Date Received: 2019-06-06
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: On XX/XX/XXXX I contracted XXXX security system to install an alarm system. Over the phone, XXXX said I could finance the purchase of my alarm system equipment over 60 months and wrap up my monthly security service and equipment payments into a single payment that could be setup with an autopay on my Master Card. XXXX never sent me a copy of the service contract in writing nor do I see any contract on my login online. I began getting a monthly autodraft against my Master Card for the XXXX XXXX XXXX and a separate email request for payment for the equipment from a bank named Citizens Bank via a " Citizens One Personal Loan ''. On XX/XX/XXXX I called XXXX and was told the equipment portion was financed by Citizens Bank and my payments for the equipment should go directly to Citizens Bank. I told Vivint this was confusing as I was told I would get one bill month monthly for service and equipment and after 60 months ( after final payment for equipment ) I would only be billed for service. XX/XX/XXXX After receiving monthly emails from Citizens Bank ( XXXX or call XXXX ) looking for monthly " loan '' payments, I contacted Citizens Bank to set up an autopay for the monthly payments. I was told they could not set up the payments using my Master Card. I was lied to by both XXXX and Citizens Bank. I paid for what I owed at the time via my bank account. XX/XX/XXXX I set up an online " Loan '' access via XXXX to set up an autopay using my Master Card. The system would not let me set up an autopay. XX/XX/XXXX I called Citizens One Personal Loans at XXXX to pay off the entire balance of my " loan ''. I was told my " loan '' was in " Asset Recovery ''. I spoke to XXXX-Citizens One Bank and XXXX-Citizens Bank Asset Recovery. Upon paying by balance due in full via my checking account, I asked them for a receipt, statement or letter from the Bank that stated that my account was Paid in Full or something that said my balance was XXXX and that I no longer owed the bank anything. I was told the bank could not provide anything like that. They told me to contact XXXX for a Paid in Full receipt. I called XXXX and XXXX told me the bank should provide a Paid in Full receipt. Citizens Bank told me I would receive a " Receipt '' of my payment but it would Not say my balance was XXXX. They said " they '' would contact XXXX to let them know the equipment was paid for. I told Citizens Bank any legitimate bank provides a receipt, letter or statement that confirms an account is paid in full. A simple Paid in Full receipt/letter/statement should be mandatory. Is this a bank with shenanigans going on here? They're looking a little shady. I hope my account is paid in full. I would like a statement or letter from Citizens Bank in writing that states my Name and Loan Number is paid in full with a XXXX balance. XX/XX/XXXX I made my payment in full on XX/XX/XXXX via XXXX and tried to access my online account with the bank to confirm my balance is XXXX. I no longer have access to my online account as it has been shut down. I called Citizens Bank Asset Recovery service number XXXX and spoke with XXXX-Supervisor Employee # XXXX to verbally verify my account is paid in full. XXXX noted that my payment in full was received and would take 10 business days to post to my account. XXXX told me to call back in 10 business days to verbally verify my account balance was XXXX. I was told by XXXX that XXXX and XXXX are set up paperless. I asked XXXX if I would receive a paperless receipt/statement/letter via email or text that verified that my account balance with Citizens Bank is XXXX. XXXX told me that Citizens Bank does not provide anything in writing that confirms an account balance is XXXX. XXXX informed me that the only way to verify an account balance is XXXX is to call Citizens Bank and get verbal confirmation. I told XXXX I have taken loans at other banks and regularly receive credit card statements electronically that verify my balances are XXXX and I find it strange that Citizens Bank does not operate that way. It is just good practice to provide the customer with a confirmation of account balance.
