Date Received: 2023-11-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023 {$10000.00} was withdrawn without our authorization from my husband and I joint account. The claim was made through Citizens Bank ( Claim # XXXX ) and a police report was filed through XXXX Massachusetts PD. The police officer then contacted both parties involved, Citizens Bank and the bank that the money went to, XXXX XXXX XXXX XXXX, in which XXXX XXXX XXXX XXXX reported on XX/XX/2023 that the check was fraudulent and the funds were allotted back to Citizens Bank. The police officer then spoke to a citizens bank and was told via email on XX/XX/2023 that the funds were going to be allotted back into the account within 5-7 business days. I have personally called the Citizens Bank claims department weekly since XXXX to check in on the claim and have yet to be given the money back. The representatives with Citizens Bank have no information to share that is consistent with what was stated to the Police officer on the case. The representatives at the claims department proceeded to tell me that it could take a year to get the money back and that is just how this works.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Closing on a mortgage
Subissue: Changes in loan terms during or after closing
Consumer Complaint: Dear CFPB, I am writing to submit a formal complaint regarding my recent mortgage experience, which has left me deeply dissatisfied and concerned. The issues I encountered relate to Citizens and their handling of my mortgage application and closing process. Unexpected Payment Increase : On the day of the mortgage closing, approximately an hour and a half into the process, I was informed that my mortgage payment was going to increase by over {$400.00} per month. This unforeseen and substantial increase was both shocking and distressing, especially after going through a nearly four-month mortgage application process. At no point during this extensive period was I made aware that such a significant change in my monthly payment was even a possibility. Lack of Transparency : I was clear from the beginning about my budget and financial constraints. This increase came as a complete surprise and left me feeling deceived and uninformed. Had I been aware of this possibility in advance, I would have explored other lenders and their offers to make the most informed and responsible decision regarding my mortgage. I was presented with a mortgage only option and encouraged to stop shopping to avoid losing out on a lower rate that fit into my budget. I am seeking your assistance in addressing these issues and ensuring that my rights as a consumer are protected. I request a thorough investigation into the practices of Citizens and that appropriate actions are taken to rectify the situation. I would like to explore potential solutions that align with the original terms and my budget. I trust that the CFPB will take my concerns seriously and work toward a resolution that upholds the principles of transparency and integrity in lending. Your prompt attention to this matter is greatly appreciated. If you require any additional information, please do not hesitate to contact me at XXXX or XXXX. Thank you for your assistance in resolving this matter. Sincerely, XXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I checked my online account and noticed XXXX was fraudulently withdrawn from my citizens savings account on XX/XX/XXXX. I contacted citizens multiple times and they kept saying they are looking into it and couldn't provide updates. I have spent hours on hold with no luck. I was finally told today they closed and denied it but the rep couldn't say why and guessed it was because I waited to file. I filed the day I found out about the transaction. I have been calling XXXX and the details that show up are " XXXXXXXX XXXX XXXX XXXX' I have tried calling XXXX and they are saying I need to have citizens contact them and can't help me. Citizens bought out my account from XXXX. I have done nothing with the account since it was bought out. This is bad banking. There is no way they got the account information from something I did. I have never accessed the account in any capacity or wrote down any banking information. This has to be a citizens internal security issue that someone was able to easily access my funds and transfer such a large amount.
Company Response:
State: MN
Zip: 55124
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XX/XX/2023 I contacted citizens bank about my online account profile being locked. Customer rep. said that I will receive letter explaining the closure of account. In the meantime I didnot receive the letter so I contacted them on XXXX XX/XX/2023. They again said that I will receive letter in my mailbox. It has been 12 business days and I have not received any letter yet. Before that I deposited two checks and were confirmed to be cashed by the bank. I have any received any refund check yet as well.
Company Response:
State: NJ
Zip: 08902
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX deposited XXXX checks from a settlement {$4100.00} & {$2700.00} Next day they put my account on hold. Saying i will be receiving a letting the mail for the funds. When i deposit the funds it told me it will be available next day but i woke up to a locked account. Debt card off & online access cut off. When i got the letter it told me my funds will be available on XX/XX/XXXX. On XX/XX/XXXX i called it they sent my account to review ( it's no way to to contact the back office they only email them ). They said i should be getting another letter in the mail. I got the XXXX letter and it told me my money won't be released until XX/XX/XXXX. Due to they think it's a fraudulent check. I went to the branch to provide the settlement documents & proof of the checks. They said it's nothing they can do because back office locked the access to the account. I spoke to XXXX person they told me best option was to speak to my lawyer to have them stop payment the checks and reissue a new one. When i contacted my lawyer to contact the people I sued the other party stated the funds have been already cleared out their account it's my bank that's not wanting to clear the money. When i called back the XXXX told me they think the money is going to bounce back that's why they didn't release your money although it cleared. It's been a month. I even try to set up a conference call with my lawyer their lawyer and the other party so they can clear my checks they said they will not speak to nobody that i have to wait until they feel like reaching out again. The checks have now been cleared from XX/XX/XXXX with the proof attached from the other party showing the checks cleared on their end.
Company Response:
State: NY
Zip: 10472
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have been trying to get approval on a loan modification from Citizens loss mitigation since 2021. I have applied and been rejected and then appealed and then rejected, and have applied again in the past few months. They keep asking me for documents that I have already provided, or keep requesting for new pay stubs or asking for consecutive pay stubs even though I already told them repeatedly I do not have consecutive pay stubs. The result is that my application timeline runs out and they reject my application, moving me closer to foreclosure. I can not take it anymore. It is not only unprofessional, but grossly incompetent.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: They are reporting late payment and it is making my score drop. It was supposed to be automatic out of my account. They admitted and apologized but said they cant do nothing about it to contact credit company. I need this off my credit. I have never been late on none of my payments. They made the mistake
Company Response:
State: UT
Zip: 84770
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. XXXX, XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information. Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
Company Response:
State: RI
Zip: 02860
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX and XXXX ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. I am opting out of your reporting services.
Company Response:
State: RI
Zip: 02860
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I'm trying to open an online account with Citizens Bank. It asks for personal information - Social Security number, birthday, etc. But when I enter my the information, it does NOT hide my typing with *** asterisks *** as it should. I don't have internet at home and use library computers where anyone walking by can see what I'm typing ; also, librarians can see my screen from their computers in the office. This is VERY insecure and puts the customer at risk of having his identity stolen. And it's probably illegal. Doesn't the law require banks to safeguard customers ' private information? When Citizens informs me that this problem has been fixed, I'll open an account online. If Citizens refuses to fix this problem, or tells me that I must waste my time going into a branch to open an account, I will file further complaints with the XXXX and AG.
Company Response:
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A