Date Received: 2021-10-28
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: On XX/XX/2020 The XXXX XXXX sent me an email, notifying me that they had canceled the account, that we do not owe them anything, and that we do not have to pay anything, that we keep the devices because I have spent a year, and the letter was sent to me by the department of sale compliance partner, by the representative of this department, Mrs. XXXX XXXX. The debt was XXXX, because I previously made a complaint to this XXXX XXXX, for bad facilities and excessive charging for poorly installed service, now it turns out that the XXXX XXXX is charging me {$1100.00} for XXXX payments, Threatening to take me to Colection and wanting to damage my credit, they spoke with the bank and the bank was very rude and aggressive in answering me that I had to pay that debt or it would damage my credit and the bank was notified that I had a carte de XXXX Notifying me that I do not owe anything and that I should not pay anyone, I have the letter in my possession I can send it to you whenever you like, the Citizens Bank, was very rude and humiliating in collecting a debt that I do not owe, the bank loves me cheat.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a letter from a company called Citizens One. I never heard of them I never did business with them and they are claiming that I missed my I phone payment. It looks like a collection agency letter but I am not sure, they are claiming that they are going to inform credit bureau that I am 30 days late. To me this looks like fraud and I wish that you look into this fraudulent letter and company because they may be causing others the same problem.
Company Response:
State: CA
Zip: 90601
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was economically impacted by public health measures taken in response to the Coronavirus Pandemic. In addition to losing income, I was delayed by about a year in my ability to get required approval from my COA to rent my condo. I took advantage of my mortgage servicer 's Covid forbearance program in XX/XX/XXXX. Since XX/XX/XXXX, I have been requesting a loan modification in the hopes that 1 ) the payment would be lowered and 2 ) the balance accrued during the forbearance would be added to the back of the loan. In response to my request for a loan modification, I was sent paper Mortgage Assistance Application which I completed and uploaded to the Loan Solution Center on XX/XX/XXXX along with required documentation. I called on XX/XX/XXXX to follow up and was told the review process would be about 45 days. I followed up in XXXX via phone only to be told that I hadn't applied for a loan mod but they would grant me a deferment. Since then, it has been an endless loop of me requesting a loan modification, Citizens Bank saying " ok '', me following up and Citizens pretending I had neve requested a loan mod but offering a deferment. I sent a loan mod request in writing on XX/XX/XXXX. Today, they told me they can't see it because the loansolutioncenter.com is " backed up. '' I am beyond frustrated and I want to preserve the recordings of phone calls I have made to them, if they are recorded. I also want to be reviewed for a loan mod. Today they told me it would take 8 months for them to get a decision on a loan mod. However, they still won't admit I had uploaded a request for a loan modification but did provide an email where I could send my materials. They continue to pressure me to accept the deferment.
