Date Received: 2023-12-17
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I took out a line of credit through Citizens Pay and in the contract it stipulated that I would pay $ 25 monthly. however, after contract was signed. In addition, I successfully signed up for auto pay and discovered that they had a technical issue with their XXXX XXXX software once my credit score dropped for late payments. I have attempted to contact Citizens Pay for over 2 months via emails, certified letter, And several telephone calls to resolve the above issue albeit, it's a breach of contract for them increasing the monthly fee. However, they have been unresponsive.
Company Response:
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I initially received an account summary from Citizens Pay with a statement balance for XXXX XXXX XXXXXXXX XXXX XXXX XXXX. It used a XXXX XXXX address that is not my account. I ignored it thinking it was junk or fraudulent as I did not apply for the line of credit nor do I even own an XXXX and they used a XXXXXXXX XXXX address as the account name. I then received notice from a debt collector. I submitted the dispute form regarding the claim and they returned a statement from Citizens Pay.
Company Response:
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I wrote a check XXXX XXXXXXXX for {$3300.00} to XXXX XXXX XXXX XXXX XXXX XXXX. Check was NOT cashed by XXXX XXXX XXXX. Check was cashed by XXXX XXXXXXXX XXXX XXXX, Citizens Bank. On my behalf XXXX Bank has reached out to bank of XXXX XXXX Citizens Bank on XXXX XXXX, XX/XX/2023 & XX/XX/2023 to get a response ; however still no response from XXXX XXXX, Citizens Bank.
Company Response:
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a savings account and deposited a check into it. The check cleared on XX/XX/XXXX XXXX XXXX Then on XXXXXXXX XXXX I received an email saying my account had been closed with out any further information as to why. I called them after waiting 2 months for my funds to come by check in the mail and all they could tell me was that my account was closed and if recorded a check 7-10 business days from the date it was closed. I called another time to request account information and status of check that I hadn't received and they tell me they can't find any information on my account ever existing. I find this ridiculous and it's put me in a bind financially.
Company Response:
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am a first time homebuyer and bought the home in XXXX. My mortgage was sold to the current lender, Citizens and after the 12 months my insurance lapsed. I was not notified, no calls, no texts, no emails - I get billings about paying my monthly mortgage payment every month, meaning my email works just fine for them to make sure they get their money. Citizens did not inform me that after buying my mortgage last year in XXXX that they did NOT have the insurance information and couldn't renew it. Both Citizens and the insurance company admitted that this happens often to first time buyers. Citizens reps on the phone stated they see this all the time, yet, they don't have anything in place for this. I lost my insurance due to this lapse and now my payments went up about {$100.00} a year because of this. I never received any formal communication when Citizens bought my loan that this may happen and no notice that they couldn't contact my insurance company. They then went on to forcibly purchase me insurance at {$1000.00} when my original cost was around {$700.00} per year - currently {$800.00} because of this.
Company Response:
State: VA
Zip: 24012
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Citizens made an unrealistic determination as to the validity of a charge without taking all the facts into account, instead relying simply on statements from the vendor which are a ) grossly inadequate, b ) in some cases illegible, and c ) in all cases inaccurate as the original transaction occurred by phone and I have the testimony of other parties who were part of the phone call who can and will verify that the vendor was clearly and repeatedly made to understand that the charge was to be a one-time charge ONLY. Citizens has twice broken its commitments to contact me to hear statements and proof to that effect, and so has avoided and failed at properly gathering all the pertinent facts in the matter before rendering their decision as to the validity and invalidity of the charge. This complaint is against Citizens Bank. I will file an additional claim if necessary against XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. : the offending vendor ) when and if it becomes necessary.
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have received from Citizens month after month a Mortage statement stating ... " You have one or more past due payment ''. This is false. I am using an auto draft, using their form to have my XXXX mortgage payment withdrawn from my checking account on the XXXX of the month with XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX I am due for the XXXX XXXX regular mortgage payment and the payment is set for an auto drafting by Citizens on XX/XX/XXXX. The XXXX fell on a Saturday, so the due date was extended until XX/XX/XXXX, the next business day, a Monday. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX My loan is a conventional XXXXXXXX XXXX XXXX single family, owner occupied. For all I know Citizens is report every month that I am past due and they MAY be reporting to the three national credit reporting agencies that I am delinquent, which would have a major effect on my XXXX score. Citizens purchased my loan servicing right after the subject mortgage loan was originated in XXXXXXXX XXXX I have called Citizens to complaint and get a nonsensical no sinical answer. I told them, that I would report them to the proper governmental authorities i I received one more Mortgage Statement stating that I was past due and demanding that I make a double the regular monthly payment. Citizens said their computer automatically generates the delinquent notice and I said that was not my problem to resolves and they needed to immediate bring the issue to attention of Citizen senior management and immediately fix the report delinquent problem. Further, if Citizens reports me to the national credit reporting agencies as delinquent I'll sue them and maybe start a Class Action case against Citizens and their senior officers.
Company Response:
State: NE
Zip: 68516
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Citizens Bank sent tax escrow payment to wrong address. Specifically, the zip code is incorrect. Citizens Bank has a zip code of XXXX showing for XXXX XXXX XXXX XXXX. The correct zip code for XXXX XXXX XXXX XXXX is XXXX. See attached documents.
Company Response:
State: NM
Zip: 88011
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited XXXX dollars into Citizens Access Bank in XX/XX/XXXX. Once deposited, I was not able to close the account, take the money out or even get a reason as to why my account was on hold. I called 4 times about the issue and even escalated the call and never got a reason.
Company Response:
State: FL
Zip: 33126
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: 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.
Company Response:
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A