Date Received: 2018-09-10
Issue: Problem when making payments
Subissue:
Consumer Complaint: * I got a loan through Citizens One ( C1 ) for a new XXXX XXXX as a part of the newly launched XXXX Upgrade Program from XXXX, which is managed by C1. As a part of that process, I turned in my XXXX XXXX to XXXX XXXX XXXX on XX/XX/XXXX ( receipt attached ) * Got an email from C1 a month later on XX/XX/XXXX confirming new loan in upgrade program and confirming payoff of old loan ( attached ) * I got a letter dated XX/XX/XXXX from C1 - " final notice '' about issues with my loan despite no calls, emails, or other letters previously indicating there was an issue * I called C1 immediately and was told monthly payments weren't being made on my loan and it was in default. I told the CSR that was wrong and I was looking at my XXXX statements that showed the money being deducted on the XXXX of every month. I was then told the issue was actually a balance of {$440.00} due on the payoff of my old loan that was never made by XXXX. * I worked with XXXX ( manager of XXXX XXXX XXXX store ) to confirm payoff was made and there were no discrepancies on XXXX 's side. Then responded to C1 with the attached documents and pointed out their own email said the loan was paid off. Both XXXX and C1 pointed fingers at one another and I tried my best to resolve. * I wrote a letter to C1 on XX/XX/XXXX outlining the issues and the resolution and got no reply, so I presumed it was resolved ( attached ) * Went to apply for XXXX XXXX loan and was declined due to " poor credit history with C1 '' * Called and they said the {$440.00} balance was charged off and I was in default and could only get a phone by paying for it in full. * Made 4 follow up phone calls to try and resolve * 1 ) First CSR ( XXXX ) said hed escalate the issue and someone would get back to me in 2-3 business days * 2 ) Second CSR ( XXXX ) said shed give it to her boss immediately and Id get a call back in the next 24 hours * 3 ) Third CSR ( XXXX ) said no supervisors were available - they had all left for the evening and suggested I call back after midnight. * 4 ) Fourth CSR ( XXXX - XXXX ) said no one is available until XXXX. Also told me they do not provide calls back or escalations which everyone else told me they actually did do. Also told me the case ID number that I was given was incorrect. Correct case ID XXXX. I advised them they are in breach of my contract for the XXXX upgrade program. * I wrote a second letter to Citizens One on XX/XX/XXXX notifying them the issue had not been resolved and they were defaulting on their obligations under the contract ( Terms and Conditions of the XXXX Upgrade Program, Section 2, Upgrade Option. In subsection E, Termination of Original Installment Loan After Exercising Upgrade Option ). Again, I got no reply from them. ( attached ) * I had to pay for the full cost of a phone out of pocket, despite being enrolled in the XXXX Upgrade Program * I then decided I would sue C1 to get a court to compel them to rectify the issue. I attempted to get a copy of the contract for the terms under which I could bring a case against them. They are unwilling to provide a copy of the contract, despite calling in to request it on 3 different occasions. * 1 ) XX/XX/XXXX at XXXX. Requested copy of contract per language on C1 website advising me to call. CSR informed me requests take 72 hours to process and I should expect a copy of my contract via email at XXXX. No contract was received. * 2 ) XX/XX/XXXX at XXXX - XXXX . Made a follow up call to inquire about the status of the contract. Was told that they dont send emails, and they dont turn around these requests in 72 hours. It takes 7-10 business days and comes via mail, and he would submit a request to have it mailed to me. * 3 ) XX/XX/XXXX at XXXX - XXXX . Person that dealt with it on XXXX did not resubmit the request. Case number XXXX. 7-10 business days. * I'm now permanently unable to use the Upgrade Program despite being a perfectly good customer for the last 2 years with no issues.
Company Response:
State: CA
Zip: 94107
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/18 I was charged an Overdraft fee of {$35.00} because I did not have the funds in my account to cover a check. That is fine, that was my error. On XX/XX/18 I deposited {$120.00} & {$100.00}. One check covered my overdraft from XXXX and the other was additional funds for my account. An auto-deduction of {$64.00} hit my account on this same day ( XX/XX/18 ) and my bank charged me another {$35.00} OD fee which should not be charged since the funds I deposited hit my account the same day. This seems to be a constant problem with Citizens Bank. This is my 3rd complaint against Citizens Bank for doing this exact same thing. I could see if my deposit had not cleared my account but it had cleared my account the same day and was available for withdraw. I have written to Citizens Bank about this and get the same response, nothing. I refuse to call them again and get into a discussion with them over this because they will justify it by saying the withdraw hit before the deposit. This is not true if they both hit the account on the same day. Would you please contact them and have the {$35.00} returned to my account. Thank you! XXXX XXXX XXXX
Company Response:
State: DE
Zip: 19810
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Once again, Citizens Bank uses creative accounting, by changing the order of transactions. From being overdrawn by one transaction to 5 and charging {$35.00} for each one. When I made a deposit to cover the one overdraft, another check came in, which bounced. now there are 6 overdraft charges. The last check they bounced was for my certification to XXXX in New Hampshire allowing me to go back to work, which now I will not be able to. The next group of charges will be for {$30.00} each and every day I am overdrawn, taking up all possibility of making ends meet, or replacing the check made out to the New Hampshire Treasury.
