Date Received: 2018-04-05
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I spoke to Citizens Bank at Length about my account this week because it was paid past Thursday into Friday which is a banking business day and there is absolutely no reason for there to be a delay in receiving my settled in full notice so I can start new business accounts and start my payroll account with XXXX. Citizens Bank alledges that the payment did not post until XX/XX/XXXX but when I spoke to XXXX XXXX XXXX manager at XXXX, SC he informed me that the matter was paid last week. There is no evidence otherwise. the reason I mention this is I believe that there may be a NY or SC collection law at state level that states a Settlement in Full or Payment in Full Letter must be mailed in a reasonable manner. I believe the legal definition of this matter was 15 days maximum, not business days, but calendar days. If the banks holds true to their 10 ( ten ) days holding time, the matter will not be resolved within the 15 days as prescribed. I have given the bank the email address of XXXX and I was told that this would be emailed to me when available. Not receiving this document stops me cold from the ability to open a business bank account which stops me from opening an account with XXXX and that stops me from hiring people. There was a high level of harassment and unprofessional behavior during the call, to the point where phrases like, " you took our money and didn't pay it back '' which is an allegation of theft. Then the collection agent appologised and admitted her act. Harassment of this nature is a violation of Fair Debt Collections Act, or possibly state laws in NY, where the account was opened and closed. If no other fact, the behavior was not an accurate statement, as it was paid and all I am looking for is the documentation that is required to edit my XXXX report.
Company Response:
State: SC
Zip: 29349
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I had disabled the overdraft facilities so that I would not get OD charges. But I got it again. This time they said that the OD that is disabled is only valid to card transaction and not account transfers ( like XXXX ). Also, within 15 days, I got charged {$90.00} for Sustained Od along with {$35.00} OD charge. After calling them, they decreased {$35.00} OD charge and {$30.00} on charges but not all. The fact that they are agreeing to refund about 50 % doesn't mean that they are at mistake. XX/XX/XXXX Fee Rebate Dda Credit {$30.00} - {$90.00} XX/XX/XXXX Fee Rebate Dda Credit {$35.00} - {$120.00} XX/XX/XXXX POS Credit Dda Credit {$49.00} - {$150.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$200.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$170.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$140.00} XX/XX/XXXX Fee Overdraft ( 1 At {$35.00} ) |eNotice - {$35.00} - {$110.00} XX/XX/XXXX Preauthorized Debit XXXX Inst Xfer - {$95.00} - {$80.00}
Company Response:
State: CA
Zip: 95123
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
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: Two fraudulent charges fro {$450.00} were made at the XXXX XXXX on XX/XX/XXXX using my card number. I was in possession of my card the whole time and was out of state the date that this purchase was made. Citizens Bank froze my card in response to the fraudulent charge, I then called them on XX/XX/XXXX to confirm that the fraud was fraudulent. The representative I spoke with said that the charge would be removed and that Citizens would send me a new card. I received my new card and my billing statement was updated to remove the amount. On my XXXX billing statement, the two charges of {$450.00} were placed back on to my account, as an " account adjustment. '' I immediately called Citizens to dispute why the charges were placed back on to my account, as I had verified them as fraudulent, and under federal law I could only be held responsible for a maximum of {$50.00} of those charges. I was not able to get a response as to why I was re-charged for these purchases, and was told that the customer representative was " emailing the fraud investigator '' and that I would hear back in 2-3 business days. I heard nothing from Citizens and called again on XX/XX/XXXX and was told the same thing, that the representative would email the fraud investigator and that it should be removed from my account. This time I was told that it would take until the end of the week ( XX/XX/XXXX ) to get a response. I again received no response, so called today, XXXX, to again follow up on this issue. I asked that the issue be escalated to a supervisor and indicated that I would be filing a complaint with the CFPB and cancelling my account.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Getting a loan
Subissue: Fraudulent loan
