Date Received: 2017-06-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Sold my house by short sale with an attorney and finalized everything about 8 years ago. I have a letter from Citizens Bank from XXXX Rhode Island stating that my balance is {$0.00} but my credit report states that I owe {$90000.00} This must be a home equity line of credit from the home I sold 8 years ago but it keeps coming up on my credit report. Can you help me resolve this?
Company Response:
State: CO
Zip: 810XX
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello, I have a complaint related to overzealous over draft fees of Citizens Bank, and their systemic ignorance in notifying their customers of the fees. We have 2 accounts with Citizens Bank -- a checking account, and an Equity Line of Credit. The checking account is the default credit account for the equity line of credit. 1 ) XXXX XXXX we paid off equity line of credit and left it open without any balance. We also called customer service to make sure no other fee is accessed on the checking or equity line of credit. 2 ) XX/XX/XXXX7, an annual fee of {$25.00} was accessed on equity line of credit account and checking account was automatically debited as the default crediting account. 3 ) On XX/XX/XXXX, an overdraft fee of {$35.00} was assessed on the checking account. 4 ) OnXX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, a service fee of {$30.00} was assessed 3 times on the same checking account for sustained overdraft, for total of {$90.00}. 5 ) However, during these period, the Citizens Bank only sent notification to their own document center, without notifying us in any other ways through email or phone. 6 ) We only found out these charges after they finally sent us a letter onXX/XX/XXXX. As you can see, Citizens Bank work hard NOT to actively notify their customers of the over-draft fees, but they actively and overzealously charging their customers at the same time. The equity line of credit annual fee is only {$25.00}, but Citizens Bank now charges us {$120.00} in overdraft and service fees within 10 business days by piling on various fees. This is outrageous, borderline of a loan shark. Thanks for looking into this.
Company Response:
State: OH
Zip: 43065
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home went into foreclosure after my husband passed. I hired a law firm ( XXXX XXXX ) to as sist in me in getting a loan modification - which they did and under which I successfully completed the trial period and continued making payments - only to find out in XX/XX/XXXX that the law firm closed it 's doors prior to sending in the final paperwork for the loan modification. ( I have since been able to recover the fees I paid to the law firm because of this occurrence ). Neither the law firm nor Citizens sent the final paperwork to me, and I received no communication from Citizens that there was an issue with the loan modification until I received a check equal to my mortgage payments in the mail fr om Citizens. When I contacted Citizens about the che ck, I was then notified that the loan modification had been invalidated and that my account had been placed with XXXX XXXX XXXX for foreclosure. After numerous calls attempting to understand why the loan modification had been invalidated, I was told that the final paperwork sent to the law firm had not been returned. I asked why I was not contacted by Citizens prior to the loan modification being invalidated and was told that the policy was that all paperwork went through the law firm. Fast forward 7 months, and no progress wit h Citizens, I filed for Chapter XXXX bankruptcy in an attempt to save my home. I have over the course of MANY MONTHS attempted to obtain a new loan modification and have also tried to negotiate a payoff. No matter which path I attempt to take with Citizens, I am given the same ultimate response : I am told that no decisions can be made regarding my account until 'the investors are contacted ' and that all decisions on my account are 'what the investors feel can be justified '. I have attempted Loss Mitigation efforts for months : Loss Mitigation re presentative XXXX XXXX requested several forms via email including an authorization from my bankruptcy attorney releasing me to speak with Citizens, of which I completed and returned all. XXXX XXXX then told me that unless I assumed the loan it is in my deceased husband 's name he could do nothing for me. I explained that I could not legally assume the loan in bankruptcy and asked how the loan modification had been successfully put in place the first time without my assuming the loan and received no response he stopped returning daily calls and emails and referred me to their foreclosure division. I had to get an email from that division - XXXX XXXX XXXX - to forward to XXXX XXXX to prove to him that they do not have my account and that I need to speak with Citizens. After receiving the email, he agreed that he had made a mistake and then told me he would help me find a loss mitigation option, then once again stopped returning my daily calls and emails requesting help. I have not heard from him since that exchange. I was then forwarded to an account bankruptcy representative XXXX who told me she could do nothing to help me and then referred me to XXXX to negotiate a payoff. XXXX ( on Monday, XX/XX/XXXX ) told me she 'needed to speak to the investors ' and that she would return my call on that Friday. She did not return my call, though I called several times last week, and had agents call on my behalf several times last week. It has been impossible finding ANYONE to speak with about my account. I am desperate to negotiate a payoff wit h Citizens One on my husband 's mortgage as the principal owed is only ~ {$84000.00} and the home has been appraised for {$310000.00}. What has become increasingly clear is that Citizens and the 'investors ' want to foreclosure on my home and make the profit from the foreclosure sale instead of agreeing to any type of loss mitigation, including negotiating payoff on the mortgage, so that I can save my home.
