Date Received: 2021-08-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX : {$1000.00} XX/XX/XXXX : {$1000.00} XX/XX/XXXX : {$500.00} I was scammed out of {$2500.00} for an apartment on XXXX. As soon as I found out I went and filed a police report, printed out all the e-mails and gave them to Citizensbank. Citizensbank turned around and told me there is nothing they can do.
Company Response:
State: MA
Zip: 01801
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello, this is a follow up complaint concerning the same company, Citizens bank. please reference my previous complaint # XXXX. I had received notice from you stating that my complain was sent to Citizens on XX/XX/XXXX. On XX/XX/XXXX I received an email from the Office of the Chairman at citizens, from the same woman ( XXXX XXXX ) I had spoken with previously, who denied my claim twice before. It stated, obviously after getting notifed by CFPB, that she was in receipt of my concern regarding a disputed transaction and that she tried to reach me by phone but was unsuccessfulI. I had not received a call, but responded by email that I wasnt sure why she was calling and to respond by email back to me as I could not reach her by phone either!! Which was part of my complaint. Then on XX/XX/XXXX I received an email from CSPB saying that the company ( Citizens ) had responded that they were still working on my claim. As far as I knew and was told by this XXXX XXXX from the Chairmans office, that my claim was denied so that was not accurate. On XX/XX/XXXX in the mail I received an envelope from Citizens Bank, in it was a blank white paper with Citizens Bank in right hand corner and the date XX/XX/XXXX and my name and address heading in the upper left hand corner. A separate piece of paper followed and it was a check for XXXX!? The top part was the non negotiable agent copy the bottom half showed an official check XXXX, dated XX/XX/XXXX pay XXXX to Me with my address. In the memo it said OLB Claim XXXX which is the claim I filed with them, but for XXXX, not XXXX. There was no explanation of why or what this check was for. I contacted someone from your office to see if there was any further settlement deal etc.. and was told that CFPB still had the complaint as open. This appears to be a payoff of some kind and is Not the full amount that I had lost or requested returned. Once again the communication with Citizens is horrible. I appreciate any feed back on this when appropriate thank you.
Company Response:
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX Citizens Bank used our mortgage payment to purchase homeowners insurance. My agent and I both faxed proof of insurance to Citizens. By the time this was corrected by Citizens it was XXXX of XXXX. In the meantime I continued to make my monthly payment, we have NOT missed any payments. Citizens Bank still has us a month behind on our mortgage from the payment they used in XXXX for insurance. Because of this they are charging late fees and the collections department is calling us weekly. I have just now received another letter from them regarding lack of homeowners insurance. I have had my agent fax them proof of insurance and I have as well. I have called and spoken to a different person every week regarding this. Someone is always going to call me back, no one has ever called. I have left messages for a XXXX XXXX every week since XX/XX/XXXX and she has never returned my call. The only people I can actually talk to are in collections. Once they read the notes on my account they say someone is working on it and will get back to me, As of today no one has called me. There has been no money sent back to me and Citizens has over {$1000.00} sitting in a suspense account that I can see when I check my account on line. I received a letter from XXXX in XXXX stating they had refunded money to me but I have not received anything. THIS IS MY SECOND COMPLAINT! I can not speak to any one at Citizens and am in need of some help. Thank you XXXX XXXX XXXX
Company Response:
State: CA
Zip: 95407
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: TO XXXX XXXX THE XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, I AM HOLDING YOU RESPONSIBLE FOR DAMAGES IN WHICH YOU HAVE CAUSE AND FOR VIOLATING MY RIGHTS FOR NOT REMOVING THESE FALSE INAACURATE INQURIES THAT HAVE BEEN PLACED ON MY CONSUMER CREDIT FILE BY YOUR COMPANY ... .15 U.S. Code 1681b - Permissible purposes of consumer reports ( 2 ) In accordance with the written instructions of the consumer to whom it relates. ( 3 ) To a person which it has reason to believe ( A ) intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer ... ..I NEVER DID NO BUISNESS WITH YOUR COMPANY ... 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In general Any person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ; or ( B ) in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater ; REMEMBER MR.XXXX I GAVE YOU AN OPPURTUNITY TO REMOVE THIS FALSE INQUIRY AND YOU DECLINED ...
