Date Received: 2020-05-12
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: We have tried to settle the debt owed for the pst week XX/XX/2020, she refused our offer multiple times, she then suggested it will hurt our credit score and stated she knows we can afford a payment arrangement. Then threatens that she will check to verify employment to garnish wages when we hadnt been sued yet.
Company Response:
State: IA
Zip: 50317
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Several years back, I started to have problems with Citizens Bank. First off, I keep money in banks as liquid emergency funds for various expenses, foreseen and unforeseen. The interest rates are negligible, so, I don't pay much attention to the accounts - they are there, if and when I need them. I started to notice that a particular account was decreasing in value. Upon inquiry, I was told that the bank was now charging a fee for paper statements that are mailed to me. I stopped having paper documents mailed to my home. Also, anytime I came in to open an account or a CD, I was forced either to get a debit card as well, in the case of opening a new account ; or, a new account when I wanted to open a CD. On one of these occasions when I was opening a new CD I was told to open an account, and, I opted to have no paper statements mailed to the home, since I knew from the previous incident that I would be charged. We have accounts in two other banks and are not charged for these services. Similar coercive and misleading practices have sparked investigations against other banks. Some time went by and someone from my branch gave me a call to inform me that I have been charged {$25.00} a month, for 18 months, due to my account being " dormant ''. I have never been compelled to interact with my accounts at other banks - I didn't even know that such a stipulation existed. After pleading my case with the branch manager 6 months of fees were restored to my account on XX/XX/2020. However, this is unacceptable. In my opinion, this bank has basically stolen {$300.00} out of my account. One of the employees said that she was trying to reach me concerning this matter but she never left a message. I keep my phone off the hook because I am plagued by unwanted robo calls. I just happened to have the phone on the hook because I was expecting an important call when the phone rang. When I answered, it was the representative from Citizens Bank. So, I have representatives not leaving messages and I can not read statements that show the ongoing penalty. I realize that I was able to read the statements on line but I refrain from that practice because my computer system is old and susceptible to security risk. Security breaches have already happened on several occasions. I don't do anything on line - I don't even pay utilities or credit card bills on line. I only use the Internet for commerce in limited situations when purchasing something at XXXX or XXXX that I can not easily get at a local store. I don't believe that Citizens Bank had the right to deduct and take away this money from my account. This money belongs to me, and, this would be a non-issue if they didn't force me to open the account in the first place. I have taken financial hits during the Covid-19 pandemic and I really need every XXXX of my own money. I contacted Citizens Bank on Friday, XX/XX/2020, concerning this matter. They told me that they would have someone contact me by the end of business day the following Tuesday. For three days I kept my phone on the hook but did not receive a phone call from Citizens Bank, just solicitation from other sources. Can you please help and investigate this matter so that I can have my money restored? Thank you.
Company Response:
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was furloughed without pay from my job on XX/XX/2020 because of COVID-19. My wife 's hours have been reduced because of COVID-19. Our income has been severely reduced and so I applied for forbearance of our mortgage payments. Citizens One, the loan servicer, has not responded, has continued to send notices that I missed the payments due XX/XX/2020 and XX/XX/2020, and has charged a late fee. On XX/XX/2020 I sent a message to, asking what my options were and what they were doing to comply with the New York State emergency regulations recently passed in response to COVID-19. On XX/XX/2020, I received a response that I should apply for assistance through a separate " Assistance Center '' ( XXXX ) which required registering a separate username. On XX/XX/2020 I created a username and applied for assistance through the assistance center. I received confirmation that " You currently have an active Request for Assistance! '' According to an assistance center support/FAQ page ( https : //loansolutioncenter.com/Citizens/en-US/Content/COVID19 ) according to the FAQ 's : " After selecting the button ( Got to Requirements List ), you may be presented with a message indicating that there are no requirements available. This is common for COVID-19 situations and simply means you are not required to upload documents at this time. '' As of XX/XX/2020, I have not received any response and my request for assistance is still active, but the status is unchanged. On XX/XX/2020 our account was charged a late fee. We have received a monthly statement showing that our payments are behind and at least two separate late payment notices, on XX/XX/2020 and XX/XX/2020. I now realize that my initial question about NYS emergency guidelines is probably inapplicable because ours is a USDA guaranteed loan. Under the Federal CARES ACT, according to the guidance issued by the USDA : " Effective immediately upon receiving a request for a forbearance from a borrower who attests to financial hardship directly or indirectly caused by COVID-19, lenders shall provide immediate forbearance of the borrowers Single Family Housing Guaranteed Loan payment for a period of up to 180 days '' ... " During the forbearance options outlined above, no accrual of fees, penalties or interest may be charged to the borrower beyond the amounts calculated as if the borrower had made all contractual payments in a timely fashion. ''
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2020-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Loan takes my escrow money out of my account, but the check never gets to my insurance company. I pay my insurance for the 2nd time and fight with the company to be put back in my account. They took the money from my account on XX/XX/XXXX, and while they admit the check was never cashed, it is XX/XX/XXXX and it is not back in my account, and my multiple requests that they reimburse me directly, as I have paid my insurance is ignored. I have requested they delete the escrow account because they have never managed to pay on time and force me to do this every year, for taxes and insurance. I have not been successful. I would deeply appreciate your help. It doesn't seem legal that they can take my money, not provide interest on it and keep it for months and refuse to pay me.
