Date Received: 2016-01-25
Issue: Taking/threatening an illegal action
Subissue: Threatened to sue on too old debt
Consumer Complaint: I got a letter from XXXX XXXX, XXXX. I live in XXXX now and they are sending it to my XXXX address. They state that I owe {$670.00} for an RBS Citizens , N.A . account with XXXX # XXXX. First of all, I have no idea what this account is. I have never been sent any verification of this debt. I am formally requesting substantiation of debt since I live in XXXX. Second of all, they are requesting that I " settle '' this account for 40 % ; however, they also state that this debt is too old to be sued on. To use the word " settle '' implies that they are going to sue me. This debt has passed the statute of limitations and to me this is a violation of the FDCPA to threaten to sue me an an old debt.
Company Response:
State: SC
Zip: 29607
Submitted Via: Web
Date Sent: 2016-01-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-23
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have a loan with rbs citizens bank. Their fees are ridiculous if you ever get behind in a payment they talk to you like XXXX terrible customer service i tried to defer my car payment do to hardship they denied it i asked could they change my payment day later in the month they refused to. Two days before my loan was 2months behind i tried to pay for one month they refused to take my payment they demanded i pay for both months and a ridiculous reposession fee. My car was never repossessed they told me the fee was because they submitted it to be repossessed on top of these ridiculous late fees i am current with my loan but for some reason they are still charging me late fees. I dont like to call them because they are so rude
Company Response:
State: IL
Zip: 60644
Submitted Via: Web
Date Sent: 2016-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-22
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I went to the Citizens Bank branch to pay my home equity loan in person. i pay in person each month. I arrived on XXXX XXXX and was told they could not take my payment because the computer was down. I begged them to hold my check and process it the next day but they refused to do so ( i was told they had nowhere safe to keep it overnight ). I returned on XXXX XXXX and was told i was to be charged a late fee. They also told me to mail my payment instead of coming in personally ( as a customer, i find that insulting ).
Company Response:
State: MA
Zip: 01104
Submitted Via: Web
Date Sent: 2016-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-21
Issue: Can't repay my loan
Subissue: Can't get flexible payment options
Consumer Complaint: My daughter attended XXXX XXXX and XXXX XXXX, NJ graduating in XXXX with a BS in geology. During this period I was employed. After suffering a XXXX XXXX and long unemployment, we were unable to make regular payments on the loads, and my daughter, while employed, makes less then {$10000.00}. Consequently we missed making loan payments. I contacted the legal department and the Office of the Chairman of Citizens bank, the lender, in XXXX XXXX in an effort to reestablish an affordable repayment plan. After several discussions in XXXX of XXXX, I was instructed in writing by the legal department to submit XXXX {$100.00} payments with the expectation that I would be subsequently billed regularly in an effort to repay the debt. I received no billing, and no further correspondence or contact until XXXX XXXX, XXXX. Starting on XXXX XXXX, XXXX, Citizens bank began dunning calls, XXXX to XXXX times a day, and began calling relatives. Then I received a letter on XXXX/XXXX/XXXX dated XXXX/XXXX/XXXX acknowledging the payments, advising that no further payments were received " since XXXX/XXXX/XXXX on the above referenced account, which you agreed to pay. '' Yes, I did agree to pay, where are the bills? Why have they immediately resumed vicious dunning tactics? Why did they not follow through with our agreement to resume billing?
Company Response:
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-18
Issue: Rewards
Subissue:
Consumer Complaint: On XXXX XXXX, 2016 I redeemed XXXX Everyday Rewards points on my Citizens Bank XXXX which entitled me to a cash deposit of {$120.00} to my Citizens Bank XXXX deposit checking account. The deposit normally takes 3-5 business days and as of XXXX XXXX, 2016 I have not yet received it. The redemption was made online. On XXXX XXXX, I notified the Everyday Rewards department by telephone and was assigned case # XXXX to my complaint. Since then I have made several telephone calls to check the status of my complaint but could not receive any information other than they were working on it. On XXXX XX/XX/2016 the branch manager of the XXXX ( PA ) branch called them in my presence and could not get any information. Given Citizens Financial Group 's past history of misappropriation of depositor funds, I can not help being suspicious of their behavior in this matter. I am therefore requesting the assistance of CFPB in resolving this matter.
