Date Received: 2020-02-21
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: As of today XX/XX/2020 my son and I have not received XXXX statement. It is due XX/XX/2020. XXXX statement due XX/XX/2020 was received on XX/XX/2020.
Company Response:
State: NC
Zip: 27516
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hi My Name is XXXX XXXX, I have a checking account with Citizens Bank ends in XXXX, I had submitted payments for my county taxes, XXXX energy 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, 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 XXXX refused to disclose any information to me, treating me like a criminal for no reason other than being arabic and a female simple and clear.she said she said she would need my lawyer so she can tell him whats going on. The next day i went to the branch with an attorney, to make it short, the bank still declined to release info other than a phone # to call. the lawyer told me he cant do anything other than suing the bank because what they are doing is completely illegal, so he advise me to try to report this to CFPB to see if they can help resolve this issue because it is a mere violation of anyone rights. I would like this incident to be investigated, i want copies of any documents in teh bank possession in reference to this matter, I wont release the bank from any liability and damages that occurred to me as a result of their irresponsible action, the bank has a duty to investigate any allegation, and can only act upon an order from the court, which appears to be NO VALID court order to do what the bank did. P.S NOTE : I reserve all my right to file separate civil action against Citizens Bank, for breach of duty, violation of FCRA, Discrimination based on religion and ethnicity, and intentional infliction of emotional distress. Unfortunately I have NO DOCUMENTS to attach since the BANK REFUSED to give me any piece of paper.
Company Response:
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: 48127
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to formally complain about the numerous errors that have occurred in processing of my requested {$1000.00} payment that should have gone directly into my loans escrow account to offset a portion of my escrow shortage. On Thursday XX/XX/2020 I contacted Citizens One Customer Service and directed the customer service representative to process a {$1000.00} payment directly to my escrow account to paydown a negative escrow balance according to my recent escrow analysis. I was informed that this transaction had to be done by a customer representative and could not be done on-line by myself. I normally make all of my mortgage payment online. The Customer Service Rep put me on hold several times while she conferred with her Supervisor on how to process the transaction. I was assured no less than 4 times that my {$1000.00} payment would be applied to my escrow account. The next day a withdrawal of {$1500.00} was posted against my XXXX Checking Account causing an overdraft and a subsequent {$37.00} over-draft fee on my account. The payment was posted in error as a regular mortgage payment, which was not due until XX/XX/2020. The majority of the payment was applied to interest. I went to my bank that day, where I again contacted Citizens One Home Loans and spoke to Customer Service Rep XXXX, who apologized for the error, instructed me to send a fax verifying the charge on my bank account to fax number:XXXX, and that she would have the error corrected by reversing the unauthorized payment. The error was not corrected. I have made countless follow up calls ( no less than 6 ) and still have not resolves the issue. Citizens One Home Loans then instructed me that they would move money from my prior months ( XXXX ) payment to apply to my escrow, the use the {$1500.00} payment made in error to cover the prior months ( XXXX ) payment and use any overpayment towards principal?!!!? I should not have to negotiate where to direct moneys already paid in my account towards where the bank wants to place them. To resolve this matter : I am requesting that the {$1500.00} unauthorized withdrawal from my XXXX Checking Account be reversed and that the {$37.00} overdraft charge on my XXXX Checking account be reimbursed. I am requesting that my original transaction of the {$1000.00} payment directly into my loans escrow account be processes. Any over-payment resulting from these transactions should be posted into my escrow account, not principal or interest. I also request a re-evaluation of my escrow account for 2020 be conducted after XX/XX/2020. Cordially, XXXX XXXX XXXX
Company Response:
State: MI
Zip: 48092
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XXXX XXXX hits me with Overdraft fees, eventhough I have sufficient funds in my account. They show a transfer a funds from my Savings to cover pending transactions. But then money is in my checking. XXXX is fraudulently hitting me me with Overdraft fees
Company Response:
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I made payments of {$700.00}, {$800.00}, and {$550.00} respectively, via online banking 2 direct transfers and 1 on line bill pay from my Citizens Bank checking account to my Citizens Bank credit card ending in XXXX. On each occasion, I would check every day to see if my payments posted and they did not post but were listed on hold and not applied to my card. This continued for more than 10 days approximately 2 weeks with no explanation why the hold on my payments. The holds were only lifted and apparently applied after I called and flipped out because I was traveling and needed to make more purchases. ie. rental car, hotels etc, on the card. I called and ask why my payments were on hold and not posting right away. I was given no good explanation of where my money went when they withdrew it from my checking account if they did not apply to my credit card as it was intended. This is a conversion of my money. I couldve paid a different card down to use or kept the money in my account and earned interest. On the three occasions that I made these payments, I saw the withdrawal of my cash immediately, but not the credit to my credit card. After I called and kept calling because this kept happening, they told me my payment would be applied however I never saw my balance go down the day the payments to my card were supposedly actually made by Citizens Bank. I am extremely frustrated because I cant tell if these payments were ever posted, and on what day the payments were posted if not on the day I made the payments, because my balance never came down on my credit card in my online banking. This is just not right to do to a person. I have never been late on a payment on my card there is no justification for any hold, Ive never heard of this happening it certainly has never happened to me before, and I think its illegal to do Im a lawyer I think its a conversion of my money that was intended for one purpose and they failed to apply it to that purpose immediately or within a reasonable time, a day or two. Where did my money go? Why weren't my payments applied right away and were put on hold for an outrageous amount of time. When I make a payment on my card I expect the payment to be applied right away or within a reasonable amount of time. This totally screwed me. I was not only out my money in my checking account but also had no room on card to charge when I was out of town. I couldve paid another card and used that card. I wrote a letter to the Office of Chairman XXXX XXXX XXXX with no resolution.
