Date Received: 2018-04-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I turned XXXX and I had no credit I was purchased a vechile through a authorized dealer and they ran my credit multiple times knowing I had no credit I was a co under my mother
Company Response:
State: FL
Zip: 32738
Submitted Via: Web
Date Sent: 2018-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I disputed about 13 transactions on my account dating from XX/XX/XXXX through XX/XX/XXXX. For the total amount of {$5100.00}. The reason why i was disputing these charges is because the merchant failed to provide expected services, Services not rendered and inadequate customer service to resolve any issues. I had initially filed my complaint back on XX/XX/XXXX. I had filed a dispute for all those charges. I was told to wait 7 /10 business days. I waited 10 and called and they stated that they were filed wrong and was filed as unauthorized transactions. They stated the merchant proved the transaction was authorized and my dispute was dismissed. I was angry that they did not file the paperwork properly. So I I filed a new dispute and made it clear t them it was for the services and had to wait another 10days. It had seemed that every person who i spoke to during this whole ordeal that i asked names of and phone numbers all had a different story to tell but nobody had the information correct. After almost a month of filing paperwork they are still not providing me with sufficient evidence in regards to my dispute. So after waiting another 10 Days for the outcome of the dispute is was dismissed again. I had asked why and they stated that the merchant provided evidence that the transactions were authorized. I stated again that my dispute was not for unauthorized transactions and my dispute was for unsatisfactory services etc. I spoke to several customer service reps and told them that my dispute is for services and not unauthorized transactions. The last person who I spoke to her name was XXXX and she stated that they handle both types of disputes the same way. I asked her how can they dispute unauthorized transactions and services the same. She could not provide a good enough reason other then my case was dismissed. I asked her why my case is dismissed when Citizens bank failed to dispute the charges properly. I am not disputing these charges for unauthorized but am disputing for services rendered.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2018-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I set up automatic payments on a citizens bank heloc I have. The system took 2 payments in XX/XX/XXXX and did not take a payment in XX/XX/XXXX. When I received my XX/XX/XXXX statement from citizens bank it showed no payment taken. I called customer service and they advised they would fix the problem and reflect one of the two payments made in XX/XX/XXXX as a XX/XX/XXXX payment. Several days later I received a letter from citizens bank collection department dated XX/XX/XXXX. To summarize since i received that letter I have spent more than five hours on the phone with citizens bank customer service receiving totally conflicting information about my loan payments. I have received conflicting emails from citizens bank about my payments. They have now advised they see a payment to someone else 's account ( giving me the name of that other customer of theirs ) taken from my checking account at XXXX XXXX. XXXX XXXX confirms the money was drawn from my account and paid to citizens bank and it was a PHONE payment. I made no such payment. XXXX XXXX from citizens bank addressed the problem to me on the phone yesterday morning by saying they see no such record of that payment and to " prove '' to them the payment was taken from my checking account. I informed her they don't see the payment because it went to someone elses account. I have an email confirmation of the payment from citizens bank being applied to an account that is not mine. XXXX XXXX further advised that if I made a complaint to the cfpb it would " just come back to her '' which I view as an attempt to discourage me from making the complaint. Citizens bank help with this problem has been utterly incompetent and outright arrogant and smug. I would like them to confirm I'm set up for automatic monthly payments and that they have corrected the payment made to somebody else 's account. So far, they have done neither of those things. Given their contradictory customer service information and refusal to straighten out the payment taken from me and credited to somebody else 's account I am deeply concerned about this home equity lender and my account. Customer service has been nothing of that sort ( service ) and contradictory and confusing. I would recommend others be cautious with this lender because I have been given nothing but problems in the more than five hours I have had to spend trying to just make my payments and get confirmation that future payments are set up. They have also now taken money from my checking account with no authorization from me whatsoever to pay someone's ( who I do not know ) account and they have refused to correct that grievous error. By the way, the amount incorrectly taken to pay another customers loan is {$140.00}. I called my XXXX XXXX to advise that is an unauthorized payment. XXXX has credited my account but now I have to fill out a claim form with them and they have to address it with Citizens Bank.
