Date Received: 2018-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is regarding XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I originated 6 loans with XXXX XXXX XXXX in XXXX XXXX South Dakota. I made all 6 XXXX and XXXX payments to XXXX XXXX XXXX. Sometime in XXXX, 3 of these 6 loans were sold to XXXX XXXX XXXX XXXX. On XX/XX/XXXX, at the direction of XXXX customer service agent, I signed up and created my credentials on XXXX XXXX Secure Messaging System Portal. Through this portal, I made all 3 loan payments. Also on XX/XX/XXXX, I enrolled into autopay for all 3 loans ( see attached confirmation emails ). On XX/XX/XXXX, our office received a call from XXXX XXXX XXXX XXXX collection agent. I returned the call on XX/XX/XXXX. I was told that I hadn't made payments since XX/XX/XXXX. The checking account enrolled with autopay maintains a very sufficient balance to cover all payments. I don't monitor this account, hence the function of autopay. I immediately inquired with the XXXX representative regarding their reporting to credit bureaus and was informed XXXX has been reporting the derogatory items to the credit bureaus. I informed them that I could make all payments immediately and requested XXXX retract the derogatory credit reporting items. I was passed back and forth between XXXX Departments. I was initially instructed that XXXX couldn't make any changes to their credit reporting and would have to contact the credit bureaus directly. Then another XXXX representative told me to write a letter to their research department and they'd look into it ( see attached letter & XXXX response ). Given the conflicting responses and lack of concern for my credit and my financial future, I declined making payments. I inquired with my legal counsel as to next steps and direction to resolve this matter. I was advised by my counsel to make payments and bring account current. On XX/XX/XXXX I made this payment and am now current. However, after receiving an update of address letter on XX/XX/XXXX ( see attached ), XXXX commenced foreclosure without any notice on 1of the other loans and XXXX now won't accept payment. Additionally, 5 days after my initial communication with XXXX, XXXX sent notice of foreclosure on this property. I have never received physical mail prior XX/XX/XXXX from XXXX XXXX XXXX XXXX nor had I received any notifications of cancelled auto pay via XXXX XXXX Secure Messaging Portal. I was told my a XXXX representative that XXXX was using the wrong mailing address and that their system had noted mail being returned from their mailing address on file. My closing disclosure documents with XXXX XXXX denote my personal home address as my mailing address. XXXX has my personal address in their files. I need XXXX to correct their mistake and remove all derogatory credit reporting. I've spent many hours trying to remedy this with no help from XXXX XXXX XXXX XXXX.
Company Response:
State: SD
Zip: 57108
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I originated 6 loans with XXXX XXXX XXXX in XXXX XXXX South Dakota. I made all 6 XXXX and XXXX payments to XXXX XXXX XXXX. Sometime in XXXX, 3 of these 6 loans were sold to XXXX XXXX XXXX XXXX. On XX/XX/XXXX, at the direction of XXXX customer service agent, I signed up and created my credentials on XXXX XXXX Secure Messaging System Portal. Through this portal, I made all 3 loan payments. Also on XX/XX/XXXX, I enrolled into autopay for all 3 loans ( see attached confirmation emails ). On XX/XX/XXXX, our office received a call from XXXX XXXX XXXX XXXX collection agent. I returned the call on XX/XX/XXXX. I was told that I hadn't made payments since XX/XX/XXXX. The checking account enrolled with autopay maintains a very sufficient balance to cover all payments. I don't monitor this account, hence the function of autopay. I immediately inquired with the XXXX representative regarding their reporting to credit bureaus and was informed XXXX has been reporting the derogatory items to the credit bureaus. I informed them that I could make all payments immediately and requested XXXX retract the derogatory credit reporting items. I was passed back and forth between XXXX XXXX. I was initially instructed that XXXX couldn't make any changes to their credit reporting and would have to contact the credit bureaus directly. Then another XXXX representative told me to write a letter to their research department and they'd look into it ( see attached letter & XXXX response ). Given the conflicting responses and lack of concern for my credit and my financial future, I declined making payments. I inquired with my legal counsel as to next steps and direction to resolve this matter. I was advised by my counsel to make payments and bring account current. On XX/XX/XXXX I tried making this payment. However, after receiving an update of address letter on XX/XX/XXXX ( see attached ), XXXX commenced foreclosure with the a letter from XXXX, XXXX XXXX XXXX ( see attached ). I have never received physical mail prior XX/XX/XXXX from XXXX XXXX XXXX XXXX nor had I received any notifications of cancelled auto pay via XXXX XXXX Secure Messaging Portal. I was told my a XXXX representative that XXXX was using the wrong mailing address and that their system had noted mail being returned from their mailing address on file. My closing disclosure documents with XXXX XXXX denote my personal home address as my mailing address. XXXX has my personal address in their files. I need XXXX to correct their mistake and remove all derogatory credit reporting. I've spent many hours trying to remedy this with no help from XXXX XXXX XXXX XXXX.