Company Response:
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Opened a checking account on XX/XX/2021 and completed all requirements to receive a {$400.00} promotional bonus offer. A few days ago my account has been closed due to a XXXX balance. This XXXX balance auto-closure is not readily available information to public and was never told to me. Coincidentally, it was right as the {$400.00} bonus was about to pay out. I called and spoke to XXXX ( supervisor of technical call center ). Account ending in XXXX
Company Response:
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint about Citizens One Home Loans with the CFPB ( XXXX ) about their irrefutably deceptive behavior over the course of the last year. On XX/XX/2021 after filing this complaint, I finally received a loan modification packet prepared by XXXX XXXX, outlining the terms of an agreement to begin on XX/XX/2021. I signed this paperwork, and it was notarized by XXXX XXXX. ( Commonwealth of Pennsylvania ) On XX/XX/2021, XXXX XXXX signed the same packet on behalf of Citizens, and it was notarized by XXXX XXXX, ( Commonwealth of Virginia ) On XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX sent a letter out to the CFPB and I saying the loan was undergoing a modification with an estimated completion prior to XXXX XXXX, implying the issue had been resolved. The letter also stated that a review of my account shows " many customer service representatives tried to return my calls, they were not answered and the voice mailbox was full and a message could not be left '' This is an undeniably false statement. Not only do I have an unlimited voicemail plan with my carrier, but I have answered every single phone call at every hour of the day and night for the last 14 months and will happily provide phone records confirming material fraudulence. XXXX XXXX called me today, after sending this letter to both me and the CFPB to tell me that despite having a mutually signed and notarized agreement, the modification was still 'going through processing '' and it may or may not be completed by XX/XX/XXXX. I asked her what else needed to be done for the modification to be official and valid, considering both consenting parties signed and notarized the documents, she was also unable to answer my question. When I asked her what further processes the paperwork I and Citizens both signed and had notorized needed to go through to confirm the modification she was unable to answer my question. She said she was not able to confirm my payments would resume on XX/XX/XXXX, as stated in the paperwork both XXXX and Citizens one home loans signed and notarized. Based on these responses, it's hard to tell if the purpose of the paperwork was to run the clock out on the CFPB complaint or to actually create an agreement between the two signing parties. Based on my experiences with this company over the last year and a half, I have no reason to believe this loan modification will go into effect on XXXX first. If past behavior is any predicator of future behavior, I would say there is a high probability they are going to attempt to use vague and obscure technical jargon which they are unable to even define or parameterize as plausible deniability to delay this process even further.
