Date Received: 2019-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am writing to dispute the following information on my file. I recently learned that my personal information was used to open an account at FRANKLIN AMERICAN MTG. I did not open or authorize this account
Company Response:
State: TX
Zip: 77045
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I discharged a loan with Citizens One Bank for my XXXX phone on XX/XX/2017. The bank continues to send collection notices. After a complaint to the CFPB, Citizens One says they never received the upgrade payment from XXXX and that *I*, the customer who paid the loan off, am on the hook for the upgrade payments. Or, at least I think that's what Citizen One says. They continue to send debt collection notices for the loan that I paid off. XXXX, meanwhile, seems to owe {$260.00} for the upgrade that was never paid to Citizens One. No one at XXXX responds. No one at Citizen 's One has returned my call seeking clarification. This debt was paid by the consumer. This debt involves two companies -- neither of whom seem to understand what happened, neither of whom are responsive to calls and inquiries. I request intervention. I request explanation from XXXX and CITIZENS ONE. I request that the upgrade money be paid to the bank so that this loan in my name can be closed as I met all my payments. XXXX is the world 's most valuable publicly traded company. Together with CITIZENS ONE they offer telephone upgrade loans. Mine has been paid off for two years. But, apparently, when these loans get confused there is no company that considers itself responsible for the mistake or responsive to its consumers. CITIZENS ONE sent a confusing and non-helpful response to a previous complaint that did NOT GIVE INSTRUCTIONS on how to settle this loan with XXXX an CITIZENS ONE. I have called to complain and written the CFPB to continue the complaint but have received no response at all
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I am completing this complaint with the assistance of my attorney, XXXX XXXX XXXX I purchased a home located at XXXX XXXX XXXX XXXX XXXX, NY XXXX, which sale closed on XX/XX/2019. In the loan application process, the mortgage broker for Citizen's Bank, XXXX XXXX, provided me with three or four different Closing Disclosure forms. The Closing Disclosure that he said was accurate and would determine my monthly payment listed the monthly payment as $XXXX. In the first week of XX/XX/2019, I received a notice from Citizen's dated XX/XX/2019, which stated that my escrow balance was short $XXXX, and that I had to pay that amount. Additionally, the notice stated that my new monthly payment would be $XXXX if I paid the $XXXX, and $XXXX if I did not. The payment was due on XX/XX/2019. I could not make that payment, but have continued to pay the $XXXX per month that I was obligated to make pursuant to my loan agreement. I reviewed the Closing Disclosure with my attorney. We discovered that in the Closing Disclosure, the taxes were intentionally understated. In looking at previous Closing Disclosures that the broker had prepared, the taxes on those changed, but were accurate on the highest disclosure. It seems clear that the broker intentionally misrepresented the true taxes so that I would be approved for the loan. My attorney advised me that this is a violation of the Truth in Lending Act. He also suggested that I attempt to resolve this with Citizen's first, then contact this agency if the Bank would not assist me. Citizen's would not, so I am filing this complaint with the hopes that I will not have to sue the Bank.
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was paid on XX/XX/19 by XXXX with a check from XXXX XXXX for XXXX. I mobile deposited the check on XX/XX/19 to my citizens bank account. The funds were released. Then on XX/XX/19 the check was deposited again by an unknown individual to XXXX XXXX. XXXX was charged twice, he said he opened a claim and that they took back my funds but not from XXXX XXXX and was unsure why. XXXX tried to open a duplicate check claim with XXXX XXXX and the FDIC was involved. They issued a temporary credit to my Citizens account but then took it back out. I was never explained why. I inquired with XXXX he said there is nothing more he can do. He stated that the person at XXXX XXXX still has his money. The individual who fradguaently cashed the check a second time. You can see that they never did a second signature on their mobile deposit, and that account is not one belonging to me with my name, so a second signature should have been required to process that. You can see a trail for checks deposited by me from XXXX The unknown individual at XXXX XXXX has no trail as this was fraud. They have the funds that are supposed to belong to me. I have reached out to all three banks and they all are saying to contact the other.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/2018 XX/XX/2018 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I checked my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: To whom it may concern- I had an issue with the payoff of a Citizens One Bank XXXX term loan. My account was setup with monthly auto-payment and my last payment was due on XX/XX/2019. Citizens was unable to debit my account on the due date. I received an email on XX/XX/2019 stating that they were unable to process the payment. That same day I called to process a one time payment of {$50.00}. The next day I looked at my credit card statement and I had duplicate payments taken. I had completely paid off the loan and their system still debited my account after I made the one time payment. I have called Citizens Customer Service multiple times and I kindly asked for them to reverse the duplicate payment and it has been months with no refund. I am formally asking for my refund plus interest. It is important to note that the customer service representative said that this is an issue that impacts multiple borrowers and there is nothing they can do. In her words " I just have to wait ''. This has caused consumer harm. Thank you!
