Date Received: 2020-10-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This car was totaled in hurricane Irma XX/XX/XXXX it was completely paid off my insurance and gap insurance / XXXX paid immediately for their portion while gap took longer while dealing with a large amount of hurricane claims the lender marked me late sporadically even though the car was paid and out of my possession as of XX/XX/XXXX I was marked late in XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX XXXX
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2020-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Citizens One Bank reported me and my wife as over 90 days late on mortgage payment for XXXX and XXXX. this report dropped our credit score more than 100 points for both of us. I did pay both months on XX/XX/2020. we were in the processing of refinancing our home loan, but because the drop of our credit our application has declined. we started the application in XXXX. the new bank asked Citizen bank many times for the payoff balance many toms, but Citizen bank didn.t provide the information and this cause a huge delay on payment. closing was scheduled in XXXX, but Citizen didn't give us the Payoff balance. Then scheduled in XXXX, XXXX and then XXXX. we got the payoff balance only in the end of XXXX when I called by myself to aske for it, but the bank was reported us already. my wife and I are essential workers. we work hard to build our credit. we haven't reported as late payment before. could you please help us to fix our credit score so we can refinance our home loan. I have attached a copy of my credit report. you can see that XXXX and XXXX over 90 days. I don't understand how come XXXX and XXXX are over 90 days when they are not 60 days away yet.
Company Response:
State: MA
Zip: 01760
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One website would not load and accept my payment until after XXXX. It is the XXXX of the month and their website is post dating my payment I made to the XXXX so they can charge me a late fee. Citizens One has a history of charging unnecessary and improper late fees. In addition, at no time has anyone from Citizens One customer service, corporate office, or executive team made contact with me regarding any of my previous complaints and to date I have never spoke with anyone from Citizens One.
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY MORTGAGE ACCOUNT AT CITIZENS ONE IS XXXX i have been trying to reach citizen one home loans for a long time. There are always long hold times. THIS IS UNACCEPTABLE. ALSO many of the reps are foreigners which impedes on customer service. in XXXX, i was assessed a late payment fee. we all know the postal service is messed up during XXXX pandemic. they shouldn't be charging fees. please take care of this ASAP THANKS, XXXX XXXX
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: We booked a vacation through XXXX XXXX for a vacation on XX/XX/XXXX. When we booked it the agent said that if the Covid-19 situation got worse we would be entitled to a refund. Before our vacation Gov XXXX initiated a travel restriction to the state of Nevada. Being high risk we could not risk our health as well as follow the 2 week mandatory quarantine. XXXX XXXX said they could issue a travel voucher but as far as a refund goes we would have to file a dispute with our credit card company. I filed a credit card dispute with Citizens Bank in XXXX for the amount of {$1400.00}. We were told that it was successful and we were credited {$1400.00}. In early XXXX we then received a letter stating that " a dispute form was sent to us on XX/XX/XXXX requesting specific details pertaining to our dispute '' and that the temporary credit was going to be reversed on XX/XX/XXXX. I immediately called XXXX XXXX asking for an explanation of the form ( which we never received ). They said someone would contact me in the next 24 to 48 hours. I never received a call. I called again and was told I would be contacted within 24 to 48 hours. I never received a call. The third time I called I spoke with a supervisor and was promised that I would be called back. There was never a return call. I also made a 4th attempt but there was no return contact. My 5th call was on XX/XX/XXXX and I spoke with XXXX ( confirmation number XXXX ) and she said the form was an affidavit that needed to be signed and that she would send another that would be received in 7 to 10 days. I patiently waited but no form was ever received. On XXXX I called ( 6th call ) and spoke with another supervisor named XXXX. XXXX could not provide me with any reasons why I was never contacted but gave me a case number of XXXX.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: MY NAME IS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX I OPEN A CHECKING ACCOUNT WITH CITIZEN BANK THE BRANCH THAT I WENT TO IS XXXX XXXX XXXX XXXX XXXX NY XXXX. I JUST OPENED MY ACCOUNTS WITH CITIZEN BANK AND I MADE CHECK DEPOSITS THEY WAS FOR BIG AMOUNTS OF MONEY MY CHECKS CLEARED A CITIZEN BANK MANAGER HAS MY BANK ACCOUNT ON HOLD AND UP FOR REVIEW I NEED TO WITHDRAW MY FUNDS TO PAY MY RENT AND BILLS THIS BANK MANAGER AT THIS BANK HAD MY ACCOUNT ON HOLD FOR ONE WEEK I WAS ABLE TO WITHDRAW FUNDS LAST WEEK THEY PUT MY ACCOUNT ON A REVIEW FOR NO REASON THERE IS NOTHING FOR THEM TO REVIEW THEY NEED TO GIVE ME MY MONEY THAT I DEPOSIT THE CHECKS WAS ALREADY VEREIFED AND THERE IS NO FRAUD THE CHECKS WAS LEGIT THAT I DEPOSIT IN MY BANK ACCOUNT.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hi & How are you doing? Im little confused how the late payments is reporting on my credit report. Basically, I am requesting this investigation under the authorization of the Fair Credit Reporting Act 623. ( a ) ( 8 ) ability of consumer to dispute information directly with the furnisher. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I check my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report. What I am disputing : The late payments you have reported to the three credit bureaus. My basis for this dispute is that this account was always paid in a timely manner, during the months in question, which you have reported as being late.
