Date Received: 2018-11-17
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: First of all, I went through this process THREE times with Citizen 's Bank HELOC which I received a letter entitled, " Your Investigation Results '' which states that Citizens One Loans is " deleted '' from credit report I thought they understood that meant it was not me who spent the {$9000.00} line of credit and beyond a preponderance of the evidence, it was their senior representative - XXXX. In the previous Complaints to the CFPB, there Office of the Chair was just answering my complaints as if tea ever read them!? In the complaint, I wrote that I was told, years ago, by XXXX that it was costly to transfer money to pay my HELOC and at the time, I trusted banks! XXXX of 2016, I entered the bank seeing XXXX, the teller closest to the entrance. I saw on his computer screen my account opened and a larger amount deposited into an account I thought XXXX closed and money buy the hundreds was being transferred into my checking account # XXXX!!! I did not know at the time to take a picture and where is their fraud department as I had an account there for over 25 years and if I wanted the money ( check from XXXX XXXX ), I would have deposited it into said account!!! The Office of the chair in my last complaint told me it does not cost anything to make transfers ( I KNOW ) and Informed me that I should go to XXXX XXXX ( which I DID & sat in that office ( prior to the chair 's office recommendation! ) as I have my XXXX! Although it would be illegal to take advantage of a XXXX XXXX individual. I never made a claim for water and sewage back up which is what the heck is written on the check I never deposited into closed, I thought, account!!!!! I just got a bill AGAIN saying I owe {$100.00} by their Equity Department manager in the Collections Equity3?!?! By the way, the branch at the location I banked CLOSED!!! I wonder why ...!?!?! I never took any money from that account but was paying it! Once, I went to the bank because I never in entire time banking at Citizen 's received any statements for that account not knowing that there are billion dollar lawsuits for a bank to have an account open in their name and that person, in this case ME, not knowing about it! or never receiving statements!!!! in my last complaint, Citizens hello department I infer thought it funny to send me all the paper work at once so the pile was 3 inches high or more!!!!! Little too late I think!!!!! I was unaware of activity as I never made activity!!! I asked for XXXX and he 'actiing ' like he was having serious conversation with the HELOC department ( way before this incident in 2016 ) but when I asked what was said he told me that he could not discuss it and being naive, I accepted that as an answer ( don't ask me why?! ). I do not owe any money to Citizen 's and why did I get a removed from credit report and still get a bill????? I DO NOT OWE IT WAS A RESULT OF IDENTITY THEFT!
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-17
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: First of all, I went through this process THREE times with Citizen 's Bank HELOC which I received a letter entitled, " Your Investigation Results '' which states that Citizens One Loans is " deleted '' from credit report I thought they understood that meant it was not me who spent the {$9000.00} line of credit and beyond a preponderance of the evidence, it was their senior representative - XXXX. In the previous Complaints to the CFPB, there Office of the Chair was just answering my complaints as if tea ever read them!? In the complaint, I wrote that I was told, years ago, by XXXX that it was costly to transfer money to pay my HELOC and at the time, I trusted banks! XX/XX/2016, I entered the bank seeing XXXX, the teller closest to the entrance. I saw on his computer screen my account opened and a larger amount deposited into an account I thought XXXX closed and money buy the hundreds was being transferred into my checking account # XXXX!!! I did not know at the time to take a picture and where is their fraud department as I had an account there for over 25 years and if I wanted the money ( check from XXXX XXXX ), I would have deposited it into said account!!! The Office of the chair in my last complaint told me it does not cost anything to make transfers ( I KNOW ) and Informed me that I should go to XXXX XXXX ( which I DID & sat in that office ( prior to the chair 's office recommendation! ) as I have my XXXX! Although it would be illegal to take advantage of a mentally challenged individual. I never made a claim for water and sewage back up which is what the heck is written on the check I never deposited into closed, I thought, account!!!!! I just got a bill AGAIN saying I owe {$100.00} by their Equity Department manager in the XXXX XXXXXXXX?!?! By the way, the branch at the location I banked CLOSED!!! I wonder why ...!?!?! I never took any money from that account but was paying it! Once, I went to the bank because I never in entire time banking at Citizen 's received any statements for that account not knowing that there are billion dollar lawsuits for a bank to have an account open in their name and that person, in this case ME, not knowing about it! or never receiving statements!!!! in my last complaint, Citizens hello department I infer thought it funny to send me all the paper work at once so the pile was 3 inches high or more!!!!! Little too late I think!!!!! I was unaware of activity as I never made activity!!! I asked for XXXX and he 'actiing ' like he was having serious conversation with the HELOC department ( way before this incident in 2016 ) but when I asked what was said he told me that he could not discuss it and being naive, I accepted that as an answer ( don't ask me why?! ). I do not owe any money to Citizen 's and why did I get a removed from credit report and still get a bill????? I DO NOT OWE IT WAS A RESULT OF IDENTITY THEFT!
