Date Received: 2018-07-20
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I had an investment in an IRA fund that went out of business. The company sent me a check. I opened an account with Citizens Bank {$34000.00}. The rate was to low so I decided to move that money to another IRA account with better rates. Citizens Bank DID not advise me that funds could not be moved twice in a year with out a government penalty. I was issued a XXXX. I called Citizens to try to resolve the problem.. Citizens bank claimed I told the bank manager I was using the fund for home improvements. Just a made up lie. I put the money in another IRA account.
Company Response:
State: NH
Zip: 03079
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted a complaint already XXXX. I have been trying to get my cosignor released. First they told me I didn't make 36 consecutive payments and sent me a denial. Then after I contacted them they realized they were wrong and had to resubmit the form again stating that us citizenship was not checked off. I then was told they could take it verbally and the a letter stating it had to be resubmitted again. I then receive a letter dated XXXX stating I meet the eligibility of cosignor release. Then on XX/XX/12 I receive another denial letter. This has been going back and forth with stating it will be then it won't be. I hope the cfpb will look at this and agree that citizens stated the cosignor should be released and process this with out any more issues.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a line of credit with citizens bank for 10 years my payment was {$980.00} a month the line of credit expired XX/XX/2017. I tried to extend it for 2 more years or tel I sell my home the bank never respond to me I try to contact them many ways never got any help and then the bank turned it to a 15 years mortgage without my signature and my payment jump to {$3700.00} a month. No way I can afford it. Also never send me any payment book or link it to my bank account. I told them that I work over seas I can't just leave and deal with this. I asked them to extend my line for some time so I can get my finances together. I was with them for more than 15 years never missed a payment. Now they are taking my house from me it is amater of no court.
Company Response:
State: NJ
Zip: 08080
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I signed up for a checking account on XX/XX/2018 that promised a {$150.00} bonus for receiving a direct deposit of {$500.00} within 90 days. I received a direct deposit of {$500.00} on XX/XX/2018. Per the terms of the deal ( which I took screen shots of as proof ) the bonus was due on XX/XX/2018. More than two months ago. I got the run around on a phone call to customer service earlier this month, and my detailed secure message sent on the website on XX/XX/XXXX has not been responded to.
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: CITIZENS BANK the credit limit and account balances are incorrect
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: This is for a complaint of an account for a report of XXXX dollars missing out of my Citizen 's Green Savings Account. While in the most currant occupation, I managed to open a savings bond for investment holding. The account was linked to the bond but no transaction was made before the money was missing. thus an income by-weekly, a suppliment of income was deterred. I was inflicted, mournful, and dreaded of this mistake. In the prior time i made a report of the money missing to the clerk minutes after and the next week, no call was made to me and no police arrival. after 2 and half years another incident escaladed by another transaction for XXXX which became a close call but made assurance to the neglega of the last incident. I made a call to the FDIC and police to make repamands but still yet, no closure of the incident. -Sincerely, XXXX XXXX
Company Response:
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-18
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: This is issue started when my mother XXXX XXXX got preapproval from her bank to purchase the vehicle from me, through Citizens One. She was approved on XX/XX/18 and the only document left to process the loan was the pay off letter. The bank does not accept verbal pay off confirmations it has to be in a memo. So since XX/XX/18 my mother had tried calling XXXX to get this. She was not able to get through to anyone. Then on XX/XX/18 my mother attempts calling in the early morning hours, with no luck she informs me and I start attempting at the end of XXXX XXXX start of XXXX XXXX and the automated phone system was not working. It kept denying my fax of 14 day pay off letter and would automatically redirect me to the consumer finance rep but no one ever answered or I could never get through after astronomical waiting time. I then tried the collections line XXXX and spoke to representatives that kept transferring me back XXXX and at one point transferred me over the mortgage/home loan department that said they couldn't do anything as they are strictly mortgages and said they'd find someone to get on the line and then redirected me to the consumer finance at XXXX. This was even after repeated attempts at asking to get a supervisor or manager on the phone to help me get what I needed. At about XXXX or XXXX MST I informed both my mother and boyfriend of the struggle and both of them proceeded to call in and hold for the same department or to get someone that could help. It seems no one was listening to my request to get someone higher up with a higher title to get this letter sent. There were instances when I was on the phone and after an hour of waiting it would hang up two consecutive times and the last few times it did that I just gave up. It was after XXXX XXXX my time and my mother 's bank, XXXX XXXX XXXX XXXX, has to have documents sent in by XXXX XXXX EST which is XXXX XXXX MST. Well my boyfriend, XXXX XXXX, was able to get through to someone which is surprising as he's not the account holder and every time I asked for a supervisor I was redirected to the automated line system and I was getting very angry I wasn't trying to get anyone in trouble I just wanted the letter sent. XXXX texted me and said an " XXXX '' gave him this number XXXX that was for managers so I called it. Again, another automated system that says, " You have reached the immediate customer response team if you know the extension wish to reach please dial it now, '' then a dial tone is hear for a few rings then it says, '' currently there is no one staffed for this line, '' then hangs up. So I told him and then he calls back and does the same process until he gets to speak to a manager that said they were sorry they had no idea that the number wasn't working and that they'd fix it and if a supervisor did not call me back Tuesday XX/XX/18 to call that XXXX again and someone would help. I just want to add they had all of this noted, some of the reps said I can see the notes and see you've been calling from the notes log so they knew I was after this one thing. In total with the amount of time me, my mother XXXX, and boyfriend XXXX XXXX spent was over 7 hours. I was on the phone for 4 o XX/XX/18 I get a call from someone stating they were a supervisor, that they were gon na waive the fee associated to have it faxed, it will take 1-2 business days, and put a " rush '' on it as the bank is only allotted so many days for a loan application and the loan officer is leaving for vacation at end of business close today XX/XX/18. Well it's now XXXX XXXX MST which means it's XXXX XXXX EST and still no letter has come through.
