Date Received: 2021-06-06
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: In XX/XX/XXXX I received correspodence from Citizens/Charter bank through CFPB there are missing payments not listed on the payment history sent. There were two payments one for {$250.00} and the other for {$500.00}. those two payments are missing. Brought the balance down to {$2000.00} in XXXX. Also there was a complaint for XXXX regarding default. I paid the monthly payment after i paid the principal of {$1400.00} was defaulted. Stated that the bill was never going to go away and I quote. This also was sent to CFPB. Requested a XXXX discharge for Citizens bank. Stated in their correspodence that they were no payments. I will get a copy of a police report if necessary have to prove it's theft first
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: Money ( {$9500.00} ) transferred from XXXX XXXX XXXX to Citizens Bank. Getting mortgage from Citizens Bank and they told us if we have an account we can save money on our mortgage. Transfer stopped due to suspicious activity. Contacted XXXX XXXX XXXX, they told us, and sent documentation Citizens has it. Citizens says it doesn't have it. Spent numerous hours being transferred to voice mails, but still haven't heard back about getting our money returned.
Company Response:
State: NJ
Zip: 08873
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I checked my Citizens Bank checking account via both app and website on XX/XX/2021. The current balance at the top of the app/screen showed {$670.00} but the total of running transactions within the transaction part of the app and website state it should be {$810.00}. Looking at the transactions from the past day, the account was overdrawn multiple times due to the bank 's posting order of highest to lowest. While overdraft fees are allowed when disclosed, they should show up on the app/site clearly and immediately when done by the banking institution. When reviewing their posting order guide, overdraft fees should post second after deposits. However, the fees are not present on my account at all, and are definitely not present between deposits and other types of transactions. There is no way of seeing these fees, money has simply been taken out of the account. This is predatory and confusing, especially if it were to happen to someone who didn't think to check why their money was lower than expected.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: To whom it may concern, Im a co-signer on my sons private student loan for {$21000.00} signed on XX/XX/XXXX with Charter Bank One. When I was contacted sometime in XXXX by as far as we know XXXX XXXX XXXX. I never received and documents as a co-signer that the loan was approved. And how can someone in my condition at the time being on medical leave and applying for XXXX and no retirement fund and filing for XXXX even be approved to be a co-signer? My son did not make any payments at some point for some years and the loan went into default at this point and with interest the new balance was {$24000.00} due at this point. Many of loans by this entity have been dropped due to false documentation that we can prove. I let them know I was not working and filing for XXXX, I asked them to stop calling me, however, the calls just got worse. I was told how they would garnish my wages or put lien on my house for refuse to make a payment and the person started pressuring me with credit cards I had. I had medical issues that they took advantage of. They stated if I get off the phone I was refusing to pay and that I have credit cards that could be used and a monthly payment was agreed upon. Why are they not collecting from our son for this loan? Our son remarried and changed his last name to XXXX to avoid paying this debt. He has a job with the state as well. We tried to make an offer to settle and it was turned down. They harassed me for 3 hours over the phone until I agreed to monthly payments of {$150.00} and made payment on XX/XX/XXXX for {$3000.00} on my credit card they said that was not acceptable. My husband then got involved as a XXXX veteran and took {$6000.00} out of his 401K to bring the loan up to date. Then they cancelled the monthly payment agreement for {$150.00} and changed it to {$300.00} which our son could not afford. Now they are stating the last payment was in XXXX which is not true as the two payments above were made in XXXX. Then in XXXX they contacted me again to pay the balance and they were advised I was on XXXX and unemployed. Then XXXX XXXX XXXX XXXX had me served with a summons and took me to court to put a judgement against me in XXXX. Now they want {$30000.00} to complete the loan. I never received notification that loan was even approved or payment agreements. Considering the multiple agencies trying to collect this loan I just feel Im being taken advantage of as I was only working part time and my husband did not co-sign either. These types of student loans are not covered under and government assistance either. All loans for college students should be included to be equal and fair to all students. Thanks for your time and consideration, XXXX XXXX XXXX
Company Response:
State: WI
Zip: 54915
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
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 XXXX credit reporting agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft CITIZNSONE Date of inquiry : XX/XX/XXXX This is not mine. 2. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 3. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 4. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 5. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. 6. Identity Theft XXXX/CITIZENS Account Number : XXXX This is not mine. 7. Identity Theft XXXX Account Number : XXXX This is not mine. 8. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 9. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine. 10. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 11. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 12. Identity Theft XXXX Date of inquiry : XX/XX/XXXX This is not mine. 13. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 14. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. 15. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
Company Response:
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX i refinanced and paid Citizens bank in full for my first mortgage and homeEQ account. At that time The account was closed and i was unable to draw any money from this home equity account. I noticed in the coming months that the home EQ account was still showing in my profile but i didn't think anything of it because it has XXXX balance and no interest was being charged. I XX/XX/XXXX i received a notice that i needed to pay XXXX to close the account which i paid. XX/XX/XXXX In XX/XX/XXXX i get a notice that XXXX was charged to my account. I called to find out what is going on and after multiple days of being left on hold transferred to multiple departments i was told that they need flood insurance for this loan and the added a forced policy. I explained that the loan was paid and it has XXXX balance and i am unable to use the line of credit because it is closed. They told me they see the issue and will reverse the charges. Now in XXXX i get a bill in the mail for interest on the XXXX and a request for another XXXX dollars to close the line. I have called and as i write this complaint i have been on hold and 1.5 HRS and talked to some one told them the issue and they disconnected me.
