Date Received: 2020-07-15
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have 2 credit cards with Citizens bank. Ive been a long time customer of theirs. I had several hundred dollars worth of cash rewards on both cards. I called in at the beginning of this month, asking if I could use the cash rewards to make my payments for each respective card, money is tight as my wife is out of work. In both cases the representatives said that was perfectly fine, I verbally gave them permission and assumed I was all set until next month. Today I found out that in both cases the Payment from cash rewards did not actually count as a payment, it just reduced my balance and this was not communicated to me. So both of my cards are overdrawn now, with late fees that invalidated the cash rewards. If I had taken the reward as a check, and then paid with that money it would have counted as a payment. This seems incredibly shady, the fact that two different representatives never thought to mention that a payment wasnt actually a payment for 2 separate cards on their due dates is troubling. I called them, spoke to several people but they would not help. I work for another bank, we have to keep perfect credit and up until now I had that.
Company Response:
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Hi received marketing material from citizens bank about a cash bonus offer of XXXX if I fulfilled requirements - XXXX XXXX direct deposit within 60 days from account opening. The account would need to remain in good standing. I opened the account in XXXX of XXXX. My direct deposit went into the account on or around XX/XX/XXXX. I believe I added the promo code to the account opening application at the time but I had issues with the site. The site was also advertising the bonus at the time i wasnt too concerned but to be safe I also followed up with citizens after I opened the account to ensure the offer was attached to the application. I was told it was. On or around XX/XX/XXXX ( approx ) I fulfilled the direct deposit / offer requirements. I contacted citizens several times and was told the cash bonus would be paid XX/XX/XXXX. I sent several emails and even provided them with the code because I saved the marketing flyer. I spoke to a manager who then had it forwarded to a research team. The woman emailed me and mentioned that she would get back to me in 24-48 hours but I never heard from her again. I followed up via email. Nothing. I reached out several times but at this point it is beyond my comprehension how a bank can advertise like this and then make it so difficult to receive the promotion after fulfilling the requirements. Please address this. Hopefully it is not happening with others. I Reached out XX/XX/XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX The code for the promo was provided and a rep on XX/XX/XXXX said it was good. I took a look at my notes and old mail. I believe this is the code below. It was one or the other. I cant remember but the mailer I have shows the first one below. XXXX XXXX
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Removal of Private Mortgage Insurance : On XX/XX/2020 I paid down my principle to below the 80 % LTV threshold to remove PMI. I contacted my mortgage service provider, Citizens One Mortgage to request removal of PMI. It took them several weeks to send me a document that I needed to fill out to request cancellation of PMI. I have filled out the required paperwork and both faxed and mailed it back to Citizens One but I have not yet received a response. The process to cancel mortgage insurance appears to be intentionally slow and complicated and this will end up costing me hundreds of dollars of unnecessary PMI payments due to the slow response. I need a response from my service provider, and I need them to reimburse me for the extra PMI that I have been forced to pay after my LTV went below 80 %.
Company Response:
State: CT
Zip: 06820
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: A Balance on the credit card which I paid off before the due date had accumilated interest fees on the account without my knowledge. I didnt use the card for months or log in online, then XXXX notified me the bank had reported a late payment on my credit report. I then called costumer service and they removed the interest fee but told me Id have to contact Excutive about the late payment report. Ive wrote them over a month now and theyve never respond. I paid the balance off before the due date so there shouldnt be any interest or payments on my credit report.
Company Response:
State: MA
Zip: 02720
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I see multiple 30 & 60-days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Citizens One bank filed a late payment on my credit report due to missing a payment. I had paid every month and paid the amount due on the website where you need to pay. Then they told us we missed a month and hit my credit score for 75 points. This is the only late payment I've had. I called with them and they reported I still had a balance, which I then paid. But the website still showed as owing XXXX dollars. I disputed the information due to their website not giving a correct total due, but was told that because they see a balance, I couldn't get anything done. So, I disputed it with all 3 major credit reporting agencies, and lost at experian with an additional late payment showing. Once again, checking the balance due at the only place to pay, shows only the normal amount due. Which I just now paid. I need these taken off my credit report ASAP because of an issue technically that has nothing to do with me.
