Date Received: 2019-10-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: on XX/XX/19 I attemoted to transfer XXXX from citizen 's one deosit checking to my citizens line of credit account via my Citzens on line banking account. The account has 3 products, checking, savings and home equity line of credit, which was added when I took a home equity loan on XX/XX/2019 for XXXX. the first payment was dues on XXXX XXXX after much trial and error I was able to make that payment through the online banking account referenced above. I also wanted to pay XXXX back to the line, as I didnt need the money at that time so i figured why paying interest on money just sitting in checking. Having not transferred funds from checking to equity before, I assumed it would be just like when I tranfer funds between checking an savings o when the transfer funds to my XXXX account. It was not. When transferring from checking to savings the accounts used show immediate debit or credit of tranferred amount. EX : lets say I have 200 in checking and 200 in savings. When I finalize a transfer of {$50.00} from checking to savings, my checking account will then show {$150.00} and savings shows {$250.00}. When I transferred the XXXX from checking to equity there was no indication that it had actually occurred. Thinking that i had errored, i attempted the transaction 2 more times with the same result. The next day I noticed that I had an alert ( not the same as their messages, ) which usually tells me my statements are availble for viewing. When I opened the alert it showed 3 transfers of XXXX, so I attemoted wiorking with online customer service. I sent them a detailed message and was sent a reply that they would get back to me within 48 hours. So I went to the local branch that same day. The VP, and young man named XXXX XXXX was helpful. He called the main office and explained what occurred and was told the funds would be returned in a couple of days. I was ok with that and when I checked my account the evening of XX/XX/2019, my checking account had {$53000.00}. in it, XXXX more than I started with. The local banch was closed so when I got up the next day i checked the acoun, which then had XXXX in it. They took back the extra XXXX plus the XXXX thtat belongs to me. I must have 20 customer service messages apologizing for the delay and stating that they are working on it. Mr XXXX has called the main office on at least 5 occasions with me at his desk. each time he told 48 hours. On Thursday, XX/XX/XXXX, we were told a new, more important employee was taking part in this and that it would be resolved in 48 hours. It is not. I still have not gotten my money back. Everyone involved acknowledges that the system took XXXX too much. What I eally dont understand is why the need to with hold my XXXX from me while they figure out what they did wrong. I understand that even though i think that the the technical aspect of their bank stinks, I made the initial mistake. However, it has now been 21 days since I started the process of resolving this matter. Thhough incredibly frustrated, I have continued working with with them to resolve this. Uncle, I give up. Please help me. I took the loan because I needed the money.
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/19 I noticed a check was processed though my account I immediately contacted to citizens to advise them of this fraudulent activity the first rep showed no concern stating he didn't understand since I signed the check! I did not sign any check and citizens can confirm this is not my signature if they compared to any of the hundereds of checks that I deposited the rep advised he would start a claim and that it would take 6-8 weeks for me to be reimbursed! I requested a supervisor who explained yes it would take six weeks for reimbursement I advised her I had emails from a company I purchased checks from advising my check order went to and incorrect address back in XX/XX/XXXX and the check numbers! This was the first number form the batch of missing checks! XXXX stopped payment on the remainder checks and told me I would be charged a {$35.00} fee! She would look into rebating that fee but I have not heard back! My concern is there was no lack of urgency with reversing these funds as they can plainly see this is not my handwriting I feel citizens does not protect their consumers from fraudulent activity! I cant afford this to happen at this time my husband has been out of work for 5 months and citizens can confirm the XXXX checks being deposited which is 80 % less of the income that normally goes into this account..My funds are supposed to be protected with this bank and they are not! I am beyond frustrated with the lack of concern the no protection and the time they are advising they will reverse the funds to my account! There was a check written for {$400.00}! By a XXXX XXXX are they looking to see where this person cahsed this check and where it was accepted and after this person! Per XXXX she stopped payment on the remainder checks starting with XXXX I hope she has done this! I told her I have the email for the company checks in the mail advising my checks were sent to an incorrect address hoping that would speed up the reversal but it didn't!
