Date Received: 2021-07-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XX/XX/2021 I reported unauthorized fraud in the amount of XXXX, it was legitimate fraud and my claim was denied. I am owed this amount by XXXX
Company Response:
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-18
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I was a victim of a fraudulent job scam. I deposited a check the check bounced the bank froze my account I called them this happened on XX/XX/XXXX the check was XXXX. I called and spoke to several people telling them what happened they were inhuman taking all my IRS payments, stimulus money XXXX to settle the debt. They cleared a fraudulent check. I paid through XXXX I begged them to help me and not take all that money in a matter of days they recouped by taking everything that came their way. Let me and my children with XXXX nothing to live on. The Citizens bank should not clear checks in full amount until they have their funds. The XXXX XXXXXXXX XXXX XXXX should compensate me.
Company Response:
State: NY
Zip: 13905
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Citizens One obtained a copy of my credit report on XX/XX/2021 - without my permission. The FCRA states that inquires made without " permissible purpose '' can be removed. Additionally, the FCRA states I can sue for damages up to {$1000.00} for pulling my credit report without my permission. Upon contacting XXXX, they were unable to provide proof of my signed approval for them to pull my credit report.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2021-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: RE : Citizens Bank All paperwork had been filed and initial discloser issued XX/XX/2021. Pre approval was provided, a commitment was made XX/XX/2021. It took over 45 days to be engaged by their independent appraiser. the appraiser within close to a week provided an appraisal on XX/XX/2021. XXXX XXXX reached out to complete some paper work on XX/XX/2021 and the required information was provided that day. I have reached out several times with no response to everyone that had communicated with at Citizens. I reached out several time again. XXXX XXXX is now the XXXX XXXX contact of who I tried contacting, but no response again. A month after being notified that XXXX XXXX was the new contact, I received one email stating he was " looking into it ''. I finally reached him by phone and there was no examination other than having to review my credit score ( NOW 6 MONTHS LATER ) and they weren't processing any refinances. I do not know what to do. I was setting up a refinance for lower monthly payments, lower interest and relief from the pandemic financial hit. I'd like to use another bank, but Ive paid for the appraisal and exhausted a lot of time. Please assit me in finding a resolution. Thank you. XXXX XXXX XXXX
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my second income during the pandemic and my spouse left me. This caused a drastic change in my finances. I called and was placed on a forbearance plan sometime early last year. Of note, there was no mention that when I did a forbearance all of the missed payments would come due at once. I had no idea. This is on me, but it would have been nice for the loan servicer to be proactive in stating that. Also, of note whenever you speak to loss mitigation you are transferred to a new department and the workers never understand what I need or how to help me, even though the previous department understood clearly. When my forbearance ended and I realized I had to pay the full amount I applied to have my payments moved to the end in a balloon payment. No other options were presented to me and I didn't know to ask for anything else. This was " approved '', but has been ongoing for 9 months. I was told to resume making my monthly payments or have late charges assessed multiple times, including on XX/XX/2021. Other times you are told you are in forbearance and will not have late fees or negative credit impacts by missing the payment date by a few days. For instance, I had to spend all day trying to find {$200.00} to make todays payment ( XX/XX/2021 ) as I was told I would have a late fee of XXXX and be reported to the credit bureau at the end of the month. I also spoke to one customer service representative who told me I did not have any other remedies as I had already accept the first loan modification. Again, this was not explained to me. I knew I was asking for a balloon payment, but I did not know that I was barring myself from other assistance. When I called today, like often occurs, I am told completely different stories. What obligation do these companies have to provide accurate information when the only access you have to the companies are through their own hired representatives. Today I was told I could ask for loan modification for interest rates, payment amounts, loan lengths, etc. even though yesterday I was told that was not an option. I am transferred again to loss mitigation who tells me I can't do anything because my loan is not current. I have now made 5 monthly payments in 2021. Why is my loan not current? The only reason it is not current is the company " has to process it on their end. '' I would love for it to be current so I could move forward with payment and exploring other remedies, but they have held me XXXX in this limbo for months. Now my payment has gone up {$500.00} a month due to my escrow account. I need to work on interest rates, loan terms, etc. but I can not. If I can not pay the loan hardly as it is, it's wild to think they can increase payments by 17 % and that I could pay that.
Company Response:
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I hold three accounts with Citizens Bank -- a personal checking account, a business account, and an estate business account. In early XXXX, I had a vendor refund me {$3000.00} for a deposit I'd made over a year prior. When I requested the refund, I forgot it was to the business account, and didn't realize that account had been charged off due to having gone to a negative balance, as I was not using it much anymore since the estate had been fully probated. Since the estate account was closed, the refund went into limbo. I called the bank a couple of times but was told rather rudely and dismissively that once an account is closed, they no longer track any attempts to deposit to it, and that the refund would bounce back to the vendor, and I should resolve it with them. I attempted to do this, but the vendor had no such indication of the refund returning to them. I went back to the bank, and was repeatedly told by various employees that they were not in the practice of keeping records of attempts to deposit to a closed account, and that I should take it up with the vendor and leave them out of it. The vendor continued to insist they had no sign of it bouncing back to them. The following week I went into a branch and insisted that an employee dig deeper, given the amount of money involved and the fact that they must be able to track some indication of what happened when the attempted credit was made. Sure enough, the employee learned the bank did, in fact, have record of it -- and had already deducted the roughly {$200.00} to compensate themselves for the negative balance in the estate account at the time it was charged off -- a negative balance consisting largely of overdraft charges. Because I had requested the refund in the first place due to a personal financial crunch, my main personal account balance was now also running very low. I asked the bank employee if they could quickly deposit the remainder of the {$3000.00} into my primary checking account, and he requested internally that that be done. However, he received a response that they would have to issue me a check and mail it to my home. I was promised on XX/XX/XXXX that it would be sent immediately. The following week, I did not receive the check, so I followed up, and was told it would be the next week. The next week came and went, and nothing arrived, so I checked again. This time I was told there had been a " computer glitch '' that caused the check to never be created, and the process would have to be initiated again. The employee requested internally that they either do a direct deposit or XXXX the check to me, but was declined for both. So I was promised I would receive it in the mail promptly. On XX/XX/XXXX, I still had not received anything, and asked again -- the employee I'd been dealing with at the local branch looked into it again, and was told again that there'd been some mishap, and the check had never been created. All this time, due to my low account balance in the first place, my account went negative, and I received an inordinate number of overdraft charges totaling several hundred dollars ( I will get you a grand total when this is all over ). I asked the employee if these charges would be reversed, given they were all the result of their own series of errors and complete inability to get me my money in a seven-week dragged-out time frame -- even after they wasted no time in deducting their own {$200.00} from it for the prior overdraft charges. He told me it was unlikely they would refund more than perhaps one of them. As of today, I still have not received my money, but have been charged hundreds in overdraft fees. It is not a complicated issue to resolve, and feels like they intentionally slow-walked it to cause more overdraft fees to be incurred. I do not believe this is lawful behavior by a bank and wish to see it investigated.
Company Response:
State: PA
Zip: 19083
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citizens bank have overdraft my account over a claim for a vehicle worth XXXX and now is been a weeks since they took my money I had XXXX in the account at that time and I received my unemployment money for XXXX and they took it they left me with no money what so ever I have placed numerous calls and complaints they gave done nothing the y don't care
Company Response:
State: MA
Zip: 02119
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This concerns my Safe Deposit box. On XX/XX/XXXX I went to Citizens Bank to access my safe deposit box. I was told it was in either XXXX or XXXX. A year or so ago I received a letter stating that due to remodeling, the safe deposit boxes were going to be off-site. I believed this was temporary. I never dreamed it was permanent. I requested that it be sent back to the bank for me to access. I wrote to the CFPB the next day. Unfortunately I mailed it to an old address, so when it came back 10 days later ; I re-mailed it to you. I checked weekly to ask where it was, just to be told it may take two weeks or so. Just today ( XXXX XXXX ) I stopped in and they apologized, saying they had talked to someone but were awaiting an E-mail stating that it was sent but hadn't gotten one yet. One month. I then told them that when it comes in, my wife ( who is co-owner ) would stop in with the key. They said no key was needed, it would be sent in a secure bag. It was ONLY THEN that I realized that they had access to the contents without me being there! I actually though that they were going to send the box up to the bank for us to access. What is the point of a safe deposit box that is accessed by other than the key holder? Just wanted to send an update.
