Date Received: 2022-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My complaint is with Citizens Bank. I got ( 3 ) three month forbearances due to financial hardship caused by covid-19 pandemic. My loan is now maturing & they want me to pay off in a lump sum. I asked for repayment options as suggested by CFPB website & they say I need to fill out Foreclosure Prevention Package. They do not have loan modification program specifically for exiting Covid forbearance. I just spoke to ( 2 ) representatives of Citizens on XXXX. One was from the office of the Chairman ; he provided me with a phone number for the correct dept. to call. Prior to that, I had called several times, to several numbers & been transferred back and forth endlessly. I've been trying to work something out on this since at least XX/XX/2022.
Company Response:
State: PA
Zip: 157XX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Several months ago I opened a checking account with Citizens Bank based on a promotion in which I was to have direct deposits of a certain amount and would receive a cash bonus. I did receive the bonus. More recently I received an unsolicited email from Citizens Bank encouraging me to open a savings account. The headline and illustration showed three monthly deposits of at least {$25.00} would give me a bonus of {$25.00}. I received the promotional email on or about XX/XX/2022 and immediately opened the account and had a direct deposit of {$25.00} and set up a program wherein two additional deposits would be sent on the same day of the month to fulfill the requirement. Indeed I made three ( 3 ) monthly deposits of {$25.00} each for a total of {$75.00}. Citizens refused to grant me the {$25.00} bonus because I was apparently supposed to wait until XX/XX/2022 to make the deposits. Offer states it begins on XX/XX/2022. I did as requested and deserve the {$25.00}. Citizens personnel cut me off when I called, argued with me after I called back and gave me no relief.
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I submitted a credit card application with Citizens Bank, on or about XX/XX/XXXX. I followed up on the status of the application on XX/XX/XXXX. I was informed that I was denied due to the following reason- an account currently reporting on my XXXX XXXX as 60 days delinquent. Knowing that this was incorrect, as my Score was XXXX and all of my personal accounts current and in good standing. I explained this to the representative at that time and they explained that I could obtain my Credit File from XXXX and submit it to their credit department for Reconsideration. I did as instructed. I first contacted the XXXX XXXX. and filed a request/opened a case. I then called XXXX immediately, explained the situation to the representative, who went over the file with me, and found no evidence of what I was told by Citizens Bank regarding my credit profile. The representative then sent me a copy of the credit file via mail to forward to Citizens XXXX XXXX. Once I received the copy of my credit file, I forwarded 20 pages, split between two separate emails ( 10 pages per email ), on XX/XX/XXXX. I called the Dept. on XX/XX/XXXX, XXXX to confirm that both emails were received. The representative confirmed that both emails, containing my 20 page Credit File had indeed been received, and was under review. I followed up via phone with the XXXX XXXX. a week later for an update. I was told that my case was still under review. I waited a few days, followed up with a phone call, got the same answer-still under review. Someone called the next day to tell me again that it was still under review. I asked to speak with a manager, feeling that I being strung along, and was denied. the XXXX ( XXXX XXXX said that she would send a note to the Manager. I received a phone call the next day ( XX/XX/XXXX ), apologizing for the delay, but still no resolve. On XX/XX/XXXX, I received a call saying that my Reconsideration was denied due to an old account dating back 7 years, that is no longer reporting and shows a current {$0.00} balance, but " may '' have been late 7 years ago. They originally told me that I had a current account reporting as 60 days late. I disproved that by providing a current, full XXXX XXXX file. I was then told that they looked into my history, dating back to a XXXX XXXX XXXX, current & closed, unreporting account. I feel that I was discriminated against due to gender and ethnicity. An XXXX XXXX XXXX.
Company Response:
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I dont have a citizens credit card. However, I have been getting regular texts from them for a couple months, since I used one of their ATMS to withdraw cash in XXXX, RI. The latest was a text from XXXX, stating they put a hold on the {$140.00} charge I made. Im glad I dont have one of their credit cards their texts are very convincing. I do fear they have my debit card info or its a coincidence that the texts started RIGHT after I needed cash but was too far from my own bank at the XXXX.
