Date Received: 2022-04-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: Dear Sir/Ma On the XXXX XX/XX/2022 I transferred {$1000.00} on the citizens bank app through XXXX to my sister ... and the payment failed but citizens bank have refused to refund my money even till now. It is almost 2 weeks now I have called the customer service representative couple of times all to no avail. I visited the branch at XXXX on Thursday XX/XX/2022 still nothing is been done to the injustice. Attached are the statements I pulled out of the citizens bank app. I also attached the payment failed screenshot. Your prompt action is highly appreciated. Thank you!
Company Response:
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I asked Citizens Bank XXXX XXXX XXXX team to assist me with a large international wire on the phone to assure it was done correctly. The bank agent missed a few steps and the wire ( XXXX XXXX ) went out in pounds ( XXXX XXXX ) instead of us dollars. Citizens management informed me to recall the funds but never informed me of a {XXXX} penalty. Citizens took my money and recalled the difference to my account. I have on recorded calls several request asking them to inform me of any penalties. I am loyal customer, I have five or six checking accounts, multiple savings accounts, business accounts, my mortgage and home equity and feel like I have no advocate helping resolve this issue. I have pushed this to the Office of the Chair but have not hear back from them. This was unfair and no one person can explain to me the XXXX fee. There is no advocate for me and I was even more upset when the Office of the Chair called to hear my side of the story but then quickly informed me the decision to charge me XXXX was done. Hi investigation of this matter was incomplete to begin with but why ask then inform me of your decision.
Company Response:
State: MA
Zip: 02492
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I've had problems using a debit card issued by Citizen 's ( after it's taken over XXXX ). I have money in my account, but my transactions are being declined. Customer service is off-shored and the wait times are hideous. ( This is a matter of public record per Citizen 's online customer ratings. ) Whatever has happened -- or isn't happening -- has caused innumerable issues in innumerable lives. And, of course, this is in the context of people frayed and fraught after two years of COVID and its collateral damages. How can a bank be so impersonal, cold and calculating, power-hungry and greedy right out of the gate? It seems downright evil. ( I don't use that word lightly. )
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I occurred hardship over the past year due to divorce and applied for a loan modification to lower mortgage payment during community property and divorce settlement process. Original modification request XX/XX/XXXX. All documentation sent in. XX/XX/XXXX, I reached out to citizens who stated that I had to start a new request and resubmit all info and needed to email certain documents to a particular email group. After following up several times it seems " no one has received some of my emails or The ones we just opened exceed the 30 day window and you need to resubmit them. These were sent over 4 times with the email verified as well. XX/XX/XXXX, online account confirmed all required info was received and packet complete and wait 30 days for review. XXXX XXXX, I contacted for update and they stated I should receive letter in the mail re : decision XX/XX/XXXX, couldnt access online account and mortgage account closed via credit report. XX/XX/XXXX no communication from them. Multiple attempts and several hours with customer service on hold. Disconnected with no follow up. XX/XX/XXXX, mortgage statement owing $ XXXX and info on how to apply for assistance. XX/XX/XXXX, credit score dropped to Poor. Calling customer service requires a day off of work, as you are on hold of the time speaking with various customer service representative very broken XXXX. Not to mention, Im repeating the same information over and over to each person they connect me to. After several hours, it is guaranteed that the phone will get disconnected. Beyond frustrated and stressed out is an understatement. This financial corporation its more than incompetent. On top of this extremely stressful situation with divorce and custody, I still have not gotten anywhere with the lowering of my mortgage payment, have an unacceptable credit score, and fear the loss of me and my childrens home. And now most recently, attorneys fees that are going be associated with getting this resolved.
