Date Received: 2022-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: XX/XX/XXXX I was sitting waiting to be seen as a walk-in at a COVID testing place located on XXXX mile and XXXX XXXX XXXX XXXX XXXX I was very sick while waiting and dosed off. As I was called for my test I noticed I didnt have my purse and didnt know where it was but I knew I had it before I dosed off. I got tested and called my bank and thats when I found out {$1500.00} was token out of my account and the funds were not available at all in my account. I did not have {$1500.00} in my account to cover those fraudulent activity but Citizens Bank allowed these transactions. I work at XXXX and my check of {$230.00} was also taken as part of the {$1500.00}. I have been contacting and made 3 claims with Citizens and they have denied me 3 times saying I am legible for these transactions because Ive had a recent bus accident on XX/XX/XXXX where I hit my head and my memory is not good because of accident so I have to write my account information like my bank pin on a small piece of paper in my wallet with my cards so I can remember it and be able to use my accounts freely and Citizens bank says Im accountable for this. Someone stole my purse while I had dosed off and coming to I didnt notice until my name was called for COVID testing. I had been in line for at least 6 hours waiting. I have been a loyal customer with Citizens for 3 years now since my bus accident in XXXX and I have never done any fraudulent acts or activities never and I definitely would not steal my own work check. I also was granted XXXX benefits through my job XXXX that was also taken from me from citizens bank for {$300.00} on XX/XX/XXXX. I explained to Citizens that money was put into place by my employer to help me get better because I was given a positive test and have been quarantining since I got a positive test on XX/XX/XXXX. Citizens didnt seem to care. I have not been able to buy my medicine to help cure my COVID which has led me to a continuance of my having COVID.. I took another test XX/XX/XXXX and it was still positive. Now I cant return to work yet because of this and Im in another quarantine and citizens will not release my COVID benefits and has added it to the negative balance of {$1500.00} stolen from my account saying now I owe {$1300.00}. The bank also adds {$37.00} every 2 days on my account making me hundreds of dollars owed for overdraft fees. I made a police report that day on XX/XX/XXXX soon as I noticed my purse gone and the Citizens Agent did not add it on my dispute claim which led to my first denial of claim. I asked them could they add it when I recalled Citizens XXXX and the agent said it was too late. Citizens agents ( some ) were very unprofessional and argumentative while handling my claims and I dont have {$1500.00} to pay them because they feel I shouldnt write my account information and pins on my cards or on small pieces of paper in my wallet even though I have memory issues and this is my way of remembering and not getting old and not needing my daughters to do my everyday tasks. Please help me to get my COVID benefits, my paycheck, and the rest of the monies stolen out of my account and also being taken away from me by Citizens and they know its COVID benefits put in my account by my employer to get better and they still took it and is going to take my next COVID benefits funds which will be deposited this Friday XX/XX/XXXX and I need those to quarantine. Please help me CFPB. Thank you.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I attempted to pay our XX/XX/2022 Citizens One Bank mortgage during the week of XX/XX/XXXX through XX/XX/2022. Apparently, Cititzens One Home Loans online account www.citizensbank.com was changed to Citizensonebank.com. When I attempted to setup a new login at the new website, it did not recognize my phone number at the new site. Between the old site and the new site, there were 5 phone numbers to call for service. Starting on XX/XX/XXXX, the hold times were extremely long ( over 1 hour ) and often times, I was disconnected before someone answered. On the XXXX I finally got through to the rep after 1 hour and 45 min. She said she couldn't help me ( Name - XXXX ). XXXX then transferred me to XXXX. I could hear men talking in the background while she was working from home. She asked me for my full SS # which I refused to give because of the people in the background. I said I could provide her with other info such as my mortgage # which she refused to take. I also asked her for an employee #, which she refused to give. I then requested to be transferred to her supervisor. This was over 2 hours into the call. Her supervisor was very professional. He did not understand why she refused to give her employee # to me as that is their customer service identification number. He was not able to help me either, but concurred with me that asking for a social security number in full, in an unsecured call setting was inappropriate for the company and employee to do. Any company whether a bank, mortgage, investment, medical, etc type of company that holds identity data should not be using FULL social security numbers as a verification method. My identity could have easily been stolen by the people in the background or even the employee. I think that Citizens One Bank needs to find a new verification method for home loans and mortgages.
