Date Received: 2018-01-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I called XXXX at XXXX Bank on XX/XX/XXXX and left a message. XXXX returned my call on XX/XX/XXXX and asked for screenshots of the reported balances on my credit report. I emailed the requested information on XX/XX/XXXX, called and confirmed they were received. I was told to give him a few days to research and he would call me back. However, I called XX/XX/XXXX to check the status and left a message for XXXX to call me back as I have not heard anything. This is a repeat issue Ive been having with this company.
Company Response:
State: MO
Zip: 63031
Submitted Via: Web
Date Sent: 2018-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: my account showed positive this morning now the bank is saying that it is in negative it is I had a credit go in the same day as transactions went out. they have changed it around so that my account appeared to be in the negative first. this is so unfair and seems to be constant with citizens bank
Company Response:
State: MA
Zip: 02180
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Bank is telling back in XX/XX/XXXX that they did not receive my loan payment. Which they did receive. All my loan statements have shown that i am paid to date. XXXX XXXX XXXX takes my payment out every other week and sends them a check. I have check numbers to prove this. They just this week sent me a late notice paper. Before this one i received this week i have not received one in the past. My account is paid up to date and they are telling me its not paid up to date. They have also reported me to the credit so my score dropped tremendously. I have called them they are making me wait till XX/XX/XXXX for answer on how they are going to fix this issue.
Company Response:
State: CT
Zip: 06082
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-10
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Citizens Banks has engaged in a pattern and practice of lending consumers " overdraft '' lines of credit at exorbitant interest rates to its customers with no notice of such loans, and no prominent disclosure of the interest rate at which such loans are made. Citizens then lets the loans languish while the consumer has more than enough funds to pay the loans off. Citizens has been able to do this by encouraging the use of " paperless '' statements. In my personal experience this has happened on several occasions to the point where I finally cancelled the overdraft feature of my account in XXXX of XXXX. I was certain I had paid the full outstanding amount of any overdraft loan at that time, when approximately two years later I learned that I had yet another overdraft outstanding balance from XXXX. I have been caused to pay {$1000.00} on this {$2000.00} loan in the course of two years when I easily could have paid it off. I am on the phone now with Citizens Bank ( have been on hold for one hour ) and they are telling me that I have to GO TO A BRANCH to pay the overdraft loan when I have {$34000.00} in my account. I need to pay the {$2000.00} immediately because I am applying for a mortgage and will suffer irreparable harm if I am preventing from doing so. I believe Citizens is intentionally making the repayment of such amounts so they can continue to profit from the unfair, onerous interest amounts they charge consumers.
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2018-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: Getting a loan
Subissue: Confusing or misleading advertising
Consumer Complaint: XX/XX/XXXX, I submitted an application to refinance my loan with Citizens Bank. This was based on the offer received via post office mail of a fixed rate loan along with a {$1000.00} XXXX gift card upon approval. When I applied for the loan I did not see the promotion on the web site so I contacted Citizens Bank, email and phone, at which point I was assured it would n't be a problem and they could honor this offer because it was still active. This occurred on XX/XX/XXXX. I contacted Citizens Bank again XX/XX/XXXX with a concern about their website and document submission, I reiterated my interest in the gift card and was told it would be handled upon approval. After waiting until XX/XX/XXXX with no contact with Citizens Bank, I was notified I was approved for a loan. This part created the reason for my complaint. Firstly, I was told because I did not submit a promotion code when I first applied in XX/XX/XXXX, I was not eligible to get the gift card they assured me I would get upon approval. They told me I needed to apply again for a separate loan altogether to be eligible for that offer. Plus, if I waited 5 days to do the new application they would have to do another hard check on my credit to see if I qualified for that second loan. Secondly, when I was navigating their online application, they attempted to steer me into opening a direct deposit checking account. In order to proceed through the application you either had to apply for the checking account or call for technical support to guide you decline their offer. This is what prompted me to contact citizens bank on XX/XX/XXXX. My XX/XX/XXXX phone call was a basic run around. I spoke with 2 representatives that told me that I would n't be given the gift card unless I started over. When I balked at the additional account they told me that when I look at my application again I would be allowed to proceed pass their checking account offer without a problem. After my conversation with them I felt uncomfortable doing business with this company and told them to remove my application from consideration. I was obviously left dissatisfied with their service. My concern is that they hooked me into applying with an offer they later refused to honor. Plus, when I thought I was as the final steps of taking their loan, they tried to steer me into applying for an account that i did not want and could not decline unless one of their representatives unlocked my online application.
