Date Received: 2019-01-03
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I paid off my vehicle loan ( refinanced ) end of XX/XX/2018 after I made the XXXX payment. When I logged into account to see if payment was received I noticed that the balanced between XX/XX/2018 and XX/XX/2018 had increased by {$86.00} instead of decreased after the monthly payment was made. When I contacted Citizen One Auto Finance they claimed that they never received the XXXX payment but my bank billpay gave me proof of payment which I told them I had. I also informed them that they gave me the wrong payoff amount to me and my bank and that the payoff was overpaid. That they owe me a refund for the overpayment of the payoff and the missing funds not credited for the movember payment. They claimed they would look into it. The following day I went on to look at my account from Citizen One Auto Finance online and I found my loan-account had been deleted within 24 hours of my call to them and they never responded to my emails on their secure email account when my account was active 24 hours prior. So in 24 hours of me notifying them that there is an accounting error and they owe me money for my overpayments, There is No trace of my account. Non- existed! I couldn't look at previous payments or balances ... Or even see my account number. When I spoke with customer service they confirmed this is their policy! Their policy is to delete all trace of history I have had with them. I informed them that i had copies of the statements and payments I made.
Company Response:
State: NY
Zip: 11552
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: PENNSYLVANIA credit statues of limitations is up to 7 years and it should NOT be on the report anymore. This acound was closed in XX/XX/XXXX. It is more than 7years. However, they reported a wrong date, late payment was XX/XX/XXXX. It is not correct imformation. They reported the wrong date. It should be fix and remove from my credit report.
Company Response:
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello I am writing to you hoping you can help me, I have had so many issues with my bank, I have called, went into local branch, changed my debit card twice and still same issue occuring, also when I had a refund in the amount of XXXX from XXXX on XX/XX/XXXX it never was processed, I called and finally after third time I was able to speek with manager who then proceed to apologize and say they where having alot of refund issues during that week, but that didnt help me with over 200 in overdraft fees, and my car insureance was going to be canceled because of the amount of money they where taken out from me with no refund, two days later I recieved an email from XXXX stating my bank is demanding the XXXX because it was fraud!!!!!!!!!! THEY ARE LIERS, AND I FILLED OUT FORMS TO STOP random withdrawals from internet sites such as XXXX, XXXX, XXXX, XXXX, ect they have charged me over 600.00 due to all of this and still proceed to withdraw. Can you please help?
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2018-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I own a small business : In XXXX my friend and I purchased a commercial 4 bay garage. I needed this space to store inventory for my business. My friend wanted space to store a classic car. We had problems finding insurance for this property because it was listed as commercial but we did not have business hours at this location. I reached an agreement with my business insurance agent to insure this property as part of my business policy. In XX/XX/XXXX my wife and I signed a purchase agreement for a house in Florida. I applied for a mortgage from Citizens bank. My wife banks at a credit union and I have my personal and business checking accounts at Citizens. My wife and I also have our 401K accounts at Citizens. I wanted to close my 401K account and use this money for a down payment on the Florida house. Citizens could not transfer this money between my 401K and my checking account so I was issued a check that I deposited into my checking account. Citizens would not approve my mortgage request based on the following : I could not prove the large deposit in my checking account. I deposited a Citizens check into a Citizens checking account. The underwriter was using my garage against me. I was sent a document that had the following questions. Did I own this property free and clear? Answer : I own the building with XXXX XXXX. How was this building insured? The Loan officer was calling my insurance agent. My agent refused to talk to the loan officer. Are the condo fees paid for on this building? Answer : There is not a condo association for this garage. This underwriting department is fixating on a garage that is being used as a storage locker and is paid for. The taxes are current and the property is insured. The underwriter also wants evidence that I lived at an address on XXXX XXXX in XXXX, PA. Answer : I have never lived in XXXX . XXXX XXXX lives on XXXX XXXX. Underwriter is looking into a credit inquire from XXXX. Underwriter needs a billing statement from XXXX. Answer : I changed cell phone companies in XX/XX/XXXX. XXXX has me enrolled in auto pay. My bill is automatically charged to my credit card each month and I do not receive a bill from XXXX. The underwriter wants a signed lease for the Florida property between me and the tenant. WHAT LEASE? WHAT TENANT? These four issues are keeping me from getting a mortgage that I have a 40 % down payment for. This bank has me backed into a corner. I am going to lose my {$5000.00} down payment. I have a $ XXXX annuity that I purchased through Citizens Bank. My wife has $ XXXX in her Citizens 401K and we have over 100K in cash to use for the down payment for a {$230000.00} purchase. I thought I was a great risk for the bank. The bank was a risk for me.