Date Received: 2021-07-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2020 I sold my condo and during the closing my HELOC with Citizens Bank was paid off and both the HELOC and associated checking account was closed. I have had a credit score of XXXX for years, and now suddenly it's plummeting every month because Citizens has reported the checking account as delinquent for some overdue payment. I have called customer service and they told me no accounts are showing as open and that I had to send an email to a seemingly unmanned email address " XXXX '' which I did. I have followed up three times and get no answer. Meanwhile, every month my score drops by XXXX points. I wanted to buy a new home, now I can not. Calling Citizens Bank customer service is a multi-hour affair always, and the email address is a complete void. I have spent at least 15 hours on this and can not get anywhere with them, they just don't care. They're basically ruining my life and I have no recourse. No one will help.
Company Response:
State: NY
Zip: 11206
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hello, I don't have documents about my main problem, but please help me. I was coerced by my XXXX parents, in XXXX, to close the only checking account, at age XXXX, that has ever belonged to me only. I have always been a 100 % law-abiding, responsible adult, I have a XXXX XXXX XXXX, and have become financially independent, free of debt, always paid my rent on time, about 4 months ago. My monthly income is pitiful -- $ XXXX/month. I need your help because, in XXXX, my mom lied to me, and to her bank, who did nothing to protect my rights, nor will they ever without you helping me. My only choice was to comply with my severely XXXX parents ' demand to leave my bank since anything else = I would have been XXXX, and parents never caught. I will not die! My mom, whom I still trusted, broke the law, planned ahead of time for gratification, resulting in establishing a checking account in BOTH OF OUR NAMES at the nearest branch of Citizens Bank, who set up this account, without any proof of my consent or presence, and never once notified me. For nearly 10 years, I had no way of knowing MY OWN MONEY WAS IN AN ACCOUNT BELONGING TO MY MOM! This bank, which has no customer service number answered by a live human, did this despite knowing I was an independent adult. The debit card I have even says only my name. I asked at the nearest branch, a few years ago, if I had the right to close this account without my mom present and consenting in person. I don't. Hello?! This can not be legal! I was also told that day that my mom does have the right to close this account alone, and Citizens Bank said she wouldn't even need proof of my consent, or even existence. The reason I found out this degrading XXXX was by accident. A few years ago, I ordered new checks -- {$27.00} for the tiniest number of the cheapest, ugliest checks I was told were my cheapest option at a nearby Citizens Bank branch. When I opened the box, I saw my mom 's name and mine ON MY OWN CHECKS! THIS IS HOW I FOUND OUT -- the clerk who ordered them placed the order according to what his computer screen said -- never said anything, until I suffered the drive to that branch, where I cornered that same clerk, who told me the truth. By then, I had already been tricked, by my mom 's millionth expert lie anyone would have believed, at XXXX. This lie, today, = I pay a huge amount of rent to physically violent millionaires in whose 2nd house my cat and I bravely live as prisoners in a rural area. I have no way to get to this bank. We avoid being XXXX by zero contact with the two criminals who hold us captive, and so no longer suffer multiple daily terrifying threats and other illegal abuse. But this means no way to get anywhere, and I will only succeed in escaping with my cat by continuing refusal to spend one second with my mom. THERE IS NOTHING I CAN DO. NOT ONE SINGLE ADULT WHOM I HAVE BEGGED FOR YEARS HAS EVER CALLED THE POLICE. My only friends, who know everything, completely unable to be harmed by my parents, don't live anywhere near here. I do not have the huge amount of money necessary to rescue us by myself, nor do I have the option of contacting police, especially since my older brother is a police officer, will never believe me, yet believes every sociopathic lie of my parents. In other words, since my brother 's police district is really close by, he will do something to harm or XXXX me I can't prevent, upon ever hearing of any report or call I could ever make -- and I WILL be overheard by at least one of these violent criminals. I have NOWHERE to go. I CAN'T DO ANYTHING -- PLEASE HELP ME!