Company Response:
State: NY
Zip: 11729
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This borrower has a loan with Citizens one for which she obtained a loan modification back in XXXX 2016. She fell behind on that loan and was able to use the New York State Mortgage Assistance Program ( NYS-MAP ) to fully reinstate the loan. Soon after she receives a mortgage statement showing additional " recoverable fees '' that were never disclosed previously.In order to complete the NYS-MAP we requested that all fees should be added to the reinstatement quote and these fees are appearing after a reinstatement was done. We have tried reaching out to Citizens One who first acknowledged that there might have been an error to then claim that the fees are justified. Since then no matter how many pressing messages we left it 's been weeks of waiting for an answer, nothing no matter how we turn, they seem to avoid giving a real answer. They keep on calling borrower with different info and can not seem to show why she was given the " new fees '' added to her mortgage after her reinstatement. They try to justify them as Foreclosure fees but home was not in Foreclosure at the time.Therefore there were no need to add the total {$1500.00} fees.
Company Response:
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened a 1-year certificate of deposit with XXXX XXXX The account was opened online even though I lived in XXXX. In XXXX, we received a letter reminding me that the CD was about to mature and I needed to take action to receive my money back, otherwise it would roll over into a new CD. I called the number listed on the letter to ask to withdraw money but was told I had to go into a branch to receive the funds. I told the adviser that I had moved 6 months ago and getting to the branch would take a 2 hour drive. I was told that there was no way I could get my money without driving to a branch and no further assistance was offered. I called back 4 times over the next few weeks and no one seemed to be able to help me. I am sure I am not the only person who has moved away from the XXXX area. I was directed to call a branch and they directed me back to the call center. This happened multiple times. Finally, in XXXX, I was given an address in Rhode Island to mail a letter to that would authorize the money to be returned to me without going to a branch. I mailed the letter and about a month letter, I was told that I missed the 10 day window to withdraw the funds. I missed the 10 day window because no one knew how to help me. I was told to either pay {$50.00} or wait until 14 months to get my money. This is not fair - please help!
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2018-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: For more than fifteen years, I have had a municipal bond account with Citizens Bank in XXXX, Rhode Island. Several years ago all my bonds matured and I had approximately {$40000.00} sitting in an account. I met with a Citizens representative at the XXXX branch office and discussed new municipal bond purchases. I questioned the representative about fees that he would receive, He explained his commission. I bought {$40000.00} of new municipal bonds. Several years passed. XX/XX/XXXX, 2017 I received a letter from Citizens informing me there was a {$75.00} annual fee for managing my account. If I did n't pay, they informed me, they would withdraw the money from my account. I called the information number. They told me the fee had previously been charged only to accounts under {$10000.00}, but it had been changed to under {$50000.00}. The person told me I could complain to a second phone number. I called the second number and left a message/ They returned my call and left me a message with the same information. The {$75.00} fee amounts to theft. They sold me a product for a price, and I bought it. Then they changed the price, siphoning off {$75.00} a year for the life of the bonds, reducing the value of the product I bought.
Company Response:
State: RI
Zip: 02905
Submitted Via: Web
Date Sent: 2018-01-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens one sent me a letter in respect of non-payment of the " Property Taxes. '' Not only I do not have a tax dues rather no bill even sent in yet ( according to the city office. ) This can be confirmed by calling to XXXX XXXX XXXX @ XXXX. The person I spoke to in the city office is XXXX. The main complaint I have against Citizens one is there non-existent customer service and wasting customer 's valuable time. The contact phone # : XXXX provided in the aforementioned letter never connects to any one in their Real Estate Tax office. It just disconnects after going through all the menu options. It 's to mention that the same complaint in writing was made to Citizens One previously, and I was promised that this problem will be rectified. It appears nothing had been done other than constant harassment of the customer. I can be reached as follows. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX XXXX : XXXX Fac : XXXX E-mail : XXXX
Company Response:
State: MA
Zip: 01085
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: i did not request a look for any credit information about me.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2017-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A