CITIZENS FINANCIAL GROUP, INC.

2019-08-04

San Bruno, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-08-03

San Jacinto, CA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I am a full-time student and I found out a student loan I had with Citizens Bank being handled by XXXX was listed as defaulted Citizens Bank and now is in my credit report blocking my other student aid options. All my other loans both federal and private were in deferment or forebearance except XXXX failed to list this one. Citizens Bank has now referred to collections and I have not been provided the opportunity to make payments even though I am a full-time student. Citizens Banks says XXXX can pull loan back to them but XXXX says Citizen Bank has to initiate the process. Both deny what they need to do. I was told by Citizens Bank that I should have been offered a temporary forbearance which was not done but they refuse to do now.
Company Response: Closed with explanation

Timely Response

2019-08-02

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-08-02

Buffalo, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-08-01

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Citizens One Mortgage took over our home loan in XXXX of XXXX. We received notification of this by mail the first week of XXXX. Prior to Citizens One taking over our loan, we were with XXXX XXXX XXXX. Because we paid our mortgage using XXXX XXXX XXXX automated bill pay feature, we scheduled mortgage payments to be sent out on the XXXX of the month before to ensure the payment would reach XXXX XXXX on or about the first. We never had an issue before, and our account was always in good standing. When Citizens One took over our loan, we had already sent out XXXX mortgage ( {$1200.00} ) using the XXXX XXXX XXXX bill pay feature. A few weeks went by and we received a second notice from Citizens One. This time the letter indicated a new, increased mortgage amount because of increased taxes, and they indicated they had not yet received XXXX payment. We made our first call to Citizens One letting them know that we had made the payment to XXXX XXXX before we were notified of the changeover. The Citizens One representative ensured us that there was more than likely a delay in their system and that the payment would post on their end very soon. After this communication we took the opportunity to set up our account on XXXX XXXX payment portal so we could make payments and see our balance. We made the XXXX and XXXX XXXX XX/XX/XXXX & XXXX notice how we pay early ) payments through their online portal for the NEW amount. In late XXXX we started receiving phone calls and letters stating we were a month behind with our mortgage. When we spoke to XXXX on XX/XX/XXXX via phone, she told us we had made a short payment and that they dont accept short payments. This short payment they were referring to was the XXXX payment ( {$1200.00} ) made to XXXX XXXX before we had received notice of the updated amount, and before we knew Citizens One had taken over our loan. XXXX informed us they moved the {$1200.00} over into principal and she went on to say that we needed to make a payment for the difference in the shortage ( {$53.00} on XX/XX/XXXX ) and the very rude representative ensured us that our XXXX short payment ( {$1200.00} ) would be moved out of principal, applied to the {$53.00} paid over the phone paid toward the mortgage. Two weeks later this still has not happened and we are still receiving late notices. Now, we cant even make a payment through their online portal ( had to pay XXXX mortgage ( {$1300.00} ) with Rep XXXX on XXXX ) due to the XXXX short pay. Each time we've spoke to a representative ( XX/XX/XXXX XXXX, XX/XX/XXXX XXXX the supervisor, XXXX XXXX ) from Citizens One we are met with condescension or they talk over you. Theres a total lack of empathy and irreverent disregard towards us and the situation. As homeowners who have always paid on time and EARLY, we are dismayed by this company. Other customers have made the same complaints about this company on the Consumer Affairs site. Please investigate whats going on over there. Never had this issue with XXXX XXXX or any other mortgage company weve ever gone through. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-01

