Date Received: 2021-12-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am a victim of identity theft. Upon review of my credit report I discovered inquiries that were not authorized or initiated by me. The inquiry that is fraudulent is : Citizens Bank on XX/XX/2021.
Company Response:
State: TX
Zip: 78746
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received in the mail today, XX/XX/2021, a credit card from Citizens Bank which I never applied for. The account is in my name. I have not called the company to activate the card, since I did not apply for it.
Company Response:
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Citizens Bank continues to clear the larger debit prior to the little charges regardless of transaction time. This results in numerous overdraft charges instead of just the single one... They have told me that it is that way because the larger one may be more important. I don't see it that way and feel it is a very unfair practice. No real relief thru the Covid crisis which I also feel is terrible practice.
Company Response:
State: MA
Zip: 01930
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XXXX, a mortgage loan officer who was pulling my credit report for a mortgage refinance from my bank informed me that there was an overdue credit line showing up on my credit report. I promptly pulled my credit reports and noted on the XXXX Report that there was a Citizens One Line of Credit that showed as opened on XXXX and was noted as 120 days past due ( as of Date Reported XXXX ) for the amount of {$490.00}. As I had not ever had or opened an account with Citizens One Bank, I reported this identity theft issue to my identity theft insurance carrier, XXXX XXXX. They assigned a restoration specialist ( XXXX XXXX ) with XXXX who has been attempting to assist me in contacting Citizens Bank/Citizen One Bank to report this identity theft. Both myself and my restoration specialist have been unable to make contact with anyone in Citizens One/Citizens Bank 's fraud division for almost 2 months as EVERY time we attempt to call the number provided for the fraud department, we receive a voice mail message informing us " Thank you for calling Citizens ID Theft hotline, due to increased volumes, we are unable to answer your call. '' The restoration specialist I am working with connected me with the bank 's customer service line but b/c this account is now old/likely charged off, they were unable to assist and were also unable to transfer us to the fraud department. In addition, my restoration specialist provided me with an email address of a department within Citizens Bank who he had had working with another of his clients who had an open case with Citizens Bank : XXXX. He suggested that I send an email requesting assistance in reporting identity theft : I emailed that address on XXXX and never received a response. I would really appreciate someone from Citizens One/Citizens Bank being able to handle a report of identity theft so that I can have this fraudulent credit line expunged from my credit report. There is absolutely no excuse for someone to not be able to report id theft to a bank but Citizen 's Bank is really working hard to make that impossible. After doing internet searches on issues with Citizens One Bank/Citizens Bank XXXX I believe that someone opened an XXXX XXXX XXXX All Access account using my social security number and it appears that the only way you can open one of those accounts is through applying for a credit line through Citizens One Bank through various retailers- there is no traceability in this type of purchase. I highly suspect that this type of arrangement with XXXX and Citizens One Bank will exacerbate id theft going forward.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2021-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XXXX, a mortgage loan officer who was pulling my credit report for a mortgage refinance from my bank informed me that there was an overdue credit line showing up on my credit report. I promptly pulled my credit reports and noted on the XXXX Report that there was a Citizens One Line of Credit that showed as opened on XXXX and was noted as 120 days past due ( as of Date Reported XXXX ) for the amount of {$490.00}. As I had not ever had or opened an account with Citizens One Bank, I reported this identity theft issue to my identity theft insurance XXXX, XXXX XXXX. They assigned a restoration XXXX ( XXXX XXXX ) with XXXX who has been attempting to assist me in contacting Citizens Bank/Citizen One Bank to report this identity theft. Both myself and my restoration XXXX have been unable to make contact with anyone in XXXXitizens One/Citizens Bank 's fraud division for almost 2 months as EVERY time we attempt to call the number provided for the fraud department, we receive a voice mail message informing us " Thank you for calling Citizens ID Theft hotline, due to increased volumes, we are unable to answer your call. '' The restoration XXXX I am working with connected me with the bank 's customer service line but b/c this account is now old/likely charged off, they were unable to assist and were also unable to transfer us to the fraud department. In addition, my restoration XXXX provided me with an email address of a department within Citizens Bank who he had had working with another of his clients who had an open case with Citizens Bank : XXXX. He suggested that I send an email requesting assistance in reporting identity theft : I emailed that address on XXXX and never received a response. I would really appreciate someone from Citizens One/Citizens Bank being able to handle a report of identity theft so that I can have this fraudulent credit line expunged from my credit report. There is absolutely no excuse for someone to not be able to report id theft to a bank but Citizen 's Bank is really working hard to make that impossible. After doing internet searches on issues with Citizens One Bank/Citizens Bank , I believe that someone opened an XXXX XXXX XXXX All Access account using my social security number and it appears that the only way you can open one of those accounts is through applying for a credit line through Citizens One Bank through various retailers- there is no traceability in this type of purchase. I highly suspect that this type of arrangement with XXXX and Citizens One Bank will exacerbate id theft going forward.