Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I submitted a complaint to CFPB on XX/XX/ regarding the gross miscalculation of my escrow by Citizen 's Bank. The Complaint number is : XXXX. I spoke to XXXX XXXX XXXX with the Office of the Chairman of Citizen 's Bank on XXXX XXXX XXXX who contacted me to speak to me about the complaint. She was very receptive and advised that she would be investigating the matter regarding my escrow account. I also told her that I had not yet received the {$11000.00} in surplus escrow that was due to me because of the gross miscalculation and she advised that checks are usually mailed out within 10 business days. On XX/XX/, I received an email notifying me that the {$11000.00} has been applied to my XXXX XXXX XXXX mortgage payment. I did not authorize this and no one at Citizen 's discussed applying this payment to my mortgage. Because of the gross miscalculation of Citizen 's Bank of the escrow calculation, I have suffered extreme emotional and financial distress. Now this distress is compounded by their application of the {$11000.00} owed to me and unlawfully withheld from me in addition to failing to pay interest on this money. I was anticipating using this money to pay other bills that I am behind on paying due to Citizen 's gross miscalculation of my escrow balance. When I contacted customer service to discuss the reason why the funds due to me were applied to my mortgage payment without my authorization, I was told they could not discuss this matter with me since I have a pending complaint. Their failure to disclose the reason these funds were applied to my mortgage without my authorization and their failure to disburse the funds that have been unlawfully withheld from me appears to be retaliation of me submitting the complaint to the CFPB on XXXX XXXX XXXX I submitted a complaint on XXXX XXXX XXXX whereby I described the aforementioned unlawful activity by Citizen 's Bank. The complaint number is XXXX A day after I submitted this complaint, I received an email notifying me that it had been closed because it was considered a " duplicate '' complaint. I was notified by a representative with CFPB that Citizen 's Bank closed complaint number is XXXX This is not a duplicate complaint. Instead, it is related to the XX/XX/XXXX complaint. My new complaint is failure to disburse the escrow monies to me. I also contend that this failure is in retaliation of me submitting the XX/XX/XXXX complaint. Citizen 's Bank 's closure of complaint number XXXX is further evidence of their retaliation of me speaking out about their unlawful activity in failing to reimburse me for surplus escrow. If this complaint is also closed by Citizen 's Bank, this will be further evidence of their retaliation. I will not be silenced or intimidated by this Bank.
Company Response:
State: NM
Zip: 87109
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XXXX I engaged with Citizens in a program that changes payment structure. Instead of paying once a month, I started paying every two weeks. My monthly bills do not reflect the new payment structure, nor does the web portal. The most disconcerting is that the amortization schedule reflects the old monthly payments, and says the loan will not be paid until XXXX. It should be 3 years earlier than that. Call center is offshore with no option to speak to someone in the US. They barely understand the English language. They said they could not provide an amortization schedule. I asked to speak with a supervisor and sat on hold for 30 minutes ( 2X ) and finally gave up. I went to a branch and pretty much got laughed at. They said they had nothing to do with the mortgages.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens bank placed a hold on my deposit and froze my account. I received a tax refund deposit on XX/XX/XXXX. Citizen bank placed a hold to investigate. Ive been cooperative and gave them all the proper paperwork to prove that the deposit was from XXXX who handles the deposits from the irs. They have me a expiration date of XX/XX/XXXX which is today to release my funds. I spoke to 3 different representatives and they all gave me different answers on whats happening with my funds. The first representative said XXXX extension. The second representative said XX/XX/XXXX. The 3rd representative said wait until the afternoon. I asked all representatives if I can speak to a supervisor and nobody put me on the phone with a supervisor.
Company Response:
State: NY
Zip: 11691
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XX/XX/2023, Citizens Bank changed the mailing address on my HELOC without my consent, as I missed a payment, they never called me once and continued to send statements ( and I'm assuming demand letters ) to the wrong address for 8 months letting me fall further delinquent. While the address change was small ( removing the XXXX XXXX ) my town does not deliver mail, and thus no letters were received. My credit has suffered due to the delinquent history to the tune of approximately XXXX points. No one is available at the bank to answer my questions, have tried several times to reach out through customer service and i keep getting bounced around.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I placed an order with XXXX XXXX using Citizen Pay store credit card on XX/XX/23 - Order Number : XXXX for a Total : {$1200.00}. It was for an XXXX XXXX XXXX and keyboard. I picked the item up and chose to return it the following day. I returned it to the store in XXXX, FL and have a return receipt showing a refund of XXXX : {$1200.00} ( XXXX cent less than the original purchase ). As of today XX/XX/23 the refund for this purchase has not posted to my Citizens Bank credit account.
