Date Received: 2017-07-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX and XXXX are showing that my past Mortgage with CitizensOne is showing 120 days late and a pending foreclosure. I closed on this loan several months ago and it was never late and there is not a foreclosure pending. Please contact CitizensOne and XXXX and XXXX. My credit score is coming up as a XXXX and this has made it drop over a hundred points. I am refinancing my other mortgage and this is how I found out. I will not be able to refinance until this has been done. These reports with XXXX, XXXX and XXXX needs to state that the past mortgage with XXXX has been paid 100 % and was never late. Also, fix and update the foreclosure warning.
Company Response:
State: TN
Zip: 37415
Submitted Via: Web
Date Sent: 2017-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: hello- I had fraudulent activity on my bank accounts. I initially reported it through the XXXX number for my bank. The bank verified the deposit online. I was applying for a loan with a 3rd party. I did a 3 way call with the bank and the third party to verify my account and provide access. Mobile deposits that the bank deemed fraud were deposited to my account without my knowledge. When I noticed the first one I thought it was an ACH, then realized it was a check. I then called the bank and they went over the check stating that the routing and account number on the check were valid, since then those checks were returned to maker stating they were fraud. The bank has been uncooperative in my fraud claim and I have called numberous times over the course of 3 weeks to verify my account status. I was told my balance would be XXXX once they balanced my account, then I was told at a later date that acct was a negative XXXX. The bank has not provided me with any statements to verify what activity was mine and what was not mine. I initially reported the Fraud on XX/XX/XXXX to my bank, still now, they have not cooperated. I also called the police for the checks and there is an investigation. This uncooperation from the bank is impeding on my ability to recover funds from this fraud issue I am dealing with.
Company Response:
State: PA
Zip: 17011
Submitted Via: Web
Date Sent: 2017-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-23
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I went into XXXX XXXX to buy a car. I was in urgent need since my car had been totalled and I needed a car to get to and from work and get my kids to where they needed to be. I saw a XXXX XXXX for Sale, the sales man told me they would sell it to me for {$17000.00}. I test drive it and it sounded ok, the stearing wheel was hard but i figured it was because I was used to driving an old car. Once I got to finance the gentleman convinced me on getting an extra insurnace for the car. He said it would only add a couple dollars to my monthly payment. I said ok he never told me the total amount i was going to end up paying he also never said anything about GAP insurance. I signed my paperwork and the total amout that was going to be financed was about {$13000.00} after my {$4500.00} downpayment. I went to my insuramce and they suggested I go back and ask if i could get gap insurnace on the car since they didnt provide me with that. I did and we did everything in a hurry because that was all that was being added to the paperwork he had me sign all of my new paperwork in a hurry he took my old paperwork and shredded it. After I got my paperwork from the bank it showed a remainder balance of {$19000.00}!! I called and asked if it showed the {$4500.00} downpayment that i had given, and she said I would have to talk to the dealership about that. I went to my car and grabbed my paperwork and saw infact that was what the dealer had sent to be finanzed, it has an add on of {$990.00} and an add on of {$2600.00} for service all of my paperwork shows different amounts! Everything is done so wrong! I also found out they gave me a vehicle that had some part broke and that is why the stearing wheel drove so bad. I am so mad and sad that they would take advantage of me this way! Just because I was in a big hurry to buy a car. I am so upset.
