Date Received: 2018-05-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are reaching out for help, with the hope you can help keep a family in their home. We have a son with XXXX XXXX XXXX. After enrolling into an educational program, he lost his XXXX in XX/XX/2016. Anyone familiar with this diagnosis is aware there isnt a magical cure or treatment. We fought, and eventually were able to have it reinstated. But during this time, we were dependent on our savings and fixed income. Because of our tax return, we were able to get to XX/XX/XXXX without missing a payment. With just XXXX paycheck, medical expenses and XXXX children, even with our best efforts we fell behind. When we were finally on our feet enough to be able to put together a month or two, our bank declined the payment. They wouldnt take our money or work with us to make it right. We wanted to get back to paying on time, as we had before, but they said they wouldnt do anything until we paid the entire balance. For twelve months, weve been working on trying to get back on track. Weve been battling simultaneously for our sons XXXX, which has been resolved, and also to keep our home. Weve filled out, collected and sent in paperwork over and over because it always somehow got lost. Id receive letters in the mail, but every single time I tried to reach someone on the phone, Id be on hold forever and never reach anyone. It was, and is still a nightmare.
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2018-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-23
Issue: Getting a loan
Subissue: Confusing or misleading advertising
Consumer Complaint: This complaint is for both Citizens One Bank and XXXX in advertising to consolidate/refinance student loans. The advertising is misleading showing a lower interest rate to gain interest and personal information. I have asked for a " rate table '' from each and they stated I had to go through the application process. After doing so, the rate is significantly higher than anything stated on the advertising. I have perfect credit, so I am complaining because I know no one is getting the stated rate. The advertising states 3.50 % but the lowest option is 5.5 % once I fill out the application. After that I get bombarded with emails, calls, and mail to the information I provided on the application for a " soft credit pull ''. Can you please stop these people from wasting time and trying to deceive people into worse student loan debt!
Company Response:
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2018-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: I went to my bank, Citizens Bank of Friday XX/XX/2018 at XXXX to send an international wire. The employee filled out the wire form and I specifically stated I wanted to wire {$4800.00} US. She completed the form and I left with a signed photocopy. The next morn ing, Saturday, I woke up and checked my accept and realized that over {$5100.00} was a withdrawn from my account and not the {$4800.00}. I immediately went to the bank and they said there was nothing that could be done until Monday. I went to the brach on Monday as soon as it opened and the person said there was nothing she could do so I said recall the wire. I called the recipient of the wire and he said he had not received anything. So I told the employee to immediately recall the wire ad refund me all the money that was removed from my account. The employee said she would and to come back in a few days. I checked my account the next day and still no refund. Went back to the bank and the employee saids she was working on it. I checked my account every day and kept going back to the branch for a period of two weeks. Finally, I noticed the branch had a new manager and I asked him to investigate. He produced to me his copy of the wire paperwork which has cross outs and changes and bore no resemblance to my copy. I also told the manager that the employee had been watching my account, refused me the wire fee and had refunded three overdraft fees I was charged because she sent too much money and made my account overdrawn. The manager said there was nothing he could do and my money was gone. I then called the main number for Citizens and spoke to someone in the wire department and sent them copies of my original paperwork and the bank 's altered forms. She called me back and said they contacted the employee and first branch manager and they said I orally told them to change the amount. This is a lie. I said to the person working in the wire department, if I told them to change the amount, how come there s no paperwork with my signature authorizing the change and why would these two people be refunding me fees since the overdraft would have been my fault and not theirs? It has now been over three weeks and I just called Citizens again. told them the recipient of the wire finally rec lived the money and is willing to return it but does not want to incur any fees. I told Citizens to get the money and pay me back my money as I do not want any fees either. Citizens told me they can not help. I am VERY UPSET. Can you help me please.
Company Response:
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2018-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Hello, I opened online an platinum checking account with a {$400.00} promotional bonus after certain requirements are met. I have tried for a week to confirm that my account is coded correctly as I have received no confirmation of the {$400.00} bonus is attached to my account. 1. An online inquiry sent on XX/XX/18 has gone unanswered as of XX/XX/18. 2. A call to customer service has been met with we do not have that information. 3. A call to web account opening department has been met with we can not see that information. 4. A transfer from # 3 above to the sales department had me transferred back to # 3 above.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My name is XXXX XXXX and my address is XXXXXXXX XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX Early this year I have closed my account Checking Account XXXX and my Overdraft Line of Credit account XXXX with Citizens Bank. XXXX XXXX XXXX XXXX, XXXX XXXX It took a while to ascertain that all the balances were XXXX before the account was closed. I never received a written confirmation of the account closing. In early XXXX I noticed that Citizens bank reported a 30-day past due balance on my account which significantly dropped my credit score. I reached out twice to the Citizens ' customer service with the rep always assuring me there's no balance one my account and that they are not sure of the origin of the adverse credit report information. When I finally got on the phone with a more senior rep named XXXX and can be contacted at XXXX, I was informed that I somehow have a {$7.00} balance on my account and since I have no account with them, I can not get a bill - neither in the form of a letter, or a phone call or an email. And the late fees are accumulating, and the fact that I am not paying is leading them to report to the credit agencies.
