Date Received: 2023-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for a loan modification in XX/XX/XXXX ( due to XXXX related income deficit ), and was approached by a lawyer to sign the paperwork, however I had a question about the proposed plan and I attempted to be in touch with the bank however the only option was through calling XXXX number and was provided with a generic answer and advised to wait for a call back from the senior team, which never occurred. The deadline had passed before I was able to sign due to unclarity on the offer, and while was reassured by the customer service I will be contacted by a senior officer from the bank, which never occurred so I had to call the XXXX number again and was instructed to file a new application which I did however that application was declined in XXXX ( after waiting for 6 months ), so applied again in XXXX and was just informed it was declined in XX/XX/XXXX. I am only asking the plan that was approved in XX/XX/XXXX being considered, but again tried calling the bank and was bouncing around by the XXXX number agents, and despite asking for a supervisor to call many time they have not called except for one time XX/XX/XXXX when they asked me to apply again. I am attaching a copy of the bank 's letters for each of those responses. The repeated miscommunications from the customer service team of the bank with no physical branches has been very challenging, and added a significant additional burden throughout this very stressful process without knowing the fate for our only residence, and while enduring financial difficulty.
Company Response:
State: MA
Zip: 02492
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I received a note that my account will be charged a {$30.00} overdraft protection fee, even though I had not requested it. This is not the first time the bank tried to charge me ; I can document that in the past I emailed them three times to ask them not to charge an overdraft protection fee. They complied, but I assume that some other customers of them do not catch them, and are charged a fee they don't owe.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/ at XXXX I attempted to deposit {$450.00} cash into my checking account. The ATM XXXX for Citizens Bank at XXXX XXXX XXXX XXXX NY XXXX ate my deposit cash deposit. The bank refused to reimburse or debit my account these funds deposited
Company Response:
State: NY
Zip: 14609
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I put a XXXXXXXX XXXX XXXXXXXX up on XXXX XXXX for sale. I received a message from a guy stating that his partner was interested in purchasing the tool but did not have a XXXX account so he gave me his cell phone number to text him regarding this. On XX/XX/XXXX I text XXXX regarding the tool and he said he was interested... I sent him pictures and he said he would buy it for {$1500.00}. He told me he was out of town and that he would mail me a certified bank cashiers check and that once the check cleared he would have a private moving company pick up the item. He then text me and told me the check had been mailed but his assistant added the cost of the moving company to my check, so he asked me to XXXX the difference once the check cleared. The total amount of the check was {$3400.00}. I received the check on XX/XX/XXXX. I then went to my bank ( Citizens Bank ) and deposited it. The clerk told me that my funds would be available the following day. " XXXX '' asked me to send him a picture of deposit slip to verify that I had done it. When the funds were available the following day I XXXX {$1900.00} to the email address he provided me and used the money that I sold XXXX for to pay my rent. He had me send a picture of the XXXX transaction to him. On XX/XX/XXXX, I checked my bank account and saw that it was negative, the amount of the check. I immediately went to a Citizens branch. I was informed that the check was fraudulent and that they would reverse the check back into my account. They also put a claim in for the {$1900.00} I had to XXXX. I received a letter stating that the claim for the {$1900.00} was denied because I authorized it. Mind you at the point of all those transactions I honestly thought that this was legit because it was a bank cashiers check. After I left my bank, I immediately went to my local police department and made a report. I kept checking my account, and it was still negative so I went back to the branch I was dealing with. I was then told that this happens all the time and that they were not going to reverse the check back to my account. I argued the that the check ran through their machine, teller told me when funds would be available, which was the following day therefore I used my portion of the check to pay rent because I have been out of a job, I took care of my mom who passed XX/XX/XXXX. The bank told me that I should have waited to use money at least a week to make sure it was a good check, yet they had the funds available for me to use the following day after I deposited it. I don't think it is fair that I thought this was an honest transaction, funds were available and they won't refund the check back into my account.
