Date Received: 2021-12-05
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/2021 I realized I was several months behind on my XXXX upgrade program loan through Citizens Bank. My mistake was, I had a debit card stored for auto pay but that debit card had been compromised months earlier and when I had to cancel it, I forgot to update Citizens with my new card number. When I realized I was behind I contacted them ( they had emailed me, but my email on file was no longer in use ; and mailed something to my address but I had moved ; they had never called me ). At that time, they required that I pay the loan in full, and I obliged immediately. After all the mistake was mine. However, months have gone by and Citizens is STILL reporting to XXXX, month after month, that I have not paid. The balance keeps increasing each month. I have contacted Citizens and requested that they update this as paid in full, and although theyve promised that they would, they have not.
Company Response:
State: WV
Zip: 26501
Submitted Via: Web
Date Sent: 2021-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I got a new home with a local company in the fall of XXXX. We went with a local bank in XXXX XXXX, XXXX, and that mortgage got bought by XXXX XXXX. We were on the XXXX forebearance plan, which started in XXXX of XXXX, and it officially ended XX/XX/XXXX. We made the last XXXX payments, from XXXX through XXXX of XXXX. We are now in the process of refinancing, and am hoping to close on it soon. I have tried to start the whole refinance process with Citizens One since last XXXX, and have tried to get a hold of them a number of times to see what the progress was during that time. They told me each time that they have been busy, and would call me. They never did, so I would call them regularly, and got the same response. After finally talking to a person in the right department with XXXX XXXX, they agreed for us to extend our mortgage. I asked the particulars, as to if they would ad our missed payments, with no interest, to the end of our mortgage. It would be for approximately 17 months, added on. They said that would be fine, and we signed the paper work for that to go on. I asked them that to be clear, and thats what they told me. All of this should be recorded on their part. We found out a few weeks ago, that HUD now has a XXXX on our house for the payments we didnt pay, of a total of {$39000.00}. Its a XXXX loan, that we need to pay, on top of our loan balance with Citizens One, which is {$270000.00}. We are confused as to why we need to pay this additional money. The original loan is an FHA mortgage, so hence why HUD has the lien, from what was told to us recently. Citizens One didnt even say anything about that. They told me what I stated above, about the balance would be added on the end of the loan. They didnt do that. We were hoping to get some additional money for some home updates, and other personal things caught up as well. We cant do that now, due to XXXX XXXX inability to tell us what was actually going to happen. Also, HUD takes forever for them to answer a phone call. I was on hold for about 2 hours to talk to someone. The lady we are working with, XXXX XXXX, with XXXX XXXX Bank, was on hold twice this week with them for a total of almost 5 hours. We would like to what the deal is with this circus, and am confused as to why this HUD deal is even factored in, when it shouldnt be, from what Citizens One told me. We have hoping to get this resolved soon, so we can get our refinance done within the next week. XXXX, XXXX, and myself are perplexed and disappointed with what has happened with this for the past few weeks. We would like to have a very simple explanation as to whats happening with this supposed extra XXXX on our house, with a reasonable solution to it as well. Again, please do this as soon as possible, so we can wrap up the refinance soon. XXXX and XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX XXXX Citizens One account number XXXX XXXX XXXX
Company Response:
State: NE
Zip: 69101
Submitted Via: Web
Date Sent: 2021-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XXXX XXXX I noticed my account was overdrawn since it was the weekend the transfer did not go through till Monday so I was charged 74 dollars for being 60 dollars over then on Thursday XXXX XXXX I was charged a sustained overdraft fee of 30 dollars because my direct deposit didn't go through till the XXXX so over 100 dollars in fees. When I called they said they would refund me one fee I noticed they did not and was charged another fee so I called back and was told doesn't matter wat was said my account is not eligible for a fee reversal doesn't matter if the issue wasn't my fault or not this has happened with citizens bank on multiple occasions
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Citizenone 's website and apps intentionally misleading on balances due and time period for them. Eg. Not showing due dates and allowing balances to roll into eachout without notifying of past due balance. This way it appears to be all XXXX up to date balance. This resulted in fees and credit report stain on an otherwise flawless payment history.
Company Response:
State: WI
Zip: 54935
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to end my mortgage forebearance program with Citizens Bank since last summer. I have requested, multiple times, including in XXXX with XXXX XXXX in the corporate complaint resolution department, to have the amount in forebearance ( approx {$19000.00} ) added to the end of the existing loan in a non interest bearing account, EXACTLY as described in the attached letter I received from Citizens Bank. That is not what happened. Instead Citizens decided, without my permission, to modify the loan ; they created a XXXX 30 year loan with a much higher monthly payment than I had been paying. I specifically told XXXX XXXX in phone calls on XX/XX/XXXX and XXXX that I absolutely did NOT want to modify the loan..,. I wanted the option they had offered me ( see attached letter ) to add the balance to the end of the XXXX loan! We can not afford to make the new monthly payment I was informed of yesterday. Citizens has been impossible to communicate with and has now not responded to multiple phone calls and emails to the corporate office to resolve this matter. In the meantime, I have paid the monthly payment shown in the attached letter, {$1000.00} over the past XXXX months. When I tried to pay that amount on line in XXXX, I could not do that at the Citzens Bank website... I am assuming because they chose to close that loan without my approval. I would like to make clear ... my XXXX and I have outstanding credit ratings and have multiple mortgages on rental properties with other banks. We have NEVER been late on any mortgage payment and only want to get back to making our usual mortgage payments with Citizens Bank. We have not had any problems ending the forebearance program with any other bank.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: A mistake with a transfer placed automatic restrictions on the account. An email directed me to call customer service to address the problem. But the problem, which was pretty simple, required conversations with XXXX different employees and the phone call lasted nearly XXXX hours ( XXXX hour and XXXX minutes ), the vast majority of which was spent waiting on hold. The underlying problem itself was ultimately resolved. But I have never called Citizens Bank customer service and not been told there is an unusually high call volume and to expect a long wait time. ( The audio message said to expect 20+ minutes. ) It is excessively burdensome to expect customers to have to spend XXXX hours on hold in order to resolve simple problems!