Lake Lillian, MN

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-08-01

Library, PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-31

Phila, PA

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-31

Hidden Valley, NV

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-07-30

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Complaint: On XXXX XXXX I opened a savings account with Citizens Access bank, the same day I transferred {$19000.00} from XXXX. On the XXXX of XXXX, XXXX sent the funds to Citizens Access. After several days I closed the XXXX savings account. On the morning of the XXXX I awoke to find two emails from Citizens access, one saying my account had been locked out due to too many failed attempts to login, the other saying I had successfully changed my username. I live in XXXX and so morning for me would be evening in the US. I called the bank immediately, because I had been asleep while the emails were sent and thus unable to attempt logging into my account or to change my username. The associate on the phone verified me then told me that Citizens Access has chosen to discontinue their banking relationship with me at this time. She went on to tell me that the funds would be sent back to the account they were initially transferred from. When I explained that account was closed, she directed me to the other bank to resolve the issue. I called XXXX, who said the account couldnt be reopened and even went on a three-way phone call with Citizens Access to attempt to resolve the issue, to no avail. Finally, on XXXX XXXX, I received an email saying that the account at Citizens Access had been funded. Citizens Access refuses to send the money in any way I can receive it ( ie via check or to an open account ). Moreover, based on a phone call today ( XXXX XXXX ) XXXX has no record of the funds even being transferred to them. Additionally, from a phone call today, Citizens access wouldnt even tell me if they sent the money to XXXX or not and so I have no idea where my money is or whether its even all there. At this point, I have no way of knowing if, when, or how they money might be sent to me either.
Company Response: Closed with explanation

Timely Response

2019-07-30

Wrong amount charged or received

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2019-07-30

Auburn Hills, MI

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-07-30

Gloucester City, NJ

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: Our closing was scheduled for XXXX on Monday XX/XX/2019 by XXXX of XXXX XXXX for a home equity loan with Citizens Bank. XXXX called and left a voicemail Monday afternoon at XXXX to reschedule the appointment for XXXX XXXX. He said, Id like to see if we can adjust it to XXXX. They have me in XXXX at XXXX and I am fearful of not being able to be back in time for XXXX. He ultimately arrived at XXXX. We proceeded to quickly sign the loan paperwork, and once complete, he gave me a copy. I implicitly understood it was our copy of the closing paperwork. On the morning of Thursday, the XXXX, I proceeded to open the folder, and was shocked to see the paperwork belonged to XXXX XXXX and his wife XXXX of XXXX NJ. I called XXXX, and told him the situation, to which he abruptly responded, I picked up the wrong paperwork off the printer. I asked him pointedly, who has my paperwork? He said in response, NO ONE! Around XXXX, I could no longer trust Citizens Bank or XXXX XXXX to resolve this situation before untold horrors could occur, so I called the XXXX customer whose information I had, to see if they had ours. Mr. XXXX initially concerned I was phishing, ultimately relented, and checked his copy only to find out that he did indeed have ours. Who is to say he ( MrXXXX XXXX ) didnt already share or sell my information? How do I know this wont happen again with the financial outfits who now have my information? I am exasperated! I need to protect myself, and my son. XXXX XXXX VP of Citizens Home in XXXX NJ is aware, and agreed to meet XX/XX/XXXX, but it's already too late.
Company Response: Closed with explanation

Timely Response

2019-07-30

Communication tactics

Debt collection: Auto debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with explanation

Timely Response

2019-07-30

Philadelphia, PA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I have a transaction on my account that has been on hold since XXXX, 7 years ago to this day! I was unaware of the funds, as I thought it was a savings account. I was charged a service fee for this account on XX/XX/XXXX for XXXX. When I looked into the account and seen the number of funds in the account, I immediately wanted them moved to my current checking account. I have spoken to over 10 representatives regarding this issue, starting with the bank institution. No one has provided any information of than accusing me of fraud and money laundering. I was asked today by the case worker on my account to provide documentation that the funds belonged to me. I said who else would have funds in their account for over 7 years and it would belong to someone else. The bank caseworker XXXX XXXX then warned me again that the hold would not be removed and there is nothing else she can do. I am at my wits end here. I am being criminalized and ignored as a loyal customer for almost 20 years.
Company Response: Closed with explanation

