Date Received: 2023-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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
Company Response:
State: MA
Zip: 01757
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Ever since I filed a prior complaint against Citizens bank, I've suddenly been denied access to their online banking platform. Even if I enter my personal information and account # or go through all steps to recover my account it will not allow it after several attempts, today I called customer service XX/XX/23 they told they me they couldn't unlock my online banking after waiting 30 minutes to speaking with them, then after an additional hold and transfer to the online banking and fraud department, I was told that they couldn't unlock my account and I was told, " am I sure I'd like to be transferred to the department who put the block on my account? ", I replied yes then I was put on hold for another 30 minutes with no reconnection, I'd like the CFPB to get to the bottom of why they can't re-establish / unblock my online banking, and who put this block on my account and why. This is the worst operating bank I have dealt with by an extremely large margin.
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: 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
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: 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.
Company Response:
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: 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
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: 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
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2022 I applied for XXXX Mortgage assistance through the XXXX XXXX XXXX XXXX and my application was subsequently approved. Today I found out that my mortgage servicer- Citizens Bank XXXX XXXX Citizens One XXXX XXXX ) did not apply to be a vendor for the XXXX program thus ultimately denying me the assistance that was granted. I would like to know : XXXX ) Why my mortgage company did not participate in the program and XXXX. ) What remedies are available for me to get my approved mortgage assistance. I understand that the application period for vendors to apply to the program is still open and am wondering how pressure can be exerted upon them to participate. thank you for you help in this matter, XXXX XXXX
Company Response:
State: AK
Zip: 998XX
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I have reached out several times and even included the XXXX and they never could get the to respond including XXXX XXXX XXXX. No one has ever been able to reach anyone or get a response. I have been trying to let the company know that I am unable to work due to medical issues and have been placed on XXXX XXXX XXXX by my work due to my XXXX orders. I was informed by Citizens Bank ( which can not do anything bc the Citizens Pay dept is a separate company they explained ) said they do have some kind of program for people who have this exact issues and can even charge of remaining balance with benefit protection.
Company Response:
State: IN
Zip: 46168
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens bank has my account frozed and taking money out of my account monthly. I'm getting charged monthly for statements but i have access to my checking account. Why am i paying fees when my account is froze?
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: In reviewing my credit report I noted a Loan in the amount of XXXX. As i investigated i found the amount of {$66.00} being paid by my credit card. I noted this payment went back to XXXX 2021. I send the credit card company that I work with all the information. I then called the actual payment credit loan company out of XXXX, ID. The company asked for my 16 digit account number or the Retailer where the Loan was made, but I can't get access to the account and the Retailer because I don't know the account number used or the retailer. I started working with XXXX on this as well as the loan amount has brought down my credit score. I called my personal bank to see if they had information, that when I found the amount being paid from my credit card since 2021.
Company Response:
State: ND
Zip: 58503
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A