Date Received: 2022-02-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2018, my mother passed away. My father is about to turn XXXX. After my mother 's death, my father, sister and I went to his bank to have my mother 's name removed from the savings and checking accounts and to have our names added so we could assist my father, should he need it. We provided the bank with a death certificate and filled out and signed all the appropriate paperwork. A year later, I discovered that the accounts had never been changed. I went back to the bank ( a different branch ) and was told that the original branch should have kept copies of the paperwork in their branch. The branch XXXX contacted the original branch, but they had no record of the transactions. We again provided the bank with a death certificate and filled out the paperwork. It was overnighted to the main bank offices. A year and a half later, I was back in the original branch to check on something for my father and discovered that my mother 's name was still on the accounts and that while my name had been added, my sister 's had not. The bank could not find anything in their computer showing that the accounts had ever been changed and yet my name had been added. This is a pretty basic banking transaction and it has been 3 years 9 months and the bank has not to date been able to do it correctly. I find it worrisome that we have dealt with two branches and multiple people at each branch and no one seems to know what they are doing. Also, last year my father wanted to pay off his equity loan and close it permanently. My sister accompanied him to the bank where they were provided with the pay off amount and filled out the paperwork to close this line of credit. About 2 months later, my father received a notice from the bank that this line of credit was still open and that he had a {$40.00} balance. I went with him to the bank and discovered that when they gave him the pay off amount they had neglected to include the fee for filing a discharge, so they just left the line of credit that he had closed open with the fee as a balance. This affected his credit score which in turn affected his home owner 's and car insurance rates. No one at Citizens bank knows what they are doing and no one is minding the store. The branch XXXX, from the original bank and from the equity credit line fiasco, told me it is not the bank 's fault- it is the fault of the individual 's who work there and don't do their jobs correctly. Isn't Citizens bank responsible for their employees? Shouldn't they be? Their incompetence appears to be widespread. My parents banked here all their adult lives and my father is set in his ways and is reluctant to move to another bank ( though he is also aggravated ). We put things in place to assist him, or at least tried to, but my sister has been repeatedly locked out of the account. The branch XXXX also pointed out that if something happened to both myself and my father, my sister would not be able to access the accounts. While she said this with concern, it does not correct the matter. We have literally wasted hours at Citizens bank trying to just get this done.
Company Response:
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/22 around XXXX XXXX I received a called from a person claiming to be from XXXX XXXX electricity company collection agency to collect a debt, the person that called told me I need to pay 800.00 immediately to avoid service interruption, They called from XXXX XXXX after I called back the number to verify which had the same prompts as XXXX XXXX I made the payment, after making the payment the persons attitude changed and I questioned them, I immediately called my bank Citizen 's to confirm what appeared to be XXXX XXXX payment to find out it seem to be a scam, I asked the rep to flag the transaction which he said he did, then I call at a later date to find out they still allowed it to go through. it was a XXXX payment feature through my banks website My citizens bank claim number is XXXX
Company Response:
State: MA
Zip: 02124
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our home 6 months ago with a local bank that sold off our loan to Citizen Bank. One month after it was sold to Citizen Bank, we received a notification letter from XXXX XXXX that they had purchased our loan but we would still continue to make those payments to Citizen Bank which we have done. We have actually made 2 payments monthly for the past few months since it was sold off. We pay the amount due plus an additional principal payment. Those payments have drafted from 2 separate accounts each month which we schedule through the automated because I DO NOT bank online. We have an outstanding credit rating and never late on any of our bills. I received a call on XXXX from XXXX XXXX with Citizens Bank Collections that my XX/XX/22 payment for {$1200.00} was not paid. I explained that they needed to check their records because I had 2 confirmation numbers for 2 payments that I scheduled on XX/XX/22 to post from the 2 separate bank accounts on the dates XX/XX/22 and XX/XX/22. She explained their were not payments made - I requested to speak to a supervisor. She handled the call unfortunately very rudely and said that a supervisor wasn't available right now but she would have XXXX call me back reference my past due payment. Waiting on a call back from XXXX, I decided to call the main number XXXX. I reached XXXX in customer service. I explained the entire situation, she apologized first and asked if she could put me on a brief hold to get with a supervisor and explain the situation. She came back and told me that unfortunately a supervisor in their customer care couldn't help and she would have to transfer me to collections to