Company Response:
State: MT
Zip: 59101
Submitted Via: Web
Date Sent: 2018-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have an auto loan with Citizens Bank. I was late on two payments because of extreme hardship conditions. In my 14 year credit history, I have only these two late payments. In order for me to apply for apartments or loans to get a home, as I am a single mother of XXXX young kids, I asked them to remove/change the items on my report as a Goodwill adjustment. I called XX/XX/XXXX, and they sent me the attached letter, stating they investigated the issue ( not what I asked ), and because it is correct they can not remove the items as a goodwill gesture ( which in the case they were incorrect, this would not be a goodwill gesture, rather the legal thing to do ). They claim this is per FCRA regulations. I called the Consumer Finance Customer Service Department XX/XX/XXXX, and the gentleman put me on hold to see what he could do, then told me they can not remove late payments per FCRA law. He also told me, as did the person I spoke with XX/XX/XXXX, there was no one in any other positions I could speak to about this issue, nor was there anywhere I could send a goodwill letter to. On Citizens Bank website there is a credit repair page that even advises consumers who wish to repair their credit to contact creditors and ask for goodwill adjustments and/or write them a letter. I was a single parent, pregnant, homeless, and in a hopeless situation that I never hope to be in again. Otherwise, and in the future, I pay all my bills on time, and do not see why they will not take the time to listen to me, work with me, or even give me an opportunity to mend my issue. I paid both months that were late, including the late fees. I feel like they are not being forthcoming by using the FCRA regulations as an excuse for poor customer service.
Company Response:
State: CA
Zip: 90807
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In the event where the bank collected PMI, does the government realize the bank told me deliberateluy not pay mortgage for 3 months because it would qualify me for a loan modification. This was an obvious scam., so they could collect. Where does it leave the house if the promissory note ( which was fraudulent ) now that it is separate from the actual deed. It still gives the bank no right to hold my home hostage, continue to deny and accept modification apps, and add interest to loan, while I am still making contact with them.
Company Response:
State: NH
Zip: 03801
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-16
Issue: Getting a loan
Subissue: Confusing or misleading advertising
Consumer Complaint: Hi, I am writing to report Citizens Bank for predatory lending, false marketing, and high-pressure sales tactics and practices. Citizens Bank falsely advertised eligibility criteria that do not correspond to their actual business policies, and its officers pressured me to apply for a loan I would not be eligible to receive. On top of that, Citizens Bank 's officers refused to provide any clarification as to what the actual eligibility criteria are. I completed XXXX school in 2016, and I have student loans that I have been looking to refinance at a better rate. As an international student on an XXXX visa, I couldn't find any program that would deem me eligible. In XXXX of this year I received a mail ( scan attached ) from Citizens Bank prompting me to apply to refinance my student loans. The eligibility criteria attached clearly state that " US citizens, permanent residents, or resident aliens with a valid US social security number residing in the United States '' are eligible. On XX/XX/XXXX, I decided that I would be interested in the product, and I proceeded to process a rate quote online. After receiving a rate quote, I was prompted to apply. The website confirmed the eligibility criteria included in the mail I had received earlier, under which I would be eligible. Knowing that most student loan refinance programs are open only to US citizens or permanent resident, I decided to proceed with more caution, and I opted to call Citizens Bank 's customer service to receive more information. Citizens Bank 's officers revealed that the eligibility criteria listed on the mail I received are not correct. In fact, they shared with me that, as a resident alien ( with a valid US social security number and residing in the United States ), I could not apply on my own. I could only apply with a US citizen or permanent resident co-borrower and, if I did, my income would not be counted towards my debt-to-income ( DTI ) calculations to determine eligibility. In my particular case, I could have applied together with my wife, who is a US citizen. Only her income would be counted ; however, both my liabilities and hers would be included. In order to understand whether I could feasibly apply, I inquired about what is the maximum DTI allowed, and I was told that that is proprietary information that can not be shared. Despite all of this, the representative pushed me to still apply to see whether I could be approved or not. Knowing that my DTI calculated without including my income would be high, I decided not to proceed with my application. I shared that I would complain with the CFPB, and a few days later I received a mail ( attached ) stating that my income would not be considered on this application. However, their marketing materials never indicated this. Luckily, thanks to my background I have knowledge of predatory lending and practices, and I was able to recognize this before applying. Unfortunately, other consumers might not be as informed, and will fall trap of these subdolus practices. I appreciate your help ensuring that other borrowers don't fall trap of these false claims.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2018-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A