Date Received: 2020-05-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a checking account with Citizens Bank ends in XXXX, I had submitted payments for my county taxes, XXXX XXXX payments, phone bills, internet bills, utility bills, all payments were rejected by the bank for no valid reason, when i went to the bank i was informed that there is a freeze on my account. NOTE : I'm not a party to any pending legal lawsuit, I'm not a party to any garnishment or forfeiture, the bank manager at the XXXX XXXX branch refused to disclose any information to me. The bank responded to by claiming pending legal action, I want the Citizens Bank representative to be investigated separately for providing false affidavit in writing to CFBP, in connection with an ongoing investigation. I would like this incident to be investigated, i want copies of any documents in the bank possession in reference to this matter, the bank has a duty to investigate any allegation, and can only act upon an order from the court. Again all I want is the documents that shows that Citizens Bank had the authority to put the HOLD on the account and on what basis. Anything other than a statement from Citizen Bank Employees ( Agents : XXXX XXXX, XXXX XXXX ), because they had proven to be involved in giving false affidavit in writing to CFBP, in connection with an ongoing investigation.
Company Response:
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: 48127
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XX/XX/2020 I purchased a bundle pack on XXXX for an XXXX console + a digital membership for a total of {$590.00}. XXXX was offering a payment plan option in partnership with Citizens One Bank, so after entering a few pieces of personal information and my social security number, I was approved for the payment plan with no interest rate. Following the transaction, I received an email from Citizens One Bank with a link to my account that included the details of my outstanding balance that I would pay back to them in monthly installments to pay off the purchase. Immediately after making the purchase, I realized that I had made a mistake because I only wanted to buy the XXXX console rather than the digital membership so I contacted XXXX right away. XXXX refunded the amount of the membership which was {$350.00}, but it was refunded to a Mastercard ending in XXXX which is not my card. I do not and have not ever owned a Mastercard ending in XXXX, so I'm not sure why the transaction was refunded to that card. My assumption is that the card was affiliated with the XXXX/Citizens One partnership and was used as the financial instrument to complete the purchase. However, that's not my card and as I mentioned, I had already been setup with an account to pay Citizens One Bank out of my checking account for the purchase over monthly installments. I have been in contact with both XXXX and Citizens One bank 7+ times each. The only answer XXXX will give me is that they already did everything they could do, which is refund the card that the initial purchase was made on. That does not help me in any way, though, as I do not own that card and have seen no refunded funds come to me. Instead, I am still on the hook for the entire balance of the purchase within the Citizens One Bank portal. Additionally, I have contacted Citizens One Bank numerous times and they tell me that they have no record of any refund and they have nothing to do with that Mastercard that was charged. Therefore, they are unable to reduce the amount of my outstanding balance by {$350.00}. Both companies seem to absolve themselves of any responsibility in this situation, and they continue to tell me to " call the other company '' so they can deal with it. I am at a complete loss because I have spent endless hours on the phone with both companies and am still at square one. XXXX continues to focus on the fact that they refunded the Mastercard, but that provides zero benefit to me because I do not own that card and did not select that card for the transaction. I simply opted in for a payment plan, and after the transaction was completed, the order details indicated that the charge went to a Mastercard ending in XXXX. Somehow, XXXX expects me to know the innerworkings of their partnership with Citizens One Bank and has implied that the Mastercard is affiliated with me in some way. It is not -- I explained to them countless times that they can check my credit reports because I have never owned a Mastercard ending in XXXX.
Company Response:
State: IL
Zip: 60610
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I applied on XX/XX/XXXX, application id XXXX for a checking bonus of XXXX. I met the conditions of XXXX direct deposit but they won't pay out because they're saying the bonus I signed up for had to be opened online ( which I applied for but don't have promo code saved ) or opened in grocery store. Of course there is no such condition in any of their previous or current bonus offers. I'd like proof that this offer I signed up for in XX/XX/XXXX is different. This bank has a history of not paying out bonus. It seems like fraudulent marketing to me. I'd like my XXXX bonus please.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I purchased a variable annuity through my bank, Citizens Bank, from an insurance company called XXXX XXXX. This was in a rollover IRA account and the amount was {$100000.00}, the date of the investment was XX/XX/2020. My application stated that the annuity would track the XXXX XXXX XXXX XXXX index for 6 years, with a 20 % buffer and an 85 % performance cap rate. When I received my contract, mailed on XX/XX/2020, it showed the cap rate to be lower, at 75 %. I called the bank immediately and they said they would look into it. I received a call 2 weeks later saying that the rate had changed since I applied, and the bank representative admitted that it was his error that I was not informed of the rate change. He was apologetic but said it was too late to change anything.
Company Response:
State: MA
Zip: 01930
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Citizens bank is demanding a balloon payment after three months forbearance ; those of us who own XXXX XXXX certainly haven't had normal revenue these three 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 just tells you " that's all the bank is offering '' My mortgage is {$3600.00} mth ; in forbearance currently since XX/XX/XXXX
Company Response:
State: CT
Zip: 06880
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The entire underwriting process was a disaster. I was told I was cleared to close and then asked more documentation. Nonetheless I accepted all that Citizens bank requested and obliged. I finally closed on XXXX XXXX and it has been 4 weeks since closing and I still have no log in for getting disbursements for my construction loan. I have reached out to my MLO and even the assigned Construction draw administrator XXXX XXXX who is slow to respond. I am now being asked for documents that were already provided during underwriting and asked for different documents by the construction loan administrator. The process has been a nightmare and Citizens bank should not be in the construction financing business if they can not create a better experience for their clients. My construction is moving at a snails pace because I am unable to get disbursements from my approved loan even 4 weeks after closing yet they restrict me to a 12 month construction period.
