Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage payments include money held in ESCROW to pay Home Owners insurance, Real Estate ( Property ) Taxes, School Taxes , County and Local Taxes. Over the past several months, when taxes are due to be paid, Citizens Bank transmits the various payments through a second and third party to the respective government Tax Agency. Within this process, the PIN ( Property Identification Number ) becomes changed or altered when it reaches the respective Tax Agency. When the various Tax Agencies are unable to identify which property to apply the funds against, they return the tax payments to Citizens Bank. Citizens Bank refunds the " TAX REFUND '' as a credit to the mortgage Escrow Account from which it was drawn. NO FURTHER ACTION BY CITIZENS TAKES PLACE. When I receive the next months Statement, I immediately call Citizens Tax Department in XXXX, Tx and might actually speak to a live person. To those employees with whom I have spoken, They seem to feel they have paid the taxes and ask if I want the refund. They don't try to correct any issues or determine why they get a refund. In XXXXXXXX XXXX, the statement shows a " Refund of {$110.00} ''. A City Tax payment was made in XX/XX/2022 for the same amount. In XX/XX/2022, the County Tax was posted for {$970.00} and returned in XXXX to Citizens because the PIN did not match my property PIN. When I called the Citizens Tax Office, the woman I spoke with asked for my PIN. She said their records were different and that's why the taxes were returned. She corrected the PIN but did not resubmit the taxes to be paid again. In the Citizens mind, they paid my taxes. When in actuality they placed me in " PENALTY '' phase and if not corrected and paID BY XX/XX/XXXX, my HOME WOULD BE SENT TO A tax sale.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my Florida home at XXXX XXXX XXXX XXXX XXXX XXXX sustained substantial damage from hurricane Ian. On XX/XX/XXXX, I was issued a first check from my homeowners insurance company for {$56000.00}, XXXX XXXX XXXX Co. The check was made out to myself, my wife and my mortgage company, Citizens Bank. I was told by Citizens bank to have me and my wife endorse the check and send it to them at Citizens XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens gave me a claim number # XXXX. Their phone number is XXXX. I also sent them the loss report that was sent to me with the check. Citizens Bank has refused to give me back any of the money ( {$56000.00} ) because they say that there are missing pages from the loss report. I am enclosing a letter from the Claims XXXX at XXXX XXXX XXXX company where he explains that XXXX XXXX XXXX is not permitted to send the entire report because most of it contains personal information from the insurance company. I sent this letter and email to Citizens Bank. I talked to Citizens Bank today ( XX/XX/XXXX ) and they still refuse to send me any of my money back until they see the entire insurance company report. I can not start repairs to my home until I get this money. My home needs a new roof and the XXXX will not start until he receives the amount of money that was given to me by the insurance company for the new roof. I am still paying my mortgage payments to Citizens bank although my home has sustained much damage. Can you please help me with this situation. Thank you very much!
Company Response:
State: NJ
Zip: 08088
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I closed all my accounts with citizens bank, ( which are all under my personal name ), with the XXXX XXXX XXXX mgr, XXXX, back in XXXX a month ago I see a 30 day, {$20.00} fee late payment my credit report. After several calls, I got a rep who gave me a credit for the {$20.00}, and would sent the info to " credit dispute '' to look at and remove the negative report, and they would be in touch with me. Neither has happened. I keep trying to reach somebody in that department, and am always told they have no phone number. They are hurting my credit report for an inarticulate report of late payment, after the account was closed, and amount credited.They need to be sure of the situation before hurting my ability to borrow money, and should be able to be reached to quickly resolve problems! This is irresponsible of them
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hard inquire performed without my consent. Actions taken : Contacted credit XXXX would not remove inquire Filed dispute Froze credit account Reported fraud to credit agency Provided statement to credit agency Contacted company performed hard inquire citizen bank Reported to their research department File complaint No resolution hard inquire still listed.
Company Response:
State: HI
Zip: 96818
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a Citizens Access ( CA ) online high yield savings account. It is to my XXXX XXXX ( XXXX ) checking and savings account to transfer funds between accounts. On XX/XX/22 I attempted to transfer XXXX {$1500.00} from XXXX to CA. This would have brought the CA balance to approximately {$9500.00}. Somehow, the CA account continued to increase in {$1500.00} increments XXXX more times on XX/XX/22. XXXX has declined XXXX of these so far. I talked with CA Rep XXXX on XX/XX/22 and she said these would jus fall off at the end of the month. Yet the {$1500.00} pending transfers keep increasing. This could wreck my XXXX account, which is my main account.
