Date Received: 2020-06-22
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXX XXXX XXXX had a door to door salesman sell me a security contract and equipment. This is after I told them I was already in a contract with XXXX XXXX. Yet they still installed equipment and signed me up for a contract. Without my signature and a proper copy of the contract when the work was finished. Instead they gave me a free month of service and tried to buy out XXXX XXXX. I was told i didn't submit paperwork in time and they couldn't buy me out of the XXXX XXXX loan. They gave me XXXX dollars and have suspended my payments to the back end of the contract year. Instead of letting me break the contract without having to pay the next 6 months of the contract. I am an elderly widowed woman on a fixed income who was taken advantage of by the XXXX XXXX XXXX sales team. They failed to provide me with contracts with my signature on them and dates that are inconsistent. I am worried about my home security but shouldn't have to be worried about being robbed XXXX by a security company. I have already payed XXXX and Citizen Bank for the half the year {$1500.00}. I would willingly give back the XXXX dollars for a void in the rest of the loan and termination of XXXX contract {$1400.00}. I already pay XXXX XXXX and have payed XXXX for half the year two companies to do the same job. Again I was taken advantage of by the sales team for XXXX XXXX XXXX and not provided with adequate information. I will gladly pay back the {$200.00} I owe but find it hard to continue to spend my money on a company that clearly does not have my best interest at heart. PLEASE HELP!
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Called the lender number several times and waited on hold for well over an hour. You can't get anyone on the phone. The lender reported a late payment incorrectly, which resulted in a 50 point drop in my credit score. I have never had payment issues. The credit drop will cost me on a current refinance. My mortgage is with Citizens One. Please advise! Thank you,
Company Response:
State: IA
Zip: 50266
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/2020 complaint XXXX was submitted through CFPB for 1 unauthorized inquiry from Citizens Bank, with XXXX. Citizens kindly answered that was going to it off, on the answer to CFPB. The Credit Agency neglect to take the inquiry off, even showing the answer from the Bank, and answer me that the Bank needs to take them off. Please act according to the answer submitted to CFPB, on your previous answer
Company Response:
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-20
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: My father and I sold a piece of property together and the money from the sale was put into his Citizens Bank checking account. I was supposed to get {$50000.00} and he got {$50000.00}. I called Citizens Bank to ask them how much of a personal check can be cashed at their institution if I did not have an account there. They said for anything over {$10000.00} I would have to order the cash and it could take up to 2 weeks for the order to come through. I asked them if my father wrote a check for {$10000.00} could I cash that today and the women I was speaking with ( I do have her name ) said yes. So I got a taxi to the bank I had a valid ID that matched the check and they refused to cash it saying that the women I spoke with never said I could cash a {$10000.00} check. She said she told me even for {$10000.00} I would have to get approval from the regional manager and that the regional manager said no I can not cash this check. There is plenty of money in the account and right now we need this money very badly but the bank is refusing to honor my fathers check and I am being told I have to wait to cash anything from his account now. I am appalled at this, how can this bank keep my father 's money, and my father called the bank and spoke with the women I spoke to and still they refuse to cash it and the women said she had to wait for an approval from an operations manager. We are destitute at the moment as my husband and I have not been working and need this money. I did ask to see the policy that states they can refuse to cash a check and they refused to provide it to me, they said they did not have it in writing. How can they do this? The check is correctly written and my father spoke to the manager and she just refuses to cash it.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Alright so this all started 4-5 weeks ago. I opened a checking and saving account with Citizens Bank 4 weeks ago. About 2 weeks ago, I made a deposit of {$5000.00} USD via a check. I'll try to summarize this absolute fiasco as best I can. - 4ish weeks ago : open checking and savings with a placeholder deposit of {$40.00}. I am told it will take 4-5 business days to get my debit card/PIN. - 1 week later : Still have not received the card. I call and they say they see it's shipped so give it a few more days. - A few days later : No card still. Call and they send another. - 1 week later : Make a deposit of {$5000.00} via a check. Still have not received the card/PIN. I call and they say give it a few more days - A few days later : I get the card/PIN in the mail. I call to activate it and I am told it is not activated. Speak with someone who pretty much tells me " I have no information '' in various different ways which will now become the trend. - A few days later : The check finally clears and I call to see whats going on with my card again. " There is an investigation going on with the card and we will call you within 48 hours '' - 48 hours later : No call. I call again and get " investigation with the card/no information/call you within 48 hours '' - 48 Hours later : No call yet again. I call and get the same " investigation with the card/no information/call you within 48 hours ''. - 48 hours later : Do I need to say it? No call and same XXXX on the phone. At this point I am being told only my card is under investigation, not the account. So I try to transfer my funds to a different bank and instantly the transfer is blocked. I call to see why it's blocked and they unblock the transfer. However after they unblock it, it is instantly auto blocked again. Cool, won't let me leave this wretched bank behind - A few days later : No call of course. I call and get the same " investigation with the card/no information/call you within 48 hours '' - Today : I decide to try to call the activation number again and speak with someone there. He finally activates my debit card! Awesome! I try to make a purchase with my card and NOPE. I decide to try to bypass the card altogether and use my account number + routing number to pay a bill. Still no payment will go through. I call them to see why it's being denied. I am told that there are absolutely zero flags on my account or debit card. Nothing that would prevent the purchase going through. I stay on the line with a representative as I try to make a purchase while they check a live feed of whats going on I guess. I get " well thats weird/I 've never seen that before '' a dozen times. I stay on the phone with them for an hour as they call various different departments and absolutely none of them has any clue at all as to what is going on. They have absolutely no reason why. " We will call you back within 48 hours '' Thats the most clear I can make this absolute circus for you folks. I have not been able to access this account as my funds are essentially being held hostage and they refuse to even tell me what is going on. I need help getting this resolved as I am in desperate need of access to these funds
Company Response:
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: citizen One Home Loans incorrectly reported my XXXX mortage payment as late when they, in fact, had the payment and posted to a suspense account. They then reported my mortgage payment as 30 days past due to the credit bureaus. I have contacted them every workday since XX/XX/XXXX, when they had they payment and recognized they did, but they can't fix their system. It continues to show the mortgage as 30 days past due. From what this looks like it is a systems prblem as everyone I tak to at the bank says it is not late, bu they can't fix it they need to wait for the system to work through it. Meanwhile every other creditor we deal with is getting nervous and contacting us.