Consumer Complaint: I attended XXXX in the Fall of 2015. I had applied for financial aid on the first day the application was released and sent back my information on the first day it was available. Yet, I still did not receive Financial Aid until I came to Campus for move in day. A week after XXXX break my aunt died. I had to leave to go home to MI to be with my family at that time. Because of those circumstances my financial aid situation was neglected when I came back to XXXX I was required to pay half of my balance to continue my studies. I did so. After that I received notification that there was a loan from Citizens Bank on my account. The issue? I never applied for a loan from them. It was being processed on my account even though I disputed this with the Office of Financial Aid. They instructed me to reach out to the bank itself, which I did and they verified that they had not sent me a loan for those funds. I wasnt in the headspace to dispute this. These funds never existed and prevented me from making a payment on my account At the time of the situation the loan had been processed on my account and I received no assistance from XXXX when trying to figure this out. When I looked today, the loan had been cancelled but it's existence on my account when it was never filed for is proof enough of this fraudulent loan. During this time my mother became very ill and was involuntarily committed to a XXXX XXXX. I contacted the financial aid office to notify them of this and to ask for more assistance but was told that there were no more funds in the student needs based grant program. At this time I was receiving $ XXXX/ semester and was requesting more because my mother was, as stated before, XXXX and so she was not even aware of the situation. At this same time, students and staff were stealing {$1.00} million worth of needs based grant assistance from XXXX and this is why they had no funds to assist me. In one semester a student received the university need based grant in excess of {$60000.00}. XXXX had a student stealing money for the need based grant program that I qualified for and when I contacted the Financial Aid office, which was being run by these officials and students, they refused to assist me with any further grant funds and hung up the phone on me multiple times. The people who were stealing the grant money, refused to use the funds for their allocated purposes.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: We have had an auto loan with Citizens One since XX/XX/XXXX We have paid every month since that date, with the latest payment XX/XX/XXXX. Customer service states that our account is current. We had to file for bankruptcy due to medical bills and the date of our discharge is XX/XX/XXXX. We signed a reaffirmation agreement with Citizens on XX/XX/XXXX. However on our credit report, Citizens shows our account as closed and that our payments stopped in XX/XX/XXXX, which is completely inaccurate and needs to be corrected. I have called their bankruptcy department XX/XX/XXXXand spoke to XXXX who said he needed the order of discharge faxed. We did that, still no change to our report. I called and spoke to XXXX on XX/XX/XXXX and he lied and said that our bankruptcy was not even closed, so they can't change the record. They are not interested in accurately reporting any of our payments, but they certainly do not have a problem with taking the money each month. We have a signed reaffirmation agreement and have never missed a payment and our credit report should show these payments.
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, my husband and I inquired about a home mortgage from Citizens Bank. The sales associate pulled our credit reports as part of the process. He informed me that he could not proceed because I have a " freeze '' instituted on my XXXX account. I did this -- as a matter of RIGHT -- when the XXXX breach occurred. I told the sales associate and asked if they could proceed with other credit reporting agencies. The sales associate said no. I asked to see the policy requiring reports from all 3 major credit reporting agencies. He refused to show me. I pressed again. He said that my application was being canceled, and pointed me to this : XXXX XXXX XXXX This policy says nothing about using all 3 major credit reporting agencies. And it says nothing about XXXX, specifically. Instead, it says : The lender must obtain a credit report for each borrower on the loan application who has an individual credit record. The credit report must be based on data provided by the national credit repositories. Acceptable credit report formats are described in B3-5.2-02, Types of Credit Reports. For credit report requirements in DU see below. A nontraditional mortgage credit report or other form of alternative credit verification may be used if the borrower does not have sufficient credit to enable the development of a credit score, or does not use the type of credit that is reported to credit repositories. See B3-5.4, Nontraditional Credit History, for additional information. I pointed this out to the sales associate. He said, " Thank you again for applying with us. Unfortunately we can not proceed with your application as is. '' Again, I asked to see the policy. He said that he had already showed me ( he hadn't ). I called the CFPB hotline. I was told to file a complaint online. The sales associate is : XXXX XXXX Branch Manager - NMLS ID # XXXX President 's Club - XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX - Mortgage XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NY XXXX Direct/Cell : XXXX eFax ( secure ) : XXXX Email : XXXX Web : www.citizenslo.comXXXX
