Date Received: 2022-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank N.A., HELOC lender, did not notify me by email, phone, or hardcopy requiring signature of impending adverse reporting to credit bureaus when automated payment on the loan failed. In doing so, bank violated the notice requirement of the FCRA. Bank had been notied of very poor USPS rst-class service at my address, which made reliance on this means of communication unreliable and undesirable, but bank continued to use this means exclusively, although it had my email address and phone number. Bank continued to report nonpayment on the loan to credit bureaus monthly for almost two years, destroying my credit record. I discovered this only when I received a foreclosure threat from the bank 's attorneys, which I did receive. This has now happened in two sequences. On the most recent occasion, the nes charged were around {$1000.00}. Bank 's online systems also keep changing without notice. The last website through which I set up automatic payment on the loan is not online ( its domain name does not resolve ). The loan portal site suggested by XXXX XXXX redirects to a site that's not online when " Home Loan '' is selected from the portal 's menu. As a result, I don't even know how to render either the past-due or future amounts. My account on the original website from which it was administered was closed without notice on a prior occasion. My request to speak to " the Chairman 's Escalation Ofce '' was rejected.
Company Response:
State: MA
Zip: 02135
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been contacting my lender ( Citizens ) since XX/XX//22 regarding a delinquent property tax notice I received in the mail. I have an escrow account with my lender for property taxes and insurance. I have called in many times and also sent multiple fax requests. Every time I call in, I get the same generic response that the issue is being escalated or the issue is with the research team. As of today, XX/XX//22, my second installment property tax is still due.
Company Response:
State: CA
Zip: 93619
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: This is in relation to complaint XXXX, which was erroneously closed. Citizens bank did not offer any remedy to the situation or their unfair practices that resulted in my credit score dropping over XXXX points. The letter they wrote back ( with a wrong address that doesn't exist in the XXXX XXXX ) ; did not actually address any of the pain-points. The respondent said 'they closed the credit line ', which was actually myself going through the web of call centers to do so myself. I am reopening this complaint because the issue has not been resolved.
Company Response:
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I bought this item from XXXX on XX/XX/XXXX of XXXX. Hi returned item on XX/XX/XXXX by mail which they confirm they have received. For some reason I couldnt go back to store. Since then citizens pay or whatever they call themselves now have been told to refund my money. This was for the XXXX XXXX and also the 24 month all access pass which totaled to XXXX. I have talked them over 3 dozen times and sent them numerous emails with XXXX customer service ccd on each email. XXXX said their shouldnt be any reason why they shouldnt have gave me my money. Citizens had me paying for months in which the first time I spoke with them. They said do not worry, dont pay anything as it would take time but resolve. Lies!! They had me miss my first payment on any credit or loan I had in the past 10-15 years. Taking my score down a good 35-50 points. I called to speak with them and they said sorry for the confusion and thatll take care of it but at that time I would have to complete making payments every month until they figure it out so I did so. All the ay up to XXXX. In which they now owe me. I spoken to them at least four more times after we got to that process I called beginning of XXXX of this year and finally they said the check has been sent out on XX/XX/XXXX which would take up to 45 days from Rhode Island. I had no faith in this company has theyre the worst ever I dealt with and feel like its a scam. Even XXXX cut ties with them. I spoke to a representative today for the lack of faith and here we go again they tell me that the check hasnt been sent out but it should be soon. I know this is just another step for them to continue to lag on pay me back my money. Ive spoken to higher-ups the middle people and the regular agents and all of them have lied give me incorrect information and giving me the runaround. As my balanced stand is XXXX dollars right now they owe me that {$310.00}. This has been going on way too long XXXX also changed their name from citizens one to citizens pay. My last case number was XXXX Ive been giving wrong info by XXXX, XXXX, XXXX. Also a request refund from a XXXX XXXX. Way before I spoke with those other agents.
Company Response:
State: CA
Zip: 95621
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I separated from my spouse ( primary person on said loan ) in XX/XX/2017. My ex retained all monies from our business we owned together, therefore the judge had court ordered her to pay for both house payments and all vehicles we owned together. This document was put into force in XXXX and did not end until XXXX XXXX. At which time I was out in control of paying the loan off. Line item # 25 of the new document specifies exactly which vehicle I was out in control of paying for. My ex ( primary on acct ) didnt pay the last two months of the loan and when I had the vehicle, I sold it. The reports on late payments should be only on the primary person since it was court ordered that it was not my responsibility.
