Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I made complaint # XXXX in XXXX and have not heard from CFPB except to tell me my complaint has been sent to the institution that denied my financing of my home for fraudulent reasons. This is unacceptable service : 2-months. Please look into my problem and help me resolve the issue. Your Agency isn't doing a very good job.
Company Response:
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Although the latest statement on that loan indicates that payment towards principal were made in the amount of {$1000.00} on XX/XX/XXXX and XX/XX/XXXX and the balance at the end of XXXX was {$26000.00} interest was charged on the amount of principal of {$28000.00} for the month of XXXX in the amount of {$57.00} although interest amounts for the following months were consistently decreasing except for the month of XXXX : XXXX, XXXX - {$74.00} XXXX, XXXX - {$69.00} XXXX, XXXX - {$68.00} XXXX, XXXX - {$62.00} XXXX, XXXX - {$63.00} XXXX, XXXX - {$60.00} XXXX, XXXX - {$53.00} XXXX, XXXX - {$56.00} Taking into consideration that the interest rates is still the same all that time at 2.5 % increases in interest in XXXX and XXXX are questionable in view of the fact that the principal was smaller in those months than in previous months.
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I co-signed my wife 's {$3500.00} student loan through Citizens Bank as she was finishing up her final year of college. She graduated in XX/XX/XXXX, which means the repayment started in XX/XX/XXXX. She went online to establish auto-payments for her loans. Citizens Bank does not coalesce their loans into one payment ; no, that would be too easy for the consumers. Instead, my wife had to set up auto-pay at least three separate times, once for each different loan she had to take during her years in college. I personally have students loans through two other lenders that are not Citizens Bank, and my wife has another lender outside of Citizens Bank. In our experience, Citizens Bank is the only one that breaks up repayment in this fashion by default. My wife set up auto-pay which appeared to be working as we started receiving " Thank you for your Payment '' emails in XXXX with payments coming out on XX/XX/XXXX and XX/XX/XXXX. It wasn't until months later that we found out we overlooked setting up auto-pay for one of the several loans that were taken out over the years. Citizens Bank did not notify me until they put the loan in delinquency. No mail notification, no emails ( only the " Thank you for your payment '' again in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) no phone calls, until the loan is now delinquent. We had full intention and means to repay this loan, but their website and their repayment system is not intuitive and not user-friendly. XX/XX/XXXX, Citizens Bank mailed out a letter indicating the loan is delinquent, which I received on XX/XX/XXXX. Upon getting home from work on XX/XX/XXXX, I immediately set out to remedy the situation, but ending up on the phone with XXXX because I could not navigate the website to find where the one loan that is delinquent versus the rest that were properly configured with auto-pay. XXXX Customer Service was able to navigate me to the correct loan and I promptly paid the current balance. After this negative experience, I did not want to give XXXX Bank any more interest off of that loan, so on XX/XX/XXXX I went back and paid off the remaining balance of the entire loan. I then called XXXX XXXX to file a contention of the delinquent report to the credit bureaus as this issue came up solely by the unorthodox nature of repayment for multiple loans, lack of meaningful communication that one of the loans was not being paid, and an unintuitive website that required a call to customer service to successfully navigate. XX/XX/XXXX, Citizens Bank denied my contention for credit reporting adjustment based on the fact they " do not offer courtesy credit report retractions. '' This entire issue stems from Citizens Bank. My wife and I tried to follow the rules, and we had repayment activity across our account, but Citizens Bank 's website made it extraordinarily difficult to establish and verify proper repayment when you have multiple loans with them. This should not be a matter of a " courtesy '' retraction but a matter of " sorry for our blistering incompetence to make a consumer-friendly repayment scheme and intuitive website. ''
Company Response:
State: MO
Zip: 63376
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Regarding my online banking. I log into my account and it consistently does not recognize my password. I become locked out on a regular basis in which case I am directed to reset. The reset window does not open but rather, rolls round and round. I have to phone the bank. Long wait on the phone to get someone to reset my password. so I can never get into my account This bank is pushing mobile banking which I do not use. In addition, this bank will not lock or unlock my debit card at my request unless I phone in. I had unexpected need of road service while I was out and I could not use my Citizens debit card because I could not get through to them at all. I have another debit card from another bank and I can go online and quickly lock or unlock my card. I got to log in using two different browsers and after I type in my login and username I get a window that says I can't get access to my money when I need it. I can't go online when I need to. I would close the account but I have a stack of blank checks that I use to pay local merchants who do not take visa. I am not going to throw them away and waste hard earned money because of this bank. I have probably 20 institutions that I use for online access, from banks to investments to insurance, medical, school, shopping, hobbies, on and on. I have all my log ins in a book because we should never use the same one for all our financial and personal accounts. I never have a problem logging to anything except this bank. If you go into my information on this bank you will see a history of password changes. i have enclosed a screen shot. In addition i get an error message that my browser can not open the webpage. I have enclosed a screen shot.