Company Response:
State: NJ
Zip: 07675
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 I initiated a transaction with another user in XXXX. The transaction amount was {$2500.00}. I had the user refund the money through the XXXX interface. The balance of the transaction that was from my XXXX account was refunded but the remaining {$2400.00} was not refunded back to my account. I provided the bank, Citizens bank, with all of the tracking numbers that XXXX provided so they could trace the refund. XXXX keeps saying the card issuer has to find the money but the bank insists they are not responsible or liable for it. The bank has traced all the IDs provided by XXXX and concluded that XXXX issued and then recalled the refund. XXXX keeps saying it is a hold on the money and the bank has to release the hold. I have done everything both sides have asked of me. In an attempt to continue pursuing my money I requested something from the bank stating they had exhausted all of their avenues to obtain the money. The bank refused to provide this. The attachments show the repeated responses from XXXX as well as the rejected claim filed through the bank.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2021, I reported to Citizens Bank, in XXXX, NY, that it appeared that my checking account had been affected by fraudulent activity. Despite my strong password, somehow, an internet site called " XXXX XXXX XXXX XXXX CA '' seemed to have infiltrated the XXXX website and debited my account. Citizens did eventually credit the account pending an investigation. However, as a result of that fraudulent debit, a recurring bi-weekly transaction that I had scheduled for at least 6 months resulted in an overdraft status. Despite my attempt to credit the account and transfer funds to cover the debit transaction, Citizens Bank has continued to charge my account multiple overdraft fees of {$37.00} and subsequently began charging me " sustained overdraft fees '' of {$30.00}, seemingly every other day. This is so ununscionable, it's mind-boggling. This experience is really causing serious hardship for my finances and my mental health. I am already being impacted by reduction of income and funds due to COVID-19 which has now been exacerbated by this fraudulent activity that appears to have been caused by lax security systems on the Citizen website.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-30
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XXXX XX/XX/2021 I believe Citizen 's bank has one of the worst online banking system available. It is slow, often does not work correctly, and takes excessive time to post updated balances and deposits.I have MANY online accounts ( and broadband ) and this is by far the absolute worse. I also believe that this is a systemic problem from which they directly profit financially. I recently made a deposit for a loan payment and it didn't even show up in their system until days later. This has happened several times before and it makes duplicate payments inevitable. When the Citizen online system burps, they pile on fees ( overdraft, sustained overdraft, or whatever ) and have habitually returned the fees. I believe they know their system is terrible. They recently assessed XXXX {$100.00} in fees ( again for a duplicate payment - deposits fail to post until days later ), and returned all but {$30.00}. I want my {$30.00} back. I simply can not be responsible for Citizen 's arrogance, poor online banking system, and virtually non-existent customer service.
Company Response:
State: NH
Zip: 034XX
Submitted Via: Web
Date Sent: 2021-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Summary- Loan Officer unresponsive when asked to justify unapproved charges of {$1700.00} for an appraisal. On XX/XX/2021 I initiated a loan approval process through Citizens Bank, specifically XXXX XXXX, Loan Officer|NMLS # XXXX. He eventually transferred my case to XXXX XXXX Loan Officer| XXXX # XXXX who initiated my loan process. XXXX XXXX XXXX XXXX XXXX XXXX Citizens XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX Office ( XXXX ) XXXX I spoke with XXXX regarding appraisal timing and he ensured me no rush was needed to process and cost would be under {$750.00} since they were working under a new system to get them done efficiently. On XX/XX/XXXX, XXXX confirmed the appraisal was ordered after taking my credit card information to pay for it that day. On XX/XX/XXXX, our Loan Estimate listed an appraisal fee of {$540.00}. On XX/XX/XXXX, the {$540.00} appraisal fee was initiated and posted to my credit card on XX/XX/XXXX. On XX/XX/XXXX, the appraisal was conducted. On XX/XX/XXXX our draft Closing Documents correctly listed the Appraisal as prepaid and {$540.00}. On XX/XX/XXXX, our final closing documents showed the charge for {$540.00} correctly. There was an unrelated delay in closing that required the closing paperwork redone. On XX/XX/XXXX I received the new Closing Documents from the lender who listed an ADDITIONAL CHARGE at closing for the appraisal of {$1700.00}. These charges were never authorized by me or communicated to me. When I contacted XXXX XXXX to justify this change I was told he " did not need to justify anything to me '' and that someone in his position " can make things difficult for us ''. I only authorized the {$540.00} charge and asked that he refund the difference. He initially agreed and then recanted that statement. He reiterated that he does not have to do anything or justify anything to me or anyone else. I asked him to send me the appraisal fee documentation and again said he did not need to do anything at this point and I should take it or leave it. I have repeatedly asked for it and continues to be non responsive. Additional documentation of this exchange can be provided. XXXX was on speaker phone and the full exchange was witnessed by my wife. These charges were not authorized nor were they communicated to us at any time. My realtor has no record of any of this either and has asked for it as well with no response from lender. We consider these charges to be fraudulent. He reiterated at the end that " he doesn't care if I close at this point and can take it or leave it ''. Lender Loan Officer insists he does not have to justify the charge to anyone. Due to significant potential hardship for Sellers should additional delays occur with the closing, I have elected to proceed with closing but file a separate claim for unjustified and unauthorized charges. Lender Loan Officer used pressure to force closing and is not responsive at this time for any transparency and justification of extra charges that were never authorized at any time. Loan Officer needs to refund unauthorized amount above the original {$540.00} agreed upon, approved and charged to my credit card. No other charges were ever communicated or authorized by me or anyone representing me.
Company Response:
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A