Date Received: 2020-10-06
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XX/XX/XXXX, I paid {$500.00} to Citizens Bank for my vehicle loan. On XX/XX/XXXX, I requested a deferment due to COVID. The deferment was approved for XXXX, XXXX, and XX/XX/XXXX. In XX/XX/XXXX, I requested a 2nd deferment due to the pandemic still in effect. The XX/XX/XXXX deferment was implemented to cover XXXX, XXXX and XXXX. I returned the signed paperwork on XX/XX/XXXX, via email. I received an alert from XXXX XXXX at the end of XX/XX/XXXX that I was 60 days late on my auto loan and when I called to investigate, CITIZENS BANK could not locate my XX/XX/XXXX signature. I re-forwarded proof of the XX/XX/XXXX signature and confirmation email from XXXX that my signature was submitted. They opened a case and I filed a dispute with Citizens Bank and XXXX. On XX/XX/XXXX, I received another deferment form to sign. I signed, but the form did not indicate that it was a retroactive signature for the XX/XX/XXXX signed form that they did not process. They sent me a confirmation letter, correcting the XX/XX/XXXX days late on my account to " 0 DAYS LATE '' and further reported to the credit bureaus that I was on time. There is still a late fee on my account as of today, XX/XX/XXXX. When I inquired about the late fee, CITIZENS BANK indicates that it is still a legitimate charge and all the corrections they applied to my account are a courtesy to me, although it is an error on their part for failing to process my paperwork in a timely manner. This is my fourth/fifth time disputing the same information.
Company Response:
State: CA
Zip: 91605
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: i went to the bank and told them that a guy had stole my idenity and hacked my XXXX XXXX account and took funds out my account and they did nothing about it. I was told by an employee to get a police report and they would investigate and put the funds back in my account. At the time i was working in the oilfield away from home at weeks at a time. I came home to have a letter saying i owed them over {$1000.00} and my account was closed. This bank failed me in so many was also they reported this to XXXX XXXX as if i caused the negative balance knowing i gave them all the proof.
Company Response:
State: PA
Zip: 15001
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a cancellation notice from my homeowners insurance co, XXXX XXXX that the homeowners policy which was due by XX/XX/2020 was not paid and was being terminated. I attempted to contact Citizens One Home Loans, at two different numbers : XXXX for regular loan questions, and XXXX for collections. At neither phone number was a rep available to discuss this issue. I have left call back messages and secure messages, and no one is responding back to me. That escrow account has a high balance, enough to pay the insurance back in XXXX, and the taxes at the end the year. This is fraudulent activity on the part of Citizens One Home Loans.
Company Response:
State: WI
Zip: 53219
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: This is part of an on-going complain. I wire transferred {$410.00} of XX/XX/XXXX to XXXX with the promise the recipient will receive {$400.00}. I paid the initial wire transfer fee of {$40.00}. The bank routed my money to XXXX XXXX XXXX and that cost me additional {$20.00} which made the recipient received {$380.00}. The money received do not meet the required minimum deposit for the transaction which made me lost the transaction. I requested a refund from the other end and I got {$310.00}, now the bank is charging me another {$18.00} for receiving the transfer. As can be seen, I lost {$130.00} dollars because of the decision of the bank to route my transaction through XXXX XXXX XXXXXXXX and I also lost a business opportunity.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On or about XX/XX/2020 I went to Citizen Bank to open a savings and checking account from a mailing I received to get up to {$600.00}. Open a checking account get {$300.00} if left in for 60 days with a deposit of {$500.00} or more. Getting additional {$200.00} if you open a savings account for minimum XXXX and leave it in the account for 3 months. Plus get additional {$100.00} if you do both. According to the terms this money has to be left on deposit until XX/XX/XXXX. After numerous attempts to get the money out the {$600.00} was never deposited to my account. After numerous trips to the bank a car was made to corporate by the branch. I was informed then that I did not qualify for the offer because I had a checking account within a certain amount of time. My problem is they could have told me that at that time and I could have kept my money and we didn't have a problem. But if you're going to take my money for the promotion and keep it for the time specified then you should pay me the {$600.00}. Branch manager XXXX XXXX was tremendous help but not the right solution I was looking for. When I did the same thing with XXXX XXXX XXXX they told me right then and there that I didn't qualify. Citizen could have done the same thing instead of taking my money. The promotional code for this offer was XXXX
Company Response:
State: OH
Zip: 44067
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Citizens One. It has an impound account. And I have set up automatic mortgage payments through my bank. In fact, I set up a little extra so that it would go toward principle. Since I pay automatically, I haven't always looked at every single statement from the lender. Earlier this year, I missed a letter stating that there was an adjustment to my escrow account. Because of this, there was a month where my payment was {$87.00} short. As soon as I realized this, I contacted the bank to try and get the situation resolved. With each contact, I did everything they told me to do. I adjusted my monthly payment to exactly what they told me to pay. But every month since XXXX, the payment is still not right causing issues with my account. I've escalated to the CEO of the bank without any help or resolution. In the middle of all this, I tried to purchase a different home. I was denied a loan because they reported late payments on my account, making it seem like I was delinquent in the mortgage payments, rather than the {$87.00} escrow shortage. Even though I shared proof of everyone I spoke with and everyone I escalated to and every payment adjustment I made based on those conversations, they would not issue a courtesy removal of the late escrow payment to the credit bureaus. To this day, I'm still getting two bills for the same month and the amounts are different than what supervisors were telling me to pay. This awful situation has negatively impacted my future. I've had this loan for about 10 years and this is the first time I've had an issue. And still they would not work with me. XXXX
Company Response:
State: CA
Zip: 95125
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: CHARTER ONE/FM has been falsifying records. I opened the account XX/XX/XXXX, and I missed my first payment on XX/XX/XXXX. Charter one has been reporting the wrong dates and numbers to the credit bureaus. They report that I made 3 payments in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, but they are unable to show evidence of this or account for this. They also report the collection on XX/XX/XXXX, and they recently put a charge of on my account on XX/XX/XXXX. This is concerning because there has not been any activity on this account for the past 7 years, and now they are attacking me for an account that they have written off. Lastly, it has been past the statute of limitation for this account. This resent attack on my credit on XX/XX/XXXX shows malice. Please help resolve whatever is going on with this account. They sent me a letter agreeing that XX/XX/XXXX was my first delinquency. They also state in the letter attached that the account was already charged off in XXXX. This letter is attached to this email. They continue to report falsehoods to the credit bureaus ( XXXX ), even though they know and have admitted the truth as seen on the attachment. They reported these inaccuracies in XX/XX/XXXX and continue to harass me.
