Date Received: 2020-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage on XX/XX/XXXX. I have been going back and forth with my mortgage company ( Franklin American Mortgage Co. ) to release my lien ASAP. It has been exactly 60 days today and it has yet to be released. It is my understanding that Franklin American is in violation of our state statute 76-2803 which requires liens to be released with 60 days of payment or 30 day so of request and could be subject to a {$5000.00} fine or actual damages whichever is greatest. This whole ordeal has put me behind on all my other real estate transactions. Franklin release the documents on XX/XX/XXXX to all responsible parties, but NOT to designated trustee.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2020-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: The collection department contacted third party and disclosed personal financial matters, I have saved the text where the third party informed me about it, I called Citizen and asked to stop but hey said no until deb is collected, this is the number at Citizen : XXXX XXXX XXXX.
Company Response:
State: FL
Zip: 33054
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have a Citizens Bank checking and savings account for about two years. After a period of low usage, I submitted a request to the Bank to close the account. I thought the Bank have closed my account and stopped all Bank activities. It turns out the Bank only close my savings not my checking account. Customer service claimed they could not close out my account because I have positive account balance of {$8.00}. I don't understand why they could not close the account and issue an {$8.00} refund check like a reputable and trustworthy financial institution. In late XX/XX/XXXX, I was notified that my account has a negative {$7.00} balance due to inactivity fees from XX/XX/XXXX to XX/XX/XXXX. I emailed customer service but they refuse to do anything until the bank has a positive bank account balance. The Bank has implemented difficult and unnecessary process for consumers to close a bank account and as a result I was charged {$39.00} in fees. I have to follow via secure message, wait for a response and called the Bank twice but still get no resolution. The account should have been closed back in XX/XX/XXXX if the Bank was consumer friendly. Instead, as a result of my closure request, I am out {$39.00}.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: As of today, I have not received a statement for my car loan.
Company Response:
State: NC
Zip: 27534
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Getting a loan
Subissue: Fraudulent loan
Consumer Complaint: Last year I attempted to refinance my wife 's student loan through Citizen 's Bank after receiving a letter from them. The events that followed were quite disgusting and resulted in a CFPB complaint in which Citizens Bank admitted full guilt of placing my wife and myself into a program they were AWARE WE WERE NOT qualified for. They did this just to get us the advertised rate and to attempt to AVOID a CFPB complaint. My wife and I were over-qualified for the advertised rate - but unable to get that rate when applying over the phone. After Citizens Bank put us into a program we didn't qualify for ( without us being aware of this ) to get us the advertised rate - we were approved. When I received the approval letter there were some " blanket statements '' that nobody ( including people in the Office of the Chairman ) were able to explain - specifically charges that I might incur after accepting the loan. That when I decided to submit a CFPB complaint against Citizens Bank last year - which ultimately led to a TOTAL REVEAL AND ADMISSION OF GUILT in their response that they wanted to avoid a complaint to begin with and knew during the underwriting process that they were signing us up for a loan we did not qualify for. At that point I contacted XXXX XXXX and got the rate that Citizens Bank advertised to me - without a problem. To this day, I've been struggling with Citizens Bank to remove the hard inquiry from my XXXX. They've said they have submitted paperwork to remove it, but I've contacted XXXX and they've informed me that they have not received anything. I've been in constant contact with XXXX ( Office of the Chairman ) XXXX since shortly after the original credit hard inquiry on XX/XX/2019. At this point, the inquiry is still on my credit and is one of the only things tarnishing it. It should be REMOVED DUE TO FRAUDULENT BANKING ACTIVITIES which has already been PROVEN IN THE PREVIOUS CFPB COMPLAINT. Yet, Citizens Bank at this time has stopped cooperating and communicating with me. This is my last official attempt prior to civil action.
