Date Received: 2022-05-18
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: XX/XX/2022 I signed up for a 30 day free trial with XXXX and filled out a line of credit with Citizens One. I was provided a tablet by the sales rep to fill out my information and saw that the equipment was a total of XXXX and that I did not have an interest rate on the line of credit. I have tried to cancel my free period trial with XXXX and have received the run around, so I got in contact with Citizens One to let them know I would like to close out my account due to the fact that I do not have all of my equipment as promised, and am within my 30 day trial. I was advised I can not close my account unless XXXX sends a notification to CitizensOne of cancellation, where XXXX states I must pay off the amount of equipment in full in order to terminate services with XXXX. I asked them if they were tied in with XXXX and the representative stated that they were not, that they were just responsible for collecting payment on the equipment. I received an email from CitizensOne with my balance, minimum payment and due date. The amount is XXXX more than what I signed off on initially. I do not know why there is added money due to the fact that I can not see what exactly I am being billed for on their site rather than just a total amount. Upon further request it appears as the extra XXXX is coming from an installation fee, that I was not supposed to be charged, and I did not agree to that amount when putting a line of credit in. This was tacked on after the fact, as well as it is an open line of credit for XXXX which is also not what I put in for or agreed to. I agreed to a XXXX line of credit. I did not sign up for a line of credit through CitizensOne for XXXX.
Company Response:
State: CO
Zip: 81005
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hi, I am a victim of Identity theft, somebody withdrawing money from my XXXX checking accounts, so I froze them. I gave a complaint to FTC.gov and also a police complaint. On XX/XX/22 and XX/XX/22 I received XXXX letters from Citizens bank. It appears somebody got into my dormant savings account using my SSN and presented XXXX counterfeit XXXX checks with forged signature ( {$5000.00} and {$2500.00} ). As I already froze that account, those checks returned back. That impersonator withdrew {$1000.00} even before the checks were returned. So my account went to a negative balance of $ XXXX XXXX x {$20.00} return check fees. Prior to this incident, this account only has XXXX cents and it has been dormant for a long time. I immediately called Citizens account and reported about this fraud. Later as there was no response, I called multiple times and always they mentioned that somebody from claims department will reach out for me in 1-2 business days. No one ever called back and made multiple calls and it was the same answer all the time. They mentioned that there is no direct line to Fraud department. On XX/XX/XXXX, they sent me a letter stating that they are closing the claim as per my request. I went to a local branch and mentioned about this and they mentioned that they will talk to regional manager. On XX/XX/XXXXbranch manager told me that they are helpless as the claim is closed and that deficit in the account is my responsibility.
Company Response:
State: NY
Zip: 13208
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-18
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I deposited a check for XXXX from a stock sale with Citizens ATM and there was a problem with the check not crediting to my account. I went to the branch first thing on a XXXX XXXX and was told they can expedite a dispute and get back to me in two days. I have been given a runaround with the bank, the staff has misled me, no one can give an answer and so far I am out the money which is needed for other things I have had multiple problems with this bank and I never can get assistance, they need to be investigated for poor customer service that borders on fraud
Company Response:
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: I XXXX XXXX the natural person and consumer as defined by the FDCPA 15 USC 1692 ( a ) ( 3 ) who is submitting this complaint on my own behalf there is no third party involved. XXXX XXXX XXXX XXXX XXXX XXXX have invaded my right to privacy by sending a letter received on or about XX/XX/2022 which was dated XX/XX/2022 stating that the consumer owes a debt. XXXX is a debt collector as defined by the FDCPA 15 USC 1692a ( 6 ) and has violated the FDCPA. The receipt of this communication was at a very inconvenient time and was an attempt to harass me to coerce a payment of an alleged obligation by way of intended misrepresentation. The receipt of such document is misleading and it appears to be from an attorney which is a violation of 15 usc 1692 ( e ) ( 3 ). Pursuant 15 USC 1692 ( c ) ( a ) I have never given this company my direct consent to contact me or to have my personal information.This is a huge invasion of my right privacy. It is clear that this company has violated the FDCPA and intentionally attempting to deceive I the consumer. This is an alleged obligation. Farther more this company has no rights to collect any amount. UCC 9-109 clearly states such action is prohibited being that this account was transferred for the sole purpose of collecting only and XXXX is a debt collector. I do not give you permission to take any legal action against me. The attached exhibit was mailed to this company on XX/XX/2022 and delivered by USPS certified mail which was picked up on XX/XX/2022.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I entered a forbearance plan with Citizen XXXX XXXX due to covid. My forbearance plan ended XX/XX/XXXX and I was told in order to resume making payments I had to fill out a loan modification form so my payments can be moved to the back of my loan. I submitted the application on XX/XX/XXXX. I was verbally told that i was approved and a notary will be contacting me so I can sign the documents needed to finalize the modification. I did not hear from anyone so on XX/XX/XXXX I called regarding my modification. I kept getting the running around and requested to speak to management and I was told I would get a call back and no one ever called me back. I kept calling each day until someone finally advised me I was denied due to a lien against XXXX XXXX. I advised I have no liens against me and it must be a mistake. I escalated this matter to the XXXX and XXXX XXXX from the chairman 's office reached out to me to advise me more of the specifics of the XXXX. I advised it is mistaken identity as that person is not me. I have submitted numerous documents proving that I have no liens against me or my home provided by my local county clerk 's office back in late XX/XX/XXXX, again XX/XX/XXXX and then once more on XX/XX/XXXX. I still have yet to hear from anyone in regards to a resolution. On XX/XX/XXXX I received a letter that my loan is now in default and they will begin foreclosure process if a payment in full is not received by XX/XX/XXXX in the amount of {$24000.00}. I was told by the chairman 's office on XX/XX/XXXX that this will be investigated and everything will be on hold until the investigation is complete but they are moving forward without resolving this mixed identity issues. It has now come to the point that my anxiety levels and stress levels have increased tremendously that I had to get my medication increased and I am under constant monitoring due to me being XXXX weeks pregnant. Citizens Bank is now refusing to provide me with any information when I call and not responding to calls or emails.
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX, I did call my bank, Citizens Bank, because I noticed there were multiple charges for " Foreign fees '' withdrawn from my account. I know that during this past month, I did not make a purchase outside the USA. I called their customer service line, where XXXX told me there were fees all the way back to XXXX of XXXX for the same two companies. The Companies in question are XXXX ( XXXX based company ) and XXXX XXXX ( XXXX based company ). I asked why these fees had been charged to me and the representative told me that they had been done in error and that he would transfer me to the right department to help me. The overcharged are as follows ; XXXX {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$2.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$2.00}, XX/XX/XXXX - {$.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00}, XX/XX/XXXX - {$1.00} for a total of {$18.00}. Once I was transferred to the next department, a Supervisor with XXXX XXXX stated the errors were on their end, which I knew and that they ( Citizen 's Bank ) would only go back to XX/XX/XXXX to reimburse the fees they illegally took from me.I told her this was unacceptable and she told me there was nothing further I could do because she is a supervisor and has the final say. The reference number for this is XXXX.
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # 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 a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for and purpose.
