Date Received: 2020-12-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Good morning, My name is XXXX XXXX. I am filing a complaint with Citizens Bank. I filed a claim for {$4000.00} on XX/XX/XXXX for fraud. I lost money to a scam on a dog walking app via a check deposited into my account Citizens Bank did not detect as fraudulent. The claims department took ten days to investigate and sent me a letter on XX/XX/XXXX saying " Records indicate that you engaged and authorized the transactions '' and as a result they didn't credit me the {$4000.00} I lost to fraud. They also said that someone from the claims department was going to call me to further explain their decision. Someone called on XX/XX/XXXX via an unknown restricted number. I didn't pick up because it was an unknown number. They left a message asking me to call them back. I tried calling back but couldn't since it was restricted. I have called Citizens Bank customer service nearly every day since. Every time I call they say they'll escalate it to claims and someone from the claims to department will reach out in 2 business days. I asked if there was anyway I could reach out to claims and they said no since they were all working from home because of the pandemic. The only way to get in contact with them is for them to call me. It's been over two weeks an no one from claims has reached out! Someone from the customer service department in claims even notified their manager to get claims to reached out and claims still hasn't done anything!! Background about the scam : I XXXX XXXX XXXX through an app called XXXX. A person named XXXX reached out to me on XX/XX/XXXX asking me to XXXX XXXX XXXX and to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. ( Which I thought was kinda weird but figured was harmless cause its a XXXX XXXX app ). He was moving with his family from XXXX to XXXX which is where I live. He sent me a check of {$3900.00}. I kept {$80.00} of that for the money I would make XXXX XXXX XXXX. When it was deposited he texted me saying his wife found a better deal elsewhere where he got a 30 % discount on the dog food and to send the remaining {$3900.00} to a woman in XXXX Alabama. I did that and incurred a sending fee of {$120.00}. Then when that was sent to her he texted me saying something wasn't working on his end and emailed me a new check. I went to deposit it yesterday morning ( XX/XX/XXXX ) and my bank said it wasn't real and that the check deposited was fraudulent and I had fallen for a scam and lost {$4000.00}. Because the check was fraudulent ( and technically never existed ) {$4000.00} of MY money was taken out of my account and wired to the scammer in XXXX Alabama.
Company Response:
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit reports. Im requested the verification of the inquiries and the method of verification. On XXXX XXXX, 2020, XXXX XXXX, CITIZENS ONE and XXXX XXXX XXXX add a hard inquiries on my credit reports. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response:
State: PA
Zip: 19116
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit reports. Im requested the verification of the inquiries and the method of verification. On XXXX. XXXX,XX/XX/XXXX, XX/XX/XXXX/CBNA, CITIZENS ONE AUTO FI andXX/XX/XXXXadd a hard inquiries on my credit reports. The report does not include information about the creditors. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response:
State: MN
Zip: 55408
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: It amazes me that banks/deposit institutions can charge for overdrafts that could represent over 100 % of the actual overdraft. If you overdraft by {$37.00} at Citizens Bank, you will be charged {$37.00}. What is the equity of that scenario? There is none. My recommendation is for there to be an established a percentage of overdraft for allowable fees up to and including the standard full overdraft charge. So a bank could charge 25 % of the overdraft up to their {$37.00} or whatever the standard may be. Currently ; If you overdraft $ XXXX.you will be charged {$37.00}. If you overdraft $ XXXXyou will be charged {$37.00}. Makes no sense. Make sense? Youre welcome.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company started foreclosure proceedings, through an Utah attorney, after mailing all communication to a wrong address. I finally got the foreclosure stopped after many hours on the phone with lender 's customer service representatives. Many hours of lost work and stressful given I'm still unable to obtain access to certain credit capacities with this falsely reported derogatory information on my credit reports. The lender has provided written acknowledgement that the lender wrongly reported the derogatory information and also provided internal company information noting their error. Additionally, the lender in writing informed me that the credit file would be corrected over a year ago but still continues to report such. I've also opened disputes with all 3 credit bureaus the the lender won't remove the items from my credit bureau.