Company Response:
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I applied credit card and rejected my application got the letter on XX/XX/2018. My application id is # XXXX. After contacting customer care they said they were not able to find credit history and asked me to send SSN fax. I did my SSN fax on XX/XX/2018 and confirmation number is # XXXX. Between XX/XX/2018 and XX/XX/2018, an inquiry made by CITIZENS BANK was added to your credit report. They rejected my application because i am staying in USA on XXXX XXXX XXXX, Credit report manager confirmed this on XX/XX/2018 evening around XXXX XXXX. Why they pulled my credit report again? What is the need of those many times doing hard inquiry? They didn't inform about that. Kindly do the needful.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens Bank- Again. Payments that posted as pending on XX/XX/XXXX, showed a deduction in my balance on Citizens app. Then they were again deducted after three days. I telephoned my bank and the representative agreed with me. There are several mathmatecal errors showing my ( now lack ) of funds. I've caught Citizens using magic math in the past. Now, it's becoming an epidemic.
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a checking account with citizens bank since XX/XX/XXXX. I arranged for automatic checking account deductions for a service at that time. After I moved from New York, I left the checking account open with a balance remaining in the account of approximately {$2000.00} as I had automatic payments coming out of the account. When the balance was at XXXX, I switched to my new checking account and closed the Citizens bank checking account. Unbeknownst to me, the account remained open and there was a line of credit attached to it. When one of my creditors submitted a final automatic payment, the overdraft line of credit was accessed in the amount of {$20.00}. I did not have notice of this event and had no idea that I had a line of credit or that I now owed Citizens {$20.00} on that line of credit. Months later, I have found on my credit report that I am delinquent. When I contacted Citizens to inquire I was advised that I must pay {$190.00} due to late fees and interest. I offered to make the payment online and close the account, but I was informed that the only way to do so was to come into a local branch. Because I was no longer in the area, my elderly father went to the branch to pay the account and resolve the credit report issue. Citizens accepted the payment but stated they could not expunge the derogatory entry on my credit report. This was unfair and deceptive as I was led to believe this matter would be corrected upon payment. Moreover, since I had no notice of the line of credit access or that I had a balance, Citizens bank accrued charges to my detriment in excess of {$160.00}.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had low funds. A charge came through that caused the account to go negative ( less than {$3.00} ). When I noticed I quickly added {$3.00}. They still charged me {$35.00}. Then an additional {$30.00}. They have this : {$5.00} Overdraft Pass comes automatically with all personal checking and money market accounts. ATM and debit card overdrafts of {$5.00} or less are included if you are enrolled in Debit Card Overdraft Coverage. This should have prevented the fees. They should refund me the over draft plus all fees. {$65.00}
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2018-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This complaint is regarding my online baking with Citizens Bank ( Citizens Financial Group , Inc. ). I am using my online baking bill pay feature to pay a credit card bill at XXXX XXXX. The Citizens Bank bill pay feature allows you to enter an " Amount '' to pay and a " Deliver By '' date. On Monday morning XX/XX/XXXX, I entered the " Amount '' of {$3200.00} and the " Deliver By '' date of XX/XX/2018 and submitted the payment. After the payment is submitted I received a confirmation page indicating that the payment was scheduled for a '' Deliver By '' date of XX/XX/2018. The due date on the XXXX XXXX CC was XX/XX/2018. On XX/XX/2018 I noticed a late fee from XXXX XXXX in the amount of {$32.00} as well as {$51.00} in interest ( I pay the full amount every month to avoid interest ) and called XXXX XXXX. They stated that they did not receive the check from my bank as of yet. The waived the late fee and asked that I check back in a day or two as maybe it was in transition. On XX/XX/2018 I checked my online baking and it stated " Check # XXXX was mailed to XXXX XXXX Credit Cards for receipt byXX/XX/2018 '' however XXXX XXXX still did not receive the payment. I then called Citizens back and they stated that the check was sent out, possibly on the XX/XX/XXXX and that it was the US Mail who did not deliver it yet. My complaint is directed at Citizens deceptive wording on when the check is delivered. Using the words " Delivered, '' " Delivered By '' and stating " Check # XXXX was mailed to XXXX XXXXXXXX Credit Cards for receipt by XX/XX/2018. '' are inaccurate. Because of this I incurred interest and a possible late fee not to mention a hit to my credit history. Additionally when I called Citizens Bank and had to wait 26 minutes on hold for someone to speak with, they started to tell me that the word " Delivered '' and " For Receipt '' means it could have been mailed or sent electronically from the bank on that date and that XXXX XXXX would not receive it for 3-5 days however they didn't seem sure themselves.