Company Response:
State: WI
Zip: 53217
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I previously filed a dispute and I think that there is a lot of confusion going on with it. The last time that I used my debit card was at XXXX. Any charges after that are unauthorized. My card was lost and I reported it as soon as I found out. Please help me get this situation under control. I do not wish to escalate it any further, only to finish XXXX shopping. Thanks
Company Response:
State: MI
Zip: 48088
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX I applied for a home improvement loan with XXXX XXXX and was notified about a month later that there was an old lien on my property from XXXX XXXX XXXX who went out of business sometime in XXXX. Westfield needed proof that XXXX was paid. In XXXX I refinanced my home with XXXX XXXX who has since merged with Citizen Bank. I contacted Citizen Bank requesting a copy of the Settlement Statement but was informed that their records retention is only 10 years so they could not provide documentation to me. I also tried to contact the Title Company that did the work for XXXXCitizen but they are no longer in business. I was told that XXXX 's accounts were assigned to XXXX XXXX, XXXX XXXX, XXXX and now XXXX. I tried contacting all of them and no one would help me to get the XXXX XXXX released so that I could get my home improvement loan. Ultimately, I have contacted the FDIC, my congressman 's office, XXXX, Citizen 's, XXXX XXXX, XXXX and XXXX. Most times I couldn't get beyond customer service because my property address, name or social security number would not bring up an account. I have spent the last 3+ months making phone calls, sending emails, researching and still I am unable to resolve this problem. In XXXX I refinanced with XXXX Bank and was never informed of the XXXX XXXX that showed up on the title search. XXXX XXXX XXXX did the XXXX XXXX refinance so I called them and was told that they no longer have the records either. I was told that one of two things probably happened ... First XXXX either got verbal confirmation or a letter of intent from XXXX that they would release the lien. Either way, XXXX XXXX XXXX failed to make sure the lien was released and I never knew anything about it. If I had been informed, getting the XXXX released would have been easy because XXXX XXXX was still in business in XXXX. XXXX XXXX/Citizen failed to make sure the lien was released when I refinanced with them in XXXX and they supposedly paid off XXXX XXXX , and so did XXXX when I refinanced with them in XXXX. I know that XXXX did pay Charter One according to my settlement statement and the fact there is no XXXX XXXX lien appearing on the title search. Not one of the parties involved says they have the authority to remove the lien so I am stuck in a very stressful situation. Because the home improvement loan was denied and the material had already been ordered by the contractor, I was forced to pay for the large job all out of pocket and now my savings account is nearly depleted. XXXX XXXX XXXX has offered me an atonement but not even half of what is needed and they said they can't remove the lien. I have spoken with an attorney and the cost to file a Quiet Title Claim is very expensive, I can not afford it nor should I have to be burdened with getting this situation resolved. I have emailed XXXX XXXX XXXX, CEO at XXXX and asked for his assistance because XXXX has the Title Insurance I paid for as part of the refinance. As it appears now, XXXX is not sitting in first position according to the title search. XXXX has not offered to help me in anyway that would result in resolving my issue. Next on or about XXXX XXXX, XXXX I paid XXXX {$500.00} to refinance my home again and taking some cash out so that I could replenish my savings. After a few weeks I was informed that the refinance would be getting denied because with student loans in national COVID forbearance, credit reports show a monthly payment amount of XXXX so underwriting uses a % rule. I provided documentation of my past payments and the amount going forward once the loans were no longer in forbearance but that was not acceptable to underwriting and they had to use the % rule which made my debt-to-income ratio too high. I was also told by XXXX that they would not refund my {$500.00} because the appraisal cost {$600.00} but they would not be requiring me to pay the {$100.00} difference. I have a lot more documents from email, my own notes and more that I can produce if needed.
Company Response:
State: OH
Zip: 44221
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Earlier this year we installed a security system in or home through XXXX.. We agreed to a monthly service fee and the equipment. The contract said payments would be payable to XXXX. XXXX, without notifying us, apparently sold the equipment note to Citizen 's Bank in Rhode Island. Citizens never notified me that the assumed trhe note. Citizens stared calling me about past due payments., I had no idea who Citizen 's was. After numerous calls, we finally determined what had happened. I have asked Citizen 's to provide information to show that they had assumed this loan and to provide me written proof. and the amount and interest rate. Citizen 's has thus far refused to provide me this information They claim they are a paperless institution. and that they do not provide this information. Without proof, I don not feel I should make payments to someone with whom I've never done business. If they would provide written confirmation, I would have some protection and proof is something goes wrong. They way they are handling it leaves me in libo.
