Date Received: 2017-05-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This is my final request to have the remainder of {$230.00} in overdraft fees rebated to me before filing in small claims. I am being represented by XXXX XXXX Firm. I submitted a complaint regarding my account when I was charged over {$1000.00} in overdraft fees in XXXX and XXXX 2017 even though I never elected to have overdrafts allowed on my account. I was refunded {$860.00}. I am seeking the remaining {$230.00} to be refunded or I will bring the matter to small claims. My Account number is XXXX .
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-28
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: My fiancee and i were the victims of a scam. The gentleman contacted my fiancee from XXXX . he was going to employ her to watch his daughter. He was sending us a check to get things for his daughter to play with, along with other items. he claimed he was XXXX and just moving into our area from somewhere. He sent a check, and we were unable to deposit it for the first day due to banking hours. He demanded we go to the bank deposit the check and give him his money. We then told him we did not want to watch his daughter anymore because of long hours at our current job. I was scared for our lives not knowing what he was capable of. i complied to his demands and deposited the check for XXXX into my bank account. Following that he demanded his money so i sent this money via XXXX XXXX from a XXXX . i sent the XXXX XXXX in two separate transactions each for XXXX . For a total of XXXX . I was not aware that this was a scam, and when i caught on it was too late. I called the bank after going to the police, and they said they could not do anything to tell me if the check was fake. The bank asked if i made the transaction via XXXX XXXX . My bank account the next day was in the negatives and he still demanded the other XXXX back of his money. I called the bank multiple times and they said there was nothing they could do. He has been calling from numerous numbers saying my name and his supposed name. i need my money back i have bills to pay. That was a lot of money taken out of my account, and the bank is blaming me for it. This is not my fault and i am the victim here. I need my money back.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2017-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX , 2016, I aut horized a wire transfer in the amount of {$9000.00} plus a {$35.00} wire transfer fee, to an overseas account. Upon second thought, I called the local Citizens branch where I authorized the wire transfer, withi n thirty min utes of the transfer request, requesting to speak with XXXX XXXX XXXX to request him " to send a fraud claim to stop the wire ''. XXXX XXXX asked me " do you want to stop the wire? ", I responded " yes I want you to stop the wire with a fraud claim. He asked me " Do you want it to go through '', I responded " Yes, the fraud claim, thank you. " While the Wire Transfer Requests states that I must call XXXX to cancel the wire within 30 minutes, there is also Clause No. XXXX stating " In addition to the right of Customer to cancel the transfer within 30 minutes of authorizing the transfer, you may also instruct the bank to cancel the transfer after the 30 minutes period has lapsed, provided the cancellation instruction is received by the Bank at a time and in a manner affording the Bank a reasonable opportunity to act prior to the bank 's acceptance of transfer. '' I also emailed the branch on XXXX XXXX , 2016 wit h a repeat request to transfer the wire. The overseas account was discovered to be a scam, but my money was transferred to this account despite my numerous attempts to request a cancellation of the wire. I have contacted several individuals through the local branch where the wire occurred, and my Attorney is now in contact with the Office of the Chairman. D espite evidence and records supporting my claim, Citizens is still refusing to refund my wire transfer because I can not " prove '' that I requested the wire be stopped during my call on XXXX XXXX with the local branch office. Additionally, I did not receive any confirmation or follow up relating to whether the wire was even sent to the overseas account ( as I have received in the past with other wires I have conducted ). It was only after several inquiries with the branch that I was told the wire did occur and the money had already been removed from the overseas account.
