Date Received: 2022-12-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I disputed XXXX charges on my Citizens Bank credit card account. Citizens bank instead pf promptly resolving my dispute started to overburden me with requests for additional documentation that does not exists. In the attached letter they requested that I explain again what I had previously explained to them and requested documents that I had previously provided. It appears that Citizens Bank is reluctant to investigate unauthorized charges on customers ' accounts.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2022, I ( a consumer and natural person ) received an adverse action letter from Citizens Bank. Who refused to approve my application, in which I extended in good faith. It was stated that the decision was based on my low credit score of XXXX, along with key factors that they felt adversely affected my credit score. Adverse action against a consumer is against the law according to the Equal Credit Opportunity Act. Citizens Bank violated my rights as a consumer who made an application in good faith but credit was not issued. Furthermore because my non-public information was used in a transaction in which I received no benefits, this is proof of fraud.
Company Response:
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I made a payment of {$550.00} online on XX/XX/22 for my XXXX payment. I then made a payment on XX/XX/22 of {$550.00} online for my XXXX payment. When I received my XXXX statement it still showed a payment due for XX/XX/22. I called them and they said it was because I made the payment before the statement came out and they could fix it. When I checked today they changed the payment date from XX/XX/22 to XX/XX/22 so that I paid {$80.00} more in interest. I called them again and they are refusing to fix it. I can prove the dates the payments were made as they would have come out of my bank account the following day.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, My name is XXXX XXXX and I am writing on behalf of my father XXXX XXXX, who is not getting any information from Citizens Bank. My mother did the banking and she passed away from XXXX on XX/XX/XXXX. My father does not speak much XXXX and has medical issues, so I have been handling his finances. We were made aware in XXXX of XXXX that my parents home equity line of credit was coming due. They were offered a loan modification with a 4 % interest rate on their loan that has XXXX left to pay. I contacted Citizens and advised them that my mother passed away. I was told to have my father sign the document and send this in plus a copy of my mothers death certificate. I spent the next XXXX months calling Citizens and was ensured that we would get a call back. This did not happen until XXXX when I was told that they lost the documents and wanted me to submit the docs again, While waiting, we saw the interest rate and payments go up. My father is on social security and lost the second income to the home when my mother died. I stressed this to the bank and was told they were going to help him. All of a sudden they converted my father into a mortgage without our knowledge and have doubled his payments. I called multiple times and asked about the status of the loan modification and I can not get anyone to return my call. They just tell me that the loan is still in process. My father and I believe that Citizens are withholding information and are not giving us any information in order to not process the modification. This is not good Customer Service and we hope that someone can help us to understand what is going on. My family does not need this headache, especially after losing my mom. If someone can contact me it would be appreciated.
Company Response:
State: MA
Zip: 01930
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX XXXX XXXX settlement services on XX/XX/XXXX. They pulled in my Citizens bankXXXX private student loan account, without my permission. They knew and could see on paper that this account had a balance above {$75000.00} yet set me up for default on this account as they instructed me to NOT MAKE PAYMENTS. They stated that they could not speak to Citizens Bank and that they could not advise me on the potential for defaulting. I subsequently reached out XX/XX/XXXX about my concerns about the program via XXXX account portal. I expressed that I was worried about all the phone calls and would like to cancel my account with them and withdraw from their program. They instructed me to ignore the phone calls as this is part of the process. They told me not to make payments to lenders and that if I did, they can not settle my debt and that I would end up owing more as interest has ben accruing. They persuaded me at the time with scare tactics not to withdraw from the program and stated this is just how it works and they understood my feelings. Via email I was instructed to manage calls from creditors in in the following way : 1. Ignore phone calls from the creditors 2. If I did speak with a creditor, mention my hardship, but do not let on that I am working with XXXX and 3. Do not respond to creditor scare tactics when threatened with adverse action by creditors ignore it, as this will only delay my XXXX program. While I was reviewing the Legal Security Agreement they had told me to sign. I was receiving reminder emails to sign the document. The email stated This reminder will be re-sent every day until completed. This is a poignant example of the pressure they put on me throughout my involvement with the program. Contacted them by phone multiple times about concerns : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XXXX