Date Received: 2021-11-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XXXX XXXX I run a small XXXX XXXX and unfortunately Covid hit my XXXX hard and 90 % of my clients went on hold ( clients choice ) due to the virus and fear! Do to this I was on XXXX and I had to apply for the PPP loans. I never expected when I started my XXXX for any of this to happen and prior to covid my account was in good standing! I have been charged thousands of dollars in fees! THOUSANDS! Yes they waved some ( {$2200.00} last I counted ) in fees since covid hit hard, but then again Ive paid over {$12000.00} in fees to This date XX/XX/2021. Ive explained my experience and Ive asked for help and I keep getting told they can no longer help me. I am aware I got a lot of help during the pandemic because times were hard, but Im also aware that $ XXXX in fees is absolutely ridiculous! I keep trying to get into the positive and keep it there and they keep applying fees. Each fee puts me further and further behind!! Im a single mom, a small Buisness owner and this past almost 2 years has been hard and I need some Help here! Ive given them over $ XXXX in hard earned money just because I went negative or I had NSF a few times. Im doing my best to catch up, and I cant catch up if they keep adding fees and continuing to put me further behind.
Company Response:
State: NY
Zip: 12866
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-05
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I got a specialized loan from Citizens One to purchase an XXXX through a XXXX XXXX XXXX promotion and it's been a nightmare since day one. I setup online automatic payment through their website as instructed. Put in my checking account information and everything else required to have payments automatically withdrawn monthly. Not only did the automatic payments never go through, but the site itself shows improper amounts owed ( minimum monthly payment, statements show errors on recorded payments, and there's also missing payments I made ) I have only been successful in making payments by calling in by phone and speaking with someone to manually pay with a debit card. Even then I only received a payment confirmation number once. Interestingly, a payment deduction has never shown being withdrawn from my bank account a Citizens One payment the entire duration of the loan so far. Communication between myself and Citizens One has been very sketchy and unclear. They have already harmed my credit by reporting missed payments when I have called in at least every month making payments by phone. Unfortunately, I have no record, or Citizens One, of making more than one or two payments.
Company Response:
State: PA
Zip: 19020
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I was on a forbearance plan with Citizens One. They offered me a loan modification to put my missed payments on the back of the loan. I called every month because my bill did not reflect that the payments had been put on the back half off the loan yet. I was assured every month that I was approved and even received the {$250.00} gift card for XXXX that I was promised in the letter in XX/XX/2020. In late XXXX, I received a letter stating, that Citizens had made a mistake and that the terms of my current loan did not allow for the modification. I am wondering if, this is legal, and also why did it take 9 months to deny me. Also, I have been told that this is normal to happen, and that ( after 9 months of thinking I am ok with payments ) I now owe {$12000.00} to catch up my mortgage. I was given the option to re-apply for a modification ( which I did ) but I have heard nothing still. I have called several times and can not seem to find anyone that cant tell me what is truly going on. Citizens loan # XXXX Estate of XXXX XXXX, C/O XXXX XXXX XXXX XXXX have also sent them al documentation showing that I am executor of the Estate etc )
Company Response:
State: MA
Zip: 02745
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX months ago I started my process to refinance my home loan with citizens bank. there is no progress with them. I have been in my home for over XXXX yrs, I was laid off last yr for covid19 issues- I missed XXXX payments i have been in the forbearance plan for almost one year. I have made 8 full current payments to citizens bank, I asked to be removed from forbearance so i can refinance -but they are demanding a full payment for over XXXX. They will not let me make a payment via online. only per phone call which is almost 30 minutes of there questions or mail in a check. I need help to lower my payment so please help
Company Response:
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Hello, In XXXX of this year I had a XXXX security system installed. The whole installation process was rushed. My husband and I didn't understand that when we said we would be interested in the system, it was to be installed immediately. We had been talking to the sales person alone and when we agreed to the security system a van pulled up and here came the installers ready to install. My husband was leaving for work and I had another appointment. I asked if we could install another time, but was told they were only in our area for the day. The sales person was very personable, but we felt extremely put out. The sales person hurried through the cost and I was aware there would be two payments. One for the system and one for monitoring. I gave him my account information for automatic withdraws. They sped through the installation and instruction and left. In a completely unrelated matter ( in my eyes ) I received a few emails