Date Received: 2020-10-28
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Attached is a credit report as of XX/XX/XXXX. XXXX claims that Charter One/FM account is no longer affecting my credit score and this is not the truth. On XX/XX/XXXX there was a negative hit on my account on charter one/fm after no activity on this account for over 7 years. This account should have been removed and no longer aloud to affect my credit. This account went delinquent in XX/XX/XXXX and was charged off in early XXXX which can be viewed on the credit report attached. After over 7 years of no activity the same account can be seen charged off again in XX/XX/XXXX after no activity for years. This did not make any sense and has still not been explained by XXXX. This update and negative charge off in XX/XX/XXXX affected my score and XXXX is reporting that I have had a late payment on this closed account in the last year. If an account has been closed for years how can I have made a late payment in XX/XX/XXXX? I have not made any late payments in over 7 years, but XXXX is reporting my credit file with late payments in XX/XX/XXXX. This has not been explained to me and this has affected me greatly during this pandemic.
Company Response:
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was affected by Covid. I contacted Citizens OneHome Loans ( the servicer of my mortgage ), about the forbearance being offered. I was instructed that while I am on a forbearance my credit would not be affected in the negative. During my forbearance, the Principal of my loan has been reported to the credit bureaus as {$170000.00} XXXX. Im at the end of my forbearance, I contacted Citizen One Home Loans and are working with them on the back payments. Citizens One Home Loans has extended the forbearance 2 months while working on a deference. I received a mortgage statement dated XX/XX/2020, the outstanding Principal is {$170000.00} XXXX, however on XX/XX/2020, Citizens One reported to the credit bureaus the Principal as {$170000.00} XXXX. This has dropped my credit score, when contacting Citizen One Home Loans with the issues I was told this not reflected in their system and was questioned on IF this really happen. I am not sure if they are or have done anything to correct this problem.
Company Response:
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I attempted to make a {$200.00} withdrawal from a Citizens bank ATM which was declined due to an equipment error by the ATM unit. The next morning I saw that my account had been debited the {$200.00} which I never received. I attempted to resolve the situation in telephone calls to Citizen 's Bank on XX/XX/XXXX and again on XX/XX/XXXX but was told that their " investigation '' was ongoing and that I would need to wait until XX/XX/XXXX before the funds I never received would be credited back to my account. If Citizens Bank is doing this to me, then they are definitely doing it to other people who can not afford {$200.00} being taken from their account by their bank 's malfunctioning ATM machines and I hope that CFPB can help correct this gross deficiency by this bank.
Company Response:
State: OH
Zip: 44111
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens Bank cashed a check with no signature that was also post dated by a month. I am listed on the account and also have POA on the account. I have contacted Citizens Bank 8 separate times to get my mom 's money back for {$90.00} since she never signed the check. The bank was unresponsive, but most of the employees agreed it was clearly a bank error that allowed the check to cash. Citizens said the bank was presented to XXXX, so it is XXXX ; XXXX fault and they can do nothing. I made a video here : XXXX XXXX XXXX The last call was to the Chairman of Citizens Bank 's office and the record, single party consent, it on the linked video where they refuse to reimburse the account.
Company Response:
State: NJ
Zip: 08332
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Citizen 's Bank for a vacation home in XXXX XXXX New Jersey. Taxes are paid there quarterly. Citizen 's is escrowing for taxes and not paying them. I called the XXXX XXXX tax office XXXX on XX/XX/2020 and was told Citizen 's Bank needed to submit a bank code. I spoke with XXXX at Citizen 's Bank tax office XXXX and was told it was under review. I called XXXX XXXX at XXXX tax office on XX/XX/2020. He said they had not received a bank code from Citizen 's Bank still. Called CB again on XX/XX/XXXX and was told they still hadn't paid taxes. I ended up paying the third quarter tax bill myself. Now my fourth quarter tax bill is due XX/XX/XXXX and CB still has not paid the bill and said they have an extension which is untrue. They have 10 day grace period but they don't even acknowledge receiving the tax bill which I uploaded to them on XX/XX/XXXX.
