Date Received: 2023-04-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Citizens Bank has just falsified information, which in their enclosed response letter they said, " Please be advised, Citizens is required to furnish accurate information to the credit bureaus. '' Citizens noted that I gave them a card that was expired. This statement is entirely false. I would never do that, and it is not in my nature. I do not practice fraudulent behavior ( my credit report reports can prove that ). Instead, The XXXX representative entered the wrong expiration date, so the payments were not going through. I have bank statements from that credit card company ( XXXX, which I provided ) showing XXXX charged me every month since opening the account. However, the payments did not go through for Citizens Bank because their expiration date on file was incorrect. Also, the messages they claim to have sent were automated monthly text messages containing NO account details. I still get the same message to this date ; " Citizens Pay : For more information on your Citizens Pay Line of Credit for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' I uploaded those pictures. Then when you click on the link, it takes you to the sign-in page and then to the home page. There is no indication that my account was delinquent, and I have NEVER been late on a payment for any of my accounts. My credit history can prove that as well. Therefore, once again, this is not my fault. This business is fraudulent and impossible to deal with, and they have no remorse and can't even admit that it was Citizen 's fault. ]
Company Response:
State: CA
Zip: 91343
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/2020, the vehicle was stolen. The lending loan company or bank Citizens Bank was notified. After a few weeks the vehicle was located but unfortunately at that time due to work being an hour away from my home I had to purchase another vehicle. Due to the fact I couldnt afford XXXX vehicles I had Citizens pick up the vehicle. The vehicle was worth more than XXXX they sold the vehicle for $ XXXX and request I pay the remainder which is completely inhumane being that this all occurred due to unforeseen circumstances. As a disputed this with credit bureaus showing the police report it didnt correct anything except show that I have been attempting to make payments. But Im really in a hardship and discuss this with citizens but theres no one who can help me.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: In XX/XX/, Citizens Bank acquired customer accounts from XXXX. By checking, credit card and line of credit accounts were migrated to Citizens Banks. In addition, Citizens Bank covert my line of credit into an overdraft protection account, which is now jointly tied to my checking account, The contact information for these transferred accounts was not correctly handled, and my checking account went past due 30 days with a statement, phone, or email. As a result, this account was charged off. I made a payment to settle the charge-off in XXXX. However, the more significant concern is since my separate line of credit has been tied to the checking account as overdraft protection, I no longer have access to my line of credit or the ability to make payments. There are no local Citizen bank branches in the state of Georgia. Therefore, I can not fulfill charges to the account ; the line credit account I originally had is no longer available. I contacted XXXX, the original owner of these accounts. They provided me copies of the last two statements before my funds were transferred to citizens bankthe statements clearly detail that these two accounts were wholly separate and had different account numbers. In addition, Citizen provided me with a line of credit checkbook, which deposited a check that was returned due to unverified account numbers, that I had to throw away. I need this overdraft account to convert back to the original format of the report I previously owned at XXXX I had for over 17 years, immediately. I provided documentation of previous accounts in question for their review. Citizen Bank has yet to respond to my XXXX complaint, which has been attached.
Company Response:
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Citizens had closed my credit card ending in XXXX ( Citizens Cash Back Plus ) due to inactivity for 3 months, but I was planning to use it until I got this notice in the mail. Prior to the close, I never got any notice or warnings that my account was going to close due to inactivity. They closed the credit card on XX/XX/2023. I called immediately on XX/XX/2023 to see if I can recover the account. The phone representative transferred me to an account specialist, they said they will investigate and try to re-open account along with a hard inquiry which I agreed to do. I was told to call the following week to get an update. So I called on XX/XX/2023 to follow up. This time the account specialist claimed that there's no notes on me speaking to a past representative or other specialist so they had to try and re-open it again. They told me to follow up again on Thursday, XX/XX/2023. Today is XX/XX/2023. And I'm noticing the same pattern happening. Firstly, I spoke to a general credit card representative and he told me that my account got re-opened so I was initially excited, but then he noticed that my rewards ( {$45.00} in cash back ) was not available, so he transferred me to account specialist Account specialist ( this time her name was XXXX XXXX told me that there's no notes about any previous calls again. So what is going on here? Where's the data organization? Are these reps taking this seriously? Why are they not keeping notes of my previous calls and no status updates? This is getting ridiculous. I informed XXXX the specialist that I got a physical mail that my credit card closed, so she indicated that if I got this physical mail then there's no recovery of the credit card ( despite my 100 % on-time payments, low credit utilization and high credit score ). Of course this is not matching up with what the general rep told me previous. Why did he saw it was opened back up while the specialist has different answer? Something is not right here. Things are not matching up. So I asked XXXX, am I at least able to get back the {$45.00} in rewards reimbursed to me since I worked so hard to earn the cashback as a loyal customer? And she said " no '' because if the account is closed then its unrecoverable and the points with it are gone. I'm not sure why this credit card company gives me the most hardest time out of all credit card companies. But I think this should be investigated thoroughly because not only are their information inconsistent, but they are not making notes, being lazy, not doing their jobs and they do not respect customer loyalty ( although I shouldn't expect that ) but to close my credit card and not recover it immediately should be rectified by the company. Something is being overlooked so I wanted to bring this to light. I felt as if this company just stole my wasted time, effort and money that I earned legitimately with no repressions to their actions or to their own business ethics for customers.