Company Response:
State: NJ
Zip: 07652
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It May Concern. My situation revolves around the recent COVID-19 pandemic, and the economic impact it has had on everything and everyone. Being XXXX is difficult enough, but on XX/XX/2020, I received notice from my major client, and source of 90 % of my income, that all work was stopped. With that event, I started the process of filing for unemployment benefits. It took weeks to get online with the North Carolina Department of Commerce, to apply for unemployment benefits. Once I finally was able to register my application for unemployment benefits, I have been held in limbo with their review process because I am sXXXX. Being XXXX I do not fit the cookie-cutter application for benefits. And, even though I submitted supporting documents proving that I am XXXX, along with a copy of the letter from the client and the XXXX form showing what they paid ( {$120000.00} ) me last year, they have determined that I had insufficient income during the year. I have filed an appeal and a letter of protest with the NCDC, and still waiting for a response. So, I am not receiving any benefits or support at this time. I am also waiting to receive the stimulus check from the government. So, I have generated little to no income over the past 8 weeks. But, this is not the focus of my complaint. Then, to add to the stress level, my wife is a XXXX XXXX working at a local XXXX XXXX office. She is working on the front line of this pandemic and has recently been XXXX to a XXXX that may have the XXXX. We are currently waiting on test results. MY COMPLAINT IS WITH CITIZENS ONE HOME LOANS. In late XXXX, we were notified by Franklin American Mortgage Company, that they sold our mortgage papers to Citizens One Home Loan. This transfer of mortgage papers is not unusual. It is done all the time. However, had my mortgage papers not been sold, I would be able to apply for " 90 days deferment of payments '' with Franklin American Mortgage. Deferment of payments means that no payments have to be made for 90 days. It is understood that interest will accrue, and the life of the loan will be extended for another 90 days. This is certainly helpful with cash flow, and the lender does not lose money. But, the new holder of my mortgage paper, Citizens One, only offers a " 90 day forbearance ''. Forbearance of payments means that no payments have to be made for 90 days. It is understood that interest will accrue, and the life of the loan WILL NOT be extended. At the end of 90 days, THEY WILL DEMAND FULL PAYMENT OF THE PAST 3 MONTHS, WITH INTEREST. I have talked with representatives of Citizens One, and they expect full payment at the end of 90 days, as described above. If someone can not make the payment, they then offer to restructure the entire loan, or allow you to apply for a new loan to cover the shortfall. The problem with this approach is that it is another loan that you have to qualify for. How can anyone qualify to restructure a current loan, or get a new one, when you have no income? In light of the economic impact that the pandemic has generated ; how does this company think forbearance is helpful to the average person? Every bank and lending institution that I know of, including credit card companies, are offering deferment. Deferment may not be the final answer or solution. But, it is helpful.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2020 i deposited two checks, each for {$1200.00}. This is a recurring transaction. Several days later the payor, a tenant, advised that the funds were not withdrawn from her account. I checked my Citizens bank account and saw that only {$1400.00} was credited. I called Citizens Bank customers service and was told the issue would be resolved. As of today it has not and I have had to contact the branch again. I did send a message via the contact section on the mobile app, but have not received a response.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: When interest rates dropped in XXXX, my mortgage company reached out to me about refinancing. I locked in at 3.5 % with no points. Two weeks prior to that my boss informed me that we were going to have to shut down our XXXX XXXX due to COVID-19 and she wasnt sure how many hours she could guarantee me. So I called my mortgage company to inquire about having a month deferred just in case. I was told they do not defer but they offer a forbearance and explained that it would waive any late fees and would not hurt my credit or if I wanted to refinance. I didnt want to do that because I didnt want to pay two months worth the following month. Well they put me on forbearance anyway which I did not want to and which I ended up not needing Because I was able to keep working and did not use. I have never been late with a payment or missed any payments and my mortgage is paid up to date. After a month of sending in documentation and trying to keep from using credit cards, I was called and told they were stopping the refinance because I went into forbearance. So for the last three weeks I have been getting nothing but the run around from them and they say there is a way to make it work and will call me. But now for over a week I have heard nothing. I still want to refinance but they have dinged my credit report and I have paid {$540.00} for an appraisal. My credit score is around 754 and should be higher soon since I just sold a car and paid off that loan. I reached out to another broker and was told that I can not refinance if there is any record of forbearance on me.
Company Response:
State: NC
Zip: 27617
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
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: I had this account is outside of the statute of limitations under the fair debt collections practices act and i wanted this account deleted from my XXXX credit report due to very harmful negligence by XXXX XXXX XXXX. I once had a checking account with them in which the banking officer XXXX XXXX had setup the secured loans payment to come directly out of my checking account for for some strange reasons in the banking system it did not take the money out of the account by which my direct deposited of social security for the XXXX would have taken care of the secured loan that i had with them in order to establish payment history. I have had terrible service with them on this issue and resolving this issue with them. I was told that their systems did not recognize my account by which the payments was to come from and it was not their fault the banker assured me of the payment and in the ledger the four month was called a system error by the electronics funds transfers act the bank blamed it on me fir their negligence. I removed my funds from their bank and i had to suffer with this derogatory 4 so called missed payments because their systems XXXX up and when i called them to speak to XXXX XXXX the branch manager they did not even consult her because she did not work there anymore. Account Info Hover over labels for more details Account number XXXX Account status Closed Date opened XX/XX/2013 Account type Secured Loan Balance Loan Amount {$0.00}
Company Response:
State: OH
Zip: 43219
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A