Date Received: 2023-09-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Citizens Bank Credit Card Fraud Department on XXXX I lost my physical card and someone made fraudulent purchases. The bank contacted me and I told them it wasnt me. Even when I was on the phone someone was trying again the young lady informed me. After that I received a letter telling me Im responsible for those purchases after their investigation. I did not make any of those purchases and Ive been trying to speak to a representative from the claims department for 4 months now. They keep telling me that someone will contact me. The first time they said I have to wait 2 billing cycles. Then they said 14 business days and the last two times I called they told me to wait 72 hours. They said theres nothing they can do and I cant contact the claims department. So Ive been waiting on a call to get this resolved for 4 months now. At this point it feels as though theres nothing I can do l. Ive done my due diligence and Ive contacted them more times than I can count in this time period with not even a call back. I just want my funds back for the purchases I didnt make. Once again this is regarding the CITIZENS BANK CREDIT CARD FRAUD DEPARTMENT.
Company Response:
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem when making payments
Subissue:
Consumer Complaint: I had my account on autopay for many months and payments always were collected on time. Just recently I saw my credit score had dropped significantly and I traced it back to CitizensPay. I opened my account portal and it still said autopay was on. I went to the saved payment method and it was my credit card for my business. I paid off the balance that was left for the last 4 months and the payment went through just fine. I called them and they said I hadn't been paying and they have emailed me. The emails had been going to spam. I had no idea it wasn't being paid. I got this loan through XXXX which is my security system for my business. I have seen all my XXXX payments going through each month. I wasn't even really aware of this loan which was a separate cost for the equipment. This must be why it wasn't on my radar and things were going to spam because I never even interacted with this CitizinesPay company. I was just automatically signed up for it when I signed the XXXX paperwork. I also don't understand why this loan is affecting my personal credit when it's for my business equipment and was being paid by my business accounts. Now I can't get any business loans because my personal credit score has dropped so much. This is putting me in an absolutely terrible position and I might lose my business because of it. I can pay them off completely if necessary. The payments are only $ XXXX. I can pay them {$1000.00} if necessary. I have that available in my account now. I was not avoiding payments from them and do have the money. The main problem was their emails are going to spam. That is on their end. Maybe many people are reporting their emails as spam. XXXX
Company Response:
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. Account name : # XXXX XXXX # XXXX Citizens pay credit line XXXX has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response:
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I sent out a dispute for billing error to CITIZENS BANK N.A., three times for a credit card ending in XXXX, which the company was in receipt of the dispute. I have a proof of mail and delivery. I questioned the account and its balance of XXXX XXXX according to the fair credit billing resolution. CITIZENS have not wrote me back or proof on anything that I asked for. In additon, they violated the fair credit billing act by not sending me a response of receipt of the dispute in 30 days, they accelerated charges to the account with two interest payments, and they added a late fee to the account. CITIZENS wrote me stating that they are attempting to collect a debt while still in a billing error dispute. They also took adverse action against me and put a latement on my consumer report defaming my character. I lost XXXX points to my credit score. XXXX from the XXXX XXXX spoke with me and apologize about what I have experienced which I have that recorded. He informed me to send them all documents via email, to take a look at it, that man never even emailed me back just to let me know that he recived it. CITIZENS are not incompliance with what is right by law. They forfeited on collecting. I filed a notice of default/intent to arbitrate, if I dont hear back I am filing AAA according to our arbitration agreement in the next two weeks.
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: Hello I want this debt collection from citizen bank of {$630.00} to be removed. XXXX XXXX XXXX is in violation of 15 USC 1692. ( C ) ( A ). A debt collector may not communicate with a consumer in a connection with the collocation of any debt. XXXX XXXX XXXX is in violation of 15 USC 1692. ( B ) ( 2 ). Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall not state that such consumer owes any debt. XXXX XXXX XXXX is in violation of 15 USC 1692. ( B ) ( 5 ). Not use any language or symbol on any envelope or in the contexts of any communication effected by the mails or telegram that XXXX XXXX XXXX is in violation of 15 USC 1692. ( C ) ( A ). A debt collector may not communicate with a consumer in a connection with the collocation of any debt. that the debt collector is in the debt collection business or that the communication relates to the collection of a debt. XXXX XXXX XXXX is in violation of 15 USC 1692. ( D ) ( 2 ). The use of obscene or profane language or language the natural consequence of which is to abuse the hearer or reader.
