Date Received: 2023-03-29
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I was shopping for a new car and my credit was pulled without my authorization. I ask the companies to prove that I authorized a credit inquiry and request that it notify the major credit bureaus. which has not happened, so I then disputed the credit bureaus, and all items are still appearing on my credit report. XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXXXXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXXXXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXXXXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXXXXXX HARD XXXX XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD XXXX XX/XX/XXXX XXXX XXXX XXXX Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX HARD XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX HARD Reported XX/XX/XXXX XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX HARD Reported XX/XX/XXXX 2021
Company Response:
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/23 I filed complaint # XXXX. The basis of the complaint was an attempt to simply speak to someone in Citizens loss mitigation department so that I could offer a solution which would both provide Citizens with a path to being repaid XXXX cents on the dollar and to provide me with an amount of time to repay the loan. I was even offering to make payments for the duration of the workout period and offered to back my proposal with a " deed in lieu of foreclosure ''. The day after I filed my complaint I received a call from a XXXX ( not from loss mitigation ) but from the Office of the Chairman. He promised to forward my complaint to loss mitigation. Approximately 3 weeks passed. XXXX called again to apologize that it took so long to get back to me but stated that because I did not show/have " enough income, there was nothing they could do for me ''. What was outrageous about that statement was that XXXX and whomever else might have been looking at my file did not have any updated information. No one ever asked me to give them any additional information or even cared how I would live up to the agreement I was proposing. The information that XXXX and anyone else was looking at must have been 6 months old and therefor stale. I think Citizens is more motivated to do nothing to help me because they have already determined that the outstanding debt on my home is only approximately 1/3 that of the market value. At the end of the day I would just like to speak to someone who is reasonable and in a position to deal with me on a fair basis.
Company Response:
State: NY
Zip: 11050
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a promotion mailer in XXXX for {$300.00} bonus payment after XXXX days with {$1000.00} deposit, and additional {$100.00} for new savings account. On XX/XX/XXXX, I opened both checking and savings accounts and received my first direct deposit of greater than {$1500.00} on XX/XX/XXXX well before the XXXXday deadline. According to the payment schedule, my bonus of {$400.00} should have been paid by end of XXXX. After not receiving the payment, I called the bank on XX/XX/XXXX to inquire about the payment. They asked for the code, which I gave over the phone. I was then transferred to a supervisor, who then made me repeat the code, and then proceeded to tell me that my account was not tied to the promo-code and therefore I would not be getting the bonus payment and there was nothing she could do. I asked how come, because I went to the weblink provided on the mailer and entered the code, prior to opening my accounts, and she said, maybe there was a glitch in the system. I then expressed, that was not really a suitable answer, because a glitch in their system was not my fault and I should still be paid the bonus, because I have the mailer in hand and the code. I asked if they could look into it further to see what happened, and she said no, this is where it ends, that is why you were transferred to me. I told her I felt like I had been scammed and would be filing a complaint, so the same thing does not happen to someone else. I would like to receive my bonus payment and an explanation of what happened in the first place. Thanks you.
Company Response:
State: NY
Zip: 11414
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I contacted Citizen about my loan XXXX prior to becoming delinquent on their account to communicate that I was experiencing hardship due to being laid off and that I wanted to know what options existed for someone in my position. The woman on the phone stated that there was nothing the company offered and that my only option was to submit a payment and stated more than once that there was no option for someone experiencing hardship. I called back after they'd reported my account as delinquent to see if I could just payoff the account and remove the negative reporting and the new representative stated that I received false information and that Citizen DID offer hardship options to people and that the representative I spoke to should have provided me with those options. Had I received those options, I am sure I could have prevented my account from becoming delinquent. Therefore, had I been given all of the information when I first called ( before I became delinquent ) I would not have had to go through the negative reporting. I was not given complete information, the first representative was lazy and unprofessional and as a result my credit report was impacted. I know all calls are recorded and the first call should be recorded, I want a supervisor or manager to listen to the first and second call so they can see how stark the differences are and I need an explanation as to why their representatives are not trained the same, and I need that negative reporting removed because I could have worked out an arrangement on the first call, BEFORE I WAS LATE, and prevented my credit score from being impacted.
