want to defer my loan. They should honor my original request and take accountability for their mistakes.
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| 02/18/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem when making payments
- Problem during payment process
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Web |
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On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I made payments of {$700.00}, {$800.00}, and {$550.00} respectively, via online banking 2 direct transfers and 1 on line bill pay from my Citizens Bank checking account to my Citizens Bank credit card ending in XXXX. On each occasion, I would check every day to see if my payments posted and they did not post but were listed on hold and not applied to my card. This continued for more than 10 days approximately 2 weeks with no explanation why the hold on my payments. The holds were only lifted and apparently applied after I called and flipped out because I was traveling and needed to make more purchases. ie. rental car, hotels etc, on the card.
I called and ask why my payments were on hold and not posting right away. I was given no good explanation of where my money went when they withdrew it from my checking account if they did not apply to my credit card as it was intended. This is a conversion of my money. I couldve paid a different card down to use or kept the money in my account and earned interest.
On the three occasions that I made these payments, I saw the withdrawal of my cash immediately, but not the credit to my credit card. After I called and kept calling because this kept happening, they told me my payment would be applied however I never saw my balance go down the day the payments to my card were supposedly actually made by Citizens Bank.
I am extremely frustrated because I cant tell if these payments were ever posted, and on what day the payments were posted if not on the day I made the payments, because my balance never came down on my credit card in my online banking. This is just not right to do to a person. I have never been late on a payment on my card there is no justification for any hold, Ive never heard of this happening it certainly has never happened to me before, and I think its illegal to do Im a lawyer I think its a conversion of my money that was intended for one purpose and they failed to apply it to that purpose immediately or within a reasonable time, a day or two. Where did my money go? Why weren't my payments applied right away and were put on hold for an outrageous amount of time. When I make a payment on my card I expect the payment to be applied right away or within a reasonable amount of time. This totally screwed me. I was not only out my money in my checking account but also had no room on card to charge when I was out of town. I couldve paid another card and used that card. I wrote a letter to the Office of Chairman XXXX XXXX XXXX with no resolution.
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| 02/23/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Late or other fees
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Web |
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I told them that XXXX XXXX is allowing criminals to steal from my checking account. They are making fradulent transactions. I also told them that I did not order this purchase, I told them them not to mail the purchase. Why was I mailed the purchase? I showed Citizensbank and Consumer Financial the emails, why did they renege on the refund? This was a duplicate purchase of {$170.00} on the same day.
An item that I did not purchase for {$170.00}, on XX/XX/XXXX, was charged back to my account on XX/XX/XXXX. I told ( emailed ) XXXX XXXX and Citizensbank several times that I wanted to cancel this purchase on XX/XX/XXXX through XX/XX/XXXX, before the transaction posted to the account. Criminals hacking my phone number of XXXX XXXX XXXX refused to cancel the transaction. They told me that I had to let it post to the checking account. That comment did not make sense. There are several people copying my phone number so they wanted XXXX XXXX to deliver the package and ruin my checking account. I am so frustrated with people copying my phone number and talking to me over the phone. I can not make important calls to banks or creditors.Many of my relatives were XXXX this year and I rarely got to talk to them because criminals were intercepting the calls.
XXXX XXXX instead delivered the package. After Citizensbank completed the, banking, transaction, anyway, I told XXXX XXXX XXXX to " please do not deliver the package,. " I was dealing with a financial hardship. A criminal pretending to be from XXXX even told me that he was not going to deliver the package They delivered the package anyway. Several criminals were lurking near my home during this time as my father was sick. The criminals must-have evaded my home, because several items were stolen during XXXX through XXXX. I was saddened and distraught. They took advantage of my father ' s home while he was ill. Recently, on XX/XX/XXXX, the purchase of {$170.00} was returned by Citizensbank. I keep trying to call XXXX XXXX and Citizensbank, however, their are stalkers and criminals at XXXX, XXXX and some other people from XXXX or XXXX speaking countries, intercepting the calls, so that I am unable to speak with an authentic representative, from Citizensbank, to resolve the issue. I am not certain what is happening with my banking accounts, but, I believe that someone at XXXX, XXXX or XXXX is responsible for these crazy transactions that I am having now. Why they are harassing me? Why are they trying to ruin my life? Why are they stalking me? They might me be XXXX or have a mental problem.
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| 02/28/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX Old Address : XXXX XXXX XXXX XXXX, VA XXXX Phone Number XXXX Line of Credit Starting Numbers XXXX In XXXX of XXXX I wanted to purchase an XXXX for my family. These were hard to find during those days so I was super excited to find out XXXX had a bundle I could purchase. I had the money to purchase this item but the only way of getting the XXXX was that I needed to finance it. Even though I had the full payment it stated that the only ones available to purchase I would have to finance. Since these took months to come out and I had to be exactly on the website at the exact time I went ahead and did it. I figured once I financed it I would be then able to go through the website and just pay it off. It asked me for an initial payment that would pay so many months in advance but only gave me the option to pay up to 2 months or so. I received my XXXX and set it up for my family. I never received any bills in the mail for this and never got an email or any way of making payments. In XXXX of XXXX I had a death in the family and had to travel. In XX/XX/XXXX, I got a phone call and I was surprised to hear that a XXXX dollar payment per month was 2 months past due so I told them I would make the payment and pay it off. They wouldnt let me pay everything off. I had to pay monthly. I think this is some type of scam to not let me pay the full balance off of such a small amount!! I told the person on the phone that this better not hit my credit report and they said no worries this doesnt go on your credit. I made the payment and they gave me the website to make payments and sent another bill in the mail as I hadnt received anything. I need this removed off my credit report as soon as possible! I feel as though I was duped into financing this when I could have paid this off at any time! I havent had late payments on any bill.houses I have owned, cars I have purchased, all other credit cards that I have had for 20 years and you are going to lower my credit score for some XXXX purchase? This is unacceptable and I will be seeking a lawyer if this isnt resolved. Lastly, this had to be inserted in my credit report very recently as I have bought 2 houses and a brand new XXXX since that point in time and nobody has ever even asked me about this so you must have reinserted this into my credit without my knowledge which is illegal. This had not been reported in years. I want this removed from all 3 credit bureaus immediately. I need this removed off and a phone call of how this will be remediated.
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| 10/22/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hello. On XX/XX/2021, I submitted my financial information to XXXX XXXX who then forwarded it to Citizens Bank, the company writing the loan. I submitted bank statements, tax returns, mortgage statements for a previously purchased property, and pay stubs. On XX/XX/XXXX, I explained to the loan officer that my husband hadn't been employed for 6 months because I knew that could be an issue. She asked for an exception letter, which we provided. The letter explained my husband hadn't worked due to Covid closing schools and him staying home to take care of the children. She stated it was good. In mid XXXX I asked if the exception letter was approved and she said yes, we were all good to go. I don't know if she lied or if Citizens Bank lied to her and said that.
On XX/XX/XXXX, we received our Closing Disclosure from Citizens Bank stating our actual costs needed. We were supposed to close XX/XX/2021, so that put it 3 days from closing, like it is regulated. On XXXX, XXXX, the day before closing, we were told we weren't clear to close due to my husband 's length of employment. We didn't understand why that was an issue the day before closing since we had disclosed that information in the beginning and were not only pre-approved with that known, but also told the exception letter about his employment was accepted. We had been allowed to pay for so many things when they knew from the beginning we weren't going to get the loan based on the information I provided.
The day after we were supposed to close, XX/XX/2021, we received our Notice of Action Taken. This notice should have been sent well before this. The reason was due to employment history and insufficient income. Both of these reasons should have made it where we wre n't pre-approved. We should not have been told repeatedly we were getting the loan if those were the issues.
Nothing changed with anything in our finances or employment from the time we were pre-approved to the time we were supposed to close.
I'm not even sure how insufficient income is a reason since our DTI with the house we were trying to buy was 30.52 %.
We terminated our lease agreement since we were given verbal confirmation that we were " for sure good and getting the loan. '' Now, I have to be out of my apartment in 9 days and I have no house to move into.
I am attaching the contract for the house, the letter of intent given when we had already provided an exception letter for the employment history, Closing Disclosure, and the Notice of Action Taken that was given the day after the closing date.
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| 03/07/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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I am a Citizens Bank customer and would like to file an official complaint.
Back in XXXX, I filed a fraud claim against a vendor for failure to perform services. Citizens investigated the claim and astonishingly, found for the vendor. The provisional credit that I had received was due to be deducted from my account on XX/XX/2022.
I contacted the bank to discuss their findings, arguing that an unsigned contract and a blank form submitted by the vendor was insufficient to determine that the vendor had performed the services for which they had been hired. The bank representative I spoke with agreed with me and changed the provisional credit to a permanent credit. I asked that he confirm that no money would leave my account on the XXXX, as the vendor was, in fact, in the wrong. He assured me no deduction would take place.
Of course, the deduction did take place and on XX/XX/XXXX, my account was overdrawn as a result.
I immediately called the bank, spoke with a representative and was told that a form had been submitted on my behalf and that someone would get back to me. I did not receive a phone call.
On the following day, I called again. I was again assured that someone would be returning my call, and this representative explained that I could not contact the department responsible directly, and neither could she. The only possible way to get this resolved was to file a form. That representative filed a second form requesting a call back and agreed to make it a high priority request.
I never received a call back.
I called a third time, spoke with a different representative who told me that she indeed saw that there should have been a permanent credit made to my account, assured me that someone would call me back that day, and apologized for the error.
Needless to say, no one called me back.
I called again this morning. Spoke with a supervisor who, while apologetic, told me that the only thing she was able to do to help me was submit yet another form requesting a call back, and that the bank policy was that a response could take 24-48 hours.
This is absolutely unacceptable. My account is still overdrawn, I have now missed payments and bounced checks and am unable to access MY MONEY. The department ( the Electronic Banking Operations Department at XXXX ) does not take incoming calls, although no reason is provided.
It can not be legal for Citizens Bank to hold my money for this long, to provide no way to contact the department who made the bank error and to fail to contact me for a week regarding this issue.
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| 12/26/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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On XXXX, a mortgage loan officer who was pulling my credit report for a mortgage refinance from my bank informed me that there was an overdue credit line showing up on my credit report. I promptly pulled my credit reports and noted on the XXXX Report that there was a Citizens One Line of Credit that showed as opened on XXXX and was noted as 120 days past due ( as of Date Reported XXXX ) for the amount of {$490.00}. As I had not ever had or opened an account with Citizens One Bank, I reported this identity theft issue to my identity theft insurance XXXX, XXXX XXXX. They assigned a restoration XXXX ( XXXX XXXX ) with XXXX who has been attempting to assist me in contacting Citizens Bank/Citizen One Bank to report this identity theft. Both myself and my restoration XXXX have been unable to make contact with anyone in XXXXitizens One/Citizens Bank 's fraud division for almost 2 months as EVERY time we attempt to call the number provided for the fraud department, we receive a voice mail message informing us " Thank you for calling Citizens ID Theft hotline, due to increased volumes, we are unable to answer your call. '' The restoration XXXX I am working with connected me with the bank 's customer service line but b/c this account is now old/likely charged off, they were unable to assist and were also unable to transfer us to the fraud department. In addition, my restoration XXXX provided me with an email address of a department within Citizens Bank who he had had working with another of his clients who had an open case with Citizens Bank : XXXX. He suggested that I send an email requesting assistance in reporting identity theft : I emailed that address on XXXX and never received a response. I would really appreciate someone from Citizens One/Citizens Bank being able to handle a report of identity theft so that I can have this fraudulent credit line expunged from my credit report. There is absolutely no excuse for someone to not be able to report id theft to a bank but Citizen 's Bank is really working hard to make that impossible.
After doing internet searches on issues with Citizens One Bank/Citizens Bank , I believe that someone opened an XXXX XXXX XXXX All Access account using my social security number and it appears that the only way you can open one of those accounts is through applying for a credit line through Citizens One Bank through various retailers- there is no traceability in this type of purchase. I highly suspect that this type of arrangement with XXXX and Citizens One Bank will exacerbate id theft going forward.
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| 05/08/2018 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Problem with additional products or services purchased with the loan
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Web |
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I took out a loan on XX/XX/2015 with XXXX XXXX in XXXX, Illinois. The total amount financed was {$21000.00}. After moving to XXXX I went to another XXXX car dealership in XXXX, NY to request to trade in the vehicle. The representative at this dealership noticed that the loan was overvalued. I am XXXX speaking and had applied for the car loan but was not provided with verbal information or written documents in my native language. After reviewing the loan contract with a financial coach, we identified two supplementary insurance packages added to the loan which has increased the cost of the loan and impacted my ability to pay. The Gap Care Advantage package was added to the loan for a value of {$590.00} and Autoguard was added to the loan for a total of {$1800.00}. I did not consent to these insurance packages. I also noticed a discrepancy in that contract that states the cash down payment was {$3500.00}, however the receipt given to me on the date I took out the loan was for a cash down payment of {$2000.00}. I requested a cancellation of both supplementary insurance packages. I have only received a response from Auto Guard for a partial refund of {$280.00}. The entire cost was {$590.00} and I never consented to the purchase of it. In addition to the dollar value of the insurance, because it was added to the loan, I have also been paying interest on top of the original value. The refund was sent to the car dealer by the insurance company but the car dealer has not provided any information regarding the refund of this insurance. I have called the car dealer on many times and they say they will call back but they never do. I have not received any response regarding the refund of the other insurance package valued at {$1800.00} plus interest on the loan. They also told me that after 6 months of payment, my interest payment would be automatically reduced to 2.99 %. At the time I asked the representative at XXXX to write this down for me and she said she could not, but I could write it down on her business card. Because the car dealership was not providing the financing themselves, they should not have provided me with an offer they had no control over and couldn't execute. They also told me that my payment would be $ XXXX monthly but it ended up being {$330.00}. When I went back to inquire they said it would be reduced after 6 months. When I returned after 6 months they denied making this assertion. I requested to speak with the representative who originally made this offer but they said that person is no longer at the company.
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| 10/11/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Back in XXXX I went through a nasty breakup with my ex. Later found out that my ex stole my identity and changed my address information and long story short some of my accounts ended up going delinquent because they bills were being sent to an address that I was not located at. When I found out about it I was able to rectify the situation. Citizens Bank got me set up on a repayment plan for my student loans but then ended up charging off my accounts in XXXX. Since then I have been paying faithfully on my accounts, triple if not more than the required monthly amount. I paid one account off in full and am still paying one account monthly. The account that I am still paying on is causing issues. Back in XXXX when they charged off the account they entered a " {$0.00} '' balance for what was owed. Never thought anything of it although not my problem since I'm not Citizens bank and I don't know what they are required to report. Just recently I went and checked my credit and noticed that my credit took a XXXX point hit because 7 years later, now XXXX they decided to go in and magically update their record and update the balance of my account. Coincidence that the account is going to be falling off my credit in XX/XX/XXXX? I called them XX/XX/XXXX and when I called them the woman on the phone was very rude and she told me that they are allowed to go into my account anytime and update the balance whenever they want. If that was the case, it wouldn't take them 7 years to find out that they screwed up putting in a {$0.00} balance. I asked why in XXXX a {$0.00} was put in and the woman said it was a coding error. I stated that was unacceptable and that someone needed to fix this. She said that there was nothing they could do and it is what it is. No, that's unacceptable. I've busted my butt to rebuild what my ex did to me for the past 7 years and got my credit up to where it is today and Citizens Bank is now XXXX with me and this needs to be fixed and my credit needs to get back to where it is. I'm in the process of buying a house and this will royally XXXX my options of getting my house if they don't fix their error. I have disputed the account with the credit bureau and they have since stated that they are deleting the account from my credit but I want the creditor to fix their mistake and take responsibility for an error they made 7 years ago. They can't act all nonchalant about it and put the blame on me. I've been paying faithfully for years and they get no responsibility. I'm tired of banks taking advantage of people like this.
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| 08/16/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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I'm XXXX XXXX, a recently admitted medical student at the XXXX XXXX XXXXXXXX, and I wanted to let everyone know that I am experiencing a severe financial emergency. I have had all the money awarded to me from financial aid, everything I had until XXXX over {$10000.00} taken from my account by Citizens bank.
I had to take a private loan from Citizens bank, years ago to pay for tuition. I was unable to pay their exorbitant amount of $ XXXX in student loans while I struggled to even afford food and barely able to afford rent. Because of which, I get every single cent I had to live taken from my account without even my knowledge.
All be because I defaulted on my student loans, since the very little money I had left over, was used so I could feed myself and my puppy. I informed them of my situation last year when I was to begin repaying my loans. I tried to refinance my loans even with a cosigner, and nothing was able to be done about this.
They do not want to return the money that was given to me by federal student loans, and said it was " justified. '' I now have $ XXXX in my account that includes overdraft fees. I can not afford a single thing, and here I am in medical school not being able to afford food, once again.
I have no clue how I am going to be able to feed myself and my dog. I have no clue how I am supposed to pay all my bills, my rent, my hospital, and medical bills any of my medication that helps me get through the day. I kept working at my previous job as a lab tech at children 's hospital, part time with the hopes of l bettering my financial situation. At this point, the amount I make is insignificant related to my expenses, although at least I still have health insurance.
Citizens called the police yesterday to do a wellness check on me because I let the bank know how horrible this situation has affected me. I can not sleep, any rest I have has been restless, and I barely have any groceries left. I was planning on going grocery shopping over the weekend until I realized I had absolutely no money left.
Please help. I don't even know if I can even afford to continue medical school like this. Not even after I spent almost 10 years working to get a seat in medical school. I should not have to worry about being able to feed myself while I study medicine.
I have already experienced too much financial difficulty this past year. I had the idea that my admission to medical school at XXXX, was going to be a temporary solution to my financial crisis, only for my situation to become significantly worse.
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| 07/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
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My credit card was stolen. There were 35 unauthorized fraudulent transactions on my credit card. They are all listed Below : XX/XX/2023 : {$43.00} from XXXX XXXX XXXX {$12.00} from XXXX XX/XX/2023 : {$42.00} from XXXX XXXX XXXX {$8.00} from XXXX XXXX XX/XX/2023 : {$6.00} from XXXX XXXX XX/XX/2023 : {$18.00} from XXXX XXXX XX/XX/2023 : {$12.00} from XXXX XXXX XX/XX/2023 : {$31.00} from XXXX XXXX {$10.00} from XXXX XXXX {$7.00} from XXXX XX/XX/2023 : {$32.00} from XXXX XXXX XXXX XX/XX/2023 : {$33.00} from XXXX XXXXXXXX XXXX XX/XX/2023 : {$9.00} from XXXX XXXXXXXX XXXX XX/XX/2023 : {$6.00} from XXXX XXXX {$32.00} from XXXX XX/XX/2023 : {$9.00} from XXXX XXXX {$34.00} from XXXX XXXX XX/XX/2023 : {$10.00} from XXXX XXXX XXXX {$3.00} from XXXX XXXXXXXX XXXX XX/XX/2023 : {$9.00} from XXXX XXXX {$23.00} from XXXX XX/XX/2023 : {$6.00} from XXXX XXXX {$34.00} from XXXX XXXX XXXXXX/XX/2023 : {$36.00} from XXXX XXXX XXXX XX/XX/2023 : {$36.00} from XXXX XXXX {$9.00} from XXXX XXXX {$34.00} from XXXX XXXX XX/XX/2023 : {$30.00} from XXXX XXXX XX/XX/2023 : {$8.00} from XXXX XX/XX/2023 : {$34.00} from XXXX XXXX {$10.00} from XXXX XXXX XX/XX/2023 : {$26.00} from XXXXXXXX XXXX XXXX XXXXXXXX {$37.00} from XXXX XX/XX/2023 : {$37.00} from XXXX XX/XX/2023 : {$90.00} from XXXX XXXX I promptly reported the stolen credit card and unauthorized fraudulent transactions to the fraud department at Citizens bank. The lady on the phone processed my claim and gave me a claim number XXXX. The total amount of unauthorized fraudulent transactions is {$830.00}. The lady on the phone incorrectly reported {$800.00}.
I received a letter in the mail 7 days later from Citizens Bank that my fraud claim was denied. No reason at all was given to me as to why it was denied. Since I received this letter, I have repeatedly called the company, but was placed on hold for hours upon hours and hours, and hung up on. I have called the company at least 12 times since XX/XX/XXXX to resolve these fraudulent transactions on my account, to no avail.
Citizems Bank is not only refusing to remove these fraudulent transactions, but they are charging my credit card interest on top of them. Two incorrect interest charges of {$57.00} on XX/XX/XXXX and {$65.00} on XX/XX/XXXX were placed on my credit card account.
I respectfully ask that Citizens Bank remove these unauthorized fraudulent charges from my credit card immediately. I also respectfully ask that Citizens Bank remove the erroneous interest charges that accrued as a result of these fraudulent transactions immediately.
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| 09/14/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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On or around XX/XX/23 I called Citizens Bank to add my Power of Attorney to my moms checking accounts. She is XXXX and unable to manage them herself.
I live in XXXX XXXX and there is not a Citizens here. The person I spoke with told me I could mail a certified/notarized copy of the POA signed by principal guarantor with written instructions asking me to be added to Account Services. I could also have an agent bring these documents to a Citizens branch.
I called a branch close to my mother and I spoke with XXXX ( the branch manager ) on or around XX/XX/23. I wanted to schedule my cousin to come in with the requested paperwork. XXXX said that he spoke with the legal department and they gave him a different answer. I needed to come into the branch myself with the original POA, drivers license and social security card with written instructions to add me.
So XXXX instructions conflicted with the person I spoke to on the XXXX number. But I booked a flight for XXXX.
On XX/XX/23 I went to XXXX branch ( XXXX XXXX XXXX ) and brought all requested paperwork. I waited 3 hours. The new branch manager ( XXXX ) told him that he was told by legal that my cousin ( previous POA ) needed to be present.
This was the 3rd answer I received on how to add myself as POA to my moms account. My cousin was out of town and I brought a signed statement from her, but it was not enough.
I asked XXXX if my cousin could come in on her own when she returned to town. After all, he had verified me and the paperwork. He agreed that sounded reasonable, so he said he would call me the next day.
The next day ( XX/XX/23 ) XXXX called me to let me know that I needed to return in person with both my mom and cousin. This was the 4th answer I received on how to add me as POA on my moms accounts.
Both my mom and cousin are having cognitive difficulties and nobody is currently managing her accounts. Citizens does not seem to have a clear and consistent policy on how to add someone as POA to the account. It seems to depend on the day.
I did everything they asked of me and flew across the country and still my moms finances are going unmanaged.
I complained on XXXX to XXXX XXXXCitizensBank and someone responded saying they were opening up an internal complaint and would get back to me in 3 business days. That was 5 business days ago.
I just want to ensure my moms bills get paid and her finances are properly managed and Citizens Bank does not seem to have any logical or consistent way to ensure that I am able to care for my elderly moms finances.
|
| 02/10/2016 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
|
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Web |
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I took out XXXX separate loans through Citizens One Bank in XXXX, XXXX as part of XXXX 's iPhone Upgrade Program. As part of the program I am required to submit banking or credit card information for automatic monthly withdrawals of the payments. I was incorrectly charged twice for my first scheduled monthly payment for XXXX loans on XX/XX/XXXX. I contacted Citizens One immediately to get this corrected and was promised a prompt refund but did not receive one until XX/XX/XXXX. Once the refund was issued my account was immediately and incorrectly labeled as " Past Due ''. I again contacted Citizens One on XX/XX/XXXX and was told that they were having issues with their computer system and my account was not, in fact, past due. I was then charged one payment for each loan on XX/XX/XXXX and XXXX additional loan payments for each loan on XX/XX/XXXX. One of the three XX/XX/XXXX payments for each loan was credited back to me on XX/XX/XXXX which meant that I was still owed a refund on one payment for each of my XXXX loans. I again contacted Citizens One to get this corrected and asked to speak to a supervisor. After close to an hour on the phone I was told that a supervisor would call me back that day. After three days I still did not receive a return call so I contacted Citizens One again. I again explained to the representative what had happened and sat on hold for more than 45 minutes while they attempted to figure out what happened. I was told that a case file was opened and an " XXXX Loan Specialist '' named XXXX ( extension XXXX ) would be contacting me. Days passed with no contact so I called XXXX and left a message. Once again, days passed with no returned call so I called and left another message with XXXX but still could not receive a returned call. After another day or two I called back and finally was able to get XXXX on the phone. We went over everything from day one again and he assured me that my refund would be issued promptly and this would be corrected moving forward. The refund I was owed was sent on XX/XX/XXXX. However, as with the refund that was issued on XX/XX/XXXX, XXXX my loan accounts are now shown incorrectly as being " Past Due '' again. I also received emails on XX/XX/XXXX saying that Citizens One tried unsuccessfully to process another payment for each of my XXXX loans that day when they were not due until XX/XX/XXXX - they were once again attempting to process additional multiple payments. I have again tried to contact XXXX by leaving multiple voicemails and an email but have not heard back.
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| 10/05/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX I received a letter from the mortgage company stating they needed proof of insurance. I had insurance on my home when I bought it on XX/XX/XXXX. So I contacted the insurance company preferred mutual on XX/XX/XXXX it was then that I was notified the policy was pending cancellation due to non payment on XX/XX/XXXX. On XX/XX/XXXX I called XXXX XXXX XXXX to inform them that I have insurance and it's due to be cancelled on the XXXX if they don't receive payment. They told me to tell the insurance company to fax the bill toXXXX and they'll try to overnight payment to them. I let a week go by and checked my escrow account the insurance payment still haven't posted. So I called the insurance company again the person I spoke with said it was faxed over on XXXX, then I called the mortgage company they stated they didn't receive it, and tell the insurance company to e-mail it to XXXX. I then called the insurance company with that information they stated that they'll get that done. at that time it was within a couple days of being cancelled so I waited another week the money still didn't post to my escrow account. Now because the policy has been cancelled I called my agent to let her know what happened and see what I could do about it. Since it had not been past 30 days since cancellation they can get payment and renew the policy. Now 3rd time call the mortgage company I was told to have my agent e-mail the bill to XXXX with the loan number in the subject box and they'll try to overnight a payment. Now once again didn't hear anything. All of a sudden I get a email from my mortgage company stating that my hazardous insurance is paid in the amount of {$1000.00} but the insurance that I have was only {$720.00}. I look online at my account it's some insurance that the mortgage company added meanwhile I don't have no type of paperwork pertaining to this insurance. On XX/XX/XXXX I called my agent to try to get my insurance back and couldn't because it was lapse for over 30 days, due to the lapse I can't get no competitive rate. the new insurance policy I have cost me {$980.00}. Called the mortgage company and had a fit. They said as soon as I get proof of insurance to email to the same email address previously they'll update the account and then I'll maybe get reimbursed. This was a issue that was not caused by me.. in reality had nothing to do with me all I was supposed to do was make my mortgage payments and that's what I did now I may have to suffer with the 30 day lapse for years this wasn't right at all
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| 11/13/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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I contracted with a home builder to build a new home. The mortgage company ( Citizens Bank ) requested that I let them know when the house is 75 % complete so that they can order the appraisal. On XX/XX/XXXX, I notified them that the house was XXXX % complete. I do n't know exactly when the appraisal was ordered, but I learned the day before our scheduled closing ( which was to be XXXX/XXXX/15 ) that there were problems with the appraisal, and the appraiser needed to complete some steps before closing.
I managed to track down the appraiser 's email address and phone number, and contacted him to complete his appraisal. According to the appraiser, he did his appraisal, submitted it, fixed it upon request from Citizens Bank, and re-submitted.
Citizens Bank did not have their job complete for our scheduled closing on XX/XX/XXXX, so the closing was delayed. I then had to reschedule appointments and deliveries that were to be handled on XX/XX/XXXX. I delayed them to be the next day. I also learned that the builder has a {$500.00} per-day fee that they will enforce for closing delays. They waived the fee for the first day delay.
Since XX/XX/XXXX is XXXX, and a bank holiday, no progress was made that day. But we were assured it would be handled Thursday, and we could close Thursday afternoon.
Mid-day Thursday, it became apparent that the closing would n't happen Thursday either. I again rescheduled appointments and deliveries from Thursday to Friday. By the close of business on Thursday, I was told that the appraiser still needed to submit some information to the bank. So essentially - no progress was made Thursday, either.
We rescheduled the closing for Friday at XXXX. Early Friday morning, I drove to the house to take pictures that the appraiser needed to submit, and sent them to him to help move the process along. It is now noon on Friday, and the appraiser just told my real estate agent that he just now heard that he needs to submit pictures. It 's clear that we will not be closing today. I have family coming from out of town tomorrow to help us move, and it seems we will not be able to do that. There are now more deliveries that I need to reschedule again, certainly with financial penalties at this point.
From my point of view, there has not been any progress on the appraisal since last week. The appraisal was ordered so late that it needed to go perfectly to avoid delaying the closing. But it did n't go perfectly. There were problems, still unresolved, and nobody can say when the closing will happen.
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| 06/16/2022 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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On XX/XX/2022 I purchased a vehicle that was financed through Citizens Financial Group and took out an extension of my own credit using my SSN ( credit card ) ( 15 USC 1602 ( L ) ), and Title 18 USC 8. Obligation or other security of the United States defined The term obligation or other security of the United States includes all bonds, certificates of indebtedness, national bank currency , Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of United States, stamps and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled United States stamps. Pursuant 15 USC 1602L, the bill was prepaid with the use of my social security number, which I used in the application process with Citizens Financial Group. Furthermore, there was no right of recession clause in the contract, violation of 15 U.S. Code 1635. furthermore, I entered into this contract agreement with Citizens Financial Group without 1 ). Full disclosure of my right to rescind 2 ). Transparency regarding the process of the consumer credit application being the financial asset ( 12 CFR 360.6 ( 2 ) ) as well as self-liquidating paper ( 17 CFR 260.11b-6 ) ). I have reason to believe that Citizens Financial Group willingly and knowingly took advantage of me and my consumer credit. I am not terminating or canceling this contract, I am deducting my liability to pay on behalf of the obligor as i have found several violations and fraud. Notice that Pursuant to 15 U.S. Code 1635 ( b ) upon receipt of this rescission I am not liable for any finance or other charge. Any security interest given by the obligor, including any such interest arising by operation of law, becomes void upon such a rescission. In addition, I was given false and deceptive information ( violation of 1692e ) as I, XXXX XXXX was told that a down payment of {$5000.00} was needed in order to drive off of the lot. Down payment is a direct violation of 15 USC 1662, this transaction was simply an extension of my consumer credit. Pursuant to 15 USC 1605a - a finance charge is sum of all charges-this also includes insurance, but you don't need me to tell you that. Citizens Financial Group willingly and knowingly violated my rights as a consumer. Down Payment Reimbursement shall be made by check payable to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX
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| 08/13/2015 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Having problems with customer service
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Web |
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XXXXDear Citizen 's Bank : These are instructions given to me by XXXX XXXX XXXX for Citizen 's Bank:1. Citizen 's Bank need to file a claim in order for XXXX XXXX XXXX to investigate the students loans that Citizen 's Bank are alleging that me and my mother 's cashed or deposited at XXXX XXXX XXXX in XXXX and XXXX.
2. XXXX XXXX XXXX has checked both : my mother 's account and mine and did not find any cashed or deposited checks from Citizen 's Bank. I, XXXX XXXX, did n't have an account with XXXX XXXX XXXX until XXXX and I closed my account in XXXX because of fraud happening to my checking account that I was cleared of the charges at a later date by XXXX XXXX XXXX. I can get XXXX XXXX XXXX to confirm this in number XXXX and they did check my mother 's account and they did n't find anything on her account relating to Citizen 's Bank student loans.
3. This one student loan that Citizen 's Bank sent to me and my mother in the amount of {$15000.00} is fraud and the account number is not the same for me or mother 's accounts with XXXX XXXX XXXX. The Backsplash says XXXX XXXX XXXX and I highly doubt that in 2 or 3 days that a check can get to XXXX, XXXX from XXXX XXXX. Did Citizen Bank send the checks overnite through a shipping company? The check was disbursed XXXX/XXXX/XXXX and according to the date of cashed or deposited it was on XXXX/XXXX/XXXX and then below it says XXXX/XXXX/XXXX.
4. XXXX XXXX XXXX will give Citizen 's Bank a reference number once the claim is filed.
5. Please mail me the reference number, so that we can keep up with XXXX XXXX XXXX 's investigation.
6. We are innocent and once that is proven, please write the {$35000.00} check to me and mother and have the check mailed to : XXXX XXXX - XXXX XXXX, XXXX XXXX ( we have been wrongfully punished for so long. ) I do not understand why Citizens Bank is not following the proper steps to dispute this claim with XXXX XXXX XXXX, we have repeatedly expressed orally and written to Citizen Bank that we did not cash or deposit these checks at XXXX XXXX XXXX. We have filed police reports and filled out ID theft affidavits and Citizen 's Bank still have not filed a claim with XXXX XXXX XXXX so that XXXX XXXX XXXX can find out where these checks were deposited or cashed within their Bank. What Citizen 's Bank gave to us, is a copy of XXXX check in the amount of {$15000.00} and it is fraud. This money did not go into my mother 's account or mine.
Thank you and I look forward to communicating with you.
CC : XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX
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| 07/10/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Other features, terms, or problems
- Problem with balance transfer
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Web |
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Late XXXX I tried to shop around and find a bank thatll do a credit card balance transfer from XXXX. I ended up speaking with someone at citizens bank XXXX XXXX XXXX, MI ). The representatives there reassured me they can do the transfer. I was approved XXXX XXXX and got an email confirmation that I was approved. I then called the credit card company like I was told to ( upon receiving my card in the mail ) to ask for a balance transfer. I read off my Michigan schools and government credit union card number and was told citizens bank isnt associated with XXXX therefore cant do the balance transfer. I then called back to the citizens bank to ask what to do. I was told They had no idea and to call the credit card number back and ask for a cash advance check. I called the credit card number again and was told they stopped doing this a few months back ( quote on quote ). I called back to the bank and they claimed they had no idea of this change and was told they will see what they can do. 2 days went by, no call from the bank. Finally I called back today, XX/XX/2020 to check on the status of this issue : they claimed they got an email with a link XX/XX/XXXX regarding this new change ( no longer offering check advances ) and that It was a link 3 pages down that apparently no one at that branch read. They admitted its their fault but that doesnt solve my issue. So now, im stuck with a XXXX credit card I cant close due to It impacting my credit. Nor do I need it. It was pure negligence and malpractice of this branch not staying up to date on changes. None of the time line matches up to what I was told from the credit card company XXXX what the branch representatives told me either regarding this change. Essentially I was told a manager / supervisor from credit union ( XXXX mile ) would call me back and no one ever did. ( I was told this XX/XX/XXXX And no manager called me, and when I reached out XX/XX/XXXX, a bank rep essentially owned up to their mistake and told me theres nothing she can do ). I need this credit card removed / closed without It impacting my credit, as this is that branches fault it was open in the beginning. I am extremely disappointed at their lack of knowledge and how they handled this situation. I made It clear multiple times Im transferring balance from XXXX, so if someone were to check recorded conversations with citizens bank and their credit card line you would hear this. I need this resolved and at the very least they should be held responsible for their mistake and negligence.
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| 06/21/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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This is a previous complaint that- Has Not Been Resolved - See complaint filed on XX/XX/XXXX with CFPB. In my records it shows the CFPB has closed the case saying it was resolved - This Has Not Been Resolved- I was literally just charged for the {$490.00} again this morning XX/XX/XXXX.
I received a letter stating once again that I needed to provide proof that the payment was made - which I did in an email on XX/XX/XXXX, I emailed ALL of the information requested to XXXX - This has been going on since XX/XX/XXXX back and forth and this is the 3rd time Citizens has withdrawn the money from my checking account.
I have provided all of the information proving this withdraw is erroneous and Citizens is refusing to refund me account and close the case.
I will escalate this as far as I need to to be returned the almost {$500.00} that they continue to take from my account.
I have spoke to XXXX XXXX Citizens Banks Sr Advocate with no avail - XXXX - she asked that I email the information requested which I did as well as numerous emails to XXXX See below the original email below ... .as well as attachments from the email I sent on XX/XX/XXXX The amount of {$490.00} was charged to my checking account on error - I contacted Citizens at the end of XX/XX/XXXX stating this and they refunded the amount. I received a letter from Citizens saying no further action was required then a month later the amount was withdrawn again. - This was for a car payment, when the amount was withdrawn a second time, the lease agreement had been satisfied and the car had been turned back in to the dealership. Citizens withdrew the funds after the car payment had been 100 % satisfied and turned back in to the dealer- so where did my {$490.00} go??? After multiple attempt via phone to resolve this issue I was told on each separate time someone from the claims department would be contacting me in 2-3 business days - this Never Once Happened- I never received a call from a representative. I have received 3 letters since asking for proof that the payment was made by other means - I have emailed XXXX 4 Times now will all the requested information - I HAVE NOT ONCE RECEIVED A RESPONSE. They are Fraudulently holding {$490.00} from my checking account. Were did the money go??? Again- the vehicle has been paid in full and returned to the dealership and the amount of {$490.00} was withdrawn again after this fact. The fact that not one representative from Citizens has responded to my complaint VIA phone and email is HIGHLY SUSPICIOUS!!!
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| 06/20/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/XXXX, I XXXX XXXX owner of XXXX XXXX XXXX XXXX XXXX made a deposit of {$6000.00} usd to my business account, when i made the deposit i was advised that because it was and international certified bank check it would take anywhere from 3-6 months for the money to be available. On XX/XX/XXXX i got tired of waiting and went to talk to the branch manager of Citizens bank located at XXXX XXXX XXXX XXXX RI XXXX. At that time we spoke with man by the name of XXXX XXXX. At that time i was told that the back had actually lost the check and did not have a clue as to where it was. My daughter and i spoke to this man and he told us that we would have the funds available by the end of the day or by the latest Tuesday the XXXX he just needed to speak to his boss and he would call us back by the end of the day. He did not call me back my daughter called at around XXXX to speak to XXXX XXXX he then told my daughter to give him the rest of the week to get what he needed to make the funds available to me. So, i waited until the end of that Friday XX/XX/XXXX and no call back. On Tuesday my daughter called to speak to XXXX XXXX and he was not available, so my daughter left a message for him to call us back. Only to get a phone call back with in a few minutes by two men that said that their name were XXXX and XXXX, they would not disclose their last name or their job titles. My daughter was then asked again what happened to the check she explained the same story again and they told her that I would have to get a replacement check. I cant afford to go back to XXXX where the certified check came from wait 7-10 business days for their police department to address the lost check then wait another 7-10 business days for the bank to do their check up to see if the check was indeed cashed or not. My mother passed in XXXX of XXXX which is why i was in XXXX. and to be safe instead of traveling with cash i opted for a certified bank check. Now Citizens bank wont own up to their mistake and want me to do all the work while they have me waiting for something that they lost. I need my money back i am not even asking for anything other than my money. My daughter went to the bank again on XX/XX/XXXX and after being ignored by XXXX XXXX for a good 30 minutes he walks back into the building to tell her that they close at XXXX and if she did not leave they would call the police on her. She did call the XXXX police department and they advised my daughter to place a complaint and try to speak with higher ups at citizens bank.
|
| 03/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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Received attached mailing from Citizens offering a financial bonus for setting up a new checking and savings account. Opened a checking account on XX/XX/XXXX. Made two direct deposits on XX/XX/XXXX in amount of {$500.00} & {$15000.00}.
Mailer says that accounts opened in XXXX that made the qualifying deposits would have {$300.00} bonus paid by XX/XX/XXXX. As of yet, this bonus has not been paid.
Below is the record of my conversation with Citizens : Tuesday, XX/XX/XXXX - Called at XXXX ; was offered a call back due to high volume wait times; left number for call back - Received call back at XXXX from XXXX. Explained that I had not received the {$300.00} bonus with the account I had opened in XXXX. I was asked where I got the code I informed them it was a mailer addressed to me with my name on it. Was asked to hold as they looked at account history and contacted promotion department. After a few minutes was informed that a case was going to be opened and sent over to the research department. Case # XXXX and it would take 3-5 business days.
Thursday XX/XX/XXXX - Received call at XXXX from XXXX that my case was reviewed and it was found that I did not qualify for the bonus since I had a previous account with Citizens back. That was all the information I was given.
- I reviewed my records to see if I had an account that would disqualify me. I could find no record of having an account.Called back at XXXX ; was offered a call back due to high volume wait times ; left number for call back - Received call back at XXXX ; I stated I was calling to get more information on the previous account that was under my name since I had no records of it. I was told that there were no other accounts under my name and she did not understand what I was referring to. Explained again the information I had just received from XXXX. She put me on hold and looked again. I was told there was a savings account opened XX/XX/XXXX and closed in XXXX. I asked for the account number and was told that information could not be given over the phone. She then asked me who was XXXX? I stated XXXX is my last name. She said the account on file was listed as XXXX XXXX. I said I was not XXXX XXXX. I was put on hold again and informed that the account was either a savings or business account opened XX/XX/XXXX and closed XX/XX/XXXX. I stated again I was XXXX not XXXX. I was told because of this account I was not eligible for the bonus. I stated I would take this another route by reaching out to consumer protection financial bureau.
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| 07/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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When I locked in a mortgage rate with our Loan Officer XXXX XXXX from Citizens Bank, we enrolled in the Rate Cap Protector Program, which states that we are able to do a 'float down " at no charge if rates come down before closing. Shortly thereafter, XXXX XXXX was fired from Citizens Bank, and our loan was transferred to a new Loan Officer, XXXX XXXX. He was not familiar with both the Rate Cap Protector Program, despite it being in our file, and did not recognize the contents therein. He also was unfamiliar with the specific loan vehicle, a physician loan, which made it cumbersome for him to check rates. XXXX XXXX refused to check rates on multiple occasions, in violation of our signed agreement with the previous Loan Officer, and ignored communication to honor the program and float down program. He refused to send things in writing despite repeatedly asking this. He also did not honor previous Loan Officer 's agreement to be able to but down the rate with additional points. All of this is in writing. The biggest complaint is refusing to check rates and communicate the rates with us despite repeated requests. XXXX XXXX provided false statements about his ability to honor the loan agreement and took misleading ( in ) action.
On the dates of XX/XX/XXXX and XXXX XXXX XXXX refused to check rates for us, in violation of the agreement. I also have proof that rates did indeed go lower, which we would have liked to have taken advantage of given the Rate Cap Protector ( float down ) program we signed, as evidenced by other lenders/banks pulling rates that were lower than our previously agreed upon rate ( and the same terms - 10 % down, physicians loan, etc ) - on the same days that we requested rates from Citizens. Citizens had actually always beaten both XXXX XXXX and XXXXwhenever I compared on the same day -- Citizens ' XXXX XXXX just did not check the rate when I asked in early XXXX. When compared to market rates and competitorrates as shown, from early XXXX, you can see that rates had improved from my original XXXX with additional points upwards of {$2000.00} ( again, compared to a lower rate, with a credit ) -- but he refused to new check rates in violation of the contract.
We were in contact with the Citizen 's Bank Chairman 's Office, who are now no longer returning our calls or emails, as we have requested the refund and return of the fee that we paid to Citizens Bank for this program that they were in violation of to the amount of {$1400.00} which was the payment made on XX/XX/23.
|
| 06/11/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
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Web |
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I open a complaint on XX/XX/XXXX one day the next day your office closed it out saying that this is a duplicate complaint it is not this complaint is in reply to their response Each time they keep lying to your office and keep pushing the dates back. Enclose you will see what they have been doing to me and cheating me for years. First of all in XXXX I refinance with this Company around XXXX} they gave be a credit line of {$100000.00} I took out XXXX and that was it This was a Home Equity loan than about five years ago they changed it to a mortgage.. Now after Ten years they have my balance the same amount. I never used all of the loan but if you look at the statement from last mouth you will see what I talking about for years I've paid in XXXX I paid XXXX dollars because they took my mortgage money and said that they paid my taxes. I put in a complaint then but they wrote to your office and was lying but the case was closed The next thing on going since XXXX I over paid them because I had used my second bank account in error once I found out what I did I paid them before the 15th of the month they cashed that check on that day and that's was the same day and date the cancel check came to me. It took months before they gave me credit for that month but then they tried to say I did not pay in XXXX. I had to show proof then for over a year up to this day they say I did not pay XX/XX/XXXX, Now they saying XXXX XXXX it was last and put everything behind. I'm enclosing bank statements from XX/XX/XXXX to XX/XX/XXXX your office have on file from XX/XX/XXXX up until XX/XX/XXXX. I have dealt with three Chairman of the Board Secretary since XXXX All of them lie but the worse is XXXX XXXX XXXX I told her that I no longer wanted to speak with her because from her mouth she said that she was not over anyone and they was all lateral to her. I told her that I wanted to speak with her supervisor, she then hung up on me. She called me a week later after I had called her and left a message on a Saturday about someone calling me back and her hanging up on me. When she did call she acted like nothing happen and said the phone must have lost signal. .I told her again I wanted to speak with her supervisor because she was a liar and I had no faith in her or her ability. She hung up I never received a call from her supervisor the next then I knew Calling CFPB that she wrote up a lie and the case was closed again. this is a big cover-up that will be reveal to the Nation and how this office treat minorities.
|
| 08/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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We refinanced our 2 mortgages into one at Citizens Bank in XX/XX/XXXX. Real estate and school/property taxes were to be paid through our escrow account. We have two parcels, one across the street with no building on it and our main parcel with our house on it.
On XX/XX/XXXX I received our XXXX real estate tax bill from XXXX XXXX XXXX. They were two separate bills. One in the amount of {$2600.00} ( with the house ) and the other {$500.00}. These were Face Value, not including the discount if paid by XX/XX/XXXX.
On XX/XX/XXXX I received a letter from XXXX requesting payment of the school real estate bill for our small parcel in the amount of {$550.00}. XXXX XX/XX/XXXX I called Citizens and spoke to XXXX. she told me to request that the bill be paid through escrow account. She said it would take 10 business days to go through.
On XXXX XXXX I got an Escrow Account Disclosure Statement saying I had a shortage in my escrow account in the amount of {$910.00}. I could either pay it in full or have it spread across my monthly payment in XXXX. I chose the latter.I assumed it had something to do with this bill that wasn't paid.
On XX/XX/XXXX a letter from XXXX XXXX XXXX XXXX XXXX was sent to me trying to collect the {$550.00}. I called Citizens and XXXX claimed they paid {$490.00} for that bill in XX/XX/XXXX, but it was refunded on XX/XX/XXXX. They were going to do a New Analysis on the Account and would have an answer in 10 business days. she said the main parcel with the house was paid $ XXXX turned out the check for {$490.00} was sent to the wrong taxing authority - XXXX XXXX XXXX and was returned.
On XXXX XXXX I got another letter from XXXX XXXX XXXX wanting to be paid the {$550.00}. A call to Citizen 's told me that amount was due to be paid XX/XX/XXXX. On XX/XX/XXXX another letter from the law office now wanted {$600.00}. XXXX from Citizens said it was paid XX/XX/XXXX and it would take 10 business days for them to see it in their system. XX/XX/XXXX - next letter from law office - fee up to {$770.00}. XX/XX/XXXX - new balance due $ XXXX XXXX XX/XX/XXXX I spoke to a supervisor at Citizens XXXX They would get this paid and cover the penalties and interest. On XX/XX/XXXX I received two emails from Citizens stating my real estate tax was paid- {$600.00} and my tax penalty was paid- {$470.00} all paid from my escrow account. So instead of me paying the original {$470.00} through my escrow account on time, I have paid {$1000.00}! I am now waiting for another Supervisor to call me back.
|
| 05/16/2018 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Other transaction problem
|
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Web |
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I went to my bank, Citizens Bank of Friday XX/XX/2018 at XXXX to send an international wire. The employee filled out the wire form and I specifically stated I wanted to wire {$4800.00} US. She completed the form and I left with a signed photocopy. The next morn ing, Saturday, I woke up and checked my accept and realized that over {$5100.00} was a withdrawn from my account and not the {$4800.00}. I immediately went to the bank and they said there was nothing that could be done until Monday. I went to the brach on Monday as soon as it opened and the person said there was nothing she could do so I said recall the wire. I called the recipient of the wire and he said he had not received anything. So I told the employee to immediately recall the wire ad refund me all the money that was removed from my account. The employee said she would and to come back in a few days. I checked my account the next day and still no refund. Went back to the bank and the employee saids she was working on it. I checked my account every day and kept going back to the branch for a period of two weeks. Finally, I noticed the branch had a new manager and I asked him to investigate. He produced to me his copy of the wire paperwork which has cross outs and changes and bore no resemblance to my copy. I also told the manager that the employee had been watching my account, refused me the wire fee and had refunded three overdraft fees I was charged because she sent too much money and made my account overdrawn. The manager said there was nothing he could do and my money was gone. I then called the main number for Citizens and spoke to someone in the wire department and sent them copies of my original paperwork and the bank 's altered forms. She called me back and said they contacted the employee and first branch manager and they said I orally told them to change the amount. This is a lie. I said to the person working in the wire department, if I told them to change the amount, how come there s no paperwork with my signature authorizing the change and why would these two people be refunding me fees since the overdraft would have been my fault and not theirs? It has now been over three weeks and I just called Citizens again. told them the recipient of the wire finally rec lived the money and is willing to return it but does not want to incur any fees. I told Citizens to get the money and pay me back my money as I do not want any fees either. Citizens told me they can not help. I am VERY UPSET. Can you help me please.
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| 10/25/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem when making payments
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Web |
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On XX/XX/XXXX, I upgraded my XXXX XXXX XXXX to the XXXX XXXX which would have closed my current loan with Citizens One for my XXXX and opened a new loan for the XXXX. When I received the product I decided that I did not want to upgrade and I wanted to wait until the newest phone came out so I returned the XXXX XXXX that I received and got confirmation that the phone had been fully returned and was received at their warehouse. I called Citizens One to let them know and they told me that it usually takes a few weeks for the loan to be cancelled and my current loan to be taken off of a " Hold Status '' and put back into normal payment status so I could continue to make the payments until the new phone came out. I checked back in at the end of XXXX and the loan was still on hold, I called both XXXX and Citizens one about this issue and they both said it could take up to 60 days for everything to go back to normal. I checked again in early XXXX and again saw the loan still on hold and no payments had been taken for my current loan for my XXXX XXXX XXXX that i still had. I called Citizens One again and they again told me it was an XXXX issue and that their back office hadn't sent them information to let them know that the phone had been returned and my current loan to be resumed. However, the loan that was opened for the XXXX was CLOSED and showed the refund to XXXX so I asked why this wasn't good enough to show that the phone had been returned and no one could answer my questions. I conference called Citizens One with an XXXX support specialist and the billing specialist that we were speaking to at Citizen 's One was rude and could not give us any information as to how XXXX normally goes about correcting this information and she said that we would have to figure it out on our own because it was not her job to fix XXXX XXXX mistakes. This has been going on for almost 5 full months and I am very frustrated as NO ONE from either XXXX or Citizens One can help me figure out how to correct this issue. I am filing this complaint because they are withholding my ability to make payments on the current loan I hold because of their back office communication problems. The attached documents show that the new XXXX loan number on the original invoice from my purchase is no longer open - as it has been paid off ( because the phone was returned ). There is the confirmation of receipt of return and a screenshot of my Citizens One online account showing my loan is STILL in " Hold '' Status.
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| 10/23/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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On XX/XX/2022 i visited XXXX XXXX! XXXX. I attempted to use their cash advance machine ( XXXX ) as i've done so many times these past months. On this date however, i was unsucessful in completing a transaction because that particular function was down ( as told to me by the employees at the cash booth ). They suggested that i try again later that afternoon which i did -- and several times at that. I still could not complete the transaction on any of the machines i've tried. I kept getting a message saying something to the effect of 'unable to complete transaction go see cashier '.
A short while later i went home. I decided to check my bank account and found that the amount i tried to get along with the service fee was withdrawn without my authorization. The cash advance machines did not give me an approval message and receipt to take to the cashier booth to process and receive the requested amount ( {$4000.00} + {$160.00} service fee ). At their suggestion, I filed a fraud claim with my bank that same day which has since been denied twice. I stll have not received the documents that i've requested that brought them to this conclusion. I've recently filed both a debit dispute and merchants dispute with the bank - again, at their suggestion but i haven't heard from them yet. Since the incident i have been keeping communications with the casino and the company that provides their cash advance machines XXXX XXXX to sort this out and retreive my funds. The XXXX XXXX referenced the transaction attempts, both date and times and gave their findings to XXXX whom led me to believe for the past few weeks that they would put the money back into my account but only with the assistance of my bank. The bank however, doesn't want to deal with merchants. Recently ( XX/XX/2022 ), XXXX now says to me that all of my attempts on their machines were blocked by my bank and yet, the withdrawal was made. On XX/XX/2022 I received another letter from the bank stating that an additional review of the 'original claim ' of fraud did not occur even though I have changed the nature of my claim. They also claimed to have called me by phone again unsuccessfully - my caller id reveals no such attempts at all. I am always near a phone and do not subscribe to voice mail. It truly feels as if all parties involved are avoiding responsibilty. It's been almost XXXX weeks now and other than hiring a lawyer I am running out of options. This has been affecting my health and my work. Please, someone help me.
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| 09/07/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Problem accessing account
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Web |
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I am writing to file a formal complaint against Citizens Financial Bank regarding their lack of response and action in addressing a grave incident involving the unauthorized withdrawal of funds from my bank account via XXXX XXXX XXXX. An amount of {$11000.00} has been unlawfully transferred from my account without my consent, and the bank has shown no willingness to address this severe offense.
On XX/XX/XXXX, I found the unauthorized activity on my bank account and immediately dialed XXXX to report the matter to the bank 's Customer Support Team representative XXXX. During the call, the representative requested relevant information and assured me that a response would be provided by email within 10 days. However, it has now been 17 days since my initial contact, and I have yet to receive any communication or email from the bank regarding the status of my case.
In an attempt to seek clarification and progress on my case, I made another call to the bank on XX/XX/XXXX. To my astonishment, I was informed that there was no record of my case, and the representative abruptly disconnected the call without offering any assistance. It is deeply distressing to encounter such unresponsiveness and disregard for my case, especially considering the seriousness of the matter.
As a concerned consumer, I believe it is imperative to bring this issue to your attention and request your intervention in ensuring that Citizens Financial Bank fulfills its responsibility to address this fraudulent activity promptly and appropriately. The unauthorized withdrawal of funds from my account has caused significant financial hardship, and the bank 's lack of response and action has further exacerbated the distress I am experiencing.
I kindly request the Consumer Financial Protection Bureau to investigate this matter thoroughly and hold Citizens Financial Bank accountable for its failure to address this issue promptly. I seek your assistance in ensuring that the bank provides a comprehensive resolution, including the recovery of the funds that were illegally taken from my account.
I trust that the Consumer Financial Protection Bureau will take this complaint seriously and initiate appropriate measures to address this issue. I kindly request regular updates on the progress of the investigation and a prompt resolution to rectify the financial losses I have incurred.
Thank you for your attention to this matter. I look forward to your prompt response and the resolution of this complaint.
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| 10/28/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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The whole crux of the matter is this : I was charged fees for something that should not have incurred fees. I believe in being responsible for my actions, but it goes both ways. The bank is to be held responsible as well. I was " tricked '' into thinking that my payment was made, when the bank actually had n't.
On XXXX,XX/XX/XXXX, I deposited {$27.00} in cash into my checking account via ATM. I setup up my credit card payment ( XXXX XXXX ) to be paid the following day. It is understood that these payments take a few days to process.
On XXXX morning (XX/XX/XXXX), I logged into my account and noticed the fee had not been taken out yet. On XXXX afternoon, I logged in, and noticed that the {$27.00} WAS NOT IN MY ACCOUNT ANY LONGER.
At this point, I proceed to make a few small overdrafts at or under {$5.00} using my debit card, as is allowed per my overdraft choices.
On the afternoon of XXXX,XX/XX/XXXX, I went to the ATM to deposit {$14.00}, the amount needed to bring my account over zero within the time allowed. When I looked at my receipt, I saw to my amazement that a XXXX overdraft fee was charged on XXXX for my payment!
I deposited the money. I setup the payment. The payment was removed. How could I be charged a fee?
On the late afternoon of XXXX, XXXX XXXX, I put a message into the bank 's secure message center online. On XXXX,XX/XX/XXXX, I logged in to see that not only had they not responded to my message yet, but ANOTHER FEE WAS ADDED. This {$30.00} fee is for an extended overdraft situation.
I sent an additional message about this fee. They refused to respond, for whatever reason.
I finally called in on XXXX, XX/XX/XXXX. I spoke to a customer service representative who listened to my situation, which was an abbreviated version of the first five paragraphs above. She finally agreed to remove the first fee. I protested, because the fees were related. But for the fact I was charged the first fee, I would not have had the second fee tacked on later. I asked to be put through to speak to someone higher up.
The supervisor/manager was very knowledgeable and professional, and made an extremely detailed explanation of the posting order of transactions. I re-explained my situation. She finally said that they only do one courtesy fee removal a year. I responded that I see both fees as bank errors, and not courtesies. I even counter-offered with them removing one as a bank error, and the other as a courtesy. She declined on behalf of Citizen 's Bank.
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| 10/06/2023 |
Yes |
- Vehicle loan or lease
- Loan
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- Problem with a company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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To Whom It May Concern : Im writing this letter to express my gratitude as a customer of Citizens Bank, and as a follow-up to my letter dated XX/XX/XXXX regarding my auto loan account. As requested, the first letter was sent via snail mail. In the letter, I requested that an item posted to my credit report be reversed as a one-time courtesy. I have not received any confirmation of its receipt, an indication that the letter 's contents are being investigated, or a notice of resolution outlining any next steps.
I want to reiterate my request for a one-time courtesy forgiveness of a 30-day late payment reported to the credit bureaus in XX/XX/XXXX. This was the only time that an adverse report was issued since I have been a customer of Citizens Bank, and it has had a notably detrimental impact on my credit score, reducing it by XXXX points. In addition, this late payment has affected my ability to access credit, obtain lower interest rates, and qualify for mortgage and car refinancing.
On XX/XX/XXXX, due to financial hardship, I made a partial payment of {$120.00}. This was done to support my parents with bills, which unfortunately meant that XXXX was a month where no payment could be made. On XX/XX/XXXX, I experienced further financial difficulty when my car caught a flat tire and the battery died. Due to the provisions of my insurance policy, I would have to reach a {$1000.00} deductible before financial assistance could be had. To this end, I had to purchase new tires and pay for the towing of my car. I have included a XXXX XXXX receipt and text messages that show communication with the towing company XXXX XXXX XXXX and XXXX XXXX ) on that day. I have also included the receipt from XXXX XXXX.
Despite this, I had previously maintained a record of on-time payments. To make up for the other partial payments, I made three payments in XXXX : XX/XX/XXXX for {$260.00} ; XX/XX/XXXX for {$260.00} ; and XX/XX/XXXX for {$260.00}, bringing my account to current.
I understand my financial duties, and if it were not for the costs associated with towing and new tire installation, I would have maintained an outstanding repayment history. Regretfully, I made a misstep in falling behind. This does not demonstrate my creditworthiness and commitment to paying my debts. It would be greatly appreciated if you could afford me another opportunity and make a goodwill adjustment to erase the late payment.
I appreciate your consideration, and I hope you will grant my request.
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| 02/28/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
Older American |
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Problem is with Citizen 's Bank Customer Care and Care Policies in Cases of Bank Error.
Call to bank [ Citizen 's Bank ] to correct problem : XXXX XXXX ( or XXXX ) XXXX ( Not the first time this has happened ).
PROBLEM : I decided to use the " Bill Pay '' option at this bank, the service is called XXXX. I set this up back in early XXXX. The person who was setup to receive a Bill Pay Check did not get the check which the service said was delivered XXXX XXXX XXXX Another check was sent in early XXXX and was verified by the bank as a completed transaction. The Payee did not actually receive either check. The checks were lost in the mail.
I called support to resolve the situation and to put Stop Payments on both checks. Currently I was able to do so for the XXXX XXXX XXXX check.
Support at Citizen 's Bank National Number is essentially non-existent. All of this happened to me a few years before though I forgot about that at the time. XXXX was the actual bank denying service to me on account of this conditions.
The bank ( National Support Phone Center Number ) - Citizen 's Bank, did put the stop payment in place and charged me {$32.00}. I tried to have the charge removed explaining this was a bank error but the support rep disagreed and said that was not possible. I asked to speak with a supervisor. Instead of being transferred the tech stayed quite on the phone - tried explaining again what their policy is despite it being a bank error. Bear in mind their records indicated the checks had been successfully delivered.
I called back after getting nowhere with this tech and the next tech treated me the same way.
I ended up calling the branch office where I opened my checking account and the teller ( XXXX ) was able to credit my account.
I never did get a chance to put a Stop Payment on the XXXX check. There is a dispute about whether or not I should have been charged a fee that the teller was going to look into.
The other problem, again I asked to speak with a supervisor and was ignored is that a Stop Payment of this type shows up like a " Bad Check '' to other banks like XXXX. This NOTICE by default remains on a client 's account for 6 months during which times other banks ( like XXXX ) will refuse to be of service.
There was no solution or policy in place for a banking error such as this complaint asserts. This is why I haven't put a stop payment on the XXXX check, both for the fee they charge and the dispute about the 6 month condition.
S
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| 03/03/2017 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
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- Account opening, closing, or management
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Web |
Older American |
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In XXXX XXXX, I was asked by a Citizens Bank Investment Counselor XXXX XXXX XXXX XXXX to take my IRA Account of {$93000.00} and invest my retirement funds with Citizen Investment Services and was orally quoted that my retirement account would yield ( at least ) 8 % OR greater but no less than 8 percent annually. The income would then be posted on the XXXX anniversary date of the investment. I became worried and very upset upon getting monthly statements from this new investment put forth by XXXX XXXX XXXX. In fact, my $ XXXX investment within months showed a decrease in excess of {$4000.00}. I became so upset when receiving statement after statement with a huge loss of my retirement funds, I made several phone calls and e-mails to XXXX XXXX who explained that when ( in XXXX XXXX ) the posting of my first anniversary dividend ... that I would see a huge dividend and increase to my investment. I really thought XXXX XXXX was being honest with me, however, I soon learned that he lied to me about the return on my investment and too, that an investment friend whom I later became associated with told me about FINRA, an organization that keeps track of investment brokers, etc. Much to my surprise, XXXX XXXX had a complaint lodged against him for which he was found responsible for and too made to make restitution of {$9100.00}. I did file a complaint with XXXX XXXX 's parent company located in Massachusetts, however, they too, replied to me with bold face lies as to the scenario of events and too, what XXXX XXXX told me. In fact, to prove my point, XXXX XXXX, probably through a mistake copied my entire file he had on me, sent to to an investment broker and included a brochure which stated that the investment could yield better than 8 % or better. This proved that I did not just make up the percentage return on my IRA investment nor that I fabricated anything. I just received my XXXX XXXX Statement and AFTER SIX YEARS, my principal balance increased ONLY {$10.00}. Citizens Investment Services USED my {$93000.00} and probably earned 30 % or better. This is morally, ethically and criminal. Lastly, I did find out that the Security and Exchange Commission has repeatedly fined the Citizens Group of wrongful acts among its many spin-off subsidiaries. I NEED YOUR HELP to get my investment back together with the dividend income promised me, since inception. I am enclosing several documents and can give you the name of someone who has additional information in this matter.
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| 01/19/2019 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Funds not received from closed account
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Web |
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On XX/XX/XXXX, three checks were written from my account in the amount of {$600.00}, {$600.00}, and {$600.00}. The check numbers were XXXX, XXXX, and XXXX. On XX/XX/XXXX, two more checks were written from my account in the amount of {$800.00} each. These were checks XXXX and XXXX. All of these checks were not mine and were fraud. I filed a claim with Citizens Bank ( the bank which the account was hacked from ) on XX/XX/XXXX. The claim number is XXXX. Also on XX/XX/XXXX, I tried closing my checking account with the XXXX OH Citizens Bank branch. The bank tellers told me my account would be closed and that all attempts to take money out of this account would be put on hold. However, on XX/XX/XXXX, check XXXX was written in the amount of {$350.00}. On XX/XX/XXXX, checks XXXX for {$600.00}, XXXX for {$580.00}, and XXXX for {$520.00} were written. None of these checks were mine and whoever wrote them, spelled my name wrong on the signature line. I filed another claim with Citizens bank and that claim number is XXXX. I was told by multiple members of the claims department that an affidavit would be mailed to me and that I was to sign it and send it back to the claims department. However, the affidavit never came. I called the claims department on XX/XX/XXXX to have the affidavit resent to me and the woman I spoke to said she would have to email her boss to see if they can send another affidavit. She told me to call back Monday XX/XX/XXXX if the affidavit didn't arrive. The affidavit never showed up in the mail again. I called the claims department again on XX/XX/XXXX to ask for the affidavit to be sent out once again. This time the woman I spoke to said she would mail it out and that as soon as I get it, to have it notarized in the XXXX OH Citizens Bank branch and then fax it to XXXX. This affidavit still hasn't come in the mail yet.
I also have been charged multiple overdraft fees from my account due to these checks. I was told by XXXX of the XXXX OH branch that all of these overdraft charges would be refunded. On XX/XX/XXXX, {$1600.00} was taken from my savings account and transferred to my closed checking account to cover the overdraft fee. This transfer happened without my permission and I do not know who did this. On XX/XX/XXXX, I called the XXXX OH Citizens Bank branch and they did not know why this would have happened.
I also have a paycheck that is still in my closed account that I can not transfer to my new account due to the fraudulent overdraft.
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| 09/03/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
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Web |
Older American, Servicemember |
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By far, Citizens is the most grossly incompetent bank I have ever dealt with. The repeated misinformation I was given by their employees will end up causing me to forfeit a bonus I should have received with a different bank. I CLOSED this account on the phone with customer service with a XXXX balance in XXXX. I was very clear that I did not, under any circumstances, want a direct deposit ( or any other activity ) to take place after closure. I was assured by the customer service rep on the phone, and by her manager whom she connected with, that a " block '' had been placed on my account so nothing would go through. I called back on XX/XX/XXXX, and was again assured that normally Social Security deposits that come through on closed accounts are returned. Today, I found my errant Social Security deposit was indeed back in Citizens with the account reopened. I called, and for once did not encounter their usual 10- or 15-minute wait on hold, but was instead repeatedly disconnected. When I finally was transferred to a supervisor, she told me the first information was erroneous -- that, after again XXXX out my account, I would have to call to request a manager send a notice to a branch to finalize closing the account. Upon calling back to speak to a manager about following the procedure that had been described to me, I was told for a THIRD time that there was yet a different procedure. Now I'm told that I must personally send a letter to the branch office asking to close the account permanently -- they will not send the notice for me. Granted partial responsibility goes to Social Security for their failure to update my information ( despite repeated contact with them ). But all I needed to not suffer a financial loss was for Citizens Bank 's employees to actually know how their bank operates, and give me correct information so the deposit could be rejected and redirected to the correct bank. It is ridiculous that no two employees can provide the same information. At this point, I have no idea if the latest information is even correct -- why should I trust it to be accurate now, when apparently it hasn't ever been before? Let me add that the above is not the ONLY issue I encountered in my brief 3-month involvement. Other failures of communication, and misinformation, led to a domino effect that has proven ridiculously costly, both in time, money, and aggravation. My advice to potential customers : avoid this institution like the plague it has been for me.
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| 11/20/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In XXXX of 2019 XXXX XXXX XX/XX/XXXX apparently sold my account to CitizensOne Home Loans. I was not given forwarning of this transaction. I was notified after the " sale '' had been completed. I " attempted '' to make my regularly scheduled payment. Apparently the payment was not processed properly. Almost immediately I began to receive written and phone notifications that I was delinquent on my account. I made several attempts to make phone contact with CitizensOne only to be placed.on automated holdnfor up to 30 minutes before terminated each call.
I made attempts to make payment through the web application portal the company claims to provide only to be notified that while I am in default or delinquent I may not use this portal. This to me is refusal of payment. During a phone call that was actually answered I was informed I had to give financial information over the phone in order to clear up the issue. This is not only an unsafe practice but no reputable company makes this demand. On XX/XX/2019 I was able to make contact by phone. I spoke with a company employee named XXXX. XXXX advised that I could ignore the written threats of foreclosure I had received as they were not serious in nature. I advised XXXX that I take the written threats seriously and was actively seeking legal counsel. I advised XXXX that I would be more than willing to make larger monthly payments until this issue could be rectified. This proposal was rejected. I was advised to make a payment of the alleged arrears in full. Again I was advised that I needed to do so by giving financial information over the phone. XXXX advised that the issue of the unprocessed payment in XXXX was not something that could be rectified other than for me to make the account current by payment in full. I made the regularity scheduled XXXX payment by cashier 's check mailed to the processing center via the payment stub provided by CitizensOne. XXXX advised that this was a bad idea.
On XX/XX/2019 I made a payment to bring the account into " Compliance '' through the web application portal. On XX/XX/XXXX I received a packet in the mail with information for debtors in default. I also recieved another letter advising I am in default and threatening foreclosure.
I find the actions of CitizensOne questionable at best and suspect that one or more of their business practices could constitute fraud. I would request this agency to begin an audit into the business practices of CitizensOne Home Loans.
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| 12/20/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
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Web |
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Hello XXXX XXXX XXXX, I had previouslyu written you a letter and sent it to you on XXXX XXXX, 2016 regarding my deceased mother in laws ' estate and her relationship with Citizens Bank in XXXX Rhode Island. My husband XXXX is XXXX XXXX 's stepson ( deceased in XXXX 2016 ).
My husband XXXX XXXX was named Temporary Custodian for the Estate of XXXX and the Probate Court in XXXX Rhode Island where this case is still open.
When my husband requested information regarding the accounts of XXXX XXXX in XXXX 2016 he was told that XXXX did not have a safe deposit box at the bank. He asked the bank manager named XXXX on several occasions and the answer was always " No ''.
On XXXX XXXX, 2016 we received a bill in the mail for the safe deposit box account for XXXX. This was the account that Citizens Bank told us never existed.
Furthermore, on XXXX XXXX, 2016, XXXX and I visited Citizens Bank XXXX branch. We spoke to another manager named XXXX who told us he had to check with the legal department before granting us the contents of the safe deposit box.
On XXXX XXXX, when speaking again with XXXX, a manager at Citizens, we were told that the contents of the safe deposit box were taken by a person named XXXX XXXX. XXXX XXXX we have learned through much research, has hijacked all of XXXX 's Citizens bank and brokerage accounts which were very substantial. This also includes many annunity transactions all done through Citizens Bank.
XXXX XXXX was illegally granted the contents of the safe deposit box. Citizens Bank told her to return the contents to the bank and then my husband and I were allowed to pick up whatever she " decided '' to return.
The fact that someone with no legal documents was allowed to gain access to the safe deposit box is appalling. The fact is your bank lied to us and kept the information regarding the safe deposit box part of a cover up.
It is with great regret that I must inform again of this error that Citizens Bank has done. The returned safe deposit box contents had several missing documents, CD '' s and the Will with our names on it, missing. Not to mention the jewelry and irreplaceable documents we will never find.
I find your bank to be irresponsible and determined to cover this matter up. I would like to hear back from you as soon as possible to settle these shameful acts on the part of Citizens Bank. I am going to pursue this matter until I make Citizens Bank pay for what they have done.
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| 05/02/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan modification,collection,foreclosure
|
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Web |
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My husband and I had a mortgage loan with XXXX and a XXXX mortgage with CCO Mortgage. We were in our home ten years and was never late on a payment, not once. I was laid off my job of 21 years and asked over an over again to refinance. I was told no by XXXX. During this time the payment went up over XXXX dollars because of the type of loan. That is one of the reasons we wanted to refinance the loan before this happened. We were also told you have never missed a payment so they are not going to help you refinance. We used all of our savings to keep things current. We tried next to do a modification and was told the same thing. Once they realized we were going ahead with the modification the loan was sold to XXXX, than the problems really began. I started back working at half the salary so it was hard catching up. While processing the modification XXXX continued to say they either did not receive documents or they needed them again. This happed every time we would send the documentation, they would say it was received to turn around and say they did not have it. This went on for over a year before they finally said no to the modification. We decided to do a short sell on the home. We have had XXXX offers. One was XXXX XXXX short of what they wanted so they said no. The second was a cash offer for more than what they asked. CCO would not agree to the short sale and kept things in limbo, meanwhile they stated they did not care if we foreclosed on the home or filed bankruptcy. The couple buying the home needed to close soon because she had XXXX. CCO would not agree with any option that was put out there so the couple found another home. The next day CCO called and said they would agree after we made a complaint but it was to late. A week later we received a third offer for over the amount asked. The persons buying the home ask if they can close as soon as possible ( within 45 days ) because they are closing on their home. Now XXXX continues to drag and now decided they want more money. How can you keep doing this. It is as if they do n't want to really sell the home. This has gone on now for a year and a half and is affecting my health. They have not returned my calls and know that the family wants to close soon. I am not sure what to do next. We had excellent credit and always say our bills. We would like to sell the home so that we can move on. We do not want it to go the house to go into foreclosure. I will be looking for a lawyer tomorrow.
|
| 12/06/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
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On XX/XX/22, my husband noticed that over {$2000.00} was debited from our checking account at Citizens Bank. We immediately called the bank and were told it was fraud associated with my husbands bank card. We were told they were cancelling his card and reissuing a new card. We were told the money would be credited back very quickly. For the next week, we called the customer service EVERY day multiple times following up. We were constantly being told different stories every time. Then we were told they had to find video footage and investigate before they would determine if we would be reimbursed. This caused extreme financial hardship on our family, as our entire account had been wiped out, with the exception of {$60.00}. After a whole week of contacting them, we got a phone call from their collections department, telling us that they debited our account for delinquency on paying our HELOC loan. We are enrolled in autopay, and could not understand why they did this. They then told us they couldnt debit the last two payments due to insufficient funds. My husband pulled up our account on both of the dates she gave us, and there was more than adequate funds to cover it, which he told the customer service rep. She then had him hold and came back on and was nasty telling him that they can not/ will not refund us the money they took. She then gave us the last 4 digits of an account and accused us of changing our account and thats why there were insufficient funds. My husband said that that was not our account, nor has it ever been an account of ours. We have had the same account since we opened with the bank. After holding again for quite some time, she came back on with a different tone and admitted that they had a system migration a few months ago, and our account was entered incorrectly. And that the error was on their end. She said the money would be refunded in 48 hours. We finally got our money back yesterday ; this has caused extreme emotional stress, as well as financial hardship. This could have been avoided with adequate communication amongst their departments. We are extremely upset about how this was handled. We have children to feed, and a house to care for. They left us with {$60.00} for a week and a half. If we had not called EVERY day and relentlessly pushed the issue, we still would not have answers, and NOT have gotten our funds returned to us. It is absolutely horrible customer service and a terrible way to treat customers.
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| 08/01/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XXXX XXXX reached out to me via email informing me that he works for Citizen bank mortgage and would offer competitive rate. After several back and forth regarding the mortgage rates, I decided to go with XXXX XXXX ( Citizen Bank ) as my mortgage lender since they were offering me 3.875 % for 7 years and after that variable interest rate ( per market rates at that time ) ie 7 year ARM at XXXX points. I had similar offers from other lenders. However, I decided to go forward with XXXX as he promised a quicker closing time. The initial closing was planned for XXXX XX/XX/2022. Prior to that I received closing documents from Citizen bank which mentioned the interest rate of 3.875 % for 7 year ARM ; however costing me XXXX points which were worth XXXX USD. I brought it to XXXX 's notice and he said that I should not worry as it was a mistake. He will make sure that these points are taken off prior to closing. I had driven to XXXX NY from XXXX MA ( my residence at that time ) the day prior to closing to make the final walk through the house. However, I was informed by my lawyer that the bank cancelled the closing ( scheduled for XXXX XX/XX/2022 ) as they did not want to take off the XXXX points.
After multiple attempts the bank finally gave me new closing date of XXXX XX/XX/2022. Since the cancellation of the closing, XXXX stopped answering my calls. I, after getting in contact with his supervisor, was able to get in touch with him and he again said that he will try to take off the points.
As my lease in XXXX was coming to end me, my wife, my then XXXX daughter, my parents and my dog drove from XXXX MA to XXXX NY on XXXX XX/XX/2022. We had to rent out XXXX for XXXX and XXXX XX/XX/2022. I did not receive closing numbers till in the office of the lawyer around XXXX XXXX at the time of closing. The XXXX points worth XXXX usd was still on my mortgage and I did not have time to go through numbers before to refute. As me and all my above family desperately needed a place to stay ( and XXXX was expensive-receipt attached ), I felt compelled to sign the papers.
Now that I have settled in and I feel that XXXX and Citizen bank made a false promise to get my business. I feel that I deserve back the XXXX USD I paid for those XXXX points which initially they had promised they will not apply on my loan. In addition, I would like Citizen bank to reimburse my XXXX charges ( XXXXXXXX XXXX ) which were incurred due to cancellation of closing the XXXX time.
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| 01/19/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
Older American |
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On XX/XX/XXXX at XXXX I received a text message from Cittizens One Credit regarding a Fraud Alert for my credit card asking me if I had attempted to charge XXXX at XXXX. I responded no and received a phone call from Card Security within 5 minutes informing me that multiple charges were made on my account that prompted a fraud alert. I had not used the card for any of the charges on that date. Some of the charges were on the internet and others were in XXXX. Florida. As I told Security I was in XXXX XXXX, North Carolina where I had been since the end of XXXX. Security stated that they would close the account and send a new card. I requested that it be sent to my North Carolina address in addition to an affidavit regarding the fraudulent charges. I received a new card that had been forwarded from my Florida address in about 3weeks. I did not receive any other documents and called security several times and was told that an investigator would contact me. On XX/XX/XXXX I received a letter that the investigation was complete and that I was responsible for XXXX XXXX charges. I called the number on the letter and it kept dropping my call. I used the main number to contact security who informed me that no one was at that number and they could not directly contact an investigator and had to forward a message. I asked how they could conduct an investigation without speaking to me and was told that a POS was used on the charges in Florida. I said I have the card in my possession in North Carolina. Security said they would leave a message for an investigator to call me in their system. To this day I have never received a call. I sent a written dispute of charges on11/30/20. On XX/XX/XXXX I received a letter that I was responsible for {$8100.00} by XX/XX/XXXX because the card was present and inserted in a POS. They suggested that I contact the merchant in Florida. As I have previously stated I was in North Carolina from the end of XXXX until the beginning of XXXX. The card that was delivered to me never left my possession. I have included copies of credit card statements with charges I made in North Carolina on XX/XX/XXXX in XXXX, North Carolina and XXXX XXXX, North Carolina at several businesses. Please help me resolve this distressing situation. I have always paid my bills and would never charge this amount on my card. I have no need for auto parts as I drive a new car. I have an excellent credit score and would never make a fraudulent charge.
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| 05/29/2018 |
Yes |
- Debt collection
- Private student loan debt
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- Written notification about debt
- Didn't receive notice of right to dispute
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Web |
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Good afternoon! I am writing today regarding Citizen 's Bank. I had a personal student loan that I took out sometime prior to XX/XX/XXXX. In XX/XX/XXXX, my husband and I fell on hard times and filed bankruptcy. After the discharge, all of my student loans contacted me and made arrangements for payment. I have been paying on these student loans faithfully for over 6 years. I had many loans, and I lost track of which investors were to be paid. The only company that never contacted me, ever, was Citizen 's Bank. I was not even aware that I owed them any money. In the past 6 years, not once did I receive a notice of payment in the mail, in an Email, or a phone call. I have had a personal account with them for many many years. Last Friday, XX/XX/XXXX, Citizen 's Bank went and took every penny that I had in my account. I am now in the rears with them due to bill paying online, and have several checks that are going to bounce. I understand that they have a right to do this and what occurred was completely legal. I first thought it was a fraudulent removal by someone who may have copied my debit card. When I called the bank, I was informed that the money was taken to partially cover a prior debt with them from years ago. I explained that I have checks out in the mail to pay my utilities and other such bills. I also explained that I have no money left to feed my daughters. I informed them that I was never notified of the debt, or I would have made arrangements. I also informed them that if they placed some of the money back in the account, I was 100 % willing to cooperate and start a payment plan as I have with all of my other student debt. They were unwilling to assist. At this point, I am not sure how I am going to afford gas for my drive to work. They disregarded anything I said and were not helpful at all. Like I said above, I understand that they had a right to do this, but to be so unwilling to work with someone, and to have not provided at least some form of contact for payment in the last six years is in my mind immoral, unethical, and cruel. I don't know if you can be of any assistance or not, but they really put me and my family in a terrible position and I am not sure what I am going to do. We live paycheck to paycheck, and my husband is on unemployment at this time. Taking {$1700.00} is enough to put us in a predicament that we may not be able to dig out of. Thank you so much for taking the time to hear my voice. I appreciate it.
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| 06/08/2020 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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On XX/XX/XXXX, I opened One Deposit Checking and One Deposit Savings accounts with Citizens Bank online using a link for a promotional offer on their page.
I completed all requirements necessary to receive the promotional bonus promised per the terms and fine print, and did not receive the bonus in the promised time frame.
Upon opening the account I called and spoke with a customer service representative who confirmed for me that the promotion was indeed attached to my new checking account.
The terms of the promotion were as follows, copied directly from the offer page which is also attached to this complaint : " To earn a {$300.00} bonus, open your first new personal checking account, excluding Student Checking, 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 account within 60 days of account opening.
To earn a {$200.00} bonus, open your first new personal checking account ( excluding Student Checking ) AND open your first new personal savings account on the same date between XX/XX/XXXX and XX/XX/XXXX with a minimum of {$15000.00} not on deposit with Citizens Bank that remains on deposit until date stated in the table below. To earn the additional {$100.00} bonus, you must qualify for both the {$300.00} and {$200.00} bonuses noted above. '' On XX/XX/XXXX, well within the 60 day eligibility period, I received a direct deposit to my account of {$510.00}. In my Citizens One Online Banking Portal, this was indeed confirmed as a " Direct Deposit. '' I have attached a screenshot of my online banking portal.
According to the offer page, as somebody who opened my account in XX/XX/XXXX and completed my direct deposit requirement within 60 days, I was guaranteed to have received a {$300.00} " Balance Builder Bonus '' before XX/XX/XXXX.
In mid-XX/XX/XXXX I called and spoke to a customer service representative who confirmed to me that I had completed the requirements and I would definitively be receiving the bonus before XX/XX/XXXX.
On XX/XX/XXXX I called and spoke to a customer service representative named XXXX XXXX who confirmed to me that I had completed the requirements and I should have received my bonus. Ms. XXXX opened an investigation into the matter under case number XXXX, and promised me that somebody would be reaching out to me ASAP.
It is now XX/XX/XXXX and I have received no communication, and have not yet received any bonus.
Thank you.
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| 04/11/2023 |
Yes |
- Checking or savings account
- Savings account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I received a {$600.00} offer in the mail if I opened a new checking and savings account with Citizens Bank. The savings account offer was worth {$300.00} if I made one {$200.00} deposit each month for the next 3 months. When I signed up for the account on XX/XX/XXXX I was told I could make the {$200.00} deposit online when I got home, and that would count as the first of three deposits. I did this and then subsequently made the other deposits in XXXX and XX/XX/XXXX. I did not receive my savings account bonus for a few months and had already received my checking account bonus. I went into the branch multiple times and each time they said it would come the next month. In XXXX, after a few months of stating I was no longer interested in waiting, I filed a complain in-person in the branch stating that I never got my savings account bonus. I was told I would receive an update on the complaint in XXXX weeks. At the end of XXXX, I came into the branch asking for an update on the complaint. I was informed the bank had called me and told me the resolution. I never received a call or letter addressing the complaint. Additionally, the bankers told me they did not have details about the complaint other than that the bonus was properly denied. I asked them to escalate the complaint, at which point they did. In XX/XX/XXXX I received a letter from the Office of the Chairman stating my savings account bonus was declined since I only made 1 deposit in XXXX. This is untrue as XXXX {$200.00} deposits were made and are reflected in my account statements. I was informed through the letter that the first {$200.00} deposit must be made the month after the account was opened, which was contradictory to the information I received when opening the account. I only opened my account because of the bonuses. When I tried to contact the phone number listed on the 2nd complaint 's letter, I never heard a response. I called around 12 times between XX/XX/XXXX when I received the letter until today, XX/XX/XXXX. I left multiple voice messages with my name and contact number but never heard back. Today, I called the bank at their XXXX number and was told they could not do anything to assist me.
I believe I was misled and deceived when opening my account and believe my complaints were not handled properly as the first I never heard the resolution until I went into the branch and the second I was unable to contact the bank for further questions at the number provided.
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| 05/22/2023 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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( 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.
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| 01/11/2018 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Confusing or misleading advertising
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Web |
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XX/XX/XXXX, I submitted an application to refinance my loan with Citizens Bank. This was based on the offer received via post office mail of a fixed rate loan along with a {$1000.00} XXXX gift card upon approval. When I applied for the loan I did not see the promotion on the web site so I contacted Citizens Bank, email and phone, at which point I was assured it would n't be a problem and they could honor this offer because it was still active. This occurred on XX/XX/XXXX. I contacted Citizens Bank again XX/XX/XXXX with a concern about their website and document submission, I reiterated my interest in the gift card and was told it would be handled upon approval. After waiting until XX/XX/XXXX with no contact with Citizens Bank, I was notified I was approved for a loan. This part created the reason for my complaint.
Firstly, I was told because I did not submit a promotion code when I first applied in XX/XX/XXXX, I was not eligible to get the gift card they assured me I would get upon approval. They told me I needed to apply again for a separate loan altogether to be eligible for that offer. Plus, if I waited 5 days to do the new application they would have to do another hard check on my credit to see if I qualified for that second loan.
Secondly, when I was navigating their online application, they attempted to steer me into opening a direct deposit checking account. In order to proceed through the application you either had to apply for the checking account or call for technical support to guide you decline their offer. This is what prompted me to contact citizens bank on XX/XX/XXXX.
My XX/XX/XXXX phone call was a basic run around. I spoke with 2 representatives that told me that I would n't be given the gift card unless I started over. When I balked at the additional account they told me that when I look at my application again I would be allowed to proceed pass their checking account offer without a problem. After my conversation with them I felt uncomfortable doing business with this company and told them to remove my application from consideration.
I was obviously left dissatisfied with their service. My concern is that they hooked me into applying with an offer they later refused to honor. Plus, when I thought I was as the final steps of taking their loan, they tried to steer me into applying for an account that i did not want and could not decline unless one of their representatives unlocked my online application.
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| 02/24/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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|
Web |
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We received your complaint. Thank you.
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work.
YOUR COMPLAINT On XXXX I spoke with a unknown woman from Citizens Bank. She stated that my Business checking account with " ALL AT ONCE XXXX XXXX XXXX " was on hold because my business address didn't match, she also stated that my license number didn't go to anyone, she questioned me about why i get my license in XXXX of XXXX. She also stated my ssn wasn't registered to a person. This unknown woman stated once I went to the bank to fix errors she would release my funds. Once i went to the bank I filled out a w-9 form, I gave the banker a copy of my drivers license and ssc. The banker brought to my attention that the first 3 numbers were different in the system than what was showing on my ssc ( updated ) Human error. Also he ran my drivers license number and it came back valid. I don't understand why this unknown woman lied and said my license weren't valid. I contacted the unknown woman back. The text messages are attached. Please look at attchments. This woman lied to me she did'nt release my funds like she told me she would. I've been trying to reach out to unknown woman she will not return my phone calls or text messages now. I sent this person personal information via text message I'm not even sure if this is legit at this point. All I want to know is wny my account on hold and why am i being investigated. I feel this is XXXX profile for the fact this unknown person stated she doesnt understand my bank activity. ( This is my bank account therefore my banking activity has nothing to do with anyone as long as i'm not commiting fraud. ) My company did a background check on the XXXX cell phone XXXX. The background check shows a XXXX XXXX or XXXX XXXX as the owner. Email address XXXX Fraud XXXX XXXX On XXXX I left a message with XXXX XXXX via her voicemail. I called the number on the letter she updated on the cfpb website. I have not yet got a return phone call. I still have not got an update about my account. I have no idea what is going on. I went to the branch but no one is giving me answers.
i called XXXX XXXX today which is XX/XX/XXXX still no answer.
|
| 06/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
My wife & I refinanced our house for a 15 year mortgage through XXXXXXXX XXXX XXXXXXXX which was great. They said we could pay off out home in 12 years if we paid Bi-Monthly in which we took advantage of. Our new Mortgage Payment with Taxes & Insurance came out to {$1500.00} a month. Our bi-monthly payment was {$770.00} every 2 weeks.
Citizens One Mortgage bought out our loan after two months. In the begging they tried saying I owed something like {$2000.00}. I said I pay on time every two weeks. If there is any money outstanding then XXXX has my mortgage money. Now again, Citizens One Bank is accusing me owing over {$3700.00}. I have been paying Citizens One every two weeks like clock work to pay off my home mortgage faster than 15 years. They also are trying to automatically raise my Monthly Mortgage Payment from {$1500.00} to {$1800.00} a month which isn't the new monthly payment that I refinanced for with XXXX. I have proof of physical documentation for my new refinanced monthly payments.
I have never ever missed a mortgage payment in 30 years. Citizens One is collecting my mortgage payments and not applying it to my home loan. I have called into Citizens One and got a Customer Service Rep that I didn't get anywhere with one the telephone. I told the CSR that I show my bank payment history to Citizens One Mortgage with every single payment to them with no missed payments. I even told the CSR that you just received another payment from my bank the day before. I was on hold for a very long time waiting to speak to a Mortgage Supervisor. The Citizens CSR told me that he would have a Supervisor call me back that same very day. Until now, no Supervisor has called me back from Citizens One Mortgage. I want to make a federal complaint against Citizens One Mortgage taking my money and not applying it to my Home Loan Account. I want them to be held accountable for and late fees, missing principal payments to my home loan. I also want them to be held accountable for any credit reporting errors on their part. I have excellent Credit History built up and I don't need it destroyed by their horrible accounting records. I have never ever had any problems with a Mortgage Company like this in 30 years of owning a home mortgage. Please hold Citizens One Mortgage accountable for their very bad records. Most of all they keep taking my money every two weeks from my bank as I have a recorded history of payments to Citizens One Mortgage.
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| 08/16/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
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|
Web |
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XX/XX/XXXX Received alert notice someone attempting to take out {$1000.00} from my XXXX. Call back and stopped active since I did not authorize that transaction. While speaking with dept noted a {$4800.00} check written on my acct XXXX and {$1800.00} on my daughter 's account ( that was cleared and returned ). Asked them to stop that check because it was a fraud, I never authorize that check. I was told that they can not do anything it is in the system. I can now file a claim when the {$4800.00} is taken out of my acct.
XX/XX/XXXX the bank went ahead a clarr the check and give the person the money {$4800.00} out of my banc acc XXXX continue to ask the bank for my money, my online banking was closed. Left open was the acct that was missing money. And now all my bills I previously sent out started bouncing and returning.by XX/XX/XXXX the bank is sending me letters demanding their money for bounce check and overdraft. I'm negative XXXX.
XX/XX/XXXX called again filed another claim for another XXXX $ again taken out of my acct with yet another check taken out on my bank acct fraudulently. Claim # XXXX I was told this was to be expedited XX/XX/XXXX and XX/XX/XXXX called to see status since I Am now blocked from online banking. No change again my acct cont to be compromised and the still researching.
XX/XX/XXXX called again now a NCS block was placed in my account. Also told me ai have to put {$700.00} in my account to cover overdraft since that is what I owe. Now returned money of XXXX $ from my gas and XXXX from XXXX. Was returned and credit to my acct. Made formal complaint to banking Claim XXXX XX/XX/XXXX called again and was told that my request was refused. Again while speaking to the costumer svr He mention that it was {$10000.00} to which I corrected him. We now learned that the claim was file twice. One for the {$4800.00} and one for XXXX. I was denied my money back. Citizen owe my XXXX XXXX credited to my acct and all overdraft and fees they attached to my acct.
This has cost me hardship, I am now late with and agreement that I have finally able to work out with my light and gas. I had a vacation starting onXXXX XXXX that I may not go with no extra money I had in my acct to spend. This has ruined my plans significant. More angry that Citizen was aware of the fraud and continued to allow this to happen. I had no bank check associated to these bank acct, how did the accept checks.
Thank you XXXX XXXX XXXX XXXX XXXX
|
| 08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
1 ) XXXX county taxes paid {$2700.00} CORRECT 2 ) XXXX county taxes paid {$2300.00} CORRECT 3 ) XXXX county taxes paid {$2300.00} INCORRECT 4 ) XXXX Escrow advance {$1500.00} INCORRECT WHY????? 5 ) XXXX Tax Refund {$2700.00} WHY FOR WHAT?????
6 ) XXXX Repay of Escrow Advance {$1500.00}???????????
7 ) XXXX Tax Refund {$2300.00} First of all it is wrong and why are you calling it a Tax Refund???????
8 ) XXXX Repay of Escrow Advance {$00.00} what are you repaying 9 ) XXXX Mortgage Payment 10 ) XXXX County Taxes Paid {$2700.00} WHY??????????????
On XXXX why would you pay county taxes if all of my taxes were paid on XXXX of XXXX?????
This is a made up statement. You are putting numbers in so my account looks paid it is NOT. Taxes still have not bee paid and I am still delinquent with XXXX County taxes ( see below ). The first payment should have been made XXXX. I want to know are you making up fake statements????
I have late payments of {$240.00} so far that have incurred who is going to pay that?????
I have called your customer service 20 times, I get put on hold for an hour and then they are so rude they hang up on you or say wrong department I cant help. I finally get thru to XXXX in the escrow department ( she said she was a supervisor ) phone # XXXX and she said she would help she wont pick up my calls anymore.
My mortgage was sold to you in XX/XX/XXXX I did not pursue you I am so disgusted with this bank I have no words. I can not believe that you are still in business.
XXXX the only reason that I got as far as you is because I contacted the XXXX XXXX XXXX. Well no that you can not seem to get any information out of your own company ( I have provided it ). I will make sure that the XXXX XXXX XXXX has all of this information, my lawyer because I am so distressed ( I am a widow of a XXXX ) AND I AM A SENIOR CITIZEN. How dare you treat people like this.
XXXX XXXX XXXX Above is the letter I sent to Citizens One I re-financed my mortgage in XX/XX/XXXX and it was sold to Citizens one. They have not paid my property taxes and I received a delinquent notice from XXXX County treasurer. I have tried to get anyone to help me. I am beside myself. I called and sent a complaint to the XXXX XXXX XXXX I have called the Bank 50 times my property taxes still are not paid and my escrow account is now overdrawn. HOW does that happen. I should have a positive escrow balance and no one at the bank seems to be able to help me.
|
| 08/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Older American, Servicemember |
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I received a statement in late XXXX from Citizens One Bank requesting payment on a balance of {$830.00} for an XXXX All Access purchased as part of a promotion at XXXX. I contacted the bank upon opening the statement to advise that the account they had approved was opened fraudulently. My personal information had been used to open the account and make the purchase. XXXX in Consumer Lending set up case number XXXX. I was able to get delivery information from a XXXX site. The product was shipped to the XXXX XXXX and XXXX in my neighborhood. I contacted the credit reporting agencies to have alerts placed on my credit reports. I filed reports with the Federal Trade Commission XXXX complaint number XXXX ) and with the XXXX Police Department XXXX report number XXXX ). I filed the police report online XX/XX/2021 and met with Officer XXXX XXXX who witnessed my signature and signed the law enforcement report the following day. The law enforcement report was included in the Identity Theft Victim 's Complaint and Affidavit packet faxed to the ID Theft Operations department at Citizens One XX/XX/2021. Collection efforts have continued and derogatory information has been reported. I called the bank and spoke with a collections representative XX/XX/2021 who advised me that collection efforts and past due reporting will continue until the bank 's investigation is resolved and that it may take several months. I called the ID Theft Operations department XX/XX/2021 and left a message per the prompt that stated I would receive a call back within XXXX hours. I didn't hear from the department on the XXXX, so called and left another message on XX/XX/2021. I still have not received a call back. I get the impression from talking with bank representatives that there has been a great deal of fraud reported, and that it is taking time to work through the investigations. At the very least, I would like the bank to clear derogatory information reported to the credit reporting agencies and to stop collection efforts. I have done all from my end that I know to do XXXX this is a 1st time experience for me ). The bank approved an application and purchase without making the effort to contact me when the shipping address was different than the billing address. I was told by a bank representative that my correct phone number was on the application. It would have been so easy to avoid what has already been a very time consuming and worrisome experience.
|
| 06/01/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
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Dear Sir, Citizens Bank Did not answer my previous Grievance related to US Department of Home Land Security/Law Firm Check Deposits and Check Clearance Records, which are are missing in my bank records and statements. Also, they printed my contact details of phone number wrongly in the response. Also, they added wrong title before my last name in the interim response of Citizens Bank. All my salaries getting deposited to my individual check-in account at Citizens Bank, which are associated to my name, social, name, address and various identification details. Still, Citizens Bank mentioning the title of last name, phone details and various details wrongly in the consumer finance bureau complaint 's response. Citizens Bank intentionally causing troubles to customers and committing fraudulent activities. Citizens Bank mentioned in the response that they would deduct money from my account if account number and routing number given to them by anybody and also there is no value and verification of Authorized checks. Whats the point in giving Authorized Checks and does not give the accurate details of checks to customer if citizens bank does not verify the checks, signatures, various authorized details. Lawfirm confirmed that they correctly deposited the checks XXXX/XXXX in the Bank and Department of Homeland security correctly deposited the checks.Citizens Bank holds the complete legal accountability and responsibility for tampering the check images and numbers in the account statements, manipulating my individual account transactions and various fraudulent activities related to my individual check-in account. Could you kindly direct citizens bank to issue the official letter with corrections of my title, phone number, check clearance records are missing in the Bank Statements, legal terms and conditions for check clearance without even verifying my signatures of my checks and various identification details. Also, I need official letter to proceed with federal officers and Department of Homeland Security. I need to contact Federal Law Enforcement with official complaint by attaching my original checks and immigration procedures and concerned documents. Could you kindly direct citizens bank to response to my complaint in 5 to 7 days. Citizens Bank holds the complete legal accountability and responsibility at Immigration Fraud department if someone claims these checks and gain any immigration benefit using my identification.
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| 12/15/2016 |
Yes |
- Bank account or service
- Savings account
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- Account opening, closing, or management
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Web |
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This is regarding my client who is under the XXXX and needs support regularly. He is in our care now and is entering XXXX services soon. This client was charged more than XXXX dollars in excessive transition fees every month. The last two months shows more than XXXX dollars lost from his meager check of XXXX dollars. The branch manager at XXXX at XXXX in XXXX knows him by name and understands that he is under XXXX. This case manager tried to explain that my client does not understand what he signed into and believes that he was just signing into a no cost direct deposit account as explained to him. The bank employee clearly does not want to resolve this. They claimed that they did everything as per the law. My client has even transferred a dollar from his saving to his personal checking and got XXXX dollars of fee every time. This is the money he has earned pushing carts in heat and rain and snow. He wants all his money back -- which is at least XXXX dollars or more. The bank manager first did not want to work with XXXX and me and later wanted to return only what she thinks is appropriate. She clearly brushed aside my concern that my client was being taken advantage from the very beginning therefore all the money has to be returned. She defended her predatory practice of opening saving account that charges money for going low, for transferring his own money from saving to checking, and others that we do n't even know. My client is gullible and has XXXX. He cant even tell you the change he receives after buying a gum. The store manager denied any wrong doing and denied to return the money back. This was reported to the corporate online XXXX and provided all the info requested on the XXXX of XXXX because they wanted to investigate. But, it does not look like this is going anywhere. I am reporting it here, because I believe that my client has fallen to the victim of predatory banking by citizens. I am at disbelief that the bank is scooping money out of this clients account who does not even understand simple addition. I am awestruck with the corporate culture that takes advantage of the poor and vulnerable and still claim that they are doing everything by the book and challenge those who reminds them simple moral practices in banking.
I want this matter to be investigated and want the bank mangers to be trained to work with people who are XXXX not make their bonus on the expense of people like my XXXX client.
Thanks
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| 12/09/2021 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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On XX/XX/XXXX, I called Citizen Bank at XXXX to request that my Savings and Checking account be closed.
XXXX moved the balance in my savings account to my checking account and successfully closed my savings account. He then told me I had to go into a branch to fill out a form to close the account out. The nearest branch in XXXX XXXX, NY is over an hour drive from my home and not an easy commute going thru the city. XXXX then suggested I do a wire transfer and transferred me to XXXX in the mobile transfer department.
XXXX couldnt help me and transferred me to XXXX in the wire department.
XXXX said I needed to go to the branch to fill out a form which I told him I live too far. He then transferred my call to the customer service department.
I asked to speak to a Supervisor as I was now on the phone over 1 hour and 20 mins. XXXX identified herself as a Supervisor and instructed me to send a letter to the XXXX XXXX office requesting the account to be closed. As soon as I hung up the phone with her, I wrote the letter and immediately mailed it as I need the funds as soon as possible.
Yesterday, my husband took a call from XXXX XXXX, XXXX XXXX XXXX XXXX indicating that I now need to write ANOTHER letter requesting my account to be closed and mail it to a different address. Due to the inaccurate information I was given by XXXX, I now have to wait even longer to get my funds. This is completely unacceptable.
To top it all off, I called the Citizen Bank number today, XX/XX/XXXX from the number that XXXX XXXX called from yesterday ( XXXX ) to determine if the letter I already wrote could be sent interoffice instead and while waiting in queue for a customer service representative ( where the automated message indicated the wait time was in excess of 5 mins ), a message came on that due to technical difficulties, my call can not be handled at this time and I should call back later. The call then was automatically disconnected. This occurred at XXXX today, XX/XX/XXXX.
I then called the XXXX XXXX Branch Office at XXXX and pressed the option to speak to a Branch colleague. It rang about 20 times and then automatically disconnected.
Ive had accounts at many different banks throughout my lifetime and I have NEVER experienced an issue getting money out of any accounts until now. This experience and level of no-service is scary and completely unacceptable which is why I took this opportunity to file a formal complaint.
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| 10/01/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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This started in 2017. My father and I were doing just fine making the payments on yhe house and then my father was injured and ending up in the hospital and ended up passing away. I then started speaking with XXXX XXXX XXXX in regards to assuming and modification of the mortgage on my fathers house. So I filled out the application they had sent me and and sent them all the documents at the time they requested. This process continued to go on every month almost with them until Citizens bought them out. I now have been doing the same exact process with them, filing the application, sending them documents and then them saying they don't have everything and sending them the same documents I had already sent. This has happened pretty much every month because they end up stating they didn't receive all the documents and they close my file out and require me to go through the whole process again. I ended up getting another company involved that I have paid to help me to see if I would get anywhere that way but they have continued to do the exact same thing. Its to the point where it is getting absolutely ridiculous. Half the time one department has no idea what the other department is doing or has or doesn't have.
Also, at the beginning of this process in 2017, I had requested a payout to bring the mortgage current and contacted them to see if they would work with me on the amount. Well the gentlemen I spoke to told me I had to contact the attorney and they could do that. I contacted the attorney numerous times with no call back and then finally reached them and was told the mortgage company was who I needed to speak to. So I was passed back and forth numerous times. Then found out from XXXX XXXX with the VA that neither one has that authority only the VA can decide that. So they wasted almost 2 months of time on my file giving me wrong information..
So needless to say with both of these companies, XXXX XXXX XXXX and now Citizens I have been giving the same exact treatment and put through the same stuff each and every month. When they were staying that they hadn't received documents we resorted to mailing them certified with return receipt requested and they were signed for and still they stated they had not received them.
So, I am asking that this mortgage be allowed to be assumed and modified by me and to quit being put through a bunch of unnecessary XXXX. Also, I would like a formal apology from Citizens.
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| 07/13/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
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Web |
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Homeowner posted his house for rent on XXXX. He gave a very convincing report about himself, his family, and circumstances for not going through a property management company. He told me I couldnt have a look inside the house because current tenants didnt want to be bothered but I could explore the outside of the home. I went around the neighborhood and multiple neighbors confirmed his identity as the owner. We went back and forth for a week by email and I asked him to video chat to confirm his identity but due to family circumstances, he could only call me to provide me information on the rental. He said his lawyer would meet me with the key once I had paid security deposit but could hold off on first months rent until prior to XXXX. We signed a lease and I paid security deposit to his accountant XXXX XXXX via XXXX. He asked me for first months rent a month prior to the lease date stating his later insisted I pay prior to move in based on the contract. I explained to him about our agreement over the phone and he agreed to hold off on first months rent until prior to move in. At the end of XXXX, I tried sending money to his accountant but it errored so I reached out. He said there was an issue with the account and to send the money to his secretary XXXX XXXX, so I did. He gave me a phone number to reach him. I called in the evening but it didnt have a voicemail so it kept ringing. On my last payment date, he asked me to send an extra {$1000.00} for small repairs on the house and I declined stating that he could use the security deposit I paid last month. I never heard from him after that despite multiple attempts to call and email. I called the initial number he called me from and the number he gave me. The number he provided goes to a design company that doesnt have anyone by XXXX XXXX working there. The initial number rings until it goes to voicemail with no identifier.
Fraudulent rental : Security deposit sent ( {$2500.00} ) via XXXX through Citizens Bank app : XX/XX/XXXX - {$1000.00} XX/XX/XXXX - {$1000.00} XX/XX/XXXX - {$500.00} First months rent : XX/XX/XXXX- {$1000.00} XX/XX/XXXX - {$1000.00} XX/XX/XXXX - {$500.00} On XX/XX/22, I called my bank and they told me they couldnt do anything because the payments had already processed. They were not able to give me any other information about the recipient except names despite telling them it was fraudulent and I was going to pursue legal action.
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| 08/03/2023 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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On XX/XX/2023, we closed on a construction loan with Citizens Bank. The construction loan was to construct a new primary residence in XXXX XXXX, New York on a plot of land we already own. Pursuant to the loan closing disclosure, attached to this complaint, the loan was for {$820000.00}, where approximately {$80000.00} was for construction costs and {$20000.00} was for closing costs. There was no equity requirement stated within any loan documents or conveyed verbally by the bank. This is reflected in the aforementioned closing disclosure. A check was produced by the bank 's attorney at closing in the amount of {$100000.00} to begin the initial draw. After we received the funds, we realized that the bank did not provide the full amount of the initial draw. Upon further investigation on the Citizen Banks app XXXX XXXX XXXX, we noticed that our loan amount changed from {$820000.00} to XXXX XXXXXXXX a difference of {$19000.00}. Coincidentally, this was the exact same amount of money that we had previously expended out-of-pocket for the demolition of the previously existing structure. We had been told by our loan officer that we would be reimbursed this amount, at closing, as it was part and parcel of the build. We had not been reimbursed.
We continued to try and figure out what was going on by contacting numerous people at the bank. It was then that the construction department at Citizens, informed us that we had an equity requirement for the loan. As you can see from the disclosure documents, there is no mention of any such requirement on ANY loan document. Nor was it ever conveyed verbally or in writing. Coincidentally, the equity amount was {$19000.00}. However, as per the construction department, the bank decided rather than request equity, they would simply credit us the {$19000.00} equity requirement because we had " in earnest '' already spent that amount. We are now short funds to build.
We have tried on numerous occasions to resolve this issue with the bank. We have escalated it to several departments and managers within Citizens Bank to no avail. We have demanded an explanation in writing from several managers. The latest is XXXX XXXX, XXXX - Area Manager. No one will provide an explanation as to why our loan amount changed without our knowledge and consent, why they added an equity requirement after closing without our knowledge and consent, and how they will remedy the shortage of funds.
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| 10/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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As a first time homebuyer, I am frustrated with my experience applying for a mortgage through Citizens Bank. From the date I placed an offer on a townhome I had one month until closing on XX/XX/XXXX. I was informed by the loan officer, XXXX XXXX that I did not require a home appraisal. At no point was I informed that the appraisal waiver could later be denied, for reasons outside of my control. Due to the lender not having a documented unit # associated with the address until it was submitted to underwriting, I was informed I no longer qualified for an appraisal waiver, 11 days before closing. Had I been informed that this could happen, even if it was not expected, I would have asked for an appraisal from the very start knowing that it takes weeks to be completed, and there was no room for delay in order to close on XX/XX/XXXX. The majority of communication with my loan officer after that shifted to texting. I felt that direct verbal communication was being avoided, despite it being my right to ask questions especially as a first time borrower and buyer. Days went by where I did not receive any phone calls and I had to request to be contacted for updates. I reached out to upper management because I did not feel I was being supported. When I finally received a call the evening of XX/XX/XXXX, I asked multiple times why there wasnt an option to have requested an appraisal from the very start to avoid having to request a rush appraisal suddenly, but never got a direct answer. I felt there were unprofessional statements made, Im not laughing at you ... this is a nervous laugh and You can call whoever you want, it wont make a difference. This would make anyone feel insecure who is supposed to entrust a lender with a major financial investment, and only bolstered my decision to withdraw my mortgage application. I would feel differently if they communicated regularly as promised and were more supportive overall. I also didn't feel I should have been expected to cover the cost of a rush appraisal when I was not at fault. I initially wrote this complaint when I was not refunded the initial appraisal fee of {$580.00} ( the appraisal never got scheduled ). However I have at least now been credited that amount. I had to close without a mortgage, but nonetheless I still feel as a customer banking with them for about 8 years, my needs were disregarded and hope other first time home buyers are treated better.
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| 01/25/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I deposited a check into my account on XX/XX/2019. The receipt that printed once the deposit was completed stated that {$200.00} of the check would be released on XX/XX/2019 and the remaining total would be available on XX/XX/2019. On XX/XX/2019 I checked my account to find that the {$200.00} that was released on XX/XX/XXXX was removed from my account, and the entire check amount was placed on an extended hold until XX/XX/2019. I called the customer service number at XXXX on XX/XX/XXXX to find out what happened, and was informed that the only person that could release the hold was the branch manager. I called my local branch where I deposited the check and spoke with XXXX XXXX, as she said the branch manager was out for the week. XXXX helped me submit documentation to prove the check was legitimate so they could release my funds - the documents included a picture of a check ( from the same company ) that was deposited and cleared through my XXXX XXXX Account, and another picture of a check that was deposited and cleared through my XXXX Account. I also provided monthly statements to show that the checks never bounced. XXXX also called the company that cut the check and spoke with the accounting department in order to further prove the legitimacy of the check. On XX/XX/XXXX, I spoke to XXXX and she told me they were waiting on an answer from the fraud department. I called the customer service line again and spoke to XXXX in the claims department, and he told me that the only person that could remove the hold was the branch manager, which was not what XXXX had stated to me, as she said it was now in the hands of the fraud department. At this point, this bank account is overdrawn with 2 overdraft fees and I had bills scheduled out of my other account that posted and caused 3 overdraft fees because I did not have the money to transfer into that account to cover the previously scheduled transactions. As I was originally told the funds would clear on XX/XX/XXXX, I am now a hostage in that the bank is holding my check and not releasing my funds and they will not give me my check back so I can take it to a different bank. They have cost me {$170.00} in overdraft fees, and have made it so I can not buy food, gas, pay rent, or get my car back from the mechanic. On top of that they are giving me the run around and acting like there is no person I can speak to that can actually resolve this issue for me.
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| 04/03/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I'm an XXXX XXXX Veteran using my VA home loan. On XX/XX/XXXX, I called Citizens One to inquire about options for my mortgage of {$2800.00}. I am writing with concerned frustration and irritation about Citizens One home mortgage department. I have a mortgage through them and I was hoping they could offer some assistance during these unprecedented times. Due to the recent Corona Virus pandemic and the uncertainty of work as well as the government mandates to stay home, their lack of realistic help is amiss. They informed me the best they could do is forbearance and were not offering Deference. While I understand that during normal times offering forbearance to some while they get back on their feet is suitable, this just seems preposterous for these circumstances. If they take one cent of government bailout money while people are being mandated to stay and home and NOT go to work without offering deference then they should be listed as a predatory lender and prosecuted for scamming the government. The bailout money IS NOT meant as a profiteering investment capital infusion but a financial measure to ease burdens of the public which Citizens One as of this date refuses to do.
Most people wont be able to make up for the months of build up of mortgage payments or they will have to renegotiate their term loans to a far less desirable contract for the home owners which in my opinion is their aim and goal. This practice just seems absolutely dubious and not the intent of them needing to be bailed out. I fear that this kind of response by someone of their stature in business is going to lead foreclosures, homelessness and an overall loss of what would be society contributing homeowners.
I hope that Citizens One will not receive any type of aide or government bailout assistance if they choose to treat their customers the way they have shown. If they do, it would be a national disgrace and travesty to have, yet again, another big business take money then turn around and stiff the same people that bailed them out that being American tax payers.
This is a time the nation should be working together for the greater good not a time to be milking people for every penny they have.
I look forward to hearing about any outcome so as to send a thank your letter or to escalate actions to make this a far more public awareness campaign of companies to avoid or to refinance out of.
A Concerned XXXX Veteran
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| 03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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LOAN ID # XXXX I would like to share with you and file formal complaint regarding my experience during refinance with Citizens Bank.
I started my application online around XX/XX/XXXX. On XX/XX/XXXX, I received welcome letter, and on XX/XX/XXXX, I received Loan Estimate. Considering I provided all necessary documents and permission to run my credit report before XX/XX/XXXX, but still Loan Estimate took up-to XX/XX/XXXX, to be issued, which is already in RESPA violation.
My initial loan officer was XXXX XXXX, who periodically called me with assurances everything is going smooth, and we are on schedule to close soon. Since day one, I was sending emails, made calls with request to order immediate subordination of my HELOC loan, and order the CEMA. I new those two documents may take from 6 to 8 weeks to get. But my loan officer told me everything is under control.
In the beginning of XXXX of XXXX, I started to leave voice messages and sent emails requesting with the status update. To my surprise, my loan officer already left Citizens Bank and join another bank. I never got any notifications who will handle my loan.
I finally manage to get his manager XXXX XXXX, he also assured me that new loan officer assigned, and will give me loan status by the end of the day. That was on XX/XX/XXXX, as of today, XX/XX/XXXX, I am still waiting.
It is impossible to get anybody on the phone, and even public number for corporate headquarter is not working.
I found this very strange and annoying the way to treat customers.
In addition, I am XXXX XXXX XXXX, and feel I got age discrimination and unwillingness by Citizens Bank to provide me with the services and new loan approval.
This Citizens Bank employees misconducts create me financial burdens since I am still paying higher rate. In addition, if they would not be able to close my refinance I will have financial damage over {$150000.00} due to my current rate, new rate I was quoted, and terms left on my current loan. I am strongly feeling this misconducts may have legal consequences, and should be answered appropriate.
I am requesting Citizens Bank to provide me following information : 1. Date when subordination agreement was ordered ; 2. Date when CEMA was ordered 3. Point of contact who can provide me with weekly status update I hope my experience will be addressed properly, because I do not believe any customers deserve this.
Respectfully,
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| 05/10/2016 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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Citizens Bank is closing my account, which I have kept in excellent standing, because they found I invest in XXXX. I have a business account, which generates plenty of fees for them, especially wires. I send frequent wires to XXXX in new york to buy XXXX, which I invest in short-term. I buy it low, and then sell it higher than what I bought it for. I am registered with fincen and comply with all regulations for the state of Ohio and the USA. I have an anti money laundering policy and it is strictly enforced. I have a XXXX company as well that uses the same account.
What happened was I had asked if I could deposit cash into the atm late at night and the tellers said there should n't be a problem with even large amounts. So I deposited maybe XXXX to XXXX XXXX via the atm a few nights in a row, all at the same branch that I always use, and only I was doing the depositing. This triggered some kind of review on my account whereupon they saw that I wired to XXXX XXXX XXXX, XXXX which only sells XXXX and XXXX. Upon seeing that they decided without doing any other research, to close my business account, and my personal account too! I never even used my personal account for XXXX or anything. Also when it came time to sell my XXXX, I was very careful with this account. I gave out the information to no one. Only I or my employees deposited into this account. We only accepted cash, money orders, and some checks. We tried to positively ID all our buyers for the XXXX and maintained an XXXX log. We even filed a SAR on a suspicious person. We maintain a relationship with local and federal law enforcement as well.
They gave me ZERO days to find a new bank. They deactivated my atm/debit card immediately. They want me to get my funds immediately. Most other banks give you XXXX three weeks to find another account.
I have had numerous banks close my accounts for investing in XXXX. There hardly any banks left for me to go to now. This is totally unacceptable, to be discriminated against for investing in XXXX. These banks should work with investors in XXXX and coach them on how they should treat their accounts instead of simply closing them and suspending all services without giving the customer any time to move.
And to close my personal account which was n't even used is also totally unacceptable.
This is for my accounts ending in XXXX and XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 06/02/2022 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Funds not received from closed account
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Web |
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On Monday XX/XX/2022, my XXXX personal and XXXX business accounts with Citizens Bank were abruptly closed and I was unable to access my funds.
I made this discovery because I was unable to access my personal accounts with Citizens, whether through a Browser or their App. I called and was put on hold for over an hour, after which I hung up. The next day, XX/XX/2022, I went into the local branch. Initially, I was assisted by a Teller, who determined the problem needed to be escalated because she was unable to access my account information. At that time, I decided to check my business account via the App. I determined that all of my business funds, {$220000.00} had been withdrawn the day before. Needless to say, I began to panic.
Thereafter, I spoke with the manager, XXXX XXXX XXXX. My initial thought in speaking with her was that I was a victim of fraud. She made some internal calls while I sat with her. She conveyed to me that Citizens had terminated my business accounts an sent the funds via mail to the addresses on file. I was told they had sent a letter, via snail mail, to tell me that my business accounts were being terminated. I never received a call, a text message or an email concerning my $ 200K+ account.
I was told my personal accounts, which collectively contained almost $ 60K, were put on hold for the purpose of ensuring all transactions would be completed. I thought that to mean that my mortgage, due on XX/XX/2022 would be paid. That was not the case. They put holds on my account on XX/XX/2022, not allowing any other transactions to take place. I had to scramble to make sure all of the autopays I had setup with my account were properly addressed and transferred to a new account. As for the personal accounts, I received NO CORRESPONDENCE whatsoever!
I went into the bank today, XX/XX/2022 to speak with someone directly. I asked that she make some calls to determine why my personal funds were being held. I was told my funds would be released via check on XX/XX/2022, by which time my mortgage and other payments would be delinquent. The manager with whom I spoke made an internal complaint on my behalf. The complaint number is : # XXXX. Prior to writing this letter I called the Citizens complaint department. It was answered in about XXXX mins. I was then put on hold for over an hour, listening to music. The call was terminated by Citizens without anyone ever coming to the line.
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| 06/02/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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On XX/XX/XXXX, I submitted to transfer money from my Citizen 's online savings account with their bank to bank transfer service. I submitted a request on XX/XX/XXXX to transfer money from my XXXX XXXX XXXX Account of {$4000.00} to my online Citizen 's online savings account. I received this email on XX/XX/XXXX : Transfer Details Item # : XXXX Amount : {$4000.00} From : XXXX XXXX XXXX, Checking XXXX To : Citizens, One Deposit Savings XXXX dotted line For security reasons, your funds transfer request from XXXX XXXX XXXX, Checking account to Citizens, One Deposit Savings account has been stopped.
As a policy, we need to review the transaction. In order to complete this review, it is necessary for us to speak with you. Please contact us at your earliest convenience at XXXX between the hours of XXXX XXXX and XXXX XXXX EST.
Sincerely, Customer Service I got busy at work and being on vacation and I was unable to contact Citizen 's until XX/XX/XXXX when I noticed the {$4000.00} was not refunded to my XXXX XXXX XXXX Account. The gentleman informed me that the transfer didn't go through to Citizen 's and I needed to contact XXXX XXXX XXXX to figure out where the money was. I contacted XXXX XXXX XXXX on XX/XX/XXXX and they informed me they needed a XXXX # from Citizen 's to locate the money. I contacted Citizen 's on XX/XX/XXXX and I spoke to a XXXX who is a XXXX at the XXXX branch and she informed me my bank to bank transfer service with Citizen 's was locked and {$4000.00} was on hold and she could not provide me a trace #. She instructed me she would check on this matter and contact me by phone on XX/XX/XXXX. She did not contact me on XX/XX/XXXX. I contacted Citizen 's again on XX/XX/XXXX and was told the {$4000.00} never came to Citizen 's and was with the transfer system ( XXXX, I think I was told name of the company ) and I was provided the following trace # XXXX. The gentleman at Citizen 's instructed me t contact XXXX XXXX XXXX and have XXXX XXXX XXXX request the money back with the trace #. I contacted XXXX XXXX XXXXXXXX on XX/XX/XXXX and they instructed me that they were unable to locate the money with the trace # and the money was still with Citizen 's and needed to come from Citizen 's. The gentleman at XXXX XXXX XXXX instructed me to post a claim on your site. I am filing a complaint that Citizen 's is refusing to credit the {$4000.00} to my account with their bill pay product.
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| 04/28/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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This complaint concerns Citizens Bank of Massachusetts Account Name : XXXX XXXX, XXXX.
On XX/XX/XXXX, XXXX wrote check # XXXX in the amount of {$10000.00} to XXXX XXXX XXXX XXXX, a company we do business with. On XXXX XX/XX/XXXX, we were notified by XXXX XXXX that they had not received payment. We confirmed that the payment had cleared our bank and funds withdrawn from our account on XX/XX/XXXX. On further investigation, we confirmed that the check had been paid, to a company named XXXX XXXX XXXX XXXX We have no business with XXXX XXXX XXXX do not know who they are, or why they obtained our check.
I immediately notified Citizens Bank ( at XXXX EST on XX/XX/XXXX ) by telephone of a potential fraudulent activity and/or an error and asked that they return the funds to our account immediately. I was told by phone that they would investigate and reverse the charge if confirmed. I have a copy of the canceled check that shows the depositor name is not the payee name ; it is clear that this is a Citizens Bank error, but they refuse to acknowledge it.
On XX/XX/XXXX having heard nothing about the issue, we visited our local branch manager and were advised that the claim was still being investigated. I was promised a call back within XXXX hours by the branch manager. On XX/XX/XXXX, I called him and was told the claim was still being investigated.
Approximately, one week later, I called the manager and demanded the funds be returned to our account. I was given contact information for a more senior regional manager, XXXX XXXX ( tel XXXX ), Citizens ' " XXXX XXXX XXXX ''.
I immediately called XXXX XXXX and was told the matter was still being investigated, but that I would hear back from him in XXXX hours. I have heard nothing back. I left him one voice mail that he didn't return. I have since tried to call him two other times, but his voice mail box is now full and I have no where else to go. I've left two messages for the local branch manager, and he has not returned either of them. I think they are just ignoring the issue and hoping I will go away.
At this point, as far as I'm concerned, Citizens Bank as misappropriated our money. It has been more than 3 months since I first notified them, and I've got nothing to show for it. I have attached a copy of the paid check and a copy of our initial claim notifying Citizens of the issue.
Any help you can provide would be greatly appreciated!
|
| 08/31/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Application denied
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|
Web |
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I submitted a credit card application with Citizens Bank, on or about XX/XX/XXXX. I followed up on the status of the application on XX/XX/XXXX. I was informed that I was denied due to the following reason- an account currently reporting on my XXXX XXXX as 60 days delinquent. Knowing that this was incorrect, as my Score was XXXX and all of my personal accounts current and in good standing. I explained this to the representative at that time and they explained that I could obtain my Credit File from XXXX and submit it to their credit department for Reconsideration. I did as instructed. I first contacted the XXXX XXXX. and filed a request/opened a case. I then called XXXX immediately, explained the situation to the representative, who went over the file with me, and found no evidence of what I was told by Citizens Bank regarding my credit profile. The representative then sent me a copy of the credit file via mail to forward to Citizens XXXX XXXX. Once I received the copy of my credit file, I forwarded 20 pages, split between two separate emails ( 10 pages per email ), on XX/XX/XXXX. I called the Dept. on XX/XX/XXXX, XXXX to confirm that both emails were received. The representative confirmed that both emails, containing my 20 page Credit File had indeed been received, and was under review. I followed up via phone with the XXXX XXXX. a week later for an update. I was told that my case was still under review. I waited a few days, followed up with a phone call, got the same answer-still under review. Someone called the next day to tell me again that it was still under review. I asked to speak with a manager, feeling that I being strung along, and was denied. the XXXX ( XXXX XXXX said that she would send a note to the Manager. I received a phone call the next day ( XX/XX/XXXX ), apologizing for the delay, but still no resolve. On XX/XX/XXXX, I received a call saying that my Reconsideration was denied due to an old account dating back 7 years, that is no longer reporting and shows a current {$0.00} balance, but " may '' have been late 7 years ago. They originally told me that I had a current account reporting as 60 days late. I disproved that by providing a current, full XXXX XXXX file. I was then told that they looked into my history, dating back to a XXXX XXXX XXXX, current & closed, unreporting account. I feel that I was discriminated against due to gender and ethnicity. An XXXX XXXX XXXX.
|
| 10/19/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American |
|
I have spoken to five people at their offices who it appears cant handle anything.
The account that was opened in my name is fraudulent.
XXXX Received first bill From Citizens One XX/XX/21 - Received notice unable to approve application XX/XX/21 - Received second notice of past due payment XX/XX/21 - Went to Citizen Bank in XXXX NY Spoke to bank employee, she did mention this was the second one she had seen. I showed her all the paperwork I had received for this issue and she immediately called her home office and put me in touch with someone to discuss issue. This person transferred me to their fraud department. Spoke to a person there about what they will do. They wrote up a ticket, XXXX and stated I should contact the three credit bureaus about this issue, which I did. She told me I would be mailed some paperwork to fill out, I have never received it. She then stated I did not have to take any further action.
Now I am receiving automated late payment calls. Ten calls to date.
On XX/XX/21 I received another collection message and after being on hold for 30 minutes I called the number that was at the end of the collection message. I have the recordings of everyone I have talked to. I called that number and was on hold for 20 minutes. Someone finally answered and I was asked why I called this number. She looked at the fraudulent account that was set up in my name and did see a note that I had called about it being a fraud. She transferred me to another number, Im assuming it was their fraud department again. This person told me the paperwork was sent a week ago, I stated I have not received it. She then asked me if they could email it to me. I gave them my email address. I asked for the calls to stop and was told these are Auto generated calls, well heres a novel idea, get on your computer and stop it!
I called again on XXXX and was told they would send me the paperwork via email, again.
XX/XX/21 Have not received the email or mail for the paperwork they were to send me.
I do not want this to get to my credit reports.
I have made contact with XXXX with the account number and asked if they could tell me where the items were sent. They emailed back and said i need to get a police report. Going to work on that. Citizen One could have done the same thing if they contacted XXXX.
I have also notified the three credit agencies.
No one has followed through at Citizens One.
|
| 09/03/2021 |
Yes |
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Web |
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My name is XXXX XXXX Contact : XXXX Phone : ( XXXX ) XXXX I have been working with Citizens Bank on a Mortgage loan ( FHA case # XXXX XXXX ) Lender loan No. XXXX Mortgage XXXX The closing date was originally XX/XX/XXXX to XX/XX/XXXX However, per Citizens Bank Request , the date was moved to XX/XX/XXXX.
Citizens Bank stated needs more time to process since they found that a new FHA/Covid regulation disqualified me to obtain a mortgage. I was advised to pay my car loan in full. I used around {$7000.00} from my savings account to eliminate this barrier.
On XXXX was informed I was unable to do the closing. Citizens requested all of my documents to be re-submitted. Besides requesting all documents citizens stated that they were waiting on a document from the Department of Education since they were not sure of my student loan status. Loan student status was clear. Clsong date was changed to XX/XX/XXXX.
On XXXX-Citizens stated they realized the appraisal for my home was not under my name. Therefore, they had to work on it and date was changed to XX/XX/XXXX.
On XX/XX/XXXX they stated I did not had enough funds for closing. An offer to waive the right of a home tilltle and to increase my percentage. I declined since I did had the funds and provided proper documentation. However, I have not received any response but from my attorney stating the day went by and Citizens did not send the closing package.
I believe all of the last-minute inconveniences were 100 % preventable since Citizens was provided with all of the documents with time in advance. I resubmitted all of the required documents within minutes of their requests. However, the closing has not happened and today I am homeless with my family since my lease with my current landlord expired. I had taken unnecessary vacation days from my employment and the situation affected third parties not to mention the financial and emotional distress this caused to my family. Through this process, I have been sending emails to XXXX XXXX ( XXXXXXXX XXXX Supervisor ) who has been ignoring my emails. I also contacted Customer Service who were not able to provide me with anyone who can help this time solve my situation before the seller pulls out and I lose my deposit. I believe the madness of the transaction is unusual and hope Citizens Bank can solve this situation. Hopefully, someone reach out and provide me with a satisfying explanation. Thanks.
|
| 11/02/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
On XXXX XXXX, 2015, Citizens Bank accepted documents from their customer for a loan refinance. Those documents were stolen from me by their customer and submitted to Citizens Bank without my knowledge or permission. On XXXX XXXX, 2015 I became aware of the theft and contacted Citizens Bank informing them they were not to be used in any type of financial transaction and that they were to be returned.
Over the next five days I spoke with, emailed and left messages with XXXX XXXX, XXXX XXXX, Customer Service ( both general number and emergency rapid response ) informing them the documents were stolen and not to be used.
Despite knowing the documents were stolen and not to be used, one week later Citizens Bank submitted them to XXXX XXXX for funding a loan.
Citizens Bank has been asked the same question repeatedly and they have ignorantly responded over XXXX times ignoring the question. First, I did n't call you before they were stolen to speak with you because I did n't know they were going to be stolen. However, I did call within 24 hours after they were stolen to inform you they were stolen. So do n't respond by saying " you had no correspondence before you received the documents ''. It is not reasonable that I would call you before I knew the documents were going to be stolen.
YOU KNEW THEY WERE STOLEN WHEN YOU SUBMITTED THEM TO XXXX XXXX. I do n't care what you knew when you received them from your customer. When you submitted them to XXXX XXXX you were committing Identity Theft. Give them back to me. You sound stupid when you write " I am a third party. '' They only have my name on them, if I am a 'third party ' why do you have them? You are in possession of stolen documents. Give them back to me.
The loan you submitted to XXXX XXXX for funding is based on stolen information and according to the XXXX XXXX document contained on their website : Fraud Mitigation Best Practices Single-Family XXXX XXXX FraudIdentity fraud involves someone wrongfully obtaining and using another person 's personal data, typically for economic gain.
The documents are mine, they only have my name, they were wrongfully obtained and both Citizens Bank and the borrower gained financially. Citizens Bank added a refinance loan to their portfolio and the borrower benefitted from a lower interest rate.
Terminate the loan Citizens Bank submitted because Citizens Bank knew they submitted stolen documents.
|
| 05/10/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
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|
I was furloughed without pay from my job on XX/XX/2020 because of COVID-19. My wife 's hours have been reduced because of COVID-19. Our income has been severely reduced and so I applied for forbearance of our mortgage payments. Citizens One, the loan servicer, has not responded, has continued to send notices that I missed the payments due XX/XX/2020 and XX/XX/2020, and has charged a late fee.
On XX/XX/2020 I sent a message to, asking what my options were and what they were doing to comply with the New York State emergency regulations recently passed in response to COVID-19. On XX/XX/2020, I received a response that I should apply for assistance through a separate " Assistance Center '' ( XXXX ) which required registering a separate username.
On XX/XX/2020 I created a username and applied for assistance through the assistance center. I received confirmation that " You currently have an active Request for Assistance! '' According to an assistance center support/FAQ page ( https : //loansolutioncenter.com/Citizens/en-US/Content/COVID19 ) according to the FAQ 's : " After selecting the button ( Got to Requirements List ), you may be presented with a message indicating that there are no requirements available. This is common for COVID-19 situations and simply means you are not required to upload documents at this time. '' As of XX/XX/2020, I have not received any response and my request for assistance is still active, but the status is unchanged. On XX/XX/2020 our account was charged a late fee. We have received a monthly statement showing that our payments are behind and at least two separate late payment notices, on XX/XX/2020 and XX/XX/2020.
I now realize that my initial question about NYS emergency guidelines is probably inapplicable because ours is a USDA guaranteed loan. Under the Federal CARES ACT, according to the guidance issued by the USDA : " Effective immediately upon receiving a request for a forbearance from a borrower who attests to financial hardship directly or indirectly caused by COVID-19, lenders shall provide immediate forbearance of the borrowers Single Family Housing Guaranteed Loan payment for a period of up to 180 days '' ... " During the forbearance options outlined above, no accrual of fees, penalties or interest may be charged to the borrower beyond the amounts calculated as if the borrower had made all contractual payments in a timely fashion. ''
|
| 08/01/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Plaintiff 's / Bank law firm was approached with shortsale offer of $ XXXX, Defendant 's representative and lawyers sent in a complete application with a fully signed contract to the mortgagor XXXX XXXX XXXX XXXX and their attorneys, XXXX XXXX XXXX XXXX XXXX XXXX. However, a week prior to the auction, without any counter offer or response on the shortsale amount, the borrower 's attorney received an email stating the offer would not be considered because it was submitted less than 37 days prior to the auction sale.
Two days before the auction, the Borrowers attorney sent another request to consider the shortsale offer and Plaintiff 's firm advised to send in the offer. The fully exectuted contract, proof of funds, and offer letter was sent to the representative who did not review or in the opinion of counsel send to the Bank.
Attorney for Borrowers called the Bank and spoke at length with a representative and a supervisor about the offer. The two men said that the law firm had complete discretion in stopping the auction and submit our offer for processing. The men asked me to go to them. Borrowers attorney again contacted the law firm and they said that the servicing guidelines prevent them from accepting or considering our offer. The two parties had no idea what the other was doing even though I communicated the issue, no effort was made to coordinate a response and consider a substantial offer.
The property was then auction and sold to the same buyer that Borrowers brought to the Bank and law firm. The Bank or law firm 's representatives were fully aware of this buyer and yet accepted a lower offer of $ XXXX.
The Plaintiff law firm acted unfairly and in violation of the fiduciary duties it has to the Bank and Borrowers to accept the highest offer and rejecting to process the shorsale at the higher contracted offer amount then selling the property for over {$15000.00} less to the same buyer sellers entered into contract with.
The Bank supports this bad faith conduct by not investigating and demanding that a shortsale be processed with the buyer at the higher amount.
Additionally, the bank did not have the note and mortgage before they started the foreclosure because the note and mortgage was transferred to XXXX. XXXX did not transfer the note and mortgage back to the Plaintiff until 2015 when the Plaintiff was set to assign the note / mortgage to a new creditor.
|
| 11/02/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
We opened a HELOC account at Citizens Bank in XXXX. At the time, we opened a checking account as well to avoid having fees on the HELOC account ( Citizens had a deal ). Our checking account had minimal money ( around {$1100.00} ) that we only used to pay the HELOC loan. In XXXX, we finished paying our loan and over time forgot about our checking account. Citizens bank began charging {$9.00} per month once we did not meet the XXXX transaction minimum in the account. We had originally signed up for paperless statements, but we were not told that we needed to also sign up for alerts to actually be told when the paperless statement was available. We have not used this account now for 26 months ( no atm withdrawals, no checks used or ordered, ... ) In that entire time, we have received no communication from Citizen 's Bank about our account ( since we did not have the Alerts feature turned on ). For 26 months, Citizens Bank has collected a {$9.00} fee for a total of {$260.00} of our {$1100.00} balance ( 23 % ). Again, they never marketed to us about the alerts, we never received any information about the account ( we had to know to go online and check ). We recently found this out as we were looking to possibly use our HELOC account again for a home project. When we called to see if our line was still active, we were also informed about our checking account. While I understand that these fees were disclosed when we first opened our account, the fact that we received no communication, were not told about alerts, and were basically ignored while our account continued to just be a source of funds for Citizens is appalling. We used no features of the account, Citizens was able to lend our money, and yet they charged us {$260.00} - if we finally had not called, they would have taken the entire balance over time. In my mind, these practices are unfair and deceptive. There is a full lack of responsibility to do what is right for the customer - ie marketing a different product that is more in line with the needs of the customer or viewing inactive accounts for possible communication or upgrade. I contacted Citizens after learning these facts and they agreed to waive {$40.00} ( XXXX late fees ). Again this is {$40.00} out of {$260.00} of fees on an inactive account. I would appreciate any assistance in reviewing their policies on inordinate fees, communication, and account review policies.
|
| 10/06/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Older American |
|
Regarding Citizens Bank, XXXX, XXXX On XX/XX/XXXX I closed my personal savings account after undesirable help at this office. I then filed a complaint with OCC.
On XX/XX/XXXX received a reply from Citizens Customer Resolution Dept which did not address my question of why I had to wait 6 days to get my money in cash - I gave them a notice of 2 days but the manager told me I had to wait 6 days - " because that is the way it is ''. I waited and went the 6th day and got my cash.
On XX/XX/XXXX I left a messsage for XXXX XXXX - Office of the Chairman @ Citizens in Rhode Island who had sent the first letter. I stated that I had given several days notice to withdraw my money but I felt waiting 6 days was not appropriate. I never received a return call from Ms. XXXX and WE HAVE NEVER PERSONALLY SPOKEN ABOUT THIS ISSUE. On XX/XX/XXXX - received a letter from Ms. XXXX notifying me that Citizens " has elected to discontinue its account relationship with me by closing my husband and mine joint saving & checking account. This checking account has been in existence for at least 35 years with no problems. The closure is effective XX/XX/XXXX or maybe before if they elect to do so. My problem : My husbands social security check, retirement check, pay checks are all directly deposited to this account. We also have multiple automatic payments coming from this account. The closure of this account would be a financial hardship as this is how we get our money to live on. I do not believe that this is ample time to make arrangements at another bank.
On XX/XX/XXXX my husband went to this branch to withdraw some of the savings money and he talked to the manager. Her and the teller said that " Mr. XXXX you name is not on those letters- only your wife 's name is. So, what he found out is that they will still do business with him but do not want me! I am sure this is total retaliation against me for filing the OCC complaint. I am very willing, however, to take my name off the checking account if they let everything remain the same and without opening a new checking account to save us switching all auto deposits/deduction to another account.
The OCC can not give me any help until they finish their investigation and that could be up to 60 days! We will be sunk without our money. Can you help me/direct me to get some help quickly so as to not let us be without our monthly income. thank you in advance.
|
| 04/29/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
Back in XX/XX/XXXX I was enrolled in auto pay for the car XXXX XXXX XXXX I accidently paid online and they also took their auto pay which I understand. I caught it and to stop that from happening again I stopped auto pay and decided to start using my own bank bill pay. Then on XX/XX/XXXX they got in my bank and took a payment illegally. Then they went in on the fourth and took another payment but they refunded that one but they still illegally got into my bank account. I called on XX/XX/XXXX and was told they would send a check refund. I asked why they were in my bank account in the first place. One person said they updated their system and it was an accident, another person said I went on a third party site and made a payment. I waited for the check and called again on XX/XX/XXXX. That man said they don't send checks and that they already refunded and to call my bank. My bank said there was no refund. Then my own bank sent their auto pay and they got a third payment. I ended up with two NSF fees but my bank removed one. Citizen bank XXXX XXXX XXXX loan bank ) kept telling me they already refunded. I disputed, took screen shots and they still lied. In the meantime my principle balance keeps going down and they say I don't owe for three months so that proves right there that they kept my money. I was told yesterday XX/XX/XXXX that they refunded on the XXXX, then they changed it to the XXXX and XXXX. Then on XX/XX/XXXX I got a letter in the mail from them thanking me for my payment. I've been asking for my money back since XXXX. They keep making up new lies and this has gone all the way to the chairman office. Now they say they fed ex my check when on the XXXX of XXXX I was told they don't do refund checks. They just KEEP LYING. they have taken 3 payments this month and refunded only one and caused me to go in the negatives. If they don't have my money how come my next payment isn't due until XXXX. Also I asked why I didn't start getting statements until XX/XX/XXXX and I was told that they only send statements to people not enrolled in auto pay and as you can see, my first statement started XX/XX/XXXX when I canceled auto pay in XX/XX/XXXX. Also, when I first checked my account before my fist phone call there wasn't even a bank assigned in their system so my bank, XXXX XXXX days they were going of the account number and routing number from the checks my bank was sending them
|
| 05/18/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American |
|
My mother recently voluntarily surrendered her drivers license and now needs to apply for a XXXX ID.
I contacted the XXXX XXXX XXXX XXXX Citizens Bank regarding the hours when there is access to safe deposit boxes, to retrieve items needed for my mother to apply for her Real ID. My mother and I are both listed on the safe deposit box for access and signatures.
I was told that the XXXX XXXX XXXX discontinued having safe deposit boxes in XXXX, and the contents of the box had been sent to Citizens in XXXX. My mother received no notification that this was the case. My mother had moved in XXXX ; however she also has an IRA with Citizens Brokerage. Her representative for this account is also based in the XXXX XXXX XXXX. My mother visits the branch typically once per year to make an IRA withdrawal. Citizens XXXX is very aware of her current address and contact info. My name and contact info was also listed on the safe deposit account. I have not moved and received no notification of the boxes being discontinued.
When I met with a representative on XX/XX/XXXX at the Branch she mentioned that two previous customers has also received no notification of the safe deposit boxes closing. She said retrieving the contents would take approximately thirty business days. I requested that this be expedited since my mother has an appointment with the XXXX on XX/XX/XXXX to get her Real ID. The representative has since confirmed that this can be expedited. Ironically my mother can not set up another safe deposit box until she has her Real ID.
Yesterday I received a phone call from the same representative requesting a signed letter from me stating the safe deposit box number, its location, and where I want the contents to be delivered. The letter should also release Citizens from any liability above their {$1500.00}. Insurance limit.
I have since written this letter, but why was this requirement not mentioned when I met with her last Friday? Why does Citizens not have a form available that can be filled out to help expedite the process?
The closure of these safe deposit boxes has not been handled well by Citizens on several levels, first and foremost by not providing notification to owners of the boxes closing. Alumni associations and similar are very capable of locating people when they have moved ; it appears Citizens did not make a concerted effort to contact either my mother or me.
|
| 09/12/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Installment loan
|
- Problem when making payments
|
|
Web |
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|
I initiated a personal line of credit with Citizens One and their partnership with the XXXX XXXX XXXX program and was approved on XXXX
I immediately setup my account and registered auto-pay using my existing credit union checking account.
On XXXX I received a late payment notice via text, and immediately called their customer support. I was directed to the website for payment inquiries ; when I logged in I noted that the auto-pay date had been set to XXXXXXXX ( documented ). As this was not an option for me, it was apparent this was a technical issue on the lender 's end. I attempted to make a manual payment bringing my account current and received an error message ( documented ).
On XX/XX/ I called back to their customer support line and received assurances that the issue was on their end and this would not impact my credit. The representative manually corrected the auto-pay draft date and initiated a manual payment for the outstanding balance. I immediately received an email thanking me for my payment ( documented ).
On XX/XX/ I received a XXXX credit report notice including negative feedback from Citizen 's One ( documented ). I immediately initiated a dispute as Citizens had made it clear this was an issue on their end.
On XXXX I received a response to my dispute, which included that the lender found the feedback as correct and in fact was still delinquent despite the recent payment confirmation. My credit report even showed recent payments of {$0.00} ( documented ).
On XX/XX/XXXX I logged into the Citizen 's One website to find my auto-pay draft date had yet again been set to XXXX and I was unable to make manual payments ( documented ).
On XX/XX/XXXX I sent a certified letter to Citizen 's One with the above timeline and documented examples of their failure to provide adequate payment systems, and my willingness and desire to keep the account current. They responded that they found the negative credit feedback to be correct, and included the terms and conditions of the loan.
I stand by the fact that Citizens One internal systems failures ( as acknowledged on their own recorded lines ) made it impossible to maintain a current payment status using the approved methods they advertised. Their misleading payment confirmation emails and inability to take payment continue to impact my credit history two years later, well after the loan has been paid off.
|
| 02/23/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
I would like to file a complaint about missing funds in the escrow account associated with the home equity loan with Citizens Bank. The mortgage was originally associated with Investors Bank, which has been purchased and merged with Citizens Bank in XX/XX/XXXX. As of XX/XX/XXXX, the Annual Escrow Account Disclosure Statement provided by Investors Bank suggested I had a {$90.00} positive balance in the escrow account. Based on the Investors Bank 's Annual Escrow Account Disclosure Statement, I would have a surplus of {$52.00} and I received a check for the surplus. Throughout XXXX, I have always paid my mortgage payment including contributions to the escrow account on-time and the property tax stayed essentially the same. However, in XX/XX/XXXX Annual Escrow Account Disclosure Statement provided by Citizens Bank, I was informed that I had a negative balance of - {$150.00}. The loan with Investors Bank was transferred to Citizens Bank on XX/XX/XXXX. As such, I called and inquired the escrow department with Citizens Bank and I was told that from their records, my escrow account in the beginning of XXXX was in a negative {$30.00} plus balance. There are two issues with my escrow account : 1 ) The escrow account as of XX/XX/XXXX was in positive balance and I received a check due to surpluses. There is no way that the escrow account dropped to negative balance in the beginning of XXXX ( XXXX year end balance was {$90.00} and the surplus check was {$52.00} : {$90.00} - {$52.00} = {$37.00} ). 2 ) The escrow account is only used to pay property taxes. Given the property taxes stayed the same throughout XXXX ( i.e., no material increase ) and I have always paid my mortgage payment on-time, I could not understand as to why an initial negative {$30.00} balance would grow to negative - {$150.00} by XX/XX/XXXX. If the property tax stayed the same and I have always paid on-time, I would expect the deficit to stay roughly the same ( i.e., not growing from - {$30.00} something to - {$150.00} ).
I have filed XXXX with CFPB and Citizens Bank closed the complaint after the investigation stating " On XX/XX/XXXX, you notified Investors Bank of a delinquent tax bill you had received. '' as the reason for the escrow account shortage. However, I have never received delinquent tax bill nor contacted Investors Bank ( now part of Citizens Bank ) during XXXX and XXXX regarding delinquent tax bill.
|
| 11/27/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
Older American |
|
My complaint is against Citizens Financial Group/Citizens Bank On XXXX XXXX XXXX I made my monthly car payment on time. On XX/XX/, my car was totaled. My insurer XXXX contacted Citizens, and sent them a check to pay off my vehicle. The check received was enough to pay off the vehicle loan with a small amount left over. Oddly, Citizens has tried to include a XXXX payment with late fees, in my payoff amount and they will not release me from this loan. Citizens has attached a XXXX payment that is not valid. Citizens was notified of the total loss before a XXXX billing cycle occurred. I have contacted Citizens multiple times to resolve this issue. Yet it remains unresolved and I am ignored. I have spoken with a Supervisor at Citizens who confirmed that Citizens did attach a XXXX bill with late fees, to the payoff amount. I then sent in all supporting documents to show that I do not owe any payments or late fees. On XXXX XXXX XXXX a check was sent to Citizens, on my behalf, from XXXX XXXX XXXX XXXX XXXX This check was to clear up my past due amount with late fees. The check was in the amount that Citizens themselves had required and requested to clear my past due balance with the late fees. After the payment was accepted, I no longer had a past due amount or late fees with Citizens. I have not been late since Citizens received the amount requested to clear up my past due balance. Yet the following month of Citizens receiving the check, they re-attached the late fees that they had just received payment for. I have every document to support my claim that I do not owe Citizens anything. I feel like I am being bullied by Citizens. They refuse to acknowledge that I do not owe them. They are still billing me to date with a daily rate. They disregard me when I call and tell me to just pay it because they're not taking it off. Citizens knows very well that billing is no longer applicable. Along with the XXXX at Citizens confirming that they did attach a XXXX payment after the total loss. The amount requested ( aside from the new daily rates now being charged ) The amount is the equivalence of 1 payment plus the late fees that they have already collected payment. Citizens has now added a XXXX payment! They will not clear me from this loan nor will they give XXXX the title. Citizens is a big XXXX. I am XXXX XXXX XXXX and I feel like they are trying to wear me down because I am a XXXX
|
| 06/15/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem with the payoff process at the end of the loan
|
|
Web |
|
|
I had an unsecured personal loan with Citizens Bank that I had gotten when I was in their employ. A few years went by and I no longer worked for them and the loan was paid off.
I thought everything was great and I still had a decent image of the company, so my fiance and I decided to open a joint checking account there. Then a few months after having the account, my debit card stops working on a Friday afternoon, which was odd because I had gotten paid that day and there was ( should have been ) a few hundred dollars in the account.
I log into my online banking to see that {$280.00} or {$380.00} ( it's been a few months ) debited from my account and all it says is " dda memo ''. I know from working for them for over 5 years that this means that the bank itself has taken money for something you owe ( an account sent to collections ). Which I'm not aware of anything that I may owe, because I had paid off the previous loan and had received no correspondence in the last 2 years since I had banked with them that anything was outstanding. Also, nothing had been reported to a credit bureau.
Best part is, they did this right before closing on a Friday night, so I'm frantically making calls to find out what's going on, only to be told that all the departments I need to talk to are closed and don't reopen until Monday morning. I spend all weekend with no money and not being able to pay the bills that money was to go to.
Monday morning I finally get to talk to someone after being transferred a handful of times to find out that apparently my loan had been paid off, but for some " glitch '' the system never recognized the payment and the system decided I owed that money and just pulled it from the deposit account that I had with them. Basically an " oops, sorry, the computer messed up ''. They offered to fix the issue, however the refund of my money could take up to 48 hours to be refunded to my account. So, they can take money instantaneously but make you wait to put it back.
I ended up getting my refund, but then about a month later I got a letter in the mail showing the amount and letting me know that the loan, which I thought had been paid off years before and had been reported to the credit bureaus as closed, was now paid and closed.
All in all, just a ridiculous situation with some shady bank practices and I closed my accounts and will never bank with them again.
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| 02/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Dear Sir or Madam : I applied for a mortgage back in XX/XX/XXXX for an apartment I was purchasing. The apartment was {$240000.00} and was intending to borrow 80 % ( {$190000.00} ) and put down a payment of 20 %. I have perfect credit and had, at the time, almost {$500000.00} in my investment account. In XXXX, I was furloughed from my job as a professor at XXXX XXXX XXXX where I made {$91000.00} in XXXX ). I was told that because I no longer have the job, I was going to be denied.
Having asked my mortgage broker what to do, he said have your father cosign the loan. My dad is retire, but also has perfect credit and has {$1.00} XXXX in liquid asserts as well as a house worth {$750000.00} that is fully paid for with no debt. They told me they were starting a new application in the beginning of XXXX XXXX I have emails to prove this ), but this was not started until XXXX as attached documents show.
I was told that because he is retired, we STILL would be denied, but that using all of our income together ( by this time, my investment account had ballooned to {$700000.00} ), I can qualify for an interest-only ARM at a higher rate. The payment would be only {$560.00} a month. I told them to do it, even though I had to refinance after 10 years. Although it was not optimal, I felt I had no choice.
After waiting 6 more weeks ( this is now almost 5 months and the owners of the apartment were frustrated ), I was told on XX/XX/XXXX that I was going to be denied.
I just received the denial letter, which claims tha t there was insufficient cash as well as unable to verify income. Both of these are untrue as I was told this would be enough for such a small loan and they were provided all documentation.
I feel that this was incompetence and misrepresentation of the broker and on the bank to string me along for over 5 months for such a small loan for someone who was furloughed, with perfect credit, a cosigner, more than {>= $1,000,000} in liquid funds, and applying for an interest only loan.
I believe based on the denial letter, that I was not fairly evaluated ; documents were probably not even looked at ( considering that there is 15 times the amount of cash to back up the small loan ) and was led to believe I would be approved, especially since I have spent my whole life with perfect credit and due to COVID, was furloughed and would soon get either my job back or another.
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| 03/15/2021 |
Yes |
- Checking or savings account
- Savings account
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- Closing an account
- Can't close your account
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Web |
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Draining money out of Landlord -Tenant Escrow Account Dear sir/madam I have an escrow account opened in XXXX for $ XXXX for rent security deposit of my tenant, XXXX XXXX. ( See W-9 provided to bank & all statement show XXXX XXXX XXXX as tenant ) He has vacated my property and I need to cancel the escrow account. I went into Branch on Saturday XX/XX/XXXX, I was told money is draining out of my account as fees. I asked how come Escrow account loose money, it should rather gain interest. I waited for call from branch no call came and went branch with letter. I was told that there was monthly fee being charged of XXXX per month and more than {$300.00} were gone.
I have been to branch twice since then ; This account was incorrectly opened by the staff as checking account, even though I have asked for Escrow account & provided W-9. I had 4 similar Escrow accounts which were opened correctly as saving accounts by branch staff and I had no issues closing them after my tenants vacated got full money with interest.
I am getting blamed for not reading monthly statements and visiting branch on time to get it fixed and coming after 5 years.
Little background on this account, back in XX/XX/XXXX I accidently found money is draining from this escrow account, I went to branch they fixed by making it total XXXX however then also they didnt change to Saving escrow they left it as checking account. ( see XX/XX/XXXX statement attached ) I never thought Escrow account would drain my money out in fees. So never looked up the statements again since XX/XX/XXXX. When I went to close on XX/XX/XXXX I was shocked.
Manager asked me of proof of Lease and lease renewals which I emailed, and I will forward to you too.
When manager said he didnt get emails, I showed the lease and renewals in my phone too. Manager offered $ XXXX fee credit to me as if it was my mistake of opening an escrow as checking account.
This I feel is lack of training and lack oversite on staff who are opening Escrow accounts as checking. I am not sure how many other escrow accounts are opened as checking accounts and fees being collected on them.
So, I request to fix the issue and refund my escrow account money total of XXXX/- ASAP.
I am coping this email to CFPB ( Consumer finance protection bureau ) to get this resolved and investigate how many other Escrow accounts are being charged with fees.
Thanks XXXX XXXX
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| 03/30/2018 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Fraudulent loan
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Web |
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I attended XXXX in the Fall of 2015. I had applied for financial aid on the first day the application was released and sent back my information on the first day it was available. Yet, I still did not receive Financial Aid until I came to Campus for move in day.
A week after XXXX break my aunt died. I had to leave to go home to MI to be with my family at that time. Because of those circumstances my financial aid situation was neglected when I came back to XXXX I was required to pay half of my balance to continue my studies. I did so. After that I received notification that there was a loan from Citizens Bank on my account. The issue? I never applied for a loan from them. It was being processed on my account even though I disputed this with the Office of Financial Aid. They instructed me to reach out to the bank itself, which I did and they verified that they had not sent me a loan for those funds. I wasnt in the headspace to dispute this. These funds never existed and prevented me from making a payment on my account At the time of the situation the loan had been processed on my account and I received no assistance from XXXX when trying to figure this out. When I looked today, the loan had been cancelled but it's existence on my account when it was never filed for is proof enough of this fraudulent loan.
During this time my mother became very ill and was involuntarily committed to a XXXX XXXX. I contacted the financial aid office to notify them of this and to ask for more assistance but was told that there were no more funds in the student needs based grant program. At this time I was receiving $ XXXX/ semester and was requesting more because my mother was, as stated before, XXXX and so she was not even aware of the situation. At this same time, students and staff were stealing {$1.00} million worth of needs based grant assistance from XXXX and this is why they had no funds to assist me. In one semester a student received the university need based grant in excess of {$60000.00}. XXXX had a student stealing money for the need based grant program that I qualified for and when I contacted the Financial Aid office, which was being run by these officials and students, they refused to assist me with any further grant funds and hung up the phone on me multiple times. The people who were stealing the grant money, refused to use the funds for their allocated purposes.
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| 11/18/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Went into forbearance in XXXX. XXXX due to unemployment from Covid. Submitted application packet 1 for loan modification options to begin repayment in XXXX XXXX. Called so many times. Was told packet was lost in mail. Submitted 2nd packet in XX/XX/XXXX. Never heard back. Could not log into account, did not receive any statements. Every time I call, it takes at least an hour. Called my XXXX XXXX XXXX XXXX about it. She said XXXX have a partial payment plan option. To ask for that. I would begin regular mortgage payments and begin scheduled payments on the past due amount from the forbearance period. They ignored her emails. She was persistent and was eventually told they do not participate in the program. I was told they received the packet in XX/XX/XXXX but it had expired. I called often and asked for a system. I was asked again to send another loan modification application. They are like 15 pages long. I told them no. I started making double payments in XX/XX/XXXX. The loan is still behind. XXXX from the chairman office at citizen called after hearing my complaints. She sent me papers to fill out, and I scanned and emailed them that say. This was in early XXXX. I mailed my XXXX, recent paystubs, hardship letter for why I went into forbearance in XXXX. Two weeks later I was sent a letter saying they needed another letter and recent paystubs. I literally had gotten paid that day. I emailed it in. This week I got a call from XXXX in the office of the chairman. She said she is closing my case because it seems like things are okay now. I told her I had gotten no response from loss mitigation. She said it takes them 30 days or so from the date of the packet. I told her it had been 30 days. She said she couldnt help. Loss mitigation needs to contact me, I told her I have been making double payments since XXXX and I need to see a statement. I was told there are no statements when in loss mitigation. I was about XXXX behind on payments. It is currently around XXXX by my calculations. I sent an email requesting they do not close my case as it is not resolved and that Id line them to communicate through legal representation from this point forward. I have not hired a lawyer. XXXX emailed today asking for my attorneys contact info. I have not heard anything from loss mitigation still. I guess I am going to waste money on hiring a lawyer instead of paying the mortgage.
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| 03/05/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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Hi my name is XXXX XXXX and Im contacting you guys on behalf of my self and my problems with my accounts at citizens bank. 6 months ago my mother and I had got into a fight and because of the fight she transferred my XXXX dollars into her XXXX account, my mom then decided now that since it was time and since I was going to be moving out she transferred the money back to the account I have jointed with her and from there I transferred it into my new account that I just made recently in my new account I had XXXX something dollars in that account before I added what was left from my XXXX dollars that I originally had that my mother had taken 6 months ago into my new account and the amount I had was XXXX. So I transferred the XXXX into my new account and now my funds are on hold because I called the bank many times and the representatives I had spoken too couldnt tell me much about my account and why I couldnt see the money but that my funds in total were there, since I had XXXX something in my new account when I added the XXXX that left me with XXXX I took XXXX out a couple days ago and I shouldve remained with XXXX but my XXXX came in today and I transferred the funds into my new account because I didnt want my mother to steal my money and now my taxes are also on hold with the rest of my money. I was told by the representatives that my funds were under further review until the XXXX of this month and that I should receive a letter in the mail telling me how to continue and Im filling this complaint because my funds shouldnt be on hold because I did nothing wrong I have my bank statements and my pay stubs to prove that the money I had in my account were mine 6 months ago before my mother decided to take it from me and use it. I finally get the remainder of what I had back and now Im having troubles with my bank and the fact that they cant tell me why so Im just hoping and praying that you guys can give me answers were my bank couldnt and please help me so that I can use my money I have bills to pay and I cant wait till the XXXX of this month just to hope that my money will no longer be under review which I still dont know why its under review I really hope you guys can help me Ive never had any problems like this going on two years that Ive had citizens bank and now this is happening to me which i feel is wrong especially if I cant get a reason why from them.
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| 02/04/2021 |
Yes |
- Student loan
- Private student loan
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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XXXX is my second language. I have a friend entering this information for me.
I cosigned two student loans with Citizens Bank in XX/XX/XXXX. I cosigned one loan in the amount of {$2900.00} for my sister XXXX XXXX and cosigned another loan in the amount of {$11000.00} for my sister XXXX XXXX. XXXX is a XXXX XXXX XXXX for fall & spring semester. My understanding was that both loans had no payment due.
In XXXX I got a call from Citizens Bank stating I would soon be 90 days past due on the account for XXXX. I never received any bills, calls or notices for this student loan being due.
I called XXXX on XX/XX/XXXX with help from a friend, XXXX XXXX - we spoke with XXXX at XXXX XXXX XXXX about why that loan was in repayment. We were told that when we filled out the loan paperwork at Citizens Bank - a box was checked stating I wanted to make payments right away on XXXX 's loan and a box was checked to defer on XXXX 's loan. Also XXXX XXXX stated that email communication was checked on the application therefore all payment notices were sent to student 's email even if the loan was co-signed for. The Citizen Representative filled out these forms for us and this was an obvious mistake.
This was new information to me. XXXX is a XXXX XXXX XXXX beginning a 4 year program. She was in school full time from XX/XX/XXXX and is enrolled full time for the spring semester XXXX.
We called back again to XXXX XXXX and spoke with a XXXX. We described what we had learned and he said we needed to fill out a School Verification form proving that she had been full time, then take it to the school XXXX XXXX XXXX and they would complete it, then forward it to XXXX XXXX proving she was a XXXX XXXX XXXX. Once that was completed they would reverse the late charge reporting.
XXXX sent us the form XX/XX/XXXX and it was filled out by the school on XX/XX/XXXX and sent to XXXX XXXX.
Today XXXX we checked with XXXX to see if the lates charges were removed. They were not removed. We called XXXX XXXX today and spoke with XXXX. He said they had received the school verification form from XXXX BUT he stated very clearly that the reporting can not be reversed even though a mistake was made at the Citizen 's branch.
My credit score with these two late payments has dropped my credit score 90 points and I am trying to reduce my housing payment by {$300.00} through a refinance and now can not do it.
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| 06/10/2017 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
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I am writing to register a formal complaint against Citizen 's Bank r egarding predatory overdraft fees. On the morning of XXXX XXXX 2017, I lo gged into my online banking account via the Citizen 's Bank smartphone application, at which point I learned my checking account was overdrawn by {$20.00}. Upon closer examination of my recent transactions, I discovered that Citizen 's Bank had levied XXXX overdraft fees of {$35.00} each against my checking account on X/X/2017 , for a total of {$100.00} in overdraft fees. My account was not overdrawn as of XXXX XXXX 2017. Ac cording to my records, my account had a positive balance of {$75.00}, nor were any pending transactions listed. Please note that Citizen 's Bank 's smartphone app does display pending and " on hold '' transactions prominently, and that no such transactions had been displayed. I contacted Citizen 's Bank for an explanation. I was told by a representative named XXXX XXXX that the most recent deductions and debits in my account had occurred in a different chronological order than that displayed in my online banking account, which had resulted in the first of the XXXX overdraft fees. I asked XXXX XXXX 's supervisor, a woman who identified herself as XXXX XXXX , to waive the fees, and was told that although Citizen 's Bank could not be held responsible for the problem, the bank would be willing to refund XXXX of the XXXX overdraft fees - a strange solution to a problem they had supposedly not caused and could not be held accountable for. Shortly after the conclusion of the conversation with XXXX XXXX , I learned that Citizen 's Bank had refunded XXXX of the XXXX overdraft fees, despite having not been explicitly instructed by myself to do so. Again, this seems strange, given Citizen 's Bank 's refusal to accept responsibility for this error. This fee rebate can be seen in the attached screenshot of my recent checking account activity. Given Citizen 's Bank 's history of deceptive practices regarding checking account fees, I wish to formally complain about these unfair and predatory banking practices. My income is very modest, and to lose so much money to fees that could have easily been avoided had Citizen 's Bank provided me with accurate transaction records is not only utterly infuriating, but also completely unacceptable.
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| 05/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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When shopping for a home loan, one of my criteria is that the mortgage company would have a bi-weekly or twice-monthly payment plan that accelerated the payoff of the loan, and saved considerable interest, by crediting interest savings from the split payments.
The loan officer representing Citizens One bank stated his bank had such a plan. He even documented how the plan would work in explicit detail in an email message.
However, when the payments were made bi-weekly, starting in XX/XX/2019, reconciling mortgage statements with the amortization schedule provided at closing, it was apparent that the payments they were not being applied as expected given the documented explanation of the loan officer employed by Citizens One.
What happens is that Citizens One buffers the payment until the due date and applies the split payments as one payment. So, there is no accelerated payoff from this aspect of the program. By making bi-weekly payments, there are two months of the year where three payments are made, amounting to an annual principal deduction equivalent to one monthly payment. The interest savings and payoff acceleration from this aspect of the program are inconsequential.
After unsuccessfully trying to resolve this will the loan officer and Citizens One phone representatives, the loan officer transferred the complaint to the Citizens One Office of the Chairman, and I lodged a complaint with the XXXX XXXX XXXX in XXXX. I provided the representative of the Office of the Chairman with a detailed accounting of the problem in a document that included the loan officer 's explanation. The representative responded via hard copy mailed on XX/XX/2019, and via a XXXX response on XX/XX/XXXX.
In her response, she stated that the payment plan does not process payments in the manner explained by their loan officer, and I would not realize the accelerated payment or interest savings as expected. However, she did not directly acknowledge that the loan officer misrepresented the payment plan. This leads me to believe that the loan officer will continue to misrepresent the payment plan, and so this complaint to the CFPB.
I will provided to the CFPB the documentation provided to the Citizens One Office of the Chairman as an attachment.
It is my belief that Citizens One is an untrustworthy mortgage company and should be investigated for this misrepresentation.
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| 08/05/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I tried to sell the house previously, but it was reported at court as if I had a XXXX mortgage taken out on it ; XXXX got appraised at XXXX. My mother got sick, and she's on hospice currently, so I thought it would be good to have tenants and pay everything. They up and left, no 30 day notice, no nothing. So I hired a cleaning company, the assessment, cleaning, trash removal, etc. That said local company, instead, they MOVED IN. I have informed the mortgage company every step of the way, including the lawyers, and was told to wait, until we can all reach an agreement. I have made an insurance claim for my house, for stolen belongings, property damage, vandalism, theft, and worst of all, them impersonation a federal employee. Due to the squatters being in my house, having to e-file from XXXX, having the extra XXXX ( from XXXX to XXXX ), the payments were missed. I've lived at this address for XXXX years now, no issues. Since I had left, got fines and warning letters from the HoA, due to their irrefutable behavior. The mortgage company said XXXX thing over the phone, and completely different outcome over the phone. I just got the court date letter, with the court date, as wellad a letter informing me of accelerated foreclosure process beginning. Although I stayed in the house for the last XXXX weeks since I got back, fixed it where it needed, and cleaned iaw. Law required, they won't help. I need help, please help...
The mortgage company is not giving me the option to pay the monthly mortgage and add partial from what I owe, but rather pay it all at once, no other option to work with me. I am a XXXX XXXX veteran, single mother, and started a business last month, so I could pay XXXX, and pay off the mortgage within XXXX years. My credit score is very poor now, also due to this being reported to the credit bb and affecting everything else as a snowball effect. I am not being given the chance to remedy as I can as I am able to, for it is impossible for someone to get legally XXXX, and pay off whatever is owed, to get it up to date and avoid foreclosure ( accelerated, since they know it's a profit margin of XXXX, if sold right now ). Please help, please advise, I am willing to do whatever it takes, to save my house, and to stay, in my house, not to be forced to leave, after I had just saved it from being rebuild, due to the damages caused by the squatters
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| 02/04/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I took out a HELOC in XX/XX/XXXX against my principal property. I paid that loan off on XX/XX/XXXX but somehow I ended up having a {$0.00} ( XXXX cent balance ). Because of the outstanding interest rate on the HELOC ( 2.99 % ), I was advised to keep the loan open instead of closing it at that time, incuffing an annual fee of {$25.00} to keep the line open. I have paid each year in XX/XX/XXXX via a direct payment from my checking account at another bank. At the end of last year, I was notified that the HELOC was coming to the end of the draw period. I called to close the account and was told that they could not take a {$0.00} cent payment via transfer. On XX/XX/XXXX, I received a bill from the bank stating that I owed {$37.00} including a {$37.00} late fee. I called CS and requested that the fee be waived, which I was told would take 3-5 business days for a response. I was also told I would need to pay a {$74.00} fee to have the Lien Released on my property. I was able to may a payment from my other back checking account of {$1.00} to make sure I have no more balance on the Line of Credit. I called XXXX County Controller 's office and was told that the fee for the bank to release the Lien is {$54.00}. I reviewed my HELOC contract which states I may only be charged a release fee equal to the amount of the 3rd party fee ( which in this case would be the Controller 's office ).
Today, I called the bank back to see the outcome of my request to have the fee waived. The bank did waive the fee, but I only found this out by talking to a supervisor, because the initial CS agent told me it was denied. I also explained to the supervisor that XXXX County Controller 's office stated the fee is {$54.00}, not {$74.00}. She said that XXXX County " has not notified the bank of any fee changes ''. After paying the the {$73.00} balance, I asked how I would receive my refund for the extra {$20.00} payment to the Controller 's office, and she stated that if the bank received a refund from the controller 's office that it would be forwarded to me. ( I have a very hard time believing that this will take place. ) Cudo 's to the Lender for waiving the crazy {$37.00} fee.
They could have done a much better job explaining the Fee to " Close the account '', and there is the issue of the discrepency between what the Controller 's office told me and what the back is charging.
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| 09/18/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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I received a promotional post card to open an account at Citizens Bank in XXXX, Ma. In XX/XX/2022. The promotion was for opening a checking account or a savings account and subsequently receiving {$300.00} for each account, after making 3 consecutive deposits over the next 3 months. The {$300.00} should have been credited to my account in XX/XX/2022. At the time I opened the account I inquired as to whether I needed to open a checking account and a savings account. I was told by the bank representative that I did not have to open both accounts. I was assured by another bank representative, XXXX XXXX, that I would qualify for the {$300.00} for opening a savings account alone. I met with XXXX and opened the savings account with the understanding that I would receive the promotion after making the required monthly deposits. I made the required deposits. The {$300.00} promotion was never credited to my account. I called the bank in XX/XX/2022, and was transferred to an escalation supervisor, XXXX XXXX in Pennsylvania ). XXXX told me I was required to open a checking account at the time I opened the savings account under the promotional offer. She said I would receive no money. Her response was not consistent with what I was told by bank employees at the branch where I opened the account.
On XX/XX/2022 I contacted XXXX XXXX at the branch bank where I opened the account. He looked into the matter and told me I would not be receiving the promotion.
I would not have opened the account if it had been made clear that I wouldnt have qualified under the promotion. I retained the post card that had been sent to me, and it is not at all clear that both accounts needed to be opened. Two people from the bank branch also interpreted the promotion the same way that I did.
The promotion is clearly misleading. I am an XXXX and my husband is a XXXX XXXX We both considered the promotion as only requiring one account ( savings or checking ) to be opened. Branch employees agreed with out interpretation. The misleading promotion turned out to be a waste of my time in opening an account, and following through on meeting the required monthly deposits. Please investigate this matter, as I feel the bank has fraudulently led people to believe they will be receiving something they had no intention of following through on.
Thank you in advance for looking into the matter
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| 09/27/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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I am writing to file a formal complaint against Citizens Bank regarding several accounts ( Checking, multiple CD accounts ) My father passed away on XX/XX/2023. His accounts at Citizens were designated as payable on death to me, his son and only heir.
On XX/XX/2023, I downloaded, completed, notarized, and submitted the appropriate Citizens form with an original death certificate to begin the process of closing the accounts and transferring the accounts.
On XX/XX/2023, after not hearing back from Citizens, I attempted to inquire about its status by contacting Citizens Bank 's customer service. However, I was directed to my father 's bank branch in XXXX XXXX, PA. The bank representative at the branch confirmed that they had received the information about my father 's passing and requested additional documentation, specifically a funeral bill, which I promptly provided. The next day, I was informed that the release of funds hinged upon my submission of a short form from the Pennsylvania court system.
I told the bank that I will not be able to provide a short form as there is a delay in processing the will ( which does not affect a payable on death account. ) XX/XX/2023 After consulting with an attorney, I have come to understand that such documentation is unnecessary for accounts designated as payable on death. Furthermore, there is a time constraint as I have less than a month left to take advantage of the opportunity to settle estate taxes ahead of schedule to receive a discount in relation to these accounts.
I sent a registered letter to Citizens corporate address, XXXX XXXX XXXX, XXXX, XXXX XXXX. They confirmed that they received the original form, but then sent then forwarded my letter back to the branch that is denying the account transfer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX I requested an update by XX/XX/2023 and have not heard back from the bank handing the account.
It's important to note that Citizens Bank is the sole financial institution requesting this additional, unnecessary information.
This situation has become increasingly frustrating, exacerbated by the fact that despite my efforts to seek assistance from Citizens ' customer service and to connect with someone knowledgeable in estate planning, I am consistently redirected to the branch that has deemed these extraneous documents necessary.
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| 10/16/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Confusing or missing disclosures
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Web |
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I opened One Deposit Checking on XX/XX/2019 in response to the attached offer to get {$300.00} when I open a checking account and make a direct deposit of {$500.00} or more within 60 days.
Based on attached statement dated XX/XX/2019, you can see that the account was opened on XX/XX/2019, and, based on attached statements dated XX/XX/2019 and XX/XX/2019, you can see that direct deposit of {$250.00} was made on XX/XX/2019 and another direct deposit in the amount of {$250.00} was made on XX/XX/2019. Therefore, total direct deposit of {$500.00} was made within 60 days from the account opening.
I called Citizens Bank on XX/XX/2019 and spoke to supervisor XXXX in Rhode Island who told me that there was supposed to be a single direct deposit of {$500.00} not total direct deposit total of {$500.00} within 60 days from the account opening to be qualified for the bonus. As you can see on attached offer, the offer does not tell specifically single direct deposit, it just mentions direct deposit and, as a result, it was my understanding that a direct deposit total of {$500.00} would make me qualified for {$300.00} bonus.
On XX/XX/2019 I sent attached letter address to Citizens Bank CEO XXXX XXXX XXXX at the address of XXXX XXXX XXXX, XXXX, RI XXXX but I have not received response as of XX/XX/2019.
I hope it was a mistake on Citizens Bank end to omit word single in front of words direct deposit and I hope that that my account will be credit with {$300.00} bonus. However, if Citizens Bank intentionally omitted word single on the offer, this situation may qualify under enclosed Federal Trade Commission Act paragraph Vii. Unfair and Deceptive Practices that states : An act or practice may be found to be deceptive if there is a representation, omission, or practice that misleads or is likely to mislead a consumer. Deception is not limited to situations in which a consumer has already been misled. Instead, an act or practice may be found to be deceptive if it is likely to mislead consumers. A representation may be in the form of express or implied claims or promises and may be written or oral. Omission of information may be deceptive if disclosure of the omitted information is necessary to prevent a consumer from being misled Acts or practices that have the potential to be deceptive include : omitting material limitations or conditions from an offer
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| 10/19/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
XX/XX/ My wife and I have a joint checking account at Citizens Bank. On XX/XX/, my wife deposited {$2900.00} in cash at an ATM of a branch office. During the transaction, the process hung, and a teller told my wife she would come out and resolve it. The teller and others from the office could not retrieve the debit card but saw that the cash was deposited. A 'DDA Statement Inquiry ' was printed out for my wife to acknowledge the ATM deposit of {$2900.00} and the balance on the account was updated as such.
On XX/XX/XXXX, I paid a mortgage. My account should have had plenty of funds in it, but then, to my surprise, I received a notification by email that an 'overdraft line transfer ' occurred. On reviewing my account, I learned that on XX/XX/XXXX, Citizens bank made a 'Debit Memo, DDA Debit ' of {$2900.00}, which is a reversal of the deposit made on XX/XX/XXXX.
I called a customer service line at Citizens Bank and asked what had happened. After about an hour of confusion at Citizens Bank, the best the person could do was open an investigation. He admitted that there were no notes or records that would justify taking the money.
A few days after XX/XX/XXXX, I received a letter ( dated XX/XX/XXXX ) from Citizens Bank stating that they completed their investigation and based on the information you provided and the documentation available to us, we concluded that the nature of your dispute is unclear. As a result, your claim is denied.
On XX/XX/XXXX, my wife went and spoke to the branch manager and asked about the status of returning our money. The manager didn't know what my wife was talking about and did not see any debit of {$2900.00}. When my wife returned and told me, I realized there was a severe problem, took an hour off from work, and went and talked to the manager. When she reviewed the account, she immediately saw that her office had debited {$2900.00} from the account. She had no explanation. She said she would look into it. I asked how long it would take? She said ten days. I said that is nonsense. She said, 'give me two days. ' I did not hear back from her. I called her on XX/XX/XXXX, and she was not available, so I left a message. She returned the call two hours later but didn't know who I was or why I was calling. I reminded her, and she said she would look into it.
As of XXXX, on XX/XX/XXXX, I have not received a status.
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| 09/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
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Web |
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My account had become overdrawn for a short period of time and was placed with their collections department. I ended up bringing the account current and was under the impression my account was still open and able to be used. XXXX days after bringing the account current, on XX/XX/XXXX, I went into a local branch and deposited {$9000.00} cash, brining my account to a {$9000.00} balance. At the time I made the deposit, I had received no indication that there was any issue with my account, but when I attempted to use those funds later that day, all transactions were being rejected.
Upon contacting the bank, I was informed that my account was in a " credit only '' status and I was given several answers as to how I could get access to the deposit I had just made ; however, all of them were incorrect. I was informed by their collections department that I had to go into a branch to be informed of how/when I can get access to the funds that I had JUST deposited ; but when I went into the branch, they made several calls and sent emails as I sat there for over an hour ... only to be told to go home and someone would call ... later. They were unable to tell me when that call may come through.
MANY days later, I received a call from someone at their HQ who said they were looking into it and they would call me the following week ( today ) with more information. When they called today, they again informed me of " work '' they were doing ( or going to do ) and that they hoped to be able to contact me this Friday with more information ; and hoped that the account could be closed and hoped that a check could be cut to reconcile the balance of account.
How is it possible that my account status could be changed and they could accept CASH funds without informing me of the change in my account status? How can they possibly accept a cash deposit on XX/XX/XXXX without informing me that I would not have access to those funds? How is it possible that they can keep me from accessing those funds for 15 days without being required to inform me of whether or not those funds will be released ; and/or when they may be released ; and/or why they are being withheld?
They should have rejected the cash deposit or at the very least, informed me that once deposited, those funds will not be accessible until some review is conducted and the decision is put up for review.
|
| 07/09/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Opening an account
- Confusing or missing disclosures
|
|
Web |
Older American, Servicemember |
|
XX/XX/XXXX, I received a Promotional Offer from Citizens Bank that came in the mail, offering up to {$600.00} if I opened a new checking and saving account. On XX/XX/XXXX, I went to the branch whose address appeared on the offer ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX ) and spoke with Associate XXXX XXXX ( XXXX ID # XXXX ). I explained that I just received this offer in the mail and asked her what I needed to do to receive the offer. I gave her the offer and she asked me if I wanted to open up both accounts to receive maximum offer of {$600.00}, to which I said yes. The offer required a minimum deposit of {$15000.00}, be maintained for at least 3 months, and the checking account required a direct deposit of {$500.00} or more within 60 days. The offer states that if the deposits were maintained for the required period, the bonus would be paid by XX/XX/XXXX.
I opened a XXXX XXXX account and deposited {$15000.00} by way of a personal check. I then opened a XXXX XXXX XXXX account with a {$200.00} personal check, and my Bi monthly direct deposits of {$170.00} started on XX/XX/XXXX and continued to date, totaling over {$1400.00}.
On XX/XX/XXXX, I contacted the customer service department after becoming concerned that I had not received a notice advising that I had met requirements of the offer, and date I would receive my bonus. Customer Service Associate XXXX XXXX XXXX XXXX office ) who reviewed my account and the offer, and believed that the requirements of the offer had been met, and advised that he would submit a pay request, and I should have the bonus within XXXX business days.
When I did not receive the bonus by XX/XX/XXXX, I contacted Customer Service again and spoke with a XXXX XXXX XXXX XXXX XXXX ) who stated that I should receive my offer bonus by XX/XX/XXXX.
When I did not receive a deposit in my account by XX/XX/XXXX, I again contacted Customer Service and spoke with Supervisor, XXXX XXXX. She would try to explain to me that I did not meet the requirements of the bonus, because I did not make a one-time deposit of {$500.00} or more from my direct deposit. She then referred the entire case back to the original Branch office to be investigated by XXXX XXXX XXXX ID # XXXX.
This complaint was supposedly turned over to the Branch manager on XX/XX/XXXX, and to this date XX/XX/XXXX, I have not been contacted by anyone.
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| 12/31/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
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An item that I did not purchase for {$170.00}, on XX/XX/XXXX, was charged back to my account on XX/XX/XXXX. I told ( emailed ) XXXX XXXX and Citizensbank several times that I wanted to cancel this purchase on XX/XX/XXXX through XX/XX/XXXX, before the transaction posted to the account. Criminals hacking my phone number, of XXXX, and pretending to work at Citizensbank, refused to cancel the transaction. They told me that I had to let it post to the checking account. That comment did not make sense. There are several convicts copying my phone number, so, they wanted XXXX XXXX to deliver the package and ruin my checking account. I am so frustrated with people copying my phone number and talking to me over the phone. I have contacted and called the local police and the attorney general several instances about this matter. I can not make important calls to banks or creditors.Many of my relatives were XXXX this year and I rarely got to talk to them because criminals were intercepting the calls.
XXXX XXXX delivered the package, anyway, causing, my account balance to suffer. After Citizensbank completed the, banking, transaction, I told Lasership delivery service to " please not deliver the package,. " I was dealing with a financial hardship. A criminal pretending to be a representative from XXXX told me that he was not going to deliver the package.
They delivered the package anyway. Several criminals were lurking near my home, during this time, as my father was sick. The criminals must-have evaded my home, because several items were stolen during XXXX through XXXX. I was saddened and distraught. They took advantage of my father ' s home while he was ill. Recently, on XX/XX/XXXX, the purchase of {$170.00} was returned by Citizensbank. I keep trying to call XXXX XXXX and Citizensbank, however, their are stalkers and criminals at XXXX, XXXX and some other XXXX speaking countries, intercepting the calls. They are intercepting the calls, so, that I am unable to speak with an, authentic, representative, from Citizensbank, to resolve the issue. I am not certain what is happening with my banking accounts, but, I believe that someone at XXXX, XXXX or XXXX is responsible for these crazy transactions that I am having now. Why they are harassing me? Why are they trying to ruin my life? Why are they stalking me? They might me be XXXX or have a XXXX too.
|
| 11/04/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
The underwriter for our mortgage through Citizens Bank, XXXX XXXX, has deliberately been delaying our mortgage process. The mortgage application was begun in XXXX 2015. It is now XXXX 2015, and we still have received the clear-to-close from the bank.
In XXXX 2015, XXXX XXXX finally informed us that there is a termite inspection requirement. She also made a false statement saying that the inspection can not be paid for by the veteran ( myself ) applying for the loan. This is in direct contradiction to federal law ( See XXXX XXXX XXXX ). After informing her of this law, she continued to insist that the veteran can not pay for it.
Furthermore, XXXX XXXX waited until XXXX XXXX, 2015, to request the results of the water test, which was performed on XXXX XXXX, 2015, which were also forwarded to her at that time. The test consisted of XXXX XXXX and coliform. XXXX XXXX then requested that nitrites, nitrates, and lead be included in the test, again falsely claiming that this was required by the VA. I spoke with XXXX XXXX at the VA Home Loan Center, who confirmed that this is not a requirement by the VA. After informing XXXX XXXX that I spoke with the VA, she redacted her requirement.
XXXX XXXX then requested a structural inspection of the property, once again falsely claiming it is a VA requirement. And once again, XXXX XXXX at the VA Home Loan Center confirmed that this was not required by the VA. After again returning to XXXX XXXX , she then changed her story and stated that the structural inspection is a requirement of Citizens Bank . I asked her why she did not inform us of this inspection at the beginning of the process, 3 months ago, and she did not produce a response.
In the beginning of the mortgage process, Citizens Bank informed me we would close on our property in XXXX. I correspondingly made arrangements for my new employer to begin employment at that time. Since we still have not closed on our house, I have been driving XXXX miles a day between XXXX and XXXX County, paying tolls each way. We sold our apartment in XXXX, but since we could not move into our new house, the buyers of our apartment allowed us to continue dwelling there. They finally could not tolerate the delay any longer, and I am now living under my desk in my office, and my wife is living on a couch in XXXX. All of our belongings are in a temporary storage unit.
|
| 12/09/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
First, I already have a complaint about Citizens One filed through CFPB. The complaint ID is XXXX. I have another complaint about this company. In the original repossession situation, Citizens One told me it would cost {$4900.00} to make my loan current so i could get my vehicle back. This amount accounted for my XXXX auto loan payment of {$1000.00} not posting in their system yet. This was the first week of XXXX and I had already confirmed with my bank that my {$1000.00} payment cleared my checking account already. Fast forward to XX/XX/XXXX, I paid {$3900.00} to make my account current and was able to get my vehicle back. I only paid {$3900.00} because the XXXX payment posted. I then set up auto payment with the company in an effort to prevent a future situation like this in the future. When I auto payment, I was told it wouldnt take effect for 30 days, and I received a letter stating the first auto payment would be XX/XX/XXXX. Because of this, I paid my XXXX payment over the phone on XX/XX/XXXX. I paid {$1000.00}, and my actual note is only {$930.00}. Today, XX/XX/XXXX, Citizens One took {$970.00} ( note plus a late fee ) through auto payment.
My loan should have been current. I would not have been able to get my vehicle back if it wasnt. This was XXXX. I then paid my XXXX payment which would keep it current. Yet, this company took money from me through there auto pay program a month before they were supposed to.
I have attached documents. One document dated XX/XX/XXXX says I owed {$5300.00}. This was never the number. The highest it was was roughly {$4900.00}, but I do not have the document stating this amount. I was sent a document by request though, and I believe it was dated XX/XX/XXXX. This XX/XX/XXXX document would have been 3 days before I actually paid what was needed to make the loan current. I paid {$3900.00} over the phone with the repossession service manager. This was the required amount according to her.
The second document stated the first auto payment would be drafted XX/XX/XXXX and then on he 5th of every month. Yet, they already took a payment when I already payed XXXX payment in the first place.
I have also include screenshots of my bank statements.
I feel this company is doing everything they can to put my loan in a default status again so they can repossess it again and double their money at auction.
|
| 04/24/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
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We closed our new construction with XXXX XXXX XXXX in XX/XX/XXXX. The escrows for taxes were based on our appraisal of XXXX until our County did their property assessment. The taxes they escrowed were XXXX XXXX XXXX / XXXX x XXXX ). In XXXX of XXXX, I confirmed that XXXX County had assessed our property at XXXX. This would bring my property taxes to XXXX per year. Since our County taxes are due semi annually, our bills are XXXX due XX/XX/XXXX and XXXX due XX/XX/XXXX. I contacted XXXX XXXX and explained the situation. They requested a copy of the real estate tax bill. I sent it in only to be told that an escrow analysis would not be done until XX/XX/XXXX.
In XXXX of XXXX, I contacted a representative and explained that my escrows were showing XXXX on XXXX and XXXX on XXXX, which was incorrect. She asked that I send in yet another real estate bill for proof that my taxes were, in fact, XXXX and XXXX. I sent in the invoice and was told that an order was opened and to check back on XX/XX/XXXX. In the meantime, I kept checking my account and within XXXX hours, my taxes were corrected in the system to reflect XXXX due XXXX and XXXX due XX/XX/XXXX. They had cut us an overage check in the amount of XXXX leaving a balance of XXXX in our escrow account. As far as the amount being withheld every month, they still reflected the incorrect amount of XXXX which is well above the required XX/XX/XXXX. The correct amount should be XXXX.
On XX/XX/XXXX, I checked my account and they had changed the taxes, again. It was now reflecting a XXXX payment of XXXX and a XXXX payment of XXXX. I contacted them via email and stated that the taxes were incorrect. I also questioned why there was a balance of XXXX in our escrow account. This amount was well above the required XXXX escrow cushion. I sent in yet another copy of my tax bill and explained that if it was not corrected, I would file a complaint. They explained that an order was opened and it may take time. It is extremely frustrating. I am unsure as to why they can not get not only my taxes correct when I have sent them in 3 invoices as proof and why they can't properly calculate 1/12 of my total homeowners and property tax. Furthermore, I am unsure as to why they are holding more then 1/6 of total for cushion. I have attached my XXXX County Taxes and all correspondence between XXXX XXXX and myself.
|
| 08/28/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
Hello I have been a citizen bank customer for three years, I enjoy most of my business and I can book with this company from a wide range of locations in my area or there Saturday hours are there reason why they had kept my business this far. But on Saturday XX/XX/2018 I make to wireless Deposits from my supplemental income or XXXX in the amount XXXX with my direct deposit from my employer after a few withdrawals I had XXXX I deposit the money into my account before XXXX because I had problems previous about deposits not going into my account because they update there systems. I made sure my deposit was complete and was added to my account by logging in to the mobile app after checking my balance I rest assure that all my funds were in my account. But the next morning on Saturday XX/XX/XXXXmy account was about hundred dollars off I thought I missed Calculated What are spend. And we just keep an eye on my account I even transferred any money that was for bills and select second checking account so I knew what I was spending on Monday I seen all of my withdrawals were Set up and nothing was pending or on hold so I transfer my money back into my count as well as made a {$360.00} deposit cash the ATM but again the next morning my account Was lower than expected but the posit that I had made less than 24 hours ago had a balance of {$100.00} lower than yesterday nothing was pending or should have been taken out of my account I waited for the banks are open I want to live in citizen bank on XXXX and XXXX XXXX XXXX I was humiliated made to look like a liar or a fool They tried to convince me that I spit something or something was still pending and was talking out of my account I try to explain to him that I had set the mobile app as well as my balance and what was in my account did not reflect the deposit that I made yesterday I asked for answers no one could give me any. I can home call the XXXX number and went over the Conversation once again the Agent could not explain to me where my money went I even spoke to a manager I try to explain that the mobile app it will show what has been withdrawn And the balance will reflect it but theres no purchases Or anything on hold Infacted I only made a mobile deposit in the last 24 hours they told me the could see any withdrawals so the only possible answer is the app was wrong about my balance
|
| 10/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
This complaint is in regards to the CARES Act and the inability of Citizen One Bank ( COB ) to timely remove my request from Forbearance, their tactics and handling of the process. Simply stated they are leveraging the Forbearance provision in the CARES Act to collect payments versus helping people.
In late XXXX I requested Forbearance from a COB mortgage for a home that is rented to a real estate agent. COB approved the Forbearance but did not notify me for until late XXXX forcing me to make a payment prior. So I accepted the Forbearance for the XXXX and XXXX payment.
In XXXX, I was able to begin making payments and began doing so. Again and unbeknown to me COB extended the Forbearance without notifying at all, no email, no phone call, nothing in the mail until they had already extended for another 90 days. I continue to make my payments and immediately contact them to get me out of Forbearance. COB stated they could not remove me from Forbearance until their Loss Mitigation Department had approved for the two unpaid balance to be deferred. They first stated it would take 10 days, then 30 days, and after 60 days it they still had no idea when they would get to the approved deferral.
The reason I ( and probably many others ) wanted out of the Forbearance is because we had a great opportunity to refinance our home mortgages at much lower rates. In light of the pandemic, this was a blessing to restructure this debt but it could not be done until the Forbearance closed was at least 2 months of regular payments were made.
I finally just had to repurpose some other bills to immediately pay the two months balance which was the only way the COB Loss Mitigation Department would remove me from Forbearance. And even so, they were incredibly hesitant to do so without immediate payment because if I did immediate pay the balance I could be reported to credit agencies.
So if COB had any interest in complying with the law, they did so in a shameful and wirily way. First they did not let me know in time to take advantage of 90 days of Forbearance, 2nd they extended the Forbearance without any approve or consideration from me, 3rd the locked me into a long and extended means of approving a deferral, and finally treated the Forbearance like a credit collection event versus the assistance that the CARES Act provided for and was intended.
|
| 07/03/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Hello. I am a victim of XXXX fraud. I have a debit card through Citizens bank which is tied to my checking account. I noticed that my account went into overdraft protection and I received an alert about that. This is what led to me noticing the fraud. I never lost physical posession of my debit card but somehow someone got the information and was using it to withdraw money through XXXX. I have never used XXXX I do not have an account on that website and I have no affiliation with them.
I called Citizens bank to report fraud that I discoved on XXXX ( ref number XXXX ). There were 26 seperate charges for XXXX each totaling XXXX from XXXX that I did not make. This occurred from XX/XX/XXXX to XX/XX/XXXX and each transaction was exactly XXXX.
I still can not understand why this was allowed to happen. This is clearly fraudulent activity and should not have been allowed to occur. Citizens did nothing to protect me from this whatsoever, it occured over a month. They took XXXX at a time every day or so, maybe skipped a couple and then took another XXXX, 26 times making it difficult for me to notice unless I logged on to look at my account. Citizens NEVER flagged someone taking out XXXX a day, 26 times.. This is unacceptable.
Citizens closed the debit card and sent me a new one through the mail. They told me that the stolen money would be returned to me 3-5 business days. This did not happen. Nobody has contacted me about this fraud after my initial report. Nobody has mailed or emailed me anything in writing. Nobody has called me about this. I understand there was a recent lawsuit files against Citizens for this exact same reason. It seems they have not learned their lesson and have no refunded me. I have NEVER reported fraud in my life this is the first time and I deserve to have the protection advertised to me. Citizens is not follwing their unauthorized transaction policy nor their debit card zero liabilty policy.
In addition, I have already received one overdraft notice ( which results in a {$35.00} fee ). I am now about to get another overdraft notice because it is now XX/XX/23 and my money has still not been returned.
I tried calling Citizens bank again on XXXX and asked to speak with a manager. I have now been on hold for 57 minutes and a manager is not answering my call. XXXX is the fraud number and the number I called.
|
| 05/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
I received a letter from the company confirming if I had changed the address on my credit card. I did not. Someone was apparently using my card. I contacted the bank and they informed me that I had to go to the bench to be verified in person. I learned that the perpetrator called in to their customer service and convinced them that she was me and chandlers the address, e-mail and phone number. Also changed online log in information and proceeded to use my card, which was a XXXX balance for months before this. This all happened in no of XXXX, early XXXX. I went to the branch XX/XX/XXXX and with the help of the branch personal, filed a claim over the phone with the fraud department. Prior to that the bridge person had been in contact with the credit card department Customer Service via chat, and had given them my information so that they could correct it, including phone number address and email. I was told it could take up to two billing cycles to fix. I was also told that they couldnt remove it from my credit report. I waited patiently through two billing cycles, and then had to make another appointment to find out what was going on. Apparently nothing was going on and the information wasnt saved in the system so the account still showed the perpetrators information instead. All I could get was a claim number that would show that I was getting my phone call escalated to a member of management and I would get a call within five business days. This appointment happened Friday, XX/XX/XXXX. I had to make another appointment to find out why I didnt get a phone call and I went in today, XX/XX/XXXX. The branch person got the credit card fraud department on the phone and they told me that the original claim was declined but because the address didnt get change I didnt get the ladder so I had been waiting for nothing the claim number I received play just a number that told me I was getting a phone call from a member of management and they did not start a new claim on me yet, so I have no idea why this wasnt processed in the Beginning. I had gone into the bridge timely in the very beginning when charges were still pending and now this Kriminal has gotten over {$5000.00} of money and merchandise. I have been getting collection calls and my credit report has been affected. I want this resolved immediately and I want my credit restored.
|
| 06/13/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American, Servicemember |
|
In XX/XX/2018 I instructed Citizens Bank to make an electronic payment using the Citizens Bank mobile banking app. The payment was for {$3100.00} and was to be sent to XXXX XXXX as the payment processing bank for my XXXX MasterCard which had been opened in XX/XX/2018. The payment of {$3100.00} was the full amount of the statement balance and my instructions to Citizens was this electronic payment was the be sent on XX/XX/2018 to in time to meet the payment due date of XX/XX/2018. By reviewing my bank transactions on-line on XX/XX/2018 I determined that the transaction had not been processed. I visited Citizens bank on Friday XX/XX/2018 and learned that Citizens had opted to prepare a paper draft drawn on my checking account and send it via mail in lieu of the electronic payment as I had instructed. The banks stated reason for this action was to protect my funds from being misdirected as in their experience, a paper check was easier to track than an electronic payment. The banks customer service person made calls to Citizens Bank payment processing departments as well as to XXXX customer service department only to learn that neither Citizens nor XXXX could provide information as to the whereabouts of the {$3100.00} payment. In the following week, I learned that the paper check ( # XXXX ) that Citizens had prepared had been processed by XXXX XXXX XXXX for credit to their customer, XXXX. Over the next several months, I made several visits to Citizens, made several phone calls to Citizens, XXXX and XXXX, all to no avail. In XX/XX/2018, acting on Citizens instructions, I filed a sworn affidavit regarding a fraudulent check claim ; it also proved fruitless. Citizens instructed me to contact XXXX XXXX and/or XXXX, as in their words, Citizens had done what they were instructed to do and they could not assist me any further. I have filed a complaint with the Massachusetts AGs office and their efforts have also produced no results. This matter is now eight and one-half months old and I have incurred an additional {$170.00} in interest charges while trying to resolve this matter. I have a very detailed written description of these facts with account numbers, addresses and names and telephone numbers of people whom I have contacted as well as notes of the substance of each conversation. As of this writing, I am still without my funds.
|
| 10/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX, my wife and I brought an insurance check issued to replace the roof on our home to Citizens Bank for endorsement as they had been named on the check in addition to my wife and me.
The branch representative explained they could not endorse the check, but she would send it to the " back office '' for processing. We gave her the check as well as copies of the insurance company 's claim approval letter, their adjuster 's estimate showing the same amount as the check and a copy of our signed work order with a well-established area roofing company that we 've engaged to do the repair. She explained the back office would get our check and documents no later than XXXX,XX/XX/XXXX, and we could expect the check back in a few days.
All of that sounded reasonable. Everything since has been nothing of the sort. As of XXXX, XX/XX/XXXX, we still do not have the check, much less a specific promise from the bank as to when we 'll get the check back with their endorsement, any sort of explanation as to why this has happened, or the courtesy of a call from a manager with direct responsibility in this area to explain anything.
I have spoken with no less than five different bank representatives from three different locations since XX/XX/XXXX, one week since we gave the bank this check. Follow up from the branch has been fine, but they have n't been informed and have no authority in this matter. Outside of the branch, they tell me they understand my frustration, assure me they are working diligently to resolve my issue, but provide no results.
No one has explained to me where my check is, what the bank 's process and procedure is for checks like this that exceed the branch 's authority nor when this will be resolved and my check returned to me so I can get my roof replaced before winter.
I ca n't be the bank 's first mortgage customer with a home insurance claim over {$20000.00}. Is this the best they can do? Does n't the law require them to perform better in matters such as this? If not, should n't it?
If the bank 's concern is I might take the money without doing the repair, then require a work completion notice from the roofing company and call the note if I fail to provide it.
If that 's not their concern and they just mishandled this several times over, own the problem, apologize and make it right immediately.
|
| 06/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
|
|
I received a check in the amount of {$29000.00} from my insurance company and attempted to deposit that check in a Citizen 's branch on XX/XX/XXXX.
I received a confusing letter in the mail from Citizen 's ; the letter said that the funds from the check would be delayed, but available on XX/XX/XXXX, 6 days after the check was deposited. The letter ALSO stated that Citizen 's believed the check will not be paid. I have attached a copy of the letter.
On XX/XX/XXXX, the account was credited {$29000.00} ( dated back to XX/XX/XXXX ), but then immediately debited the same amount. We spoke to a branch representative, and they said that the credit was a mistake, that the check would be returned to us in the mail, and that the funds would be sent back to XXXX XXXX, our insurance company 's bank. I am attaching a copy of the relevant transactions from the bank statement.
We did not receive the check in the mail. When we called Citizen 's to ask about the paper check, they said they return the checks to XXXX XXXX and that there is no way for us to get the check back. They advised us to ask our insurance company to reissue the check.
When we spoke to the insurance company on XX/XX/XXXX, they let us know that the funds have not been returned to them, and therefore, they can not reissue the check. We called Citizen 's again on XX/XX/XXXX and were told that the funds are in the process of being returned to XXXX XXXX, with no estimate of when the return would be complete.
We also started an email thread with XXXX XXXX ( NMLS ID XXXX ), the XXXX 's banker at our local branch who we have been working with throughout this process, as well as our insurance company, hoping that the two companies would be able to work together to track down the missing {$29000.00}. Unfortunately, XXXX refused to use the reply-all function so the insurance representative could not see her response ; however, XXXX did indicate that the funds were already return on XX/XX/XXXX. This is a direct contradiction of what her colleague had told us over the phone earlier. This is also not the first time that we have been told contradictory things by different XXXX 's employees in this case, see also the open question of whether the check would be returned to us or not. At this point, we have no idea where the money is, and it seems Citizen 's does not either.
|
| 09/22/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
|
|
Web |
|
|
On XX/XX/XXXX, I closed on a HELOC with Citizens Bank, during that process, I was required to pay a XXXX loan off ( around {$25000.00} ) which wasn't a problem since I wanted to pay that off with the proceeds. At the time of closing, I was told that the bank would handle the disbursement check and overnight the check and payoff/termination letter on my behalf since it was a required payoff by underwriting. The disbursement date was XX/XX/XXXX and the check should have been received XX/XX/XXXX. My payment was due on XX/XX/XXXX which was a Saturday and I waited until Monday XX/XX/XXXX to call XXXX to see if they had received the payment which they still hadn't. I was advised by XXXX to obtain the check number and dollar amount as well as the address it was mailed to so they could check in their lockbox. I didn't have any of that information since it was a controlled payoff, I had to call Citizens to get it. When I called to get the information on XX/XX/XXXX, I was bounced around to a few different departments and then got someone who said she was going to order it and told to call back in a day or so. I called today on XX/XX/XXXX and was told that information isn't available because the backoffice didn't upload it. I asked for the payoff amount and was told that isn't in the loan file and also asked for the termination letter that I signed and was told that wasn't available either. The issue I have is this is deceptive practices since I was told that they would handle the payoff and now no one can tell me anything about the check but I'm paying interest on both loans. I have no proof the payment was sent or what address or account it will be credited to. I was also not given any copies of the payoff or paydown letters at the time closing to refer back to in the event this situation would arise.
I asked for my request to be escalated so someone can " connect '' with the backoffice to get this information and again, was told that I had to call back in XXXX days once the images were available which is what I was told on XX/XX/XXXX but yet that this can't be located because it wasn't uploaded. There is no sense of urgency around trying to locate a $ XXXX check or tracking information and I was told on XX/XX/XXXX that I should wait 7 - 10 additional days before requesting a stop payment even though the check was overnighted.
|
| 06/19/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Credit card company won't increase or decrease your credit limit
|
|
Web |
Servicemember |
|
On XX/XX/2023, I received a notification from my credit bureau that my credit rating has decreased. This was due to citizens bank decreasing my credit limit from {$20000.00} to {$7600.00}. This created a windfall of negative results for me. For example, it created an increase in minimum payment from {$53.00} to {$200.00} ; a credit bureau utilization change from less than 30 % to 95 %. This decrease resulted in a decreased credit rating with all three credit bureaus.
I received to date no notification from Citizens Bank. I called them to inquire and spoke with the most insensitive manager in creation a XXXX XXXX XXXX, XXXX. He explained that the automatic payment of {$30.00} they received did not cover the minimum payment of {$53.00} so they lowered my credit rating as a result. Today I did not receive a phone call or letter from Citizens bank. I was not assessed a late fee for the four day late payment. The banks report to the credit bureaus for 30 days late. Citizens reported a credit decrease instead which is more damaging to my credit rating. Is this how Citizens Bank treats their good customers? Penalties for being four days late for {$23.00}? All I needed was a courtesy call or a letter stating the payment wasnt satisfied. This is an easy resolution as I have enough funds in my checking account to cover it. This was an easy resolution. While visiting my branch office, a Citizens bank officer offered me this credit that I did not initially request or need. They gave me a $ XXXX credit limit only to snatch it away on a technicality. I ask again is this how good customers are treated? Furthermore, there is no one to contact except writing to the office of the chairman. There is no customer advocacy group to call no email address to write to, only an insensitive manager to speak to. Your prompt response will be greatly appreciated.
In addition, I visited the XXXX NY branch on XX/XX/XXXX, since their representative initially offered me the credit card. They contacted the credit department, who sent me a letter, finally, in an email. I received notification of what happened to my credit line and that the {$23.00} payment was four days late. In conclusion, I lost my credit line, got a reduction with all three credit bureaus for an error in payment amount.
XXXX XXXX Citizen Bank Customer Credit Card ending in XXXX.
|
| 07/21/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
In XX/XX/2022, Citizens Bank purchased XXXX bank accounts. On receiving this news, I removed all my balances from XXXX and opened a new account at XXXX XXXX.
Unknown to me, all my accounts were transferred to Citizens Bank. Also unknown to me, there was overdraft protection and line of credit account opened for me at Citizens bank WITHOUT my consent or knowledge.
A few months later in XXXX, I get a text from citizens collections department that I owe them money. I call XXXX bank and they tell me that i have an account that is in overdraft ( to my shock, since I don't even have a citizens debit card ).
I learned that my XXXX account link to my XXXX was automatically changed to Citizens Bank ( again without my knowledge or consent ). Every time I was using XXXX- this was going from a line of credit, without my knowledge.
Upon learning this, I transferred a total of {$610.00} to Citizens which I thought covered my balances based on their online banking user interface. Then I asked to close the account, but I was told the funds hadn't arrived yet. I have since transferred another {$950.00}, trying to balance this account.
A few weeks later, I get another call from citizens credit department ; again for me this is a surprise because I thought I cleared my balance. I told the citizens representative that when I log in, the balance says XXXX, but I was told that I have to download the statements, scroll to the back, and that's where I will see the balance. And to pay it off, I have to transfer money then call them! How difficult it is to just pay them!
Ultimately, this month I went to get a credit report, and this brought my credit report from XXXX to below 600, requiring me to have XXXX insurance, costing thousands of dollars.
In addition I was charged {$570.00} in fees! {$37.00} each time- when I absolutely did not want this account or was aware that this was happening.
All along citizens doesn't have a branch in XXXX XXXX where I live and I just felt so helpless being passed around from call center person to call center person. One person even said she can't verify my identity and full stop offered no options short of purchasing a flight to XXXX XXXX and walking into a branch.
This has been emotionally and financially draining, and most importantly severely impacted my otherwise very good credit score.
|
| 06/01/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Here are the facts : I am filing this on behalf of my brother. I am his sister and he was seriously ill and near death last XX/XX/XXXX-XX/XX/XXXX. I traveled back to see him in XX/XX/XXXX as he was recovering. He is on XXXX and receives limited funds. In order to assist him with his finances, I made arrangements to be added as a " Payee ' '' on his checking account through Power of Attorney. He has an account with Citizens Bank.
When I returned home, I logged into his account and I noticed extensive amounts of monies being drawn out of his account each month for various calls which appear to be fraudulent conference call charges from various companies ( including XXXX charges ). He was not familiar with these charges and said he never incurred them.
I contacted Citizens Bank about the fraudulent charges and have been calling their Customer Service and Claims Departments for the past 2-4 weeks. They advised me that these charges began in XX/XX/XXXX ( without my brother 's knowledge ), but he was never notified by the Bank of these charges. He informed me ( and the Bank ) that he was never aware of them. The people in the Claims Department have filed 4 different claims to date in order to reimburse him for these fraudulent charges. In addition, they have issued 3 different new Debit Cards to him since XX/XX/XXXX and the fraudulent phone charges have continued. The Bank advised me that the conference call charges began in XX/XX/XXXX but they will only reimburse him back to XX/XX/XXXX. I have had to contact them everyday to alert them of the new charges and file a new Claim everyday for the bogus charges. The Bank informed me that this is how I must handle all new charges that appear each day. When I requested that they put a STOP on these charges, they informed me that they had no way to do that.
I am at my wit 's end as to finding a reolution to this problem and have run out of ideas. Since my brother receives limited income, this is a serious problem for him. The Bank doesn't seem to be capable of assisting me or my brother to resolve or stop these fraudulent charges. One of the claims representatives seemed to think that the charges were generated from a dating website but so far, Citizen 's has not been able confirm or identify where the charges are coming from. I am seeking your assistance in this matter.
|
| 07/31/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
I opened both a checking and savings account with Citizens Bank, XXXX Ohio XXXX on XX/XX/XXXX ... ... this year. This was the last day to take advantage of a promotional offer for a cash bonus. It was {$200.00} for the checking and {$300.00} for the savings, and a additional {$100.00} if all requirements met, after 3 months. {$600.00} total.The checking required {$500.00} Direct Deposit within 30 days and every month for 3 months. I had that in, within 1 month and every month thereafter. The savings was to deposit {$15000.00} and maintain that for 3 months, which I did as well. Also they wanted at least 1 random miscellaneous checking checking account deposit of any amount every month for 3 months as well. That was done by me as well. I had received a mail flyer about promotion months earlier, to my home address, however it was misdelivered ( not my name and address ) and then managed to misplace and lose it. I was interested in it so I stopped by the branch and inquired about my being able to participate with out invitation. The Relationship manager told me a code is needed to start application process. She said she could pull up unused codes locally and did so using one from my own street. The caveat was, ... .she said sometimes they are honored and sometimes not? The promotional period went by, I called in late XXXX. Officer said to do so if had not received by then. I was routed to call center offshore and and was told everything was in order by XXXX and it would be deposited by XX/XX/XXXX. That didn't happen, so in first week of XXXX I called again, and next guy at call center was giving me the run around and needed to connect me to some sort of account specialist. This gal from the states eventually told me she need to investigate further ... and would get back to me. She got back to me a few days later and said I would not be able to get promo reward because code was invalid ( It didn't ) match my address. My point is ... ... these codes are really a random aggregate of letters and numbers ... ... really for what? more importantly, I met all the stipulations and requirements put forth, and this Relationship manager told me others had gotten the reward after having applied this way! I feel VERY strongly that I deserve this money ... .and would like to have it. Needless to say, I have closed these accounts.
|
| 01/07/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Citizens one bank is skewing the financial figures in my escrow account to make the short fall caused by the property tax increase to appear greater than it actually is in order to raise my monthly mortgage payments significantly. ( Please view PDF doc named Escrow -shortfall ). Also, they are double charging for the short fall. Citizen XXXX has already deducted the short fall amounts from the escrow contributions from my monthly mortgage payments for XX/XX/XXXX. They increased my monthly mortgage payments for XXXX to pay back the money that they advanced me for the Escrow short fall, which was already paid back XX/XX/XXXX. They deducted from the XXXX contributions {$39.00} on XXXX/XXXX/XXXX and then again deducted {$360.00} on XXXX/XXXX/XXXX to repay Escrow advance. Why do I have to pay back the short fall twice?
XX/XX/XXXX they simply factored in the Escrow short fall into my monthly payments and did not deduct anything from the Escrow contributions. This year they did both! ( Please view PDF doc named Account Activity ). Another issue that concerns me is that the actual Escrow short fall for XX/XX/XXXX was only {$400.00}. How can the escrow account be short {$1000.00}? ( Please view PDF doc named Escrow shortfall ). Citizen One bank claims they are charging me over double the amount of the actual shortfall because the Escrow amount fell below {$830.00}. It would not have fallen that much if they simply incorporated the short fall into my monthly mortgage payments like are supposed to instead deducting it immediately from the Escrow contributions. By deducting the {$400.00} directly from the contributions they unnecessarily increased the XXXX deficit and made it look larger then it actually was. They did this to INCREASE MY MORTGAGE PAYMENT OVER A XXXX DALLERS for XX/XX/XXXX and THIS IS BEFORE THE Mortgage ARM AJUSTS. The rate for my ARM is not set to adjust until XX/XX/XXXX. ( Please view PDF doc named Mortgage Statement ).
Since the escrow shortfall was deducted already from my Escrow contributions for XX/XX/XXXX, my mortgage payment should remain the same as before. Which was {$1400.00}. Because of Citizens bank double charging me for the {$400.00} escrow short fall, my mortgage payment now jumped to {$1500.00}. There should be no increase Until XX/XX/XXXX when the ARM for the mortgage is set to adjust.
|
| 02/08/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
on XX/XX/XXXX I submitted a application for a refinance on loan I have with citizens one bank for which I have a mortgage with now. this a new complaint for an old problem I have a claim # XXXX I was told that I would need to have permanent income to qualify for a refinance because I was on temporary workmens comp income. I was deemed XXXX in XX/XX/XXXX, also I have a pension and rental income I sent XXXX XXXX this income imfo and we did a loan app. I had to supply all kinds of documentation which I did. then I was told once everything was accepted I would need to submit either credit card or debit card so they would be able to pay for appraisal. I was told they would not take money or order appraisal if my loan looks like it was not going to be approved. this is XX/XX/XXXX during the month all was well, looked like they were going to approve my refinance. but then they kept emailing me for documentation I had already sent to them, I questioned why you did n't have this because I know I had sent it. now we at the end of XX/XX/XXXX I was asking when were we going to close all I got was robo type answers from XXXX XXXX. his prepared statement was that he would check into it shortly unfortunately his shortly was 2 weeks. when I asked about why I had to send duplicate imfo he submitted the same robo answer. so I emailed him back and replied that your shortly is 2 weeks or no response at all. then on XX/XX/XXXX I got a called from XXXX XXXX to imform me that my refinance was denied after all this time, he knew it was denied before me, then he went into my account on XX/XX/XXXX and took the appraisal fee when the time to withdraw it from account it had expired. just like I had so much time to submit my documents if I did not submit them in time the loan would be cancelled. this is bad business and borders on criminal. this time there excuse for not refinancing me is that my rental properties looks like a loss on paper from my taxes. for real!! these people are bankers they know how that works I showed XXXX the same taxes when they refinanced XXXX houses for me they knew when you file your taxes sometimes it shows a loss but that does n't mean you are not able to handle responsibilities I 'm sure they have a lot of investors such as myself that they refinanced and did first mortgages for this is how banks make money.
|
| 11/24/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I have XXXX $ initial deposit XXXX $ of interest stuck in a Citizens Access Account. Without giving me any information, Citizens has removed my ability to extract my money, or close my account.
XX/XX/XXXX : Opened Citizens Access Savings Account, transferred XXXX $ as an initial deposit from my XXXX XXXX XXXX XXXX ( Direct Debit Payment ).
XX/XX/XXXX : Tried to deposit more money into Savings Account. Error " Sorry, we can't schedule your transfer right now. Please try again or give us a call at XXXX. '' I called the number. They told me that they have terminated the account, without giving any more information. I had not received any notice of the cancellation via email or post, and have not to this date. I did not follow up, thinking theyd just transfer back my money eventually, which wouldve been fine with me.
XX/XX/XXXX : No transfer has occurred. The account is still accessible via the online portal, but I can not extract any funds. I called XXXX again, wanting to close the account myself. They told me again that they have terminated the account ( without more information why ). They told me to transfer out the money I need my own bank to send a ACH Reversal Request or a Hold Harmless Letter. I contact my bank ( XXXX ). XXXX can not reverse the ACH transaction ( since its 4 months old at this point, and the transaction was valid ). XXXX has no clue what a Hold Harmless Letter is, and they can not send it. To further complicate matters, XXXX has switched their XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) so my XXXX XXXX XXXX number has changed. I added my XXXX XXXX account as the link account to the Citizens savings account.
XX/XX/XXXX : No transfer has occurred. I called Citizens again, telling them that my bank can not send these letters, as its not possible. Citizens can not give me more information.
XX/XX/XXXX : Called again, same outcome. I was told they're opening a ticket and will call me back.
XX/XX/XXXX : They call me back, just to give me same information that I've been told before, about the ACH reversal / hold harmless letter, and without any information as to why my account was frozen. I checked Citizens document center and found a notice of account freeze dated to XX/XX/XXXX ( notably, the freeze is dated before the notice of account details, which I received XX/XX/XXXX ).
|
| 07/14/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Over a XXXX month period I made additional payments to my mortgage that were supposed to be applied to principal.
XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXXon XX/XX/XXXX I was charged the interest due in XX/XX/XXXX that would have been significantly reduced by the principal payment had it been properly applied.
on XX/XX/XXXX both payments were applied to principal.
on XX/XX/XXXX the additional principal was applied as a XX/XX/XXXX payment and I was charged for XX/XX/XXXX 's interest again XXXX days prior to the interest even being due.
When we discovered this issue we requested a correct to the account. CCO Mortgage has repeated changed the account always placing the XX/XX/XXXX/XX/XX/XXXX and XX/XX/XXXX principal after all the interest is calculated.
It is now XXXX and I had an approved automatic payment removed from my Checking account that was lumped in with the XX/XX/XXXX/XX/XX/XXXX and XX/XX/XXXX principal in an attempt to correct the Mortgage payments. CCO is now claiming my XX/XX/XXXX payment is late even though it is clearly been paid.
I have XXXX been overcharged for interest.
They have XXXX attempted to fix the account but even though they are supposedly banking professionals they continually apply principal payments after they calculate interest in a clear attempt to overcharge me.
Payment History:XX/XX/XXXX - Normal Payment ( Principal, Interest Escrow ) XX/XX/XXXX - Additional Payment of {$5000.00} applied by CCO Mortgage as the XX/XX/XXXX payment.
XX/XX/XXXX - Normal Payment applied as XXXX - Additional {$5000.00} payment applied as XXXX - Normal XX/XX/XXXX Payment.
XX/XX/XXXX - Additional {$5000.00} applied as the XXXX payment by CCO Mortgage.
XX/XX/XXXX - Initial call to correct the account payments.
XX/XX/XXXX - XX/XX/XXXX Multiple attempts by CCO to correct the payments always charging more and more interest with each attempt to correct because they continually apply the principal payments after they calculate each months interest.
XX/XX/XXXX - Normal payment taken out of Checking account but applied as Principal.
XX/XX/XXXX - Called CCO Mortgage with an attempt to fix the missing XX/XX/XXXX payment that was lumped in with the attempts by CCO to correct the account.
XX/XX/XXXX - Late payment notice issued by CCO Mortgage requesting immediate payment for XX/XX/XXXX and XX/XX/XXXX.
|
| 08/22/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
Dear CFPB, I am writing to bring to your attention an unresolved issue I've faced involving a banking transaction between Citizens Bank and XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. I believe this matter not only impacts me personally but underscores the importance of transparent and effective transactional practices among financial institutions. Brief Description of the Incident : On XXXX, I initiated two transactions to transfer funds into new accounts I had opened at Citizens Bank. One of these transactions involved transferring {$500.00} from my XXXX account to a new checking account at Citizens Bank, and the other was a transfer of {$500.00} from my XXXX Saving account ( provided by XXXX XXXX XXXX XXXX ) to a new savings account at Citizens Bank. Shortly after, Citizens Bank terminated my accounts and notified me via email that my transactions were unsuccessful. While I received the refund from the checking account transfer ( from XXXX ), the {$500.00} from the XXXX Saving account has yet to be refunded. Despite multiple communications with both Citizens Bank and XXXX XXXX XXXX, the whereabouts of the {$500.00} remains unresolved. Actions Taken : I visited a local branch of Citizens Bank, where I was informed that the money had been withdrawn from Citizens and should be in XXXX XXXX XXXX. Upon contacting XXXX XXXX, I was advised to wait several more days. After waiting for over 14 business days, I still hadn't received my refund. XXXX XXXX requested more information to verify the transaction. I procured an ACH trace number from Citizens Bank to track the transaction and provided it to XXXX XXXX. However, they reported that they couldn't find any information related to this trace number. Despite my best efforts to resolve this issue directly with both banks, the money remains unaccounted for, and I am left in a state of financial and emotional distress. I am seeking the CFPB 's assistance in mediating this situation. I hope that with your intervention, I can recover the missing funds and that this incident can shed light on any procedural shortcomings that may exist, ensuring that others do not face similar challenges in the future. Thank you for your attention to this matter. I trust in the CFPB 's commitment to ensuring fairness and transparency in financial matters and eagerly await your guidance.
|
| 11/30/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
I have a auto loan through Citizens One FDIC. Another car hit my car and insurance deemed it a total loss. I requested account history of loan for the XXXX and Insurance companies. Citizens One FDIC will not email the docks or regular mail. The accident happened on the XXXX XXXX 2016 I requested info around XXXX - XXXX of XXXX 2016 and continue requesting the documents. I have made about XXXX - 12 phone calls and faxes starting from around the XXXX of XXXX till now. Each time I call Citizens One they tell me that the documents are being processed. The documents that the insurance company requested for the check that I had already signed, to pay off the loan are still being processed by Citizens One Bank. I signed the check around the XXXX - XXXX of XXXX 2016. I called Citizens One Bank yesterday ( XXXX XXXX 2016 ) and asked them if the documents had been sent off and they said " No they are in processing ''! I asked them what do you mean processing and the support person told me that, that was not his department, but he was going to put a rush on the documents. I said " rush, its already been 11 days since the insurance company had contacted you for the Letter Promise Account Loan Payoff Letter or whatever it is that they need it is still not sent ''. Then I told him that the last time I called I asked about the monthly payments and I was told that I would still have to make them. I then told him I under stood why they would n't process the requested documents. They are waiting for the next monthly payment to send them off. They collect another {$150.00} in interest from me and then collect the checks from the insurance companies. These banks have their own fake accounts open and anytime they can skim or steal a little from the working class man by delaying a process or adding a {$1.00} service charge or adding in an extra .01 % interest on one months payment it will get funneled into these accounts and then they will shove that money into a stock or bond and double or triple it. I also said to him that I am not going to pay this coming payment because if they would have sent the documents already, like they were supposed to the account would have been close to or already payed off and I had better not get any service charges for not paying either.
He agreed but I do n't know if the bank management will.
|
| 03/04/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Charged fees or interest you didn't expect
|
|
Web |
|
|
I received a letter from Citizens One Personal Loans dated XX/XX/2021. The letter was addressed to my maiden name and my physical address, not my current name and mailing address. The letter reads : " We have not received your monthly payment or {$450.00} that was due on XX/XX/2021 on your Citizens One account for ending in XXXX.
To keep your account current please visit www.service.citizensone.com or call us at XXXX to make a payment or to update your payment information. We are available 24 hours a day, 7days a week.
Thank you for your business and your prompt attention to this matter.
Sincerely, Citizens One Important Notice : We may report information about your account to credit reporting agencies. Late Payments, missed payments, or other defaults on your account may be reflected in your credit report. '' I do not have an account with Citizens One. I checked my credit report immediately to make sure that Citizens One is not showing on it.
I attempted to call the number listed in the letter and got a recording stating " if you received a letter concerning a late payment that you believe to be in error, no further action is needed '' and then asked me to stay on the line to speak to someone about existing accounts. I was on hold for a very long time and was never connected to a representative. I attempted the call several more times, again staying on hold for a very long time and never being connected. I then went to the website listed, which is only a login page for accounts that states " Our eCustomer Services portal is available for you 24/7. '' but there is no eCustomer Services portal link available ( unless that login page is it ). I went to the main Citizens One website, as well as their parent website ( Citizens Bank ) and found no information pertaining to letters being sent in error.
I went to Citizens One XXXX page and found other people complaining about receiving the same letter and not being able to get through to any representatives.
Further action IS needed. Was there a data breach? Has their system been hacked? Did someone take out an account in my name? We, as consumers, need more information than just " no further action is needed ''. We need to be aware of any issues that could lead to our data being compromised so that we can take the proper steps to protect ourselves.
|
| 06/14/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
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|
XX/XX/XXXX, I went to Citizens Bank to make a {$310.00} withdrawal. The teller told me I was preapproved for a credit card but I declined the card repeatedly and told the teller I just want to get my money and leave. While there, I also realized that I didn't update my address. I told the teller my new address and then asked for my money. When I was trying to sign for my money and leave, I realized that I was signing up for a credit card because the statement read, " I authorize signing up for this credit card ''. I told the teller that I know how to read and it was dishonest of them to try to make me sign up for a credit card when all I want is my money. I refused to sign and told them I was only going to sign for my money, I signed for my money and left. A few days later I noticed on my mobile app that I had a new credit card on my line. I called the citizens bank toll free number and talked to a representative that said that the card was created the same day I went to the bank. ( I thought it was a fraud transaction but it ended up being that teller ). I also found out that the teller didn't change my address as I asked them to. The representative told me a credit card was coming to my old address. I told the representative to cancel the card and send a new card to my new address and I asked them to change my address. They changed the address and sent me a new card to that address. When I got the credit card, I realized it isn't even a type of credit card that I would want. Since then, I've talked to Citizens bank and they are working to change the type of credit card since removing the credit card completely would negatively impact my credit score but I think it is despicable to open a credit card without someone's authorization. If you check, I never signed for the credit card. You can not issue someone a credit card without their permission and without their signature. The employee engaged in fraudulent behavior just to get some sort of commission and I think that's unfair. Citizens bank has stood with the employee and everyone I talked to is calling this an accident or an oversight but I know this is deliberate. XXXX CITIZENS BANK. YOU CAN'T TREAT YOU CUSTOMERS LIKE THIS. I WANT AN APOLOGY FROM THE EMPLOYEE AND I ALSO PLAN ON CLOSING MY ACCOUNT. PLEASE DO SOMETHING TO CURB THIS UNFAIR PRACTICE.
|
| 04/29/2016 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
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Web |
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I found fraudulent charges on my checking account twice, citizens bank did not catch these transactions. After filing the paperwork to have them investigate these charges and opening a new bank account with citizens bank they placed the compromised account in " credit only '' status and the account had a XXXX balance, it was suppose to close 7 days later. This was XX/XX/2016, today is XX/XX/2016 and citizens bank informed me I owe them {$140.00} that has since been withdrawn/overdrawn. How did this happen? If it was at XXXX dollars, did bank fees cause this? More fraudulent charges? They ca n't tell me why, they are '' looking into it ''. To add insult to injury, I received a new debit card with the chip in the mail which I called to activate because it would n't work at an ATM. Customer service assured me that they activated the card. So I go grocery shopping and go to pay and the " transaction is not approved ''. I could n't use the new debit card as a credit or debit card. After 1.5 hours on the phone with XXXX different customer service representatives they believed I would not have any more problems. However this debit card was issued for the compromised bank account I thought I closed over two months ago. Needless to say the PIN number did not match and now they have to send me a pin reminder. Apparently today after another 45 minutes speaking with customer service that is what the problem is. I do n't believe any of them. And citizens bank is still claiming I owe them {$140.00} in order to close the other bank account. Is n't a bank suppose to protect your money and help their customers? I feel like between the XXXX branch that originally " closed '' my compromised account and card services that issued me a new debit card for an inactive, compromised and closed account what are they doing??? I do n't make a lot of money and yet they keep taking more and XXXX me!!! I have lost all faith in this institution and ca n't wait until the last couple of bills I paid clear so I can CLOSE my account and get out of there. I wonder how much money they take from people that are n't paying attention. These people are crooks and this is a crime! Citizens bank is awful, do not bank with this company!!!!!! There are so many banks out there, I am sure I can find one that is willing to protect their customers.
|
| 08/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
Citizens Bank 's Unconscionable Overdraft Fees.
I am writing with a sense of deep frustration and anger that I can no longer contain. The unabated exploitation of hardworking Americans by Citizens Bank through their egregious overdraft fees has reached a level of absurdity that can not be ignored any longer. It is nothing short of daylight robbery that this institution is profiting off the struggles of the middle class, raking in millions of dollars daily while driving families further into financial distress.
Citizens Bank 's excessive overdraft fees have evolved into a predatory scheme that ensnares unsuspecting customers in a vicious cycle of debt. These fees have become virtually unavoidable, with the bank strategically manipulating transactions to maximize overdraft charges and ensuring that the very people they are supposed to serve remain trapped in a cycle of financial despair.
Adding insult to injury, the interest rates on these short-term loans have soared to the unthinkable tune of over 1000 %. It's unfathomable that in a nation that prides itself on protecting consumer rights, a financial institution can openly engage in such usurious practices without facing severe repercussions.
It is the duty of the Consumer Financial Protection Bureau to put an end to this insidious exploitation. The very purpose of your existence is to safeguard consumers from exactly these kinds of predatory practices. The fact that Citizens Bank has been allowed to continue preying on the most vulnerable members of our society is an affront to the principles of fairness, justice, and equality.
I implore the CFPB to take immediate and drastic action against Citizens Bank. Enough is enough. The middle class, the backbone of our economy, is being bled dry, while the bank 's coffers swell with ill-gotten gains. I demand that you investigate, regulate, and impose strict penalties on Citizens Bank for their shameless abuse of power and their callous disregard for the financial well-being of everyday Americans.
If the CFPB fails to act decisively in this matter, it would be a XXXX indictment of your organization 's commitment to protecting consumers. The time for action is now. Let 's put an end to this modern-day highway robbery and restore a semblance of justice and fairness to the financial landscape.
|
| 10/15/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/XXXX my home was affected by hurricane Irma. I contacted XXXX ( my flood insurance company ) and was assigned to Mr XXXX as the person to handle the claim. Mr XXXX suggested start removing drywalls in order to stop any mold issues that might come up due to the flood, so I did. The street where we live was flooded and in order to reach the house we must use raised trucks, canoes or military vehicles.
On XX/XX/XXXX I was issued a check by XXXX for XXXX for damages the house had. I was deceived by XXXX XXXX XXXX by being told to sing the check and mailed to them so they could send it back to me as soon as possible. I topped my credit cards to the limit, I used a money from my flooded car, I got a loan on my 401k in order I even got loans from my siblings to do the repairs, we did new kitchen and bathrooms, install a water heather, redo the floors, etc. I was trusting XXXX XXXX XXXX to send me back my insurance money and pay all my bills. My insurance money was denied on the basis that I needed contractor documents when I didn't use a contractor. We did all of the work ourselves. We had recently moved to Florida, and I had no idea how things work here, so we went ahead and did the repairs. I constantly told XXXX XXXX XXXX that we did all the repairs ourselves, that we never used a contractor, that we don't have any contractor documents, that we needed our money to pay our bills. All was to no avail. They kept denying our money.
On XX/XX/XXXX an Inspector was sent to my house by XXXX XXXX XXXX and concluded the all the repairs were done 100 %. After the results from their own inspection, XXXX XXXX still refused to give us our money. I grew frustrated with XXXX XXXX XXXX and told them that I will stop paying the mortgage, now they're threatening to foreclose on my home.
XXXX XXXX XXXX is committing a fraud by deceiving us, by making us believe that they are here to help, at least that is what they said when I contacted them and told them we were hit by the hurricane, and believe me, that is not true.
After we survived hurricane Irma, and got tired from repairing and remodeling our home, after we got frustrated and upset about about dealing with a mortgage company that enjoy taking advantage of us, it is time to say enough. Enough of doing business with an unethical mortgage company.
|
| 11/26/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Application, originator, mortgage broker
|
|
Web |
|
|
The following is the short version of what citizens bank pulled- Because of a complaint I registered with customer service department about how I had been GROSSLY mislead by one of their tellers-I was offered a half a point reduction on my equity line of credit which I was using a mortgage now as I had been advised, deeming me unable to take advantage of the one time rates being offered by the president at the present time, further exacerbating my situation. I received a letter from a XXXX drafted on XX/XX/2016 and stamped XX/XX/2016 which told me I had 10 business days to have the document within witness signed by a notary and gotten back to them and if I had any questions to call the XXXX number provided which I did-several times and could not get in touch with her once, but I did finally get a XXXX supervisor-he advised me that he had spoken to this XXXX and that the time element would not be an issue in light of my having called with this discrepancy and to go ahead and mail it back as soon as possible- I took every precaution to do this although I had phoned and spoken to one XXXX supervisor and told him that I felt it was unreasonable in light of the date it had been date stamped, but mailed it out the day it was signed and notarized-XX/XX/2016- & waited to hear back from someone-When I still had not heard back by XXXX I began calling myself only to be told By XXXX that I was supposed to have pt the letter to this XXXX attention XXXX something XXXX XXXX neglected to tell me, so it went to some other office but he would get it taken care of, later on I was then told- '' because they had not received the documents back within the stipulated period of time, they would not uphold their offer ''! -I could not believe what I had heard-they were holding me responsible for the amount of time it took the United state parcel service to deliver the mail-until XX/XX/2016-this to me in not only unreasonable, but unconscionable-I complained as far as to the office of the chairman thinking someone up there would have rational common sense to make of this matter- and was still denied! I will say once again, this is the short version, but for the sake of simplicity have given you the meat and true essence of what has transpired, I do have the original notarized letter as well.
Thank you for your time.
|
| 09/19/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Older American |
|
I bought my house @ XXXX XXXX XXXX, XXXX, PA on XX/XX/XXXX, and in XXXX, I took a Home Equity Line of Credit ( HELOC ) By XXXX, I forgot I had the HELOC.
I went in Citizens Bank at XXXX XXXX XXXX XXXX XXXX, XXXX, PA XXXX &, I saw my checking account, the HELOC account &, another checking account I thought closed by the senior representative, XXXX , a decade ago!
s I filed a complaint with the CFPB and received knee-high statements used in a bizarre manner yet no one contacted me!?
The HELOC was used in a bizarre manner and the account XXXX XXXX me charged fees if I ever used the HELOC to make transfers when, in fact, there are no fees and he never closed the account! Now I know what money laundering is about & I have been paying since XXXX never knowing it was used because of no statement in 20 years!?
Also, I saw that the account he was supposed to have closed remained open and a fraudulent XXXX XXXX check was deposited into the fraudulent account but io knew o made no claims with my homeowner 's insurance & I sat in XXXX XXXX XXXX office for 4 hours, only to learn what I already knew... I had no claim!
Citizens used my vulnerability due to the loss of my mother in XXXX to their advantage and forced me to pay for what they know I never used 1. The PERSON FROM THE Office of the Chairman said " ... case closed! '' It is not closed as I am still paying for something I never used &, forgot I had! I also never got a statement!
When I asked how I withdrew the money, where it went, they told me it was taken electronically ( how convenient for them as no camera view of person ) &, they couldn't say where it went!? '' I don't have any proof as I never got any statements for over 20 years until I filed a complaint with the CFPB in XXXX Statements show use in a bizarre manner but Citizens One did NOT contact me to check if it was me?. - {$10.00} five times a day or {$20.00} - 5 times/day!?
I earned a XXXX XXXX XXXX with a XXXX GPA from a major university &, worked my way through undergraduate school as a XXXX XXXX. only saying because I'm an educated person and this makes NO sense.
I never got a statement in 20 years and thought that was because I never used it!
t thought banks are where I put my money to be safe!
Citizens taught me that banks are NOT where I put my money for its safety!
|
| 03/31/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
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|
In late XXXX of this year ( XXXX ) XXXX transferred a number of accounts to Citizens bank.
Previous to the transfer to Citizens bank I had an XXXX credit card.
In XXXX, I noticed XXXX fraudulent charges on my XXXX credit card which I immediately highlighted with XXXX for concern. The first charge was placed on XX/XX/XXXX for {$98.00} from a business called XXXX. The second charge was placed on XX/XX/XXXX for {$2.00} from a business called XXXX. Neither of these charges were placed by me. I have never heard of this business. Despite reporting these charges on the same day I received notice of these reports on separate days. ( If necessary I can share copies of the confirmation documents for these disputes ).
In XXXX, I finally received notice of the confirmed unauthorized use of my card from XXXX ( sent out on XX/XX/XXXX ) and the cancellation of said card. In the associated call with XXXX I was told the charges would be canceled and I should use the Citizens card as my new credit card. ( I can also share a copy of this notice if that's helpful ).
In late XXXX, following the transfer I activated my new Citizens Bank card. Upon using it for coffee in early XXXX, I went online to check my account and I saw an extra {$100.00} in charges.
I subsequently called Citizens Bank on XX/XX/XXXX to alert them of the issue. I was told the issue would be escalated and I would receive a call back in the next 7 days.
On XX/XX/XXXX I decided to send Citizens Bank the documents I mentioned above.
On XX/XX/XXXX, having received no calls back, I followed up about this issue and was informed that the issue was further delayed because " CItizens Bank mail had been returned to them '' so they would need to reissue my card. ( I have no idea how this is possible because so much Citizens Bank mail arrived just fine and they sent the new card to the same address ).
