Date Received: 2020-08-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I was searching the internet for a student loan. The Citizen 's Bank website offered the option to apply for a loan as a soft inquiry on my credit. The inquiry appeared on my credit report as a hard inquiry. I did not authorize this transaction. The site has misinformed information and falsely advertised services they did not provide. I contacted the bank and I was informed they will notify a manager about the soft inquiry false advertisement.
Company Response:
State: NY
Zip: 133XX
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2020 submitted via online application request for new checking and saving account. After submitting the application, I received notification of pending account application. On the morning of XX/XX/2020 contacted the new account representative and representative informed me that i have been pre-approved and would receive email with new account information and providing information on setting up online banking. Some XXXX hours after this call, I received notification of application decline. I am of belief and suspicion that the decline results from my enrollment in a promotional offer of {$600.00} and the bank is acting in an unscrupulous manner as to the application for new account.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Citizen One Mortgage & Franklin American Mortgage company continued to draw funds through autopay on a loan that had been closed a few days prior. I have no ability to change this autopay now that the loan is paid off. I have no way of knowing if they will withdraw again. The Mortgage company is completely unreachable. There is no way to speak directly to a person, they have a call back feature which never actually calls you back. I've had two separate call backs scheduled that never happened. The mortgage was closed on XX/XX/XXXX. The company took {$1000.00} from my account on XX/XX/XXXX. There is no record from the loan information on their website of this draft. I have been trying for 2 weeks to reach the company. I had a call back scheduled for XX/XX/XXXX and one for XX/XX/XXXX. Neither time did the company call me back. I'm at their mercy.
Company Response:
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2020 I deposited 3 amounts, XXXX, XXXX, and XXXX. I had a positive balance in my account prior to making the deposits of XXXX as shown to me both on the web application for Citizens bank and the mobile application. I took screen shots of the mobile application. Two of the amounts were checks and did show on hold but appeared to credit my account on XX/XX/2020. I can show this in a screen shot as well. I had a positive ending balance on XX/XX/2020. I was charged overdraft fees on XX/XX/2020 of XXXX, 7 overdrafts at XXXX each. This caused my account to go negative and generated true overdraft transactions. I was then again charged overdraft fees for those transactions and then again today on the XXXX. At no time was my account negative where I was shown the reasoning for the overdrafts. It is deceptive practice fr Citizens Bank to have done this! I am now almost XXXX negative, XXXX that was caused by Citizens Bank and XXXX I do not have. I indicated to the that if they are seeing something different than I am on the front end application through the web or mobile then it is deceptive to the user, me. I want the charges reversed and the admittance of a mistake or a blatant misleading to the consumer. I understand if I was negative and charges went through that forced a negative balance but in this case it did not. And the overdraft charges are continuing to cause overdrafts. I called the Federal Trade Commission and they gave me your information. How can they do this to someone in this time with all that is going on? Did they think I wouldnt notice the positive balance in my checking account?? How can you cause someone to go XXXX negative??? I was part of a class action several years ago where Citizens did this type of thing to many people, it was determined as deceptive and many were awarded refunds. I received a refund of all the overdrafts for a period of time. I want the charges reversed. I did not cause this issue Citizens did, and charging me for something that was not an issue as far as I could see is not right.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: The action that I took was I first call the credit card issuer company ( Citizens Bank ) and dispute all my charges that I didn't regonize and ask them to cancel my credit card on XX/XX/2020. The amounts is for {$7100.00} The credit card company went through one by one trasnaction and dispute the one that I didn't regonize, the person told she will mail me a new statement with the transaction that I had made and issue me a new credit card.
