Date Received: 2023-04-22
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: On Monday XX/XX/XXXX I was trying to get my mom taken off the loan from citizens bank but the only way to do that is to get refinancing from another bank citizens bank does not do refinancing I tried to do that but because the car was at a price more than what's it worth they could not do that and I tried to get a deferment but they wanted me pay interest in advance to the end of the loan which I don't have which is why I asked for a deferment citizens bank could not help me so I am getting cfpb involved
Company Response:
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: THEY KEEP GIVEN OUT MY INFORMATION TO THESE COMPANIES AND PUT THEM ON MY CREDIT REPORT WITHOUT CONTACTING ME FIRST WHICH IS AGANIST THE LAW HAVE NO CONTRACT WITH THEM PLEASE PRODUCE A CONTRACT WITH MY SIGNATURE ON IT OR TAKE THIS OFF AGAIN AND DO NOT PUT IT BACK ON THERE
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: We opened a new checking and savings account online at Citizen 's Bank on XX/XX/2023. To fund the account, an ACH transfer of {$2400.00} from XXXX XXXX XXXX was entered with allocations of {$2200.00} to Citizen 's Checking and {$260.00} to Citizen 's Savings. The {$260.00} transfer is still not completed as of XX/XX/2023. Attempting to resolve the issue with Citizen 's Bank, they disclosed that they had an issue affecting new online enrollment accounts, resulting in our new savings account being " frozen '' immediately after opening with no official reason. The fund transfer was rejected, and Citizen 's Bank is unable to locate our money or assist in any helpful way. Citizen 's claims they returned the funds to XXXX XXXX XXXXXXXX on XX/XX/2023 and provided us a tracking number, but XXXX XXXX XXXX claims they do not have the funds and can not help us.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: My name is XXXX XXXX I live in XXXX Alabama all XXXX of my years. A credit card was fraudulently open in my name in New York where Ive never lived nor do I have no one to visit there. I was contacted by a debt collector company about this matter and filed a dispute with them. I contacted Citizen Bank about this matter provided them with identity from when the card was open and where I resided when it was fraudulently open. I currently live in XXXX Alabama and serve as a XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I received a letter about this dispute and investigation and they stated that it was denied I will take further action in this matter
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My card was stolen or lost. I dont recognize many charges. The charges that I dont recognize triggered over {$140.00} in overdraft fees. Ive been with this bank for many many years, cant believe Im being treated this way. Additionally citizens Bank is supposed to not allow any purchases if the account goes below XXXX. However, they continued to allow the card to be used even though the account was in the XXXX
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023 I set up recurring external transfers out, {$250.00} each, on the XXXX each month, to begin XX/XX/2023. When I signed in to destination acct on XX/XX/XXXX, the funds weren't there. I signed into Citizens Access to find the transfer hadn't been done. I called in, the representative read a statement saying " future dated transactions from XX/XX/XXXX to XX/XX/XXXX are delayed. '' I asked why, and why hadn't I been informed, and she had no answer. She offered to make this month 's transfer for me right away, and I approved, because I needed the funds ASAP. Throughout the call I asked several times for a supervisor so I could get some explanation and to set my expectation of when things would be back in order. She checked three different times but no supervisor was available. She made a request to have someone call me -- Case # XXXX. More than a day has passed and I've heard nothing. Today I signed in to my destination account to find TWO {$250.00} transfers were completed yesterday/today.> This issue comes after an issue I had last year, when I asked for a matured CD to be closed & deposited to savings. 5 days passed and I signed in to find it wasn't completed, again no notice or contact from the bank. When I called in, the rep said " it was done '' but they just hadn't put the funds into my savings. What was done? He couldn't tell me. He promised to ensure the CD gets closed & deposited to savings, and would have someone call to let me know when it was complete. Three days later, no call, and still no funds. Online the CD appears to still exist. I called yet again, and the rep said it's scheduled to be closed tomorrow, but Monday is a holiday, so it'll be FOUR MORE days to be deposited to savings. Total of 13 days delay.