Date Received: 2021-12-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To whom this XXXX concern, I tried to buy an XXXX online through the XXXX website. The Bank they use for the loan is Citizens Bank and they are offering 0 % apr on the loan for the product. So, I thought, why not take them up on the offer. I have great credit and assumed that this would be a smooth process. My first attempt wasnt successful and I got an auto-response saying my loan request was denied. I thought it was a mistake so I tried several more times thinking I was putting in the wrong info. The auto-response kept saying to check my email but nothing was sent over a few days. I even paid down my credit card to zero thinking maybe that was the problem. I attempted this around 5 times in total. I contacted Citizens bank to see what the problem was. They concluded that my account from 4 years ago was delinquent around {$500.00} from an XXXX product in the past ( I dont remember the exact amount they told me ). I never knew this and was very surprised to hear it. I never got an email or letter telling me to know I owed them money. They told me to call the collections department to resolve the problem and pay the balance and that would fix any issues. I was happy to do that yet still a little confused that they never tried to collect from me. I called the collections department and they assured me that I have a zero balance and it was paid on XX/XX/2017 so there was nothing to pay. Apparently, it was a two-week late payment for around {$500.00}. We were able to get on a three-way phone call with a Citizens Bank representative to explain that this issue has been resolved 4 years ago. The bank refused to fix the problem on their end. After many attempts and several conversations with different people to resolve this, they still will not absolve me from their mistake. They continue to say I owe them money and that I am a risk to loan money to. With no way to pay them or resolve the issue, I am at a dead end. I just happened to look at my credit score today and it has gone down almost 50 points in two weeks. I can only imagine thats because of all the times I attempted to apply for this loan that was denied for a mistake Citizens Bank refuses to correct. Thanks for your help. Best
Company Response:
State: AZ
Zip: 85260
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a 3 month forbearance on my loan through Citizens mortgager company in XXXX of 2021. I was granted the forbearance and did not make payments for 3 months ( I did make the escrow amount as I did not want to be behind on that. ) On XX/XX/XXXX of 2021, I received a letter from Citizens re : Payment Deferral agreement. The letter stated that as of XX/XX/2021 we will : 1. Adjust the due date of your next scheduled monthly payment to bring your mortgage loan current. 2. Defer the scheduled repayment of the total past-due amounts to the maturity date of the mortgage or earlier upon the sale or transfer of the property, refinance of the mortgage loan, or payoff of the interest-bearing unpaid principal balance, and 3. waive any late charges We are proceeding with updating your loan and require a processing month for us to complete your payment deferral. Your next due date is the payment due date following the effective date referenced above. I began making full monthly payment in XXXX of 2021 and have continued to do so each month through XX/XX/2021. None of my payments have been applied to my loan and have been place in a suspense balance ( {$18000.00} ). At the present time, I am working with XXXX XXXX XXXX to refinance my loan to a 15 year term. In order to do that, XXXX requires an accurate payoff quote, which Citizens is unable to provide. I have been on the phone every month month since XXXX and nearly 10 hours in the last 2 days to get my loan term updated. Citizens has been unable to do anything for me, and I am going to lose out on a 2.25 % refinance rate if Citizens doesn't get me an accurate payoff amount by XX/XX/2021. I need help getting my loan brought to current status with the amount in suspense balance applied to the loan.