Company Response:
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: Last month, I was scammed out of {$5900.00} by scammers who impersonated the police, even calling me from the local police department 's phone number using a XXXXXXXX XXXX I wasn't in good mental or physical health at the time, which is why I think they were able to convince me to do what I did. I got a phone call on a Friday, XX/XX/XXXX around XXXX am. It was a number from Texas saying they found a package at customs which was addressed to me containing fake social security cards and I must be a victim of identity theft. The person on the phone started asking me for information about my driver license, and that was when I hung up on them. I received another call asking, " Why did you hang up? '' Then they called me from the XXXX XXXX Police Department 's phone number and pretended to be a police officer named XXXX. This is when I started to comply with what they told me to do. They told me to get dressed and go to the bank and withdraw the maximum amount possible because all of my accounts were about to be frozen as I will have to prove that the money is actually mine and I am not involved in drug trafficking. They told me an officer would be arriving at my house the next morning to discuss this further. They instructed me to stay on the phone the whole time and do not put them on mute. I went to the first Citizen 's Bank location and I went inside and asked to withdraw the maximum amount of cash that I could. The teller allowed me to withdraw {$2000.00} and explained usually they need more of a notice to give more cash. I returned to my car and I told this to the man on the phone who I thought was the police. He seemed surprised at the amount only being {$2000.00}, and instructed me to go to another branch and do the same thing again. I complied and drove to another Citizen 's bank location near by, with the person on the phone the entire time. I went inside the second branch and approached the teller and asked to withdraw the maximum amount possible from my account. I was not asked any questions about why I needed to do this. The teller at the second location would have also been able to see that I had just done this thirty minutes prior at another branch. Yet, she allowed me to withdrawal {$4000.00} dollars in cash without so much as a question. ( I have been banking with citizens since I was a teen, I have never made such a big withdrawal ). I return to my car and XXXX gives me an address of a " special government atm '' where I can create an account and make my own pin, and deposit the cash into the account until I am able to prove my innocence with law enforcement. I drive to the address and it was a XXXX gas station located in XXXX, PA. I go inside and I see that this " special atm '' is actually a XXXX ATM. Alarms start to go off in my head, and I decided to only put some of the money into the machine because I was very skeptical. I created an account and made a pin, and was sent a XXXX code that I scanned. I deposited XXXX dollars into lite coin and returned to my car. I told XXXX that I only deposited some of the cash and was planning to hold on to the other {$2000.00}. This is when he became very angry with me and started using intimidation tactics. I had two different numbers calling my phone, one was from XXXX pretending to be with the XXXX XXXX named XXXX, and the other guy was XXXX with the XXXX. I began to argue with them because I didn't understand why I was doing this. They told me I was making myself confused and maybe I am guilty, and this will all have been for nothing and they can't help me even though they are trying to help me prove my innocence. I reluctantly go back inside the gas station and deposited the rest of the money into the account, besides for one XXXX dollar bill that the machine wouldn't take. I returned to my car. This is when the man tried to instruct me to go to a third citizens bank location, and withdrawal even more money! I told him no, I am going home and will talk to them later. They still are calling me from these fake phone numbers impersonating the police and XXXX XXXX, trying to scare me, saying I was going to be detained. I then took it upon myself to drive to the police station, I said to them, I am here! Come arrest me. They tried to tell me to return to my car, saying ma'am you are making yourself confused. Eventually I talked to some officers and was able to show them they were impersonating their number. It was confirmed that I was scammed. I showed them all of the receipts and sent them everything. I then launched a complaint with XXXX to attempt to stop the transaction. I caught it pretty quickly, which makes me feel like maybe they could have done something. However, they took two days to even respond to my fraud report and told me they could not help me. I also scheduled a meeting with the branch manager at the second citizens bank location. I filed a complain also via the telephone before my meeting. The next morning, I showed up at the bank as soon as it opened and I explained what had happened. The lady I spoke too was very sympathetic and told me that Citizen 's bank takes fraud seriously, and that they will likely get my money back somehow. ( I recognize she was just trying to make me feel better, as I was quite upset. ) The branch manager called some one else and further processed my claim. She told me I would be receiving a phone call in about ten days about the claim. I never received a call, but I did receive a letter in the mail that stated that I had requested to cancel my claim, which was not true. I called the number on the letter and explained my confusion, and the woman on the line told me flatly they can't help me. They can not cancel a withdrawal that I made in person with my card. She was not very sympathetic and I felt like a moron. I sent the branch manager a strongly worded email letting her know what happened. Ultimately I understand that it was my fault what happened, but Citizens Bank sure made it easy. The police officer did call me and say that he was forwarding all the information to their team of detectives, but said not to get my hopes up.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I still owe the balance of the debt, the reason for the complaint is because the creditor is showing the account past due when I have never missed a monthly payment. On XXXX occasions they have received my check and withheld until the next month to cash it. I have provided a detailed letter and proof of all payments from XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Citzens-alert : We have temporariIy restrictd your XXXX due to unusuaI XXXX XXXX XXXX to confirm your details. I don't have a citizens card. So I wouldn't be able to have it restricted.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2022-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A