Date Received: 2019-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The whole process was a disaster. I'll keep it to the important details for brevity. I refinanced my FHA mortgage to a conventional mortgage with Citizens Bank. Their sales pitch was that it would save me {$200.00} a month. This was an escrowed mortgage. When I got my school taxes in the mail, I called to make sure they were paid. They were not. They were on file, but for some reason never paid. Also, when they sent me an escrow refund or whatever, they overpaid me back with no explanation. I called them and they said they didn't know what it is, but I should go ahead and cash it. Now my school taxes are late and they have a penalty. I am now short in my escrow account by over a XXXX dollars. I'll have to overfund it to make sure I have enough for real estate taxes. Their only answer to me ( after waiting on the phone for an hour in a half ) is that they also XXXX up because they didn't collect enough money at closing. However, this was a no money down at closing loan! They rolled in the costs to the loan. Now I am concerned that my {$200.00} savings as promised is not {$200.00} and my mortgage balance has gone up by thousands! This was a bait and switch and had multiple mistakes.
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2019-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2018 I went to XXXX of XXXX XXXX MN to get a car. Upon arrival, I signed a loan application. In the application, it stated that the company ( XXXX ) would disclose who my application would be given to, to access my credit report. This information was not given to me at the time, and my credit report was accessed by several financial institutions all across the United States, without my consent. The dealership, ( XXXX of XXXX XXXX ) failed to honor the loan application, and therefore violated my rights within the FCRA. When speaking with the manager of the company, she informed me there was nothing they could do. Attached is a copy of the original loan application. The company clearly states the information, ( who accessed ) my report would be provided. Neither the person who received my application, nor the finance manager offered this information to me.
Company Response:
State: MN
Zip: 55428
Submitted Via: Web
Date Sent: 2019-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am a custimer of Citizens bank. I attempted to make a bank deposit via an ATM at the citizens bank branch where i reside and before the money was deposited, i pushed a return cash button because i realised i need extra cash with me. The machine did not return my money and didn't credit my account. I filed a complaint immediately and although the manager promised i will receive my fund within 24hours before the money would be returned, I did not get any money. About 9 days later, the original amount was credited to my account and all seem well. I was surprised today when i made a deposit to my account and found my balance negative after the deposit. I called the customer care and the lady told me the bank withdrew the money they had earlier deposited after concluding their investigation. So the bank took my {$70.00} in my balance.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2019-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Purchased XXXX XXXX XXXX XX/XX/XXXX using XXXX XXXX Upgrade Program which is underwritten by Citizen 's One Bank. Paid off loan associated with this XXXX in XX/XX/XXXX and traded in the device in XX/XX/XXXX. XXXX refunded a prorated amount of {$86.00} to my loan account for the remaining time left of XXXX extended warranty. Requested Citizen 's One to send this refunded balance to me via check or to my card on file and have yet to receive it. I've contacted the bank via phone XXXX on multiple occasions and they claim it is due to an overabundance of refunds being processed. I want my refund sent immediately, which is no different than the bank wanting to be paid promptly when my bill is due.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have contact the bureau about the inquires that appear on my account but nothing has happen they i have sent letters and filed disputes
Company Response:
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XX/XX/2019, Citizens Bank was notified by me that I desired no charges to be approved via the debit card if funds are not available. On XX/XX/2019, I discovered that not only did Citizens approve a charge that would cause an overdraft, but they also then charged an overdraft fee even knowing they were well informed not to approve charges that would cause overdrafts. Upon requesting them to rectify their error and refund the overdraft fee, Citizens Bank has refused.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2019 someone walked into another branch of Citizens ( another state from where I live ) and was able to present ONE ID and withdraw almost 10,000 out of checking and savings. It took Citizens five days to file the complaint ( it was a weekend and holiday ) and 10 days before we even had the affidavit sent to me. We have spoken with several people about this at the institution and were told that it clearly wasnt me who withdrew the money and we would be given a provisional credit. We are coming up on three weeks since the incident with no resolution. Horrible customer service! Horrible policies and did not protect me assets!
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: For the last several months Ive been attempting to close my OneDeposit checking account at Citizens Bank, though my attempts have been unsuccessful. At first, they told me that I need to bring the account to a {$0.00} value, which I did. Once it was at a {$0.00} value I contacted them back again to close the account. By the time they responded to me ( sometimes taking several weeks or more ) they would charge the account a monthly maintenance fee and bring the account value negative. They then would not allow me to close the account because it was negative. This has gone on for several months now.
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: For the last several months Ive been attempting to close my OneDeposit checking account at Citizens Bank, though my attempts have been unsuccessful. At first, they told me that I need to bring the account to a {$0.00} value, which I did. Once it was at a {$0.00} value I contacted them back again to close the account. By the time they responded to me ( sometimes taking several weeks or more ) they would charge the account a monthly maintenance fee and bring the account value negative. They then would not allow me to close the account because it was negative. This has gone on for several months now.
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Citizen 's one continues to call for some auto loan that is not mine. Over ten times I have explained that my number does not belong to XXXX XXXX and each time the promise to remove my number but they call one to two times per day except Sundays. I was told the number to call to get more information is XXXX XXXX XXXX.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A