Date Received: 2021-03-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX or XXXX ( XX/XX/XXXX ) I engaged my mortgage lender about a mortgage deferment program due to the loss if income, and eventual loss of job, that I suffered due to Covid-19. They informed me that, due to demand, they would put me in the backlog of mortgage deferment program applications, and temporarily place in a forbearance plan until they could reveal their deferment program. Since then, I have called at least each month, and in many cases multiple times per month, to ask about the status of my deferrment plan. Each time I have been told that the derment plan is " in progress '', that they are " working on it '', and that the agent has " escalated '' the plan. To this date I have received zero communication from them. They have never called me back - I have always had to follow up, and progress through the entire phone tree, often taking 1 hour each call, just to finally speak to a loss mitigation specialist, who each time has zero information and repeats the same line without giving me any additional information.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I've been banking with Citizens Bank since I was XXXX, and until recently, they were a great bank. The employees at the XXXX branch were always helpful and exuded amazing customer service. The Saturday before XXXX XXXX XXXX, I received a text message from what I thought was Citizens Bank alerting me that someone had to use my debit card. I responded NO to the text and then received a call from what I thought was Citizens Bank ( they had spoofed the number ). They assured me I would be receiving a new debit card, and they would waive the fee for expediting the card to me. I did not give them any information over the phone, but they were " testing '' a new fraud protection program to ensure my account was secured. They sent text messages to my phone through a testing account called dispute transactions. A few days later, I saw four separate XXXX transfers for {$500.00}. For the record, I don't use XXXX ; I only use XXXX. Apparently, Citizens Bank did not think four separate transactions for {$500.00} were suspicious behavior and did not contact me when the transactions went through. Upon seeing this myself, I filed a fraudulent claim. I was updated by a Citizens Bank representative that it's going to be incredibly difficult to get my money back and that I should contact the Attorney General 's office. Not only was this {$2000.00} for rent and utilities, but also for wedding and school expenses. My fiance and I are also saving up for a house and considered financing with Citizens. Every person I've spoken to from the Citizens Bank call center has been incredibly rude, callous, and condescending when I was the victim of fraud. What's even more disconcerting is that I found an XXXX XXXX article about XXXX and consumer scams XXXX https : XXXX ). Still, yet Citizens has left me feeling like nothing can be done to recuperate money I worked incredibly hard for.
Company Response:
State: NH
Zip: 03104
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I received a statement saying that the bank citizens one did not receive my XXXX $ Monthly payment for the month of XXXX. I never even opened an account with this bank
Company Response:
State: WI
Zip: 53209
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I signed up for a checking and savings account at citizens bank on XX/XX/XXXX with the promotion as detailed below : " Get a bonus of {$300.00} when you open a new one deposit checking or Platinum checking account and make a direct deposit of {$500.00} or more within 60 days Get an additional {$200.00} when you open a new green savings or platinum savings account with a minimum of {$15000.00} not currently on deposit with Citizens Bank and maintain that balance for 3 months ( this must be the initial deposit according to comments ) Get an additional {$100.00} when you do both '' I have been credited for the checking account portion of this promotion, but have yet to receive the other {$200.00} & {$100.00}. I have contacted citizens bank on numerous occasions to get this resolved, but they have not credited the account in accordance to the stipulated pay out date which was listed on the application. I have contacted citizens bank via their online Secure Messaging portal on various occasions over 3 months for a total of roughly 15 messages. I have contacted them over the phone on XX/XX/XXXX, which they did not answer the phone and again this morning on XX/XX/XXXX which they hung up on me after 47 minutes on the phone. Citizens bank should credit my account for the correct portion of the bonus as stipulated in the application and as I have met all of the terms. This is unacceptable and not what I signed up for.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I made a deposit a year ago XX/XX/XXXX. They waited a year XX/XX/XXXX to take the {$600.00} I deposited a year ago out that I deposited. I have the deposit slip bank XXXX. XXXX XXXX. Transaction XXXX XXXXXXXX XXXX. Submitted for deposit. XXXX XXXXXXXX XXXX XXXX location in XXXX XXXX MI XXXX # XXXX. Citizens Bank. # XXXX XXXX XXXX citizens bank.com/online-banking No phone call or letter in mail or text or e mail. They said teller was over on her drawer on XX/XX/XXXX and just deducted the {$600.00} from my checking account # XXXX. Citizen bank XXXX. Please investigate this matter. I feel they had no justification to take out {$600.00} from my account with no evidence just based on the tellers mistake. And this is one year later. XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX
Company Response:
State: MI
Zip: 48314
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I have a checking account and credit card from Citizen 's Bank. I had to unfortunately close my account because I am moving and this bank is not in my new area. I informed the bank that I want to close my account and paid literally hundreds of dollars in overdraft fees and other optional fees to the bank. I found out that later on that the fees continued even after I asked for my account to close. I had to pay another {$270.00} or so in fees to this bank again. In these times, banks such as Citizens Bank shouldn't double dip and charge a {$37.00} fee and then a {$30.00} fee because those fees literally allow them to charge me more!