speak with a supervisor there. She placed me on hold to transfer the call and after waiting about 10 minutes I got a dial tone and realized the call had been disconnected. I called another number which is on the back of my statement under payment problems XXXX and got back to collections department. When a customer service agent answered I immediately requested a supervisor and was placed on hold. XXXX XXXX - answered the call, I verified that she was a supervisor and I was on her call list after she finished her last call which she just got off almost 2 hours later. I explained and expressed to XXXX XXXX my concerns that there was obviously an issue with their automated system if I had 2 confirmation numbers for 2 payments scheduled prior to my XX/XX/22 payment date and they had no recollection of them. She immediately told me she would remove the late fee of {$60.00} if I wanted to make a payment. I insisted that I would like to know what happen to the 2 payments that were already scheduled prior to my due date before I authorized anything. I expressed that if their calls are recorded she should be able to verify the call I made on XX/XX/22 and locate the authorizations for the payments that were scheduled. She advised that she would have someone start researching the information immediately and could she could schedule a call back with me. That was scheduled for Tuesday XX/XX/22 at XXXX unless she could find something out sooner then she would call me back. About 15 minutes later XXXX XXXX called me back and said that she had found the problem that apparently I made my 2 payments and scheduled them for the same date from the 2 different bank accounts so their systems cancelled the first payment out. I explained to her that I scheduled those 2 payments from 2 accounts on 2 different date. {$1200.00} was scheduled on their automated for XX/XX/22 confirmation # XXXX and {$280.00} was scheduled on their automated for XX/XX/22 confirmation # XXXX. She said since my payment was called in on a Saturday that they system processed only the one payment for {$280.00} on XX/XX/22. I expressed that there was nothing in fine print that says you can't schedule a phone payment on a Saturday or Sunday versus a Monday through Friday and or that it would post differently based on the day of the week you call one in. None the less, why would that explain why I had 2 confirmation numbers for 2 payments scheduled. Even if I had scheduled 2 payments on the same day from 2 different bank accounts ( which I didn't and if they pulled the recording to verify that they would know ) ; there is nothing in their fine print that says the system will not recognize that and or stating that it will automatically terminate a payment. I also explained that I had scheduled the same payments amounts for the previous months that I have been paying them prior to the XXXX billing cycle making 2 payments from 2 accounts and haven't had an issue for any of the previous months, so WHY now??? Again, she said because it was scheduled on a Saturday and set for the same date. I expressed that a recording would prove that information incorrect. I let XXXX XXXX make a draft for the {$1200.00} requesting that it be backdated for XX/XX/22 since that is when the payment was scheduled for originally when I received the first confirmation # of XXXX. She said that she would make a note that I requested that information to reflect the XX/XX/22 payment date. She provided me a confirmation number of XXXX for the payment made. There was no resolution to why their system would glitch in providing confirmation numbers for payments made. We have had mortgage payments for over 40 years and I have never experience a system or supervisor that would have no realistic reason for the mishap. Certainly concerned that someone else could experience this mishap or I personally could experience this with a future payment and have to explain myself to them for a problem that clearly exist on Citizen Bank end.
Company Response:
State: TX
Zip: 789XX
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan is owned by XXXX XXXX and serviced by Citizens Bank , National Association. I signed up for the COVID-19 forbearance program, in accordance with the CARES Act, in XX/XX/XXXX. At time of sign up I was assured over the phone that I would not be charged any accrued interest on my loan other than what was already scheduled for the deferred payments- which is in line with the CARES Act. Immediately prior to the forbearance program starting my remaining principal balance was {$180000.00}. During the forbearance period I was issued statements that still listed my remaining principal balance as {$180000.00}. In XX/XX/XXXX I made arrangements with the servicer to resume payments with the deferred repayment plan option. Over the phone I went over in great detail the details of the deferred repayment plan including what the remaining principal balance would be and confirmed what my Principal & Interest payments either be and exactly what my final payment date would be. At that time I verbally accepted to move forward with the deferred repayment plan. I want to note that the servicer, Citizens, required everything involving this forbearance program to be done over the phone. I requested documents in writing several times throughout the process to explain and confirm what I was agreeing to, and I was repeatedly not provided with written documentation. Since I was approved for the repayment plan I have noticed my online account shows the incorrect remaining principal balance. There is a XXXX balance of {$170000.00} and a XXXX balance of {$19000.00} for a combined remaining balance of {$190000.00}. I've also received one statement since then showing this. I called the servicer