On XX/XX/XXXX, having still heard nothing, I tweeted about the issue which led to a conversation in direct messages with a Citizens Bank staff member, and I received a message that the issue was " being escalated. '' On XX/XX/XXXX I received a call that the " XXXX 's XXXX '' would begin " researching the issue. '' The fraudulent charges remain on my card and my online account will require payment of these fraudulent charges by XX/XX/XXXX.
|
| 12/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/21 I 1st reached out for assistance options & eventually COVID relief ( never received ) with an upcoming secondary mortgage balloon payment of {$5800.00} that, due to work & COVID related hardships, I wouldn't be able to pay by the deadline. What followed was a documented & verifiable pattern of neglect & incompetence exhibited by Citizens bank including two relationship managers that resulted in a 5+ month duration to resolve a simple loan modification, all while Citizens was reporting missed payments. The neglect and incompetence included but was not limited to ; 1 ). Claims of missing documentation. This was verifiably untrue via upload history on their upload portal. It was also contradicted by 2 different Citizens empolyees on 2 different status check phone calls. Documents ended up having to be uploaded at least twice via the portal and at least once via email ( also verifiable ). 2 ). Excessive time in reviewing my information. Ex. I ended up having to upload new paystubs because it took them so long to review the 1st upload. I have logged over 17 phone calls lasting more than 4 hours and 49 minutes, mostly outgoing to follow up on their progress. I have a detailed timeline to further demonstrate this upon request. 3 ). After multiple follow ups on my part and assurances that everything was fine, my request for assistance was closed without warning. This required restarting from scratch in that all applications & documentation had to be filled out again and re-uploaded. And again, claims of missing documentation were made. Also again, verifiably false. 4 ). Required to have post-approval documentation notarized twice, 36 days apart due to 'notary error '. As it turns out, this was untrue as the finalized documents I received back were from the first notarization. For context, I initated a loan modification request with XXXX XXXX, the primary mortgage holder, over a month after speaking with Citizens the first time and they were able to accomplish this in less than 60 days. I also attempted a good faith payment early in this process, around late XXXX, while waiting for Citizens to process the documentation in order to avoid derogatory reporting on an otherwise nearly pristine payment history for this account. Citizens would not accept payment and sent back the {$76.00}
|
| 11/01/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/2021 Citizens Bank restricted my ability to transfer funds from my Citizens Bank checking account to an external bank account. This service is actively advertised by XXXX and is provided to other customers. Citizens had also canceled the existing transfers that were scheduled on my account for future dates.
When I contacted Citizens Bank regarding the issue I was requested to visit a local branch and present a government issued id.
Here is an extract of the communications I had with Citizens Bank regarding the problem : I received the following message from Citizens on XX/XX/2021 : " Dear XXXX, We certainly understand your concerns.
Please visit your local branch and a Banker will be happy to assist you.
Regrettably, we are unable to resolve this matter via email and apologize for any inconvenience this may cause.
If you have any further questions or concerns, please contact us via email or by calling our Online Banking Department at XXXX XXXX.
We value you as a customer and appreciate your business. Thank you for choosing Citizens.
Sincerely, XXXX XXXX.
Email Team Advocate '' I wanted to respond to the message as follows : " XXXX, I visited your branch at XXXX XXXX XXXX, XXXX, MA and spoke with XXXX XXXX XXXX to whom I had shown my government issued id. XXXX XXXX XXXX was not able to assist me as they had stated that they do not see the transaction of {$610.00} being blocked. I requested them to make a record that I visited the branch and that they had verified my identity per the government issued it that I had presented. '' But when I tried to submit my response on your website I received the following message : " Error Received The information you requested could not be displayed. Please select " Go Back '' and try again. '' It appears that Citizens Bank refuses to provide the same level of service to consumers who have difficulties communicating on the phone as it provides to others since it can not address the problems on the account even when customers visit a branch and present a government issued id.
As of today my ability to make transfers from my Citizens account to an external account on Citizens website is restricted and Citizens Banks has not provided any explanation why it is restricted on my account while it is available to other customers.
|
| 02/21/2017 |
Yes |
- Consumer Loan
- Vehicle lease
|
- Managing the loan or lease
|
|
Web |
|
|
During XX/XX/XXXX, I XXXX closed my business ' checking bank account ( at XXXX ) and switched to XXXX.
During XX/XX/XXXX, I called up Citizen One Auto Finance requesting a form to be set up with auto-payment through the new bank account.
I was sent a form to fill out which I did. However at the beginning of XX/XX/XXXX ( sometime between the XXXX and the XXXX ) I received a call from Citizen One Auto Finance notifying me that my account is past due. I immediately paid the balance and requested again to be set up with auto-payment.
I received another auto-payment form which I filled and mailed on XX/XX/XXXX.
To my great disappointment and frustration, I received another call on XX/XX/XXXX notifying me again that the account is past due.
At this point I started to ask questions. After spending 6 hours on the phone and speaking with over 10 customer representatives I finally found out that the auto-payment request form which was mailed on XX/XX/XXXX was only received on XX/XX/XXXX, a fact which I find hard to believe. Additionally, I was informed for the very first time that it takes up to 2 billing cycles for the auto-payment to be implemented. Had I known this fact, I would have continued to send checks until I would see the auto-payments coming out of the bank.
Later on that day, I discovered from another representative that both applications were rejected because a letter from my bank specifying that I 'm a signor on the account was not provided along with the form. This requisite was not communicated to me during the 2 phone calls in which I requested the auto-payment set-up. Most importantly, this requisite was not listed what so ever on the instructions of the form itself. The form does say however, that if it is incomplete it would be sent back to me. That never happened! And when I called for the second time for the auto-payment set-up no one informed me that my first application was rejected or the reason.
I feel that Citizen One Auto Finance was being deceitful and was withholding information to gain more late fees and hurt my credit score.
I had to spend an entire day calling dozens of times and being told at times actual lies ( to discourage me to file a complaint with their credit bureau ) in order to discover the real reason the auto-payment was not implemented.
|
| 07/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
Oh boy, where do I begin.
So to start this whole nightmare off, my account was frozen for literally no reason for over a week. I could not access my money at all. Transfers were not working and online it said my account was suspended. No suspicious activity or any reason why that would have to be done.
Then I spend OVER 3 HOURS on the phone with them being transferred between departments and gaslit by one employee saying there was nothing wrong with my account and there's nothing he could do. I push him to talk to someone else because I know he's lying to my face. Well, the next person I talked to says my account is suspended but doesn't know why but I can get transferred yet again. I was on hold for hours and then what do you know, the line magically dies! I also tried to reach out on XXXX to get a response and nothing.
I was forced to file a CFPB complaint after it became clear I wasn't going to be able to get my money. Never in my wildest dreams did I think I would have to fight this hard and lose hours and hours of my life trying to wrestle my money back from a shady bank.
I was finally contacted by someone now that I filed a complaint. By then I had figured out I could get money out of my account by making a credit card payment. I looked in my account, saw I had MORE than one of my credit card bills and paid it. It worked and I thought this whole mess was over.
I was wrong.
I get a message from my credit card company saying the payment was ACH reversed and I'm being charged a fee because of it. Now hang on... I had the money so why would they do this?
I go into Citizens and they're now saying I have insufficient funds which is NOT TRUE.
Even if it was, they would need to refund the money which they have reversed for no reason. It shows a credit of the amount refunded, but is not reflected in my balance. Flash back a week in the future and it's still not there. This is scary, but I figure it's a bug. If you've ever used this garbage app, you know they're quite common.
So I paid an even lower amount and it is ACH refunded again. I'll now be charged {$60.00} worth of fees and AM STILL MISSING OVER {$400.00}.
Since then I've emailed the chairperson from my last complaint to absolutely no response. It's been over a week. I am livid to be blatantly robbed by a bank.
|
| 05/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I came out of forebearance and requested hardship and wrote a letter and signed a mortgage assistance form as request to my Mortgage Lender Citizens One.
I was granted a Loan modification to begin 4 trial payments, starting XX/XX/XXXX. {$2500.00}.
The Problem I am having is the Mortgage Lender Citizens One... will not provide or mail me any new paper payment statement. I have numerous time, called the Lost and Mitigation department and have gotten the round around. The Loss and Mitigation dept. at Citizens One, say I need to contact customer service, then customer service says I need to contact the Mortgage dept, then the Mortgage dept says I need to contact the consulting dept, then Consulting Dept, sorry ... .but only the Lost and Mitigation department can correctly send you a new payment statement with the new loan modification so i can submit a payment. Other wise i am being told by the customer service that my payment is {$2800.00} ... and do see the new payment being change on their screens.
Customer service has no records of the new payment being changed from {$2800.00} to {$2500.00}. So I keep going around and around in circles. I requested to speak to a manager at the Lost and Mitigation - the representative says - she can not transfer me to complaint to their manager ... that I need a new payment statement with my loan modification to show the payment {$2500.00}, Still I have not received any new payment statement to my address or at my email.
This load modiciation made to my mortgage is now for {$2500.00}. It is a trial to make 4 monthly separate payments of {$2500.00}, if i fail to complete the trail... .my home could go into foreclosure.
Another problem, is Citizens One, still have not provided me with years end 1099, i have numerous time... requested that be sent by mail or email to me ... to this day... they still have not provided this request.
I also requested a Hardship to Citizens One due the death of the co-borrower ( joint ) account with XXXX XXXX my partner of 20yrs on the mortgage.
XXXX XXXX died of XXXX and request Citizens One for relief until end of XX/XX/2022. I still have not heard back after I provided his death certificate and information obituary from the news paper. I signed the form for Mortgage assistant as requested by Citizens One.
|
| 11/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XXXX XXXX,2017 I mobile deposited a check from my former employer XXXX XXXX XXXX XXXX in the amount of {$1400.00}. On XX/XX/XXXX I was debited this same amount from my account with Citizens telling me that the check was cashed again. I went to the nearest branch to sort it out. They told me that it was cashed through a XXXX account. I was unaware of this transaction and realized that this check was stolen either from my car or my bag. I went to XXXX to let them know that my account was used in a fraudulent manner by one of their clients XXXX XXXX XXXX with the telephone number of XXXX XXXX XXXX as he used on the back of the check that was stolen when he deposited it to his account. This was done with XXXX XXXX Branch Manager of the XXXX XXXX branch of XXXX XXXX XXXX XXXX XXXX MA XXXX his number is XXXX XXXX XXXX.
At first it seemed as if this would be taken care of but than I was contacted by XXXX XXXX from the office of the chairman at Citizens Bank. She informed me that I violated the terms of Mobile deposit by not voiding check and disposing of it properly. Obviously I had n't the opportunity to dispose of it properly as it was stolen from my property. I submitted another claim on XX/XX/XXXX and the money was returned to my account for a day and than debited out again as XXXX XXXX from the office of the Chairman launched a new investigation. We spoke on the phone on many different occasions culminating in a phone call on XX/XX/XXXX saying that I was liable as the agreement stated the proper disposal technique after mobile deposit.
I followed up with XXXX at the branch where the check was deposited with CSR XXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX Tel. XXXX XXXX XXXX he stated that the account funds from the deposited were withheld and that XXXX fraud department XXXX XXXX XXXX XXXX has been waiting for Citizens to contact them to straighten everything out and refund my money to my account. During all this Citizens has made me seek affidavits from my former employer XXXX XXXX XXXX XXXX XXXX which he has been waiting for Citizens to send .Fill out a police report which I have done, Yet they still maintain my culpability in a case where I was the victim of theft. I find this truly unacceptable and hope you can expedite a solution that returns my funds back to my account.
|
| 06/19/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
Older American |
|
Citizens Bank in XXXX began this process after I was referred to them by XXXX XXXX Loans. I don't know why they referred us, as when we put a deposit on the new construction condo in XXXX, XXXX was the preferred lender.
Closing was to take place this Monday, XX/XX/XXXX. The main loan agent XXXX XXXX XXXX, NMLS ID # XXXX, has been unreasonably delaying the approvals for this loan. I have been asked to provide the same financial documentation numerous times throughout this process.
Mr. XXXX has told me that XXXX XXXX is his supervisor. Then he got someone on the phone they identified as XXXX XXXX as the department supervisor. Whoever the gentleman was XXXX got on the phone gave me a bogus telephone number to call him back. This was this morning.
I am reasonably certain throughout this process I have been lied to several times.
I was told that Mr. XXXX had several loans approved for this building. If that is the case, then I can only assume the road blocks he keeps throwing in the way of the closing are the result of anti-gay bias. I will also be filing a complaint with the appropriate agencies on that front.
Today, I also emailed the Chairman of the bank, XXXX XXXX XXXX. I have yet to hear anything back from anyone. Therefore, I will also be filing complaints with the OCC and the CFPB.
Please not that I am the owner of a financial institution myself and I have never made this type of complaint against anyone. I take these kinds of matters very seriously.
XXXX XXXX and XXXX XXXX should NOT be allowed to continue in this work if they so obviously treat customers, and especially gay customers with this kind of disregard.
I do assume they think this is funny - to delay my closing as much as they can and see how upset I become.
Please also note that every item they required to move the loan to underwriting was uploaded to the bank 's secure portal as soon as it was requested. And yet, multiple requests were made for the same documents.
Please let me know what additional information I can provide to investigate this complaint. I know this will not help my loan get cleared to close any sooner ; however, if this is systemic, the bank should be investigated as well.
This is deplorable.
Please note, if necessary, I have copies of every email correspondence.
|
| 01/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
Older American |
|
On XX/XX/XXXX, I received an email informing me that my credit card payment to XXXX XXXX for {$100.00} had not been received. I went to my Citizens Bank account on-line and saw that my check ( # XXXX ) had been altered, with a different payee ( not XXXX ) and a different amount ( {$16000.00}!!! ).
I called Citizens Bank and told them of the alteration. I was advised to go to my local branch, inform them, and open a new account.
On XX/XX/XXXX, I received a call from XXXXXXXX XXXX XXXXXXXX XXXX informing me that they had put a hold on that check that had been deposited in a XXXX account at an ATM ( in XXXX, MA ).
On XX/XX/XXXX I went to my local Citizens branch, closed by old account, and opened a new one. I was informed at that time of several incidents like mine and was assured that it was clear that my check had been altered.
On XX/XX/XXXX I received from Citizens Bank a request for information so they could proceed with their investigation.
I sent Citizens Bank the information they requested : a copy of my bank register with the XXXX check and amount highlighted, my copy of the XXXX bill with the date of payment indicated, a copy of my last bank statement with the copies of all my checks in that time period which showed that the writing on the " pay to the order of '' line and the amount did on check # XXXX did not match the writing on the other checks.
This information was mailed on XX/XX/XXXX.
On XX/XX/XXXX I called Citizens Bank Complaint Department and they told me that XXXX XXXX had been contacted.
On XX/XX/XXXX I called Citizens Bank again and was told they would again contact XXXX XXXX and I should contact them again in XXXX weeks.
On XX/XX/XXXX I received from Citizens Bank the same requests that I had received on XX/XX/XXXX.
I called Citizens Bank and was told to only needed a copy of my bank register ( which I had already sent ). I sent it again that day.
On XX/XX/XXXX I again called Citizens Bank and was told that they still need to follow up with XXXX Bank. I was hung up by a supervisor I asked to talk to ( her name was XXXX XXXX.
This is a complaint against Citizens Bank both for the length of time that they are not returning my money to my account and for the way I have been treated.
Please contact me if you need any more information.
|
| 10/10/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
On XX/XX/2018 I opened a new Platinum Checking account with Citizens Bank. The account was opened online at the website : www.citizensbank.com/promotion/platinum/cash-offer-400.aspx. This account came with a promotion that offered me {$400.00} for the new account. I completed the application for the account and fulfilled the terms of the account and expected to receive the bonus I was offered of {$400.00}.
After a few months the bonus had never shown up in my account. When I logged in to check the account, I then noticed that my account was listed as a " One Deposit '' checking account, not the Platinum account I opened. I am not sure if the bank changed my account type without my knowledge or consent, or somehow screwed up when they opened my account. I first contacted the bank by Secure Message on their website on XX/XX/2018 indicating the problem with my account type. Despite indication that they " make every effort to respond within 2 business days, '' I did not receive any response at all.
On XX/XX/2018 I sent a second message regarding this issue. Four days later I received a replying stating they needed additional information about the promotion I applied for. I replied, including giving the webpage mentioned above. I received a final response on XXXX stating that : " our records indicate that you opened a One deposit checking account. Due to this the account would not qualify for the promotion that required a Platinum checking account. '' This is not true. I have evidence that I can provide that shows the offer I applied under ( Offer screenshots.pdf ). I also have screenshots from my actual application ( My application.pdf ) which notes in numerous places that I am applying for a Platinum checking account. Finally, I have numerous emails from Citizens Bank ( Email 1-4 pdfs ) stating that my Platinum checking account was opened, my Platinum debit card was mailed and the benefits of my Platinum status. I even have an email as recent as XX/XX/2018 referencing my Platinum status.
Again, I clearly applied and was approved for a Platinum checking account. Somewhere along the way Citizens Bank screwed up. But they refuse to admit the problem. Contacting them directly has not helped so I am hoping the Consumer Financial Protection Bureau can help me. Thank you.
|
| 11/08/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Dear sir / madam, This is a complaint for discrimination on the basis of national origin, ethnicity, age, and gender.
Please refer this complaint to the right agency to investigate.
I further request that this account with this bank be audited by the right agency.
I also request that the bank provide all the email communications that they have received from me, as soon as possible.
==================== This is a complaint against XXXX Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor.
Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant.
The merchant continued to charge my card, however, even after I had canceled the transaction with them.
I disputed seven transactions from the same merchant XXXX XXXX XXXX XXXX ) located in XXXX, XXXX ( totaling {$4500.00} ) ================== [ $ XXXX $ XXXX {$1000.00} ] + [ $ XXXX $ XXXX $ XXXX {$250.00} ] ================== The merchant is getting away with the money and the goods. The merchant is located in XXXX, XXXX.
The bank issued the provisional credit. Few weeks later, the bank reversed the provisional credit, and decided the dispute in the merchant favor, and ( unfairly ) let the merchant to keep the money and the goods.
The bank was biased against me and discriminated me on the basis of National Origin, Gender, age, and Ethnicity.
I have never received any goods from this merchant. The bank, however, decided to let the merchant keep the money and the goods, as well.
I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims. And falsly claim that I have not filed my dispute timely.
I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal. Falsly claiming that the dispute was not filed timely, which is totally false.I filed the dispute timely.
The bank seems to be biased against me and discriminated me on the basis of Ethnicity, National Origin, Gender, and age.
I have never received the goods and need a full refund.
Thank you for your kind assistance and look forward to hearing from you, Respectfully, XXXX XXXX : XXXX XXXX XXXX
|
| 09/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
From XX/XX/XXXX to present day I have been having significant issues with my mortgage company known as Citizens at this time. They were initially Citizens One but now go by Citizens, who are affiliated with Citizen 's Bank and my mortgage company has mailed me several letters with different aliases that I have kept in a personal file. There is also a $ XXXX line of credit or second mortgage that was taken out on my mortgage that I did not authorize or get any notification regarding this. there were 3 amounts of {$9900.00} added on my mortgage account. I've also made many payments that have various 'other ' fees attached to them and when I called Citizens , no one was able to give me an answer or get me in touch with a supervisor or someone in a managing position regarding my payments, missing funds, errors in my escrow account, multiple payments etc. I've been battling with this company for a year now and know there is and has been fraudulent activity taking place. Also, my mortgage company reported me to the Credit Bureau on XX/XX/XXXX when I have a recorded phone call on XX/XX/XXXX stating they wouldn't and paper documents promising they wouldn't for a late payment on XX/XX/XXXX which was caused due to my termination of employment. After they reported me to the Credit Bureau, my credit was significantly damaged by this and in my field of work, good credit is a requirement. This company has not only stolen money from me, put me through financial hardship and emotional distressing/trauma, but they have impacted my career and how I make a living.
Amounts and dates regarding payments to Citizens- {$1200.00} paid XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX - {$1200.00} paid XX/XX/XXXX and XX/XX/XXXX - {$1200.00} paid XX/XX/XXXX - {$1100.00} paid XX/XX/XXXX - {$1200.00} paid XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - {$240.00} paid XX/XX/XXXX and XX/XX/XXXX - {$2900.00} paid XX/XX/XXXX - {$2800.00} paid XX/XX/XXXX - {$630.00} paid XX/XX/XXXX - {$990.00} paid XX/XX/XXXX - {$390.00} paid XX/XX/XXXX {$9900.00} x XXXX added to my mortgage account within no authorization from me, the property owner and only person authorized on this account.
Please help me get justice and stop this company from doing this to me and possibly many others/families.
|
| 08/16/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
I was approved by a mortgage by XXXX, but my current bank, Citizens Bank, said they would meet or beat any competitive mortgage rate. Based on this, I sent my good faith estimate to them which I received from XXXX with a 15yr 2.875 % rate and a {$1000.00} credit. As I have done banking with them for 20 years, and also have my business account there, they sent me an email saying they would offer me a better rate at 2.75 % with no discount fee and appraisal fee paid. I reached an agreement with the mortgage agent for a 2.75 % rate, no discount fees, and a {$500.00} credit.
I went to the bank the next day and signed all the paperwork with Citizens Bank. Good faith estimate was sent to me three days later which was incorrect ( and inconsistent within the document from section to section as to what was being offered ). I informed the mortgage agent and was told that it was a system generated email which did not reflect our agreement, but it would be correct at closing.
This was a short sale situation and the bank holding the property paperwork had already agreed to an extension and would not give another, so we had to close on XXXX/XXXX/15.
Received the HUD one hour before closing and saw it was incorrect. It did not reflect our agreement ( and did not even match the Good Faith estimate ). The HUD showed the correct rate, but added discount points and I was charged for the appraisal. There was no credit given. Called the agent and she refused to re-issue the paperwork to the bank. Tried to call her supervisor with no success. As this was the last possible day to sign the closing I signed the paperwork expecting we could get this resolved after the fact.
It has been two months since my closing and my calls/emails to the mortgage agent, her supervisor, his supervisor, and the regional vice-president have all been ignored. I have just now received a form letter stating they will not honor their original agreement.
I have a complete timeline and copy of every email/call/document which I will attach ( and which I presented to my branch manager ) and am happy to meet or discuss this with anyone from your agency.
Thank you for your assistance in having Citizens Bank honor their original agreement which was used to get me to sign up with them.
Best regards, XXXX
|
| 11/24/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Confusing or misleading advertising or marketing
|
|
Web |
|
|
We were contacted by a Citizens Bank XXXXXXXX XXXX ( where we do our private banking ) in the Spring of 2023 about the benefits of rolling an open HELOC into a mortgage on a property that is held in an irrevocable trust. I am the Trustee and Beneficiary of this Trust. I was adamant that we did not want to pursue a mortgage, as the Trust needed to remain intact. The Loan officer badgered me repeatedly and then contacted my husband- who is listed on our personal joint bank accounts ( NOT on the Trust accounts ) and badgered him about the Mortgage benefits claiming repeatedly that processing a Mortgage on the Trust property would not impact the Trust. In XX/XX/2023, he wrote " Your second concern is that the HELOC is held in an irrevocable trust. There is no effect at all to the trust or the taxes by doing this transaction. HELOCS and mortgages are treated the exact same way. Your title will remain the same and your tax write off will remain the same. '' He repeatedly noted that " he does this all the time, '' and then convinced us to pursue a Mortgage. We spent time and money going through the Mortgage application process, only to discover in XX/XX/2023 that the house would have to be taken out of the Trust in order to open the Mortgage, thereby breaking the Trust. At this point, I contacted our Family lawyer who explained that there was no way to take out a mortgage on this property in the state of Massachusetts without removing the property from the Trust. The Loan Officer lied to us, repeatedly. We halted the mortgage process immediately. At that point, we had already paid for an appraisal ( which we cancelled but still had to foot the bill for ) and then the cost of consultation with our family lawyer, who bills $ XXXX. We made financial decisions to consolidate other debt into the HELOC to roll into the Mortgage. We made these decisions based on the consistent and repeated advice of this Loan Officer for XXXX XXXX, an institution that we trusted. Since this incident, no one has apologized from the bank for wasting our time or the c. {$1000.00} we have spent on this process.
This was the Loan Officer : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXXXXXX Citizens XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX Office XXXX Cell XXXX Fax XXXX citizensbank.com
|
| 08/20/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
I noticed that my account had been charged XXXX overdraft fees in the amount of {$35.00} each totaling {$70.00} from Citizens Bank on XXXX XXXX. Not understanding this I called Citizens Bank to get an understanding. After an hour of the customer service rep speaking to me and not giving me a clear understanding of why they charged me the over draft fee she hung up on me. So I called back and spoke with another customer rep and once again she could not give me a clear understanding of why they charged me this over draft fee so she informed me that she would get her manager on the phone who can better explain what was going on. XXXX the manger begins speaking with my and pretty much stating the same thing the customer rep stated which was still confusing, she then decides to walk me through bringing up the overdraft notice which was sent out to me online so I can see what brought my account to a negative. What I noticed was the amounts that the XXXX prior customer reps were informing me brought my account to a negative was incorrect. XXXX continues to inform me that the online ledger is not a reliable tool and that the information I see is not accurate and that I should not rely on it. So I asked XXXX, you 're telling when I am checking my account online and on my phone multiple times a day to make sure my account is balanced the information that Citizens bank is posting is not accurate so I should not rely on it. Well this completely blew my mind. Mind you the whole time I am speaking with XXXX she has been nothing but rude and condescending. Citizens bank has charged me overdraft fee totaling almost {$1000.00} dollars this year some have been justified and and when they are I just pay it but also some have not and when I call they give you the run around and do n't fully answer your question until the point where you become frustrated and just give up. Once again Citizens bank taken my hard earned money and the post inaccurate information on your account. I will be closing this account shortly. Prior to this Citizens bank posted an aomount of XXXX to my account which also caused me to go into over draft which they charged me {$35.00}. They refunded the XXXX because I disputed but will not refund the {$35.00} the charged me. I am not sure how that works at all
|
| 07/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
|
|
I have a checking account, savings and a credit card with citizens bank.
This is about my Citizens Cash Back Plus World Mastercard, which I opened last year in summer.
I've been out of the country for almost two months, visiting my family in XXXX.
From XX/XX/2023 to XX/XX/2023.
I checked my mailbox after returning to see I have received a letter from Citizens bank stating that my credit card account is closed because of some suspicious activity.
I tried calling citizens immediately and they said it was regarding my payment made through a miscellaneous account for the amount of XXXX on XX/XX/2023.
They requested to provide a proof of authorization from the person 's bank account which I used funds from to pay my card bill.
( I used my cousin 's bank account details to pay off my balance and I was only able to use it after verifying the account within my online banking with the two minor deposits they sent to authorize to his account. ) I did reach out to my cousin again and send out the statement of his to citizens to get verified by them and get my credit card reinstated..
The case evaluation took more than two months and after two months they gave me a call and say they need to do a credit check to reinstate the credit card stating that after any account is closed it could be only opened back/reinstated within three months.
I argued it was their team who delayed the process in the first place despite me going to bank twice to resolve this.
There wasn't a mistake at all from my side in the first place, they didn't have proper communication before closing the account. I never receive a call/text or email from them to confirm that suspicious payment that they thought it was, all they did was send out a piece of mail and close the account.
Instead of closing the account straight forward, they could have, texted, called or emailed me to find the details of the payment, despite me being out of country I do have access for those all and could have explained them and resolved the issue.
In the end now after the inquiry they said they cant approve the card because of my existing credit stage.
I lost a credit card and an account from my credit history because of their improper maintenance/handling of situation.
And this did affect my credit score again.
|
| 10/26/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
1. My Citizen Bank account was a legacy XXXX accounts sold to Citizen Bank.
2. Around early XXXXXXXX XXXX, I realize there was an overdraft/outstanding balance ( less than XXXX XXXXXXXX ) in my Citizen Bank Checking Account.
3. On XX/XX/XXXX, I sent in total of {$5000.00} to the checking account that had an overdraft/outstanding balance, with an aim to settle all balances.
4. On XX/XX/XXXX, Citizen Bank sent me a check with an amount of {$4700.00} ( original {$5000.00}, net of overdraft ). I have no clue why I received such check.
5. When I logged into the website dashboard, all account balances are shown zero which made me think that all my balances with Citizens are now cleared.
6. However, my credit report continued to be report with late payment thereafter and my credit score continued to drop.
7. Finally, after speaking to more than 5 different representatives. There was another outstanding balance from " Overdraft Line of Credit ''. Apparently, the bank did not take the cash from me back in XXXX to settle that balance - before sending me a check for the remaining balance in the account ; in turn, the bank continues to report that as a late payment items. The bank took {$220.00} from my {$5000.00} cash balance to settle a bank overdraft balance.
8. The bank failure to use the cash from the customer ( XX/XX/2022 ) to fully settle all the outstanding balances related to the checking account is not the customer fault. The bank staff did not review all the outstanding balance of the customer before closing out the checking account and remitting the check of to the customer account.
9. With the aim and action to settle the full outstanding balance ( sending in {$5000.00} ) to the bank from the customer, the bank should not report the customer 's outstanding balance as " late payment '' after they remitted the check to the customer. It is bank 's own error for not applying the cash to settle up the outstanding balance.
10. The bank should correct the customer credit report due to it is bank operational error. Bank staff did not review the account correctly before remitting the remaining balance.
11. Please see all the check copies. 1 ) Wires sent to Citizen bank with an aim to settle all outstanding balances ; 2 ) Check received from Citizen Bank.
|
| 01/29/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American |
|
We were the victims of a credit card fraud which, despite promises to the contrary, the bank has not taken any visible action to investigate or rectify.
Here is a brief chronological description of the events. Please see attachments for a more detailed account.
-- In XX/XX/XXXX we opened a business account at Citizens Bank in XXXX, Vt., for a small seasonal bed and breakfast that we operate at our home. During this initial visit to Citizens Bank offices we also arranged for credit card payment services and the lease of a credit card reading machine.
-- In XX/XX/XXXX a prospective guest reserved rooms for an extended period of time and provided a deposit of {$1700.00} which was booked to his credit card and credited to our Citizens Bank account.
-- In XX/XX/XXXX the prospective guest then secured a refund of the deposit from XXXX, the credit card services partner of Citizens Bank. Neither the guest nor XXXX nor Citizens Bank consulted us about the refund and we were not notified of it in a timely way.
-- Separately, the guest communicated to us that he had changed his plans and demanded a refund of his deposit from us. Unaware that he had already received a refund, we paid him the money. We later realized we had been scammed.
-- Citizens Bank refunded {$270.00} in fees incurred after the refund to the customer caused our account to become overdrawn, and has assured us that the matter was being investigated. But neither the bank nor XXXX has provided a progress report or any concrete indication that efforts are being made to recover money or take action against the fraudster.
-- In XXXX the Citizens Bank branch manager in XXXX, provided a contact at XXXX. The contact was able to discuss a separate issue involving the lease of the credit card machine, but he had no knowledge of the fraud case.
Thank you for your consideration.
Attachments : Sequence of events previously provided to Citizens Bank. Additional documentation such as bank statements and emails available on request.
Note : We have previously complained to the Vermont Department of Financial Regulation, which informed us on XX/XX/XXXX, that it had forwarded our complaint to the Office of the Comptroller of the Currency. We have not received an acknowledgement from the Comptroller.
|
| 10/16/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On the XX/XX/2019 I opened up an checkings account with Citizens bank. On XX/XX/2019 I deposited my social security check in the amount of {$770.00} dollars I was told that there will be a 5-7s hold on my account due to it was a new account but they did make {$200.00} which I did spend available so {$570.00} dollars was on hold and due to be released on Monday XX/XX/2019. On Monday XX/XX/XXXX I recieved an email from Citizens bank fraud department questioning suspicious activity thats when I learned that my debit card was in fact missing from my possession I then called Citizens bank claims department after having my card deactivated and requesting a new one. I put in a claim for the tranctions that I did not use or authorized it was a total of 18 atm and pos charges made with my debit card and started the claims process. Friday XX/XX/2019 I recieved a call from a supervisior name XXXX who stated to me that they closed my claim and refuse to reopen my claims I asked why she then stated that I never called to report my card lost or stolen I that time I explained that I was not aware but soon as I was made aware I took the proper and nesseccary steps of cancelling my debit card and reported to Citizens bank. The supervisor was very rude and mean when she called my phone. i have been back and forth with branch supervisors rep Representatives Etc and their customer service was very unprofessional very poor very distasteful very unsatisfying. As a result in this whole situation I lost my housing for unpaid rent for the month of XX/XX/XXXX me and my XXXX children no longer have any place to stay I made the branch supervisor aware of my situation I sent her an email I'm a termination letter of my lease I have been I've made police reports I have been doing everything that I could possibly do but since this situation has been happening it has been nothing but turmoil and heartache for me and my babies because I have to pack up XXXX small children XXXX in which is an XXXX who just had XXXX XXXX a week and a half ago and now I have to tow her around the city of XXXX trying to find somewhere for us to stay I deposited my money into Citizens Bank and I didn't receive my money is back out of {$700.00} I only was able to spend XXXX {$570.00} walked away from me
|
| 06/18/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
On the XX/XX/XXXX I happen to check my account to find out it was over drafted. No notice was mailed to me. emailed to me or even a phone call. I have there mobile app seen no notice of it. So I spoke with someone at Citizen online banking and they credited XXXX and XXXX and told me I had to pay other overdraft of XXXX . I had my girlfriend who is also a citizen bank account holder to transfer me XXXX $ to correct the XXXX $ charge and pay the XXXX $ fee remaining for overdraft. We used XXXX which I called and was told my account and my girlfriends accounts are both verified and transaction should have occurred in minutes. Citizen bank made it take a day. Boom another XXXX $ charge. I went to my local branch the lady at counter was nice I explained my situation this was about XXXX on XX/XX/XXXX she credited my account XXXX $ to fix it yet again. I checked my account at about XXXX said XXXX and I was happy finally. figured it was good I was good. Wrong. Check my account now XXXX XX/XX/XXXX - {$36.00} they hit me with another overdraft fee for no reason nothing is posted to my account other then what is listed below. 3 days of dealing with this bank and we are going no where with a resolution now id like to close my bank account out after this is over to protect my self from a predatory monetary system. Gon na attempt to resolve this tomorrow again but if they try to hard hand me again I'm getting a lawyer and contacting my state senator. Was told the FDIC was a trusted organization I hope so.
XX/XX/21 Fee Rebate Dda Credit {$30.00} {$0.00} XX/XX/21 Debit Memo Sustained Od Fee - {$30.00} - {$29.00} XX/XX/21 Direct Deposit Citizens Bank N {$70.00} {$0.00} XX/XX/21 Preauthorized Debit XXXX Inst Xfer - {$32.00} - {$69.00} XX/XX/21 Fee Rebate Fee Rebate {$30.00} - {$37.00} XX/XX/21 Fee Rebate Fee Rebate {$37.00} - {$67.00} XX/XX/21 Service Charge Sustained Overdraft Fee - {$30.00} - {$100.00} XX/XX/21 Service Charge Sustained Overdraft Fee - {$30.00} - {$74.00} XX/XX/21 Fee Overdraft ( 1 At {$37.00} ) |eNotice - {$37.00} - {$44.00} XX/XX/21 Preauthorized Debit < -- - When overdraft happened.
XXXX Inst Xfer - {$10.00} - {$7.00} XX/XX/21 DBT Purchase XXXX XXXX XXXX Co XXXX - {$10.00} {$3.00} XX/XX/21 POS Debit XXXX XXXX XXXX Dc XXXX - {$69.00} {$13.00}
|
| 10/20/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I was purchasing some XXXX XXXX items through a group on XXXX. The person I was buying items from said their name was XXXX XXXX. I sent this person 3 different payments to the phone number they provided XXXX, through the XXXX feature on my Citizens bank app. This was after I had to call Citizens Bank to have them verify my phone number so the payments would stop failing and would go through. On XX/XX/XXXX I sent this number {$32.00} through XXXX, On XX/XX/XXXX I sent {$60.00} to this number through XXXX for more promised products. On XX/XX/XXXX I sent this number {$190.00} for an entire product collection. At this point I checked my bank and realized the XXXX payments were being sent to a different name than that of the person I had been talking to. I searched the name on XXXX and found out that this person is a well known scammer. I contacted Citizens bank to try and cancel the payments as two of them were made within 24 hours of me calling them and was told that there was nothing they could do because they were instant payments. The seller I was dealing with has disappeared. I questioned Citizens Bank and how they could allow these transactions to go through without any sort of Fraud protection, after all, I thought I was safe doing these transactions because they are directly through Citizens Bank and was informed that they would do nothing and I should contact my local authorities which will do no good as the seller has gone ghost. I attempted to cancel these transactions within 24 hours and same day for one and was told that Citizens bank will do nothing. I am extremely upset and would like Citizens Bank to refund these purchases as they are my bank and should protect their customers from Fraud if it happens through an app that they are controlling. The XXXX feature is directly on my Citizens Bank app so they should have some sort of protection in place and as my bank I would like them to cover this fraud. I have submitted to them proof that the person the money went to was not the person they claimed to be and still they will do nothing. Which is why I would like your help getting the fraud protection deserved on these transactions done directly through Citizens Bank from one bank account to another on their XXXX feature in the Citizens app.
|
| 04/07/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
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|
On XX/XX/XXXX my husband and I met with a MLO to discuss loan options and be pre-approved. We were given the option of a destination home mortgage, but at that time not given the exact requirements of maximum gross income to qualify. On XX/XX/XXXX, two days before closing on the home, we were told the loan was denied because of exceeding max income ( we had actually been denied on XX/XX/XXXX but not told ). If the information had been given to us we would have recognized we do not qualify. From this point we were given false information on our loan options moving forward including the amount we would pay out of our pocket at closing. The MLO dragged out from the begging of the process and yet again after denial, giving us information about a FHA loan. We were not told of a deadline to submit for another loan before the application became inactive and the process would start over again. Because of this deadline on XX/XX/XXXX the MLO submitted for a loan ( conventional LPMI loan ) which I had not consented for, when that morning I had in fact said we wanted the FHA loan. If the loan he submitted us for had been approved then we would be unable to pay out the loan. We then worked with the MLO 's manager since the MLO refused to " deal with us ''. The manager told us we are not the first people he has given false information to and that he submitted information on our loan incorrectly, the MLO " did n't do his job ''. In addition, we originally had difficulty signing the disclosures due to the MLO being unfamiliar with the online program yet the process proceeded. Also, poor communication skills of the MLO including incorrect grammar, spelling and incomplete sentences made it extremely difficult to have questions answered and understand the answers given. Once we worked with the manager, we resubmitted as a FHA 4.375 % interest with loaner credits due to the amount we need to bring to closing being much more than originally promised by the MLO, with the closing date of XX/XX/XXXX versus XX/XX/XXXX. In order to have the extension on the contract, our seller 's had to compensate their seller 's for their new house. Now we also have to hire mover 's instead of doing the job ourselves since we now need to move on weekdays we already are scheduled to work.
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| 08/11/2016 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Don't agree with fees charged
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Web |
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I applied and received approval for an education loan from Citizens Bank National Association to refinance my existing XXXX federal student loans. After executing the loan documents online, I was informed that the new loan would be funded on XXXX XXXX. On XXXX XXXX, I logged in to the Citizens Bank web portal to discover that Citizens Bank had created a loan account naming me as the debtor, and assigned the servicing of the loan to a third party. I checked the third party servicer 's records to discover that their records matched those of Citizens Bank, and that there was a debt in my name for the amount I initially agreed to. Interest had begun to accrue on this purported loan as of XXXX XXXX.
I then checked my existing federal loan servicing account ( the " Original Loan '' ) to discover that the Original Loan was still outstanding and that according to their records, I was still responsible to make payments to them.
I called Citizens Bank to figure out how I ended up with XXXX outstanding loans, and their representatives explained that it could take up to two months for my Original Loan to be repaid. The representatives claimed that a check had been mailed to my Original Loan servicer, but they had not been in direct contact with the Original Loan servicer, and I have not seen any records to confirm that the check had been mailed to the proper address. I was not informed that they would be charging me interest for a loan while their check was in transit, notwithstanding the fact that no actual funds had been funded on my behalf by Citizens Bank, and in effect, I was being charged interest by Citizens Bank for the repayment of funds that have yet to be credited on my behalf ( their check being purportedly in transit, but not yet redeemed ).
I asked Citizens Bank 's representatives to defer interest on the purported loan that they made to me until funds were received by my Original Loan servicer. The refused, citing two separate provisions of the promissory note I had allegedly agreed to, claiming that these provisions together entitled them to charge me interest for up to 60 days without ever making a disbursement of funds. In other words, they said that they were entitled to charge me interest for a loan that has yet to be credited to me.
|
| 10/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Servicemember |
|
I talked to Citizens prematurely when i inquired on programs if i were to miss a payment in XX/XX/2023. I was able to make XXXX payment and told Citizens to cancel my inquiry as i dont need help and don't need any assistance.
Immediately i was bombarded with a loss mitigation status and am being sent foreclosure options even though im not late and told them. In XXXX they said don't worry about it and i replied, i am worried and don't need that on my record because im not late and don't want it.
I just found out that even though i have never been late in my payments MY PAYMENTS ARE BEING APPLIED TO FOREBEARANCE INTEREST.
Please help me to opt out and remove the forbearance as i requested removal from the citizen bank unemployment forbearance program because Citizens is charging extra compounded interest.
i need to have this entire loss mitigation removed and my account corrected. I need my mortgage account to be reviewed for accuracy.
For months i have been fighting this and I thought it was over but when i went to pay extra on escrow i was told my account is in forbearance and that i wasn't permitted to do that.
I called around and someone in Loss Mitigation helped me thru making an escrow payment.
However i don't think it was applied correctly since i am coded in their system as being in forbearance.
I am experiencing collection/loss mitigation calls and solicitation to foreclosure options and its not fair they are charging me forbearance interest and wont allow me the option to opt out. I never wanted any program and should have the right to opt out after months of calls to them. I have never been late and thought it was easy to correct this forbearance issue.
For months i have been fighting this and need fairness and integrity.
MY PAYMENTS ARE BEING MISAPPLIED TO FOREBEARANCE INTEREST due to the unemployment forbearance that they wont remove.
I cant get get a loan. My credit has been affected from Citizens putting this on my credit report.
There are ample notes in their system that i have called and canceled this inquiry on the unemployment forbearance in XXXX.
XXXXI can't afford to pay the balance that will become due at the end of the forbearance period and need the payment applied correctly and not towards forbearance.
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| 10/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XX/XX/XXXX, I received a loan modification for the mortgage on my home that I have lived in for 22 years. It was a principal and interest only loan, with my monthly payment totaling {$440.00}. The loan was made possible by extending the years on my previous mortgage, which thereby lowered my payments. The interest rate was fixed for a 30-year term. In order to be accepted for this modification, I had to go through a 3 month trial period to ensure full payments of {$440.00} were made by the first of each month. I met this requirement and therefore, my mortgage payment stayed at the rate of {$440.00} for the remainder ofthe loan. I knew that this was a principal and interest loan, and that I was responsible for paying real estate taxes and home owner 's insurance, as was directed on the signed contract. I continued to pay my taxes and home insurance and am current on all payments up to this date, XX/XX/19.
Approximately a little over a year after my XX/XX/XXXX modification started, I received a bill from Citizen 's Bank/CCO Mortgage stating I owed approximately {$5000.00}. They said that they had mistakenly not included escrow in the modification from XX/XX/XXXX and therefore, owed this amount. But, I had paid the town of XXXX, MA for all the real estate taxed owed as well as paid my home owner 's insurance. I tried to set up an escrow account with CCO mortgage from that date forward, and provided them with proof of all the last year 's taxes and insurance payments. They did not agree to this. I have made several attempts to resolve this issue and am still paying real estate taxes and home owner 's insurance, as well as my {$440.00} monthly mortgage payment. CCO Mortgage claims that they have been paying the real estate taxes and insurance, and now say I owe them thousands of dollars, as this issue has gone back and forth for the past few years with no resolution.
I have provided to CCO mortgage all documentation and proof of taxes and insurance payments, and can still provide this documentation, if needed. At this time, they are threatening foreclosure, though I've continued to make timely payments. I appreciate receiving the modification, which allows me to stay in my home, and just wish to resolve this issue as prorrptly as possible.
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| 10/24/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
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|
Web |
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I opened a Checking account # XXXX and Savings account # XXXX with Citizen 's Bank and I have been doing all my transactions online or using debit card over the course of 2 years. I never received emails, text messages, or phone calls from Citizen Bank regarding my account balance and I have been responsible and current in all my banking transactions. On XXXX XXXX, 2016 I received a letter dated XXXX/XXXX/2016 from Citizens bank indicating that my account was overdrawn by {$180.00} urging me to make a deposit. I looked online to see why I was assessed an overdraft charge, assuming a fraudulent activity had occurred to make my account balance excessively overdue. It showed that my account was overdrawn by {$25.00}. The bank charged an overdraft fee, and then XXXX additional sustained overdraft fees within 5 days of the initial overdraft charge, without notifying me of the first overdraft charge or giving me the opportunity to rectify the matter. Another deposit and charge was automatically debited to my checking account two weeks later which then triggered another overdraft fee. A total of {$160.00} was charged to my account without letting me know by phone, text message, or email that my account was overdrawn. I visited a branch and was told that my account is only eligible for a one time overdraft reversal so the initial overdraft fee no longer applied and I just have to pay the 2nd overdraft fee and XXXX sustained overdrafts ( {$120.00} total ) to bring my account current. If the bank had informed me of the original overdraft right away, I would not have had to to pay any overdraft or sustained overdraft fees, but the bank did not call, text message or email me and kept charging sustained overdraft fees over and over again within a period of 5 days. The only letter I received is dated XXXX XXXX, and arrived on XXXX XXXX, 2016 ( 3 weeks after the initial overdraft charge ) which did not allow me the proper time or consideration to rectify my account before all the sustained overdraft fees occurred. I feel victimized as a result of the banks improper notification procedures. I also feel that the overdraft charges and sustained overdraft charges were excessive considering my previous flawless record and history of banking with Citizen 's Bank.
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| 02/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My school tax and city tax were incorrectly documented in my escrow account. I provided Citizens Bank with the accurate amounts for both but neither had been updated. They paid the correct city tax amount of {$3500.00} in XX/XX/XXXX but did not update the amount on the escrow account which they kept at {$25000.00}. I called the company multiple times over the course of 4-6 weeks ( XX/XX/XXXX until XX/XX/XXXX ) to have these updated and each time I was told it was in process. When I would call back, I was informed that nothing had been done yet and they would resubmit. This happened on multiple occasions. I was even told that I would have a manager call me within 24 hours to talk about this, but I was never called back. This also happened multiple times. I kept calling with frustration because my mortgage payment is off by almost {$5000.00} with these incorrect tax assessments, and I was frantically trying to get my payment adjusted to the normal amount, but Citizens could not get it together to make any adjustments. My school tax bill which is {$18000.00} which they also paid and have documentation of from the township remains at {$31000.00} on the escrow account. I finally called 2 weeks ago and was promised it would be " expedited '' or at least no longer than XX/XX/XXXX to be figured out. Today is XX/XX/XXXX and it has not been rectified and I am on the phone with Citizens again today and they are unable to resolve my issues. This is terrible customer service and business practice. They have no intention of making good on any of their promises and are causing me to pay thousands of dollars more than I need to keep in escrow at a time when not a lot of people have cash sitting around. I have no confidence in this bank nor do I trust any of their monetary practices. In what business is it acceptable to have such bad accounting practices. It is completely unprofessional. I have called Citizens so many times to resolve these issues but no one can help me so I am looking for an outside entity that can help me. I will never use them again for any type of mortgage or loan. I simply not trust the business practice or ability to manage money. Fortunately they have documentation of all the phone calls I have made with their empty and fake promises.
|
| 07/12/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
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I opened a Platinum checking account with Citizens Bank at XXXX, RI location ( XXXX XXXX XXXX XXXX XXXX, RI ) in XX/XX/2019. I presented the officer with a promotion coupon card mailed with the USPS change of address package for {$400.00} bonus after meeting certain requirements including maintaining a balance of {$25000.00} for three months. The banker at the branch accepted the coupon and opened the account for me in person and promised that I will receive the {$400.00} bonus after meeting the requirements. The banker didn't return the coupon card to me after opening the account and I relied on the assurance from the banker that the {$400.00} will be deposited assuming that all requirements are met.
I deposited the {$25000.00} required to get the {$400.00} promotion bonus at the end of XXXX. After not receiving the bonus for three months, I called on XX/XX/XXXX to inquire about the promotion bonus and was informed via phone that bonus will be posted to my account in XXXX. On XX/XX/XXXX, I called the customer service line again to inquire about the promotion bonus that was not received. I was told that they'll investigate and get back to me. A lady from Citizens Bank left me an voicemail on XX/XX/XXXX saying that the coupon I used was valid from XX/XX/XXXX to XX/XX/XXXX and I am not qualified to receive the bonus because I opened the account before XX/XX/XXXX. I subsequently called again on XX/XX/XXXX and the person on the phone refused to provide proof that the coupon I used was not valid and told me that the manager of the branch where I opened the account will call me in the next 1-2 business days. The branch manager called me on XX/XX/XXXX and told me that I need to provide proof that the coupon I used in XXXX was valid, otherwise they would not honor the promotion bonus. The branch manager and the customer representative refused to provide proof that the coupon code was not valid, but insisted that I need to provide proof that the coupon that the branch accepted back in XXXX was valid. I don't have obligations to keep the coupon once the coupon was presented, accepted and kept by the branch banker. The Citizens Bank was clearly committing fraud by deceiving customers into depositing large amount of funds at a no a interest account.
|
| 06/08/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
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|
Web |
Older American |
|
Since XXXX we have paid our equity loan on time up to including XXXX XXXX. Citizens Bank returned the XXXX XXXX payment stating the account XXXX is closed. When I called the bank, I was surprised to be referred to XXXX, a debt collection agency who then referred me back to Citizens Bank ( XXXX XXXX XXXX XXXX XXXX who said the account changed last year and is now in foreclosure and then referred me back to the collection agency.
Last year we were in chapter XXXX bankruptcy and the mortgage and equity payments as NEVER included or an issue in bankruptcy and again we always paid on time.
The issue is that Citizens Bank never informed us of the account change and continued to add late charges and penalties totaling {$2100.00} XXXX XXXX ( Citizens Bank ) stated that due to the bankruptcy reason, Citizens Bank could not contact us. I stated that every month the bank accepted our monthly payment and although we were discharged in XXXX XXXX, the bank made NO attempt to call, email or send a letter stating the account was changed. My attorney ( XXXX XXXX ) from XXXX XXXX XXXX XXXX XXXX wrote a letter ( XXXX XXXX, XXXX ) to XXXX XXXX, SVP Citizens Bank Mortgage Services. At this point in time, no one from Citizens Bank will respond or speak with me or my attorney regarding the negligence of imposing penalties and late fees. We are asking that the penalties and late fees be removed because Citizens Bank was negligent in not notifying us of the account changes and continued to impose penalties and late fees.
On XXXX XXXX, XXXX, we received the FIRST statement which shows fees and penalties removed and also added back in on the same statement. XXXX XXXX ( Citizens Bank ) said this was a confusing statement and referred it to her manager to respond to me. After two weeks, I never heard from Citizens Bank and called XXXX XXXX who stated her office was busy and can not speak further until payment is received including all penalties and late fees.
My wife and I feel extremely frustrated that the bank has made no attempt to recognize the negligence with the only response is to put our home in foreclosure.
Attached are copies of the letters from my attorney 's office, bank statement, Debt collection agency, and foreclosure notice from Citizens bank.
|
| 09/16/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
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We applied for a mortgage from CCO Mortgage XXXX to help my sister purchase a house. The amount approved was not enough so CCO Mortgage did a second mortgage from Charter Bank. We did not know that the XXXX were the same mortgage company. My sister could not afford to pay the mortgages because the interest rates were so high. We had to apply for a modification. After a lot of complications, CCO approved the modification although they charged a lot of interest and did not do anything about the second mortgage to Charter Bank. So, my first complaint is about CCO Mortgage. While this modification application was pending, Charter Bank sent a notice that its second mortgage was in default. They said nothing about a chargeoff. Later, Charter One send us a letter giving us two choices, one to pay 70 % of the balance and they would chargeoff the 30 % and the other to pay {$200.00} per month with no threat of a chargeoff, only that the {$200.00} would continue until payment in full. A copy of is letter is provided. Then, XX/XX/XXXX. I applied for a refinance of my home and was rejected because the credit report showed a chargeoff of the loan from Charter Bank. Charter Bank, now saying they are Citizens Bank, state that they charged off the loan XX/XX/XXXX The bank reported a chargeoff to the credit bureau but did not in fact chargeoff the loan but continued to keep it active charging interest so that the {$200.00} per month was applied solely to interest. A copy of a statement showing the interest charged is enclosed. It is my opinion that CCO Mortgage knew that my sister could not afford the mortgage but financed it anyway and then they created a second mortgage, which was really with the same company, to illegally put more money in their pocket and intentionally create a situation which we could not afford. They should have turned the purchase money mortgage down. Then Citizens Bank, acting as Charter Bank, reported the loan as a chargeoff without notifying us, and without actually charging off the account. The letter, copy enclosed, led us to believe that there would be no chargeoff if we paid the {$200.00} per month, which we paid faithfully. We have contacted Citizens Bank and requested that they reverse the chargeoff. They refuse to do this.
|
| 04/26/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
Disputes at Citizens Bank were not handled properly. All 3 disputes were denied, 2 claim numbers. There is no way to contact the disputes department. Received 1 call from a private number, so of course I didn't answer, from XXXX man with thick accent, Citizen Bank employee telling me in an indifferent scripted tone, without any reference to a claim number, that services were rendered. They aren't even all services.
After resubmitting my disputes I was told I would received 2 calls from disputes since there are XXXX disputes and 2 claims numbers. I only received 1 call/ voicemail from a private/restricted number.
What bank doesn't have a real claims department to contact?
Claim number XXXX totaling {$71.00} 2 items ITEM 1. {$58.00} XX/XX/2021 is XXXX XXXX XXXX makeup from an XXXX store offering money back guarantee. They REFUSED to give me my money back and now claim I am beyond the 30 day guarantee. At the time I was sick with XXXX XXXX.
Scam XXXX store is called XXXXXXXX and is not related to the national chain XXXX XXXX in anyway, which I recently learned. As of XX/XX/2021 I learned this store is now closed for its scams. XXXX KNOWS I WAS SCAMMED AND REFUSED TO REFUND ME. CITIZENS BANK KNOW I WAS SCAMMED AND REFUSED TO REFUND ME.
ITEM 2. {$12.00} A company to boost my social media followers sold me profiles of XXXX in XXXX world countries.
Claim number XXXX {$140.00} XX/XX/2021 XXXX purchase XXXX XXXX XXXX The employee dyed my hair a dark shade of blue. I wanted platinum blonde. She put too much blue in the toner and walked away from me. Normally I do my hair myself and told her to be careful not to dye my hair blue, which she proceeded to do. Due to XXXX XXXX XXXX I sought her assistance. She then cut, without my consent, my hair short due to my hair then being dark blue. I asked for the manger to call me and to date the manger has refused to do so.
I made disputes with Citizen Bank. I refiled the disputes. The dispute department refused to allow contact or to even acknowledge the claim numbers upon 2nd dispute. I emailed XXXX whom to date has not responded back. I made them aware they are now part of my complaint to you.
Please assist and hold Citizens Bank accountable to protect its consumers.
Thank you, XXXX XXXX
|
| 10/04/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
On XX/XX/XXXX I was assessed 3 overdraft fees totaling {$100.00} but never had a negative balance on my account. On XX/XX/XXXX my account began with a total balance of {$69.00}, I purchased gas at XXXX for {$40.00} which took my account to XXXX, I then purchased XXXX costing {$8.00} bring the total to {$21.00}, next {$15.00} was spent at XXXX leaving a total of {$6.00}. Later that evening I completed an online transfer of {$44.00} that brought the account to {$460.00} because an online transfer of {$410.00} I made the prior evening, Thursday XX/XX/XXXX, also posted on XX/XX/XXXX. The overdraft fees of {$100.00} left {$360.00}, {$2.00} XXXX made {$350.00}, XXXX XXXX {$11.00} took the account to {$340.00}, XXXX {$29.00} & {$17.00} made the total {$300.00}. These transactions per my statement never caused a negative balance on my account, but due to your overdraft fees my account continues to go into the negative. I have made a total of {$590.00} credits to my account since XX/XX/XXXX, the first online transfer of {$410.00} was made while my account was still in the positive before the transactions in question were made. The online transfer made on XX/XX/XXXX for {$57.00} made the account positive that night and then I woke up to a negative balance of {$19.00}, I then transferred {$43.00} bringing the account positive again at {$23.00} my wife made a purchase at XXXX for {$14.00} leaving me a total of XXXX. The inaccurate overdraft fees cause my account to be negative. I called customer service each time the account went negative but no one could explain how you apply overdraft fees to an account that does not go negative. Not to mention, I was told by different reps different transactions caused the overdraft. My next step in an attempt to get a solution was to go into a branch, upon speaking to the branch manager he understood and agreed that my account should not have any fees, he called into customer service and was given the same explanation they gave me. He ultimately said he would rebate the last overdraft I received of {$35.00} as a form of customer service. Even with him doing so my account is still negative {$26.00} but has a balance of {$8.00} which seems as if there is another overdraft fee that 's going to post to my account.
|
| 08/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I asaw money laundering going on in my name with Citizens Bank, I reported it & then saw activity going on in my name on XXXX computer screen & a HELOC I never used & took in myXXXX, I reported Citizens Bank, they came up with another amount of money I owed like in XXXX XXXX through XXXX I paid but hit hardasing phone calls saying I did not! I sent Citizens my bank statements, their statements & the checks cashed by Citizens proving I paid, but a few weeks later I got another letter saying I didnt pay after getting a letter saying sorry for the inconvenience! Citizens sent me a letter proving my point that my mortgage has been paid d sad ice XXXX ( because thats the year B I calculated & other legal agencies told me it has been paid. Once XXXX! I also Paid 4-6 times additional payments each year! A letter proving someone else has all my information was sent to me from the Office of the Chairman The individual put my entire social security # in the letter, said they look forward to doing further business with them & Im a XXXX XXXX not in business as the letter refers & the signature is not mine!!!
Cituzebs also has the date I purchased the home in XXXX & I have been living here as I bought on. XX/XX/XXXX! I got a HELOC I NEVER USED IN XXXX, Citizens writes XXXX & a mortgage loan in the amount of {$120000.00} also in XXXX which I didnt get & I was a victim of identity theft & as a result my credit score in XXXX Was a XXXX! Therefore all Their information is wrong & i keep getting letters saying they are escalating to the Office of the Chairman!
I sent all proof to two ( 2 ) offices certified mail/return receipt requested & neither office received what I paid {$36.00}!? I also sent to t he r CEO, Executive Director & he coincidentally didnt get it at either addessss I sent evidence!
I was to Told a para-legal, who is the only person I heard from is investigating for 6 years!? Every other bank in the country sees y if theft & fixes it except Citizens! I paid off my house in XXXX &, due to their illegal banking, I paid until XX/XX/XXXX!
XXXXI put there were missed because according to what Citizens Bank writes, they say I Owe until XXXX & I oit my mortgage in XXXX & stopped Payments in XX/XX/XXXX overpaying approximately {$150000.00}!
|
| 08/30/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
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On XXXX XXXX 2017 I contacted Citizens bank and waited on the phone over 30 minutes to attempt to resolve this issue with them directly. I have gone out of town and there was an auto payment on my account that over drafted my account. The payment was in the amount of {$160.00} and Citizens bank charged me an excessive amount of {$160.00} in fees for this amount. I have never heard of any bank charging this. I have numerous accounts with this company and I now feel very concerned to be leaving my money in this account. When I spoke with a supervisor she refused to do anything but waive {$30.00} of the fees. I asked to speak to someone above her and she told me no one is above her. I asked her if the she owns the company? She said she does not but I am not allowed to speak to anyone else. I demanded to speak to someone else as I did not feel comfortable with her. She told me that I can write a letter about it to XXXX XXXX XXXX XXXX rhoad island XXXX. I asked her what her full name or badge ID was in which again she refused to give me. All I know is that her name is XXXX and she is a manager in account support department. I should be able to speak to someone professional about my account and not treated this way when I have all of my checking and savings numerous accounts with this company. I never wanted this account to begin with I was constantly pressured any time I would go to the bank to make a personal account there because they wanted to meet there quota for the month. I have even gone in to try to cancel the account because they charge a monthly service fee and they wo n't allow me to and try to talk me out of it and say just set up one deposit into there every month to eliminate this fee. There are many other banks in this area that will not charge these fees and I would rather use them. In addition to this I told XXXX I do not want to be charged excessive fees I want to close the account. She refused to close the account. She told me she will not close it I have a balance. I told her to take it out of my other account and close all of them I do n't want their services in which she still refused to do so. I do not feel my money is safe with this company and I feel they are predatory bankers based on my experiences with them.
|
| 06/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I was managing my XXXXXXXX XXXX account. I signed in on XX/XX/23 to realize several unauthorized XXXX XXXX card transactions. I called and reported it as soon as I realized it and filed a claim. I know someone on the fraud team who was able to review the atm footage and showed me the image of the person who stole from the account. It was my XXXX at the time. I immediately called the police and XXXX XXXX charges. XXXX XXXX the XXXX card from my wallet and replaced it with an XXXX card of someone else so I wouldnt know it was missing. The bank denied my claim. I called and explained the situation and the rep refiled the claim as I work for the bank and another friend looked up the claim and advised me the first one was entered wrong. I have proof in form of texts and video that show my now XXXX admitting to stealing the money without my knowledge. The bank again without reaching out to me, denied my claim. I am working with the detective who has told me she sent the bank a subpoena for the atm footage for all the ATMs he went to. The detective is working with a XXXX XXXX for the bank who first claimed couldnt find the account even though account number, titling, and my own name was provided, now they have found the account but are still delaying handing over the footage for some reason even after they told the detective they found the account. It is now XXXX, 3 months after I reported it and the bank still has not handed the footage to the detective so that an arrest warrant can be issued. The bank does not seem to care that this is a XXXX XXXX situation and doesnt seem to be putting effort to stop the financial abuse I was put thru. I am working with an investigative reporter who will be doing a story on this for XXXX and all details will be made public, including how citizens refuses to help. My XXXX also opened up phones fraudulently in my name and another credit card with a different bank that those companies were able to resolve for me. Citizens is the only bank not willing to help resolve a financial abuse situation and is doing all means to not hand over the footage to the police. They instead closed the account and never credited me for the fraud. I will be speaking with a lawyer regarding the treatment by the bank.
|
| 08/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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On XX/XX/2021, My wife, XXXX, and I emailed XXXX XXXX at Citizens Bank NA inquiring about their medical professional mortgage program. This began a series of emails in which XXXX indicted that we qualified for this program and that our rate would be between 2.875 and 3.0, given our credit scores, home price, and loan amount. On XX/XX/XXXX, we completed an online loan application with Citizens. On XX/XX/XXXX, XXXX emailed us a few times including an email that offered the opportunity to lock in the rate of 3.0 with .25 points. We asked him to lock that rate in, and he confirmed that he had. We asked for a loan estimate, and he sent us what we believed to be a loan estimate ( but it was in fact a " pre-application cost estimate '' ). On XX/XX/XXXX, as part of our loan shopping process, we realized XXXX had not sent us a loan estimate, so we requested one over the phone. He told us that he could not give us one for at least 7-10 days because we first had to put in a formal loan application ( which we already had, since we had provided the 6 necessary pieces of info ). He said he could not provide us a loan estimate, but he did send us a rate lock agreement. XXXX told us we could not have more than one mortgage application open at a time, and he told us that it was illegal for another lender to " beat '' another lender 's rate. He discouraged the mortgage shopping process.
We called the Citizens mortgage broker line to dig deeper and spoke with another loan officer. He told us that they intentionally ( and unethically ) don't ask for the address of the home in the application to avoid triggering XXXX ( a loan officer with another lender actually overheard him saying it because he was on the phone with my wife at the time ). While we didn't provide the address in the application ( because there's no place to ), we did provide it on XX/XX/XXXX along with our home purchase agreement. So, our application on XX/XX/XXXX ( or at least XX/XX/XXXX when we provided the address ) included all necessary info and should have triggered XXXX and entitled us to receive a loan estimate.
We would like to receive the loan estimate that we are legally entitled to receive, including the terms outlined in the Rate Lock Agreement we were provided.
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| 04/23/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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To whom it may concern : I have been a lifelong resident of the great state of Alabama. I 've been active in my community, even XXXX for many years. I have owned multiple towing companies over the years, and I have owned my home for about the last 5 years. Unfortunately, due to a predatory loan and the absolutely despicable treatment I 've received from Citizens Bank, I 'm in danger of losing all that I have.
The problem started when I refinanced my home in XX/XX/XXXX to remove the seller-backed financing I had on my home. I believed I had a standard fixed rate loan, but nothing about this loan was standard. My business had slowed, I went through a divorce, and eventually I became XXXX. But the real problem was that XXXX balloon payments came due on XXXX truck loan and XXXX unsecured loan that somehow got tied into my home loan ( they were all with Citizens Bank ).
I had always been current on my payments. I just had no idea of these balloon payments. When I was made aware of this issue in XX/XX/XXXX, I went to Citizens Bank to see what we could do to solve the problem. I was given over to XXXX XXXX ; he 's supposedly the vice-president of the branch, but he does not act like someone who deserves that title. He did not offer any options for solutions, but instead told me I must pay the balloon payments or " lose it all ''. It seemed there was joy for him in doing this to me, like he had a vendetta. The truck was repossessed, and this vice-president told me he was " coming after everything ''. So I stopped making the mortgage payment, and he proceeded to pursue immediate sale dates. I 've held this criminal off, but he 's hell bent on taking my home!!!
I 'm on a fixed income now, but I 'm not asking for charity. I can afford to make a mortgage payment. I was doing so until late last year when I ran into this XXXX XXXX character. A lowered payment would be great, but even the same payment would be acceptable. What 's not acceptable is being bullied by a hired thug into losing my home when I 'm willing to work out a solution.
I 'm a kind person, but I 'm not a pushover. I 'm resourceful and will do what I need to do to save my home. Any assistance towards that end would be greatly appreciated. Thank you for your time.
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| 11/28/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Charged fees or interest you didn't expect
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Web |
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I recently received a personal line of credit statement dated XX/XX/XXXX from Citizens Bank of XXXX, RI requesting a payment of {$100.00} on a past due amount of {$100.00}, which I believe are fees. This line of credit was opened in XX/XX/XXXX, which I barely used if at all, and I personally closed this line of credit in their XXXX XXXX, MA branch at least five years and closer to ten years ago. At the time of closing the account, I remember the employee instructing me that I was all set and that he had closed the account. I do not recall him having me sign anything, it appeared everything was handled on the computer by the employee. I have not received any fees or correspondence from Citizens Bank regarding this LOC in many years.
On XX/XX/XXXX, I went to the XXXX XXXX, MA Citizens Bank branch to discuss these fees. They were of no assistance whatsoever and the issue did not result in any resolution. They informed me that the account was never closed and that I needed to write a letter to XXXX XXXX XXXX in XXXX, RI requesting to waive the fees and to formally close the account. They also set up a case issue number and spoke with someone over the phone about the account. Also, one of the employees stated that Citizens doesn't even offer these personal lines of credit anymore. Since there was no activity on the account for many years, I believe Citizens assessed these fees to get my attention so I would close the account.
On XX/XX/XXXX, I wrote a letter as instructed requesting that Citizens waive all fees and to close the account. The consumer loan servicing center has not responded to my letter. I have received two phone calls from a man named XXXX, who claims to be from Citizens. I believe he is just responding the case number set up by the branch and knows nothing about the situation. The first time he called, I called him back and he would not speak with me unless I gave him my full Social Security number which was on a recorded line. In this era of rampant identity theft, I thought that was totally inappropriate and I refused to speak with him. As of this writing, I am waiting for someone in consumer loans to contact me and grant my request. This is all totally unnecessary, since I closed this LOC many years ago.
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| 01/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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On XX/XX/23, I paid my mortgage by phone as I do every month. I got paid that following Wednesday the XXXX. When I needed to access my money, my debit card was denied. I didn't know how this could happen since I had just gotten paid. I checked my account on line and I was over {$1000.00} in the red. I scrolled down and found that my Citizens Bank Mortgage had withdrawn my mortgage payment 2x 's on the same day. I contacted the mortgage company on the XXXX, to let them know their error and they told me to email them a copy of my bank account, which I did. It showed their double payment. They said they were going to investigate and if they found their error in their system it would take 9-10 days for me to get my refund. I told them I couldn't wait 10 days, I couldn't pay my bills, I had bills coming out of my account and for each bill they gave me an overdraft fee of {$35.00} and a sustained overdraft fee of {$30.00}. Now totaling over {$200.00}. I contacted the XXXX XXXX XXXX and filed a complaint and within 2 days a man from Citizens Bank Corporate called me and told me he was my advocate. He was going to make sure I got my money back in 2 days. It never happened. He gave me his email address so I've been asking the status 2 times a day and no reply. This has been since Monday the XXXX. Today is the XXXX and still no reply. I have not gotten any money back. The bank manager in XXXX XXXX said she was going to cancel all of my overdraft fees, that never happened. I'm still {$650.00} in the red. I don't know what else to do, they are saying they will give me my money back, but they're not doing it. I won't be able to pay my XXXX mortgage, so I asked if they would wave it for the month. The corporate guy, XXXX XXXX said he would bring it up, but he doubts they will forfeit a month, yet they haven't done anything to reverse this. My credit score has been affected, I'm not able to put food on my families table, I have no money to shop and at this point in my life, I'm XXXX my husband is XXXX and I have a XXXX XXXX XXXX daughter with cerebral palsy that I am her sole provider and caretaker. All of my bills are past due, I can't even pay my gas bill and soon they will shut me off. They took {$2200.00} two times. Please help me.
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| 09/21/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
Older American |
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Tuesday XX/XX/XXXX and Wednesday XX/XX/XXXX my ATM debit card was not working so I went into the branch Wednesday XX/XX/XXXX to try to get another one. They decided that I should not come into any of their branches anymore and closed all access to my accounts in the computer and told me that they would send me my account balances via mail. They did not say when they would be sending it. Before they closed all access to my accounts on the computer I was able to get the last 4 numbers of the accounts and the balances. My account ending in XXXX has {$830.00}, my account ending in XXXX has {$100.00} and my account ending in XXXX has XXXX. I think it should be illegal for them to cut me off from my money and at the same time tell me not to come into their branches anymore. I was right there in the bank yesterday they should have cut me a check right then since they don't want me contacting them. I am afraid that I will not get my money from them because I do not have the full account numbers. The full account number does not show up on the computer I would have to search for it. But now I don't have any access to my accounts on the computer.
I don't have any faith in them that they will send me my money in a timely manner because back on XX/XX/XXXX I sent them {$200.00} attempting to pay a credit card bill but I accidentally sent the {$200.00} to an account that I had with them that has been closed for about 9 or 10 years ago. So last week on XX/XX/XXXX, XXXX I went into the branch attempting to get my {$200.00} back and they said they don't know where it is and can not look for it because I don't have the full account number. I showed them my bank statement that showed I sent it to an account number ending in XXXX and my bill pay bank gave me a trace number so that they could trace what they did with the {$200.00} they sent them. The trace number for that {$200.00} payment is XXXX. They claim that the trace number does not help. They claim that the only thing that will help is for me to give them the complete account number. There is no way I can give that to them from 9 years ago. Don't think I ever really had it because everything is always the last 4. I really want my {$200.00} that is floating around there somewhere.
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| 05/14/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
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I previously had three savings accounts that were with XXXX, but XXXX was bought by XXXX and my accounts were converted to Citizens. The accounts were then set up on a weekly withdraw from another bank, so that I could build up my savings, but unfortunately XXXX never communicated to me that they would be taking my savings and applying it to a previous debt with them, which was deception and fraudulent because : 1 ) In 2016 I filed Bankruptcy with the Florida XXXX XXXX XXXX XXXX ( case number XXXX, and it was approved by the courts, before it was approved, Citizens was invited to attend the meeting of creditors, but didn't show up, nor did they offer any objections, none of the creditors objected. At this point, Citizens have violated my rights under XXXX XXXX and in addition to taking all the assets from my three accounts with them, they also forced me to pay {$36.00} to XXXX XXXX to block them from taking additional funds, after I spent nearly two hours on the phone with their reps getting no where fast. I appeal to the Consumer Protection Bureau to rectify this matter, and to also prosecute XXXX XXXX for violating my rights under XXXX XXXX, in addition, XXXX XXXX XXXX the CEO of Citizens should be charged with enabling fraud, it's under his leadership that Citizens has overstepped their boundaries and fraudulently taken funds that should not have been taken due to the XXXX XXXX filing. In 2016, XXXX had the opportunity to challenge my bankruptcy hearing, they choose not to attend, that is not my burden. I want all funds returned to me by check, I want to be reimbursed for the {$36.00} from XXXX that I had to pay because their Customer Service refused to close the accounts. In addition, I believe XXXX XXXX XXXX should be charged with fraud, he is the leader of this shady operation, and the buck stops at the top. I consulted with my lawyer from the bankruptcy, XXXX XXXX, he said what Citizens did was an infringement on my rights under XXXX XXXX. I expect either the CPFB, or FDC to fine Citizens for this action. I want my money back, and I dont want to deal with their incompetent Customer Service . It's time to lock crooks like XXXX XXXX up, they have ne regards for the laws of the country and do as they please.
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| 04/22/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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I opened a checking account at Citizens when I turned 18 years of age and received a debit card with the account. I was using my debit card and not realizing Citizens was approving my transactions even when I did n't have any funds on my account. At the time of my account opening I was working and had direct deposit going in so whatever debit transactions I was purchasing whether or not I had money on my account my direct deposit would be able to cover the money owed and overdraft fees. In XXXX 2015, I no longer had direct deposit as I no longer was working. I bought something online for myself and again my debit card was approved but by XXXX XXXX 2015, my account balance was negative ( XXXX ) of which {$310.00} were overdraft fees. The following month I received another statement and my account balance was negative {$1000.00} of which {$780.00} were overdraft fees. My account was not used for the month of XXXX but my balance kept increasing. Three months later my account was sent to Collections called XXXX XXXX XXXX XXXX. I went to see one of the customer service person at Citizens yesterday and they told me my account has been sent to Collections and they could n't do anything about it and it was my fault even though my account was n't used for two month and in the matter of 2 months my account received {$780.00} in fees. The same day which was shocking to me and should be ILLEGAL I found out every 4 days the account is overdrawn Citizens charges XXXX in overdraft fees, monthly maintenance fees and some other fee that I do n't remember. This was too overwhelming for me as a XXXX year old, XXXX from XXXX XXXX this year, that a bank will do this something like this to someone who just start learning about banking products. Out of everything what bothers me the most is at account opening the customer service desk never explained the opt in and opt out ( I still do n't know what that means ) by my new local bank explained that to me in layman terms and I know now. But Citizens just automatically signed me up for allowing my debit card to go through when I did n't have money to cover the charge. I need for CFPB to do something about this illegal business that Citizens is doing to younger people/ students like myself.
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| 05/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have my mortgage through Citizen 's one home loans. I also have an escrow account with Citizen 's Home Loans for the purposes of pre-paying taxes and insurance premiums. I understand this to be standard practice for those who wish to participate in such a setup to avoid late payments. I would like to handle payments of taxes and insurance premiums on my own and have requested to close the escrow account. Citizens One bank responded to say they would only close the account if I pay an escrow waiver fee of .25 % of the outstanding principal amount of the loan. This waiver fee is not in the closing disclosure and no one from the bank ever made mentioned of it.
Citizens bank has not provided sufficient documentation on escrow waiver fees. In the attached loan disclosure, the escrow waiver fee is left off as blank. It clearly states the following : " In the future, your property costs may change and, as a result, your escrow payment may change. You may be able to cancel your escrow account, but if you do, you must pay your property costs directly. If you fail to pay your property taxes, your state or local government may ( 1 ) Impose fines and penalties or ( 2 ) place a tax lien on this property. If you fail to pay any of your property costs, your lender may ( 1 ) add the amounts to your loan balance, ( 2 ) add an escrow account to your loan, or ( 3 ) require you to pay for the property insurance that the lender buys on your behalf, which likely would cost more and provide fewer benefits than what you could buy on your own. '' I have reviewed the entire loan disclosure and do not see ANY mentions of an escrow wavier fee that would apply if I were to chose to close the escrow account. As a consumer, I feel cheated and taken advantage of. The escrow account was " conveniently '' opened on my behalf because I originally thought it was a free service provided by the bank so that I would not have to worry about paying extra bills. However, I am now discovering that I am being held hostage to to this " convenience. '' This practice by Citizen 's bank is unethical and is definitely not the right thing to do. If there was a fee to cancellation of this service, then it should have been disclosed in the closing documents.
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| 05/02/2018 |
Yes |
- Debt collection
- Private student loan debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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I am trying to understand what is going on what the payments to this account. My account is set up for auto-debit. The amount to be debited was supposed to have been calculated by XXXX to include the accumulated interest between payments. I am reviewing the payments made relative to the accumulated interest, particularly for XX/XX/2017, and see that the interest amount kept accumulating despite the monthly payment amounts exceeding the monthly interest accumulation. I don't understand how this is possible, especially since I am now learning that this loan is re-amortized on a quarterly basis. My loan statements indicate the monthly payment was being entirely applied to interest, and yet the interest kept going up, in some cases by hundreds of dollars in-between months.
I have previously asked for the terms of my loan agreement, specifically that part that addresses interest rate calculation, amortization, and other pertinent terms to the calculation and pay-off of my loan. My monthly loan payment was changing, and I did not understand why this way occurring. I even went through the CFPB in an attempt to obtain the relevant documents. CFPB closed out my case after XXXX responded, and did not provide me an opportunity to indicate whether the information provided addressed the issue. XXXX responded that the monthly payment changed due to changes in my interest rate. However, to date, I have only received a two-page promissory note, but nothing with the loan interest rate or calculation formula. I have requested this information so that I can review it. I do not have a problem with paying an owned debt ; however, I would like to know how the debt is determined so that I can make informed decisions as a consumer on how best to resolve the debt. This issue is only occurring on my CitizenBank student loan serviced by XXXX. Each time, both entities keep telling me I need to go through the other party for the requested information, resulting in me not being able to obtain the information from either. Attached is all of the information I have received from either party relating to the terms of my loan. The document DOES NOT address the loan terms, but simply defines ( incompletely as terms are clearly missing ) them.
|
| 04/14/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
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The account belongs to my XXXX year old, XXXX XXXX bound, XXXX XXXX aunt and my XXXX year old XXXX XXXX XXXX Veteran father. I was placed on the account in case something were to happen to either of them. My XXXX year old mother and I are also durable power of attorney for my aunt. In XXXX of XXXX ( PRE-COVID-19 ), I was added to the account. My parents and I went to the bank branch and completed the transaction. I was asked to show my license and sign my name, which I did with my current drivers license and legal name. This was all done digitally. I was given no paperwork as proof of what the employee was typing into the computer. In XXXX of XXXX, I requested an ATM card for this account. When it arrived, it had my maiden name on it. I called the bank manager about this error and he told me his bank computers linked my Social Security number to that name and I would have to prove I WASN'T that person. He wanted me to produce additional private documents and bring my parents to the bank again. I told him, because of COVID, I was not comfortable bringing my elderly parents to the bank and especially did not want to give him my personal documents. I told him I would come to the bank and show him my license again. I even offered to show my military i.d . also as a second form of identification. He didn't care. He told me all parties listed on the account had to be present. I explained my concerns over COVID and pointed out that his bank had changed its banking policies due to COVID. Also, I asked how all parties could be present when one of the people listed on the account does not exist. He became irritated with me and told me he had to leave to pick up his child. He refused to fix his bank 's error. I have sent letters to this bank manager, as well as two other corporate agencies in the bank, requesting this ERROR be corrected. I have gotten no response. I have called the 1-800 customer service number for the bank and they told me they couldn't help me. I am now receiving mail in my maiden name at my parents ' home ( the address on the account ), which leads me to believe the bank has released or sold this fraudulent info. I have not had my maiden name in over 20 years and have been married twice since then.
|
| 11/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
According to Citizen 's Bank Peace Of Mind overdraft fee, a person needs to have by the day after by XXXX need to cover the amount your account was overdrawn by the previous so as not to incur an overdraft fee.
On XX/XX/2023 my account by days end was over drawn by {$78.00}. The following day I made 2 deposits ( {$40.00} + {$46.00} = {$86.00} ) leaving me with a {$7.00} balance. Later that evening a {$62.00} pre-authorized debit went through this leaving me with - {$54.00} balance. The day after I then deposited {$60.00} to cover my negative balance and to take advantage of their Peace of Mind Overdraft protection and to avoid paying {$35.00} in fees. I should have had a {$5.00} balance I saw though that I was not credited for the overdraft fee from the prior day even though I had made the deposit to cover it so I contacted costumer service to find out that the fee remained because I had a negative balance due to the {$62.00} pre authorized debit later that evening.
This is not in keeping with their Peace if mind policy. I brought my account to a positive balance the day after as their policy states to cover the overdraft amount of XXXX. Then as you can see in their debiting of my account a charge if {$35.00} when I had a {$7.00} balance. Why? I had a positive balance as their policy states.
This then overdraws my account to - {$27.00}. Then they deduct the {$62.00} pre-authorized debit. So their contention that that the overdraft of {$62.00} causing their fee is wrong as can be seen in the included attachment.
I honored their Peace if mind policy by bringing my account to a positive balance the day after my XXXX XXXX overdraft the day after.
I also brought my account to positive balance after what should have only been a - {$62.00} overdraft to what should have been a positive balance the day after as well. So I honored their policy of having the account brought positive both times.
Why was I then charged {$35.00} after I had a positive balance on XXXX?
Citizen Bank then further overdrafts my account to then the {$60.00} deposit I made after the overdraft which should only been {$54.00} because I had a {$7.00} balance. So then the the {$60.00} deposit should have left me with a positive balance.
|
| 05/14/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
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On XX/XX/XXXX I went to Citizens Bank to open up a HELOC. I was clear with the bank representative at the time that I just wanted to open up a HELOC and was already doing the rest of my banking at another bank. I did not want to open any additional accounts. The bank representative said he could do a few things to help reduce my interest rate, which included : 1. Opening a checking account 2. Opening a savings account 3. Making an initial withdrawal from my HELOC and then immediately depositing it back At the time I was hesitant as the bank representative did not seem completely knowledgable, as if they were new to the job. They proceeded to open the checking and savings account and then withdrew {$25000.00} and immediately depositing it back. I again reiterated that i do not want to do any banking with Citizens and said I was not going to use these accounts at all and did not want to pay any fees for these accounts. I am almost XXXX y ears old and have never paid a bank fee in my life. It is a fundamental concept for me to not pay any bank fees. The bank representative stated that the checking fee did have a monthly fee but that if I deposited {$1000.00} into the account it would meet the minimum to avoid the fee. So I reluctantly deposited the {$1000.00}. 4 years later, in XX/XX/XXXX , I received a letter that my account was overdrawn. I called the bank and they explained that I was assessed a {$20.00} fee per month for 4 years. I complained the bank and had series of frustrating interactions that had several inconsistencies, with bank representatives telling me one thing at the branch and another on the phone. I explained the situation and they ended up refunding me {$280.00} of the {$1000.00}. I have since closed all my accounts, including the HELOC. I feel that Citizens Bank opened fraudulent accounts that I did not want and mislead me with the description of the bank fees. This seems very similar to the XXXX XXXX incident where several accounts were opened for people to hit some sort of quota or bonus for the branch. Furthermore, the immediate withdrawal and deposit of {$25000.00} by the bank representative further shows some manipulative transactions.
|
| 04/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
This business does not communicate in a timely or effective manner regarding applications for home mortgages, or refinancing, which forced costumer to complaint and request information regarding the status of her loan application in an open Costumer Service comment box. To which the Loan Originator reacted in a rather unprofessional matter, costumer had to ask XXXX XXXX ( loan Originator At citizens One ) to lower his voice and to please transfer the loan application to another Loan Originator. Customer also requested to speak with a manager ( XXXX XXXX ) and made the same request.
The Customer request were ignored and the lack of communication regarding the loan application continued. Customer made another post on the general Citizens Bank complaint box and immediately received a very animated call from XXXX XXXX telling the customer that she has been denied.
This customer has documented all the attempts to try to get her loan application transferred to another loan originator given the lack of professionalism of XXXX XXXX, this customer discussed this transfer with XXXX XXXX who is the local Citizens Bank Loan specialist at the branch where this customer does her banking, XXXX XXXX seemed eager to help the customer get the loan application transfer to her until she contacted the Loan XXXX, XXXX XXXX. XXXX talking to XXXX XXXX, XXXX XXXX called customer to report that XXXX XXXX told her that the loan application could not be transfer, costumer has a voice message with this information. Now customer is extremely concern given thath all her sensitive financial information is with individual that have kept her in the dark about her loan application process, have disrespected her as a customer by yelling over the phone for having asked about her loan status, have been lied to not only by the loan originator but also by a manager.
This customer is kindly requesting the neutral review of her loan application by an external agency as well as a the refund of the funds paid towards the home appraisal. I can not express enough how unprofessional and stressful this experience with Citizens One has been. Not to mention that my XXXX Credit score may be impacted by having this inquiry done, that can not be repaid.
|
| 09/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hi, I am writing regarding a total sum of {$880.00} in missing funds that we are trying to reclaim from Citizens Bank, and I am seeking a resolution to have these funds returned to us. The missing funds are due to a series of problematic withdrawals that Citizens Bank had made to our account.
The earliest is a transaction from XX/XX/XXXX, where {$880.00} has been subtracted from our escrow account with only the description " Misapplied Funds ''. This is likely stemming from another error that Citizens Bank had made last year, where they actually sent a homeowner insurance payment to our insurance company XXXX from another bank customer 's account. After working with the insurance company to get the funds returned to Citizens Bank so that they can repay the other bank customer, it seems like Citizens Bank ended up withdrawing this amount directly from our account, instead of using the returned funds that they should have received from XXXX.
The second is a transaction on XX/XX/XXXX, for a total of {$910.00}. This was supposed to pay for our quarterly property taxes, but our Department of Finance had never received this check, and hence we ended up being charged a late fee of {$6.00}. Citizens Bank had finally refunded us the missing {$910.00} on XX/XX/XXXX, but we are requesting a refund of the late fee that we had to pay due to Citizens Bank 's negligence.
The last transaction is also on the date of XX/XX/XXXX, where our escrow account listed that {$6.00} in taxes had been paid, but on our local Department of Finance payment history website we found a matching payment at {$6.00}. We are willing to subtract 2 cents from what Citizens Bank owe us due to this.
Summing everything, we're owed a total of {$880.00} + {$6.00} - {$0.00} = {$880.00}.
We have repeatedly reached out to Citizens Bank in the past regarding this issue but unfortunately our efforts have not been met with a resolution yet. We have sent them our row-by-row analysis and cross-reference of our escrow account 's transactions, along with our properties ' public payment history records from our local Department of Finance website . We are hoping that filing this CFPB complaint can help us resolve this issue.
Thank you for your help.
|
| 07/25/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
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I started working with the Citizens Bank , NA sometime in Late XXXX, XXXX or Early XX/XX/2022 for my new single family Construction loan. That time, the bank asked me about all documents which I submitted in time. The Bank representative sent me an email on XX/XX/2022 stating the Loan has been approved and sent to processing department. At that time the loan was finalized for $ XXXX at 4.125 % interest for 30 years loan. Not sure what happened behind the door, and the Bank representative didn't submit all the documents I provided to them in their system. After a month I found out that the Loan officer working on my loan is leaving the Citizens bank and new person is taking over. The new team at the Bank informed me that there are bunch of documents missing on my loan ( which I already submitted to the bank ) - I argued with them how come the loan was approved if the bank was missing my documents. Anyhow, I resubmitted those documents asked and every time they ask for piecemeal information I have been submitting those within 1 business day. Just last week, the Loan officer email me that he was able to get me 4 % interest rate if I do loan for XXXX XXXX XXXX with no points. I agreed to him same day. Now today, I found out the loan officer left the Company and the representative mentioned, they need my bank statements and all again since the report date from my earlier submitted documents have been expired. Also she mentioned the Rare may also change. This has been frustrating and mental trauma with the bank. It is not Customer 's problem if Bank losses team members and they don't do their work correctly. The person working on loan has no sense of ownership or customer service sense. If I would have spent my time and money with some other bank knowing Citizens Bank is not doing their basic task, I would have saved my time and mental health. I spent money on Appraisal report for which I paid {$710.00} out of my pocket as needed by the Bank- which I would like to get refund from the bank as due to Bank 's inefficiency If I will have to take new bank it will be waste of money.
In short, I would like to file complaint about the monetary loss and mental stress provided by Citizens Bank for their inefficiency.
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| 09/18/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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I schedule a payment monthly on the merchant 's website ( XXXX - utility company ) for my bill, and have done this for the last 10 years. I scheduled a one-time payment of {$210.00} to be paid on XX/XX/XXXX. As shown on my statement, this amount was deducted twice from my Citizen 's Bank checking account on XX/XX/XXXX. One of these payments was reflected in my XXXX account, the second payment that I did not authorize, did not reflect on my XXXX account and is still " missing '' to this day.
- I contacted Citizen 's Bank on XX/XX/XXXX and they said they would resolve this. I saw my checking account was credited XXXX on XX/XX/XXXX and believed this issue was resolved. I later found out the payment that XXXX received was canceled and returned to me, so I still owe this to XXXX. The second payment is still missing.
-I have been in contact with both XXXX and Citizen 's Bank for over four months with no resolution and filed a XXXX complaint against the bank with no resolution.
-Citizen 's Bank said the second payment was sent to XXXX and they need to locate it, XXXX says they do not have a second payment. I am stuck in the middle. I did not authorize a second payment and I do not know why it was made. There is a mistake somewhere, but I am not an expert on ACH transactions and can not determine ( and shouldn't have to ) where the error occurred.
-I authorized one payment, as I do every month ( and every month since ), however, Citizen 's Bank sent 2 payments on XX/XX/XXXX. I have spent countless hours on hold, on the phone, sending emails, gathering statements, etc. Although I believe some people want to help, It has been over four months without a resolution.
-I can not say with absolute certainty that the error is on the bank 's end, and not the merchant XXXX , because I do not know exactly how these online transactions work on the back end. Citizen 's Bank made a second payment that was not authorized. This is an electronic transaction and I can not understand how it can not be traced and determined what exactly went wrong and where this money is. This should not be something the consumer has to spend countless hours working to figure out. I hope I can have some help in getting this issue resolved.
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| 05/02/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem when making payments
- Problem during payment process
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Web |
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On the morning of XX/XX/20, I went to Citizens Bank at XXXX XXXX XXXX, XXXX, RI XXXX to make my usual monthly payment for my Citizens Master Card. The payment was a cash payment. I handed the teller {$1700.00} to pay my balance of {$1700.00} which was for my XXXX payment. Around XX/XX/XXXX, I had called the Master Card Co. to inquire about collecting my Points ( I pay my monthly bill off in full each month ). They informed me that I could not collect my points because my bill was not paid. I have a excellent credit payment history and have never missed or been late on a payment. I told them I had mad my payment as I also do at the local branch. They said they would investigate my payment. After two weeks, they then told me they did not receive the payment and for me to follow-up with the bank directly. Please note during this time, this was the start of the pandemic. On my first attempt to get this resolved with the branch, I was told by an employee that there was a " glitch with the system '' and she would look into this. Several more weeks pass and I felt like I was getting the run around and something was not right. I was finally told there was nothing they could do because they had no proof of a payment made on that date and I had no receipt. ( I have all my other receipts for making my payments each month ). I then asked for them to view the video. At first they said they could do not request it so I contacted the Office of Chairman. After more time passed, I was told there was no proof of me being there or a cash payment in the amount above and the video did show a women. I kept on them and I requested several times to see this video coverage. Each time, I was given a different explanation of how I can not see the video, the video is only of the back of the customers head, no video at bank entrance only outside ATM. I then sent another letter to the Head of Consumer Banking and they did respond to me and would review. I was told they did all they could do but to see the video I would need to get a subpoena. ( I have been a loyal customer of this bank for over 50 years. I have always paid all my bills on time and in full. I feel this has been handled poorly and needs to be investigated further.
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| 02/19/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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On XX/XX/XXXX I noticed unauthorized charges on my checking and savings accounts. Most of these charges were ATM transactions. I don't normally use my debit card because the majotiry of my transactions are online in which my card information is stored already and to pay bills which is done by ACH. The amount of ATM withdrawals that were made from my checking account total {$6500.00} and from my savings account in the amount of {$18000.00} for a total combined withdrawals of {$24000.00}. These transactions go back to XXXX of XXXX and I am only reporting these right now because I was unaware that these took place for the reasons I stated above. On XX/XX/XXXX I received letters about my claim and they informed me that they completed their investigation and no credits were going to be made to my account. I contacted the claims department shortly after and requested that a claims representative contact me back so this could be better explained to me. I received a phone call from a claim rep on XX/XX/XXXX and she told me that since a PIN was used at the ATM for these transactions. They consider that to be a reason for denying my claim. When asked to explain further, she said the following. Since a PIN was used they believe that I did not choose a strong enough PIN or I didn't secure my PIN good enough where it would have not been so easy to obtain. She also stated that a Claims Manager noted my account closed and that this claim will never be reopened and investigated again.
This is totally outrageous that since I didn't choose a strong enough PIN, then someone stole my card, figured out my PIN and made all these withdrawal. That my account is not going to be protected and I am never going to receive any of my hard earned money back. Shame on you Citizens Bank, you are in the business of providing a financial service and to protect your customers financials, assets, etc. Why would I ever do business with a company like you if I didn't feel like I was going to be protected? If that is the case, why wouldn't I just keep my money in shoe boxes and not trust that you are going to do your job and protect the rights of all your customers?
This is bad business practice and you should be ashamed of yourselves.
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| 12/12/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I sold a home that closed XX/XX/XXXX. The balances of the first and second mortgages were paid off but I had overpaid both mortgages. I have an overpayment of approximately {$1100.00} due back from my second mortgage with Citizen 's Bank. I have remained in contact and provided my current address to them since I knew I had an overage due back from them. To date I have not received repayment from them and have called them numerous times.they acknowledge the overpayment and claim to file inquiries on each of the 3-4 times I have asked them for the money and claim that they will keep me advised but I have NEVER been contacted by them regarding the status of the money and each time I call they repeat the same action. My last call on XX/XX/XXXX I insisted upon having them mail a check via XXXX so that it could be tracked. Having heard nothing from them I called again today and, as every other time before, they repeated their action of launching an inquiry. I explained this was unacceptable and spoke to a manager who said she will get back to me and forward this to the back office, since they handle the checks. I asked for a direct number to someone in this division but was told that they do n't have those numbers so I am left to once again wait and hope they handle this but I have had similar conversations before and fear that this will result in another delay. It is now 70 days and I have not received the money that is due back. This is a lending institution that recently had to pay a XXXX dollar judgement for defrauding consumers. I fear that this behavior has not been rectified and not only have they not paid out the overage but they continue to make interest on the money, regardless of how minute the amount. Multiply this for every consumer who might be having this issue and the amount multiplies exponentially. I advised the rep for Citizen 's Bank today that I would be filing a complaint with the CFPB today because of the continued inaction on their part. Should the money finally show up, I will retract my complaint but feel that this specific institution should be investigated as this may be a norm for them and others may be subject to this practice.
I appreciate any assistance you can provide.
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| 10/08/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Older American |
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XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, PA XXXX Landline : ( XXXX ) XXXX XXXX XX/XX/XXXX ( XXXX XXXX ) attorney, medical release proves fraud they're saying never issue my records to Citizens Bank Hello, Respectively, hear me out ; all my records were without express consent, according to the written letters below.
XXXX XXXX, Office of the Chairman, CFPB Case Number : XXXX XX/XX/XXXX, Citizens Bank XXXX XXXX Number : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX. No # XXXX.
XXXX XXXX, the merchant who supplied XXXX XXXX medical and financial records, are those details accurate.
I received a letter from the Office of the Attorney General. Enclosed was an admission from XXXX XXXX 's attorney XXXX XXXX XXXX - XXXX, XX/XX/XXXX, states they did not provide Citizens Bank with any of my information. If this discovery is true, how would Citizens Bank receive private HIPPA data without permission? Let me be clear ; this has nothing to do with the documents I provided ; that is not what's relevant.
What's relevant is the message from XXXX XXXX 's attorney that is my concern. Is there any truth to what their attorney disclosed? Who's telling the truth? Although no one believed I have ethics, morals, and integrity, do I want to be reimbursed {$7000.00} for services that were not rendered absolutely? After all, I was there, so who would know better what happened.
However, this is much weightier than XXXX dollars if the facts you provided are the truth that changes the narrative ; in other words, XXXX XXXX committed an unlawful act by misrepresenting Citizens Bank and XXXX XXXX. XXXX XXXX tainted representation by way of fraud. Fraud is an offense that captures a wide range of conduct. I am not surprised by anything they say or do ; after all, scammers and con artists are significantly good at what they do.
I look forward to hearing your thoughts concerning this matter. Thank you for your valuable time.
Sincerely, XXXX XXXX See attachments : Document : Office of Attorney GeneralXXXX Document : XXXX & XXXX XXXX XXXX XXXX XXXX Document : XXXX XXXX, Office of the Chairman, CFPB Case Number : XXXX Document : XX/XX/XXXX, Citizens Bank, Reference Number : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, Ref. No # XXXX
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| 03/30/2017 |
Yes |
- Consumer Loan
- Vehicle loan
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- Problems when you are unable to pay
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Web |
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In XX/XX/XXXX, I purchased a XXXX at XXXX in XXXX, IL. After a divorce and being stuck with her medical bills, I filed bankruptcy in XX/XX/XXXX, where I had the vehicle reaffirmed in the process. I moved from XXXX, IL, to XXXX, IL in XX/XX/XXXX, and since my loan was sold to Citizens Bank, I contacted them to change my address.
I continued to make monthly payments of {$280.00} each month toward the balance of the car, until XX/XX/XXXX. At this time, their website said, " I no longer had an account, '' and was told to contact their customer service number. I contacted the Citizens Bank Customer Service and spoke with a gentleman where he told me that my loan was paid off and it could take up to 6 months to receive the title.
I called back in XX/XX/XXXX, and inquired about the whereabouts of the title of the XXXX. They proceeded to transfer me three times, and finally, spoke with a XXXX from the bankruptcy department. She proceeded to tell me that due to my bankruptcy, my account was " charged off '' and no longer valid. She also stated there was an outstanding balance of {$3600.00} and this must be paid before receiving the title of the vehicle. I was upset with the institution because I was never once called, never once contacted by anyone at the bank due to a lack of payment and since I was told I 'd be receiving the title, I did n't contact them any further. I 'm upset with the fact that I was never contacted since stopping payments towards the vehicle, and now was told that since my account was charged off, they did n't have an obligation to notify me.
Finally, I looked back at my paperwork from the original loan and it does state that there would be XXXX installments on loan, but XXXX told me that once I filed bankruptcy, terms of the loan should 've been re-negotiated and they never were done so. She said that my bankruptcy attorney should 've informed me it was my responsibility to contact the institution to negotiate terms of a new loan despite the fact I continued to make online payments for the next 3 and a half years after the completion of my bankruptcy hearing. I was told the only way to pay now was over the phone as they would n't contact me unless the car was to be repossessed.
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| 08/10/2022 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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Hello, I have been banking for XXXX century. I have used many different banks in different states and different countries. Never has a banking experience domestic or abroad, resulted in the police calling me.
Today at approximately XXXX I made an impromptu stop Citizen 's Bank XXXX XXXX XXXX I needed cash and didn't want to go to XXXX XXXX XXXXXXXX which was further away. I intentionally do not carry a debit card for all of accounts. Citizen 's is one of those accounts. This has never been a problem at any location I have gone to. In fact, I rarely use my local branch where I opened the account, and when I do use them, I only use an ID. My experiences with using the ID has NEVER been met with the bias I experienced today.
I presented my ID to XXXX. I explained I didn't have my debit card, and wanted to make a withdrawal. I told her I had XXXX accounts, and I wanted to check on the balance before decdeing how much to remove. I infomed her that XXXX balance was {$2400.00}, but I wasn't sure about the other. She looked at my lines and stated, " People from XXXX do not usually make withdrawals in XXXX. Are you conducting business in the area? '' Never has my address been an issue in any bank outside of my residence. Why was this a sudden pre-requisite.
She proceeded to ask me question following " policy '' to protect my account. The questions seemed endless : XXXX. When was the last deposit, who made the deposit, what was the amount, where did I open the account, address of where the account was opened ....
I stated this was excessive and I felt this was clear profiling. This was a new experience and unsettling experience. Rather than withdraw I was shutting down my account. She would not cooperate. I went to the manager. I was irate. I stated I would not leave without my money. If you refuse, feel free to call the police.
HE DID.
They came. This made me more irate.
He still would not shut down my account.
He did ask me more questions : Last 4 digits of my SS, middle name...
He still would not give me my money. I spoke with him afterwards and he had the audacity to say he wanted to preserve the relationship.
This was a crazy encounter. Bias was obvious from the very beginning.
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| 12/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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To whom this XXXX concern, I tried to buy an XXXX online through the XXXX website. The Bank they use for the loan is Citizens Bank and they are offering 0 % apr on the loan for the product. So, I thought, why not take them up on the offer.
I have great credit and assumed that this would be a smooth process. My first attempt wasnt successful and I got an auto-response saying my loan request was denied. I thought it was a mistake so I tried several more times thinking I was putting in the wrong info. The auto-response kept saying to check my email but nothing was sent over a few days. I even paid down my credit card to zero thinking maybe that was the problem. I attempted this around 5 times in total.
I contacted Citizens bank to see what the problem was. They concluded that my account from 4 years ago was delinquent around {$500.00} from an XXXX product in the past ( I dont remember the exact amount they told me ). I never knew this and was very surprised to hear it. I never got an email or letter telling me to know I owed them money. They told me to call the collections department to resolve the problem and pay the balance and that would fix any issues. I was happy to do that yet still a little confused that they never tried to collect from me.
I called the collections department and they assured me that I have a zero balance and it was paid on XX/XX/2017 so there was nothing to pay. Apparently, it was a two-week late payment for around {$500.00}. We were able to get on a three-way phone call with a Citizens Bank representative to explain that this issue has been resolved 4 years ago.
The bank refused to fix the problem on their end. After many attempts and several conversations with different people to resolve this, they still will not absolve me from their mistake. They continue to say I owe them money and that I am a risk to loan money to. With no way to pay them or resolve the issue, I am at a dead end.
I just happened to look at my credit score today and it has gone down almost 50 points in two weeks. I can only imagine thats because of all the times I attempted to apply for this loan that was denied for a mistake Citizens Bank refuses to correct.
Thanks for your help.
Best
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| 07/15/2015 |
Yes |
- Student loan
- Non-federal student loan
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- Getting a loan
- Can't qualify for a loan
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Web |
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Citizen 's Bank turned my daughter down for a student loan and I her father was turned down as a co-signer. I have an excellent reputation with the Parent Plus Federal Loan and any other current loans. I receive government subsides to carry forth my life. I explained to Citizen 's Bank at great length ( included ) that I am in the process of disputing claims against my credit by XXXX, XXXX, and XXXX XXXX. I have already erased one of these blemishes. Unfortunately, only XXXX XXXX has responded ( with a copy of my credit report ) to the legal firm representing me ( XXXX XXXX included ). I feel that the fact that this is a loan for my daughter, who has an excellent grade point average, a job in the XXXX field ( her major in college at XXXX University ). My daughter being a young women needs a chance to display her ability to enter into a contract, I feel the bank has not considered this. Her father has an excellent " A '' rating with all credit reporting agencies in repayment history. I do n't understand why the federal government has no problem understanding the hardships my family has been through ( a XXXX divorce - XXXX years ) and the bank fails to understand that the debt belongs to my ex-wife. I have shown with the enclosed information that I take my credit history seriously and paid any and all creditors whether it was incurred by me or not during my marriage. The bank I feel has been prejudical toward my daughter and myself by taking the side of creditors that they do n't even know the history of. Everybody in this world deserves a chance to succeed. In these hard economic times, the government bailed banks out with tax payers money, now this tax payer is now asking the bank to help him out. We entered into a contract with the federal government and they felt my credit was fine. We are prepared to enter into a contract with the bank and in recent years through this divorce both my daughter and I have shown that we pay our debts. I feel that this bank has acted discriminatory without reason. Anybody in the public domain understands that these credit reporting agencies are not public friendly. We hope that you can help in obtaining in the loan so that my daughter can continue her studies.
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| 06/22/2016 |
Yes |
- Bank account or service
- Other bank product/service
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Web |
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I had attempted to obtain old account statements online from Citizens Bank, and a day or so later submitting the request I received a secure message through the online portal with a list of associated fees. When attempting to respond to the message, I received an error message that my response had not been submitted, so I called customer service. Customer service informed me they could only put a new request in on my behalf, and in roughly 48 hours I would receive a phone call with fees that I was required to agree to in order for the order to be processed. Over the course of the next week I had yet to receive a call regarding fees, and I had forgotten about the request until XXXX separate packages arrived with sets of statements, XXXX for the online request and XXXX for the in person request. I immediately checked my accounts and found I had been charged {$90.00} in XXXX account and {$40.00} in a second. I called customer service yet again to resolve and I was told it would be two business days until they could review the recorded call ( this call happened on a Saturday and I was assured I would be called the following Tuesday by an employee named XXXX XXXX in Pennsylvania ). The following Friday I called because I had yet to hear back and was immediately put through to a manager who contacted XXXX directly ( which appeared to acknowledge the issue that this was well outside the norm of acceptable ). XXXX called me later Friday and told me it would be another two business days before he could review the call and offered no resolution. Last night ( the XXXX Tuesday in which a call was promised ) I finally received a call back from XXXX. He told me he had reviewed the call and felt I was aware of the fees. I directly asked him if he listened to how the call ended, where I was required to receive a call back with fee information, and he said the best they could do was take half off the expense ( which rectified the duplicate charge and nothing else ). At the end of the call XXXX refused to escalate the issue and would not give me a contact if I had further questions. As of now XXXX has only credited half of the {$90.00} charge and has not credited the other portion of {$40.00} I was promised.
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| 06/29/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I received my monthly mortgage statement from Citizens One Home Loans that I have been paying for on time for the > 7 years. On this month 's billing statement was a line item that said " Borrower Recoverable '' {$800.00} I received no other correspondence from the company explaining what this was for. I called XXXX and the customer service department said it says Bankruptcy Attorney Fees. I said for what, I did file for a Ch XXXX reorganization in XX/XX/XXXX but I didn't include this mortgage in the Bankruptcy and my Petition states this home and mortgage would be retained by me and paid my me monthly to the bank as always.
They said we don't know let us connect you to the Bankruptcy Department, so they did and I spoke to XXXX told me since you filed a BK we had to review it, I said ok, and you seen this mortgage wasn't included and I've been continuing to pay it on time as always no interruption. He said sorry mam that's our fee. I asked to speak to his manger and XXXX said she's not in, I asked for her name and number and he said sorry we don't give that information out. And he suggested I call my own attorney and have him call them if I'm not satisfied with his answer basically it is what it is?? His attitude was like you filed bankruptcy these are your consequences??
I said this just doesn't seem fair? Sorry mam that's all I can tell you. So its ok for a misc {$800.00} fee to be added to your monthly mortgage invoice? and I get a vague answer and this loan wasn't even part of the Ch XXXX reorganization?
I wasn't sent any other notification telling me about this practice from Citizens One Home Loans and my 2 other Mortgage Companies didn't do this??
I had to file for Ch XXXX because my husband hasn't worked in 5 years due to illness and I have XXXX children and I couldn't keep up with all our monthly bills, I needed relief and for them to slap me with this additional {$800.00} when I never stopped paying them is just absurd?
Can you please contact them about the legitimacy of this recoverable? And their lack of proper notice to me about it? I'm am still in financial hardship and for them to pass this attorney fee onto me is just unfair.
Thank you for your help
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| 12/07/2016 |
Yes |
- Consumer Loan
- Vehicle loan
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- Managing the loan or lease
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|
Web |
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I have a charged off loan with Citizens Bank and I informed them that I wanted a true statement of what I owe to the bank. I feel as though I do not owe the amount listed. I also requested a loan forgiveness due to the fact that the vehicle was not fully operable and there was a significant likely hood that the City would tow the vehicle because it did not have tags. I made the request to donate to charity ( School XXXX ) I was told that they were only willing to initially accept 80 % of the balance. After additional conversations I was told 55 % or make an offer. I made an offer and was told that was not sufficient and when I inquired about the true amount owed I never received a straight answer. I was more or less told that the bank was willing to have a liens placed against my home from the city with the intent to still collect the said balance. I was told if I wanted to escalate this issue I had to write the Office of the Chairman. I received a response from the representative that was in the customer relations department because apparently that is the only way to file a complaint with company. This is a bit discerning because if the letter was sent to the Office of the Chairman and the Resolutions department responded, did the letter actually go to the Chairman 's Office ( if it even exists ). There is no means to reach anyone at the bank and there seems to be a lot smoke and mirrors when customers attempt to manage their accounts. The practices are not consistent and leave the customer to be concerned about it their issue is being truly addressed because the level of deception that the customer is presented with dealing with various representatives that work within the various departments. I would like them to forgive the loan as it is my understanding that once a business charges off the account the Federal government gives them a tax write off. Also companies have insurance to protect them from certain debts. My loan was paid off essentially the day that it was charged off. The bank if very well aware of this. However they still want to collect no matter the circumstances that befall the client. That appears to greed. Without the true knowledge of what is the said true amount owed.
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| 08/09/2022 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Older American |
|
On XX/XX/XXXX, I was in a XXXX XXXX and XXXX XXXX XXXX
On XX/XX/XXXX I lost my XXXX
XX/XX/XXXX, I filed for Forbearance with my mortgage company and was informed that I could make partial or no payments each month and too I would be able to place the amount owed on the back end of the loan. Since I was getting XXXX, I was able to make partial payments from XX/XX/XXXX to XX/XX/XXXX by calling the Mitigation team. I applied for a Modification to continue the forbearance. I did not make a partial payment in XXXX only but made partial payments for XXXX and XXXX.
In the mean time I had applied for XXXX in XXXX XXXX. XX/XX/XXXX I was approved to receive XXXX ( XXXX XXXX XXXXXXXX XXXX ). I added the XXXX approval letter on the Mortgage company website and I called Mortgage Companies Lost Mitigation Department as well explaining that I was now receiving XXXX and would like to discontinue with the forbearance. I also requested the loan be placed on the back end of my mortgage and to receive access online so that I can pay my mortgage.
Since XX/XX/XXXX, I am still having issues when I contact my Mortgage Companies Lost Mitigation Department and their Relationship Manager to assist me with placing the loan on the back end of the mortgage and being able to pay my mortgage online. Every time I speak with someone they say, " We are XXXX your documents for you sign and you will receive the by this date '' or " We are sending the documents '' and the documents never come. Citizens sent it to a Notary and I was not informed. The Notary called me to sign papers and she could not tell me what they were for so I thought it was a hoax and blocked her from calling. I called Citizens about this and ask that they send me the documents to look over and get them signed but they will not send me the documents.
In the meantime, I have been making mortgage payments in full on XX/XX/XXXX up to XX/XX/XXXX by calling in to Lost Mitigation Department each month and making payments. They had placed me on Forbearance again for XXXX through XXXX of XXXX and told me not to pay for these months. I have held on to XXXX and XXXX payment.
At this time, I still have not received any paperwork to sign.
PLEASE HELP!!
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| 11/29/2016 |
Yes |
- Consumer Loan
- Vehicle lease
|
- Problems when you are unable to pay
|
|
Web |
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I was a victim of Hurricane XXXX. I live XXXX miles from the XXXX County, XXXX ( dead center hit of the storm ). I was out of work, quarantined in my home/neighborhood, then on a curfew, completely out of service -- phone, cell, electric, heat and gas for our cars was rationed. I did not receive bills or mail, could not pay bills which resulted in falling behind in my bills. I received a government mortgage modification and it took several years to get completely back on track financially. However, regardless of the struggles and attempts to communicate with Citizens Bank they were intent on repossessing my car. Furthermore, they lied about how the money, I was advised to wire to them, was going to be allocated. In XXXX 2017, I finished paying my car loan, every penny, however, I did not receive my title. I contacted Citizens Bank only to XXXX I still owed late fees even though I was advised, late fees were covered at the time of the wired payment to Citizens Bank. I was advised the wired funds I had sent were going to be applied to late payments, as well as, fees for the late payments. However, Citizens never applied funds to the late fees. I sent a letter explaining the same to Citizens requesting relief from these late fees incurred during the natural disaster, since the bank did not apply them as they advised they would. To date Citizens bank has not responded to my letter. I also attempted to call the headquarters and could not reach anyone in my call who could confirm my letter was received ; the name of the CEO at Citizen 's ; or the correct address of the headquarters. The representative was unable to tell me anything about the bank they worked for ( ( XXXX XXXX XXXX ; customer service ). My letter was sent to XXXX XXXX ; RBS Citizens Financial Group, XXXX Citizens XXXX, XXXX RI, XXXX. In my letter to Citizens I also requested the recorded phone tapes surrounding the reposition incident be examined to support what I was told and how I was treated.
I am requesting Citizen 's Bank waive the late fees ; send me my title ; remove any negative marks from my credit report on and following XXXX -- Hurricane XXXX. Your help is requested in contacting them and achieving this thank you
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| 08/25/2015 |
Yes |
- Consumer Loan
- Vehicle loan
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- Managing the loan or lease
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Web |
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I had a customer trade in a vehicle at my dealership XXXX/XXXX/XXXX and I sent a payoff check of which RBS Citizens cashed. The title to vehicle is an electronic title and since my initial contact with Citizens bank they have given me the run around. Up until XXXX/XXXX/XXXX when XXXX XXXX was able to provide a lien release letter, there has been no help or resolution. I have left two messages with no call back XXXX. As it stands the lien release letter does not work for electronic titles. It is now XXXX/XXXX/XXXX and Citizens has had my money since XXXX/XXXX/XXXX. RBS Citizens has been unwilling to take the proper steps to release the electronic title and I am asking assistance from your organization in hopes that you can get the desired results. Below is all the information of accounts and contacts all of which other than XXXX XXXX have accomplished nothing after hours of phone calls and multiple messages : Customer who traded car in : XXXX XXXX XXXX XXXX XXXX XXXX # XXXX RBS CITIZENS BANK XXXX CITIZENS BANK XXXX ACCT NUMBER XXXX Over night payoff check to them on XXXX XXXX XXXX Signed for by XXXX XXXX RBS CITIZENS Contacts with whom I spoke with over last four months : Last spoke with XXXX XXXX XXXX Office of Chairman XXXX Results- she was able to get a Paper lien Release Paper Lien release is no good for Electronic title XXXX Direct line Electronic Title Division : Main Number XXXX XXXX XXXX XXXX XXXX Multiple conversations and messages left with no results XXXX XXXX ext XXXX Two Conversations and no results *****As of todays date I contacted the State of Georgia and they indicated that RBS Citizens nor their title servicing company has not made any request or action on the title involved. No activity on the title has taken place since XXXX of XXXX when the owner first purchased the vehicle. This indicates that after multiple calls and representatives that no one single action has taken place. The results of this failure to process title in timely manner has cost my company several XXXX dollars in lost revenue due to the fact I could n't register the title in the new owners name. I am requesting you assistance and appreciate any direction on this matter. Kind Regards XXXX XXXX XXXX
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| 12/13/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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Over the past year Citizens Bank has charged me more than {$20000.00} in fees. They have repeatedly let charges go through and post to my account that shouldn't have been allowed to post to my account. I have an overdraft plan tied to the money I have in my savings account. Anytime my account gets overdrafted beyond what I have in my savings account it is supposed to be rejected at the point of sale or when it's a recurring payment. It's flat-out supposed to be rejected according to the literature that they provided me with. They have repeatedly that charges go through that shouldn't have gone through past what I have in my savings account and they have repeatedly charged me four or five fees for the same item. They have repeated you that other companies try to charged me again for a returned item and then charge me fees on top of that when they've already charged me an overdraft fee and then a return item fee for the same item. They have charged me more than I've ever had in my account. they have charged me more money than I've spent on myself because they have taken all my money. I have repeatedly complained about this issue to Citizens Bank and have been denied any redress repeatedly with them and I've had it. This past month they have let my account go to negative {$1000.00} once and now I'm at negative {$820.00} when they've let the same item try to be reposted over and over and over again after charging me a returned item fee and an overdraft fee on said item. They are basically letting me borrow money at the rate of 2000 % interest. This is not the first problem of this nature that I've had with them. They also repeatedly let larger items post first and then smaller items follow in order to maximize their fees when they know an account is going to overdraft. The same thing they got in trouble for before is going on now. I can make free {$5.00} purchases today and then tomorrow make a {$30.00} purchase with {$40.00} in my account and the {$30.00} purchase would post and clear first. Again and again this has happened and again and again I've been charged fees three or four times for said item when I should have never been charged for that item because it should have been denied.
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| 12/04/2019 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
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Web |
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XX/XX/XXXX My response to Citizens Bank enormous amount of paper work and statements and a copy of my signature dated XX/XX/XXXX. At that time of the signature this was a GOLD Account. I was told at that time that I did not have fee because this was a gold account. I also at that time did a balance transfer because the interest rate was around 11 %. Sometime in XXXX that interest rate on the balance transfer increase dramatically, bringing me into the bank. At that time, I was told my account was change from a GOLD to a Green Account and that was the rate. I was able to lower he rate a bit. From Gold to Green account I guess that is when the XXXX was initiated with interest and fee. I will tell you I would never have signed up for a credit card with XXXX % interest rate. Secondly, I rarely bounce checks. There was a saving account with this checking account that was to cover any bounced checks. I am just learning the XXXX is for debit purchases.
In XX/XX/XXXX Every single month at least {$12.00} plus XXXX {$8.00} interest fees comes out of the XXXX {$120.00} checking acct XXXX {$12.00} Totally {$140.00} not covered XXXX {$600.00} deposit XX/XX/XXXX {$12.00} Fee Overdraft XXXX {$20.00} overdraft XXXX {$12.00} overdraft XX/XX/XXXX {$20.00} overdraft XX/XX/XXXX XXXX interest charged I closed the account in XX/XX/XXXX because I had to change my password each time I logged into my account. When I went to the bank, they told me I had a weak userID and I had to change that. There were months when it was difficult to use my account as on line banking.
When I closed account, I had to pay {$19.00} in fees. Not using my debit cards at least 6 times a month, which is no longer a fee. Not making a deposit every month and of course the {$12.00} + interest.
I was told I owed {$69.00} dollars in fees. They never told me how come or showed me why I owed that and I was in a Citizen Bank three times wondering what made up the {$69.00}. I was just told I owed it XXXX. I was not aware I signed. If I was told it would be like a credit card with XXXX % For the few overdrafts I do I would never had agreed.
I am not paying the XXXX interest on a {$140.00} overdraft that resulted in a {$69.00} fee.
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| 02/24/2018 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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I setup auto pay via Citizens Bank website in XX/XX/XXXX ( or thought I did ) but evidently it did not activate immediately. I set this up in good faith but the first payment was late - XX/XX/XXXX - and is reported 30 days late on all three credit reports. Since the late payment Citizens can see I have auto-paid every month since then for almost 2 years. They are being completely unreasonable to a good customer who setup auto pay in good faith. Additionally, they should accept blame for having inadequate technology and/or other processes that setup auto-pay in a more timely manner. I have paid in good faith as agreed - if their technology was more contemporary this would not be a problem.
Totally unreasonable and unfair. Punishing a customer who setup auto-pay in good faith.
Others be warned Citizens Auto Finance has terrible technology and will blame you for any delays or incompetence. Further they will do nothing to work with you to remedy the problem.
After further review ( this warning was not readily visible to me when I setup autopay ) Citizens Bank even tells their customers their technology - or whoever they outsource it to - is potentially unreliable with a warning on their website when you setup autopay. See below.
If you go to the Citizens Bank website ( https : //www.citizensbank.comXXXX ) to setup autopay and click on " Setup Recurring Payments/Login '' you receive the following GLARING WARNING alerting customers to the potential unreliability of the website you will setup autopay on. Again this warning was nowhere to be found when I setup autopay. The warning from the Citizens website is below.
" Please note : You are about to leave the Citizens Bank website. Citizens Bank is not responsible for, nor do we control, endorse, or guarantee the content, products, and/or services of the subsequent pages. The linked site may have a different privacy policy or provide less security than our website. We recommend that you review these policies on the linked site. Thank you. '' Citizens Bank admits to the unreliability of their own technology and then unfairly and unduly punishes their own customers for their system failures and shortcomings.
Pathetic! Incompetent!
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| 10/29/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received an overdue school tax letter in the mail around the XXXX of XX/XX/2019 in the amount of {$1700.00}. I called the following Monday on the XXXX of XX/XX/2019 to the tax office myself, they informed me that Citizens One had not paid our school taxes and then I called Citizens one and they said they were paid on the XXXX of XX/XX/2019, by wiring to the tax office. I then called the tax office back same day and they said absolutely Citizens One had done no such thing as the tax office only takes mailed checks or in person payments. I again call Citizens One, then they say something totally different that they must have sent it to the wrong mailing address, when they already stated that it was wired electronically, they told me to give them a few days to straighten it out. I called back on the XXXX of XX/XX/2019 to make sure it was straighten out, it was not. Now Citizens One was claiming they sent the new check out but had it returned but to give them till the XXXX of XX/XX/2019 and everything would be straighten out. I gave them till XX/XX/2019 because of a death in my family. They still have not resolved them not paying my taxes, the man said because they're waiting till the good thru date and that the other person should have never told me that they would have fixed it by then. I asked why this was happening, he said " they're only human, let them do their job and their bank 'you know ' was just going to pay when they wanted to. '' I said I'd call back tomorrow and asked for a manger to call me back, the person fought not to give me their manger 's name and flat out lied about whom their manger was, at first they said they didn't know, that it was a lady but it just changed to another lady then the person said it was a man and that he works with a bunch of females so he was confused. This doesn't make me feel comfortable knowing they're in charge of my mortgage or taxes with it. Also this person said " don't waste my time calling about it. It will be done when it's done and they'd get back to me '' and not to cut him off in conversation. I'm still left with school property tax not paid and not sure if they're actually going to pay it and it's due next week on XX/XX/2019.
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| 04/06/2017 |
Yes |
- Bank account or service
- Checking account
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Web |
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I made a {$6000.00} deposit in to my account on XX/XX/2017. I explained to the lady behind the desk that I was desperate to get the funds available. She ran the check through a machine an told me it would be available on XX/XX/2017. I explained to her that I needed to be sure that it would be no later because I could drive to XXXX where the Bank is located from XXXX XXXX just as fast. She said that is all it would take. I made the deposit and on the receipt it even said that there was a hod on XXXX of the deposit till the XX/XX/2017. On XX/XX/XXXX I went to same branch to withdraw my money to pay my bills and the Teller told me that there has been an extended hold on the money till the XX/XX/XXXX. At that point it was before XXXX in the Central time zone that is where the bank was located that the check was drawn on. So I left the bank and returned around XXXX Eastern time zone which is XXXX Central Time Zone so the bank would be open and Citizens Bank could call and Verify the check had cleared. I meet with XXXX the Branch Manger and she called the branch the check was drawn on. Who ever answered the phone informed XXXX that they were not permitted to do that over the phone and she would have to call a different number and use a automated system. XXXX called someone over her head and they said that an Automated system would not work only a human can verify the check was good and there is nothing they could do for me. I asked if I could get the check back so I could drive XXXX miles and get my money from the bank the check was drawn on and they said no, it was too late for that.
What I do n't get is Money electronically moves between bank at XXXX the same day, That was put in to place back in the XXXX 's. Citizens Bank received my money at XXXX on the XX/XX/XXXX, Why do they need a human to tell them it really happened? This is unacceptable. They are XXXX me. The world wants everyone to stop using cash and are forcing us to use everything electronic, this is why I have a problem with it, Had I deposited cash this would have never happened, had they not told me in writing that my money would be available on the XXXX this complaint would have never needed to be filed.
XXXX XXXX
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| 10/24/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Taking out the loan or lease
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Web |
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On XXXX XXXX, I applied for the iPhone Upgrade Program through Citizens One Bank and was denied because the information on my application did not match the information on my XXXX credit report. I called Citizens One on Sunday, XXXX XXXX, and had them file an appeal. I was told the appeal would take five business days to complete.
The following Saturday, XXXX XXXX, I called because I had not heard from them. This resulted in me calling almost daily for the next week to inquire about the status of my appeal. Ultimately, I got frustrated by the lack of progress and filed a complaint with the OCC, who forwarded it to the CFPB. They sent the complaint on to Citizens One, who called me to inquire about the complaint. The following Monday ( today ), I received a call from their appeals department who researched the matter.
Ultimately, I was told I had incorrectly entered my birth year in the application, which caused the denial. They told me that my denial had been overturned and that I could reapply for the program. However, I would have to do it in-store. Their system would not allow me to do it again online.
I told Citizens One that I live two hours away from an XXXX and asked if I could do it at another store that sold iPhones ( XXXX XXXX XXXX, XXXX XXXX, etc. ). I asked them if there was any way that I could do it online and they said that I would have to wait until XXXX XXXX and apply again, which would result in a second hard pull of my credit.
I believe this to be discriminatory against those who live in rural areas that do not have access to an XXXX XXXX. Furthermore, I see little-to-no reason why the online shopping systems could not be upgraded to handle such an issue or why Citizen One could not process this loan application over the phone. After all, many financial institutions process far more complex loans over the phone. Citizens One may be one of these banks, assuming they provide mortgages.
Furthermore, nowhere in the iPhone upgrade program 's terms and conditions states that I would have to go in to a store if denied. Had I known that, I would have probably sought to purchase my iPhone with XXXX Next program because of the local availability of a store.
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| 09/20/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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|
Web |
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Under the Fair Credit Reporting Act ( 15 USC 1681 ), it is essential to ensure that consumer reporting agencies act with fairness, impartiality, and respect for consumers ' privacy. XXXX and XXXX are such agencies, and as a consumer, you have the right to safeguard your private information, as reinforced by 15 USC 6801, which emphasizes the Congress 's policy for financial institutions to protect customer privacy and data security.
Moreover, any financial institution, including " Furnisher of information to credit agencies, '' falls under this definition. According to 15 USC 1681 section 604 ( a ) ( 2 ), consumer reporting agencies can only furnish your consumer report if you provide written instructions to do so. XXXX, XXXX, and the financial institution ( Furnisher of information to credit agencies ) do not possess your consent or written authorization to share this information.
In addition, 15 USC 6802 ( b ) ( c ) mandates that financial institutions can not disclose nonpublic personal information to nonaffiliated third parties without informing consumers of their right to prevent such disclosure. However, ( Furnisher of information to credit agencies ) did not inform you of this right.
Furthermore, 15 USC 1681c ( a ) ( 5 ) prohibits consumer reporting agencies from including adverse information in your report without authorization, except for certain criminal convictions older than seven years. The account they are reporting without your permission violates this law.
Additionally, 15 U.S. Code 1681s2 ( A ) ( 1 ) ( A ) states that no one should provide inaccurate information to consumer reporting agencies knowingly or with reasonable cause to believe it's inaccurate. XXXX and XXXX might be in violation here.
Lastly, 15 U.S. Code 1681e mandates that consumer reporting agencies must maintain procedures to avoid violations of section 1681c and limit the distribution of consumer reports to authorized purposes, as specified in section 1681b. XXXX and XXXX 's procedures may not be in compliance.
Finally, 12 CFR 1016.7 states that consumers have the right to opt out of reporting services at any time. Therefore, you are choosing to opt out of their reporting services.
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| 02/28/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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Investors bank was taken over by citizens bank My direct desposits pay was cancelled See attached Your bank has re-routed the direct deposit as a courtesy however ; please keep in mind your direct deposit set up is currently cancelled. We'll need you to fax or email a voided personal check with the updated routing number. If you do not have a personal check with the updated information, please have a bank representative provide you a typed letter ( on bank letter head ) or bank direct deposit form which should include your name, routing & account numbers, and type of account ( checking or savings ).
We require supporting documentation from you before updating your direct deposit information.
A secure link will follow for you to attach the information I contacted citizens because they never provided checks they never provided any if the things needed to keep the direct deposits payroll working The representives that answered the phones ( hang up me ) say I dont need this documentation that it should just go thew. That no one besides me is having this issue.
As you can see they were given three options.
I ordered checks but they are going to take time to get to me.
I was told that they will nit supply a letter I was told that they will send a deposit slip but that it would be put in regular mail which is bulked shipped out after it is weight They do not care if I get my money These banking institutions should be held liable for the fraud they committe on the customers Also there log into yo the account doesnt even use special characters only=numbervand letters This is so outdated and unsafe no one knows this information till after the bank takes over all the paper work we get says everything will transition over easy Nothing easy about these transactions Ive been threw at least 4 in the last couple years Im waiting for the regional manager to contact me but Ive been waiting over 5 hours. And of course no response. Im attaching a text chain that I have with the last regional manager XXXX. He was the regional manager Only supplied the first name no phone number after numerous times asking for a full name and phone number Ive been waiting for XXXX new regional manager XXXX
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| 05/01/2019 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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opened a One Deposit bank account with Citizens Bank in XX/XX/XXXX after receiving multiple marketing emails from them stating that I would receive a {$200.00} bonus if I deposited {$500.00} into the account within 30 days. On XX/XX/XXXX I deposited that {$500.00}. In XX/XX/XXXX, I called to check on my {$200.00} bonus and was told it could take a while to show up in my account. I then called back in XX/XX/XXXX and was told to call back in two weeks because the bonus should apply at the end of the month. So I called back a few weeks later and was told it could take up to 90 days. In total I called 6 times, those dates are XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. After 90 days I called the customer support team again and was told that they would have to contact their marketing team. I was assigned a case manager who never answered any of my calls and called me back 5 days later to inform me that the bonus would not ever apply to my bank account because Citizens Bank does not have the correct link they need to apply the bonus. Instead of them finding verification that their link doesn't work properly, they decided to ask me if I had a 4-month-old confirmation email from them. After 5 months of being told to wait for my bonus, which I am entitled to because I followed the rules that were laid out for me, I am being told that this bonus does not apply to me. This is a scam. My case manager claims she has no control over it and the fact that her customer service agents are incompetent and told me I would receive my bonus. She also stated that this happens often and usually clients are able to produce the emails. Which only tells me that Citizens Bank is not properly handling these bonuses. Again, this is a scam. It is deceptive to have someone add funds to a bank account under the guise of a bonus then claim they are not going to receive it because they didn't save a 4-month-old email. I would like to receive my bonus as it was promised to me when I opened the bank account using this link https : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 05/28/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
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Web |
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I had problems with Citizens Bank before in XXXX due to erroneous fees.
I decided to close my account in XXXX. I tried various times to close the account. But the bank does not stop payments, and twice I emptied my account, but an existing out-pay charged against the account. Since it was my fault, I paid the fees and asked again to close the account.
I send a letter to customer service. No response.
I sent secure emails in the Bank App. To my surprise, that email was DELETED.
I went to the branch, and the manager told me that he could NOT close my account. Finally, after a very unpleasant exchange, the branch manager explained to me the best way was to keep {$250.00} in the account and verify the balances once in a while. He told me, in confidence, that the bank would not allow me to close the account without a lawsuit or intervention from the regulator.
For four years, this strategy worked. Yesterday, the bank charged me {$10.00} Fee for DORMANT ACCOUNT SERVICES. NO notification of such a bizarre fee was done in writing or electronic way.
The timing of the fee is also alarming, the Connecticut " Stay Safe, Stay Home '' Governor 's order issued in XXXX of XXXX is expiring.
However, this is not my case. This action is malicious because it imposes a LACK of Activity fee for customers that could not get to the branch during a QUARANTINE.
I try to call the customer service on XX/XX/XXXX, but after a 1-hour wait, I gave up.
I sent a secure email through the bank email phone app, which said that they would respond in 2 days, but I have no faith.
I removed the balance of my account, and I hope that this should be sufficient to close this account.
However, I would like to receive my {$10.00} fee back via check on the mail. If there are costs to issue the check, Citizens can subtract such losses from the $ XXXX, up to {$10.00}. If to be a bit honest is too much, please keep the money.
I also request that the Citizens Bank delete all my information, as allowed by law. Please remove my name from any marketing efforts.
XXXX XXXX XXXX Find file attached with the email alert about the fee. NO notice or communication was provided before the fee was charged.
|
| 12/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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We applied for a pre-approval letter through Citizens one online in XX/XX/XXXX. We were pre-approved for {$250000.00} and we proceeded to look for homes. We signed for a home in XX/XX/XXXX. We sent everything to the bank when they asked for it. They proceeded to ask for the same thing multiple times such as signatures and pay stubs. We sent everything by email. I do still have the emails showing things being sent back. We would go weeks without anyone returning our calls and emails. On the last day that things needed to be processed we got a call stating that we would need to refinance our car this was XX/XX/XXXX. We were originally supposed to close on XX/XX/XXXX. The sellers were willing to work with us and we did refinance. The bank sent over a commitment letter to close on XX/XX/XXXX. We continued to have to send over paperwork 3-4 more times because no one could find it. We would also go unanswered with emails, phone messages and text messages. Our realtor and the the listing realtor would also go unanswered. I was told that everything was with the processor and she was looking over our information on XX/XX/XXXX. The processor did not return calls or emails. The processor then waited until XX/XX/XXXX to reach out to say that she could open the attachments on the email I sent the prior week. The processor lied and stated she had just got my file. I have a letter form the same processor dated for XX/XX/XXXX. Also, if she she was going through my file on XX/XX/XXXX she would have known that the attachments did not work. On XX/XX/XXXX the sellers terminated the contract. The bank did not follow through with anything they needed to do to close on time for the home. I have the unanswered emails and text messages to the officers involved. I can also pull my cal logs for the unanswered phone call messages. We would like the bank to reimburse {$580.00} for the home appraisal. We lost the home due to the bank not following through on their end and not sending over the information needed to close on the home. The bank did not keep an appropriate time frame for either closing. I have tried twice to file a complaint with the bank and no one followed through me with time.
|
| 07/25/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
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I did not apply for credit directly with Citizens One. This company is a third party company financial institut, who finance for XXXX. XXXX provided additional fraudulent charges on a invoice to Citizens One. I contacted citizens one on several occasions to advise XXXX charged me additional charges and my account needs to be updated. I stayed in contact with Citizens one during the process as my payment card was still was on file to make payments, even after I was told the account would be placed on hold. My bank also advised automatic payments was previously approved from Citizens one, and which I never received notice a payment had failed. Citizens One did not have my contact number and failed to notify me of any issues. I had a conference call with citizens One and XXXX explained to the representative with citizens one that XXXX made a mistake and for the mistake they were going to credit my account for {$250.00} in which Citizens One should correct any inaccurate or misinformation at that time. Citizens One has reported inaccurate information to the credit bureau that my account was 30 days past due, when it should have not been reported as past due, because of the lack of communication between those 2 parties and never notifying me of a failed payment after I was also told the account would be on hold until XXXX contact them. This inaccurate information needs to be removed from my account immediately.
I have disputed this delinquent account Therefore, until it is validated, your information concerning this account is assumed to be inaccurate. Accordingly, if you have already reported this debt to any credit-reporting agency ( CRA ) or Credit Bureau ( CB ) , then you must immediately inform them of my dispute with this debt.
Reporting information that you know to be inaccurate or failing to report information correctly violates the Fair Credit Reporting Act $ 1681s-2. Should you pursue a judgment without validating this debt, I will inform the judge and request that the case be dismissed based on your failure to comply with the FDCPA.
Finally, this account is not delinquent and I demand that this information be removed from my credit report immediately.
|
| 07/25/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
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I did not apply for credit directly with Citizens One. This company is a third party company financial institut, who finance for XXXX. XXXX provided additional fraudulent charges on a invoice to Citizens One. I contacted citizens one on several occasions to advise XXXX charged me additional charges and my account needs to be updated. I stayed in contact with Citizens one during the process as my payment card was still was on file to make payments, even after I was told the account would be placed on hold. My bank also advised automatic payments was previously approved from Citizens one, and which I never received notice a payment had failed. Citizens One did not have my contact number and failed to notify me of any issues. I had a conference call with citizens One and XXXX explained to the representative with citizens one that XXXX made a mistake and for the mistake they were going to credit my account for {$250.00} in which Citizens One should correct any inaccurate or misinformation at that time. Citizens One has reported inaccurate information to the credit bureau that my account was 30 days past due, when it should have not been reported as past due, because of the lack of communication between those 2 parties and never notifying me of a failed payment after I was also told the account would be on hold until XXXX contact them. This inaccurate information needs to be removed from my account immediately.
I have disputed this delinquent account Therefore, until it is validated, your information concerning this account is assumed to be inaccurate. Accordingly, if you have already reported this debt to any credit-reporting agency ( CRA ) or Credit Bureau ( CB ) , then you must immediately inform them of my dispute with this debt.
Reporting information that you know to be inaccurate or failing to report information correctly violates the Fair Credit Reporting Act $ 1681s-2. Should you pursue a judgment without validating this debt, I will inform the judge and request that the case be dismissed based on your failure to comply with the FDCPA.
Finally, this account is not delinquent and I demand that this information be removed from my credit report immediately.
|
| 12/28/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
|
|
On XX/XX/XXXX my checking account at Citizens Finacial Group in XXXX Ma was over drawn due to an automatic bill pay that I had set up to pay my XXXX XXXX XXXX via ACH by the XXXX of the month. On XX/XX/XXXX. I transferred money from my home equity line of credit to my checking account at citizens financial group to cover the overdraft but the original payment was automatically reversed by the ACH system managed by XXXX. I then set up a new bill pay to pay the bill which was scheduled to go out on XXXX. I login in to my mobile app on XX/XX/XXXX and saw two outgoing payments four the same amount. I called the Citizens bank and spent an hour on the phone with a rep who explained that the fiserv system will automatically retry to send the payment three times and it will cause an overdraft three times and there is nothing that they can do to stop it. On XX/XX/XXXX, I noticed that my account was still overdrawn and the second reversal of the transaction had not occurred. I called the citizens financial group today XX/XX/XXXX and have been on the phone for two hours. During this time I have been lied to, and misled and transferred and kept on hold only to ultimately have my call been rerouted back to the original main customer service queue. And I have been told that the line is recorded and that my original problem as well as my subsequent complaint was being logged so that the tech group would investigate what happened to. But when I called back and demanded to speak to a supervisor, she admitted that none of the four prior reps had logged the problem. She opened up a complaint ( complaint # XXXX ) and gave me a number to call back to track the complaint ( XXXX ). I was then transferred to the escalation department and spoke to the tech support manager ( XXXX ). Who said there is nothing that can be done and that I can not call XXXX directly to follow up. The other XXXX reps had told me that they couldnt call XXXX but that I could. I need help to get this problem resolved but I also need to formally file a complaint about the fraudulent And internal misinformation that I have been given by the bank representatives about how mobile pay and bill pay works at the bank.
|
| 08/15/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
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.
|
| 11/21/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Greetings, This complaint is against Citizens Bank located at XXXX XXXX XXXX XXXX XXXX, Mi XXXX. Recently I noticed or I shall say I became suspicious of inconsistent transactions on my account. Money is disappearing from my account without my authorization. And that's just the beginning of my problem.
On XXXX XXXX 2020 I noticed a transaction that was unauthorized and i called the bank immediately to report the transaction as fraud. My account was closed and the representative has issued me a new card. During the conversation with the Bank Representative I stated that I will like mailed copies of my entire transactions history. I was told I will be charged for wanting mailed copies. The Rep suggested online Banking about transaction history and she gave me an id number and reset password code.
On XXXX XXXX 2020 at around XXXX I called Citzens bank because my online banking account was blocked. I spoke with two representative before they ended the call and stated that I could not have access to my online banking history. I was told that I can't look at my transactions history to determine any other incidents of fraud on my account. At that point I asked for an address to file a complaint and i was given a po box and an unknown number to call in regards to complaints. I asked the representative to transfer me to a supervisor because I didn't understand why I was denied access to my account, given a PO BoX address to file a complaint, and given a number to call that isn't associated with my bank.
As of today XX/XX/2020 I can't access my online banking account, I can't get any mailed copies of my banking history, and I can't speak to any supervisors at Citizens Bank. I was placed on hold to speak with a supervisor for 2 hours and 36 minutes before the Bank associates ended the call. I call back and the representative say 'Hello ' right before they end the call. I call back and the cycle continues. The Representatives at Citizens Bank are nasty, rude, disrespectful, and psychotic. Can you call me as soon as you get my complaint.
My name is XXXX XXXX. My address is XXXX XXXX, XXXX XXXX, Mi XXXX and my cellphone is XXXX XXXX XXXX. My email address is XXXX.
|
| 02/08/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem when making payments
|
|
Web |
Servicemember |
|
Citizens Bank stopped billing auto-payments for my XXXX XXXX XXXX without explanation and I am sure in error, threatened my credit score, yet will not provide a means to fix it.
Purchased XXXX at XXXX store using their annual upgrade program. XXXX employee assisted to set up a Citizens Bank loan and auto-payments from my credit card. Auto-payments worked fine through XX/XX/XXXX.
Starting XX/XX/XXXX, I received emails ( see attached PDF ) stating my payments failed. There is no reason for it to have failed because I have no issues with my credit card and there have been no changes such as new expiration date. No other payments have done this.
The exact language was, We were unable to successfully process the scheduled recurring monthly payment for your XXXX loan XXXX. Please update the payment information on your XXXX loan at appleloan.citizensbank.com, or call us anytime at XXXX.
I have tried getting help via the phone number provided in the email and other Citizens Bank customer service numbers but was unable to connect with a person to learn what is wrong. Over 15 calls and no combination of IVR selections lead to a human. ( Regarding this, their web page contact us was misleading in that it implies getting help from people, not limited to an IVR machine with limited choices. ) As suggested by Citizens Bank, I registered web access to the account at Citizens Bank online account and tried to fix it there. I verified the credit card number was correct, per last 4 digits ( redacted in attached PDF ). The buttons to manage the payment always went to a blank page. I verified my browser reader mode and blockers were off. I finally found a page that worked via the menu. I tried to edit the data, updating the blank CVV field but the continue button was gray and would not function.
I contacted my credit card company to see whether they could help. They confirmed there is no issue with my card. They confirmed the last payment XX/XX/XXXX was successful. They had no record of any subsequent payment attempt. That contradicts the Citizens Bank record that says an attempt was made on XX/XX/XXXX and declined ( see attached PDF showing transaction declined ).
|
| 08/15/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
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.
|
| 08/31/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I used to have a personal checking account with XXXX. That account has been dormant for several years, with a {$0.00} balance. Last year, Citizens Bank acquired some of XXXX 's business, which resulted in Citizens Bank taking over management of this checking account.
Unbeknownst to me, once this checking account was transferred to Citizens, they started charging account maintenance fees on the account. Since the account had a XXXX balance, this resulted in a charge to a personal line of credit which was linked to the checking account for overdraft protection.
I became aware of this situation in the middle of 2022, when I received notices that the account was past due.
I called Citizens, explained that I had never opted in to doing business with them, never agreed to their fee structure, and wanted to close my account, and have all fees waived or refunded. I had several calls with their customer support organization, but finally convinced them to waive the fees, and close the account.
At this point, I thought the problem was over. I was wrong.
My wife is currently trying to start her own business. As part of this process, she has been applying for business credit cards, and having a difficult time doing so. When she finally received a notice explaining that she was denied a credit card, along with the explanation, we noticed that the our credit report has a 30- and 60-day delinquent payment notice. This surprised us, since we have never missed a credit-card or loan payment of any kind, and prior to 2022, had excellent credit ( XXXX score of XXXX ).
After inspecting our credit report further, I noticed that the reporting financial institution was Citizens Bank. At first I was confused, since we've never signed up for any credit cards or loan products from Citizens. But then I remembered the quagmire I was thrust into in 2022.
So, this month, I've spent many hours trying to contact Citizens Bank to resolve this issue. I've talked to at least XXXX different branches of their customer service ( banking support, credit support, asset recovery support ). None of them have been willing and able to help me, and always redirect me to someone else.
|
| 03/18/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
|
|
I've had my savings account with Citizens Bank since XXXX with {$200.00} in it, and it was fine with no maintenance fees or anything. The {$200.00} I opened the account with was fine just sitting there collecting interest every month. All of a sudden, on XXXX XXXX XXXX they charged me a {$10.00} " dormant fee '' and a {$4.00} service fee, and they did not notify me of this. They then marked my account as dormant and they have been taking {$4.00} every month since XXXX XXXX XXXX and no longer giving me the interest on the account. They have taken a total of {$69.00} from my account since that day. I contacted them and I was told that it was an error, that the interest I was earning every month counted as " activity '' that would make the " dormant fee '' that they charged me, as well as all of the following service charges for the balance being below {$200.00}, was an error on their part. I was issued a {$14.00} refund on XX/XX/XXXX for 3 of the service charges, and I was told that I would have go wait for the manager the next day to issue me the rest. I never heard back from them, nor was I refunded all of the money that they have been wrongly taking from me. I called them today, XX/XX/XXXX, and the customer service representative said that they would not return my money. The best he could do was refund me {$35.00} of the now {$54.00} that they have wrongly taken from me.
Are banks now just able to charge you a random fee to get you below the amount where they start charging you service fees? I opened this account on XX/XX/XXXX with {$200.00}. I have never been charged any fees for anything, as that was the minimum to wave the service fee. All of a sudden, they charge me with a {$10.00} " dormant fee '' after 3.5 years of the account just earning interest, in order to get my balance below the point where they start charging a XXXX XXXX service fee. Every where I have see, interest that you earn and that is deposited into you SAVINGS account every month is " activity '' and that was confirmed by them. So they just stole some of my money. A horrible bank. How many other people have they done this to? Their business practices need to be investigated.
|
| 10/19/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
citizens bank stole my direct deposit social security check in the amount of {$XXXX} although last month on XXXX XXXX, XXXX, I asked the window teller how much I needed in the account so I can get my check until they switch it and I did so. They never told me until it was too late and the back spitefully and maliciously stole my means of sustaining life, i.e. paying bills!!!
Once before, when I said I was a XXXX XXXX XXXX XXXX, the bank shut down my ability to see what was going on in my account because of my reporting identity theft!?!?!?! Then after XXXX XXXX XXXX XXXX days of not seeing where/what or balance available, I went to the branch and practically had to apologize for the facat that they were not following the law and showing me my ACCOUNTS.
I need my {XXXX} and this is happening to everyone I know??????
I can not live while a bank lies, deceives and transfers an obvious thief just like the XXXX did with the XXXX who XXXX XXXX XXXX!!!!! Transfer them to another XXXX to do to more children and transfer XXXX, the bank senior rep who started this whole thing by telling me that, " ... it costs too much money to transfer money to pay down your XXXX so I 'm closing that account and opening another ... '' Turns out, it costs NOTHING and I never saw on my end to this date the XXXX NOR THE ACCOUNT WHICH XXXX XXXX from XXXX of the Chairman refers to in the XXXX XXXX letter which I have attempted to contact her over XXXX ( XXXX ) times to NO AVAIL AND I want my money with the same XXXX % interest the bank charges people.
Apparently, Citizen 's Bank thinks I will get tired of typing but I am NOT THE AVERAGE CITIZEN AND LAST I READ ( although most in society do not have integrity, honor, dignity, and pride ) I did nothing wrong and am a productive member of society working my way through XXXX, achieving my XXXX XXXX XXXX with a XXXX XXXX and paying bills on time so I MUST GET MY MONEY BACK!!! How dare a bank make billions of dollars counting on people not having the ability to fight for what is theirs and I hapopen to be the one who will go to every news channel if this is not in a timely manner required by LAWS THAT NOONE KNOWS BANKS DO NOT FOLLOW.
|
| 10/16/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
On XX/XX/2023, I discovered that my XXXX accounts ( in the amounts of {$78000.00} ) were sold to Citizens Bank. I enrolled after verifying my identity and accessed my accounts, which were dormant and therefore required that I contact them directly. Since XXXX was nation-wide, and Citizens Bank is only on the east coast , I did not have any accessible way of going into a branch and quickly withdrawing my funds and closing the account. I spoke with XXXX, who advised that I transfer the Savings account funds into the Checkings account in order to quickly close the account on XXXX morning, XX/XX/2023.
This morning, I called in and proceeded to instruct an agent whose name I do not recall, who told me XXXX had misinformed me and indicated that I would have to transfer the funds out of the account and get the account to a {$0.00} balance before they could close the account. I disconnected the call and called another agent, named XXXX. XXXX echoed the same new instructions.
I proceeded to initiate a wire transfer to a merchant with whom I have already signed a contract with to sell me a concerted campervan in the amount of {$130000.00}. I inputted this merchant, XXXX XXXX XXXX XXXX and the routing/account number associated with their organization, and submitted the wire in the amount of {$25000.00} which is the daily limit at Citizens Bank XXXX
At XXXX XXXX, I received an e-mail indicating the wire transfer was not successful. I proceeded to log back into the account to try again, but discovered that I was entirely locked out.
I called their customer support number at ( XXXX ) XXXX and was transferred XXXX times until I got to fraud prevention department. I spoke with XXXX, who after a series of holds documenting the case, returned to the call to let me know that there was nothing they could do, asking me to fly from California to XXXX of their closest branches on the XXXX XXXX, at my own expense, dealing with the stresses and XXXX of having to go through all this simply to access my own funds. I told him I wanted documentation as to how they could justify these actions, but he was not able to accommodate my request, nor give a proper reason why.
|
| 06/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My mortgage is currently with Citizens One.
I received notice, XX/XX/XXXX that my payment, due to escrow, is increasing by more than {$200.00} per month.
I tried to get online to check what was happening, login failed. Called Citizens One for assistance. A 10-minute call dealing with an automated menu loop, which became degraded and kept looping back to the previous menu. Hung up and called again.
This time I got a person, breaking up in the connection. Explained that I was unable to log in. She informed me they would text me a code. Since I have a landline, text wasn't possible. She informed me she was unable to help me. I let it go until today.
Called today after getting another notice about my payment increasing.
Called ( XXXX ) XXXX and again, continuous automated menu loop! Just kept trying different menus until I got someone.
Explained, tried to with a poor/breaking connection, what I was asking. All a got was to apologize for the poor connection, which had to be terminated.
My issue is that I receive a Form 1098 from them every year they acquired the account, XXXX. Under the Escrow Reconciliation, it shows that every year a balance of at least {$1100.00} is carried over. and my payments are increased!
I receive a Homestead exemption every year, which is not reflected in the property tax amount. For the last 2 years, the state has given me another tax exemption in addition to my Homestead.
I want to know who has my overage?
The State Treasurer is supposed to send back to the institution any surplus.
I have been unable to get any information about my money.
I had contacted the State Dept of Revenue, they are looking into it.
But still unable to get anything from Citizens One!
Franklin Mortgage had it before, they would send a check-in in XXXX for any overages. Citizens One has sent only notice of increase of payment.
The new payment for escrow will exceed my mortgage principal payment and my income!
I want to know where all my escrow money is going? Is the State keeping it? Or Citizens One?
Either way, there is no way to make an {$850.00} payment on Social Security.
Copies of letters and Form 1098 can be attached as needed.
|
| 01/26/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
A service charge in the amount of {$20.00} was deducted from my checking account on XX/XX/XXXX. I have had a banking relationship with Citizens Bank since XX/XX/XXXX, and I have not previously been charged a similar fee. The charge appeared simply with the description of service charge and I had no idea what it was.
On XX/XX/XXXX, I noticed this {$20.00} service charge and sent electronic correspondence through Citizens Banks online banking platform questioning the charge. In my correspondence, I requested that the purpose of the charge be explained. I also requested that, if the amount was charged in error, to reimburse the {$20.00} to my account.
Five days went by without any response from Citizens Bank. On XX/XX/XXXX, I sent another message through Citizens Banks online banking platform asking when I could expect to receive a response.
On XX/XX/XXXX, I received a response from Citizens Bank representative XXXX XXXX The representatives message was a form letter, but the message advised that by maintaining a monthly combined balance of only {$20000.00} in all your linked Citizens Bank accounts you can waive the monthly maintenance charge on your Circle Checking account. The representatives message offered no redress to my specific complaint, nor did the message provide any explanation as to why the charge was being imposed for the first time ( after many years of owning this account ).
This appears to be a new interpretation by Citizens Bank. Again, I have had this account for many years and have never been charged a similar fee. I have no record of ever consenting to maintain a {$20000.00} minimum account balance. My Circle Gold Checking account was opened many years ago, and based on the fact that it is no longer referenced on the Citizens Bank website, it appears to be a legacy account type ( i.e. only " Circle Platinum '' accounts seem to be referenced now ). As such, it is clear that Citizens Bank now intends to charge me a monthly fee of {$20.00} unless I fund this account with a minimum balance of {$20000.00}. I do not consent to this, and I find the unilateral imposition of this pricing to be deceptive on the part of Citizens Bank.
|
| 12/11/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
Older American |
|
We are under contract to purchase a Condo. On XXXX XXXX, XXXX we submitted a mortgage application to Citizens Bank N.A., XXXX XXXX, XXXX XXXX XXXX, XXXX, RI XXXX for {$190000.00}. We are putting down 20 %. To date we still have not closed. They have put all kinds of conditions on this mortgage. Our credit ratings are all in the XXXX 's and have over {$150000.00} savings in the bank. We own a rental condo in XXXX which is fully paid for and the same tenant has lived there over 10 years. Our debt is under {$15000.00} except for the home we current are living in which will be sold when we move. We have approx.. {$150000.00} equity in these XXXX current properties. We have an annual income of {$90000.00} per our XXXX federal income taxes. I work for the Town that we live in and have been there over 16 years. I have no current plans to retire anytime soon. I am in the XXXX pension and XXXX deferred Compensation programs and have been for the 16 years I have been employed by the XXXX. My husband is retired. This bank has dragged their feet and made many demands which we have meant every one. Now they have approved us for an {$80000.00}. mortgage with no explanation why. I have pressured them for an explanation and now they are saying it was because we had a loss on the XXXX condo. The loss on the condo last year was {$4300.00}. of which {$1500.00} was depreciation meaning they are denying us the full amount of the loan for a loss of {$2800.00}. This property has now been paid off per their demand so there will not be a loss on this property this year. I feel that we have been age discriminated against. They requested copies of our XXXX driver 's license so they know that I am XXXX and my husband is XXXX. We want to move into a condo because our current home is on over an acre of land and has a long driveway. I no longer want to spend my free time mowing which takes almost 3 hours a week and we have the driveway plowed but still have to shovel the sidewalk and the back deck so our small XXXX dogs can get off of the deck. If we do n't close on this property we will lose our {$10000.00} deposit and there are many other fees which we will be responsible for.
|
| 06/25/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
I have a credit card through Citizens Bank NA. I have made all payment on time since the inception of the card. I enrolled through the Alert system for the credit card at the time of setting up my online account.
When logging on to make my XX/XX/XXXX Payment online on XX/XX/XXXX, I had rewards in the amount of {$25.00}. I used the rewards to credit the account balance. The bill pay feature then showed my new payment due XX/XX/XXXX with a new minimum payment.
I logged back into my account on XX/XX/XXXX to check my transactions and I was notified that the XXXX payment had not been made, even though the credit is reflected in my transactions. I immediately made the payment in full.
On XX/XX/XXXX through my credit monitoring software I was notified that my credit had decreased over 35 points due to a balance decrease from the Citizens Bank credit card for over XXXX of the previous balance ( from {$3800.00} to {$900.00} XXXX.
When I called the credit card services department on XX/XX/XXXX, the late fee was waived due to the circumstances surrounding the late payment. I was transferred to a supervisor XXXX who spoke down to me like I was a child and recommended credit repair companies for one late payment and a credit limit decrease. When I explained the situation he told me that even though the fee was waived as a courtesy, and even though I have the alerts system set up and was not notified, that a letter was sent to me after I made the payment and the account was up to date in regards to the late payment.
I was told that the company is not in any way obligated to notify the customer ( other than in the letter ) that the payment is late and that I would not receive any communication in regards to the credit line decrease and that my only option was to have a manual balance increase request done which would add another negative impact to my credit. When asking to speak with another supervisor I was notified that I could but I wouldn't get anyone on the phone as they are busy.
A letter was sent out in regards to the late payment after the payment was rectified. The letter has not yet been received by me and it is now 4 business days later.
|
| 03/26/2018 |
Yes |
- Student loan
- Private student loan
|
- Getting a loan
- Confusing or misleading advertising
|
|
Web |
Servicemember |
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I refinanced my student loans through Citizens Bank. When I refinanced, Citizens Bank had a promotion where they offered a {$1000.00} XXXX gift card to anyone who refinanced at least {$50000.00} between XX/XX/XXXX, XXXX and XX/XX/XXXX. According to the offer document, the gift card was to be " delivered to the borrower via email within 60 days of the loan disbursement date. '' ( see attached promotion offer document ) My refinancing note was executed on XX/XX/XXXX ( see attached statement reflecting date of note execution ), and the loan was disbursed on XX/XX/XXXX ( see attached statement reflecting disbursement date ). The note was for more than {$50000.00} ( see attached promissory note ). I am therefore eligible for the promotion, as Citizens Bank has admitted. Despite being eligible, I did not receive the gift card within the required 60 days -- which was XX/XX/XXXX. I called Citizens Bank ( several times ), and spoke to XXXX from the Priority Assistance team ( phone : XXXX ) and she confirmed that I am eligible for the promotion, but because my application was not initially flagged as eligible ( an error on Citizen Bank 's part ), they would not send me the gift card until 60 days after they corrected their error -- meaning until early XXXX -- approximately 4 months after disbursement.
I explained to XXXX that Citizens Bank was in violation of the terms of the promotion, which required the gift card to be delivered within 60 days of disbursement, but I was told nothing could be done to expedite the process. I asked for the issue to be elevated to higher management but was told nothing could be done. I explained that I planned to file a complaint with the CFPB.
The {$1000.00} gift card was the primary reason I decided to refinance my student loans with Citizens Bank. I would not have refinanced with Citizens Bank if I had known there would be a four-month delay in receiving the gift card, and there were several other options that I considered, including not refinancing at all. The delay is receiving the gift card has harmed me because I planned to buy a new cell phone in early XXXX using the gift card, and I need a new phone for my job.
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| 03/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage company, Citizens Bank, escrows our property taxes. They made an error when entering our 2022 property taxes. They entered a total of {$36000.00} for our property taxes, but our total property taxes are {$10000.00}. This has caused them to increase our mortgage payment by around {$4000.00} per month. Our current escrow balance is {$14000.00} - far in excess of what it needs to be to satisfy the annual taxes.
We have submitted evidence of our actual tax liability and Citizens Bank confirmed they received it, but they will not change it.
I called on XX/XX/2022 to notify them of the problem. At that time, they requested I fax them the property tax information from my county, which I did. They told me it may take 5 business days to fix the issue.
I also mailed them a letter on XX/XX/XXXX notifying them of the problem and the evidence of that.
My husband called on XX/XX/2022 to follow up, because it still had not been fixed. They told him that it would be fixed by XX/XX/2022. On XX/XX/2022, I called and I was told it might be done by the XXXX or XXXX. I spoke with three different people, and I escalated the issue as far as I could. Each phone call took more than an hour.
On XX/XX/2022, they again drafted the inflated mortgage payment and have taken no action to change it. On XX/XX/2022, my husband called again, but after another hour phone call, the problem was not fixed.
During my XX/XX/2022 phone call, I requested that we removed from escrow. I stated that I would pay my property taxes myself. They told me that if I did that, I would be charged a fee, which would be a percentage of our mortgage, but the agent said they could not tell me what the fee was and that I would only find out after it was charged. I declined this, because I didn't think it was correct that I should pay a fee in that situation, and because of the unknown amount of the fee.
At this point, we don't know what to do, and don't seem to have any recourse to stop the mortgage company from stealing our money. At this time, out mortgage payment is {$6100.00} and we have made significant financial sacrificed in order to not default on our mortgage.
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| 02/11/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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Citizens Bank checking account overdrafts and fees 1 ) instructions by me not to pay any overdrawn amount repeatedly ignored 2 ) overdraft policy poorly defined 1 month only overdraft paid is scheduled payments not debit purchases after funds not there only to have it change and debit purchases allowed but scheduled payments returned only 5 days after they post to account ie I made two credit card payments within 30 seconds of each other because I have two cards with one company. Almost a week after they posted to my account one of the payments was reversed meaning my account was charged overdraft fee when it posted and return fee when it was arbitrarily sent back. A week later a scheduled payment was paid posted to my account then a week later returned. Overdrafts are allowed to accumulate and then at an arbitrary time card is constantly declined. Over a year ago I repeatedly requested no overdrafts because every manager I talked to defined it differently how and what debits are allowed as overdrafts. This refusal to follow my instructions has resulted in high overdraft fees every month resulting in THosands of dollars paid in fees over the life of my account.
3 ) Six months ago I deposited check from company. Bank sent letter saying extended hold placed on it. Bank sent letter within 3 days of deposit saying would not honor check. My bank app showed that the check amount not credited to my account but their register showed it being deposited delaying fund depletion but when sent back I incurred fees and overdrafts These policies make it too difficult to manage account to prevent overdrafts but the bank does not seem to allow me to request no overdrafts. I am XXXX in constant pain and the mental process of managing condition causes lapses in my ability to manage funds using online tools that is why for over a year I have requested no overdrafts to be allowed. The arbitrary overdraft policy assures bank of monthly overdraft fees and a {$30.00} a week extended overdraft fee costing me thousands of dollars in overdraft fees. Over the years my complaints have resulted in some fee reversal but it is nothing compared to money I have lost.
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| 10/24/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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On XXXX XXXX, my husband and I locked in a mortgage interest rate of 3.25 % with .125 % credit, for 60 days with Citizens Bank. This rate was contingent on my opening a Citizens Bank account, which I proceeded to do. However, when we received the closing disclosures for my mortgage on XXXX XXXX, the interest rate was listed as 3.5 % ( or 3.375 % with a Citizens Bank account ). When I inquired about this discrepancy, my loan officer told me that there were utilization ratio issues, but that she had taken the needed steps to get the rate I had originally been quoted and had submitted all necessary documentation for approval of the originally quoted rate. My loan officer later confirmed via phone that this had been approved.
We received the final closing disclosures the evening before our closing ( which was scheduled for XXXX on XXXX XXXX, after having been delayed by Citizens for several days ). The interest rate had not changed. I emailed my loan officer multiple times but received no response until I reached her by phone the next morning. She told me she was working on getting the rate adjusted as promised. However, a mere two hours before the scheduled closing, she informed me that she would NOT be able to give us the rate that had been locked in. She suggested postponing the closing on our purchase until after the closing on our sale ( which was scheduled for the morning of the next business day ).
Because it was only two hours before the closing and we 'd had issues even getting the seller to the closing table, my lawyer strongly advised against postponing the closing. Doing so would have put me in breach of contract, and we had no viable options for postponement or alternate loans at this late date. I was forced to close with a difference in the mortgage interest rate that increases my costs over the lifetime of the 30-year loan by about {$30000.00}. My loan officer loan officer told me that the best she could do was to refund the closing costs ( {$840.00} XXXX, which she requested to be expedited. Unfortunately, it 's been over two months and we have yet to see this credit or even have an update as to when I can expect it.
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| 08/11/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem with the payoff process at the end of the loan
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Web |
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I bought this item from XXXX on XX/XX/XXXX of XXXX. Hi returned item on XX/XX/XXXX by mail which they confirm they have received. For some reason I couldnt go back to store. Since then citizens pay or whatever they call themselves now have been told to refund my money. This was for the XXXX XXXX and also the 24 month all access pass which totaled to XXXX. I have talked them over 3 dozen times and sent them numerous emails with XXXX customer service ccd on each email. XXXX said their shouldnt be any reason why they shouldnt have gave me my money. Citizens had me paying for months in which the first time I spoke with them. They said do not worry, dont pay anything as it would take time but resolve. Lies!! They had me miss my first payment on any credit or loan I had in the past 10-15 years. Taking my score down a good 35-50 points. I called to speak with them and they said sorry for the confusion and thatll take care of it but at that time I would have to complete making payments every month until they figure it out so I did so. All the ay up to XXXX. In which they now owe me. I spoken to them at least four more times after we got to that process I called beginning of XXXX of this year and finally they said the check has been sent out on XX/XX/XXXX which would take up to 45 days from Rhode Island. I had no faith in this company has theyre the worst ever I dealt with and feel like its a scam. Even XXXX cut ties with them. I spoke to a representative today for the lack of faith and here we go again they tell me that the check hasnt been sent out but it should be soon. I know this is just another step for them to continue to lag on pay me back my money. Ive spoken to higher-ups the middle people and the regular agents and all of them have lied give me incorrect information and giving me the runaround. As my balanced stand is XXXX dollars right now they owe me that {$310.00}. This has been going on way too long XXXX also changed their name from citizens one to citizens pay. My last case number was XXXX Ive been giving wrong info by XXXX, XXXX, XXXX. Also a request refund from a XXXX XXXX. Way before I spoke with those other agents.
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| 03/11/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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Summary of issue : A mortgage loan officer from Citizens Bank pulled a copy of my credit report ( hard credit inquiry ) without my authorization.
Details : On Saturday, XX/XX/2020, I went to the Citizens Bank branch at XXXX XXXX XXXX XXXX, MA XXXX to make a deposit into my checking account. After I was done with the transaction, I asked the teller if they could let me know their current 15 year fixed mortgage refinance rate. The teller said he didn't know what the rates were but if I left my phone number he could have a mortgage loan officer call me and let me know the rates. So I provided my phone number to him. That afternoon I received a call from the Citizens Bank mortgage officer who provided me with the current rate. As the rate was too high compared to other mortgage companies that I had already inquired with, I said I was not interested, but she could let me know if the rate falls on Monday. This was a process I had gone through with 3 other lenders and they were keeping me posted on the rates.
Shortly after I hung up, I received an email alert that a lender has requested a copy from my credit report. I was very concerned as I had not given anyone permission to pull my credit report. I contacted the Citizens Bank mortgage officer to find out if that was her. I did not hear back from her until the following day when she said that indeed she had pulled my credit report in order to give me a more accurate rate. ( I attach a copy of her email response ). I followed up over the phone and when I said that I had not authorized this credit inquiry she said she thought that I had given my permission to the bank teller at the branch. I have shopped around for mortgage rates and have refinance twice in the past without any lender ever pulling my credit simply to quote me a rate. I had not given her any indication that I was planning to refinance with her.
I find this extremely unprofessional and feel that my privacy has been violated. Just because the Bank has my personal information ( because I have a checking account there ), this doesn't give these individuals the right to use my personal information without my permission.
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| 04/14/2023 |
Yes |
- Credit card or prepaid card
- Store credit card
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- Getting a credit card
- Application denied
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Web |
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XXXX XXXX Last 4 of XXXX Date of birthXXXX Application Date : XX/XX/XXXX Recently, I, XXXX XXXX, submitted an application for the XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX and subsequently received notice of approval for a credit line in the amount of {$4000.00}. However, following the submission of my application on XX/XX/XXXX, I was notified that additional verification was required. On XX/XX/XXXX, I called in and spoke to a representative with a nasty attitude we verified some info and they informed me that I had been approved for the credit line. After that I get an emailed stating that they could not approve me due to them unable to verify my identity, to which I called back representative, spoke to the same representative. They said that the reason for the denial was because I had made multiple applications for the credit line and they stated that my first original application had been approved but the second had been denied and that was the reason for the denial, I responded by saying that I never made more than one application made only one application, and they must've been a mistake on your end, and they responded back rudely saying that there was nothing that they could do. So I was approved for the credit line, accepted the credit line, and then authorized a hard inquiry on my credit report, and now all of sudden I have been denied for the credit line.
As you may be aware, it is against federal law in accordance with Equal Credit Opportunity Act to proclaim an adverse action against a consumer. Pursuant 15. U.S Code 1691 ( C ) and you assume civil liability pursuant 15 U.S Code 1691 ( K ). I feel as though Citizens Financial Group Inc. has violated my federally protected consumer rights.
1. 15 U.S Code 1642 2. 15 U.S Code 1681M 3. 12 CFR 1002 Since the letter you sent me dated is both proof and evidence that I have been discriminated against, you are also criminally liable. Citizens Financial Group Inc. should resort to reasonable procedures to rectify this affair and compensate me for the use of my social security number. Otherwise, this would be considered an unauthorized use since I have received NO BENEFIT.
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| 12/25/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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On XX/XX/2016, a set of loan payments was coming from XXXX to my bank account ( number XXXX ) at Citizens Bank, RBS. I knew that the loans are scheduled to be presented on the account on this day, for a total of {$1300.00}. On the morning of XXXX, I noticed the total payments from XXXX scheduled were greater than I previously expected. I discussed the matter with XXXX. On the morning of XX/XX/2016, the payments are still pending on my bank account, according to the lowest to highest ordering of payments all coming from XXXX. There was XXXX item for the amount of {$180.00} that would make my account negative for the amount of {$160.00}. I expected that the loan payment of XXXX would either paid or return and I would incur XXXX ( XXXX ) fee.
I discussed the matter with XXXX and made a cash deposit for an amount of {$1300.00}.
On XX/XX/2016, I logged on the account and noticed all loan payments from XXXX were posted on my bank account from an ordering of lowest to highest payment and my account was negative because of the last loan payment of {$180.00}, But Today, XX/XX/2016, I saw a complete reordering the payments, instead of charging one-time fee of {$35.00} for the highest loan payment of XXXX, Citizens Bank reordering the payment of XX/XX/2016, from highest to lowest and charged me seven ( 7 ) times of a fee XXXX for a total of {$240.00}. I called the Call Center ( XXXX ) to discuss the matter with a supervisor , named XXXX. I pointed that Overdraft Settlement Agreement in which Citizens Bank agreed to post transactions from lowest to highest. I also indicated that the disproportionality of charges of {$240.00} for an insufficient fund for the amount of XXXX. Citizens Bank could have returned the payment of XXXX and charged me a fee of {$35.00} and I would have to present the payment again. Instead, Citizens Bank looked at its best interests, not mine as a customer and charge a total fee of {$240.00}. This situation makes more difficulty my ability to bring my account positive and use my incoming direct deposit to pay other bills.
I would greatly appreciate your assistance to this matter. Thank you, once again. XXXX
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| 09/16/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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On XXXX/XXXX/16 my account with Citizens bank was overdrawn. I made XXXX deposits {$400.00} cash and a check deposit of {$340.00}. The {$400.00} cash was made at the bank 's ATM and was lost and then applied on XX/XX/XXXX with the original deposit date of XX/XX/XXXX. When I called the bank I was told that I had to go back to the bank for them to apply the credit. I then went back to the bank to address this issue. At that point, I requested that once my funds are applied to my account and my balance was XXXX, for them to close my account. To my dismay, this was not done. Today, Friday, XX/XX/XXXX, I reviewed my account and I noticed that I was assessed XXXX fees. XXXX for an overdraft and another XXXX for a sustained fee which I was told today was assessed since my account was overdrawn for more than 7 days. I never received any type of communication from the bank telling me that a fee was assessed. I think it is unfair to be assessed a fee when my account was 1 ) brought current, and 2 ) charged a fee for my account being overdrawn due to a fee that they assessed. Citizens bank is charging me a fee on a fee. This is ridiculous. I feel as though is deceptive to charge me an additional {$30.00} for my account being in the negative and their fee was what put my fee in the negative. I called in to resolve and the customer rep told me that she could only reverse XXXX fee in a 12 month period. This is totally unfair. My customer case number is XXXX. Again, no notification of the fee was received which put me at a disadvantage to address the issue. How can I close my account if they keep charging me fees that I know nothing about. Attached is a screenshot of my account. One last note, when I checked my account on the morning of XX/XX/XXXX was balance was {$0.00}. From the screenshot you can see how my account was at a {$0.00} balance until the fee was assessed. This fee did not show up on my account the morning of XX/XX/XXXX and no one can tell me the time when the fee was assessed. All that I know is that it was not there when I logged on to my account Monday morning ( XX/XX/XXXX ). Please look into this deceptive practice.
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| 03/27/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
Older American, Servicemember |
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I have a checking account through Citizens Bank and pay my debts through online bill pay. On the XXXX of XXXX I submitted payment amounts to four institutions : XXXX credit card, my water department, an XXXX XXXX bill and my car loan payment to XXXX XXXX. The first three creditors were sent out ( as usual ) on the following day. My XXXX payment is a minimum of {$270.00}. I always send {$100.00} to {$200.00} more so that I can reduce the interest accruing on the account. After I received my federal tax return, I chose to send an additional {$5000.00} ( the total amount I submitted was {$5400.00} ). I did so with the intent of lowering my principle and therefore the interest I would owe on the account. The amount of the payment was in my checking account. But Citizens would not send the payment until the XXXX. On top of this, they sent the payment by a check. To date, XXXX has still not received the check and it is now 5 days since the check was sent. My payment was due on the XXXX, and although XXXX has assured me I have a 10 day grace period, I am angry because I have never been late on any payments to anyone! My credit score has always been in the 800s and that is now at risk. I have lost, and continue to lose money that should have come off of my car loan principle. And I am now at risk of incurring a late fee if payment does not soon reach XXXX. When I called the online payment center of Citizens, they said they have a third party that makes the payments and that they are not responsible. They said this third party was an institution called XXXX. I called this morning and spoke to an operator who said her name was XXXX and when I asked her to spell XXXX ( to make sure I had the spelling correct for this complaint, she said it was spelled XXXX. I asked her to confirm the spelling. I think that Citizens or XXXX held onto my money without my authorization and cost me financially. Is this an unlawful practice and can I recoup the money that should have already been taken off of my principle? As well as any late charges that may yet be incurred? Is this a legal practice and do I have any recourse to settle this matter?
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| 11/03/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
Older American, Servicemember |
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We make many online payments through XXXX XXXX, XXXX online bill pay web site.
XX/XX/2021 : Made online pay bill of {$15000.00}, to be delivered by XX/XX/2021, XXXX # XXXX ( bill was high due to medical/dental fees ( {$10000.00} ) and propane gas for the winter, {$3300.00} ) XX/XX/2021 : Received an email XX/XX/XXXX notifying us a check was mailed on XX/XX/2021, did not think it would get there in time to avoid a late payment charge. Quickly checked to see if an XXXX pay bill would be delivered by next day. Paid {$500.00} more XX/XX/2021, XXXX # XXXX XX/XX/2021, Checked XXXX web site, {$500.00} received. Phew no late charge.
XXXX : Spoke to the following at XXXX Bank XXXX XXXX ). Had not received the check as of XX/XX/XXXX.
XXXX # XXXX, XXXX ( supervisor ), XXXX XXXX ( Department Manager ), XXXX ( Operations Manager ), XXXX not get her position, nor get last names for most of the conversations. Asked if there is consideration for a customer who has always paid on time and in full. ( Always! ) No consideration. Result : they would not back date the check which came in late XX/XX/XXXX, payment was due XX/XX/XXXX. They said that it is XXXX Banks fault. Therefore, the finance/interest charge was {$200.00}.
XXXX XXXX Called XXXX Bank XXXX XXXX with XXXX, who said she was the XXXX, said XXXX XXXX Bank XXXX XXXX the check which was dated XX/XX/2021. See above with the results of those calls.
XXXX XXXX called and visited XX/XX/XXXX Bank XXXX XXXX ), XXXX XXXX XXXX XXXX XXXX XXXX, MA.
Left messages and was told there is a new manager.
XX/XX/2021 : Met with XXXX XXXX. He would call XXXX and other XX/XX/XXXX Managers? Will let us know. Never called back.
XX/XX/2021 : Called bank, XXXX was with a customer, will get backnever did.
XX/XX/2021 : Visited branch, met with XXXX XXXX, he had no help for us. Informed him that we will be contacting the XXXX of Massachusetts XXXX of Banks.
Received A letter from XXXX Bank XXXX XXXX that they sent a " good faith letter '' to XXXX XXXX Bank.
No results as of XX/XX/2021 Since XXXX Bank, NA is not located in Massachusetts, XXXX XXXX XXXX XXXX said to submit complaint through CFPB
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| 09/25/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have a 15 year term 4 % simple interest mortgage loan with Citizens Bank that initiated XX/XX/XXXX. I always paid the monthly loan payments early, frequently by more than a week or so. Until XX/XX/XXXX, the bank provided payment coupons that did not itemize how the payment was applied- interest vs principal. This year, Citizens Bank began providing monthly statements providing a breakdown of interest vs principal. Recently, I happened to review and calculate the bank 's breakdown of interest vs principal on a current monthly statement. I found that the bank had erroneously calculated the breakdown, applying more of the payment to interest ( about {$40.00} or so if my recollection is accurate ) and a correspondingly lesser amount to principal, thus erroneouly overstating the principal balance due after payment was applied. I then went back and reviewed the other statements for this year and found that they all contained erroneous calculations of interest. I contacted the bank, and was told by a representative to " put a sticky note '' on the statement when paying, disputing their calculation. Finding this resolution unacceptable, I asked to speak with a supervisor. A supervisor reviewed the statement and had no explanation for the improper calculations of interest vs principal. I asked for a review of my account and that the bank send me a print out of my payments and their calculations. Because this is a " simple interest '' mortgage product, the fact that I would always pay the mortgage payment early, usually substantially so, would result in a payoff sooner than 180 months. It appears that Citizens Bank has been recalculating the interest/principal apportionment to insure that the final payment is not reached until the full 180 month term. I have not received the promised follow up by the bank. I would very much appreciate your investigatingthe bank 's activity re account. In a follow up communication, I can scan in and provide you with copies of the erroneous statements. Citizens Bank 's conduct appears unfair, deceptive and abusive and a violation of the Act. Thank you for whatever assistance you can provide.
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| 02/12/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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As a federally protected consumer, I am hereby expressing my right to privacy and this an OPT OUT NOTICE per 12 CFR 1016.7. I am now opting out and rescinding any and ALL authorization, I the consumer may have given you. I mean ANY and all consent whether it be written, unwritten, verbal, implied, and non verbal is revoked per 15 USC 6802.
Per the FCRA 1681b ( a ) states that " In general Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other ; in accordance with the written instructions of the consumer to whom it relates '' Therefor any furnisher of information to credit agencies and the consumer reporting agencies do not have my consent to furnish this information, and they surely do not have my written consent.
According to the Privacy Act of 1974, the term record means any item, collection, or grouping of information about an individual that is maintained by an agency, including, but not limited to, his education, financial transactions, medical history, and criminal or employment history and that contains his name, or the identifying number, " NO AGENCY shall DISCLOSE any record which is contained in a system of records by any means of communication to any person or to any agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains. You have violated both the FCRA and also the Privacy Act of 1974 Per the FCRA 15 USC 1681a ( 2 ) Exclusions, a report containing information solely as to transactions or experiences between the consumer and the person making the report ; Therefore REPORTING transaction history is illegal.
Please comply with my DEMAND regarding the removal of the account immediately, being that you have continued to violate my rights as Consumer. I have suffered mentally and emotionally. This is not my first complaint. You have a full understanding of the violations. You are aware you are breaking the law. Immediate action will take place Per the FCRA 15 U.S. Code 1681n for willful noncompliance.
By : XXXX XXXX XXXX by Agent All Rights Reserved
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| 09/18/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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On XX/XX/XXXX I accidentally incurred an overdraft on my checking account due to an error with a XXXX transaction. I was under the assumption that not being enrolled in overdraft protection would cause the payment to fail as it would with a debit card transaction.
on XX/XX/XXXX the transaction completed and my account was left with a balance of XXXX.
on XX/XX/XXXX a {$35.00} overdraft fee was applied to bring the balance to XXXX.
On XX/XX/XXXX I became aware that my account had been overdrafted. I went to the local branch and stated that i would like to cover the overdraft amount and asked if there was anyway the overdraft fee could be waived.
I was provided a customer service number ( XXXX ). I was told to call the number and they would waive the overdraft fee.
When you call the customer service number there is an automated menu. At no time does this menu give you an option to speak to a live person. After a week of calling this number and trying EVERY menu option I found that pressing '0 ' TWICE would transfer you to a live person. If you press '0 ' once it reverts to the main menu, if you press '0 ' twice it connects to a representative. There is NO mention of '0 ' being a menu option at all.
on XX/XX/XXXX I was finally able to talk to a representative. He said he could waive the original overdraft fee, but i would still be responsible for the two {$30.00} fees that occured in the time period that I was trying diligently to rectify the first fee. I told him this was not acceptable and I would like to close my account. In order to close the account I would have to bring the balance to zero.
My balance is currently XXXX due to {$60.00} in fees incurred by the original overdraft fee which was waived.
I then went back the the local branch and was told that I would be stuck with those fees.
I think that it is ridiculous that the customer service number 's automated menu is intentionally obfuscated to the point that it does not have a straight forward way to talk to an actual person. It took me a week to figure out to press '0 ' twice, and in that week they want to charge me an additional {$60.00}.
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| 04/27/2017 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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- Other transaction problem
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Web |
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On XXXX XXXX , 2016, I aut horized a wire transfer in the amount of {$9000.00} plus a {$35.00} wire transfer fee, to an overseas account. Upon second thought, I called the local Citizens branch where I authorized the wire transfer, withi n thirty min utes of the transfer request, requesting to speak with XXXX XXXX XXXX to request him " to send a fraud claim to stop the wire ''. XXXX XXXX asked me " do you want to stop the wire? ", I responded " yes I want you to stop the wire with a fraud claim. He asked me " Do you want it to go through '', I responded " Yes, the fraud claim, thank you. " While the Wire Transfer Requests states that I must call XXXX to cancel the wire within 30 minutes, there is also Clause No. XXXX stating " In addition to the right of Customer to cancel the transfer within 30 minutes of authorizing the transfer, you may also instruct the bank to cancel the transfer after the 30 minutes period has lapsed, provided the cancellation instruction is received by the Bank at a time and in a manner affording the Bank a reasonable opportunity to act prior to the bank 's acceptance of transfer. '' I also emailed the branch on XXXX XXXX , 2016 wit h a repeat request to transfer the wire. The overseas account was discovered to be a scam, but my money was transferred to this account despite my numerous attempts to request a cancellation of the wire. I have contacted several individuals through the local branch where the wire occurred, and my Attorney is now in contact with the Office of the Chairman. D espite evidence and records supporting my claim, Citizens is still refusing to refund my wire transfer because I can not " prove '' that I requested the wire be stopped during my call on XXXX XXXX with the local branch office. Additionally, I did not receive any confirmation or follow up relating to whether the wire was even sent to the overseas account ( as I have received in the past with other wires I have conducted ). It was only after several inquiries with the branch that I was told the wire did occur and the money had already been removed from the overseas account.
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| 08/03/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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On XX/XX/XXXX, during the hours of XXXX and XXXX I went to the XXXX XXXX XXXX to utilized the ATM which is owned by the Citizens Bank XXXX I am also a member of the Citizen 's Bank for over 19 years. I attempted to retrieved {$600.00} from the ATM. During my transaction, the ATM machine screen went black and shut down and attempted to restart itself, however the screen remain black/blank. I did not get any money or a receipt.
I attempted to call the customer service and the automation phone service stated it would be a 20 minutes wait before someone could help me. I was on my lunch hour so I ran to the nearest Citizens Bank which is in the XXXX XXXX XXXX XXXX. I explained to the Teller what had happened, the Teller informed me that it showed that the money was withdrawn, however, the machine is attached to their branch/bank so they can not help me.
I was still on hold while seeking in person assistance with the XXXX XXXX XXXX. The customer service representative on the phone stated I should file a claim which I did over the phone. On XX/XX/XXXX, there was a deposit of {$600.00} into my account and was immediately withdrawn by Citizens. I went on vacation on XX/XX/XXXX. I came back a week later and there was no deposit of my money in the account. I went to the XXXX XXXX branch to seek assistance and I was told there was no error with the ATM and that is why the money was withdrawn immediately after they ( Citizens ) deposited it on XX/XX/XXXX. I have been calling Citizens bank since XX/XX/XXXX trying to resolve this matter, I have been treated unfairly, again I have had this account for over 19 years. I am now seeking your assistance in getting my money back. I have tried asking the bank for the ATM video and computerized transaction for the week. I was told, I needed a subpoena. Attached, please find a photo of the ATM machine and my police report. Please help me get my money back. I am a homeowner, a husband of XXXX XXXX XXXX I can not afford to lose this amount of any amount of money. I need this matter resolve and I feel your office is the only one who can assist me in resolving this matter. Thank you.
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| 08/20/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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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!
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| 09/29/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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The weekend of XX/XX/XXXX, I opened up a fraud claim on unauthorized charges to my account from XXXX. XXXX refunded me 3 of the 10 charges, leaving me to start a claim with Citizens for remainder 7 charges, totalling {$750.00}.
AFTER the initial claim, XXXX refunded {$320.00} ( XXXX, XXXX, XXXX ). Please make note {$310.00} was refunded to my account from XXXX BEFORE I made a claim- this was not part of my claim created with Citizen.
After the investigation, Citizens concluded that I received my refund from XXXX and Citizens withdrew the claim amount back out of my account. A claim rep and I figured there must have been confusion with the first refunds XXXX made that were not part of the claim.
Once again, a claim rep and I opened the claim once more but adjusting the amount based on the {$320.00} that was credited by XXXX after the claim was created. The amount was now {$420.00} ( {$100.00} x XXXX ).
I received the money from Citizens to yet again have it withdrawn again later.
I called Citizens and they said I just have to reopen the claim. I told them I need to actually speak to someone because this claim is not being processed or investigated properly. Its been months and no resolution The reps on the phone said they are unable to do anything other than open a claim. So I went into my local branch, went line by line to check the amount and have it verified that the claim amount is correct. And opened a claim for the THIRD time.
I have requested for a call back twice from claims department, and I have never received one call.
I am now overdrawn in my account and being assessed more fees because of the money pulled back out of my account on 9/22. I had pending payments and automatic all coming through this past week.
I called citizens to see if I can have those fees removed and I was told they were unable to help me and I have to wait for claims, which can take up to 10-15 days.
I have lost money to fees for this money not appropriately being credited and debited from my account multiple times.
. I need my money back and my fees reversed. This is not right under the Truth and Lending Act.
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| 10/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
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|
Web |
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Complaint by : XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, MA XXXX Cell : XXXX XXXX XXXX ============== Complaint XXXX XXXX Citizens Bank XXXX XXXX XXXX XXXX, RI XXXX ( XXXX ) XXXX XXXX ============== Dear sir/madam, Hope you are well, I would like to file a complaint against XXXX Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor.
Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant.
The merchant continued to charge my card, however, even after I had canceled the transaction with them.
I disputed XXXX transactions from the same merchant XXXX XXXX XXXX XXXX ) located in XXXX, XXXX ( totaling {$4500.00} ) ================== [ $ XXXX $ XXXX {$1000.00} ] + [ $ XXXX $ XXXX $ XXXX {$250.00} ] ================== The merchant is getting away with the money and the goods. The merchant is located in XXXX, XXXX.
The bank issued the provisional credit. Few weeks later, the bank reversed the provisional credit, and decided the dispute in the merchant favor, and ( unfairly ) let the merchant to keep the money and the goods.
The bank was biased against me and discriminated me on the basis of National Origin, Gender, age, and Ethnicity.
I have never received any goods from this merchant. The bank, however, decided to let the merchant keep the money and the goods, as well.
I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims. And falsly claim that I have not filed my dispute timely.
I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal. Falsly claiming that the dispute was not filed timely, which is totally false.I filed the dispute timely.
The bank seems to be biased against me and discriminated me on the basis of Ethnicity, National Origin, Gender, and age.
I have never received the goods and need a full refund.
Thank you for your kind assistance and look forward to hearing from you, Respectfully, XXXX XXXX : XXXX XXXX XXXX
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| 02/13/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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XX/XX/XXXX I was XXXX payments behind on my mortgage and contacted the mortgage company for assistance. I initially fell behind on my mortgage because I was laid off due to Covid, I have since begun working again and I am now making more then I was when I bought the home. I was placed on a special forbearance and told it would be good through the end of XXXX During the special forbearance I was told to apply for a payment deferral which I did. I was initially told in XXXX I would have an answer regarding the deferral within 45-60 days. As of XX/XX/XXXX I still did not have an answer and was told to please allow more time for a decision to be made. While on the forbearance I was told that no payment was due and my credit was protected. I was also told I would be approved for the payment deferral as long as I didnt have a lien on my property ( which I dont ). I was told this by multiple loss mitigation agents.
I spoke to : XXXX ( Agent ID XXXX ) Rajwinder ( Agent ID XXXX ) XXXXi ( Agent ID XXXX ) Each agent told me the same thing regarding the payment deferral. I asked to speak to a supervisor at least 5 separate times and was told a supervisor would call me within 24 -- 48 hours and no one ever called me back.
Today XX/XX/XXXX I was told I was denied for the payment deferral because my investor did not allow for this type of assistance. This is not true, I have a VA loan and spoke to the VA and they in fact DO allow for payment deferrals and advised me to file a compliant with the CFPB once they heard my story.
I do not understand why I was told to apply for a payment deferral if a payment deferral is not allowed on VA loans ( according to citizens bank ) I do not understand why it took 4 months for someone to tell me a payment deferral would not work due to my type of loan.
I do not understand why I have not been contacted by a supervisor when I have asked to speak to one on at least 5 separate occasions.
I do not understand why I was initially told I could make partial payments to get caught up and now I am being told Citizens will only accept a full payment and partial payments are not allowed.
|
| 09/19/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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|
Web |
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Hello, I used my debit card for a transaction XX/XX/ as you can see below the transaction in question through my bank.
XX/XX/18 XXXX XXXX XXXX XXXX PURCHASE XXXX /XX/XX/XXXX XXXX CA As you can also see that this was a debit card transaction and the transaction was done through my bank which is why the transaction is showing on my bank statement. Unfortunately the seller completely ghosted me and did not give me what I was paid for and actually blocked me. I reached out to him and the authorities as well as all proper channels and I was told to go to my bank since the transaction was made through my bank. I signed up with citizens bank because their debit cards come with zero liability coverage. Below is a statement provided directly from their website.
At Citizens, we understand that you want peace of mind when you bank and shop online. Our Debit Card comes with Zero Liability coverage - this means if your debit card number is fraudulently used to make a purchase, you won't be responsible for that transaction. With our 24/7 fraud monitoring and alerts at Citizens, we make every attempt to prevent that from ever happening. Citizens ' debit cards are the simple and secure way to pay for any of your purchases.
Now fraud would be defined as wrongful or criminal deception intended to result in financial or personal gain.
So clearly my bank account being charged for {$1500.00} for something I did not receive would be criminal deception intended to result in financial gain. Citizens bank refuses to honor their word or view my claim. Whenever I would offer to send them proof or the messages with me and the seller they would decline my help and just chose to decline my claim. Their only response is to put the blame on XX/XX/XXXX but my transaction was not done throughXX/XX/XXXXit was done through my bank which is why the transaction shows on my citizens bank statement. They refuse to help me and I am met with consistent lies and denies. They refuse to honor their word of the debit card zero liability coverage and I feel as if I am the victim of fraud with citizens bank because of their false advertisement.
|
| 03/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
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.
|
| 12/13/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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I was told about a promotion Citizen 's Bank was offering that you would receive {$200.00} if you opened a checking account with them and used their bill paying feature online to pay XXXX bills which had to clear by a certain date. I opened my account in XXXX. In late XXXX I called the customer service line to clarify when the XXXX bill payments had to be made by, the representative was n't sure of the promotion so she instructed me to contact the branch in which I did and was told that the bills had to be paid by XXXX XXXX, 2015. All XXXX of my bill payments were made before that date. I was also told that I would have my bonus by XXXX XXXX. On that date, I did not see my bonus credited to my account, I called customer service again in which they told me that the date for the XXXX bill payments was now XXXX XXXX, and that it was posted on a flyer, which I never received because I heard about the promotion from word of mouth and there was also nothing on my paperwork stating that was the date. If they did not put that information in writing how was I to know when the date was besides what the person told me over the phone. Since I called them on XXXX XXXX I have gotten nothing but excuses about why I did not qualify instead of the staff making an effort to understand my situation and see that I should qualify for the bonus based off the information that THEIR employee gave me. I feel like the bank is using this promotion to lure customers in and intentionally finding ways to avoid having to pay out the bonus. It has been a very unpleasant experience and I feel like I was treated as just a number instead of a human. In a time where the economy is struggling it is very disheartening to be told that you will receive something and then not get it after waiting. I still feel that I am owed this bonus but due to the terrible customer service at this institution and dishonest communication on their part I am sure they will continue to find ways to tell me that I did something wrong. I encourage people to not waste their time opening up an account with this institution just to be lied to and given the run around.
|
| 01/24/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Cashing a check
|
|
Web |
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|
The Letter below was sent to both XXXX XXXX XXXX and Citizens Bank in an attempt to secure funds in the amount of {$5000.00} back, which was provided to the city of XXXX as part of a bidding process for a city contract. A fellow towing company has already received their funds back even though we had the same situation. We can't understand why these institutions can't get us the same reconciliation.
XX/XX/XXXX XXXX XXXX, Chairman of the Board Chief Executive Officer XXXX XXXX, President, Preferred and Small Business Banking XXXX XXXX XXXX XXXX, XXXX XXXX, New York XXXX XXXX XXXX and XXXX XXXX : I write to resolve a financial matter, which may be small to you all in the value of the problem but, as a small business a very big one for us.
On XX/XX/XXXX the owner and operator of XXXX XXXX XXXX XXXX , XXXX withdrew {$5000.00} from his XXXX XXXX XXXX XXXX , XXXX, XXXX XXXX account and had it issued as a XXXX XXXX Treasurers Check # XXXX for Tax ID # XXXX. This Treasurers Check was then turned over to the City of XXXX as part of the bidding process for a city towing contract.
For some unknown reason the city of XXXX held this check in their safe for the period of XX/XX/XXXX until XX/XX/XXXX when they returned it to XXXX XXXX XXXX XXXX , XXXX We have checked with the states of New York and Massachusetts and to no avail both states have informed us that there are no funds being held as Found Property. Therefore, this leaves us to believe that these fund that were drawn on our account are still with XXXX XXXX XXXX XXXX.
We are hoping that we will not need to take any other actions other than asking you to address this matter as we have received no support at the level of those banking employees who are at the first level of your organization.
Please find enclosed a copy of the Treasurers Check for your review and consideration. We would like our {$5000.00} back.
Please feel free to contact me at XXXX or by call me direct at XXXX.
Thank you for your assistance with this matter and I look forward to hearing from you.
Respectfully, XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX.
|
| 03/24/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
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CITIZENS BANK Re : Acct # XXXX To Whom It May Concern : I am continually being called on the telephone by your firm over an alleged {$10000.00} debt. According to the information given to us by your firm, the date of last activity by the original creditor was XXXX XX/XX/2008. The State of Limitations on this alleged debt, even should it be ours, is 5 years in the state of Florida. Since the debt is out of the statute of limitations, and you are reporting this on my credit report, you are conducting collection activities on zombie debt.
I'm sure you are aware of the provisions in the Fair Debt Collection Practices Act XXXX FDCPA XXXX. However, I would like to point out that your firm has violated provisions of the FDCPA by implying that the legal status of the debt is collectible by reporting the alleged debt to the credit bureaus. The exact statute : [ 15 USC 1692e ] ( 2 ) The false representation of -- ( A ) the legal status of the alleged debt and ( B ) any services rendered or compensation which may be lawfully received by any debt collector for the collection of a debt.
I am also doubtful that you would have adequate documentation to prove in court that you have the right to report this negative information on my credit report, and therefore you are in violation of the Fair Credit Reporting Act as well as the FDCPA. However, I will give you the chance to prove that you are lawfully entitled to report this information by requesting an investigation.
Under the FDCPA I am also invoking my right to ask you to stop contacting me unless you can provide adequate validation of this alleged debt or notification that you are ceasing collections activities.
Please remove this account immediately from my credit report or I will have to take legal remedies which may include lawsuits and notifying our state attorney general 's office. In addition, I'm sure your legal staff will agree that non-compliance with this request could put your company in serious legal trouble with the FTC and other state or federal agencies. Under the FCRA and the FDCPA, each violation is subject to a {$1000.00} fine, payable to me.
|
| 07/31/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I received an alert from XXXX XXXX that my XXXX XXXX dropped significantly last fall. I pulled my free credit report and saw a charge from Citizens Bank. I called them and found out that there was a XXXX XXXX credit card with my name on it. I told the representative that I did not open the account.
She then asked me to verify my information. I checked and everything was the same other than my email address and they did not have my work number. I stated again that this was not my account. The woman asked me if I knew who opened it. I said no. She said she would initiate a dispute on their end.
I then disputed the account with XXXX and moved on.
I received a collections call from Citizens Bank in the spring for this account. I told the person I spoke with that this was not my account and that they should not call me again. I alerted them that I had already filed a dispute with the credit bureaus and Citizens Bank and asked if there was a record of this. He said there was not.
I then called the number for Citizens Bank on my credit report. The woman I spoke to said they wanted me to send : A copy of my social security card and proof of my birth date A writing sample My signature written several time A copy of an FTC report I told her that seemed to invite additional fraud and I would not.
I disrupted the charges again online with all three credit reports and am filing this dispute for fraudulent activity.
I did not open this account, authorize this account or in any way use it. I dont know who opened it, how they opened it or why. I am asking for any assistance with removing this fraudulent activity from my account.
I have been the victim of identity theft before and have XXXX and monthly credit monitoring. Most recently, I was a part of the XXXX data breach and the XXXX XXXX data breach. I do have monthly credit monitoring and I do have fraud alerts on all three credit bureaus.
Any and all help in getting this matter resolved and removing this Citizens Bank card from my report would be greatly appreciated. I have one credit card and it is in good standing and I would like to keep it that way.
|
| 07/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
On XX/XX/2023 between XXXX and XXXX, I had a group call with my two aunts and myself to Citizens Bank regarding obtaining the payoff balance on my credit card. The Citizens Bank agent quoted us a payoff balance of {$2900.00} since we told her that we would be stopping into our local Citizens Bank office the next day to payoff the balance on the account. We went into the Citizens Bank office on XX/XX/2023 and gave the clerk Check # XXXX in the amount of {$2900.00} paid from my aunt 's bank account ( I reimbursed her in cash later ). The Check for {$2900.00} posted to the credit card on XX/XX/2023 and then on XX/XX/2023 I received a credit balance refund from Citizens Bank to my credit card account since we actually had overpaid the balance on the account. I did not use this account at all since the date we paid it off since we were paying it off so that I would not use it again until I really needed to use it. Then on XX/XX/2023 Citizen Bank added interest charge-purchases fees of {$9.00} to my account and also closed out my account so that I could not even use it if I wanted to. I have no idea what the {$9.00} in interest charge-purchases are for since I did not make any purchases nor did I have any balance on the account after receiving the credit balance refund from the bank on XX/XX/2023. This error is affecting my credit rating and according to the FCRA requirements, Citizens Bank needs to accurately correct the credit reporting of my payment history on this account and not show it as a charged-off account since I paid the balance off in full and was intending to use this card in the future before they abruptly closed out the account. Please have the bank correctly show my balance as paid in full {$0.00} as of the date we paid off the account ( XX/XX/2023 ) and have the bank update the credit furnishing data for me to the three major credit reporting agencies so that it does not show me as being delinquent or having a charged-off account since that is not accurate. I should not be owing a balance of {$9.00} for any reason and that must be removed from my account since it is also not accurate.
|
| 08/08/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
Payment due date of XX/XX/2023 In the amount of {$310.00}. Due to financial issues and it being the holiday time, I was unable to make my payment on the exact date of XX/XX/2023, I made the payment on XX/XX/2023 - EXACTLY 28 DAYS LATER. Citizens Pay is reporting me 30 DAYS late with XXXX XXXX XXXX AND 60 DAYS LATE WITH XXXX. I have disputed this XXXX 2023 30 day late payment a total of EIGHT TIMES. Each time, Citizens Pay verified all information as correct and the account was unchanged. Per the FCRA, an account can not be reported 30 days late if it is in fact not paid after 30 days! I have written in to Citizens Pay, to no avail, I have sent an email to the Vice President of the company, to no avail. No one is doing anything.
The erroneous reporting of this 30 DAY LATE FOR XX/XX/2023 caused me to be turned down for a newly built home with XXXX XXXX XXXX!!!! As a single mother of XXXX children, renting a home in this terrible financial climate, missed my chance for a new home due to the reporting of this 30 day late for XX/XX/2023.
Attached, you will find the XXXX statement from Citizens Pay- with proof that the due date was XX/XX/2023 ; I am also attaching a payment history statement from Citizens Pay showing my XX/XX/2023 payment being made on XX/XX/2023. I have also attached the letter from XXXX XXXX XXXX declining my opportunity for a new home based on the ONLY NEGATIVE ITEM ON MY CREDIT REPORT WHICH IS A 30 DAY LATE PAYMENT BEING REPORTED BY CITIZENS PAY FOR XXXX OF 2023 ; Lastly, I attached a current printout of the payment history for this Citizens Pay account from each credit bureau - XXXX showing 30 days late for XX/XX/2023 ; XXXX showing 60 days late for XX/XX/2023 and XXXX showing 30 days late for XX/XX/2023.
Just because a payment is not made on the exact due date, that does not give you the right to report the payment as 30 days past due! The Late Payment calculator begins one day after the due date... For example : Due Date XX/XX/2023 : XX/XX/XXXX - ONE DAY LATE XX/XX/XXXX - TWO DAYS LATE AND SO ON AND SO FORTH ... ... .....
Again my payment was made on XX/XX/XXXXXXXX XXXX
|
| 08/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Sometime around XXXX I filled out an application for forbearance with my lender, Citizens One for one of my rental properties. The bank states Your credit will not be affected and late fees will not apply when you enroll in forbearance.
About a week later I received a letter that said I did not qualify for forbearance, so I moved on. About a month and a half went by and I was reviewing my auto pay for my loans and I noticed XXXX was pass due. I called Citizens one to inquire. They stated you signed up for forbearance so we took you off auto pay. I told them I received a letter that said I didnt qualify for forbearance, they didnt seem to care.
I inquired with XXXX credit bureau and noticed a late payment was reported by citizens. I called Citizens One back to notify them of this mistake, and ended up filing a complaint with customer service. They stated that the dispute would go to a different department and they would review my complaint.
After about a month, I called today for an update, they stated that they will not update the credit bureaus of their mistake and have them take the missed payment off of my credit report.
My complaint is this : I want The late payments to the credit bureaus taking off. I want to be able to talk to the department at Citizens One who was responsible with coming to the conclusion not to remove the late payment that was their fault, I want to know why I was taken off auto pay.
Their conclusion does not take into account their responsibility for lying about the terms of the forbearance plan. They actually did the exact opposite of what the forbearance plan terms says, they reported me to the bureaus and added a late fee to my missed payment. I literally received a letter that said I didnt qualify for forbearance. and their terms say there is no penalty for missing a payment while on forbearance.
They took me off auto pay without my knowledge. They applied late fees to me and reported me to the credit bureaus. Customer service has refused to let me speak with anyone in charge of the investing my missed payment. I am at a loss for what to do. I need help!
|
| 05/07/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
Hi - In XXXX 2016 I o pened a credit card with Citizens Bank and I was under the impression that I had enrolled in auto pay. From XXXX 2016 thr ough XXXX 2016 I ma de additional payments which I thought cancelled out the auto payment - so I did not verify that Citizens Bank had successfully enrolled my account in auto payment. To my surprise I started receiving collection calls in XX/XX/XXXX from Citizens bank asking for a payment to bring my account current. I made a payment on XX/XX/2016 so it surprised me that Citizens had sent me to collections to obtain a {$41.00} dollar payment for the XX/XX/XXXX / XX/XX/XXXX statement cycle even though I made a {$1200.00} payment. On XX/XX/2016 I noticed that I had received late fees o n XX/XX/XXXX & XX/XX/XXXX so I called the XXXX number on the back of the credit card. They admitted responsibility for the error and waived XXXX fees. I inquired about the impact to my credit and after being transferred about three times I was connected to a representative in the credit reporting department and he assured me that there would not be a negative impact to my credit. In XX/XX/XXXX I checked my XX/XX/XXXX score and to my surprise my credit score had dropped from a XXXX to a XXXX fro m XX/XX/XXXX to XX/XX/XXXX du e to Citizens Bank claiming my account was past due. Over my whole credit history this has been the only late payment reported to the XXXX bureaus. This missed payment was not as a result of any financial hardships as I was making payments at the same time to other credit cards and loans - This clearly was an error on Citizens Bank and I am paying the price. This has resulted in my credit limits being effected on all my credit cards along with having the potential to hurt my future prospects of obtaining credit. Over the last month I have carried on a extended conversation with the " office of the chairman department '' at Citizens bank. Unfortunately I received a letter that left me very dissatisfied - They pushed the blame on me and refused to reverse the adverse credit impact.
|
| 12/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
A transaction occurred in XXXX that was not performed by me. That transaction occurred in the local supermarket I always go to. I only made {$6.00} shopping that day. However, when I checked my bank account, a {$130.00} purchase was made on the same day, from the same market, at the same time. Of course, I went to the supermarket instead of calling the bank to talk first. Because my debit card was still with me, there was no theft, just extra money was taken without my authorization. When I spoke to the XXXX of the market, he looked at all the transactions about that day and the previous day and even gave me a document. There is no such amount in their system. Only the {$6.00} amount I actually shopped for was visible. As a matter of fact, I found the care by calling my bank. A few days after making the announcement, they deposited the money back, but after their extra investigation, they took the money back from me. When I asked why they took it back, they explained that they did not see it as a fraud in their system. Yes, my card was not stolen, but I did not make this transaction, when I asked if it would not be considered fraud, it was rejected again. I went to talk to the market again and they checked the transactions on my behalf for me again for that month, but only the purchases I made in previous transactions which are correct. Citizens Bank did not help me at all, I had XXXX accounts, XXXX was the account where I saved my money, and I took all the money from there and transferred it to another bank. At the same time, I kept a police report. Because I am a real victim. If I wasn't a student, I would go to court if I had the opportunity, because I don't want to let go of this, but I can't afford to hire a lawyer or pay the court costs. All I want is for my bank to deposit back the amount of the transaction ( {$130.00} ) made without my consent. Whether the amount of money is small or large, these people 's money is earned by working hard. I do not want to let these efforts disappear so quickly in the system. Please do not ignore this request. This is the only path I can apply for help!
|
| 12/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Hi CFPB, I have my current mortgage of my primary residence with Citizen 's bank. My original loan was with XXXX XXXX Mortgage XXXX and the loan was later bought by Citizen 's Bank. In XX/XX/2021, I got an email from Citizen 's bank saying I am eligible for lower interest rate if I refinance the current loan. As the letter was genuine and from the bank where my current loan is, I contacted a loan XXXX whose contact information was on the letter. She initiated the refinance process by initiating credit check and requested for all my documents ( recent pay checks, immigration documents, my investment property mortgage information, home insurance information, bank statements etc. ). I mentioned to them from the very beginning to let me know if there are any pre-conditions that I need to be aware of for successful execution of this refinance process. Regardless, bank started asking me to do few things for me to be able to get the better interest rate. To emphasize, these conditions are not the letter they sent me and they didn't tell me all conditions at one. Below are the conditions they asked me to fulfil one after one : 1 ) Open a checking account with Citizens and have a monthly deposit- I complied 2 ) Pay my current loan with Citizens Bank with the checking account opened at Citizens- I compiled 3 ) Include home insurance in escrow - I refused as I currently pay by myself and not from escrow. I escalated to this with the bank and agreed they will drop this condition 4 ) Paid for house XXXX and spent lot time sending and resending the requested documents After all this and XXXX months after the process started, I am now being told that I do not have XXXX XXXX and can't move forward my application. I am on legal visa ( XXXX ) and my previous re-finances with other bank didn't deny my loan due to my XXXX status.
I feel that this is marketing strategy where they made me open checking account with them, waited for 6 months and now saying my re-finance application didn't meet their conditions. I request XXXX to look into Citizens ' bank practices.
Thank you for all you do Concerned Individual
|
| 09/27/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I wrote a check to XXXX XXXX XXXX on XXXX XXXX for {$190.00} for bill account XXXX. The check was altered and written to an unknown individual by the name of XXXX XXXX XXXX and deposited into his bank account on XX/XX/18. I filed a claim for this claim on XX/XX/18, in which I was advised the issue would take 8-10 weeks to resolve. Two weeks later I received an affidavit, which I immediately took to my local branch at XXXX XXXX XXXX to have notarized by the branch manager. The affidavit was faxed and mailed to the claims department. I called several times over the course of a month, I left several messages on the answering machine of the check fraud department, only to never have my call returned. Early XXXX, I began calling customer service and asked to be transferred to the claims department, as that became my only means to get a live rep on the phone. On average I call customer service and am on hold for 30 minutes to ask for a transfer, then hold for an additional 40 minutes. I asked for an update on my claim, I was always advised it was still under review. I got onto Citizens Bank 's XXXX and complained about the way my claim was being handled, that no one has corresponded with me or contacted me whatsoever regarding my claim A rep named XXXX responded to me via XXXX XXXX and stated my claim legally does not have to be resolved within 8-10 weeks, that the claim can be under investigation for an indefinite period of time. On the third week of XXXX, a rep from the claims department indicating that the affidavit had still not been received. I spoke with a supervisor named XXXX, who was kind enough to fax the affidavit to me, which again was completed, notarized and faxed to XXXX on XX/XX/2018 at XXXX. Upon contact on XXXX XXXX at XXXX, I was advised the affidavit has still not been received, although the documentation has been faxed twice from my local branch to the confirmed fax number of the claims department. They have now indicated that they can not expedite having my claim resolved, although I have faxed the affidavit twice, mailed it once and have already waited 8 weeks for resolution.
|
| 07/29/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
Older American |
|
I opened a One Deposit Checking account online with Citizen Bank ( XXXX. XXXX XXXX XXXX XXXX, RI XXXX ) in XX/XX/XXXX, been doing all my transactions online or using debit card in XXXX XXXX, NY that I reside, received emails from Citizen Bank and downloaded my paperless statements.
On XXXX/XXXX/XXXX I received a letter dated XXXX/XXXX/XXXX from bank indicating my account is overdrawn {$120.00} urging me to make a deposit. I downloaded my latest XXXX/XXXX/XXXX statement, it show that my account was overdrawn {$2.00} on XXXX/XXXX/XXXX, bank charged {$35.00} overdraft fee on XXXX/XXXX/XXXX, then a {$30.00} sustained overdraft on XXXX/XXXX/XXXX, another {$30.00} sustained overdraft fee on XXXX/XXXX/XXXX and a third {$30.00} overdraft fee as was implied in XXXX/XXXX/XXXX letter or charging me {$120.00} for overdrafts between XXXX/XXXX/XXXX to XXXX/XXXX/XXXX without letting me know by phone or email that my account was overdrawn $ XXXX.I called the number on the letter and was told that bank had sent me another letter on XXXX/XXXX/XXXX, when asked why not a phone or email message, I was told bank sent the letter. All my other banks alert quickly such matters, later on XXXX/XXXX/XXXX I received an automated message from Citizen Bank urging me to call them, this imply that besides my email they did have my phone number.I did and told them that I already talked to their rep.
Citizen Bank had my phone and email on file, made no attempt to inform me of the {$2.00} overdrawn amount and charged me {$120.00} overdraft fees, when I called them on XXXX/XXXX/XXXX I was also told that my account is eligible for one time overdraft so the initial {$35.00} fee no longer apply and I just have to XXXX {$90.00} for three times {$30.00} sustained overdrafts. This also imply that if the bank had informed me of the {$2.00} overdraft right away, I did not have to pay any overdraft fine, but the bank did not call or email and kept charging {$30.00} fine over and over, I only have their word that a letter was issued on XXXX/XXXX/XXXX. The only letter I received is dated XXXX/XXXX/XXXX and arrived on XXXX/XXXX/XXXX.
|
| 10/17/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
Saving Account ending XXXX {$46000.00} and checking account ending in XXXX of {$1900.00} XX/XX/23 Thursday night my husband made a call to CITIZENS BANK and asked why his paycheck was denied entering his account and he was told the account is under bank review and they do not know why or how many days this review will take place. my husband and I spent an hour and a half on the phone with no one being able to tell us why {$48000.00} was being withheld from us. I demanded this be escalated and resolved quickly as my husband and i pay our bills from this account and this is our main operating accounts.
XX/XX/23 I started making phone calls to get an update about the {$48000.00} frozen account as early as XXXX AZ XXXX XXXX XXXX EST time. I was told the account MIGHT be locked due to " lack of activity '' if the bank account went to {$0.00} and i told the banker my account has never gone to {$0.00}. the banker ( XXXX ) informed me he doesnt see anything that says the account is under " investigation and directed me to the fraud department to see if it was an issue with my physical card. The fraud department said it had nothing to do with the card itself but the account instead. Fraud then transfered me to customer service who said they cant give me anymore information other than the account is under bank review. they never told me why it was under review, what triggered it and they also told me they can not tell me how long the review will last. they suggested it would go on for weeks of even 6 months. I asked to speak to a supervisor and he did not provide anything new other than what i had been told. The bank is under review and they dont know why or for how long. i was on the phone with CITIZENS BANK for 2 hours XX/XX/23 No update on the freeze of our account and told the same thing as thrusday and friday. My husband and I never got a letter in the mail or a notice about a bank review. we were blind sided. we have credit card payments to make and rent is coming up in a couple weeks. It seems unethical for a bank to freeze your money and not tell you why they are withholding your money.
|
| 11/24/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
I applied for Citizen checking account on XX/XX/2021 and got approved on XX/XX/2021. I used the link in the approval email to open an online banking account, but no information match in their database, and I called customer service on XX/XX/2021 for help to open an online banking account, I was told my application is under review. I received my physical debit card on XX/XX/2021 and I tried to open an online banking account again, still, no match and I can not open the account. I received another letter that was sent out on XXXX ( the day I called customer service for the first time ) from Citizens Financial Group IncXXXX on XX/XX/2021, and I was told my account was closed. I called customer service on XX/XX/2021 and asked why my account was closed. The agent can not explain it to me just told me it was due to a security reason, and that was the company 's decision. On the same day, I received my PIN from Citizens.
With only a debit card, no other account information, then my account was closed. Citizens Finanical Group Inc. did not provide any solid justifications on why they are closing my account. The so-called " security reason '' is a vague term and really sounds ridiculous when there were no transactions being made via the debit card.
It is understandable that sometimes a bank would like to verify information with the customer. However, Citizens Financial Group Inc. made no attempts to contact me for any information but simply decided to close my account instead. This practice is unusual and does not conform with industry standards and procedures carried out by other financial institutions when they think there is a potential security reason.
On Citizens Financial Group Incs website, it promotes that the Citizens bank as Hel customers. This is certainly misleading given the fact that a consumers card is unreasonably closed BEFORE the card arrives via mail.
I hereby share my experience here to alert any other consumers like me that might be fooled by Citizens Financial Group Inc. and I would like to raise public awareness of the shady practice of Citizens Financial Group Inc.
|
| 04/30/2020 |
Yes |
- Debt collection
- Auto debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
|
|
My complaint is with XXXX Bank.
Asset Recovery Dept XXXX XXXX XXXX XXXX XXXX RI XXXX I've tried calling to resolve a past due account and was told by a representative on XX/XX/2020 that I owed roughly {$7000.00} more than the balance because I had not made a payment in 36 months. He stated I owed XXXX x {$440.00} XXXX my monthly payment ) which is not correct. It is not accurate to just take how many months since my last payment and multiply that by my monthly payment. My balance is {$9100.00}, he claimed I owed {$16000.00}. He did this as an unethical attempt to negotiate a settlement on an inflated balance, claiming that his company would settle for {$9100.00}. This was clearly a fraudulent statement and a scare tactic, not to mention illegal.
After dealing with this unethical representative I demanded to speak with a manager and was connected to XXXX XXXX. We discussed an amicable resolution, yet I was lied to again. What we verbally agreed to and what I received in writing were vastly different. XXXX XXXX promised I would receive a settlement letter stating that once the settlement was paid it would reflect as such with the credit bureau 's and that the title would be released. This was not the case. The settlement agreement I've received states nothing about the title being released. I have called their company 14 times in the last week attempting to speak with XXXX XXXX as the letter did not match his statements, and have not been called back or reassured that this would be rectified. In addition to calling, I have sent daily emails to their recovery department. I've asked repeatedly to speak to managers and supervisors numerous times and have not been able to.
I feel lied to, misrepresented, and bullied. Their collection tactics and practices are unethical and fraudulent. I am attempting very diligently and persistently to resolve this matter and I am not being met with the same commitment to resolve this in good faith. I don't know how else to get the help I need other than file this complaint and hope something beneficial comes of it as I've exhausted all other options.
|
| 03/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
|
|
To who it may concern, I was in the citizens bank on XX/XX/2022 approx XXXX in XXXX XXXX by the rotary. I went to make a deposit to my Non Profit account and also to open another business account under the same non profit.
This was a simple request that ended up being a complete waste of my time and quite frankly I do believe had I been a XXXX XXXX in a suit this would not have happened. I presented my ID which matched the card with my name and the business name. The staff stated they could not open the account without the correct documentation. The original account was already opened. They had everything they needed.
They went on to say that they needed something with my actual name on it but what was in the documents didnt include my name. The paperwork may not have included my name on it as it only requires the board members not the executive director in non profit public documentation. The man then proceeded to call the original bank in XXXX, XXXX where I opened the account. That still wasnt good enough.
At that point, highly frustrated, I then provided XXXX letters documenting that I was in fact the executive director of the non profit that had my name on it. He continued to state that he had to call to get verification. At that point he was on hold for over XXXX min. I was in that bank for over an hour.
I left, extremely frustrated as none of it made any sense. I was trying to open a second bank account for my business. I have banked with Citizens bank for over XXXX years. I trusted my Non Profit with them. The only thing that I can conclude here is that because I was a person of XXXX, a XXXX and not in XXXX XXXX, there was some assumption that I was not the executive director. I do a lot for the XXXX XXXX community and it is extremely unfortunate that this incident happened. I will not bank with them anymore and will let my other professional colleagues and friends not to either.
I will be filing a formal complaint with the department of descrimination and many other sources in regards to this incident.
Sincerely, XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX.
|
| 09/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Citizens Bank has not posted a refund of {$170.00} back to my credit card ending in XXXX, which the merchant claims to have successfully submitted on XX/XX/XXXX.
On XX/XX/XXXX, I made a ticket purchase of {$170.00} from NJ XXXX using my credit card ending in XXXX from XXXX Bank. I had used XXXX XXXX on my phone ( which uses a virtual card number ) to make the purchase, so the receipt showed the last XXXX as XXXX. In XX/XX/XXXX, XXXX Bank sold its credit card business to Citizens Bank, and my XXXX card ending in XXXX was closed, and I was issued the Citizens Bank card ending in XXXX. In XX/XX/XXXX, I returned the unused ticket to NJ XXXX, which claimed to have made a full refund back to my now-closed card on XX/XX/XXXX.
The refund has not yet been posted to my Citizens Bank credit card account, nor have I received a refund check from Citizens Bank or XXXX Bank. I checked with NJ XXXX on XX/XX/XXXX, and it claimed that the XX/XX/XXXX refund was successful. I then tried following up with XXXX Bank on the same day ( XX/XX/XXXX ), but after speaking with multiple departments, they claimed they were unable to view any information pertaining to my XXXX card since it was now closed. I then contacted Citizens Bank and went into a local branch. Although they claimed they were unable to view any information regarding my now-closed XXXX card XXXX they were able to find the purchase I had made on XX/XX/XXXX. They claimed they were unable to find the XX/XX/XXXX refund of {$170.00} from NJ XXXX, however. They then opened a merchant dispute on my behalf on XX/XX/XXXX ( case # XXXX ).
Since then, I have not received any updates with respect to the case, nor have I received the refund from either bank. This is surprising, considering XXXX ) in XX/XX/XXXX, I previously had a refund successfully post to the same Citizens Bank card for a different purchase I had made with the now-closed XXXX Bank XXXX XXXX and XXXX ) neither bank seems to have accounted for these kinds of refund transactions by properly setting up information sharing of clients transferred from XXXX Bank to Citizens Bank XXXX
|
| 01/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
The attached letter to Citizens Bank documents the closure of my personal checking account, which has resulted in my inability to pay my bills. The account has or had exactly {$3900.00} at the time of the improper closure of the account, as I had deposited {$3100.00} into the account at XXXX on XXXX XX/XX/2022 with a bank teller, who gave me a deposit slip for the transaction ( my bank card was used/swiped for the transaction ). Soon after I left the bank, I went to a local baker to purchase {$15.00} worth of bread, and my card was rejected three times. I called my branch manager, as indicated in the attached letter, and she said the card was shut down, but said it was nothing to do with anything she or her teller had done, and that I should call the bank 800 number. This has happened the previous month as well without explanation from Citizens Bank, and a new card had been issued, but this time when I put the card number in, there was no fraud alert. Instead the 800 automatic service said there was no such account at all. I was then placed on hold for some time until a Citizen 's customer service representative came on, and told me my account had been put on " hold '' for review and that someone from " the Director 's Office '' from the bank would be in touch with me within 2 business days. I asked to be put through to the Director 's Office, and they said that wasn't possible, and that there was no phone number to call directly. The rest is set out in the attached. It is now 4 business days, since this occurred, and I have had no contact from the bank at all, no email, no mail, no phone call from any representative from the bank, although I emailed the attached letter on the morning of XX/XX/2022 to the VP in charge of Branch Services, and to her boss. Neither has replied to my email or letter, and I have also overnighted the letters. Needless to say I'm in shock. I don't know what has happened to my money or my account, and the bank, which has published office numbers that don't work, has not contacted me at all. I don't know how to pay my bills or what is happening at all.
|
| 10/25/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
|
|
Responded to a Citizens Bank direct mail campaign to open new checking/savings accounts and funded such with a total of $ XXXX at the time of online opening ( XXXX ). Citizens immediately transferred the funds out my existing account ( XXXX ) at another bank and immediately proceeded to close the new account ( XXXX ). Thereafter, Citizens has consumed many hours of my time in going into a local branch, via telephone, via email, and via written correspondence, all the while indicating that they do not wish to do business with me, unwilling or unable to provide any further reason, yet after over 3 weeks, also without return of my funds. I wrote to their CEO, General Counsel, and Head of Consumer Banking indicating that their marketing and banking practices, intended or otherwise, deceived and defrauded me, a consumer, of a significant sum of funds that they have been entirely unable or unwilling to return. A representative of the bank and I have spoken twice now. The first call ( XXXX ), the representative asked me for written proof that the funds were withdrawn from my sourcing bank account. I indicated that they did not need proof as they have the funds. During the second call ( XXXX ), the representative said I have 1 of 3 options, all taking immense more time to adjudicate. I told her that all I wanted was funds returned to my original account immediately, which is what multiple Citizens representative ( via phone and a local Branch Manager ) said would happen ( since funds were withdrawn via ACH, they would be returned promptly via ACH to the same account/institution ). However, as of writing ( XXXX ), I remain short said funds. I request your help to ( 1 ) secure a return of funds and ( 2 ) evaluate and take punitive action for defrauding customers, stealing money, bait-and-switch practices, discrimination ( do not wish to do business with you without further explanation, absolute disregard for customer time, communicating conflicting and misleading information, dodging responsibility ( asked me to take issue up with source bank! ), and lots of other colorful accusations.
|
| 12/18/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/2018 my account was compromised with an electronic withdraw of {$390.00} that I did not authorize. I reported the transaction immediately at the XXXX, PA branch and closed the account. I was told that I should be reimbursed for the funds that were taken from my account within 6-8 weeks, it is going on 10 weeks and I have not received my funds back ; the claim is still pending and I feel like I'm getting the run around when I talk to the bank.
I was mailed out an affidavit to sign and notarize more than a month after the claim was opened ; I have since found out this should have been given to me to me the day XXXX filed the claim or shortly thereafter. I'm certain this would be cleared up by now if the proper steps were taken.
I have most of my bills paid through automatic withdraw from my creditors and there were a few that were pending, I left money in the account to cover the withdraws for my credit cards. However, there were 2 payments that I was not able to stop, the bank made the payment which overdrew my account. I specifically asked the person that was assisting me with this issue if payments couldn't be stopped and the account became in the negative how that would be handled. She told me that it would be alright, that when the {$390.00} was put back into the account it would cover any overdraw of the account. In the meantime I requested a provision fund deposit ( which I was told could be done ) of the {$390.00} into my account until the claim was settled to cover the negative balance of {$140.00}, this was approved which I have a voicemail stating so. The provisional funds were not deposited and now the bank has charged off the account. I feel that Citizens bank did not do their due diligence in handling my fraud claim starting with not giving me the paperwork that needed to be completed in a timely manner, then by charging off an account that is in a fraud claim status through no fault of my own.
I have attached a copy of the fraudulent check that Citizens bank paid. The address on the check is not my address, I do not even know where this address is.
|
| 08/02/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
|
|
Web |
Older American, Servicemember |
|
Latest communication : XXXX ( alleged manager ) XX/XX/XXXX Confirmation # XXXX Citizens Bank XXXX XXXX XXXX, XXXX, RI XXXX I have been paying on an auto loan since XX/XX/XXXX. Payment is due the XXXX of the month. I receive a pension on the XXXX and pay via the bank website because mailing takes too long. Because the XXXX does not fall on the same day I do not use autopay. My payments are within the 10-day grace period. The bank will not adjust the due date past the XXXX.
Suddenly this past XX/XX/XXXX my account could not be found and the XXXX payment " was removed from your account '' according to a letter from XXXX XXXX, senior v. p. president, head of Loan and Specialty Operations. ( one of two such letters is attached ).
On XX/XX/XXXX I made a live call to customer support to make good on the XXXX payment. One digit on my checking account of record was missing. Why? This was allegedly fixed. The account was allegedly on target.
A second no account found and removed payment letter arrived. Another live call XX/XX/XXXX logged the usual end of month logged the XXXX payment. The account number was correct.
The XX/XX/XXXX payment was reversed and a fee added. Then on XX/XX/XXXX an automated payment came out of my bank account. I have no automatic payment set up.
XXXX, the manager referenced above told me on a recorded line that obviously my payments have been being made. She apologized. She said she would request the fee structure ( now setr at {$190.00}!! ) be erased but she didn't have the authority. She said all I owe now is the regular XXXX payment plus one other. She said she removed the automatic payment.
I have heard nothing since. I have been working on my credit rating for more than two years following an extreme life threatening XXXX XXXX and financial reversals. I am XXXX XXXX XXXX. My credit rating took a XXXX point hit because of Citizens mysterious inability to keep an account number stable. Despite acceptance to credit offers last year I was quickly refused a XXXX loan to pay off this nearly 4 year-old car loan. Totally unacceptable and unforgiveable.
|
| 08/22/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I have been looking for a job opportunity as I have been unemployed. On XX/XX/2022, I received an email from XXXX of a job opportunity that looked promising. The position looked legitimate from the job description ; I applied on the same day. On XX/XX/2022, I received an invitation for an interview with a XXXX hiring manager and I conducted that interview remotely the same day. I asked for time to review the job offer and ask questions, to which the hiring manager obliged.
I received the job offer by email on XX/XX/2022 and was able to ask questions via email. They answered appropriately. I thought that I found a good XXXX XXXX position ; but, looking back on it, the job was too good to be true. Between XX/XX/2022 and XX/XX/2022, I was given checks from XXXX ( 1 deposited physically and 4 to mobile deposit into my checking account at Citizens Bank, of whom I have been a loyal customer for over 20 years ) ; and, I was instructed by CardConnect hiring department employees to use these checks for payments toward a work laptop, software, and office set-up. Five of these payments were instructed to be done via XXXX for a total of {$5000.00} sent via XXXX : on XX/XX/2022, {$1000.00} was instructed to be sent ( image attached is associated with this transaction ) ; XX/XX/2022, {$1000.00} was instructed to be sent ; on XX/XX/2022, {$1000.00} was instructed to be sent ; on XX/XX/2022, {$1000.00} was instructed to be sent ; on XX/XX/2022, {$1000.00} was instructed to be sent.
Unfortunately, on XX/XX/2022, I recognized that my bank gradually returned the deposited XXXX checks. So, effectively, my own funds were used. On XX/XX/2022 and XX/XX/2022, I tried to ask XXXX to reimburse me, but they gave me the run around and not paid me back. Following my late realization, on XX/XX/2022, I filed a report with my local police precinct and submitted a claim about these XXXX transactions with Citizens Bank. My local police precinct deems this entire situation as fraud and is investigating as such ; Citizens Bank should do the same. I also filed a report with the Federal Trade Commission.
|
| 12/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American |
|
Yesterday morning, XX/XX/2022, I tried to process two payments with my debit card from Citizen 's Bank, and they were denied. I called and the person told me that it was now unlocked ( Lie # 1 ). It was not as I tried it again later and it was still denied. I called again and spoke with someone different and they said it would be unlocked in 30 minutes. ( Lie # 2 ). I tried after 70 and it was still blocked. combined time between each of these calls both on hold and and talking to a representative for more than an hour.
I called back later that night and after 53 minutes on hold they said I could come into the branch with my ID or FAX my ID and two utilities bills. I explained that I was currently in XXXX and unable to either " stop by a branch '' and that I could fax copies of my passport and driver 's license but i would have no access to utility bills as I was in XXXX. The said they would call me back ( Lie # XXXX ). The did not.
I called back again on Saturday, XX/XX/2022, and was told my debit card was locked because of a high risk of fraud. They reiterated the two options mentioned above and they seemed to not accept that either were viable. I have used my debit card for more than two years in XXXX as I split time between there and the US. The only real change in activity was that I was recently had been XXXX XXXX XXXX XXXX XXXX and a XXXX account was set up. The organizer 's sister then began to dispense the funds to me via XXXX. Otherwise there was no unusual activity.
They said it was only my debit card that was blocked ( Lie # $ ) but apparently my whole account is locked as I had someone test transfer {$1.00} and that transfer was denied. I work part-time online and am paid via a XXXX transfer so I can no longer get paid. Additionally my state pension is direct deposited in this account and I am concerned that I will not be able to receive my state pension.
In short, I am stuck in XXXX with no access to my funds as a result of this arbitrary and capricious decision to lock my account and any attempt to resolve it has been met by lies and incompetence.
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| 04/23/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American |
|
My debit and credit cards were stolen in XX/XX/XXXX. I have had some success with the credit cards and hope to resolve them, however, I have made no progress with Citizens Bank HQ in RI Money was withdrawn without my permission or knowledge on XX/XX/XXXX in the amount of XXXX Citizens has an ATM daily limit of XXXX or XXXX ( answer varies depending on the agent I speak with ) per day, their tracking number is XXXX XXXX. They denied the complaint but they said they will review if I provided additional data which I did. On XXXX I faxed a letter to them from XXXX XXXX Hospital stating I was in patient XX/XX/XXXX to XX/XX/XXXX. I have yet to master being in the hospital and at the ATM at the same time. Despite this evidence I supplied they still denied my claim Again XX/XX/XXXX-XX/XX/XXXX ATM withdrawals were made without my knowledge or consent in the amount of XXXX. My complaint number is XXXX XXXX which also was denied. Again I sent a letter from the hospital stating I was in patient XX/XX/XXXX-XX/XX/XXXX. This hospital letter was faxed to Citizens also on XXXX. I could not be in the hospital and at the ATM at the same time. Citizens disagrees and again denied my claim.
Further complaint XXXX XXXX in the amount of XXXX, XXXX, XXXX, XXXX, XXXX, XXXX dated XX/XX/XXXX and XX/XX/XXXX are at issue and were denied.
Lastly Citizens policy is to limit daily ATM withdrawals to XXXX/XXXX per day ( see above ) yet on XX/XX/XXXX they permitted XXXX to be withdrawn for their ATM ( XXXX XXXX XXXX ) in violation of their on policy. Their responded " no error occurred at the ATM '' also if you want " copies of the documents we relied upon please contact ... '' which I did on XX/XX/XXXX. I spoke to agent XXXXXXXX I was told they had no document and they had combined complaint XXXX and XXXX together.
They also have confused XXXX XXXX and the XXXX on XX/XX/XXXX This has been a night mare, long in excess of 90 minutes on hold, several times, only to be dropped Hope you can help, I believed you are familiar with Citizens Bank based on previous class action suits by your agency.
|
| 04/14/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
I own half the house. My father is getting XXXX he 's XXXX yrs old. He goes to the bank and chats with them all the time about finances. The bank tried to get him to get a mortgage instead of keeping his line of credit but since I own half the house they could n't do anything without my signature. Charge him {$500.00} with a guarantee he would get it back.
My father says he had no clue it was a mortgage. He thought he was just redoing his line of credit and locking in the lower interest rate. He did n't know they were going to take {$500.00} out of his account for a fee. Then when he asked them about the money they told him he was guaranteed to get it back. I had no clue any of this was going on until they asked me for all my account info copies on the bills I pay. Never told me it was a mortgage. My Dad told me it was for the line of credit so I agreed to give them my info. They also told me he was getting that money back numerous times. My husband built a back edition on the house. XXXX was pushing us to get it done by this deadline. Told me he would add an additional {$20000.00} to the house value. I said great not knowing it was for a mortgage. Still thinking it was for this line of credit. All of a sudden I listen to my answering machine about giving them a check for an additional {$2800.00} for closing cost when they come in and sign.
Now they want my parents to go in and sign I find out its for a 15yr. mortgage not a line of credit. My father is XXXX he would be a XXXX til it is paid off. Bank ca n't do anything without my signature. I wo n't give it. Father do n't want a mortgage either. So when I call up and ask where is the {$500.00} XXXX gets nasty on the phone with me and tells me it was basically none of my business and I 'm not the customer and NO we will not get the {$500.00} back. Well yes it was my business when they needed me to sign for a mortgage instead of a line of credit. I own half the house. They did n't realize I owned half for this reason. Trying to get seniors to loose there house. I make sure all the bills are paid including the mortgage.
|
| 07/22/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt is not yours
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|
Web |
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I entered a consumer credit transaction with this organization and extended them my credit and as a result they used my credit card ( as described in 15 USC 1602 ) and was extended credit in a consumer credit sale. they are now claiming that they originated the credit I extended to them, in which constitutes fraud, the alleged interest not included in the finance charge ( sum of all charges ) Pursuant to federal law They have committed fraud and several violations of the FDCPA and TILA. They are now threatening me for an alleged debt that they claim I owe. I never received a Material Disclosure of any of the information that was supposed to be provided to me. they have taken an unfair advantage of me as a consumer, and they should be held accountable for deceiving me and not validating the debt. They have not validated anything ; they have ruined my character and general reputation by reporting erroneous information on my consumer report and included a symbol on the contents of the envelope for the mail carrier or any person affiliated with the mail service or comes in contact with the envelope thats alleging I owe a debt. Theyve act as if they are unaware of what I am requesting or that the law does not apply to them and I've included evidence and proof, pursuant to federal law with facts that prove that the law does apply to them and that they must adhere to them. They have not provided me with any original documents, and they have disregarded the law by saying, they do not have to provide me with anything except billing statements or applications, which is not proof of validation or proof that I owe anything. They are also claiming that they must report information to the credit bureaus, however cfpb handbook 3.1.1 furnishers incentives and decentives states- reporting to credit bureaus and other consumer agencies by creditors is voluntary and historically has been. Furnishers have multiple incentives to contribute data to NCRA one of which is for borrowers to make timely repayments. Their willful non-compliance has damaged my reputation as well as my credit file.
|
| 07/22/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
I entered a consumer credit transaction with this organization and extended them my credit and as a result they used my credit card ( as described in 15 USC 1602 ) and was extended credit in a consumer credit sale. they are now claiming that they originated the credit I extended to them, in which constitutes fraud, the alleged interest not included in the finance charge ( sum of all charges ) Pursuant to federal law They have committed fraud and several violations of the FDCPA and TILA. They are now threatening me for an alleged debt that they claim I owe. I never received a Material Disclosure of any of the information that was supposed to be provided to me. they have taken an unfair advantage of me as a consumer, and they should be held accountable for deceiving me and not validating the debt. They have not validated anything ; they have ruined my character and general reputation by reporting erroneous information on my consumer report and included a symbol on the contents of the envelope for the mail carrier or any person affiliated with the mail service or comes in contact with the envelope thats alleging I owe a debt. Theyve act as if they are unaware of what I am requesting or that the law does not apply to them and I've included evidence and proof, pursuant to federal law with facts that prove that the law does apply to them and that they must adhere to them. They have not provided me with any original documents, and they have disregarded the law by saying, they do not have to provide me with anything except billing statements or applications, which is not proof of validation or proof that I owe anything. They are also claiming that they must report information to the credit bureaus, however cfpb handbook 3.1.1 furnishers incentives and decentives states- reporting to credit bureaus and other consumer agencies by creditors is voluntary and historically has been. Furnishers have multiple incentives to contribute data to NCRA one of which is for borrowers to make timely repayments. Their willful non-compliance has damaged my reputation as well as my credit file.
|
| 09/28/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage company, Citizens One Home Loans, is erroneously trying to collect late fees and have refused to remove them from my account. I have emailed, faxed, and sent certified letters explaining the amounts but the last response from them states " they are not in error ''.
