Date Received: 2022-09-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I closed on a HELOC with Citizens Bank, during that process, I was required to pay a XXXX loan off ( around {$25000.00} ) which wasn't a problem since I wanted to pay that off with the proceeds. At the time of closing, I was told that the bank would handle the disbursement check and overnight the check and payoff/termination letter on my behalf since it was a required payoff by underwriting. The disbursement date was XX/XX/XXXX and the check should have been received XX/XX/XXXX. My payment was due on XX/XX/XXXX which was a Saturday and I waited until Monday XX/XX/XXXX to call XXXX to see if they had received the payment which they still hadn't. I was advised by XXXX to obtain the check number and dollar amount as well as the address it was mailed to so they could check in their lockbox. I didn't have any of that information since it was a controlled payoff, I had to call Citizens to get it. When I called to get the information on XX/XX/XXXX, I was bounced around to a few different departments and then got someone who said she was going to order it and told to call back in a day or so. I called today on XX/XX/XXXX and was told that information isn't available because the backoffice didn't upload it. I asked for the payoff amount and was told that isn't in the loan file and also asked for the termination letter that I signed and was told that wasn't available either. The issue I have is this is deceptive practices since I was told that they would handle the payoff and now no one can tell me anything about the check but I'm paying interest on both loans. I have no proof the payment was sent or what address or account it will be credited to. I was also not given any copies of the payoff or paydown letters at the time closing to refer back to in the event this situation would arise. I asked for my request to be escalated so someone can " connect '' with the backoffice to get this information and again, was told that I had to call back in XXXX days once the images were available which is what I was told on XX/XX/XXXX but yet that this can't be located because it wasn't uploaded. There is no sense of urgency around trying to locate a $ XXXX check or tracking information and I was told on XX/XX/XXXX that I should wait 7 - 10 additional days before requesting a stop payment even though the check was overnighted.
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Company billed me with autopay ACH and auto pay was disabled in the account. The company citizens pay of citizens bank also reported an incorrect amout owed to the credit bureau. There representative lied and said that the derogatory entrys would be removed after payment. Now the company cant seem to find this conversation. This was a line of credit for products sold at wayfair.com
Company Response:
State: CA
Zip: 91706
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Company billed me with autopay ACH and auto pay was disabled in the account. The company citizens pay of citizens bank also reported an incorrect amout owed to the credit bureau. There representative lied and said that the derogatory entrys would be removed after payment. Now the company cant seem to find this conversation. This was a line of credit for products sold at wayfair.com
Company Response:
State: CA
Zip: 91706
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed two complaints one because my ATM card came up missing my cell phone someone change my pen access my money my ATM this bank is lying theyve already sent me a letter saying theyre not giving me the money back that they did research and determined that somehow while I was in the XXXX that it was me that did this over an hour and a half away from my home in a city that I dont regularly go to you I did drive there to figure out where it was at and how far it was from my home but once again furthermore proves this bank is crooked openly lied to you guys and said theyre still working on the keys when they sent me a letter over two weeks ago stating the case was closed and I wouldnt be receiving any funds back from them Im currently going through evictions because the money came up missing and I was unable to repay it this bank does not care about its customers theyre greedy disgusting and morally reprehensible I cant believe they openly just lie to you guys as well ask them for dates in the letters that they sent me so they can prove that theyre liars I received a letter the last week of the XXXX stating they werent going to help me and now theyre lying you guys stating 45 more days that will put it over 60 calendar days almost 180 disgusting practices I just want my money back I want my money for opening my account and starting Direct deposit They need to be held accountable and be made to follow through with their promises that look for loopholes to XXXX over customers
Company Response:
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have to file a complaint to CFPB regarding the recent awful or horrible experience that I have with Citizens Bank on the unfair banking practice and discrimination toward oneself, who as an XXXX and XXXX woman. My family and I have been the customer with Citizens bank for over XXXX yrs. and I starting my banking accounts with Citizens Bank since I XXXX to U.S. inXXXX. As a single Mother, I have working very hard to raise my own children, have carefully management my own self and family 's finance and banking with Citizens Bank. Unfortunately, there are problems raised from XX/XX/XXXX, when a Fraud happened, the unauthorized party ( XXXX XXXX ) started transferring money out from my primary checking account! I ran to the bank and called to file the claims of fraud to Citizens Bank the end of May. In between XXXX, The total amount that XXXX XXXX unauthorized transferred from my checking were {$7500.00}. Citizens Bank was able to credit back {$6000.00} onto my checking account ( # 1 ) on XXXX. I was horrified by the first fraud activity happened in my live and still trust for Citizens Bank could help getting all my money back. At the same time, I opened another new checking account ( # 2 ) with Citizens Bank, and I am waiting the further clarification from the Bank and my banking activities to be clear before