in late XXXX, and again I'm early XXXX after the statement was issued to let them know I thought the remaining balance was incorrect. During those calls I was told the information still needs to be updated in their system because the repayment plan approval was still in progress. I called them again today to check on the status and I was told that the deferred repayment plan had been approved over a week ago and all the information in my account should be up to date and correct. I explained I disagreed. The representative I spoke to said she understood my concern but there was nothing she could do about it. She asked her supervisor to weigh in and they are saying that I now owe them missed escrow and interest payments as part of my principal. I never agreed to anything along these lines, and it's not allowed in accordance with the CARES Act. I have to objection to deferred payments being structured as a XXXX balance on my mortgage, but the combined remaining principal balance should not be approximately {$11000.00} higher after the forbearance period then when I started. I have made 1 payment since coming off forbearance. By my calculations, my remaining principal balance should be {$180000.00} ( {$180000.00} - {$480.00} scheduled principal reduction if I hadn't been on forbearance ). I have included attachments for my statements that show my remaining balance before and after agreeing to the deferred repayment plan.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I switched our home security services to XXXX. I was told the equipment could be paid monthly ( not by pulling our credit and placed on credit report ). The technician showed up for installation and I was told to sign contract. The contract was to pull my credit report for the equipment ( I was not happy about this b/c this was not what I was told prior to install ). The technician did not complete the job and outdoor camera never worked. I spoke with XXXX representative and we canceled all services the following business day, but reached out to technician next day ( he never responded ). XXXX sent email stating I was no longer liable for services or equipment and a technician was sent to uninstall the remaining equipment. I was sent notice from Citizens Pay that my application was not approved because the credit bureau was unable to verify my identity. ( XXXX misspelled my last name which was also misspelled on the account which I told technician ) I was then notified by all credit bureaus I had a new account opened in my name. I called XXXX and spoke with representative about the account being removed from my report. I was told I had to speak with credit bureau 's for removal. I disputed with all bureaus and each state " the account is verified ''. I tried reaching out to Citizens Pay only to get an automated message or XXXX. I can never speak to live a person and XXXX number given is no longer active. In short, the equipment was returned and service for XXXX canceled but the account still shows up on my credit report as active with a balance. Now I am having issues having this account removed from my credit report.
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested forbearance on my loan for XXXX month 's back when Covid started in XX/XX/XXXX, as the month 's passed i was told my payments would be added to the end of the mortgage, which never happened. XX/XX/XXXX i was told i would be approved for a mortgage modificatio. I called every month with the story being that due to covid it was taking awhile. Finally XX/XX/XXXX they sent the documents to be signed for approval of loan modification and that my first payment would be due on XX/XX/XXXX. I have made every payment since and have called every month since and my account reflects that i am passed due. I've called twice every month with the story being they are still working on it. I have requested manages and supervisors and only XXXX ever did i a supervisor call to tell me they are working on it. Now we are in XX/XX/XXXX and my account has been brought back to be reviewed because noone has an answer as to what is going on with my account, I have lost the ability to lower my interest rate due to this mess. I am very upset, frustrated and feel hopeless with this mortgage company. This is a horrible company to deal with and I'm surprised they are still running with all the bad reviews and complaints
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: on XX/XX/XXXX Citizen Bank had deducted ( without notice ) {$1000.00} from my checking account as a payment of the SBA PPP loan, without my permission, which caused my account to be over-drafted, The Bank kept on charging me fees and penalties, then closed my account. On XX/XX/XXXX, the SBA had forgiven my PPP loan and paid Citizen Bank the full amount of my loan plus the interest occurred. on XX/XX/XXXX, XXXX, I called Citizen Bank customer service, asking for a refund of the PPP loan payment to be refunded to my account and re-state my account, but the representative told me that Citizen Bank does not refund that payments! the customer representative put me on hold for ten minutes, then hang up the phone on me without telling me anything.