Date Received: 2015-08-18
Issue: Dealing with my lender or servicer
Subissue: Don't agree with fees charged
Consumer Complaint: My name is XXXX XXXX. XXXX held XXXX student loans of mine, XXXX part with the Dept of Ed and the other part commercial loans. I consolidated my loans with a new plan offered by Citizens Bank, and managed by XXXX XXXX, XXXX. Despite me giving Citizens Bank the proper XXXX addresses to send payoff checks to XXXX, they sent all the funds to the Department of Education, an error they have acknowledged. The time to correct this issue was lengthy, roughly 4 weeks. My first payment was due to XXXX XXXX on XXXX. However, Citizens Bank had not completed the corrective action to receive excess funds from Dept of Ed, and write new check to XXXX commercial side. XXXX put my loan in an administrative forbearance to allow more time to finish the payoff process with XXXX. However, I asked them to assist me with the interest accruing on my new loan, and they refused! In spite of their acknowledged error, and the fact that I was still making payment to XXXX. My customer service rep at Citizens Bank, XXXX XXXX, remarked to me on the phone that he believed I should n't have to pay the accrued interest, as did the customer service rep from XXXX XXXX that we had a conference call with. The new loan amount is {$45000.00}, when the note was for {$44000.00}, a difference of {$330.00}. This is unfair and I think the DoE should be aware of this given this is a new consolidation product being offered and not only are they making mistakes with large amounts of money, but they are now abusing consumers.
Company Response:
State: NJ
Zip: 08050
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am a XXXX in XXXX XXXX, XXXX XXXX, XXXX, Pennsylvania. I have a business account with CITIZENS BANK. As you would expect, I am mindful to keep all patient information strictly confidential. Money issues tare also private and are worked out as part of the confidential XXXX. I was treating an XXXX y.o. patient suffering from XXXX XXXX. Her mother was paying fro my services and I offered this patient a substantial break in the fee because they were having financial difficulties and the daughter desperately needed my help. The mother gave me a check for {$360.00} that bounced on XXXX XXXX which is something normally handled confidentially with the payer. To my surprise, I received an email XXXX XXXX from my patient 's mother accusing me that my " collection service '' removed {$50.00} from her account without her permission. I said I had no such service. She told me my business " XXXX XXXX '' was identified on the transaction. I told her this must be from her bank or mine but I had NO collection service. I was baffled. I went to CITIZENS BANK and they said that this did not involve CITIZENS BANK and the fee must have come from her bank. I repeated this to my patient 's mother and she became angry that I did not know what I was talking about. The bounced check, together with her financial difficulties and her anger that I would penalize her doubly for money woes, drove her to remove her daughter from my care. Five days later, I received a letter from " XXXX, '' welcoming me to their company. In the packet was a letter of authorization I was to sign. This is the XXXX I ever heard of this company. I was irate. I returned to CITIZENS BANK and spoke to XXXX XXXX, a personal banker, who said that CITIZENS BANK would never allow a XXXX party to go into a customer 's account without the customer 's permission to collect a debt. She asked the bank manager about this and he confirmed that that would never happen. I asked her to look into my account further. She began searching and made a phone call to the corporate office in my presence. She and I both learned, only then, that CITIZENS BANK partnered with XXXX to collect debt on bounced checks for their business accounts. I had this account for about 2 years and was never told of this service. The bank officials at the local office never even heard of this so it would have been impossible for them to inform their customers. I called XXXX and spoke to XXXX XXXX ( XXXX ) who said this was a strategy by CITIZENS BANK to be more competitive. He apologized, recognizing this grave error, and I demanded he return the {$50.00} fee which he said he would. That is NOT enough. First and foremost, the confidentiality of my patient and her mother has been compromised. A therapist has a professional and ethical responsibility to uphold the privacy of their patients. My bank interfered with my professional duty to provide caring, trustworthy therapy to my patient. Second, they compromised the health and safety of my patient. Given the mother 's financial instability, I was working hard with her so that I could continue treating her very sick daughter. CITIZENS BANK interfered with that relationship. Third, they compromised my reputation in the community as well as with my professional colleagues. I am known for providing care for patients, even when they are financially challenged. I want CITIZENS BANK to pay for the harm they have done to my patient and for causing me great distress and the compromise of my professional standing. The corporate office of CITIZENS BANK called but offered no apology. I want to pursue this complaint to the highest level. This is a breach of patient trust and privacy and it is gross interference with providing mental health care. Case # XXXX
Company Response:
State: PA
Zip: 19087
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-18
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My complaint is about overdraft fees and service charges to my bank account in excess of {$130.00} accrued in less than XXXX month due to overspending the account by {$40.00}. I opened a checking and savings account with Citizens Bank after receiving an incentive in the mail - open an account, receive {$200.00} after making several deposits. I initially deposited {$200.00} into the new checking account, and {$25.00} into savings. I made several purchases in XXXX 2015 and was charged XXXX {$35.00} overdraft fees totaling {$70.00}. Beginning XXXX XXXX and going on for the following XXXX days ( I am still unclear how long exactly this will continue or how to make it stop ) I have been charged an additional {$6.00} " service charge '' for " sustained overdraft fee '' EVERY DAY plus {$2.00} for the statement delivery. When I called the bank they were not able to clearly explain to me when the 10 days starts or stops. They also said it was not possible to close the account or cancel the fees until the account had been paid in full. I only overspent my account my {$40.00}. I am happy to pay that back as that was an accidental overage, but to now owe this bank almost {$140.00} more because they did not clearly explain their overdraft practices when I opened the account seems wholly unfair and unreasonable. Please help!