presented themselves as experts with posts about student loans on their social media pages and numerous articles about student loans ( federal and private ) and repayment on their website. They knew that by not making payments as outlined in contract with the lender, it is broken and that there are few to no options to pull oneself out of default once the student loan is in default. XXXX misrepresented themselves as knowledgeable. In an article on their website : Why a Private Student Loan Can Be a Really Bad Option, written by XXXX themselves, they state You should be doubly sure that you would be in a position to make the minimum payments on your private student loan, even if life doesnt go as you had planned. Yet they pulled my private student loans into the settlement plan without my asking them to. XXXX refused negotiate/speak with my lenders and creditors on my behalf until I had put enough money away in escrow for them to negotiate. However, when presenting me with an Authorization to Communicate, they defined it in writing that this will authorize us to speak AND negotiate with your creditors on your behalf. On the Authorization itself it was expressed as hereby XXXX XXXX XXXX relief ( XXXX ) express authorization and/or permission to speak as an agent with the undersigneds creditors and to negotiate It goes on to relate all the ways in which XXXX can contact and work directly with the creditors. It was also instructed in an email to change your address and phone number with creditors to ours. I did eventually call Citizens Bank regarding my private student loans out of fear of default. The representative for citizens bank asked me to have XXXX contact Citizens bank to explain their role. When I called XXXX and requested they contact Citizens bank, I was told by customer support that we dont do that. We only contact your creditors during negotiation. I was instructed to cease contact with my creditors. I pulled one of my credit accounts from the program as I was able to settle it myself. When I expressed this to the XXXX, the woman told me that I should not have done that as they could have saved me more money if I would have waited a few years for money to build up in escrow. I made one final call to XXXX XX/XX/XXXX, recorded conversation. Asking them to do something to help me out of default since they work with private student loans. There was no remorse and they told me that unless I re-enroll with the program, they will not help me any further. They also claim to stop creditors from calling incessantly, however, this was never done. Creditors were calling me, my family, and individuals I work with. I ultimately had to withdraw from the program and get a lawyer to have the creditor calls stopped. Disclaimers say that they do not provide advice, but articles they have written on their website state : we also focus on educating consumers across XXXX on how to best manage their money. Our posts cover topics around personal finance, saving tips, and much more. This was withheld from me when I became fearful and felt threatened financially by both XXXX and my private lender Citizens Bank. When I pulled out of XXXX, I communicated fully with XXXXCitizens bank. I explained for a second time what had happened and my desire/willingness to get back on track as prior to XXXX I was in very good standing. I made my normal payment XX/XX/XXXX prior to the involvement of XXXX. When I withdrew I called to let my lender know that all I could pay on that day XX/XX/XXXX was {$150.00} as I had nothing more than that after paying rent that was due on the 1st. I set up another payment for the day I got paid ( which is only once per month ) for {$420.00} as this is what I was told I needed to pay. This was prior to my loan defaulting. Later in XXXX, I received a bill from Citizens bank stating that I owed {$2800.00}. I had just made a payment days prior and told that they would allow me to make payments to catch up. When the bill came, I assumed it was sent prior to my call with the lender. So I had made a payment for XXXX and Citizens Bank placed me into default XX/XX/XXXX and neglected to inform me that this was happening. I was under the impression that if I was communicating and making payments, I would avoid default. As the process was in place for default, no payment was made that month. I called in XXXX to set up regular payments. I explained the hardship in my personal and financial life as well as the fiasco with XXXX. They told me to pay {$750.00}, which I did on XX/XX/XXXX. They told me that they could not set up automated payments at the time and I would have to call each month to make a payment. I called on XX/XX/XXXX and made a payment of {$430.00} with a confirmation # XXXX, but was told just today XX/XX/XXXX that they weren't able to process that payment so they initiated the process to send my debt to a third party collection agency. As I was unaware that this was happening. I called on XX/XX/XXXX to make a payment of {$500.00} and was able to set up auto pay at that time. Last week I received a letter from Frontline Asset Strategies claiming that they now own my debt. I was confused and submitted a letter disputing the debt as I have been making regular payments and each time have been assured that I am ok. I spoke with an actual person on XX/XX/XXXX and they did not tell me that the debt was sent to collections. I received an email from XXXX XXXX XXXX this morning stating a settlement offer is on the table that would change my debt from {$74000.00} to {$44000.00} as long as I make the lump sum payment by XX/XX/XXXX. My partner and I initiated XXXX loans to pay the