Date Received: 2022-04-23
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I received a credit alert from XXXX XXXX stating I have a new alert. Someone opened an account in my name from Citizens Bank on XX/XX/2022 that I didn't apply for. The credit limit of {$5000.00}, high balance of {$3100.00} and available credit of {$1800.00}. I don't know this company and never applied for any line of credit from this company so I am filing fraud.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I do have a fraudulent hard inquiries on my XXXX Credit Report. There are total two fraudulent hard inquiries on my credit report. I have been contacted to the company and they never help me, they told me to contact the Credit Bureau.Please help me to remove those hard inquiries.
Company Response:
State: CA
Zip: 94941
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: : I have been receiving my survivor benefits through Citizens Bank since 2013 on the third Wednesday of every month. I received two separate payments on the same day for XXXX. As of XX/XX/XXXX I did not receive them. On that day I reached out to Citizens Bank CUSTOMERService and that is when I was told that Citizens Bank closed my account without letting me know so I couldn't make the proper attires to change over my information with the IRS to direct deposit to another account. When I was on the phone with Citizens Bank I was then told my account had been closed and my money was returned to the US Treasury. So I contacted SS and I then received a letter a week later saying that my money was deposited to my account and never sent back. So again I contact Citizens and had someone tell me that they don't have any record of the deposits. I finally found the recovery department number. Which I finally got somewhere with. That was 3 and 1/2 weeks ago. I just called again. They said that check processing still hasn't sent it. I am now livid. This affected my bills and how I live. It is my only income. Something needs to happen. That Bank has communication issues.
Company Response:
State: PA
Zip: 18360
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am disputing the reporting of my Citizens Bank mortgage as delinquent from XX/XX/XXXX to XX/XX/XXXX on my credit report as my loan modification was submitted in XX/XX/XXXX was NEVER even processed by Citizens Bank has not processed ( *see attached screenshot of my loan modification submission STILL sitting in the XXXX website not processed ). I originally lost my job during Covid 19 and Citizens Bank offered me the option of a forbearance, which I accepted as I was not in the position to pay my mortgage. It took a year for them to process a partial modification, but unfortunately, my job experienced a shutdown and I had to apply for a full loan modification, which I immediately submitted paperwork in XX/XX/XXXX. I was placed on another forbearance until the full loan modification could be processed. I was NOT informed that a modification could not process until my forbearance period ended. I have detailed records of my constant communication with Citizens Bank during XXXX and the direction/answer I was given on each call. On several occasions, I was given misinformation. For example, I called in XX/XX/XXXX to inform Citizens Bank I started back to work, and the representative told me my loan modification was processing when in fact it was not because my account was still in forbearance so the modification would not have even been allowed to process until my account was out of forbearance. I called directly to the loan modification team several times throughout XXXX and each time they told me it was processing and that I did not need to make a payment. THEN, in XX/XX/XXXX, Citizens Bank removed my loan from forbearance without any notification to me and no word on the status of my loan modification. I received foreclosure notifications in early XXXX and immediately called Citizens Bank Loss Mitigation Department. They informed me that they lost my XX/XX/XXXX loan modification documents as they were not able to access the XXXX website and were delayed in processing. I immediately completed new loan modification paperwork XX/XX/XXXX and emailed them to the email address I was given. I purposefully added a received and read notification to make sure Citizens Bank received the paperwork ( *see attachment of the Read notification ). As instructed, I called two weeks after emailing the 2nd set of loan modification documents. I was told yes it was received, in cue to be processed, and that when it starts processing I would be placed in forbearance again and default indication taken off my loan. BUT I would need to write Citizens Bank to ask for the default to be removed from my credit report! I diligently called back every week to check on it and even called in with a FHA loan counselor from XXXX on the line. He informed me what Citizen is doing is wrong to report my loan in default when they lost my original paperwork and now were in possession of my loan modification paperwork, but said they were behind in processing, yet continued to report to credit bureaus that I am in default instead of forbearance. In late XXXX, my modification STILL had not started processing and I decided to sell the property to rid myself of Citizens Bank. The loan counselor told me that the loan would be harder to payoff if it was in loan modification so I called XX/XX/XXXX and asked the loan modification department to not process my loan modification paperwork and to note on my account that I was selling the property. On XX/XX/XXXX, I phone to get the payoff amount as I accepted a offer on the sale of my home and close on XX/XX/XXXX. The representative argued with me that my loan was not in loss mitigation and refused to transfer me to that department ( this is just one of the instances where representatives were argumentative AND were not able to see each departments notes on my account. Monday evening, XX/XX/XXXX, I received two letters from XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( 1 ) a certified letter with a Notice of Intention to Foreclose Mortgage as of XX/XX/XXXX, and ( 2 ) a letter stating they are trying to collect a debt and to respond by XX/XX/XXXX or pay amount of {$14000.00} to stop foreclosure. I responded to an escalated mailbox with copies of all supporting paperwork including the 2 sets of loan modification documents, letters, summary of conversations, realtor request/receival of payoff amount, etc. The attorney responded the next day stating she expected Citizens Bank to provide her a resolution response by Monday afternoon. I never received a response last week. I sent a follow up email on Sunday evening ( XX/XX/XXXX ), and receive a response that Citizens Bank never answered their own attorney, but customer service did inform her that Citizens Bank is not pursuing foreclosure, but is reporting my account as delinquent as of XX/XX/XXXX to XX/XX/XXXX when it was paid in its entirety and closed. The account should show and remain reported as in forbearance the entire time as I had an active loan modification. I have attached my credit reports ; one pulled on XX/XX/XXXX and the other XX/XX/XXXX. The reports show an extremely different picture of my loan with Citizens Bank within a 4-day timespan. Citizens Bank has ruined my credit ( i.e., my credit score went from XXXX to XXXX ) and caused an imminent denial of my current mortgage application and loss of a home purchase and {$2000.00} in Due Diligence monies. I feel Citizens Bank has inappropriately changed and reported incorrect information to the credit bureaus when in fact the bank is at fault for not processing my loan modification in a timely manner ( e.g. over one year is not acceptable ), nor reporting to customer 's that their loan modifications were " lost '' due to Citizens Bank inability to access a website ( which they are STILL telling people to submit loan modification paperwork ), AND providing incorrect or false information through customer service ( e.g. informing me they are processing my loan modification or telling me not to pay because it is in forbearance ). I made attempt after attempt to rectify the situation, and was provide with false information.
