Date Received: 2023-11-28
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Because of some issues resulting from XXXX and needing to change jobs, we fell a month and a half behind on our mortgage. we got to a place where we could make the monthly payment again but couldn't make the back payment. We asked for help and got a loan modification. We completed our trial payments in XXXX and have been waiting on the final loan modification paper work since that time. We have upheld our end of the bargain and have been making our monthly payment still every single month. these payments are not being applied to our mortgage so the credit bureaus think we are months behind on our payments now. When I call to ask about the loan modification I get the run around from multiple people and 9 times out of 10 they try to shake me down for the money Ive already paid them saying that I'm between $ XXXX {$7000.00} behind depending on who I talk to. Additionally I have been told that the paper work is on its way, then the next call it isn't, the next call its with another department, the next call I am told the person handling it will give me a call and a manager will give me a call. The only way I got to file a complaint with the office of the chairman is because I mentioned this Bureaus name. The Loss Mitigation department who handles this will not answer any of my questions. The only thing they will tell me is that they are submitting an expedite request to have this resolved. Ive asked to speak to managers 4 times and have never gotten a call back. I have filed a complaint with their Office of the Chairman, the person handling that complaint is XXXX and his phone number is XXXX but even he has not been able to get any headway made. My credit is wrongfully in shambles and I have very little faith that Citizens will get it fixed. We have gone through proper channels, shown great patience with their departments, but nothing is being done while I continue to be held XXXX and have false reports filed with the credit bureaus that I am even further behind on my mortgage payments.
Company Response:
State: FL
Zip: 33811
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Problem when making payments
Subissue:
Consumer Complaint: Date of the transaction. XX/XX/2023 The amount of money you paid the business? So far I have paid them XXXX in installments What the business committed to provide you? They had committed to provide me with video footage of anyone, or everyone breaking into my room. What the nature of the dispute is. The nature of the dispute is that they have not provided the service I needed, especially whenever I found that important items were missing from my room, and that someone must have broken in. The cameras were always down when there were break-ins. The company itself would log me out, and block my online account from viewing the events that happened in my room. When I log into the XXXX application or website, I am not given access to anything else except 2 factor authentication, which I did, but nothing more than that has been accessible, no footages, no monitoring, nothing. I am made to pay an extra {$27.00} for just logging in, which is unfair. I need a refund of XXXX and cancelation of their service by the company itself. Whether or not the business has tried to resolve the problem. The business has failed to resolve the problem. When I reported, they would then make me go through another login process and failed to retrieve the footages of the days when I had a burglary or break in. They sent somebody to just come and look at the camera and did not resolve the real issue of failure to provide me with footages of the days when I had a burglary or break in. Account or order tracking number. There are two accounts. They are collecting money from both of these accounts, citizens bank line of credit and XXXX XXXX XXXX If the issue involves advertising, where and when the ad was seen or heard. It was an ad that popped up on my screen when I looked up security cameras on XXXX
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Citizens bank allowed recurring transfer to go through after account was closed. Now the transfer and my account login is deleted so I need the {$10.00} sent to me via check.
Company Response:
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Hi, we have issues with Citizens bank, which was previously complained in case XXXX. The company responded to that case with no useful information. They claimed that they have paid the property tax on behalf of us to XXXX XXXX XXXX XXXX but the latter said they never received it. We asked Citinzens Bank in the previous complaint to at least show us proof for that tax payment so we can use it to chase the government, but they just presented us some irrelevant docs and closed the case. We are really upset for our current situation, could you please help us?
Company Response:
State: NJ
Zip: 07306
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check into my business account from an insurance check from the most recent rainstorm to fix our business space. The bank put a hold on the check for XXXX business days which was supposed to be today, XX/XX/2023. Now they have an indefinite hold on the check even though the check cleared the issuing account on XX/XX/2023. I have proof the check cleared from the insurance company. They are breaching every banking standard created to prevent this from happening.
Company Response:
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens Bank has refused to close my savings accounts for over a year. In XX/XX/2022, I visited my local branch to close XXXX savings accounts ( XXXX and XXXX ). The bankers there told me that my accounts would be closed, but they did not close the accounts. They also refused to terminate the recurring ACH schedule and refused to instruct me on how to do it myself. I explicitly told them I revoke their permission to pull further ACH transactions from me. Almost a full year later I found that Citizens has been executing ACH transactions to these savings accounts without my permission for the entire time. At this time I decided to call them to clear up the issue. Throughout a total of 4 calls to customer service, Citizens continued their deceptive practices, making various claims : I. Refusal to close the accounts with ( my ) funds still in them II. Refusal to close the accounts " today '' ( call back tomorrow ) III. On the 5th and final call, I threatened to submit a CFPB complaint. They put me on hold, I heard the call center manager say " Just hang up on him '', then they hung up on me and again did not close the savings accounts. At this point in time, I believe they will absolutely not comply with account closure unless they are forced to do so by a banking regulator.
Company Response:
State: MI
Zip: 48182
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 I used a ATM in New York. I called Citizens Bank to raise my ATM limit and with a Citizens employee on the phone with me the entire time, I tried to make 3 transactions for {$500.00} each. NO money came out of that ATM. Citizens took the {$1500.00} plus fees out of my account. The Citizens employee was aware of this and filed a dispute. About two weeks later the money was returned to my account. XX/XX/2023 Citizens sent a letter stating that there was no issue at the ATM and took the {$1500.00} back out of my account causing overdraft. My bills are being returned and my credit score has dropped because of this. Citizens then said they would report me to check systems because my account has been overdrawn. Ive called them multiple times requesting that they correct their mistake only to have the issue not corrected. Citizens has sent me letters saying their decision stands. Thats all they say with no explanation. Ive even asked the employees at Citizens to show me where they got their decision from and not one person would answer my question.