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Hello, I am writing to you regarding a trap Ive fallen into with a loan from Citizens Bank that should have been closed but wasnt. For some reason that is currently escaping me, I participate in the XXXX XXXX XXXX program. Through this plan, I receive a new phone every XXXX and start a new two-year loan with Citizens Bank to pay for the device. In exchange for returning my old phone, XXXX pays off the remainder of its associated loan and instructs Citizens One to close the account. This objectively terrible, financially-asinine program, allows me to funnel a lot of cash and a little bit of my soul each month to XXXX XXXX like the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, in exchange for their newest and shiniest of their shiny new toys. Sure its expensive and stupid, but its also easy, and there is certainly utility in *easy* these days. But wait! Theres more : On XX/XX/XXXX, while reviewing expenses in preparation to file my XXXX tax returns, I noticed 10 double-charges to my credit card for my XXXX loan over the course of XXXX, and two more in XXXX for a total of 12 double-charges of {$69.00} each, totaling of {$900.00}. I then pored through 18 months of email notifications, including a few from XXXX Id never read, claiming theyd never received my trade-in phone back. I collected those emails, along with my proof of shipment in XXXX, CA and proof of delivery to XXXX in XXXX XXXX, CA, well within the limits of my contractual obligation. To rectify this documented, undeniable mistake, I have spent countless hours communicating on the phone and electronically with Citizens One ( the bank ), XXXX ( the seller ), and XXXX ( the credit card ), to no avail, and now you, the XXXX. Both XXXX and Citizens One told me to take the issue up with my credit card, and XXXX told me they cant do anything because the transactions all happened more than 90 days ago. XXXX at Citizens One tried to be helpful, but was unable to find my old loan in her system on a Sunday and suggested I call back during business hours when thered be a supervisor to whom she could escalate the issue. When I called and spoke with XXXX at Citizens Bank on Monday, XX/XX/XXXX, he called XXXX at XXXX who told us that the order was archived and she couldnt retrieve it, but could confirm at least that the phone HAD been returned. It seemed like we were on the verge of a solution when we were disconnected. But I didnt have a direct way to contact either of them, and neither bothered to call me back. XXXX didnt even leave any notes in my account, a frustrated XXXX said when I randomly got her on the phone again a second time. After a brief sanity break, I called XXXX once again on XX/XX/XXXX and spoke with probably-a-bot XXXX, who set up a callback with the department that could help me for XXXX. My phone rang at XXXX and I answered, pressed 1 to indicate I was ready to talk to a human, and was promptly disconnected, never to be called again. The last time I spoke with Citizens Bank was XXXX week ago, XX/XX/XXXX. I called and got XXXX on the phone a third time, and she quickly put me in touch with XXXX , a manager who ostensibly had the power to and access to actually help me. XXXX asked if she could put me on hold and call XXXX and I said yes on the condition that, were we to be disconnected, she would actually call me back. XXXX at XXXX said she didnt have access to order XXXX because it was more than 90 days old. When I asked her to escalate the problem to a supervisor and after putting XXXX and me on hold for several minutes, she claimed her supervisor also couldnt help. XXXX refused to even verbally acknowledge that the phone had been returned, even though XXXX had been able to confirm that days earlier. At that point, XXXX actually gave me an email address to which I could send my documentation. I emailed all my docs to XXXX. After a few hours, they evidently didnt come through, and XXXX called me back to confirm that Id actually sent them. I then emailed the docs two more times from two different email accounts until XXXX confirmed on the phone theyd been received. She said she would attached them to my record so it could be resolved. That was a week ago, and I havent heard from them since. That this money is owed back to me is indisputable, I simply need help pushing back on three terrible companies with a clear a financial interest in NOT helping me fix their stupid mistakes. Thanks in advance.
