Date Received: 2022-11-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I applied to a bunch of Universities in the US for my son through the XXXX XXXX. The application amounts ranged from US {$55.00} to US {$90.00} and there were a total of 9 transactions. The payments were made to entities in US ( universities ) through a US based entity ( Citizens Bank ) using a debit card issued in US. I have been charged a total of US {$19.00} for the XXXX payments towards " Foreign ATM or POS Fee ; Exchange Fee '' as per the following details : XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$2.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$1.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$1.00} Exchange Fee XX/XX/22 Foreign ATM or POS Fee - {$1.00} Exchange Fee These charges do not make any sense to me and I have requested Citizens Bank to waive them off. But they have refused to do so. This seems nothing but a clearcut case of extortion on the part of the bank. They have charged me a 3 % fee by labelling these transactions as international. This is wrong because the payments were made to entities in US ( universities ) through a US based entity ( Citizens Bank ) using a debit card issued in US. The entity that processes the payment is also a US Based entity ( XXXX ) and they have clearly stated that they do not charge any additional fee for the use of cards issued by US financial institutions. The receipts issued for each of these transactions has been attached in the form of a PDF file.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my loan has been approved for home retention and I wish to move forward with the loan modification however Citizens Bank still has not sent me the final modification documents needed to finalize the modification. I was initially told by Citizens Bank loss mitigation dept that it could take 2 weeks to get the final modification documents generated from the initial approval. It has now been 6 weeks and the final modification documents still not have been generated. The approval letter from XX/XX/XXXX clearly states that In order to accept this offer, please send back the final modification documents, signed and notarized ( if applicable ) by XX/XX/XXXX, The letter also states that if I dont send the final modification documents my XX/XX/XXXX my modification will be null and void I am worried that by not getting the final modification documents sent to Citizens Bank by the deadline of XX/XX/XXXX, it will be used against me to null and void my modification as stated on the approval letter. North Carolina is a non-judicial foreclosure state so I can lose my home very quickly if the investor that owns my loan starts the foreclosure process. I WANT TO KEEP MY HOME!! Citizens Bank is not servicing my loan correctly by not sending me the final modification documents in a suitable time frame.
Company Response:
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a legal aid attorney submitting this on behalf of my client XXXX XXXX, who has a mortgage serviced by Citizens One Home Loans. Borrower : XXXX XXXX Servicer : Citizens One Home Loans Subject Property : XXXX XXXX XXXX, XXXX XXXX, LA XXXX Loan # : XXXX My client applied for and received {$21000.00} in Homeowners Assistance Funds to reinstate her mortgage ( see benefits award letter attached ). That money was wired to Citizens, according to the eligibility analyst at Louisiana 's Homeowner 's Assistance Fund, but Citizens has not applied the funds to my client 's account, nor have they provided any explanation as to why they haven't applied the funds to my client 's account. We have repeatedly contacted my client 's single point of contact at Citizens, but have received no response since XX/XX/2022. I sent a qualified written request and notice of error to Citizens regarding this issue on XX/XX/2022 ( attached ). I have not received an acknowledgement or response.
Company Response:
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on the sale of my XXXX on XX/XX/22 with a HELOC payoff amount communicated to me by Citizens Bank on XX/XX/22. Upon further review, the payoff amount quoted by Citizens ( {$620000.00} ) is roughly {$1800.00} more than I should have owed. I believe this to be due to a glitch in Citizens systems whereby some of my prior accrued interest may have been capitalized incorrectly ( even though I attempted to pay the amount due, it was not paid ). I would be willing to even accept this glitch, but even if the interest was capitalized, it should have been relieved from my accrued interest. Therefore, my interest balance on the payoff document was much too high. I have all the supporting documentation to prove this. I have attempted to resolve this issue with Citizens customer service for 4 months ( 1 call per week lasting about 30 minutes each ) and am finally giving up and taking every available legal recourse I can. I am constantly told my Citizens that their " back office is handling this '' and that I will receive a summary of the calculations justifying the payoff amount. This has turned out to be a lie. Based on my other dealings with Citizens while applying for and servicing the debt, I am starting to think that this may be due to corporate malfeasance rather than simple incompetence. Case number XXXX with Citizens.