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/18. I called Citizens Bank On Line Banking and informed the rep. XXXX that the payment posted on XX/XX/18 to My XXXX XXXX XXXX XXXX ( XXXX XXXX ), did not receive the payment. I also informed her that I have the confirmation # and on XX/XX/18, I submitted a request for an investigation be made regarding this matter. XXXX responded that she checked and verified that the bill was successfully paid an there were no returned payment and there is nothing she can do. I asked to speak to her supervisor. A few minutes later, XXXX XXXX XXXX, her supervisor, came he basically said the same thing. I suggested that maybe he can fax some kind of paper trail to XXXX XXXX. Something to help them track the payment. He gave me his direct phone # so I can get the fax # from XXXX XXXX. Unfortunately XXXX Had no fax #. I can contact them through my XXXX XXXX secure email. I called XXXX XXXX back shortly after, and we made arrangements that he would fax me the info the following day - the XX/XX/18, and I would then email it to XXXX. XXXX XXXX never called or fax or responded to my calls on the XXXX or the XXXX.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: After talking to two bank representatives that if I made a deposit, that my funds would be available the next day, I deposited my paycheck in the amount of {$1800.00} into Citizen 's bank on XX/XX/2018 at XXXX. Well to my surprise only {$200.00} was released to me the next day. My funds were on hold. The week before the deposit I had opened an online account with the bank and an online representative had also told me funds would be available the next day.. I agreed to terms and conditions, but nowhere in it have I read that my paycheck would be on hold for 5 business days, who would have agreed to such a policy knowing you would need your money? On XX/XX/2018, I went into the bank and spoke with XXXX who told me my paycheck was on hold until Monday XXXX XXXX. When I asked her can't they call the bank the check is written on to verify the funds, she told me they don't do that anymore due to privacy rights. I find this so hard to believe knowing the day of technology that we live in. As of the date of this complaint, XX/XX/2018, I have been without my paycheck for 7 days now and my bill collectors don't care that it is for 5 business days! I feel as if this bank is punishing me for whatever reason. I have heard of banks holding funds for 3 days but 5 unbelievable! I even asked XXXX on XX/XX/2018 if I could just get my check back and she stated probably already gone through the process once scanned, but wasn't sure
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Other service problem
Subissue:
Consumer Complaint: Complaint regarding : XXXX XXXX XXXX, XXXX MA. I owned my first home when I was 25, and owned it for 13 years. I thought that selling it, just like buying it, would be a nervous, exciting and joyful moment that I would treasure forever. The XXXX XXXX XXXX XXXXXXXX XXXX MA. made my experience horrible, unforgettable, frustrating and stressful. Not only did they display unprofessionalism by giving us unrealistic timeframes and closing dates, but they were not transparent in their information sharing. Throughout the whole process my realtor had to demand answers. At times reaching out to multiple partners involved in the situation. Thankfully, they were able to get their affairs in order and we did not have to start the process over with a new buyer, but I was willing to do so because they were not taking us seriously and were uncaring about our situation. If you want a positive customer experience, a bank that offers you transparency and peace of mind when youre buying or selling a home do not do business with the XXXX XXXX XXXX XXXX XXXX MA. Although the memory of selling my house will forever be tarnished, I thank XXXX for a great realtor that fought to get answers and provided full transparency regarding the situation.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a loan with XXXX. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and XXXX with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/2018.
Company Response:
State: NV
Zip: 89134
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have a traditional IRA account with a local bank. I have been trying for several months to transfer the account to an IRA account at another bank. I have filled out all the required forms and sent to the new bank. The new bank forwarded the forms to the bank holding my account and NOTHING happens. The new bank keeps telling me that they are waiting for " the check ''. They advise me to call my bank to expedite the process. I did that and am told that the transfer is " on hold '' because information is missing. Next it was a " medallion signature guaranty '' that was missing. I get that done. The new bank sent in the forms again. Again no response. I call again and was told the forms had not been received, and what address they had been sent to. I confirmed the address [ the one on my account statement ] only to be told that that is not the right address. [ the previous - rejected - forms had been received at that very address ] Meanwhile, the local branch - I have a checking account there - can not help because " they are a separate company from the XXXX XXXX and are not related ''. I tried to contact the " representative '' listed on my statement [ XX/XX/2018 ] - got a message that she does not work at the bank anymore. I am XXXX years old, trying to make my life easier by consolidating my bank accounts. I have been a customer with this bank for many years and I find this experience horrifying! It's my money. They know me personally. All forms properly have been filled out and submitted. They have a verified signature. They keep putting obstacles in my way to keep my money in the account. What can I do to break this cycle .... or do I have to expect this to happen with all my " retirement accounts '' [ with some other other banks ] when I want to transfer or close an account???
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I've repeatedly complained but to no avail. This morning I noticed that payments that were marked " on hold '' on Friday now show as coming out today. Citizens holds larger payouts until a poor man 's account is low and the system changes the arrangements of payouts on the app balance sheet. Then, they fine me for an overdraft. They do like to remind me that I read the Terms And Conditions. But my credit isn't bad, just not good enough to be considered for overdraft protection. This IS now matter how it's worded, a tax on me for being poor. Please help. I'm working one whole week to pay back fees that my neighbors aren't all charged.
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I received a postcard in the mail for my Citizens Bank One Deposit Checking account ( # XXXX ) The postcard offered a {$50.00} bonus for making three online bill payments with the new checking account between XX/XX/XXXX and XX/XX/2018. I made three such payments between XX/XX/XXXX and XX/XX/XXXX. Per the offer terms, that bonus was due XX/XX/XXXX. I have still not received it. I sent the company a secure message in XXXX and have still not heard back.
Company Response:
State: PA
Zip: 19355
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A