settlement and I called Citizens Bank to discuss the transfer to collections as well as the settlement. The person I spoke to said that I was still enrolled in automated payments that they would be collecting and was not aware that my debt had been sold. When I asked about the settlement, she spoke to her supervisor and then came back and told me that there is no settlement and that they just accidentally sent my debt to collections. She told me that they will be taking the debt back from XXXX. Meanwhile, a call to XXXX resulted in them saying that the settlement is on the table until Citizens takes the debt back, which could be tomorrow, next week, who knows? I have been jerked around by Citizens for so long and there has been SO much unprofessional miscommunication. They direct me one way, I go that way, then because of an error on their end, I am punished for it. They placed my loan in default and sent me to collections with zero communication. I am so incredibly confused and have no idea what to do because now that XXXX and Citizens challenges have ruined my credit, I can't get any loans to pay any part of this. And because the loan is in default/collections/who knows ... no bank will touch this debt to refinance. Please give me some sort of direction. I will provide bank statements, emails, phone records, mail I have received. Whatever you require to substantiate this. I just want to pay my loan. I was in a very tough position after a divorce, becoming head of household and a single mom. I have outrageous student loan debt because I didn't let poverty stop me from getting an education. I am recently back on my feet and I just want to pay my bills. I am very upset with " services '' provided by BOTH XXXX XXXX XXXX and Citizens Bank. This is exhausting. Thank you so much for your time and consideration.
Company Response:
State: WA
Zip: 98607
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Problem when making payments
Subissue:
Consumer Complaint: For over 6 months I was able to log-in to my account and make payments with no problem. Recently in XXXX or XXXX, my access to my account was removed. I have called Citizens Bank 3 times to try to get this resolved. When I attempt to log-in, it says my information is not valid. On my 3 phone calls to the bank we have confirmed all of the information I am entering is correct. We have confirmed my username ( e-mail address ). However, when I enter in the information it is not accepted. This must be a software problem or something. We have tried multiple computers, browsers, etc. They also tried to change my e-mail on the account to see if I could log-in. The system is preventing this. I even had a late payment due to the fact I could not log-in and make a payment. My calls were on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each time I call I am told that someone will get back to me within 2-3 business days and I never receive a phone call. I have been given a ticket number and told this problem is being escalated but it has not been resolved. The ticket number is XXXX. When I called on XX/XX/XXXX the operator did not want to give me the payment address and kept telling me to do the payment over the phone. I can not get into my account to see any information or pay the bill.
Company Response:
State: IL
Zip: 60446
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX Account # XXXX has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 ; It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under a open end consumer credit plan as late for purpose.
Company Response:
State: CA
Zip: 95776
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/21 I 1st reached out for assistance options & eventually COVID relief ( never received ) with an upcoming secondary mortgage balloon payment of {$5800.00} that, due to work & COVID related hardships, I wouldn't be able to pay by the deadline. What followed was a documented & verifiable pattern of neglect & incompetence exhibited by Citizens bank including two relationship managers that resulted in a 5+ month duration to resolve a simple loan modification, all while Citizens was reporting missed payments. The neglect and incompetence included but was not limited to ; 1 ). Claims of missing documentation. This was verifiably untrue via upload history on their upload portal. It was also contradicted by 2 different Citizens empolyees on 2 different status check phone calls. Documents ended up having to be uploaded at least twice via the portal and at least once via email ( also verifiable ). 2 ). Excessive time in reviewing my information. Ex. I ended up having to upload new paystubs because it took them so long to review the 1st upload. I have logged over 17 phone calls lasting more than 4 hours and 49 minutes, mostly outgoing to follow up on their progress. I have a detailed timeline to further demonstrate this upon request. 3 ). After multiple follow ups on my part and assurances that everything was fine, my request for assistance was closed without warning. This required restarting from scratch in that all applications & documentation had to be filled out again and re-uploaded. And again, claims of missing documentation were made. Also again, verifiably false. 4 ). Required to have post-approval documentation notarized twice, 36 days apart due to 'notary error '. As it turns out, this was untrue as the finalized documents I received back were from the first notarization. For context, I initated a loan modification request with XXXX XXXX, the primary mortgage holder, over a month after speaking with Citizens the first time and they were able to accomplish this in less than 60 days. I also attempted a good faith payment early in this process, around late XXXX, while waiting for Citizens to process the documentation in order to avoid derogatory reporting on an otherwise nearly pristine payment history for this account. Citizens would not accept payment and sent back the {$76.00}
