Date Received: 2020-09-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Unauthorized Credit Companies running my credit.
Company Response:
State: FL
Zip: 32726
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XXXX of 2019 Citizens Bank put a late payment on my account.This was an automatic pay issue. Although Automatic payment was set up payment did not go through. I thought the issue was solved until i noticed my XXXX XXXX notification. I tried speaking with supervisor but were not able to help. This was not my fault but I was held liable for a computing error. It is the only payment from all of my cards that I have ever made payments " late ''
Company Response:
State: MA
Zip: 02131
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Purchased a new XXXX XXXX XXXX and financed with Citizens One Bank. For the first two years I paid an extra {$1000.00} per month towards the loan. In XXXX I lost my job and fell behind three months payments. Since I fell behind the three months I have got back on track and have made a full payment every month, so much that I now owe less than one months payment for principal and interest and will pay off the loan this month. Citizens One has tacked on an additional {$400.00} in late fees that they refuse to remove. I was out of work here in XXXX due to the pandemic however I still made a full payment every month. I am amazed that in this economic environment that bank will not work with their customers and wave the unnecessary fees that charged. XXXX knows they made plenty of money off the loan interest. Can you please speak with this bank about removing their fees. This is certainly not a good business practice with so many people out of work and truly hurting.
Company Response:
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Dear CFPB, I am dismayed to have to contact you for help but thankful you are a resource. My name is XXXX XXXX I work as a XXXX XXXX XXXX/XXXX. XXXX to say the least has been awful for everyone. All those affected by XXXX including XXXX XXXX for XXXX in Massachusetts in addition to XXXX it. I am humbly asking for your help with inaccurate and unfair credit bureau reporting at the finger tips of Citizens bank and their Master Card Services that is causing a ripple affect on my excellent credit history as reflected on all my reports for 20 years. On XX/XX/XXXX I logged into my Mobile App after making a deposit and completed and ACH transfer from my checking account directly to my Citizens CC. When I went to pay for XXXX in the same manner I discovered a late FEE on my account. Per customer service they could not see this " and could not see it because it was an HCA transfer from the app. '' I was transferred to online banking on XX/XX/XXXX who state their " was issues with online banking being down as was the app. '' This is frequently the case on a weekly basis. This never went through per their online banking department. This is not the first occurrence with their mobile app or support with my Platinum Accounts I maintain with Citizens. I was then sent to credit cards service maybe XXXX but overseas. The rep was rude and curt and asked me when I explained all of the above " what the reason for being irresponsible and not making my minimum so she could review and see if she can waive the late fee. '' The calls are recorded please find and listen to it. I had a {$23000.00} credit line and she advised me that due to " my delinquency '' my available credit was reduced to ( {$290.00} ). I made the full payment of {$250.00} right then and she post dated the payment and waived and refunded the late charges. This now leaves a - {$69.00} credit on my card. Given these excessive measures I spoke to two associates in XXXX and two managers. Both were extremely surprised at the " drastic measure an major reduction of my available credit. '' In addition after explaining to them on my XX/XX/XXXX phone call I furnished the branch manager and an associate two letter that came in the mail after I spoke to the over seas rep. Both letters were dated on XX/XX/XXXX however the envelopes were post marked on XX/XX/XXXX?? Employees made notes to my account and began to advocate for me. They appreciate my loyalty to the bank, my strive to maintain excellent relationships in the community I serve and the fact I have referred over 10 firefighters to them for loans and other banking needs. In addition I am a Platinum member with 3 Money Market accounts with just under XXXX that have helped navigate me with financial planning. After 1 week and my case the branch filed for me my case was transferred to 3 different people for review. I finally received a call from XXXX at the Chairmans Office at Citizens bank in the Rhode Island Office. I explained everything to her as captioned above in addition sent her snap shots of the post dated payment, and the waived late fee. Why do that if you reported me late? How is that fair reporting but the two prior steps were validated? Makes NO sense. ' I was transparent about everything going on in my life and how this has stripped me of security of having credit if needed. Your banking experience is personal and requires trust you can see my road map of my personal life. With that said I explained to her how much duress these drastic measures were adding to my personal life with my plan to buy a home and have Citizens mortgage, my job as a XXXX and caring for my dad with a new XXXX diagnoses. XXXX said nothing about anything I was explaining to her, almost if her mind was made up. She never answers her phone, does not call back for two days and although I told her I was at the firehouse to please email me she did not and left long voicemails. It took her a week to review things she called me with questions thankfully I was able to answer she then called back on XX/XX/XXXX at XXXX leaving a message. Telling me that she saw a mobile deposit on XXXX and and several other days in XXXX but the " late mark and reduction would stand. We have to report fairly and the action the bank had the right to take. '' Again why post date my payment and waive the late fee if your fairly reporting, its contradicts this process completely. To add to all of this XXXX XXXX XXXX sent me a letter closing my credit card after review of my report. None of this is fair reporting. The impact this has taken was drastic. Citizens Bank, has my address, my email, phone number, my work phone. I never received a single call, email or letter until I discovered this on my own. I feel I have exhausted all measures internally with Citizens Bank after an excellent relationship for almost 20 years and being a Platinum member this has affecting me in layers as a consumer. In closing I am very thankful cfpb for reviewing this complaint. I would appreciate any action you can do to help get this removed and my credit line restored,. Respectfully XXXX XXXX