Company Response:
State: RI
Zip: 02852
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023, submitted an online application for checking account and received instant approval and notification that my account funding ( transfer from another bank ) had been processed. Upon attempting to login to online banking on XX/XX/2023, I receive a notification that the account no longer exists. If this is said to be accurate, there was no notification from this company, nor any explanation for same.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Citizens failed to close my account as instructed, back when I had brought my account balance to XXXX. That allowed merchant XXXX to continue charging my card despite my instructions not to. Due to Citizens ' failure to close my account as instructed, XXXX was able to post another {$30.00} to my card. I reported the unauthorized charge to Citizens and reiterated my instruction to close the account. Instead, Citizens piled on its own fees and charges, nearly doubling the purported balance up to {$59.00}. Citizens stubbornly continues attempting to collect this alleged debt that I do not owe. Citizens seems determined to keep allowing and imposing charges for which I am not responsible.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Problem when making payments
Subissue:
Consumer Complaint: This issue started in XX/XX/XXXX. On XX/XX/XXXX, I purchased additional security equipment from XXXX that was financed through Citizen Pay. When I got my statement in XXXX from Citizen Pay I realized I was double charged for equipment so I called them to inquire and was told I needed to call XXXX since they were the ones that I purchased the equipment from. I called XXXX and spoke to them and explained the situation they did see the error that was made and informed me that they would send a request to Citizen to refund the money since I only got one item from them and not two. I waited until XX/XX/XXXX to get my statement to see if the billing issue had been fixed with Citizen. It showed where XXXX sent in the request of giving back the credit for the additional amount but Citizen was still charging me the equipment I did not have. I called Citizen that same month to inquire again and they give me the same story that I had to call XXXX so I again called XXXX and they explained we have already sent over the refund to Citizen and I explained that they are still billing me for equipment I did not have. This time XXXX did a three-way call with me and someone in the billing department at Citizen to resolve the issue. So Citizen informed me that the issue would be resolved by the next statement but it was not because when I got my statement in XXXX it was the same issue again. I was still being charged for the same issue as previously stated. I called Citizen Pay and they gave me same story that they did not see a refund sent back to them from XXXX. This went on all way until XX/XX/XXXX trying to get this issue resolved. When I got my statement in XX/XX/XXXX I see they finally corrected the issue but I never got a call or anything telling me the issue had been resolved. When I looked at my XXXX statement it said I had missed a payment but no one ever let me know the issue was resolved. On XX/XX/XXXX, I made a payment of {$200.00} for the XXXX and XXXX XXXXayment. A few days later after I made the payment I went online to check my account and kept saying they have not received my payment so checked my bank to see if the payment was posted and the payment was posted on XX/XX/XXXX. So I called Citizen to inquire about why still showed me owing a payment when it had already been made and had cleared my account. I let the customer service rep know that I have made my payment and I have email confirmation from Citizen as proof of payment for XXXX. The customer service rep told me that don't mean anything to us because we don't show that you made a payment. Then she told me that I needed to call my bank to put in a dispute with them to get the money back that has already cleared my account and then resubmit my payment because we do not show that you made a payment. I have gone back and forth since XX/XX/XXXX trying to get this issue resolved but they have given me the run around about the payment that has already been made. This issue has caused my credit report to show me as being 30 days late. I have been dealing with this issue for 6 months trying to get them to resolve it and now it has affected my report because they fail to do their job correctly. This has been a total nightmare dealing with Citizen Pay trying to resolve the issue. I am still getting calls from their collection department telling me that I have not made a payment which is not true. I received a call on today, XX/XX/XXXX telling me they have not received my payment when in fact they have already gotten my payment.
Company Response:
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Late last year finances were getting tight. By XXXX we were 2 payments behind ( with the third due ) but I called in XXXX to make a payment. I was told that they would not accept XXXX payment but that I needed to make 2 payments in order for them to accept it.We were waiting on some funds so I could not make the two payments. They told me that it would be ok and to just wait until the funds came in and pay it as the two payments. I expressed concern about the house starting foreclosure. I was assured it wouldnt. Two weeks later I had the two payments. I called and was once again denied now being told that I needed 3 payments in order for them to accept. I suspended all of my bills to get the three payments ready. This took me 2 more weeks. I call to make the payments I am then told that they can not accept ANY payments unless I can pay all XXXX because the house is now in foreclosure. I didnt receive any written notice about it going into the foreclosure process, nor was I told when I was on the phone. I was told to submit documents for their loss mitigation program in order to save the house. I do so. The required documents kept changing of what was required. I submitted everything that was requested. After about 2 - 3 weeks, they finally had everything. By XXXX of this year my husband received his XXXX and was granted retro pay. We had enough to make all of the payments in one lump sum. So We called and after being given the run around of why they couldnt accept the payments, we finally were able to speak to a representative and make the required payments. We paid the full amount of what was due. We were told that it was pulled out of the loss mitigation program and going forward we would be able to resume normal payments. XXXX comes and Im not able to pay my bill through their website, app, or automated phone, and extremely high wait times. Because of this great inconvenience, my payment was late. After a few days I am finally able to reach a representative. The payment is made, including late fees. I am told that everything is now up to date and I can resume normal payments again. Come this month, XXXX, I am met with the same issues as last month. I am now told that I have additional fees of {$2000.00} that also need to be made on top of my normal mortgage amount. The fees can not be detailed. The representatives are being uncooperative and saying that they can not accept payment for the mortgage until I speak with 'customer service ' that is opened XXXXsometime ' tomorrow. I asked to speak to someone else, a manager.. I am being denied. I asked to file a complaint. Im not allowed to do so .... We did not pick this mortgage company. Our mortgage was sold to them. This treatment, this practice is unfair and should be criminal. It seems they are doing everything to force people out of their homes by denying payments. The mortgage company is CitizensOne.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello and good afternoon my name is XXXX XXXX on XX/XX/ i reported to the bank citizen that were 33 transaction that i didnt recognized however they make a claim report with case number XXXX. I received a letter from the fraud department that they are going to closed my account on XX/XX/. They just want my account to be close because they dont want to be liable for the fraudalent transaction that were made. I did not make this transaction period.. i havent recieved no credit for this 33 transaction.. i hope you guys help me resolve this issue otherwise i will sue the bank for stealing my money.
Company Response:
State: NY
Zip: 10475
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I had received an offer in the form of checks which I didn't use before the expiration date. However on the offer it said I could use them but that the offer rate may not apply. On XX/XX/XXXX or XXXX I specifically called to question whether I could use the check and the agent said I could use XXXX to pay off an amount of {$2300.00} on a purchase. This merchant would not take a credit card only a check. I was told I could use it but I wouldn't get the promotional rate so I used it. This check was sent and it was paid on XXXX XXXX XXXX Then on Friday XX/XX/XXXX I received a letter from Citizens Bank that the check was returned as a stale dated check. I called Citizens on Sunday XX/XX/XXXX to complain and all they did was apologize that the agent was just a trainee! I am furious and embarrassed that this happened.
Company Response:
State: NY
Zip: 14225
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A