Date Received: 2016-08-31
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My bank, Citizens Bank, is trying to charge me an overdraft fee when I was not overdrawn at any time. When I contacted them, they said it was for a transaction from 5 days earlier, although my account shows that I was never in the negative. They tried to say that " maybe it was from a pending transaction '' although they could n't find it. They said they would research it and get back to me at a later time.
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-31
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I called on XXXX/XXXX/2016 and spoke with a gentleman from XXXX, which services my private loan with Citizens Bank. I asked the gentleman what my loan payoff amount would be to pay the loan in full and he stated it would be {$69000.00}. I gave him my bank routing and bank account number and he processed the payment and I received a confirmation email indicating a payment of {$69000.00} with an effective date of XXXX/XXXX/2016. I then received a phone call on XXXX/XXXX/2016 indicating that they had made a mistake and applied the incorrect amount of {$1000.00} and to call them to resolve the situation. I called them on XXXX/XXXX/2016 and spoke with a supervisor who informed me that although it was their error and we received a confirmation email indicating the full loan payment of {$69000.00}, we were still going to be charged one day of interest of approximately {$22.00}. I as the consumer did everything on my end to payoff the loan as of XXXX/XXXX/2016 and had no control over how they applied the funds.
Company Response:
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2016-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I want to file a complaint against Citizens Bank and their service provider handling my student loans XXXX XXXX. In the FAQ page of their website, it says I can choose to have anything above my minimum payment applied directly to my principal balance. I pay over my minimum balance every month, I called and asked to have a written confirmation sent to me that all of the money above my minimum payment is being applied to my principal balance. They have denied this request for written confirmation and " assured me '' this is the case. I do not believe this is happening on my account as any payment above my minimum balance seems to just to extend my payment date, which leads me to believe they are applying my extra payment amounts to future interest payments and not applying to my principal balance. Even though it states clearly in their FAQs that I have the ability to choose where my extra payment is applied to ... and they failed to do that for me and provide written confirmation that this is what is happening with my account. I would like them to fix this on my account, provide me with written confirmation that all of my extra payments are being directly applied to my principal balance and not being applied to future interest payments and for them to clarify their FAQs so there is no confusion.
Company Response:
State: CO
Zip: 80015
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Bank is not recognizing a court issued document. I was provided with a three page document for " Voluntary Administration '' dated, signed by the Register of Probate and stamped with a seal. The bank wrongfully insists that the Court will be sending some document, a call to the Probate Department @ XXXX verified no further issue is coming from the Court. I do not think it is my responsibility to wait for the folk to learn what they should know to hold the position they have. Just want to close the account. have been there four times already.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I sent a letter on XXXX XXXX, 2016, by US Mail to Citizens Bank in XXXX ( directly to XXXX XXXX, manager of the XXXX XXXX branch, with whom I had spoken previously ), requesting XXXX info on my late uncle 's account. I followed up a month later by telephone and was asked to email the letter, which I did. Numerous follow-up calls, emails, and letters went unanswered. It was not until I took my complaint to XXXX and XXXX that I got the desired result, more than 6 months later.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I originally applied for mortgage remediation in XXXX XXXX. My request was denied in XXXX XXXX. I applied for mortgage remediation again in XXXX XXXX. I started making trial mortgage refinance payments on XXXX XXXX, XXXX. My mortgage was refinanced in XXXX XXXX, and I returned the final signed documents on XXXX XXXX, XXXX. Despite all of my payments to the mortgage company, Citizens One reported my account as 150 days late as of XXXX XXXX, XXXX, and then 120 days late as of XXXX XXXX, XXXX. Both reports are false. When I called to complain about both items ( which are now on my credit report ), I was told that my account was now current, but that Citizens One would NOT be removing either negative item from my credit report. I have attached four files to demonstrate all of these assertions.