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-16
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I was approved by a mortgage by XXXX, but my current bank, Citizens Bank, said they would meet or beat any competitive mortgage rate. Based on this, I sent my good faith estimate to them which I received from XXXX with a 15yr 2.875 % rate and a {$1000.00} credit. As I have done banking with them for 20 years, and also have my business account there, they sent me an email saying they would offer me a better rate at 2.75 % with no discount fee and appraisal fee paid. I reached an agreement with the mortgage agent for a 2.75 % rate, no discount fees, and a {$500.00} credit. I went to the bank the next day and signed all the paperwork with Citizens Bank. Good faith estimate was sent to me three days later which was incorrect ( and inconsistent within the document from section to section as to what was being offered ). I informed the mortgage agent and was told that it was a system generated email which did not reflect our agreement, but it would be correct at closing. This was a short sale situation and the bank holding the property paperwork had already agreed to an extension and would not give another, so we had to close on XXXX/XXXX/15. Received the HUD one hour before closing and saw it was incorrect. It did not reflect our agreement ( and did not even match the Good Faith estimate ). The HUD showed the correct rate, but added discount points and I was charged for the appraisal. There was no credit given. Called the agent and she refused to re-issue the paperwork to the bank. Tried to call her supervisor with no success. As this was the last possible day to sign the closing I signed the paperwork expecting we could get this resolved after the fact. It has been two months since my closing and my calls/emails to the mortgage agent, her supervisor, his supervisor, and the regional vice-president have all been ignored. I have just now received a form letter stating they will not honor their original agreement. I have a complete timeline and copy of every email/call/document which I will attach ( and which I presented to my branch manager ) and am happy to meet or discuss this with anyone from your agency. Thank you for your assistance in having Citizens Bank honor their original agreement which was used to get me to sign up with them. Best regards, XXXX
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2015-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-13
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: XXXXDear Citizen 's Bank : These are instructions given to me by XXXX XXXX XXXX for Citizen 's Bank:1. Citizen 's Bank need to file a claim in order for XXXX XXXX XXXX to investigate the students loans that Citizen 's Bank are alleging that me and my mother 's cashed or deposited at XXXX XXXX XXXX in XXXX and XXXX. 2. XXXX XXXX XXXX has checked both : my mother 's account and mine and did not find any cashed or deposited checks from Citizen 's Bank. I, XXXX XXXX, did n't have an account with XXXX XXXX XXXX until XXXX and I closed my account in XXXX because of fraud happening to my checking account that I was cleared of the charges at a later date by XXXX XXXX XXXX. I can get XXXX XXXX XXXX to confirm this in number XXXX and they did check my mother 's account and they did n't find anything on her account relating to Citizen 's Bank student loans. 3. This one student loan that Citizen 's Bank sent to me and my mother in the amount of {$15000.00} is fraud and the account number is not the same for me or mother 's accounts with XXXX XXXX XXXX. The Backsplash says XXXX XXXX XXXX and I highly doubt that in 2 or 3 days that a check can get to XXXX, XXXX from XXXX XXXX. Did Citizen Bank send the checks overnite through a shipping company? The check was disbursed XXXX/XXXX/XXXX and according to the date of cashed or deposited it was on XXXX/XXXX/XXXX and then below it says XXXX/XXXX/XXXX. 4. XXXX XXXX XXXX will give Citizen 's Bank a reference number once the claim is filed. 5. Please mail me the reference number, so that we can keep up with XXXX XXXX XXXX 's investigation. 6. We are innocent and once that is proven, please write the {$35000.00} check to me and mother and have the check mailed to : XXXX XXXX - XXXX XXXX, XXXX XXXX ( we have been wrongfully punished for so long. ) I do not understand why Citizens Bank is not following the proper steps to dispute this claim with XXXX XXXX XXXX, we have repeatedly expressed orally and written to Citizen Bank that we did not cash or deposit these checks at XXXX XXXX XXXX. We have filed police reports and filled out ID theft affidavits and Citizen 's Bank still have not filed a claim with XXXX XXXX XXXX so that XXXX XXXX XXXX can find out where these checks were deposited or cashed within their Bank. What Citizen 's Bank gave to us, is a copy of XXXX check in the amount of {$15000.00} and it is fraud. This money did not go into my mother 's account or mine. Thank you and I look forward to communicating with you. CC : XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX
Company Response:
State: TX
Zip: 77091
Submitted Via: Web
Date Sent: 2015-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I just read an article in the XXXX XXXX XXXX about Citizens bank being fined for botched deposits. Well it just happened to me, so they are still doing it to consumers. On XXXX/XXXX/15 I deposited a check for {$3700.00}. Fortunately I had the check photo printed on the receipt and it only shows {$740.00}. On XXXX/XXXX/15 I went to the branch and they said it would take up to 10 business days for me to get my {$3000.00}. I think this is not right! You should fine them some more.
