Date Received: 2019-10-08
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Prior to my mother 's death, I was paying a home equity line of credit that was in my father 's name. After she passed, my father called to arrange to have the payments taken from his bank account. Citizen 's Bank via XXXX Payments indicated they had completed the change, but they are still taking the money out of my account. I called them on XX/XX/2019 and my father called and followed up the next day. They had indicated they made the change. I had to go through my bank to dispute the withdrawal on XX/XX/XXXX and was able to get the funds back ; however, they debited my account again on XX/XX/XXXX, and I am having to go through the whole process again.
Company Response:
State: OH
Zip: 43560
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Getting a loan
Subissue: Problem with signing the paperwork
Consumer Complaint: I received an offer through XXXX to lower my student loan rate through Citizens One. I applied online and then spoke with a rep. I was told within minutes that I was approved for a 5.2 % loan but had to submit 1 more piece of info. I did. I received an email saying they needed more information : proof of social security. I sent it. They said they needed pages 1 and 2 from XXXX tax return. I sent it. They sent yet another email saying I needed to send all pages from XXXX tax return. I sent them the info, which was 25 megabytes. Then they asked for yet more information that I had already supplied. This went on for 6 emails and 9 customer service reps. Each time, they assured me that my latest submission was enough to complete the application. Last night, I received yet another request for still more information. All of this for a $ XXXX/month reduction!! Every rep told me that my application was now complete, and I should hear back within 3-5 days. I am retired and age XXXX. I have a XXXX credit score and more than ample assets to pay the loan off today. Im simply trying to lower the loan for my daughters education. And I have to go through this hassle with still no loan? As a former XXXX XXXX, I have never dealt with a more deceptive and difficult company than Citizens One.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I tried to purchase an XXXX w installments from a line of credit. I thought the line of credit comes through XXXX, but apparently it's Citizens bank. Citizens bank declined my application saying I have a poor history with them. I have no clue what they're talking about. I've never used them before in my life. I'd done XXXX payment for phones up until my last one and I'd never had any notice sent to me from XXXX suggesting I was not paying them for the phone. In fact, I'd had my phone usable and now available to have XXXX care until XX/XX/2019. I'm showing proof of these realities. None of these realities elicit any concern w citizens bank or nonpayment history. I'd gotten no mail, no emails, no notices of any kind for citizens and somehow Citizens says I have bad payment history them? It makes no sense. I get notices from apple pay within hours or days of any issue with my card, and I update it immediately and I'd seen charges for XXXX and bought plenty of apple products with no problem. I have thousands of dollars cash and not one credit card of mine has ever been late in payment. Why would I have a payment problem with Citizens?
Company Response:
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a new account at citizens bank on XX/XX/XXXX. I was not told when I opened it ; however, when I called them today, I was told that it was in the fine print I signed regarding a mandatory 27 day hold on all checks deposited in a new account. I began to inquire because this could cause my auto pay to have insufficient funds. From here, the inconsistencys began to spiral. I was told all checks must follow this federal regulation and there is no leeway the bank has on this. Ironically enough two of the checks were available within 48 hours. The third check, which was a larger amount, is still not available. All three checks were done on mobile banking consecutively. When I called today, I am told they can see it cleared from my bank and the fund are there but not available until the 27 day hold is up. Frustrated with the inconsistency, I contacted to federal reserve board. The gentleman I spoke to there stated, if the bank knew the funds were there, they could release the hold. This definitely seems like a problem with inconsistencies, incorrect information and unfamiliarity with the federal regulations.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i believe in XX/XX/2019, the federal reserve lowered interest rates. my loan is a variable rate home equity loan. i checked my XX/XX/XXXX statement and they did not lower my interest rate so i called them and they told me it would take a month before it is lowered, i asked to speak to a superior to find out why and was put on hold for 15min and they hung up on me. so i waited for the XX/XX/XXXX statement and the rates have still not been lowered. i called them again and got the same story except it takes two months before it gets lowered i asked to speak to a superior wait 20min and they hung up again. so now im contacting you. by the way when rates go up it seems to affect my rates immediately no months of delay.