Company Response:
State: PA
Zip: 15241
Submitted Via: Web
Date Sent: 2017-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: ON Monday, XX/XX/XXXX, I met with XXXX XXXX XXXX, Home Mortgage Officer at Citizens Bank, XXXX NY AND ASK HIM TO RUN AN OFFICIAL APPLICATION FOR A MORTGAGE PRE-APPROVAL WITH CITIZENS BANK. Originally, I was A PREAPPROVED BUYER BY XXXX XXXX XXXX (XX/XX/XXXX) and wanted to shop around so I can get a better mortgage rate. Citizens Bank or the former CCO was my mortgage loan bank up to XX/XX/XXXX, when I sold my house at XXXX XXXX XXXX XXXX NY. I sold my house, because it was located next to A SATELITE TOWER, which causes XXXX and XXXX, and my son was the unlucky one to get very ill with a XXXX XXXX AND XXXX IN XX/XX/XXXX, and he was living with me for three years at the house next to the satellite tower. I applied for the Citizens Bank mortgage on XX/XX/XXXX, because I was a perfect customer with NO LATE PAYMENTS FOR three (3) and a half years with Citizens Bank. Thus, during this time, life happened, I was unemployed for a short time, and I had turn a few credit cards in derogatory accounts WHICH ON XX/XX/XXXX were in a Paid off condition, less than the original amount but appear not so good on my credit report. I also have SIX FIGURES STUDENT LOANS IN REPAYMENT. THUS, my tri-merged CREDIT report, after I applied with XXXX XXXX, showed a middle score of XXXX, sufficient for Citizens Bank, or ANY BANK to prequalify me for a mortgage. ANY BANK WOULD LOOK FOR A SCORE HIGHER THAN XXXX. I was VERY FORWARD AND HONEST with XXXX XXXX, when I told the Citizens MORTGAGE Officer that I have a six(6) figure student loans in the Income Based Repayment Plan. I ASKED HIM HOW THE CITIZENS UNDERWRITER WILL CALCULATE this TOWARD THE INCOME-TO-DEBT RATIO - ONE PERCENT OF ALL loans toward, OR THE AMONTHS that I presently pay, which are REPORTED ON MY CREDIT REPORT? In XX/XX/XXXX, SAME BANK CITIZENS BANK issued my MORTGAGE under the condition of $XXXX payments on my six figure student loans, total amount not so different than my present student loans. I was a single mother for twenty years, working three jobs, raising my children alone on FS, but achieving THREE XXXX XXXX, AND TWO XXXX XXXX, all at my expense of six figure student loans. I also speak four(4) languages and presently, I am a XXXX XXXX XXXX. But the trouble of getting a MORTGAGE for me is: I do repay my student loans under INCOME BASED REPAYMENT PLAN. Student Loans Income Based Repayment Plans were a Bill, which is NOW A LAW, accepted BY THE CONGRESS during the President Obama's term. Student loans are FIXED INCOME RATIO AT 10% OR 15% and provable with the Income Based Repayment Plan Document issued by XXXX XXXX. Thus, the MORTGAGE companies, Banks, etc. would UNFAIRLY AND WRONGLY TAKE 1% of the income-to-debt ratio student loans of any student to DISQUALIFY HIM/HER against THE OPPORTUNITY TO GET A MORTAGAGE. This is the case with Citizens Bank as well as they follow the XXXX XXXX guidelines in underwriting. XXXX XXXX most recently changed the unfair 1% rule to what it should be: as reported on the student credit report. FOR EXAMPLE: MEDICAL PROFESSIONS, DOCTORS, ETC. ARE EVEN more PRIVILEGED THAN ANY OTHER profession- THEIR STUDENT LOANS ARE NOT COUNTED AT ALL( WHICH I'D ARGUE IS A DISCRIMINATION BY CREDIT WORTHNESS SINCE OTHER PROFESSIONS DO NOT HAVE THE HIGH SALARIES OF THE M.Ds!!!) I copy the email by the Citizens Mortgage officer. It appalls me THE INDIFFERENCE NOT ONLY TO MYSELF BUT TO MILLIONS OF FORMER STUDENTS. It also DEMONSTRATES ABUSE OF POWER when one is in the position of the MORTGAGE OFFICER WHO PLAYS WITH THE DESTINIES THE FORMER HONORABLE STUDENTS; SIMPLY THE CITIZENS MORTGAGE OFFICER MAKES HIS OWN RULES AGAINST THE LEGAL, LAWFUL RULES!!!!! "RE: XXXX XXXX(....)