Date Received: 2021-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX we received a $ XXXX check in the mail from our mortgage company Citizens bank. We called to make sure this wasnt an error. The representative reassured us it wasnt and it would be ok to cash the check as well as informing us that our monthly mortgage payment would be decreasing approximately {$200.00} because we had over paid into our escrow. We had called again sometime later to verify this because it seemed so odd and was again told everything was fine. On XX/XX/XXXX we received a massive bill of {$6200.00} from citizens bank for an under payment of our taxes into our escrow account. We called on XX/XX/XXXX to figure out why this was. We were told by customer service that it was an issue with the tax department so we were transferred to them. We spoke to an incredibly helpful and pleasant employee named XXXX who methodically went over our bills, this specific bill, our taxes from XXXX and we had both come to conclusion that there was an error in assessing our school taxes for the county in XXXX. Citizens bank had assessed our taxes on XX/XX/XXXX and then again reassessed on XX/XX/XXXX, which she told us would only have happened if something odd showed. Our county taxes are released in XX/XX/XXXX of every year. The employee agreed that this was an egregious error on their tax departments behalf. She promised she would stay on the line with us until we got a supervisor to clear it up for us. She then contacted customer service again and requested a supervisor for us. We were put on hold for almost an hour. We had already been on the phone for over an hour at this point. Finally a supervisor named XXXX, or XXXX, came in the line. This supervisor was immediately rude and dismissive. He would blatantly not respond to questions, he would ignore statements made by either us or the employee XXXX. He told us it only happened because " it was just bad luck '' on our part. He put us on hold multiple times and then eventually asked XXXX if " she worked for our counties tax department or citizen banks tax department? ". When XXXX responded that she worked for citizens bank he was verbally annoyed and hung up the line. XXXX was still on the line, apologized profusely and insisted on staying with us until we got another customer service supervisor on the line. Finally after another long hold we are put on the line with XXXX XXXX, who is another customer service supervisor. We explain the situation to her as well as XXXX corroboration to our situation and the mistake in citizens bank behalf. This is now XXXX hours on the phone. XXXX is helpful and pleasant and tells us she is going to escalate our situation to the vice president of customer service and would contact us back asap. This was Thursday XX/XX/XXXX and we were on the phone for just shy of 5 hours. Multiple extended holds for reason explained to us and one dropped call by a supervisor. I called multiple times on XX/XX/XXXX and left messages on XXXX XXXX 's voicemail multiple times. I called Monday XX/XX/XXXX and did the same multiple times. Tuesday the XXXX I did as well and eventually had to call the regular customer service line and request to speak to XXXX. Finally she reached out to us that afternoon. We were on the phone with her for around an hour again and although she agreed it is bad practice on their part to assess taxes before taxes are released, and it was awful that their customer service told us everything would be fine on multiple occasions, as well that we were correct in noticing some red flags and reaching out to citizens bank to clarify, and that it shouldn't be on the customer to have to do the work of the company that they pay, that citizens would not be helping us in the way we see fit. They offered to let us pay the bill I'm monthly installments instead of the one month due date they have us originally. When I explained that this was entirely unacceptable that we should have to pay this giant bill due to citizens Banks error she agreed but told us " this is what my supervisor instructed me to offer you ''. I told her this was not the right outcome and that her supervisor would have to contact me personally or we would be contacting an attorney. She would open a claim and escalate this, we would receive a call within 48 hours. We stressed a callback as soon as possible as this very large bill is due XX/XX/XXXX. To date we still have yet to hear back from anyone at citizens.