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I attempted to set up an online checking account with Citizens bank. While finalizing the application, the website crashed and returned me to the beginning of the application process, so I completed it again. This had the effect of opening up two bank accounts, and two {$1000.00} withdrawals were made from my XXXX XXXX XXXX XXXX XXXX ( XXXX ) checking account in order to open both Citizens checking accounts. The withdrawals were made on XX/XX/XXXX and XX/XX/XXXX. One of the two Citizens bank accounts was opened correctly and the withdrawal was deposited into it. The other account was improperly opened, and the {$1000.00} opening deposit, which was withdrawal from XXXX, never arrived in this account. The account that was not funded was opened in my name with the correct address, however, my Social Security Number ( SSN ) was not attached to the account, which is most likely due to the application crashing. Because there were two Citizens checking accounts in my name and one of them was not associated with my SSN, my online account was locked, and it took approximately two weeks to receive full access to it again. During this time I was unable to know whether the second withdrawal had been deposited into either of my Citizens bank accounts. In the process of gaining access to my online account, the checking account that was not tied to my SSN was deactivated, and the opening deposit for that account should have been returned to XXXX, since there was no longer an account for it to be deposited into. At this time I was informed that the money that had been withdrawn from XXXX was simply being processed and would be returned in 5-30 days. The stated reason for the wide range of times was that it may take some time for now deactivated account to fully close. After this time, the money had still not been deposited back into my XXXX account, nor had it ever been deposited into either checking account at Citizens. At this time I got back in contact with Citizens bank regarding the issue, and a customer case was opened with Citizens bank. They were unable to locate the missing sum, so I reached out to XXXX in order to obtain more information about the transfers. XXXX provided me with a TRACE ID for each transfer, however, the IDs provided did not match records at Citizens bank, nor the records of the transfer to funded account ( see emails for details ), which was successful. After more discussion with a manager in a Citizens ACH department, and the banker I had been working with through this issue, I was advised to file a claim with XXXX ( Please see attached letter XXXX. However, when I attempted to open a claim, I was informed by XXXX that I was approximately 2 weeks past the 60 day limit, since I contacted XXXX regarding opening a claim during the week of XX/XX/XXXX. I was not advised by either institution to file a claim until after the 60 day limit was already past. After being unable to file a claim, I attempted to gather more information in an attempt to resolve the issue and get my missing {$1000.00} returned to me. Through further communication with XXXX, I learned that XXXX XXXX XXXX was the Originating Depository Financial Institution ( ODFI ) for the two withdrawals made by Citizens when I opened the two accounts. I emailed the individual I had been in contact with in the ACH department this information hoping that it would allow them to resolve the issue of the mismatched TRACE IDs, however, no response was received. I have been in contact with XXXX and Citizens repeatedly over the course of more than two months in an attempt to recover my missing money, however, I have been unable to make any progress. I have included relevant emails, transfer and account information, and a signed letter from a Citizens banker in this document. Please feel free to contact me as I would be happy to provide any additional documentation or information.
Company Response:
State: NY
Zip: 14623
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: On Saturday XXXX XXXX at XXXX XXXX a Check was A check was deposited for {$2800.00} a receipt came out and said please contact your financial institution from the ATM machine in XXXX NY without any further explanation from Citizens Bank nor any other employees the check is missing and not credited properly to the account. On XXXX XXXX : Then on XX/XX/2021, all of our utilities were do water bill electric bill Wi-Fi bill which is cable roughly $ XXXXWe pay all of are utilities in one package and now they are all late! {$75.00} late payment fee! so far, it's XX/XX/2021 and the check is still not in the account we've been getting the runaround several phone calls have you even talked to the manager at the bank at XXXX Citizens Bank which is located just South of XXXX NY absolutely nobody 's done the darn thing! My company name is XXXX XXXX XXXX edit My Profile Last logged in on XX/XX/2021 at XXXX XXXX Made another Phone call on XXXX XXXX and they said sorry we can not do a thong! statements Unavailable Please be aware we are currently experiencing technical difficulties with eStatements. Technology teams are working to recover services as quick as possible. We apologize for any inconvenience this may cause.
Company Response:
State: DE
Zip: 19901
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been in my home since XX/XX/XXXX and have never missed or paid a payment late. My credit score is XXXX last I checked. I have requested that PMI insurance be eliminated from my payment, but XXXX XXXX XXXX XXXX refuses. They made me pay {$100.00} for a Broker 's Opinion on or about XX/XX/XXXX, but the value only came in at {$300000.00}, and although I paid for the opinion, they did not give me a copy or any of the supporting comps documentation. The broker that prepared the opinion is from the XXXX area ; three hours away from XXXX, TX where I live. Citizens One states I need to have a balance owed of {$240000.00} or less to have the PMI removed. I owe {$250000.00} on my mortgage ; there is no other mortgages on the house and at that balance, my loan to value is 84.2 % ; the XXXX needs to be 80 % or less. In XX/XX/XXXX, I received my XXXX Notice of Appraised Value from the Central Appraisal District of XXXX XXXX ( Texas ) and they indicated my tax value is {$330000.00} which correlates to a XXXX of 77 %. When I requested Citizens One to review this, they just sent me the same letter they did after the Broker 's Opinion. If XXXX County believes the values in the area are higher based on sales they have seen in the area, then they know more than some broker located in XXXX that is not familiar with this area. All I want is the PMI removed. I have paid XXXX years perfect ; nothing is going to change.