Company Response:
State: MA
Zip: 02130
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have been gathering information regarding the financial exploitation of my father with the assistance the branch manager at the XXXX Citizens Bank location. He helped me pinpoint where my fathers money had gone. We discovered that my aunt had taken the money from his account. She did so by adding herself to his checking account ( XX/XX/2020 ) and creating her very own brand-new checking account and transferring the money to her name by way internal transfers and ATM withdraws and Debit Card purchases, liquidating my fathers account as he lay dying and XXXX XXXX in hospice care. By the time of his death ( XX/XX/2020 ), she had stolen approx.. {$13000.00} dollars from this dying man. The Bank states as per their policy, the only way to add a name to an excising account is to step foot into a branch. Which my father did not do and could not do. These transactions which are listed on the documents that i have attached, are fraudulent. The documents were not motorized nor were they signed on site as per their policy. I am the sole heir to the estate and my aunt says this in messages she had sent me before my fathers death. I have attached all of the documents including emails and letter between the involved parties, including a more in-depth description as to what took place. Citizens bank has ultimately responded saying they had not wrong doing in the matter. But without the unwitting complicity of the bank, none of the would have happened.
Company Response:
State: PA
Zip: 19008
Submitted Via: Web
Date Sent: 2020-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Problem when making payments
Subissue:
Consumer Complaint: I reached out to Citizens bank many times to fix this " mistake '' made by your company onmy account. This account is showing that i have two late payments one for 30 days and one for 60 days which is not true at all. I've tried everything to get this situation handled quickly as possible. The late payment status showing should be removed I was never late on XX/XX/XXXX or XX/XX/XXXX. They never marked that i disputed this with the credit companies.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XXXX XX/XX/2020. i made an attempt to transfer {$400.00} to a company in XXXX from a branch of Citizens bank at XXXX XXXX XXXX XXXX, XXXX, PA. I was told the bank 's charge is {$40.00} and since the money was going through another intermediary bank ( XXXX XXXX ), i made the transfer {$410.00} in order to account for the charges by the intermediary bank so that the final recipient will receive {$400.00} because that is the minimum transfer i can make in order to qualify for the deal i was looking for. One later, i got informed that the recipient got {$380.00} instead of the {$400.00} and because of which i lost the deal i was to make. When i complained to citizens bank, they told XXXX XXXX XXXX got an amount from the transaction and that made me to lose my deal. I have no other option than to recall my money which will cost {$50.00} and citizens bank ready to charge another {$12.00} for me to receive the money. I want a refund for the {$40.00} citizens bank charge me as well as {$12.00} they will charge for the refund.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I came to Citizen Bank ( XXXX XXXX XXXX, XXXX, MA XXXX ) to open a Checking Account as I had received a promotion offer for. The promotion was for {$300.00} in exchange for a {$500.00} direct deposit within the first 60 days. On XX/XX/XXXX, my company deposited {$500.00} into my account, which should suffice. The clerk who helped me, XXXX XXXX ( XXXX ), reassured me that the {$300.00} will arrive around XX/XX/XXXX and that my Student Checking Account is eligible for this offer. I reached out to XXXX on XX/XX/XXXX and received no response. Currently, it is XX/XX/XXXX and I still have not received the money as advertised.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This bank is supposed to give rewards for purchases. They are very slow in giving rewards on purpose. It's a continuous problem with Citizens and Mastercard. They are slow ... .. in updating. Their website for credit cards says to go to e-mail to retrieve a one time passcode but it is never there even after a half hour of waiting. There is something terribly wrong and it has to be corrected. Here I get XXXX cents interest on a large sum of money but they advertise big rewards. And then one has to ask for the rewards which are unattainable! Please investigate this possible consumer issue.
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We began our application with Citizens Bank in XX/XX/2020. We were applying for a construction loan that would convert into a regular mortgage. After many months of providing the requested information they required repeatedly and satisfying all their requests, we decided to Withdraw/Cancel/Terminate our application on XX/XX/2020 via email. Our financial consultant at XXXX XXXX also provided Citizens with all the information they requested many, many times. Today, XX/XX/2020 we received a letter via email that they were DENYING our loan application. XXXX days after we cancelled our application, we receive this DENIAL letter, dated XX/XX/2020, totally ignoring our email demanding that they cancel our application on XX/XX/2020. Unfortunately, at this point, we have lost much time as well as a drop in our credit scores due to the unnecessary hits.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A