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied at a bank to pay off a heloc loan at citizens bank. A certified check was sent with payoff of {$120000.00}. The check was received at citizens on XXXX / XXXX / 2017 . I called for 7 days to see if they received it but they just kept saying no. So i got a tracking number ro prove it WAS received XXXX / XXXX / 2017 . They finally paid the loan off but charged me interest thru XXXX / XXXX / 2017 . I called to inquire and all they can tell me is they charged me thru XXXX XXXX with no regard for receipt date. They also charged {$49.00} FEE which i have no idea what it is. They charged {$350.00} early payoff fee but i dont know what the {$49.00} fee is. I can not get any answers.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XXXX of XXXX I got my XXXX XXXX XXXX financed through Citez ens One Auto Finance. ( 1 ) I received my first statement and then I never received one after that. The only way I could make my payments was online because any other way they charged, But that was the only thing I could do online, ( 2 ) the webs ite did n't allow me to view any of my statements. Each month, my payment due was XXXX I payed almost {$150.00} more than the payment due. When I called to see how much I owed on my loan, it just didnt seem to add up to what I had been paying. When I started investigating this to see where all of my extra money was goin g ( thinking it would automatically go to principle. ), ( 3 ) they told me that all extra payments went half to interest and half to principle. I called multiple times to ask for a statement to be sent to me so I could see exactly where my money was going, since I could n't pull it up online. ( 4 ) It took four weeks for me to receive my statement in the mail. ( 5 ) I wa s told that they were not allowed to email it to me and it would be a XXXX charge if I wanted it faxed. After being fed up with trying to contact them and receive information I went to my local credit union and started the process of refinancing my truck through them. When I had to make my last payment through Citeze ns One Auto Finance, ( 6 ) I entered my account to find that now I was no longer a ble to pay XXXX and now I was ONLY able to pay XXXX and nothing less . ( 7 ) That me ans that changed my payment without consent from me, and also did n't give me an option to put my extra payment towards principle. I lost over {$1300.00} with this company because I was under the impression that my extra payment went to principle when only half was going to principle, I was told that there was no way they could move it all back to principle.
Company Response:
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2017-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: Auto loan for XXXX XXXX XXXX via XXXX XXXX in XXXX, PA. Loan thru either Citizens Auto Finance XXXX XXXX , XXXX , RI XXXX / # XXXX with partial acct number number XXXX ( per XXXX report dated XX/XX/XXXX ) and/or Citizens One Auto Finance ( via XX/XX/XXXX XXXX XXXX report reflecting " Auto Loan '' paid but no account number shown except XXXX? XXXX sticker not displayed on vehicle ; instead one made up by XXXX on dealer lot ; manufacturer 's sticker never sat right with me ; didnt seem to fit truck. my assumption was true. trade in at XXXX, XXXX, PA in XX/XX/XXXX, I was told I had a XXXX not the higher end model I paid top dollars for along with Ext warranty insurance with the actual contract never received by me despite repeated requests to dealer & finance company. cost of warranty insurance plus parts I paid for that dealer failed to tell me they took off once in their possession were all incorporated into a bank loan I saw as Citizens Bank! State of NJ DMV from call last week has no record of me owning truck? XXXX against my request had registration sent to my address on NJ license knowing XXXX was involved. Ex has manipulated all cars I bought and paid for to his name only ; fact I learned during divorce discovery via XXXX XXXX. I was subsequently dropped by XXXX XXXX even though I then called in insurance fraud committed by ex via internet w/o my knowledge. He misclassified all vehicles. All I know is I was dropped and I " thought '' I did everything by the books. I have accumulated much info on how this all occurred but have no way to insure 100 % accurate and law enforcement is only an option for him since again w/o my knowledge he purposely set out to cause irrevocable defamation of character so severe against me that no state agency or even prosecutor office will listen to me. FYI, first ex was a XXXX & has been in auto industry 30+ years who I introduced ex to. Upon discovering that a XXXX XXXX I bought with first ex 's help prior to marriage & also registered to second spouse, I called him on it. A man who had kept friendly contact thru-out many years never called me again except for one week shy of me having to return a leased marital asset ( an XXXX given to me in XX/XX/XXXXwhere in XXXX 's XXXX, NJ location, I was presented with that car as a gift from spouse with my every right to walk away from that marriage with that XXXX but no one supported me. It appears from the registration cards I have on the various vehicles, all originated in PA ; the State where