Company Response:
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Problem when making payments
Subissue:
Consumer Complaint: I purchased a new XXXX XXXX through XXXX. They use Citizens One bank for installment loans over 24 months. I called before applying for the loan and asked if I could pay a lump sum payment at the beginning of the loan to lower the payments through the life of the loan and was told that I could. They had to have the loan first in order for me to do this. I then called in today to make the lump sum payment to bring the monthly payment from {$43.00} to {$30.00}. They informed me that they can not do this. They said my payment is fixed and that they don't offer this. I informed them of the previous call that I had had with them and they said that it was unfortunate that I was given wrong information but that they would do nothing. I told them that I would not have purchased the phone had I had all the correct information and they did not seem to care. The seems like an illegal lending practice to advertise loan terms before a purchase is made and then change them after it is done. They told me they will be looking for a copy of the first call that I made but told me that even if I am right nothing will change. Literally all I want to do is pay them money to make the payment more affordable and they told me that I could do this before the loan was initiated.
Company Response:
State: UT
Zip: 84120
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I secured a loan for a home that I purchased. XXXX XXXX XXXX XXXX. Loan amount {$75000.00}, Purchase price {$97000.00} appraisal value. The loan was sold to CITIZENS ONE, with a balance of {$75000.00} on XX/XX/2019. I received my first mortgage statement, and they are charging me PMI. I contacted CITIZENS ONE, multiple times and they 1st responded that I was not under 80 % ltv, to remove the PMI ( they finally used a calculator ), then on a second response stated I need to be under 70 % ltv. ( loan to value ) I have spent thousands on updates and the current appraisal is {$110000.00}. CITIZENS ONE is still charging me PMI. I've never missed a payment, and I make the payment due, 2 weeks in advance, and now @ 63 % LTV. CITIZENS ONE IS UNLAWFULLY CHARGING ME PMI
Company Response:
State: OH
Zip: 44130
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: over 3 years ago my sons private student loan fell into collections with citizens bank. he set up his account and has made every single payment every single month to the bank. he found out about a month ago that citizens bank screwed up and never filed the proper paperwork to the credit bureau when his loan transferred. The reason he found out was because he got hit with a negative XXXX on his account a month ago ( over 3 years after the loan was active ), and it shows citizens bank as the culprit but no information as to why. The credit bureau also has NO history of his payments being made over that time. Since then he has filed multiple complaints and has tried to contact the bank directly. He spoke to XXXX from the chairmans office ( XXXX ) over three weeks ago, and she told him " we have no idea what happened ''. XXXX verified all my sons information and verified he has made all payments on time and that his account hasnt been changed, so they are unsure what happened. Since that conversation my son has tried to contact her back multiple times for updates, but all of his phone calls are ignored, and XXXX refuses to answer his voicemails and call him back. My issue now, is that last week I received a notification that my credit score dropped. Upon investigation it now appears MY credit has dropped 37 points for no reason - it just says " citizen bank ''. We have not made any changes to citizens bank, they have officially screwed up my sons account and now it has impacted us both. They NEED to stop dragging their feet and fix this!
Company Response:
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Struggling to pay your loan
Subissue: Problem after you declared or threatened to declare bankruptcy
Consumer Complaint: I filed bankruptcy on XX/XX/2018. I also filed a reaffirmation agreement for the car loan. That was all received by Citizens. The have written off the entire amount of the loan. It no longer shows on my credit report. I have tried to make payments but there is no account to make payments to. They are claiming I still owe {$3900.00} but I have no way to pay. No address no account no nothing. This has been going on for almost a year now.
Company Response:
State: IL
Zip: 61081
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: WE have 2 checking accounts with the bank. One day my wife is on her way to work and started to receive tons of messages on her phone. She gets to work and logs onto the account and it stats that we had made a " XXXX '' transfer to someone that we do not know for {$1000.00} & {$900.00} So she calls the bank. She tried a request your money back with XXXX but was only able to do it with the {$1000.00} as it was the only account showing on her end. The bank stated she was online when it happened so she must have helped them. Then they stated she gave personal information away. None of this is true! WE NEVER gave personal information regarding our online banking account. Citizens OFFERS XXXX in their online banking APP and online. They should be protecting us! That is why we use a large bank like CITIZENS as we would expect them to protect our money! Modo : Ensuring the safety of your customer information is as important to us as it is to you. To prevent fraud and shield your critical financial information, Citizens Bank uses a number of powerful security measures to protect you online. We encourage you to learn more about the steps we take to secure your confidential information.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A