Date Received: 2017-12-15
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I am trying to pay off my last Auto Loan payment through Citizens bank. Since this past XXXX i have been trying to log on to their website, like i have done for the last 4 years to make a final payment, and i keep getting a message saying there is " no billing account associated with this profile ''. Which is preventing me to pay off my loan since i do n't have access to any statements. I used the " Contact us '' link and called the number and its fully automated and all i get after entering my account info is to " refer back to your last statement '' So i went to a local Citizens Branch and they told me that branches ca n't process auto loans, but they did look up my account and tell me it was still active. So i have been trying every number of Citizens Bank i could to try and get this resolved and i have yet to speak to someone.
Company Response:
State: MA
Zip: 01930
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: My husband is currently XXXX, thus out of the country. I am his Power of Attorney so that I am able to maintain his accounts. Florida is my husband 's Home of Record and we will be living in Florida when he returns from XXXX. Therefore, I need to reregister the vehicle in Florida. Since the title is a California title, Florida will not register the vehicle until the title is received by the department of motor vehicles. I called Citizen 's One Auto Finance ( XXXX ) to determine steps to have the title sent to FL, and was told to send my POA, the request form from FL for the title to be sent to the XXXX County Tax Collectors Office ( motor vehicles ), and a letter explaining the circumstances. I did as instructed and was not contacted as I was told I would be. The next week, on XX/XX/XXXX, I called to follow-up. I was granted access and told that my POA had been received, but the request form was not scanned or noted in the account. The representative told me that this likely meant " they '' were processing the request for the title. Having not heard from XXXX, I followed up again on XX/XX/XXXX, as the CA is now out of date and I am unable to legally drive the vehicle. On XX/XX/XXXX, I was told that the POA on file was invalid, as there was no name on it. I read my copy of the POA to the representative and he confirmed that there was, in fact, my name listed as my husband 's POA on the document. This representative consulted with management and informed me that, contrary to what the previous representative had said, XXXX does not process titles and I would have to request through a third party and that the third party was only open Monday through Friday XXXX-XXXX. This was at XXXX on Friday evening, so I was unable to contact them. I was also given the contact information for the " consumer counseling '' department of XXXX, and was told that this department may be able to help since the issue is, in part, due to my husband 's military XXXX. The representative stated that the recording would mention collections, but that they handled other things as well. After being given the run around from the third party and being told that it would take six weeks for the title to be received by FL or I could request the lienholder ( XXXX ) to send the title to FL, I contacted XXXX again on XX/XX/XXXX. The representative told me that there was no POA on file. I informed her that the last person I talked to was able to find it and the representative continued to insist that there was no POA on file. I asked to speak with management and was able told again to contact the third party. Before calling the third party again, I attempted to contact the XXXX " consumer counseling '' department that was referred. The representative informed me that I could only get the title if the loan was paid off, even after I explained multiple times that I understood how liens work and did not personally need to title, but rather needed it sent to FL. I then spoke with this representatives manager who rudely informed me that my account was not past due and she could not help me, then transferred me - without informing me - back to customer service. I had to explain what I needed to yet another representative who told me there was absolutely nothing she could do for me and I had to go through the third party ( i.e. pay the third party to get the title from XXXX and send it to FL ). I spoke with this representative 's manager, who said she was consulting with " the back room '' to find a solution to avoid waiting six weeks to use my vehicle. The manager ultimately informed me that there was no other option.
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: After moving home from my full time job in California ( back to NJ ) to try and help support my father and sister I have only been able to locate a part time job. My private loan with Citizens Bank/XXXX XXXX is 3 weeks of my paychecks for a part time job at {$9.00} an hour. That would mean I would n't be able to pay my car payment or car insurance ( along with other day to day necessities ) which in turn leaves me jobless. I am now behind and will never be able to catch up. Thus, both mine and my co-signers credit will be tarnished. I have called multiple times trying to work something out, even mentioning income based payment options and they have offered me nothing. They say I 've used up my deferment when I was trying to get my feet under me when I first moved to CA for work. I 've made a small payment, but the harassing calls will not stop they have said. At the end of the day I am aware that I am not the only citizen that is in this situation with college loan debt. These companies need to be more helpful.