Company Response:
State: CA
Zip: 95205
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have twice asked for inquiry about two debit card purchase on my checking acct statements. Both requests for reimbursement were denied and considered " non fraudulent ''. However, the two DBT purchase were both made using XXXX XXXX transfer service. XXXX. XX/XX/XXXX {$53.00} XXXX. XX/XX/XXXX {$500.00} In both these transactions my wife and I can not see any way we made these debit charges, nor any goods we purchased in this way. We had used our bank debit card in travel, which we rarely do. Perhaps that was the point where our debit card # was compromised. Of course we obtained new debit cards and I even changed my pin. But Citizens Bank refuses to consider these charges as fraud, after two internal inquiries on their part. So we have currently lost over {$550.00}, and Citizen 's Bank could care less!
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a checking and savings account with Citizens Bank back in XXXX pursuant to the {$600.00} promotion bonus that I had received in the mail. I went to the XXXX XXXX branch on or about XX/XX/2022 and opened the account with banker, XXXX XXXX. I had checked with him at the time of the opening on whether I would qualify for the bonus as one of the qualifications was that I shouldn't be a signer on any accounts whereas my wife had added me to her account, only recently at that point. He said that wouldn't be an issue as I was only a secondary on her account. I relied on his advice and opened the account. I have since account opening met the requirements of the bonus. I reached out to Citizens Bank executive office too but they denied the request citing that I had signed the documents based on the promotion bonus. I relied on Citizens Bank to open this account and fulfilled the promotion requirements. I request you to step in and help me get the promotion bonus. If you need to reach me I'm available at XXXX.
Company Response:
State: NH
Zip: 03053
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XXXX of XXXX, I found a charge in the amount of {$66.00} on my credit card statement for a company listed as " Citizens. '' I looked the company up and found that the company is " Citizens Financial Group '' out of XXXX RI. I talked with a customer service person at XXXX, and she couldn't find an account with my name. I was transferred to several people because the charge on my CC was not authorized. I eventually talked with a supervisor that said she had the ability to search accounts by payment method, and said she removed my CC from the account ( that it was probably mis-typed in ) and that I should have my CC company dispute the charge ... which I did. I auto-pay my CC monthly, so it wasn't until XXXX of XXXX that I discovered that I was STILL being charged {$66.00} monthly. My CC company credited me back the {$66.00} for XX/XX/XXXX, but said they can't credit the charges from XXXX XXXX XX/XX/XXXX ( totaling {$530.00} ). My CC company closed that card and issued me another. Citizens Financial Group DOES NOT vet applications appropriately and, in my opinion, does not take fraud seriously ( I am a victim of identity theft - so this is all a nightmare I live with daily. ). They don't seem too concerned with taking money from victims of theft.
Company Response:
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have a checking account through Citizens Bank and pay my debts through online bill pay. On the XXXX of XXXX I submitted payment amounts to four institutions : XXXX credit card, my water department, an XXXX XXXX bill and my car loan payment to XXXX XXXX. The first three creditors were sent out ( as usual ) on the following day. My XXXX payment is a minimum of {$270.00}. I always send {$100.00} to {$200.00} more so that I can reduce the interest accruing on the account. After I received my federal tax return, I chose to send an additional {$5000.00} ( the total amount I submitted was {$5400.00} ). I did so with the intent of lowering my principle and therefore the interest I would owe on the account. The amount of the payment was in my checking account. But Citizens would not send the payment until the XXXX. On top of this, they sent the payment by a check. To date, XXXX has still not received the check and it is now 5 days since the check was sent. My payment was due on the XXXX, and although XXXX has assured me I have a 10 day grace period, I am angry because I have never been late on any payments to anyone! My credit score has always been in the 800s and that is now at risk. I have lost, and continue to lose money that should have come off of my car loan principle. And I am now at risk of incurring a late fee if payment does not soon reach XXXX. When I called the online payment center of Citizens, they said they have a third party that makes the payments and that they are not responsible. They said this third party was an institution called XXXX. I called this morning and spoke to an operator who said her name was XXXX and when I asked her to spell XXXX ( to make sure I had the spelling correct for this complaint, she said it was spelled XXXX. I asked her to confirm the spelling. I think that Citizens or XXXX held onto my money without my authorization and cost me financially. Is this an unlawful practice and can I recoup the money that should have already been taken off of my principle? As well as any late charges that may yet be incurred? Is this a legal practice and do I have any recourse to settle this matter?