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-16
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account in XXXX 2015 with Citizens Bank, in XXXX, PA, with XXXX XXXX NMLS # XXXX. Iam XXXX so I receive a check once a month on the XXXX.At the time, I gathered {$20.00} to open this account.I was so excited cause everything went well.At th time of this new account Citizens was running a promotion.The promotion promised a deposit of {$200.00} to my checking account after three consecutive months of my XXXX deposits. XX/XX/XXXX I stopped at another Citizens off of XXXX XXXX in XXXX, PA..It was only $ XXXX- {$30.00}. This guy informs me that the account was set up wrong and said do not worry he would fix it.I thought nothing of it. When I did not receive the {$200.00} after the 90 days, I called and was told 120 days.After 120 days, I called again and was told I was miss informed and it was 190 days. Now, please keep in mind I just lost my home, my daughter was XXXX my family member and was really counting on these funds for the holidays. Then, comes the letter from some big wig, XXXX XXXX at XXXX Eastern Time, that states I am not eligible to receive the funds because their records state I opened to accounts in under six months so I wont be receiving the promised {$200.00}. How much sense does it make that a poor person, who just came from being homeless from losing 25 years of house payments and belongings and living on streets until I could get a slum roof over our heads before winter set in.I NEVER OPENED XXXX ACCOUNTS THEIR EMPLOYEES XXXX THIS UP AND THEY WILL NOT ADMIT IT.I requested proof of my signature for XXXX accounts XX/XX/XXXX..I heard nothing since. Now, they took a {$35.00} overdraft fee and will not return it when they know it is their error.The bank manager in XXXX, PA AGREED AND COMPLETED paperwork to get it back and now they are saing I had a {$5.00} overdraft the day before my XXXX deposit came in on XX/XX/XXXX. I took my rent on XX/XX/XXXX which left me {$.00} in my account. The next Monday ( 2days after ) went in to deposit {$5.00} from money order so I could use the {$15.00} for train to get to doctors office and that 's when they hit me with {$35.00} fee.I went directly to manager, ( 3rd time they assigned {$35.00} fees that should not have existed ). Look I HAVE had a few times that I did use the overdraft option and had no problem paying their initial {$35.00} fee and then their {$6.00} daily fee until you replace the funds borrowed and {$35.00} fee. I want my {$200.00} and my {$35.00} fee from XXXX/XXXX/15 before I find another bank that do not steal from their customers.I am not the only one. Apparently, they do this often.I even witnessed XXXX people fighting for the same thing but they are accepting it cause they are given no other recoarse.
Company Response:
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2016-01-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXXwas the closing of the home I sold XXXX - the XXXX held funds because of the buyer on XXXX funds were release and the bank was paid on XXXX I got a letter from the bank stating I was 30 days late in my mtg payment the letter was dated XXXX and I figured that the funds crossed with the letter. on XXXX - I was notified via e mail from my credit bureau that I was late in my payment. I called the bank and was informed that the letter was a mistake. I was not in default. The payoff was short and that they were going to notify the title company that day. I asked to have my credit corrected and they were to do so. I asked what else I should do and was informed to call my closing attorney and give him a heads up. This was the first time he got this information. He tried to call the bank but they would not speak to a third party and he told me I had to call them and to speak to a supervisor. Which I did. I spoke with Crystal the supervisor I asked why I was no one informed until now. She said they tried to call me at two phone numbers that have been out of service for 5 years. Now They have been mailing all the information to the Florida address but they never called the Florida number. She informed me that they sent a fax to the sellers attorney informing them of the shortage. They never got the fax, I asked if they would wave the fee and she told me that the best she can do is remove the {$72.00} and the payoff would be {$930.00} She also told me that no further late fees would be applied. She asked me when this would be settled and I told her I wanted it done that dayFriday XXXX. I informed my attorney and was asked to call XXXX back and have her fax the payoff total to them with proof that they faxed the information to the sellers attorney. This was not done. I called XXXX back 4 times on Monday XXXX no response. Tuesday XXXX I got a call from the default department about my late mtg payment. Spoke to XXXX who told me that XXXX is very busy and could not speak to me now but she would send an XXXX mail to her. On XXXX I got another call from the default department. Spoke to a XXXX who said there were so many names on this issues she would put an urgent e mail to XXXX to get in touch with me that day. I also called XXXX back and asked her to call me and she did not. I was reported to the credit bureau twice more on XXXX & XXXX for a late mtg payment and the total was now up to {$2800.00}. I do n't know what to do. I do n't want to ignore this situation I want this settled. I also e mail two ceos of the bank and my attorney did the same. I also got in the mail information how to avoid foreclosure and to call the default department for help. I am not sure they are all aware of what is going on. I feel so helpless and hope that you can assist me with this matter. I have NEVER been late in a mtg payment so I do n't even know if there was a grace period. If there was a grace period maybe the payoff was correct. ALSO I do n't feel I should be the one to pay this fee but I am willing to do so just to end this matter. Please help me Thank you in advance
Company Response:
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We took a line of credit/mortgage with a swap portion with Citizens Bank for XXXX investment properties in XX/XX/XXXX. The amt applied to principal was to have changed every year in XX/XX/XXXX. The principal amt was never adjusted until we discovered the problem in XX/XX/XXXX. We questioned XXXX and after much harumphing and investigating, they agreed that the amount should have been credited to principal. However, they declared that we then owed them {$5300.00} addition ( tho we had paid every bill they sent ) and deducted it from our account. We protested and they returned the money while not agreeing with us that it was not owed. In XX/XX/XXXX they again failed to adjust the principal amount as they should have. We brought it to their attention again and after much " looking into it '' the situation was resolved and the proper amount was credited as was the principal amount shown on the monthly statement. Again, in XX/XX/XXXX they failed to adjust the mortgage amount to show an increase in the amount credited to principal. We again raised the problem and after some " looking into it '' it has been resolved. However, in every case, the rep to whom we are assigned has been totally surprised by the problem and has required several days to " look into it. '' And the original problem, the fact that they failed to credit the principal properly for 4 years and 4 months still has not been resolved. Citizens is a large bank and this should not happen for years running.