Company Response:
State: NJ
Zip: 07860
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-11
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have not applied for a checking or savings account with this bank. Any inquiries made on my XXXX XXXX or credit file are unauthorized?
Company Response:
State: MA
Zip: 01605
Submitted Via: Web
Date Sent: 2017-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-10
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I XXXX XXXX am reporting a deeply serious complaint against the entity of XXXX XXXX XXXX XXXX XXXX, collections agency regarding there gravalicious and phony debt recovery approach in relations to a debt that has long, long ago reached it 's maturity date. XXXX XXXX XXXX XXXX XXXX, and it 's shared affiliates unscrupulous approaches to recover a debt that was originally taken out for {$2500.00}, between the year XX/XX/XXXX, and XX/XX/XXXX has long been updated and removed from all three major credit bureaus, through multiple disputes regarding many unfair charges etc. And therefore, such, debt has no genuine merits for any types of collection recovery etc. In addition I vividly remember filing multiple disputes to have this debt removed particularly from XXXX, files which was done two to three months before its removal month and year, with that being in the month of XX/XX/XXXX, and which was shared with me by a live customer service representative person on a called in over the phone through my initials of verification etc. In my closing out now, and complete analysis regarding XXXX XXXX XXXX XXXX XXXX, and whether there acting solo, or in connections with it 's counterparts to collect on a debt that has long passed it 's statues of limitations, and that has long been exhausted on it 's recovery time frame which would surely be deemed as extortion 's, ugly conspiracies to entrapment 's, tactics of manipulations, major monkey businesses, along with ethical fallacies, rhetorical fallacies, and rationale fallacies which many, many consumers in the business world and societal marketplace would deem such disturbing actions as non de minimis, and which is for surely reprehensible at all major levels etc. In further, I am quiet frankly, appalled and incredulous by all these criminal activities by XXXX XXXX XXXX XXXX XXXX, and it 's affiliates which are deeply troubling, and deliberately deeply disturbing, and with deeply intentions of culpable negligence. And as such, this entity and it 's affiliates whether they 're again, acting solo or not should be held accountable and responsible for all their collective despicable actions for trying to take advantage of me, and perhaps many other potential consumers in the marketplace etc. These types of phony business conduct causes debt restart on debts that has long been eclipsed in the societal business world and marketplace which causes many other major effects unjustly on many consumers etc. And as such, I implore for all body of governments, and all entities of consumer watch dog groups to reward XXXX XXXX XXXX XXXX XXXX, and it 's acting affiliates with stiff penalties of justices at all major levels in general etc.
Company Response:
State: IN
Zip: 46725
Submitted Via: Web
Date Sent: 2017-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I called Wednesday XX/XX/XXXX to dispute the loan balance showing on my credit report confirmation number XXXX. Citizens reported my balance as XX/XX/XXXX as {$26000.00} and XX/XX/XXXX {$26000.00}. This is a new car loan that was opened XX/XX/XXXX original balance {$26000.00}, so my balance should not be increasing. I made my first payment on XX/XX/XXXX for {$420.00}.