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on refinancing the mortgage ( with Citizens Bank ) on my home on XX/XX/2022. The original mortgage was also with Citizens Bank. Payments for the original mortgage were made by auto-pay from my Citizens Bank checking account. During the application process the Citizens loan officer neglected to provide the document to stop auto-pay on the original mortgage. On XX/XX/2022 a payment was deducted from my checking account for the original mortgage which had already been paid off at closing. I notified the loan officer, customer service ( several times ) and visited a branch. All except the loan officer insured me that the payment would be refunded. I wrote a letter to customer service explaining the problem. A representative contacted me and promised to intercede and call me back with an update. When he failed to call back, I called him and he insured me that the reimbursement check was mailed on XX/XX/2022. That contradicted information that I had received from customer service saying the payment was mailed on XX/XX/2022. It appears that Citizens Bank does not have a process or procedure in place to resolve my concern and they aren't working uniformly.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I decided to pay off my home loan. I got the balance from Citizens Bank website and moved cash to my Citizen Bank checking account. I signed in to Citizen One mortgage website next day and tried to process the payoff. A pop up message stated I have to call customer service department at XXXX. After a few attempts waiting for over 30 minutes with no one answered my calls, I decided to go to Citizens Branch in XXXX, MA hoping for paying off my home loan immediately next day. I arrived on Citizens XXXX XXXX at XXXX a.m. on XX/XX/XXXX and was told Citizens branch does not handle mortgage pay off process. and was advised to go to Citizen One website or call the XXXX number for details. After I complained I could not connect to anyone on the XXXX number, a branch manager came and politely offered help to contact Citizen One for me for the payoff info and will call me back. The manager called me 15 minutes later and I returned to the branch around XXXX p.m. the same day. I was told my home loan pay off amount of {$120000.00} vs XX/XX/XXXX outstanding balance of {$120000.00} on the website. I questioned the difference and was told it was title search, lien release and recording cost ( No accrued interest mentioned ). I was also advised Citizens One only have one option call " 10 day pay off '' to pay off the home loan by mailing in a bank issued cashier check within 10 days. My check has to be received by Citizens One before XX/XX/XXXX. I requested a cashier check immediately from the XXXX Citizens branch and planned to mail it next day. Failed to get into USPS office before office hours on XX/XX/XXXX, I mailed the check next day morning with 2 day priority mail. USPS tracking confirmed the check was arrived at Citizens One on XX/XX/XXXX and Citizen One website also has pay off date of XX/XX/XXXX. Still confused with the home loan pay off difference of {$270.00}, I researched XXXX and found nothing about home loan pay off included title search or lien release fees. I tested my luck and called Citizen One XXXX number and was lucky someone answer my call immediately this time. The lady answered my called claimed she was from customer service team. She claimed I can pay off the home loan with Fed wire or cashier check but does not know the details and how the home loan pay off calculated, the citizens One website should have the info. Out of luck with Citizens One website and Citizens XXXX number, I researched and did some calculation and discovered the difference could be {$100.00} recording fee and 18 days accrued interest from XX/XX/XXXX to XX/XX/XXXX. My complains are : 1 ) What is the difference of the home loan pay off. Why no breakdown on the Citizens One website? 2 ) Why so difficult to get someone answer my calls if website refers to call the XXXX number? 3 ) Why Citizens One only offers " 10 day pay off and no on-line pay off process and pay off the home loan with Citizen bank account internal transfer. Are they under the same company? or is this the way Citizens to make money by charging more interest. 4 ) Why Fed wire pay off not mentioned on my pay off request at first? I was at the Citizens branch and can get it done sooner. 5 ) If " 10 day pay off " included 10 days accrued interest and Citizens One received my check on 6th business day, should Citizens one issue refund for the 4th business day that was over charged. 6 ) Why worker in the same Citizens Bank has different information on home loan pay off. This is really a seriously training issue. XXXX Citizens Bank takes my complaints seriously and provides me a satisfactory answers. Thanks
Company Response:
State: MA
Zip: 01810
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I write you to address cascading events sprung by serial errors of Citizens Bank XXXX XXXX MA. It started last fall with XXXX mailing my bank statements to a defunct out of state business address in error. These statements indicated three returned checks with associated overdraft fees. XXXX mailed a letter to me received on XXXX XX/XX/2022 stating that I owed XXXX {$230.00}. This if the first time I knew there was a problem since all my statements were being sent elsewhere without my knowledge or consent. I called the number on the letter, and I asked for and got a list of the six charges totaling {$200.00}. I agreed to pay the full amount of {$230.00} immediately. The XXXX Rep said if paid that same day there would be no further action. I immediately went to the XXXX ( local ) branch, met with Bank Manager XXXX XXXX XXXX, explained the situation, and I paid the full balance. She assured me that the matter was at that moment ; settled. XXXX XXXX revealed the statements were going to a NH address and thats why I had no notice. Further, she said she would bump my complaint up to top management for corrective action. As of now, I have heard nothing. Yesterday, I received a demand letter for {$230.00} from a debt collection company, XXXX XXXX XXXX, XXXX ( attached ). Now, my credit score has been damaged by false reporting.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A