Date Received: 2020-01-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: This is second CFPB complaint I am filing and this time really need CFPD officer to look out in this case personally and investigate as Citizens One bank is now really harassing me with their inefficiency to take care of 4 year good performing customers like me and I am getting tortured some way or other! In my previous CFPD complain, I have explained why my monthly payments that were going regularly by auto debit for last four years didnt go after XX/XX/XXXX. Again I am explaining, I was traveling out of city and I moved out of my old place. During my travel period my business credit card on file for auto debit got compromised and stopped by the bank. I got no intimation from Citizens One that my monthly payments. Main point to note here is Citizens NEVER called me even ONCE to check why suddenly 4 years old account stopped operating, guessing something is wrong! In XXXX, when I was filing company tax returns I called Citizens for the statement and I came to know about the situation, I called bank several times, bank Never called me at that point too and its was me who 'Ensured ' that all my pending payments are made and account is good. Also at that time i gave my new card details to use for next monthly payments. At this point, all payments were cleared by me and it was clear I always wanted to pay the money and any delayed payments were not because of my mistake. Citizens One Bank didnt even updated my phone number and address when I informed them earlier. This can be proven that in XXXX even after repeatedly calling and giving my new phone number and address it was still not updated. I called at least 5 times to get it updated. I can get call recordings from my phone service provider to prove this. Citizens One has very bad customer support who are absolutely inefficient people. For their inefficiency I should not be penalized. Had my phone number and address updated efficiently, i would have at least got communication about my payment issue. I requested bank to reverse the late payment reportings and Chairmans office manager XXXX repeatedly keep denying to reverse the late payment reporting. I want CFPB to look into this matter. Late payment reportings should be for the willful defaulters who really dont want to pay the money or who didnt had money to pay. I always maintained balances in my account to pay the bank, bank failed to collect the money. On top of this I have to go through another torture by Citizens One. I was told in XXXX when i cleared all the pending payments, that my next payment is due in XXXX and I have already given my new card to put on file. I maintained money in my account and was worry free that everything is again smooth. But with inefficient operations of the bank, I was again put in trouble. I had to go to LA for my project over the weekend on XXXX XXXX and on Friday XXXX XX/XX/XXXX morning I realized my car was not in its driveway. Here are the rest of facts : I was horrified that my bmw is stolen but first thing i did was to call Citizens One to find out if this is anything to deal with my loan ac. When I called they have put me on 45 min on hold and did not even confirmed that my vehicle was repossessed. He told me to call back! I have to call three times that day just to get confirmation that my vehicle was repossessed It was at XXXX XXXX they confirmed that vehicle is repossessed for non-payment of just two installments I asked them why there was no phone call before they did such a severe action they said they are not required to call! When I asked there should have been some communication from the bank for their intention to pick up the vehicle before such action, customer service lady on phone said that they have sent the letter of intent to pick up vehicle before they picked up the vehicle but there was none! Later when I spoke with XXXX from Chairmans office, she told that they do not send the letter of intent BEFORE they pick up the vehicle but they send it after they pick up! Please notice, two different answers by two officials to cover up their side. Also, Chairmans office officer XXXX threatened me that my vehicle will be sold in auction if I dont clear repossession case soon just four days after vehicle pick up On Friday XXXX, when I asked to connect to the same officer with whom I spoke earlier in XXXX they kept dening and kept me on hold for long time again and again to even to talk with an officer and finally connected me with different officer This officer spoke for two hours on phone and I wanted to make the payment of charges to take back my vehicle right away but he didnt took my payment by card like last time officer took and closed the case immediately on the spot This Officer transferred me to another lady to take a payment, who said I have to go the bank to make bank transfer When I went to bank for bank transfer then she says bank transfer will take THREE HOURS to get the money ( which is false when I spoke with bank they said money goes right away ) and told me to go do XXXX transfer I have to run pillar to post without car, somehow I made my way to XXXX lady on the phone was yelling at me from XXXX XXXX even when I was in the bank trying to do the transfer when office who transferred me to her told me that they work till XXXX XXXX. I request CFPB to listen to these calls. When i was at XXXX XXXX, lady kept giving me wrong direction to make the payment and the payment not going through and she HUNG UP ON ME " This entire senario tells that bank officers DIDNT WANT TO COLLECT PAYMENT BUT HARRAS ME AND MAY BE GIVE MONEY TO TOEING PEOPLE TO GET SOME COMMISSION ''. I could have easily made payment on Friday and got my vehicle back if bank officers cooperated with me Also on Monday again the show started for the payment! Different officer was on phone who was at least good person and really gave me proper instructions and account details to make the fund transfer. Point to note these instructions were NOT GIVEN TO ME ON FRIDAY. I made payments according to her instructions and it was successful. This is very clear case that people on the phone on Friday didn't wanted me to make the payment and take vehicle back CITIZENS ONE KEEP DOING THE SAME THING, THEY DON'T TAKE THE PAYMENT FROM CUSTOMER AND THEN TORTURE CUSTOMER either by taking possession of car or Late Reporting 's to the Bureaus. Even after making payment, when I called repossession dept they kept telling they did not receive funds and when I called XXXX they said funds went to citizens bank immediately. I have to keep calling 3-4 times and finally to get confirmation from citizens lady of receipt of payment Then I have been given different calling numbers of local toeing agency to get my car who say we close at 2! Plus I have been told to go to police station and get repossession letter to get my car, why?? When I got everything, local storage agency tells citizens bank has NOT RELEASED the car yet, and bank say we released. This drama went for another day! I have to go through this payment and release letter drama for three days. Everybody on the call was RUDE AND RUDE. Toeing agency give vehicle only before 2. This entire scene made me lose my work for a week!!! Is this so much serious sin i made. What was my mistake both the times that Citizens One gave me this TORTURE!