In XX/XX/XXXX, I entered into a repayment plan with Citizens One for three month arrearage due to an unemployment situation. The repayment plan amount included late fees for the previous months. I understood no late fees were to accrue once you were on a repayment plan. I did not fail to make the payments as agreed and, in fact, repaid the arrearage early, which included the late fees. The Repayment Plan was XX/XX/XXXX through XX/XX/XXXX but was paid in full in XX/XX/XXXX. The latest letter states they charged a late fee of {$53.00} from XXXX through XXXX ( while I was in a repayment agreement ) which would be {$260.00} however they have a charge of {$530.00}.
Further, Citizens One, has incorrectly reported my 'past due ' as 3 over '120 ' to my credit report which is also incorrect. Part of this is also due to mishandling the sale of my FHA loan while I was already in the process of requesting loss mitigation assistance with previous company. I was 2 months behind when my first mortgager sold my loan to Citizens One which caused delays in paperwork ( or extended the time to process ).
I have clear documentation on this issue and do not understand why they fail to properly adjust my records. The latest letter from Citizens One states that " the fees charged to the loan were a result of payments satisfied AFTER the grace period '' which is the XXXX of each month. Documents showing my payment transactions are provided along with other evidence and NONE were made after the grace period.
I was clearly told there would be NO late fees accrued after I entered into a Repayment Plan. Nevertheless, even if they do charge late fees it is still invalid because I have already paid it as shown in my attached letters to them. It seems to me they are throwing anything they can just to see if it sticks.
|
| 10/24/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
|
|
Web |
|
|
Below this summary of issue is my most recent communication with Citizens Bank Re Account XXXX I proactively applied for mortgage assistance - initiated in late XX/XX/2022.
Prior to any collections proceedings from Citizens Bank.
The program sent a request for information to Citizens.
Specifically, requesting the " V-File. '' To date, Citizens Bank has not complied.
However, they started collections via of payment offers that I did not request.
Now I am being bombarded with Citizens XXXX Application for XXXX XXXX XXXX.
I did not request their help, though appreciated.
As a result, Citizens seem to deliberately ignore the mortgage program 's request for documentation ( V-File ), which jeopardizes my account and adds a great deal of stress and pressure on me.
Any assistance or guidance from your office would be greatly appreciated.
Thank you, XXXX XXXX XXXX ___________________________________________________________________ sent via email according to name and contact information on Citizens correspondence.
XXXX, ( Telephone XXXX ) Re Loan # XXXX I am bombarded with Citizens Bank documents requesting completed XXXX XXXX XXXX documents for processing.
I am unsure where the disconnect is between Citizens Bank and the XXXX XXXX XXXX XXXX I am already using for assistance.
However, I can say it appears Citizens Bank is ignoring their request for the V-file and trying to force me to use your services, which I do not intend to do.
Therefore you are intentionally making a manageable situation worse which threatens my stability and continues to cause a great deal of stress and pressure to and on me.
The account was transferred to XXXX XXXX, Va AFTER I initiated my application with an independent mortgage assistance program.
I do not intend to use Citizens. Please comply with the mortgage program 's request for the V-file.
Otherwise, I will have to retain a lawyer to address your refusal to cooperate, which seems to intentionally deny my right to financial support from an agency of my choosing.
Thank you, XXXX XXXX XXXX XXXX email : XXXX XXXX
|
| 11/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I recently received a Citizens Escrow Account Disclosure Statement dated XX/XX/XXXX. I have attached a copy of the statement ( page XXXX was intentionally omitted as it is blank ).
You will notice on page XXXX of the attached Citizens statement showing my escrow activity for XX/XX/XXXX through XX/XX/XXXX, there was NO escrow payment indicated for XXXX, XXXX. While I realize that as of the date the statement was generated ( XX/XX/XXXX ) Citizens had not received any escrow payment for XXXX, it should have been estimated in the same way that the month of XXXX, XXXX was estimated. Citizens has only reflected XXXX months of escrow payments on their statement when there should be XXXX.
I participate in Citizens ' bi-weekly mortgage payment program and my XXXX bi-weekly XXXX mortgage payments have already been made which Citizens ' online escrow records reflect as of today ( XX/XX/XXXX ) with an escrow balance of {$4300.00}. Once my XXXX payments are made ( which Citizens has appropriately reflected on the escrow statement as an estimate ), my closing escrow balance will be {$5700.00} and NOT the closing balance of {$4300.00} for 2021 Citizens show on their statement.
This is relevant as Citizens is currently asking me to pay {$2700.00}, the difference between their incorrect XX/XX/XXXX opening estimated escrow balance ( {$4300.00} ) and the required opening escrow balance ( {$7100.00} ) as of the same date.
To conclude, I believe the amount I owe Citizens at this point is {$1300.00}, the difference between your required balance of {$7100.00} and the correct opening balance of {$5700.00}.
It should be noted that over the last week I spoke to XXXX different customer service representatives at Citizens ( XXXX of the XXXX was a supervisor and another of the XXXX was in the customer advocacy dept ). They all kept telling me that because the statement was generated on XX/XX/XXXX and no XXXX payment had been received at that point, my payment was listed as {$0.00}. I asked them why XXXX couldnt be estimated like XXXX was estimated and they really had no good answer.
|
| 05/07/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
Older American |
|
My son XXXX wanted to pay off my car since he was XXXX in XX/XX/2017, helping the survivor victims in Puerto Rico. I have continuously received poor customer service from Citizens One employees over the phone and in person at the branch. My account number is XXXX, I have been given the wrong pay off balance since XXXX, I have gone into the branch and they have refused to accept the check my son sent me to pay off the car. In an attempt to finalize the car payment he went online and paid off the majority of the balance leaving a small balance of less than XXXX XXXX dollars. I went into the branch and was told that since the car was paid in full that they will stop taking the monthly payment funds out of my checking account. I was advised to mail in a check of the sixty something dollars to the pay off department. I did that and the bank went ahead and withdrew the full monthly car payment amount after the car was paid in full and cash in the XXXX XXXX dollar check that was suppose to be the final pay off. I disputed with my bank the unauthorized car payment deduction and now Citizens One bank refuses to send me my car tittle, they have sent me numerous letters one stating that my car was paid, then another one saying that they are sending me to collections and a third one stating that I have to pay for a replacement tittle for the car when they have never sent me the original tittle in the first place. I am a senior citizens and do not understand all this confusion, no one in the branch is willing to help me and over the phone I continuously get wrong information, pending balances and rude service. It is the banks responsibility to issue a tittle once the car is paid off, I have gone to the Motor Vehicle Department and was advised that the bank is issuing a lost tittle claim so I in return would have to pay XXXX XXXX dollars for a replacement tittle.This has been the worst experience of my life trying to get a straight answer to a pay off quote, if my car is indeed paid in full and to try and get my tittle to the car my son paid off for me so I wont have that bill.
|
| 06/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I am a Citizens bank customer with an open and active checking account. On today on Monday XXXX XXXX at around XXXX XXXX I went inside of the local branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX to withdrawal cash from my account. After providing proper identification, debit card, and PIN number requested to make a cash withdrawal and the manager told me that my account was frozen and on hold. The bank teller and the manager denied me access to withdrawal my own money out of my account. He also stated that I was not allowed to use the ATM to access my account or funds either because of a " hard hold '' that was placed on my account by his " back office '' and asked me to leave because there was nothing that he could do to help me. When I asked why was my account placed on hold he said it was because a cashiers check that was deposited could not be verified although i was already aware that it was verified and cleared because I witnessed the verification done at another branch just 2 days prior. ) After contacting Citizens customer service just minutes after I was refused access to my funds and account a representative confirmed that there was never a hold on my account whatsoever neither was there ever a hold on my funds. I was lied to and manipulated. I was also able to withdrawal funds from the ATM after being told by the manager that I was not allowed to because of this hold which also confirms that I was lied to. With no probable cause or probable reason to suspect fraud or suspicious activity on my account I was denied access to my account and funds. I believe that I was racially profiled, discriminated against and treated by prejudice discretion. I was not allowed to access my own money that it is rightfully mine and that Im legitimately entitled to instead I was lied to, discriminated against, providing false information, manipulated, and treated unfairly by the employees and manager at this branch. Because of this I am now facing extremely difficult circumstances. This branch denied me access to my account and funds and manipulated me.
|
| 08/08/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
On XX/XX/2023 at XXXX, I authorized a cash withdraw of {$400.00} from an ATM at Citizens Bank at XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX The transaction was completed and the fund was withdrew from my XXXX XXXX Checking Account via my bank debit-card ( XXXX ) : ATM transfer receipt record # : XXXX SEQ # : XXXX XXXX Debit XXXX Total fund withdrew from my checking account : {$400.00} ( including {$3.00} service charge ).
Unfortunately, because of a mechanical problem with the ATM dispenser, no cash was dispensed, and the display told me to cancel the transaction with the bank. I proceeded to speak with the Citizen bank manager who told me that its ATM are not operating correctly and that I should contact my own bank XXXX XXXX XXXX XXXX to dispute the transaction and to recoup the fund ( {$400.00} ). He further stated that he can neither help nor to provide a record of this failed transaction.
Being dissatisfied with his response or the lack of it, I called the XXXX XXXX Police to file an incident-report of this issue. An XXXX, XXXX XXXX, was dispatched and created a case : XXXX of this dispute.
I contacted my Bank, which responded by stating that it can not pursue my dispute as I had legally authorized this ATM transaction and must pursue the return of my funds ( {$400.00} ) through Citizen Bank which had withdraw the same amount from my checking account or to file a petition with the Courts.
I have tried but am unable to reach any responsible person from Citizens Bank which is denying any obligation to address this dispute or to return my missing fund. Given no other recourse, I am filing a complaint through your Bureau in hope of resolving this issue without the need to pursue justice and missing funds through the legal due process. It seems that it is recurring issue with Citizen Bank and its multiple ATM machines. Perhaps, we can prevent further distress and losses to banking-consumers by auditing Citizens Banks ATM transaction-records and requiring them to take prompt action to return consumers funds in future disputes.
I thank you for your help.
|
| 07/21/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Struggling to pay your bill
- Credit card company won't work with you while you're going through financial hardship
|
|
Web |
|
|
I received a credit card directly from a sit down at Citizens Bank in XX/XX/XXXX as they said '' pre-approved '' No verification of wages was ever obtained and they said that is not done on a pre-approval ... which i do not feel is true.
I am on XX/XX/XXXX of {$11000.00} annually. I was issued a card for {$7500.00} Prior to and thereafter was hospitalized for my schizoeffective disorder and then went shopping and maxed my card.
I have 3 other account which i owe nothing on and should of either been denied or given a lower amount if the credit check and income was verified.
I can not afford payment and my mom has been helping to avoid crashing my credit. I do feel at fault even with my mania to pay the bill.
I reached out in XX/XX/XXXX and was offered a payment plan and interest of 2.9 % for 5 years and then they said the account wasn't old enough to warrant a plan.
So i waited until 6 months and sent in documents for hardship and my income again to be told the account wasn't old enough. I am trying to get a reasonable payment plan, interest or settlement.
I called again today XX/XX/XXXX and was told to send in a hardship letter because the account is current ( because my mom is paying ) as i stated to not ruin my credit any further.
I feel the bank was dishonest and inproper practices of card issueing. I would like the bill to be reduced to what i should have offered at application which is nothing or far less than the {$7500.00} i got.
If they had done a verification of income i probably wouldn't have received a card bing that i have 3 other cards with available credit of more than XXXX total. This is concerning.
Please help me make the bank responsible for their errors and for myself to get out of this mess.
The process seems unethical and unfair and i can't anyone to help me.
I explained that i know if it goes to collection they will not get any money as they can't garnish my social security. I stepped forward to resolve and they aren't willing unless i jump through the same hoops with the same answers and nothing being done to help me.
|
| 03/30/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/XXXX, my husband and I inquired about a home mortgage from Citizens Bank. The sales associate pulled our credit reports as part of the process. He informed me that he could not proceed because I have a " freeze '' instituted on my XXXX account. I did this -- as a matter of RIGHT -- when the XXXX breach occurred. I told the sales associate and asked if they could proceed with other credit reporting agencies. The sales associate said no. I asked to see the policy requiring reports from all 3 major credit reporting agencies. He refused to show me. I pressed again. He said that my application was being canceled, and pointed me to this : XXXX XXXX XXXX This policy says nothing about using all 3 major credit reporting agencies. And it says nothing about XXXX, specifically. Instead, it says : The lender must obtain a credit report for each borrower on the loan application who has an individual credit record. The credit report must be based on data provided by the national credit repositories. Acceptable credit report formats are described in B3-5.2-02, Types of Credit Reports. For credit report requirements in DU see below.
A nontraditional mortgage credit report or other form of alternative credit verification may be used if the borrower does not have sufficient credit to enable the development of a credit score, or does not use the type of credit that is reported to credit repositories.
See B3-5.4, Nontraditional Credit History, for additional information.
I pointed this out to the sales associate. He said, " Thank you again for applying with us. Unfortunately we can not proceed with your application as is. '' Again, I asked to see the policy. He said that he had already showed me ( he hadn't ).
I called the CFPB hotline. I was told to file a complaint online.
The sales associate is : XXXX XXXX Branch Manager - NMLS ID # XXXX President 's Club - XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX - Mortgage XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NY XXXX Direct/Cell : XXXX eFax ( secure ) : XXXX Email : XXXX Web : www.citizenslo.comXXXX
|
| 09/18/2018 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
In XXXX of 2017, I purchased an XXXX through XXXX, who uses Citizen 's One as their third party partner handling loans for the devices. I was not aware that I would be paying to Citizens One every month, but rather thought it would be XXXX directly. I believe that I got a new credit card and it never got updated with Citizen 's One. My monthly payment to finance my phone has not gone through since XXXX of 2017 and now my account with Citizens One has gone to their collections department. I only found out this information because I called XXXX in hopes to upgrade my phone this year and they told me I have a balance through Citizens One still. I have not received any form of communication from Citizens One. They have not called, emailed, mailed, etc. any notification or bills to me. However, when I talk to them on the phone, they tell me that I owe the full amount of the phone which is around {$860.00}. I asked them if they could please send me an email verifying how much I owe on the loan and they told me they can not email me at all. Their recovery department has told me that they don't report these loans to the credit bureaus and that that is why they can not reach out to me in any form. However, their billing department told me it could effect my credit and to just make sure to pay off the loan, yet they don't know any deadlines or logistics of when and what I have to pay. If I mail in a payment, I have been told that I will not receive any confirmation for my payment. If I pay over the phone, they say that I will receive an email confirmation, however, I'm not sure I trust them. At this point, I am afraid to pay because I don't know if I will get the full confirmation that I feel I deserve. I would feel more comfortable if they could do things through writing rather than all verbally. However, they have made it clear that everything must be verbal. There is no access online because my account has moved to their recovery department and I no longer have access to my account online. My biggest concern is that this account does not affect my credit negatively.
|
| 02/03/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
|
|
Web |
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In XX/XX/XXXX I applied for a home equity loan from the now defunct XXXX XXXX XXXX. XXXX XXXX XXXX was sued by the Department of Justice and the Consumer Financial Protection Bureau in XX/XX/XXXX for charging XXXX and XXXX borrowers higher prices for their home mortgage loans than non-Hispanic White borrowers. XXXX acquired XXXX XXXX and agreed to pay {$35.00} XXXX to settle charges that the former XXXX XXXX Bank discriminated against XXXX and XXXX borrowers by charging them more on home mortgages because of their race and national origin. According to the U.S. Department of Justice and the Consumer Financial Protection Bureau, XXXX XXXX, which XXXX bought on XXXX XXXX, XXXX, violated the federal Fair Housing Act and Equal Credit Opportunity Act in imposing higher fees or interest rates on more than XXXX minority borrowers.
According to the court documents, the violations involved loans made through more than XXXX XXXX XXXX retail offices from XX/XX/XXXX to XX/XX/XXXX, and by mortgage brokers from XX/XX/XXXX to XXXX. XXXX said XXXX XXXX financially rewarded loan officers for imposing extra charges, known as " overages '' that were not related to borrowers ' creditworthiness, and did not properly monitor how they were imposed. This resulted in statistically significant discriminatory pricing disparities based on race and national origin, and caused more than XXXX XXXX borrowers and more than XXXX XXXX borrowers to overpay.
RBS Citizen bought the loan without knowing its history and is now suing me to collect on a loan that was null and void. Because XXXX XXXX committed fraud in originating the loan, that action made the contract void.
In XX/XX/XXXX XXXX contacted me about the loan and assured me that they would conduct a full investigation because of XXXX XXXX XXXX mounting troubled mortgages and would cancel the debt. The investigation was never done and instead the loan was sold to RBS Citizens. RBS Citizen filed a lawsuit in XX/XX/XXXX and we are currently in court proceedings. RBS Citizen is trying to collect on a loan that XXXX should have cancelled.
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| 06/15/2023 |
Yes |
- Debt collection
- Credit card debt
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- Communication tactics
- Frequent or repeated calls
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Web |
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On XX/XX/XXXX I injured my knee. I sought medical attention right away and was informed that I fully XXXX my XXXX, partially XXXX my XXXX, had XXXX XXXX XXXX XXXX, and XXXX both my XXXX. Once I had a XXXX date set up I called Citizens Bank, with whom I have 2 credit cards with, that I was told after XXXX I would not be cleared to for about 8-10 weeks. They told me I had two options. First being do nothing and pay my weekly minimum, or they can put me in what they call an hardship program. I asked if there were any other options, they told me there was not. So seeing no truly helpful options, I picked the hardship program because it would at least lower my interest rate and minimum payment ; both were lowered slightly and actually made both accounts inactive, so I still owed but couldnt use the cards even though I still would have to pay interests. They also told me I should try to work from home or borrow money.
In XX/XX/XXXX I received 1 phone call from them asking why I made a partial payment and not the full, I explained that because I didnt have the full amount. They said they can take the full payment now, I told them I dont have it. They offered to arrange to make the payment, I told them that when I have the money to make the payment I will. They told me that not paying will cause my interest rates to go up, that I will owe a late fee, and my credit score will be effectives. I informed them that that doesnt sound like the program I signed up for. They doubled down, as did I. They eventually said I was correct. The difference owes was about {$40.00}.
On XX/XX/XXXX, I made a payment on one of the cards. I did not make a payment on the other. They called me from the phone number ( XXXX ) XXXX at XXXX and received the voicemail at XXXX and left a voicemail asking me to call back or to call ( XXXX ) XXXX. They also sent me any email about it as well after that same day at XXXX.
Then today ( XX/XX/XXXX ) they called me twice, leaving a voicemail after the second call. Both calls came from ( XXXX ) XXXX. The times they called were XXXX and XXXX.
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| 08/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I called Citizens in XX/XX/2022 to remove my PMI from my condo that I purchased in XXXX of XXXX as the value is significantly higher than when I purchased it. The updated value estimation combined with the amount of principal I've paid to date, I have over ~30 % equity.
After multiple calls over multiple days, I was able to get in contact with a loan officer at Citizens who said they would put in the request to send me the letter detailing what I needed to do. No one else at Citizens ' mortgage phone system seemed to have any clue about how to reach their PMI department. Citizens sent me a letter explaining the criteria to remove PMI, which stated I must have at least 75 % equity and owned the property for at least 2 years ( which I should easily qualify for ). The letter also stated I should send a check for a BPO ( {$150.00} ) or an Appraisal Single Unit ( {$320.00} ), but did not specify which amount I should be sending the check for or how to obtain that information.
I then spent another 1-2 weeks calling Citizens mortgage phone system nearly every day once XX/XX/2022 hit ( 2 years on my condo ) until I was able to get ahold of someone else who stated they could not give me the PMI department 's phone number but would have someone reach out to me. I spent a week waiting for a call to no avail. I then called the phone system for another couple days until I got someone else who said the same thing. Finally I got a call from a " XXXX XXXX '' ( XXXX ) on XX/XX/2022, who left a voicemail stating she would send me the letter packet that I had already received nearly 4 months ago!
I immediately called her back but no answer, and left a voicemail explaining how I only needed to know which amount to write and send the check for. It has now been two full weeks without hearing back from XXXX XXXX or anyone at Citizens ' PMI department. I have been leaving voicemails for XXXX XXXX every other day asking for that simple answer so I can remove the PMI from my mortgage. It is as if Citizens is refusing to let people request PMI removal early, against the law.
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| 08/23/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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There are funds of over {$5000.00} missing from XXXX funds! We have not been given proper accounting as to where our funds are there are missing funds being held as Surplus funds which are the same XXXX funds missing not accounted for on statements! This is not an escrow issue due to their being no escrow account on this account! The law mandates that all funds held by bank customer are reported per a taped conversation agreed to by both parties. Per the conversation it was stated that the funds not being reported are in banks possession of see below : Special loans team in Virginia headquarters service team XXXX XXXX XXXX messages left for her no response Where is the ledger of these funds what has the Acct number being used to report. The excuses given XXXX funds for emergency repairs XXXX funds for emergency repairs put to principal After two years in form of principal we know nothing if this not in loan docs! See Amortization schedule buy down {$16000.00} why how and how could this be done without refinancing? This would have to be a new loan, never late, pay own all no escrow immediately after escrow removed now this Where are the funds why do the statements not reflect the total funds held at bank and why?
XXXX customer service representative XXXX XXXX put to principal After two years in form of principal new one on us, loan reamortized why we have not made any XXXX funds for emergency repairs put to principal After two years in form of principal, Company needs to report full record of XXXX missing funds where is it, who has it, why is it not reflected on mortgage statement clearly what is going on! Why is there a new total buy down amount when no new loan was taken out, loan in good standing even after all the trucks tried to confuse and steal funds! THIS IS NOT AN Escrow ISSUE ITS A MISSING FUNDS ISSUE AND FALSELY REPORTING FUBDS, missing etc...
This complaint is in both my name and my wife XXXX XXXX you have authority to discuss all with her as we work together! Please report this office Manager keeps being closed yet issue is not resolved!
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| 05/14/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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My name is XXXX XXXX XXXX. On XX/XX/2019 Citizens Bank processed a Debit Memo transaction in the amount of {$790.00} from my checking account and applied monies to my mother 's, XXXX XXXX, checking account ending in XXXX on the same day without my authorization or consent.
Furthermore, Citizens Bank added my name unto my mother 's checking account without my knowledge. I never signed any form added myself to the account. The XXXX at XXXX XXXX, XXXX, had my mother sign my signature on the document.
On XX/XX/2019 I went to the XXXX XXXX, located at XXXX XXXX XXXX, XXXX, PA XXXX and spoke with XXXX XXXX, XXXX ID # XXXX, XXXX XXXX and explained to her the above mentioned and requested a full refund of {$790.00}. XXXX insisted that I was on my mother 's account but did not provide any documentation supporting that. In addition, I stated that my account and my mother 's account are not linked together to support the Debit Memo. Furthermore, because if this error caused by Citizen 's bank my mother was charged {$410.00} additional overdraft fees.
XXXX XXXX, informed me that she has to speak to her supervisor, XXXX XXXX, XXXX ID # XXXX, for authorization because she has only been in her position for 3 months. She confirmed that with 2 business days I should hear from Citizens Bank and/or see the funds redeposited in my checking account. I didn't receive any credit or hear from Citizen 's Bank.
On Friday, XX/XX/2019, I met with XXXX XXXX, XXXX Site XXXX XXXX at the XXXX XXXX. I provided him with the same information and requested a full refund. XXXX could not provide me with any documentation suporting the banks actions and refused to compromise a solution.
I requested to close out my checking account. At the time he said he could not close the account that there was 3 transactions pending. I stated to keep the funds needed to cover the transactions and he refused to. XXXX said, " Come back tomorrow to close your account. '' " Also you don't have to come back to the XXXX branch, you can go to another Citizen 's Bank branch to close your account. ''
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| 02/26/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Shopping for a loan or lease
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Web |
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I applied for a refinance of my federal student loans with Citizens Bank. As part of this process, I provided statements from the respective current loan holders. After review, I was told that I was declined due to " the borrower has not yet made the minimum number of required payments ''. The letter did not specify anything further. My wife, who was a cosigner for this application, called Citizens Bank. Initially they refused to speak with her, despite having cosigned, stating that she was not authorized. Eventually they proceeded with the call, but the representative claimed I was declined for the refinance due to being on Income Based Repayment, and specifically because this is in regards to federal student loans. This agent also claimed that it would n't be enough to pay extra, but that I would have to have IBR removed from the account and make standard repayment installments for XXXX consecutive months. When asked, the representative claimed this was some part of " fair lending '' regulations, but did not provide specifics. They also claimed this contingency is part of the disclaimers or FAQs on their website. When I searched for this item, the most detail provided is " You must have made at least XXXX XXXX XXXX XXXX full on-time payments on all the loans you wish to refinance and may need to provide proof of graduation. '' There is no indication or mention of IBR being an issue, and " full, on-time payments '' does not indicate it must be under standard repayment terms. Further, it is my understanding that IBR requires a customer to be current to be able to qualify for IBR, but regardless, Citizens did not cite any issues with my Credit Bureau Report affecting the decision. Additionally, my wife, who applied for her own refinance with Citizens just weeks prior, is also on IBR arrangements, but was approved for a refinance. When asked, the representative at Citizens told her that she was approved in part because her loans are private student loans. Finally, there is no evidence that my application was declined for any income or debt based reasons.
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| 01/07/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem with paying off the loan
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|
Web |
Servicemember |
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On XX/XX/XXXX I returned my XXXX XXXX XXXX to my original car dealer ( XXXX XXXX XXXX XXXX XXXX ) due to a lemon law issue. XXXX XXXX XXXX received a payoff from Citizens One Bank, which was good until XX/XX/XXXX. On XX/XX/XXXX I was called by Citizens One bank in an attempt to collect a debt for the outstanding balance. I contacted ford via email ( attached ) and explained that Citizens one claimed that they had not received a check. XXXX provided both me and citizens one bank with the note from the delivery service that the check had been sent and signed for by citizens one bank.
At this time the balance was just over {$250.00} and I offered to pay it with a debit card and have them refund it once they found the check from XXXX. This was an effort to ensure that I was not reported late with the credit bureaus. I was informed that I could not do that and told that I was not going to be reported late.
Several emails and over 40 hours of phone calls later I was again told that I will not be reported late as the payment was received, the title was released to XXXX and that I no longer was responsible for any payments for that loan.
In XXXX I applied to increase my limit on my credit report, which was denied because of a current late payment to Citizens One. I immediately called to try to mitigate the issue and was told that they did not report me late. At the time, my family was in the process of fixing some issues on our home and I needed the extension of my credit limit to fix these issues to put our house on the market for sale. I then called my Mortgage lender who told me that I would not qualify for a loan with any open accounts. We were not able to put our home on the market because of this error.
I have been calling Citizens one bank for 2 months to come to a resolution. I was just told that the negative information was removed, but not before citizens one bank called my work, ruined my credit ( albeit short term ) and destroyed my families dream to move. I have suffered mental anguish, financial hardship, countless hours trying to fix this.
|
| 09/25/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan servicing, payments, escrow account
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Web |
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I sold my property and my closing attorney wired the full HELOC payoff amount ( $ XXXX ) to Citizens XXXX on XXXX XXXX. On XXXX XXXX ( 6 weeks later ) I received a notification that my account was delinquent. With my account seemingly payed off, I was very confused. When I called Citizens XXXX, they said my account had not been closed and I owed XXXX $ to close the account. Again, if my account was paid off and closed, this makes no sense. After a lot of back and forth with Citizens XXXX and my closing attorney ( including all XXXX of us on a call at once ), the following came to light : - Citizens XXXX received the full payoff amount on XXXX XXXX ( we have the wire transfer documentation that states that it should be a payoff applied to my account ) - On XXXX XXXX, Citizens XXXX contacted my closing attorney to get the 'authorization to close the account '. The closing attorney and Citizens XXXX went back and forth several times attempting to fax the form. They notified the closing attorney several times that it did not come through ( I too have had problems faxing to Citizens XXXX ).
- Eventually, Citizens XXXX did not return my closing attorney 's call to state that the fax did not come through, so the closing attorney assumed it was finally received.
- Citizens XXXX then did nothing with the wire transfer for the next 7 days, so my account still had a balance and continued to accrue interest.
- On XXXX XXXX, Citizens XXXX finally applied the funds to my account, NOT AS A PAYOFF, but as a standard payment.
- AND, they did not backdate the funds to XXXX XXXX when the funds were received.
- Thus, my account accrued interest until XXXX XXXX ( and then beyond because the interest compounded. ) Now, they want me to pay XXXX $ to close my account when they had the funds, per their payoff quote, on XXXX XXXX. Additionally, the original payoff included a XXXX $ recording fee, yet Citizens XXXX is attempting to charge me another XXXX $ fee a second time.
* I have attached XXXX the wire transfer on XXXX XXXX and the new payoff request for XXXX {$.00}
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| 06/25/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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XX/XX/2028 charge was debited to my account which overdrew it by {$58.00} between the XX/XX/XXXX and the XX/XX/XXXX which is nine days I received three separate charges for this one {$58.00} charge. One {$37.00} overdraft to sustained overdraft fees of {$30.00} each and just nine days. Then on XX/XX/XXXX I had a {$20.00} charge debited to my account this charge was expected but because of excessive fees of sustained overdraft charges that come every three or four days which made it out of my reach to catch up. So then on XX/XX/XXXX XXXX made his own decision to charge that card with the charge had not originated from a {$5.00} charge which gave me another {$37.00} fee saying day XX/XX/XXXX I received two {$30.00} charges for sustained overdraft on the same day. Not taking in consideration what our country is going through and the people are going through at this time during the pandemic they are aggressively and excessively pushing this sustained overdraft fee more than anyone else. I am on Social Security XXXX and my income is what I have lived on prices have doubled for food and everything else I had to expected charges get or debits that I could have managed some banks let you see them before they post and if you get there that same day and make a deposit it is fine. This aggressive fee scales needs to be impressed when you get to charges in the same day during the middle of the worst health and economic crisis of our lifetime they should be a little more lax with some of these fees to represent some kind of an American compassion and spirit all my debts get paid every month but these fees are not right. So for a {$83.00} amount of debt they stand to collect {$200.00} and possibly another {$30.00} before my check comes again I have no way to make that money up during this crisis. If they were working with the American people this would never happen. It's almost like one of those scandalous car towing lots where they pick up your car for violation and add so many excessive fees every day to you can even afford to get your car this needs to stop
|
| 08/03/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Charged fees or interest you didn't expect
|
|
Web |
Older American |
|
Citizens Financial Group, or Citizens Pay, as it appears in bank statements, has imposed on me what I can only describe as a predatory loan. Citizens partnered with XXXX XXXX XXXX, financing the equipment installed in my home to provide alarm-service coverage. In response to a complaint i filed against XXXX regarding the company 's poor service and its false representations that induced me to sign up, XXXX agreed to cancel my contract on XX/XX/2023. But the company said I remained responsible for paying off the line of credit from Citizens for the equipment. At no point, while i was signing up, was it made clear to me that the equipment could never be returned, even in the event of a contract cancellation or breach. Furthermore, since my initial complaint, the terms of the line of credit appear to have become significantly more onerous. Prior to becoming aware of my complaint, Citizens had been taking {$39.00} a month from my checking account to service the loan, but in XXXX that amount jumped to {$83.00}, an increase of XXXX percent. And the company, without any explanation, sent me a statement showing that the minimum payment due in XXXX would be {$100.00}, or XXXX percent higher than the original monthly charge. Citizens proceeded to draw that amount from my bank account. Also, XXXX 's response letter to my complaint showed me owing a total of {$2900.00} for the equipment, while the Citizens statement listed a balance of {$5200.00}, or XXXX percent more. I have no idea of what the basis for these charges might be -- and I have been unable to get any explanation from the company -- but it's hard not to suspect Citizens is conspiring with XXXX to recoup my lost service charges. From the moment of my first contact with XXXX, in which sales personnel falsely claimed they represented my previous provider, XXXX, through my current dealings with the opaque, rapidly escalating charges from Citizens, i've been misled. I am concerned that Citizens will continue to ramp up its already-excessive charges and terms without any justification or explanation.
|
| 02/09/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
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Web |
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I received a letter on XX/XX/XXXX stating my accounts were being closed with no explanation. The letter stated I had until XX/XX/XXXX to reconcile all banking activity. This left with 5 business days with the weekend and the holiday within that date range. On XX/XX/XXXX after inquiring about the situation via telephone I was informed that my account was frozen and I could not have access to my money. No transactions or automatic payments would be completed which I had intended to be resolved before the XX/XX/XXXX deadline. At that time I had an automatic debit in process for my mortgage and a loan payment due on the first of the month. I was not given an appropriate amount of time to insure these payments were secured. On that same day I was also denied access to my online account which stopped me from being able to view any transactions in process. I was not able to determine if payments of my loan had been processed. I also have a joint credit card with my daughter who is a college student in Florida. I inquired if that account was also targeted and was told there was no information relating to that being it was a separate entity. On XXXX my daughter was denied use of the card and on XXXX I received a letter stating the credit card account was also being shut down. I am completely appalled that a bank can have such unfair practice and control over my money without proper notification. Not allowing me access to my money seems unethical if not illegal. I was never given an explanation for these actions and was told it was not my right to know. I have been a customer for over thirty years and have never had any issues with any of my accounts. In conclusion I am asking for an investigation into this unfair practice. I would like to know that a bank can not take control of someones money without god cause or a reasonable amount of notification. I feel that a thirty day notice is a reasonable amount of time to reconcile or banking transactions and it should be my right to refute any information used against me to cause my accounts to be closed.
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| 11/26/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
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My line of credit ( LOC ) payment with Citizens is due by the XXXX of the month. It is set-up with a pre-authorized debit payment to come out of my checking account. ( same bank ) The amount due is approximately {$96.00}. Since I began making {$300.00} payments on the XXXX of each month, my pre-authorized payment due on the XXXX has not been debited from my checking account. On XXXX XXXX, my {$300.00} payment was made, however, on XX/XX/XXXX, the bank debited my checking account for the XXXX statement balance of {$96.00}. This is the first time this has happened.
I called the bank and they informed me that their institution had recently made a change in their loan payment processing systems, It was explained to me that with the changes, anyone making a payment, prior to the due date, that is equal to or greater than the statement balance due, will not prevent the pre-authorized debit payment from being made by their system.
The rep I spoke with issued a " ticket request '' to the clerical dept for the purpose of over-riding this new process. He said that my {$300.00} payment on the XXXX will be recognized and my pre-authorized debit payment will no longer happen as long as my payments on the XXXX of each month continue.
While I am satisfied that Citizens will alter this new system process for me, my concern is one of a larger scale for other loan customers of this institution. How can a financial institution require customers to pay more each month than they are required to. If someone pays a debt/loan payment earlier than the due date, haven't they met their obligation for that required payment? I pay many of my other monthly bills before the due date without any issues or additional monies requested or expected.
Many customers probably live very tightly, paycheck to paycheck. Had this issue happened to one of those customers, there could have been additional financial repercussions for them : i.e. late payment fee and if there wasn't enough money in their checking account, possibly an insufficient funds fee and perhaps other fees.
|
| 12/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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Shortly after receiving a " new loan servicer '' letter indicating that XXXX XXXX XXXX XXXX had purchased the paper on my loan, I received the first statement indicating the first payment for loan number XXXX was due on XX/XX/18 in the amount of {$1500.00} ( see attachment " 1st Stmnt '' ).
In an effort to make the aforementioned payment, and all subsequent payments, online via ACH, I attempted to create an online account with XXXX. However, I was unable to create an online account as the website prompted an error message stating that the account number provided was not valid. I called XXXX XXXX customer service at XXXX to help with account creation problem. The customer service agent told me that a paper check was required on the initial payment and a new account number would be assigned to me granting online access after the paper check submission. I mailed a paper check on XX/XX/18 that cleared my bank on XX/XX/18 ( see attached " cleared check ''.
On XX/XX/18, I received a statement for XX/XX/18 with a different account number. The statement did not reflect my previous payment 's application towards the principal balance ( see attachment " XXXX Stmnt '' ).
I have made seven ( 7 ) phone calls to XXXX 's customer service department since XXXX ( 42 days ) and emailed all the information XXXX requested ( copies of statements, cleared checks, etc. ) in an effort to have my payment applied to my loan balances. Every phone conversation ends with the agent stating someone will contact me back by days end and they will have a resolution with-in two weeks. Neither of the two have happened.
Out of fear that I am being scammed out of payments, I want to pay the loan off in completion cutting ties with XXXX XXXX XXXX ; but I can not pay the loan off as I can not get an accurate final balance figure from XXXX that reflects all my payments. I hope this is not common practice for XXXX and happening to others on a larger scale as this should be a simple accounting journal entry fix but XXXX continually leaves me in the dark with no resolution.
|
| 02/05/2020 |
Yes |
- Student loan
- Private student loan
|
- Getting a loan
- Fraudulent loan
|
|
Web |
|
|
Last year I attempted to refinance my wife 's student loan through Citizen 's Bank after receiving a letter from them. The events that followed were quite disgusting and resulted in a CFPB complaint in which Citizens Bank admitted full guilt of placing my wife and myself into a program they were AWARE WE WERE NOT qualified for. They did this just to get us the advertised rate and to attempt to AVOID a CFPB complaint. My wife and I were over-qualified for the advertised rate - but unable to get that rate when applying over the phone. After Citizens Bank put us into a program we didn't qualify for ( without us being aware of this ) to get us the advertised rate - we were approved. When I received the approval letter there were some " blanket statements '' that nobody ( including people in the Office of the Chairman ) were able to explain - specifically charges that I might incur after accepting the loan. That when I decided to submit a CFPB complaint against Citizens Bank last year - which ultimately led to a TOTAL REVEAL AND ADMISSION OF GUILT in their response that they wanted to avoid a complaint to begin with and knew during the underwriting process that they were signing us up for a loan we did not qualify for. At that point I contacted XXXX XXXX and got the rate that Citizens Bank advertised to me - without a problem. To this day, I've been struggling with Citizens Bank to remove the hard inquiry from my XXXX. They've said they have submitted paperwork to remove it, but I've contacted XXXX and they've informed me that they have not received anything. I've been in constant contact with XXXX ( Office of the Chairman ) XXXX since shortly after the original credit hard inquiry on XX/XX/2019. At this point, the inquiry is still on my credit and is one of the only things tarnishing it. It should be REMOVED DUE TO FRAUDULENT BANKING ACTIVITIES which has already been PROVEN IN THE PREVIOUS CFPB COMPLAINT. Yet, Citizens Bank at this time has stopped cooperating and communicating with me. This is my last official attempt prior to civil action.
|
| 05/19/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I am buying a house in XXXX, NH. The transaction is being facilitated by the attorney XXXX XXXX, XXXX who has an escrow IOLTA account at Citizens Bank with a branch convenient to his office in XXXX, NH. Paper checks payable to the IOLTA account in the amounts of {$50000.00} and $ XXXX+ from a XXXX XXXX XXXX branch in XXXX , CA , were generated on-line and physically deposited by XXXX XXXX XXXX Citizens Bank at XXXX on Friday, XXXX XXXX, 2016, with the expectation that they would clear any hold within 3 business days ( e.g. by close of business yesterday, Wednesday, XXXX XXXX, 2016 ).
When an on-line review on XXXX XXXX revealed that the checks had not cleared, XXXX XXXX made a call to the bank to inquire when the checks would clear and was told by bank staff ( XXXX, sp? ) that the checks would not clear until XXXX XXXX. XXXX XXXX called the XXXX XXXX XXXX, CA Branch Manager and was told that the funds had been released and were not being held by XXXX XXXX, although he would look into the situation that was already beyond his control. I then called Citizens Bank ( before close-of-business on Wednesday, XXXX XXXX, 2016 ) and told XXXX to convey to the powers-that-be that I would be taking legal action if a certified check were not issued this morning ( Thursday, XXXX XXXX, 2016 ) from my funds, in the amount of $ XXXX+ payable to the seller, so that I can close on the purchase of my home.
At about XXXX ( XXXX XXXX ), I called Citizens Bank ( because no one had called XXXX XXXX, whom I designated should be called with their response to my complaint/demand ) and requested to speak with XXXX, but was connected to Branch Manager XXXX, who informed me that she could only speak with XXXX XXXX about the particular circumstances of his account, but when pressed with the evidence that no contact had been made after my call AND she told me that she HAD told XXXX XXXX what steps to take to have the funds released ( but he had told me he had no means to get the funds released before XXXX XXXX ), it became clear to me that a complaint is necessary.
|
| 07/24/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
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XXXX a 3rd party reporting agency who is not allowed to furnish any report without my consent ( 15 USC 1681B ) refuses to correct information on my consumer report with regards to an account citizens one auto finance. the account is fraud and i am in dispute with citizens one auto finance so until the matter is completed, XXXX should not report the account. the account was closed/written/charged off in XXXX of XXXX and XXXX has another charge off date as of XX/XX/XXXX, this is largely inaccurate and affecting my score. according to irs publication 4681 a charge off is claimed as income on my tax return so how is it reported as a debt? another inaccuracy! i have no contract with citizens one auto finance making me obligated to perform any duties to them, i have not received the original contract from citizens or XXXX. XXXX has refused to show me how they validated this report - what process was used, employee who handled the process, information that was gathered on the account for the report.
12 USC 12 & 83- states bank can not loan money so i'm confused on what citizens one auto is speaking of?
15 USC 41 & 1692g- the debt is now officially in dispute, by law all activities must cease until the matter is resolved due to the fraud of this matter i am able to right to recession 12cfr & 226.15 u.c.c. 1-201 & 4 -unathorized signature made without actual, implied, or apparent authority i have not been able to cross examine citizens one auto bank about the matter, i have spoken with representatives of citizens one auto bank but since the representative didn't sign the contract i need to speak directly to citizens one auto bank since that is supposedly has first hand knowledge of the situation, first hand knowledge refers to someone who was the witness and or saw or was in the room with me signing that contract, haven't spoken to anyone.
citizens one auto finance seems to be furninshing false and deceptive forms to make it look like i owe a debt 15 USC 169J 15 USC 1692b ( 2 ) -stating a consumer owes a debt when if fact eh consumer does not
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| 09/23/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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On XX/XX/2023 I attempted to transfer {$10000.00} from my bank account with Citizens Bank to an account I have with XXXX XXXX XXXX XXXX XXXX. I went through the process of verifying my AAFCU account with Citizens Bank, but my transfer was flagged as possible fraud, the transfer cancelled and my account frozen. After multiple attempts to get it unfrozen, I was able to clear the matter up with a Citizens representative over the phone on XX/XX/. I was told to initiate another transfer, and that there would be no issues on the next one. I proceeded to initiate another transfer of the same {$10000.00}. After several days of it not appearing in my XXXX account, I contacted Citizens Bank again regarding the transfer. I went into a local branch and dealt directly with a representative. He called the banks transfer department and was told over the phone that Citizens had definitely transferred the money and that XXXX must be holding it. I contacted XXXX and they said they had no record whatsoever of any transfer for any amount from Citizens Bank. Today I spent over an hour on hold to finally speak to someone at Citizens, who finally admitted that some mistakes were made but still made the claim that Citizens had attempted to send the {$10000.00} to XXXX, but that my credit union didn't verify that the account belonged to me so they wouldn't allow the credit union to accept the funds. The representative claimed that once they put a hold on the {$10000.00} until XXXX verified I owned the account I was sending money into, even though I had verified it before I was even allowed to attempt to transfer money. Then something timed out and they froze my account so they were " unable '' to return my money. They said that they're going to try returning the money now, but it's going to take several days to appear back into my account and there is nothing they can do about it. This seems insane, since they never actually sent and money in the first place. They've been holding {$10000.00} of my money and have not allowed me access to it for almost 3 weeks.
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| 06/17/2019 |
Yes |
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- Trouble during payment process
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Web |
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I have a mortgage with Franklin American. They raised my mortgage payment XXXX $ a month because they miscalculated my taxes and escrow account after paying on time for a year. They have refused to take partial payments or full payments.
I have been trying to work with them and pay what is owed and they are being unreasonable. My most recent of many interactions was on the phone with XXXX XXXX ( XXXX ) on XX/XX/XXXX. I was told that the reinstatement amt was XXXX $ and had to arrive by XX/XX/XXXX. A bank check for that amt was sent to XXXX XXXX XXXX. XXXX NJ XXXX ( the address that I was given ) on XX/XX/XXXX. I have received the bank check back and was told the it was not enough money. There is a stamp on the check for XX/XX/XXXX that was not from the bank or me. Now they are telling me that I have to pay their attorneys fees on top of the other fees that I owe which are over 1500 . I now have a mortgage of XXXX $ a month from XXXX $ a month. I am a single mother of XXXX young children. I would have NEVER signed a mortgage for that amount as I can not afford that. I have actually spoken to a few people that have bought houses in XXXX and this has happened to all of them. Every person that I have talked to has had their mortgage go up by at least 400 $ for the same exact reason. Why are Mortgage companies putting people in homes that they can not afford again. Franklin American has refused to work with me every time I have tried. They have not accepted any payment that I have attempted to make. They just want my house back. It is disgusting. I am a XXXX XXXX XXXX XXXX. If I gave patient care the way they run that financial institution patients would XXXX every day. I am responsible for knowing my job and treating people appropriately. They should also be responsible for their mistakes.
Most of the Communications were by phone as they told me they do not email communication. They did initially tell me that they would email me and that never happened. When I called back to ask the next agent told me they do not do email communication.
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| 09/14/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
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I went to the branch to withdraw {$1100.00} and the branch manager was at the teller area when it was my turn in line. She asked me how she could help and I asked to make a withdrawal of {$1100.00} as I handed her my ID. She asked me if I had a debit card and I said that I did not because I didn't have a checking account there. She asked me what brings me " up this way '' and I said that I work in XXXX XXXX ( a borough in PA less than XXXX mile away ). She asked me for my full social security number and I gave it. She tired sending me a code to a phone number that wasn't on my account ending in XXXX - XXXX explained that I didn't open the account at Citizens, that it was bought by Citizens from XXXX and it must have been from a legacy system when they did the transfer as it was my parents ' phone number when I was a kid. I asked her to complete the authentication procedures so I could make my withdrawal and be on my way. She said she couldn't. I asked why not and she said she didn't have to explain herself to me. I asked her why a drivers ' license, full social security number, and account number wasn't sufficient and she said she doesn't have to explain her system to me. She said that I had no signature on file. I said that I know I did because I had signed transaction slips there before and that I know they take electronic images of multiple checks I deposited there with my endorsement on the back. She said my behavior was abnormal and I said there's nothing abnormal about it and I said she needed some better training. I asked to speak with her boss and she refused. She later said she had no way to contact her/him. I said that wasn't plausible and then she said that she could put a request in for me to be called back. I asked her to do so. She asked for my phone number and I gave it. She then said I'd be called back in XXXX hours. I said that wasn't acceptable as I wanted a single-visit resolution to the issue. She said that isn't how it works and that she won't do the withdrawal. She then kicked me out of the branch ( and I left ).
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| 06/15/2022 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
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My private student loan through Citizen 's bank has been deferred since I have been in school full-time prior to all of this ( XXXX ), but I wanted to make a payment to keep down the interest. In XX/XX/XXXX, I used my stimulus check to pay on my student loan ( {$1400.00} ) with XXXX 's, while still in deferment. Then on XXXX of XXXX, I was notified by XXXX XXXX that both my student loans had been sent to collections as a charge off for bad debt because I did not pay for 6 months. They were still in deferment at this point and I didn't think that was possible, so I called Citizen 's and they informed me that regardless of the status I needed to pay $ XXXX now or they couldn't help me. When I asked, " This would have never happened had I not made that payment in XXXX. '' He replied, " I can not answer that. '' I reached out to a non-profit who helps individuals deal with loan companies, but they were only able to advise me to contact the collections through mail only & keep records of all external contact with them in case they try to break the law.
On my 3 credit reports, each total for these loan balances are different and some even note a {$0.00} balance. I have 4 accounts total on my credit report for XXXX student loans.
Having 2 accounts open on each loan has created an even greater derogatory mark on my XXXX XXXX ( 1 showing a balance & XXXX {$0.00} ), which has left me questioning what is really my total balance given the different info at every turn. The collections has also given my XXXX XXXX a hit and I am now dealing with both XXXX 's & a collection 's agency for the same problem all while not making an income.
This morning ( XX/XX/XXXX ), I received an email from XXXX stating that SOMEHOW my loan is back with Citizen 's & now I need to start paying them $ XXXX starting XX/XX/XXXX, when I'm still a full-time student & should have never been taken out of deferment to begin with & no reparations for the irreparable damages done to my XXXX XXXX or the collections agency who is still trying to collect on the $ XXXX themselves.
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| 02/08/2016 |
Yes |
- Consumer Loan
- Vehicle loan
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- Managing the loan or lease
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Web |
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I have an auto loan with Citizens One Auto Finance of XXXX, RI. My loan is current to date and always has been. I have an excellent credit score of the high XXXX/low XXXX. My loan has no pre-payment penalty clause. This is where the problem starts, on four separate occasions to date I have sent payments for principal only to be applied ( when my bank provided remittance slip shows {$0.00} due ). I put the amount in the Principal line and they repeated ignore this direction and continue to treat it as a regular monthly payment and split the payment as interest and principal. In addition this bank makes it very hard to make a principal only payment, you can not do it via their on-line loan payment tool, you can not do it via my own bank 's pay bill by putting " Principal Only '' in the memo field, and apparently they ignore the information on their own bank provided remittance slip.
When i call the bank it has been a mixed bag in getting anyone to do anything. One representative told me this is not like a mortgage ( whatever that means ) and that the bank will always split to get the interest they are due. Others tell me they will put a work order in to have the transaction corrected.
This sounds and seems very much like a back handed way to get around the no-prepayment penalty portion of the contract.
I have never dealt with a consumer finance organization like this that makes it exceedingly difficult to reduce your principal amount. Right now it is a stalemate. I never pay bills via check and the postal service any longer except for this bank. So now I have to write a check, send in the remittance slip, pay the postage, and then login to their online portal after payment is received and see that they took the interest out again. I call their call center, complain, and hopefully get a rep that understands the situation and backs out the transaction.
Please look into this, if they are pulling this stunt on financially able consumer like myself, what are they doing to the less fortunate.
I smell a rodent here.
Sincerely, XXXX XXXX
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| 09/21/2015 |
Yes |
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- Loan modification,collection,foreclosure
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Web |
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Seven years ago, I contacted CCO mortgage to re-financed my XXXX mortgage when my personal business sales started to decline. However, after four years and multiple denials for re-financing, in early 2011, I reached a point that I could no longer pay either my XXXX or XXXX mortgages in full. I then applied for a loan modification, and was turned down yet again by CCO. In XXXX 2011, with the help of XXXX ( XXXX ), I successfully obtained a loan modification on my XXXX mortgage, so I immediately contacted CCO to request their assistance to modify my XXXX mortgage since my XXXX mortgage had been modified. CCO told me they could not modify the loan because they had made a decision to charge it off, and the mortgage was no longer active and unavailable for modification ; however, they still expected to receive payment of the loan. CCO said the charge-off would be reported only once to the credit bureaus and that it would not be a recurring delinquent report, but I would have to make provisions for me to re-pay the loan without interest under a new payment agreement. I met with a CCO Mortgage representative, and made a new agreement for a monthly re-payment amount, and began making payments to them. However, the recurring negative reports started immediately and when I disputed them, they not only refused to discontinue the negative them, but also added a cumulative delinquent amount, and information that implied that the loan still active ( when they told me it had been closed out ), but that I was " X amount '' delinquent in my payments, and that amount increased each month. So, I am now in a position, when I 'm repaying a loan under a new agreement, but it 's being reported delinquent under my old mortgage loan number. CCO apparently is trying to destroy my personal credit on an on-going basis, but it 's also destroying my ability to obtain business credit where I have to be personal guarantor. In fact, XXXX XXXX XXXX closed XXXX of my business credit card accounts after reading the negative information that CCO 's derogatory reporting.
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| 06/18/2018 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
Servicemember |
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My name is XXXX XXXX and I am a XXXX veteran. About three weeks ago I went into the hospital for treatment for a XXXX I have called XXXX XXXX. My finances have been messed up since I missed a benefits pay but I have existed. Most recently I forgot ( due to my hospital entry ) to cancel auto payments on a credit card and my bank account causing my account to become overdrawn. Since then I have scrambled to come up with funds to cover the OD and I have been charged over {$300.00} in fees by citizens. I contacted them asked to have the fees waived. I exist on about 1000 a month or XXXX a week. These fees have me in such a bad situation my health is being affected because I cant afford a XXXX XXXX. I have borrowed and begged but I need assistance from the bank at this point. I am once person one drop in the bucket and your bank doesnt need my blood. Please I am asking you to not penalize a sick man. All of the fees you have charged me is putting me at further risk and even though I am young, I am XXXX XXXX bound, am unable to XXXX and relied on my nurse for most of my purchasing. While I understand you need to make a buck off the backs of those who use your services, this XXXX XXXX doesnt have any more space on his.
All of these fees came about because I didnt get a transfer because I was in the hospital and sick and forgot to transfer the money to cover my auto payments but I stand by the fact if the account was over drawn Citizens shouldnt have sent THEIR auto payments. They arent responsible for the auto payments I had with XXXX and XXXX XXXX but my account was OD by {$900.00}. And look how many were fees??? How is this not predatory! And my account is STILL Overdrawn!!
I am asking that you help me recover these funds.
Sustained OD on XX/XX/XXXX {$30.00} Returned item fee XX/XX/XXXX {$35.00} Sustained OD on XX/XX/XXXX {$30.00} Sustained OD on XX/XX/XXXX {$30.00} Overdraft fee on XXXX {$140.00} ( Citizen bill payments were sent on an OD account while I was hospitalized ) Overdraft fee XXXX {$35.00} Overdraft fee XXXX {$35.00}
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| 06/13/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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I was a victim of fraud on XX/XX/2023. Someone pretending to be XXXX XXXX got into my phone and payed themselves {$1000.00} from my Citizens accounts. {$500.00} was paid through XXXX, which I have never used in the past. I was refunded that {$500.00} from Citizens and that case is now closed. The other {$500.00} was through XXXX XXXX, out of my citizens checking account, which I also have never used in my life. It was paid to a foreign name, not a business. I received a {$500.00} refund from Citizens for XXXX fraud, but 1 month later, they took it back claiming XXXX said fraud did not happen. I have no idea how XXXX XXXX would know that, they weren't the victim, and they also had no idea another {$500.00} was stolen and already refunded by Citizens. I called Citizens over and over and over. They kept telling me it was denied, I wasn't getting my money back and there is no way for consumers to get in touch with the fraud department. I asked over and over for a call back from the fraud department to explain that within a few minutes, this person stole {$500.00} and {$500.00} from me and they approved the refund for the XXXX {$500.00} and not the XXXX XXXX. II never received a phone call. They were within minutes of each other to the same name. Again, they said it was because XXXX XXXX claimed there was no fraud, but I have absolutely no idea how XXXX would know that. I also don't think it is fair that Citizens refunded me the {$500.00} for XXXX, but took it back a month later. I was a victim and I cried for hours over this. I never used XXXX or XXXX money ever in my life. I changed all of my cards through Citizens. I still use Citizens because all of my bills are paid through them. I intend on switching banks if this does not get resolved. I have been a customer with them for over 18 years and this is not how you treat your customers. {$500.00} is a lot of money for me and my bank should protect me if fraud happens through my accounts with them. I am very unhappy with them, this situation and their customer service for fraud issues.
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| 09/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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|
Web |
Older American |
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In XXXX I received an email from Citizens that my mortgage payment was late. As this was not correct I went to my bank and obtained proof that they had received the payments. I contacted Citizens and I found out they had rejected the payments due to the fact they had changed the payment amount. I had not been notified of this change. I questioned where this notification was sent and they provided an address that was not mine. We determined my ex-husband had committed wire fraud, I then sent them my divorce papers, the quit claim deed showing he had no right to the house and I was the responsible party. On XX/XX/XXXX I spoke to XXXX at Citizens about assuming my mortgage due to divorce. I was told they would mail me papers to complete to assume the mortgage. It took them over two months to send them and several phone call from me to them to actually get them to mail them to me. Over the last year I have sent them the paperwork they requested for me to assume the loan. I have also provided them with a W-9 as well as my husband 's death certificate. They will not refund the two mortgage payments they rejected even though they confirmed in XXXX the checks had not been cashed. This is {$3200.00}. They took over a year to change my name despite me providing them with the documents showing I had been granted a legal name change by the court in XXXX of XXXX. Then in XXXX of XXXX they emailed me an escrow refund check made out to my now deceased ex husband and me in the amount of {$730.00} however they had still not changed my name and I can not cash this check. I have had numerous conversations with Citizens and have even been put in touch with the Chairman 's office but despite being told by them all I need to do was sign one document to assume the loan I have been unable to do so. they continue to ask for documents they did not need to deliberately delay this and I believe they did so to prevent me from refinancing my loan with another company while the rates were lower. I also think they may be discriminating against me due to my age.
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| 08/20/2020 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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On XX/XX/2020 I deposited 3 amounts, XXXX, XXXX, and XXXX. I had a positive balance in my account prior to making the deposits of XXXX as shown to me both on the web application for Citizens bank and the mobile application. I took screen shots of the mobile application. Two of the amounts were checks and did show on hold but appeared to credit my account on XX/XX/2020. I can show this in a screen shot as well. I had a positive ending balance on XX/XX/2020. I was charged overdraft fees on XX/XX/2020 of XXXX, 7 overdrafts at XXXX each. This caused my account to go negative and generated true overdraft transactions. I was then again charged overdraft fees for those transactions and then again today on the XXXX. At no time was my account negative where I was shown the reasoning for the overdrafts. It is deceptive practice fr Citizens Bank to have done this! I am now almost XXXX negative, XXXX that was caused by Citizens Bank and XXXX I do not have. I indicated to the that if they are seeing something different than I am on the front end application through the web or mobile then it is deceptive to the user, me. I want the charges reversed and the admittance of a mistake or a blatant misleading to the consumer. I understand if I was negative and charges went through that forced a negative balance but in this case it did not. And the overdraft charges are continuing to cause overdrafts. I called the Federal Trade Commission and they gave me your information. How can they do this to someone in this time with all that is going on? Did they think I wouldnt notice the positive balance in my checking account?? How can you cause someone to go XXXX negative???
I was part of a class action several years ago where Citizens did this type of thing to many people, it was determined as deceptive and many were awarded refunds. I received a refund of all the overdrafts for a period of time.
I want the charges reversed. I did not cause this issue Citizens did, and charging me for something that was not an issue as far as I could see is not right.
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| 05/23/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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|
Web |
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Upon reconciling our main checking account on XX/XX/XXXX , it was notic ed that there was a banking error with a check. Also noticed was that our ATM checking account was being charged insufficient funds fees. The customer service representative looked back into the account and informed us that the account was being debited these fees since the inception of the account dating back to XX/XX/XXXX . We are enrolled in the Platinum account series. Quoted from their Personal Deposit Account Fees and Feature s Guide : How to avoid monthly maintenance fee - Waived with a {$25000.00} monthly combined deposit and investment balance across your linked accounts.
- Certain accounts can not be linked but may be used for relationship pricing. The Monthly Maintenance Fee is waived upon request if you also have the following accounts with us or our affiliates with a {$25000.00} monthly combined balance across the Platinum Checking account and any of the following accounts : 1 ) certain out of state deposit accounts and 2 ) select investments.
Our accounts fell within these rules and none of them should not have been charged any fees.
We were asked why we did not notice this earlier to which we responded that we were of the understanding that our accounts should not be charged fees based on the above information. One of bank representatives asked us to submit a statement of hardship to help this request that nee ded to be elevated to the Regional Manager.
On XX/XX/XXXX we were refunded directly to the account, {$150.00} ( six months back ) of the { $330.00} we were charged. We were also told that this was all we would be refunded and we were " lucky to get that amount. '' We were also told that it was " your fault for not keeping up with the account ''. Truth is we were keeping up with the accounts, just not the ATM account since we only kept a few hundred dollars in it at any time. Something else to note is that for the firs t two months that t he account was open, no fees were charged. The fees began to show in XX/XX/XXXX .
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| 10/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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XXXX I got a mortgage with Citizens One. It included PMI. Over the next 10 months I did XXXX in renovations on my house.
XXXX - Citizens One requires that if you want to apply to drop PMI, you have to write them a letter. They have no phone number or email address for this. It is very hard to get contact information. But I wrote my letter - detailing the improvements on the property and paying my fee to have a broker come examine it.
XXXX - A broker goes to my house when I am not home. I get a call when he arrives with no notice. He drafts a report. The report says " Per the Owner/Borrower there have been no improvement since loan. '' This is clearly untrue. I need the appraisal to be about XXXX higher than my purchase price, and the changes we have done are transformative - but the broker does not know this - because no path was available for him to get that information.
XXXX - I get the report in the mail. Getting a hold of customer service is a nightmare. When I can get a person, none of them know anything - they do tell me to call the broker. I call him. He says he has no data and my only course of action is to talk to the bank. I await a PMI specialist to call me - which has not happened yet.
There should be a simple process for me to submit my information and it should have been taken into account by the broker. I paid for his assessment. I would like another broker to be assigned to go back, at no cost to me, to complete an accurate report and I would like to see that report reflect the list of changes made.
In XXXX, I have completed a XXXX landscaping project that leveled a huge section of the back yard. The current report says that my sloped yard detracts from the value. So, this project should add even more value.
At this point I have plenty of evidence to offer that PMI is not necessary - but the bank is purposely making it impossible for me to show them evidence of this. There is no reason the process should be this hard - but it is an advantage for them if it is, because then they keep collecting from me.
|
| 01/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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I have two mortgage 's with two different companies, one has been fine while the other ( Citizens One Home Loans ) has continuous issues with billing and payment processing. The most recent incident was frustrating because I received the statement for my XX/XX/XXXX payment, I paid the payment as billed, but in progress the company changed the payment amount for the month of XXXX XXXX payment which was already billed and paid. They received my payment check, cashed it, but never applied it to my loan. Subsequently, after the payment due date I'd received another bill for the XX/XX/XXXX payment due with a different payment amount. The new bill didn't reflect the payment I had already made, so I checked their website. The website reflected the money I sent as received, but not appied to my account. I was being held in a suspense account. I called to inquire and they said that because it wasn't sufficient to cover the newly billed amount they couldn't process the partial payment.
I called regarding the issue after 2 hours I was advides the company would not apply the payment as of the date they received funds which I feel unfairly allowed them to hold my money and continue to charge me interest on a higher principal amount for a period of time as result.
I feel it was also confusing that they send new statements for the same due date as previously billed having a different payment amount, I would think that if a change was needed it should have been effective the following month which had not yet been billed or paid. Neither the statement or the website reflected that I owed only the difference from the amount I'd already paid and the new statemented amount. Neither the statement or the website explained why the payment I'd already made was being held in this suspence state.
I feel their practices are deceptive and unfair to the consumer. My second mortage company sends clear communications and consistent billing, while this company is sending me different statements every over other week without clear communication of why.
|
| 02/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
Citizens Bank is not honoring a student checking account agreement that does not permit overdraft.
On XX/XX/21 Citizens Bank disbursed {$9000.00} from my son'sstudentchecking account, overdrawing his account by {$8800.00}. That money was not available in his account and should not have been disbursed.
I have tried to address this issue directly with the bank. Citizens Bank has referred me to their mobile deposit agreement. Based onCitizens mobilebanking agreement, the no overdraft selection in my son 's student checking account agreement applies.
The Mobile Deposit Service Agreement states, " Other agreements you have entered into with the Bank... ( collectively, the 'Account Agreements ' ) are incorporatedby reference. '' " Other agreements you have entered into with the Bank in connection with your Citizens Bank accounts and other services, including but not limited to, as applicable, the Personal Deposit Account Agreement ( including Arbitration Agreement ), Business Deposit Account Agreement, Funds Availability Disclosure, Consumer Privacy Notice, Online Privacy Policy, Fees and Features Guide, and Account Signature Card ( collectively, the " Account Agreements '' ) are incorporated by reference and made a part of this Agreement. '' https : //www.citizensbank.com/mobile-and-online-banking/service-agreement.aspx This issue stems entirely from the bank 's error. The bank should not have disbursed these funds based on the overdraft policy in effect on my son 's student checking account, incorporated into the mobile banking agreement.
Citizens Bank is violating this agreement and in a highly unethical manner, looking for any way toto recoup the loss incurred by their error. They have taken {$8800.00} from my savings account to recoup their loss, and cover the overdraft fees -- proving that, yes- this is an overdraft. The bank has violated theterms of the account agreement by permitting this overdraft and should return the funds they have taken from my account.
Happy to provide additional documentation as requested.
|
| 11/25/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
- Trying to communicate with the company to fix an issue with the application process
|
|
Web |
|
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On XX/XX/, I received another letter from Citizens Bank, where I have a checking account and two credit card accounts, telling me I am pre-qualified for a HELOC. I have received several of these letters but have mostly disregarded it. This time, however, I realized that my getting these letters was potentially a problem. Looking at the letter, it says that I am pre-qualified and given a prospective credit rate based on my " strong credit score '' and that the offer is " on the basis of [ Citizen Bank 's ] knowledge of you as a customer and your standard customer credit profile. '' This is a bit of a red flag to me, because, per Section 604 ( e ) of the FCRA, I opted to be excluded from lists that would provide credit information for such pre-qualifications for what the FCRA calls " a credit or insurance transaction that is not initiated by the consumer. '' It is possible that they are basing the pre-qualification based on information they have via my opened accounts, but they should not be able to get my credit score from an XXXX for this purpose. I called multiple customer service lines to get clarification and no one was able to offer it. I asked for a way to submit consumer complaints to the bank and no one was aware of any way to submit such a complaint.
I am concerned for the potential for the following : an XXXX is providing my credit score in violation of section 604 ( e ) of the FCRA and/or Citizens Bank is compiling a credit score internally which I'm not sure is appropriate under the FCRA. They may also not be a credit score involved in this pre-qualification, just a risk score based on my accounts with them, but they were not able to verify that and their communication states otherwise. If there is no credit scoring involved in these offers, they should update their communications to be more accurate. Furthermore, I am concerned that bank employees are not able to answer that question and are unable to provide a means to submit a consumer complaint. I was also unable to find a way to submit a complaint online.
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| 07/18/2022 |
Yes |
- Debt collection
- Credit card debt
|
- Communication tactics
- You told them to stop contacting you, but they keep trying
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Web |
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XXXX XXXX XXXX XXXX began calling me on XX/XX/XXXX regarding a charged off credit card consolidation account. I believe my account originating from Citizens Bank switched companies at some point prior to this. Up until about three weeks ago, it was being handled by a company called XXXX XXXX. I have six different unsecured accounts at the moment. Only one of those companies ever had the actual decency to write to me and e-mail me notifying me that they've sold the account to another company, and every other time I end up finding out through trial and error, but I digress. This complaint pertains directly to XXXX XXXX XXXX XXXX.
I received their initial contact letter at the beginning of XXXX. I sent them a small monthly payment check and a printed response letter on XX/XX/XXXX. Part of my letter reads : " Please do not call me. I am NOT demanding that you cease all communications with me, but please only contact me in writing. '' Well, my bank records show my check cleared on XX/XX/XXXX, so I know there's no question on whether or not they received my letter. They tried calling me again at the end of the day on XX/XX/XXXX. On XX/XX/XXXX, not only did they NOT comply with my peaceful request to stop calling me, they actually escalated their activities. They called my cell phone again at XXXXXXXX XXXX They also tried to call my XXXX mother 's home phoneline a minute later at XXXXXXXX XXXX to start bothering her for no reason when she has nothing to do with my debt. They've been notified in writing to only contact me in writing. How much more blatant can they get?
I've attached phone logs of all the call attempts for reference. XXXX also attaching a copy of my letter I sent them. My cell phone is set to forward unknown callers directly to voice mail without ringing my phone. It doesn't block calls. I have never spoken to XXXX XXXX XXXX XXXX on the phone personally, nor do I intend to. From my experience, phone conversations are where things start going wrong, and then everyone ends up debating over who said what later on.
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| 10/13/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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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.
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| 05/23/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem when making payments
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Web |
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Hello!
I'm sending this complaint to let you know that Citizens One, who finances XXXX XXXX loans, does not abide by the Federal Periodic Statement rule. They do not provide monthly statements with interest rates, fees, and pre-payment information.
XX/XX/2020 After reviewing my emailed " Payment Reminder '' with only balance and payment amount, I created an online account to be able to see my interest rate, and be able to pre-pay my loan. As this information was not provided in my " Payment Reminder ''. I receive no other form of communication, including Statements, from Citizens One regarding my account.
My online account does not display my interest rate, nor pre-payment information, nor any way for me to make additional payments.
I navigate through the customer service number to check through the menu options to see if I can find my interest rate, or able to pre-pay, or if there is a penalty. I can pre-pay, however, the message ( recording ) says that I need to check my original loan documents to see if pre-paying is advantageous. This makes me apprehensive that there is a pre-payment penalty.
I called to see how I can find this information. In summary, I would need to be transferred to a different department that would then be able to send me the truth in the lending document associated with my loan and the helpful customer service representative told me my interest rate, verbally.
The only information that this company sends monthly is an emailed " Payment Reminder '' which does not include the interest rate, fees, or pre-payment information.
As a side note, and possible separate issue from statements, are companies required to allow customers to make additional online payments? Because that is not an option ( only by phone ).
While this company helps answer questions, they should be sending statements with the interest rate, fees, and prepayment penalties.
Thank you! This is a HUGE loan provider considering 100 million people in the United States own XXXX.
Keep up the good work and stay well!
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| 03/11/2017 |
Yes |
- Money transfers
- International money transfer
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- Money was not available when promised
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Web |
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I had an emergency situation to transfer money to someone in XXXX XXXX. I choose the wire transfer methods as this is the fastest method to transfer money. I worked with XXXX ( Branch Manager ) in Citizens Bank XXXX XXXX branch inside XXXX XXXX. After understanding all the information for the recipient bank and intermediary bank XXXX processed the wire on XX/XX/2017 and he informed me that the money will be in recipient account on XX/XX/2017. I did express the urgency of this and he assure everything will be ok.
Until today XX/XX/XXXX the recipient has not received the money. When I called XXXX he said he has put a tress on the transfer. I called him every day and he could not get any response on where is the money until today. He gave me the number for wire transfer department. I called them every day and they have no idea where this money went. I transfer XXXX dollars and they ca n't find this money. They could not provide any estimated date when they will have any information available for me. There answer is they do not have any updates and it may take several days to investigate.
I have told XXXX and XXXX XXXX ( wire transfer manager ) that it is costing me {$500.00} per day in penalties/inconvenience fees for each day the money get delayed.
Unfortunately this bank took nothing seriously and keep telling me that they ca n't do anything at this point.When intermediary bank response they will contact me.
The Citizens bank should be responsible for my money and for their process and for agreement with their intermediary bank. I ca n't be responsible for their miscommunication and ignorance. I do not deal with their intermediary bank. How can I be responsible for communication between them. when I asked them if I can talk to some serious level person at Citizen bank they said they will escalate but I have not received any other information or solution for the problem.
Please help me to find my money and help me to pay this additional charges that incur because of Citizen Bank process and inefficient dealing.
|
| 01/23/2017 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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On XX/XX/XXXX, the banks were closed. Prior to that on XX/XX/XXXX I had a pre-authorized payment to XXXX scheduled. I checked my account on XX/XX/XXXX and the payment had not been taken out. I checked on the next day the bank was open which was Tuesday XX/XX/XXXX to see if the pre-authorized debit had been taken out, and it had. Unsure why the pre-authorized debit had taken an extra business day to post to the account, I called the bank. My account was positive at this time on XX/XX/XXXX. I was looking at the account on my tablet as I spoke to a rep ( there should be a recording on XX/XX/XXXX of this conversation ) who also assured me that the large pre-authorized debit which should have been taken from my account on the scheduled date of XX/XX/XXXX had actually been PAID and POSTED that day, XX/XX/XXXX. We could see there were other PENDING OUTSTANDING debit items on hold ( which do n't incur overdraft fees, you just make sure the money is in the account prior to them being posted ), but my account was NOT NEGATIVE. The next day on XX/XX/XXXX, the items had been re-arranged to show that they were NOT ON HOLD ANY LONGER for XX/XX/XXXX but they actually were showing PAID on XX/XX/XXXX ( even though they were purchases made well AFTER the pre-authorized debit that had showed paid on XX/XX/XXXX ). This resulted in a fee of {$35.00} and a subsequent sustained overdraft fee of {$30.00}. I called the bank and told them that I disagreed with how the transactions were processed and that I wanted a rebate of the fees. I was told that since they had rebated a fee previously for the same issue, ( being told an item was paid but it actually resulted in an overdraft and it should not have ) I would not be able to have the fees reversed. A few years ago, I remember this bank having an issue with the way transactions were posted which resulted in them collecting fees on consumers ' accounts that they should not have which resulted in a class action lawsuit to reimburse their customers. I think something similar is happening again.
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| 04/10/2015 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
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Web |
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I have XXXX checking accounts with Citizen Bank. XXXX is a primary that has a XXXX plus balance anther is a older account that was setup for direct pay of utilities balance usually {$1000.00} or less. The bank suggested that I cancel the utilities direct withdrawal. I did cancel the utility direct withdrawal. The bank also suggested and demonstrated the online bill pay feature. I went on my online account and started paying bills online. When you click the pay bill online button it does NOT give you the option of which checking account to to with draw from, it just chooses which ever account it wants. On the next screen the site just defaults to a checking account it calls " default checking account '' showing just the last XXXX numbers which on the the main page shows just the last XXXX. This is where it gets misleading and confusing. You see the terms " default checking account '' and XXXX digits. If your not looking closely you can start paying bills like its your primary checking account. I started using bill pay with smaller bills and seemed to work fine. Then I started paying bigger bills and it over-drafted XXXX times in two days due to using the incorrect account number that the system defaulted. In my case it defaulted to my non primary utility paying checking account and rang up {$170.00} in fees which Citizen would not credit. It never gave me the option to CHOOSE a account initially and then defaulted to an account I never use and has insufficient funds. If the system defaulted to a specific checking account it should have defaulted to my XXXX account which it did not. I believe that bank defaults the pay bill feature to the account with less funds in it. Citizen could not give me a explanation for why the system defaulted to the secondary account and cost me {$170.00} in fees. All they can say is that the you can change the account after the SYSTEM CHOOSES a account for you. I want to CHOOSE my account not have the system default to which account it feels like.
I feel that this is happening to others.
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| 06/16/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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Web |
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XXXX XXXX XXXX came to my door and informed me of their promotion. No upfront fees, no install fees, and cost of equipment simply rolled up into the monthly fee of {$78.00}. Plus they would send me {$400.00} in gift cards for signing up and 3 months free. I agreed and said this sounds great. I had no idea that the sales rep was opening up a line of credit in my name with Citizens Pay. The sales rep was unethical in that he should have stated up front that the cost of the equipment is around {$3000.00} and we will need to open up a line of credit in your name. In fact when he handed me his tablet it asked me for my full SSN and I asked him why would you need this and if my credit is going to be run. He said sometimes the system asks for it but don't worry you are already approved to be one of our customers and no your credit is not impacted. He then said he had to put me on video but before he did this he coached me on exactly how to look ( not look away and simply confidently say yes ) He said the jargon used is legal stuff. I didn't pay much attention as I trusted him. A month later I find out I have a line of credit on my credit report. Also he said it would be 3 months free ( I had to call XXXX to fight them on that to get them to set that up, the bill is not {$78.00} but {$89.00} and they billed me for the installation over {$200.00}. WOW! So unethical, deceiving, and he did this to soo many people in my community. I would have never signed up if he was honest and said " look you need to apply for a line of credit in order to pay for the equipment '' So many XXXX violations. I had no clue I was opening a line of credit. I work in banking and I am very familiar with the law and XXXX is willingly breaking the law with their door to door sales practices. Yes I signed everything that was on his tablet because I trusted him and he simply pointed and said sign here so that is why XXXX will not change anything. In fact this sales rep advised me not to call XXXX if I had any questions but to text him for any problems.
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| 03/22/2023 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
Servicemember |
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This is the third complaint I have made to CFPB regarding this issue.
Citizens has now said that we canceled the modification on two seperate dates. On XX/XX/XXXX a represenative in Loss Mitigation told me that there were notes on my file that I called on XX/XX/XXXX to cancel my modification. XXXX XXXX responding on behalf of Citizens ' to my CFPB Complaint # XXXX, states that bank records indicate I called on XX/XX/XXXX to cancel my modification. Attached is the 'No Oral Agreements ' page of the modification as well as my phone records for XX/XX/XXXX and XX/XX/XXXX. No call was made to Citizens ' or the VA.
If the VA is communicating to Citizens that they can't use my original paperwork because of the error in numbers signed and accepted by all parties, then Citizens needs to write-off the mistake they made and honor the terms signed by all parties. Had they done this in a timely manner to begin with, all parties could have signed the new numbers and this would have been handled long ago. This is now 13 months of fighting to get this straigtened out. And there are a couple of significant reasons that we are not willing to complete an entirely new package. Number 1 - interest rates are significantly different than they were when this fully executed modification was put into place and we made eight payments as agreed on the modification. Number 2 - our credit score has taken a substantial hit due to Citizens ' errors.
I received two letters both dated XX/XX/XXXX. One indicates that I have contacted Citizens requesting information regarding Foreclosure Prevention options and that XXXX XXXX would be my one and only contact person at Citizens. The second indicates that Citizens has received my request for Loss Mitigation assistance and my financial package that they are in the process of reviewing. Again, Citizens is contradicating themselves and providing information that is untruthful. At what point does someone take action and make Citizens fix THEIR mistakes without it having a substantial consequence to me.
|
| 08/07/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
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Web |
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This complaint is regarding my online baking with Citizens Bank ( Citizens Financial Group , Inc. ). I am using my online baking bill pay feature to pay a credit card bill at XXXX XXXX. The Citizens Bank bill pay feature allows you to enter an " Amount '' to pay and a " Deliver By '' date. On Monday morning XX/XX/XXXX, I entered the " Amount '' of {$3200.00} and the " Deliver By '' date of XX/XX/2018 and submitted the payment. After the payment is submitted I received a confirmation page indicating that the payment was scheduled for a '' Deliver By '' date of XX/XX/2018.
The due date on the XXXX XXXX CC was XX/XX/2018. On XX/XX/2018 I noticed a late fee from XXXX XXXX in the amount of {$32.00} as well as {$51.00} in interest ( I pay the full amount every month to avoid interest ) and called XXXX XXXX. They stated that they did not receive the check from my bank as of yet. The waived the late fee and asked that I check back in a day or two as maybe it was in transition.
On XX/XX/2018 I checked my online baking and it stated " Check # XXXX was mailed to XXXX XXXX Credit Cards for receipt byXX/XX/2018 '' however XXXX XXXX still did not receive the payment. I then called Citizens back and they stated that the check was sent out, possibly on the XX/XX/XXXX and that it was the US Mail who did not deliver it yet.
My complaint is directed at Citizens deceptive wording on when the check is delivered. Using the words " Delivered, '' " Delivered By '' and stating " Check # XXXX was mailed to XXXX XXXXXXXX Credit Cards for receipt by XX/XX/2018. '' are inaccurate. Because of this I incurred interest and a possible late fee not to mention a hit to my credit history.
Additionally when I called Citizens Bank and had to wait 26 minutes on hold for someone to speak with, they started to tell me that the word " Delivered '' and " For Receipt '' means it could have been mailed or sent electronically from the bank on that date and that XXXX XXXX would not receive it for 3-5 days however they didn't seem sure themselves.
|
| 03/30/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
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|
Web |
Older American |
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I applied for an increase in the {$600.00} limit on my Citizens Credit Card. The Citizens denial letter listed the reason for denial as : " Due to your recent credit line increase on your account. '' I called and learned this reason was NOT TRUE! The real reason was a " Bureau Score Reason '', i.e. " XXXX payments due on account ''. I told the Citizens agent that I had over {$100000.00} invested with Citizens and had a four-month issue with XXXXXXXX XXXX that I have been challenging but have been unable to receive any acknowledgement from XXXX XXXX . I run the XXXX XXXX XXXX XXXX XXXX and help people XXXX XXXX. They tend to have no credit. In trying to help someone establish credit, I registered with a XXXX XXXX cashier for XXXX XXXX credit card. I stipulated that the limit would not exceed {$1000.00}. The cashier agree and said absolutely the limit would not exceed {$1000.00}. The person for whom I was establishing credit, was present and is willing to testify to everything I've mentioned. After receiving the XXXX XXXX CC and the person started using it, I learned that not only had XXXXXXXX XXXX unilaterally increased the limit but even allowed charges exceeding their unilaterally increased limit. I have written and used email to communicate with XXXXXXXX XXXX ( including their XXXX XXXX XXXX XXXX ). They mailed me a 12-pagXXXX credit card agreement document which they claimed was the binding contract. Until receiving this document I never saw it nor was it ever referenced during my contact with the XXXXXXXX XXXX cashier. I maintain the original " binding '' contract between me and XXXX XXXX is the agreement reached with the XXXX XXXX rep. ( i.e. their cashier ). XXXXXXXX XXXX apparently ignores this binding contract. I continue to communicate with them in an effort to deal with the truth of what happened. So far they have continued to ignore the truth and instead rely on a fictional reality that I was given their credit card agreement document when dealing with their cashier, but again this is not the case.
|
| 06/20/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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On XXXX XX/XX/2023, my family and I enquired about a rental property on XXXX XXXX. We verified the " landlord 's '' contact information and the profile information seemed to be consistent with the property details. A 3rd party phone number reached out from XXXX from XXXX.
The property add was taken down once we filled out the " application '' and were " approved '' for the background check. We checked the Pennsylvania law for the application fee and it seemed to be consistent with PA-law. Before paying, we asked if we would be refunded if we were not approved for the property. My sister submitted a complaint with the XXXX XXXX XXXX XXXX. Through XXXX XXXX XXXX, another person 's identitaty was used for the property and we were dubbed into paying an application fee of {$200.00} with a promise for a refund.
The property is not on the market for rental, and the {$200.00} was not refunded by the owner as promised.
Additionally, they insisted that a tour of the property would promptly be arranged after a deposited of {$1000.00} for the security deposited was transferred through XXXX. On XXXX XX/XX/XXXX, I wire transferred the money to a different account from the previous account that were given : " XXXX XXXX '' and I was not refunded the money for the security deposit in spite of the " contract '' saying the security deposit was refundable under the " delivery of possession '' section. Immediately when I suspected the fraud I reported it my bank, Citizen 's bank, the file a claim. This happened the day of. Citizens found my claim to not be credible, in spite of the fact that I could present phone transactions, a false " contract '', and my prompt reporting. I tried to present everything the following day to my near by branch, but the accountant insisted that they didn't deal with claims or investigations. I'm very displeased with the customer service as I had been a loyal customer for nearly 15 years. My sister 's bank, XXXX, took in a detail account for her scammed {$200.00} and did an actual investigation.
|
| 01/15/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
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When my daughter moved to XXXX in XX/XX/XXXX, she closed her joint Citizens Bank XXXX checking account with me and opened a checking account with another bank.
Citizens Bank XXXX erroneously kept her account open and over the next several months there were charges under {$10.00} to the account to which Citizens added an overdraft fee of {$20.00} each time. Only one of these were charges that I recognized or from a merchant that my daugher or I regularly patronize. I paid that charge and several others even though each time this happened resulted in a $ XXXX- {$30.00} transfer from her overdraft account to her checking account ( returning the checking balance to {$0.00} ) but then I would have to pay the $ XXXX-XXXX overdraft bill.
Each time there was a charge we didn't recognize, Citizens 800 number agents would apologize and most promised to close her checking account for real so it would stop happening. This went on for months with me paying about {$110.00} for these charges until Citizens finally agreed to close the account and waive the last charge which was not one we recognized, but then Citizens sent me a collection letter to which I replied in detail and never heard more from Citizens.
As evidence that this matter was resolved and no money is due, I have a screenshot of my daughter 's Citizens Bank Massachusetts account ( on which I am a joint owner ) shows no overdraft balance and a checking balance of {$0.00}.
Unfortunately, in the meantime Citizens Bank without my knowledge placed an eroneouos overdue account notice on my credit report which has never been removed. This is on my credit report so that ( as I found out this morning ) I am being rejected as a guarantor on my daughter 's pending apartment applications in NYC.
I have tried calling Citizens Bank MA ( XXXX ) to fix this problem but gave up after 20 minutes on the phone, mostly on hold, without any progress. If Citizens doesn't fix its mistake in the next 72 hours, my daughter may not have a place to live on XX/XX/XXXX. Help!
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| 10/09/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
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|
Web |
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On XX/XX/18 I began communicating with an individual about purchasing concert tickets for a concert that was taking place later that evening. After texting back and forth about specifics, such as price & seat location, and method of delivery ( electronic ), I asked with the best method of payment would be, XXXX or XXXX. He suggested XXXX, which I had seen on the Citizens Bank homepage, so I agreed, and was given the email address of XXXX, which I used to send funds to this individual via XXXX. I was purchasing two tickets for XXXX XXXX at $ XXXX/per ticket, so the transaction total was {$300.00}. The transaction was processed and my account showed {$300.00} had been withdrawn, however the individual I was purchasing from said it was never received. I later learned from the police man I filed a report with that this is a common tactic used by scammers to get you to resend the funds, but since I knew the funds had left my account, I did not resend the transfer. After sending multiple text messages to this individual and calling multiple times I realized that I was not going to receive the tickets, and I that I had just been defrauded. When I called Citizens Bank, who is partnered with XXXX, they said there was no type of report that they could file, there was nothing they would do on their end, and to contact law enforcement ( which I did that same evening, XX/XX/18 ). XXXX is listed on Citizens website as " A fast, easy, safe way to send and receive money '', but I now realize that there is nothing safe about it if there is any chance fraud is involved. The Citizens website also says that XXXX is secure- '' Transfers are protected by the same technology that protects your online and mobile banking '' -unfortunately in this case " secure '' does not equal safe. The recipient mentioned having XXXX XXXX, but I am not sure if that is the case. It was very clear that this individual was targeting people by using XXXX, and unfortunately the amount of trust I had in my bank prevented me from seeing through this scam.
|
| 06/08/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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Regarding : Customer Name : XXXX XXXX ; Checking Account Number : XXXX ; Bank : Citizens Bank NA On XX/XX/XXXX , 2017 Check XXXX was written payable to XXXX XXXX XXXX in the amount of {$200.00}. On the same day, that check was voided and check XXXX was written payable to XXXX XXXX in the amount of {$150.00}.
On XX/XX/XXXX , 2017, both checks were cashed, thus putting the account ending in XXXX into a negative balance. I had called Citizens Bank and spoke to their representative XXXX , who filed a fraud claim and reassured me that this would be resolved within 10 business days and that Citizens Banks would return my money to the account along with all the overdraft charges that resulted from their error. He noted that " Void '' was written clearly and legibly across the front of the check. He also told me multiple times that this was Citizens Bank 's error. The claim number I was given is XXXX .
I followed up 8 business days later on XX/XX/XXXX . At that time, I was told it would take 8 weeks for Citizens Bank to refund me my money and that there was no way for them to expedite the process. They claimed that the fault was not theirs and that they had to verify that the check was indeed voided. I asked why this had to be verify as it was already on record that this check was voided, I received no answer.
I called again on XX/XX/XXXX , 8 weeks after the voided check was cashed. I was told the claim was still open, but yet to be resolved. When I asked how much longer it would take, I received no answer. I have yet to receive the original {$200.00} back in my account, along with the {$70.00} in fees.
On XX/XX/XXXX , I received a letter dated on XX/XX/XXXX , stating that Citizens Bank is not at fault, that this was a matter between myself and the payee. They refuse to refund me the money they withdrew without authorization in addition to the fees that resulted from the unauthorized withdrawal, thus going against their previous statements made on the record.
|
| 09/18/2021 |
Yes |
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Web |
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The nature of the complaint is based on a failed fiduciary responsibility by Citizen 's Bank ( XXXX XXXX and XXXX XXXX ). Additionally, real estate specialists XXXX XXXX ( XXXX XXXX XXXX XXXX XXXXXXXX ) and XXXX XXXX ( XXXX XXXX XXXX ) in conjunction with the aforementioned financial institutions did not exhibit sufficient professional competency. A gross lack of professional expertise wa s displayed in this faulty real estate transaction between XXXX and XXXX. The property in question is XXXX XXXX XXXX, XXXX XXXX, MI XXXX. I, XXXX XXXX, was adversely effected by excessive delays, unethical practices and manipulation as it relates to the closing date ; this was orchestrated by Citizen 's Bank and the associated real estate agents. Supporting information : I signed a sales contract in XX/XX/XXXX in which I obligated myself to be ready, willing and capable of purchasing the property at XXXX XXXX XXXX, XXXX XXXX MI XXXX. The XXXX family, ( father and son ) also signed the same sales contract obligating themselves to deliver their title interest to me upon my satisfactory completing of my contract ual obligations. XXXX XXXX, representing the XXXX XXXX XXXX XXXX. Of XXXX XXXX XXXX, XXXX, MI XXXX was/is the listing agent. On XX/XX/XXXX, he decided to withdraw from the real estate just before closing, sighting the long delays between responses with XXXX XXXX as his reason for not finishing. In addition to the physical work required to bring the su bject property up to city code, I spent hours, personal resources ( including but not limited to monetary value ) and had the help of many supporters in this real estate transaction which benefited the XXXX family and Citizen 's Bank. The value of the property at XXXX XXXX XXXX XXXX was substantially increased at my expense. I was forced to seek legal assistance, via a mechanical lien, to acquire partial compensation for the energy and money I put into the property. Your investigation into this matter is requested. Thank you for any assistance youre willing to provide.
|
| 10/17/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
Older American |
|
I purchased a new car on XXXX XXXX. The car dealer called Citizens Bank to get a 10 day payoff on my loan, good till XXXX XXXX. The dealer sent the check the next day. When I balanced my checkbook on XXXX XXXX. I noticed that Citizens bank had taken the automatic payment out of my checking account at XXXX XXXX XXXX Bank. I called Citizens and they stated that they did not close the loan until XXXX XXXX. ( stating that they did not receive the check until XXXX. XXXX. ). I told them that I did not believe that the check took that long to arrive. XXXX told me a check was issued to me for the amount overpaid, they deducted additional interest. Today ( XXXX XXXX, ) I called Citizens Bank again and talked to a supervisor named XXXX, because on XXXX XXXX. I received a letter that the loan had been paid in full ( dated XXXX, XXXX ) but no refund check was included. XXXX stated that they hold any over payment for 10 business days after the loan was satisfied and that my check would be mailed out on Wed. the XX/XX/XXXX.. I questioned her about the delay in posting the dealer payment and she first stated that sometimes it takes 3 or 4 business days to post, then she said they did not receive the check till XXXX XXXX I again told her that I did not believe this and asked where is my money. She then stated that they hold the over payment for 10 business days. I asked her why, and she simply said that is their policy. I asked her if I would receive interest on my money and she stated no. I believe that Citizens bank is deliberately delaying the posting of payment and the return of consumer 's money to make additional interest for the bank. If this is not illegal it should be, it does hurt the consumer and is not ethical. My amount of money lost is minimal but if they are doing this on thousands of car loans a month, then the additional interest earned for them could be staggering. I still have another car loan from Citizens Bank and I am afraid when I trade that car in another year I will run into the same problem again.
|
| 05/16/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
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I entered a forbearance plan with Citizen XXXX XXXX due to covid. My forbearance plan ended XX/XX/XXXX and I was told in order to resume making payments I had to fill out a loan modification form so my payments can be moved to the back of my loan. I submitted the application on XX/XX/XXXX. I was verbally told that i was approved and a notary will be contacting me so I can sign the documents needed to finalize the modification. I did not hear from anyone so on XX/XX/XXXX I called regarding my modification. I kept getting the running around and requested to speak to management and I was told I would get a call back and no one ever called me back. I kept calling each day until someone finally advised me I was denied due to a lien against XXXX XXXX. I advised I have no liens against me and it must be a mistake. I escalated this matter to the XXXX and XXXX XXXX from the chairman 's office reached out to me to advise me more of the specifics of the XXXX. I advised it is mistaken identity as that person is not me. I have submitted numerous documents proving that I have no liens against me or my home provided by my local county clerk 's office back in late XX/XX/XXXX, again XX/XX/XXXX and then once more on XX/XX/XXXX. I still have yet to hear from anyone in regards to a resolution. On XX/XX/XXXX I received a letter that my loan is now in default and they will begin foreclosure process if a payment in full is not received by XX/XX/XXXX in the amount of {$24000.00}. I was told by the chairman 's office on XX/XX/XXXX that this will be investigated and everything will be on hold until the investigation is complete but they are moving forward without resolving this mixed identity issues. It has now come to the point that my anxiety levels and stress levels have increased tremendously that I had to get my medication increased and I am under constant monitoring due to me being XXXX weeks pregnant. Citizens Bank is now refusing to provide me with any information when I call and not responding to calls or emails.
|
| 08/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
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.)
|
| 04/28/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I disputed about 13 transactions on my account dating from XX/XX/XXXX through XX/XX/XXXX. For the total amount of {$5100.00}. The reason why i was disputing these charges is because the merchant failed to provide expected services, Services not rendered and inadequate customer service to resolve any issues. I had initially filed my complaint back on XX/XX/XXXX. I had filed a dispute for all those charges. I was told to wait 7 /10 business days. I waited 10 and called and they stated that they were filed wrong and was filed as unauthorized transactions. They stated the merchant proved the transaction was authorized and my dispute was dismissed. I was angry that they did not file the paperwork properly. So I I filed a new dispute and made it clear t them it was for the services and had to wait another 10days. It had seemed that every person who i spoke to during this whole ordeal that i asked names of and phone numbers all had a different story to tell but nobody had the information correct. After almost a month of filing paperwork they are still not providing me with sufficient evidence in regards to my dispute. So after waiting another 10 Days for the outcome of the dispute is was dismissed again. I had asked why and they stated that the merchant provided evidence that the transactions were authorized. I stated again that my dispute was not for unauthorized transactions and my dispute was for unsatisfactory services etc. I spoke to several customer service reps and told them that my dispute is for services and not unauthorized transactions. The last person who I spoke to her name was XXXX and she stated that they handle both types of disputes the same way. I asked her how can they dispute unauthorized transactions and services the same. She could not provide a good enough reason other then my case was dismissed. I asked her why my case is dismissed when Citizens bank failed to dispute the charges properly. I am not disputing these charges for unauthorized but am disputing for services rendered.
|
| 07/12/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
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Citizens Bank, One Deposit Checking Account # XXXX was overdrawn {$35.00} on ( XX/XX/18 ) by two items paid by Citizens against my account settings, prohibiting overdrafts. I attempted to cover this overdraft that evening, ( XX/XX/18 ) at their XXXX XXXX XXXX, XXXX, OH, XXXX location, which was off-line that evening due to " communications issues ''.
An overdraft notice was issued to me by Citizens via e-mail on XX/XX/18, and ATM deposits to cover the overdraft were made that day, leaving a positive account balance of {$2.00} until fees were piled on.
Two {$35.00} overdraft fees for a total of {$70.00} were applied overnight XX/XX/18, again throwing the account into an overdraft condition, because of the service charge fees. An SSI direct deposit of {$550.00} was made XX/XX/18 leaving me with a positive ledger balance of {$490.00}, even after the {$70.00} erroneous overdraft fees had been applied.
I went to their branch at XXXX XXXX XXXX, XXXX, OH, XXXX on the afternoon of XXXX to clear up this issue, and was directed to their XXXX Customer Service Line, as the branch manager did not have the authority to reverse my overdraft fees.
After a wait exceeding 12-minutes I finally got connected to Citizens CSR, who then put me on hold for a couple more minutes before a " Supervisor '' who had the power to refund the overdraft fees could be found. She confirmed the technical issues with ATM on XX/XX/18 which prevented my deposit to cover the overdraft, and I was offered and accepted {$35.00} credit for the {$70.00} overdraft fees on XX/XX/18, which was immediately applied to my account, and should have closed the case.
On XX/XX/18 I found I had been assessed and additional {$30.00} " sustained overdraft charge '' overnight that was posted on XX/XX/18, after our fee credit agreement. I had a positive balance of {$520.00} on XX/XX/18 and would have had a positive balance the whole period XXXX if their XXXX XXXX ATM had been functional and the XXXX XXXX Holiday had not intervened.
On XXXX
|
| 01/31/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American |
|
Dear Consumer, The Division of Banks ( Division ) is the regulating authority for state-chartered institutions in the Commonwealth of Massachusetts. Citizens Bank is not a state-chartered institution, but rather a federally chartered institution ; as a result, Citizens Bank falls outside the Division 's regulating authority. Citizens Bank is regulated on the federal level by the Consumer Financial Protection Bureau ( " CFPB '' ). The CFPB may be reached at XXXX or at the address listed below : Consumer Financial Protection Bureau po box 4503 Iowa City, IA 25544 www.consumerfinance.gov ( F ) ( XXXX ) XXXX The Division appreciates your correspondence and hopes that this matter can be resolved with the appropriate regulating authority.
Regards, XXXX XXXX XXXX Massachusetts Division of Banks From : XXXX, XXXX XXXX XXXX XXXX ) XXXX Sent : Monday, XX/XX/2022 XXXX AM To : XXXX Consumer Assistance XXXX Subject : complaint against Citizens Bank Importance : High CAUTION XXXX This email originated from a sender outside of the Commonwealth of Massachusetts mail system. Do not click on links or open attachments unless you recognize the sender and know the content is safe.
Citizens Bank, update made to website has blocked all your members from accessing their loan and bank information. Complaints made to individual banks and impossible to get help from customer service representatives The website does not recognize my information and instructs me to contact customer service. The chat option on your website is not activated, there is no email option, hold times are downright insulting ; for technical support 1 hour wait time. How can a bank treat customers like this. I even tried the corporate office phone number posted ( XXXX ) but it just disconnects mid-ring. If not resolved Ill be forced to go to another bank.
I can't access my accounts. Feel I'm being forced to do online banking when I don't want to except to view my accounts. There's other who wrote complaints on Citizens corporate web site.
|
| 03/08/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Denied request to lower payments
|
|
Web |
|
|
In XXXX of XXXX I was forced to stop working for health reasons so I got behind on my car loan with XXXX XXXX XXXX XXXX ( XXXX ). I several attempts to put 2 payments at the end of my loan which XXXX allows you to do twice in the life of the loan. The first time I file the paperwork I apparently had my account number wrong even though XXXX sent me an email saying the money was debit from my account. The 2 times after that I was told you could only be 60 days behind, once I was 61 days and the lastest attempt on XX/XX/XXXX, I was told I was 63 days late so I had to make another {$400.00} payment along with {$390.00} for interest changes. I was unable to meet the financial burden asnInhad just pay {$200.00} in reposession fees along with a {$400.00} payment. On XXXX XXXX, the day before my car payment was due, XXXX took {$300.00} of my daughters ( XXXX XXXX ) {$390.00} XXXX XXXX payment as in was deposited into our joint account. I immediately called XXXX and was told that it was in the fine print of my car loan that they could take any moneys out of any account my name appeared on. I read the loan agreement called back XXXX, told them it wasnt in my agreement and asked them to send me a copy, the did not. On XXXX XXXX XXXX from Citizens Bank Collection department called to say I was 38 days behind, so I told her you just took {$300.00} out of my daughters XXXX XXXX she we would not have done that it would be fraud. XXXX put me on hold spoke with someone at XXXX, then told me oh we can take money out of your account it is in your agreement with for your checking account, which I have read all the documents I was given with my bank account and never saw that. I asked XXXX to give my Daughters money back and they refused. In all the months I have been behind in my car loan XXXX has not ever take mine or my daughters XXXX money, as I read they are not allowed to. Citizens Bank will not allow me to download any transactions from my car loan, Ihave attached the transactions from my joint account.
|
| 01/29/2018 |
Yes |
- Debt collection
- Private student loan debt
|
- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
|
|
Web |
|
|
I cosigned a student loan thru Citizens bank for my daughter XXXX XXXX and 2 years ago she defaulted on the loan and it was sent to XXXX XXXX XXXX. My daughter has been paying to the debt collection agency but missed a payment inXX/XX/XXXXand she called XXXX on XX/XX/XXXX because she hadn't gotten a check from her work. Subsequently she called and left a message that they could resume debiting her account for the missed payment. I don't know what happened after that but I was told by Citizens that she missed the payment in XXXX and XXXX was not paid. On XX/XX/XXXX I went to check my checking account which is thru Citizens and XXXX had been taken out of my checking and XXXX? out of my savings on XX/XX/XXXX to settle one of the owed amounts. I called the bank thinking I had been hacked and that is when i found out about a closed account from XX/XX/XXXXand was given the number of the account and was told to go to the branch. I went and that is when I found out what it was about and that all of my money was gone. I never received a phone call or a letter about the missed payments. I am currently paying 3 of my daughter 's loans thru XXXX and have never missed a payment. My daughter has her own bank account but not thru Citizens and she had {$6000.00} in her savings but instead of going after her they decided without any communication to garnish my checking and savings. I am currently unemployed as my entire department was eliminated in XXXX and this presents as a financial burden for me. Subsequently, I received a letter ( attached ) dated XX/XX/XXXX on XX/XX/XXXX of her still outstanding balance on her other loan that XXXX has seen sent to a law agency. On the letter it distinctly says that " we have not been retained to file a law suit ''. They never sent a letter concerning the XXXX? and per Section 809 of the Fair Debt Collections Practice Act, the agency must give me 30 days written notice after which they can file a lawsuit and only after winning a judgement can they garnish my account.
|
| 11/28/2023 |
Yes |
|
- Struggling to pay mortgage
- Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
|
Web |
|
|
Because of some issues resulting from XXXX and needing to change jobs, we fell a month and a half behind on our mortgage. we got to a place where we could make the monthly payment again but couldn't make the back payment. We asked for help and got a loan modification. We completed our trial payments in XXXX and have been waiting on the final loan modification paper work since that time.
We have upheld our end of the bargain and have been making our monthly payment still every single month. these payments are not being applied to our mortgage so the credit bureaus think we are months behind on our payments now. When I call to ask about the loan modification I get the run around from multiple people and 9 times out of 10 they try to shake me down for the money Ive already paid them saying that I'm between $ XXXX {$7000.00} behind depending on who I talk to. Additionally I have been told that the paper work is on its way, then the next call it isn't, the next call its with another department, the next call I am told the person handling it will give me a call and a manager will give me a call. The only way I got to file a complaint with the office of the chairman is because I mentioned this Bureaus name.
The Loss Mitigation department who handles this will not answer any of my questions. The only thing they will tell me is that they are submitting an expedite request to have this resolved. Ive asked to speak to managers 4 times and have never gotten a call back. I have filed a complaint with their Office of the Chairman, the person handling that complaint is XXXX and his phone number is XXXX but even he has not been able to get any headway made.
My credit is wrongfully in shambles and I have very little faith that Citizens will get it fixed. We have gone through proper channels, shown great patience with their departments, but nothing is being done while I continue to be held XXXX and have false reports filed with the credit bureaus that I am even further behind on my mortgage payments.
|
| 07/09/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
On Friday XX/XX/22, I attempted to transfer {$10000.00} from my XXXX XXXX ( Texas ), Checking XXXX to my Citizens, XXXX Deposit Checking XXXX after lengthy verification process confirming that that I am an owner on both accounts. Over the weekend, I was notified that my bank transfer is stopped due to security concerns. I was told to call Citizens Bank phone number at XXXX for additional assistance. The average wait time to reach a representative at Citizens Bank phone number XXXX is over 90 minutes. Giving the amount involved, I called Citizen bank on Saturday XX/XX/22, Tuesday XX/XX/22, Wednesday XX/XX/22 and Thursday XX/XX/22 each time spending over XXXX minutes waiting for a representative to correct the error made by a representative a day before. Each time I was told that the bank transfer is cleared, blocks are removed and my account at the corresponding financial institution is debited. I have received a series of conflicting Citizens Bank Messages ( attached ) prompting me to call the bank again and again in attempt to resolve the issues with my bank transfer. It appears, in meanwhile, my money were shuffling back and forth between my account at Citizens Bank and my account XXXX XXXX ( Texas ). Finally, on Saturday, XX/XX/22, I was explained by a Citizens Bank XXXX, XXXX XXXX, that Citizens Bank is using a third party, XXXX, which is unable to complete the transfer because Deposit Checking XXXX is joint account with my husband. I dont understand why I was not explained it before on on Saturday XX/XX/22 when my transfer was approved by another Citizens Bank supervisor who unblocked the transfer then. It is not acceptable to have a 90 +minute wait time on the phone and having repeated 90+ wait three days in a row is amounted to a torture by Citizens Bank Call Center , when one hand at Citizens Bank doesn't know what the other Citizens Bank hand is doing. Citizens Bank is saving money understaffing its phone support but it should not have done so at the expense of own customers.
|
| 11/02/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Lender trying to repossess or disable the vehicle
|
|
Web |
|
|
This company has blatantly violated my consumer rights and has not responded in 40 days. On XX/XX/XXXX my vehicle was stolen while I was out to eat with my family by a unauthorized third party that was not a witness to the contract and had no legal ties to the vehicle. The company contracted a company to perform a skip trace on me which was not in the contract and I didn't consent to. I was behind on payments due to the pandemic and was getting the money to pay. I had the vehicle since XXXX and never had the vehicle taken before. After my vehicle was taken I called the company to see how much I had to pay and where my vehicle was so that I could retrieve my belongings. I was denied this information unless I agreed to pay a ballooned payment that included extra fees which made the amount jump from {$1400.00} to {$2900.00}. When I came up with the money to pay I was told that I would also have to pay storage fees to the tow company. The car had already been there for 20 days and I couldn't pay that as well so no information was given to me. I was never given the name of the 2 unauthorized parties ( collection company and tow company ) until after the vehicle was already sold at auction. From the moment the vehicle was taken I have received no notice of repossession which I required by law. Also I never received any notice of resale of the vehicle which is required by law. I have received no information as it pertains to how much the vehicle sold for or a remaining balance, but it reflects on my consumer report. I notified the chairman 's office multiple times about these violations and no response has been given. Also I have still yet to receive any of the before mentioned documents even after I notified them. This company is also in violation of many consumer rights defined in the FDCPA and FCRA which I will attach in a separate document. This company does not care that they violate a consumers rights and will not give a timely response for something they know they failed to comply with.
|
| 03/14/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I was told by Citizens Bank that a loan modification was granted to me and my husband on XX/XX/XXXX. I received the loan modification offer via mail on XX/XX/XXXX. I reached out to Citizens Bank to get more information, but Citizens Bank was not clear to me on what I had to do. I decided to wait until Citizens Bank communicated with me. On XX/XX/XXXX I called citizens Bank to see what was the status on my loan modification offer because the offer I received back in XXXX stated the offer expires XX/XX/XXXX. The customer rep I spoke to at Citizens Bank on XX/XX/XXXX told me they sent the paperwork that needed to be signed, to a notary in my area and that the notary was supposed to call us to come in and sign it..I told the customer rep we never heard from any notary regarding this. So I asked the customer Service rep at Citizens Bank to send us the paperwork and my husband and I will go to a notary and have it signed. She agreed and ordered the paperwork to be sent to us and said we would receive the paperwork in 2-4 business days, via XXXX. When I did not receive the paperwork I called Citizens Bank 4 more times and got a different response as to how long the modification paperwork would get to us. The last person I spoke to at Citizens Bank said we will have the paperwork within two weeks. I t is now over 2 weeks and we still have not received it. I am submitting this complaint because we need your help in getting this taken care of. We are past the XX/XX/XXXX deadline for this modification offer. Also, the last rep at Citizens Bank told us they will only foreclose if we did not agree to the loan modification. My husband and I desperately need this loan modification to happen as we don't want to lose our home. With this loan modification we won't have to pay in arrears and the new monthly mortgage payment is manageable. If you need any more information please contact me at XXXX or email me at XXXX. Attached is the loan modification offer we received from Citizens Bank on XX/XX/XXXX.
|
| 06/21/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
I had two transactions that are a result of {$35.00} overdraft fees applied because of transactions that are under {$10.00}. On XX/XX/XXXX I made a transfer transaction from my second checking account to the primary checking account. I transferred {$30.00} to my primary account. A {$6.00} purchase was made and my balance was {$23.00} for some reason I was charged a {$35.00} overdraft fee when my SSA direct deposit was posted on XX/XX/XXXX. This action could not be explained by the Bank. On XX/XX/XXXX a transaction came in for a preauthorized debit of {$10.00}. I made a deposit on XX/XX/XXXX XXXX where it showed a -XXXX where a overdraft fee was not applied. Shortly after I made the deposit a overdraft fee was applied but the account shows a {$15.00} balance that I thought was available.I tried to use the available balance to make a purchase and was declined. I contacted the bank and request a courtesy of returning my money and was told that I I will be charged a overdraft fee which was applied later in the day and a follow up overdraft message was sent to my phone shortly after. I understand their procedure but why not send a reminder that you have a negative balance and to make a deposit. The bank used to do that in the past but they are so hungry for taking money from people that are on a fixed income and I can not afford to give the Bank overdraft fees on a monthly basis. I would like to be advised if I can possible sue for not making customers aware of negative balances and choosing to charge overdraft fees any time of the day without warning. This resulted in a transaction that was denied because I was unaware of the overdraft charge until I called and discussed with the Bank. Shortly after speaking with the Bank they decided to send a overdraft message to my phone but it was too late I thought I was in the positive. Please help. Citizens Bank repeatedly charge overdraft fees and take away from customers that are on fixed income and deliberately taking money for overdraft fees.
|
| 08/17/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I received an offer from Citizens Bank. The offer was to open a savings and a checking account, maintain at least XXXX XXXX monthly, and have a minimum direct deposit of {$500.00} per transaction. In return the bank would credit ( deposit ) my account {$600.00}.
On XX/XX/2023, I opened a checking and savings account with Citizens bank, and made 2 different transactions of {$500.00} each from my Savings account at XXXXXXXX XXXX over to the newly opened savings and checking account at Citizens Bank ( a total of {$1000.00} ) using Citizens Bank direct withdrawal tool.
Using the Citizens Bank online website, I was able to see the funds in the newly opened accounts. On XX/XX/2023, I was not able to access the Citizens Bank accounts online so I called their customer service, and they told me they were not able to find any accounts under my social security number or my name.
On XX/XX/XXXX, I also received a letter stating the newly accounts opened were closed and no explanation on the reasons why. I contacted the number on the letter and they were not able to give me any information. The letter referred me to the local bank.
On XX/XX/XXXX, I went to the Citizens Bank branch in XXXX, NY, and spoke to the branch manager, XXXX XXXX. He said he could not do anything for me because I opened the account online. He called customer service and they were not able to provide him with any information.
Since then, I have called their customer service, their fraud department, and their ACH department, and no one is able to find my account or funds.
My bank, XXXXXXXX XXXX, from the very beginning has confirmed the funds, {$1000.00}, were successfully debited from my savings account by Citizens Bank, and they provided me with the 2 trace numbers Citizens Bank could use to tack the funds. Citizens bank has stated they can not help me.
The trace numbers are : XXXX # XXXX XXXX # XXXX I appreciate your help as it seems Citizens Bank used the advertising to commit fraud.
Sincerely, XXXX XXXX
|
| 10/03/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
Please tell me all deposits with my name on it that was canceled or refused sent back or anything at Citizens Bank XXXX XXXX XXXX XXXX CT.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX email XXXX XXXX Subpart B : Funds Transfers through Fedwire Section 210.25 Authority, purpose, and scope Subpart B sets forth rules governing funds transfers through Fedwire. This section provides that Reserve Banks issue circulars governing the details of its funds-transfer operations.
Sectio
n 210.26 Definitions Defines key terms used in subpart B. Section 210.27 Reliance on
identifying number States that a Reserve Bank may rely on the number in a payment order identifying the intermediary bank, the beneficiary 's bank, or the beneficiary.
Section 210.28 Agreement of sender Provides that a sender authorizes a Reserve Bank to obtain payment for the sender 's payment orders by debiting the sender 's account. Also describes procedures dealing with overdrafts.
Section 210.29 Agreement of receiving bank Provides that a receiving bank receives payment from a Reserve Bank for a payment order through a credit in its account with the Reserve Bank. Also describes some of the responsibilities of off-line banks that serve as intermediaries.
Section 210.30 Payment orders Describes procedures for the handling of payment orders by Reserve Banks as they relate to the acceptance or rejection of payment orders, the selection of intermediary banks, and the timing of execution.
Section 210.31 Payment by a Federal Reserve Bank to a receiving bank or beneficiary Provides details regarding the timing of payments by Reserve Banks to receiving banks and beneficiaries.
Section 210.32 Federal Reserve Bank liability ; payment of interest Limits the liability of a Reserve Bank in handling a payment order. Also describes the procedures by which a Reserve Bank can pay interest as it relates to fund transfers under the Uniform Commercial Code.
Appendix A Commentary Appendix B Article 4A, Funds transfers
|
| 04/27/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
I have been working with XXXX since XX/XX/XXXX to fined a workable solution for a balloon Heloc that has no repayment terms other than the Balloon payment XXXX has refused to work with me. In XX/XX/XXXX I filed a complaint to CFPB about this loan in the XXXX response XXXX stated they will review my situation in 60 days they did not. They STILL have offered zero solution other than for me to pay them XXXX immediately. In addition they do not have not a a single point of contact with me this is a violation of the CFBP settlement. For example of the last XXXX single point apoitment I have had with them my rep was only there for 1. I have had different reps call me most of whom I can not understand because of poor English skills, in addition they have made very many edited notes to my account so the substitute point of contact in unable to help me. Also-they have told me they can not help me only the investor can as they are not the bank yet the investor ( Citizens Financial ) stated that it is up to XXXX as they are the servicer and it would be '' unfair '' to their other customers to help me- in addition I have left XXXX different messages with the Ombudsman at XXXX who answered my original complaint with CFPB, she will not return my calls even though she has stated for me to call her with any questions. I need some type of solution XXXX last week told me to apply for another modification however both my self and with the help of a hud loan counsler I have applied 3 times to XXXX to be turned down I told XXXX nothing has changed so they said I will be turned down but I should apply anyway, I do not understand why they would want me to apply if im going to be turned down, its very apparent that this is a pre scripted response delivered by incompetent call reps. Obviously from the many similar complaints about XXXX to the CFBP this is pattern of unethical behavior. I want a solution Immediately XXXX agreed to help home owners in the settlement with my CFBP I demand that they comply.
|
| 11/30/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem with the payoff process at the end of the loan
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Web |
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I purchased a phone online through XXXX back in XXXX for delivery by courier. The item never made it to me and the courier ended up never returning the phone back to XXXX, thus stealing the phone. I had taken out a loan with Citizens Bank through XXXX 's website for financing ( loan ending XXXX ). Once I started the claim with XXXX, they cancelled the order and refunded me the first installment that they charged me. I then noticed that the actual loan itself was still open on Citizens Bank 's end. I called XXXX and they reached out to Citizens Bank to tell them that the order was cancelled and the loan should be as well. I then called Citizens Bank when I realized that it was not and they told me that they will put in a request to close out the loan. I called again and was told that as soon as the refund was completed by XXXX, the loan will auto-close out. I waited a couple of weeks, logged on once I received the refund, and it was still open. I called again and was told that the loan never auto-closes and a request has to be put in for it to be closed or no activity on the account. I also want to add that I had another loan through them that I returned the phone and as soon as I made the return and was refunded, the loan was auto-closed. So that makes no sense. I called again and was told that I can request for the loan to be closed since it now has a {$0.00} balance or I can wait so many days and it will auto-close. I requested for them to put in a formal request. I waited again, logged on, and still open. I called again and then I was told that every time I called, that counted as new activity on the account ( I have never heard this before with any company ) and since I kept calling, it was restarting the 30 days or something of the loan closing out. I was also told that I should not be worried since the loan has a {$0.00} so it does not matter since no money will be auto-paid from my credit card on file. It has now been almost a month and the loan is still showing as open.
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| 08/18/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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Hello, this is a follow up complaint concerning the same company, Citizens bank. please reference my previous complaint # XXXX. I had received notice from you stating that my complain was sent to Citizens on XX/XX/XXXX. On XX/XX/XXXX I received an email from the Office of the Chairman at citizens, from the same woman ( XXXX XXXX ) I had spoken with previously, who denied my claim twice before. It stated, obviously after getting notifed by CFPB, that she was in receipt of my concern regarding a disputed transaction and that she tried to reach me by phone but was unsuccessfulI. I had not received a call, but responded by email that I wasnt sure why she was calling and to respond by email back to me as I could not reach her by phone either!! Which was part of my complaint. Then on XX/XX/XXXX I received an email from CSPB saying that the company ( Citizens ) had responded that they were still working on my claim. As far as I knew and was told by this XXXX XXXX from the Chairmans office, that my claim was denied so that was not accurate. On XX/XX/XXXX in the mail I received an envelope from Citizens Bank, in it was a blank white paper with Citizens Bank in right hand corner and the date XX/XX/XXXX and my name and address heading in the upper left hand corner. A separate piece of paper followed and it was a check for XXXX!? The top part was the non negotiable agent copy the bottom half showed an official check XXXX, dated XX/XX/XXXX pay XXXX to Me with my address. In the memo it said OLB Claim XXXX which is the claim I filed with them, but for XXXX, not XXXX. There was no explanation of why or what this check was for. I contacted someone from your office to see if there was any further settlement deal etc.. and was told that CFPB still had the complaint as open. This appears to be a payoff of some kind and is Not the full amount that I had lost or requested returned. Once again the communication with Citizens is horrible. I appreciate any feed back on this when appropriate thank you.
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| 07/11/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I bought an XXXX through XXXX with the Citizens One payment plan in XXXX of XXXX. Citizens One provides no billing invoices, contacts folks or anything. In XXXX of XXXX I was finally contacted by Citizens and informed that my payment plan was 4 months late ( i.e. they had issues processing the credit card ). I explained there was a change of credit card information during COVID and Citizens told me they understood and this would not be reported to the credit bureaus in any case. I paid the entire balance of the loan immediately. Magically in XXXX, Citizens One reported this loan to the credit bureaus and has since continually decided to make reports monthly not only indicating I had 4 late payments ( seriously affecting my credit score ) but also indicating the account is still open. When I've tried to talk to Citizens, they assure me there is no balance and that the account is closed. If the account is closed, why are you reporting it as open etc. to the credit bureaus? I have over a year and a half of credit bureau reporting at this time for an account that has no monthly payment. This is not a revolving loan. There is no line of credit. This was a payment plan for an XXXX. Affirm and anyone else, report the loan when paid off ( sometimes ) and indicate it is closed. I've disputed the information through XXXX, XXXX etc. and all they simply say is the information reported is accurate. Why would it be accurate that a payment plan that's been paid off with 0 balance is still open? What is the point of this? It is ruining my credit score and there's zero accountability here. I'm stuck with delinquent reporting for an account that is still reporting as live over XXXX a month " missed '' payments. Amazing. As seen in the files, it indicates there is an available balance of {$2500.00} of {$2500.00}. Yet, no mechanism, to borrow such money, or withdraw such money. Why would there be an available balance on an installment plan that's been paid off with a term of " 0 ''. What a mess.
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| 10/13/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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On XX/XX/XXXX, I sent a wire transfer from my XXXX checking account ( account number XXXX ) to a roofing contractor ( XXXX XXXX ) in the amount of {$5200.00} to his Cititzen 's bank account that I had sent transfers to in the past ( the XXXX transaction ID was XXXX ). The account number for his checking account at Citizens Bank was XXXX and his routing number was XXXX. When I sent him the confirmation information he informed me that the account had been closed. As a result, I sent a wire recall request to My Bank ( XXXX ). The next day, XX/XX/XXXX, I called Citizens to request they return the funds. At Citizens ' customer service representative 's request, I added my contractor to the phone call and he authenticated ( SSN and security questions ) with the customer service representative and informed them that he had closed the account- this was confirmed on the call.
My wire recall request details were finalized on XX/XX/XXXX and, over the next 3 weeks, XXXX sent several requests to Cititzens to return the funds since they had been sent to a closed account ( which, per above, had been verified with my XXXX on XX/XX/XXXX ).
On XX/XX/XXXX, XXXX ( my bank ) informed me that Citizens would not send back the wire since they had " RECEIVED A POSITIVE RESPONSE FROM OUR CUSTOMER PLEASE HAVE REMITTER [ me ] CONTACT BENEFICIARY [ my roofing contractor XXXX XXXX ] DIRECTLY TO RESOLVE THIS REQUEST ''. However, they are telling my bank that I have to do something over again which has already been done.
Just to verify that my contractor did not take the funds and lie to me, I made an attempt to deposit {$2.00} into my contractor 's checking account at a Citizens branch on XX/XX/XXXX. The teller at the Citizens branch was not able to complete it since the account had been closed- which they confirmed for me.
Based on the information above, Citizens bank is unjustly keeping the funds that I have wired to a closed account from me and failing to return it to my bank ( XXXX ) and me.
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| 06/07/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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I learned that a family member was inappropriately accessing my checking and savings accounts.
On XX/XX/2023, I went to the local Citizens Bank branch to close my accounts, and learned that the family member had opened multiple accounts using my identity ( total of 5 accounts ), and for various accounts had changed the mailing address, online banking contact information, and account titling to hide their behavior.
At that time I reported possible fraud to the branch, requested closing all of my accounts, and correction of my home mailing address.
I also requested a full history of transactions, including cancelled check images, since the account inception dates ( roughly 2.5 years for all cases ).
The bank closed my accounts with the exception of a credit account with a remaining balance. I was told the transaction history would be sent to my home address.
After a month had passed, I returned to the branch and was told that all access to the five accounts in question had been restricted, and was given the name of an individual who was handling the situation ( XXXX XXXX XXXX ). I contacted XXXX XXXX, and was told that the information would be forthcoming.
The branch contacted me a week later and requested a {$480.00} research fee. I returned the the branch and paid the fee.
Two weeks later, I contacted XXXX XXXX again, who assured me the information was coming. She was unable to tell me the results of the bank 's fraud investigation.
On XX/XX/XXXX ( 2 month after the original request ), I learned that the bank had sent information to the incorrect address ( to the address of person I believe defrauded me ). The information that was provided included only 3 of the 5 accounts, and did not include any cancelled checks.
I reached out to XXXX XXXX again via telephone and email to demand the bank provide the full information for which we had been charged. I have not received any response to date, and no one else at Citizens Bank will discuss the situation with me.
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| 08/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
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A fraudulent charge appeared on my XXXX credit card statement with Citizens Bank Credit Card. The fraudulent purchase took place on XX/XX/22 as an electronic check for {$3200.00} along with a fee for {$120.00}. Over the next week, two more attempts were made on my account to extract {$5000.00} each time. I found out about those subsequent attempts because the cc company sent me letters apologizing that they couldn't make those transfers due to insufficient funds in my account. I never made any of those purchases/requests.
I called to report this on XX/XX/22 after seeing my statement for that month and those letters. They told me I'd not be responsible for payment during the investigation but still left the amount on my file and charged me a late fee. I then called back with information I'd learned from the FTC website, asking if they'd be reporting that balance to credit bureaus. It was only then that they removed the amount and late fee and said they're still investigating.
The current issue : They called me about a week ago requesting to speak with me about the fraudulent electronic check. They said to call the customer service number back and leave with the rep a good time to call me. I did. They have yet to call me back. Claims reps are impossible to reach as well. The number they listed in the letter they sent me from The Credit Card Claims Department is XXXX. Nobody ever answers there and no option is given to leave a message ; a recording just says to call back and ends the call. When I call the regular customer service number, they say it's not possible to connect me with someone in claims.
I'm concerned that if they don't speak with me, they might say they were unable to complete the investigation and put the blame on me. They are impossible to reach. This is scary for me. I don't make much money and am careful with my credit. I've worked hard to build a high score. I can't afford these fraudulent charges, and they're being very sketchy in preventing contact.
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| 07/31/2020 |
Yes |
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- Trouble during payment process
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Web |
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My mortgage is owned by Citizens One HomeLoans. Im currently in forbearance under a temporary loss mitigation program due to Covid-19 financial hardship. I have been unable to recieve any information about how to facilitate being considered for options provided through the CARES act upon completion of my forbearance period. On XX/XX/2020 I called my lender once again to attempt to recieve information related to my mortgage forbearance. When I made contact with my lender, two different customer service reps told me that all defferred payments would be due immediately upon expiration of my forbearance period. One told me that my forbearance program ended in XXXX and another told me it ended in XXXX. Neither could provide me with any information on their processes to comply with CARES act options, including the partial stand alone credit claim. When I referenced these options they had no knowledge of what i was referring too.Further the reps could provide no guidance on any steps that may be needed on my behalf to facilitate this process.Three agents i spoke to could not be understood due to quick speech and an extremely heavy accent, when i politely asked to speak to a manager one of them fought with me, another just transferred me to the collections department. I have spent hours on the phone with this company since the beginning of this process in late XXXX and have consistently be given inaccurate and inconsistent information from everyone I've spoken to. The only thing that they have been consistent on is the fact that I will owe them all the defferred payments, paid in full, upon completion of the forbearance period. I have reached out to HUD several times, since I have a FHA backed mortgage, and I have filed a complaint. I will be requesting action in writing by the lender, to provide specific guidance on my options at the end of my forbearance period and clear guidance on any action required on my part. Im requesting that you please provide any assistance or direction.
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| 05/02/2022 |
Yes |
- Vehicle loan or lease
- Loan
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- Problems at the end of the loan or lease
- Problem with paying off the loan
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Web |
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I bought a XXXX XXXX XXXX from XXXX XXXX on XX/XX/XXXX. The XXXX was thru Citizens Bank. Loan was for {$44000.00} ( we paid {$5000.00} cash ). The first payment was due on XX/XX/XXXX. I decided to get financing with my local credit union as they offered lowered rates. XXXX XXXX XXXX XXXX sent Citizens Bank {$44000.00} on XX/XX/XXXX.
ON XX/XX/XXXX, XXXX said they couldn't close the account as there was an balance that needed to be paid. I tried calling their Customer Service XXXX and at the time, the wait on hold was XXXX hours. I never got to speak with anyone. I kept getting disconnected after entering my credentials. I had tried to call in XXXX, XXXX, XXXX and the same thing happened... ridiculously long wait time and phone would disconnect. However, on XX/XX/XXXX, I was able to speak to a customer service person. I told her that I think XXXX charged me with a monthly payment and shouldn't have, since first payment wasn't due til XX/XX/XXXX and the payoff was received on XX/XX/XXXX. She waived the late fee of {$8.00} but that was all she could do. I asked to talk to a XXXX and she said the " XXXX could not help me ''. She said she would notate my file.
I kept getting bills. I was able to " connect '' with " XXXX '' on XX/XX/XXXX @ XXXX eastern time, and he said he doesn't handle collection accounts and transferred me and got disconnected. I tried calling again, and again, and again, and never got thru. The call kept getting disconnected after entering credentials.
I live in Maine and there are no branches located in Maine. I tried calling a branch in XXXXXXXX XXXX and someone took my info and said they would try to find someone I can speak to. I still have yet to get a call.
This is now being reported on my credit report and is not accurate. This isn't money I owe. And I can't get in touch with anyone at Citizens to talk about this. They also added back the late fee in the monthly billing they send me but the amount of {$160.00} is being reported on my credit report.
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| 05/24/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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Subject : Urgent Request for Immediate Removal of Fraudulent Hard Inquiry from XXXX Credit Report Dear CitizensBank, I hope this message finds you well. I am writing to bring to your immediate attention a grave matter concerning a fraudulent hard inquiry that has appeared on my XXXX credit report. This unauthorized and unverified inquiry is not only inaccurate but also indicative of potential fraudulent activity. In light of this serious issue, I respectfully request your urgent action to remove this fraudulent inquiry from my credit report, in strict compliance with the Fair Credit Reporting Act ( FCRA ).
Upon a careful review of my XXXX credit report, I discovered an XXXX hard inquiry recorded on XX/XX/2023. I want to emphasize that I have neither authorized nor initiated this inquiry, and it is essential to address this matter promptly to safeguard the integrity of my credit history. The presence of fraudulent activity on my credit report can have severe consequences, including financial harm and reputational damage.
As a consumer protected by the FCRA, I hold the right to accurate and reliable information on my credit report. It is crucial that any fraudulent or unauthorized entries be thoroughly investigated and promptly removed to ensure the integrity and validity of my creditworthiness. I kindly request your immediate attention to this matter, conducting a thorough investigation to identify the source of this fraudulent inquiry and taking all necessary steps to rectify the situation.
I urge you to treat this matter with the utmost urgency and to prioritize the removal of the fraudulent hard inquiry from my XXXX credit report. I expect your full cooperation and adherence to the FCRA regulations in ensuring the protection of my consumer rights and credit worthiness.
Thank you for your immediate attention to this matter. I anticipate a swift resolution to this issue and would appreciate timely communication regarding the actions taken.
Sincerely, XXXX XXXX
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| 04/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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|
Web |
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My Citizens Credit card ending XXXX was used fraudulently from XX/XX/XXXX- XX/XX/XXXX. I reported the transactions over the phone. Then, one week later I got a mail saying that my fraud claim was resolved. The letter contained only one transaction. I called again to check the status of the rest of the transactions, I was told that the initial agent who submitted the claim selected all the transactions but forgot to submit the rest and she only submitted one of the transactions and that was resolved. Then, the second agent told me that he would open a new claim and submit the rest of the charges on XX/XX/XXXX. Then, on XX/XX/XXXX, I got another claim saying that " We completed our investigation of the following claims : and based upon our investigation we have concluded no error occurred. '' I called the fraud department again after getting that mail, and they told me that they only report fraud, but the claims department makes the investigation and decision. They tell me that that department doesn't have a phone number and they would send an email. Also, agent XXXX told me that the second agent also made a mistake and he chose my card as it was in my possession. I guess that's why my claim was denied the second time.
Then, on XX/XX/XXXX agent named XXXX from Claims Department called me and he acknowledged the both agents made mistakes and he told me that he would refund me the charges. Next day all the charges were refunded to me. However the other next day all the credits were reversed.
After that, I have been sending call back requests from the fraud department, but no one calls me back.
All the charges are still on my account and all the credits are reversed and I am rebilled. I am trying to reach XXXX from claims department,
but he doesnt call me back. There is no one to talk to about this and no way to reach the claims department. We have sent several emails but nothing back from them. I did not make these transactions. Please credit me back the transactions.
|
| 11/08/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Changes in loan terms during or after closing
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|
Web |
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Dear CFPB, I am writing to submit a formal complaint regarding my recent mortgage experience, which has left me deeply dissatisfied and concerned. The issues I encountered relate to Citizens and their handling of my mortgage application and closing process.
Unexpected Payment Increase : On the day of the mortgage closing, approximately an hour and a half into the process, I was informed that my mortgage payment was going to increase by over {$400.00} per month. This unforeseen and substantial increase was both shocking and distressing, especially after going through a nearly four-month mortgage application process. At no point during this extensive period was I made aware that such a significant change in my monthly payment was even a possibility.
Lack of Transparency : I was clear from the beginning about my budget and financial constraints. This increase came as a complete surprise and left me feeling deceived and uninformed. Had I been aware of this possibility in advance, I would have explored other lenders and their offers to make the most informed and responsible decision regarding my mortgage. I was presented with a mortgage only option and encouraged to stop shopping to avoid losing out on a lower rate that fit into my budget.
I am seeking your assistance in addressing these issues and ensuring that my rights as a consumer are protected. I request a thorough investigation into the practices of Citizens and that appropriate actions are taken to rectify the situation. I would like to explore potential solutions that align with the original terms and my budget.
I trust that the CFPB will take my concerns seriously and work toward a resolution that upholds the principles of transparency and integrity in lending. Your prompt attention to this matter is greatly appreciated.
If you require any additional information, please do not hesitate to contact me at XXXX or XXXX.
Thank you for your assistance in resolving this matter.
Sincerely, XXXX XXXX XXXX XXXX
|
| 12/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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A mortgage officer/sales manager offered first rates and terms with no restrictions. An executed purchase contract was provided to Citizens Bank on XX/XX/XXXX with no response. I contacted the mortgage officer by email on XXXX XXXX to follow up on next steps and received a email undeliverable message. I had to contact a general customer service line at the bank to determine who I should contact, since I had received no indication that the first mortgage office had left the company.
I reached out to a second mortgage officer who declined to honor the unrestricted rates and terms and indicated that the first mortgage officer was not authorized to offer the first rates and terms and that she could offer second rates, which I declined. I requested by email that the matter be escalated to determine why the first rate and terms were offered to me at all.
XXXX XXXX I had to reach out to the second mortgage officer, by phone, since I had not received any response by email and again asked the matter to be escalated.
That afternoon I received the second rates again from the second mortgage officer, with no acknowledgment that these were different from the first rate and terms or that they had been previously offered on XXXX XXXX. I reached out to a supervisor who was also not able to answer questions about how the first rate and terms were offered and again declined to honor the first rate and terms.
The evening of XXXX XXXX the second mortgage officer indicated, via email, that the rate for the application had been locked at the first rate with an exception requested for discounts points needed between the second rate and the first rate. The second mortgage officer indicated that disclosures would be circulated on XXXX XXXX.
The disclosures were not provided until XXXX XXXX. The rate in the disclosures was locked at the first rate ; however, the PMI and closing costs were highly elevated above the first terms such that the mortgage was unreasonable. This complaint followed.
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| 04/02/2015 |
Yes |
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- Closing/Cancelling account
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Web |
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To Whom it May Concern : I have a credit card with Citizens Bank and after pulling my annual credit report, I found they have closed my account back in XXXX. On XXXX XXXX, XXXX, I lost my full time job, so I made payment arrangements with all my credit card companies, including Citizens Bank, asked for payments of lower than {$50.00} a month and they agreed. I was able to pay the other credit cards I owned as well as Citizens Bank with a part time job I had obtained. I followed up with a phone call on XXXX XXXX, XXXX regarding my now closed account and a woman stated she would send a letter within XXXX10 business days. She also stated with they closed account back in XXXX XXXX and I would have to re-apply once the balance was paid in full. I have been paying my bill as long as I can remember and more than what is asked to pay on each statement. To date, XXXX XXXX, XXXX, I have yet to any letter as to why my account was closed. My address is current, there is no electronic delivery as she verified my address ( can not find anything on their website regarding electronic notices ) and there are no PDF files saved anywhere on their website. What I want is a letter stating why they closed my account, that it is off my credit as a negative or for any other reason that would be used again me for further purchases, etc and to report them for illegally closing my account under the " Responsible Lending Act '' and " Credit Card Act '' and have not notified me in writing within 5 days of the action being taken. I do n't understand why they would close an account when making current payment arrangements after the loss of a job. I feel they discriminated against me in fear of non payment when in fact I was making payments. On all of my statements they have noted all sorts of different numbers for the amount due and the amount I was originally supposed to pay. They always stated it was late or a past due amount when there was always a payment every month of more than what was owed.
|
| 03/01/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with customer service
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|
Web |
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Hello XXXX XXXX XXXX & XXXX XXXX XXXX, I was a loyal customer with Citizen 's Financial Group. On XX/XX/2022 XXXX I called in inquiring about a transaction that declined via phone. I was on hold for about XXXX till someone named XXXX answered. I explained to XXXX my concerns in regards to my card declining. I though he was nice during the beginning of he conversation, boy did the conversation take a turn quick! He began to explain to me the reason behind my card declining was due to non payment. Meaning I did not make a payment. I was very confused and shocked, due to me owning my own XXXX XXXX XXXX. I in fact pay all my bills on time. So I asked him when was the last time payment was made he stated XX/XX/XXXX. When he stated XXXX, knowing my due date is XXXX of month, I kind of hit the panic button, like have I been that busy lately I forgot to make a payment, like how can I be so foolish.
As he's speaking, I asked will the late payment reflect on my consumers report, he said Yes! I than said well are you aware that late payments are a violation? And if you report the late payment I will close the account and just get it removed for FCRA reasons. When I stated I will just get the account removed he stated ok! So I asked him how many days was I late and answered and said XXXX. So It instantly XXXX clicked! Like wait a minute, XXXX of being late can not get reported. So I said are you aware of what you just said to me? You stated I was XXXX, so I'm not late. You instantly started using an abusive tone with me. As went as far as mocking me. I was so shocked and surprised. I explained to him how I suffer from anxiety and to please not use the tone he was using with me. That didn't stop XXXX. Moving forward not only was rude, nasty used an abusive tone he provided inaccurate information. Just to later learn that the account is only XXXX pass due. I will not ever do business with Citizen Financial Group. Expect to hear from my attorney I will also be closing the account
|
| 02/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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I requested my home mortgage be place in coivid forbearance in XXXX of 2020. In XXXX I reached out to Citizens One asking them to cease the forbearance and add the missed payments to the end of the lifetime of my loan and have my normal payments resume in XXXX.
They told me it would take 45 days to process this request ( while my other back took 2 days ). I called back after 30 days and it was still processing. At 45 days it was still processing. At 60 days it was still processing. It took THREE months in total for them to approve the shifting of the payments to the end of the loan.
In the meantime I was being told I had to stay in forbearance or they threatened to report the missed payments to my credit, thus I could not resume normal payments. Even if I wanted to pay the mortgage-I was being threatened not to.
On XXXX, five months after my initial request to end my forbearance, I was approved to defer the remaining payments to the end of the loan.
I made my XXXX payment only to find that they applied it to the previous XXXX instead of XXXX. When I called to correct this and ask why my balance still showed as owing all the back payments, they informed me it would take several months for the " back end team '' to bring my statement up to date-thus DESTROYING my ability to apply for car loans, refinancing, credit cards, given it appears Im {$6500.00} behind on my mortgage.
Im still being told Im in " forbearance ''.
Based on their dates I now will have in total been forced into six months on UNREQUESTED, THREATENED forbearance I never needed or wanted.
I do not understand the fraudulent, nefarious reasons for these delays by citizens one, but it is NOT in alignment with the intent of the COVID relief act and appears to be putting tens of thousands of borrowers like myself into potential financial jeopardy.
I would like my account to be immediately set to the correct balance under the terms of their deferment plan and I would like all forbearance to end.
|
| 01/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
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Our mortgage application process for Citizens Bank took 5 1/2 months when we were told it would take 90-120 days. We had to resubmit the same documents multiple times make multiple phone calls and send many e-mails. I would provide documents requested, and then they would ask for something else. It felt like they were deliberately delaying the process. The only reason they provided was backlog due to COVID. However, when I called their loan application line in XXXX to check on what they were offering, I was told it would take 60-100 days, and they did not tell me I could not do a cash-out refinance at that time even though ( according to loan officer supervisor ) the restrictions were still in effect. Then we were denied XX/XX/XXXX. The denial states " we do not grant credit under terms requested ''. When loan officer supervisor finally returned our call XX/XX/XXXX, he told us that due to COVID related guidelines implemented in 'the summer ' ( he would not provide date when questioned, since we applied XX/XX/XXXX ), XXXX XXXX does not allow a cash-out refinance of a vacation property that doesn't already have a current mortgage. He said the restrictions were supposed to be lifted in XXXX and weren't, and then they thought they would be lifted in XXXX and they weren't. None of this was communicated to us. We could have pursued other options. We currently own our vacation home outright ( {$230000.00} appraisal ) and and applied for {$150000.00} cash-out mortgage to pay off mortgage ( from different bank ) on primary residence ( value about {$300000.00} ). We have no other outstanding debt, we both have credit scores of XXXX, a combined six figure income, and {$500000.00} in additional assets. I feel the bank misled us, stringing us along hoping to be able to offer us a mortgage if/when the restrictions were lifted. And now we are out 6 months of extra interest payments ( approximately {$1300.00} ) because we will need to start the process again with a different bank.
|
| 12/24/2015 |
Yes |
- Debt collection
- Credit card
|
- Disclosure verification of debt
- Right to dispute notice not received
|
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Web |
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I was contacted by phone from XXXX right before or around the 7 year date of past due payment to Citizens Bank VISA. I owed approximately {$9000.00}. They did n't tell me I had a right to dispute. They offered for me to settle with them at a reduced rate, of which I had no funds to provide. They said I could work out a payment plan monthly. I told them I could n't afford to pay much back in payments monthly because since XXXX I had been on XXXX. I also told them I know it is my responsibility to pay it back. I wanted to pay it back too. Then I told them I was n't working and had no idea when I would be returning to work. I have n't had substantial earnings having tried several places of employment only to have symptoms return and have to quit the job. Holding employment PT for 6mo or less. I 'm working now since XXXX of XXXX at only XXXX a week as that is all my XXXX and I know that I can manage.
For the month of XXXX XXXX XXXX did n't take my auto-pay payment and did n't contact me. This payment is taken on or about the XXXX of each month since, I think, XXXX XXXX. I have paid back close to XXXX already. They may have not taken auto-pay because in XXXX I reported a lost or stolen debit card and the XXXX sent me a new one with different debit card #. I called to explain this to XXXX on XXXX/XXXX/XXXX after receiving my XXXX statement but I could only leave a message as the call was n't taken from me. In addition, I called to let XXXX know that I have recently found out that they can not collect XXXX for payment of collections. I am fearful they will take more money from me now that this month of XXXX XXXX the {$150.00} garnishment from my Bank account was not processed, which they may believe is intentional on my part. This would break any phone agreement we made in XXXX.
I 'm also contacting you to ask, " Can they take this money from me legally? '' And, " Who can represent me if they are n't allowed? '' Thank you for reviewing and responding to my concerns.
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| 08/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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First, I closed a cash out refinance with Citizens Bank on XX/XX/XXXX. I began the process at the end of XX/XX/XXXX. There was to be no escrow for taxes or insurance as the loan is for {$180000.00} and the assessment of the home is {$400000.00}. The statement for XXXX shows an escrow for flood insurance of {$320.00} which was placed on the loan on XX/XX/XXXX. I had been quite clear with my loan officer, XXXX XXXX in the XXXX, CT office that I did not need or want escrow. There was no escrow included on the closing documents. On Tuesday morning XX/XX/XXXX, I spent 2 hours on the phone trying to rectify the problem. The customer service number Citizens Bank has listed on their app XXXX is only an automated phone service. You can not actually get any help. I called XXXX XXXX who was the loan processor. He tried to be helpful but said there was not much he could do. I called my branch in XXXX, CT and got a number that connected me with a person. He gave me the information that the escrow had been placed on the XXXX of XXXX for no apparent reason. He then redirected me to a person in charge of insurance. This person said since I do have the proper flood insurance, there was no need for the escrow and he would fix the error. It is now Saturday XX/XX/XXXX and the statement online still had the escrow of {$320.00} included for XXXX.
Second, at the closing I was asked to choose the day I wanted money directly withdrawn from my bank account each month. I requested the XXXX of each month. Both the Citizens Bank Home Loan app and their online statement says that my payment was due on XX/XX/XXXX and that I am delinquent in payment. The gentleman in customer service assured me that my payment is to be withdrawn on the XXXX and that their app doesnt always make sense. The same information is also on Citizens Banks online statement. I believe that their error has now hurt my credit score.
Third, they paid an incorrect amount of property taxes, which I recognized and paid.
|
| 04/14/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Older American, Servicemember |
|
Very unpleasant experience yesterday ( XX/XX/2022 ) closing out a few of our Citizens Bank accounts at the XXXX XXXX XXXX location ( branch XXXX ). What would typically take 5-10 minutes to complete this transaction took in excess of an hour ( probably even longer! ). Exacerbating matters was the fact XXXX, the Citizens teller was completely unprepared to transact this closure of our accounts hence we decided to forgo our other Citizens pending transactions and instead schedule a visit to an alternative Citizens bricks and mortar location just so long as we didnt have to deal with either XXXX and especially XXXX XXXX XXXX the branch manager. I am pretty much laid back but when I voice concern how long this transaction was taking, XXXX XXXX rudely and condesceningly suggested I take our business anywhere other than at his branch. Normally, the customer should always be right and when they simply voice displeasure to how long it takes to transact business it should never be taken personally. XXXX XXXX, the branch manager stated we should take " all '' our business to any competing bank just so long as it wouldnt be with Citizens. I am still livid and upset the way Citizens Bank treated my spouse as I was patiently waiting over a hour while this banking task dragged on and on infinitum. This was the very first time weve used Citizens at XXXX XXXX XXXX ( branch XXXX ) and rest assured I will personally never ever use XXXX XXXX XXXX or branch XXXX in the foreseeable future. I wish I had personally recorded the way my wife and I were treated as it would clearly document why this branch manager should undergo, at minimum, remedial training or even possibly replaced or terminated. I've served during war in the early 70 's, been cut open 4 times during my lifetime, and no one especially senior citizens should ever been treated in such a fashion. The last thing I need is for a ignorant rude branch manager giving me the " bum 's rush out the door '' for whatever reason.
|
| 12/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
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On Monday XX/XX/, I discovered that someone robbed my debit card information and stole {$470.00} leaving my checking account in the negatives. It occurred in six separate charges from the XXXX XXXX XXXX ( XXXX XXXX ) app. Whenever I order from them, my order always remains under {$10.00} so there is no way that it could've been me. I immediately called my bank, Citizens, and notified them of the fraudulent charges. The bank opened up an investigation and confirmed that the money would be returned once the investigation was completed. I'm writing this on the afternoon of XX/XX/, approximately 9 business days later and I still don't have my money back or an official update from the bank. I called the bank today for an update, and the employee confirmed that the investigation was completed and that they denied my request -- essentially saying that they won't be returning the money that was stolen. I had to open another claim today and now it seems like we're doing this from the beginning all over again. I feel like I'm being penalized for having my money stolen and it feels even heavier now that we're officially in the holiday season when money is tight.
In addition to NOT returning my money, the bank also denied to provide me with a notarized/official letter which I need to file an official police report ( I was turned away at the precinct ). I went to the Citizens bank located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX where the manager made me wait about 30 minutes to tell me that they won't be able to help me with that. They made me feel bad for even asking for a letter when we all know very well that other banks would've provided the letter without a hassle.
I feel particularly vulnerable and helpless right now. Every where I've gone I've been met with disappointing " no '' after " no. '' I would appreciate any assistance with this. It doesn't feel right that I have to suffer the consequences of all that money being stolen.
Thank you and XXXX XXXX.
XXXX
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| 04/04/2022 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
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This is a complaint against Citizens Bank of XXXX, RI ( " Citizens '' ) I was formerly a customer of XXXX, which Citizens Bank acquired my account through XXXX.
XXXX was previously my primary bank where I set up numerous auto-pay and direct deposit. When my XXXX account was acquired by Citizens, I was informed that none of my auto-pay information would properly transfer over to Citizens from XXXX. As a result I spent weeks migrating my auto-pay accounts off XXXX/Citizens. During the transition I experienced several days of " black out '' and no one from Citizens Bank was able to provide any support.
On XX/XX/2022, the first business day I had visibility into my own account, I went to Citizens Bank branch in XXXX ( the only branch within 20 miles of where I live ) to promptly close my account. The Citizens Bank branch representative assured me the account was fully close out and kept my Citizens debit card at account closure.
Several days after stated account closure, I noticed via Citizens mobile app that there is an alleged {$83.00} overdrawn balance, apparently resulting from one of the auto-pay debits that I have migrated away from XXXXCitizens.
I have since then made at least five different attempts to contact Citizens Bank but each time I end up spending over 30 mins on hold via Citizens phone line XXXX and not able to reach any person. Further, 1 ) Citizens phone support offers no call back feature, 2 ) there is no 'email contact ' option anywhere on Citizens website or mobile app, and 3 ) the 'chat ' feature is no available.
I have spent too much time trying to help Citizens Bank out with their own clerical error on the alleged {$83.00} overdrawn balance, but recently received a paper mail stating the balance is at their 'Collections Department '. When I tried to call the number stated on the letter, I end up at the same XXXX with no one ever picking up the phone and 'infinite wait '.
My account number at Citizens Bank is XXXX Please help!
|
| 04/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I occurred hardship over the past year due to divorce and applied for a loan modification to lower mortgage payment during community property and divorce settlement process.
Original modification request XX/XX/XXXX. All documentation sent in.
XX/XX/XXXX, I reached out to citizens who stated that I had to start a new request and resubmit all info and needed to email certain documents to a particular email group. After following up several times it seems " no one has received some of my emails or The ones we just opened exceed the 30 day window and you need to resubmit them. These were sent over 4 times with the email verified as well.
XX/XX/XXXX, online account confirmed all required info was received and packet complete and wait 30 days for review.
XXXX XXXX, I contacted for update and they stated I should receive letter in the mail re : decision XX/XX/XXXX, couldnt access online account and mortgage account closed via credit report.
XX/XX/XXXX no communication from them. Multiple attempts and several hours with customer service on hold. Disconnected with no follow up.
XX/XX/XXXX, mortgage statement owing $ XXXX and info on how to apply for assistance.
XX/XX/XXXX, credit score dropped to Poor.
Calling customer service requires a day off of work, as you are on hold of the time speaking with various customer service representative very broken XXXX. Not to mention, Im repeating the same information over and over to each person they connect me to. After several hours, it is guaranteed that the phone will get disconnected. Beyond frustrated and stressed out is an understatement. This financial corporation its more than incompetent.
On top of this extremely stressful situation with divorce and custody, I still have not gotten anywhere with the lowering of my mortgage payment, have an unacceptable credit score, and fear the loss of me and my childrens home. And now most recently, attorneys fees that are going be associated with getting this resolved.
|
| 10/21/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
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On XX/XX/19 I noticed a check was processed though my account I immediately contacted to citizens to advise them of this fraudulent activity the first rep showed no concern stating he didn't understand since I signed the check! I did not sign any check and citizens can confirm this is not my signature if they compared to any of the hundereds of checks that I deposited the rep advised he would start a claim and that it would take 6-8 weeks for me to be reimbursed! I requested a supervisor who explained yes it would take six weeks for reimbursement I advised her I had emails from a company I purchased checks from advising my check order went to and incorrect address back in XX/XX/XXXX and the check numbers! This was the first number form the batch of missing checks! XXXX stopped payment on the remainder checks and told me I would be charged a {$35.00} fee! She would look into rebating that fee but I have not heard back! My concern is there was no lack of urgency with reversing these funds as they can plainly see this is not my handwriting I feel citizens does not protect their consumers from fraudulent activity! I cant afford this to happen at this time my husband has been out of work for 5 months and citizens can confirm the XXXX checks being deposited which is 80 % less of the income that normally goes into this account..My funds are supposed to be protected with this bank and they are not! I am beyond frustrated with the lack of concern the no protection and the time they are advising they will reverse the funds to my account! There was a check written for {$400.00}! By a XXXX XXXX are they looking to see where this person cahsed this check and where it was accepted and after this person! Per XXXX she stopped payment on the remainder checks starting with XXXX I hope she has done this! I told her I have the email for the company checks in the mail advising my checks were sent to an incorrect address hoping that would speed up the reversal but it didn't!
|
| 12/08/2016 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
|
|
Web |
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This is in regards to Citizens One, and the XXXX which they service. On XX/XX/2016 I purchased an XXXX online for pickup in store, and when I got there, an issue with XXXX 's systems required us to cancel that order ( and the associated loan ) and redo the order ( resulting in a XXXX loan ). The pending charges for sales tax and first month 's payment for the first loan were never settled, and fell off of my credit card as expected. However, a month later Citizens One double charged my credit card. I contacted them and they claimed the first loan was still open, and told me they could n't do anything. I had to work with XXXX to get the correct information sent to Citizens One to close out the loan and refund my money. I received a confirmation email from Citizens One on XX/XX/2016 which stated " Dear XXXX XXXX, We were recently notified that you returned your XXXX order. Your loan number XXXX is now paid in full and has been closed.
Any payments you have made to your loan will be refunded to the credit card or checking/savings account you have set up for your recurring monthly payments. Please allow XXXX business days for these payments to be returned. '' Since it 's been XXXX business days I called them, and they 're now telling me that it 's going to be up to XXXX business days before they refund the money. I complained, since I have a commitment in writing, and XXXX days is a ridiculous amount of time to process a credit card charge reversal. They told me that it was a generic email that gets sent out to everyone that closes the loan early. They could not/would not answer why it says XXXX business days if they really mean XXXX business days. After asking to be transferred to someone that could do something about it, she transferred me to XXXX, who said he 'd put in a request to expedite the refund. But they would not give me a reference number, send me an email confirming this, or do anything that will provide me with evidence of the conversation.
|
| 02/04/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
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I ordered an XXXX XXXX XXXX XXXX XXXX through XXXX XXXX with financing from Citizens Bank. Order was placed on XXXX the XXXX, item set to arrive on the XXXX, then I got a notification of a delay and availability for the XXXX. The order said I had until the XXXX for pickup. When I went to go pick it up after waiting over an HR it was made known that my product wasn't there. I emailed the manager 3 times with no response. Called customer service multiple times, corporate, XXXX XXXX forums, XXXX XXXX XXXX as well as going to XXXX physical stores multiple times to speak to a manager. XXXX XXXX XXXX was never available. Manager at XXXX XXXX hasn't been at the store for XXXX months as I have visited multiple times hearing different excuses. Then visited another store in XXXX with a XXXX which was also no help. After exhausting my resources I called Citizens Bank. I explained what happened and what my options were which I was told they aren't responsible for supplying consoles and that I could just close the account since my efforts were leading nowhere. Days later I applied for a credit card and my credit line originally offered was reduced. It was because I received a deragatory remark from Citizens Bank with remark stating " paid by dealer ''. I called Citizens Bank and they said they'd repair it and after another 8 contact attempts with them not relieving the problem I asked to speak to, '' XXXX '' the manager. XXXX offered no assistance and gave me attitude unnecessarily. I contacted XXXX and XXXX and challenged the damaged credit from Citizens Bank. I have attempted 5 disputes with XXXX getting denied each time. I have sent a demand letter to XXXX Bank with no response as well. Citizens Bank mandates what everyone knows as corrupt when it comes to arbitration. It took me years to build my credit and I have now taken a hit unnecessarily at no fault of my own and a creditor for a new card lowered my credit availability by thousands of dollars as well.
|
| 03/10/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
Hello, On XX/XX/2021 upon checking my account I had a balance of over XXXX. I made a few purchases on XX/XX/2021. On XX/XX/2021 upon checking my account it was a negative balance of over XXXX.
I contacted Citizens Bank on XX/XX/2021 and spoke to a banking representative. I explained my situation and the representative placed me on hold. After returning to the call she explained that there had been an banking error with the system on XX/XX/2021 that caused several transactions to disappear from the customers account. The representative assured me that Citizens was in the process of correcting this error and the accounts. I asked the representative how this would affect the over draft balance of over XXXX dollars on my account. I check my account on a daily basis and follow all transactions. The representative responded by saying that the accounts would be taken care of including the overdraft. Not confident with this response, especially due to the significant amount associated, I asked to speak to a manager.
Upon speaking to a manager, she confirmed that the bank did occur technical errors on XX/XX/2021, however they would not be charging overdraft fee 's to the account. I asked the manager who would be responsible for the transactions suddenly disappearing causing for confusing in the balancing of the checking account. The manager stated that the bank would not be responsible for transactions made even though their system a problem occurred with their system that caused several transactions to disappear. I asked the manager to speak with someone above her and she stated that there was no one else that I could be transferred to.
I do not feel that customers should be held responsible for banking errors. This situation has been very confusing and frustrating and without receiving any assistance from banking representatives at the institution that you trust with your funds it is very frustrating. I would appreciate any assistance in this issue.
|
| 11/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
I am filing another complaint, as a follow up to # XXXX XXXX which I filed with CFPB on XX/XX/2023 about Citizens Bank. This complaint was closed after a letter was sent by XXXX XXXX from the office of the Chairman at Citizens Bank.
As I indicated in the feedback I provided on the CFPB site and in XXXX voice mails to and an email to XXXX XXXX ( last week and again yesterday ) -- the issue from the original complaint has not been resolved. It has now been XXXX weeks since I first made the claim ( XXXX ) to Citizens that a check had been fraudulently cashed on my account and they have provided no indication of when a final determination would be made.
While I appreciate that Citizens finally offered a provisional credit ( reference number : XXXX ) to my account for the {$5000.00} that was fraudulently taken from my account, this credit is only provisional, and even at that, was not provided until almost XXXX months after I filed my original complaint with Citizens. It should also be noted that the XXXX Citizens employees I spoke with prior to filing my complaint with the CFPB all agreed that you could clearly see the outline of the name of the original payee on the check that was fraudulently cashed. The letter from XXXX XXXX indicates that Citizens takes the matter of fraud seriously and that it takes XXXX weeks to investigate and resolve a claim. It has been XXXX weeks since I filed this claim and the letter states that this claim is still under investigation. There is no indication of when a final determination will be made and when ( if? ) the provisional credit will become an actual credit. In addition, Citizens does not have a clear and transparent process in place, and as my original complaint stated, I received different messages from XXXX different Citizens employees about the time line and the question of a provisional credit. Until my account receives a full credit of the funds fraudulently taken from my account, my complaint stands.
|
| 02/03/2017 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
|
|
Web |
Older American |
|
I apologize for having to intrude on your valuable time with this matter. I do so as a last resort having exhausted all customary channels with the local representatives at Citizens Bank.
I had XXXX IRA CD 's at XXXX ( XXXX ) maturing in XXXX. In XXXX I received XXXX Maturity Notices from XXXX showing the maturity dates and details of the XXXX CD 's. At about the same time I also received a solicitation in the mail from Citizens promoting a 15 month 1.5 % CD. I visited the local XXXX NY branch of Citizens bringing the letters from XXXX and the advertisement I received from Citizens. I met with XXXX XXXX XXXX. I explained to him that, although I would be out of town, it was my desire to transfer the XXXX CD maturity proceeds to Citizens when they matured. XXXX XXXX XXXX said that he could collect the proceeds from XXXX upon maturity of the CD 's to fund the new CD at Citizens. We agreed, XXXX XXXX XXXX made copies of the letters from XXXX and he completed the necessary transfer forms while making several phone calls to get instructions on how to fill out the forms. I signed the form as he requested.
Upon my return home several weeks later, I was surprised to find a mail notification from XXXX advising that the proceeds were transferred prior to maturity, resulting in an early withdrawal penalty of {$2400.00}. XXXX XXXX XXXX erroneously processed the transfer requests immediately, approximately 5 days and 13 days before maturity. He did not wait until after the maturity dates as he agreed to do. The early transfers resulted in a {$2400.00} penalty to the CD balance plus a {$370.00} tax liability. The original XXXX CD rates were 3.25 % and 3.44 %, much higher than the 1.5 % rate I received upon transfer to Citizens, so there was no incentive to transfer the CDs to a lower rate before maturity.
I am requesting that Citizens Bank make me whole by reimbursing me for the loss I sustained as a result of Citizens Bank failure to follow my instructions.
|
| 05/28/2016 |
Yes |
|
|
|
Web |
Older American |
|
i made the mistake of having XXXX book me a flight/ hotel package with XXXX Airline for a price of {$400.00}. The package was a XXXX XXXX XXXX roundtrip with XXXX nites at the XXXX XXXX. I should have none it was too good to be true. XXXX called me up and bumped me off my flight. They offered to put me on another flight for an additional charge of {$250.00}. Initially I booked it but then i cancelled it because I suddenly realized I was getting XXXX with my pants on. XXXX offered me a XXXX or XXXX XXXX XXXX. I tried to use it for my trip but I could not get booked on the days I wanted to travel.
I had to rebook with XXXX @ a cost of {$520.00}. XXXX just ruined my favorite holiday, XXXX XXXX XXXX. First XXXX signs you up. Then they bump you. and then they fleece you for the price of another ticket. When you refuse to buy another ticket because you know you are being rooked, they say WE 'RE SORRY ABOUT YOUR EXPERIENCE WITH XXXX AIRLINE. The XXXX they offer is about as worthless as a XXXX dollar bill. You ca n't use it to get where you are going on the dates you need to travel. XXXX Airline is a flying clip joint. This is my first exposure to XXXX and it will be my last. I would not be caught dead on such a scam airline.
The kicker is that their fine print and legalize traps flyers like a spider traps a fly. once they get you in their orbit they can manipulate you and gouge you for more money, like they did with me. The majority of XXXX passengers will make it to their destination via a spam in a can experience. XXXX knows that they are going to torpedo the plans of a lot of customers like me. They call it collateral damage. But it is part of their game plan and they can live with it. Afterall, it nets them a lot of money. And unfortunately it is all very legal. Legal but unfair and unethical. I would rather French kiss a rattlesnake than ever fly on evil XXXX. Their CEO is a pit viper named XXXX XXXX XXXX. How does he manage to sleep at night?
|
| 02/21/2017 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
It is understood that banks have overdraft fees, however I encountered an incident that is highly irrational and simply unconscionable. I am a XXXX employee who makes over {$250.00} a week and over a month ago, one week of my barely there paycheck went towards over draft fees. Over a long holiday weekend I made a couple of withdrawls, only after carefully balancing my checkbook to ensure that my available balance was able to cover the withdrawls. That Tuesday I checked my account, only to find to my horror that my account was in the negative for almost {$300.00}, charged XXXX over draft fee 's for purchases averaging less than {$10.00}. We immediately contacted Citizens Bank customer service, only for them to explain that because the larger withdrawls posted before the smaller purchases, resulted in my account being overdraft. The bank representative was empathetic and was not willing to remove none of the overdraft fee 's, not even XXXX. I escalated it to the supervisor and she was even less empathetic to the point of her being very condescending. She referred me to a local branch to try and get the fees reversed but this was nothing but an attempt to end the call because the branch representative referred me back to the corporate customer service, who referred me to them. There is something highly wrong when these banks, whom our tax dollars bailed out, show little sensitivity to its customers and is steadfast in its conviction to operate in a manner that lacks an ounce of humanity. It is clearly visible to the Citizens Bank how much is deposited in my bank account each week and to have not even XXXX of its employee express some level of compassion is still beside me. Every business is in it to turn a profit, but to think that Citizens Bank will go bankrupt for waiving these fees is unfeasible, what they in turn will lose are customers, because unlike its namesake, this is a bank that does NOT stand for the best interest of its citizens.
|
| 08/02/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
|
|
I have a checking account with Citizens bank, I recently used them to deposit a check that had been sent to me by a family member I am not the only family member to receive this check. I used their mobile deposit option thinking I would use the feature and within 5-7 days my money would be deposited into my account. This check is for XXXX and is a big deal to me, after I used their mobile deposit feature I received a letter in the mail from citizens bank stating I would be seeing my deposit in my account on XX/XX/23, when it became XX/XX/23 I became worried and called them. They told me that they were having trouble verifying where the funds were coming from and then told me over the phone that I would not be receiving the deposit until XX/XX/23 because of verification problems, that to me was unacceptable and in some way can not be legal due to regulations on banking, after this phone call I called the person that sent the check to me they said that the funds were taken out of their out of their bank account on XX/XX/23 all XXXX XXXX after a couple more days I decided to call again because I was frustrated and wanted more answers as to why it would be XX/XX/23. I asked to talk to a supervisor and was put on hold until then I finally reached a supervisor that told me that if I was able to get a number from the other bank stating they verified the funds and that it was taken out of the account that that would speed up the process. They told me they can not cancel the check, that they do have the XXXX $ and they also stated nothing on the check was unusual. I am writing this now because even after I gave them the information from the other bank they still have not updated me about anything, they still have not called me and I do not believe they are making efforts to make this resolution come true. I am never using citizens again as I feel they are scammy and thiefs. If there is anything you can do thank you I appreciate the help thank you.
|
| 02/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Approximately one year ago, I noticed that the automatic payments in my accounting software did not match the information on the Citizens One Home Loans monthly mortgage statement. I could not match their escrow amount with my escrow amount which is comprised of property taxes and property insurance. I began a process of attempting to determine the property tax and property insurance components of their escrow figure, but was unable to do so. I used their on line resources, but they do not provide the detail specifying the amount of property tax and property insurance for each statement. The consequence of this is that my goal of pay additional principal each month has been thwarted and now I am not where I wish to be with the outstanding balance. This is beside the point that I still have not received the monthly breakdown I have requested.
My first request for this breakdown was on XX/XX/2019, and was made to my loan officer, who has been very good at responding and attempting to help. In fact, he is the only one at Citizens who has been responsive.
Since that time, I still have not received this information.
I have spoken to their office in XXXX XXXX, VA which I was referred to. All they did was provide the exact same information that I could ( and did ) download from the Internet. More recently, I was in contact with the Rhode Island Head Office in XXXX, RI. A XXXX XXXX, who works for XXXX XXXX XXXX, Chairman and Chief Executive Officer of Citizens Financial Group , Inc.. I asked her for the breakdown information, and she refused. I asked for her to send me a letter to that effect and I would forward it to the CFPB. She said I could expect the letter in up to ten days, once it was approved. I called twice after ten days and left messages asking for the status of the letter, and asking her to call me. She did not return either of my phone calls. I then sent an email to Citizens stating that I was taking this action against them.
|
| 09/10/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
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Over a year ago I had an open account with Citizens Bank. The account was accidentally overdrawn {$2.00}, and I was charged a huge fee of {$35.00}, which is 1502 % interest. I called the bank to explain that I could n't cover the overdrawn amount ( now {$37.00} ) until the XXXX when my direct deposit was scheduled for, and they indicated that they would continue to charge me fees for not being wealthy enough to cover their ridiculous fees. I explained that this was unacceptable, and that I would be closing my account and taking my money with me if they did n't stop posting fees to my account, as this policy obviously only affects poor people who ca n't cover the initial huge fee and turns into a vicious theft of money. I do n't get to charge the bank 1502 % interest when they borrow money from me, so this is an abusive relationship.
Citizens Bank continued to charge my account, and I followed through on my word to leave as soon as the XXXX rolled around and my deposit came though. I withdrew and transfered my money ( minus the first {$35.00} fee ) and left the bank.
I went to work on XXXX XXXX down in Massachusetts, and after working a 16 hour shift, made sure to file paperwork canceling my direct deposit before driving 4 hours home. The next day I began calling payroll and leaving detailed messages ( they never answer the phone ) to ensure my check would be mailed to my address and not sent to a bank. 3 weeks later I still had not received a check and began calling payroll again, to eventually find that my paperwork and phone calls were ignored, and a direct deposit of $ XXXX was sent to Citizen 's Bank. I checked the account and it had been closed ( as it should have been ) before the deposit was made, but payroll claimed the amount was never returned to them. From what I can gather, Citizens Bank has been holding my {$340.00} paycheck without my permission or an open account, for over a year now, and I have n't seen a penny of it.
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| 11/25/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
Servicemember |
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I had closed my XXXX XXXX Checking account in XXXX of XXXX. Upon doing so I received a letter from Citizens Bank XXXX XXXX XXXX NH XXXX. This letter stated I have no other accounts with that bank. I know I did because I set up my retirement account online. In doing so I also learned the Lawsuit I was involved in and was awarded a rather large lump sum was deposited because my total either monthly or yearly that I was to receive in my retirement was also rather a large lump sum so I knew what I was awarded had been deposited. Not only that but the bank didnt close my debit card when I had closed my account that XXXX of XXXX. Here we are now XXXX and I had gone back to the very same bank and opened a checking account and a savings account in XX/XX/XXXX. This is when this bank took the opportunity to close my old debt card of XXXX that was in my previous legal name even though since then I remarried and the bank representative who helped me open the checking and savings said that was weird Ive never had that happen before. She was confused because she had entered in the computer my newly married name saying she has worked there XXXX and a half years and that has never happened to her before. She called the individual processing debit cards explained the first debit card came out with my previous name and she would need her to print up another debit card with my new legal name. I have the paperwork that shows in XXXX my card number and now in XXXX that strange debit card that came up with my previous legal name on it also has the same debit card numbers from XXXX. I also have the paperwork for that bank closing the debit card from XXXX now in XXXX closing it due to computer errs. In XXXX my checking account I had opened was also cyber attacked and wasnt put back in the same way it was taken out in different increments adding to be over {$700.00} dollars taken by a company name of XXXX XXXX the bank didnt report it to the proper authorities.
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| 04/06/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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Web |
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My concerns are : The loan was declined in spite of my Exceptional credit rating and solid financial standing Citizen One ran a credit check, leaving a permanent mark on my record The explanation given for the decline, APPLICANT 'S IDENTITY CAN NOT BE VERIFIED is not plausible because they did run a credit check. What part of my identity do they lack when checking into my private credit information?
What happened : I visited the XXXX XXXX in XXXX XXXX, CA on XX/XX/XXXX to buy an XXXX. I wanted to participate in the Upgrade program, for which applying for the loan or using the XXXX Credit Card ( which I did not have ) was mandatory.
I filled out the application on the stores XXXX and hit submit at around XXXX XXXX. Within about 60 seconds, the store Associate informed me that my loan application was DECLINED.
He then gave me a phone number to call to try and find out why the loan was declined and to try and repair the situation. I called the number and navigated the voice mail tree multiple times, being placed on lengthy holds and ultimately concluding that no one at the loan company was available to answer questions.
When I arrived home, I found an email time-stamped XXXX XXXX that said : Thank you for your recent application ( s ) for an XXXX loan with Citizens One. After careful consideration, we are unable to approve your request for the following reason : APPLICANT 'S IDENTITY CAN NOT BE VERIFIED If you have any questions, feel free to call us anytime at XXXX.
The next day, I found that a credit check had been run by Citizens One. If they were unable to identify me, how were they able to hit up my credit, leaving a permanent mark on my record showing their inquiry?
In my subsequent phone call to Citizens One, the agent stated that they would investigate if I was really interested. I said I was really interested. She said they would get back to me in about a week. I have not heard back from them in the ensuing 5 weeks.
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| 06/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
Older American |
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I sold my long-term home in XXXX XXXX at the end of XXXX and sought to buy a condo in early XXXX . The price of the condo was {$310000.00}. I was referred to Mortgage Broker XXXX XXXX a t Citizen 's Bank to obtain a mortgage. XXXX XXXX told me I did not qualify for a mortgage although I had sufficient cash from the sale of my home for a very large down payment. He offered to take out a mortgage in my name and to have me pay him the monthly mortgage payments and condo fees. I am not very sophisticated in mortgage matters and I trusted him and followed his advice. I gave him {$100000.00} in cash and he took out a mortgage for {$210000.00}. I thought the condo would be put in my name but instead it is in XXXX XXXX 's name. I have paid the mortgage and condo fees each month although XXXX XXXX claims the tax benefits of the interest payments. XXXX XXXX has threatened to evict me on several occasions as he no longer wants the mortgage in his name. I am of limited income and can not get a mortgage. I feel like I was taken advantage of XXXX XXXX and Citizens Bank, as I am not even sure if he or the bank even considered me for a mortgage. Also, Citizens Ban k and XXXX XXXX should have advised me to put more money as down payment or even pay cash for the condo, which I could have done. At some point after the purchase of the condo XXXX XXXX went to work for XXXX XXXX as a mortgage broker. He provides me with XXXX XXXX pre-paid envelopes and I send my monthly payments to him at XXXX XXXX . I believe XXXX XXXX should know what he is doing and he should be disciplined for taking advantage of me. I am a XXXX year old XXXX woman with health problems and limited income. The actions of XXXX XXXX , a licensed mortgage broker, and both Citizens Bank and XXXX XXXX have caused me financial hardship and emotional distress. I feel like I was cheated out of owning my condo.
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| 10/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I spoke with XXXX XXXX of Citizen 's Bank yesterday about unresolved complaints I have submitted concerning the escrow account. In speaking with her, she disclosed that a representative with Citizen 's contacted the XXXX XXXX XXXX tax department and was informed that there is a balance of {$630.00} in unpaid property tax for the property from XXXX. XXXX XXXX told me that the XXXX XXXX XXXX tax department told the Citizen 's representative that the tax bill was sent to me directly. I told XXXX XXXX that I never received any bill from the City. I requested that XXXX XXXX provide me with all bills that Citizen 's was given by the XXXX. She told me that she could not do that because this information could not be extracted from their system.
After speaking with XXXX XXXX, I contacted the XXXX XXXX XXXXXXXX tax department by phone and by email. I spoke to an employee with the department who told me that the {$630.00} tax bill was not sent to me. It was sent to a Citizen 's Bank in Texas and then re-routed to a Citizen 's Bank in XXXX XXXX because the bank in Texas informed the taxing authority that is where the tax bills needed to be sent. The bill has never been paid by Citizens via my escrow. When I closed on the property on XX/XX/XXXX, I deposited {$1000.00} into escrow at closing and I paid {$340.00} per month into escrow thereafter during XXXX. I was refunded {$520.00} at the end of the year of XXXX. I have no idea how the refund was calculated. I have requested of XXXX XXXX to provide an accounting of this. I have also requested verification of taxes paid in XXXX as reflected on form 1098 issued to me by the bank. This form reflects that I paid {$7900.00} in real estate taxes but the escrow account does not reflect this.
In short, this is a hot mess due to Citizen 's Bank ineptitude and indifference they have exhibited towards me since day one of my contact with the loan officer who was absolutely awful in processing this loan.
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| 02/12/2022 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Account opened as a result of fraud
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Web |
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I had multiple XXXX accounts. XXXX has changed to a wealth management bank so I received notification that my accounts would be transferred to Citizens Bank. I did not want a Citizens account, so I called Citizens and was told the only way to prevent an account from opening was to fully close my XXXX accounts. I closed my accounts fully with XXXX on XX/XX/2022 ( receipts attached ). On XX/XX/2022 I spoke on the phone with Citizens as well as as XXXX messaged with XXXX at Citizens. XX/XX/XXXX I had written confirmation from XXXX via email that an account would not be opened in my name if my XXXX accounts had been closed. They were away of the date I closed my XXXX accounts. On XX/XX/2022 I received an email about my upcoming account being opened at Citizens. I spent hours on the phone trying to have my info wiped from their database and to get assurance that a Citizens account would not be opened. I spoke with an agent and eventually was able to speak with a manager XXXX on XX/XX/2022 who refused to remove my email from their database and confirmed multiple times that no account would be opened in my name. She told me that our phone call was being recorded but when I asked for a copy for my records, I was refused. I was given an address for Citizens Office of The Chairman ( with no name attached ) from XXXX and I sent a certified letter on XX/XX/2022. I submitted a complaint with the New York State Department of Financial Services on XX/XX/XXXX. They closed the case asking that I submit here instead. This week I have received information that an account has in fact been opened illegally in my name at Citizens after they assured me multiple times that this would not happen. I am attaching photos of the checks and debit card they sent me this week.This company has caused hours of work on my end and between that and the fact that it involves my finances, it has caused a massive amount of stress. Thank you for helping me resolve this.
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| 03/09/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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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.
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| 03/02/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Servicemember |
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I'm seriously at a loss for words when it comes to the way citizens bank handles loyal customers. I've noticed a few months ago when my accounts have been hacked due to issues with my phone and digital wallets, that anytime l 've had to call to file a dispute or call to see what was going on with prior disputes-the way I've been treated and spoken to by customer service is not acceptable! In the past 2 weeks or so, I've filed 4 fraud disputes with citizens bank.
There were 4 due to the fact that I didn't wait for each and every charge the was pending to post before filing just one dispute. 2 of them were filed on XX/XX/XXXX both totaling {$5000.00} which bacially drained my account in itself. One was filed on XX/XX/XXXX in the amount of {$850.00} and another was on XX/XX/XXXX in the amount of {$1200.00}. I was told by numerous customer service reps that a provisional credit would be applied to my account-due to the transactions being fraudulent and also draining my entire account. I waited several days which has now turned into weeks for the money to be put back into my account, which it hasn't. I received a letter in the mail a few days ago stating that due to me filing fraud disputes, citizens bank was gon na close my account? I'm not even sure how this is even ethical considering how citizens bank stands behind its Zero Liability Protection Policy. When I found out that the claims dept of citizens bank was denying my fraud claims, I was told by XXXX, who works for the office of the chairman and who answers XXXX complaints, that the reasoning they gave to deny my claims was because I gave a company a selfie pic and copy of my ID a long time ago to verify it was me-a company that had absolutely nothing to do with the charges I had filed these claims for! PLEASE explain to me how this makes any sense? So basically your closing an acct that's been open for years a denying claims and not refunding my $ for absolutely no reason?
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| 02/14/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
Older American |
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On XX/XX/XXXX in the early evening i noticed that i had 250+ emails. when going through the emails i noticed they were all spam with languages that could not be deciphered. I immediately decided to check my bank account. i opened my bank account on my phone and noticed monies being moved around between accounts. almost immediately i received a phone call from the fraud department from my bank. they wanted to confirm what was going on in my account. i informed them that none of that was done by me. they immediately froze my accounts. i was at the bank for the next couple of days and it was determined that someone had access to all my information and had gotten into my bank account and opened other accounts and transferred money between all the accounts. I was told by the bank that when the scammer first got access to my account they signed into my account adding themselves as users and then every time we changed the accounts, they would try to access it, and when asked for the password would say they forgot the password. since they were users they were give a new password and would again have access to my account. with the banks help i opened new accounts ( three times ) then realized that the scammers were in the new accounts before i could even get access. the bank froze my home equity line of credit and i closed all my accounts. I now have no banking accounts in my name. i had to change my email and phone number witch has made it difficult to continue using many of the aps on my phone which were tied to my old email address. i was also advised to freeze my credit with all the credit bureaus and i also purchased lifelock. I filed a police report with my local police as well. the banks fraud department have been very helpful as has the banking staff. Seems the banking is how i became aware that my identity was breached, but i also got 1300 spam emails and numerous text messages, which led to changing my email and phone number.
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| 01/23/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
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Web |
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XX/XX/XXXX XX/XX/XXXX, 0r XXXX XXXX. I was approached at my XXXX Bank where I am a member by the teller, as I was doing a random exchange, in XXXX. I am a platinum member, and their staff gave me a promotional offer that they were " celebrating '' within their office to apply for a credit card, with Citizen Bank. The bank and I have a ten year relationship.
They said I qualified for a credit card for a 15 month 0 percent interest charge ( APR ).
The advertising on the brochure was what they call in law school bait and switch and the intent was to get clients to order a credit card.
As a member of this bank, i defaulted to trust with them, as it seemed like a good deal, and I told them i would consider it since I had XXXX large purchases coming up. Equaling XXXX dollars.
Now, they had the chance to have integrity, as the brochure says nothing about purchases, but, only about an " introductory rate for 15 months for 0 APR '' for balance transfers from other cards.
It was trickery and faulty advertising their intent was to bait, and then switch by providing the wording of introductory rate and then later stating for balance transfers, the next page if any page thereafter has the rate for actual purchases being 16.9 percent, which is ludicrous.
I called the bank at my second statement because I was under the impression that this new credit card had 0 % for the first 15 months of purchases, and the agents of the bank conveyed this by their lack of disclosure when I stated that I would use it for purchases, and also by their compliance by not explaining otherwise. As to the terms, I do feel this contract should not be upheald and they need to offer me the contract of 15 months 0 % interest, because of the phrasing and the selling of their product to a costumer being vague and cryptic and the costumer having a trusting nature with the bank.
It was truly a move I consider of terrible business practice on the part of a bank.
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| 05/07/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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My checking account was charged fees of XXXX for XXXX overdraft for 7 business day ( 9 calendar days ). On XXXX my checking was assessed an overdraft fee of XXXX for a check presented against my account ( XXXX ) for {$200.00}. My balance was XXXX after submittal. I received no notice in the mail on this item and was assessed XXXX sustained overdraft fees during this period. The first was on XXXX and the second sustained overdraft fee on XXXX both for {$30.00}. I understand the initial overdraft fee being assessed of XXXX. However, I find the sustained overdraft fees to be abusive and predatory in nature. Not long ago, sustained overdraft fees were generally applied after 10 business days. This time of 10 days allowed for the notification time that may occur for when a client may not be aware of this event. In my case, XXXX were applied before 10 calendar days occurred. Out of curiosity, I used an interest rate calculator to determine what this interest rate might be if I were to convert this small matter to a loan situation and I was told that the calculator could not estimate the rate because it was too large. So I adjusted the amount I was negative to XXXX ( but in reality XXXX ) against the total amount I would pay to rectify the matter of XXXX and the interest rate amounted to 192 %, which I believe is above predatory. I feel that 1 ) this matter is very abusive, borderline criminal. 2 ) the policy does not allow for sufficient communication time to allow for rectification IF it was determined that the abusive extra charges should be allowed to continue. Again, I do not believe Citizens bank should be allowed to pile on these types of fees with this level of ferocity. I do understand that Citizens bank is a business and that profit is their motive but this policy and practice is a pure money grab with little or no notification to it valued client/fellow citizen. Please feel free to contact me at XXXX, thank you XXXX XXXX
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| 11/05/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem when making payments
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Web |
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I got a personal installment loan with citizens one bank for the new XXXX. I went to pay off the full balance of the loan on the phone and I find after I made the payment with the supervisor XXXX that I was charged twice with each amount being {$1300.00} for a total of over a {$2000.00} charge on my credit card. I had to use my credit card to pay off other balances and could not do so because the overcharge of two payments reduced my credit line needed to pay off other balances. The supervisor did not tell me the first payment did not go through which took away my choice to tell her to not make an additional payment effort after the first payment did not go through. Instead she just kept charging my credit card without notifying me and when I get off the phone I see two charges on my credit card. After two weeks of waiting going back and forth with multiple supervisors I asked that they give me a discretionary credit on my credit card for all the issues as well as to compensate for the interest accrued on other balances that I could have paid off using my credit limit that they reduced by charging me twice. The bank didnt even make an effort to reverse the second charge as it was on my account for 8 days. For eight days I did not have the credit limit I needed to pay off other obligations due to them charging me twice while interest was acrruing daily on the other obligations. The supervisors escalated this matter to the office of the chair and the end resolution is that they were not going to give me a discretionary credit for all the issues they caused. I spoke to a lady named XXXX. I told her I was going to report them to the CFPB because many other customers may be going through the same thing. Two days later I get a call from the dispute resolutions department to check up on me because they heard I was going to the CFPB and they tried to ensure they werent going to give me a credit but they would better their process.
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| 10/27/2017 |
Yes |
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- Struggling to pay mortgage
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Web |
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Starting XXXX XXXX I called Citizens Bank to talk about doubling up on payments i was then advised not to send in anything that A loan modification that way the past due payments would be placed at the end of the loan also that this would suit me best. The rep stated the application would be sent to me via mail. I received the application submitted it as well with the required documents I could never speak directly to my lender as the voicemail was always full or she wasnt available. I received numerous of letters stating my application was incomplete and that I was missing paystubs. This went on and on for months even after communicating with her assistant and him advising me and telling which ones were so called missing I resubmitted the same documents and waited for a response by this time it was The end of XXXX. I then finally spoke with my lender and she then stated that she had to close my application due to it being open too long also after figuring out that she not only had received all the needed documents but All needed pay stubs and that she was under the impression that I had two jobs. I even mentioned that I would get a letter from my employer if needed proving that it was the same company. She said no then went on to say that I can just resubmit the same documents and to change the date on my application because she had no choice but to close this one out. I did so as she recommended to only receive the same letter stating that my application was incomplete in XXXX. I called citizens numerous of times distraughted that i was about to experience the same thing. The following week i started to receive letters about foreclosure and letters being placed on my door. I made several attempts to call and speak with citizens only to get the same recording of a full voicemail. I then went to a hud counseling agency submitted the documents and we both to this day have not been able to reach citizens about the situation.
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| 05/04/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
Older American |
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I still have no access to my funds ( monthly deposits from my corporate pension ) since my current bank bought my checking and savings accounts from another bank. I live in XXXX, XXXX and possess no US phone therefore it is impossible to have e-banking or the XXXX banking app. The only option to access my funds are with the debit card and a valid PIN. To this day, the two PINs I was provided are Invalid PIN.
Despite earlier promises, the bank finally shipped me my debit card via XXXX on XX/XX/XXXX, however, the bank forgot to send the PIN via a separate post. I received the letter with the PIN finally on XX/XX/XXXX, however this PIN to this day remains Invalid. On XX/XX/XXXX XXXX XXXX tried to help by activating the card and by providing me exceptionally with a temporary Pin over the phone, however that PIN as well has been Invalid.
Almost all customer support assistants that I spoke to, are very friendly, patient, resourceful and professional. However my problem remains unresolved despite 13 lengthy phone calls after the bank takeover took effect : On XX/XX/XXXX ( XXXX XXXX XXXX, XX/XX/XXXX ( XXXX XXXX, who then passed me to XXXX XXXX XXXXwas disconnected ), XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX XXXX XXXX XX/XX/XXXX ( XXXXy -was disconnected ), XX/XX/XXXX ( XXXX XXXX & XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX XXXX? ), XX/XX/XXXX ( XXXX XXXX & XXXX XXXX XXXX, XX/XX/XXXX ( XXXX XXXX ) and XX/XX/XXXX ( XXXX XXXX XXXX ) I also made several calls before the merger and was told to wait until after the merger date.
On XX/XX/XXXX ( today ) XXXX XXXX confirmed that a new PIN will be posted to me. Given that the previous PIN posted to me has been invalid, I do not expect that the new PIN, which I should receive approximately by the end of XXXX, would be any better. I would appreciate any help you can provide me with. Thank you!
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| 04/18/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Charged fees or interest you didn't expect
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Web |
Older American |
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Citizens One billed me for a loan to pay for an XXXX XXXX all access purchased at XXXX. I never purchased an XXXX XXXX at XXXX and never applied for a loan to pay for the nonexistent XXXX XXXX. The most recent statement asserts a balance of {$870.00}. The last four digits of the bogus account number is XXXX. I do not know the account number. My name is XXXX XXXX, and my address is XXXX XXXX XXXX XXXX, XXXX, Ohio XXXX.
The first bill from Citizens One was dated XX/XX/2021, and the transaction date was XX/XX/2021. My first attempt to correct the problem was a telephone call that was transferred to 5 people before it was dropped by the 6th person who I was referred to. The toll free number was XXXX. Thereafter, I was referred to the fraud department at XXXX. Subsequently, I submitted my dispute in writing as directed to Citizens, XXXX XXXX XXXX, XXXX, Nebraska XXXX. A certified letter was sent on XX/XX/2021 and was delivered to XXXX on XX/XX/2021. There has been no response from Citizens One to date. A second statement from Citizens One dated XX/XX/2021 arrived on XX/XX/2021. The billing address is Citizens One, XXXX XXXX XXXX, XXXX XXXX, Illinois XXXX. A letter was sent denying the claim which has now grown to {$870.00}. A copy of the XX/XX/2021 letter was enclosed. Thereafter, a second certified letter was sent to Citizens One at two addresses : Disputes Department at XXXX XXXX XXXX, XXXX, XXXX XXXX and Account Services at XXXX XXXX XXXXXXXX, XXXX, XXXX XXXX. This mailing included the XX/XX/XXXX letter and a new one dated XX/XX/2021. In the second certified letter I asked for relevant documentation in order to file a police report. Citizens One has not responded or acknowledged receipt of my correspondence. They proceed to treat this as a normal loan thereby ratifying the original theft and fraud. At present it appears that Citizens One is trying to profit from a crime. All credit reporting agencies have been notified.
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| 01/08/2021 |
Yes |
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- Trouble during payment process
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Web |
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Citizens Home LOANS STILL AS OF TODAY XX/XX/XXXX my loan is still showing past due!!! Which is Not TRUE!!! Hello I received a email from Citizens One which is my mortgage company saying my loan was past due one month! Which However was untrue I called spoke with a rep in the collections department who was saying same thing then she spoke with a supervisor which I never got a name saying they see the mistake her supervisor was going to fix it but its going to take 10 days I told her no because the last representative who actually took a the payment from me over the phone about two weeks ago said the exact same thing and nothing was never done and now my account is still showing late and were in a new month she said OK hold on Ill get you the supervisor however that did not happen she sent me back to the queue Honestly if you cant handle a problem I shouldnt be sent to a question because the rep did not want to do their jobs correctly!!!! I was sent to a que and spoke with a XX/XX/XXXX who is by the way was very helpful and was trying to do her best to assist me she stated that she will have the issue fixed but its also going to take another 5 to 7 days which I told her the previous two reps told me the exact same thing and nothing has been done yes when I first did my mortgage payment there was to return items I had to take it out of that bank and put it into my XXXX XXXX which it was done by credit card us be paying the phones were taken out immediately I was there caught by a rep who took the difference of the two something which stated my account was fine itll take some time a couple of days to be updated but nothing was done and I do not want this to be its late or a credit report and not only that our family has been experience a heart ship n this is crazy for nothing to reflect when we are struggling to make ends meet due to covid!!! If Im not available I DO AUTHORIZE FOR YOU TO SPEAK WITH MY WIFE XXXX XXXX XXXX
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| 03/26/2020 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Denied loan
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Web |
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I applied to refinance my student loans with Citizen Bank through their Citizen 's Bank Education Refinance Loan. A little after XX/XX/XXXX I received a letter denying my request/application. They gave three reasons, 1 ) number of auto finance accounts, 2 ) age of bankcard accounts and 3 ) total balance on bankcard accounts.
I have one auto loan and only one that shows up on my credit. I would assume that 90 % of the people in this country also have an auto loan, so I am not sure how this is relevant.
I do not have many new bankcards and my oldest is over 12 years old. I have never missed a payment in my life on anything.
As for credit card balances, I pay some of my credit cards off every month as I use them for the points. The other ones that carry balances are interest free. So the credit report probably shows higher balances than typical.
I have had the student loans since XXXX and never missed a payment. I am paying 6.75 %, which is ridiculous considering the current rates.
Citizen 's did not even reach out to me to verify my income, which is in the six figures. Nor did they ask how much cash, marketable securities or retirement accounts I have, which should all play factors into the decision, as someone with a strong liquid position or good liquid assets could payoff the credit cards when the zero interest is up. They did absolutely nothing but look at a credit report, which showed no late payments ever.
I have been in commercial lending for over 14 years. Citizen 's took my complaint but really couldn't explain their decision.
Their letter said my score was XXXX out of a high of XXXX ... .However, i pulled my free credit report on all three credit agencies and all showed that I had no missed payments, no public records, no judgement or any other negative items. It sounds like their scoring is not very accurate as I easily clear over {$2500.00} a month after all bills and expenses I currently pay.
|
| 05/07/2016 |
Yes |
- Bank account or service
- Checking account
|
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Web |
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Citizens Bank allowed someone to cash a forged, year old stale check for over {$1000.00}. This person continued to cash stolen and forged checks until my account was wiped out. Had Citizens Bank exercised proper care, the theft would have been caught early. However, they continued to cash fraudulent checks until there was n't any money left. XXXX times the amount of the check was over {$1000.00} and six times they failed to verify the signature. I have copies of Citizens Banks own policies regarding cashing checks : they wo n't cash checks over 6 months old, and they require signature verification on checks over {$1000.00}.
I usually only wrote a couple checks a month and my handwriting is consistent. This person would return to the same location day after day, sometimes cashing multiple high value checks ( {$500.00} and above ) at different locations on the same day, and no one at Citizens raised a concern.
When I realized the theft and forgery had occurred, I contacted Citizens immediately. When I contacted them, I had {$15.00} in my account. I was told by Citizens that my account was frozen due to the fraud, and no money would be allowed to be charged/withdrawn. Citizens continued to let charges go through until my account was negative, and then charged me ridiculous overdraft fees. Citizens has threatened to negatively affect my credit score as well because of the negative balance. I was informed that according to their policies, I would immediately be refunded the last 30 days of fraud. That was last XXXX 2015 and I have yet to be refunded anything.
I have repeatedly contacted Citizens Bank and demanded my money back and they are giving me the run around. I am a single mother and I worked hard for my money. They allowed over XXXX obviously forged checks to be cashed on my account and wo n't take responsibility for failing to follow their own internal procedures and provide a reasonable protection of my money.
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| 09/29/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/2023, in XXXX XXXX, LA, my phone was stolen by force and accessed without my permission and used to conduct a number of unauthorized transactions using my bank account, mobile payment apps, credit cards, and via wire. I filed a police report as well as fraud reports with all relevant companies, including Citizens Bank for the bank/mobile payment and wire-related transactions. Citizens issued a provisional credit for the bank/mobile payment transactions but refused to credit my account for the 2 unauthorized wire transactions ( totaling {$6000.00} ) which happened at the same time, and were sent to a person who I do not know and whose name is also associated with the other fraudulent transactions. Citizens sent a letter stating that their investigation concludes that this transaction was authorized by me and no credit would be issued- simply because my phone was used- the same phone that was stolen. I have called Citizens multiple times to request a 2nd review, a phone call, and copies of supporting documents, none of which have been provided to me. I have been told twice that I would receive a phone call within 3-5 business days, and that has happened neither time. I can not understand how these could possibly be viewed as authorized transactions when they took place on a stolen device ( reported to the police ), at the same time as other fraudulent transactions ( which Citizens has issued a provisional credit for ). This has caused me a tremendous amount of stress and financial hardship, and I'd like this to be published so that others know about these shameful business practices. Furthermore, this person was able to conduct this wire transfer via the mobile banking app for a very large amount of money ( {$2000.00} and then {$4000.00} ), and NO additional verification was requested from me. This also seems like a significant security flaw. Finally, please note that my XXXX XXXX Police Report XXXX is XXXX.
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| 06/16/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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XXXXMade a XXXX online ck deposit to Citizens Bank with a personal check from my XXXX XXXX XXXX XXXX XXXX -message read it could take 24 hours for funds to be available. XXXX-I checked my Credit Union and saw funds had already been taken from my account, I checked fund availability at Citizens Bank & saw 2 amounts on hold XXXX XXXX XXXX with an " available '' balance of XXXX XX/XX/XXXX, I check fund availability again at Citizens Bank, as it would now be 48 hours since I made the deposit & still those 2 amounts remain on hold with the same available balance which was more than enough to clear the XXXX transaction. I called Citizens Bank C/S-was told it was the XXXX XXXX who placed a hold until XX/XX/XXXX and couldn't advise why the {$16.00} transaction was on hold. Checked with the XXXX XXXX who advised they had released ALL funds XX/XX/XXXX.
I then went to the XXXX XXXX XXXX XXXX called the " back office '' as neither she nor her manage saw a reason for the hold of the check or the smaller amount being on hold. The back office stated it was fraud prevention and they couldn't do anything about it. I see it as the bank making money with my money while placing me in financial strain as now I can't pay my mortgage on time and icing on the cake... will have to pay a $ XXXX late fee. I withdrew my available balance and am planning on closing the account as soon as they decide to release my funds. Are they racially profiling bank accounts now too based on non-American names? Are Latinos/minorities not allowed to handle over certain amount of money in order to not be flagged as fraud? I deposited MY personal check from one banking institution to another so why was it flagged as fraud? Why did they 1st place the blame on the XXXX XXXX and why are they holding a less than XXXX} transaction when {XXXX are available? I ended up withdrawing the XXXX and preparing to close it out once my check/monies are no longer held XXXX.
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| 06/26/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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We moved to a new neighborhood and got a letter from Citizens Bank offering a XXXX dollars direct deposit checking account bonus if we make another any deposit within 45 days after the first opening deposition.
I went in to a local branch. A rep there helped me to open an account, and enrolled me with an overdraft insurance ( XXXX bucks ) without even telling me, and charged XXXX dollars maintanence fee each month since I did not deposit enough money the XXXX time.Ane he gave me XXXX dollars for opening that account.
And then I went in a few days later to deposit enough money so I could be waived for XXXX bucks for maintanence. The rep promised me to credit me back that XXXX bucks, and the XXXX bucks after I told him I do n't want that.
After a few months, I checked my account, and found the XXXX total bucks were never credited back to me. I called the rep, he promised to refund me again.
Again after a couple of month, I contacted him the XXXX time. He promised to do it again.
As of today, it has been more than 7 months after I opened that account, and I have never received that XXXX dollar bonus as promised to be credited within 4 months, and I still never got back that XXXX bucks, and I am leaving this area soon, I finally went to talk with that rep face to face.
He finally credited me that XXXX bucks he should have never charged. But he did not give me that XXXX bucks. The reason he gave me is following after he talked to someone on the phone : The XXXX dollars opening bonus he gave me cancelled out my XXXX bucks bonus!!
I said why do n't you cancel that XXXX bonus and let me have the XXXX bonus then. He said that is a done deal and he can not change it.
I clearly showed him the XXXX bonus certificate when I went to open that account!!!
I guess that is how citizens bank honor their opening bonus. A very disappointing experience from me.I almost lost XXXX bucks instead of getting XXXX. What a joke.
|
| 10/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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Hello, This is a response to Citizens banks letter regarding XXXX bonus for opening a business XXXX account.
The letter from XXXX XXXX of Citizens bank mentioned Bank records confirm you opened XXXX account number ending in XXXX on XX/XX/XXXX. I have confirmed with our XXXX department a promotional offer code at the time of account opening was not applied to the account. Additionally, we were unable to find any valid offers for the time of account opening.
The truth is in Citizens bank promotion page, it doesnt show any XXXX code. If you mean Citizens bank XXXXXXXX XXXX and customers cant see, then I dont know. But I made an appointment to open a Citizens bank business XXXX XXXXXXXX account on XX/XX/XXXX. XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX opened the account for me. When I opened the account, I showed XXXX the promotion and XXXX was Ok with the promotion and made a note with that. I emailed XXXX about the bonus, and XXXX responded me on XX/XX/XXXX and XXXX, XXXX, and said that XXXX has sent inquiry about the XXXX for me. Please see the attached files.
All this evidence indicate that XXXX of Citizens bank was aware this XXXX and he tried to help me find out why I didnt receive it. It is not my fault that a promotional offer code at the time of account opening was not applied to the account if you have XXXX. If there is a XXXX code, but XXXX didnt apply, he would say so.
Further, XXXX mentioned that we were unable to find any valid offers for the time of account opening. This is not true. Please see attached file, it shows that the business XXXX promotion in Citizens bank website and promotion period is XXXX XXXX XXXX. My account was opened on XX/XX/XXXX.
I have met all Citizens bank promotion conditions. XXXX mentioned XXXX things, 1 ) no promotion code. 2 ) no bank promotion at that time, were incorrect. Please review these facts and deposit XXXX XXXX into my account.
Thank you XXXX XXXX
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| 09/13/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/20 around XXXX to XXXX XXXX EST, I visited a branch ATM and deposited {$700.00} in cash. I realized too late that {$700.00} in cash would have been 35 bills and this ATM only accepted 30 bills per deposit. The ATM stated there was an error and my cash could not be returned and to contact Citizens Bank. It printed a receipt from that date stating there was an error and to contact the bank.
I returned home and immediately called Citizens Bank. I was able to get through to someone at around XXXX XX/XX/XXXX to explain the problem. From here, the woman I spoke to put in a claim for me and gave me a claim number. I was told it'd take approximately 10 business days to return the money to me and I didn't need to contact the branch where I used the ATM.
On XX/XX/20, a {$700.00} deposit appeared in my account and I received a letter stating I had been given a TEMPORARY deposit of {$700.00} while they investigate my claim. I assumed that this would not conclude against me as I was sure I could be seen on camera at the bank and that the ATM would show that it was {$700.00} over, so I did not bother saving this {$700.00} temporary deposit.
On XX/XX/20 I was issued a letter stating that they had found there had been no errors at the ATM and they would be reversing the temporary deposit of {$700.00} on XX/XX/20.
On XX/XX/20, the {$700.00} was indeed reversed, and overdrew my bank account by over {$630.00}, to which my account remains as of this day, XX/XX/20, overdrawn.
I am deeply disturbed by the actions of this bank as I know, for certain, that I was at the ATM that day, deposited {$700.00}, have receipt proof that I was there and received an error from the ATM, and that they can still conclude that nothing happened and have taken {$700.00} from me. I took all of the steps I had to take, provided all of the information I could as accurately as possible, and still Citizens Bank concluded me to be a liar.
|
| 06/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Escrow Mismanagement : In XX/XX/XXXX I received a statement from my loan servicer Citizen 's Bank that I had an escrow shortage of {$150.00}. I made my XXXX payment and sent a separate check for the escrow shortage of the {$150.00}. Sometime in XXXX i was made aware that my property taxes for the subject property were delinquent and assessed late fees. I contact Citizens and spent hours on with a call center where the staff had no understanding of escrows or taxes. We did determine that Citizens paid both too much and to the wrong property. I could not get any further with the call center and I had to contact the mortgage broker who wrote the loan, and they had a contact state side and asked for help. I was contacted by the office of the president of Citizens bank, XXXX XXXX to fix this problem and to correct addressing errors on the part of Citizens. Today I called and my taxes have not been paid, but I see a new escrow statement raising my payment yet again, twice since I bought the property in XX/XX/XXXX. There should have never been an escrow shortage in XXXX of XXXX since the amount that Citizens was showing for my taxes was incorrect and too high. There should be no escrow shortage in XX/XX/XXXX since I paid an extra {$150.00} already and the taxes are still showing too much. Additionally, my taxes have not been paid, and Citizens is trying to charge me the late fees. I have made all my payments on time. I have had many loan servicers over the years and Citizens is by far the most incompetent. These people should not be in charge of anyone 's money. They are ineffective, incompetent, they avoid speaking to you and pawn you off on a call center is a corner of the world where people don't even own homes, much less understand about taxes and escrows. They can't even get the subject property address correct! There needs to be a complete forensic audit of my escrow account and my payment adjusted correctly!
|
| 05/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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I made an online payment to my credit card company XXXX on Fri XX/XX/XXXX for the minimum amount due. The payment was processed to be deposited from my checking account number with Citizens bank for the amount of roughly {$180.00}. When I checked my Citizens bank account today XXXX had charged my bank {$5600.00} to pay off my full credit card which caused my bank to overdraw my account by {$3900.00}. I called Citizens bank and they advised they approved the payment even though it overdrafted my account. I asked them to send the payment back as insufficient funds as I did not authorize a payment to be charged to my account for that much. Citizens advised they can not as the bank approved the transaction. The only way to get my funds back is to file a claim. I placed a claim with them and they advised it will take 12-14 business days to resolve if it can be resolved. Which is absolutely ridiculous. That means I have no money for nearly 3 weeks time. I have bills to pay and bills that are set to come out of my account automatically and I will get charged fees for them bouncing back or late fees as the bank says my account is negative in the meantime.
So I called XXXX and begged them to reverse the charge. XXXX advised they can credit back to my account the difference between what was charged and what the amount was supposed to be. Which will bring my checking account with Citizens back to positive but it will take 1-2 business days.
I called Citizens bank back and they advised if XXXX does that then Citizens bank will charge me an overdraft fee for every transaction that occurs in the in between.
Citizens bank should not be authorizing payments that overdraw someones account over {$3900.00}. I did not authorize that payment and would not overdraw my account by an egregious amount. Meanwhile Citizens bank is going to punish me and charge over 13 {$35.00} overdraft fees because I had XXXX fix the problem.
|
| 01/05/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
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Web |
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Hello, Too long didn't read version : Citizens bank turned off my auto pay on a car loan without telling me- charged interest while my payment didn't process and would've charged a late fee if I hadn't noticed the payment didn't process.
I had a five year loan with citizens bank for a car purchased in XXXX the loan was expected to be completely paid off on XX/XX/2020. When initially setting up payments for the loan I was given the option to turn on auto pay. I had turned on auto pay and everything was working fine for 4 years and 11 months ( one payment left to go ). Usually my payment goes through around the XXXX of the month- for whatever reason the payment didn't hit. Hmm weird, I'll give it a few days. I waited three days and then tried to log into my account with my loan details I saw that I didn't have an account ... weird again as I had turned on auto pay 5ish years ago using an online system. I gave them a call and they confirmed that there was no online account for me. However, they were also perplexed about how I was able to pay for the past 4 years and 11 months. After a few hours on the phone I finally got someone to admit that they had deleted my account ( not my loan ). There was no rhyme or reason to the deletion and I was not notified of it being deleted- they had my email address/ physical address on file and did not contact me.
Furthermore when asking about my final payment I had been charged interest because the auto pay didn't hit. ( I was charged interest for those 6 or so days between the XXXX and the XXXX - when I finally was able to hear that I needed to set up a new account and pay ). Luckily I was also able to catch this in time - I noticed my payment didn't process, if I wasn't able to catch this I was informed that I would've been charged a late fee / my credit would have been dinged. I was given no apology - it was one of the slimiest conversations I've ever had with a bank.
|
| 10/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
started processing my mortgage refinance on XX/XX/XXXX with citizens One Mortgage because they were holding my first mortgage. My credit score is XXXX and I only have one credit visa line of {$8000.00} with a XXXX balance having said that, all the requested documentation was sent to them within a month because I am a XXXX XXXX from XXXX XXXX serving 33 yrs and with XXXX XXXX XXXX. Well after all the documentation was provided XXXX, XXXX, XXXX, and XXXX still know closing but always excuses but in XXXX they said your loan will be closing soon. Soon was far away so I called after know communication from them returning my call. So, then My rate was locked in and it was about to reach the end date so I had to call them and ask if I would be getting a lower rate because my lock in rate of 3.875 was coming to an end and the loan had not closed because of them but I had to remind them, then they sent me a revised lock in rate at the same 3.875. Moving forward, I tried to get into my account that I presently have with them but to know avail could I go on line to access my account then when I called and I have called many many numbers they all said that I did not have a account with the account number given. However the account numerber is on my mortgage statement that I gave them. But every month they are taking out {$1500.00} via EDT automatic debit from my account. They would not return any of my calls. I have emails proving how many times out of frustration that I tried to have my call returned asking way my loan was not processed and why I could not get into my account. To that end I withdrew my Application on XX/XX/XXXX and still to this day I can not believe they still say my mortgage number is not valid with their company.
Plus when I asked them to withdraw my application for refinance still they had not even thought of a closing date but my mortgage pmt is always debited on the first of the month.
and
|
| 12/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American |
|
I applied for forbearance due to loss of income related to XXXX. In XX/XX/2022, I was told by Citizens Loss Mitigation Department that the forbearance could be extended another 90 days until end of XXXX.
In XXXX, on Citizens advice, we applied for the deferral payment option where the amount due is added to the end of loan.
On XX/XX/XXXX, I called Citizens to check and they said I needed to pay two months mortgage so that my account is only 18 months past due which is a requirement for the deferral program. I made 2 months payments.
On XX/XX/XXXX, I called Citizens and they said the the deferral payment is being setup and I should receive a letter.
On XX/XX/XXXX, I called again to make a one month payment so that the mortgage is only XXXX months past due.
On XX/XX/XXXX, I called again and was told the deferral payment program was denied because forbearance ended in XXXX and the XXXX last months were actually late payments and now the only option is loan modification. I made the full balance payment of $ XXXX or so to bring my account current and get it removed from loss mitigation.
On XX/XX/XXXX, I called again because my online access has not been restored to make payments. They said the account is still under loss mitigation and the amounts charged are in a suspend account and not applied to the loan. I was told it can take 45-60 days for it to be removed from loss mitigation.
Citizens has mislead me, caused financial hardship and stress. I am retired and only get social security income and on XXXX. They don't provide anything in writing even when I ask them to email me what they are telling me over the phone. I have wasted countless hours on the phone with them.
Every time I call them, I first get transferred to a collections department in XXXX. I have to explain everything before being put on hold for the loss mitigation department. So just to make a payment is a 30 minute exercise.
|
| 08/31/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
I am an XXXX year old victim of the credit card interest scam. On XX/XX/XXXX, two men came to my house claiming to be from Citizens Bank. Since they already had my address, knew I had multiple accounts with Citizens Bank, and had the last four digits of my accounts I thought they were actually from Citizens Bank. They said that they were going to put money back onto my card because Citizens Bank was charging me too much interest. On XX/XX/XXXX, I discovered that the men had not put money into my accounts but made a transaction of {$9100.00} on one card and another transaction of {$8900.00} on another card. That day I disputed the transactions with Citizens Bank. I also called the police on XX/XX/XXXX but no one was able to come out until XX/XX/XXXX and make a report of the incident. In XX/XX/XXXX, Citizens Bank sent me a letter stating that they determined that I authorized the transactions. I tried calling multiple times to see how they came to that determination. On XX/XX/XXXX, I called Citizens Bank Credit Card Claims Dept. with my lawyer. We spoke with a XXXX and he told us that because I was scammed it meant I authorized the transaction. We tried telling him that I did not give them permission to make the transaction and asked to speak to a supervisor. We left a message for the XXXX, XXXX XXXX. I called Citizens Bank again with my lawyer on XX/XX/XXXX, because we did not hear back from XXXX. We spoke with a XXXX. He said that the supervisor XXXX XXXX was not available so we asked to have her call my attorney. XXXX told us that because I gave the scammers my account information, I authorized the transactions. As of XX/XX/XXXX, XXXX has not returned my lawyers calls. No one has returned the calls I made either. I put in another dispute of the transactions on XX/XX/XXXX because I did not authorize these men to make these transactions. I thought I was authorizing them to put money back onto my card.
|
| 09/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
|
|
In XXXX and XXXX of XXXX, mail was stolen from XXXX XXXX XXXX in XXXX, MA. Since the pandemic, it has become common for church members to mail offering to the church in the form of personal checks.
Numerous checks were stolen including a check for {$1500.00} from me. We later discovered that XXXX XXXX allowed them to be deposited in an ATM without checking the ID of the person cashing them, without requiring an endorsement, and without ever verifying that the person cashing the checks was the person the checks were written to.
The thefts were discovered and reported to police in XX/XX/XXXX. It is my understanding that the police have identified the suspects in the theft and a warrant has been issued for their arrest.
I filed a claim with my bank, Citizens Bank, at that time. I have basically called them every couple of months since this time, and they are telling me that they have filed a claim with XXXX XXXX to return the funds to my account but that XXXX XXXX refuses to respond to them.
Here are my two issues.
XXXX. XXXX XXXX ( and other banks, as well ) engaged in an appalling lack of internal controls with respect to deposits of personal check into their ATM system. If you go in person to deposit a check the teller confirms the names the check to the name of the person or account receiving the money. The fact that this doesn't happen for ATM deposits is irresponsibility bordering on the criminal. Quite honestly, the hassle that myself and the church have had to go through because XXXX XXXX refuses to do its basic job deserves a gigantic fine and a restitution paid to XXXX XXXX XXXX for its time and effort correcting XXXX XXXX 's massive security failure.
XXXX. Once the fraud was discovered, that money should have been returned immediately to the people who XXXX XXXX allowed to have money stolen from them. This shouldn't be multiple phone call and ultimately a complaint to the CFPB.
|
| 02/07/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Title loan
|
- Can't contact lender or servicer
|
|
Web |
|
|
XXXX XXXX XXXX - XXXX Citizens Bank Chain of titles on address XXXX XXXX XXXX XXXX XXXX Pennsylvania ) Deed book 893 PG 190 XXXX and XXXX XXXX XXXX XXXX and XXXX XXXX XXXX reservations on minerals or oil and gas within this deed chain of titles.
Deed book 893 PG 193 XXXX and XXXX XXXX XXXX XXXX and XXXX.
No reservations for any minerals or oil and gas Book page 893 PG 194 second paragraph.
Chain of titles to deed dated XX/XX/1954 and the record herewith. the said XXXX XXXX and XXXX XXXX, his wife conveyed all of their right, title and interest to and in the tract of the XXXX acres to the said XXXX XXXX XXXX and XXXX XXXX XXXX his wife parties of the first part herein.
To have and to hold.
On to their heirs and assigns .All right and title in the 39.7 go to XXXX and XXXX . Deed book 1269 PG 263 XXXX and XXXX XXXX To Consolidation coal company On book 1269 PG 264 excepting and reserving. All the minerals all the right title an interest within the XXXX acres deeded into XXXX and XXXX 's estate within this deed.
1 ) 8.9 2 ) 1.613 3 ) 2.65.
For chain of title reference Book 1269 page 266 second paragraph Again it references to XXXX and XXXX XXXX giving up all the right and title and interest into the tract of 39.7 acres Deed book 2331 page 046 This is a Deed of Surrender This releases the lease from XXXX XXXX XXXX XXXX and then surrenders a quick claim back to XXXX XXXX XXXX XXXX and her heirs and assigns.Deed book 1862 page 293 A Oil and Gas lease from XXXX XXXX XXXX, widow To The Peoples Natural Gas Deed book 1695 page XXXX XXXX XXXX XXXX to XXXX and XXXX XXXX Book 1695 page 146 third paragraph again so ownership goes into first-party XXXX XXXX XXXX XXXX XXXX title and interest in that 1954 deed book 893 page 190 Mortgage instrument number XXXX Now Citizens Bank XXXX XXXX and XXXX take ownership 100 % of the right title and interest and minerals, land and right of ways out of XXXX XXXX XXXX
|
| 07/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American |
|
On XX/XX/2022 I went to Citizens Bank, XXXX XXXX XXXX, XXXX, MI XXXX, to withdraw my Social Security check which was direct deposited on XX/XX/2022. This was the first time my Social Security check was direct deposited in Citizens because before that, I had it direct deposited in my XXXX XXXX
When I asked to withdraw the money the teller told me that there were three checks written out, one for {$500.00}, one for {$400.00} and one for {$1000.00}. I told her that I do not have any checks with Citizens so I had to report it to one of the banking people at the desk. Her name is XXXX XXXX XXXX, XXXX. I got back my {$500.00} within two weeks because she said it the same person who was on the other two checks, XXXX XXXX, tried to cash it at a Citizens bank so they said it was fraud. I was told that the first check for {$500.00} was a paper check, but it doesnt show on my checking account statement what number it was or that I can view it.
I was calling the online people at the bank and the fraud department practically every other week. One person said it would take 6-8 weeks to process. Another person said dont worry since it was the same person on the {$500.00} check you should get your money back on the other two checks.
One week ago, I got a hold of a bank supervisor with the fraud department and she said that she is going to put a rush on it since I have been waiting so long, 7 weeks, and gave me a new claim number : XXXX. She also said that it got directed to the wrong department at first and the online department should have handled this since it was a computer generated check. ( Someone also said he paid bills with these checks. I dont know how they know this. ) I got a call yesterday, XX/XX/2022, and after 8 weeks she said the online fraud department said they feel it wasnt a fraud and I am not going to get my money back. She also said I can re-file and tell them to check it over again.
|
| 01/18/2017 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
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XXXX of my Citizens Bank checks ; mortgage, energy loan & electric co payments were stolen out of the mail. Though none were made payable to XXXX XXXX XXXX, XXXX of the checks were cashed by XXXX. A thief got my money. 7 weeks later Citizens still ca n't figure out how to help me. Not one person. I 've sent front/back images of the checks. I 've filed XXXX police reports. I 've talked with more than 20 people at Citizens including Supervisors and Managers. Not one knows how to navigate their own system in order to help me. The front office has absolutely no idea how the back office works. And, to make matters worse, they do n't communicate with each other. There 's no training. If there is training there 's no retention of the information. The loan company told me they were going to put me in default. However, they provided real support and information about what should happen. They said Citizens should provide me with a Provisional Credit so I could pay the companies who did n't get my money. Citizens never told me anything about their obligation to provide me with a Provisional Credit. Citizens initial consul was that I should pay the companies again from a different account. I told a Supervisor at Citizens Online Banking I was going to contact the Attorney General to report this abuse. He ended the conversation and escalated my complaint to the Office of the Chairman. Maybe they can make something happen? I 'm suppose to hear from them in 24-48 hours. It 's been over 24 hours and I have n't heard from them. Plus, I received a threatening letter from XXXX, XXXX with a case #, XXXX # and threatening language : " this is an attempt to collect a debt ..., '' signed by XXXX XXXX A Citizens Branch Mgr said it was a fraudulent letter. Turns out it 's Citizens Bill Pay service. Bottomline no real help from Citizens in solving their longtime customer 's banking problem caused by a lax banking system.
|
| 08/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
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Web |
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On Friday, XX/XX/XXXX, I went in to a branch of Citizens Bank to start a checking and savings account. After setting up my accounts, the banker I was working with tried to get me to sign up for one of their credit cards, saying that I was pre-approved ( not pre-qualified ). I declined, citing the fact that I had just gotten one with another bank a few weeks ago, so even though there was an attractive promo going on, I didn't want to take another hit to my credit score at the moment. He immediately responded something along the lines of " Oh, well we don't check your credit actually. That's one of the cool things about our bank. '' and led me to believe that the credit concern I had wouldn't be an issue. I had thought that credit cards will always check a person 's credit, but figured maybe that's just what normally happens and isn't always a guarantee, possibly because I was already pre-approved. Regardless, I knew that bankers aren't allowed to mislead their customers, so since I had voiced my credit concerns and he had implied that I wouldn't need to worry, I figured I might as well get the card. Several hours later, I got a notification on my phone that my score had dipped XXXX points. I can't see from my credit-checking app ( I use XXXXXXXX XXXX XXXX what the specific reason for that point loss is, but I think it's pretty safe to say that the two are connected. I'm not sure if the banker flat out lied and a check was performed after all, or if he " technically '' didn't lie and there was no check but I lost points through some other measure. Regardless I still feel like I was taken advantage of, because while I try to educate myself on the credit system as best I can, he's the financial professional and I'm not, so it's upsetting for me to say I don't want their credit card because I don't want to lose points, and for him to respond in the deceptive way he did to try and get me to sign up.
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| 01/11/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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Citizens Bank offered a promotion to open a checking account. I received this promotion via e-mail, clicked on the link and opened the account. I met the requirements from a timing standpoint and started direct deposit. The {$400.00} bonus was to be paid within 90 days.
I opened my account on XX/XX/2018 and my first direct deposit for {$1000.00} was made on XX/XX/2018. The program requirements were to open the account between XX/XX/2018 and XX/XX/2018. There were no requirements as to the timing of the first direct deposit, only that it be at least {$1000.00} ( which it was ) and that the bonus would be paid within 90 days of the direct deposit.
At 90 days I called to check on the status of the deposit. After numerous attempts and a lot of time on hold and being misdirected by ineffective service representatives, they eventually told me that I was not going to receive the bonus as I must have clicked on the wrong link when opening the account and some identifier number did not get logged with my account.
This was after I spoke to a number of service representative who told me I had met all the qualifications and payment must have been overlooked by the sales department and it would be corrected.
I called Citizens Bank on XX/XX/XXXX, XXXX, XXXX XXXX, XXXX and XXXX, before someone actually told me that they were not going to pay the bonus on XX/XX/XXXX.
I had called a few times before then, just to verify that I did not need to do anything further.
Banks should not be allowed to offer promotions and then ignore their promise. The promotion encouraged me to print a copy for my records which I did, but that did not matter to Citizens.
I've attached a copy of the offer from Citizens Bank which I received via e-mail. There is only one obvious link - " open account ''. They claimed I must have clicked the wrong link and therefore, the way I opened the account did not qualify me for the offer.
|
| 10/02/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
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|
Web |
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On XX/XX/XXXX, I opened an account with Citizens Access. That same day, the online account was locked. After a call to customer service I was able to access the account to fund it with XXXX dollars from another personal checking account at XXXX XXXX. One day later the account was locked once again. I called to request access again and was told they required a hold harmless letter from the depositing bank. When asked why they said it was flagged for fraud because they could not verify the account belonged to me. They did not disclose the reasons for flagging the account. This was told to me by XXXX XXXX supervisor ) and she gave me " request # XXXX '' for reference of my " case ''. I called XXXX and told them of this request which they found strange seeing as the account is under my name and a simple statement would suffice. I called Citizens Access again to explain this, once again they did not disclose much information but said I could request an ACH reversal or send the hold harmless letter because they could not " verify funds '' despite the account having been funded since the XXXX. Since I wanted to take advantage of their current APY rate I continued my attempt to provide this hold harmless letter. Panacea provided this on XX/XX/XXXX, they also faxed it to XXXX. I received an email saying my account had been funded which was odd because it had been funded on the XXXX. On XX/XX/29 I called once again and was told the funds were being sent back. I did not request them to be sent back but hoped to be rid of this headache. On XXXX I called once again because my funds had not been returned to my XXXX account at XXXX. I was told it was would take10 business, when asked what address it was sent to they refused to tell me, until I raised my voice they finally disclosed my address which was correct. I am not hopeful the funds will arrive, this is affecting my progress to secure a mortgage loan.
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| 07/06/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/XXXX I used the Citizen 's Bank app to transfer {$1000.00} to my fiance in order to pay our monthly bills. Citizen 's Bank uses XXXX for this which is built into the app. When I tried to transfer the funds, I was told that the transaction failed and the money was not removed from my account. My fiance also received a notification saying that the transaction failed. I then transferred the money to my fiance through XXXX instead.
However, the next day on XX/XX/XXXX the {$1000.00} was taken from my account by XXXX without ever informing me that it had done so or even asking for my permission to do so resulting in my account being overdrafted. In addition, despite the {$1000.00} being taken out it was never even sent to my fiance and so the {$1000.00} was simply gone. I immediately contacted Citizen 's Bank and filed a claim. It took over a week to get the {$1000.00} returned ( which was given to me on good faith from Citizen 's Bank, meaning that XXXX had not actually returned the money ). Despite the return of the {$1000.00}, this also caused {$250.00} in overdraft fees that have not been refunded despite it being caused by both Citizen 's Bank and XXXX. I've continually contacted both Citizen 's Bank and XXXX about this issue. XXXX has completely ignored me, telling me to talk to my bank to resolve the issue. Citizen 's Bank has continued to tell me they're looking into my claim ( which I was told would take 1-3 business days and was later told would take 7-10 business days ). It has now been 16 business days and I have not received the {$250.00} that was charged to my account due to their mistake and the only information I've received is that they are " looking into it '' despite it being long past the time I was told it would take to investigate the issue. The issue also has a very clear paper trail that I've well documented and so the investigation should not be taking this long.
|
| 05/05/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
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|
Web |
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Someone fraudulently opened a XXXX of XXXX at Citizens XXXX using my name and SS XXXX. I did not open, know about, nor authorize this account. My information has been made available by hacks to XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. I received a paper bill in the mail on XX/XX/22 for {$1200.00}. I do not have the full account number because I did not open this account. I called Citizen XXXX and informed them it was fraud. They explained that the account had been entirely handled online- the application and all communication, which is why I did not know about it. I only received a paper bill because the payment was overdue. I filled out an Identity Theft Victim Complaint and Affidavit. I filled out a Police Report with the XXXX Police Department. I registered the fraud with the FTC. However, despite all of that - Citizen XXXX is refusing to acknowledge this account as fraudulent. In fact, they refuse to even close the account so the thief can still use the account. The account was used to purchase " XXXX XXXX XXXX '' at XXXX. I called XXXX and they apparently have information on who perpetrated this crime but it can only be given to law enforcement. I have forwarded that information to my local officer who took my complaint. I have not heard back from the police. Still, after all this, Citizen XXXX has denied my claim of fraud. They have given no reason why they denied my claim. I am not aware of any research or investigation on their part. They have not verified that purchased good were not sent to me. They have not verified that any emails used were not mine. They have not verified that any IP address used was not mine. They asked me for my Driver 's License and copy of mortgage insurance bill for the fraud investigation, which I provided, but they obviously didn't ask any identifying information of the thief who opened this account. To hold me responsible for their mistake is ridiculous.
|
| 11/03/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Can't repay my loan
- Can't get flexible payment options
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Web |
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I am a graphic designer making {$31000.00} a year ( before taxes so closer to {$28000.00} ) with normal expenses ( food, rent, utilities, car payments, etc. ) and have not been able to get help on working out an affordable payment plan. My parents signed me up for these loans. Citizens Bank ( the loan company ) uses a service called XXXX XXXX for payment and are almost impossible to contact for help with loans. They allowed me to push back my loan payments by 6 months after I sent a hand written letter explaining that I can not afford the payments ( a monthly payment of {$530.00}, keep in mind I make less than a teacher starting out. ) I requested an income driven repayment plan so that I could afford to pay my loans off and not go bankrupt but they have been no help at all. Consolidation is the only option they will offer and I have to make at least 3 payments of {$530.00} a month before I can consolidate my loans and get my payments down to something reasonably affordable for a student right out of college ( I can only afford about {$110.00} a month. ) I do n't even have enough money to pay XXXX payments or I will go bankrupt and there is no telling what my monthly rate will even be after the consolidation. In the email provided to me by the payment collecting service that Citizens Bank uses ( attached to this review ) I am provided a link that does not exist. When I go to log into my account, I can not get in and can not verify who I am without providing a Debit Card number ( to which my debit card number does n't even work, and when I call for assistance I get put on hold for hours. ) I can not get any help on this issue and it will financially ruin my future if I can not. Also, I find it unethical that a loan company, private or not, would expect me to pay for every loan I 've taken out all at once, especially when I just got out of college and it took me 6 months to even find a job.
|
| 03/02/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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Citizens Bank has repeatedly failed to respond to three claims of fraudulent wire transfers to another account at its bank. It was initially reported in-person at their XXXX, XXXX branch XXXX XX/XX/2022 to its branch manager, XXXX XXXX XXXX It was on that date that the fraudulent transfers were discovered. The subject account was originally opened and maintained at this location.
On XX/XX/2022, I called Citizens ' customer service number ( XXXX ) to check on the report of the claims. I spoke with representative XXXX XXXX. She said she would escalate the claims. She also conferenced in XXXX XXXX to discuss. She took my phone number and said she would call me back. She never called me. I believe this is a recorded line.
On XX/XX/2022, I called online services ( XXXX ) to follow-up on the claims and also emailed XXXX XXXX. The person I spoke with updated the notes on the account to reflect that I was calling for an update.
On XX/XX/2022, I called online services again but wait time was very long. XXXX XXXX called me to see if XXXX XXXX has reached out yet. I let her know that I had not received a return call.
On XX/XX/2022, I called online services again. I was advised that a claim had been open for two of the transactions ( Claim No. XXXX, dated XX/XX/2022 ) but not the third so another claim number ( XXXX ) was opened on XX/XX/2022. The representative informed me that I should receive a letter within XXXX days advising on the status of these claims. I never received a letter or letters confirming or advising on the status of these claims.
Despite calls on XX/XX/2022 ; XX/XX/2022 ; and XX/XX/2022, I have yet to be able to obtain a status on these claims for fraudulent transfers. I have waited, at times, over an hour on the bank 's online services phone line without ever reaching any representative. I can only call since there are no Citizens bank branches in XXXX, where I reside.
|
| 03/27/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
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XX/XX/XXXX Hazard Insurance was paid to XXXX {$860.00} that was not even due yet until XXXX. I told CitizensOne Bank which is a branch of Citizens Bank that they wrongly paid XXXX. They told me it would get fixed. No refund yet then On XX/XX/XXXX They paid Hazard Insurance again {$750.00}. Then I get a letter stating that I owed them back for some kind of repay on escrow advance plus my mortgage would go up {$100.00} if I did not pay roughly {$1200.00}. to fix it. I called and complained. Come to find out they payed someone else account at XXXX. I would have had to wait until my insurance company to return the money before they credit {$860.00} back into escrow. I went ahead and pulled out of my savings to correct the mistakes they made. XXXX XXXX, XXXX CitizensOne paid hazard again to XXXX {$690.00} they paid someone else account again. I called and made another complaint as to why they keep paying XXXX. I called XXXX and they said they had no such payment. I kept calling Citizens to fix it and got on a conference call. XXXX recorded conversation and Citizens said that it was their mistake and that the payment would be canceled. XXXX XXXX, XXXX CitizensOne paid XXXX Hazard Insurance again {$750.00}. XXXX said they can not give money back because it i not in my account to give back. Every time i make my Monthly payment my escrow stays {$0.00}. It goes to a repay of escrow advance. Now I got back {$750.00} but they still have not given me back {$690.00} and if any fees for some kind of repay in advance there is none given back either. This whole account needs to be looked at because there is no telling where else they hurt me. I am afraid of any foreclosure due to no money in escrow. I should have plenty by now. I have given them a lot of time to fix and yet still no fix. The one that was suppose to look into this is XXXX XXXX office chairman at CitiznesOne. Clearly I have been done wrong
|
| 06/30/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Application, originator, mortgage broker
|
|
Web |
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We took an equity line with Citizens Bank in XX/XX/XXXX. After a long process to get this loan we signed the paperwork in XX/XX/XXXX. We then used the money to pay contractors to do some work on our home. The paperwork was " lost '', " not processed '' or just misplaced and we had to duplicate some of this paperwork for months after the loan was originated. The payment set up was incomplete which caused headaches and late charges which after a full year the bank realized their errors and reversed all those charges and cleaned the record. In XX/XX/XXXX I refinanced my home and closed the equity line. Unbeknownst to me or my wife was that Citizens slipped a line in the documents to charge {$350.00} for early termination of the equity line if closed within three years. I only found this out when I received a statement showing my payment for this. They also charge us a yearly fee to have the loan " open '' which they did not prorate for the 4 months we did not use. I have complained to the bank about this and that the loan officer did not explain this fee prior to the loan being opened. On top of this they also charged {$25.00} for a fax to get the payoff of the loan. The bank refuses to give a refund for the {$350.00} or the prorated fee for the loan or the {$25.00} for a fax fee that was also never discussed. {$25.00} for a fax seems a bit high, almost a price gouging situation. The bank personnel have told me they would return calls several times within 24-48 hours and yet have taken over a week on each occasion to reply to me with the same negative response about reimbursing my fees that were paid. Had I been aware of the {$350.00} fee I could have kept the loan " open '' until XXXX with a minimum balance to avoid these fees. I was not given that opportunity to do this and the statement I received was weeks after the payment was made making this situation even that much more frustrating.
|
| 11/05/2015 |
Yes |
|
- Communication tactics
- Frequent or repeated calls
|
|
Web |
|
|
Citizen 's Bank Mortgage ( XXXX ) XXXX incessantly calls my phone numbers starting on the XXXX of every month if the mortgage has n't been paid by that time. Today, XX/XX/XXXX, I spoke with a representative in the morning because I called in to ask why my mortgage payment went up ; I had to ask numerous times to be transferred to someone who could explain the increase before actually being connected with that department because the representative was incessantly trying to pin me down to a date when I would make my payment. When I told him I needed to check my checking account before providing a payment date, he angrily responded, " Well, sir, the phone calls are going to continue then! '' Sure enough, by the end of today, I have by now received a minimum total of 6 phone calls between my cell and home phone from XXXX ( and possibly more ). The messages they leave are 1.25 minutes long and do n't include any talking voices, just dead air space, until the last 15 seconds. When I called later in the evening to inquire about the harassment, another representative was equally as rude as the representative I was forced to speak with earlier in the morning. She was talking over me when I was trying to speak several times, was argumentative, and explained that they could call " 4 times for each phone number '' that they had on file for me. In the end, she hung up on me. It is clear to any reasonable person, based on the conversations today and based on the number of calls I typically receive each day whenever I 'm late on my mortgage, that the phone calls are designed to harass. Clearly, the purpose of the frequent calls is above and beyond pure communication with the customer ( me ) ; they are designed to be harassing and annoying. For this, Citizen 's Bank needs to get an earful from the authorities, and they need to apologize to me. I would also like for them to modify this abusive practice.
|
| 05/10/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
On XX/XX/2019, 2 young men came to my door. They asked me several questions about my XXXX XXXX XXXX bill. They said they could lower my bills for Internet and TV and give me a free cover for my doorbell and it was included. They led me to believe that they were from XXXX XXXX XXXX. No other companys were mentioned. I allowed them to come in. They took several minutes, inputting my info into their ipad. During the process I specifically told them that I didnt want my credit pulled. After they was finished getting all my bank info, I specifically told them that I didnt want automatic payments for my TV & Internet. The last stage of this meeting was to speak to someone on the phone. Thank God for that step or I would have been duped into this loan that i did not need or want. I specifically have a No Soliciting sign on my door. Those guys approached me like they wasnt selling anything that they was there to lower my bills! I know those calls are recorded so someone should listen to it!! I was in complete shock. The man on the phone told me that i was applying for a {$1300.00} loan for a doorbell camera!, they were going to take out {$70.00} a month automatic payments!! I ended the call. Told those 2 men that I wasnt interested in anything like that! I just wanted my bills lowered. You can hear me say that in the call! Then i asked them to leave. The next day I contacted XXXX to dispute the credit pull. Their response was to contact Citizens Bank to resolve the issue and gave me a phone number. I called the number and their response was email client support. A couple days go by and i get a reply to my email. Their response was that i had signed up for a XXXX XXXX Loan Payment type of loan and they are not removing it from my credit report!! By the misrepresentation by those 2 men will cause that hard inquiry on my credit report for 2 years. This complaint is about Citizens Bank and XXXX
|
| 10/12/2023 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Closing an account
- Fees charged for closing account
|
|
Web |
Older American |
|
I had a XXXX month CD for {$230000.00} at Citizens Bank, XXXX, MA that had a mature date of XXXX XXXX, XXXX. On XX/XX/2023 I called the bank and spoke to a woman called XXXX who told me that the only penalty would be for {$78.00} because I was a senior citizen.
On XXXX XXXX, XXXX I went to the bank at XXXX XXXX and tried to withdraw the money because I needed it for a closing. I was told the computer was off line and they could not help me.
On XX/XX/2023 I returned to the bank to withdraw my funds and was told that a fraud alert had been placed on my CD but no one knew why. I waited for an hour while their employee XXXX XXXX participated in various computer chats with various employees off site to resolve the issue.
Nothing was happening and it was now almost XXXX and I was sitting watching XXXX XXXX on his computer. I asked to speak to the manager, XXXX XXXX who was not helpful and offered lip service as to why I could not access my funds. I finally left.
Finally, at XXXX I received a phone call telling me that my check was ready. I picked it up and it was for some {$3100.00} less that my statement. I asked XXXX XXXX to explain the variance and he said they were charging penalties on the CD. I had told him what XXXX had told me and he said she was wrong. I asked him for a listing of the penalties so I could refute them and he gave me that. I was told by their employee that penalties would not be assessed. I was not given the opportunity to refuse to pay the penalties until I went to pick up my check. I was not given a list of the penalties until I asked for it.
These employees wasted my time on a matter of a fraud alert that had to do with the bank 's inner workings, and nothing to do with me. I relied on their information to withdraw my money and was not allowed to do so for XXXX hours.
I would like the penalties waived and credited to me. That is the least they can do.
|
| 02/08/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Hello. I was a victim of Identity Theft and early in XXXX ( XXXX ) I've discovered numerous fraudulent accounts open under my name. I have immediately initiated credit freeze on all 3 Consumer Credit report agencies. I have also filed ID Theft report with Federal Trade Commission and filed Police Report - copies are attached ( XXXX XXXX ). I have also disputed the accounts with all three credit agencies. As advised by the police, I have sent the package with Identity Theft Affidavit, copy of the FTC report and Police report to each of the credit companies. Most of the creditors cleared the fraudulent records from my Credit Report, however there were few that mailed back saying that per their investigation they believe the accounts belong to me. These accounts are now under collection status. I have called them ( In XX/XX/XXXX since I had a baby in XX/XX/XXXX and was busy with baby ) and asked to re-open the investigation and requested to send me the list of transactions that are associated with the accounts ( per FCRA Section 609 ( e ) ), however they refused to do so. I am stuck and don't know how to proceed further. I am asking to please look into this matter and help me resolve the remaining fraudulent records in my credit reports : 1. XXXX - Loan - {$10000.00} - I spoke with XXXX XX/XX/XXXX. The case # XXXX. This is now the third case and the previous two did not have any resolution 2. Citizens Pay Credit Line - line of credit. I spoke with XXXX XX/XX/XXXX and I was told that there is nothing they can do, as their investigation shows that the account is valid. Again, I have not received any benefit from these accounts.