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XX/XX/. This company has called me three times today and I called them back and asked them what type of debt this was or what type of company is this and they wont give me the information without verifying my name in the last four of my social. They called me several times last week and they keep calling me, but they wont tell me what kind of debt they collect. I have paid all of my debts. XXXX ( XXXX ) XXXX Citizens
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 between the hours of XXXX and XXXX my wallet was stolen from my unlocked car in the parking lot of XXXX XXXX XXXX XXXX XXXX RI . Four debit cards from Citizens Bank and three credit cards were stolen. By the time I realized I had been robbed all four of my Citizens accounts were completely drained of every dollar. All four accounts were overdrawn. A merchant by the name of : XXXX XXXX XXXX had continuously charged all four of my accounts until every account was empty. Of course, I immediately froze all of my accounts. I went to my local Citizens Branch and one of the managers submitted four official fraudulent cases, one for each of my accounts compromised. After ten days Citizens accepted two of the four fraud complaints and returned my money, but they did NOT accept the fraud complaint for the other two accounts. This arbitrary and incorrect decision was made in spite of the fact that the *same fake merchant* robbed all four accounts with very similar dollar denominations. It is so clearly and obviously fraud on all four accounts. I submitted a complaint to Citizens and asked them to reopen the unaccepted cases to see that the same fake merchant had wreaked havoc on *all four of my accounts* during the same timeframe. There is no way that two of the cases are fraud while the other two are not. It's the same fake merchant in the same time frame draining all four accounts until I had no money left.
Company Response:
State: RI
Zip: 02909
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was originally XXXX client who opened an account around XX/XX/XXXX. Transferred to Citizens Bank on XX/XX/XXXX. I believe Citizens Bank is strong and responsible enterprise, so keep accounts with their bank. Around XX/XX/XXXX I was shocked to find that my account only had {$4.00} left. My reporting date is XX/XX/XXXX, During the reporting process, they tole me that an inverstigation would be launched and me to be patient. After 15 days, on XX/XX/XXXX I received a reply from them informing me that I was not eligible and refused to pay compensation on the grounds that it had been more than 30 days. I have some questions about why the report was not submitted within 30 days. within 30 days of receiving the bank statement. I believe I am qualified. I have called the customer service department of Citizens Bank multiple times about how many days I will receive the monthly statement Customer Service Department XXXX XXXX, XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX ...... If needed. I can provide more information, and the customer service department has clearly informed me. my monthly statement will be cut off on the XXXX of the current month, processed in the last week of the month, and the mailed within 7 to 10 business days. For example, my month statement for XX/XX/XXXX will be cut off on XX/XX/XXXX and processed from the last week of XXXX. The mailing time is 7 to 10 business days, so I should received the monthly statement around XX/XX/XXXX. And I reported it on XX/XX/XXXX, which is within a month. Does this make sense? I asked my family and friends with citizens bank accounts around me, and they told me that they usually receive monthly statements around the XXXX to XXXX of the next monthly. I think this is the only reasonable. I am not a high-tech person and there is no requirement for online banking when opening an account. Many of my friends around me don't have online banking either. I don't have online banking and I can't see monthly statements. Online customer service department : XXXX XXXX XX/XX/XXXX XXXX Tell me someone registered online banking in my name on XX/XX/XXXX. I downloaded the online banking update email on XX/XX/XXXX at XXXX and resetting my password on XX/XX/XXXX at XXXX : XXXX. I saw that the monthly statement was on XX/XX/XXXX XXXX withdrawals of XXXX and XXXX twice a day. This is not reasonable, and I did not receive any phone prompts.It is unreasonable to withdraw XXXX and XXXX twice within one day on XX/XX/XXXX. If the amount exceeds XXXX, It should be reported to the federal government. I have not received any phone prompts. on XXXX XXXX Withdrawal of XXXX, ATM withdrawal multiple times on the same day, etc The customer service department also informed me that the last XXXX digits of the debit card XXXX, which was activated on XX/XX/XXXX, and the last four digits of the debit card XXXX, which was activated on XX/XX/XXXX XXXXI don`t even know. and the withdrawal behavior occurs in the bank, They should have a video, they should check their ID, bank card and signature. If they take this matter seriously, If can be avoided. After the incident, the bank did not assume its due responsibility, but refused to compensate the customer and shirked responsibility. I believe CFPB have the ability to find the truth. I have already called the police, and the report number # XXXX XXXX ( Deputy Sheriff ) XXXX. XXXX XXXX ( Investigator Sheriff ) XXXX reported to the identity Theft.gov, FTC number # XXXX Credit Scores have been frozen on XXXX XXXX XXXX XXXX and XXXX.and set fraud alert. I am a victim of identity fraud, Enduring immense pressure and pain every day. like many people, and I have not done anything wrong, I am innocent. I actively report and cooperate with the investigation, If you need more information please Let me know, my email address : XXXX I request the CFPB to investigation and regulate banks, so that I can receive fair treatment and solve the problems of bank customers. Sincerely. Thank you very much.
Company Response:
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A