Company Response:
State: NY
Zip: 12065
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Citizens Bank in XXXX began this process after I was referred to them by XXXX XXXX Loans. I don't know why they referred us, as when we put a deposit on the new construction condo in XXXX, XXXX was the preferred lender. Closing was to take place this Monday, XX/XX/XXXX. The main loan agent XXXX XXXX XXXX, NMLS ID # XXXX, has been unreasonably delaying the approvals for this loan. I have been asked to provide the same financial documentation numerous times throughout this process. Mr. XXXX has told me that XXXX XXXX is his supervisor. Then he got someone on the phone they identified as XXXX XXXX as the department supervisor. Whoever the gentleman was XXXX got on the phone gave me a bogus telephone number to call him back. This was this morning. I am reasonably certain throughout this process I have been lied to several times. I was told that Mr. XXXX had several loans approved for this building. If that is the case, then I can only assume the road blocks he keeps throwing in the way of the closing are the result of anti-gay bias. I will also be filing a complaint with the appropriate agencies on that front. Today, I also emailed the Chairman of the bank, XXXX XXXX XXXX. I have yet to hear anything back from anyone. Therefore, I will also be filing complaints with the OCC and the CFPB. Please not that I am the owner of a financial institution myself and I have never made this type of complaint against anyone. I take these kinds of matters very seriously. XXXX XXXX and XXXX XXXX should NOT be allowed to continue in this work if they so obviously treat customers, and especially gay customers with this kind of disregard. I do assume they think this is funny - to delay my closing as much as they can and see how upset I become. Please also note that every item they required to move the loan to underwriting was uploaded to the bank 's secure portal as soon as it was requested. And yet, multiple requests were made for the same documents. Please let me know what additional information I can provide to investigate this complaint. I know this will not help my loan get cleared to close any sooner ; however, if this is systemic, the bank should be investigated as well. This is deplorable. Please note, if necessary, I have copies of every email correspondence.
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2020, I opened my checking and savings accounts and fulfilled all the requirements to receive their {$600.00} bonus ( {$300.00} for checking w/two {$500.00} direct deposits, {$200.00} for {$15000.00} deposited in savings until XX/XX/2020, and {$100.00} for both ) by XX/XX/2020. Generally, most banks will post the bonus as soon as possible but it is now XX/XX/2020. When I called to talk to a representative to ensure I had met the requirements and inquire on the date I'd receive my money, they said that it would be delayed until XX/XX/2020. They are breaking the contract we had both agreed to without any viable or legal reason. After being on hold for 25 minutes, I was finally able to speak to a representative that said the money should post on XX/XX/2020. Considering their track record and abrupt breaking of our agreement, I am filing this complaint to ensure they abide by the contract both parties agreed to.
Company Response:
State: NY
Zip: 11103
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX a transaction for {$240.00} from Tickets Jurassic park through XXXX and a transaction of {$38.00} through XXXX ( insurance for tickets ) was posted to my account. Both of these transactions were authorized and legitimate. The event was since cancelled due to Covid -19 and XXXX XXXX stated that the funds would be credited to my account within 30 days, and they never were. On XX/XX/XXXX I called Citizens Bank to file a dispute for these transactions and on XX/XX/XXXX i was issued a provisional credit of {$280.00}. On XX/XX/XXXX I received a letter in the mail stating that i never completed additional paperwork needed and that my provisional credit would be reversed on XX/XX/XXXX. I contacted the call center XXXX on XX/XX/XXXX to inform them that i never received any additional paperwork and if they could please send again i would be happy to complete and forward. I have still not received this paperwork. They stated that i should be receiving a call from their Electronic Banking Department, but I never did. On XX/XX/XXXX after the provisional credit was reversed i called their XXXX again and requested the additional paperwork and was told that i would receive a phone call from their Electronic Banking Department within 24 hours and to look for a XXXX phone # to call. I have yet to receive a phone call. As of XX/XX/XXXX, i have not received a phone call from Citizens Bank 's Electronic Banking Department, i have not received any additional paperwork and my provisional credit has been reversed.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX. I called Citizens Bank card services and spoke with someone about a late fee I had received. I had asked for a courtesy rebate of the late fee. It was an error. I explained that due to Covid-19 I was an essential working and was working incredibly long hours and simply forgot. I was told they could not rebate the fee. I said ok- I understood. I then received an email asking about my experience. I had explained the situation and said the customer service rep was great- he was doing his job but I didn't feel that for someone who has had the card with them for 9 years and they have never had an issue with my payments etc. that I felt it wasn't a fair decision. I never heard back from that survey email. Then I received a letter that they have decided to close my account now- due to my credit score being a XXXX. I feel this was in direct response to my complaint. In the past 9 years my credit score had been much lower ( due to a divorce and loss of significant income ) and never had that happen. I have never been late on the card and there has never been issue. I called to speak with someone at Citizens Bank XX/XX/20 and was told I would get a return call and never have.
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A