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This account was opened and used ( without my knowledge or permission ) on XX/XX/XXXX. My sister set up the account, using her info as contact info and my ssn and name as billing info. The balance is XXXX. On XX/XX/XXXX, I called to file a fraud claim, and it was denied on XX/XX/XXXX. The credit card could not tell me why it was denied, and the investigations unit was not available. I have lived overseas continuously since XXXX in XXXX XXXX. I have no business in the United States, and I have no authorized credit cards. None of these charges are mine. I am disputing the whole bill. I filed the claim on XX/XX/XXXX, and have submitted documents verifying the claim. My sister made all the purchases and opened the card. I have never seen a bill, credit card statement, a purchase, or any online access related to the card. None of the charges are mine.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Everything on my credit report has been not only sold to collections therefore I'm no longer responsible for it once they were sold, but it all excceeds the 7yr limit by law n should not be still showing on my credit report ...
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2018-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: On XX/XX/18 I contacted XXXX XXXX , XXXX, the company that handles payments and loan servicing, for Citizens One student loans. I expressed to them that I could no longer afford their payment and need to talk about options on how to do so. I informed them that we had recently completed a bankruptcy and would not qualify to refinance. XXXX expressed that there were no options available for me get payment relief and that they were following lender guidelines. I requested to talk to a manager and received the same information. This time she told me my only option was to go back to school atleast half time and that my loan payments would be deferred. At what point does it make sense to defer payments, accrue daily interest, and increase my payments when the loan goes back into repayment. I can't afford the payment as is. The best XXXX could do was file a complaint with Citizens One. So I called citizens one. I spoke with a woman and then a manager. The manager was willing to conference in XXXX and discuss options with me. This was nice. However, it ended in the same result. Nothing could be done. I am a willing consumer wanting to pay my loan, but can't afford the payment. Neither company wants to help. They both kept saying I wish there was something I could do.
Company Response:
State: WI
Zip: 544XX
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-12
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: My son attends classes at the XXXX XXXX XXXX School on Sundays from XXXX-XXXX. This is the second time he has attended classes at this school. Today, ( XX/XX/2018 ), I went to go submit my notice for cancellation of class. When my son was enrolled the first time, ( XX/XX/2018 ), the General Manager ( XXXX ) walked me through the process of how to cancel classes. She sent me a personal email which stated I needed to come fill out a form in person and submit it to herself or the Owner ( XXXX ) with a minimum of 1 weeks notice. Since everything worked out fine the first time, I waited until today to submit the form with plans to end class on XX/XX/XXXX. The owner, XXXX, said notice must be given 30 days prior. In addition to that, since 30 would put me into XXXX, I would be mandated to pay for the FULL month of XXXX ( {$65.00} ) eventho he would only attend the first 2 classes. The school is not even open for the last two weekends in XXXX due to XX/XX/XXXX and XX/XX/XXXX! so i would be paying for a full month for half the service regardless! I explained to XXXX that XXXX had me give less notice only a few months before but he would not budge. He was so forcefull with demanding I pay for XXXX that it sent me into a XXXX XXXX. At first he said this policy was in place for over a year, then as the conversation drew on he insisted this has always been the policy and there has never been another cancellation method. Iwent through my emails, found the email that XXXX ( the General Manager ) told me to give one week notice to cancel. The email was dated for XX/XX/2018 at XXXX. I forwarded it to XXXX. He continued to defend that that is not the policy and he can not budge. I requested a copy of my cancellation documentation from XX/XX/2018. I told him I wanted to see several things ; 1 ) I wanted to prove that the date I signed the agreement and the date I put as my last class were not 30 days apart and the agreement was validated. 2 ) I wanted to see if the agreement infact indicated 30 days notice was mandatory ; because if it was, his GM gave me bad advice and if its not, that means he is lying to me. XXXX refused to provide the documentation for review. He then changed his claim and said the cancellation policy came into effect after XXXX emailed me on XX/XX/2018. XXXX continued to change his story and demand payment. Payments come out of my cheching account automatically on the XXXX of each month. I attempted to deactivate my card on my XXXX XXXX account but I am not confident it was successful. I Know for a fact XXXX is attacking me on a personal level. In XXXX, I went to the school and told XXXX I needed to change my payment account information. She gave me bad/incorrect advise which resulted in me overdrafting {$52.00} and accruing {$16.00} in overdraft fees. XXXX became involved when he refused to refund my money and fix the situation. He insisted applied a credit to my swim account. I was completely unsatisfied and pointed out that XXXX and XXXX never agree on the same prompts, they clearly do not communicate with one another and the management their school has is pure chaos. XXXX was clearly upset with me when I told him Ive seen better management at Lemonade stands. It is because of this exchange, that I know he is being unreasonable and unnecessarily cruel. Like I stated before, XXXX 's aggressive behavior threw me into a XXXX XXXX for most of the day. I told him repeatedly that all I want is to just end my membership on XX/XX/2018, not pay {$65.00} for XXXX ( since I wont be receiving any services ) and just never see him or his business again! I begged him to stop this nonsense and just cut ties ; to use my constant terrible experience as rationale for breaking policy. XXXX refused ; he even refused to prorate the cost for XXXX.
