Date Received: 2018-10-17
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am filing this complaint because my credit score has been negatively affected due to unauthorized credit inquiries. I never signed anything giving Citizens One Auto permission to run my credit. My attempts to resolve this with Citizens One Auto have been unsuccessful.
Company Response:
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Platinum checking account with Citizens Bank online by clicking the " Open Account '' button on a page that promised a {$400.00} bonus after a direct deposit of {$1000.00} or more within sixty days of account opening. I opened the account on XX/XX/2018, and a direct deposit of {$1000.00} posted on XX/XX/XXXX. The terms and conditions stated that the bonus would be paid within 90 days of the direct deposit. I called 90 days after the deposit and spoke to a customer service representative and forwarded her the screenshot of the bonus terms and conditions as requested. Her manager XXXX called me back a week later and stated that the bank would not be able to honor the {$400.00} bonus because a promo code was not attached to my Platinum checking account.
Company Response:
State: OH
Zip: 44102
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Citizen 's Platinum checking account on XX/XX/2018 for a promotion of {$400.00}. I completed the requirements and was suppose to receive the bonus after 60 days. It has been more than 90 days and Citizen 's bank claimed the offer was not attached to the account and refusing to award the bonus. I clicked through the advertisement attached. I should not be punished because the website didn't include the promotion correctly. They are withholding the bonus until and charging me monthly fees in the meantime.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been telling my mortgage servicer, XXXX XXXX XXXX ( website : XXXX XXXX XXXX ) that they raised my escrow to the wrong amount since approximately XX/XX/XXXX. My payment went up from around XXXX a month to XXXX a month. I have been asking that they change this every month since I can't afford an extra 50 % on my mortgage. I have been saving up my mortgage payments every month instead of paying them as XXXX has told me my overage on escrow will not be paid back until I am fully current. They have FINALLY realized that they messed up my escrow and are changing my payment back to XXXX, and have stated that I need to pay my full balance of {$6000.00} today, and they will send me back XXXX by the end of the month. I can't make that payment, also this is money that never should have been due to them. I have the XXXX I SHOULD owe them waiting. This has negatively impacted my credit of course, but I'm not going to let them hold my money while I struggle because they messed up my escrow. Yes, they worked off of data they received, however I found out on Saturday ( XX/XX/XXXX ) after calling them for probably the 5th or 6th time on this matter that my report in XX/XX/XXXX or XX/XX/XXXX ( was not tracking this at the time ) was never used to verify my escrow, just a comment that I asked.
Company Response:
State: SC
Zip: 29301
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX my home was affected by hurricane Irma. I contacted XXXX ( my flood insurance company ) and was assigned to Mr XXXX as the person to handle the claim. Mr XXXX suggested start removing drywalls in order to stop any mold issues that might come up due to the flood, so I did. The street where we live was flooded and in order to reach the house we must use raised trucks, canoes or military vehicles. On XX/XX/XXXX I was issued a check by XXXX for XXXX for damages the house had. I was deceived by XXXX XXXX XXXX by being told to sing the check and mailed to them so they could send it back to me as soon as possible. I topped my credit cards to the limit, I used a money from my flooded car, I got a loan on my 401k in order I even got loans from my siblings to do the repairs, we did new kitchen and bathrooms, install a water heather, redo the floors, etc. I was trusting XXXX XXXX XXXX to send me back my insurance money and pay all my bills. My insurance money was denied on the basis that I needed contractor documents when I didn't use a contractor. We did all of the work ourselves. We had recently moved to Florida, and I had no idea how things work here, so we went ahead and did the repairs. I constantly told XXXX XXXX XXXX that we did all the repairs ourselves, that we never used a contractor, that we don't have any contractor documents, that we needed our money to pay our bills. All was to no avail. They kept denying our money. On XX/XX/XXXX an Inspector was sent to my house by XXXX XXXX XXXX and concluded the all the repairs were done 100 %. After the results from their own inspection, XXXX XXXX still refused to give us our money. I grew frustrated with XXXX XXXX XXXX and told them that I will stop paying the mortgage, now they're threatening to foreclose on my home. XXXX XXXX XXXX is committing a fraud by deceiving us, by making us believe that they are here to help, at least that is what they said when I contacted them and told them we were hit by the hurricane, and believe me, that is not true. After we survived hurricane Irma, and got tired from repairing and remodeling our home, after we got frustrated and upset about about dealing with a mortgage company that enjoy taking advantage of us, it is time to say enough. Enough of doing business with an unethical mortgage company.
