Date Received: 2019-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My payment had gone up due to my insurance increasing by {$400.00} a year, so I switched insurance in XX/XX/2018. My insurance assured me everything would be taken care of. In XX/XX/2018my payment was increased even more. after further investigating I found out onmy own that the mortgage company had paid for two different insurance policies and did not inform me of this rarity. I requested a refund through my original insurance and it was returned to me. In XXXX I paid the full amount to my mortgage that was returned to me. After several months of receiving notices that I owed XXXX $ amounts I called and was left on hold several times and being disconnected due to long waits. Finally I was connected to a service representative but she told me there was not any documentation of me making any such payment. Under duress I paid an extra amount of {$1300.00} on XX/XX/XXXX assuming I would pay my regular amount in XXXX. XXXX comes around and they still say my payment is {$1300.00}, which is {$200.00} plus my regular payment. I get a login to their website and find that the payments are documented, and I try to call to no avail. I tried to contact them 3 different times and put on hold. Finally after the fourth try I gain contact and was told they could not help me and I would need to be transferred or I would need to call back. I find this completely unacceptable considering they created this by their system failure of paying two different insurances and the fact that I can not reasonably contact them without hour long wait times and most times not even being able to talk to someone. I requested they accept the extra payment as my XXXX payment and they told me I would have to be transferred again. I need some closure to this fiasco and the company is just running me around to different departments until I agree to pay a hire mortgage payment.
Company Response:
State: AZ
Zip: 85546
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My wife XXXX XXXX in XX/XX/XXXX, I discovered in her papers a VISA gift card in the amount of {$100.00} that expired XX/XX/XXXX. I contacted the name of the financial institution on the back of the card XXXX XXXX XXXX. nka XXXX XXXX. In the first call I was directed to take the card to a branch of the bank because this was as good as cash. I had to search for the nearest branch as the agent on the phone did not have access to that information. I searched online and discovered that the nearest branch is in XXXX. I live in XXXX. I called back to see if there was a way to handle this transaction by mail. The next agent advised that the card expired and the funds were no longer available. I asked for an address so that I could make claim or complaint in writing. The agent put me on hold to find an address and I was disconnected. I understand the the fine print on the back of the card states " The monthly administration fee of {$2.00} will be waived for 12 months. On the 13th month following activation the {$2.00} fee will be deducted from the balance of the card, except where prohibited by law. This is fundamentally wrong. What cost of administration. The bank is, at a minimum, earning interest on this money. The individual who purchased this card paid an administration fee up front when the card was activated. I am filing the complaint because the {$100.00} is not significant unless one considers the amount of money the bank accumulates from " expired gift cards. If anything the bank should be paying interest.
Company Response:
State: KS
Zip: 67218
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Tuesday, XX/XX/XXXX, the bank advanced a forced flood payment in the amount of {$1300.00} from my loan balance which increased my principle balance, without my authorization. I went to my local bank to show them I already had an existing Flood Insurance Policy that was renewed since XX/XX/XXXX. The local bank manager informed me she faxed a copy of the policy to the Main Office. On Monday, XX/XX/XXXX, the bank again advanced a forced flood payment in the amount of {$1300.00} from my loan balance which again increased my principle balance, without my authorization. I contacted the bank several times by phone and in person to notify them of my existing policy, to no avail. On Wednesday, XX/XX/XXXX, this bank had the insurance company extract {$1900.00} from my escrow account with my first mortgage company. I called the bank to resolve this issue of paying two separate flood insurances for the same home and was told by the young lady that I was going to pay the insurance as long as I owed them or I had the option to refinance.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I'm deposit check from my insurance work compensation, with the money them own me total is XXXX when I do deposit, citizen bank tell me my fund is available on XX/XX/XXXX and also the give me receipt with the transaction and the said fund available XX/XX/XXXX, when check online bank, the bank extend day on holding check to XX/XX/XXXX, I was scheduled some payment from debt to clear on XX/XX/XXXX. Now the bank want charge me overdraft fees {$35.00} each on the overdraft amt XXXX.i think this is very unfair, why I have to paid for this is citizens bank mistake day on available fund. I also I'm call supervisor from citizen he talk me he cant help and I have to paid for my fees
Company Response:
State: MA
Zip: 01605
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Dear Sir or Madam, There have been three problems that Citizen Bank violated the laws/rules and made the troubles on purpose to me. Two of them are with my credit card, which are listed in this complaint ; another one is related to my money market/saving account, which will be listed in my next complaint. 