Date Received: 2018-10-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Re : XXXX Case # XXXX Complaint of XXXX XXXX XXXX This matter involves Citizens Bank and their neglect, failure and refusal to honor the payment of a {$200.00} account opening bonus in accordance with the terms and conditions of a promotional checking account opening bonus offering of {$200.00}. Since the opening of said Checking account on XX/XX/2018, Complainant has comported with all terms and conditions of said promotional offer and said account has been and remains in good standing with Citizens Bank. Said promotional offer clearly set forth ... you will receive a {$200.00} bonus. Bonus will post to the checking account within 90 days after direct deposit has posted ... Complainants qualifying deposit was made on XX/XX/2018, as is reflected on the checking account statement attached hereto, yet to date, more than 90 days have passed and no such {$200.00} Bonus has been credited to Complainants account. It is Complainants position that Citizens Bank has perpetrated a fraud, in and of a breach of contract, upon the Complainants herein and should be made to rectify said breach of contract and be sanctioned according.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2018-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/18 I began communicating with an individual about purchasing concert tickets for a concert that was taking place later that evening. After texting back and forth about specifics, such as price & seat location, and method of delivery ( electronic ), I asked with the best method of payment would be, XXXX or XXXX. He suggested XXXX, which I had seen on the Citizens Bank homepage, so I agreed, and was given the email address of XXXX, which I used to send funds to this individual via XXXX. I was purchasing two tickets for XXXX XXXX at $ XXXX/per ticket, so the transaction total was {$300.00}. The transaction was processed and my account showed {$300.00} had been withdrawn, however the individual I was purchasing from said it was never received. I later learned from the police man I filed a report with that this is a common tactic used by scammers to get you to resend the funds, but since I knew the funds had left my account, I did not resend the transfer. After sending multiple text messages to this individual and calling multiple times I realized that I was not going to receive the tickets, and I that I had just been defrauded. When I called Citizens Bank, who is partnered with XXXX, they said there was no type of report that they could file, there was nothing they would do on their end, and to contact law enforcement ( which I did that same evening, XX/XX/18 ). XXXX is listed on Citizens website as " A fast, easy, safe way to send and receive money '', but I now realize that there is nothing safe about it if there is any chance fraud is involved. The Citizens website also says that XXXX is secure- '' Transfers are protected by the same technology that protects your online and mobile banking '' -unfortunately in this case " secure '' does not equal safe. The recipient mentioned having XXXX XXXX, but I am not sure if that is the case. It was very clear that this individual was targeting people by using XXXX, and unfortunately the amount of trust I had in my bank prevented me from seeing through this scam.
Company Response:
State: MA
Zip: 02021
Submitted Via: Web
Date Sent: 2018-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter from the mortgage company stating they needed proof of insurance. I had insurance on my home when I bought it on XX/XX/XXXX. So I contacted the insurance company preferred mutual on XX/XX/XXXX it was then that I was notified the policy was pending cancellation due to non payment on XX/XX/XXXX. On XX/XX/XXXX I called XXXX XXXX XXXX to inform them that I have insurance and it's due to be cancelled on the XXXX if they don't receive payment. They told me to tell the insurance company to fax the bill toXXXX and they'll try to overnight payment to them. I let a week go by and checked my escrow account the insurance payment still haven't posted. So I called the insurance company again the person I spoke with said it was faxed over on XXXX, then I called the mortgage company they stated they didn't receive it, and tell the insurance company to e-mail it to XXXX. I then called the insurance company with that information they stated that they'll get that done. at that time it was within a couple days of being cancelled so I waited another week the money still didn't post to my escrow account. Now because the policy has been cancelled I called my agent to let her know what happened and see what I could do about it. Since it had not been past 30 days since cancellation they can get payment and renew the policy. Now 3rd time call the mortgage company I was told to have my agent e-mail the bill to XXXX with the loan number in the subject box and they'll try to overnight a payment. Now once again didn't hear anything. All of a sudden I get a email from my mortgage company stating that my hazardous insurance is paid in the amount of {$1000.00} but the insurance that I have was only {$720.00}. I look online at my account it's some insurance that the mortgage company added meanwhile I don't have no type of paperwork pertaining to this insurance. On XX/XX/XXXX I called my agent to try to get my insurance back and couldn't because it was lapse for over 30 days, due to the lapse I can't get no competitive rate. the new insurance policy I have cost me {$980.00}. Called the mortgage company and had a fit. They said as soon as I get proof of insurance to email to the same email address previously they'll update the account and then I'll maybe get reimbursed. This was a issue that was not caused by me.. in reality had nothing to do with me all I was supposed to do was make my mortgage payments and that's what I did now I may have to suffer with the 30 day lapse for years this wasn't right at all
Company Response:
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened the platinum checking account on XXXX in branch. The banker assured me that once the requirement completed. I will receive the {$400.00} bonus. Received a direct deposit of $ XXXX within 60 days of account opening. Already contacted the customer service. The {$400.00} bonus has not been posted yet.