Company Response:
State: PA
Zip: 19130
Submitted Via: Web
Date Sent: 2016-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: As we attempted to financially recover from lengthy stints of unemployment, due to the XXXX recession, it was in XXXX of XXXX that our cash reserves ultimately expired. Neither my wife nor I were able to obtain employment at that time. And access to any unemployment benefits had lapsed. The bank 's actions ( or lack of ) to obtain a loan modification or seek financial assistance has only made our financial situation worse -- and more stressful on the family. We have literally spent hundreds of hours of filling out forms, collecting statements and faxing XXXX-plus pages of documentation to them at a time. It felt at times as if the bank was attempting to coerce us to short-sell and play on one 's own fears during times of great stress. Phone conversations with bank staff show a pattern of negative suggestive type statements rather pursuing a constructive plan of action and possibilities. Questions by bank staff were asked in a manner as to not divulge options readily. For example, questions about our intent to sell the house or confidence in finding work, were carefully asked before any mention of the loan modification program was made. Our inability to move forwarded after 2-years with a loan modification, even after several petitions, raises into question the bank 's intent of genuinely completing a loan modification -- even though it 's associated with a Federal HAMP program. Even after showing a full rebound in income in XXXX and obtaining a full-time professional position in XXXX with a large multi-national company, the bank 's actions have not changed. The bank 's actions have only changed upon contacting our state 's Attorney General and one our Senator 's for assistant. This included having the bank stop the robo-phone collection calls, calling from unrecognized phone numbers, claiming to lost or not have received the paperwork, not willing to correspond via email as the process evolved and more. Or, when the town considered placing a lien on the property for real estate taxes has the bank ever disbursed funds of any kind. If the town placed a lien of the property it takes precedence over the bank 's debt claims We have provided the bank with an extensive amount of personal information through the submission of bank statements in full. It is possible, for example, to assess our family 's medical care activity by scrubbing these bank statements. In return, the bank has provided no information in regards to a proposal of any kind or even articulating the financial concerns they may have. Instead, the bank has returned our checks when attempting to make a payment. The claim being they will not accept payment unless it is of the amount specified. Which is impractical upon initially regaining employment and beginning to financially recover. At this time our mortgage payments are not accepted and the loan modification process is beginning again -- for the sixth-plus time. This unfortunately goes against our credit and falsely creates the appearance that we are not making attempts to rectify the situation. We consider these loan modification actions to be nothing short of predatory, fraudulent and negligent given the process is tied to a federal program. Especially in light of the fact that the banking industry itself was bailed out by the federal government at a never before seen level of support. As a family, however, from the bank 's perspective, we are not to be afforded a similar opportunity to financially recover. Nevertheless, we remain optimistic that a loan modification will obtained. Our primary request is that the process be fair and equitable and that by filing this complaint it will bring a sense balance to the situation.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2016-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-09
Issue: Billing disputes
Subissue:
Consumer Complaint: The account has been open since XXXX. It has been in good standing with no issues. Payment has always been made on time, and well over the minimum payment due. In XXXX I traveled the world and did not have a steady mailing address. My credit cards are all set on auto pay, however XXXX never activated the auto pay and I had many issues with this. If my payment was due I would typically pay online, or over the phone. In XXXX XXXX I never received notice that I had an outstanding bill due. Finally, well after the payment was due and after I was reported to the credit bureau I received notice that I had a payment due. The minimum payment was for about {$120.00}, to show good faith and make sure they knew I was not trying to dodge my bills I paid {$1000.00}. I was told my account was in good standing an no further issues.
Company Response:
State: AZ
Zip: 85258
Submitted Via: Web
Date Sent: 2016-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes