Date Received: 2021-07-02
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I ordered an XXXX XXXX XXXX XXXX XXXX through XXXX, which took me to XXXX to complete the transaction. After a a credit approval from Citizens One, I got confirmation of the order and access to credit account. But by the promised XX/XX/XXXX, I hadn't received any information about shipping or anything else. XXXX XXXX ( the company offering the XXXX XXXX stopped responding to any questions via email on XX/XX/XXXX, and the numbers listed for support were for Citizens One, not XXXX XXXX. Finally on XX/XX/XXXX, I was notified via text from Citizens One that the product was not in stock, and my order could not be placed. Citizens One opened a line of credit for a product that was not available.
Company Response:
State: IL
Zip: 605XX
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: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I placed an order at XXXX for XXXX XXXX XXXX. The product was supposed to be delivered on XX/XX/XXXX. This included a hard hit on my credit report for the installment plan. I began contacting XXXX, XXXX, and Citizens One for information on my order. I was repeatedly brushed off and was told I would be notified when my order shipped. XXXX told me I had to speak to XXXX. Citizens One told me they had no information on the status of my shipment and XXXX never responded besides canned answers. On XX/XX/XXXX I received a text from Citizens One that my order was cancelled as they were out of stock. They said I have 150 days for me to personally find more stock or they would close out my account. They had no issues pulling a hard hit on my credit but seemingly now no longer have stock.
Company Response:
State: IL
Zip: 620XX
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: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I purchased an XXXX XXXX through the following link : XXXX XXXX XXXX Citizens One approved me for a line of credit in the amount of {$2500.00}. I received a confirmation from XXXX which is the retailer XXXX is getting their products from. Below is my confirmation email ( I have attached it to the file uploads ). My confirmation states that my order # is XXXX. This purchase was made on XX/XX/2021 in the amount of XXXX! It also states that the item would be arriving on XX/XX/2021. However, the item has not arrived. This is happening to hundreds of us. Please see the following forum : XXXX XXXX XXXX? XXXX We have all been attempting to contact XXXX, XXXX, and Citizens One. They all can not track our orders, have charged us, and will not provide us with any further information on the items we paid for.
Company Response:
State: FL
Zip: 34677
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: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: I went through the XXXX XXXX XXXX XXXX, financed through CitizensOne, using the retailed XXXX, and I was supposed to receive this item on Thursday, XX/XX/XXXX. I did not receive the items or an email explaining what was happening from CitizensOne, XXXX, or XXXX. I then checked my credit limit with CitizensOnes. It went from {$1900.00} available to {$2500.00} available on the 1st. I emailed several times to see what was happening and if XXXX cancelled me order. Again no answer. Now my line of credit took a hard inquiry for this and I can not cancel because XXXX XXXX XXXX will only do returns. CitizensOne wont cancel because they see no order. I am not the only one encountering these issues. See XXXX XXXX XXXX XXXX? XXXX XXXX XXXX XXXX XXXX I have received no communication from CitizensOne despite multiple attempts to contact them. I have received not a single update from CitizensOne since the order was placed on XX/XX/XXXX. The Estimated Arrives By date for my order still states XX/XX/2021. Every service I attempt to contact points me to a different service saying they can not assist, and I am incredibly frustrated with all of it. CitizensOne placed a hard inquiry on my credit report that has proven to do nothing for me as I was not even given the product that the hard inquiry was for.
Company Response:
State: UT
Zip: 84003
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 a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XXXX - and other retailers - offer a service called XXXXXXXX XXXX XXXX in which the consumer can apply and obtain credit ( via a hard credit report inquiry ) and purchase a new XXXX XXXX XXXX ( or another model ) plus an All Access game pass for a monthly fee for 24 months. The credit is provided through Citizens One - perhaps a subsidiary of Citizens Bank. The intermediate third-party shipper is XXXX. I purchased this service on XX/XX/XXXX and the shipping date was XX/XX/XXXX. XX/XX/XXXX came and went. I have received zero updates on the shipping date, even after multiple inquiries with XXXX and CitizenOne. In fact, when I call XXXX, they tell me to call CitizenOne. When I call CitizenOne, they say call XXXX. Guess what XXXX says when I call? Call CitizenOne or 'the retailer '. These three organizations, together, received my personal financial information, my social security number, and performed a hard inquiry on my credit report. Surely, the line of credit will also be reported on my credit report - yet, they have apparently zero obligation or feel no responsibility to provide any meaningful way to update a customer on their own failure to stick to the terms of the deal. Any business should have a method for a customer to resolve disputes, especially when the good faith credit of the customer is at stake. Instead, these three companies point the fingers at each other and intentionally obfuscate and frustrate any attempt to get information regarding how to resolve a dispute.
