Date Received: 2023-02-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: citizens bank did not properly close my debit card that was reported lost and stolen. The card ending with XXXX was closed mid XXXX. The merchant from XXXX XXXX and XXXX should not been able to take funds out of my account with my old debit card. this jeopardize the security of my account and for a quest accounts I pay {$25.00} a month and should have better benefits for an account like that and and the {$30.00} extended overdraft fees are ridiculous. they put the extended overdraft fee before one day before.
Company Response:
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
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: I took out a consumer loan with Citizens Bank. I was set up on auto pay using my credit card. At some point there was fraud on my credit card and a new card number was issued. However, I forgot that the old number was being used on my auto pay for the Citizens loan. When Citizens attempted to process the the monthly payment using the old number it of course failed. Instead of alerting me to this issue as every other credit granting company, such as either by phone, letter in the mail, email, text, or even an alert on the customer portal saying I was past due, Citizens did none of those things and just sat on their hands and after 30 days reported me to the credit bureaus as 30 days late. I have tried filing a complaint with the credit bureaus and Citizens with no success. I would have updated my payment method and brought my account current if I had just known about the issue sooner. Citizens failed in its legally responsibilities.
Company Response:
State: WI
Zip: 53211
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response:
State: NE
Zip: 685XX
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: Opted out with XXXX about a year ago. Citizens does provides info on XXXX opt out of prescreen unsolicited offers with their unsolicited offers that I continue to receive, but they ignore opt out requests! Additionally, I have mailed credit card offers offer back to Citizens, asking them to cease and desist, as I have opted out.. Citizens mailing envelope for offers contained a return address along with an individual employee named XXXX XXXX XXXX HEAD OF CONSUMER CREDIT CARD, CITIZENS ( SEE ATTACHED DOCUMENT ) as the party responsible for sending the unsolicited credit card request even though opted out. I recently added opt out forever with XXXX, but I doubt Citizens will honor such
Company Response:
State: PA
Zip: 15642
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
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: On XX/XX/XXXX I purchased a flight through XXXX XXXX. I used a XXXX account and the Citizen 's bank Debit card attached to it. The price was XXXX XXXX dollars. The amount was quickly withdrawn from my Citizen 's bank checking account. Simultaneously, a hold for an additional XXXX dollars was placed on my account, for a total of XXXX for my purchase for half that amount. I have called citizens, paypal, and the airline. Three times each. Each blamed the other in turn. I was told this is normal practice, and the hold will resolve on XXXX. In the meantime, my checking account is missing XXXX dollars that I can not access to pay my bills or make any purchases. I find it completely unacceptable that a company can withhold my money for double the amount. None of them can tell me even which is responsible for it. I was told if I dispute the hold I may lose my flights. So I have no recourse.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Opened the saving A/C on XX/XX/XXXX with Citizens Bank with {$100.00} initial deposits - saving A/C # XXXX, Routing # XXXX, also received the receipt acknowledge by them. XXXX XXXX wanted to access a/c to deposit more money, could not log into a/c so called customer service dept. - talked to XXXX. She said do not have any more a/c and Bank has ended the relationship. Then talked to several times to find the reason for closing the a/c and to return my initial deposit of {$100.00}. Finally talked to XXXX on XXXX and she opened the case # XXXX to further investigate. Did not receive any communication, so called again on XXXX and talked to XXXX- she suggested to get the letter from XXXX XXXX XXXX XXXX On XX/XX/XXXX my bank ( XXXX ) talked to their staff - XXXX personally and talked almost 1 hour and 30 mins, but no good solution and said can not help anymore and said can not talk anymore or cant give more info. and hang up. I have tried to log into my a/c several times but no access. They have closed my a/c but not refund the deposit. Please help to recover this amount. Thanks.
Company Response:
State: NC
Zip: 28409
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Contacted XXXX XXXX on XXXX XX/XX/2023 and was forwarded to Chairman 's Office. Received e-mail from XXXX XXXX in Chairman 's Office on XXXX XX/XX/2023. Responded to e-mail to XXXX on XXXX XX/XX/2023. Received voicemail from XXXX on XXXX XX/XX/2023 and responded. No response to e-mail as of XXXX XX/XX/2023. Received and responded to a separate voicemail on XXXX XX/XX/2023 without response.
Company Response:
State: OH
Zip: 45458
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: 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.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A