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX I submitted an application for pre approval on a line of credit through XXXX XXXX with Citizen One bank. This was not supposed to be reported on my credit report if I was not approved for the credit. As soon as I submitted the application, I was disqualified and a hard inquiry was reported. It negatively impacted my credit and they refuse to remove it.
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Description of Complaint : Banking online - Appearance of commingling of personal and business checks. This is a formal business and personal complaint against Citizens Bank. I have a personal checking and a business ( XXXX XXXX, XXXX ) checking account. My personal account is quite active, my business account has very low volume. My complaint is that Citizens Bank has merged the appearance of the business and personal checking accounts. Online banking checks written on my personal account, come out of my personal account, but appear to be written on my business account. This means my charitable donations, wedding gifts, electric bills, etc appear to be from my business account, not my personal account. The potential tax consequences are obvious. ALL online checks written for personal use have had a business caption. Their solution was to have the business checks appear to be personal. I can not be the only person with both business and personal checking at Citizens. I only stumbled across this problem recently, but it has been going on for a long time. I have been a customer of Citizens or its predecessors for over 40 years. The customer care and problem solving by the corporation is profoundly disappointing. Their solution makes it appear that I have commingled my personal and business finances. For example, a personal gift to a relative appears to be written from my business account, but was written from my personal account. The relative thought I was paying from my business, to get a business expense. The name and address on the checks should be EITHER the business or personal. Citizens only allows one choice shared by both business and personal accounts.
Company Response:
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm again having some issues with Citizens. In XX/XX/XXXX, my account was charged with the amount of XXXX that was deducted for XXXX XXXX, and my escrow went negative. I just received a letter that I owe money for the escrow, and that the premium will go up starting from XX/XX/XXXX, which is completely wrong as I already paid for the full year of insurance. How is that possible? What was the XXXX charge for?
Company Response:
State: NY
Zip: 106XX
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-26
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/2021, my wife and I agreed to have XXXX install the 120-day security system, satisfaction guaranteed. While there were contradictions and confusing information about the equipment cost and service throughout the process, such as : 1. They quoted a cash payment amount estimated around {$1500.00} to {$1600.00} ; however, they refused to let me pay cash for the equipment and service. 2. XXXX stated we would have one payment for the security system and monitoring services. 3. They would not have to pull a credit report ; however, XXXX pulled a hard copy of my credit report during the installment process. 4. Professional installation and 120 guarantee repairs and services ; however, the back error message continues today since day one. XXXX. There were improper disclosures and non-disclosure of Citizen One Bank 's credit line ; however, Citizen One Bank opened the credit line ( XXXX ) and reported me 60-day delinquency without notification. XXXX. XXXX and Citizen refused to correct credit report errors that adversely impacted my employment and ability to refinance my mortgage during the historically low mortgage rates environment. Nevertheless, we moved forward with the service thinking a company name as big as XXXX would make good on the promises, guarantee, and cancellation agreement. Therefore, we were surprised that it would not fulfill any of the verbal and written agreements. Per their demand, I gave XXXX my credit card information and scheduled the installation. Doing the installation process, they pull my credit again. At the begging of the process they, conducted a soft pull to quote, " qualify me for the best services. '' It wasn't until the service technician told me I qualified for the 0 % financing, and at the time, I knew XXXX pulled my credit. My wife set up XXXX automatic drafted, and we completed the transaction. I asked for the disclosure, and the sales technical said they would mail them to my address. Unfortunately, I never received the hard copy disclosure or an electronic version. On or around XX/XX/2021, while pursuing an employment opportunity, a third-party company ( XXXX XXXX XXXX XXXX XXXX shared information about the 60 delinquencies with Citizens Bank . Upon receiving this information, I reached out to the citizen Bank for resolution. They informed me that they financed my security equipment. I explained the lack of openness and disclosure of information, and I didn't realize I had an account with them. I specifically asked the salesmen and technicians if I would make payments to two companies, and they said no. So, hearing this information was disheartening. The Citizen customer service shared they have had many issues and complaints about XXXX employees giving incorrect information. The collector said they would fix the problem and forward my account to the correct department to improve the delinquency report. However, upon getting my payment, the employee waffled on his commitment to fixing the issue. I talked to his supervisor, and he promised to escalate it for resolution. Also, I filed a dispute with XXXX, but never Citizens or XXXX fixed my credit. In addition to all the financing confusion since day one, the backdoor keypad has defected. When the door is locked and we set the alarm, we receive an error message that states the back door is not online. We have unsuccessful scheduled service technicians multiple times, only have them canceled or no show. Some of the unsuccessful service dates were : XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 My wife and I made multiple unsuccessful attempts to XXXX and Citizen One Bank to resolve the issues. But unfortunately, the debt must cause us great financial, personal, mental harm. Would you please assist us with correcting the nightmare transaction that continues to impact our lives negatively?
Company Response:
State: TN
Zip: 37064
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A