Date Received: 2017-08-08
Issue: Problem when making payments
Subissue:
Consumer Complaint: This letter is a request to resolve the lending and servicing allegations as indicated below. Previously requested resolution in calls and correspondence to Citizens Bank and XXXX XXXX have been ignored. Issues remain uncorrected. A. XXXX XXXX have never missed a payment. B. They have never been late according to the loan terms. C. They have a no fee early, repayment clause, in the contract. Issue One : 1. According to the loan application and Truth in Lending documents the agreed rate is 13.38 % ( attached ) 2. Citizens or XXXX changed the rate to 13.39 % before repayment began. ( attached ) 3. According to the loan amortization schedule and Truth in Lending documents the monthly payment was to be {$680.00} ( attached ) 4. Citizens and or XXXX changed the monthly payment to {$670.00} for the first two payments. ( attached ) 5. This resulted in a loan repayment shortfall ( call XXXX/XXXX/XXXX ) 6. In attempt to correct the shortfall XXXX and or XXXX attempted to bill {$690.00} ( attached ) 7. According to XXXX in a phone call in XXXX, Citizens and or XXXX re-amortized the loan. XXXX/XXXX/XXXX 8. XXXX XXXX sent a certified letter to correct this issue. Nothing changed. ( attached ) 9. Additionally XXXX and Citizens refused to respond to any correspondence for over 50 days. Issue Two : 1. Citizens and XXXX offer a 0.25 % rate reduction for auto debit. 2. For XXXX XXXX this would allow around {$5.00} a month extra principal to paid each month. 3. This would allow XXXX XXXX to pay off their loan faster. 4. However, Citizens and or XXXX reduced the payment this amount resulting in no savings and cancelling out the benefit of the interest reduction. ( as shown in attachments ) 5. By changing the amount due Citizens and or XXXX denied XXXXXXXX XXXX the opportunity to repay their loan faster. 6. They changed the amount due without a new loan contract or agreeing in writing with XXXX and XXXX XXXX. Issue Three : 1. XXXX XXXX have the right to pay off the loan in advance without penalty 2. According to XXXX paper bills, and CFPB guidelines, a letter with special loan servicing instructions may be sent and requested to be kept on file. 3. You may request extra payments be applied directly to principal rather than the next months payment. 4. Payments applied to the next months payments typically go directly to interest. 5. XXXX XXXX sent a letter to XXXX requesting any and all extra payments or additional payments beyond the amount due be applied directly to principal. 6. Directions were ignored. Issue Four : 1. Citizens and or XXXX applied extra principal payment towards the next month payment. XXXX, a higher up, lied to XXXX XXXX telling him the loan was applied to principal. This is not the case. 2. In previous calls incorrect loan product information was given out by employees. Issue Five : Citizens has been reporting this debt as an educational debt when in fact it is a personal loan. Citizens and or XXXX is charging XXXX XXXX a different interest rate than agreed to. Citizens and or XXXX changed the amount due resulting in a loan shortfall. Even though the customer did nothing wrong. 3 occurrences. Citizens and XXXX re-amortized the loan due to their own actions. Citizens and XXXX allocated the loan incorrectly. 1 occurrence. XXXX employee lied to XXXX XXXX. 1 occurrence. XXXX employees gave false or misrepresented details regarding a financial product. Citizens and XXXX rate reduction scheme hurts consumers and negates any benefit by lowering payments. Citizens knew the issue at hand but refused to correct it in a timely manner or any manner at all.