3. XXXX XXXXXXXX - credit card. I spoke with XXXX XXXX fraud department supervisor XX/XX/XXXX and I was told that there is nothing they can do, as their investigation shows that the account is valid. Again, I have not received any benefit from these accounts.
|
| 08/25/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Money order
|
|
|
Web |
|
|
On XXXX15 during the blizzard in Massachusetts I had an insurance loss at my property located at XXXX XXXX XXXX XXXX Mass XXXX. XXXX XXXX issued me two check for the loss, totaling {$26000.00}. I then was instructed by XXXX XXXX XXXX XXXX to sign and submit the checks to them, the Mortgage Company would then set up a Draw account for payments to be dispersed in the amounts of {$8900.00} to the contractor in three increments, when certain percentages of repairs where done. The first check was paid to its rightful recipient, which was XXXX XXXX ( contractor ) XXXX XXXX The second and third checks were stolen and deposited into XXXX XXXX account with Citizens Bank XXXX, Mass. XXXX XXXX XXXX and XXXX XXXX XXXX were occupants of the mentioned property. By his own admission XXXX XXXX gave the checks to XXXX XXXX to deposit. I have also filed a complaint against XXXX XXXX regarding this incident and am currently in conversations with them. Citizens Bank, should have never cashed or either deposited or accepted this check from XXXX or XXXX XXXX whereas they were not payees on the Insurance check. Citizens Bank will not communicate with me, whereas they state I 'm not an active account holder. The Banks have regulations whereas third party checks with incorrect endorsements should n't be cashed. There were three names on the Check XXXX XXXX XXXX XXXX and XXXX XXXX. On one of the Check XXXX XXXX and XXXX XXXX never signed, however the checks were still excepted by a Citizens employee and negotiated. The contractor discontinued the repairs due to the funds not being paid to him. My basement still to date is n't complete and Citizens should be held responsible for returning the funds. Please find enclosed a copy of the checks that were signed by XXXX XXXX and deposited by either her or XXXX XXXX XXXX her son.
Also find enclosed a copy of the contract proposal from the contractor XXXX XXXX.
|
| 09/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I am trying to update my prior complaint with Citizen 's bank. I want to provide more information to you.
XXXX I spoke directly to XXXX XXXX XXXX who told me he would contact me in a few days to discuss a possible modification again of my current mortgage. That was in the middle of XXXX ; please see attached Email follow-up.
He instructed me NOT TO PAY the XXXX mortgage or pay going forward until it was straightened out since my payments were being denied and sent back.
It is now XX/XX/2022, and my next payment is due. I am being notified by the credit bureaus that my score is dropping because I am being reported late.
I have sent 2 emails to the address he gave me, both have gone unacknowledged - I have no idea if they are being opened, received, or what is going on with my case. I have tried to call but I have been unable to reach anyone. I am starting to panic as this is exactly what happened prior to my first complaint, no one did anything and I was reported making late payments to the credit bureau. I have been denied a credit card, and it is embarrassing.
I have attached 2 mortgage statements- showing that Citizens did not record my mortgage payments which were made on time.
Specifically - look at the XXXX statement- it shows NO PAYMENTS for the mortgage for XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/2022. I am attaching proof of those payments made electronically directly to Citizens and cashed. They reported me as late to the credit bureaus.
I modified my mortgage, they told me to make the payments, then they refused them. Reported me as late, charged me an extra {$70000.00}. I am sick about this.
XXXX XXXX asked me for this information and would get back to me over 2 weeks ago at the end of the week. I have heard nothing.
I was told not to pay XXXX and now it is XXXX, I am sure no one will believe me, but the line was recorded. I just don't know what to do now.
|
| 10/29/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
Citizen 's Bank employee by name XXXX called us on XX/XX/XXXX and offered apply for refinancing of our home equity loan with a lower interest rate ( 2.5 % ). She asked for the last year tax return and my husband 's last XXXX pay stubs. The next day we provided those documents. Now, we are harassed by a woman by name XXXX XXXX XXXX, who tells us what to do ( to pay XXXX amount of money which is disputed because XXXX charged us fees for internet services which we did no use and which came from third parties ). Eventually there was a class action lawsuits filed and XXXX settled. In our case XXXX demanded some of disputed amounts and we refused to pay. Eventually XXXX cut off all services except for XXXX telephone line. at that point it was discovered that XXXX switched our telephone lines making primate line a secondary and the secondary as a primary. At that point our XXXX started to show error message on control panel and we discovered for the previous two years we had a security system for which we paid but which did not have connection to the XXXX. We demanded charges to be reimbursed and complained through FCC but although XXXX committed perjury FCC did not satisfy our request. We switched to XXXX and for the last 7 years do not respond to XXXX offers to switch back to them. No money would be paid out of the disputed amount. XXXX XXXX started to harass us demanded the payment of the disputed amount, additional documents ( XX/XX/XXXX tax return and proof of home owner 's insurance ) which we provided. Now she started to ask about companies we have no idea about and again for documents that we had already submitted. It appears that she does not know what she is doing and we refused to deal with her. She said she would withdraw our application. It appears that because we are foreign born we are systematically are harassed, intimidated, insulted and humiliated by banks in the US.
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| 05/19/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XX/XX/XXXX I filed bankruptcy to save my home from Foreclosure.
My mortgage was sold from Franklin American Mortgage to Citizens One Home Loans later in XXXX.
I was not made aware of this sale until aboutXX/XX/XXXX. I was advised to set up an account with their site XXXX. This site does not allow you to make payments. But to apply for relief. Which is fine. I applied for relief for a loan modification at this time. I did not here back. Instead I believe I was out into a forbearance plan without my knowledge. I did not receive a statement for my mortgage until XX/XX/XXXX. At which time I was advised to set up another option for mortgage relief. I again applied for loan modification and received no information. In early XXXX I applied again and again was placed into a forbearance without my knowledge due to COVID.
I applied again for mortgage relief at the end of XXXX, and in XXXX of this year and XXXX.
To date I have made 4-5 applications through either mail, fax, and uploading to Citizens dedicated website. I have made several calls to their collections department and am consistently told the department I am looking to speak with is not in and they will call me back.
At this point I have been placed in several forbearance Lis without my knowledge and every time I call to correct this and set up a repayment plan to begin repaying my mortgage. I am told someone will call me.
I have never received a phone call.
I believe Citizens Bank is actively ignoring my requests for mortgage relief weather it be through a loan modification, forgiveness, or simply setting up a repayment plan that is sufficient for both Citizens and myself. I simply want to begin to repay the serious past due amount. So that this situation gets rectified.
As of this date I log in to the XX/XX/XXXX website and it has all my documents uploaded for 5 months and none of them have been reviewed.
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| 02/12/2019 |
Yes |
- Debt collection
- Credit card debt
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- Communication tactics
- Frequent or repeated calls
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Web |
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I am unemployed, and thus, have fallen behind in my payments. I have received several calls daily from Citizen 's Bank regarding my past due account. On XX/XX/XXXX, I agreed to pay {$130.00} toward my past due amount, which would bring the payment current, and set up a payment plan, which was to commence on XX/XX/XXXX, to pay {$87.00} ( 86 and change ). I was told that as long as I stayed with the agreed plan, I would no longer receive phone calls.
I received a letter on XXXX, stating I am past due. I also received a call on that day at XXXX XXXX. I was told that I would receive calls until the account was current. I called to their attention that I had an agreement, and that my payment was not due until XX/XX/XXXX, and that I was unable to pay until that time, and they said the calls would stop. I was called AGAIN, on XX/XX/XXXX, where I informed the caller of my agreement, I was told I am still past due, and made a {$100.00} payment. I was told that my case would be put into a queue, and that I would no longer be called as long as I stuck to the agreement. I received ANOTHER call and text after THAT call. I responded to the text by calling in AGAIN. I was now told that the calls will continue unless I send in a Cease and Desist Letter. I am now making a formal complaint. I will send in a C & D letter, but this is ridiculous. I paid what little I can pay. I paid before my agreed date, and I am still getting calls.
I am XXXX. I am XXXX years old. I have over 20 years experience in my field and a XXXX XXXX XXXX, but getting no interviews. I am doing all I can. I do not need the added stress of being harassed, when I have made an attempt and agreement, in good faith, and that agreement is not being honored. They state that the calls are being recorded -- I doubt that, because they would not continue to call and harass knowing they have been given an agreement. PLEASE HELP.
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| 12/17/2021 |
Yes |
- Debt collection
- Other debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
Servicemember |
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Hello, I am an individual realtor in XXXX, PA that was eligible for the XXXX 'S XXXX Loan. I applied through Citizens Bank and was approved for {$20000.00}. The documents submitted to apply included tax returns and other financial documents clearly outlining the income for the previous year ( s ). All funds were used as directed by XXXX to be able to apply for full forgiveness, such as payroll. Citizens has deemed that only {$9200.00} of the loan is eligible for forgiveness.
After making MANY attempts to email and speak with Citizens I have not had emails returned, calls answered or any communication from Citizens. I have spent hours on hold, have been hung up on by representatives, emails for information and requests to have the Office of the Chairman call to sort this out have gone unreturned. I've requested several times to have the forgiveness about reviewed, to no avail. Citizens has been non-responsive and I am caught in a black hole.
Citizens has unexpectedly debited my account at XXXX XXXX times without my permission. Taking well over a thousand dollars, twice without notice or approval.
The XXXX has advised me that this lender is not registered with the XXXX 'S direct forgiveness system. The lender is not making any effort to review the forgiveness amount, they seem to be counting on benefiting from issuing the XXXX loan and not forgiving loans that are eligible for 100 % forgiveness according to the XXXX. Had I known about Citizens business tactics I never would have worked with them. Their business practices are unforgivable and should be better regulated.
Citizens has sent a demand letter seeking full payment of {$11000.00} due within 10 days. I have emails, screen shots, and phone records showing many attempts to communicate with the lender, but they are non-communicative. A complaint has also been issued through The Office of Comptroller of Currency.
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| 09/07/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Managing the loan or lease
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Web |
Older American, Servicemember |
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XXXX XXXX were purchased from a XXXX area XXXX XXXX on XXXX/XXXX/XXXX using the 0 % interest offered by Citizens Bank dba Citizens One. These loans were paid off on XXXX/XXXX/XXXX. I have asked for and been promised written loan payoff documentation by several CSRs and their managers between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. I have never received that payoff documentation but Citizens One again verbally confirmed payoff this morning, XXXX/XXXX/XXXX, of my XXXX XXXX loans on XXXX/XXXX/XXXX. This loan payoff documentation is now critical since Citizens One sent me an email on XXXX/XXXX/XXXX regarding " XXXX Loan Annual Privacy Notice for your Citizens One XXXX loan '', which indicates that some of their records still show l have open loan ( s ) for the XXXX. Since Citizens One never reported the XXXX XXXX loans to any credit bureau, I also have no credit report showing the loans in the correct status of CLOSED CURRENT. On XXXX/XXXX/XXXX I opened a Citizens Bank CEO Case, number XXXX, and was told I would be contacted within two business days. I informed Citizens Bank and Citizens One that if this issue was not resolved to my satisfaction by XXXX CT XXXX/XXXX/XXXX, I would initiate a CFPB complaint. I repeated that warning to both the morning of XXXX/XXXX/XXXX and again at XXXX CT. I was not contacted and no resolution has been attempted. My latest interaction with Citizens Bank was at XXXX CT XXXX/XXXX/XXXX with a CSR that first told me I had to contact their legal department, and then when legal would not accept the call transfer, told me the case was being handled by the CEOs office and would not let me speak with anyone working the case. This financial organization has had almost nine months to provide the requested and promised written loan payoff documentation.
Due to lighting strikes in this area, I am submitting my complaint to CFPB an hour earlier than planned.
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| 09/15/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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Hello, I bank with Citizens bank for a few years now.
I recently overdrew my account on XX/XX/XXXX and Citizens overdraft policy states that if the deposit is made on the account on the second day after the account is overdrawn then the fee will not be assessed to the account. I made the deposit and Citizens bank still billed me the fee.
I spoke with a customer service agent today who told me something different. The agent told me and I quote : " In order to avoid any overdraft fees, the account must be brought back and stay in a positive balance by the end of the same business the account became overdrawn. '' It appears Citizens has one policy posted on their website and is enforcing another rule via the agents. I asked the agent twice and this is what the agent shared with me. However Citizens send me an email informing me of something else. The email is attached below. The email states that once the account is overdrawn then you have until the next day to make the deposit. This is the most recent email they sent me, but for some reason they did not follow this rule on XX/XX/XXXX The current balance in your account ending in XXXX did not cover one or more transactions on XX/XX/XXXX, which has overdrawn your account by {$140.00}. Mistakes happen we know; were people too! And were ready to help.
With Citizens Peace of Mind, if you overdraw your account, you get extra time to cover it. Then, well rebate any associated overdraft fees as if they never happened.
How much time do I have?
You have until XXXX XXXX on XX/XX/XXXX to make an eligible deposit or transfer.
How much money do I need?
You need to deposit or transfer enough funds to cover the overdraft, plus any new transactions such as automatic payments or debits due before the deadline.
Can you please assist me to have the fees that was charged in a deceptive manner rebated.
Thank you.
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| 08/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XXXX XXXX was the executrix and sole heir of XXXX XXXX estate. XXXX XXXX passed away on XX/XX/XXXX. She had no children and did not leave a will. As her common law husband of 49 years, I am her sole surviving heir and a successor in interest.
My completed loss mitigation application, submitted on XX/XX/XXXX, included a copy of the deed conveying the property from my wife to me. The attorney for the servicer requested additional documents ( death certificate for my wife and hardship letter ), which I submitted on XX/XX/XXXX. The complete loss mitigation application constituted a written request to be confirmed as a successor in interest.
On XX/XX/XXXX, I contacted Citizens regarding the status of my loss mitigation application. The representative I spoke with said there was no application pending, even though Citizens counsel confirmed there was. By refusing to communicate with me about the status of my request to be confirmed as a successor in interest, Citizens failed to comply with federal law.
On XX/XX/XXXX, Citizens requested documentation proving that either XXXX XXXX or I am a relative of XXXX XXXX. This request is unreasonable and unnecessary. XXXX XXXX was the executrix and sole heir of XXXX XXXX estate, and Citizens had previously recognized her as the successor in interest its XXXX complaint against her. The Complaint filed in XXXX included a deed granting title from XXXX XXXX XXXX to my wife, XXXX XXXX, and it included the letters testamentary granted to my wife over XXXX XXXX XXXX.
Furthermore, on XX/XX/XXXX, I sent a Notice of Error outlining the above allegations. Citizens has still not responded to my Notice of Error, even though federal law requires a response within five business days.
Citizens should immediately confirm me as a successor in interest to XXXX XXXX and communicate with me regarding my complete loss mitigation application.
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| 03/22/2021 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I applied for a Citizen 's bank checkings + savings account in order to take advantage of their {$600.00} promotional offer on XX/XX/XXXX and was approved the same day.
The promotion was a public offer by clicking on the following hyperlink : XXXX : XXXX *Please note that the page does not exist anymore, but was a public online offer that was accessed by hundreds, if not, thousands of people.
The offer is as follows : Citizens Bank is offering a bonus of up to {$600.00}. Bonus is broken down as follows : - Get a bonus of {$300.00} when you open a new one deposit checking or Platinum checking account and make a direct deposit of {$500.00} or more within 60 days - Get an additional {$200.00} when you open a new green savings or platinum savings account with a minimum of {$15000.00} not currently on deposit with Citizens Bank and maintain that balance for 3 months - Get an additional {$100.00} when you do both I completed the checkings Direct Deposit of {$500.00} on XX/XX/XXXX.
I completed the savings deposit of {$15000.00} on XX/XX/XXXX.
As of Citizens bonus payout time table, I was expected to be paid {$600.00} by XX/XX/XXXX.
Till this day, XX/XX/XXXX. I have not received the bonus and have been in contact with multiple representatives from the escalation team, to the marketing department who have not been able to locate the promotion. They told me that are not able to do anything.
I feel cheated out of my money, which was essentially a free loan for the bank. I feel deceived and ripped off from this institution who promised to pay {$600.00} for a person to complete their tasks ( which I did ) and as a user acquisition cost.
They advertised this promotion and should honor it for those who have completed the terms. My money was tied up with citizens bank for the entire duration and I want to be fairly compensated as they promised for their promotion.
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| 03/22/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Didn't receive terms that were advertised
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|
Web |
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I applied for a Citizen 's bank checkings + savings account in order to take advantage of their {$600.00} promotional offer on XX/XX/XXXX and was approved the same day.
The promotion was a public offer by clicking on the following hyperlink : https : XXXX *Please note that the page does not exist anymore, but was a public online offer that was accessed by hundreds, if not, thousands of people.
The offer is as follows : Citizens Bank is offering a bonus of up to {$600.00}. Bonus is broken down as follows : - Get a bonus of {$300.00} when you open a new one deposit checking or Platinum checking account and make a direct deposit of {$500.00} or more within 60 days - Get an additional {$200.00} when you open a new green savings or platinum savings account with a minimum of {$15000.00} not currently on deposit with Citizens Bank and maintain that balance for 3 months - Get an additional {$100.00} when you do both I completed the checkings Direct Deposit of {$500.00} on XX/XX/XXXX.
I completed the savings deposit of {$15000.00} on XX/XX/XXXX.
As of Citizens bonus payout time table, I was expected to be paid {$600.00} by XX/XX/XXXX.
Till this day, XX/XX/XXXX. I have not received the bonus and have been in contact with multiple representatives from the escalation team, to the marketing department who have not been able to locate the promotion. They told me that are not able to do anything.
I feel cheated out of my money, which was essentially a free loan for the bank. I feel deceived and ripped off from this institution who promised to pay {$600.00} for a person to complete their tasks ( which I did ) and as a user acquisition cost.
They advertised this promotion and should honor it for those who have completed the terms. My money was tied up with citizens bank for the entire duration and I want to be fairly compensated as they promised for their promotion.
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| 01/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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For the last couple of months, Citizens Bank has been sending us marketing mail materials and emails regarding the option of doing online banking. We do not do direct deposits or online banking due to our fluctuating income and financial situation. We send personal checks every month with the home mortgage statements Citizens send us every month. We have had this loan with this bank for almost 2 years. We never had a problem before, they always sent us the bills ahead of time, and we have never missed a payment.
For the last 3-4 months they have been sending us the mortgage bills only a couple of days before the due date and the late fee begins ( the 15th of every month ). We feel harassed and threatened by Citizens by this tactic. This is very worrisome to us because we have perfect credit and we can't afford late fees ( {$87.00} ) of any kind. We always make our payments with personal checks to all of our providers without a problem ( electricity, gas, our apartment maintenance, cable, cell phone, homeowners insurance, etc.. ) All of the other providers ' bills arrive on time in our mailbox and all different providers cash them on time as well. We have never had ANY late fees of any kind with any company.
This month of XX/XX/2022, our mortgage bill is due by XX/XX/XXXX. We just have not received the mortgage bill. We called on Friday, XX/XX/XXXX at XXXX am to complain, but we still have not received anything from them BUT we keep receiving emails and marketing materials thru regular mail from them about signing up on their direct deposit option. We feel harassed and threatened by Citizens by this tactic. We can't do online banking since our income fluctuates every month and sometimes we pay from separate accounts every month since we are XXXX workers, not XXXX.
We are very worried, we can't afford any late fees. Our calls to them have been obviously ignored
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| 08/01/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
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Web |
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I got a promotional flyer with a new address packet that promoted a {$150.00} Balance Builder Bonus when opening a new One Deposit Checking Account. I went into this local branch and talked to XXXX XXXX about it on XXXX XXXX, 2017 and signed up for this checking account. XXXX went over the qualifications for this including him saying a {$500.00} deposit needed to be made within 60 days of the account opening, among other stipulations. I made the {$500.00} deposit that day, although the bank broke it up into 2 different deposits for some reason. The account was opened for the 90 days as stipulated, and I made a monthly deposit as required. I did not see the deposit so I called their customer service dept and was told it had to be a direct deposit of {$500.00} from an employer or other pay source. I stopped into the office and XXXX said that he would make sure I received the bonus, even if he gave me incorrect information because that was his fault, and to let him know if I do n't receive the bonus by the end of XXXX. I did not receive the bonus and emailed XXXX and on XXXX XXXX, 2017 he received notice the bonus was not triggered and he escalated the issue to a higher realm. I received a call on XXXX XXXX, 2017 from a the Resolution Department with Citizens. The woman 's name was XXXX ( spelling? ). She took the information and said she would contact the marketing department and get back to me. She called me back that same afternoon and said because I did not have a direct deposit from an employer I did not qualify for the promotion. I argued that I was told something different and she just kept repeating " You do not qualify for this promotion ''. I called XXXX XXXX at the local branch office and told him what I was told and he said he would send a problem ticket to another chairman and let them know of the situation. I have not heard anything from anyone since.
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| 04/15/2017 |
Yes |
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- Unsolicited issuance of credit card
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Web |
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In XX/XX/XXXX I opened a HELOC with Citizens Bank NA. As I went through the renovation process on my house, I ended up refinancing this HELOC several times, all with great dealings and interactions with Citizens Bank.I was on autopay and never ( even to date XX/XX/XXXX had a late payment on HELOC account.
One day in XX/XX/XXXX, I received a letter in the mail stating that my account was 90 days past due! Highly confused, I called Citizens Goldmember Services, and stated that this was impossible, as I was on autopay. After some digging, I learned that during my original closing ( XX/XX/XXXX ), They had opened a second line of credit for me that I was unaware of. I assumed one of the papers slipped into the closing documents was an authorization form to open this, but it was never brought to my attention, and I have yet to see a copy of this form.
After some further digging we discovered that one of my accounts has become overdrafted, and pulled from this second credit line. With no autopay in place, it was not payed back automatically. Further I was never contacted either by phone, nor by mail about this overdraft, until the 90 day late notice. I concluded this call by paying the late fees and balance, and setting up an autopay on this credit line, but I felt sick to my stomach as I had never in my life been 90 days late on any credit account. This has obviously had a huge impact on my XXXX.
As I began preparing to purchase an investment property last fall ( XX/XX/XXXX ), I decided to call Citizens Bank. After several phone calls and several letters they have refused to acknowledge their poor business practices in the closing of the original HELOC, and they have also refused to notate or remove the derogatory 90 day indicator on my credit report. I want the CFPB to be away of this case, and would be happy to answer any questions or clarify any information.
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| 03/02/2023 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
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|
Web |
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I canceled my gym membership over the phone with XXXX XXXX. When asked what bank I wanted the close out fees deducted from I provided my existing bank ( XXXXXXXX XXXX ). An employee working the counter at the gym took my bank account and routing number. She then charged an old bank on file ( Citizens Bank NA ) that had been closed for 2 years for {$49.00} on on XX/XX/XXXX. In her defense they have very similar account numbers, but completely different routing and bank names. I then spoke with XXXX XXXX ( handles billing for XXXX XXXX ) who fully admitted fault in writing. I offered this admission in writing to Citizens Bank, who told me they would contact me and let me know if they needed the information, but never took my evidence, and completed the case weeks later by sending me a letter saying no fraudulent activity was found ( after their own agents told me to open the fraud case in the first place ). To be clear, I never gave XXXX XXXX XXXX authorization to charge a Citizens Bank account XXXX in any dollar amount. Citizens Bank reopened my XXXX XXXX XXXX closed account and debited the amount, and then charged me overdraft fees and it was sent to collections before I ever knew what was going on. I am a XXXX XXXX and it is very important that I do not have debt settlements or collections as it could effect my licenses. The money is a minor amount and not the issue for me. It's the principle that I provided correct, updated bank information, and a bank that I haven't used for anything and has been closed for over 2 years is extorting me for petty overdraft fees. This is bad business and absolutely fraud.
Additional info : I updated my bank account information with XXXX XXXX on XX/XX/XXXX online, and took the time to be extra careful and read out the entire account number and routing number foXXXX XXXX XXXX to the representative at XXXX XXXX on XX/XX/XXXX.
|
| 06/24/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Older American |
|
I scheduled an on line payment from my bank ( Citizens Bank ) to my credit card in the amount of {$15000.00} on XX/XX/XXXX to be delivered XX/XX/XXXX ( confirmation # XXXX ). The funds were in my account. I received a letter from the bank stating that they were sending a check for that amount and it would be delivered by the XXXX as scheduled. The payment was delivered on XX/XX/XXXX incurring an interest charge of {$240.00}. I have made several phone calls to Citizens Bank, been put on hold for extended periods of time, made to explain and give all the details of the issue over and over, and spoken to 6 different people over the course of a week. All have admitted that it was the banks error and they would reimburse me. One ( XXXX ) filed a complaint with their 3rd party payer ( XXXX- case # XXXX ) stating that I would be contacted. I have not been contacted. XXXX, at first said they needed me to participate in a 3 way call with the credit card company. I agreed and told him to initiate it at that time. He immediately backed down on the suggestion and claimed that he and his supervisor ( XXXX XXXX were sending a letter to the credit card company explaining the issue and, if the credit card would not refund the money, the bank would reimburse me the full amount. He assured me that the issue would be resolved by XX/XX/XXXX. It was not. On my last call on XX/XX/XXXX, after over an hour on hold and being transferred 3 times, XXXX stated that there were not many notes in my file and he wanted to escalate this to my tech support. I was put on hold for the third time that day and left to hang there. No one ever took the call and I hung up after 30 minutes. I'm being given the royal run around. The bank made an error and expects me to pay for it. Not at all acceptable. I want the to reimburse me the {$240.00} apologize for the inconvenience theyve put me through.
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| 12/12/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
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|
Web |
Older American, Servicemember |
|
XX/XX/2023 I applied to Citizens Bank for a VA Cashout Refinance Loan. After some initial steps, an appraiser was sent to my home, On XX/XX/XXXX I was supplied with a list of repairs that had to be addressed in order to " meet all VA minimum property requirements. '' I was told that once all of these issues were handled, I would only have to await a closing date. The repairs listed were : install handrail for basement stairway, install handrail for front porch steps, cover switch at bottom of basement stairs, sump pump cover, scrape and paint various areas of house and garage to remove chipping & peeling paint, and hire a licensed mold contractor to determine if discoloration on basement walls is mold. I attended to all of these issues. From the beginning, my contact person was loan officer, XXXX XXXX. On XX/XX/XXXX, I informed him that all of the repairs were completed. A few days later I began to receive emails from mortgage processor, XXXX XXXX. On XX/XX/XXXX she sent me an expanded list of requirements that had to be met, which included : XXXX ) House and garage roof inspection/repairs. Contractor must state amount of remaining life expectancy in the roof ( s ).
2 ) Structural inspection of the crawl space foundation/ 3 ) Furnace/boiler to be inspected and all repairs made and listed in good, working condition.
4 ) Licensed contractor to determine cause of water infiltration and repairs needed.
5 ) Licensed mold contractor to test for mold in the basement walls and floors.
None of these items was on the appraiser 's list. On XX/XX/XXXX she informed me that repairs of the house and garage roofs and the foundation would have to be completed before closing.
My purpose for the VA Refinance Loan was to take care of these repairs. This seems cruel to take me through 4 month long process only to be told I have to make repairs that I need a loan to make.
|
| 08/16/2023 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Opening an account
- Confusing or missing disclosures
|
|
Web |
|
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On XX/XX/2023, I wanted to get rates for Citizens Access CD. Since I was already in my account online, I entered 2 year cd and it asked for the amount I wanted to put in, which I did. When I pressed next, I was locked into that CD rate. I have never had that before. When I am going to lock in, it asked me if I want to lock in. No rate was quoted, just locked in and my money taken out of my savings account right away.
I called the next day and spoke to a supervisor, XXXX, at the call center. She denied my request to cancel without a penalty.
I then submitted a claim to the Office of the Controller and spoke to : XXXX. She called back and told me my request was denied, that I could see the rate online, which is incorrect.
There is nowhere advising me of the rate before I was quickly locked in by Citizens Access.
To explain the screens : When I was going through the screens, and put in the information amount, it said continue, which I followed the prompt. ( on the bottom it say see rates, but I did not see it, since the continue button was much bigger ). I kept on continuing to see the rates and they never appeared, just the next button locked me in.
I have opened many CD and have never been locked in without giving the rate and asking if I wished to continue. I think it is wrong that no where in the screens did the rate appear, just all of a sudden, I pressed next and was locked in without any options to not open the CD.
I do not feel it is right that I should forfeit 6 months of interest and a XXXX penalty because the rate was not made clear before I locked in.
I feel that I should have been able to get out of the CD without being penalized for non advertising, in other words, rate just not being disclosed.
I have submitted a screen shot that shows : 2 year CD and continue but does not show the actual rate, which is the basis of my complaint.
|
| 02/28/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
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I've been banking with Citizens Bank since I was XXXX, and until recently, they were a great bank. The employees at the XXXX branch were always helpful and exuded amazing customer service. The Saturday before XXXX XXXX XXXX, I received a text message from what I thought was Citizens Bank alerting me that someone had to use my debit card. I responded NO to the text and then received a call from what I thought was Citizens Bank ( they had spoofed the number ). They assured me I would be receiving a new debit card, and they would waive the fee for expediting the card to me. I did not give them any information over the phone, but they were " testing '' a new fraud protection program to ensure my account was secured. They sent text messages to my phone through a testing account called dispute transactions. A few days later, I saw four separate XXXX transfers for {$500.00}. For the record, I don't use XXXX ; I only use XXXX. Apparently, Citizens Bank did not think four separate transactions for {$500.00} were suspicious behavior and did not contact me when the transactions went through. Upon seeing this myself, I filed a fraudulent claim. I was updated by a Citizens Bank representative that it's going to be incredibly difficult to get my money back and that I should contact the Attorney General 's office.
Not only was this {$2000.00} for rent and utilities, but also for wedding and school expenses. My fiance and I are also saving up for a house and considered financing with Citizens. Every person I've spoken to from the Citizens Bank call center has been incredibly rude, callous, and condescending when I was the victim of fraud. What's even more disconcerting is that I found an XXXX XXXX article about XXXX and consumer scams XXXX https : XXXX ). Still, yet Citizens has left me feeling like nothing can be done to recuperate money I worked incredibly hard for.
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| 02/18/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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On XX/XX/2023 my landlord faxed in a bank verification letter to my bank. When I renew my lease it is required every year for the landlord to do so and the bank has always gotten back to her via fax with the letter within two days.
The bank has not gotten back to her as of yet and the allowed time I was told by many citizens bank reps was XXXX business days for them to fax the info back to my landlord. I have sent the same fax everyday since from my fax and my landlord has sent in the fax a few more times as well.
I have called citizens bank and immediately was sent to a call center out of the states and that individual could not locate the fax or the center at which my fax was sent to. I then called a few days later to follow up and got another call center person from out of the states and they as well said that is not their dept and they could not help me. I asked to be sent to a supervisor or manager several times and then got ahold of a person in the states and she was located at the customer service center in XXXX and she also said she couldnt locate my fax or my landlords fax cause that was not her dept and she gave me a number to the operations services dept and they would be able to help. Well that number is for collections and they could not help me as well. I called my local bank and asked if they could fill out the paper via drive up cause I am XXXX and they said no cause the drive up is for quick processing only not to have papers filled out.
I am so frustrated at this point in just trying to get a simple paper faxed back to my landlord so she can renew my lease. My landlord stated that other individuals who she has as tenants who are with citizens bank are having the same problem as me and she can not renew their leases as well till the bank gets back to her with that fax. Its a simple procedure I just dont get how its taking so long.
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| 11/22/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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On XXXX XXXX, 2017 I submitted a dispute via XXXX about an account I previously had with Citizens Bank. The previous week I had applied for an account elsewhere and was turned down and upon checking my credit file from XXXX I noticed I had been reported for an account abuse closure by Citizens Bank. While I did not dispute the fact that my account was closed with a negative balance I did and do dispute a reporting of account abuse on my credit file. In what was at best a few days later I received correspondence twice from XXXX one stating a investigation had began. The second a day or two later stating the account was affirmed. On Monday XXXX XXXX I contacted the Citizens Bank collections department not once but twice as to inquire why account abuse was reported. From my standpoint the account had not become overdrawn because of any transactions that were paid to any institution on my behalf for me to personally benefit from. My knowledge is that the account was closed because of return payment and sustained overdraft fees the bank accessed for not paying on my behalf. No checks were written no transactions were processed to the debit card the account was overdrawn because of bank fees. The first call resulted in me being transferred to a collection agency the second resulted in a hang up because the representative had became disrespectful over the phone which is the norm for Citizens Bank when you question there just accept it justification. In both calls I agreed to pay what was owed in full even though I dispute the amount. This would be contingent on the inaccurate " abuse '' reporting being removed from the file because I feel it was only reported in that manner as a form of retaliation or malice. I believe it was reported improperly to XXXX because Citizens knew that for that particular agency abuse could mean anything and would n't be questioned.
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| 06/14/2017 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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In XXXX of XXXX I got my XXXX XXXX XXXX financed through Citez ens One Auto Finance.
( 1 ) I received my first statement and then I never received one after that. The only way I could make my payments was online because any other way they charged, But that was the only thing I could do online, ( 2 ) the webs ite did n't allow me to view any of my statements. Each month, my payment due was XXXX I payed almost {$150.00} more than the payment due. When I called to see how much I owed on my loan, it just didnt seem to add up to what I had been paying. When I started investigating this to see where all of my extra money was goin g ( thinking it would automatically go to principle. ), ( 3 ) they told me that all extra payments went half to interest and half to principle. I called multiple times to ask for a statement to be sent to me so I could see exactly where my money was going, since I could n't pull it up online. ( 4 ) It took four weeks for me to receive my statement in the mail. ( 5 ) I wa s told that they were not allowed to email it to me and it would be a XXXX charge if I wanted it faxed. After being fed up with trying to contact them and receive information I went to my local credit union and started the process of refinancing my truck through them. When I had to make my last payment through Citeze ns One Auto Finance, ( 6 ) I entered my account to find that now I was no longer a ble to pay XXXX and now I was ONLY able to pay XXXX and nothing less . ( 7 ) That me ans that changed my payment without consent from me, and also did n't give me an option to put my extra payment towards principle. I lost over {$1300.00} with this company because I was under the impression that my extra payment went to principle when only half was going to principle, I was told that there was no way they could move it all back to principle.
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| 11/10/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I refinanced my mortgage in XXXX of XXXX, and part of that was paying off and closing my HELOC with Citizens bank NA. Citizens reported to my credit bureau the account was satisfied and closed on XX/XX/XXXX.
In the beginning of XX/XX/XXXX I applied for a new HELOC with XXXX XXXX During the process they noticed that Citizens Bank was still listed as a lienholder on my house title, and told me I had to have them removed to proceed with my HELOC.
I contacted Citizens Bank on XX/XX/XXXX to find out what was going on with this closed account. The account was never closed. They advised me to pay a {$80.00} discharge fee, which I paid over the phone and that it would be 10 business days to process the closure of the account and removing their name off the title as a lienholder.
I followed up with Citizens Bank on XX/XX/XXXX to find out where they were at. I was informed that the process had not started and that they would start the process. They told me that I would have to wait an additional 7 business days for the loan to be closed and to remove their name as a lienholder.
I called today on XX/XX/XXXX to find out where the letter of satisfaction was for this loan. I was informed that they still have not started the process and that it was take another 7 business days. The issue is now XXXX thinks I'm pulling their chain and they are going to close my loan application because i have not provided proper documentation of the HELOC being closed at Citizens Bank. If they close it I am going to have to reapply and be subject to an increased interest rate because it has changed since XXXX and not for the better.
I don't know what to do at this point and need someone to investigate why they are refusing to help me. I feel like I'm being defrauded by Citizens Bank and they are forcing me into a situation where I will have to pay more for my loan elsewhere.
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| 06/02/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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In XX/XX/XXXX, I thought I was selling my house on XXXX XXXX and I requested my XXXX installment of my taxes ( Due XXXX XXXX ) be paid early, so I would have less cash to bring to closing as my house is still underwater. Instead, as I found out later, CCO mortgage put a hold on my escrow so the taxes would not be paid. My closing date was changed then finally canceled as the sale fell through. On XXXX XXXX, I spoke to XXXX people at CCO mortgage trying to find out why my taxes were not paid. The XXXX person I spoke to in the tax and escrow department, told me there was a hold on the escrow. The XXXX person in customer service dept. said the hold on the escrow had been canceled on XXXX XXXX. The XXXX person I spoke with in the tax and escrow dept said CCO could not pay the taxes for 15 days ( XXXX XXXX which would have been late ). The last thing I said to her was " forget it, I will pay it online ''. That night I paid my taxes on line, so I would n't be late. Then 5 days later they sent a check, after I was told it would take 15 days. I am extremely angry at that the incompetence of everyone I have spoken to or emailed at CCO mortgage. 1 ) my request for the taxes to be paid early, was ignored. 2 ) instead of paying the taxes early, they put a hold on my escrow against my wishes. 3 ) The XXXX person in the escrow dept and the XXXX person in the customer service dept told me XXXX conflicting statements about the hold on the escrow. 4 ) the XXXX person in the escrow dept told me it was impossible for the taxes to be paid on time, because it would take 15 days to pay it, which was wrong. 5 ) I told the XXXX person in the escrow dept I would pay it on line. Then 5 days later they paid it. 6 ) Now they tell me I have to go get my money back from the county after when their check has n't even cleared yet. I have never in my life dealt with such incompetence.
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| 10/12/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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I called the day the insurance company mailed the check, XX/XX/XXXX, to find out what to do with the check and what documentation would be required. I was specifically told not to endorse the check ( confirmed 2x ) and requested contractor documents. I was told no information could be provided until the check was received.
Called XXXX after express mailing check, XX/XX/XXXX, to find out next steps. Was informed the check needed my endorsement and this type of loan requires additional contractor package. These were both to be sent back XXXX to me.
I received the check on XXXX, still no contractor documents. Too late to call so contacted Citizens Bank XX/XX/XXXX, after XXXX XXXX holiday.
The date of loss was XX/XX/XXXX, so now the insurance company wants to know why the check hasn't been negotiated or work started. The HVAC was destroyed and is leaking down the cabinets and wall of the kitchen. It would seem to me these documents could be emailed but, they said they would XXXX them... again. This is the 3rd time of record they have them being sent. I check the mail every other day and my neighbor lets me know when packages are delivered.
I would think Citizens would want to protect their collateral and ensure repairs are started timely. And if I have to pay for it myself, well the mortgage payment might get lost in a XXXX envelope. Apparently those don't have tracking anymore.
There's nearly {$100000.00} in damages and I can't live there until it's fixed. I'm sure they don't mind, but my allowable living expenses only extend for so long.
I've been told this type of loan requires additional documentation and special handling, I can't use a portal for most things, and have to speak to people after going through push button XXXX and holding for a person that is less than knowledgeable and likely have me calling to repeat the process in a few days.
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| 04/25/2022 |
Yes |
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Web |
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My Loan XXXX issued a preapproval again on XX/XX/XXXX for the purchase price of {$220000.00} loan amount XXXX told me on XX/XX/XXXX I didnt have to pay anymore debt off and gave me a good faith estimate on XX/XX/XXXX telling me I was good to go.. then XX/XX/XXXX I was issued a mortgage commitment letter telling me I had to suddenly pay off and close out the following accounts XXXX XXXX number XXXX {$5800.00}, XXXX XXXX {$4900.00} XXXX XXXX XXXX {$3700.00} XXXX XXXX XXXX Stores {$1200.00} . Also then had to pay off my XXXX XXXX pilot down to a balance of {$2800.00} on or about XX/XX/XXXX then 1 month later on XX/XX/XXXX was told by XXXX that I had to pay the balance on the XXXX XXXX pilot which was {$2600.00} as well as previously paying my XXXX XXXX Credit Card on XX/XX/XXXX for {$13000.00} come to find out I didnt have to pay any of this debt off because from day one and XX/XX/XXXX he should have figured out that my debt to income ratio would not work considering my income of {$2800.00} to Pay a mortgage of {$1500.00} which is about .54 % DTI and I have All copies of all loan commitments and XXXX different closing disclosures now 71 days into this and have no other choice but to switch lenders because Im borderline to lose this house. Also my XXXX XXXX XXXX had to be paid account ending in XXXX and XX/XX/XXXX in the amount of {$4800.00}.
We are talking a lot of emotional distress physical, inconvenience on me my mother and stepfather who eventually had to cosign on or about XX/XX/XXXX Which was well over 60 days for bank to figure out that I finally needed a cosigner that is inexcusable and unacceptable especially for a guy with 30+ years experience in the same business. I still have a ton of documents to submit I will be here for hours but thanks for your time and prompt attention to this matter have a great night!!
Sincerely XXXX XXXX XXXX
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| 10/14/2021 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Funds not received from closed account
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Web |
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I closed out my checking account with Citizens Bank in XX/XX/XXXX. Unbeknownst to me I had 2 small payroll checks totaling {$440.00} get direct deposited into this closed account on XX/XX/XXXX. Per Citizens, if anything occurs on a closed account within 60 days of closing, they automatically reopen the account, which they did. because I closed out the account in XXXX and chose to go paperless, I had no reason to further check this account, so I knew nothing about the deposit until XX/XX/XXXX when I received notice I owed them {$8.00}. I tried calling the 800 # provided to no avail. On XX/XX/XXXX I received a 2nd notice informing me I now owed {$33.00}. This time I went to local Citizens branch in XXXX XXXX, NH and found out about the reopened account and that I had 2 checks deposited in XXXX of XXXX. From XX/XX/XXXX to XX/XX/XXXX I never heard a word from Citizens, all the while they were taking {$25.00} each month from this reopened account until they drained the original deposit of {$440.00} and now they tell me I owe them money. The account I had with Citizens required a minimum balance of $ XXXX, otherwise I would have to pay {$25.00}. I requested Citizens refund me my {$440.00}, remove any overdraft charges and close the account as I asked in XXXX of XXXX. They offered me {$150.00}, which they would deposit into my account, then they would take the {$33.00} out, leaving me to take {$110.00}. I promptly turned them down and requested to speak to a senior bank employee, to which I was told there was no one to speak with. I am furious that a bank can reopen a closed account, then accept a payroll check, then drain that account by charging {$25.00} each month until there is no money left and have the nerve to then start charging me. I request a full refund of my {$440.00}, removal of any overdraft fees and for them to close my account permanently!
|
| 12/27/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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|
Web |
Older American |
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My wife and I have had a Home Equity Line of Credit on our primary residence located at XXXX XXXX XXXX, XXXX XXXX, NJ with Citizens Bank of PA since XX/XX/XXXX. I have received statements from Citizens Bank each month which I track how much I owe and have been able to balance my statement correctly with the information I have until the XX/XX/XXXX statement. See attached statements from XX/XX/XXXX and XX/XX/XXXX. The XX/XX/XXXX statement information ( last months previous balance minus payments plus interest/insurance/fees ) did not add up to the New Total Balance. The New Total Balance was {$50.00} higher than what it should be with no information as to what the {$50.00} discrepancy was on the statement.
I called the Customer Service phone number several times and spoke with representatives ( each time escalating to the next line in management ), the final conversation with a Customer Service Manager ( XXXX XXXX ) who stated that the {$50.00} was added to our outstanding balance which represented the approximated cost of the Recording Fee ( s ) when the loan is paid off. After much conversation in which I tried to make them understand that the fee had not happened yet they insisted that the {$50.00} fee would remain in the outstanding balance.
I am financially astute and understand how to check the Daily Periodic Rate as well as the Average Daily Balance which is how the interest charged on the monthly statement and have found that Citizens Bank is charging me for interest on the {$50.00}, which they say is not being done. I dispute this as the Average Daily Balance includes the {$50.00}, so I am being charged interest on a transaction that has not taken place.
While the {$50.00} incurs a small amount of interest for me, if the total number of accounts that Citizens Bank has possibly done this to adds up to quite a nice amount of money for them.
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| 12/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Trouble using your card
- Credit card company won't increase or decrease your credit limit
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Web |
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This is a complaint for XXXX on the basis of National origin, Ethnicity, Gender, perceived religion and creed.
On XX/XX/XXXX, I opened a credit card account with Citizens Bank, with a credit limit of {$2000.00}.
I made my payment on time and the account was in good standing.
On XX/XX/XXXX, I thoought to bring the balance down for XXXX reasons. I had to make urgent purchases on line and to improve my credit score, as well.
I made a payment of {$500.00} at the branch teller, to bring the balance from {$2000.00} to {$1500.00}.
The next day, on XX/XX/XXXX, I tried to use the card for my urgent in line purchases, but the card declined however.
I suppose to have {$500.00} available credit on my card to use. I called the bank to find out the reason for the declined transactions.
The bank customer service informed me that my credit limit has been decreased by the same amount I just paid {$500.00}.
The bank decreased my credit limit from {$2000.00} to {$1500.00}. This way the card is over the limit and will hurt my credit score.
Although, my account was in good standing and {$500.00} ander the limit. The bank reduced the credit limit without notice. The very next day I made the payment.
The bank intentionally damaged my credit score and put me in financial hardship. Because, the {$500.00} payment was meant for urgent purchases.
But, the {$500.00} disappeared by the bank XXXX and XXXX action to reduce my credit limit without any valid reason at all.
I have made a complaint with the bank chairman office. But all my complaints were ignored, however.
It seems that their business culture is to cover any wrong doing, XXXX, and XXXX conduct.
I hope your office will fairly assist in this complaint and refer my XXXX complaint to the appropriate state and federal agencies to impartially investigate my complaint.
===========
|
| 06/15/2021 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
Older American |
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My Citizens Bank checking account was compromised in XX/XX/XXXX when a check was stolen from the US mail and used to attempt to steal money from my account. When I saw the initial activity debit then the funds returned, I asked the bank about it and they told me what they thought happened. They were very nonchalant about it. Said it happens all the time. They advised me to change my account number. I had them change it the next day. Then the. nightmare began. They attached the new number to the old account so at first I wasnt clear on what was going on. I eventually was able to double check every bill I paid to make sure it was from the new number. Fast forward to XX/XX/XXXX, there are come companies that cant be bothered changing the the account number I provided them with, such as XXXX XXXX XXXX XXXX. They did it for one account but not the other. I took both accounts off line. Thats an inconvenience for me not them. My XXXX forgot to change the account number when doing my taxes. Neither of these were my fault. The bank refuses to close the account or separate it from my account because they say Im still using it. Today I see that a check I sent by mail to the CPA was taken from the wrong account. I know I didnt do it. I asked the bank last month how long its going to take for this account to be closed. They said as long as it takes. Whatever happened to closing an account and sending the check back!? These new so called regulations are another way the feds are letting the banks operate as loan sharks with exorbitant overdrafts fees. And the federal government couldnt care less. The disgusting irony of this is that when I opened my bank app today there was a banner declaring today is XXXX XXXX XXXX Day. Clearly the US government and all the big banks think that means XXXX AN ELDER TODAY. Tell me Im wrong by making them close this account number
|
| 05/25/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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|
Web |
Servicemember |
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citizen bank branch address XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX ny XXXX # XXXX branch manager XXXX XXXX ACCOUNT NAME : XXXX XXXX XXXX XXXX XXXX XXXX The above is the account information I opened for my company at Citizen Bank, if you need to add! Please feel free to email me what I need to add!
I have a total of one personal account and two corporate accounts under my name On XXXX day, I received a call to learn that there was something wrong with the check that the customer paid us. The next day I immediately went to find out the situation, I thought that after communicating with XXXX, I would find out the cause of the problem and then cooperate with him to solve the problem.
Unfortunately, after communicating with the cheque payer, the other party has been using the reason that it is still processing, resulting in the problem being delayed.
I'm sorry for this not very good problem during my time with them!
mostaq froze all my accounts during this period, which indirectly led to the economic loss of my two companies and the loss of customers, which I can not pursue!
What I can't tolerate are the checks ( ~ {$400000.00} ) and those " problem checks '' that arrive in my account.
, including our online banking was frozen together, First of all, when I opened an account, the bank staff told me that the private account and the business account were two separate accounts. BUT WHEN THE PROBLEMS THAT THE BRANCH MANAGER CHOICE TO NO TRUSTING ME AND MY BUSINESS, I CALLED SERVRAL TIMES LOOKING FOR XXXX BUT I HAVENT RECIEVE ANY REPOND YET.
SO I NEVER GET ACHANES TO SOLVE THE ISSUES UNTIL TODY ALL MY ACCOUTS HAS BEEN FROZES.
I REALY SORRY ABOUT WHAT HAPPENED, AND I M VERY UPSET THE BRANCHH. AS A CONSUMER I PUT MY MONEY IN THE CITIZEN ALSO THE BRANCH STAFFS INCLUDES THE BRANCH MANAGER COMMUNITATE WITH ME WITH A BAD ATTITUDE.
I FELT UNCOMFORTABLE
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| 12/15/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
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|
Web |
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Hi. On XXXX i went to my local citizens bank at XXXX XXXX XXXX in XXXX new york between the hours 1-3. I deposited between $ XXXX in cash It took 4 transactions to deposit it all completely. On the last transaction it showed the amount that was deposited. Everything seemed fine then within seconds of showing me the total deposit. The atm says invalid account then as its proceeding to give me my money back it never gives me back any money and says machine error please talk to your financial institution. So i go into the bank Explain what just happened. The tellers tells me i have to make a claim with the claims department. Leaving pretty upset. I make a claim that day XX/XX/XXXX XXXX i wait about a week and call the bank to ask my claim status. The bank says you have two claims on file Sir. I replied there should only be one claim. He says well you have 2 one for {$1100.00} and one for {$1700.00}. I tell him the one for {$1100.00} is wrong. i never made that claim. So he proceed to get rid of the {$1100.00} claim, but the claim number i origanally was given was for the {$1100.00} claim that i never made. So i asked for the claim number to the {$1700.00} claim. The bank operator gave me the correct claim number.
3 weeks after my last phone call with the bank i got my claim letter in the mail dated XXXX. Saying the bank records indicate there was no machine error and as a result citizens bank will not be credit your account in the amount {$1700.00}. So ive proceeded numerous times since receiving the letter to talk to the claims department Ive been told everytime that someone from claim will contact me in 2 business days. Its been numerous days since my last call to them and i still have not heard from the claim department and i also asked for all documents they have to come to there conclusion. ive heard nothing from them and today is XXXX. Thanks
|
| 04/07/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
|
|
Web |
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My wife and I are trying to refinance our existing mortgage and were told we needed to close our home equity loan which we haven't drawn on or carried a balance on in nearly 4 years. Approximately 4 years ago my wife attempted to close the home equity loan and we paid all fees however unknown to us Citizens Bank charged a continuous annual fee of {$50.00} despite her request to close the account and us not using the account. Now 4 years later when my wife called again to close the home equity Citizens again advisded her that they would be charging us the accumulated fees again inorder to close the account and advised that we also needed to provide a written letter to close the account which seems like an undue burden and would appear to be the root cause for why were were charged a continues fee desipte not receiving any services or active communication. Moments after my wife advised me of the fees I immediately called to inquire, dispute, and ask for relief or assistance. I was denied at which point I asked for my compliant to be escalated. I was informed that I would receive a return call within 48 hours. During the time where I As I asked questions of the corporate office employee, XXXX XXXX, she became frustrated with me and disconnected our call and I'm now out of options. I advised we are experiencing financial hardship and did not want to pay the fee at this time but due to the delay in the return call ( 76 hrs vs 48 ) and despite there being an active complaint relative to this fee Citizens debited the fees from our account, has refused to advise of any asssitance or releif options, even as little as going back to the status where the fee continued to accrue. They have left us in a desparate situation furthermore they've required us to provide the written letter requesting closure of the account but still collected the lien release feel.
|
| 04/11/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
My payment had gone up due to my insurance increasing by {$400.00} a year, so I switched insurance in XX/XX/2018. My insurance assured me everything would be taken care of.
In XX/XX/2018my payment was increased even more. after further investigating I found out onmy own that the mortgage company had paid for two different insurance policies and did not inform me of this rarity.
I requested a refund through my original insurance and it was returned to me. In XXXX I paid the full amount to my mortgage that was returned to me. After several months of receiving notices that I owed XXXX $ amounts I called and was left on hold several times and being disconnected due to long waits. Finally I was connected to a service representative but she told me there was not any documentation of me making any such payment. Under duress I paid an extra amount of {$1300.00} on XX/XX/XXXX assuming I would pay my regular amount in XXXX.
XXXX comes around and they still say my payment is {$1300.00}, which is {$200.00} plus my regular payment.
I get a login to their website and find that the payments are documented, and I try to call to no avail. I tried to contact them 3 different times and put on hold. Finally after the fourth try I gain contact and was told they could not help me and I would need to be transferred or I would need to call back.
I find this completely unacceptable considering they created this by their system failure of paying two different insurances and the fact that I can not reasonably contact them without hour long wait times and most times not even being able to talk to someone.
I requested they accept the extra payment as my XXXX payment and they told me I would have to be transferred again.
I need some closure to this fiasco and the company is just running me around to different departments until I agree to pay a hire mortgage payment.
|
| 11/27/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
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On the morning of XXXX XXXX, i viewed my account aswell as took a screen shot, and it showed that my mortgage had posted. This left me with a positive balance of {$57.00}. I have provided this screen shot as an attachment and it can be seen that at this time items were pending, but had not yet posted. Two days later, the bank alterted the bank activity shown, and placed those same pending items ahead of my mortgage payment causing the account to go negative. The bank uses this tactic to obtain a fee because my mortgage payment is a preautherized debit. I am oppted out of " overdraft protection '', so the only way my account can incure a fee is through checks and preauthorized debits. The bank has made it common practice to alter the order in which items are processed in attempts to gain an account fee. I called the customer service line for citizens bank, and spoke with XXXX. XXXX would not except my screen shot of the true bank activity, and transfered me to a " specialist ''. XXXX, the specialist, also refused to except my proof. Her explaination is that the pending purchases were, " live swipes '', and go through immediately before any other transactions. I find this untrue because they were in a " pending '' status on XXXX. On other occasions i have been told that pending items are dependant on the merchant, and how quickly they notify the bank of the purchase. I have also been told by XXXX that larger amounts, such as my {$940.00} mortgage payment, go through first. She then retracted her statement during the call because i had informed her that the pending items were small purchases. My conversation with these individuals was recorded by citizens bank. XXXX put me on a long hold to speak with her manager, and when she returned she stated that my case was forwarded to the chairmen. She then stated i would hear a reply in 3-5 business days.
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| 01/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Citizens Bank continues to place road blocks to our ability to make payments on our home loan, and then refuses to provide customer service to their customers. I went to make a payment and the login page is different, bank website is different, and my username and password is unrecognized. Is this really my bank? I attempted to contact their customer service and still unsuccessful. I have only 1 week until my payment is due. If I can't make a payment and I can't communicate with the company I am unclear how we do business.
In 2 years and multiple complaints I have had yet to successfully contact even one live person who works for Citizens Bank. I have never gotten through to customer service about my home loans and have never been able to connect with anyone at executive or corporate offices at Citizens One despite all the federal and XXXX complaints. Lucky for me Citizens One leaves me sitting on hold for hours and hours which gives me some much needed down time to be able to file all these complaints and find other solutions to my problems and questions since Citizens One sucks so bad and refuses to provide support on my home loan.
Also- Citizens One automated phone system is quite confusing. The recording begins by saying this is an effort to collect a debt. Then the recording goes on to say this is not a debt collection effort if you are in a court case or foreclosure. I am very confused as to what point this stops being an attempt to collect a debt since Citizens One gives conflicting information to their customers. Is it no longer an attempt to collect a debt once I stop paying? At what point does an attempt to collect a debt stop being an attempt to collect a debt? I am so confused and unfortunately I am unable to reach anyone at Citizens One in two years to ask my questions or provide me with any support whatsoever on my home loan.
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| 04/08/2017 |
Yes |
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Web |
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Dear Citizens Bank I am making a formal complaint that you are reporting inaccurate credit information. Credit reporting laws ensure that bureaus report only 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct.
In my letter to the Citizens Bank I request physical proof of verification, while providing proof of my identity. I still have not been provided any documentation with merit alongside my signature attached. According to section 609 of the FCRA, the credit reporting agencies are REQUIRED to provide proof of verification, proof that the accounts belongs to me. If they are not able to provide this then they SHALL delete the accounts from my credit report.
The guidelines provided by FCRA are clear. This shows that Citizens Bank is violating my rights under this law. I sent out a certified letters to Citizens Bank and have tracked delivery confirmation that they received my letter.
I did not authorize anyone employed by this company to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ). This is a serious breach of my privacy rights.
I am making this final goodwill gesture to allow you to correct your erroneous reporting. I am maintaining a careful record of my communications with you for the purpose of filing a complaint next with the Attorney General 's office, should you continue in your non-compliance.
1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violations of the Fair Credit Reporting Act The following inquiries were without authorization, and for no legitimate business purposes. As such, it is a very serious error in reporting. Please delete this misleading information, and supply a corrected credit profile to all creditors XXXX, XXXX, XXXX.
Appreciatively, XXXX
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| 04/05/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I HAVE A HOME EQUITY LINE OF CREDIT WITH CITIZEN 'S BANK. ON MONDAY XX/XX/2019 AT XXXX AT CITIZEN 'S BANK BRANCH : XXXX, WITH TELLER : XXXX AND TRANSACTION # XXXX I PAID THE OUTSTANDING BALANCE OF MY LOAN {$20000.00}. THE MONEY WAS REMOVED FROM MY ACCOUNT ON XX/XX/2019. THE RECEIPT I RECEIVED FROM CITIZEN 'S BANK ON XX/XX/2019, SHOWED THAT THE LOAN HAD BEEN PAID IN FULL.
I FOLLOWED UP WITH CITIZEN 'S BANK ON XX/XX/2019 TO CONFIRM THE LOAN HAD BEEN PAID IN FULL, I WAS INFORMED THAT THERE WAS STILL AN OUTSTANDING BALANCE OF {$20000.00} ON THE LOAN AND THE BANK WAS UNABLE TO TELL ME WHERE THE FUNDS THEY HAD REMOVED FROM MY ACCOUNT, THE PREVIOUS DAY, HAD GONE. THE BANK OPENED AN INVESTIGATION INTO WHERE THE FUNDS HAD GONE ON XX/XX/2019, INVESTIGATION # XXXX. I WAS INFORMED THE SITUATION WOULD BE RESOLVED IN 2-3 BUSINESS DAYS. MULTIPLE SUBSEQUENT CALLS TO CITIZEN 'S BANK OVER THE NEXT WEEK CONTINUED TO SHOW AN UNPAID BALANCE ON MY HELOC.
ON XX/XX/2019 CITIZEN 'S BANK INFORMED ME THAT THE SITUATION WITH THE MISSING FUNDS WOULD BE RESOLVED BY THE NEXT BUSINESS DAY.
ON OF XXXX XXXX I WAS INFORMED BY CITIZEN 'S BANK THAT THERE WAS STILL NO RESOLUTION TO THE MISSING FUNDS, AND THE MATTER WAS BEING HANDELED BY THE CHAIRMAN 'S DEPARTMENT. WHEN I ASKED TO BE CONNECTED TO THE DEPARTMENT THAT WAS DIRECTLY HANDLING THE PROBLEM I WAS INFORMED THAT WAS NOT POSSIBLE. I WAS INFORMED THAT THE CHAIRMAN 'S DEPARTMENT WOULD HAVE TO CONTACT ME AND THAT COULD TAKE AN ADDITIONAL 3-4 BUSINESS DAYS. I WAS ALSO INFORMED THAT THERE WOULD MOST LIKELY BE NO ADDITIONAL INFORMATION ABOUT THE MISSING FUNDS UNTIL THE CHAIRMAN 'S DEPARTMENT CONTACTED ME AND AGAIN THAT COULD TAKE AN ADDITIONAL 3-4 BUSINESS DAYS.
I FIND IT VERY DIFFICULT TO BELIEVE THAT A FINANCIAL INSTITUTION COULD TAKE TWO WEEKS TO FIND A {$20000.00} ERROR WHEN THEY HAVE ALL OF THE INFORMATION LISTED ABOVE.
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| 12/03/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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Hi, Recently XXXX XXXX merged with Citizens Bank. After their merger my XXXX account has been over drafted for the 1st time in 2 years even though my account was set to not overpay what I don't have in my account. So no negative balance and overdraft can happen.
Now merged with Citizens Bank they purposely made me overdraft to collect that fee and something is fishy about the over all alignment of my deposit and what they say I had during that week and days of negative into overdraft. I tried to remedy with the bank before this point of an complaint and they dismissed me.
Citizens Bank has been fined for doing this before : " Misappropriation of depositor funds In XX/XX/XXXX, the Consumer Financial Protection Bureau ( CFPB ) and other federal regulators levied nearly {$35.00} million in penalties against Citizens Bank " for failing to credit to customers accounts the full amount of their deposits ''. The regulators declared that, from XXXX to XXXX, " The banks actions resulted in consumers being shorted millions of dollars ''. [ XXXX ] [ XXXX ] Joint action by the CFPB, the FDIC, and the Comptroller of the Currency determined that Citizens Bank had engaged in " deceptive practices '' by " fail [ ing ] to give customers their full deposits at times when the size of the deposit didnt match the number written on deposit slips '', despite promising to correct such discrepancies, instead pocketing the difference. [ XXXX ] The bank was required to reimburse its customers for lost funds as well as pay roughly {$20.00} million in fines to the three agencies. [ XXXX ] The XXXX XXXX XXXXXXXX said that Citizens Bank 's misconduct " is appalling precisely because it is so basic '', demonstrating that " regulators like the Consumer Financial Protection Bureau are a necessary defense against a system prone to abuses ''. [ XXXX ] XXXX XXXX XXXX XXXX
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| 05/31/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
Older American |
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I am a victim of a scam. In XXXX of XXXX, A woman claiming needing help. She provided authentic documents had me send two wires from Citizens bank. One was for XXXX and XXXX. A couple of weeks later, Citizen bank fraud Dept called me and I verified this was fraud. I had filed a report with XXXX Police in RI.
In XXXX, the same woman contacted me and said her agent to help her get out of trouble needed money. She said, a phony name of XXXX XXXX, said a client managed to get funds and transfer money to my account. I gave her the information of my account and two notifications of approx XXXX came through. She also had my user and password which she conned me into. I did a check in XXXX of this year to a person in NJ she said was a person to help. The money was deposited in my account and I did a check. On Friday XX/XX/2023 my checking account was frozen for Fraud. I went to the bank on XXXX XXXX in XXXX XXXX RI every day to see what was happening. I was told that my accounts were froze. I have a XXXX credit line. I was concerned about this. Every day from XX/XX/XXXX to XX/XX/2023 the balance was around XXXX. On XX/XX/XXXX, the balance jumped to XXXX The bank manager had said my accounts were frozen due to XXXXraud Why was my HELOC on frozen since the money went in there.
I had an attorney involved but with no luck.
The XXXX of the XXXX would not honor my claim. I told her I called XXXX XXXX at the Citizens Fraud Dept about why the HELOC account was not frozen during my checking account was. XXXX told me she had limited visibility and did not communicate anything to the HELOC Dept.
I called the FBI office in XXXX today, XX/XX/2023 and talked to Special Agent XXXX XXXX. XXXX XXXX XXXX told me the bank should of noticed something was wrong in XXXX and XXXX.
The FBI office in XXXX is working with the XXXX Police in RI as of today.
.
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| 11/18/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Other features, terms, or problems
- Problem with cash advances
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Web |
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I went to the atm machine at citizens bank at XXXX XXXX XXXX, XXXX, pa XXXX to get money from my XXXX XXXX XXXX credit card. I did this on XX/XX/XXXX at XXXX and the machine said " action selected is not available at this time. please retry '' so at XXXX I retried to get the money and the atm said " amount entered exceeds the available balance. Please try lesser amount ''. at XXXX on XX/XX/XXXX I called XXXX XXXX XXXX and I was told that the {$23.00} I asked for was issued to citizens bank the first time and they were unable issue another {$23.00} a second time. so on XX/XX/XXXX I saw the bank manager ( XXXX XXXX ) about the atm did not give me my {$20.00} and did claim {$23.00} on my credit card. he said it was not his problem because he is not in charge of the atm. he said I was going to have to try to get it back myself. so on XX/XX/XXXX I called citizens bank and talked to a XXXX XXXX and she said there was nothing she could do. I talked to XXXX XXXX XXXX on XX/XX/XXXX and filed a complaint and they thought citizens would not ask for the money. on XX/XX/XXXX I wrote a complaint letter to XXXX XXXX XXXX , ceo of citizens bank usa in XXXX, ri XXXX and have not heard anything from the bank. XX/XX/XXXX XXXX XXXX XXXX called me and told me that citizens bank demanded the money. XXXX XXXX called citizens to try to get the money back. they talked to XXXX XXXX and she took down a formal complaint from me and XXXX XXXX XXXX on XX/XX/XXXX. so far I have not heard from the citizens bank about my {$23.00}. I tried talking to someone on XX/XX/XXXX and after making 3 phone calls to citizens and being bounced around 6 times I decided to write to you.
I feel they stole my money because they were told before they took the money that I never got it in the first place. they put it in their accounts and not mine despite me trying to get it from them.
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| 05/23/2019 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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This complaint is against Citizens Bank of Rhode Island, regarding my checking account ending in XXXX, and an unauthorized E-Check number XXXX ( copy attached ), dated XX/XX/XXXX for {$9700.00} posted on XX/XX/XXXX for which they withdrew funds from my account to make payment to the unauthorized maker of the E-Check. On XX/XX/XXXX I discovered this fraud and Citizens acknowledged same on XX/XX/XXXX. For seven months I have been in constant contact by telephone and letter with Citizens, and they persist in refusing to restore the fraudulently disbursed funds. I filed a complaint through the Office of the Comptroller of the Currency ( complaint # XXXX - copy attached ) which Citizens has acknowledged, but failed to answer ( reference Citizens Letter of XX/XX/XXXX and my letter of XX/XX/XXXX ). Additionally, XXXX has failed to provide information relating to the identity theft that was perpetrated by the unauthorized maker of the E-Check ( reference my letter of XX/XX/XXXX ), Citizens responded with routine bank statements. Citizens has not complied with the requirements of 12 CFR Part 1005, they did not credit my account within 10 days of notification, and have taken longer than 90 days to complete their investigation. Additionally, Citizens has not complied with the FTC Fair Credit Reporting Act Section 609 ( e ) - copy attached. I respectfully request that CFPB direct them to comply with the law, inclusive of them paying me interest ( starting at XX/XX/XXXX paid at their prevailing personal loan rate ) since their gross failure to comply with the 10 day stipulation of the law has prevented me from using ( or investing ) my funds. I strongly suggest that CFPB also audit Citizens specific to compliance with " Regulation E '' as their customer service staff and management either do not have qualification or willingness to adhere to law.
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| 07/10/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Banking errors
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Web |
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Citizens Bank has done the following : - The bank website and my statements do not show me who/what is debiting my account. I have no idea who has removed funds from my account. My transactions just show " Debit '' and the amount. It does not show the company or person who made the debit. The website does not provide this information nor does my statement.
- I called to ask the bank who had made the debits from my account and the customer service rep was " not able to see it '' either- they could not tell me who was debiting from my account.
- I called the bank on several occasions to complain about this and was given several different answers as to why I can not see who is taking money from my account. In one case I was told it was an " an IT error '' that had been happening that day - I had been unable to see who was debiting for over a week at that point- I was lied to.
- I am constantly locked out of my online account now- when I try to perform password resets it does not recognize my information and forces me to call. I believe I am having trouble because I complained.
I called my bank and they are literally not able to tell me who is debiting from my account. If it is fraud XXXX, nor they have any idea who is taking money out of my account. This bank is facilitating fraud- if someone is fraudulently accessing and withdrawing from my account- they are doing it with the assistance of this bank who can not tell me who is even taking the money, whether it is legitimate or fraud.
The bank can not tell me who is debiting my account, this is aggregious.. How can a bank not be able to see who debited my account!?
This complaint is regarding : XXXX XXXX XXXX XXXX XXXX XXXX XXXX rights reserved. Citizens is a brand name of Citizens Bank, N.A. ( NMLS ID # XXXX ) Citizens corporate headquarters : XXXX XXXX XXXX, XXXX, RI XXXX
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| 04/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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On XX/XX/XXXX, I opened an account with Citizens Bank with a promotional offer that stated that I would get a {$300.00} bonus deposit for having a single direct deposit of {$500.00} into the account within the first sixty days of account opening, along with up to {$100.00} extra bonus for up to XXXX debit card transactions done within the first sixty days ( {$2.00} per debit card transaction ). I completed the bonus offer requirements and waited the stated amount of time until I was to receive my bonus deposit into my account of {$400.00} total. The last week of XX/XX/XXXX I reached out to Citizens Bank via Text Chat on their website and inquired as to when exactly I would receive my bonus offer funds deposited into my account. I was told by a representative that I would receive the funds on XX/XX/XXXX due to the date I opened my account and the fact that I completed all requirements to receive the bonus offer funds. On XX/XX/XXXX I had not seen the funds deposited into my account so I once again reached out to Citizens Bank via Text Chat. I was told by a representative that I should have received the funds the previous night during overnight processing but had not done so, and that I should wait until Monday, XX/XX/XXXX to reach back out to Citizens if I had not received my funds by then. I decided to call Citizens on XX/XX/XXXX and was connected with a supervisor who provided me with a case number and stated that I would have a response by the marketing team within two business days detailing when I would receive my bonus offer funds into my account. No email has arrived as of this date. I then also reached out to Citizens via their XXXX account and after two calendar days finally received a response with a case number stating that my info was forwarded to the Chairman 's Office. To this date I have no bonus offer in my account.
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| 04/17/2017 |
Yes |
- Bank account or service
- Checking account
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Web |
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On XX/XX/XXXX 2016 an employee had did a mobile app deposit of {$470.00} and cashed the check and withdrew it immediately. On XX/XX/XXXX 2016 the same employee took the physical check down to the check cashing place and cashed its again. As a employer we re held responsible for the check and had to pay the money back to the check cashing place. However, by law ( UCC/Holder in Due Course and Check 21 ), the Holder in Due Course who cashed the actual physical check is the one who is entitled to payment by the account holder. I have every legal right to demand that your bank recall the funds that were paid on the electronic presentment of your check to reclaim your lost funds. However, you are required by law to pay the Holder in Due Course for the physical check they cashed. Also under The key provision of the Check 21 Act is that it imposes a warranty and indemnity obligations upon a bank issuing a substitute check. A bank creating a substitute check assumes the risk that arises from the creation of multiple legally enforceable copies of the same item. The employee 's bank in the scenario above is deemed to have warranted to each subsequent handler of the check that it will not receive multiple presentments of the check such that it will be asked to make a payment based on a check that is already paid. The Check 21 Act specifically states : ... no depositary bank, drawee, drawer, or endorser will receive presentment or return of, or otherwise be charged for, the substitute check, the original check, or a paper or electronic version of the substitute check or original check such that the bank, drawee, or endorser has already paid. 12 U.S.C. 504 ...
As an employer we were obligated to pay the money back plus fees, We want the bank to pay us back in full or we will file civil suit and file a complaint with the state attorney general.
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| 09/20/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Closing on a mortgage
- Trying to communicate with the company to fix an issue with the loan closing
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|
Web |
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I hope this message finds you well. I am writing to seek assistance regarding a concerning situation I have encountered with Citizens Bank in relation to the closure of my Home Equity Line of Credit ( HELOC ).
On XX/XX/, I successfully closed my HELOC account with Citizens Bank, following the bank 's assurance that I would promptly receive a written confirmation of the loan closure, including the removal of the lien from my property. However, despite their initial commitment, I regret to inform you that nearly three weeks have passed, and I am yet to receive the promised confirmation letter.
I have diligently followed up on this matter by making repeated calls to Citizens Bank, but regrettably, I have consistently received the same response from their representatives, which is, " You'll be receiving that letter soon. '' This delay has caused me significant distress as it jeopardizes my ability to close an HELOC application with another financial institution, and my deadline to finalize this transaction is swiftly approaching on XXXX XXXX XXXX Failing to meet this deadline would result in the rejection of the loan application.
Considering the urgency of this situation and the potential financial consequences it may entail, I kindly request your intervention and assistance in expediting the process of obtaining the closure confirmation letter from Citizens Bank. Your prompt attention to this matter would be greatly appreciated, as it is essential for me to secure the required documentation without further delay.
Please do not hesitate to reach out to me should you require any additional information or documentation to assist in resolving this issue effectively. I am grateful for your support in this matter and trust that your intervention will help bring about a swift resolution.
Thank you for your time and consideration.
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| 01/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
I attempted to pay our XX/XX/2022 Citizens One Bank mortgage during the week of XX/XX/XXXX through XX/XX/2022. Apparently, Cititzens One Home Loans online account www.citizensbank.com was changed to Citizensonebank.com.
When I attempted to setup a new login at the new website, it did not recognize my phone number at the new site. Between the old site and the new site, there were 5 phone numbers to call for service. Starting on XX/XX/XXXX, the hold times were extremely long ( over 1 hour ) and often times, I was disconnected before someone answered.
On the XXXX I finally got through to the rep after 1 hour and 45 min. She said she couldn't help me ( Name - XXXX ). XXXX then transferred me to XXXX. I could hear men talking in the background while she was working from home. She asked me for my full SS # which I refused to give because of the people in the background. I said I could provide her with other info such as my mortgage # which she refused to take. I also asked her for an employee #, which she refused to give. I then requested to be transferred to her supervisor. This was over 2 hours into the call.
Her supervisor was very professional. He did not understand why she refused to give her employee # to me as that is their customer service identification number. He was not able to help me either, but concurred with me that asking for a social security number in full, in an unsecured call setting was inappropriate for the company and employee to do.
Any company whether a bank, mortgage, investment, medical, etc type of company that holds identity data should not be using FULL social security numbers as a verification method. My identity could have easily been stolen by the people in the background or even the employee.
I think that Citizens One Bank needs to find a new verification method for home loans and mortgages.
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| 05/05/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
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Web |
Servicemember |
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I have had a personal account with Citizens Bank for many years and a year ago opened a business account for my XXXX XXXX. Subsequently applied for a XXXX loan on XXXX of this year and it was completely mishandled. I called about XXXX times since then, was told at one point it was approved and was just waiting on funding information. When I didn't receive anything, I called again and was told whoever I spoke to informed me incorrectly. That's a BIG mistake to make. After waiting two months from my initial application date, I was finally informed on XX/XX/XXXX it was denied, and that it never actually made it to the XXXX, which I was also misinformed of XXXX I was told on one call it was with the XXXX XXXX. Why it took bank XXXX two months to deny my application, why customer service reps couldn't provide consistent or accurate information, and why my app was denied when I have been self-employed in my current business since XX/XX/XXXX and am eligible under XXXX guidelines, I have no idea, but I am extraordinarily unhappy with how I have been jerked around and misinformed as a female XXXX XXXX XXXX. This round of XXXX was supposed to provide additional opportunities for someone like myself and it has done anything but. Furthermore, due to the delay, loan funds have been depleted and I am unable to apply somewhere else. No one I have spoken to thus far, including the branch where I opened my account, has seemed overly concerned with my situation. I was told that the only group that could assist me with the loan was " XXXX XXXX, '' which was reachable only via email and not phone. I emailed " XXXX XXXX '' a week ago and have not received a response. I was told by the branch where I opened my account that they don't have access to XXXX info and could not help me. How can a lending institution operate with this lack of transparency?
|
| 02/15/2017 |
Yes |
- Bank account or service
- Checking account
|
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Web |
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I opened a small business checking account with Citizens Bank two months ago, and deposited XXXX checks into this account exactly four business days ago, on Friday, XXXX XXXX, using their mobile deposit feature. When I completed the deposit, the confirmation said that I should expect to have access to these funds within XXXX4 business days. Today ( Tuesday, XXXX XXXX, 3 business days later ), I checked the account only to find that my XXXX deposits are now expected to clear on XXXX XXXX, a full 9 business days from the date I deposited them. As a small business, this is a ridiculously long time to wait for a relatively small amount of money to clear, so I called Citizens Bank customer service to see if they could do something to speed it up. The answer I got was that they were unable to contact the XXXX banks who issued the checks I deposited ( XXXX XXXX XXXX and XXXX Bank ) in order to clear the checks, and that the only way they could speed up the process was if I called these banks personally, obtained the direct phone numbers of the people who are responsible for clearing checks, and then called Citizens back to give them these phone numbers so they can call too and clear the checks. Unfortunately, I do not have the time to do this, and since I am a new customer for Citizens Bank and this is my first deposit, I can probably assume that this will be my experience with them in the future as well. At this point, thanks to Citizens Bank I can not use my funds for the next two weeks, which is causing significant difficulty in my business operations.
I do n't know whether it is legal for them to hold my funds for such long periods of time ( 9 business days or more ), but this is not a practical solution for my business, so I will be closing my business account with Citizens as soon as I can, and finding another institution.
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| 09/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Account sold or transferred to another company
|
|
Web |
|
|
Hello, I had a credit card from XXXX XXXX ( last four digits of the account XXXX ). On XXXX XX/XX/2022 I purchased an airline ticket ( in the name of my mother XXXX XXXX ) from XXXX XXXX using the XXXX credit card - the charge was {$970.00}.
After that XXXX sold/transferred their retail banking to Citizens Bank and my credit card account was transferred to Citizens bank XXXX but the credit card number had changed.
I had to cancel the travel and XXXX XXXX have refunded me the amount, that I have paid for the ticket, to the original form of payment, i.e. into the XXXX credit card account ( last four digits XXXX ). The airline sent me the confirmation that they have processed the refund ( {$970.00} ).
However, I no longer have access to my former XXXX credit card account and the account itself no longer exists at XXXX, as they told me several times. Therefore, I didn't receive the refund. I have called XXXX 3 times over the last 2 months and they refused to do anything, as they claim that my account was closed.
I did not receive the refund on my Citizens bank account either. The records on the Citizens bank website show the original transaction for purchasing the airline ticket on XXXX XX/XX/2022 with the reference to the " old '' XXXX credit card number ( last four digits XXXX ). But there is no refund from XXXX XXXX on the Citizens bank account.
I called Citizens Bank 3 times over the last 2 months and they kept telling me that they would investigate the issue and would respond- but I never heard from them. So at this time I exhausted all my options.
It was not my choice to switch from XXXX to Citizens - it was a decision of XXXX and Citizens and I am fed up of wasting my time trying to get my refund and falling a " victim '' of their dysfunctional and inefficient handling of customers ' financial transactions.
|
| 02/16/2017 |
Yes |
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Web |
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In XX/XX/XXXX ( I 'm not sure of the exact date ) I received a letter from Citizens Bank saying I owed {$11.00} on a credit card I had canceled approximately a month earlier. I was told Citizens accepts charges on a canceled credit card for 30 days after cancellation. On XX/XX/XXXX I paid the charges ( facilitated by the bank branch manager who also said she overnighted it to the CC office. ) In XX/XX/XXXX I received a bill for {$1.00} with payment due on XX/XX/XXXX. I inquired ( with the same bank branch manager ) about the charge and she could not give me a satisfactory answer. She called Citizens CC number, spoke to a person who said I needed to pay the penalty. The reason : the {$11.00} payment was received on XX/XX/XXXX therefore incurring a charge of {$1.00}. Yet the bank check for {$11.00} was dated XX/XX/XXXX and I was told it was sent by overnight mail to the CC address. The Citizens branch manager handled all the details including calling the CC center to ensure that her actions addressed the issues both in XX/XX/XXXX and in XX/XX/XXXX. Questions were not answered : why the {$1.00} charge on a payment facilitated by a Citizens representative based on instructions from the Citizens CC person, why did I not receive any communication from Citizens until XX/XX/XXXX ( they said they sent monthly bills to my old address yet these said bills were never forwarded by the post office nor did the new homeowner bring us the bills - friends bought our house and they periodically hand deliver mail meant for us ). Also troubling, the branch manager at one point responded to the CC person, " I know we 're on the same team. '' I am troubled by a charge appearing almost 7 months after the CC was canceled and 6 months after I paid the remaining balance on the card per the exact instructions and facilitation by 7 the branch manager.
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| 05/31/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/2023, I received an email from Citizen 's bank stating that they were offering {$10000.00} to qualified first time homebuyers with a minimum score of XXXX. At the time my score was a XXXX. I called Citizens and they took my preapproval application over the phone. They sent emails requesting verification information and shortly thereafter I received an approved preapproval ltr stating I could shop for a home. I found a home, signed a purchase agreement in XXXX. I notified my loan XXXX that I found home and signed agreement. XXXX XXXX told me to hire an inspector. I had inspection done and XXXX then informed me I had to pay for an XXXX and sent instructions on who to pay a {$650.00} fee. I then started receiving all these requests for additional information and proof of paid debts for the underwriter. The lender ran my XXXX XXXX XXXX significantly reducing my XXXX XXXX. I provided proof of downpayment funds, paid off debts as required by lender, and provided documentation over and over for the same debts. XXXX never mentioned downpayment assistance throughout this process and at the last minute they are sending conflicting disclosures and requesting the same information they requested previously as a condition of the loan commitment. As a result of the way this process was handled, I exhausted my savings paying off debts that were not delinquent and lender was still asking for an exorbitant amount of money to close. I tried on multiple occasions to reach XXXX as well as my realtor only to have my calls ignored. My realtor also tried contacting the bank to speak with XXXX 's supervisor and no one ever got back to me about his lack of communication. At this point, I am in danger of losing this home because the seller has run out of patience and I still need to transfer this transaction to another lending institution.
|
| 08/03/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Older American |
|
To whom it may concern, XXXX XXXX, 2017 My name is XXXX XXXX XXXX and I have a complaint against Citizens Bank located in XXXX, Ohio. I am writing this letter as a short explanation as to how this transpired. I closed my account with Citizens Bank on XXXX XXXX, 2017 and switched to XXXX XXXX around the same time. Upon switching banks I notified all parties whom electronically withdraw monthly payments, as to this change. XXXX XXXX XXXX, who holds my car loan, was not made aware of this change ( due to an internal error ), and proceeded to take my car payment from my old CLOSED account through Citizens Bank on XXXX XXXX, 2017. Instead of Citizens Bank notifying XXXX XXXX that the account was closed, they charged me a {$35.00} NSF charge, and did not pay the payment to XXXX XXXX Bank. As an apology to myself from XXXX XXXX, they sent me four gift cards in the total amount of {$40.00} to cover any NSF charges. I did not feel I owed ANY fees to Citizens Bank for the simple fact that the account was already closed. When I withdrew the remaining monies I had in XXXX XXXX on XX/XX/XXXX, in the amount of {$18.00}, I informed them that I was closing the account. I have not received any notice from them as to this being closed. According to Citizens Bank, I have a negative balance of $ XXXX. I am curious as to how I can obtain a negative balance in an account that is no longer open according to my records? I believe that Citizens Bank is performing illegal banking procedures, and unfortunately I am not the only one who has been affected by this. I am seeking that the account that I had with them be acknowledged that it is closed and that no monies are owed AT ALL. I would like an official letter from them that states these conditions for my records. Thank you for your attention in this upsetting matter. Sincerely, XXXX XXXX XXXX
|
| 07/23/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with additional products or services purchased with the loan
|
|
Web |
|
|
I went into XXXX XXXX to buy a car. I was in urgent need since my car had been totalled and I needed a car to get to and from work and get my kids to where they needed to be. I saw a XXXX XXXX for Sale, the sales man told me they would sell it to me for {$17000.00}. I test drive it and it sounded ok, the stearing wheel was hard but i figured it was because I was used to driving an old car. Once I got to finance the gentleman convinced me on getting an extra insurnace for the car. He said it would only add a couple dollars to my monthly payment. I said ok he never told me the total amount i was going to end up paying he also never said anything about GAP insurance. I signed my paperwork and the total amout that was going to be financed was about {$13000.00} after my {$4500.00} downpayment. I went to my insuramce and they suggested I go back and ask if i could get gap insurnace on the car since they didnt provide me with that. I did and we did everything in a hurry because that was all that was being added to the paperwork he had me sign all of my new paperwork in a hurry he took my old paperwork and shredded it. After I got my paperwork from the bank it showed a remainder balance of {$19000.00}!! I called and asked if it showed the {$4500.00} downpayment that i had given, and she said I would have to talk to the dealership about that. I went to my car and grabbed my paperwork and saw infact that was what the dealer had sent to be finanzed, it has an add on of {$990.00} and an add on of {$2600.00} for service all of my paperwork shows different amounts! Everything is done so wrong! I also found out they gave me a vehicle that had some part broke and that is why the stearing wheel drove so bad. I am so mad and sad that they would take advantage of me this way! Just because I was in a big hurry to buy a car. I am so upset.
|
| 01/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I opened an account with Citizens Bank on XX/XX/2022. My account type was a Student Checking account, which has no monthly maintenance fee, and I signed up with a bonus, such that for a direct deposit of at least {$500.00}, a credit of {$300.00} would be posted within 60 days.
I had a qualifying direct deposit of {$550.00}, as well as a personal deposit to start the account of {$50.00}, but later withdrew that money around XXXX to put in a high yield savings account. My Citizens account remained open, albeit at a XXXX balance. This was the case into late XXXX.
Today, I logged into my Citizens account, to check on the potential bonus, and I saw that Citizens had closed my bank account. I called Citizens, and they stated that they closed the account on a XXXX balance because of potential monthly maintenance fees -- despite the fact that I had maintained a XXXX balance with them for over a month prior -- and due to not having an account with them, they could not honor the sign up bonus guidelines. Further, the sign-up email for a Student Checking account notes " no minimum balances ''. It is phenomenally outrageous to suggest any incorrect action taken on my behalf, when the selling point of the account was " no minimum balances '', and the closure conveniently occurred when I was due {$300.00}.
At no point did any guidelines suggest that Citizens would close the account. Further, no guidelines on the bonus suggest that Citizens does not owe the money to me, if not in the account, then in the form of a check.
I received no notice from the bank in advance of their adverse action, and likewise had no other transactions or changes to the account to allow them to void my account and nullify the bonus owed to me. Thereby, I believe I was treated unfairly by my bank, and have thusly contacted the XXXX XXXX XXXX XXXX.
|
| 10/18/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Claim # XXXX with citizens bank.
I applied for a credit card from citizens bank, I have never received the card and all of a sudden I got a notification from XXXX credit reporting that there is a higher usage and the card that I have never received yet. I reported the fraud via phone call to citizens bank Claim # XXXX, and they sent me a replacement card, seven days later they sent me a letter stating that the claim was denied! They said that I have activated the card using the phone number on file on the day of XX/XX/2022 which is never happened! I want to my phone carrier I printed out XXXX bill to show them the proof that I didnt receive the card nor activated it from my phone, but they never pay me any mind, and Im so concerned about my credit getting hurt by this matter.
I want this issue to be fixed, the first 5 fraudulent transactions from the XXXX XXXX was a fraudulent Transaction in the amount of {$4100.00} and their lie that I have personally activated the card from the phone on file most be held accountable and the credit amount most be billed back to my credit card account, the only card I received and activated was the replacement card on XX/XX/2022. And for them to close their Investigation within just two days from the report thats a joke and Im willing to practice my legal actions against citizens bank if they didnt resolve this issue for me!
Thanks and best regards.
Please find the attached documents which is included with- the Denial letter from citizens bank.
- Detailed phone bill for the specific day that day said that the card was activated on using the phone number on file - bank statement that includes all the five fraudulent transactions.
-Proof of faxed documents to the fraud department of citizens bank fax number been provided by the citizens Bank customer service fraud department XXXX
|
| 12/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I lost my job several months ago, and have spent the last few months securing new employment and rebuilding my financial life. As part of this, I reached out to Citizens Bank for assistance with my mortgage as I have been unable to pay. I will be able to pay within the next few months as my finances balance out with my new employment. Citizens referred me to the XXXX XXXX XXXX web portal to submit my paperwork. My wife and I submitted everything, but were told we needed additional pay stubs ( along with my unemployment ). We uploaded these documents on XX/XX/2022. On XX/XX/2022 - I received a phone call from Citizens that they had not yet received the requested documents and were going to close my file for assistance if they were not received before the end of the week. I promised to have the documents emailed to them ( to an email address they provided me ) within the hour. As promised- all documents were sent. On XX/XX/2022, I received notification that my request was closed. We called Citizens Bank and were told that it sometimes takes 2-3 business days to receive the documents, but they would re-open my case when they received them internally. On XX/XX/2022 - I called to follow-up and was told they still had not reviewed the documents. They noted that my Relationship Manager would be given a note to call me, even though the relationship managers were typically not allowed to speak to their clients. Today, XX/XX/2022, I still have not received a call from the relationship manager, and my wife was told that Citizens Bank does not have any record of the conversations we have had, and that we will need to start the process over again since we failed to follow their instructions. I faxed the " missing '' documents to the fax number they provided today, however, my wife was told we would need to re-submit everything.
|
| 08/15/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I attempted to transfer money from my Citizens Access online savings to my XXXX Checking account through the Citizens Access bank app. After confirming the transfer there was no record of the transfer pending or completed on my account, so I attempted to process the transfer again with the same outcome, no record of the transfer being recorded. the next day I received both text and email alerts that neither transaction was able to be completed and to call and speak to a representative.
Upon speaking to a representative, they let me know my account was under review but could not give me any information about what the review was for, when the review would be conducted or how long the review would take to be completed. I waited a day and called back to see if there was any more detail on the review. Again, the representative told me no information was available with respect to why, when or how long the review on my account would take place. I asked to speak to a manager who confirmed this same message..
I requested to simply close out my accounts. The manager told me that I could not close my accounts or access my savings balances in any way shape or form until the review of my account was completed. She told me a letter is being sent out about the review but could not tell me anything about the contents of the letter. When I asked to speak with someone in the office who manages the account review, she told me that I was not able to speak with anyone in the review office either.
I am no longer comfortable working with Citizens Access as transparent information about the managing of my money is unavailable and access to my money has not been possible to date.
I would not recommend that other consumers use Citizen Access high yield savings. The return is not worth while if you are not able to access your money.
|
| 05/31/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
Older American |
|
The loan is for our son and I believe originated in XXXX. Over a year ago the remaining balance of the loan was placed on a monthly draft from our checking account for $ XXXX. For some reason the payment did not draw in XXXX of XXXX. I have contacted Citizens bank and they stated that they tried to call me to let me know the payments were not being received. The calls were made to a land line number which is no longer in service. They didn't follow up the phone attempts with a letter, but instead placed the loan with a collection agency. I have contacted Citizens ( XXXX ) twice to offer getting the payment fixed including sending them the {$300.00} for the months the draft was not drawn. They have told me they can no longer help me as the loan has been assigned. I also spent XXXX minutes working with our credit union to determine why the draft was not sent, and was told clearly that the problem was not on their end. I have been in contact with the collection agency ( XXXX XXXX XXXX, XXXX XXXX, XXXX ). The have offered a settlement to terminate the loan which we are willing to do, but they want to receive the payoff in a rather unreasonable timeframe of {$1000.00} XX/XX/XXXX and {$1900.00} by the end of XXXX, which is basically the {$2900.00} settlement amount in 30 days. This would be difficult, but might be possible over XXXX months.
The bottom line here is that I feel totally manipulated, first by Citizens Bank and now by the collection agency. We have made a good faith effort to make this right with the bank, and I don't feel like i should even have to deal with the collection agency, but I will in an tempt to put this behind us. Any assistance you can provide on our behalf in the matter would be greatly appreciated. I also want this resolved without and affect on my XXXX XXXX XXXX.
Thank you, XXXX XXXX
|
| 07/29/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
A call was placed to Citizens Bank of Michigan on XX/XX/2017 requesting that my account be closed. I was advised that there was an {$8.00} balance in the account and that they could not close the account without those funds being moved. Those funds were moved to my business account with the same bank, and my account was to be processed for closing. However, the representative went on to tell me that they can not close my account because there are pending transaction on the account. I advised them that other than those transactions I am requesting the account be closed and no further transactions allowed on the account. I was advised that this was impossible. I was then transferred to a supervisor who stated the same as above. When I advised him that the account was being requested to be closed, he stated they could n't close my account and would not close my account. He also stated that any new transactions can occur on my account without my authorization at this time and fees could be assessed. I then stated that I did not want any further authorizations to take place on this account. He replied with the statement that he can not and will not assist in closing the account until Monday at the earliest. When I stated that I have requested my account to be closed and he has denied my request to close the account, he stated that even if he closed it today, if any check, debit card transaction or ach attempts to hit my account within 60 days of the day of closing, they have the right to re-open my account and asses me over draft fees, sustained over draft fees and any other account fees that they wish to. Again when I requested for my account to be closed, he stated that the account is not closed and will not be closed by them and that they will leave it open as long as they want. He then hung up the phone on me.
|
| 04/28/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Received XXXX due statement Paid XXXX, {$1000.00} [ XXXX + XXXX extra principal ], check # XXXXReceived XXXX additional XXXX due statements but no XXXX due statement Called XXXX CCO customer service, XXXX XXXX She said all {$1000.00} was applied to principal and will correct it in XXXX business days and will send the XXXX due statement within 7 business daysReceived XXXX due statement Paid XXXX, {$1000.00} [ XXXX + XXXX extra principal ], check # XXXXDid not receive XXXX due statement Called XXXX CCO cust service, XXXX XXXX XXXX She said that all of the XXXX {$1000.00} payment was applied to the principal and late fees were charged. She said she will fix it and remove late fees and nothing would be reported to credit bureaus. She asked that if I had an extra statement, I should pay by XXXX.
Using XXXX of the XXXX statements I received for XXXX due date, I made a copy with XXXX on it and Paid XXXX, {$1100.00} [ XXXX + XXXX on extra principal ], check # XXXXReceived letter dated XXXX from CCO on XXXX concerning overdue, late fees, sending to credit bureausReceived XXXX due statement XXXX with amount due $ XXXXThroughout this whole time, CCO has been calling and not leaving a message at least XXXX per day. I thought it was sales calls since the caller ID showed Citizens and not CCO, I did n't make connection.
After the letter and last statement received, I picked up on XXXX at approx XXXX.
After trying to explain the situation and asking for help, the man insisted that I was behind andthat I send payment and late fees.
I have never been late on a payment and I would like CCO to apply the proper amounts to my account and not all of it to principal. I would also like them to correct these mistakes that they have made in the last several months and remove any credit bureau reports of late or missing payments.
|
| 07/12/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I created a Citizens Access savings account and deposited {$10000.00} on XX/XX/2023. On XX/XX/XXXX I linked the savings account to my XXXX account.
On XX/XX/XXXX I tried to withdraw {$400.00} to put into my XXXX account. The withdrawal occurred but then was reacredited and my account was then frozen on XX/XX/XXXX.
On XX/XX/XXXX I deposited more money ( {$4700.00} ). My balance reflects the two deposits which all show in my statements.
On XX/XX/XXXX I called the Citizens Access support number ( XXXX ) because my account was still frozen for more than 10 days. The representative on the phone said that my " account was under review and there is no available information at this time and to wait ''.
On XX/XX/XXXX I went to a Citizens bank ( listed on their website ) in person to straighten out the problem and find out what was going on. They told me that they couldn't even find my account in their system and told me to call XXXX. I called and they said the same thing : " account was under review and there is no available information at this time and to wait about a week ''.
Since it's already been 3 weeks since my account was frozen, I decided to call the number on the bottom of the Citizens Access website ( XXXX ). The representative who answered the phone on this call said exactly the same thing " account was under review and there is no available information at this time and to wait ''. So I asked if I could speak to a supervisor who said the exact same thing : " account was under review and there is no available information at this time ''.
My account has been frozen for 22 days and no explanation has ever been given to me as to why and when the problem will be resolved.
I'd really like access to my money and to be treated like a customer and not a criminal. Can you please help me. Thank you.
|
| 10/24/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American |
|
Citizens Bank claims I owe payment for a security system placed on a house in XXXX Florida.
I do not own a home in Florida, only XXXX XXXX XXXX XXXX, Pa. I have lived here over 30 years, moved here XXXX after marrying a guy from XXXX.
I went to a local branch to have them file the fraud report, then to XXXX Police department to file a complaint. Copy of the police report was sent to Citizens, ATTN : ID theft operations at XXXX, XXXX XXXX XXXX, XXXX, PA XXXX ; I also called XXXX, as per the Chairmans office request, and told them but they only sent an email which I also forwarded to Citizens. Fax XXXX Since then, I looked at my credit report with XXXX, XXXX, and XXXX and found all three had an address for XXXX XXXX XXXX XXXX, XXXX, Florida as well as my XXXX home address.
I had to dispute the XXXX address, as well as mispelling of XXXX as well as mispelled XXXX. Also multiple phone numbers, that needed to be deleted. From what I can tell, these are being corrected, although now XXXX supposedly, removed my XXXX address. I uploaded my drivers license and XXXX bill for them to make corrections. So Citizens bank is the business that needs to be aware, my identity was used for a fraudulent purchase, a XXXX security system.
Citizens bank shared this issue should be resolved by XX/XX/XXXX. All the use of my identity for the said purchase occurred in XXXX of XXXX. What I don't understand is I live in a home purchased for {$50000.00}. I looked up the home is XXXX and its valued at over {$700000.00}.
I am a retired nurse practitioner. I never made alot of money to own this extravaganze. I don't have security on my home in XXXX. Identity protection is an issue if even the credit reports all have false information. Until now I did not look at my reports but now plan to share this important issue with others.
|
| 07/23/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
When the CARES Act came to fruition I went on my mortage company 's website ( Citizens One ) to inquire about the deferral program everyone was talking about to see if it was legit or not. I used the companies secure messaging service to do so. ( Im sure copies of this correspondence are available and recorded. ) All I did was inquire about the program, when they replied and told me it was a forbearance, I replied, " No thank you '' and never inquired again. I received a forbearance packet in the mail which I shredded and did not respond to. When I tried to refinance my mortgage I was told that my mortgage was in forbearance and was not eligible. I immediately contacted the mortgage company ( Citizens One ) via their secure messaging service and informed them that I had not requested to be placed into forbearance and they needed to remove me immediately. I received a call from a lady named " XXXX '' in the office of the Chairman from Citizens One, and I explained all of this to her. I told her that had negatively impacted my credit and caused me to lose the opportunity to refinance. I told her I wanted a letter stating that I was mistakenly placed into this program and that I had made all payments during the period, that I could present to the company I was attempting to refinance with. SHe said she would have to call me back. She did in fact call me back, stating that I was now out of the program, as the 90 days had passed, ( So it appears that I voluntarily opted into this program and it simply ran its course ) but said that she could not send a letter. I want a letter from Citizens One stating that I was mistakenly placed into this program by no choice of my own, and that all payments were in fact made during this period. To date I still have not received this letter.
Citizens One, Loan number XXXX.
|
| 11/18/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
As a former employee of Citizens Bank for nine years, I am well aware of overdraft issues that consumers have as well as the lawsuits taken against the bank. I am in the midst of closing all XXXX of my accounts with the bank due to the amount of asinine fees charged. I removed all of my funds from my circle gold checking account and transferred to another bank institution. I left a remainder of a few dollars in the account until closure to avoid any overdraft fees. A check was just cashed ( three weeks later ) from my son 's doctors office which in turn made the account negative {$25.00} dollars, our fault. The same day I was charged the {$35.00} overdraft fee so immediately ( same day ) I went to the bank and deposited {$60.00} in the account to cover the issue. Today I checked again to ensure that everything cleared and I noticed three additional charges which include a {$20.00} service charge, a {$30.00} service charge and yet another {$35.00} overdraft fee which now makes my account negative {$85.00} dollars. I should not have been charged yet another {$35.00} overdraft because they continue to take out " service fees ''. My husband called to complain and close the account immediately and they stated that it could not be closed until the account is positive and additional overdraft fees will continue each day that it is negative. The employee was also not able to explain what the {$30.00} service fee was for and insisted that it was an additional overdraft fee, which it was not. I made the account positive yesterday, additional fees should never have been posted in such a manner. I have XXXX young boys that I need to feed and the bank is taking the money I need for them to pay fees that should not have occurred in the first place. I think it is absolutely unacceptable to charge fees in this manner.
|
| 03/14/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
after giving me the run around for a couple of years I was able to get citizens bank to refinance my loan I have had with them for 11 years at 6.74 % they sent me a package with things they would need from me to close loan, XXXX thing was 30 days worth of check stubs.i imformed them that I had XXXX 2016 stubs and I have been on workmans comp since XXXX XXXX, 2016 for an XXXX that I exacerbated working. after i told them that they told me that they would not be able to refinance my mortgage because i was on XXXX i imformed them that me working does not pay the monthly mortgage on house in question. i was told it had to do with debt to income ratio, i imformed them with a refinance that would lower my debt to ratio from paying them {$260.00} a month with a refinance my payment would only be {$120.00} a month. also they doubled up my debts and listed them twice on application as to make it look like i had more debt than i did. they also failed to count income on a house i own outright, as well as having me pay taxes and insurance on houses that they know or should know are escrowed with monthly payments i have on those houses, in essence they had me paying XXXX taxes and XXXX insurances which in turn effected my income to debt ratio. the way i see it they will use any and everything to keep me from paying a lower rate on this mortgage and i think that is very wrong. basically more money in the banks pocket. also they wanted me to pay for appraisal fee out of my own pocket while they pick the appraisal company this seems like they are setting me up for a lowball appraisal that way they can deny me because appraisal came in to low. all houses so far that i have refinanced the appraisal fee was written into loan with other closing cost. i thought turning people down because they are XXXX was against the law
|
| 10/30/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
It will be a year in two months this account has been frozen. No one has reached out or return phone calls.
On XXXX I spoke with a unknown woman from Citizens Bank. She stated that my Business checking account with " XXXX XXXX XXXX XXXX XXXXXXXX XXXX " was on hold because my business address didn't match, she also stated that my license number didn't go to anyone, she questioned me about why i get my license in XXXX of XXXX. She also stated my ssn wasn't registered to a person. This unknown woman stated once I went to the bank to fix errors she would release my funds. Once i went to the bank I filled out a w-9 form, I gave the banker a copy of my drivers license and ssc. The banker brought to my attention that the first 3 numbers were different in the system than what was showing on my ssc ( updated ) Human error. Also he ran my drivers license number and it came back valid. I don't understand why this unknown woman lied and said my license weren't valid. I contacted the unknown woman back. The text messages are attached. Please look at attchments. This woman lied to me she did'nt release my funds like she told me she would. I've been trying to reach out to unknown woman she will not return my phone calls or text messages now. I sent this person personal information via text message I'm not even sure if this is legit at this point. All I want to know is wny my account on hold and why am i being investigated. I feel this is XXXX profile for the fact this unknown person stated she doesnt understand my bank activity. ( This is my bank account therefore my banking activity has nothing to do with anyone as long as i'm not commiting fraud. ) My company did a background check on the iphone cell phone XXXX. The background check shows a XXXX XXXX or XXXX XXXX as the owner. Email address XXXX XXXX XXXX XXXX
|
| 12/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
|
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I received an email from I received an email from Citizens Bank on XX/XX/23 stating that my real estate taxes to XXXX XXXX XXXX were paid from my escrow account. The email stated that the transaction was processed on XX/XX/23 in the amount of {$1800.00}.
After researching why the taxes were still showing due, I located on my Citizens Bank online account the address to where the payment of taxes was sent. The address that Citizens Bank sent my tax payment is incorrect. Specifically, the zip code is incorrect.
I subsequently contacted the mortgage department at Citizens Bank that XXXX real estate tax payments. I explained to them the error and I was advised that they would research the matter and that I should check back on XX/XX/XXXX for an update. The representative went on to say that I could also make the payment myself. I was flabbergasted with this advice as I have my taxes paid through escrow. This basically would mean XXXX paying twice because of Citizens error.
In addition, the tax bill from XXXX XXXX XXXX is sent out by XX/XX/XXXX and due on XX/XX/XXXX. I also mentioned this to the representative and I was told that this is common practice. Ive had many mortgages with major banks such as XXXX XXXX XXXX and XXXX, and they always paid my taxes when they were due, and not after the due date. Therefore, I doubt that this is common practice and I question the legality of this practice by Citizens.
As of this writing, my taxes with XXXX XXXX XXXX are still showing due. Im requesting that the following be done by Citizens : 1. Correct the zip code error and reissue tax payment forthwith as taxes will be delinquent on XX/XX/XXXX.
XXXX. Allow me in the future to pay the real estate taxes myself and not have them escrowed. And adjust my mortgage payment to reflect not having taxes escrowed.
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| 08/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
Older American, Servicemember |
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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.
|
| 11/27/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
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Web |
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On XX/XX/XXXX I submitted complaint # XXXX against Citizens Bank regarding late fees and interest added onto my HELOC account ending in XXXX. Your agency ruled against my complaint and on XX/XX/XXXX I submitted check # XXXX in the amount of {$33.00} to pay all alleged past due amounts and fees in full, which was cashed XX/XX/XXXX ( see Exhibits 1 and 2 ). This check and the attached stub clearly stated that the payment was for fees and late charges. My payment for XX/XX/XXXX, due on XX/XX/XXXX and cashed XX/XX/XXXX was on time and before the due date ( see Exhibit 3 ) My next statement for my payment due on XX/XX/XXXX, states that I owe {$3.00} in late fees ( see Exhibit 3 ). On XX/XX/XXXX I spoke with XXXX XXXX who called me re : my request to remove my name from any future marketing or promotional materials as I do not wish to do business with them in the future. I told XXXX that I had paid all of the contested fees and charges in full on XX/XX/XXXX and requested that Citizens remove the newest late fee. She said she would call me the following week to follow up but never did. Today I received the attached letter ( Exhibit 4 ) which denies my request to remove the late fee and did not apply the XX/XX/XXXX payment to the late/overdue fees although I attached the XX/XX/XXXX statement and payment explanation to the payment contained in check # XXXX.
I feel that these continued late fees are punitive and uncalled for. Citizens had no right to attach these fees in the first place without confirming the alleged bankruptcy, of which I had no part, and furthermore should be billing my ex-husband for the total outstanding balance as decided in our divorce decree of XX/XX/XXXX and which I have forwarded to them ( see Exhibit 5 ).
Thank you for your attention in resolving this ongoing matter.
XXXX XXXX
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| 05/04/2017 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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On XXXX XXXX , XXXX at XXXX XXXX . EST, I contacted Citizens B ank regarding my inability to pay my loan for a XXXX XXXX XXXX . The payment is due on the XXXX of the month. I was told by a representative of the bank that their systems were being revised and that they would be not be able to process a payment until this week. I was also told that our automatic payment system would be revised on XXXX XXXX , XXXX . I was given a reference number : XXXX , and told that fees for a telephone payment would be waived. With this information, I assumed that the payment would be deducted on XXXX XXXX . It was not. I contacted Citizens Bank today, and I was told that they did not have any record of the conversation and that the reference numbe r I submitted did not substantiate anything. I was further told that the fee would be waived, as the website was still not working ( more on that ). After being transferred to a supervisor, I was told that the website does work and was given instruction oh how to use the website as four additional numerals are required in addition to my account number. I then asked about forced interested that I had to pay as a result of the computer problems. The supervisor said I was too stupid to use the website correctly. I ended the call shortly thereafter. I am unaware and have no confidence that the telephone payment fee will be waived, that automatic debit payments will occur, and lost interest that I was forced to pay to this company will be returned. This company claims the following information to be true : Citizens Bank is a brand name of Citizens Bank, N.A . ( NMLS ID # XXXX ) and Citizens Bank of Pen nsylvania ( NMLS ID # XXXX ). Citizens Bank corporate headquarters : XXXX XXXX XXXX , XXXX , RI XXXX
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| 11/01/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/XXXX I systematically send ( I send this via ACH from another bank ) my loan payment into my checking account at Citizens. I have done this for about a year. Then Citizens bank automatically debits my checking account for the loan payment amount. Instead of depositing my ACH loan payment into my checking they applied the payment as an additional principal loan payment in my loan account. This is a completely different account and was not as instructed in sending my payment. When the actual payment was due they debited my checking account that did not have sufficient funds to cover the payment as they incorrectly deposited the funds in the wrong account thus creating a deficiency in the checking account. On the loan payment due date they attempted to withdraw the loan payment and apply the payment against the loan. Since the funds were not available they reversed the loan payment and are saying I missed this months payment. I called an explained, the rep admitted their mistake but stated they could not reverse their error. I demanded this be escalated and corrected as this will negatively impact by credit. I received one email on XX/XX/XXXX at XXXXXXXX XXXX from XXXX ( office of the chairman ) stating they tried to contact me. I called XXXX the call went directly to voice mail were I left a message asking them to call me. I also sent an email on XX/XX/XXXX at XXXXXXXX XXXX asking for them to call me back. I never received a call so I send a follow up email on XX/XX/XXXX at XXXXXXXX XXXX still not hearing from anyone I sent another email on XX/XX/XXXX expressing my concern and again no response. I send a final email on XX/XX/XXXX at XXXXXXXX XXXX stating I can contacting CFPB filing a complaint. I still have not received any correspondence. The case number for this at Citizens is ID # XXXX.
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| 03/08/2022 |
Yes |
|
- Trouble during payment process
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|
Web |
Servicemember |
|
Citizens Bank has missaplied my mortgage payments several times. They applied several partial payments to principal rather than to suspended funds. I did not instruct that any of the payments were to be applied toward principal. I began sending 50 % of my mortgage payment bi- weekly in XX/XX/XXXX. In XXXX I recieved 2 of the payments back and was informed the bank does not accept partial payments. However, every payment up to that point had been, accepted and I discovered many of them were missaplied. I have called several times since the end of XX/XX/XXXX to have this corrected. It is now XX/XX/XXXX. Each time, after many call re-routes, disconnections, and much time on hold, I was informed the information was noted, the issue is being worked on, and I would recieve a call back within a week. I have never recieved a call back. Currently my account shows the current payment due as XX/XX/XXXX, although, I have sent payments that should have been applied as mortgage payments, which would cover XXXX and XXXX. I was told during my first phone call that a hold would be put on reporting to the credit bureau until XX/XX/XXXX. The issue should have been resolved by then. The issue still is not resolved, and Citizens has reported my payment as late, causing my credit score to decrease drastically. My fist payment in the amount of {$3300.00} was due XX/XX/XXXX. The following payments have been sent through XXXX XXXX XXXX XXXX bill pay service and accepted by Citizens Bank since our closing date : {$1600.00} on XX/XX/XXXX, {$3300.00} on XX/XX/XXXX, {$1600.00} on XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XX/XX/XXXX, {$3300.00} on XX/XX/XXXX. The following are dates that I have called Citizens Bank in attempt to correct this issue. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XX/XX/XXXX.
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| 08/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
Servicemember |
|
CITIZENS BANK - Continues to steel consumer money and trying to get away with sticking me the consumer with a collection agencies fine for an accounting error that they causes. This is related to CFPB complain - XXXX-XXXX that was closed without proper resolution.
The letter we received from Citizens does not contain the correct account of what happened and we are still missing money. In XX/XX/XXXX, XXXX was paid out from our escrow account to the school district. The school district never received that payment and therefore we were turned into a collection agency. On XX/XX/XXXX, a personal check was sent to the collection agency for the amount of XXXX, which was XXXX in face tax and XXXX in penalties, costs, and commissions. That is XXXX of extra fees that never should have incurred because the original amount of XXXX was lost either by the school district or Citizens. On XX/XX/XXXX, we received a refund from Citizens in the amount of XXXX, with no explanation to why this wasn't covering the full amount we paid in XX/XX/XXXX of XXXX. I did not receive a letter from citizens until today XX/XX/XXXX in the mail, which has incorrect information as I stated above. We are missing XXXX in reimbursement from the personal check we sent in XX/XX/XXXX. In addition, we need to be refunded XXXX for the penalties that we paid for late taxes because either Citizens or the school district lost the original payment. Citizens customer service on this matter have been sorely lacking. We have been dealing with this issue since XX/XX/XXXX and everytime we spoke to someone, we were told XXXX thing only for citizens to do something else. We should have never had to pay the tax collection agency as we had been in contact with citizens for the prior 2 months, trying to explain that we had a bill.
Documents attached.
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| 04/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Fees or interest
- Problem with fees
|
|
Web |
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I was told by XXXX that all my accounts including my credit card accounts would be transferred to Citizens Bank by XXXX XXXX.
I have already made a complaint against Citizens about another issue. It seems that Citizens takes liberties they are not entitled to so they can charge extra interest, among other things. In this new example, it seems that Citizens Bank changes the date that a payment is due. I did not get any alerts about this nor did I receive any statement.
For the month of XXXX I was under the impression that a payment was due on XX/XX/XXXX. The previous month I made my payment on XX/XX/XXXX, and had no penalties imposed on me.
For the month of XXXX I made my payment on XX/XX/XXXX since the XXXX was on a Sunday. I did speak to a Citizens customer service agent on XX/XX/XXXX who told me I may be charged a late fee but once the account is updated I should call Citizens and they would reverse the late fee.
Today I was reading my new statement dated XX/XX/XXXX and I did not notice a late fee but instead I noticed that I was charged more interest for the month, then for the previous month, over {$25.00}. I called Citizens and was told they could do nothing about it.
In other words while there was no late fee on my statement, Citizens charged me more interest. The customer service agent claimed that my payment was not processed until XX/XX/XXXX and therefore I was charged interest. When I asked why I wasnt charged a late fee he had no answer.
I am attaching two statements from Citizens, one for XXXX, XXXX ; the other for XXXX, XXXX and there are no late payments indicated but notice my interest payment has increased.
Please tell Citizens to reverse this extra interest charge. On XX/XX/XXXX, my interest charge was {$170.00}, but for XXXX, it was XXXX.
This is no way to do business.
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| 07/29/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
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Web |
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I have a Circle Gold account at Citizens bank. This is their product that provides " free checking by keeping a monthly combined balance above {$20000.00}. Eligible balances include most deposit, loan and investment account ''. Since I have my mortgage with Citizens I have qualified for free checking on all my associated checking accounts.
In XXXX of 2014, I noticed a service charge for 5 months ( {$100.00} ) on one of my accounts. I went into the branch and was told that the bank had just updated to a new system and that they were finding glitches. They refunded the {$100.00}. I asked that they please make sure all my other accounts were not being charged.
One of the checking accounts associated with this Circle Gold account is my XXXX daughter. She came home this summer and asked what the {$20.00} fee on her checking account was. After investigating I discovered that she had been charged a {$20.00} service fee from XXXX 2014 to the present month ; XXXX 2015 a total of {$360.00}. I called the bank and they told me that I only had 90 days to dispute a charge, and would waive that for an additional month 'because " I was a good customer '' and refund {$80.00} of those fees.
After some discussion with the branch office in XXXX, MA, I was directed to the Regional Manager of Citizens Bank ; XXXX XXXX who explained that my " contract '' said I had 90 days to dispute a change and there was nothing he could do about it.
I signed up for FREE checking - my accounts have been eligible for FREE checking during this entire time. What part of my " contract '' with XXXX is enforceable - the one that I get free checking? Or the one were I have 90 days to dispute a charge even if the charge was a bank charge that should not have ever been applied AND was applied due to an admitted fault in their system?
|
| 06/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
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Citizens Bank sent me a new debit card for my checking account indicating there was an issue with the card. They never identified the issue but I am assuming it was a security breach. I received the card and activated it but it did not work. I went to the branch in XXXX XXXX XXXX on XXXX XXXX to get this remedied. They claimed to have fixed the problem and I gave the card to my husband to leave town for XXXX with my children. He got to XXXX and the card did not work. HE HAD NO ACCESS TO OUR MONEY. I called the XXXX number XXXX XXXX and spent 30 minutes on the phone and was told the issue was fixed. He again tried to use the card and it did not work. I called the XXXX number on XXXX XXXX and spent 1 hour on the phone to get the issue remedied and was again told they had fixed it. My husband tried the card again and the again the card did not work. I called the XXXX number again on XXXX XXXX and spent another hour on the phone and was told they were sending me a new card by overnight mail. At this point my husband had to borrow money from a friend because he could not access our account that had over {$40000.00} in it. It is now Tuesday, XXXX XXXX and the card has not arrived despite assurances that I would have the card by Friday XXXX XXXX. I am again speaking to Customer Service and they are telling me the card has not been SENT!!! I am incredulous and can not believe that I do not have the card. I am now being told that their own fraud department continues to stop the card from being sent to me. The card was placed on fraud hold 4 times last week despite my calling each time and giving them every bit of information asked for. They can not explain why there fraud keeps stopping the card. This is an absolute abomination. I still have no card and no assurance that I will get a card anytime soon.
|
| 06/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage company paid my property taxes.
I do not escrow for taxes or insurance.
During COVID, the tax office was nonresponsive in my attempts to remove my homestead exemption to pay the full tax rate and move my homestead to my primary residence. During that time, my mortgage company paid the tax bill and sent a letter stating it was paid. I called the same day I received the letter and explained the cause, paid the taxes to the mortgage company in full over the phone. They were trying to collect ecrows and escrow overages for taxes. The gentleman i spoke to assured me the payment would allow the to " fix '' the account before my next payment was due.
This did not happen for 3 months. I called a significant number of times and wrote to them through their electronic messaging system. Each time they gave me non-answers, would NOT accept my payment and kept saying it was in review. They would not accept my payment until I received the last response stating they realized they only charged me for the taxes without the penalties. I had no way of knowing what they needed me to pay without calling and they appeared to have overlooked penalties. I paid the penalty amount to them that same day and they took a few weeks to update my account, then they were able to accept my payments - 3 months payments. I'm furious as to how this could happen.
In the days of COVID, where people could place their mortgage on deferment- I didnt- I was making my payments. I dont understand why they couldnt have place some kind of hold on my account until they fixed it, if they were not willing to accept my payment.
After numerous attempts to get them to address this- my credit report still shows I was late 3 months in a row.
I need assistance please. I dont feel it's fair to have been forced into this situation.
|
| 02/21/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
- UNITED STATES MINOR OUTLYING ISLANDS
- 48127
|
Web |
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Hi My Name is XXXX XXXX, I have a checking account with Citizens Bank ends in XXXX, I had submitted payments for my county taxes, XXXX energy payments, phone bills, internet bills, utility bills, all payments were rejected by the bank for no valid reason, when i went to the bank i was informed that there is a freeze on my account, I'm not a party to any pending legal lawsuit, I'm not a party to any garnishment or forfeiture, the bank manager at the XXXX XXXX XXXX refused to disclose any information to me, treating me like a criminal for no reason other than being arabic and a female simple and clear.she said she said she would need my lawyer so she can tell him whats going on.
The next day i went to the branch with an attorney, to make it short, the bank still declined to release info other than a phone # to call.
the lawyer told me he cant do anything other than suing the bank because what they are doing is completely illegal, so he advise me to try to report this to CFPB to see if they can help resolve this issue because it is a mere violation of anyone rights.
I would like this incident to be investigated, i want copies of any documents in teh bank possession in reference to this matter, I wont release the bank from any liability and damages that occurred to me as a result of their irresponsible action, the bank has a duty to investigate any allegation, and can only act upon an order from the court, which appears to be NO VALID court order to do what the bank did.
P.S NOTE : I reserve all my right to file separate civil action against Citizens Bank, for breach of duty, violation of FCRA, Discrimination based on religion and ethnicity, and intentional infliction of emotional distress.
Unfortunately I have NO DOCUMENTS to attach since the BANK REFUSED to give me any piece of paper.
|
| 09/01/2015 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
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Citizens Bank XXXX Headquarters : XXXX Citizens XXXX, XXXX, RI. ) continues to cheat customers by not correcting electronic mistakes. The {$34.00} XXXX they have to pay for shortchanging customers is apparently not enough of an incentive to clean up their act. I made an online transfer from my Citizens Bank checking account to my Citizens Bank XXXX ; the online transfer was scheduled for XXXX XXXX, 2015. Due to technology issues with their vendor that occurred the evening of XXXX XXXX to XXXX XXXX, this transfer failed. When I logged into my online Citizens Bank account to pay a bill, I noticed a " transfer failed alert '' in the Alerts Center XXXX see attached documents ). I rescheduled the payment transfer to take place immediately, which was then past due on account of circumstances out of my control XXXX technology failure at Citizens Bank 's end ).
I assumed that I would not be charged late fees and interest for the late payment. I was wrong. I opened my billing statement to XXXX I was being charged a {$25.00} late fee, as well as interest of approximately {$60.00}. I find it odd and disturbing that they sent me an immediate alert that my payment transfer from my Citizens Bank checking account to their Citizens Bank credit card failed to go through, yet no alert indicating I would not be charged a late fee and would not be responsible for interest charges. They were aware that my payment failed to process due to a technology issue at their end ; therefore they should have also been aware the late payment would result in erroneous interest charges and fees at my end, yet they failed to communicate this to me. I had to make a phone call to Citizens and was kept on the phone for XXXX minutes waiting for this issue to be resolved. It was finally resolved, but only because I caught the error.
|
| 11/22/2017 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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I received a letter from the law firm of XXXX, XXXX, and XXXX, XXXX today XXXX/XXXX/XXXX.
I called them and told them I would love to repay the citizens bank student loan and was doing so to another law firm XXXX made small monthly payments until I pass my board exam and able to have a job and pay the entire amount ) but what has happened is my phone broke and I missed a payment because I couldnt locate the loan info for the previous law firm and my account got transferred from the previous law firm to them. I told XXXX, XXXX, and XXXX that I can not pay the entire {$14000.00} because I am a still a XXXX a full time mom to XXXX XXXX now, I just had a XXXX XXXX XXXX XXXX I told them I needed assistance in repayment where the paralegal speaking to me didnt want to hear anything I had say instead was very rude and mentioned over and over that he is citizens banks lawyers not mine and hes not concerned with my difficulties and I had no options for repayment except to pay the entire amount. I was baffled and confused by the rude tone and arrogance of this person, he kept saying we are moving forward in court to intimadate me and I called my lawyer where I was made aware than that kind of communication coming from the law firm of XXXX, XXXX, and XXXX was absolutely unacceptable. Also the information about my loan was inaccurate and when I asked about my loan balance it was also incorrect and it seems like they are charging me extra. Not only was this law firms representative extremely unknowledgeable about the loan, but rude and arrogant and proceeded with harassing me by threatening to move forward and get my co signer involved and more. I request that this law firm company no longer contacts me and takes courses on communication, customer service, and stops giving out inaccurate information.
|
| 08/14/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Credit monitoring or identity theft protection services
- Billing dispute for services
|
|
Web |
|
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I got a copy of my credit report from XXXX but first from XXXX and I saw that Citizens Bank reported me for being late in XXXX of XXXX but at the inception of it, I gave them permission to take directly out of my checking account which I see on my statements. The money is taken out MONTHLY. Also, I pay several times a month to pay it down but I never, since I got the HELOC, what the balance is?! If the bank made an error and There are also gaps and reporting that I did not pay for months when, as aforementioned, they auto-withdraw every month except this monthXXXX as I do NOT trust Citizen 's Bank. Frankly, I do not even understand why they are listed at all as negative on my credit bureau but it IS APPARENT THAT THE BANK MARKED ME LATE?! A deducted it on the XXXX day -- why is it on and affecting MY credit score which contributes to bad risk on my car insurance, high-interest rate on my car payments, etc I tried several times since XXXX to see my account but if I say ( upon either going into a branch or by phone that I want to see my balance ), it seems illegal or unjust the people just say nothing but that is it ...? At one point, I was transferred to the HELOC Department and was told that there is NO RECORD OF ME EVEN HAVING An HELOC?!?! Also, a Senior bank rep, XXXX at the XXXX XXXX XXXX branch, called that department because, through U.S. Postal Service, I got a letter stating that for some reason it is closed and when XXXX called and was given a reason, he would not tell me???? That is peculiar ... I do not ( as of this date ) see neither my checking or HELOC and no correspondence so where or to who is the money going to and why am I blocked from seeing on my end what is going on with my money but the rep, XXXX has since been transferred out of that branch on XXXX XXXX. Please help.
|
| 05/10/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
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When I moved from XXXX in XXXX 2015, I set up mail forwarding with USPS. As part of that service I got to select coupons from various companies. I selected XXXX from Citizens Bank which promised to pay me {$200.00} for opening a new account provided I make a certain number of deposits or debit card purchases within a certain time frame. I printed the coupon from USPS and brought it to Citizens Bank when I opened my account. I met the required deposit/debit card terms & waited for the money to be deposited.
In XXXX 2015 I became concerned that the {$200.00} had not been deposited into my account. I contacted my local branch, and they attempted to help me. Over the course of several months I was passed around to a few different contacts at XXXX local branches ( XXXX teller and XXXX managers ). The final manager I worked with had been speaking to " someone '' in the " back office ''. He would not or could not tell me the name of the person he was speaking with in the " department that deals with offers like this ''.
I provided the e-mail from USPS confirming this offer was made to me, but Citizens Bank claims they can not " verify my eligibility '' unless I can provide them with the specific coupon code on the coupon I already gave to them ( at the time I opened the account ). The e-mail I provided has a link to print the coupon ( which I did at the time I opened the account ) but now that so much time has passed the link is dead. I did not keep a copy of the coupon, and they will not accept the USPS e-mail confirming the offer was made to me, as proof the offer was made to me. I believe Citizens Bank used this coupon to gain my business with the intention of using any excuse it can to avoid paying the {$200.00}, despite the fact that I met all the terms to be eligible for the money.
|
| 04/02/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Late or other fees
|
|
Web |
|
|
XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau ( CFPB ) Letter This is a follow-up complaint to a complaint I filed on XX/XX/XXXX. Complaint ID XXXX.
My original complaint was filed 6 weeks after the first fraud incident.
It has now been 12 weeks since the first fraud incident ( 90 days ) and there have been no updates on the status of the investigation or indication on whether I will get my money back from the two fraud claims that I filed in XX/XX/XXXX. I have received a call from Citizens Bank from the Office of the President after filing my original CFPB complaint, and have also received letters from the bank dated XX/XX/XXXX, but only to let me know that the bank is still working on the issue. I have not been offered provisionary credit or a timeline as to when I will be credited my money bank.
As I have been patiently waiting, I have endured several mistakes by the bank. The first incident I reported in my previous complaint letter, stating that the Collections Department moved money from my savings account to my checking account without my permission to true up a negative balance. The second incident occurred as a service charge for not using the checking account that had been affected by fraud and closed ( XX/XX/XXXX ). The bank also made an error when I closed the account immediately after the first fraud incident, only to have another fraudulent check written and cashed from my closed account ( it had not been put in credit only status.
I am filing this second complaint with CFPB to demonstrate the banks negligence on the issue through the entire investigation and the numerous errors that have been made in the process. After 90 days, I still have no answers as to if or when I will receive the money that I am owed after being a victim of fraud.
XXXX XXXX
|
| 09/06/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Can't close your account
|
|
Web |
Older American |
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I have a traditional IRA account with a local bank. I have been trying for several months to transfer the account to an IRA account at another bank. I have filled out all the required forms and sent to the new bank. The new bank forwarded the forms to the bank holding my account and NOTHING happens. The new bank keeps telling me that they are waiting for " the check ''. They advise me to call my bank to expedite the process. I did that and am told that the transfer is " on hold '' because information is missing. Next it was a " medallion signature guaranty '' that was missing. I get that done. The new bank sent in the forms again. Again no response. I call again and was told the forms had not been received, and what address they had been sent to. I confirmed the address [ the one on my account statement ] only to be told that that is not the right address. [ the previous - rejected - forms had been received at that very address ] Meanwhile, the local branch - I have a checking account there - can not help because " they are a separate company from the XXXX XXXX and are not related ''. I tried to contact the " representative '' listed on my statement [ XX/XX/2018 ] - got a message that she does not work at the bank anymore.
I am XXXX years old, trying to make my life easier by consolidating my bank accounts. I have been a customer with this bank for many years and I find this experience horrifying! It's my money. They know me personally. All forms properly have been filled out and submitted. They have a verified signature. They keep putting obstacles in my way to keep my money in the account. What can I do to break this cycle .... or do I have to expect this to happen with all my " retirement accounts '' [ with some other other banks ] when I want to transfer or close an account???
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| 08/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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Web |
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I, XXXX XXXX, am a consumer pursuant to 15 USC 1692a ( 3 ), 12 CFR 1006.2 ( e ), 12 CFR 1026.2 ( a ) ( 11 ) and 16 CFR 433.1 ( b ).
////CITIZENS ONE AUTO FINANCE is CONSUMER REPORTING AGENCY pursuant to 15 USC 1681a ( f ) ( p ).
This is a dispute pursuant to 15 USC 1692g/// CITIZENS ONE AUTO FINANCE violated the FCRA for furnishing and reporting negative information on my consumer report that is inconsistent with the Permissible Purpose under the FCRA 15 USC 1681b. /// CITIZENS ONE AUTO FINANCE violated my consumer right to privacy which is a violation of 15 USC 1681 ( a ) ( 4 ) //// CITIZENS ONE AUTO FINANCE reported some negative transaction information, in violation of 15 USC 1681a ( 2 ) ( A ) ( i ), which clearly states that the consumer report does not include any report containing information to as transaction or experiences between the consumer and CITIZENS ONE AUTO FINANCE ./// CITIZENS ONE AUTO FINANCE also violated 15 USC 1681b ( a ) ( 2 ) for furnishing the negative information in my consumer report without my written consent.
///// CITIZENS ONE AUTO FINANCE also violated 15 USC 1681s-2 ( 7 ) ( A ) ( i ) and 2 ( 7 ) ( B ) for failure to send me a NOTICE OF NEGATIVE INFORMATION as mandated by the FCRA.
I'm being denied credit and jobs opportunity due to CITIZENS ONE AUTO FINANCE non-compliance and violation of the FCRA /////I DEMAND the complete removal of the CITIZENS ONE AUTO FINANCE account including and not limited to any NEGATIVE REMARKS furnished by CITIZENS ONE AUTO FINANCE/// NOTICE IS GIVEN : In the event CITIZENS ONE AUTO FINANCE failed to comply with the FCRA , this complaint will be used as exhibit in any future federal complaint in Federal Court for the above referenced violations of the FCRA. And this account with be reported to the IRS for proper audit.
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| 04/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
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- Identity theft protection or other monitoring services
- Problem with product or service terms changing
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Web |
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XX/XX/XXXX someone stole my husband identity, his name is XXXX XXXX. Taking out multiple loans online for electronics. These loans included XXXX different companies, XXXX out of the XXXX were great. We had a police report, our local police investigation the issue. We were able to provide paperwork and documentation of the fraud and resolve the issue. However, the third company is XXXX Bank and they have been HORRIBLE! We have called and called and called and are always told ; we do not have many staff in the fraud department and no one is here to speak to you. We were give a fraud like we could call and leave a voicemail with no response EVER! We finally in XX/XX/XXXX to at least email us the fraud paperwork we needed to fill out and submitted it. Just to continue calling and getting the same line but no information. In XX/XX/XXXX some finally confirmed for me they received our paperwork and we should receive an email my the end of the month with instructions on what they needed from us. Well we never got that email. The fraud line now no longer even takes voicemail, its just hangs up on you. They recently gave me an email address which again no response. I have offered multiple times to send our police report in and they just tell me someone from fraud will have to talk to me. At one point we were making payments on this loan to ensure it did not hit our credit, they are stopped taking our payments and our online account no longer shows a balance but I can not get ANYONE to speak to me about the claim. Is it resolved? I am literally in tears over this. I have no where to turn. I ask to speak to a XXXX or someone higher up and they just tell me there is no one for you to speak to. I am sorry. The emotional stress this has caused my family and I is in describable. Please help me.
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| 04/12/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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I returned to the country in XX/XX/XXXX for the first time since I left in XXXX during XXXX, and I was surprised to find out my XXXX accounts had been transferred to Citizens Bank. I took immediate action on XX/XX/XXXX to regain access to my accounts with Citizens Bank but was surprised to find out there had been several monthly service fee charged to my account since XX/XX/XXXX, at a total of {$100.00} deducted from my checking account and a total of {$9.00} deducted from my savings account over time. I contacted the customer service on XX/XX/XXXX to complain about the fees and to explain the situation and tried to resolve this issue, but the customer representatives ( both XXXX XXXX XXXX, Customer Representative and XXXX XXXX P., XXXX XXXX Customer Service ) told me that they were only authorized to return {$32.00} and {$9.00} to my checking and savings account individually. I expressed my strong dissatisfaction but the representatives couldn't help further.
From my perspective, I have never agreed to the transfer of the accounts from XXXX to Citizens Bank. I found the service fees charged to myself extremely unfair since these fees would not have existed in my original XXXX account ( Both account had balances meeting XXXX 's minimum requirements to avoid fees ) Transferring my accounts without my permission and deducting fees from my accounts that were not pre-existed in my original accounts is considered unauthorized conversion of my property. Moreover, due to the extreme situation of the pandemic, I could not have been informed of this change timely. As of the time I'm writing this complaint, there are still {$68.00} of my account balance not being returned to my accounts. I would like to claim my rights with this complaint and stop similar practices from happening again.
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| 11/28/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Personal line of credit
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- Problem when making payments
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Web |
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Date of the transaction. XX/XX/2023 The amount of money you paid the business? So far I have paid them XXXX in installments What the business committed to provide you? They had committed to provide me with video footage of anyone, or everyone breaking into my room.
What the nature of the dispute is. The nature of the dispute is that they have not provided the service I needed, especially whenever I found that important items were missing from my room, and that someone must have broken in. The cameras were always down when there were break-ins. The company itself would log me out, and block my online account from viewing the events that happened in my room.
When I log into the XXXX application or website, I am not given access to anything else except 2 factor authentication, which I did, but nothing more than that has been accessible, no footages, no monitoring, nothing. I am made to pay an extra {$27.00} for just logging in, which is unfair. I need a refund of XXXX and cancelation of their service by the company itself.
Whether or not the business has tried to resolve the problem. The business has failed to resolve the problem. When I reported, they would then make me go through another login process and failed to retrieve the footages of the days when I had a burglary or break in. They sent somebody to just come and look at the camera and did not resolve the real issue of failure to provide me with footages of the days when I had a burglary or break in.
Account or order tracking number. There are two accounts. They are collecting money from both of these accounts, citizens bank line of credit and XXXX XXXX XXXX If the issue involves advertising, where and when the ad was seen or heard. It was an ad that popped up on my screen when I looked up security cameras on XXXX
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| 11/08/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Older American |
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We already had a previous case from the CFPB ( XXXX ) that says it was closed on XX/XX/XXXX but we had no idea it had been closed because as of now we are still trying to get our money back.
Citizens Bank allowed several fraud transactions back in XXXX of XXXX on our account and we have tried in good faith to get our money back and have gotten most ( {$15000.00} ) but are still waiting on over {$1000.00} a year later.
We heard from Citizens as recently as XX/XX/XXXX when the fourth person they put on our case called and left a message saying she would call when she knew something. The others would call and leave a message and when we returned the call it always went to voice mail except with XXXX person, who was quickly taken off the case.
The last phone call I received was on XX/XX/XXXX from a woman named " XXXX ''. We called her back on XXXX, and XX/XX/XXXX and again on XXXX but she has not returned our calls.
This new complaint stems from checks cashed on our business account with someone else 's name on the check and someone else 's signature that were wrongly cashed by the bank. For one of the checks they are saying we will not get reimbursed because we waited over 30 days to make the complaint. This was a check written by a nursing home, which is far from what our business is, in a different state, with different, non-authorized signatures. The bank cashed it and we reported it well within the 30 day window, in person, at the branch. We have the bank representative as our witness, and we are her witness that she reported it over the phone as is their policy while we were there on XX/XX/XXXX of XXXX. The person we spoke with at the branch has been very helpful and does not understand what the problem is either. They have yet to reimburse us for 3 of the many checks.
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| 10/16/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
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I am responding back to the Citizen XXXX response. After I made my complaint with CFPB XX/XX/XXXX. XXXX from Citizen XXXX called me on XX/XX/XXXX at XXXX XXXX She stated she would invesigate and call me back. XXXX never called me back. I just received a response letter post dated XX/XX/XXXX. I paid {$25.00} less on my first payment because I was tild to do so by a Citizen XXXX representative on the first call. I was given a credit by XXXX 's company for XXXX Monday the day I purchased the television. I also had returened a pair if earrings to XXXX 's during the first 30 days of finally receiving them to my home. I have asked for an investigation since XX/XX/XXXX and obviously have been brushed to the side. I have requested apayoff to prevent continuous interest buildup. The procrastination of the Citizen XXXX representatives is causing me interst. The same interst that that XXXX the representative is saying I owe. This is my third complaint about Citizen XXXX. I requested an investigation of the calls made to the company on XXXX XX/XX/XXXX. I spoke with a representative about my payments were beyond the payment installment schedule. That representative told me that there would be one more payment coming out of my bank in XX/XX/XXXX ( a television from XXXX 'S department store ). I requested to make the payment & pay the television off during the XX/XX/XXXX conversation. I was told by the said representative that two accounts were listed, I said I was about to finish an installment for the television & had just purchased a laptop. There were two interest rates & it was being charged for the higher interest rate instead of separate purchases. The previous supervisors that I spoke to on XX/XX/XXXX ( XXXX ) saw this as well. She stated she would call back and never did as well.
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| 10/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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This is a follow-up to a complaint filed in XXXX, 2022, Case Number : XXXX ) for Loan No. : XXXX. Although Citizens Bank did respond by recapturing the steps in this case from XXXX through XX/XX/2022, when the loan modification was finally approved, the letter did not discuss what steps, if any, would be taken to remove the delinquent information from my credit report. The attached documentation discusses the reasons why I believe the negative reporting was totally unjustified, as I was told that customers would not be penalized pending a loan modification, and to continue making the monthly payments. I also received letters stating only the balloon payment will be accepted.
Not one delinquency letter stated I had to make the balloon payment in the amount of {$85000.00} or this loan would be considered delinquent. It was stated in the XX/XX/XXXX letter that the total amount would be due on XX/XX/XXXX unless alternative arrangements had been made -- which I did by applying for a loan modification. The foreclosure letter dated XX/XX/XXXX, stated I needed to send {$1500.00} to cover XXXX and XXXX 's payment by XX/XX/2022, to prevent foreclosure. Yet, my credit reports show I'm 120 days late paying this account for a total amount of {$3100.00} which represents {$770.00} for XXXX, XXXX, XXXX and XXXX -- -- -payments they did not accept. Why I should I be penalized for monthly payments I consistently tried to pay, but they could not accept? I was probably one of their best customers -- -never over 30 days late in 15 years. Why should they be allowed to ruin my credit when I complied with every request in a timely fashion. Unfortunately, it took almost 6 months for Citizens to receive a 3rd party valuation, that I even offered to get and pay for, but of course that was not allowed.
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| 04/05/2018 |
Yes |
- Debt collection
- I do not know
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- Written notification about debt
- Didn't receive notice of right to dispute
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Web |
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I spoke to Citizens Bank at Length about my account this week because it was paid past Thursday into Friday which is a banking business day and there is absolutely no reason for there to be a delay in receiving my settled in full notice so I can start new business accounts and start my payroll account with XXXX.
Citizens Bank alledges that the payment did not post until XX/XX/XXXX but when I spoke to XXXX XXXX XXXX manager at XXXX, SC he informed me that the matter was paid last week. There is no evidence otherwise. the reason I mention this is I believe that there may be a NY or SC collection law at state level that states a Settlement in Full or Payment in Full Letter must be mailed in a reasonable manner. I believe the legal definition of this matter was 15 days maximum, not business days, but calendar days. If the banks holds true to their 10 ( ten ) days holding time, the matter will not be resolved within the 15 days as prescribed. I have given the bank the email address of XXXX and I was told that this would be emailed to me when available. Not receiving this document stops me cold from the ability to open a business bank account which stops me from opening an account with XXXX and that stops me from hiring people.
There was a high level of harassment and unprofessional behavior during the call, to the point where phrases like, " you took our money and didn't pay it back '' which is an allegation of theft. Then the collection agent appologised and admitted her act. Harassment of this nature is a violation of Fair Debt Collections Act, or possibly state laws in NY, where the account was opened and closed. If no other fact, the behavior was not an accurate statement, as it was paid and all I am looking for is the documentation that is required to edit my XXXX report.
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| 11/30/2023 |
Yes |
- Checking or savings account
- Other banking product or service
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- Managing an account
- Cashing a check
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Web |
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My husband has visited the Citizens Bank located at XXXX XXXX XXXX XXXX NY XXXX and each time he visit hes meet with discrimination and differential treatment because of his skin color! My husband has his own accounts with Citizens Bank and he has been banking with them for over 18 years. I sent my husband to cash a check that I wrote to him from my account to pay the contractors working on our home and each and every time hes visited the branch hes told he cant cash the check without coming into the branch. Whenever I go to the branch to cash a check through drive thru I have no issues. I spoke to the manager XXXX and banker XXXX XXXX today and they both told me the tellers are allowed to pick and choose what checks they will cash and what amounts as long as its under XXXX. The Manager XXXX said it depends on the tellers mood. I explain that Ive cashed checks for same dollar amount through drive thru and never had issues. When my husband visits other citizens banks hes not meet with any nonsense or discrimination. The checks I write are personal from checking and has the same last name on the checks not to mentioned mt husband is a client he has his own accounts with Citizens Bank. Ive witness other people cash checks for similar amounts Ive written and they never seem to have a problem in drive thru at the XXXX location. The difference between them and my husband is skin color! That is clear! You cant say mood of tellers because there is no interaction face to face. Their clearly judging the same check written by me and comparing it to the driver license in front of them. How does that constitute as a mood. They could check my account and see that Ive written checks before to the person cashing which would also show a pattern. Therefore using fraud or suspicion is a lie.
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| 03/09/2020 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened up a savings and checking account with Citizens Bank that had a promotional bonus of {$600.00}, which they have not paid me, even though I have met the terms of the promotion. I clicked through a marketing landing page on their website. This was the link I clicked : https : XXXX XXXX XXXX XXXX. I will attach a PDF of the promotional landing page that I saved with the terms and link that I followed. I will also attach a screenshot of one of the pages of the application.
The terms : " To earn a {$300.00} bonus, open your first new personal checking account, excluding Student Checking, 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 account within 60 days of account opening. To earn a {$200.00} bonus, open your first new personal checking account ( excluding Student Checking ) AND open your first new personal savings account on the same date between XX/XX/XXXX and XX/XX/XXXX with a minimum of {$15000.00} not on deposit with Citizens Bank that remains on deposit until date stated in the table below. To earn the additional {$100.00} bonus, you must qualify for both the {$300.00} and {$200.00} bonuses noted above. '' XX/XX/XXXX : Open One Deposit Savings Account with initial deposit of {$15000.00}.
XX/XX/XXXX : Open One Deposit Checking Account with initial deposit of {$100.00}.
XX/XX/XXXX : Direct deposit into One Deposit Checking account for {$500.00} from my employer.
XX/XX/XXXX - today : Maintained the minimum {$15000.00} on deposit in the savings account.
XX/XX/XXXX : Reach out to Citizens Bank about {$600.00} bonus as the window in which I should have received the bonus was before XX/XX/XXXX.
XX/XX/XXXX : Citizens Bank says they have no record of the promotion being on my accounts.
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| 07/30/2019 |
Yes |
- Checking or savings account
- Savings account
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- Closing an account
- Funds not received from closed account
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Web |
Servicemember |
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On XXXX XXXX I opened a savings account with Citizens Access bank, the same day I transferred {$19000.00} from XXXX. On the XXXX of XXXX, XXXX sent the funds to Citizens Access. After several days I closed the XXXX savings account. On the morning of the XXXX I awoke to find two emails from Citizens access, one saying my account had been locked out due to too many failed attempts to login, the other saying I had successfully changed my username. I live in XXXX and so morning for me would be evening in the US. I called the bank immediately, because I had been asleep while the emails were sent and thus unable to attempt logging into my account or to change my username. The associate on the phone verified me then told me that Citizens Access has chosen to discontinue their banking relationship with me at this time. She went on to tell me that the funds would be sent back to the account they were initially transferred from. When I explained that account was closed, she directed me to the other bank to resolve the issue. I called XXXX, who said the account couldnt be reopened and even went on a three-way phone call with Citizens Access to attempt to resolve the issue, to no avail. Finally, on XXXX XXXX, I received an email saying that the account at Citizens Access had been funded. Citizens Access refuses to send the money in any way I can receive it ( ie via check or to an open account ). Moreover, based on a phone call today ( XXXX XXXX ) XXXX has no record of the funds even being transferred to them. Additionally, from a phone call today, Citizens access wouldnt even tell me if they sent the money to XXXX or not and so I have no idea where my money is or whether its even all there. At this point, I have no way of knowing if, when, or how they money might be sent to me either.
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| 05/24/2023 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Trouble with how payments are being handled
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Web |
Servicemember |
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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.
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| 06/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/XXXX, I contacted Citizens One about refinancing my current mortgage. I was assigned to XXXX XXXX, the loan officer. I immediately submitted all documents as requested such as my taxes and financial statements and as Mr. XXXX said my documents were all satisfied and he will proceed with the refinancing. Nonetheless, it is now XX/XX/XXXX. I still don't have a closing date. I followed up with Mr. XXXX frequently and time after time he said it is in the working progress. Each time I contacted Mr. XXXX he stated that because of the pandemic, the paper work takes extra time. I had already paid for my appraisal back in XX/XX/XXXX and authorized second credit check. Still, no progress. In XX/XX/XXXX, I contacted XXXX XXXX, XXXX 's supervisor, to express my concern and frustration about the delay progress and I am running out of patience. He told me I have to wait like everyone else and again he blamed it on the pandemic. I contacted him numerous time later to check on the progress, he never return any of my calls. It is almost a year and my loan hasn't moved any further and the officer is ignoring me. I am an XXXX woman. My husband and I own a XXXX XXXX. We are struggling with the pandemic and therefore trying to refinance our mortgage to take some cash out to survive. With all the treatments XXXX and his superior, XXXX, are giving us fit the XXXX profiling. We work just as hard and the pandemic put us in great debt. Citizens One is also my current mortgage lender and we have never had even one late payment. The only reason we contacted them again because we want to stay with the same company. Is this how Citizens One treat their life long good customers? We are not the cause for the pandemic. And i do have all the text and email to prove that I was trying to follow up.
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| 08/25/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Other features, terms, or problems
- Other problem
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Web |
Older American, Servicemember |
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I AM A US CITIZEN LIVING IN XXXX. I HAVE A CHECKING ACCOUNT WITH CITIZENS BANK OF PENNSYLVANIA, XXXX XXXX XXXX. I HAD A DEBIT CARD ASSOCIATED WITH ABOVE ACCOUNT THAT EXPIRED XX/XX/XXXX. PREVIOUSLY EXPIRED CARDS WERE REPLACED AUTOMATICALLY. THIS TIME NO CARD WAS FORTHCOMING. I HAVE CALLED SIX TIMES THE TWO XXXX NUMBERS PROVIDED TO DEMAND A REPLACEMENT. EACH TIME I WAS TOLD IT WOULD BE SENT ASAP. THE MOST RECENT TIME I WAS TOLD IT WOULD BE SENT XXXX. NO CARD HAS YET ARRIVED. MY LAST CALL WAS YESTERDAYXX/XX/XXXX. EACH TIME I TALK TO A DIFFERENT SERVICE PERSON TO WHOM I HAVE TO REPEAT A LITANY OF SECURITY INFORMATION AND RECOUNT THE PROBLEM IN DETAIL. EACH CALL HAS LASTED MORE THAN 30 MINUTES, SOME OVER AN HOUR, SOMETIMES BEING PUT ON HOLD INTERMINABLY TO CONSULT A SUPERVISOR. SPECIFICALLY THE PROBLEM REVOLVES AROUND THEIR NOT BEING ABLE OR WILLING TO VERIFY THAT A CARD HAS BEEN SENT AND NOT BEING ABLE TO GIVE ME A TRACKING NUMBER FROM XXXX WHICH I NEED TO CALL THE LOCAL OFFICE IN XXXX XXXX TO DETERMINE IF IT HAS ARRIVED. THEY TOLD ME THAT A CARD HAD BEEN SENT BUT RETURNED UNDELIVERABLE, BUT XXXX DENIES THIS. I ACCESS MY RETIREMENT INCOME PAID TO THE CITIZENS ACCOUNT USING THE DEBIT CARD. WITHOUT IT I CA N'T GET MY MONEY. I NEED THE CARD NOW OR SOON I WILL BE WITHOUT CASH AND DESTITUTE. THEY MUST, IF AND WHEN, THEY SEND THE CARD, GIVE ME A TRACKING NUMBER. WITHOUT IT THEY CAN GO ON OBFUSCATING ( SHOULD I SAY LYING? ) INDEFINITELY. THEY ( THE SERVICE AGENTS ) SAY THEY ARE NOT IN CONTACT WITH THE XXXX OFFICE AND HAVE NO WAY OF SENDING ME A TRACKING NUMBER ; LIKEWISE, THEY WO N'T TELL ME WHICH XXXX OFFICE WILL SEND THE CARD, WHERE IT IS LOCATED, AND WHAT ITS TELEPHONE NUMBER IS. FOR TWO MONTHS I HAVE BEEN CALLING IN VAIN. I NEED MONEY NOW. WHO CAN MAKE THIS BANK SEND ME MY CARD?
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| 02/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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FACTS My mortgage servicer is Citizens. Due to XXXX, I have had higher household/family expenses and have struggled to make my mortgage payments. In XX/XX/XXXX, I reached out to the XXXX XXXX XXXX XXXX XXXX XXXX Ohio for assistance. With the help of Legal Aid, I applied for mortgage assistance through Ohio XXXX XXXX XXXX 's Homeowners Assistance Fund ( HAF ) program, XXXX XXXX XXXX XXXX. On XX/XX/XXXX, the Ohio XXXX XXXX XXXX conditionally approved her application. However, XXXX XXXX XXXX is still waiting for Citizens to complete their part of the process. In accordance with XXXX Treasury guidance, after an application is approved, XXXX XXXX XXXX uses a Secure Data Exchange to send an information record to the servicer. There should be at least one person at Citizens who has access to this secure portal and is responsible for sending back a verification record to XXXX XXXX XXXXXXXX. Once XXXXXXXX XXXX XXXX has that record, they can process the payment and sent it to Citizens. As of today, Citizens has not sent that verification record back, leaving me in limbo.
WHAT WE HAVE DONE I have contacted XXXX XXXX XXXX multiple times to get an update on their communication with the servicer. Most recently, XXXXXXXX XXXX XXXX emailed Citizens another record request on XX/XX/XXXX.
I contacted Citizens on XX/XX/XXXX and was told that they had not received a record request from XXXXXXXX XXXX XXXXXXXX. The person I spoke with did not seem to understand that the records must be sent through XXXXXXXX XXXX XXXXXXXX 's secure data exchange, not through fax.
This issue can be resolved if Citizens participates in XXXX XXXX XXXX appropriately by utilizing the Secure Data Exchange as suggested by XXXX Treasurer guidance. If they do not know how, they should call XXXX XXXX XXXX at XXXX.
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| 07/23/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
Servicemember |
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XX/XX/XXXX transferred 2 test debits from citizens bank to another account in my name. Went through fine.
XX/XX/XXXX transferred {$10000.00} from citizens bank to other account XXXX called citizens bank to Check on status of transfer. Was told it would take a few days XXXX called citizens bank to check on transfer. Was told money should already be in other bank account.
XX/XX/XXXX - called citizens bank to check on transfer on 3-way call with new bank. No results/ told to wait more days as the transfer went through fine.
XXXX has to borrow {$10000.00} from employer in order to complete home purchase, because I was unable to buy the home I saved for 15 years to buy due to citizens bank still holding my {$10000.00}.
XXXX called citizens bank as still did not get transferred {$10000.00}. Was told it should be fine, and was processed. That The other bank is at fault.
XXXX called citizens bank to find my {$10000.00} and got extremely angry, finally was transferred to someone who said the funds are on hold actually and the transfer was cancelled. Was told I should have my funds back by XX/XX/XXXX XXXX funds of {$10000.00} not returned to me, check to repay my employer bounces. Jeopardizing purchase of my home as well as my employment.
Still Do not have my money back. This bank has jeopardized my entire life. If one person in the many times I called had given me any real information it would be a different story.
Each call to this bank had over 20 minute hold time to speak with someone.
I still dont have my money.
My costs associated with this include bounced check fees for both me and my employer who loaned me the money, {$750.00} fee to my employer for the loan in the first place, not to mention incredible stress, Many hours of my time, jeopardizing my home purchase.
|
| 10/06/2022 |
Yes |
|
|
|
Web |
|
|
I applied for a mortgage through Citizens Bank and in the last week ( XX/XX/2022 ) before closing the an employee ( XXXX XXXX XXXX said there was a " hiccup '' with the loan. I lost my temper because this was the second time that an XXXX hour request for documents that threatened to jeopardize the deal had been made. I threatened to take legal action against Citizens if they cancelled the loan, as well as file a CFPB complaint. Communication between myself and the loan officer broke down at that point and a manger told me that the file had been referred to " customer care '' for " escalation. '' I was further informed that my communications triggered the transfer of the file and that there was nothing that could be done. It is also worth noting that I have been approved for a grant through the City of XXXX to cover closing costs. Documents have been submitted to the city of XXXX that establish that I had been approved for a mortgage through Citizens. Because Citizens did not transmit documents associated with the closing of the sale to the city two days before closing ( XX/XX/2022 ), so that the closing costs grant could be disbursed, my loan has not been properly processed. I can only guess about what has caused the " hiccup '', and my best guess is that a student loan appeared on my credit report during the final stages of the closing process. Nonetheless, I have relied on Citizens to enter into a contract to purchase XXXX XXXX XXXX, XXXXXXXX XXXX XXXX and now that contract is now broken as a result of Citizens inaction. Citizens has demonstrated an unwillingness to even make me aware of what information they need to grant final approval for the loan. I have made repeated attempts to get them what they want to close on the loan. They have not responded to my requests.
|
| 10/15/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
We booked a vacation through XXXX XXXX for a vacation on XX/XX/XXXX. When we booked it the agent said that if the Covid-19 situation got worse we would be entitled to a refund. Before our vacation Gov XXXX initiated a travel restriction to the state of Nevada. Being high risk we could not risk our health as well as follow the 2 week mandatory quarantine. XXXX XXXX said they could issue a travel voucher but as far as a refund goes we would have to file a dispute with our credit card company.
I filed a credit card dispute with Citizens Bank in XXXX for the amount of {$1400.00}. We were told that it was successful and we were credited {$1400.00}. In early XXXX we then received a letter stating that " a dispute form was sent to us on XX/XX/XXXX requesting specific details pertaining to our dispute '' and that the temporary credit was going to be reversed on XX/XX/XXXX. I immediately called XXXX XXXX asking for an explanation of the form ( which we never received ). They said someone would contact me in the next 24 to 48 hours. I never received a call. I called again and was told I would be contacted within 24 to 48 hours. I never received a call. The third time I called I spoke with a supervisor and was promised that I would be called back. There was never a return call. I also made a 4th attempt but there was no return contact.
My 5th call was on XX/XX/XXXX and I spoke with XXXX ( confirmation number XXXX ) and she said the form was an affidavit that needed to be signed and that she would send another that would be received in 7 to 10 days. I patiently waited but no form was ever received.
On XXXX I called ( 6th call ) and spoke with another supervisor named XXXX. XXXX could not provide me with any reasons why I was never contacted but gave me a case number of XXXX.
|
| 06/13/2015 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
Older American |
|
My bank account is at Citizens Bank. I reside in XXXX. I have had this account for XXXX years. At first I might show an overdraft at the beginning of the year when my health deductibles had not been satisfied. Each time I was charged {$35.00} to {$37.00} dollars overdraft. I had my debit card management changed so that the transactions world not go through if there were insufficient funds as I was unable to tell what the bank was doing. My paycheck is electronically transferred over night on Thursday to Friday. I had my mortgage payment bill pay set to go out the day I got paid for years and never had a problem. Last year I decided to link my savings account to the checking account to decrease the overdraft amount from $ XXXX to {$6.00} to ovoid the XXXX quarter phenomenon. Well, I began to bounce checks on a regular basis including the mortgage payment which I knew was traditionally paid on payday. I called the bank and got some story about the items being entered as they come in and the payment must have been entered first. Recently, I paid a painter {$400.00}. I told him the check will be good the next day on Friday after I get paid. Citizens bounced the check and something like that had never occurred prior to hooking the savings account to the checking. I have a long history of accounts at XXXX, XXXX XXXX and an XXXX XXXX XXXX and never bounced checks because of careful planning. I am unable to plan payments anymore at Citizen 's bank nor am I able to track what the Bank is doing because my web access does not show that. Thus, they are enabled to shift income and payments to overdraft my account. For hard working, responsible individuals, such as myself, this makes it impossible to manage a budget and it smacks of thievery on Citizens Bank 's part. Can you assist?
|
| 06/16/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
Citizens One Home Loans is refusing to review documentation I sent them proving my financial hardship is over and blatantly lying to me, and the department of housing and urban development.
Their loss mitigation team claims the PDF 's I sent them are " password protected. '' I CC 'd a local branch manager on the email I used to submit them.
I went into the branch today and he opened them in front of me at the bank today. They were not in fact password protected.
I called loss mitigation on a recorded line with a Housing and Urban Development Counselor and we phoned in the branch manager, asking if they had a fax machine I could fax these documents on.
There is a recording of the branch manager saying the documents were not password protected, and the call center employee saying his back end team could not review the SAME documents because they were " password protected '' It is not possible for the three PDF 's to be both " password protected '' and not " password protected at the same time '' They have been lying to me and giving me the run around for 12 months now. I have been calling loss mitigation non-stop and they give me a new scripted excuse as to why no one is capable of taking 15 minutes to review my file.
I am going into citizens bank tomorrow to fax these documents to the five fax numbers I was given today, but I have no reason to believe they will actually admit to receiving these documents, since I have uploaded them eight times on both their website and email over the last year and every time I call there is a new excuse for why they are unable to give me any information.
This is organized white collar crime, they are holding my mortgage XXXX and this needs to end. I will be filing a much more detailed complaint later this week. I need help.
|
| 10/13/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
In XXXX 2015 I applied for mortgage refinancing to Citizens Bank. I sent all information and I disclosed everything in writing. During this time I got a better offer from another mortgage company, but I was told by the loan officer XXXX XXXX their policy is to match all offers, to get the business. The process was very slow, and we provided all the required information with no delay. Loan officer assured us that we are all set with the application and we need to pay the appraisal fee in the amount of {$470.00}. The appraisal report came after one week, but with wrong information ( only half of the house was appraised XXXX sq.ft instead of XXXX sq.ft ). Right away we contacted XXXX XXXX, our loan officer, and again we were assured to keep going with the process and correct this after we will obtain the refinancing ( in his opinion to correct the appraisal report will slow down the approval process ) .After couple weeks, the application was denied and my fee of {$470.00} never returned to me. We were trying to contact XXXX XXXX by phone or email and he never responded to us. In this situation we manage to reach up to the manager of that department - XXXX XXXX. He understood our situation and he assured verbally and by email that we are entitled to get our many back ( see attachment ). Couple times we were told that we neglect to check our credit card, because the money are returned already. Also we had a XXXX way call with XXXX, us, and our credit card company representative. After 4 months XXXX XXXX, XXXX, XXXX, XXXX ) of communication with XXXX XXXX we did not get our money back and now, like the loan officer he stopped to respond to our emails or phone calls.
At this point we feel like we need help from your bureau to get our many back.
Regards, XXXX XXXX XXXX home
|
| 04/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Due to covid-19 I requested mortgage assistance back in XX/XX/XXXX, which Citizens One submitted me a loan modification application to apply for help, which I submitted a Mortgage Assistance Application and was confirm received as of XX/XX/XXXX. Was identified that it would take 30-45 days. In the mean time I was place on a Forbearance to avoid being late on my credit. I was following up with my mortgage company to make a least 1 mortgage payment and to inquire on the update on the modification packet. So I waited for months and each month I was identified that its under review, I was also identified to in XX/XX/XXXX that a deferment was an option, however, I identified that a deferment would not help because the reduction in my income. I shared multiple times that I need to be review for a modification and that again not for a deferment. However, Citizens One ends up offering me a deferment and said I was denied for a streamline modification because my account needed to be 90 days past due and that they did not review my file for a traditional modification, the packet they received in XX/XX/XXXX was never reviewed and if I need help with a loan modification I have to re-apply. Even though my original packet was never reviewed. The company appears to be using a " Bait and Switch '' tactic, because I asked for a loan modification review, submitted an application and they switched it for a deferment, this appears to be a tactic to stall and delay my account for me to go further past due in order for them to foreclose on my home and take it from me, I have been patient due to covid. Now the only way they are willing to help is by demanding another loan modification application, which is unnecessary since they never review me from the start with the original application.
|
| 05/29/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I made my mortgage payment to CCO mortgage in XX/XX/2015 for the amount of $XXXX. This is the correct amount of the monthly payment. The bank cashed the check for $XXXX short. I was assessed a late charge for the incorrect amount paid to the bank. I called the bank and was told that this was a bank error and that this would be corrected and had nothing to be concerned about. I was also told that since I was such good customer, the problem would be resolved that day. They also said they would credit the dollar shortage since the bank was at fault. The following months passed and I continued to receive late charges on my monthly statements. I called every month and was told that the computer was not updated and that the issue would be resolved. In XX/XX/2015, I sold the property and noticed that I was assessed a late fee of approximately $XXXX. I called the mortgage company and was referred to a woman named XXXX. She stated that noone in the company had ever states that this was a bank error and my late fees would not be reversed. I e-mailed her a copy of the check in question and she did see that it was written for the right amount. However, she stated that she could not determine if the spelled out amount was written as a XXXX or a XXXX. Because of this she said the bank cashed the check for the lesser amount and that it was not a bank error. Therefore, she would not reverse the late charges. I asked to speak with her supervisior, but was denied that request. Not only did she admit that the check was written for the correct amount, but her associate also admitted that the check was correct. They have my late charges form the closing already, but continue to write letters to me regarding this. They also threaten to report this to the credit bureau.
|
| 10/06/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem with paying off the loan
|
|
Web |
|
|
I called Citizen 's Bank on XX/XX/22 and spoke with XXXX. I asked for a payoff amount and was told {$7300.00}. I asked her about the {$6800.00} I saw on the statement and was told it was for the principal only. I paid the {$7300.00} that day.
On XX/XX/22 I received a statement from Citizen 's showing I have a {$74.00} balance due XX/XX/22. On XX/XX/22 I called and spoke with XXXX about the {$74.00} balance. He said that the previous rep gave me the incorrect payoff amount it should have been {$7300.00} and that's why I got a bill for {$74.00}. I explained that I paid what I was told was due on XX/XX/22. I asked to escalate the matter and was told that I could be on hold for XXXX XXXX XXXX XXXX XXXX XXXX to speak with a supervisor. He said that it's still my responsibility to pay the {$74.00}. I said I will call back.
On XX/XX/22 I phoned Citizen 's again and spoke with XXXX. Explained the payoff and balance due. I stated that since the call was recorded is it possible to speak with a supervisor to help resolve this issue. I was placed on hold. XXXX got back online and said that his supervisor listened to the call and determine that {$7300.00} is the correct amount. He said the {$74.00} could be from late fees or something. I asked for the supervisor 's name and was told that he couldn't give out that information. I asked how can I be sure if I'm getting the correct information. I called in only to receive different amounts to pay, being placed on hold and unsure if the recorded call was really reviewed by a supervisor that can not be named.
I'm receiving different payoff amounts after the fact, the bank can not verify what the {$74.00} is for and my credit report doesn't reflect that this account has been paid in full. Please help me to resolve this matter.
|
| 03/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XXXX XX/XX/XXXX Property taxes due. Notice sent directly to Citizens One. XXXX XX/XX/XXXX Loan Closed. ( Escrows were not netted ).
XXXX XX/XX/XXXX received late notice from XXXX County. Property taxes were not paid and overdue.
Amount due : {$2800.00} Late fees : XXXX Between XXXX XX/XX/XXXX and today, I and my mortgage broker have contacted Citizens several times ( More than 10 ) and get a different response every time. Was told to call back on XXXX XX/XX/XXXX and " if I had not received a check, they would over night me one.
Mortgage Broker : XXXX XXXX XXXX XXXX XXXX XXXX phone XXXX XXXX Called XXXX XX/XX/XXXX and all case info was gone. Like I never called.
XXXX XX/XX/XXXX Broker called to get an update and I was told to NOT contact Citizens again.
XXXX XX/XX/XXXX Called, Tried to prevent me from filing a complaint by not giving names or NMLS IDs. On hold for 35 min. Never connected me and got disconnected after being on the phone for 41 min. Call ending XXXX XXXX XX/XX/XXXX.
XXXX XX/XX/XXXX Called to get update. Spend 47 min on the phone. Servicer refused to give me her ID or name and said that it was my current mortgage companies fault or the title company. Broker said that is 100 % not possible or accurate. Asked to speak to superior but she kept talking over me reciting something she was reading. I never got an answer or to speak to superior.
Law says loan servicer is responsible for taxes till they are no longer servicing the loan. They did not pay the taxes when they were the servicer.
No one has called, mailed, emailed me. No communication at all since my first call XX/XX/XXXX.
I would like a check or wire for the taxes and the late fees : {$2800.00} Late fees {$610.00} * I am a XXXX XXXX XXXX XXXX in the XXXX of Virginia # XXXX
|
| 10/13/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
Good afternoon, On Saturday, XX/XX/2017, I called my bank to inquire about a direct deposit and to ask where did {$340.00} that appeared in account Saturday morning. It was n't showing as a deposit and I knew it was less than what I was expecting. The representative and I reviewed the account and she was unable to identify the origin of the funds. I jokingly said, " I know my bank is n't giving me free money. '' I asked her to check for my direct deposit which she did. At that time, she was unable to locate the funds. I told her please the note account that I 'll be paying my bill with the XXXX. If and when you figure it out, XXXX will reconcile with my direct deposit.
The funds stayed in the account ; and on Tuesday, XX/XX/2017, the direct deposit show up. I made sure I left the amount I saw over the weekend just in case. On Wednesday the XXXX, my bank charged me an overdraft fee. I called to find out what was going on. The representative was curt and offered very little assistance. I requested a supervisor who immediately inferred I was telling a lie. He insisted he did n't see my call on Saturday and that mysterious funds were in my imagination. When I told him I am not paying for something that I clearly had the funds to cover and that I would file a complaint he escalated to a higher office. I was told I would receive a call within 24 hours, it ; 's been 72 hours with no explanation or call. I have called several times and the matter is still not resolved.
Additionally, I had paid my electric bill and knew the funds would be a problem because of the overdraft, so, I cleared the overdraft as not have any more issues only to be hit with another overdraft. I clearly had the funds available at the time. You are my only hope. Please help me.
Thank you
|
| 08/22/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
|
|
XX/XX/2015This complaint is in regards toCitizens Bank N.A. ( Citizens One Auto Finance ) XXXX, XXXXI submitted a payment to pay off my loan on Citizens Bank - web pay on XXXX/XXXX/2015. The payment was withdrawn from my checking account on XXXX/XXXX/2015 for {$17000.00}. I spoke with Citizens Bank on XXXX/XXXX/2015 who told me the payment processed and the title was mailed. I received the title and a letter stating the account was paid in full. On a side note, the reason I called on XXXX/XXXX/2015 was to ask why they attempted to withdraw the amount ( {$17000.00} ) again on XX/XX/XXXX and XX/XX/XXXX resulting in two insufficient fund fees ( {$32.00} each transaction ) from my personal bank. These fees were reversed by my bank on XXXX/XXXX/2015 once they realized that the original payment went through, and the latter two attempts much have been a mistake.
I received a call a few days ago from Citizens Bank N.A. stating that I was delinquent with my monthly payment, and the money withdrawn from my account on XXXX/XXXX/2015 was reversed because I submitted the final payment online. I was not aware I could not do this. Citizens Bank N.A. is telling me that the payment was reversed and redeposited into my checking account. However, the money was not returned to my account. I have a bank statement showing that the amount was withdrawn and not redeposited. I was also told the title sent to me is null and void.
I think this is poor business practice and terrible customer service. I feel this is a breach of contract. If I could not pay the loan off online, this information should have been provided to me when I called for the payoff. Each time I call they can never find the notes from my previous calls. This is very frustrating and {$17000.00} is a lot of money.
|
| 08/03/2022 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
On XX/XX/XXXX we received a letter from XXXX XXXX, a debt collector. They said I owe {$1700.00} to Citizens Bank for a XXXX account. My husband and I thought it was spam because we never had an account with Citizens Bank and we use XXXX products. I almost threw the letter away but my husband suggested I check my credit report.
I checked XXXX XXXX and I learned that a Citizens Bank loan was opened on my credit report on XX/XX/XXXX and my credit score has dropped by nearly XXXX points. My credit score is usually over XXXX. I immediately submitted an identity fraud alert with the Federal Trade Commission on XX/XX/XXXX.
On XX/XX/XXXX I reached out to Citizens Bank customer service and found out that it was a Citizens One loan and not a Citizens Bank credit card. They notified me that the loan application was made through a XXXX website to purchase an XXXX related product.
I have not played video games in over 10 years and I do not own XXXX. No one in my family owns an XXXX or plays video games. They said they will mail us some paperwork.
On XX/XX/XXXX we also reached out to XXXX XXXX to let them know that we are claiming identity fraud. Later on the same day we called XXXX to dispute the charge. Thankfully it was removed from my credit report by XX/XX/XXXX.
Citizens Bank sent us paperwork in the mail which requested that we send them the FTC report along with proof of address during the XX/XX/XXXX time frame that the fraud occurred. We supplied them with all the necessary documents they requested.
On XX/XX/XXXX we received mail from Citizens Bank. They denied our claim for identity fraud without any explanation. We intend to call them when their office opens up to try to figure out why they denied the claim and see if there is an appeals process.
|
| 05/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Application XXXX was signed on XX/XX/2022 after meeting mortgage broker XXXX XXXX ( Bank employee ). Fixed Interest rate was promised between 2.75 % to 2.87 %. XXXX XXXX confirmed verbally he had a budget to reduce the interest rate offered on paper which was displayed at 3.25 %.
We were told the next step would be home valuation and credit check. The check did occur but the valuation didnt despite many follow ups with the Bank XXXX
After a month, the Bank informed us that a new application had to be done. The application was done, a new credit check was conducted and the home appraisal was made ( paid by me XXXX $ ). The rate on the new application was promised to be the same as mentioned above locked between 2.75 % to 2.87 % however the paperwork showed a different amount.
After many phone calls, emails and conversations with XXXX XXXX where I requested for the interest rates on the paperwork to match what was promised, the case was moved to different employees finally landing on XXXX XXXX XXXX who confirmed the only interest rate that the Bank could offer was circa 5 % APR which was much higher than the beginning.
According to the evidence, I believe the Bank is at fault because 1 ) XXXX XXXX offered an interest rate which was not correct 2 ) The Bank employees failed to clearly state the mistake had been made by replying to my emails XXXX ) The Bank asked the costumer to do XXXX applications for unknown reasons 4 ) XXXX credit checks were conducted which impacted my credit score 5 ) Most phone calls and emails to XXXX XXXX remained unanswered 6 ) The time lost in this process made me lose the opportunity to refinance my loan which caused my monthly payments to remain high 7 ) The Valuation was paid by myself for XXXX $ which seem to be lost.
|
| 04/01/2020 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Can't temporarily delay making payments
|
|
Web |
|
|
On XXXX XX/XX/2020, I was granted a hardship forbearance from XXXX XXXX XXXX/Citizens Bank student loan payments for a two-month increment. I spoke on the phone with a representative who confirmed I was eligible for a two-month hardship deferment. The representative assisted me and filled out an application through their internal system that was subsequently approved.
I received letters in the mail confirming that I was approved, which I have attached to this form. The letters are dated XXXX XX/XX/2020. I received a call on XXXX XX/XX/2020 from Citizens Bank Collections, informing me that my loans were in collections ( I am not 100 % sure of the relationship between Citizens and XXXX XXXX, but my understand is that XXXX administers the loan payments on Citizens behalf ). Citizens was not aware of my hardship forbearance and transferred my call to XXXX XXXX.
XXXX XXXX informed me that my hardship forbearance had been incorrectly approved. They informed me a new denial letter was sent in the mail on XXXX XX/XX/2020, and I should receive it soon. XXXX informed me they had not sent any emails, but had attempted to contact me by phone only 3 times. XXXX XXXX informed me that I did nothing incorrect, and that it was an error on their end that resulted in my hardship being approved. I asked if they could honor it, since I have documentation stating I was eligible and granted the hardship forbearance, and they informed me that the decision was made by Citizens bank, and they could not approve it. Citizens banks logo is on the letter that affirms my complaint hardship forbearance was approved.
The XXXX XXXX supervisor I spoke with on the phone informed me that he would be filing an internal complaint based due to how this situation was handled on their end.
|
| 04/19/2019 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
I began a checking account with Citizen 's Bank at the beginning of XXXX. On XX/XX/XXXX I checked my balance and saw a debit for {$1900.00}. I immediately called the bank to inquire and they notified me that this was taken out of my account to pay for a student loan that I have with them. The loan was taken on XX/XX/XXXX through Citizen 's Bank. I did not graduate undergraduate school until XX/XX/XXXX. I spoke with a supervisor named XXXX who told me that all of this is legal and protocol and that I should've been notified that this would happen but I absolutely never was. They had the wrong address on file for me and a phone number that I nor any of my friends and family have EVER been associated with. Up until today, I have gotten 0 letters, emails, or phone calls about this matter. XXXX told me that I should've been notified but I never was. The woman I spoke with, XXXX, before talking to XXXX told me that these loans don't have to be paid on until I graduate undergraduate school, but XXXX told me that it was defaulted on XX/XX/XXXX, one year before I graduated school. I should not have been taken advantage of this way. I should've been asked or at the very least notified that this would happen. They don't have my correct graduation date, phone number, address, or anything on file for me. I would like this money back in my account immediately and would like to arrange a payment plan to pay this loan off. I am currently voluntarily paying towards my student loans outside of Citizen 's Bank because I want to pay my loans off sooner than later, but had no idea that this one had to be paid off otherwise I absolutely would've been. I check my credit religiously and I would think that if a loan defaulted, it wouldshow up on there but I have seen nothing.
|
| 09/22/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
|
Web |
|
|
XX/XX/XXXX - Was refused customer service records ( by XXXX XXXX # XXXX ) unless I had a subpoena. Also - when I asked about what company audits XXXX XXXX XXXX ), was refused that information and was refused Employees Name and ID number. This all had to do with a loan repayment that XXXX failed to allocate correctly. As this was the XXXX time I have had to call about these payment problems, I was looking for answers. My XXXX XXXX has been affected because adequate funds were provided to XXXX, then did not allocate them correctly and sent money back to refinance company when money was still owed on loans. XXXX never contacted me about the allocation being incorrect. Waited XXXX XXXX and then stated the loan payment was past due. Placed call to XXXX to find out how this happened and was told XXXX should have corrected this issue and allocated funds so loans would be resolved. XXXX XXXX later I start getting calls from a collection agency saying they are calling for XXXX. Since XXXX I was paying the interest on our daughters loan. Every XXXX I paid more than was required and every XXXX XXXX or so I would get notice that there was a payment that was late. When XXXX was called, they said because I did not provide loan numbers, even though there was an excess of money, funds were not allocated correctly. I changed the way I pay, added loans numbers, same problem. This time it was because the loan payments were set for the XXXX and XXXX and I was only paying on the XXXX. I had many phone calls and asked for help with this many times and were always assured XXXX would take care of the problem and our payments would be handled correctly. They were not handled at all, the same mistake was made over and over again and my daughter and I are the ones penalized
|
| 12/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I applied for a 3 month forbearance on my loan through Citizens mortgager company in XXXX of 2021. I was granted the forbearance and did not make payments for 3 months ( I did make the escrow amount as I did not want to be behind on that. ) On XX/XX/XXXX of 2021, I received a letter from Citizens re : Payment Deferral agreement.
The letter stated that as of XX/XX/2021 we will : 1. Adjust the due date of your next scheduled monthly payment to bring your mortgage loan current.
2. Defer the scheduled repayment of the total past-due amounts to the maturity date of the mortgage or earlier upon the sale or transfer of the property, refinance of the mortgage loan, or payoff of the interest-bearing unpaid principal balance, and 3. waive any late charges We are proceeding with updating your loan and require a processing month for us to complete your payment deferral. Your next due date is the payment due date following the effective date referenced above.
I began making full monthly payment in XXXX of 2021 and have continued to do so each month through XX/XX/2021. None of my payments have been applied to my loan and have been place in a suspense balance ( {$18000.00} ). At the present time, I am working with XXXX XXXX XXXX to refinance my loan to a 15 year term. In order to do that, XXXX requires an accurate payoff quote, which Citizens is unable to provide. I have been on the phone every month month since XXXX and nearly 10 hours in the last 2 days to get my loan term updated. Citizens has been unable to do anything for me, and I am going to lose out on a 2.25 % refinance rate if Citizens doesn't get me an accurate payoff amount by XX/XX/2021. I need help getting my loan brought to current status with the amount in suspense balance applied to the loan.
|
| 12/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
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|
Hello, My name is XXXX XXXX and I am writing on behalf of my father XXXX XXXX, who is not getting any information from Citizens Bank.
My mother did the banking and she passed away from XXXX on XX/XX/XXXX. My father does not speak much XXXX and has medical issues, so I have been handling his finances.
We were made aware in XXXX of XXXX that my parents home equity line of credit was coming due. They were offered a loan modification with a 4 % interest rate on their loan that has XXXX left to pay.
I contacted Citizens and advised them that my mother passed away. I was told to have my father sign the document and send this in plus a copy of my mothers death certificate.
I spent the next XXXX months calling Citizens and was ensured that we would get a call back. This did not happen until XXXX when I was told that they lost the documents and wanted me to submit the docs again, While waiting, we saw the interest rate and payments go up. My father is on social security and lost the second income to the home when my mother died. I stressed this to the bank and was told they were going to help him.
All of a sudden they converted my father into a mortgage without our knowledge and have doubled his payments. I called multiple times and asked about the status of the loan modification and I can not get anyone to return my call. They just tell me that the loan is still in process.
My father and I believe that Citizens are withholding information and are not giving us any information in order to not process the modification. This is not good Customer Service and we hope that someone can help us to understand what is going on.
My family does not need this headache, especially after losing my mom.
If someone can contact me it would be appreciated.
|
| 10/05/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
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On XX/XX/XXXX I applied for a HELOC. During the second day of processing I was asked why my pay check stubs went to a different address? I stated I lived in an apartment. At that point, I was put on hold and no one ever came back to the phone. The next day I received an email from a processor stating to provide a ton of personal information needed to process the loan. I responded with some of the information, but wrote about what happened the following day. I then said, before I go further, is there an issue with me living at a different address? She responded " It might be '', or something to that affect. Now, I'm concerned, because they have pulled my credit report and I know inquiries count against you. I asked her to confirm, before I send all this information, so as not to waste my time any further. We went back and forth, then she said I would be denied because I don't live on the property and she will notify underwriting to withdraw my application- that dry and that blunt. I asked if there were any other options? While waiting for a response - I asked if I could have the managers contact information. She responded with the Managers name " XXXX XXXX '' and stated she would not give me his number but he would call me. If I want to know more about loan options, to stop in at one of the local branches. I'm still waiting to touch bases with XXXX. This bank pulled my credit with out confirming what appears to be very important information if you are applying for a HELOC and denied me with no conversation or options for me. My credit score is around XXXX. I have never been late on my mortgage or loans in 20+ years. I believe an exception could have been made If I could have spoken with someone. And, If not explain why. I feel used and discarded.
|
| 07/08/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
Company # 1 : XXXX XXXX XXXX XXXX XXXX
Derogatory Mark- Opened XX/XX/XXXX. Original creditor : XXXX. Creditor/collection agency : XXXX XXXX XXXX XXXX XXXX Amount {$340.00}. This account should have a balance of {$0.00}. An account was opened with XXXX in XX/XX/XXXX for an international phone plan from XXXX XXXX. Company continuously charged me for services/features that were not mentioned/ in written form when I went to the service provider store in XXXX to purchase XXXX chip for my phone. In addition, I was lead to believe I would be paying the two months in which I needed the international phone plan ( XX/XX/XXXX.-XX/XX/XXXX. ), however, they were continuing to charge me. The balance reported of {$340.00} is inaccurate and I'm asking for this to be heavily investigated as it is having a major negative impact on my credit score.
Company # 2 : XXXX XXXX Hard Inquiry- XX/XX/XXXX. XXXX XXXX. Address : XXXX XXXX XXXX. XXXX, RI XXXX. This inquiry is listed on my report as a hard inquiry, however, this account is inaccurate. This inquiry must be a mistake on the credit bureau 's end because I am fully unaware of this. I am asking for this hard inquiry to please be reviewed and removed from my credit report.
Company # XXXX : XXXX XXXX XXXX XXXX XXXX Opened XX/XX/XXXX. Original creditor : XXXX XXXX XXXX. Creditor/collection agency : XXXX XXXX XXXX. Amount {$250.00}. I am unsure as to why this charge is showing up on my credit report as my health insurance was paying for this to my knowledge. I have not received any paperwork/ mail from the company, therefore, this account should not be listed as a derogatory mark on my credit report as it is harming my credit score.
Company # 4 : XXXX XXXX XXXX XXXX XX/XX/XXXX. XXXX XXXX. This is an error.
|
| 10/03/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
|
|
I filed a claim with Citizen 's bank regarding a merchant overcharging me by over $ 100.oo on my credit card. I explained to Citizen 's back in XX/XX/XXXX that while on a cruise, the cruise ship overbilled my account as well as allowed my XXXX sister to make purchases to my stateroom without my permission, knowledge, or authorization. They did this without my card present either at the XXXX XXXX XXXX. I did NOT authorize my XXXX sister to use my account and the cruiseline has a duty and responsibility to verify any and ALL charges before charging something to someone 's room without their permission or knowledge. They also allowed her to charge to my other sister 's account. There were other unknown charges on my account as well. When I spoke with someone from guest services at the Cruiseline, they told me they could not help me and to dispute the charges. I spoke with Citizen 's and explained the situation. Recently, I received a letter from Citizen 's stating they verified the purchases and enclosed a computer generic receipt without a signature, no sales receipts attached, no copy of my license, or any other documentation stating I was aware of these additional charges or made them. I spoke with a woman from the claims department who told me I was a liar and that the cruiseline would n't have allowed my sister to make purchases without my card or my id, however, they did. She also refused to let me speak with a manager, would n't tell me her name and would n't verify whether or not she was a third-party or internal claims department with Citizen 's. Citizen 's is now threatening to deduct the full balance from my account without completing a thorough investigation to ensure these charges are mine according to XXXX rules and regulations.
|
| 02/26/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
I applied for a home loan, I was approved. When I was to close on the loan, the closers said unless the taxes on the home were paid, we would n't be able to get the loan. They presented a settlement statement sheet, that states moneys were deducted from the loan amount, to pay taxes for XXXX parcel XXXX XXXX {$160.00} and XXXX {$1700.00}, as well as parcel XXXX delinquent taxes for {$2400.00} which is for XX/XX/XXXX, also parcel XXXX XX/XX/XXXX XXXX {$4.00} and parcel XXXX XXXX {$44.00} and parcel XXXX Delinquent {$76.00}. They also state that they charged the borrower {$1500.00} to do it. I talked to XXXX XXXX, they told me several times, in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, that the taxes were not applied to the right place, that delinquent taxes, were to go to XXXX XXXX in XXXX. I also told them if the taxes were n't paid before XX/XX/XXXX penalties and interest would accure. They sent all the taxes to the City of XXXX. They were not paid on time, so Citizen Bank paid the taxes it seems. Now they are coming after me. I have been paying my loan on time. All of a sudden, they stopped applying the money being sent towards the loan, created and escrow account, and I owe them for taxes not paid for XX/XX/XXXX. The payments are being sent, but since they say we owe, they are not applying the payments to the loan, but to the escrow towards the taxes. I have made several attempts to show them their error, but nothing has worked thus far. This matter is getting worst, and it will potentially ruin my credit, as well as a possible foreclosure for none payment. I paid the XX/XX/XXXX XXXX taxes but somehow they managed to pick up the winter taxes. They keep telling me, that they are investigating the matter, but still not applying my payments.
|
| 04/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I have been a XXXX XXXX customer of Citizens Bank NA for over four years. I have been fleeced of exorbitant accessed fee 's, some of which are a direct result of their bad banking practices by adding unneeded " services '' to my business account without my knowledge or consent. For example, for the past three years, I was being charged {$20.00} a month for business invoicing... I do not utilize any other invoicing other than those generated through XXXX XXXX thus Citizens Bank was bilking me for {$20.00} a month for four years - that is {$960.00} for which they never credited me back even after admitting their mistake. I have been victim to their re ordering of transactions and allowing direct debits on the account by XXXX for which I never set up a direct ACH payment on this account. Those multiple attempts to process ( over XXXX ) cost me {$39.00} per attempt and another {$30.00} by citizens in OD 's. That is a total of {$1300.00}. I have attached the statements reflecting my deposits over the past four years, the amount deposited along with annual fee 's charged by citizens on said account for that calendar year. To date that number is over {$13000.00}. It is not only unlawful but so unscrupulous. Please review the attached. I have reached out numerous times to my bank manager ( who is amazing ) to the dept of the chair with zero resolve or results. I continue to bleed money in a bad economy, as a single mother with a child in college so I need every XXXX I earn. I'm not here to be a victim of a fleecing institution who could care less about their customers. Thank you in advance for your attention to this serious matter. Citizens is literally bankrupting me a little bit at a time, look at the overall big picture of four years. Thanks
|
| 11/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Citizens One of XXXX, RI, has fraudulently collected unearned interest 3 months in a row. After selling previous residence, I made large payments to reduce the loan balance. In XXXX I sent a check for {$200000.00}, along with the payment coupon for XXXX with instructions to apply the overage to principal balance. Instead, they took the XXXX payment, in addition to the XXXX payment. This included over {$700.00} in interest, even though interest due in XXXX amounted to less than {$50.00} because of the {$200000.00} check received on XX/XX/XXXX. In XXXX. I sent a payment for {$10000.00} for XXXX payment, and they repeated the mistake a 2nd time, charging me in advance for XXXX, including an inflated interest amount that did not reflect the reduced principal balance. The following month, the same thing happened, even though I had complained each time that I wanted the overage applied to principal and that I never authorized future payments to be withheld. Each time they did respond by reversing the payments they took in error, but they collected interest on the future payment as of the date the error was corrected, not the date the payment was first received.
This scheme clearly is an attempt to collect unearned interest and to delay the consumer 's attempt to amortize more quickly. I challenged Citizens One on this practice and they did reverse most of the erroneously collected and misapplied amounts. I am a retired banker, but I feel this scheme might adversely affected a consumer who may not they can and should challenge this practice. I am retired and have the time to monitor erroneous activity and navigate corporate barriers. This company 's practice has the ability to cause harm to others who may not have some of the luxuries I have.
|
| 01/22/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/XXXX, I attempted to deposit {$1300.00} ( XXXX XXXX dollars ) into my personal checking account at Citizens Bank five minutes after the branch had closed. The ATM could not complete my transaction and would not return my cash, instead issuing me a slip that told me to contact my financial institution ( as attached ). I saw an employee still in the building and knocked on the door. He saw my struggles and told me that their software has been recently updated and had led to many ATM peoples for multiple people. He also advised me to call the number.
I immediately called Citizens Bank 's customer service number and filed a claim with them for the missing money. I was given the claim number XXXX ( as attached ) and I was told I would hear back in 7-10 business days.
On the following Tuesday ( XXXX XXXX ), I visited the branch and told them what happened over the weekend. They advised me that the ATM company picks up the money on Wednesdays and they would call me to let me know when the money was found. I left my name, number, and all incident information with the teller.
On the eighth business day ( XXXX XXXX ), I went to the branch to deposit money and asked about my claim as I had received no notification or even acknowledgment thus far. The teller advised me to wait a few more days and that it would probably be posted soon.
Today, XXXX XXXX ( 12 business days later ), I went into the branch again and asked about my claim. The teller finally pulled me aside and contacted their claims department personally for me. The teller then advised me that my claim had been denied and the matter was now closed within their company. They told me I was notified of this on XX/XX/XXXX, but I received nothing and had no idea about this.
|
| 04/20/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
On XX/XX/2023 I set up recurring external transfers out, {$250.00} each, on the XXXX each month, to begin XX/XX/2023.
When I signed in to destination acct on XX/XX/XXXX, the funds weren't there.
I signed into Citizens Access to find the transfer hadn't been done. I called in, the representative read a statement saying " future dated transactions from XX/XX/XXXX to XX/XX/XXXX are delayed. '' I asked why, and why hadn't I been informed, and she had no answer. She offered to make this month 's transfer for me right away, and I approved, because I needed the funds ASAP. Throughout the call I asked several times for a supervisor so I could get some explanation and to set my expectation of when things would be back in order. She checked three different times but no supervisor was available. She made a request to have someone call me -- Case # XXXX. More than a day has passed and I've heard nothing.
Today I signed in to my destination account to find TWO {$250.00} transfers were completed yesterday/today.> This issue comes after an issue I had last year, when I asked for a matured CD to be closed & deposited to savings. 5 days passed and I signed in to find it wasn't completed, again no notice or contact from the bank. When I called in, the rep said " it was done '' but they just hadn't put the funds into my savings. What was done? He couldn't tell me. He promised to ensure the CD gets closed & deposited to savings, and would have someone call to let me know when it was complete. Three days later, no call, and still no funds. Online the CD appears to still exist. I called yet again, and the rep said it's scheduled to be closed tomorrow, but Monday is a holiday, so it'll be FOUR MORE days to be deposited to savings. Total of 13 days delay.
|
| 12/01/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Using a debit or ATM card
|
|
Web |
|
|
On XXXX XXXX, 2015 I went to Citizens Bank on XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX for usual routine of withdrawal of Child Support money on my XXXX State Debit Card, which I 've been doing for years due to XXXX state contract with Citizens Bank. Upon speaking with the teller, I was told to wait because she was unsure of the current procedure. Teller informed her Supervisor, XXXX XXXX who informed me that I would be unable to withdraw full amount of {$1100.00} and limited to {$500.00}. I informed Supervisor that is not accurate and I 've been doing this for the past 10 years since I have moved to CT. The Supervisor requested a picture I.D, which was provided, but due to address change sticker on the back of my license, which is required by State Law and was done by DMV, she questioned my identity. Mailing address was verified by providing her with XXXX letters with my name and new address that matches my I.D . All of this happened in the middle of the bank, while other people and tellers witnessed embarrassment that Supervisor put me through. Proving my identity was not enough for her and she went to her office to make a phone call to report and verify if she can proceed. When she came back, I was informed that she would be able to " give me all of my money that was requested earlier ''. At that point I felt extremely humiliated and decided that I was no longer interested in the transaction. I informed XXXX XXXX XXXX, that I was mistreated and she used her authority to embarrass me in front of others. As a Branch Manager she should have handled this situation with more professionalism. Supervisor last comment was : " You are not a customer and I do n't have to take care of you ''. After last comment I just walked out of Citizen Bank.
|
| 09/09/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Older American, Servicemember |
|
On XXXX/XXXX/2016 I authorized an online bill payment from Citizens Bank to pay my XXXX auto loan. On XX/XX/XXXX I received a phone call from XXXX loan dept stating that my loan payment was not received and I was charged a {$75.00} late fee. I called Citizens and stopped payment for the online bill payment check and was charged a {$35.00} stop/hold fee. I called XXXX loan dept back and paid them over the phone with a personal check # XXXX from my Citizens account. I filed a dispute with Citizens to retrieve the initial online bill payment funds in the amount of {$500.00}. On XXXX/XXXX/16 I received a letter from Citizens informing me that the investigation regarding my ACH dispute had concluded and my claim was found to be valid. The letter stated that my account would be permanently credited in the amount of {$500.00} ; and it was. The next day, XXXX XXXX, I received a letter from XXXX, the service provider for Citizens bank. XXXX stated that our payment obligation was to XXXX and not Citizens. I did not respond to this demand letter as it was dated after Citizens letter stating my claim was valid. On XXXX/XXXX/16 there was a miscellaneous charge Dda Debit to my account in the amount of {$500.00}. Citizens took the money back and they are refusing to work with us. They refuse to tell us who benefited from these funds. They refuse to show us a copy of the cashed check. They refuse to show us the endorsed back of the check. We did not benefit from this 'missing ' online check. We would like to have it researched to find out if it was cashed and who cashed it. We want our money back. Citizens stole our money. Additionally, I am not interested in working with XXXX. My relationship is with XXXX and they need to resolve this immediately.
|
| 11/29/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
Mortgage payments include money held in ESCROW to pay Home Owners insurance, Real Estate ( Property ) Taxes, School Taxes , County and Local Taxes. Over the past several months, when taxes are due to be paid, Citizens Bank transmits the various payments through a second and third party to the respective government Tax Agency.
Within this process, the PIN ( Property Identification Number ) becomes changed or altered when it reaches the respective Tax Agency. When the various Tax Agencies are unable to identify which property to apply the funds against, they return the tax payments to Citizens Bank.
Citizens Bank refunds the " TAX REFUND '' as a credit to the mortgage Escrow Account from which it was drawn. NO FURTHER ACTION BY CITIZENS TAKES PLACE. When I receive the next months Statement, I immediately call Citizens Tax Department in XXXX, Tx and might actually speak to a live person. To those employees with whom I have spoken, They seem to feel they have paid the taxes and ask if I want the refund. They don't try to correct any issues or determine why they get a refund. In XXXXXXXX XXXX, the statement shows a " Refund of {$110.00} ''. A City Tax payment was made in XX/XX/2022 for the same amount. In XX/XX/2022, the County Tax was posted for {$970.00} and returned in XXXX to Citizens because the PIN did not match my property PIN. When I called the Citizens Tax Office, the woman I spoke with asked for my PIN. She said their records were different and that's why the taxes were returned. She corrected the PIN but did not resubmit the taxes to be paid again. In the Citizens mind, they paid my taxes. When in actuality they placed me in " PENALTY '' phase and if not corrected and paID BY XX/XX/XXXX, my HOME WOULD BE SENT TO A tax sale.
|
| 06/20/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
- Confusing or missing disclosures
|
|
Web |
|
|
My father and I sold a piece of property together and the money from the sale was put into his Citizens Bank checking account. I was supposed to get {$50000.00} and he got {$50000.00}. I called Citizens Bank to ask them how much of a personal check can be cashed at their institution if I did not have an account there. They said for anything over {$10000.00} I would have to order the cash and it could take up to 2 weeks for the order to come through. I asked them if my father wrote a check for {$10000.00} could I cash that today and the women I was speaking with ( I do have her name ) said yes. So I got a taxi to the bank I had a valid ID that matched the check and they refused to cash it saying that the women I spoke with never said I could cash a {$10000.00} check. She said she told me even for {$10000.00} I would have to get approval from the regional manager and that the regional manager said no I can not cash this check. There is plenty of money in the account and right now we need this money very badly but the bank is refusing to honor my fathers check and I am being told I have to wait to cash anything from his account now.
I am appalled at this, how can this bank keep my father 's money, and my father called the bank and spoke with the women I spoke to and still they refuse to cash it and the women said she had to wait for an approval from an operations manager. We are destitute at the moment as my husband and I have not been working and need this money.
I did ask to see the policy that states they can refuse to cash a check and they refused to provide it to me, they said they did not have it in writing. How can they do this? The check is correctly written and my father spoke to the manager and she just refuses to cash it.
|
| 07/26/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
Today on XX/XX/XXXX, I received my paycheck via direct deposit of XXXX. I only received XXXX. Then when I checked again I only had XXXX. I had pending transactions that were covered by a {$50.00} money order that I put in my account on XX/XX/2023. The money order cleared the next day on XX/XX/2023. This morning I went to XXXX and paid {$19.00} because I had $ XXXX in the bank and knew that I would have a tiny overdraft and that my paycheck would come in after XXXX today. So when I checked my account earlier it said that I was overdrawn by {$13.00} something and there were no pending transaction listed because everything was already cleared not pending. There were pending transactions of {$62.00} dollars. {$50.00} of that was already cleared and covered by the {$50.00} money order. The remaining balance should have been {$13.00} something and that is all. So I should of had {$1300.00} deposited into my bank not {$1200.00}. XXXX took {$53.00} dollars out but that is correct. Someone miscalculated my direct deposit and is acting like I never had the {$50.00} dollar money order in the bank at all. That is where my missing {$50.00} dollars is and I need it back asap. I am a single mom of XXXX and I need all of my money. I called Citizens customer service line and the lady on the phone was no help at all. She kept getting confused and she did not know why my account was missing {$50.00} dollars. Then she put me on hold and when I asked for a manager and never took me off hold. I just need my {$50.00} dollars back because my account was in good standing until this morning when I paid for breakfast for my mother who did not have any money and was very hungry but that would have been only - {$13.00} something in that is all. Please help.
|
| 01/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Summary : In summary, I am writing this complaint because Citizens Bank sent my mortgage statement extremely late, with a statement date not aligned to when the statement was actually mailed, and little to no time to send in a payment. I previously submitted a complaint to Citizens on this and have not heard back.
Full Story : I originally applied for a mortgage through XXXX who then sold my mortgage to Citizens Bank ( aka Citizens Financial Group ). A couple of days ago, I noticed that I never received my first mortgage statement. I knew that it would be due on XXXX, so I went through the process of signing up online. This was honestly fairly difficult as their website is not intuitive, despite me being extremely tech savvy. I put in a complaint with Citizens at that time about not receiving my statement and the difficulty I had in trying to pay my first payment through their website or on the phone due to long wait times. Today ( XX/XX/XXXX ), I finally received my first statement. The date on the statement is XX/XX/XXXX, but it was mailed on XX/XX/XXXX. I am not sure what the industry standard is, but receiving a statement within 4 days of it being due is just not enough time, especially with it falling around a weekend when mail services are limited. Luckily for me, I was able to make a payment online and get it taken care of. However, if this happened to an elderly person, someone was out of town for a couple days, or a multitude of other situations, this could have resulted in missed payments and negative marks on someone's credit score. I am extremely disappointed with this level of service and am extremely disappointed that my mortgage is now through this bank, forcing me to do business with them for the next 20 years.
|
| 07/07/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Problem with customer service
|
|
Web |
|
|
During early 2020, we were attempting to refinance student loans with XXXX XXXX Citizens that were already in their possession to consolidate into a single payment that made sense for my fianc. During that time XXXX and Citizens got stuck in the process and stopped talking with one another. Without notifying us the accounts go into bad standing, even though Citizens employees told us payments were not required during the time we were refinancing which then kicked the debt to collections.
For the last year and a half we have been trying to work with the Citizens XXXX department, making regular payments of {$250.00} a month, which was all we could afford, to keep the account in good standing. During that time, we were told different information from every employee. Some said we could pull it out of collections to refinance and treat it again like a normal student loan, some said that wasn't possible, some said that payments could be accepted at any point to just keep making payments to keep it in good standing, and then the last person we talked to stated that payments needed to be regularly made the same date every month else it would be sent to another collection agency. That was when this account is now being sent to two more collection agencies without any written notice that this was occurring, what the current balances were on the accounts, or any further documentation from the Citizens XXXX Department in the first place.
At no point during this time were we ever given the same answer. Employees at the local branch said one thing, tellers on the phone for the recovery department said another, and no one stopped to actually try and assist, only stating that is was out of their control and there was nothing they could do.
|
| 11/02/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Dear Sir / Madam, This Is For Your Kind Notice I Applied On XX/XX/XXXX XXXX Credit Card And Got Turn Down By One Of The Main Reasions That CITIZENS BANK AUTO LOAN Notified All Credit Agencies That I Am Participating In a Payment Relief or Deferral Program, Recieving Modified Terms, or Credit Counseling Service, On One or More Of My Account or Loan.
When I File a Dispute As I Never Called or Requested Any such Type Of Relief Program Then XXXX New Accounts Review Department Came Of The Exect Words That CITIZENS BANK Notified On XX/XX/XXXX To XXXX Trade Line 5 That I Am Effected By Natural or Declair Digaster For Flood Related Relief Program Which Is Totally Unecceptable As I Bought A XXXX XXXX XXXX Through CITIZENS BANK AUTO LOAN And I Pay There Installement Always On Time or Before Time And I Dont Have Any Issue With Any Of The Creditors To Pay My Installement or Loan.
I Always Paying My Credit Card Bills And Auto Loan On Time or Before Time.
Then I Contacted CITIZENS BANK AUTO LOAN Supervisor / Manager On XXXX XXXX, XXXX. To Look Into This Matter Which Is Effecting My Credintials With Creditors And My Personal And My Family Life Because Of There Negligance. Then Sai We Informed We Open The Case ( XXXX ) Reference ( XXXX ) For You And Forward It To Office Of The Chairman So You Will Get A Call From Them In 24-48 Hours But No Body Called the I Contacted Them Again And Again As No Body From Office Of theChairman Offcice Called Till Now I am Writing This Complaint Of Fraud On My Credit Report. XXXX EST On XX/XX/XXXX.
So Please Look Into This Matter Which Is Effecting My Credintials To Creditors, My Personal And Family Life.
Thanking You, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX.
XXXX, NY XXXX.
XXXX : XXXX XXXX XXXX.
|
| 11/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
In XXXX XXXX 2017, I logged into my bank account to see about {$500.00} missing for transactions I did not make. I called Citizen 's to find out that someone had stolen my debit card information to purchase theme park tickets, movie tickets and more. They finally agreed to refund my money for these transactions, which took about a week, remind you, i did n't make these transactions, so why it took a week to get my own moeny back amazes me. Fast forward this SATURDAY in XX/XX/XXXX, I get a letter stating that citizen 's bank has decided one of the transactions in XX/XX/XXXX was VALID, and that they will deduct {$200.00} my account to pay back the vendor which is a theme park in Texas called XXXX XXXX XXXX. I live in CT. I 've never been to Texas. the documentation shows my name & agree, but an incorrect email address and the THIEVES names on all of the tickets! NOT MY NAME! I call up Citizen 's to be told, " well we sent you a letter and you never responded, so we can not help you. ". I kindly told them I did not receive ANY letter until this one, and this is NOT my transaction nor will pay for someone who committed an illegal act. XXXX XXXX from the eletronic banking department has told me 3 times now, including raising his voice at me, that THEY WILL NOT HELP MEm AND THIS TRANSACTION IS VALID! So again, let 's recap. I live in Ct, I 've never been to Texas nor do i know anyone in Texas. I 'm also XXXX. They 're telling me that this transaction is compltely valid and that i have to pay for these criminals to go to a theme park now. I asked how they protected me, as their client, in this situation.. " well the theme park has rights too. '' Fabulous, thank you so much Citizen 's Bank for once again screaming over your customer.
|
| 06/29/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Late or other fees
|
|
Web |
Older American, Servicemember |
|
I had a checking account with Citizens Bank that I opened in XXXX when my daughters were in College. My name and my daughters names were on the account. My account and my XXXX daughters account were joined in the sense that they had separate totals in their accounts as did I. When that account was opened supposedly I was told if the total amount in the accounts fell below {$20000.00} I would be charged fees. Since that account was opened, my daughters have withdrawn their funds and opened their own account with their now husbands. The last transaction being in XXXX. Since that point in time, I have received no bank statements from Citizens Bank and they have been charging me {$20.00} per month as a dormant fee because my total amount minus my daughters two accounts has fallen less than {$20000.00}. I have been charged {$1400.00} in dormant fees with no correspondence from Citizens Bank. This was an account that was liked to an Equity Line that I used to pay my Childrens College Tuition as well. My last child graduated from College in XXXX and the Equity Line has been paid off since XXXX. I had left more than {$17000.00} in that account which Citizens has been chipping away at with no correspondence at all. I found this all out when I happened to receive a text stating there had been fraudulent activity on my Citizens account. There was no fraudulent activity other than Citizens Bank taking ( stealing ) my money without notifying me. Their answer to me was when I opened this account back in XXXX I was told that there would be fees if the total amount fell below {$20000.00}. At XXXX my memory is just not that good. They stole my {$1400.00}. Is there any recourse? Thank you for your attention. I do not do online banking ever!
|
| 11/04/2023 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
Dear Sir- I have a Certificate of Deposit with Citizens Access banking with account no ending with XXXX.
I initiated closure of the CD, and transfer to an external bank more than a week ago, and the transfer was accepted by Citizens Access. However, even after a week, I show that the transfer process has not even begun.
Due to this, I am unable to cover a number of expenses, which is causing me a lot of stress.
This is not the first time this has happened. Several months ago, when I had to pay my son 's tuition fees for college, I closed this same CD and initiated an external transfer. Though the transfer was accepted online, the money was transferred. Back then, Citizens Bank called me after several days, saying there would be a penalty incurred. I had to tell them that their bank did not honor the transfer on time, due to which the transfer had to be done after the grace period.
The bank did not accept the explanation, and that resulted in me borrowing money from outside.
This bank does the same trick again, making it extremely difficult or impossible to get money out of my CD deposit. Right now, I need to pay my mortgage, but this bank 's actions, or lack thereof, are going to make it impossible for me to transfer my money.
I am not the only consumer who is facing issues with Citizens Access Bank. Several other consumers have voiced their frustration over eerily similar issues with this bank.
I request the authorities to investigate this case and also the bank 's practices that are causing stress to me and potentially to other consumers as well.
Please feel free to contact me in reply to this email or at my address or phone # below.
Thank you, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX MA XXXX XXXX XXXX
|
| 11/07/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem when making payments
|
|
Web |
|
|
In XXXX of XXXX, my personal loan from XXXX was sold to Citizen bank. A XXXX XXXX XXXX after the transition was completed i was notified via phone by Citizen bank that my account was sold to them and at that time i began paying my payments online. And to this date i have not received official letter from Citizen bank that my account was transferred to them. Since XXXX i have not received ANY statements from Citizen Bank, and i was unable to log in to my account online due to replacing my computer. And my personal calendar was removed, and i was dealing with my XXXX XXXX medical situation. On XX/XX/XXXX, i was notified by the Credit bureau that Citizen bank reported me as being late for XXXX XXXX. At that time i logged in immediately logged into the account and made all necessary payments, i never received any notification from Citizens, stating that they did not receive payment or that my account was over due. XX/XX/XXXX and XX/XX/XXXX i spent over XXXX XXXX on the phone, trying to figure out about my statements being mailed and trying to explain the situation, but i was being transferred from person to person and then finally i spoke to representative by the name of XXXX, who refused to transfer me to a XXXX and placed me on hold for XXXXXXXX XXXX. I am doing business with XXXX banks and never in my life was i treated like this.
Citizen should treat their customers with respect and kindness and create some connections with customers. Due to my personal situation, and not receiving any communication from Citizen bank about my account it is extremely difficult to get any answers from them. This is just unacceptable to receive such poor customer service. For XXXX XXXX i have not had any late payments with the credit bureau.
|
| 01/29/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
|
|
Web |
Servicemember |
|
I had fallen behind in my car payment and needed to catch up. It took me a few months, but in XXXX I finally paid my balance du in full on XX/XX/XXXX through Citizens bank online portal. The portal showed a {$0.00} balance due once I made the payment. I received my XXXX bill from CItizens bank and it showed no payments due in XXXX and no past due amount as well as no fees due. The bill showed all XXXX and a total payment due of XXXX. I went online to pay my regular XXXX payment and noticed that my monthly payment was significantly more than it typically is. I called citizens bank and spoke with XXXX ( not sure of spelling ). He wasn't sure what the reason was. He had me on hold while others tried to determine why. He eventually came back and stated that it was due to late fees. I told him about my XXXX bill and he agreed that he saw it had a {$0.00} due and then placed me on hold once again. HE came back with the same answer. I asked him to send me a copy of all the statements showing any late fees and then I asked to speak to a supervisor.
It was at this point that I reached XXXX XXXX who said he was out of the call center in PA. HE proceeded to tell me that I had 11 late fees over the life of the loan and that this was what the extra fees were for. I have had this car loan since XXXX and this is now XXXX. Why would they not appear on previous billing statements and all of a sudden appear on my XX/XX/XXXX bill when the previous two months show I had paid in full. This is not fair or being transparent. And it does not make any sense. Why show a XXXX payment due if there were payments due. I don't feel that I still owe any late payments. I feel it is only fair and honest that they stand by their own portal and statements.
|
| 07/17/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
I have an auto loan with Citizens Bank. I was late on two payments because of extreme hardship conditions. In my 14 year credit history, I have only these two late payments. In order for me to apply for apartments or loans to get a home, as I am a single mother of XXXX young kids, I asked them to remove/change the items on my report as a Goodwill adjustment. I called XX/XX/XXXX, and they sent me the attached letter, stating they investigated the issue ( not what I asked ), and because it is correct they can not remove the items as a goodwill gesture ( which in the case they were incorrect, this would not be a goodwill gesture, rather the legal thing to do ). They claim this is per FCRA regulations. I called the Consumer Finance Customer Service Department XX/XX/XXXX, and the gentleman put me on hold to see what he could do, then told me they can not remove late payments per FCRA law. He also told me, as did the person I spoke with XX/XX/XXXX, there was no one in any other positions I could speak to about this issue, nor was there anywhere I could send a goodwill letter to. On Citizens Bank website there is a credit repair page that even advises consumers who wish to repair their credit to contact creditors and ask for goodwill adjustments and/or write them a letter. I was a single parent, pregnant, homeless, and in a hopeless situation that I never hope to be in again. Otherwise, and in the future, I pay all my bills on time, and do not see why they will not take the time to listen to me, work with me, or even give me an opportunity to mend my issue. I paid both months that were late, including the late fees. I feel like they are not being forthcoming by using the FCRA regulations as an excuse for poor customer service.
|
| 04/01/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
|
|
Web |
Older American, Servicemember |
|
I have been trying for two years to get one document from Citizens Bank, a discharge notice on a home equity loan. It was originally taken out XX/XX/XXXX at the XXXX XXXX XXXX office of Citizens Bank XXXX, with a credit limit of {$50000.00} and filed with the XXXX XXXX ( XXXX ) Registry of Deeds on XX/XX/XXXX as Book XXXX pages XXXX. I need the document so I can declare the land is free from liens before we grant a neighbor an easement on part of our land. I began nearly two years ago trying to obtain this document from Citizens Bank ( which is supposed to be filed with XXXX XXXX XXXX XXXX, XXXX XXXX, because the property is in XXXX XXXX ). I first went to the XXXX XXXX office where I was told they don't handle that work in the branch office, but she gave me detailed instructions how to file the request by fax. I did, but waited several months without hearing from anyone. I then went to the XXXX XXXX office of Citizens, located in a XXXX XXXX XXXX supermarket. The took my information and told me not to worry, I would get it in the mail in 10 days or so. I didn't. I went back a few weeks later and spoke to another person, who went to so far as to call the office where they handled these documents. Again, she said, it would about 10 days and she would call me then. But she didn't call. I tried to reach her using the business card she gave me, but the phone number was not answered and attempts to e-mail her were unsuccessful..
I'm not sure when the XX/XX/XXXX home equity loan was paid off, but the XXXX XXXX XXXX XXXX shows a subsequent home equity loan for {$77000.00} from XXXX XXXX on XX/XX/XXXX, so I assume it was around that date.
Please help.
XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX h XXXX c XXXX XXXX
|
| 04/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Starting in XX/XX/XXXX my wife and I reached out to Franklin American Mortgage Company to get a loan modification. From that point until XX/XX/XXXX they continually pushed off a decision from the underwriter by asking for information that we had to provide. The items they wanted were items like Proof of Flood Insurance, Proof of Escrow Account, Proof of Home Owners Insurance. All of which are items that a ) they already have because they pay them, and b ) We had to contact them to get the proof the underwriter needs.
They in XX/XX/XXXX we were served by there law firm on a Friday night that they had started a foreclosure proceeding. We were never notified that the loan modification was denied. We received a letter 4 days later of such.
Subsequently, in XX/XX/XXXX the loan was sold by Franklin American Mortgage to Citizens Bank, NA.
In XXXX of XXXX I had a court conference with Citizens Bank. A loan modification was started.
In XXXX of XXXX Citizen Bank Home Loan and I were approved for a loan modification, which was approved for a trial period. The trial period was XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. During that period all payments were made ON-TIME, and in accordance to the loan modification.
I found out about the issue in XX/XX/XXXX. I noticed that from XX/XX/XXXX thru XX/XX/XXXX Citizen One Home Loans reported my payments as 120 days past due, when in fact they were not. When I spoke to Citizen Bank Home Loans, they agreed that this was an error. They removed how it was reported to NOT REPORTED. Recently I found that they changed it back to 120 DAYS LATE.
I have confirmation from both my bank and Citizen Bank Home Loan from at the time I made the payments that they were credited to my account properly.
|
| 04/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Starting in XX/XX/XXXX my wife and I reached out to Franklin American Mortgage Company to get a loan modification. From that point until XX/XX/XXXX they continually pushed off a decision from the underwriter by asking for information that we had to provide. The items they wanted were items like Proof of Flood Insurance, Proof of Escrow Account, Proof of Home Owners Insurance. All of which are items that a ) they already have because they pay them, and b ) We had to contact them to get the proof the underwriter needs.
They in XX/XX/XXXX we were served by there law firm on a Friday night that they had started a foreclosure proceeding. We were never notified that the loan modification was denied. We received a letter 4 days later of such.
Subsequently, in XX/XX/XXXX the loan was sold by Franklin American Mortgage to Citizens Bank, NA.
In XXXX of XXXX I had a court conference with Citizens Bank. A loan modification was started.
In XXXX of XXXX Citizen Bank Home Loan and I were approved for a loan modification, which was approved for a trial period. The trial period was XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. During that period all payments were made ON-TIME, and in accordance to the loan modification.
I found out about the issue in XX/XX/XXXX. I noticed that from XX/XX/XXXX thru XX/XX/XXXX Citizen One Home Loans reported my payments as 120 days past due, when in fact they were not. When I spoke to Citizen Bank Home Loans, they agreed that this was an error. They removed how it was reported to NOT REPORTED. Recently I found that they changed it back to 120 DAYS LATE.
I have confirmation from both my bank and Citizen Bank Home Loan from at the time I made the payments that they were credited to my account properly.
|
| 07/12/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
|
Web |
Servicemember |
|
We fell behind on our mortgage in XXXX due to hardship. Despite monthly attempts to CCO mortgage for forbearance, we received none. The representative, a XXXX XXXX XXXX from their collection department, repeatedly pressured my husband and I, XXXX, to short sale our property. Because we help over XXXX in equity, we found this repeated suggestion harassment. The In XXXX XXXX, we applied for of loan modification of our mortgage. We promptly provided all the required paper work, including a copy of my husbands XXXX and his XXXX XXXX statement reflecting his XXXX XXXX retirement income. XXXX XXXX then repeadedly called my husband requesting " the letter of permanent retirement income from XXXX ''. Despite My husband 's attempts to convince XXXX XXXX that this letter did not exist, XXXX XXXX continued to insist and to pressure us to short sale. In XXXX XXXX, XXXX XXXX closed and destroyed our loan re-modification application and our mortgage was then sent to forclosure. The day we recieved the notification, I promptly called XXXX XXXX supervisor and started a new application. Our paperwork arrived to CCO mortgage in 3 business days. We were accepted for an internal loan modification, however, we were charged between $ XXXX {$1000.00} to remove our loan from the foreclosure department. We agreed to this for fear of losing our home. We signed the loan agreement in XXXX of XXXX and have been on time with our mortgage payment since. My attempts to discover what exactly happened and how much we payed for the " forclosure Fee '' have been ignored. I know this practice was not legal and was another mortage company trick used to cheat consumers. We would like to recover this money and have it applied to the balance with interest.
|
| 01/06/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
|
|
Hello! I contacted you a few weeks back & unfortunately misplaced your number & pray I returned to the right place : ) In & @ 2017, My husband & I were fooling around with an online app ( if you will ) called XXXX, a third party money transfer addition just featured with XXXX XXXX at our local Citizens Bank on XXXX XXXX in XXXX County XXXX. I fiddled with this app for approximately 10 minutes, as my husband and I were just starting up a small business with our music and was curious what is was & how it worked, therefore ( think ) if I even did anything wrong ) typed in my childrens email address once or twice to see how it may have operated, yet unsure this is even accurate. Due to the fact, I knew my children would never opt to bank & /or take out receive any funds. Within the next week or two, and ever since ( 3 years later ) & after living at hospitals with our youngest son, sadly are bank has still completely failed us! In 2017, they notified my husband XXXX & I, that we were now out close to {$2000.00}! After many many attempts to resolve with them ( citizens bank ), they then began telling us our money was now at another bank, and then another bank! Knowing too what we were going through! After dozens of unsuccessful talks/attempts beyond, they still have not recovered our money, money that never moved a cent, from this original account ending in XXXX, that they then said is in our best interest to just close this long standing account of ours, after all that! Please notify us as to what we can do to receive our money back, as we so need or, and what you feel the direction is we can take in this matter. GODBless & Happy, Healthy XXXX XXXX! XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX & /orXXXX ( XXXX XXXX XXXX.
|
| 09/01/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Personal line of credit
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Older American |
|
Citizen Bank merged with XXXX in XXXX of 2022 where the merge was done in a rush and Citizen Bank was not internally ready for the act. Citizen never provided statements or new loan numbers nor trained any XXXX staffs at branches about their internal banking systems to provide a clear and accurate information about my persona line information. Every time I went to the branch, I had to sit with the previous XXXX staffs to call Citizen bank customer service and would took over an hour or two hours, and still couldn't get an answer about how and what to pay on my personal line, not even an account number was provided until months later of the merge. However, Citizens had reported to credit bureaus on my credit that I did not make payment for extensive time. I am a XXXX XXXX XXXX person so making it to branches to understand what the new bank system are very hard. It was a very complex and confusing internal banking system they have with my personal line, checking and savings accounts. I did make payment on the loans eventually after XXXX staffs are better trained with citizen bank system and able to help me right away without needing me to sit there for hours to call customer service for answer. It is not fair that citizen bank created chaos for customers on their merge with XXXX and resulting customers not able to make payment for the loan due to lack of loan information and could not understand complex of their banking system. It is not fair that Citizen Bank reported for loan delinquency to credit bureaus hurting my credit score significantly. I have tried to communicate with Citizen bank on my own but they refuse to admit to their own insufficiency on merge and resulting in my non-payment and hurting my credit.
|
| 10/03/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I attempted to get a loan for an XXXX. There was a system a error an app did not go through. I went to the highest office in the company to get Inq removed. Because I never Authorized. The company has not record of my personal information, I was never sent and Adverse action letter. They are supposed to keep for 2 years. Yet they still use their power to obstruct me from getting INQ removed from the XXXX credit report.
The CEO asst told me specifically they could not find an application or any information but in the same breathe refuse to remove the INQ. They either are lying or committing fraud. Or they are not keeping proper records which is against the law.
This is the email I sent to the company : Good Morning, I am writing because i am getting no where with your company. I am prepared to write the CFPB and possibly get a lawyer involved here. I would rather deal with you.
And Inquiry was placed on my credit report after you had a system error which caused an application to not be processed. I have all this information. Plus you have record of an error. I want the inquiry removed. Your system produced and error. No credit should have been pulled. I attached all the proof no application was processed.
This is a simple fix but XXXX says i need to go through you. All you have to do i fill out an credit bureau alter.
I am asking that you do the right thing a remove the inquiry.
But most of your customer service people have been rude and dismissive. I am willing to take any action within my legal authority to make sure under the laws of FCRA my credit is reported accurately. Your system made a mistake. If there is an error no app was processed no credit should have been pulled. Please respond a.s.a.p.
|
| 05/08/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
XXXX XXXX - received pre-approval for the amount of $ XXXX from Citizens Bank board a mortgage we wished to purchase. Th e Purchase price of th e house was $ XXXX ; we were paying the balance in cash. XXXX XXXX - entered P & S o n house for amount above putting down $ XXXX earnest money. Began formal application process with Citizens Ba nk for $ XXXX . Closing date was XXXX XXXX XXXX . XXXX XXXX XXXX - supplied information to Citizens Bank as requested, but requests become more difficult to furnish and understand as they required explanations that were never satisfactory though we were not informed what the issue was. XXXX XXXX XXXX - Citizens Bank d id not meet its commitment to issue the loan causing us to lose our $ XXXX earnest money. Evidence of assets, sufficient availability of cash for closing and wherewithal to make mortgage payments were furnished. XXXX XXXX XXXX - received via USPS a Statement of Credit Denial, stating we were denied the loan due to " Insufficient Assets or Cash ''. Note we had both sufficient funds and cash to close the deal, which has been attested to by our realtor, personal banker and attorney. Note : First of all th e credit was not denied. We never received any credit denial notice. In fact, after the closing date had past, they continued to try to extend us credit. Second, there was no insufficiency of cash. We had ample cash resources to close without the loan. Third, the statements are false and clearly negative and will raise questions for any future loan transaction. Insurers also check my credit and set rates accordingly and could increase rates for such things as lack of cash.
|
| 01/17/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
BREACH OF TRUST, CONFIDENTIALITY, AND SECURITY On XX/XX/XXXX my husband and I saw XXXX at Citizens Bank, XXXX XXXX XXXX, XXXX, NH XXXX. We needed to make adjustments to our online banking. We each have a checking account and a credit card. We no longer require access to each others accounts. XXXX told us these changes would take effect the following day.
Next day we logged in. We can now see each others accounts but not our own.
When I called the banks main office I could not speak to a representative by giving the last four digits of my SSN. I had to give the last four digits of my husbands SSN. He called in to Citizens to pick up forms for signing.
XXXX had told me on the phone that I needed to change my logon and/or password but refused to talk me through the procedure. XXXX the manager did talk me through it. I changed my password but it did not solve the problem. She said the accounts got mixed up by the person who opened the accounts in the first place. I find this hard to believe. My account was opened in about XXXX of XXXX. How did this error go unnoticed all this time?
Today, XX/XX/XXXX, the problem has not been resolved. I can not check balances, transfer money, pay bills, stop a check, or do any other banking online. I cant see if there has been a fraudulent transaction.
We do not know if our debit and credit cards work.
XXXX handwriting is an untidy scrawl. He made mistakes with figures on the forms and missed details. He has been extremely unhelpful and was surly to my husband.
Most distressing of all is that when I logged in this morning, XX/XX/XXXX, to find nothing had been resolved, the first thing I saw was my husbands checking account summary, with a transaction I should not have seen.
|
| 09/21/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
Citizens Bank advertising a promotion for a {$200.00} bonus for opening a checking account, requiring within 90 days a direct deposit of {$500.00}. Opened account online through the bonus link on XX/XX/2018, and completed direct deposit of {$500.00} to account on XX/XX/2018. The deposit was reflected in my account as a Direct Deposit. I asked an teller at the Citizens Bank located on XXXX XXXX in XXXX, MA on theXX/XX/XXXX, if a direct deposit transfer was a qualifying transfer and was told it was qualifying and in they had down so themselves. I contacted customer service by phone XX/XX/2018, to check status of bonus since was supposed to appear within 90 days, was told it would be the following week. Contacted customer service on XX/XX/2018 the 90 day mark and was told bonus would appear by the XXXX, nothing appeared. Called customer service XX/XX/2018, was first told it was XXXX business days ( promotion flyer does not state this ) call was lost and I called back. Talked to another representative who was polite and helpful and called another department and was told my Deposit did not qualify because it was not from an employer.While the flyer does mention an employer deposit as one type of Direct Deposit it was not the sole one, this coupled the I was assured by an agent that my direct deposit would qualify and at no time when speaking to agents on previous calls was I informed I would not qualify for the bonus, only that it would post soon. {$500.00} is a lot for me and I left untouched for entire summer under the belief I would receive the bonus. I had intended to use this account because Citizens Bank has a strong presence in XXXX XXXX, but now believe I got a run around and fell for a deceptive enticement.
|
| 11/29/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
Citizens Bank - refinancing of equity loanI was notified by bank that my existing equity loan was about to expire. after check alternative sources - I was encourage to simply refinance the loan through the local Branch ( XXXX XXXX, XXXX XXXX ) After submitted all necessary documents the loan was approve by their Mortgage Dept in XXXX XXXX? I had a closing and signed all requested documents - the loan was posted with the new balance available .. now after month+ ( I had drawn no additional funds but made several payments to the equity loan - now they have screwed up now asking for more documents? the local branch called and stated the want a copy wife 's original death certificate - Although I had already furnished it originally - I called the local funeral parlor and they went to the town hall got another certifified and delivered it to the branch personally - now they apparently want more documents - my equity on- line shows XXXX balance available - and even does n't show my equity payments I made through interbank transfers - I have over 15 years experience with never a late charge and both Citizens business and personal accounts .. my credit rating is and has always been excellent with a XXXX + rating - I have always been prudent with my finances and managed them appropriately - I 'm now in XXXX and likely what ever they might need now is in my home in XXXX XXXX - I think they apparently screwed up internally and if additional documents or information was needed - they should have gotten it prior to approval and closing - not now burdening me from a distance with their incompetence - and now without access to their approved equity loan!
my Address in XXXX is XXXX XXXX XXXX # XXXX, XXXX, XXXX XXXX cell XXXX
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| 03/28/2022 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
Older American, Servicemember |
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I NOTICED IN XXXX OF LAST YEAR THAT CITIZEN BANK WAS TAKING MY FUNDS FROM MY ACCOUNTS BY ACTIVATING CHECKING ACCOUNTS ON THEM. TWO WERE SAVING ACCOUNTS AND ANOTHER ONE WAS ON MY TERMINALLY ILL DAUGHTER SOCIAL SECURITY ACCOUNT WHICH I AM HER GUARDIAN, AND THE ACCOUNT IS IN MY NAME. SHE HAS NEVER BEEN ABLE TO DO ANY THING SUCH AS PAY BILL ALL HER LIFE.THE ALSO PUT {$410.00} ON A CREDIT CARD THAT I ONLY USED FOR XXXX. I TRIED TO SHOW THEM AT THE BANK BECAUSE I SAW IT AS SOON AS THEY DID IT BUT NOBODY WOULD DO A THING TO STOP IT. THEY JUST KEEP ADDING ON TO IT UNTIL IT WAS {$640.00} WHEN I GAVE THEM THE MONEY TO MAKE THEM STOP, BUT THAT DIDNT STOP THEM TWO DAYS LATER THEY SENT ME A BILL FOR {>= $1,000,000}. WHICH {$6600.00} WAS PAST ON THE CREDIT CARD THAT I HAD JUST PAID OFF, WHICH THEY HAD OVER CHARGED ME FOR. THEY LEAVE THREATING CALLS ON MY LAND LINE PHONE AND HAVE MESSED IT UP SO THAT YOU CAN NOT LEAVE A MESSAGE AND THE MESSAGES THEY LEAVE ERASE AFTER ONE PLAY, THEY MESSED UP MY TWO CELL PHONES SO THAT I COULD NOT USE THEM. THE ALSO HACKED MY COMPUTER AND PRINTED UP EVERYTHING IN MY MAIL BOX FOR ME TO UNSUBSCRIBE FROM THEM. I NEVER INVITED THE INTO MY COMPUTER. THEY CAUSE TROUBLE BY CAUSEING ME TO HAVE TO CHANG MY DEBIT CARD THREE TIMES AND CHANGE MY PIN NUMBER SIX TIMES IN LESS THAN TWO MONTHS THEY KEEP TRYING TO SIGN ME UP FOR LOANS OR REFINANCE THE MORGAGE. THEY WILL NOT CLOSE MY ACCOUNTS EVEN THOUGH THEY HAVE ASKED A LOT OF TIMES BY ME AND BY THEIR OWN BANK MANAGERS. I HAVE TOLD THEM I DONT WANT ANYTHING FROM THE, NO STATEMENTS, NO DEALS NO OFFERS JUST TO LEAVE ME ALONE THEY DO WHATEVER THEY WANT. TO DO. I WOULD NOT TRUST THEM FOR A LOAN ON A DOG HOUSE. THEY GET INTO EVERYTHING THEY CAN TO CAUSE TROUBLE.
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| 10/15/2021 |
Yes |
- Checking or savings account
- Other banking product or service
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
Older American |
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Citizens Bank is my bank for all my financial needs. I have 2 checking accounts, several savings accounts and my first and home equity mortgages as well. I have been a dedicated customer for 23 years. On XX/XX/2021, I transferred {$10000.00} to my checking account from my savings, to make a {$10000.00} payment toward my home equity loan scheduled for XX/XX/XXXX. On XX/XX/XXXX, Citizens One, who handles my home equity loan took 2 {$10000.00} payments instead of one. This created a snowball effect with my checking account, activating my {$2000.00} overdraft protection, and charging {$37.00} per check for other checks that have since cleared ( I see that they have credited my account for 2 fees for a total of {$74.00}. ) I called Citizens One, and they told me they found the error in duplicate payments, and assigned a case number # XXXX. They told me it would take 3 -4 business days to get my money back!! This is a ridiculous solution, as all transactions were done through the same bank..Citizens!!! I tried to access my other accounts through my debit card, and although I still have over {$42000.00} in my savings account, the bank would not let me access my funds, because of the huge overdraft!! I called customer service again in regards to my checking account, and the representative suggested I deposit {$2000.00} for my overdraft protection, so that my other pending checks would be covered, as Citizens Bank refused to rectify my account sooner. ( Their mistake made my account over {$5000.00} overdrawn!! ) This is not just a mistake, it is grand larceny!! I am furious, and more than inconvenienced. I have a contractor doing work in my home and wants to get paid in cash!! This mistake has cost me in so many ways.
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| 01/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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When our HELOC with Citizens aged out, the bank solicited us for many months by mail to try a different loan product. It was not called a mortgage, but it turned out to be a mortgage. Because of the pandemic ( I assumed ), it took SEVEN MONTHS for the bank to get the paperwork together to complete the loan. This mortgage has then been in computer chaos since it began in XX/XX/2021. I have talked to the bank by phone many, many times, always assured everything is, or will be, fixed. I can not see my loan online, can not see payments, problems, etc. No one knows why? We have NEVER been in the position to not-pay our mortgage, but our Auto payments were not registered, or get stuck " in suspension. '' At times I see no money coming out of my paying account monthly, yet the bank worker insists she sees the money paid and " in suspension, we are just waiting for it to be released, just wait a few more days. '' The loan was originated in their " Loss Mitigation Dept, '' although >>we have never missed a loan or mortgage payment<< with them before, and the procedures for interacting with this department are very insulting *Wait times on the phone are consistently one hour or more, I have waited that long quite a few times* but this is not manageable anymore at my job, so the bank is unreachable by phone! Then I am told auto pay is set for the wrong amount, so our payment is rejected most months. The bank promised to fix this *for 6 months or more* but nothing has improved. I get letters saying I am in default, but then am told it is on auto-pay, why am I trying to pay again? The bank has destroyed my credit score so we are unable to apply for a replacement loan at any other bank -- we are literally being held XXXX.
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| 02/03/2018 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
Older American |
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I asked CitizensBank, through their email system, to close my account in XX/XX/XXXX ( XX/XX/XXXX ). They acknowledged my message and I thought that my account was closed. The account number is XXXX.
I subsequently received a notice that my account was overdrawn, due apparently to items being presented against the account ( an ACH item from XXXX ) after I asked that it be closed. The amount OD was for the item and OD fees. I sent them a transfer to cover the overdrawn amount and bring the balance to XXXX. They said again that they would close my account if I did this. So I assumed again that the account was closed.
I attempted again to get XXXX to cancel the ACH draft for an insurance policy ( I do not own the policy, it was for the daughter of someone I lived with for 22 years ). The agent that sold me the policy has long since moved on from the company. I do not have the policy number, since my ex has all that.
A few weeks go by and I receive another notice my account is overdrawn {$9.00}. The amount OD represents only fees charged by Citizens for returning the XXXX ACH. I contacted the Bank again, spoke with them, received a voice mail message later that they had resolved the problem. I did not pay them the {$9.00}. They were going to reverse that.
I received letter dtd XX/XX/XXXX that my account is now overdrawn {$19.00}. They simply refuse to close the account, continue these charges each month for returning an ACH item that I can not cancel, and which they do not pay.
This is an incredibly abusive practice. I paid them the first time they failed to close the account, but having been assured by a supervisor that the account would be closed after that, I am not paying these people {$19.00} more.
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| 08/11/2021 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Company closed your account
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Web |
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I opened an account with Citizens Bank on XX/XX/XXXX with an account opening bonus of {$300.00} with a direct deposit of {$500.00} or more within the first 60 days of opening the account. I had a direct deposit of {$510.00} to the account on XX/XX/XXXX ( 38 days after account opening ) and never received the bonus. I called them on XX/XX/XXXX to enquire about bonus and why I hadn't received it. The customer service representative verified my information and told me he would check with the marketing department and put me on hold. When he came back from hold he hung up on me. When I called back immediately after I got a different customer service representative and after repeating what I told the previous customer service representative, the customer service representative told me my account had been closed because of a XXXX balance. The customer representative first said that the account could be closed if there was a XXXX balance for 60 days. Then when I told him I hadn't had a XXXX balance for 60 days he changed it to 35 days and then again changed it to 7 days. I never received any communication about this nor did I ever receive anything saying my account had been closed. Additionally less than 5 minutes before my second phone call, the previous customer representative had verified my account information and hadn't said my account was closed. The second customer representative also proceeded to hang up on me. I called a third time and was told I would be transferred to a 'bonus ' department that the previous customer services reps never mentioned. Instead I was transferred to the loan department and had to end the call. Every time I try calling their customer service representatives they hang up on me.
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| 04/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Citizens Bank has been non-responsive to significantly large errors estimating property tax escrow on our new home loan. We have received 3 different notices from Citizens with 3 different amounts about our monthly mortgage loan payment as well as different information about whether our loan is a non-escrow loan or an escrow loan. Citizens Bank is using an annual tax amount of {$6400.00} ( escrow of {$530.00} per month ). This amount is wrong and more than twice as much as it ought to be.
Our home is in an unincorporated rural area outside the city limits of XXXX, NC. It is subject to XXXX XXXX taxes only. The XXXX XXXX tax rate for XXXX XXXX ( XX/XX/XXXX to XX/XX/XXXX ) is 0.4850 ( XXXX cents per {$100.00} value ) and the XXXX tax rate is not yet determined. XXXX XXXX just completed a countywide revaluation which will likely mean a lower XXXX tax rate. But, assuming the XXXX XXXX XXXX tax rate remains unchanged, then the XXXX property tax on our home would be the assessed value of {$630000.00} times the tax rate of .00485 or {$3000.00} ( Please see attachments ).
Citizens Bank is collecting {$530.00} per month for tax escrow when the monthly amount ought to be {$250.00}. This is grossly unfair to me and is putting an unnecessary burden on my family finances.
I have placed numerous phone calls with Citizens Bank 's tax and escrow departments, as well as with the loan originator and loan processor. They all say there is nothing they can do and point to another department or each other and try to deflect the problem at someone else.
I sent a certified letter to XXXX XXXX XXXX XXXX, Chairman & Chief Executive Officer of Citizens Bank in Rhode Island which he received Monday, XX/XX/XXXX. NO RESPONSE!
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| 01/07/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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Pursuant to 12 CFR 1024.36, I am submitting this qualified written request for a clarification and adjustment in accounting records. Please address items one through seven independently.
1. {$24000.00} was due to the XXXX XXXX Collector as of XXXX. This amount was paid by XXXX XXXX Citizens Bank. XXXX added in a balance {$31000.00} to XXXX account # XXXX for tax expenses. The tax adjustment was {$6900.00} more than the actual tax amount.
2. The loan modification executed for loan # XXXX on XXXX ( ex B ) shows that {$4400.00} was recapitalized to pay delinquent taxes to the XXXX XXXX collector. This amount should have been deducted from the {$24000.00} gross amount due.
3. The deferment amount of {$31000.00} listed on the loan modification ( ex B ) was established to cover taxes due for the XXXX XXXX Collector. After the loan modification was executed, the servicing rights were transferred to XXXX XXXX XXXX ( XXXX ). XXXX has acknowledged that the {$31000.00} was set for deferment of the delinquent taxes.
4. The escrow statement for 2015 shows a negative escrow balance of {$1400.00}. This figure does not match any of the figures represented in previous escrow statements.
5. Per the attached ledger, {$1800.00} & {$130.00} were adjusted prior to the loan modification, so the {$2000.00} was recapitalized within the modification figures. This amount should have been adjusted off the {$24000.00} tax amount due.
6. In total {$13000.00} in accounting errors exist. The total amount added to the XXXX loan should have been {$18000.00}.
7. The deferment of {$31000.00} gross amount needs to adjust as well to the {$18000.00}. That deferment needs to be applied to either the XXXX or the modified loan, not both.
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| 10/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was economically impacted by public health measures taken in response to the Coronavirus Pandemic. In addition to losing income, I was delayed by about a year in my ability to get required approval from my COA to rent my condo. I took advantage of my mortgage servicer 's Covid forbearance program in XX/XX/XXXX.
Since XX/XX/XXXX, I have been requesting a loan modification in the hopes that 1 ) the payment would be lowered and 2 ) the balance accrued during the forbearance would be added to the back of the loan.
In response to my request for a loan modification, I was sent paper Mortgage Assistance Application which I completed and uploaded to the Loan Solution Center on XX/XX/XXXX along with required documentation. I called on XX/XX/XXXX to follow up and was told the review process would be about 45 days. I followed up in XXXX via phone only to be told that I hadn't applied for a loan mod but they would grant me a deferment. Since then, it has been an endless loop of me requesting a loan modification, Citizens Bank saying " ok '', me following up and Citizens pretending I had neve requested a loan mod but offering a deferment. I sent a loan mod request in writing on XX/XX/XXXX. Today, they told me they can't see it because the loansolutioncenter.com is " backed up. '' I am beyond frustrated and I want to preserve the recordings of phone calls I have made to them, if they are recorded. I also want to be reviewed for a loan mod. Today they told me it would take 8 months for them to get a decision on a loan mod. However, they still won't admit I had uploaded a request for a loan modification but did provide an email where I could send my materials. They continue to pressure me to accept the deferment.
