Date Received: 2019-05-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens Bank charges poor people at every chance. I opened my account on their app today to see while my account is in the black, they charged me {$30.00} Again. Yet today is Sunday XX/XX/2019 and the most recent {$30.00} charge is dated as tomorrow. They already owe me {$70.00} for forcing me into an overdraft without my permission. Now, in three days, MY Bank has stolen {$100.00} from me. I want MY {$100.00} back at once!
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2019-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I went to XXXX XXXX on XX/XX/2019 for auto purchase and explored options for Auto Loan. They asked me to give my social security number for best rate, which I gave ( and any normal person will also give ). Between XX/XX/XXXX ( Friday ) and XX/XX/XXXX ( Monday ), I recieved 11 hard enquiries on my credit report by banks. Moreover there multiple banks ( Citizens Bank, XXXX XXXX XXXX ) who made multiple hard enquiries for same reason within span of 1 working day. My whole credit history was screwed up by them. I spoke to Citizens Bank, they refused to me to remove any enquiry ( though both were made within 1 business day ) and asked me to speak to XXXX. I further called up XXXX and they informed that XXXX XXXX can make even hundreds of enquiry on any bank multiple times and there is no obligation to stop them. I have recordings of my conversation and can provide them to authorities if required. I feel I have been badly deceived by Citizens Bank, XXXX XXXX XXXX ( for multiple enquiries for same reason ), XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX and XXXX ( for making hard enquiries with explicit approval from me ) and XXXX for not hiding wrong doing by them and not removing incorrect, duplicate and unknown hard enquiries ).
Company Response:
State: NJ
Zip: 08820
Submitted Via: Web
Date Sent: 2019-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Last month, I prepaid my car insurance ( XXXX ) early. Then, they accidentally took the payment anyway ( again ). This overdrafted my account, causing {$70.00} in fees. These were EVENTUALLY replaced but I had to wait over a week for my own money. This month, again the account was too low when they attempted to take my payment for the first time. XXXX will retry if denied, without fees accessed. When I dialed Citizens Bank for help, they said, " We can apply for OD protection and/or a line of credit ''. Great! So I thought. I was denied both ( surprise ) but charged {$35.00}. For the insurance. Then {$15.00} from an app was charged. I was not denied, simply charged another {$35.00}. I expressly told Citizens that they do not have permission to pay out anything that I will be charged for. I'd like my {$70.00} back.
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-16
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I had a Citizens Bank Checking Account number XXXX. I was subject to Identify Theft where my Checking Debit card was stolen! I notified the local police authority and immediately notified Citizens. Because of the identity theft, no fault of mine own, Citizens arbitrarily and capriciously closed my checking account! I then notified the Corporate Offices of Citiizens who advised my account should not have been closed and to go into my local branch and reopen it! I have attempted this without success!
Company Response:
State: MI
Zip: 48322
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-16
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-year 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 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: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Franklin American Home Loans did provide me with a loan ownership transfer notice nor did the new servicer, Citizens One Home Loans. I found out about this today when I went to make my mortgage payment and was unable to access my account. I then wait 1 hour and 23 minutes on hold while calling Citizens to obtain my new account information. Extremely poor service from both lenders.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited {$40000.00} at Citizens Bank in XXXX, MA, Saturday, XX/XX/2019 on a check written on a XXXX account from a large foundation to my non-profit organization, XXXX XXXX XXXX. I was told that the funds would be on hold until today, Wednesday, XX/XX/2019. When I went to withdraw the funds today, I was told by Citizens Bank that they were placing a hold on my account until XX/XX/2019 based on non-verification and release of funds from XXXX When I went to XXXX today, they gave me a written document showing that the funds had been released to Citizens on Monday, XX/XX/XXXX. When I returned to Citizens today, I was told that they could not correct it or release the funds. The Regional Manager has been told about this and is supposed to contact me, but has not.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I opened a HELOC account with Citizens bank XXXX. When I opened the HELOC, I was told that by opening a checking account and Overdraft protection ( ODP ) account, I could lower the HELOC interest rate and chose to open both of these accounts XXXX as well. Every month I transferred {$250.00} from my XXXX checking account to my Citizens checking account, and established an automatic monthly transfer from the Citizens checking account to the HELOC. I did not use the Citizens checking account for any other purpose and never made any withdrawals ( other than the HELOC payment from it ). I monitored my Citizens account on-line and by using the Citizens App. Both on-line portal and the App told me that I had a {$0.00} balance for my ODP - One Deposit Checking Account until XXXX ( more on that below & screen captures available or uploaded to this complaint ). I did receive statements periodically however, all of the paper statements arrived in large font with lines that ran off the page making them essentially illegible. I