Company Response:
State: TX
Zip: 77009
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I did not authorize Citizens bank to run this report
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2019-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: As a customer of Citizens bank, I have had an issue relating to an overdraft line of credit and an outstanding balance that I was not made aware of for over 4 years. Citizen 's bank apparently has a history of class action lawsuits against such a matter and I would really appreciate someone's assistance with this serious matter. To briefly summarize the circumstances ; I have been banking with Citizens since my XXXX studies in XXXX at XXXXXX/XX/XXXX in XXXX. Ive visited the bank very often to make sure my account is in good standing. Im always assured, yes, all is okay, etc etc. by the local branch managers and anyone I speak with on the phone. I receive bank statements in the mail - and everything looks OK, as does my online portal. Well, much to my dismay and to a huge surprise, I noticed a 51 point drop in my credit score from Citizens in the month of XX/XX/XXXX for a {$1700.00} charge. VERY confused, I called my branch manager. He along with a colleague of his, ran my social security number, and assured me I had no loans associated with my name, my balance is {$0.00}, etc. They said my account is in good standing and to not worry. Well, I said, obviously something is going on - please investigate immediately. This was then raised to the Chairmans Office. It turns out, since XXXX of XXXX, Citizens has been pulling from an overdraft line of credit - that I wasnt aware of nor have I been contacted over through email, phone, my online portal, or printed mail statements. Apparently, when I first joined the bank, I agreed to this line of credit. I, however, did not agree to unfaithful business practices with Citizen 's and not being made aware of the fees due for the past several years. Trust me, I would have paid the overdraft charges, had I known, and would not have succumb to the monthly interest rates and charges, all unknowable to me. For further information and some of the most prevalent points per this matter ; 1 ) I have not once received any mail explaining the {$1700.00} overdraft charge and counting. This has been accruing for the past 4+ years, and while I always receive Citizens mail, this 'overdraft ' charge has never been included yet the fees and interest have continued to compound year after year. I have recent mail from Citizens to demonstrate this and included this within my complaint. The Office of the Chairman 's verbal response was, 'you should have known better. ' Once again, my phone number and address have always been kept up to date - and it is not my fault that they did not update my email address within their system or contact me through the online portal, mail, or phone, which I have always been reachable via. 2 ) Interest and fees, have been piling on for YEARS as a result of a somewhat minimal initial overdraft charge - and again, this issue would not have ever been brought to my attention had I not checked my credit score by coincidence myself. Otherwise, this problem would have probably persisted for years. I'm grateful I had checked my credit score myself recently. No one at the Citizens bank branch in XXXX ( XXXX zip code + phone calls ) noticed or made me aware of this apparently accruing overdraft line either. If Citizen 's Bank EMPLOYEES dont know about it, and they WORK at Citizens, how can I be expected to? Blame has been put on me, however. XXXX ) I asked the Chairmans office to provide me the information relating to what caused the initial overdraft charge and how many fees, interest, etc. Citizens has charged as a result. The representative advised me I had to go through all 4+ years of statements myself - because that wasnt her responsibility nor does she have the time. From my initial calculations, it appears almost the entirety of this sum is an accumulation of charges from Citizenss itself - and my initial overdraft fee is negligible. And to be clear, I have NEVER seen this information before NOR is it made evident on my online banking portal. I also have not received any email statements. 4 ) Due diligence has clearly not been made by Citizen 's to contact me. This charge unbeknownst to me, and apparently even Citizens bank, since XXXX. I have been involved in conversations with my branch manager at Citizens bank ( who has been responsive and kind ), and a representative from the Office of the Chairman ( not helpful in recognizing the problem XXXX since XX/XX/XXXX. I also tried to email XXXX XXXX, VP of XXXX XX/XX/XXXX, on XX/XX/XXXX and received no response. On XX/XX/XXXX, I met with my branch manager in person in XXXX, PA - and had no choice but to pay this line of credit off in order to prevent it from hitting my credit score any further, and have closed my account. I am now in the process of complaining to additional financial institutions as there has clearly been a huge deceitful activity from Citizens as they did not make any, whatsoever, sufficient attempt to contact me regarding the charges over the four years. My bank manager has also written a letter supporting this matter - as this information was not visible to himself either. Please accept this letter as support. I have also included screen shots of a recent letter, again, not explaining this nearly XXXX charge and no messages within my online Citizen 's portal. This case has not been resolved and I would sincerely appreciate your help in this matter, and helping make me whole again - both financially and in regards to my credit.
Company Response:
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: Tuition for my son 's school is to be paid via an invoice, however the tuition was debit via an ACH. The school was unable to stop the payment so I called the online support team for Citizens Bank and asked if they would be able to return the ACH since it was the same day & they said no. I then went to my local branch and the Assistant Manager briefly listened to what was going on and suggested I go to the branch where I opened my account for them to help me. He then accepted a phone call mid conversation and ended the interaction.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Over the last two years I have had egregious debit card fraud through Citizen 's Bank. I have tried to report it numerous times over the past 2 years, I would call in to customer service, 'file ' a complaint, and then call back to be advised the claim was never filed. I went into the XXXX branch of Citizens in XXXX numerous times to try and file it, in which they told me they were understaffed and could not help me and they are now saying that I claimed I didn't have time, when reporting it was the main reason for my being in the branch! On XX/XX/XXXX, I finally had a claim submitted for SOME of the fraud. Transactions from XXXX and XXXX totaling XXXX dollars. On the 8th day of the investigation, they refunded me only partially for the claim, only paying the first two months of the fraud, even though the entire claim was deemed fraudulent. I want the other half of MY MONEY that I trusted to deposit into this bank, in which they will not refund me for unauthorized transactions. Transactions I tried to resolve for TWO YEARS.