Company Response:
State: IA
Zip: 50315
Submitted Via: Web
Date Sent: 2017-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Problem when making payments
Subissue:
Consumer Complaint: I received a letter from Citizens One saying that they were unable to process scheduled payments for a personal loan. When I called the number on the letter XXXX to tell them I do n't have any loans with them they said it was a loan I had made through apple and could n't give me any information about the account or how much was owed. I have not taken out any loans to purchase an apple project and not sure if this is legit. The letter says the loan will close and I will have long-term implications on my credit. Have I been scammed or is someone taking out a fraudulent loan under my name? Sincerely, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 90025
Submitted Via: Web
Date Sent: 2017-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: This account was opened in XXXX, in a bank branch near XXXX, NY ( XXXX I believe ). The bank 's manager was XXXX ( at the time, perhaps a new manager there now ). We ( my partner and I ) went to open a new account. While we were there, something popped up on her computer screen that said I was eligible for a XXXX $ unsecured credit card. Making that decision on the spot was stressful, in that I prefer not to do such a thing. We were interested in building credit towards a mortgage in the next few years, so the limit and it reporting to both our credit reports was important to us. She electronically signed us up for it, we gave both of our information, and came back to sign paper documents the following day. Three months later is when our first complaint was lodged- this was only reported to my credit reports and the support team was unable to figure out how to get it to report to both. When nobody called back about it, we called to be told the card was not eligible at the time to report to both, my partner was simply and authorized user. Over a period of months we called to check on the eligibility of reporting to his report- to be told, 'no ', 'check again ', ... or that they had no record of him on the account ( even as an authorized user and having his own card ). Then we experienced random fees, which were fixed ... again complaints of status of card benefiting both of us. Then we started to pay down the balance drastically in XXXX ( additional payments on top of regular payments ), as we wanted to bump my credit score as we applied for our Citizens ' Mortgage. The week before XXXX ( mortgage lender from local branch ) pulled our credit, the credit card reduced it 's limit ( without notice ), changing a carrying balance of 30 % to almost 98 % ( with the new reduced limit ). This, again, had no benefit as to our immediate need and assurance when obtaining it ( not only was it not helping both our credit reports, but it was now not benefiting my own ). I called about this and was given some policy about how they can change it when ever they wanted, if they wanted. I filed a complaint and asked for the balance to be restored. I later found out they made a hard inquiry on my account- again, negatively affecting the credit report. I filed a complaint on this. Due to the credit card being unpredictable and not knowing how those policies may transfer to our mortgage, we pulled our application and transferred it to another lender ( who was able to approve and close in 9 days from transfer at a better interest rate! ). We dealt with the move. Around this time, there was a charge for something, not honored by the merchant- which we disputed ( to make a long story short- it took a year to resolve ), which caused the balance to be temporarily credited, letter sent it was a final decision, and then four months after this letter it was erroneously reversed, causing a 400 % overage on the account. I was told by a citizens rep not to pay until it 's resolved and resolute. It was done, payment was made the following day, the lower credit line was again ... lowered ( by like XXXX dollars ). I filed a complaint. I was told to have the credit line restored, I would need to have my credit pulled again. I denied this request, as I do not feel I have to take a credit hit in order to correct a mistake on their part. I was later told by another rep that they automatically reduce the line for late payments and I should have never listened to the previous rep on this matter. I filed another complaint, it was brought to a branch manager ( somewhere unknown to me ) he filed the complaint up to a higher management level. I feel I need to keep the balance on this account higher, just to have a higher limit on my credit accounts and keep my other accounts low- which credits issues with not able to really use revolving credit at all. My credit scores are XXXX
Company Response:
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I would like to submit a complaint against Citizens Bank. I recently was approved for education refinance loan for XXXX from them to get a new loan with a better interest rate. The funds were disbursed and now I am having two issues with my loan servicer. The biggest problem is my account login page now shows two loan balances, one for the previous loan and one for the new loan. and now they are collecting interest on both loans because the original loan balance has not been shown as being paid. The other issue I am having is that my original loan pay off amount at the time of disbursement was {$30000.00} which means they added {$390.00} to my balance which is not asked for. They have loaned me an extra {$390.00} and that amount has not been either applied to my loan balance or refunded to me. I reached out to them and they said it takes extra time to process but this is taking too long as it has been nearly a week since this has shown and since they are the original loan holder they should be more efficient to correcting and resolving these issues, because everytime they wait I am being accrued extraneous interest charges from a loan that should have been paid off and off the books. So far the extraenous interest charge is almost {$16.00} and growing. I would like this resolved immediately, I would like the extraneous interest I am being charged refunded to me or applied back to my loan and I would like that extraneous balance of {$390.00} loaned to me either refunded to me or applied to my new balance. If this is not resolved shortly I will be forced to take legal action.