Company Response:
State: MI
Zip: 49507
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In accordance with the fair credit reporting act, this creditor has violated my rights under 15usc1681 section 602 states I have a right to privacy 15usc1681 sec 604a section 2 it also states a consumer reporting agency can not furnish an account without my written instructions under 15usc1666b a creditor may not treat a payment on a credit card under and open a consumer credit plan as late for any purpose And the company is citizenpay
Company Response:
State: CA
Zip: 94589
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear CFPB, Citizen 's Bank is not adhering to the protection order for credit reporting under the statute below, SEC, 4021 Credit Protection During Covid-19. ( I contacted their customer service on a recorded line on 9/1/2023 ; they seem not to know the Credit Protection allocated to individuals whom the COVID-19 pandemic has impacted. No delinquency can be reported to the following credit agencies until after my account 's XX/XX/XXXX due date. CITIZENS BANK XXXX XXXX XXXX XXXX CT XXXX Phone # : XXXX Account # : XXXX Date of communication : XX/XX/XXXX {$4700.00} Status before the Covid-19 Pandemic : NEVER /LATE Credit reporting We're required by the Fair Credit Reporting Act to report all account information accurately to the consumer reporting agencies. XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX innovis.com SEC, XXXX Credit Protection During Covid-19. ( Please review the attachment - 120 days after the end of the Pandemic, all creditors must refrain from reporting delinquency or modifying terms up to 120 days after the end of the COVID-19 Pandemic. ) Please review the official start day of COVID-19 by the World Organization of Health ( XXXX XX/XX/XXXX ) Please check the official end day of COVID-19 by the CDC - ( the Covid-end date was XX/XX/XXXX ) Regards, XXXX XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I requested a pdf copy of my fully executed note, deed, and final closing disclosure. The Citizens Bank refused to provide the information.
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I tried switching to biweekly mortgage payments in XXXX and XXXX of this year. The correspondence that Citizens Bank of XXXX XXXX, VA sent me during this process was unclear and not forthcoming. This resulted in me missing a payment and being assessed a late fee of {$56.00}. Once that issue was resolved, the biweekly auto draft started coming out of my account. Fast forward to end of XXXX early XXXX and my auto draft biweekly payments stopped. I called citizens customer service and spoke to several individuals and they have no idea as to why this occurred. I am deeply troubled and concerned with the way this Bank operates. I think they have dishonest business practices and are intentionally making it hard for me.
Company Response:
State: ND
Zip: 58501
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2023 I attempted to transfer {$10000.00} from my bank account with Citizens Bank to an account I have with XXXX XXXX XXXX XXXX XXXX. I went through the process of verifying my AAFCU account with Citizens Bank, but my transfer was flagged as possible fraud, the transfer cancelled and my account frozen. After multiple attempts to get it unfrozen, I was able to clear the matter up with a Citizens representative over the phone on XX/XX/. I was told to initiate another transfer, and that there would be no issues on the next one. I proceeded to initiate another transfer of the same {$10000.00}. After several days of it not appearing in my XXXX account, I contacted Citizens Bank again regarding the transfer. I went into a local branch and dealt directly with a representative. He called the banks transfer department and was told over the phone that Citizens had definitely transferred the money and that XXXX must be holding it. I contacted XXXX and they said they had no record whatsoever of any transfer for any amount from Citizens Bank. Today I spent over an hour on hold to finally speak to someone at Citizens, who finally admitted that some mistakes were made but still made the claim that Citizens had attempted to send the {$10000.00} to XXXX, but that my credit union didn't verify that the account belonged to me so they wouldn't allow the credit union to accept the funds. The representative claimed that once they put a hold on the {$10000.00} until XXXX verified I owned the account I was sending money into, even though I had verified it before I was even allowed to attempt to transfer money. Then something timed out and they froze my account so they were " unable '' to return my money. They said that they're going to try returning the money now, but it's going to take several days to appear back into my account and there is nothing they can do about it. This seems insane, since they never actually sent and money in the first place. They've been holding {$10000.00} of my money and have not allowed me access to it for almost 3 weeks.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A