Company Response:
State: CA
Zip: 94609
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. During the Pandemic Citizen 's Bank incorrectly reported my pre-paid, and in forbearance and good standing mortgage as being late for over 180 days. 2. After exiting forebearance, I was unable to purchase a new home or refinance because no national lender would entertain my application due to the forebearance. 3. It took almost 10 months to rectify my credit reporting to being my home and refinance purchase due to this error ( which was only rectified after contacting the Chairman 's Office ). 4. Citizen 's Bank apologized and corrected the error, but by then interest rates swelled and I was unable to obtain a favorable refinancing, take advantage of the increase in home prices, and favorable LTVs which would have eliminated my PMI and reduced my mortgage by over 45 %. 5. Given that it is an error by the Financial Institution and their reporting team, as attested by their Executive Team, I have requested that they provide a one time rate adjustment and recalculation of my mortgage payment based on a refinance scenario during the favorable interest rate and home valuation period. 6. It is now over a year since the correction and Citizen 's is claiming that they can not do this as they are not liable and their error would not result in not being able to access a refinance or new mortgage product, as the loan was in good standing! 7. Citizen 's Bank 's rebuttal in point 6 is categorically incorrect and not factual. Citizen 's, as evidenced by why I started the complaint in the first place around two years ago, and as admitted by them repeatedly did in fact incorrectly report my loan is being over 180 days late. This is the sole reason I was unable to access financial products for over one year. I am requesting the CFPB look into this matter - as the correspondence with the bank has gone unanswered for over 2 months and the responses are contradictory and designed to mitigate responsibility for erroneous reporting. As a consumer, and financial professional, this is the most straight forward request and within the norms of consumer lending. A bank has repeatedly admitted and corrected a mistake but will not accept a financial consequence for their mistake. I am requesting that the below action be taken to rectify the issue : 1. A one-time loan rate float down based on a calculation as proposed below : The Bank needs to provide evidenced calculations of : Approximate home value on my block and neighborhood in XXXX 2021. My approximate credit score in XXXX 2021 ( rescored using a simulation correcting for their error ). The correct average XXXX under a refi scenario in XXXX 2021. The correct interest rate under a refi scenario in XXXX 2021. Based on conversation with multiple loan officers from Citizen 's Bank in my neighborhood and other large FIs, it is evident that my loan should be priced in the significantly lower and under a simulated refi at the time not be subject to PMI. Furthermore, any additional funds paid above the recalculated amount should be credited to my loan, and any overpayments and accrued interest calculations should be adjusted to reflect those terms. This, in my professional opinion, is terribly deceptive and border-line fraudulent, though I prefer to reserve that characterization for those in the legal profession. Thank you and I look forward to a swift and just resolution. Please note : This complaint is repeatedly closed out by the bank " while under going research '' and is marked as resolved. This is deceptive. Please do not close out the complaint until it is resolved. This is one of many CFPB complaints marked as resolved, and yet is still being processed.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I purchased furniture through WayFair and used their financing entity called XXXX XXXX or XXXX XXXX. In XXXX I paid a lump some payment in the amount of {$1700.00} which exceeded the {$110.00} payment amount due. XXXX XXXX took the payment and applied it to the principal balance without my consent or knowledge. They then proceeded to report my account 30 days late with all 3 credit bureaus. I contacted them to correct this error and they refused to remove the inaccuracy on my report causing my score to decrease by 46 points and harm me financially.
Company Response:
State: FL
Zip: 32259
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I was having an interest bearing XXXX XXXX account in Citizens Bank and was receiving interest added to the balance on the XXXX of each month. Last interest payment i received was on XXXX XXXX XXXX On XX/XX/XXXX i came to the bank 's branch and asked for a account to be closed. When clerk was processing the request I asked if the interest for the period from XX/XX/XXXX to the XX/XX/XXXX will be added at this time, he answered that i will receive the check for the interest in a couple of weeks after XX/XX/XXXX. When i contacted the bank on XXXX the XXXX over the phone, representative told me that the clerk in the branch gave me wrong information, and that i shouldn't close the account before the cycle ends on the XXXX. I checked the bank disclosers, they don't have such provision for the account closure, in contrary it says that if customer close account in between the cycles, he will be paid accrued interest.
Company Response:
State: NY
Zip: 10032
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A