Company Response:
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: When I opened the joint account that, we were misleading by the Citizens Bank XXXX that we will not get charge any fees on both Checking and Savings account, but unfortunately they charge us every month. {$9.00}, and {$3.00} on our checking alone every month and {$4.00} and {$2.00} on our Savings which the did n't told us from the beginning. They used our money to invest to make money and charge us again on top of it. We want our money back the they said when we were opening the account. Please, i need your help to get all our money back. Thank you
Company Response:
State: MA
Zip: 02368
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-16
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: In XX/XX/XXXX , my daughter, XXXX XXXX , applied for and received XXXX student loans from Citizens Bank in Rhode Island, having been encouraged to do so by her college, XXXX XXXX XXXX XXXX XXXX . I cosigned those loans. Citizens Bank had the loans serviced by XXXX . XX/XX/XXXX , C itizens Bank stripped my accounts ( about {$24000.00} ) without contacting me in any way prior to doing so. I believe that this occurred due to an error on the part of the bank, but the bank will not discuss this with me nor send me any statements of the loan accou nt. XX/XX/XXXX to XXXX XXXX graduated, but was unable to find work in her field, and although she was working, was not able to meet the demands of her student loans including the loans with Citizens. She had no difficulty working with the other loan originators, only XXXX and Citizens. She communicated with XXXX regularly but subsequently we renegotiated the loans with the Access Center at Citizens Bank. That arrangement was $ XXXX /month for each loan totaling {$50.00} monthly without interest. We could not receive written documentation of this. XXXX Citizens refused to send statements or give me access to the account because I was not the primary borrower, but I was assured that Citizens would be servicing the loan going forward. I wrote to the President of Citizens bank informing him that the service XXXX provided was less than stellar since I had not received telephone calls that the loan was behind or in default and I would have made payments for my daughter ; and that I was concerned that I would have no access to the account information going forward. I did not receive a reply ; thus, I relied on my daughter to notify me if she was having difficulty, but expected Citizens to notify me of any issues as they had stated during our conversation. I subsequently learned that XXXX also had no access to statements or on-line activity and could only make payments by telephone or check. She chose to make monthly payments initially by check but primarily by telephone, but the process was tedious. It generally took her hour each time to provide all the required information for the loan and make her payment from her XXXX XXXX XXXX account since they did not keep her information from payment to payment. XXXX to XXXX She made all her payments in full and in a timely fashion. She did this until they offered her an opportunity for automatic deductions from her account duri ng the Fall of XXXX . At that time, she filled in the appropriate paperwork and was happy t o be able to do so. The payments were to begin on XX/XX/XXXX . At the end of that month, o n XX/XX/XXXX Citizens called her as they had not received a payment and told her that sometimes it takes a while to go through. She therefore paid for XXXX and XXXX as per her usual routine ( she was a month ahead in payments ). At that time her balance on one loan was approximately {$7000.00} and the other was {$9000.00}, at least, per what she was told over the phone from the representative. Remember we had no access to see any accountings or statements. On XX/XX/XXXX , XXXX deductions were made from her XXXX XXXX XXXX account, each in the amount of XXXX to Citizens Bank. XXXX noted that the automatic payments were now in effect and was happy. XX/XX/XXXX On XX/XX/XXXX , I began my usual routine of paying my bills, when I noticed that my checking account was short approximately {$3000.00}. I queried Citizens bank and learned that a deduction had been made for {$3000.00} from the bank itself! I couldnt imagine how this could happen and was incensed that the bank would take XXXX XXXX dollars without speaking with me. I was livid and proceeded to the bank to investigate the situation. I learned that not only had they taken XXXX XXXX from my checking account, but ~ {$20000.00} from my savings. They had stripped my accounts to XXXX ! The XXXX and money that I had in checking was from my paycheck deposit the prior day. This means that they took the following : Checking : {$2900.00} Savings : {$20000.00} Subsequently, on the same day, we received certified letters. One letter noted that {$2900.00} had been deducted from my checking accou nt on XX/XX/XXXX . T he second letter noted that {$10000.00} had been deducted from my savings account on the same day, and the third letter was to my daughter XXXX , stating that it had set off a loan # XXXX which satisfied all or part of the outstanding debt in the amount of {$10000.00}. Since this was Saturday we could not pursue it further. I was unable to pay my bills. XX/XX/XXXX XXXX and I went to the Access Center in XXXX , RI to discuss this with them. Although we could reach XXXX on the telephone who was in the building we were not able to see him in person, nor were we able to see a statement of the account. He directed us to another telephone number. That person directed us to send a letter, but could not tell us where to send it. All telephone numbers given to us ( there