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| 07/15/2020 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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Hi received marketing material from citizens bank about a cash bonus offer of XXXX if I fulfilled requirements - XXXX XXXX direct deposit within 60 days from account opening. The account would need to remain in good standing. I opened the account in XXXX of XXXX. My direct deposit went into the account on or around XX/XX/XXXX. I believe I added the promo code to the account opening application at the time but I had issues with the site. The site was also advertising the bonus at the time i wasnt too concerned but to be safe I also followed up with citizens after I opened the account to ensure the offer was attached to the application. I was told it was. On or around XX/XX/XXXX ( approx ) I fulfilled the direct deposit / offer requirements.
I contacted citizens several times and was told the cash bonus would be paid XX/XX/XXXX. I sent several emails and even provided them with the code because I saved the marketing flyer. I spoke to a manager who then had it forwarded to a research team. The woman emailed me and mentioned that she would get back to me in 24-48 hours but I never heard from her again. I followed up via email. Nothing. I reached out several times but at this point it is beyond my comprehension how a bank can advertise like this and then make it so difficult to receive the promotion after fulfilling the requirements. Please address this. Hopefully it is not happening with others.
I Reached out XX/XX/XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX The code for the promo was provided and a rep on XX/XX/XXXX said it was good. I took a look at my notes and old mail.
I believe this is the code below. It was one or the other. I cant remember but the mailer I have shows the first one below.
XXXX XXXX
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| 12/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I have been trying to end my mortgage forebearance program with Citizens Bank since last summer. I have requested, multiple times, including in XXXX with XXXX XXXX in the corporate complaint resolution department, to have the amount in forebearance ( approx {$19000.00} ) added to the end of the existing loan in a non interest bearing account, EXACTLY as described in the attached letter I received from Citizens Bank. That is not what happened. Instead Citizens decided, without my permission, to modify the loan ; they created a XXXX 30 year loan with a much higher monthly payment than I had been paying. I specifically told XXXX XXXX in phone calls on XX/XX/XXXX and XXXX that I absolutely did NOT want to modify the loan..,. I wanted the option they had offered me ( see attached letter ) to add the balance to the end of the XXXX loan! We can not afford to make the new monthly payment I was informed of yesterday. Citizens has been impossible to communicate with and has now not responded to multiple phone calls and emails to the corporate office to resolve this matter.
In the meantime, I have paid the monthly payment shown in the attached letter, {$1000.00} over the past XXXX months. When I tried to pay that amount on line in XXXX, I could not do that at the Citzens Bank website... I am assuming because they chose to close that loan without my approval.
I would like to make clear ... my XXXX and I have outstanding credit ratings and have multiple mortgages on rental properties with other banks. We have NEVER been late on any mortgage payment and only want to get back to making our usual mortgage payments with Citizens Bank. We have not had any problems ending the forebearance program with any other bank.
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| 06/15/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
Older American, Servicemember |
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I am XXXX XXXX XXXX. I had accounts with XXXX, all of which were transferred in XX/XX/2022 to Citizens Bank. Citizens doesn't have any branches in the state where I now live. I can't get through by telephone to the numbers listed on the Citizens website.
I have other accounts with Bank of America. I use the Citizens checking account only to receive my Social Security by direct deposit.
I made a mistake and overdrafted my checking account by {$29.00} on XX/XX/2022. I learned of this because I receive automatic emails for every transaction. I immediately opened my computer to look at my checking account. I saw that there was a {$12.00} charge to cover the check and that my checking account indicated a negative balance of ( XXXX ). I immediately deposited {$50.00} into my checking account, which then read a positive balance of {$38.00}. However, there is now a balance owing of {$29.00} on the overdraft credit line that the bank set up automatically.
I went to the overdraft on my computer. There is no way for me to make a payment to clear it. I've gone through agony with this bank. I can't reach anyone by phone. I can't work computers. I've repeatedly called. I am now at a loss as to what to do. The overdraft is accruing a 17 % interest charge. I am also worried that the bank is charging {$12.00} per/day as a surcharge because the " new customer '' instructions indicated that {$12.00} would be accrued daily until an overdraft is cleared.
It is incredible that I can't reach anyone by phone. The waiting time is over 1 hour. I am a XXXX XXXX XXXX patient and can't take this pressure ( XXXX XXXXXXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ).
Thank you for acknowledging receipt of this complaint.
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| 10/12/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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Good Afternoon, After attempting to seek restitution of funds through the bank system directly and through a complaint filed with the Office of the Comptroller, I'm hoping you will be able to help me. An aide in my local senator 's office suggested I try filing this complaint to see if it would help.
On XX/XX/XXXX, a check I had mailed to pay town taxes was forged and cashed after being stolen from a post office mailbox and altered to change the payee and the signature. It was clearly a forgery and a tampered check. I did not realize this happened until XX/XX/XXXX when the taxes on my home were delinquent and I faced a tax sale situation as a result. I contacted the bank immediately. While I was hopeful at first and a local bank manager was also optimistic, the end result was denial of my claim for the {$6200.00} stolen from my account. Ever since, I have been trying to find a way to be able to retrieve the funds from Citizens Bank. I have a police report and other notes as part of the request. I filed complaints with Citizens directly as high as I could go in the Office of the Chairman. I contacted my senator 's office and others for assistance. Repeatedly, I have been informed that they are only obligated to act on the forgery if discovered within 30 days. While I understand they may be within the law to deny my request, I'm still distraught over losing {$6200.00}. Last winter was a particularly busy and uncertain time and I just can't believe Citizens bank is applying and flexibility with customers. The end result may be that I and a few other friends and family close all accounts with Citizens but I continue to hope I might find a resolution. Thank you in advance for any help you can provide.
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| 10/03/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XX/XX/, I was notified by XXXX that my Citizens Bank Retail Loan, was reported delinquent by 30+ days. I attempted to log into my account, which normally doesn't work due to systematic issues, my Auto-Pay was Enrolled, my Paperless Statements were turned Off, and my contact information was current. I contact my bank who confirmed no attempt to pull transaction was made. I contact the Creditor immediately the next day, on representative claimed they " emailed me a notice about my outstanding debt '' when I asked why they would email me if I have paperless disabled and to furnish a DNS report showing they emailed me since no paper statement was received, no phone call, no notice app, they couldn't send one.
I spoke with XXXX XXXX from the Chairmans office and filed multiple disputes with XXXX. They then marked me 30+ days late on XX/XX/ when my due date was XXXX XXXX XXXX I disputed yet again, they fixed my XXXX remark, temporarily removed my late payment in XXXX.
XXXX XXXX my account some how magically went back to paperless after 2 months of Citizens saying they corrected the account. Citizens furnished a document stating there was in fact no banking error on their end, however have yet to furnish ANY proof of notice to collect a debt, couldn't explain as to why my payment didn't pull, nor why my account was switched to Paperless without my authorization.
This remark has marked my credit by 70+ points negative and no explanation as to why other then " you missed a payment '' despite my account being on file and not pulling, and being able to prove tot them that their is a systematic issue which is why my account has repeatedly switched to Paperless with out my authorization at any point.
|
| 10/11/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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Ive made three prior complaints about this matter they lied about the opening checking account you receive a XXXX or bonus with direct deposit I did all that they broke down my direct deposits in two different payments so it would be less than {$500.00} so that way they could get out of giving me the bonus Then upon that my debit card my bag my phone was all stolen they use my phone to gain access to my checking account change my pin number use my ATM card to make purchases online and drain my bank account about XXXX bucks his company refuses to give me my {$500.00} back they say that it didnt happen but yet the funny thing is is I just received a letter today stating that their investigation was finished and they did in fact find out that fraud was involved and they granted me a payment of {$280.00} for some of the charges on there but there still standing at the ATM withdrawal was not fraud so I would like to get them to explain to me how that works The representative from the bank called me one time left me a message his voicemail says XXXX get back to you within 48 hours Ive called him seven times he will not return my phone calls its almost like they wanted to make it look like they made contact but in return they didnt really want to make contact because I cant get no calls return Im asking if something be done with this bank Ive gone through XXXX Ive gone through different web searches and see that they do this to a lot of people and they cant just be like oh I have high morals and values and I promise you I will die on this hill I will go forward with civil proceedings or whatever I have to do to get my money Im including pictures of the deposits and a picture of the police report number
|
| 10/12/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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On XX/XX/XXXX XXXX took XXXX in XXXX separate withdrawals form my account. I immediately went through XXXX and showed them how the payment was not due until XX/XX/XXXX. XXXX deposited XXXX back into my account on XX/XX/XXXX.
Also on XX/XX/XXXX Afterpay took two XXXX withdrawals from my account. That same day after I spoke with them, they deposited XXXX back into my account because Ive returned the product and they werent supposed to take those payments. The XXXX includes a past payment of XXXX that I already made. Citizens bank has charged me at this point over XXXX in overdraft fees. These were unauthorized charges and the companies directly out the money back. They kept saying that they charged me for daily overdraft fees for the time from XXXX until XX/XX/XXXX when XXXX out the money back. Then they also charged me overdraft fees for the transactions I made after that when they are supposed to adjust the transactions correctly because I supposed to have had money in my account at that time before the unauthorized withdrawals that were later our back by the company occurred. Im already in a class action lawsuit against them for overdraft charges and this shows exactly why. My check deposits tomorrow and theyre taking most of my money fraudulently because I didnt overdraft those were unauthorized charges that were paid back by the companies. Please assist me in getting my money and account correct so I can leave this bank. Ive spent a total of XXXX hours on the phone talking to reps and managers until they just hang up on me and absolutely refuse to fix my account. Yesterday they refunded XXXX in fees and I wake up today and they charged XXXX again. They will charge another XXXX tomorrow.
|
| 05/10/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XXXX XXXX , XXXX , my wife and I closed on a property purchased, with a mortgage approved by Citizens Bank. Up to that date, there was a line item of " adjustments and other credits '' of {$2500.00} for numerous documents we received from the bank since last XXXX . On XXXX XXXX , I noticed the {$2500.00} credit was removed, and I had to pay @ the closing the additional {$2500.00}. When I spoke to the representative that day who had worked with me since the application was submitted, he told me if I did n't pay the additional {$2500.00}, the loan could not be closed, and a new application would have to be submitted. On numerous dates following XXXX XXXX , I submitted documentation to Citizens and they never provided a satisfactory explanation of why I would not receive the credit adjustment. I was told such things " We thought you provided the seller {$2500.00} as a down payment '', " there was no record of a deposit made of {$2500.00} prior to the closing ''. The Citizens Bank mortgage representative knew there was never a deposit since we provided routinely all deposits made which were earmarked for the closing. I faxed documents to Citizens Bank in XXXX XXXX , and again in XXXX , XXXX Finally, another Citizens representative, who told me to fax all documents for their review, left me a voice mail on XXXX XXXX , XXXX in response to my fax on XXXX XXXX , XXXX @ my office saying that she was referring my complaint to the office of the Chairman, and I 'd receive a response with in 3 business days. I never did receive such a response. I am attaching documentation, sent previously to Citizens Bank which supports the costs and credits represented.
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| 01/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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In XXXX I submitted the following claim : I experienced an extremely poor customer service from Citizens Bank. First, I had troubles setting up an auto draft payment at all. I called several times ahead the payment due date to make sure it is confirmed and I was told over the phone that it was, but then two days ahead of payment I received a letter it was cancelled ( even though I got a verbal confirmation that I'm all set ). Second, I was finally able to set up an auto draft for my mortgage in the amount of {$3900.00} that covers my monthly payments and set the payment date for XXXX. The payment came through yesterday, but then I saw that Citizens Mortgage also charged me another amount of {$2600.00}. I called today both Citizens Checking and Citizens Mortgage and no one was able to explain neither who authorized this payment nor where it went to. My mortgage was in fact adjusted for {$3900.00} but not for {$2600.00} I'm attaching snapshots from Citizens Bank Deposit account where you can see two charges withdrawn by Citizens Mortgage and a snapshot from Citizens Mortgage where you can see that only the payment of {$3900.00} was account for.
The company responded to CFPB but has not resolved the issue.
Citizens mortgage has again withdrawn money from my account without permission for unidentified amount of - {$2600.00}.
I request the refund immediately.
Let me also project what's going to happen over the next couple of days. I had set aside amount of money for my actual mortgage payment which is XXXX, but now ( because of the unauthorized withdrawal ) there is not enough money on my account. How will my XX/XX/XXXX mortgage payment be covered?
Also, my questions were not answered.
|
| 03/16/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Older American |
|
I have continual complaint of excess interest charges by citizens one bank and my auto loan. That was issue this recent complaint and Ive complained to the bank more than once. NOW Im trying to jusy pay off the loan and they wont let me pay it off ... proof they continue to bilk me for interest.
XXXX XXXX AGAIN handling my complaint same as last year you will get reply from her according to her BUT she had just called me and hung up in my face.. RUDE NASTY and never addressed any actual issue or the fact they KNOW I want to pay off the loan I dont want to do buisines with this corrupt bank. XXXX hung up in my face they have the recording too she said she was fgoing to give me the pay off amount and NEVER did. she said she was going to correct the now additional interest due to their own negligence and obviously that was never done either.. This bank is not allowing me to PAY OFF THE LOAN. Ive informed them since the XXXX XX/XX/2021 I dont want to do business with this XXXX bank and I cant get anyone on any phone or website contact there is NO customer service now they are telling me conflicting information.. they said I could pay with a credit card and transfered me then im on hold still XXXX at night prior saying he couldnt take credit card payment???? XXXX cut me off so I couldnt pay off the loan now anyone I happen to get on phone is unable to take payment??? intersst continues to accrue and I cant pay off the loan because they wont let me!! its one thing after another with this XXXX bank. no one has addressed any of my concerns either this XXXX keeps making same lame excuses that are not accurate at all as I informed original complaint.. NOW they are not letting me pay off the loan!!
|
| 10/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American, Servicemember |
|
My Citizens bank check # XXXX dated XX/XX/XXXX for {$9.00} was stolen out of mail and forged for {$900.00} and cashed at XXXXXXXX XXXX Citizens then processed and paid the check to XXXX. I discovered this while reconciling my bank account on XX/XX/XXXX & immediately called Citizens and reported it, claim # XXXX. We also filed a Police report, case # XXXX. On XX/XX/XXXX I received letter from Citizens stating " we have determined that the check in question does not appear to have been altered '' along with a form to Declare Unauthorized Endorsement-Altered. On XX/XX/XXXX I filled form out and sent in all backup bank requested to prove the alteration of check, now it has a different claim # XXXX per the XX/XX/XXXX letter. Then called Citizens XX/XX/XXXX, XX/XX/XXXX + XX/XX/XXXX. On XX/XX/XXXX my local branch informed me that the home office didn't receive my documents. So my local branch faxed all of my documents. Called XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX. On XX/XX/XXXX XXXX XXXX, chairman at Citizens called me and informed me that we would not be reimbursed for the forged check until Citizens is reimbursed from XXXX, the original bank that accepted check. I asked her if anyone from Citizens has been talking to XXXX about issue and all she said was we sent the inquiry. THAT's IT! We did nothing wrong here yet we are being penalized. The forged check is an obvious forgery per everyone that looks at it, Police and Local Bank XXXX. I have not heard a word from them since XX/XX/XXXX. We just want to be reimbursed the {$900.00} for the forged check that Citizens allowed to be processed without questioning the look of the check. Please help.
|
| 06/08/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
XXXX XXXX-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report.
XXXX XXXX-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report.
XXXX XXXX*-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report.
CITIZNSBNKNA XXXX-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report.
|
| 02/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
Older American |
|
We applied for a conventional mortgage with Citizens Bank. We submitted an offer on a HUD home where we agreed to make repairs. This was laid out in purchase agreement submitted to the bank on day 1. We proceeded to go through loan process only to find out after 6 weeks that they can not fund a conventional loan on a home that needs repairs. I spent countless hours submitting documents & trying to get status. Loan officer was unresponsive and even after escalated to his boss, not much changed. We paid for an appraisal {$450.00} for a loan that could not be funded. This was never disclosed to us. This has been a series of failed promises & missed deadlines. i requested letter stating that we could not proceed till repairs were made so that we could feed that info back to HUD. Both Loan officer and his boss refused. This will result in the loss of my earnest money of {$1000.00}. This has been stressful, and difficult to understand. I have a timeline ( attached ) of all the events laid out on spreadsheet that I gathered from a series of emails and conversations thru this process. I have never encountered worse customer service. It 's my understanding that we should have received a notice of approval within 30 days. This is a violation. I have been instructed to withdraw my application by XXXX XXXX. I have not done so. The bank should issue letter stating that they are unwilling to provide conventional financing on collateral. Denial for financing should be issued due to collateral not withdrawal of my application.
Your consideration in this matter is greatly appreciated. It is my hope that no one else will have to endure this kind of service in there quest for a loan.
So disappointing!!!
|
| 09/20/2023 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
XX/XX/XXXX funds for my CD which matured were not received by the external bank account but the fund for my husband 's CD were received that day. We had purchased matching CDs on the same day for the same amount ( {$15000.00} ), maturing on the same day ( XX/XX/XXXX ). The XXXX CDs were both linked to the same external bank account. I called Citizens Access ( CA ) to report the problem.
XX/XX/XXXX CA states funds for my CD were transferred & provided the trace number. I went to my external bank & they reported the trace number and funds were not received by my account. I call CA back with this information.
XX/XX/XXXX CA manager instructs me to open an online savings account so they can deposit provisional funds ( {$15000.00} ) during their investigation.
XX/XX/XXXX provisional funds received in my CA online savings account.
XX/XX/XXXX CA manager instructs me on how to withdraw the provisional funds XX/XX/XXXX I received email from CA stating the savings account is closed & I confirmed there was now a {$0.00} balance in the provisional savings account.
XX/XX/XXXX XXXX CA manager calls to inform me that CA investigation is complete with a conclusion the funds were deposited to my external bank account. I again provide external bank findings that the trace number and funds never received.
At this time, it is clear that CA never looked into the fact that XXXX CD matured that day & funds from only XXXX CD was received. They never looked into the details of both transactions and came to their faulty conclusion based on an incomplete investigation. They continue to hold my funds with no commitment as to when the funds will be released. We are now back to where we started on XX/XX/XXXX.
|
| 04/05/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
Regarding my online banking. I log into my account and it consistently does not recognize my password. I become locked out on a regular basis in which case I am directed to reset. The reset window does not open but rather, rolls round and round. I have to phone the bank. Long wait on the phone to get someone to reset my password. so I can never get into my account This bank is pushing mobile banking which I do not use.
In addition, this bank will not lock or unlock my debit card at my request unless I phone in. I had unexpected need of road service while I was out and I could not use my Citizens debit card because I could not get through to them at all. I have another debit card from another bank and I can go online and quickly lock or unlock my card.
I got to log in using two different browsers and after I type in my login and username I get a window that says I can't get access to my money when I need it. I can't go online when I need to. I would close the account but I have a stack of blank checks that I use to pay local merchants who do not take visa. I am not going to throw them away and waste hard earned money because of this bank.
I have probably 20 institutions that I use for online access, from banks to investments to insurance, medical, school, shopping, hobbies, on and on. I have all my log ins in a book because we should never use the same one for all our financial and personal accounts. I never have a problem logging to anything except this bank.
If you go into my information on this bank you will see a history of password changes. i have enclosed a screen shot.
In addition i get an error message that my browser can not open the webpage. I have enclosed a screen shot.
|
| 02/10/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Confusing or missing disclosures
|
|
Web |
|
|
Hi, On XX/XX/2019, I opened checking and savings accounts with Citizens Bank pursuant to a promotional flier I had received in the mail ( the initial offer code didn't work, so I emailed the bank and received another one ). The flier advertised that if kept {$15000.00} in a new savings account for three months, the bank would give you a {$200.00} bonus. I was opening the account online, so I called Citizens Bank 's customer service line to ensure I was jumping through the proper hoops. They assured me that if I simply opened the account and transferred over {$15000.00} to it, I would be given the {$200.00} bonus once I had kept the money in the account for the required length of time.
Fast forward four months later ( after I had met the required time listed on the flier ), I had still not received the bonus that the promotional offer had promised. I called the bank again on multiple occasions, and they told me that I had not meant a requirement that the {$15000.00} be used to open the savings account. Because I had initially opened the account without the funds and then proceeded to initiate a transfer from another bank account afterwards, they couldn't give the money. This was a clear violation of what the prior customer service representative had told me, and what the chart on their flier said were the terms of the promotional offer. Reading the fine print, I came to understand how the could interpret the fine print to impose such a requirement, but it was by no means obvious, and the customer service call and basic thrust of their flier had tricked me. I continually tried to explain what had happened over the phone, but the bank 's customer service representatives refused to help.
|
| 02/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
My loan was recently moved from XXXX to Citizens. I am behind on my mortgage. XXXX was trying to help me, offered a payment plan ( doubling my monthly payment ) but at least it was something. Citizens will not help me and is forcing me into foreclosure. I called them and offered to send $ XXXX today, total with fees due is $ XXXX. They will not take less than $ XXXX and as of XX/XX/XXXX they will not take less than $ XXXX. They offered me to apply for a loan modification program, but I was denied by XXXX. I don't need it modified, I just fell behind due to a loss of employment/income/covid and now they will not help me. How is this legal? I am going to reach out to my senator and congressman also. This should be an illegal practice. I am offering to pay 58 % of what is outstanding and they will not take it? Also when I call I am speaking to people in call centers outside of the US. Also I am getting letters from XXXX XXXX XXXX XXXX ( certified and regular mail ) stating my file is with them and I should call them. I called them on XXXX and didn't hear back. I called Citizens and they acknowledge this is a firm they use, but my file is not with them and I should not pay them. Is this a SCAM? XXXX is demanding payment and foreclosure via email, which Citizens says my file is not in foreclosure. I reached out to the XXXX XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, and this past Thursday and no response. email I am using is XXXX.
At this time, I would like the bank to accept my payment of $ XXXX and work with me on the balance due. I can afford to stay here, I am not sure why the bank will not help me. They are forcing me to start a modification process which they will not approve in the end.
|
| 07/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Woke up to find my checking account XXXX due to an unauthorized debit transaction of XXXX $ from money lion? I also noticed my email account was changed on the mobile app. I spoke to customer service and immediately filed a claim spoke with XXXX XXXX the chairman of citizens bank who apologized for my inconvenience but I will need to wait until the claim is processed up to 10 businesses days before my money is refunded. I also expressed my concerns regarding the lack of security the bank has provided. She blamed the entire situation on me. Stated I needed to set up an alert system that they could not assist me with that. That I should have set up a new account and transferred all my information over to it, I should have changed my username and password ect. I was told on the first incident that occurred. I explained that the representative told me that the situation was taken care of, and no further action was required I also received the letter stating that my credit from the first incident would be permanent as the transaction was fraudulent and no further action was required from me. I am a XXXX XXXX of a XXXX XXXX XXXX I do not receive any assistance. I can not have my only source of income compromised by the bank. They allowed someone to alter my email address and take large amounts of money from my account with out even notifying me at all. And they refused to expedite the claim because they stated they are processing too many claims at the moment. I have no idea what I am going to do I have no money to take care of my kid or myself this is considered as an inconvenience to the bank and not an emergency as they are not taking any responsibility and are holding me responsible.
|
| 06/20/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We signed up our construction loan with Citizens One Bank on XX/XX/2020. It was one year and interest only loan. During this time, we paid all our construction loan interest payments in the timely manner. As everyone is aware of the national and international shortage of material/resources such as lumbar, appliances etc. Our house construction was also heavily hit by these problems, resulting in delays several times. During our construction we rant into issues such as 1 ) Crew had XXXX for several days/weeks and the construction was halted 2 ) Lumbar shortage hit during peak XXXX times and our builder was not able to procure material despite his best effort 3 ) lastly, electrical post that provide electricity at the house was also unavailable due to which our builder could not go forward with the construction as a lot of things are weather dependent such as flooring etc.
List above are some of the reasons we tried to explain to the bank and requested for extension past our 1 year period. However, bank still choose to slap us with XXXX for 3 months extension last month. I am here requesting to waive off this penalty give the circumstance not just in XXXX but also worldwide. It's already hard enough to continue to pay high interest to bank for several extra months as well as pay additional to builder higher markups on the material. banks continue to profit, while banks are allowed to take advantage of their customers during COVID during this unprecedented time. I am hoping that we will be able to get some help on this matter.
Below are our account details so things can be verified. Please do let us know if there is any other documentation needed from our end.
Thanks, XXXX XXXX
|
| 10/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
On XX/XX/XXXX I signed in to my Citizens Bank account and saw that a check I had written to someone for {$170.00} had been 'washed ' -- while you could still see traces of the original payee 's name, a different payee had been written in and the amount of the check was changed to {$5000.00}. I called the Citizens Bank fraud line ( at XXXX ) and after being on hold for about 45 minutes, spoke with XXXX XXXX He agree that you could see the original name, and that the fraud was " perfectly clear ''. He gave me claim # XXXX and said it would take 8-10 days to process, but the funds would be restored to my account, and that Citizens would send updates.
On XX/XX/XXXX, I hadn't heard anything and called again. After being on hold for close to an hour, I spoke with XXXX ( spelling? ) who said the time was actually 8-12 business days but he would request a provisional credit and I should see the funds in my account in 1-2 business days.
On XX/XX/XXXX, I had no communication from Citizens and the funds were not in my account. I made an online appointment with the local branch manager for that day. When the time of the appointment came, she did not contact me so I called the branch and was told she wasn't in the bank. I spoke with XXXX XXXX, who asked if I could come in to the branch. I sat with him for close to an hour -- while he text chatted with someone from the bank. At the end of the hour, the message was that it wouldn't take 8-12 days but 6-8 weeks and they would not be providing a provisional credit.
It has now been six weeks and I have had no update on this matter and the {$5000.00} that was taken from my account due to the fraudulent check has not been refunded to my account.
|
| 11/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
I applied to a bunch of Universities in the US for my son through the XXXX XXXX. The application amounts ranged from US {$55.00} to US {$90.00} and there were a total of 9 transactions. The payments were made to entities in US ( universities ) through a US based entity ( Citizens Bank ) using a debit card issued in US.
I have been charged a total of US {$19.00} for the XXXX payments towards " Foreign ATM or POS Fee ; Exchange Fee '' as per the following details : XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$1.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$1.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$1.00} Exchange Fee These charges do not make any sense to me and I have requested Citizens Bank to waive them off. But they have refused to do so. This seems nothing but a clearcut case of extortion on the part of the bank. They have charged me a 3 % fee by labelling these transactions as international. This is wrong because the payments were made to entities in US ( universities ) through a US based entity ( Citizens Bank ) using a debit card issued in US. The entity that processes the payment is also a US Based entity ( XXXX ) and they have clearly stated that they do not charge any additional fee for the use of cards issued by US financial institutions. The receipts issued for each of these transactions has been attached in the form of a PDF file.
|
| 06/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
( Citizens Credit Card ) In XXXX XXXX XXXX I had received an email of suspicious activity on my account that an XXXX XXXX XXXX charge and to call fraud services. I called and confirmed that was not a charge I had ever made. Citizens fraud service cancelled the card and removed the charge from my statement and issued a new card. Fast forward to XX/XX/XXXX. Unbeknownst to me my account shows an approved charge of {$10000.00} to XXXX XXXX XXXX I only discovered this after failing to buy groceries on XX/XX/XXXX and my card was declined. I had tried to call fraud services for 48 hours until someone finally answered on Saturday morning! ( I have proof of calls made and time spent on hold ). The gentleman I spoke with said I maxed out my account! Uhh you dont say Im calling fraud services for a {$10000.00} charge approved by your company on an account with a {$2500.00} credit limit. Mind you no communication was ever made. The gentleman said he put in a claim and I was not responsible for that charge. He was not professional and seemed unfamiliar with processing a claim. I called the following day to get a claim number so I could have some sort of documentation, the woman I spoke with said a claim is not on record and she was more helpful and provided me a claim number. She had said that I was not responsible for the amount and that it would not show on my statement. Well I just got my statement and it indeed shows I am still responsible for this amount. I am so disgusted with how Citizens has handled this issue. And under further investigation by myself that {$10000.00} charge that was approved has the last 4 digits of the original card that was supposed to have been cancelled!
|
| 05/26/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
Online, on or about XX/XX/XXXX I attempted to transfer XXXX from my checking account at Citizen 's Bank to my son 's back account at XXXXXXXX XXXX I entered all of the requested information and when I clicked on the " submit '' button, I rec 'd an online error message stating that the transaction was denied and that I should contact the bank. I called the XXXX number for the bank and I was told by customer service that the transfer did not and could not go through because my name was not on my son 's account at XXXX. I believed what the customer rep had told me and that the XXXX could not be transferred from Citizen 's Bank to XXXX. I then made other arrangements ( not involving Citizens Bank ) to get XXXX to my son. A couple of weeks later I checked my account online and I saw that XXXX was in fact deducted from my checking account and transferred to my son 's account at XXXX. I called the customer service department at Citizen 's Bank and they confirmed the transfer. The rep informed me that I could file a claim and that I would receive a response in the mail. A few days later I rec 'd a letter from Citizen 's Bank stating that " the claim was closed as per customer 's request ''. I called the bank and filed and filed the same claim and a few days later I rec 'd yet another letter stating that " the claim had been closed due to customer 's request ''. I filed the same claim again shortly thereafter and I did not receive any response. I called the bank on XX/XX/XXXX and filed the same claim again. I have not rec 'd a response from Citizens yet. I would like to get refunded the XXXX that was transferred to XXXX XXXX without my knowledge and without my permission. Thank you.
|
| 05/13/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
I opened a new checking account with Citizens bank in XXXX 2014 with a promotional offer of {$200.00} that I received in the mail. The requirements in order to receive the offer were to make an initial minimum deposit and then at least five debit card transactions in the following month. About three months after I had completed the above requirements, I had not yet received my promotional credit, so I went into the branch and they told me that I should be seeing the credit by the end of XXXX. Come XXXX, I stopped into the branch office again to bring up the issue. They looked into my account and confirmed that I had met the requirements, but would have to investigate further because they do n't have any information on which teller opened the account for me or the promotional code that she entered for my account. A few days later, they called to tell me that they could n't find my name and address in the record of people that they distributed that specific promotion to. Unfortunately, I did not have this coupon saved from six months ago, so there was no way for me to show them the coupon that I clearly remember receiving in my mail. After speaking to the manager about the situation, he offered to credit {$100.00} to my account and told me there was nothing else they could do because my name did n't show up in their list of " selected individuals '' to receive that promotional credit. I feel like Citizens is using misleading promotional offer as a marketing scam to attract new customers and then hoping they either forget about the actual credit or telling them months later that they are n't eligible to receive the offer after they had already completed the stated requirements.
|
| 08/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
To Whom It May Concern : On XX/XX/XXXX I was pre-approved for a mortgage of {$200000.00}. I told the loan office my wife would be moving from XXXX to XXXX, XXXX before me as I was searching for employment. My wife already had a job in XXXX. It was never mentioned that I must show proof of income in XXXX. The loan process continued and I sent in XXXX 's, tax returns, ect. as instructed. I then paid {$550.00} for an appraisal that occurred on XX/XX/XXXX at XXXX. On XX/XX/XXXX I was contacted by XXXX XXXX and was told they needed my proof of income in XXXX. I stated, again, I would be living in XXXX, rent free, while I continued to look for employment. I went back and forth with the bank and eventually the VP of underwriting said my financing would not be approved. The financing was denied even before the appraisal results had come back. I requested a refund for the appraisal and home inspection ( {$300.00} ). I was told the inspection would not be refunded because it is required and the appraisal refund would be requested. I was told my appraisal would not be refunded because the bank did nothing wrong. I disagree with this decision and I believe the bank was deceptive by allowing me to pay for a service when they had no intention of financing this loan. I also believe they acted unfairly by never making sure I 100 % understood that financing while living in XXXX was off the table. I ca n't believe they would have the audacity to pre-approve me, take {$550.00} from me and then approximately two weeks before the scheduled close date inform me they will not move forward with the loan. I would like XXXX XXXX to refund my appraisal in the amount of {$550.00}. Thank you, XXXX XXXX
|
| 07/21/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
1 ) At the XXXX time home buyer class, I was told that the One-mortgage ( Also known as the XXXX loan ) is the program that helps people who can not buy home due to the down payment burden.
2 ) During the home loan application process with Citizens bank, several times, I was advised that my wife would need to consolidate her education loan with Citizens bank. On XXXX, I found that my wife could get education loan ( income based ) refinance ( payment adjustment ) through the department of education and she applied it instantly. Frankly, In my mind, this words came up to me, " Why they ( Citizens bank ) did not reveal that my wife could adjust the federal education loan payment through the department of education? '' This must be clarified and there must not be any person who loses the chance to lower the monthly payment through the department of education before getting student loan refinance from Citizens bank.
3 ) When it comes to the maximum amount for the home mortgage ( XXXX mortgage ) at Citizens bank, I was told many different maximum amount that I can borrow. At the last conversation ( last week ) over E-mail with Citizens bank, it was around {$200000.00} ( without downpay ) with my own credit application ( not including my wife ). After I mentioned that my wife applied for the refinance of her student loan from the department of education, the mortgage officer ( NMLS # XXXX ) kept changing my income standard and finally I was not able to have any tangible pre-approval certificate as of now ( XXXX ). The supervisor ( NMLS # XXXX ) introduced by the mortgage officer keep replying " Thank you '' over the E-mail without any responsible reaction.
Thank you.
XXXX XXXX
|
| 06/09/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
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I opened a savings account at Citizens Bank, XXXX XXXX XXXX, XXXX, Ohio in response to a mailing I received, promising {$200.00} if the funds stayed in the account for 3 months. There was a greater bonus for opening a checking account as well. On XX/XX/2021 I opened the account in person. I asked multiple times if there was any catch, and was told by the gentleman that opened it, " well we would like you to keep the funds with us, but no, just deposit the $ XXXX in a savings account and you are eligible. '' The transaction # for the deposit is XXXX, The last 4 digits of the account are XXXX. This transaction was made by the teller, not by the banker that answered my questions. The week of XX/XX/XXXX, I called customer service as no funds had been deposited. After an almost 30 minute call, I was told by the agent the funds were due to be deposited on May 31st. I asked her why not earlier, but she just kept saying the account shows they will be deposited XX/XX/XXXX. I called again the week of XX/XX/XXXX, as the funds were still not deposited. After a 45 minute call, I was told that the first agent was incorrect and no funds would be deposited because I hadn't opened a checking account as well. I explained multiple times that I had confirmed that wasn't necessary with the banker. She just kept telling me they had made a mistake. I asked to speak with a supervisor to escalate the issue. She said she would esclate the matter and I would get a call back within 48 hours. As of XX/XX/XXXX, I still have not heard back from them. Either the banker gave me incorrect information, or the customer service agents did. Regardless no one has attempted to contact me or remedy the situation.
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| 05/09/2023 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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The loan was issued by Citizens one bank, with no payment restrictions. When attempting to make the monthly payments on the first of the month, not after the statement is issued, the bank applied the entire amount to the principal, and when the statement arrived it said that there had not been a payment for the month, charged extra interest, and a late fee.
When contacting the bank, they service manager said that it was not allowed to make payments before the statement had arrived. This is just not true. A an attempt to manipulate customers into believing they have no choice but to pay the loan off while the bank makes the maximum amount of interest per month.
When calculating the fixed interest rate ( 2.16 % ) and balance of the loan, it is inaccurate and excessive. The incident was XX/XX/XXXX, payment of {$810.00}, all of which went to principal. Then a statement was received with a payment of {$810.00} on XXXX XXXX, with an interest of {$55.00}, principal of $ XXXXon the balance of {$28000.00}.
Using a loan calculator, and a balance of {$28000.00}, the interest is {$51.00} and {$760.00} goes to principal.
This is just one discrepancy. It is monthly, with interest charges greater then the rate. Over the course of 2 years this has cost hundreds dollars. And over the life of the loan will be in the thousands.
This discrepancy of interest to balance has been going on for the life of the loan. I have made a payment this month for the monthly installment of {$810.00}, as of XX/XX/2023. This will be the test to see if this bank continues to refuse payments early for the monthly loan installment, not just towards principal. This was acceptable in the contract of the loan.
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| 09/25/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Installment loan
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- Problem when making payments
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Web |
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I had my account on autopay for many months and payments always were collected on time. Just recently I saw my credit score had dropped significantly and I traced it back to CitizensPay. I opened my account portal and it still said autopay was on. I went to the saved payment method and it was my credit card for my business. I paid off the balance that was left for the last 4 months and the payment went through just fine.
I called them and they said I hadn't been paying and they have emailed me. The emails had been going to spam. I had no idea it wasn't being paid.
I got this loan through XXXX which is my security system for my business. I have seen all my XXXX payments going through each month. I wasn't even really aware of this loan which was a separate cost for the equipment. This must be why it wasn't on my radar and things were going to spam because I never even interacted with this CitizinesPay company. I was just automatically signed up for it when I signed the XXXX paperwork.
I also don't understand why this loan is affecting my personal credit when it's for my business equipment and was being paid by my business accounts.
Now I can't get any business loans because my personal credit score has dropped so much. This is putting me in an absolutely terrible position and I might lose my business because of it.
I can pay them off completely if necessary. The payments are only $ XXXX. I can pay them {$1000.00} if necessary. I have that available in my account now.
I was not avoiding payments from them and do have the money. The main problem was their emails are going to spam. That is on their end. Maybe many people are reporting their emails as spam.
XXXX
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| 08/03/2016 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
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Web |
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My iPhone loans with Citizens One loans were setup to be paid automatically by debit card.
The debit card had to be replaced by the bank as it was compromised by fraudulent activity.
Subsequently Citizens One emailed me to let me know they had not been able to take payment. When I tried to log in to the website ( per the instructions in the email ) to change my details, I was greeted by a blank screen, despite having logged in with the correct credentials.
When I called them about it, they claimed it was a browser problem ( it was n't - I tried with XXXX different browsers on XXXX different devices ) and told me I could only switch to paying by credit card for the current due payment. They told me they would escalate the website issue and I would be contacted with a resolution in 7 - 10 business days. I never received any further communication about the website issue.
Instead I waited a few days and was able to log on and switch the autopay to my checking account, so I would n't face this issue again with a debit card being taken out of use.
When the next payment came due, I again received an email saying my debit card payment had failed, even though I had switched the autopay to my checking account. Again I tried to log onto the website and again was greeted by a blank page.
I called again, and was again told it was a browser issue on my end, and that I could pay the current payment via credit card.
I 'm in an endless loop of being denied reasonable means to update my information without them reverting to old information, and some kind of scam whereby they 're forcing me to pay by credit card, presumably so they can charge me some kind of additional fee.
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| 05/03/2021 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Problem with additional products or services purchased with the loan
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Web |
Servicemember |
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Auto loan with two signatures, my own as Step-Father to my Step-Son, a member of the U.S. military and the principal driver of the used vehicle. Loan has been paid on time and has approximately six payments remaining to completion.
Requested a lienholder agreement to have the vehicle shipped by the Federal Government from XXXX to XXXX due to XXXX XXXX. Seven phone calls and a variety of promises made brought an extreme amount of discontent, emotional distress, and absurd inconvenience. On several of these seven occasions ( which the bank indicates they have documented ), staff members promised the delivery of said letter. Indeed, they assured that it had been physically mailed on XX/XX/2021. When never received, on two instances members of the bank 's staff indicated they had satisfied the need and request by emailing a secure document, only to find that the document they had securely sent was merely a scan of the original sales agreement, not a permission letter to transfer the vehicle 's location.
In the meantime, my son had to ship out, so his vehicle now remains in XXXX. We have finally been provided the lienholder agreement, but in the interim he is suffering costs which would not have been necessary for XXXX and Rental fees.
The bank indicates that, because they have finally delivered the document that was required, there is no accommodation, consideration, or reduction in balance that can be provided us in courtesy or compensation for actual damages, emotional distress, and/or inconvenience. We have escalated our requests all the way to a corporate officer, who indicated they would " document the call '' but that no remedies of any type would be extended.
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| 12/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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After recently signing up for a credit monitoring service, I received notifications that a fraudster has aggressively attempted to open several new accounts in my name. I was emailed an alert advising me of a fraudulent application attempt at another bank. Upon researching further, I have found that several fraudulent credit card applications were previously submitted ; in including a fraudulent application to Citizens Bank resulting in a fraudulent credit inquiry on my XXXX credit report from Citizens Bank. I have received unsolicited communications from this bank/card issuer. The date of the fraudulent Citizens Bank credit report inquiry is XX/XX/2022. I exhausted all reasonable attempts to contact both Citizens Bank and XXXX to remove the fraudulent inquiry. Both companies have systems set up to create unnecessary obstacles to reaching a live person and have made the process to have the fraudulent inquiry removed impossible. Citizens Banks phone system and representatives have done nothing to help, furthering my frustration as a victim of identity theft. I no choice but to submit a request to submit complaints to the CFPB, FTC, and Office of The State Attorney General to have the fraudulent Citizens Bank inquiry removed from my XXXX credit report. The date of the fraudulent Citizens Bank credit report inquiry is XX/XX/2022. If the inquiry is not removed, then my only other option will be to seek legal assistance for damages caused by Citizens Banks refusal to resolve my issues as a victim of identity theft. This notice of complaint to be filed with the CFPB and FTC as well as the State Attorney Generals office serves as notice of my grievances with Citizens Bank.
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| 11/07/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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XXXX deposited XXXX checks from a settlement {$4100.00} & {$2700.00} Next day they put my account on hold. Saying i will be receiving a letting the mail for the funds. When i deposit the funds it told me it will be available next day but i woke up to a locked account. Debt card off & online access cut off.
When i got the letter it told me my funds will be available on XX/XX/XXXX. On XX/XX/XXXX i called it they sent my account to review ( it's no way to to contact the back office they only email them ). They said i should be getting another letter in the mail. I got the XXXX letter and it told me my money won't be released until XX/XX/XXXX. Due to they think it's a fraudulent check. I went to the branch to provide the settlement documents & proof of the checks. They said it's nothing they can do because back office locked the access to the account. I spoke to XXXX person they told me best option was to speak to my lawyer to have them stop payment the checks and reissue a new one. When i contacted my lawyer to contact the people I sued the other party stated the funds have been already cleared out their account it's my bank that's not wanting to clear the money. When i called back the XXXX told me they think the money is going to bounce back that's why they didn't release your money although it cleared. It's been a month. I even try to set up a conference call with my lawyer their lawyer and the other party so they can clear my checks they said they will not speak to nobody that i have to wait until they feel like reaching out again. The checks have now been cleared from XX/XX/XXXX with the proof attached from the other party showing the checks cleared on their end.
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| 12/02/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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|
Web |
Older American |
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Description of Complaint : Banking online - Appearance of commingling of personal and business checks.
This is a formal business and personal complaint against Citizens Bank. I have a personal checking and a business ( XXXX XXXX, XXXX ) checking account. My personal account is quite active, my business account has very low volume. My complaint is that Citizens Bank has merged the appearance of the business and personal checking accounts. Online banking checks written on my personal account, come out of my personal account, but appear to be written on my business account.
This means my charitable donations, wedding gifts, electric bills, etc appear to be from my business account, not my personal account. The potential tax consequences are obvious. ALL online checks written for personal use have had a business caption. Their solution was to have the business checks appear to be personal. I can not be the only person with both business and personal checking at Citizens. I only stumbled across this problem recently, but it has been going on for a long time. I have been a customer of Citizens or its predecessors for over 40 years. The customer care and problem solving by the corporation is profoundly disappointing. Their solution makes it appear that I have commingled my personal and business finances.
For example, a personal gift to a relative appears to be written from my business account, but was written from my personal account. The relative thought I was paying from my business, to get a business expense. The name and address on the checks should be EITHER the business or personal. Citizens only allows one choice shared by both business and personal accounts.
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| 07/17/2019 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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Around XX/XX/2019 I called about the details for an account that I'd just opened promotional stipulations. I opened it with a promotion code for {$220.00} given after 90 days of meeting stipulations and was told that I would also get {$600.00} if direct deposited amount surpassed I believe of {$1000.00} or {$2000.00} which I made sure to do which no promotional code was needed for and that for the savings account being opened I would get another {$200.00} or {$300.00} I believe. However, none but the {$220.00} was given and I even asked that this be looked into and was advised by XXXX the XXXX XXXX location manager to call in and express this so the call could be reviewed and the promotions honored due to misrepresenting what I would be getting with the meeting the stipulations outlined. He explained if it took place inside a physical location in his district he'd resolve the issue and honor it due to verifying the call, but due to account being opened online it had to be honored by the 800 customer support department.
After doing what XXXX informed me to do I was given case XXXX by the over the phone customer care supervisor XXXX. XXXX XXXX called me and stated the call was reviewed and it did support what I explained, however they were not going to honor what was offered to me at the opening of my account or what XXXX stated would happen.
Due to getting no where I ended up deciding to close my savings account and would have closed the checking, but was advised fines would be charged to me. I apologize at this point of creating this I don't have the specifics promotional amounts, but the case number is referenced with the specifics and the calls can be viewed.
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| 08/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
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|
Web |
Servicemember |
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Hello, my name is XXXX XXXX.
I received a settlement and deposited the two checks from the settlement in my checking account. Was told that only 1 would be held for verification because it was {$5000.00}. The other was under that amount. Both checks were held. Also it shut my account down, debit card was deactivated and I could even Use the funds that was already in my account. The customer service representative are very rude and immediately told me the checks were fraud and I was going to have to pay it back When the checks weren't even cleared yet. They were still being processed. It was only 2 days of me depositing the checks. They are u professional, have no clue what to say or do when you call for help.
Immediately the day after my account has been placed on hold with no resolution, no one can help elaborate on why my account is frozen and they told me they don't have to tell me why I can't access MY own money I deposited.
Then I opened up a business account, never used my social security number only my business name, and this institution attached the business to my social security number when I never given them my social. Only my EIN number. So when i called to discuss why my personal account was on hold, the representative proceeds to discuss my business account. Which shouldn't even be attached to my social at all. Nor my name. Its a business account I also keep getting these overdraft fees with fees attached to to the overdraft fees. I haven't even used my business account for anything so how could i receive overdraft fees. 3 of them + 3 fees of {$30.00} for having 3 overdraft fees. My account is now - {$250.00} all for fees associated with my account
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| 08/18/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Getting a credit card
- Sent card you never applied for
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Web |
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I called Citizens and applied over the phone for a cashback credit card with Citizens a couple of months ago. The agent told me I was approved to open an account with a {$3500.00} credit limit. I told the agent that credit limit was far too low and not worth having on my credit report, and that I did not want to proceed with opening the account.
The agent said she could not stop the process and that I would need to talk to a different department to request a higher credit limit. I said I didn't want the card at all, and I told her I would simply throw away the card and not use it - thereby not accepting the terms.
( I never received a written copy of the terms and conditions until the card arrived in the mail, and I never activated or used the card. Therefore I never agreed to the terms and I am not bound by the card agreement. ) A month later I saw the credit card on my credit report, and I called Citizens to tell them I never activated the card and did not want the account. The agent tried to tell me that once I apply, there is nothing I can do to avoid opening the card. I know that is not true because TILA requires the card issuer to provide a written copy of all terms and conditions, and the consumer can decide not to accept the card after the consumer has reviewed the card agreement. Moreover, I never would have submitted an application in the first place if I had known that Citizens would offer me a paltry {$3500.00} credit limit. ( I have {$130000.00} in available credit across my other credit card accounts. ) I want the credit card removed from my consumer report because every new account reduces my credit score, and I did not want to open this account.
|
| 09/22/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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Yesterday I went to Citizens Bank in XXXXXXXX XXXX to get a mini-statement at the ATM. Instead of a mini-statement, I received a printout stating that my account had been deactivated. My wife and I had made a {$5000.00} deposit the day before so of course I was concerned. I had also linked my company 's XXXX account to the checking account.
I came home and called the bank and spoke to the branch manager, XXXX XXXX. When I asked her for an explanation she immediately became hostile. In a condescending and aggressive tone, she told me that the {$5000.00} check did not meet XXXX Bank 's standards and that they had therefore deactivated my account and that they would hold on to the {$5000.00} for over a week. When I told her how ridiculous this was ( the check was from our XXXX XXXX account ) she became even more belligerent telling me in front of two tellers and a customer how much money I had in the account. When I asked to have my accounts closed she informed me that it did matter because I only had a few hundred dollars and that Citizen Bank would still hold our {$5000.00} even after I closed the account.
When we called XXXX XXXX they were baffled. They informed my wife and I that XXXX XXXX was not " holding '' the check. Citizen Bank had cashed the check and debited our XXXX XXXX account.
So, I closed my accounts at Citizen Bank. And- they now have our {$5000.00} to use however they choose for another week. The branch manager XXXX XXXX yelled my account balance inside the branch with a customer and two tellers in there. That is an invasion of privacy and they are still holding on to my {$5000.00}. We took the same check to a different bank and had no issues.
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| 10/26/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
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On XXXX, I was charged again for a XXXX XXXX monthly bill. This overdrafted my account to - {$120.00}.
I was unable to get the account to {$0.00} or positive by the EOD, and the following day the overdraft fee made the balance a - {$160.00}.
My only way to get the account back to {$0.00} or positive is to wait for my income. It is a bi-weekly payday, which falls on every other Wednesday. By the time my payday came on XXXX, I had racked up or incurred ( 3 ) overdraft fees. When I reached out the next business day, they pleasantly informed me that they would not be able to help me out which was a rather large surprise. In my XXXX years of banking experience as a customer, I have never had my overdraft fee not returned and I have had XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX now XXXX, and Citizens now XXXX
Reviewing online, it seems to be public information that it is not legal to charge an overdraft fee and then not return the fee once the account is brought back to positive. My financial advisor advised that I file a complaint with yourselves, The CFPB, once I shared that my bank had refused to refund the ( 3 ) fees.
Citizens Bank, for the first time, is saying we give each account ( 1 ) courtesy return on their overdraft fee and I do not qualify as it has been used. I argue that this " rule '' is made up. As proof, I attached a screenshot from my email showing ( 9 ) times that Citizens has rebated the overdraft fee on my account, and multiple times there were ( 2 ) or ( 3 ) overdraft fees returned at the same time such as in XXXX, XXXX and XXXX. I would like the fair treatment that I received earlier this year to be honored and continued.
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| 11/06/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
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On XX/XX/2018, I noticed an unauthorized check had been paid from my Citizens Bank checking account. The check in the amount of {$390.00} was paid to " XXXX XXXX XXXX XXXX '', and was cashed or deposited at XXXX XXXX XXXX XXXX.
I have never heard of or done any business with " XXXX XXXX XXXX XXXX '' I called Citizens bank 's fraud department to report. The fraud department told me they would investigate, I would receive something in the mail to sign and return, and that I should close the account so no further charges could be made on it. I went to the bank to close the account immediately. Since the account was overdrawn due to the fraudulent check, I was not able to close the account, but asked the bank to make it a deposit only account. On XX/XX/XXXX, additional overdraft charges appeared on the account. I called the bank and they said that no hold, or change to the account had been made. This despite my going to a branch office in person to get that done.
One week after that, I called to ask again about the status of the fraud investigation and the papers I was told I would receive ( but did not ). After being on hold for a while, I was told it was still being investigated and they had no new information.
On XX/XX/XXXX, I called again, and was told it was still being investigated. The representative said the bank where the check was deposited had not responded to the inquiry from Citizens.
Two days after that, I received a debt collection letter from Citizens bank regarding the overdrawn account. Receiving a debt collection letter make me believe that Citizens is not investigating the fraudulent check, and the bank may not even be aware of the issue.
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| 10/29/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
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Web |
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On Friday XX/XX/2021, I was attempting to Purchase an XXXX XXXX XXXX with XXXX XXXX XXXX. This is a monthly installment plan, financed through Citizens One. You can see the link here : https : XXXX I was able to move through the XXXX, inputting my personal information, including Social Security Number to have my credit checked by Citizens One before proceeding to the " Place Your Order '' page. My credit was approved, but when I went to " Place Your Order, '' I got an error. I assumed that this meant that the device sold out.
I contacted XXXX XXXX support and was told that when I received a Welcome Email from Citizens One, I would be able to place the order. I received the email about 1 hour later, at which point my shopping cart had timed out. I set up my account on their website anyway : http : XXXX After setting up my account and logging in, I noticed that my Available Credit on the Citizens One account was diminished by the cost of the XXXX XXXX XXXX package ( {$920.00} ). But again, I never got to place my order with XXXX XXXX. I contacted XXXX XXXX customer support again.
After the ( very kind ) representative took time to investigate and see what happened, she informed me that the XXXX were sold out, but that XXXX XXXX could not do anything about the loan, and I should contact Citizens One. When I tried to call them, I was presented with a phone menu that did not allow me to speak to a customer service representative or give me any relevant options that would help resolve my issue.
As of the time of this submission, 5 hours later, XXXX XXXX is still allowing people to set up a Citizens One account, but not actually checkout and purchase the XXXX.
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| 03/21/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
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I was put on forbearance with Citizens as I was laid off in XXXX XX/XX/2020. I make 75 percent of our income ( wife and I ). I am in the car business and had no idea when we would be able to work again. Citizens differed my payments. By XXXX I was back working. I called citizens multiple times, they have records, and I attempted to get off forbearance. I had logged online multiple times but was not able to make a payment online, I had to call. Wait on hold for hours sometimes just to be hung up on or transferred to XXXX. All because I wanted to pay my mortgage. Online I could only pay the full 4 months due and wasnt allowed partial payments. Which is assanine. Finally I was able to talk to someone and i paid XXXX dollars but I couldnt use it to go towards my payments in deferral only towards principal.!?!?! I then stated since I was backed by the fed that I wanted out of forbearance and my payments added to the end of my loan. They have made it absolutely impossible for me to PAY MY MORTGAGE, now I am broke again, I can not afford to pay XXXX dollars and I do not want to re mortgage my house. I just want my payemtnts deferred added to the end of my loan which is an option I heard the president of the United stated guarantee me I could do. I dont have time to XXXX around on hold and then to non decision makers at citizens bank. To as me to hold for hours Or to fill out paperwork and send taxes is bull XXXX. I lost my job because of COVID, along with the rest of the country.now I have to prove it? Did they not watch the news. Im not proving anything I didnt ask for anyone of this. Now I cant get help. Big banks, do whatever the XXXX they want they always have.
|
| 12/07/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
my complaint is against citizens bank. I lost my debit card on XX/XX/2022. Someone picked it up and used the card and overdrew my account signifigantly. The charges are as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens overdraft fee- {$140.00} ( XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2022 Citizens overdraft fee- {$170.00} ( XXXX charges at {$35.00} each ) My paryoll check was direct deposited- {$900.00}, citizens bank took my full check XX/XX/2022 Citizens overdraft fee- {$30.00} XX/XX/2022 Citizens overdraft fee- XXXX Claim credit- XXXX XXXX XXXX XXXX XXXX My payroll check for {$900.00} was direct deposited, of which Citizens bank took {$220.00} of, which put my account at even. They then charged me 2 more fees Citizens overdraft fee- {$35.00} Citizens sustained overdraft fee- {$30.00}.
In total, {$1100.00} was charged to my account after my card was lost. I went to the bank, shut the card off and filed a claim. Eventually they came to a decision that i made the charges and did not reimburse me. I spoke to the bank manager of the Citizens branch in XXXX, XXXX who was extremely rude and condescending to me. I was polite and professional, and after speaking to her I said I would like to close my account, to which she replied " Gladly! ". I filed a police report after that encounter at the bank. I have a police report that indicates it was not me who had used my debit card on these dates.
|
| 04/06/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
In XX/XX/, Citizens Bank acquired customer accounts from XXXX. By checking, credit card and line of credit accounts were migrated to Citizens Banks. In addition, Citizens Bank covert my line of credit into an overdraft protection account, which is now jointly tied to my checking account, The contact information for these transferred accounts was not correctly handled, and my checking account went past due 30 days with a statement, phone, or email. As a result, this account was charged off. I made a payment to settle the charge-off in XXXX. However, the more significant concern is since my separate line of credit has been tied to the checking account as overdraft protection, I no longer have access to my line of credit or the ability to make payments. There are no local Citizen bank branches in the state of Georgia. Therefore, I can not fulfill charges to the account ; the line credit account I originally had is no longer available. I contacted XXXX, the original owner of these accounts. They provided me copies of the last two statements before my funds were transferred to citizens bankthe statements clearly detail that these two accounts were wholly separate and had different account numbers. In addition, Citizen provided me with a line of credit checkbook, which deposited a check that was returned due to unverified account numbers, that I had to throw away. I need this overdraft account to convert back to the original format of the report I previously owned at XXXX I had for over 17 years, immediately. I provided documentation of previous accounts in question for their review. Citizen Bank has yet to respond to my XXXX complaint, which has been attached.
|
| 08/17/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American, Servicemember |
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My debit card was hacked and used in two different cities on the same day multiple times ... ... ..9 times in XXXX , Pa. without my knowledge, starting XX/XX/XXXX, until XX/XX/XXXX, when I discovered it ... .I was very XXXX in XXXX through the beginning of XXXX and did not notice the withdrawals. the withdrawals in XXXX were all odd number withdrawals, which I never do. I spent some time in the branch office of Citizens Bank to try to resolve this, and the folks there were helpful and agreed that fraud was indeed noticeable. The following dates and amounts were from XXXX, Pa., and the same day use is next in XXXX, Pa ... ... ... ... ... ... ... ... ..
XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... ... XXXX XXXX XXXX Pa XXXX
XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... ... XXXX XXXX, Pa XXXX
XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... ... XXXX XXXX XXXX Pa XXXX
XXXX ... ... ... XXXX none XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... XXXX XXXX XXXX, Pa.
XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... XXXX XXXX, Pa.
XX/XX/XXXX XXXX XXXX, Pa.
XX/XX/XXXX ... XXXX XXXX XXXX Pa XXXX
XX/XX/XXXX ... ... XXXX missing that page of statement XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... XXXX XXXX XXXX XXXX Pa XXXX
XX/XX/XXXX ... ... XXXX XX/XX/XXXX .... XXXX XXXX, Pa.
XX/XX/XXXX ... XXXX XXXX XXXX Pa XXXX
The XXXX amounts include a {$3.00} service fee added for foreign ATM.
All of my withdrawals from ATMs are in equal amounts ...
I received two letters from Citizens Bank denying that fraud occurred, because the bank employee at the branch that I went to broke it up into two different claims for some reason unknown to me.
It seems quite obvious that another person had my information to me..
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| 09/25/2015 |
Yes |
- Student loan
- Non-federal student loan
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- Can't repay my loan
- Can't decrease my monthly payments
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Web |
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I needed to borrow money via private loans to pay for college. I feel that the banks should have a fiduciary duty to explain what the repayment terms will be and also to better evaluate whether or not the student will be able to repay the loans. I am now in a position where I am really struggling to repay my student loans to Citizens Bank. I work XXXX jobs ( over 80 hours per week ) in order to keep up with my monthly payments and I still struggle. The reason I went to college was to enrich my life and my financial future, not to become a slave to my student debt which is exactly what has happened. I feel that Citizens bank should have never approved the amount of money that they lent to me while attending school, and at the very least they should have at least told me what my payment would be when paying off the loan. I felt they took advantage of me because I was nave and young and simply thought that this is what everyone did in order to pay for school. I have about XXXX in debt with citizens bank and I am experiencing a huge amount of stress and anxiety over my student loan payments. XXXX The amount owed to citizens is in addition to my federal loans, which seem to be much more reasonable ) I work so much that I feel that my health is jeopardized as I work from XXXX at my day job and often until XXXX XXXX 4-5 nights per week.
Citizens bank is not willing to extend my repayment term or lower my interest rates which could really help me to pay this off at a much more comfortable rate. They took advantage of a young college student, and I do n't know where to turn for help. I ca n't keep working as much as I do. I hope the CFPB can help me. Thank you.
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| 12/07/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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In XX/XX/ the online payment for my home mortgage with Citizen 's Bank was not processed. I did not realize there was an issue until I logged into the system in XXXX to see that a payment was owed. I immediately submitted 2 payments to be processed. Citizen 's bank did not call me or send me any letters to notify me that not only was a payment missed. Citizen 's bank also did not notify me that they were going to report the payment as missed or late to the crediting bureaus. I have contacted them on numerous occasions since XXXX requesting they remove the late payment history from my credit report due to their site processing error. I have requested they provide proof of the letters they sent me advising a payment was missed and proof that they notified me that they were going to report the missed payment to the crediting bureaus. Citizen 's bank has provided me with no such documentation. I filed disputes with the 3 agencies : XXXX, XXXX and XXXX to aid in the investigation- to no avail. Citizen 's Bank is not removing the late payment and it is damaging my credit score, impairing my ability to get approved for better interest rates for lending opportunities. I have been diligent and consistent with my requests for them to please thoroughly review the matter because their was clearly an error in their system. They did not notify me of the late payment and they failed to notify me that they would report late payments to the crediting agencies- as they are required to by law. I need this matter of erroneous reporting removed immediately from my credit reports. I have given them several opportunities to rectify the matter and they have refused to comply.
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| 05/18/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Charged fees or interest you didn't expect
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Web |
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XX/XX/2022 I signed up for a 30 day free trial with XXXX and filled out a line of credit with Citizens One. I was provided a tablet by the sales rep to fill out my information and saw that the equipment was a total of XXXX and that I did not have an interest rate on the line of credit. I have tried to cancel my free period trial with XXXX and have received the run around, so I got in contact with Citizens One to let them know I would like to close out my account due to the fact that I do not have all of my equipment as promised, and am within my 30 day trial. I was advised I can not close my account unless XXXX sends a notification to CitizensOne of cancellation, where XXXX states I must pay off the amount of equipment in full in order to terminate services with XXXX. I asked them if they were tied in with XXXX and the representative stated that they were not, that they were just responsible for collecting payment on the equipment. I received an email from CitizensOne with my balance, minimum payment and due date. The amount is XXXX more than what I signed off on initially. I do not know why there is added money due to the fact that I can not see what exactly I am being billed for on their site rather than just a total amount. Upon further request it appears as the extra XXXX is coming from an installation fee, that I was not supposed to be charged, and I did not agree to that amount when putting a line of credit in. This was tacked on after the fact, as well as it is an open line of credit for XXXX which is also not what I put in for or agreed to. I agreed to a XXXX line of credit. I did not sign up for a line of credit through CitizensOne for XXXX.
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| 09/15/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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I received a check in the mail from my previous employer for {$5600.00} on XX/XX/XXXX and deposited the funds into my citizens bank checking account using the mobile app the same day. This is an employer I had worked for for XXXX years ( meaning i have additional proof from w2s and previous pay stubs ). Citizens put a hold on the check and would not explain why but assured me the funds would be available on XX/XX/XXXX. Much to my surprise I woke up on the morning of XX/XX/XXXX to find my bank account had still not been credited. I contacted citizens and was ultimately told until they could verify the check with either the bank the check was drawn on or my employer that it would be held INDEFINITELY. Naturally I was furious as this is a legal valid check and i am tax paying citizen. I called my HR dept and even merged the call with the citizens branch manager and my HR dept said theyd be happy to verify the check in whichever way citizens deemed necessary. They would not allow this and insist on holding my check and making my funds inaccessible to me for 90 business days. This is a check that was deposited on XX/XX/XXXX that citizens is refusing to cash until XX/XX/XXXX. Baffled as to how this is even legal considering they also wont allow me to cancel the deposit and cash it elsewhere. They have also refused to explain why the check is being held other than to say that some information on the check is inconsistent. I find that hard to believe considering I work for a XXXX XXXX XXXX XXXX XXXX XXXX based out of XXXX XXXX North Carolina ) that has been using XXXX XXXX for years. Hoping somebody can assist me with accessing my hard earned money. Thanks.
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| 12/13/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My name is XXXX XXXX. I am completing this complaint with the assistance of my attorney, XXXX XXXX XXXX
I purchased a home located at XXXX XXXX XXXX XXXX XXXX, NY XXXX, which sale closed on XX/XX/2019. In the loan application process, the mortgage broker for Citizen's Bank, XXXX XXXX, provided me with three or four different Closing Disclosure forms. The Closing Disclosure that he said was accurate and would determine my monthly payment listed the monthly payment as $XXXX.
In the first week of XX/XX/2019, I received a notice from Citizen's dated XX/XX/2019, which stated that my escrow balance was short $XXXX, and that I had to pay that amount. Additionally, the notice stated that my new monthly payment would be $XXXX if I paid the $XXXX, and $XXXX if I did not. The payment was due on XX/XX/2019. I could not make that payment, but have continued to pay the $XXXX per month that I was obligated to make pursuant to my loan agreement.
I reviewed the Closing Disclosure with my attorney. We discovered that in the Closing Disclosure, the taxes were intentionally understated. In looking at previous Closing Disclosures that the broker had prepared, the taxes on those changed, but were accurate on the highest disclosure. It seems clear that the broker intentionally misrepresented the true taxes so that I would be approved for the loan. My attorney advised me that this is a violation of the Truth in Lending Act. He also suggested that I attempt to resolve this with Citizen's first, then contact this agency if the Bank would not assist me. Citizen's would not, so I am filing this complaint with the hopes that I will not have to sue the Bank.
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| 05/17/2016 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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Hello, On XXXX/XXXX/2015, I opened a new checking account with Citizen 's Bank in response to a promotional offer I received in the mail. The coupon mailer was titled " NEW TO THE NEIGHBORHOOD? '' and offered a {$200.00} credit within 145 days of opening the account ( as long as few basic requirements were met ).
Several months went by and I still had n't received the credit. Multiple calls to customer service agents, supervisors, and the branch manager confirmed that all conditions of the promotional offer were satisfied - yet for some reason the credit was n't being applied.
Since then I 've spent countless hours trying to resolve this issue with Citizen 's Bank - on the phone, faxing documents, and driving to various branch locations.
At this point, Citizen 's Bank has claimed that the mailer must not have been addressed to me because they " ca n't find any record of sending it me. '' Thankfully I still have the original coupon. However, they punched out the smaller card in the middle and added it to my file when I first opened the account. Of course, now they ca n't find any record of it! It 's on this basis they 've concluded they do not need to fulfill the offer.
In the meantime, I continue to be charged a {$9.00} per month inactivity fee - despite being assured that the fee would n't be charged while the account was in dispute.
Apparently, I 'm not alone here either. A brief search online has revealed many other victims of this scam. Citizen 's Bank is clearly engaging in practices that are blatantly fraudulent and predatory.
I 've hit the end of the road. Citizen 's Bank is simply refusing to honor their obligation. Please help!
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| 08/23/2017 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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Citizens Bank has been regularly reorganizing the order in which charges are processed through checking accounts in order to increase the amount of overdraft fees. Most recently I realized I was going to go into overdraft because a refund that was supposed to hit my account was applied incorrectly by the state. While they are researching where that money went to and my knowing that my account would now overdraft, I began taking screen shots of my account each day as I knew Citizens had a history of reorganizing transactions in order to increase the overdraft fees. I 've been charged {$100.00} so far for 3 transactions which I have printed documentation had not thrown my account into overdraft. When I called the bank they advised that a pending transaction caused those overdrafts and would not waive the fees. When I advised them that I had been taking screen shots of the banking site and printing the proper documentation that this was not the case, I was advised that they could only go by what the system tells them on their side and refused to refund any of the charges. The issues occurred on XX/XX/XXXX, XX/XX/XXXX. The three charges were for grocery shopping I did on XX/XX/XXXX. The transaction the bank claims to have caused the overdraft was processed on XX/XX/XXXX from a doctor 's appt. A full day later. Now of course this has thrown even more into overdraft and I stand to be charged another {$300.00} in fees. I do not regularly overdraft my account and am so disgusted that the banks get away with this. Another note is that we received money as part of a class action lawsuit just 2 or 3 years ago for Citizens Bank engaging in this very practice.
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| 12/21/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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On Saturday, XXXX/XXXX/16, I deposited {$1100.00} in cash with an in-person teller at a Citizens Bank branch. I had reason to believe that these funds would be immediately available, but the funds did not post to the account until Monday, XXXX/XXXX/16. In the interim, I made transactions as I believed there were funds available. However, even on Monday morning, transactions were made that resulted in overdraft fees, even though the cash had been deposited the preceding Saturday. I accrued three overdraft fees, one of which was immediately waived by a Citizens Bank customer service rep. However, upon speaking to a Citizens Bank customer service supervisor, he claimed that the uncleared check deposit of {$480.00} resulted in these overdrafts.
I performed the math more than once, and it did n't add up. Even with the transaction of {$200.00} made on Sunday evening to XXXX XXXX, I had reason to believe that I had funds available to clear these charges on Monday. The supervisor refused to waive these two additional fees of {$35.00} each.
I expressed my disappointment and felt that it was unjust to charge these fees when I was under the impression that the funds were available. It is my belief that the cash funds of {$1100.00} deposited on Saturday, XXXX/XXXX/2016 should have been immediately available rather than cleared mid-day Monday. It has always been my impression that cash funds that are deposited in-person with a bank teller were immediately available to me to cover any transactions that follow. This is poor practice on the part of Citizens Bank, and I wish that they would be more understanding and diplomatic in regards to their overdraft fees.
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| 06/09/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
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Web |
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On XX/XX/2023, I connected with a person on XXXX XXXX ( of which we have mutual friends ) that posted that they were selling XXXX XXXX tickets for the night of XX/XX/XXXX. The tickets were agreed upon at {$270.00} a piece and were to be transferred via XXXX from one account to mine with associated email and phone number. On XX/XX/XXXX and XX/XX/XXXX, in installments, I sent a total of {$720.00} to two XXXX accounts, as indicated by the person I was in contact with. The person indicated they had sent me the tickets, but I never received them. The person indicated they would contact customer service to resolve the issue. After not responding in XXXX for a whole day, on XX/XX/XXXX, the person confirmed my phone number and email and then blocked me on XXXX. On XX/XX/XXXX, I reported the accounts as a scam to XXXX. XXXX indicated they would not be able to return the funds. I requested the funds back from the person 's account through XXXX, but the requests were denied. I filed a debit dispute with Citizens Bank on XX/XX/XXXX. I provided the information I was asked for over the phone. On XX/XX/XXXX, I received a notice in the mail from Citizens asking for more information and any evidential documentation. I emailed these items to Citizens debit disputes that same day. Dated XX/XX/XXXX and received on XX/XX/XXXX, Citizens Bank reported that they have closed the investigation, as no error occurred and I should try to resolve the issue with the person. I had tried to do so prior to contacting Citizens. An error has occurred, as I did not receive the goods as promised, the person has declined my requests and has blocked my ability to further contact them.
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| 11/29/2022 |
Yes |
- Debt collection
- Other debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
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Web |
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Citizens bank bought my loan from XXXX.
I have made all my payments timely since XXXX. I am currently XXXX and my husband had a reduction in his salary for a temporary period, so i contacted the company to discuss potential hardship on a temporary basis or deferment or reduction in payments. I was told because its a XXXX unsecured loan They have no options to help me and they threatened to report me to the credit bureau. They said only way i could have any hardship options or even a brief extension is if i went 30 Days past due which would Report in them reporting me to credit bureau but only at that time would they attempt to help me. I have made every payment On time for over three years and they are predators they bought my loan from another bank and will not even give me a simple 1-2 month hardship Or even attempt to help me. I spoke with supervisors XXXX XXXX in repossession and XXXX XXXX in collections and both have confirmed there are no hardship Options for me or deferment or even slight extensions. I don't understand how they could buy me loan and be fdic backed and not even allow me to apply or consider me for this temporary hardship And threaten to report me to the credit bureau especially when i just made a payment 5 days ago but am XXXX payment for this month behind. It was so Horrible what they said to me and how they treated me for XXXX hours on the phone offering me no reprieve because i wasnt a citizens customer when i never wanted to do business with them i wanted to do busines with XXXX. They should not be allowed to buy someones loan and then deny them the right to a loan when they are struggling so badly. This is not right.
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| 05/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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I was scammed into sending funds via my Citizens mobile banking XXXX app to another user who was supposed to buying a {$50.00} dress from me on XX/XX/XXXX. Started harassing me via phone and email and sending me emails impersonating XXXX and explaining that my account needed to be upgraded to business etc etc and scammed me into sending additional funds via Citizens banking app for XXXX user.
After realizing what happened- additional funds were being taken from my debit card /checking account. Citizens bank wrongfully did not close my account when it happened, which caused further debits on my account. Citizens also did not know they needed to file my online claims- instead directed me to file through XXXX XXXX
Weeks later after finally getting in contact with XXXX they explained no in fact citizens should file themselves and reimburse funds.
I believe the total amount of money is around $ XXXX {$1500.00}. There was a fraudulent charge on XX/XX/XXXX on my same account for a hotel in my area that I have never ever been to- and I have tried explaining that to the bank as well- and they have yet to credit me any of my funds back.
I have had to RE FILE the claims multiple times due to the lack of understanding and appropriate action taken by the citizens bank claims department employees. I have been told that my problem would be escalated and Id receive a call 24 hours later, to not receive a call for weeks- for me to have to call yet again to follow up about this matter.
I immediately filed a police report in my local township and have been working with the detective on this.
I have attached some relevant screen grabs from the incident.
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| 04/28/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Back in XXXX I had made a payment to my car loan I have with citizens online, a few days later I had found out that they had taken out more then what they should have which left me in the negatives, I called citizens and I told the person I was on the phone with, they told me that it was my fault that I had to fix it because Im the one who did two payments I told that person that I just want my money back cus they made two transactions and she was so rude, and I told her I just wanted my money back cus I was supposed to have {$300.00} and something dollars left to bills, she told me that they would send a check that was going to be for the amount I make my car payments on. So when I got the check I put it in my bank to make that payment for my car loan and my XXXX XXXX couldnt accept it because they told me the bank did something wrong and they had to fix it. When I called citizens to see what happend they told me my bank had the check so they had me calling my bank and citizens back and forth until I talked to someone that was able to help me and told me that the check was on its way back to them once they receive the check they would make the payment that I was supposed to have made, but when I called again citizens they told me I couldnt use the check because I didnt have enough funds in my bank so it wasnt valid so then i faught with them for days to see if I could skip that payment or if I could have go back to back of the loan and they said no. So now my credit has gone down hill because I was counting on that check to help me pay for that car loan and now I dont know what to do if you could please help me I would appreciate it thank you
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| 11/03/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened a new checking account at a local Citizen 's Bank ( CB ) branch. CB was running a promotion ; make {$500.00} in direct deposits within the first 60 days and CB will deposit a {$200.00} bonus. I asked the banker, XXXX, if the initial qualifying {$500.00} direct deposit could be broken up into multiple deposits, or had to be one large lump sum. She specifically told me that as long as the direct deposits added up to {$500.00}, either would be fine.
I immediately adjusted my funding accounts at work for two direct deposits of {$250.00} each to be deposited over the subsequent two pay periods ( totaling {$500.00} ). However, the {$200.00} bonus was never credited to my account. I called in after the 60 day period expired, and was told that the initial deposit had to be one lump sum of {$500.00}. So I contacted XXXX, who advised that she reached out to CB 's marketing department and asked for an exception. Unfortunately, the exception was denied, even though she initially advised us that the qualifying deposits could be broken up.
I attached the e-mail conversation with XXXX. She advised that she never stated that the initial deposit could be broken up. However, I would not have broken up the deposits if I was n't informed I could do so. The only reason I broke up the deposits was because it was more of a convenience ; doing the one lump sum would have required me to temporarily delete one of my funding accounts from my company 's payroll system.
The whole ordeal has been really unfair. I know it 's my word versus the banks, but I really feel that this is a UDAAP issue. Please make an exception and credit me the {$200.00} intro bonus.
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| 06/30/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
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Web |
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I called at the end of XXXX to increase our Heloc so we could do our upper roof - we currently have a line of $ XXXX and wanted to increase it to $ XXXX. XXXX XXXX said to try to go for the max amount and we could always bring it back down so we did. I supplied all the needed docs within one week. I then did not hear back. I checked back with him and he said he was to try to get a closing date on XX/XX/XXXX. We then had another verification of employment done and were expecting a date shortly thereafter. I then received a call from XXXX XXXX the processor and she said she normally did not deal with these so she was not sure but the underwriter wanted to pay down some items even though our appraisal came in higher than expected at $ XXXX. We only owe about $ XXXX on our mortgage so even with the increase to the $ XXXX we have on the Heloc we were in good shape with loan to value. We agreed to pay off a credit card, I also closed a credit card I do not use and lowered the limits of other cards I have that we did not need that much credit on. I used to work in mortgage so I know how they work. I have yet to hear back with an offer of what amount is approved. We have very high credit scores and we also have a ton of equity and rental income in our rental properties. I have asked for the underwriting manager to review this as this does not add up. We had been approved in a week when we originally took out the HELOC. I would like this investigated as soon as possible as our roofing project has been put on hold since XXXX at this point. Thanks for your help in contacting them and fining them if need be for not addressing our needs in a timely manner.
|
| 06/27/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
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Web |
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I previously submitted a complaint with the CFPB. I learned today from XXXX, through your office, my complaint was denied. She read me the letter from the bank 's representative, XXXX XXXX. I have talked with XXXX XXXX since my complaint was filed at least twice and he never mentioned the reasons for their denial. I am outraged and appalled. Never had the bank or any of its representatives mentioned to me that my loan was submitted through the Community Reinvestment Act ( CRA ). My loan, I learned today, was approved through XXXX as my income was " too high '' to qualify for the CRA. As a result, the {$2500.00} credit that was continuously stated on the bank loan documents is not being refunded. My closing costs were almost doubled to {$11000.00} due to the CRA denial ( $ XXXX {$2500.00} = {$6100.00} ). Not only that, but during my conversation s with XXXX XXXX, I pointed out the bank delayed the closing of the mortgage loan with continuous requests for multiple XXXX 's bank statements, pay-stubs from my wife, two P & S extensions from the sellers, which caused substantial extra costs for rental and condominium fees. I was fortunate this did not cause the sale to collapse. I 'm attaching previous documents submitted as well as additional information. I expect the bank to refund these additional fees and expenses which has resulted in substantial costs to close the loan in XXXX 2016. Not only that, they ignored my initial requests last year, on multiple occasions, which I also mentioned to XXXX XXXX. All his seeming assurances to me were apparently just a time stall tactic. I hope that this new complaint is speedily resolved to my satisfaction.
|
| 09/07/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
This complaint submission is in regards to an Unauthorized Inquiry reported by CITIZENS BANK. I have made attempts to rectify this matter with them directly as they have now been unresponsive. I have not done any business nor have any revolving accounts with them. CITIZENS BANK is currently in violation of the Fair Credit Reporting Act, 15 USC 1681. I spoke with a Supervisor in the Consumer Finance Department by the name of XXXX XXXX, who claim they don't have anything on file. I then received their Fax and Mailing address to forward them an Inquiry Validation letter. The Supervisor XXXX stated to send everything over and they will fax all correspondents to the number provided. A fax confirmation was received on both ends and I still haven't received a response since XX/XX/2019. It was confirmed through my fax machine that the Supervisor XXXX had received the files ; however, after more then 15 days of notifying them, still no response. I specifically asked for proof of me agreeing with a signature or judgment by law stating I gave my legal consent to conduct any credit inquiry. I have never made any agreement with them nor plan to in the future due to the poor service I received to rectify this matter. I am requesting CITIZENS BANK immediately remove me from their systems, remove the Hard Inquiry on me, and update all 3 major Credit Bureaus ( XXXX, XXXX, & XXXX ) on this action. At this point they have failed to provide any competent evidence or any legal obligation. Once again, CITIZENS BANK is currently in violation of the Fair Credit Reporting Act, 15 USC 1681, and if this report is not updated immediately I will be taking legal actions.
|
| 02/14/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Bank representative was well aware of elder financial abuse and did not take steps to prevent continued exploitation. Representative disregarded & allowed abusers to fraudulently revoke a durable power of attorney put in place to protect the elder from continued financial exploitation ; further allowing those responsible for the theft of more than {$6000.00} from the elder 's financial account during the period XX/XX/2018 to XX/XX/2018, to open another account in the elder 's name willfully accommodating continued theft and financial abuse. The representative and the branch have been complicit in exposing a XXXX year old XXXX XXXX patient to further risk, and have not followed procedures for reporting this issue to the appropriate internal fraud / legal units. As the Principal Agent named in legitimate Durable POA, I was not notified of the closure of a valid account set up for the elder 's protection, nor was any due diligence conducted on behalf of the bank to identify the validity of a fraudulently submitted POA revocation presented by the individuals known & identified to be responsible for prior abuse. The behavior of the bank & its representative were unethical and reckless causing financial harm to client. A formal police report has been filed identifying the representative citing his willful blindness, as well as the individuals responsible for the theft of the elder 's funds. Additionally, a report has been filed with XXXX Elder Protective Services naming the abusers and the representative at Citizen 's Bank given the negligent aid in the continued unauthorized and unlawful theft of a vulnerable person 's limited, financial assets.
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| 01/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
Older American |
|
A check we wrote was stolen from a gift box at a wedding and was cashed. It was endorsed as make payable to another party, XXXX XXXX.
Seven other people were affected by the same fraud but all of them had their funds returned to them within four weeks by their banks according to information I have.
It was check # XXXX for {$300.00} written on XX/XX/XXXX and cleared my bank on XX/XX/XXXX. Due to honeymoon of the bride and groom, the first knowledge of the stolen checks was documented by a police report dated XX/XX/XXXX. This report was provided to my bank when a copy was made available to me from the police department on XX/XX/XXXX. I was notified somewhere between XX/XX/XXXX and XX/XX/XXXX of this fraud, but no longer have the detail of when I contacted Citizens and received information on how to file the fraud claim with them.
Citizens responded with a letter dated XX/XX/XXXX, that they had received my claim and assigned it claim number : XXXX XXXX XXXX XXXX.
I have contacted the Citizens Bank fraud department listed on this letter at XXXX at least ten times in the ensuing time for an update. The response is always the same ; " We have sent an email to the bank that cashed the check, XXXX XXXX, and are awaiting a reply. '' I have also reported this as advised by the fraud department agent to ; XXXX but have only received the same response that they are waiting to hear from the other bank.
Now, in XX/XX/XXXX, it has now been 16 months and there is no promised path by Citizens Bank for resolution.
If this were a more substantial amount, say for a rent payment, a client could be in serious trouble.
Thank-you for any assistance.
|
| 05/29/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I have repeatedly attempted to resolve this with Citizens Bank 's customer support system, and they have actively neglected to follow through on any calls I have made about illicit withdrawals from my account. A data breach at Citizens occurred at some time on the XXXX of XXXX, wherein an unapproved verification deposit and subsequent withdrawal of XXXX cents by XXXX was made on my savings account. I discovered this on the XXXX of XXXX and I contacted Citizens to request that a new savings account be created and my funds transferred to it so that my money would be protected. Citizens did not do so, and then later that day on the XXXX, two XXXX dollar withdrawals happened via XXXX. I contacted Citizens again, voicing my concern and distress, and they claimed to have initiated a claim on my behalf, stating that they would contact me in 10 days if the problem had not been resolved.
10 days later, I had still received zero contact from Citizens Bank, and still no new account had been created to protect my funds. I checked my account to find that ANOTHER two XXXX dollar withdrawals had occurred, and that the previous amounts stolen from my account had still not been returned to me.
I have been attempting to contact Citizens Bank for the last twelve hours. There is no online system for reporting fraud, so it must be done over the phone- but their phone system frequently hangs up rather than direct you to any human operators. It will often directly hang up the instant you call them, as well. Once I finally reached an agent, the agent hung up on me when I requested to start a new claim to recover the second set of funds stolen from my account.
|
| 12/17/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Background : I have a checking account and Line of Credit that is in repayment with Citizens Bank. My company also has accounts with Citizens. Every month since the LOC went into repayment my company cuts a check for at least {$700.00} which more than covers the amount due every month.
On XX/XX/XXXX I mailed the {$700.00} payment as I normally do every month. On XX/XX/XXXX I received a statement from Citizens indicating that my payment was over due. I went online immediately and transferred {$600.00} and {$10.00} from my personal checking to cover the overdue amount.
On XX/XX/XXXX I sent in another {$700.00} for the XXXX payment. On Saturday, XX/XX/XXXX I received a certified letter which said that they were going to start foreclosure proceedings. On Monday, I called the help line and after 3 hours was told that the payments never posted and that I had to prove that they were paid. All of the accounts are Citizens accounts. I was told that they could see the payments coming out of the account ( XXXX ) that the checks were cut from but couldn't see where they were posted to the account.
So as of today, XX/XX/XXXX, despite several calls and a visit to the local branch, Citizens has received over {$2000.00} ( two checks, one online transfer ) and not one dollar has been credited to my LOC! I also can't find out where the online transfer went. Although it shows it debited from my checking account, it doesn't show that it was posted to the LOC.
I suffer from XXXX XXXX and XXXX and have been extremely stressed out and can't sleep because the whole thing is Citizens fault and no one will help me straighten it out. All I get is a run around.
|
| 12/13/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
|
|
Web |
|
|
On XX/XX/XXXX I want to buy a XXXX from XXXX they advertised that the only way to purchase on XXXX XXXX is to finance through citizen one bank, I input all my personal information and right away they tell you that you are declined, later I got an email that said that my identity can not ve verified and if you have a question to call XXXX which I called same date XX/XX/XXXX XXXX from customer service told me that the said the same to all applicants that way they have to call to finish the application my was XXXX I told that was unethical what they were doing and that I don't want to continue with the application and to don't report it to my clean credit ( I haven't have a hard enquiry in more than 3 years ) he agree and gave me a confirmation # XXXX today XX/XX/XXXX I check my XXXX XXXX and I see a hard enquiry on XXXX from Citizen one Bank I called them and they told that it was reported because I applied and I was declined I asked the declined reason and she said because applicant doesn't meet program guidelines, I asked what are the guidelines and she couldn't tell me. I told her that I was told that wasn't going to be reported that I have a confirmation # for the removal she didn't listen and told me to dispute with the credit bureau that they can not remove it, I told that they can and they should because it's illegal advertising and they can't tell all applicants to call them to verify that is unethical if you apply and fill requirements should approve on the spot. I want them to remove this enquiry from credit bureau because it will affect my credit for 2 years. My name XXXX XXXX, phone XXXX, address XXXX XXXX XXXX XXXX CA XXXX
|
| 05/26/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Company has refused to give us information on their policy regarding these issues below : 1. I have done extensive work on our home and need to have it reappraised ( WE ARE REQUESTING AN APPRAISAL BE REDONE AS THE VALUE HAS INCREASED GREATLY ).
2. I was told from beginning of loan that we are responsible for the Hazard Insurance and condo fees paid .I have paid it in full effect from XX/XX/XXXX to XX/XX/XXXX. We have called our Insurer and have been told that we can not make a payment until XX/XX/XXXX due to rates not having been sent or bills will not be sent out until then ( AT WHICH TIME WE WILL ONCE AGAIN MAKE FULL PAYMENT FOR A YEAR AGAIN XXXX ). THEREFORE THIS CANN0T BE INCLUDED IN THE OVERAGE THEY CLAIM ON THE ESCROW ACCOUNT DUE TO THEIR ERRORS IN CALCULATIONS AND MISAPPROPIATING FUNDS.
3. Request for Federal law to be followed regarding forbearance for three months to not affect my credit and to be put the4 back end of loan not to be due within 3 months after the forbearance period ends per Covid-19 pandemic.
I am disputing the so called Shortage and wondering where the funds collected at closing went and the HO-6 fee of {$310.00} paid in full for XXXX year not due until XX/XX/XXXX but will be paid upon issue of bill from company to be sent out XX/XX/XXXX to be paid in full once it is issued. MOST IMPORTANTLY THEIR IS A NEED FOR HOME TO BE REAPPRAISED AS SOON AS POSSIBLE TRIED TO HAVE THIS DONE PREVIOUSLY TOLD mASS HOUSING DID NOT PERMIT IT CALLED mASS HOUSING AND THEY STATED THEY HAVE NOTHING TO DO WITH THIS AND WOULD NEVER TRY TO BLOCK ONE FROM GETTING AN APPRAISED TO UP THE VALUE OF THEIR HOME ONCE WORK HAS BEEN DONE.
|
| 05/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
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}.
|
| 09/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I paid off my home loan to Citizens One Home loan in XX/XX/2020. At the time of closing there was over XXXX XXXX dollars in the escrow account. Citizens claims to have mailed me two checks that I never received. I would like to get this closed out and my money back as soon as possible.
They made me go through a lengthy waiting process before declaring the checks missing. They made me sign a paper they send it the mail saying I didnt get the check and to send another one, all understandable. After the second check went missing, they are mailing me another form and then again going to just mail a check for a third time. I would like to establish a better way of sending payment than whatever is or isnt going on in the mail.
They are asking me again to sign a document saying I didnt get the check so they can send out a third check. I will sign the document. I asked they email it to expedite the process and they said that was impossible. I asked that we try another method of getting me the money. I offered to pay for a wire transfer and they said a check was the only way they could pay. I asked the check be sent overnight with a signed signature requirement. I offered to pay for it They said they cant do that and their policy is to only mail it. I also offered to go to them across the country and sign the document and pick up a replacement check. They said that too was impossible and not to come.
After two failed checks in the mail Id like to pay for a better way to get my XXXX XXXX dollars. Citizens was very unhelpful and seems content with their failed archaic methods. I am not. I would like my money, it's been over 10 months.
|
| 06/11/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
I have a car loan with Citizens One Bank. Im at the end of my loan payment for 72 months never late. I have been paying more than I need to pay for years to get my loan paid down faster. On XX/XX/2021 my loan payment due date the loan principal was {$1600.00}. Since Im ahead on my loan payments my XX/XX/2021 payment was XXXX. However, I paid {$200.00} on XX/XX/2021. Now my principal balance as of XX/XX/2021 Billing statement is XXXX. {$5.00} was used for the interest.
Then I looked on my Citizens One Web page and my bill has gone from {$1400.00} to now XXXX Principal balance. My next month payment was {$260.00} for XX/XX/2021. Now its changed to {$490.00} for the month of XX/XX/2021. Without my knowledge or consent with Citizens One someone reversed my payment of XXXX making the XX/XX/2021 to {$66.00} to my principal instead of my regular payment. With {$130.00} missing out of my account and I have not received a refund.
I called on XX/XX/2021 to an agent who gave me a conformation number of XXXX regarding my issues. Then Hung up the phone one me soon after. Then I called back to Citizens One requesting a supervisor then I was transferred, and the phone call was disconnected again. Then I decided to file a complaint with the Consumer Financial Protection Bureau. I want my payment to be changed back to the principal balance of {$1400.00} with the {$200.00} payment I made on XX/XX/2021 billed to the regular payment. I'm still ahead on my loan payments. My loan payments are {$49000.00} a month. My last loan payment with Citizens One is XX/XX/2021.
Requesting my bill to be reversed back to the Billing statement of XX/XX/2021.
|
| 09/13/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
- Confusing or missing disclosures
|
|
Web |
|
|
On XXXX XXXX, XXXX Citizens Bank received my money via an ACH debit transaction from XXXX XXXX Bank. Citizens Bank did not disclose to me that they received my money, There are no electronic transactions, emails nor phone calls from them to me at all to show that the money even exists, even to this date ( XXXX ) I then called XXXX XXXX to confirm that the transaction did in fact take placeXXXX XXXX gave me a trace number and the date of the transfer. and also told me that the transaction was in fact accepted and not rejected. I then called Citizens bank again on XXXX XXXX, XXXX, and several other times i was told : 1 ) on ( 3 ) different calls that there was a paper check issued for the balance after the debt to citizens was resolved and i should recieve it in 2 to 3 business days 2 ) on 2 different calls i was told there was an electronic transfer that was going to take place with in 2 to 5 days and it has now be 7 the last call ( XXXX XXXX, XXXX ) made to Citizens bank complaint department regarding the entire situation from start to finish only to be rudely dismissed as though my complaint and money do not matter. Citizens Bank has still not given me my funds, as a result of this ridiculous hold, i have now lost my vehicle in XXXX. Had my Car insurance cancelled for non payment. My Credit card which was opened to build credit is now late for the 1st time in 18 months of perfect payment history. and my landlord because i was unable to pay money promised to him for back rent owed is now threatening to evict me. Citizens Bank is aware of all of these details and promised to expedite the process and has not given me my money.
|
| 05/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I am writing this letter to file a complaint against Citizens Bank. I applied for a mortgage with Citizens all the way back in XX/XX/2020 and I am still waiting to close the loan so that I can use the cash for my project yet the bank is stalling the process by constantly telling me that I am almost there without giving out any details or properly responding to my messages. Most messages to my loan processor are not returned. I could have worked with another bank if they honestly told me that it would take longer than 6 months to get a mortgage from Citizens but I have wasted many months waiting for them to close this loan so that I can move on with my life.
The loan officers try to make your application look as if you just started the process in order to make the back log numbers under control by telling customers that their file has just been completed months after the customer 's original application date.
If you audit this bank you will also notice that they have a long back log of customers waiting for an approval since they have very poor IT infrastructure. It is very common for them lose your documents and and ask for bits and pieces of documentation although I have provided the same document months ago.
Institutions with poor infrastructure like Citizens are slowing down flow of credit to XXXX consumers despite tremendous efforts our government has provided in order to prop up the XXXX economy. However credit is being held up by institutions like this due to poor management and poor infrastructure.
I have significant amount of documentation I can provide to show how poorly managed the underwriting process is.
|
| 08/04/2021 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
This is a continuation of automatically closing claim CFBB XXXX.
1 ) Citizens bank sent amount of debt to collectors and should not have. They locked online access and took 6 months to send requested bank and credit card statements.
2 ) Bank overreached into my accounts without my consent and shuffled and made adjustments with my money all over the place.
3 ) when they did charge-off ( which should never have occurred ) as I covered all payments and brought in funds to bridge the deficit while dispute of what occurred over an overdraft occurred. Bank did not provide satisfactory and sufficient paperwork needed by customer, myself, to reconcile all four accounts involved. Requested multiple times. Statements were adjusted snd rewritten by bank since An third party check into account overdraft if account took place and differed between what was showing and I read online, what was in mobile application and weekly electronic mini statements, by telephone, and phone call reconciliation due to refusal to supply paper documents of all 4 accounts.
XXXX ) citizens bank has recorded the wrong amount of chargeoff which shoukd never have been a chargeoff in the first place as they never assisted in an appropriate statement reconciliation in the first place when I went to brsnch anc requested. Bank still needs to correct and reverse, remove chargeoff so this does not affect my credit. since receiving paper statements in XXXX and reviewing, bank and I have agreed there is only a {$2000.00} deficit based on this set of documents ( these dont match what was online ). Yet payment terms still continue to be through a collection agency.
|
| 03/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I have been trying to refinance my home mortgage from Citizens Bank to XXXX. I currently have a 30-year 4.75 % mortgage with Citizens and I'm trying to refinance with XXXX to a 15-year 2.50 % mortgage. I applied at both Citizens and XXXX to refinance. It took Citizens over a month to respond after reaching out to their Home Loan Officer. After getting paperwork signed with XXXX on XX/XX/2021, they have kept me up-to-date with everything along the way. The Loan Advocate with XXXX reached out to me on XX/XX/2021 to let me know that the last thing needed to close this refinance was the Payoff from Citizens Bank. She said she has been trying to contact Citizens since XX/XX/2021 but she continuously is told that she has to wait 5 more business days, then has to call again later to reopen another ticket. She called again on XX/XX/2021 and XX/XX/2021, when she says Citizens hung up on her. I called Citizens on XX/XX/2021 and I was hung up on when i tried to reach out. I took a half-day off work on XX/XX/XXXX to go in-person to speak with someone to make sure everything was taken care of. The woman I spoke to said XXXX would get an email within 20 minutes. The following day, the XXXX XXXX XXXX said that she did not receive anything from Citizens so I called their Mortgage XXXX phone number. I was on hold for so long I had to get off the line because my lunch break was over and the woman I spoke to said she would call me back. She did not. My XXXX " Lock-In Agreement '' expires on XX/XX/2021 and it should not be this difficult to close because the woman at Citizens said they " refinance all the time, this shouldn't be a problem ''.
|
| 10/25/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
|
|
Web |
|
|
Citizen One bank ( Citizens Bank ) opened two fraudulent lines of credit in my name.
I discovered the first line of credit on XXXX and contacted the bank. I had to explicitly request that they check if other lines of credit had been opened in my name, at which point I was informed that there was a second line of credit in my name. It took them over more than seven business days for them to send an automated email with instructions on how to submit a dispute. There is no way to contact the ID Theft Department directly -- I am forced to go through the regular customer service line ( they indicated that this was because of volume -- they just didn't have enough people to answer all their identity theft related calls ). The email they provided would not accept attachments -- even though this is the way they instruct you to submit your dispute materials ( I zipped and reduced the size of the files, and I tried from two different computers and two different browsers -- no luck ). They have yet to acknowledge receipt of my dispute packet, and I am unable to get through to any human being able to confirm anything related to the process. They also disputed my credit dispute with XXXX -- telling them it was accurate.
I am appalled how little responsibility this bank has to address the problem. I am appalled that they allowed these two lines of credit to be opened in my name -- anyone actually reviewing my credit history ( excellent ) would have easily seen that I did not require two different microloans for two XXXX. As a consumer, I have been left with no way to get this problems fixed -- I am wholly at the mercy of this bank.
|
| 01/25/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
I was scammed out of {$2000.00} by someone pretending to be Citizens Bank. I received texts stating, " Citizens Bank Fraud alert- reply Y or N if the purchases are authorized. '' I then selected " N '', and received a text saying, " Thank you, Citizens Bank will be with you shortly. '' Then, someone on the phone told me that a claim was put in and asked me to verify my email. It was only after the fact and after going into the branch that I realized it was a scammer all along. The scammer hacked into my online banking and used a service called XXXX to send himself payments of {$1000.00}, {$900.00}, and {$100.00}. I could not access my online banking so I knew something was up, so I went into the branch at XXXX XXXX in XXXX, MA on XX/XX/XXXX. I was told that a claim had been filed and I should get all the money back by the end of XXXX by XXXX XXXX XXXX and XXXX XXXX. By the end of XXXX, I called the bank once more as the money was not returned. The fraud department told me that they could not find a claim. So, we had to submit a whole new claim as the bank either lost it or a claim was never filed and I was lied to. After filing the new claim, I was told that a provisional credit would be given to me so that I would get the {$2000.00} back. Once more, I did not get a provisional credit and contacted the bank once again. XXXX told me that they are just backed up and I should get the money back. Then, I received a letter in the mail dated XX/XX/XXXX, from Citizens Bank which stated that they dispute the claim saying that the {$2000.00} was authorized by me ( which it wasn't ) and thus, they will not credit me the {$2000.00}.
|
| 04/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I recently opened a checking account with Citizens Bank in XXXX of 2021. I opened this account by clicking on a link that demonstrated a bonus for starting the checking account that included {$100.00}, {$2.00} per transaction made with the debit card for up to 50 transactions. I completed these 50 transactions and then inquired with the bank as to why I did not receive the bonus. They stated that the transactions had to be " in-person '' transactions with the physical card, however, their terms and agreements state that the transactions can be " in person '' or " online '' transactions with the debit card. I called Citizens Bank again to try and rectify this situation, and the representative stated that they could not provide me with the bonus unless I told them over the phone the promo code I used to sign up for the checking account. I asked them why this was necessary, as I must have entered the promo code into their website when signing up so they should have a record of what promo code I used, however, they stated they did not have this information. The promo code was on a mail flyer that I have since thrown away after opening the account back in XXXX. There was no statement on the mail flyer that I must keep that flyer so that I could receive my bonus four months later. I'm not sure what the point of entering the promo code during sign-up is if I just have to recite it again four months later when it comes time to receive the bonus. I completed the bonus requirements and feel as if Citizens Bank wrongfully coerced me into opening up a checking account without providing the bonus they stated they would be providing.
|
| 06/10/2016 |
Yes |
- Money transfers
- International money transfer
|
|
|
Web |
|
|
My mom owns timeshares XXXX at a place called XXXX. She had been paying a monthly maintenance fee and had been researching ways to get out of the contract or sell them.
Then one day she receives a phone call from a company called XXXX XXXX XXXX and they offer her {$56000.00} to purchase the timeshare. All they asked she do was send {$5600.00} in fee 's to the closing company XXXX XXXX XXXX and they would send her the funds from the sale. They communicate through email and they fax her official looking paperwork and my mom wires the money to XXXX thinking they will send her the $ XXXX. This whole thing is a Scam.
Now I am trying to get her the money back and have these criminals arrested. She took a cash advances on her credit cards and can not afford to lose this money. I am just so angry with the criminals for ripping off my Mom and want them brought to justice.
The XXXX who sent the wire asked no questions and just sent the funds to XXXX. I work in banking and we are trained conduct conversations with clients prior to sending funds to spot red flags. Had this banker done his job he would have realized this was a scam. I am meeting with the branch manager tomorrow. I also contacted the wire room at the bank and their investigations department but I know the chances are slim of getting the funds back or having an arrest made.
My mom is filing a police report and a report with the FBI. I also called XXXX Bank where the funds where sent and they said the XXXX Bank where the funds where received is in XXXX and is separate from the XXXX Bank. I have been unable to get in touch with XXXX Bank in XXXX but am still trying.
|
| 02/17/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I switched our home security services to XXXX. I was told the equipment could be paid monthly ( not by pulling our credit and placed on credit report ). The technician showed up for installation and I was told to sign contract. The contract was to pull my credit report for the equipment ( I was not happy about this b/c this was not what I was told prior to install ). The technician did not complete the job and outdoor camera never worked. I spoke with XXXX representative and we canceled all services the following business day, but reached out to technician next day ( he never responded ). XXXX sent email stating I was no longer liable for services or equipment and a technician was sent to uninstall the remaining equipment. I was sent notice from Citizens Pay that my application was not approved because the credit bureau was unable to verify my identity. ( XXXX misspelled my last name which was also misspelled on the account which I told technician ) I was then notified by all credit bureaus I had a new account opened in my name. I called XXXX and spoke with representative about the account being removed from my report. I was told I had to speak with credit bureau 's for removal. I disputed with all bureaus and each state " the account is verified ''. I tried reaching out to Citizens Pay only to get an automated message or XXXX. I can never speak to live a person and XXXX number given is no longer active. In short, the equipment was returned and service for XXXX canceled but the account still shows up on my credit report as active with a balance. Now I am having issues having this account removed from my credit report.
|
| 11/19/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
XX/XX/XXXX I entered into a Modification Agreement with RBS Citizens Bank, in which I promised to repay the outstanding balance over 30 years at a fixed rate of 5 % APR. My principal balance of {$99000.00} would be payable over the next 360 months in equal payments of {$530.00} which includes any interest accured during the billing cycle. My first monthly payment at this new amount would begin XX/XX/XXXX.
I have now made XXXX monthly payments of {$530.00} of which none of the payments are going to my mortgage. Citizens Bank has added on to the agreement an " accrual adjustment '' of {$6400.00} and also are charging me a " Discharge Fee '' of an additional {$28.00} every month. None of these charges are in my agreement or ever talked about.
When I contacted my branch in XXXX as to what was happening, they made several phone calls of which nobody seemed to know what to tell me. Another phone call was made when I approached the bank the next month because I did n't hear from anyone. After doing this for several months, I finally got a call back from Citizens Bank and was told I would hear back within 24 hours. As of XXXX XXXX @ XXXX, I have never heard back from the bank.
XX/XX/XXXX my attorney filed a formal " Notice of Error '' pursuant to XXXX XXXX and have not had a response to this Notice of Error from Citizens Bank as of this day, XX/XX/XXXX.
I need your help again ... At XXXX years young XXXX, I do n't need this horrible treatment from a bank that I have been a customer for the past 32 years. This bank advertises " We 're committed to you '' ... ..I do n't know who " you '' is but it certainly has n't been me.
|
| 06/20/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
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Hello, I have a complaint related to overzealous over draft fees of Citizens Bank, and their systemic ignorance in notifying their customers of the fees. We have 2 accounts with Citizens Bank -- a checking account, and an Equity Line of Credit. The checking account is the default credit account for the equity line of credit. 1 ) XXXX XXXX we paid off equity line of credit and left it open without any balance. We also called customer service to make sure no other fee is accessed on the checking or equity line of credit. 2 ) XX/XX/XXXX7, an annual fee of {$25.00} was accessed on equity line of credit account and checking account was automatically debited as the default crediting account. 3 ) On XX/XX/XXXX, an overdraft fee of {$35.00} was assessed on the checking account. 4 ) OnXX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, a service fee of {$30.00} was assessed 3 times on the same checking account for sustained overdraft, for total of {$90.00}. 5 ) However, during these period, the Citizens Bank only sent notification to their own document center, without notifying us in any other ways through email or phone. 6 ) We only found out these charges after they finally sent us a letter onXX/XX/XXXX. As you can see, Citizens Bank work hard NOT to actively notify their customers of the over-draft fees, but they actively and overzealously charging their customers at the same time. The equity line of credit annual fee is only {$25.00}, but Citizens Bank now charges us {$120.00} in overdraft and service fees within 10 business days by piling on various fees. This is outrageous, borderline of a loan shark. Thanks for looking into this.
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| 11/30/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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Several months ago I fell behind one payment on my mortgage with CCO. I made a payment arrangement to divide that payment up into 6 payments due at the end of the month, instead of the beginning. For the last 4 months I have been paying as agreed and even paying a late fee monthly for the missing month 's balance, while they continue to report me delinquent to the credit bureaus. On XXXX/XXXX/2015 I found out from my insurance company that due to changes I had made to my policy many months ago, my insurance dropped significantly. The overage had been returned CCO Mortgage months ago. I contacted CCO to verify this, and the told me my escrow account now had a surplus. I am upset because the company refuses to release that money to me so that I can apply it to the my negative balance, and they refuse to apply it to the negative balance themselves. Instead they are requiring me to pay off my balance before they will apply the excess funds in the account to my loan. I believe this is an unfair practice because if I had no balance they would return the money to me. I understand CCO not wanting to release the money to me, but not why they refuse to apply it towards my loan. This is simply a way for them to continue profiting from the late fees they are charging. If they were to apply the surplus to my negative balance, not only would I no longer be delinquent, I would still have a surplus. This is also affecting my credit, as they continue to report me to the credit bureaus as late every month until that one month I was late is paid in full, even though I have been paying my payments as agreed in the payment arrangement.
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| 07/06/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Problem accessing account
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Web |
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CITIZENS ACCESS CASE Number : XXXX I have lost access to my online bank account since the beginning of XX/XX/2022 when the company performed upgrades on their systems. As part of the upgrade, I was required to update my password. When I attempted to do so I got the following message from their system.
" We have encountered an error- please try again after some time. We apologize for the inconvenience. '' I then called the customer service number on XX/XX/2022 and they were NOT able to access my account with my Name, Social Security Number and Date of Birth. They told me that for some an unknown reason the system did not recognize me. But not to worry had a backup way to verify my identity using public domain information. I got one of the question wrong and they told me that I had to wait 24 hours before they could try again. So I called the next day, had to explain the whole situation to another customer service rep and this time I got the questions right so they were able to access my account. I asked them to help me update the password and they said that they could NOT do it as it was beyond their capabilities and that someone that could help would call me back. I then asked for a direct contact number/email for the of the agent and they said that they were NOT allowed to do so and that I would have to call the customer service number and go thru the same process of answering the public domain questions as they could not associate my account using my my Name, Social Security Number and Date of Birth.
I have a significant amount of money in their account and I am not getting any responses from the ONLINE bank.
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| 04/21/2017 |
Yes |
- Consumer Loan
- Installment loan
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- Managing the loan or lease
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Web |
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A loan was opened to purchase an XXXX on installments thru XXXX . XXXX finances the phones via Citizens One. Order # XXXX was placed on XX/XX/XXXX with XXXX . Due to issues activating the phone on XXXX XXXX I cancelled the order and XXXX issued a full refund on XX/XX/XXXX . Citizens One op ened an installment loan for the purchase amount. Loan # XXXX and began billing my credit card for monthly installments. I was bill ed 3 consecutive months for a phone that was already fully refunded back in XXXX . I was able to have payments stopped the end of XXXX and hav e Citizens One iss ue a refund for payments made. At this time I was ensured that the account was closed. On XXXX XXXX I received a final notice from Citizens One tha t the above mentioned loan is delinquent and will be closed for non payment. And my file would be reported to the credit bureaus and collection was to be made. I called Citizens One on XX/XX/XXXX . Spoke with rep who told me I would receive confirmation within 48 hours. Nothing happened. On XXXX I called and spoke with Floor Supervisor XXXX who insured me she personally will resolve the issue with their escalations department withi n 24 hours. She gave me a claim # XXXX as reference. After 5 days again nothing happened. I called again on XXXX and spoke with XXXX who again said escalation is working on it and I would hear back i n 3-5 busine ss days. Again the Time has elapsed and nothing. I would like this resolved as I do not owe Citizens One any money and do not wish my credit to be negatively affected by this situation.
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| 12/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a standard 30 year mortgage with Citizens. Citizens assumed the mortgage about 1 year ago. I am current on all my payments -- in fact, I regularly pay about XXXX months in advance.
MY ESCROW ACCOUNT IS SIGNIFICANTLY OVERFUNDED. Despite at least five phone calls to the Citizens escrow department over the period from XXXX to XX/XX/2022, the issue was never resolved.
The ESCROW STATEMENT sent by Citizens to me ( dated XX/XX/2022 ), has an OBVIOUS ERROR on the table on page XXXX of the statement. The computer or person populating the statement ERRONEOUSLY assumed ( for some obviously wrong or possibly bad faith reason ) that there would be {$0.00} of payments to the escrow account in the ( at the time future ) XX/XX/2022 and XX/XX/2022 periods. The statement therefore ERRONEOUSLY calculates a starting shortfall that needs to be made up with an additional {$150.00} / month top up escrow payment by myself over the coming year. The math is OBVIOUSLY, and simply, wrong but Citizens has never corrected it or generated a new escrow statement. When I made my phone calls to Citizens in XXXX and XXXX, THESE TWO ESCROW PAYMENTS HAD ALREADY BEEN MADE, so I can only assume that the Citizens escrow department is either completely incompetent or acting in bad faith. No one ever responded knowledgably, or helpfully, to my concerns. They either ignored me completely or forwarded me to another phone rep that they indicated -- probably dishonestly -- was a manager.
Not only should I not be contributing {$150.00} / month additional money into the escrow account, but several thousand $ should be refunded to me immediately.
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| 04/02/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
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Two fraudulent charges fro {$450.00} were made at the XXXX XXXX on XX/XX/XXXX using my card number. I was in possession of my card the whole time and was out of state the date that this purchase was made. Citizens Bank froze my card in response to the fraudulent charge, I then called them on XX/XX/XXXX to confirm that the fraud was fraudulent. The representative I spoke with said that the charge would be removed and that Citizens would send me a new card. I received my new card and my billing statement was updated to remove the amount.
On my XXXX billing statement, the two charges of {$450.00} were placed back on to my account, as an " account adjustment. '' I immediately called Citizens to dispute why the charges were placed back on to my account, as I had verified them as fraudulent, and under federal law I could only be held responsible for a maximum of {$50.00} of those charges. I was not able to get a response as to why I was re-charged for these purchases, and was told that the customer representative was " emailing the fraud investigator '' and that I would hear back in 2-3 business days. I heard nothing from Citizens and called again on XX/XX/XXXX and was told the same thing, that the representative would email the fraud investigator and that it should be removed from my account. This time I was told that it would take until the end of the week ( XX/XX/XXXX ) to get a response. I again received no response, so called today, XXXX, to again follow up on this issue. I asked that the issue be escalated to a supervisor and indicated that I would be filing a complaint with the CFPB and cancelling my account.
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| 10/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage with Citizens One. It has an impound account. And I have set up automatic mortgage payments through my bank. In fact, I set up a little extra so that it would go toward principle.
Since I pay automatically, I haven't always looked at every single statement from the lender. Earlier this year, I missed a letter stating that there was an adjustment to my escrow account. Because of this, there was a month where my payment was {$87.00} short. As soon as I realized this, I contacted the bank to try and get the situation resolved. With each contact, I did everything they told me to do. I adjusted my monthly payment to exactly what they told me to pay. But every month since XXXX, the payment is still not right causing issues with my account. I've escalated to the CEO of the bank without any help or resolution.
In the middle of all this, I tried to purchase a different home. I was denied a loan because they reported late payments on my account, making it seem like I was delinquent in the mortgage payments, rather than the {$87.00} escrow shortage.
Even though I shared proof of everyone I spoke with and everyone I escalated to and every payment adjustment I made based on those conversations, they would not issue a courtesy removal of the late escrow payment to the credit bureaus. To this day, I'm still getting two bills for the same month and the amounts are different than what supervisors were telling me to pay.
This awful situation has negatively impacted my future. I've had this loan for about 10 years and this is the first time I've had an issue. And still they would not work with me.
XXXX
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| 06/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2020 I paid off my Citizens One Home Loan. On XX/XX/2020 Citizens One Home Loans issued a Escrow refund of {$5500.00} via a check # XXXX. The check arrived in the mail XX/XX/2020 ripped in half and I was unable to deposit the half I had due to missing pieces. I contacted Citizens One to receive a callback on XX/XX/2020. Upon getting the call I was told to return what I had of the check with a letter requesting a new check. I mailed the check back on XX/XX/2020 with a letter stating the account number, the check number, and direct request to have a new check issued and requested to have a notice to my accounts secure message that the check was received. I never received any notices. On XX/XX/2020 I requested another call from. Citizens One Home mortgage to get an update on the status of the check. I also sent a secure message to customer service. During the call I was told that there were no updates on my account and no new checks were mailed. The customer service rep. said she would open another request on the account to have a new check mailed. On XX/XX/2020 I received a notice over secure messaging that my account shows that I notified Citizens one mortgage that I mailed the check on XX/XX/2020 and that a new check would be issued when they receive the old one. Either they did not process the letter or USPS lost the return letter as it has been 20 days since I mailed the check back and it doesn't take 20 days to mail anything anymore.
It has been 41 days since I paid off my loan. Citizens One Home Mortgage is still holding my escrow hostage and I believe this is in violation of RESPA 1024.34 ( b )
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| 07/17/2022 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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On XX/XX/XXXX I finance a car loan with Citizens Bank with an credit score of XXXX they gave a APR for 6.15 % for 84 months.The loan amount was XXXX my monthly payment was {$590.00} I refinance with XXXX XXXXXXXX on XX/XX/XXXX with a better interest rate APR 2.59 % for XXXX months. When XXXX XXXX paid off my balance I called Citizens Bank in reference to a refund of a partial refund for the Gap Insurance that I was included in the loan which was paid {$1000.00} dollars. They told me that I dont get no refund that according to Wisconsin Law they applied the partial payment to my balance that had reduced the payoff balance. I have been calling several times throughout the year trying to resolve this issue. I kept getting the runaround.
So in XX/XX/XXXX I still didnt understand why I havent received a check. I spoke with customer service they explained to me why I didnt receive any money back. This time I finally requested an copy of my payment history.
When I received the papers in the mail I notice that they applied an substantial amount of my car payment toward the interest instead of the principal. My first car payment of XXXX was due XX/XX/XXXX I paid on XX/XX/XXXX {$600.00}, {$280.00} applied to principal {$310.00} applied to interest Principal {$40000.00} XX/XX/XXXX {$600.00}, {$300.00} applied to principal {$290.00} applied to interest Principal {$40000.00} XX/XX/XXXX Payoff from XXXX XXXXXXXX {$39000.00} Principal applied {$40000.00} interest applied {$190.00} Fee/other paid {$960.00} principal balance {$960.00} XX/XX/XXXX rebate credit transaction {$960.00} fees/other {$960.00} Principal balance XXXX
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| 10/12/2021 |
Yes |
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- Trouble during payment process
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Web |
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This is in regards to complaint # XXXX. The bank reached out and did some research and realized that they never had our loan endorsed by HUD. They sent a letter saying that it was never endorsed, and that they actually added {$13000.00} back in XXXX for our initial PMI downpayment. I followed up with Citizens and asked the questions below, but have not received a response, and they closed the complaint out.
1 ) Are we going to be refunded for the monthly PMI that we paid as well? If the loan was never endorsed by HUD, why would we be paying monthly PMI payments to Citizens? Those payments are supposed to go to HUD for FHA backing, and if they are not going to HUD, why were we charged monthly for this? Ultimately, Citizens is still pocketing well over {$12000.00} from us from those monthly payments. Could we please get a full breakdown history on exactly how much we paid ( both up front and monthly, and a statement on how we can come to a resolution here?
2 ) Why were we never notified about this refund back in XXXX? This is a pretty big error, and we were never notified about it at all. Also, since it was a pandemic and money was tight, it would have been nice to have an option to get that money back as a check rather than putting it towards the principal of the loan. If we never had to pay that to begin with, it would still be liquid for us during this time ( rather than on the back end of our loan ).
I even told the Chairman 's Office that we did not want to be annoying and submit another complaint, but they closed the previous one out and have not responded. We would just like a true resolution here.
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| 07/06/2021 |
Yes |
- Checking or savings account
- Savings account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I received a promotional flier from Citizens Bank for the following : {$300.00} for opening a new checking account, {$200.00} for opening a new savings account with {$15000.00} in new money and retaining that balance for 3 months, {$100.00} additional for doing both.
The applications were submitted on XX/XX/XXXX. The account was not opened by Citizens until XX/XX/XXXX.
The promotional flier has a clear table for payout schedule. For accounts opened in XX/XX/XXXX, " Bonus will be payed by '' XX/XX/XXXX.
I reached to Citizens Bank on XX/XX/XXXX when I noticed the promotion bonus had not been paid. I spoke with an agent named XXXX who got me to a XXXX named XXXX. XXXX explained that they would have to look into the issue and get back to me stating a manager callback would happen in 24 hours. After no callbacks for 4 days, I reached out to Citizens Bank support on XX/XX/XXXX about the issue and spoke with a different gentleman whose name I did not get. He said the case XXXX XXXX XXXX had an update from that morning saying the bonus would be paid out " by XX/XX/XXXX ''. I have yet to see the payment. Later on the same day ( XX/XX/XXXX ) I received a call from a manager named XXXX at Citizens who confirmed they had an issue with the account opening which resulting in the promotion not being recognized. When asked why the bonus payment would not be applied sooner, XXXX stated " marketing only makes the payments one day a week. '' This is a clear sign of systematic fraud by Citizens Bank to renege on their advertised offerings and to delay longer any resolution of their reneging once brought to their attention.
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| 03/14/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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WE ARE VICTIM 'S OF CHECK WHITEWASHING. MY MOTHER WHO IS XXXX XXXX XXXX AND BESIDES HERSELF OVER THIS ORDEAL, WROTE OUT XXXX CHECKS - # XXXX AND # XXXX - FROM CHECKING ACCOUNT # XXXX - MAILED IN THE SAME ENVELOPE. MY NAME WAS ALSO LISTED AS ACCOUNT HOLDER ON THIS NOW CLOSED ACCOUNT. SOMEHOW THIS ENVELOPE WAS INTERCEPTED AND IT WAS REALIZED ON XX/XX/XXXX, FROM REVIEWING THE BANK STATEMENT THAT CHECK # XXXX WAS FRAUDULENTLY CHANGED TO A DIFFERENT NAME OTHER, NAMELY : XXXX XXXX AND CASHED IT IN THE CHANGED AMOUNT OF {$6800.00}. IT WAS ORIGINALLY MADE OUT TO " XXXX XXXX '' IN THE AMOUNT OF {$80.00} AS A DONATION TO HER PARISH. WE PUT A STOP PAYMENT ON THE SECOND CHECK BUT APPARENTLY, IT TOO WAS WHITEWASHED AND THERE WAS AN ATTEMPT MADE TO PAY OFF SOMEONE'S PARKING TICKET.
ON XX/XX/XXXX, I CONTACTED CITIZENS BANK AND SPOKE TO XXXX XXXX TO INFORM HER AS TO DETAILS OF WHAT TRANSPIRED. SHE SAID SHE WOULD GET BACK TO ME ON IT. SINCE THEN, WE HAVE WRITTEN TO THE BANK, SPOKE TO SEVERAL EMPLOYEES AND FOLLOWED ALL OF THE BANK 'S REQUEST AND WAITED FOR RESOLUTION WE SEEK WHICH THEY ASSURED US OF. THEY BEGAN CHARGING FEES ANDD PENALTIES FOR OVERDRAWN CHECKING ACCOUNT, FOR WHICH WE LATER- WITH HAVING TO SPEND TIME AND ENERGY DEALING WITH NUMEROUS BANKING PERSONNEL - MANAGED TO GET REIMBURSED. THE LAST LETTER SAID THEY WOULD LOOK INTO AS IT USUALLY TAKES 6-8 WEEKS TO FOR A CLAIM TO BE RESOLVED, AND AS WE ARE APPROACHING ONE YEAR, WE STILL HAVEN'T HEARD BACK WITH A RESOLUTION SINCE ; THEY'VE ONLY PASSED THE BUCK ONTO XXXX XXXX XXXX AND WE HAVE NOT HEARD FROM THEM SINCE XX/XX/XXXX IN A LETTER RESPONDING TO MY XXXX COMPLAINT.
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| 06/23/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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My wife and I opened a joint account at Citizens on XX/XX/2023.
As our first deposit we decided on an external transfer from my wife 's bank ( XXXX XXXX XXXX ) for {$1500.00}. The online Citizens account was in my name, and it turns out the bank to be transferred from also needs to be in the online account holder 's name, so the transfer did not go through. Fair enough. This was on XX/XX/XXXX.
As I write this, we STILL have not been able to get our money either returned to XXXX XXXX XXXX or put into the joint Citizen 's account. We have spent over 15 hours on the phone with Citizen 's reps or waiting. We have heard half explanations, confusing explanations, partial explanations. We have put XXXX reps on the phone with Citizens reps, TWICE. We were told to submit a claim and that this would surely resolve the issue, absolutely. I called a week later to find out that the claim was denied. And that all we needed to do was get a form from XXXX XXXX XXXXXXXX. Turns out that was wrong too ( We have heard consistently from XXXX that it is Citizens that needs to act ). I am speaking now to another supervisor, who is friendly and well meaning, but clearly not able to help resolve this issue. We were told that after 30 days, the money should be returned to the originating bank. This has also failed to happen.
Citizens appears to not have any avenue for us to resolve this -- you can only chat or talk to online account reps apparently, there is not email to reach, and no one seems to know definitively how to resolve the issue.
We simply want our {$1500.00} transferred back into my wife 's account.
Thank you.
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| 04/12/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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OnXX/XX/XXXX, I opened a Money Market Checking Account with Citizens Bank ( Citizens Bank is a brand name of XXXX XXXX XXXX ( NMLS ID # XXXX ) and XXXX XXXX XXXX XXXX ( NMLS ID # XXXX ). Citizens Bank corporate headquarters : XXXX XXXX XXXX XXXX RI XXXX ) The account was opened over the phone by a rep who sold me the account while assisting me with online access to another regular checking account. I gave my routing number and account number for a savings account with XXXX XXXX to transfer {$25000.00} to this new money market account.
On XX/XX/XXXX, I received a letter from Citizens saying that they had placed a hold on the funds for 90 business days because of some information on the check not matching. I never wrote a check! The check was generated by Citizens system and the money was withdrawn from my XXXX XXXX account. I have attached a copy of the check that was posted to my XXXX XXXX account.
This is as good as robbery because they won't let me close the account or release the funds for 90 days! And the money has already been released from my XXXX XXXX account.
I have called, visited their branch and have received no information on why the hold was placed and what can be done to remove it. They asked me to give the information for someone from XXXX and I gave that to them, but still no response.
This is a bank that can not seem manage a simple electronic transfer in this day and age and on top of that has terrible customer service experience in not being able to share any details on why a hold has been placed on funds ; not to mention the legality of placing a hold on the funds for 90 days!!
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| 09/26/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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Please forward this communication to XXXX XXXX XXXX, Office of the Chairman at Citizens Bank ( who will be able to reference the previous communication ).
Dear Dee : I'm in receipt of your response to the previous complaint through the CFPB ( case number XXXX ).
While I appreciate your running down every event during the life of the loan, it was unnecessary and had little to do with my complaint. I apologize for any confusion.
The complaint specifically involves Citizens employing negative amortization to calculate interest on two payments we obviously know we deferred via an offer to customers in good standing.
Legal precedent clearly indicates that negative amortization violates Truth in Lending, is considered to be a predatory bank practice, and is illegal in many states. When and if negative amortization is employed, it requires full and detailed disclosure in all cases, which was clearly absent in the " PaymentBreak '' offer.
If US interest had been employed, our interest on the payments we deferred, would have been approximately half the amount Citizens charged us. ( I can when convenient for you, provide two separate loan calculations for illustration purposes. ) What your " PaymentBreak '' offer should have stated was not " interest will still accrue '', but rather " interest on interest '', or compound interest would accrue ''. It furthermore should have advised that these deferred payments be paid back immediately to avoid financial mayhem, instead of stating that Citizens would just tack the deferred payments onto the end of the loan term.
This is an update to my original complaint.
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| 04/08/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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I opened an account at Citizens Bank in XXXX, NY, on XXXX/XXXX/2015. I closed the account 5 days later on XXXX/XXXX/2015 when I realized I no longer needed the account ( reconciled with my wife ). 5 days later the bank processed checks on my closed account and charged me XXXX which forced my account open. Because it was in overdraft, I was charged an overdraft fee of approx. {$35.00} and a sustained overdraft fee of XXXX each day thereafter ( after 3 days ). The overdraft notices was not sent to the correct address ( mailing address on file was incorrect ). By the time I was first aware of the problem, it had accrued to over {$100.00}.
I do not understand how checks can be processed on a closed account. Furthermore, an immediate contact should have been made when my account was forced open, and a valid phone number was on file at the branch. In addition, when asked for proof of payoff, a " print screen '' was given to me, instead of a account activity statement showing a zero balance. This print screen, which could have been accessed at anyone having access to the printer, displayed my birthdate, age, account number, debit card number, and full social security number. This information should have been masked ( SS # and account # - PII ).
The bank officer was XXXX and the manager was XXXX. I did pay off the account because I did not want it to continue to accrue fees, but would like reimbursement. Also, I would like to know what XXXX procedures the branch has in place to ensure proper communication of such events. Also how they protect customer information at the branch. This seems against Regulations.
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| 08/01/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
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Web |
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On XX/XX/2022, my daughter and I were corresponding with an individual via XXXX XXXX about purchasing a concert ticket from an individual. When the individual stated that she had a ticket for purchase we asked her to send a screenshot of the purchase confirmation so we could see that she actually had a ticket to sell. We compared it to a legit email that someone else had from their purchase and everything appeared good. The individual stated that she would like the money sent with XXXX and she provided the email address associated with the account to send it to. The name was different that the XXXX name but she stated it was because she uses a relatives account. After the money was sent, she stated she was changing the name on the ticket and would email it soon. For a couple minutes after the transaction she continue to conversate stating she was changing the name through the company and she would send it over shortly. After a while, she blocked my daughter and would not respond to her. I tired to send her messages and she would not respond to myself. I reported her through XXXX as did several other individuals. I filed a police report with the local police. I contacted my bank and opened a claim. When I filed the claim, they took minimal information. They never called for any follow up, never asked for any type of documentation, nothing. I have screenshots of all the conversations, I have the police report number and everything and the bank never once contacted me or asked for anything. I received a letter in the mail stating it was an authorized transaction and they would not be refunding me the money.
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| 12/10/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
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Web |
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I went through the process of adding an external bank account to my Citizens Bank online profile in order to be able to transfer funds. The first time I tried to authenticate the account, it did not work. The second time was successful and I received notification that the accounts had been successfully linked. On XXXX XXXX, XXXX, in good faith, I transferred {$3000.00} from my Citizens Bank account to my linked account at XXXXXXXX XXXX. Citizens Bank immediately ( the same day ) suspended my access to XXXX XXXX. Rather than returning the funds to my Citizens Bank account, they held them and did not return them until I wrote them a very irate complaint letter ( I do not have the date, as it was sent through their website ). The funds were returned to my account on XX/XX/2021. Over and above the atrocious customer service, this policy seems to me to be suspect. If Citizens Bank is, in this way, giving themselves unapproved access to customer funds for an unspecified amount of time, they are in a very good position to profit by using customer funds in a way that I can not imagine can possibly be legal.
The week before this occurrence I had spent XXXX hours on the phone with Citizens Bank trying to resolve a transfer issue. In accordance with their policies, bank managers are not able assist with online issues and customers have no choice but to sit on hold for egregious amounts of time.
Despite repeated attempts to elicit a response from XXXX XXXX at the Office of the Chairman at Citizens Bank, she has been ignoring my communications and my access to my linked bank account at XXXX XXXX is still blocked.
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| 04/28/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
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Web |
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My fiancee and i were the victims of a scam. The gentleman contacted my fiancee from XXXX . he was going to employ her to watch his daughter. He was sending us a check to get things for his daughter to play with, along with other items. he claimed he was XXXX and just moving into our area from somewhere. He sent a check, and we were unable to deposit it for the first day due to banking hours. He demanded we go to the bank deposit the check and give him his money. We then told him we did not want to watch his daughter anymore because of long hours at our current job. I was scared for our lives not knowing what he was capable of. i complied to his demands and deposited the check for XXXX into my bank account. Following that he demanded his money so i sent this money via XXXX XXXX from a XXXX . i sent the XXXX XXXX in two separate transactions each for XXXX . For a total of XXXX . I was not aware that this was a scam, and when i caught on it was too late. I called the bank after going to the police, and they said they could not do anything to tell me if the check was fake. The bank asked if i made the transaction via XXXX XXXX . My bank account the next day was in the negatives and he still demanded the other XXXX back of his money. I called the bank multiple times and they said there was nothing they could do. He has been calling from numerous numbers saying my name and his supposed name. i need my money back i have bills to pay. That was a lot of money taken out of my account, and the bank is blaming me for it. This is not my fault and i am the victim here. I need my money back.
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| 02/24/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
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I made 2 separate claims on fraudulent atm transactions. After being denied a refund, I have called more than a dozen times to speak to a representative from the fraud department with no response or call back that is promised within 24-48 business hours. They made 1 attempt to call me back from an unknown number, which I was unable to answer, out of the dozen that I have made. Their refusal to speak to me about the denial letter is a complete disregard for my financial well being, which I have entrusted in their institution. If they had investigated this claim at all, they would see that I was obviously not the same person withdrawing said funds.
Beginning on XX/XX/21 atm transactions began to duplicate from the same atm location as I withdrew funds from or other atm locations in which I did not use. The transaction amounts were for the same amount of money as my own withdrawal amounts on the same day.
The list of transactions below were NOT done by me.
XX/XX/21 {$160.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} inquiry fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$200.00} XXXX XXXX XXXX XX/XX/21 {$83.00} XXXX XXXX XXXX XX/XX/21 XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$200.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$200.00} XXXX XXXX XXXX XXXX XX/XX/21 {$200.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm inquiry XX/XX/21 {$500.00} XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$500.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee
|
| 03/29/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Struggling to pay your loan
|
|
Web |
|
|
I contacted Citizen about my loan XXXX prior to becoming delinquent on their account to communicate that I was experiencing hardship due to being laid off and that I wanted to know what options existed for someone in my position. The woman on the phone stated that there was nothing the company offered and that my only option was to submit a payment and stated more than once that there was no option for someone experiencing hardship.
I called back after they'd reported my account as delinquent to see if I could just payoff the account and remove the negative reporting and the new representative stated that I received false information and that Citizen DID offer hardship options to people and that the representative I spoke to should have provided me with those options. Had I received those options, I am sure I could have prevented my account from becoming delinquent.
Therefore, had I been given all of the information when I first called ( before I became delinquent ) I would not have had to go through the negative reporting. I was not given complete information, the first representative was lazy and unprofessional and as a result my credit report was impacted. I know all calls are recorded and the first call should be recorded, I want a supervisor or manager to listen to the first and second call so they can see how stark the differences are and I need an explanation as to why their representatives are not trained the same, and I need that negative reporting removed because I could have worked out an arrangement on the first call, BEFORE I WAS LATE, and prevented my credit score from being impacted.
|
| 10/18/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
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On XX/XX/XXXX a stolen and fraudulent check was cashed in my wife 's name from our joint Citizens Bank checking account for {$800.00}. I immediately alerted the company through their 1-800 number, and let them know that a police inquiry had already been opened because our car was broken into the prior day. The check book was frozen and the bank charged us {$35.00} to get a new checkbook. We were told we would have to wait up to 10 days to hear back.
I called the police detective of our open investigation and alerted him of the fraudulent transaction, as well as sent him a copy of the checks and the criminal 's photo ID.
Later that month we received a letter ( dated XX/XX/XXXX ) that the investigation into our stolen money had been closed because the signature " appears to match other items that have been paid on your account '' despite the criminal having been arrested with the name our check was made out to. This criminal also attempted to cash a check from my personal XXXX XXXX XXXX bank checking account for {$800.00}, however this superior institution called me to confirm the transaction was accurate.
We contacted Citizens Bank again, and we were told we had to obtain a police report to have our case reopened. The police rejected our formal request for this document, citing the ongoing investigation. We have again reached out to Citizens Bank but have not heard back after several weeks.
Throughout this whole process we have been met with poor customer service, long waiting times, and frustrating inaction. This is not a trivial amount of money and we hope this situation can be resolved soon.
|
| 12/02/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On or about XXXX I spoke to a Citizens Bank Customer representative to make a total payment of {$4700.00} to my mortgage, during which time I specified that among the payment {$730.00} shall be applied to my regular payment and {$4000.00} shall be applied toward my principal. A total payment of {$4700.00} was withdrawn ( as one entry ) from my Citizens Checking Account on or about XX/XX/.
On or about XXXX however, per Citizens Mortgage, the {$730.00} regular payment was processed and {$4000.00} principal payment was " reversed, '' while I had sufficient funds in my checking account.
As of today, XXXX, 2 weeks after the return, the {$4000.00} funds were still not returned to my checking account, nor was it applied back to my mortgage payment. I tried to follow up with Citizens mortgage multiple times, and until XXXX I got a most recent update where I was advised that the funds were returned to me, however, the representative was not able to or failed to disclose, where, how and when was the funds returned to me. I requested transaction ID/tracking/confirmation information for their alleged return of funds, however, none was provided to me. They were also reluctant to disclose what is the processing time for the funds to be returned to a checking account with the same bank ( Citizens Bank ).
At this point, I am concerned that Citizens Bank has mistakenly forfeited my {$4000.00} and refused to return same to me, while they were not able to provide any reason for said return/reverse either.
I reserve my right to file a legal action against Citizens Bank if this issue is not resolved immediately.
|
| 07/28/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
There is an account in my name open at XXXX XXXX Bank which is the result of identity theft. I first received notification of this account on XX/XX/20, called the bank that evening and spoke with someone named XXXX who said she would make the account balance {$0.00} and forward the case ( Case ID XXXX ) to the identity theft department. XXXX verified that the thief opened my account online using my name, DOB, address, and SSN, but had used a false driver 's license number/expiration, false phone number, and used a first name instead of mother 's maiden name. I never received a call from XXXX XXXX Bank XXXX XXXX department. On XX/XX/20 I created an FTC identify theft report on XXXX XXXX XXXX # XXXX ) and sent a letter from that site to XXXX XXXX Bank requesting that they close the account and notify any reporting agencies that this account was due to identity theft. On XX/XX/20 I received a voicemail from someone identifying herself as XXXX XXXX from the office of the chairman at XXXX XXXX Bank XXXX, and called her back leaving a voicemail. I have not heard from her again. I received another checking account statement on XX/XX/20 and called XXXX XXXX again and left a voicemail asking to close this fraudulent account, send me written verification, and notify reporting bureaus. Today I received a report from XXXX stating that in regard to this account, " The source has verified the information to be accurate and complete. As a result, it will remain on file at XXXX. '' I have attempted 4 times to close this account and clear my name on consumer reports by both phone and written requests. Please help me.
|
| 12/21/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
On XXXX I visited my local Citizen 's Bank branch ( XXXX MA ), brought all accounts to a Zero balance and closed my account.
On XXXX ( ish ) An automatic XXXX payment was accepted under the closed Citizen 's account, which apparently reopened the account, unbeknownst to me.
Since the account was triggered and reopened, I have not once been notified by Citizen 's Bank of any account reopening. Also, I am being penalized for not paying in the form of Fees.
On XXXX, I was assured the account was in fact closed. At no time ( either in writing or verbally ), was I, as a consumer, informed that any account activity would automatically result in account reopening. Citizen 's bank did not have the right to accept any automatic amazon payment without my consent, and due to their practices have not notified me of any account reopening, resulting in multiple fees, which is misleading me as a consumer.
I offered to pay them in full for any charges I inadvertently incurred, so long as they waive all fees, and they refused to do so. I feel that I a victim of unlawful business practices because of Citizen 's failure to disclose to me that my account had been reopened AND inform me any activity would result in account re-opening.
It is in my best interest as a consumer to PERMANENTLY close this account. However, I have no option to do so, and am being forced to pay for wrongfully incurred fees. It is my hope that you can look into this, and help rectify the situation, or even advise Citizen 's Bank as to what information they are required to disclose to any future customers who are leaving their services.
|
| 06/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
XXXX XXXX have a problem that should not be in place at this time. Over a year ago I inherited a house I currently live in from my brother-in-law. After his death, I honestly thought that I could afford a single family house in my 70s. The attached correspondence will prove that I have been in a modification position since last year. I have submitted every document requirement requested by Franklin American Mortgage Company. However, this financial institution filed a foreclosure action a XXXX old XXXX woman without considering her rights under the Fair Debt Collection Practices Act. I plan on filing a discrimination lawsuit unless this matter can be rectified quickly. I realize that my age has made things difficult, and I need to close out the estate of XXXX XXXX. However, I make the following alternative to the pending modification and illegal foreclosure process : 1 ) I will agree to sign over a deed-in-lieu to Franklin American Mortgage Company within the next 20-days, and agree to leave the premises known as XXXX XXXX XXXX, XXXX, MD XXXX within a reasonable time period.
2 ) I will accept {$7500.00} moving expenses disbursement after an inspection shows that I left the premises in move-in condition.
3 ) I will agree to sign off on any potential lawsuit pertaining to the current situation.
I would appreciate that the following attorney be contacted pertaining to the preparation of documents : XXXX XXXX XXXX XXXX. XXXX, XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX ) XXXX Thank you for your consideration in this matter and please respond back as quickly as possible.
|
| 05/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
XXXX XXXX have a problem that should not be in place at this time. Over a year ago I inherited a house I currently live in from my brother-in-law. After his death, I honestly thought that I could afford a single family house in my 70s. The attached correspondence will prove that I have been in a modification position since last year. I have submitted every document requirement requested by Franklin American Mortgage Company. However, this financial institution filed a foreclosure action a XXXX-year old XXXX woman without considering her rights under the Fair Debt Collection Practices Act. I plan on filing a discrimination lawsuit unless this matter can be rectified quickly. I realize that my age has made things difficult, and I need to close out the estate of XXXX XXXX. However, I make the following alternative to the pending modification and illegal foreclosure process : 1 ) I will agree to sign over a deed-in-lieu to Franklin American Mortgage Company within the next 20-days, and agree to leave the premises known as XXXX XXXX XXXX, XXXX, MD XXXX within a reasonable time period.
2 ) I will accept {$7500.00} moving expenses disbursement after an inspection shows that I left the premises in move-in condition.
3 ) I will agree to sign off on any potential lawsuit pertaining to the current situation.
I would appreciate that the following attorney be contacted pertaining to the preparation of documents : XXXX XXXX XXXX XXXX. XXXX, XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX ( XXXX ) XXXX Thank you for your consideration in this matter and please respond back as quickly as possible.
|
| 10/01/2015 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
I think Citizens bank needs to be examined for unfair and deceptive trade practices. I recently set up a recurring automatic payment to come out of my account to pay my mom 's assisted living rent each month. I set it up online through Citizens using their online bill payment functionality to come out of the account on the XXXX of each month beginning XXXX/XXXX/15. I also set up to get a reminder email too. Well to my surprise I got the reminder email yesterday XXXX/XXXX/15 stating that they were processing it yesterday and that the estimated delivery date per their experience with XXXX XXXX was XXXX/XXXX/15. The payment would be sent out via Mail since XXXX XXXX is not set up to electronically receive payments. Panic set in after getting this email since my mom 's XXXX check is not directly deposited until XXXX/XXXX/15 so if XXXX XXXX happens to get the check prior to that date it will bounce and fees will be assessed by both XXXX XXXX and the bank. This is unfair and deceptive since all the labels on the screens I filled in on Citizen 's website list the send date as XXXX/XXXX/15 and payment date as XXXX/XXXX/15. Sounds to me like Citizen 's has a big fee maker going on. I wonder how many consumers have had to be bounced check fees because of this practice. They need to change their program to include at a minimum a send date and a due date like other financial institutions. I have attached exhibits to support my claim. I called the bank customer service for something else and brought up the subject and they put a note on the file. The confirmation number for that note is XXXX dated XXXX/XXXX/15.
|
| 05/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
During my Citizens home loan application process, all forms of income reported weren't accounted for thus the loan was denied.
On Monday XX/XX/2022. I gave the mortgage lender 3 jobs that I currently work and notified her that I will be giving her 2 more as I work for a XXXX XXXX and pick up contracts throughout the year.
On XX/XX/2022 I updated her one more of the places of employment I work for.
On Wednesday, XX/XX/2022. I updated the mortgage loan officer with all current places of employment for work verification. As this was the first time I was notified that they have to do VOE which was never previously done.
On XX/XX/2022 I was updated that none of the places where contacted. I am not sure why however, that is a span of 2 weeks that no-one attempted my VOE.
On XX/XX/XXXX, I was told that my loan was suspended due to t a back up.
On XX/XX/XXXX, I was notified that my DTI was high for the loan amount.
I was also notified on this day that only 2 out of the 5 incomes were being used.
To be specific it was the 2 XXXX jobs and the XXXX XXXX I work for that were excluded for unknown reason.
I asked to speak with someone above her ( mortgage lender ), however after a week, I was never contacted by anyone else.
Also the price of the home is {$170000.00}. I have a XXXX XXXX. The denial letter stated I was denied for a home loan of XXXX. That was also inaccurate.
There were also many days and sometimes weeks that I wouldn't hear back from anyone even after calling and sending multiple emails. This has showed a great lack of negligence and communication in the home loan process.
|
| 10/05/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
This is the fifth time I 've complained to the cfpb about Citizen 's Bank, my loan number XXXX. Nothing has been resolved, corrected or done and they continue to harrass me by telephone ( I filed a cease and desist letter to them via certified mail on XXXX XXXX, 2015 -- it was signed for by " XXXX XXXX '' on XXXX ). This time, they cashed my check on XXXX XXXX, 2015 and it was posted to my bank on that date -- yet I 've received XXXX phone calls on my cell phone XXXX XXXX and XXXX and XXXX at my place of business on XXXX XXXX. Not only did they have my mortgage money, they have ignored the cease and desist letter. I have been written to by XXXX XXXX, of the Office the Chairman -- her direct phone number is XXXX. She never is at her phone, never returns phone calls and sends silly letters out stating that they are " researching the matter within 15 days. '' I would like to know another agency with more strength than yours, for me to contact regarding their harrassment, oversights and just plain ignorance of the federal laws. If you direct me to engage a lawyer, please advise me first of an attorney general, federal or state, that would first listen to my complaint. These calls are causing me intense stress. I have been waiting on the phone now for a " customer service specialist '' from Citizen 's Bank for XXXX minutes and have told them that I am notifying your agency again. They have said at XXXX. XXXX time on XXXX XXXX, 2015 that they are " escalating the call ''. I am asking your agency to intervene and help me before, at my age of XXXX, I suffer XXXX from the stress they are putting me under.
|
| 12/23/2016 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
|
|
I closed on the home equity line of credit with Branch Manger XXXX of Citizen Bank branch # XXXX NY XXXX early this year. She knew I have funds available in the account. She asked to borrow money in amount of {$100000.00} with interest paid upfront in amount of {$3300.00} for time sensitive need, required in 72hrs while the other lander is charging her {$10000.00} up front fee in addition to interest. She assured at the most it will take 30 days but on the safe side I will give you 90 days promissory note.I reluctantly agreed. She transferred the funds from my account right then on XX/XX/2016 and pass me the copy of interest calculation which was done on XXXX (? ), I had the sinking feeling then that it may just be the planned withdrawal of funds!!
30 days pass by, nothing happened. Promissory note given to me after repeated request but it had the different wording -- -no later than XX/XX/XXXX or upon the closing of the mortgage. That 's not what was mentioned to me at the time of transfer.
XX/XX/XXXX passed by -- -- no funds came back to my account. i reported to regional manager, XXXX XXXX, he asked to see the point person, XXXX, the investigator, She promised to contact me as soon as possible but no contact came! Citizen Bank let go manager XXXX + XXXX ( person notarized the document and processed the transaction. Both knowing violated the bank-client relationship. No help from Citizen Bank to get funds back into my equity account, was bank money loaned to me, now I am responsible for the payment for next 15-30 years while the Manager, XXXX has the money with no certain date to return!!!
|
| 10/20/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
On XXXX XXXX, 2016, I submitted a home equity payment to a Charter One Bank Account that had been closed for 15 years. Realizing my mistake, I notified, on XXXX XXXX, Citizens Bank, who had purchased Charter One Bank, but they could not locate the check. I submitted all documentation they requested ( proof of electronic payment made and cashed from my XXXX checking account ). See Attachment. XXXX also issued a case number XXXX and contacted Citizens on my behalf. After hours of conversations with bank personnel, I endured a quagmire of misinformation and constantly found myself back to square one. Finally the check was found on XXXX. I was issued Citizen 's case number XXXX and told the check would be mailed out in three weeks. On XXXX XXXX, I was told the check was sent out and would be received in 3-5 days. The check did not come and after another call a manager, XXXX, told us the check would be sent out XXXX and to allow TWELVE DAYS for delivery. To this date I am not in receipt of any funds. This has been an aggravating and costly ( emotionally and financially ) experience involving either incredible incompetence or out and out lying. The bottom line is that a reputable institution would have immediately returned a check written to a defunct account in the name of a non-existent bank. Citizens Bank has had XXXX dollars for 50 days to this point and has not made a good faith effort to remedy the situation. Again, I have yet to receive reimbursement and all but one phone call was made by me to their institution. I think their shoddy, questionable banking practices warrant investigation.
|
| 07/20/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
Good afternoon, I had to pay my XXXX XXXX and made the mistake and used my Citizen 's Bank Account instead of my XXXX banking account. I have banks presaved on my XXXX account and forgot to switch it back to my XXXX banking account. Days went by before I was alerted of my mistake at Citizen 's bank. Citizen 's sent me an overdraft email on XX/XX/2022. On that same day and moment I log into my XXXX bank account and did a transfer funds to my eternal bank for the amount that I was overdrawn. Usually transfers happen on the same day or instantly and I did not think much about it. So thinking that everything was good again, I carried on with life. I am a single mom of XXXX and I am always on the go. Then I received another alert of an overdraft. Apparently they are going to keep giving me an overdraft fee because the money that I transferred into the account did not go in the bank until one or two days after their so called grace time. I called Citizens and was on hold for a whole hour. Phone statements can prove that and the representative was not helpful at all. He would not acknowledge that the money was sent to make my account positive and said that there was nothing that he could do and that the account will just keep piling up with overdraft fees. I can not afford to pay their overdrafts fee, especially when I had sent money over immediately to cover my mistake. I actually do not use my Citizens account since I switch over to XXXX Banking because they do not do overdrafts and have no fees. I even erased my Citizens account off of my XXXX account to avoid ever making that mistake again.
|
| 09/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Starting in XXXX, my tax abatement with the City of XXXX was approved late. My mortgage company paid the full amount in taxes from my escrow account and then I had a negative tax balance with the city. I called the mortgage company to inform them of this. The city lowered my negative balance to pay for XXXX and XXXX. So, i was overpaying in taxes every month in XXXX. I never received a check for over payment. Beginning in XXXX, the mortgage company, then STILL pulled the full tax amount instead of the abatement amount, therefore draining my escrow account once again. I've been overpaying in taxes for XXXX because of their mistake this year. I requested they get the remaining refund from the city of XXXX back in XX/XX/XXXX. I called every month to get an update. They said they still didn't have one and the city takes a long time. Mind you, I overpaid {$1000.00} one month for my mortgage and continued to overpay in my mortgage going forward because of their mistake this year. I speak to a supervisor in XXXX. They realize they sent the refund request to the wrong email at the city. At this point, I'm owed about $ XXXX. It is now XXXX. I was told they would do an advance refund and have my escrow recalculated by TODAY. It is still not completed. The advance refunded hasn't been processed and they haven't even started on an escrow analysis for that refund. It is hard enough that with the pandemic, times have been tough. It's even more frustrating that a company can't resolve an issue in which they owe me money over an 8 month period. I need this resolved and I need to be reimbursed for this.
|
| 07/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
On XX/XX/2023 I noticed a {$29.00} late fee on my Citizens Bank credit card. My bill was due XX/XX/2023. I set up automatic payment with my paying financial institution ( XXXX XXXX ) to pay the bill by XX/XX/2023. XXXX reflected they sent the payment on XX/XX/2023 and was received by Citizens Bank on XX/XX/2023. I called Citizens Bank to inquire about the late fee, was told the late fee would be removed since the payment should reflect on my account within a few days. No other fees were mentioned by the agent. On XX/XX/2023 I noticed the full amount owed was reflected on my account, the late fee removed but now showed a {$320.00} interest charge. I made contact with Citizens Bank inquiring about the interest and asked for the interest to be removed since the bill was paid prior to the due date. The agents insisted that the payment was not received by the due date, that it was received on XX/XX/2023, would not remove the interest fee and recommended I contact XXXX to have them pay the interest fee. I recontacted XXXX and was told again that the payment was sent well in advance ( XX/XX/2023 ) and received by Citizens Bank by the date I requested ( XX/XX/2023 ). I recontacted Citizens Bank and was now told the amount of {$150.00} could be removed from the interest fees but that was the maximum they could offer. I said I would take that but that I was still going to contact CFPB because I made the proper plans to have the bill paid by the due date. At the time I am submitting this complaint, I have not received the {$150.00} reduction on the interest that Citizens Bank stated they would do.
|
| 08/14/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I had a checking account with citizens bank since XX/XX/XXXX. I arranged for automatic checking account deductions for a service at that time. After I moved from New York, I left the checking account open with a balance remaining in the account of approximately {$2000.00} as I had automatic payments coming out of the account. When the balance was at XXXX, I switched to my new checking account and closed the Citizens bank checking account. Unbeknownst to me, the account remained open and there was a line of credit attached to it. When one of my creditors submitted a final automatic payment, the overdraft line of credit was accessed in the amount of {$20.00}. I did not have notice of this event and had no idea that I had a line of credit or that I now owed Citizens {$20.00} on that line of credit. Months later, I have found on my credit report that I am delinquent. When I contacted Citizens to inquire I was advised that I must pay {$190.00} due to late fees and interest. I offered to make the payment online and close the account, but I was informed that the only way to do so was to come into a local branch. Because I was no longer in the area, my elderly father went to the branch to pay the account and resolve the credit report issue. Citizens accepted the payment but stated they could not expunge the derogatory entry on my credit report. This was unfair and deceptive as I was led to believe this matter would be corrected upon payment. Moreover, since I had no notice of the line of credit access or that I had a balance, Citizens bank accrued charges to my detriment in excess of {$160.00}.
|
| 09/21/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Credit decision / Underwriting
|
|
Web |
|
|
My first issue concerns the length of time it is taking to settle this refinance. On XX/XX/XXXX, I filed an loan application with Citizens Bank for re-financing my home. It 's now XX/XX/XXXX, and I still do n't have a closing date. They tell me this is because of delays from Underwriting.
Second issue : They are now insisting that I remove security bars from " all '' the basement windows in my home because they say these security bars pose a " safety issue '' rather than just removing the bars from XXXX window per room in the basement, thus addressing any safety concerns for a quick exit. Besides, I do n't see how this is any part of their concern, as this would be something that would addressed by a homeowner 's insurance company, who regularly do hazard inspections. They say this is the Underwriter 's request.
Third issue : This mortgage was originally obtained through Citizens Bank in XX/XX/XXXX, but then a few months later, I got a " welcome letter '' from XXXX. that they were now servicing the loan. I forwarded this welcome letter to Citizens Bank last week, as they said it was my responsibility to provide proof of which bank now holds the lien on my property. Now they are telling me, that that is not enough and I should obtain more information from XXXX. Is n't this the job of the title company assigned to my file or should n't the employee of Citizens Bank, who is handling the loan subordination take care of this?
My fourth and final issue is that they are now quoting me over {$11000.00} in closing costs, for a refinancing on a {$610000.00} loan. That seems very high to me.
|
| 05/02/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
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- Other transaction problem
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Web |
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On Wed XX/XX/XXXX, XXXX XXXX initiated a payment from his Citizens Bank to XXXX XXXX 's XXXX Checking Account via XXXX. The transaction was an on-line transaction ( not mobile ). The account number for the XXXX Account was missing ONE DIGIT. As soon as we realized the problem, we called Citizens and were informed ( twice ) to NOT worry, the transaction would fall to a bad account and never complete. After a few days without getting the $ back, we contacted XXXX XXXX and realized the bad account number that was entered on-line was actually a valid personal checking account number.
At first XXXX offered to assist us but then called informing us that there was absolutely nothing they could do. XXXX would not re-route or transfer the money to the original or correct account! XXXX would not reach out to the account holder in any way. They did call the bank branch in Michigan, but the branch would also NOT agree to contact the inaccurate account holder. XXXX claims they were bound by privacy policy and could not let the account holder know the money was incorrectly deposited into their account. Can you imagine if XXXX had made this mistake into your account!?!?
There was no name validation or any other validation of any kind.
We also contacted Citizens Bank multiple times. Citizens Bank would not even try to assist us like XXXX did.
Citizens and XXXX XXXX BOTH offered a manager to call us back but neither one ever followed up with the promised phone call!!!!
XXXX XXXX Bad Account ( missing the XXXX ' ) AN XXXX RN XXXX XXXX XXXX Good Account AN XXXX RN XXXX Citizens AN XXXX RN XXXX
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| 07/25/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Charged fees or interest you didn't expect
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Web |
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The loan is advertised as 12 months interest fee with a 24 month term. Before making the purchase and agreeing to the terms presented online, I thoroughly read the information. No where did it explain the 12 month interest free period and how the finance charges would be calculated. I called and spoke to 2 company representatives at Citizen 's One on XX/XX/XXXX and again on XX/XX/XXXX to ask if there would be an early payoff penalty if I paid the loan within the 12 months interest free period. They said there wouldn't be but also could not point me to anywhere in the terms where the promotional period was explained in writing. Trusting that their information was correct, since I heard the same from XXXX different people, I made the purchase on XX/XX/XXXX. I paid the loan in full XX/XX/XXXX. After the payoff, I noticed they sent me another statement with a balance. I called and talked to multiple people ( XXXX and XXXX ). They opened ticket XXXX. I never heard back from the company, all the while more fees were accruing. On XX/XX/XXXX, I called back and spoke to XXXX. He said I had to pay the amount owed and the interest was correct. The company never disclosed this and the website where I bought the treadmill advertises as 12 months interest free. Citizens One is not properly disclosing the interest calculation and I feel cheated and lied to about the offer. I would have certainly met any deadline had they disclosed properly in writing as I believe is required or at least explained it correctly when I spoke to them. Their information : Citizens Bank XXXX XXXX XXXX XXXX XXXX, RI XXXX
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| 11/24/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Application, originator, mortgage broker
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Web |
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My mother and I closed on the home in XXXX XXXX, during this time we were told by the loan officer that the mortgage payment included property taxes and insurance. Our monthly payment was XXXX. Six months later we received a notice to for payment due for the taxes. After corresponding with the realtor and loan officer, we were told that we would not have been financially eligible to afford the additional payments with the loan. We were advised to refinance after residing in the home for a year to receive lower payments. The loan officer asked me to contact her the following XXXX, in which I followed through. I left XXXX voice-mails and never received a return call. My mother and refinanced with another lender as a result. My mother died in XXXX. I was able to continue making payments with the support of family members. In XXXX, I applied for and was granted an Home Loan Modification. I was employed as a XXXX XXXX XXXX from XXXX until XXXX XXXX when my business closed due to lack of enrollments. As of XXXX XXXX, I am gainfully employment, however ; my home is now in foreclosure status. The initial home loan had high interest rate. My mother and I were misguided with the information we received from the involved parties during closing. The refinanced loan also has a high interest rate ; we accepted this loan because we felt we had no other recourse than to move out of the home. Although payments were made up until my unemployment, there remains a large portion due for the first loan. I asking that CFPB would review my loans and find a possible resolution for the balance of these loans.
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| 05/31/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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XXXX divested their retail bank to Citizens Bank XX/XX/2022. I received a letter with my new account details, but no credit card, debit card, nor online access.
I rang Customer Service in XXXX to update my XXXX cell so I could enroll online but after XXXX hrs on call the agent said it wasn't possible ( XX/XX/XXXX as I needed an active cell on profile to receive security code from agent ). They acknowledged they had made a mistake not sending me banking cards. I rang again XXXX to talk to someone else and was left on hold for XXXX.
I then raised complaint XXXX XXXX with you, and XXXX XXXX from Citizens Chairman Office contacted me by email XX/XX/XXXX with some options. I asked her via email to set up a call and left a voicemail with no response. XXXX XXXX contacted me on XX/XX/XXXX, I also asked to set up a call with no response. I continued to receive letters in the mail with no option to resolve my issue without calling Citizens Bank.
I finally got onto an agent XX/XX/XXXX, after several further failed calls with Customer Service line and Chairman 's Office. I finally got to an agent ( who was unable to help ), then transferred to someone in Online Banking who was able to enroll me using alternate security questions. This issue has taken more than 2 months and at least XXXX of my time to resolve. If I had needed to rely on that money for rent, I would have been homeless, which is unacceptable service from this financial institution. Would like this noted on record and used as a teaching tool for customer service agents, as only XXXX out of XXXX was able to resolve my problem.
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| 10/19/2015 |
Yes |
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- Customer service / Customer relations
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Web |
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This is the 2nd complaint that I 'm filing against Citizens Bank. My first complaint # for CFPB is # XXXX. Briefly, that last statement I received from Citizens was XX/XX/XXXX which I paid in full. I did charge a few things on this credit card but never received any statements in the mail. I forgot about the charges and never received any more statements. Then XX/XX/XXXX I received the first of many past due letters charging me late fees. When I called I was told that I had changed to paperless statements which I never had and was told I could not change back to paper statements. If I wanted more than XXXX statements I would be charged a fee. After speaking to multiple people month after month and filing a complaint with your office I spoke to XXXX XXXX in the office of the chairman of Citizens bank who said he would handle this matter. That was XX/XX/XXXX. I just called him again today XX/XX/XXXX and he said the matter was turned over to XXXX XXXX and she was now investigating. I also received another past due letter today and finally a paper statement in the amount of {$140.00}. The letter I receive on XX/XX/XXXX said I owed {$73.00} so how did it get to {$140.00}. My credit score had been in the XXXX and now is in the XXXX. I am extremely upset by this as I 've never had a bad credit score and no one at Citizens seems to want to resolve this issue. I just want to pay what I owe and get this over with but since I received nothing for months in the way of statements I do n't know what I owe. Could you please submit another complaint on my behalf so I can get this issue resolved.
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| 02/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Citizens bought Franklin American Mortgage who had been servicing my home mortgage. After approximately 12 months of Citizen 's servicing I decided to pay off my mortgage. All payment to citizens had been made via their website where my bank account was linked and payments were ACH 'd from my bank to citizens. With each payment there was a disclaimer posted that final payoff payment could not be done electronically and must be mailed. So, i made my final electronic payment in early XX/XX/2021 but i made it for approximately {$400.00} less the loan balance. I then requested payoff information. The payoff info that came said that my final payment of approximately {$400.00} had to be made via wire transfer or Cashier 's check.
Out of convenience and principle I called Citizens ( spoke to XXXX ) to ask why I couldn't send a personal check or to ask if could deduct the cashier or wire fee from the amount I was sending them. I was told i must send a wire or CC for the full amount and that was not their policy but was the policy of the investor XXXX XXXX XXXX ). I called XXXX XXXX would confirmed that this was NOT their policy and they had no preference how I paid the servicer. I then requested from the Servicer documentation of where i accepted the terms and conditions stating my final payment would be different than every other payment and where i accepted responsibility for charges associated with arranging this special payment. I was told that they would have to charge me to send me my consent ( which i am sure i never gave them ). We remain at an impasse regarding my loan payoff.
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| 02/22/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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On XX/XX/17 I responded to a mailer that I received from Citizens Bank to open up a Platinum Checking account and get paid a {$250.00} bonus for doing so. This offer was also online at the time. I went to my local Citizens Bank branch to open up the account, but was told that I had to apply online. So I went home and applied online. The fine print for the {$250.00} bonus stated that you had to make a single direct deposit of {$500.00} or more within 60 days of opening your first new Citizens Bank Platinum Checking account. So, I complied with this by having a direct deposit set up. The first direct deposit was credited to my checking account on XX/XX/17. I was supposed to receive the {$250.00} bonus within 90 days of opening up the checking account. When I did not receive the bonus, I called customer service at Citizens. They contacted their marketing department for me, and were told that I would not get the bonus because I did not enter an " offer code '' online when I applied for the checking account. I told customer service that there was never an " offer code '' associated with this offer, especially when I was online applying and entering my information. They said to email the " office of the chairman '' at Citizens Bank, which I did. After emailing that department, I received a phone call from XXXX XXXX at XXXX. She also tried to convince the marketing department at Citizens to pay my {$250.00} bonus, but they failed to do so. I am asking the CFPB to make Citizens honor their offer to me by paying the {$250.00} bonus that I earned by opening up a Platinum Checking account.
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| 05/30/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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|
Web |
Servicemember |
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CITIZENS PAY CREDIT LI 1 LATE PAYMENT Credit usage 96 % Balance {$3100.00} Balance updated XX/XX/XXXX Credit limit {$3200.00} It's normal for the credit card balance you see on your credit report to be different than the XXXX on your credit card statement. Since credit card companies typically only report your balance to credit bureaus once a month, recent payments and purchases may not show up until your credit report refreshes.
Account info Account number XXXX Open/closed Open Date opened XX/XX/XXXX Account type Line of Credit Payment summary XXXX XXXX XXXX - XXXX - XXXX XXXX XX/XX/XXXX XXXX - XXXX - XXXX - XXXX - XXXX - XXXX - XXXX - PAYMENT HISTORY XXXX Status XXXX. {$130.00} past due as of XX/XX/XXXX.
Status updated XX/XX/XXXX Past due amount {$130.00} Highest balance {$4000.00} Monthly payment {$66.00} Last payment date XX/XX/XXXX Additional info Responsibility Individual CREDIT DISPUTE NOTES THE DATE OPENED/DATE CLOSED/ LAST PAYMENT DATE IS INACCURATE ON THE CREDIT BUREAS.ALSO THE ACCOUNT NUMBER IS INCOMPLETE THIS IS GROUNDS FOR REMOVAL.DUE THAT FACT IS CLAIMED AS FRAUD FROM A FEDERALLY PROTECTED CONSUMER IT MUST BE REMOVED FROM CONSUMERS REPORT ACCORDING TO " FAIR CARES ACT '' ANYTHING A CONSUMER REPORTS AS FRAUD MUST BE REMOVED FROM THE CONSUMERS CONSUMERS REPORT WITH IN 4 BUSINESS DAYS OF FRAUD RECEIPT 15 U.S. Code 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that results from an alleged identity theft. not later than 4 business days after the date of receipt.
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| 11/19/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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|
Web |
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- On XX/XX/2022, someone impersonated us and went to Citizens bank located at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX which is a XXXX XXXXy from our home made a transferred of {$140000.00} from our home equity account to checking account at the counter. Then, he advanced the money in mostly bank checks at the counter -In order to do this, the suspect needs to pass the facial identification, proper photo identification and security checks ; we did not get a call or text nor any notification from the bank for this unusual transfer and withdraw -Secondly, the withdraw is advanced from our HELOC account performed at the counter, this requires additional security verification, the reason suspect did not make the transfer through phone or online because he is missing a lot of our personal information -I have reported the unauthorized transfer and withdraw on the same day, reported the fraud but the bank refuse to stop payment on the checks. We have not lose our driver license nor any identity cards. Bank never issue a debit card for me on this account. It turns out that the suspect got a replacement debit card in one of the branch. we did not get a call or text or alert for this either- I have made multiple complaints and disputes. when i visited the branch, they tell me to call customer care ; when i call the customer care they tell me to visit the bank because its fraud in the bank - After XXXX Weeks of waiting, all of my disputes are denied, and someone them are erased from the system. They did not give me a single call nor send me any neither affidavit nor proof of evidence
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| 07/19/2017 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Don't agree with the fees charged
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Web |
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I would like to submit a complaint against Citizens Bank. I recently was approved for education refinance loan for XXXX from them to get a new loan with a better interest rate. The funds were disbursed and now I am having two issues with my loan servicer. The biggest problem is my account login page now shows two loan balances, one for the previous loan and one for the new loan. and now they are collecting interest on both loans because the original loan balance has not been shown as being paid. The other issue I am having is that my original loan pay off amount at the time of disbursement was {$30000.00} which means they added {$390.00} to my balance which is not asked for. They have loaned me an extra {$390.00} and that amount has not been either applied to my loan balance or refunded to me. I reached out to them and they said it takes extra time to process but this is taking too long as it has been nearly a week since this has shown and since they are the original loan holder they should be more efficient to correcting and resolving these issues, because everytime they wait I am being accrued extraneous interest charges from a loan that should have been paid off and off the books. So far the extraenous interest charge is almost {$16.00} and growing. I would like this resolved immediately, I would like the extraneous interest I am being charged refunded to me or applied back to my loan and I would like that extraneous balance of {$390.00} loaned to me either refunded to me or applied to my new balance. If this is not resolved shortly I will be forced to take legal action.
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| 07/08/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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Web |
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In XXXX I applied for a personal loan with Citizens bank after receiving a pre-qualified offer. I was approved for XXXX but, after being persuaded to seek a lesser amount by my Citizens representative, applied for XXXX. A hard inquiry was placed on my credit report and I was approved for the loan. The next day I was a lsked to send documents to an email address, which I did however after I receive no response for a few days I called to confirm the receipt of said documents. We got to the point where I was told I had been given the wrong email address and the representative provided me with the correct email address. Not only did this delay the processing of my application but also put my personal information at risk. I resent the documents on XX/XX/XXXX and received an email notification on XX/XX/XXXX confirming the receipt. No further communication was put forth to me from Citizens Bank until XX/XX/XXXX when I called them. I was informed that less than 24 hours after the documents had been received on the XXXX they had processed a decline because they had not received the information. When I spoke to a manager the story was changed to they could not verify some part of the information. They were not able to tell me which part if my information was problematic just that the only way to reconsider the application was to fill out a new application and have a new hard inquiry put on my credit report once again. This whole experience had been misleading and the fact that I was given the wrong email address to send personal information to is grossly unprofessional and alarming.
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| 09/11/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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In XX/XX/XXXX, Citizen 's Bank and their financial lender, XXXX, incorrectly sent my private student loan into collections due to their own negligence. At the fault of these companies, my private student loan was sent to a collections agency and created a path of delinquent credit reports for me ever since then. My account was then noted as a charge-off for almost a year until these companies realized their own errors. The only action they took was seeking the loan back, so that they may continue collecting money. However, this resulted in my credit score plummeting. I have contacted these companies many times with no resolutions. Their customer service from the start was horrible, as they delayed communication and even neglected to give me my own personal account information. The best part is that this whole time, I was in school full-time and my account had been placed in forbearance ( since roughly XXXX ). Still to this day, my report is inaccurate. They have inaccurately reported false missed payments, as I never needed to make payments in forbearance. I only have 2 loans through these companies, yet they inaccurately have reported 2 accounts each ( totaling 4 accounts on my report ), which has negatively impacted my credit. They refuse to fix anything on my reporting, I have even gone through several disputes with XXXX ( which is just as bad as catching faulty, inaccurate reports even when spelled out for them ) and XXXX to resolve these issues, yet my credit score happens to be the only thing suffering because of negligence on behalf of all these major corporations.
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| 04/14/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Opening an account
- Didn't receive terms that were advertised
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|
Web |
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To whom it may concern, On XX/XX/XXXX I opened a new checking and savings account in person at citizens bank located at XXXX XXXX XXXX, XXXX, PA XXXX. These accounts were opened with a promotional bonus being offered for a total of {$600.00} US dollars in accordance to the fine print limiting the account ( s ) to maintain a {$15000.00} minimum savings and enrolled in {$500.00} direct deposits. I took a photograph of the agreement and have met the requirements. This information has been confirmed at the local branch I had opened the accounts. It also states the bonuses will be paid on XX/XX/XXXX if the account is in good standing and have met the requirements. This I have done. I brought my complaint to the attention of the local branch to the employee who originally opened these accounts with my promotion on XX/XX/XXXX ( approximate date ) It was determined I should have been deposited the {$600.00} bonus from citizens bank. She had corresponded with citizens bank corporate marketing department. It was agreed I would be paid the {$600.00} on XX/XX/XXXX. I had asked because of the error to match my interest rate of my other bank ( XXXX ) 3.75 %. Neither my full bonus or my interest rate request was given on XX/XX/XXXX. On XX/XX/XXXX I was only given {$300.00} and no change in my interest rate matching my other bank ( 3.75 % ). I called again citizens bank my local branch and spoke again with the same employee who opened the accounts. She acknowledged in her conversations internally with citizen bank they agreed to pay me {$600.00} in a deposit to my account on XX/XX/XXXX.
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| 12/14/2019 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt is not yours
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|
Web |
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I discharged a loan with Citizens One Bank for my XXXX phone on XX/XX/2017. The bank continues to send collection notices. After a complaint to the CFPB, Citizens One says they never received the upgrade payment from XXXX and that *I*, the customer who paid the loan off, am on the hook for the upgrade payments.
Or, at least I think that's what Citizen One says. They continue to send debt collection notices for the loan that I paid off.
XXXX, meanwhile, seems to owe {$260.00} for the upgrade that was never paid to Citizens One.
No one at XXXX responds. No one at Citizen 's One has returned my call seeking clarification.
This debt was paid by the consumer. This debt involves two companies -- neither of whom seem to understand what happened, neither of whom are responsive to calls and inquiries.
I request intervention. I request explanation from XXXX and CITIZENS ONE. I request that the upgrade money be paid to the bank so that this loan in my name can be closed as I met all my payments.
XXXX is the world 's most valuable publicly traded company. Together with CITIZENS ONE they offer telephone upgrade loans. Mine has been paid off for two years. But, apparently, when these loans get confused there is no company that considers itself responsible for the mistake or responsive to its consumers.
CITIZENS ONE sent a confusing and non-helpful response to a previous complaint that did NOT GIVE INSTRUCTIONS on how to settle this loan with XXXX an CITIZENS ONE. I have called to complain and written the CFPB to continue the complaint but have received no response at all
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| 10/26/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
This is a constant practice by Citizens Bank ( Citizens Financial Group Rhode Island ). I will pull my statement online and on that particular day I have a current positive balance. Knowing my payroll deposit is going to occur the very next day, I am not concerned knowing that there is a pending check that will be covered when or if it comes in the next day. However, when I pull my online statement the very next day I see that Citizens processed that check the day prior overdrawing the account even though I check the online balance the day before and it was positive. I have even printed my online statement which clearly shows the date on the printout and the positive balance and then the next days printout showing that check somehow mysteriously coming thru the day prior overdrawing the account and have taken it to the branch manager. They say they process checks all day and even though that check may not show up they had it and was processing it that day but I would not see it or know that. If a bank is spending an entire day to process a check then that check should not be processed until the next day. Do not fool customers by showing them a positive balance and then surprise them the next day and say " you did n't realize that all day we were working on that check but you could not see this so that counts as it actually being processed that day so thus we will charge you an overdraft even though your account clearly shows a positive balance all day ''. This bank is constantly being sued for its processes and I hope someone is looking into this backdating check scheme.
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| 08/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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Citizens bank manager XXXX called me XX/XX/2023 asking me to come into the store and sign my signature. I have never heard of this and got confused as to why I had to go out of my way to do this. She insisted she had a gift for me in the store and I should come. I still did not understand why because I opened this account over a month ago and signed everything in the store. She then told me that it did not take my electronic signature I do not believe that because my account was opened same day and I went in person. How could it have not taken my signature. Im confused why they are harassing me to do anything that I dont have to. I am the real person and I use my account everyday. Ive never committed fraud so Im confused why they are bothering me. I called her back and told her I would not be coming to sign any papers but I would come to close the account when I can. She accused me of yelling which I did not. Just because XXXX women are assertive does not mean theyre yelling. She said she got scared speaking to me and now I do not wish to go into the bank. I dont have to go sign anything. How about citizens bank stop picking on XXXX people. How about they leave XXXX people alone in XXXX. She threaten to freeze my account for no reason at all. Ive done nothing wrong. I do not need to go out of my way to sign anything with them. When I called them and told them I wanted to close my account she opened my account without my permission and said well you only have XXXX cents and Im also confused what that has to do with anything. Her behavior is disgusting and intolerable.
|
| 07/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I have submitted a complaint against Citizens One Home Loans for improper management of my Mortgage Account and my Mortgage Balance that is paid on time all the time. Now Citizens One is messing with our excellent Credit History on both my wife 's credit report and my excellent credit reports. Citizen One Home Loans is saying I am late with my Mortgage Payment. In close to 30 years of owning a mortgage I have never ever been treated like this by a mortgage company. They are now affecting our lively hoods with their false statements and lies. I have a bank history of payments that are paid religiously on time, every time the mortgage payment is due. Now Citizens One Home Loans has improperly lied and reported my wife and myself for their own accounting issues and their mistakes which is costing me time & money.
I have reported them to you for their unfair documentation and their false monthly statements. I can prove to you with my banks history of my payments that I do not owe anything past due. I need your help to hold Citizens One accountable for their accounting mistakes and their false statements. I can't afford an attorney right now to sue them for damages as this is my work slow season right now. I have a bank payment history to prove they are the liable party here. Please help me save my wife 's and my our excellent credit history from being destroyed by this horrible mortgage lending company. Please " Do Not '' let them get away with their bad customer service and their illegal accounting practices. They need to be held accountable for their illegal actions.
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| 09/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/2023, I received two checks from XXXX XXXX in the amount of {$5000.00} and {$500.00} which I deposited into my checking account. The rent was to cover 2 months. On XX/XX/2023 the bank send me a " Notice of Delayed Funds Availability '' for {$5500.00}. The reason was they stated that they believe the funds would not be received by me, as the check information was inconsistent. On XXXX XXXX XXXX I received another notice that the information was inconsistent, and they would hold the funds 90 BUSINESS DAYS until XXXX XXXX XXXX I reached out to several branches in person and over the phone, and was told they could not speak to me. In the meantime, I reached out to potential XXXX and provided them copy of the letters. They discussed with their bank, and their bank Said Citizens did cash the checks and were in possession of the funds. Yesterday, XX/XX/XXXX, the XXXX came to the house. We were forced to cancel the XXXX as I was not in possession of the funds. This will result in me loosing {$2500.00} in XXXX income. At that time, we reached out to their Bank, XXXX XXXX, and was advised by their branch manager, that to date ( 40 DAYS ) that the Branch nor back office of bank has ever had any communications via phone or in writing from Citizens trying to verify the authenticity of the check. My complaint is, is it legal for a bank to hijack funds and sit on it for 90 Business Days? Aren't they under some type of obligation or regulation to resolve the issue right away? Why did they cash the check if they questioned it? Why haven't they reached out to XXXX XXXX?
|
| 09/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
We have a current mortgage with Citizens One Bank at a 4.5 % interest rate. We applied on XX/XX/XXXX to refinance directly with them. We have provided all documents and signatures timely. We have exceptional credit rating and we are only asking for a fraction of the homes value at a lower interest rate of 2.5 %. An appraisal was done on XX/XX/XXXX and paid for by us. The process finally went to underwriting on XX/XX/XXXX and we were told it would close in about 7 business days. It is difficult to talk or communicate to the loan processer. We have emails go unanswered for days or weeks and keep getting told we are close to closing. Finally as we approach the 5 month mark without being contacted by the banks " closer '', we have asked to terminate the process and have the appraisal that we paid for be transferred to our new lender, who in 3 days time has already gotten further along than Citizens One. I was told that Citizens can not transfer the appraisal. I have written to the VP in charge of Home Loans and left two voice messages. We believe that Citizens One deliberately delayed the process to keep getting interest at the higher rate. We are seeking to be reimbursed for the appraisal costs that we paid for, since they won't transfer it. I can provide correspondence, copies of emails, and timelines showing their lack of motivation to complete the re-finance process. I estimate, that if we would have closed in a reasonable timeframe 45-60 days, we have paid approximately {$1000.00} more in interest and another {$890.00} for an appraisal that they won't transfer.
|
| 03/19/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
on XX/XX/XXXX sat with a XXXX XXXX the Commerical morgtage representativeve from citizens bank and needed to apply for a construction to build a second home in XXXX NC I explained to him that i just purchase a property in XXXX nc which had a small house on it and was tearing it down to build a new bigger home.
I submitted a Hud settlement sheet to show the purchase along with all other documentation he requested.
After 8 weeks i was denied the loan because the underwritter saw that it was a construction loan to a construction loan which was clearly seen on the Hud settlement paperwork which was submitted 8 weeks earlier.
Prior to receiving my denial letter which was dated on XX/XX/XXXX XXXX XXXX reached out and asked me on XX/XX/XXXX for the {$540.00} appraisal fee. I asked why i am paying for a appraisall fee when there was no house on this lot ( was removed on XX/XX/XXXX ) XXXX XXXX said it was part of the process.
Citizens bank went ahead and debited my account {$540.00} on XX/XX/XXXX.
My question to XXXX was if i was denied the loan on XX/XX/XXXX then why did citizens remove the funds from my account on XX/XX/XXXX I have reached out to XXXX and his boss XXXX to get my {$540.00} put back into my account as of this email i have yet to hear from both parties on this matter also to this date i have not received any copy of a appraisal that i paid for.
I feel XXXX XXXX knew from the start that this would be denied but wanted to make his application numbers work for him in the first quarter of the year and continued to go down this road for quotor purposes
|
| 02/12/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
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Web |
Older American |
|
XXXX, XXXX XXXX at local Citizens Bank asked me if I'd would want the new XXXX XXXX with 5 % cash back promo ( on up to {$6000.00} during first year, then reverts to 1.8 % on everything ). She signed me up for it. Got the card and started using it XXXX XXXX.
After about 10 days I set up my online account and noticed I was getting 1.8 %, not 5 %.
There is no other option besides a phone number to contact " Customer Service '', so on my 4th try to speak somebody, and XXXX. XXXX min. on hold, I finally got to explain the problem. The polite man eventually told me I'd start getting the 5 % in about 3 business days, and the difference between 1.8 % and 5 % for purchases already made " would be added to my account in a lump sum ''. I started getting the 5 % on XXXX XXXX. By then I had {$2100.00} in purchases, meaning I was owed {$67.00} in reward cash-back.
The owed amount never appeared. I called back on XXXX. This guy told me " it would take 2 weeks to get it ''. Asking " why? '' got no answer. I told him " I'll believe it when I see it '' and told him I'd be filing a complaint if it didn't happen.
3 weeks went by. Still nothing. Called back XXXX XXXX. The " Customer Service '' rep was full of " I'm Sorrys '' but nothing was done to this day.
It may not be a whole lot of money, that was the deal, then it's part of the contract between the bank and a very good XXXX customer of theirs. I expect it without being lied to by " Customer Service '' people who apparently know nothing and can't fix it themselves. I'm not wasting my time by calling again. It's useless.
|
| 05/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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When interest rates dropped in XXXX, my mortgage company reached out to me about refinancing. I locked in at 3.5 % with no points. Two weeks prior to that my boss informed me that we were going to have to shut down our XXXX XXXX due to COVID-19 and she wasnt sure how many hours she could guarantee me. So I called my mortgage company to inquire about having a month deferred just in case. I was told they do not defer but they offer a forbearance and explained that it would waive any late fees and would not hurt my credit or if I wanted to refinance. I didnt want to do that because I didnt want to pay two months worth the following month. Well they put me on forbearance anyway which I did not want to and which I ended up not needing Because I was able to keep working and did not use. I have never been late with a payment or missed any payments and my mortgage is paid up to date.
After a month of sending in documentation and trying to keep from using credit cards, I was called and told they were stopping the refinance because I went into forbearance. So for the last three weeks I have been getting nothing but the run around from them and they say there is a way to make it work and will call me. But now for over a week I have heard nothing.
I still want to refinance but they have dinged my credit report and I have paid {$540.00} for an appraisal. My credit score is around 754 and should be higher soon since I just sold a car and paid off that loan.
I reached out to another broker and was told that I can not refinance if there is any record of forbearance on me.
|
| 01/28/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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On XX/XX/2022, I went into a Citizens Bank branch on XXXX XXXX and XXXX to close my checking account. I also had a line of credit open that my checking was auto paying.
Before closing my account, the teller said they needed to move money over to my credit to zero out the balance and to come back a week later to close out after that was completed.
I took a XXXX withdrawal ( leaving enough to pay off line of credit ), signed the funds transfer paperwork and left.
About two weeks later ( believe XX/XX/XXXX ), I came back into the branch, verified my credit accounts were closed and took the remaining balance from checking and closed account, signing paperwork.
In XXXX, I noticed my lines of credit were drastically decreasing and being closed at other banks ( for no apparent reason ). When I looked into it, Citizens Bank had filed a major delinquency report on me because they said my line of credit was still open.
With this knowledge, they had never called, sent a letter, texted or communicated with me in any way. I checked my online account and it showed XXXX balance. When I called, the credit department said to pay it off. The XXXX office said theyd have a letter written to me in 30 days. This has to be some type of Reg E violation.
My credit has dropped over XXXX points due to this ( false reporting > reduced credit score > lines of credit decreased > utilization rates up XXXX continued decrease in score, etc ).
Citizens has not looked for ways to help and is leaving me in a perilous financial situation with resolution being a letter in 30 days.
|
| 06/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I entered into a forbearance plan on XX/XX/XXXX and was told it wouldnt affect my credit and they told me i would get XXXX months of forbearance. XXXX months later on XX/XX/XXXX I decided I was ready to exit my plan. I spoke to my mortgage company multiple times and everytime i was told my plan expired till XX/XX/XXXX. When i called to exit forbearance they then informed me i was already out of forbearance and my credit would be affected. I was then told my mortgage was due in XX/XX/XXXX so i made my XXXX payment. I was then told to get my missed payments deferred to the end of the loan i would have to wait 60 days and in that time it would be reported as XXXX missed payments on my credit. I told them its not my fault they take so long to process it and I will resume my payments and they said they cant do anything. Although all the paperwork they sent me on the forbearance rules said my credit wouldnt be affected if i followed their rules they are now saying something different.
If i didnt get lucky and called to exit i would have never found out that my plan was over. they told me something completely different multiple times on the phone. also they told me my credit shouldnt be affected before and now are saying it will be because they take 60 days to process everything. Citizen one should be held accountable because they cant tell me XXXX thing and do something different. If i knew this would affect my credit i would have took other actions but then again this is against the forbearance rules so why can they do that when other banks dont take 60 days.
|
| 07/30/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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Our closing was scheduled for XXXX on Monday XX/XX/2019 by XXXX of XXXX XXXX for a home equity loan with Citizens Bank. XXXX called and left a voicemail Monday afternoon at XXXX to reschedule the appointment for XXXX XXXX. He said, Id like to see if we can adjust it to XXXX. They have me in XXXX at XXXX and I am fearful of not being able to be back in time for XXXX. He ultimately arrived at XXXX. We proceeded to quickly sign the loan paperwork, and once complete, he gave me a copy. I implicitly understood it was our copy of the closing paperwork. On the morning of Thursday, the XXXX, I proceeded to open the folder, and was shocked to see the paperwork belonged to XXXX XXXX and his wife XXXX of XXXX NJ. I called XXXX, and told him the situation, to which he abruptly responded, I picked up the wrong paperwork off the printer. I asked him pointedly, who has my paperwork? He said in response, NO ONE! Around XXXX, I could no longer trust Citizens Bank or XXXX XXXX to resolve this situation before untold horrors could occur, so I called the XXXX customer whose information I had, to see if they had ours. Mr. XXXX initially concerned I was phishing, ultimately relented, and checked his copy only to find out that he did indeed have ours. Who is to say he ( MrXXXX XXXX ) didnt already share or sell my information? How do I know this wont happen again with the financial outfits who now have my information? I am exasperated! I need to protect myself, and my son. XXXX XXXX VP of Citizens Home in XXXX NJ is aware, and agreed to meet XX/XX/XXXX, but it's already too late.
|
| 12/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
Servicemember |
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I recently refinanced my home mortgage, originally with XXXX XXXXXX/XX/XXXX I have never missed a payment, or even been late. I refinanced {$350000.00} into another XXXX XXXX XX/XX/XXXX mortgage in XX/XX/2020 at a lower rate ( good for me ). In XXXX XXXX XXXXXX/XX/XXXX sold my refinanced mortgage to Citizens Bank, as they were entitled to do. Unfortunately, the new lender, Citizens Bank, seems impenetrable. I am unable to track what happened to the escrow money, and I can not understand what happened to the principal balanceit went UP. Worst of all, it is extremely difficult to get anyone at Citizens Bank on the phone. Dont they have an obligation to be available to their mortgagees? Over the last several weeks I have tried calling their customer service XXXXnumber XXXX multiple times. Only once have I been able to speak to someone XXXXXX/XX/XXXX XX/XX/XXXX? ) said to check again in a week ). It usually says that due to high call volume they will call me back in a day or two. On Tuesday of this week their message said their call-back system couldn't call me back until 4 days later. Huh? Their secure messaging webpage offers a 5-day turn-around on messages. This is ridiculous. This lack of availability is certainly terrible customer service, but is it in compliance with federal regulations?
I have a simple issueI just need Citizens to be reachable to explain what happened to the escrow money and the principal. But they seem unreachable.
From a regulators standpoint I want you to know about this difficulty, and I thank you for your assistance and advice.
|
| 08/27/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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|
Web |
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On Thursday XX/XX/XXXX I submitted two checks electronically ( I had left my debit card at a friends and had n't retrieved it yet ). Throughout the weekend and into Monday of the next week I used my card. The eclecteonic checks showed pending over the weekend and I was under the impression my account wa seer up that if I did n't have the funds my card would be declined. My card was not declined throughout the weekend. During Monday night processing, the debit card transactions all posted but the bank then posted the checks after the debit card purchases. Even though they had be submitted prior. I called the bank to dispute the fees because the ACH transactions had appeared on the account when purchases were made yet posted after the debit transactions. The agent ( and manager I spoke with ) said that posting order had been changed and now checks posted after debit card transactions. ( Which is think is predatory since they can no longer charge fees for debit card transactions that they authorize if funds are n't available. ) Neither the agent or the supervisor knew when the posting order had actually changed and when I asked the manager XXXX to speak with her supervisor about it I was told that I could n't speak to them and they did n't speak to customers ( I looked at the banks published information online as directed by the supervisor and qouter to her what the online materials said and she argued that that information was incorrect and that I must be looking at the wrong banks information ). I have since been charged another fee for sustained overdraft.
|
| 10/20/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
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|
Web |
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For my monthly bill in XXXX, the payment app was down again along with website, so I had to call and make my payment. I have made every payment on time for roughly 3 years, paying more than agreed.
The payment came out of my checking account on XX/XX/2023 Citizens Bank NA Phone paytel {$170.00} is on my bank statement. Which I have photo evidence of.
I received a late notice a week later, saying the payment was not made.
I called on XX/XX/XXXX and they had told me the payment went into the wrong account and would be reviewed by a superior. They told me to call back in XXXX business days.
I did call again and was handed off to several associates several times, spending an hour each time waiting for good news. The amount of times I have called this company is almost in the double digits. Each time, giving several people the same information over and over again until tears start flowing.
Citizens keep requesting that I call again in 3 days which I have done for XXXX weeks. Spending a lot of time getting transferred to different associates or being on hold. The conclusion is the same each time, call us again sometime in the future and we will have you wait for nothing while we ruin your credit score.
I am concerned that my requests to have this as a " late payment submitted in error '' to the credit agencies are not being followed through with. This is not my mistake and should not affect my credit in any negative way.
I appreciate having this option to file a complaint because I have had no luck and nobody to turn to for help.
Case Number XXXX
|
| 06/22/2020 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
Older American |
|
XXXX XXXX XXXX had a door to door salesman sell me a security contract and equipment. This is after I told them I was already in a contract with XXXX XXXX. Yet they still installed equipment and signed me up for a contract. Without my signature and a proper copy of the contract when the work was finished. Instead they gave me a free month of service and tried to buy out XXXX XXXX. I was told i didn't submit paperwork in time and they couldn't buy me out of the XXXX XXXX loan. They gave me XXXX dollars and have suspended my payments to the back end of the contract year. Instead of letting me break the contract without having to pay the next 6 months of the contract. I am an elderly widowed woman on a fixed income who was taken advantage of by the XXXX XXXX XXXX sales team. They failed to provide me with contracts with my signature on them and dates that are inconsistent. I am worried about my home security but shouldn't have to be worried about being robbed XXXX by a security company. I have already payed XXXX and Citizen Bank for the half the year {$1500.00}. I would willingly give back the XXXX dollars for a void in the rest of the loan and termination of XXXX contract {$1400.00}. I already pay XXXX XXXX and have payed XXXX for half the year two companies to do the same job. Again I was taken advantage of by the sales team for XXXX XXXX XXXX and not provided with adequate information. I will gladly pay back the {$200.00} I owe but find it hard to continue to spend my money on a company that clearly does not have my best interest at heart. PLEASE HELP!
|
| 08/01/2023 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
|
I was given incomplete information about the terms of forbearance by the servicer of my Citizen 's loan ( XXXX ). Here is that complaint, which contains the issue that I am making a complaint for with Citizens : " I applied for an extension/forbearance. I was informed that I could forbear for XXXX increments for up to 12 months. My forbearance was accepted for XXXX and XXXX. I attempted to apply again to forbear for another 2 months since I am still unemployed and experiencing hardship. I was told that I need to wait 12 months before I can forbear again. This XXXX waiting period before using another 2 months of forbearance was not communicated to me in either verbal or written review of the terms of the forbearance. When I brought this to the attention of a representative over the phone, I was informed that the complaint would be made, but I would not be able to get additional forbearance until next year. '' XX/XX/2023 XXXX replied, noting that " In accordance with our agreement with Citizens, as your loan servicer, we are obligated to service your loan in accordance with your lenders guidelines. '' XX/XX/2023 I then called Citizens on XX/XX/2023 to try finding another way to forbear my loan. If I had known I was only able to forbear my loan for 2 months within the entire year, I may have waited and used the forbearance at an even more difficult time.
I am now making this complaint against Citizens because they were unable to take responsibility for the lack of proper communication provided by their servicer, and were unable to extend my forbearance.
|
| 03/21/2016 |
Yes |
- Bank account or service
- Checking account
|
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|
Web |
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Around XXXX XXXX, my boyfriend and I opened accounts at Citizens Bank ( CB ). Everything was going smoothly until this past Friday, XXXX XXXX, XXXX when I saw that a {$300.00} debit was made to XXXX account and a {$280.00} debit was made to another. I called CB that same day to report that someone ( to my knowledge ) had illegally taken money out of my account. Citizens informed me that they did n't know what the problem was and to call back on Monday when their computer system could tell them more. I call today ( XXXX/XXXX/XXXX ) and CB told me that the " debit '' was done by CB due to an account that I had with them in XX/XX/XXXX that was overdrawn. Citizens took this money without warning, my consent or knowledge. That was almost my entire 2-week paycheck. I am single mother, working part-time and my paycheck goes to paying my car note to get to/from work, daycare and other living expenses and this " debit '' has severely hindered my paying my bills. If in fact I did/do owe CB this money, when these accounts were opened CB should have, at that time, informed me of such and allowed me to re-pay them or not have allowed me to open the accounts at all. I assume that when they took my social security number, at the time of opening the accounts, they could have looked into whether I had accounts with them in the past and informed me accordingly. I feel as though they allowed me to open these accounts under false pretenses in order to be able to " debit '' my account for past monies due when it suited them. Please help me to get my money back. Thank you.
|
| 03/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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|
The closing was confusing and explanation of terms were vague under impression had a grant yet this was a second lien on my home here are the reasons and things that have caused issues below : 1. Loan terms for XXXX were not given yet this has been paid off in full but the bank has received funds of {$9000.00} ( please see XXXX Mortage subsidy Agreement last paragraph showing amount added of {$9000.00} ) which was added to mortgage and pay off was for {$4100.00} or there abouts with interest ( please see Discharge of Mortgage included as well ) so there is a credit due of {$4800.00} or thereabouts is owed to myself and loan be reamortized taking out MHP out.
2. Company refused to accept legally done Appraisal on Home only after complaints relented home value is {$360000.00} loan amount owed is {$250000.00} or less now therefore as requested over and over Escrow account should be removed as requested yet again refusal.
3. The 2nd lien of MHP has been recorded with Registry of Deeds as well 4. Loan documents said one thing yet after never being late at all payments keep going up this needs to be corrected and stop DOCUMENTS ATTACHED OF MORTGAGE SHOWING IMPORTANT ISSUES TO SHOW WHAT IS NEEDED TO FIX THE ISSUES ATTACHED TO COMPLAINT.
Citizens bank has been sent proof of all stated below and has not responded to date due to issues in past would like all in writing and need a new Amortization Schedule done with Escrow and XXXX removed since they have been paid in full and Dscharge from them already provided and registered with Registry of Deeds as well.
|
| 11/02/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
On XX/XX/XXXX, XXXX XXXX from the Office of the Chairman ever so kindly provided all of the information that shows the bank 's guilt to comply with the /fair /Credit Reporting Act ( FCRA ) which ( as XXXX XXXX so graciously supplied me ), " ... requires the bank furnish information which is considered true and accurate. '' As is reflected on bank statements for the only bank I ever received statement for ending in XXXX, the money for HELOC is taken out every month plus my several transfers in excess of hundreds of dollars but the bank not only closed my account ILLEGALLY bur on XX/XX/XXXX, I got another letter that my HELOC ( I did not know even the number due to no compliance with the laws governing banks ) that now citizens bank closed my HELOC which I infer is to spitefully and maliciously attempt to steal my house that I was never even a day late since I bought XXXX on XX/XX/XXXX except in XX/XX/XXXX when I withdrew all of my money from said bank due to some type of identity theft or an inside thief but spitefully did not protect my money when I learned that all the bank had to do was CONTACT ME to change account numbers. The reporting of late payments has caused my car insurance to be high and hundreds of dollars ( for over a year ) in outrageous interest rates all due to lies! I could be spiteful like whoever is maliciously going against every commonwealth law and jurisdiction overseeing banks when they shut down mu account and stole the money I left in the checking to keep it open for my deposit which I got despite the illegal closure of same.
|
| 11/28/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
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I made several purchases at XXXX XXXX XXXX XXXX during the month of XX/XX/XXXX on XX/XX/XXXX I returned some items and XXXX XXXX XXXX XXXX refunded back to my card XXXX. I XXXX on XX/XX/XXXX to advise my credit has not appeared on my bank account I spoke to a manger XXXX who researched the transaction and confirmed everything posted successfully on their end I tried calling Citizens for 2 days each time got uneducated reps from across seas who gave me the run around. On XX/XX/XXXX I filed a XXXX XXXX XXXX complaint because I still have not received my credit and keep getting the run around from citizens, On XXXX a representative from the office of Chairman contacted me and said they were looking into my issue and would get back to me and have my account credited ASAP I was also asked to email a copy of my receipt confirming the transaction from XXXX XXXX XXXX XXXX I did this within minutes after hanging up with the rep from the office of the chairman. I called citizens on XXXX after being on hold 22 minutes from a rep from across seas was told my call could not be transferred to the office of the chairman someone would call me within 2 days UNACCEPTABLE SERVICE! I am beyond frustrated Citizens has not resolved this issue or contacted me for a resolution! The service at this bank is TERRIBLE I have been a customer for years and most recently with the service I have experienced will be looking to do my full banking with my current credit union! Citizens needs to post my refund IMMEDIATELY! Once again I am attaching my receipt from XXXX XXXX XXXX XXXX!
|
| 04/25/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I opened a Checking 's account With citizens and waited for my card to come in the mail for about a week and a half. When i finally received it i called and activated it, it said it was successful. However when i went to use it I got declined so i called customer service they told me they fixed t and my card should work. so i head back to the store, Again declined. so again i call customer service they said i never activated my card i told them i did twice now and they said no problem and the card should work not. So now for the third time i head to the store, the only difference this time was when my card got declined the cashier told me t came up expired. so now again calling customer service i asked to speak with a supervisor and after being on hold for 43 minutes i got someone saying all the supervisors were busy and that she could help me. She explained that the mailed out the card had then ordered a replacement card. I asked why they ordered a replacement card they could n't tell me why. Then told me it would go to my new address ( which i had to call 4 times just to get them to change before actually having to go in the branch for them to actually do it ) it did not in fac t it went to an address i never lived at coincidentally it was a friends house thank XXXX for that or someone else would have had my bank information. but even worse is now that i finally got my new card after a months wait i go to use it and guess what. You 're right DECLINED. so now I 'm getting late fees because citizens screwed up and wont let me access my money!!!!
|
| 07/06/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
XX/XX/XXXX I deposited {$500.00} in my bank account. Partial Cash and Partial Check. The cash cleared immediately while the check funds were on hold. Despite the funds being in my account on XX/XX/XXXX Citizens Bank charged me {$170.00} in overdraft fees and charges and refused to waive even one of those charges. This happens on a regular basis and they have charged me nearly {$2000.00} within the past year. Citizens continues to maliciously manipulate my funds in order to charge me additional fees. If for some reason I accidentally fall short I immediately put funds in there the following morning. Citizens will then immediately charge me an overdraft charge of {$35.00} and take whatever funds I deposited in my account. My ledger constantly changes and charges move up and down the deposit line how Citizens Bank see 's fit. They then blame it on the merchant. I go to the same places daily and deal with the same people daily. The merchants are not the issue here. Citizens Bank is the issue. They are the most deceitful bank I 've ever had the displeasure of dealing with. Their employees are extremely rude and unhelpful and I for one am tired of being treated like a second class citizen just so I have the ability to pay my bills online. I find their way of conducting business bordering on criminal and their fees are highly excessive. They manipulate your funds so that they can maximize the fees they charge you. So instead of one fee they will manipulate your funds so that they can charge you three instead. This company must be dealt with immediately.
|
| 07/19/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
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My mortgage is with Citizens One. I submitted a loan modification application in XX/XX/XXXX. I was initially advised to allow 45-60 business days for processing. I called each month to check the status of my application. Each time I was advised that my request was still pending review/decision with an underwriter. However, today ( XX/XX/XXXX ), I called Citizens and was advised by my lender that I was denied on XX/XX/XXXX. To date I have not received any written correspondence regarding this, nor has anyone contacted me to inform me of this status change for my application. I was told to reapply and see what other options are available. I feel so uneasy about this because I was not aware for over a month that I was denied. Had I known this sooner, I would have been exploring other options for my home. I am resubmitting another application today, hoping that my lender does not repeat this lack of communication issue with me again. I'm doing everything within my power to be positive about this and I'm really relying on my faith in God to help my family and I keep our home. I'd also like to go on record and advise that I called on XX/XX/XXXX and scheduled a payment with an agent. That representative used the wrong payment method & account number when she completed my request.
On XX/XX/XXXX, a manager with Citizens One named XXXX confirmed that she listened to the call and there was an error on behalf of the agent. In turn, this caused my bank to charge me two insufficient funds fees. I was told that the fees would be refunded but they never were.
|
| 04/02/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
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The problem started in XXXX of last year, during the hardship of COVID 19 my husband lost his job and I applied for forbearance plan. Tried to catch up with mortgage payments but it was still hard, applied for Dilequency through citizens home loan and ever since nothin but a nightmare. I got approved, to add the 4 delayed payment to the end of the Morgage on the condition of me signing a notorized letter, and I sent it to citizens home loan through fax, email and mail. And then I started making my current payment on time to find out that all the payment are going into a suspended account, now I am backed up with payments I already paid and the forbearance. Called so many timers and they keep telling me there is another application I need to sign and and someone will reach out and it will get mailed but nothing happened. And whenever I call they say they reached me but I dont have any voicemails or calls. Last week they said they sent it through XXXX but refuse to provide the tracking number. It wasnt until I said Im reporting to a lawyer and Im recording that they gave me a tracking, the tracking number showed the package was sent the day and time of the call. And the threatened me to have it received and sent back and motorised writhing 6 days or my delinquency is cancelled. The money I paid didnt even go to the escrow or the taxes to the city or even my insurance. I am stuck with them and I afraid to loose my house, please help! Havent even received the letter in the first place and they told me they can even email or have me print it online.
|
| 10/20/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Problems when you are unable to pay
|
|
Web |
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I had a car loan with Citizen Bank the issue started when i got behind on my payments from starting a new job. Well they repo it and i was told that i had 21 days to get the vehicle back if i catch up all the payments. Well they gave me the wrong location first where the vehicle were located so i find out by myself that it was located in XXXX. So i waited to receive a letter or call to what i needed to do. So i shows up at the repo place to find out that my vehicle was already moved with some of my stuff left in it. ( which some stuff is still missing ) They informed me not the Bank that the vehicle was already gone. The bank at first did not know the truck was sold until i told them. So then after i call the bank back and they finally told me it was gone. The repo people let me know the name and number to call for the auction. So i called the auction and with in the 21 days the bank said i had to retain the vehicle was not true the vehicle was already sold before the 21 days and my issue was i received no call or letter with no information on how much it was sold or what afterwards that i have to take care of. As my friend told me he said watch when you pay that money they be done sold your truck and you be lost for your money and the truck. And just as he said i were glad i did not pay it because the truck was already sold. I contacted the auction people as i were told by the bank that they would have to give me that information and the lady listen to my story and told me i might need to follow through on this issue with someone professional.
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| 05/09/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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Citizens Bank has the below statement on their website. But when I contacted them to ask for a refund over {$300.00} fees, which they have charged me over the last week, I was told no because they have already refunded fees on my account. We are, however, still in the middle of a pandemic crisis. Why have messages like this on their website when they are only willing to help when you feel like and not when it is needed? Why are they allowed to continue being so financially predatory during time like this?
This is the statement on their website : If you have been impacted by COVID-19 and are facing financial hardship, please reach out to us to discuss the ways we can help provide relief to you.
For Consumers : Payment assistance for up to 90 days ( varies by product ) with no credit bureau impact ( Auto, Credit Card, Mortgage, Student Loans, Home Equity Loans, Home Equity Lines of Credit ) Late fee waivers ( Auto, Credit Card, Home Equity Loans, Home Equity Lines of Credit, Mortgage, Student Loans ) Home foreclosure suspension for up to 60 days : This is automatic ; there is no need to contact us Overdraft fee waivers and service charge reversal Early CD withdrawals without penalty Auto repossession suspension : This is automatic, there is no need to contact us If you are in need of assistance, please contact us. Please note that we're currently receiving higher than normal call volumes as we help our customers through this difficult time. To expedite service, please identify yourself using your account number. Thank you for your patience!
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| 07/10/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
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Web |
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Sometime between XX/XX/XXXX and XX/XX/2015, Citizens Bank switched our checking account from Circle Checking to Premier Checking without our knowledge or authorization. The new type of account has a monthly fee, so Citizens Bank assessed a $ XXXX monthly fee from our account. I called " XXXX '' at XXXX who assured me that he would rebate the money and switch us back. He rebated the {$25.00} but the next month, Citizens Bank assessed the {$25.00} fee and we were still in Premier Checking. I called XXXX again, and again he promised to remove the fee and switch us back. Even he called this practice " unacceptable. '' I want something in writing to confirm this and say it will NEVER happen again. I also want to file charges that the bank attempted to steal our money. This is not the first time Citizens Bank has stolen money from us. Citizens Bank took our $ XXXX insurance check from XXXX XXXX and deposited it into an escrow account and denied us access to it. Our mortgage agreement with XXXX did not allow this practice. We had to refinance our loan with XXXX XXXX in order to get that money back. During that process, Citizens Bank broke the PA State Law by denying us a written payoff amount, thus thwarting our attempt to refinance with another bank. We had to threaten our local branch with criminal charges in order to get the payoff amount. I want to know why Citizens Bank is allowed to flagrantly break the law, steal money from its customers, and change its policies arbitrarily. Please tell me that you will police this bank and enforce the law.
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| 03/28/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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I received a promotion mailer in XXXX for {$300.00} bonus payment after XXXX days with {$1000.00} deposit, and additional {$100.00} for new savings account. On XX/XX/XXXX, I opened both checking and savings accounts and received my first direct deposit of greater than {$1500.00} on XX/XX/XXXX well before the XXXXday deadline. According to the payment schedule, my bonus of {$400.00} should have been paid by end of XXXX. After not receiving the payment, I called the bank on XX/XX/XXXX to inquire about the payment. They asked for the code, which I gave over the phone. I was then transferred to a supervisor, who then made me repeat the code, and then proceeded to tell me that my account was not tied to the promo-code and therefore I would not be getting the bonus payment and there was nothing she could do. I asked how come, because I went to the weblink provided on the mailer and entered the code, prior to opening my accounts, and she said, maybe there was a glitch in the system. I then expressed, that was not really a suitable answer, because a glitch in their system was not my fault and I should still be paid the bonus, because I have the mailer in hand and the code. I asked if they could look into it further to see what happened, and she said no, this is where it ends, that is why you were transferred to me. I told her I felt like I had been scammed and would be filing a complaint, so the same thing does not happen to someone else. I would like to receive my bonus payment and an explanation of what happened in the first place.
Thanks you.
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| 04/13/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
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Web |
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We shopped for a new second mortgage for our condo in XXXX through XXXX XXXX. We accepted an offer from Charter One and received the paperwork. Despite requesting a second mortgage, I was sent paperwork for a HELOC instead. Not intending to tap into the line of credit, we signed the documents.
Later, as housing prices continued to plummet, our financial advisor recommended we complete a short sale. Unbeknownst to us, HELOCs do not go away in a short sale situation, so we were stuck with making an agreement with Charter One for the full amount of the HELOC value - they literally would not negotiate a lower rate one penny. We were advised to accept, and attempt to re-negotiate the amount at a later time. We completed the short sale of the condo in fall of XXXX.
Three years later, after much failed negotiation, we settled on an amount to settle the debt. After three payments, we received a letter from the bank 's law firm, confirming satisfaction of the debt, showing the full amount paid. A few months later I checked our credit, and found Charter One had reported the loan as a " write off, '' meaning the debt was never paid. I filed a discrepancy with the credit bureau to correct the record. When the credit agency contacted Charter One to verify this change, they replied, " No, the write off is correct. '' This fraudulent record has caused serious damage to my credit score since its appearance on my record in XXXX. I wish to have this record removed from my credit, and if possible, punish Charter One for a fraudulent filing on my report.
|
| 10/03/2017 |
Yes |
- Debt collection
- Private student loan debt
|
- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
|
|
Web |
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I filed for Chapter XXXX Bankruptcy in US Federal Bankruptcy Court in Maryland on XXXX/XXXX/XXXX which was ordered discharge on XXXX/XXXX/XXXX. Case Number # XXXX.
I included a Private Co-signed Student Loan via Citizens Bank serviced by XXXX XXXX XXXX XXXX. Due to my income, hardship, and no employment and on public assistance with not ability to repay this loan its was allowed in the listed of debit and creditors of my chapter XXXX bankruptcy filing and discharged.
Both Citizens Bank the loan holder and its servicer XXXX have been attempting to collect on a discharged debit ordered by the US Federal District Court for Bankruptcy in Maryland.
They have contacted me several times by phone which I had inform them it was discharged in Chapter XXXX Bankruptcy. They being XXXX and Citizens Bank also attempted by mail to collect on this discharged debit I started to keep record and they on XXXX XXXX, XXXX ; XXXX XXXX, XXXX, XXXX XXXX, XXXX, and XXXX XXXX, XXXX to still attempt to collect on this debit. I have responded by mail and even demanded to cease the collection attempted and correct the collection and credit report records to XXXX and Citizens Bank on XXXX XXXX, XXXX by fax and US Mail to Citizen Bank and XXXX, and on XXXX XXXX, XXXX to XXXX again with their request form format. I then received a response from Citizen Banks by mail on XXXX XXXX, XXXX that they are ignoring a federal court discharge order and has stated that I still owe them the monies and need to repay and it was the Citizens Bank 's final decision on the matter.
|
| 03/30/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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In XXXX I requested forbearance due to income issues due to XXXX. I received 2 extensions ( ended XX/XX/XXXX ) At that point I requested paperwork to see what my options were at that time, including but not limited to loan modification. I never received the paperwork. In XXXX of XXXX I requested the paperwork again. The only option I had at that point was a loan modification. I started the process and finally got it approved and settled in XXXX. I met all the requirements of the loan modification during the trial period. The loan modification was officially finalized on XX/XX/XXXX.
SInce XX/XX/XXXX I have been trying to get dates and letters from Citizen so that I can refinance with another institution. I have even had conference calls with loss mitigation, customer service, my mortgage broker, and the perspective new lender outlining all the information that is needed, and STILL have not been able to get basic information that we need. We have even faxed the request to both customer service and loss mitigation, but to no avail.
The information we need is : .1 The date of the end of the final forbearance .2 Documentation or confirmation the borrower applied and submitted documents at the end offorbearance.
3. We need verification demonstrating the borrower applied for modification at the appropriate times. 4. Timeline of application for modification and when the servicer approved the modification.
5. Payment plan prior to modification.
We need to see the borrower met all forbearance and pre-modification agreements with the servicer.
|
| 01/17/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Taking out the loan or lease
|
|
Web |
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This is in response to previous complaint XXXX. The issues from this complaint were not addressed.
1. Denied loan due to " GARNISHMENT, ATTACHMENT, FORECLOSURE, REPOSSESSION, JUDGMENT OR COLLECTION. '' I do not have any of these items on my credit report, nor have I ever. I called XXXX and verified that what is is listed on my credit report is NONE of those items. My credit report states some cards were " being managed by a credit grantor/ financial counseling program. '' A debt management program is VOLUNTARY, not ATTACHMENT!
2. I was wrongly denied this loan.
3. On XX/XX/2016 I was called at XXXX by XXXX from the chairman 's office. I returned the call 30 seconds after I recieved the message, and the call did not ring and went straight to XXXX at the chairman 's service voicemail. I have left many many messages, while calling XXXX over and over again, almost every day, for the last two months. I have called corporate numbers, where they have said they will send an email to get someone to call me back. Conveniently, no-one ever does. XXXX XXXX, who provided the response to my original case, has provided me the same number to contact them. I have phone records of all of my attempts to call and reach anyone at this company.
4. I feel this company is extremely shady, and I will be sending letters to XXXX, the company this iPhone upgrade loan is through, to provide them with this terrible feedback, and taking it further to a lawyer if this company can not provide an appropriate resolution for their wrong doing for over two months now.
|
| 04/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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On XX/XX/23 I filed complaint # XXXX. The basis of the complaint was an attempt to simply speak to someone in Citizens loss mitigation department so that I could offer a solution which would both provide Citizens with a path to being repaid XXXX cents on the dollar and to provide me with an amount of time to repay the loan. I was even offering to make payments for the duration of the workout period and offered to back my proposal with a " deed in lieu of foreclosure ''. The day after I filed my complaint I received a call from a XXXX ( not from loss mitigation ) but from the Office of the Chairman. He promised to forward my complaint to loss mitigation. Approximately 3 weeks passed. XXXX called again to apologize that it took so long to get back to me but stated that because I did not show/have " enough income, there was nothing they could do for me ''. What was outrageous about that statement was that XXXX and whomever else might have been looking at my file did not have any updated information. No one ever asked me to give them any additional information or even cared how I would live up to the agreement I was proposing. The information that XXXX and anyone else was looking at must have been 6 months old and therefor stale. I think Citizens is more motivated to do nothing to help me because they have already determined that the outstanding debt on my home is only approximately 1/3 that of the market value. At the end of the day I would just like to speak to someone who is reasonable and in a position to deal with me on a fair basis.
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| 03/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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My name is XXXX XXXX an my wife 's name is XXXX. Back in XX/XX/2002 we had taken out a small 2nd mortgage with XXXX XXXX XXXX in the amount of {$28000.00}. On the same date XXXX XXXX Assigned this mortgage to XXXX XXXX, XXXX XXXX, PA We refinanced this mortgage on XX/XX/2002 with XXXXXXXX XXXX XXXX XXXX. We have paper work that shows that XXXX paid off the XXXX XXXX loan on this date.
The problem is that XXXX XXXX never filed the Satisfaction paper work with the XXXX XXXX XXXX Pennsylvania Recorder of deeds office.
We now have applied for an Equity loan for repairs to our house now and have been denied because this loan satisfaction was never filed by XXXX XXXX XXXX
I contacted Citizens Bank over 45 days ago and was informed that this process would take up to 45 days to complete this task. To date I have not been contacted that this matter has been taken care of or that the Recorder of Deeds office in XXXX XXXX has been issued a satisfaction statement.
Every time I contact Citizen 's bank I keep getting a different story. We need to get a satisfaction letter to the XXXX XXXX recorder of deeds so we can proceed with a much needed current loan wiht which we have applied for with a different bank.
Attached are the recorded paper work the recorder of deeds has in regards to the initial loan with XXXX Mortgage and the assignment that occurred on the same date on XX/XX/2002. Also attached is documentation I obtained from XXXX XXXX XXXX showing that the XXXX XXXX was paid off on XXXX, XXXX, XXXX in the amount of {$28000.00}.
|
| 10/02/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
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over 3 years ago my sons private student loan fell into collections with citizens bank. he set up his account and has made every single payment every single month to the bank. he found out about a month ago that citizens bank screwed up and never filed the proper paperwork to the credit bureau when his loan transferred. The reason he found out was because he got hit with a negative XXXX on his account a month ago ( over 3 years after the loan was active ), and it shows citizens bank as the culprit but no information as to why. The credit bureau also has NO history of his payments being made over that time. Since then he has filed multiple complaints and has tried to contact the bank directly. He spoke to XXXX from the chairmans office ( XXXX ) over three weeks ago, and she told him " we have no idea what happened ''. XXXX verified all my sons information and verified he has made all payments on time and that his account hasnt been changed, so they are unsure what happened. Since that conversation my son has tried to contact her back multiple times for updates, but all of his phone calls are ignored, and XXXX refuses to answer his voicemails and call him back. My issue now, is that last week I received a notification that my credit score dropped. Upon investigation it now appears MY credit has dropped 37 points for no reason - it just says " citizen bank ''. We have not made any changes to citizens bank, they have officially screwed up my sons account and now it has impacted us both. They NEED to stop dragging their feet and fix this!
|
| 11/26/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
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On XXXX/XXXX/19, we received a letter that our taxes were going up from {$5500.00} total to over $ 9,000/year. On the escrow statement, it appears they added the {$5500.00} from XXXX 2019 statement which included school and property taxes to the school taxes they just paid in XXXX, which were {$3800.00}. We bought the house in XXXX. I called the XXXX XXXX XXXX XXXX on XXXX/XXXX/19 and confirmed that my taxes are only supposed to be {$1300.00} for property and {$3800.00} for school. I then called Citizens One on that same day telling them of this, and also offering the contact information for the woman at the assessors office and they said theyd have an answer for me as to what happened by XXXX/XXXX/19. I followed up with Citizens One on XXXX/XXXXXXXX19 and they still did not have an answer. I explained that they are adding school twice to my bill and they said they cant confirm until they new property bills come out. I also then asked why I my escrow has a balance of over {$7000.00} when they just paid school of {$3800.00} and they said they use it as a cushion. My taxes should only be about {$5500.00} a year so to have a {$7000.00} balance after the {$3800.00} paid for school is absolutely absurd. And then to tell us we have to pay {$500.00} more per month on top of that because theyre reading the tax statements wrong is beyond me. I followed up again today, XXXX/XXXX/19, the day they said they would have an answer by, and there is still no answer. I need the escrow account taken care or immediately as my payment is due XXXXXXXX19.
|
| 08/07/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
We started a refinance process earlier XXXX with Citizens Bank in XXXX, PA. Prior to engaging with them, we were warned by another lender that Citizens is known for conservative appraisal values. We ultimately went with Citizens, paid {$500.00} for an appraisal, and the resulting value was {$5000.00} less than our neighbor 's home - which is identical to ours. Not only did the appraisal take way too long to create ( XXXX weeks! ) the appraiser intentionally left off high-valued homes in our neighborhood and included a low-ball appraisal from a community XXXX miles away. We challenged the accuracy of the appraisal, and provided additional comps from our neighborhood. The appraiser rejected all of the comps we provided for various reasons but did not make any attempt to adjust for our home value including these comps. Citizens bank hid behind reform laws and now we are stuck with what we believe to be an inaccurate appraisal, have lost XXXX months of time going back-and-forth with the bank & appraisal company.
I believe that Citizens ' bank is using appraisers that devalue properties so that people will have to borrow more money than the bank otherwise wants to lend, and as a consumer we have no choice but to use their appraiser!
With the internet today, we have the ability to read reviews on restaurants, contractors, mechanics, dog walkers, stores, and anytime that we are paying money for goods or services. In this case, we had an appraisal selected for us XXXX and they were awful to work with! ) and we have no say in the matter.
|
| 09/01/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
On XX/XX/2021 I signed a loan modification agreement with Citizens One XXXX XXXX. I was originally told that I had 3 trail payments which were XXXX XXXX, XXXX XXXX and XXXX XXXX which were all paid. I was informed after that my loan modification would start XX/XX/2021. I started making my payments XX/XX/XXXX as requested and I continued to receive mortgage statements stating that my payments were past due. I called and I was informed that I owed a payment in XXXX. I informed the mortgage company of the previous agreement and every time I called the representative would pull up the notes and say ok I reviewed the notes and you don't owe a payment for XXXX. The company told me it would take a couple of months for their system to reflect the updated modification. I would have to call monthly and I was told the same information every time I called which is I was current on my payments. In the month of XXXX their system was finally updated and it showed I was a month behind. The new updates also displayed loan terms that were different from the modification we agreed on which is a loan of {$100000.00} for 30 years ( which payments from XXXX and so on should be applied ) and a second loan of {$40000.00} which is a HUD loan. I believe my payments have been misapplied. I requested detailed info on how the company arrived at the loan amount and how the payments have been applied before and after the modification with no response. I also believe the company is attempting to make me pay extra money when it's not warranted. Please investigate.
|
| 05/03/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
This matter is related to a HE Loan held by Citizen Bank ( aka RBS Citizens ).
In XXXX, approximately a week prior to the auto debit date of the loan I submitted a form through the local branch to change the auto-debit account. Unfortunately, Citizens bank incorrectly keyed the account number which resulted in my loan payment being delinquent. I received a call from Citizens Bank Loan Operations and after several follow up calls and verification that they had incorrectly entered the account number, Citizens Bank ensured me that everything had been rectified. I insisted on them taking a payment over the phone which they reluctantly agreed to waive the fee for processing.
The following month I noticed that the auto-debit payment had not been withdrawn and subsequently received a call from Citizens Bank. After discussing the issue I was told that they would correct the error and fix the system. Subsequent to the call confirming that they would take care of the situation, again! I received several more calls and a delinquent notice.
Facts confirmed by Citizens Bank 1. They had entered the account number incorrectly 2. Several different loan colleagues confirmed that the situation would be rectified 3. Once the system was updated with the correct account number they failed to actually instruct the system to initiate the auto-debit 4. I have opened XXXX cases and was told that everything was rectified and the payment would be back dated to the original due date. This never occurred and I received another call and a delinquent letter.
|
| 07/10/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
On XX/XX/2023, I deposited {$1700.00} into the atm at Citizens bank in XXXX, RI. The ATM returned {$20.00} then said there was an error. The ATM tried to return the rest of the money and you could hear it trying but nothing came out. When I tried to ask it to return the money it said an error has occurred but no receipt came out or error paperwork. The money ( {$1600.00} ) was never credited to my account. I called the bank while at the ATM and they said they would call me within 24 hours. I never received a call. My boyfriend and I called on XX/XX/2023 and spoke with someone. They said no one was suppose to call us and they need to count the ATM. However, on XX/XX/2023, the branch where the error happened, a technician went to the atm that morning. So, they did send someone out there. I found this out by calling the branch on XX/XX/2023. I spoke with a supervisor at Citizens Customer Service named XXXX. He said they put an expedited claim in but they still havent contacted us or anything. We havent had our account credited or anything. We got the feeling that unless we really push this, we wont be returned the money. That money was from both our jobs and is meant for our bills that we are now late on. We called our car insurance to try and explain the situation. They understood but couldnt promise anything like our insurance lapsing. Which will cost us extra money.
The atm has cameras so they should be able to see everything that happened in case there is an error with the atms software and it doesnt report the logs properly.
|
| 08/05/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
Good time of the day!
In the beginning in XXXX in a mail I received an offer from Citizen bank to open a checking account. An offer condition stated that in 60 days after opening account and depositing amount over {$500.00} you will receive a bonus of {$300.00}. I included copy of the flyer for your review. Offer code : XXXX I opened an account over the phone on XX/XX/XXXX and transfer my pay checks on it. After 60 day I called to the Bank to check on a status and Representative XXXX told me that I will have my bonus deposit on XX/XX/XXXX.
On XX/XX/XXXX I called to check on a status of the deposit and Representative XXXX informed me that I can expect deposit to be made to my account on XX/XX/XXXX.
On XX/XX/XXXX I spoke to another Bank Representative ( unfortunately dont have a name ) and he told me that I will need to the end of the month of XXXX.
On XX/XX/XXXX I spoke to two Managers in the Citizen bank XXXX and XXXX who said that my deposit will be will be on the account by the end of the week and if it is not happened my account will be credit for the bonus amount. NOTHING OF THIS PROMIS WAS DONE and then I received a phone call from XXXX ( bank Representative ) who informed me that my case STILL UNDER REVIEW!?!? She left me her phone number ; I called back and left a message asking to explain me WHY It is investigation and WHAT is the problem, but no one called me back!!!
I spend so much time listening to fake promises! I am very disappointment and absolutely not happy with all procedure and service related to my case!
|
| 07/12/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
Yesterday I signed up for a company called XXXX XXXX and it verified my bank account and everything, when I go to work today I should be able to start receiving money from them if I so choose to, which being extremely low income I desperately need to do from time to time by just a few dollars here and there so I do n't need to overdraft my account. My bank which is citizens bank of PA is not partnered with this company so apparently they just want people to overdraft their accounts if they desperately need gas, or toilet paper so they can get the XXXX dollar fee. This company XXXX would be a huge help to customers in keeping them from paying those fees to banks. Me myself I can personally attest to how much this company would help people like me. I just was paid yesterday and my entire check went to coolant for my car, oil for an oil change, rent, and everything my XXXX year old needed and what my XXXX XXXX olds daycare requires him to have and as this is his first day of daycare today I needed a lot. I do n't have the money for gas to drive my XXXX year old to her daycare in moon for an entire week, I do n't have money for gas for work, I 'm at 1/4 of a tank my car is a gas hog until the oil is added and coolant. The only reason my bank has not joined with this company is to get the fees charged from having to overdraft when this application will eliminate the need for that. I feel all banks should be required to join with companies like XXXX to help eliminate fees being paid to institutions as people wo n't need to overdraft.
|
| 12/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
About 2 months ago I noticed some fraudulent charges on my checking account from the XXXX store. I never had an XXXX store account before so I called the bank and explained what happened. The gentleman on the phone and I came to the conclusion my card number had been stolen and he said he would work on getting my money back. He ordered me a new card after cancelling my old one and I moved on with my day. About a week or so later I noticed the money was back in my account for almost {$200.00} and accepted the fact they fixed the issue.
I noticed today when checking my account I was {$170.00} in the negative on that same checking account and noticed they all said miscellaneous charge and so I called the bank to ask whats up. The woman I spoke to talked to her manager and they realized it was because when the investigation had concluded they deemed most of the charges not fraudulent they took the money back. They had sent me a letter about a week or so ago it but when I read it I didn't really understand what it was explaining other than 'investigation concluded no further action needed ' and just put it in with all my other mail and forgot about it. The woman explained there was nothing they could do the charges are valid. I explained again I do not have an XXXX store account and she said there was nothing they can do. I then explained how this made me upset and that I was cancelling my accounts tomorrow and banking somewhere else. She then told me to have a great night and thank you for banking with us and abruptly hung up.
|
| 12/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
A debt collector called XXXX XXXX contacted over a year ago to notify me that I have {$290.00} of debt with Citizens Bank pertaining to a checking account from XXXX. I have not had an account of any kind with Citizens Bank since XXXX when my personal checking account with Citizens was transitioned to a personal checking account with XXXX XXXX. XXXX XXXX purchased my Citizens branch in XXXX. My account and associated funds were transferred to XXXX XXXX. My Citizens account was in good standing and, If I had a negative balance with Citizens, the account would either not have transferred to XXXX XXXX or it would have become a negative balance with First Merit. Further, I received no correspondence from Citizens notifying me of this debt until the debt collector sent me an invoice in XXXX. I was not contacted for any reason by Citizens during the previous XXXX years and out of nowhere I got this debt collector notice, the first of several. I contacted the debt collector and Citizens Bank via email on XX/XX/XXXX to inform them that I do not, in fact, owe Citizens Bank anything. I contacted both companies again on XX/XX/XXXX repeating the facts. In the summer of XXXX I filled out required documentation with the debt collector explaining, once again, what I explained above. On XX/XX/XXXX I received a response from the debt collector with account statements in my name from XXXX. The debt collector 's response said " This debt is valid. '' Again, I had explained to the repeatedly that I had not had an account with Citizens since XXXX.
|
| 02/01/2022 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
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Web |
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I had a joint checking account with a friend a couple of years ago. It went negative XXXX dollars or so due to the other account holder. We lived at different addresses so I myself never received anything saying my account was overdrawn. I guess they charged it off. In XXXX citizens bank advertised to me a XXXX $ bonus offer for opening accounts. I opened them and in XXXX they took out over XXXX XXXX dollars out of my account. Now on XX/XX/22 they took out XXXX dollars out of my account. They never issued me a single notice. I never knew i had a chargeoff otherwise I wouldve paid it, or disputed it because it was not my purchases that caused the charge off in the first place or at least set up a payment plan so I can feed my family. I have rent insurance and a student loan all due this week. Gas groceries my daughters gymnastics classes. If I had known about this I would gladly set up a payment plan. We are in a pandemic. My wife lost her job. I am feeding my whole family including my parents and they took my paycheck.
Very decieving tactics- they inticed me with a XXXX $ offer to open accounts. Made me set up direct deposits with my work into their bank. And took all of my money without notice of taking it or without notice that I had a charge off at all.
They took my cash on the XXXX of the month. My bills are due. My family is hungry. There is an ongoing pandemic. My wife lost her job. Our family is being affected and all citizens cares about is taking my money without notice to pay a debt that belongs to someone else.
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| 11/09/2017 |
Yes |
- Checking or savings account
- Other banking product or service
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- Managing an account
- Problem making or receiving payments
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Web |
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I have mortgage loan and circle gold check account with Citizens Bank for several years. I start to setup more than one credit cards auto-payment since last XX/XX/XXXX. Its website multiply auto-payments functions sounds NEVER working to me. Originally, I only has one XXXX Credit Cards auto-payment setup with the bank without problem. However, after more than one 's setup, the bank website multiply auto-payments functions is only still working on my XXXX Credit Cards auto-payment setup correctly but NEVER WORKING CORRECTLY for at least half years. I always manage to make manual payment by myself at first months and double check about auto payment settings on their website for slowly and patiently practices variously including call customer services line several months. I am an XXXX/XXXX XXXX guy for my life. I have a lot of my guts feelings about these problems and once even drive to its bank branch located in XXXX PA to let their new branch manager to setup by herself. They seem always divert my topics, have difficulties or blame other company 's problems that are resulted in many late payment, interesting and finance charges at all my credit cards and my accounts in the bank. I have many real-time online screen snapshots document to show they and spend a lot time to solve all problems caused by this bank. I get a lot of credits back from my other institutions and ask this bank cover the rest of my money lost without my mistakes. The bank is refused to do so and insist not their faults. I am very frustrating about the chaos.
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| 09/16/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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On Thursday, XX/XX/22 I made a CASH deposit of {$1400.00} in a Citizens Bank ATM # XXXX located in the XXXX XXXX XXXX XXXX on XXXX XXXX in XXXX, MA.
I accessed my account with PIN, and selected Cash Deposit. The door for deposits on the ATM opened and I inserted 14 {$100.00} bills. The ATM took the cash and proceeded to count it. After a while, it rejected 3 {$100.00} bills, then one more, and after another pause a last {$100.00} bill was rejected by the ATM.
I waited and got a message from the ATM that the deposit could not be processed, and I got a short printout that had : ATM #, Date, Card # and Location, and stated " Cash Deposit Your transaction can not be processed '' and " Please contact your financial institution '' THE ATM STOLE {$900.00} from me, Did not define my account number or the {$900.00}! I AM OUTRAGED BY THIS.
Thank god I selected a hard copy receipt or I would have no evidence of this thievery or incompetence whatsoever.
After 3 phone calls - the first 2 dropped out - reason unknown, I was able to file a claim, Claim # XXXX. On Friday, XX/XX/22, not trusting the local ATM, I deposited the balance of {$500.00} with help from a Teller. Shortly after the {$500.00} deposit, I went online to verify the {$500.00} deposit and saw that {$900.00} had been put in my primary checking account, dated XX/XX/22 and noted as Credit Memo and Dda Credit.
No apology. Repeat : No apology. No email or other notification that the {$900.00} deposit had been completed. I'm starting to really dislike banks in this era.
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| 10/12/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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This complaint is in regards to overdraft fees associated with an RBS Citizens Bank checking account. I have already tried coming to a resolution directly with RBS Citizens Bank, but was unable to resolve the issue.
I have previously confirmed directly with RBS Citizens Bank phone representatives and multiple bank tellers that RBS Citizens Bank 's checking account overdraft policy is that if any account becomes overdrawn on a business day, as long as the account holder makes a deposit or transfer into the overdrawn account by/or before XXXX EST on the day the account became overdrawn, an overdraft fee would not be charged.
After I reviewed my account statements in detail, there are a total of 6 overdraft fees, at {$35.00} each, that RBS Citizens Bank has assessed to this checking account. All 6 of these fees were charged on transactions that overdrew the checking account, but the account balance was brought into a positive balance, by a deposit being made, prior to XXXX XXXX on the day of the overdraft.
By Citizens Bank 's overdraft policy, there should not have been six {$35.00} overdraft fees assessed for these transactions on the attached dates.
I have attempted numerous times to resolve this with RBS Citizens Bank phone support representatives.
Their standard reply is that they can not reverse overdraft fees. I have replied that I am not looking for a valid overdraft fee to be reversed, that the fees were not correctly assessed by RBS Citizens Bank.
I have been unable to resolve it directly with RBS Citizens Bank.
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| 07/13/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Loan servicing, payments, escrow account
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Web |
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My lender, Citizens One Mortgage falsely reported to the credit bureaus that I was late on my mortgage payment. I learned of this error when I tried to refinance my home. I was denied because of this error. I contacted my mortgage company and told them I required a letter stating that I was not late that month. They told me it would take 30 days to research. 30 days passed and I received no resolution, then I received a letter saying it would take 45 days because it required more research. After 45 days, then I received a letter that acknowledged the error on their part, but would not state that I was n't late which is what I told them I needed in order to move forward with my refinance. When calling customer service they urged me to speak with their refinance department which made me suspicious that they were holding up my document to force me to stay with their company. Multiple emails and phone calls and still no resolution. After fighting this issue now for two months I have received a letter stating that the error will be updated in ninety days, so an error that was not my fault is taking six months to resolve which is costing me money I desperately need and my mortgage company refuses to provide the very simple request of a piece of paper that states I was not late on the month in question. They will and have provided letters admitting they made an error, but they refuse to provide what I need to refinance my loan. How can a mortgage company be permitted to make errors and then abuse their victims with no repercussion?
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| 06/09/2018 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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I have recieved our monthly statement on XX/XX/XXXX and noticed that there was an extra payment on there that was not made by my husband or myself. I called Citizens One Auto Finance to figure out what happened and why there was an extra payment. When talking to customer service, they informed me that the payment made was on XX/XX/XXXXonline and the card was saved to the account. At this point I asked to speak to a supervisor because I did not approve this payment. The supervisor had helped remove the card while I was on the phone with her. I had asked her what name was on the card and she informed me that it was in my name and appeared to be a debit card. While visiting with her, I had asked for the information on the card ( bank information and the rest of the card number, expiration date ) they would not give me the information because they do not have it. That was the end of the call on this date. I called back the next day and spoke with customer service supervisor again and they had already started doing the reversal payment on the card ending in XXXX ( which I am not the card holder on, nor do I have the card ). I had explained to them that I have the right to this information, especially with the card being in my name and trying to figure out if it is identity theft. I told the supervisor that the only people that have my account information should be my husband, myself and their bank. To make an online payment you need to have the following information : account number and the last 4 of your social security number.
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| 05/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We received our monthly statement from our mortgage company dated XX/XX/20. On the statement, there were 2 charges for $ XXXXea described as FAX FEE. I called their customer service number on XX/XX/2020, and due to high call volume, they let me choose a call back for XX/XX/2020. They called me back on XX/XX/2020, and I explained to them that I wasn't sure what the charges were for. The agent told me they were fees for payoffs and that I or my wife authorized them. I asked for proof that we authorized the charges and the agent said we must have called in. I told her that me nor my wife have ever called in, and never authorized those charges. I asked for them to provide me with a signed document stating that I authorized those charges and the agent told me they don't have to provide me with one. she said they would NOT waive the charges and they will remain on my account until paid. I told her I refuse to pay those charges unless they provide me with proof that I authorized them, and she said they don't have to. I then asked for contact information for their billing dispute department so I could write them a letter and the agent said " one moment '' then hung up on me. I have no other way to contact this company. I now have to wait until Monday to try calling again, only to receive a callback days later. I never signed anything with this company, they took over my mortgage from my former company. I most certainly didn't agree to any {$15.00} FAX FEE, I don't even own a fax machine. The company is Citizens One XXXX XXXX XXXX.
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| 10/31/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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On XX/XX/23 my purse was stolen from my vehicle. I filed a police report and canceled my debit and credit cards. Somehow my actual bank account wasnt closed. On XX/XX/23 I signed in to my account after receiving a phone cal from a XXXX XXXX asking if my purse was stolen because a female fled the bank in the north east corner of ct after they told her to wait a couple minutes as she was trying to cash a {$3000.00} check. and saw that there were debit memos- not sure what that is, where someone withdrew {$2500.00}, and {$2600.00} on XX/XX/23. I filed a claim on XX/XX/23 with an agent named XXXX at XXXX pm. I have been checking in on the claim with the local branch, since the XXXX number has me on hold for XXXX minutes before anyone picks up and I often have to jump off before someone answers. Today I followed up again with XXXX at XXXX Citizens bank, and she told me that citizens bank is still waiting on information from the other bank for their investigation. I called the XXXX number and spoke with an agent- after being on hold for XXXX minutes who told me that no claim was ever filed! I am not in the position to just lose {$5100.00}. I need that money to pay my bills, mortgage, and feed my kids. At this point I feel like Ive been too patient believing that Citizens bank will get my money back in my account, and I no longer believe that they will. This entire situation has been grossly mishandled and has put me in a position where Ive had to borrow money from family and had to pay late fees and interest on my credit card.
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| 04/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received my escrow analysis dated XX/XX/XXXX. There was an overage of {$3600.00}. It clearly stated that I had until XX/XX/XXXX to request the refund.
