Date Received: 2022-06-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had some unauthorized charges on my bank account, when I was doing my monthly review I noticed them and called my bank. I was told there will be provisional credit issued within few days and that never happened. I got a call today from the bank to inform me that the claim is denied and there was no proof of fraudulent charges because " the card was still in my possession.
Company Response:
State: MI
Zip: 48126
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Context : I opened a checking and savings account with Citizens Bank on XX/XX/XXXX to get a lower interest rate on the student loans I had just refinanced with them. Part of the requirement was to deposit money into the accounts, so I put an initial {$100.00} into both. As this is not my primary bank, my goal was to just deposit money into the savings account each week and use the automatic withdrawal to pay my loans each month. Initial issue : While I regularly logged into the app to check my savings account, unfortunately, I was not paying attention to my checking since I was not using it. On XX/XX/XXXX, it caught my attention as the {$100.00} I had initially deposited had turned into a - {$9.00} balance. To my surprise, I had been getting charged a {$9.00} " Service Charge '' each month. I quickly contacted customer service and was informed that Citizens Bank charges this fee when there is no activity in the account. The only requirement to avoid this fee is to deposit a minimum of {$0.00} each month. During this 12-month span of being charged this fee, I was not contacted by Citizens, nor made aware this inactivity was causing my investment to deplete. I opted out of paper statements, however, there is nothing evident in the app, such as a notification, that would have made me aware of the situation, nor did I receive any emails, which they have on file. The digital statements are not easily accessible on the app, and I would have no reason to check them anyway since I was not using the account. Clearly, I would have deposited a mere one cent had I known this was going on. Especially since {$260.00} of my paycheck is being deposited into my savings each week, I would have happily put some of that toward my checking to avoid this erroneous fee. Luckily, the customer service agent was able to reimburse 3 of those fees, however, it still put me at a {$79.00} loss at the time. Why I'm filing a complaint : After speaking with customer service, I went to the account to set up automatic transfers. It was then that I noticed my account had been " inactivated, '' so I was unable to make any deposits or transfers out of the account. Due to this, I assumed the account was essentially closed and would not incur any new fees. How could I if I was unable to perform the action that allowed me to avoid the fee? Well, on XX/XX/XXXX I logged on and sure enough, I was charged the fee. This time, I called customer service to explain the situation and request the fee be reimbursed and after a long conversation with the rep and supervisor, I was informed that they could not reimburse the fee. The reason being they had already given me 3 courtesy reimbursements and the system would not allow them to do a XXXX. I explained this was not a courtesy, it was an error on their end for their system not allowing me to make a deposit, yet still penalizing me for not doing so. I also argued that the customer service rep I spoke with on XX/XX/XXXX should've informed me my account was inactive and I would not be able to make any deposits if that was the case, to which the new agent agreed.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to get a loan modification for the last XXXX months, due to Covid related financial hardships. I have applied several times with Citizens One Mortgage, their customer service is horrible. I was apparently assigned a Relationship Mgr, whom I can NEVER speak with. I have submitted every document requested of me, with no consisitant or truthful updates of my application. I was told that my application was denied several times, and that correspndance outlining this denial was mailed to me. I did not recieve any corresondance, and when I asked about it, I was given a tracking number. Upon checking the tracking of the letter, it stated that only a label was printed, but never mailed to me. I was also told that my account was still in forbearance, when it actually was not. No ever contacted me about an end date of the forbearance, nor did anyone provide me truthful information regarding the forbearance. I was told by several customer service reps that once the forbearance was over, that my arrears would be put on the back of my loan and I would resume my payments at an amount deemed by the modificatin team. NOT TRUE!!!! I was also told in XX/XX/XXXX, not to make any payments towards my loan as it would affect my modification, again not true. Now I am XXXX months past the end of my forbearance and I have recieved letters from an attorney representig Citizen 's One regarding foreclosure. I have left messages for over a year to speak with someone regarding my account and NO ONE has retuned my calls or emails. I feel that Citizen 's One has misled me during these trying times of Covid 19 and lack any empathy towards their consumers. I fear I will lose my home due to incorrect information and misleading correspondance during this process. I am repared to stay in my hme and resume my normal payments, but I can't speak to anyone to express this. There are serious language barriers with their customer service and the rudeness of most of them does not help the situation. I have been hung up on, yelled at, accused of lying and just simply disregarded. I have been read a script so much that I know the script by memory. XXXX XXXX XXXX MODIFICATION APP SENT XX/XX/XXXX TOLD APP WAS DENIED, REAPPLY, ( HAS SPOKEN WITH CUST SERV EVERY MONTHSINCE XX/XX/XXXX, WAS NOT TOLD THIS INFOR TIL NOW ) XXXX XXXX XXXX MODIFICATION APPLICATION/APPEAL SENT XXXX XXXX XXXX CALLED EVERY WEEK FOR UPDATES XXXX XXXX TOLD DOCUMENTS ARE NEEDED AS WELL NEW APPLICATION XXXX XXXX XXXX CALLED EVERY WEEK FOR UPDATES, SENT ALL DOCUMENTS REQUESTED ( GIVEN FALSE INFO ) XX/XX/XXXX, XXXX TOLD I WAS DENIED FOR COVID RELIEF AND LTR WOULD BE MAILED DETAILING DENIAL REASONS ( NEVER RECIEVED ) XX/XX/XXXX, XXXX LTR FROM RELATIONSHIP MGR, XXXX XXXX, ( MAY NOT BE A REAL PERSON AT THS POINT ) STATING MY APPLICATION WAS REVIEWED AND THAT ALL DOCUMENTS HAD BEEN RECIEVED AS OF XX/XX/XXXX. XX/XX/XXXX, XXXX TOLD APPLICATION WAS DENIED ALL TOGEHTER AND TO APPEAL. ASKED TO SPEAK WITH REATIONSHIP MGR OR A MGR AND WAS DENIED. WAS TOLD MESSAGES WERE LEFT AND THAT SOME WOULD CALL ME BACK, NEVER RECIEVED A CALL OR EMAIL.