Company Response:
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: On XX/XX/2019. With little planning no experience in buying/owning a car. I went to a dealership, not knowing that day I would make the biggest mistake of my life so far. I was helped by a XXXX sales representative, but with no talks or reassurance about anything. I basically only remember signing papers, I had nothing explained to me. I understand was the one who signed the paper but still. Nothing was explained, no advice was given to me, nobody explained my credit score. The detail of the car I was buying. I thought it was a nice car but not for the price they gave me. I bought a brand new XXXX XXXX XXXX for XXXX. There's 3 prices on the papers they gave me. Price of the car was XXXX and the amount financed was roughly XXXX. But with the interest for 72 months it skyrockted all the way to XXXX by the end of the term. I don't know if there's anything I can do to get out of it. But I feel like I was set up, with NO guidance from my sales rep.
Company Response:
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In XX/XX/2020, I walked into a branch of Citizens Bank in downtown XXXX to address several charges on my demand deposit account. I was directed to speak to an agent. I did not note the agent 's name as I had no reason at that time to suspect anything was amiss. She told me one option to address my concerns would be to open a new credit card. She told me I could be approved right away and could transfer a balance from another card and that there would be zero percent interest for one year. She made no further oral disclosure. I do not believe I signed any disclosure concerning any " balance transfer fee. '' After I opened this credit card account, I saw an approximate {$180.00} transfer fee on the account. I tried to address this with Citizens Bank and was told, in effect, " we made a disclosure. '' I dispute this fact and consider the practice of emphasizing positive features of a credit card, while ignoring, concealing or disclosing only in " fine print '' in a quickly-presented electronic form -- perhaps with a catch-all " I agree to all terms and conditions '' disclosure, if one was made -- to be an unfair or deceptive act or practice.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On the statement dated : XX/XX/2020 statement - Citizens Bank sent out a statement that is mathematically incorrect! They state : Previous Balance Minus Payment Plus Interest Payoff Balance {$54000.00} - XXXX + XXXX = {$53000.00} The payoff balance is off by {$13.00} ... Why?? When I contacted the bank - they said it was " lien waiver '' fee from XXXX County ( which is currently {$25.00} ). This is the 2nd time this bank has added a balance to my account without any indication of what these additional amounts are being charged to my account for. I have repeatedly requested that if they add any amounts to my account that those amounts be described in a separate line item. They refuse. Additionally, It makes no sense for them to add this to an ongoing payoff balance. With any other mortgage the mortgage company is focused on what you owe them. Once a pay off request is received - then the mortgage company can check with municipality to disclose/collect the amount due for the lien release which can change ... Every single time I go to balance my account - I can not! Because of the mathematical errors and the lack of disclosure of what this bank is adding to my payoff amount. It would seem to me that a regulatory agency would not allow banks to willy nelly add to a customer 's pay off balances without property disclosure?
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
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: After I made a full payment to complete my vehicle loan over the phone with the agent on 2/3 in the amount of {$23.00}. The agent confirmed the loan was paid in full and I would receive no further charges and that I would receive the title in the mail in 3-4 weeks. 48 hours after that phone call an additional debit on my checking account was made by Citizens bank for {$22.00}. This was not an authorized charge as my loan was satisfied and my business with Citizens bank had been concluded.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-10
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Hi, On XX/XX/2019, I opened checking and savings accounts with Citizens Bank pursuant to a promotional flier I had received in the mail ( the initial offer code didn't work, so I emailed the bank and received another one ). The flier advertised that if kept {$15000.00} in a new savings account for three months, the bank would give you a {$200.00} bonus. I was opening the account online, so I called Citizens Bank 's customer service line to ensure I was jumping through the proper hoops. They assured me that if I simply opened the account and transferred over {$15000.00} to it, I would be given the {$200.00} bonus once I had kept the money in the account for the required length of time. Fast forward four months later ( after I had met the required time listed on the flier ), I had still not received the bonus that the promotional offer had promised. I called the bank again on multiple occasions, and they told me that I had not meant a requirement that the {$15000.00} be used to open the savings account. Because I had initially opened the account without the funds and then proceeded to initiate a transfer from another bank account afterwards, they couldn't give the money. This was a clear violation of what the prior customer service representative had told me, and what the chart on their flier said were the terms of the promotional offer. Reading the fine print, I came to understand how the could interpret the fine print to impose such a requirement, but it was by no means obvious, and the customer service call and basic thrust of their flier had tricked me. I continually tried to explain what had happened over the phone, but the bank 's customer service representatives refused to help.
Company Response:
State: MA
Zip: 02138
Submitted Via: Web
Date Sent: 2020-02-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A