Company Response:
State: MO
Zip: 63031
Submitted Via: Web
Date Sent: 2017-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have never been so frustrated in my life with a company! I have a home equity loan with XXXX XXXX. Since its inception, it has been very difficult to make payments on this loan due to the fact that payments must be mailed in with a check or made made via a third party site they use which is very temperamental and does not always accept the information. If you call in to make the payment and do not have the full account number you are told they can not accept a payment without the full account number. They do not allow your identity to be authenticated via social security number, DOB etc. I have moved 2 times since obtaining this HELOC. I was told on various occassions that the only way to update my address was to provide a written letter to them which contained my full account number, my social security number and a copy of my drivers license. I was very uncomfortable with this due to that being a lot of personal information to send via snail mail! Identity theft waiting to happen! I have submitted 4 ( yes 4!!! ) auto-debit forms to them. Each time I called to see if it had been handled they would tell me it takes 4-6 weeks to process and then it was NEVER processed. I am an XXXX XXXX XXXX at a financial institution, I know it does not take 4-6 weeks to set this up! I wrote 3 complaint letters to them and never heard back at all. I would love to know if these letters were added to the complaint log they are required to keep! I recently moved again and do not have my full account number. Without that information, I was 1000 % unable to make my loan payment, even when I called in. I was told they could not take the payment. I explained the situation but it was to no avail. I finally started receiving my forwarded mail and went to make the payment online but their online system did not work each time I tried to make the payment. There were 3 attempts. I am sure there must be a way for this to be verified on their end. My address has changed. My phone number has changed but unless I write a letter to them that contains all of the information needed to steal my identity, they will not update any of my information. I understand the importance of security and ensuring they meet regulatory requirements but this is overkill and results in their clients being unable to easily make loan payments to their loan. I am now reported as being 30 days past due on my loan and this is simply unacceptable when I have tried on numerous occasions to make the payment to no avail. When they provide their response, I am sure that there defense will be that I have always paid later than the due date BUT that is due to the major roadblocks it takes to pay this bill. It 's insanity! There should be a better method for authenticating a customer so they can make a payment. It is unacceptable to turn them away and refuse to take their payment because they do not have their full account number. It almost seems like it is being done to encourage the collection of late fees. And what is the deal with the auto-draft never being set up??? I am truly at my wits end with them. I pay all my other bills on time. My last late payment with a company was in XXXX - yet here I am, being in a position where paying the bill has become so cumbersome, that I have to " schedule time '' just to try to make a payment.
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2017-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XXXX XXXX, debit card number XXXX, XXXX, the entire time I have had this account, I have experienced some problem. I asked for an internal investigation concerning XXXX, my insurance company. They were debiting my account premature the scheduled date. After XXXX messed up my account, the bank added fees and I could not recover this mess up. Then I received a letter from a company called XXXX XXXX out of XXXX, WA XXXX Stating they were the collection agency, account # XXXX, XXXX Account # XXXX, I contacted the BBB to see if they were legit, and no information was found. Please I feel this incident was a diversion to gain access to my bank account. I notices may time from the library, where the computer was stored, stating my account information was compromised. I would like to thank you in advance for your prompt attention in this matter.
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I wrote a check on XX/XX/XXXX, Check Number XXXX for {$390.00}. I got home and realized store misrepresented sale, called my bank at ( XXXX ) XXXX, requested they stop payment on the check, which had not yet posted. When it posted on XX/XX/XXXX, recalled Bank, told me I had to file a different type of claim. I went into my branch to sign documentation onXX/XX/XXXX and told Bank would not assist me.
Company Response:
State: MI
Zip: 48322
Submitted Via: Web
Date Sent: 2017-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-07
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: The complaint is in regards to Citizens Bank. I have a home equity line of credit with them. The payment was due on XX/XX/XXXX. On XX/XX/XXXX they called to tell me I was late. In actuality they were paid by bank check transfer on XX/XX/XXXX in the amount exceeding 5 times the minimum payment. I checked the account on line on XXXX in the late evening and found no record of the payment. I called their informtion line and got a message the office was closed leave a number and they will call back. They never did. I called again on XXXX and was told the payment was received on XXXX. I had checked with my bank and was told they sent the check XXXX. I can not be responsible if Citizen Bank can not record the transactions property If Citizen Bank received the payment on XXXX why did they call on XXXX. This is an harassing tactic for NO reason. I have NEVER been late with them. On another occasion the payment was made on time and the next months statement had a notion of a past due amount. I asked them to correct it and they refused. I wrote a letter for them to correct it and it was ignored. This bank is totally negligent.
Company Response:
State: FL
Zip: 34986
Submitted Via: Web
Date Sent: 2017-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A