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: 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.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a loan for my security equipment through this company. Back in XXXX, the card that I had my recurring payments coming from was shut off because XXXX changed to XXXX. My payment did not go through. I got an email that the payment didn't go through and I needed to make the payment. I went online to make the payment on XX/XX/22 of {$40.00} for my XXXX payment. On XX/XX/XXXX, Instead of the payment being {$40.00} they took out {$81.00} with the recurring payment. That was two payments instead of one. I called and informed that now in XXXX I have made 3 payments and to change it so it does not make a payment out in XXXX. The agent I first talked to told me that the system just shows it as an extra payment if you make a payment before the due date. I informed that I was making the payment that I was told that I owed. Your system should have recognized that and only taken out the amount monthly amount. She said they had no way of changing that and I needed to call my bank to dispute the charge. I told her I did not want to be on auto-pay and she informed me that could not be changed either. I requested to speak with a manager and stated there was no manager available and placed a request for a manager to call back. No manager called me back and the payment of {$40.00} came out anyway. Now, that is XXXX payments made between XXXX and XXXX. I called back asking for a manager, again I am told a manager is not available and the same excuse of an extra payment. I explained again that I was not making an extra payment and that I needed this corrected and to be taken off of auto-pay. The other rep informed me that I had to go to XXXX to change the auto pay. I called them and they said they have nothing to do with the payment for the equipment loan. This time the rep stated he was putting in a complaint and I would hear back from a manager. Again, a manager does not call but I receive a credit to the card. I called again and asked what happen and they said the payment was reversed but no you are past due and owe for XXXX. I said I do not, that is the whole reason the payment was reversed because you all are taking too much money out. The account needs to be adjusted to show its current. Again, they do not know how to do it and said they would request for a manager to contact me. I still do not hear from a manager until almost two weeks later and she left me a message on my phone on XX/XX/XXXX. I tried calling back and was not able to reach her. I requested another call back from a manager because the account was still saying I was past due and now I am getting collection calls about the balance. I spoke with a collection rep on XX/XX/XXXX and she stated that it should not be passed due after looking at the amount I paid and putting in a complaint to have it fixed. I still don't receive a call from a manager. I keep getting notices that my account is past due and another rep contacts me on XXXX asking about my payment. I explain everything to her again and state a manager has still not contacted me back. She states she is putting in an escalation ticket and that manager will be calling me back that day. Another day goes by with no call. They take out {$81.00} on XXXX and then say they are taking out another {$81.00} on XXXX. When the amount authorized is {$40.00}. I have advised my bank to block my card and dispute the charges and no one will call me to fix this problem. They just keep taking out amounts they are not allowed to which is causing me problems with my finances and is a breach of contract.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2022 it was reported to XXXX XXXX that an account from CITIZENS XXXX XXXX XXXX XXXXT was opened in my name for XXXX dollar line of credit, of which half of it has been used, lowering my credit score by XXXX and who knows what else. I attempted to contact the parent company of this program only to run loops through their automated system, in order to dispute this account. I DID NOT open this, nor authorize it being opened. I am not responsible for this
Company Response:
State: NC
Zip: 27127