Company Response:
State: MI
Zip: 48092
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) XXXX county taxes paid {$2700.00} CORRECT 2 ) XXXX county taxes paid {$2300.00} CORRECT 3 ) XXXX county taxes paid {$2300.00} INCORRECT 4 ) XXXX Escrow advance {$1500.00} INCORRECT WHY????? 5 ) XXXX Tax Refund {$2700.00} WHY FOR WHAT????? 6 ) XXXX Repay of Escrow Advance {$1500.00}??????????? 7 ) XXXX Tax Refund {$2300.00} First of all it is wrong and why are you calling it a Tax Refund??????? 8 ) XXXX Repay of Escrow Advance {$00.00} what are you repaying 9 ) XXXX Mortgage Payment 10 ) XXXX County Taxes Paid {$2700.00} WHY?????????????? On XXXX why would you pay county taxes if all of my taxes were paid on XXXX of XXXX????? This is a made up statement. You are putting numbers in so my account looks paid it is NOT. Taxes still have not bee paid and I am still delinquent with XXXX County taxes ( see below ). The first payment should have been made XXXX. I want to know are you making up fake statements???? I have late payments of {$240.00} so far that have incurred who is going to pay that????? I have called your customer service 20 times, I get put on hold for an hour and then they are so rude they hang up on you or say wrong department I cant help. I finally get thru to XXXX in the escrow department ( she said she was a supervisor ) phone # XXXX and she said she would help she wont pick up my calls anymore. My mortgage was sold to you in XX/XX/XXXX I did not pursue you I am so disgusted with this bank I have no words. I can not believe that you are still in business. XXXX the only reason that I got as far as you is because I contacted the XXXX XXXX XXXX. Well no that you can not seem to get any information out of your own company ( I have provided it ). I will make sure that the XXXX XXXX XXXX has all of this information, my lawyer because I am so distressed ( I am a widow of a XXXX ) AND I AM A SENIOR CITIZEN. How dare you treat people like this. XXXX XXXX XXXX Above is the letter I sent to Citizens One I re-financed my mortgage in XX/XX/XXXX and it was sold to Citizens one. They have not paid my property taxes and I received a delinquent notice from XXXX County treasurer. I have tried to get anyone to help me. I am beside myself. I called and sent a complaint to the XXXX XXXX XXXX I have called the Bank 50 times my property taxes still are not paid and my escrow account is now overdrawn. HOW does that happen. I should have a positive escrow balance and no one at the bank seems to be able to help me.
Company Response:
State: IL
Zip: 608XX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XX/XX/XXXX I went into Citizens Bank to close out an account of my dead mothers I was on. I asked to close it out and transfer whatever money was in there to my personal account with Citizens Bank, I was told it was {$580.00}. I was given the {$500.00} line of credit associated with that account on accident rather than just the money that I was owed. I realized a couple weeks later and called to try and sort it out but was told they couldn't help and I would have to go into the branch even though we were on stay at home orders. On XX/XX/XXXX, I called the debt branch of Citizens Bank and talked to them. I was told I owed the {$500.00} as I should never have received it and if I paid it then, they would waive the fees. I paid over the phone {$500.00} and was told the account would be closed this time. XXXX XX/XX/XXXX I requested a credit report and saw that I had a negative from Citizens Bank. I immediately looked on the app and it says the account is a zero balance. I then called to try and sort it out. I first spoke to XXXX about it and she connected us with XXXX. They informed me the XX/XX/XXXX person gave me the wrong amount owed and that I had to pay them more money to close out the account. The reception was so poor that I was struggling to understand what they said and I kept being put on hold.
