Date Received: 2020-11-23
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I have contacted the creditor/company many times, but they have failed to provide me with necessary documents that will prove this account or debt belongs to me and it has resulted in loss of credit rating.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Citizen One Bank customer service on at least two ( 2 ) separate occasions via telephone ( XX/XX/XXXX and XX/XX/2020 ) and once via Certified Postal mail ( XX/XX/2020 ) to request that my PMI charge be removed from my mortgage as a result of having a 77.2 % LTV ratio which falls below their required threshold of 80 % or lower. To date Citizen One bank continues to send me the same generic letter informing me of the steps I need to take to request that PMI be dropped even though I sent the required written request as they have requested. I reported this issue to a Customer Service Representative ( XXXX ) on XX/XX/XXXX who confirmed that he saw the same letter has been sent out repeatedly and who spoke with his Supervisor to confirm that all I needed to do was send a written request informing them of my request as a result of meeting their LTV ratio threshold. I mailed the written request which was sent via Certified Mail and received by Citizen One Bank on XX/XX/2020 yet my request was answered with yet again the same generic letter I've received multiple times previously. At this point I believe Citizen One Bank is failing to met their obligation to drop my PMI payment as a result of meeting the necessary requirement in an effort to extort additional fees from me.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Greetings, This complaint is against Citizens Bank located at XXXX XXXX XXXX XXXX XXXX, Mi XXXX. Recently I noticed or I shall say I became suspicious of inconsistent transactions on my account. Money is disappearing from my account without my authorization. And that's just the beginning of my problem. On XXXX XXXX 2020 I noticed a transaction that was unauthorized and i called the bank immediately to report the transaction as fraud. My account was closed and the representative has issued me a new card. During the conversation with the Bank Representative I stated that I will like mailed copies of my entire transactions history. I was told I will be charged for wanting mailed copies. The Rep suggested online Banking about transaction history and she gave me an id number and reset password code. On XXXX XXXX 2020 at around XXXX I called Citzens bank because my online banking account was blocked. I spoke with two representative before they ended the call and stated that I could not have access to my online banking history. I was told that I can't look at my transactions history to determine any other incidents of fraud on my account. At that point I asked for an address to file a complaint and i was given a po box and an unknown number to call in regards to complaints. I asked the representative to transfer me to a supervisor because I didn't understand why I was denied access to my account, given a PO BoX address to file a complaint, and given a number to call that isn't associated with my bank. As of today XX/XX/2020 I can't access my online banking account, I can't get any mailed copies of my banking history, and I can't speak to any supervisors at Citizens Bank. I was placed on hold to speak with a supervisor for 2 hours and 36 minutes before the Bank associates ended the call. I call back and the representative say 'Hello ' right before they end the call. I call back and the cycle continues. The Representatives at Citizens Bank are nasty, rude, disrespectful, and psychotic. Can you call me as soon as you get my complaint. My name is XXXX XXXX. My address is XXXX XXXX, XXXX XXXX, Mi XXXX and my cellphone is XXXX XXXX XXXX. My email address is XXXX.
Company Response:
State: MI
Zip: 48038
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Hi I had fraud in my Citizens Financial Group. credit card ending in XXXX. This happened back in XX/XX/XXXX and XX/XX/XXXX. On the XXXX there were 2 charges made for {$2900.00} and on the XXXX for {$1400.00} and all of these 3 transactions were unauthorized charges and were made without my knowledge/consent. I had lost my wallet and in it my credit card and ID. I sent Citizens the police report that I filed at the time, I also told them I am willing to sign an affidavit stating that these transactions were made without my consent but bottom line Citizens still didnt give me credit back for this and are holding me responsible for this. These transactions happened overseas. I have been fighting about it ever since and I am trying to get to the bottom of this. They have been very unprofessional and I have the hardest time trying to reach out to a representative that I can talk a discuss the matter. I dont know what else is it that you these guys need from me. I told them to try contacting the merchant, check cameras, whatever it is that they need to do. I just want to get to the bottom of this and I want the credit back into my account. I will keep fighting this and appeal it cause I wont be held responsible for any unauthorized transactions. If theres anything you can do to help, please. Thank you My kindest regards to you.
Company Response:
State: NY
Zip: 11370
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX, XXXX - XXXX XXXX add a hard inquiriy on my credit report per XXXX. On XX/XX/XXXX, XXXX - XXXX XXXX add a hard inquiriy on my credit report per XXXX. On XX/XX/XXXX CITIZENS BANK add a hard inquiriy on my credit report per XXXX.
Company Response:
State: TX
Zip: 77036
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We started the refinance process with Citizen 's Bank on XX/XX/XXXX. Citizen 's sent an email with various documents to be reviewed and signed, which we did on XX/XX/XXXX. An appraisal. was done on XX/XX/XXXX at a cost to us of {$580.00}. On XX/XX/XXXX, a processing specialist sent an email stating the loan is conditionally approved and she had a few questions and document requests. on XX/XX/XXXX, we answered all requests. We have reached out to the loan officer numerous time and been told there's a backlog. After 4 months, we called corporate and asked to speak to his supervisor. We call the supervisor multiple times and he never responded. We feel like we've neem taken advantage of since we've spent {$580.00} on the appraisal and still haven't received the loan. We could have went to another bank, but they would want another appraisal at our cost again. We've called the PA Banking Commission and they referred us to this office. Thank you, any help in this matter would be appreciated.