Company Response:
State: NY
Zip: 11222
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-28
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XX/XX/XXXX, I purchased a new vehicle and financed a small portion of the amount. I received an introductory letter from the company which indicated I could set up auto payments, which I immediately did through the loan company 's website. In early XX/XX/XXXXI received a statement from them indicating I missed my payment and there was a late fee charged. On XX/XX/XXXX I called up the company to straighten this out. Their representative looked up my account and said I was not in their system for auto pay. I then made my payment on the phone, including the late fee, which I asked to have removed and they refused to do. I then had this person assist me in setting up the auto pay. Once it was all set up, this individual put me on hold and checked the system to make sure I was set up in the auto pay program. They came back on the phone and informed me everything was set up. On XX/XX/XXXX, I called again and asked the person who answered to make sure I was set up in auto pay. They put me on hold to check. When they came back on, they informed me I was not set up with their autopay system. This sounds like a scam to make more money by charging late fees.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with Citizens Bank with a promotional coupon that promised to give me a {$200.00} bonus if I met the terms. The terms were to set up direct deposit and have one direct deposit of {$500.00} or more, to not have been a primary signer on another checking account in the past 6 months, and to have an account in good standing. All of these terms were met, and I called the bank repeatedly after the 3 months that they told me it would take to receive the bonus. I have not received the bonus after more than 6 months.
Company Response:
State: NV
Zip: 89149
Submitted Via: Web
Date Sent: 2018-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-26
Issue: Getting a loan
Subissue: Confusing or misleading advertising
Consumer Complaint: I refinanced my student loans through Citizens Bank. When I refinanced, Citizens Bank had a promotion where they offered a {$1000.00} XXXX gift card to anyone who refinanced at least {$50000.00} between XX/XX/XXXX, XXXX and XX/XX/XXXX. According to the offer document, the gift card was to be " delivered to the borrower via email within 60 days of the loan disbursement date. '' ( see attached promotion offer document ) My refinancing note was executed on XX/XX/XXXX ( see attached statement reflecting date of note execution ), and the loan was disbursed on XX/XX/XXXX ( see attached statement reflecting disbursement date ). The note was for more than {$50000.00} ( see attached promissory note ). I am therefore eligible for the promotion, as Citizens Bank has admitted. Despite being eligible, I did not receive the gift card within the required 60 days -- which was XX/XX/XXXX. I called Citizens Bank ( several times ), and spoke to XXXX from the Priority Assistance team ( phone : XXXX ) and she confirmed that I am eligible for the promotion, but because my application was not initially flagged as eligible ( an error on Citizen Bank 's part ), they would not send me the gift card until 60 days after they corrected their error -- meaning until early XXXX -- approximately 4 months after disbursement. I explained to XXXX that Citizens Bank was in violation of the terms of the promotion, which required the gift card to be delivered within 60 days of disbursement, but I was told nothing could be done to expedite the process. I asked for the issue to be elevated to higher management but was told nothing could be done. I explained that I planned to file a complaint with the CFPB. The {$1000.00} gift card was the primary reason I decided to refinance my student loans with Citizens Bank. I would not have refinanced with Citizens Bank if I had known there would be a four-month delay in receiving the gift card, and there were several other options that I considered, including not refinancing at all. The delay is receiving the gift card has harmed me because I planned to buy a new cell phone in early XXXX using the gift card, and I need a new phone for my job.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2018-03-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-27
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Citizens Bank XXXX calls 5-7 times per day to collect a payment. After it is paid they call 2-3 more times back to back.XX/XX/XXXX online payment at XXXX XXXX XX/XX/XXXX phone calls @ XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. XX/XX/XXXX phone calls @ XXXX, XXXX, XXXX, XXXX XXXX They've been asked to stop calling me and once spoke to a rep saying it was paid, the phone immediately rings with another rep asking for a payment.
Company Response:
State: PA
Zip: 17356
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A