Company Response:
State: IL
Zip: 60126
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had an equity line of credit with Citizens Bank of Rhode Island. This line of credit expired last week XX/XX/18. On XX/XX/18 I received a letter telling me to pay a {$180.00} " discharge fee ''. They further went on and said that if I don't pay this fee they will not close my account AND they will not release the lien on my house, even though I have a XXXX balance and I owed them nothing. ( see attached letter ). I tried calling the " Customer Service '' number provided in this letter and its a joke. This number was strictly for making a payment. So I could not talk to a person regarding this situation. Furthermore, the " discharge fee '' was not listed in our contract. They just popped that one on me. That is highly unethical. Reading complaints against Ciltilzens Bank there has been the same issue with other customers so this is an ongoing issue. Are they targeting Seniors because Seniors are less inclined to dispute this charge? So, in essence, they did a paper version of " ransomware '' on me by trying to extort {$180.00} from me. At this point, I can not get another loan and I can not use my credit to get another loan. Like ransomware, I can not access and enjoy my intellectual property ( credit ).
Company Response:
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: citizens bank will not approve a loan modification because I work please help me they put me in forclose because the wanT XXXX XXXX even thought Im only XXXX be dind PLEASE HELP ME MY address XXXX XXXX XXXX XXXX ohio
Company Response:
State: OH
Zip: 44129
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-21
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/2018 I closed my checking and savings account and moved all my funds to another bank. A few days later a check I had written was presented to the bank for payment of {$9.00}. Rather than refusing the check, the bank reopened my account and paid the {$9.00}. The bank then charged me $ XXXX+ a {$35.00} insufficient funds charge on my closed account and assessed me a {$30.00} per week charge for every week subsequently. Of course I knew nothing about this until I received a notice from my former bank on XX/XX/XXXX demanding payment of {$130.00}. I have tried to resolve the issue thru contact with customer service. They offered to waive one fee and told me to speak with the branch manager, a XXXX XXXX. This was to no avail. Attempts to contact the regional manager were thwarted by the banks refusal to provide his phone number or proper email address. Attempts to contact senior officials in higher offices were also hampered by promise of " I will check into that and get back to you '' I paid the bank the {$9.00} they were owed but have refused to pay the assessed fees for their stupidity.
Company Response:
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2018-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Citizens Bank has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I am writing this letter to file a complaint against XXXX XXXX and Citizens Bank. I began receiving phone calls from XXXX XXXX the end of XX/XX/XXXX. The man on the phone " XXXX '' said that I have a student loan that was past due. He asked me to verify my social security number and address. I refused to give that information because I did not know who I was speaking to and I have no dealings with this company. The man informed me that I have a loan with my daughter which was past due. I informed the man that I no longer have student loans with my daughter. I was told that the loan originated through Citizens Bank and that he is calling from the company that is now servicing the loan. He would offer no further information without verification of my identification using my personal information. I refused and said that I would call Citizens Bank and speak with them directly. I then ended the call. I called the phone number for Citizens Bank that I found online on XX/XX/XXXX. There was a young lady named XXXX who answered. I explained that I was looking for information regarding a past due student loan with my daughter. She looked up my social security number and name and could find no information in the system. She gave me the number to the student loan department. She advised that I should call them because they may be able to help me further. I called the student loan department. I explained the situation to the woman on the phone. She took the last 4 numbers of my social security number, name, and zip code. She told me that she saw some old loan information but there was nothing further she could offer. The loans were no longer in their system. I was receiving random calls from various numbers in different cities and states. I did not recognize them so I did not answer. On XX/XX/XXXX I called and spoke to a woman named XXXX at the Consumer Finance Protection Bureau. She told me the next time they called to ask for specific information in an attempt to verify who I am speaking with. On XX/XX/XXXX I received a call from XXXX XXXX from Citizens Bank. She told me she was calling from the collections department of the bank and that I had a loan with my daughter that was 116 days past due. I asked her to provide their street address, professional license number and licensing state. She began questioning why and was unable to provide any of the information.