Company Response:
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was granted Forebearance by my Mortgage company Citizensone from XX/XX/XXXX to XX/XX/XXXX -- - They unfreezed my credit and just started this month in XX/XX/XXXX to add negative information- that I was late 26 payment, when i was actually in forebearance. They took one year to modify my mortgage payment from XX/XX/XXXX to XX/XX/XXXX, and just sent my first new statement in over a year ... that my payment was changed from {$2800.00} to {$2500.00}, new payment effective XX/XX/XXXX. Also I wrote back on XX/XX/XXXX that my common law spouse also a co-borrower on my the shared mortgage loan, died back on XX/XX/XXXX as i have death certificate on file, wrote a hardship letter to CitizensOne... they have ignore my request. XXXX XXXX was a XXXX XXXX working the XXXX Covid-19 ward at XXXX XXXX and also at a XXXX XXXX... .was very sick from XX/XX/XXXX to XXXX XXXX when he died at home from XXXX causing XXXX XXXX in his body. I requested Citizensone for hardship on my mortgage loan and they have ignore my request. I am seeking further help for CFPB to intervene in this matter. Their Loss and migitation department is a mess, that handle forebearance customers ... .I request help many times..and they are messed up my credit report as being late 26 times.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Someone fraudulently opened a credit card in my name with Citizens One on XX/XX/XXXX using our rental property address in XXXX XXXX and charged {$890.00} to the card ( Acct XXXX XXXX XXXX XXXX ). I found out on XX/XX/XXXX by looking through my credit report on XXXX. At that time, this was listed under closed account in my credit report, as the account was already closed in XX/XX/XXXX ( Charge off ). I disputed this account with XXXX. After an investigation by XXXX, this account was taken out of my credit report on XX/XX/XXXX. In XX/XX/XXXX, I started getting collection notice from Citizens Bank. On XX/XX/XXXX, I called XXXX ( XXXX ) and spoke to XXXX XXXX. He was not very helpful at all. Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: TX
Zip: 75230
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was in XXXX on XXXX WITH XXXX in XXXX for XXXX year and my automatic withdrawals were still processing- the bank knew i was in XXXX knew i was in XXXX and knew that i had no way to respond, or any way to stop the situation and yet charged me horrendous fees, and then closed my account as a charge off due to the fees. I WAS SEVERELY AFFECTED BY PANDEMIC AND INSTEAD OF BANK PROTECTING MY ACCOUNT AND MY CREDIT THEY WERE ONLY CONCERNED OF THEIR OWN MONEY MAKING SCHEMES AND RUINED MY CREDIT. NO ONE CAN PUNISH ME NOR MY CREDIT FOR BEING XXXX IN A XXXX AND AFFECTED BY A GLOBAL PANDEMIC. IN ADDITON - HOW COULD I HAVE POSSIBLY FIXED THIS ISSUE IF I WAS BASICALLY XXXX IN XXXX AND CONTAGIOUS WITH XXXX AND XXXX XXXX XXXX XXXX XXXX XXXX.. SOMEONE EXPLAIN? THE MERE FACT THAT I SPOKE TO THE MANAGER AT THIS BANK AND INSTEAD OF HIM RESOLVING IT AND EXCUSING ALL THE CHARGES HE ARGUED THEY WERE LEGITIMATE AND MY PERSONAL SITUATION HAD NO BEARING ON THEIR BUSINESS. THE CARE ACT FOR PANDEMIC STATES THIS CAN NOT BE DONE, I WANT IT IMMEDIATELY REMOVED FROM XXXX XXXX, IN ADDITION THE FEES ARE WRONG I WANT THEM DISPUTED AND REMOVED AND I DEMAND MY DEBT CLEARED AS THEY TOOK THOUSANDS AND THOUSANDS OF DOLLARS WHILE I WAS XXXX XXXX XXXX XXXX. THIS BANK IS ALSO XXXX TO ANY ONE WHO IS NOT OF XXXX ORIGIN AND TREATED ME LIKE TRASH EVERY TIME I WENT IN THERE. I DEMAND THIS RESOLVED - FEES CANCELED AND REMOVED OR I WILLL SUE AND GO PUBLIC.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: We entered a forbearance agreement as a result of lost employment because of the COVID-19 pandemic. We applied for a loan modification months ago. 60 days passed. We contacted Citizens and were told to not pay the mortgage while they had our application under review. Meanwhile, the loss prevention arm of the bank reported a missed payment to the credit agencies. We disputed. They denied the dispute. We followed up again to inquire about the status of the loan modification. More than sixty days passed. They told us that our application had not been processed ; however, previously we were told to give them 60 days. We never received word about the loan modification. We submitted by email and via their online portal. We paid the mortgage. XXXX will be the third month since coming out of forbearance. We both are employed again and now we simply want to refinance to consolidate our loan to a 15 year mortgage, but we fear the late payment reporting will keep us from being able to achieve this goal. The communication from Citizens Bank has been extremely misleading. They have not communicated about our loan modification, even though they verbally promise that we will receive notification " within a week '' each time we call. We don't have a history of default prior to the pandemic. We feel as though their practices are dishonest and unethical. They refuse to listen to their own recorded calls, or follow their own policies. Thank you.