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I called Citizens Bank to close my checking account on XXXX. My balance was at {$0.00}. I was instructed by the representative to go to a branch ( I moved 1500 miles away, there is no Citizens Bank for 500+ miles ) or buy something and make it a {$0.00} balance ... .all over XXXX XXXX. I immediately transferred the money out via XXXX pay over the phone while on the line with the rep and brought it to {$0.00}. I was told by the representative that the debit card was now canceled and the account was closed. On XXXX I checked the account and saw it was - {$10.00} from a debit charge from XXXX from that same day. If that card was actually closed/cancelled when it was said to be, that never would have gone through. Again, called the customer service line, XXXX balanced the account immediately by XXXX instant transfer, since I can't make deposits at a branch, and the card was shut off, but the account could not be closed until the recent charge cleared, which took until the next day ( reflects as XXXX ). The day after ( XXXX ) my bank reflected - {$35.00}. I was charged an overdraft fee for the charge that was not supposed to go through in the first place, but also did not actually leave my account at a negative balance as it was taken care of that day it hit. I get up this morning ( XXXX ) to check the account again to speak to an agent to finally close this out, get the overdraft fee waived as it was not charged for applicable reasons, and I see money refunded from a prior purchase of {$27.00} went through and a FEE REBATE of {$7.00}, bringing this account to a XXXX balance. The final problem from the list of many is that I did not authorize Citizens Bank to use that {$27.00} towards a FEE REBATE of 1 ) a charge that was never supposed to go through but I still paid for an brought the account back to XXXX and 2 ) a {$35.00} overdraft fee that should not have been charged, clearly as it was attempted to be refunded entirely with this recent fee rebate. $ XXXX = {$7.00}. The account should have been closed on XX/XX/XXXX, the {$10.00} charge should not have gone through if the debit card was actually canceled, the balance was XXXX out again and I waited for the pending charge to clear, the {$35.00} overdraft fee should not have been charged as I cleared the charge out the SAME day it went through over the phone with someone, the {$27.00} that was refunded to me is not Citizen 's money and should not have been used to " discount '' ( for them! ) the overdraft fee rebate. I called for the THIRD time, spoke to a very nice and more informed representative who said this account was now actually closed but did not agree with the fee rebate amount either. Because I wanted my {$27.00} back that was returned to me and was my money, I had to RE-OPEN this account now in order to submit a claim to get it back, because apparently paper checks aren't an option and I need to have an account with them to get my money, that I did not authorize them to take/use, back?? Now we wait. This bank is NOT for " Citizens ''. It is corporate greed.
Company Response:
State: LA
Zip: 70806
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Im a retired teacher with multiple XXXX that affect focus memory and cognitive activities. I receive accidental XXXX pension paid at end of month. Citizen Bank every month there is an overdraft at beginning of month so they collect fees all month. Every month I loose up to a quarter of my pension to fees. There appears to be a pattern of payments that are scheduled for first of month not posting to up to two weeks later. Even when I dont use account debits occur. Last month I had {$900.00} on Friday when I went into hospital and a XXXX XXXX overdraft when I got out. In past three years they have taken over {$4000.00} in fees.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint from XXXX XXXX XXXX XXXX [ XXXX ] ( a subsidiary of Citizens Bank , National Association - Primary Regulator OCC, Secondary Regulatory - CFPB ) On XX/XX/18, I sent in my correspondence with XXXX to cancel PMI due to my balance being below 80 % and having no past due payments. On XX/XX/18, XXXX indicating I would either need to get an appraisal or broker price opinion to ensure the value of my house has not decreased and ; therefore, confirming the loan-to-value is indeed below 80 %. I promptly sent in my check for the broker price opinion ; however, I have yet to hear back from XXXX. It is now XX/XX/18. If I hear back from the bank soon, I will still need the broker price opinion completed and sent to the bank and confirmed that the value has not decreased. I estimate that will probably take another month before that is completed. I now have had 2 months of payment PMI when I have had my loan-to-value below 80 %. I think the bank is not compliant with the Homeowners Protection Act.
Company Response:
State: IA
Zip: 51104
Submitted Via: Web
Date Sent: 2018-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A