Company Response:
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2017-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XXXX XXXX , 2017, I went to the XXXX XXXX XXXX , XXXX , PA XXXX branch of Citizens Bank of Pennsylvania ( hereafter, Citizens Bank ) and opened a Clearly Better Business checking account. I worked with a bank representative to open this account. During this process, I explained to the representative that I did not want overdraft protection. I understood that Citizens Bank could charge fees for paying my overdraft charges, and I did not want to pay these fees. I was told by the representative that my account would be configured such that overdraft charges were not paid, and therefore no fees would accrue. On XXXX / XXXX /2017, Citizens Bank paid a charge to my account that resulted in an overdraft fee of {$39.00}. Subsequently, on XXXX / XXXX /2017, XXXX / XXXX /2017 and XXXX / XXXX /2017, Citizens Bank charged Sustained Overdraft Fees of {$30.00} each, for a total of {$120.00} in fees following a single overdraft event. I can provide screenshots of my Citizens Bank online account homepage to substantiate this. My complaints are as follows : 1 ) Citizens Bank intentionally misled me during the opening of this account. I was told no overdraft service would be provided, and no corresponding fees would be charged. This was false. 2 ) Regardless of whether Citizens Bank agrees with # 1, above, Citizens Bank violated its own terms when charging Sustained Overdraft Fees. On page 9 of the Business Deposit Accounts Fees and Features document provided to me when I opened my account, under the Sustained Overdraft Fee heading, the document states, If your account remains overdrawn for 3 or more consecutive business days, on day 4 we will start to charge a Sustained Overdraft Fee of {$6.00} per day for each day it remains overdrawn up to a total of {$69.00}. The Sustained Overdraft Fees that Citizens Bank actually charged are not calculated in this way ( the {$6.00} fees that Citizens Bank claimed it would charge can never multiply evenly into the {$30.00} fees that Citizens Bank actually charged ). Further, Citizens Bank has thus far charged a total of {$90.00} in Sustained Overdraft Fees for a single overdraft event, far exceeding the stated cap of {$69.00}. Citizens Bank has therefore violated the terms governing my account, as stated in the document that Citizens Bank itself provided to me at the time I agreed to open the account, in an intentional effort to defraud me out of additional monies. 3 ) Citizens Bank did not inform me via USPS mail or email that an overdraft had occurred, or that Sustained Overdraft Fees were accruing. I only realized this because I logged into the Citizens Bank website for an unrelated purpose. Citizens Bank intentionally did not notify me of an overdraft in an attempt to maximize the time until I could resolve the overdraft during which time the bank could continue to accrue fees for itself.
Company Response:
State: PA
Zip: 18301
Submitted Via: Web
Date Sent: 2017-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-14
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I got a copy of my credit report from XXXX but first from XXXX and I saw that Citizens Bank reported me for being late in XXXX of XXXX but at the inception of it, I gave them permission to take directly out of my checking account which I see on my statements. The money is taken out MONTHLY. Also, I pay several times a month to pay it down but I never, since I got the HELOC, what the balance is?! If the bank made an error and There are also gaps and reporting that I did not pay for months when, as aforementioned, they auto-withdraw every month except this monthXXXX as I do NOT trust Citizen 's Bank. Frankly, I do not even understand why they are listed at all as negative on my credit bureau but it IS APPARENT THAT THE BANK MARKED ME LATE?! A deducted it on the XXXX day -- why is it on and affecting MY credit score which contributes to bad risk on my car insurance, high-interest rate on my car payments, etc I tried several times since XXXX to see my account but if I say ( upon either going into a branch or by phone that I want to see my balance ), it seems illegal or unjust the people just say nothing but that is it ...? At one point, I was transferred to the HELOC Department and was told that there is NO RECORD OF ME EVEN HAVING An HELOC?!?! Also, a Senior bank rep, XXXX at the XXXX XXXX XXXX branch, called that department because, through U.S. Postal Service, I got a letter stating that for some reason it is closed and when XXXX called and was given a reason, he would not tell me???? That is peculiar ... I do not ( as of this date ) see neither my checking or HELOC and no correspondence so where or to who is the money going to and why am I blocked from seeing on my end what is going on with my money but the rep, XXXX has since been transferred out of that branch on XXXX XXXX. Please help.
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2017-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had taken a home equity loan with Citizens One. This year the loan came due. They told me they were going to foreclose on my house if I could n't pay them XXXX. I was never late or missed a payment. I have been trying to modify this loan for a year this month. I have been through the process 5 times now. My home is worth XXXX. Because of a divorce and other issues that are coming to an end this month I could not come up with XXXX. Please help! I can make payments as I always did and do n't want to lose my home I 've had for 27 yrs. Because of this the have trashed my credit. It 's clear to see on my credit report. Please help
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-11
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have a private student loan through Citizens Bank. The servicing of the student loan is through XXXX. The loan program has a auto debit incentive which reduces the interest rate. As this change in rate is not on the note or disclosure statement it is my understanding that they are required to show whether or not it is applied on my monthly statement or otherwise disclose if it is being applied to the current rate. XXXX contests this and has told me that they are not required to disclose this, that i need to manually calculate the rate monthly and check to see if this is applied. Am i correct that they are required to disclose this? If so can you point me to the particular regulation on point so i may pursue my grievance?