Company Response:
State: RI
Zip: 02816
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This is a continuation of my dispute with Citizens Bank Credit Card and its use of long pages of legalese rather than ensuring straight forward questions when switching someone to online paperless options. They are deceptive. Citizens is also unfair and abusive when charging outrageous interest rates knowing full well that the unknowing switch caused the payment problems. CITIZENS NEEDS TO BE HELD ACCOUNTABLE AND STOP BEING DECEITFUL, ABUSIVE AND UNFAIR, AND THE CFPB SHOULD BE PROTECTING CONSUMERS. First- the audacity that Citizens Bank would claim to be the judge in this CFPB dispute when you are the defendant. You CAN NOT decide the merit of the dispute that I have brought against you. Second - you completely missed the point of my argument. The CFPB is NOT just a place to list a grievance. They " protect consumers from unfair, deceptive, or abusive practices '' and they " create clear rules of the road for companies, and take action against bad actors in the XXXX. '' That bad actor being Citizens Bank. You say I enrolled XX/XX/22. Why do I have an email from you on XX/XX/22 at XXXXXXXX XXXX encouraging me to enroll in " paperless credit card statements '' and how to do so? Clearly I was NOT enrolled. Even with the above, had you wanted me to enroll online, the 20+ pages of " discloser '' NEED to have a CLEAR consent. You NEED to have a button saying something along the lines of " Are you sure you consent to eliminating paper statements and receiving only electronic statements? '' A HUGE button. Then, instead of sending emails that say " your statement is available '' which I ignored in my busy life because I considered them notifications that my statement was available to see online, what you NEED to say is " your BILL is now online to pay. '' Statement vs. bill, very different. VERY. Then, on top of everything else, when you see a stellar customer with an 800+ credit score suddenly not paying after a huge change you made, you NEED to get in touch with that person to see what is happening. Finally, reporting me to credit score agencies when ( 1 ) I am disputing with you and ( 2 ) over a measly {$400.00} that tanks my credit is NOT ok. I will continue to fight this " unfair '' charge for my sake as well as others that you are hurting in your quest to charge outrageous interest on hard working people. The CFPB is here to protect us against your " deceptive '' practices, so I will keep working with them to make sure you STOP. I paid your outrageous interest because despite my dispute you continue to charge additional interest every month. Again, that is wrong and " abusive '' by CFPB standards. This is what I initially wrote, by the way : " I went online to check my Citizens Bank credit card charges. Apparently that triggered the end of paper statements and the beginning of e-statements. Perhaps there was some fine print, but I certainly NEVER saw it or consented to it. I am a very busy person and didn't notice that I hadn't received bills. I have been a long term customer with an excellent payment history and a stellar credit score ( over 800 ). You would think Citizens Bank would notice something was wrong and notify me. But no. Instead, they pile on {$69.00} in late fees and {$410.00} in interest charges. I only find out when my card is declined at a store! And when I ask, they refuse to reverse the interest charges. Switching people over to e-statements without permission or in a sneaky way that the customer can't see must be a HUGE money maker for Citizens. It is wrong and they should be fined and shut down. ''
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX XXXX 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 that a consumer report agency can not furnish an account without my written instructions. . 15USC 1666B : a creditor must not treat a payment on a credit card account or any loan account under an open end consumer credit plan, as late for any purpose.
Company Response:
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Loan officer at Citizen 's Bank in XXXX, XXXX issued a hard inquiry to all three credit bureaus in my name for a home equity loan for a customer with a similar name on XX/XX/2022, causing my credit rating to drop XXXX points. When I contacted XXXX to report fraud, they answered that it was correct and that it would stay on my credit report for two years. I contacted XXXX by phone and was told that I needed to file a complaint with your office and the police department and send copies of the complaints to them in XXXX, XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I got an alarm on my computer that it was locked down due to hacking and that I needed to contact XXXX security which I did. XXXX confirmed that both my computer and phone were hacked by someone in XXXX for a XXXX website. They had me give them Citizens phone number, which is my bank, and said they would connect me with the bank and to explain the situation to them and why I was calling from a phone that was not associated with my account. The bank confirmed that they had a XXXX charge that was scheduled to be paid within 2 hours to XXXX for accessing a XXXX XXXX and that they could not stop it because payment was authorized from my phone. I demanded they not pay this but they said they had no option other than for me to go out and buy cards from various vendors so they could allege double payment. I refused this option as I stated my phone was also hacked so the payment was fraudulently authorized. This transaction happened at about XXXX this morning. They confirmed they were speaking with me so why would they go ahead and process a XXXX charge to my account. Please help me out as I am at witts end. I have all the info on the XXXX person I was dealing with if you need it.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Either the bank made an error or my account was hacked over XXXX dollars was sent to someone name XXXX using XXXX. I did not send these XXXX transactions. I contacted the bank spoke to a manager named XXXX he said he I would get all my money back and I would get a credit within 10 business days. I just received a letter in the male saying no error was made and my account would not be credited. How can they do this my account was drained all my money for rent, food, transportation is gone.. Please help me get my money back. It is citizens bank Claim XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ma XXXX XXXX XXXX