Company Response:
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2015-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-12
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I combined a home mortgage and a heloc and refinanced with my existing lender Citizens-CCO Mortgage. Closing was Tues XXXX XXXX, 2015. I was told many times that no XXXX XXXX mortgage payment would be needed. 6 days later, on Monday XXXX XXXX, an auto-pay for {$2400.00} was deducted from my checking acct, and applied to the closed loan. The unexpected payment made my checking acct overdraft by {$640.00}. The Loan Officer admitted his error ( that he never cancelled the auto-pay ), and he put in writing that I was due the principle and interest refund. He also said escrows from the closed loan would be refunded in 2-3 wks. On XXXX XXXX, {$2400.00} was wired to my checking acct. ( {$2400.00} is the total of all escrow money held in the closed loan ). The Loan Officer then stopped returning my calls and emails because he focuses on loans, not closings. In XXXX I had 3 meetings with Citizens Managers trying to get my principle and interest returned, but they said no money was owed. The Title Company Manager told me that this problem is common with Citizens-CCO, and that other closings that occurred at the end of the month resulted in customers who were trying to get their " extra payment '' returned too. Then in XX/XX/XXXX the local Citizens people sent my issue up to the Office of the Chairman ( OOTC ) of Citizens Bank. Then I started receiving finance charges due to the overdraft that was caused by the Loan Officers negligence. I reluctantly paid the {$640.00} overdraft funds in order to stop the finance charges from occurring. The OOTC reviewed the situation and in XXXX they said no money is due back because they already sent me the {$2400.00} escrow money. Then in XXXX I supplied documentation again proving I was owed money for the extra payment of principle and interest. Then in XXXX the XXXX replied that they sent me the {$2400.00}, which they now claim was the principle and interest plus 1 days ' worth of interest! So I have 2 letters from the OOTC which directly conflict with each other! If they ca n't figure this out, who can? I wrote to them and asked them to tell me the correct answer because their letters say 2 totally different things, and for the last 2 months they refuse to look at the issue because they say they already addressed it. Frustrating! I have asked for a face to face meeting, I have asked repeatedly for a phone conference to go over the documents, I have great email trails, and documents to prove that money is owed to me. I have spent more than 100 hours working on this, to no avail. I have written nice letters, and I have more recently written stern letters XXXX but always respectful ), trying to get action. I have spoken to experts in the mortgage field that tell me to file a complaint with the CFPB to get action.
Company Response:
State: MI
Zip: 48187
Submitted Via: Web
Date Sent: 2015-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-11
Issue: Settlement process and costs
Subissue:
Consumer Complaint: In the year 2000 I paid and closed a equity line of credit, and Citizens Bank never notified the Registry of Deeds in XXXX XXXX in the State of Massachusetts I had to pay {$77.00} to record this discharge which I feel the bank should have paid for the discharge. In the cover letter nothing ever said or implied that it was up to me to have this document recorded
Company Response:
State: MA
Zip: 02050
Submitted Via: Web
Date Sent: 2015-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-10
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I had an account with Citizens Bank. I contacted the bank about suspected fraud in 2012 and until this day I am still unable to open another account. When I call to speak with someone on the matter I get XXXX response so I do not know what steps should be taken.
Company Response:
State: PA
Zip: 19115
Submitted Via: Web
Date Sent: 2015-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX/XXXX/12, someone withdrew {$5000.00} from my mother 's account at Citizen 's Bank at XXXX XXXX XXXX in XXXX XXXX, CT. The savings withdrawal slip was made out in the name of XXXX XXXX. That is not my mother 's name. It is XXXX XXXX. Supposedly, the bank did an investigation of this matter and said that everything was in order, but no one supplied the results of this investigation to my mother. My higher is XXXX years old. She has XXXX checking accounts, and had no need to withdraw money from her savings account. She has been in ill health over the past several years and is rarely out if the house. She did NOT make this withdrawal. I have attached a letter by XXXX XXXX, a friend, who wrote a letter to the bank and discussed the issue with the bank manager.
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2015-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No