_Please consider the copy of the article and OFFICIALLY APPROVED ME FOR A MORTGAGE WITH CITIZENS BANK WITH MY SCOREE OF XXXX XXXX, XXXX XXXX XXXX XXXX XXXX(.......) Today at XXXX XXXX Hi XXXX did look at the XXXX XXXX guidelines for the student loansand YES the have changed the way for us to calculate the payments. Unfortunately, we still have to go by our current guidelines until the new ones are reviewed and we accept them. I dont have a date as to when that will happen. I do understand that you want to get into a home as soon as possible but the way I have to calculate your payments on the student loans raises your debt to income ratio outside the qualifying parameters. As soon as we incorporate the changes I can move forward with your application. XXXX XXXX XXXX Mortgage Loan Officer Home Mortgage XXXX NMLS# XXXX Citizens Bank XXXX XXXX XXXX XXXX, NY XXXX Mobile: XXXX-XXXX-XXXX Facsimile: XXXX-XXXX-XXXX XXXX www.XXXX.XXXX www.XXXX.XXXX/XXXX" END OF EMAL. When the Mortgage Insurance Corporation or PMI, or XXXX XXXX, most recently, in XX/XX/XXXX REGULATED AGAINST the FRIVOLIUS 1% with NEW UNDERWRITING GUIDELINES, declared that there are new guidelines this has ment to be applied on XX/XX/XXXX and the old rules to be ruled unlawful. Citizens Bank is brutally ignoring the XXXX Guidelines even those apply to Citizens Bank as XXXX XXXX is the Investor for Citizens Bank. XXXX XXXX is following the guidelines; how could Citizens Bank is an exception? More importantly, I was refused a formal ANSWER or Denial of my formal Paper application. WHY? Because the Citizens Mortgage Officer could NO LEGALY backup his decision thus hoping that I will go away without perusing my rights! Specifically in & XXXX XXXX states that student loans in repayment WILL NO LONGER BE CONSIDERED AS 1% OF THE TOTAL STUDENT LOAN TO CALCULATE THE MORTAGAGEE INCOME-TO-DEBT RATIO. INSTEAD, BANKS MUST TAKE THE CREDIT REPORTED MONTHLY AMONTS of the STUDENT LOANs when eligible for INCOME BASED REPAYMENT PLAN OF the STUDENT TO QUALIFY HIM/HER FOR A MORTGAGE. I am very disappointed after receiving the email from the Citizens Bank Mortgage OFFICIAL, WHO REFUSED TO PROCEED WITH MY MORTGAGE APPLICATION FOR PRE-APPROVAL, EVEN THOUGH XXXX XXXX PROCEED WITH A FORMAL PAPER APPLICATION FOR PREAPPROVAL. XXXX XXXX RUN/RUIN MY CREDIT SO HE CAN PREAPPROVE ME. THEN, XXXX XXXX NEVER PROVIDED ME WITH AN OFFICIAL DESISION BY CITIZENS BANK OF PRE-APPROVAL OR DENIAL. UNSTEAD, XXXX XXXX UNFORMALY DENIED MY APPLICATION WITH CITIZENS BANK, emailed me that he will CONSIDER THE OLD RULES OF 1%, even those rules are UNLAWFUL AND UNRULED BY XXXX AND XXXX XXXX. I disagree to be unfairly and unlawfully discriminated by credit worthiness, and more so since Citizens Mortgage Officer refused to follow new changes of XXXX and THE LAW. My BIGGEST CONCERN IS THAT MANY BANKS WILL ELECT TO CUT OFF FORMER STUDENTS OF THE OPPORTUNITY TO GET MORTGAGES, EVEN ESCAPING THE NEW REGULATIONS.
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2017-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX , RBS/Citizens sol d Charter One Bank to XXXX XXXX . As a Charter/Citizens customer I was informed all accounts had been transferred to XXXX XXXX .In XXXX XXXX , I was informed by Citizens that it had retained my ( unused ) HELOC and that it was scheduled to expire in XXXX XXXX . Upon researching ( IL ) local institutions for a new HELOC, I was encouraged to review our credit report as it would effect ou r credit score which would be used to identify the interest rate we would be charged. Upon examination of my credit report, I saw that Charter/Citizens had informed credit agencies that some overdraft lines of credit were closed while not others with the transfer of the retail accounts to XXXX XXXX . I was informed by local lenders that said OPEN a ccounts would affect our credit score. I have personally contacte d Citizens on two occasions and with my personal ( XXXX XXXX ) manager also twice. Recently, Citizens informed my current XXXX XXXX manager it could do nothing unless I was sitting at her desk and I would confirm she had my authority to talk to Citizens on my behalf. We did so this a.m., afte r forty five minutes of pass-the-buck, Citizens ter minated the call. I can not be the only form er Charter One customer who 's credit report still contains such erroneous information. All that is required of Citizens, in my view, is to inform the credit agencies that ALL these accounts are closed ; and it will not do so.