Company Response:
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: XX/XX/XXXX My response to Citizens Bank enormous amount of paper work and statements and a copy of my signature dated XX/XX/XXXX. At that time of the signature this was a GOLD Account. I was told at that time that I did not have fee because this was a gold account. I also at that time did a balance transfer because the interest rate was around 11 %. Sometime in XXXX that interest rate on the balance transfer increase dramatically, bringing me into the bank. At that time, I was told my account was change from a GOLD to a Green Account and that was the rate. I was able to lower he rate a bit. From Gold to Green account I guess that is when the XXXX was initiated with interest and fee. I will tell you I would never have signed up for a credit card with XXXX % interest rate. Secondly, I rarely bounce checks. There was a saving account with this checking account that was to cover any bounced checks. I am just learning the XXXX is for debit purchases. In XX/XX/XXXX Every single month at least {$12.00} plus XXXX {$8.00} interest fees comes out of the XXXX {$120.00} checking acct XXXX {$12.00} Totally {$140.00} not covered XXXX {$600.00} deposit XX/XX/XXXX {$12.00} Fee Overdraft XXXX {$20.00} overdraft XXXX {$12.00} overdraft XX/XX/XXXX {$20.00} overdraft XX/XX/XXXX XXXX interest charged I closed the account in XX/XX/XXXX because I had to change my password each time I logged into my account. When I went to the bank, they told me I had a weak userID and I had to change that. There were months when it was difficult to use my account as on line banking. When I closed account, I had to pay {$19.00} in fees. Not using my debit cards at least 6 times a month, which is no longer a fee. Not making a deposit every month and of course the {$12.00} + interest. I was told I owed {$69.00} dollars in fees. They never told me how come or showed me why I owed that and I was in a Citizen Bank three times wondering what made up the {$69.00}. I was just told I owed it XXXX. I was not aware I signed. If I was told it would be like a credit card with XXXX % For the few overdrafts I do I would never had agreed. I am not paying the XXXX interest on a {$140.00} overdraft that resulted in a {$69.00} fee.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with Citizens Bank in XXXX under the promotion code XXXX. The offer was {$220.00} bonus after receiving direct deposits for {$500.00} per month, for more than three months. The coupon was valid until XX/XX/2019 and the sales agent at XXXX XXXX XXXX XXXX XXXX branch confirmed the coupon was valid and the account had been successfully opened according to promotional terms. After three months, I called to check the status and whether all the terms of the payout has been met - and the answer was yes. I called a second time to confirm the date of the payout, and the answer was sometime in XXXX or XXXX. Today ( XX/XX/2019 ), I called for a third time and the agent said the offer had expired and that was why I had not received the payout. I informed the agent about prior calls, and she said there was no record. I believe I have been defrauded into a financial transaction and I am seeking relief from CFPB.
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have an auto loan with Citizens Bank. Account # : XXXX I moved XX/XX/2019 from XXXX XXXX XXXX XXXX DE XXXX to : XXXX XXXX XXXX XXXX DE XXXX They never sent me a single statement in the mail to my old OR new mailing address after moving. I even have a mail forward setup with USPS. I also get a screenshot in PDF format of every single piece of mail sent to my old address ( I still own the old address, it's still on the market for sale ). They reported me 60 and 90 days late on my credit report and never gave me a single statement, nor did they notify me at all of any credit reporting going on. I found out by applying for a XXXX credit card and getting denied completely ( my credit score is typically above 800 ). They violated the Fair Credit Billing Act and cost my credit score almost 200 points, literally just for not giving me any statement AT ALL. I called and paid in full as soon as I found out. The worst part is, I had AUTO PAY setup the whole time!!! They weren't running the auto payments! The staff at Citizen 's Bank told me it was my problem and to take it up with XXXX. XXXX did absolutely nothing at all other than say the information is accurate.
Company Response:
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2019-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens has terrible customer service, so I called and complained and then sent in a CFPB complaint. A woman named XXXX XXXX who works in the office of the chairman went on a power trip and closed my account. The fact that this is how citizen 's responds to valid complaints about their terrible customer service is not acceptable. This woman is a power tripping bully and Citizens enables her. Is this really how citizens views its customers? As sheep to bully?
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A