Company Response:
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX at XXXX pm est I tried to login on to my account to pay my bill the bill is due the XXXX of each month and since XXXX myhusband and I have been out of work due to covid we have been doing all we could to avoid the 30 day late mark on our credit each month I called explaining our situation and Citizens waived our late fees to day in particular when trying to log on the site was only giving me a payment post date of XX/XX/XXXX which would cause a negative report on our credit. As soon as seeing this I tried calling on my landline the wait was 30 min finally after holding get hung up on. Called back to another number after holding 9 min spoke to rep XXXX to see if there was anyway I could use a payment method to reflect payment post date of XX/XX/XXXX he advised he could submit with todays date but wont post until XX/XX/XXXX and he is not sure how this reports on my credit. I asked him to please get clarification as I needed facts as we are in the middle of refinance due to covid and not being able to afford mortgage payments and could not have a negative credit report. he said he spoke to his manager XXXX who advised that's the best they could do if it reports call there credit department! They do not know how the reporting office works. I am beyond frustrated as well as there is no disclaimer on the site advising cut off dates for payments to post! I made the payment on XX/XX/XXXX at XXXX but yet it had me use a post date of XX/XX/XXXX this is totally unfair Please delete the negative mark. I will be signing up for auto pay to avoid this from happening in the future I start a job on XX/XX/XXXX we have had no issues until now. And we really need to be able to refinance our home to avoid being homeless times have been VERY VERY hard and we are committed to getting things back right. Please help! Sine this i do see now they have the payoff cutoff time listed on their help section not on the payment screen. I also have an email confirming the date of XXXX payment and also a screen shot from there onsite message center where the rep advised me my XXXX payment would cover my XXXX payment. On XXXX the office of the chairmen contacted me and said there was nothing they can do since the payment would reflect 31 days. This is unfair business practices and i have screenshots of the payment page as well where there is no cur off time listed the payment page. due to covid my husband and i have been out of work trying to keep up with this payment as best as possible. We are trying to refinance our home and now this negative mark is hindering us going forward this shoul dnot be because i paid on the XXXX and they are saying because it was past there XXXX hour mark there is nothing they can do
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Citizens bank loan, now owned by XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX has me served papers by Law Offices of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I am on a monthly payment agreement with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX to pay off this debt. I am in the process of trying to obtain a mortgage and repairing my credit. I pulled my report from all 3 credit bureaus and the monthly payments are not being reported and the new balance is also not being updated every 30 days after I make a payment. I have attempted to send certified disputes and called citizens bank, XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and after 4 monthly payments my 3 credit reports are still not updated. They can not report an incorrect balance until it is paid off. This continues to show higher amounts than what I really owe after I make my monthly payment. I have other charge off accounts that are on payment plans and monthly payments and balance is updated monthly. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX has informed me that they do let XXXX XXXX know every month when a payment is made because this is under a stipulation agreement with the courts and if I do not pay monthly it will turn into a judgment against me and as I am trying to repair this I do not want a judgement and have made my payments ever month. Please call XXXX they will verify my payments.
Company Response:
State: PA
Zip: 19020
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: started processing my mortgage refinance on XX/XX/XXXX with citizens One Mortgage because they were holding my first mortgage. My credit score is XXXX and I only have one credit visa line of {$8000.00} with a XXXX balance having said that, all the requested documentation was sent to them within a month because I am a XXXX XXXX from XXXX XXXX serving 33 yrs and with XXXX XXXX XXXX. Well after all the documentation was provided XXXX, XXXX, XXXX, and XXXX still know closing but always excuses but in XXXX they said your loan will be closing soon. Soon was far away so I called after know communication from them returning my call. So, then My rate was locked in and it was about to reach the end date so I had to call them and ask if I would be getting a lower rate because my lock in rate of 3.875 was coming to an end and the loan had not closed because of them but I had to remind them, then they sent me a revised lock in rate at the same 3.875. Moving forward, I tried to get into my account that I presently have with them but to know avail could I go on line to access my account then when I called and I have called many many numbers they all said that I did not have a account with the account number given. However the account numerber is on my mortgage statement that I gave them. But every month they are taking out {$1500.00} via EDT automatic debit from my account. They would not return any of my calls. I have emails proving how many times out of frustration that I tried to have my call returned asking way my loan was not processed and why I could not get into my account. To that end I withdrew my Application on XX/XX/XXXX and still to this day I can not believe they still say my mortgage number is not valid with their company. Plus when I asked them to withdraw my application for refinance still they had not even thought of a closing date but my mortgage pmt is always debited on the first of the month. and
Company Response:
State: MI
Zip: 48532
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A