Company Response:
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XXXX, I was charged again for a XXXX XXXX monthly bill. This overdrafted my account to - {$120.00}. I was unable to get the account to {$0.00} or positive by the EOD, and the following day the overdraft fee made the balance a - {$160.00}. My only way to get the account back to {$0.00} or positive is to wait for my income. It is a bi-weekly payday, which falls on every other Wednesday. By the time my payday came on XXXX, I had racked up or incurred ( 3 ) overdraft fees. When I reached out the next business day, they pleasantly informed me that they would not be able to help me out which was a rather large surprise. In my XXXX years of banking experience as a customer, I have never had my overdraft fee not returned and I have had XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX now XXXX, and Citizens now XXXX Reviewing online, it seems to be public information that it is not legal to charge an overdraft fee and then not return the fee once the account is brought back to positive. My financial advisor advised that I file a complaint with yourselves, The CFPB, once I shared that my bank had refused to refund the ( 3 ) fees. Citizens Bank, for the first time, is saying we give each account ( 1 ) courtesy return on their overdraft fee and I do not qualify as it has been used. I argue that this " rule '' is made up. As proof, I attached a screenshot from my email showing ( 9 ) times that Citizens has rebated the overdraft fee on my account, and multiple times there were ( 2 ) or ( 3 ) overdraft fees returned at the same time such as in XXXX, XXXX and XXXX. I would like the fair treatment that I received earlier this year to be honored and continued.
Company Response:
State: RI
Zip: 02908
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I tendered a full payment to this company on XX/XX/2023. The tracking number for this payment is XXXX XXXX XXXX XXXX XXXX. They have not updated this account or responded to me to acknowledge that they have my payment even though the package was received and signed for. When I went to a branch, they dont even have the account listed on my report in their system. I am asking for two things. 1. Verify that account exists and a debt is owed. 2. Verify that payment was received.
Company Response:
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Money was transferred from my checkling account unauthorized to unkown party via XXXX payments. 3 different transactions were made in which I had no knowledge of who these payments were sent to. I do not have a XXXX account or access to one. I also do no live in the state where they state the money transfers came from. The bank has not provided any information regarding what device these paymments were made on. I also have tried to resove this with the bankning instituion as I have been a loyal customer with no issues for 15 plus years. I had no reason to overdraft my own account and jeopordize my funds being deposited and charging additional finacial burdens on me. I am very disapointed because I feel like they did not investigate to ensure that there was no way I could have made the tranfers. I live in Ohio and the tranfers were completed and done in a completely different state. The bank never called to ask me what devices I own. I really need the money that was taken from my account.
Company Response:
State: OH
Zip: 44203
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Problem adding money
Subissue:
Consumer Complaint: On XXXX XXXX XXXX, check was deposited into Account. We were told it would be available on XXXX XXXX XXXX Went to branch they said it is with Federal Reserve and is being held for 120 days. No valid reason and no option to return check or funds to originator! {$5000.00} was expected in a few days but was held without option to stop payment. No way was cash and I have no money and am unable to stop payment.
Company Response:
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Citizens bank was over charging my escrow for 2 years on 5-6 occasions. After requesting reasons for doing so, the office of the chairman provide not once but twice signed documents that had false information on my loan history. Dozens of attempts were made by a few parties to get it straightened out. The bank could not provide me with a detailed breakdown of all payments taken rightfully and wrongfully. I consulted an attorney and have been waiting for corrected balance and resolution. I stopped paying the bank in order to prevent the bank from stealing more money from me. Now, while this dispute is still unresolved, they are falsely reporting on my credit saying I am in default, when the truth is the payment stopped until they can return all money stolen, provide true history of my loan, detailed payment history and where all funds taken were allotted, and all late fees and compounding interest removed.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A