Date Received: 2021-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently paid off my mortgage with Citizens - XXXX balance. No issues there. Then I accidently sent another large payment of $ XXXX ( intended for another mortgage ) to Citizens on XX/XX/XXXX. After realizing my error two days later I called Citizens to notify them and understand their procedure. I was told that since the balance was XXXX, they would be mailing the check back to me. Instead deposited the check on XX/XX/XXXX and posted it to the account under suspense. On XX/XX/XXXX they XXXX out the account again. After multiple calls with no answers, I was told they put it in the mail on the XXXX. It is now XX/XX/XXXX and once again, no check in the mail. After multiple ADDITIONAL calls I still do not have my money. It's not posted to the account, it's not in the mail, it's nowhere and Citizens will not help me. They've put me on hold, they have hung up on me, they have told me a manager would call me back, they have told me its in the mail, etc. This is absurd. No one will help me and the will not give back my money- they have kept it for 19 days so far. Keep in mind, the mortgage was PAID OFF!
Company Response:
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I applied for a {$15000.00} personal loan in 2019 and it was approved at a fixed 14.72 % interest rate for 60 months. The first payment was done on XX/XX/2019. My monthly payment is {$350.00}. However, the amount of interests charged is much higher than the interest stablished in the contract. Out of the {$350.00} payment, between $ XXXX {$170.00} is being applied toward interest every month. When I first noticed this problem on my first statement I contacted the Citizens Bank Customer Service where they explained that this irregularity was due being the first payment and it was going to be readjusted in future payments. Something that appeared nowhere in the loan documents I signed. I've made 25 monthly payments since then and this irregularity has not been resolved. Not just the rate is higher and irregular every month, the dollar amount the credit was going to cost me ( {$6200.00} ) has been overpaid and my balance has decreased less than {$5000.00}. This lender is not respecting the terms of the loan contract and it's using predatory, illegal practices.
Company Response:
State: CA
Zip: 95624
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to get my loan modification finalized by Citizens One Bank Mortgage Servicer. I have contacted XXXX XXXX in regards to their lack of compliance is providing the most up to date information regarding the loan status and balance. A XXXX contacted me from Citizens Chairmans Office to add more frustration to the issue of the loan modification. I thought she was supposed to help but she provided nothing but a further waste of my time. The loan status is still the same as it has been since XXXX if XXXX. I have signed a finalized loan modification paperwork and continue to receive monthly statements showing past due amounts which have negatively impact my credit score with the CARES Act said should not occur. I dont know who else to notify of this issue but its very disappointing that I am making on time payments and the Citizens Banking Institution is not reflecting the correct loan balance and payments that have been made. It concerns me that fraudulent activity could be occurring because I still have not received a monthly statement with the accurate monthly payment amount and instead received one that states I am past due which is nearly impossible since I have been making payments since XXXX XXXX. It is unacceptable for me a consumer to have a binding agreement that is not being fulfilled in any manner legally. In fact what was filed with the courts is not accurately reflecting on my monthly statements and how is that so. That comes off as suspicious and fraudulent activity on behalf of the mortgage company. Whenever I call to ask why its taking so long they provide the same excuse line they have been telling me since XXXX of XXXX. We have to update our system well it should not take 7 months to do that especially when the lender Citizens does not communicate with the consumer advising them of the status and instead saying the consumer is Delinquent on a debt that the consumer has been paying a legal binding amount on. Other Mortgage Lenders are not having these problems and I can attest to that having done the process with another lender that took all of 45 days from beginning to end loan modification and updated loan status reflecting binding agreed payment amount and not impact to credit reporting. I am still waiting for Citizens to send me a updated monthly statement to reflect the amount we agreed to back in XXXX and have yet to hear anything from them about the completion of their supposedly system update. I am going to receive another monthly statement in a few days saying that I am now three months past due which is not true because I have been paying the monthly binding amount. Its very sad they can force you to make an on time payment but dont have to provide on time loan servicing and can harm me a consumer on credit reporting because of their negligence. XXXX XXXX is no help they publish these policies and dont hold the lenders accountable for doing their job leaving the consumer to figure out on their own. Why have XXXX XXXX if they dont want to help consumer and continue to let lenders practice recklessly on behalf of the consumer.
Company Response:
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I paid off my mortgage, on XX/XX/2021 my bill pay accidentally sent another payment to my loan at citizens one bank. Realizing my error on or about XX/XX/2021 I contacted Citizens One and requested the overpayment. Citizens One said they would send another check on XX/XX/2021. Today on XX/XX/2021 Citizens One says they now need to mail me a form to request the monies owed to me.
Company Response:
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I received two emails on XX/XX/2021 from what appears to be from XXXX XXXX The emails contained order confirmation for XXXX XXXX XXXX XXXX. I thought this was a scam for two reason : first, I do not shop at XXXX XXXX for car maintenance needs and second, the email address ended XXXX which I have no idea what company that is. The emails also contained payment information for the Citizens One Line of Credit ( which I never applied for ). I marked both these emails as scam. About two hours after those initial emails, I received an email from what appears to be from Citizens One ( Citizens Financial Group, Citizens Bank, N.A. ). I again marked this email as spam as I never initiated these purchases or applied for a Citizens One Line of XXXX. On XX/XX/2021, the two XXXX consoles from those XXXX orders were delivered to my address. I immediately tried contacting XXXX but there was no apparent number to call regarding XXXX XXXX XXXX Purchases. I tried calling the many different Citizens One numbers but none connected me with a real person.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I called the number listed on Citizens Bank web site as a customer service number to call if you want to close your account. I told them I want my account closed. They said okay. I received emails asking for customer satisfaction after each call. Calls were recorded by the bank I believe. Bank did not close my account. They charged me monthly fees on XX/XX/XXXX and XX/XX/XXXX and now my account is overdrawn.
Company Response:
State: NY
Zip: 13210
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My current interest rate is about 5.9 %. I started the refinance process with Citizens mortgage ( the branch in XXXX Michigan ) back in XXXX of 2021. I supplied my loan officer with every document that they requested. Now we are towards the end of XXXX and I have not closed on my loan yet. Had my loan closed, I would have saved a considerable amount of money. I have requested that either we close or my appraisal fee be refunded to me so I can go to a different organization. Despite my multiple attempts to get a hold of anybody that can help me, no one has responded to my phone calls or emails.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Social Security # XXXX DOB : XX/XX/XXXX XXXX I hereby make a ghost-letter attempt to a resolution on various credit items and/or items of public record that currently show on XXXX, XXXX, XXXX XXXX and XXXX respectively XXXX My position is legal based upon sections of the Fair Credit Reporting Act as well as the Fair Debt Collection Practices Act. These laws are to make sure that a level and fair playing field exist to protect American consumers from abusive reporting procedures on credit reports, as well as illegal and deceptive collection practices. I stipulate at this time that are no condition am I making an identity theft claim or accusation, so I demand that policy be adhered to by all creditors and respective credit reporting agencies. Amended consumer rights Fair Credit Reporting Act Public Law XXXX XXXX. 1681 : XXXX XXXX XXXX Fair Debt Collection Practices Act : XXXX : XXXX CREDITOR CONTACT INFORMATION : CITIZENS BANK XXXX XXXX XXXX. XXXX, CT XXXX ( XXXX ) XXXX ACCOUNT # XXXX THIS PROBLEM OF LATE PAYMENTS OCCURRED FROM MY MOVE TO TEXAS , I SIMPLY WAS NOT RECEIVING MY STATEMENTS. I RESPECTFULLY REQUEST THE LATE PAYMENT DELETIONS. PLEASE UNDERSTAND MY SITUATION DURING A DIFFICULT MOVE TO TEXAS. Please be advised that this is not a dispute, but a request to review the above listed tradeline, collection or item of public record. I realize that your job as a subscriber to the affiliated credit reporting agencies is a valuable service to the credit community, but as there are over XXXX, ( XXXX ) individuals just in the United States alone that depend on fairness on credit reporting, and mistakes do happen. At no time consider my objective to be a dispute against any of the bureaus, XXXX, XXXX, XXXX XXXX and XXXX respectively. I believe all medical collections if applied against me, should be removed without exception. However, I will negotiate any of those encumbrances if the collection is legal on its merits. I also request the deletion of tradelines if any prior payment histories have been removed or cut from my credit bureaus. In most cases, the 84-month timeline is valid, and my account, if showing a late payment within that 84-month timeline means under FCRA that the account should be removed, or if still a current account, brought to positive status. I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act by-laws as mandated. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. I especially desire compliance under the 84-month timeline for deletion of negative information, with the deletion of the account details altogether. My dispute is quite specific in the exception area posted below : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ], Section 609 of the Fair Credit Reporting Act ( FCRA ), Disclosures to consumers [ 15 U.S.C. 1681g ] ; Section 610 ( a ) ( 1 ) [ 1681h ], and 611. I am posting this dispute through the Consumer Financial Protection Bureau, the governing body of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. Please respond to this dispute within 30-days as mandated within federal guidelines. Sincerely, XXXX XXXX
Company Response:
State: TX
Zip: 77365
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Social Security # XXXX DOB : XX/XX/XXXX XXXX I hereby make a ghost-letter attempt to a resolution on various credit items and/or items of public record that currently show on XXXX, XXXX, XXXX XXXX and XXXX respectively . My position is legal based upon sections of the Fair Credit Reporting Act as well as the Fair Debt Collection Practices Act. These laws are to make sure that a level and fair playing field exist to protect American consumers from abusive reporting procedures on credit reports, as well as illegal and deceptive collection practices. I stipulate at this time that are no condition am I making an identity theft claim or accusation, so I demand that policy be adhered to by all creditors and respective credit reporting agencies. Amended consumer rights Fair Credit Reporting Act Public Law 15 U.S.C. 1681 : https : //www.consumer.ftc.gov/articles/pdf-0111-fair-credit-reporting-act.pdf Fair Debt Collection Practices Act : https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text CREDITOR CONTACT INFORMATION : RBS CITIZENS NA XXXX XXXX XXXX. XXXX, CT XXXX ( XXXX ) XXXX ACCOUNT # XXXX THIS PROBLEM OF LATE PAYMENTS OCCURRED FROM MY MOVE TO TEXAS , I SIMPLY WAS NOT RECEIVING MY STATEMENTS. I RESPECTFULLY REQUEST THE LATE PAYMENT DELETIONS. PLEASE UNDERSTAND MY SITUATION DURING A DIFFICULT MOVE TO TEXAS. Please be advised that this is not a dispute, but a request to review the above listed tradeline, collection or item of public record. I realize that your job as a subscriber to the affiliated credit reporting agencies is a valuable service to the credit community, but as there are over 300,000,000, ( 300M ) individuals just in the United States alone that depend on fairness on credit reporting, and mistakes do happen. At no time consider my objective to be a dispute against any of the bureaus, XXXX, XXXX, XXXX XXXX and XXXX respectively. I believe all medical collections if applied against me, should be removed without exception. However, I will negotiate any of those encumbrances if the collection is legal on its merits. I also request the deletion of tradelines if any prior payment histories have been removed or cut from my credit bureaus. In most cases, the 84-month timeline is valid, and my account, if showing a late payment within that 84-month timeline means under FCRA that the account should be removed, or if still a current account, brought to positive status. I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act by-laws as mandated. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. I especially desire compliance under the 84-month timeline for deletion of negative information, with the deletion of the account details altogether. My dispute is quite specific in the exception area posted below : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ], Section 609 of the Fair Credit Reporting Act ( FCRA ), Disclosures to consumers [ 15 U.S.C. 1681g ] ; Section 610 ( a ) ( 1 ) [ 1681h ], and 611. I am posting this dispute through the Consumer Financial Protection Bureau, the governing body of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. Please respond to this dispute within 30-days as mandated within federal guidelines. Sincerely, XXXX XXXX
Company Response:
State: TX
Zip: 77365
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My husband passed away and Citizens bank began charging really high fees for an overdraft count and did not notify me of the overdraft charges. I asked them to remove the charges nd close the account. They would only remove 2 which is not fair to me. I did not know it was negative.
Company Response:
State: MI
Zip: 48111
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A