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 CITIZENS LOAN # XXXX CITIZENS Bank Timeline XXXX I sent my Instrument of payment in the amount of {$160000.00} to CITIZENS MORTGAGE Bank CERTIFIED MAIL. XXXX XXXX XXXX XXXX RI XXXX. TRACKING # XXXX. XXXXCertified Mail was delivered XXXX I called to verify that CITIZENS has received my INSTRUMENT OF PAYMENT and spoke with XXXX XXXX ( ID XXXX ) and was told my INSTRUMENT was refused, I Stated the following below : UCC3-311 : Accord and Satisfaction ( a ) If a person against whom a claim is asserted li.e. Us ] proves that ( i ) that person [ i.e. We ] in good faith tendered an instrument to the claimant i.e. Them ] as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( in ) the claimant lie. They ] obtained payment of the instrument. ..the claim is discharged if the person against whom the claim is asserted i.e. Us proves that the instrument or an accompanying written communication contained a conspicuous statement to the effect that the instrument was tendered as full satisfaction of the claim. UCC3-603 : Tender of Payment ( a ) If a tender of payment of an obligation to pay an-instrument is made to a person entitled to enforce the instrument [ i.e. Them ] and the tender is refused, there is discharge, to the extent of the amount of the tender... XXXX I sent a CONDITIONAL AGREEMENT CERTIFIED MAIL TO CEO XXXX XXXX XXXX XXXX TRACKING # XXXX
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 CITIZENS LOAN # XXXX CITIZENS Bank Timeline XXXX I sent my Instrument of payment in the amount of {$350000.00} to CITIZENS MORTGAGE Bank XXXX MAIL. XXXX XXXX XXXX XXXX RI XXXX. TRACKING # XXXX. XXXXCertified Mail was delivered XXXX I called to verify that CITIZENS has received my INSTRUMENT OF PAYMENT and spoke with XXXX XXXX ( ID XXXX ) and was told my INSTRUMENT was refused, I Stated the following below : UCC3-311 : Accord and Satisfaction ( a ) If a person against whom a claim is asserted li.e. Us ] proves that ( i ) that person [ i.e. We ] in good faith tendered an instrument to the claimant i.e. Them ] as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( in ) the claimant lie. They ] obtained payment of the instrument. ..the claim is discharged if the person against whom the claim is asserted i.e. Us proves that the instrument or an accompanying written communication contained a conspicuous statement to the effect that the instrument was tendered as full satisfaction of the claim. UCC3-603 : Tender of Payment ( a ) If a tender of payment of an obligation to pay an-instrument is made to a person entitled to enforce the instrument [ i.e. Them ] and the tender is refused, there is discharge, to the extent of the amount of the tender... XXXX I sent a CONDITIONAL AGREEMENT CERTIFIED MAIL TO CEO XXXX XXXX XXXX XXXX TRACKING # XXXX
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 CITIZENS LOAN # XXXX CITIZENS Bank Timeline XXXX I sent my Instrument of payment in the amount of {$150000.00} to CITIZENS MORTGAGE Bank CERTIFIED MAIL. XXXX XXXX XXXX XXXX RI XXXX. TRACKING # XXXX. XXXXCertified Mail was delivered XXXX I called to verify that CITIZENS has received my INSTRUMENT OF PAYMENT and spoke with XXXX XXXX ( ID XXXX ) and was told my INSTRUMENT was refused, I Stated the following below : XXXX : Accord and Satisfaction ( a ) If a person against whom a claim is asserted li.e. Us ] proves that ( i ) that person [ i.e. We ] in good faith tendered an instrument to the claimant i.e. Them ] as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( in ) the claimant lie. They ] obtained payment of the instrument. ..the claim is discharged if the person against whom the claim is asserted i.e. Us proves that the instrument or an accompanying written communication contained a conspicuous statement to the effect that the instrument was tendered as full satisfaction of the claim. UCC3-603 : Tender of Payment ( a ) If a tender of payment of an obligation to pay an-instrument is made to a person entitled to enforce the instrument [ i.e. Them ] and the tender is refused, there is discharge, to the extent of the amount of the tender... XXXX I sent a CONDITIONAL AGREEMENT CERTIFIED MAIL TO CEO XXXX XXXX XXXX XXXX TRACKING # XXXX
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I refinanced to a HELOC with Citizen 's Bank in XX/XX/XXXX During that time, I had flood coverage from XX/XX/XXXX to XX/XX/XXXX However, I was unaware my X did not renew due to COVID XX/XX/XXXX to XX/XX/XXXX OR XX/XX/XXXX to XX/XX/XXXX I was notified by Citizen 's on XX/XX/XXXX that {$3200.00} was deducted from my HELOC for policy year XXXX Citizens 's also deducted {$780.00} to cover from XX/XX/XXXX to XX/XX/XXXX, as I got coverage effective XX/XX/XXXX to XX/XX/XXXX Please know that my policy 's annual premium is only {$850.00} My questions are : Does Citizens have the right to arbitrarily deduct {$4000.00} from my HELOC? Wiping out all the equity I built up? Do they have the right to deduct $ in XXXX for policy years, 2 years back? No claims were ever filed. Lastly, they did not purchase a policy, but just deducted {$4000.00} from my account. Why such an expense? There was no basis for it at all.
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A