Company Response:
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested Citizens Bank remove the escrow account from my mortgage on XX/XX/XXXX. I paid to have them appraise my property to remove the PMI insurance in XX/XX/XXXX. XXXX established my XXXX to be 64 %. Value {$410000.00} and loan balance {$260000.00}. The requirement to remove XXXX or Escrow is 80 % XXXX. On XX/XX/XXXX Citizens Bank sent me a letter rejecting my requested to remove the Escrow account. I called and the outbound message indicated 1hour hold time to get to representative. I finally got in touch with a supervisor XXXX XXXX contact number XXXX. She told me the XXXX to remove the escrow uses an XXXX based on the original value and the current loan balance. She told me I needed to pay down the loan by {$11000.00} and they would remove it. So I scraped together all my savings and paid it over the phone with her processing the payment. She promised me she would get the requested processed and completed. That was on XX/XX/XXXX I have a confirmation letter from Citizen Bank. I have called XXXX no less then 30 times and she informs me nothing has been done. I Have done everything they asked of me. It has been 3months since this started. I have all the documentation to support the above summary. Please get them to release my escrow account immediately.
Company Response:
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I applied for, and received, a COVID forbearance in XXXX after my husband, who was the sole wage earner lost his job with an airline due to XXXX. We were scheduled to come out of forbearance in XX/XX/XXXX. In anticipation of the end of our forbearance, we applied for a XXXX loan modification and restructuring through our HUD XXXX. The request was faxed along with the entire packet to our servicer on XX/XX/XXXX. In XX/XX/XXXX, we received correspondence form our servicer that the past due amount accumulated during the forbearance would be put on the end of the loan, but our monthly payment was to increase due to an increase in escrow because of the previous year 's shortfall while we were in forbearance. I called our servicer and told them we had requested a restructuring to lower our monthly payments because my husband had only recently ( XXXX XXXX ) found new employment at a substantially reduced rate from what he was making pre-COVID. The reprehensive told me they would not lower our payments and I told her that our HUD XXXX had informed us that it was part of the COVID act that servicers were to reduce payments by at least {$200.00} a month if requested. The representative then told me, yes, it was and that she would raise my request to the loss mitigation department and to just give it a few weeks. I called again in XXXX XXXX for an update since we had not heard anything and was told they were still working on our request and to give it a few more weeks. On the XX/XX/XXXX, I called again for an update and was told they were sending us a packet with paperwork to sign to put the past due amount on the end of our loan but that the payments were still the higher amount. She said she would expedite our request for the modification to reduce our monthly payments and to give it a couple of weeks for a response. She told me not to sign that paperwork or our case would be closed, and they would not look at our request for the restructuring for a lower payment amount. On XX/XX/XXXX, after hearing nothing from our servicer, I again called for an update. This time I spoke with a representative named Georgia who told me that our request had been submitted but there was no update. On XX/XX/XXXX, we received the packet that the representative had told me was coming. It was as the representative had stated, so we did as we had been instructed and did not sign it. I called the next week and told the representative that we received the packet but didn't sign and explained why again requesting an update on our original request. I was told that the request had been submitted and that I just needed to give it some time. On XX/XX/XXXX and again on XX/XX/XXXX, we received XXXX letters in the mail, XXXX of them registered mail, stating that our loan is in default, and we have until XX/XX/XXXX to pay the past due amount or they will start the foreclosure process. Through out the entire process, we were working with a HUD XXXX who also called our servicer several times about our request. After receiving the letter threatening foreclosure, I spoke with our HUD XXXX who again, on XXXX. XXXX, XXXX, called our servicer. She was told to have us do a short sale and she told them no and demanded that she be speak to loss mitigation. The loss mitigation representative told her that because we did not sign and return the packet they had sent out, they had closed our case and we would need to reapply for assistance. Our HUD XXXX told me to file this complaint and to inform you that she, as a HUD XXXX was not treated professionally by our servicer and that they wouldn't work with her any more than they would with us.
Company Response:
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A