Company Response:
State: WI
Zip: 53219
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens Bank sent me an account opening bonus for {$700.00}. {$300.00} for opening a checking account and making $ XXXX direct deposits within 60 days, {$300.00} for opening a savings account and making a {$15000.00} deposit within 10 days, and {$100.00} for doing both. I opened the account on XX/XX/2021. I called customer service today to check on the eligibility of my offer, and was told that I only qualified for the checking bonus due to the $ XXXX deposit not posting into the account until the 11th day. I made this deposit within the first week of opening the account, and an " extended hold '' seems to have been placed on my account, because standard availability did not occur, despite bringing a cashier 's check into their branch location at XXXX XXXX XXXX, XXXX, PA XXXX. I was never told about an extended hold and believe that this was done with full intentions to not pay the remaining {$400.00} bonus out. When I asked to speak with somebody higher, I was told that this was firm and they will not be paying this bonus out due to the deposit posting on the 11th day. This is entirely unreasonable and entirely shady on behalf of the bank, although this seems to be common practice with Citizens Bank. I want my {$400.00} bonus paid out on or XX/XX/XXXX, along with my checking account bonus, which is set to be paid out on that date as well.
Company Response:
State: PA
Zip: 19606
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a notification that an account was opened in a bank in Connecticut on XXXX XXXX. I live in New York. It showed up on my XXXX XXXX report on my credit card app I have for XXXX XXXX. I have the address and I checked them out online. Its XXXX so I cant call because they are closed, but I have not opened any new accounts and it shows my account is current with them. I will be calling them first thing in the morning.
Company Response:
State: NY
Zip: 149XX
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank continues to place road blocks to our ability to make payments on our home loan, and then refuses to provide customer service to their customers. I went to make a payment and the login page is different, bank website is different, and my username and password is unrecognized. Is this really my bank? I attempted to contact their customer service and still unsuccessful. I have only 1 week until my payment is due. If I can't make a payment and I can't communicate with the company I am unclear how we do business. In 2 years and multiple complaints I have had yet to successfully contact even one live person who works for Citizens Bank. I have never gotten through to customer service about my home loans and have never been able to connect with anyone at executive or corporate offices at Citizens One despite all the federal and XXXX complaints. Lucky for me Citizens One leaves me sitting on hold for hours and hours which gives me some much needed down time to be able to file all these complaints and find other solutions to my problems and questions since Citizens One sucks so bad and refuses to provide support on my home loan. Also- Citizens One automated phone system is quite confusing. The recording begins by saying this is an effort to collect a debt. Then the recording goes on to say this is not a debt collection effort if you are in a court case or foreclosure. I am very confused as to what point this stops being an attempt to collect a debt since Citizens One gives conflicting information to their customers. Is it no longer an attempt to collect a debt once I stop paying? At what point does an attempt to collect a debt stop being an attempt to collect a debt? I am so confused and unfortunately I am unable to reach anyone at Citizens One in two years to ask my questions or provide me with any support whatsoever on my home loan.
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to pay the mortgage since XXXX XXXX. I successfully paid the mortgage last month, and have registered with their app, but the same login in user ID and password will not work. When I click on their button for having trouble to sign on and enter my account number it states they can not locate me and direct me to call. I have been on the phone for hours, and they are not picking up. There is no chat option, their website states it is coming soon. There are no branches in Illinois that they list on their website. It should never be this difficult to pay a mortgage online to an online bank. Today is XXXX XXXX and I am unable to connect with anyone in customer service to get this rectified.