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I took out loan XXXX with Citizens One bank for an XXXX in XX/XX/XXXX and it was fully paid off. When I tried to take out a loan in XX/XX/XXXX I was told I was delinquent and was denied. I made a compliant and new bills started arriving regularly telling me I owed a lot of money. I called back. It turns out either XXXX or Citizens One hasnt paid back or been reimbursed {$180.00} from the original loan so it was never closed. It isnt clear if this is *my* {$180.00} or if it comes from the equipment I upgraded or where it belongs. No one knows anything. A repeat compliant was opened XX/XX/XXXX and now even more bills are arriving telling me Im in arrears for a fully discharged XX/XX/XXXX loan and I cant get new loans. Citizens One said the bills are automatic. They cant be stopped. Someone is looking into it. But nothing is happening and I want my credit repaired and I want my {$180.00} with interest if its mine. I want an apology. This morning I spoke to XXXX and asked for a supervisor, I was forwarded to XXXX. It has taken many hours to straighten out and its still not corrected. They deserve an investigation.
Company Response:
State: NY
Zip: 10065
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I received a loan modification for the mortgage on my home that I have lived in for 22 years. It was a principal and interest only loan, with my monthly payment totaling {$440.00}. The loan was made possible by extending the years on my previous mortgage, which thereby lowered my payments. The interest rate was fixed for a 30-year term. In order to be accepted for this modification, I had to go through a 3 month trial period to ensure full payments of {$440.00} were made by the first of each month. I met this requirement and therefore, my mortgage payment stayed at the rate of {$440.00} for the remainder ofthe loan. I knew that this was a principal and interest loan, and that I was responsible for paying real estate taxes and home owner 's insurance, as was directed on the signed contract. I continued to pay my taxes and home insurance and am current on all payments up to this date, XX/XX/19. Approximately a little over a year after my XX/XX/XXXX modification started, I received a bill from Citizen 's Bank/CCO Mortgage stating I owed approximately {$5000.00}. They said that they had mistakenly not included escrow in the modification from XX/XX/XXXX and therefore, owed this amount. But, I had paid the town of XXXX, MA for all the real estate taxed owed as well as paid my home owner 's insurance. I tried to set up an escrow account with CCO mortgage from that date forward, and provided them with proof of all the last year 's taxes and insurance payments. They did not agree to this. I have made several attempts to resolve this issue and am still paying real estate taxes and home owner 's insurance, as well as my {$440.00} monthly mortgage payment. CCO Mortgage claims that they have been paying the real estate taxes and insurance, and now say I owe them thousands of dollars, as this issue has gone back and forth for the past few years with no resolution. I have provided to CCO mortgage all documentation and proof of taxes and insurance payments, and can still provide this documentation, if needed. At this time, they are threatening foreclosure, though I've continued to make timely payments. I appreciate receiving the modification, which allows me to stay in my home, and just wish to resolve this issue as prorrptly as possible.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: -Received Promotional Offer from Citizens Bank . ( See Attached ) -Opened Account on XX/XX/2019 -Direct Deposit of {$500.00} bi-monthly commenced on XX/XX/2019 -Made Required 5 Debit Card Transactions -As of XX/XX/2019 no {$300.00} Deposit had been received. XXXX-Visited Citizens Bank on XXXX XXXX in XXXX XXXX Connecticut . CSR contacted Citizens to check on deposit and was informed it would not be made until XX/XX/2019. I filed a complaint with the bank manager as that is not what the back of the mailer stated. It specifically said the {$300.00} deposit would be made 60 days after account was opened which would have been around XX/XX/XXXX. Who can I contact to get assistance with be payed the {$300.00}?
