Date Received: 2015-12-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizen Bank has been taking out monthly fees for over three years from my bank account and never once informed me of these transactions. I never once received a phone call, email or letter, telling me this was going on. To my knowledge every bank I deal with even if I do not get monthly statements, will write to let me know what is going on with my account. This bank failed to do, instead just go into my account and help themselves to a monthly fee and now refused to give back my money. Do you know of anyone who has a bank account and allow them to do as they like with your account, without your knowledge and then turn around and blame the customer. Also you believe the bank is a safe place and you want interest not someone to go behind your back and steal your money.
Company Response:
State: MA
Zip: 01970
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-01
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 I went to Citizens Bank on XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX for usual routine of withdrawal of Child Support money on my XXXX State Debit Card, which I 've been doing for years due to XXXX state contract with Citizens Bank. Upon speaking with the teller, I was told to wait because she was unsure of the current procedure. Teller informed her Supervisor, XXXX XXXX who informed me that I would be unable to withdraw full amount of {$1100.00} and limited to {$500.00}. I informed Supervisor that is not accurate and I 've been doing this for the past 10 years since I have moved to CT. The Supervisor requested a picture I.D, which was provided, but due to address change sticker on the back of my license, which is required by State Law and was done by DMV, she questioned my identity. Mailing address was verified by providing her with XXXX letters with my name and new address that matches my I.D . All of this happened in the middle of the bank, while other people and tellers witnessed embarrassment that Supervisor put me through. Proving my identity was not enough for her and she went to her office to make a phone call to report and verify if she can proceed. When she came back, I was informed that she would be able to " give me all of my money that was requested earlier ''. At that point I felt extremely humiliated and decided that I was no longer interested in the transaction. I informed XXXX XXXX XXXX, that I was mistreated and she used her authority to embarrass me in front of others. As a Branch Manager she should have handled this situation with more professionalism. Supervisor last comment was : " You are not a customer and I do n't have to take care of you ''. After last comment I just walked out of Citizen Bank.
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2015-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-01
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I am the XXXX XXXX for the XXXX of XXXX XXXX. A resident, XXXX XXXX, came to see me regarding an issue he is having refinancing a home equity line he opened last year with Charter One/Citizens Bank. At the time of opening the line, the property XXXX XXXX owns at XXXX XXXX XXXX in XXXX XXXX had no mortgage. XXXX XXXX obtained a home equity line for {$75000.00} based upon Citizens ' appraisal of his home which came in at {$94000.00}. This year, XXXX XXXX attempted to refinance this adjustable rate loan into a fixed rate mortgage, but was denied by XXXX based on their appraised value of {$44000.00}. We have opened a separate complaint against XXXX based on this appraisal, which we feel is low for the condition of the property, however, another concern has arisen during our analysis of comparable sales. It appears that the Citizens appraisal was over-inflated and not supported by area comps. This led to XXXX XXXX being granted a loan that he can not refinance into a fixed rate mortgage because he can not get an appraisal to justify it. One comp used in the Citizens appraisal was for a property outside of the city, and another was for a parcel with very different characteristics. A detailed analysis of our findings is attached.
Company Response:
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2015-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Several months ago I fell behind one payment on my mortgage with CCO. I made a payment arrangement to divide that payment up into 6 payments due at the end of the month, instead of the beginning. For the last 4 months I have been paying as agreed and even paying a late fee monthly for the missing month 's balance, while they continue to report me delinquent to the credit bureaus. On XXXX/XXXX/2015 I found out from my insurance company that due to changes I had made to my policy many months ago, my insurance dropped significantly. The overage had been returned CCO Mortgage months ago. I contacted CCO to verify this, and the told me my escrow account now had a surplus. I am upset because the company refuses to release that money to me so that I can apply it to the my negative balance, and they refuse to apply it to the negative balance themselves. Instead they are requiring me to pay off my balance before they will apply the excess funds in the account to my loan. I believe this is an unfair practice because if I had no balance they would return the money to me. I understand CCO not wanting to release the money to me, but not why they refuse to apply it towards my loan. This is simply a way for them to continue profiting from the late fees they are charging. If they were to apply the surplus to my negative balance, not only would I no longer be delinquent, I would still have a surplus. This is also affecting my credit, as they continue to report me to the credit bureaus as late every month until that one month I was late is paid in full, even though I have been paying my payments as agreed in the payment arrangement.
