Date Received: 2021-03-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: So recently my citizens bank mobile banking app was hacked into and a check was deposited for {$7800.00}, that was later returned because this was not me and the funds were insufficient. Then XXXX $ was transferred to someone named XXXX XXXX through the XXXX on my mobile banking. Then my XXXX XXXX was hacked because 4 separate transactions of XXXX $ were added to my XXXX XXXX and then sent out in 4 different payments to some one named XXXX. This was not me and Ive been telling this to my bank but the fraud claim got denied twice. I tried to contact XXXX XXXX and they said that they will help in any investigation through XXXX XXXX my bank is now calling me asking for XXXX. I am a student in college and this was a students checking account so i dont know how its even possible for my account to go negative if all I had in it the day before was a few dollars. I need serious help as soon as possible because the collection agency keeps calling me and I dont have the money to pay this and Im also obviously not going to pay for something that wasnt me.
Company Response:
State: MA
Zip: 01915
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: HELLO, I HAVE CONTACTED CITIZENS ONE LOAN ABOUT MY UNPAID PROPERTY TAXES AND ESCROW ACCOUNT. ON XX/XX/2020, THEY SENT A PAYMENT TO MY PROPERTY TAX AUTHORITY, BUT UNFORTUNATELY, THEY MADE A BIG MISTAKE AND SENT IT TO THE WRONG PROPERTY PARCEL ( WHICH IS NOT EVEN MINE ). I HAVE CONTACTED THEM NUMEROUS TIMES FOR THEM TO FIX THIS AND THEY HAVE FAILED TO DO SO. EVERY TIME I CALL, I SPEND AT LEAST 1HOUR AND A HALF WAITING FOR A SUPERVISOR AND NOONE IS EVER AVAILABLE OR CALLS ME BACK. EVEN AFTER THE REP SAYS THEY WILL CALL ME. ALSO EVERY TIME I CALL I HAVE TO EXPLAIN THE SITUATIONS BECAUSE THERE IS NOT EVEN A CASE NUMBER. ALL I GET FROM THEM IS THAT THEY ARE STILL INVESTIGATING. I HAVE CONTACTED THE TAX AUTHORITY AND THEY HAVE EVEN PROVIDED A WEBSITE FOR THEM TO VERIFY MY PARCEL. I FINALLY WAS ABLE TO SPEAK TO A SUPERVISOR AFTER MOPNTHS AND SHE WAS LITERRALY RUDE AND SAID THAT IT WAS NOT UP TO HER. I ASKED FOR HER TO PLEASE ESCALATE THE ISSUE AND IS BEEN 4 MONTHS AND THIS HAS NOT BEEN RESOLVED. I DO NOT KNOW WHAT TO DO ANY MORE. JUST FOR THE RECORD, CITIZENS BOUGHT MY LOAN WHICH MAKES IT EVEN MORE FRUSTRATING AS I HAVE READ ONLINE ABOUT MULTIPLE PEOPLE HAVING THE SAME ISSUES. I AM HONESTLY OUT OF OPTIONS. XXXX XXXX XXXX : XXXX : XXXX
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I used the website of my Citizens bank to transfer money from two of my other online bank accounts to my Citizens account. One transfer was for {$500.00} from XXXX. ( XXXX ) to my citizens account, and the other was for {$1300.00} from my XXXXXXXX XXXX ( XXXX XXXX XXXX ) to my Citizens account. On XX/XX/XXXX Citizens has stopped both of these deposits from going into my Citizens account, and since then, the funds have not been returned. As of right now both transfers aren't in any of my accounts, and the money is missing.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I found out on XX/XX/21 that Citizens One ( CO ) had reported my account as 6 months delinquent, and my credit score dropped almost 200 points. I am in the process of a home purchase and have about XXXX in it that I wont get back if this doesnt go through. I called CO and they apologized, said it was their mistake, and they were filing a claim on my behalf, and that my credit score would be back to normal in 2-3 weeks. I called back on XXXX because my score hadnt changed, and was told that the agent had done it wrong and it was now being fixed, that it would be restored in 2-3 weeks. It is still not restored. I called XXXX and they have no record of CO attempting to correct the mistake. I started my own claim a few days ago and can not reach CO to quickly verify my claim so that I can buy the house, before its too late. I have spent about 24 hours on the phone with absolutely incompetent people trying to resolve this.