Company Response:
State: ID
Zip: 83835
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I logged into the checking account and saw two small deposits ( {$0.00} and {$0.00} ) from XXXX ( the URL was cut off so I could not see the full site ). This indicated to me that someone was trying to link the checking account with another account. Neither my husband nor I authorized this or recognized the site. I called Citizens, which does not have a phone number for a fraud department, only for customer service. The rep seemed interested only in debiting the {$0.00} cents from my account. My concern was not necessarily the {$0.00}, but the fact that someone was trying to link my account, and therefore it is compromised. The rep said that she would file a claim and could put a stop pay to this company. She said the investigation would take 24 hours, and then I would be mailed the results in 7-10 business days. She said there was no way to receive a phone call or email with the results. Snail mail only. And in the meantime, if it is fraudulent, you have to wait 7-10 days to know what, if any, action to take, which is absolutely ridiculous to me. I did see that the bank debited the account the same day, so I thought the problem was taken care of. The very next day, XX/XX/XXXX, there were two small direct deposits ( {$0.00} and {$0.00} ) made - this time to our savings account - from the very same company that had deposited to our checking account. Because the amounts were so small, and I do not reconcile the checking account daily, I did not notice the transactions until XX/XX/XXXX, when XXXX made an ACH withdraw of {$900.00} from the checking account. I called Citizens customer service, and was told that this time, the investigation could take up to 8 business days, and only after that would the {$900.00} get back into the account. I said that I had alerted the bank to this fraudulent activity from this company 4 days earlier and the bank still allowed transactions with this company to clear, so I am not willing to wait on their investigation to get the {$900.00} back. The rep said that they would perform a provisional funds request, which if approved would get the funds into the account within 24 hours. This was on a Friday. On Monday XX/XX/XXXX, the provisional funds were not in the account. I called Citizens customer service, and was told the request could take 1-2 business days to process. This is entirely different information than I had gotten from the representative on XX/XX/XXXX. But there is not much you can do when on the phone with customer service and they keep saying the same thing over and over. On XX/XX/XXXX, four calendar days/two business days after the provisional funds request, the {$900.00} still has not been credited to the savings account. And now, there is ANOTHER transaction from XXXX, this time debiting back the original {$0.00} and {$0.00} deposits from XX/XX/XXXX. Not only can we not recover our funds, that were taken from a company I had previously alerted Citizens was fraudulent, but the company is STILL able to make ACH withdraws from the savings account. Summary of issues : 1. I alerted Citizens of fraudulent activity on the checking account. They handled the small transactions and it appears that there is a stop pay to the company in question. But, Citizens did not apply this to our savings account. 2. I alerted Citizens of fraudulent activity on the savings account, and was told that they filed a claim and a provisional funds request so that I could recover the {$900.00} that was taken within 24 hours. Four days/two business days later, I do not have the {$900.00}. 3. One week after the initial call about my checking account, and four days after my call about the savings account, the fraudulent company is still is able to make ACH withdraws from my savings account. In one week, I have called Citizens three times about this company, and submitted two claims against them, and yet there still is not a stop pay in place on the savings account. 4. I received different information from different reps about how fraudulent claims work. A rep for my first claim told me that a it is processed within 24 hours, and the results mailed ( no email or phone call available ) in 7-10 business days. Another rep for the second claim said that it can take up to 8 business days to process. 5. A company that had been previously flagged as fraudulent was able to make ACH withdrawals in only 3 days. But it will take 8 days to get the money back. 3 days for anyone who wants to take money out ; 8 days to get money that is yours back.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2021 A company name Citizens One XXXX, said I brought an XXXX and I owe {$900.00}. I called to let them know that I never purchased an XXXX and that it was an identity fraud. On my credit report I can see they open an account under the name Citzen Bank. They sent me two letters in the mail with different names. One is called Citizens Bank and the other one is Citizens. They are asking me to send them a copy of my utility bills, my driver license, my social security number and my personal information in order from them to close my account that I never opened up.
Company Response:
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2021-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: To whom it May concern ; My situation is that someone stole my identity and opened a credit card from Citizens Bank. I became aware of this on XX/XX/XXXX when I was preparing to make a loan to refinance my house and pay off other debts. This could not be possible since my credit is affected. After several frustrating efforts to solve this situation, I am still being charged and my credit situation worsens. Every month my credit is affected more and still the Citizens Identity Theft department has not contacted me. I have been trying to contact the identity theft department since XXXX XXXX, 2021 at XXXX. Nobody ever responds to this number. I have called 12 times and left 9 messages, also three internal emails have been sent from the Fraud department and the credit card department. I already filed a complaint with the police, I fill the information in the form they asked for and I still have not received a response from them. I even contacted the chairman office of Citizens and file a complain # XXXX. I hope this e-mail can reach this department and resolve this problem. This situation is creating XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I hope to hear from them as soon as possible.
Company Response:
State: PR
Zip: 00976
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Citizen One bank authorized a fraudulent account to opened in my name not once but twice. I cooperated with their fraud department to get the first account closed. The second account was opened after they were notified of the first account. The second account is still showing active and has been flagged as delinquent. My credit report and history has been damaged due to the lack of oversight from Citizens One bank
Company Response:
State: TX
Zip: 79424
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Hello, I am an individual realtor in XXXX, PA that was eligible for the XXXX 'S XXXX Loan. I applied through Citizens Bank and was approved for {$20000.00}. The documents submitted to apply included tax returns and other financial documents clearly outlining the income for the previous year ( s ). All funds were used as directed by XXXX to be able to apply for full forgiveness, such as payroll. Citizens has deemed that only {$9200.00} of the loan is eligible for forgiveness. After making MANY attempts to email and speak with Citizens I have not had emails returned, calls answered or any communication from Citizens. I have spent hours on hold, have been hung up on by representatives, emails for information and requests to have the Office of the Chairman call to sort this out have gone unreturned. I've requested several times to have the forgiveness about reviewed, to no avail. Citizens has been non-responsive and I am caught in a black hole. Citizens has unexpectedly debited my account at XXXX XXXX times without my permission. Taking well over a thousand dollars, twice without notice or approval. The XXXX has advised me that this lender is not registered with the XXXX 'S direct forgiveness system. The lender is not making any effort to review the forgiveness amount, they seem to be counting on benefiting from issuing the XXXX loan and not forgiving loans that are eligible for 100 % forgiveness according to the XXXX. Had I known about Citizens business tactics I never would have worked with them. Their business practices are unforgivable and should be better regulated. Citizens has sent a demand letter seeking full payment of {$11000.00} due within 10 days. I have emails, screen shots, and phone records showing many attempts to communicate with the lender, but they are non-communicative. A complaint has also been issued through The Office of Comptroller of Currency.
