Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I open a complaint on XX/XX/XXXX one day the next day your office closed it out saying that this is a duplicate complaint it is not this complaint is in reply to their response Each time they keep lying to your office and keep pushing the dates back. Enclose you will see what they have been doing to me and cheating me for years. First of all in XXXX I refinance with this Company around XXXX} they gave be a credit line of {$100000.00} I took out XXXX and that was it This was a Home Equity loan than about five years ago they changed it to a mortgage.. Now after Ten years they have my balance the same amount. I never used all of the loan but if you look at the statement from last mouth you will see what I talking about for years I've paid in XXXX I paid XXXX dollars because they took my mortgage money and said that they paid my taxes. I put in a complaint then but they wrote to your office and was lying but the case was closed The next thing on going since XXXX I over paid them because I had used my second bank account in error once I found out what I did I paid them before the 15th of the month they cashed that check on that day and that's was the same day and date the cancel check came to me. It took months before they gave me credit for that month but then they tried to say I did not pay in XXXX. I had to show proof then for over a year up to this day they say I did not pay XX/XX/XXXX, Now they saying XXXX XXXX it was last and put everything behind. I'm enclosing bank statements from XX/XX/XXXX to XX/XX/XXXX your office have on file from XX/XX/XXXX up until XX/XX/XXXX. I have dealt with three Chairman of the Board Secretary since XXXX All of them lie but the worse is XXXX XXXX XXXX I told her that I no longer wanted to speak with her because from her mouth she said that she was not over anyone and they was all lateral to her. I told her that I wanted to speak with her supervisor, she then hung up on me. She called me a week later after I had called her and left a message on a Saturday about someone calling me back and her hanging up on me. When she did call she acted like nothing happen and said the phone must have lost signal. .I told her again I wanted to speak with her supervisor because she was a liar and I had no faith in her or her ability. She hung up I never received a call from her supervisor the next then I knew Calling CFPB that she wrote up a lie and the case was closed again. this is a big cover-up that will be reveal to the Nation and how this office treat minorities.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: CA
Zip: 93940
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This is an ongoing situation that is far more then my bank. Its my son my brother his wife. They all have fraudulently destroyed my youngest son SSI and my payments. They have comprised my cable and hacked our devices. They have planted things in my unit destroyed both vehicles twice. My mom left me beneficiary after her death. They have destroyed my mail and hers. They are impersonating me with social security, XXXX and XXXX. I have made a report with Federal Trade Commission. They gave me a reference number. Tried making police reports but phone keeps disconnecting do to monitoring. I my keys and wallet has come up missing in the past. Online shopping in my name unauthorized. PLEASE, whom ever gets this, PLEASE HELP ME. My life and my youngest sons life is in danger. I have contacted prosecutor XXXX XXXX office for help and was told to seek a probate attorney ASAP because she felt I was in danger as well. I tried contacting XXXX to block my credit report, no luck. I have no one to go to for help. I desperately need help with this. I have done nothing, this is all about my mom and our closeness that her and I shared. My email accounts are hacked. All of my phones ( 7 ) has been compromised. This is the eighth phone in 1 1/2 years. Please someone help me. I am constantly getting scam calls EVERYDAY .... please help me.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a promotional offer from Citizens bank. The promotion stated - open a checking account and deposit {$500.00} via direct deposit within 60 days and receive {$200.00}. Open a savings account - deposit {$15000.00} and leave on deposit for 3 months receive {$300.00} Open both a checking and savings account receive {$100.00} for a risk of {$600.00}. After 5 months after 3 phone calls I received {$200.00} deposit into checking account. I called at least 2 more times inquiring about the additional {$400.00}. I was told I didnt qualify for the promotion because I didnt deposit {$500.00} at once. The promotion stated deposit {$500.00} via direct deposit within 60 days. No where did the promotion. Stated at once. In addition - I opened both accounts via a Citizens representative who confirmed - deposit {$500.00} over 60 days.
Company Response:
State: MA
Zip: 02126
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Citizens One billed me for a phony loan to pay for an XXXX XXXX all access purchased at XXXX. I never purchased an XXXX XXXX and and never applied for a loan to pay for the nonexistent XXXX XXXX. This was the subject of CFPB Complaint XXXX. After extensive attempts to resolve this problem with letters and phone calls, Citizens One sent me a letter on XX/XX/2021 admitting that I had been the victim of identity theft. However, they did not provide the particulars that would enable me to file a police report. Citizens One did provide a link to XXXX XXXX to enable me to monitor my credit report with XXXX. XXXX XXXX sent me a letter advising me that Citizens One had defamed my credit by reporting a delinquent amount of XXXX under the payment status Collection/Chargeoff. This is clearly a per se violation of the Fair Credit Reporting Act and Olympic level incompetence. Citizens One ignored its own investigation in declaring that I am delinquent by not paying them.