Company Response:
State: NC
Zip: 28739
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: After taking out two private student loans ( with no issues ) at the age of XXXX and XXXX XXXX XXXX approx, Citizens bank had no issues with approving those two loans at over 11.7 % interest rate. As I have gotten more educated on the issue, I have attempted to refinance multiple times and excuses have ranged from my credit score not being high enough to I need a co signer to refinance. Its troubling and concerning to know what I have been mislead, deceived, and taken advantage of with this unfair and predatory lending behavior. I stated with {$38000.00} and about 5 years later I already owe about {$58000.00}. I will never be able to stay on top of the principal plus the interest. Action is needed.
Company Response:
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I tried to make a cash deposit at the citizens bank ATM which I have an account at. I was depositing {$1500.00} in cash into the atm the atm went down the screen went black and was stating rebooting. My card was given back but not my cash or a receipt. I immediately called the customer service dept who said I didnt need to stay at the atm they would open a case. The bank credit my account then a month later without notice took it back leaving me a negative balance. They are stating there was no issue with the ATM. I had gone into the bank on XX/XX/XXXX and spoke to an associate who verified she was notified the night before that the ATM had gone down. Ive asked them repeatedly to pull the ATM footage and they will not. I have gotten no help in finding my money and am left with nothing.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Citizens Bank is making it very hard to close out and accept my last payment on an auto loan and charging me interest while they delay things. The amount of payoff keeps changing and interest keeps being applied. All I am trying to do is pay off the loan in full and not get bad credit report. But they are making that very difficult. Details below for issues regarding Citizens Bank Account number ending in # XXXX XX/XX/XXXX : I secured loan from Citizens Bank for {$44000.00}. For next 3 years ( XXXX XXXX ), I have paid off monthly installments thru auto-pay in amounts of {$710.00}. XX/XX/XXXX : Last time Citizens accepted the {$710.00} auto pay. My last payment should be in XX/XX/XXXX. XX/XX/XXXX : A payment of {$500.00} is made to Citizens automatically from my account. Im not sure why that amount but maybe it was amount left, not sure where that amount came from and then it was rec-credited back to me. XX/XX/XXXX : I get a letter from Citizens that says account overdue. That seemed odd as we were supposed to be on auto-pay and be finished in XXXX. So I call. I call and speak to customer service who only does collections and after speaking to his manager cant explain why that happend. So he transfers me to a different customer service department and I get disconnected. XX/XX/XXXX ( later that same day ), I go onlilne and try to pay it off - in full - via direct payment from my bank to Citizens thru their web payment process. And I get email on that same day XX/XX/XXXX confirming my scheduled payment, which I copy and paste below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The following payment has been scheduled on your Citizens One loan account ending in XXXX. Payment Account : XXXX Date Scheduled : XX/XX/XXXX Amount : {$710.00} Reference # : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XX/XX/XXXX : My bank shows that Citizens accepted my payment of {$710.00}. See below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - ACH Electronic Debit - CITIZENS LN PYMT REG PAYMT - {$710.00} On the LAST payment scheduled for XX/XX/XXXX, Citizens discontinues auto-pay and sends me late notice payment with interest for additional {$5.00}. I get confused by this and investigate and the web site shows auto-pay is OFF ( not initiated by me ) and there are some charges in different amounts made and then re-charged ( pushed back ). -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XX/XX/XXXX : Citizens sends me an alert thru the website that payment was NOT accepted that says the payment was not accepted and my late interest fees are going up daily. The new total is now {$710.00}. See that message below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Dear XXXX, Thank you for your email regarding your account. Upon reviewing your account our records indicate the payoff amount has not been received and auto pay has been cancelled. The provisional payoff as of XX/XX/XXXX is {$710.00}, with a daily interest of {$0.00} each day after that date. You can mail your payoff payment to the following address which is valid for regular or overnight mail or pay by phone : Citizens Bank Citizens One Auto Finance XXXX XXXX XXXX XXXX XXXXXXXX XXXX, RI XXXX Please be sure you include the following : Your signed payoff check Your account number Your name Your address including the city, state, zip code Once your auto loan has been paid off and the loan is moved to a closed status, a paid in full letter will be mailed to you after one