-even a street address She put me on hold stating that she was going to get someone on the phone who could give me information. When she came back, she said she had XXXX XXXX on the phone. I told XXXX that she should be able to provide this information about her company for me. I dont need to speak to another agency. She still questioned my reasoning and still could not provide any information. I said if Citizens Bank is the originator of the loan, and she works for them, how can she not provide me with basic information about the company and an origination date for the loan. I complained that she could not give the street address, professional license number or state for her employer. She tried again to transfer me to the person she had on the phone from XXXX XXXX but I hung up. I called another number for XXXX XXXX. I spoke to a girl named XXXX. She found nothing in my social security number but was able to tell me that there is a loan in her system originated in XX/XX/XXXX under my daughters information with my name for XXXX. I asked if this loan was consolidated through XXXX with the others. She couldn't tell. My daughter has been out of school for close to 10 years. She was paying her loans off regularly. She then consolidated all of the loans through XXXX. She continues to pay her loans monthly. We have heard nothing from Citizens Bank until now. She had all these other Citizen Bank loans that were being paid without incident before and after consolidation.Therefore, I dont know what is happening now. I have no more student loans with my daughter. We dont know what this loan is that has just popped up and they are trying to charge us with. They are attacking our good name and credit in the process. According to XXXX, XXXX and other websites, there is a 6 year statute of limitations on debt. Private student loan debt can have a 10 year statute of limitations. Per the little bit of information they have given me, this loan is 12 years old. Therefore, they should not be contacting us about it at all.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am once again the victim of magic math at Citizens Bank. As of Yesterday all of the same payments that show today had cleared and I had been overdraft by my automatic payment to XXXX XXXX. I had almost {$7.00} in the account so I was only in the red for almost {$16.00}. Moments ago, I opened the app to see if my IRS refund went in today. No refund ... no new payments and {$50.00} in the red. This seems to be an epidemic with this bank. How many people in the poverty bracket are they taking advantage of daily? XXXX XXXX XXXX XXXX XXXX Fl XXXX XXXX PA XXXX ( XXXX ) XXXX XXXX DOB XXXX SSN XXXX Citizens Bank Routing number XXXX My Account # XXXX
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: In XX/XX/XXXX & XX/XX/XXXX Citizens Bank took two unauthorized debits totaling {$9500.00} from my checking account to offset a student loan debt account that they had not previously made me aware existed. I disputed it immediately, and they told me that they would not refund the money to me unless I had a letter from a judge. I then filed a lawsuit against Citizens Bank Asset Recovery Department and the judge ruled in my favor. Her ruling stated that they had to refund the {$9500.00} to me ( plus court costs ), and offer a reasonable repayment plan to payoff the debt account. On XX/XX/XXXX Citizens Bank refunded the {$9500.00} to my checking account. I spoke with someone in the asset recovery department and he offered me a reasonable repayment plan of {$100.00} per month. I accepted that, and it was to begin on XX/XX/XXXX and every month on the XX/XX/XXXX day moving forward, {$100.00} would be transferred from my checking account to the debt account until the loan is paid in full. I asked for this agreement in writing for my own records. They told me they couldn't provide written documentation, but internally they would notate my file and the phone call was recorded. On XX/XX/XXXX Citizens Bank did not take the previously agreed upon {$100.00} from my checking account, even through the funds were available. They also did not touch my checking account the following months in XX/XX/XXXX or XX/XX/XXXX, and they never notified me of any failed attempts to collect the {$100.00} or insufficient funds that didn't allow them to make the transaction. On XX/XX/XXXX Citizens Bank Asset Recovery Department took an unauthorized debit of approximately {$370.00} from my checking account to offset the student loan debt account. They left me with exactly {$50.00} even. I immediately disputed the transaction at the local branch, because I had paid a bill online that once that transaction went through, would now overdraft my checking account and subject me to insufficient funds fees. The local branch couldn't help, so I had to call the asset recovery department. I requested they refund the {$370.00} because my account would be overdrawn by the next day. They denied my request, and said there's no way they would issue a refund because I still owed on the debt account and they had the right of offset. I explained there was an agreement in place with a payment plan that they didn't honor, and now they have caused me even more financial harm despite the lawsuit and agreement that was explained above. Their solution was to not refund me the {$370.00}, but if I incurred any insufficient funds fees that they would waive the next three fees. I said that's not acceptable because we previously agreed to payments of $ XXXX/month which I could afford, and I can not afford {$370.00} or more, especially when I didn't authorize a payment of that amount. I then asked for a transcript of the phone call from XX/XX/XXXX and XX/XX/XXXX. They told me they couldn't provide that information, even though they said these phone calls were recorded. I asked for more written documentation, which they said they couldn't provide. All they could give me was a transaction history upon written request from me. The person I spoke to advised to call the collection agency that had been assigned to this debt and work out a repayment plan. I explained that I already worked out a repayment plan with Citizens Bank directly and I don't think it's right to have two separate debt collectors ( the agency and Citizens ) reaching out to me to collect the same debt twice. Now I am forced to find an outside solution because of Citizens Bank 's lack of communication and failure to honor a verbal agreement to repay this alleged debt.
Company Response:
State: PA
Zip: 19150
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A