Company Response:
State: IL
Zip: 60124
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Pursuant to 12 CFR 1024.36, I am submitting this qualified written request for a clarification and adjustment in accounting records. Please address items one through seven independently. 1. {$24000.00} was due to the XXXX XXXX Collector as of XXXX. This amount was paid by XXXX XXXX Citizens Bank. XXXX added in a balance {$31000.00} to XXXX account # XXXX for tax expenses. The tax adjustment was {$6900.00} more than the actual tax amount. 2. The loan modification executed for loan # XXXX on XXXX ( ex B ) shows that {$4400.00} was recapitalized to pay delinquent taxes to the XXXX XXXX collector. This amount should have been deducted from the {$24000.00} gross amount due. 3. The deferment amount of {$31000.00} listed on the loan modification ( ex B ) was established to cover taxes due for the XXXX XXXX Collector. After the loan modification was executed, the servicing rights were transferred to XXXX XXXX XXXX ( XXXX ). XXXX has acknowledged that the {$31000.00} was set for deferment of the delinquent taxes. 4. The escrow statement for 2015 shows a negative escrow balance of {$1400.00}. This figure does not match any of the figures represented in previous escrow statements. 5. Per the attached ledger, {$1800.00} & {$130.00} were adjusted prior to the loan modification, so the {$2000.00} was recapitalized within the modification figures. This amount should have been adjusted off the {$24000.00} tax amount due. 6. In total {$13000.00} in accounting errors exist. The total amount added to the XXXX loan should have been {$18000.00}. 7. The deferment of {$31000.00} gross amount needs to adjust as well to the {$18000.00}. That deferment needs to be applied to either the XXXX or the modified loan, not both.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got a mortgage through Citizens Bank in XX/XX/2020. Working with the loan officer, I told him I needed my payments to be around $ XXXX. They were able to do so. 18 months later, my escrow is {$10000.00} deficient. Turns out, they used previous owners taxes as my estimation, which is normal procedure, however, my condo is in a PILOT program, in XXXX XXXX, XXXX So Taxes are based off of sale price. I bought my condo at a much higher price than the previous owner ( original owner ) ... Citizen 's position is my taxes went up so therefore my escrow is deficient now requiring $ XXXX mortgage payments which are outside my budget. My taxes actually went down, however, yes they did go up from the estimated amount ( based off the previous owner ) but that was an ERROR on citizens as they should have been aware it was a pilot program and known taxes would be based off my sale price, not the previous quarter from the previous owner. Furthermore, in conversations with Citizens, they told me on the phone they could spread out my escrow payments to reduce the monthly payment to {$3600.00}, still too high but a little more reasonable and allow me a little more time to figure this out. That conversation took place on XXXX with XXXX XXXX. However, Citizens just took out {$4300.00} for my XXXX monthly payment, so I was provided false information by Citizens, since the {$3600.00} never happened. At this point, Citizens is no longer returning my phone calls.
Company Response:
State: NJ
Zip: 07712
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am a XXXX XXXX XXXX XXXX man with XXXX XXXX, and my source of income is Social Security XXXX XXXX. A new Personal Care Attendant found my checkbook and forged numerous checks which totaled {$7200.00}, all of my savings. I discovered this with the first bank statement that included the forged checks and immediately visited the Citizens Bank branch in XXXX and saw XXXX XXXX XXXX to report the forged checks. At that time I closed the account and opened a new account. XXXX XXXX told me the amount of the forged checks would be returned to my account. After a few weeks I did not receive the funds, and was then told that I hadn't filed a claim in time and that it was too late for them to return the funds to me. We have appealed this to the Chairman of Citizens Bank as it was their bank that cashed the forged checks, but there has been no response. Attached is a letter contesting the denial from my brother-in-law, and copies of the forged checks.
Company Response:
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had deposited 2 checks for XXXX and XXXX and citizens bank took it upon it self to return the money
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2022-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A