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe that the rate on my adjustable rate mortgage is wrong. The mortgage is a variable rate mortgage with the interest rate calculated by taking the published " index rate '' and adding a certain number of percentage pts. called the " margin. '' Under my loan agreement, my index rate is a 1 year LIBOR and my margin is 2.25 %. The Libor rate being as published in the XXXX XXXX XXXX. I received a letter from Citizens One Home Loans ( CCO mortgage co. ) ( Citizens Bank of Ma. ) stating that my new monthly interest rate would be 4.375 %. My rate change each 12 months can not rise by no more than 2.00 % with a margin of 2.25 %. I checked the Libor rate XX/XX/XXXX & XX/XX/XXXX and it was 1.89 %. According to my math, 1.89 % plus 2.00 % comes to 3.89 % Even if I add 2.25 % I still come up with a rate LOWER ( ( 4.14 % ) NOT 4.375 % which is stated they will charge me starting on XXXX XXXX 2019. Why is this wrong? I was also denied any access to speak to anyone in management so I am turning to you for help in this matter. Also, I was told by a clerk that the law states that my letter stating new rates had to be mailed out 75 days prior to my rate adjustment. Why? Did they figure my rate XX/XX/XXXX when my mortgage doesn't even flip until XXXX to grab a higher Libor rate? This does not seems fair or right. Please help me with this matter.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-20
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Company : Citizen 's Bank Date : XX/XX/XXXX Incident : Citizen 's Bank closed my checking account on XX/XX/XXXX of 2019. The closure of this account left me unable to pay my bills, and even resulted in XXXX of my personal loans going into collections. They did not give me a reason for the account closure other than a personal deposit agreement that was mailed to me. Citizen 's Bank claims that I signed this agreement, but has not provided any documentation of my signature to verify this information. According to the Citizen 's Bank Personal Deposit Account Agreement : " We may close an account at any time, without prior notice, such as where we, in our sole discretion, note any unusual or excessive patterns or activities including, without limitation, the use of the account in an illicit, exploitative, or abusive manner. '' I did not take part in unusual or excessive patterns of behavior. I did not use my account in an illicit, exploitative, or abusive manner. All of the representatives that knew me at Citizen 's Bank knew that I would regularly deposit cash and wire money to buy cryptocurrency, such as XXXX for personal investment. I used my account to do this from late 2018 until the closure of my account. Citizen 's Bank sent me a letter that my account was suspended during a period of when I was on vacation and unable to reply to them. Citizen 's Bank also claims that they made attempts to call me, but they have not shown any evidence that they tried to contact me.
Company Response:
State: NH
Zip: 03867
Submitted Via: Web
Date Sent: 2019-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XX/XX/XXXX payment made on boat loan # XXXX. Check did not clear my bank so I called and was told it was processed in a different amount on XX/XX/XXXX. I informed customer service that I had written the check for the correct amount and gave the number of the duplicate check I kept. Was told I could send a letter and they would check it out. I reached out to branch in XXXX Ohio where a manager named XXXX assisted me, got a person on the phone for a 3 way call, and was told by that individual that she could see the image of my check and that it was written for the correct amount. At that time I was given a case number XXXX. I was told they would process the check in the correct amount and I would receive a letter. I let some time pass, then called to check again. At that time, the customer service representative could not find anything under that case number. I had additional conversations with XXXX and XXXX who then passed it off to a regional manager named XXXX who never called me. Additional calls to customer service netted another case number and, finally, a contact with a woman named XXXX XXXX with whom I never actually spoke. I contacted managers through customer service and reached a manager named XXXX and another named XXXX, both of whom were very friendly but unable to assist me. In the meantime, I received calls from collections since the original payment which was posted in the wrong amount was reversed out. I gave the collections department the case number and learned that they do not communicate in any way with customer service, however, they did make notes on my account that I was working with customer service on the issue. The customer service person ( XXXX ) has offered two versions of what happened. The first version was that I wrote the wrong amount on the check in the legal line. The second version was that I never sent a check and someone else 's check was applied to my account. Story number two was delivered by yet a third manager named XXXX. XXXX suggested I make an extra payment to the account so that it appears current while they investigated. He suggested they could possibly back date that payment and correct my credit report. I made the payment within the 10 day window ( XX/XX/XXXX, letter ( attached ) dated XX/XX/XXXX and received on the XXXX ) but negative information was entered into my credit report prior to XX/XX/XXXX when the additional payment was made and before XX/XX/XXXX which, on my calculator, would be 10 days. XXXX subsequently indicated this would not be possible because he has no way of believing I ever sent a check -- even though one person saw the image in the process, and another claimed I wrote the check but put the wrong amount on the legal line. I will be paying off the loan in full tomorrow but I want my credit report corrected and acknowledgment of the image which exists at the bank so that I can deal with the outstanding check in my account.