Company Response:
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My Citizens account was overdrawn by {$510.00} total over a matter of days. I was charged 5 overdraft fees.I recieved an email and text from Citizens at XXXX on XX/XX/2021 stating I was overdrafted {$510.00} and if I made a deposit by XX/XX/2021 by XXXX NO fees would be accessed. I reached out via chat, email, XXXX, XXXX, and phone. I was told by XXXX XXXX " noones going to help rebate that '' even though I sent over email of proof dated XX/XX/2021 by XXXX. A deposit of {$1000.00} was in my account before XXXX XX/XX/2021 therefore meaning any fees assessed on the {$510.00} the email stated would be refunded. I was told no that i would not be refunded and " noones going to rebate that ''. I followed my own banking institutions email instructions and still being charged multiple overdraft fees I would like refunded. They call it " peace of mind '', but if they dont do what their text and email specifically states what kind of " peace of mind '' is that?? I just want my account rectified by having fees rebated as email to me on XX/XX/2021 at XXXX said I would be.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Citizens Bank has taken {$8800.00} from my individual savings account without authorization or explanation. The banks actions are unethical and illegal. Citizens Bank unauthorized taking stealing of my {$8800.00} is antithetical to the banks stated policies, the history of the account, and legitimate banking practices. Though I have been a loyal Citizens Bank customer for many years, I believe Citizens Bank is emboldened to take my money because they assume I do not have the means or education to fight a large national bank. Citizens Bank can see that I am the sole account holder without a lot of money in the bank. I am a single mother of XXXX in XXXX, MA working to support and educate my children. The money in my bank account is hard-earned and arduously saved. Citizens taking of my money has significantly impacted me and my family. I have lost significant work and family time in trying to resolve this issue with the bank. It has caused great XXXX XXXX impacting our holiday season, and placed tremendous financiaXXXX XXXX upon me, with college tuition due for the upcoming semester beginning XX/XX/XXXX. I have made multiple attempts to resolve this situation with Citizens Bank, both via phone and in-person. Despite this, I have no indication that Citizens Bank is taking any action or has any intent to return the {$8800.00} they have wrongly taken from my account. On Tuesday evening XX/XX/XXXX, I discovered a withdrawal of {$8800.00} from my individual Citizens Bank savings account. Since I did not make the withdrawal, I followed the procedure Citizens outlined and immediately called XXXX to report this withdrawal as fraudulent. The Citizens Bank representative, XXXX, said the {$8800.00} withdrawal from my savings account on XX/XX/XXXX was made by Citizens Bank to bring my adult son, XXXX ', overdrawn student checking account to a XXXX balance. There was a mobile deposit of {$9000.00} made to XXXX student checking account on XX/XX/XXXX, overdrawing XXXX account by {$8800.00}. On XX/XX/XXXX, the bank, without authorization or notification, withdrew {$8800.00} ( {$8800.00} + {$20.00} returned check fee ) from my individual unassociated savings account. My savings account has no association with XXXX account. There is no overdraft on either account. XXXX didnt know the bank withdrew the funds from my account without my authorization, or why they allowed an {$8800.00} overdraft on a student checking account that does not have overdraft. He stated it was because the check was deposited via mobile banking into XXXX account and noted that XXXX opened a fraud claim associated with the mobile deposit and withdrawal of funds from his account. XXXX account and claim are entirely separate from my savings account and have nothing to do with me and my bank account. I asked to speak with a supervisor. After some time on hold, my call was disconnected. The following morning, Wednesday XX/XX/XXXX, I visited the Citizens Bank branch at XXXX XXXX XXXX and requested to speak with the branch manager. I was told the manager was out, but met with XXXX XXXX He could not determine why {$8800.00} was withdrawn from my unassociated savings account. XXXX placed an internal call & was told that the funds were withdrawn from my savings account because XXXX student checking account is a joint account. XXXX student checking is not a joint account. It was opened individually, in XXXX name, under his social security number. He is listed as the customer, with all of the account services. According to Citizens Bank Personal Deposit Account Agreement, when an account is joint, each person will have equal authority and rights regarding the account ( page 18 ). I do not have equal authority and rights over XXXX account ; he has account services : ATM card, checks, etc. As I have been told numerous times in the past by Citizens Bank, and just last week by both XXXX and XXXX, I do not even have the authority to remove my name. Correspondence regarding XXXX account overdraft