Date Received: 2023-01-25
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: CITIZENS BANK is alleging that I owe a debt of {$570.00}XXXX XXXX I served a letter on CITIZENS BANK through USPS certified mail on XX/XX/2023, Tracking Number XXXX. In my letter I requested CITIZENS BANK to validate this alleged debt under 15 USC 1692g ( a ) and 15 USC 1692g ( b ). CITIZENS BANK has ignored my request and is now threatening to close my account and report false information on to my consumer report. I have provided copies of CITIZENS BANK correspondences as well as my letter/documents that was received by CITIZENS BANK with this complaint, see the attachments for review. CFPB please help me in resolving this issue, because CITIZENS BANK is ignoring my requests and correspondence. Thank you.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: I have a mortgage with citizens bank with my maiden name. They are currently merging with XXXX bank and I recently had a hard inquiry for XXXX bank. Next thing I know I receive a credit & debit card in my name from XXXX bank for which I did not apply. Citizens leaked my private information to this XXXX bank without my permission.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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.
Company Response:
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I can not find the expiration date for the promotional XXXX % interest balance transfer ' I have with this credit card. The date that the promotional period expires is not on the monthly statement, nor can I find it anywhere on the website.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Money was taken out of my account without my permission. Identity theft issues more than once with this bank.
Company Response:
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: 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.
Company Response:
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I made a purchase from XXXX with this Citizen 's XXXX credit card in XXXX XXXX I made a payment of {$96.00} on the account and then decided I wanted to return the purchase with the intent of making another purchase immediately after the account was credited. XXXX promptly accepted the return and credited the account, {$1500.00}, leaving me with a positive balance of - {$96.00}. While making the next purchase I was mistakenly informed that the account was over my credit limit and received a fraud prevention email from the bank saying to contact them. I immediately contacted the bank and the case was escalated on XXXX XXXX XXXX I was told that they would contact me within 4 business days. It is now XXXX business days from then and I've received no contact from the bank, by either email or phone. When I call, they tell me that the case has been escalated.
Company Response:
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XXXX XXXX I opened Acct XXXX with Citizens Access using a XXXXXXXX XXXX check for {$8000.00}. 2 Days later Citizens access later closed my account without telling me why. I called Citizens 4 different times and each time I was told that they could not refund the money to directly. XXXX XXXX would have to fill out a 'form ' and request that funds back on my behalf. I called XXXX XXXX 3 times and each time was that there is no 'form ' to fill out. It is not something XXXX XXXX does once funds clear ( which they did on XX/XX/XXXX ) So Citizens refuses to return the {$8000.00} to me. XXXXXXXX XXXX say they can't help me.
Company Response:
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Citizens Bank XXXX their checking account bonus on XX/XX/XXXX for {$300.00} with qualifying deposits. Then it was {$500.00} to open an account and maintain it for 90 days. I opened my checking account with more qualifying deposits and my payroll was also deposited every 2 weeks. The account is active and is full qualified to receive the bonus within 90 days of account opening. I called the bank nand spoke to the representative, they told me i am qualified to get the bonus and will soon deposit it within a week. But they never did. I called again, i spoke to XXXX on XX/XX/XXXX. She told me i will hear back from them within 48 hours but never. So i have to make a complain.
Company Response:
State: NY
Zip: 11368
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 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!
Company Response:
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A