Company Response:
State: NC
Zip: 28601
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hello, I have been banking for XXXX century. I have used many different banks in different states and different countries. Never has a banking experience domestic or abroad, resulted in the police calling me. Today at approximately XXXX I made an impromptu stop Citizen 's Bank XXXX XXXX XXXX I needed cash and didn't want to go to XXXX XXXX XXXXXXXX which was further away. I intentionally do not carry a debit card for all of accounts. Citizen 's is one of those accounts. This has never been a problem at any location I have gone to. In fact, I rarely use my local branch where I opened the account, and when I do use them, I only use an ID. My experiences with using the ID has NEVER been met with the bias I experienced today. I presented my ID to XXXX. I explained I didn't have my debit card, and wanted to make a withdrawal. I told her I had XXXX accounts, and I wanted to check on the balance before decdeing how much to remove. I infomed her that XXXX balance was {$2400.00}, but I wasn't sure about the other. She looked at my lines and stated, " People from XXXX do not usually make withdrawals in XXXX. Are you conducting business in the area? '' Never has my address been an issue in any bank outside of my residence. Why was this a sudden pre-requisite. She proceeded to ask me question following " policy '' to protect my account. The questions seemed endless : XXXX. When was the last deposit, who made the deposit, what was the amount, where did I open the account, address of where the account was opened .... I stated this was excessive and I felt this was clear profiling. This was a new experience and unsettling experience. Rather than withdraw I was shutting down my account. She would not cooperate. I went to the manager. I was irate. I stated I would not leave without my money. If you refuse, feel free to call the police. HE DID. They came. This made me more irate. He still would not shut down my account. He did ask me more questions : Last 4 digits of my SS, middle name... He still would not give me my money. I spoke with him afterwards and he had the audacity to say he wanted to preserve the relationship. This was a crazy encounter. Bias was obvious from the very beginning.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I purchased some items from XXXX they issued credits back on the card. Citizens claims they havent received it but XXXX verified numerous times with citizens they had issued the credit.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I got unfortunately involved in a loan scam causing my vank account to be overdrawn XXXX. I reported the mobile deposited fake checks which they removed an sent back. However the money I used reluctantly to send the scammer gift cards they have deducted from account overdrawn me XXXX. I ok with being put on a payment plan for that which the bank refused to do. I am however without money for 3 weeks now past due on all my bills. I had a legal direct deposit go into account for XXXX which they won't release to me into another account I have opened to move my direct deposit to. They also refused me that. All they did was return XXXX for the return check fee but unfortunately all they did was deduct it from overdraft amount
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I contacted Citizens Bank today to find out why a check I mobile deposited last week is still pending on my account. I was told the check was being investigated by the fraud department. My issues are : - I was not contacted by the bank to let me know this was taking place. - I have deposited at least four checks from this company that the check is from. - The check is for {$3400.00}, not {$34000.00}. Why is it being investigated in the first place? - Why is the bank post date for the check XX/XX/15, almost two weeks after I deposited it without any explaination?
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was in a XXXX XXXX and XXXX XXXX XXXX On XX/XX/XXXX I lost my XXXX XX/XX/XXXX, I filed for Forbearance with my mortgage company and was informed that I could make partial or no payments each month and too I would be able to place the amount owed on the back end of the loan. Since I was getting XXXX, I was able to make partial payments from XX/XX/XXXX to XX/XX/XXXX by calling the Mitigation team. I applied for a Modification to continue the forbearance. I did not make a partial payment in XXXX only but made partial payments for XXXX and XXXX. In the mean time I had applied for XXXX in XXXX XXXX. XX/XX/XXXX I was approved to receive XXXX ( XXXX XXXX XXXXXXXX XXXX ). I added the XXXX approval letter on the Mortgage company website and I called Mortgage Companies Lost Mitigation Department as well explaining that I was now receiving XXXX and would like to discontinue with the forbearance. I also requested the loan be placed on the back end of my mortgage and to receive access online so that I can pay my mortgage. Since XX/XX/XXXX, I am still having issues when I contact my Mortgage Companies Lost Mitigation Department and their Relationship Manager to assist me with placing the loan on the back end of the mortgage and being able to pay my mortgage online. Every time I speak with someone they say, " We are XXXX your documents for you sign and you will receive the by this date '' or " We are sending the documents '' and the documents never come. Citizens sent it to a Notary and I was not informed. The Notary called me to sign papers and she could not tell me what they were for so I thought it was a hoax and blocked her from calling. I called Citizens about this and ask that they send me the documents to look over and get them signed but they will not send me the documents. In the meantime, I have been making mortgage payments in full on XX/XX/XXXX up to XX/XX/XXXX by calling in to Lost Mitigation Department each month and making payments. They had placed me on Forbearance again for XXXX through XXXX of XXXX and told me not to pay for these months. I have held on to XXXX and XXXX payment. At this time, I still have not received any paperwork to sign. PLEASE HELP!!
Company Response:
State: MD
Zip: 21113
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A