Company Response:
State: NY
Zip: 11572
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: RE : Attentively review my formal writ composed declaration of not proven complaint misinformation that is all or in part : deficient of the adequate current status in the fullness of TRUTH, ACCURACY, COMPLETENESS, TIMELINESS, documented OWNERSHIP, certifiable RESPONSIBILITY, or otherwise irrefutable, complaint obligatory, and regulatory requisite reporting thereby mandating your immediate actions to rectify and remedy and any infractions behavior ( s ) by retaining or returning to demonstrate TRUE, CORRECT, COMPLETE, and COMPLAINT XXXX XXXX data field formatted reporting!!! I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with XXXX XXXX XXXX XXXX and XXXX. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. Failure to comply shall lead to complaints being filed with XXXX XXXX XXXX XXXX, Consumer Financial Protection Bureau, and Attorney General stating your companys unlawful collection practices, misrepresentation of creditworthiness, defamation of character, and noncompliance to abide by laws enacted by Congress to protect victims of identity-theft who's credit been impacted by acts of fraud. Because I know my rights under THE FAIR CREDIT REPORTING ACT, CONSUMER CREDIT PROTECTION ACT ( CCPA ), and FAIR and ACCURATE CREDIT TRANSACTION ACT of 2003 ( FACTA ). I will be taking action. I also know my rights under this paragraph of Section 312 of the FACTA LAW : SEC.312. Procedures to enhance the accuracy and integrity of information furnished to consumer reporting agencies. ( b ) duty of furnishers to provide accurate information. -- Section 623 ( a ) ( 1 ) of THE FAIR CREDIT REPORTING ACT ( 15 U.S.C . 1681s-2 ( a ) ( 1 ) is amended ( 1 ) in subparagraph ( A ), by striking " knows or consciously avoids knowing the information is inaccurate '' and inserting " knows or has reasonable cause to believe that the information is inaccurate '', and ( 2 ) by adding at the end of the following : ( D ) DEFINITION -- For purposes of subparagraph ( A ), the term 'reasonable cause to believe that the information is inaccurate ' means having specific knowledge, other than solely allegations by the consumer, that would cause a reasonable person to have substantial doubts about the accuracy of information. Policy states. According to the Fair Credit Reporting Act FCRA 611 ( 15 U.S.C 1681 ), Procedure In Case of Disputed Accuracy. ( a ) Reinvestigation ( 1 ) Reinvestigation ( a ) In general. Subject to Subsection ( f ), if the completeness or accuracy of any item of information contained in a consumers file at a consumer agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. Therefore, my position is being clearly stated, these accounts do not belong to me, meaning that you are reporting inaccurate account information within my credit file. The fact that these are inaccurate account information means that you, this credit-reporting agency, are reporting incorrect accounts. XXXX. CITIZENS ONE & XXXX. {$13000.00} I am well aware of my rights as a consumer. The Fair Credit Reporting Act requires that you, the credit-reporting agency report accurate and/or correct account information within my credit file. My credit issues are very specific, these accounts and/or items do not belong to me. This means that you are reporting incorrect account information within my credit report. It is with this in mind that I request that these listed accounts and items be Blocked and Deleted. According to the Fair Credit Reporting Act FCRA, Section 1681c ( 2 ) Block of information resulting from identity theft. 1. Block. Except as otherwise provided in this section, a consumer reporting shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from alleged identity theft, not later than four ( 4 ) business days after the date receipt by such agency of 1. Appropriate proof of identity of the consumer ; 2. A copy of identity theft reports 3. The identification of such information by the consumer ; and 4. A statement by the consumer that the information relating to the transaction by the consumer. I have provided all of the above-listed four ( 4 ) items within this package. Therefore, I expect these listed accounts to be deleted and blocked within ( 4 ) business days. This is clearly an identity theft issue. I am also entitled to receive a free copy of my credit report, so I am requesting a free credit report and that all of these accounts, public records items, and inquiries be permanently blocked and deleted. Enclosures : Identity Theft Report Proof of Identity Copy of Account Statement showing Fraudulent Items FTC Notice to Furnishers CC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
Company Response:
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: I went through the process of adding an external bank account to my Citizens Bank online profile in order to be able to transfer funds. The first time I tried to authenticate the account, it did not work. The second time was successful and I received notification that the accounts had been successfully linked. On XXXX XXXX, XXXX, in good faith, I transferred {$3000.00} from my Citizens Bank account to my linked account at XXXXXXXX XXXX. Citizens Bank immediately ( the same day ) suspended my access to XXXX XXXX. Rather than returning the funds to my Citizens Bank account, they held them and did not return them until I wrote them a very irate complaint letter ( I do not have the date, as it was sent through their website ). The funds were returned to my account on XX/XX/2021. Over and above the atrocious customer service, this policy seems to me to be suspect. If Citizens Bank is, in this way, giving themselves unapproved access to customer funds for an unspecified amount of time, they are in a very good position to profit by using customer funds in a way that I can not imagine can possibly be legal. The week before this occurrence I had spent XXXX hours on the phone with Citizens Bank trying to resolve a transfer issue. In accordance with their policies, bank managers are not able assist with online issues and customers have no choice but to sit on hold for egregious amounts of time. Despite repeated attempts to elicit a response from XXXX XXXX at the Office of the Chairman at Citizens Bank, she has been ignoring my communications and my access to my linked bank account at XXXX XXXX is still blocked.