Company Response:
State: MD
Zip: 20886
Submitted Via: Web
Date Sent: 2016-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-23
Issue: Getting a loan
Subissue: Qualify for a better loan than offered
Consumer Complaint: Citizens ADVERTISES Student Loans starting at 2.49 % with a parent cosigning. We cosigned and the rate came back a 6.49 % or 161 % over the best available rate. We were immediately concerned that there was an issue with our credit rating, in fact worried of identity theft due to the high rate offered. Upon speaking with the representatives, we were told that our rate was determined only by one factor, the higher XXXX rating of the student or parents. Our rating was actually EXCELLENT at XXXX. In fact, this is a quote from XXXX. At this point, we asked HOW MANY PEOPLE ACTUALLY QUALIFY for the 2.49 % rate. We were told that information is " proprietary. '' I asked if she ( Supervisor XXXX XXXX ) knew of ANY LOANS given out at the advertised rate. She told me that information was also proprietary. In my opinion, they are using deceptive advertising practices. Listing rates that they never intend to fulfill. " It 's important to understand that if you have a XXXX score above XXXX, you 're going to be getting the best rates and opportunities, '' says XXXX XXXX, director of public relations at XXXX, the analytics company whose credit scores are most often used to determine a borrower 's reliability. " While it 's nice to aspire, you really do n't need to, '' he says. We believe that this is a case of false advertising ... of luring customers in with low rates and then not pro
Company Response:
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2016-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens bank charged me overdraft fees on an account that never went below {$180.00} then only refunded me one of the charges. There explanation is that there is a time period between when funds on hold are removed from being " funds on hold '' and when they are posted to the ledger which the man I spoke to went on to explain means that there is a time period where a consumer using the available balance they provide online would be operating on information that Citizens bank knows is not accurate but is disclosing anyways. This is clearly an unfair and deceptive practice as the bank is providing a misleading account balance that consumers reasonably will believe is accurate when making decisions.
Company Response:
State: NY
Zip: 12065
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I did not receive at least 15 days notice on the transferring of my mortgage servicing rights. Citizens is transferring my loan services effective XXXX XXXX, 2016. The letter dated XXXX XXXX, 2016 was not postmarked until XXXX XXXX, 2016 in XXXX VA, I live in XXXX, MA, I revived the transfer notice when it on XXXX XXXX, 2016. This is not adequate time. Citizens knows this is a mortgage loan under the Section-8 Homeownership program, adequate notice must be received in order for the public housing authority and myself to respond and prepare for the mortgage transfer.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I noticed that my account had been charged XXXX overdraft fees in the amount of {$35.00} each totaling {$70.00} from Citizens Bank on XXXX XXXX. Not understanding this I called Citizens Bank to get an understanding. After an hour of the customer service rep speaking to me and not giving me a clear understanding of why they charged me the over draft fee she hung up on me. So I called back and spoke with another customer rep and once again she could not give me a clear understanding of why they charged me this over draft fee so she informed me that she would get her manager on the phone who can better explain what was going on. XXXX the manger begins speaking with my and pretty much stating the same thing the customer rep stated which was still confusing, she then decides to walk me through bringing up the overdraft notice which was sent out to me online so I can see what brought my account to a negative. What I noticed was the amounts that the XXXX prior customer reps were informing me brought my account to a negative was incorrect. XXXX continues to inform me that the online ledger is not a reliable tool and that the information I see is not accurate and that I should not rely on it. So I asked XXXX, you 're telling when I am checking my account online and on my phone multiple times a day to make sure my account is balanced the information that Citizens bank is posting is not accurate so I should not rely on it. Well this completely blew my mind. Mind you the whole time I am speaking with XXXX she has been nothing but rude and condescending. Citizens bank has charged me overdraft fee totaling almost {$1000.00} dollars this year some have been justified and and when they are I just pay it but also some have not and when I call they give you the run around and do n't fully answer your question until the point where you become frustrated and just give up. Once again Citizens bank taken my hard earned money and the post inaccurate information on your account. I will be closing this account shortly. Prior to this Citizens bank posted an aomount of XXXX to my account which also caused me to go into over draft which they charged me {$35.00}. They refunded the XXXX because I disputed but will not refund the {$35.00} the charged me. I am not sure how that works at all
Company Response:
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2016-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No