first ex works out of. I have all check stubs ( when banks used to provide them ) check stub endorsements tell much. Realize I went on tangent but since the XXXX XXXX & DMV both point to my ex as the owner of cars I paid for in every area while he had a company truck run thru his company which did not cost him a cent, i nelieve this information to be significant. Ex went online with XXXX XXXX ( my insurance carrier since XXXX ) for the purpose of making online changes to our homeowners and car insurance and made it appear as if originating from me. XXXX XXXX dropped me w/o the courtesy of giving me a chance to show I was being discriminated against. At that time, I had no idea what I now know and it truly is a terrible feeling to be looked upon & stand falsely accused of deeds I had no knowledge of. My credit history supplied via XXXX XXXX reflects what a con artist is capable of doing with the right knowledge and wherewithall. This complaint is multifaceted and does n't all fall under the CPFB but you have my okay to pass on info to any relevant entity for investigation. I suffered severe hardships and discrimination as a result of my former partner. I have a bill from ex 's it guy to former spouse billing him for installing a portal from my home computer to ex 's business computer. The XXXX registered to him caused me to incur a serious pullover with a police report noting wrong silver v. Black as the XXXX color? I ran a XXXX and it stated Silver yet other entities show black. Why and how police generated a ticket to me with my mother 's PA residence on it v the NJ address on a license I gave them is a mystery to me. Fraudelent business practices conducted by dealer by issuing under loan w/Ext warranty insurance ; neither dealer, insurance carrier nor Citizens would send copy of policy despite numerous requests. Upon trade in, advised I overpaid XXXX. I now know XXXX, dealer who took XXXX as trade in did almost exact scenario via XXXX XXXX XXXX XXXX ; a bank I just visited who said their hands r tied on dealer loans. XXXX also confirmed NJ had no knowledge I was owner of that XXXX. In addition as far as Citizens loan, dealer incorporated parts I ordered which I learned a year later after finally receiving a XXXX I never stopped asking for, that dealer took off the very parts I paid and requested. I allege extended warranty insurance included in auto loan was never actually in place. Numerous calls to dealer and Citizens Auto Finance for insurance policy were ignored by all.
Company Response:
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-10
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I am writing to register a formal complaint against Citizen 's Bank r egarding predatory overdraft fees.
On the morning of XXXX XXXX 2017, I lo gged into my online banking account via the Citizen 's Bank smartphone application, at which point I learned my checking account was overdrawn by {$20.00}. Upon closer examination of my recent transactions, I discovered that Citizen 's Bank had levied XXXX overdraft fees of {$35.00} each against my checking account on X/X/2017 , for a total of {$100.00} in overdraft fees. My account was not overdrawn as of XXXX XXXX 2017. Ac cording to my records, my account had a positive balance of {$75.00}, nor were any pending transactions listed. Please note that Citizen 's Bank 's smartphone app does display pending and " on hold '' transactions prominently, and that no such transactions had been displayed. I contacted Citizen 's Bank for an explanation. I was told by a representative named XXXX XXXX that the most recent deductions and debits in my account had occurred in a different chronological order than that displayed in my online banking account, which had resulted in the first of the XXXX overdraft fees. I asked XXXX XXXX 's supervisor, a woman who identified herself as XXXX XXXX , to waive the fees, and was told that although Citizen 's Bank could not be held responsible for the problem, the bank would be willing to refund XXXX of the XXXX overdraft fees - a strange solution to a problem they had supposedly not caused and could not be held accountable for. Shortly after the conclusion of the conversation with XXXX XXXX , I learned that Citizen 's Bank had refunded XXXX of the XXXX overdraft fees, despite having not been explicitly instructed by myself to do so. Again, this seems strange, given Citizen 's Bank 's refusal to accept responsibility for this error. This fee rebate can be seen in the attached screenshot of my recent checking account activity. Given Citizen 's Bank 's history of deceptive practices regarding checking account fees, I wish to formally complain about these unfair and predatory banking practices. My income is very modest, and to lose so much money to fees that could have easily been avoided had Citizen 's Bank provided me with accurate transaction records is not only utterly infuriating, but also completely unacceptable.Company Response:
State: RI
Zip: 02909
Submitted Via: Web
Date Sent: 2017-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-14
Issue: Incorrect information on your report
Subissue: Information is incorrect