Company Response:
State: NY
Zip: 13905
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citizens bank has over charge my account. the amount of fee they charge my account from XX/XX/XXXX to XX/XX/2021 is {$580.00} dollars. This unreasonable and unacceptable. XX/XX/XXXX i was charged {$30.00} service charge XX/XX/XXXX. {$39.00} overdraft on the XX/XX/XXXX overdraft {$79.00} XX/XX/XXXX two services charge for XXXX XX/XX/XXXX overdraft fees XXXX XX/XX/XXXX overdraft fees for XXXX. XX/XX/XXXX overdraft fees for XXXX XX/XX/XXXX overdraft fees XXXX XX/XX/XXXX service charge {$30.00} XX/XX/XXXX overdraft fees for {$39.00} XX/XX/XXXX service charge {$30.00} XX/XX/XXXX overdraft fees for XXXX. Due to all those fees and services charge this institution has and now continue to cause me financial stress. Most of the fees has been wrongfully charged to my account. There is no way that i will know allow my account to stay delinquent.
Company Response:
State: MA
Zip: 01902
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, I called Citizen Bank at XXXX to request that my Savings and Checking account be closed. XXXX moved the balance in my savings account to my checking account and successfully closed my savings account. He then told me I had to go into a branch to fill out a form to close the account out. The nearest branch in XXXX XXXX, NY is over an hour drive from my home and not an easy commute going thru the city. XXXX then suggested I do a wire transfer and transferred me to XXXX in the mobile transfer department. XXXX couldnt help me and transferred me to XXXX in the wire department. XXXX said I needed to go to the branch to fill out a form which I told him I live too far. He then transferred my call to the customer service department. I asked to speak to a Supervisor as I was now on the phone over 1 hour and 20 mins. XXXX identified herself as a Supervisor and instructed me to send a letter to the XXXX XXXX office requesting the account to be closed. As soon as I hung up the phone with her, I wrote the letter and immediately mailed it as I need the funds as soon as possible. Yesterday, my husband took a call from XXXX XXXX, XXXX XXXX XXXX XXXX indicating that I now need to write ANOTHER letter requesting my account to be closed and mail it to a different address. Due to the inaccurate information I was given by XXXX, I now have to wait even longer to get my funds. This is completely unacceptable. To top it all off, I called the Citizen Bank number today, XX/XX/XXXX from the number that XXXX XXXX called from yesterday ( XXXX ) to determine if the letter I already wrote could be sent interoffice instead and while waiting in queue for a customer service representative ( where the automated message indicated the wait time was in excess of 5 mins ), a message came on that due to technical difficulties, my call can not be handled at this time and I should call back later. The call then was automatically disconnected. This occurred at XXXX today, XX/XX/XXXX. I then called the XXXX XXXX Branch Office at XXXX and pressed the option to speak to a Branch colleague. It rang about 20 times and then automatically disconnected. Ive had accounts at many different banks throughout my lifetime and I have NEVER experienced an issue getting money out of any accounts until now. This experience and level of no-service is scary and completely unacceptable which is why I took this opportunity to file a formal complaint.
Company Response:
State: NY
Zip: 11803
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I noticed false reporting and inquiries I have not inquired about, on my credit report. I have mailed a request to XXXX and RBS Citizens, NA to have the inquiry removed from my XXXX account. Have not received a response. I am requesting these inquiries be removed. Reported on XX/XX/2021
Company Response:
State: CA
Zip: 90034
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a checking account at Citizens Bank many years ago. In XXXX, I legally and officially had my name changed. I brought the necessary paperwork to my local Citizens Bank branch to get the name changed on my account. Citizens was very resistant to making this change. I had to bring the paperwork back to them several times because they either ignored it or claimed that it had been lost. After months of hassle and discrimination, I decided instead to close the account completely. I requested that the account be closed after I emptied it in XX/XX/XXXX. Somehow, before it was completely closed, another charge appeared on the account and Citizens refused to close the account until the charge was covered. If Citizens had complied even once with any of my requests, there would not have been any charge that went through to that account. However, now I can not close it and it continues to accrue hundreds of dollars in fees. Additionally, my XXXX stimulus payment was later deposited into that bank account since I could not stop it in time, and Citizens used my stimulus money to put towards the charges that they created. Because the bank did not do me the service of changing my legal name, and treated me terribly, and subsequently stole my money, I am very angry and upset. I am already in a very difficult financial position and I did not expect my bank to contribute to that position as their customer.