I called XXXXXXXX XXXX on XX/XX/XXXX to inquire how/to whom I should send the request. I spoke with XXXX. He instructed me to email a letter, signed by my husband, with the account number in question to " XXXX ''. I emailed the letter on XX/XX/XXXX.
I followed up on XX/XX/XXXX via phone and spoke with XXXX. He instructed me to resend the email to the same email address. I resent it.
On XX/XX/XXXX I followed up via phone and spoke with XXXX. He instructed me that no notes were taken on the last two calls. XXXX said that he was a " supervisor '' and that he would get it straightened out and a check sent.
on XX/XX/XXXX I followed up by phone and spoke with XXXX. She sent me a confirmation email that they had indeed received my email with refund request letter. She said that she would call me back with an update.
on XX/XX/XXXX I followed up via phone and spoke with XXXX. She read the notes, put me on hold several times, and then proceeded to tell me that " they needed the refund request letter by XX/XX/XXXX '' and that I would have to wait for the next escrow analysis because I had missed the deadline. I instructed her that the letter clearly states " XX/XX/XXXX '' is the deadline and that I sent it in on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and received a confirmation email of XX/XX/XXXX. I did not miss the deadline. XXXX insisted that someone would call me back.
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| 02/22/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I purchased a home in XXXX and my mortgage was transferred to Citizens Bank. Since that time, I have spent collectively more than 10 hours on hold with this company trying to get access to my mortgage and account information. First, I could not enroll in online banking and could not get information on my mortgage payments and escrow accounts. In XX/XX/XXXX, after more than three days of calling and more than 6 hours of collective hold time, I was finally able to get an online account established so that I can access certain information. However, I still can not get an answer to why my tax forms have not arrived when they were supposed to be mailed before the end of XXXX and I can not access them electronically. Each time I call, I spend more than an hour on hold before getting through to a person, who tells me they must transfer me. They will then transfer me to another hold, where I either spend an hour more on hold or where the call is dropped, i.e. they hang up on me. I can not file my taxes without this information, and I have had to miss work to make these calls as they are only available for customer service on mortgage issues between XXXX a.m. and XXXX p.m. when I also work. They are an XXXX XXXX bank and I am located in the XXXX so I can not physically visit a bank, and their only other contact options are by phone. There is no email or chat option currently available, and so I am literally without any other options to access these documents other than to call and spend hours on end listening to their hold music.
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| 03/04/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XX/XX/XXXX, I received a text from Citizens Bank ( XXXX ) stating " FROM CITIZENS BANK : For account ending in XXXX : Did you attempt a debit of {$250.00} at XXXX XXXX XXXX XX/XX/XXXX? REPLY YES/NO/HELP '' I responded " NO '', and immediately called Citizens Bank. I spoke to a representative, and was told I received the text by mistake. I requested to speak to a manager, and the manager told me the same. When I asked the manager how I could trust Citizens Bank when I was receiving the wrong texts related to fraudulent transactions, she put me on hold. When I was placed on hold, I received a call from Citizens Bank ( XXXX, badge XXXX ), who explained that the fraudulent transaction was, in fact, attempted, but blocked. He also found another fraudulent transaction in process. XXXX did a great job.
However, it should be noted and reviewed that the other representatives 1 ). did not know what they were doing, 2 ). told me that I received the text from Citizens bank by mistake, and 3 ). provided no useful information to resolve the issue. If I did not speak to XXXX, I would have had additional money stolen from my account due to their poor training and bad customer service. The calls are recorded, and should be reviewed.
Overall, the customer service of Citizens bank has declined. They are clearly not appropriately staffed to handle their clientele given the amount of time you need to wait to speak to a customer service representative ( the wait is normally never below 10 minutes ), and the staff is not properly trained.
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| 04/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was approved for a loan modification in XX/XX/XXXX ( due to XXXX related income deficit ), and was approached by a lawyer to sign the paperwork, however I had a question about the proposed plan and I attempted to be in touch with the bank however the only option was through calling XXXX number and was provided with a generic answer and advised to wait for a call back from the senior team, which never occurred. The deadline had passed before I was able to sign due to unclarity on the offer, and while was reassured by the customer service I will be contacted by a senior officer from the bank, which never occurred so I had to call the XXXX number again and was instructed to file a new application which I did however that application was declined in XXXX ( after waiting for 6 months ), so applied again in XXXX and was just informed it was declined in XX/XX/XXXX. I am only asking the plan that was approved in XX/XX/XXXX being considered, but again tried calling the bank and was bouncing around by the XXXX number agents, and despite asking for a supervisor to call many time they have not called except for one time XX/XX/XXXX when they asked me to apply again. I am attaching a copy of the bank 's letters for each of those responses. The repeated miscommunications from the customer service team of the bank with no physical branches has been very challenging, and added a significant additional burden throughout this very stressful process without knowing the fate for our only residence, and while enduring financial difficulty.
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| 09/09/2022 |
Yes |
- Checking or savings account
- Savings account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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In XX/XX/2022, I opened a new Checking and Savings account with Citizens Bank using a targeted promotional offer. The terms of the Savings account bonus were to earn a {$300.00} Savings bonus, you must open your first new personal savings account on the same date as a new checking account and make deposits totaling {$200.00} into the new savings account every month for 3 consecutive months. A total of {$600.00} must be on deposit in the new savings account until the end of the bonus period. I deposited {$200.00} for three consecutive months and maintained that balance through XX/XX/XXXX, which is when the bonus should have been paid. I did not receive the bonus and contacted Citizens Bank customer service on XX/XX/2022 to inquire. They informed me that because I opened the account in XXXX, I had to deposit in XXXX instead of XXXX. I don't recall seeing this specified anywhere in the terms of the offer despite their explanation. They also would not provide me with a written copy of these terms when asked. The only timetable on the offer I received stated a deadline for the deposits based on account opening date and a date for the bonus to be paid, not that the deposits must start in XXXX as opposed to XXXX. At best, this is a misleading attempt to avoid paying the {$300.00} welcome bonus. As a new customer, it is extremely frustrating to have kept my money on deposit in this new savings account with Citizens Bank for several months with the expectation of receiving this welcome bonus, and then being given the runaround.
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| 09/21/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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XX/XX/2023 I received a letter from the bank, stating they deny that an unauthorized ATM withdrawal occurred twice in the amount of XXXX it happened in XXXX and then it happened in XXXX the one in XXXX I was actually sitting in front of the banker. He was actually looking at my account and I was asking him a bunch of questions on why the first one was disputed when I left I looked at my account and saw another XXXX was taken out in XXXX XXXX Nevada at the same ATM but the banker fail to even say anything to me about it, and I went back in, and its denied again I reside in the state of Pennsylvania, I just had my spine fused together. I have not been in XXXX XXXX for XXXX years and then I had a different bank so it has nothing to do with that. Also, theres a bunch of other charges that XXXX found they asked me for my IMEI number and XXXX went down a list and said this is not you this is not you you did not send this you did not send that all from the IMEI they were able to figure it out, but green dot who deals with XXXX Pay denied it so now I have to go to citizens Bank alone, filing this complain about and dispute. Are these transactions also this is the second time that Ive had a big issue with this bank the last time I received a letter from the chief of operations and they credited my account the {$3000.00} but it took them XXXX months and me complaining to different agencies I am fed up they still have yet to even change my bank account number. All they do is keep giving me new debit cards this is not acceptable.
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| 08/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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In reference to Citizens - When the balloon rider mortgage matured in 2021, we were sent the paperwork for a modification. I submitted the paperwork XXXX separate times - once by mail, twice by certified mail, and once through their online solutions center ( I have the certified mail receipts and photos of the documents submitted online ). Every time we tried to follow up we got the same reply- we don't have your paperwork or we can't find your paperwork. I would have no problem continuing to pay the mortgage and would have, but now I can not access the online system any more. Every time I try to search my loan number it says " not found ''. I have received a letter stating that all future questions should go to their attorney, but nothing has been filed for foreclosure yet. They also sent a letter showing that there are now {$6200.00} worth of past payments and fees due. I would happily pay that if they would add it to the loan amount and spread it out over time. I don't have enough for a lump sum payment right now. I am a XXXX XXXX living on one income and I have done so for the past XXXX years. My main mortgage has always been up to date and this one was too, until it matured and I couldn't submit payments any more. I can not afford to live anywhere else. Anything available to rent is double my current mortgage and I could never afford that on my own. I have been a XXXX for XXXX years and have worked in my current position for XXXX years. I have stable income and a secure job ( I am tenured ), but get paid monthly.
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| 07/19/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Fees charged for closing account
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Web |
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In XX/XX/2022 I closed my checking account at CitizensBank. I went into a branch and spoke with the teller on how I was leaving Citizens. She cleared out my account and handed me my money, and told me that my account was now closed. I did my due diligence by checking my online banking, and the account disappeared out of my app. I actually kept the app on my phone for periodically checking, and the account was gone without a trace. Months later I received a call from CitizensBank stating that I was - {$350.00}. I was confused because I closed the account with a teller in person. She told me I had a charge go through so the account had opened back up and then the overdraft fees piled up. I told her that I was refusing to pay because I closed out my account and she said she would get it figured out. Ive asked in the meantime, if they would report to credit because we are going for a construction loan and she promised me they would only report to XXXX at the most. I never heard back from anyone until I just received a collections notice from a law office. I am very frustrated because I did all I could to have my account closed and there was no reason that should have been opened up again. Never mind being reported to be collections agency after she told me that it would not be sent to my credit report.
I have read article - Consumer Financial Protection Circular XXXX Reopening deposit accounts that consumers previously closed -And believe this is exactly what happened to me. Please help if possible. Thank you so much.
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| 11/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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On XX/XX/XXXX my Florida home at XXXX XXXX XXXX XXXX XXXX XXXX sustained substantial damage from hurricane Ian. On XX/XX/XXXX, I was issued a first check from my homeowners insurance company for {$56000.00}, XXXX XXXX XXXX Co. The check was made out to myself, my wife and my mortgage company, Citizens Bank. I was told by Citizens bank to have me and my wife endorse the check and send it to them at Citizens XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens gave me a claim number # XXXX. Their phone number is XXXX. I also sent them the loss report that was sent to me with the check. Citizens Bank has refused to give me back any of the money ( {$56000.00} ) because they say that there are missing pages from the loss report. I am enclosing a letter from the Claims XXXX at XXXX XXXX XXXX company where he explains that XXXX XXXX XXXX is not permitted to send the entire report because most of it contains personal information from the insurance company. I sent this letter and email to Citizens Bank. I talked to Citizens Bank today ( XX/XX/XXXX ) and they still refuse to send me any of my money back until they see the entire insurance company report. I can not start repairs to my home until I get this money. My home needs a new roof and the XXXX will not start until he receives the amount of money that was given to me by the insurance company for the new roof. I am still paying my mortgage payments to Citizens bank although my home has sustained much damage. Can you please help me with this situation. Thank you very much!
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| 07/07/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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I closed my account with Citizens on XXXX XXXX. I kept receiving eNotiication alerts after account closing so I called Citizens on XXXX XXXX. They relayed that my XXXX XXXX had a recurring payment and they had to re-open my account. The customer service rep said they will send a check and get the account closed. I asked them to send me a letter in writing that account was closed. I immediately updated my payment method on XXXX XXXX. On XX/XX/XXXX and XX/XX/XXXX, I received letters from Citizens for change of address.
I received a letter on XXXX XXXX ( letter dated XXXX XXXX ) from Citizens that I have an overdrawn amount of {$3.00} and I need to pay it to close the account. I called Citizens on XXXX XXXX regarding this and they conveyed that a service charge was added because no deposits were made and the amount has now increased. They are unwilling to resolve this because of system limitations.
Issues : 1. I willing closed my account and ended my relationship with Citizens on XXXX XXXX XXXX. After finding out in XXXX that a transaction was made, I rectified the payment method and have an email from the card that my payment method was updated in XX/XX/XXXX. Citizens shouldn't be charging service fees if they never obtained my consent about re-opening the account and for all intents and purpose I had closed the account and was conveyed the same ( yet again ) on XXXX XXXX XXXX. They are going to keep charging me the service fee unless I deposit money or settle which are not fair options given the account closure.
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| 08/04/2016 |
Yes |
- Bank account or service
- Checking account
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- Using a debit or ATM card
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Web |
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I was accessed a {$39.00} dollar fee on XXXX/XXXX/16 " Fee Overdraft ( XXXX At {$39.00} ) |eNotice - {$39.00} ( with a balance of {$510.00} ) that I did not understand as balances on either side of that date, as listed in my online acct page, were above the amount required. I went into a branch and though, cust. service women could not say and instead called " someone in back '' as " they see things in a different way '' quote. Say what? I thought our online view was actually what was happening in real time and the whole point of it.
The charge the " backroom '' people stated overdrafted my acct. was due to a co. that was given my debit card info. by another co. by the name of XXXX that I had to use in order to book a campsite reservation. I read ALL notes and forms and alerts and info for that site which was super convoluted and packed with choices and dropdowns and mandatory responses about camping and personal info. & payments etc. What came later was lots of spam from this other co. called ACTIVE XXXX XXXX XXXX XXXX, Texas XXXX Their charge showed up DBT Purchase XXXX Tx XXXX ( 3 ) weeks after the camping was long over and is a membership I never signed up for and never opted out of because I never read their spam mail in the first place. I did all the research myself. I thought maybe would have had a little more help from the bank. She stated that it seemed legit or from a swiped card and that since the co. listed a phone it was probably not a result of illegal usage but it actually WAS!
Best, Thanks!
XXXX
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| 08/27/2015 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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Citizens Bank charged extortionately disproportionate overdraft fees when I overdrew the account by {$4.00}. Some of the fees were inconsistent with the policy. This is the chronology of events:XXXX overdraft of $ XXXX overdraft fee ( {$35.00} ) & lt ; = should have been waived by " overdraft pass '' XXXXXXXX overdraft fee ( {$6.00} ) & lt ; = fee starts too XXXX overdraft fee ( {$6.00} ) & lt ; = XXXX business day ( when sustained fees may start ) XXXX overdraft notice receivedXXXXXXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) XXXX payment initiated at other XXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) There is an " Overdraft Pass '' feature, which states : '' If you overdraw your account with a transaction of {$5.00} or less we will not charge an Overdraft Fee. '' ( XXXX ) So the fee for {$35.00} should not have been charged. Also note that the daily fees started a day sooner than in the terms : " If your account remains overdrawn for 3 or more consecutive business days, on day 4 we will start to charge a Sustained Overdraft Fee of {$6.00} per day for each day it remains overdrawn ''. In my case the daily fees began on the third day, not the fourth. Also note that in the end XXXX more fees accumulated /after/ I sent a deposit to make the account positive. For XXXX of those days the money was in limbo, absent from both accounts.
In the end I was charged {$90.00} for an overdraw of {$4.00}. That 's a staggering 2,261.7 %.
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| 07/12/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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( 1 ) Here the important facts : a. I was not informed of the intricate details on expiration of pricing quote. Not even once.
b. Instead, the loan officer representing Citizens Bank informed me, that the bank is working towards waiving off the 1 percentage point even in XX/XX/2023. Provided screenshots of text messages for your reference.
( 2 ) The Loan Officer never told me that the request of waiving off 1 percentage was denied. And had assured till the last moment of closing, that the 1 percentage point will be reimbursed. Also, on the day of closing the Loan Officer created a huge confusion regarding my loan amount. He is not reachable at all for any questions and clarifications, and it was a nightmare for us to complete our closing formalities.
( 3 ) The Office of the Chairman is lying and hiding the facts, providing false statements about my complaint stating that the Loan Officer communicated to us, that the case was denied.
( 4 ) This gross misrepresentation of the facts had caused a huge financial loss for me. I would expect that it is fair for the bank to take the responsibility and reimburse.
The Loan Officer never told me that the request of waiving off 1 percentage was denied. And had assured till the last moment of closing, that the 1 percentage point will be reimbursed. Also, on the day of closing the Loan Officer created a huge confusion regarding my loan amount. He is not reachable at all, for any questions and clarifications and it was a nightmare for us to complete our closing formalities.
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| 01/27/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Taking out the loan or lease
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Web |
Older American |
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I applied for the XXXX update every year program at an XXXX. XXXX did a credit check through Citizens One Loans Personal who did not approve request for the following reasons : GARNISHMENT, ATTACHMENT, FORECLOSURE, REPOSSESSION, JUDGEMENT, OR COLLECTION on my XXXX Credit Report. None of the above actions have ever been taken against me nor is any of this information on my XXXX credit report.
I attempted to resolve this issue with the bank directly but was told to file a dispute with XXXX. But as it was not on my XXXX report I was unable to dispute this statement. After contacting this Citizens One Personal Loans about 5 times I discovered they had used the wrong date of birth. Citizens One claims the social security information was correct but the DOB they used was XXXX/XXXX/XXXX. My correct birthdate is XXXX/XXXX/XXXX.
I requested the negative credit check be deleted from my credit history as it was based on incorrect information. Citizens One refuses to do so and has advised me to contact XXXX but XXXX states the credit check is based on factual information.
Citizens Bank has admitted to using an incorrect birthdate and this leaves me at a loss as to how to proceed.
Citizens One Personal Loans does the credit checks for XXXX but thus far XXXX has not responded to my complaint either. I have filed a complaint with CFPB already and they too are working on this. As this is a complaint about a retail credit loan I am also filing a complaint with you regarding the XXXX XXXX XXXX and their credit check procedures.
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| 04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am trying to sublet an apartment that is part of a co-op. I found a sublet who wanted to move in XX/XX/2021. The co-op board requires a " letter of consent to sublet '' from the mortgage lender. In order to start the process I called my mortgage lender on XX/XX/2021. They told me to send them a fax with my loan number which I did immediately. They them sent me a questionnaire ( see attached document ) through the mail which I received on XX/XX/XXXX. The letter also asked for other documents that had to be provided. I am unsure why they could tell me that I would need those documents when I contacted them on XX/XX/XXXX as I lost valuable time getting them from the co-op board. I finally got all the documents and send them to the bank directly by email to speed up the process and impressed on them the time sensitive aspect of this matter ( see attached email correspondence ). I then sent multiple emails asking for updates and it is now XX/XX/XXXX and my point of contact at the bank is telling me she is just now starting to look at the documents and is unsure if she'll be able to send them via email instead of by mail which would take another few days.
So in conclusion I started a process 7 WEEKS ago to get a simple document from my mortgage lender in order to be able to sublet my apartment. Due to their negligence and extremely slow process I have been unable to start the lease as expected and I am losing considerable rent revenue and I am at risk of losing the renter as well which would set me back even more.
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| 08/03/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened a One Deposit Checking account with Citizens Bank on XX/XX/2022. Upon opening my account, I funded my account with {$500.00} from an external checking account and received a username and password for online access to my Citizens account. I tried logging on and got an error. I called customer service and they said the error is because my account is too new and to try again tomorrow. The next day, same error. I call customer service again and they say to try again tomorrow. The following day, still the same error. At this point, customer service is telling me theyre having system wide problems that should resolve in the coming days. At this point, I can tell theyre lying to me just so they can punt the problem to the next customer service representative. I ask to speak to the manager and get put on hold for 40 minutes to no end. The next day, I decide to just call to transfer the {$500.00} back to my external account and close the Citizens checking account. The customer representative tells me the only way to make such a transfer is either with an online account or in a branch. Still, my online account doesnt work due to the aforementioned error. I told them I dont have time in my schedule to travel to god-knows-where their branch is to make this transfer so they can finally close my account and end this fiasco. They tell me theres nothing they can do. So now my money is stuck with Citizens and they wont allow me to transfer it out. My online account doesnt work. And they wont transfer it over the phone.
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| 03/02/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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I am the owner of an HELOC with Citizen 's Bank. On my XX/XX/XXXX Statement, there was a variance of {$380.00} from my " Previous Total Balance '' to my " New Total Balance ''. I wrote to the company at the address provided for " Correspondence, Error Resolution & Information Requests ''. No one wrote back to me. On XX/XX/XXXX, I called the customer Service line - as the " error '' was no carrying over for the fourth statement in a row ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & now XX/XX/XXXX ).
When I spoke with the representative I was told that the variance was comprised of {$350.00} " Prepayment Penalty Fee '' and a {$34.00} " recording fee ''. At that on the XX/XX/XXXX statement I would now see that the statement wording had now been changed from " Total New Balance '' to " New Payoff Balance ''. While I was able to confirm that there is a {$350.00} prepayment penalty in my loan documents, but I am concerned that I am now paying interest on the an correct principle amount.
The documents are not clean and easy to understand. Additionally, XXXX XXXX customers ( I am assuming I am not the only one ) were not alerted in writing when this " change '' occurred on their statement. It did not sound like this was the first time that the customer service rep was answering this type of question. I was also not provide with any proof as to why I am paying a {$34.00} " recording fee '' for something that hasn't happened. Also, I can not find a reference to the {$34.00} recording fee in my loan documents.
Thank you.
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| 01/16/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Problem when making payments
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Web |
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I bought two XXXX phones in XXXX, XXXX and my loans were financed by Citizens Bank , NA for the amount of {$33.00} on each loan every month.
On XX/XX/XXXX I was having difficulty logging on to one of my loans because I thought each loan had it's own log in, and contacted Citizens Bank to ask how to process a payment for each account. I was told by the representative to make the two payments for both loans on the main page.
The representative failed to explain to me that each loan had it's own page under the same log in. So I processed two payments of {$33.00} on that date and both payments were processed for only one account ( ending on XXXX ), leaving the second account ( ending on XXXX ) with a past due payment.
I immediately contacted Citizens Bank again and was told that I needed to wait until the payments were processed to have one of the payments that were processed twice to be reversed and then I would be able to apply to the correct loan.
On XX/XX/XXXX I contacted Citizens Bank again and was informed that a request for payment reversal would be put and a credit in the amount of {$33.00} would be posted back to my bank account and then I could make the payment to the correct loan.
Today is XX/XX/XXXX and no credit has posted to my bank account from Citizens Bank. I contacted Citizens Bank several times on the past several days and they keep informing me that a credit should post to my bank account soon, but I am still waiting and every time I call, they say the same thing and offer no resolution.
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| 10/19/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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Hello ; My bank Citizens bank account, I have paid over {$2500.00} in overdraft checking fees this year as of XX/XX/XXXX. I shut off the overdraft option as of XX/XX/XXXX. Suddenly I receive a letter from Citizens notifying me last 12 months I had overdraft fees. Obviously, prior to shutting off the overdraft option I know I had OD fees. Appears to be that since Citizens isn't getting the $ 200-300 in overdraft fees monthly they used to auto deduct from my account since opting out.I now receive a letter stating I can " opt-in '', take from savings or get a line of credit. The line of credit would have been beneficial for years to me. I have banked at CB for 5+ years. CB never approved me for a line of credit to cover overdrafts but would gladly take in 3 years probably 3-4k just in overdraft fees. This is on an account that is a direct deposit. On a direct deposit for a certain time period, at a certain amount, people should be eligible for the line of credit so that instead of OD fees they're only paying $ 20-40 a month for a line of credit for any overdrafts monthly. Instead the bank is continuing to prey on low income people. Why is it I can afford to pay $ 2000-3500.00 in overdraft fees but I'm not worthy of a {$500.00} a month line of credit to cover only my checking account? I've paid at minimum {$130.00} a month and up to {$500.00} in OD fees when I opted in, for years. All of a sudden I opt out, my account is a positive balance and now I have choices? The US banking system preys on low income people.
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| 12/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We had major damage to our home from a storm that came through. Our home owners insurance covered all the damage to the property. When the insurance company sends checks for the damage, they also have the mortgage company listed on them. Citizens One appears to have smooth process that should go quickly to send them the check from the insurance company, the paperwork from insurance with the damage claim, the invoices from contractors who have done the work. We had done all of these items. Citizens One Mortgage said they release the initial {$40000.00} without an inspection but with invoices. We had invoices totallying over {$40000.00} submitted. The check was for {$42000.00}. We never saw the {$40000.00} released and sent back to us. The inspection was scheduled for XXXX XXXX. We spoke to the inspector. He came took photos and submitted his findings. Fast forward weeks to XX/XX/XXXX when we call once again, and they say they haven't gotten the inspection reports. However, the {$40000.00} should have been released prior to any of that because they said they were releasing it. It's XXXX XXXX and we still have not seen any of the funds released back to us. Citizen One said the check will be overnighted. Our contractors are waiting to be paid. The roof damage that was invoiced at $ XXXX was FINISHED by XX/XX/XXXX. I have been lied to, led to believe things were getting taken care of on the end of the Mortgage company so that we in turn could pay our contractor, yet here we are months later and still no payment.
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| 06/17/2020 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Servicemember |
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On XX/XX/XXXX a transaction for {$240.00} from Tickets Jurassic park through XXXX and a transaction of {$38.00} through XXXX ( insurance for tickets ) was posted to my account. Both of these transactions were authorized and legitimate. The event was since cancelled due to Covid -19 and XXXX XXXX stated that the funds would be credited to my account within 30 days, and they never were. On XX/XX/XXXX I called Citizens Bank to file a dispute for these transactions and on XX/XX/XXXX i was issued a provisional credit of {$280.00}.
On XX/XX/XXXX I received a letter in the mail stating that i never completed additional paperwork needed and that my provisional credit would be reversed on XX/XX/XXXX. I contacted the call center XXXX on XX/XX/XXXX to inform them that i never received any additional paperwork and if they could please send again i would be happy to complete and forward. I have still not received this paperwork. They stated that i should be receiving a call from their Electronic Banking Department, but I never did. On XX/XX/XXXX after the provisional credit was reversed i called their XXXX again and requested the additional paperwork and was told that i would receive a phone call from their Electronic Banking Department within 24 hours and to look for a XXXX phone # to call. I have yet to receive a phone call.
As of XX/XX/XXXX, i have not received a phone call from Citizens Bank 's Electronic Banking Department, i have not received any additional paperwork and my provisional credit has been reversed.
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| 04/11/2019 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
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- Trouble using the card
- Trouble using the card to spend money in a store or online
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Web |
Servicemember |
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My wife XXXX XXXX in XX/XX/XXXX, I discovered in her papers a VISA gift card in the amount of {$100.00} that expired XX/XX/XXXX. I contacted the name of the financial institution on the back of the card XXXX XXXX XXXX. nka XXXX XXXX. In the first call I was directed to take the card to a branch of the bank because this was as good as cash. I had to search for the nearest branch as the agent on the phone did not have access to that information. I searched online and discovered that the nearest branch is in XXXX. I live in XXXX. I called back to see if there was a way to handle this transaction by mail. The next agent advised that the card expired and the funds were no longer available. I asked for an address so that I could make claim or complaint in writing. The agent put me on hold to find an address and I was disconnected. I understand the the fine print on the back of the card states " The monthly administration fee of {$2.00} will be waived for 12 months. On the 13th month following activation the {$2.00} fee will be deducted from the balance of the card, except where prohibited by law. This is fundamentally wrong. What cost of administration. The bank is, at a minimum, earning interest on this money. The individual who purchased this card paid an administration fee up front when the card was activated. I am filing the complaint because the {$100.00} is not significant unless one considers the amount of money the bank accumulates from " expired gift cards. If anything the bank should be paying interest.
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| 10/12/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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This complaint is in regards to overdraft fees associated with an RBS Citizens Bank checking account. I have already tried coming to a resolution directly with RBS Citizens Bank, but was unable to resolve the issue.
I have previously confirmed directly with RBS Citizens Bank phone representatives and multiple bank tellers that RBS Citizens Bank 's checking account overdraft policy is that if any account becomes overdrawn on a business day, as long as the account holder makes a deposit or transfer into the overdrawn account by/or before XXXX EST on the day the account became overdrawn, an overdraft fee would not be charged.
After reviewing my account statements, there are a total of 12 overdraft fees, at {$35.00} each, that RBS Citizens Bank has assessed to this checking account.
All 12 of these fees were charged on transactions that overdrew the checking account, but the account balance was brought into a positive balance, by a deposit being made, prior to XXXX XXXX on the day of the overdraft.
By Citizens Bank 's overdraft policy, there should not have been {$35.00} overdraft fees assessed for these transactions.
I have attempted numerous times to resolve this with RBS Citizens Bank phone support representatives. Their standard reply is that they can not reverse overdraft fees. I have replied that I am not looking for a valid overdraft fee to be reversed, that the fees were not correctly assessed by RBS Citizens Bank. Unfortunately, I have been unable to resolve it directly with RBS Citizens Bank.
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| 11/11/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
- Payment process
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Web |
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The amount of interest due does not take into consideration the principal amount that was paid during that month. When payments are made during the month towards principal, the interest due should be applied as a portion to the actual interest and remaining to the principal. I have had XXXX with XXXX XXXX and they follow this practice. Here Citizens Bank is taking advantage of the customer and making a profit from illegal practice.
Payment due amount is calculated based on the outstanding amount. But outstanding amounts vary throughout the month due to the incremental number of payments made towards the principal.
In the XXXX statement issued on XXXX, Principal balance - {$200000.00} Minimum amount due - {$1300.00} Payment due date XX/XX/2023 Total payments made between XX/XX/XXXX and XX/XX/XXXX - {$78000.00} Total advance - {$17000.00} When Citizens applied the interest of {$1300.00}, the outstanding amount in the account had substantially reduced by amount of {$61000.00}. This is almost a 30 % reduction. But Citizens applied the full amount to the interest without splitting between interest due and principal.
To be clear, interest {$1300.00} can not be considered as the right amount ( due to the payments ). In this case, the interest should be calculated while applying the payment and the remaining amount should be applied to the outstanding principal. Again, XXXX XXXX and other banks do follow this practice and Citizens is ignoring this component of calculation thus taking advantage of the customer.
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| 10/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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Citizens Bank grossly miscalculated my required escrow balance for the past year which caused me to suffer severe financial distress. My mortgage payment increased by XXXX XXXX because they stated that I had a shortage in my account. I called them to clarify last year and I was told that I had to pay taxes in arrears because my property had just been assessed by the tax assessor. When I looked at my escrow statement for this up coming year, Citizens Bank stated they owed me a {$11000.00} surplus for the overpayment of escrow. They grossly miscalculated the City tax I had to pay and have never provided me with my City real estate tax statement. They estimated that I had a shortage of over {$7000.00} and also would have to pay approximately XXXX XXXX in City property tax in future years. Their error was because they failed to consider the XXXX tax abatement that I had due. When I applied for the loan, I asked the loan XXXX repeatedly to provide me with a realistic estimate of the property taxes and he constantly gave me the runaround and also said he was unsure if I would qualify for the XXXX. I also have concerns about the income tax implications from Citizen Bank 's error.
Citizens Bank has caused me severe emotional distress during the loan application process and now from miscalculating the escrow. I had trouble all year keeping up with paying bills and incurred significant credit card debt because of the unnecessary financial burden that this bank placed upon me. They need to be held accountable!
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| 01/20/2021 |
Yes |
- Checking or savings account
- Other banking product or service
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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I signed up for a XXXX XXXX {$600.00} promotion online in XX/XX/2020. The offer said you get {$300.00} when you open a new checking account and direct deposit {$500.00} or more within the first 60 days. The first part of this offer I completed on XX/XX/XXXX by submitting {$600.00} direct deposit from my employer. The second part of the offer claimed you get an additional {$200.00} bonus when you open a new savings account and keep a balance of {$15000.00} for 3 months. This was completed on XX/XX/XXXX. When completing both offers, you get an additional {$100.00} for a total of {$600.00} with a payout date of XX/XX/XXXX.
Come the payout date, I wasn't provided the bonus. I opened a case with support through their website. They initially said I didn't qualify for the bonus because a direct deposit wasn't made within the time period specified. This was incorrect and I provided them details about the direct deposit my employer made within the first 30 days of account opening. I opened a second case and now they are telling me I don't qualify because the checking account was closed. I wasn't provided any notifications, emails, phone calls, letters in the mail, or anything regarding my checking account being closed or in bad standing.
Banking support was a pain to work with. I was hung up on after waiting 30 minutes on hold to get some support about this issue. I took to the messaging system which would just not work at all on some days. Unfortunately, it was a bad experience overall and a waste of time.
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| 05/19/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/XXXX, I reported a number of fraudulent withdrawals from my Citizens Bank accounts ( checking and savings ). When I received confirmation letters from the fraud division, three claims were missing. I called and re-reported these claims in XX/XX/XXXX. Most of the claims, all of which were ACH, were repaid, but the bank denied two claims ( a check on XX/XX/XXXX in the amount of {$1000.00} and on XX/XX/XXXX in the amount of {$300.00}, both of which were clearly fraudulent ). They claimed that the denials were because my reported claims were untimely, but they repaid some older claims. And the first time I reported the claims on XX/XX/XXXX, the XXXX was was within 60 days and the XXXX was just outside of it. If you looked at the checked ( one written by and to XXXX XXXX and one by and to XXXX XXXX with my name nowhere on them ), they are clearly fraudulent. The bank failed to use even a modicum of proper care, good faith, and due diligence in care of my accounts.
Even more, I have spent many hours on the phone with representatives of the bank and the fraud division and have been given conflicting and false information. One person at the fraud division on or about XX/XX/XXXX told me that I had to call the branch for the denied claim. I called the branch and the person I talked to told me they have nothing to do with fraud claims, and he believed the person just wanted to get me off the line.
I have been a customer for decades. Even with low expectations for a commercial bank, I'm disappointed.
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| 01/27/2017 |
Yes |
- Bank account or service
- Checking account
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Web |
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I deposited a refund check from my daughters school via my online mobile banking App. The check was made available a few days later and I paid a few bills and did XXXX transfers to my kids checking account. Later that same morning there was an extended hold placed on the check which caused an overdraft of over {$600.00}. I called the bank to find out why the hold was placed and they said they were having a problem verifying funds with the issuing bank. I called the issuing bank and was able to get through to them to verify funds and explained to them what the issue was and they told me all my bank had to do was call the same number I did. I waited a few days and then contacted the school which put me in touch with the finance office of the company where the check was drawn. They informed me that the check has cleared and has already been paid to my Bank. I called the bank back and they are unwilling to release the funds and said that they are still trying to verify funds. I have deposited XXXX of these same refund checks drawn on the same bank since XX/XX/XXXX and have never had a problem. I feel that this is just another way for Citizens bank to get fees from me, the check has already been paid and I would like my funds released immediately. I have not been able to buy gas, food or pay any bills and I am extremely angry. They have placed a hold on my account until XX/XX/XXXX which I think is outrageous. If this mater is n't resolved I plan on going to the media and filing a law suit against the bank.
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| 04/06/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Citizens Bank has just falsified information, which in their enclosed response letter they said, " Please be advised, Citizens is required to furnish accurate information to the credit bureaus. '' Citizens noted that I gave them a card that was expired. This statement is entirely false. I would never do that, and it is not in my nature. I do not practice fraudulent behavior ( my credit report reports can prove that ). Instead, The XXXX representative entered the wrong expiration date, so the payments were not going through. I have bank statements from that credit card company ( XXXX, which I provided ) showing XXXX charged me every month since opening the account. However, the payments did not go through for Citizens Bank because their expiration date on file was incorrect.
Also, the messages they claim to have sent were automated monthly text messages containing NO account details. I still get the same message to this date ; " Citizens Pay : For more information on your Citizens Pay Line of Credit for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' I uploaded those pictures. Then when you click on the link, it takes you to the sign-in page and then to the home page. There is no indication that my account was delinquent, and I have NEVER been late on a payment for any of my accounts. My credit history can prove that as well.
Therefore, once again, this is not my fault. This business is fraudulent and impossible to deal with, and they have no remorse and can't even admit that it was Citizen 's fault. ]
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| 05/30/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
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Web |
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I saw an online promotion to open a checking account and receive a {$300.00} sign-up bonus for direct depositing {$500.00} within the first 60 days. I clicked the link in the promotion to make the account, and filled out the application. After doing this, I was unable to see the account when logging into Citizen 's, even a few days later. I went into the branch to check the status, and they told me the account didn't get opened, and opened one for me in the branch.
Around 2 weeks later, I logged into Citizen 's and saw I now had 2 accounts. The original account did end up getting opened. I went into the branch and asked them to confirm that the account was setup correctly to receive the terms of the online promotion. They told me that it was not coded to receive the promotion. Instead, they sent me information about a different person 's account ( my husband 's ).
I asked them to fix the account, but they refused. They said I should fulfill the terms of the offer, wait to see if the account was credited, and if it wasn't, then they would consider next steps. There is no reason to believe it would be credited, given they explicitly told me it was not coded to be credited. It seemed they wanted me to create the account and deposit money without honoring the offer terms.
They also suggested I can close the account and reopen it. However, the promotion clearly states that only the first account is eligible, so doing what they suggested would have invalidated me from being able to fulfill the terms.
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| 10/31/2021 |
Yes |
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- Trouble during payment process
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Web |
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Citizens Bank, company. has misled for over a year as to cancellation of Escrow Account first they stated that MHP did not allow it. Then they insisted it could only be done if a Appraisal was done and paid for by myself which I did. There was also the plain untruth told that Mass housing partnership stated this could not be done ( escrow removed ) which MHP stated was untrue. This is not regular and normal for all usually you just fill out the Escrow Cancellation agreement, pay a fee and it is removed but they have treated me differently from others. Now they have the Appraisal and have stated that they could not accept the Appraisal and gave no reason why. They had me pay for an Appraisal was was unnecessary to get Escrow removed but serves a purpose to get PMI removed and are now refusing to do so go figure.
They have put me through hoops and cost me to double l that they stated no insisted need to be done to get Escrow Removed! Now The Appraisal which show an Appraised value of {$360000.00} on a loan owed {$250000.00} or less to date, Refusal to remove PMI stated in writing with docs sent for Escrow cancellation on XX/XX/2021 via online Portal with no reason attached which is violation of PMI cancellation rules for all. This Appraised value means that PMI and must be removed due to the 20 percent home Equity meaning that PMI should be removed at this time. Now they are denying Home Appraisal in violation of law on removal of PMI for all. Insurance premiums paid by myself from beginning to now.
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| 04/08/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Older American |
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Citizens One bank continual problems and they delegate the blame and responsibilities to persons replying with NON relevant information and misleading information their inability to explain their own actions or inactions ... NOW I made a liump principle payment YESTERDAY via Electronic bank transfer.. their website took the payment and gave this reference number s-XXXX. today a full day later I checked my account just now and it shows NO payment at all from yesterday.. this bank is NOT crediting payments properly or timely more proof how they ripp off extra interest.. as of this writing my account shows no payment yesterday and it was electronic should have been immediate but this bank drags its feet when it decides to credit payments so they can collect extra interest for extra days THATS FRAUD and EXTORTION ... as said before this bank misleads clients as well the garbage they sent me had nothing to do with my actual payments and indicated I was paying more interest than I should be and now I have more proof because they arent even crediting immediate payments on the same day even.. they are bilking the public and you know a few dollars to millions of people adds up every month doesnt it ... ask this bank. My account I checked today doesnt even show yesterdays payment anywhere on my account page so answer me this how did they generate that confirmation number?? and never bothered to credit the account when the payment was actually made???? I think they continue to do this for extra interest monies
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| 02/22/2020 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Company closed your account
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Web |
Servicemember |
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On XX/XX/XXXX, I opened a checking account at Citizens Bank as part of a bonus offer mailed to my home of residence. Per the bonus requirements, I changed my direct deposit to the new checking account in the amount of {$500.00}. This would qualify for a {$300.00} bonus.
On XX/XX/XXXX, I was unable to log into my bank account online. I reached to Citizen Bank customer support via phone and was told my account has been closed. The support representative was not able to provide a reason why it was closed and told me I will be receiving a letter detailing the reason of closure. Furthermore, numerous attempts were made local branches to acquire this letter but were met with the same fruitless responses stating to wait for the closing letter.
To present day, I still have not been received any formal notification or letter in regards to why the account was closed, thus effectively denying the checking account bonus offer solicited by Citizens Bank. The action and practices by Citizens Bank should be deem malicious and predatory, as their attempts to collect my personal information and cajole me to direct {$500.00} from my employer direct deposit that only serves to benefit themselves.
Additionally, Citizens Bank continues to send me the same exact checking bonus offer to further solicit my direct deposit funds to their bank. Brazenly enough, this Bank has even went as far to off entice me with a personal loan offer for them to pull my credit report information and deny any terms of the offer agreement.
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| 05/11/2021 |
Yes |
- Student loan
- Private student loan
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- Getting a loan
- Problem with signing the paperwork
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Web |
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On, XX/XX/2021, I submitted my application to CitizensBank. In their advertisement, they stated that the process would be stress free, instead it has become a nightmare, after they conducted a hard pull on my credit. They asked me to submit my paystubs, which I did and stated the sources of my income. I provided authenticated proof from the employer [ letter ] and on XX/XX/2021, they sent me a follow-up email stating that the documents I submitted [ which by the way are actual documents from the XXXX XXXX XXXX Department of Education ]. I uploaded per their request as they authenticate the sources of income. Again, on XX/XX/2021, the refused the authenticated documents that I submitted and are now asking for my all my W2s. I find the process as having me jumping through hoops rather than addressing the authenticated documents sent from my employers. I am filling this complaint since under the ECOA, it is unlawful for a lender to discriminate on a prohibited basis in any aspect of a credit transaction, and under both the ECOA. Under one these laws, a lender may not, because of a prohibited factor : Fail to provide information or services or provide different information or services regarding any aspect of the lending process, including credit availability, application procedures, or lending standards.
Discourage or selectively encourage applicants with respect to inquiries about or applications for credit.
Refuse to extend credit or use different standards in determining whether to extend credit.
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| 06/28/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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What are the odds of you being a XXXX couple that owns XXXX XXXX owned businesses and your bank freezes your funds because of fraud or cant a verify funds from local banks?
My wife received a small grant from the city of XXXX for her XXXX XXXX for XXXX and she is told by citizens bank that the signature is fraudulent and they will hold this check 19 days to ensure its good. And then that same couple sells their house for XXXX, deposit the proceeds into their account and are told the exact same thing from the back representatives. I go to the bank and discloses the odds of flagging every big check deposited by these minorities without them being targeted. My wife and I, XXXX XXXX, have been harassed by Citizens bank repeatedly because we have large legitimate deposits. This last causes a problem in that we sold our house and we need the money to make a tiny homes purchase. At this time we do not have our home nor do we have our money that we have verified via attorney at a LOCAL bank.
Why is my wife and I being targeted by citizens bank whom also declined every grant we have applied for our business. XXXX XXXX and XXXX XXXX XXXX XXXX.
We are left with no choice but to pursue relief from being targeted based in our ethnicity. We will be contacting the Consumer Financial Protection Bureau ( CFPB ) as well as our civil rights office that our companies are consistently targeted by your bank end dept and are told we are somehow fraud, forged signature or cant be verified, or money isnt there lies.
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| 08/19/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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TO XXXX XXXX THE XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, I AM HOLDING YOU RESPONSIBLE FOR DAMAGES IN WHICH YOU HAVE CAUSE AND FOR VIOLATING MY RIGHTS FOR NOT REMOVING THESE FALSE INAACURATE INQURIES THAT HAVE BEEN PLACED ON MY CONSUMER CREDIT FILE BY YOUR COMPANY ... .15 U.S. Code 1681b - Permissible purposes of consumer reports ( 2 ) In accordance with the written instructions of the consumer to whom it relates.
( 3 ) To a person which it has reason to believe ( A ) intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer ... ..I NEVER DID NO BUISNESS WITH YOUR COMPANY ... 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In general Any person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ; or ( B ) in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater ; REMEMBER MR.XXXX I GAVE YOU AN OPPURTUNITY TO REMOVE THIS FALSE INQUIRY AND YOU DECLINED ...
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| 08/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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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.
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| 09/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/XXXX we had a conversation with XXXX in the recovery department. She discussed a loan account that fell under the bankruptcy law. We told her that we filed bankruptcy and it was discharged XX/XX/XXXX. She still tried to help us make a payment. When we called to make our loan payment of XXXX we were transferred to her and she took the payment. Our regular payment bounced because she sent a payment through of XXXX on XX/XX/XXXX which is the entire loan amount. When we tried to get the issue resolved by the department supervisor and a manager we were told that the issue was going to be resolved. Two days later it posted again. On Saturday I had to get help from the credit union ( a stop payment ). I have assessed fees for that and the returned payment. The supervisor told me that he wasn't sure why our credit union let the payment go through if there weren't funds available. They also sent us a check in the amount of XXXX which we returned. Yesterday I got a letter stating they tried to take the funds again and we need to submit a payment because there was a stop payment on that amount. They are still going by bankruptcy information from XXXX. I was told by XXXX today who also refused to let me speak to XXXX XXXX who I was advised to speak to directly. This has to stop because we don't have that amount for them to take. This letter also shows that they violated the bankruptcy law because the date they last made contact was in XXXX well before the limit of the bankruptcy law would have ended.
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| 10/06/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Title loan
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- Charged fees or interest you didn't expect
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Web |
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On XX/XX/XXXX, I paid {$500.00} to Citizens Bank for my vehicle loan. On XX/XX/XXXX, I requested a deferment due to COVID. The deferment was approved for XXXX, XXXX, and XX/XX/XXXX. In XX/XX/XXXX, I requested a 2nd deferment due to the pandemic still in effect. The XX/XX/XXXX deferment was implemented to cover XXXX, XXXX and XXXX. I returned the signed paperwork on XX/XX/XXXX, via email. I received an alert from XXXX XXXX at the end of XX/XX/XXXX that I was 60 days late on my auto loan and when I called to investigate, CITIZENS BANK could not locate my XX/XX/XXXX signature. I re-forwarded proof of the XX/XX/XXXX signature and confirmation email from XXXX that my signature was submitted. They opened a case and I filed a dispute with Citizens Bank and XXXX.
On XX/XX/XXXX, I received another deferment form to sign. I signed, but the form did not indicate that it was a retroactive signature for the XX/XX/XXXX signed form that they did not process. They sent me a confirmation letter, correcting the XX/XX/XXXX days late on my account to " 0 DAYS LATE '' and further reported to the credit bureaus that I was on time. There is still a late fee on my account as of today, XX/XX/XXXX. When I inquired about the late fee, CITIZENS BANK indicates that it is still a legitimate charge and all the corrections they applied to my account are a courtesy to me, although it is an error on their part for failing to process my paperwork in a timely manner. This is my fourth/fifth time disputing the same information.
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| 12/29/2019 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened a One Deposit checking account online with Citizens Bank on XX/XX/XXXX with a sign up bonus of {$300.00} to be deposited after one direct deposit of {$500.00} or more. Direct deposits of {$500.00} each were made on XX/XX/XXXX and XX/XX/XXXX, as well as additional transactions and activity such as withdrawals and transfers that were made through the end of XXXX. I withdrew the balance of the account, as another direct deposit was due to hit the account in less than 2 weeks. In that short time, my account was inexplicably closed. I received no notification, correspondence, or warning. I then called the corporate customer service line, who informed me they did not know why my account was closed and were confused that there was no reason indicated for the closure. All they were able to deduce was that it was not due to collections, which I already knew as I never had a negative balance. They suggested going into a branch to further investigate. I went into the branch at XXXX XXXX XXXX, XXXX, PA XXXX on XX/XX/XXXX and spoke with XXXX. At first, he was just as confused as the corporate customer service, as he could not see any reason as to why my account would be closed. After calling supervisors and corporate phone assistance, he told me that it was closed due to inactivity on XX/XX/XXXX. I argued that I had already met the requirements for the bonus and an account should not be closed due to less that 2 weeks of inactivity but he was unable or unwilling to do anything to remedy the issue.
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| 02/01/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Public record information inaccurate
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Web |
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In XXXX I filed for bankruptcy.In Early XX/XX/XXXX, I disputed the bankruptcy on all credit reports to have it removed because of the 10 year is over.XXXX sent me the results from the dispute confirmation # XXXX stating " The disputed item is not currently reporting on the XXXX credit file.Public Record : Bankruptcy '' .On XX/XX/XXXX, I received a personal loan offer via US Mail from Citizens Bank loan offer up to 50,000.00.On XX/XX/XXXX, I applied online for the Citizens Bank offer for XXXX, pulling a soft credit pull.After applying online, I was denied approval.Minutes later, I received a Quote decision via email stating " you did not meet minimum credit score '' .The quote Decision listed my credit score at XXXX.I decided to call the number listed on the Citizens bank quote Decision and spoke to XXXX XXXX XXXX ) at XXXX on XXXX.She asked for my SSN number to look up information.XXXX stated to me that my credit score is XXXX and to be considered for a loan, it should be at least 700 or more.I also asked XXXX, what does the Derogatory public record or collection mean.XXXX stated it generally means bankruptcy.After that conversation, I logged onto XXXX at XXXX.As soon as I logged on, the first page shows credit score of XXXX ( good ) and was updated on XXXX.After looking at that page, I clicked on to public records and it still shows Bankruptcy.Because of XXXX not removing the Bankruptcy, I was denied credit/loan.Also, Because of the difference in credit scores, I was denied credit/loan.
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| 12/09/2015 |
Yes |
- Bank account or service
- Checking account
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Web |
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My Citizens Bank account ( XXXX ) was compromised by a hacker. Whoever it was attempted to access my accountant. The problem was discovered, when I attempted to log in through my mobile app. The XXXX asked me to contact my bank because I was locked. In a previous phone with XXXX, I was informed that someone attempted to hack my account because the log-in location did not match my usual login pattern. They immediately escalate the incident. Citizens Bank, however, did not investigate as promised but instead they reset my password but I was still unable to log-in. During all my frustration, I transferred funds from my business account to personal account which is a separate ID. In the confusion I transferred it funds to the wrong account. I attempted to log into account after the password was reset from my mobile app and I was locked out again. Yesterday, I came in I did not get a chance to check my account. This morning the confusion of the deposit was discovered as a result my bank is charging me {$35.00}. I try to explain that my account was hacked, but my security question prevented any withdrawals. My bank refused to refund my XXXX and tried the entire incident as my error. I am still unable to use my mobile app and XXXX had reset my password again. The only way I can access my personal account is via a PC. Until I call this morning, my treated the attempted hacking as a user error, instead of, changing my user ID. I need my funds back because I am stressed and on high alert. Please help.
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| 01/14/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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I have had many issues with Overdraft fees that I have to pay at my bank, although many neighbors don't get charged fees at the same bank. I was therefore thrilled to find the XXXX XXXX. It advances me up to {$75.00} per pay period, which I've utilized to avoid magic math at citizens bank. This morning at XXXX XXXX, all weekend transactions had gone through, according to the Citizens app. But I was at a negative {$3.00}.
Fortunately, I have the XXXX XXXX. I asked and XXXX sent me {$75.00}. But my account stayed in the red at - {$3.00}.
I telephoned Citizens Customer Service at once. The agent nicely looked over my account and says, " you had over {$500.00} when that {$75.00} hit this morning. '' I explained that I have screen shots to the contrary. I explained that I would have no reason to ask for the {$75.00} from an app if I still had {$500.00} in my account. I explained that items paid on XX/XX/19 are now showing as being paid on XX/XX/19. I explained that I have the date, time and confirmation numbers of said transactions. I really felt like he finally understood. And then he hung up on me. I would like to assume we were disconnected, but no one returned my call. Citizens owes me {$71.00} Also, while searching my account, I see I was charged over {$1000.00} in overdraft fees last year. Since I know people who have overdraft more than I but weren't penalized by Citizens Bank, I'd like to start a clean slate with my bank in XX/XX/2019 and accept the balance of what they owe me as well.
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| 09/02/2023 |
Yes |
- Checking or savings account
- Savings account
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- Closing an account
- Can't close your account
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Web |
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Dear CFPB, I am writing to file a formal complaint regarding my recent experience with Citizens Bank while attempting to close my online savings account and obtain a 1099 for the year XXXX. My issue stems from a wasted afternoon spent trying to get through to the correct person to complete this process.
On XX/XX/XXXX, I made multiple calls to Citizens Bank 's customer service. Each time, I endured lengthy wait times of over 30 minutes, only to be placed on hold again for another 30 minutes or longer. The frustrating part of this experience was that on two occasions, I was fortunate enough to connect with a representative, but the calls were abruptly disconnected before I could resolve the matter.
This prolonged and unproductive process not only wasted a significant amount of my time but also caused undue frustration and inconvenience. I have made diligent efforts to close my online savings account, but the bank 's customer service has not been able to provide the necessary assistance.
I kindly request your intervention to help expedite the closure of my online savings account with Citizens Bank and to address the issue of excessively long wait times and disconnected calls experienced during this process.
I have documented my attempts to resolve this issue, including dates and times of phone calls and any interactions I had with Citizens Bank 's customer service.
Thank you for your attention to this matter, and I hope for a prompt resolution to my concerns.
Sincerely, XXXX XXXX XXXX
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| 09/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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So in XX/XX/XXXX I requested a payoff amount for my vehicle and when It was given to me, I paid it. I was told by citizen one that its been paid in full and that they will send the title via mail. A couple months later I havent received the title so I called and come to find out the address they sent it to was not the current one so we then proceeded to change it to the current one. In XX/XX/XXXX I still have not received the title and on top of that received a delinquent notice on my credit report. I did some research and found that the delinquency was from citizens one. When I called in I was told that they gave me the wrong pay off amount and that there was a {$17.00} balance that they have been trying to collect. I didnt receive any mail from them because again they had an old address even after I tried changing it the last time I spoke with them. So the supervisor said if I paid the {$17.00} and some late fees that they will fix the delinquency on my credit because it was their fault they gave me the wrong payoff amount and that they didnt change my address when I last spoke with them. A few weeks after that phone call I received a signed document that allowed me to request a duplicate title from the XXXX. Fast forward to XXXX I checked my credit report and I see that the delinquent reports from citizen one is still there. I called in on XX/XX/XXXX to see what was going on and they told me they dont know and that because the account was closed they dont have any notes on the account.
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| 07/23/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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This is a follow-up to a prior report on overdraft fees generated by Citizens Bank 's failure to credit my account with a {$3000.00} credit to an affiliated account. The bank was made aware in early XXXX of the issue of a vendor refunding me {$3000.00} to an account that had been charged off, and has been promises ever since to track down the money and issue me a check. I experienced three broken promises from the local branch to issue me a check and have it to me by the following week, all through XXXX and early XXXX. Their failure to send it -- once due to a " computer glitch, '' other times due to never having gotten around to it, caused me to generate over {$1000.00} in overdraft charges.
Last Friday, I received a call from the office of the chairman with an attempt to rectify the problem with a refund of roughly 1/4 of the overdraft charges and a commitment to track down the status of my {$3000.00} and get me an update " within two business days. '' One week later, I have received no update, no check, and no returned calls after leaving two voicemails. Meanwhile, my funds are dwindling once again, and the situation feels specifically like the bank is continuing to intentionally slow-walk and withhold resolution to returning my money in order to cause me to generate further overdraft fees. This is theft, plain and simple. It does not take two months to track down and return a credit made to the wrong account. This is negligence at best and possibly criminal, and certainly predatory.
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| 12/27/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Shopping for a loan or lease
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Web |
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I applied for a personal loan with " Citizens One Personal Loan '', during the process I was never asked if I was US citizen or permanent resident, once the loan was " almost complete '', as I have an excellent credit score, they asked me for a copy of my social security number that clearly says " valid for work only '', after providing the document they denied the loan.
When i call the bank and I asked for a copy of the application where I was asked to confirm that I was us permanent resident or US citizen they denied to send a copy, the bank mentioned that I accepted the terms of the application and that they will not provide a copy of the document.
When I asked for the terms of the application over the phone, they read them over mentioning that they required " A valid Social Security Number '' as read from the application, when asked the bank representative to clarify where in the application " a valid social security number '' was explained, they said that there was not definition in the application for a " valid social security number '' and neither in the document but they understood it, when I asked why this was not requested to be clear during the process, there was not a clear answer.
I requested them to remove the hard inquire due to this faulty process which they denied, when as asked for a copy of the application where I could see clearly that I choose any of the requirements " US Citizen or permanent resident '' they denied to provide a copy of the document or support.
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| 08/26/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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I have been engaged in ongoing communication with Citizens Bank in relation to their online banking services, with particular emphasis on their mobile application designed for the management of debit cards. Regrettably, I have observed an apparent malfunction in the functionality of the " Manage Debit Card '' feature within the mobile application. Despite my efforts to address this concern, I have been in correspondence with their IT Department without resolution.
This issue came to my attention approximately one week ago, precisely on XX/XX/XXXX. The persisting inability to rectify this matter has led me to a point of frustration. Furthermore, it has come to my notice that their online banking services intermittently experience outages during the course of the day. However, I wish to emphasize that my primary concern revolves around the malfunctioning mobile application 's inability to facilitate the crucial " freeze '' and " unfreeze '' functions for my debit card. This functionality is pivotal, as it enables me to exercise control over the security of my finances without the necessity of resorting to the toll-free customer service line.
It is pertinent to mention that this issue is manifesting across both XXXX and XXXX platforms, thereby making it platform-agnostic. I would appreciate a prompt and comprehensive resolution to this matter, as it directly impacts my ability to manage and safeguard my financial assets effectively. Your attention to this concern is greatly appreciated.
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| 09/20/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On Saturday, XX/XX/XXXX, XXXX XXXX XXXX XXXX, my in-law, attempted to deposit three ( 3 ) paycheck stubs to a Citizens Bank ATM XXXX The ATM accepted two ( 2 ) of the three ( 3 ) checks. Subsequently, XXXX XXXX XXXX XXXX, his son, XXXX XXXX XXXX, and I telephoned the Citizens Bank phone number on the back of his checking accounts debit card. The polite and courteous staff advised us that : we would need to wait three ( 3 ) business days to witness the posting of the transactions as the deposited checks were in pending mode.
At that time report the matter again.
no supervisors were available to override the Citizens Banks databases unduly restrictive policy of waiting for transactions to post before taking action.
I corresponded via email to the Citizens Banks CEO and Board Chair, XXXX XXXX XXXX to alert him to the inconvenience. I requested an immediate response for Monday, XX/XX/XXXX, the first workday since the ATM transaction failure. My electronic letter was to avoid our considerable inconvenience to : wait for Wednesday XX/XX/XXXX at an hour available to reassemble XXXX XXXX XXXX XXXX, his son and myself dial and protract time for a telephone agent to present themselves on the line request a translator for XXXX XXXX XXXX XXXX authenticate the account with XXXX XXXX XXXX XXXX proceed with the complaint to : request adjustment to the third ( 3rd ) check fee to deposit as over XXXX dollars not three ( 3 ) cents as the receipt shows.
Ensure that Citizens Bank fixed the local ATM
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| 12/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Citizens One Auto Finance is reporting negative information in a form of late payments to the consumer reporting agencies ( XXXX, XXXX, XXXX ) in reference to me as the consumer. Pursuant to 15 USC 1681s-2 ( a ) ( 7 ) ( E ), no federal law under the Fair Credit Reporting Act requires a financial institution to furnish negative information about a consumer to a consumer reporting agency. As a financial institution, as defined under the Gramm Leach Bliley Act Citizens One Auto Finance failed to perform their obligation to respect and protect my privacy. Citizens One Auto Finance failed to provide me an adequate opt out notice and Ive NEVER granted Citizens One Auto Finance any lawful consent to disclose my nonpublic personal information to any nonaffiliated third party pursuant to 12 CFR 1016.7. By willfully reporting negative information to the consumer reporting agencies WITHOUT MY CONSENT constitutes as a form of punishment to defame my character. Citizens One Auto Finance actions are identified under 18 USC 894 for knowingly participating in any way, or conspiring to do so, by using extortionate means to punish me as the consumer. Having expressed these federal violations Navient breaking under the Fair Credit Reporting Act, Truth in Lending Act and Gramm Leach Bliley Act, I am demanding Navient to CEASE AND DESIST these illegal actions. Pursuant to 12 CFR 1016.7 ( g ) Citizens One Auto Finance is required to comply with this opt out notice upon receipt and comply with the follow
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| 07/02/2021 |
Yes |
- Credit card or prepaid card
- Store credit card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
Servicemember |
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XXXX - and other retailers - offer a service called XXXXXXXX XXXX XXXX in which the consumer can apply and obtain credit ( via a hard credit report inquiry ) and purchase a new XXXX XXXX XXXX ( or another model ) plus an All Access game pass for a monthly fee for 24 months. The credit is provided through Citizens One - perhaps a subsidiary of Citizens Bank. The intermediate third-party shipper is XXXX.
I purchased this service on XX/XX/XXXX and the shipping date was XX/XX/XXXX. XX/XX/XXXX came and went. I have received zero updates on the shipping date, even after multiple inquiries with XXXX and CitizenOne. In fact, when I call XXXX, they tell me to call CitizenOne. When I call CitizenOne, they say call XXXX. Guess what XXXX says when I call? Call CitizenOne or 'the retailer '.
These three organizations, together, received my personal financial information, my social security number, and performed a hard inquiry on my credit report. Surely, the line of credit will also be reported on my credit report - yet, they have apparently zero obligation or feel no responsibility to provide any meaningful way to update a customer on their own failure to stick to the terms of the deal. Any business should have a method for a customer to resolve disputes, especially when the good faith credit of the customer is at stake. Instead, these three companies point the fingers at each other and intentionally obfuscate and frustrate any attempt to get information regarding how to resolve a dispute.
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| 08/18/2015 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Don't agree with fees charged
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Web |
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My name is XXXX XXXX. XXXX held XXXX student loans of mine, XXXX part with the Dept of Ed and the other part commercial loans. I consolidated my loans with a new plan offered by Citizens Bank, and managed by XXXX XXXX, XXXX.
Despite me giving Citizens Bank the proper XXXX addresses to send payoff checks to XXXX, they sent all the funds to the Department of Education, an error they have acknowledged. The time to correct this issue was lengthy, roughly 4 weeks. My first payment was due to XXXX XXXX on XXXX. However, Citizens Bank had not completed the corrective action to receive excess funds from Dept of Ed, and write new check to XXXX commercial side.
XXXX put my loan in an administrative forbearance to allow more time to finish the payoff process with XXXX. However, I asked them to assist me with the interest accruing on my new loan, and they refused! In spite of their acknowledged error, and the fact that I was still making payment to XXXX. My customer service rep at Citizens Bank, XXXX XXXX, remarked to me on the phone that he believed I should n't have to pay the accrued interest, as did the customer service rep from XXXX XXXX that we had a conference call with.
The new loan amount is {$45000.00}, when the note was for {$44000.00}, a difference of {$330.00}. This is unfair and I think the DoE should be aware of this given this is a new consolidation product being offered and not only are they making mistakes with large amounts of money, but they are now abusing consumers.
|
| 07/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
Servicemember |
|
Citizens Bank opened a fraudulent line of credit in my name that is negatively affecting my credit score. Apparently, this account should have been for my father, but they somehow got my personal information for it. The account and all contact information is for my parents down in California. I did not know about the account until I ran my credit for a home loan in XXXX. At that time I contacted citizens bank and informed them that I did not open an account with them. The conversation lead me to believe that the issue would be resolved. In XXXX of 2023, I saw that the issue was still not resolved, and the account is still showing on my credit score and causing significant negative impact. I spoke with citizens bank again, this time with my mother on the line who had initiated the contact with them. She explained that this was an error when setting up service where my information was entered instead of my father 's and the liability on the account should be on her and my father. Citizen 's bank again indicated that they would resolve the issue. They did not. I spoke with them a third time today after being put on hold numerous times and disconnected twice. They still have not resolved the issue. They are well aware that I did not open this account and that I should not have any responsibility for it, but refuse to make corrections on their end.
I do not know what information they entered, I have never received a bill or card, so I can not provide a billing address or card number.
|
| 03/29/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
|
|
I was shopping for a new car and my credit was pulled without my authorization.
I ask the companies to prove that I authorized a credit inquiry and request that it notify the major credit bureaus. which has not happened, so I then disputed the credit bureaus, and all items are still appearing on my credit report.
XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXXXXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXXXXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXXXXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXXXXXX HARD XXXX XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD XXXX XX/XX/XXXX XXXX XXXX XXXX Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX 2021
|
| 05/17/2022 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Impersonated attorney, law enforcement, or government official
|
|
Web |
|
|
I XXXX XXXX the natural person and consumer as defined by the FDCPA 15 USC 1692 ( a ) ( 3 ) who is submitting this complaint on my own behalf there is no third party involved. XXXX XXXX XXXX XXXX XXXX XXXX have invaded my right to privacy by sending a letter received on or about XX/XX/2022 which was dated XX/XX/2022 stating that the consumer owes a debt. XXXX is a debt collector as defined by the FDCPA 15 USC 1692a ( 6 ) and has violated the FDCPA. The receipt of this communication was at a very inconvenient time and was an attempt to harass me to coerce a payment of an alleged obligation by way of intended misrepresentation. The receipt of such document is misleading and it appears to be from an attorney which is a violation of 15 usc 1692 ( e ) ( 3 ). Pursuant 15 USC 1692 ( c ) ( a ) I have never given this company my direct consent to contact me or to have my personal information.This is a huge invasion of my right privacy. It is clear that this company has violated the FDCPA and intentionally attempting to deceive I the consumer. This is an alleged obligation. Farther more this company has no rights to collect any amount. UCC 9-109 clearly states such action is prohibited being that this account was transferred for the sole purpose of collecting only and XXXX is a debt collector. I do not give you permission to take any legal action against me. The attached exhibit was mailed to this company on XX/XX/2022 and delivered by USPS certified mail which was picked up on XX/XX/2022.
|
| 03/22/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
On XX/XX/XXXX I called Citizens bank to change the auto-debit checking account number associated with my payments ( I recently moved from a XXXX XXXX checking account to one with XXXX XXXX XXXX XXXX ). During this call the representative instructed me to setup an new account with their online payment portal linked through their website. After completing this setup the representative confirmed I was good to go and payment would now be deducted from my new checking account ( with XXXX XXXX XXXX XXXX ). On XX/XX/XXXX my payment, {$540.00} was deducted from both my XXXX XXXX and my XXXX checking accounts and both payment appeared on my loan account with Citizens Bank. As I was on vacation I was unable to call until XX/XX/XXXX when they told me I had to wait until Tuesday to even file the claim and then it would take 7-10 business days for the claim to go through and them to MAIL me a check, this is after they insisted that the transfer was not an auto debit despite me not ever logging into my account or calling them since the XX/XX/XXXX call.
Citizens Bank took {$540.00} from a checking account they no longer had a right to access and insist that they can take weeks to refund the money, this is unacceptable as I was expecting that money to be present in that account. I escalated to a manager but they insist they are unable to do more, to date all I have received notice of is that the claim has been filed, this is at 4 days post notice and 15 days since the unauthorized transaction.
|
| 09/25/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
At the time of our application XXXX XX/XX/2020 ) were told the minimum credit score requirements for loan approval were XXXX. As we went through the application process, required repairs had to be made in order for the loan to be considered and approved. Since we were planning on utilizing funds from the XXXX to complete those repairs we had to use alternative financing ( credit cards ). After many delays due to supply chain issue 's because of COVID repairs were finally completed, we notified our loan officer XXXX XXXX 2020 ) and we were able to continue the loan request process. We received conditional approval XXXX XX/XX/2020 ). The home was then appraised, we received notification the XXXX was in final review and we would be contacted shortly to schedule a closing. I was notified at midnight by email that we no longer qualified because of credit score had fallen ( due to high credit card utilization ) below the new requirement of XXXX. We were 100 % misled the entire time.
At NO TIME were notified of the new requirements or even contacted that the second credit pull would be completed. Had we been given the information of the new credit score requirement we could have made different financial decision to avoid this unfair outcome.
We contacted CITIZENS and requested an exception. The request was sent to the manager, it has been over a week since the request and they are now no longer communicating with us, we can not get anyone to return our calls or respond to emails.
|
| 01/31/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
|
|
On XX/XX/2019 I made two payments from my checking account to my personal line of credit that is issued by the same financial institution. Two payments : 1 being the regular current due payment of {$200.00}, and the other an additional principle payment of {$100.00}. Both made on the same day one after the other. Both payments had been withdrawn from my checking but only the additional principle payment had posted to the personal loan. I have since called Citizens bank 3 more times to rectify the situation. First was on XX/XX/XXXX, for which I was on the line with the bank for 45 minutes at that time received a confirmation number that the problem would be fixed.
I consistently checked my account on line and still had not been fixed so I called back on XX/XX/2019 and was assured it would be fixed and I would receive a phone call by Citizens bank the following Tuesday or Wednesday confirming the funds of my regular payment of {$200.00} would hit the personal loan. Still no payment as of Thursday XX/XX/XXXX and now I have received a past due notice in the mail stating I still owe {$42.00} and being charged a late fee. I am on hold with Citizen bank now waiting for a supervisor and have been on hold for 20min. They keep claiming that this is waiting for review from " BACK OFFICE ''. I am not sure why I have to wait for them to post a payment that is clearly seen as being withdrawn from my checking account long before actual payment was due. Both accounts are with the same bank.
|
| 09/28/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
XX/XX/XXXX granted mortgage modification, began payments XX/XX/XXXX to Citizen 's One, have made all payments thru XX/XX/XXXX, XX/XX/XXXX payment being held in escrow.
From XX/XX/XXXX to date, receive monthly statement showing account is delinquent, no payments made.
Calls to customer service regularly ( will supply phone records upon request ), responses from Citizen 's One : " we see the problem, it is being remedied, '' " this is a large institution, these things take time. '' XX/XX/XXXX, Citizen 's One website updated and displayed account as being one month behind, called again to Citizen 's One asking this to be remedied, were told they would work on it and it should be all set shortly.
XX/XX/XXXX- served foreclosure papers, and no longer able to make monthly mortgage payment, hence the escrow account mentioned above.
XX/XX/XXXX supplied documentation of all bank statements and canceled checks ( attached ) from XX/XX/XXXX through XX/XX/XXXX to Citizen 's One and the law firm of XXXX, XXXX, XXXX XXXX, XXXX, RI.
Have been told by Citizen 's One the package has been received but they do not know who has it. No contact to date from law firm regarding documents provided.
XXXXXX/XX/XXXX- in the process of seeking own counsel.
Unfair practices by Citizen 's One include : failure to apply payments correctly, falsely placing property in foreclosure.
Damages to homeowner : incorrect XXXX tax documentation, home in foreclosure, seeking own counsel to protect home.
|
| 08/19/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
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?
|
| 10/04/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
1. On XXXX XXXX, XXXX I closed a Citizens Bank account, taking the proceeds in the form of a ( Citizens ) bank check. The amount of the check was {$1000.00}.
2. On XXXX XXXX, XXXX I deposit this check into my ( another ) Citizens Bank account. This check was promptly returned to me as unpayable stating the reason as " refer to maker '' ( the maker being Citizens Bank ). After numerous inquires and a variety of answers, I was informed Citizens Bank had escheated the check to the XXXX of Pennsylvania.
3. On XXXX XXXX, XXXX, with the help of a Citizens Bank representative, an investigation request was sent to the XXXX Pennsylvania.
4. The PA XXXX has informed me that they did not this receive the escheated check ( or proceeds thereof ).
5. On XXXX XXXX, XXXX I again contacted Citizens Bank requesting a paper trail, or any documentation showing the check had been escheated to Pennsylvania. The Citizens Bank representative essentially told me she could not obtain any such documentation, and basically there was nothing further Citizens Bank could do to help me resolve this missing check problem.
6. So as it stands now, Citizens Bank is saying they escheated the check to Pennsylvania, and Pennsylvania has no record of the check. It appears that Citizens Bank is now washing their hands of the issue, and refuses to provide any additional assistance.
7. It is my contention that Citizens Bank has the obligation to provide the documentation to track the whereabouts of this check.
|
| 06/15/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Citizens bought our loan in XXXX. I have paid all of our payments on time or early. I was paying {$500.00} biweekly.
In XXXX of XXXX this became an issue with Citizens even though I was about {$3000.00} ahead on our payments. They stated, among other things that we could not pay ahead and that we owed money due to placing an escrow on our account- even though we submitted documents that we did not owe any money as we were paying our taxes and insurance ourselves.
In XX/XX/XXXX, Citizens started returning our checks- I sent them back to them with a letter stating they were to be applied to our account and that the situation needed to be resolved.
In XX/XX/XXXX, Citizens stopped allowing our bank to send payments to them ( they were automatic ).
In XX/XX/XXXX, I had to send Citizens attorneys {$11000.00} to prevent my home from being sold/foreclosed on.
I felt this would create a fresh start, but in XXXX of XXXX we started getting the same letters. This time I have kept very specific records of my conversations with them. I have stopped paying ahead on our mortgage to prevent issues, but once again, there are issues.
In XXXX of XXXX, I was notified that Citizens had sold our loan to XXXX. They are now pursuing collections on us due to the file submitted to them.
We are about to loose our home, our credit is destroyed, and my husband may loose a job opportunity due to our credit ( due solely to Citizens ).
We want our account corrected and our credit restored.
|
| 09/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I filed two complaints one because my ATM card came up missing my cell phone someone change my pen access my money my ATM this bank is lying theyve already sent me a letter saying theyre not giving me the money back that they did research and determined that somehow while I was in the XXXX that it was me that did this over an hour and a half away from my home in a city that I dont regularly go to you I did drive there to figure out where it was at and how far it was from my home but once again furthermore proves this bank is crooked openly lied to you guys and said theyre still working on the keys when they sent me a letter over two weeks ago stating the case was closed and I wouldnt be receiving any funds back from them Im currently going through evictions because the money came up missing and I was unable to repay it this bank does not care about its customers theyre greedy disgusting and morally reprehensible I cant believe they openly just lie to you guys as well ask them for dates in the letters that they sent me so they can prove that theyre liars I received a letter the last week of the XXXX stating they werent going to help me and now theyre lying you guys stating 45 more days that will put it over 60 calendar days almost 180 disgusting practices I just want my money back I want my money for opening my account and starting Direct deposit They need to be held accountable and be made to follow through with their promises that look for loopholes to XXXX over customers
|
| 02/22/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
|
|
My loan started XX/XX/XXXX with first monthly payment of {$49.00} due XX/XX/XXXX. That Automatic payment was deducted from my checking account XX/XX/XXXX ( # XXXX ), XX/XX/XXXX the second {$49.00} payment was deducted from my account as agreed ( # XXXX ), XX/XX/XXXX the third payment of {$49.00} ( # XXXX ) was deducted as agreed.
BUT on XX/XX/XXXX a {$600.00} payment was deducted from one of my accounts. I have no idea why or how and had the bank reverse it.
In XX/XX/XXXX, instead of deducting the contract agreed amount of {$49.00} from my account, you tried to deduct {$640.00} which the bank reversed. From then on, this account has been a mess.
I had my bank send a check for {$120.00} ( check XXXX ) that cleared my bank on XX/XX/XXXX which should show me ahead on my payments, yet you show I am still behind PLUS when I have tried to talk to someone about this in your customer service department, I am told I am past due. I also see that instead of the AGREED per our contract of 0 % for 12 months and 29.99 % for the remaining 12 months. You are showing, per a conversation with one of your customer service people. That my account is now at 29.99 % before the XX/XX/XXXX date on the contract and all my statements.
Nobody in the customer service could explain why all this has happened nor will they clear up my account.
I am sending what I believe is the payoff amount, original loan minus payments made. I do want to clean this up and get rid of this albatross around my neck.
|
| 10/20/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
Company : Citizen 's Bank Date : XX/XX/XXXX Incident : Citizen 's Bank closed my checking account on XX/XX/XXXX of 2019. The closure of this account left me unable to pay my bills, and even resulted in XXXX of my personal loans going into collections. They did not give me a reason for the account closure other than a personal deposit agreement that was mailed to me. Citizen 's Bank claims that I signed this agreement, but has not provided any documentation of my signature to verify this information.
According to the Citizen 's Bank Personal Deposit Account Agreement : " We may close an account at any time, without prior notice, such as where we, in our sole discretion, note any unusual or excessive patterns or activities including, without limitation, the use of the account in an illicit, exploitative, or abusive manner. '' I did not take part in unusual or excessive patterns of behavior. I did not use my account in an illicit, exploitative, or abusive manner. All of the representatives that knew me at Citizen 's Bank knew that I would regularly deposit cash and wire money to buy cryptocurrency, such as XXXX for personal investment. I used my account to do this from late 2018 until the closure of my account. Citizen 's Bank sent me a letter that my account was suspended during a period of when I was on vacation and unable to reply to them.
Citizen 's Bank also claims that they made attempts to call me, but they have not shown any evidence that they tried to contact me.
|
| 04/21/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
In late XXXX an exercise bike from XXXX showed up at my door. I did not order this bike, and I started getting text notices then written notices from Citizens Bank/Citizens XXXX about a balance owed in the amount of {$1200.00}.
I have contacted Citizens regarding this matter, stating that I did NOT open a line of credit with their organization. I have four credit cards with more than {$80000.00} in available credit. I wouldn't need a line of credit. Citizens has twice denied my claim of fraud and has stated that my account stands. I have not been provided with any proof that I opened a line of credit, when or how it was opened, what documentation was provided to open it. I also have been unable to speak with a representative from Citizens -- all they have given me is an email address to write to and explain my situation, which I have, but I have received mail from them twice now stating they are denying my claim of fraud.
When I contacted XXXX about receiving their bike, the customer service agent there said my account was opened using an email address that is not associated with me, and that my account was flagged as high risk of fraud. They issued a return shipping label, and the exercise bike is on its way back to that company. That's good customer service.
Citizens has not provided me with any information regarding how this situation happened, nor have they made anyone available to discuss the matter. This purchase is showing up on my credit, which is should not.
|
| 09/13/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I originally scheduled a payment for my rent to come out of my checking account on the wrong day that funds were n't available. I notified Citizens Bank 3 days before automatic withdrawals were due to come out of my account and ask them to stop the transactions. I woke up three days later in my account was negative {$800.00}. Multiple efforts were made on my part to have them reverse the charges in my account was in good standing I wanted them to close it and I opened up a new checking account. My child support payment of {$300.00} could n't be stopped from being deposited into that account and for some reason Citizens Bank could n't transfer that money because it was in a closed status and credit only status but yet a whole week later they allowed an online loan shark to withdraw over {$100.00} and another transaction for {$25.00} to come out of my account. They ca n't even tell me who the {$25.00} was given to but how they could not give me access to my funds yet have third-party vendors take money out and they 're telling me right now I ca n't do anything about it. This has to be against the law they do n't make my child support available to me to take out or to transfer to my open checking account yet they let to vendors that I do not authorize and I do n't want them to take any more money out of me to take my money and they ca n't reverse the charges now apparently they 've reversed their own mistakes too many times now and they 're Tapped Out. This ca n't be legal.
|
| 08/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
On XX/XX/XXXX, I used my Citizens card ending in XXXX on my XXXX app in error, as soon as I made the purchase I signed into another bank I have and made a transfer of {$15.00} to cover the amount the account was overdrawn by.
The XXXX transfer was made on the same day my account was overdrawn.
For some reasons Citizens bank held the funds until XX/XX/XXXX.
I attempted to contact Citizens bank via chat it kept going in circles it appears Citizens restricted my access from using chat. I used my mom and my aunts account to do a chat and they were able to communicate with Citizens via chat.
I called their service center today XX/XX/XXXX and spoke with XXXX, I educated XXXX on the error Citizens bank made and asked her to rebate the fee assessed in error.
She said this was not a bank error and that in order for me to learn the reason the online team did not post my account deposit I would need to speak with a different team. I asked to speak with her XXXX and before I could get done explaining myself she dumped me into the online banking queue, I was on hold for less than XXXX minute and so my call magically disconnected.
I also sent Citizens bank chairman group and email and no one responded. I am tired of having to reach out for external support to have Citizens bank resolve an issue, It appears they intentionally held my XXXX transfer to post it on the XXXX so a fee can be assessed.
I am tired of them using these deceptive practices to bill consumer fees.
|
| 11/14/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
|
|
To whom it may concern : I attempted to send funds through XXXX from my mobile platform with Citizens Bank on XX/XX/2022. The funds were intended to reach XXXX XXXX. On XX/XX/2022, I received communications from XXXX advising me that the funds were not deposited and that I could expect a return of funds within XXXX business days. I waited the allotted time, but my funds have not been returned.
I called my bank ( Citizens ) for information only to speak with the most insensitive XXXX gentlemen who proceeded to check and return with more ridiculous nonsense. XXXX stated it would be another XXXX days before the funds can be returned. I told him I received no communications from XXXX advising of a delay. I advised him that my funds must be returned in the promised time. He stated it was out of his hands. I requested a number for XXXX. He provided XXXX, knowing this was a fool 's errand. It is unclear why he would give me a number that could not provide any information ; I can only assume it was his natural dislike for me as a XXXX woman.
Either way, I am still not getting the answers I seek concerning funds intended for the XXXX XXXX to feed the hungry. I hope you can get to the bottom of my dilemma ; as time is running out to feed the poor and homeless, the funds were earmarked to help.
XXXX XXXX Citizens Bank Account # XXXX XXXX 's confirmation number # XXXX Please help me. My bank representative wants to play games, and time is of the essence.
Sincerely, XXXX XXXX
|
| 10/02/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
Citizens Access froze my account and placed it under review. I attempted to inquire about the expected timeframe for this review, but neither the customer representative nor the supervisor could provide me with any information.
Date : XXXX XX/XX/XXXX Action : Tried to transfer out {$25000.00}.
Received a text message " The transfer has not been processed. Please call us at XXXX '' Called to ask for information, but the customer representative " can not provide me any information ''. I was told the account was under review.
Date : XXXX XX/XX/XXXX Tried to transfer out {$8000.00} and was declined by the bank.
Date : XXXX XX/XX/XXXX Tried to transfer out {$3000.00} and was declined by the bank.
Date : XXXX XX/XX/XXXX Tried to transfer out {$5000.00} and was declined by the bank. Called again to get the timeframe on the review. The supervisor can not provide me any information regarding the amount of time or the reason why this account was under review.
My primary concerns are as follows : Lack of Transparency : I have not received any communication regarding the specific issue or violation that led to the review of my account. It is crucial for me to understand the exact reason for this review to rectify any potential issues promptly.
Delay in Account Access : The ongoing review has resulted in restricted access to my account, which has disrupted my ability to transfer fund out. I am experiencing significant inconvenience and financial impact as a result.
|
| 06/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I was on a forbearance program with Citizen Bank, which was supposed to end on XX/XX/2022. I requested a Loan Modification with them around XXXX time frame and was approved but there was a miscommunication or mistake in the payment starting date. The loan letter stated XX/XX/2022 as the repayment starting date but when I called up and ask them I was explicitly told to start XX/XX/2022. However, today ( XX/XX/2022 ) I received a call asking about the XXXX payment so I was confused and called them about it and spoke to their Loss & Mitigation and Collection departments on 4 separate occasions but nobody acknowledged the starting date as XX/XX/XXXX and insisted there is nothing they can do and wanted me to pay for the XXXX payment which I did not anticipate. I even asked to escalate the case to no avail. I was told if I don't pay for the XXXX month I will be charged a late fee and report to the credit bureau. This is absolutely outrageous as this was not the agreement. They have a recording of the conversation on the day I called up to accept the agreement which I brought up but was brushed aside. I felt I am hitting a brick wall and believed this to be a mistake on their end and now they are denying the responsibility!
The date I called to accept the Loan Modification was XX/XX/2022 from XXXX XXXX to XXXX XXXX. They have the recording as per their declaration. It should be retrieved for evidence of acceptance and payment start date prove. The number I called is XXXX.
|
| 09/25/2019 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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I noticed on Monday XX/XX/XXXX hat some payments came out and were going to cause my account to overdraft so I made a deposit to cover the amount and leave extra in the account. After the deposit, other items came in the after noon but there still was enough money to cover all the items. When I woke the next day ( Tuesday XX/XX/XXXX ) I checked my account and it showed all items cleared and a positive balance remaining. However, when I went to put gas in my car to go to work my card was declined. I checked my account and had been charged 6 overdraft fees. I called the bank and they said that the deductions had cleared before the deposit, even though all items were shown clearing on the same day. I asked when some of the items were presented to the account and though they admitted they had been presented after the deposit they could not explain why I had received the fees yet still refused to refund them. Pending deductions are immediately taken from the balance of the account but it seems as though the bank doesn't credit deposits in order to cause overdrafts and charge fees. After 6 overdraft fees ( totaling {$210.00} ) my account is overdrawn {$140.00}. When asking for an explanation, all they could tell me was " that is how the system processes ''. If a bank is going to deduct charges from an account immediately they should credit deposits as well, or only fully deduct once things " post ''. It seems predatory to take money immediately but constantly hold deposits.
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| 09/08/2021 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
Servicemember |
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On XX/XX/2021, I opened a One Deposit Checking account with Citizens Bank, through XXXX XXXX ( Branch Manager of Retail Banking ) in anticipation of using Citizens Bank for our home mortgage. We ended up using a different lender and contacted XXXX XXXX, in writing, to close our checking account and to have the funds mailed to our home address. He confirmed, in writing, that he would take care of that day. To our surprise, the account has never been closed. I reached out to XXXX XXXX, again, on XX/XX/XXXX, requesting, in writing, that the account be closed and the funds be mailed to our home address. Again, this request went unfulfilled. On XX/XX/XXXX I attempted to close the account through Citizens Bank Customer Service, who then informed me that they can't close an account over the phone when it has more than {$50.00} in it. The only way to close the account is for me to transfer the money out, wait one business day, and then call them back to close it. These types of delay tactics, where banks push the onus back onto the consumer, are precisely designed to have consumers forget and/or give up. I requested, twice, in writing for the account to be closed and provided the address to mail the funds. It is illegal to ignore these requests. I now have to go through a more onerous process to close the account. I suspect I am not the only consumer facing this type of issue with Citizens Bank, which is why I am reporting it. Thank you so much for your help with this issue.
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| 04/27/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XXXX , RBS/Citizens sol d Charter One Bank to XXXX XXXX . As a Charter/Citizens customer I was informed all accounts had been transferred to XXXX XXXX .In XXXX XXXX , I was informed by Citizens that it had retained my ( unused ) HELOC and that it was scheduled to expire in XXXX XXXX . Upon researching ( IL ) local institutions for a new HELOC, I was encouraged to review our credit report as it would effect ou r credit score which would be used to identify the interest rate we would be charged. Upon examination of my credit report, I saw that Charter/Citizens had informed credit agencies that some overdraft lines of credit were closed while not others with the transfer of the retail accounts to XXXX XXXX . I was informed by local lenders that said OPEN a ccounts would affect our credit score. I have personally contacte d Citizens on two occasions and with my personal ( XXXX XXXX ) manager also twice. Recently, Citizens informed my current XXXX XXXX manager it could do nothing unless I was sitting at her desk and I would confirm she had my authority to talk to Citizens on my behalf. We did so this a.m., afte r forty five minutes of pass-the-buck, Citizens ter minated the call. I can not be the only form er Charter One customer who 's credit report still contains such erroneous information. All that is required of Citizens, in my view, is to inform the credit agencies that ALL these accounts are closed ; and it will not do so.
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| 10/14/2021 |
Yes |
- Checking or savings account
- Checking account
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- Incorrect information on your report
- Account status incorrect
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Web |
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Around XX/XX/2021, I went into the XXXXXXXX XXXX XXXXXXXX, PA branch of citizens bank to close my checking account. The account had an overdraft line attached to it, which had already been fully paid off. I closed the account, and the teller gave me {$100.00} that was still in the account. I asked for some type of paperwork to show that the account had in fact been closed, but the branch staff said that they did not have anything they would give me, but I would get a letter from the bank verifying that the account was closed. to this date, I have received no such letter. On XX/XX/2021, I got an alert from my credit monitoring service that Citizens bank had reported me delinquent 30 days on the line of credit and that I was {$27.00} past due. This was 3 months after I closed the account. I called citizens bank 's 800 number and was routed to several people. The one who could help me assured me that that was an error, they would XXXX out the amount they said we owed, and that they would correct the credit reporting and remove the 30 day late on our reports. I asked for something in writing to be sent to me, but was told nothing could be sent. To this date, there has been no correction of our credit reports. They did report that we owe nothing on the account, but have not removed the negative reporting. Unfortunately for us, all this happened while we were looking to buy a new house and has caused the mortgage rate to go up significantly, over a full percentage point.
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| 11/02/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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I filed a complaint # XXXX, which has been closed.
I received ( 3 ) three-month forbearances due to Covid & I thought my bank had NOT extended the maturity date of my loan, but they did. I was wrong.
That fact made me realize that the payoff amount the bank says I owe is incorrect ( too high. ) On XXXX I requested an amortization showing all of my payments & how they were applied & I've received it. The maturity was extended by 11 months.
My loan started in XXXX ; it was for {$25000.00} for 15 years ( XXXX payments ) at 7.6 %. My original documents say my total payments would equal {$41000.00}. The amortization shows I've made XXXX payments which I calculate totals {$41000.00}.
The amortization shows the XXXX forbearances & XXXX skipped payments ( which I was allowed to do for a {$35.00} charge ) XXXX in XXXX & XXXX in XXXX.
My bank says I owe {$2000.00}.
I produced an amortization on an online calculator that allows skipped payments & the amount it says I owe is significantly less ( I actually set it up to start in XXXX & end in XXXX & skipped the same months. ) There are entries on amortization from XXXX I question. XXXX XXXX XXXX {$1700.00} & XXXX XXXX XXXX {$1500.00}.
I tried to call to discuss this yesterday, XXXX. I talked to XXXX different people in various departments. None of them could help me. I tried to call individual with office of chairman, but could not connect.
I faxed paperwork for modification due to hardship on XXXX & have heard nothing.
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| 08/04/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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During a forbearance period ( back in XX/XX/XXXX with Citizens Bank NA ( DBA Citizens/Citizens One ) I was making principal payments ONLY. I was just notified on XX/XX/XXXX that I was not able to make such payments, if any payments received would also be applied to my monthly payments as well. I requested proof of this policy which I never received.
I was asked to provide proof of all payments that was misapplied. I complied with this request and faxed copies accordingly. Said payments were NEVER applied as agreed.
I have spent hours trying to reach a manager, the correct department that supposedly made this issue and have yet to hear from Citizens.
Today XX/XX/XXXX I tried again to discuss this matter with a manager and was advised that the manager would NOT take the call that they would get back to my by EOD. As I type this complaint it is XXXX EST and NO callback from anyone.
I want my payments applied correctly and proof that my loan principal amount is well below $ XXXX per my records and prior agreement from an agent by the name of XXXX XXXX and " XXXX ''. I was also advised today, that for most of the conversations I've had with Citizens, there are NO notes. Per their upfront recording all calls ARE RECORDED. Although there are no notes, they have records of my calls unless they have destroyed them ( which wouldn't surprise me with this company ).
I'm trying to pay ONLY what I owe hence, the reason I want my principal ONLY payments applied correctly.
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| 06/01/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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I have " opted out '' of all overdraft options offered for ATM charges, Checks, and any withdrawal of any kind that will overdraft my checking account to prevent overdraft fees.
Yet Citizens Bank continues to process individual ATM transactions and Debit charges which overdraft my account, and incur fees. This complaint involves {$120.00} in overdraft fees, of which the bank refused to refund {$60.00} for a situation they caused by not following their own checking account clearing protocols which incurred the {$120.00} in unauthorized overdraft fees which started XX/XX/XXXX and which they waited until XX/XX/XXXX to issue a US Postal Service Notice of, which I received XX/XX/XXXX, due to XXXX XXXX Holiday, all the while incurring additional overdraft fees, {$60.00} of which they refuse to refund, despite admitting it was their mistake.
XX/XX/XXXX Fee Rebate Fee Rebate {$30.00} - {$170.00} XX/XX/XXXX Fee Rebate Fee Rebate {$35.00} - {$200.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$230.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$200.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$170.00} XX/XX/XXXX Fee Overdraft ( 1 At {$35.00} ) |eNotice - {$35.00} - {$140.00} XX/XX/XXXXDebit ( Unauthorized Overdraft ) XXXX XXXX Online Pmt - {$80.00} - {$110.00} XX/XX/XXXX DBT Purchase ( Unauthorized Overdraft ) XXXX XXXX XXXX Oh XXXX - {$45.00} - {$34.00} XX/XX/XXXX ATM Cash ( Positive Balance ) XXXX XXXX XXXX Oh XXXX - {$40.00} {$10.00}
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| 12/01/2022 |
Yes |
- Checking or savings account
- Other banking product or service
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- Managing an account
- Deposits and withdrawals
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Web |
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I have a business account with Citizens Bank at which I use a credit card XXXX, called XXXX XXXX to accept credit card transactions. XX/XX/XXXX I accepted credit card transactions at my business event, a total of {$160.00} at which I have yet to receive payment for. I called Citizens Bank 3 times and spoke with XXXX, XXXX, and a supervisor by the name of XXXX. XX/XX/XXXX XXXX told me that the funds was being held by the fraud dept but she didn't know why, and was unable to let me speak with someone in the fraud dept because it wasn't her dept. and no one was available at the time. After being on the phone for over an hour XXXX called me back to inform me that they held {$88.00} for a debt that I owed and {$80.00} would be released XX/XX/XXXX. I asked XXXX what debt I owed and why wasn't I informed that I owed, XXXX again said she doesn't know because she is not in the fraud debt. I left a message on the fraud dept voicemail since no one picked up, on XX/XX/XXXX, I asked that someone would call me back. The fraud dept has yet to call me back or respond in ANY form of communication, no letter, no call, no email. I haven't received ANY of the {$160.00} that I worked so hard to get. Please help me to get the {$160.00} back that I worked so hard to get. I would also like this matter to be looked into and STOPPED because not every person has the knowledge of the rights in America or have the time to invest in this matter. I've spent days already trying to get MY money.
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| 01/12/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
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- Loan servicing, payments, escrow account
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Web |
Older American |
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We took a line of credit/mortgage with a swap portion with Citizens Bank for XXXX investment properties in XX/XX/XXXX. The amt applied to principal was to have changed every year in XX/XX/XXXX. The principal amt was never adjusted until we discovered the problem in XX/XX/XXXX. We questioned XXXX and after much harumphing and investigating, they agreed that the amount should have been credited to principal. However, they declared that we then owed them {$5300.00} addition ( tho we had paid every bill they sent ) and deducted it from our account. We protested and they returned the money while not agreeing with us that it was not owed. In XX/XX/XXXX they again failed to adjust the principal amount as they should have. We brought it to their attention again and after much " looking into it '' the situation was resolved and the proper amount was credited as was the principal amount shown on the monthly statement. Again, in XX/XX/XXXX they failed to adjust the mortgage amount to show an increase in the amount credited to principal. We again raised the problem and after some " looking into it '' it has been resolved. However, in every case, the rep to whom we are assigned has been totally surprised by the problem and has required several days to " look into it. '' And the original problem, the fact that they failed to credit the principal properly for 4 years and 4 months still has not been resolved. Citizens is a large bank and this should not happen for years running.
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| 04/28/2020 |
Yes |
- Debt collection
- Other debt
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
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I was the victim of a scheme where I was hired as a personal assistant and unknown to me, I was given fraudulent checks in XX/XX/2020. Citizens Bank cashed and accepted these checks without verifying the checks. When Citizens Bank did finally realize these checks were indeed fraudulent it was the end of XXXX/first-second week of XXXX.
The bank did not notify me that the checks were fraudulent. I simply checked my account and saw a negative balance.
I went to the Police Department in my town and my local bank branch. I have receipts, tasks, emails, texts messages showing that I do not have the money shown.
Citizens Bank refuses to address this issue with me and close my account. They denied me access to the account, but took my federal tax refund. They refuse to file a claim and refuse to work with me in anyway to resolve this issue.
I have not been contacted by their legal counsel or fraud department. After many phone calls to Citizens Bank, now XXXX, no resolution, and my amended refund is about to be seized by Citizens Bank, even though they will not allow me access to the account.
I was unable to update my account information on my amended tax return this resulting in the refund to go into this account.
I called Citizens Bank immediately just to receive 5 different answers on whether or not this refund will be seized. I expressed that during this time of pandemic and emergency and being out of work that I need this money and these tactics are unethical.
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| 12/28/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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Company reported me 30d late when I was not. My XXXX report indicates the delinquency on the month of XX/XX/XXXX reporting which indicates that the XX/XX/XXXX payment was delinquent ( due to 1 month in arrears reporting ). I made my payment, which was drafted from my bank account on XX/XX/XXXX. I attempted to dispute the delinquency of both XX/XX/XXXX and XX/XX/2018. The company sent me a generic letter advising that they were reporting accurately. THE LETTER GAVE ZERO DETAILS. what month did they research. What was the date of payment receipt? Date of phone pay? I reiterate that I was told by the representative whom confirmed with their manager that I would not be reported delinquent on either my XX/XX/XXXX or XX/XX/XXXX payment ( not sure now that the report is saying XX/XX/XXXX late ) There is recording of my conversation and my multiple reassurances that there wouldn't be any negative reporting when I spoke to them in XX/XX/XXXX. I also believe that they took an alternative ( manager approved exception ) payment method of credit card as opposed to their standard check/bank account transaction.
Responsible Servicing- inaccurate information provided multiple times which caused me financial harm FCRA- previous response did not address specific items disputed, credit report was not suppressed for 60d after the dispute, & request for the CBR research department to remove the XB dispute notation not fulfilled ( on recorded call when I initiated the CBR dispute )
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| 09/27/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Older American |
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Citizens claim number # XXXX Dear Sirs, I have a complaint to file in regards to my Citizens Pay Line of Credit, Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXX and until recently had perfect credit, XXXX rating.
I have contacted the credit agencies as well as Citizens directly with no resolve.
My Citizens Pay account is for a security system. A very low monthly payment that was setup with auto pay and my XXXX XXXX credit card.
In XXXX of 2023 XXXX XXXX without my knowledge canceled the card due to apparent fraud.
When I found out about this I contacted Citizens immediately, paid up the account and gave new credit card. I asked if I could put an additional card for a backup to make sure this never happened again and they said no.
I was never contact by Citizens when the card was declined. No phone call, email or text. Instead they just report a late payment and dropped my score XXXX point or more. Several other vendors that I had auto pay with had the courtesy to make sure they notified me. We are are talking about a {$75.00} a month auto pay that Citizens Pay was in charge of. It is not like I was bouncing checks.
Citizens said they would contact the credit reporting agencies and explain the situation. It does not look like anything had been done.
I am extremely frustrated as I have worked my entire life to keep great credit and this without my knowledge is causing a major problem.
Please let me know when and how we can rectify this.
Thank you, XXXX XXXX
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| 03/28/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
Older American, Servicemember |
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This year, my account was purchased by XXXX XXXX XXXX XXXX XXXX from XXXX. Citizens now holds over {$5000.00} of mine and I am broke. They claim to have XXXX a debit card to me in the XXXX, where I live, in XX/XX/2022. It never arrived. I have called the bank many times to learn the XXXX tracking number. Their employees can not find it. Without that number, I am locked out of all funds. Because of their poor responses, I am now being threatened with eviction this week for non-payment.
Citizens Bank offered to give me access to my account if I would visit a branch. They have no branches in XXXX. Their next advice was for me to fly from the XXXX to Rhode Island. Their customer service staff may show a sense of humor, but their efforts are unhelpful and non-responsive.
The bank seems badly disorganized. They have no on-line chat service. One must call by phone, with wait times of 45 min. All their websites are blocked from here, so all internet access is denied Their technicians can not or will not correct this problem for me and their other customers in XXXX.
The only way I can address them on line is by sending a FAX. Citizens Bank has only one FAX number and it's usually busy. I have sent two faxes with all the information they ask, but the bank does not respond.
Their customer service is notoriously terrible. Customers complain endlessly about Citizens Bank XXXX XXXX I think XXXX was outrageously careless of customer trust in selling to Citizens Bank.
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| 03/12/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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The issue is that my XXXX checking account was transferred to Citizens bank and I lost access to my funds. Details : I opened my XXXX acct in XX/XX/XXXX, with my address in XXXX XXXX, because I was moving to the US in XX/XX/XXXX and wanted to have an account for my expenses while moving. My XXXX checking account was active at least on XX/XX/XXXX, since I received a statement in this period. On XX/XX/XXXX, I logged into my XXXX account and it was closed/terminated to my surprise.
My account was " transferred '' to a new bank, Citizens, without my acknowledge nor permission. I did not receive any phone call or letter about this. In this new bank, Citizens, there is no customer support available - I tried to call them for XXXX days in a row, XXXX hours each day. Citizens bank has my funds from XXXX but is not letting me withdraw the funds, which I need for daily expenses. Citizens did not send me any letter, any debit card, and without the debit card I can't access my funds.
I need to have either access to my Citizens banks, with all the features I had in XXXX ( available to make transfers, use debit card ) or restore my XXXX account. XXXX claims that the account is no longer with them, so they can't do anything. Citizens claims that without a debit card, I can't do anything, but I did not receive XXXX, and will not receive XXXX, because my XXXX address was in XXXX XXXX and Citizens doesn't provide services there. In a nutshell, I lost access to all my funds.
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| 09/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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My mortgage Forbearance is due to expire TODAY. I have been trying to find out from Citizens Bank what I need to do to start making my payments again for over a month. Their process is unlike any other banks ' process that I am familiar with ( I have rental property mortgages with other banks ) ; they are asking for tax forms and other documentation not required by the other banks. Furthermore when trying to understand their requirements the only people I can talk to are in another country, difficult to understand and the telephone connection is ALWAYS poor. I spoke to three different reps this morning who I could not understand. The customer service dept at citizens bank is unreachable. I have complained to a local brand manager who also could not understand the requirements, and has filed a complaint with citizens on my behalf. I have still not been contacted by anyone! I made the XXXX mortgage payment, though I am not confident it will credited properly and still have no idea how to get out of the forbearance program! The attached form indicates the documentation required by Citizens. NO OTHER bank required this to end the forbearance program I was on. I don't want to request loan modification and can't pay back the total due to come out of forbearance. I SIMPLY WANT TO ADD THE TOTAL DUE ( {$19000.00} ) TO THE END OF THE LOAN IN A NON INTEREST BEARING ACCOUNT ... JUST LIKE I HAVE DONE WITH MY OTHER MORTGAGES. Citizens Bank has made this process impossible!
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| 09/13/2019 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Problem with fees charged
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Web |
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I purchased a car in WI where I live in IL, as I've done on multiple occasions given my brother works at an XXXX XXXX in WI. The car was initially titled in WI as it always is where I then need to title/register the car in IL. My loan is via Citizens One that uses a 3rd party ( XXXX XXXX XXXX ) that charges a fee to send the physical title to the DMV in IL. XXXX told me that Citizens One should take car of this for me, as they would need to charge a change of state ( when someone would move ) for {$44.00} to send the title to the IL DMV. Citizens One filed a case number earlier this week and told me they would take care of this for me ( especially given I've never been charged a fee for this action with the 8 prior vehicles I've purchased from my brother in WI ). I followed up with Citizens One this morning only to find that they are refusing to cover the cost or do anything about it. I know this is only {$44.00}, but it is more the principal that they said they would cover it, and that they know that the 3rd party is going to charge fees for every customer they have in order to do any kind of title transfer where any other bank would take care of that transaction including any associated fees. Thanks in advance for looking into this, as I feel Citizens One is taking advantage of all of their customers by hiring XXXX and washing their hands of doing the simple things a loan company should be doing while making money already with the interest rate they charge,
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| 07/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Fees or interest
- Problem with fees
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Web |
Older American |
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We have always paid our bills and have used the convenience of auto pay. Our Citizens Bank Mastercard was paid out of our Citizens Bank checking account. Then in XXXX of 2023 we noticed our bill which should have been paid around the XXXX wasn't paid. My husband called Citizens Bank Card service and made arrangements to pay that bill and the {$29.00} late fee was credited. The same thing happened again in XXXX even though the autopay authorization to pay the statement balance was in place no funds were taken no statement was paid. My husband again called to find out why our payments were not accepted for payment and the representative said that there was a change in the bank 's routing number, which was unknown to us, we were still using our personal check which had the old routing number. My husband made arrangements to pay the XXXX bill on XX/XX/2023 using the funds from our designated Citizens Bank account and included the XXXX statement as well, the total paid over {$3500.00}. My husband tried to update the routing number on the autopay form on that day, it obviously didn't take because no funds were taken out for XXXX 's statement. The Citizens Bank has charged us {$130.00} in interest and levied bank fees and late charges {$69.00}, all because they changed a routing number and refused our attempted timely payments, and not properly finding a solution when we first contacted them in XXXX. We are more than ready to pay but they won't accept our payments.
|
| 06/08/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
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Web |
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On Wednesday XX/XX/XXXX my primary checking account was hacked for {$9900.00}. A complaint and claim was filed at the bank ( Citizens Bank ) the same day and new savings account was opened to transfer most of the remaining funds. At this point I had 2 checking accounts and 1 savings account. The one checking account was hacked and only credit transactions to come in, no debit transactions. Some money was transferred to another checking account to stay active for monthly bills. On XX/XX/XXXX this other checking account was also hacked for {$1200.00}. Another claim was put Into the bank the evening of XX/XX/XXXX. There was supposed to be a hold on all accounts starting on XX/XX/XXXX so that no other debits could be made from any of the 3 accounts ( 2 checking, 1 savings ). When I woke up today ( XX/XX/XXXX ) I checked my accounts and there was a debit from my savings account for {$9700.00}. This saving account was a brand new account opened on XX/XX/XXXX when I went into the bank in person to put a hold on my account and transfer money into savings. At this point I believe these incidents are identity thief. Someone has access to all my banking information, my signature, and probably my social security number. Almost 3 different accounts were hacked for over {$20000.00} in less than a week. I am extremely disappointed in Citizens Bank for letting these transactions happen and will no longer be banking with them after this is resolved and the money is returned.
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| 03/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
|
|
Web |
Older American |
|
In XXXX of 2022 Citizens Bank, where I bank, offered a " Cash Back + '' credit card with the following perks. {$200.00} cash back bonus after charging {$500.00} in the first 90 days, plus another cash back bonus for the cost of a TSA PreCheck up to {$100.00}. I completed both of these tasks within the allotted time frame, charging {$800.00} on XXXX XXXX and purchasing the XXXX XXXX on XXXX XXXX. To date I have only received one of the promised awards, the {$200.00} for charging {$500.00}. it has been nearly five months and I have not received the {$85.00} for the TSA PreCheck. I have visited the branch several times and sat with them as they had a live chat with credit card customer service at which time they stated they would apply for the rebate to my account. I also called customer service and experienced long waits on hold then when a person finally answered we were cut off half way through the conversation. This happened twice. Before I was disconnected the representative told me I did not spent the required {$100.00}. It only cost {$85.00} to acquire the TSA PreCheck and further it states on the enclosed flyer that you get " up to {$100.00} '' it says nothing about haveing to charge at least {$100.00}. It has been over three months since the local branch employee had the live chat and still nothing has been applied to my account. I am attaching a copy of the offer, although it says expired on top it was active when I applied for and received my card.
|
| 05/14/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
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Citizens Bank ( Citizens Bank is a brand name of Citizens Bank, N.A. ( NMLS ID # XXXX ) decided to reissue my debit card because they were informed that a merchant I used in the past may have been prone to a data compromise. I received this information in a letter date XX/XX/XXXX, so I called on XX/XX/XXXX to learn more.
Citizens refused to provide me with information as to who the merchant was and whether or whether not my account was compromised. They told me that information was confidential, and they are not obligated to share that information with me, their customer.
As they acted on information related to my account, I dont see how this information could be considered confidential and not shared with me, the customer. The Citizens representative said that they were trying to protect me by being proactive, which I appreciate, however I again wasnt given any information as to where this potential data breach happened.
I was then told that Citizens doesnt want customers calling merchants and accusing them of not adequately securing their transaction data. I noted that seems like Citizens is trying to protect itself, not the customer.
If a merchant that I used was compromised and shared that information with Citizens, I should be able to also receive that information, so I can choose not to use that merchant going forward. Withholding information from its customers is a serious issue for Citizens and my hope is that you can help address this action.
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| 10/18/2022 |
Yes |
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- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
In the end of XXXX we were having trouble making our mortgage payments we called Citizens to see what our options were. They suggested a loan modification at that time and explained that process. At that time we went into default of our loan as required and started the process. On XX/XX/XXXX we signed the loan modification at that time the current amount due was {$5900.00} new payment would be XX/XX/XXXX {$1100.00} The VA funded {$43000.00} of my loan due to the extreme back log of the va the loan modification has been extremely back logged. When trying to get updates from Citizens load modification department they continuously say due to system changes check back in two weeks. Todays Date is XX/XX/XXXX. In XXXX they told me the va had funded my loan??? Today I spoke with the va to find out they are extremely back logged and that Citizens was instructed to tell va loans that they need to call va and that they would explain what was the hold up. That did not happen once. On XX/XX/XXXX we submitted to Citizens tax department that we are 100 % tax exempt and are due a refund of {$3500.00} Plus our new mortgage payment should be significantly lower as we are still paying the same payment we are now owed more money and feel we are not being treated fairly. Citizens loan modification team refuses to let me speak to a supervisor even when I had someone from the tax department XXXX with me to verify they owed me money. At this time I believe more should be done.
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| 08/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX of XXXX Citizens Bank used our mortgage payment to purchase homeowners insurance. My agent and I both faxed proof of insurance to Citizens. By the time this was corrected by Citizens it was XXXX of XXXX. In the meantime I continued to make my monthly payment, we have NOT missed any payments. Citizens Bank still has us a month behind on our mortgage from the payment they used in XXXX for insurance. Because of this they are charging late fees and the collections department is calling us weekly. I have just now received another letter from them regarding lack of homeowners insurance. I have had my agent fax them proof of insurance and I have as well. I have called and spoken to a different person every week regarding this. Someone is always going to call me back, no one has ever called. I have left messages for a XXXX XXXX every week since XX/XX/XXXX and she has never returned my call. The only people I can actually talk to are in collections. Once they read the notes on my account they say someone is working on it and will get back to me, As of today no one has called me. There has been no money sent back to me and Citizens has over {$1000.00} sitting in a suspense account that I can see when I check my account on line. I received a letter from XXXX in XXXX stating they had refunded money to me but I have not received anything. THIS IS MY SECOND COMPLAINT! I can not speak to any one at Citizens and am in need of some help.
Thank you XXXX XXXX XXXX
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| 10/09/2015 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
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Web |
Older American |
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I owned a home in XXXX XXXX, Nevada which I subsequently lost in foreclosure. The home had XXXX mortgages, XXXX with XXXX XXXX XXXX and a XXXX with Citizens Bank for approximately {$36000.00}. My complaint focuses on Citizens Bank only. I was frequently called because my monthly Citizens payment was n't made or was tardy. I later stopped paying it because I was going through foreclosure. The bank called on one occasion and I told them I was going through foreclosure. I held a Certificate of Deposit of approximately {$13000.00} at Citizens Bank as well as a personal savings account of approximately {$1300.00}. A few days after mentioning to a Citizens Bank caller that I was going through foreclosure, I went to the bank to transact some banking business and discovered that the bank had debited my my entire savings as well as my Certificate of Deposit ; a sum totaling nearly {$15000.00}. I do n't know if the bank had a legal right to TAKE my money as they did. That 's why I 'm filing a complaint. This happened around XX/XX/XXXX/XX/XX/XXXX of 2010. I 'm contacting your agency because I read in the paper a few month ago where your agency forced or fined Citizen Bank several XXXX of dollars because of something they illegally did. This caused me to wonder if what they did to me was also illegal. If it is subsequently discovered that Citizens had a legal right to debit my accounts without my knowledge, I will then accept that and no longer pursue a complaint.
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| 12/14/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
Servicemember |
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Since my father passed away in XXXX of 2023 I have been calling citizens bank trying to put a hold/freeze on his asscount so my step sister could stop accessing his card bc over {XXXX has been stolen. She was NOT on this bank accoount and did NOT have permission to use his card. Before he passed she stole it and it went missing. I have phone records, emails and fax conformations all showing how many times I have been trying to talk to people at citizens along with a detective from the local police department who is trying to access with videos and get told they are " backlogged '' or don't have access to the videos anymore even though like I said I have been trying to get them to look at these videos since XXXX. They are trying to deny my claims and unwilling to pay me the money back. Even though it'd their fault because if they would've shut it off when I told them to all that money wouldn't have stolen... or at least not XXXX As the executer and blood child I became executer and am now in debt XXXX grand because that money is missing and I was unable to take care of Of all his affairs because of that. If she wasn't one the account I don't understand how it's " ok '' to steal someone else 's card and use it. However she found the pin number is confusing, but considering my dad told me he slept with his wallet under his Pillow and car keys, I'm not surprised. Please help me. Citizens needs to be held accountable or I will pursue action against them.
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| 07/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
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Web |
Servicemember |
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I opened a new bank account in XX/XX/2023 with Citizens Bank. The bank teller, XXXX XXXX XXXX has proven she is unfit to handle money.
OnXX/XX/2023 I made a cash deposit of {$600.00}. Before I left I checked the receipt and noticed it was not deposited into the correct bank account. She put my money into a complete stranger 's account. At first she questioned if I knew my account number and didn't want to admit her mistake. I got the manager involved and he fixed the problem and was able to reverse the money back into my account.
Also, on XX/XX/ she missed place {$100.00} of my deposit. Every time ideal with this teller she losses my money. She tries to tell me that she balanced the books, and I'm wondering if she's pocketing my money or if she's putting it somewhere else and somebody else 's account again. Unfortunately for me, when I left the bank I had a doctor 's appointment to run too and I did not catch her error until after the bank was closed.
This {$100.00} was for my business account as a nonprofit founder. These were donations, not my personal money. This money is meant to pay my bills so I can continue to help other veterans. And, XXXX XXXX misplaced XXXX funds. The amount I deposited was {$590.00} ( one check for {$200.00}, XXXX XXXX {$100.00}, XXXX XXXX {$20.00}, XXXX XXXX {$5.00}, XXXX XXXX {$1.00} XXXX {$590.00} ). If needed, I can provide a list of donor 's names and the event information where these donations were collected.
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| 05/23/2023 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Problem with fees charged
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Web |
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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.
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| 08/02/2022 |
Yes |
- Debt collection
- Credit card debt
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- Attempts to collect debt not owed
- Debt is not yours
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|
Web |
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To Whom It May Concern : CITIZENS BANK ACCOUNT NUMBER ENDING IN XXXX Regarding the above-listed account, I am writing this letter to offer you the opportunity to settle the alleged amount owed to our mutual benefit. Kindly note that I do not acknowledge any liability for this alleged debt in any form, and I retain my right to request full and complete debt validation from your company.
However, I am willing to pay off a portion of this account as a show of goodwill under the following conditions : Your company will delete all references to this account from my credit report at the three credit reporting agencies ( XXXX, XXXX, and XXXX ).
You will not list this debt as a settled account.
Your company will accept this payment to satisfy the debt in full.
Your company will not attempt to sell or transfer this debt to another creditor.
You will make no mention of this agreement to outside third parties.
If you agree to these terms, I will : Pay the amount of {$250.00} via money order or certified cashiers check Please understand that this is not a renewed promise to pay. This is a restricted settlement offer, and you must agree to the terms above for payment to be made. I require your written agreement to these terms on company letterhead and signed by a representative who is authorized to enter into such agreements.
The terms of this offer will expire after 30 days. I look forward to your prompt and positive response.
Sincerely, XXXX XXXX
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| 08/07/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
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Web |
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I deposited a XXXX cashier check my friend gave me to cover bills, insurance deductibles for my home, and car repairs on XX/XX/23. On XX/XX/23 It was no longer pending and had been cleared. So I paid my bills online. They then took the check back out and put a hold on it causing my bank account to go into the negative over XXXX dollars and I had still not paid my insurance deductible or fixed my car. When I went into the bank on XXXX XXXX to see why you would remove XXXX that already cleared, the bank manager refused to call and verify the cashier check and look into why they took the funds back out and put them on hold. When I asked to close my account because of what they were doing to me, she committed second degree extortion on video and threatened to call the police on me to intimidate me into allowing the bank to retain my funds. She seemed to be upset that I explained she was breaking federal cashier check laws and did not want to help me, she just kept pushing a folder at me saying read the policy she was violating, so I turned the camera on to prove it. Today is XX/XX/23 and I have spoke to several people and sent the video of their teller in, but my account still says negative and cashier checks XXXX and under are to be treated as cash. The banks own policy says these funds are to be available the next business day. The bank is causing me severe distress and anxiety I just want to get my house and car fixed like my friend gave me money to
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| 10/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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For the past year and a half I have wanted this mortgage company to simply just get my taxes correct, for the year they are just about XXXX. I filed my first complaint and it took them 5 months to resolve while they were trying to figure out the issue I was forced to pay a extra XXXX a month on my payment. When they finally resolved the issue and all seemed well it popped up again. Now here we are 8 months down the road they have paid a extra XXXX this year on my taxes and my escrow is almost negative again which will lead to me paying a extra XXXX a month which I will not have. If they simply mailed a certified check for the taxes this would not happen. But since they do not the county/town mail the check back it never gets refunded and 3 months go by and the town/county send another tax request from the lender with interest stating it needs to be a certified check which at that point they pay it correctly with the interest, so after one year goes by I pay my taxes double and only after I make these complaints does it get resolved, after the last complaint they sent me a letter stating they would release paying my taxes and I would have to do it myself, I do not want to go to the town/county and pay them myself I just want to simply pay my mortgage and for them to do there job and pay the taxes.Now I will need another refund and have to wait for the chairman who seems to be the only person from this bank with common sense to get in touch with me.
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| 12/10/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
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Web |
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In reference to account # XXXX, Citizens One Auto Finance is utilizing illegal late fee policies.
My payment is due on the 3rd of the month with a 10 day grace period.
I have always paid my car note before the XX/XX/XXXX of every month.
The first time they accessed the late fee, I asked them to remove it because I paid on the XX/XX/XXXX.
The rep stated that I paid on a Saturday, and they don't count the weekend as a payment date.
I asked the rep, where does it state that on their website.
She couldn't advise me because it's not stated on their website.
If their policy states that weekend payments only count for the next business day, PLEASE PUT THAT ON YOUR WEBSITE.
After I complained, they removed the late fee.
This second late fee that they won't remove occurred after I paid my bill on the XX/XX/XXXX of the month in XX/XX/2018.
They did not debit the money out of my account until 5 days later.
I don't care when they took the money out of my account, I paid the bill on the XX/XX/XXXX.
Instead of them reviewing my account to see if a payment is pending, they immediately access a late fee.
These are unethical practices that they're using to access late fees on their customers ' account.
If my account is reviewed, there will be NO payments made after the XX/XX/XXXX, so I've never been late.
I mailed them a letter two weeks ago asking for them to remove the late fee. They refuse to remove it despite me paying my bill on the XX/XX/XXXX.
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| 01/03/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
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Web |
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I paid off my vehicle loan ( refinanced ) end of XX/XX/2018 after I made the XXXX payment. When I logged into account to see if payment was received I noticed that the balanced between XX/XX/2018 and XX/XX/2018 had increased by {$86.00} instead of decreased after the monthly payment was made. When I contacted Citizen One Auto Finance they claimed that they never received the XXXX payment but my bank billpay gave me proof of payment which I told them I had. I also informed them that they gave me the wrong payoff amount to me and my bank and that the payoff was overpaid. That they owe me a refund for the overpayment of the payoff and the missing funds not credited for the movember payment. They claimed they would look into it. The following day I went on to look at my account from Citizen One Auto Finance online and I found my loan-account had been deleted within 24 hours of my call to them and they never responded to my emails on their secure email account when my account was active 24 hours prior. So in 24 hours of me notifying them that there is an accounting error and they owe me money for my overpayments, There is No trace of my account. Non- existed! I couldn't look at previous payments or balances ... Or even see my account number. When I spoke with customer service they confirmed this is their policy! Their policy is to delete all trace of history I have had with them. I informed them that i had copies of the statements and payments I made.
|
| 07/09/2018 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt is not yours
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|
Web |
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Today I received a letter from Citizens One stating that they were unable to process a scheduled payment for an XXXX loan and that within twenty days Citizens One will close the loan and have long term implications on my credit worthiness. I contacted Citizens One and the only information they could give me was that someone purchased an XXXX on XX/XX/17 using my information. This was over a year and a half ago and this was the first letter I received stating that someone used my identity and personal information to get a new phone. I spent over 45 minutes on the phone asking for information on where the phone was purchased, the type of phone and any other details to help me file a police report. Citizens One customer service ( fraud and billing ) could not provide me with any of that information and continued to treat me as if I opened the loan! This is completely ridiculous that Citizens One could do this and offer no assistance to me during a very troublesome time when I just learned that my information was used to open a loan. I should not be financially responsible for a loan that I certainly did not open and for a phone that I never received. My current cell phone is a phone my husband purchased over 3 years ago. I have an XXXX XXXXXXXX XXXX and under no circumstances was a loan opened. I do not want my credit affected by this fraudulent transaction and I ask that Citizens One fully investigate this matter and provide me with actual details.
|
| 04/29/2015 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
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Web |
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I seen some a irregular activity on my bank account and called citizens Bank on XXXX XXXX, 2014. The representative was very condesending and rude. He said, " Ma'am! If someone were to steal my credit card information it would be for more than $ XXXX, it would be for hundreds of dollars! He brought to tears! Talked to me like I was crazy! I am a single, working mother! The activity only continued but due to my XXXX, of having to call and be demeaned again by another representative I ignored it ... Until the transactions got larger! The bank agreed to pay me back from my XXXX contact with them as per the attached, in the amount of {$310.00}. This was all due to the fact that the customer service representative, XXXX XXXX, on XXXX XXXX, 2014, said " no one would steal small amounts of money!!! '' Due to his lack of knowledge, rude, condescending behaviors and negligence they are telling me I 'm out over {$1500.00}. If he would 've did his job, when I called to alert them of the suspicious activities, he should have immediately issue a new card, In addition, I would not be going through this! Someone skimmed my card from a gas station and stole my information. I do n't know if I should contact the police as well, and am at a loss with all of this! Is there anything I can do? Are there requirements for the banks insure their employees? I have called multiple times and can not even communicate with the customer service representatives! Please HELP ME!
|
| 05/25/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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|
Web |
Older American |
|
Company has misrepresented facts over and over. They have stated that XXXX insist that the escrow account remain open, appraised home in discriminatory manner and now refuses to adhere to law and appraise home for the correct value that it should have from the beginning. Now to add insult to injury they file a false Escrow Disclosure Statement in retaliation for insistence that home be appraised for its true value as the homes on left and right have and do appraise for $ XXXX {$370000.00} so therefore our home which has more updates should appraise their or higher. They have stated knowing to be untrue to XXXX states an escrow must remain XXXX has stated verbally and otherwise that this is not the case and that this is XXXX call not them. We have paid our Hazard Insurance for the past two years in full at all times paid up for the whole year never has XXXX had to pay and they still will not fix their errors. Now dated XX/XX/2021 an disclosure for Escrow was mailed stating what was paid by us ( home insurance is paid up for this year and next year and XXXX is aware ). Truth in Lending requires that this escrow be accurate and it is not. This is paid in full and therefore can not be added to the Escrow account as thought it is not. There is an expectation of honesty in holding and recording escrow funds and this is clearly violated. ESCROW ACCOUNT BALANCE SHOULD BE BACK TO WHERE WE STARTED EVEN LOWER WHY DOES IT KEEP GOING UP THIS IS RETALLIATORY
|
| 06/15/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
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I opened a checking account with Citizens bank on XXXX 2016 so I can get my social security payments deposited with them. On that day of XX/XX/2016 I deposited {$45.00} check that I need it to cash. In XXXX XXXX, 2016 I received the letter from social security administration letting me know that they were going to deposit my benefits checks to the new account I opened with citizens bank.Social security administration told me in the letter that it can take 1 to 2 months for them to deposit my money. Yesterday XXXX/XXXX/2016, I went online to see my balance which was {$1.00} before yesterday and then the bank put my balance to minus {$9.00} to my new checking account. I called the citizens bank branch in XXXX, NY and I spoke to them and they said that they are charging me a {$9.00} fee for not making deposits. I explain them that social security was going to make my benefit payments on my checking account next month and I told them that I 'm on fix income and I can not afford to pay any fees. the person at citizen bank told me that I have to pay the fees and on top of that more fees per day until my fees are paid. I 'm a XXXX person and is n't my fault that it takes up to 2 months for social security to deposit my benefits to my new checking account. This is the only income that I have and can not afford their fees. As a new customer to the bank I feel that I was wronged and communicated this to the bank I feel that they should delete these fees.
|
| 12/13/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
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|
Web |
Servicemember |
|
A wire in the amount of {$100000.00} was sent XX/XX/2023 by XXXX XXXX to Citizens Bank for the benefit of a Citizens Bank account ending in XXXX ( outgoing fed reference confirmation # XXXX ). 15 minutes later it was discovered and a wire recall request was supposedly initiated by XXXX at that time, with the appropriate trailing hold harmless/bond agreement from XXXX to Citizens following on XX/XX/2023. Additionally, Citizens was contacted on XX/XX/2023 to make them aware they had a Fraudulent Account within their system that was set up to defraud an unsuspecting consumer as well as Title Company. Over 20 requests for information have been made to XXXX XXXX and Citizens, only to receive a consistent comment of " Call back in 10 days as your case is in the queue and will be addressed in the order received ''. It has now been over 60 days since the incident and still no information regarding the resolution of the case. It is believed the money is simply sitting in a Frozen Account at Citizens and they are slow playing the addressing of this case in order to take advantage of the deposited money in the account. At a minimum, they should be sharing information regarding whether or not the money is being held or has been released and lost. Unfortunately neither XXXX XXXX nor Citizens is willing to provide any information and simply hide behind the fact this is a possible Fraud Case and it is under investigation, no further information is available.
|
| 11/11/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
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My wife and I had a checking account with Citizens, due to an involuntary mistake from our side, the overdraft protection of the checking account was activated, this created a debt of {$28.00}, we went directly to the nearest branch to pay the debt and to closed the account, but we were informed by the Branch Manager to forget about the debt and that they were going to take care of that, we insisted several times that it was our responsibility to pay the debt, but they did not let us.
Not only they did fix internally the problem but also, they did not close the account ; we only found out what was happening when we receive a letter from the bank indicating that we were late for a payment, we immediately went to the branch, pay the debt and close the account, but unfortunately it was too late as they had already reported the late payment to my wife 's and my credit reports. We have been trying with the bank for them to correct the mistake they caused, and on XX/XX/2022 we finally received a letter from Citizens when they confirmed that they had reported incorrectly information to the credit bureaus, and our account was being reported as NO DELINQUENCIES. Then, on XX/XX/2022 we were notified by one of the credit bureaus that a late payment was reported to our credit reports by Citizens again.
We are right now in a negotiation with another financial institution for a line of credit, we are in jeopardy to be rejected because of this situation,
|
| 02/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
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Web |
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On XX/XX/XXXX I talked to XXXX XXXX VP at Citizens Bank, about honoring a rate of 3.125 for switching to them. XXXX sent me an email in writing after talking to assure me that my rate of 3.125 would be honored. I was told on the call that I would see points and a cost I had to pay show up, but to ignore it and they'd credit it on the back end. XXXX assured me he'd send me an email saying they'd honor the rate so not to worry about it. XXXX said XXXX XXXX would take care of me and he would fill him in on the situation.
From there I worked with XXXX XXXX, I mentioned multiple times during calls with XXXX that the numbers were still showing on disclosures and XXXX said XXXX and team was working on it.
I reached out via email on XX/XX/XXXX after receiving another disclosure showing XXXX in fees I owe for points to lower my rate. This is 2 weeks before closing on the home. In my reach out I asked when this would be addressed. I received a phone call from XXXX XXXX on XX/XX/24 explaining that they would not be honoring what was sent in an email over a month ago, but rather I would be having to pay to lower my rate to the agreed upon amount and encouraging me to explore moving my rate up.
I've been told there is nothing they can do there is a maximum of 1 % they could credit me, and that I would be left to pay the rest. No one informed me of this, or ever discussed this in writing of via phone call with me until we're 2 weeks away from closing.
|
| 04/12/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
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|
I was in process of purchasing my first home. Lender had offered me a home insurance policy prior to closing date and the amount it would cost I followed up by shopping my own insurance for home I purchased home insurance through different company contacted my lender told them of purchased insurance and corresponding information to access the insurance binder. I also asked them to not purchase the insurance that they offered to me for home I said i was not interested I have it in writing I also have it in writing that they said that message was recieved that i was not interested. I shared new insurance for home this was all taken cared of weeks before closing date. I closed on home and about 1 1/2 months in when making first payment i reviewed billing statement and escrow payments and funds. Noticed that there were 2 open home insurance policies the one bought and the one they were trying to sell me. Payment was made in full to wrong company using my money i placed in escrow. I contacted both Citizens Bank and XXXX XXXX XXXX company to compensate me for error and have the insurance closed I was notified payment has already been received and they would close the account a check would be mailed out to me. I received the check in return there was not a full refund with approx XXXX $ difference what should i do next I am positive this is either human bank error or the old who gets an envelope game that is all so common in todays real estate market
|
| 05/13/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
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I had this account is outside of the statute of limitations under the fair debt collections practices act and i wanted this account deleted from my XXXX credit report due to very harmful negligence by XXXX XXXX XXXX. I once had a checking account with them in which the banking officer XXXX XXXX had setup the secured loans payment to come directly out of my checking account for for some strange reasons in the banking system it did not take the money out of the account by which my direct deposited of social security for the XXXX would have taken care of the secured loan that i had with them in order to establish payment history. I have had terrible service with them on this issue and resolving this issue with them. I was told that their systems did not recognize my account by which the payments was to come from and it was not their fault the banker assured me of the payment and in the ledger the four month was called a system error by the electronics funds transfers act the bank blamed it on me fir their negligence. I removed my funds from their bank and i had to suffer with this derogatory 4 so called missed payments because their systems XXXX up and when i called them to speak to XXXX XXXX the branch manager they did not even consult her because she did not work there anymore.
Account Info Hover over labels for more details Account number XXXX Account status Closed Date opened XX/XX/2013 Account type Secured Loan Balance Loan Amount {$0.00}
|
| 01/05/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I got a mortgage through Citizens Bank in XX/XX/2020. Working with the loan officer, I told him I needed my payments to be around $ XXXX. They were able to do so. 18 months later, my escrow is {$10000.00} deficient. Turns out, they used previous owners taxes as my estimation, which is normal procedure, however, my condo is in a PILOT program, in XXXX XXXX, XXXX So Taxes are based off of sale price. I bought my condo at a much higher price than the previous owner ( original owner ) ... Citizen 's position is my taxes went up so therefore my escrow is deficient now requiring $ XXXX mortgage payments which are outside my budget. My taxes actually went down, however, yes they did go up from the estimated amount ( based off the previous owner ) but that was an ERROR on citizens as they should have been aware it was a pilot program and known taxes would be based off my sale price, not the previous quarter from the previous owner.
Furthermore, in conversations with Citizens, they told me on the phone they could spread out my escrow payments to reduce the monthly payment to {$3600.00}, still too high but a little more reasonable and allow me a little more time to figure this out. That conversation took place on XXXX with XXXX XXXX. However, Citizens just took out {$4300.00} for my XXXX monthly payment, so I was provided false information by Citizens, since the {$3600.00} never happened.
At this point, Citizens is no longer returning my phone calls.
|
| 07/28/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
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Web |
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This compliant is against Citizens Bank. I have a checking account with them. Some time ago, I made a mistake by using my Citizens Bank checking account as the source to pay off one of my credit cards ( I intended to use another checking account ). Because my Citizens Bank had insufficient funds for the credit payment at that time, I was charged for a later fee. That late fee is understandable because it was my own mistake using a wrong checking account for the credit card payment. However, I also have multiple monthly recurring transfers between my Citizens Bank and another bank. Citizens Bank then charged me the late fee seven time ( {$30.00} for three times and {$37.00} for four times ) because the credit card payment brought the Citizens Bank checking account to negative. Over a relatively long time, Citizens Bank did not alert me for the late fees by any means. When I found this issue myself, I was already charged the late fee for seven times. I believe that Citizens Bank should inform the customers once a late fee is repeated charged rather than be silent.
I have contacted Citizens Bank to ask for a full refund of the late fee. They refunded me two out of the seven later fees charged. However, I am not satisfied with that. I am OK to pay for the first late fee, but Citizens Bank shall refund me for the remaining four late fees ( because they failed to inform me regarding the repeatedly charged late fees, which they should really do ).
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| 09/07/2020 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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I have been gathering information regarding the financial exploitation of my father with the assistance the branch manager at the XXXX Citizens Bank location. He helped me pinpoint where my fathers money had gone. We discovered that my aunt had taken the money from his account. She did so by adding herself to his checking account ( XX/XX/2020 ) and creating her very own brand-new checking account and transferring the money to her name by way internal transfers and ATM withdraws and Debit Card purchases, liquidating my fathers account as he lay dying and XXXX XXXX in hospice care. By the time of his death ( XX/XX/2020 ), she had stolen approx.. {$13000.00} dollars from this dying man. The Bank states as per their policy, the only way to add a name to an excising account is to step foot into a branch. Which my father did not do and could not do. These transactions which are listed on the documents that i have attached, are fraudulent. The documents were not motorized nor were they signed on site as per their policy. I am the sole heir to the estate and my aunt says this in messages she had sent me before my fathers death. I have attached all of the documents including emails and letter between the involved parties, including a more in-depth description as to what took place. Citizens bank has ultimately responded saying they had not wrong doing in the matter. But without the unwitting complicity of the bank, none of the would have happened.
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| 02/12/2018 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Unable to open an account
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Web |
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I received a check from a record label I'd done some music for. The check totalled {$7000.00} dollars. Citizens bank employee XXXX XXXX was very polite and helpful when opening the account saying that five to seven business days were needed for the account to clear. I assured her that I would pay past overdraft fees from past accounts and looked forward to continuing to bank there as it is located in my neighborhood. This took place at the end of XX/XX/2017. After five business days I was told that the funds were not available and unable to get a pin number for my new atm card meaning no check and the inability to deposit my payroll checks from my job as well. I went to discuss with tellers early one morning only to be dismissed by a woman named XXXX the acting bank manager. She said the check was bad and had not been cleared. When I talked to the person that issued the check, XXXX XXXX XXXX, their bank, had generated the check electronically with an electronic signature via XXXX XXXX. After meeting with XXXX no one would explain how we could solve the issue. She was unwilling to explain what " discrepancies '' were found in the way the check was issued. This has ruined my XXXX season and the ideas I had for moving forward as an aspiring musician. They now claim the check will be returned in XX/XX/XXXX to the issuer. I simply can't believe they would steal my money. If they didn't want to open the account I would gladly gone to another bank.
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| 04/12/2021 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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To whom it may concern, My name is XXXX XXXX, I am the co-signer of my son, XXXX XXXX 's student loan consolidation. Account number : XXXX. He had four loans from XXXX XXXX in which he wanted consolidated. He applied to Citizens Bank. Loan amounts were : {$21000.00} - {$19000.00} - {$4700.00} and {$4600.00}. A total of {$50000.00}.
All loans were consolidated on XX/XX/XXXX. We later discovered that the {$19000.00} loan was still active on XXXX XXXX. When we contacted Citizens Bank and informed them of their error, it was pointed out that one loan was misidentified as XXXX XXXX XXXX listed as the original lender.
When the error was corrected, Citizens Bank added the {$19000.00} again, totaling {$69000.00}. They had doubled the {$19000.00} loan and added it to the total. The bank had also changed the term from a 15 year pay back to a 10 year pay back without notification. Payments went from {$370.00} to {$500.00}. Accruing interest from XX/XX/XXXX to XX/XX/XXXX with XXXX XXXX in which we had to pay the balance of {$49.00}. XXXX Bank had refused to pay the interest of their mistake.
The additional {$19000.00} was eventually removed and the {$50000.00} was restored, however the loan payment amounts and term had not been corrected. I am concerned with the financial harm this has caused my son and myself. Numerous hours of frustration and phone calls have been spent on this to date unsolved issue. Your assistance would be greatly appreciated.
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| 05/18/2022 |
Yes |
- Checking or savings account
- Savings account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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Hi, I am a victim of Identity theft, somebody withdrawing money from my XXXX checking accounts, so I froze them. I gave a complaint to FTC.gov and also a police complaint.
On XX/XX/22 and XX/XX/22 I received XXXX letters from Citizens bank. It appears somebody got into my dormant savings account using my SSN and presented XXXX counterfeit XXXX checks with forged signature ( {$5000.00} and {$2500.00} ). As I already froze that account, those checks returned back. That impersonator withdrew {$1000.00} even before the checks were returned. So my account went to a negative balance of $ XXXX XXXX x {$20.00} return check fees. Prior to this incident, this account only has XXXX cents and it has been dormant for a long time.
I immediately called Citizens account and reported about this fraud. Later as there was no response, I called multiple times and always they mentioned that somebody from claims department will reach out for me in 1-2 business days. No one ever called back and made multiple calls and it was the same answer all the time. They mentioned that there is no direct line to Fraud department.
On XX/XX/XXXX, they sent me a letter stating that they are closing the claim as per my request. I went to a local branch and mentioned about this and they mentioned that they will talk to regional manager. On XX/XX/XXXXbranch manager told me that they are helpless as the claim is closed and that deficit in the account is my responsibility.
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| 04/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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We entered a forbearance agreement as a result of lost employment because of the COVID-19 pandemic. We applied for a loan modification months ago. 60 days passed. We contacted Citizens and were told to not pay the mortgage while they had our application under review. Meanwhile, the loss prevention arm of the bank reported a missed payment to the credit agencies. We disputed. They denied the dispute.
We followed up again to inquire about the status of the loan modification. More than sixty days passed. They told us that our application had not been processed ; however, previously we were told to give them 60 days.
We never received word about the loan modification. We submitted by email and via their online portal. We paid the mortgage. XXXX will be the third month since coming out of forbearance.
We both are employed again and now we simply want to refinance to consolidate our loan to a 15 year mortgage, but we fear the late payment reporting will keep us from being able to achieve this goal.
The communication from Citizens Bank has been extremely misleading. They have not communicated about our loan modification, even though they verbally promise that we will receive notification " within a week '' each time we call.
We don't have a history of default prior to the pandemic. We feel as though their practices are dishonest and unethical. They refuse to listen to their own recorded calls, or follow their own policies.
Thank you.
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| 10/06/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Taking out the loan or lease
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Web |
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On XXXX/XXXX/2016 I purchased XXXX XXXX XXXX at the XXXX store through their upgrade program. Evidently at that time I also applied for a Citizens One personal loan for the cost of the Iphones and the XXXX XXXX policy. The personal loan application was not disclosed to me and I did not receive any documents or disclosures about the loan. On Sunday XXXX I received two emails from Citizens One that I was approved for two personal loans which completely surprised me. On Monday morning XXXX I called Citizens One and spoke to XXXX. She confirmed that I applied for two loans and was approved. She state that two credit checks were processed against my credit and that I authorized the application. I told her that I knew nothing about the application and requested she send me all my loan documents, disclosures and loan application clearly showing the terms and conditions of these loans. She told me this could not be done as they are a paperless company and that I would have to go online, set up an account and pull my documents which I have no idea how to do this. I asked to speak to a manager and she abruptly responded that a manager was not available. I requested that a manager call me as soon as one was available. I am still waiting for that phone call. All borrowers should have the right to understand loans issued by any banking institution. All disclosure documents including the application should be readily available to be sent to borrowers.
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| 07/31/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hello. I've been having problems with citizens One mortgage Company. Out of XXXX Rhode island main office. basically they are trying to deceive me into refinancing. I'm not getting a straight answer, I've been doing this for over three weeks trying to get them to explain the process of deferring payment to the end of the loan which is a program that was set out by XXXX XXXX as a XX/XX/XXXX.. this is a program to defer payment to the end of the loan without affecting current mortgage. I have asked to talk to a manager I ask for email. Especially when the representative have all given me misinformation or was not able to explain. I have faxed over information about the deferral program last week I have gotten no response. I have fact over to them, two other times, asking for a response. my loan number with this company is XXXX. The company representatives and refused to give me any email address or talk to any manager. also I've been put on a customer in a customer cube for a callback they do not return all their calls especially in the evening. And also they have stated and put information in the system saving that they call you and your phone was busy and none of that is true. my cell phone recorder is all incoming calls and I have a voicemail that set up. There are phone records of all my conversations with that company which shows I have tried to talk to the company, which is all on call log records under my loan number. XXXX XXXX
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| 12/30/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
Older American |
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Citizen 's Bank sent me a check for {$3.00} addressed to XXXX, a credit card I have but had paid in full in XXXX. I had no idea why a check addressed to them was sent to me, a bill that had already been paid the month before so I deposited it back into my account, and the bank subtracted {$3.00} from my account. They the charged me {$30.00} for overdrawing my account in XXXX. No matter how hard I tried, they tried to tell me that the withdrawal for money I had deposited was warranted. Had I just thrown it in the trash or sent it to XXXX XXXX, XXXX XXXX would have refunded me the {$3.00}. I am confused as to why a bank would mail me a check meant for a credit card company. The money I did not owe them then turn around and deduct the money from my account. I guess I should have thrown the check in the trash!
I have had nothing but trouble with this bank from being thrown out when I wanted customer service ( I had my XXXX, deaf registered therapy dog with me ), to a frozen ATM card they could never explain after waiting 45 minutes for customer service on the phone, an ATM card that never was replaced when promised, a promised {$200.00} rebate for putting {$200.00} a month in my savings to account 3 months in a row when their customer service said I was good to go for the rebate, etc. I am XXXX XXXX XXXX and this is no way to treat a senior on a fixed income.
XXXX has so many complaints they have one star for their customer service.
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| 12/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. On XX/XX/XXXX I sent a letter for inaccurate and unknown things on my credit report. It has been over 30 days and I have not received a response yet. I feel like I am being ignored and taken advantage of regarding my disputes. Fair Credit Reporting Act Section 611 ( a ) clearly states that a failure to investigate this item within 30 days gives reason to immediately update this item from my credit report. It has been over 30 days so they should be promptly deleted.I am distressed that you have included the information below in my credit profile and that you have failed to maintain reasonable procedures in your operations to assure maximum possible accuracy in the credit reports you publish. Credit reporting laws ensure that XXXX credit bureau report only 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be re-investigated. This has really caused me a lot of stress and strain and I demand that this account be fixed immediately or I will file for litigation. My information was also impacted by the XXXX data breach and may have gotten into the hands of the wrong person.
CITIZENS BANK XXX Date Opened XXXX XXXX, XXXX Balance : {$280000.00}
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| 05/29/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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On or about XX/XX/2019 I received a phone call from the Branch Manager of the Citizen 's Bank who informed me that there was suspicious activity on the joint account that I share with my son who is a full-time student away from home. She asked if I was aware of several check deposits that had been made and indicated that the bank was aware of certain scams that ask for bank info when signing up for apps or loans over the internet. I was unfamiliar with these scams and had not recently attempted to sign up for a new app or credit card or apply for a loan. We called my son who also stated he was unaware of the recent deposits, had not signed up for a new app nor applied for a loan. The Branch Manager stated that copies of the fraudulent checks would be sent to me and that the account would be suspended while they investigated further. At no time did she direct me to call to make a fraud claim or indicate that the account was accruing fees. By XXXX, I was receiving letters from Citizen 's stating that the account was overdrawn by {$300.00} and that fees would continue to accrue until paid. Further, this account was referred to collections. When I tried to reach the Branch Manager again, I was told she no longer worked there. I met with the Interim Manager who called on-line services and told me that, even though the checks were not made out to me or written by me, I would be responsible for this debt because they were mobile deposits.
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| 11/30/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
- Paying off the loan
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Web |
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After the death of my mother in XX/XX/XXXX, I learned of a home equity line of credit loan that she obtained in XX/XX/XXXX in the amount of {$100000.00} after receiving a statement from the bank showing a balance of {$52.00}, XXXX. I immediately went to the bank to inquire as to how she was able to obtain this loan since she did not own the home, it was transferred to me and my siblings in XXXX of XXXX. My mother continued to live in the home as she had a life estate. I was told by the bank representative at that time that he was unable to provide any information regarding the loan or the contract because the loan was in my mother 's name. He did say that as owners of the home, my siblings and I would have had to approve the loan and sign the contract in addition to her signature. He recommended I contact the loan servicing center to obtain additional information. After speaking with a customer service representative I was informed that the only information they could provide was to say that another loan she obtained in XX/XX/XXXX for {$53.00}, XXXX was paid off with this {$100000.00} loan. My siblings and I had no knowledge of either of these loans nor did we sign off on them allowing her to obtain them. We are now expected to pay off the balance of {$52000.00} but believe the bank was negligent in providing this loan without due diligence in obtaining ownership verification and that we should not be held responsible as a result.
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| 04/04/2016 |
Yes |
- Bank account or service
- Checking account
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Web |
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I opened a new bank account with Citizens Bank back in XXXX. On XXXX XXXX, XXXX they debited {$400.00} from my account, leaving me with only {$110.00}. I had bills and other things scheduled to come out of my account. I called to find out what it was and they told me that it was a charge off account from XXXX. I have never had an account with Citizens before. The XXXX number customer service, was not very helpful. In fact they were very rude. I was very upset about the whole situation. They told me there was nothing they could do and i could go into the branch and file a complaint/dispute. I went into the branch and found that Citizens had bought out Charter One. Back in XXXX, I would have a balance left owed to Charter One. Since opening the new account, i have not received XXXX notification, phone call or letter stating I had a charged off account with them and they were going to automatically debit my account. I wasnt even offered a chance to make payment arrangements. I understand it is my debt from 9 years ago and it something I owe. However, i feel its very deceptive to allow someone to open an account and then 4 months later without any warning or notice debit {$400.00}. I did file a dispute on XXXX XXXX, XXXX and still have not heard back about it. In resolution, i would like my money back and then set up payment arrangements. I had to borrow funds to make sure my bills were paid and i was not going to miss those payments.
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| 11/09/2015 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
Older American |
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On XXXX XXXX, 2015 I made an online ACH payment for my student loans. I called the Citizens Bank XXXX online teller system that evening to verify my checking account balance, and discovered that this transaction caused an overdraft of {$47.00}. Early the next morning I made a {$50.00} cash deposit around XXXX The deposit revealed my account balance was now {$2.00}. Later that evening on XXXX XXXX I again verified my checking account balance using the automated teller system. This time I discovered that the Citizen 's Bank XXXX had charged my checking account an overdraft fee of {$35.00}. I then asked to speak with a manager to find out why the bank charged a fee when my checking had a balance of {$2.00} earlier that morning. The manager, whose name is XXXX responded by telling me that the bank could charger a {$35.00} fee whenever they decided to. I do n't feel that I should have been assessed this fee, in addition to additional fees which followed, since the fee itself created an overdraft from the earlier balance. When I received my paycheck that Friday, XXXX XXXX. These amounts had been deducted. I would like to have the fees removed to resolve this issue. In addition, I did not opt to have the overdraft protection offered by Citizens Bank XXXX, so if my account did not have the funds when I attempted to make a student loan payment online, the transaction should not have gone through as payable.
led the toll free banking
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| 01/25/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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Since XX/XX/XXXX, I XXXX XXXX, XXXX of the late XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XX/XX/XXXX, a succession was done and i obtain the property and is still living in the home as of today. Well, I have been having lots of issues with the mortgage company Citizens Bank. I did a modification because I couldn't afford the amount of the mortgage because I'm on a fix income. The company said for 3 months ' pay a certain amount and then I did pay it. Now as of today the company is telling me that there is a " Lien '' on my mother 's home which i had no knowledge of until they told me. So, I went to the XXXX XXXX XXXX XXXX and obtained the document which states that there was no lien on the property and i sent Citizens the document email, postal mail, and fax. On XX/XX/XXXX i called to make a payment on the home and i was told not to because the modification is still pending, I was told to called back towards the end of XXXX, so I called, and I was told that the modification was cancelled. I couldn't understand why this had happened. So XXXX had been reaching out to help me navigate this problem. This company has been giving me the runaround about the modification. I provided all the info that they asked for and I can't understand why this company don't want to give me any answers. I feel like they are trying to take my home from me. We have been being in contact with the company every week since XXXX and still no answers. PLEASE HELP
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| 06/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2022 CITIZENS LOAN # XXXX CITIZENS Bank Timeline XXXX I sent my Instrument of payment in the amount of {$160000.00} to CITIZENS MORTGAGE Bank CERTIFIED MAIL. XXXX XXXX XXXX XXXX RI XXXX. TRACKING # XXXX.
XXXXCertified Mail was delivered XXXX I called to verify that CITIZENS has received my INSTRUMENT OF PAYMENT and spoke with XXXX XXXX ( ID XXXX ) and was told my INSTRUMENT was refused, I Stated the following below : UCC3-311 : Accord and Satisfaction ( a ) If a person against whom a claim is asserted li.e.
Us ] proves that ( i ) that person [ i.e. We ] in good faith tendered an instrument to the claimant i.e. Them ] as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( in ) the claimant lie. They ] obtained payment of the instrument.
..the claim is discharged if the person against whom the claim is asserted i.e. Us proves that the instrument or an accompanying written communication contained a conspicuous statement to the effect that the instrument was tendered as full satisfaction of the claim.
UCC3-603 : Tender of Payment ( a ) If a tender of payment of an obligation to pay an-instrument is made to a person entitled to enforce the instrument [ i.e. Them ] and the tender is refused, there is discharge, to the extent of the amount of the tender...
XXXX I sent a CONDITIONAL AGREEMENT CERTIFIED MAIL TO CEO XXXX XXXX XXXX XXXX TRACKING # XXXX
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| 04/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I made my XXXX mortgage payment of {$850.00} with XXXX mortgage Loan # XXXX automatic payment on XX/XX/XXXX. I made my XXXX mortgage of {$850.00} with XXXX payment by phone on XX/XX/XXXX. The loan was moved to Citizens Bank on XX/XX/XXXX.
My new mortgage account # XXXX showed that XX/XX/XXXX payment of {$850.00} as missing. I made my XXXX mortgage payment of {$850.00} on XX/XX/XXXX with Citizens Bank.
I recently found out by calling XXXX mortgage and speaking to XXXX ID XXXX that the XXXX representative that took my XX/XX/XXXX payment of {$850.00} made an error applying my XXXX payment to principal only not regular payment. This phone call had Citizens bank supervisor XXXX XXXX on the call along with XXXX Customer Service rep XXXX ID XXXX. XXXX XXXX contact info is XXXX and her direct number is XXXX XXXX XXXX.
I have made numerous phone calls to Citizens Bank mortgage customer service to correct this matter and no action has been applied. Their response is we only see your last payment on XX/XX/XXXX. I was on a joint phone call on XX/XX/XXXX with XXXX XXXX supervisor of Citizens Bank home mortgage and XXXX mortgage representative XXXX ID XXXX and they apologized for the error and promised this will be corrected ASAP. I called today XX/XX/XXXX at XXXX mortgage and they told me it can't be corrected and that Citizens Bank needs to correct this. So I am getting a lot of mis information and no corrective action for this error.
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| 12/24/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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I submitted a fraud claim for a check of mine that withdrew money from my checking account at Citizens Bank with a forged signature. The missing checks were tied to a car break-in that happened to me over two years ago. This check was cashed on XX/XX/2019 for {$600.00} and the signature on the check is clearly not mine when compared to other checks. On XX/XX/XXXX, I received a notice from the bank that they are denying my claim, saying that it was my fault that my checkbook which was inside a bag, hidden and locked inside my car was stolen. I'm not sure how much more secure a checkbook can be aside from being locked in a safe.
Furthermore, on XX/XX/XXXX, I've been notified another check has been cashed with a clearly different, forged signature for {$300.00} after I had already spoken with my bank to get my account frozen so that no further withdrawals could be made. The bank is still claiming the theft is my fault and requiring me to send a written letter to get the fraud case reviewed. I have called the XXXX Police Department to receive a case number for the forged checks.
It is unreasonable to place the blame on the victim of a theft for their property being stolen when checks require signatures precisely to ensure that people are not fraudulently using them. If the bank can not be expected to compare signatures on the checks to prevent the fraud, what is the point of requiring signatures for checks in the first place?
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| 03/12/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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XXXX XXXX account : The main concern I had during this process was that they acknowledged a complete application for their underwriter two times. At that point they have 30 days to make a decision ; which took them over three months. The reason was because escrow stated they did not have enough information to determine an escrow payment. One several occasion we provide all requested information in a timely manner and they acknowledge receipt and that it satisfied the request but still did not make a time decision. Their delays directly contributed to an increase in the escrow portion of the payment and further arears. They basis for not being able to offer a modification was because they could not make changes which would offer an affordable monthly payment, but if they had not delayed they payment would not have needed to me as high. Their internal processes prevented XXXX from being able to seek a fair solution and violated her rights as a borrower. the delinquency was due to an adjustable interest rate that changed after a 10 year lock in period ; which XXXX was not aware of and the payment increased from {$400.00} to over {$1000.00} a month. That XXXX met with a housing counselor as soon as the delinquency happened but because of the delays by the servicers the loan has fallen further behind and has been referred to an attorney which now makes the possibility of an affordable retention option difficult if not impossible.
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| 07/02/2021 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
Older American |
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I made a mobile deposit of an insurance check early on XX/XX/XXXX. Since it was a reputable company and a government account I was surprised the funds were not available the next day. I called the customer line at XXXX XXXX and was told they just needed to verify the check but it was scheduled to be released today. At XXXX XXXX I called back and was told it went through the fraud department and cleared and would be available by XXXX XXXX. I called again at XXXX and was told it cleared fraud and should be available anytime. I asked to speak to a supervisor because I needed to know exactly when. " XXXX '' got on the phone and said she put a 2 day hold on it. I wanted to know why and she had no explanation except because she could. When I explained the circumstances that my husband passed away last month and I needed the money she didn't care. She said the hold was staying. I asked to speak with her supervisor and she said she was the supervisor and the decision was hers to make. I asked to escalate the complaint and she said she was the escalation. At that point I became extremely upset and called her a bunch of names. She said if I really wanted to escalate it there was no one there but I could call the main office in Rhode Island. She gave me a phone number which turned out to be nothing more than a branch office. That branch office said they escalated a complaint to the chairman 's office. I'm not sure I can trust them now.
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| 09/26/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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On XX/XX/2023 approximately XXXX Eastern Time . I deposited an amount of {$1100.00} in Cash at the ATM of Citizens Bank Branch ( XXXX XXXX XXXX XXXX, Pa XXXX ) I always deposit cash in this ATM & this was the first time i had received a receipt stating we encountered a problem returning your cash. Please contact your financial institution I contacted them immediately. Even talk to the manager of that exact branch after they closed because she was still in the building. She stated that she already counted the money from the ATM and wouldnt do a re count until the next week. You can file a claim to receive your money.
I filed a claim and told customer service for the claims department. That i have a receipt that states there was an error with the ATM. My claim was denied not once but twice without them contacting the exact branch there error occurred and also without them providing a way to send them proof of my receipt.
I called customer service multiple times and they have yet to reach me after the required business days. Im late on my bills/rent due to them taking money back from me and i just want what Im owed and more core there inconvenience.
I called the exact branch this transaction error happened at and she stated the claims department never called us and they never do to investigate claims. So my question for the department how can you determine no error was made without contacting or troubleshooting the atm.
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| 02/02/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Struggling to pay mortgage
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Web |
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Citizens Bank XXXX XXXX XXXX, PA and their attorney has refused to provide information to resolve issues of payment of mortgage and has more then doubled amount owed. They have refused to respond to calls, emails to resolve. I have had the catch up money and they have refused to provide amount of money owed, justification, or accept funds to bring mortgage current and carried this out to double the funds owed on the amount. They are scamming people for financial gain and additionally lying about their practices and what they have done and stated. Need help asap. Thank you. They have avoided and refused to take payment and have lied the entire way through. Contacted an attorney to assist. His was response was that he has hundreds of this situation and the bank does not want the money, they want the house because they feels its worth more than what is owed on the home. Each bank department puts you on hold and transfers you to other departments, which no one has an answer to the case or why no one had a number to bring the mortgage current. They decided to hire an attorney instead and refused to speak to their customer. The attorney is a debt collector who additionally refused to work with customer. I have offered the {$5800.00} to cure the account, bring it current and adding autopay here out, and they refused the money. They are scam artists and are robbing their customers. This includes the bank and their hired attorney.
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| 02/01/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
Servicemember |
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I received a settlement check from my attorney on XX/XX/23, due to a minor accident. I went to the Citizens Bank branch to deposit the funds into my account, and I was told by the Banker the check looked fake and he couldn't deposit it, and if my account overdraft it would be sent to collections. Knowing that my check was not fake, I decided to go home and mobile deposit the check instead. Today, when I opened the account mobile app, it wouldn't allow me to log in. That's when I went to my computer and decided to log in from there and I was able to see that the check is still on hold, no funds were available to use. I asked the representative the reason behind the hold, she advised that the check seem fake. I advised her that it is not fake it is a settlement check from an Attorney 's trust account. I was told I will have to wait for the bank to clear it on XX/XX/XXXX. I have bills to pay and not being able to use money, and also being told the check is fake is hurtful. Those statements come from a pattern of discrimination against people of XXXX and bank institutions. Citizens bank has a history of XXXX profiling. I would not stand to be another victim. XXXX XXXX do not get treated the same as XXXX when trying to send a check into the account. To be rejected from depositing a check that was provided to me by an attorney at the branch is unfair and discriminatory. I will also like to file legal complaints regarding this.
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| 10/10/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
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- Problem with customer service
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Web |
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Hi I have ran into a problem on more than one occasion most recently being XX/XX/2023 at citizens bank located in XXXX XXXX XXXX XXXX XXXX XXXX My weeks pay generally arrives late by mail on XXXX so I go to bank that does businesswith my employer so I can cash the check. When attemptingto do so the teller refuses to cash the check and tells me that I'm doingnothing wrong on my end and that my employer needs to do something in order for me to cash the check. I reply so what am i supposed to tell my employer to do because I can not let this happen again in the future. The teller explains to me that work will know what needs to be done on there end but she can not share that information with me to share with them. I then replied that I was upset with the process I also let her know the last time this happened all I did too fix it was go to a different Citizens bank to cash the check and why she was unable to do so. Her next answer did not make sense either. On this day I also went to differentcitizens branch and was able to cash same check that was deny cashing 20 mins earlier at said location. Im notsure if this a work issue a bank issue or both. But i am sure this is not a fraud issue i am in the bank every week they are aware I am there to cash a check and have no interest in opening an account. I provide ID and hand them a signed check issued from my employer city of XXXX and there bank please help fix this mess thanks
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| 11/06/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
Older American |
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On XX/XX/XXXX I noticed on my online banking account that XXXX was moved fromy savings account to my checking account I didn't do it I called the online banking support number and told them they saw it and said they put the money back so I looked again on the XXXX and all the money was gone I called back on the XXXX of XXXX and opened a claim XXXX XXXX later I got a denial letter in the mail without ever speaking to anybody from the fraud department this is citizens bank so I called number on the letter for XXXX days being on hold for at least XXXX each time before hanging up I went to the branch office and changed all my accounts I asked the customer relations person to reopen my claim she said she did this and I would receive a call from the fraud department a week went by I tried to call her back and emailed her and got no response so I called the online banking service number again they told me that the claim wasn't reopened! so I reopened it and had it expedited I spoke to a person and her supervisor who told me I would receive a call within XXXX and she would personally calle back to make sure they called me back they didn't call and neither did she I called back and reopened my claim again on XXXX the XXXX it's been over a month of getting the run around and not getting my money back this despite being told that it was blatant fraud someone hacked into my online bill pay account and sent checks to a different bank
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| 11/28/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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On XX/XX/2023 between the hours of XXXX and XXXX my wallet was stolen from my unlocked car in the parking lot of XXXX XXXX XXXX XXXX XXXX RI . Four debit cards from Citizens Bank and three credit cards were stolen. By the time I realized I had been robbed all four of my Citizens accounts were completely drained of every dollar. All four accounts were overdrawn. A merchant by the name of : XXXX XXXX XXXX had continuously charged all four of my accounts until every account was empty.
Of course, I immediately froze all of my accounts. I went to my local Citizens Branch and one of the managers submitted four official fraudulent cases, one for each of my accounts compromised.
After ten days Citizens accepted two of the four fraud complaints and returned my money, but they did NOT accept the fraud complaint for the other two accounts. This arbitrary and incorrect decision was made in spite of the fact that the *same fake merchant* robbed all four accounts with very similar dollar denominations. It is so clearly and obviously fraud on all four accounts.
I submitted a complaint to Citizens and asked them to reopen the unaccepted cases to see that the same fake merchant had wreaked havoc on *all four of my accounts* during the same timeframe.
There is no way that two of the cases are fraud while the other two are not.
It's the same fake merchant in the same time frame draining all four accounts until I had no money left.
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| 06/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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XX/XX/2022 CITIZENS LOAN # XXXX CITIZENS Bank Timeline XXXX I sent my Instrument of payment in the amount of {$150000.00} to CITIZENS MORTGAGE Bank CERTIFIED MAIL. XXXX XXXX XXXX XXXX RI XXXX. TRACKING # XXXX.
XXXXCertified Mail was delivered XXXX I called to verify that CITIZENS has received my INSTRUMENT OF PAYMENT and spoke with XXXX XXXX ( ID XXXX ) and was told my INSTRUMENT was refused, I Stated the following below : XXXX : Accord and Satisfaction ( a ) If a person against whom a claim is asserted li.e.
Us ] proves that ( i ) that person [ i.e. We ] in good faith tendered an instrument to the claimant i.e. Them ] as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( in ) the claimant lie. They ] obtained payment of the instrument.
..the claim is discharged if the person against whom the claim is asserted i.e. Us proves that the instrument or an accompanying written communication contained a conspicuous statement to the effect that the instrument was tendered as full satisfaction of the claim.
UCC3-603 : Tender of Payment ( a ) If a tender of payment of an obligation to pay an-instrument is made to a person entitled to enforce the instrument [ i.e. Them ] and the tender is refused, there is discharge, to the extent of the amount of the tender...
XXXX I sent a CONDITIONAL AGREEMENT CERTIFIED MAIL TO CEO XXXX XXXX XXXX XXXX TRACKING # XXXX
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| 09/29/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
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- Trouble using your card
- Credit card company won't increase or decrease your credit limit
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Web |
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Activated credit card XX/XX/XXXX. First purchase of {$23.00} was on XX/XX/XXXX and posted XX/XX/XXXX. XXXX XXXX call from Citizens Bank that I was past due and owed {$53.00}. I never received the statement and was told by XXXX XXXX that I owed {$53.00}. I went to make a check by phone and asked her what the XXXX was for and she told me she wasn't sure other than that's what the screen told her. I said I never got a statement and she would request a new one. On XX/XX/XXXX my card was declined because Citizens lowered credit line to {$400.00} from XXXX because I never made payment. So Citizens purposely put in a billing cycle on the XXXX and never mailed the statement. I spoke with a supervisor today and wanted her to listen to the call. She advised that it is internal property and she has no idea why they were requesting the {$53.00} and I don't owe anything for {$30.00}. I call the automated system and it states I owe XXXX. I haven't received now XXXX pieces of mail. First one advising the statement, second requested statement, credit line decrease, and next statement. I asked to get my credit line reinstated because of the error or lost mail and now I need a hard pull on credit and it can take 7 days. I asked for XXXX resolution and I have to write a letter to the XXXX of the board. I am upset because they can't tell me the XXXX is generating. I also lost my credit line which means another hard pull and still no mail.
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| 01/10/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem with additional add-on products or services
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Web |
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Citizens Banks has engaged in a pattern and practice of lending consumers " overdraft '' lines of credit at exorbitant interest rates to its customers with no notice of such loans, and no prominent disclosure of the interest rate at which such loans are made. Citizens then lets the loans languish while the consumer has more than enough funds to pay the loans off. Citizens has been able to do this by encouraging the use of " paperless '' statements. In my personal experience this has happened on several occasions to the point where I finally cancelled the overdraft feature of my account in XXXX of XXXX. I was certain I had paid the full outstanding amount of any overdraft loan at that time, when approximately two years later I learned that I had yet another overdraft outstanding balance from XXXX. I have been caused to pay {$1000.00} on this {$2000.00} loan in the course of two years when I easily could have paid it off. I am on the phone now with Citizens Bank ( have been on hold for one hour ) and they are telling me that I have to GO TO A BRANCH to pay the overdraft loan when I have {$34000.00} in my account. I need to pay the {$2000.00} immediately because I am applying for a mortgage and will suffer irreparable harm if I am preventing from doing so. I believe Citizens is intentionally making the repayment of such amounts so they can continue to profit from the unfair, onerous interest amounts they charge consumers.
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| 08/23/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
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Web |
|
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Citizens Bank overdraft policy " it's up to the discretion of the bank '' that is the explanation given by someone in the chairman 's office. This makes it impossible for the average person to understand when an overdraft will occur. In the past six months I was overstaffed even when I opted out of the program Credit card payments made within 30 seconds of each other one was paid one was initially paid but returned 2 days later.
Money spent on games can be denied but after an hour allowed Bank charges {$6.00} per day while account is overdrafted Several Payments made have been charged overdraft fee and a returned payment fee when they are retroactively returned Payment types can be denied one month allowed the next month Scheduled payments like newspaper subscription always allowed.
The overdraft policy of " it's up to the discretion of the bank '' means the rules are fluid and not predictable. My XXXX makes me impulsive and the fluid rules make it harder to manage money. The end result is the bank collects hundreds of dollars each month. I haven't changed banks because I was trying to solve problems as a customer but with overdraft occurring even when i opt out of program I have no choice but to find another bank of keep money under mattress. Clearly the fluid rules that change from month to month make it impossible to manage overdraft and the daily overdraft account feed only add to the banks take from my pension.
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| 08/12/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
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Web |
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Citizens Bank N.A., HELOC lender, did not notify me by email, phone, or hardcopy requiring signature of impending adverse reporting to credit bureaus when automated payment on the loan failed. In doing so, bank violated the notice requirement of the FCRA. Bank had been notied of very poor USPS rst-class service at my address, which made reliance on this means of communication unreliable and undesirable, but bank continued to use this means exclusively, although it had my email address and phone number. Bank continued to report nonpayment on the loan to credit bureaus monthly for almost two years, destroying my credit record. I discovered this only when I received a foreclosure threat from the bank 's attorneys, which I did receive. This has now happened in two sequences. On the most recent occasion, the nes charged were around {$1000.00}. Bank 's online systems also keep changing without notice. The last website through which I set up automatic payment on the loan is not online ( its domain name does not resolve ). The loan portal site suggested by XXXX XXXX redirects to a site that's not online when " Home Loan '' is selected from the portal 's menu. As a result, I don't even know how to render either the past-due or future amounts. My account on the original website from which it was administered was closed without notice on a prior occasion. My request to speak to " the Chairman 's Escalation Ofce '' was rejected.
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| 06/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
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XX/XX/2022 CITIZENS LOAN # XXXX CITIZENS Bank Timeline XXXX I sent my Instrument of payment in the amount of {$350000.00} to CITIZENS MORTGAGE Bank XXXX MAIL. XXXX XXXX XXXX XXXX RI XXXX. TRACKING # XXXX.
XXXXCertified Mail was delivered XXXX I called to verify that CITIZENS has received my INSTRUMENT OF PAYMENT and spoke with XXXX XXXX ( ID XXXX ) and was told my INSTRUMENT was refused, I Stated the following below : UCC3-311 : Accord and Satisfaction ( a ) If a person against whom a claim is asserted li.e.
Us ] proves that ( i ) that person [ i.e. We ] in good faith tendered an instrument to the claimant i.e. Them ] as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( in ) the claimant lie. They ] obtained payment of the instrument.
..the claim is discharged if the person against whom the claim is asserted i.e. Us proves that the instrument or an accompanying written communication contained a conspicuous statement to the effect that the instrument was tendered as full satisfaction of the claim.
UCC3-603 : Tender of Payment ( a ) If a tender of payment of an obligation to pay an-instrument is made to a person entitled to enforce the instrument [ i.e. Them ] and the tender is refused, there is discharge, to the extent of the amount of the tender...
XXXX I sent a CONDITIONAL AGREEMENT CERTIFIED MAIL TO CEO XXXX XXXX XXXX XXXX TRACKING # XXXX
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| 09/30/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
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Web |
Older American |
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In XXXX of XXXX my property at XXXX XXXX XXXX, XXXX, MA was refinanced with Citizens Bank for a traditional mortgage in the amount of {$86000.00}. At the time I had two loans with Citizens, a home equity loan and a home equity line of credit. Both were paid off at the closing on XXXX XXXX, 2012. In the process of applying for a new home equity line of credit with a local bank a title search was done. The title search shows that two loans ( one home equity loan and one home equity line of credit ) which were paid of in XX/XX/XXXX were never discharged by Citizens Bank.
This has created a delay in the process of obtaining a new home equity line of credit and is impacting my family because part of the new home equity loan was meant to be gifted to a family member to use as a down payment on the purchase of a new home. Because of this issue everything is on hold at this time.
I found out about this problem on Tuesday, XX/XX/XXXX, and I have since reached out to Citizens Bank multiple times. I have spoken with several people. I met with the local branch manager ( Greenfield, XXXX ) who helped as much as she could. My issue has been " escalated '' and I am supposed to hear from someone in the next few days, but I am running out of time. This needs to be resolved quickly.
I have two reference numbers that might be helpful - a case # XXXX and a Customer Care ID XXXX. I can be reached at XXXX or through email at XXXX.
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| 09/22/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
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|
Web |
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Dear CFPB, Citizen 's Bank is not adhering to the protection order for credit reporting under the statute below, SEC, 4021 Credit Protection During Covid-19. ( I contacted their customer service on a recorded line on 9/1/2023 ; they seem not to know the Credit Protection allocated to individuals whom the COVID-19 pandemic has impacted. No delinquency can be reported to the following credit agencies until after my account 's XX/XX/XXXX due date.
CITIZENS BANK XXXX XXXX XXXX XXXX CT XXXX Phone # : XXXX Account # : XXXX Date of communication : XX/XX/XXXX {$4700.00} Status before the Covid-19 Pandemic : NEVER /LATE Credit reporting We're required by the Fair Credit Reporting Act to report all account information accurately to the consumer reporting agencies.
XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX innovis.com SEC, XXXX Credit Protection During Covid-19. ( Please review the attachment - 120 days after the end of the Pandemic, all creditors must refrain from reporting delinquency or modifying terms up to 120 days after the end of the COVID-19 Pandemic. ) Please review the official start day of COVID-19 by the World Organization of Health ( XXXX XX/XX/XXXX ) Please check the official end day of COVID-19 by the CDC - ( the Covid-end date was XX/XX/XXXX ) Regards, XXXX XXXX XXXX XXXX
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| 02/26/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Banking errors
|
|
Web |
|
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I signed up for a checking and savings account at citizens bank on XX/XX/XXXX with the promotion as detailed below : " Get a bonus of {$300.00} when you open a new one deposit checking or Platinum checking account and make a direct deposit of {$500.00} or more within 60 days Get an additional {$200.00} when you open a new green savings or platinum savings account with a minimum of {$15000.00} not currently on deposit with Citizens Bank and maintain that balance for 3 months ( this must be the initial deposit according to comments ) Get an additional {$100.00} when you do both '' I have been credited for the checking account portion of this promotion, but have yet to receive the other {$200.00} & {$100.00}.
I have contacted citizens bank on numerous occasions to get this resolved, but they have not credited the account in accordance to the stipulated pay out date which was listed on the application.
I have contacted citizens bank via their online Secure Messaging portal on various occasions over 3 months for a total of roughly 15 messages. I have contacted them over the phone on XX/XX/XXXX, which they did not answer the phone and again this morning on XX/XX/XXXX which they hung up on me after 47 minutes on the phone.
Citizens bank should credit my account for the correct portion of the bonus as stipulated in the application and as I have met all of the terms.
This is unacceptable and not what I signed up for.
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| 01/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
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I called my mortgage XXXX ( citizens ) on XX/XX/XXXX to find out how much to pay off my loan. I was told it was XXXX including a recording fee to release the lien. I asked if i could pay that right away and was told i had to either mail a cshiers check or authorize them to take it from escrow. I immediately authorized it from escrow. The woman said no probelm she would make that happen right away. About 3 weeks later I received a late notice. I called Citizens back on XX/XX/XXXX to find out why I received a collection notice. I was told that the person who i spoke to a month prior didnt do it right and he had to remove the late fees and then the next day he would set it up to be taken out of escrow. On XX/XX/XXXX I received another late notice and called to be told it still wasnt done and they didnt know when it would be processed. I explained i needed it done ASAP so I wouldnt have the additional property to be processed by my accountant in XXXX taxes and would cost me more money. Again, sorry but theres nothing we can do. On XX/XX/XXXX I filed a public complaint on XXXX regarding the terrible customer service of Citizens and someone reached out. Assured me that they would get my info to the manager of customer service and get it handled. I still have a balance as of today XXXX. I called into them and was told by the auto attendant that i am late with my payment and have been on hold for a person for 34 mins now.
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| 04/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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Web |
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I was in XXXX on XXXX WITH XXXX in XXXX for XXXX year and my automatic withdrawals were still processing- the bank knew i was in XXXX knew i was in XXXX and knew that i had no way to respond, or any way to stop the situation and yet charged me horrendous fees, and then closed my account as a charge off due to the fees. I WAS SEVERELY AFFECTED BY PANDEMIC AND INSTEAD OF BANK PROTECTING MY ACCOUNT AND MY CREDIT THEY WERE ONLY CONCERNED OF THEIR OWN MONEY MAKING SCHEMES AND RUINED MY CREDIT. NO ONE CAN PUNISH ME NOR MY CREDIT FOR BEING XXXX IN A XXXX AND AFFECTED BY A GLOBAL PANDEMIC. IN ADDITON - HOW COULD I HAVE POSSIBLY FIXED THIS ISSUE IF I WAS BASICALLY XXXX IN XXXX AND CONTAGIOUS WITH XXXX AND XXXX XXXX XXXX XXXX XXXX XXXX.. SOMEONE EXPLAIN? THE MERE FACT THAT I SPOKE TO THE MANAGER AT THIS BANK AND INSTEAD OF HIM RESOLVING IT AND EXCUSING ALL THE CHARGES HE ARGUED THEY WERE LEGITIMATE AND MY PERSONAL SITUATION HAD NO BEARING ON THEIR BUSINESS. THE CARE ACT FOR PANDEMIC STATES THIS CAN NOT BE DONE, I WANT IT IMMEDIATELY REMOVED FROM XXXX XXXX, IN ADDITION THE FEES ARE WRONG I WANT THEM DISPUTED AND REMOVED AND I DEMAND MY DEBT CLEARED AS THEY TOOK THOUSANDS AND THOUSANDS OF DOLLARS WHILE I WAS XXXX XXXX XXXX XXXX. THIS BANK IS ALSO XXXX TO ANY ONE WHO IS NOT OF XXXX ORIGIN AND TREATED ME LIKE TRASH EVERY TIME I WENT IN THERE. I DEMAND THIS RESOLVED - FEES CANCELED AND REMOVED OR I WILLL SUE AND GO PUBLIC.
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| 10/02/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Repossession
- Lender trying to repossess or disable the vehicle
|
|
Web |
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my car was XXXX at the end of XXXX when I was out of town on a vacation fell behind after XXXX paid {$3000.00} what I know at the time was way more then I owed my payment are {$540.00} but before my car was XXXX and before I fell behind I was never late. citizen auto loan put my car on a chargeoff status making that I have to call in my payments now there are missing payments on there end and now they saying Im XXXX behind and im not I spoken to some at the begining of XXXX I was around {$1700.00} behind made a payment of {$540.00} bringing it down and was told then I would owe {$1100.00} I spoken to a lady and told her I will be making another call in payment of {$540.00} on XX/XX/XXXX on XX/XX/XXXX they tried to take out that payment causing it to bounce I called on the XXXX to try to make that payment and rudely told I was XXXX behind owing {$2700.00} and that I was missed inform as I went back in my payment history with them im not im only XXXX they received payments on XX/XX/XXXX of {$3000.00} to get the car back missed XXXX XXXX was XXXX payment of {$220.00}, {$130.00}, {$220.00} {$100.00} XX/XX/XXXX made a payment of {$220.00} XX/XX/XXXX made a full pay and on the XXXX they refused the of {$540.00} saying I had to pay {$2700.00} to keep my car. ever since I had my car repo I don't get a email of posted payments I only owe {$1100.00} with a 10 day grace period to clear up. told them ill pay every XXXX weeks.
|
| 12/13/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
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Web |
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I check my balance and it stated I had around XXXX left in my account and everything went thru so I rented a movie from XXXX.after I returned the movie my balanced read it was in the negative XXXX.then a few hours later the XXXX charge disappeared from the report and now my balance was at around negative one.then the next day it stated I was at a negative XXXX.so I was afraid to put any money in till I figure out what is going on with my account.when I was able to speak with someone they said that my XXXX charge reversed itself and the XXXX charge must have been pending.i told them that on my end the XXXX went thru and I was afraid to put in any money cause I was n't getting the right balance.they automatically assumed that I do n't keep a written log and know how to budget my finances is what the problem was.i told them that 's not the case and if I was getting the right information I would have fix the problem before any fees occurred.so they told me that they would take off the XXXX overdraft fee however they ca n't take off the other fees.i told them I need the other fees taken care of but they refused to do anything about it.i do n't appreciate how they treated me.they should of been able to taken care of all the fees and look into what they could do so it will not happen again.i do n't like how they assume that I do n't know how to budget and they did n't do anything g to report the issue so it could be fix.
|
| 09/07/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
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After talking to two bank representatives that if I made a deposit, that my funds would be available the next day, I deposited my paycheck in the amount of {$1800.00} into Citizen 's bank on XX/XX/2018 at XXXX. Well to my surprise only {$200.00} was released to me the next day. My funds were on hold. The week before the deposit I had opened an online account with the bank and an online representative had also told me funds would be available the next day.. I agreed to terms and conditions, but nowhere in it have I read that my paycheck would be on hold for 5 business days, who would have agreed to such a policy knowing you would need your money? On XX/XX/2018, I went into the bank and spoke with XXXX who told me my paycheck was on hold until Monday XXXX XXXX. When I asked her can't they call the bank the check is written on to verify the funds, she told me they don't do that anymore due to privacy rights. I find this so hard to believe knowing the day of technology that we live in.
As of the date of this complaint, XX/XX/2018, I have been without my paycheck for 7 days now and my bill collectors don't care that it is for 5 business days! I feel as if this bank is punishing me for whatever reason. I have heard of banks holding funds for 3 days but 5 unbelievable! I even asked XXXX on XX/XX/2018 if I could just get my check back and she stated probably already gone through the process once scanned, but wasn't sure
|
| 10/23/2015 |
Yes |
- Bank account or service
- Checking account
|
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|
Web |
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I recently opened XXXX checking and XXXX savings account with Citizens Bank in Massachusetts. XXXX checking account was for a business and XXXX checking/savings account was for personal use. To open the accounts, I deposited XXXX checks totaling {$22000.00}. XXXX of the checks I deposited was a cashiers check in the amount of {$7500.00}. For whatever reason, Citizens Bank decided not to use the funds from the cashier 's check to open the accounts and used XXXX other personal checks instead. These personal checks, totaling another {$7500.00}, were not honored by the bank they were drawn upon. I spoke with the person that wrote the checks and he confirmed that the monies are definitely in the account and available. He suspected that they may have expired which caused them to bounce. I am now being told by Citizens Bank that they intend to charge me {$40.00} in fees due to these checks bouncing. In addition, they are placing a hold on all of the other checks that were deposited including the cashiers ' check. When I asked why they did n't use the cashiers check first they could n't answer and stated that they have a hold on these funds. Were they to use the cashiers check first, I would not have had any issues and would n't be charged the {$40.00} in fees. I would like to know why the cashiers check was not deposited first, why there is a hold placed on the cashiers check and why I 'm being charged {$40.00} in fees.
|
| 03/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
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|
On XX/XX/2023, visited XXXX, VA branch and requested account opening for small business, sole proprietor checking account, in response to a promotional advertisement for {$500.00} opening account bonus. Upon discussing with the Branch Manager and an associate, they agreed to open account and informed me of a special interest rate. Upon disclosure of the {$500.00} promotion, the demeanor of representatives changed and they informed me that a promo code was needed. After providing the terms of the promotion, attached with complaint, and pointing out that the fine print eligibility did not contain such language, they continued to argue with me about the bonus not being paid once terms were met. Regardless, I informed the representatives that I would like to proceed, and that if bonus failed to be paid after all terms were met, I would escalate at that time. The associate then began the account opening process, obtaining all required information to complete the account application. Upon nearing completion, Branch Manager, came back to advise that I would not be paid the bonus. Upon asking for this statement in writing, and advising that it an illegal practice to advertise terms and not honor them, Branch Manager, terminated the application process and I advised that I would file a complaint with CFPB. This complaint serves as that promise and to outline the illegal activity this financial institution is undertaking.
|
| 12/08/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
|
|
Web |
|
|
As consumer and natural person, was denied when I applied for credit by CITIZENS BANK, N.A on Loan Number ending XXXX XX/XX/2022. Adverse action against a consumer is AGAINST THE LAW according to the Equal Credit Opportunity Act which is codified in 15 U.S.C XXXX.
CITIZENS BANK, N.A are subject to criminally liability for violating 15 U.S.C 1691 as I have proof that I was XXXX against by CITIZENS BANK, N.A. due to the response I received. CITIZENS BANK, N.A is in violation of 15 U.S.C Code 1642. U.S.C 1681m and 12 cfr 1002 because I, the consumer, made an application in good faith, but credit was not issued.
Furthermore, because my social security number ( credit card ) was used, and I received NO benefit. This is proof of fraudulent activity ( UNAUTHORIZED USE OF CREDIT CARD ) on behalf of CITIZENS BANK, N.A. I, the " consumer '', '' principal ', " surety '' '' beneficiary '' of the application. The loan should've been approved.Citizens One XXXX XXXX also monetized the application.
Citizens., NA XXXX XXXX is in multiple violations.15 U.S. Code 1602 ( i ) in regards to using my SSN which is a credit card. The application that was filed is also being securitized and proceeds have been made without my knowledge.
15 usc 1601 ( TILA ) Credit 15 usc 1692 ( FDCPA ) -Debt 15 usc 1681 ( FCRA ) -Consumer reporting/reporting/reports.
15 usc 1691 Equal Credit Opportunity Act Aka Discrimination from your creation.
|
| 11/23/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
I purchased the car in XX/XX/2020 first payment due in XXXX of 2020 However i never received any paperwork with an account number any way to make payment no statement book no monthly statement. I called several times and they could not find my account due to a clerical error in the social security number. I was finally able to get through to resolve the problem in XXXX after calling both the local offices in which they could not do anything as they could not do anything with car loans and the customer service number could not the account. The agent i spoke with in XXXX advise he would waive the XXXX late fees plural fees from my account due to not getting statements and not able to resolve this issue prior. The second late fee which was from XXXX was not waive. Now the company is saying they will not waive it even though their agent advise they would. I have spent many hours trying to resolve this and kinda feel now im owed more than the XXXX late fee to be waives as I make XXXX an hour and have spent hours in trying to get this back on track i pay every month and i pay more than what the amount is due. This fee resurfaces on my XXXX bill increasing my amount due. As i full understand it is just XXXX but for me it is principle of the matter that the agent advise they would waive the fees. I work for a bank and we would waive the fee due to our agent providing misleading information to the cardholder or customer.
|
| 09/23/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
|
|
Web |
|
|
I tried to purchase a XXXX XXXX XXXX via the products page. One of the options for purchase was " XXXX XXXX XXXX '' which was supposed to bundle the console, the service, and the XXXX XXXX XXXX service into one monthly payment. The payments would be done via setting up a personal line of credit via CitizensOne and then you would make monthly payments on it.
The issue is that when the XXXX 's ran out of stock, they did not stop accepting applications, and the application is done before it checks stocking levels. So you end up applying for, and receiving, a {$0.00} line of credit. Which means I am now going to take a hit on a credit report that I was only willing to take because I thought I could get the product.
To put this in another way, it'd be like walking into a cell phone store with the intent to sign up for service. Then when you are signing up the ask if they can pull your credit for the device equipment plan you would like to set up. Then immediately after pulling your credit, they say, " I'm sorry we aren't signing up new customers right now, have a good day ''.
WHY DID YOU PULL MY CREDIT THEN?! Why do I have to be financially impacted due to what basically amounts to malpractice in coding. Check stock levels THEN send to signup page, and before submission, check stock levels one last time to make sure the customer can even attempt to purchase what they are signing up for a payment plan for!!!!
|
| 04/17/2017 |
Yes |
|
- Customer service / Customer relations
|
|
Web |
Older American |
|
XX/XX/XXXX we had an engagement party on our daughter. I called Citizens Bank 2 days before to be sure my Mastercard credit card was all set to use. There was a {$60.00} balance on it. They told me it was all set. When we went to use it at the end of the party we were told it was declined. The whole situation was totally embarassing. On Monday i went into Citizens Bank in XXXX, RI. They reported the instance and assigned a case number. Months went by and no one got back to me. I called a couple of months ago and that call prompted them to look into it. They called it human error. Evidently, when I called to be sure the card was fine we got talking about a better card which may carry points. Well because of the conversation they closed my current credit card and reissued a new one which i received in the mail 10 days later. They never told me they were closing my present credit card. Also when I went into Citizens Bank on that Monday the representative there told me a person can carry as many as XXXX Citizens Bank credit cards. We have had a credit card with Citizens Bank since 1972. This is all recorded and they are calling it human error and for them that is the end of it. Well for me it is not ; we were totally embarrassed in front of the family members and new family members. Everyone new there was a problem with payment. You can explain all you want but you know they are looking at you saying " Yea Right. ''
|
| 09/06/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Called CitizensOne to request removal of PMI after viewing XXXX % LTV on mortgage statement website. We received denial letter because " Loan is not at XXXX % LTV '' letter states " XXXX Appraised value and current XXXX balance which is XXXX % LTV. Also instructed to bring balance down to $ XXXX which is XXXX % LTV?! '' When we questioned CitizensOne the rep said the XXXX is a mistake and they need to use an AVM from earlier the same year. They also said I would need to provide the full XXXX appraisal, which had already been used as a means of denial for PMI removal.
The same letter also stated that I could order a new full appraisal at my own expense, from XXXX ( and only those XXXX ) companies. Research shows several fraudulent cases on both companies specifically centered around housing appraisal fraud.
I do not feel comfortable, and i feel I am being forced to use XXXX of these XXXX MORTGAGE COMPANY suggested appraisal companies.
Multiple phone calls have yielded phone calls and voice mails, each with more incorrect data. We also have copies of XXXX conflicting voicemails regarding the same loan with different amounts as balances. We are going off the letter from Citizens One, which reflects the closest to our online statement.
Customer service rep also made remarks about me being an XXXX and that this seemed " suspicious '' I explained I was not an XXXX at Citizens or a subsidiary for several years now.
|
| 11/16/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
Opened a fraud claim on XX/XX/2023. For the amount of XXXX. I had instructed the countless representatives that I had tried to get in contact with the service provider and they told me that they would not give me anything back. I contacted Citizens bank and disputed the charges and let them know what happened and also that I found that my phone was stolen and XXXX payments were made without my knowledge or consent ; so I disputed those as well. Ive waited for XXXX weeks and the bank closed my claim because they said I needed to reach out to XXXX XXXX and XXXX directly, but I had already instructed the representatives probably 5 or 6 times previously that I had done my due diligence several times, and no one would speak to me and no one would return my money. But I did reach out to them already and they kept advising me to contact my bank. I left numerous notes with the bank and they just cast me to the side and the supervisor told me to go to small claims court. But the whole thing is I cant get ahold of the merchant so small claims court is not an option and I cant locate them. And the representatives I spoke with did not listen to me and I was told that whoever filed my claim previously had disputed other transactions like direct deposits and other things that I did not tell them to dispute. That just shows me that the bank did not do right by me and did not care that I am struggling and did not listen to me.
|
| 04/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Applied jointly in late XX/XX/XXXX for mortgage refinance with our bank of 30 years, Citizens Bank. Seemingly intentional delay of processing for months, then when final employment verification was finally sent for one of us in XXXX, employment conditions had changed due to XXXX developed. Loan was denied. We are well-qualified for the loan. Asking for XXXX on a XXXX home that is almost paid off ( XXXX cash out & some payoffs included ) One of us developed serious XXXX issue ( XXXX XXXX ) that led to going on XXXX XXXX while waiting for this refi to get processed. Loan officer and local branch manager were asked to to consider upcoming XXXX XXXX payments as income but ignored and loan denied. Loan was reprocessed at significantly higher rate and fees with only other spouse-we were told it was only option. That loan hasn't closed yet.
XX/XX/XXXX we were accused by phone of misrepresenting employment verification in XXXX ; the transition to XXXX hadn't even occurred yet then and we thought we'd be continuing in regular position with accommodations at that time. That ended up not happening, but didn't know that then.
We've shared concerns with local and regional managers at Citizens, as well as the CEO. I was told XXXX weeks ago by CEO 's office that they were investigating, but no information has been shared since. Local and regional management basically ignored the issue and pushed higher cost loan forward.
|
| 01/17/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
A checking account was opened XX/XX/XXXX for a Living Testamentary Trust to care for a person during his lifetime. At his death the remainder of the Testamentary Trust was to be returned to the Living Trust. This person died on XX/XX/XXXX. There was a balance of {$15000.00} at the date of death. This money remained in the account until the estate was settled. Upon contacting the bank on XX/XX/XXXX I was told that the account had been closed as it was overdrawn. The funds were slowly depleted fraudulently from XX/XX/XXXX through XX/XX/XXXX until the Bank closed the account for being overdrawn. The fraudulent withdrawals were debit card purchases and ACH charges. The Bank has refunded the {$660.00} of debit card purchases. We were told that there will be a check coming for {$3400.00} from one of the ACH charges, but it hasn't arrived. There are {$4200.00} XXXX charges that were denied. I have contacted XXXX and was told it was over two years old so they denied responsibility and that we should file a police report. The rest of the charges are " pending ''. I have contacted the bank on at least 14 occasions but never talk to the same person. There are three different claim numbers that have been provided to me, and at least four different departments involved. I feel the bank has not met it's fiduciary responsibility in this case and should pay the Trust the amount that was in the account at the date of death.
|
| 11/21/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have received a letter from XXXX XXXX XXXX XXXX. This company keeps insisting, that I owe them money for unpaid taxes. They said that they paid our taxes and, they want the payment that they made on my behave. I have sent them proof of paid taxes. They insist that they have not received proof. I also sent CFPB proof of XX/XX/XXXXtaxes, which I saw copy before I wrote this complaint. From the beginning of this loan I have been harassed. The first time I received notice, they said I had not given them XX/XX/XXXXdelinquent taxes. I sent them the settlement statement, that at the close of my loan, it shows clearly where they deducted moneys for taxes XX/XX/XXXXdelinquent and XXXX before I ever received my loan. Which I also sent to CFPB.
They have increased my monthly mortgage from XXXX plus to XXXX. They are saying that I breached our agreement, and I 'm now in default. I pay them monthly electronically, so I won.t default. The letter says I have n't paid XXXX or XX/XX/XXXX, my payments are not being applied to the account, because of these same taxes from the being of this loan. They say have not been paid.
I 'm not responsible for those taxes, per the settlement statement. The title company XXXX XXXX took those payments, and made them to the tax department. I am sure, that the same thing is going to happen with the XX/XX/XXXXtaxes, being as this has happened, every year since this loan was established.
|
| 07/06/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I 'm still awaiting a final payoff letter from Citizens One, formerly XXXX Mortgage, and it improperly threatened to charge me a fee. I need the payoff and lien release ASAP because we are trying to close escrow on the subject home. I have asked for the account to be closed several times, including in writing.
I did not even know I had an account with XXXX Mortgage. XXXX XXXX XXXX transferred my XXXX mortgage there several years ago even though I paid off the debt with XXXX XXXX XXXX. I only found out about it because the escrow company discovered it during escrow proceedings.
After XXXX of my many calls and a letter to Citizens One, they again confirmed that my now home equity loan has a zero balance. They then faxed me a statement showing a {$25.00} balance for a fax fee, asking me to send them a certified check to close the account. I called to contest the charge because I had never heard of or authorized it, and a supervisor agreed to reverse the improper charge. She also said she would have the company fax me a final payoff letter to close the account the next day. I still do not have that document, and it has been a week.
Please contact them and make them close my zero balance loan and send me confirmation so I do not get penalized in escrow. If I do, I will seek compensation from them. I would also appreciate some payment from them to compensate me for the hours I have lost dealing with them.
|
| 06/30/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
In XX/XX/XXXX, I mortgaged a building loan through XXXX XXXX and paid off Citizens Bank in full. In XX/XX/XXXX I canceled any and all accounts with Citizens Bank. In XXXX I began receiving bills for fee 's from Citizens. I return their letters stating that I did not have any accounts with their bank. in XX/XX/XXXX, the reason for the statements was clarified with XXXX Bank. They had used a very old payment option and citizens was the bank that was listed. All settled immediately with XXXX and I phoned Citizens asking them why there were charges when there was no account. in XX/XX/XXXX, I asked XXXX to help me deal with Citizens who were beyond awful into abuse, harassment and simply impossible to deal with. XXXX did and the issue was resolved with letter supposedly stating so. A few weeks ago, new charges and new people and the issue was not resolved apparently ; although no one can tell me what who or why. I faxed faxed the letter to the Office of the Chairman and then received another letter stating that the fax did n't arrive in a timely manner ( I did explain that I was XXXX miles from a fax machine and was on way to XXXX New Hampshire for meetings and was now late having taken the call from the bank. The XXXX of this is horrible enough to loosesleep and make me stomach sick. the time and energy has been enormous. I truly want to file a complaint and if possible press charges for abuse and harassment.
|
| 07/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
I have been in my home since XX/XX/XXXX and have never missed or paid a payment late. My credit score is XXXX last I checked. I have requested that PMI insurance be eliminated from my payment, but XXXX XXXX XXXX XXXX refuses. They made me pay {$100.00} for a Broker 's Opinion on or about XX/XX/XXXX, but the value only came in at {$300000.00}, and although I paid for the opinion, they did not give me a copy or any of the supporting comps documentation. The broker that prepared the opinion is from the XXXX area ; three hours away from XXXX, TX where I live. Citizens One states I need to have a balance owed of {$240000.00} or less to have the PMI removed. I owe {$250000.00} on my mortgage ; there is no other mortgages on the house and at that balance, my loan to value is 84.2 % ; the XXXX needs to be 80 % or less. In XX/XX/XXXX, I received my XXXX Notice of Appraised Value from the Central Appraisal District of XXXX XXXX ( Texas ) and they indicated my tax value is {$330000.00} which correlates to a XXXX of 77 %. When I requested Citizens One to review this, they just sent me the same letter they did after the Broker 's Opinion. If XXXX County believes the values in the area are higher based on sales they have seen in the area, then they know more than some broker located in XXXX that is not familiar with this area. All I want is the PMI removed. I have paid XXXX years perfect ; nothing is going to change.
|
| 04/09/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
Citizens Bank reported me to credit agencies for a {$2.00} interest payment on a fully satisfied HELOC loan. I've been told that I stopped my autopay and though can not prove it I do not agree after having reviewed my records as I do not have notification of such. Even if true, the bank no effort to reach out to me to avoid the reporting as I learned it through the diligence in my review my credit report. My scores prior to this were 830+!
Further, I now have an issue with the dispute process with XXXX and XXXX as balances were reported incorrectly to them -and they accepted it. My available balance on this HELOC is now {$100000.00}, which is {$17.00} higher than the original loan. This is due to the fact that when I went to the bank to correct the account they took a payment {$17.00} over that which I truly owed them. In discussion with the Customer Service folks I spoke to about this, numerous of them, the response to both of their errors, failing to prevent a {$2.00} balance to negatively affect my score by 70+ points for up to 7 years and then overpaying themselves to satisfy the balance, was indifference at best.
Based on my payment history, I feel Citizens was negligent in attempting to contact me in an effort to avoid this issue and as such this has disproportionately affected my credit standing in a negative way in which they are indifferent to while being indifferent to their own mistakes.
|
| 12/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I opened a checking account at Citizens Bank many years ago. In XXXX, I legally and officially had my name changed. I brought the necessary paperwork to my local Citizens Bank branch to get the name changed on my account. Citizens was very resistant to making this change. I had to bring the paperwork back to them several times because they either ignored it or claimed that it had been lost. After months of hassle and discrimination, I decided instead to close the account completely. I requested that the account be closed after I emptied it in XX/XX/XXXX. Somehow, before it was completely closed, another charge appeared on the account and Citizens refused to close the account until the charge was covered.
If Citizens had complied even once with any of my requests, there would not have been any charge that went through to that account. However, now I can not close it and it continues to accrue hundreds of dollars in fees.
Additionally, my XXXX stimulus payment was later deposited into that bank account since I could not stop it in time, and Citizens used my stimulus money to put towards the charges that they created.
Because the bank did not do me the service of changing my legal name, and treated me terribly, and subsequently stole my money, I am very angry and upset. I am already in a very difficult financial position and I did not expect my bank to contribute to that position as their customer.
|
| 01/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have has a mortgage since XXXX on the property located at XXXX XXXX XXXX XXXX, Wi XXXX. However, in XXXX this mortgage was sold to Citizen One. I always received my escrow check in XXXX so I could pay my taxes in XXXX. This year I did not receive a check. I called In XXXX and they said they would issue me a check. It w XX/XX/XXXX and no check. With that said I received a check today from Citizen One that was cut on XXXX XXXX. Yes 53 days. So I called to see if this check had been cancelled and when the new check was issued. I was told that the new check was issued on XX/XX/XXXX and this check has been cancelled. I have now been on the phone with Citizen One for one hour and they are not sure if they can get me my money in my escrow account. I have about 50 % equity in this home and only did the escrow account as a convenience. This is no longer convenient and they are not releasing my funds or taking this situation seriously. The taxes are due by XX/XX/XXXX and it is the XXXX of XXXX.
XXXX at Citizen One on XX/XX/XXXX mentioned it was a communication issue between departments.She said she was going to place me on hold and then expedite me a check after she emailed an internal department. However when she placed me on hold she disconnected me. And in the beginning I verified my phone number. No call back apologizing that she accidentally hung up.
I want me money for my Property Taxes Citizen One.
|
| 03/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I was a bit behind on my mortgage, when I went to the website to pay the amount past due it only gave me the option to make two or three payments, not the monthly regular amount. So I sent a check instead filled out with account number and all the particulars, but they never cashed it. I sent several emails using the secure messaging on their website, the response to my email was simply " Our website requires the total amount due to be paid when submitting a payment.
Since your loan is not current at this time, please contact our Consumer Counseling Department directly at XXXX Monday through Friday between XXXX to XXXX XXXX XXXX XXXX to discuss possible payment arrangements ''.
A week went by and the check was still not cashed. Then on a Saturday there was a man outside my house taking pictures. When confronted, he said " your mortgage company has been trying to contact you, and I am supposed to give you this letter ''. It was just a payment demand letter. But I just paid! My message back to them is as follows : " You will not correspond with me electronically. You have not cashed my check. You've sent someone to my home to intimidate me. This is egregious. '' They escalated my complaint. In the interim I have sent another check and that check has also not been cashed. What possible reason would they have not to process payments? I'm nowhere near foreclosure, I don't understand why they did this.
|
| 06/07/2016 |
Yes |
|
- Customer service / Customer relations
|
|
Web |
|
|
I had an issue with a customer service group at the number listed on the back of my credit card. The rep could not resolve my problem, so I asked for a supervisor, which I was given. The supervisor did not resolve my issue. I asked for a manager. She refused to pass me to a manager. She stated she was the highest level of authority I could speak to. I asked for a corporate phone number. That was refused. I was given a physical office address to write and snail mail a complaint to. I contacted directory assistance, and the number listed for that address rings fast busy all day ( on purpose ). I tried the web site. No phone numbers or addresses are listed on the site. I tried their live chat on the site. The representative could only refer me to the original customer service number. I am wondering if my only recourse is to cancel the card. My issue is that despite having had the card with the company for XXXX+ years with an impeccable payment history, each payment over {$500.00} has a XXXX day hold placed on it, despite the method of payment. My payments were EFTs, and therefore immediately transferred. The EFTs are also being held. Based on the customer service reps ' responses, it appears they are doing this to all customers. I understand the bank may be concerned with bad checks and are initiating a hold. However, on customers with clean histories? On customers paying by EFT? On all their customers?
|
| 07/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
Citizens Bank charged me {$160.00} in fees for a {$16.00} overdraft.
On XX/XX/XXXX, I was billed {$39.00} for my phone bill at which point I had {$23.00} in my bank account. That lead to an overdraft of {$16.00}.
The next day, I was charged a {$37.00} overdraft fee. And every 4 to 5 days following that, I was charged {$30.00} ( I was charged 3 times ). On XX/XX/XXXX, I was charged {$35.00}.
The total of all the fees added up to {$160.00}.
I had no knowledge that these fees were piling up as I was never notified through email/text/phone. The only way I would've known was if I had logged on to my account, or until I received a final notice on XX/XX/XXXX in my mail that they were going to shut down my account and notify the creditors, threatening that " this will have a negative impact on your future banking privileges '' unless I paid the overdue amount.
On XX/XX/XXXX ( the day before I received my " final notice '' ), I had luckily logged on and that's when I noticed I had accidentally billed the wrong bank account and that I had a ridiculous amount of overdraft fees. I immediately called and asked them to waive the fees. The service rep told me that they will provide a one-time waiver, but it was only {$70.00}. I was still down {$90.00} on my {$16.00} overdraft, so I kept asking to waive the entire fee and talked to multiple reps, but they were adamant that the system would only refund once.
|
| 01/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
On XX/XX/XXXX I received an email alert that there was a charge on my Citizens credit card that I had not used in a year. I logged in online to check and found 3 charges I did not make. The three charges were made : XX/XX/XXXX XXXX *us postage {$46.00}, XX/XX/XXXX stamps.com *us postage, and usps stamps endicia {$45.00}. I immediately called Citizens at the phone number XXXX at XXXX XXXX EST and was on the call for 62 minutes and 13 seconds. I was told my dispute was opened already by the fraud department and my card would be cancelled and a new card sent. I was also told I would receive a letter from Citizens outlining the dispute. I have not received a letter from Citizens and the charges are still sitting on my card and now have been assessed interest and a late payment fee after being told I was not liable for fraudulent charges. After I did not hear anything from Citizens I called the same # on XX/XX/XXXX at XXXX XXXX EST and was on the phone 46 minutes 24 seconds. I checked to make sure the claims were filed and told I would receive a letter or call from Citizens and not liable. I didn't receive a letter or call so contacted Citizens again at XXXX on XX/XX/XXXX at XXXX XXXX and spoke to another specialist for 38 minutes and 41 seconds. Now I am showing that I still owe for the fraud charges plus a {$29.00} late fee and $ XXXX interest. I have not received a letter or call to resolve this.
|
| 03/20/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
XXXX / Citizens Bank, N.A. adds fees for additional insurance to my mortgage year after year. Year after year I 've requested the additional insurance removed, completed all required forms and submitted all requested information. I had been advised the insurance would be removed when calling after confirming I met all their requirements in prior years, but the insurance was not removed. This year a law firm has become involved, I 've made XXXX attempts to submit the forms, only to be told today that the address that Citizens Bank provided was incorrect. I am now being asked to complete and resubmit forms a XXXX time. The additional cost of the insurance is significant each year, and with the FEMA flood insurance increases in addition to our own personal home owners insurance that is required seems excessive. Each year I have gone through this process of sending forms after forms, then call after call I usually get told it will be removed, but never has been. I do n't feel that their practices are appropriate, their process is nearly impossible especially for someone working full-time and I feel their information is deceptive. This additional insurance requirement was added later after loan origination, disclosures sent, but again obviously they do n't want to enable a consumer to remove or reduce this added insurance no matter how much additional coverage the homeowner has on the personal policy.
|
| 06/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
In XX/XX/XXXX I submitted a refinancing application with the same lender of my mortgage - Citizen One of Citizens bank NA.
I was offered very good terms on a disclosure agreement and I signed it and paid over {$500.00} appraisal fee. Closing date was set to XX/XX/XXXX, and they couldn't close due to conditions restrictions. I wasn't ' told what conditions were.
I couple of days ago I was told that I was clear to close and closing date would be XX/XX/XXXX. The mortgage loan officer XXXX XXXX called and apologized saying she got my figures wrong and she explained my interest would be 0.5 % higher. I said that I need to see this in writing. Today, I was scheduled to close at XXXX XXXX and I still didn't have any final disclosure on the fees and interest. I called her and requested the document and she send me one that not only had 0.5 % higher from what was initially offered, and rate was locked in an agreement, but also she added almost {$2000.00} in points that I didn't agree to.
She practically unilaterally broke a signed agreement I had earlier not only with a locked rate but also with amount of points. It is unbelievable that she intended to not to provide me with a disclosure statement before the signing!
I would like that Citizen One Home loans honor that agreement they had with me and the rate they told me was locked.
I would provide you with all the documentation evidencing all this.
|
| 12/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
I opened a checking account on XX/XX/XXXX with the offer of " Get up to {$400.00} Let 's do the math ''. {$300.00} to be rewarded after depositing {$500.00} within 60 days. The other {$100.00} I did not opt to participate in. Bonus XX/XX/XXXX, I called to inquire why I had not received my bonus as XXXX statement cycles have already passed. The agent acknowledged that I have fulfilled all the requirements of the offer and that the bonus would be deposited at the end of the month. The phone call was recorded like they mention at the beginning so there is no question.
In the fine print of the offer it says to " take a screenshot of this page as proof ''. Therefore, I have provided further proof that I registered for this offer and fulfilled the terms as stated by the last agent phone call on XX/XX/XXXX.
XX/XX/XXXX passed and I did not receive the bonus deposit.
Sunday XX/XX/XXXX I made a phone call to citizens bank. They claimed I needed an " offer code '' which there was no mention of during the application. The online offer was a direct link which I used to apply. I also retained the offer screenshot as shown in the fine print for my proof which they didn't accept. Instead they opt to start an " investigation '' which would be resolved within XXXX business days. XXXX business days past and nothing.
Citizens bank defrauded me into opening a bank account and made interest off my deposit.
|
| 03/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
On XXXX I attempted to open an account at Citizens to receive a promotion and use the account for some basic banking. The online opening failed while I was in the funding process and an error displayed to call in or go to a branch.
I called a local branch and they didnt offer help, they referred me to call in. There hold times are over 20 mins so I had to request a call back. The person told me my account did open, although I received no email confirmation. She told me I could enroll in online banking.
That didnt work after multiple tries and I had to again call support, wait for call back and get credentials created.
I said I just wanted to close it because it wasnt even remotely working. I was told I couldnt until my funding transaction from my debit card had to posted. I attempted to set up an external account so I could transfer my funds as soon as it posted, but that didnt work because I appeared to have profile in their back end from an account years ago. More phone calls and told I had to call back after the transaction posted.
Nobody would reverse my funding and close my account.
This morning I received an error that my account isnt available in online banking or app.
This has been the greatest display of incompetence Ive ever seen. This bank is not able to deliver their advertised products and services. By looking at XXXX you can see countless similar issues encountered.
|
| 02/03/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
I have been a customer of Citizens Bank, ( branch office in XXXX, Ct, ) for several years. Since inception, I have had ongoing issues concerning late fees with all three of my accounts ( account numbers listed below ). I make payments electronically via XXXX XXXX XXXX and arrange for payments to be made on the scheduled due date. The checks are delivered per XXXX XXXX XXXX but invariably are not posted to the respective accounts for up to 5 to 7 days later. After many conversations and requests to have fees waived which have been honored I was refused a request today when I have called to inquire once again as to why charges were assessed. It appears that the back office processing of payments consistently is late resulting in fees being charged. I have spent numerous hours and patience on calls etc. Since this not an issue with any other accounts that I pay through XXXX XXXX I have concluded that this issue is one which is done with the intent to defraud the customer. I would be curious to see how much revenue is generated via late fee assessments and how many fees are assessed to the customer base. I have today made payments to close two credit card accounts and will arrange to close my Equity Line as soon as possible.
Thanks for your assaistance.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT. XXXX XXXX Account # XXXX ( XXXX XXXX XXXX ) Account XXXX ( equity line ) Account # XXXX ( XXXX XXXX )
|
| 08/10/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I opened 2 savings accounts with Citizens Access both in the amount of {$250000.00} on XX/XX/XXXX. Beginning on or about XX/XX/XXXX I began attempting to transfer {$150000.00} to an external account. Each attempt failed with a message stating that there was a problem with the transfer and to try back. After multiple failed attempts, I contacted Citizens Access by phone yesterday, XX/XX/XXXX. The representative I spoke with advised me that my account is locked due to an internal investigation and that someone would contact me within the next few days. He said he coulde n't give me any further information regarding the reason for the internal investigation. After further consideration, I decided that waiting to hear back was not an acceptable resolution. I called again today and spoke with XXXX in escalations. She confirmd that the account is locked due to an internal investigation. She would not tell me why, how long the investigation would proceed, or who I could speak to to get these answers. She did confirm that the internal investigation was inintiated on XX/XX/XXXX - the same day the account was opened. So, since deposting the funds, I have not had access and have been given no indication as to when I will be granted access. The case number she gave me for the internal investigation is XXXX. Upon reading other reviews, I'm seeing that other consumers are experiencing the same situation
|
| 03/04/2020 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
Since XXXX of XXXX I have been recieving multiple calls daily from XXXX claiming to be citizens bank loan and finance collectors with a call back number XXXX. The name they inquired about was a XXXX XXXX which I do not know who this person is, I have no relation to that name, family, friends or otherwise. I am not a citizen 's bank customer past or present and have never used any services from the company. I notified the company ; by calling the citizens bank customer number provided from XXXX as well as calling the number provided in the complaint, back in XXXX and on XX/XX/XXXX but the calls continued. Usually several times a day ( 2-4 times everyday ) between XXXX and even up until filing this complaint. I attempted to block the number but they continued leaving multiple voicemails each time they called until my voicemail was full. I also notified my phone company. All of this has hindered my local business since clients can not leave a message when attempting to contact me. I have contacted the number several times, ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX and XX/XX/XXXX ) demanding them to stop. Each time they claimed they would take my number out of their system but I am still being harassed and have even recieved a call as I am filling out this complaint. I did notify them on XX/XX/XXXX that I would be filing a police report if they did not cease their activities.
|
| 06/24/2015 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
Older American |
|
Citizens Bank held a Boat mortgage for about 13 years on a 15 year loan. The loan was paid off early, but they ( Citizens Bank ) lost the boat title. Now they want me to have run around after it. Which I did. I asked the banks customers department for my time and expenses. The flatly said no, that the Title was my problem.
The bank, Citizens Bank, told me the lost my title, and it is my responsibly to go and get it and to pay for it as well. They issued a " Release of Lien, " Instead. My account # is xxxxxxxxxxx, and their phone # is XXXX.
I was never late in 13 years of a 15 year loan, and they had my boat Title as Collateral all of this time.
I have since drove around and received my title after sitting in a D. of M. V. office for nearly 2 hours, and paid the {$36.00} for a replacement title.
I have since the bank to reimburse me {$150.00} for my time and travel, and {$36.00}, for the replaced Title. I think that the {$180.00}, is extremely fair, however this amount will go up as I spend more time on this issue.
My XXXX regression is ; XXXX XXXX, I need help, as I am on XXXX and ca n't go running abound, especially for their mistake.
My name is XXXX xxxx, xxxxxxxxx xxxx xxxxxxx xxxxxxxxxxxI have the Release of Lien if needed ( a copy, ) as I now have gotten the Title myself.
The bank in question ; XXXX XXXX XXXX XXXX. XXXX XXXX, RI XXXXThank You, XXXX XXXX ; Citizens Bank.XXXX
|
| 01/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
I am behind on my mortgage payments. I applied for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/2022 and was preliminarily approved for funds XX/XX/2022, meaning that I met the applicant eligibility criteria including ( XXXX ) that the property is my primary residence, ( XXXX ) that I own the property, ( XXXX ) I experienced XXXX XXXX XXXX and ( XXXX ) that my income is below XXXX % XXXX. I am eligible for up to {$30000.00} in XXXX XXXX funds, which is more than required to fully reinstate my mortgage.
After a XXXX applicant is deemed eligible, XXXX communicates with mortgage servicers about the account to verify the amount owed via the XXXX XXXX XXXX. XXXX funds cannnot be approved for disbursement until they receive a verification record from the mortgage servicer. In my cases, XXXX has sent the Information records requesting this verification of my account to Citizens XXXX Bank the following dates : - XX/XX/2022 XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens Bank has responded to only XXXX of these requests for information : a failed V-record dated XX/XX/2022. Citizens has been completely uresponsive to the program 's attempts to verify the amount I owe for more than 6 months.
My file was referred to foreclosure several months ago. The only barrier to reinstating my loan is Citizens XXXX Bank failure to timely respond to I-records.
|
| 03/28/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
|
|
Re-doing this. 2nd try. Citizens One. formerly RBS. I have had a credit card account with them for years. I charge items every month and pay the full balance every month. Thus I avoid interest charges.
Recently they changed their website causing confusion as follows.
I get an email saying my statement is ready. I log on and get a message that no payment is due at this time.
Today I logged on and was surprised by my balance and began to drill down into the individual charges and discovered an approximately {$41.00} interest charge for XX/XX/2020.
Previously their e-mail notification and log-on took you to what you charged, what you owe and when it was due.
I called them today and was told by a rep that the " you owe nothing at this time '' message is because at some point you have made a minimum payment and that you have to continue and look at your charges to determine what your owe, or to that effect.
I attempted to resolve this issue by telephone which involved an UNBELIEVABLE hold time, ( even with Covid ), asked for a supervisor, and was transferred to another person after a long time who could not resolve, and identified as the same rank as the person I dealt with initially.. Cit1 has no e-mail or chat for resolving problems that I can see to preclude endless hold times.
I can't be the only person who is getting hoodwinked by their website message '' no due at this time '
|
| 09/30/2019 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Money was not available when promised
|
|
Web |
Older American |
|
I submitted a wire transfer request form to the Citizens Bank Branch XXXX in XXXX XXXX, MI on XX/XX/2019 to send {$3000.00} to my niece in XXXX.. Money was needed urgently for hospitalization expenses for major XXXX XXXX XXXX related treatment.
I provided the bank account information of my niece ( phone copy of her check book page ) to the bank clerk. Form was completed with wrong account number!! Bank clerk put the routing number as an account number!!! As a result, transfer did not go thru and Citizens Bank decided to recall the amount rather than giving them the correct account number.
Now, the money is hung up some where between the XXXX XXXX, XXXX XXXX, or the intermediatory bank, XXXX XXXX XXXX, or the Citizens Bank at my branch. I requested Citizens Bank to track the money recall but nothing has been done. I contacted XXXX XXXX XXXX ahd they assure me that the money was wired back to US banks.
Now, someone in the US, either XXXX XXXX XXXX or Citizens Bank is holding my money?????
I will consider this as a banking fraud and seek legal action thru the Attorney General of the State of Michigan, if I do not get satisfactory resolution from your office, or an assurance from Citizens Bank, that the money will be re-deposited to my bank account within 7 days ....
Reference : ; Citizens Bank Wire Transfer Request No XXXX. Phone Number of the Citizens bank branch XXXX XXXX XXXX
|
| 06/30/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
At the release of the new XXXX XXXX in XX/XX/2020 the only remaining XXXX required financing through Citizens One. Although immediately " approved '' XXXX ran into supply issues and notified there would be no XXXX. I then tried to work with XXXX/citizens to make sure my credit report would not be impacted. During this process XXXX was able to secure XXXX for people who had this issue. I setup autopay but never received any confirmations. I also made a direct payment and no confirmation email. This eventually lead to two missed payments. When I explained the issue to citizens they fixed the account, fixed the penalty charges, and agreed to fix the credit reporting. Citizens Billing shows on XX/XX/XXXX they emailed internally a credit dispute group. They stated they have no way of knowing if this group read the email/took action or additional way to get followup. Citizens will not provide email address to work toward resolution in writing. They've advised to also file through credit agency direct to which the inquiry was rejected. I do not believe their internal ( Citizens ) credit dispute department has reviewed the account, calls notes, and commitment on file that they would resolve this. Our credit score was impacted 75 points making it so though preapproval for a new home loan is skewed 10 's of thousands of dollars over the life of the loan due to the lower score. I'm at witts end.
|
| 07/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
I opened a new bank account with Citizens Bank on XX/XX/23. Citizens initiated a transfer of all my funds using my routing and account number from the bank I was leaving. ( I did not initiate this transfer whatsoever, I was just there watching. ) The total amount was {$6400.00} ( {$200.00} to savings, {$6200.00} to checking ) I was told this transfer would take maximum XXXX days. After 3 days, I called the bank and complained that I hadn't received the funds yet. They told me XXXX XXXX XXXX was holding it. After calling XXXX & XXXX, they said they released all the funds and they no longer have them.
XXXX weeks later, both banks are having me call the other one for me to figure this problem out myself. I have been previously working with the Citizens branch XXXX, but have not been able to get anyone on the phone for a few days. Nobody seems to know where my money is or how I can get it back. There was a few times they thought they had found the problem. First, Citizens said their fraud department was holding onto it. However, upon calling them myself, they said they had no record of this. Then, the branch XXXX at Citizens said the money had bounced back to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has no record of incoming transfers.
It has been over XXXX weeks since Citizens has had all of my funds, and I have been unable to pay bills or rent without the help of friends and family.
|
| 01/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
On XXXX, XXXX I discovered, my Citizens Bank check issued to XXXX XXXX for {$200.00} was cashed by the Bank for {$14000.00}! Immediately I & my husband went to a local Citizens Bank brunch & learned our check was stolen & forged to a person name & the amount was changed, keeping only XXXX written by me. The altered check had my signature & at the bottom of the check, I wrote a XXXX account # & due date for the payment, that was not touched!
The fraud was so obvious, that people from the Bank assured us, that we'll get our money back within XXXX. Next day we contacted Police, XXXX came to our place on XX/XX/XXXX & filed a report & police inspector had been assign to handle our case within a week.
Since then a banker from local brunch faxed all our information & documentation to The Citizens Bank Fraud Department 5 times! We come to the brunch on a regular bases & every time he sends another package of the same documents & every time we get the same answer, that Fraud Department does not have our records?! So we start the same procedure with the help of the same banker & it's endless.... We need the money, it's so outrageously unbelievable the way the Bank treating us & we are good elderly customers of 30 years .... I hope someone is willing to help us, we do not know, what else could be done to make very nice mannered employees to do the job, not just to say how sorry they are ....
|
| 09/16/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I filed for help with the mihaf program in XX/XX/2022 I also filed for a loan modification with citizens bank. I was working with both companies. I was having a hard time getting an application to citizens bank so I called I had the bank fix their internal problems so I could submit my documents online. Once the application was received I was awaiting a response. The mihaf program approved me to pay my mortgage. I also stated this to a representative of loss mitigations to citizens bank. Citizens bank put my house into foreclosure without informing me. They also sold my house with in 2 days and XXXX me from my home and told the realtor who I had list the home that I was unable to sell or buy the home back. On XX/XX/XXXX my mihaf case worker contacted me and told me to contact you so seek help as this was an unlawful act. I am seeking to get my home back. When I was contacting the bank I was told I was approved for the modification although nothing was sent out to me then I was told after I was approved the turned around and denied it because the payments would be raised, this is not my first home modification and the payments has been raised and lowered in the past. My home was taken from me I was not informed I was approved or denied by the bank nor was I informed of a foreclosure and I was XXXX from my home and not giving my six months redemption period the realtor was XXXX XXXX
|
| 01/23/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I had a credit card with Citizens Bank opened on XX/XX/XXXX. During the first two years of this account, I had no issues. In XXXX I experienced health issues and was unable to work or pay my credit card bill. I made Citizens bank aware of this and was informed that there was nothing that could be done at the time. Ultimately the account was closed and charged off. When I was finally able to return to work and repay my credit obligations I contacted Citizens bank who informed me of the balance due. I made restitution in full based on the balance I was given ; only to find out later that there was still money owed but they wanted a quick resolution to this issue. When I recontacted Citizens after reviewing my credit reports I noticed two things about how it was reporting. XXXX, the balance was paid in full for less than the total amount. I never agreed to this. XXXX the account is still reported as derogatory. I did inform Citizens that I wanted to pay the debt in full and have it cleared that I paid my entire amount owed back. I also wanted them to report the account as paid in full and closed once the remaining balance was satisfied. To date, Citizens refuses to allow me to pay the remainder of the balance and is still reporting the account in a negative manner. I would like this corrected. The first time in history I have ever seen a bank not want to be repaid for a debt owed them.
|
| 10/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
I had a mortgage with Citizens Bank with and interest rate of 4.12500 %. I applied to refinance this mortgage to lower my interest rate in XX/XX/XXXX. I provided everything that was requested by XXXX XXXX throught the branch in XXXX XXXX. in late XXXX and XX/XX/XXXX. Every time I called to check on my application, I was told that due to Covid-19, everything was backed up and it would take a little longer. They pulled my credit numerous times lowering my score by 3 points every time. I checked with the manager at the XXXX XXXX branch, I was told that it should not take this long and they would get to the bottom of it. Never heard from them again. I also spoke with XXXX XXXX in the XXXX branch, he too said he would get to the bottom of it and never heard from him again. Them I spoke with XXXX XXXX in XXXX XXXX, she said she would get back to me within 24hrs. Never heard from her again. It seemed that once they contacted XXXX XXXX, the communication was stopped. Finally I recieved a Credit Denial letter on XX/XX/XXXX, almost 1 year later, stating they could not verify my income. This is a lie. There is no reason why they were unable to verify my income with copies of my tax returns and rental agreements. Either they wanted me to keep paying the higher interest rate or I'm being discriminated against for other unknown reasons. Is it because I am XXXX yrs old, white female XXXX XXXX?
|
| 10/23/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Add-on products and services
|
|
Web |
|
|
Hello, Toward the beginning of the year ( 2023 ) I made a large purchase ( {$35000.00} ) toward a service provider on my business credit card, to which the service was never fulfilled due to internal issues on their end. After much back and forth with the merchant, they eventually agreed to not fight a chargeback on the payment, if I were to submit one through my credit card company ( Citizens Bank ).
Once this was established, I went ahead and filed a dispute against the charge made. I have even sent over all the necessary info Citizen 's Bank Claims Department needed, including a screenshot of the email to which the merchant claims, in writing, that they will not contest the chargeback and let the full refund go through.
It has been two months since I provided this information to the claims department, and I have not heard anything from them since. I have tried calling Citizens Bank multiple times, to which they explain they can not contact the claims department directly, and that the case still appears to be under " Pending '', however, it is long past the typical time it takes for a case like this to be resolved.
I have also tried emailing the claims department email directly " XXXX '', to which I have gotten no response.
I have even contacted the merchant to which the dispute is being filed against, and they have not heard a single thing from the claims department.
|
| 09/21/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Installment loan
|
- Problem when making payments
|
|
Web |
Servicemember |
|
In XX/XX/XXXX I received notification that I had a 30-days late on my credit report from Citizens Bank . I called Citizens on XX/XX/XXXX and after speaking with a representative it was brought to my attention that Citizens Bank had an incorrect mailing address on my file and was sending statements to an incorrect address, they stated that it was likely an internal error from XXXX the alarm company as they do all their financing. I was informed by staff that they would update my address and clear my credit report of the 30 days late due to this error on their end. I was given a rep name and reference number ( XXXX XXXX on XX/XX/XXXX XXXX ). This correction never occurred.
Today I received notification of another 30 days late added to my credit report from Citizens Bank. I called and spoke with a rep who informed me my account was almost 90days past due. I verified that my last payment was XX/XX/XXXX, and I informed the rep that during that last call in XXXX, I set up automatic payments. I asked the rep how could my account be behind when I signed up for automatic payments? She stated that she did not know, and I requested to speak with a manager. I waited on hold for 30 minutes and was told that a manager would call me back.
I find it truly troubling that this company is allowed to make numerous errors in their system and penalize me by making incorrect reports to my credit.
|
| 09/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
In XX/XX/2022 we started a loan modification program with the Mtg Co that held our 2nd Mtg. This loan was due to balloon in XX/XX/2022, and CCO suggested we apply for a loan modification since our credit was recovering and not strong enough at the time to refinance with a good rate. The total amount of the loan was only {$20000.00}. Since XXXX, we have submitted all papers and requests in order to be approved for the modification. We were told that our appraisal was not done properly, ordered by CCO, and had to be redone. We still do not have a proper loan confirmed and we have been reported to the credit bureau as being seriuosly deliquent. I have a son going to college and I can not get a loan for him or the things we need in our lives. I recently got into a horrible car accident that declared my 3 year old car a total loss and I can not aqcuire a new loan for a car because this modification process has ruined our credit to the point that no one will give us a loan, and we are still being reported as delinquent on a Mtg each month. This whole thing has turned our family lives and work lives upside down. They have us in a financial hostage situation. We are trapped with no way to get a loan for anything and no answers as to what is going on with our loan modification. I have called dozens of times and no one can tell us exactly what is going on. We are at a loss of what to do.
|
| 08/23/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Getting a loan
- Qualify for a better loan than offered
|
|
Web |
|
|
Citizens ADVERTISES Student Loans starting at 2.49 % with a parent cosigning. We cosigned and the rate came back a 6.49 % or 161 % over the best available rate. We were immediately concerned that there was an issue with our credit rating, in fact worried of identity theft due to the high rate offered. Upon speaking with the representatives, we were told that our rate was determined only by one factor, the higher XXXX rating of the student or parents. Our rating was actually EXCELLENT at XXXX. In fact, this is a quote from XXXX.
At this point, we asked HOW MANY PEOPLE ACTUALLY QUALIFY for the 2.49 % rate. We were told that information is " proprietary. '' I asked if she ( Supervisor XXXX XXXX ) knew of ANY LOANS given out at the advertised rate. She told me that information was also proprietary.
In my opinion, they are using deceptive advertising practices. Listing rates that they never intend to fulfill.
" It 's important to understand that if you have a XXXX score above XXXX, you 're going to be getting the best rates and opportunities, '' says XXXX XXXX, director of public relations at XXXX, the analytics company whose credit scores are most often used to determine a borrower 's reliability. " While it 's nice to aspire, you really do n't need to, '' he says.
We believe that this is a case of false advertising ... of luring customers in with low rates and then not pro
|
| 09/13/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/18, I received a charge to my Citizen 's bank checking account for {$220.00} from XXXX that I did not authorize. On XX/XX/18, I reported this unauthorized charge to Citizen 's bank, and they opened an investigation. I was told that I would receive a response within 10 business days.
I have not received a response nor a provisional credit. I called Citizen 's bank on XX/XX/18, and was told that I should receive a provisional credit while they continue their investigation. However, I called the claims department at Citizen 's bank today ( XX/XX/18 ), and was told that I was mailed a letter on XX/XX/18. I never received such letter. The claims representative told me that they needed additional information in order to proceed, including why the charge was unauthorized and the exact date that I spoke with the vendor. I informed the agent that the charge was not supposed to occur, and that I informed the Citizen 's bank representative of this on XX/XX/18. I also told the representative that I spoke with XXXX many times when the charge occurred, and XXXX told me that they never charged my card. I asked when I would receive a provisional credit, as I understood they were required to provide it after 10 days while they continue their investigation. I was told that they would not provide a provisional credit, and that Citizen 's bank had 90 days to complete the investigation.
|
| 05/24/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
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My mother, XXXX years old, impaired, was a victim of fraud. She went to Citizens and had them attempt a wire to the fraudster. The wire failed, and Citizens knew the reason for failure was high suspicion on fraud as noted by their fraud agent. It was an attempt to wire to a XXXX year old man, whos account was just frozen. Further, they sent this wire, with my mother name and with my name ( now exposing me to this fraudster ). I am a co-signer on her account. They never told my mother of suspicion of fraud, and as she thought they just couldnt do what she thought she needed done ( dire need she was lead to believe to help her grandson ), and she preceded to withdraw her life savings in two {$25000.00} increments. Her initial visit to Citizens was on XX/XX/2019. Follow on visits twice to make these large withdrawals on XXXX and XX/XX/XXXX or there abouts, and at no time did Citizens help or advise her of fraudulent activity against the elderly. At no time did they contact me though, they had no issue putting my information on the attempted wire without my permission. My mother went down the street and made the wires unfortunately. She had never touched her savings before, never did these kinds of withdrawals, never did a wire. Citizens should have been forthright with the info on the attempted wire to alert her or call me to avoid what apparently was obvious fraud to the bank.
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| 05/01/2020 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Non-sufficient funds and associated fees
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Web |
Older American |
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The Citizens Bank charged me over {$800.00} NSF fees for XXXX and over {$900.00} NSF fee within 4 month XXXX. I have talked to them several times and they said, that could remove some of the fees, which still left me a balance around {$600.00}. I called the bank and left messages of my situation.
I had direct deposits from my checking account to pay bills, and all of the bills was charged many fee and returned back to the credit card company. In XX/XX/XXXX I got another job. I started to get back on my feet by making arrangement with the credit cards from my Citizen Bank account. However, the company terminated my employment because of the XXXX XXXX.
I called Citizens Bank and kept them up to-date with my situation. However, they continue charged me many fees. Last XXXX I had XXXX XXXX XXXX, and had been previously laid off from XX/XX/XXXX until XX/XX/XXXX. My account was charge a {$37.00} NSF fee each time, plus {$30.00} thereafter until the bill is paid.
I am a senior citizen, who have filed 2 months ago for unemployment and have yet to received any money ( State office is working on it still ). All of my living situation is passed " Urgent ''. Many of my credit cards have said they can not help me. They have no assistant and have closed many of my cards. Up to this crisis, I have never had a late payment in any of my credit card, and always paid everything on time.
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| 05/07/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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The amount of {$490.00} was charged to my checking account on error - I contacted Citizens at the end of XX/XX/XXXX stating this and they refunded the amount. I received a letter from Citizens saying no further action was required then a month later the amount was withdrawn again. - This was for a car payment, when the amount was withdrawn a second time, the lease agreement had been satisfied and the car had been turned back in to the dealership.
Citizens withdrew the funds after the car payment had been 100 % satisfied and turned back in to the dealer- so where did my {$490.00} go???
After multiple attempt via phone to resolve this issue I was told on each separate time someone from the claims department would be contacting me in 2-3 business days - this Never Once Happened- I never received a call from a representative. I have received 3 letters since asking for proof that the payment was made by other means - I have emailed XXXX 4 Times now will all the requested information - I HAVE NOT ONCE RECEIVED A RESPONSE.
They are Fraudulently holding {$490.00} from my checking account. Were did the money go???
Again- the vehicle has been paid in full and returned to the dealership and the amount of {$490.00} was withdrawn again after this fact.
The fact that not one representative from Citizens has responded to my complaint VIA phone and email is HIGHLY SUSPICIOUS!!!
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| 10/04/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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I closed my HELOC @ the branch office as per their closing instructions. There appeared to be discrepancies in respect of what I was instructed to pay off the HELOC and what was transpired. I contacted the loan office on XXXX XXXX, 2022 XXXX XXXX and spoke to a rep named XXXX XXXX I do have recording of the call @ my end with her permission ) and I was told that {$190.00} will be credited to my XXXX but apparently that didn't happen. I contacted Citizens bank, the servicer of my loan and encountered rude and inappropriate behavior and was disconnected as well. It's to mention that those calls were also recorded @ my end. My dogged pursuit didn't resolve the issue and instead received inappropriate and rude communications from the loan servicer employees. XXXX XXXX from Citizens bank left a message for me to call back @ XXXX on the XXXX instant. I tried numerous times from various phones during normal business hours as stipulated in their RI headquarter but was unsuccessful to reach anyone. Whenever I tried the call it didn't ring and after a while it was disconnected. This problem was reported to Citizens Bank in my previous complaint with CFPB and previously they just ignored it all together. At this point, I want the servicer of the loan to pay {$190.00} that was promised by an authorized bank employee. It's to mention recorded calls can't be uploaded in the CFPB site.
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| 09/03/2017 |
Yes |
- Checking or savings account
- Savings account
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- Problem caused by your funds being low
- Non-sufficient funds and associated fees
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Web |
Servicemember |
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i have been with citizens bank for 16 years. i have a savings account that had a minimum amount required of {$200.00} ( which i did not know ). I went below the {$200.00} and was unaware that they were taking a service fee of {$4.00}. They claim that i was notified because they update their online banking with the statement. I was unaware of the statement and just realized that they have taken the fee five times. I contacted them, told them i was unaware of the low threshold for the bank account and notified them that i did n't realize that they update the online account with the statement. I requested a refund for the service charges and they would only partially refund the fees. I feel uninformed and ripped off by this bank. I spoke to a supervisor over the phone, XXXX XXXX, and he would n't budge. He stated that i should 've known these fees and statements were on the online account. I have a checking account with them and would 've had no problem putting the required amount in the account if i had only known.
I do not get paper statements because they charge a fee. This is the only bank that i deal with that charges fees for paper statements. I am still owed {$15.00} which is n't a lot, although, this is a principle issue. I was an uninformed consumer and i had no idea that they were charging me fees. They should not be able to get away with doing that to consumers.
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| 01/12/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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Web |
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On XX/XX/2021 a door to door salesman came to my house offering security equipment for the house. He said everything was free, I would just have to pay for the service. I am hard of hearing so I read lips and my understanding was that it was free equipment, which was installed immediately. I was shown things on a tablet and never given any paperwork. I never looked over the emails that I received from citizens XXXX because I thought it was just part of XXXX. When I went to cancel last XXXX, I was told that I owed almost XXXX for the equipment. I had a friend search through my emails and discovered that salesman lied and committed fraud. All the paperwork that has the financial details is dated the XXXX and obviously were forged because he was at my house on the XXXX. I did have an email from Citizens XXXX on the XXXX welcoming me and then I have an email from the XXXX that said I was denied a loan. I have contacted XXXXXXXX XXXX XXXX and they are unwilling to take the equipment back and get rid of my charges even though their representative lied to me. I have also had my friend call citizens pay XXXX and they have not returned the calls. I did let them know that the emails don't match up with dates and are fraud because I didn't sign for them and how do I have a loan when I wasn't approved. I have attached emails from both companies showing the dates are not matching up.
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| 04/26/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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My equity line of 10 years was due to expire in XXXX. I attempted to refinance it but Citizens bank denied me credit based on my reduced income due to Covid loss of business. With no option my payment was doubled. Citizens claims to have sent me mortgage statements each month with the amount due but I have received none. I paid the bill via my online banking app and placed recurring payments via Auto pay. When I noticed I was double paying I called the Citizens Mortgage department. They said they were pulling from my account via what they called Autopay. I agreed I'd cancel my autopay and they would debit my account for the payment. They did not and I recieved a {$20.00} service fee. I called again, set up auto debit through the mortgage department and agreed I'd cancel Autopay through my on line bill pay. Again, it did not happen and I recieved a {$20.00} service fee that they now refuse to waive because company policy allows for only one credit ( even though they made the mistake ). They have two seperate Autopay services. Mortgage Autopay pulls the money from your account and Online Autopay sends money from my account. I want them to debit my account and return the {$20.00} service fee. The supervior XXXX XXXX XXXX that I spoke with Monday morning XX/XX/XXXX refused to refund the charge and refused to provide me with an escalation path. This issue remains unresolved.
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| 10/01/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
Servicemember |
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Citizens bank loan, now owned by XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX has me served papers by Law Offices of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I am on a monthly payment agreement with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX to pay off this debt. I am in the process of trying to obtain a mortgage and repairing my credit. I pulled my report from all 3 credit bureaus and the monthly payments are not being reported and the new balance is also not being updated every 30 days after I make a payment. I have attempted to send certified disputes and called citizens bank, XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and after 4 monthly payments my 3 credit reports are still not updated. They can not report an incorrect balance until it is paid off. This continues to show higher amounts than what I really owe after I make my monthly payment. I have other charge off accounts that are on payment plans and monthly payments and balance is updated monthly. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX has informed me that they do let XXXX XXXX know every month when a payment is made because this is under a stipulation agreement with the courts and if I do not pay monthly it will turn into a judgment against me and as I am trying to repair this I do not want a judgement and have made my payments ever month. Please call XXXX they will verify my payments.
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| 04/11/2017 |
Yes |
- Bank account or service
- Other bank product/service
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- Using a debit or ATM card
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Web |
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On XX/XX/2017 shortly after XXXX I checked my citizens bank checking account. I noticed a charge in the amount of {$1200.00} as pending. Because I did not authorize such a transaction I called the Citizens Bank customer service which informed me that there was a debit card transaction for the said amount processed at XXXX on Monday XX/XX/2017. I told them that I did not authorize any such payment and that this was a fraudulent transaction and if they could please stop it. Customer service told me that they will not stop this fraudulent transaction, that the charges were initiated by XXXX, and if I wanted I could call the XXXX to stop the transaction but they did not have a phone number for XXXX. I then called the fraud prevention department of the Citizens Bank. The representative told me essentially that they will not stop the fraud, and I was welcome to file a complaint with police.