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Problem when making payments
Subissue:
Consumer Complaint: On XX/XX/XXXX, I upgraded my XXXX XXXX XXXX to the XXXX XXXX which would have closed my current loan with Citizens One for my XXXX and opened a new loan for the XXXX. When I received the product I decided that I did not want to upgrade and I wanted to wait until the newest phone came out so I returned the XXXX XXXX that I received and got confirmation that the phone had been fully returned and was received at their warehouse. I called Citizens One to let them know and they told me that it usually takes a few weeks for the loan to be cancelled and my current loan to be taken off of a " Hold Status '' and put back into normal payment status so I could continue to make the payments until the new phone came out. I checked back in at the end of XXXX and the loan was still on hold, I called both XXXX and Citizens one about this issue and they both said it could take up to 60 days for everything to go back to normal. I checked again in early XXXX and again saw the loan still on hold and no payments had been taken for my current loan for my XXXX XXXX XXXX that i still had. I called Citizens One again and they again told me it was an XXXX issue and that their back office hadn't sent them information to let them know that the phone had been returned and my current loan to be resumed. However, the loan that was opened for the XXXX was CLOSED and showed the refund to XXXX so I asked why this wasn't good enough to show that the phone had been returned and no one could answer my questions. I conference called Citizens One with an XXXX support specialist and the billing specialist that we were speaking to at Citizen 's One was rude and could not give us any information as to how XXXX normally goes about correcting this information and she said that we would have to figure it out on our own because it was not her job to fix XXXX XXXX mistakes. This has been going on for almost 5 full months and I am very frustrated as NO ONE from either XXXX or Citizens One can help me figure out how to correct this issue. I am filing this complaint because they are withholding my ability to make payments on the current loan I hold because of their back office communication problems. The attached documents show that the new XXXX loan number on the original invoice from my purchase is no longer open - as it has been paid off ( because the phone was returned ). There is the confirmation of receipt of return and a screenshot of my Citizens One online account showing my loan is STILL in " Hold '' Status.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There was an unauthorized personal loan which was taken out in my name with Citizen 's Bank in XX/XX/2019. I did not know about this loan until XX/XX/2019 when I received a letter stating that they have not received payment for this loan. I explained to them that I have not authorized this loan and did not received any monies from Citizen 's Bank. I fill out all of the paperwork requested of me by Citizen 's Bank, I had a police report file as well as the letter from my bank stating that no money from Citizen 's Bank was deposited into any of my accounts and was sent to Citizen 's Bank Fraud Department. I also put a freeze on my accounts at all of the 3 credit reporting bureaus and filed disputes which each of them. After dealing with Citizen 's Bank Fraud Department, I only receive letter stated that they are denying my claim. No reason or documentation was provided regarding the denial. I'm having a difficult time contacting them as they do not answer their phone number. I continue to send them faxes providing documentation showing that I did not authorize this loan. No response from Citizen 's Bank, accept for a pre-printed denial letter generation. Please help me to clear up with situation with Citizen 's Bank. Thank you.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Received a letter from Citizens Bank in late XXXX of this year ( 2020 ) informing me my accounts would be closed with no reason given. I had been a customer for over ten years with an account in good standing. I emailed the CEOs office to try and get an explanation or reverse the decision, but they treated me like I was just a waste of their time. Ive done nothing wrong. Something is seriously wrong with banking regulations if banks are allowed to do this. Only XXXX and XXXX should be treated like XXXX and XXXX, not innocent customers.
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: There was an unauthorized personal loan which was taken out in my name with Citizen 's Bank in XX/XX/2019. I did not know about this loan until XX/XX/2019 when I received a letter stating that they have not received payment for this loan. I explained to them that I have not authorized this loan and did not received any monies from Citizen 's Bank. I fill out all of the paperwork requested of me by Citizen 's Bank, I had a police report file as well as the letter from my bank stating that no money from Citizen 's Bank was deposited into any of my accounts and was sent to Citizen 's Bank Fraud Department. I also put a freeze on my accounts at all of the 3 credit reporting bureaus and filed disputes which each of them. After dealing with Citizen 's Bank Fraud Department, I only receive letter stated that they are denying my claim. No reason or documentation was provided regarding the denial. I'm having a difficult time contacting them as they do not answer their phone number. I continue to send them faxes providing documentation showing that I did not authorize this loan. No response from Citizen 's Bank, accept for a pre-printed denial letter generation. Please help me to clear up with situation with Citizen 's Bank. Thank you.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been customer XXXX XXXX XXXX Mortgage Co for last 20 year. Since XX/XX/2020 i requested for refinance of loan. I have been making payment for last 20 year on time. My credit Score is over XXXX point. They agree to refinance my loan with no point.My loan officer send me estimate I signed and send it back to processing department. At the time closing bank charge me XXXX more then initial estimate. I tried to talk to loan officer plus her supervisor, Even called Head of Mortgage Division. No body has show any interest to solve the problem. I believe it is against the law. Please look into the problem. XXXX XXXX XXXX XXXX @ XXXX XXXX
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A