from Citizens One. I opened the emails and they were very vague, asking me to set up my account. I went at once to my credit monitoring system to see if I'd been hacked and someone had opened an account in my name. There were no unknown accounts and nothing saying I had a loan with Citizens One. So, I assumed it was some person 's deviant way to fish for my personal information and moved on. Then on XX/XX/XXXX I received an email from Citizens One titled " XXXX XXXX Home financed by Citizens One. '' I opened it and then I called XXXX to see what was going on. They did not tell me I needed to open an account with Citizen 's One. I did not receive any documentation on Citizen One, a payment booklet, or even a website address. Zero instruction!! I had given my account information to the sales person on the installation day and was told it would be a reoccurring payments automatically withdrawn. I told XXXX I thought they seriously dropped the ball during the sales pitch and then called Citizens One to get my account current. I payed up the account and set automatic withdraws for future payments. About a week later, I have an email from my credit monitoring system saying my credit score had changed. I logged on to find that Citizens One had reported a 120 day late payment to the bureaus on my credit. It dropped my score XXXX points!! Before this my report didn't even show I had an account with Citizens One!! Not a single email from them ever said anything about a late payment and until the email in XXXX did it even mention XXXX being tied to them. This is not okay!! I've never even had a 30 day late payment recorded on my credit let alone a 120 day. I've called Citizens One multiple times to talk to someone in the credit reporting department. They just say they don't have one and will not even allow me to speak to a manager or higher up. They've just said there is nothing they can do. My credit is VERY important to me. I have a car lease ending soon and now I can't even buy it out with a reasonable interest rate. Essentially I can't buy anything now because these two businesses failed in their processes. Attached are what the emails looked like every month until the XXXX email that included XXXX in the title. Please help.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: We make many online payments through XXXX XXXX, XXXX online bill pay web site. XX/XX/2021 : Made online pay bill of {$15000.00}, to be delivered by XX/XX/2021, XXXX # XXXX ( bill was high due to medical/dental fees ( {$10000.00} ) and propane gas for the winter, {$3300.00} ) XX/XX/2021 : Received an email XX/XX/XXXX notifying us a check was mailed on XX/XX/2021, did not think it would get there in time to avoid a late payment charge. Quickly checked to see if an XXXX pay bill would be delivered by next day. Paid {$500.00} more XX/XX/2021, XXXX # XXXX XX/XX/2021, Checked XXXX web site, {$500.00} received. Phew no late charge. XXXX : Spoke to the following at XXXX Bank XXXX XXXX ). Had not received the check as of XX/XX/XXXX. XXXX # XXXX, XXXX ( supervisor ), XXXX XXXX ( Department Manager ), XXXX ( Operations Manager ), XXXX not get her position, nor get last names for most of the conversations. Asked if there is consideration for a customer who has always paid on time and in full. ( Always! ) No consideration. Result : they would not back date the check which came in late XX/XX/XXXX, payment was due XX/XX/XXXX. They said that it is XXXX Banks fault. Therefore, the finance/interest charge was {$200.00}. XXXX XXXX Called XXXX Bank XXXX XXXX with XXXX, who said she was the XXXX, said XXXX XXXX Bank XXXX XXXX the check which was dated XX/XX/2021. See above with the results of those calls. XXXX XXXX called and visited XX/XX/XXXX Bank XXXX XXXX ), XXXX XXXX XXXX XXXX XXXX XXXX, MA. Left messages and was told there is a new manager. XX/XX/2021 : Met with XXXX XXXX. He would call XXXX and other XX/XX/XXXX Managers? Will let us know. Never called back. XX/XX/2021 : Called bank, XXXX was with a customer, will get backnever did. XX/XX/2021 : Visited branch, met with XXXX XXXX, he had no help for us. Informed him that we will be contacting the XXXX of Massachusetts XXXX of Banks. Received A letter from XXXX Bank XXXX XXXX that they sent a " good faith letter '' to XXXX XXXX Bank. No results as of XX/XX/2021 Since XXXX Bank, NA is not located in Massachusetts, XXXX XXXX XXXX XXXX said to submit complaint through CFPB
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Citizens One Bank is in violation of the Cares ACT Forebearance by not letting me taking advantage of it. There are 18 months to use under this act. This bank is stating that I have been in forebearance for 17 months which is not true. I had a forebearance for 2 months last year which was paid in full and my account was taken out of forebearance. I requested another forbearance this year in XXXX up until now ( 4 months ) and they tell me my account has been in forebearance which is not true ; It has only been in for 6 months. They told me I only have one month left to do a forebearance. I did not request a 17 month forebearance and had no knowledge while I had been previously paying my bill before this second forbearance. They are violating the CARES ACT by continuously running a forebearance on my account I was not aware of. They will not correct it and allow me to take advantage of the CARES ACT. This bank is also reporting false information on my account that it is delinquent today. They wont answer the phone to take my call when I am trying to get my account fixed. The supervisor hung the phone up on me.
