Date Received: 2020-09-23
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I tried to purchase a XXXX XXXX XXXX via the products page. One of the options for purchase was " XXXX XXXX XXXX '' which was supposed to bundle the console, the service, and the XXXX XXXX XXXX service into one monthly payment. The payments would be done via setting up a personal line of credit via CitizensOne and then you would make monthly payments on it. The issue is that when the XXXX 's ran out of stock, they did not stop accepting applications, and the application is done before it checks stocking levels. So you end up applying for, and receiving, a {$0.00} line of credit. Which means I am now going to take a hit on a credit report that I was only willing to take because I thought I could get the product. To put this in another way, it'd be like walking into a cell phone store with the intent to sign up for service. Then when you are signing up the ask if they can pull your credit for the device equipment plan you would like to set up. Then immediately after pulling your credit, they say, " I'm sorry we aren't signing up new customers right now, have a good day ''. WHY DID YOU PULL MY CREDIT THEN?! Why do I have to be financially impacted due to what basically amounts to malpractice in coding. Check stock levels THEN send to signup page, and before submission, check stock levels one last time to make sure the customer can even attempt to purchase what they are signing up for a payment plan for!!!!
Company Response:
State: UT
Zip: 84404
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/20 Citizens Bank mailed my usual payment to XXXX XXXX, to the address provided that is on the bill. However the check on XX/XX/20 was cashed by another unknown party and not XXXX XXXX.check value {$100.00} The same thing happened on XXXX/XXXX/20, someone other then XXXX XXXX cashed the checked.Checked was cashed by another party then the above but again not XXXX XXXX. Check valued {$200.00} Citizens has filed paperwork with those banks that cashed the checks and still have not heard back to get my {$300.00}. back that I owe for my electric bill. They stated the other banks had 7-10 days to respond back and they have still not responded back to Citizens and I am still out {$300.00}. for my electric bill. Then I was told it would take 6-8 weeks and Citizens has exceeded that. I'm not sure how Citizens can not do anything with check fraud to recoup the lose other then waiting to hear back from the other banks. I have checked a minimum of 2x a month if not more to follow up with Citizens on update and as of XXXX/XXXX/20 Citizens still have not heard back from other bank. Citizens states they can't do anything until they hear back from those banks to get refund so in the mean time I have had {$300.00}. not paid on my Electric bill and has held up my money since XXXX. This complaint with Citizens was filed on XXXX/XXXX/20. Fraud complaint # XXXX.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting in XXXX, my tax abatement with the City of XXXX was approved late. My mortgage company paid the full amount in taxes from my escrow account and then I had a negative tax balance with the city. I called the mortgage company to inform them of this. The city lowered my negative balance to pay for XXXX and XXXX. So, i was overpaying in taxes every month in XXXX. I never received a check for over payment. Beginning in XXXX, the mortgage company, then STILL pulled the full tax amount instead of the abatement amount, therefore draining my escrow account once again. I've been overpaying in taxes for XXXX because of their mistake this year. I requested they get the remaining refund from the city of XXXX back in XX/XX/XXXX. I called every month to get an update. They said they still didn't have one and the city takes a long time. Mind you, I overpaid {$1000.00} one month for my mortgage and continued to overpay in my mortgage going forward because of their mistake this year. I speak to a supervisor in XXXX. They realize they sent the refund request to the wrong email at the city. At this point, I'm owed about $ XXXX. It is now XXXX. I was told they would do an advance refund and have my escrow recalculated by TODAY. It is still not completed. The advance refunded hasn't been processed and they haven't even started on an escrow analysis for that refund. It is hard enough that with the pandemic, times have been tough. It's even more frustrating that a company can't resolve an issue in which they owe me money over an 8 month period. I need this resolved and I need to be reimbursed for this.