has been sent to XXXX ; the fraud claim is with XXXX. I had no notice of the fraud claim or the {$8800.00} withdrawal from my savings account & subsequent deposit of those funds into his account. Clearly, I do not have ownership or authority over XXXX account. XXXX suggested that I wait for the fraud claim on XXXX account to be investigated. This is unacceptable. XXXX account and claim have no bearing on me or my savings account. I need my funds restored to my account so that I can pay my childrens college tuition for the upcoming semester beginning XX/XX/XXXX. I located the original folder and paperwork associated with XXXX account opening on XX/XX/XXXX. This account paperwork identifies XXXX as the customer ( a customer whose account we opened in that particular state or region page 2 ). It shows him as the owner and indicates all account services ( ATM, online banking & bill pay, checks ) are in XXXX name. I permitted XXXX to open his account, but I do not have any account services, as indicated on the Account Services Summary of XX/XX/XXXX. On Monday morning, XX/XX/XXXX, with this paperwork in hand, I visited the Citizens Bank branch at XXXX XXXX XXXX, XXXX XXXX, where I met with XXXX XXXX, the branch manager. She also could not explain why the funds were withdrawn from my individual savings account. She called an internal assistance line. The woman with whom XXXX XXXX spoke could not explain why the funds were withdrawn from my account. There was no note on file in my account regarding a fraud claim in XXXX account. When XXXX XXXX mentioned that to her, the representative looked into XXXX account, could see a claim, and contacted the Fraud Department for rationale as to why money was withdrawn from my account. No one was available who could explain, so she sent an email requesting an explanation as to why {$8800.00} was withdrawn from my individual savings account. At close of business on XX/XX/XXXX, I received a call back from XXXX XXXX, who told me that the Citizens Bank Fraud Department reported that they took {$8800.00} from my account because I signed with him in XXXX when XXXX opened the account at XXXX years old. I did give permission for XXXX to open the account in XXXX, an account that by design XXXX could not overdraw. He could not access money that he did not have in the account. If you dont have sufficient available funds in your student checking account to cover a transaction, it will be declined and, in the case of checks, bill payments and ACH transactions, the item will be returned unpaid. ( https : //www.citizensbank.com/checking/student-checking.aspx ) XXXX account does not have overdraft. It should not permit overdraft. I did not authorize overdraft for his student checking account from my account, yet the bank manager reports that the funds were removed from my account, to cover the overdrawn balance in XXXX account. XXXX account has never operated this way in regard to overdraft. XXXX overdrew his account on two occasions in XXXX, XXXX ; two occasions in XXXX, XXXX ; again in XX/XX/XXXX, and in XX/XX/XXXX but at no time did the bank cover these items from my account. This instance is the very first time since the account opening in XXXX of XXXX that Citizens Bank is treating an overdraft on XXXX account in this way. On XX/XX/XXXX XXXX overdrew his account in a similar scenario, in which there was a {$1000.00} deposit made that had not cleared. The bank did not release the funds. Yet, in this case, Citizens Bank withdrew funds without authorization or precedent from my savings account, and even charged me a returned item fee for a check deposited into an account I do not own. Overdraft fees and Returned Item Fees are not charged on Student Checking Accounts. This statement is visible in the included overdraft notices. Even though XXXX account has never operated this way in regard to overdraft, Citizens Bank does not have a rationale for why money was withdrawn from my savings account without authorization. Each person Ive spoken to at the bank has offered a potential explanation, none of which can be supported by the history of XXXX account, or legitimate banking practices. I can only conclude Citizens Bank made an error in disbursing funds which were not available from a student checking account without overdraft, and then recouped the funds by withdrawing funds from my unassociated account. This is wrong. But despite a phone session and two in-person meetings, I have no indication that anyone at the bank is taking any action, or has any intent, to return the money that was wrongly, and without authorization, taken from my account. Citizens Bank actions are unethical, illegal and stand in defiance of legitimate banking practices.
Company Response:
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Citizens bank funded a system that was a trial done by my ex and they claim I owe the debt XXXX from the office of the chairmen assured me that the would try debt collection but this would not go on my credit but I checked my report and I lost XXXX points due to them reporting this to my credit
Company Response:
State: AZ
Zip: 85122
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A