Company Response:
State: PA
Zip: 17022
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I applied for a Graduate student loan with Citizen 's bank in XX/XX/2021. The representative on the phone gathered my personal information as well as my father 's ( co-signer ) and filled out the document " Student Loan Application/Promissory Note '' with all of the details we discussed. However, the representative filling out the document mistakenly checked off the box for " No deferment/Immediate Repayment '' even though it was made very clear that I would like to defer my loan since I do not graduate until XX/XX/2021 and will not have the financial means to pay it back. Although it is true that I did review and sign this document myself, I had trusted that the representative had filled out the form correctly. In addition, the box that was " checked off '' with the X on the document was filled-out electronically. So the " X '' wasn't even in the box! It was misaligned and hovering above the box, making it very easy for someone to miss! Citizens bank uses XXXX XXXX to handle loans in re-payment. So last month I was notified that I had to repay my loan starting XX/XX/2021. When I called XXXX to ask them about this, they said that this could be corrected as long as my school sent them a signed document stating my graduation date. I was told this would ensure loan deferment until after I graduate. Several weeks went by and I noticed on my XXXX account that I was still required to pay back the loan on the XXXX. I called again, XXXX confirmed that they received the document from my school, and they assured me that it would take several business days until I would see the deferment status on my online account. Today XXXX XX/XX/XXXX ) I noticed that I still had a payment due on the XXXX. I called XXXX and that's when they told me my request for deferment was actually denied because when I filled out my citizens bank loan document, I was the one that checked off " No deferment/Immediate repayment '' which is a false assumption because the representative at citizens was the one that made this mistake. So I called citizens bank today so straighten this out, and they told me that there's nothing they can do because I was responsible for reviewing the documents before signing them. But how can I do this when the check marks on the document are not clear? And shouldn't representatives be competent enough to not make huge errors like this? What they should do is pull up the recording of that phone call and hear me tell the representative that I want to defer my loan. They should honor my original request and take accountability for their mistakes.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: i have viewed my consumer credit report and notice some unathurized inquries that has been placed on my account on XXXX by XXXX XXXX XXXX Under 15 u.s. code 1681b-permissle purpose of a consumers report ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) in accordance with the WRITTEN INSTRUCTIONS of the consumer to which it relates. I XXXX XXXX never gave XXXX, XXXX AND XXXX_any written consent to report anything on my consumer report, NO consent is identity theft .a copy of the law is attached along with this dispute letter. and to add on the 3 major reporting bureaus are also at fault due to the fact that their are well aware of the following subchapter 15 u.s code 1681b ( a ) ( 2 ) ... I AM ASKING THE CREDIT REPORTING AGENCY TO PRODUCE A CONTRACT BETWEEN ME AND THE CREDIT REPORTING AGENCY LISTED IN THIS AFIDAVIT SHOWING THAT I GAVE YOU PERMISSION TO FURNISH THIS REPORT IN THE FIRST PLACE ... BY CHANCE THAT YOU DO HAVE THIS CONTRACT I WANT A SENIOR EXECUTIVE STATING THAT I GRANTED MY PERMISSION TO FURNISH THIS IN THE FIRST PLACE ... PLEASE DELTE THESE INQUIRES
Company Response:
State: FL
Zip: 33168
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A