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2022 Citizens bank removed XXXX funds allocated for my bill in my checking accounts for so called offset after they instructed me to make a payment arrangement with a collection agency.
Company Response:
State: NY
Zip: 12205
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens bank has been holding my account since XX/XX/2021, and wont let me close it or release the funds. I was told to come into an office and Identify myself. Which I did & funds were not released after that. I have filed reports with the XXXX and also spoke to reps at the bank and branch. They are holding my account with a freeze, but charging me monthly maintenance fee 's. This has been going on for over a year. Ive also obtained outside legal help with this and been told to follow procedure here. My niece is also on the account with me, and her funds are also in a limbo status
Company Response:
State: OH
Zip: 44102
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
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 1995 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 20 day 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.
Company Response:
State: ID
Zip: 83401
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2022, I opened a Checking and Savings account with Citizens Bank under an offer to receive a bonus of up to {$600.00} if certain requirements were met ( a direct deposit of at least {$500.00} into the checking account, and maintaining a balance of at least {$15000.00} in the savings account through XX/XX/2022 ). I met all of the requirements for the bonus. The offer said the {$600.00} promotional bonus would be paid by XX/XX/2022, but the bonus has still not paid out to my account. When I online chatted with a representative of Citizens Bank, the representative reviewed my account and agreed I had met all the terms of the offer and should have received the {$600.00} bonus already based on the terms of the offer, but then they claimed they didn't have the ability to escalate/raise this to anyone else for review for me to get the bonus paid out. This offer was from a mailer from Citizens Bank sent directly to my house. I have attached images of the mailer, as well as a screenshot from the application process showing the offer code XXXX was attached to my application.
Company Response:
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXXXXXX XXXX XXXX I was aggressively pursued by a representative of Citizens Bank to apply for a home mortgage loan I didnt need. In XXXXXXXX XXXX XXXX I signed a contract of adhesion in a fast food diner. I received the loan proceeds at closing on XX/XX/XXXX and commenced timely repayment. Unfortunately, Citizens incorrectly processed my payments. That information was revealed to me by XXXX XXXX XXXX, a Citizens customer service manager. Citizens nevertheless reported me 60+ days delinquent for the months of XXXX, XXXX, and XXXX, for which I have e-mails from Citizens acknowledging receipt of my payment. Parenthetically, I am accused of being 180 days delinquent during a period of 153 days. The result is a loss of more than XXXX points from my otherwise impeccable credit score. I have tried countless times to resolve this with Citizens collections department. All I get is the runaround. Days ago I received a sheaf of hardly dispositive papers from Citizens purporting to demonstrate that I failed to make timely payments, when I have records of receipt for this entire year. If I am so abusive of credit, how did I get fast track loan approval from Citizens in the first place? Please help with this matter.
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I took out a car loan with Citizens Bank on XX/XX/XXXX for approx {$36000.00} with a monthly payment of {$590.00} monthly acct # ending XXXX. I was laid off from my job in XX/XX/XXXX and my last payment on the loan was in XX/XX/XXXX. The car was repossessed in XX/XX/XXXX and charged off the same month for {$9100.00} after the car was sold by Citizens Bank. I have a checking and savings account with Citizens Bank and without my knowledge and permission, withdrew {$9100.00} on XX/XX/XXXX out of my savings account to satisfy the charged off account. Most of my income is from Social Security retirement and I have been receiving Social Security since XX/XX/XXXX. I had saved over {$12000.00} during ths time and was in my savings account at Citizens Bank. I thought is illegal to take money from an account if most of that income is dervied from Social Securirt benefits and if there was no activity on on account for at least four years according to debt collection regs. The telephone number for Citizens Bank Asset recovery is XXXX and address is Citizens Bank Asset Recovery XXXX XXXX XXXX XXXX XXXX XXXX, Rhode Island XXXX. Please see attached docs for additional verification. Please advise if you need nay further information from me. Thank you very much
Company Response:
State: PA
Zip: 19601
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A