I did no given my debit card number or in any way or shape authorized XXXX to charge my account. My card was always with me. It is very likely that XXXX illegally obtained my debit card number, its expiration date and security code either by breaching the security system of the Citizens ' bank but most likely obtained these information through a corrupt employee ( s ) of Citizens Bank. By refusing to stop this fraudulent transaction as it was happening, the Citizens Bank enabled the fraud.
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| 08/21/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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In XXXX I opened 2 accounts online at Citizens bank website as I received a promotion to open accounts with an offer code to receive {$600.00} when I meet the requirements. I reviewed my statements and never received the promotion offer as I met the requirements. I called citizens bank on XXXX and a team member told me that he can not look into to it because they do not have my account application in file that shows my promotion code. I explained that I did in fact know that banks have to file my records and he said no they do not and I asked to submit a complaint and he refused. I then I asked him again that why and he began to to say bye thank you for your feedback and refused to take my complaint. I then asked for his name which is XXXX and he then proceeded to say let me look into this. I noticed that this department had a long wait time and this department was specifically for bonus offers not paid. I suspect this department has not been submitting cases and XXXX the rep wanted to rush me off the phone until I stated I want this complaint to be file and I want a complaint number. I have not received a call from citizens bank but I believe they are scamming customers into opening accounts with promotion codes and not following the guidelines and terms. I want this to be escalated immediately and this has caused me stress and I believe Im being discriminated against
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| 06/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account information incorrect
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Web |
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I made the mistake of sending a partial payment for my mortgage for the month of XXXX without knowing. Few days later ( XX/XX/XXXX ), I received a letter advising that payment has not been received by the bank - no explanation as to what happened ( see attached ), but after realizing that I sent a short payment, I immediately sent the remaining balance ( little over {$200.00} ).
Around XX/XX/XXXX, I received an email advising a late payment status on my account. Called the bank ( Citizens Bank ), and they notified me that Citizens does not take partial payment on mortgages ( customer service said it was illegal ). On XX/XX/XXXX, I petitioned to XXXX XXXX, to apply existing funds under your possession ( that would have completed the mortgage payment ), and as of today XX/XX/XXXX, still is pending as she is stating that Citizens needs extra time to stop the checks that were issued back to me to refund the partial payments.
Meanwhile, my credit report has been impacted as Citizens have been reporting me as delinquent, even though you have the funds under your possession.
I please need someone to help and look at this matter under as Citizens Bank is still under possession of the funds that could have been apply to the mortgage payment for the month of XXXX ( in fulll ) but they refused to do so and instead they reported me as delinquent on the mortgage payment.
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| 11/19/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Getting a credit card
- Sent card you never applied for
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Web |
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I opened a checking and a savings account on XX/XX/2021 with XXXX XXXX online depositing {XXXX0} in each account. About a week later I received a XXXX XXXX credit card which I did not apply for. I did activate the card but recalled the incident with XXXX XXXX who did the same thing.
I used the card and make all my payments on time paying more than the minimum every time. On XX/XX/2021, I make a payment of about {$XXXX about XXXX days letter I received an email stating that my payment was not excepted and my card was being cancelled. When I finally spoke to a rep he said the company felt I was doing something unsaviory so my account was closed. I also ask him why his company would send me a card I did not apply for and take it away and my payment wasn't a day late it actually was XXXX days early. He got defensive and ask was I saying someone stole my identity and I assured him that wasn't the case and that I have every intention to clear my account.
I know now that this process is illegal due to Federal Case XXXX Also I went to XXXX XXXX and on XXXX XXXX I went to a time share meeting with XXXX resorts. It was normal, high pressure sales presentation which my fiance and I were already antisipating. We knew they would put a hard inquiry on my credit so I signed up alone. Then a week ago I received a denial letter for a XXXX credit card that I NEVER APPLIED FOR.
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| 08/29/2020 |
Yes |
- Debt collection
- I do not know
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- Communication tactics
- Frequent or repeated calls
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Web |
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I contacted this company on XX/XX/XXXX at XXXX because I received a call on XX/XX/XXXX through voicemail from a women named XXXX XXXX from a company by the name of XXXX XXXX XXXX that it was an attempt to collect a debt. I called on XX/XX/XXXX and gave them some pin number XXXX left on my voicemail. I was told that I had a debt of XXXX and something and they were collecting on behalf of citizens bank. I never received a letter in the mail verifying any information that I have a debt with company. Please provide me with the following : What the money you say I owe is for ; Explain and show me how you calculated what you say I owe ; Provide me with copies of any papers that show I agreed to pay what you say I owe ; Provide a verification or copy of any judgment if applicable ; Identify the original creditor ; Prove the Statute of Limitations has not expired on this account Show me that you are licensed to collect in my state Provide me with your license numbers and Registered Agent. I would like verification of the debt or any copy of a judgment, or the name and address of the original creditor, and a copy of such verification or judgment, or name and address of the original creditor, is mailed to the consumer by the debt collector. I would also like to request, in writing, that no telephone contact be made by your offices to my home or to my place of employment.
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| 11/21/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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this is a re-occurring problem. I made my original complaint # XXXX filed on XX/XX/XXXX. to review I was trying to get {$20.00} from my XXXX XXXX XXXX credit card from an ATM owned and operated by citizens bank which I have a banking account with and has had one with them for 50 yrs. anyway I went to the citizens bank atm machine onXX/XX/XXXX to get the {$20.00} and the atm said the action selected is not available at this time. please retry. so I tried again and I got an answer from the atm the available balance exceeds the available balance. so I went to the bank manager XXXX XXXX who told me he has no control over the atm. I was told by XXXX XXXX XXXX that citizens took the money even though they were made aware that I never to the money. XXXX XXXX XXXX says there is nothing they can do. citizens bank refuses to give me money they stole from me. somewhere the books at citizens bank should not have balance and that is why I say they stole the money from me. they have the money and wo n't give it back. it is STEALING. I got a call from citizens bank on XX/XX/XXXX about the original complaint to you and they still refuse to give me the money. they said I have to get the money from XXXX XXXX XX/XX/XXXX and XXXX XXXX XX/XX/XXXX told me I have to get it from citizens. well I think citizens bank should give me money they should never have stolen in the first place.
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| 06/03/2017 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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I need your help in a resolution to my problem w ith RBS Citizens Bank referring to my 60 months automatically renewable term deposit account, which was matured on XX/XX/XXXX . I have tried numerous times over the years contacting Citizens Bank to allocate where the money {$7800.00 } ( as of XX/XX/XXXX ) has gone to, but to no avail. I have received a RBS notification dated XX/XX/XXXX , stated that the named account was inactive and needed to be reactivated by my signed confirmation of the account by XX/XX/XXXX , which I signed and express posted the confirmation letter to Citizen bank on XX/XX/XXXX From XX/XX/XXXX , I have contacted Citizens Bank no less than 7 times in writing to request update on status of the account and asked advice, and got no reply at all. called XXXX Citizens Ban k on XX/XX/XXXX and received no helpful assistances : The first call, a person named XXXX hung up on me after I stated my case and requested account information ; and the second call a person named XXXX could not find this account and also hung up on me. checked on Massachusetts State Treasury Lost Money website every month and can not find my name on the list of accounts. This CD was originally opened more than 30 years ago, with a bank ( to XXXX XXXX , now Citizens Bank ) l ocated in XXXX XXXX , XXXX Massachusetts.
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| 07/24/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
Servicemember |
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I opened an account with Citizens Access Bank on XX/XX/XXXX. On XX/XX/XXXX I made a deposit from my sons account in his name for {$800.00}. On XX/XX/XXXX I made two deposits for {$300.00} and {$2100.00} from an account in my name. Since XX/XX/XXXX Citizens Access bank has frozen all the funds in my account based on the {$800.00} deposit from the bank account in my son 's name. They have informed me the only way to resolve the situation is to add him to the account as a joint owner. The issue is they are unable to verify his identity and continue to freeze all the money in the account. My son recently turned XXXX so he has no credit history, but other banks were able to verify his identity and allowed him to open bank accounts in his name, but Citizens Access continues to deny due diligence to resolve this issue. They have frozen {$3200.00} since XX/XX/XXXX and today is XX/XX/XXXX.
I have made multiple attempts to transfer the funds out electronically to accounts in his name and my name and citizens ' access continues to deny the transactions. I have made multiple phone calls on many dates to discuss the issue and since Citizens Access Bank continues to be unable to verify his identity and/or resolve this issue all of the funds continue to be frozen. All we need is to close this account and have our money returned to us Please help us get access to our money.
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| 05/18/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
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I've registered for an account online and successfully registered auto pay with them. They can't confirm the account details I used to schedule their autopayments - they say that the first payment scheduled was denied. Their online portal contains significant issues. If I attempted to register a bank account for payment, I receive registration errors. Their auto-pay service windows tells me my next scheduled payment is for XXXX/XXXX/XXXX I attempted a payment to bring the account current but the payment was immediately returned ( I can not verify what account numbers they are using because they say they can not access them but I verified them multiple times before submitting ). Their system is not reliably scheduling payment or executing payments to the account I requested to pay from. I have checked with my banking institution and they say they haven't received any payment request from Citizen 's One. They didn't notify me that my payment failed and it doesn't reflect in their online portal. I have spoken with them and am attempting to bring my account current but my biggest issue is that they are now going to report delinquent marks on my credit report for a failure of their payment services. When I spoke to them, I learned that their website doesn't successfully work with the browser I was using, XXXX however there is no messaging anywhere indicating that.
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| 09/18/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
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- Unauthorized transactions or other transaction problem
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Web |
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On XX/XX/20 Citizens Bank mailed my usual payment to XXXX XXXX, to the address provided that is on the bill. However the check on XX/XX/20 was cashed by another unknown party and not XXXX XXXX.check value {$100.00} The same thing happened on XXXX/XXXX/20, someone other then XXXX XXXX cashed the checked.Checked was cashed by another party then the above but again not XXXX XXXX. Check valued {$200.00} Citizens has filed paperwork with those banks that cashed the checks and still have not heard back to get my {$300.00}. back that I owe for my electric bill. They stated the other banks had 7-10 days to respond back and they have still not responded back to Citizens and I am still out {$300.00}. for my electric bill. Then I was told it would take 6-8 weeks and Citizens has exceeded that. I'm not sure how Citizens can not do anything with check fraud to recoup the lose other then waiting to hear back from the other banks.
I have checked a minimum of 2x a month if not more to follow up with Citizens on update and as of XXXX/XXXX/20 Citizens still have not heard back from other bank. Citizens states they can't do anything until they hear back from those banks to get refund so in the mean time I have had {$300.00}. not paid on my Electric bill and has held up my money since XXXX.
This complaint with Citizens was filed on XXXX/XXXX/20. Fraud complaint # XXXX.
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| 02/04/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
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- Charged fees or interest you didn't expect
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Web |
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I was approved for the XXXX upgrade program with XXXX through Citizens One Personal Loans Account # XXXX. XX/XX/XXXX I received a letter from Citizens One regarding the above listed account number. I was told that there was a balance that had not been paid when I upgraded to a new phone and the account number changed. Upon calling on XX/XX/XXXX, I was told that the problem with the billing was due to Citizens One. I was not told of a work/investigative ticket # XXXX initiated by Citizens One until my recent phone call on XX/XX/XXXX after being denied the ability to upgrade. With the reason being POOR CREDIT PERFORMANCE WITH CITIZENS ONE. The outstanding debit was {$20.00} that I was unaware of until XX/XX/XXXX. I paid this outstanding debit on XX/XX/XXXX via debit card. I am fine with resolving the debit, but am not fine with the charge off that could have been and should have been prevented. I was never notified that Citizens One investigation with XXXX showed that I was the person that needed to cover the outstanding debit. I did not receive any correspondence via physical mail nor e-mail regarding the findings of the ticket/investigation. The above listed account was paid by a credit card that I provided, but was not charged the outstanding amount. I was given a new account and have paid it without fail as I did the above listed account until this issue.
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| 11/11/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Installment loan
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Web |
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Citizens One XXXX XXXX XXXX, RI XXXX RE : Adverse Action Dear Citizens, I, the consumer and natural person, was denied credit by XXXXXXXX XXXX XXXX when I applied for my car loan.
Adverse action against a consumer is AGAINST THE LAW according to the Equal Credit Opportunity Act which is codified in 15 U.S.C 1691c and is pursuant to civil liability under 15 U.S.C 1692k.
You are subject to criminal liability for violating 15 U.S.C 1691 as I have proof that I was discriminated against due to the response I received. Citizens are in violation of 15 U.S. Code 1642, U.S.C 1681m and 12 cfr 1002 because I, the consumer, made an application in good faith, but credit was not issued.
Furthermore, because my social security number ( credit card ) was used and I received NO benefit. This is proof of fraudulent activity ( unauthorized use of credit card ) on behalf of Citizens If Citizens fails to make any reasonable procedures to resolve this matter and compensate me for the use of my credit card I will indeed make Citizens criminally and civilly liable for all actual damages pursuant to 15 USC 1681n and 15 USC 16810. I will also follow up with an invoice for said violations ( { {$10000.00} } per violation ).
Thank you, XXXX : XXXX XXXX XXXX Agent/Beneficiary ] Without Prejudice, All Natural Inalienable Rights Reserved
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| 11/05/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Banking errors
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Web |
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I got a XXXX XXXX card in the mail, it had a offer in it to get {$300.00} or {$600.00} to open a new savings and or checking account, according to the branch the account was opened at.I went to the branch in person to open the account, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX I thought they would be able to do their own offer with out a issue. I opened a savings account, made the deposits as required and got nothing. I called XXXX on XX/XX/2022 XXXX XXXX the customer service line transferred me to 3 people, the last lady a supervisor said their was nothing she could do, since the error happened in a branch, it needed to be taken care of in that same branch. XX/XX/2022 XXXX XXXX XXXX XXXX XXXX upon contacting that branch, I spoke to a vary nice lady XXXX, who said she would contact the back end and get right back to me later that day, that was 5 days ago, I called 2 more times and left messages but she never returned my call. so now I will file a complaint with the cfpb, but have zero confidence in it being resolved at this point, so I am also planning on closing the account as well. I was planning on opening the checking account as well to get the other {$300.00}, but that is not going to happen, after they made a mess over trying to honor their own offer. this complaint is for https : //www.citizensbank.com/customer-service/contact-us.aspx
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| 10/03/2023 |
Yes |
- Debt collection
- Credit card debt
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
Older American, Servicemember |
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XX/XX/2022, XXXX XXXX XXXX ( caretaker and brother of the named alleged debtor ) died ... .After his death, XXXX XXXX XXXX started getting bills for debts she did not know were made. Loans, Credit cards, bank deductions. The decased was in a position to tak advantage of me. I trusted him totally and he would take care of my bills. This creditor was notified of the fraud, XXXX - the police dept. will not provide a copy of the report. The deceased brother took money out of a bank account associated with this credit card without my knowledge and also opened up a credit card on this bank in the name of XXXX XXXX XXXX. If there was a signature it was was forged when the account was opened. Alleged Debtor is XXXX, was a victim of fraud. Citizens has been notified by email and documentation provided, but refuses to accept that this is fraud. Sent letters providing this information. They are denying the claim of fraud, although we have provided proof - and XXXX XXXX was not authorized on the bank account or was the credit card associated with this accout requested by me ... The bank let XXXX XXXX remove funds without my permission and opened an account without my permission. I have repeatedly told them this- now they have turned this over again, to collection. This is a fraud with charges made by a deceased party for things I did not know or receive or approve.
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| 01/14/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Fees or interest
- Problem with fees
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Web |
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I am XXXX XXXX, not that this makes a difference. I have made many attempts to get this problem fixed. Let meexplain ... back in XXXX my bank account at citizens was hacked. Thats where my problem started. At the bank recommendation i closed the hacked account had a my money transferred to a new account canceled all my debit and credit cards. At that time citizens was suppose to setup a predetermined automatic monthly Payment to this credit card. They did not do so.. after I was notified that my credit score was affected by my credit card minoring company I called the bank, this was in XXXX.. The bank apologized canceled the late charge fee, and assured me the problem was resolved. Well it wasnt. I made phone calls every month to citizens regarding this problem. They in fact acknowledge that they are aware of the problem. Now it is 6 months later, I have notified the bank in person numerous times, have also made at least 50 phone call with regard to this problem. They always acknowledge that the bank is aware of the problem but they cant remove the late fees which now amount to over {$300.00} because it now exceeds the limit that can adjust. So basically they say nothing can be done. This is both XXXX and unacceptable why should my credit score along with additional late fee charges be my fault because of the banks incompetence. Please help ... Please
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| 08/05/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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In XXXX 2015 I responded to the XXXX, Delaware ( XXXX XXXX ) Citizen 's Bank Branch in response to XXXX $ promotion for opening a checking account. The teller explicitly told me to qualify you needed to keep the account in good standing and make XXXX online bill payments. The teller said that SHE HERSELF WILL POST THE BONUS IN SEVERAL DAYS! Of course nothing happened, and I contacted the regional manager. That manager apologized for the teller and told me even though your XXXX online bill pays were PERFECT ( this qualified ) you must wait 5 months later to XXXX XXXX!!! Yes, a FEW DAYS became 5 MONTHS! So on XXXX XXXX 2015 no bonus was received and I called customer service and the local branch manager - who said " oh you needed XXXX SEPARATE MERCHANTS on bill pay, so you do not qualify. So SERIOUSLY, they mislead me on the bonus payment date, then they mislead me into believing I qualified with XXXX bill pays, then they make me wait 5 MONTHS to tell me I did not qualify - and as frosting they failed to respond and resolve the issue on XXXX XXXX. This bank is DECEPTIVE and possibly PREDATORY, they failed the elementary rule of business - HONORING YOUR WORD. I made a complaint requesting them to execute regional managers statement that I qualified As of XXXX 2015 they have refused to reply or make the deposit of XXXX $ to demonstrate HONORING their WORD.
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| 06/15/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Company closed your account
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Web |
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I am in the midst of a most unusual situation and have exhausted all options through the normal phone / department escalation channels.
Background : - Opened a Citizens Bank online account XX/XX/23 and made initial deposit - Setup direct deposit and payroll withdrawal taken out of my paycheck and deposited to Citizens Fast forward ....
- Around XX/XX/23 - I am no longer able to sign into my Citizens Mobile App- I call Citizens customer service and they tell me my account has been closed, they can not disclose the reason, and to look for a letter in the mail in 2 weeks I have a fantastic credit score and have never had any account closed ( particularly one where I am sending them money / deposits ), so I am at a loss what triggered this action by Citizens ( totally in the dark to this day ) More importantly though, I need your help finding where my deposited money is, and how I can withdraw it if Citizens has made a decision not to let me be an account holder with their institution. At this moment in time, the money is in complete limbo ( I am locked out of my Citizens Account and your phone representatives can do nothing to assist ).
My initial deposited funds are being held hostage and no one I speak with at Citizens can do anything to help. Most insane thing I have ever encountered.
Is there anything you can do here?
Best Regards, XXXX XXXX
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| 10/25/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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Complaint by : XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, MA XXXX Cell : XXXX XXXX XXXX ============== Complaint Against : Citizens Bank One Citizens XXXX XXXX, RI XXXX ( XXXX ) XXXX XXXX ============== Dear sir/madam, Hope you are well, I would like to file a complaint against ( Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor.
Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant.
The merchant continued to charge my card, however, even after I had canceled the transaction with them.
The disputed amount is {$4500.00} and the bank decided to let the merchant keep the money and the goods, as well.
I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims.
I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal falsly claiming that the dispute was not filed timely, which is totally false.
Thank you for your kind assistance and look forward to hearing from you.
The bank seems to be biased against me a d discriminated meon the basis of Ethnicity, National Origin, Gender, and age.
I have never received the goods and need a full refund.
Respectfully, XXXX XXXX : XXXX XXXX XXXX
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| 06/15/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have been trying to refinance my mortgage since XX/XX/XXXX. My current lender is Citizens Bank. I have a charge off of a HELOC in the amount of approximately $ 45K since XXXX. Every month since XX/XX/XXXX, I have had an automatic debit from my checking account for {$500.00}. Current balance is now approximately {$16000.00}.
In order to refinance, I need a statement from Citizens that reflects my on time payments of this charge off for the past 2 years.
Repeated attempts have been met with no response. This is the final document that I need to close on a refinance.
Per Citizens Recovery Department, I was to send a request for the statement with my signature to XXXX on Thursday, XX/XX/XXXX. I informed them that it was urgent. No response.
At the same time, I contacted Citizens Mortgage to get a statement for my current mortgage. I received that in 48 hours.
This is the second attempt at refinancing and, in XXXX, my refinance was closed because of untimely document receipt. Once again, this HELOC statement was the only document missing during that attempt.
I feel as though Citizens is deliberately blocking my attempt to refinance. My loan with them is at 6.8 %. I have been unable to take advantage of low interest rates because they will not release this necessary document.
I am at my wits end. Filing this complaint seems my only recourse.
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| 08/06/2015 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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I had overdrawn my account last month and again this month. I had alerts set up that I am supposed to get an email when there is an overdraft so I can immediately deposit funds to keep from incurring fees. I have not been receiving the alerts until the day after the overdraft has occurred which entails a {$35.00} fee for each transaction that day. My wife went the XXXX day to deposit funds via check and the teller told her she could deposit via ATM and it would cover. It did not, and it posted the next day, which results in {$100.00} of fees that day. I went and made a deposit again this morning at bank opening to cover a {$8.00} overdraft from last night ( which did not show up at XXXX when I viewed the account ) and was told that I was now good by the teller with a XXXX. I logged in and saw I am in the red again because they are now charging me {$35.00} again. I have been charged fees due to both lack of notification, which I signed up for, and for bad information from bank tellers in which the manager could only apologize and say they are not responsible for misinformation from tellers and there is nothing they could do. I have been a customer of this bank for 13 years now and am tired of these inappropriate fees ( or money grabs ) from my bank due to their bad employees and bad systems. Their repetitive fees keep me from getting back in the black.
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| 09/14/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Installment loan
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- Problem with the payoff process at the end of the loan
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Web |
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In XXXX I discovered that I was still being charged monthly for an installment loan for an XXXX that I had traded it. The initial issue what that XXXX lost the package so the phone was never received. As such the loan installments were paused while waiting for the phone to be received and restarted in XXXX of XXXX. I did not discover this until XXXX of XXXX. I provided confirmation that I had mailed the phone and a refund was issued by XXXX to Citizens Bank in the amount of XXXX and citizens bank was to refund that money to me.
I called on XX/XX/XXXX to citizens bank and they stated they had not received the refund from apple yet. I called again on XX/XX/XXXX and Citizens conference in a representative from XXXX who confirm that the refund was indeed sent to citizens and provided them with a reference number to give to their accounts receivables team to locate it. Citizens rep told me she would open a request to get me the refund that was owed to me. I've called every week since then and there is no update on the request. There is no sense of urgency to return the money that is owed to me. It appears that Citizens may have lost the refund. XXXX provided them evidence that the refund was sent to citizens yet im still out of my money. Every time I call I'm told the person that can help me isn't in the office yet I don't know the name of this person.
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| 03/05/2021 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
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I was the victim of identity theft with Citizens One personal loans in XXXX of XXXX ( two different loans ). I did all requested procedures including a Police Report and was told I wouldn't need to pay. I filed a FTC report in XXXX of XXXX to document the incident ( FTC report # XXXX ). My credit has been frozen since XX/XX/XXXX. The only way for an account to be opened up with my information is for me to unfreeze all XXXX credit bureaus.
On XX/XX/XXXX I received the same letters from Citizens One saying they have not received my payments. One letter sent to my house, the other sent to my mothers ( I have not lived with my mom in 20 years ).
The accounts are : loan # XXXX loan # XXXX I have made many attempts to contact Citizens One using the phone number sent on collection letter. I have never spoken to anyone but get put on hold. I have waited for over 30min before Citizens One hangs up the phone. I have also called the fraud line number that I received last year and the number is no longer in service.
My complaint is three fold : 1. These account have should have been closed last year and flagged by their fraud department.
2. Nobody should have been able to open an account in my name because my credit is both frozen and flagged as fraud.
3. I have been unable to contact anyone at Citizens One regarding this matter.
XXXX XXXX XXXX XXXX XXXX
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| 09/12/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
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I opened a checking and savings accounts online on XX/XX/2023 at Citizens Bank online. I made two online deposits from XXXX XXXX - XXXX deposit of {$500.00} to savings and 1 deposit of {$500.00} to checking on the same date. I got emails saying that my accounts were opened and they have received my deposit transfer request on XX/XX/2023. I have attached these emails.
Few days after I received the letter from Citizens bank that my accounts were terminated. It also said if there is a reminding balance, I should be received a check. So I waited for a few weeks and the check was never made it to me. So I checked my bank account on XXXXXXXX XXXX and it was deducted the total {$1000.00} for 2x {$500.00} on XX/XX/2023. So basically my {$1000.00} is missing between these two banks.
I reached out to XXXX XXXX and they said the transactions went through successfully on XX/XX/2023 whereas Citizens bank said the transactions were rejected on XX/XX/2023. So I reached out to XXXXXXXX XXXX and Citizens bank. None of them can help me with my missing {$1000.00}. I feel like there is a technical glitch in one of their accounting system or some manual human error in there. So I'm reaching out to you guys to help me with this. I don't know whom I'm filing a complaint against since I don't know who's at fault. I'm filing two same complaints against both parties.
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| 02/18/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Hello, I have had an auto loan with Citizens Bank ( it is now paid off ). In XX/XX/XXXX I submitted a payment for the XXXX & XXXX loan amounts that were due, however, due to COVID and the XXXX holidays, I did not see the check being delivered or cashed by the Bank. When I called to check on status of the check being received on XX/XX/XXXX, I was informed that the payment was not yet received and it was reported as 30-days delinquent to XXXX. Immediately on the phone I processed a payment to bring the balance up to date, and two-days later the check was received and cashed by the Bank.
Citizens Bank informed me that they were experiencing mail delivery delays due to the Holiday season and the effects of COVID 19. I asked the bank to remove the delinquent reporting since it negatively affected my credit score, and a dispute was initiate ( dispute # XXXX XXXX. In XX/XX/XXXX, I received an alert from XXXX that the negative mark on my credit report was removed, only to find out few days later that it was re-instated and again resulted in a negative impact to my credit.
One would think that, especially during the COVID crisis, this Bank would work with its customer favorably, especially when no loan defaults occured and the Bank was 100 % made whole in a timely manner.
Regards, XXXX XXXX https : //www.citizensbank.com/auto-loans/auto-finance.aspx
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| 09/15/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
Servicemember |
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I had an account with Citizens bank in XXXX XXXX XXXX XXXX in XXXX XXXX I had recently gone on XXXX and had purchased a new T.V also a new 4 wheeler amongst other items For a total of {$6900.00}. It was from roughlyXX/XX/XXXXthroughXX/XX/XXXXroughly I believe so a few weeks had gone by and I had not received any of my items so I contacted my bank they stated they paidXX/XX/XXXXand I calledXX/XX/XXXXthey said they never got the funds. I then go into my branch and spoke to a clerk then manager then I had to come back and talked to the general manager of several branches of Citizens bank and he had called his corporate office and had gotten into an argument with them over trying to get me my money back. He had hung up the phone and told me after he was on the phone for almost 3 hrs he hung up snd stated to me XXXX im sorry but they are failing to refund you your money so you have to sue me I said what he said yes you have to sue me go file the paperwork you will win because we had your money and some how someway it got lost between here and pay pal. So go down and sue me you will win and get your money and late fees etc and court cost. I had tried going down to court house but it was to much money for small claims that I had to retain. Council but I did not have the money to do so and still don't. So I figured maybe your office can possibly help me?
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| 06/26/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
Older American |
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On XXXX XXXX I opened an account at Citizens Bank a national bank because they offered high interest rates on their savings account. The money transfered that day and my account was opened. I received an email dated XX/XX/XXXX that my account was opened and active ready to use. They posted in the email that their was {$2000.00} was in my savings account and {$1000.00} was in my checking account ready to use as I had requested. See attached document. A few days after it was deposited, I realized that it was not Citizens Access Bank with the desired interest rates so I told him I wanted to close my account and open my account with the correct bank to receive these rates. I instructed him to send my {$3000.00} back to XXXX XXXX XXXX. He agreed to this in the phone call. What he ended up doing was closing the account before transferring the money. I never received the funds in a check or into my XXXX account. I have spoken with to numerous managers at Citizens and they claimed XXXX should have received the money. When I contacted XXXX and spoke with XXXX the manager she said Citizens never transferred the funds back. Citizens bank has refused to do anything to retrieve my money and is denying I ever opened an account. Refer to the attached document ( email from Citizens when the account was opened ). Can you please assist me in getting my money back?
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| 09/02/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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Please refer to the attached document as supporting evidence of my claim.
I opened a Checking account with Citizens bank back in XX/XX/ with a {$300.00} promition code. I followed all instructions and I received more than {$500.00} deposits in the first 60 days to qualify for the bonus but now the bank is not providing me the bonus and it says Each deposit needs to be {$500.00}. But as you can see in the evidence attached to this complaint that the banks promotion webpage does not say that clearly at all. The promotion says the account holder must receive " {$500.00} in the first 60 days '' and that is what I did. If the promotion page displayed this details I would have made {$500.00} deposit instead of 2 deposits of {$250.00} totaling {$500.00} every month. The bank should not mis-inform the customers just to make them create new accounts. When I tried to show the promotion details to customer support agent of the bank on call the agent surprisingly said that some third party is promoting this offer and not the Bank itself when the promotion is clearly shown on the Citizens bank website only ( please refer to attached evidence ). I should be given my account opening bonus of {$300.00} and for future customers Citizens bank must fix the details in their promotion on their website so that no other customer should be cheated like me by the bank.
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| 12/22/2015 |
Yes |
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- Credit card protection / Debt protection
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Web |
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I have made several attempts about a charged off account from Citizens one ( RBS ) bank. As this account has constantly been inaccurate, they are consistently destroying my credit report with unfair credit reporting. They have changed the information on the credit report XXXX different times in the past year alone, each time furnishing inaccurate and untrue information. I have disputed this multiple times with the credit bureaus. Further, they had a debt collector, XXXX, call my home an harass me at all hours of the night. Further they used inappropriate language telling me I am a " scumbag that does not pay my bills. '' They then threatened me that if I did not pay they were going to freeze my bank account and get me locked up in jail. The man I spoke to refused to give me his name and started to name all my family members insinuating that my family would be at risk if i do n't pay.
XXXX XXXX 's address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NH XXXX according to XXXX.
Further, I 've attempted to contact the company to remove this debt, but the only information I 've received from the credit bureaus is a phone number that is inaccurate. I 've been harassed and my credit worthiness has been hurt by this! I am including a snapshot of the phone number that they are reporting, which gives a disconnected line every time you attempt to call.
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| 10/14/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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On XX/XX/22 a check was fraudulently cash on our HOA account. A check for {$520.00} was altered to {$18000.00} and cashed. A claim ( XXXX ) was filed XX/XX/22 with XXXX XXXX at the XXXX branch XXXX She said the check appeared to have been " washed ''. I have been calling and responding to all correspondence from the bank and have received no results. The declaration of Unauthorizes Endorsement as well as supporting documents were submitted to the claims department on XX/XX/22. On XX/XX/22 I contacted customer service about the lack of response and I was told this would be escalated to the Chairman 's office and someone would be in touch within 24-48 hours. I have called several times since then, received conflicting information, and no one has contacted me as of today. The police have complained about the lack of transparency, but have been able to work with XXXX XXXX to determine the account the funds were deposited into. Some of those funds are still there. We have done EVERYTHING that has been asked of us and it's hard to believe that our funds are not safe in a bank. We feel our funds should have been returned immediately and we do not feel that we have been protected as consumers.
XXXX XXXX of the XXXX XXXX XXXX, MI police department XXXX has been doing an outstanding job, bur we are reaching the limits of his jurisdiction. We need help.
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| 05/07/2018 |
Yes |
- Checking or savings account
- Savings account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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On Friday XX/XX/XXXX I discovered that 4 ACH withdrawals were made from our savings acct. {$450.00}, {$900.00}, {$100.00} and {$2100.00}. I immediately contacted our bank Citizens bank and it has been a nitemare!! I went thru 5 different people and finally made a complaint on social media. I then was contacted and told that they would work on it and wed hopefully have our $ $ by today or tomorrow. I asked the bank how this happened as we have NEVER had an ACH withdrawal from our savings before. No one can give me an answer. I filed a complaint with the XXXX and my complaint with Citizens has now been brought to the attn of the chairmans office but when they called me today, they said nothing except their name and that theyd be handling my case? She said Id get a phone call by the end of the week?? I just now discovered that 2 MORE FRAUDULENT WITHDRAWALS HAVE TAKEN PLACE TO MY CHECKING ACCT!!! {$400.00} and {$600.00} ... .I called the bank again at XXXX XXXX ... spoke to a supervisor who filed those two additional claims and only apologized!! I am disgusted and I want my money!!! I want answers too!! How did this happen?? What kind of fraud security am I being provided with? No one at the bank can tell me?? I want my {$4600.00}!!! Im filing complaints with the state tomorrow and will continue to do so until our money and explanation is returned
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| 05/24/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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I filled a claim for unauthorized transactions in the amount of approximately {$94000.00}, Citizens Bank never contacted me to ask what the issue was and closed the claim saying no fraud occurred on my account after looking at the history, when no history existed, as I just opened my account with Citizens. Its clear Citizens did not investigate this claim because I was never contacted and for that Citizens wouldnt know what to even investigate as well as stating that the account history was a deciding factor when no such history was available for citizens to use. I have sent my local branch ( XXXX XXXX XXXX ) a demand letter advising them that I will seek damages allowed under the electronic transfer act if I do not receive a refund on my account. The act allows for treble damages and attorneys fees if the financial institution fails to investigate consumer claims and I feel that this is what occurred with my claim. Although I have spoken with an attorney who is willing to start litigation in this regard, I thought I might try this before I start the litigation process. Please let me know if you have any questions in this regard and thank you for taking the time to investigate this matter.
I have also attached just a few of the documents that I would have presented to Citizens if they contacted me to investigate my claim.
Best, XXXX XXXX.
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| 11/18/2021 |
Yes |
- Debt collection
- I do not know
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- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
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I was getting emails & mail that " Citizens One '' was denying me credit ( XX/XX/2021 & XX/XX/2021 ) I ignored then initially because I thought if I clicked-in they would be the ones trying to steal my info ( I'd never heard of them ). Then XX/XX/2021 I get a email of a bill for XXXX and that I was late paying. So I went back in emails and found another one on XX/XX/2021 that they shipped a XXXX for {$880.00} bill. In between all the " denial of credit '' I never once received a " we opened your credit account '' - just a " past due '' amount weeks later.
I called Citizens one on 4 occassions only to be told that I had to get to their dispute department and they'd send a package of credit fraud. On XXXX occasions I was disconnected. I then began getting phone calls everyday about a past due bill. I'd click to receive and always disconnected. I went on " Identy Theft.gov '' and filed a dispute. It said to stop my credit and write them.
I put a credit freeze on XX/XX/2021. I wrote to Citizens one on XX/XX/2021 and it was sent back. Finally on XX/XX/2021 I received a call and was able to put in my dispute. I'm waiting on their " credit fraud packet ''.
Also, since then I've had 2 banks call and someone was trying to open a credit card. Thank goodness I had the credit freeze. I explained the situation and of course no credit cards went out.
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| 05/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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We are reaching out for help, with the hope you can help keep a family in their home. We have a son with XXXX XXXX XXXX. After enrolling into an educational program, he lost his XXXX in XX/XX/2016. Anyone familiar with this diagnosis is aware there isnt a magical cure or treatment. We fought, and eventually were able to have it reinstated. But during this time, we were dependent on our savings and fixed income.
Because of our tax return, we were able to get to XX/XX/XXXX without missing a payment. With just XXXX paycheck, medical expenses and XXXX children, even with our best efforts we fell behind. When we were finally on our feet enough to be able to put together a month or two, our bank declined the payment. They wouldnt take our money or work with us to make it right. We wanted to get back to paying on time, as we had before, but they said they wouldnt do anything until we paid the entire balance.
For twelve months, weve been working on trying to get back on track. Weve been battling simultaneously for our sons XXXX, which has been resolved, and also to keep our home. Weve filled out, collected and sent in paperwork over and over because it always somehow got lost. Id receive letters in the mail, but every single time I tried to reach someone on the phone, Id be on hold forever and never reach anyone. It was, and is still a nightmare.
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| 05/16/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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On XX/XX/XXXX, I did call my bank, Citizens Bank, because I noticed there were multiple charges for " Foreign fees '' withdrawn from my account. I know that during this past month, I did not make a purchase outside the USA. I called their customer service line, where XXXX told me there were fees all the way back to XXXX of XXXX for the same two companies. The Companies in question are XXXX ( XXXX based company ) and XXXX XXXX ( XXXX based company ). I asked why these fees had been charged to me and the representative told me that they had been done in error and that he would transfer me to the right department to help me. The overcharged are as follows ; XXXX {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$2.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$2.00}, XX/XX/XXXX - {$.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00} for a total of {$18.00}.
Once I was transferred to the next department, a Supervisor with XXXX XXXX stated the errors were on their end, which I knew and that they ( Citizen 's Bank ) would only go back to XX/XX/XXXX to reimburse the fees they illegally took from me.I told her this was unacceptable and she told me there was nothing further I could do because she is a supervisor and has the final say. The reference number for this is XXXX.
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| 01/10/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Banking errors
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Web |
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Citizens Bank sent me an account opening bonus for {$700.00}. {$300.00} for opening a checking account and making $ XXXX direct deposits within 60 days, {$300.00} for opening a savings account and making a {$15000.00} deposit within 10 days, and {$100.00} for doing both. I opened the account on XX/XX/2021. I called customer service today to check on the eligibility of my offer, and was told that I only qualified for the checking bonus due to the $ XXXX deposit not posting into the account until the 11th day. I made this deposit within the first week of opening the account, and an " extended hold '' seems to have been placed on my account, because standard availability did not occur, despite bringing a cashier 's check into their branch location at XXXX XXXX XXXX, XXXX, PA XXXX. I was never told about an extended hold and believe that this was done with full intentions to not pay the remaining {$400.00} bonus out. When I asked to speak with somebody higher, I was told that this was firm and they will not be paying this bonus out due to the deposit posting on the 11th day. This is entirely unreasonable and entirely shady on behalf of the bank, although this seems to be common practice with Citizens Bank. I want my {$400.00} bonus paid out on or XX/XX/XXXX, along with my checking account bonus, which is set to be paid out on that date as well.
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| 10/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I believe that the rate on my adjustable rate mortgage is wrong. The mortgage is a variable rate mortgage with the interest rate calculated by taking the published " index rate '' and adding a certain number of percentage pts. called the " margin. '' Under my loan agreement, my index rate is a 1 year LIBOR and my margin is 2.25 %. The Libor rate being as published in the XXXX XXXX XXXX.
I received a letter from Citizens One Home Loans ( CCO mortgage co. ) ( Citizens Bank of Ma. ) stating that my new monthly interest rate would be 4.375 %. My rate change each 12 months can not rise by no more than 2.00 % with a margin of 2.25 %.
I checked the Libor rate XX/XX/XXXX & XX/XX/XXXX and it was 1.89 %. According to my math, 1.89 % plus 2.00 % comes to 3.89 % Even if I add 2.25 % I still come up with a rate LOWER ( ( 4.14 % ) NOT 4.375 % which is stated they will charge me starting on XXXX XXXX 2019. Why is this wrong?
I was also denied any access to speak to anyone in management so I am turning to you for help in this matter. Also, I was told by a clerk that the law states that my letter stating new rates had to be mailed out 75 days prior to my rate adjustment. Why? Did they figure my rate XX/XX/XXXX when my mortgage doesn't even flip until XXXX to grab a higher Libor rate? This does not seems fair or right. Please help me with this matter.
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| 08/18/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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XX/XX/2018 I withdrew cash from my bank atm {$3600.00}, immediately i went to the teller to deposit it. The teller took the cash and counted it with a cash counting machine behind him. He tells me that the amount of cash i gave him was less than the amount i want to deposit, {$3500.00}. I told him that can not be because the money was just withdrawn from the bank atm and brought to him right away. He counts the money again in another machine and comes up short again. The branch manager counts the cash and he also comes up short. Somehow the missing cash was lost when i gave it to the teller because i did not drop anything between the atm and tellers desk, my husband was with me throughout the whole event. The branch manager said they can do an audit on the atm to see if there was a overage. XX/XX/XXXX i called the branch and rep said the audit came up normal, no overages. The rep said they would conduct a investigation on the teller and look at video footage from the day cash went missing. I called several times and emailed the rep and branch manager to get a status report but they ignore me and do not respond. It seems like they have stopped any investigation in my case. I feel like the teller stole my cash and the branch is covering it up by not contacting me. To this day I am still short {$100.00} and waiting for a response from my bank
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| 07/27/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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On XXXX/XXXX/2017 a {$5000.00} ach wire was sent to my checking account. The checking account had closed on XXXX/XXXX/2017 I did not know this as there was nothing on line to indicate account was closed. On XXXX/XXXX/2017 I called the bank was told to go to branch open new account. When at bank was told money would transfer XXXX/XXXX/2017. I called bank on XXXX/XXXX/2017 when money not made available I am told that they took care of overdraft {$450.00} but I not given access to funds. I am told money will be made available after 15 day hold for check to clear. I remind that this wire not check .Told me will hold till XXXX/XXXX/2017. I also complain that know where on line does it show that {$450.00} was paid or that holding {$4500.00}. On XXXX/XXXX/2017 I go to branch am told money will not be made available till XXXX/XXXX/2017 will mail a check. I offer letter from ach company to show money went threw was told does not matter. I understand a few day hold as account was overdrawn and closed but not almost a month to mail a check. I understand half of this my fault for over drafting account and letting it close. However I received nothing in mail or show on line account closed. Because of this I can not go on vacation I paid part cant pay balance. Mortgage and car insurance not paid. Still not have anything showing bank is holding my money
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| 10/25/2017 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Problem with additional products or services purchased with the loan
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Web |
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I have been calling CitizensOne for the past month to obtain a letter to register my car in a different state. I was told this will take 6-8 weeks, I paid the fee on XXXX and to obtain the supporting documents and was told that CitizensOne could not find my title, therefore, this request could not be processed. I called CitizensOne about the issue and they said their " back-office '' is where all the titles are stored and they never received one. I received my title memorandum on XXXX, this was sent to me the same day the dealership sent the title to citizensone. I spoke with the dealership and the title was mailed on XXXX/XXXX/XXXX directly from the Ohio XXXX. I have call 3x a week since the middle of the XXXX and have since tried to refinance my car over the issue. While trying to refinance my car, I was told it will take 120 days to get the title information. The bank keeps passing my claim to it 's supervisors who promise answers within days but nothing ever gets resolved. It 's been over a month and a half and I have not been able to drive my car I recently purchased because I am unable to register it in NY without an authorization letter. Since I have found a bank who will give me a letter within a day and decided to use them to refinance my car, CitizensOne is not working to get them the information they need to finalize the loan.
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| 03/15/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Citizens bank card I have a late payment reported that was fraud not done by me I disputed this with the credit bureau and they came back from the company saying it was valid.
I was never given the option to opt out according to 15 US Code 6802 B- Obligations with respect to disclosures of personal information ( a ) Notice requirements Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title.
( b ) Opt out ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
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| 11/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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citezen one bank. I have been trying to get out of the XXXX XXXX forbearance since XXXX of XXXX the entire time i have been getting the run around instead of being able to get back to my mortgage payments. every time i call they tell me that my XXXX XXXX XXXX name will be removed from the mortgage, and a notary will contact me shortly to finalize everything, just to wait until the end of the week and give a call back to check. at the end of the week I call back, and they tell me that they are still waiting on something new. I have summited many documents in a timely manner, and still continue to get the run around. sometimes when i call they say that the notary called me and i missed them, but i always have my phone on and near me. i have only ever received XXXX phone call from them, and that was a call telling me they were canceling the notary, but then said he has to look into something and would call me the next day by noon. its over a week later and i haven't heard anything from them, except when i call them and they tell me who ever called me was wrong and everything is fine. i called today and the lady said ohhh no, it looks like there removing you from loss mitigation and into foreclosure ... .. im at my wits end with this company. a year this has been going on. i would love to attach documents but they don't send me anything.
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| 06/15/2022 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Bounced checks or returned payments
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Web |
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I had some funds for the amount of XXXX for property damage to be direct deposited into my citizens bank account, from XXXX XXXX, the Adjuster made the payment on XX/XX/2022 also sent email for confirmation that morning around XXXX. I saw the email then checked my account online banking seen the funds posted and the money I owed the bank recovered which was for XXXX dollars, which brought my balance down to XXXX. I ALSO call the bank that evening to verify my funds, because it was strange that I couldn't use my debit card, thats the same way the XXXX from XXXX XXXX use to make the payment by that method, so I had to go to the bank in the morning. XXXX o clock the next morning XX/XX/2022 all my funds gone with A reoccurring fee of XXXX dollar charge off account. How's that when it was paid positive account with A balance of XXXX and repsentive verified that the day before. I go to the branch they don't see any transactions don't file any disputes call by phone samething transfer all over and don't handle nothing just ask me for the XXXX. Strange that citizen won't reach out to the Adjuster. But the Adjuster is willing to submit what ever he need. No payment ever sent back to the sender yet it 3 weeks later. Citizens still haven't done anything. Acting like I stole my own money somebody from their department committed an fraudulent act.
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| 08/08/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
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I have a Home Equity Line of Credit with Citizensbank. Prior to XX/XX/2019, I was able to transfer funds from the HELOC to my checking account at Citizensbank as needed and transfer funds back to HELOC to pay down the principal at any time. The interest payments on my HELOC are auto-debited from my checking account on the XXXX of every month. On XX/XX/XXXX ( 23 days prior to my interest payment of {$71.00} being due ), there was only one online option to transfer funds to HELOC when transferred funds to bring my outstanding balance outstanding to XXXX. My account online reflected this.
On XX/XX/XXXX, while online, I noticed that my HELOC showed a balance of the amount of the interest outstanding ( interest that was still not due until the XXXX of the month ).
I called the bank and they indicated that 1 ) they had changed the online interface and any payment will be applied to any outstanding interest first - then principal and 2 ) the only way to have a payment applied to Principal only was to call the bank. I was never notified of this change by the bank. This is deceptive and predatory tactic by Citizensbank - as interest calculations on these accounts are based on daily balances - so this change ensures that the bank essentially earns interest on interest that they have received earlier than it is due! Please help! This is wrong!
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| 11/08/2016 |
Yes |
- Consumer Loan
- Installment loan
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- Taking out the loan or lease
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Web |
Servicemember |
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I was applying to Citizens Bank/Citizens XXXX XXXX XXXX XXXX XXXX, RI XXXX for a loan in reference to the XXXX, as per : XXXX The XXXX Upgrade Program is financed through : Citizens One Subject to eligibility* I applied in store on XXXX XXXX 2016 - was denied, due to the XXXX employee mistyping information. The employee did n't verify the information so I was declined loan, I waited 75 minutes and called Citizens One to get a case started to resolve the issue, was given a dispute number.. I wated the requiste days, and was told that CO Bank would reach out to me. They never did, so I engaged again only to be told they would reach out within a couple more days. I had to have the agent send me an email to verify they would. The agent gave me my needed details. I waited, no call so I engaged again and the next agent didnt seem to know what I was calling about. I gave my dispute number and they seemed to think I had just started calling ; after I got her manager I was able to get some details. The department that handles the disputes for this issue ( ironic they need one ) had a decision just no one called me. So I had yet another manager level agent send me an email guaranteeing that the bank would contact me ; but at this point realised the fact that I have to have the company email me to ensure they stay honest sort of scares me a bit.
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| 09/08/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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RBS Citizens Bank NA is intentionally deceiving its customers by manipulating its transaction processing in order to extract {$35.00} overdraft fees. Citizens represents to its customers that they will not be assessed an overdraft fee if they cover the overdraft balance on the same day ( i.e. by moving money from their Citizens savings account to their Citizens checking account ). However, they intentionally withhold processing of certain transactions until XXXX. Therefore, customers overdraw in the middle of the night, and only have 59 seconds to both recognize the overdrawn account and to complete the transfer request. I have been a Citizens customer for 27 years, this has never happened before, and Citizens refuses to waive the {$35.00} overdraft fee, even though funds were moved from savings to checking to cover the overdrawn account on the first full day of noticing the account. Citizens ' intentionally manipulative policies entice customers to rely on the ability to move funds to avoid a fee, and then takes advantage of this misplaced reliance to extract exorbitant fees. Citizens must either change its processing to put through transactions as they occur ( similar to other national banks ), or notify customers that they should not rely on the " same day '' policy -- as that same " day '', in most cases, is less than 60 seconds.
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| 09/02/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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i have a mortgage with citizens bank for my home for a small amount, maybe 10-15 % of its market value. i have had this mortgage since 2012 and make my payments in a timely manner. i opted to pay my own taxes and have been doing that, but possibly twice i underpaid or was late in a tax payment and citizens bank insisted that they needed to set up an escrow account. These events were unusual for me, coinciding with a trip abroad and then an emergency in the family and i rectified them as soon as i was aware. As i have been paying taxes, they have paid overlapping payments, requiring refunds which seem to be sent to them, or payments forward. The escrow account that they have set up demands an amount for escrow that is outrageous, resulting in approximately a 50 % overage by the end of a tax year. i have tried to call the person at citizens bank who manages my account but she is " away from her desk or on another call '' EVERY time that i call and never returns a phone call despite my messages. customer service keeps referring me to her and assures me that they have contacted her department and that i should expect a call back.
i want to pay my own taxes. i also want citizens to be put on notice that they are not allowed to charge excessive amounts to any of their clients and that customer service should include answering phone calls!
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| 05/20/2022 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Funds not received from closed account
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Web |
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The XXXX Bank has canceled my previous checking account for no reason and without notifying me in advance, and they also have frozen my deposited money for half a year without returning it to me.
I filed a complaint ( COMPLAINT ID XXXX ) on XX/XX/XXXX, and the bank is under pressure from the complaint, on XX/XX/XXXX, the bank asked me to go to their branch ( located at XXXX XXXX XXXX. XXXX XXXX NY XXXX XXXX to resolve the case.
I went to the branch on time upon the appointment. first, the branch representative ( name : XXXX XXXX XXXX asked me to show my ID for verification and signed all the documents they required. During the process, another representative ( name : XXXX XXXX XXXX stepped in and stopped the process, Put me on hold for 2 hours for nothing, and then finally came over to claim that I did not have Notary, did not meet their requirements, and refused to refund the previous balance amount of my checking account.
Obviously, they turned the simple things became more complicated and they just wasted my whole afternoon time failing to solve my problem, until now the bank still owes me about {$3000.00} in deposits.
Additionally, My Checking account info with the XXXX Bank : Account Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX Checking Account Routing number : XXXX Checking Account Number : XXXX
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| 09/18/2022 |
Yes |
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- Trouble during payment process
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Web |
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Roughly three months ago I started the process of refinancing with XXXX XXXX. After the process, I was getting ready to close with XXXX XXXX and the underwriter requested the last 12 months payment history being reported on time. Upon requesting this information, XXXX from XXXX XXXX and I noticed my payments for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ( that were paid on time ) according to loan modification papers and payment history ( which is attached below ) are being reported for paying XX/XX/XXXX which is the beginning for my loan forbearance/ modification. Modification paperwork that I have agreed to had my payments resuming as of XX/XX/XXXX. My refinancing is all set pending I receive payment history reporting correctly or a letter on company letterhead stating those payments are for the correct months and have been on time, not thirty days late, for the last twelve months.
XXXX ( XXXX XXXX XXXX XXXX ) and I have made several attempts by calling, emailing, and faxing, multiple times each way and have got the run around for the last month and a half. We have talked to many supervisors that have stated that the problem will be fixed. As of XX/XX/XXXX, XXXX and I haven't gotten any results or resolution to this matter. My refinancing time before having to re-apply and start this process again from the beginning is running out.
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| 02/23/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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My name is XXXX XXXX XXXX and Im a XXXX citizen living in the XXXX. I had a checking and savings account with XXXX. I am currently living in XXXX. I was notified my account would be transferred to Citizens Bank. Since this transfer, I have not been able to access my account or my funds. I was on hold for over XXXX hours with. No answer. I hung up and tried later and was on hold for over an hour. Ive called numerous branches with no answer and Ive tried several times with online chat and Ive been told I need a XXXX based number now to access my account. My account with XXXX was opened while I was in the XXXX so I dont have a XXXX XXXX number. Ive been told in the chat that XXXX cant access my account without a XXXX number so my funds are unavailable to me. I have not received any information regarding my new account. I do have the new debit card, but it does not have the bank details on it and I have no PIN. I also cant download the app for my phone because its not available for people in the XXXX. Ive sent an email to them regarding this and the email has come back unreturned. Ive looked online and it appears people who are not based in the XXXX are having the same problem. XXXX concerned I wont be able to access my funds. Ive just finished with another chat and they are not allowing me access to my funds. Please help me with this.
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| 02/14/2020 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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Web |
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On the statement dated : XX/XX/2020 statement - Citizens Bank sent out a statement that is mathematically incorrect! They state : Previous Balance Minus Payment Plus Interest Payoff Balance {$54000.00} - XXXX + XXXX = {$53000.00} The payoff balance is off by {$13.00} ... Why??
When I contacted the bank - they said it was " lien waiver '' fee from XXXX County ( which is currently {$25.00} ).
This is the 2nd time this bank has added a balance to my account without any indication of what these additional amounts are being charged to my account for.
I have repeatedly requested that if they add any amounts to my account that those amounts be described in a separate line item. They refuse.
Additionally, It makes no sense for them to add this to an ongoing payoff balance. With any other mortgage the mortgage company is focused on what you owe them. Once a pay off request is received - then the mortgage company can check with municipality to disclose/collect the amount due for the lien release which can change ...
Every single time I go to balance my account - I can not! Because of the mathematical errors and the lack of disclosure of what this bank is adding to my payoff amount.
It would seem to me that a regulatory agency would not allow banks to willy nelly add to a customer 's pay off balances without property disclosure?
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| 06/21/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened a Citizens Bank Platinum checking account under a promotion on XX/XX/XXXX. The account was approved on XX/XX/XXXX. The promotional term is " Get {$400.00} to open a Platinum Checking account with a single direct deposit of {$1000.00} or more within 60 days of account opening ''. I click on the " open account '' link as provided on Citizens Bank website and no promotional code was required per the instructions.
After 2 months of meeting the requirement, I still have not received the promotional offer and have paid {$100.00} in total monthly fee to keep the account active in order to get the promotion. I contacted customer service on XX/XX/XXXX and was told to send a secured email. After 6 email exchanges ( via the Bank 's secured email system ) and faxing of supporting documents and application screenshot, there was still not resolution while another {$25.00} account fee was charge on XX/XX/XXXX. I contacted customer service again on XX/XX/XXXX and after 25 minutes, I was told I need to enter a promotional code to be eligible for the offer. I mentioned to the customer service rep there was no promotional code at the time of account opening on XX/XX/XXXX per the attached screenshot but it was felt on deaf ears. This is simply an attempt by Citizens Bank to trick consumer into applying for an account with high monthly fees.
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| 08/26/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
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- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
Servicemember |
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I am an XXXX XXXX member currently in XXXX that was notified of an account opened under her name for XXXX XXXX XXXX. I caught it pretty early seeing it was opened XX/XX/2022 and disputed it and claimed fraud alerts to the credit bureaus. I reached out to this bank itself and told them I had no idea about this bank, the credit card, let alone the amount which {$610.00} has been used on it. It was used to purchased items from a different location back in the XXXX XXXX I suppose, but again I live here in XXXX at the moment. I sent pics of my Id, reported fraud to this bank, send in receipts, and any more paperwork they have asked for. After denying my claim numerous times I continue to call the identity theft number for their bank XXXX and the last thing I heard from them and also spoke with from this bank is im not sure what else you can do, it looks like its just going to get denied which is not fair. I have always had a good credit score. Up until this account opening my XXXX XXXX XXXX has gone down to XXXX and Ive been fighting this battle for over a year now. I Pay all my bills on time. I have never had any bad credit history up until now. The only reason I get told why it cant be taken off my report is cause it has my information and address from my home of residency, which I can repeat IS NOT ME as I am stationed in XXXX.
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| 11/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
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Hi I had fraud in my Citizens Financial Group. credit card ending in XXXX. This happened back in XX/XX/XXXX and XX/XX/XXXX. On the XXXX there were 2 charges made for {$2900.00} and on the XXXX for {$1400.00} and all of these 3 transactions were unauthorized charges and were made without my knowledge/consent. I had lost my wallet and in it my credit card and ID. I sent Citizens the police report that I filed at the time, I also told them I am willing to sign an affidavit stating that these transactions were made without my consent but bottom line Citizens still didnt give me credit back for this and are holding me responsible for this. These transactions happened overseas. I have been fighting about it ever since and I am trying to get to the bottom of this. They have been very unprofessional and I have the hardest time trying to reach out to a representative that I can talk a discuss the matter.
I dont know what else is it that you these guys need from me. I told them to try contacting the merchant, check cameras, whatever it is that they need to do. I just want to get to the bottom of this and I want the credit back into my account. I will keep fighting this and appeal it cause I wont be held responsible for any unauthorized transactions.
If theres anything you can do to help, please.
Thank you My kindest regards to you.
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| 09/25/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
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Web |
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I deposited a check onXX/XX/XXXX for {$5900.00} and waited for Citizens Bank to clear the check before using those funds for any transactions. I specifically asked them when the check would clear, they replied " tomorrow at 3 ''. I checked my account online and the funds were still pending when I asked that question. I checked and the funds were no longer pending and were now shown in my regular funds that are available on XX/XX/XXXX so I went ahead with the transaction onXX/XX/XXXX. The check for {$5900.00} was withdrawn onXX/XX/XXXX The check was " recalled by the bank '' according to the teller and I was charged with an overdraft. Even though I had waited for the check to clear before making a transaction. I would have never had made that transaction if I knew there was even a remote possibility of that check being recalled and the funds no longer being available. Now I 'm out nearly {$1900.00} from that transaction and the bank will not accept responsibility for their actions. I also just received a statement back for my overdraft with a copy of the check that is stamped " Altered/Fictitious '' ... Why was the check cleared in the first place if that 's the case? And why was it moved from pending to funds available on my online account? And why was I told it was recalled by the other bank that obviously does n't even exist?
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| 02/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American, Servicemember |
|
I write you to address cascading events sprung by serial errors of Citizens Bank XXXX XXXX MA. It started last fall with XXXX mailing my bank statements to a defunct out of state business address in error. These statements indicated three returned checks with associated overdraft fees. XXXX mailed a letter to me received on XXXX XX/XX/2022 stating that I owed XXXX {$230.00}.
This if the first time I knew there was a problem since all my statements were being sent elsewhere without my knowledge or consent. I called the number on the letter, and I asked for and got a list of the six charges totaling {$200.00}. I agreed to pay the full amount of {$230.00} immediately. The XXXX Rep said if paid that same day there would be no further action.
I immediately went to the XXXX ( local ) branch, met with Bank Manager XXXX XXXX XXXX, explained the situation, and I paid the full balance. She assured me that the matter was at that moment ; settled. XXXX XXXX revealed the statements were going to a NH address and thats why I had no notice. Further, she said she would bump my complaint up to top management for corrective action. As of now, I have heard nothing.
Yesterday, I received a demand letter for {$230.00} from a debt collection company, XXXX XXXX XXXX, XXXX ( attached ). Now, my credit score has been damaged by false reporting.
|
| 07/14/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
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On XX/XX/2021, XXXX XXXX from XXXX XXXX XXXX XXXX sent me a link to an invoice ( see email correspondence attached ). The link she sent was the wrong invoice, and was in fact a link to an unpaid invoice for a different customer. Not seeing the error, I paid the invoice on XX/XX/XXXX using the link she provided.
I immediately contacted her via email and let her know about the error ( see email correspondence ).
I immediately contacted Citizens Bank via phone and let them know about the error. Citizens bank told me via phone that there was nothing I could do until the payment cleared, then I could dispute the charge. I waiting until the payment cleared, then immediately contacted Citizens Bank and filed a dispute for the charge. Citizens Bank did not provide me a claim number.
After not hearing anything from Citizens Bank or XXXX for a couple weeks, I contacted Citizens Bank to check on the status of my claim. I was told that they could not find any record of my claim, but I could enter a new claim now, which I did. The claim number for this second claim is XXXX.
Today ( XX/XX/XXXX ) I received a letter from Citizens Bank telling me my claim was denied because I waited too long to dispute the charge, even though I first contacted Citizens Bank before the charge even cleared, and again immediately after the charge cleared.
|
| 12/08/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Fee problem
|
|
Web |
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I called today XX/XX/XXXX Citizen Bank to ask about a hold I had when I tried to transfer money from this Savings account I have with them One Deposit Savings and they had mentioned that this is due the account is dormant, and thats why I have been getting Dormant Account Fee for {$5.00} every month since XX/XX/XXXX.
The original story is that I used to have a savings account with XXXX that I opened in XXXX and in XXXX XXXX was acquired by Citizens, so they transferred my money to a new savings account with Citizens Bank. According to the guidelines from Citizens Bank website, account is considered dormant if theres hasnt been any activity for 2 years. But when I asked the representative and her manager about why my account is dormant, since according to the guidelines, my account is opened in XX/XX/XXXX and it hasnt been 2 years yet to be considered dormant, they voiced that the account open date is XXXX ( my XXXX account open date ). I asked them how it is possible to consider my XXXX account open date as my Citizens account open date, and that I shouldnt be charged for all these months since XX/XX/XXXX till this day because I havent been with the bank for 2 years.
Manager only offered me a refund of 6 months ( {$30.00} ) out of the total amount ( {$90.00} ) and refused to do any further escalations when I asked him to.
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| 09/24/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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I sent out a dispute for billing error to CITIZENS BANK N.A., three times for a credit card ending in XXXX, which the company was in receipt of the dispute. I have a proof of mail and delivery. I questioned the account and its balance of XXXX XXXX according to the fair credit billing resolution. CITIZENS have not wrote me back or proof on anything that I asked for. In additon, they violated the fair credit billing act by not sending me a response of receipt of the dispute in 30 days, they accelerated charges to the account with two interest payments, and they added a late fee to the account. CITIZENS wrote me stating that they are attempting to collect a debt while still in a billing error dispute. They also took adverse action against me and put a latement on my consumer report defaming my character. I lost XXXX points to my credit score. XXXX from the XXXX XXXX spoke with me and apologize about what I have experienced which I have that recorded. He informed me to send them all documents via email, to take a look at it, that man never even emailed me back just to let me know that he recived it. CITIZENS are not incompliance with what is right by law. They forfeited on collecting. I filed a notice of default/intent to arbitrate, if I dont hear back I am filing AAA according to our arbitration agreement in the next two weeks.
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| 01/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
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Web |
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My mobile number was hacked and ported out to different operator. Reported it to Police for a Police Report. Raised a ticket with FCC and FTC. My email ID was also hacked using the hacked Mobile Number. Hackers transferred out {$2200.00} from my Citizens Bank checking account using XXXX payment. My phone number was originally associated with XXXX XXXX XXXX account through XXXX. But the hackers used the stolen mobile number and linked it with my Citizens Bank account to transfer fund out of my account. This incident happened on XX/XX/2023 and I have contacted Citizens bank the same day and raised a dispute and claim to revert that fraudulent transaction. But Citizens Bank denied the claim within 2 days without contacting me. I went to a local branch in XXXX NJ and the XXXX XXXX also contacted the internal departments. But no resolution was provided. The Bank XXXX suggested me to contact XXXX as the transaction went through XXXX. I contacted XXXX and they said, I need to contact Citizens Bank and Citizens Bank need to raise a dispute with XXXX for the fraudulent transaction. This looks like a blame game from both side without providing any support that I need. As per XXXX, Citizens bank allowed XXXX to link up my stolen Mobile Number and approved the transaction. I am looking for a resolution and want my hard earned money back.
|
| 01/11/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
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Web |
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Citizens Bank credit card is not calculating interest correctly, or even according to their stated terms. After receiving my XXXX statement, on or about XX/XX/XXXX, I called them for an explanation of how they calculated interest, since I believed it to be incorrect. I was forwarded to a manager, who explained that payments get credited in the following order : 1. minimum payment 2. any fees 3. purchases made in prior billing cycle 4. existing balances in order of highest interest rate to lowest Furthermore, the manager even TOLD ME that to avoid any interest charge in the next statement, I must make a payment of at least {$480.00} something. I therefore made a payment of {$480.00}, which you can see on my XX/XX/XXXX statement. Nonetheless, they STILL charged me interest on that statement, contrary to the manager 's verbal assurance to the contrary.
Since then, I have made sure to make a payment that covered ALL of the minimum payment + any fees + all purchases made in that billing cycle. Despite this, Citizens Bank keeps increasing the interest charged on each statement. For example, on my most recent XX/XX/XXXX statement, they charged {$27.00} on a XXXX purchase balance. Yet I only made XXXX in purchases the prior billing cycle, and made a payment of {$970.00} to cover those fully, along with the minimum payment of XXXX.
|
| 01/08/2018 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I opened a 1-year certificate of deposit with XXXX XXXX The account was opened online even though I lived in XXXX. In XXXX, we received a letter reminding me that the CD was about to mature and I needed to take action to receive my money back, otherwise it would roll over into a new CD. I called the number listed on the letter to ask to withdraw money but was told I had to go into a branch to receive the funds. I told the adviser that I had moved 6 months ago and getting to the branch would take a 2 hour drive. I was told that there was no way I could get my money without driving to a branch and no further assistance was offered. I called back 4 times over the next few weeks and no one seemed to be able to help me. I am sure I am not the only person who has moved away from the XXXX area. I was directed to call a branch and they directed me back to the call center. This happened multiple times. Finally, in XXXX, I was given an address in Rhode Island to mail a letter to that would authorize the money to be returned to me without going to a branch. I mailed the letter and about a month letter, I was told that I missed the 10 day window to withdraw the funds. I missed the 10 day window because no one knew how to help me. I was told to either pay {$50.00} or wait until 14 months to get my money. This is not fair - please help!
|
| 01/19/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Incorrect information on your report
- Account status incorrect
|
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Web |
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On XX/XX/XXXX, I ordered an XXXX video game system from XXXX using the XXXX XXXX All Access plan, which is a payment plan where you pay a monthly fee over XXXX years to pay off the XXXX and get access to their subscription service ( it's like a phone plan ). I received the XXXX, but it stopped working within a few days. XXXX had no replacements available so I had to return it. I mailed the device back on XX/XX/XXXX, which was confirmed by XXXX. On XX/XX/XXXX, I received an e-mail asking from Citizens Bank ( which administers the XXXX XXXX plan ) asking for payment. I called them and explained the account was cancelled, and sent them documentation vial e-mail on XX/XX/XXXX. On XX/XX/XXXX, I received a statement showing no balance was due. On XX/XX/XXXX, I received alerts from my credit card companies that my credit score had declined significantly. I checked online and saw that XXXX and XXXX said that I had a delinquent account from Citizen 's Bank, reported in XX/XX/XXXX ; I checked the details, and it doesn't indicate any amount due and doesn't say missed payments or anything like that. I filed disputes with XXXX and XXXX, but I have not heard anything. I've been trying to call Citizen 's Bank, but the people I've talked to don't know how to fix this. My credit score has gone down by XXXX points for literally no reason!
|
| 11/16/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
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I closed on the sale of my XXXX on XX/XX/22 with a HELOC payoff amount communicated to me by Citizens Bank on XX/XX/22. Upon further review, the payoff amount quoted by Citizens ( {$620000.00} ) is roughly {$1800.00} more than I should have owed. I believe this to be due to a glitch in Citizens systems whereby some of my prior accrued interest may have been capitalized incorrectly ( even though I attempted to pay the amount due, it was not paid ). I would be willing to even accept this glitch, but even if the interest was capitalized, it should have been relieved from my accrued interest. Therefore, my interest balance on the payoff document was much too high. I have all the supporting documentation to prove this. I have attempted to resolve this issue with Citizens customer service for 4 months ( 1 call per week lasting about 30 minutes each ) and am finally giving up and taking every available legal recourse I can. I am constantly told my Citizens that their " back office is handling this '' and that I will receive a summary of the calculations justifying the payoff amount. This has turned out to be a lie. Based on my other dealings with Citizens while applying for and servicing the debt, I am starting to think that this may be due to corporate malfeasance rather than simple incompetence. Case number XXXX with Citizens.
|
| 09/21/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
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I am a XXXX MA resident who has had a CItizens bank account for nearly XXXX years. XXXX weeks ago, I was robbed of my phone and had my identity stolen as the XXXX was able to bypass my iphone security and get past all my security credentials. My citizens bank account was connected to a peer to peer service where the XXXX was able to withdraw all the money in my checking account at Citizens through this app and the bank let it happen without any freezes place on my account. I reported to this the police and have an active investigation ongoing. I reported these fraudulent transactions to Citizens bank right away. I gave them the police report number and offered witnesses contact information who saw this happen and were with me around the time of the incident. I stayed in contact with the bank the whole time and was very cooperative. They kept telling me the investigation was ongoing and they would reach out to me. After multiple days, dozens of calls with their representatives and multiple branch employees, I was told flat out my claim was denied with no other information. The representative kept telling me still that the fraud department would call back and write back to me even though none of those things have happened so far.
Date of fraud - XX/XX/2023. Amount taken- Nearly {$7300.00}. Police report is attached below.
|
| 03/13/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
On XXXX XX/XX/2020, I attempted to pre-order an XXXX XXXX XXXX using XXXXXXXX XXXX " XXXX All Access '' program. I chose XXXX as the vendor and, after completing the order, realized the XXXX XXXX was replaced with an XXXX XXXX XXXX I tried to cancel the order and was told it could not be canceled and I would need to return it once received.
The day it arrived, I returned it using the RMA label provided via the All Access portal. There were no email addresses or phone numbers for me to check the status. Citizens One advised me that once I returnedthe XXXX, the account would be closed.
A couple of months later, I received late bill notices from Citizens One. I checked my credit bureau report and discovered a derogatory history from Citizens One indicating I was delinquent. I have spoken to Citizens One several times for hours at a time, and each time I was told a manager is reviewing the matter.
Citizens One eventually verified the XXXX was returned butstated they would not close the account until their contract partner " XXXX '' credited the loan back. I was assured that the account was not in collections, yet I still get monthly emails, letters, and text messages from the collections department, followed by lengthy phone calls that lead to no results. To date, no manager has called or emailed me to resolve the matter.
|
| 06/11/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
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This is an ongoing situation that is far more then my bank. Its my son my brother his wife. They all have fraudulently destroyed my youngest son SSI and my payments. They have comprised my cable and hacked our devices. They have planted things in my unit destroyed both vehicles twice. My mom left me beneficiary after her death. They have destroyed my mail and hers. They are impersonating me with social security, XXXX and XXXX. I have made a report with Federal Trade Commission. They gave me a reference number. Tried making police reports but phone keeps disconnecting do to monitoring. I my keys and wallet has come up missing in the past. Online shopping in my name unauthorized. PLEASE, whom ever gets this, PLEASE HELP ME. My life and my youngest sons life is in danger. I have contacted prosecutor XXXX XXXX office for help and was told to seek a probate attorney ASAP because she felt I was in danger as well. I tried contacting XXXX to block my credit report, no luck. I have no one to go to for help. I desperately need help with this. I have done nothing, this is all about my mom and our closeness that her and I shared. My email accounts are hacked. All of my phones ( 7 ) has been compromised. This is the eighth phone in 1 1/2 years. Please someone help me. I am constantly getting scam calls EVERYDAY .... please help me.
|
| 02/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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In XX/XX/2018 my mortgage was sold to a new servicer - Citizens One bank. Shortly after the sale, monthly payment amount went from XXXX to XXXX ( I was unable to get a clear explanation as what the reason for the increase was ). Since I had automatic payments set up with my Bank ( XXXX ), I continued making a monthly payment in the amount of XXXX for two months after the increase took effect.
Rather than billing me for the difference, Citizens One, who discovered the problem in XX/XX/2018, decided to refund my two monthly payments (!!! ) and then started making threatening calls to me, claiming I was about to default on my mortgage. I had to make an emergency payment of XXXX to make my account even.
The two payments of XXXX were refunded by ( physically!!! ) mailing 2 separate checks to my home address - each in the amount of XXXX, one on the XXXX and another - on the XX/XX/XXXX. Naturally, one of these checks got lost and despite me calling Citizens One numerous times for a replacement check, none was sent to me. It has been nearly two months and I can not get my money back!
I find it absolutely outrageous that this kind of unprofessional and borderline fraudulent behavior is tolerated - Citizens One is clearly incapable of providing quality service to its clients and should not be allowed to service consumer loans.
|
| 05/19/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
Hello, so I fell under a financial hardship in XX/XX/XXXX due to Covid. I called my mortgage lender Citizens Bank. I was offered a forbearance the end of XX/XX/XXXX, I applied for the Stand Alone Partial Claim in XXXX of XXXX. I have called my mortgage company weekly since I started the forbearance on XXXX. I am currently 4 months behind on my mortgage but I have been making my payments regularly since XXXX of XXXX. I call my mortgage lender weekly and they refuse to give me any information or tell me where I stand with my Stand Alone Partial Claim. Citizens is continuing my forbearance yet cant tell me what is going on with my account. I call weekly and no one can help me. Every single person gives me different information. This in my opinion is extremely unprofessional for such a large mortgage lender. I cant imagine how many other customers are struggling in the same situation I am. I have never had a company refuse to give me information regarding my own loan. They say they will have some one return my call and yet I never receive a call back. When ever I do speak with someone it is a call center out of country and the agents barely speak English. Its beyond sad that a company can lie and give so much misinformation. Please help me get this figured out. I dont know where to turn for help.
Thank you XXXX XXXX XXXX
|
| 01/05/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
Two Things ...
1. ) My credit card balance was decreased from {$1500.00} to {$950.00} AFTER I made several payments to pay down my balance. I had about {$700.00} worth of credit when CB ( Citizens Bank ) decreased my card balance due to my credit score dropping. My sentiment is that I felt it was unethical to reduce my balance after making payments that would certainly improve my credit rating and more. I hit a financial bump two years ago and now I am on track ; therefore, reducing my balance hurt my credit rating instead of improving it. I would like reconsideration of my original balance. I have no faith in knowing that if I paid this card off, the account would not be closed which would ultimately negatively impact my credit rating again.
2. ) I made an on-time payment on XXXX.20 ( Friday ) in the amount of {$100.00} but the payment is still showing as processing but I was charged a late fee. I had to log into my account to obtain this information. I called CB and was advised that the fee will be reversed because payments arent processed on the weekends. I advised that the cutoff time for Same-Day payments on the website says XXXX EST. The agent said its XXXX and is on our Customer Agreement. Ive lost faith in CB considering that I thought they did things differently. Their practices are alarming at this point.
|
| 05/06/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I did not authorize anyone employed by CITIZENS BANK OR ANY OTHER COMPANY, and including the agency copied, to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ) and a serious breach of my privacy rights I am making this final goodwill gesture to allow you to correct your erroneous reporting, and I am maintaining a careful record of my communications with the 3 parties above, and including multiple complaints with the Consumer Financial Protection Bureau, and the Attorney Generals office, should you continue in your non-compliance. I further remind you that, as in Wenger v. Trans Union Corp., No. 95-6445 ( C.D.Cal. Nov. 14, 1995 ), you may be liable for your willful non-compliance. Failure to respond satisfactorily within 30 days from this complaint, may result in a small claims action against the 3 parties, seeking {$1000.00} per violation for : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violations of the Fair Credit Reporting This was reported immediately from the alerts I got, and placed a security freeze to my credit file. XXXX is the only out of 3 agencies that have not put the freeze as requested, that both XXXX and XXXX did, and this in addition to several other inquiries started after the XXXX data breach publicly known.
|
| 07/14/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Credit monitoring or identity theft protection services
- Problem with product or service terms changing
|
|
Web |
|
|
I was a victim of identity theft and multiple banks were tried to open a line of credit under my name with my information. XXXX Bank XXXX XXXX did not accept the application because they couldnt verify my identity. Bank XXXX XXXX also denied the application and called me to verify if it was identity theft or not. Citizens one bank however, let the account be fraudulently opened under my information, and let a large balance be accrued. I had to freeze all XXXX of my credit bureaus and report to the FTC about my identity theft. I opened a claim with citizens one bank, and the person I spoke with on the phone said to file the claim online and they would fix the account and balance that I did not personally open. After I followed all the steps to report this account as fraud and identity theft, citizens one bank denied my claim, and is saying that I opened it and they are requiring me to pay a balance for charges I did not make. This needs to be overturned and resolved. I will not be a victim that pays for something I didnt charge, on an account that I did not open. This whole event of having my identity stolen has been grueling enough to deal with. The bank needs to update its security measures to ensure that people who are opening accounts have their identities verified, instead of just letting things push through.
|
| 01/21/2016 |
Yes |
- Student loan
- Non-federal student loan
|
- Can't repay my loan
- Can't get flexible payment options
|
|
Web |
|
|
My daughter attended XXXX XXXX and XXXX XXXX, NJ graduating in XXXX with a BS in geology. During this period I was employed. After suffering a XXXX XXXX and long unemployment, we were unable to make regular payments on the loads, and my daughter, while employed, makes less then {$10000.00}. Consequently we missed making loan payments. I contacted the legal department and the Office of the Chairman of Citizens bank, the lender, in XXXX XXXX in an effort to reestablish an affordable repayment plan. After several discussions in XXXX of XXXX, I was instructed in writing by the legal department to submit XXXX {$100.00} payments with the expectation that I would be subsequently billed regularly in an effort to repay the debt. I received no billing, and no further correspondence or contact until XXXX XXXX, XXXX. Starting on XXXX XXXX, XXXX, Citizens bank began dunning calls, XXXX to XXXX times a day, and began calling relatives. Then I received a letter on XXXX/XXXX/XXXX dated XXXX/XXXX/XXXX acknowledging the payments, advising that no further payments were received " since XXXX/XXXX/XXXX on the above referenced account, which you agreed to pay. '' Yes, I did agree to pay, where are the bills? Why have they immediately resumed vicious dunning tactics? Why did they not follow through with our agreement to resume billing?
|
| 08/18/2015 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
My complaint is about overdraft fees and service charges to my bank account in excess of {$130.00} accrued in less than XXXX month due to overspending the account by {$40.00}.
I opened a checking and savings account with Citizens Bank after receiving an incentive in the mail - open an account, receive {$200.00} after making several deposits. I initially deposited {$200.00} into the new checking account, and {$25.00} into savings. I made several purchases in XXXX 2015 and was charged XXXX {$35.00} overdraft fees totaling {$70.00}. Beginning XXXX XXXX and going on for the following XXXX days ( I am still unclear how long exactly this will continue or how to make it stop ) I have been charged an additional {$6.00} " service charge '' for " sustained overdraft fee '' EVERY DAY plus {$2.00} for the statement delivery. When I called the bank they were not able to clearly explain to me when the 10 days starts or stops. They also said it was not possible to close the account or cancel the fees until the account had been paid in full. I only overspent my account my {$40.00}. I am happy to pay that back as that was an accidental overage, but to now owe this bank almost {$140.00} more because they did not clearly explain their overdraft practices when I opened the account seems wholly unfair and unreasonable. Please help!
|
| 06/01/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
A refund was illegally refunded by XXXX to a closed debit/checking account w/ Citizens Bank XXXX After many phone calls into Citizens Bank, was finally able to find that the refund was in fact sent to my closed account & a check was issued for the refund one month later. After 4+ weeks of no check being received, I began to call into Citizens Bank requesting a re-issue be done as I still had not received the refund check that was righfully mine. Another week passed and they stated they were going to notify the correct department to place a stop payment on the check. Low and behold, two days later I received the check and I did call to make them aware that I had received the check. I received a phone call assuring me that the stop payment had not been placed on the check and it was ok to cash. Upon cashing the check on XXXX XXXX, 2015 when the refund was placed into my closed account on XXXX XXXX, 2015, I received a letter from my current institution on XXXX XXXX, 2015 via mail that there was a stop payment and that the funds had been withdrawn from my account. This refund was performed by XXXX on XXXX XXXX and I am still waiting for that refund as it has been 3 months. Who exactly is getting the interest on this said money that does n't belong to them yet make it ever so difficult to return to the rightful owner?
|
| 01/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I closed on my home on XX/XX/XXXX, and our homeowners insurance was paid in full at losing in the amount of {$2400.00}. My loan was sold to XXXX XXXX in XXXX, and they became our loan servicer in which they also paid our homeowners insurance of {$2400.00}. I made contact with Citizens and explained that our homeowners insurance was paid in full at closing.
I was informed that the payment for the homeowners insurance was already sent and that there was nothing that could be done, and apply the amount of {$2400.00} back to my escrow once I received a refund from our insurance company. We received a refund and made a payment to our escrow in the amount of {$2400.00}. That payment should have cured the escrow shortage - {$1000.00} that was caused by Citizen 's failure to recognize that our homeowners insurance was paid at closing.
Based on Citizens failure to properly apply our payment, they have sent us a letter stating that we have an escrow shortage and that our mortgage payment will change effective XX/XX/XXXX. I have called their customer service number multiple times and they are not able to locate the payment that was made in the amount of {$2400.00}. We have proof of payment, and i requesting that the payment is applied to our escrow immediately and our escrow is corrected along with our monthly payment.
|
| 07/07/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
XX/XX/2020 two separate unauthorized charges of {$4000.00} and {$840.00} plus an additional {$140.00} for foreign exchange fees were deducted from Citizens Bank account. These charges were from a website based in XXXX and a store based in XXXX respectively. That same day I went to my email from the bank and clicked on the option that " one or more of these charges are not authorized '' and then contacted the bank immediately after to file a fraud complaint and was assured that it would be handled and I would not be responsible for the unauthorized charges. I received a case number and was told it shouldn't take more than 7 to 10 business to have the money credited back to my account even though the actual investigation may take months. I received a new debit card and decreased the amount allowed to be charged in a day. XX/XX/2020 I received 2 letters dated XX/XX/2020 stating that there was no error and the money was not posted to my account and they would not be crediting my account back the money that was stolen. I have never shopped at any of these locations and based on my history my spending is done with a few trusted places that I have used frequently and for much smaller amounts. Since then I have not used my card for fear that another theft will happen and my bank will not do anything to help/protect me.
|
| 11/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Citizens overpaid my property taxes by {$1200.00} in XX/XX/2022 causing a shortage in my escrow account. Because of THEIR mistake, they are now raising our monthly mortgage. This large error would not have happened had I been managing and paying my bills myself. You would think an escrow department that specializes in these types of things would not be so careless. What is the point of having them handle these things if they only cause stress and damage?
I have contacted Citizens multiple times about this and they said to just pay the increased amount and wait until the next analysis done in a year, which is absolutely unacceptable. Why should I pay the much higher mortgage for an entire year because of their error? CITIZENS should cover this portion of the shortage since they are at fault.
Citizens received XXXX tax bills for our property, XXXX was the correct amount, the other was an incorrect amount, yet they made the error of paying both and are trying to make me pay for it. Their employees clearly did not care enough to look at my account and see that the property tax had already been paid before paying it yet again. How can they be so careless with other people 's money? Why are they allowed to make mistakes like this and not be held accountable and just pass the consequences onto the innocent party?
|
| 12/29/2021 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Can't temporarily delay making payments
|
|
Web |
|
|
I called Citizens Bank on XX/XX/XXXX to notify them that I would be unemployed after XXXX XXXX because I was moving back home to XXXX from Texas to assist with the care of my great grandfather ( who is also the cosigner for my loan ). He is currently in a nursing home and doesn't have extra income to help me with payments.
I was told on that initial call that I needed to pay the rest of my late payment, and then I would qualify for forbearance and to call back the next day to initiate the process. I called back the next day after making the payment, and submitted my application through the representative on the phone. I was told I'd receive an update between 5-10 business days.
I called again on XXXX XXXX after 7 business days because I noticed my account had not been put into forbearance or deferment. The representative resubmitted the application on that day after I gave them the same information.
I called again the following week prior to the holiday to get an update, and was told that my request was still processing.
I have received numerous email notices about my late payment which I can not pay because I no longer have an income. I have not received any paper notices in the mail about the decision or application confirmation or any email notices or updates about my forbearance/deferment decision.
|
| 02/19/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XX/XX/XXXX I was able to take a XXXX forbearance on my home loan. Due to pandemic the doors to my employer closed down. Citizens One made it easy to utilize the forbearance as an option. After my forbearance period was over XX/XX/XXXX they had me contact them to set up payment options. I was told the past due would be put on the back end of the loan. They directed me to fill out a loss mitigation application. I did so.
I submitted all required documents needed. Nobody updated my account for months. I tried to make a payment towards my mortgage and my payment was returned to me. They said no payments are allowed to be accepted during this time. Months went by no update. I contacted them again. Suddenly I got a letter in the mail saying i have been denied due to incomplete application. I challenged this with the representative. They said resubmit all the documents again. Months passed, finally i got a response in the mail stating that i had two options. Died in lieu or short sale. only two options.
This was not my plan to sell my home. I was mislead and they said that they can not allow due to so many months of non payment. Where do i go or what do i do. This is unfair. How can anyone expect to be able to pay lump sum at one time after forbearance and then not be given any options to resolve the situation.
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| 06/15/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
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Web |
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We applied for a construction to permanent loan in XXXX, and after months of providing the bank documents and updating documents we previously provided we finally closed on XX/XX/2021. We were frustrated with how long the process took but once the loan was closed we thought it would all be ok. Now over a month has passed and we have no documentation on our loan. We have no note, no mortgage, and nothing that shows we have a mortgage with Citizens Bank, N.A. I was trying to be patient but we are in the process of building a home and the contractor asked us on XX/XX/XXXX that we draw on our construction line that we set up. We have paid the closing fees and are accuring interest, However, when we contacted Citizens, they had no record of our loan in their sytem. We called multiple departments and the only department that could help us, the construction department, did not pick up their phone, We left multiple voicemails and sent emails and finally heard back after days of trying. The bank informed us that after over a month our loan has still not been boarded and is not available. Again, it has been over a month, and the bank is unable to give us access to our construction line. At this point it is delaying the construction of our house, because the contractor needs the funds, and is costing us time and money.
|
| 04/13/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
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Web |
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My home equity line is going to the repayment phase in XXXX, and the payment will go up by over {$1100.00} a month. RBS/Citizens has sent me letters saying seek alternatives if this payment is too much or I 'd have trouble. I did call, and after getting bounced all over was rudely told there were no options for me as the house is now rented to keep it afloat since I could not sell it. They refused to do any workout or modification, but did say I could deed in lieu to them. They sent paperwork for that calling my loan in default when I have never made any sort of default in payment, insurance, taxes etc. I have always made all payments on time. They also called a completely separate loan in default on another property that has an RBS mortgage where I am also not delinquent and never have been and did n't even ask about that loan in my call. They refuse to do any sort of modification at all and tell me my only options are to pay off the loan or pay the {$1100.00} more a month, or deed in lieu the property ( having now told me I am in default when I have made all payments on time ). I want to do a modification to buy more time at a reasonable payment so the bank does n't lose money and I do n't lose the house and maybe the value comes back so I can sell it and get us all out reasonably and with payment in full.
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| 06/21/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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My husband and I have recently gotten out of forbearance and are trying to settle our partial claim with the mortgage company. The documents they have requested we sign and have notarized have incomplete numbers on them. They have listed interest, principal, and taxes and insurance. The interest and principal have listed balances, but the taxes/insurance are left blank. The balance does not add up and my husband and I do not feel comfortable signing the paper work without seeing an itemized balance. We paid escrow while on forbearance and we would like to be able to see all of the amounts we owe and what we have already paid in the past year and a half we have been trying to deal with this. The mortgage company has no contact with the third company that has to deal directly with the customer. When calling the third party answering service, they have no one to help us and can not assist us with this. This is the second time I am having to make a complaint with this company and will now be making a complaint with the XXXX XXXX XXXX. We feel that the mortgage company has failed in properly assisting their customers and we would like our mortgage to be sold at this point so that we no longer have to deal with them. I don't feel like this is an honest company and they should not be handling people 's mortgage.
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| 09/30/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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Citizens promoted an offer that is not standing behind. The offer concerns opening a new checking account and receiving a {$300.00} bonus for doing so.
I have confirmed the rules through the branch manager, XXXX, on XXXX XXXX in XXXX XXXX several times about this online offer to open a new checking account with Citizens and receive {$300.00}. The last time I spoke with XXXX on XX/XX/XXXX, he directed me to the area that handles this promotion. The last conversation I had was on XX/XX/XXXX with the promotional representative and she confirmed that a {$300.00} deposit would be made on XX/XX/XXXX.
On XX/XX/XXXX, I spoke with the branch on XXXX who told me my {$500.00} deposit in the first sixty days of when the account was opened needed to be made in one direct deposit of {$500.00} not two on the same day that totaled over the {$500.00} minimum required which I have done. That was not mentioned to me prior to XX/XX/XXXX when I was told the amount would be in my checking account by anyone at Citizens and I spoke to at least four different individuals at different times throughout the months since opening the account.
I made two direct deposits on XX/XX/XXXX, XXXX for {$93.00} and the other for {$420.00}. Prior to that on XX/XX/XXXX I made a deposit of {$100.00}. I have kept all commitments per the offer.
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| 08/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
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Web |
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Attempted to open a brand new checking account and savings account with Citizens Financial Group to take advantage of a new customer offer. Within 3 hours, same day, and after a soft credit check my accounts were closed and I was locked out. Spent close to an hour trying to call into the customer service line for a resolution or explanation, and to confirm there was no concern with fraud as i had provided my other banks 9 digit ABA as well as account number. Associates were downright rude, and did not offer any sort of explanation or resolution. Additionally, the " supervisor '' could not even verify whether or not the accounts were closed on their side or through my brand new user ID which was extremely concerning since I was originally calling in just to confirm whether or not there was a concern or any fraudulent activity.
I've never had any overdrafts, my credit score is outstanding, and I believe they are bias due to the fact that I work in the industry. Terrible new customer experience and no form of resolution offered or even suggested. Only response I got was " You will receive a letter in the mail ''. Requested my credit report, everything is accurate and there are no demeaning marks or reasons to dispute info. This is simply unfair and deceptive business practices, and unjust disqualification.
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| 02/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
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|
Web |
Servicemember |
|
his is a followup from complaint # XXXX. The issue was never fixed. Both banks keep saying the other bank was refunded the money. However they still haven't corrected the issue. I try almost weekly to contact them and fix the issue. They keep pointing fingers. I'm constantly bothered by creditors about this issue. My CREDIT is ruined. I should not be involved at all! I never got any money and they are the ones that have it. Here 's what the original complaint stated.
The consumer filed a Balance transfer online with XXXX cards. The amount was for {$7700.00} to be transferred to the consumer 's Citizens Bank account. However, the consumer accidentally gave them the wrong account number. The consumer had two accounts and that one was closed. Citizens then sent back the funds to XXXX through a check in the mail on XXXX XXXX. The check was cashed/deposited on XXXX XXXXXXXX XXXX. The consumer has a copy of this check from Citizens. XXXX says they never cashed it but Citizens Bank says they did. Almost one year later and the consumer can't get it fixed. XXXX has been sending the consumer bills and has ruined the consumer 's credit score. The consumer never received any funds from them but still they request payment. This includes a balance transfer fee of {$230.00} for a Total of {$7900.00} in complait # XXXX
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| 01/28/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
|
Within XXXX hours of filing a complaint with the CFPB, I was locked out of my online account. I am no longer able to access my online account in any way. I called the company, with no results, the man I spoke to babbled for a long time, and I just told hum, if you can't fix this just say you can't fix this and stop wasting my time. I currently have no way to verify if Citizens One Bank has fixed my original problem ( I paid my monthly mortgage payment with additional principal on XX/XX/21, the payment was verified by my credit union, their bill pay service and Citizens One Bank online account summary. My entire payment was credited to the loan principal and not mortgage payment and additional principal as was directed. ) I was told that due to my account being delinquent, I can't access it, so how am can I find out when and if my account gets fixed?? I have repeatedly tried to be proactive and resolve this issue, without luck. I have called multiple times and now have a total of on hold time of XXXX hours, with the only response of " we might have it fixed in 5 days '' however I have no way of verifying this. My concern is that this issue, completely caused by Citizens One Bank is going to be reported to the credit reporting agencies, and then the burden of getting the information removed will fall on me.
|
| 07/26/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Incorrect information on your report
- Account information incorrect
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Web |
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I was buying a bulk of groceries through XXXX XXXX app and decided to use Citizens Pay as I didn't have the full amount to pay up front. When I went to check out and my order was ready I realized the order was in a different state ( XXXX ) when I live in XXXX. I called the XXXX XXXX 's and advised them if they can cancel the order since there will be no way for me to pick up a different order in a different state. They canceled the products and I have proof on my app showing this. I have called both XXXX XXXX and Citizens to get this issue resolved for 2 months now because this incident occurred XX/XX/2023. I have a case for XXXXXXXX XXXX XXXXXXXX and a escalated case for XXXXXXXX XXXX XXXXXXXX. The last I heard and keep hearing from both companies is that this will be fixed. The fine line print for XXXX is 3-5 business days to receive back my credit or refund on card if used by card. I have received nothing and citizens bank credit line back to par. This has damaged my credit by XXXX points and regret to say has been a terrible problem and has yet to be fixed. My total order for this was {$310.00} and to this very day is still showing I owe this amount. I have reached my limit of patience of this getting resolved and have no were to turn to because I am not receiving any answers for this to be resolved.
|
| 06/02/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
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My account is always funded by a transfer in - never before have they charged me like they have since the first of the year I can not get in touch with the branch manager or get an answer from anyone. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 03/31/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
I had a account open with citzans bank checking and saving i got scamed by fake job they decided right then there to lock me out of my accounts and end relationship with me not giving me understand. And why they ended it. Now its been more the 4 months and had open claim they closed the claim and was cleared as that was correct they owe me money XXXX and still have not giving me money even though they have the understand of the claim but no commcations it Almost been 5 month and still no response I think I should sue them this kind messed up then I have to wait on the phone 2-5 hours waiting to speak to some sending me private message no correspondence. When they feel like then this guy recorded conversation ( I have all recipient 's for this ) this guy told me on the phone from citzans bank that it aginst the law to keep claim open for this long and he said he just got put on this case which is funny becuse I though they were working on it month ago meaning XX/XX/XXXX or XXXX I don't the exact date so now what do I do bring this bank to court? Have understand of what they are doing? I also have correspondence from the claim makeing statement they had the wrong bank and they are sorry and the bank will reach out to me whitch they have and then nothing since on email private correspondence whitch is wired
|
| 09/15/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I filed a complaint against Citizens Bank. They made an adjustment that did not solve the problem and now refuse to return my call. I have placed XXXX calls to the Chairman 's office.
XXXX XXXX XXXX callsXXXX XXXX call-his voicemail says he is back from vacation as off yesterdayA {$600.00} ( approximate ) payment was not applied to the balance of my mortgage in XX/XX/XXXX. If it had been the balance going forward along with the interest charged on the reduced balance would have been less with each additional payment since the balance would be less. The paperwork supporting this was supplied to Citizens.
Citizens applied the money that was paid in XX/XX/XXXX today and wanted to wash their hands of it. So they want to keep the additional interest they have charged and I have paid from XX/XX/XXXX to XX/XX/XXXX instead of recalculating the balance. Interest was charged on a higher balance. I think the bank should understand this. I want the payment applied and then the interest calculated on the reduced balance from the time the payment should have been applied to now. Yes, it will be many calculations since the error dates back a few years but I am sure there is technology that can assist XXXX XXXX or XXXX XXXX so it does n't have to be done long hand. I hope this can be resolved to my satisfaction soon.
|
| 08/08/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American, Servicemember |
|
My wife and I shared a checking account with Citizens bank. In early XX/XX/2019 my wife passed away. She had previously authorized Citizens Bank to withdraw automated payments of {$16.00} per month with a Vendor named XXXX, as I recall. ( Note : I was not involved in this commitment at all ). I went to Citizens Bank several times over the past few months, first with her death certificate to have them stop these withdrawals, yet they continued to take the money from my bank account every month. They suggested I take her name off the account, which I didn't do as this would have messed up the Social Security deposits. Recently, I went in to close the account and they told me that if the {$16.00} withdrawal requests continued to come to the bank, they would have no option but to reopen the account and charge me for these unauthorized withdrawals. Meanwhile, they have already withdrawn 4 payments that were not authorized. Its bad enough that I've had to deal with the passing of my wife, having this added stress is so disrespectful, discourteous and heartless. Note : I relocated to XXXX XXXX, CO and wanted this resolved before I moved, however, they have refused to cooperate despite all my attempts the past several months.. Please also note, I am a Senior citizen, XXXX years old, retired and also a Veteran.
|
| 09/21/2015 |
Yes |
|
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|
Web |
|
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I opened an account with Citizens bank for a XXXX XXXX which had a 0 % balance transfer for 13 months. I paid every bill on time every month. I received my last paper statement dated XX/XX/XXXX - XX/XX/XXXX and paid it in full. I made several charges to my account in XXXX and XX/XX/XXXX but did not receive statements. I had to call Citizens on XX/XX/XXXX and told them I have n't received my statements. At that time I was told I requested paperless statements which I had not. I requested to have paper statements sent to me so I could take care of my payments. I was given my balance over the phone and paid it with the exception of {$64.00}. I reiterated that I had not requested paper statements and wanted my statements mailed to me. I was told it could not be changed. I received no more paper statements and in XX/XX/XXXX received the first of several collection letters stating I was past due on my account. I made multiple phone calls and spent literally hours on the phone trying to resolve this matter. All I wanted was documentation in the way of a statement for any debt owed which I never received. This issue has hurt my excellent credit rating and I feel is an unfair business practice by refusing to issue statements in the mail. I was actually told I would be charged a fee if I wanted paper statements!
|
| 03/22/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
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|
On XX/XX/XXXX or XX/XX/XXXX I opened the platinum checking account online at Citizens Bank based on the promotional offer that said I would receive {$400.00} when I open a Citizens Bank Platinum Checking account and make a single direct deposit of {$1000.00} or more within 60 days of opening the account. The terms stated I would be paid {$400.00} within 90 days of completing the terms of the offer.
On XX/XX/XXXX a direct deposit hit my account in the amount of {$1000.00}. To date I have not received the bonus payment in any amount. I am owed {$400.00}.
On XX/XX/XXXX I called Citizens Bank and spoke to a representative that agreed with me that I have completed the terms of the offer and that should be paid {$400.00}. He indicated to me that he didn't see my account coded with the offer however. I did open the account through the link : https : XXXX however so clearly this is a technical issue on Citizens Bank 's side and not a user error. The representative I spoke with on XX/XX/XXXX said I would receive a call back from him later that day or by Tuesday XX/XX/XXXX at the latest since he was off on Monday. I never received a call on Tuesday so on Wednesday morning I called again and was told that I'll receive a response by Friday morning. I have received my bonus nor any further contact as promised.
|
| 10/04/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Confusing or missing disclosures
|
|
Web |
|
|
On or about XX/XX/2020 I went to Citizen Bank to open a savings and checking account from a mailing I received to get up to {$600.00}. Open a checking account get {$300.00} if left in for 60 days with a deposit of {$500.00} or more. Getting additional {$200.00} if you open a savings account for minimum XXXX and leave it in the account for 3 months. Plus get additional {$100.00} if you do both. According to the terms this money has to be left on deposit until XX/XX/XXXX. After numerous attempts to get the money out the {$600.00} was never deposited to my account. After numerous trips to the bank a car was made to corporate by the branch. I was informed then that I did not qualify for the offer because I had a checking account within a certain amount of time. My problem is they could have told me that at that time and I could have kept my money and we didn't have a problem. But if you're going to take my money for the promotion and keep it for the time specified then you should pay me the {$600.00}. Branch manager XXXX XXXX was tremendous help but not the right solution I was looking for. When I did the same thing with XXXX XXXX XXXX they told me right then and there that I didn't qualify. Citizen could have done the same thing instead of taking my money. The promotional code for this offer was XXXX
|
| 08/17/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
XX/XX/XXXX I went into Citizens Bank to close out an account of my dead mothers I was on. I asked to close it out and transfer whatever money was in there to my personal account with Citizens Bank, I was told it was {$580.00}. I was given the {$500.00} line of credit associated with that account on accident rather than just the money that I was owed. I realized a couple weeks later and called to try and sort it out but was told they couldn't help and I would have to go into the branch even though we were on stay at home orders. On XX/XX/XXXX, I called the debt branch of Citizens Bank and talked to them. I was told I owed the {$500.00} as I should never have received it and if I paid it then, they would waive the fees. I paid over the phone {$500.00} and was told the account would be closed this time. XXXX XX/XX/XXXX I requested a credit report and saw that I had a negative from Citizens Bank. I immediately looked on the app and it says the account is a zero balance. I then called to try and sort it out. I first spoke to XXXX about it and she connected us with XXXX. They informed me the XX/XX/XXXX person gave me the wrong amount owed and that I had to pay them more money to close out the account. The reception was so poor that I was struggling to understand what they said and I kept being put on hold.
|
| 08/18/2016 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
|
|
Web |
|
|
I upgraded my son 's XXXX in XXXX 2016 at the XXXX and set up the Personal Loan through Citizens One. My credit card expired after the first installment and when I tried to register for an online account to manage the account and set up a new card, the screen would go blank after completing all of the information. After XXXX attempts, I contacted customer service who recommended that I use XXXX XXXX or XXXX instead of XXXX ( this is an XXXX loan through XXXX ) Then I attempted to pay through the automated phone system and was told that they did not accept Debit cards. I called a 2nd time and was told to clear my browser history. Doing that would have cleared out the XXXX other windows I was intentionally keeping open because I was actively using them. A third phone call to request the information to set up automatic online bill pay through my bank was as unsuccessful as they " do n't do that '' nor do they take paper payments. They offered to take my bank account and routing numbers for them to keep on file. I declined as I had already spent 90 minutes on this problem and did not have my checkbook with me. I expressed my complete dissatisfaction with their Customer Service and explained that this had taken up an hour of my day. Never has it been more difficult to pay a bill than it is with this bank.
|
| 11/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
After a pre-approval for the mortgage, I sent the signed sales agreement in on XXXX. XXXX, 2021. I had no response until the second email on XXXX XXXX. The whole process was one of not getting a response to phone call or email. Sometimes he would respond almost a week later. On XXXX XXXX th. - XXXX days before closing- they asked for more documents to complete the loan. I sent some and my previous bank sent the rest on the XXXX. When I asked if they received the documents there was no response. On the day before closing they finally respond and say they couldn't open the email and don't have the required documents. And closing date has to be pushed back a week. We still didn't have closing and I can't get in contact with them. Overall it was a terrible experience and one of trying to get them the needed documents. They usually did not acknowledge whether or not they received an email until a couple days later. Some of the documents they ask for I had already sent previously. They still have not confirmed that they have all the required documents. - I can't send the documents if they don't tell me what to send-. I tried to contact the manager and just received his voicemail. I left him a message and he never returned my phone call. I do not reccommend dealing with this bank for any lending services.
|
| 09/25/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
I have a an overdraft protect line of credit. it is setup for automatic payments. The bank failed to deduct the monthly payment from my account and therefore payment was late.
I walked in the branch inside a XXXX XXXX XXXX and made a payment. The payment was not posted the account until the XX/XX/XXXX which is 3 days later thus making the account delinquent.
Funds were in the account, Citizens failed to move money to satisfy {$20.00} monthly payment, thus resulting in 20.00 $ late fee and derogatory reporting to credit bureaus.
the bank lost {$90.00} that later they found and applied to my account.
The bank is charging me fees on fees, depleting my account of funds and then reported me late with the intention to damager my credit standing.
I called and spoke with a lady who open a dispute case for me and gave me a case number XXXX and said in two weeks call to follow up. When i called, i spoke with a rep called XXXX, who was condescending and unhelpful then asked to speak with his supervisor called XXXX who was no help either. None of them could locate my dispute case and wanted to transfer me to different department to start a new dispute. I asked to speak with XXXX 's Manager. XXXX XXXX who is supposed to call me in 2 business days. Another way of saying go away we don't want to help you.
|
| 07/26/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
hello- I had fraudulent activity on my bank accounts. I initially reported it through the XXXX number for my bank. The bank verified the deposit online. I was applying for a loan with a 3rd party. I did a 3 way call with the bank and the third party to verify my account and provide access. Mobile deposits that the bank deemed fraud were deposited to my account without my knowledge. When I noticed the first one I thought it was an ACH, then realized it was a check. I then called the bank and they went over the check stating that the routing and account number on the check were valid, since then those checks were returned to maker stating they were fraud. The bank has been uncooperative in my fraud claim and I have called numberous times over the course of 3 weeks to verify my account status. I was told my balance would be XXXX once they balanced my account, then I was told at a later date that acct was a negative XXXX. The bank has not provided me with any statements to verify what activity was mine and what was not mine. I initially reported the Fraud on XX/XX/XXXX to my bank, still now, they have not cooperated. I also called the police for the checks and there is an investigation. This uncooperation from the bank is impeding on my ability to recover funds from this fraud issue I am dealing with.
|
| 07/19/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
Failure to disclose investments. related cases are XXXX, XXXX, XXXX. " I '' XXXX XXXX XXXX have Assets, Investments, Securities and other personal and real property and co mingled Personal Fortunes. This includes Cash, Jewelry and other Assets which are stored in XXXX XXXX XXXX of XXXX, XXXX XXXX XXXX XXXX. Citizens Bank ( formerly XXXX ), XXXX XXXX, XXXX XXXX XXXX XXXX in XXXX to XXXX Safety Deposit Boxes. The City of XXXX, various Federal and State of XXXX and XXXX. These Entities should have Vested interest when these Boxes are opened as they are included in shares of the wealth of my Personal Fortunes as described with other additional instructions and information left in the Boxes. My sister XXXX XXXX XXXX, now of XXXX, XXXX was granted access under certain Terms and Conditions and has shares of the Assets if she performs per the signed Agreement. This was Signed in 1979 and the Agreement authorized by all Parties. This and other Agreement meetings were held from XXXX through XXXX of 1979 at XXXX XXXX XXXX in XXXX, XXXX. As best as described, a " Letter of Performance of all Parties '' was left with XXXX XXXX XXXX XXXX XXXX, all Parties, Myself-XXXX XXXX XXXX and XXXX XXXX XXXX have to be present when " I '' XXXX XXXX XXXX or XXXX XXXX XXXX or other Parties initiate the opening of the Boxes.
|
| 07/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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XXXX of XXXX we applied for and were granted a forbearance on our mortgage. We skipped 5 payments. We have made all the payments on time after the 5 skipped payments. In XX/XX/XXXX Citizens approved the repayment plan to set the past due payments at the end of our current loan ( see attached ). I have had to call and make payments through the loss mitigation department and most of the time I have great difficulty understanding the person I am talking to because the call center is not in the U.S. I have called and asked that our account be moved out of loss mitigation at least 10 times this year. No one has been able to tell me why our account is still in loss mitigation. I was told several different things by every person I have talked to, " your account in under review by our investors '', " our department is behind and we don't have the staff to get caught up '', everyone of the calls I was told that person would expedite our account and I should call back in 2 weeks, the last person I talked to told me it would take at least another 90 days but could not tell me why. Because of this our credit report shows us as delinquent. We are unable to use their website to make payments and I must verify a large amount of information every time I call. We feel like we are being punished by this company.
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| 11/15/2017 |
Yes |
- Checking or savings account
- Checking account
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- Incorrect information on your report
- Account information incorrect
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Web |
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I had a checking account with Citizen 's account for over 25 years and to assist my daughter 's college endeavor, I took out a Home Equity Line of Credit ( HELOC ). It was paid by auto-withdraw b the Bank every month for which I have statements from my checking account # XXXX which the bank did illegal activities i.e. not ever providing me with a statement, therefore, I may NOT owe anything anymore!!!? They REPORTED ME FRAUDULENTLY AND MALICIOUSLY TO THR CREDIT BUREAU AS NON- payment giving me a bad credit score!!!!
Now, I call the Bank and am told that I do not have a HELOC which is leading me to wonder WHY did the Bank report me and XXXX XXXX from the Office of the Chairman wrote that I paid late there ( 3 ) months in 2015 and provided me with a phone # to contact her if I have questions yet I called over TWO DOZEN TIMES to no avail?! I want the fraudulent/malicious report to the Credit Bureaus REMOVED and the paperwork/statements of my HELOC which the Bank tells me I DO NOT HAVE?!?!?! Copies of my bank statements can be provided if/when necessary as I do not know how to attach or make copies of 25 or the many pages as I am not working in the professional capacity set up for secretarial circumstances but I do have my checking account XXXX statements reflecting withdraw of money to my HELOC.
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| 05/31/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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Consumer Info : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX. Bank Info : Citizens Bank XXXX XXXX XXXX XXXX, XXXX, PA XXXX ( XXXX ) XXXX. The bank manager was not available on XXXX/XXXX/2016, the Friday before memorial day weekend for me to discuss a dispute of charges with her. I spoke with licensed banker XXXX ID # XXXX XXXX XXXX and was told that I would not be charged an additional charge until I was able to speak with the manager on Tuesday, XXXX/XXXX/2016. I just spoke with this same banker, XXXX XXXX over the phone today ( XXXX/XXXX/2016 ), and she told me that she spoke with the manager, there was nothing they could do in regards to the charges on my acct and I was now responsible for the ADDITIONAL fee incurred today XXXX/XXXX/2016 which is ridiculous considering it occurred during the time the manager decided to take a TRIP and not available. This is unfair!!!! Details of transaction/fees : XXXX/XXXX/16 Check # XXXX for {$27.00} causing a negative balance of {$24.00}. Service Charge Sustained Od of {$30.00} on XXXX/XXXX/2016, XXXX/XXXX/2016, XXXX/XXXX/2016. Also, I was not notified of my negative balance while I received these service charges every 5 days, no mail was received. I was blindsided which was why I wished to speak with the manager in the 1st place on the XXXX/XXXX/2016.
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| 01/26/2023 |
Yes |
- Debt collection
- Other debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Servicemember |
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Hello, I have been sent to a debt collector by CITIZENS BANK ( CB ) regarding a consumer loan for equipment purchased from XXXX XXXX XXXX systems. I amXXXX XXXX XXXX, and I closed my account with both companies in XX/XX/2022. I received written notification from XXXX stating they closed my account and sent the information to CB to close my debt and that the equipment was returned. I have contact CB multiple times average once a month since XX/XX/2022, I was told it could take up to 30 days for the information to reach them and the account to be closed. Every attempt to resolve this issue with CB has resulted with them hanging up on me or never answering the phone. On XX/XX/XXXX I was on the phone with CB and XXXX customer service ( Conference call ) for 48 min. The XXXX XXXX told the CB rep that my account was closed and that I shouldn't owe any money, I then informed the CB rep that they actually owed me money due to them continuously pulling money out of my account for almost a year until I finally put a stop payment on them thru my bank. About a min after I informed them of this the call was dropped. I have now been sent a letter from XXXX XXXX XXXX XXXX XXXX that I owe {$1600.00}.
Please assist me in this and let me know what else you need from me.
Thank you very much V/R XXXX XXXX XXXX
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| 01/18/2019 |
Yes |
- Checking or savings account
- Checking account
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- Incorrect information on your report
- Account information incorrect
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Web |
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Ok so I've been having lots of issues with citizens bank, I switched from one bank to them, since then I had to have new debit card after card issued because of fraud charges on my account, after a bunch of this happening I called them yet again 3 separate times on this one occasion in which I told them to block all purchases on my account and lock the account so nothing more could be done on my account, and was told they would investigate it all, in return no investigation was ever done by them, and they left the account actively going, they allowed charges after charges to try to be made on the account so they could rack up over draft fees and returned payment fees late fees and monthly service fees on my account, they kept sending me and still do send me threatening letters in the mail that I have to pay for it, I sent in a complaint to the credit bureau and it was investigated and the credit bureau agreed it was fraudulent charges on my account, they removed that account off of my credit report, yet citizens bank is still sending me threatening letters and have reported me to the XXXX and are now blocking me from opening an account with someone else, yet I tested to see if I could open a new account with citizens bank and yet I can, just they are blocking me from banking with someone else.
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| 08/29/2016 |
Yes |
- Student loan
- Non-federal student loan
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- Dealing with my lender or servicer
- Trouble with how payments are handled
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Web |
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I want to file a complaint against Citizens Bank and their service provider handling my student loans XXXX XXXX. In the FAQ page of their website, it says I can choose to have anything above my minimum payment applied directly to my principal balance. I pay over my minimum balance every month, I called and asked to have a written confirmation sent to me that all of the money above my minimum payment is being applied to my principal balance. They have denied this request for written confirmation and " assured me '' this is the case. I do not believe this is happening on my account as any payment above my minimum balance seems to just to extend my payment date, which leads me to believe they are applying my extra payment amounts to future interest payments and not applying to my principal balance. Even though it states clearly in their FAQs that I have the ability to choose where my extra payment is applied to ... and they failed to do that for me and provide written confirmation that this is what is happening with my account. I would like them to fix this on my account, provide me with written confirmation that all of my extra payments are being directly applied to my principal balance and not being applied to future interest payments and for them to clarify their FAQs so there is no confusion.
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| 07/06/2017 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
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Web |
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On XX/XX/XXXX, we paid the city of XXXX {$2400.00} for our quarterly real estate taxes using our account at Citizen 's bank. For some reason it was charged again on the XX/XX/XXXX, rejected due to insufficient funds, charged a bank fee, reversed on the XX/XX/XXXX, and then processed again on the XX/XX/XXXX when a deposit increased the balance to cover it. As soon as I discovered this I went into the local branch. The banker there filed a claim ( his idea ), and a credit was received XX/XX/XXXX.He also told us the {$39.00} fee would be waived, which never happened. On XX/XX/XXXX XXXX returned the second payment, and additionally there was a dda debit for the same amount. By the end of this there were 7 transactions in the amount of {$2400.00}. Four were debits, three were credits. Each of these transactions changed our balance, so at the end we are minus {$2400.00} plus the {$39.00}. XXXX, the company that apparently runs the online system for Ctitizen 's, claims we owe them a payment in that amount. I went in to the branch again and went over evrything and the banker agreed with me but refused to speak with XXXX. There is ( was? ) a note on our file with Citizen 's saying we are correct, but then they switched and said we owe XXXX, who has now turned this over to a debt collector. Please help
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| 07/06/2023 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
Servicemember |
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I deposited {$10000.00} to Citizens Access savings account on XX/XX/2023. A few days later, I try to move more money into the account, to no avail. I call them and the customer service informed me that the bank no longer wanted to do business with me. He gave me no reason why. But I no longer could deposit or take out money from the account. He said the account would close in a few days and the money would automatically go back into the account it came from. Nothing happens, I do not get my money back so a few weeks later I call again, the guy says I have to wait a little longer but it will close and the money will be transferred. Again, no action is taken on their part. I called last week around XX/XX/XXXX and spoke to someone named XXXX who said my account was in the Frauds department ( no idea why its in the frauds department now! ) and theyre going over my account, she said she would put a note in my account to expedite the process. I call again yesterday ( XX/XX/2023 ) the lady I spoke to said they need proof of the bank account where the money came from before they can give me my money back. I fax them a copy of my statement. I am just beyond frustrated of not having access to my emergency fund for over 2 months. This must be an illegal practice to have my money held hostage like this.
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| 10/24/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
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Web |
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On XX/XX/22 I went to deposit a check I had received for {$3800.00}. on XXXX I went to see if check had gone through and to withdraw {$3300.00}. prior to being given the money I asked the teller if the check had cleared, if the money was mine and she responded yes. After sending the check of {$3300.00} on XXXX, XXXX the original check bounced for the {$3800.00} putting my account thousands of dollars into the negative. When the bank was called on XXXX to report fraudulent activity and try to stop the cashiers check they said there was nothing I could do and we needed to wait for the crime to be commited. Now that the money has been taken and my account is accruing overdraft fees daily They said it was my responsibility and they stated I was given the money due to how long I have had an account with them, not because the money had cleared. The cashiers check that I received for these funds was then deposited and they stated there is nothing they can do. I reported to them the concern for it being fraudulent. I did my due part in asking multiple times if the money has cleared and they wrongfully said yes. Had it not cleared I would have never withdraw the money. I had XXXX cents to my name prior to my deposit. I have reached out to every manager possible and nothing has been done at this time.
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| 06/19/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan modification,collection,foreclosure
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Web |
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Describe what happened so we can understand the issue ...
I XXXX XXXX have been fighting with my mortgage company CCO Mortgage loan # XXXX help me with a loan modification for over a year. CCO Mortgage has kept asking over and over again for the same documents that I have kept faxing them. The last request from them to complete a file was a quick claim deed that I had to struggle to get from my ex husband that I had to hire an attorney to help me get that last requirement. I was finally able to get a quick claim deed which I faxed over on XXXX XXXX 2015. I called back a week later and CCO Mortgage like always claim they have never received it so I refaxed it XXXX more times on XXXX XXXX 2015 and XXXX XXXX 2015 and XXXX XXXX 2015. CCO Mortgage Finally said that they have received the package and Per XXXX @ CCO Mortgage said the file was complete and going into underwriting to see what options are available to help me keep the home I love and adore. I called today to get an update and they advised me that the file was kicked out of review because of some 37 day rule I have never heard of. I did everything they asked have sent every possible form to them you can imagine and this is the treatment that I receive from CCO Mortgage its completely unfair and I deserve the right to keep my property.
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| 12/10/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I closed on my first new home on XX/XX/2023, and took a loan for {$690000.00} with a 6.5 % interest rate. This was an interest only mortgage. {$4900.00} was paid at closing. Of this amount, {$1300.00} went to Interest and {$3500.00} went to Escrow.
On XX/XX/XXXX, my first mortgage payment was due and {$5500.00} was removed from my checking account on Autopayment ( {$3700.00} of Interest and {$1700.00} to Escrow ).
For whatever reason, the bank made an error and is saying they sent me back {$1700.00} and I still owe my XXXX mortgage payment and now my XXXX mortgage payment which was supposed to be auto-debited, and was not.
Therefore, Citizens Bank has made multiple errors in this process : XXXX ) Stole the money from my first mortgage payment, and is saying I didn't pay it ( even though they have records of my payment ), 2 ) Not auto-paying my 2nd mortgage payment or allowing me to make a 2nd mortgage payment and stating I owe 2 mortgage payments values, and 3 ) The most critical thing to overcome is that Citizens Bank filed a report with the Credit Bureau saying I missed my first mortgage payment, which is categorically false and this is the most important thing that must be resolved on their end. As my credit score dropped nearly XXXX points from Citizens Bank 's gross incompetence.
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| 02/26/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
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I had three accounts with XXXX, they were bought out by Citizens. I have tried to contact Citizens, if you call by phone the wait time on all four calls has been 45 minutes to 90 minutes. They offer no chat feature on their website, and they refuse to list a email to contact them. I wish I had the time to contact them, but I don't have 90 minutes to sit on the phone, it speaks volumes for how little Citizens values Customer Service. All I want to know is how do I access my accounts that were transferred, how do I change the auto withdrawal from XXXX to Citizens. I called XXXX, they told me that they have had so many calls complaining about Citizens, but they couldn't help me. I went back through emails, I found one from Citizens, but when you open it, it gives you little info other than Welcome to Citizens, if you hit contact us, you get three options, call us ( see above on the wait ), chat with us ( doesn't exist if you hit link, says coming soon ), email us ( says we wont take emails because they are unsecure ), thus impossible to contact. Since both XXXX and Citizens offer no help, I'm reaching out to you, so that I ca nat least access my accounts. Granted, I dont have a lot of money is the XXXX accounts, typically I use them as a pass through, but still it shouldn't be this difficult.
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| 07/02/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Credit monitoring or identity theft protection services
- Didn't receive services that were advertised
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Web |
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I went through the XXXX XXXX XXXX XXXX, financed through CitizensOne, using the retailed XXXX, and I was supposed to receive this item on Thursday, XX/XX/XXXX. I did not receive the items or an email explaining what was happening from CitizensOne, XXXX, or XXXX.
I then checked my credit limit with CitizensOnes. It went from {$1900.00} available to {$2500.00} available on the 1st. I emailed several times to see what was happening and if XXXX cancelled me order. Again no answer. Now my line of credit took a hard inquiry for this and I can not cancel because XXXX XXXX XXXX will only do returns. CitizensOne wont cancel because they see no order.
I am not the only one encountering these issues. See XXXX XXXX XXXX XXXX? XXXX XXXX XXXX XXXX XXXX I have received no communication from CitizensOne despite multiple attempts to contact them. I have received not a single update from CitizensOne since the order was placed on XX/XX/XXXX. The Estimated Arrives By date for my order still states XX/XX/2021. Every service I attempt to contact points me to a different service saying they can not assist, and I am incredibly frustrated with all of it. CitizensOne placed a hard inquiry on my credit report that has proven to do nothing for me as I was not even given the product that the hard inquiry was for.
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| 05/11/2023 |
Yes |
- Checking or savings account
- Savings account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
Servicemember |
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I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Months before I left in XXXX XXXX, after receiving a targeted mailed promo from Citizens Bank, I opened a savings & checking account online with this bank.
Citizens Bank accepted my bank transfers of {$5000.00} for the savings & {$50.00} for the checking and for reasons they will not disclose, reneged on the promo and closed my account. The {$50.00} for the checking was retuned -- -the {$5000.00} was not.
As of today, A YEAR LATER that {$5000.00} has NOT been returned to me. This is my third complaint regarding this.
Simply put, this is THEFT. There isn't any way to sugar coat it.
Citizens response is the money couldn't be returned to the originating account -- -a LIE, the {$50.00} went back no issue. Citizens states they don't have, a third party does however the number provided only leads me down a rabbit hole of " we don't know how to help you -- -we don't lead directly with consumers, only companies ''.
Citizens Bank took the {$5000.00} from me -- it is Citizens Bank 's responsibility to return it to me.
Now, I am for the third time that my " grateful nation '' to do the right thing and return my money to me. My next step will me to get the assistance of the military base legal office.
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| 09/19/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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I bank with Citizens Bank. I looked at my account and it showed that i had an available balance of {$9.00} and with citizens bank, anything you spend under {$5.00}, they do n't charge you a overdraft fee. So I spent {$7.00}, which brought my account balance to $ XXXX.Then I spent {$4.00}, which brought it to ( $ -XXXX ). Now this is how it exactly shows on my bank record and I can provide that if necessary. But they are saying that something else went through before the {$7.00} charge, so therefor I 'm getting charged a {$35.00} late fee?? NOW after there late fee just went through they know I have a {$10.00} charge coming through, so now I 'm going to get charged another {$35.00} late fee because of their {$35.00} over draft fee. Just to back up for a moment, I had deposited {$20.00} in my account because i had XXXX charges go through under {$5.00} and I knew I had that {$10.00} charge going through. So to me it 's a disgusting scam. I want to close my account out with this horrible bank but I have thing s going through, so I kind of stuck.
the bank account I sent you does not show their {$35.00} fee, it shows they took it off but it does n't show the actual {$35.00} fee, so you will see my account is negative {$22.00} and some change but it wo n't show their {$35.00} fee in the ledger.
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| 05/29/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Other features, terms, or problems
- Other problem
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Web |
Older American, Servicemember |
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The Citizens Bank XXXX XXXX Credit Card has stopped allowing online login 's to my account for the better part of a year now, possibly longer. Each time I try to log in, their website claims to send a code to my email which never arrives. The website says to wait a few minutes, check spam, and try again if nothing happens. This is never-ending and is most definitely a predatory way to have customers miss payments and lose sight of their balances. Here is the website : https : XXXX Because I can't log in I can't access my statements since I elected for ( and want to keep for privacy reasons ) paperless statements. I have had this credit card for almost 2 years now ( XXXX opened ). I set up online access to the credit card on XXXX. For as long as I can remember I've had to resort to transferring funds from my Citizens Checking account over to this credit account just to make the payment. This is done through the Transfer feature on my Citizens Bank account. Not only is this a roundabout way to make a simple payment, it also leaves me blind because I can't seem my statements ( nor can I reference them later ). But again, obstructing the customer seems to be a tactic this company is using to make money off us. I recently paid the card down to zero but I am once again blind to any statements.
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| 04/03/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Good Morning, I have submitted a claim number XXXX, which CCO mortgage did nothing to answer. My complaint has XXXX issues. 1 ) My house was incorrectly appraised in XX/XX/XXXX. This is obvious by their appraisal in XX/XX/XXXX and again in XX/XX/XXXX. My house dropped by XXXX %, but my area dropped by XXXX-XXXX %. 2 ) CCO mortgage charged me 6.5 % interest rate but I was told it was drop down after two years. However, after two years they tried to not reduce it and sent me a letter to sign which would waive my reduction. That ca n't be legal. 3 ) After my girlfriend ( and co-owner ) broke up, I explained I would need to remove her name. They ultimately adjusted the mortgage but charged me an above market rate. I was notified about 6 months later of the HAMP program. I called them and asked why I was n't placed into that so I could get a market rate. They did n't have an answer, except that because my mortgage was adjusted ( above market rate ) that I ca n't do the HAMP program. Is that legal? Why was I not told of the HAMP program. 4 ) At that time I was told I might be able to do a modification so I filled out lots of forms but was denied. I asked for 'waterfall calculation ' and was told no calculations are provided. Is that legal?
CCO mortgage please and answer these XXXX complaints.
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| 12/07/2022 |
Yes |
- Checking or savings account
- Savings account
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- Closing an account
- Company closed your account
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Web |
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Hello I live in XXXX with my sister co- owner of the account Im referring to.
Since XXXX I have one checking account and on savings account in XXXXXXXX XXXX, but last year they transferred my founds to Citizens Bank.
On XX/XX/XXXX my bank " XXXX '' sent me a letter asking for some personal data to maitain my account opened with a due date on XX/XX/XXXX before freezing or closing the account.
When I call to the bank ( XX/XX/XXXX ) they said the accounts are already closed and they sent 2 checks by mail to my personal adress in XXXX XXXX ( did not recieved yet ) When I complained about not receiving any communication and saying that I did not approved any account closing they say " we dont want you as a client '' The denied giving me any tracking number of the mail, no email communication ( they say they dont send e mails to older persons ) and no futher information about my money.
My complain is about not having a positive response from the account supervisor and mainly because deciding by themselves with no consultancy about closing my account and not giving me news about my money They did not respect the due date they sent in the receoived letter so I can not accept them to infringe my rights to decide on my savings- I need your support on this matter to get a solution best regards
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| 09/17/2022 |
Yes |
- Checking or savings account
- Other banking product or service
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- Managing an account
- Problem accessing account
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Web |
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A block was put on my account ; apparently, when I went to change the password as instructed, the app either didn't recognize it ( because I changed the password ), or something else created an issue. I was told that, because I moved out of state, any activity could have triggered an alert which may have blocked my account. The problem is that the phone lines that were offered to me to resolve the issue are either not working or someone forgot to do something while using the phone system, which wreaked haavoc when trying to contact anyone in the fraud department. I was given several phone numbers to try ; each had the same message : 'due to unforeseen circumstances, we are unable to take your call at this time. Please try your call again later. ' This outgoing message has been going on for DAYS ... now, I am unable to pick up my prescription, and as a high risk for XXXX patient, I think that this unforseen circumstance could have been better handled and forseen by the bank administrators. I had to speak with an unruly bank representative and called her back ; she hung up because she didn't have anyone there to help, and my personal banker was with another customer in a meeting. I was finally able to reach my personal banker, but all the numbers she offered had the same outgoing message.
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| 07/15/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Problem making or receiving payments
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Web |
Older American, Servicemember |
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I really don't know where to start... but here goes on XX/XX/2022 I opened a savings account with Citizens Bank represented by account # XXXX. The funds to fund the account was to come from XXXX By XXXX XXXX, but I was having a hard time linking the external bank, I kept getting error messages. I then decided to close the account because of all the problems linking. I closed the savings account but for some reason Citizens Bank was able to start the ACH transfer, I do not know how because I never was able verify and link Citizens Bank, they must have used the information from my application to start the money movement.
When the funds arrive from XXXX, no open savings account number with Citizens Bank, they are telling me they sent the funds back on XX/XX/2022 sender trace # XXXX and receiver trace # XXXX. I waited until XX/XX/2022 to start checking account with XXXX to see if the funds arrived..nothing and today is XX/XX/2022 no {$15000.00}. I also provided the above numbers to XXXX, they are telling me they can not find anything you must go back to Citizens Bank they are the ones that asked for the funds ( {$15000.00} ). My conversations with XXXX, they want nothing to do with this..Citizens Bank has to find your money, nice.
I am wondering if some type of fraud may have taken place?
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| 08/21/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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Deposited a check by mobile deposit on XX/XX/2023. After funds were issued to my account on XX/XX/XXXX I withdrew money on XX/XX/XXXX in morning. Then. That evening I noticed my account was negative and theres was no longer any sign of check being deposited I immediately went to bank XX/XX/XXXX to see what was going on. Upon looking into situation manager was XXXX. We could see deposit in my deposit history but it was completely gone otherwise. At this point he told me to call XXXX number because he didnt know what to do. I called number and was put on hold for an hour and a half. All three representatives had no idea what to do so an investigation was started. On XX/XX/XXXX I was contacted by investigator who said he could see where check was deposited but file must have deleted but he could see check image and had no idea what was happening He said money would be deposited now today XX/XX/XXXX I still have no money deposited. So I called again to be put on hold for over an hour. Finally when talking to representative who had no idea what to do and could not get any answer from technical department told me to redeposit the check. When I asked for his name he hung up. Ive had this account at Citizens for will over 10 years. This is a business account and money is for customers material
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| 07/08/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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Hello I have been in contact with Citizen Banks since XX/XX/2023 on several different times in regards to my accounts savings and checking accounts. I have explain more times that one that I have been in contact with police department, XXXX and my phone carrier as my personal information has been taken off my device illegally from employees Ive had to fire. I have communicated that I do not feel safe having the same check and savings account numbers because the people that stole my information are posting my information publicly and they are still not doing anything to give me new account information or anything. They are not providing any information as to call in history or anything. Im left in the dark. I have have several issues with this institution but this is my first time filing a formal complaint with CFPB but Citizens Bank does NOT care about the safety nor privacy of the accounts of their members. That has been made VERY clear! On the phone, in-person, and in text message with their bank representatives. I have been told by their in branch associates that they really only care about high volume memebers and high volume accounts. I have had to speak with several branch managers or representatives as well as the chairmans office and overall this institution doesnt care at all.
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| 05/28/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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Web |
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I received a home call from a sales person from XXXX XXXX XXXX who outright lied and said that the equipment is free but I had to pay a monthly payment of {$96.00} to keep my security services active. When I was signing up for the fake monthly security services, I received an email looking to confirm my line of credit for {$4000.00}. I did not confirm the loan and told the representative that I was not interested and that told him that he did not disclose that this would be a {$4000.00} loan and I let him know that I was not interested. He apologized and said that he was new and had not been trained and did not know that this was a loan to finance the equipment. I received a text the next day from Citizens and I called to let them know what happened with XXXX and that I wanted to dispute the charges because I didn't accept the security equipment and I didn't confirm the loan online electronically. They told me that they could not close the account for 30 days after I explained that no account should have been opened because I didn't sign for a line of credit. I would like to dispute the charge and report XXXX for misrepresenting their terms. I am not trying to get into debt and acquire a {$4000.00} loan and if that would have been disclosed, a line of credit would not have been opened.
|
| 03/15/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
I received a letter, on XX/XX/XXXX, from XXXX online banking ( XXXX XXXX XXXX, XXXX, NY XXXX ), that my account was closed on XX/XX/XXXX ( See attachment ) and the funds transferred to Citizens bank. I did not authorize the transfer nor was I given any advanced notice of the pending transfer. I was getting .XXXX interest and, with Citizens, I only receive XXXX interest. When I attempted to close the account online, via a funds transfer, I received an error message stating that it could not be made because the transfer exceed the maximum amount. I then contacted Citizens ( Main office - XXXX XXXX Bank XXXX, XXXX, XXXX, RI XXXX - customer service t ( XXXX ) XXXX ( XXXX XXXX XXXX, Branch manager ) and was told that there is a transfer limit of {$10000.00} per day ... Or, if I did not want to make DAILY TRANSFERS of {$10000.00} until I reach a zero balance, OR I could go to a local branch ( A FOUR-hour drive ) to close the account. I explained that I did not open the account at their bank and, therefore, I did not agree to any of their limits on transfers. His answer : " Sorry for the inconvenience. You also can send a Notarized letter to the bank and ask to close the account which would take up to 10 days to process. We will then mail you a check as soon as your signature is verified. ''
|
| 05/21/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
- UNITED STATES MINOR OUTLYING ISLANDS
- 48127
|
Web |
|
|
I have a checking account with Citizens Bank ends in XXXX, I had submitted payments for my county taxes, XXXX XXXX payments, phone bills, internet bills, utility bills, all payments were rejected by the bank for no valid reason, when i went to the bank i was informed that there is a freeze on my account.
NOTE : I'm not a party to any pending legal lawsuit, I'm not a party to any garnishment or forfeiture, the bank manager at the XXXX XXXX branch refused to disclose any information to me.
The bank responded to by claiming pending legal action, I want the Citizens Bank representative to be investigated separately for providing false affidavit in writing to CFBP, in connection with an ongoing investigation.
I would like this incident to be investigated, i want copies of any documents in the bank possession in reference to this matter, the bank has a duty to investigate any allegation, and can only act upon an order from the court.
Again all I want is the documents that shows that Citizens Bank had the authority to put the HOLD on the account and on what basis. Anything other than a statement from Citizen Bank Employees ( Agents : XXXX XXXX, XXXX XXXX ), because they had proven to be involved in giving false affidavit in writing to CFBP, in connection with an ongoing investigation.
|
| 09/28/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I had an citizens bank, I had no issues until I put my {$10000.00} check in it that I had received from my tax professional. I went in the bank and deposited monies at the counter, was told my money would be available wednesday. It was not, They held money for an additional 7 days, told me it was banks discretion. I then waited those additional days. The day came for me to access the funds and I paid a few bills that in total was about {$1700.00} or a little less, I went to used the card the following day.I tried access my account online and was locked out and account was frozen. I contacted the bank, they told me that I would get a letter explaining what was happening, They would not talk to me only said wait for letter. I got a letter stating bank relationship was dissolved. I called citizen they said at discretion of bank never mention fraud until i asked, I told them the check was good and i can prove it tax professional had documents of the getting funds day after I deposited. bank said I'd get a check of the remainder of the monies within 10 days that was over 6 weeks ago I haven't gotten any monies back, citizen has now stated I owe them, impossible the account was frozen. I couldn't get in the account, nothing can come out. I feel discriminated against, and taken for a ride.
|
| 09/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
dispute a transaction approx cost XXXX the bank with the millennium children working for citizens bank do not understand how the United State Postal service works. On a sunday an electronic transaction hit my account with a toll free number attached. So i call that number and they said to me that i ordered so membership it was in the fine print of which i had no intention to do so. the matter started when i as a XXXX XXXX customer answered a survey and the offered me to chose a product for my survey. I ordered high power ear pods. once i found out that i had to be a member and pay for this membership i decided that when i received my package i would return it.
so in the United Postal Service if you receive something you dont want and or never ordered you give it to the clerk and its called " refusal return to sender '' this is done at no cost to me the consumer and also NO RECEIPT IS GIVEN AS THERE IS NO COST.
The children of citizens bank mandated that i provide a receipt from the post office that i returned that package and the is unavailable they do no give receipts on return to sender.
citizens bank closed my account placed it with XXXX XXXX and declaured that i abused my account for filing a dispute under regulation E and 93 A of the massachusetts consumer protection act.
|
| 04/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
On dispute are two charges dated XX/XX/XXXX : a ) {$1400.00} for a two-way flight from XXXX to XXXX by XXXX XXXX XXXX b ) {$100.00} for flight insurance by XXXX XXXX.
While tickets were issued, the airline cancelled the flight from XXXX and failed to inform me- I learned about the cancellation upon arrival to the airport. My ask from XXXX XXXX to be reimbursed for the services I had not received was bluntly denied.
On XX/XX/XXXX I sent an email to the Disputes department of Citizens contesting the two charges mentioned above and enclose five supporting documents.
On XX/XX/XXXX I received their response which sided with the XXXX XXXX. Reading their response, it was evident that Citizens had not read my original complaint carefully and was parroting the airline 's response.
On XX/XX/XXXX I responded with a second letter to Citizens referring to all the flaws in their response. On XX/XX/XXXX I called Citizens customer service and we scheduled a call for the following day- nobody called. On XX/XX/XXXX I called Citizens again and they promised to call me the following Monday or Tuesday - nobody called.
My experience so far with Citizens that they very ineffective. I wonder whether they have unwritten policy to favor large customers by driving ordinary folks like me to attrition.
|
| 11/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
my loan has been approved for home retention and I wish to move forward with the loan modification however Citizens Bank still has not sent me the final modification documents needed to finalize the modification. I was initially told by Citizens Bank loss mitigation dept that it could take 2 weeks to get the final modification documents generated from the initial approval. It has now been 6 weeks and the final modification documents still not have been generated. The approval letter from XX/XX/XXXX clearly states that In order to accept this offer, please send back the final modification documents, signed and notarized ( if applicable ) by XX/XX/XXXX, The letter also states that if I dont send the final modification documents my XX/XX/XXXX my modification will be null and void I am worried that by not getting the final modification documents sent to Citizens Bank by the deadline of XX/XX/XXXX, it will be used against me to null and void my modification as stated on the approval letter. North Carolina is a non-judicial foreclosure state so I can lose my home very quickly if the investor that owns my loan starts the foreclosure process. I WANT TO KEEP MY HOME!! Citizens Bank is not servicing my loan correctly by not sending me the final modification documents in a suitable time frame.
|
| 10/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have been telling my mortgage servicer, XXXX XXXX XXXX ( website : XXXX XXXX XXXX ) that they raised my escrow to the wrong amount since approximately XX/XX/XXXX. My payment went up from around XXXX a month to XXXX a month. I have been asking that they change this every month since I can't afford an extra 50 % on my mortgage. I have been saving up my mortgage payments every month instead of paying them as XXXX has told me my overage on escrow will not be paid back until I am fully current. They have FINALLY realized that they messed up my escrow and are changing my payment back to XXXX, and have stated that I need to pay my full balance of {$6000.00} today, and they will send me back XXXX by the end of the month. I can't make that payment, also this is money that never should have been due to them. I have the XXXX I SHOULD owe them waiting. This has negatively impacted my credit of course, but I'm not going to let them hold my money while I struggle because they messed up my escrow. Yes, they worked off of data they received, however I found out on Saturday ( XX/XX/XXXX ) after calling them for probably the 5th or 6th time on this matter that my report in XX/XX/XXXX or XX/XX/XXXX ( was not tracking this at the time ) was never used to verify my escrow, just a comment that I asked.
|
| 05/02/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
i made a deposit on XXXX / XXXX / XXXX for XXXX my bank put a hold wo notifying me in writing or verbally and then extedned the hold so the check has been on hold for weeks and i filed a complaint with the office of the chairman the lady called me was acting dumb and rude and telling me the bank the check was drawn on has not paid them and i told her otherwise she accused me of lying and told me to go back where i came from, i got proof the check was cashed and the bank was paid and they still have a hold and there refusing to release my money i bebelieve its because im XXXX bc the lady told me to go back where i came from, i need help i need my money released, this bank is commiting fraud and illegal activity, she also claimed its bc the check is not in the same name as account will thats XXXX they accepted the deposit and i have a check cashing license and this check belongs to my llc for the property for this same business and its a new excuse everytime enclosed you will find proof this bank is commiting fruad they where paid the next day for this check there using my money and holding my money wo paying interest and i had retured credit card payment fees that i paid from this checking acct they returned and charged me and they charged me im out like XXXX plus XXXX
|
| 11/03/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/XXXX at XXXX I deposited anywhere from XXXX ( I counted it before I left but not right at the atm ), the atm said unable to read bills ate my money and only spit out two bills ( a {$100.00} bill and a {$20.00} bill ) and said would you like to do another transaction. I said yes and redeposited the XXXX thinking the whole amount will reflect on my receipt. It was not only the {$120.00} was. I am on camera putting in a stack of cash and only getting two bills back, also on camera saying hello is anyone here the atm are my money then I sit in the atm room for an hour on hold with the claims department. They keep denying my claim and are refusing to look at the atm footage. The supervisor today of the claims department refused to give me his last name but his name is XXXX and he is the supervisor at the Citizens Bank contact center in Pennsylvania. The actual bank which is on XXXX XXXX XXXX ny. They said they can not review the footage but the claims department can. I asked XXXX of the claims department to do that and hes refusing. Im not sure where else to go so I decided to escalate it to here because he refused to give me the corporate office number or let me speak to his superior. Citizens bank has taken atleast XXXX dollars from me. Ive reached out to them maybe 20 times.
|
| 12/28/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
My issues revolves around proper payment processing with Citizens Bank out of XXXX In XX/XX/2022 I made 2 in full monthly payments, then another in early XXXX My goal was to stay one month ahead on my payments. Citizens took my second XXXX payment and applied it was " principle only '' payment. Yet, they did not apply 100 % of that payment to principle, thus taking out interest. I called in XXXX and questioned it and was told that due to their payment processing system, they can not accept full payments in advance. They offered to reply my second XXXX payment for XXXX and then took my XXXX payment as " principle only '' and took off Interest while applying. Then they applied my XXXX to XXXX, which should have been XXXX XXXX payment. And then on XXXX, i get an invoice due in XXXX XXXX?? I am literally fighting with them for prepaying a full payment amount. How does a Bank get away with taking interest out of a " principle only '' payment? If they they applied 100 % to principle, I get it, but when they take interest out, it is the definition of a monthly payment. And how can a Bank not accept full payments to pay the account ahead, especially in such uncertain economic times as today? Again, all i am trying to do is responsibly pay my account ahead. All full payments are accounted.
|
| 07/22/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Banking errors
|
|
Web |
Older American, Servicemember |
|
I opened both a checking and a savings account with Citizens Bank at their XXXX location, XXXX XXXX XXXX XXXX XXXX, XXXX, MI, XXXX. XXXX XXXX opened the accounts, branch phone is XXXX. I made the required deposits exactly as stated on the offer to receive a bonus of {$600.00}. I did receive a bonus on XX/XX/XXXX for my checking account, but not on my savings. I patiently waited until XXXX to inquire as to why the bonus was not paid on my savings account. XXXX checked and was told it's because I didn't make a {$200.00} deposit in XXXX. That's true, because I'd already fulfilled the requirement of a {$200.00} deposit for XXXX consecutive months ( XXXX, XXXX, XXXX ). My current balance is over {$600.00}. XXXX then escalated my inquiry ( case # XXXX ) to a XXXX XXXX. When I called XXXX on XX/XX/XXXX, she stated that she can't help me and I need to wait for XXXX to call me. I'm being ignored now with no one calling me, the bank is not honoring their promise to me. I called the branch again on XX/XX/XXXX. XXXX was on vacation, I was told a banker would call me back, no one did. It's now XX/XX/XXXX and obvious that no one plans to do what's right and pay me. I want my promised bonus. I'm attaching the promo card I received and followed to the letter.
Thanks for looking into this for me.
|
| 03/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage loan was sold to Citizens Bank NA a bunch of years ago, I did not choose this bank to service my loan. I paid off my mortgage back in XX/XX/XXXX, and received confirmation that it was payed off. I have been waiting for my mortgage satisfaction/discharged ( to close out the lien ) to be recorded along with paid off loan documents to be sent now for over 5 months! New jersey requires a satisfaction/discharge to be recorded within 30 days, it has now been close to 5 months with no signs of any recording of any cancellation/satisfaction/discharge! All I get from customer service is 'our lien release department is busy, please wait longer ' after reaching out multiple times. This is unacceptable, this is violating NJ state law ( XXXX XXXX XXXX ). I have also reached out to XXXX, where they sent me a copy of the discharge paperwork, however the documents have not been recorded by the count clerk, and is verifiable online. I have reached out countless times, and am getting nowhere, and have waited long enough and wasted enough of my time tracking this down. This is for mortgage account/loan number XXXX.
Dates with customer service discussions : XXXX XXXX Complaint : XX/XX/XXXX, a discussion on phone on XX/XX/XXXX, left a voicemail without return to Chairmans office on XXXX
|
| 11/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have contacted Citizen One Bank customer service on at least two ( 2 ) separate occasions via telephone ( XX/XX/XXXX and XX/XX/2020 ) and once via Certified Postal mail ( XX/XX/2020 ) to request that my PMI charge be removed from my mortgage as a result of having a 77.2 % LTV ratio which falls below their required threshold of 80 % or lower. To date Citizen One bank continues to send me the same generic letter informing me of the steps I need to take to request that PMI be dropped even though I sent the required written request as they have requested. I reported this issue to a Customer Service Representative ( XXXX ) on XX/XX/XXXX who confirmed that he saw the same letter has been sent out repeatedly and who spoke with his Supervisor to confirm that all I needed to do was send a written request informing them of my request as a result of meeting their LTV ratio threshold. I mailed the written request which was sent via Certified Mail and received by Citizen One Bank on XX/XX/2020 yet my request was answered with yet again the same generic letter I've received multiple times previously. At this point I believe Citizen One Bank is failing to met their obligation to drop my PMI payment as a result of meeting the necessary requirement in an effort to extort additional fees from me.
|
| 10/08/2019 |
Yes |
- Student loan
- Private student loan
|
- Getting a loan
- Problem with signing the paperwork
|
|
Web |
Older American |
|
I received an offer through XXXX to lower my student loan rate through Citizens One. I applied online and then spoke with a rep. I was told within minutes that I was approved for a 5.2 % loan but had to submit 1 more piece of info. I did. I received an email saying they needed more information : proof of social security. I sent it. They said they needed pages 1 and 2 from XXXX tax return. I sent it. They sent yet another email saying I needed to send all pages from XXXX tax return. I sent them the info, which was 25 megabytes. Then they asked for yet more information that I had already supplied. This went on for 6 emails and 9 customer service reps. Each time, they assured me that my latest submission was enough to complete the application. Last night, I received yet another request for still more information.
All of this for a $ XXXX/month reduction!!
Every rep told me that my application was now complete, and I should hear back within 3-5 days.
I am retired and age XXXX. I have a XXXX credit score and more than ample assets to pay the loan off today. Im simply trying to lower the loan for my daughters education. And I have to go through this hassle with still no loan?
As a former XXXX XXXX, I have never dealt with a more deceptive and difficult company than Citizens One.
|
| 06/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American, Servicemember |
|
The FCC issued national security threat warnings about foreign software companies in XX/XX/XXXX. I had been using one of those products which was manufactured in XXXX and, heeding the FCC warnings, I removed the software forthwith. In early XXXX, the company began pursuing me to renew the software license. I canceled my account and they acknowledged my cancelation, but continued pursuing me using different tactics, prices, product names, and company entities. The companys efforts seemed fraudulent so I reported them to the FTC on XX/XX/XXXX.
That same day, I gave my bank a copy of the FTC complaint and ask the bank to help me protect my account against fraudulent claims by the software company. The bank made a feeble effort to block the company but failed, and was generally apathetic and unhelpful. I felt the bank could have easily blocked any transactions from that company, but did not. At the suggestion of the bank, I cancelled my debit card and replaced it with a new one on XX/XX/XXXX. On XX/XX/XXXX, I learned that the company had been paid by the bank for a {$84.00} transaction I had not authorized and had asked the bank to block the day before. I believe it could have easily stopped that fraudulent transaction, but the bank failed and subsequently denied my disputed claim.
|
| 05/13/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
I am disputing a charge for {$90.00} on XX/XX/2023, under " misc fees ''. I have since called daily, sometimes twice a day without a resolution. They explained that those fees were charged in error as part of another claim ( XXXX ). That claim was for {$18.00} and was resolved, however, the {$90.00} miscellaneous fees has not been resolved.
What is happening is that the bank keeps checking that claim and saying it is resolved but does not want to address the {$90.00} that they charged me. I have asked for a direct number or fax but none have been provided.
Below is a copy of the email I sent the bank.
Dear Citizens, I am writing about a dispute that was incorrectly processed. I have called over 6 times in the past week and received two letters from citizens, but no one will resolve this. If you look at the claim, it will say it is for {$18.00} and you see that XXXX issued me a credit. That is not my issue. YOU deducted {$90.00} on XX/XX/XXXX under " Misc charges '' which was an error in resolving this dispute. I am asking you t credit me back my {$90.00}.
I ask that you please review the XX/XX/XXXX translation for {$90.00}, not the {$18.00} charge. Please refund my {$90.00} or give me a justification for it.
Thank you, XXXX XXXX Disputed amount {$90.00} XXXX XXXX XXXX XXXX
|
| 04/03/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
XX/XX/XXXX a cashiers check was deposited into my account. It was returned with a letter from my bank, refer to maker please contact the person who gave you this check for more information. The check was issued to me from CHARTER ONE BANK, in the amount of {$3500.00}, dated XX/XX/XXXX. ( I closed out an account I had there ) XX/XX/XXXX I contacted unclaimed property, Michigan.gov. Spoke with XXXX ( XXXX ) who said nothing was listed for CHARTER ONE. Called Charter One, which is now, XXXX XXXX. I spoke with XXXX XXXX XXXX ) in the garnishment dept. XXXX and was told it would be looked into and they would get b @ ck to me.
I called back and sent documentation of the check, to no availemailed etc., no response.
XX/XX/XXXX spoke with XXXX in garnishment dept., sent all copies of check by email, XXXX XXXX XXXX, she confirmed receipt. Sent another email to XXXX on XX/XX/XXXX requesting info I needed to start a claim, no response.
XX/XX/XXXX called XXXX, she said it should be turned over to customer resolution.
Called XXXX XXXX in XXXX, Michigan, spoke with XXXX, she said I need Legal Council from Citizens B @ nk, corporate headquarters in XXXX, XXXX XXXX, XXXX, XXXX XXXX.
Checked Escruated Property Reclamation in Rhode Island. NOTHING found. Looked under XXXX XXXX, nothing found.
|
| 05/05/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
My father passed away on XX/XX/2021. There was a woman living in the house and she was forging checks and depositing them into her account. A police report was filed on XX/XX/2021. The bank was notified and affidavits were completed for each forged check. The bank supplied statements going back 3 years and over {$230000.00} in forged checks were identified. The majority of the forged checks were forged and deposited within the last year when my dad was isolated due to XXXX. The amount and frequency increased substantially to {$10000.00}, or more, of forged checks per month. She even forged and deposited {$4000.00} in checks the last week of his life when he was in the hospital and dying in the living room. Citizens bank was immediately inofrmed and just as quickly denied the claim, saying that they were beyond 60 days. We have continually asked for the laws and procedures that they are referring to and they continue to not respond in a timely manner and not provide the informaiton. The 60 days from when they were informed accounted for {$20000.00} in forged checks and they won't respond as to why they are not reimbursing those funds to the account. It's a continuation of Citizens bank not responding, avoiding answering questions and putting off all communication as best they can.
|
| 11/27/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
Citizens Bank has refused to close my savings accounts for over a year. In XX/XX/2022, I visited my local branch to close XXXX savings accounts ( XXXX and XXXX ). The bankers there told me that my accounts would be closed, but they did not close the accounts. They also refused to terminate the recurring ACH schedule and refused to instruct me on how to do it myself. I explicitly told them I revoke their permission to pull further ACH transactions from me.
Almost a full year later I found that Citizens has been executing ACH transactions to these savings accounts without my permission for the entire time. At this time I decided to call them to clear up the issue. Throughout a total of 4 calls to customer service, Citizens continued their deceptive practices, making various claims : I. Refusal to close the accounts with ( my ) funds still in them II. Refusal to close the accounts " today '' ( call back tomorrow ) III. On the 5th and final call, I threatened to submit a CFPB complaint. They put me on hold, I heard the call center manager say " Just hang up on him '', then they hung up on me and again did not close the savings accounts.
At this point in time, I believe they will absolutely not comply with account closure unless they are forced to do so by a banking regulator.
|
| 03/19/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XXXX XXXX Citizens bank offset a business loan debt from my personal account ending in XXXX. Citizens bank took {$3000.00} that was sent to me from a family member to pay my mortgage and applied it to a business loan for an LLC. The business is a Limited Liability Corporation and I did not give Citizens bank permission to use funds from my personal account to pay the debt. I have a business account that is attached to the loan via my XXXX number. My personal funds are protected by the veil of the Limited Liability Corporation. Just because the business owes a debt, the LLC origination protects the companies members. The business is not set up as a Sole Proprietorship so the offset was illegal. I will be filing a complaint with the FTC as well as the attorney generals office. I feel that the bank overstepped their authority and enforced an illegal tactic to steal money from a personal account. I am demanding that the funds are deposited immediately as this has caused a significant hardship on my family. If any fees are accessed during this process, I will be seeking legal action to recoup the fees as well. This is an abuse of power and trust and I will no longer be doing business with Citizens bank and I will be informing all of my network of Citizens Banks greedy practices
|
| 02/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
My company received a call from Citizens Bank regarding a possible fraudulent check they received via atm deposit for {$17000.00}. We verified that it was a washed check that had been cashed by the original payee, stolen and then reissued to a person who deposited it through an automatic teller. This occurred on XXXX XXXX, XXXX. These funds were not applied to the individuals account by Citizens who was holding this money until proper disbursement could be verified and made.
We completed the necessary claim paperwork through our bank ( XXXX XXXX in XXXX, CT ). That paperwork was forwarded to Citizens Bank Fraud Dept. We were told it could take up to 90 days to process. We began inquiring about the resolution in late XXXX but XXXX XXXX was told the claim was not in Citizens system. XXXX XXXX personnel have forwarded this claim multiple times without receiving a confirmation of receipt until XXXX XXXX, XXXX when they were finally able to get a case number assigned to it. ( # XXXX ) We are going on 22 weeks without closure of this claim. What can be done to return the {$17000.00} that is sitting with Citizens Bank? I'm expecting that our claim will continue to be lost so that Citizens can not be held accountable for failure to process timely.
XXXX XXXX XXXX XXXX XXXX XXXX
|
| 08/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
Hello, I found citizens bank business checking promotion online. Please see the link.
https : XXXX.
Citizens bank had a promotion to open a business checking account at that time.
earn a {$500.00} bonus, open your first new Business Advisor Checking account between XX/XX/23 and XX/XX/23 and have a minimum opening deposit of {$5000.00} post to the account by the date stated in the table below then remains on deposit until the date stated in the table below and make five qualifying transactions in the two months stated in the table below. Qualifying transactions include deposits made at a Citizens branch, ATM, or through the mobile app ; payments made by check or XXXX XXXX XXXX ; debit card transactions include signature and PIN-based debit transactions in person directly at a merchant location or in app or online merchant sites. Transfers between other Citizens accounts do not qualify.
I made an appointment at Citizens bank XXXX branch, XXXX XXXX XXXX XXXX XXXXXXXX XXXX, MI XXXX. The banker XXXX XXXX opened a business Advisor Ckg account for me on XX/XX/1923.
I met all Citizens bank business checking promotion condition since then, but I still dont receive the {$500.00} bonus.
Please investigate what happened and deposit {$500.00} to my account.
Thanks XXXX XXXX
|
| 08/14/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
I wanted to close my savings account with Citizens Bank. The account contained a little over {$5000.00}. I do not live near a Citizens branch, so all my dealings have been by internet and phone. I wrote a letter to Citizens requesting closure, and also containing information requested by them. They should have received the letter on or about XX/XX/2023.
After about three weeks of receiving nothing, I contacted Citizens customer service, on XX/XX/XXXX. After that I called them weekly, but got no meaningful information except that I found out from one of the agents that my account had been closed on XX/XX/XXXX. Finally, on XX/XX/XXXX, I talked to a supervisor. After hearing of my problem, he stated that Citizens would stop payment on the check ( if it ever existed ), and issue another one. After receiving nothing I called again on XX/XX/XXXX and talked to the same supervisor, who told me that I had been assigned a case number and that he would submit my case again. After still receiving nothing, I called again on XX/XX/XXXX, talked to yet another manager, and was informed that my case was being reviewed by " Operations. '' I am still waiting. Since " Operations '' has been reviewing my case for more than two months, I am losing hope that my money will ever be returned to me.
|
| 11/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I filed a fraud complaint for unauthorized use of my debit card with Citizens Bank on XX/XX/2023 for a total amount of {$1800.00}. These charges were made between XX/XX/2023 and XX/XX/2023 at multiple businesses including XXXX XXXX XXXX XXXX XXXX XXXXXXXX and XXXX XXXX. There were a total of XXXX charges ( Ive included a pdf of highlighted disputed charges ), and some were charged multiple times in one day. I do not use any of these businesses.
I received written notification that my claim was denied dated XX/XX/2023.
I called Citizens customer service to obtain more information about why my claim was denied and the representative told me someone from the fraud department would call me and explain why my case was denied and that after this call, my case would be reopened and reinvestigated. I never received a call from Citizens fraud department.
I received a written notification dated XX/XX/2023 that the additional review of your claim and the original decision stands and the claim remains denied.
I should mention that this is the third fraud claim I have filed with Citizens this year because my debit card has been compromised. The two other claims were determined that fraud did indeed occur and I was issued a credit to my account for the total amounts of the claims.
|
| 07/01/2023 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
Citizens Pay XXXX XXXX ( XXXX CITIZENS BANK XXXX, RI XXXX ), is inaccurately and wrongfully reporting a debt in the amount of {$3000.00}. I have spoken with them regarding this and they even contacted the original creditor, XXXX on a 3 way call regarding this and XXXX verified over the phone that the account was opened fraudulently and Citizens confirmed that this account would be removed from my name and credit reports due to confirming that it is a fraudulent account. Citizens has still not removed this from my credit profile and is still reporting this inaccurate, fraudulent account. I have spoken with Citizens numerous times and I even sent over numerous documents, including a police report and more and was advised that this would be solved within days or a week and that they put a urgency on it. I was also advised before to dispute it and it would be removed and they did not remove it, they actually verified it in order to leave it on my credit report. It has been well over a week since sending my documents over and I still have not heard anything from Citizens and this fraudulent account still is being reported on my credit report! They are very aware that this is a fraudulent account and even have in their notes when the agent confirmed it with the original creditor!
|
| 06/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
On XX/XX/2021 I received an email from Citizens One Personal Loans congratulating me on my purchase of XXXX XXXX XXXX The email provided me with a line of credit account number. I called to immediately notify the company this was a fraudulent attempt and after providing my personal information, the representative stated there was a piece of information I provided that did not match the application. She stated she would send the complaint to the credit agency to file as fraudulent. According to Citizens Bank, the line of credit approved was for {$1600.00}. I do not own an XXXX or even own a television. I do not have any friends, family members, or even a spouse that owns an XXXX
I took action freezing all of my credit reports and filed a report with XXXX to dispute the inquiry. XXXX denied the dispute. Upon calling XXXX, I asked why it was not approved and could not get a clear answer because of a language barrier. I did instruct the rep to mail my denial to me for review ( they are not able to email and the PDF on their website would not open ). I disputed the inquiry on XX/XX/2021, here is the confirmation number of the dispute : XXXX, and again disputed it a second time with confirmation number : XXXX. I am filing this because I do not know what further actions to take.
|
| 11/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Citizens One XXXX XXXX is my lender. My business was shut down due to Covid-19. As a result, I missed 2 mortgage payments ( my payment due on XX/XX/2020 and my payment due on XX/XX/2020 ). Once my business opened back up I was able to make my payment due on XX/XX/2020. I have made all of my payments since. I am currently in forbearance. So I am not being foreclosed on due to my 2 missed payments. But I have been trying to contact my lender for 4 months to discuss a deferment of the 2 missed payments and possibly a loan modification. I have called multiple times. I am transferred to a representative fielding calls form an overseas call center. The representative is not able to provide assistance. The representative states that a Relationship Manager will call me back. No one ever calls. I have called them multiple times only to continue to get the same result. I am directed to a website that is of no use to me. Once logged in there is a phone number listed for my " relationship manager ''. The number is not in service. Relationship Manager Name : XXXX XXXX. Phone Number : XXXX. I am actively trying to resolve this issue with this lender and they are making it impossible to resolve. I can not speak to anyone who can help me. I go in circles and get the run-around constantly.
|
| 06/21/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
XXXX XXXX2010 XXXX XXXX Citizens Bank employee made unauthorized withdrawals from XXXX XXXX XXXX. Business accounts in the Amount of {$5600.00} XXXX XXXX, 2010 unauthorized withdrawals of {$4900.00} Check # XXXX XXXX XXXX, 2010 XXXX XXXX Citizens Bank employee made unauthorized withdrawals from XXXX XXXX XXXX. Business accounts in the amount of {$2500.00} XXXX XXXX, 2010 XXXX XXXX Citizens Bank employee made unauthorized withdrawals from XXXX XXXX XXXX. Business accounts in the amount of {$8500.00} XXXX XXXX,2010 unauthorized Withdrawals of {$6100.00} check # XXXX XXXX XXXX, 2010 unauthorized withdrawals of {$15000.00} check # XXXX XXXX XXXX,2010 XXXX XXXX Citizens Bank employee made unauthorized withdrawals from XXXX XXXX XXXX Business account in the amount of {$3500.00} XXXX XXXX 201 unauthorized transfers from another XXXX XXXX XXXX. Business account in amounts of {$2000.00}, {$7000.00} and {$3500.00} XXXX XXXX,2010 XXXX XXXX Citizens Bank employee made unauthorized withdrawals from XXXX XXXX XXXX Business account in the amount of {$4000.00} check # XXXX XXXX XXXX, 2010 XXXX XXXX Citizens Bank employe made unauthorized withdrawals from XXXX XXXX XXXX. Business Account in amount of {$16000.00} check # XXXX All checks were sent to XXXX XXXX residential in XXXX XXXX. XXXX.
|
| 07/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
I opened a checking account with Citizens Bank using a promotional offer code XXXX.
Under this offer, Citizens Bank is offering a bonus of up to {$400.00} when you open a new checking account, as follows : To earn a {$300.00} bonus, open your first new personal checking account between XX/XX/XXXX to XX/XX/XXXX and have at least XXXX single direct deposit of {$500.00} or more post to your new checking account within 60 days of account opening.
To earn up to {$100.00} : Get paid {$2.00} per qualified debit transaction ( up to {$100.00} ) that post and clear your new checking account within 60 days of account opening.
I have met all offer requirements ( please see description below ), but I did not receive my {$400.00} bonus.
XXXX. I opened my account on XX/XX/XXXX.
XXXX. I received a direct deposit on XX/XX/XXXX XXXX. I have made XXXX debit card transactions that were posted and cleared in my new checking account within 60 days of account opening.
After meeting all requirements and before I received my {$400.00} bonus, Citizens Bank notified me that they have closed my account on XX/XX/XXXX.
Although I met all the requirements, I did not receive the {$400.00} Bonus. Based on the clear terms and conditions the Bank is legally required to pay me the {$400.00} bonus.
|
| 04/28/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I bank with Citizens bank in XXXX XXXX Michigan. On XX/XX/2023 I noticed 9 {$100.00} transactions and 1 {$50.00} transaction. None of which were made by me. I immediately called the bank to report it and have not heard anything or even got a claim number. I called today XX/XX/2023 to see what was going on with it. They had a claim on file for me for that date for $ XXXX which makes no sense. I was only reporting {$950.00}. Anyway even though I'm dealing with identity theft I just noticed right before calling and notifying the bank. The bank is claiming it wasn't fraudulent and won't refund it. This is all part of identity theft issues I'm trying to take care of and notified the government of. It makes no sense how they are refusing to refund these transactions. Everything I claimed they know is due to identity theft. I had to file another, hopefully final claim for payments due to a loan being taken out in my name. With all this other stuff going on with identity theft I'm still finding and learning about currently. They give me no other problems with the unauthorized activity I noticed prior to or after filing this claim and had no problems. Yet the one claim that took the most money out of my account and hurt me the most they are refusing to refund and it's outrageous.
|
| 06/02/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
these accounts don't belong to me. Please remove them from all XXXX credit reporting agencies.
Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft CITIZNSONE Date of inquiry : XX/XX/XXXX This is not mine.
2. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine.
3. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine.
4. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine.
5. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine.
6. Identity Theft XXXX/CITIZENS Account Number : XXXX This is not mine.
7. Identity Theft XXXX Account Number : XXXX This is not mine.
8. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
9. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine.
10. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
11. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine.
12. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine.
13. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
14. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine.
15. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
|
| 07/28/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
On XXXX XXXX, XXXX I called Citizens Bank in XXXX, MA to ask them how I can close our my checking account no. XXXX. XXXX XXXX XXXX told me I had to have a zero balance in order to do that. He said there was a balance of {$58.00} and to write a check for that amount to clear the account which I did check no. XXXX for {$58.00}. On XXXX/XXXX/XXXX I get an overdraft fee for {$5.00}. I called the bank and he said not to worry about it. I then get a statement saying that on XXXX/XXXX/XXXX I was charged a late payment of {$20.00} and interest charges of {$19.00}. My Husband called the number on the statement XXXX and they said that we owe them {$1000.00}. They said we were given an overdraft line of credit and we owe it to them. We were never aware of this and they take {$20.00} per month from our account for overdraft charges and if it is overdrafted they charge us another {$30.00} on top of that. We never took a loan with them and they have always taken the overdraft charges right out of our checking account along with their maintenance fees. This have been since the year XXXX. They have already been paid the overdraft charges right from our checking account. We just want the account closed and for them to stop charging us interest and overdraft fees for an account we closed.
|
| 09/02/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American |
|
My husband, XXXX XXXX and I closed on a HELOC from Citizens Bank XXXX XXXX ) in XX/XX/2023. We were given debit cards. The cards were brought home directly and put into our home safe.
In XX/XX/2023 I received a text from Citizens Bank from their fraud department for four unauthorized charges. Upon calling, the charges were placed in dispute and I was not responsible.
Citizens Bank then issued me a new debit card which I was instructed to pick up in person at the XXXX NY branch. Again, I secured both cards in my home safe.
In XX/XX/2023 I was again notified by the Citizens Bank fraud department that my new card was compromised with two charges. Mind you that the two cards were never inserted, swiped or used in any fashion including on-line purchases. Both cards have never left my possession.
This leads me to believe that there is a breach within the Citizens Banking system. I have refused a third debit card and I have requested credit protection for one year which Citizens Bank as of this day has not responded back to me.
Citizens Bank has broken my trust as a new customer. What can I do going forward to protect my credit and or banking information?
Any help in this matter would be greatly appreciated.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX e-mail XXXX XXXX
|
| 04/28/2016 |
Yes |
- Consumer Loan
- Installment loan
|
- Taking out the loan or lease
|
|
Web |
|
|
I applied to Citizens Bank to take advantage of their Citizens Bank Education Refinance Loan I have never missed a payment on any credit issued in my credit history. I am up to date on all credits issued. I have a credit score of XXXX and I was denied an Education Refinance Loan. I feel that Citizens bank has violated the regulations of the Unfair and Deceptive Acts and Abusive Practices I feel they have Bait and Switched what they claimed would be a chance to repay my student loan in a timely matter. When I called to ask questions I was told by the person on the phone " Well it looks like you have XXXX options to repay your loan, borrow the money from a family member, win the lottery, or die '' I feel this was a way of them saying that they do not think that my life or my wanting to better my financial situation is worth the time to actually look at my credit report and see that I should have been approved for this loan, and with out a shadow of a doubt that repayment would be fulfilled according to the terms of the loan. I find the way that I was spoken to on the phone and the way that my application was denied with my great credit history and payment history again is violating the Unfair and Deceptive Acts and Abusive Practices regulations and a Bait and Switch scam.
|
| 05/04/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
I noticed an error in my credit report. I notified the credit card company ( Citizens Bank ) via phone call. I asked them why they reported a late payment on my account. The operator stated there was no late payment on record. However, it shows up on my credit report. I was then passed on to another person at another department who tried to tell me that instead of using my current account to pay my bill, I was using a different account that was not valid. ( This statement is not true ). Also That an attempt to collect payment was not successful and the transaction was reversed. Therefore after being called by their collections office, that is when the payment was completed and that constitutes a late payment. ( This statement not being true ) I attempted to set up autopay that would not work and had to call Citizens to set it up because it was obvious that the website has technical issues. ( This was another technical issue besides the payment process ) According to the Fair Credit Reporting Act Mistakes must be removed according to FCRA rules.
The agent stated that no LATE PAYMENT was on my file. Yet they reported a LATE PAYMENT to the credit bureaus and refused to remove the statement made to the CRA even though it is not in my file that I have a late payment issue.
|
| 12/13/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
|
|
For over 6 months I was able to log-in to my account and make payments with no problem. Recently in XXXX or XXXX, my access to my account was removed. I have called Citizens Bank 3 times to try to get this resolved. When I attempt to log-in, it says my information is not valid. On my 3 phone calls to the bank we have confirmed all of the information I am entering is correct. We have confirmed my username ( e-mail address ). However, when I enter in the information it is not accepted. This must be a software problem or something. We have tried multiple computers, browsers, etc. They also tried to change my e-mail on the account to see if I could log-in. The system is preventing this. I even had a late payment due to the fact I could not log-in and make a payment. My calls were on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each time I call I am told that someone will get back to me within 2-3 business days and I never receive a phone call. I have been given a ticket number and told this problem is being escalated but it has not been resolved. The ticket number is XXXX. When I called on XX/XX/XXXX the operator did not want to give me the payment address and kept telling me to do the payment over the phone. I can not get into my account to see any information or pay the bill.
|
| 05/25/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
Today on XX/XX/2023 i made a call to XXXX XXXX about payments being returned, they advised me this was on citizens banks end, called them they stated everything looks fine on their end, call back XXXX XXXX and received help from a representative for over an hour calling citizens with her to get my issue resolved, we were then informed by the citizens supervisor we were transferred to that due to a {$50.00} claim i put in during the citizens glitch that happened where multiple charges were duplicated, which some were not resolved resulting in me making a few claims with citizens for. Due to having this claim, it was stated that citizens had a stop payment with XXXX XXXX making all my previous payments all be returned as far back as XX/XX/XXXX from what i can see. My credit score has now gone down, and my credit cards are now over balance due to this glitch with citizens bank and now not being allowed to make my XXXX XXXX credit card payments. I am extremely unhappy with how citizens has handled this issue, as i was advised i have to write a letter to their ACH claims operations to have this fixed. But that doesnt fix the damages that have been done, i now am unable to get a rental car with my credit card after a hit and run accident due to citizens actions in this.
|
| 07/22/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
IhaveanaccountwithCitizensBankandhavehadthisaccountfor5+years.Ihadahousefireafewmonthsago,andmyhouseiscurrentlyunderrepairssoicanmovebackin.Whentheinsuranceclaimwasdisburseditwassenttomymortgagecompanythengetsreleasedinportionsaddressedtomeandmycontractor.AllhasbeenfineuntilnowwithCitizensBank.IwenttothebranchwiththecheckandthetellertoldmetoendorsethecheckFORDEPOSITONLY.ifollowedherdirectionanddepositedthecheckintheATMsothaticouldgetacopyofthecheckonmyreceipt.thenextdaythecheckwasnotclearedandaholdwasplacedonthefunds.Icalledcustomerservicenumeroustimesandnoonecouldgivemeaclearanswerastowhythiswashappeningtome,nottomentionTHISWASTHE2NDCHECKdepositedforthisinsuranceclaim.Thenireceivedalettersayingtheywouldholdthefundsfor45days!icalledagaintodayandwastoldthattheywillnotbeclearingthefundsduetoendorsementissues!theywillnotreturnmychecktomeandIcannothavemyfunds!HowcanabanknotcashmycheckandWILLNOTGIVEMYCHECKBACKTOME?Nowi'm2weeksoutwithoutthefunds.Ihadtocallthemortgagecompanystoppaymentonthecheckandre-releaseanotheronetome!
thishasbeentheworstinconvenienceever!ThecontractorsstoppedworkingonmyhomeatthispointbecausetheycanNOTGETPAID!ihavetomoveoutofmytemporaryhousingattheendofthemonthandIcan'tevengetmyhousecompletedtomovebackin,duetoCITIZENSBANK!MyfamilyandIwillnowbeXXXX!!!!!!
|
| 06/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Standard 30 yr morgage, never missed a payment, escrow attached to mortgage.
XX/XX/2021 - Received letter from a XXXX XXXX about our unpaid school taxes.
XXXX : XXXX XX/XX/2021 - Notify Citizen Bank via phone call about the missed tax payment ( https : //www.citizensbank.com ) *Per Citizen tax payed from escrow account *Per Citizen payment is filed through a 3rd party provider *Per County tax office taxes NOT payed XX/XX/2021 - XX/XX/2021 XXXXCall citirzen bank 20+ times ( 1-2 times a week ) trying to give this issue resolved XX/XX/2021 - XXXX XXXX Notified us they would put a lean on the house XX/XX/2021 - We wrote a personal check to pay the taxes. This action was taken after we called citizen and they told us to pay the balance due of $ XXXX+ in taxes to avoid the lean.
XX/XX/2021 - Citizen will not refund us the $ for our personal check until the issue is fixed after telling us to pay the balance.
We have tried to fix this issue for 4+ months and have called them over 20 times. They have not done anything refuse to refund us our money. They have now lost or stolen $ XXXX+ from us.
How can they not be held accountable for fixing a accounting error they made. I just want my money back and to switch to any lender but them. Never do business with Citizen Bank.
|
| 04/06/2017 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
I have a checking account with Citizens Bank. I recently called the bank to ascertain the balance in the account as I did not have online access and forgot the account number.
Upon being granted online access through the customer service representative, I discovered the account had been debited {$65.00} ( {$10.00} the first month and {$5.00} per month for 12 months after being designated a " DORMANT ACCOUNT ''. While I understand a bank has the leeway to levy such fees, I disputed the fees with the Citizens Bank however because I learned the way they attempted to contact me about the DORMANT ACCOUNT was to send messages for me to the dormant account itself!!! If an account has been dormant, what makes the bank think that the account holder is accessing the account to read messages???? Seems to me if they have the account holders contact information, such as email and phone number, which would have been submitted when the account was opened, then the correct manner to reach said account holder with a designated dormant account would be through some other avenue other than the dorman account itself. The idiocy of their excuse for charging an account holder for a dormant account yet messaging them about the dormant account through the dormant account is beyond stupid.
|
| 04/25/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Money was not available when promised
|
|
Web |
|
|
On XX/XX/2023, I went to a branch of Citizens bank which is located on XXXX XXXX XXXX, XXXX Massachusetts to carry out a foreign wire transfer to XXXX. Upon completion of the transfer of the sum of {$16000.00} ( XXXX XXXX, XXXX XXXX and XXXX dollars ) from my checking account with Citizens bank of which {$80.00} dollars was the transfer fee for the bank, I was issued a receipt. Equally, I was assured that the transferred funds will be in my beneficiarys account on or before XX/XX/2023. After the assured date, the money was not deposited in my beneficiary account which I provided to the bank. I called Citizens bank severally to make a formal complaint about the issue and I was told that they will send a note to the intermediary bank to inquire about the funds. Upon subsequent calls, I was told that they can not force the intermediary bank to respond to their note.
On XXXX XXXX, I made a formal request to recall the said funds. However, the bank officials told me that they can not force the intermediary bank to refund the money nor compel them to respond to their note. I have not received the said refunds up till this moment. Also, they kept saying they can not force the intermediary bank to refund the said funds and they can not force them to respond to their note.
|
| 06/30/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
Today I woke up and had a XXXX dollar overdraft fee, but my account has never once been over drafted This is a ongoing issue with citizens bank Where they charge you an overdraft fee by putting you direct deposits that come the same day as transactions on your account after they overdraft it, even though it says its there Then they argue with you to try defending it because according to them they can see things I cant, which Im sorry no matter how many XXXX transactions are on hold its for sure not more than whats in my savings at the same bank that keeps doing this to me, and that I always ask if they needed it why didnt they take it outta my savings instead of giving me a fee? Theres not any record of my account actually over drafting, and they wont remove it I took pictures, theres not a single time it was red Theyre trying to say it was because of the charges that cleared on the day the direct deposit was made But realistically both payments made to city taxes completely vanished till today and showed back up, which Im also tired of them making things vanish for days so you cant account for them then magically putting the transaction back I manage my account very tediously and they are using deceptive means to gain overdraft fees from people who didnt earn them
|
| 12/18/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
I utilized bill pay to pay my mortgage - check was scheduled to be sent on XX/XX/XXXX. On XX/XX/XXXX, I viewed my account and discovered that 2 checks were sent. I immediately called the bank to rectify the error and was told that there were 2 Bill Pay Accounts setup ( 1 Did not have the account number ) - which, I did not create. I was told that the 2nd check was returned and I would be refunded the return fee. On XX/XX/XXXX, I saw that the check was reprocessed and requested a stop payment however, on XX/XX/XXXX, my account was in the negative because the check was cashed. I then spoke with a bank supervisor ( who refused to give me any identifying information ) - who told me the check was cashed and there was nothing that he could do about it because " the computer made the decision. " I went into the local branch to speak to someone in person however, I was directed to " call the call center, we no longer deal with these issues at the bank. '' I submitted a complaint with CT DEPARTMENT OF BANKING On XX/XX/XXXX and was told that my complaint would be transferred to CFPB. I also submitted a complaint at Citizens online in XX/XX/XXXX- only to hear that this was my fault. Right now my account continues to incur fees because, the bank has refused to return my money.
|
| 09/24/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
Servicemember |
|
I did my part but the amount is still due. The representative state after this was promised auditors came in and reversed the decision without sending notification that this is what happened. I requested when this happened, notes, and call history however was denied. None could give me a definite turn time on when I would get this or when this world be completed.
XXXX XXXX, Related to your call earlier today, here is a summary of all notes on your account. Please note that obtaining exact records of these cases or a copy of the call would require a court subpoena.
XXXX called in with a Citizens One rep with questions about the loan. In XXXX, she moved to an unserviceable address. An agreement was reached that she would still need to pay off her equipment loan with Citizens, but that we would forgive her monitoring fee for the remainder of the contract, as noted in that same case.
However, XXXX claims that on a phone call with a rep at XXXX, she was promised that her Citizens One loan would be forgiven. There are no notes detailing this promise. She was unable to recall when this call might have taken place.
Resolution : emailed CEFollowUp with a date range to see if they can find the call.
Date : XX/XX/2019 XXXX spoken to : XXXX XXXX [ XXXX ] Thank you.
|
| 11/20/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I was enrolled in the COVID Forbearance Program and was told by a Citizen 's employee that it could be extended to 15 months. When I called to resume payments I was told I had to apply for a modification because I was actually only eligible for 12 months and that their employee had made a mistake. During the Forbearance process I was repeatedly given the runaround, I was told to supply the same documents that had already been sent, over and over again. Although I was given a " Relationship XXXX '' named XXXX XXXX, no email or direct line was ever provided. Every call went through the same laborious process.
Finally a Modification Agreement was created.
A Notary provided by Citizens came to my home on XXXX, and my wife and I signed the Modification agreement. Since that time Citizens have sent me monthly statements that do not reflect the agreement. Every month I have had to call in and make the agreed payment over the telephone. Sometimes I am told that the paperwork takes time. The papers were signed and notarized XXXX months ago which is way more than enough time. Sometimes I am told that the Notary should have had my wife and I sign two copies and that I will be contacted by another Notary. However no one has contacted me.
Attachments contain documentation.
|
| 04/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I requested Citizens Bank remove the escrow account from my mortgage on XX/XX/XXXX.
I paid to have them appraise my property to remove the PMI insurance in XX/XX/XXXX. XXXX established my XXXX to be 64 %. Value {$410000.00} and loan balance {$260000.00}.
The requirement to remove XXXX or Escrow is 80 % XXXX. On XX/XX/XXXX Citizens Bank sent me a letter rejecting my requested to remove the Escrow account. I called and the outbound message indicated 1hour hold time to get to representative. I finally got in touch with a supervisor XXXX XXXX contact number XXXX. She told me the XXXX to remove the escrow uses an XXXX based on the original value and the current loan balance. She told me I needed to pay down the loan by {$11000.00} and they would remove it. So I scraped together all my savings and paid it over the phone with her processing the payment. She promised me she would get the requested processed and completed. That was on XX/XX/XXXX I have a confirmation letter from Citizen Bank. I have called XXXX no less then 30 times and she informs me nothing has been done. I Have done everything they asked of me. It has been 3months since this started. I have all the documentation to support the above summary. Please get them to release my escrow account immediately.
|
| 04/06/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
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An over payment of approximately {$1100.00} was made to XXXX on XXXX XXXX XX/XX/2015 as final payment on a mortgage. Citizens claimed to have sent a refund of that check to my home address for that amount within 10 days of receipt of the over payment. I did not receive it. I called to request a new check. Citizen 's customer support advised that a new payment would be sent out. By XXXX XXXX, I had not received a check. I called again and was told to send a request for a new payment in writing to Citizens Bank NA, XXXX XXXX XXXX. XXXX in XXXX, RI. I did so on XXXX/XXXX/XX/XX/2015 by means of both fax and XXXX post. On or about XXXX XXXX I followed with a phone call to Customer service and was advised that my request followed too closely to the matter of the previously mailed check, but that that Customer Service representative put in a special request to have a check sent out during our phone call. He advised that I call back to confirm the action had taken place and get further information as to when to expect the check. I called back again on XXXX XXXX. I was advised by Customer Service that no change had been processed and no check had been reissued. I was directed to call back again within 3 days. This issue has wasted my time and I am still without my money.
|
| 11/19/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Personal line of credit
|
|
|
Web |
|
|
A XXXX security salesman had me sign up for what I thought was a regular XXXX account but it was in fact a credit account with Citizens Pay. After my account was approved I realized what was going on and cancelled everything with the XXXX security company and nothing was installed or charged.
I now have an open line of credit I do not want with Citizens Pay. I called and asked them to close the account and they said that it would take a couple of days. I got an email a couple days later verifying that my account was closed. I logged into the portal and can see that there is still a line of credit of {$6000.00} with a balance of {$0.00}.
I called again and they were confusing but said my account was closed but that the credit would still be available for me to use. I said I do not want this credit available and would like to completely close the line of credit.
They said they can't do this with no reason given and so I asked to speak to a superior and they said there was not one available. Another note is there was never a balance or a charge that could have potentially prevented this line of credit from being closed.
At this point I have a line of credit with a bank I do not use and have to monitor it for potential fraud because they refuse to close it.
|
| 04/18/2017 |
Yes |
- Bank account or service
- Savings account
|
- Account opening, closing, or management
|
|
Web |
|
|
I wanted to open a savings account with my bank that i have bank with sine XXXX of XXXX i was told that i was unable to open an account due to having an {$11.00} charge off. The representative from Citizens ban k stated he did not who it was due to however could transfer me to a different department who could give me more information. The representative transferred me XXXX . I spoke to XXXX at that number, at first he stated he did not see anything under my name and social security number that was showing being owed/ After i explained what the previous representative had stated to me XXXX was able to locate the {$11.00} charge off. He stated it was due to Citizens from an account i had from XXXX . He stated that it was pasted the statue and that Citizen had given up on trying to collect the balance. I asked XXXX as this 14 years old a nd pass statue to collect if i had any other options than to pay it so i could open up a savings account, XXXX did not answer my question. I feel i was forced to pay something that was pass statue to collect just so i would opening a savings account. If i had know about this outstanding amount before I would have paid it. I have been banking with Citizens since XXXX of XXXX and have always had the same account.
|
| 02/05/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
|
|
I have had a checking and savings account with Citizens bank for several years. I have a Green checking account, and have always kept {$2000.00} in the account. Citizens bank changed the account sometime in XXXX, and never sent me any notification by mail, They just started charging me a fee of {$9.00} each month. I called customer service, and they said that they mailed me a notification in XXXX. I asked when in XXXX because I never received any disclosure or notification. The agent could not tell me the date. I work for a XXXX, so I know that this documentation is readily available. The agent, then said she could remove 2 of the service fees. I said that this was unacceptable, and requested to speak to a manager. I spoke to the manager, who then said that the notification was on my estatement on page 2. I explained that I've never seen this before. She tells me that there is nothing that she can do. I told her that changes to an account should be mailed even if a customer has estatements. I advised that I would be contacting the CFPB because this is an unfair practice. I am making deposits to the savings account every 2 weeks, and I could have easily deposited a portion of those funds to the checking account.week. I just want my funds returned to my account.
|
| 11/13/2018 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Problem lowering your monthly payments
|
|
Web |
|
|
On XX/XX/18 I contacted XXXX XXXX , XXXX, the company that handles payments and loan servicing, for Citizens One student loans. I expressed to them that I could no longer afford their payment and need to talk about options on how to do so. I informed them that we had recently completed a bankruptcy and would not qualify to refinance. XXXX expressed that there were no options available for me get payment relief and that they were following lender guidelines. I requested to talk to a manager and received the same information. This time she told me my only option was to go back to school atleast half time and that my loan payments would be deferred. At what point does it make sense to defer payments, accrue daily interest, and increase my payments when the loan goes back into repayment. I can't afford the payment as is. The best XXXX could do was file a complaint with Citizens One. So I called citizens one. I spoke with a woman and then a manager. The manager was willing to conference in XXXX and discuss options with me. This was nice. However, it ended in the same result. Nothing could be done. I am a willing consumer wanting to pay my loan, but can't afford the payment. Neither company wants to help. They both kept saying I wish there was something I could do.
|
| 02/02/2023 |
Yes |
- Student loan
- Private student loan
|
- Getting a loan
- Fraudulent loan
|
|
Web |
Servicemember |
|
Citizen Bank is attempt again to report and collect a fraud loan and debit made from a XXXX XXXX XXXX XXXX, when I was going to XXXX and XXXX and using XXXX and XXXX XXXX. Two Both I and the Co-Signer whom also didn't agree or apply for it File XXXX XXXX XXXX and it was discharge, I was also on SSDI and had all Student Loans Discharge CITIZENS BANK Balance {$58000.00} Balance updated XX/XX/XXXX Original balance {$57000.00} Account number : XXXX Date opened : XX/XX/XXXX Account type : Education Loan Status : Charge-off Status updated : XX/XX/XXXX Past due amount : {$58000.00} Original balance : {$57000.00} Monthly payment Old Reporting which was XXXX out and removed for XXXX XXXXRBS CITIZENS NA Balance details : Paid off Balance : XXXX Balance updated : XX/XX/XXXX Original balance : {$32000.00} Account number : XXXX Date opened : XX/XX/XXXX Account type : Education Loan Status : Charge-Off, Seriously past due date / assigned to attorney, collection agency, or credit grantor 's internal collection department Status updated : XX/XX/XXXX Past due amount : XXXX Original balance : {$32000.00} Responsibility : Joint Account Terms : 254 Months Comments : Account information disputed by consumer Contact info XXXX XXXX XXXX XXXX, PA XXXX Phone number XXXX XXXX ) XXXX
|
| 10/12/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
Urgent Complaint XXXX XXXX XXXX To : XXXX Wed XX/XX/2022 XXXX XXXX Complaint by : XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, MA XXXX Cell : XXXX XXXX XXXX ============== Complaint XXXX XXXX Citizens Bank XXXX Citizens XXXX XXXX, RI XXXX ( XXXX ) XXXX XXXX ============== Dear sir/madam, Hope you are well, I would like to file a complaint against XXXX Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor.
Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant.
The merchant continued to charge my card, however, even after I had canceled the transaction with them.
The disputed amount is {$4500.00} and the bank decided to let the merchant keep the money and the goods, as well.
I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims.
I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal falsly claiming that the dispute was not filed timely, which is totally false.
Thank you for your kind assistance and look forward to hearing from you.
Respectfully, XXXX XXXX : XXXX XXXX XXXX
|
| 04/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We close on our loan in XXXX of XXXX. This was a new construction home where the XXXX was responsible for paying XXXX taxes. In XXXX of XXXX we received a delinquent tax notice for our school taxes due in XXXX of XXXX. I called citizens to pay the delinquent tax bill However they charged us for the school taxes even though they were not our responsibility. Also at this time our tax lines were updated to XXXX tax amounts which were for land only and not including the home. We received an average escrow check for {$2600.00} some change in error. I called citizens again to let them know they needed to reimburse our escrow for the school base amount that was not our responsibility and to correct the tax lines because we did not have an overage. I have reached out to citizens on multiple occasions since XXXX trying to resolve and fix their error however it has not been fixed and I am still out the money for the school taxes that they took from our account in error. My last contact I emailed them the estimated amounts that I received from our county and school for them to update the tax lines and the response was that they were in the process of looking at something else and that they didn't need to look at the new request. This has been a very frustrating ordeal.
|
| 11/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with customer service
|
|
Web |
|
|
I have had a credit card with Citizens Bank for approximately XXXX XXXX XXXX XXXX XXXX. I was initially granted a credit line of {$9700.00}.
A few months ago I was about two days late to a payment. Totally my mistake. I was very busy, lost track of the days, and made a payment the moment I realized my error.
Citizens retaliated by cutting my credit limit down to {$4600.00}, with no warning and no explanation for weeks following the decision.
Fast forward a few months to yesterday. They sent me an email stating that my credit limit had been restored to {$9700.00}. I was greatly relieved as the limit cut had hurt my credit score.
I called today to inquire as to when the increase would take effect. I was told there was no increase and that the email must have been a scam. I work in tech and am trained to recognize scam emails, and I assured the agent that this email was from Citizens Bank. It wasnt until I requested a supervisor that they CONFIRMED that this email was sent by Citizens in error and had been sent to multiple customers. They offered a lukewarm apology and no recourse at this time. I am disgusted and strongly considering moving my finances to another bank that has more respect for their customers, and is more careful with their communications.
|
| 05/10/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Opening an account
- Confusing or missing disclosures
|
|
Web |
Servicemember |
|
I walked into Citizens Bank on Thursday XX/XX/2021 to open a new business management account for NH XXXX XXXX XXXX. I walked in and there was very little literature available to read at the location on XXXX XXXX XXXX XXXX, NH XXXX. There was a teller working and assisting consumers. I walked to one of the office doors to read the marketing and products offered at Citizens Bank. When I stood there XXXX XXXX opened the door and didn't know I was there. " Sorry, '' he said. " I did not mean to hit you. '' I asked him, " What do you do here? '' I took one of his business cards that notifies the consumer he is a XXXX XXXX. I asked him, " What are you managing? '' XXXX XXXX said to me, " You have to go talk to XXXX. '' I was not happy with his recommendation. If XXXX is managing wealth in the community he is directing people where to go or talk to XXXX. I do not feel safe with his management at Citizens Bank. I have no idea who XXXX is and I have no idea what companies XXXX XXXX works with or what his portfolio looks like. I am not sure if XXXX XXXX is an honest wealth manager at Citizens Bank. I feel XXXX XXXX is frauding the consumer and stealing money and personal information. XXXX XXXX does not work with my NH XXXX XXXX XXXX and he is not an approved manager.
|
| 12/07/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
Older American |
|
I received an offer from Citizens Bank to receive a {$300.00} Checking bonus with a {$500.00} direct deposit within 60 days of the account open date and a {$300.00} Savings bonus if I deposited {$200.00} every month for 3 months according to their calendar. After being approved for the accounts, I made opening deposits on XX/XX/2022. I then followed the byzantine and complex steps specified on the offer postcard. I can send you a copy of their offer document for your reference. Despite following all of their rules for both accounts, I have never received the bonus monies to my checking and savings accounts. Therefore, I called Citizens customer service in XXXX asking for an update on the promised deposits but the call was then routed to an international call center and I was put on hold for 15 minutes before the call was disconnected. I tried again twice in XXXX, and the same results. Long wait times and then the call is disconnected for no rhyme or reason. Despite having my phone number and email address, no one has followed up with me. It seems Citizens routes such calls to the international call center to screen calls related to these bonuses in an effort to prevent the payout. Yet, I am regularly receiving offers in the mail from Citizens for HELOC 's.
|
| 08/05/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
Checks that were ordered from my new checking account at Citizens Bank were stolen in transit on XXXX/XXXX/16. XXXX checks were fraudulently written between XXXX creating a - {$2300.00} overdraft in the account. I called the bank immediately upon hearing about the overdraft and filed a police report. I signed and sent affidavits regarding all the stolen checks. Due to miscommunication, oversight, and other errors by the bank, there continues to be a - {$610.00} overdraft in the account and the account is now 'charged out ' even though there is a fraud claim still pending. At XXXX point, the bank mistakenly sent out a 'Fraud Suspicion ' report to XXXX and almost had my current checking account closed. It is now 75 days since I first reported the incident, 49 days since I faxed the first affidavit and 38 days since the last affidavit was sent to the fraud claims department. Very little explanation was given as to the process of filing these claims and how long they would take. Customer service supervisors at Citizens Bank are not returning phone calls. There is little if no communication between the customer service department and the fraud claims department. No one at Citizens Bank can give any time frame as to when the funds in my account will be restored.
|
| 11/25/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
I opened a Charter One/Citizens Checking account back in XXXX of 2015 and it 's been a nightmare since. I 've been charged at least $ XXXX {$2000.00} in overdraft fees. Some I am at fault but a bunch of others I am clearly not at fault. I have called their customer service line 4-5 times throughout the months and what 's available online with the customer banking is totally different than what shows. The call I made today was in regards to XXXX overdraft fees that randomly popped up. So I called, once again to see why. I was told they were for XXXX transactions that posted on the XXXX ( not once showing me in the negative ). Needless to say they have gotten me numerous times and they can no longer get away with what they 're doing. I signed up with them because I was told the only " overdraft '' fees I would to incur with be on outstanding " checks ''. I liked that idea because I do not want to spend money I do n't have. Back in XXXX I had called asking what the overdrafts were for they told me they can occur with an instant ( XXXX ) transfers as well. I have mostly a positive running balance as you will see with the attached documents I provided. PLEASE investigate this as I am sure there are a lot of others dealing with this. It needs to stop. Thank you!
|
| 04/25/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
On Sunday XX/XX/2019 I wanted to purchase an airplane ticket on XXXX XXXX, on their website, in the amount of XXXX When I submitted payment, using my Citizens Bank debit card, Interjet said that the payment was rejected. A few moments later, I received notification from Citizens Bank Fraud Division that suspicious activity had taken place ( my attempted purchase ) and that I should log on the Citizens website to confirm that it was a valid transaction.
I indicated that it was a valid transaction, and I received a message telling me to wait one minute to re-try my purchase ; I did, and this time it was successful.
A few days later I received notifications from Citizens, telling me that my balance was low, and then I had six ( 6 ) overdraft notifications and a overdraft transfer notification. After looking into my activity, I realized that Citizens Bank had put a hold on BOTH payment attempts, duplicating the funds used.
I contacted Citizens Bank customer service on XX/XX/2019 and they were not helpful at all.
Each overdraft comes with a {$35.00} fee, so this was a {$200.00} additional hit to me, and the transfer from my overdraft account ( $ 100.+ ) will also come with a {$12.00} or {$15.00} fee.
As of XX/XX/2019 Citizens still has a hold on {$780.00}
|
| 08/30/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
|
|
Web |
|
|
They discharged and forgave the loans reported them as discharged, then the law office debt collectors still pursuded unlawful foreclosure. They gave fraudulent info to the court to obtain a judgment for loans that were not ours against even our children who were not on the loans or deed to our home. Ruining their credt too. Then after they sent a letter to the sherriff to not conduct a sherriff sale for the reason that the debt was forgiven and there was a XXXX balance on the judgment, then severalmonths later the same law firm collector tried to conduct a sale anyway with no notice and is trying to unlawfully obtain possession of our poroperty. The Bank made a settlement with me to dismiss the claim, but then again would not take what they told me to send them. This collector Law firm has serveal cases where the judge in one opinion of the supreme court upheld sanctions against them for fraud, submitting complaints fraut with errors, and the judge said it was worth to not that the company XXXX has been under serious scrutinization because of their fraud and he knew of 23 other such cases in his district ALONE he wrote in his opinion. I have somewhat figured out what they do, and they need to be prosecuted and stopped. I will provide what I have learned.
|
| 04/23/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem with additional add-on products or services
|
|
Web |
Older American |
|
My Mom opened a Citizen bank checking account several years ago. I was put on the account so i could help her if necessary. Just before we left the bank the banking repressive asked her to open a line a of credit with the account. I said that was not possible because I was in the middle of a divorce and my attorney told me to open no new accounts involving credit. They was perfectly clear that as long as I didn't sign the promise to pay I was not involved with the line of credit. They assured me I was not involved with the line of credit. They would not put me in jeopardy like that. They also tried pushing a credit card on her along with other products they had. She took the line of credit and declined the rest. The agent tried to push other products until I stooped her and told her my father had just died and now was not a good time for time. Fast forward to present day my mom defaulted on the line of credit due to the fact she is in a XXXXXXXX XXXX. I think is a similar thing like people went through will XXXX XXXX were the bank agent was looking to make commission or quotas. The was told I could not be a part of this line of credit and I was told I was not on this line of credit. And now the bank is trying to collect from me. They are guilty of frauds
|
| 10/03/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem when making payments
|
|
Web |
|
|
I purchased a new XXXX XXXX through XXXX. They use Citizens One bank for installment loans over 24 months. I called before applying for the loan and asked if I could pay a lump sum payment at the beginning of the loan to lower the payments through the life of the loan and was told that I could. They had to have the loan first in order for me to do this. I then called in today to make the lump sum payment to bring the monthly payment from {$43.00} to {$30.00}. They informed me that they can not do this. They said my payment is fixed and that they don't offer this. I informed them of the previous call that I had had with them and they said that it was unfortunate that I was given wrong information but that they would do nothing. I told them that I would not have purchased the phone had I had all the correct information and they did not seem to care. The seems like an illegal lending practice to advertise loan terms before a purchase is made and then change them after it is done. They told me they will be looking for a copy of the first call that I made but told me that even if I am right nothing will change. Literally all I want to do is pay them money to make the payment more affordable and they told me that I could do this before the loan was initiated.
|
| 05/25/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
Older American |
|
My savings account with XXXX bank was taken over by Citizens bank earlier this year.
I never really used this account with XXXX, and paid no monthly fees. Citizens has assigned my account to a " One Deposit '' account with a XXXX monthly maintenance fee.
I called Citizens Bank on XX/XX/2022 and requested account closure. I was assured I would receive a check in the mail for the very small balance left in my account, and once cashed, account would be closed. The customer service rep said that the account would remain open until I cashed the check. Made no sense to me but he insisted he was following procedure. Said I would receive the check with 10 days. I did not.
I called again on XX/XX/XXXX, and this time the customer service rep said I'll receive a check in the next 5 days. I have no reason to believe this will happen based on the lack of knowledge portrayed by customer service, and I don't want to have to call again and wait forever on the line. I just want to close this account. There are no Citizens Banks located in California, otherwise I'd go directly to the bank. There are no instructions on their website as to how to close an account. Chat service takes hours.I want to close this account before I start racking up monthly fees. Please help.
|
| 08/01/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
In XXXX I went into the bank to withdraw {$1200.00} from my business account that had roughly {$1400.00}. I used my debit card with the teller, punched in my pin and he gave me the {$1200.00}. A few hours later the teller calls me and says that I need to return the {$1200.00} since a charge went through and he can no longer put the transaction through. I told him I couldn't bring it back since it was used. The teller called again and I explained again that I couldn't bring the {$1200.00} back. He took the money from my personal account without my permission along with the funds from a joint account that I hold with my husband who's XXXX check gets deposited in. When I saw what happened to the accounts I called the bank back and spoke with the teller and he pretty much called me a thief for him not doing his job. He took it upon himself to steal money from me and my husband to cover himself. I was forced to cancel a sick appointment since I did not have the funds to pay for it. It wasn't until the next day that the funds were returned to the correct account. I have spoken with the bank and I don't think they are taking it very seriously. I am not sure if this is even the correct way to go about it. I do need some help in trying to get this figured out.
|
| 09/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
|
|
On XX/XX/2022, I called Citizens Bank to set up a new Savings Account. The phone number on their online banking portal- XXXX is not a Citizens Bank phone. It belongs to a different company that asks you for your personal information. This is a deceptive as it is not disclosed that it is not a Citizens Bank line.
I hung up and called their general line and they had no idea about it. Regardless, they were unable to help me because they Citizens Bank can not open an account over the phone - Misleading advertising!
Lastly when I was in the middle of setting up the savings account online, I was directed to their disclosures page where there was an offer for a credit card. This is a very deceptive page as the offer to decline is not as prominent and the option to continue without accepting is not allowed. I pressed continue which then brought me to the screen saying my credit card offer was approved and I would be getting a card in the mail. I DO NOT want a credit card from Citizens Bank and I want this inquiry to be removed from my credit report. Furthermore I want Citizens Bank to look into its deceptive practices and fix this credit offering. Also the false advertising of an incorrect phone number belonging to a different company needs to be fixed.
|
| 04/13/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
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Hi, We are in the process of getting a mortgage from Citizens Bank. We submitted all paperwork and details the bank wanted 4 weeks prior to closing. We then were told we needed to submit a business XXXX which was submitted 4 times ( rejected 3 times due to handwritten info ) Mortgage lender did not tell us we could not hand write. Now we are on the XX/XX/XXXX and closing was supposed to be on the XX/XX/XXXX. We are now told that rates agreed on will not be honored because a disclosure document a different version of which has been sent 4 times had a clause on it for the XX/XX/XXXX. We have been asking the bank for past 3 weeks to tell us when they will finalize but no response. We also asked to speak to a supervisor but no response. Today they called me ( XX/XX/XXXX ) and said loan is not yet ready but we will lose the financing lock rate if the bank does not approve. The issue solely resides with the bank. Even after multiple communications a day to get the info they have not confirmed the closing date. They said we could provide you the closing letter sometime on the XX/XX/XXXX. How are we supposed to just know when that is and be ready to close. especially when it takes the lawyers time to prepare the closing documents from when the bank approves
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| 03/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
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In XXXX of XXXX, I found a charge in the amount of {$66.00} on my credit card statement for a company listed as " Citizens. '' I looked the company up and found that the company is " Citizens Financial Group '' out of XXXX RI. I talked with a customer service person at XXXX, and she couldn't find an account with my name. I was transferred to several people because the charge on my CC was not authorized. I eventually talked with a supervisor that said she had the ability to search accounts by payment method, and said she removed my CC from the account ( that it was probably mis-typed in ) and that I should have my CC company dispute the charge ... which I did. I auto-pay my CC monthly, so it wasn't until XXXX of XXXX that I discovered that I was STILL being charged {$66.00} monthly. My CC company credited me back the {$66.00} for XX/XX/XXXX, but said they can't credit the charges from XXXX XXXX XX/XX/XXXX ( totaling {$530.00} ). My CC company closed that card and issued me another.
Citizens Financial Group DOES NOT vet applications appropriately and, in my opinion, does not take fraud seriously ( I am a victim of identity theft - so this is all a nightmare I live with daily. ). They don't seem too concerned with taking money from victims of theft.
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| 08/24/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Older American |
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On XX/XX/2023 I CLOSED my checking/savings account with Citizens Bank XXXX
On XX/XX/2023 Citizens Bank paid XXXX XXXX XXXX {$5.00} from my closed account. Because the account was closed there were no funds to complete this transaction resulting in Citizens Bank charging me {$81.00} in overdraft fees on XX/XX/2023.
On XX/XX/2023 Citizens Bank paid XXXX XXXX XXXX {$5.00} from my closed account again. Because the account was closed there were no funds to complete this transaction again resulting in Citizens Bank charging me {$91.00} in overdraft fees on XX/XX/2023.
On XX/XX/2023 Citizens Bank sent me a letter stating the Reason for Returns. You gave the company permission to debit your account but revoked authorization before the debit took place.
I called Citizens Bank and spoke to a customer service representative who proceeded to tell me that they reopened my account and paid the funds twice on my behalf and proceed to charge me with over draft fees.
I was unable to resolve this situation to my satisfaction with Citizens Bank.
On XXXX I received a letter from Citizens Bank stating that they were closing my account because they have not received a full deposit to bring the account current and have sent me to Citizens Bank Collections .
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| 08/17/2020 |
Yes |
- Checking or savings account
- Savings account
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened Checking and Savings accounts with Citizens Bank per the {$600.00} promotion sent to me via US mail. The promotion is structured as follows : Receive {$300.00} for the checking account, {$200.00} for the savings account and {$100.00} bonus for both.
I've followed all terms and conditions, yet Citizens Bank refuses to honor the Savings and Bonus portions of the promotion as the " deposit was not made in a timely manner ''. I attempted to open the account on XX/XX/20, the account was opened on XX/XX/20 after I sent identity verification materials and fully funded, after linking an external account, on XX/XX/20.
I received the Checking bonus on XX/XX/20, which aligns with the promotion 's terms. After not receiving either the Savings or Bonus promotional dollars, I sent a message requesting the status. I was subsequently told that the " deposit was not made in a timely manner '' per the firm 's " Marketing Department ''. Upon review of the attached promotional flyer and terms and conditions, there is no indication of the amount of time one has to deposit the required amount into the Savings account. Further, by Citizens Bank 's delay in opening of the account, I lost the ability to deposit the required {$15000.00} at the time of opening.
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| 01/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In efforts to ensure onetime bill payment with Citizens One, I attempted to set up automatic draft for my mortgage payment. There was an issue with the system or me inputting the correct account information and my payment for the month of XX/XX/2019 failed to process.
I never received a phone call, email, text, no form of communication from the company indicating that my mortgage was late or needed to be paid. I was told that I was mailed a letter AFTER my mortgage was already 30 days late and a remark had been added to my credit report.
Upon contacting customer service, a representative informed me that the company indeed did not contact me and only makes calls to its " bad paying '' customers when their payments are late. As a customer who has made 100 % payments on time there was no courtesy call or outreach to ensure that I didn't fall behind or miss a mortgage payment.
What was even more frustrating and infuriating was that Citizens One called me and left voicemails several times in XX/XX/2019 attempting to sale me another mortgage after they some how found out that I was shopping for new loans.
They took zero responsibility for their actions in this situation and refuse to remove or rectify the 30 day late remark on my credit report.
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| 07/09/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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on XXXX XXXX I want to use my atm debit card and it would n't work at a gas station. I checked it at ATM kiosk and it told me that the card has been deactivated. I went to Citizens Bank the issuer of the card and they seized my card inform me that the account was closed. Would n't give me any explanation.that was the XXXX branch. or to the XXXX branch office the next day with a witness.they still would n't tell me why the account was closed however the branch manager informed me that she would call me back in XXXX and she would try to resolve the issue and give me an explanation as to why my account has been frozen. I called two days later. the branch manager XXXX and for me that they 'd send a letter closing my account to XXXX to my residents on vacation here in XXXX at the time. where my XXXX check was deposited they froze the account. now they informed me that they 're sending a letter to XXXX telling me when they will release my funds. that supposed to be in a life-threatening situation due to my medical needs and the fact that they just need the money to live on.its cause me damages by Missed business opportunities and the inability to pay my automatic reoccurring accounts. not knowing if I 'll ever get my money back so extremely stressful.
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| 11/14/2022 |
Yes |
- Vehicle loan or lease
- Loan
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- Struggling to pay your loan
- Loan balance remaining after the vehicle is repossessed and sold
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Web |
Older American, Servicemember |
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I took out a car loan with Citizens Bank on XX/XX/XXXX for approx {$36000.00} with a monthly payment of {$590.00} monthly acct # ending XXXX. I was laid off from my job in XX/XX/XXXX and my last payment on the loan was in XX/XX/XXXX. The car was repossessed in XX/XX/XXXX and charged off the same month for {$9100.00} after the car was sold by Citizens Bank. I have a checking and savings account with Citizens Bank and without my knowledge and permission, withdrew {$9100.00} on XX/XX/XXXX out of my savings account to satisfy the charged off account. Most of my income is from Social Security retirement and I have been receiving Social Security since XX/XX/XXXX. I had saved over {$12000.00} during ths time and was in my savings account at Citizens Bank. I thought is illegal to take money from an account if most of that income is dervied from Social Securirt benefits and if there was no activity on on account for at least four years according to debt collection regs. The telephone number for Citizens Bank Asset recovery is XXXX and address is Citizens Bank Asset Recovery XXXX XXXX XXXX XXXX XXXX XXXX, Rhode Island XXXX. Please see attached docs for additional verification. Please advise if you need nay further information from me. Thank you very much
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| 04/09/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
Older American |
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I was granted Forebearance by my Mortgage company Citizensone from XX/XX/XXXX to XX/XX/XXXX -- - They unfreezed my credit and just started this month in XX/XX/XXXX to add negative information- that I was late 26 payment, when i was actually in forebearance. They took one year to modify my mortgage payment from XX/XX/XXXX to XX/XX/XXXX, and just sent my first new statement in over a year ... that my payment was changed from {$2800.00} to {$2500.00}, new payment effective XX/XX/XXXX. Also I wrote back on XX/XX/XXXX that my common law spouse also a co-borrower on my the shared mortgage loan, died back on XX/XX/XXXX as i have death certificate on file, wrote a hardship letter to CitizensOne... they have ignore my request. XXXX XXXX was a XXXX XXXX working the XXXX Covid-19 ward at XXXX XXXX and also at a XXXX XXXX... .was very sick from XX/XX/XXXX to XXXX XXXX when he died at home from XXXX causing XXXX XXXX in his body. I requested Citizensone for hardship on my mortgage loan and they have ignore my request. I am seeking further help for CFPB to intervene in this matter. Their Loss and migitation department is a mess, that handle forebearance customers ... .I request help many times..and they are messed up my credit report as being late 26 times.
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| 02/14/2017 |
Yes |
- Bank account or service
- Checking account
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Web |
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I am a new XXXX in MA and my pay is low relative to the cost of living in MA so I actively manage my accounts to make sure i do n't have overdrafts. Recently, I discovered Citizens Bank has XXXX ledger accounts. XXXX for the public which has a delay in reporting over the weekend and another which is in real time, which is not available to the public. I had XXXX overdrafts according to Citizens bank. My online account shows i had money in my account but their ledger shows I did not. Whereas I do not make a lot of money, if feel that I am being targeted by this bank for unjust fees because I ca n't keep a large balance in my account. It is an unfair practice that my account is assessed fees and they keep a separate ledger to take advantage of people who do n't make lots of money and ca n't maintain large account balances. I called the bank to get my money back but was flatly refused. This is a deceptive practice to make money and the this practices needs to stop. The public should have access to the same info they use to track funds. Not only do n't I have access to this real time ledger I ca n't even dispute their claim. I have to rely on their information even though my information, provided by them, does n't show my account going into the red.
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| 09/17/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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|
Web |
Servicemember |
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To Whom it may concern, Thank you for your response on XX/XX/2022 addressing my dispute of a credit inquiry I did not authorize on XX/XX/2022 at XXXX XXXX XXXX XXXX. Thank you for revealing your source of how you obtained my credit information. However in accordance with the law 15 USC 168b : Permissible purpose of consumer reports include : employment, insurance, CREDIT, gov charge cards, child support, ext. Company MUST prove they had your permission!
The Fair Credit Report Act requires that a creditor be able to verify the written authorization of the consumer giving the creditor permission to review their credit. If you can provide a copy of the application electronically or physical authorizing the disclosure of credit files with my signature, I will accept the inquiry. If a signed authorization electronic or physical can not be found please remove the inquiry from the main credit bureaus XXXX.
The presence of this inquiry is adversely affecting my credit report and is impeding my ability to obtain necessary credit. Time is of the essence so I would greatly appreciate a response from you within thirty ( 30 ) days.
Please mail me the copy of the signed application or letter indicating your intention to delete the inquiry.
Best Regards,
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| 04/29/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Other features, terms, or problems
- Problem with cash advances
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Web |
Older American |
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I have an account at Citizens bank. My XXXX XXXX daughter was having marital problems. She had worked for many years and all money was joint with her husband. She wanted some financial independence. I added her to my account with a checking account in her name. Like all checking accounts I have, I told the bank that I did not want overdraft protection, meaning if the money is not in the account, don't pay out any debts. She was fine up to last week. She became involves with someone on line, there was some type of fraud and mine and her accounts were closed and about XXXX XXXX XXXX dollars was taken from my account. I found out about this last Friday XXXX XXXX at XXXX and that I had an appointment at the bank at XXXX. I withdrew any remaining money in my account. I have trouble communicating with my XXXX XXXX daughter. Monday XX/XX/XXXX, I went to make a police report and she refused to come saying I was jumping to conclusions. She did give me information about her friend which I gave to the police.
I looked at her checking statement and was overwelhed with numerous transactions I do not understand. I asked the bank rep how can a person who has a daily average balance of XXXX XXXX and XXXX dollar lose XXXX XXXX. What if it was XXXX or a XXXX
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| 09/21/2016 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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I have been the ongoing victum of account minipulation, and excessive overdraft fee 's. Recently Citizens bank charged me an extra fee, for no traceable reason, and was hesitant to rebate the funds back. Citizens only allows one rebate per year, even if the fee was wrongfully issued to the account. I then spoke with XXXX, the supervisor for the call center, and after much debate was rebated back the fee. XXXX was not willing to work with me on any other fee 's incurred over the past year, despite my awareness of account minpulation. I have paid over a XXXX dollars this year, aswell as last year, in overdraft fee 's. I am opted out of overdraft protection, so the banks minpulates my account, in efforts to collect a fee through preauthorized debates, and checks. The bank does not give me continuous accurate account updates, and the bank will hold items for long periods of time before clearing them. The bank also states that they subtract items from highest amount to lowest, but this is not reflected on my account. Each time i speak with a call center representative, they seem to have a different set of posting rules to suit there fee 's. In short, anytime my account is low, or if i write multiple checks, the bank will find a way to post fee 's.
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| 05/31/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Trouble during payment process
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|
Web |
Older American |
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We need to have a mortgage discharge filed with the Massachusetts XXXX XXXX County Registry of Deeds for an unused HELOC.
We opened a home equity line of credit with Citizens Bank XXXX XXXX XXXX for XXXX on XX/XX/2000. The equity loan was never used. We have contacted several local branches and a corporate contact given to us by one of the branches. The contact was XXXX at ( XXXX ) XXXX XXXX, a case number of XXXX was assigned. The results were that no one we contacted from Citizens could find a record of the HELOC.
If the HELOC was closed/removed for inactivity it should have been discharged at that point, how do we get the mortgage discharge filed?
If the HELOC is still active, how do we get it closed and the mortgage discharge filed.
The mortgage transaction was filed by XXXX for Citizens Bank with the XXXX XXXX County Registry of Deeds on XX/XX/2000. The document filed with the registry of deeds show the XXXX tracking number and customer reference number on the bottom of the last page. The original document was returned to : Citizens Bank Document Control Office Citizens Bank Document Control XXXX XXXX XXXX XXXX, RI XXXX A copy of the Registry of Deeds document and a list of all of the Registry of Deeds transactions are attached.
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| 12/28/2016 |
Yes |
- Bank account or service
- Other bank product/service
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- Using a debit or ATM card
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Web |
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On XXXX/XXXX/2016 My Citizens Bank ATM/Debit card was refused twice - once at a store and once at a parking meter. I called the service number on the back of my card, was told by a service agent that the fraud department had put a hold on my card and was transferred to a fraud department service agent who painstakingly verified my identity before my cell phone call was disconnected. 2 hours later, from home, i called again on my landline, once again verified my identity through numerous numbers, and security questions before being transferred to the card fraud service department where an agent told me I would have to appear at a branch with a photo ID. When i asked why she said my account had been notated. When I asked ( politely ) why she said she could not add further details. I asked to speak to someone who could, was transferred to a XXXX who rudely and belligerently insisted a 'previous caller ' ( surely me ) could not establish his identity. This is untrue - I was the previous caller and I had satisfactorily established my identity. When I insisted my card be unblocked i was told I would be transferred to a manager XXXX I was put on hold for approximately 7 minutes at which time my call was dropped into an unnamed voice message system.
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| 10/23/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
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|
Web |
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I was divorced in XX/XX/XXXX. During the divorce, in XX/XX/XXXX, I signed a Quit Claim deed to allow my ex-spouse to re-finance the property into her name only. Citizens Bank, aka CCO Mortgage, took her application, but instead of re-financing, they changed the terms of the original loan. Changing things such as the interest rate, length of the loan, and payment schedule.
I was informed by my ex that the loan had been re-financed and took her at her word. However, in XX/XX/XXXX, she fell behind on the mortgage, and the mortgage hit my credit report.
I contacted CCO Mortgage, who informed me that they could not and would not provide any information on the loan to me because it was no longer in my name. They also refused to do anything about the credit report.
My ex caught up on the mortgage, and since I could not afford a lawyer at the time, I let it go.
XX/XX/XXXX, I found the payments were again past due. contacting my ex, she stated she was falling behind to do another modification. CCO Mortgage again modified the terms without my consent, and have now added my name back on the mortgage. Again with no notification or signature from me.
I have now hired a lawyer, and am attempting to get my name off the mortgage, and my credit cleared.
|
| 02/27/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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I had {$20.00} debited from my account for a " non-conforming image '' apparently because the camera in Citizen 's mobile app captured a " bad image '' of what I believe was a computer generated check. I deposited the check on XX/XX/XXXX, and got a generic letter dated XX/XX/XXXX ( on XX/XX/XXXX well after I'd destroyed the check ).
I was also assessed {$310.00} in overdraft fees ( $ XXXX/each ) -- {$70.00} on XX/XX/XXXX, {$170.00} on XX/XX/XXXX, and {$70.00} on XX/XX/XXXX -- because 1 ) automated debits into my children 's college savings account, ( XX/XX/XXXX ) and 2 ) a student loan payment ( XX/XX/XXXX ) -- processed as 5 separate ACH 's even though it all goes to the same place -- overdrew my checking account.
I acknowledge that I bear some personal responsibility for this ( most especially the autodebits for college savings ; my bad! ), but I feel that 1 ) notifying customers by form letter over 2 weeks after they used your mobile deposit " service '' is terrible customer " service, '' ( I spent 40 minutes on the phone and had to speak with a supervisor to straighten it out ) and 2 ) because assessing 7 overdraft fees for a student loan payment seems well over the line. I almost can't wait to end my 13 year customer relationship!
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| 07/10/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
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|
Web |
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I just login to my XXXX XXXX and see banks been tired to open, loan application also, collection that I didnt do theres a lot from XXXX Law-15 USC 1681- XXXX collection {$1900.00} XXXX call me and said I have an bal of XXXX Citizens call me said I have a XXXX XXXX call me and said a XXXX XXXX call me saying a XXXX check was deposited and they close my XXXX XXXX XXXX XXXXXXXX business call me saying a XXXX check was deposited and they closed my account Nobody told me what to do how to go about it so Im reporting everything to get off my credit I didnt make any of these charges or tried to open any accounts i only have XXXX XXXX XXXX via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX
|
| 07/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Public record information inaccurate
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|
Web |
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Due to a money transfer routing issue, Citizens Bank did not receive funds before the mortgage due date. Instead of calling or emailing me to simply correct the routing issue, they reported the delayed payment to the credit agencies. The issue on my end was immediately corrected when brought to my attention and has nothing to do with my ability to make the payment or my credit worthiness. That Citizens did not contact me is a violation of their own internal policies as confirmed by two of their call center representatives. My suspicion given the wait times for representatives ( in excess of 45 minutes ) is that this bank is understaffed making it unable to meet its internal and client-facing service level agreements. While that in itself would be fine in my case, it is unacceptable to also damage a client 's credit because of it. It took no time for this bank to report me to the credit agencies without contacting first, yet it is not promptly acting to correct the issue which is harming my reputation and ability to obtain credit. The call centers at this bank have been useless as they have not escalated this and continue to fail on their internal service level agreements and have still not been able to tell me why I never received a call.
|
| 07/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American |
|
I discovered check fraud on my checking account on XX/XX/22. The next business day, Tuesday the XXXX, I contacted Citizens Bank by phone to report the fraud. At the time, there were two checks which the amounts and payees were changed, one for {$1500.00} & the other for {$1800.00}.
The Bank explained that they would investigate. In the meantime, the account was changed to credit-only and I was asked to open a new checking account. The representative also told us that we would be receiving a provisional credit which after multiple calls and " expedited requests '' they filed for me, I have yet to receive.
On XX/XX/22, a 'Declaration of unauthorized Endorsement - Altered '' form was mailed to the house. It was promptly filled out and returned on XX/XX/22.
It has been over a month since initial contact. I've called multiple times to inquire about the investigation and also visited my local Branch. They aren't allowed to give me information and tell me that someone will call me back in two business day, yet I never receive a callback. Worst of all they continue to tie up {$3300.00} without a provisional credit. For checks that were clearly doctored, this process has taken longer than expected without regard for a senior citizen 's funds.
|
| 02/23/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
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My employer Added me as a person on her XXXX page for her diner to be able to able to add posts and update the specials well then XXXX ads started taking money out of my bank account because once I was added as an authorized account manager my information from my XXXX also when on that page this started on XX/XX/XXXX the total amount that they tipped out of me was XXXX. XXXX that's from XX/XX/XXXX to XX/XX/XXXX. I called the bank I went and got a new debit card I took my information off of the XXXX XXXX citizen 's bank has taken {$800.00} in over draft charges because of this XXXX add thing being taken out numerous times. Dates are XX/XX/XXXX XXXX XXXX. 30.00 XXXX. 25.00 XX/XX/XXXX XXXX The overdraft charges came on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX.
For a total amount XXXX The 1st time I called they did reimburse me 4 of the {$37.00} fees from my account now they're saying that the fraud case was unfounded and they can not return any of my money meanwhile they just keep charging me all these fees because my account is negative I have not been able to touch my paycheck which is struck deposited every Friday in over a month. It's Citizens bank. What can I do?
|
| 07/14/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American |
|
This concerns my Safe Deposit box. On XX/XX/XXXX I went to Citizens Bank to access my safe deposit box. I was told it was in either XXXX or XXXX. A year or so ago I received a letter stating that due to remodeling, the safe deposit boxes were going to be off-site. I believed this was temporary. I never dreamed it was permanent. I requested that it be sent back to the bank for me to access. I wrote to the CFPB the next day. Unfortunately I mailed it to an old address, so when it came back 10 days later ; I re-mailed it to you. I checked weekly to ask where it was, just to be told it may take two weeks or so. Just today ( XXXX XXXX ) I stopped in and they apologized, saying they had talked to someone but were awaiting an E-mail stating that it was sent but hadn't gotten one yet. One month. I then told them that when it comes in, my wife ( who is co-owner ) would stop in with the key. They said no key was needed, it would be sent in a secure bag. It was ONLY THEN that I realized that they had access to the contents without me being there! I actually though that they were going to send the box up to the bank for us to access. What is the point of a safe deposit box that is accessed by other than the key holder? Just wanted to send an update.
|
| 03/15/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
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I was trying to cash a personal check amounting {$50.00} dollar at the Citizens Bank, XXXX XXXX XXXX, XXXX, PA XXXX this morning ( XX/XX/2018 ) by producing a my personal check to the teller -who said is also the manager of the Branch, ( name tag - XXXX XXXX ) In order to cash my own check, he asked for a Sate Issued ID. Unfortunately I did not have a state issued ID instead I gave my employer badge, issued by the Federal Reserve Bank of XXXX, that has my name and Photo ID.
XXXX XXXX XXXX was very stubborn in insisting a sate ID or passport to get {$50.00} dollar even after he was able to verify my signature in the system and show an employer badge with Picture and name. And my account have much more than {$50.00} at this point of time.
I feel like I am very much embarrassed, and felt like it is not a proper way of helping a customer, So I am filing my complaint with you to take up this matter at the appropriate level to 1 ) substantiate that this is strictly followed protocol of the Citizen Bank to cash out any check including a small amount of {$50.00}.
2 ) If not, I feel like it is a targeted action by the employee of the bank.
I even asked for his supervisor to present my situation, and he said he is the top one of the branch
|
| 08/06/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American |
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In XXXX XXXX XXXX I got a citizens clear value credit card, XXXX XXXX interest free, I did a balance transfer of XXXX dollars .in XXXX when I opened my bill Isaw that there were 3 charges on my bill that I did not authorize the first one on XX/XX/XXXX XXXX a charge of XXXX to XXXX on XX/XX/XXXX a charge XXXX to XXXX and on XXXX XXXX a charge of XXXX I immediatly called their fraud dept. and reported it they told me they shut the card down and would investigate the matter said it would take 2 or 3 weeks. I called them on the XXXX XXXX XXXX on XX/XX/XXXX they sent me a letter stating that they completed their investigation and that I was responable for the charges and that the amount of XXXX would begin accuring interest and be included in my regular bill. I again called their fraud dept. and their represent stated that I wasnt responable for the money but their manager would call me back .I called 7 or 8 times no one ever called me backI continued to make my monthly payments until I paid every dollar that I owed after that I called and Told Them i wasnt making any more payments.now they haressing me with phone calls and letters and reporting me to the credit bureau XXXX XXXX XXXX XXXX XXXX XXXX Florida XXXX XXXX XXXXXXXX XXXX XXXX XXXX
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| 12/21/2022 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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I walked into the Citizens Bank branch on XX/XX/XXXX closed my account and withdrew the money from the account. While in the process of changing bank information for all automatic payments on XX/XX/2018, XXXX, XXXX, and XXXX the bank allowed all automatic payments to go through while there were no funds there and a request for the account closure was previously made. The payments were reversed however the bank still charged overdraft fees.
Also, the day I closed the account the branch teller did not request that I needed to sign an account closing form to make it official. I left the branch thinking my account was closed. No other information was read to me and no information was given about the bank 's procedures for closing an account. The bank account remains open and overdrawn in the amount of {$370.00}. I have spoken to customer service they told me they can not reverse these fees only the branch can. I spoke to the branch manager, XXXX, she told me that she is not allowed to refund that amount. She sent an approval request to the bank 's higher manager 's they denied the request. I wish to have my account closed as requested on XX/XX/XXXX when my account was with a positive balance and the amount of {$370.00} reversed. Thank You.
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| 11/06/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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XXXX XXXX I run a small XXXX XXXX and unfortunately Covid hit my XXXX hard and 90 % of my clients went on hold ( clients choice ) due to the virus and fear! Do to this I was on XXXX and I had to apply for the PPP loans. I never expected when I started my XXXX for any of this to happen and prior to covid my account was in good standing! I have been charged thousands of dollars in fees! THOUSANDS! Yes they waved some ( {$2200.00} last I counted ) in fees since covid hit hard, but then again Ive paid over {$12000.00} in fees to This date XX/XX/2021. Ive explained my experience and Ive asked for help and I keep getting told they can no longer help me. I am aware I got a lot of help during the pandemic because times were hard, but Im also aware that $ XXXX in fees is absolutely ridiculous! I keep trying to get into the positive and keep it there and they keep applying fees. Each fee puts me further and further behind!! Im a single mom, a small Buisness owner and this past almost 2 years has been hard and I need some Help here! Ive given them over $ XXXX in hard earned money just because I went negative or I had NSF a few times. Im doing my best to catch up, and I cant catch up if they keep adding fees and continuing to put me further behind.
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| 01/17/2019 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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I transferred my money to an external bank ( bringing my balance to {$0.00} ) and then used the online message center to request that my checking account be closed on XX/XX/XXXX. I received a pop-up after submitting stating : " Thank you for your message. We will make every effort to respond within 2 days ''. A week later on XX/XX/XXXX, I received a message stating : " Thank you for contacting Citizens Bank via email. We apologize for the delay in responding. If you have not completed your request using another method please respond to us and we will work to assist your needs ''. On XX/XX/XXXX, I responded to the message once again asking for my checking account to be closed. As expected, I received the same pop-up about a response within 2 days. Three weeks have now gone by since my most recent message on XX/XX/XXXX without a single response from the bank. Then on XX/XX/XXXX, I received a $ XXXX monthly charge for the account, bringing the balance below {$0.00} to - {$24.00}. Had the bank simply responded within the two days either time and closed the account then I would not have been charged this {$25.00} fee ( and still be waiting for a response and the closure of a bank account over a month after my initial request on XX/XX/XXXX ).
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| 07/13/2018 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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On tuesday XX/XX/XXXX my landlord XXXX XXXX apartments had two washers and two dryers from XXXX XXXX XXXXXXXX XXXX XXXX , XXXX, PA XXXX XXXX, installed in building number XXXX XXXX XXXX XXXX PA. They put up a sign that said we had to use a credit or debit card and our banks would hold {$7.00} for XXXX hours than return the {$7.00} and charge the regular fee of {$1.00} per wash and per dry. I used the washer and dryer on Wednesday in which {$21.00} was taken from my bank account. I called my bank ( citizen bank ) and spoke to a customer service man named XXXX He said my money would be refunded on Thursday and I would be charged {$1.00} from each three {$7.00} that was taken from my bank account. XXXX XXXX I went ahead to wash my sick mother ; s clothes today thursday XX/XX/XXXX and was charged {$28.00} leaving a grand total of {$49.00}. I called the XXXX vendor and emailed them and they said it was the bank 's fault and XXXX the manager from Citizens bank said it was the vendor fault. I also called and emailed my landlord to no avail. I want my money back and be charged only the {$1.00} for each of the wash and dried clothes I was told I would be charged. Citizen Bank does not want to take responsibility for this. I need help. Thank you
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| 06/17/2015 |
Yes |
- Bank account or service
- Checking account
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- Account opening, closing, or management
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Web |
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I opened a checking account years ago and did not realize that it had a monthly fee attached. Unfortunately, I never got XXXX email or letter from the bank until almost three years later when I got a letter stating that my account was overdrawn. Since I had never used the account ( and frankly, forgot about it XXXX, I was concerned that someone had fraudulently gotten my acct. number and had drained the account. When I called customer service, they told me that I had been charged {$9.00} for the last XXXX years. If I ( or anyone for that matter ) were aware that they were being charged a monthly fee for years without ever using the account, I would have changed the type of account or closed it. When I said I had never gotten any statements or notifications, they said that I had access online and furthermore, email notifications. I had never gotten XXXX single email or letter from Citizens in all that time. They told me my email address ( and it was incorrect - off by XXXX letter ). After speaking with several customer service representatives, they best they could do was to refund two months of fees. The motto, " Good Banking ... Good Citizenship '' should be changed to " Good Banking ... Good opportunity to steal our clients ' money! ''
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| 10/13/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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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.
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| 03/22/2022 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Deposits and withdrawals
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Web |
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My wife and I have 2 savings accounts that were with XXXX. XXXX transferred our accounts over to Citizens Bank.
We recently tried transferring {$25000.00} out of our savings account at Citizens Bank to our checking account at XXXX Bank and we were informed by Citizens Bank that we couldn't withdraw funds even though we had a nearly {$60000.00} balance. All of the funds are seasoned... They are payroll deposits that have built up over time- so there were no recent large deposits with holds, etc.
When we tried transferring the funds using their online banking feature, we were informed that the cap was {$10000.00} per month. When we called in ( after being transferred over and over again and waiting over a half hour on hold ) we were told that the maximum we could transfer was {$15000.00}. I asked for a supervisor and they told me it would be another 20 minutes on hold.
I then asked them to close my accounts and they told me that I needed to have a {$0.00} balance in order to close our accounts. I can't have a {$0.00} balance if I can't withdraw or transfer my funds.
All my wife and I want is our money out of this horrible Bank ( that we didn't even choose to do business with in the first place ) and to close our accounts there.
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| 02/14/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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Citizens Bank allowed approximately {$3000.00} to be deducted from my bank account between XXXX and XX/XX/2017. The money was pulled by XXXX XXXX daily. Citizens would not provide the documentation needed to recover the unauthorized funds, which led to hardship. Banks need to be watchful of excessive activity on an account that is out of line with prior activity. Daily ACH pulls in the amounts of {$75.00} to {$100.00} should be a red flag for a bank. Other banks will notify customers if they see excessive activity on an account. My property is now going into foreclosure because I can't recover the money. While Citizens isn't responsible for the activity, they are responsible for alerting their customers when activity on an account is excessive. I have provided them extensive documentation on why the activity was fraudulent, including phone records from various states and calls made at 3 or 4 in the morning. The bank has taken a very passive approach to this information, closed my account, and has ignored the documentation. FDIC insurance is null in this case. If someone were to come into the bank and steal from the account that's considered serious. Because it was done by phone and computer, the bank is not acknowledging any problem.
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| 02/09/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Charged fees or interest you didn't expect
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Web |
Older American, Servicemember |
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I purchased an Elliptical machine from XXXX XXXX on XX/XX/XXXX, with 12 months interest free financing done by Citizens One. Statement shows a charge for XXXX XX/XX/XXXX for {$2300.00}, 0 % APR 12 MO. I never received a paper statement showing when payment was due or who to send monies to. I did receive a email about statements, but it kept trying to have me set up autopay, which I don't do. Because of this, I was late on my 1st payment, but after calling XXXX to get info needed, Imade two payments in XX/XX/XXXX to catch up. All my statements showed " The current rate 0.000 % will end on XX/XX/XXXX ''. I paid {$200.00} a month to pay off the machine. My final payment of {$170.00} was posted and received by Citizens One on XXXX XX/XX/XXXX. However, I did not catch that XXXX had changed the 0 % APR pay off date to XXXX XX/XX/XXXX on the statement dated XXXX XX/XX/XXXX. I have never seen a company change payoff date in 40 years. But XXXX did it. They then were able to charge me interest of {$1.00}, which I paid and have asked for a refund. I am not a lawyer but this appears to be a deceptive practice and should be illegal. I want everyone in USA to know how Citizen One operates, so they do not get caught up in their deceptive practice.
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| 08/22/2018 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
Older American |
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My response to a letter dated XX/XX/2018 from XXXX XXXX XXXX XXXX : XX/XX/2018 FAXED TO : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RI XXXX Re : Account # XXXX Your letter of XX/XX/2018 indicates my loan is past due. I submitted on or about XXXX XXXX the appropriate forms to move my monthly debit from my former XXXX checking account to my new XXXX XXXX XXXX account.
I contacted your office by phone about the time of the referenced letter indicating that neither my old XXXX account nor my new XXXX account had been debited and was told by a not particularly helpful representative that it may take one or two billing cycles to take effect.
For more than two years I have not missed a payment and have, in fact, paid {$500.00} per month so I am well ahead of the loan payment schedule and can not be past due.
Please take steps to implement my new XXXX XXXX XXXX account and the monthly debit of {$500.00} against the referenced loan. Also, take steps to remove the negative impact on my credit record as I am effectively NOT in arrears.
Thank you. Inform me that these actions have been taken so I have a record of the action.
Regards, XXXX XXXX XXXX, XXXX.
Cc : Acting Director XXXX XXXX Consumer Financial Protection Bureau
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| 02/18/2018 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
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- Managing an account
- Problem with renewal
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Web |
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We opened a 16 month CD account@ 1.5 % APR effective XX/XX/XXXX and maturing on XX/XX/XXXX. We were not notified by letter that the CD was about to expire or asked what option we wanted. When we realized that the CD had matured my wife went to the bank. They stated that since we did not notify them as to what we wanted to do they rolled it over to another 16 month CD with an APR of 0.03 %. She told them that we wanted to be notified by letter or email when this CD was maturing. They stated that they would inform us by letter when it was about to mature.
In XX/XX/XXXX, my wife said to me that she thought that our CD should be maturing. My wife called the bank and they said that it had matured and they rolled it over again to another 16 month CD@ 0.03 %. When we asked them why they did not notify us by letter or email as we asked and they said that they would do they could not give us an legitimate answer.
We decided to close all accounts with this bank and pay the mere penalty of 3 months interest. Then they hit us with the {$50.00} on top of that which could have been waived.
We would have filed a complaint sooner but we did not know that it was a law that they had to notify us by letter. It was twice that they did not notify us.
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| 12/14/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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Web |
Older American |
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1. I PURCHASED A PACKAGE TRAVEL WITH EXPEDIA.COM USING MY CITIZENS CARD.