business day of the loan being paid in full. If you have any further questions or concerns, please call our Consumer Finance Department at XXXX and a representative will be happy to assist you Monday Friday XXXX XXXX and Saturday Sunday XXXX XXXX. We value you as a customer and appreciate your business. Thank you for choosing Citizens Bank. Sincerely, XXXX XXXX. Email Team Advocate -- -- -- -- -- -- -- -- -- XX/XX/XXXX : I made more efforts to contact Citizens Bank. My phone call was on hold and then disconnected. My web portal messages returned an error message and my account statements are no longer on the Citizens Bank web site. So I submit this complaint to you in hopes you can help. In conclusion, I dont understand how they can make paying off a loan so difficult and in process charge me interest and hurt my credit score ... .please help! Thank you, XXXX
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We were approved for pandemic related forbearance on our mortgage in Spring XXXX. In XXXX of XXXX we extended our forbearance through XXXX of XXXX. In XXXX we decided to pay the balance that accrued during forbearance and became current on our loan with no past due amount. While still in forbearance, we paid the approximately {$15000.00} outstanding amount and then requested that the forbearance be removed from our account. Despite all of these measures Citizens reported us delinquent and XXXX past due amounts now show on record with all 3 credit agencies. Citizens has provided us with a poorly worded letter acknowledging their mistake but with vague and incomplete timelines that risk further confusion and delayed resolution. And, the burden is on us to correct via dispute with each of the agencies. Citizens made this mistake. Citizens should directly reach the credit agencies to fix it and definitively tell them that we were never delinquent on our account. My credit score dropped from XXXX because of their error. As a small business owner during a pandemic this risks the financial security of my family and my employees. I am requesting that Citizens do everything possible to fix this mistake as fast as possible.
Company Response:
State: VT
Zip: 057XX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened an account with XXXX XXXX on XX/XX/XXXX. I deposited the amount required and then deposited more money. On XX/XX/XXXX it seems a letter was sent to me telling me that I have closed my account without any reason provided. I called customer service and spoke to a " supervisor '' named XXXX XXXX who told me that they " did not have to provide a reason '' and could close my " account at anytime without notice or reason. '' This bank should be shut down. They are a public bank and provided you have not breached a term of the agreement for opening an account, they should not have the option to randomly close your account to avoid paying you the bonus that they promised.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: CITIZENS BANK Re : Acct # XXXX To Whom It May Concern : I am continually being called on the telephone by your firm over an alleged {$10000.00} debt. According to the information given to us by your firm, the date of last activity by the original creditor was XXXX XX/XX/2008. The State of Limitations on this alleged debt, even should it be ours, is 5 years in the state of Florida. Since the debt is out of the statute of limitations, and you are reporting this on my credit report, you are conducting collection activities on zombie debt. I'm sure you are aware of the provisions in the Fair Debt Collection Practices Act XXXX FDCPA XXXX. However, I would like to point out that your firm has violated provisions of the FDCPA by implying that the legal status of the debt is collectible by reporting the alleged debt to the credit bureaus. The exact statute : [ 15 USC 1692e ] ( 2 ) The false representation of -- ( A ) the legal status of the alleged debt and ( B ) any services rendered or compensation which may be lawfully received by any debt collector for the collection of a debt. I am also doubtful that you would have adequate documentation to prove in court that you have the right to report this negative information on my credit report, and therefore you are in violation of the Fair Credit Reporting Act as well as the FDCPA. However, I will give you the chance to prove that you are lawfully entitled to report this information by requesting an investigation. Under the FDCPA I am also invoking my right to ask you to stop contacting me unless you can provide adequate validation of this alleged debt or notification that you are ceasing collections activities. Please remove this account immediately from my credit report or I will have to take legal remedies which may include lawsuits and notifying our state attorney general 's office. In addition, I'm sure your legal staff will agree that non-compliance with this request could put your company in serious legal trouble with the FTC and other state or federal agencies. Under the FCRA and the FDCPA, each violation is subject to a {$1000.00} fine, payable to me.
Company Response:
State: FL
Zip: 33618
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A