Company Response:
State: CA
Zip: 94403
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-19
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I opened a UTMA Account for my minor daughter, she is XXXX. Since the opening of the account in XX/XX/2019, Citizens Bank has been holding deposits, reordering transactions, allowing small debit card purchases ( under {$25.00} ) to default the account so that they can charge {$35.00} on that nominal amount that had fallen into negative due to the banks reordering of transactions. To date, I have over {$1500.00} in overdraft charges and Sustained over draft fees. This bank is the most difficult to work with, I have made numerous calls to customer service ( at least ten ) regarding this issue of default ( which is comprised of ONLY fee 's by Citizens ). I refuse to put another deposit into this account until they remove their exorbitant and fraudulent fees, They have already taken the last there deposits I put into the account for over {$400.00} to only put the account into further sustained overdrafts. This is a minor 's account and my daughter has been heartsick with losing her hard earned savings that was deposited into the account and then applied, every dime, to the overdraft fees. As a educated consumer I know what to look for with banks but this is robbery.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: BREACH OF TRUST, CONFIDENTIALITY, AND SECURITY On XX/XX/XXXX my husband and I saw XXXX at Citizens Bank, XXXX XXXX XXXX, XXXX, NH XXXX. We needed to make adjustments to our online banking. We each have a checking account and a credit card. We no longer require access to each others accounts. XXXX told us these changes would take effect the following day. Next day we logged in. We can now see each others accounts but not our own. When I called the banks main office I could not speak to a representative by giving the last four digits of my SSN. I had to give the last four digits of my husbands SSN. He called in to Citizens to pick up forms for signing. XXXX had told me on the phone that I needed to change my logon and/or password but refused to talk me through the procedure. XXXX the manager did talk me through it. I changed my password but it did not solve the problem. She said the accounts got mixed up by the person who opened the accounts in the first place. I find this hard to believe. My account was opened in about XXXX of XXXX. How did this error go unnoticed all this time? Today, XX/XX/XXXX, the problem has not been resolved. I can not check balances, transfer money, pay bills, stop a check, or do any other banking online. I cant see if there has been a fraudulent transaction. We do not know if our debit and credit cards work. XXXX handwriting is an untidy scrawl. He made mistakes with figures on the forms and missed details. He has been extremely unhelpful and was surly to my husband. Most distressing of all is that when I logged in this morning, XX/XX/XXXX, to find nothing had been resolved, the first thing I saw was my husbands checking account summary, with a transaction I should not have seen.
Company Response:
State: NH
Zip: 03103
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: A checking account was opened XX/XX/XXXX for a Living Testamentary Trust to care for a person during his lifetime. At his death the remainder of the Testamentary Trust was to be returned to the Living Trust. This person died on XX/XX/XXXX. There was a balance of {$15000.00} at the date of death. This money remained in the account until the estate was settled. Upon contacting the bank on XX/XX/XXXX I was told that the account had been closed as it was overdrawn. The funds were slowly depleted fraudulently from XX/XX/XXXX through XX/XX/XXXX until the Bank closed the account for being overdrawn. The fraudulent withdrawals were debit card purchases and ACH charges. The Bank has refunded the {$660.00} of debit card purchases. We were told that there will be a check coming for {$3400.00} from one of the ACH charges, but it hasn't arrived. There are {$4200.00} XXXX charges that were denied. I have contacted XXXX and was told it was over two years old so they denied responsibility and that we should file a police report. The rest of the charges are " pending ''. I have contacted the bank on at least 14 occasions but never talk to the same person. There are three different claim numbers that have been provided to me, and at least four different departments involved. I feel the bank has not met it's fiduciary responsibility in this case and should pay the Trust the amount that was in the account at the date of death.