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2018-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Company reported me 30d late when I was not. My XXXX report indicates the delinquency on the month of XX/XX/XXXX reporting which indicates that the XX/XX/XXXX payment was delinquent ( due to 1 month in arrears reporting ). I made my payment, which was drafted from my bank account on XX/XX/XXXX. I attempted to dispute the delinquency of both XX/XX/XXXX and XX/XX/2018. The company sent me a generic letter advising that they were reporting accurately. THE LETTER GAVE ZERO DETAILS. what month did they research. What was the date of payment receipt? Date of phone pay? I reiterate that I was told by the representative whom confirmed with their manager that I would not be reported delinquent on either my XX/XX/XXXX or XX/XX/XXXX payment ( not sure now that the report is saying XX/XX/XXXX late ) There is recording of my conversation and my multiple reassurances that there wouldn't be any negative reporting when I spoke to them in XX/XX/XXXX. I also believe that they took an alternative ( manager approved exception ) payment method of credit card as opposed to their standard check/bank account transaction. Responsible Servicing- inaccurate information provided multiple times which caused me financial harm FCRA- previous response did not address specific items disputed, credit report was not suppressed for 60d after the dispute, & request for the CBR research department to remove the XB dispute notation not fulfilled ( on recorded call when I initiated the CBR dispute )
Company Response:
State: IA
Zip: 50265
Submitted Via: Web
Date Sent: 2018-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens Bank makes closing an account extremely difficult. I don't have a branch office close to me and they refuse to close my account over the phone and send me a check via mail. They keep insisting I get an ATM card and withdraw the money at a Non-Citizens Bank ATM for which they will charge me a 3 % fee. The other alternative they offer is to waste a half a day getting a notarized letter and mailing it to a local branch. This bank needs to investigated for deceptive business practices as they gouge clients thru hidden fees like 3 % cash withdrawal fees ....
Company Response:
State: NY
Zip: 11357
Submitted Via: Web
Date Sent: 2018-12-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-27
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I received a check from my job on XX/XX/XXXX, and the teller refused to cash it. She said it was from XXXX XXXX XXXX and she could not cash it. She said if I took it to XXXX XXXX XXXX which is directly next door to Citizens Bank I could cash it for free. I was charged {$8.00} fee because I do not have an account with XXXX XXXX XXXX. The teller at Citizens could have cashed my check, I have direct deposit with my work checks every 2 weeks. This is another example of how the tellers at this bank go out of their way to cause me fees.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018, I received an offer in the mail from Citizens Bank that stated I'll get a {$200.00} bonus if I opened a new checking account with direct deposit. It is now XX/XX/2018 and I still haven't received my {$200.00} bonus from them. I've called customer service multiple times and they keep saying to wait. Please help me.
Company Response:
State: MI
Zip: 48126
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I have had a Home Equity Line of Credit on our primary residence located at XXXX XXXX XXXX, XXXX XXXX, NJ with Citizens Bank of PA since XX/XX/XXXX. I have received statements from Citizens Bank each month which I track how much I owe and have been able to balance my statement correctly with the information I have until the XX/XX/XXXX statement. See attached statements from XX/XX/XXXX and XX/XX/XXXX. The XX/XX/XXXX statement information ( last months previous balance minus payments plus interest/insurance/fees ) did not add up to the New Total Balance. The New Total Balance was {$50.00} higher than what it should be with no information as to what the {$50.00} discrepancy was on the statement. I called the Customer Service phone number several times and spoke with representatives ( each time escalating to the next line in management ), the final conversation with a Customer Service Manager ( XXXX XXXX ) who stated that the {$50.00} was added to our outstanding balance which represented the approximated cost of the Recording Fee ( s ) when the loan is paid off. After much conversation in which I tried to make them understand that the fee had not happened yet they insisted that the {$50.00} fee would remain in the outstanding balance. I am financially astute and understand how to check the Daily Periodic Rate as well as the Average Daily Balance which is how the interest charged on the monthly statement and have found that Citizens Bank is charging me for interest on the {$50.00}, which they say is not being done. I dispute this as the Average Daily Balance includes the {$50.00}, so I am being charged interest on a transaction that has not taken place. While the {$50.00} incurs a small amount of interest for me, if the total number of accounts that Citizens Bank has possibly done this to adds up to quite a nice amount of money for them.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-26
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XX/XX/2017 I had an overdraft line of credit debt with Citizens Bank. I was given a credit in the amount of the debt by a XXXX in a RI branch. I had paid a total amount in the amount of the debt of XXXX besides the credit that was given. Citizens bank is not finding the credit or the payments of XXXX and have reported me on my credit reports owing an amount that I have paid them, XXXX. I have called the Company numerous times and they had even admitted their mistake but will not do anything to correct this. This debt is paid for and credited once therefore being paid for twice now they are asking me to pay a third time.
Company Response:
State: PA
Zip: 18702
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A