Company Response:
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2020-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Franklin Mortgage started foreclosure on my property. Franklin Mortgage admitted fault per the attached exhibits. Franklin Mortgage and their foreclosure attorney from Utah, XXXX and XXXX, also stated that the delinquencies would be removed many months ago. This has gone on now for over 2 years and they negligently continue to negatively affect my credit and financial well being. The disregard for decency by this lender and lawyer is detrimental to their customers and unacceptable by any standards.
Company Response:
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently refinanced my home mortgage, originally with XXXX XXXXXX/XX/XXXX I have never missed a payment, or even been late. I refinanced {$350000.00} into another XXXX XXXX XX/XX/XXXX mortgage in XX/XX/2020 at a lower rate ( good for me ). In XXXX XXXX XXXXXX/XX/XXXX sold my refinanced mortgage to Citizens Bank, as they were entitled to do. Unfortunately, the new lender, Citizens Bank, seems impenetrable. I am unable to track what happened to the escrow money, and I can not understand what happened to the principal balanceit went UP. Worst of all, it is extremely difficult to get anyone at Citizens Bank on the phone. Dont they have an obligation to be available to their mortgagees? Over the last several weeks I have tried calling their customer service XXXXnumber XXXX multiple times. Only once have I been able to speak to someone XXXXXX/XX/XXXX XX/XX/XXXX? ) said to check again in a week ). It usually says that due to high call volume they will call me back in a day or two. On Tuesday of this week their message said their call-back system couldn't call me back until 4 days later. Huh? Their secure messaging webpage offers a 5-day turn-around on messages. This is ridiculous. This lack of availability is certainly terrible customer service, but is it in compliance with federal regulations? I have a simple issueI just need Citizens to be reachable to explain what happened to the escrow money and the principal. But they seem unreachable. From a regulators standpoint I want you to know about this difficulty, and I thank you for your assistance and advice.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have you request that the lender correct the mistake with the credit bureaus and ask for the late payments to be removed from all three credit reporting agencies.
Company Response:
State: MA
Zip: 02368
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. On XX/XX/XXXX, US DEPARTMENT OF EDU add a hard inquiry on my credit report per XXXX. On XX/XX/XXXX, XXXX XXXX XXXX/XXXX add a hard inquiry on my credit reports per XXXX and XXXX. On XX/XX/XXXX, CITIZENS BANK add a hard inquiry on my credit report per XXXX. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response:
State: OH
Zip: 43017
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: First, I already have a complaint about Citizens One filed through CFPB. The complaint ID is XXXX. I have another complaint about this company. In the original repossession situation, Citizens One told me it would cost {$4900.00} to make my loan current so i could get my vehicle back. This amount accounted for my XXXX auto loan payment of {$1000.00} not posting in their system yet. This was the first week of XXXX and I had already confirmed with my bank that my {$1000.00} payment cleared my checking account already. Fast forward to XX/XX/XXXX, I paid {$3900.00} to make my account current and was able to get my vehicle back. I only paid {$3900.00} because the XXXX payment posted. I then set up auto payment with the company in an effort to prevent a future situation like this in the future. When I auto payment, I was told it wouldnt take effect for 30 days, and I received a letter stating the first auto payment would be XX/XX/XXXX. Because of this, I paid my XXXX payment over the phone on XX/XX/XXXX. I paid {$1000.00}, and my actual note is only {$930.00}. Today, XX/XX/XXXX, Citizens One took {$970.00} ( note plus a late fee ) through auto payment. My loan should have been current. I would not have been able to get my vehicle back if it wasnt. This was XXXX. I then paid my XXXX payment which would keep it current. Yet, this company took money from me through there auto pay program a month before they were supposed to. I have attached documents. One document dated XX/XX/XXXX says I owed {$5300.00}. This was never the number. The highest it was was roughly {$4900.00}, but I do not have the document stating this amount. I was sent a document by request though, and I believe it was dated XX/XX/XXXX. This XX/XX/XXXX document would have been 3 days before I actually paid what was needed to make the loan current. I paid {$3900.00} over the phone with the repossession service manager. This was the required amount according to her. The second document stated the first auto payment would be drafted XX/XX/XXXX and then on he 5th of every month. Yet, they already took a payment when I already payed XXXX payment in the first place. I have also include screenshots of my bank statements. I feel this company is doing everything they can to put my loan in a default status again so they can repossess it again and double their money at auction.
Company Response:
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A