Date Received: 2022-07-18
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: XXXX XXXX XXXX XXXX began calling me on XX/XX/XXXX regarding a charged off credit card consolidation account. I believe my account originating from Citizens Bank switched companies at some point prior to this. Up until about three weeks ago, it was being handled by a company called XXXX XXXX. I have six different unsecured accounts at the moment. Only one of those companies ever had the actual decency to write to me and e-mail me notifying me that they've sold the account to another company, and every other time I end up finding out through trial and error, but I digress. This complaint pertains directly to XXXX XXXX XXXX XXXX. I received their initial contact letter at the beginning of XXXX. I sent them a small monthly payment check and a printed response letter on XX/XX/XXXX. Part of my letter reads : " Please do not call me. I am NOT demanding that you cease all communications with me, but please only contact me in writing. '' Well, my bank records show my check cleared on XX/XX/XXXX, so I know there's no question on whether or not they received my letter. They tried calling me again at the end of the day on XX/XX/XXXX. On XX/XX/XXXX, not only did they NOT comply with my peaceful request to stop calling me, they actually escalated their activities. They called my cell phone again at XXXXXXXX XXXX They also tried to call my XXXX mother 's home phoneline a minute later at XXXXXXXX XXXX to start bothering her for no reason when she has nothing to do with my debt. They've been notified in writing to only contact me in writing. How much more blatant can they get? I've attached phone logs of all the call attempts for reference. XXXX also attaching a copy of my letter I sent them. My cell phone is set to forward unknown callers directly to voice mail without ringing my phone. It doesn't block calls. I have never spoken to XXXX XXXX XXXX XXXX on the phone personally, nor do I intend to. From my experience, phone conversations are where things start going wrong, and then everyone ends up debating over who said what later on.
Company Response:
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX we went Citizens Bank XXXX XXXX XXXX XXXX MA XXXX with my daughter to collect information about student loan. The Bank associates name was XXXX who helped us that day. we asked about information on how to apply student loan and give us more information about loan, we made it very clear and said we were looking at other banks so we didnt want to apply today. XXXX took me and my daughter info and told us he would run soft inquiries to see if were qualified. We mentioned to XXXX, your citizens associate, again that we dont want hard inquiries because we are only collecting information. XXXX said no its not a hard inquiry, its a soft one. We left the bank and we had email alert that show citizens did hard inquiries on both of our credits. We never reviewed application and never gave citizens Bank consent to finalize behalf of us we contact citizens and no one has reached out to us. He also he put my daughters name incorrectly on the student loan application and applied behalf of us, very unprofessional and very illegal. Can someone reach out to us and let us know is there any regulations and procedures citizens is following with best of my knowledge no one can use my so-called with my consent.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX I finance a car loan with Citizens Bank with an credit score of XXXX they gave a APR for 6.15 % for 84 months.The loan amount was XXXX my monthly payment was {$590.00} I refinance with XXXX XXXXXXXX on XX/XX/XXXX with a better interest rate APR 2.59 % for XXXX months. When XXXX XXXX paid off my balance I called Citizens Bank in reference to a refund of a partial refund for the Gap Insurance that I was included in the loan which was paid {$1000.00} dollars. They told me that I dont get no refund that according to Wisconsin Law they applied the partial payment to my balance that had reduced the payoff balance. I have been calling several times throughout the year trying to resolve this issue. I kept getting the runaround. So in XX/XX/XXXX I still didnt understand why I havent received a check. I spoke with customer service they explained to me why I didnt receive any money back. This time I finally requested an copy of my payment history. When I received the papers in the mail I notice that they applied an substantial amount of my car payment toward the interest instead of the principal. My first car payment of XXXX was due XX/XX/XXXX I paid on XX/XX/XXXX {$600.00}, {$280.00} applied to principal {$310.00} applied to interest Principal {$40000.00} XX/XX/XXXX {$600.00}, {$300.00} applied to principal {$290.00} applied to interest Principal {$40000.00} XX/XX/XXXX Payoff from XXXX XXXXXXXX {$39000.00} Principal applied {$40000.00} interest applied {$190.00} Fee/other paid {$960.00} principal balance {$960.00} XX/XX/XXXX rebate credit transaction {$960.00} fees/other {$960.00} Principal balance XXXX
Company Response:
State: WI
Zip: 53405
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Earlier this year, my savings account at XXXX was transferred over to Citizens, where it became their Online Banking checking account. I was not initially aware of this, as the account package was sent to my old address, but the new account had monthly fees and a lower interest rate so I did not want it. Four months ago on XX/XX/XXXX, I closed the account at Citizens, at which point I was told that " an official check in the names of all account holders will be mailed to the address on file within the next 5 business days. '' This check never came. I followed up on XX/XX/XXXX, and then XX/XX/XXXX. I have still not received the closing balance, despite assurances that I would. At this point, I have no faith that I will be made whole without issuing a complaint, and I believe I have been exceedingly patient in this matter.