Company Response:
State: FL
Zip: 34135
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I called them several times to try to find a solution to have to get a payment plan that I can pay on. To lower the percentage I pay towards this loan it wasn't like I was trying to not pay the loan, the loan is not even on collections they withdrew my rent money from my personal account without calling me first. I tried calling to get a payment plan and they always say there is nothing they can do for this loan several times. The bank is citizens Bank
Company Response:
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This complaint is in regards to overdraft fees associated with an RBS Citizens Bank checking account. I have already tried coming to a resolution directly with RBS Citizens Bank, but was unable to resolve the issue. I have previously confirmed directly with RBS Citizens Bank phone representatives and multiple bank tellers that RBS Citizens Bank 's checking account overdraft policy is that if any account becomes overdrawn on a business day, as long as the account holder makes a deposit or transfer into the overdrawn account by/or before XXXX EST on the day the account became overdrawn, an overdraft fee would not be charged. After I reviewed my account statements in detail, there are a total of 6 overdraft fees, at {$35.00} each, that RBS Citizens Bank has assessed to this checking account. All 6 of these fees were charged on transactions that overdrew the checking account, but the account balance was brought into a positive balance, by a deposit being made, prior to XXXX XXXX on the day of the overdraft. By Citizens Bank 's overdraft policy, there should not have been six {$35.00} overdraft fees assessed for these transactions on the attached dates. I have attempted numerous times to resolve this with RBS Citizens Bank phone support representatives. Their standard reply is that they can not reverse overdraft fees. I have replied that I am not looking for a valid overdraft fee to be reversed, that the fees were not correctly assessed by RBS Citizens Bank. I have been unable to resolve it directly with RBS Citizens Bank.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This complaint is in regards to overdraft fees associated with an RBS Citizens Bank checking account. I have already tried coming to a resolution directly with RBS Citizens Bank, but was unable to resolve the issue. I have previously confirmed directly with RBS Citizens Bank phone representatives and multiple bank tellers that RBS Citizens Bank 's checking account overdraft policy is that if any account becomes overdrawn on a business day, as long as the account holder makes a deposit or transfer into the overdrawn account by/or before XXXX EST on the day the account became overdrawn, an overdraft fee would not be charged. After reviewing my account statements, there are a total of 12 overdraft fees, at {$35.00} each, that RBS Citizens Bank has assessed to this checking account. All 12 of these fees were charged on transactions that overdrew the checking account, but the account balance was brought into a positive balance, by a deposit being made, prior to XXXX XXXX on the day of the overdraft. By Citizens Bank 's overdraft policy, there should not have been {$35.00} overdraft fees assessed for these transactions. I have attempted numerous times to resolve this with RBS Citizens Bank phone support representatives. Their standard reply is that they can not reverse overdraft fees. I have replied that I am not looking for a valid overdraft fee to be reversed, that the fees were not correctly assessed by RBS Citizens Bank. Unfortunately, I have been unable to resolve it directly with RBS Citizens Bank.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My hardship started when I lost my job and had a decrease in household income. I attempted several times to request for a modification with my mortgage company but to no avail. I provided documents to them over and over again and attended conference and yet I keep getting missing doc letters that ask for the same items ( income ) just recently a delay in judgment was place for XX/XX/XXXX in order for me to provide again my paystubs. This was emailed to lenders attorney yesterday and was told everything will be placed on hold. I understand I should have been given 30 days for review of an option not 11 days.
Company Response:
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2018 I opened a new Platinum Checking account with Citizens Bank. The account was opened online at the website : www.citizensbank.com/promotion/platinum/cash-offer-400.aspx. This account came with a promotion that offered me {$400.00} for the new account. I completed the application for the account and fulfilled the terms of the account and expected to receive the bonus I was offered of {$400.00}. After a few months the bonus had never shown up in my account. When I logged in to check the account, I then noticed that my account was listed as a " One Deposit '' checking account, not the Platinum account I opened. I am not sure if the bank changed my account type without my knowledge or consent, or somehow screwed up when they opened my account. I first contacted the bank by Secure Message on their website on XX/XX/2018 indicating the problem with my account type. Despite indication that they " make every effort to respond within 2 business days, '' I did not receive any response at all. On XX/XX/2018 I sent a second message regarding this issue. Four days later I received a replying stating they needed additional information about the promotion I applied for. I replied, including giving the webpage mentioned above. I received a final response on XXXX stating that : " our records indicate that you opened a One deposit checking account. Due to this the account would not qualify for the promotion that required a Platinum checking account. '' This is not true. I have evidence that I can provide that shows the offer I applied under ( Offer screenshots.pdf ). I also have screenshots from my actual application ( My application.pdf ) which notes in numerous places that I am applying for a Platinum checking account. Finally, I have numerous emails from Citizens Bank ( Email 1-4 pdfs ) stating that my Platinum checking account was opened, my Platinum debit card was mailed and the benefits of my Platinum status. I even have an email as recent as XX/XX/2018 referencing my Platinum status. Again, I clearly applied and was approved for a Platinum checking account. Somewhere along the way Citizens Bank screwed up. But they refuse to admit the problem. Contacting them directly has not helped so I am hoping the Consumer Financial Protection Bureau can help me. Thank you.
Company Response:
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A