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Dear CFPB, Thank you in advance for any assistance you may provide in connection with a recent increase of XXXX XXXX in my interest rate on a credit card held by Citizens One Card Services. I have been a customer with Citizens One and its predecessor, Royal Bank of Scotland ( RBS ), since XXXX, or for XXXX years. I am low- to moderate-income. A credit card I have held with Citizens One is now in collection, and is not active as a means to make purchases but is a debt that I am repaying each month on time. I received a paper statement in the mail in XX/XX/XXXX, on which I saw that a fixed interest rate of 9.74 % that I had enjoyed since XX/XX/XXXX was suddenly increased to 13.74 %, i.e., it XXXX by 41 % in one month. I called Citizens One on XXXX XX/XX/XXXX to ask why my fixed interest was suddenly increased after 13 years, and was put on hold and made to wait forty-five minutes, after which the company hung up, abruptly ending the call. I believe the service representative I spoke with on my first call was XXXX XXXX, who was cordial and who transferred my call, only to have it disconnected after a 45-minute wait. I called back the following day, when I spoke with XXXX XXXX with Customer Service. XXXX was cordial but not very knowledgeable. He claimed my account was under a variable rate and always had been. Since that was not the case, I asked to speak with someone more senior than him who might better understand my account, its history, and the sudden change in terms. XXXX transferred me to a Supervisor named XXXX. When I spoke with XXXX, he sounded a little more qualified but, like XXXX, did not have access to ( or a full understanding of ) the history of my account. For instance, XXXX did not know that I had been a customer with RBS before RBS sold its credit card division to Citizens One. Like XXXX, XXXX insisted that my account was under a variable interest rate and always had been. XXXX was able to tell me when Citizens One changed the terms on my account : XXXX XX/XX/XXXX. He said on that date Citizens One announced that it would be switching its interest calculations on my account from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX to the US Prime Rate, which had undergone five ( 5 ) increases in XXXX and one so far in XXXX. Puzzled at the claims by both XXXX and XXXX that my credit card had always been under a variable rate, I told them that if my card had been under a variable rate, surely the interest rate, even if calculated under XXXX, would have changed between XX/XX/XXXX and XX/XX/XXXX, which it did not. I explained to XXXX that the reason I had a fixed rate was because I was offered a fixed rate by RBS in XXXX as an inducement for me to transfer balances to them, so they could earn my business. As always, I have punctually and faithfully repaid loans, and believe I was offered a fixed rate of interest in XXXX by RBS in recognition of my credit history and long standing with them at that time. In finishing our call, and with perhaps new information he was receiving from other colleagues at Citizens One through automated screens and scripts he was reading, XXXX stated that when Citizens One bought my account from RBS it retained the right to change the terms of the consumer credit loans it assumed from RBS at any time. I thanked XXXX for his help, but told him I was disturbed by the sudden change in my fixed interest rate and that I would like for Citizens One to return my interest rate immediately to the fixed 9.74 % it had been since XX/XX/XXXX. XXXX agreed to refer my concern and request to a Research Supervisor. I was called the following week by XXXX, who, like XXXX and XXXX, maintained that my previously fixed rate was now variable, and was being calculated based on the US Prime Rate of Interest, not XXXX, as was the case when I first agreed to borrow from RBS. I complained to XXXX of the poor treatment I was receiving as a loyal customer and of the company 's tactics of reneging on terms it originally agreed to, especially given that at no time had I ceased making payments and that under its current loan it was earning a solid 9.74 %. I complained that Citizens One seemed to place profits over people, even over its oldest and most loyal customers. I likened Citizens One to XXXX XXXX and to XXXX XXXX, two companies in the news in recent years over business practices that cheated or harmed their customers in the pursuit of higher profits. I called XXXX back the following day to request a copy of my original loan agreement from XXXX as well as a copy of a letter XXXX claimed Citizens One had mailed to me in summer XXXX announcing that they would be changing the terms of their loan with me. XXXX agreed to mail those documents to me, but I have never received them. This changing of my fixed interest rate of 9.74 % to a variable rate, currently at 13.74 %, without my consent seems illegal and unfair and should not be allowed to stand.
Company Response:
State: VA
Zip: 22306
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: in accordance with the FAIR CREDIT REPORTING ACT..citiznpayloc acct # XXXX, has violated my rights. 15 usc 1681 section 602 states i have the right to privacy. 15 usc 1681 section 604A section 2 : it also states that a consumer reporting agency can not furnish an account without my written instructions 15 usc 1666B : a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any reason
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A