Company Response:
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hard inquiry listed on my credit bureaus were not initiated by me
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan originated with XXXX XXXX XXXX in XXXX of XXXX. I set up an auto draft payment for the XXXX of every month and never missed a payment or had a late payment. In XX/XX/XXXX my mortgage was sold to Citizens One without any communication to me or my husband that this had taken place. Being that our mortgage payment was drafted from a separate account and we hadn't received any communication via mail, email, phone call, etc. we believed our mortgage had been getting paid. It wasn't until XX/XX/XXXX that I was made aware that not only was my house at risk of being foreclosed but my mortgage lender had changed and they hadn't received any payments since the change. I paid any passed due payments right then to get my account current and informed them that I was not made aware of the change of lenders. Their response was basically an implication that it was not their problem. Moving forward I had no issues with paying on time until XX/XX/XXXX I changed the bank account my ACH payment was drafted from. Despite changing the account within the time frame stated by the company and receiving a confirmation email that the account was successfully changed Citizens One still drafted from the old account, which had been closed, and charged me a NSF fee. I spoke with a representative on the phone, whose tone was extremely rude, and she stated that it was my error for changing my banking information through their app, that they pushed on me to utilize, and that I had to wait another 24 hours to update the information via their website. Well 24 hours later I update the information and get another confirmation email that my banking information has changed. On the XX/XX/XXXX I checked my account online to ensure that my ACH payment drafted correctly. My account showed past due and that there was no payment made, so I quickly make the payment as to avoid any late fees. The next morning when I check my account online they have now drafted 2 payments of {$1300.00} back to back, 1 being the ACH that was scheduled for XX/XX/XXXX & 1 being my manual payment. My bank account did not have enough funds to cover two mortgage payments at once so instead of reversing one payment, both payments were reversed but none of the funds that were drafted have been added back into my bank account. I can not get anyone on the phone, and the messaging center representative is apparently not understanding what my issues are. I have no idea what to pay, when to pay, how to pay, and to top it all off they have reported to the credit bureau the late payments from when the lenders changed so my credit score has dropped significantly. I am very concerned that they will continue to be detractors on my credit report, my bank account, and my quality of life if there is no certainty that when I am making payments towards my mortgage the funds are being applied accordingly.
Company Response:
State: LA
Zip: 70769
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX we entered into a purchase agreement for a home. The home was a short sale with 3 lenders involved. The 3 lenders are XXXX ( the main lender ), Citizens Bank ( junior lender ) and XXXX ( junior lender ). We sold our house in good faith and moved into a hotel on XX/XX/XXXX because we were told the short sale for our purchased home would be closing soon. XXXX, which is the senior lender, has been cooperative, as well as, XXXX, one of the junior lenders, throughout the entire process. Citizens Bank, however, has been giving us a difficult time, missing deadlines, dragging the process out, resulting in the expiration of approvals given by the other two lenders. The law firm which started the short sale process for the homeowners has already dropped the case as two of their workers experienced issues with Citizens Bank from the beginning. For example, Citizens Bank would say that papers were not received, or that the Short Sale Package was incomplete, causing the processors to resend duplicative paperwork numerous times. Due to Citizens Banks failure to act in good faith over the past seven months, we have been living in a hotel since XXXX of XXXX. All of this occurring during the pandemic, with no resolution nor any end in sight from Citizens Bank. Other than duplicative follow-ups, the only response we have received from Citizens Bank is we're reviewing it. As noted, the failure of Citizens Bank to provide timely responses, has caused original approvals to expire, requiring us to restart the entire process several times. Despite completing an appraisal during the first round, Citizens Bank has ordered another appraisal of the property since the previous one has expired. The relationship manager at Citizens Bank has verbally told our negotiator that the appraisal came back at XXXX, while our purchase agreement is for XXXX. The relationship manager then stated that she sent a copy of the appraisal to the purchase property address, which no one received because the property has been vacant for 3 months already. Although we never received the appraisal, Citizens Bank is refusing to share a copy with us. We were told by Citizens Bank that we would have a decision on XX/XX/XXXX, but since that day Citizens Bank has been telling us that it is with upper management now and no decision has been rendered. This is another deadline missed by Citizen Bank. Citizens Bank is not following any banking and or government guidelines, which results in this process continuing with no end in sight. We are without a home during a pandemic. This is causing grave emotional stress and duress to me and my wife. It is interfering with our life and our well being. I feel I am being discriminated against by Citizens Bank because when I reached out to our relationship manager on XX/XX/XXXX, two days after their missed deadline, she started yelling and screaming at me. She kept repeating herself and yelling, asking how dare I call her. I tried speaking with her normally and she just kept yelling at me. The actions of Citizens Bank make me feel targeted. They have failed to show any good faith and fair dealing during this entire process. Our negotiator has been calling everyday with no positive outcome. The other two lenders have resolved their part of the process in a matter of weeks, while Citizens Bank has been stretching this out for over eleven months, without any willingness to cooperate.
Company Response:
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage company never updated my mortgage account They still put me in forbearance plan I never ask for it!! I been paying my monthly regular I keep trying to contact them about this matter!! But always system still updating your account. Been like that over 3 month This is not right!! They need to make my mortgage current!! To check everything online Thanks
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A