Date Received: 2017-01-20
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: My son in law XXXX and I put in a loan application with Citizens bank in XX/XX/XXXX with a rate of XXXX and no points. This is an unusual property and the bank did XXXX appraisals with value ranging from {$1.00} mil to {$670000.00}. The last XXXX came out on XX/XX/XXXX and although he told me the work was done a week later the bank kept saying they were sending the appraisal back because of errors. the bank accepted the appraisal on XX/XX/XXXX. the loan XXXX XXXX kept reassuring me that my lock was in place and I got an email from the bank saying the lock was good til XX/XX/XXXX. The bank kept asking for more trivial documents and letters and then asking me to sign the disclosure which they had n't sent. When it came the rate quoted was XXXX instead of the XXXX promised. When we objected XXXX said they would meet us halfway, but instead for every drop in interest they were adding points. When I complained, i was told the election had changed everything and the market was different now. My contention is that the bank 's endless obstructions and delays were to avoid paying the rate contracted.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-20
Issue: Settlement process and costs
Subissue:
Consumer Complaint: this is my third time at citizens and it concerns a home equity loan. We paid it off before the term was up and they charged us a penalty fee of XXXX plus XXXX doc fee We were never told this by the XXXX who closed the loan and citizens keep sending us this unsigned document made out to my wife and not me could you mediate this it is not a way to treat a customer who has been with them for many years e
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-19
Issue: Credit determination
Subissue:
Consumer Complaint: Citizens Bank used my credit info to deny my wife 's application to upgrade her XXXX phone. My wife decided XX/XX/2016 to use the apple upgrade portal through apple computer to get a new phone. Its her account only. Nothing to do with me. She entered her personal info ( not mine ) in the application. When it came time to pay the XXXX fee to upgrade she used my XXXX card. Somehow by using my XXXX card it triggered Citizens Bank into pulling my credit report twice. They denied her application by using my credit. i did n't authorize it. She did n't authorize it. No personal info of mine was shared. I 'm not a client of Citizens. They are getting people to apply for credit without them knowing. Its a FRAUD!
Company Response:
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2017-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-20
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Got a letter from XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, MO XXXX XXXX. I was told that Citizens Bank Out Reached to them to make a collection attempt. I called back and they told me that I could settle with a payment of $ XXXX- {$120.00} right then and there so i could open another account with another bank which I thought was weird. Then I tried to call back and no one would answer and I tried three times. He said that he would be there til XXXX, which it says that they are open til XXXX EST. I really do n't want to be scammed so i thought that i would email someone for help.
Company Response:
State: NH
Zip: 03301
Submitted Via: Web
Date Sent: 2017-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-19
Issue: Billing disputes
Subissue:
Consumer Complaint: This card issuer is reporting that I had an account with them over seven years ago, that it long ago sold off the debt, that it has no information on the account. Then I wrote the creditor a letter asking for proof of what they were reporting and nothing was provided. Then I disputed the debt with all XXXX credit reporting agencies to whom the card issuer reports and the card issuer stated that the information was reporting correctly. The creditor did not even mark the debt as 'disputed ' as required by the FCRA XXXX It is a violation of California 's Rosenthal Act to verify something as correct as appearing in the credit bureaus unless the creditor has some documentation to back up what it is reporting.
Company Response:
State: CA
Zip: 91306
Submitted Via: Web
Date Sent: 2017-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-19
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I added my sister onto my checking account because she was still in school, and I needed to send her money the easiest way. She ended up meeting some guy who told her about some way to make money on the side, all he needed was her debit card. He ended up depositing bad checks in the account at ATMs nowhere near where I lived, and the checks bounced after the withdrawals were made at ATMs nowhere near me, and the bank denied my dispute - placing me on XXXX. Now I can not bank anywhere for something I did not even do.