Company Response:
State: OH
Zip: 43302
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: Late XXXX I tried to shop around and find a bank thatll do a credit card balance transfer from XXXX. I ended up speaking with someone at citizens bank XXXX XXXX XXXX, MI ). The representatives there reassured me they can do the transfer. I was approved XXXX XXXX and got an email confirmation that I was approved. I then called the credit card company like I was told to ( upon receiving my card in the mail ) to ask for a balance transfer. I read off my Michigan schools and government credit union card number and was told citizens bank isnt associated with XXXX therefore cant do the balance transfer. I then called back to the citizens bank to ask what to do. I was told They had no idea and to call the credit card number back and ask for a cash advance check. I called the credit card number again and was told they stopped doing this a few months back ( quote on quote ). I called back to the bank and they claimed they had no idea of this change and was told they will see what they can do. 2 days went by, no call from the bank. Finally I called back today, XX/XX/2020 to check on the status of this issue : they claimed they got an email with a link XX/XX/XXXX regarding this new change ( no longer offering check advances ) and that It was a link 3 pages down that apparently no one at that branch read. They admitted its their fault but that doesnt solve my issue. So now, im stuck with a XXXX credit card I cant close due to It impacting my credit. Nor do I need it. It was pure negligence and malpractice of this branch not staying up to date on changes. None of the time line matches up to what I was told from the credit card company XXXX what the branch representatives told me either regarding this change. Essentially I was told a manager / supervisor from credit union ( XXXX mile ) would call me back and no one ever did. ( I was told this XX/XX/XXXX And no manager called me, and when I reached out XX/XX/XXXX, a bank rep essentially owned up to their mistake and told me theres nothing she can do ). I need this credit card removed / closed without It impacting my credit, as this is that branches fault it was open in the beginning. I am extremely disappointed at their lack of knowledge and how they handled this situation. I made It clear multiple times Im transferring balance from XXXX, so if someone were to check recorded conversations with citizens bank and their credit card line you would hear this. I need this resolved and at the very least they should be held responsible for their mistake and negligence.
Company Response:
State: MI
Zip: 48306
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have an open account with citizen, I I believe that I may have been late for a payment. However I lost my job due to cove-19 pandemic and have recently started a new one. I continually am catching up. How ever I did request to citizen that the payments not be marked as late as I am paying as quickly as the funds become available to me. In addition XXXX is marked 30 days late and XXXX payment are not due until til XX/XX/XXXX. This is completely unacceptable and Id like it to be resolved in a timely manner.
Company Response:
State: RI
Zip: 02861
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I applied for a home refinance with Citizens One Home Loans. My loan officer is XXXX XXXX at XXXX. I went through all the pre-qualifying needed including the questions, credit check, income verification and all the forms needed. I was told this could take up to 60 days. XX/XX/2020 I received an alert that additional documents were needed. They requested discharge papers from a previous Chapter XXXX bankruptcy, " bankruptcy papers '' and a paper regarding a previous judgement on my wife, who is NOT on the mortgage but is on the title from a department store credit card from over 10 years ago. When I called and emailed about what bankruptcy papers they needed, XXXX, XXXX XXXX and XXXX XXXX could not give a a direct answer. I explained to them the file was about 400 pages and asked repeatedly what part did they need! For 3 weeks, my calls ans emails to all 3 of them were left unanswered. I sent them the discharge papers as requested, but had no other info to provide on the judgement and had no idea what bankruptcy papers they needed. One a bankruptcy is discharged, my attorney said I do not need to provide other records due to privacy. I contacted one of their competitors, and they were able to take a guess as to which documents from bankruptcy they needed. It was at that time I left XXXX another message which was returned in 30 minutes because I went to a competitor. This led to me being called by his manager, XXXX XXXX at XXXX. XXXX was able to get us back on track to some degree, but told me I had to pay off the judgement on my wife. I called and negotiated with them and XXXX assured me if they had until XX/XX/XXXX, he could arrange the funds be included in my refi and paid at settlement. Then the delay tactics started again. They again requested another 4505T form that I had previously filled out asking for certain years of tax returns. I got him that document and a few others and again, waited. As of today, XX/XX/XXXX, They are all collectively not returning emails or phone calls. I am running out of time to make the payment on the judgement, and they have wasted over 2 months of my time. They cornered me and said during this process I can not apply for a car loan, I cant have my credit checked by another bank, meaning I cant even try to refi with another bank and not to make any big purchases. I personally feel discriminated against due to my past financial problems and possibly other reasons. There is no reason for this. I am borrowing less than half of the home 's value, I have great credit and have been discharged from bankruptcy over 2 years. I feel they are purposely avoiding me, losing my documents and not giving me simple answers. PLEASE HELP! I want them called on my behalf and I want answers and I want to know what my rights are here.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2020 two separate unauthorized charges of {$4000.00} and {$840.00} plus an additional {$140.00} for foreign exchange fees were deducted from Citizens Bank account. These charges were from a website based in XXXX and a store based in XXXX respectively. That same day I went to my email from the bank and clicked on the option that " one or more of these charges are not authorized '' and then contacted the bank immediately after to file a fraud complaint and was assured that it would be handled and I would not be responsible for the unauthorized charges. I received a case number and was told it shouldn't take more than 7 to 10 business to have the money credited back to my account even though the actual investigation may take months. I received a new debit card and decreased the amount allowed to be charged in a day. XX/XX/2020 I received 2 letters dated XX/XX/2020 stating that there was no error and the money was not posted to my account and they would not be crediting my account back the money that was stolen. I have never shopped at any of these locations and based on my history my spending is done with a few trusted places that I have used frequently and for much smaller amounts. Since then I have not used my card for fear that another theft will happen and my bank will not do anything to help/protect me.
Company Response:
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A