Date Received: 2021-02-12
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: This bank is horrible and in violation of the law they treat me horrible I have a credit card that is with their collections and their very rude to me its charged off for months Ive been asking for help I lost my job due to being XXXX XXXX XXXX they dont want to settle with me they give me a hard time and when I called them and asked for a statement to review my balance by law they are supposed to to validate my debt I want to see my balance and demanded they mail me a statement they refused very bad business practice
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Citizen Bank Home Mortgage approved my forbearance due to COVID-19, and in XX/XX/2021, Citizen bank approved deferment option. At the same time, they reported to credit bureau of been OVER 180 days late. I tried to contact Citizen Bank several time and the customer service rep kept lying to me about the situation.I requested to talk to supervisor, but they'll not let me talk to the supervisor. I requested a call back but no one ever called me back.
Company Response:
State: TX
Zip: 797XX
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Credit inquiry on my report should be taken off I dont have a product from Citzens one.
Company Response:
State: NY
Zip: 10451
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home equity line of credit from Citizens Bank, NA. Every month I was giving an extra {$1500.00} a month all towards the principal amount. I was also paying the minimum payments of principal and interest. So now it came to my attention that the bank was taking an extra interest amount off of the XXXX extra I gave a month. I asked them to correct the issue and they did and went back a couple months. I wanted the entire Line redone correctly because the bank is keeping all the extra money I gave because they misdirected payments. Please help with this. Thank you.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Problem with cash advance
Subissue:
Consumer Complaint: We refinanced with Citizens Bank our existing equity loan with XXXX to have it paid off on XX/XX/XXXX. This payoff to our existing account with XXXX was to be be paid on XX/XX/XXXX as shown on their loan documents ( copy attached ). To date we have contacted Citizens more than 10 times beginning XX/XX/XXXX to no avail that the loan is still outstanding. Citizens has provided nothing but lip service from our inquiries with no resolution that the loan is paid off. They have refused to contact XXXX, even giving written authority, to attempt to remedy the issue. Currently I still have the loan with XXXX which I must pay while waiting for Citizens to remedy the issue. Meanwhile Citizens really has not shown any effort to remedy their mistake. We respectfully request Citizens be sanctioned and penalized for their their negligence in failing to payoff our loan timely.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I called and asked if I could close the account I didnt open it but they said they would do and investigation
Company Response:
State: CA
Zip: 94061
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I sent the attached letter to Citizens One certified on XX/XX/XXXX and have yet to receive a response. The company is required to send me a signed contract with the signature matching my ID to validate the debt.
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I applied for a new checking account with Citizens Bank XX/XX/21 ( Application # XXXX ). On XX/XX/21, I received an email from Citizens stating that my new account was open and a {$50.00} transaction was processed from my debit card ( from another institution ) to fund the account. At this point, I setup an online account to access my new checking account and setup my paycheck to be direct deposited into this new account at Citizens Bank. I opened this account under a promotion offered by Citizens Bank for a {$400.00} bonus for opening a new checking account with direct deposit ( Promotion code = XXXX ). On XX/XX/21, I received in the mail a new debit card for this account. When I called the number to activate my debit card, I was instead forwarded to a representative. He said there was a problem with my account and he needed to speak with a supervisor. After waiting for a total of 45 minutes on hold, the representative told me there was nothing he could do to help me and nothing he could tell me about the problem. He said I should wait for a letter in the mail which would come in a day or two. At this point, I also realized that my online account was locked and I could no longer access my account. On XX/XX/21, I finally received a letter from Citizens Bank. It stated that my account had been closed. It offered no other information other than vague threats like " If you continue using this closed account, we will be forced to place a freeze on it. '' In fact, earlier that day my paycheck in the amount of {$500.00} was direct deposited to this account, as I had set up earlier. The letter also claims that they will send me a check for the balance at some point in the future. But they have no right to hold my money. They have already held {$50.00} for more than 2 weeks and now they are also holding an additional {$500.00} from my paycheck. Furthermore, as I have set up ( and they have received ) the direct deposit required for the promotion they offered me, I am now due the {$400.00} bonus that was promised. At this point, I have no idea when I will get my money as they have refused to speak with me on the phone. The letter I received is signed by " Fraud Operations '' but it seems clear that Citizens Bank is the one perpetuating a fraud here. The have enticed me to sign up for an account under false promises of a bonus, and then locked me out of access to my own money. I have attached screenshots showing the promotion that was offered and the promotion code attached to my account application. I have also included a copy of the letter I received. Finally, I can not provide my full checking account number as I have been locked out of online access.