Company Response:
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went on line with Citizens Mortgage wanting to pay an additional {$100.00} towards my principal on XX/XX/XXXX a payment of {$1700.00}. On XX/XX/XXXX a second payment of {$1700.00} was again automatically withdrawn from my checking account at Citizens Bank. When I checked my account on XXXX I saw the 2 payments had been taken instead of one. I contacted Citizens Mortgage at XXXX was told by automated message I would have wait for a call back back on XXXX at XXXX XXXX. A representative called on XXXX and said I could not receive my funds back for 10 days, despite the funds being taken from my XXXX. Upset as I was I agreed he said he would make a note and the funds would be returned to my account. I waited until XX/XX/XXXX still no funds returned. I called again and the representative said due to weather in TX my refund was not processed until XX/XX/XXXX and it would take 5 business days for it to be processed and 5-10 for me to receive my funds in the mail. These funds were never credited to my mortgage and they have held them for 23 days and I cant expect return for another 10 days. Poor customer service and lack of urgency.
Company Response:
State: NH
Zip: 037XX
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I told them that XXXX XXXX is allowing criminals to steal from my checking account. They are making fradulent transactions. I also told them that I did not order this purchase, I told them them not to mail the purchase. Why was I mailed the purchase? I showed Citizensbank and Consumer Financial the emails, why did they renege on the refund? This was a duplicate purchase of {$170.00} on the same day. An item that I did not purchase for {$170.00}, on XX/XX/XXXX, was charged back to my account on XX/XX/XXXX. I told ( emailed ) XXXX XXXX and Citizensbank several times that I wanted to cancel this purchase on XX/XX/XXXX through XX/XX/XXXX, before the transaction posted to the account. Criminals hacking my phone number of XXXX XXXX XXXX refused to cancel the transaction. They told me that I had to let it post to the checking account. That comment did not make sense. There are several people copying my phone number so they wanted XXXX XXXX to deliver the package and ruin my checking account. I am so frustrated with people copying my phone number and talking to me over the phone. I can not make important calls to banks or creditors.Many of my relatives were XXXX this year and I rarely got to talk to them because criminals were intercepting the calls. XXXX XXXX instead delivered the package. After Citizensbank completed the, banking, transaction, anyway, I told XXXX XXXX XXXX to " please do not deliver the package,. " I was dealing with a financial hardship. A criminal pretending to be from XXXX even told me that he was not going to deliver the package They delivered the package anyway. Several criminals were lurking near my home during this time as my father was sick. The criminals must-have evaded my home, because several items were stolen during XXXX through XXXX. I was saddened and distraught. They took advantage of my father ' s home while he was ill. Recently, on XX/XX/XXXX, the purchase of {$170.00} was returned by Citizensbank. I keep trying to call XXXX XXXX and Citizensbank, however, their are stalkers and criminals at XXXX, XXXX and some other people from XXXX or XXXX speaking countries, intercepting the calls, so that I am unable to speak with an authentic representative, from Citizensbank, to resolve the issue. I am not certain what is happening with my banking accounts, but, I believe that someone at XXXX, XXXX or XXXX is responsible for these crazy transactions that I am having now. Why they are harassing me? Why are they trying to ruin my life? Why are they stalking me? They might me be XXXX or have a mental problem.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: On XX/XX/2021 Citizens Bank called my 4 times unless then an hours. I spoke to them once told them I would pay them when I had the money! That did not sit will with them!!! I have ask for help from this company for 5 months now and they offer no help. They just put your bill up and thing thats ok!!! Im sick of the harassment when I am unemployed and doing the best I can!!
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Citizens One Home Loans granted me a COVID forbearance which was to end in a payment deferral as of XX/XX/21. I resumed my mortgage payment as directed yet because their systems were not updated with the COVID forbearance information they reported me delinquent on XX/XX/21 which brought my credit score down from XXXX to XXXX. I was told the past due amount was added to the end of my mortgage and would be due at maturity. This was a government program where customers are told it would not affect their credit. They are reporting customers as delinquent when their program ends.
Company Response:
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A