Company Response:
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2017-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-18
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: XXXX of my Citizens Bank checks ; mortgage, energy loan & electric co payments were stolen out of the mail. Though none were made payable to XXXX XXXX XXXX, XXXX of the checks were cashed by XXXX. A thief got my money. 7 weeks later Citizens still ca n't figure out how to help me. Not one person. I 've sent front/back images of the checks. I 've filed XXXX police reports. I 've talked with more than 20 people at Citizens including Supervisors and Managers. Not one knows how to navigate their own system in order to help me. The front office has absolutely no idea how the back office works. And, to make matters worse, they do n't communicate with each other. There 's no training. If there is training there 's no retention of the information. The loan company told me they were going to put me in default. However, they provided real support and information about what should happen. They said Citizens should provide me with a Provisional Credit so I could pay the companies who did n't get my money. Citizens never told me anything about their obligation to provide me with a Provisional Credit. Citizens initial consul was that I should pay the companies again from a different account. I told a Supervisor at Citizens Online Banking I was going to contact the Attorney General to report this abuse. He ended the conversation and escalated my complaint to the Office of the Chairman. Maybe they can make something happen? I 'm suppose to hear from them in 24-48 hours. It 's been over 24 hours and I have n't heard from them. Plus, I received a threatening letter from XXXX, XXXX with a case #, XXXX # and threatening language : " this is an attempt to collect a debt ..., '' signed by XXXX XXXX A Citizens Branch Mgr said it was a fraudulent letter. Turns out it 's Citizens Bill Pay service. Bottomline no real help from Citizens in solving their longtime customer 's banking problem caused by a lax banking system.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2017-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/2016, my company received a letter from Citizen 's Bank with a check in the amount of {$9.00}. The letter was confusing as was the amount. After our numerous requests for an explanation from the bank, the matter was recently escalated to the Office of the Chairman who sent a letter indicating that this amount resulted from an action described here : http : //www.consumerfinance.govXXXX. When I phoned the signer of the letter ( XXXX XXXX, Office of the Charman ) today, he advised that the amount owed to my company was carefully researched. I asked for details. When did this discrepancy occur? Was it one deposit or multiple? He indicated that Citizens is not required to release this information and confirmed that he will not be doing so. I asked how can I be sure the amount is not XXXX cents or XXXX dollars. He confirmed that I would have no way to know this. He also advised that there is no one further up the chain at the bank that can further address my interest in this. I am not satisfied with this answer. I am also disturbed that it took me months to get this response from the Office of the Chairman and this response was not consistent with previous responses I had received.
Company Response:
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2017-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-17
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: This is in response to previous complaint XXXX. The issues from this complaint were not addressed. 1. Denied loan due to " GARNISHMENT, ATTACHMENT, FORECLOSURE, REPOSSESSION, JUDGMENT OR COLLECTION. '' I do not have any of these items on my credit report, nor have I ever. I called XXXX and verified that what is is listed on my credit report is NONE of those items. My credit report states some cards were " being managed by a credit grantor/ financial counseling program. '' A debt management program is VOLUNTARY, not ATTACHMENT! 2. I was wrongly denied this loan. 3. On XX/XX/2016 I was called at XXXX by XXXX from the chairman 's office. I returned the call 30 seconds after I recieved the message, and the call did not ring and went straight to XXXX at the chairman 's service voicemail. I have left many many messages, while calling XXXX over and over again, almost every day, for the last two months. I have called corporate numbers, where they have said they will send an email to get someone to call me back. Conveniently, no-one ever does. XXXX XXXX, who provided the response to my original case, has provided me the same number to contact them. I have phone records of all of my attempts to call and reach anyone at this company. 4. I feel this company is extremely shady, and I will be sending letters to XXXX, the company this iPhone upgrade loan is through, to provide them with this terrible feedback, and taking it further to a lawyer if this company can not provide an appropriate resolution for their wrong doing for over two months now.
Company Response:
State: NY
Zip: 12144
Submitted Via: Web
Date Sent: 2017-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-17
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: XXXX is calling several times daily to collect on a student loan. However, whenever I speak to them and tell them I am willing to pay, just not the impossible amount they ask for, they dismiss me or tell me too bad I need to pay. I have been referred by them back to citizen 's bank in order to lower a payment, who then refers me right back to XXXX. I have asked many, many times for a payment plan option of any kind to lower payments where I can actually make them, instead being told there is nothing they can do besides collect the full payment. This payment is about XXXX my monthly income, which is not possible for me to pay with other bills I owe. I have asked over and over for any sort of program to work on a payment low enough for me to pay, because again I am willing to pay ( as I 've stated to them ), but the amount they 're asking for is absurdly high relative to my income and they refuse to help at all.
Company Response:
State: ME
Zip: 04005
Submitted Via: Web
Date Sent: 2017-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No