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I did not authorize anyone employed by these companies to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ) and a serious breach of my privacy rights. Please validate this information with these companies and provide me with copies of any documentation associated with these accounts bearing my signature, authorizing an inquiry. In the absence of any such documentation bearing my signature, I formally request that these fraudulent inquiries be immediately deleted from the credit file that you maintain under my Social Security Number. My SSN - XXXX CITIZENS ONE AUTO FINANCE Inquiry XXXX XXXX, XXXX
Company Response:
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received an offer in the mail from Citizen 's Bank to get {$600.00} if you open a checking and savings account and met their terms. I opened my account XXXX XXXX via their website and met the terms. The offer says once you've met the terms you will get the money in 3 months. On XXXX XXXX I called Citizen 's because my money was still not in my account and XXXX told me my original bank put a hold on the transfer. I called my XXXXXXXX XXXX that day and they said Citizen 's has the money and took it out of my XXXX account. I called Citizens on that day and after being bounced around I eventually spoke to the fraud department who said that Citizen 's blocked my transfer and I have to tell my XXXXXXXX XXXX to reverse the transfer because it was flagged as fraud. Reassured me I would still get the bonus and gave me the fulfillment phone number in case I didn't get the bonus. I called Citizen 's Bank on XX/XX/XXXX because it's been over 3 months and I have received anything and I spoke with XXXX the manager and he said I would receive my money on XX/XX/XXXX. It's now XX/XX/XXXX and I haven't received it yet.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: there i a hard credit inquiry on XX/XX/21 from Citizen Bank that i did not approve or even apply for credit.
Company Response:
State: OH
Zip: 449XX
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Application ID XXXX Ckg Acct XXXX Savings Acct XXXX In XXXX XXXX, I applied for a Citizens Bank {$600.00} bonus offer consisting of {$300.00} for a checking account, {$200.00} for a savings and {$100.00} for opening both on the same day, which I did. All other requirements were also met. A few days after opening, I noticed the savings account wasn't showing online when I logged in. I called Citizens and was told there was some sort of glitch on their end and was assured it would be corrected and that the accounts would both show the same opening date. Six months later I still have only received {$300.00} for the checking account. I was told I didn't qualify for the {$200.00} savings account bonus or the {$100.00} for opening both accounts at the same time because they showed the savings being opened later than the checking, contrary to what they told me in XXXX. Nevertheless, there is still no reason for the {$200.00} savings account bonus not being paid. Per their terms, the full bonus should have been paid by XX/XX/XXXX. Numerous messages and phone calls to the bank have produced no results. I have attached documentation proving that all qualifying activities were met and the full bonus should have been paid.
Company Response:
State: OH
Zip: 44224
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem started in XXXX of last year, during the hardship of COVID 19 my husband lost his job and I applied for forbearance plan. Tried to catch up with mortgage payments but it was still hard, applied for Dilequency through citizens home loan and ever since nothin but a nightmare. I got approved, to add the 4 delayed payment to the end of the Morgage on the condition of me signing a notorized letter, and I sent it to citizens home loan through fax, email and mail. And then I started making my current payment on time to find out that all the payment are going into a suspended account, now I am backed up with payments I already paid and the forbearance. Called so many timers and they keep telling me there is another application I need to sign and and someone will reach out and it will get mailed but nothing happened. And whenever I call they say they reached me but I dont have any voicemails or calls. Last week they said they sent it through XXXX but refuse to provide the tracking number. It wasnt until I said Im reporting to a lawyer and Im recording that they gave me a tracking, the tracking number showed the package was sent the day and time of the call. And the threatened me to have it received and sent back and motorised writhing 6 days or my delinquency is cancelled. The money I paid didnt even go to the escrow or the taxes to the city or even my insurance. I am stuck with them and I afraid to loose my house, please help! Havent even received the letter in the first place and they told me they can even email or have me print it online.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2021 text message from citizens bank totally a scam as I do not have an account with citizens bank. XXXX CASE # XXXX : SUSPICIOUS CREDIT/DEBIT ACTIVITY VERIFY YOUR ACCOUNT IMMEDIATELY : mineXXXX Here 's the website they are using please stop this
Company Response:
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A