received a phone call that asked me to contact Citizens bank about an urgent notice and stopped at a branch close to work on Thursday, XXXX. During that visit, I paid the balance owed on my HELOC and learned for the first time that the Citizens bank ODP account had a {$1000.00} payoff amount. I showed the teller that according to the Citizens App, my ODP account had a {$0.00} balance and made a screen capture for my records. The teller gave me a phone number to contact however, between work responsibilities and being transferred to other departments at Citizens, I didnt talk with an actual person that could help me until Saturday XXXX. On XXXX I spoke with XXXX ( employee # XXXX ) who stated that he was a Manager within the Citizens bank collections department. During that conversation, I learned that my account was in good standing until XX/XX/2017. XX/XX/2017 XXXX transferred {$250.00} to my Citizens checking account however because this was a Friday, it wasnt processed by Citizens before my statement went out the following week resulting in a late payment fee. I told XXXX that if I had known about the late payment fee, I would have paid it and mentioned that both the on-line portal and Citizens app showed a {$0.00} balance on my ODP account. XXXX told me that he could not help me and that I owed the payoff amount. Later that day ( XXXX ) I checked the Citizens App again and it had been corrected to show the payoff amount on my ODP account. I have a screen capture of my Citizens App from XXXX to show this change and dont believe it is a coincident that the App was updated the same day I spoke with XXXX. I have tried on several occasions to download a statement from the Citizens on-line portal and have multiple screen captures ( including one from today XXXX ) that state Failed to load your request. Please try again. I reviewed transactions on the Citizens App that I can see today from XXXX back to XXXX and it appears that Citizens has been charging me around {$33.00} per month and transferring payment from my Checking account ( payments that I thought were going towards the HELOC ). I havent been able to read my statements but assume these fees and finance charges go back to XX/XX/2017 ( 18 months x $ XXXX = {$590.00} ). Additionally, Citizens bank is claiming that I am more than 30 days past due on payment. As far as I am aware, I have made every payment on time. I only became aware that I owed anything on XXXX and both primary means that I could have tracked this ( online portal and Citizens App ) were reporting a {$0.00} balance until I reported it to XXXX at the Citizens bank collections department on XXXX. I do not believe that I should owe Citizens bank anything but will pay the original late payment fee from XX/XX/2017 ( I understand this was a {$10.00} fee ). I request help to waive ALL other fees and finance charges since XX/XX/2017 and reimbursement for ALL fees and finances charges that I have already paid. Additionally, I request help to clear the 30 day past due claim that Citizens has levied to my credit report. I served honorably in the XXXX XXXX for more than 24 years before retiring XXXX. I pay my debts on time and value my credit rating. Any help that the Consumer Finance Bureau can provide is GREATLY appreciated.
Company Response:
State: RI
Zip: 02840
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our original mortgage company was XXXX XXXX XXXX XXXX. Which has apparently been transferred to Citizens One Home Loans on XX/XX/2019. When we took out the mortgage with XXXX, they appraised our property for a certain amount. We wanted to refinance and sent our information to Citizens One Home Loans, the loan officer gave us positive feedback and requested another appraisal, which we had to pay for. When the appraiser came to the property I showed him the XXXX appraisal and he set about his business. When our loan request was denied we found out that this appraiser only appraised part of the property. Of course resulting in the denial. So I contacted him personally and he told me that Citizens One had told him to only appraise part of the property. That being said, I feel we were unfairly represented in our request and duped into Paying for an unjust appraisal. We are now unable to talk to the loan officer ( no return calls ) therefore unable to resolve this highly unfair and frustrating matter. XX/XX/2019 2019
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Citizens Bank ( Citizens Bank is a brand name of Citizens Bank, N.A. ( NMLS ID # XXXX ) decided to reissue my debit card because they were informed that a merchant I used in the past may have been prone to a data compromise. I received this information in a letter date XX/XX/XXXX, so I called on XX/XX/XXXX to learn more. Citizens refused to provide me with information as to who the merchant was and whether or whether not my account was compromised. They told me that information was confidential, and they are not obligated to share that information with me, their customer. As they acted on information related to my account, I dont see how this information could be considered confidential and not shared with me, the customer. The Citizens representative said that they were trying to protect me by being proactive, which I appreciate, however I again wasnt given any information as to where this potential data breach happened. I was then told that Citizens doesnt want customers calling merchants and accusing them of not adequately securing their transaction data. I noted that seems like Citizens is trying to protect itself, not the customer. If a merchant that I used was compromised and shared that information with Citizens, I should be able to also receive that information, so I can choose not to use that merchant going forward. Withholding information from its customers is a serious issue for Citizens and my hope is that you can help address this action.
Company Response:
State: MA
Zip: 02176
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A