Company Response:
State: TX
Zip: 79109
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Getting a line of credit
Subissue:
Consumer Complaint: Citizen One bank ( Citizens Bank ) opened two fraudulent lines of credit in my name. I discovered the first line of credit on XXXX and contacted the bank. I had to explicitly request that they check if other lines of credit had been opened in my name, at which point I was informed that there was a second line of credit in my name. It took them over more than seven business days for them to send an automated email with instructions on how to submit a dispute. There is no way to contact the ID Theft Department directly -- I am forced to go through the regular customer service line ( they indicated that this was because of volume -- they just didn't have enough people to answer all their identity theft related calls ). The email they provided would not accept attachments -- even though this is the way they instruct you to submit your dispute materials ( I zipped and reduced the size of the files, and I tried from two different computers and two different browsers -- no luck ). They have yet to acknowledge receipt of my dispute packet, and I am unable to get through to any human being able to confirm anything related to the process. They also disputed my credit dispute with XXXX -- telling them it was accurate. I am appalled how little responsibility this bank has to address the problem. I am appalled that they allowed these two lines of credit to be opened in my name -- anyone actually reviewing my credit history ( excellent ) would have easily seen that I did not require two different microloans for two XXXX. As a consumer, I have been left with no way to get this problems fixed -- I am wholly at the mercy of this bank.
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Responded to a Citizens Bank direct mail campaign to open new checking/savings accounts and funded such with a total of $ XXXX at the time of online opening ( XXXX ). Citizens immediately transferred the funds out my existing account ( XXXX ) at another bank and immediately proceeded to close the new account ( XXXX ). Thereafter, Citizens has consumed many hours of my time in going into a local branch, via telephone, via email, and via written correspondence, all the while indicating that they do not wish to do business with me, unwilling or unable to provide any further reason, yet after over 3 weeks, also without return of my funds. I wrote to their CEO, General Counsel, and Head of Consumer Banking indicating that their marketing and banking practices, intended or otherwise, deceived and defrauded me, a consumer, of a significant sum of funds that they have been entirely unable or unwilling to return. A representative of the bank and I have spoken twice now. The first call ( XXXX ), the representative asked me for written proof that the funds were withdrawn from my sourcing bank account. I indicated that they did not need proof as they have the funds. During the second call ( XXXX ), the representative said I have 1 of 3 options, all taking immense more time to adjudicate. I told her that all I wanted was funds returned to my original account immediately, which is what multiple Citizens representative ( via phone and a local Branch Manager ) said would happen ( since funds were withdrawn via ACH, they would be returned promptly via ACH to the same account/institution ). However, as of writing ( XXXX ), I remain short said funds. I request your help to ( 1 ) secure a return of funds and ( 2 ) evaluate and take punitive action for defrauding customers, stealing money, bait-and-switch practices, discrimination ( do not wish to do business with you without further explanation, absolute disregard for customer time, communicating conflicting and misleading information, dodging responsibility ( asked me to take issue up with source bank! ), and lots of other colorful accusations.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We sold our home in XXXX, WY on XX/XX/2021. Around early XXXX I called Citizens to get an update on our payment for our remaining escrow balance. I believe that it was approximately {$900.00}. During that call they updated our contact information and said they would send us another check. On XX/XX/2021 I requested an update since we had not received our payment. They messaged us back on XX/XX/2021 saying that they would send us a lost check affidavit. I followed up on XX/XX/2021 because I had yet to receive the lost check affidavit. Citizens responded on XX/XX/2021 saying that the affidavit went out on XX/XX/2021. The affidavit arrived near the end of XXXX and I sent it back to Citizens. As of XX/XX/2021 I have yet to receive the check.
Company Response:
State: WY
Zip: 82009
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened a checking account with Citizens Bank online after discovering a sign on bonus of {$300.00}. The criteria- one {$500.00} deposit within 60 days of opening. Opened the account with the {$10.00} minimum deposit amount XX/XX/21 On XX/XX/21deposited {$500.00}. Since then- Ive had amounts from $ XXXX direct deposited into the acct. I have called several times recently and can not seem to get a person. Only an automated system when dialing the contact us number provided on the Citizens website. I was thinking of completely switching over from my main bank but I have reconsidered. It says I shouldve received the bonus within 90 days of my qualifying deposit. That wouldve been XX/XX/2021.
Company Response:
State: MI
Zip: 48174
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A