Timely Response

2019-07-30

Limerick, PA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-29

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-28

Clermont, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I would like to file a complaint against Franklin American Mortgage Company for the delay in refunding our escrow balance for a loan that was paid in full, under 1024.34 ( b ) ( 1 ) of RESPA. Our loan was paid in full on XX/XX/19 and per the paragraph of RESPA listed prior, the servicer has 20 days to return escrow, excluding public holidays and weekends. The 20 days elapsed yesterday, XX/XX/19, and we have not received our escrow refund.
Company Response: Closed with explanation

Timely Response

2019-07-28

Winton, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Received unsolicited financial product or insurance offers after opting out
Complaint: alert on my credit report from bank I did not consent to reviewing my credit report.
Company Response: Closed with explanation

Timely Response

2019-07-26

North Hollywood, CA

Closing an account

Checking or savings account: Savings account

Company closed your account
Complaint: I opened an account with citizen access {$5000.00} they closed my account and stole my money
Company Response: Closed with explanation

Timely Response

2019-07-26

Phila, PA

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Installment loan

Company Response: Closed with explanation

Timely Response

2019-07-26

Boston, MA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-07-25

Abilene, TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: On XX/XX/2019 I called to check if Citizens One had received the check to cancel Gap Insurance on my car. The representative told me no. I continued to call everyday telling them I wanted to pay off my car but wanted everything in order before the process was done. XXXX XXXX had sent the check but the bank customer service could not find the check. On one of the days a representative in the finance department asked me if the check had my loan number and vin number on it. I checked with XXXX and XXXX assured me she had. I do not have names since I spoke with a different person in their finance department everyday. On one day in particular a man gave me a ticket number of XXXX and sent it to the back room to match the check with my information. On another day a female representative in the finance office put me on hold and got back on the phone with another answer of no. On another day one female in the finance department said if the back room couldnt find a customer for the check they would throw it away. I dealt with all the comments of not being able to find the check until the XXXX of XXXX. I called and asked XXXX if they could write me a check for the cancellation of the Gap Insurance and I would pay off the loan of my car and they did. I called Citizens or Citizens One as the name changed each time I called for the payoff. The department gave me the payoff of {$3200.00}. I decided to go to my bank, XXXX XXXX and send a wire transfer because I had enough of a so called lost check. The banker, XXXX, helped me on XX/XX/2019 to send the wire transfer but had a question if the bank was Citizens or Citizens One and asked if I would give him permission to speak with them. I put my phone on speaker and my wire transfer was sent to Citizens Bank. The banker and I were on speaker when the payoff dropped to {$3000.00}. I am worried this bank will not send my title to me because of everything I have been through. Their acct number is XXXX, aba number XXXX. My loan account number is XXXX. The last 4 of my ss is XXXX. My name is XXXX XXXX. My address is XXXX XXXX XXXX, XXXX, Texas XXXX. Their address is Citizens One, XXXX XXXX XXXX, XXXX, RI XXXX. They have another address of Citizens One, Consumer Loan Servicing, XXXX, XXXX XXXX XXXX, XXXX, RI XXXX XXXX. I was never late on my car payment and always had insurance on it. I want to be sure I receive my title as the bank said they send titles to Texas electronically and I will need to go to the DMV in a week to pick it up. It was an unpleasant and unnecessary experience. I want my title and be done with this bank.
Company Response: Closed with explanation

Timely Response

2019-07-25

Oxford, GA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: My personal information was used without my knowledge and because of several phone calls from creditors that did not belong to me, that prompted me to check my credit. According to XXXX and XXXX XXXX my personal information was exposed in both of their data breaches. XXXX, then confirmed that I was one of the individuals whose data was exposed twice this year alone. To date, I have noticed that there are several inquiries and credit accounts that were not requested by me were listed on my credit report. Ive filed an Identity theft report with the FTC and a police report. The FTC Identity Theft Report number is XXXX.
Company Response: Closed with explanation

Timely Response

2019-07-25

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response