Consumer Complaint: On or about XX/XX/XXXX a checking account was opened with Citizens Bank in XXXX, XXXX. On the checking account we added XXXX names-XXXX ( father ), XXXX ( mother ), XXXX ( daughter ) and XXXX ( son ). Our daughter and son were at college so we thought it would be best to have them on the account so that they can use it for their needs. My wife in I then opened a savings account with Citizens Bank on or about XX/XX/XXXX. Since we were going to begin getting gas royalties checks. However, since Citizens Bank has a policy that charges you for making so many savings transfers to checking we decided to close the savings account on our own on or about XX/XX/XXXX. We used the bank like we would use any other bank, made deposits and made withdrawals. Never having any overdrafts or other banking issues with Citizens. Then for some unseen reason we get a letter in the mail from Citizens Bank that you have 10 days to change your banking services that Citizens Bank was closing our checking account on or about XX/XX/XXXX. We contacted the proper area within the Citizens Banking ladder and were told, " We do not have to give you a reason for closing your account ''. End of conversation! We thought alright not a problem we opened an account with a local savings and loan in our community. All is well correct, wrong! My daughter ( XXXX ) graduates from XXXX XXXX and needs to open a checking account with a bank that will be close to XXXX, XXXX where XXXX will be doing a 24 month XXXX. My wife and XXXX go to the local XXXX XXXX to open an account only to be denied since my daughters name appears on the, " XXXX XXXX '' consumer report. Not only does my daughters name appear on the account, my son XXXX, my wife XXXX, and I, XXXX all have a consumer report from XXXX XXXX ( Citizens Bank ). Attached you will see my daughters and my wifes XXXX XXXX file disclosure. There is no reason stated on the report and the files have been purged, so there is not even a record as to why the checking account was closed. We made contacts to XXXX XXXX and Citizens Bank-XXXX XXXX from the Office of the Chairman on about XX/XX/XXXX. We have been in contact with both companies since XX/XX/XXXX numerous times to get this resolved, nothing have been resolved at this time. This is causing my family embarrassment and pain. We are informed that this so called consumer report stays on our record for 7 years and we have done nothing wrong based on the report itself and as banking consumers. This bank ( Citizens Bank ) has ruined my familys credibility with all banks and making it very hard for my XXXX children to establish a banking account on their own as adults. I can not settle for nothing more than all XXXX of our names removed from XXXX XXXX immediately. Citizens Bank has the authority to remove all of our names and refused to do so to date.
Company Response:
State: PA
Zip: 154XX
Submitted Via: Web
Date Sent: 2017-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: When I obtained my mortg age with Charter t hey ( without my express approval ) opened a " free '' checking account in my name. They later unilaterally transferred my mortgage and checking account to their affilia te Citizens B ank and started charging undisclosed monthly fees since the date of the transfer. They never informed me of any new fees associated with their decision, sent me notices of their debits from my account, or offered my the opportunity to close the account. I received a notice on XXXX XXXX XXXX , notifying me that they had withdrawn all funds in the account and that I now had a negative balance and needed to transfer funds to Citizens Bank.
To be clear, I never wante d an account with Citizens Bank, I did not want an account with Charter Bank, and never consented to me being charged fees. Per Citizens, while they agree that they did waive all " monthly maintenance fees '' the fees charged to my account were a separ ate category of charges called a " dormant account fee. '' Citizens was unable to provide the total amount withdrawn from my account without my consent.Company Response:
State: NY
Zip: 10708
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is related to my previous numerous complaints against Citizen 's Bank and our application for refinancing which took more than one year but yet created problems and aggravation. The process for refinancing to 2.75 % home equity line of credit was complicated because the title deed of our residence is held in the name of a trust of which our grown up kids are co-trustees. Our daughter lives in Oregon and son in Pennsylvania. Documents for home equity line of credit needs their both notarized signatures. Time and again those documents were not done as required ( and we do not know the reason ). Finally the 2.75 % was given to us but the line of credit was suspended. In 2017 Citizen 's bank increased the rate on this loan twice although the Federal Reserve raised interest rates so far only once. In XX/XX/XXXX the rate was raised to 3 % and in XX/XX/XXXX to 3.25 % which apparently was made to penalize us. Citizen 's bank started the process to make the documents again by sending our daughter mortgage documents again but raising the rate in XX/XX/XXXX clearly appeared to be punitive.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2017-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A