Company Response:
State: MI
Zip: 48105
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2018 I underwent an XXXX XXXX of my XXXX XXXX. I was out of work until XX/XX/2018 due to an inability to XXXX without XXXX, bear weight on my XXXX or drive. I have corresponding medical documentation that proves the surgical date and out of work period. In late XX/XX/2018 I began reaching out to XXXX XXXX XXXX, my loan servicer to discuss options. Initially there was a discussion of options and I began to receive information about avoiding foreclosure. I called in XX/XX/2018 and discussed loan modification and began sending paperwork in. I was told not to make a payment in the interim during the processing. I did however inform the customer service representative that I was back to work and could make a payment again I was advised against this. I had returned to work on XX/XX/XXXX. During the process of data collection I was notified after all documents were submitted that new documentation need to be submitted. I asked to speak to those folks in loan modification as I felt I had submitted everything already. I was told by the customer service representative that I could not speak to anyone as that department did take phone calls and was told what to resubmit. After this process taking over a month without an update on the status, negative credit reporting beginning to occur, and notices being received on my door I became fearful. I called and asked for other options I was told about loan repayment plan in XXXX. I signed up for a loan repayment and began to make payments although they were over {$500.00} more than my monthly payment and I had apprehension that I could afford these. On XXXX th of XXXX I was 10 days late for payment and the loan was severed. I was at no point notified about a late policy. When signing up for repayment plan nor was I notified once it was fractured. I was told I can apply for a forbearance. The application however will take 5 to 7 days to be received. I begged to make a payment that day so that I did not get further behind. During this entire process I find as an educated person I have had significant difficulty understanding my options. I have been treated unfairly during this process as well as Ive spoken to customer service representatives over and over without any continuity. The answers and advice appear to vary with every conversation. I have been advised incorrectly in the beginning of this process causing me to get further behind in payments. My most recent phone call today was downright abusive when I attempted to explain the situation again. Please listen back to the call it was abrasive. I am trying to find an option to stay within my home and pay back the loan that I missed. Ive been trying my best to get caught up with payments and make my account current. I am working and want to pay my mortgage. I am a single mother, working professional with XXXX kids, my student loans are over {$1000.00} a month amongst other payments that make my life paycheck to paycheck. Those 2 months at home were ones that financially injured me and I am trying to recover. It also during that time that required daily help as I could only XXXX on one XXXX and as described above could not drive or XXXX without additive device. I hope this claim will be considered so I may work cooperatively with XXXX XXXX XXXX to get my account current.
Company Response:
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I attempted to get a loan for an XXXX. There was a system a error an app did not go through. I went to the highest office in the company to get Inq removed. Because I never Authorized. The company has not record of my personal information, I was never sent and Adverse action letter. They are supposed to keep for 2 years. Yet they still use their power to obstruct me from getting INQ removed from the XXXX credit report. The CEO asst told me specifically they could not find an application or any information but in the same breathe refuse to remove the INQ. They either are lying or committing fraud. Or they are not keeping proper records which is against the law. This is the email I sent to the company : Good Morning, I am writing because i am getting no where with your company. I am prepared to write the CFPB and possibly get a lawyer involved here. I would rather deal with you. And Inquiry was placed on my credit report after you had a system error which caused an application to not be processed. I have all this information. Plus you have record of an error. I want the inquiry removed. Your system produced and error. No credit should have been pulled. I attached all the proof no application was processed. This is a simple fix but XXXX says i need to go through you. All you have to do i fill out an credit bureau alter. I am asking that you do the right thing a remove the inquiry. But most of your customer service people have been rude and dismissive. I am willing to take any action within my legal authority to make sure under the laws of FCRA my credit is reported accurately. Your system made a mistake. If there is an error no app was processed no credit should have been pulled. Please respond a.s.a.p.