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking and savings under promotional terms advertised on Citizens Bank 's website https : XXXX? offer= to earn {$300.00} to open a checking account, {$200.00} to open a savings account by maintaining $ XXXX for 3 months and an additional {$100.00} to do both. I met all the requirements but only received the {$300.00} checking bonus. I contacted customer service +3 times. Most noticeable was with XXXX XXXX on XX/XX/20 where the {$300.00} was paid out but no mention of the remaining {$300.00}. I contacted CS again and XXXX XXXX replied on XX/XX/20 stating I do not qualify for the bonus because the $ XXXX must be made one-time on the date of opening. I made 3 deposit that added up to $ XXXX and have kept the balance at Citizens for more than 3 months. I spoke to CS over the phone and asked where this is referenced on the XXXX XXXX XXXX XXXX XXXX deflected my question and keep on referring to marketing materials to deny my {$300.00} bonus.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened Checking and Savings accounts with Citizens Bank per the {$600.00} promotion sent to me via US mail. The promotion is structured as follows : Receive {$300.00} for the checking account, {$200.00} for the savings account and {$100.00} bonus for both. I've followed all terms and conditions, yet Citizens Bank refuses to honor the Savings and Bonus portions of the promotion as the " deposit was not made in a timely manner ''. I attempted to open the account on XX/XX/20, the account was opened on XX/XX/20 after I sent identity verification materials and fully funded, after linking an external account, on XX/XX/20. I received the Checking bonus on XX/XX/20, which aligns with the promotion 's terms. After not receiving either the Savings or Bonus promotional dollars, I sent a message requesting the status. I was subsequently told that the " deposit was not made in a timely manner '' per the firm 's " Marketing Department ''. Upon review of the attached promotional flyer and terms and conditions, there is no indication of the amount of time one has to deposit the required amount into the Savings account. Further, by Citizens Bank 's delay in opening of the account, I lost the ability to deposit the required {$15000.00} at the time of opening.
Company Response:
State: MI
Zip: 48009
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: XX/XX/XXXX : I purchased a car and used my current vehicle as a trade-in. When I attempted to turn in the title as part of the deal, I realized I never received the title. The vehicle has been paid off since XX/XX/XXXX. I called CITIZENS BANK ( the previous lienholder ) who said their 3rd party vendor, XXXX XXXX XXXX, was responsible for sending it. After being transferred to XXXX XXXX XXXX, they said CITIZENS BANK still hadn't released the electronic lien so they could not send the title. I called CITIZENS BANK again and now the CITIZENS BANK representative says they don't understand why XXXX XXXX XXXX reported that it was CITIZENS BANK 's responsibility, since XXXX XXXX XXXX is the company that sends out titles. I then call XXXX, as the car was purchased and titled in Pennsylvania. The DMV representative confirms that the electronic lien release has not been completed by CITIZENS BANK, however, they could independently verify in their system that the car was indeed mine and paid in full. The DMV representative said I had the option of completing some additional paperwork and paying an additional fee for a duplicate title, that would be completed once state offices reopened after the COVID shutdown. I did not feel it should be necessary for me to pay an additional fee for a title that I was still owed by CITIZENS BANK. So, I waited for XXXX offices to reopen so I could reengage with CITIZENS BANK once the title could actually be produced by XXXX. XX/XX/XXXX : I called CITIZENS BANK again. This time the representative says that a research department needed to get involved and complete an inquiry into what happened. I was given a turnaround time of 10 business days, and a reference number : XXXX. XX/XX/XXXX : About three weeks later, I called CITIZENS BANK since I hadn't received a response within the promised 10 business day turnaround. This time the representative says the first reference number ( XXXX ) was somehow lost and never assigned for action. I was told I would receive a response in 72 business hours and given reference number XXXX. XX/XX/XXXX : On the XXXX business day, I call CITIZENS BANK and the representative reports that the title had been mailed, although when asked they couldn't provide a tracking number. XX/XX/XXXX - After waiting about a week and a half, and still not having received the title in the mail or via any other courier service, I called CITIZENS BANK again. This time the representative says that the title was in fact, never sent, and that the prior reference number was still pending action/resolution. I was then given another reference number : XXXX. At this point, I escalated the issue to a supervisor, and was given reference