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2017-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I found out, on XXXX/XXXX/XXXX upon entering the bank because the my App on XXXX would not update and an account ( which a bank rep told me to close over 5 years ago because of costly fees for transfers to pay down my HELOC was costing too much money to transfer in fees?! ) There was an overdraft of {$8.00} on an account I thought the Fraud Department should have noticed as I never used because I thought the bank Representative closed it??? I was shown my account on the computer & I saw {$2300.00} ++ {$100.00} 's a day transferred into my checking account but suddenly It disappeared AGAIN which I NEVER SAW BEFORE THEN? I called mobile phone # & lady said, " ... the check was from a XXXX XXXX claim you made for water and sewage damage.. '' I did NOT make any such claim?! I sat in the XXXX XXXX 's office to see if they got any reports they settled on my behalf for which I received settlement check on XXXX XXXX or anything in XXXX!? ... after over an hour the lady saw NO such claim as I knew. I apparently have a hacker or something because there are many fraudulent charges i.e. I do NOT go to XXXX every on the day PLUS NEVER MORE THAN ONCE a day ( may be on a few occasions 2 times ) The hackr is still using my information and me stopped using my card except when absolutely necessary. I reported it to the XXXX police and the bank 's reps and fraud department and it has been since XXXX and ongoing ... The bank DID acknowledge and in XXXX refunded me {$78.00} but the rep who said he closed the account yelled at me ( causing the guard to check if I was OK ) because he said, " ... I hate myself sometimes ... '' I never gave my PIN # out and never give it away and it was not stolen. He DID cancel over 5 cards and purchases were even made while I was en route to the airport on XXXX XXXX, XXXX. I informed everyone that all I could think of that in XXXX, I trusted my daughter 's boyfriend to fix my crashed desktop and my daughter thought he could fix but after a week and alll my information up to his 56 '' screen when I brought it home it was still crashed?! Aso, someone stole ( more recently ) my XXXX XXXX, on XXXX XXXX, XXXX and I went to proper authorities for 2 bank accounts that somehow withdrew money from one account in excess of {$15000.00} it has been way too long to put it back in the bank. Am I ever going to get my {$18000.00} and {$5000.00} from separate banks -- back?! I have worked long and hard but I have been told I will never get it back ( by some business people ) ... I made the mistake of trusting the bank and not balancing my checking accounts as I once did and should never have let anyone have access to steal my phone - the hand is quicker than the eye- I learned!!! Please help ...
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2017-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I got a letter from many companies one is : Citizens One Auto Finance I never applied for a Auto Loan with XXXX XXXX They misspelled my name I never filled out any application I have been getting these for day now and I do not know why? I just saw my credit hit by negative and down XXXX points
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2017-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I am disputing a charge of {$320.00} from Citizens Bank for the following reasons : -The item in question is not accurately reported -Bank did not notify of the accounts charge-off -requesting verified proof of the amount owed -requesting permanent deletion I disputed a charge for {$320.00} from Citizens Bank dating back to XXXX which appears on my XXXX Report. This account had payroll checks deposited from my then employer, XXXX XXXX XXXX XXXX returned. Checks were held for a period of 10 days due to company 's financial issues causing " XXXX '' a Pay Day Loan Lender to repeatedly attempt to collect funds from the account as payroll funds were held or even returned. The account overdrew to {$140.00}. I requested the bank not allow the PayDay loan company access to the account to allow me to pay them seperately as I learned my Consumer Rights regarding illegal PayDay Loans ( N.Y. Banking Law 340, N.Y. Banking Law 373 and N.Y. Penal Code 190.40 ). I was never notified of continued attempts to draw from the account once the balance owed was paid in XXXX. I am currently trying to open a Business Checking as is required by XXXX XXXX and XXXX XXXX Certification process and can not complete the process because of an inability to have Citizens Bank clear this from XXXX. I called Citizens Bank and was transferred