Date Received: 2018-09-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a loan with XXXX XXXX XXXX XXXX ; in XX/XX/2015 I was unemployed and was struggling to make my mortgage payments. I found a job after 6 months of unemployment ( at which time my mortgage payments were made on time ). However, when I moved out of state I was going through the process to sell my home ; I contacted XXXX XXXX to let them know that I could not pay my mortgage on time and a rent payment in a different state and did not want to negatively impact my credit score. They told me that since it was an FHA loan that I would not have my credit score impacted by this since I was in the process of selling the house and they would be paid in full. They still reported late payments to the credit bureaus and even changed the locks on my house. After the sale was complete I contacted them about removing these derogatory remarks and they told me that it could not be done, even though a representative told me there would not be any impact. This is seriously hurting my credit worthiness years down the line and impacting my ability to be approved by work credit cards.
Company Response:
State: MO
Zip: 63114
Submitted Via: Web
Date Sent: 2018-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: ON XX/XX/2018 I FOUND A CHARGE AFTER GOING THRU SOME PAPERS ON MY RBS FORMALLY CITIZENS ONE CARD THAT I DID NOT APPROVE I CONTACTED THE COMPANY THAT SAID I HAD TO SEND THEM A COPY OF THE STATEMENT, AND A LETTER EXPLAINING THAT I DID NOT DO THE CHARGE, AND I WOULD GET THE CREDIT IN 1 BILLING CYCLE. AFTER WAITING AND WAITING THEY SENT ME A LETTER SAYING THAT I WOULD NOT BE GETTING THE CREDIT FOR {$870.00}. I AM NOT OK WITH THIS I DID NOT DO THIS CHARGE AND DO NOT THINK I SHOULD BE HELD RESPONSABLE.
Company Response:
State: CA
Zip: 95210
Submitted Via: Web
Date Sent: 2018-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please forward this communication to XXXX XXXX XXXX, Office of the Chairman at Citizens Bank ( who will be able to reference the previous communication ). Dear Dee : I'm in receipt of your response to the previous complaint through the CFPB ( case number XXXX ). While I appreciate your running down every event during the life of the loan, it was unnecessary and had little to do with my complaint. I apologize for any confusion. The complaint specifically involves Citizens employing negative amortization to calculate interest on two payments we obviously know we deferred via an offer to customers in good standing. Legal precedent clearly indicates that negative amortization violates Truth in Lending, is considered to be a predatory bank practice, and is illegal in many states. When and if negative amortization is employed, it requires full and detailed disclosure in all cases, which was clearly absent in the " PaymentBreak '' offer. If US interest had been employed, our interest on the payments we deferred, would have been approximately half the amount Citizens charged us. ( I can when convenient for you, provide two separate loan calculations for illustration purposes. ) What your " PaymentBreak '' offer should have stated was not " interest will still accrue '', but rather " interest on interest '', or compound interest would accrue ''. It furthermore should have advised that these deferred payments be paid back immediately to avoid financial mayhem, instead of stating that Citizens would just tack the deferred payments onto the end of the loan term. This is an update to my original complaint.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2018-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018, we contacted Citizens Bank customer service inquiring about the current amount due on our Line of Credit Loan. We have been having this constant issue with the bank for about eight years because the institution refuses to send paper statements to our address. On this date, we asked customer service once again to please ensure that statements would be sent out to us in the future. We were assured again by the customer service representative that paper statements were active, and we would be receiving them in the future. The bank 's refusal to send out statements have caused us to miss payments over the years as we never know the amount that is currently due on the loan. This has caused a great deal of distress over the year as the payments are often late, and we are charged arbitrary late fees that we were forced to pay due to bank error. As a result of this issue and not knowing how much was owed on the loan, we overpaid for the month of XX/XX/2018. Check number XXXX was cashed on XX/XX/XXXX in the amount of {$870.00}, and check number XXXX was cashed in the amount of {$1300.00} on XX/XX/XXXX. A note was also enclosed in the envelope asking them to apply any left over monies to future monthly payments. This was necessary as we never know how much money we owe as we never receive statements. The customer service representative assured us at that time we would not owe any additional money until XX/XX/2018. On XX/XX/XXXX, we were contacted again by Citizens Bank informing us that we were two months behind on loan payments and in danger of foreclosure. Baffled by this message, we called the office back on that day, and explained the issue. The customer service representative named XXXX explained that the bank had incorrectly applied the {$1300.00} payment to the principal of the loan. It would be a simple matter of reapplying the payment to the interest portion of the loan, and our payments would become current. We were told this would take a few business days to complete. On XX/XX/XXXX, I called again and spoke to the same person asking if the switch had been made. I was told that I would need to wait several more business days as their office hadn't done anything at all to address the matter. I called again on XX/XX/XXXX inquiring yet again about the matter. I was informed once again that their office hadn't done anything and the loan was still in default. We waited several more business days and called again on XX/XX/XXXX. We spoke with XXXX again and we were referred to supervisor XXXX. The reference number she provided was XXXX. She stated the problem would be corrected within two business days. We called again on XX/XX/XXXX, and their office still hadn't bothered to address the issue. Since the bank sat on this for about three weeks, we were also told that Citizens would possibly be putting a late mark on our credit reports, and that there was nothing that their office could do. It didn't matter that they had ignored the issue for about three weeks. In the meantime, we received additional late notices from the bank with more late fees. The property is also in danger of foreclosure. Due to the Citizens Bank stunning apathy, and stalwart, abject refusal to do anything at all, this complaint is being filed to force them to finally address the matter. We are enclosing check images showing the aforementioned checks/amounts, along with two of the most recent late notices that were sent to us.