Company Response:
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens Bank limits the ability of consumers who have difficulties communicating via telephone to communicate with the bank since it does not allow consumer to properly respond to the written messages from its customer service by imposing severe liitations. Today I attempted to respond to a message from Citizens Bank with the following information : Note attempted to be send to Citizens on XX/XX/2021 '' 'The account XXXX has a monthly fee, so I would really appreciate that it is closed NOW. I am not able to delete the repeated transfer that I had previously scheduled to be made every month that now has the next instance set for XX/XX/2021 since I do not see it in the list of " Scheduled '' transfers. Please remove this transfer or, if you also do not see it, report the problem to Citizens Bank. Thank you -- -- -Original Message -- -- - Dear XXXX XXXX Thank you for your reply. We have processed your request to close your account Once a savings account reaches 60 calendar days at zero, it will terminate on the 61st calendar day ; a terminated account can not be reopened. Please note, closed and terminated accounts will continue to appear online until they are removed from our systems. In the meantime, you are able to hide this account by clicking on Settings which is located on the right just above the list of your accounts, on your My Accounts page. After clicking on Settings, check off Hide to the left of the account you wish to hide. To cancel or edit an online transfer, click on Transfer Money on the top or on the left of your online banking My Accounts page. On the next screen under Recent transfers click on edit or delete to the right of the Scheduled transfer you wish to edit or cancel. Click on delete to the right of the Scheduled transfer you wish to cancel, and then choose your option ( Cancel this transfer or Cancel all of these transfers ). If you wish to edit the transfer, click on edit to the right of the Scheduled transfer you wish to edit. On the next screen, choose your option ( Edit this transfer or Edit All These Transfers ). If you have any further questions or concerns, please call our Customer Service Center at XXXX and a representative will be happy to assist you Monday Friday XXXX XXXX and Saturday Sunday XXXX XXXX. We value you as a customer and appreciate your business. Thank you for choosing Citizens. Sincerely, XXXX XXXX XXXX XXXX ' When trying to submit this message I received the following notification : 'Error Received The information you requested could not be displayed. Please select " Go Back '' and try again. Go Back '
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
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: Dear Sir / Madam, This Is For Your Kind Notice I Applied On XX/XX/XXXX XXXX Credit Card And Got Turn Down By One Of The Main Reasions That CITIZENS BANK AUTO LOAN Notified All Credit Agencies That I Am Participating In a Payment Relief or Deferral Program, Recieving Modified Terms, or Credit Counseling Service, On One or More Of My Account or Loan. When I File a Dispute As I Never Called or Requested Any such Type Of Relief Program Then XXXX New Accounts Review Department Came Of The Exect Words That CITIZENS BANK Notified On XX/XX/XXXX To XXXX Trade Line 5 That I Am Effected By Natural or Declair Digaster For Flood Related Relief Program Which Is Totally Unecceptable As I Bought A XXXX XXXX XXXX Through CITIZENS BANK AUTO LOAN And I Pay There Installement Always On Time or Before Time And I Dont Have Any Issue With Any Of The Creditors To Pay My Installement or Loan. I Always Paying My Credit Card Bills And Auto Loan On Time or Before Time. Then I Contacted CITIZENS BANK AUTO LOAN Supervisor / Manager On XXXX XXXX, XXXX. To Look Into This Matter Which Is Effecting My Credintials With Creditors And My Personal And My Family Life Because Of There Negligance. Then Sai We Informed We Open The Case ( XXXX ) Reference ( XXXX ) For You And Forward It To Office Of The Chairman So You Will Get A Call From Them In 24-48 Hours But No Body Called the I Contacted Them Again And Again As No Body From Office Of theChairman Offcice Called Till Now I am Writing This Complaint Of Fraud On My Credit Report. XXXX EST On XX/XX/XXXX. So Please Look Into This Matter Which Is Effecting My Credintials To Creditors, My Personal And Family Life. Thanking You, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NY XXXX. XXXX : XXXX XXXX XXXX.
Company Response:
State: NY
Zip: 11372
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: This company has blatantly violated my consumer rights and has not responded in 40 days. On XX/XX/XXXX my vehicle was stolen while I was out to eat with my family by a unauthorized third party that was not a witness to the contract and had no legal ties to the vehicle. The company contracted a company to perform a skip trace on me which was not in the contract and I didn't consent to. I was behind on payments due to the pandemic and was getting the money to pay. I had the vehicle since XXXX and never had the vehicle taken before. After my vehicle was taken I called the company to see how much I had to pay and where my vehicle was so that I could retrieve my belongings. I was denied this information unless I agreed to pay a ballooned payment that included extra fees which made the amount jump from {$1400.00} to {$2900.00}. When I came up with the money to pay I was told that I would also have to pay storage fees to the tow company. The car had already been there for 20 days and I couldn't pay that as well so no information was given to me. I was never given the name of the 2 unauthorized parties ( collection company and tow company ) until after the vehicle was already sold at auction. From the moment the vehicle was taken I have received no notice of repossession which I required by law. Also I never received any notice of resale of the vehicle which is required by law. I have received no information as it pertains to how much the vehicle sold for or a remaining balance, but it reflects on my consumer report. I notified the chairman 's office multiple times about these violations and no response has been given. Also I have still yet to receive any of the before mentioned documents even after I notified them. This company is also in violation of many consumer rights defined in the FDCPA and FCRA which I will attach in a separate document. This company does not care that they violate a consumers rights and will not give a timely response for something they know they failed to comply with.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A