Company Response:
State: OH
Zip: 44118
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a savings account at Citizens Bank, XXXX XXXX XXXX, XXXX, Ohio in response to a mailing I received, promising {$200.00} if the funds stayed in the account for 3 months. There was a greater bonus for opening a checking account as well. On XX/XX/2021 I opened the account in person. I asked multiple times if there was any catch, and was told by the gentleman that opened it, " well we would like you to keep the funds with us, but no, just deposit the $ XXXX in a savings account and you are eligible. '' The transaction # for the deposit is XXXX, The last 4 digits of the account are XXXX. This transaction was made by the teller, not by the banker that answered my questions. The week of XX/XX/XXXX, I called customer service as no funds had been deposited. After an almost 30 minute call, I was told by the agent the funds were due to be deposited on May 31st. I asked her why not earlier, but she just kept saying the account shows they will be deposited XX/XX/XXXX. I called again the week of XX/XX/XXXX, as the funds were still not deposited. After a 45 minute call, I was told that the first agent was incorrect and no funds would be deposited because I hadn't opened a checking account as well. I explained multiple times that I had confirmed that wasn't necessary with the banker. She just kept telling me they had made a mistake. I asked to speak with a supervisor to escalate the issue. She said she would esclate the matter and I would get a call back within 48 hours. As of XX/XX/XXXX, I still have not heard back from them. Either the banker gave me incorrect information, or the customer service agents did. Regardless no one has attempted to contact me or remedy the situation.
Company Response:
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Wednesday XX/XX/XXXX my primary checking account was hacked for {$9900.00}. A complaint and claim was filed at the bank ( Citizens Bank ) the same day and new savings account was opened to transfer most of the remaining funds. At this point I had 2 checking accounts and 1 savings account. The one checking account was hacked and only credit transactions to come in, no debit transactions. Some money was transferred to another checking account to stay active for monthly bills. On XX/XX/XXXX this other checking account was also hacked for {$1200.00}. Another claim was put Into the bank the evening of XX/XX/XXXX. There was supposed to be a hold on all accounts starting on XX/XX/XXXX so that no other debits could be made from any of the 3 accounts ( 2 checking, 1 savings ). When I woke up today ( XX/XX/XXXX ) I checked my accounts and there was a debit from my savings account for {$9700.00}. This saving account was a brand new account opened on XX/XX/XXXX when I went into the bank in person to put a hold on my account and transfer money into savings. At this point I believe these incidents are identity thief. Someone has access to all my banking information, my signature, and probably my social security number. Almost 3 different accounts were hacked for over {$20000.00} in less than a week. I am extremely disappointed in Citizens Bank for letting these transactions happen and will no longer be banking with them after this is resolved and the money is returned.
Company Response:
State: PA
Zip: 19018
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report. XXXX XXXX-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report. XXXX XXXX*-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report. CITIZNSBNKNA XXXX-I am a victim of identity theft. The account was opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft. Please use this report as my record of the events as my local police told me to file a report on identitytheft.gov in place of filing a police report.
Company Response:
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I contacted Citizens One about refinancing my current mortgage. I was assigned to XXXX XXXX, the loan officer. I immediately submitted all documents as requested such as my taxes and financial statements and as Mr. XXXX said my documents were all satisfied and he will proceed with the refinancing. Nonetheless, it is now XX/XX/XXXX. I still don't have a closing date. I followed up with Mr. XXXX frequently and time after time he said it is in the working progress. Each time I contacted Mr. XXXX he stated that because of the pandemic, the paper work takes extra time. I had already paid for my appraisal back in XX/XX/XXXX and authorized second credit check. Still, no progress. In XX/XX/XXXX, I contacted XXXX XXXX, XXXX 's supervisor, to express my concern and frustration about the delay progress and I am running out of patience. He told me I have to wait like everyone else and again he blamed it on the pandemic. I contacted him numerous time later to check on the progress, he never return any of my calls. It is almost a year and my loan hasn't moved any further and the officer is ignoring me. I am an XXXX woman. My husband and I own a XXXX XXXX. We are struggling with the pandemic and therefore trying to refinance our mortgage to take some cash out to survive. With all the treatments XXXX and his superior, XXXX, are giving us fit the XXXX profiling. We work just as hard and the pandemic put us in great debt. Citizens One is also my current mortgage lender and we have never had even one late payment. The only reason we contacted them again because we want to stay with the same company. Is this how Citizens One treat their life long good customers? We are not the cause for the pandemic. And i do have all the text and email to prove that I was trying to follow up.
Company Response:
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Action : Late XXXX, called Citizens Bank Loan Servicing Center to have lien release from my HELOC mailed to me. Result : Citizens did not mail the lien release. I called 3 additional times to have the lien release mailed. Citizens claims to have mailed it XX/XX/XXXX but it was never received. On XX/XX/XXXX, I called Citizens for the fifth time to request the lien release be both emailed and mailed to me because their delay is preventing the sale of my house because of an inability to prove their lien has been released. Citizens refused to provide the name of any person that I could use as a contact to ensure that my request would finally be processed. Citizens ' delay has resulted in a delay in the closing of the sale of my house. As a result, I have not received the sale proceeds resulting in financial hardship. In addition, I am paying more in interest expense on my home equity line of credit because it has not been paid off as early or quickly as it would if Citizens would have correctly processed my request.
Company Response:
State: MI
Zip: 48085
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A