Date Received: 2021-10-12
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I hope this is the right place to file this complaint. A fraudulent line of credit was opened in my name with Citizens One. I have contacted them and submitted a fraud packet. I've been trying to get a hold of their fraud department for over a week and no one is responding. The message says to leave a name and number and they will respond within 1 business day. I've tried the original number I contacted but they said once the packet is submitted, it needs to go through the fraud department and they don't have any other number than what was provided. It's been a month since this all started and took almost 3 weeks for Citizens to send me an email with a packet to fill out an send in. Now they don't answer calls. I'm at a loss for where to go next to get them to take action as I seem to be in a void of no one being able to help and no one responding.
Company Response:
State: MN
Zip: 55434
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Good Afternoon, After attempting to seek restitution of funds through the bank system directly and through a complaint filed with the Office of the Comptroller, I'm hoping you will be able to help me. An aide in my local senator 's office suggested I try filing this complaint to see if it would help. On XX/XX/XXXX, a check I had mailed to pay town taxes was forged and cashed after being stolen from a post office mailbox and altered to change the payee and the signature. It was clearly a forgery and a tampered check. I did not realize this happened until XX/XX/XXXX when the taxes on my home were delinquent and I faced a tax sale situation as a result. I contacted the bank immediately. While I was hopeful at first and a local bank manager was also optimistic, the end result was denial of my claim for the {$6200.00} stolen from my account. Ever since, I have been trying to find a way to be able to retrieve the funds from Citizens Bank. I have a police report and other notes as part of the request. I filed complaints with Citizens directly as high as I could go in the Office of the Chairman. I contacted my senator 's office and others for assistance. Repeatedly, I have been informed that they are only obligated to act on the forgery if discovered within 30 days. While I understand they may be within the law to deny my request, I'm still distraught over losing {$6200.00}. Last winter was a particularly busy and uncertain time and I just can't believe Citizens bank is applying and flexibility with customers. The end result may be that I and a few other friends and family close all accounts with Citizens but I continue to hope I might find a resolution. Thank you in advance for any help you can provide.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: A credit line to purchase XXXX equipment from XXXX was opened fraudulently in my name with Citizens One Bank. I first noticed this fraud when I received an order confirmation ( XXXX XXXX Confirmation # XXXX ) from XXXX on XX/XX/2021 for two XXXX in the amount of {$880.00}. I immediately contacted Citizens One to report the fraud. I repeatedly followed their instructions to receive a " Fraud Investigation Kit '' but they continually failed to actually deliver the materials. On XX/XX/2021 I sent Citizens One a letter following the instructions of the FTC Identity Theft website. After multiple calls and other correspondence, I received the fraud reporting kit from Citizens One on XX/XX/2021. I returned it via US MAIL that same date. I have received no response to the fraud report submitted on XX/XX/XXXX. Citizens One has reported a delinquency to credit bureaus under my name. At no time did I EVER order anything from XXXX, EVER apply for credit from Citizens One or EVER receive any merchandise.
Company Response:
State: CA
Zip: 92260
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in regards to complaint # XXXX. The bank reached out and did some research and realized that they never had our loan endorsed by HUD. They sent a letter saying that it was never endorsed, and that they actually added {$13000.00} back in XXXX for our initial PMI downpayment. I followed up with Citizens and asked the questions below, but have not received a response, and they closed the complaint out. 1 ) Are we going to be refunded for the monthly PMI that we paid as well? If the loan was never endorsed by HUD, why would we be paying monthly PMI payments to Citizens? Those payments are supposed to go to HUD for FHA backing, and if they are not going to HUD, why were we charged monthly for this? Ultimately, Citizens is still pocketing well over {$12000.00} from us from those monthly payments. Could we please get a full breakdown history on exactly how much we paid ( both up front and monthly, and a statement on how we can come to a resolution here? 2 ) Why were we never notified about this refund back in XXXX? This is a pretty big error, and we were never notified about it at all. Also, since it was a pandemic and money was tight, it would have been nice to have an option to get that money back as a check rather than putting it towards the principal of the loan. If we never had to pay that to begin with, it would still be liquid for us during this time ( rather than on the back end of our loan ). I even told the Chairman 's Office that we did not want to be annoying and submit another complaint, but they closed the previous one out and have not responded. We would just like a true resolution here.
Company Response:
State: MA
Zip: 01880
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have refinanced my student loans with Citizens bank and they paid off my other loans. The payout went out on XX/XX/2021 but they never fully paid off my loans. 3 of the 4 loans were paid but they have not paid off the 4th loan yet. They claim the problem is with paperwork but yet after many calls between both loan agencies the issue has not been resolved. I have been told that they are experiencing issues with that loan provider who they did not ever pay off. I am now paying the full amount of the refinance as well as having to pay the 4th loan provider as well out of my own pocket every month. They wre double dipping and refusing to act upon it and cancel that one loan out of my refinance and give me a new monthly payment. So I am not paying the loan they never paid twice. They are ignoring my email and phone calls and are providing no help whatsoever. It has now been almost 6 months and nothing has changed. They are practicing fraudulent activity and refusing to give me my money back
Company Response:
State: MA
Zip: 02122
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is XXXX XXXX, who is submitting this CFPB complaint myself and to inform you that there is no third party involved in the process. I have a loan with CITIZENSONE. I'm not swayed that Bureaus efficiently pleased the principles of the Fair Credit Reporting Act in completing their investigation. I tried contacting XXXX and XXXX Credit Bureaus requesting a complete payment history with this account for me to review the exact date on which the charge-off was posted. Unfortunately, there was no successful resolution provided nor feedback heard from the concerned Bureaus. There was definitely an error on their part. Per FCRA, reporting must be 100 % accurate or the information must be deleted.
Company Response:
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX at about XXXX XXXX, I deposited a payment check in the amount of {$460.00} at the Citizens Bank ATM, XXXX XXXX XXXX, XXXX, MA. The ATM accepted the deposit but shut down/ rebooted before returning my ATM card or providing a receipt for the transaction. I called to report it to the bank while waiting for the machine to reboot ( approx. 30 min. ) I explained what had happened and was told that I needed to file a claim, and allow 14 business days for the investigation. I declined the process. On XXXX XXXX at about 9 am I called the bank branch and spoke with Branch Manager XXXX XXXX. She retrieved the check from the ATM but refused to process it or return it to me. Mrs. XXXX advised me to " contact the writer of the check and have them give me another one. '' The writer refused unless I could return the initial check.
Company Response:
State: CT
Zip: 06002
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, PA XXXX Landline : ( XXXX ) XXXX XXXX XX/XX/XXXX ( XXXX XXXX ) attorney, medical release proves fraud they're saying never issue my records to Citizens Bank Hello, Respectively, hear me out ; all my records were without express consent, according to the written letters below. XXXX XXXX, Office of the Chairman, CFPB Case Number : XXXX XX/XX/XXXX, Citizens Bank XXXX XXXX Number : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX. No # XXXX. XXXX XXXX, the merchant who supplied XXXX XXXX medical and financial records, are those details accurate. I received a letter from the Office of the Attorney General. Enclosed was an admission from XXXX XXXX 's attorney XXXX XXXX XXXX - XXXX, XX/XX/XXXX, states they did not provide Citizens Bank with any of my information. If this discovery is true, how would Citizens Bank receive private HIPPA data without permission? Let me be clear ; this has nothing to do with the documents I provided ; that is not what's relevant. What's relevant is the message from XXXX XXXX 's attorney that is my concern. Is there any truth to what their attorney disclosed? Who's telling the truth? Although no one believed I have ethics, morals, and integrity, do I want to be reimbursed {$7000.00} for services that were not rendered absolutely? After all, I was there, so who would know better what happened. However, this is much weightier than XXXX dollars if the facts you provided are the truth that changes the narrative ; in other words, XXXX XXXX committed an unlawful act by misrepresenting Citizens Bank and XXXX XXXX. XXXX XXXX tainted representation by way of fraud. Fraud is an offense that captures a wide range of conduct. I am not surprised by anything they say or do ; after all, scammers and con artists are significantly good at what they do. I look forward to hearing your thoughts concerning this matter. Thank you for your valuable time. Sincerely, XXXX XXXX See attachments : Document : Office of Attorney GeneralXXXX Document : XXXX & XXXX XXXX XXXX XXXX XXXX Document : XXXX XXXX, Office of the Chairman, CFPB Case Number : XXXX Document : XX/XX/XXXX, Citizens Bank, Reference Number : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, Ref. No # XXXX
Company Response:
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I would like to file a complaint against my mortgage company, Citizens One. I applied for a forebearance on XX/XX/XXXX and I was told the forebearance would end on XX/XX/XXXX. During this time I requested a loan modification in XX/XX/XXXX and I started making monthly payments towards my mortgage again. I have been making monthly payments for 10 months now and I have called Citizens One monthly to get an update on when my loan modification would be completed. I was not given answer and I was always told it would happen soon. Also, I have requested for a manager to call me so I could report my complaint and to get a definite date of when the loan modification will take place and I never received a call back. Recently, I called Citizens One on XX/XX/XXXX requesting a letter stating that my forebearance has ended and they have not sent me a letter. I have a FHA loan and I am trying to refinance my loan to take advantage of the low rates, but because Citizens One will not modify my loan I am stuck making higher payments. My goal is to get a FHA streamline refinance.
Company Response:
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Regarding Citizens Bank, XXXX, XXXX On XX/XX/XXXX I closed my personal savings account after undesirable help at this office. I then filed a complaint with OCC. On XX/XX/XXXX received a reply from Citizens Customer Resolution Dept which did not address my question of why I had to wait 6 days to get my money in cash - I gave them a notice of 2 days but the manager told me I had to wait 6 days - " because that is the way it is ''. I waited and went the 6th day and got my cash. On XX/XX/XXXX I left a messsage for XXXX XXXX - Office of the Chairman @ Citizens in Rhode Island who had sent the first letter. I stated that I had given several days notice to withdraw my money but I felt waiting 6 days was not appropriate. I never received a return call from Ms. XXXX and WE HAVE NEVER PERSONALLY SPOKEN ABOUT THIS ISSUE. On XX/XX/XXXX - received a letter from Ms. XXXX notifying me that Citizens " has elected to discontinue its account relationship with me by closing my husband and mine joint saving & checking account. This checking account has been in existence for at least 35 years with no problems. The closure is effective XX/XX/XXXX or maybe before if they elect to do so. My problem : My husbands social security check, retirement check, pay checks are all directly deposited to this account. We also have multiple automatic payments coming from this account. The closure of this account would be a financial hardship as this is how we get our money to live on. I do not believe that this is ample time to make arrangements at another bank. On XX/XX/XXXX my husband went to this branch to withdraw some of the savings money and he talked to the manager. Her and the teller said that " Mr. XXXX you name is not on those letters- only your wife 's name is. So, what he found out is that they will still do business with him but do not want me! I am sure this is total retaliation against me for filing the OCC complaint. I am very willing, however, to take my name off the checking account if they let everything remain the same and without opening a new checking account to save us switching all auto deposits/deduction to another account. The OCC can not give me any help until they finish their investigation and that could be up to 60 days! We will be sunk without our money. Can you help me/direct me to get some help quickly so as to not let us be without our monthly income. thank you in advance.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A