were many ) led to no information. We went to a branch of Citizens and spoke with the Branch Manager, XXXX XXXX . XXXX tried to be helpful, but after many telephone calls, and two pages of notes, she was unable to tell us if the loan is now satisfied, nor provide us with a statement of activity on the loans. She opened case # XXXX , and told us the only thing we could do to see the loan was go to XXXX XXXX . Again, I was enraged to learn that XXXX had been servicing this loan for the second time and inappropriately managed the situation. We tried to access the loan at XXXX but we were unable to do so, although after arguing with them, several days later we could access through a secured site, but were only able to see the activity between XXXX and XXXX when the loan was returned to Citizens Access Center. That information, by the way is inaccurate according to our accountings. XXXX also told us that we should send a letter to get a statement, but did not know who to send the letter to. On the same day, my brother wrote a letter on my behalf to XXXX XXXX XXXX , CEO of Citizens bank, stating the situation and requesting an explanation of the actions and contact within 48 hours. I received a call from XXXX XXXX from the Office of the XXXX stating that this was being investigated. I requested a rendering of the account from XXXX to present. XX/XX/XXXX I c alled XXXX and left a message requesting an updat e. XX/XX/XXXX I cal led XXXX and left a message requesting an update. Later that afternoon XXXX called me and stated that the bank would not return the money. She would not state that they had even explored the problem, but just that the head of the Debit Management Department had said no. I inquired as to what my next step could be with the bank, and she told me to write a letter ; however, she was unwilling to give me the name of the head of the Debit Management Department who had just said no, nor any other head of department. She could not provide a statement of the loan accounts. I have written a letter to Citizens Band, but Im highly doubtful that I will receive a response. To date I have not received a rendering of the loan, documentation of its discharge, nor any documentation of the remaining {$9900.00} that has been evacuated from my account or the approximately {$3000.00} unexplained disappearance. I also am named on my fathers accounts and fear that they will attach his money. He is XXXX years old. Together, we have been customers in very good standing of Citizens Bank since XXXX . This whole situation is reprehensible! Also, I am sure I am not the only one that this has happened to if one can infer from the comments that have been made during telephone calls. I wish that this matter be resolved in an efficient and satisfactory manner. I have been a customer of Citizens Bank since XXXX , having had mortgages, equity loans, car loans and the like and have never been late with any payment. They never contacted me by any means. I truly do not understand this. Please help me to discover specifically what has happened and recover my money.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-13
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I was forced to close a certificate of deposit early with citizens bank on XXXX / XXXX / 17 because my water heater broke, my basement flooded and I needed the money to fix it. I knew I would be charged an interest penalty for breaking th e CD however, the asst manager, XXXX , at the XXXX MA branch informed me of a {$50.00} transaction penalty that would be deducted from my closing balance. I asked for the fee to be waived because of my long history with Citizens, I am a XXXX XXXX customer and the emergency situation. She declined saying she was not allowed to waive fees. Told me to call phonebank. I did and the supervisor, XXXX declined as well. This CD was ope ned over 15 years ago, the XXXX fee as far as I can recall was not part of the account agreement at that time. I have never in my life have had to beg or file a complaint in order to get a bank to issue a fee rebate. It is now a matter of principle to me. This was an emergency situation, beyond my control and I needed every dime to pay for the repairs. The outright refusal and passing of the buck between the branch and phonebank is just plain unacceptable. I will be closing ALL my accounts, refinancing my car loan and moving my investments to another bank.
Company Response:
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2017-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX,2017 I put 2 stop payments on two ACH debits per instructions of Citizens Bank of XXXX NH ( that is by phone ), with specific instructions that the companies might try to change the date, amount, and check number in order to wheedle them through my account. One was not paid and the other was. It was, because it came in a day earlier and with a different amount, but 2 days after the stop payment was put through. At the time I made the stop payments I was clear about this might happening, It was recorded so by the bank gentleman I spoke to. I received copies of the stop payment notices with incorrect information on them. additionally I was charged {$70.00} for the 2 stop payments. Because this was over the XX/XX/XXXX holiday and I was away, I kept sending email messages on my phone through their mobile banking to inform them of the errors. I received a letter saying I should not use email for these complaints. But time was of the essence. I now have {$1.00} in my account until I get paid at the end of the month. Plus I am unable to pay any other bills.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2017-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A