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: My complaint is against Citizens Financial Group/Citizens Bank On XXXX XXXX XXXX I made my monthly car payment on time. On XX/XX/, my car was totaled. My insurer XXXX contacted Citizens, and sent them a check to pay off my vehicle. The check received was enough to pay off the vehicle loan with a small amount left over. Oddly, Citizens has tried to include a XXXX payment with late fees, in my payoff amount and they will not release me from this loan. Citizens has attached a XXXX payment that is not valid. Citizens was notified of the total loss before a XXXX billing cycle occurred. I have contacted Citizens multiple times to resolve this issue. Yet it remains unresolved and I am ignored. I have spoken with a Supervisor at Citizens who confirmed that Citizens did attach a XXXX bill with late fees, to the payoff amount. I then sent in all supporting documents to show that I do not owe any payments or late fees. On XXXX XXXX XXXX a check was sent to Citizens, on my behalf, from XXXX XXXX XXXX XXXX XXXX This check was to clear up my past due amount with late fees. The check was in the amount that Citizens themselves had required and requested to clear my past due balance with the late fees. After the payment was accepted, I no longer had a past due amount or late fees with Citizens. I have not been late since Citizens received the amount requested to clear up my past due balance. Yet the following month of Citizens receiving the check, they re-attached the late fees that they had just received payment for. I have every document to support my claim that I do not owe Citizens anything. I feel like I am being bullied by Citizens. They refuse to acknowledge that I do not owe them. They are still billing me to date with a daily rate. They disregard me when I call and tell me to just pay it because they're not taking it off. Citizens knows very well that billing is no longer applicable. Along with the XXXX at Citizens confirming that they did attach a XXXX payment after the total loss. The amount requested ( aside from the new daily rates now being charged ) The amount is the equivalence of 1 payment plus the late fees that they have already collected payment. Citizens has now added a XXXX payment! They will not clear me from this loan nor will they give XXXX the title. Citizens is a big XXXX. I am XXXX XXXX XXXX and I feel like they are trying to wear me down because I am a XXXX
Company Response:
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
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 submitted a dispute with CITIZENS bank because there were unauthorized transactions in my account totaling to {$620.00}. I received a temporary credit until the investigation was completed. CITIZENS bank then sent me a letter dated for XX/XX/2022, stating that the investigation has been completed and the transaction was valid and the temporary credit of {$620.00} will be reversed from my account on XX/XX/2022. CITIZENS Bank has not provided me with any documentation that proves that this transaction was in-fact authorized by me. Pursuant to 15 USC 1693g ( a ) it is the purden of proof for the financial institution to provide proof that an unauthorized transaction was authorized by the consumer by signature, photograph, or fingerprint or by electronic or mechanical confirmation. CITIZENS has not provided me with any of the requirements under this subsection. Please help assist in resolving this matter as soon as possible. Thank you.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX I received XXXX XXXX transactions to my checking account of Citizens Bank, one for {$500.00} ( XX/XX/XXXX ) and other for {$100.00} ( XX/XX/XXXX ) a total amount of {$600.00}, the purpose of that was to pay off some overdraft fees of {$140.00} and make moves on that account that I didn't use for a long time. Those transactions were supposed to be posted on the account on XX/XX/XXXX, but instead of that on XX/XX/XXXX Citizens Bank closed my account to charged off the overdraft fees and they deleted the two transactions from my transaction history. I went to the Citizens Bank branch on XXXX XXXX XXXX, XXXX XXXX, MA XXXX on XX/XX/XXXX to try to make an withdrawal and the teller notified me that the account was closed, when the account was open on that weekend that I received the transfer. I made a check to pay off the fees and I gave it to the assistant branch manager but this check wasn't send to the recovery department, alleging problems with the internal mail, so this person returned to me the check, more than week later on XX/XX/XXXX I payed off by phone the fee {$140.00} with my debit card to the Citizens Recovery Department, but the situation is that nobody knows what happened to the {$600.00} or where it is. I trayed to resolved it at the branch of Citizens Bank, but any of the options that they gave me works and nobody of the internal department that they trayed to contact none were helpful : XXXX They told me to contact the person who sent the money to put a claim on her bank, we did it but the bank ( XXXX Bank ) says the money were sent and can not be revoked ( I have a copy of the case summary of the claim ). It's means that the money wasn't returned to the sender. XXXX They told me to put in contact with XXXX but it says that all transaction made by the back mobile app have to be checked with my financial institution, in that case Citizens Bank XXXX I've been trying to resolve this situation with Citizens Bank by the most polite way posible, I feel disappointed and I don't trust in this Bank anymore, as a customer I feel robbed. Also, they didn't pay to much attention to my situation even I gave to them all the prove of documentations that prove my account was open on the date of the transactions : -I have XXXX emails from Citizens Bank that prove that the money were deposited on the account. -A letter from Citizens Recovery Department dated on XX/XX/XXXX the same day that the transfer supposed to be posted on the account. -I have a copy of the case summary of the claim that the sender put on her bank. - I have a copy of the check that was returned, and the email confirmation that I payed off the overdraft fee of {$140.00} to Citizens Recovery Department.
Company Response:
State: MA
Zip: 02136
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: I sent Citizen bank a proper legal notice of contract rescission with the appropriate form and identifying information. They replied with a loan satisfaction letter, implying that congress had put in the US code something about satisfied loans not being eligible when quite the contrary. Congress specifically says ALL consumer credit transactions made before or after XXXX of XXXX are applied to this subject matter. Citizen bank will be in violation of said code on the XXXX of this month for that marks their 20day limit after receiving notice. I am going to continue sending them letters until they send me my check that congress says they have no choice, but I just wanted a notice on public file as well. as of today the XXXX of XXXX, they are officially in violation on the law. A guy named XXXX received my service since Citizens refused to give me the name and address of the agent that is registered for process of service. He will be the one held civilly liable.
Company Response:
State: ID
Zip: 83401
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I was recently incarcerated for some activities that took place i had purchased an Xbox from XXXX thru citizen bank I couldnt pay the money because my console got stolen an I was incarcerated and I filed an identity theft case an now its not accepting me for any credit or replacing my Xbox that was stolen from me I talked to citizen an they said its nothing we can do I feel like they can give me an opportunity and show them that I can pay them Now an i want my console new version
Company Response:
State: MI
Zip: 48221
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A