Company Response:
State: OH
Zip: 43701
Submitted Via: Web
Date Sent: 2019-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One Home Loans, a subsidiary of Citizens Bank, N.A. ( the bank ), services our conventional mortgage loan. The loan includes a property tax escrow. The town allows quarterly payments, and the bank had always paid the tax payments quarterly. On XX/XX/XXXX, the bank sent a letter stating it would begin paying the property taxes annually for XXXX, rather than quarterly, to get the 2 % discount that the town offers for paying in full. It noted the change could result in an escrow shortage, which if we did not pay in full, the bank would spread over 24 months in the monthly payment. The letter did not disclose how the escrow account payments would change, or if there would be a shortage. In addition, the letter did not give a choice to waive the 2 % discount, and the possible higher escrow shortage, and stay on the quarterly payment cycle with the town taxes. Around XX/XX/XXXX, the bank sent the annual RESPA Annual Escrow Account Disclosure Statement. The Account Projection table showed there would be the annual tax payment, and that there was now a {$4000.00} escrow shortage. If we did not pay the shortage in full now, the monthly payment for the next 12 months would cover the shortage increasing our total monthly payment {$330.00}. During a phone call with the Tax Dept, the representative said that it seemed like an error and they would review the issue and contact me. On XX/XX/XXXX, we received the same RESPA disclosure the bank sent in XX/XX/XXXX. The customer representative in the Tax Dept told me that there was no choice in the matter, although they could spread the escrow shortage over a longer period if the payment was not affordable. After checking with her management, she confirmed that we had no choice and the bank would pay the taxes annually. 1. The bank does not disclose the amount of escrow shortage and payment increases when it decides to go to the annual payment cycle instead of the usual quarterly cycle. 2. The bank does not provide the homeowner an option. 3. The bank disclosed that the shortage would be payable over 24 months when the Annual Escrow Disclosure said it would be 12 months, resulting in the substantively increased payment compared with a 24 month collection ; and 4. Customer Service confirmed today that the servicing system is in fact scheduled to collect the shortage over 12 months, not 24. This is an Unfair Practice because we have no choice in the repayment terms of the taxes on our property and we had no information or ability to change how much the escrow would collect to prevent the shortages. In addition, this is a Deceptive Practice, because the XXXX letter advising of the change did not provide the information we needed, it stated it would collect the shortage over 24 months when it would in fact collect it over 12 months. The bank should provide more information when it gives notice of the change in its practice to pay the taxes annually. In addition and most importantly, the bank should offer homeowners the option to pay the 2 %, or remain on the quarterly cycle and lower the escrow shortage, because to do so would be best suited for their budget.
Company Response:
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the XX/XX/2019 I opened up an checkings account with Citizens bank. On XX/XX/2019 I deposited my social security check in the amount of {$770.00} dollars I was told that there will be a 5-7s hold on my account due to it was a new account but they did make {$200.00} which I did spend available so {$570.00} dollars was on hold and due to be released on Monday XX/XX/2019. On Monday XX/XX/XXXX I recieved an email from Citizens bank fraud department questioning suspicious activity thats when I learned that my debit card was in fact missing from my possession I then called Citizens bank claims department after having my card deactivated and requesting a new one. I put in a claim for the tranctions that I did not use or authorized it was a total of 18 atm and pos charges made with my debit card and started the claims process. Friday XX/XX/2019 I recieved a call from a supervisior name XXXX who stated to me that they closed my claim and refuse to reopen my claims I asked why she then stated that I never called to report my card lost or stolen I that time I explained that I was not aware but soon as I was made aware I took the proper and nesseccary steps of cancelling my debit card and reported to Citizens bank. The supervisor was very rude and mean when she called my phone. i have been back and forth with branch supervisors rep Representatives Etc and their customer service was very unprofessional very poor very distasteful very unsatisfying. As a result in this whole situation I lost my housing for unpaid rent for the month of XX/XX/XXXX me and my XXXX children no longer have any place to stay I made the branch supervisor aware of my situation I sent her an email I'm a termination letter of my lease I have been I've made police reports I have been doing everything that I could possibly do but since this situation has been happening it has been nothing but turmoil and heartache for me and my babies because I have to pack up XXXX small children XXXX in which is an XXXX who just had XXXX XXXX a week and a half ago and now I have to tow her around the city of XXXX trying to find somewhere for us to stay I deposited my money into Citizens Bank and I didn't receive my money is back out of {$700.00} I only was able to spend XXXX {$570.00} walked away from me
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A