Company Response:
State: PA
Zip: 19116
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX have a problem that should not be in place at this time. Over a year ago I inherited a house I currently live in from my brother-in-law. After his death, I honestly thought that I could afford a single family house in my 70s. The attached correspondence will prove that I have been in a modification position since last year. I have submitted every document requirement requested by Franklin American Mortgage Company. However, this financial institution filed a foreclosure action a XXXX old XXXX woman without considering her rights under the Fair Debt Collection Practices Act. I plan on filing a discrimination lawsuit unless this matter can be rectified quickly. I realize that my age has made things difficult, and I need to close out the estate of XXXX XXXX. However, I make the following alternative to the pending modification and illegal foreclosure process : 1 ) I will agree to sign over a deed-in-lieu to Franklin American Mortgage Company within the next 20-days, and agree to leave the premises known as XXXX XXXX XXXX, XXXX, MD XXXX within a reasonable time period. 2 ) I will accept {$7500.00} moving expenses disbursement after an inspection shows that I left the premises in move-in condition. 3 ) I will agree to sign off on any potential lawsuit pertaining to the current situation. I would appreciate that the following attorney be contacted pertaining to the preparation of documents : XXXX XXXX XXXX XXXX. XXXX, XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX ) XXXX Thank you for your consideration in this matter and please respond back as quickly as possible.
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2019-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had an equity loan with Citizens Bank. I paid it off through a refinance in XXXX of 2018. I started receiving bills after the closing saying I owed a balance. I went to my branch in XXXX Mass and was told they owed me {$220.00} and that they would send me a check and close the account. I kept getting bills. I went back to the branch two more times and was absolutely assured the problem was taken care of. I stopped receiving bills. A year later I received a new bill for {$120.00} and a {$20.00} past due charge. I called the home equity department and and was told I need to pay the fee even though they acknowledged I didn't owe it and the error was theirs. They offered to wave the {$20.00} late fee. I am very unhappy with the deceit and lack of taking responsibility hiding behind " the rules ''
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2019-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We need to have a mortgage discharge filed with the Massachusetts XXXX XXXX County Registry of Deeds for an unused HELOC. We opened a home equity line of credit with Citizens Bank XXXX XXXX XXXX for XXXX on XX/XX/2000. The equity loan was never used. We have contacted several local branches and a corporate contact given to us by one of the branches. The contact was XXXX at ( XXXX ) XXXX XXXX, a case number of XXXX was assigned. The results were that no one we contacted from Citizens could find a record of the HELOC. If the HELOC was closed/removed for inactivity it should have been discharged at that point, how do we get the mortgage discharge filed? If the HELOC is still active, how do we get it closed and the mortgage discharge filed. The mortgage transaction was filed by XXXX for Citizens Bank with the XXXX XXXX County Registry of Deeds on XX/XX/2000. The document filed with the registry of deeds show the XXXX tracking number and customer reference number on the bottom of the last page. The original document was returned to : Citizens Bank Document Control Office Citizens Bank Document Control XXXX XXXX XXXX XXXX, RI XXXX A copy of the Registry of Deeds document and a list of all of the Registry of Deeds transactions are attached.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My personal information was stolen on XX/XX/2016. I received reports from the credit reporting agencies that I had several accounts that were late. Upon checking the report I discovered numerous accounts that were never opened by myself or authorized by me. These accounts were opened using my personal information and ss number. I have reached out to these companies on several occasions and they are still contacting me and still showing up on my credit report. These are not my accounts. I have also mailed in or faxed my police report. Below is the information on the companies and amounts XXXX {$400.00} XXXX XXXX XXXX {$9200.00} Citizens Bank {$2200.00} XXXX XXXX {$2200.00} XXXX {$2200.00} XXXX XXXX {$300.00}
Company Response:
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have dates, Times /Names. police report file day of fraud HAVE TIME DATE/ PERSONS CONTACTED at Citizens Bank credit card dept names dates & Time & phone # s from XXXX TECH team that originated the FRAUD from my XXXX XXXX XXXX Need physical form to complete & Send back certified mail I HAVE PAGES OF DATA SUPPORTING THIS CLAIM i WOULD LIKE TO SEND VIA CERTIFIED MAIL OR fax FORR ATTACHMET IN SUPPORT OF THIS VALID FRAUD CLAIM
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A