to Citizens Bank collection line at XXXX. The teller : -could not verify an attempt to make me aware of the accounts status -could not verify the amount owed -could not verify to whom the account was charged-off -will not accept payment due to age of the account I contacted the past employer to verify if any other final payroll checks had been reversed. The employer could not verify and offered to resolve the situation with Citizens Bank for any *verified* amount resulting from a returned or outstanding payroll check. The Agency ( XXXX XXXX ) can be contacted at : XXXX XXXX XXXX or XXXX XXXX. When a request was made for where to direct payment, Citizens Bank claimed that it " is not collecting on the account due to its age and can not apply payment. '' Documents supplied demonstrate that XXXX XXXX ( Past Employer ) " furloughed its remaining four employees ... .was in the midst of a financial crisis in early XXXX ... hired an outside auditor after depleting its line of credit and failing to pay bills. '' Requesting permanent deletion from XXXX XXXX Without deletion, this report on XXXX prevents me from certifying my business with New York State. An inability to complete my NYS certification keeps me from collecting on current contracts which require a XXXX XXXX XXXX certification.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-15
Issue: Problem with a company's investigation into an existing issue
Subissue: Investigation took more than 30 days
Consumer Complaint: I submitted complaints since XXXX and nothing has been done and at one point someone called me but no one answered me calling back over 5 times and -now 24 hours later, as usual- I think they figure I will get tired of paperwork and I will report it to the news channels and the President of the United States if I do not get satisfaction!? Yesterday- after filing a complaint due to more issues - no one answers my phone calls and I got a letter for a claim that I did not even submit denying it and wasting my life for which there is NO PRICETAG??? I think that Citizens Bank wants me to get tired and give up but I will not!!! The Fraud Department is a " Ghost Job '' ( I can say with confidence! ) and XXXX ( a bank representative ) informed me that it is too much money to make transfers and that is a lie it is free! That was the reason he gave ME YEARS AGO FOR HAVING TO CLOSE THE opened account to deposit a fraudulent check from XXXX XXXX XXXX for a claim I NEVER made ( and I sat with XXXX for over an hour asking him if any large amount was deposited as I never got the Life Insurance from XXXX and he told me NO YET THERE WAS -- the {$2300.00} for which I aforementioned? on XX/XX/XXXX - the day I was in XXXX XXXX XXXX with an ex-colleague/friend filing to become XXXX to my recently deceased mother, XXXX XXXX DOD XX/XX/XXXX. XXXX told me he closed One Circle Gold -- checking account I believe it was called? ) over five ( 5 ) years ago. Yet, on XX/XX/XXXX, upon entering bank on XXXX XXXX, I was told by XXXX that I will not be charged the {$8.00} overdraft fee which is when I saw the ( what I thought XXXX closed over five years ago? ) on XXXX 's computer screen transferring HUNDREDS of DOLLARS A DAY -which I saw only briefly?! I asked to please keep the visual of what was going on in my name XXXXOPEN so I can see and IT WAS NOT -- THE ACCOUNT IN MY NAME disappeared as surprisingly it appeared?! XXXX practically jumped out of his seat -when he apparently overheard from 2 cubicles away from where i was sitting! ) and swiftly walked to XXXX 's cubicle stating, " I remember closing that account but I do n't remember why ...! ''!?! The GAMES BEGAN THEN AND THEREAFTER TO THIS POINT!!!!! I attempted filing claims amicably but on 1 occasion, XXXX yelled at me telling ( necessitating the guard to come over to see if I was ok and XXXX shoul ed, " I can close your account right now XXXX XXXX IF I WANT TO ''!? At that point, i stood upo and while backing up out of his cubicle I stated quietly ( as I now recall being shocked over the entire situation )., " ... I bet you can.. ''!!! ( saying my name wrong as he knew me for over 20 years ) XXXX also told me thag there is only 1 way he can report it and that is -Debit fraud. I told him XXXX, XXXX XXXX, XXXX XXXX, and many other places but, he only put in for XXXX - XXXX in XXXX for which I did get credited in the amount of {$78.00} in XXXX or within 4- 6 weeks from XX/XX/XXXX???! Now, I am treated like a criminal at both banks ( located in my vicinity ) and they even took away my debit card yesterday, XX/XX/XXXX, + I can NOT see what is going on with my HELOC as I never have?? ) and refused my access to checking