Company Response:
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I have had a checking and savings account with Citizens bank for several years. I have a Green checking account, and have always kept {$2000.00} in the account. Citizens bank changed the account sometime in XXXX, and never sent me any notification by mail, They just started charging me a fee of {$9.00} each month. I called customer service, and they said that they mailed me a notification in XXXX. I asked when in XXXX because I never received any disclosure or notification. The agent could not tell me the date. I work for a XXXX, so I know that this documentation is readily available. The agent, then said she could remove 2 of the service fees. I said that this was unacceptable, and requested to speak to a manager. I spoke to the manager, who then said that the notification was on my estatement on page 2. I explained that I've never seen this before. She tells me that there is nothing that she can do. I told her that changes to an account should be mailed even if a customer has estatements. I advised that I would be contacting the CFPB because this is an unfair practice. I am making deposits to the savings account every 2 weeks, and I could have easily deposited a portion of those funds to the checking account.week. I just want my funds returned to my account.
Company Response:
State: MI
Zip: 48310
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XXXX XXXX Advertised a 5 % cash back on everything offer until XXXX. After I made purchases, they cancelled the account, and stole all of the rewards I had earned and refuse to pay the 5 % they advertised.
Company Response:
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am in the process of refinancing my VA loan with XXXX XXXX XXXX which was in the closing process when a credit reporting company ( XXXX XXXX XXXX XXXX reported an incorrect payment record on my Citizens One Bank home mortgage loan. This caused a crash in my FICO credit rating and my refinance application to be rejected. Citizens One bank my current mortgage lender ALSO through a process of malfeasance reports my correct payment record on their web site BUT reported two ( 2 ) monthly payments 30 days late. to XXXX XXXX XXXX AND all three credit reporting agencies, My account is CURRENT and paid up to date BUT both Citizens One and XXXX XXXX XXXX intentionally misreported my actual payment record, causing 1 ) my refinance loan to be rejected and 2 ) my FICO credit rating to be REDUCED from XXXX to XXXX. These illegal reports of late payments have caused me great harm.
Company Response:
State: FL
Zip: 34785
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-02
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: XX/XX/2019 at Citizen Bank Branch Philadelphia Opened an credit card due to a promotion they advertised that I would be receiving 15 months 0 % interest. The first page of their promotional campaign stated introductory rate 15 months 0 % it was refering to balance transfers. This was not communicated as such in that 1. This is my bank i was defaulted to trust, i have money in this bank. 2. I told them i would be making a large purchase 3. Most credit card companies offer me 0 % interest on purchases at my home, i was thinking maybe i would give my bank the interest. 4. The promotion was misleading, in that what is so fantastic about receiving a credit card for 17 % interest? 5. I believe the promotion was intentionally misleading, and could be interpreted that this was for purchases the promotion. I would like for them to honor the intention of the promotion, as understood by me the client. I have contacted bank to no resolution just being pushed around various offices.
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2020-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-01
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: In XXXX I filed for bankruptcy.In Early XX/XX/XXXX, I disputed the bankruptcy on all credit reports to have it removed because of the 10 year is over.XXXX sent me the results from the dispute confirmation # XXXX stating " The disputed item is not currently reporting on the XXXX credit file.Public Record : Bankruptcy '' .On XX/XX/XXXX, I received a personal loan offer via US Mail from Citizens Bank loan offer up to 50,000.00.On XX/XX/XXXX, I applied online for the Citizens Bank offer for XXXX, pulling a soft credit pull.After applying online, I was denied approval.Minutes later, I received a Quote decision via email stating " you did not meet minimum credit score '' .The quote Decision listed my credit score at XXXX.I decided to call the number listed on the Citizens bank quote Decision and spoke to XXXX XXXX XXXX ) at XXXX on XXXX.She asked for my SSN number to look up information.XXXX stated to me that my credit score is XXXX and to be considered for a loan, it should be at least 700 or more.I also asked XXXX, what does the Derogatory public record or collection mean.XXXX stated it generally means bankruptcy.After that conversation, I logged onto XXXX at XXXX.As soon as I logged on, the first page shows credit score of XXXX ( good ) and was updated on XXXX.After looking at that page, I clicked on to public records and it still shows Bankruptcy.Because of XXXX not removing the Bankruptcy, I was denied credit/loan.Also, Because of the difference in credit scores, I was denied credit/loan.
Company Response:
State: MI
Zip: 48083
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A