Company Response:
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hi CFPB, I have my current mortgage of my primary residence with Citizen 's bank. My original loan was with XXXX XXXX Mortgage XXXX and the loan was later bought by Citizen 's Bank. In XX/XX/2021, I got an email from Citizen 's bank saying I am eligible for lower interest rate if I refinance the current loan. As the letter was genuine and from the bank where my current loan is, I contacted a loan XXXX whose contact information was on the letter. She initiated the refinance process by initiating credit check and requested for all my documents ( recent pay checks, immigration documents, my investment property mortgage information, home insurance information, bank statements etc. ). I mentioned to them from the very beginning to let me know if there are any pre-conditions that I need to be aware of for successful execution of this refinance process. Regardless, bank started asking me to do few things for me to be able to get the better interest rate. To emphasize, these conditions are not the letter they sent me and they didn't tell me all conditions at one. Below are the conditions they asked me to fulfil one after one : 1 ) Open a checking account with Citizens and have a monthly deposit- I complied 2 ) Pay my current loan with Citizens Bank with the checking account opened at Citizens- I compiled 3 ) Include home insurance in escrow - I refused as I currently pay by myself and not from escrow. I escalated to this with the bank and agreed they will drop this condition 4 ) Paid for house XXXX and spent lot time sending and resending the requested documents After all this and XXXX months after the process started, I am now being told that I do not have XXXX XXXX and can't move forward my application. I am on legal visa ( XXXX ) and my previous re-finances with other bank didn't deny my loan due to my XXXX status. I feel that this is marketing strategy where they made me open checking account with them, waited for 6 months and now saying my re-finance application didn't meet their conditions. I request XXXX to look into Citizens ' bank practices. Thank you for all you do Concerned Individual
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: For months I've been severely affected by the two items in my XXXX XXXX XXXX and Citizens Bank When I contacted Citizens I provided my FULL SOCIAL to verify the alleged account ending in XXXX with the alleged amount of {$430.00} and verify it so I could make plans to resolve it ( since the account was still owned by them ) they could not find any record of said account that is reporting NEGATIVELY and defaming my character via XXXX XXXX. Yesterday XX/XX/2021 I pulled my account and it's still there. This is inaccurate and frivolous they can not find the account, it should not be reported, also there is no " closure status date '' for Citizens and there is one for XXXX this is INCOMPLETE. I do not agree with this. This defamation of character is hindering my ability to open bank accounts and better my future for my children and me.
Company Response:
State: PA
Zip: 19144
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: 2021-12-07
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: On XX/XX/XXXX, I received {$1000.00} from XXXX to my Bank account ( Citizens Bank ), at that time, I do not know who sent this money, I thought it is a mistake wire. so I called Citizens bank and ask them to return this money back to the sender. on XX/XX/XXXX, {$1000.00} deducted from my account, shows XXXX Debit {$1000.00}. A couple of days later, The sender contacted me, he told me he sent me money through XXXX. But the money {$1000.00} was deducted from my account already. I think this money will back to the sender account. so, I did nothing. But after a month, the sender still not received the returned money, Neither I. I called Citizens Bank on XX/XX/XXXX, I was told they are working on it, 10 days passed, still no answer. I also send an online message to Citizens bank on XX/XX/XXXX and XX/XX/XXXX, they reply the same : " Our records indicate you disputed a {$1000.00} XXXX credit posted to your account on XX/XX/2021. Per your request, we have debited your account {$1000.00} for credit received on XX/XX/XXXX, XXXX " and Citizens Bank ask me to contact Sender. I called the sender, he said he also contacted his bank to get this money back, but still no feedback.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A