account where my Pension gets directly deposited and also my social security which has been deposited there for over 20 YEARS!!! -- Even while working as a XXXX XXXX Teacher I had the same bank. My check was directly deposited. I must be able to see my money and not be treated like a criminal as aforementioned. I had no complaints until my world collapsed and I learned that people/vultures attack someone who just lost their thinking perhaps they are so vulnerable that XXXX will not notice -- I was advised!!!!! XXXX has been transferred ( since the date of the yelling incident ) out and yesterday the bank rep at XXXX XXXX XXXX XXXX, XXXX, PA XXXX branch ( he was respectful though and just following orders ) took away my debit card as aforementioned. Although, only on a few RARE occasions have I even used the card which ( by the way ) is the SEVENTH CARD in a couple months and they take 5 - 10 business days for me to receive and purchases are made -SOMEHOW- even when card is NOT IN MY POSSESSION- which is proof in itself there is cyber fraud of some sort??? I am NOT on Citizens Bank 's payroll but I have been doing the job of whoever is getting paid to the Fraud Department. No one ever once contacted me?! Even the stores that I patron are asking me why I have been using cash almost the whole summer yet the Fraud department has not noticed that I never before ran i.e. in and out of XXXX several times/day over the course of XXXX years???. EVEN On XX/XX/XXXX, I saw that somehow ( according to bank statements ) went to the XXXX store 2 - 3 times after my visit to that store at approximately as My friend, XXXX XXXX and I were en route to XXXX XXXX XXXX to XXXX, XXXX XXXX Florida in a cab! I later ( a few months ) I submitted a claim but the bank decided that I could be in 2 PLACES SIMULTANEOUSLY AND I NEVER GOT THAT MONEY for 2 subsequent visits to the XXXX while in a cab ...??? XX/XX/XXXX??? Now it has been going on for 8 MONTHS AND THE BANK REPS ARE TELLING ME THAT I WILL NOT GET ANYTHING BACK DUE TO DUPLICATE CLAIMS???? If my money was secure and I received compensation for stolen money, I would NOT be continuing to submit claims. Pleases help me as I sat in XXXX XXXX insurance company ( office on XXXX XXXX ) with XXXX and she did NOT find any claim which the ( so called fraud department never noticed a dead account? ) with a fraudulent check? I deposited on the date I know where I was?!?! Therefore, I conclude NO FRAUD DEPARTMENT WITH CONFIDENCE!!! My mortgage is with Citizens Bank!!!!!!! Never late the entire time since XX/XX/XXXX!!!! Yet, as stated in yesterday 's complaint, Citizens Bank put me as BAD payee costing me THOUSAND OF DOLLARS IN HIGH INTEREST FOR MANY THINGS INCLUDING ( but not the limited to ) my home insurance, car insurance + and prior car ensuring my XXXX XXXX which is based on a credit score as you know. This new complaint is because of my debit card taken from me and getting 1 phoner call and considering that a follow up as has been done several times over the past 8 months and I am tired of going to and from the bank and on the pohone all odf this irme fora a credir that does not even appear but NOW i have no ability to see ++ I aml negative {$480.00} approximately for none other than overdrafts ... I find quite humorous if not MY REALITY. PLEASE HELP ME
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2017-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Citizens One home loans the mortgage company. I 'm am trying to assume my mother loan I have Power of Attorney the lender said I could assume the loan. I been going to court for a year and they keep requesting the same things over and over again. So that is making the legal fee 's go higher and I been giving them every document that they are requesting Here are the dates of the RMA being sent to the lender attorney on first packet was sent on XX/XX/XXXX,XX/XX/XXXX & XX/XX/XXXX, 1 ) Missing documents letters for documents that I have sent before.XX/XX/XXXX the lender was requesting Retirement benefits letter from provider, declaration page of homeowner insurance and Tax bill.2 ) XX/XX/XXXXMissing documents letters for Property taxes and homeowner insurance. other request from the lenders attorney Missing documents emails XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,2/2/17,XX/XX/XXXX the mortgage lender attorney been requesting for pension letter, property taxes & homeowner insurance, contribution letter sign and dated, hardship letter sign and dated and also asking for power of attorney
Company Response:
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2017-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A