Company Response:
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Back in XX/XX/2020, I received a bill from Citizens Bank, for a credit card I had never authorized. In a matter of a few days, {$7000.00} were charged. This had started back in XXXX. As soon as I realize it, I reported to the police and the credit bureaus, followed the steps given to report identity theft and fraud, froze my credit and set an alert. Sent a letter reporting the identity fraud to the credit company itself, Citizens Bank. Months passed, sent a second letter and finally heard from them, XX/XX/XXXX, but not the helpful response I was expecting. They simply said that after reviewing my account they had denied it.
Company Response:
State: FL
Zip: 33435
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was under forbearance agreement due to XXXX and it was ended by the end of XXXX with Citizens One Home loan. I did pay XXXX, XXXX, XXXX, XXXX, XXXX and XXXX during XXXX and XXXX. Citizens One reported me as 90 days late and this reduce my credit score by 120 points. I was in the processing of refinancing my home loan with XXXX XXXX XXXX. XXXX XXXX XXXX asked Citizens one for payoff balance for over 6 weeks and they couldn't got the payoff balance from Citizens which caused more delay. I spoke with Citizens many times that I am in the middle of refinancing my house, but the didn't give us the payoff balance till the beginning of XXXX. All this delay impact my credit score and XXXX XXXX can't refinance my loan because my credit score is very low. my credit score dropped from XXXX to XXXX. I filed a complain with Citizens One and they said it will take 3 weeks to make a decision which it could be not fixing this issue. My loan number is XXXX. Could you help me to adjust and fix my credit score to be able my home loan. my wife and I are essential workers in the medical filed.
Company Response:
State: MA
Zip: 01760
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX I got a mortgage with Citizens One. It included PMI. Over the next 10 months I did XXXX in renovations on my house. XXXX - Citizens One requires that if you want to apply to drop PMI, you have to write them a letter. They have no phone number or email address for this. It is very hard to get contact information. But I wrote my letter - detailing the improvements on the property and paying my fee to have a broker come examine it. XXXX - A broker goes to my house when I am not home. I get a call when he arrives with no notice. He drafts a report. The report says " Per the Owner/Borrower there have been no improvement since loan. '' This is clearly untrue. I need the appraisal to be about XXXX higher than my purchase price, and the changes we have done are transformative - but the broker does not know this - because no path was available for him to get that information. XXXX - I get the report in the mail. Getting a hold of customer service is a nightmare. When I can get a person, none of them know anything - they do tell me to call the broker. I call him. He says he has no data and my only course of action is to talk to the bank. I await a PMI specialist to call me - which has not happened yet. There should be a simple process for me to submit my information and it should have been taken into account by the broker. I paid for his assessment. I would like another broker to be assigned to go back, at no cost to me, to complete an accurate report and I would like to see that report reflect the list of changes made. In XXXX, I have completed a XXXX landscaping project that leveled a huge section of the back yard. The current report says that my sloped yard detracts from the value. So, this project should add even more value. At this point I have plenty of evidence to offer that PMI is not necessary - but the bank is purposely making it impossible for me to show them evidence of this. There is no reason the process should be this hard - but it is an advantage for them if it is, because then they keep collecting from me.
Company Response:
State: PA
Zip: 15212
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A