Company Response:
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2018-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX we had a conversation with XXXX in the recovery department. She discussed a loan account that fell under the bankruptcy law. We told her that we filed bankruptcy and it was discharged XX/XX/XXXX. She still tried to help us make a payment. When we called to make our loan payment of XXXX we were transferred to her and she took the payment. Our regular payment bounced because she sent a payment through of XXXX on XX/XX/XXXX which is the entire loan amount. When we tried to get the issue resolved by the department supervisor and a manager we were told that the issue was going to be resolved. Two days later it posted again. On Saturday I had to get help from the credit union ( a stop payment ). I have assessed fees for that and the returned payment. The supervisor told me that he wasn't sure why our credit union let the payment go through if there weren't funds available. They also sent us a check in the amount of XXXX which we returned. Yesterday I got a letter stating they tried to take the funds again and we need to submit a payment because there was a stop payment on that amount. They are still going by bankruptcy information from XXXX. I was told by XXXX today who also refused to let me speak to XXXX XXXX who I was advised to speak to directly. This has to stop because we don't have that amount for them to take. This letter also shows that they violated the bankruptcy law because the date they last made contact was in XXXX well before the limit of the bankruptcy law would have ended.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2018-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened the account on XXXX. Received a direct deposit on XXXX. Still have not received the {$400.00} bonus yet. Have already contacted the customer service. No response.
Company Response:
State: MI
Zip: 48105
Submitted Via: Web
Date Sent: 2018-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a an overdraft protect line of credit. it is setup for automatic payments. The bank failed to deduct the monthly payment from my account and therefore payment was late. I walked in the branch inside a XXXX XXXX XXXX and made a payment. The payment was not posted the account until the XX/XX/XXXX which is 3 days later thus making the account delinquent. Funds were in the account, Citizens failed to move money to satisfy {$20.00} monthly payment, thus resulting in 20.00 $ late fee and derogatory reporting to credit bureaus. the bank lost {$90.00} that later they found and applied to my account. The bank is charging me fees on fees, depleting my account of funds and then reported me late with the intention to damager my credit standing. I called and spoke with a lady who open a dispute case for me and gave me a case number XXXX and said in two weeks call to follow up. When i called, i spoke with a rep called XXXX, who was condescending and unhelpful then asked to speak with his supervisor called XXXX who was no help either. None of them could locate my dispute case and wanted to transfer me to different department to start a new dispute. I asked to speak with XXXX 's Manager. XXXX XXXX who is supposed to call me in 2 business days. Another way of saying go away we don't want to help you.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2018-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-23
Issue: Took or threatened to take negative or legal action
Subissue: Sued you without properly notifying you of lawsuit
Consumer Complaint: XXXX XXXX, XXXX # XXXX XXXX , XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX I received a warrant in debt to appear in court XX/XX/2018 for XX/XX/2018. I never received any notifications of this action being taken against me nor have I received any communication from the bank to claim the debt or allow me to request validation, dispute, or come to an agreement. I never received anything from their attorney ( listed above ) as well prior to the warrant in debt notifying me that this action was going to be taken. I was working out of state as I do XXXX XXXX using my parents address as my tax home. I have had inadequate time to contact an attorney or prepare for a trial myself. It has cost me in travel time, financially, and personally in having to manage everything in such short notice coming from CA to VA to appear.
Company Response:
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2018-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Citizens Bank advertising a promotion for a {$200.00} bonus for opening a checking account, requiring within 90 days a direct deposit of {$500.00}. Opened account online through the bonus link on XX/XX/2018, and completed direct deposit of {$500.00} to account on XX/XX/2018. The deposit was reflected in my account as a Direct Deposit. I asked an teller at the Citizens Bank located on XXXX XXXX in XXXX, MA on theXX/XX/XXXX, if a direct deposit transfer was a qualifying transfer and was told it was qualifying and in they had down so themselves. I contacted customer service by phone XX/XX/2018, to check status of bonus since was supposed to appear within 90 days, was told it would be the following week. Contacted customer service on XX/XX/2018 the 90 day mark and was told bonus would appear by the XXXX, nothing appeared. Called customer service XX/XX/2018, was first told it was XXXX business days ( promotion flyer does not state this ) call was lost and I called back. Talked to another representative who was polite and helpful and called another department and was told my Deposit did not qualify because it was not from an employer.While the flyer does mention an employer deposit as one type of Direct Deposit it was not the sole one, this coupled the I was assured by an agent that my direct deposit would qualify and at no time when speaking to agents on previous calls was I informed I would not qualify for the bonus, only that it would post soon. {$500.00} is a lot for me and I left untouched for entire summer under the belief I would receive the bonus. I had intended to use this account because Citizens Bank has a strong presence in XXXX XXXX, but now believe I got a run around and fell for a deceptive enticement.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2018-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I mobile deposited a check on XX/XX/18 for a large amount ( {$6900.00} ) for a project/job I did. I expected there to be a hold on my funds for at most a week from Citizen 's Bank. I received a letter stating there would be a longer hold than usual. I thought, well this seems fair. They want to make sure it doesn't bounce or get returned. On XX/XX/18 I received another letter from Citizen 's Bank ( see attached ) stating that they are extending the hold of the deposit until XX/XX/18. It also stated that I would not be able to use or withdraw any of my funds from the account until then as well. What I wasn't aware of is that I also have no access to online or mobile banking. I can't even make deposits to the account or cash checks at the local branch. They totally cut me off. Because I wasn't expecting all of this ( the check has cleared and hasn't returned yet and shouldn't ) my account is now in the negative I believe. I receive checks often and now I have to pay rather large fees to cash them at check cashing places and also on mobile apps as well. I've called and asked to have online access restored but was denied.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A