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2018-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account with Citizens Bank in XXXX, PA on XX/XX/XXXX and my Citizens accounts are not reflecting the correct opening date. Also I was promised interest rate of 1.24 % on my money market account and that were not done according to discussion when opening the account. Also I was not given documentation promised while opening the accounts. I spoke with XXXX ( a supervisor at the Citizens Rhode Island Call Center ) who was not able to help.
Company Response:
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Incorrect exchange rate
Subissue:
Consumer Complaint: On XX/XX/2018 my husband XXXX & I vacationed in the XXXX . Each morning the EURO rate was posted at the front desk. You then could calculate how much you would be spending each day. XXXX signed a few receipts ( MasterCard thru Citizens Bank ) with the " EURO exchange on the bottom of the receipt ''! Citizens Bank will not honor the exchange rate for the day. The MasterCard bill was astronomical. Why isn't the bank honoring what my husband signed his name to? They are known for no transaction fees or hidden fees. How did they arrive at that calculation for each day? PROBLEM : Exchange rate at hotel is different from Citizens Bank. XXXX also has a different rate for each day we were on vacation in Europe. 3 different rates, please advise as we need assistance with this. XX/XX/18 telecom with XXXX supervisor XXXX for Bank. XX/XX/18 XXXX manager of credit dept. read from a policy on paper to my husband and the bank would not honor what XXXX signed for.
Company Response:
State: MA
Zip: 01760
Submitted Via: Web
Date Sent: 2018-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX granted mortgage modification, began payments XX/XX/XXXX to Citizen 's One, have made all payments thru XX/XX/XXXX, XX/XX/XXXX payment being held in escrow. From XX/XX/XXXX to date, receive monthly statement showing account is delinquent, no payments made. Calls to customer service regularly ( will supply phone records upon request ), responses from Citizen 's One : " we see the problem, it is being remedied, '' " this is a large institution, these things take time. '' XX/XX/XXXX, Citizen 's One website updated and displayed account as being one month behind, called again to Citizen 's One asking this to be remedied, were told they would work on it and it should be all set shortly. XX/XX/XXXX- served foreclosure papers, and no longer able to make monthly mortgage payment, hence the escrow account mentioned above. XX/XX/XXXX supplied documentation of all bank statements and canceled checks ( attached ) from XX/XX/XXXX through XX/XX/XXXX to Citizen 's One and the law firm of XXXX, XXXX, XXXX XXXX, XXXX, RI. Have been told by Citizen 's One the package has been received but they do not know who has it. No contact to date from law firm regarding documents provided. XXXXXX/XX/XXXX- in the process of seeking own counsel. Unfair practices by Citizen 's One include : failure to apply payments correctly, falsely placing property in foreclosure. Damages to homeowner : incorrect XXXX tax documentation, home in foreclosure, seeking own counsel to protect home.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2018-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I wrote a check to XXXX XXXX XXXX on XXXX XXXX for {$190.00} for bill account XXXX. The check was altered and written to an unknown individual by the name of XXXX XXXX XXXX and deposited into his bank account on XX/XX/18. I filed a claim for this claim on XX/XX/18, in which I was advised the issue would take 8-10 weeks to resolve. Two weeks later I received an affidavit, which I immediately took to my local branch at XXXX XXXX XXXX to have notarized by the branch manager. The affidavit was faxed and mailed to the claims department. I called several times over the course of a month, I left several messages on the answering machine of the check fraud department, only to never have my call returned. Early XXXX, I began calling customer service and asked to be transferred to the claims department, as that became my only means to get a live rep on the phone. On average I call customer service and am on hold for 30 minutes to ask for a transfer, then hold for an additional 40 minutes. I asked for an update on my claim, I was always advised it was still under review. I got onto Citizens Bank 's XXXX and complained about the way my claim was being handled, that no one has corresponded with me or contacted me whatsoever regarding my claim A rep named XXXX responded to me via XXXX XXXX and stated my claim legally does not have to be resolved within 8-10 weeks, that the claim can be under investigation for an indefinite period of time. On the third week of XXXX, a rep from the claims department indicating that the affidavit had still not been received. I spoke with a supervisor named XXXX, who was kind enough to fax the affidavit to me, which again was completed, notarized and faxed to XXXX on XX/XX/2018 at XXXX. Upon contact on XXXX XXXX at XXXX, I was advised the affidavit has still not been received, although the documentation has been faxed twice from my local branch to the confirmed fax number of the claims department. They have now indicated that they can not expedite having my claim resolved, although I have faxed the affidavit twice, mailed it once and have already waited 8 weeks for resolution.
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2018-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A