2. AFTER BOOKING MY PACKAGE WITH 2 HOURS. I WAS TOLD EXPOSED TO XXXX. WITHIN 4 HOURS. I CALLED XXXX REQUESTING A CANCELLATION DUE XXXX 3. XXXX HAS A 24 HOURS CANCELLATION POLICY FOR THE FULL REFUNDS 4. AFTER SPEAKING TO A REPRESENTATIVE. I WAS TOLD THEY ARE UNABLE TO CANCEL MY TRAVEL PLANS... I WAS INFORMED TO CALLED THE HOTEL AND AIRLINES DIRECTLY FOR ANY CANCELLATIONS.
5. AFTER CALL THE HOTEL AND AIRLINES. I WAS TOLD THEY ARE UNABLE TO CANCEL MY SERVICES SINCE I HAD BOOKED IT ONLINE THROUGH A ( THIRD PARTY.
6. I IMMEDIATELY CALLED BACK XXXX EXPLAINING MY OUTCOME FROM THE HOTEL AND AIRLINES. SAYING THE HOTEL AND AIRLINES DID MADE MY RESERVATIONS. AND I REQUESTING MY CANCELLATION.
7 XXXX IS MISLEADING AND DISHONEST. MY TRAVEL PLANS WAS CANCELLED WITHIN 4 HOURS. XXXX HAS 24 HOURS TRAVEL POLICY FOR THE FULL REFUND CITIZENS BANK IS ( UNACCOMMODATING ) I AM UNABLE TO COMMUNICATION WITH THE DISPUTE DEPARTMENT. THEY ARE NEVER RETURNED MY CALLS.
8. I KEPT CALLING CUSTOMER SERVICE TO ESCALATE MY FRUSTRATIONS. THEY ARE NOT HELPFUL.
CITIZENS WROTE A LETTER SAYING WHAT IS XXXX POLICY IS AND THEY ARE NOT TRYING TO BE FAIR WITH MY RIGHTS.. AND RETURNING MY FULL FUND
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| 08/23/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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Web |
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I had a HELOC with Citizens Bank. In XXXX of XXXX I applied for and received approval for a HELOC with XXXX XXXX XXXX! I requested a payoff figure from Citizens Bank in order to pay the balance due on the HELOC I had with them. On XXXX XXXX I received an itemized letter from Citizens, detailing all the balances and fees that were included in the payoff figure. Included in those figures was a {$100.00} Discharge Fee! I recently noticed that money had been taken from my checking account at Citizens to pay for this fee, on XX/XX/XXXX. By doing this Citizens overdrew my checking account and then charged me a {$35.00} overdraft fee!! I shouldn't have to pay any fees as long as the amount requested in the payoff figure was satisfied, before the " payoff valid through date ''! XXXX also requested that my HELOC account be discharged, via written docs signed by me. Citizens is telling me that I never requested for the account to be closed therefore they can charge a fee for having it open, even though the request was made in XX/XX/XXXX.
P.S. XXXX XXXX cut the check on XX/XX/XXXX. Citizens Bank stamped Received on XX/XX/XXXX, on the front of the check. Yet the reverse side of the check shows it was processed on XXXX!!! Is this not illegal?
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| 07/13/2017 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
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- Closing an account
- Fees charged for closing account
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Web |
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I was forced to close a certificate of deposit early with citizens bank on XXXX / XXXX / 17 because my water heater broke, my basement flooded and I needed the money to fix it. I knew I would be charged an interest penalty for breaking th e CD however, the asst manager, XXXX , at the XXXX MA branch informed me of a {$50.00} transaction penalty that would be deducted from my closing balance. I asked for the fee to be waived because of my long history with Citizens, I am a XXXX XXXX customer and the emergency situation. She declined saying she was not allowed to waive fees. Told me to call phonebank. I did and the supervisor, XXXX declined as well. This CD was ope ned over 15 years ago, the XXXX fee as far as I can recall was not part of the account agreement at that time. I have never in my life have had to beg or file a complaint in order to get a bank to issue a fee rebate. It is now a matter of principle to me. This was an emergency situation, beyond my control and I needed every dime to pay for the repairs. The outright refusal and passing of the buck between the branch and phonebank is just plain unacceptable. I will be closing ALL my accounts, refinancing my car loan and moving my investments to another bank.
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| 11/28/2017 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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I have a Citizens Bank Home Equityline of credit tied to a conventional checking account. Payments to the Equity line are automatically deducted from the checking account monthly. In XXXX of 2017 I overdrew the checking account with the automatic payment on XXXX XXXX. On XXXX XXXX I transferred {$5000.00} to the checking account. I assumed that money would go to pay the overdraft. However what I did n't know was that a separate account had been set up without my knowledge and that the money did not go to pay that ( see attachment 1 and 2 ). I have been charged % 18 interest on that balance {$380.00} which I was n't aware of. I realize that when I opened the home equity line I signed an agreement that Citizen 's could set up this account but obviously I had no idea that the account would not be paid off when the balance on the checking account was several thousand dollars. I found out today that the only way to close this " overdraft account '' was to personally go to the bank branch and request it in person. My total interest charges are not large, {$45.00} but the principle is important. I believe that setting up shadow accounts at the time of overdraft and not closing them when the balance is positive is predatory and deceptive
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| 07/27/2021 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
Servicemember |
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This madness has been going on a while with this bank! Constant fraud alerts text to me, having to file claims for transactions, they apply debits and credits knowing when I get DD and when I dont whenever they want, they charge me fees for their error, then credit me the fee. After that if I ask for a credit for a fee Im told I have to many credits for fees. It is constant double talk and doing what they want with my account. Today I see I am being charged for ATM cash withdrawal and a fee for that. How did I withdraw the cash if it wasnt there? A supervisor XXXX told me they will let me withdraw money at their discretion. I asked her three times, she said the same thing. Still does not make sense. I also see a charge for a lawyer service today. I explained to XXXX I have a receipt from the merchant that it was paid XX/XX/21 today is the XXXX. She said that transaction was never on hold or shown to transact. I reminded her of the receipt. She said she didnt know why. She reminded me that I have to pay these charges. Something is fishy here. Always has been with this bank. Now Im faced with over {$400.00} in charges that have to be cleared by XXXX XXXX tonight or I will get more fees. Something is not right can you please help.
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| 03/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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HELLO, I HAVE CONTACTED CITIZENS ONE LOAN ABOUT MY UNPAID PROPERTY TAXES AND ESCROW ACCOUNT. ON XX/XX/2020, THEY SENT A PAYMENT TO MY PROPERTY TAX AUTHORITY, BUT UNFORTUNATELY, THEY MADE A BIG MISTAKE AND SENT IT TO THE WRONG PROPERTY PARCEL ( WHICH IS NOT EVEN MINE ). I HAVE CONTACTED THEM NUMEROUS TIMES FOR THEM TO FIX THIS AND THEY HAVE FAILED TO DO SO. EVERY TIME I CALL, I SPEND AT LEAST 1HOUR AND A HALF WAITING FOR A SUPERVISOR AND NOONE IS EVER AVAILABLE OR CALLS ME BACK. EVEN AFTER THE REP SAYS THEY WILL CALL ME. ALSO EVERY TIME I CALL I HAVE TO EXPLAIN THE SITUATIONS BECAUSE THERE IS NOT EVEN A CASE NUMBER. ALL I GET FROM THEM IS THAT THEY ARE STILL INVESTIGATING. I HAVE CONTACTED THE TAX AUTHORITY AND THEY HAVE EVEN PROVIDED A WEBSITE FOR THEM TO VERIFY MY PARCEL. I FINALLY WAS ABLE TO SPEAK TO A SUPERVISOR AFTER MOPNTHS AND SHE WAS LITERRALY RUDE AND SAID THAT IT WAS NOT UP TO HER. I ASKED FOR HER TO PLEASE ESCALATE THE ISSUE AND IS BEEN 4 MONTHS AND THIS HAS NOT BEEN RESOLVED. I DO NOT KNOW WHAT TO DO ANY MORE. JUST FOR THE RECORD, CITIZENS BOUGHT MY LOAN WHICH MAKES IT EVEN MORE FRUSTRATING AS I HAVE READ ONLINE ABOUT MULTIPLE PEOPLE HAVING THE SAME ISSUES. I AM HONESTLY OUT OF OPTIONS.
XXXX XXXX XXXX : XXXX : XXXX
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| 12/30/2015 |
Yes |
- Bank account or service
- Checking account
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- Making/receiving payments, sending money
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Web |
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Overdraft Charge on Electronic Payment.
I Did Not opt IN for ATM, debit card or electronic payment overdraft.
So my expectation is that the bank will NOT attempt to make a payment if I do not have funds on my accounts.
Citizens Bank is charging me {$35.00} overdraft fee on electronic payments I programmed in its electronic payment online banking. Note that the bank CANCELED the payment and will charge me an overdraft for a payment that it will NOT perform.
The overdraft fee is called, a return fee. The explanation is that Citizens bank needs to reimburse, Citizens Service provider that tries to make the payment when there is no funds available.
My Rationale : I understand that my OverDraft Opt out rights are being twisted.
If the account does not have funds and Citizens Bank knows about it, Citizens should NOT perform the payment ( as actually it did NOT ) and NO Fee should be imposed.
Citizens Bank twisted this logic, by NOT performing the payment and calling the the fee ( {$35.00} ) a return fee.
Talking to the bank representative, the payment will be resubmitted automatically and if there are still lack of funds another fee will be imposed.
This behavior seems to twist the opt-out rights afforded by legislation.
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| 01/30/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Trying to access my loan for payment information and access to account, however system says my sign on info is invalid, even though it was not, but when I try to access log in help option, the system says they can not locate my loan/account number or information even though I receive paper statements with my account nbr on it. I also provided information by name, XXXX and ssn, as another option in locating my account information, and I receive the same response that they can not locate my account. Tried multiple times over the last year to call, never receiving anyone from customer service to answer. Sometimes I am on hold up to XXXX hours with nothing but a recording saying all customer service representatives are busy and to continue to hold, go online to make changes or choose the option to have them call you back ... ALL options given do not work. I've seen a large amount of complaints on their XXXX page with the same complaints dating back from 2014. It is IMPOSSIBLE to make contact with anyone to resolve these issues. Same complaints about people not being able to log in, or they can not locate the account number, or no one can make phone contact, or they are on hold 2-4 hours hoping to make contact with an actual person.
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| 07/27/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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Citizens Bank will re-open checking accounts if a deposit is made by accident, and then charge fees associated with the account. This is done after customer requests account closure, and re-opening does not require Citizens to notify the customer- although frankly the account should just stay closed.
I requested my checking account be closed with Citizens Bank on XX/XX/2022. On XX/XX/2022 a direct deposit was made to the account due to a tax refund from XXXX. This automatically re-opened the account ( 2 months later! ) and since then 7 fees have been assessed ( only other transactions on the account ) for {$9.00} each, cumulating in nearly {$70.00} in fees.
On XX/XX/XXXX, I am attempting to re-zero the account again, and then will have to call again to request closure, or fees will continue to be assessed. They will not or can not close the account in a way that prevents future transactions from automatically re-opening the account. They claim this is the terms and services of the account, but it is abusive in that the thing that happens automatically is that Citizens recieves deposits, processes charges, and collects fees, but what can't happen automatically, or even at customers request is to prevent future transactions.
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| 07/24/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I had a checking account with Citizens bank where I transferred XXXX XXXX XXXX from another account. Everything was going well then {$10.00} - XXXX was deposited into my account. These were funds from XXXX XXXX during the pandemic. I immediately called the bank to report this deposit because it was not mine and I didn't request anything from XXXX XXXX. The bank immediately restricted/closed my account and started an investigation. I called the bank days later seeing what was happening. I was told it was under investigation and I had to wait till the investigation was done. After XXXX - XXXX weeks go, I call again, the fraud was still under investigation. At the end of the month without and communication, I called the bank again. The bank said it was still under investigation and may conclude 60 - 90 days. After the 90 days was up, I called that the investigation is ongoing, I see the fraudulent funds were send back from an account statement, my funds that I added were still in the account with management fees ( {$9.00} ) being taken out each month and told it may take 6 months to a year to resolve. It's just about 3 years, my account is closed, my money is still in there with fees being taken out and still under investigation.
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| 10/18/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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This bank charged me 7 fees because they " decide '' how and when to post your money and allocate funds. I deposited enough CASH ( which should be available instantly according to their XXXX ) to cover my overdraft charges. I figured since I covered them all that if I overdrafted again I would get ONE charge so I made one charge. Well they didn't post the cash and they didn't apply it and left everything pending and charged me 7 overdraft fees @ XXXX each because they did the overdraft fees in batches ( one at 4 OD fees @ XXXX and then another for 3 for {$100.00} ) even though I had enough cash to in there to cover everything but ONE. They did refund four but refuse to refund two more and I refuse to pay the {$170.00} I owe them now, I told them I would accept ONE OD fee for {$35.00} and pay {$100.00} or whatever it comes out to be from my one XXXX dollar charge but they said since they waived 4 they wont waive any more then tried to upsell me a account with maintenance fees. I REFUSE TO PAY THIS BANK ONE CENT, I WANT THE ACCOUNT CLOSED and at this point i will ONLY pay the amount I owe without *ANY* fees attached or I won't pay one cent at all and they can keep tacking fees on while the account is stagnet until they close it
|
| 01/28/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
I recently had to travel out of the country for work. Potentially that triggered some sort of check, because I was then locked out of my online Citizens account ( despite two factor authentication, etc set up ). I tried calling to remedy the situation while abroad, however despite trying multiple times over several weeks and waiting XXXX, XXXX minutes or longer, I would end up getting disconnected rather than speaking to anyone.
Shortly after ( within two weeks and before I could return to the US ), I was sent an letter saying my account has been closed without explanation. Note I never received any other contact from the bank regarding why it was suddenly shut down, however the letter advised I call into customer service- even more unsuccessfully as my account and debit card numbers are not even recognised any longer. Meanwhile I am still getting marketing emails from Citizens.
Thus far I have not been able to speak to a person. The website only directs me to log into my online account ( which was never unlocked ). Nor is the chat function on the website operational. The only email address I can find listed on the website was for disputes, and when I reached out they only redirected me to the same customer service number.
|
| 08/01/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I went to Citizens Bank today in XXXX, Ohio. I asked them to close my account and I asked them to check if I was going to be able to keep the promotion. The teller then asked her manager. When the manager came back up to the window, she said that she was not sure. I asked her if she would be able to find out, expressing some confusion on why she would know the answer to such a basic question. In fact, I already knew I would be able to keep the promotion but I wanted to hear them say it so that there was no confusion. I was then asked to leave because I was being rude. I told them that this is XXXX because I did not swear them and I did not yell at them. I was a little irritated but this was because they were lying to me about not knowing or did not have the basic competence that even bank consumers have. I was very polite to them. And they started yelling at me. I felt humiliated when they handed me my driver 's license to them. I politely left and I went to the bank in XXXX where I was able to very easily close the account. Please ask them in XXXX if I was rude. I was not rude and they readily knew the answer to my question. What XXXX branch manager did not like about me was the XXXX of my skin. That is all she knew about me.
|
| 09/06/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
Complaint regarding : XXXX XXXX XXXX, XXXX MA.
I owned my first home when I was 25, and owned it for 13 years. I thought that selling it, just like buying it, would be a nervous, exciting and joyful moment that I would treasure forever. The XXXX XXXX XXXX XXXXXXXX XXXX MA. made my experience horrible, unforgettable, frustrating and stressful. Not only did they display unprofessionalism by giving us unrealistic timeframes and closing dates, but they were not transparent in their information sharing.
Throughout the whole process my realtor had to demand answers. At times reaching out to multiple partners involved in the situation. Thankfully, they were able to get their affairs in order and we did not have to start the process over with a new buyer, but I was willing to do so because they were not taking us seriously and were uncaring about our situation.
If you want a positive customer experience, a bank that offers you transparency and peace of mind when youre buying or selling a home do not do business with the XXXX XXXX XXXX XXXX XXXX MA. Although the memory of selling my house will forever be tarnished, I thank XXXX for a great realtor that fought to get answers and provided full transparency regarding the situation.
|
| 11/18/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
XXXX I need your assistance I attempted to withdraw {$500.00} from the ATM at XXXX XXXX in XXXX in XXXX the ATM went thru with the function however No money was dispense..I had the 2 Managers in charge of the ATM run the Surveillance Cameras and they confirmed No money was dispense to me so for peace of mind they had the Technician open the ATM and showed when the Transaction was declined. I checked my account online and my money was taken out. The next day I went to a Citizen 's Bank spoke to the banker who requested my money return I got it on my account within a few days. In XXXX I received a letter from Citizens Bank that they taking back the money and they took the money back I went to Citizens Bank where another Banker name XXXX called the investigator advised her he saw the proof that I didn't get the money from the ATM she said she would send a link so I could forward her the proof. She never sent the linked but instead denied the case or claim..I need my money I am stressed out I have had 2 deaths to deal with in my family within the last 3 months I have to pay bills because of this .I need my money please help me I am sending my proof if you should need anything more please contact me by email .... XXXX XXXX XXXX...
|
| 06/18/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
I opened a non-resident account with XXXX XXXX through their international banking center using my XXXX address and phone number. The account worked fine. Then XXXX sold their retail bank to XXXX and failed to inform in time that XXXX is not an international bank and that I won't be able to access my accounts without a US phone number or download the XXXX banking app outside of the XXXX. I therefore haven't had access to my money since XXXX XXXX, when the accounts were migrated. XXXX has violated my Terms of banking which I signed with XXXX which clearly stated that this was an international bank account.
I found a legal counsel who was meant to resolve this situation for me. She went to a XXXX branch and ask them for their power of attorney template and they told her that both of us have to be present at the branch, which is impossible as I am in the XXXX.
I then as a last resort tried to use friend 's XXXX phone number to gain access to my account, move my money away and close it, but XXXX refused to do that because the phone number wasn't in my name.
Since XXXX I have spent several hours on the phone with them and they were not helpful at all. I am therefore stuck with a my money in the XXXX without any access to it.
|
| 10/23/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
There was an unauthorized personal loan which was taken out in my name with Citizen 's Bank in XX/XX/2019. I did not know about this loan until XX/XX/2019 when I received a letter stating that they have not received payment for this loan. I explained to them that I have not authorized this loan and did not received any monies from Citizen 's Bank. I fill out all of the paperwork requested of me by Citizen 's Bank, I had a police report file as well as the letter from my bank stating that no money from Citizen 's Bank was deposited into any of my accounts and was sent to Citizen 's Bank Fraud Department. I also put a freeze on my accounts at all of the 3 credit reporting bureaus and filed disputes which each of them. After dealing with Citizen 's Bank Fraud Department, I only receive letter stated that they are denying my claim. No reason or documentation was provided regarding the denial. I'm having a difficult time contacting them as they do not answer their phone number. I continue to send them faxes providing documentation showing that I did not authorize this loan. No response from Citizen 's Bank, accept for a pre-printed denial letter generation. Please help me to clear up with situation with Citizen 's Bank. Thank you.
|
| 10/20/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Credit monitoring or identity theft protection services
- Didn't receive services that were advertised
|
|
Web |
|
|
There was an unauthorized personal loan which was taken out in my name with Citizen 's Bank in XX/XX/2019. I did not know about this loan until XX/XX/2019 when I received a letter stating that they have not received payment for this loan. I explained to them that I have not authorized this loan and did not received any monies from Citizen 's Bank. I fill out all of the paperwork requested of me by Citizen 's Bank, I had a police report file as well as the letter from my bank stating that no money from Citizen 's Bank was deposited into any of my accounts and was sent to Citizen 's Bank Fraud Department. I also put a freeze on my accounts at all of the 3 credit reporting bureaus and filed disputes which each of them. After dealing with Citizen 's Bank Fraud Department, I only receive letter stated that they are denying my claim. No reason or documentation was provided regarding the denial. I'm having a difficult time contacting them as they do not answer their phone number. I continue to send them faxes providing documentation showing that I did not authorize this loan. No response from Citizen 's Bank, accept for a pre-printed denial letter generation. Please help me to clear up with situation with Citizen 's Bank. Thank you.
|
| 05/19/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
I went to XXXX XXXX on XX/XX/2019 for auto purchase and explored options for Auto Loan. They asked me to give my social security number for best rate, which I gave ( and any normal person will also give ).
Between XX/XX/XXXX ( Friday ) and XX/XX/XXXX ( Monday ), I recieved 11 hard enquiries on my credit report by banks. Moreover there multiple banks ( Citizens Bank, XXXX XXXX XXXX ) who made multiple hard enquiries for same reason within span of 1 working day.
My whole credit history was screwed up by them.
I spoke to Citizens Bank, they refused to me to remove any enquiry ( though both were made within 1 business day ) and asked me to speak to XXXX.
I further called up XXXX and they informed that XXXX XXXX can make even hundreds of enquiry on any bank multiple times and there is no obligation to stop them. I have recordings of my conversation and can provide them to authorities if required.
I feel I have been badly deceived by Citizens Bank, XXXX XXXX XXXX ( for multiple enquiries for same reason ), XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX and XXXX ( for making hard enquiries with explicit approval from me ) and XXXX for not hiding wrong doing by them and not removing incorrect, duplicate and unknown hard enquiries ).
|
| 05/26/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
In XX/XX/XXXX and XX/XX/2015, I ordered XXXX items using my Citizens Bank debit card. The first was from XXXX XXXX for {$910.00} and the second was from XXXX for {$130.00}. Both of these items are being refunded to my debit card. However, I closed my Citizens bank account ~ 2 weeks ago and thus can not access the original card nor the account to which the funds will be returned.
At this point, I have confirmation that the {$910.00} refund has already been processed and a confirmation that the {$130.00} refund is in the works.
When I spoke to both companies, both said the same thing - that banks have procedures in place for these instances and can cut me a check. However, when I called Citizens Bank, I was told that " It 's really difficult to get that money now '' and then bounced around from representative to representative for several hours. I am now on my 3rd call with them today ( As I am writing this, the call just passed 1 hour and 55 minutes on hold ). So far no one at Citizens has been able to tell me when / how the funds will be returned to me. Instead, they have simply bounced me around from department to department and disconnected the call multiple times. This seems more like a stall tactic than anything else.
|
| 01/01/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Fee problem
|
|
Web |
|
|
For more than fifteen years, I have had a municipal bond account with Citizens Bank in XXXX, Rhode Island. Several years ago all my bonds matured and I had approximately {$40000.00} sitting in an account. I met with a Citizens representative at the XXXX branch office and discussed new municipal bond purchases. I questioned the representative about fees that he would receive, He explained his commission. I bought {$40000.00} of new municipal bonds.
Several years passed.
XX/XX/XXXX, 2017 I received a letter from Citizens informing me there was a {$75.00} annual fee for managing my account. If I did n't pay, they informed me, they would withdraw the money from my account.
I called the information number. They told me the fee had previously been charged only to accounts under {$10000.00}, but it had been changed to under {$50000.00}. The person told me I could complain to a second phone number.
I called the second number and left a message/ They returned my call and left me a message with the same information.
The {$75.00} fee amounts to theft. They sold me a product for a price, and I bought it. Then they changed the price, siphoning off {$75.00} a year for the life of the bonds, reducing the value of the product I bought.
|
| 12/01/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Credit decision / Underwriting
|
|
Web |
|
|
I am the XXXX XXXX for the XXXX of XXXX XXXX. A resident, XXXX XXXX, came to see me regarding an issue he is having refinancing a home equity line he opened last year with Charter One/Citizens Bank. At the time of opening the line, the property XXXX XXXX owns at XXXX XXXX XXXX in XXXX XXXX had no mortgage. XXXX XXXX obtained a home equity line for {$75000.00} based upon Citizens ' appraisal of his home which came in at {$94000.00}. This year, XXXX XXXX attempted to refinance this adjustable rate loan into a fixed rate mortgage, but was denied by XXXX based on their appraised value of {$44000.00}. We have opened a separate complaint against XXXX based on this appraisal, which we feel is low for the condition of the property, however, another concern has arisen during our analysis of comparable sales. It appears that the Citizens appraisal was over-inflated and not supported by area comps. This led to XXXX XXXX being granted a loan that he can not refinance into a fixed rate mortgage because he can not get an appraisal to justify it. One comp used in the Citizens appraisal was for a property outside of the city, and another was for a parcel with very different characteristics. A detailed analysis of our findings is attached.
|
| 11/04/2016 |
Yes |
- Money transfers
- International money transfer
|
- Money was not available when promised
|
|
Web |
|
|
Dear Sir/Mam, I am writing to you in regards for an issue involving the wire transfer of {$2000.00} to my Beneficiary 's account who holds an account with the XXXX bank located at XXXX, XXXX branch.
I hold an account with Citizens Bank located at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, MA, USA. Since two months were over and as the money transferred from my account to the beneficiary 's account was never credited to his account under the specified period of time ( reason still unknown ), I had to recall the wire transfer with the help of Citizens Bank back to my account but neither the money has been credited back to my account.
Upon further searching, I was told by Citizens Bank that the XXXX Bank had already sent the wire transfer money to XXXX and XXXX XXXX XXXX who acts as an intermediary bank in regards to the Citizens Bank has been waiting for XXXX to respond to them in this issue. ( as informed by Citizens Bank official ) I would really appreciate and would be highly obliged if you could help me resolve this issue as soon as possible just because being a recent graduate, the amount of {$2000.00} means a lot to me and the issue has taken a way longer than normal which in itself has been very stressful!
Thank you!
|
| 10/30/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
The bank reported a deliquent account which they were supposed to close. I went into the bank to close all accounts and paid to have the accounts closed. Before leaving the bank I was told that all accounts were closed. However, I received a 30 day delinquent notice on the credit line which was supposed to be closed. I worked with their team to discover what caused the issue and learned that the staff did not know how to navigate and properly close the accounts. They acknowledged their error, with their credit team ( on the phone line, i walked to the bank with the bank 's credit person on the line ) on the line and and was told that they would resolve the issue. This was over a year ago and I'm still trying to get help to resolve the issue. I've contacted credit buearus, multiple contacts at Citizens and have missed work trying to resolve this. Although I received letters from the bank stating that they would remove the delinquent marks, they continue to report the account as having been past due XXXX and XXXX days. It's been a vicious cycle and I'm tried to resolve this amicably but have had no success. The issues has also delayed me from move forward with other personal matters such as relocation and job advancement.
|
| 01/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On or about XX/XX/XXXX, I made a mobile deposit into my checking account. The mobile deposit application said it would be made available on XX/XX/XXXX. I contacted Citizens Bank on XX/XX/XXXX since the deposit was unavailable on XX/XX/XXXX. I received a letter on XX/XX/XXXX outlining that the deposit will not be made available until XX/XX/XXXX because the bank believes the bank will not honor it. I contacted the bank again on XX/XX/XXXX and I had spoken with the supervisor, XXXX. I explained to XXXX my grandson asked me to deposit XXXX check for {$580.00} into my checking account. She asked me how old was my grandson and that he should have gone into a bank to cash it. I told her that Citizens bank offers mobile deposits. I asked her what makes the bank determine if a check will not be honored. She could not give me an answer and advised me to contact XXXX to ask the government why Citizens bank will not honor the check. I asked her if could she cancel the check so I can cash it in person. She said no because I will be getting two deposits. I said you told me that the check will not be honored. XXXX had no right to ask me how old was my grandson and that I should have gone into a bank. XXXX appears to make up her policy.
|
| 12/08/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
My wife was duped by a person on phone who claimed to work for XXXX because she had been fraudulently charged a subscription of {$16.00} and the scammer ended up asking her to send XXXXXXXX XXXX by XXXX XXXX to our daughter and asked the daughter to send the same {$4900.00} to fake account. On XX/XX/23, we share a joint account at Citizen Bank with my wife and saw her holding the card talking to someone I became suspicious opened the account on phone and saw Pending {$4900.00}. I called Citizens Bank immediately to notify them So as to halt payment. XXXX the person I spoke with promised to expedite the investigation and that I would hear from XXXX Department within 3 business days. Three days after I called and talked to another Agent gave him my reference number XXXX of XX/XX/23, still payment of {$4900.00} was still pending in which case my so called Citizen Bank had the time to Stop payment. Ten days after ( XXXX I called Citizen Bank for follow up of my case ( XXXX ) in the amount of {$4900.00}. This is when the Agent told me that I should wait for the letter in the mail regarding final status. When I pressed him further he asked me to hold on and he looks for details, and this when he stated that the Bank ( Citizen
|
| 10/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
|
|
Our homeowner 's insurance carrier declined to renew our coverage after we tried to use it ( we had made 2 claims ), so we obtained new homeowner 's insurance through XXXX XXXX, by XXXX. Our insurance is paid by our mortgage servicer, Citizens.
On XX/XX/XXXX, I used the tool available through the homeowner 's insurance website to send proof of the new insurance coverage to our mortgage servicer. I received an email confirming that the proof would be sent to the appropriate email address, XXXX.
I did not receive any other communication regarding the insurance from Citizens.
On XX/XX/XXXX I received two letters. First, I received a letter from Citizens, dated XX/XX/XXXX, a " second and final notice '' which says they have not received proof of my homeowner 's insurance coverage. Second, I also received a letter from a debt collector regarding an unpaid debt owed to XXXX XXXX XXXX of New York.
My mortgage servicer failed to timely pay my homeowner 's insurance premium, even though the information was submitted to them in the manner they requested, and then they failed to inform me in a timely manner that the information had not been received- I didn't find out until the same day I was contacted by a debt collector.
|
| 08/21/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Denied request to lower payments
|
|
Web |
|
|
I was referred to a person by my friend, XXXX XXXX, who lives in Michigan, XXXX. The person he referred to me identified me as " XXXX XXXX, '' an employee of XXXX XXXX in California, company file # XXXX. I was told that this person would make my payments and I would only have to pay back 50 % of the total amount to the financial institutions. A few payments were made to my bank accounts and loan accounts such as XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens Bank, and XXXX XXXX XXXX. The payments were made and the total amount was brought to " Paid off ''. I even called the financial institutions to confirm the payments were received and I owed no money. I got the confirmation number and everything I could to keep myself on the safe side. And after that, I made the payments to the XXXX XXXX salesman, XXXX XXXX per his instruction by cashier checks. After a cycle of 15 days, a month, or one and a half months, the payments were reversed from my financial institutions. This is a fraud. Citizens Bank shouldn't allow reversing payments after it's been a month or two. This clearly means no one is safe because there is no guarantee of doing any sort of business with the Citizens Bank if they will just reverse the payments.
|
| 12/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My husband and I had our primary home mortgage through Citizens Bank with automatic payments including our escrow with taxes and home insurance. We refinanced on XX/XX/XXXX and the loan was paid off to Citizens. There was an extra monthly payment submitted in XXXX which has been returned to us since.
The escrow money has not been returned to us. When we called Citizens they told us the amount is XXXX XXXX My husband called on XXXX and was told the check will be resent. Our address has not changed and the extra monthly payment did find its way to us at the address they have in the system. I called again on XXXX because we hadn't gotten the check and Citizens confirmed that the check hadn't been cashed. They promised to send it overnight. I called again on XX/XX/XXXX because we still haven't gotten the check or any other communication from Citizens and I was told I would be called by the end of the day once they figured out if the check was Fedex-ed to us. I was not called or emailed.
Our loan number was XXXX. Meanwhile, we can't log on to the online portal because the loan has been paid off and the account deactivated.
Please help us get our money back as it is a significant amount and it has been close to 3 months.
|
| 07/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
Citizens Bank will not allow me to access my accounts, either through their web site or through their app. I have NO ACCESS AT ALL to my money. Their systems only ever respond " this account is inaccessible/'unavailable ''. I am unable to login or perform any management of my accounts. THIS NOT A PASSWORD PROBLEM. It is NOT a technical problem on my end. I have been a XXXX XXXX for 30 years, and I know what I'm doing. I have spent hours and hours on the phone with their technical support. I have tried EVERY POSSIBLE WAY to make sure the problem is not on my end. Their support people have freely admitted that this is a well-known problem that is affecting many of their customers. They claim it is due to " updates '' they are doing to their systems, but refuse to give even a rough estimate of when the problem will be fixed. This has been happening for MONTHS. They are breaching their contract with me. This is critically affecting my finances, especially since one of the accounts is a large loan which I desperately need access to. I have worked endlessly with them to get this resolved, but they haven't, and show no signs of caring about the issue. Please do whatever yiu can to resolve this.
XXXX XXXX XXXX XXXX XXXX XXXX
|
| 10/26/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American |
|
I called bank to check on balance and was concerned as the amount was less than it should be, the next day I called and my account was over draft. The bank informed me of transactions I was unaware of from my ATM card they suggested to get a new card and so I did this time they did not provide a claim numbe.
The nex day I clled again and now the over draft was larger and I agin stated it was not me as I keep track of my transactions as I am trying to save some funds towards the future. This time I recieved a claims number. They issued another card. I chekced again and the amount had increased for the over draft and was told that the card was used and I became concerned as I had yet to activate the card. The bank said they would put a hold on the card. I was issued another card and when I called the bank it had been used again. It was a new card and it was yet to be activated!! the bank suggested that I closed the account and restart new. I can not close as my account is overdrafted. they issued another card I did not activate it .... the new card was used the over drft was less than two hundred it is now almost three hundred. I have threee new cards and have activated no cards but someone is still using my ATM cards!!
|
| 02/27/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with the interest rate
|
|
Web |
Older American |
|
We purchased a brand new XXXX XXXX XXXX XXXX on XX/XX/XXXX. The loan agreement was for 240 months ending on XX/XX/XXXX. We had noticed that what we owed wasn't going to be paid off by the completion date. Throughout the life of the loan we deferred 3 payments that we knew of to the end of the loan. I do not have the years or dates this occurred but we knew we would paying longer that 240 months. In XXXX we received a statement with a payment amount of {$15000.00}. We paid the normal payment of {$620.00} and attempted to find out why we owed so much when we had fulfilled the loan payments. In XXXX of XXXX we received a delinquent notice for an amount of {$15000.00} requiring payment within 10 days or we would be turned into collections. On XX/XX/XXXX we called and made a payment of {$15000.00}. A few days later I called requesting information why we owed so much extra money. They told me that we deferred 3 payments in the life of the loan and the extra was for the interest for those deferred payments. I requested an amortization schedule for the life of the load and the dates of the deferred payments and the interest rates charged. They have never sent me anything and if you call they put you on hold and never pick up.
|
| 01/21/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
I have been a customer at Citizens Bank for more than 4 years.
Over the past two years, my accounts have been frozen without any notice or explanation and I believe this has been targeted towards me based on my nationality.
The branch manager where I opened the account personally supervised the last hold on my account ( XX/XX/2019 ) and was asking for documents to prove my legal status in the United States. They held my college tuition and caused me great distress. I asked about the nature of the investigation three times, and every time I was ignored. This year around the same time, there was another hold put on my account, and my credit card payments which are auto-pays were returned by the bank. I still do not have access to my account and I can not transfer any funds. I have been in touch with every representative from customer support to the office of the chairman at this financial group for two months and there has been no action regarding the matter. I was given this number ( XXXX XXXX XXXX ) to resolve the issue. After speaking to XXXX, and being promised full access to my accounts and a call back regarding the reason for the holds two months ago, I still can not access my accounts or even withdraw the funds.
|
| 10/02/2020 |
Yes |
- Debt collection
- Private student loan debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
|
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CHARTER ONE/FM has been falsifying records. I opened the account XX/XX/XXXX, and I missed my first payment on XX/XX/XXXX. Charter one has been reporting the wrong dates and numbers to the credit bureaus. They report that I made 3 payments in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, but they are unable to show evidence of this or account for this. They also report the collection on XX/XX/XXXX, and they recently put a charge of on my account on XX/XX/XXXX. This is concerning because there has not been any activity on this account for the past 7 years, and now they are attacking me for an account that they have written off. Lastly, it has been past the statute of limitation for this account. This resent attack on my credit on XX/XX/XXXX shows malice. Please help resolve whatever is going on with this account.
They sent me a letter agreeing that XX/XX/XXXX was my first delinquency. They also state in the letter attached that the account was already charged off in XXXX. This letter is attached to this email. They continue to report falsehoods to the credit bureaus ( XXXX ), even though they know and have admitted the truth as seen on the attachment. They reported these inaccuracies in XX/XX/XXXX and continue to harass me.
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| 01/18/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Good Morning, I have a complaint about my former second mortgage bank, Charter One, NA : Act. XXXX was discharged by Chapter XXXX bankruptcy proceedings in the XXXX district of Michigan Bankruptcy Court, Petition No. XXXX, listed in Schedule D for secured loans. The house was appraised and found to be under water at that time. Court Register of actions shows that no other order was entered that addressed charter One 's mortgage. The debt was discharged. Upon attempt in to refinance my home, per divorce order to remove my ex-husband 's name, Charter One, bankruptcy department refused to strip lien, subordinate loan, and asked for payments. Manager, 'XXXX , ' is now claiming XXXX is due the original amount was XXXX. She refused to put any request in writing. Myself, my mortgage broker from XXXX XXXX XXXX XXXX, and a lawyer who no longer represents me contacted her via phone, mail, and email during XX/XX/2018 to present. She confirmed the loan was charged off. I demand Charter One strip the lien from my title, with no money owed as it is a charge off, as soon as possible. I would like them to email or send me supporting documents that this was done. XXXX XXXX XXXX XXXX, XXXX XXXX, mi XXXX thank you, XXXX XXXX XXXX XXXX
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| 07/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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RE : Citizens Bank All paperwork had been filed and initial discloser issued XX/XX/2021.
Pre approval was provided, a commitment was made XX/XX/2021. It took over 45 days to be engaged by their independent appraiser. the appraiser within close to a week provided an appraisal on XX/XX/2021. XXXX XXXX reached out to complete some paper work on XX/XX/2021 and the required information was provided that day.
I have reached out several times with no response to everyone that had communicated with at Citizens. I reached out several time again. XXXX XXXX is now the XXXX XXXX contact of who I tried contacting, but no response again. A month after being notified that XXXX XXXX was the new contact, I received one email stating he was " looking into it ''. I finally reached him by phone and there was no examination other than having to review my credit score ( NOW 6 MONTHS LATER ) and they weren't processing any refinances.
I do not know what to do. I was setting up a refinance for lower monthly payments, lower interest and relief from the pandemic financial hit.
I'd like to use another bank, but Ive paid for the appraisal and exhausted a lot of time.
Please assit me in finding a resolution.
Thank you.
XXXX XXXX XXXX
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| 03/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Incorrect information on your report
- Account status incorrect
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Web |
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We were approved for pandemic related forbearance on our mortgage in Spring XXXX. In XXXX of XXXX we extended our forbearance through XXXX of XXXX. In XXXX we decided to pay the balance that accrued during forbearance and became current on our loan with no past due amount.
While still in forbearance, we paid the approximately {$15000.00} outstanding amount and then requested that the forbearance be removed from our account. Despite all of these measures Citizens reported us delinquent and XXXX past due amounts now show on record with all 3 credit agencies.
Citizens has provided us with a poorly worded letter acknowledging their mistake but with vague and incomplete timelines that risk further confusion and delayed resolution. And, the burden is on us to correct via dispute with each of the agencies.
Citizens made this mistake. Citizens should directly reach the credit agencies to fix it and definitively tell them that we were never delinquent on our account.
My credit score dropped from XXXX because of their error. As a small business owner during a pandemic this risks the financial security of my family and my employees. I am requesting that Citizens do everything possible to fix this mistake as fast as possible.
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| 10/24/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
Older American |
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Payment for a paper check for {$100.00} was debited twice from my Citizens Bank account.
The first debit on XX/XX/2019 was an electronic transaction with description : Preauthorized Debit # XXXX Check # XXXX XXXX XXXX The second ( the duplicate ) debit on XX/XX/XXXX was a traditional payment for the paper check with description " check XXXX '' and a full image of the check.
Although both debit transactions were correctly coded with the check number, account number and amount, Citizens failed to detect the duplicate debit or flag it as suspicious.
After I reported the problem, Citizens researched the issue and issued a credit about three weeks later.
If this amount had been substantial and I was a person of more modest means, my cash cusion could have been wiped out and various fees assessed.
Banks should not be permitted to place the burdon on their checking account customers to find and report erroneous duplicate debits when their systems could easily flag the suspicious transaction. Citizens failure to do this implies an intent to collect improper fees from customers who fail to identify the bank 's error.
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| 12/20/2018 |
Yes |
- Checking or savings account
- Savings account
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- Opening an account
- Unable to open an account
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Web |
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Applied for a new account on XX/XX/18. I received an e-mail stating that the bank would not be able to open the account and was advised to call in. I called and was given an OFAC disclosure and told to wait 2-3 business days so that the bank could review to determine whether it was a false positive.
I received an e-mail this morning ( XX/XX/18 ) again stating that my request for a new account could not be fulfilled and similarly advised to call in. I called and again was given the OFAC disclosure. When I told the representative that I had previously called and had already waited the 2-3 business days, he confirmed with his floor supervisor that the account couldn't be opened. I requested to speak to a supervisor and did so. I informed the supervisor that I am not on the OFAC list, but was informed that there was nothing that she could do since the application was tagged as a possible OFAC. I asked what the escalation process was and she informed me that there was none since I don't yet have an open account.
The CFPB may be interested in researching the inability of this firm to escalate complaints and/or issues associated with the account opening process, particularly for denied applicants.
Application ID : XXXX
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| 01/22/2018 |
Yes |
- Student loan
- Private student loan
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- Dealing with your lender or servicer
- Problem with customer service
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Web |
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We are co-signors for a loan my son, XXXX XXXX had. Apparently, he stopped paying his loan in XX/XX/XXXX when the collection attorney assigned by Citizen 's Bank no longer used this attorney. We acknowledge he should have called the bank and resumed paying his loan. The problem is that we, as co-signors of the loan were never advised. On XX/XX/XXXX, we noted that {$10000.00} was removed from our checking ( {$3000.00} ), savings ( {$5500.00} ) and my other son 's checking account ( {$2000.00} ) without any notice. We received a letter from the bank, dated XX/XX/XXXX but not received until XX/XX/XXXX that they were doing this. Had we known of the non-payment issue, we could have worked with my son and the bank to resume the payments and to pay towards the outstanding. When we called the bank, they said they were within their rights to do this. I disagree as the XX/XX/XXXX bank form they sent ( we have been members of the bank since XX/XX/XXXX ) showed they could apply setoffs, but they never advised us there was a dispute. This is creating a hardship to be able to pay bills and replenish my other son 's account ( which was his savings to begin paying his loan once he graduates from college ) from my retirement savings.
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| 12/05/2023 |
Yes |
- Checking or savings account
- Checking account
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- Opening an account
- Account opened without my consent or knowledge
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Web |
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My husband received an email from a financial institution with whom we have an account asking for him to contact them on XX/XX/23. We called on XX/XX/23 and learned that someone had tried to withdraw {$1000.00} from this account to an account under my name from Citizens Bank. I do not have any accounts from Citizens. We closed the account from the financial institution that the bad actor had tried to withdraw the money from.
Today I received a letter in the mail from Citizens Bank that confirmed that I ( not really me ) opted out of debit card overdraft coverage for ATM and everyday debit card transactions. It listed the last 4 numbers of my account on the letter and had a phone number for Citizens Bank to call with inquiries. I called and spoke with a fraud specialist. He was able to report the fraud and stop the debit card privileges. He said that the accounts were just opened last week and that there was a {$20.00} balance in 2 accounts with my personal information, including my email, home address, and SSN.
In addition, in my XXXX XXXX banking credit card app, there was a " dark web alert '' dated XX/XX/23 that said my email address was compromised and my passwaord was exposed. I have since changed my password.
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| 08/29/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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I sent for my credit repot & saw ir was low, so contacted XXXX, got the report and from there XXXX file # XXXX & 547 days later, the negative is NOT ME as I reported Identity/cyber theft how/why isn't it fixed after 547 days???
I called XXXX on Wednesday, XX/XX/2018 inquiring to the status and the lady filed yet another ( 4th ) dispute??? I followed every direction and I thought it would be corrected by now?!
I put fraud alerts on/with XXXX yet places i.e. XXXX XXXX still using my name? They l XXXX it seems did not provide other credit agencies that I am victim of cyber/identity theft so my credit is so low for my paying everything like a responsible person and no-one contacted me to ask if it is me taking out school loans when I paid mine off earning XXXX XXXX XXXX and paying it ...!
My HELOC is now over {$100000.00} and I did not use any $ $ yet XXXX put fraud alert and money was directly being withdrawn as agent there should be {$1000.00} in that account insttera I owe all of that and got a phone call saying I can eaxgtend my HELOC although XXXX said it was closed but could not tell me why over seven ( 7 ) years ago????? What is going on because XXXX 's just giving me the run-around and I want my {$10000.00}!!!
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| 04/20/2017 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Application, originator, mortgage broker
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Web |
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Dear Sir/Madam, This is the letter of complaint about a loan application through XXXX XXXX We applied for a loan at the end of XXXX to buy a condo unit in XXXX . Mortgage broker XXXX XXXX advised us to apply for the loan as a secondary home, and assured us from the beginning that our application will be approved. Trusting his assurance ; we paid initian fee and started the process. Projected closing date was the end of XXXX . We were asked for tremendous amount of paperwork and never given the guidance how to prepare it. We enrolled brokers ' supervisor but again without any support. We did not complete the process in time as our phone and emails/text messages never returned timely. Eventually, our application was denied and information was not given directly to us but to our real estate agent. The reason for the denial was that wrong type of loan was applied for. We were told that we should have applied for different type of loan from the beginning. With the fear of loosing our downpayment ; we ended up applying higher rate with higher points, which costed us XXXX $ extra money. If we were told the truth from the beginning and treated timely and professionally we would not go through this misery.
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| 09/13/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
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I called and spoke to a Citizens phone rep on XX/XX/XXXX about closing my account. As there was a balance over XXXX in the account, he advised that as there is a limit to how much you can transfer from the account every day ( very small amount ), he provided instructions on how to request to close by mail ( snail mail, can not be email/fax etc. ). The instructions were to send a Signed letter from me which included my Account Number, Dollar amount, Address, copy of Drivers Licence. I was told I would get a check in the mail with all my funds within 10 days. I provided all this on XX/XX/XXXX.
Today, XX/XX/XXXX ( almost a month later ) I recieved a letter signed by XXXX XXXX, Head of Checking, that I had not included a Notary Signature required on the letter.
Why was this requirement not provided to me on XX/XX/XXXX? I believe this is a deliberate attempt to delay closing my account and transferring funds to me. This is the 3rd time I am trying to close my account and move my funds. But as Citizens does not have a branch in California, I am unable to go to a branch. It is now ridiculous that I still do not have my funds which are sitting at Citizens bank earning no interest where I could earn 5 % at another bank.
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| 04/02/2021 |
Yes |
- Checking or savings account
- Other banking product or service
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- Opening an account
- Didn't receive terms that were advertised
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Web |
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Application ID XXXX Ckg Acct XXXX Savings Acct XXXX In XXXX XXXX, I applied for a Citizens Bank {$600.00} bonus offer consisting of {$300.00} for a checking account, {$200.00} for a savings and {$100.00} for opening both on the same day, which I did. All other requirements were also met. A few days after opening, I noticed the savings account wasn't showing online when I logged in. I called Citizens and was told there was some sort of glitch on their end and was assured it would be corrected and that the accounts would both show the same opening date.
Six months later I still have only received {$300.00} for the checking account. I was told I didn't qualify for the {$200.00} savings account bonus or the {$100.00} for opening both accounts at the same time because they showed the savings being opened later than the checking, contrary to what they told me in XXXX. Nevertheless, there is still no reason for the {$200.00} savings account bonus not being paid.
Per their terms, the full bonus should have been paid by XX/XX/XXXX. Numerous messages and phone calls to the bank have produced no results. I have attached documentation proving that all qualifying activities were met and the full bonus should have been paid.
|
| 07/06/2017 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
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- Opening an account
- Confusing or missing disclosures
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|
Web |
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XX/XX/XXXX - - letter to XXXX XXXX XXXX, CEO of Citizens Bank regarding offer of CD at 1.75 % and/or 1.50 % ... attempted to open CD as per the print advertising, but could not. ... ... XX/XX/XXXX - - spoke with a XXXX XXXX of Citizens Bank at XXXX XXXX who informed me that he would research the matter ... .The matter is that the offer as presented fails to mention that the customer needs to have {$25000.00}. on deposit with Citizens to get the premium CD yield ... XX/XX/XXXX -- wrote another letter to CEO XXXX XXXX pointing out the incompetence of his XXXX XXXX in resolving the situation ... XX/XX/XXXX -- a third letter to CEO XXXX stating that XXXX XXXX had offered me a CD at 1.25 %, but failed to relay that information to the branch ( XXXX ) staff where XXXX XXXX is the branch manager, and XXXX XXXX is also in a supervisory capacity .... XX/XX/XXXX -- I receive yet another advertising piece ( two in fact ) offering a CD, and again no mention of the absurd minimum to be maintained to avoid monthly charges.
A curt email was also sent to the CEO and the two local officials about the new marketing post cards .... THIS IS SIMPLY A BAIT AND SWITCH situation wherein the public is the victim
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| 07/04/2021 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Bounced checks or returned payments
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|
Web |
Servicemember |
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On Saturday XXXX XXXX at XXXX XXXX a Check was A check was deposited for {$2800.00} a receipt came out and said please contact your financial institution from the ATM machine in XXXX NY without any further explanation from Citizens Bank nor any other employees the check is missing and not credited properly to the account.
On XXXX XXXX : Then on XX/XX/2021, all of our utilities were do water bill electric bill Wi-Fi bill which is cable roughly $ XXXXWe pay all of are utilities in one package and now they are all late! {$75.00} late payment fee!
so far, it's XX/XX/2021 and the check is still not in the account we've been getting the runaround several phone calls have you even talked to the manager at the bank at XXXX Citizens Bank which is located just South of XXXX NY absolutely nobody 's done the darn thing!
My company name is XXXX XXXX XXXX edit My Profile Last logged in on XX/XX/2021 at XXXX XXXX
Made another Phone call on XXXX XXXX and they said sorry we can not do a thong!
statements Unavailable Please be aware we are currently experiencing technical difficulties with eStatements. Technology teams are working to recover services as quick as possible. We apologize for any inconvenience this may cause.
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| 10/14/2019 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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After recently placing my father into full time nursing care, I came across a CD deposited in The XXXX XXXX XXXX XXXX from when my sister and I were minors in the amount of {$26.00}, 700. My father and his brother ( my uncle ) were custodians on the account. My sister and I were never told about this account. The CD matured on XX/XX/1992. I presented the CD for payment in the successor bank, Citizens Bank on XXXX XXXX XXXX XXXX XXXX XXXX XXXX , a manager there was less than helpful and refused to discuss the account with me even though the account is clearly in my name. Citizens corporate reached out after I filed a complaint to the FDIC. XXXX, from the Office of the Chairman, has acted in what can only be described a a deceitful manner. She is claiming she is not receiving emails from me, and is unable to leave voice mails on my cell phones. I am a XXXX XXXX XXXX XXXX with 32 years of service. I rely on email and voice mail daily and I can assure you XXXX 's claims are preposterous. Citizens Bank corporate, specifically Office of the Chairman is impossible to reach by phone. I am encountering impossibly long wait times, routing and re-routing through jungles of robo-prompts and mysterious random disconnections.
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| 09/21/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I opened a checking account with Citizens Bank one month ago. It was a huge mistake. About a week later I wanted to begin online banking on the Citizens website. I was informed that I could not engage in online banking and to call this number ( XXXX ). After waiting on hold for 30 minutes and being directed to multiple people I was still unable to initiate online bill pay or access my funds. I called the customer service number again and no one was able to resolve the problem. The next week I decided to open an account at another bank b/c I was unable to access my money at Citizens and then transfer my money to the new bank and close my Citizens account . I again had to call the Citizens customer service number to initiate a transfer b/c the website would not let me transfer my money to my new account. It took multiple people telling me that they could not resolve this issue until finally someone was able to approve and initiate the transfer. Unfortunately a day later I received an email telling me that the transfer was CANCELLED and that I would have to call the customer service line again. I am not able to get help from anyone at Citizens through this customer service number and I am unable to access my money.
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| 11/01/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
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|
Web |
Older American |
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On XX/XX/22 I made a {$200.00} cash deposit at the Citizens Bank ATM machine located at the bank in XXXX, CT. The machine didn't give me a receipt. So I went into the bank and explained to the teller what happened. She told me that they were having trouble all day with receipts at the ATM all day. When she went to print me one the funds weren't showing on her computer. She then explained that the ATM is serviced by a third party and I'd have to wait till the following Thursday till they serviced it. For me not to worry because it video records everything, my face, the money going in, everything. So they will audit it and I will get my money. She said that now that she documented it, my account wouldn't overdrawn and they would take care of it.
It is now XX/XX/22 and I have made 5 calls to the branch manager. She keeps telling me she escalated the complaint and it's out of her hands. No one has contacted me to this date and my account is being charge everyday for being overdrawn with penalties.
I would like to note that there was nothing every written on the ATM or on the screen saying that the bank doesn't sevice that machine. It has Citizens Bank plastered all over it and its at the drive through of the bank.
|
| 12/04/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
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Web |
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Received pre approval on XX/XX/XXXX. Started full application on XX/XX/XXXX. I was charged {$470.00} for an appraisal on XX/XX/XXXX. As of this evening XX/XX/XXXX the appraisal has not been completed. Citizens bank is claiming that this is due to Dodd Frank and CFPB regulations. I believe this is very misleading and they are trying to blame government regulations on problems with their processes. At this point in the process because of the delays, I do not have the luxury of trying to find another financial institution. I find this unfair and deceptive with the tactics they are using. When I applied, This would have given them almost 80 days for the closing. As of tonight, with no appraisal completed, we now are at 33 days remaining. Again, they have already charged me, but blaming you for the delays. This loan needs to close by XX/XX/XXXX or I suffer severe financial consequences due to their negligence. This is by no means credit or income related. Both my wife and I have XXXX Fico scores, over 15 years each on the job, debt and income ratios all well within guidelines. In other words, we are the ones with perfect credit and income for a mortgage loan. We also are putting down about 35 % of the purchase price.
|
| 04/25/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
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|
Web |
Older American |
|
I had an equity line of credit with Citizens Bank of Rhode Island. This line of credit expired last week XX/XX/18. On XX/XX/18 I received a letter telling me to pay a {$180.00} " discharge fee ''. They further went on and said that if I don't pay this fee they will not close my account AND they will not release the lien on my house, even though I have a XXXX balance and I owed them nothing. ( see attached letter ).
I tried calling the " Customer Service '' number provided in this letter and its a joke. This number was strictly for making a payment. So I could not talk to a person regarding this situation.
Furthermore, the " discharge fee '' was not listed in our contract. They just popped that one on me. That is highly unethical. Reading complaints against Ciltilzens Bank there has been the same issue with other customers so this is an ongoing issue. Are they targeting Seniors because Seniors are less inclined to dispute this charge?
So, in essence, they did a paper version of " ransomware '' on me by trying to extort {$180.00} from me. At this point, I can not get another loan and I can not use my credit to get another loan. Like ransomware, I can not access and enjoy my intellectual property ( credit ).
|
| 09/12/2023 |
Yes |
|
- Struggling to pay mortgage
- Foreclosure
|
|
Web |
Servicemember |
|
All the documents pertaining to this file have been attached. Citizens unilaterally canceled a loan modification that was fully executed by both parties. They can provide no written notification to cancel the modification as required by their own Addendum to the Loan Modification entitled, 'Notice of No Oral Agreements. ' After a long drawn out back and forth, we agreed to restart the loan modification process with Citizens ' Loss Mitigation Department. The agreement is currently in process. Payments per the agreement have been made in a timely manner. As of today, Citizens has not canceled the Sale Date of the Foreclosure and it remains on the record as XX/XX/2023. We have contaced the Trustee and they informed us that on the date of sale that they would call Citizens to get information on whether they are postponing, canceling, or closing our file. As we have absolutely no trust that Citizens will do as they have agreed upon with us, I would like written confirmation that they are not going to sell our house on XX/XX/2023 while we are in process and following their requirements for the new loan modification. Nothing they have done to date gives us any faith that they are going to meet their own requirements.
|
| 11/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
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In XXXXXXXX XXXX XXXX I was aggressively pursued by a representative of Citizens Bank to apply for a home mortgage loan I didnt need. In XXXXXXXX XXXX XXXX I signed a contract of adhesion in a fast food diner. I received the loan proceeds at closing on XX/XX/XXXX and commenced timely repayment. Unfortunately, Citizens incorrectly processed my payments. That information was revealed to me by XXXX XXXX XXXX, a Citizens customer service manager. Citizens nevertheless reported me 60+ days delinquent for the months of XXXX, XXXX, and XXXX, for which I have e-mails from Citizens acknowledging receipt of my payment. Parenthetically, I am accused of being 180 days delinquent during a period of 153 days. The result is a loss of more than XXXX points from my otherwise impeccable credit score. I have tried countless times to resolve this with Citizens collections department. All I get is the runaround. Days ago I received a sheaf of hardly dispositive papers from Citizens purporting to demonstrate that I failed to make timely payments, when I have records of receipt for this entire year. If I am so abusive of credit, how did I get fast track loan approval from Citizens in the first place? Please help with this matter.
|
| 12/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
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I have wrote to your company a few times and the last time was in XXXX of this year. I send you all of my information bank statements showing you and Citizens One Bank the same thing. They kept asking for a extension but only to come up with a lie on record. I send. the proof in your files showing that they have a payment that they kept and did not applied it to my account but keep marking my account of being late. Your office told me that they can't make them respond because they did it once. I need help they have lied to you and made your office look like a joke. Who can I turn to to get some help. I was given a few numbers from your office but they can't help me because I'm not late on my payments or in Foreclosure. I have been dealing with this for years but now you have the proof in your files showing that they lied and don't care about me or your office. Please tell me who can I go to for help in addressing this on going problem. I wrote to their Chairmen of the Broad they said that they would look into it but you see what they send you. It looks like someone at the Bank is stealing funds and they don't want to address it.
Can you please direct me to someone or a company to can look into this matter.
|
| 08/05/2019 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
|
|
In XXXX, I set up a {$1500.00} burial account for my then XXXX-year old mother who lost her eyesight and had to move into a long term care facility, at Citizen 's Bank in a " green savings '' account. She also has a checking account there where her social security payments are directly deposited. I am the executor of my mother 's estate and was told when I set up the account that there would never be fees withdrawn from this {$1500.00} burial account.
I just noticed that on XX/XX/XXXX, a {$10.00} ( dormant account fee ) was withdrawn. I called Citizen 's and they told me that unless a deposit is made every month in the burial account then she will be charged $ XXXX/month going forward.
The government only allows my mother to hold {$1500.00} in this account which is purposed for funeral expenses. I was told that Citizen 's has now changed its policy and will withdraw $ 10/month from this account unless a deposit is made, and that I should know because it is in her paperwork. I can not move the {$1500.00} into her checking account while she is in long term care because the government will not allow her to exceed {$1500.00} in her account and she will be forced to turn it over to the long term care facility.
|
| 07/12/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
Citizens bank continues to charge me ridiculous funds when they hide transactions to purposely make your account go in the negative. On XXXX XXXX I received a XXXX nsf I hve screenshots that the transaction that came through left my account with XXXX cents. When speaking to XXXX from Executive office who could care less advised me I should not be using the app or online to confirm my balances This makes no sense its the 20th century! She tells me that I should be writing down my info whats the purpose of having these tools if they are not accurate. Citizens is charging me XXXX since they say I had a XXXX hold that was NOT reflected in my balance I am escalating this to the highest level as POSSIBLE and do not EVER want to be contacted by XXXX again I am currently looking for a new bank after reading so many reviews Citizens continues to do this to hard working consumers. I do not have funds to pay these fees! Transactions on hold disappear I monitor my account VERY closely and XXXX advises me track by writing things down because she does that 's a terrible reply to hear from someone supposedly in the Executive office this company could care less about there consumers and are out to get fees anyway they can!
|
| 08/17/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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In early XX/XX/2022, my husband & I received a promotion in the mail from Citizens offering {$300.00} to open a savings account and requiring three consecutive deposits of {$200.00} in order to receive the promotional deposit. I opened the account in XXXX, 2022 with a {$200.00} deposit and made two more subsequent deposits on or before the XXXX of XXXX and then again in XXXX. At that time I inquired of XXXX XXXX if the opening deposit counted toward the requirements of the promotion. She told me it did. XXXX kept the promotional card with the details and we were no longer able to read the requirements, so during the first week of XXXX, I spoke with XXXX by phone to inquire where our promotional {$300.00} deposit was and he assured me that we had fulfilled the requirements and that the promo payment would be deposited 30 days after our last deposit. We never got it. I followed up with XXXX in XXXX, who contacted Corporate and reported back to me that our opening deposit did not count. I believe this is a bait & switch maneuver and that the bank should never have misrepresented their requirements to us. In view of the fact they represented improperly, I believe they should be required to pay us as promised.
|
| 07/17/2022 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Received bad information about your loan
|
|
Web |
|
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On XX/XX/XXXX we went Citizens Bank XXXX XXXX XXXX XXXX MA XXXX with my daughter to collect information about student loan. The Bank associates name was XXXX who helped us that day. we asked about information on how to apply student loan and give us more information about loan, we made it very clear and said we were looking at other banks so we didnt want to apply today. XXXX took me and my daughter info and told us he would run soft inquiries to see if were qualified. We mentioned to XXXX, your citizens associate, again that we dont want hard inquiries because we are only collecting information. XXXX said no its not a hard inquiry, its a soft one. We left the bank and we had email alert that show citizens did hard inquiries on both of our credits. We never reviewed application and never gave citizens Bank consent to finalize behalf of us we contact citizens and no one has reached out to us. He also he put my daughters name incorrectly on the student loan application and applied behalf of us, very unprofessional and very illegal.
Can someone reach out to us and let us know is there any regulations and procedures citizens is following with best of my knowledge no one can use my so-called with my consent.
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| 12/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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|
Web |
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I have wrote to your company a few times and the last time was in XXXX of this year. I send you all of my information bank statements showing you and Citizens One Bank the same thing. They kept asking for a extension but only to come up with a lie on record. I send. the proof in your files showing that they have a payment that they kept and did not applied it to my account but keep marking my account of being late. Your office told me that they can't make them respond because they did it once. I need help they have lied to you and made your office look like a joke. Who can I turn to to get some help. I was given a few numbers from your office but they can't help me because I'm not late on my payments or in Foreclosure. I have been dealing with this for years but now you have the proof in your files showing that they lied and don't care about me or your office. Please tell me who can I go to for help in addressing this on going problem. I wrote to their XXXX XXXX XXXX XXXX they said that they would look into it but you see what they send you. It looks like someone at the Bank is stealing funds and they don't want to address it.
Can you please direct me to someone or a company to can look into this matter.
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| 06/02/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
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|
Web |
|
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On XX/XX/XXXX i refinanced and paid Citizens bank in full for my first mortgage and homeEQ account.
At that time The account was closed and i was unable to draw any money from this home equity account.
I noticed in the coming months that the home EQ account was still showing in my profile but i didn't think anything of it because it has XXXX balance and no interest was being charged.
I XX/XX/XXXX i received a notice that i needed to pay XXXX to close the account which i paid. XX/XX/XXXX In XX/XX/XXXX i get a notice that XXXX was charged to my account. I called to find out what is going on and after multiple days of being left on hold transferred to multiple departments i was told that they need flood insurance for this loan and the added a forced policy. I explained that the loan was paid and it has XXXX balance and i am unable to use the line of credit because it is closed. They told me they see the issue and will reverse the charges.
Now in XXXX i get a bill in the mail for interest on the XXXX and a request for another XXXX dollars to close the line. I have called and as i write this complaint i have been on hold and 1.5 HRS and talked to some one told them the issue and they disconnected me.
|
| 11/03/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
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|
Web |
|
|
I have, since early XX/XX/2023, asked Citizens Bank to terminate my bank account. I drew down the funds in the account to a XXXX balance, and requested that the account be closed. On two separate occasions, the bank has reopened the account due to an erroneous charge being made on the account. In both instances, I was charged an overdraft fee and a low balance fee. After multiple hours waiting after each instance, those fees were waived. I had to bring the balances back to XXXX, and request the account be closed for good. I asked them to waive the 60 day period, and they have refused. I asked them to backdate my account closure to the initial date requested to expedite the process of terminating the account, and they have refused. I have had to call them in the middle of the night during my honeymoon to get these charges waived, as they compound after five days. I have spent approximately XXXX hours on the phone and via their online chat feature attempting to close my account. As their hours of operation of their customer service line do not extend beyond or outside of normative business hours, this constitutes a meaningful loss of time at work for me, in addition to the significant frustration caused.
|
| 09/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
CItizens Bank incident started XX/XX/23.
Drove an hour to the nearest physical branch to deposit a US Treasury check around {$29000.00}. It's a government issued check so wanted to do it in person. Told I have to use their virtual assistant ATM. A bank employee assisted me however with using it, saw the check, and I deposited it in the system.
The receipt said the check may require verification, that's fine, instead my account was locked, my card deactivated, and my funds- all of my funds including what I had in the account - being frozen from me. It is a government check! I am not looking to cash it, I am depositing it.
They tell me it was in error however are holding all of my money XXXX and say it may be available in a week. I have bills to pay and have a daughter! I get holding the check funds until they are cleared- which according the the activity in the online banking portal they are cleared- but I still can't access any of the money I had in there before. I get paid tonight and I won't have access to that either!
I've been on hold with them talking to supervisors and others and they admit it's problem and they even tell me i should switch banks, which I CANT until I have money to do so!
|
| 06/22/2023 |
Yes |
- Mortgage
- Reverse mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
i've been out of work since XX/XX/XXXX due to laid off from XXXX i've had it 3xs and been struggling with health issues. i've been trying my best as a single mom of XXXX and trying to keep up with my bills but its been so hard for me i don't want to lose my home its all i have for little family i've been doing part time jobs and they dont last long or do i make enough im behind all my bills about to also lose my only vehicle i take my children to school and doctors when needed. i see my medical provider for my XXXX when its really high he puts me on medication to help me control it. my last job only was 5 months and now im laid off since XX/XX/XXXX im scared to lose everything when ive tired every single day to keep on going and look for work please help me i need really bad debt no matter how sick i fill every morning from stressing myself in pushing not to give up i push my self to try to have a better day. ive gone to community in action 2xs for help and all they tell me is that they dont have funds at the moment for me to try other agencies. so far im crossing my fingers and praying someone can help me i appreciate the time given.
thank you and god bless you all XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 04/13/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
After years of being a " good cutomer '' at Citizens Bank, they elected to terminate our business relationship. This included my wife 's business account ( a nonprofit ), her individual account, our joint account and a joint account with my son. This is done by sending a letter that looks like the rest of their junk mail and being given a week to clear my accounts. They said that the decision was permanent and final. They also said that they did not intend to give the reason. My credit scores are excellent and I have never been deliquent.They erased my bill paying functions and I have lost all records of recent transactions, including those they they decided to no honor.
My funds are now frozen. They offer no explanations.
This may be legal, but, certainly, not ethical.
I suspect that this was triggerred by my wife 's nonprofit organization ( XXXX XXXX XXXX ) works in XXXX where they help with the education of children orphaned by XXXX through microluans to the familis and by direct educational support ( XXXX ). Funds are periodically wired to XXXX. Nevertheless, the operations are quite transparent. If this is the case, then they are guilty of a sloppy investigation. So, it must be something else.
|
| 09/08/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
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I have received targeted promotion to open a checking and savings accounts with Citizens Bank NA ( attached ) and get {$300.00} bonus on both if I follow the rules which I did. See account transactions for reference. Since never got the bonus, I have contacted the bank and case was opened to investigate the issue ( see attached ). The reply was that I didn't qualify for bonus since I was withdrawing my direct deposits from my checking and checking account closes after 10 days if {$0.00} value. I get my salary every two weeks and if checking account is closing after 10 days of zero balance it makes it unreasonable.
Regardless of checking account promotion, I also never got my {$300.00} for savings account where I have tied up {$15000.00} for more than 3 months with virtually zero interest instead of getting market 4.3 % APR in other banks. There is no dispute that I followed all the terms of the offer for savings bonus, see all the transactions attached.
This dishonest behavior engineered to make people deposit and hold substantial amounts of money with 0 % interests rates while not providing them promised payout. I hope you can address this unethical and probably illegal way of conducting business.
|
| 08/18/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Unable to open an account
|
|
Web |
|
|
I have tried several times to open an online savings account with CitizensAccess.com, a subsidiary of Citizens Financial Group. The online application keeps getting denied. The account application request last was denied XX/XX/XXXX. I have never been provided a reason for why the account was denied. I believe that I am being unjustifiably denied an account, as I have always had exceptional credit ( XXXX score is currently XXXX ), and I have obtained a copy of my XXXX report and my personal information is correct and there is no negative reported information on it. I escalated the issue within CitizensAccess and spoke to a supervisor on XX/XX/XXXX, but was only told that " the bank has decided to end its relationship with me '', and that there was no further info that could be provided, or anything further that could be done to resolve. I asked what consumer reporting agency they use in order to make sure there are no errors, and the supervisor did not have that info to share. As referenced above, I have always had exceptional credit ( XXXX score is currently XXXX ), and I have obtained a copy of my XXXX report and my personal information is correct and there is no negative reported information on it.
|
| 07/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Citizens Bank bought my mortgage in early XXXX. My payments were fixed at {$3200.00} monthly paid automatically from my checking account. My escrow payments went up for real estate taxes and insurance. The company sent me a letter on XX/XX/XXXX saying the payments would go up automatically, or " If you'd like to pay the ENTIRE ( my emphasis ) escrow shortage/deficiency amount of {$1100.00} that's shown on your enclosed Annual Escrow Statement in one payment please mail us the coupon below along with your check. '' Which is what I did.
Below is a Note saying : " Even if you pay the full shortage amount, your loan payment may still increase if your property taxes and/or insurance premiums increase. '' Naturally, I didn't think it meant BOTH! My next payment was increased to {$3300.00}.
I have always paid my escrow increases to keep my payments level and avoid confusion, and have done it probably 15 times over the past XXXX years of home ownership. This is the first time I've seen this. It's very misleading, deceptive and there is no reason they shouldn't allow me to pay the full increase to keep payments the same. They make more money by splitting it, I'm sure ( otherwise, why force me to do it? ).
|
| 02/06/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I have a Citizens Bank checking and savings account for about two years. After a period of low usage, I submitted a request to the Bank to close the account. I thought the Bank have closed my account and stopped all Bank activities.
It turns out the Bank only close my savings not my checking account. Customer service claimed they could not close out my account because I have positive account balance of {$8.00}. I don't understand why they could not close the account and issue an {$8.00} refund check like a reputable and trustworthy financial institution.
In late XX/XX/XXXX, I was notified that my account has a negative {$7.00} balance due to inactivity fees from XX/XX/XXXX to XX/XX/XXXX. I emailed customer service but they refuse to do anything until the bank has a positive bank account balance. The Bank has implemented difficult and unnecessary process for consumers to close a bank account and as a result I was charged {$39.00} in fees. I have to follow via secure message, wait for a response and called the Bank twice but still get no resolution. The account should have been closed back in XX/XX/XXXX if the Bank was consumer friendly. Instead, as a result of my closure request, I am out {$39.00}.
|
| 12/12/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I was paid on XX/XX/19 by XXXX with a check from XXXX XXXX for XXXX. I mobile deposited the check on XX/XX/19 to my citizens bank account. The funds were released. Then on XX/XX/19 the check was deposited again by an unknown individual to XXXX XXXX. XXXX was charged twice, he said he opened a claim and that they took back my funds but not from XXXX XXXX and was unsure why. XXXX tried to open a duplicate check claim with XXXX XXXX and the FDIC was involved. They issued a temporary credit to my Citizens account but then took it back out. I was never explained why. I inquired with XXXX he said there is nothing more he can do. He stated that the person at XXXX XXXX still has his money. The individual who fradguaently cashed the check a second time. You can see that they never did a second signature on their mobile deposit, and that account is not one belonging to me with my name, so a second signature should have been required to process that. You can see a trail for checks deposited by me from XXXX The unknown individual at XXXX XXXX has no trail as this was fraud. They have the funds that are supposed to belong to me. I have reached out to all three banks and they all are saying to contact the other.
|
| 02/17/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
I requested forbearance on my loan for XXXX month 's back when Covid started in XX/XX/XXXX, as the month 's passed i was told my payments would be added to the end of the mortgage, which never happened. XX/XX/XXXX i was told i would be approved for a mortgage modificatio. I called every month with the story being that due to covid it was taking awhile. Finally XX/XX/XXXX they sent the documents to be signed for approval of loan modification and that my first payment would be due on XX/XX/XXXX. I have made every payment since and have called every month since and my account reflects that i am passed due. I've called twice every month with the story being they are still working on it. I have requested manages and supervisors and only XXXX ever did i a supervisor call to tell me they are working on it. Now we are in XX/XX/XXXX and my account has been brought back to be reviewed because noone has an answer as to what is going on with my account, I have lost the ability to lower my interest rate due to this mess. I am very upset, frustrated and feel hopeless with this mortgage company. This is a horrible company to deal with and I'm surprised they are still running with all the bad reviews and complaints
|
| 08/15/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
On XX/XX/XXXX I was scammed by someone pretending to be my bank ( XXXX XXXX ) into sending a wire transfer of {$18000.00} when i thought i was filing a claim to stop a fraudulent wire transfer.
Within XXXX hours I realized the scam/fraud and had worked with my bank to reclaim the wire transfer and change over all of my compromised accounts/ cards. My bank is claiming that they submitted to reclaim the wire as soon as they recognized it as fraud on XX/XX/XXXX but have not received any kind of response from the other bank ( Citizens bank ). They made the second attempt today, XX/XX/XXXX, to reclaim the wire and have not heard back. They are saying that they have to hear back and that Citizens will only allow the reclaim to go through if there is money in the account. How can it be allowed for Citizens to just sit on this and not do anything?
Its been 5 days since the initial wire. The money is probably gone since these people seem to know what they are doing. This delay in action or lack of process around stopping/ holding the wire transfer as soon as unauthorized transfer is noted is going to allow both XXXX XXXX and Citizens bank to get out of this with no positive resolution for the customer.
|
| 12/20/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
To whom it May concern ; My situation is that someone stole my identity and opened a credit card from Citizens Bank. I became aware of this on XX/XX/XXXX when I was preparing to make a loan to refinance my house and pay off other debts. This could not be possible since my credit is affected. After several frustrating efforts to solve this situation, I am still being charged and my credit situation worsens. Every month my credit is affected more and still the Citizens Identity Theft department has not contacted me.
I have been trying to contact the identity theft department since XXXX XXXX, 2021 at XXXX. Nobody ever responds to this number. I have called 12 times and left 9 messages, also three internal emails have been sent from the Fraud department and the credit card department.
I already filed a complaint with the police, I fill the information in the form they asked for and I still have not received a response from them.
I even contacted the chairman office of Citizens and file a complain # XXXX. I hope this e-mail can reach this department and resolve this problem. This situation is creating XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I hope to hear from them as soon as possible.
|
| 09/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
Our original mortgage for our property was with Franklin American Mortgage Company. They sold it to Citizens One Home loans.
The city that the property is in doubled the tax rate for the property. In addition, the property value has dropped about 40 % from where we purchased it, the utility bills have been a lot higher than we expected and as a result, we can no longer afford to keep it. We reached out to Citizens One over two months ago about options such as short sale or deed in lieu.
The company has a phone number but it is all automated. No matter when you call it says they are receiving high call volumes. They have a call back but the times that they have called back they immediately hangout when I answer. We used their system to submit request for mortgage assistance but no agent was assigned to help us and there has been no followup by the company. We also paid for copies of our mortgage docs to be mailed to us on XX/XX/XXXX and we never received. Recently they started adding a {$20.00} " other fee '' to our mortgage bill with no explanation as to what for. It's impossible to talk to anyone about the fee.
I believe that there is intentional fraud and customer abuse at the company.
|
| 09/03/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Charged fees or interest you didn't expect
|
|
Web |
|
|
Been charged a fee of XXXX a month for the past 11 months by a company called Citizens One Personal Loans. I never signed a contract with them nor did I ever agree to the terms. I disputed this charge with XXXX XXXX and they stated that Citizen One sent them a contract but upon reviewing the contract there is nothing on it that I have agreed to the terms. I had never seen the contract before nor did I ever know about them. Upon further investigation I have come to realize that XXXX XXXX XXXX works with Citizens One and they are the company charging me to rent the equipment that is not working. The only agreement I am aware of is with XXXX for {$54.00} a month not the {$94.00} they have been charging me. Did I mention they are charging me for equipment that isn't working?
I've contacted Citizens One many times telling them that I did not agree to these terms and I was not aware of any additional equipment charges and they continue to call and harass me. I've told them I want everything in writing and they said that they do not write letters and they are going to continue to call and harass me.
I have not signed anything or agreed to any of their terms and I am continuously getting charged.
|
| 10/24/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
I have a property that was scheduled to close on XX/XX/2018. The buyer already had a mortgage commitment letter from Citizens Bank in XXXX RI. One hour prior to closing the closing attorney for the buyer notified me that Citizens Bank would not release the closing paperwork and would not provide the closing funds to the buyer. I had a closing on a new property scheduled for XX/XX/XXXX in a different state and my furniture was already in transit to clear the property for a walkthru. By denying the load at the last minute, it caused both closings to fall through and now my property is back on the market and I am currently renting in the new state. I called Citizens Bank to get an explanation on why they waited until the last minute to deny the loan to my buyer and they would not provide any explanation. The lawyer stated that it was because of a another property that the buyer had that was properly disclosed during the loan process. I have spoken to several bank managers and was told this should not happen hours before closing. This situation has caused me thousands of dollars in unexpected expenses and now I have to put my house back on the market at a less than ideal time of the year to sell.
|
| 03/14/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
We had a XXXX XXXX XXXX with Citizens Bank, I had tried to payoff the balance of {$460.00} online and it did not appear to go through. On XX/XX/22 I went to the branch and asked if they see that an online payment is coming through, they said no. I asked for the payoff amount and gave them a check for that amount of {$530.00}. On XX/XX/22 {$460.00} was then deducted from my account. I called right away and was told they don't see it, but supposedly put in a cancel. I called again about a week later and was told oh they have it and was just sitting there. A few days later I called back and was told about 10 days ago that they were sending it to me via fed ex. As of Friday XX/XX/22 I had not received the fed ex. I called and no one called back. I called again today and continue to get a run around. I suggested that I just come to the bank and pick up the refund, no they can't do that said XXXX they alleged branch manager. Who has been giving me the runaround. I just want a refund of the overpaid amount and I want them to stop lying about where it is, since they still have it and my loan is paid in full since XX/XX/22. And I have yet to receive my documents stating that the loan is paid in full.
|
| 05/05/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
In the month of XX/XX/2019 I experience approximately {$15000.00} being transferred from one of my accounts in three increments of just under {$5000.00} each, to what by all appearances was a legitimate company. ( XXXX XXXX ) I've come to understand having had several conversations with Citizens Bank, that any entity posing as a legitimate company who has access to your account number and bank routing number ( which appears on every check you write! ) can pull off this scam.
The perpetrator begins by sending small deposits to the account followed by major withdrawals, typically starting the next day.
The bank has refunded the monetary losses but certainly not paid for my time or aggravation. ( New checks, account overdrafts, payroll withdrawal reestablishment, etc. ) In my discussions with the bank, I have learned that they have security tools to prevent this type of fraud. The outrageous absurdity is that they want to charge me for these tools!
How is it that XXXX can tell me when anybody is attempting to access my account and the bank can transfer funds without a word?
I have been led to believe that this is common practice for banks in general. If so, this needs to be addressed!!
|
| 06/28/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem with paying off the loan
|
|
Web |
|
|
Hello CFPB, I have an auto loan with Citizens One Auto Finance with the last payment remaining. My complaint is that the final payment can not be made online as all previous payments have been made and must be mailed or submitted ( for a {$12.00} fee ) via their automated phone system. The payoff amount provided via the phone system increments by $ XXXX/day, so sending a check via regular mail does not seem an ideal option as customers may be subject to a late penalty. Furthermore, the final payoff notice did not include a payment envelope addressed to Citizens like the other 59 mailings we received through the life of the loan - this appears to be an extra measure taken to collect fee revenue. To resolve the situation I contacted their customer service department at XXXX at approximately XXXX XXXX ET and was not provided an option to make a payment free of charge. I believe these conversations are recorded, so I encourage the Citizens One tem to review the recording. [ PERSONAL INFO - XXXX XXXX, Loan Number XXXX ] This practice seems to be deceptive and unfair and could yeild an undue profit for Citizens in aggregate at the expense of their customers. Thank you for your assistance.
|
| 03/10/2017 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
|
Web |
|
|
In XX/XX/2017, I terminated the services of XXXX and switched to XXXX. Knowing how companies are, I thought it would be in my best interest to stop payment on any future funds they decided to take. I went to Citizens Bank on XXXX/XXXX/17, in person, and paid the {$35.00} to stop payments to them. I was told I was all set. On XXXX/XXXX/17, Citizens allowed them to withdraw {$600.00} from my account. I called Citizens on XXXX/XXXX/17, and I was told the money would be put back by the following morning. On XXXX/XXXX/17, I was still overdrawn because of that charge. I called Citizens Bank again, and I was told they had to file paperwork which would result in waiting another 10 days for the money to be returned. They did offer their apologies for the inconvenience. However, when I had to tell my landlord that I could n't pay my rent for another 10 days I informed him that Citizens Bank extended their apologies. Surprisingly, that did n't fly. Now, to add insult to injury, they 've charged me a {$35.00} overdraft fee. I paid the stop payment fee well before this {$600.00} charge was presented. They XXXX, not me. They did n't fix their error in a timely manner, and they charged me for their error.
|
| 04/20/2017 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
|
|
On Saturday XXXX XXXX I used my debit card at a XXXX ATM machine and also mad a gas purchase and food purchase as well. This was the last time I seen my wallet and cards in my physical, I didnt realize until sunday night that I did not have my credentials and check my online banking and realized some fraud charges were made to the account that I did n't authorize. I file my claim with citizens bank and from the jumb they made me feel guilty because they said the account was a fairly new account, and now because of this i feel like im not getting proper results and customer service. I spoken to about XXXX different ppl and they have all told me different things, then I was informed when I went into the bank today that they have dismissed my claim. I know have XXXX different claims numbers because I reopened the claim ... ... ... I spoke with a lady named XXXX who is a a lead supervisor over a debit card claims debt, she has been very agressive and unprofessional to me, if you do your research and hear all the calls I have placed with citizens bank because they are all recorded these ppl are mean and rude, and really made me feel bad about having a new account with this bank.
|
| 01/24/2023 |
Yes |
- Debt collection
- Federal student loan debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
In accordance with the Fair Credit Reporting act the list of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15USC 1681.
15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
15 U.S.C 1681 section 602 A. States I have the right to privacy.
Citizen and or XXXX XXXX has reported adversely an account on my credit report that I have never had. On one credit reporting agency it is reported as a student loan and another as an installment loan. Both accounts have the same alleged account number credit limit and balance. Verification has been numerous times. I have requested an investigation and validation of the credit reporting agencies as well. I have requested a 1099 OID with no response so that I may verify information with the IRS. No response has been received to validate the alleged accounts. I have only received noncertified copies of statements that could be from previous accounts.
These actions have gross disregard for my rights and are blatant violations of FCRA.
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| 02/14/2022 |
Yes |
- Student loan
- Federal student loan servicing
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- Dealing with your lender or servicer
- Received bad information about your loan
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Web |
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I applied to refinance my student loans with Citizens Bank based on an offer sent in the mail. A component of this offer was a {$500.00} XXXX gift card. Rates are competitive, so this was the aspect that set Citizens apart from others like XXXX. I went to the website listed on the letter and got rates and later finished my application.
Recently I followed up with Citizens on the status of the {$500.00} XXXX gift card. I was told I do not qualify because my application was routed through a third party they contract with ( XXXX? ). I have never communicated with this third party, nor have I heard of them. All Citizens was willing to tell me was that somehow my application went sent through them. As a customer I had no control over this. I followed the instructions on the offer letter and had no knowledge a third party became involved ( it is still unclear how or why this third party is involved ).
It appears Citizens promoted an offer and then routed me to a third party in order to avoid honoring the offer. I also, of course, now have concerns about this third party having access to this data without my knowledge or permission.
Citizens has been unwilling to remediate this situation.
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| 03/27/2019 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
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On XX/XX/2018 I went to my Citizen bank branch in XXXX Michigan, tried to get back my money I sent to XXXX XXXX of {$300.00} because she was no longer had XXXX XXXX. I made a claim and also they recommended to call XXXX XXXX. I called the phone number of XXXX XXXX found on web but the person I spoke too instead of helping to get my money back they took following transaction of {$500.00}, {$750.00}, {$500.00}, {$500.00}, {$2000.00}, {$500.00} and {$500.00} at the same time to the person named XXXX through my debit card which was on XXXX XXXX. Immediately I called my bank same day to let them know that was fraud do not release those transactions and person I spoke too assured that marked red flag but I still need to call next business day to make sure matter resolved. But still bank released those transactions on XX/XX/2018 and bank asked me to make another claim. After two weeks I got those transactions back to my account. on XXXXI received letter from bank stated that they going to debited back those transactions because XXXX XXXX said that was valid transactions which was never valid transactions. After few days bank debited all transaction with fees. I will send all documents. Thanks.
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| 03/12/2018 |
Yes |
- Debt collection
- Auto debt
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- Communication tactics
- You told them to stop contacting you, but they keep trying
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Web |
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In XXXX ( I do not have an exact date for the first two calls ), I began receiving robo-calls from Citizen 's One ( XXXX ) regrading an auto-debt owed by someone I do not know. Over a year ago I had also received debt collection calls for this person, but they stopped after I informed the company that I did not know him. However, this time I have received REPEATED phone calls for this person even after I have informed the company multiple times that I am not and do not know him. I have been questioned aggressively about whether or not I'm *sure* I don't know [ the guy I don't know ] basically every time. I also let them know that I am a teacher and they keep calling me during school hours. I even had my CLASS inform Citizens One that I am not [ the guy I don't know ], but I still get calls.
Today, I received a call from XXXX for the same person. The caller would not identify what organization she was from when I asked, only asked if I was [ the guy I don't know ]. I told her that I am not him, I do not know him and I have repeatedly asked them to stop calling me. She said she would remove my number from their calling list. However, I AGAIN received a voicemail from their robo-dialler.
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| 08/15/2023 |
Yes |
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- Trouble during payment process
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Web |
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Up until COVID, I was always on time with my mortgage. Once Covid hit, I got behind and they allowed me to do forbearance, not knowing it would for XXXX : take away my ability to pay online, making it harder to pay since I could only do it by phone and they wouldn't let me set up reoccuring payments by phone, and none of my banks have their information to sent it directly to them so I could set up auto pay. XXXX : End up hurting my credit the way it did.
They also had a company come out and redo my loan for me, at my house and didn't give me much information to go on.
After signing the paperwork, I thought everything was good with my current mortgage company, but apparently not, and I am now in foreclosure proceedings, with an auction date of XX/XX/2023.
There is also a check for approximately {$450.00} out there that was sent back to me for a partial payment. I have not cashed it, have asked about it and no one has given me any information on it. I also filed this with a dispute in the amount owed to the mortgage companies attorneys, email sent XX/XX/2023 that was supposed to stop all proceedings until this was investigated, I have not heard a reply from them pertaining to this.
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| 02/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have been behind on my monthly payments so I began making partial payments to catch up. The payments were in the amount of {$280.00}. The payments were made on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Some of the payments were returned with a letter stating that partial payments are not excepted on the account. So, I received XXXX or maybe XXXX of the returned payments and no one can explain what happened with the other one. In addition my online account has been locked preventing me from viewing my account, so I can verify if and when payments had been applied. When I called to ask why my account is locked it was stated that it is because my account is behind on payments. I explained that as a customer I should have access to my account however, it remains locked. Also, There has been a big discrepancy in my payments since they started returning them and it's difficult to know where I stand currently. Just recently, XX/XX/XXXX I made a payment of XXXX because I entered into a payment arrangement however, I discovered that the monthly amount was too much so they kept the payment of XXXX and returned the rest in a check. When I called to adder the situation no one knows what's going on.
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| 01/17/2017 |
Yes |
- Bank account or service
- Checking account
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Web |
Older American |
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On XX/XX/2016, my company received a letter from Citizen 's Bank with a check in the amount of {$9.00}. The letter was confusing as was the amount. After our numerous requests for an explanation from the bank, the matter was recently escalated to the Office of the Chairman who sent a letter indicating that this amount resulted from an action described here : http : //www.consumerfinance.govXXXX. When I phoned the signer of the letter ( XXXX XXXX, Office of the Charman ) today, he advised that the amount owed to my company was carefully researched. I asked for details. When did this discrepancy occur? Was it one deposit or multiple? He indicated that Citizens is not required to release this information and confirmed that he will not be doing so. I asked how can I be sure the amount is not XXXX cents or XXXX dollars. He confirmed that I would have no way to know this. He also advised that there is no one further up the chain at the bank that can further address my interest in this. I am not satisfied with this answer. I am also disturbed that it took me months to get this response from the Office of the Chairman and this response was not consistent with previous responses I had received.
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| 11/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The whole process was a disaster. I'll keep it to the important details for brevity.
I refinanced my FHA mortgage to a conventional mortgage with Citizens Bank. Their sales pitch was that it would save me {$200.00} a month. This was an escrowed mortgage. When I got my school taxes in the mail, I called to make sure they were paid. They were not. They were on file, but for some reason never paid. Also, when they sent me an escrow refund or whatever, they overpaid me back with no explanation. I called them and they said they didn't know what it is, but I should go ahead and cash it. Now my school taxes are late and they have a penalty. I am now short in my escrow account by over a XXXX dollars. I'll have to overfund it to make sure I have enough for real estate taxes. Their only answer to me ( after waiting on the phone for an hour in a half ) is that they also XXXX up because they didn't collect enough money at closing. However, this was a no money down at closing loan! They rolled in the costs to the loan. Now I am concerned that my {$200.00} savings as promised is not {$200.00} and my mortgage balance has gone up by thousands! This was a bait and switch and had multiple mistakes.
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| 03/25/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
Servicemember |
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My business account ending in XXXX has not been credited the {$390.00}. Deposit which was stuck in the ATM at the XXXX MA location Monday XXXX XX/XX/19 XXXX morning when making my business deposit. This occurred when the ATM froze, keeping the card, {$40.00} check and {$350.00} cash. I called and a claim number was given to me and was able to get my card back the same day. The next day it appeared the ATM was serviced and everything was found. This after calling the customer service number and they called the branch and verified all of the money and the check was found and verified! I have not however received the {$390.00} back in my account today and is now causing issues with my accountant and a customer who paid a deposit for an item we cant order till the check is deposited and clears! The other day I was hung up on by an employee named XXXX from the call center after being told by the branch to call there about the missing money. The bank is outright refusing to give me my funds that they verified the day after they were stuck in the machine! Please help me get the money that is reghtfully mine that they will not give me! Thank you! XXXX XXXX - President/CEO XXXX XXXX XXXX XXXX
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| 11/20/2015 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
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I 've been a customer with citizens for years I manage my account very well I have a high credit score. I logged in and saw past 7 weeks I been charged XXXX $ in fees but I ca n't figure out how and why. My math and log ins were spot on I did n't miss anything. I went into the bank called XXXX supervisors and they said I 'm lucky they gave me XXXX $ back which was XXXX of the XXXX charges I concurred. Yet NO ONE CAN PIN POINT EXACTLY WHY THIS HAPPENED!!! I 'm sickened by this as I DID NOT make a mathematical error or forget to log in XXXX They said " we have next day funds available '' but then said maybe it because checks did n't clear but no one can tell me what checks did n't clear and when!!! I 'm looking for proof of what happened precisely and hitting blank stares and I dunno how to help u more. I feel I 'm being toyed with and need help this is robbery and a scam of the banks! They used to send letters but said now they do n't u have to look online so thy make it even easier for any mistakes to happen! This is not protecting ur money or interests it 's preying upon the weak or busy or unknowledgable and making them confused so they give in to this XXXX dollar scam! Please help
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| 01/27/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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Loan No. XXXX I called Citizens One Home Loans on XX/XX/XXXX and sent an email to advise I was having a temporary financial hardship and requested a loan modification/forbearance. I spoke with 2 representatives that day and they indicated they would mail me the paperwork necessary for my request. I did not receive the paperwork until XX/XX/XXXX. I submitted my loan modification/forbearance paperwork to Citizens One Home Loans XX/XX/XXXX. I also forwarded a partial payment of {$900.00} on XX/XX/XXXX. I submitted another partial payment of {$1000.00} XX/XX/XXXX and plan to pay off the remaining owed by XX/XX/XXXX. I just received my partial payment back in the mail with a request for payment in full no partial payments accepted. I have called Citizens One 3 times just today and no one picks up the phone. I have called 3 of their phone numbers and still no responses. Called several times and no answer. I need assistance in getting a response from this mortgage company. Appears they are purposely not accepting payments or calls in order to foreclose on my property. Please let the records show I have done by due diligence in trying to get this resolved and Citizens One is not responding.
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| 09/24/2016 |
Yes |
- Bank account or service
- Checking account
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- Making/receiving payments, sending money
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Web |
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XXXX I write checks to many companies. My bank is Citizens Bank. XXXX XXXX company deposited checks XX/XX/XXXX. They scan and deposit like many companies. Somehow by mistake, XXXX XXXX redeposited XXXX of the checks from XX/XX/XXXX physically through teller. My bank cleared it again. When I call to clearify what has happened, one of their supervisor told me they do not have system to stop this yet. They will refund my account 24 to 48 hrs. Thats not my problem. My problem is that big banks does not have this fail safe system set up to stop such a happenings, it is literally scary. So anyone or any company could redeposit checks that is already scan for deposit it will get clear and they will have double the fund and consumer will be out of money for the time until bank or somenone catches it. If someone wanted to fraud you, they could redeposit scanned check and run with it. Citizens Bank supervisor told me, not only their bank but other banks do not have that system. Now this is really scary to consumer like me. Big banks should have thought about this when they did photo image depositing. What were they thinking?!. Honor system. This is my problem and it should be with others too.
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| 12/04/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Banking errors
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Web |
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Hi, I signed up for a Citizens Bank One Deposit Checking in early XXXX and applied online with a promotional code that was accepted upon applying. ( XXXX ). The promotion was as follows : Get {$300.00} when you open your first new personal checking account and make a direct deposit of {$500.00} or more within 60 days.
Earn {$2.00} for every debit card purchase you make, up to {$100.00} within the next 60 days.
The agents on the phone confirmed that I completed both the direct deposit and the 50 transactions and specified that per the terms I should be paid by XX/XX/XXXX. Unfortunately, I did not receive the bonus and after calling three times and asking for information, I was told different reasons such as, the " promotion was not linked to your account '', " you had to go in branch '', etc. Agents were dismissive and did not want to resolve the issue.
In fact, this promotion seems to run all year round as I can still find it at XXXX : XXXX? XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 08/17/2023 |
Yes |
- Checking or savings account
- Checking account
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- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
Older American |
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I have an account - checking- with Citizens bank in XXXX Vermont. They have a policy that seems to me onerous and should be illegal.
If a customer ( me ) accidentally overdrafts, they charge a fee of {$35.00} and they have a policy that they can charge you this up to four times a day if the person trying to charge attempts four trys. So right away I owed them {$140.00} overdraft fee when the XXXX XXXXXXXX XXXX tried to charge my account {$1.00} four timmes in one day.
Then tthe Citizens policy allows them to continue to charge me {$35.00} a day for every day that I do not stop the XXXX by making a deposit to cover the current overcharge.
For someone like me on social security of {$1500.00} a month which is auto deposited to this account once a month, the bank will eat my entire social security check of {$1500.00} within one month.
If this is legal it shouldn't be. XXXX XXXX bank has a policy, for instance, that allows a customer to overdraft by {$450.00} and they charge a one-time fee of {$35.00} which the customer can rely on not to increase for at least one month while the customer finds the money to correct the overdraft.
This is sane and reasonable and should be the norm.
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| 06/16/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Closing your account
- Company closed your account
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Web |
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On XX/XX/XXXX. I called Citizens Bank card services and spoke with someone about a late fee I had received. I had asked for a courtesy rebate of the late fee. It was an error. I explained that due to Covid-19 I was an essential working and was working incredibly long hours and simply forgot. I was told they could not rebate the fee. I said ok- I understood. I then received an email asking about my experience. I had explained the situation and said the customer service rep was great- he was doing his job but I didn't feel that for someone who has had the card with them for 9 years and they have never had an issue with my payments etc. that I felt it wasn't a fair decision. I never heard back from that survey email. Then I received a letter that they have decided to close my account now- due to my credit score being a XXXX. I feel this was in direct response to my complaint. In the past 9 years my credit score had been much lower ( due to a divorce and loss of significant income ) and never had that happen. I have never been late on the card and there has never been issue. I called to speak with someone at Citizens Bank XX/XX/20 and was told I would get a return call and never have.
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| 12/12/2018 |
Yes |
- Checking or savings account
- Checking account
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- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
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Web |
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Today I am writing to see if you can help me with a bank that is completely ruining my finances and lieing and stealing money from me! On XX/XX/XXXX I ordered from XXXX the a total of XXXX, there was an issue with other I was refunded XXXX on XX/XX/XXXX and never appeared back to my account. I called XXXX thinking maybe an issue on there end and nope it was citizens bank, they gave me all the information I needed to verify with the bank. But instead of citizens helping me they kept taken XXXX out of my account everyday for overdraft, finally I filed a complaint, and the manager said I am so sorry we where having issues that week with refunds going into accounts, he told me my refund would be back in my account in a couple days along with overdraft fees totaling up to XXXX! A few days later I recieved a email from XXXX stating they have to charge me back because citizens demanded there money back and it was fraud!!!!!!!!!!!! It was not fraud it was my refund I then explained to XXXX and told me I had to contact bank where I have gotton now where but lies! My auto insureance was canceled due to them taken out overdrafts frees and not returning my refund! This is fraud on there part!
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| 07/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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i have viewed my consumer credit report and notice some unathurized inquries that has been placed on my account on XXXX by XXXX XXXX XXXX XXXX Under 15 u.s. code 1681b-permissle purpose of a consumers report ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) in accordance with the WRITTEN INSTRUCTIONS of the consumer to which it relates. I XXXX XXXX never gave XXXX, XXXX AND XXXX._any written consent to report anything on my consumer report, NO consent is identity theft .a copy of the law is attached along with this dispute letter. and to add on the XXXX major reporting bureaus are also at fault due to the fact that their are well aware of the following subchapter 15 u.s code 1681b ( a ) ( 2 ) ... I AM ASKING THE CREDIT REPORTING AGENCY TO PRODUCE A CONTRACT BETWEEN ME AND THE CREDIT REPORTING AGENCY LISTED IN THIS AFIDAVIT SHOWING THAT I GAVE YOU PERMISSION TO FURNISH THIS REPORT IN THE FIRST PLACE ... BY CHANCE THAT YOU DO HAVE THIS CONTRACT I WANT A SENIOR EXECUTIVE STATING THAT I GRANTED MY PERMISSION TO FURNISH THIS IN THE FIRST PLACE ... PLEASE DELTE THESE INQUIRES
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| 07/06/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
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We have multiple personal and business accounts with Citizens ' Bank. One of these accounts is an equity line of credit. It automatically deducts the interest to pay off the account from our checking account monthly. Any principal has to be paid separately which we've been doing on-line via the Citizens Bank website regularly. When I tried to pay the principal from the Transfer tab of their website today, it no longer provides an option to pay off the principal! After calling customer service, I learned that I can now pay using their new system on their website transferring from my checking account, but my intended principal payments will go to interest and be 'held ' until the monthly date the principal is paid off and then any balance paid to my principal. Are they actually allowed to do that?
My other choices include : write a check, call and make a payment, go to a branch, or go to a completely separate URL and enter personal information. There is no place on this new URL that indicates what they will do with your personal information or its relationship with Citizens. All of these options are ridiculous and the one they suggest- going to this other URL is possibly unsafe.
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| 05/13/2022 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem using a debit or ATM card
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Web |
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I have XXXX different claim complaints numbers because my card was being used by someone else without me knowing until it was too late. It happened mainly in between XX/XX/XXXX to XXXX XXXX, I shut the account down but by then it was all gone. In the month of XXXX I had {$18000.00} deposited into my account. When I shut it down on XXXX XXXX I only had {$660.00} left. I have no idea who it was and the bank will not give me any evidence to hold anyone responsible. I asked for camera pictures of the atm withdrawal or anything at all for them to decline my refund and they will not. I did go to police and the police in my borough didn't do anything to help either. I called state police and they told me there's nothing they can do. No one will help me! One of the " atm '' withdrawals were addressed to a residential house in a different county and still they can't tell me anything about it. I had my card the entire time but they are saying my card was present for all the transactions and atm withdrawal but that IS IMPOSSIBLE! I HAD MY CARD ENTIRE TIME! Another reason I was not aware of it being used unauthorized. I need someone to help me! I need someone to take me serious! Please...
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| 10/01/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Funds not handled or disbursed as instructed
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Web |
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WE have 2 checking accounts with the bank. One day my wife is on her way to work and started to receive tons of messages on her phone. She gets to work and logs onto the account and it stats that we had made a " XXXX '' transfer to someone that we do not know for {$1000.00} & {$900.00} So she calls the bank. She tried a request your money back with XXXX but was only able to do it with the {$1000.00} as it was the only account showing on her end. The bank stated she was online when it happened so she must have helped them. Then they stated she gave personal information away. None of this is true! WE NEVER gave personal information regarding our online banking account. Citizens OFFERS XXXX in their online banking APP and online. They should be protecting us! That is why we use a large bank like CITIZENS as we would expect them to protect our money! Modo : Ensuring the safety of your customer information is as important to us as it is to you. To prevent fraud and shield your critical financial information, Citizens Bank uses a number of powerful security measures to protect you online. We encourage you to learn more about the steps we take to secure your confidential information.
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| 04/05/2017 |
Yes |
- Bank account or service
- Checking account
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- Problems caused by my funds being low
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Web |
Older American |
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I have had an account with citizen 's bank for over 20 years. I have direct deposit for my social security check scheduled for the XXXX Wednesday of every month and pension check deposited on the XXXX. Twice now, checks that were deposited in the back the day of the social security check came in was flagged for insufficient funds and I was charged {$35.00}. The money is on deposit at XXXX so I do not know why I was charged. There was money in the account to cover the check. Another time, I overdrew the account by {$2.00} and had {$400.00} in the same bank but I still was charged an additional {$35.00}. They " improved '' their web site and I had trouble navigating it and had reported my problem. ( I a XXXX years old ). They said I had to link the accounts yet, I could n't figure out how to do that. Lastly, after the last {$35.00} charge, I changed banks on XX/XX/2017. Even though my deposit was made on XX/XX/XXXX and there was plenty in the bank to cover the check that came in the same day, I was charged another {$35.00}. When I complained, they put an additional penalty of {$30.00} as a " service " charge and said I could not close out my account until the charges were paid.
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| 11/05/2021 |
Yes |
- Debt collection
- Credit card debt
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- False statements or representation
- Attempted to collect wrong amount
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Web |
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I got a specialized loan from Citizens One to purchase an XXXX through a XXXX XXXX XXXX promotion and it's been a nightmare since day one. I setup online automatic payment through their website as instructed. Put in my checking account information and everything else required to have payments automatically withdrawn monthly. Not only did the automatic payments never go through, but the site itself shows improper amounts owed ( minimum monthly payment, statements show errors on recorded payments, and there's also missing payments I made ) I have only been successful in making payments by calling in by phone and speaking with someone to manually pay with a debit card. Even then I only received a payment confirmation number once. Interestingly, a payment deduction has never shown being withdrawn from my bank account a Citizens One payment the entire duration of the loan so far. Communication between myself and Citizens One has been very sketchy and unclear. They have already harmed my credit by reporting missed payments when I have called in at least every month making payments by phone. Unfortunately, I have no record, or Citizens One, of making more than one or two payments.
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| 08/29/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
Older American |
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I attempted to redeem some series I savings bonds at citizens bank. I am a account holder and I have redeemed savings bonds in the past, the most recent being XX/XX/2019. I was told that this service was no longer being offered. I was referred to the Treasury web site which clearly states that a person can redeem bonds at their local bank.
As I stated before, I was referred to the Treasury Direct website which states that you can redeem these bonds at your local bank. It also gives the procedure to send these bonds back to the Treasury dept which then deposits the redeemed bonds plus interest into a bank account which you have to have to receive your money. I have been an account holder with this bank for many years through its three iterations first as XXXX, XXXX and finally Citizens bank. I was never given notification of the change of policy and I feel that it is very unfair at the least to not give notice until you try to cash the bonds. As it happens, I was counting on the funds that day to purchase a car and I could not wait seven days or more for the bonds to be sent to the Treasury dept and then for the funds to be deposited into my account two business days later.
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| 08/27/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
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Web |
Older American |
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I got an alarm on my computer that it was locked down due to hacking and that I needed to contact XXXX security which I did. XXXX confirmed that both my computer and phone were hacked by someone in XXXX for a XXXX website. They had me give them Citizens phone number, which is my bank, and said they would connect me with the bank and to explain the situation to them and why I was calling from a phone that was not associated with my account. The bank confirmed that they had a XXXX charge that was scheduled to be paid within 2 hours to XXXX for accessing a XXXX XXXX and that they could not stop it because payment was authorized from my phone. I demanded they not pay this but they said they had no option other than for me to go out and buy cards from various vendors so they could allege double payment. I refused this option as I stated my phone was also hacked so the payment was fraudulently authorized. This transaction happened at about XXXX this morning. They confirmed they were speaking with me so why would they go ahead and process a XXXX charge to my account. Please help me out as I am at witts end. I have all the info on the XXXX person I was dealing with if you need it.
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| 11/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
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Web |
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I opened a checking account with Citizens Bank using a promotional offer code XXXX.
Under this offer, Citizens Bank is offering a bonus of up to {$400.00} when you open a new checking account.
To earn a {$300.00} bonus, open your first new personal checking account and have at least XXXX single direct deposit of {$500.00} or more post to your new checking account within 60 days of account opening.
To earn up to {$100.00} : Get paid {$2.00} per qualified debit transaction ( up to {$100.00} ) that post and clear your new checking account within 60 days of account opening.
As per the terms, the bonus will be paid by XX/XX/XXXX.
I have met all offer requirements ( please see description below ), but I did not receive my {$400.00} bonus.
XXXX. I opened my account on XX/XX/XXXX.
XXXX. I received a direct deposit on XX/XX/XXXX ( I received a direct deposit confirmation ).
XXXX. I have made XXXX debit transactions that were posted and cleared in my new checking account within 60 days of account opening.
Although I met all the requirements, I did not receive the {$400.00} Bonus. Based on the terms and conditions the Bank is legally required to pay me the {$400.00} bonus.
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| 01/19/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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I WAS TOLD I BELIEVE THE DATE WAS XXXX/XXXX { GIVE OR TAKE A DAY OR TWO WITHIN THAT DATE } THAT CITIZENS BANK WAS FINALLY GOING TO CORRECT NEGITIVE INFORMATION ON ALL THREE CREDIT BUREAUS. AND GIVE ME AND MY HUSBAND A GOOD WILL ADJUSTMENT AND THIS WAS GRANTED ON XX/XX/XXXX BY CITIZENS AND THE NEGITIVE INFORMATION THAT THEY HAVE BEEN REPORTING FOR THE PAST2-3 YEARS WOULD FINIALLY BE REMOVED/UPDATED. I WAS ALSO TOLD THE SAME INFORMATION ON XX/XX/XXXX AS WELL. BUT WHEN I CALLED THE FOLLOWING WEEK I WAS TOLD THAT WAS NOT TRUE THEY WERE NOT GOING TO DO THIS AND THEY SAID THEY NEVER TOLD ME OTHER WISE. I HAVE REQUESTED SEVRAL TIMES THAT THEY PULL THESE PHONE CALLS OF THEM TELLING ME I WAS GRANTED A GOOD WILL ADJUSTMENT AND THIS WAS SUPPPOSEDLY SENT TO THIER RESEARCH DEPT. I HAVE YET TO HEAR ANYTHING I WAS TOLD SOMEONE WOULD CALL ME AND I HAVE HEARD NOTHING. THIS IS NOT THE FIRST TIME CITIZENS HAS LIED!!! I NEED THIS INVESTIGATED THIS IS DRASTICLLY HURTING MY CREDIT REPORT AND I NEED THEN TO GRANT THIS ADJUSTMENT LIKE THEY SAID THEY WERE GOING TO. I HAVE BEEN DISPUTING THIS WITH THIS COMPANY CONSTANTLY FOR THE PAST THREE YEARS A LENDER SHOULD NOT BE ALLOWED TO DO THIS TO ANYONE!
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| 07/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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i have viewed my consumer credit report and notice some unathurized inquries that has been placed on my account on XXXX by XXXX XXXX XXXX Under 15 u.s. code 1681b-permissle purpose of a consumers report ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) in accordance with the WRITTEN INSTRUCTIONS of the consumer to which it relates. I XXXX XXXX never gave XXXX, XXXX AND XXXX_any written consent to report anything on my consumer report, NO consent is identity theft .a copy of the law is attached along with this dispute letter. and to add on the 3 major reporting bureaus are also at fault due to the fact that their are well aware of the following subchapter 15 u.s code 1681b ( a ) ( 2 ) ... I AM ASKING THE CREDIT REPORTING AGENCY TO PRODUCE A CONTRACT BETWEEN ME AND THE CREDIT REPORTING AGENCY LISTED IN THIS AFIDAVIT SHOWING THAT I GAVE YOU PERMISSION TO FURNISH THIS REPORT IN THE FIRST PLACE ... BY CHANCE THAT YOU DO HAVE THIS CONTRACT I WANT A SENIOR EXECUTIVE STATING THAT I GRANTED MY PERMISSION TO FURNISH THIS IN THE FIRST PLACE ... PLEASE DELTE THESE INQUIRES
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| 09/11/2019 |
Yes |
- Checking or savings account
- Savings account
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- Managing an account
- Funds not handled or disbursed as instructed
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|
Web |
Older American, Servicemember |
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I'm almost XXXX and I have XXXX and had multiple XXXX XXXX and have been treated with disrespect and my funds have been held by Citizens bank. This bank never emailed ( because was online savings ) called or sent any notice whatsoever. I opened Citizens Access savings about one month ago online and made initial deposit from XXXX. XXXX told me Citizens contacted them to confirm information. After more than dozen calls to Citizens, I was finally told just yesterday that they suspected account ( Because I deposited funds and now were making payment, etc??? ) and would returned all funds to XXXX. This caused my credit card payments and another transfer to be cancelled and caused many fees and interest because they were not completed, as I did and trusted with Citizens Bank. My wife was skeptical in having this account, with no actual Branch and I should have listen to her.
I called Citizens several times just to be told theres nothing that can be done. Can this matter be brought up to executives in the bank please?? It is just terrible that now my credit history is bad, and I had occurred over 300 in fees and have no access to the initial deposit plus interest funds.
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| 12/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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Web |
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I XXXX XXXX made an attempt to settle this debt, on XX/XX/2020 i was told to mail a check of XXXX to an P.O BOX, Citizens one bank failed to check their mail boxes upon arrival of my check .I have proof of the signed check in which they denied, yet they returned my check 3 months later back dated XX/XX/XXXX XXXX Back In XXXX XXXX notice sent pursuant to Fair debt COLLECTION Practices Act ( 15 USC 1692f ) stating claim and dispute and validation request, in return my check was mailed back months after on XX/XX/XXXX after recieving my debt of validation letter and cease and desist .Under ( 15 USC 1692f ) UNFAIR PRACTICES section ( 8 ) Using any language or symbol, other than the debt collector 's address, on any envelope when communicating with a consumer by use of mails or telegram, except that a debt collector may use his business name if such name does not indictate that he is the debt collection business.They 've also violated ( 15 USC 1635 ) ( 15 USC 1692b ) ( 15 USC 1692 d ) Harassment ( 4 ) AND ( 3 ) Reporting my information to reporting agencies or to persons meeting the requirements of section 1681a ( f ) or 1681b ( 3 ) .. Please remove this account off my name
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| 12/12/2023 |
Yes |
- Vehicle loan or lease
- Loan
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- Getting a loan or lease
- Loan opened without my consent or knowledge
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Web |
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XXXX XXXX To Citizens chairman Subject : Formal Request for Compliance Information and Demands Regarding Credit Application Dear XXXX, I trust this message finds you well. I am writing to follow up on my recent communications regarding the denial of my auto loan application and to formalize my request for specific information in accordance with the Equal Credit Opportunity Act ( ECOA ) and the Federal Reserve Act Section 16 ( 2 ).
I have carefully reviewed your recent response to the Consumer Financial Protection Bureau ( CFPB ) complaint and the details provided regarding the credit application received from XXXX XXXX XXXXXXXX XXXX on XX/XX/XXXX. The vehicle applied for was a XXXX XXXX XXXX XXXX XXXX XXXXXXXX in my name, XXXX XXXX XXXX. However, my concerns persist, particularly regarding the alignment of the denial with federal regulations.
As the denial is a significant decision impacting my financial standing, I kindly request specific details outlining how my application did not meet the credit lending criteria, as per the ECOA regulations. This information is crucial for me to better understand the basis of the denial and ensure compliance with federal law.
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| 05/19/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
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Web |
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I opened the account through a promotion in XX/XX/2023 that promised to award XXXX dollars signup bonus and XXXX more for deposits. I satisfied all requirements within 2 months, and haven't received the bonus. The one deposit checking account pages stipulates no minimum balance requirement so I assumed I do not need to keep any specific balance. The bank agent said the bonus will be awarded before XX/XX/2023 yet I never received it and my account was closed recently without any notification or warning while I am still using it to receive money. I was put on hold for more than 1 hour by multiple phone agents without any resolution and my bonus now can not be awarded due to a closed account. One agent said this might be caused by my balance being XXXX for a while before he put me on hold indefinitely again. All requirements were satisfied before the bank closed my account and the bank advertised no minimum balance requirement right under the open account button on their checking account home page XXXX XXXX XXXX. This seems like a scam to stretch signup bonus payment to more than 4 months and close the customer 's account right before the customer gets the signup bonus.
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| 01/27/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
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Web |
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Without knowing how close our loan was to payoff, we sent a payment this month, which my bank told me it was putting back into my account, saying " it was returned to our processing center due to the payee 's refusal to accept the payment. '' We assumed it was because the amount we sent was over the owed amount. We never saw a statement for XX/XX/XXXX.
I called Citizens One regarding my account, and they told me that the final payment of the loan has to be sent to a different address. He told me he couldn't take the late fee off without the payment being up to day ( which was already more than the amount we had sent ). He told me he couldn't take my payment, that he'd have to send me to the automated system. I went back through the automated system, and it didn't recognize my account number. I tried to create a username on their website, and it wouldn't recognize my account number.
I have never heard of a loan company needing the last payment sent to a different address. My last auto loan didn't have that. My wife 's school loans through XXXX XXXX weren't that ridiculous. All I can figure is that they want to squeeze every little % and late fee they can from us.
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| 01/11/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem accessing account
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Web |
Older American |
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I am XXXX XXXX and my financial address is in XXXX XXXX, XXXX. I was XXXX client at the XXXX XXXX, NY. XXXX transferred my Checking account without my authorization to the Citizens Bank and finished my relationship with XXXX.
I did not receive anything from Citizens Bank ( debit card, password to create an access to my checking account, etc ). I've contacted Citizens Bank and I've been told they don't not have checking accounts for foreigner investors, and I'd have to go to US to solve this problem. The amount that I have in Citizens do not justify this cost that I would have with a flight ticket, hotels, meals etc. I've also contacted the customer relationship at Citizen to get my debit card, but the attendant told he couldn't help me without a debit card reference number, which I've never got one. I can't believe this kind of problem can't be solved throught the internet or phone calls in the 21th century.
The only thing that I am receiving is in a monthly basis a checking account statement informing a charge of monthly maintenance fee of USD XXXX. I CAN NOT DO NOTHING WITH MY MONEY AT CITIZENS BANK. So they are charging me this fee I can't do nothing about it.
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| 04/05/2022 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was result of identity theft
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Web |
Older American, Servicemember |
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On XX/XX/2022, my identity was stolen. The identity thief opened an account at XXXX and made purchases. Three of the purchased items were shipped to my home address. The identity thief opened a line of credit for {$15000.00} at CitizensPay to pay for the purchases which totaled {$1400.00}. I stopped shipment of XXXX item and a credit was issued for {$960.00}. CitizensPay is billing me for {$450.00}. CitizensPay has reported this debt to the Credit Bureaus. CitizensPay requested and I sent them the following documents 5 different times : Completed, signed, and notarized Identity Theft Victim 's Complaint and Affidavit ; Copy of my driver 's license ; Copy of Florida Power and Light Bill for period XXXX XXXX to XXXX XXXX, 2022 ; Copy of XXXX Police Department Report for Incident XXXX ; and, Copy of Federal Trade Commission Identity Theft Report # XXXX.
CitizensPay has denied my claim 3 times. Accounts were opened at other banks including one that financed purchases made at XXXX. All other banks have identified these accounts as fraudulent and have closed the accounts. I requested that CitizensPay deactivate the account for {$15000.00} line of credit and they refused.
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| 03/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Over a year ago when I first took out my mortgage with Citizens, I set up Autopay to process my monthly mortgage payments. That worked well for approximately twelve or thirteen months. Citizens has unilaterally changed its websites, which appears to have resulted in disabling my Autopay. For the last several months, I have been told that payments have not been able to be completed due to Insufficient Funds, yet this is totally inaccurate. I have received several delinquency and foreclosure notices. I am also being assessed hundreds of dollars worth of penalties and late fees.
I have always had more than sufficient funds in my account to cover my monthly mortgage payments. Now, with its new website configuration, Citizens includes no contact information or any way to speak with a live person to resolve the issues. I have confirmed this despite countless hours on Hold, with the same nonsensical statements that there are longer than usual wait times due to high call volume. Instead, I am forced to route through automated online or phone payments and am only provided with an automated option to pay amounts that include the wholly inappropriate late fees and penalties.
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| 10/25/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt is not yours
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Web |
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In 2017, I agreed to be XXXX over my sister 's estate ; I have an XXXX, but the bank I was dealing with ( XXXX XXXX XXXX said they needed to have my SSN. As time went by, I was/am still waiting for an attorney 's office to release funds, so I did not try to close the account. The estate bank took the last amount that was in the account for fees; charged me for non-payment of extra fees; turned my name and SSN into a collection agency ; and closed the account. I paid ( out of pocket ) the amount that the bank said I owed them, but the bank said this will stay on my record for five ( 5 ) years! Consequently, every time I try to open a bank account, or apply for a credit card or loan, I am denied because of this situation.
I have tried, unsuccessfully, to get the bank XXXX XXXX XXXX ) to have this information removed from my name/SSN. I called the Social Security Office, explained the situation and asked if they could help me, since my SSN is involved ; I was told nothing they could do. I recently applied for a credit card and was denied ; information has been put in my credit reporting files. I appreciate anything you do to help me in this situation. Thank you!
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| 12/07/2021 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
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Web |
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On XX/XX/XXXX, I received {$1000.00} from XXXX to my Bank account ( Citizens Bank ), at that time, I do not know who sent this money, I thought it is a mistake wire. so I called Citizens bank and ask them to return this money back to the sender. on XX/XX/XXXX, {$1000.00} deducted from my account, shows XXXX Debit {$1000.00}. A couple of days later, The sender contacted me, he told me he sent me money through XXXX. But the money {$1000.00} was deducted from my account already. I think this money will back to the sender account. so, I did nothing. But after a month, the sender still not received the returned money, Neither I. I called Citizens Bank on XX/XX/XXXX, I was told they are working on it, 10 days passed, still no answer. I also send an online message to Citizens bank on XX/XX/XXXX and XX/XX/XXXX, they reply the same : " Our records indicate you disputed a {$1000.00} XXXX credit posted to your account on XX/XX/2021. Per your request, we have debited your account {$1000.00} for credit received on XX/XX/XXXX, XXXX " and Citizens Bank ask me to contact Sender. I called the sender, he said he also contacted his bank to get this money back, but still no feedback.
|
| 01/19/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
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Web |
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I opened a UTMA Account for my minor daughter, she is XXXX. Since the opening of the account in XX/XX/2019, Citizens Bank has been holding deposits, reordering transactions, allowing small debit card purchases ( under {$25.00} ) to default the account so that they can charge {$35.00} on that nominal amount that had fallen into negative due to the banks reordering of transactions. To date, I have over {$1500.00} in overdraft charges and Sustained over draft fees. This bank is the most difficult to work with, I have made numerous calls to customer service ( at least ten ) regarding this issue of default ( which is comprised of ONLY fee 's by Citizens ). I refuse to put another deposit into this account until they remove their exorbitant and fraudulent fees, They have already taken the last there deposits I put into the account for over {$400.00} to only put the account into further sustained overdrafts. This is a minor 's account and my daughter has been heartsick with losing her hard earned savings that was deposited into the account and then applied, every dime, to the overdraft fees. As a educated consumer I know what to look for with banks but this is robbery.
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| 12/03/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
I have an auto loan with Citizens Bank.
Account # : XXXX I moved XX/XX/2019 from XXXX XXXX XXXX XXXX DE XXXX to : XXXX XXXX XXXX XXXX DE XXXX They never sent me a single statement in the mail to my old OR new mailing address after moving. I even have a mail forward setup with USPS. I also get a screenshot in PDF format of every single piece of mail sent to my old address ( I still own the old address, it's still on the market for sale ).
They reported me 60 and 90 days late on my credit report and never gave me a single statement, nor did they notify me at all of any credit reporting going on. I found out by applying for a XXXX credit card and getting denied completely ( my credit score is typically above 800 ).
They violated the Fair Credit Billing Act and cost my credit score almost 200 points, literally just for not giving me any statement AT ALL. I called and paid in full as soon as I found out. The worst part is, I had AUTO PAY setup the whole time!!! They weren't running the auto payments!
The staff at Citizen 's Bank told me it was my problem and to take it up with XXXX.
XXXX did absolutely nothing at all other than say the information is accurate.
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| 04/05/2022 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American, Servicemember |
|
On XX/XX/2022, my identity was stolen. The identity thief opened an account at XXXX and made purchases. Three of the purchased items were shipped to my home address. The identity thief opened a line of credit for {$15000.00} at CitizensPay to pay for the purchases which totaled {$1400.00}. I stopped shipment of 1 item and a credit was issued for {$960.00}. CitizensPay is billing me for {$450.00}. CitizensPay has reported this debt to the Credit Bureaus. CitizensPay requested and I sent them the following documents 5 different times : Completed, signed, and notarized Identity Theft Victim 's Complaint and Affidavit ; Copy of my driver 's license ; Copy of Florida XXXX and XXXX XXXX for period XXXX XXXX to XXXX XXXX, XXXX ; Copy of XXXX Police Department Report for Incident XXXX ; and, Copy of Federal Trade Commission Identity Theft Report # XXXX.
CitizensPay has denied my claim 3 times. Accounts were opened at other banks including one that financed purchases made at XXXX. All other banks have identified these accounts as fraudulent and have closed the accounts. I requested that CitizensPay deactivate the account for {$15000.00} line of credit and they refused.
|
| 03/01/2017 |
Yes |
- Student loan
- Non-federal student loan
|
- Getting a loan
- Qualify for a better loan than offered
|
|
Web |
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These are regarding my XXXX recent loans with citizens bank in the beginning of XX/XX/2016. I was quoted that the loans were 2.86 % variable for XXXX separate loans. the first representative XXXX XXXX gave this quote I emailed the documents so that was much faster. However he decide to combined them when told not to. Which delay the process. Which seems to be common practice not only with Citizens Bank other lenders as well to trap borrowers if the loan defaults. XXXX XXXX the left a voice mail as well of financial information which is a serious violation. Then I talk with XXXX XXXX he stated that the were separate and I emailed them to him as well because of the delay. This is costing me money in the longer run. I also gave me work schedule so that I could deal with this in a timely manner so that Citizens Bank had no excuse in getting of a hold of me. I then asked for a supervisor I spoke with XXXX. He stated that he would look in the matter weeks went by no word. I was getting frustrated. It then went to the XXXX which is the board of something and stated she would look into the matter. She is purposely calling when she knows that I am at work and ca n't talk
|
| 01/05/2017 |
Yes |
|
- Advertising and marketing
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|
Web |
Older American |
|
I am a Citizens Bank " Cash Back '' Credit Card holder. I pay my balance monthly, an investigation needs to be launch as to certain features of the Credit Card do not or are not recognized by the bank. Citizens needs to stop advertising the credit card as a " cash back '' credit card when they fail to give cash back as in comparison to a XXXX XXXX credit card/ cash back or a XXXX XXXX, ca sh back credit card. The features that they consider to offer the cash back allowance on, Gas, groceries, restaurants and types of entertaining, are not or do not meet their standards towards a cash back award. There fore they are not and should not advertise or engage in deceptive engagement of selling their credit card product as a " Cash Back '' instrument of the industry.
This failure needs to be investigated and if found to be illigitament, they need to have their product removed and pay the amounts stated for they 're cash back programs.
I also found that they created a monthly payment amount that was n't agreed upon by myself and without my knowledge, that created fees to my associated " checking account, '' from which they withdrew funds, again without my permission.
|
| 10/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
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|
Web |
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Citizens One Bank reported me and my wife as over 90 days late on mortgage payment for XXXX and XXXX. this report dropped our credit score more than 100 points for both of us.
I did pay both months on XX/XX/2020.
we were in the processing of refinancing our home loan, but because the drop of our credit our application has declined.
we started the application in XXXX. the new bank asked Citizen bank many times for the payoff balance many toms, but Citizen bank didn.t provide the information and this cause a huge delay on payment.
closing was scheduled in XXXX, but Citizen didn't give us the Payoff balance. Then scheduled in XXXX, XXXX and then XXXX.
we got the payoff balance only in the end of XXXX when I called by myself to aske for it, but the bank was reported us already.
my wife and I are essential workers. we work hard to build our credit. we haven't reported as late payment before.
could you please help us to fix our credit score so we can refinance our home loan.
I have attached a copy of my credit report. you can see that XXXX and XXXX over 90 days.
I don't understand how come XXXX and XXXX are over 90 days when they are not 60 days away yet.
|
| 07/15/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
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Web |
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I have 2 credit cards with Citizens bank. Ive been a long time customer of theirs.
I had several hundred dollars worth of cash rewards on both cards.
I called in at the beginning of this month, asking if I could use the cash rewards to make my payments for each respective card, money is tight as my wife is out of work.
In both cases the representatives said that was perfectly fine, I verbally gave them permission and assumed I was all set until next month.
Today I found out that in both cases the Payment from cash rewards did not actually count as a payment, it just reduced my balance and this was not communicated to me.
So both of my cards are overdrawn now, with late fees that invalidated the cash rewards. If I had taken the reward as a check, and then paid with that money it would have counted as a payment.
This seems incredibly shady, the fact that two different representatives never thought to mention that a payment wasnt actually a payment for 2 separate cards on their due dates is troubling.
I called them, spoke to several people but they would not help.
I work for another bank, we have to keep perfect credit and up until now I had that.
|
| 05/28/2016 |
Yes |
- Bank account or service
- Checking account
|
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Web |
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I want to call attention to what I consider to be a load of XXXX. Currently, my checking account shows a direct deposit from my employer on XXXX XXXX ( today being XXXX XXXX ). Normally, I would not think anything of this, however it shows that amount as being available now.
The last time this happened, I took Citizens Bank at their word, and operated under the belief that my money was mine to use. They proceeded to hit me with {$100.00} in overdraft fees - for using money that they told me ( via their website ) was available. Out of the kindness of their collective heart, they refunded {$35.00} when I complained.
Now I see the same thing happening. However, I 'm smarter this time. I consider this practice to be deceptive and predatory. They 're dangling the carrot out in front of me, waiting for me to take a bite so they can charge me a bunch of fees. How is this even legal?
As a XXXX Bank customer, I demand an explanation for this wolfish practice. If there is no resolution, my wife and I will be taking our business elsewhere. I attempted to submit this message through XXXX Bank 's secure message site, but it was rejected for " exceeding the limits ''.
|
| 02/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I closed on refinancing the mortgage ( with Citizens Bank ) on my home on XX/XX/2022. The original mortgage was also with Citizens Bank. Payments for the original mortgage were made by auto-pay from my Citizens Bank checking account. During the application process the Citizens loan officer neglected to provide the document to stop auto-pay on the original mortgage. On XX/XX/2022 a payment was deducted from my checking account for the original mortgage which had already been paid off at closing.
I notified the loan officer, customer service ( several times ) and visited a branch. All except the loan officer insured me that the payment would be refunded. I wrote a letter to customer service explaining the problem. A representative contacted me and promised to intercede and call me back with an update. When he failed to call back, I called him and he insured me that the reimbursement check was mailed on XX/XX/2022. That contradicted information that I had received from customer service saying the payment was mailed on XX/XX/2022. It appears that Citizens Bank does not have a process or procedure in place to resolve my concern and they aren't working uniformly.
|
| 04/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
Complaint Number XXXX Follow-up Unfortunately, I have to turn again to assistance from CFPB since my attempts to get any status on my loan application were unsuccessful.
Processing department XXXX XXXX XXXX XXXX, loan officer assigned to my loan XXXX XXXX XXXX XXXX, operation manager ( XXXX XXXX XXXX completely ignoring my email, voice messages.
I received a call from the Chairmans Office XXXX XXXX XXXX XXXX, who got involved because I filed formal complaint with CFPB, but he also does not have ANY information from operation. They completely ignoring him, and provided false information.
Because of their misconduct I already have financial loses, and if I would not be able to close and will maintain my existing rate for rest of my terms, I will accrue loses between {$110000.00} - {$140000.00} in interest.
It does not look to me they are interested to give me this loan and rate for following reasons : 1. Rate much lower than current market rate ; 2. They do not see me as their potential client as bank pushing to get additional business - to open saving, money market or retirement accounts based on my age XXXX. I see this as clear violation of Elderly Law.
|
| 09/11/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
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|
The bank has a program if you open a new account is supposed to credit you {$400.00} if you had to do anything and theyre telling me that because I didnt deposit XXXX in one lump sum They will not qualify me for the program nowhere does it say deposit XXXX in one lump sum is this make Direct deposit in the sum of XXXX or more dollars Ive made deposits in the sum of way more than {$500.00} what they do is they intentionally break up my payments so I dont come in at {$500.00} Im going to send documentation to show this this bank is the scummiest dirtiest bank Ive ever dealt with their customer service will yell at you theyll hang up on you they wont return your calls theyll say they return your calls they wont they lie this is a very dirty bank I dont recommend anybody using it Im so disappointed that I close my original account and open an account with this company if look online they have long history of doing this I will not stand by and be taken advantage of our be lied to want to file his complaint and if nothing happens with this Im going to move further with contacting a lawyer Ive had money stolen from the ATM they wont return it there just a bad bank
|
| 04/29/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
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Web |
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Customer of XXXX for 15 plus years. Recently became Citizens customer as a result of their merging.
Currently have approximately {$31000.00} on deposit with Citizens.
On XX/XX/XXXX I initiated transferring just under {$10000.00} more to Citizens from XXXX XXXX XXXX Bank. Citizens pulled the money but never credited to my accounts. Showed a pending completion date of putting money in our accounts in the year XXXX XX/XX/XXXX I called Citizens to work on correcting problem and subsequently close accounts. Spent HOURS on the phone XXXX, XXXX, XXXX, XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX helped us revoke our authorization to transfer and got back all of our transferred funds ( just under {$10000.00} ) XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX I called Citizens, emailed them AND sent a notarized letter requesting to close the accounts XX/XX/XXXX they initiated the process to close the accounts XX/XX/XXXX they closed our accounts totaling just over {$31000.00} As of XX/XX/XXXX, they still have not cut us a check for our money. Representative indicated that they are having troubles cutting checks and it is unknown when money will be returned to us
|
| 04/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
: I have been receiving my survivor benefits through Citizens Bank since 2013 on the third Wednesday of every month. I received two separate payments on the same day for XXXX. As of XX/XX/XXXX I did not receive them. On that day I reached out to Citizens Bank CUSTOMERService and that is when I was told that Citizens Bank closed my account without letting me know so I couldn't make the proper attires to change over my information with the IRS to direct deposit to another account. When I was on the phone with Citizens Bank I was then told my account had been closed and my money was returned to the US Treasury. So I contacted SS and I then received a letter a week later saying that my money was deposited to my account and never sent back. So again I contact Citizens and had someone tell me that they don't have any record of the deposits. I finally found the recovery department number. Which I finally got somewhere with. That was 3 and 1/2 weeks ago. I just called again. They said that check processing still hasn't sent it. I am now livid. This affected my bills and how I live. It is my only income. Something needs to happen. That Bank has communication issues.
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| 04/15/2020 |
Yes |
- Student loan
- Private student loan
|
- Dealing with your lender or servicer
- Trouble with how payments are being handled
|
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Web |
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I took out a private loan in XXXX for {$20000.00}. I had been in school from that time XX/XX/XXXX. In XX/XX/XXXX my private loan was taken out of deferment and put in to repayment. I was informed I was in default in XXXX by a call from their recovery department. I explained that i was still in school and they advised me to contact Citizens Bank Student Loan department. When I contacted Citizens I was told that it should not have come out of deferment while I was in school but since it was written off there was nothing they could do. I talked to multiple employees and received the same information. In XXXX of XXXX I began paying small amounts to the recovery team on the loan. Every month it hits my credit report as a charge off causing my credit score to take a hit. They will not move my account back to their Student Loan department, they will not show that it is in good standing even though I am making payments, and told me the only way to remove it is to pay it in full. I believe that they made an error, as told to me by their employees, that is hurting my credit score, effecting my clearance ( I work for the XXXX XXXX XXXX ), and harming my credit report.
|
| 10/12/2016 |
Yes |
- Bank account or service
- Checking account
|
- Problems caused by my funds being low
|
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Web |
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XXXX I am writing regarding a previous complaint. I submitted the complaint ( 9 ) days ago. The # CFPB gave me for it is above. I tried to " CHECK STATUS '' but the page it jumped had no info. The complaint history - on a different page - states : Sent to Company.
I received a phone msg. from the XXXX office on the XXXX or XXXX, asking me to call them. I have called ( 3 ) times. No other messages were forthcoming and my calls where not returned. I have no idea what the status is and my account and the fee money remains with the bank.
The complaint is regarding fee and charges that were unfair and excessive. I post dated a check and it was cashed early with a {$6.00} short in the amount to clear it. Since the check was cleared EARLY, I received {$95.00} in fees. The fees are disproportionate to the shortage. The banks are allowed to charge outrageous fees.
The account is a small business account. I paid out {$600.00}. to employees in cash because I could not use the account.
Another fee was charged when a campsite establishment made an unauthorized use of a debit cards " on file '' and ( 5 ) days after our stay used the wrong card, caused another fee.
|
| 08/16/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
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|
Web |
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I filed a previous complaint with the CFPB - CFPB Case Number XXXX. In response to this complaint, XXXX XXXX from the Office of the Chairman at Citizens Bank informed me that " as of XX/XX/2021, your checking account ending in XXXX has been closed in a manner which it can not be re-opened. '' However, shortly thereafter, the checking account was re-opened, and Citizens Bank charged me approximately {$140.00} in overdraft fees. They also placed my account with their collections department. As the account was closed and I could no longer access it through my online banking, I did not know it was overdrawn and was obviously not aware it was assessing charges. I spoke with Citizens Bank about this issue, and I was told a request was made for this money to be refunded. Several weeks later and the money was not refunded. I also contacted XXXX XXXX, the representative that handled my other case, several times over the last 3 weeks, leaving a voicemail twice. Despite my attempts to contact XXXX, and her voicemail stating that she returns calls within 24-48 hours, she never called me back. I want Citizens Bank to do what they originally agreed, and refund my money.
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| 08/29/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Older American, Servicemember |
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In XX/XX/2021 I received an e mail from Citizens One stating that I owed them money for something called XXXX XXXX XXXX I called attorney general office in West Virginia where i live and they told me to disregard it. I have applied for no loan at this company. So every month I would receive e mails and i did not open just deleted. After two months I received another e mail for more money so i checked my credit report to make sure this was not on it. It shows on my credit report and past due amounts. Last e mail i received that i opened says i owe XXXX by XX/XX/XXXX. I called citizens on they are affliated with Citizen Bank in Rhode Island. When i called Citizen One they wanted my social security number and date of birth which i told them if i supposedly had a loan they should have it and did not give it to them. They said they were going to put fraud on account and would send out papers to fill out in next 2 weeks. I contacted all three credit bureaus and put freeze on all three. I called Citizens Bank to check to see if I had loan there since they are together. They said no. This was all done on Friday XXXX. Thank you for your attention to this matter.
|
| 07/31/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American |
|
In late XXXX we were suddenly unable to access our joint savings account at Citizens Access. My husband and I could log in, but it said, " you have no account. '' At first I thought our account had been hacked, but I called and the agent could see our account was intact. They said to wait a few days and we should be able to access our account as normal.
That was a month ago.
We can still not access our account or funds. We can not see any statements or documents.
We called Citizens Access again XX/XX/2012, XXXX and XXXX. Each time they apologized and said it is a technical error and they opened a ticket and they were working on it. But no resolution.
The last time, my husband demanded they at least email us a verification of deposit so we can prove we have this account, because we can not even see the balance. They emailed us that paper, but now it is XX/XX/XXXX and we still can not see the account as of today.
Please help. Citizens Access has done nothing to correct this problem.
We feel as though Citizens Access has stolen our money.
I understand that Citizens Access is owned by Citizens Bank, which is owned by Citizens Financial Group , Inc .
|
| 01/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XXXX of 2021, my mortgage payment increased by approx XXXX. After reviewing my paper statements I have identified the increase was as a result of my escrow ( taxes & insurance ). However, looking at the past several years my tax and insurance bills have only increased very slightly. I do not understand why my escrow would increase so substantially each month.
To look into this further, I have been trying for days to access my mortgage account with Citizens XXXX XXXX. Normally I access my account using the app, but they recently XXXX the map because they are merging with the banking app. Because I do not have a Citizens bank account, I am required to enroll again with a new username and password in the new app. When I attempt to do so, none of my credentials are recognized including my SS #, name, etc. I also tried to enroll on the citizens website with the same result. Finally, I have called the citizens helpline ( s ) 5 times and been put on hold for over an hour only to be dropped. I also reached out to my loan officer today.
As a result, I have no explanation to my escrow increase and no ability to speak to anyone or access my account online.
|
| 09/16/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
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|
I did not receive a expected deposit. I was told the deposit was tried. I was told the deposit would come from a citizens bank in XXXX CT Same bank different location.
Beneficiaries are not required unless it is a trust account.
The Bank is not required to and does not accept a wire if an account is not established in the name of the beneficiary. Bank records confirm, Citizens has not received a wire of any amount listing you as the beneficiary. Should the bank receive a wire listing you as the beneficiary, the wire will be returned to the initiating bank if an account with Citizens has not been established. I hope this correspondence has addressed any concern you may have had regarding this matter. Please be assured Citizens commitment is to provide you with the highest level of customer service and consistently exceed your expectations. Should you have any additional inquiries, please contact me directly at XXXX during my office hours of Monday through Friday from XXXX XXXX until XXXX XXXX Eastern Standard Time ( EST ). Respectfully, XXXX XXXX XXXX Office of the Chairman CC : Consumer Financial Protection Bureau ( CFPB ) CFPB Case Number : XXXX
|
| 03/28/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
In XX/XX/XXXX, I purchased a new vehicle and financed a small portion of the amount. I received an introductory letter from the company which indicated I could set up auto payments, which I immediately did through the loan company 's website.
In early XX/XX/XXXXI received a statement from them indicating I missed my payment and there was a late fee charged. On XX/XX/XXXX I called up the company to straighten this out. Their representative looked up my account and said I was not in their system for auto pay. I then made my payment on the phone, including the late fee, which I asked to have removed and they refused to do. I then had this person assist me in setting up the auto pay. Once it was all set up, this individual put me on hold and checked the system to make sure I was set up in the auto pay program. They came back on the phone and informed me everything was set up. On XX/XX/XXXX, I called again and asked the person who answered to make sure I was set up in auto pay. They put me on hold to check. When they came back on, they informed me I was not set up with their autopay system. This sounds like a scam to make more money by charging late fees.
|
| 09/10/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
On XX/XX/18 I was charged an Overdraft fee of {$35.00} because I did not have the funds in my account to cover a check. That is fine, that was my error.
On XX/XX/18 I deposited {$120.00} & {$100.00}. One check covered my overdraft from XXXX and the other was additional funds for my account. An auto-deduction of {$64.00} hit my account on this same day ( XX/XX/18 ) and my bank charged me another {$35.00} OD fee which should not be charged since the funds I deposited hit my account the same day.
This seems to be a constant problem with Citizens Bank. This is my 3rd complaint against Citizens Bank for doing this exact same thing. I could see if my deposit had not cleared my account but it had cleared my account the same day and was available for withdraw.
I have written to Citizens Bank about this and get the same response, nothing. I refuse to call them again and get into a discussion with them over this because they will justify it by saying the withdraw hit before the deposit. This is not true if they both hit the account on the same day.
Would you please contact them and have the {$35.00} returned to my account. Thank you!
XXXX XXXX XXXX
|
| 08/19/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
Tried to increase a HELOC amount from $ XXXX to $ XXXX to buffer our remodel and pay off some other debt, but the lender, citizens bank never got back to me until I responded with an email on ( applied in XX/XX/XXXX ) XX/XX/XXXX. I was denied. Filed another application with my husband on XX/XX/XXXX, never heard back until XXXX. So now Ive gotten a few more credit checks and had adversely affected my credit score. Were in the middle of our remodel and now living in temporary housing with our rent being XXXX a month. I begin to look for other banks hoping to find an additional XXXX to cover us. More credit checks. Which affects my score.
At this point, weve got about {$12000.00} to finish our job. The bank then suspends the XXXX saying that were unable to pay for financial reasons. Plus they had pulled another credit report. Weve been paying our loan as required.
Went to the bank to see if anythings could be done, but nothing. We had to submit a request form for the $ XXXX.
We dont and can not live in our apartment until this remodel is completed.
So were going to be homeless and have a useless $ XXXX apartment sitting there empty.
Help us
|
| 01/25/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2021, I sent my regular mortgage payment thru my credit union by bill pay to Citizens One Bank. My credit union has verified that the money was sent, the bill pay company verified the money was sent, and Citizens One bank has verified the money was received. The problem lies in that Citizens One received the payment with additional principal of {$1400.00} was received but it was applied to the principal only. I pay {$650.00} for my mortgage payment and send in an additional amount of {$800.00} to be applied to the principal for a total of {$1400.00} every month. I make all my payments on or about the first of every month. I have called numerous times with a total on hold wait time, to speak to someone in customer service, of 11 ( eleven ) hours. Every time I call, I am automatically routed to collections and have to go through a lengthy verification process, just to be able to say " I want to speak to customer service ''. My good name, my credit score/history, and my good standing in the financial community are in jeopardy due to this situation. I am at my wits end, I simply want this rectified! I will provide any documentation requested.
|
| 01/07/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
I am trying to get a payoff statement from the company with the daily per diem and wiring instructions because I have secured another loan to pay off the company due to historical issues with Citizen 's not sending me statements. I have inquired several times to get statements and even filled out the proper paper work. Citizen 's is claiming that the issue is with my address. The property is at XXXX XXXX XXXX XXXX. There paper work states street - they say when they call the tax office to have it corrected, the tax office confirms it is street. Not true at all - I called the tax office myself and they advise it is XXXX XXXX and has always been XXXX XXXX. I believe they are purposely withholding information from me in order to charge me late fees. After securing the other loan, I have spent the past 2 weeks attempting to get a pay off letter sent to me without success. Every time I call the wait time is in excess of 10 minutes and then they put me on hold and do not come back to answer the phone. I believe this behavior is retaliatory in nature. All I want is a pay off letter from this company so I can pay them off and stop accruing late charges.
|
| 05/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
This is corresponding to the Case XXXX with Franklin American Mortgage Company. As Franklin American Mortgage Company representative explained, The payment was submitted but just in 2 half payment every two weeks, since when I signed for the mortgage, and was advised to make 2 payments, half of every two weeks to reduce the interest and that is exact what I do as I was told to do. The I received the phone called from Franklin American Mortgage Company reps, the payment was made in full. I believed my credit and my wife credit should be corrected. Perhalp, this is not a late payment, but your computer was turned down my payment and called it a late instead.
I believed Franklin American Mortgage Company was using a credit reporting power to demolish a good credit individual such as me and my wife.
Consumer Financial Protection Bureau, please jump in and help since this is an abusing power to trash our good credit. PLEASE HELP IN GETTING MY OUR GOOD CREDIT BACK. and please if this is a single individual abusing the company 's power, this individual not need to be working anymore, since this is a loving country.
Sincerely, XXXX XXXX XXXX # XXXX
|
| 06/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
We have a mortgage with Citizens Bank on auto pay since XXXX. Suddenly XX/XX/XXXX we can't pay our mortgage. All payments are reversed. Payments are coming from our XXXX XXXX Account, which they forced us to open with the mortgage. Concerned about staying current, we transferred over {$3500.00} from the XXXX XXXX to the XXXX XXXX, which was shown as removed from our checking account but was NOT credited to our Mortgage. We spent hours and hours on the phone, only to be shuttled between Banking and Mortgage departments. No one could explain or help us. Finally, they said that we changed the account number on the Checking account, which the online banking portal does not allow a consumer to do. They promised us a call back, which they did not honor. We made a phone payment from a checking account with another bank, but we are not sure that this will be credited to our Mortgage, thought the money is showing debited from the other checking account. It looks like they are stealing our money. My husband and I have each spent hours on the phone with them and they can't give us any explanation or help us in any way. Very concerned about what to do next.
|
| 11/13/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
Hey, This merchant - XXXX XXXX has first charged me {$1000.00} for my security deposit and then charged me again for {$450.00} as they have access to my Card from the last transaction. I have rent due in a week and this total of {$1400.00} is really needed as they have access to my card and decided to take {$450.00} directly from my bank! I did not try to authorize them to have access to just take money from my account and I was supposed to get the {$1000.00} deposit back! Can I please get this refunded please! It is very urgent. I returned the vehicle in perfect condition and they said I would get my {$1000.00} back. Please help me.
Also you can see theb {$1000.00} was held for a couple days and was never returned they charged it like a week later even when they told me verbatim I will be getting the {$1000.00} back! Then they decided to take {$450.00} from the bank account since they have card info! I have rent due soon please help. They literally just took the {$1000.00} I was supposed to get back per their agreement and everything and I need it refunded! There is another case in which they decided to take even {$450.00}.
Best, XXXX XXXX
|
| 01/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/22, at XXXXXXXX XXXX, I tried to access my checking account using a XXXX XXXX ATM located at XXXX XXXXXXXX XXXX XXXX PA XXXX # XXXX My checking account is with Citizens Bank, but the XXXX XXXX ATM was close to a restaurant where we had reservations. At first the ATM said " The card monetary limit exceeded please contact your financial institution. '' I tried to withdraw a lower amount but received a similar message that this withdraw could not be completed. Later the next week, when going online to see what my balance was, I noticed a {$400.00} dollar withdraw and several transaction fees. I quickly filed a complaint with Citizens Bank.
Citizens Bank has refuted the claim that any fraud has occurred. I can not contact them directly, and they have failed to speak directly to me, nor have they asked for copies of the ATM printout. I have contacted the XXXX XXXX branch and per their teller, they have never heard from Citizens Bank regarding the transaction.
I have made several phones calls ( they can not forward your call to the dispute department ) and have spent a lunch hour in a branch office, trying to recover my lost {$400.00}.
|
| 11/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
In XX/XX/2020, I was on a forbearance plan with Citizens One. They offered me a loan modification to put my missed payments on the back of the loan. I called every month because my bill did not reflect that the payments had been put on the back half off the loan yet. I was assured every month that I was approved and even received the {$250.00} gift card for XXXX that I was promised in the letter in XX/XX/2020. In late XXXX, I received a letter stating, that Citizens had made a mistake and that the terms of my current loan did not allow for the modification.
I am wondering if, this is legal, and also why did it take 9 months to deny me. Also, I have been told that this is normal to happen, and that ( after 9 months of thinking I am ok with payments ) I now owe {$12000.00} to catch up my mortgage. I was given the option to re-apply for a modification ( which I did ) but I have heard nothing still. I have called several times and can not seem to find anyone that cant tell me what is truly going on.
Citizens loan # XXXX Estate of XXXX XXXX, C/O XXXX XXXX XXXX XXXX have also sent them al documentation showing that I am executor of the Estate etc )
|
| 09/04/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
On XXXX/XXXX/2015 I received an overdraft fee in the amount of {$35.00}. I was told by the manager at the XXXX branch that it was caused by the XXXX XXXX preauthorized debit. As you can see on Document # 1, XXXX XXXX was posted to my account on XXXX/XXXX/15. Then on XXXX/XXXX/15 I was able to withdraw {$130.00} out of my account because I had sufficient funds available. As you can see, on XXXX/XXXX/15 I had a balance in the amount of {$5.00} which would have covered the XXXX XXXX transaction. Once again, this a plot to take money from the consumer. I asked the manager what time did the preauthorized debit post, she did n't have an answer but she told me what time ALL the other transactions posted. The bank is refusing to give timestamps for preauthorized debits just so they can get the overdraft fees. As I explained to her as well if XXXX XXXX was the transaction that overdrew my account, then why does n't it reflect on my statement. There are no parentheses showing that my account was in the negative at any given time. Anytime your account is in the negative, it will have parentheses around that item. So either way this is deceptive practices.
|
| 07/02/2015 |
Yes |
- Prepaid card
- General purpose card
|
- Unauthorized transactions/trans. issues
|
|
Web |
Older American |
|
I put {$300.00} on a prepaid credit card and only spent on a purchase with XXXX in the amount of {$10.00} and XXXX purchases of {$1.00} each with Silhouette. I went to use it again in 2015 and checked my balance and there was no money left on the account. There were XXXX transactions that I did not make to a XXXX XXXX XXXX in XXXX XXXX XXXX CA. I do not even live near XXXX XXXX XXXX or shop in the vicinity. I filed a complaint and sent them the receipt for the card that the XXXX 's XXXX where I purchased it in XXXX XXXX was so kind to give me. I then received a letter stating that they had no response from me and that the transactions appeared valid. They then closed my case even though I attempted to communicate with them by Fax several times.
They have never answered any of my faxes. I have not tried to reach them recently since my husband was very ill and I was unable to deal with this problem. But I am now trying to get help to make some attempt to resolve the matter. I do n't believe the credit card company made any attempt to investigate but is just keeping the money and making it difficult to communicate with them.
Sincerely, XXXX XXXX
|
| 04/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
Attention XXXX XXXX and or XXXX XXXX, This is concerning CFPB Case Number XXXX that was filed concerning missing direct deposit tax refund checks. I have the reference numbers and tracking number of the missing electronically filed and deposited tax refunds. The first year is XXXX state XXXX and federal XXXX. Then XXXX XXXX, and XXXX federal XXXX and state XXXX. These are the tracking numbers for XXXX, XXXX and XXXX. The XXXX federal return I can't seem to locate and I received the XXXX return delivered in the USPS mail. I have talked with XXXX XXXX and have been contacted by XXXX XXXX XXXX concerning the missing funds. These funds were to be direct deposited into the Citizens Bank of XXXX XX/XX/XXXXXXXX XXXXXXXX XXXX on XXXX XXXX in the XXXX XXXX XXXX in the XXXX XXXX XXXX XXXX XXXX XXXX would appreciate your immediate attention to this issue and I have filed these transaction numbers with the Federal Trade Commissionor and the FDIC Bank Insurance. I am required to file taxes since my AGI is above {$25000.00} by federal law and I receive my correct amount at the end of the year.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Pa XXXX XXXX XX/XX/XXXX
|
| 08/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
XXXX is the previous complaint. There has been no resolution to me trying to leave forbearance making monthly payments and still having bills that say nothing is due and not showing any payment. Also, they are trying to increase my payment amount, even as interest levels are falling way below what I am financed at with no offer or possibility offered when I ask for help. Last time I called I was told that I wasn't even supposed to be making payments, which like always was a different story, so I stopped and I am looking at the bills right now that say XXXX due and that my loan is in forbearance. However, now I am getting late notices with fees attached. How can I possibly be charged a late fee when I am still showing that I am in forbearance with no XXXX due and the company is unable to update my account even though I have given them more than {$8000.00} in the last few months. This has been the most stressful experience of my life and Citizens One has been entirely unhelpful. There is no standardization of responses and every time I call I get a different response, so certainly some of the responses I have been given are false if not illegal.
|
| 07/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/XXXX Citizens bank charged me an overdraft fee of XXXX dollars and my account never overdrafted When I tried getting it fixed I got every excuse from you cant see what we can see on the app we provide you so you need to log into a computer and check your actual account to make sure they match clear to the transactions that you have your card set to not be able to make if you dont have money overdrafted it, to we cant just take XXXX dollars out of your savings so you dont overdraft your account even though you have it, we instead need to charge you XXXX and it doesnt matter if you have it set up to not be able to use your card if its going to overdraft I am sending pictures They charge what I can see and what days things are where on my ledger constantly and I feel like its a dishonest deceitful means to obtain overdrafts from ppl who had money in their accounts and wouldnt normally do it Its shady Its unethical And they need to go by what they show the customer on their ledger and not use the excuse well you cant see the same stuff I can Ok why??? Thats disturbing My version of my money I let Citizens hold, shows I never went into red
|
| 05/31/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
On XX/XX/2021, I reported to Citizens Bank, in XXXX, NY, that it appeared that my checking account had been affected by fraudulent activity. Despite my strong password, somehow, an internet site called " XXXX XXXX XXXX XXXX CA '' seemed to have infiltrated the XXXX website and debited my account. Citizens did eventually credit the account pending an investigation. However, as a result of that fraudulent debit, a recurring bi-weekly transaction that I had scheduled for at least 6 months resulted in an overdraft status. Despite my attempt to credit the account and transfer funds to cover the debit transaction, Citizens Bank has continued to charge my account multiple overdraft fees of {$37.00} and subsequently began charging me " sustained overdraft fees '' of {$30.00}, seemingly every other day. This is so ununscionable, it's mind-boggling.
This experience is really causing serious hardship for my finances and my mental health.
I am already being impacted by reduction of income and funds due to COVID-19 which has now been exacerbated by this fraudulent activity that appears to have been caused by lax security systems on the Citizen website.
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| 11/08/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Personal line of credit
|
|
|
Web |
Older American, Servicemember |
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On XX/XX/2023, I met with XXXX XXXX at XXXX XXXX XXXX about exiting my timeshare. During that conversation, I unknowingly signed paperwork that opened up a {$20000.00} line of credit with Citizens Pay. I never discussed the need for a line of credit nor did I approve opening any account with a financial institution that I was not already dealing with.
On XX/XX/2023, I went back to XXXX XXXX 's office because something did not feel right. He was not available to meet, and I was told that I would have to speak with XXXX XXXX. No one else was available to help me.
On XX/XX/2023, I received an email saying that I had been approved for a line of credit with Citizens Pay.
On XX/XX/2023, I mailed XXXX XXXX a letter with a formal cancellation request. He did not respond to that letter.
On XX/XX/2023, I reviewed the paperwork with my daughter and we put a fraud alert on the Citizens Pay account. We also cancelled a XXXX XXXX XXXX that was opened without my knowledge during the XX/XX/XXXX meeting.
On XX/XX/2023, I received a letter from Citizens Pay dated XX/XX/XXXX saying that I had 14 days to respond. The address on the letter is incorrect.
|
| 01/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
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|
Web |
|
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Citizens credit card corporate office in XXXX RI I ordered a stationary bike for {$120.00} from XXXX on XX/XX/XXXX ; i decided to cancel the order on the above mentioned on XX/XX/XXXX I was charged on my citizen credit card {$120.00} on XX/XX/XXXX, was credited for cancelled purchase.
Then on XX/XX/XXXX was billed again for same item stationary bike {$120.00}, issued a credit once i called on XX/XX/XXXX.
Then again on XX/XX/XXXX billed again on my credit card {$120.00} I filed disputes with Citizen credit card regarding this constantly being billed for this above mentioned item, that i cancelled and NEVER received!
Dispute dates : XX/XX/XXXX XXXX # XXXX claim number XX/XX/XXXX XXXX # XXXX claim number XX/XX/XXXX XXXX # XXXX claim number XXXX # XXXX NO ONE ever gets back to me by mail, email or phone regarding this issue, and now they have charged me interest on this erroneous charge!
I have a very good credit score, and pay all my bills in full every month.
Please help correct this incorrect charge of {$120.00} plus the {$10.00} interest on this incorrect charge. ASAP Thank you XXXX XXXX XXXX ... XXXX XXXX XXXX ... .XXXX, delaware XXXX
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| 07/25/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
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|
Web |
|
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On XX/XX/XXXX I had XXXX overdraft my citizens account.
On XX/XX/XXXX I deposited enough to bring my account to over {$5.00} positivbe on XX/XX/XXXX XXXX overdrafted again, and they charged a " Sustained '' overdraft fee. The legal definition of sustained is maintaining without interruption.
On XX/XX/XXXX my wife called Citizens and was rudely hung up on, I called back and had the following phone conversations : Name : XXXX ID : Refused Role : Customer Service Agent Notes : XX/XX/XXXX - Went Below XXXX.
XX/XX/XXXX - {$5.00} Above Zero.
XX/XX/XXXX - Went Below 0. Sustained OD Fee even though I was above 0 for 3 days.
Name : XXXX ID : Refused Role : Customer Service Supervisor Notes : Refused the call because I was recording and put me on a XXXX hold.
Name : XXXX ID : Did not ask Role : Customer Service Agent Notes : Asked for Supervisor immediately Name : XXXX ID : Refused Role : Customer Service Supervisor Notes : XXXX agreed that the timeline matches my claim, she agreed that the fee should be waved, but would not guarantee it would be. I ended the call there, if they can not give a guarantee, they can deal with you guys instead.
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| 12/17/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
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The bank returned my XXXX XXXX payment to me. I 'm asking you will ask the bank to reverse their action, because I 'm not responsible for the delinquent taxes in XXXX or the current at the time taxes XXXX. The title company took the money out for taxes, before I got the loan. Is there anyway to make the bank more accountable for their actions?
I 'm asking you to treat this manner with great urgency. My homes dependency is riding on this matter. I have made all of the loan payments on time. I have also paid the taxes, on the following years, which are included, in this complaint, as well as the settlement statement, that I received when closing on this loan. I have made XXXX XXXX dollars additional on the loan this year, and made XXXX XXXX dollars additional last year. I do n't have a issue paying the notes. I have and issue with the bank, being responsible. I do n't have proof of XXXX or XXXX 's paid taxes, because they were to be paid by the title company XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX XXXX RI XXXX XXXX I called that company, several times. The person handling that case was n't in they did n't call back.
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| 10/25/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with additional products or services purchased with the loan
|
|
Web |
Servicemember |
|
My Boat loan is through Citizens Bank of XXXX XXXX and had extensive damage during hurricane Irma. My insurance company immediately issued a check for the repairs on XX/XX/XXXX for {$22000.00} dollars. Because of the lien on the boat I sent it directly to the Citizens bank of XXXX XXXX explaining the status of the boat and how important it was for immediate repair and requested that the check be be returned to me as soon as possible. I followed up on the the status of the check a week later and was told that they could not tell me the status even though I provided the USPS tracking number. I called again numerous times and was never given the status. Finally, after 6 phone calls on XX/XX/XXXX I reached a loan officer that told me I would not know when the check would be returned until the bank chairmen 's meeting. The bank has now had the insurance companies check since XX/XX/XXXX The supervisor could not tell me when the meeting would be and not to call the bank again .... the bank would call me. Meanwhile I have a boat in XXXX XXXX that has only temporary repairs and could be severely damaged and possibly lost with even a moderate storm.
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| 05/03/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
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On XXXX I unknowingly overdressed my account by XXXX cents. On Tuesday XXXX a {$50.00} deposit had funds available, at XXXX XXXX I double checked my account balance then went to get groceries. On the morning of XXXX I woke, checked my account and saw that I was charged an overdraft. I called the bank, the representative explained to me I overdrew my account by XXXX cents on Monday. Overdraft fee # 1 was charged on XXXX ( which must have been after XXXX XXXX, because I checked my account and went to get groceries ). She then told me that another overdraft fee is going to be posted to my account because I used the funds from overdraft # 1, which then overdrew my account again and set me up for overdraft # 2. I asked if there was anyway I could dispute these and the domino effect that is following, she explained there was nothing I could do and then went on to sell me all the overdraft services. I 'm upset that XXXX cents is costing me {$70.00} and I 'm upset that if an overdraft fee is charged, it 's not posted in a timely manner or that I 'm not notified in a timely manner so I can avoid future charges and the domino effect that could happen.
|
| 02/28/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
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|
Web |
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We applied for a loan with Citizens Bank and received confirmation on XXXX XXXX 2017 at XXXX. We called XXXX to get all the payment details only to find our first payment was due XXXX XXXX. 25 days after finding out our loan was accepted. We then requested to set our payment up on XXXX XXXX each month. This would be auto paid. They told us they can not change the payment date. The rep said the repayment starts 30-45 days after the funds are sent. We are at XXXX so it is n't even following their own rules. The rep then told me to call Citizens to ask them to change the date. I call Citizens and they tell me they ca n't change the date but XXXX must. I ask what the grace period is and the representative says " your loan does n't have a grace period. '' So I call XXXX back and they inform me a supervisor will call in 24-48 hours. I call XXXX back and they tell me again they set up payments in 30-45 days but mine is still set up in 25 days not enough time to get my funding spread out without double paying. We this time just request XXXX XXXX 2017 as the first payment. This request is denied despite being within 30-45 days per the representative.
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| 06/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I enrolled within a COVID-19 forbearance plan offered by my lender. The program was 18 months in total, which I was in monthly communications with both my lender and the 3rd party servicing company which serviced the forbearance plan. I followed all rules and regulations communicated to me via phone conversations and online instructions. Upon completion of the 18-month forbearance, I was instructed to make payments directly to the loss mitigation department, of which I have completed 4 transactions to date. All payments were applied and withdrawn from my corresponding checking account.
I am still waiting for my paperwork, as I have only received payment confirmations via US mail. Per the guidelines set forth in the program, I should not receive any derogatory impact to my credit. Upon a monitoring alert and subsequent inquiry, I was indeed reported late ( 120+ days ) by my lender. I immediately informed the loss mitigation department upon discovery, where a dispute was then filed. I followed all verbal instructions given by the representative, who also had to make appropriate adjustments within my file to reflect the payment transactions.
|
| 12/03/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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1. I shopping and compare HELOC product between two banks 2. XXXX XXXX offer XXXX and higher rate and can not compate with XXXX XXXX 3. I inform XXXX XXXX list as second lien position and reduced loan amount cause I choose XXXX XXXX to be the first lien XXXX with better rate.
4. XXXX XXXX loan officer aware the XXXX offer {$400000.00} was accepted by me and willing to reduced loan amount and will to accept second lien position.
4. 4-5 days after closing, XXXX XXXX disapproval closing and accused me to defraud loan and decide to ending and close all bank relationship ( loan and checking account ) Report to credit bureau that I tried to cheat and scheme loan.
5. I proper disclosure XXXX XXXX to XXXX XXXX loan dept through email and phone, all intake units aware that I used XXXX XXXX as first lien position and bank still disreagrd all fact and prepare me to close loan as they are the first lien position.
6. due to their neglect & illegal sale stragy, Fraud and claim dept verdict me that I cheat their loan and report to credit bureau I lie on the loan application, My credit score drop from XXXX ... .. and record will stay for 7 years ...
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| 02/09/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
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In XX/XX/2022 I ordered a made to order cat tree from XXXX & XXXX in XXXX, FL for {$590.00} and paid for it with my credit card through Citizens Bank. A few months in I called Citizens to find out my options because I felt I wasn't going to get what I ordered. I was told by Citizens that all I had to do was file a claim. I filed a claim at the beginning of XX/XX/2022. It was denied because they said I waited too long. I contacted the office of the president explaining what happened and that I didn't feel it was right they denied my claim as I had called to ask what my options were and was told only to file a claim. There wasn't any timeframe mentioned. XXXX from the office of the president said she would call me back. She called this morning to let me know my claim was denied. I asked her what Citizens time frame is? How long DID I have to file a claim and where is this written? XXXX said " I have no idea ''. If the EMPLOYEES do not know how long I have, how am I expected to know? I'm taking this to you because I feel vehemently that this claim should not be denied as I was following the instructions given to me by an emplyee of Citizens.
|
| 02/18/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
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|
Web |
|
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In XX/XX/2020, I walked into a branch of Citizens Bank in downtown XXXX to address several charges on my demand deposit account. I was directed to speak to an agent. I did not note the agent 's name as I had no reason at that time to suspect anything was amiss. She told me one option to address my concerns would be to open a new credit card. She told me I could be approved right away and could transfer a balance from another card and that there would be zero percent interest for one year. She made no further oral disclosure. I do not believe I signed any disclosure concerning any " balance transfer fee. '' After I opened this credit card account, I saw an approximate {$180.00} transfer fee on the account. I tried to address this with Citizens Bank and was told, in effect, " we made a disclosure. '' I dispute this fact and consider the practice of emphasizing positive features of a credit card, while ignoring, concealing or disclosing only in " fine print '' in a quickly-presented electronic form -- perhaps with a catch-all " I agree to all terms and conditions '' disclosure, if one was made -- to be an unfair or deceptive act or practice.
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| 08/31/2019 |
Yes |
- Student loan
- Private student loan
|
- Struggling to repay your loan
- Can't temporarily delay making payments
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|
Web |
Servicemember |
|
I had a private student loan with Citizens Bank which was being serviced by XXXX. Evidently the amount of time I can have in deferment had reached its maximum time even though I am still in school and ALL other private and federal loans were in deferment.
XXXX closed out my student loan and sent back to Citizen Banks without notifying me of this. XXXX did state I was qualified for a temporary 3-month forbearance and then would have to make payments but I was not notified or informed of this. Citizens Bank charged-off the account and has refused to allow me to make payments as requested. Citizens Bank has refused to put anything in writing. XXXX record was sent to online inbox which is unmonitored and I never received a copy mailed to me and both Citizens Bank and XXXX have refused to show proof that I was mailed letter of account status.
Citizens Bank has wrongfully places charged-off on credit reporting agencies. This matter has been referred to California Attorney General and Depart of Education for formal complaint. I have filed complaints with credit reporting agencies and this issue has been sent to legal representative for review.
|
| 10/10/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
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I closed XXXX bank accounts with Citizens Bank RBS. After I closed the accounts, deposits were made electronically into those accounts without my knowledge keeping the accounts open. Citizens Bank never sent me a statement of any kind for years while they drained the accounts with maintenance fees. Once XXXX the accounts went negative on maintenance fees, they finally sent me a letter indicating I needed to pay the negative balance. I 've spent a lot of time talking to a lot of people to resolve this, but Citizens hides behind its electronic statement agreement that the statements were posted to their site and I should have accessed them. However part of that service includes email alerts when the statements posted, and those were turned off during the closing process of the account, so I never got any indication for years that these accounts existed any longer. Citizens refunded 10 % of the fees they extracted and refuse to help any further. I do n't understand how a bank can have my money to make money with while at the same time charging me maintenance fees for years and never sending me a statement of any kind for regulatory purposes.
|
| 06/01/2023 |
Yes |
- Debt collection
- Other debt
|
- Communication tactics
- Frequent or repeated calls
|
|
Web |
|
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XXXX XXXX has been calling me from several different phone numbers almost daily. On XX/XX/XXXX they were asked to stop contacting me. I told them I would refer them to CFPB and the FTC if they did not stop using robocallers to dial me from unblocked numbers. They threatened me with legal action and continued calling. Additionally, they refused to provide a name when asked and failed to substantiate a debt listed as " Citizens Bank ''. I have never held any account with Citizens Bank NA. I have attempted blocking their phone numbers and they call me from new ones.
XX/XX/XXXX - Called from XXXX. Asked them to stop calling me.
XX/XX/XXXX - Called from XXXX XX/XX/XXXX - Called from XXXX - Blocked this number.
XX/XX/XXXX - Called from XXXX - Blocked this number.
XX/XX/XXXX - Called from XXXX - Blocked this number.
XX/XX/XXXX - Called from XXXX - Blocked this number.
XX/XX/XXXX - Called from XXXX - Blocked this number.
XX/XX/XXXX - Called from XXXX XX/XX/XXXX - Called from XXXX XX/XX/XXXX - Called from XXXX - Blocked this number.
XX/XX/XXXX - Called from XXXX - Blocked this number.
XX/XX/XXXX - Called from XXXX - Blocked this number.
|
| 08/07/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
Hello, On XX/XX/XXXX a auto deduct in the amount of XXXX was withdrawn from my XXXX checking account by citizens one auto loan. At the time i was in the process of moving and among all the hectic planning i forgot auto pay was set up and called on the XXXX of XXXX and submitted a debit payment to citizens one auto in the amount of XXXX. After realizing what i had done, in XXXX i called my bank XXXX key bank ) and they reversed the debit payment from XX/XX/XXXX and the funds went back into my account. XX/XX/XXXX the payment for XXXX was automatically deducted and i was all caught up. Or at least i thought. In XXXX i got a phone call saying that my account was a month behind. XX/XX/19 i faxed over 36 pages from XX/XX/19 to XX/XX/19 of ongoing bank transactions showing all my payments are up to date and they have yet to correct this error. I have called multiple times only to get their response that their " research team '' is still reviewing it. My main concern is the impact this will have on my credit score. I thought that the bank statements were pretty black and white but i guess not. I would greatly appreciate any help you can provide.
|
| 03/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American |
|
I tried to withdraw my money and cancel my account XX/XX/XXXX, from citizens bank in XXXX XXXX XXXX XXXX XXXX, Massachusetts, I was told that Account is inactive, and that they will send a request to activate it, and it will take till the end of the day, I came in on the XXXX and I tried again and they said its still inactive, I I kept trying my ATM card and trying to go to the bank but the account was still inactive and I was not able to access my funds. Then I was told that I need to call citizens bank and I was given a number. on XX/XX/XXXX I called the CitizensBank number they verified all my information and they said that the account will be active soon and I will be able to access my funds. I kept trying for two weeks with the ATM machines and the branch in XXXX and I still dont have access to my funds.
On XX/XX/XXXX I calling citizen bank, and I demanded that I talk to a supervisor, the supervisor told me that she can only send an email requesting to activate the account, and that she will get back to me as soon as she gets a response.
Its been 22 days now. My account is still an active and I still dont have access to my funds.
|
| 08/25/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
Good Afternoon- I am embroiled in a problem with Citizens Bank regarding escrow insurance thats included in my mortgage payment but Citizens is not making the payments to the flood insurance carrier. As a result I have had to pay the premium since the inception of the loan over 2 years ago.
Last year they failed to make the payment to the carrier and I made the payment out of pocket to avoid cancelation. after a substantial effort Citizens finally paid me back the money I paid.
This year, I had to make the payment again due to their failure to pay the premium out of my escrow and now I can not get them to repay me the money I paid out of pocket.
Without exaggeration, I have contacted them over a dozen times in an effort to get my money back ( which is my money as I paid it into an escrow account ) and they will not return my calls.
To add insult to injury, Citizens is now sending me threatening letters accusing me of not paying my flood insurance bill.
Every time they fail to make the payment, I risk losing my coverage.
I am at wits end and do not know where to turn. Can you assist me getting this issue resolved?
XXXX XXXX
|
| 01/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
This borrower has a loan with Citizens one for which she obtained a loan modification back in XXXX 2016. She fell behind on that loan and was able to use the New York State Mortgage Assistance Program ( NYS-MAP ) to fully reinstate the loan. Soon after she receives a mortgage statement showing additional " recoverable fees '' that were never disclosed previously.In order to complete the NYS-MAP we requested that all fees should be added to the reinstatement quote and these fees are appearing after a reinstatement was done. We have tried reaching out to Citizens One who first acknowledged that there might have been an error to then claim that the fees are justified. Since then no matter how many pressing messages we left it 's been weeks of waiting for an answer, nothing no matter how we turn, they seem to avoid giving a real answer. They keep on calling borrower with different info and can not seem to show why she was given the " new fees '' added to her mortgage after her reinstatement. They try to justify them as Foreclosure fees but home was not in Foreclosure at the time.Therefore there were no need to add the total {$1500.00} fees.
|
| 09/25/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
Citizens Bank Credit Card Fraud Department on XXXX I lost my physical card and someone made fraudulent purchases. The bank contacted me and I told them it wasnt me. Even when I was on the phone someone was trying again the young lady informed me. After that I received a letter telling me Im responsible for those purchases after their investigation. I did not make any of those purchases and Ive been trying to speak to a representative from the claims department for 4 months now. They keep telling me that someone will contact me. The first time they said I have to wait 2 billing cycles. Then they said 14 business days and the last two times I called they told me to wait 72 hours. They said theres nothing they can do and I cant contact the claims department. So Ive been waiting on a call to get this resolved for 4 months now. At this point it feels as though theres nothing I can do l. Ive done my due diligence and Ive contacted them more times than I can count in this time period with not even a call back. I just want my funds back for the purchases I didnt make. Once again this is regarding the CITIZENS BANK CREDIT CARD FRAUD DEPARTMENT.
|
| 07/11/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Other transaction problem
|
|
Web |
Older American |
|
I am currently working overseas and was advised by my Bank that they could not transact an overseas wire without a personal visit by me to the Branch.
Accordingly, I flew back to USA.
I visited the Citizens Bank Branch in XXXX XXXX, XXXX personally on XX/XX/2023 and completed paperwork for an overseas wire transfer to XXXX. {$140000.00}.
I dealt with XXXX XXXX and the Branch Manager XXXX XXXX.
after 10 days, when the wired money failed to arrive, I contacted the Bank and was advised that the wire had been cancelled due to an error on their part.
The Bank advised : I was able to call the wire department to see what happened with the funds for the wire. The wire did end up being canceled due to typographical errors on their end.
The Bank acknowledged that the error was made by them.
I subsequently spoke with the Bank and asked them to reinstate the wire transfer.
The Bank stated they were unable to send the wire again unless I visited the Branch.
By this time, I had returned overseas.
This is a Bank error and they have made no effort to correct the error or reinstate the wire. I am now overseas and unable to call at the Branch.
|
| 05/20/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I reported to my bank that someone had gotten my bank info and I recently cancelled my debit card because of fraudulent activity going on. Everything was okay until 2 days ago. I went to the bank to withdraw from my account and I noticed that there was a preauthorized debit transaction of {$1400.00} on my account that I didnt authorize. I did not have my new debit card at the time neither. I filed a claim with the bank and they said it will take up to 10 business days to figure it out. I have had my claims rejected in the past and they seem to not take it seriously. Im not sure where this transaction came from or who may have my information but I am very concerned about not getting my money back as this is the only account I have with Citizens bank and all my funds were stolen from my account. I want to take serious action and I also filed a police report and told the bank to put the report number in my case file so that whoever may be investigating my claim, can understand that this was most definitely not me and I have no idea why that amount of money was able to be taken from my account especially when I have no active debit card.
|
| 05/14/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
My name is XXXX XXXX and my address is XXXXXXXX XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX Early this year I have closed my account Checking Account XXXX and my Overdraft Line of Credit account XXXX with Citizens Bank. XXXX XXXX XXXX XXXX, XXXX XXXX It took a while to ascertain that all the balances were XXXX before the account was closed. I never received a written confirmation of the account closing.
In early XXXX I noticed that Citizens bank reported a 30-day past due balance on my account which significantly dropped my credit score. I reached out twice to the Citizens ' customer service with the rep always assuring me there's no balance one my account and that they are not sure of the origin of the adverse credit report information.
When I finally got on the phone with a more senior rep named XXXX and can be contacted at XXXX, I was informed that I somehow have a {$7.00} balance on my account and since I have no account with them, I can not get a bill - neither in the form of a letter, or a phone call or an email. And the late fees are accumulating, and the fact that I am not paying is leading them to report to the credit agencies.
|
| 03/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
|
|
Citizens Bank solicited me to apply for a credit card with zero percent interest in balance transfers for a specified time.
I applied and indicated the dollar amount as to how much of a balance transfer I wanted and indicated the credit card company and account number as to where the balance would be transferred.
Eventually Citizens Bank contacted me and transferred money to my existing credit card for the balance transfer. The problem is that they didnt give me a large credit line which is their prerogative but without my permission they transferred most of the dollar amount of the credit line to my existing credit card company. This means they maxed out my credit card. A maxed out credit card reduces ones XXXX score a lot.
I called Citizens Bank and asked them to increase my credit line enough to increase my XXXX score which they wouldnt do. I then asked them to reverse some of the money they transferred to my existing credit card which they refused to do also.
The upshot is my XXXX score is reduced through no fault of my own. Citizens Bank should have never maxed out the credit card they issued to me without my permission.
|
| 11/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
Around XX/XX/XXXX, just like many others, I received invitations to open checking accounts with promotional offers from many financial institutions like Citizens Bank. After careful review of terms and conditions, I opened a checking account with a {$300.00} welcome bonus offer. I fulfilled all the requirements including the minimum deposit and set up direct deposits from my pay roll company. Ive attached terms and conditions for this offer to be reviewed and Citizens Bank confirmation that the account was succesfully approved with promotional offer XXXX and XXXX XX/XX/XXXX to receive the bonus advertised. On XX/XX/XXXX, after not receiving the bonus, I called Citizens Bank customer service for about an hour to find out that my offer was not honored due to a system error, being the code confused with a HELOC offer instead and the only solution provided was to wait another six months to apply again with no certainty about the amount of the welcome bonus then. This is clearly unfair and deceptive practices and I expect Citizens Bank to honor their terms offered considering that I complied with every single of the conditions required.
|
| 10/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Complaint : NOT OBTAINING THE DISCHARGE PAYOFF LETTER OF MORTAGE FROM BANK ( Citizen Bank ) Ref XXXX I am writing to complain against Citizens Bank for the lack of action to furnish the " discharge of mortgage letter issued by the Deeds Registry at XXXX County in New Jersey.
In earlier XXXX I sent the last payment of the mortgage in the mail with an additional fee to process the discharge of the mortgage. I was told to wait a month to receive that letter in the mail and as of today I have receive nothing in the mail. I called two times to the Loan Pay Off inquiring about the status of the letter but I was asked to keep waiting and I was assigned a reference number ( as showing above ). On XX/XX/XXXX, I sent a certified letter to the Loan Pay Off Department and a copy to the CEO and President of the Bank Mr XXXX XXXX to demand the letter. Just a week ago somebody contacted me from the corporate office Mr. XXXX XXXX, he left a voicemail at home and since then he did not return my calls. I do not need to speak with anybody else just I am demanding Citizens Bank to produce the discharge letter of my mortgage at once.
Thank you, XXXX
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| 10/05/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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Dear CFPB : I assisted my client in obtaining the attached modification. He does not speak XXXX. He signed the modification and it was received by the lender. He made payments on time pursuant to the agreement. The lender allegedly decided they needed to send a notary to his home to obtain a notarize copy. I am licensed notary. They allege they contacted the client by cell phone and left XXXX messages. My client always asked for XXXX representative when calling on his loan. They never called or emailed my office. They also never sent me a letter regarding the need for a notary. The package I received did not contain a notary. They are now trying to withdraw the modiication offer although the client is ontime with payments and has not defaulted.
The Fair Housing Act makes it illegal to discriminate against someone because of race, color, religion, sex ( including gender, gender identity, sexual orientation, and sexual harassment ), familial status, national origin or disability at any stage of the mortgage process, including : Approvals and denials.
The lenders actions in this situation are in violation of the Fair Housing Act.
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| 05/25/2022 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
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Web |
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I wanted to send {$5000.00} to my cousin in XXXX on Monday, XX/XX/2022.
I went to the nearest Citizens bank branch to my home.
I have a checking and saving personal and business account with this bank.
Prior to going there, I booked an appointment with XXXX XXXX the branch manager.
He assigned one other banker to assist me.
Banker asked for my information, and beneficiary ( my cousin ) information to transfer.
I have indicated and emphasized that I'd like to transfer the same dollar amount.
I agreed on paying {$75.00} for fees. The piece of paper that I signed also indicates Total to the Recipient : XXXX USD.
My cousin informed me today ( XX/XX/2022 ) that the received money was XXXX euros.
This was not what I have asked my bank to do, this money is much less than what I expected, it is not what I expected, and Citizens bank has violated the customer 's right.
My right to request banking services as exactly indicated above, my right to be informed.
I called the office of transfer ( XXXX ), and when I complained about the above issue, the citizens ' bank manager hung the phone on me ( Disrupted the phone conversation ).
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| 06/16/2021 |
Yes |
- Debt collection
- Other debt
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- Attempts to collect debt not owed
- Debt is not yours
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Web |
Servicemember |
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Apparently someone used my SSN and name to gain a loan. This loan was provided without my authorization as I required whenever my credit credit is checked. A collection agency XXXX is trying to collect payment on this debt that is not mine. I contacted them and the company who provided the loan and also provided a police report to the collection agency. I received a second letter saying the debt is valid and and verification of the debt with a copy of an agreement. The names on that XXXX LA agreement are not mine. Agreement is attached. XXXX Louisiana is associated with Citizens Bank for the loan. I again called XXXX who seem to think this is still my debt. I called Citizens One and spoke to a supervisor who said she was sending it to the highest level for them to contact me. They have not done so. My concern is that this will affect my credit score. Furthermore I am taken aback by the fact that my name and SSN is enough for this lender to decide to provide a loan without my required authorization and then attempt to hold me accountable. The bank should be held accountable for my inconveniences caused by their poor loan practices.
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| 10/08/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem with additional add-on products or services
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Web |
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I tried to purchase an XXXX w installments from a line of credit. I thought the line of credit comes through XXXX, but apparently it's Citizens bank. Citizens bank declined my application saying I have a poor history with them. I have no clue what they're talking about. I've never used them before in my life. I'd done XXXX payment for phones up until my last one and I'd never had any notice sent to me from XXXX suggesting I was not paying them for the phone. In fact, I'd had my phone usable and now available to have XXXX care until XX/XX/2019. I'm showing proof of these realities. None of these realities elicit any concern w citizens bank or nonpayment history. I'd gotten no mail, no emails, no notices of any kind for citizens and somehow Citizens says I have bad payment history them? It makes no sense. I get notices from apple pay within hours or days of any issue with my card, and I update it immediately and I'd seen charges for XXXX and bought plenty of apple products with no problem. I have thousands of dollars cash and not one credit card of mine has ever been late in payment. Why would I have a payment problem with Citizens?
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| 10/11/2022 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Can't close your account
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Web |
Servicemember |
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On XX/XX/XXXX, a checking account with XXXX XXXX XXXX was fraudently opened in my name. I called to report the fraud, and was given case # XXXX. I followed up on XX/XX/XXXX after receiving a letter dated XX/XX/XXXX stating that the account was overdrawn. I was told that no action had been taken on my original case, and was given a new case # XXXX. Since then, I have received 5 additional overdrawn account notices dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I received an additional letter dated XX/XX/XXXX stating that the account was closed. I called to follow-up again after receiving the letter dated XX/XX/XXXX and was told that the bank was unable to close the account because there were fees associated with it. Today ( XX/XX/XXXX ) I called again after receiving the letter dated XX/XX/XXXX. I was told by the representative from the fraud department that " The bank has decided to stop communicating with you at this time. '' As of right now, as far as I am aware, there is still an open account in my name that I did not open, that a negative balance, and the bank will not work with me to resolve the issue.
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| 09/10/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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I got a loan with Citizens Bank on XX/XX/2019 for a loan payment of XXXX every month. I paid mostly through credit card via phone weeks before the loan was due typically the last day of the month ie if it was due on the XX/XX/XXXX I paid on the XX/XX/XXXX. Starting in XX/XX/XXXX they no longer took credit card payments and only would take checking. I called a called citizens and put my checking account on file then I would go online and pay via the checking account. The problem was the representative put my account number in wrong. Citizens did not notify me of this problem and I paid for two months, I thought. I fact I suspected something wrong and talked to a representative who told me yes, in fact the payment went through. This week I got an alert via XXXX XXXX Citizens was not taking my payment in fact reported that I am delinquent not only charged me a fee but my credit has now been hit with its first ever missed payment. I called Citizens to fix the situation but the representative blamed me and later hung up on my call. Not only did Citizens make the process to pay harder but blamed me when I made payments in good faith.
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| 03/01/2018 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Company closed your account
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Web |
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I went to branch to open a new checking account with a bonus code today, XX/XX/2018, at XXXX, and this account was successfully opend at around XXXX, and the banker gave me a welcome document case and told me how to sign up for the online bank. I went home around XXXX and tried to set up the online banking. Then I found the banker typed my cell phone with a wrong number, so I could not receive the text message. So I reqeust log in with security questions, and reset my cell phone numbers, then I was able to log in. But, the most ridiculous thing was, around XXXX, I received an email said " Access Denied for Funds Transfers '', so I tried to log in to my online banking again, and the system stated that my log in information did not match with the records. So I called the online banking department, and the representative told me that my checking account was already closed out based on the bank 's decision. It turns out that my checking account only survived for no more than 5 hours, and the bank just eat my two initial deposits and my bonus coupon code and killed the checking account at the same day due to the typo from the banker?!
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| 03/30/2017 |
Yes |
- Bank account or service
- Savings account
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- Account opening, closing, or management
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Web |
Older American |
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Citizens Bank after advising me repeatedly that they were closing my savings account due to them wanting to discontinue the business relationship ; has in fact unfairly, held my savings account funds and all the while they earn interest daily on my funds nightly that they are holding. Are they paying me any interest? What you think?
They have not provided me with a firm date that they will release my money and after going inside to visit 2 or 3 area branches ; no manager, banking representative or online banking customer service rep can help me.
I have made a formal complaint # XXXX with their " Office of the Chairman '' dept at Citizens Bank, however, it could take many days or weeks and I ( being a senior citizen ) need my money right now!
Please force Citizens Bank to release my {$150.00} they have frozen in my savings account before I drag their name through the mud and XXXX, XXXX, the Internet via XXXX etc, social media, talk radio, blogs, my church community and every where else that I can. I will fast and pray and not eat until they are destroyed and are bought by some other bank which would be more sensitive to seniors
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| 09/25/2023 |
Yes |
- Debt collection
- Other debt
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- Communication tactics
- Used obscene, profane, or other abusive language
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Web |
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Hello I want this debt collection from citizen bank of {$630.00} to be removed. XXXX XXXX XXXX is in violation of 15 USC 1692. ( C ) ( A ). A debt collector may not communicate with a consumer in a connection with the collocation of any debt.
XXXX XXXX XXXX is in violation of 15 USC 1692. ( B ) ( 2 ). Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall not state that such consumer owes any debt.
XXXX XXXX XXXX is in violation of 15 USC 1692. ( B ) ( 5 ). Not use any language or symbol on any envelope or in the contexts of any communication effected by the mails or telegram that XXXX XXXX XXXX is in violation of 15 USC 1692. ( C ) ( A ). A debt collector may not communicate with a consumer in a connection with the collocation of any debt. that the debt collector is in the debt collection business or that the communication relates to the collection of a debt.
XXXX XXXX XXXX is in violation of 15 USC 1692. ( D ) ( 2 ). The use of obscene or profane language or language the natural consequence of which is to abuse the hearer or reader.
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| 07/19/2023 |
Yes |
- Checking or savings account
- Checking account
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- Closing an account
- Company closed your account
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Web |
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I opened a citizens checking account last month because there was a promotion that is going on, one of the terms of the promotion is if i have a direct deposit equivalent to or more than {$500.00}, i would get a bonus, so i set my direct deposit from my work to my citizens checking account with the amount of {$500.00}, i was also using the debit card on XXXX. Then, out of the blue, my debit card was deactivated and i could not access the account at all, i called in and they said they dont know what is going on and i will get a letter, today i got a letter from citizens fraud department saying my account was closed without any information and i still have money in that account. Why did they close my account after i completed the required activity to get the bonus? Are they trying to skip not paying me the promotion after i completed the requirement by closing my account in the name of fraud? Where is the money that was still in my account? They were also threatening me by saying that if i keep using the account then they will freeze it which doesnt make sense because they said the account is closed and i still have my money in it
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| 06/20/2023 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
Older American |
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On Thursday, XX/XX/2023, at approximately XXXX pm I deposited {$300.00} in cash in my checking account at a Citizens Bank ATM. The ATM was located at a Citizens Bank branch. The branch had just closed for the day. The machine did not give me credit for my deposit. Instead it gave me a receipt which stated, " We encountered a problem returning your cash. '' " Please contact your financial institution. '' I immediately called Citizen 's Bank, spoke to a representative who informed that I had to file a claim to have my {$300.00} in cash returned to me. I filed a claim with her at that time and asked her when the matter would be investigated and resolved. She did not have an answer and told me I would be receiving some information about my deposit in the mail. She did not know when I would receive that information. I was given a claim #.
The next day I visited the branch, when it was open, and inquired about my claim. I met with a bank representative, who told me he would try to expedite my claim and that there was nothing more he could do. To date, I haven't received any information about my deposit, by any means of communication.
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| 06/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
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I used my Citizens XXXX XXXX credit card for the first time to purchase 2 tickets to a show from a website name XXXX XXXX XXXX I tried a few time to order but kept receiving an error msg in red that my home address didnt match the credit card number After making sure I submitted the correct info I called Citizens and stated the problem I was having and to make sure they had my info correct on their end They apprised me everything was correct and advised me there must be a problem with the XXXX XXXXXXXX website I called XXXX about the problem and they said maybe it was the internet browser I was using So I decided to try another ticket website XXXX XXXX and the purchase went thru with no problem I later realized I was charged {$220.00} from the first website that gave me trouble I never officially authorized that transaction I was told on my end it didnt go through So I am disputing the charge I attached an email that even says I had not purchased the ticket Theres more concerning the ticket I purchased from the other website XXXX XXXX XXXX for {$160.00}. but I will be responsible for that because I did authorize the transaction
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| 05/13/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Banking errors
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|
Web |
Older American |
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Citizens Private Client Money Market XX/XX/XXXXDeposit {$310000.00} Total : {$510000.00} Made this deposit in XXXX and was told that our rate would increase from the XXXX XXXX XXXX 1 % to the XXXX XXXX 3 %.
Hasn't happened. Been to my local bank twice to check on any progress ( NONE ), and was assured that the 3 % rate would be retroactive to the XXXX deposit date ( hasn't happened ). This is all completely unacceptable. Also, I missed by a day a promotion increasing the XXXX XXXX rate from 3 % to 5 %, because I had no notification in advance.
Unrelated, I had to catch a deposit error leaving {$600.00} off my checking account. Not sure if the bank would have caught the error.
Was sent a bank-rating questionnaire and mentioned the interest-rate issue. Never heard back.
Correct this immediately, with the retroactive interest.
Contacted Citizens Bank and was told the " promotion '' offer of 3 % was not in effect in XXXX ( local branch assured me it WAS ), but since then no interest increase has been applied to my account. It is now XXXX and the Bank 's rate is now 2.96 %, yielding 3 % annual, NOT affecting my account 's 1 %.
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| 08/04/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Citizens One home loans the mortgage company. I 'm am trying to assume my mother loan I have Power of Attorney the lender said I could assume the loan. I been going to court for a year and they keep requesting the same things over and over again. So that is making the legal fee 's go higher and I been giving them every document that they are requesting Here are the dates of the RMA being sent to the lender attorney on first packet was sent on XX/XX/XXXX,XX/XX/XXXX & XX/XX/XXXX, 1 ) Missing documents letters for documents that I have sent before.XX/XX/XXXX the lender was requesting Retirement benefits letter from provider, declaration page of homeowner insurance and Tax bill.2 ) XX/XX/XXXXMissing documents letters for Property taxes and homeowner insurance. other request from the lenders attorney Missing documents emails XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,2/2/17,XX/XX/XXXX the mortgage lender attorney been requesting for pension letter, property taxes & homeowner insurance, contribution letter sign and dated, hardship letter sign and dated and also asking for power of attorney
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| 10/12/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Problem with a company's investigation into an existing problem
- Was not notified of investigation status or results
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Web |
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Citizens Bank has XXXX entries on my Credit Report, with different amounts, and showing amounts as written off.
These entries are for the same personal loan, which was settled with Citizens for a negotiated amount. This was the result of a sudden medical hardship which left me XXXX.
This is the only creditor that I settled with that does not show a status of paid in settlement etc. They are also the only creditor that shows the sold loan as a separate item. Because the amounts are different and credit is not given for paying in settlement, it appears as if it is XXXX separate loans.
I have tried to get this reconciled twice through the Experian Dispute Process and Citizens changed nothing ( confirmed through XXXX ).
I then tried to get it reconciled through The XXXX XXXX XXXX XXXX for Citizens Bank. I was told that this had been elevated to the credit reporting team and that I would receive their response by mail within 30 days. This process began on XX/XX/2023 with XXXX by phone and email. My last correspondence from them was XX/XX/2023. I have followed up several times by phone and email and have received no response.
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| 08/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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Franklin American Mortgage sold my loan to Citizens. I made the payment on XX/XX/19. They told me that they would forward my payment to Citizens. They saw I had made payment. I made my payment to Franklin American. I got a bill from Citizens saying it was not paid. I called Franklin American and they said they were only forwarding payments for 60 days. I was at 70 days. So they said they would forward the payment in 20 days. Or they would mail me a check Franklin said they showed the payment. I spoke to Citizens who said they wouldn't charge any fees. 20 days passed nothing. I called Franklin American who now says that they show I never made the payment. I had my bill pay provider call them, they won't talk to them. Then I sent ( email ) them confirmation of the electronic payment from the bill pay provider. XXXX, a supervisor from Franklin American said that he would look into it. Of course nothing. They no longer seem willing to help me and this will negatively impact my credit and cause difficulties with my home loan. Citizens has been trying but Franklin American doesn't care what they do, they lie and they could care less.
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| 04/20/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
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Web |
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Please see prior complaint XXXX. This issue remains XXXX and is
st ill yet to be solved.
I suspect this is one of the 3 cards I have but have been cancelled. I tried to pay for something using the credit and the debit card and they both don't work. I think this was due to to the cancellation of several in the sending.
Please check the records of the account, I have been unable to access them still. I got another XXXX slip and when I went to collect at the News-agency it was not there. XXXX has bought out XXXX and there are loads of delivery issues as a result. This however is a responsibility I can take on.
I think what has hap
pened is the latest ones to be sent have only turned up this week. This is still really unacceptable. I have sent 3 emails in the last 2 weeks to the bank requesting the following : I am still awaiting the arrival of the XXXX credit card. I am still awaiting confirmation of the active card number for the visa debit card. I am still awaiting confirmation on how refunds processed on the XXXX card are handled. Access to internet banking without a US phone number given they took on overseas customers.
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| 11/28/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
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Web |
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I have a checking account at Citizens Bank and feel that they intentionally hide their fees and when asked ( multiple times ) simply refuse to answer.
I asked Citizens Bank Customer Service a few times if there would be a Citizens Bank fee assessed by Citizens Bank for a withdrawal initiated from another bank ( ACH ) and I was given vague answers and boilerplate copy paste non-answers.
Finally Citizens Bank Customer Service responded today as pasted below : " Dear XXXX, Thank you for your email regarding External transfers.
If the external transfer is initiated from another financial institutions website we are unable to determine if there will be a fee from our end.
If you have any further questions or concerns, please contact us via email or by calling our 24-hour Online Banking Department at XXXX XXXX.
We value you as a customer and appreciate your business. Thank you for choosing Citizens Bank.
Sincerely, XXXX XXXX.
Email Team Advocate '' I believe a bank must be upfront about their fees and that if the " can not determine if there will be a fee on their end '' they should not be in the banking business.
Thank you
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| 10/09/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
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|
Web |
Older American |
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Re : XXXX Case # XXXX Complaint of XXXX XXXX XXXX This matter involves Citizens Bank and their neglect, failure and refusal to honor the payment of a {$200.00} account opening bonus in accordance with the terms and conditions of a promotional checking account opening bonus offering of {$200.00}.
Since the opening of said Checking account on XX/XX/2018, Complainant has comported with all terms and conditions of said promotional offer and said account has been and remains in good standing with Citizens Bank.
Said promotional offer clearly set forth ... you will receive a {$200.00} bonus. Bonus will post to the checking account within 90 days after direct deposit has posted ...
Complainants qualifying deposit was made on XX/XX/2018, as is reflected on the checking account statement attached hereto, yet to date, more than 90 days have passed and no such {$200.00} Bonus has been credited to Complainants account.
It is Complainants position that Citizens Bank has perpetrated a fraud, in and of a breach of contract, upon the Complainants herein and should be made to rectify said breach of contract and be sanctioned according.
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| 02/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
I went on line with Citizens Mortgage wanting to pay an additional {$100.00} towards my principal on XX/XX/XXXX a payment of {$1700.00}. On XX/XX/XXXX a second payment of {$1700.00} was again automatically withdrawn from my checking account at Citizens Bank. When I checked my account on XXXX I saw the 2 payments had been taken instead of one. I contacted Citizens Mortgage at XXXX was told by automated message I would have wait for a call back back on XXXX at XXXX XXXX. A representative called on XXXX and said I could not receive my funds back for 10 days, despite the funds being taken from my XXXX. Upset as I was I agreed he said he would make a note and the funds would be returned to my account. I waited until XX/XX/XXXX still no funds returned. I called again and the representative said due to weather in TX my refund was not processed until XX/XX/XXXX and it would take 5 business days for it to be processed and 5-10 for me to receive my funds in the mail. These funds were never credited to my mortgage and they have held them for 23 days and I cant expect return for another 10 days. Poor customer service and lack of urgency.
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| 10/21/2019 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
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I took out loan XXXX with Citizens One bank for an XXXX in XX/XX/XXXX and it was fully paid off.
When I tried to take out a loan in XX/XX/XXXX I was told I was delinquent and was denied.
I made a compliant and new bills started arriving regularly telling me I owed a lot of money.
I called back. It turns out either XXXX or Citizens One hasnt paid back or been reimbursed {$180.00} from the original loan so it was never closed. It isnt clear if this is *my* {$180.00} or if it comes from the equipment I upgraded or where it belongs. No one knows anything.
A repeat compliant was opened XX/XX/XXXX and now even more bills are arriving telling me Im in arrears for a fully discharged XX/XX/XXXX loan and I cant get new loans.
Citizens One said the bills are automatic. They cant be stopped. Someone is looking into it. But nothing is happening and I want my credit repaired and I want my {$180.00} with interest if its mine. I want an apology.
This morning I spoke to XXXX and asked for a supervisor, I was forwarded to XXXX. It has taken many hours to straighten out and its still not corrected.
They deserve an investigation.
|
| 08/14/2019 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
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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.
|
| 10/28/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
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|
Attached is a credit report as of XX/XX/XXXX. XXXX claims that Charter One/FM account is no longer affecting my credit score and this is not the truth. On XX/XX/XXXX there was a negative hit on my account on charter one/fm after no activity on this account for over 7 years. This account should have been removed and no longer aloud to affect my credit. This account went delinquent in XX/XX/XXXX and was charged off in early XXXX which can be viewed on the credit report attached. After over 7 years of no activity the same account can be seen charged off again in XX/XX/XXXX after no activity for years. This did not make any sense and has still not been explained by XXXX. This update and negative charge off in XX/XX/XXXX affected my score and XXXX is reporting that I have had a late payment on this closed account in the last year. If an account has been closed for years how can I have made a late payment in XX/XX/XXXX? I have not made any late payments in over 7 years, but XXXX is reporting my credit file with late payments in XX/XX/XXXX. This has not been explained to me and this has affected me greatly during this pandemic.
|
| 10/11/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
Older American, Servicemember |
|
I am so tired of being DISCRIMINATED against due to my age. I am a very healthy XXXX yr old XXXX VET, you not just fought for this country but refused a medical leave due to injuries I suffered in 1943 so that I could rejoin my fellow unit in XXXX. I did and finished what we started, But here in the country I have given so much for I continually am turned down for accounts, My credit score ranges from 795-830 at the time I applied for a Checking account with Citizens bank my credit score was XXXX.
Yet and unbelievably about 2 weeks ago Citizens bank denied my application to open a checking account. I bet if they knew I had over 7 figures saved up ( did not retire until I was XXXX yrs old ), that would have been different.
I entered all my correct information, they did not ask to verify any information they just simply denied me.
I asked my nephew to apply moments later, he was helping me apply online, and although his credit score is far less than mine, he was approved instantly.
So what possible reason besides my age could Citizens bank offer up as an explanation.
I have received no letter or any other communication
|
| 04/08/2019 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Cashing a check
|
|
Web |
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XX/XX/2019 - I went to XXXX XXXX located in XXXX, New Jersey at XXXX XXXX to cash a bank Certified Cashiers Check from Citizens Bank. ( routing number XXXX ) XX/XX/2019 - I went to XXXX XXXX located in XXXX, New Jersey at XXXX XXXX to make a withdraw from my savings account and I was told by the bank teller that I had a bounced check for {$2500.00} and a {$15.00} service fee for the bounced check. I was told by the bank teller that the reason for the bounced check from Citizens Bank was forged.
XX/XX/2019 - I was told by the branch manager of XXXX XXXX that they could not do anything for me and that they were not liable. However, XXXX XXXX was responsible for depositing the check. XXXXXXXX XXXX in XXXX said that I should file a police report.
XX/XX/2019 - A police report was filled with XXXX Police Department. Investigation pending.
XX/XX/2019 - XXXX XXXX XXXXocated in XXXX gave me a copy of the forged check and told me that Citizens Bank has to file a forged endorsement claim.
XX/XX/2019 - Citizens Bank branch office in XXXX XXXX said that it is XXXX XXXX responsibility to fill out the forged endorsement claim.
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| 10/03/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
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Web |
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I have tried unsuccessfully to contact Citizen 's Bank regarding my checking account # XXXX and do not have the ability to see on my end what is going on with my account i.e. how much money is in the account as I am waiting for credits for the multitude of continued fraudulent use of same. On XXXX XXXX, XXXX, I got a copy of my XXXX 's statement and the bank too out {$75.00} from my Pension for overdraft fees when I have not used nor had a card to use as it was closed by Citizen 's Bank because ( I was told ) I filed a Complaint of fraudulent!!! My XXXX is in the amount of {$2000.00} and I withdrew it 's entirety except leaving the change so as to enable the Bank to give me the credits they owe me!!! I only received {$1900.00} leaving the {$0.00} to keep the account open as aforementioned!!! Also money was stolen in XXXX - once on the XXXX Wednesday of the month in excess of {$400.00} and on last day of the month in excess of {$250.00} stolen from my account also stating for overdraft fees when, in fact, the Bank owes me money for cyber theft or some fraudulent amounts stolen as has been since I noticed on XXXX XXXX, XXXX.
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| 08/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
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Web |
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Hello, I am writing regarding XXXX overdraft fees charged to my Citizens Bank checking account. On XX/XX/2023, there was a debit from my account for my retirement. The debit was not supposed to occur in XXXX as it was deferred for XXXX and XXXX. Unfortunately, this caused my checking account to go into a negative amount. I obtained credit for the incorrectly charged amount on my retirement account. This was noted in my checking account on XX/XX/2023. In the meantime, my bank charged me XXXX overdraft fees. I contacted the bank on XX/XX/2023, via telephone and was told the bank can only reverse XXXX overdraft fee. I told them that based on the circumstances, it seems unfair not to reverse all three. I also tried going to the local branch on XX/XX/2023, but the teller told me the bank can only reverse XXXX overdraft. She did not bother to listen to the circumstances of my request. I asked to speak with the branch manager but the manager was supposedly speaking with a customer. After XXXX minutes I left. I am looking to have these XXXX overdraft fees removed. Please contact me with whatever information you need.
Sincerely,
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| 06/02/2015 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Application, originator, mortgage broker
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Web |
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I applied for mortgage modification in XX/XX/XXXX. I was current and have excellent credit. I provided all necessary requested documents by the end of XXXX. I was told that it will close by end of XXXX or by XXXX. I received approval and new payment amount starting in XX/XX/XXXX. My old payment amount on my mortgage is withdrawn automatically but i am getting delinquency letter. I have contacted them and they have not sent anything in writing but verbally said that i am not delinquent. I am told now that it will show on my credit as delinquency for a period of time. I was not told this at any point in the refi process. I am current and have paid. Tried to contact them several times and made call appt. but no response. Lack of response and my delinquency status is worrisome. I was decline HELOC refi from XXXX. My real estate tax was to be paid by CCO since it is escrowed in the new loan, it is not paid yet. Now it is XXXX and my mortgage refi is not complete or close yet. They have dragged this process long for no apparent reason. I have provided all required information right away. Signed and sent documents on XX/XX/XXXX.
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| 10/25/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Denied request to lower payments
|
|
Web |
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I am currently unemployed due to the fact I was XXXX by my boss and my hours were cut so drastically and I no longer could deal with the fact that she was still retaliating against me and the company was failing to do anything as well as the union so there is a lawsuit against them for that so I contacted my loan servicer Citizens Bank for my auto loan I was informed that they could do a two month extension at the time and I called back today and was told that that is not allowed that is not there policy because I already had an extension earlier this year due to the same issue is listed above and the lady was extremely rude I asked for a supervisor and she transferred me back to the main menu and they will not withhold their part of the bargain where the employee told me that I would have 2 months deferment where I had to pay the interest I had already paid the interest amount and I was lied to or I would have done my best to make sure I got the payment money borrowed or done something to avoid the late report that I'm going to receive from the company on my credit next month as I have 100 % on Time payments until this
|
| 09/14/2016 |
Yes |
- Money transfers
- Domestic (US) money transfer
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|
Web |
Older American |
|
I have XXXX accounts at Citizens Bank NA. I received my social security direct deposit and immediately transferred it into my joint checking account using my Citizens mobile app. After transferring, I returned to my accounts and noticed that nothing had transferred into my joint account. Instead, after some research, I discovered that it had been transferred into the overdraft protection associated with my joint account even though I have a XXXX balance owed. I called the bank and informed them of this irregularity. I called to their attention that on the mobile app I used that that there is no facility for transferring funds into ODP. He informed me that this was a service error and the funds would probably be restored to my joint checking account the following day once the system determined that I had a XXXX ODP balance. He claimed he could not restore the funds himself. My name is XXXX XXXX and I typically keep a total balance across all Citizen accounts of {$100000.00} or more. I assume that Citizens has written an algorithm to unilaterally sweep transfers into its ODP and may or may not inform its customers of that.
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| 12/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
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Web |
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Ive been banking with Citizens bank since 2017 and it has been the worse experience ever. Ive been hit with several overdraft fees from this bank authorizing charges with no money in the account after I argued with this bank millions and millions of times. I was even told I have some type of over draft protection on my account yet I get charged with XXXX of dollars worth of overdraft fees. I spoken to a supervisor name XXXX who gave me a hard time just Authorizing my account just to look at the account after I offered to give her my ssn she refused to take the ssn the turned around and asked for it. On XX/XX/XXXX I also spoke with XXXX who was also incompetent and was a waste he would not tell me his boss name after I requested to speak with his boss. This bank is stealing from me and Im sure a lot of people who bank with them as well. Im currently closing this account because I dont trust my money in this account. I have transferred money to this account that dont post and when I question this bank they dont know. They are thiefs and liars and this is my first point in contact before seeking legal action on this bank.
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| 11/20/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Banking errors
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|
Web |
Servicemember |
|
I had two college savers accounts for around a decade, that suppose to result in XXXX $ bonus when my kids finish high school. Recently rates went up for investment accounts and I had no interest on these two college saver accounts for a decade, $ collecting dust. So I inquired customer service over the phone about minimum balance to carry to do not loose the bonus. The response was - no minimum balance, just continue deposits requirement. I moved most money to CDs. Bank sent me letter that they converting my college savers to one deposit savings accounts as a result. I tried to fight that, but was told there were electronic notifications about conversion. I didnt find any notices. And no one is helping to resolve and restore my college savers account as this product is outdated. I m furious about keeping tens of thousands without any interest in this cheater bank for decadeWhen you ask about CD rules like early withdrawal penalty- they dont know what it is. So play this game at your own risk and face consequences, because they dont know their own policies and have no accountability for their misinformation to clients.
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| 08/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
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|
Web |
Older American |
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The Bank Ive had for XXXX yrs. is putting charges onto a card and account that has been closed for XXXX weeks now back in the end of XXXX ( XXXX ) and i havent used these cards from XXXX since then. ( I cut them in half immediately when i closed my accounts ). This all started when i closed all my accounts at XXXX and went to XXXX XXXX just up the street from XXXX because citizens denied receiving my XXXX XXXX payment ( direct deposit for many years ) becaused i'd already closed my accounts at citizens and told them SSA.gov has told me you got my XXXX payment and processed it but they told me they didnt get the payment ( a blatent LIE ) and wouldnt let me have it. Finally, XXXX got the payment back from them ( Citizens ) and sent it to my new financial institution> ( XXXX ). Now they are trying to extort money from me with collection letters and phone calls that i think look almost phony to me. Also the charge in question was paid by my mastercard at my new bank and i have the proof. I have documents to add to my complaint but no way to load them here online but i can send them in US mail or fax them to you. thank you
|
| 09/19/2018 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I mobile deposited a check on XX/XX/18 for a large amount ( {$6900.00} ) for a project/job I did. I expected there to be a hold on my funds for at most a week from Citizen 's Bank. I received a letter stating there would be a longer hold than usual. I thought, well this seems fair. They want to make sure it doesn't bounce or get returned. On XX/XX/18 I received another letter from Citizen 's Bank ( see attached ) stating that they are extending the hold of the deposit until XX/XX/18. It also stated that I would not be able to use or withdraw any of my funds from the account until then as well. What I wasn't aware of is that I also have no access to online or mobile banking. I can't even make deposits to the account or cash checks at the local branch. They totally cut me off. Because I wasn't expecting all of this ( the check has cleared and hasn't returned yet and shouldn't ) my account is now in the negative I believe. I receive checks often and now I have to pay rather large fees to cash them at check cashing places and also on mobile apps as well. I've called and asked to have online access restored but was denied.
|
| 04/30/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
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|
Web |
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This company failed to resolve my complaint submitted on XX/XX/XXXX in the same fashion as my husband which was also affected by this involuntary conversion from a fee-free account at XXXX to Citizens. I requested all the fees be refunded and this account closed with a check sent to the address provided. My husband requested this and received it in XX/XX/XXXX. I got different treatment however where the representative refunded my fees accumulated so far, but DID NOT reach out to me as claimed by e-mail ( it looks like they transcribed my address wrong - it's XXXX, not XXXX, a really obvious and sloppy error ) and kept my account open against my wishes. I have never encountered a bank refusing to close my account and send me a check for the balance. They did this deliberately to keep charging me the fee and added another frivilous fee for statements WHICH I ALSO DID NOT REQUEST. I have tried contacting this representative by phone but it always go to voicemail. The number they provide to call for general customer service has NO WAY to exit from the automated phone tree and talk to a live agent. This is the worst bank.
|
| 12/24/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
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Company closed on loan XX/XX/2019 stated that had two months to resolve issue with company on a fraudulent acct and held in escrow l. I was told {$1100.00} for XXXX told not to pay because Accts was incorrect from start insisted precondition to close that this be held in escrow until settled with XXXX. This has been removed from reports yet after 4-5 months no interest on escrowed funds or return of funds to me to date and as of today XXXX has not been paid and should not be paid on this acct which is wrong for many reAsons! I have never been given an Esxrow Acct number! XXXX has sent bill showing no payments in the last 2days and Citizens Bank given letter on XX/XX/2019 Explainibg that this was an incorrect acct and more yet insisted that I pay someone elses acct! Escrow funds were collected for closing on loan of {$5000.00} yet can not get any info on these funds to date REFusal to provide this or return info on escrowed funds of $ XXXXCollected at closing! MOST IMPORTANTLY CAN NOT GET INFO ON WHAT HAS BEEN PAID TO DSTE TAXES ON HOME etc ... NO INFO ON ESCROW FUNDS OF {$1100.00} and {$5000.00} collected at closing!
|
| 12/07/2017 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Older American |
|
The complaint is in regards to Citizens Bank. I have a home equity line of credit with them. The payment was due on XX/XX/XXXX. On XX/XX/XXXX they called to tell me I was late. In actuality they were paid by bank check transfer on XX/XX/XXXX in the amount exceeding 5 times the minimum payment. I checked the account on line on XXXX in the late evening and found no record of the payment. I called their informtion line and got a message the office was closed leave a number and they will call back. They never did. I called again on XXXX and was told the payment was received on XXXX. I had checked with my bank and was told they sent the check XXXX. I can not be responsible if Citizen Bank can not record the transactions property If Citizen Bank received the payment on XXXX why did they call on XXXX. This is an harassing tactic for NO reason. I have NEVER been late with them. On another occasion the payment was made on time and the next months statement had a notion of a past due amount. I asked them to correct it and they refused. I wrote a letter for them to correct it and it was ignored. This bank is totally negligent.
|
| 03/28/2015 |
Yes |
- Student loan
- Non-federal student loan
|
- Dealing with my lender or servicer
- Don't agree with fees charged
|
|
Web |
Servicemember |
|
Before I XXXX to XXXX in 2008, I co-signed my wife 's private student loan since I was employed and she was a XXXX. I came home from XXXX XXXX and XXXX XXXX. My only source of income is VA XXXX and XXXX. My wife left me and got a XXXX about a XXXX after I returned. I have been making monthly payments to her student loan company for a few years now. I have never missed a payment and my ex refuses to take responsibility. I have made every payment but have also pleaded with the private lender to release me as a cosigner. They have refused, even after I have sent in a copy of my VA award letter stating I am a XXXX and XXXX XXXX veteran and I need my XXXX income to survive. I have pleaded with my congressman and senator to write a bill giving cosigner relief to XXXX and XXXX XXXX veterans. The XXXX Bank XXXX XXXX XXXX is XXXX of the lenders. Since I am a XXXX veteran from XXXX the service members civil relief act extends past my service. I informed them since I am a XXXX veteran they have to at least give me a 7 % APR under the Service Members Civil Relief Act and that request was denied. I believe that might be illegal.
|
| 01/06/2017 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
|
|
I opened an account at Citizens Bankers several years ago. I have a XXXX and frequently do not read the statements.
Finally I realized the money was going out too quickly and went to the bank. They found that the money had been withdrawn over a period of months through XXXX to Colorado!
The XXXX was consulted an did nothing for several months. Then they said they could not take the case.
Citizens Bank says the money was withdrawn through a XXXX account that I set up. So they are not responsible. Yes I did set up the account a couple of years earlier and I not know that it should be closed. I just sent money to a friend one time!
I lost about {$40000.00}! it was all withdrawn in {$320.00} dollar increments sometimes many times in one day. Is the bank really not responsible to alert me about any of that when they say that they will protect the money of their depositors? Surely there are violations of banking laws here!
Apparently no attempt has been made by the police in XXXX to call Colorado to follow up and identify who has been stealing the money.
There are many more pages of statements if you need all?
|
| 11/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I have my mortgage with Citizens Bank and have always made on-time payments. However, the last 2 months, they have incorrectly reported to the 3 credit bureaus that my mortgage balance has gone UP ( it has not ). I have tried disputing with Citizens multiple times and they are not helping me, they keep reporting incorrect information that has hurt my scores. On XX/XX/2022, they reported that my mortgage balance went up by {$940.00} ( to {$170000.00} ) when it actually should have gone down to {$170000.00}. This decreased my credit score by XXXX point. I called the bank to dispute this information and disputed with the 3 credit bureaus. It was briefly corrected until XXXX. On XX/XX/2022, they again incorrectly reported my mortgage balance as going up to {$170000.00}, when it was actually at {$170000.00}. I called Monday XX/XX/XXXX and Citizens refused to open another dispute, saying my original dispute was declined. This time, my credit score dropped again by XXXX points due to these reporting errors. They are refusing to help me or correct the issue. I keep disputing, and they keep reporting the wrong information.
|
| 03/14/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Fee problem
|
|
Web |
|
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My company got into a contract with XXXX for credit card Merchant Processing the provider is a registered ISO/MSP of Citizens Bank. In XX/XX/XXXX I got my monthly charge for the transactions done for the month of XX/XX/XXXX. I noticed my charges where significantly higher than usual and more than what my contract states they should be. I called the XXXX. I finally go hold of someone and I asked why there was such a huge percentage discrepancy in fee charge. He told me that there was a XXXX dollar annual fee. I told him I was never told this plus it wasn't in my contract. He told me they only charge this once a year. This the second year in a row that this happens and I have to contact your Bureau to correct this. This doesn't follow the contract nor what I was told in the emails by the sales person. They are breaking the contract deal. This is unethical! I not only want this bogus annual charge of XXXX to be reversed but I would like a full audit of my account done from the time it was open. I believe they are not following the terms of the contract. I have the contract in PDF in three pieces so I could upload it.
|
| 04/14/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Charged fees or interest you didn't expect
|
|
Web |
|
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Back in XXXX I contacted XXXX XXXX XXXX and told them that I needed temporary alarm system for an investment property. They told me that through them I could get this service and once my home was sold I could transfer the service to the new home owner. Today I contacted the Company and advised them that I wanted to transfer the service. They then advised me that I needed to contact Citizens Bank because Citizens Bank is going to require me to pay off the loan amount since the loan isn't transferable. I never dealt with Citizens Bank when I initially signed up for this. I also wasn't made aware that the loan wasn't transferrable and that I would be responsible for a loan on a temporary investment property. Citizens Bank was never in the picture nor was it clear to me that I was actually doing business with two different companies. This is extremely confusing to the average consumer and I want to cancel my service with both companies without being penalized for misleading and inaccurate information that was provided to me when I initially contacted XXXX to tell them what I needed in a product. Citizens loan id XXXX
|
| 06/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I opened a business checking account in person at citizens bank in XX/XX/2023 I advised the branch manager that I would be receiving a large deposit from XXXX XXXX. On XX/XX/2023 I deposited a check for {$15000.00}. They released {$200.00} of it and put the rest on a 10 day hold. On the XXXX day they extended the hold till XX/XX/2023. On XX/XX/XXXX they extended the hold till XX/XX/2023. The check is drawn from XXXX bank. XXXX XXXX has sent me the voided check showing that that the check has cleared the account and citizens has been paid the money. I have sent numerous emails to numerous people at citizens, called numerous times, went into the branch numerous times trying to get someone to help me and no one seems to be able to help me receive my funds. I have the voided check showing it was a valid good check and I have emails from the director of XXXX XXXX validating that I was supposed to receive the money. I have been more than accommodating getting citizens the information to prove that Im to receive these funds and they are still holding my money and have single handed ran my small business into the ground
|
| 04/11/2022 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Wrong amount charged or received
|
|
Web |
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|
I asked Citizens Bank XXXX XXXX XXXX team to assist me with a large international wire on the phone to assure it was done correctly. The bank agent missed a few steps and the wire ( XXXX XXXX ) went out in pounds ( XXXX XXXX ) instead of us dollars. Citizens management informed me to recall the funds but never informed me of a {XXXX} penalty. Citizens took my money and recalled the difference to my account. I have on recorded calls several request asking them to inform me of any penalties. I am loyal customer, I have five or six checking accounts, multiple savings accounts, business accounts, my mortgage and home equity and feel like I have no advocate helping resolve this issue. I have pushed this to the Office of the Chair but have not hear back from them. This was unfair and no one person can explain to me the XXXX fee. There is no advocate for me and I was even more upset when the Office of the Chair called to hear my side of the story but then quickly informed me the decision to charge me XXXX was done. Hi investigation of this matter was incomplete to begin with but why ask then inform me of your decision.
|
| 01/06/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Older American |
|
On XXXX, XXXX statement there was a mathematical error in computing a 'new total balance. ' From the amount of 'previous total balance ' of {$64000.00} there was deducted a payment made in previous month of {$1400.00}, added a ne charge of accumulated interest of {$240.00} which should have produced a 'new total balance of {$63000.00}. Instead a 'new total balance ' was provided as XXXX of a fraudulent increase of {$400.00} for no apparent reason. On XXXX, XXXX the amount of unexplained difference increased to {$400.00}. On XX/XX/XXXX I and my husband visited the local branch of Citizens bank and asked to correct the computational mistake. Instead we were told that the increase is a penalty if we prepay the loan before 3 years. This is a XXXX because in computations there is a line for " fees ' where that amount should have been mentioned if the computational equation should have ended in the 'new total balance ' of {$64000.00}. Moreover, why that amount has never been reflected in the computations since XXXX when the loan was initiated? Why that unexplained " charge '' appeared suddenly on XX/XX/XXXX statement?
|
| 01/24/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
It is XXXX XXXX 2018 and yes my funds have gone too low. I called this girl named XXXX XXXX who said call anytime and she could help. Well guess she lied because when I called she totally blew me off saying she could only help once. Seriously, you take all the money in overdraft fees does not make up for the small amount I accidently withdrawn. Please tell me why XXXX in fees is feasable for a small accidental withdraw. I hate citizens bank. The CEOs for this company have to be swimming in money. Sad that you guys can not help someone who is trying to catch up but they keep taking all of any extra funds I put in the bank. Is there anyone who would help? I have an attorney appointment to file bankruptcy. All I ask is for a few months to catch up. I will catch up if they would stop taking all my money in overdraft fees. This is very sad that Citizens Bank is responsible helping poor people stay above water. Hope the CEOs are proud of themselves. Like XXXX will break them. Sad sad sad!!! I 'm trying and you just keep pulling me down. Any federal agencies that can help? Please help me find a solution. I am trying!!!
|
| 10/18/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Settlement process and costs
|
|
Web |
Older American |
|
A branch manager from Citizen 's Bank called me in XXXX, 2016 to ask if I wanted to extend my second mortgage/ line of credit which was to expire in the XXXX. She quoted me a rate, and I said sure. Completed the required paperwork, and was quickly approved. An assistant manager called to say they were ready to close and arranged a time at a branch closer to me. When I arrived terms not previously told to me were imposed such as : ( 1 ) I had to borrow at least {$25000.00} and ( 2 ) any payments would be deducted from my account monthly. As we at the bank already, we agreed to accept those terms. I quickly paid pack the loan except for {$150.00} so as to avoid any interest payments.
At the time of the closing, certain forms needed to be notarized. No notary was present, but we were told " not to worry, the bank manager would notarize on Monday and all we needed to do was sign '' We did. Subsequently, the manager came to our house for us to re-sign the loan and to notarize. Of course, we were charged fees and interest not told to us.
How many other people are being charged fees and interest from Citizen 's bank?
|
| 05/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Over then last several weeks I have spoken to several people including the president office that I no longer wish to have this establishment service the tax portion, homeowners insurance portion or flood insurance portion of my escrow account pursuit to the XXXX XXXX guidelines. I have repeatedly stated I do not wish to close the escrow account as I can not legally do so due to the property mortgage insurance must be paid into one. The escrow requirements are clearly stated an 4201.2 a, b, and c. Section 8201.1 ( b ) ( i ) further covers that the mentioned less then 80 % and and less then 2 years that the bank has used on denying my desire is not valid and therefore not legal. It has further been stated that this bank wishes to charge me and additional % .025 to not administer a service that I do not required by any laws I can locate. It is my belief this is extortion. I have a fixed interest rate and a contract not requiring this service. I want to pay the P.M.I. that can not exceed % .05 gross LTV although it appears is over. P.M.I. is a escrow service that as not only a escrow requirement but none I welcome!
|
| 12/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I experienced an extremely poor customer service from Citizens Bank.
First, I had troubles setting up an auto draft payment at all. I called several times ahead the payment due date to make sure it is confirmed and I was told over the phone that it was, but then two days ahead of payment I received a letter it was cancelled ( even though I got a verbal confirmation that I'm all set ).
Second, I was finally able to set up an auto draft for my mortgage in the amount of {$3900.00} that covers my monthly payments and set the payment date for XX/XX/XXXX. The payment came through yesterday, but then I saw that Citizens Mortgage also charged me another amount of {$2600.00}. I called today both Citizens Checking and Citizens Mortgage and no one was able to explain neither who authorized this payment nor where it went to. My mortgage was in fact adjusted for {$3900.00} but not for {$2600.00} I'm attaching snapshots from Citizens Bank Deposit account where you can see two charges withdrawn by Citizens Mortgage and a snapshot from Citizens Mortgage where you can see that only the payment of {$3900.00} was account for.
|
| 06/15/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
CITIZENS BANK IS ILLEGALLY HOLDING A US ISSUED TREASURY CHECK I DEPOSITED WITH THE BANK ON XXXX XX/XX/2023 I WAS TOLD WHEN I DEPOSITED THE CHECK THERE WOULD BE A 48 HOUR HOLD ON THE CHECK. 4 DAYS LATER MY FUNDS HAVE STILL NOT BEEN MADE AVAILABLE ON A US TREASURY ISSUED CHECK.
CITIZENS BANK NEEDS TO BE INVESTIGATED FOR THEIR ILLEGAL AND UNETHICAL PRACTICES THEY DO WITH CUSTOMERS.
I HAVE BEEN RACIALLY PROFILED AND BECAUSE OF THE AMOUNT OF THE CHECK MY FUNDS ARE STILL NOT AVAILABLE.
THE CONTACT NUMBERS ON CITIZENS BANK WEBSITE ARE ALSO DISCONNECTED AND DO NOT WORK.
AS OF TODAY, NOOONE HAS THOUGHT ENOUGH OF ME TO CONTACT ME REGARDING THIS MATTER, AFTER SENDING SEVERAL EMAILS TO VARIOUS MEMBERS OF THEIR EXECUTIVE TEAM.
THIS IS CLEARLY ILLEGAL AS A FINANCIAL INSTITUTION CAN ONLY LEGALLLY HOLD A CHECK FOR 2 TO 5 DAYS.
AGAIN, THIS IS A US TREASURY CHECK THAT COULD HAVE EASILY BEEN VERIFIED BY NOW.
I HAVE CONSTANTLY ASKED CITIZENS TO RETURN MY CHCK AT THIS POINT SO THAT I CAN CLOSE THIS FRAUD OF AN ACCOUNT OUT.
NO ONE HAS STILL RESPONDED TO THAT REQUEST AND AT THIS POINT MY CHECK IS ILLEGALLY BEING HELD.
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| 11/02/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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Citizens One Bank is in violation of the Cares ACT Forebearance by not letting me taking advantage of it. There are 18 months to use under this act. This bank is stating that I have been in forebearance for 17 months which is not true. I had a forebearance for 2 months last year which was paid in full and my account was taken out of forebearance. I requested another forbearance this year in XXXX up until now ( 4 months ) and they tell me my account has been in forebearance which is not true ; It has only been in for 6 months. They told me I only have one month left to do a forebearance. I did not request a 17 month forebearance and had no knowledge while I had been previously paying my bill before this second forbearance. They are violating the CARES ACT by continuously running a forebearance on my account I was not aware of. They will not correct it and allow me to take advantage of the CARES ACT.
This bank is also reporting false information on my account that it is delinquent today. They wont answer the phone to take my call when I am trying to get my account fixed. The supervisor hung the phone up on me.
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| 01/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Last year our county sent the wrong amount to our mortgage company. We immediately called and told them the amount was incorrect county didnt have us as residents. We went to county on the same day and this was corrected. Then we get a notice the higher amount was paid. We called again and was told it would be corrected. County sent overages to mortgage company however we received a notice that our payment would increase almost XXXX XXXX per month. We called again. Nothing was ever corrected. I called in XXXX and asked when we would be receiving overage? I was told they will look at in XXXX when I protested this they said they would look into. We did receive a notice that our payment was going down {$210.00} and we were owed surplus amount of {$1600.00} that is great however per their statement we need {$160.00} per month in escrow why do they need {$920.00} in this escrow account? I am a XXXX XXXX XXXX XXXX that is over 5 months? We are also in the process of removing PMI insurance. They have been using over money for over a year, also not paying us interest on our money I dont think this should be allowed.
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| 12/20/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
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- Problem when making payments
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Web |
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I have a loan with Citizens Bank. On XX/XX/XXXX, my debit card that was on file to make monthly automatic payments was canceled due to suspicious activity. As a result, I was issued a temporary debit card and a permanent debit card from my bank within a one month span. Because my automatic payments could not be made with my initial debit card, I received an email from Citizens Bank notifying me to update my payment information. I immediately updated my card information with the temporary card in XXXX and the permanent card in XXXX. Citizens Bank did not immediately charge my card ( XXXX ) the day I updated my payment information. As a result, there were two missed payments that appeared on my credit report and my excellent credit score dropped by XXXX points. I would like to report that Citizens Bank intentionally did not take out the amounts I owed in XX/XX/XXXX and XX/XX/XXXX and as a result, my credit score has plummeted. I spoke with a customer service manager by the name of XXXX on XX/XX/XXXX and she refused to remove this from my credit report despite me making payments and explaining the circumstances.
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| 10/08/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Deposits and withdrawals
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Web |
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I opened a new account at citizens bank on XX/XX/XXXX. I was not told when I opened it ; however, when I called them today, I was told that it was in the fine print I signed regarding a mandatory 27 day hold on all checks deposited in a new account. I began to inquire because this could cause my auto pay to have insufficient funds. From here, the inconsistencys began to spiral. I was told all checks must follow this federal regulation and there is no leeway the bank has on this. Ironically enough two of the checks were available within 48 hours. The third check, which was a larger amount, is still not available. All three checks were done on mobile banking consecutively. When I called today, I am told they can see it cleared from my bank and the fund are there but not available until the 27 day hold is up. Frustrated with the inconsistency, I contacted to federal reserve board. The gentleman I spoke to there stated, if the bank knew the funds were there, they could release the hold. This definitely seems like a problem with inconsistencies, incorrect information and unfamiliarity with the federal regulations.
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| 02/11/2019 |
Yes |
- Vehicle loan or lease
- Loan
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- Managing the loan or lease
- Billing problem
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Web |
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CITIZENS ONE IS NOW CAUSING PUBLIC EMBARRASSMENT BY SENDING A LATE NOTICE AND A CFPB RESPONSE TO AN ADDRESS I HAVE NOT LIVED AT SINCE XX/XX/2018. THIS WAS HAND DELIVERED TO ME BY MY OLD LANDLORD, WHICH IN TURN HAS CAUSED A PROBLEM AS THEY ARE UPSET I LEFT DUE TO A HOME PURCHASE.
XXXX XXXX, OFFICE OF THE CHAIRMAN INTENTIONALLY SIGNED, APPROVED, AND MAILED A CFPB RESPONSE LETTER TO ME ; WITH AN OLD ADDRESS THAT HAS BEEN PREVIOUSLY UPDATED ON THEIR FILES. THIS WAS AS A FOLLOW UP TO MY REQUEST FOR WRITTEN COMMUNICATION ONLY, TO A CFPB COMPLAINT, AND ALL FUTURE CORRESPONDENCE. WHEN I STARTED MY COMPLAINT ABOUT THE COMPANY, I HAD A CURRENT AUTO LOAN, IN FACT IT WAS OVER PAID THE PRIOR MONTH.
I WAS ASKING FOR AN EXTENSION, AND AT THE BEGINNING OF MY CALL I WAS FALSELY MISLEAD THAT I WOULD RECEIVE THAT EXTENSION, THEN TREATED POORLY ON THE PHONE ; AND TOLD I DO NOT QUALIFY AFTER I WAS TOLD THEY WOULD HELP. NOW THIS.
I FEEL LIKE CITIZENS IS TRYING TO INTENTIONALLY HARM MY REPUTATION AND NAME, AND HARASS ME.
I PAY MY BILLS ON TIME, I HAVE A HIGH CREDIT SCORE, AND THIS IS UNJUST HARASSMENT FROM CITIZENS ONE BANK
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| 06/09/2017 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Fee problem
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Web |
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When I obtained my mortg age with Charter t hey ( without my express approval ) opened a " free '' checking account in my name. They later unilaterally transferred my mortgage and checking account to their affilia te Citizens B ank and started charging undisclosed monthly fees since the date of the transfer. They never informed me of any new fees associated with their decision, sent me notices of their debits from my account, or offered my the opportunity to close the account. I received a notice on XXXX XXXX XXXX , notifying me that they had withdrawn all funds in the account and that I now had a negative balance and needed to transfer funds to Citizens Bank. To be clear, I never wante d an account with Citizens Bank, I did not want an account with Charter Bank, and never consented to me being charged fees. Per Citizens, while they agree that they did waive all " monthly maintenance fees '' the fees charged to my account were a separ ate category of charges called a " dormant account fee. '' Citizens was unable to provide the total amount withdrawn from my account without my consent.
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| 07/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
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- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
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Web |
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I contacted Citizen 's Bank on XX/XX/XXXX after receiving a notification about a purchase on my Citizen 's Bank+ credit card. Upon logging into my account, I noticed a total of six fraudulent charges made to my account. Four of these charges ( made in XX/XX/XXXX ) were made prior to my credit card with Citizen 's Bank even being issued to me in XX/XX/XXXX. I have been able to get 3 of the charges credited back to my account ( 2 were credited back automatically as soon as the charge was made, and 1 was credited back after my first phone call to them ).
As of today, XX/XX/XXXX, no department at Citizen 's Bank that I am able to speak with over the phone is able to give me a status of whether this is being resolved or any sort of timeframe. I keep getting passed from one department to the next, usually ending with one department disconnecting my call and me spending 2+ hours on hold to call them back. They do not seem to be making any attempt to rectify or even investigate this situation or to refund me the {$180.00} that I am still owed back from the three fraudulent charges that they are not working to fix.
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| 03/21/2023 |
Yes |
- Checking or savings account
- Savings account
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- Closing an account
- Can't close your account
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Web |
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I believe that Citizens Bank illegally reopened a closed account I previously had with Investors Bank.
In XX/XX/XXXX, I closed the savings account I had with Investors Bank. The account was jointly held with my husband. In XX/XX/XXXX, I received a " Savings Account Statement '' letter ( see attached ) stating that I had an existing account open with Citizens Bank ( Citizens Bank purchased Investors Bank ) with a {$0.00} account balance. The account seemed to have been opened on XX/XX/XXXX. The last four digits of the account referenced in the letter match the closed account I had with Investors Bank.
The letter states that fees will be incurred if we do not maintain a minimum balance of {$200.00}. However, a " New Account '' waiver was applied to the account so that such fee would be waived for the first four months. The letter implies that Citizens Bank illegally opened a closed account I had with Investors Bank.
I called Citizens Bank to rectify the issue and they stated that they did not have an open account for me ; however, they refused to confirm as much in writing, which gives me great concern.
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| 12/01/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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I began a refinance with Citizens Bank. I paid a {$600.00} good faith deposit. Citizens sent out an appraiser who gave an extremely low appraisal ( {$160000.00} ) on my home. As a side note, I restarted the refinance process with XXXX and got the house appraised at {$200000.00}. The low Citizens appraisal meant that I could not go forward with them as the loan products they offered based on that low appraisal were not satisfactory to me based on what we originally agreed to. I asked them to then refund my deposit and they refused. I took this up with Citizens and ultimately, they claimed the new XXXX appraisal that I sent to them was wrong - although it was more in line with actual values in my town. Long story short, at every level they refused to refund my deposit. I understand the need for a deposit to make sure that I have " skin in the game '' - however, in this case, their appraisal was the outlier and the reason that the agreed upon loan could not be completed. They insist that I signed documents that allow them to keep my deposit, but this is all on them. I would like Citizens to refund my deposit.
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| 12/02/2019 |
Yes |
- Checking or savings account
- Checking account
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- Managing an account
- Problem making or receiving payments
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Web |
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On XX/XX/2019, I initiated a transfer via XXXX from my Citizen 's bank account in the amount of {$610.00} to my XXXX XXXX XXXX Checking account. I received confirmation that the amount was sent and I accessed my XXXX account a few minutes later when I didn't receive a confirmation email from either bank. The funds were not in my XXXX account so I checked my Citizen 's bank account again and on the activity page it showed that the payment failed. The funds were not back in my account. I contacted Citizens Bank concerning the matter and they advised me that XXXX denied the funds and when they receive them back they will credit it back to my account. Since then I have been sent back and forth between XXXX and Citizens bank to different departments and I still do not have my money back in my account. Each bank blames the other and now I have no funds to go to work or my weekly physical therapy appointment. This has been a nightmare and neither institution seems to care or know where my money is. This is the 1st day that I have missed from this situation and I will not be getting paid for this missed day.
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