Date Received: 2022-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage in XXXX of XXXX, and part of that was paying off and closing my HELOC with Citizens bank NA. Citizens reported to my credit bureau the account was satisfied and closed on XX/XX/XXXX. In the beginning of XX/XX/XXXX I applied for a new HELOC with XXXX XXXX During the process they noticed that Citizens Bank was still listed as a lienholder on my house title, and told me I had to have them removed to proceed with my HELOC. I contacted Citizens Bank on XX/XX/XXXX to find out what was going on with this closed account. The account was never closed. They advised me to pay a {$80.00} discharge fee, which I paid over the phone and that it would be 10 business days to process the closure of the account and removing their name off the title as a lienholder. I followed up with Citizens Bank on XX/XX/XXXX to find out where they were at. I was informed that the process had not started and that they would start the process. They told me that I would have to wait an additional 7 business days for the loan to be closed and to remove their name as a lienholder. I called today on XX/XX/XXXX to find out where the letter of satisfaction was for this loan. I was informed that they still have not started the process and that it was take another 7 business days. The issue is now XXXX thinks I'm pulling their chain and they are going to close my loan application because i have not provided proper documentation of the HELOC being closed at Citizens Bank. If they close it I am going to have to reapply and be subject to an increased interest rate because it has changed since XXXX and not for the better. I don't know what to do at this point and need someone to investigate why they are refusing to help me. I feel like I'm being defrauded by Citizens Bank and they are forcing me into a situation where I will have to pay more for my loan elsewhere.
Company Response:
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: was contacted by collection agency saying I had an outstanding balance in an account that was opened in 2013 at citizens bank that I don't remember opening and I'm not sure how to proceed my indenty was stolen and someone filed taxes in my name and now I receive a pin number to file taxes with and i believe it was around this time that it happened
Company Response:
State: IL
Zip: 60153
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: We already had a previous case from the CFPB ( XXXX ) that says it was closed on XX/XX/XXXX but we had no idea it had been closed because as of now we are still trying to get our money back. Citizens Bank allowed several fraud transactions back in XXXX of XXXX on our account and we have tried in good faith to get our money back and have gotten most ( {$15000.00} ) but are still waiting on over {$1000.00} a year later. We heard from Citizens as recently as XX/XX/XXXX when the fourth person they put on our case called and left a message saying she would call when she knew something. The others would call and leave a message and when we returned the call it always went to voice mail except with XXXX person, who was quickly taken off the case. The last phone call I received was on XX/XX/XXXX from a woman named " XXXX ''. We called her back on XXXX, and XX/XX/XXXX and again on XXXX but she has not returned our calls. This new complaint stems from checks cashed on our business account with someone else 's name on the check and someone else 's signature that were wrongly cashed by the bank. For one of the checks they are saying we will not get reimbursed because we waited over 30 days to make the complaint. This was a check written by a nursing home, which is far from what our business is, in a different state, with different, non-authorized signatures. The bank cashed it and we reported it well within the 30 day window, in person, at the branch. We have the bank representative as our witness, and we are her witness that she reported it over the phone as is their policy while we were there on XX/XX/XXXX of XXXX. The person we spoke with at the branch has been very helpful and does not understand what the problem is either. They have yet to reimburse us for 3 of the many checks.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I bought an XXXX in XXXX from XXXX order and got the standard XXXX XXXX loan from citizens one bank. I had to return my XXXX. And I can not get the loan company to stop taking money out of my account. Payment Amounts are for {$41.00}. I have paid for XXXX and XXXX, both on the XXXX, with no refund and another is scheduled XX/XX/XXXX. I have tried to contact them and XXXX and I get the run around from both of them telling me to contact the other company.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: citezen one bank. I have been trying to get out of the XXXX XXXX forbearance since XXXX of XXXX the entire time i have been getting the run around instead of being able to get back to my mortgage payments. every time i call they tell me that my XXXX XXXX XXXX name will be removed from the mortgage, and a notary will contact me shortly to finalize everything, just to wait until the end of the week and give a call back to check. at the end of the week I call back, and they tell me that they are still waiting on something new. I have summited many documents in a timely manner, and still continue to get the run around. sometimes when i call they say that the notary called me and i missed them, but i always have my phone on and near me. i have only ever received XXXX phone call from them, and that was a call telling me they were canceling the notary, but then said he has to look into something and would call me the next day by noon. its over a week later and i haven't heard anything from them, except when i call them and they tell me who ever called me was wrong and everything is fine. i called today and the lady said ohhh no, it looks like there removing you from loss mitigation and into foreclosure ... .. im at my wits end with this company. a year this has been going on. i would love to attach documents but they don't send me anything.