Company Response:
State: IL
Zip: 60008
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I have provided documentation to citizens bank that a charge from my credit card was false. Despite several conversations with the dispute department where they acknowledged the receipt of the documentation, they failed to respond in writing and failed to resolve this issue in their allowed time. I filed a complaint and was contacted on XX/XX/XXXX by XXXX XXXX of citizens bank who told me he would investigate this matter and " make me whole '' Since this call I have received numerous calls from citizens ' bank dunning me for a minimum payment. I explained the situation to the first collection person and gave them XXXX 's phone number. This did noting as I have received several more human and robo dunning calls. I have left several messages on XXXX voice mail telling him that I am being dunned and he has not returned any of my calls. I think that such collection calls and the failure of Citizens to resolve this issue as mandated are clear violations of consumer law.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2017-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened a Checking 's account With citizens and waited for my card to come in the mail for about a week and a half. When i finally received it i called and activated it, it said it was successful. However when i went to use it I got declined so i called customer service they told me they fixed t and my card should work. so i head back to the store, Again declined. so again i call customer service they said i never activated my card i told them i did twice now and they said no problem and the card should work not. So now for the third time i head to the store, the only difference this time was when my card got declined the cashier told me t came up expired. so now again calling customer service i asked to speak with a supervisor and after being on hold for 43 minutes i got someone saying all the supervisors were busy and that she could help me. She explained that the mailed out the card had then ordered a replacement card. I asked why they ordered a replacement card they could n't tell me why. Then told me it would go to my new address ( which i had to call 4 times just to get them to change before actually having to go in the branch for them to actually do it ) it did not in fac t it went to an address i never lived at coincidentally it was a friends house thank XXXX for that or someone else would have had my bank information. but even worse is now that i finally got my new card after a months wait i go to use it and guess what. You 're right DECLINED. so now I 'm getting late fees because citizens screwed up and wont let me access my money!!!!
Company Response:
State: NY
Zip: 14217
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I submitted a complaint regarding my account when I was charged over {$1000.00} in overdraft fees in XXXX and XXXX XXXX even though I never elected to have overdrafts allowed on my account. I was refunded {$860.00}. I am seeking the remaining {$230.00} to be refunded. I have retained legal counsel and will move forward if needed. account number XXXX .
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I closed on a mortgage with Citizens bank over a month ago and they keep telling me that they have 'lost the loan ' and I need someone to actually 'find it ' and set it up so that I can start paying it back. Additionally they held back funds for me to complete landscaping outside my house and will not release them nor have they been able to get anyone out to review the completed work to release the funds.
Company Response:
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-21
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: A loan was opened to purchase an XXXX on installments thru XXXX . XXXX finances the phones via Citizens One. Order # XXXX was placed on XX/XX/XXXX with XXXX . Due to issues activating the phone on XXXX XXXX I cancelled the order and XXXX issued a full refund on XX/XX/XXXX . Citizens One op ened an installment loan for the purchase amount. Loan # XXXX and began billing my credit card for monthly installments. I was bill ed 3 consecutive months for a phone that was already fully refunded back in XXXX . I was able to have payments stopped the end of XXXX and hav e Citizens One iss ue a refund for payments made. At this time I was ensured that the account was closed. On XXXX XXXX I received a final notice from Citizens One tha t the above mentioned loan is delinquent and will be closed for non payment. And my file would be reported to the credit bureaus and collection was to be made. I called Citizens One on XX/XX/XXXX . Spoke with rep who told me I would receive confirmation within 48 hours. Nothing happened. On XXXX I called and spoke with Floor Supervisor XXXX who insured me she personally will resolve the issue with their escalations department withi n 24 hours. She gave me a claim # XXXX as reference. After 5 days again nothing happened. I called again on XXXX and spoke with XXXX who again said escalation is working on it and I would hear back i n 3-5 busine ss days. Again the Time has elapsed and nothing. I would like this resolved as I do not owe Citizens One any money and do not wish my credit to be negatively affected by this situation.
Company Response:
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No