Company Response:
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have hard inquires I did not authorize one onXX/XX/XXXX from " on site manager '' & two from " citizens bank '' onXX/XX/XXXX & XX/XX/XXXX, these two from citizens bank were supposedly for an XXXX, I was told by XXXX there would no hard inquiries & did not authorize them to do any.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a Home Equity Loan and was told the following : The rate for your loan was at 8.74 % and the max allowed was 7.39 % so we can not proceed. This was after pulling my credit. This individual XXXX XXXX said he could not explain it any better and he sent me an e-mail saying the same thing with no clearer an explanation.
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2018-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I was an authorized user for many years on a Citizen Bank Credit Card. After charging {$7500.00} for my Attorney several weeks later my husband disputed the charge and took me off as an authorized user. When I used the card I clearly was an authorized user and no dispute should have been a cepted. I owe this money and it was paid then retracted. I was within my rights and they are doing something illegal. I have no income he is my legal caregiver and i am his financial responsibility going on 36 years. I need that {$7500.00} to be paid to XXXX XXXX XXXX. The charge was made In XX/XX/2017. The card was and is still in my name XXXX XXXX XXXX
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I XXXX XXXX ; XXXX reserve all of my unalienable rights forever and always. I never had a Citizens Bank account of any kind. Citizens Bank is saying that I do. My identity was stolen and an account opened in my name without my knowledge or consent. Citizens Bank does not have my consent to report any of my private information with any person or any company. Citizens Bank may only communicate with me in writing..
Company Response:
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: on Friday XX/XX/XXXX i went into my local branch to pull money out for my rent. at first i pulled {$400.00} out and got my teller receipt. and notice that i still had {$93.00} left. i asked teller XXXX. is this correct because my online bank said less. and i show him my phone, and he said he didn't know why it said that but what he says on his screen was correct that i had XXXX i asked again are you sure? he said yep all your transactions have gone threw that is your actual available balance. i said OK cool let me pull {$90.00} out then. he said ok and gave me the {$90.00} dollars. as im currently in dispute with the bank for XXXX XXXX XXXX for two {$35.00} over draft fees and money they took out of {$1.00}, {$6.00}, {$16.00} from XXXX going in and taking money out putting it back in. and messing my account up. before these unauthorized transactions started happening. so im waiting for that money which they have not gave me a provisional credit to my account yet. so the mean time while im on the phone with customer service i asked about why i was XXXX negative. i told her what the bank teller told me she dont see were he would of told me why i would have that amount.then she said it looks like your going to have another {$35.00} over draft fee, i said oh great that's lovely. she told me to go to the bank and take it up with them. i told my self if something like this happened again i was just going to close my account down.on XX/XX/XXXX i had my boyfriend go to the bank for me, to deposit {$37.00} dollars to bring my account current, and he did. so today on my day off i went to the bank and spoke to XXXX one of the bankers and i told him. i would like to close my account that i said the next time that something like this happened again i was going to close my account, so please close my account he said ok ill be right back. he went in and i guess he was trying to help me out and went to talk to the bank manger XXXX. about 3 mins later the both walk back into XXXX office and the bank manger had two papers in her hand she said 'hello XXXX XXXX did you put a tip down when you were at XXXX XXXX. 'yes i did '' she said yea its never a normal amount when you go out to eat. i said right i was trying to even the amount. she said well thats the problem and thats why you have and over draft fee. i said ok well i still want to close my account im just done. she continue to still talk about the fees and im like cool can i please close my account? she still kept talking about the problem and i told her i didnt care i just want to close my account and leave please can i close my account, please please, please i would like to leave and close my account and i said to XXXX can you leave i dont really like talking to you and im done here and done with you so shoo off. she said no im the bank manger i dont have to go any were! i said im requesting you to leave. she said you know blank if your account was straight you would not have this problem, and i said well i forgot and she was like so are you saying its the banks fault? then i was like yah i guess so maybe they should have a fast update. i said well anyways why am i still here talking about this XXXX can i please close my account down. she like " well you know blank i was going to offer you something but im not now because you want to close your account i said sure you ya right your famous for " no '' and she acted appalled about it and tried to drag XXXX into it but XXXX did not want to be in the middle of it, so he didnt say anything. i said dont believe that one min you were going to offer me something. i said can i go? and close my account i said common XXXX please can i close my account. then XXXX said " XXXX go ahead and close her account not because she wanted because i requested it. and im like ok finally. on my way out i didnt get im sorry or thank you for banking with us nothing ... nothing at all got my XXXX cents and was on my way. so i was very upset leaving i went down to speak to XXXX at branch XXXX i stressed my concerns with her and told her i was in the middle of a claim and wasn't for sure how i would get my money back. she told me it would probably be best to keep it open until then you can do whatever you want after that. i said OK and i re opened it at XXXX put a dollar in. then XXXX asked did XXXX tell you about are protection i said yes and i don't like it because im still paying something to the bank and i fell that is not protecting my pockets by them taking {$12.00}. she said well there a free way to do mobile alerts has anyone told you about that and i said no. so she told me about the text and mobile banking app alerts and i told her i will keep that in mind if choice to keep this bank and i went on my way so im requesting in itemizing below : 1.XXXX the bank manger to be fired at XXXX 2. she was going to offer something now i feel in tiled to something for my inconvenience embarrassing yelling at me of the {$35.00} over draft fee of XX/XX/XXXX 3 .XXXX refund : {$1.00}, {$6.00}, {$16.00} and two {$35.00} over draft fees from XX/XX/XXXX transactions. 4. they need to update the whole image and there online banking and stop saying no for every little thing
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A