Company Response:
State: NY
Zip: 14094
Submitted Via: Web
Date Sent: 2018-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-08
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XX/XX/XXXX ... .Visit Citizens Bank . check act balance [ {$260.00} ] ... Service Charges total [ {$350.00} ] for 14 months [ {$25.00} each month ] started XX/XX/XXXX I closed my account and withdraw my balance [ {$260.00} ]. I had no statements for fourteen months, no emails, no simple phone call. XX/XX/XXXX Visit Citizens Bank ... met with branch manager ... .she reimbursed me with {$50.00} ... .and she said some one will call you monday or tuesday or wednesday or thursday ... ... ... .no body call XX/XX/XXXX Now ... Citizens Bank owe me {$300.00} ... ... my account was a normal account ... .no minimum balance.
Company Response:
State: OH
Zip: 44131
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I am writing for assistance with a private student loan vendor, Citizens Bank. I have two private student loans totaling $ XXXX with high interest rates around 11 %. This results in monthly payments of about $ XXXX that represents over 27 % of my take home pay -- and that is just interest - none of these payments are actually touching principal. I reached out to the servicer, XXXX XXXX who offered a 2 month deferral of payments but that the interest continues to accrue. They report the only option is a refinance. But I have exhausted all options for a Refinance. Citizen 's Bank tells me I don't qualify to refinance through them, this is probably due to an old bankruptcy from about 2 and a half years ago. I don't have a co-signer available to me either. I have called all different parts of Citizen 's bank and they have told me they will not modify the loan terms in any way. I'm told the only time that starts being discussed is once I fall into default. I'm trying to be proactive and reach a good solution on these loans without falling into default, but I won't be able to do this for long.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: XXXX XXXX XXXX XXXX Made final payment XX/XX/2018 for {$1600.00}. XX/XX/2018 - received a letter congratulating me and informing me 5he account is now PAID IN FULL. XX/XX/XXXX talked to XXXX - no one can locate the title that was XXXX. Told me they would wait to see if it shows up. XX/XX/XXXX, got a call from XXXX XXXX XXXX to inform me that XXXX could not locate my title. Told me I need to pay them again for another title. I told them the car is paid off and I need the title to register my car. They told me they could not release it because Citizens One had not indicated that the car was paid off. XX/XX/XXXX - contacted customer service - XXXX. He was very polite but told me since XXXX ( his supervisor ) had the case I needed to talk to her. He provided XXXX direct line ( XXXX ) XXXX XX/XX/XXXX - to date Ive left XXXX three messages on her direct line. Nothing. How do I get my title?
Company Response:
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX, my account had fraud actiivity. Someone ( XXXX XXXX check # XXXX ) wrote an echeck forging my name, and citizens let the check go through, when i found the fraud check, i called citizens bank and they were aware of the scam, same check number different customers. Now i have overdraft fees and citizens bank ( XXXX said they would reimbursement me for the XXXX in overdraft fees and now they said they can't until the investigation goes through. Now i am out, {$390.00} for the fraud check and XXXX for overdraft charges. The bank rep said his manager would not give me a courtesy refund until the investigation is complete which could take months.
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2018-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A