Company Response:
State: CA
Zip: 92557
Submitted Via: Web
Date Sent: 2015-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Bank - refinancing of equity loanI was notified by bank that my existing equity loan was about to expire. after check alternative sources - I was encourage to simply refinance the loan through the local Branch ( XXXX XXXX, XXXX XXXX ) After submitted all necessary documents the loan was approve by their Mortgage Dept in XXXX XXXX? I had a closing and signed all requested documents - the loan was posted with the new balance available .. now after month+ ( I had drawn no additional funds but made several payments to the equity loan - now they have screwed up now asking for more documents? the local branch called and stated the want a copy wife 's original death certificate - Although I had already furnished it originally - I called the local funeral parlor and they went to the town hall got another certifified and delivered it to the branch personally - now they apparently want more documents - my equity on- line shows XXXX balance available - and even does n't show my equity payments I made through interbank transfers - I have over 15 years experience with never a late charge and both Citizens business and personal accounts .. my credit rating is and has always been excellent with a XXXX + rating - I have always been prudent with my finances and managed them appropriately - I 'm now in XXXX and likely what ever they might need now is in my home in XXXX XXXX - I think they apparently screwed up internally and if additional documents or information was needed - they should have gotten it prior to approval and closing - not now burdening me from a distance with their incompetence - and now without access to their approved equity loan! my Address in XXXX is XXXX XXXX XXXX # XXXX, XXXX, XXXX XXXX cell XXXX
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-25
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I recently applied for XXXX iPhone Upgrade Program '' which XXXX only comes to find out during the application process ( a process that can only be done in an XXXX XXXX ) that it is really a LOAN application through XXXX loan partner, Citizens One ( for a $ XXXX loan ) to purchase an iPhone. Naive, as I 'm sure most people are who are enticed by this program marketed by XXXX, I made a reservation and appointment to pick up my new iPhone 6S at my local XXXX Store in XXXX XXXX. At no time during the application process, which is all handled electronically, by some kid clerk with an iPhone, was I made aware that there would be a hard inquiry on my credit report ( such a check can have a negative impact on one 's credit score, and lasts on one 's credit report for 2-years ). After divulging all of my sensitive personal information to this kid clerk at the XXXX Store, he entered it into his device, and then snidely informed me that I was not approved! Of course I was shocked -- I have very good credit ( much better than the national average -- it 's in the " Very Good '' range ), with a score of XXXX XXXX XXXX XXXX. Surely with such a good credit score, and history of paying my revolving loans on time, I should be approved for a {$900.00} 2-year loan, with a payment of only {$40.00} per month, billed directly to my credit card -- but no, I was denied! 6 months ago, I was easily approved to purchase a {$65000.00} luxury vehicle, but now I ca n't even qualify to by a {$900.00} phone? Again, my credit report is flawless -- not a single negative item on there, with over 25 years of credit reporting history. Shocked, I asked the kid clerk if I could speak to someone at XXXX that deals with the approvals ( or in this case, denials ) of credit. IT WAS ONLY THEN, that I learned that the credit decisions and loans were not being made by XXXX, but by Citizens One Bank, an organization I had never heard of until this day. So I asked if I could speak with someone there, and he said, no, I would have to call them the next day. Upon arriving home the same evening, I found an email from Citizens One in my inbox. This email explained that I had been denied credit because my " Application Information Does Not Match Credit Report '', and the information used to make this determination was provided XXXX. Well, super, because I 'm actually a registered client with XXXX credit monitoring program, so I thought I 'd be able to call them and clear this right up. Not so fast! I did call XXXX and they informed me that everything was looking just fine on my credit report -- and the inquiry they received from Citizens One actually DID MATCH EXACTLY the information I supplied at the XXXX Store when making the loan request ( which again, I did n't even know I was making a hard inquiry on my credit report ). So what 's the deal?? I proceeded to call XXXX XXXX, but was informed that their system was down, and I 'd have to call back the next day. I did call back the next day, and I was informed that my credit was denied based on negative information received from XXXX! And how in the heck could that be? Logging online to my XXXX account, I printed out a copy of my full credit report, and it 's pristine, with a XXXX score ( " Very Good '' - in the top 12 % of Americans ), and no negative reports. Doing a little more research, I came to find out that I 'm not the only person with perfect credit that this has happened to ... many websites are reporting that thousands of users, just like me with perfect credit histories, have been denied their loans through Citizens One, via the XXXX iPhone Upgrade Program. Here is a link to XXXX such website ( scroll down to the reader 's remarks and read them ) XXXX XXXX 's another site XXXX/Is this a scam?!
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2015-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened a Charter One/Citizens Checking account back in XXXX of 2015 and it 's been a nightmare since. I 've been charged at least $ XXXX {$2000.00} in overdraft fees. Some I am at fault but a bunch of others I am clearly not at fault. I have called their customer service line 4-5 times throughout the months and what 's available online with the customer banking is totally different than what shows. The call I made today was in regards to XXXX overdraft fees that randomly popped up. So I called, once again to see why. I was told they were for XXXX transactions that posted on the XXXX ( not once showing me in the negative ). Needless to say they have gotten me numerous times and they can no longer get away with what they 're doing. I signed up with them because I was told the only " overdraft '' fees I would to incur with be on outstanding " checks ''. I liked that idea because I do not want to spend money I do n't have. Back in XXXX I had called asking what the overdrafts were for they told me they can occur with an instant ( XXXX ) transfers as well. I have mostly a positive running balance as you will see with the attached documents I provided. PLEASE investigate this as I am sure there are a lot of others dealing with this. It needs to stop. Thank you!
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-24
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens bank overcharged me on overdraft fees. Starting with XXXX I was charged an daily overdraft fee of {$6.00} however my account had a direct deposit of {$1600.00} therefore it was not in the negative that day and no document indicates if it was n't brought positive by a specific time the people day that they can charge a fee ( example XXXX the prior day ). This also was the same case on XXXX so with that they owe me back {$13.00}. Next citizens bank charged me {$6.00} on XXXX for my account going in the negative on XXXX however XXXX was not the third business 's day so they owe me another {$6.00} back. Lastly, on XXXX and XXXX I was charged a total of XXXX {$35.00} overdraft fees however only had XXXX transactions to make my account in the negative so they overcharged me a {$35.00} fee. Citizens bank owes me back {$55.00}. You all should audit this bank as I read articles of them overcharging customers with fees. I want my money back.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2015-11-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-24
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My mother and I closed on the home in XXXX XXXX, during this time we were told by the loan officer that the mortgage payment included property taxes and insurance. Our monthly payment was XXXX. Six months later we received a notice to for payment due for the taxes. After corresponding with the realtor and loan officer, we were told that we would not have been financially eligible to afford the additional payments with the loan. We were advised to refinance after residing in the home for a year to receive lower payments. The loan officer asked me to contact her the following XXXX, in which I followed through. I left XXXX voice-mails and never received a return call. My mother and refinanced with another lender as a result. My mother died in XXXX. I was able to continue making payments with the support of family members. In XXXX, I applied for and was granted an Home Loan Modification. I was employed as a XXXX XXXX XXXX from XXXX until XXXX XXXX when my business closed due to lack of enrollments. As of XXXX XXXX, I am gainfully employment, however ; my home is now in foreclosure status. The initial home loan had high interest rate. My mother and I were misguided with the information we received from the involved parties during closing. The refinanced loan also has a high interest rate ; we accepted this loan because we felt we had no other recourse than to move out of the home. Although payments were made up until my unemployment, there remains a large portion due for the first loan. I asking that CFPB would review my loans and find a possible resolution for the balance of these loans.
Company Response:
State: OH
Zip: 45224
Submitted Via: Web
Date Sent: 2015-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: In XXXX I was a victim of Citizens bank 's aggressive and unfair overdraft practices. For the past 6 years I have tried to resolve this harm. Rather than resolve this harm Citizens has damaged my credit, sent aggressive debt collectors to harasses me and my family, and have ignored my honest attempts to fix this wrong. I beg the consumer financial protection bureau for help. The Citizens Bank representative XXXX XXXX ( Office of the Chairman XXXX ) has not responded to at least XXXX voice messages left in XXXX and has not followed up within the 60 days that was promised during our last correspondence ( XXXX XXXX, XXXX ). The damage to my credit is costing me a great deal of money. It is also preventing me from applying to a mortgage. In XXXX a class action lawsuit was won and citizens agreed to pay customers that were previously harmed by the fees as well as to change their future overdraft practices. Citizens Bank did not pay or rebate the fees in my case because my account was overdrawn. Think about this. Citizens charged me {$700.00} in fees through unfair overdraft practices- then refused to remedy my case because I was overdrawn!!!!! Here is exactly what happened : XXXX weekend XXXX, I took my father to lunch on the Sunday. On Monday my account was negative over {$800.00}. How? Citizens put the XXXX lunch through as the XXXX transaction and then processed the smaller earlier transactions from Friday and Saturday. In total I was charged more than {$700.00} in fees. The branch manager would not refund this fees. I closed my account and told them I would never pay. I never paid. I never gave affirmative consent to the overdraft account. I would never agree to pay a {$35.00} overdraft fee for a {$1.00} cup of coffee. The {$700.00} turned into more than {$1000.00} and then according to XXXX debt collector {$2500.00}. I have been negatively affected by Citizens Bank 's poor consumer department, and the negative reports on my credit ( that has costs me huge in all aspects of credit ). The policies that affected me were : Did not obtain affirmative consent from its customers prior to processing transactions that resulted in overdraft fees. Manipulates and reorders transactions so that it can increase the number of overdraft fees it imposes. Manipulates and reorders debits from highest to lowest in order to maximize the number of overdrafts and consequently, the amount of overdraft fees. Delays posting of transactions by customers using debit cards so that customers are charged overdraft fees on transactions, even though the customers had sufficient funds in their accounts to cover the transactions upon execution. Charges exorbitant overdraft fees that bear no relationship to the actual costs and risks of covering insufficient funds transactions. Violates the consumer protection acts of certain states through its overdraft. My rights as a consumer have been violated for 6 years. I demand this is removed from my credit report.
Company Response:
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2015-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No