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I called Citizens and applied over the phone for a cashback credit card with Citizens a couple of months ago. The agent told me I was approved to open an account with a {$3500.00} credit limit. I told the agent that credit limit was far too low and not worth having on my credit report, and that I did not want to proceed with opening the account. The agent said she could not stop the process and that I would need to talk to a different department to request a higher credit limit. I said I didn't want the card at all, and I told her I would simply throw away the card and not use it - thereby not accepting the terms. ( I never received a written copy of the terms and conditions until the card arrived in the mail, and I never activated or used the card. Therefore I never agreed to the terms and I am not bound by the card agreement. ) A month later I saw the credit card on my credit report, and I called Citizens to tell them I never activated the card and did not want the account. The agent tried to tell me that once I apply, there is nothing I can do to avoid opening the card. I know that is not true because TILA requires the card issuer to provide a written copy of all terms and conditions, and the consumer can decide not to accept the card after the consumer has reviewed the card agreement. Moreover, I never would have submitted an application in the first place if I had known that Citizens would offer me a paltry {$3500.00} credit limit. ( I have {$130000.00} in available credit across my other credit card accounts. ) I want the credit card removed from my consumer report because every new account reduces my credit score, and I did not want to open this account.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX Citizen 's drafted my XXXX XXXX checking account not only for my mortgage but for a second loan, with a different loan number and different name on the account. So they drafted my account for my correct loan amount of {$3100.00} AND they drafted my account for an additional {$290.00} for a loan belonging to Mr. & Mrs. XXXXXXXX ( not me ). On XX/XX/21 Citizens did the same thing, with the exception of this time Mr. & Mrs. XXXX XXXX loan was drafted for {$230.00}. On XX/XX/21 I contacted Citizens XXXX to explain to them what they were doing and to the get it corrected. After explaining the situation to 4 different customer services representatives, telling the last one who seemed to understand the problem, the name and account number of the incorrect loan draft, which got her to take me seriously. Prior to that everyone thought I misunderstood what was happening or that XXXX XXXX made the mistake. I was told a " Supervisor would investigate and call me back with in 24 hours ''. 72 hours later I had not heard anything from the mystery supervisor, so I called back, explained the story yet again. Gave the account number, account name dates an amount of the drafts of the incorrect loan draft yet again, and the customer service rep said I needed to provide a XXXX XXXX statement showing proof of the drafts coming out of my XXXX XXXX account. Despite questioning why Citizens could not look at the drafts in question and see where they were coming from, I obliged and send in my XXXX statement showing the requested information. Later that day XXXX received a call back from Citizen Customer Service thanking me for sending my statement over and then asking me for my XXXX account number and the XXXX ABA number. Again, Citizens already has this information as I provided them with a voided check originally to set up the auto draft payment for my mortgage. I was driving in the car when I received this call and told the CS Rep that didn't not know the XXXX XXXX ABA number off top of my head. This seemed to fluster her. I asked when I could expect a refund of the {$520.00} that Citizens has mistakenly taken from my XXXX XXXX account that was used to pay someone else 's loan. I was told they would be back in touch with me. XX/XX/21 Still no resolution on this problem. So I emailed Citizens XXXX XXXX Customer Service where I had sent my account statement to previously and I got a response that I should call customer service. I don't have the patience to speak to another Citizens customer service representative. I have spent over 1 hour on the phone with there Customer Service department and given my Name, address and SS # at least a dozen times, yet not once has Citizens acknowledge, forget apologized, for their mistake, for my hassle and aggravation to fixed a problem that their internal controls/audits show have never allowed to happen in the first place.
Company Response:
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I attempted to open an account with Citizens Bank, which had a potential bonus offer of up to {$400.00} ( {$300.00} for deposits of {$500.00} or more and {$100.00} for debit card transactions ). Citizens Bank rejected my application, providing an email, claiming that it was based on my credit report. However, no specific explanation was provided. My credit score is one of the highest in the United States at XXXX, according to XXXX. This appears to be some error or discrimination from Citizens Bank. It's a shame, I have a large amount of money that I was considering depositing.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: A few months ago, I downloaded some credit monitoring apps on my phone and I saw many things that were alarming. I had to addresses associated with me that were never my addresses in Alabama. Ive only lived in Maryland since entering this country. I also saw that there was a student loan from citizens bank under my profile and I havent gone to school in this country ever. I immediately disputed it and XXXX returned and said that I co-signed for a student loan for a person by the name of XXXX XXXX. Although the account reported current, it wasnt mine so I disputed it. The did not remove it. Upon my own research, the two addresses in Alabama were associated with this man ( XXXX search ). Now the account has increased and shows out of deferment. Im terrified this account will ruin my report. Its not accurate. The addresses were removed but not the account. I filed a police report for identity theft and the report number is XXXX for XXXX XXXX county Police Dept officer XXXX
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A