1. There was a fraud charge to my Citizen Credit card by XXXX on XX/XX/XXXX for {$80.00}. I never knew this charge, so it was a fraud. I called XXXX, they told me it was an unauthorized charge, they agree it should be removed, and XXXX said it was too late for XXXX to remove it, but my credit card company can remove it and refund the {$80.00}. I called Citizen credit card in XX/XX/XXXX, and told them to remove this fraud charge. They delayed and delayed, so I had to call Citizen bank credit card several times ; once a lady told me I complained this charge in XXXX XXXX and it was removed, but she did not understand why it was still there. In XXXX XXXX, someone from Citizen bank Chairman team called me, who was very rude. She said the citizen bank policy is 60 days. After 60 days they do not refund anything. I told them this was the fraud charge and there is not such time limit for fraud chage, and I complained this in XXXX XXXX, within 60 days. But they just do not listen to me and do not look at the facts. I told them the company XXXX agreed it should be removed, as it was unauthorized charge and I asked Citizen bank to give a call to XXXX, but they refuse to do anything and keep the fraud charge to me. They are breaking the laws to set up the 60 days limit for denying the fraud charge. XXXX charge can be disputed even within a year, but Citizens bank cheated me saying only within 69 days.Only this bank to it in this way to break the laws. 2. There was a charge of {$190.00} from XXXX XXXX. When I was paying the membership fee, it showed clearly that the fee is {$71.00} total for 12 months, see the screenshot I saved at that time. But when I received my bank credit card statement, it was {$190.00} charged to my card and it was only for 6 months, but not for 12 months. This is a fake $ amount. I disputed it, but Bank Citizens again de layout a few times. They has been protecting the fake charge, and never corrected the fake amount. Several months later, XXXX charged me another {$260.00} for the next 6 months ; I saw the fake charge in time and called XXXX told them that was fraud, as I never wanted to renew for another 6 months. Hence XXXX removed the {$260.00} fraud charge. But Bank Citizen did nothing on this, but keep fake charge {$190.00} on my account even now. According to the agreement on purchasing the membership, for 6 months membership, it should be {$53.00}. I received forms from Citizens Bank in beginning of XXXX XXXX for disputing the two fake charges and completed the forms and emailed them back to the email address on the form. But when the Chairman team lady called me in late of XXXX XXXX, she lied to me saying the two disputing were all denied in XX/XX/XXXX. If that is true, why they mailed the forms and asked me to provide the detains at beginning of XX/XX/XXXX. I have the email with the attached my completed disputing forms with citizens bank in XXXX XXXX. If needed, I can forward you that email. I was a Platinum Plus customer or Citizens bank, but they cheated me in this terrible way. I request refund for the fraud charge and fake amount of the {$80.00} and {$190.00}. XXXX ; Also I request compensation for all the troubles Citizen Bank made on purpose to me and the time and energy I spent on those fraud charge, fake charge and lyings.
Company Response:
State: RI
Zip: 02914
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm pre-paying my mortgage with Franklin American Mortgage. I was told that as long as a payment was under the amount due it would be applied to principle. They lied. Multiple times I've submitted separate payments which they then combine and pay multiple months. I feel like I'm constantly being overcharged interest and only twice received a corrected monthly interest statement. Then they insist on wanting to know who the subscriber is on my cell phone. This is NONE of their business. This is despite the fact I've stated it is my cell phone. I feel like I'm dealing with a bunch of charlatans who want to sell my personal information rather than protect my privacy or provide security and over charge me mortgage interest.
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: XX/XX/2019 - I went to XXXX XXXX located in XXXX, New Jersey at XXXX XXXX to cash a bank Certified Cashiers Check from Citizens Bank. ( routing number XXXX ) XX/XX/2019 - I went to XXXX XXXX located in XXXX, New Jersey at XXXX XXXX to make a withdraw from my savings account and I was told by the bank teller that I had a bounced check for {$2500.00} and a {$15.00} service fee for the bounced check. I was told by the bank teller that the reason for the bounced check from Citizens Bank was forged. XX/XX/2019 - I was told by the branch manager of XXXX XXXX that they could not do anything for me and that they were not liable. However, XXXX XXXX was responsible for depositing the check. XXXXXXXX XXXX in XXXX said that I should file a police report. XX/XX/2019 - A police report was filled with XXXX Police Department. Investigation pending. XX/XX/2019 - XXXX XXXX XXXXocated in XXXX gave me a copy of the forged check and told me that Citizens Bank has to file a forged endorsement claim. XX/XX/2019 - Citizens Bank branch office in XXXX XXXX said that it is XXXX XXXX responsibility to fill out the forged endorsement claim.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: From XX/XX/2017 to XX/XX/2017, Citizens Bank pulled unauthorized hard inquiries from my credit. I did not initiate or authorize these inquiries. They have negatively affected my credit. There was an inquiry every month for 6 months.I called customer service and there were unable to offer a explanation or solution.
Company Response:
State: VT
Zip: 05452
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I had a new car loan with citizens one, loan number XXXX, I have paid off this loan and I have received the title of the vehicle. Citizens one has reported to the credit bureau that I still owe them {$14.00}, and they send me installment loan statements to that effect. I have spoken to them a number of times, each time they assure me that the loan will be cleared, but it never was.
Company Response:
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I updated the automatic payment information with our mortgage company to automatically withdraw {$390.00} from our bank account. I received an email notification on XX/XX/18 that the information was updated. Somehow, the automatic payment information was removed from our account by the mortgage company and we were not notified. We received no email messages or phone contact from the company until, on XX/XX/18, I was informed that we were in collections. We paid the overdue mortgage of {$800.00} on XX/XX/18 even though the error was not on our part. The mortgage company refused to remove the collections report from our account, even though we submitted the exact same information for the automatic draft and have had no issues since.
Company Response:
State: AL
Zip: 35805
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A