Company Response:
State: TX
Zip: 79602
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened my account w citizens in XXXX online through the link that promised me XXXX if I met all the requirements which I did and another XXXX dollars for every debt card transaction for the first 60 days up to XXXX dollars. Amount was supposed to be paid to me XX/XX/30, still have not gotten my bonus, customer support is awful.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I was purchasing a video game console through XXXX 's XXXX XXXX XX/XX/XXXXprogram through XXXX, which requires you to obtain a line of credit through Citizens. Citizens handles the lines of credit for this program for all retailers offering it. When starting the Citizens application it is stated that the product is held while the application is being completed and processed. I finished my application and was immediately approved. This was all on XX/XX/2021. Today on XX/XX/2021 I get a message from Citizens saying that my order was cancelled because there was no inventory available. There is now a hard inquiry on my credit report, as well as an open credit account under my name that can only be used for this program with the retailer I had gone through. All official sources for this program designate Citizens as the support channel for this program. It was fraudulent for them to let me go through this process of applying for a credit account for a product that was reserved for me, but not actually available, and to now have this stain on my credit report.
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Citizen 's One offers a line of credit to purchase a XXXX XXXX XXXX. In which they do a credit check which affects your credit score. But also do it even if the item is sold out and then they will cancel the order. Still leaving your credit affected but with no item to show for it or a actual use for the credit they gave you because the items are sold out and can't just be repurchased.
Company Response:
State: MI
Zip: 48035
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I had applied for credit with XXXX under their " XXXX XXXX XXXX '' program which offered me a line of credit through Citizens One. The understanding was the credit was offered due to product which was currently in stock and available. I went through the full approval process, which included a hit on my credit report and received confirmation that the credit was approved and my order was processing. After 10 days of no communication, I received a generic message letting me know that my order will not be fulfilled because there was not enough stock to fulfill the order. This left me with an unusable credit line, a hit on my credit report and not product that was implied to have been in stock and available. The retailer this was with was XXXX.
Company Response:
State: CA
Zip: 91792
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I ordered an XXXX XXXX XXXX by way of XXXX XXXX XXXX through XXXX on Wednesday, XX/XX/2021. Citizens One is the credit lender for XXXX XXXX. XXXX is supposedly the company fulfilling orders. The website processed my application and order. My credit was checked, I received an email from my credit monitoring service confirming so, and I was approved for the credit. I received a confirmation email with an order number and shipping information. The XXXX was to be delivered on XX/XX/2021, and an email would be sent when the package shipped. I was also provided a link in the original confirmation email to the customer service portal for XXXX XXXX Access through XXXX at XXXX XXXX XXXX This website showed my order as being prepared and a delivery date of XX/XX/2021. It infIt still shows the same information today XXXX XX/XX/2021 ). I then received an email from Citizen One with instruction on setting up my account. I followed the instructions immediately and my account showed a line of credit of {$2500.00} with {$1600.00} available. The total cost of the XXXX package was {$900.00}. However, there was no transaction history or line of credit balance. I did not receive any further emails during the following week, and there were no updates on the customer service portal. I decided to reach out to XXXX on XX/XX/2021 via the portal to determine if there were delays in shipping since no updates had been produced. I received a confirmation email that a ticket had been opened, yet no other communication. I then received an email the following day, XX/XX/2021, late in the afternoon, from XXXX saying my request was received and they would follow up if additional information was needed. No further communication. I then decided to call the various numbers provided on the portal page and reached Citizen One. They said my order went through, but they had no way to know how it was being processed as they only provided the credit. The first person transferred me to another department at Citizen One who told me the same thing adding that there was nothing I could do except wait. Normally, I would not have a problem with waiting, but the fact that I had a line of credit with no product in hand and no communication from the company I purchased the product from had me concerned. Still, I had exhausted all of my options. Today, XX/XX/2021, I checked my account on Citizen one and my available credit is now {$2500.00} out of my {$2500.00} credit limit. I then received a text message from Citizen One informing me that XXXX was out of stock of the XXXX XXXX XXXX and that my order had been cancelled. The only option is to switch my order to an XXXX XXXX XXXX which I do not want as it is not the product I ordered. I also do not trust that they would deliver on that, especially considering the instruction to email XXXX requesting the change after the complete lack of communication from them so far. My account would be automatically closed in 150 days unless I was able to reorder when they come back in stock or switch to an XXXX XXXX XXXX. Despite this, the customer portal still says my product will be delivered XX/XX/2021, and I have received absolutely no communication from XXXX. I have now taken a hard credit inquiry and added a line of credit with absolutely nothing to show for it. It seems incredibly wrong to have sold me a product at all, let alone using a line of credit, without being able to deliver the said product.
Company Response:
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A