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Dear Sir/Madam, I receive many credit card offers and other junk mail from Citizens Bank at my home address, but I have no banking or other business relationship with Citizens Bank . All of this mail is addressed to the prior owner of my home from 10 years ago. I contacted Citizens Bank several times to get them to discontinue these credit card offers and other junk mail, but they have refused to do so. The volume of mail sent to my home is harassment at this point. The mail is addressed to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX Can you please assist me with having my home address permanently removed from the Citizens Bank mailing list for credit card offers and junk mail? Thanks, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Citizens Bank you have violated the FCRA requirements because after I have requested you to stop to reporting my federally protected personal information to third party agency XXXX multiple times with multiple dispute. I have the right to Opt- Out of my federally protected consumer personal information being shared with third party agencies. I have sent via certified mail another dispute letter and Affidavit of Truth with a notarized letter that can only be answered with a Affidavit. I have also attached a copy of the Opt-Out section of the law and a copy of the XXXX XXXX XXXX XXXX.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Problem when making payments
Subissue:
Consumer Complaint: In XXXX of XXXX, my personal loan from XXXX was sold to Citizen bank. A XXXX XXXX XXXX after the transition was completed i was notified via phone by Citizen bank that my account was sold to them and at that time i began paying my payments online. And to this date i have not received official letter from Citizen bank that my account was transferred to them. Since XXXX i have not received ANY statements from Citizen Bank, and i was unable to log in to my account online due to replacing my computer. And my personal calendar was removed, and i was dealing with my XXXX XXXX medical situation. On XX/XX/XXXX, i was notified by the Credit bureau that Citizen bank reported me as being late for XXXX XXXX. At that time i logged in immediately logged into the account and made all necessary payments, i never received any notification from Citizens, stating that they did not receive payment or that my account was over due. XX/XX/XXXX and XX/XX/XXXX i spent over XXXX XXXX on the phone, trying to figure out about my statements being mailed and trying to explain the situation, but i was being transferred from person to person and then finally i spoke to representative by the name of XXXX, who refused to transfer me to a XXXX and placed me on hold for XXXXXXXX XXXX. I am doing business with XXXX banks and never in my life was i treated like this. Citizen should treat their customers with respect and kindness and create some connections with customers. Due to my personal situation, and not receiving any communication from Citizen bank about my account it is extremely difficult to get any answers from them. This is just unacceptable to receive such poor customer service. For XXXX XXXX i have not had any late payments with the credit bureau.
Company Response:
State: MI
Zip: 48310
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have my mortgage with Citizens Bank and have always made on-time payments. However, the last 2 months, they have incorrectly reported to the 3 credit bureaus that my mortgage balance has gone UP ( it has not ). I have tried disputing with Citizens multiple times and they are not helping me, they keep reporting incorrect information that has hurt my scores. On XX/XX/2022, they reported that my mortgage balance went up by {$940.00} ( to {$170000.00} ) when it actually should have gone down to {$170000.00}. This decreased my credit score by XXXX point. I called the bank to dispute this information and disputed with the 3 credit bureaus. It was briefly corrected until XXXX. On XX/XX/2022, they again incorrectly reported my mortgage balance as going up to {$170000.00}, when it was actually at {$170000.00}. I called Monday XX/XX/XXXX and Citizens refused to open another dispute, saying my original dispute was declined. This time, my credit score dropped again by XXXX points due to these reporting errors. They are refusing to help me or correct the issue. I keep disputing, and they keep reporting the wrong information.
Company Response:
State: NE
Zip: 68105
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Dear sir / madam, This is a complaint for discrimination on the basis of national origin, ethnicity, age, and gender. Please refer this complaint to the right agency to investigate. I further request that this account with this bank be audited by the right agency. I also request that the bank provide all the email communications that they have received from me, as soon as possible. ==================== This is a complaint against XXXX Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor. Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant. The merchant continued to charge my card, however, even after I had canceled the transaction with them. I disputed seven transactions from the same merchant XXXX XXXX XXXX XXXX ) located in XXXX, XXXX ( totaling {$4500.00} ) ================== [ $ XXXX $ XXXX {$1000.00} ] + [ $ XXXX $ XXXX $ XXXX {$250.00} ] ================== The merchant is getting away with the money and the goods. The merchant is located in XXXX, XXXX. The bank issued the provisional credit. Few weeks later, the bank reversed the provisional credit, and decided the dispute in the merchant favor, and ( unfairly ) let the merchant to keep the money and the goods. The bank was biased against me and discriminated me on the basis of National Origin, Gender, age, and Ethnicity. I have never received any goods from this merchant. The bank, however, decided to let the merchant keep the money and the goods, as well. I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims. And falsly claim that I have not filed my dispute timely. I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal. Falsly claiming that the dispute was not filed timely, which is totally false.I filed the dispute timely. The bank seems to be biased against me and discriminated me on the basis of Ethnicity, National Origin, Gender, and age. I have never received the goods and need a full refund. Thank you for your kind assistance and look forward to hearing from you, Respectfully, XXXX XXXX : XXXX XXXX XXXX
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A