Date Received: 2020-01-08
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Starting XX/XX/XXXX until XX/XX/XXXX citizens bank has been calling my cell phone on an automated dialing system after they are closed and leaving multiple messages. The first call will end and an immediate second call will be received. Both attempts leave a voicemail. I called the bank on XX/XX/XXXX and asked for a supervisor to discuss their dialer methods. I as at first asked why I would need one then finally transferred. At no point was I given mini Miranda or fully verified and account information was given to me twice. They said they would escalate and I would receive a call even though the multiple calls were the issue. Did not seem to know what cfpb or occ was.
Company Response:
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Two Things ... 1. ) My credit card balance was decreased from {$1500.00} to {$950.00} AFTER I made several payments to pay down my balance. I had about {$700.00} worth of credit when CB ( Citizens Bank ) decreased my card balance due to my credit score dropping. My sentiment is that I felt it was unethical to reduce my balance after making payments that would certainly improve my credit rating and more. I hit a financial bump two years ago and now I am on track ; therefore, reducing my balance hurt my credit rating instead of improving it. I would like reconsideration of my original balance. I have no faith in knowing that if I paid this card off, the account would not be closed which would ultimately negatively impact my credit rating again. 2. ) I made an on-time payment on XXXX.20 ( Friday ) in the amount of {$100.00} but the payment is still showing as processing but I was charged a late fee. I had to log into my account to obtain this information. I called CB and was advised that the fee will be reversed because payments arent processed on the weekends. I advised that the cutoff time for Same-Day payments on the website says XXXX EST. The agent said its XXXX and is on our Customer Agreement. Ive lost faith in CB considering that I thought they did things differently. Their practices are alarming at this point.
Company Response:
State: DE
Zip: 19802
Submitted Via: Web
Date Sent: 2020-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-29
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a One Deposit checking account online with Citizens Bank on XX/XX/XXXX with a sign up bonus of {$300.00} to be deposited after one direct deposit of {$500.00} or more. Direct deposits of {$500.00} each were made on XX/XX/XXXX and XX/XX/XXXX, as well as additional transactions and activity such as withdrawals and transfers that were made through the end of XXXX. I withdrew the balance of the account, as another direct deposit was due to hit the account in less than 2 weeks. In that short time, my account was inexplicably closed. I received no notification, correspondence, or warning. I then called the corporate customer service line, who informed me they did not know why my account was closed and were confused that there was no reason indicated for the closure. All they were able to deduce was that it was not due to collections, which I already knew as I never had a negative balance. They suggested going into a branch to further investigate. I went into the branch at XXXX XXXX XXXX, XXXX, PA XXXX on XX/XX/XXXX and spoke with XXXX. At first, he was just as confused as the corporate customer service, as he could not see any reason as to why my account would be closed. After calling supervisors and corporate phone assistance, he told me that it was closed due to inactivity on XX/XX/XXXX. I argued that I had already met the requirements for the bonus and an account should not be closed due to less that 2 weeks of inactivity but he was unable or unwilling to do anything to remedy the issue.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2019-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-28
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The following accounts from XXXX inquirydate XX/XX/2019, XXXX XXXX inquiry date XX/XX/2019, CITIZENS BANK inquiry date XX/XX/2019 does not belong to me and therefore I should not have an inquiry from it connected to my report.
Company Response:
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Company closed on loan XX/XX/2019 stated that had two months to resolve issue with company on a fraudulent acct and held in escrow l. I was told {$1100.00} for XXXX told not to pay because Accts was incorrect from start insisted precondition to close that this be held in escrow until settled with XXXX. This has been removed from reports yet after 4-5 months no interest on escrowed funds or return of funds to me to date and as of today XXXX has not been paid and should not be paid on this acct which is wrong for many reAsons! I have never been given an Esxrow Acct number! XXXX has sent bill showing no payments in the last 2days and Citizens Bank given letter on XX/XX/2019 Explainibg that this was an incorrect acct and more yet insisted that I pay someone elses acct! Escrow funds were collected for closing on loan of {$5000.00} yet can not get any info on these funds to date REFusal to provide this or return info on escrowed funds of $ XXXXCollected at closing! MOST IMPORTANTLY CAN NOT GET INFO ON WHAT HAS BEEN PAID TO DSTE TAXES ON HOME etc ... NO INFO ON ESCROW FUNDS OF {$1100.00} and {$5000.00} collected at closing!
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2019-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I submitted a fraud claim for a check of mine that withdrew money from my checking account at Citizens Bank with a forged signature. The missing checks were tied to a car break-in that happened to me over two years ago. This check was cashed on XX/XX/2019 for {$600.00} and the signature on the check is clearly not mine when compared to other checks. On XX/XX/XXXX, I received a notice from the bank that they are denying my claim, saying that it was my fault that my checkbook which was inside a bag, hidden and locked inside my car was stolen. I'm not sure how much more secure a checkbook can be aside from being locked in a safe. Furthermore, on XX/XX/XXXX, I've been notified another check has been cashed with a clearly different, forged signature for {$300.00} after I had already spoken with my bank to get my account frozen so that no further withdrawals could be made. The bank is still claiming the theft is my fault and requiring me to send a written letter to get the fraud case reviewed. I have called the XXXX Police Department to receive a case number for the forged checks. It is unreasonable to place the blame on the victim of a theft for their property being stolen when checks require signatures precisely to ensure that people are not fraudulently using them. If the bank can not be expected to compare signatures on the checks to prevent the fraud, what is the point of requiring signatures for checks in the first place?
Company Response:
State: MA
Zip: 02143
Submitted Via: Web
Date Sent: 2019-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One Home Loans collects my mortgage payment every month online. I schedule my payment beforehand to make sure it reaches on time. However when I schedule the payment, it does not show up online. I have brought this issue up with the company in writing many times, however they have not done anything about this issue. Often I forget whether I have already scheduled the payment or not, since there is no way to check online I have often ended up paying more than once in the confusion. Both payments are then locked in, the online system has no option of canceling the extra scheduled payments either. This ties up my household finances, mortgage is a huge expense for us. My complaint is that all other online portals, e.g., credit card companies, always show clearly when a consumer has scheduled a payment. The same standard should apply to a mortgage company. If I schedule a payment, it should be recorded and be clearly available for me to see somewhere.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: Citizens Bank reposed the vehicle and has left the loan balance on my credit report. When I purchased the vehicle, a week after I had been driving it, they sent me and added a $ XXXX Finance charge, that was never discussed at the signing table.
Company Response:
State: MA
Zip: 02368
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Bank stated that they were unable to verify income which was not true ... we contacted ssn office ... brought my taxes as well as showed proof of all income, also I paid for an inspection for my home and no one ever came and citizens bank never returned my money which it was told that my XXXX $ would be
Company Response:
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My father, XXXX XXXX, XXXX XXXX XXXX, XXXX, Ohio XXXX, died on XX/XX/2019. He held a Cash Back World Card from Citizens Bank, card number XXXX XXXX XXXX XXXX. I called customer service at XXXX to cancel the account on XX/XX/19 and again on XX/XX/19. I also asked for the earned cash rewards. My dad had earned {$100.00} in cash rewards through loyal use of the Citizens Bank CC. The Citizens Bank phone reps canceled the card but said that they could not pay the cash rewards because they are not payable once a person dies. I have reviewed the terms of the World Card available online and can not find such a restriction. Even if such a restriction exists, it would be both in fine print and a business ' misleading and underhanded means of dishonoring a promise wherever it can easily do so. That's exactly the kind of business that the CFPB exists to counter.
Company Response:
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A