Company Response:
State: FL
Zip: 32907
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a mobile deposit of an insurance check early on XX/XX/XXXX. Since it was a reputable company and a government account I was surprised the funds were not available the next day. I called the customer line at XXXX XXXX and was told they just needed to verify the check but it was scheduled to be released today. At XXXX XXXX I called back and was told it went through the fraud department and cleared and would be available by XXXX XXXX. I called again at XXXX and was told it cleared fraud and should be available anytime. I asked to speak to a supervisor because I needed to know exactly when. " XXXX '' got on the phone and said she put a 2 day hold on it. I wanted to know why and she had no explanation except because she could. When I explained the circumstances that my husband passed away last month and I needed the money she didn't care. She said the hold was staying. I asked to speak with her supervisor and she said she was the supervisor and the decision was hers to make. I asked to escalate the complaint and she said she was the escalation. At that point I became extremely upset and called her a bunch of names. She said if I really wanted to escalate it there was no one there but I could call the main office in Rhode Island. She gave me a phone number which turned out to be nothing more than a branch office. That branch office said they escalated a complaint to the chairman 's office. I'm not sure I can trust them now.
Company Response:
State: PA
Zip: 161XX
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them from all 3 credit reporting agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies. 1. Identity Theft CITIZENS BANK Account Number : XXXX This is not mine. 2. Identity Theft XXXXXXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX XXXX. Account XXXX : XXXX This is not mine. 4. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. 5. Identity Theft XXXX Account Number : XXXX This is not mine. 6. Identity Theft XXXX Date of Inquiry : XXXX XXXX This is not mine. 7. Identity Theft XXXX XXXX Date of Inquiry : XXXX XXXX This is not mine. 8. Identity Theft XXXX Date of Inquiry : XXXX XXXX This is not mine.
Company Response:
State: NY
Zip: 10033
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: At the release of the new XXXX XXXX in XX/XX/2020 the only remaining XXXX required financing through Citizens One. Although immediately " approved '' XXXX ran into supply issues and notified there would be no XXXX. I then tried to work with XXXX/citizens to make sure my credit report would not be impacted. During this process XXXX was able to secure XXXX for people who had this issue. I setup autopay but never received any confirmations. I also made a direct payment and no confirmation email. This eventually lead to two missed payments. When I explained the issue to citizens they fixed the account, fixed the penalty charges, and agreed to fix the credit reporting. Citizens Billing shows on XX/XX/XXXX they emailed internally a credit dispute group. They stated they have no way of knowing if this group read the email/took action or additional way to get followup. Citizens will not provide email address to work toward resolution in writing. They've advised to also file through credit agency direct to which the inquiry was rejected. I do not believe their internal ( Citizens ) credit dispute department has reviewed the account, calls notes, and commitment on file that they would resolve this. Our credit score was impacted 75 points making it so though preapproval for a new home loan is skewed 10 's of thousands of dollars over the life of the loan due to the lower score. I'm at witts end.
Company Response:
State: MN
Zip: 55347
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Today I woke up and had a XXXX dollar overdraft fee, but my account has never once been over drafted This is a ongoing issue with citizens bank Where they charge you an overdraft fee by putting you direct deposits that come the same day as transactions on your account after they overdraft it, even though it says its there Then they argue with you to try defending it because according to them they can see things I cant, which Im sorry no matter how many XXXX transactions are on hold its for sure not more than whats in my savings at the same bank that keeps doing this to me, and that I always ask if they needed it why didnt they take it outta my savings instead of giving me a fee? Theres not any record of my account actually over drafting, and they wont remove it I took pictures, theres not a single time it was red Theyre trying to say it was because of the charges that cleared on the day the direct deposit was made But realistically both payments made to city taxes completely vanished till today and showed back up, which Im also tired of them making things vanish for days so you cant account for them then magically putting the transaction back I manage my account very tediously and they are using deceptive means to gain overdraft fees from people who didnt earn them
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Got an offer from the Citizens Bank for opening a checking and savings account, and got account opened and funded online at XX/XX/XXXX. Received a letter from the bank dated XX/XX/XXXX, and said the accounts were closed without giving a reason.
Company Response:
State: NY
Zip: 13850
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A