Company Response:
State: ID
Zip: 83709
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In the XXXX of Saturday of XXXX the XXXX, I had an emergency situation, where I wanted to transfer XXXX XXXX XXXX, to a friend of mine. At first, I wanted to make the transfer via XXXX, but the transfer refused, which made me to contact my bank and explain to them my situation, and they needed to verify my phone number. So I gave them my number, and all of a sudden, they said the number could not be verified. I asked them why? They responded by saying that I have to go to the branch so that the number can be verified. I told I have an emergency situation, and I never had problems with this phone number, because the last time, I called you, to remove the hold on my XXXX account, and you asked me the same question, everything went well. Why is it refusing now? I told them. Still could not get help .But at this time, this guy told me since it is an emergency situation, I am going to transfer you to the technical support, and they will ask a bunch of questions, and I was like okay. So they did transfer me to the technical supportand I had to wait for about 30 min onlineand insisted of getting the supportmy call was hang off. I could not get any help. I really needed to complete the transfer to resolve my emergency situation. I called my bank again. And the answer I was given at this, was that I have to wait until I go to my bank to verify my number instead of keeping on complaining over the phone. There was no way I could wait until I go to my bank since it was emergency situation, and I needed to depend on my money that I had permission to use whenever I wantedand the number they said that it could not be verified, I know it was verified in the similar situation and it worked, so why it could not be verified now? So this was a very horrible experience with my bank last night. I tried an other option using an app called XXXX XXXX. I tried this transaction and after trying I, received an email saying that they are detecting a fraudulent activity on my account. And I was given a list of the transactions that was detected and they asked me if I am aware of those. They gave me two options YES or NO. I said Yes. and I was hoping that my transaction was going to be completed successfully, but I tried, but not worked at all. So I contacted the fraudulent department of my bank at this number ( XXXX ) XXXX, and I waited over 20 min, so this person responded my call. And then she asked a whole bunch of questions about account. I answered all those as she wanted. So she told me now she is going to unblock my account, so that I can complete the transaction. I told her to stay online while completing this transaction. So she told me okay. I went to complete the transaction, but nothing worked. I told her immediately that even now the Bank refused my transaction. She seemed surprised at this time. So she went to look at my account againand she asked me what is my phone number in the account. I gave it to her so that she can verify my account. It did work for her to send the code while other same bankers told me that they could not verify my account until I go to the Bank. So for this lady she asked me if I have received the code. I said hold on let me checkbut all of sudden the call got disconnected. I called back, and told them what just happened. Now I was answered by a guy .so this guy told me that I need to verify the phone number ..So I gave him the number so this one told me that the number could not be verified while to other lady, the number was able to be verified because I received the code. I told him all of that. So he said that he understands, and now he told me that he is going to transfer this to an other team and I have to wait about 3 hours .he told me after 3 hours, try the transaction and it will work. If it doesnt work, call us again. We are open for 24 hours. I tried after XXXX hours ; it still didnt work. So I called my bank again. And the answer that I received was so disappointing. This guy told me I have to go the local branch with my ID. Which I still couldnt understand.I complained and he was there listening without any help. So I went to the atm to see if I can take the money out at least. But even at the atm, I could not take the money out. They said until I contact my financial institution. I dont understand why I have an emergency situation and I wan na depend on my money to resolve my problemsbut still didnt get access to my money. Thats why I am frustrated and I am filing this complaint.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a citizen student checking in XXXX and there was a promotion " Summary : This offer has returned, and is now valid until XX/XX/2023. Get {$300.00} when you open a new personal checking account and make a direct deposit of {$500.00} or more within 60 days. Then, earn up to {$100.00} more when you use your newly issued debit card to make purchases. Earn {$2.00} for every qualified transaction within 60 days of opening your account, up to {$100.00} maximum. XXXX XXXX XXXX XXXX XXXX XXXX I made a deposit and met the all requirements. The customer service said the promotion would come at XX/XX/XXXX. However, my account was closed at XX/XX/XXXX. They said I am not qualified for this promotion any more.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A