Company Response:
State: CA
Zip: 930XX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Citizens Bank has the below statement on their website. But when I contacted them to ask for a refund over {$300.00} fees, which they have charged me over the last week, I was told no because they have already refunded fees on my account. We are, however, still in the middle of a pandemic crisis. Why have messages like this on their website when they are only willing to help when you feel like and not when it is needed? Why are they allowed to continue being so financially predatory during time like this? This is the statement on their website : If you have been impacted by COVID-19 and are facing financial hardship, please reach out to us to discuss the ways we can help provide relief to you. For Consumers : Payment assistance for up to 90 days ( varies by product ) with no credit bureau impact ( Auto, Credit Card, Mortgage, Student Loans, Home Equity Loans, Home Equity Lines of Credit ) Late fee waivers ( Auto, Credit Card, Home Equity Loans, Home Equity Lines of Credit, Mortgage, Student Loans ) Home foreclosure suspension for up to 60 days : This is automatic ; there is no need to contact us Overdraft fee waivers and service charge reversal Early CD withdrawals without penalty Auto repossession suspension : This is automatic, there is no need to contact us If you are in need of assistance, please contact us. Please note that we're currently receiving higher than normal call volumes as we help our customers through this difficult time. To expedite service, please identify yourself using your account number. Thank you for your patience!
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had opened a citizens bank account and the bank refuses to let me have access to my XXXX that Ive deposited into my account
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I XXXX XXXX have no other recourse but to file a complaint against a national bank for a complete fabrication against my excellent credit history. The copy of the returned overpayment check is complete vindication of my position. However, after several verbal complaints with Citizens Auto Finance, and a hard copy complaint with each respective credit reporting agency, Citizens Auto Finance still has refused to remove the {$360.00} default postings. I will submit my complaint in chronological order as follows : 1 ) Vehicle loan co-signed for my son XX/XX/XXXX with original balance of {$36000.00}. 2 ) Payments began XX/XX/XXXX. 3 ) Vehicle totaled in accident XX/XX/XXXX. 4 ) Payments up to date for XX/XX/XXXX only. 5 ) I had major comprehensive insurance plus gap insurance to cover all vehicle loss if necessary. 6 ) Insurance claim posted immediately. 7 ) Major insurance paid out almost 100 % of balance, except for gap portion of insurance. 8 ) As of XX/XX/XXXX, all balances should have been posted as complete XXXX 9 ) Citizens One received all payments from XXXX XXXX and XXXX XXXX XXXX. 10 ) Last gap insurance payment posted was in XX/XX/XXXX for {$3800.00}. In XX/XX/XXXX Citizens Auto Finance posted a {$360.00} deficiency, that had nothing to do with a monthly payment schedule. After constructive receipt of any insurance claim, the governing body of legislation is no longer under the Fair Credit Reporting Act, with oversight from the Consumer Financial Protection Bureau. The governing legislation is the Fair Debt Collection Practices Act, https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text. 11 ) Citizens Auto Finance was actually overpaid from the gap insurance {$270.00}. A copy of the overpayment is attached dated XX/XX/XXXX. 12 ) Citizens Auto Finance has tarnished my credit without sufficient cause, and the federal mandated legislation protecting my credit status had been fulfilled once the payment history went from monthly payments into a debt collection status related to insurance coverage. 13 ) Accordingly, I file a complaint against Citizens Auto Finance directly along with XXXX, XXXX and XXXX XXXX respectively. It is a necessity of all credit subscribers with credit reporting agencies to protect the rights of consumers under FCRA, FACTA and FDCPA within legislative mandated guidelines. 14 ) My rights have been overlooked by Citizens Auto Finance on this occasion. However, I realize that mistakes happen and this could all be looked at as a clerical problem, and if Citizens Auto Finance erases my negative credit history with each credit bureau quickly, I will consider the situation resolved without any further actions that could include legal measures. 15 ) I XXXX XXXX request an immediate remedy from Citizens Auto Finance as quickly as possible. XXXX XXXX
Company Response:
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The credit card service of Citizens bank has refused to update that I paid off my credit card with the credit bureaus leading me to have an artificially low credit score during COVID-19 which is greatly impacting my ability to manage financially. I have called their customer service line multiple times to no avail, each time I am given a different excuse and a workaround explanation.
Company Response:
State: NY
Zip: 101XX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is closely related to the previous under # XXXX in which Citizens Bank provided fraudulent response. Therefore, in this complaint there are two issues : 1 ) " floating '' interest rate on our credit line secured by our residence is closely related to the Federal Reserve interest rates. Federal Reserve currently reduced interest rate to '0 ' but Citizen 's bank did not reduce its interest rate on our credit line at all, not even for a quarter of percent. Their claim that " new rate of 2.5 % will begin after the XX/XX/2020 was a fraud. The rate is still 4 %. 2 ) Citizen 's bank failed to explain the reason of why the interest for XXXX was {$130.00} and interest for the following month increased to {$140.00} although {$1300.00} was paid towards the principal. No any computation to justify that interest was provided! CFPB should not accept fraudulent responses by the bank!
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I was the victim of an employment scam. I was working as a personal assistant where bad checks were given to me to run errands. I was unaware these checks were fraudulent as they were from a major banking institution. Two months go by and the bank, without notice, determines the checks are fraudulent. When I saw my account I called the bank immediately, went to my local branch, and my police department. I have everything to prove I DO NOT have this money. Receipts, texts, emails, etc. The bank, Citizens Bank, charged off and closed my account on XX/XX/XXXX. In error my tax refund was sent to that account on XX/XX/XXXX and the bank reopens my account and proceeds with collection and seizes my tax refund on XX/XX/XXXX. Theyre collection practice is illegal!!!!
Company Response:
State: MA
Zip: 02184
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A