Company Response:
State: VA
Zip: 22903
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Citizens Bank has violated my federally protected consumer rights under section 15 USC 1681 states I have the right to privacy. 15 USC 1681 602a states a furnisher can not furnish and account or personal information without my written instructions. I didnt give Citizens Bank written instructions to furnish my account and personal information to XXXX XXXX I have disputed these federally protected consumer laws with respect to this item on my XXXX consumer report with Citizens Bank multiple times within the last six months with no response from Citizens Bank. Citizens Bank continue to violate the FCRA law and my federally protected consumer rights under the laws I have stated. According to the FCRA these violations can result in monetary damages of a {$1000.00} for each violation. I am also requesting that Citizens Bank pay me {$1000.00} for each FCRA violation with this dispute after multiple attempts to resolve this issue with no response from Citizens Bank.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To The Consumer Protection Bureau. I requested an audit of my mortgage from my lender previously, as I believe my principal & total amount amount owed should be lower than it is currently. Also, my escrow balance is extremely high versus the totals for my expenses. My homeowners insurance. is {$1300.00} & my XXXX. Property Tax annual bill is only XXXX, yet, my current total for escrow is {$4500.00} paid thru XXXX & will possibly go as high as {$8300.00}. My request is they be required to provide me an audit trail regarding my balance & principal and also identify the cause of such a high yearly escrow. Thank You.
Company Response:
State: PA
Zip: 19121
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: WAITIING FOR 8 WEEKS NOW -- -THIS ISSUE HAS NOT BEEN RESOVLED! CITIZENS BANK STILL HAS MY {$5000.00} & REFUSES TO RETURN OR ALLOW ME ACCESS TO IT! THIS IS THEFT -- PLAIN & SIMPLE! I received a promotional advertisement mailed specifically to me from Citizens bank. Despite following the instructions and funding a checking and savings account, the accounts were closed. The funds for the checking account ( {$50.00} ) were reversed and returned to me. The funds for the savings account ( {$5000.00} ) were NEVER RETURNED. I have contacted Citizens multiple times via chat, phone, and in person without resolution and am told, " We have no record of your account, so were are unable to help you ''. We I called to speak to a supervisor, Iwas on hold for over 1 hour, connected and then was hung up on. For proof, attaching : -photo of direct mail advertising promotional offer -email from Citizens that {$5000.00} was received -statement from my sending bank {$5000.00} was debited -screen shot of 1 hour call to Citizens. Attaching documents to prove my complaint.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I really don't know where to start... but here goes on XX/XX/2022 I opened a savings account with Citizens Bank represented by account # XXXX. The funds to fund the account was to come from XXXX By XXXX XXXX, but I was having a hard time linking the external bank, I kept getting error messages. I then decided to close the account because of all the problems linking. I closed the savings account but for some reason Citizens Bank was able to start the ACH transfer, I do not know how because I never was able verify and link Citizens Bank, they must have used the information from my application to start the money movement. When the funds arrive from XXXX, no open savings account number with Citizens Bank, they are telling me they sent the funds back on XX/XX/2022 sender trace # XXXX and receiver trace # XXXX. I waited until XX/XX/2022 to start checking account with XXXX to see if the funds arrived..nothing and today is XX/XX/2022 no {$15000.00}. I also provided the above numbers to XXXX, they are telling me they can not find anything you must go back to Citizens Bank they are the ones that asked for the funds ( {$15000.00} ). My conversations with XXXX, they want nothing to do with this..Citizens Bank has to find your money, nice. I am wondering if some type of fraud may have taken place?
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Have been in the process of obtaining mortgage since XXXX of XXXX. Giving Citizens Bank all required information whenever they need. Fast forward and it is XXXX of XXXX. Finally we start to move forward again. Citizens asks for updated info from us because everything they have expired. XX/XX/XXXX we are told we are in the final steps and ready to close. We hear nothing from the bank. XX/XX/XXXX we get an email saying the underwriter is reviewing. XX/XX/XXXX we get an email saying everything is ready and we will be closing. Same day XX/XX/XXXX, we get an email saying we are not ready to close anymore. XX/XX/XXXX we are told again that we will be closing. XX/XX/XXXX we are told that we need to provide more information again out of nowhere. XX/XX/XXXX we are told that we are still not ready to close. That is all the updates I have.
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: I was a victim of identity theft and multiple banks were tried to open a line of credit under my name with my information. XXXX Bank XXXX XXXX did not accept the application because they couldnt verify my identity. Bank XXXX XXXX also denied the application and called me to verify if it was identity theft or not. Citizens one bank however, let the account be fraudulently opened under my information, and let a large balance be accrued. I had to freeze all XXXX of my credit bureaus and report to the FTC about my identity theft. I opened a claim with citizens one bank, and the person I spoke with on the phone said to file the claim online and they would fix the account and balance that I did not personally open. After I followed all the steps to report this account as fraud and identity theft, citizens one bank denied my claim, and is saying that I opened it and they are requiring me to pay a balance for charges I did not make. This needs to be overturned and resolved. I will not be a victim that pays for something I didnt charge, on an account that I did not open. This whole event of having my identity stolen has been grueling enough to deal with. The bank needs to update its security measures to ensure that people who are opening accounts have their identities verified, instead of just letting things push through.
Company Response:
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A