Company Response:
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Despite me paying my own taxes and insurance and there being no requirement for a escrow account on a VA Loan my mortgage was sold. Under the new lender, Citizens Bank, they have a policy of an escrow account for the life of the loan. I have paid my taxes for the year as well as my insurance so my escrow is only getting refunded to me every year. I have tried to resolve this with the company and they have informed me that there is no escrow waiver available as a company policy. They will not provide me with a copy of the policy or any documents other than to tell me it is policy to maintain an escrow account. I have provided them with a {$0.00} due bill from the county treasurer but they still say I have to pay roughly $ XXXX/month to pay for what has already been paid for.
Company Response:
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank has been non-responsive to significantly large errors estimating property tax escrow on our new home loan. We have received 3 different notices from Citizens with 3 different amounts about our monthly mortgage loan payment as well as different information about whether our loan is a non-escrow loan or an escrow loan. Citizens Bank is using an annual tax amount of {$6400.00} ( escrow of {$530.00} per month ). This amount is wrong and more than twice as much as it ought to be. Our home is in an unincorporated rural area outside the city limits of XXXX, NC. It is subject to XXXX XXXX taxes only. The XXXX XXXX tax rate for XXXX XXXX ( XX/XX/XXXX to XX/XX/XXXX ) is 0.4850 ( XXXX cents per {$100.00} value ) and the XXXX tax rate is not yet determined. XXXX XXXX just completed a countywide revaluation which will likely mean a lower XXXX tax rate. But, assuming the XXXX XXXX XXXX tax rate remains unchanged, then the XXXX property tax on our home would be the assessed value of {$630000.00} times the tax rate of .00485 or {$3000.00} ( Please see attachments ). Citizens Bank is collecting {$530.00} per month for tax escrow when the monthly amount ought to be {$250.00}. This is grossly unfair to me and is putting an unnecessary burden on my family finances. I have placed numerous phone calls with Citizens Bank 's tax and escrow departments, as well as with the loan originator and loan processor. They all say there is nothing they can do and point to another department or each other and try to deflect the problem at someone else. I sent a certified letter to XXXX XXXX XXXX XXXX, Chairman & Chief Executive Officer of Citizens Bank in Rhode Island which he received Monday, XX/XX/XXXX. NO RESPONSE!
Company Response:
State: NC
Zip: 28451
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have been a XXXX XXXX customer of Citizens Bank NA for over four years. I have been fleeced of exorbitant accessed fee 's, some of which are a direct result of their bad banking practices by adding unneeded " services '' to my business account without my knowledge or consent. For example, for the past three years, I was being charged {$20.00} a month for business invoicing... I do not utilize any other invoicing other than those generated through XXXX XXXX thus Citizens Bank was bilking me for {$20.00} a month for four years - that is {$960.00} for which they never credited me back even after admitting their mistake. I have been victim to their re ordering of transactions and allowing direct debits on the account by XXXX for which I never set up a direct ACH payment on this account. Those multiple attempts to process ( over XXXX ) cost me {$39.00} per attempt and another {$30.00} by citizens in OD 's. That is a total of {$1300.00}. I have attached the statements reflecting my deposits over the past four years, the amount deposited along with annual fee 's charged by citizens on said account for that calendar year. To date that number is over {$13000.00}. It is not only unlawful but so unscrupulous. Please review the attached. I have reached out numerous times to my bank manager ( who is amazing ) to the dept of the chair with zero resolve or results. I continue to bleed money in a bad economy, as a single mother with a child in college so I need every XXXX I earn. I'm not here to be a victim of a fleecing institution who could care less about their customers. Thank you in advance for your attention to this serious matter. Citizens is literally bankrupting me a little bit at a time, look at the overall big picture of four years. Thanks
Company Response:
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: 15 USC 1681 Privacy is a part of Law, and they Violated that
Company Response:
State: OH
Zip: 43537
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: I tried to deposit a cashiers check in my account at citizens bank and they said it would take 5 days to clear. I did this on XX/XX/XXXX. It is XX/XX/XXXX now and I called to see if the check cleared they said it was estemated XX/XX/XXXX to clear. They are haveing a problem with their system so its saying it was already cashed when it was not. They are doing nothing to fix the problem and will not give me my money. Even though the bank the check was from says it was cashed at citizens bank they are making no progress towards verifying that. I cant get my money which is {$7500.00} and it is really affecting me please help.
Company Response:
State: PA
Zip: 15701
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XX/XX/XXXX a cashiers check was deposited into my account. It was returned with a letter from my bank, refer to maker please contact the person who gave you this check for more information. The check was issued to me from CHARTER ONE BANK, in the amount of {$3500.00}, dated XX/XX/XXXX. ( I closed out an account I had there ) XX/XX/XXXX I contacted unclaimed property, Michigan.gov. Spoke with XXXX ( XXXX ) who said nothing was listed for CHARTER ONE. Called Charter One, which is now, XXXX XXXX. I spoke with XXXX XXXX XXXX ) in the garnishment dept. XXXX and was told it would be looked into and they would get b @ ck to me. I called back and sent documentation of the check, to no availemailed etc., no response. XX/XX/XXXX spoke with XXXX in garnishment dept., sent all copies of check by email, XXXX XXXX XXXX, she confirmed receipt. Sent another email to XXXX on XX/XX/XXXX requesting info I needed to start a claim, no response. XX/XX/XXXX called XXXX, she said it should be turned over to customer resolution. Called XXXX XXXX in XXXX, Michigan, spoke with XXXX, she said I need Legal Council from Citizens B @ nk, corporate headquarters in XXXX, XXXX XXXX, XXXX, XXXX XXXX. Checked Escruated Property Reclamation in Rhode Island. NOTHING found. Looked under XXXX XXXX, nothing found.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A