number XXXX, and was told a member of the escalation team would reach out to me. Due to poor in-home cell reception, and calls received during work hours when I am unavailable via my cell phone, my only communication from CITIZENS BANK was via voicemails. On XX/XX/XXXX, I started receiving voicemails from XXXX ( phone number : XXXX ). For two weeks ( until XX/XX/XXXX ), she left messages with the same end result : the lien release hadnt been completed. I also gave her contact number to my car dealer so they could call, but it was to no avail, because neither of us could ever reach her on the phone, and any messages left were never returned. Finally, on XX/XX/XXXX, my car dealer contacts me and says without the title we dont own the car officially as part of this deal. The dealer tells me if we dont have the title for the car in a week from today, you will have to come retrieve your vehicle and repay the valuation given for your trade-in. After receiving this message, I call XXXX again, and left a voicemail relaying what I had been told by the dealer, and that she should have someone else call me first thing in the morning since she had proven ineffectual in resolving the issue to this point. That night, I also call the CITIZENS BANK customer service line ( XXXX ), and speak with XXXX, whom I ask to connect me with a supervisor. XXXX, the supervisor, is connected and about halfway through explaining my ordeal thus far, the phone is disconnected, he hangs up. I don't receive a return call. I decide that, regardless of whether I receive a return call from CITIZENS BANK on XX/XX/XXXX, I would have to make the 2-hour drive to XXXX, PA and pay the duplicate title fee of {$55.00} to XXXX to retrieve my title. I still called XXXX at XXXX on Friday, XX/XX/XXXX, multiple times but never received an answer. After receiving my title in about 10 minutes from the XXXX XXXX, I visit the nearest CITIZENS BANK branch location ( XXXX XXXX XXXX XXXX ) in downtown XXXX and speak with XXXX ( banker ) and XXXX XXXX ( manager ). After repeatedly telling me that there was nothing they could do since they dont handle CITIZENS BANK AUTO FINANCE issues in branches, they gave me the same customer service number that I had been hung up on the night before ( XXXX ). I told them I was no longer calling that number because I have been calling for months and have not had my issues resolved and the last time I called I was hung up on. I requested corporate office contact information for whichever department was responsible for electronic lien releases. Mr . XXXX told me that " if there was contact information for the corporate office, he didn't have it and wouldn't provide it ''. Which is utterly ridiculous, and a clear attempt to create a barrier for me to be able to contact a responsible party regarding these issues, and a way for everyone there to continue to claim a lack of accountability and responsibility for having this resolved. Finally, after I pressed the issue for a few more minutes, Mr . XXXX said the reference number XXXX had been escalated to the Office of the Chairman - which was the corporate office responsible for resolving my issue, although he still refused to provide a phone number or written documentation of the fact that it was even really escalated to that office. I was turned away and told that someone would call me. XX/XX/XXXX : On XX/XX/XXXX, I started receiving voicemails from XXXX from the Office of the Chairman of CITIZENS BANK ( phone number : XXXX ). She is now claiming that CITIZENS BANK attempted to release the lien 3 times in XXXX, and that XXXX is currently returning an error in their system when CITIZENS BANK tries to complete the electronic lien release, and that XXXX will only speak to the vehicle 's registered owner regarding this issue - so essentially CITIZENS BANK 's hands are now tied. As I stated earlier, the DMV never reported an issue with my title on any of the occasions I spoke with them or while I was in their office, and I was able to pick it up in 10 minutes. This is now a moot point as I have already suffered the inconvenience of having to drop everything and make the 4-hour round trip drive to pay for and retrieve my own title and hand deliver to the dealer. Today, as I write this, I have called XXXX twice, with no response. This is clearly part of their continued effort to not resolve this issue, since once we speak on their recorded phone lines it creates an electronic trail which serves as evidence of their negligence. At this point, I no longer wish to speak to anyone from this sham of a business, CITIZENS BANK. I only wish to : 1. File this complaint with the responsible regulatory authorities, so that my experience is recorded, and they are held responsible. 2. Be reimbursed for my gas for my outbound and inbound trips to XXXX, PA and for the additional cost of the duplicate title ( {$55.00} ) - unfortunately I can not get the time and energy back that I've wasted on this since XXXX. Please let me know if additional information is required.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A