Company Response:
State: MA
Zip: 02747
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently past due on my mortgage for nearly 56 months. I have made several requests for assistance with the morgage Servicer ( Citizans Bank ). However, they prolong the timeing and date and actively ignore requests for assistance. Pushing my past due balance further along and forcing my hand in opening new requests for assistance. Since XXXX of XXXX. I have been past due on my mortage. In XXXX of XXXX I filed for XXXX XXXXXXXX bankruptcy protection. From the previously service ( Franklin American ). As I had lost my job. I was rehired by my same job for a different store. Making signifanctly less money. I made several payments at the end of XXXX towards my mortgage. However, I have not been able to find where those payments were applied. In late XXXX, early XXXX Franklin American was transferred to Citizens One Home Loans. I was sent paperwork on how to log in online. However, it would never allow me to log on because my account was past due. In late XXXX. I was finally given information about XXXX. I made a request for assistance at that time to get back on track with my loan. However, I was offered a forbearance plan for 6 months. At the beginning of XXXX I was switched in my job role to help make more money. However, I was that turned into switching to another store. By late XXXX. I was placed back at my original job making the same money as previous to XXXX. However in early XXXX. I was laid off due to covid. By late XXXX I was rehired and put into a better paying position. I have been in this role since XXXX of XXXX. I have made requests for assistance in XX/XX/XXXX through XXXX Sent over all requested documents and the request went unanswered. I again placed a request for assistance in early XXXX and sent over all requested docs. I can send over screen shots of all uploaded documents including the request for mortgage assistance from that time frame. Instead of being reviewed for any type of assistance. I was placed into a covid forbearance for 6 months. This brought me to XX/XX/XXXX. At which time I made another request for assistance to help with the mounting past due balance of nearly {$70000.00}. Again this went un reviewed. It was at this point I made an initial CFPB complaint stating that all my requests for assistance were in fact never made. This is false. Citizens Bank provides a website XXXX. To make request and upload files. I have screen shots of every time I submitted a request and the applicable documentation that I submitted on those dates. In XXXX of XXXX. I made another request for assistance. This time not only through XXXX. But also by fax, as well as through email. Finally, this information was being reviewed. By mid XXXX. I was advised that I couldnt be offered assistance because I had 2 liens on my title. Showing un paid judgements. This was a surprise to me because I had never recieved a judgement for any amount. After 2-3 weeks of asking for more information. I was advised of two judgements from XXXX. Nearly 3 years before I ever owned the property. I looked into these and found that they had indeed been paid back in XX/XX/XXXX, and XXXX of XXXX. Well before I even purchased the home. I supplied a copy of a title report and evidence that these judgements were in fact paid. I was advised to wait a week while it was further reviewed. I called weekly to check on the status of this request for 2 months. I was always told to just wait another week. Finally in XXXX of XXXX I logged into the XXXX to check on the status of this request. And it simply stated that no request for assistance currently exsists and they only had a dated request. In XXXX of XXXX. I again made a request for assistance as my oringal request from XXXX seemingly had gone away. This time I sent all the original judgements pay notices, a title report, and all applicable documentation up front. I was advised in mid XXXX all requested documents have been recieved and the request is being processed. In XX/XX/XXXX. I was advised that Citizens in waiting on documentation from a 3rd party to further the request ( I assume a title report ). Come XXXX. I still had not recieved any information. I just call on XX/XX/XXXX at XXXX to check on the status of my request and they are stating they are still waiting on a title report. I checked on XXXX and again it states there is no current request to review account. I feel citizens has shown a pattern of not taking requests seriously. Each and everytime I call for information. I am told to wait a week, wait a week. I ask for calls back from managers to get better clarification on the issues, and I never recieve a call. I can understand the issues at hand of dealing with excesive requests. However, I have been trying to handle this nearly 5 years now and am being told that no requests have been recieved when they clearly were sent. Being told to consistently wait after already proving on several occassions that the only hold of they had ( liens on title ) had already been resolved. In fact resolved before I had ever even bought the home.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A