Date Received: 2018-12-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Please see previous CFPB Complaint # : XXXX and review the additional documentation that further supports my claim that my credit being run by Citizens One was unauthorized. Ive attached a copy of the Pre-Approval letter from my credit union who currently finances my vehicle. There was no reason for Citizens One to run my credit due to having already secured financing through my own credit union. I am requesting that Citizen One remove the hard credit inquiry from my XXXX credit report. I will pursue legal action, if necessary, to request the inquiry be removed from my credit report.
Company Response:
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a HELOC with Citizens Bank. Citizens Bank has refused to enclose cancelled checks ( advanced of HELOC ) with monthly statements. I don't have records of the checks I used. I was told that I have to call in or write to request a copy of cancelled check. The representatives sometimes are not friendly, hang up phones, abuse their powers. Sometimes, I was on hold for 50 minutes to speak to a rep. I request Citizens Bank provided copies of all cancelled checks with monthly statements.
Company Response:
State: NJ
Zip: 07032
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I called in to Citizens bank today to resolve a problem with XXXX XXXX still showing that the debit card has not been removed from my device. When the Rep XXXX XXXX XXXX failed to resolve the issue I asked to speak to a supervisor. The supervisor regurgitated the same resolve and then disconnected with me after I asked for her supervisor.
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018 my account was compromised with an electronic withdraw of {$390.00} that I did not authorize. I reported the transaction immediately at the XXXX, PA branch and closed the account. I was told that I should be reimbursed for the funds that were taken from my account within 6-8 weeks, it is going on 10 weeks and I have not received my funds back ; the claim is still pending and I feel like I'm getting the run around when I talk to the bank. I was mailed out an affidavit to sign and notarize more than a month after the claim was opened ; I have since found out this should have been given to me to me the day XXXX filed the claim or shortly thereafter. I'm certain this would be cleared up by now if the proper steps were taken. I have most of my bills paid through automatic withdraw from my creditors and there were a few that were pending, I left money in the account to cover the withdraws for my credit cards. However, there were 2 payments that I was not able to stop, the bank made the payment which overdrew my account. I specifically asked the person that was assisting me with this issue if payments couldn't be stopped and the account became in the negative how that would be handled. She told me that it would be alright, that when the {$390.00} was put back into the account it would cover any overdraw of the account. In the meantime I requested a provision fund deposit ( which I was told could be done ) of the {$390.00} into my account until the claim was settled to cover the negative balance of {$140.00}, this was approved which I have a voicemail stating so. The provisional funds were not deposited and now the bank has charged off the account. I feel that Citizens bank did not do their due diligence in handling my fraud claim starting with not giving me the paperwork that needed to be completed in a timely manner, then by charging off an account that is in a fraud claim status through no fault of my own. I have attached a copy of the fraudulent check that Citizens bank paid. The address on the check is not my address, I do not even know where this address is.
Company Response:
State: PA
Zip: 19468
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Background : I have a checking account and Line of Credit that is in repayment with Citizens Bank. My company also has accounts with Citizens. Every month since the LOC went into repayment my company cuts a check for at least {$700.00} which more than covers the amount due every month. On XX/XX/XXXX I mailed the {$700.00} payment as I normally do every month. On XX/XX/XXXX I received a statement from Citizens indicating that my payment was over due. I went online immediately and transferred {$600.00} and {$10.00} from my personal checking to cover the overdue amount. On XX/XX/XXXX I sent in another {$700.00} for the XXXX payment. On Saturday, XX/XX/XXXX I received a certified letter which said that they were going to start foreclosure proceedings. On Monday, I called the help line and after 3 hours was told that the payments never posted and that I had to prove that they were paid. All of the accounts are Citizens accounts. I was told that they could see the payments coming out of the account ( XXXX ) that the checks were cut from but couldn't see where they were posted to the account. So as of today, XX/XX/XXXX, despite several calls and a visit to the local branch, Citizens has received over {$2000.00} ( two checks, one online transfer ) and not one dollar has been credited to my LOC! I also can't find out where the online transfer went. Although it shows it debited from my checking account, it doesn't show that it was posted to the LOC. I suffer from XXXX XXXX and XXXX and have been extremely stressed out and can't sleep because the whole thing is Citizens fault and no one will help me straighten it out. All I get is a run around.
