Date Received: 2023-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response:
State: PA
Zip: 185XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have sent numerous letters to my mortgage company regarding fraud contract such as po box not contracting venue and 18usc 1341 and 1342 and now my credit is impared. The mortgage is not even in my correct name. For the voidance of perjury, i require correct parse syntax sentence structure. I have all documents. I have contacted the XXXX XXXX XXXX director as well.
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: A account was open using my SSN at Citizens BankN.A used for buying house survalance equipment which who ever it is has my SSN # and I need a block on it.
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX through a mortgage program because of covid agree to pay $ XXXX toward my mortgage, but I have to pay the difference which is XXXX first, because the state wants to make sure when they make a payment the account is XXXX out and not behind. Citizen bank wont let me make a partial payment so that XXXX can make their payment after. I have called the bank over XXXX and I have been getting a runaround. So I need to make 2 partial payments to pay my past due balance, my house is in foreclosure and the bank won't process my payments. The XXXX grant from the state is time sensitive.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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.
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My account was opened on or about XX/XX/XXXX under a promotion for {$400.00}. All promotional terms were met and the opening promotion was due XX/XX/XXXX. It is past due and the customer service rep could not advise when it would post.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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!
Company Response:
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I signed up for a credit card with Citizens Bank that offered a sign up bonus. The signup bonus stated if you spent {$500.00} within a certain time frame ( I believe this was a XXXX day time frame ) they would offer a {$150.00} cash reward bonus. The bonus would be deposited to the rewards were you could redeem for statement credit of receive back as cash. I spent more than the required amount ( {$500.00} ) and did not receive the cash rewards bonus. When I called to inquire, I was told by Citizens that I was under a 'different " rewards sign up bonus. I was enrolled at 3 % cash back rewards NOT the promotional spend {$500.00} get {$150.00}. I did not sign up for the 3 % bonus, as I signed up through their website through the proper offer. My current statement ( or any of the statements for that matter ) mention NOTHING about having a promotional 3 % cash back, This is an error on their side, that they are failing to rectify.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I paid this item off on XX/XX/2022. I requested the line of credit to be closed. It never was, and is still on my credit report. I also can not look at any details about the account on my credit report.
Company Response:
State: MI
Zip: 491XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: 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.
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A