Company Response:
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My complaint is about several overdraft fees & sustained overdraft fee that have been applied to my business checking account with Citizens Bank from Thursday, XX/XX/2020 to Friday, XX/XX/2020. One Thursday, XX/XX/2020 my account was overdrawn from a charge from XXXX in the amount of {$13.00}. I did have a balance in my account of {$5.00}. The amount remaining was - {$8.00}. I tried to rectify my account bringing it back to a positive dollar amount on Friday, XX/XX/2020 by depositing {$20.00} in cash. When I checked my mobile app the balance owed was - {$8.00}. I did call Citizens Bank customer service number on the back of the debit card and spoke with a women who said she could not reimburse the fees. As of XX/XX/2020 at XXXX there was no overdraft fee posted on my account via the mobile app. I was a bit confused. She had mentioned that all fees get applied by XXXX the next day. Though, the bank did pull out a fee of {$39.00} on Friday, XX/XX/2020 for Thursdays overdraft even though I corrected the balance of - {$8.00} by depositing {$20.00} in cash. On Monday, XX/XX/2020 I noticed that my account was - {$130.00}. I immediately called Customer Service to inquire about the transaction. They told me that I had three over draft fees. If you subtract the over draft fees of {$110.00} from the {$130.00} the balance is {$15.00}. I also went into the Bank Branch located in XXXX, CT and spoke with XXXX who could not figure out what was happening on the account. He said he would need to speak with the Manager, XXXX and get back to me. XXXX did print out some documents he said the ( 3 ) charges that over drew my account were the following {$22.00}, {$4.00} & {$10.00}. I heard from XXXX on Tuesday, XX/XX/2020 late afternoon who said that his manager was out of the office at a training and that he would call me tomorrow. I have never received a call from the Branch Manager as of Friday, XX/XX/2020. Though, I did call yesterday XX/XX/2020 at about XXXX and spoke with the Branch Manager who said it was out of his hands that the issue had been escalated to the Chairmans Office. On Tuesday, XX/XX/2020 I called the Customer Service number again, this time getting a different individual who told me that I had an additional ( 6 ) overdraft fees to my account in the amount of {$230.00}. So, if you add the {$110.00} in overdraft fees from Monday and the {$230.00} of overdraft fees from Tuesday it gives you a total of {$18.00} that my total account was overdrawn. As of Friday, XX/XX/2020, I received an additional fee for insufficient funds of {$30.00} now bringing the account to {$390.00} owed to Citizens Bank. On Tuesday, when I had called Customer Service, I was informed that the account was escalated to the Chairmans Office and that I would receive a call back within 24 to 48 hours. As of Friday, XX/XX/2020 at XXXX I have received no call from Citizens Bank to resolve this issue. I think the {$380.00} in fees for an overdraft of {$18.00} is absolutely ludicrous. I dont feel that Citizens bank does a good job reporting fees in a timely manner. They will pull out a fee without posting the transaction to the account. Ive been told that all fees get processed by XXXX next business day, this does not hold true. Also, Ive been told that I have until XXXX day of to correct a transaction. Ive also been told by many Customer Service personal that I should inquire about overdraft protection and the only way I can sign up for this is if I go into a branch and do this. There have been times were the account has had {$5.00} in it and the bank allowed me to withdraw {$20.00}. There are times the mobile app does not show the same dollar amounts as the transaction description online. For example, on Saturday, my account on the mobile app showed that I had a balance of {$52.00} in my account. I would like this matter resolved ASAP. I am not saying that I am not at fault for the account being overdrawn. There are times where my account has been overdrawn and Ive paid the fees.
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: inadequate information supplied by Citizens Bank for me to adequately fulfill my obligations to fully take advantage of this banking promotion, forfeiting a portion ( {$400.00} ) of this promotional offer.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, 10 transactions were fraudulently debited from my checking account. These jumped from Kansas to NY to Alaska - it was obvious these were not in my regular behaviors. Two or three times in the past these types of fraudulent transaction were caught by Citizen 's own software before I caught them. In the past my account was credited either immedidately or within a few days. I filed a complaint with Citizen 's Bank on XX/XX/XXXX when I discovered this fraud and was given the claim number XXXX. The total amount of the claim was {$5000.00}. I opine that this violates the Electronic Funds Transfer Act of 1978 where funds held for verification not exceed three business days. Citizen 's Bank is claiming to me today when I called to check on the claim that they have until XX/XX/XXXX to complete their investigation.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I did not authorize a hard credit pull of my credit. I only authorized a soft pull. Any hard pull of my credit is to be reduced to a soft pull or removed altogether. No authorization was given to have a hard pull of my credit file.
Company Response:
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I did not authorize a hard credit pull of my credit. I only authorized a soft pull. Any hard pull of my credit is to be reduced to a soft pull or removed altogether. No authorization was given to have a hard pull of my credit file.
Company Response:
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In efforts to ensure onetime bill payment with Citizens One, I attempted to set up automatic draft for my mortgage payment. There was an issue with the system or me inputting the correct account information and my payment for the month of XX/XX/2019 failed to process. I never received a phone call, email, text, no form of communication from the company indicating that my mortgage was late or needed to be paid. I was told that I was mailed a letter AFTER my mortgage was already 30 days late and a remark had been added to my credit report. Upon contacting customer service, a representative informed me that the company indeed did not contact me and only makes calls to its " bad paying '' customers when their payments are late. As a customer who has made 100 % payments on time there was no courtesy call or outreach to ensure that I didn't fall behind or miss a mortgage payment. What was even more frustrating and infuriating was that Citizens One called me and left voicemails several times in XX/XX/2019 attempting to sale me another mortgage after they some how found out that I was shopping for new loans. They took zero responsibility for their actions in this situation and refuse to remove or rectify the 30 day late remark on my credit report.
Company Response:
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A