Company Response:
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: 2 times this month I tried to mobile deposit a check through citizens bank. They both were labeled fake. The first one was labeled " altered '' and the second pne was labeled " frorged ''. I swear I did not know the checks wouldn't go through. My bank account was frozen on XX/XX/XXXX and is set to be terminated permanently on XX/XX/XXXX. The checks were from a company that just hired me and were supposed to help me buy equipment for the job. They were sent to me as screen shots that I had to print out.
Company Response:
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I DID NOT AUTHORIZE THIS COMPANY TO USE MY CREDIT REPORT AT ALL
Company Response:
State: AL
Zip: 361XX
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In late XXXX an exercise bike from XXXX showed up at my door. I did not order this bike, and I started getting text notices then written notices from Citizens Bank/Citizens XXXX about a balance owed in the amount of {$1200.00}. I have contacted Citizens regarding this matter, stating that I did NOT open a line of credit with their organization. I have four credit cards with more than {$80000.00} in available credit. I wouldn't need a line of credit. Citizens has twice denied my claim of fraud and has stated that my account stands. I have not been provided with any proof that I opened a line of credit, when or how it was opened, what documentation was provided to open it. I also have been unable to speak with a representative from Citizens -- all they have given me is an email address to write to and explain my situation, which I have, but I have received mail from them twice now stating they are denying my claim of fraud. When I contacted XXXX about receiving their bike, the customer service agent there said my account was opened using an email address that is not associated with me, and that my account was flagged as high risk of fraud. They issued a return shipping label, and the exercise bike is on its way back to that company. That's good customer service. Citizens has not provided me with any information regarding how this situation happened, nor have they made anyone available to discuss the matter. This purchase is showing up on my credit, which is should not.
Company Response:
State: NV
Zip: 89523
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Please see prior complaint XXXX. This issue remains XXXX and is st ill yet to be solved. I suspect this is one of the 3 cards I have but have been cancelled. I tried to pay for something using the credit and the debit card and they both don't work. I think this was due to to the cancellation of several in the sending. Please check the records of the account, I have been unable to access them still. I got another XXXX slip and when I went to collect at the News-agency it was not there. XXXX has bought out XXXX and there are loads of delivery issues as a result. This however is a responsibility I can take on. I think what has hap pened is the latest ones to be sent have only turned up this week. This is still really unacceptable. I have sent 3 emails in the last 2 weeks to the bank requesting the following : I am still awaiting the arrival of the XXXX credit card. I am still awaiting confirmation of the active card number for the visa debit card. I am still awaiting confirmation on how refunds processed on the XXXX card are handled. Access to internet banking without a US phone number given they took on overseas customers.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received my escrow analysis dated XX/XX/XXXX. There was an overage of {$3600.00}. It clearly stated that I had until XX/XX/XXXX to request the refund. I called XXXXXXXX XXXX on XX/XX/XXXX to inquire how/to whom I should send the request. I spoke with XXXX. He instructed me to email a letter, signed by my husband, with the account number in question to " XXXX ''. I emailed the letter on XX/XX/XXXX. I followed up on XX/XX/XXXX via phone and spoke with XXXX. He instructed me to resend the email to the same email address. I resent it. On XX/XX/XXXX I followed up via phone and spoke with XXXX. He instructed me that no notes were taken on the last two calls. XXXX said that he was a " supervisor '' and that he would get it straightened out and a check sent. on XX/XX/XXXX I followed up by phone and spoke with XXXX. She sent me a confirmation email that they had indeed received my email with refund request letter. She said that she would call me back with an update. on XX/XX/XXXX I followed up via phone and spoke with XXXX. She read the notes, put me on hold several times, and then proceeded to tell me that " they needed the refund request letter by XX/XX/XXXX '' and that I would have to wait for the next escrow analysis because I had missed the deadline. I instructed her that the letter clearly states " XX/XX/XXXX '' is the deadline and that I sent it in on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and received a confirmation email of XX/XX/XXXX. I did not miss the deadline. XXXX insisted that someone would call me back.
Company Response:
State: NY
Zip: 11510
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a partial loan modification with Citizens Bank on XX/XX/XXXX. I was told it would take approximately 30 days to review and approve. On XX/XX/XXXX I called to see if any new information was available and was told my application was in review. I called again on XXXX and was told they showed no application on file ... would I like to submit. I have now called two more times to be told that my application submitted on " XXXX '' is still in review. My forbearance reached the 18 month deadline on XX/XX/XXXX. I believe Citizens purposely held my application back so that my forbearance would end and my credit history would be severely damaged. I feel this was malicious and not a limited information or labor issue. Please help me.
Company Response:
State: OH
Zip: 45069
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A