Company Response:
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I consulted Citizens Bank website after being on hold for too long when trying to call them, and found that I would not be charged for a stop payment fee based on my type of account. I processed the stop payment and was then charged. When my wife called she was told that the account was a " different type behind the scenes '' -- whatever that means. Please see attached for proof of account type an, their web info that we won't be charged and the charge to my account.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our original mortgage for our property was with Franklin American Mortgage Company. They sold it to Citizens One Home loans. The city that the property is in doubled the tax rate for the property. In addition, the property value has dropped about 40 % from where we purchased it, the utility bills have been a lot higher than we expected and as a result, we can no longer afford to keep it. We reached out to Citizens One over two months ago about options such as short sale or deed in lieu. The company has a phone number but it is all automated. No matter when you call it says they are receiving high call volumes. They have a call back but the times that they have called back they immediately hangout when I answer. We used their system to submit request for mortgage assistance but no agent was assigned to help us and there has been no followup by the company. We also paid for copies of our mortgage docs to be mailed to us on XX/XX/XXXX and we never received. Recently they started adding a {$20.00} " other fee '' to our mortgage bill with no explanation as to what for. It's impossible to talk to anyone about the fee. I believe that there is intentional fraud and customer abuse at the company.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: SO I WAS CAUGHT UP ON PAYMENTS FOR CITIZENS ONE. I WAS TOLD THEY PLAN TO FORECLOSE ANYWAY AND WHY DONT I JUST GIVE UP!! THESE PEOEPLE SPEAK BROKEN ENGLISH!! I CALLED BACK SEVERAL TIMES TO GET A NUMBER OR NO ONE WILL PICK UP. THEY HAVE HARRASSED ME DAY NIGHT, SOMETIMES FIVE PHONE CALLS IN A ROW.
Company Response:
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: SO I WAS CAUGHT UP ON PAYMENTS FOR CITIZENS ONE. I WAS TOLD THEY PLAN TO FORECLOSE ANYWAY AND WHY DONT I JUST GIVE UP!! THESE PEOEPLE SPEAK BROKEN ENGLISH!! I CALLED BACK SEVERAL TIMES TO GET A NUMBER OR NO ONE WILL PICK UP. THEY HAVE HARRASSED ME DAY NIGHT, SOMETIMES FIVE PHONE CALLS IN A ROW.
Company Response:
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Citizens bank continues to offer NO option beyond demanding a balloon payment after 5 months forbearance ; those of us who own small businesses certainly haven't had normal revenue these five months. Asked to merely tack on three months to loan duration in order to stay current ; bank offers nothing but a balloon payment. Customer service is useless ; they are just parrots to repeat prepared statements. During this process, they erroneously reported me as deliquent, in violation of the CARES act, costing my credit score 120 pts ; XXXX XXXX, who I had been " working with '', quit the bank. XXXX XXXX, who fixed the credit report, has not replied to my messages in weeks. My last call XXXX XXXX I was supposed to hear back from the REFI dept about the " REFI OPTION '' .... never heard back. Called today XXXX, customer service Parrot fed me the usual XXXX, and claimed a " supervisor would call me '', which hasn't happened. My forebarance is almost up, and I am running out of options. My mortgage is {$3600.00} mth ; in forbearance currently since XXXX
Company Response:
State: CT
Zip: 06880
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I have attempted to call Citizens One XXXX about my XXXX XXXX loan and specifically the outstanding balance. Despite multiple attempts I am unable to get any information about the loan, terms or payoff amount.
Company Response:
State: IL
Zip: 60610
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/20 around XXXX to XXXX XXXX EST, I visited a branch ATM and deposited {$700.00} in cash. I realized too late that {$700.00} in cash would have been 35 bills and this ATM only accepted 30 bills per deposit. The ATM stated there was an error and my cash could not be returned and to contact Citizens Bank. It printed a receipt from that date stating there was an error and to contact the bank. I returned home and immediately called Citizens Bank. I was able to get through to someone at around XXXX XX/XX/XXXX to explain the problem. From here, the woman I spoke to put in a claim for me and gave me a claim number. I was told it'd take approximately 10 business days to return the money to me and I didn't need to contact the branch where I used the ATM. On XX/XX/20, a {$700.00} deposit appeared in my account and I received a letter stating I had been given a TEMPORARY deposit of {$700.00} while they investigate my claim. I assumed that this would not conclude against me as I was sure I could be seen on camera at the bank and that the ATM would show that it was {$700.00} over, so I did not bother saving this {$700.00} temporary deposit. On XX/XX/20 I was issued a letter stating that they had found there had been no errors at the ATM and they would be reversing the temporary deposit of {$700.00} on XX/XX/20. On XX/XX/20, the {$700.00} was indeed reversed, and overdrew my bank account by over {$630.00}, to which my account remains as of this day, XX/XX/20, overdrawn. I am deeply disturbed by the actions of this bank as I know, for certain, that I was at the ATM that day, deposited {$700.00}, have receipt proof that I was there and received an error from the ATM, and that they can still conclude that nothing happened and have taken {$700.00} from me. I took all of the steps I had to take, provided all of the information I could as accurately as possible, and still Citizens Bank concluded me to be a liar.
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2020-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A