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested my home mortgage be place in coivid forbearance in XXXX of 2020. In XXXX I reached out to Citizens One asking them to cease the forbearance and add the missed payments to the end of the lifetime of my loan and have my normal payments resume in XXXX. They told me it would take 45 days to process this request ( while my other back took 2 days ). I called back after 30 days and it was still processing. At 45 days it was still processing. At 60 days it was still processing. It took THREE months in total for them to approve the shifting of the payments to the end of the loan. In the meantime I was being told I had to stay in forbearance or they threatened to report the missed payments to my credit, thus I could not resume normal payments. Even if I wanted to pay the mortgage-I was being threatened not to. On XXXX, five months after my initial request to end my forbearance, I was approved to defer the remaining payments to the end of the loan. I made my XXXX payment only to find that they applied it to the previous XXXX instead of XXXX. When I called to correct this and ask why my balance still showed as owing all the back payments, they informed me it would take several months for the " back end team '' to bring my statement up to date-thus DESTROYING my ability to apply for car loans, refinancing, credit cards, given it appears Im {$6500.00} behind on my mortgage. Im still being told Im in " forbearance ''. Based on their dates I now will have in total been forced into six months on UNREQUESTED, THREATENED forbearance I never needed or wanted. I do not understand the fraudulent, nefarious reasons for these delays by citizens one, but it is NOT in alignment with the intent of the COVID relief act and appears to be putting tens of thousands of borrowers like myself into potential financial jeopardy. I would like my account to be immediately set to the correct balance under the terms of their deferment plan and I would like all forbearance to end.
Company Response:
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX is my second language. I have a friend entering this information for me. I cosigned two student loans with Citizens Bank in XX/XX/XXXX. I cosigned one loan in the amount of {$2900.00} for my sister XXXX XXXX and cosigned another loan in the amount of {$11000.00} for my sister XXXX XXXX. XXXX is a XXXX XXXX XXXX for fall & spring semester. My understanding was that both loans had no payment due. In XXXX I got a call from Citizens Bank stating I would soon be 90 days past due on the account for XXXX. I never received any bills, calls or notices for this student loan being due. I called XXXX on XX/XX/XXXX with help from a friend, XXXX XXXX - we spoke with XXXX at XXXX XXXX XXXX about why that loan was in repayment. We were told that when we filled out the loan paperwork at Citizens Bank - a box was checked stating I wanted to make payments right away on XXXX 's loan and a box was checked to defer on XXXX 's loan. Also XXXX XXXX stated that email communication was checked on the application therefore all payment notices were sent to student 's email even if the loan was co-signed for. The Citizen Representative filled out these forms for us and this was an obvious mistake. This was new information to me. XXXX is a XXXX XXXX XXXX beginning a 4 year program. She was in school full time from XX/XX/XXXX and is enrolled full time for the spring semester XXXX. We called back again to XXXX XXXX and spoke with a XXXX. We described what we had learned and he said we needed to fill out a School Verification form proving that she had been full time, then take it to the school XXXX XXXX XXXX and they would complete it, then forward it to XXXX XXXX proving she was a XXXX XXXX XXXX. Once that was completed they would reverse the late charge reporting. XXXX sent us the form XX/XX/XXXX and it was filled out by the school on XX/XX/XXXX and sent to XXXX XXXX. Today XXXX we checked with XXXX to see if the lates charges were removed. They were not removed. We called XXXX XXXX today and spoke with XXXX. He said they had received the school verification form from XXXX BUT he stated very clearly that the reporting can not be reversed even though a mistake was made at the Citizen 's branch. My credit score with these two late payments has dropped my credit score 90 points and I am trying to reduce my housing payment by {$300.00} through a refinance and now can not do it.
Company Response:
State: MA
Zip: 01013
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A