Company Response:
State: RI
Zip: 02809
Submitted Via: Web
Date Sent: 2018-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2018 I noticed that funds moved from my savings ( {$3400.00} ) and my sons college saver accounts ( {$4500.00} XXXX to my checking account with Citizens Bank. I went to the branch and needed to close down all of my accounts and reopen them due to the suspicious activity. At that time, the only mechanism the bank used to protect me from fraud was to freeze my online banking and not allow me, the account holder, to access my accounts to monitor them. I had to call customer service every day to monitor my account since I could not view my accounts online and was very concerned about fraud. On XX/XX/XXXX a fraud check in the amount of {$760.00} posted to my checking account and the bank did nothing to prevent it when I reported suspicious activity. I spoke with Office of the Chairman XXXX XXXX and asked why my account was not monitored for fraud when I reported that {$7900.00} was transferred to my checking by a fraudster. She advised that when a fraud watch is warranted the bank will watch the accounts. However, I had reported fraud and the bank still allowed a fraud check with an INVALID routing number to post to my account. In the meantime, I had to open a new checking account and when my new checks arrived, the vendor sent them with 30 checks missing right in the middle of the check range. Where did they go? The day I became aware of the {$760.00} fraud check I demanded the funds be returned. The bank did return the funds with a provisional credit. However, today I became aware the bank had debited out the provisional credit on XX/XX/XXXX from my new checking account. This was a fraud check with an invalid routing number XXXX and my routing number is XXXX. How did this check pass through the bank in the first place with an invalid XXXX and why did they take the money back from me? Shouldn't an invalid routing number be a red flag not to process the check? I asked for Citizens to research how a fraudster managed to transfer {$4500.00} and {$3400.00} from my accounts and also asked them to monitor to my accounts to protect me. All the safety mechanisms that should be in place to protect me failed. And now they took back the funds a fraudster took from me. Citizens never should have allowed a fraud check to post with an invalid routing number AFTER I reported fraud on my account. I am demanding the funds be returned to my account. My bank never should have taken back the provisional credit. I have attached a copy of the fraud check. The original account that had fraud is XXXX and the new account they debited the provisional credit from is XXXX.
Company Response:
State: RI
Zip: 02893
Submitted Via: Web
Date Sent: 2018-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They committed fraud and raised my escrow amount fraudulently
Company Response:
State: NY
Zip: 12306
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: XX/XX/XXXX I was given 3 credits for an Overdraft line of credit that had equal XXXX. The amount of XXXX credit was given and then XXXX was debited leaving XXXX credited for an line of credit on my checking account. I repeatedly had gotten collection letters from Citizens Bank. I was so fed up I decided to pay them on this closed account XX/XX/XXXX thru the XX/XX/XXXX. The company even accepted responsibility and found their mistake. I just keep getting transferred over and over again explaing over and over again with no resolution. I have paid XXXX on an already credited account. They meaning Citizen Bank, have reported on my credit reports that I had not paid them at all on a credited account. The mistake was admitted by a XXXX at Citizens bank. I have yet to have this resolved and they just keep brushing this off on different Depts. Explaining over and over again with no resolution. They are trying to charge me a 3rd time something already paid for. Credited in the amount of XXXX paid in the amount of XXXX and now wanting me to pay again for it
Company Response:
State: PA
Zip: 18702
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened new checking account XX/XX/18 and did {$500.00} direct deposit on XX/XX/18. Promo I was supposed to receive was get {$200.00} for opening account and completing 1 direct deposit of {$500.00}. I have not received the bonus so far.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-13
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Overview : - Opened a new Checking Account with CitizensBank for Mortgage purposes. CitizensBank had a " Get Paid {$200.00} '' promotion when you open a new checking account with them. Promotion parameters : - Open first, new One Deposit Checking from Citizens Bank online between XX/XX/2018 to XX/XX/2018. - Make a {$500.00} deposit or more within 60 days of opening. What I did : - Clicked through their promotion portal. - Opened One Deposit Checking account with CitizensBank using their promotional portal on XX/XX/2018. ( I will include the {$200.00} promotion screenshot when applicable ) - Made a direct deposit within 60 days of opening account and according to my bank statement the first direct deposit of {$560.00} went in on XX/XX/2018 and then another direct deposit of the same amount on XX/XX/2018. Waited over 60 days and did not see CitizensBank deposit the {$200.00} in my checking account. On XX/XX/2018 using the support number provided on the promotion page I called their support ( XXXX ). The support agent I talked to seemed very puzzled, and had me on hold for about 15 minutes collectively as she went to find information on the promotion.I told her at one point that I had the promotion saved and in front of me and if she would want it forwarded to her. She said no and that she was put me on with her supervisor XXXX. XXXX explained to me that they couldn't find the promotion and that they would create a case and forward it to " their '' research department. I also informed XXXX I have the promotion screenshot. She asks me to please forward the screenshots to XXXX. She gives me the case #. I include the case # with the screenshots and was able to verify that she received it on her end. She ends the call telling me a person from the research department should reach out to me within 1 to 2 business days. They did not call me back until XX/XX/2018. And when they did call back the person on the phone only called me to inform me that they could not find the promotion I was talking about. She also made a comment about a promotional code should have been provided to me when the process started, but I remember clearly that I did not see a code presented what so ever in the process. And if there was one, and if it was indeed important to setting up this checking account with CitizensBank I would have made note of it. So I asked her what will happens next? She basically said in a nice way that there is nothing to pursue and that no one was at fault. Needless to say I was not happy with that response. They were not willing to make this right and I feel scammed.
Company Response:
State: PA
Zip: 17601
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A