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2021-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: A mortgage officer/sales manager offered first rates and terms with no restrictions. An executed purchase contract was provided to Citizens Bank on XX/XX/XXXX with no response. I contacted the mortgage officer by email on XXXX XXXX to follow up on next steps and received a email undeliverable message. I had to contact a general customer service line at the bank to determine who I should contact, since I had received no indication that the first mortgage office had left the company. I reached out to a second mortgage officer who declined to honor the unrestricted rates and terms and indicated that the first mortgage officer was not authorized to offer the first rates and terms and that she could offer second rates, which I declined. I requested by email that the matter be escalated to determine why the first rate and terms were offered to me at all. XXXX XXXX I had to reach out to the second mortgage officer, by phone, since I had not received any response by email and again asked the matter to be escalated. That afternoon I received the second rates again from the second mortgage officer, with no acknowledgment that these were different from the first rate and terms or that they had been previously offered on XXXX XXXX. I reached out to a supervisor who was also not able to answer questions about how the first rate and terms were offered and again declined to honor the first rate and terms. The evening of XXXX XXXX the second mortgage officer indicated, via email, that the rate for the application had been locked at the first rate with an exception requested for discounts points needed between the second rate and the first rate. The second mortgage officer indicated that disclosures would be circulated on XXXX XXXX. The disclosures were not provided until XXXX XXXX. The rate in the disclosures was locked at the first rate ; however, the PMI and closing costs were highly elevated above the first terms such that the mortgage was unreasonable. This complaint followed.
Company Response:
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I had our primary home mortgage through Citizens Bank with automatic payments including our escrow with taxes and home insurance. We refinanced on XX/XX/XXXX and the loan was paid off to Citizens. There was an extra monthly payment submitted in XXXX which has been returned to us since. The escrow money has not been returned to us. When we called Citizens they told us the amount is XXXX XXXX My husband called on XXXX and was told the check will be resent. Our address has not changed and the extra monthly payment did find its way to us at the address they have in the system. I called again on XXXX because we hadn't gotten the check and Citizens confirmed that the check hadn't been cashed. They promised to send it overnight. I called again on XX/XX/XXXX because we still haven't gotten the check or any other communication from Citizens and I was told I would be called by the end of the day once they figured out if the check was Fedex-ed to us. I was not called or emailed. Our loan number was XXXX. Meanwhile, we can't log on to the online portal because the loan has been paid off and the account deactivated. Please help us get our money back as it is a significant amount and it has been close to 3 months.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2021, I received a letter from Citizens One Personal Loans referenced with ID # XXXX indicating that my recent application for a XXXX XXXX XXXX Citizens One Line of Credit was denied for the following reason : Application Information Does Not Match Credit Report [ Exhibit A ]. The letter referred me to XXXX for further dispute. After inquiring with XXXX, I noticed a HARD CREDIT ENQUIRY on my credit report that I did not authorize. After disputing this information with XXXX, I received a letter from XXXX on XXXX XX/XX/2021 indicating that the Hard Enquiry was factual and shall remain on my file for two years [ Exhibit B ]. I have never authorized Citizens One to use my personal information to check my credit file. More importantly, XXXX is falsely representing my credit information to vendors. I have an excellent credit history and over XXXX credit score, and XXXX is damaging my credit history by such practices.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I used Citizens Bank XXXX service to send a deposit of {$400.00}. This was to XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX for a private dinner event scheduled for XX/XX/XXXX. After I sent the deposit, the chef did not communicate with me to confirm details of the event and never showed up for the event. I contacted the bank to report the scam and obtain a refund since the service I purchased was never provided. I was told they couldnt do anything despite the fact that I was scammed.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX at XXXX I made a call to Citizens Bank XXXX During that call I voiced my concerns about a ATM transaction. During the call me and the rep shared a back and fourth until I realized hey enough is enough and let the call go. The rep who goes by the name of XXXX deactivated my debit card so it would not be able to be used at all. During the course of the day I had a family emergency when I realized he did something to my account and without my authorization. I called and a rep reactivated the card and apologized many times for the reps actions.
Company Response:
State: MI
Zip: 48073
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A