I can close the old checking account ( # 1 ). Unfortunately, I was very disappointed that Citizens Bank mistakenly reversed total of {$1400.00} dollars on 3 credited of transations, from my # 1 checking account on XX/XX/XXXX & XX/XX/XXXX. These activities caused the negative balance on my checking account. After the careful inspection, I believed that these were the Citizens Bank 's errors, these were not the 3 duplicate credits that issued by the bank on my account and Citizens Bank should reversed or post the $ back to my checking account. To working out these disputing transactions with Citizens Bank, I have making many of phone calls to online banking, claim. fraud and ACH dept, running back and forward to meeting with bankers / customer service. After spending so much of valuable times and energies, trying to communicate with Citizens Bank, I have received enough ignoring, rejection and discourage on this whole process. I don't know if it is because I am a woman and speaking XXXX with accent? It makes me very angry & upsetting when the bankers don't show respect to the customer, they don't want to listen, or stare at you/me and says, " you don't understand ... " In addition, I am questioning the quality of the customer services and the working skills that the staffs of Citizens Bank XXXX I hate to say that when I spoke to someone who supposed response to my questions and provide help professionally, but instead they either play BingBong or can't provide satisfied answers or solutions to resolve the problems or address the issues that I have. I have to file a complaint and share these terrible, unpleasant banking experiences with you. It would be very appreciated if any of the kindly support and suggestion can help resolve the problems. Thank You,
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Attached is a credit denial notice from the business claiming denial of credit with merchant XXXX. The credit score of XXXX was pulled from XXXX and the business falsely claims that " unsatisfactory credit experience with other creditors ''. Obviously, this is a system glitch with the business! As all of the major credit reporting repositories do NOT SHOW any collection accounts, no late payments, no bankruptcies! I am willing for the CFPB to EXAMINE all of my credit reports to prove my above statement.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Saturday, XX/XX/XXXX, XXXX XXXX XXXX XXXX, my in-law, attempted to deposit three ( 3 ) paycheck stubs to a Citizens Bank ATM XXXX The ATM accepted two ( 2 ) of the three ( 3 ) checks. Subsequently, XXXX XXXX XXXX XXXX, his son, XXXX XXXX XXXX, and I telephoned the Citizens Bank phone number on the back of his checking accounts debit card. The polite and courteous staff advised us that : we would need to wait three ( 3 ) business days to witness the posting of the transactions as the deposited checks were in pending mode. At that time report the matter again. no supervisors were available to override the Citizens Banks databases unduly restrictive policy of waiting for transactions to post before taking action. I corresponded via email to the Citizens Banks CEO and Board Chair, XXXX XXXX XXXX to alert him to the inconvenience. I requested an immediate response for Monday, XX/XX/XXXX, the first workday since the ATM transaction failure. My electronic letter was to avoid our considerable inconvenience to : wait for Wednesday XX/XX/XXXX at an hour available to reassemble XXXX XXXX XXXX XXXX, his son and myself dial and protract time for a telephone agent to present themselves on the line request a translator for XXXX XXXX XXXX XXXX authenticate the account with XXXX XXXX XXXX XXXX proceed with the complaint to : request adjustment to the third ( 3rd ) check fee to deposit as over XXXX dollars not three ( 3 ) cents as the receipt shows. Ensure that Citizens Bank fixed the local ATM
Company Response:
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2022 I had called in to CitizensBank to close my account due to no close branches near me. Whats the Customer service agent told me having a 2 account checking account and a savings account I should transfer all my money from my savings account to my checking account and then closing both account out. My account is closed but I never received my remaining balance in the account. I called numerous time every two weeks to check on the status each time through to someone new on the phone I have been told to just wait two more weeks waiting after 3 months is my max and I dont know what to do. Each time I tried to contact CitizensBank I have been told the same thing we apologize but your checking is coming please wait 2 more weeks. Also each time I called they confirm my address and as of today Im still receiving statements so Im sure they know my correct address
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XXXX XXXX, 2022, utilized chat service offered through XXXX to request account closure. During the chat, representative advised account would close after nightly processing. At the time, I assumed the account was closed and no futher activity would occur. However, on XX/XX/2022, I received notice in the mail of an overdrawn account. I shortly thereafter logged into online banking to find the account had not been closed as requested and confirmed by representative, and that a monthly service charge has been levied for XXXX and XXXX, putting the account into a negative balance.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX*THIS IS NOT A DUPLICATE*** ***THIS IS NOT A DUPLICATE*** ***THIS IS NOT A DUPLICATE*** This complaint is in regard to complaint ID # XXXX. The company stated that they would respond within 45 days however that has not happened. My reputation is still being damage by this alleged debt and my rights are continuing to be violated. I am aware I have rights which are federal protected against fraudulent debt collectors like CITIZENS BANK and I allege that CITIZENS BANK has failed to follow the law and has become a device and mechanism for deceptive and misleading practices becoming damages and injury to my reputation and defamation of my name. XXXXTHIS IS NOT A DUPLICATE*** ***THIS IS NOT A DUPLICATE*** ***THIS IS NOT A DUPLICATE***
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A