Date Received: 2023-02-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XXXX XXXX the scammers first contacted me through XXXX from my best friend XXXX XXXX profile. After the scammers begin the texting through XXXX and that profile shows my friend XXXX XXXX information. This person XXXX XXXX with a telephone number XXXX, stole my best friend 's information and used her identity to commit fraud, and took {$380.00} from me. The XXXX account is enrolled as XXXX. The transfer was done through Citizens Bank mobile banking App. I opened a fraud claim # XXXX with the bank, but the bank, is ignoring my claim and done nothing. I was deceived because the scammers impersonated my friend through via text message, XXXX, and it was her profile and name that was being used- I thought that they were XXXX XXXX XXXX As result of this I lost {$380.00} and Citizens Bank is not helping me with the case I already opened. I contacted the bank several times requesting the refund from this scam.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Citizens bank closed my account because appearantly I hurt one of their employees feelings .... they will not tell me where my funds are or how or when I will recover them after they closed my account with absolutely no notification to myself... and they will not even communicate with me now, so I guess I need to get others involved to obtain information on how I go about getting my money that the bank is holding and won't even tell me what to do to get it back... thanks in advance...
Company Response:
State: NY
Zip: 14612
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I deposited money orders totaling {$2100.00} and what Citizens bank referred to as a " HARD HOLD '' on the funds, without any legitimate basis. I contacted customer service ( XXXX ) XXXX on XXXX and spoke to XXXX and requested that the hold be removed. She stated that this could not be done because they need to verify the availability of the funds. I asked for a supervisor and after being placed on hold was told that one was not available. There should not be an extended hold on money orders which are equivalent to cash. I also deposited another check in the amount of {$3500.00} on XXXX and do not know when that will be released. Citizens is holding my money for an impermissible period for its own use.
Company Response:
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i've been out of work since last year in XXXX due to covid i had XXXX XXXX i've been struggling with health issues where i couldn't work. i finally found a job after all the illness i've had i'm hopefully getting better. i'm really behind my house payments from XXXX all until XXXX i wont be able to get a payment through until i start working good hrs
Company Response:
State: OR
Zip: 979XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I reside in XXXX, IL. I am writing to you to desperately enlist your aid in resolving a years-old matter involving an unfulfilled discount owed to me by Citizens One Mortgage , formerly known as RBS Citizens , aka Charter One. In XXXX, I was a single parent attempting to move my son and myself from renting a home in a violent neighborhood to purchasing a home in a much safer environment. A recession was brewing and with aid provided in large part due to President Barack Obama, I was finally able to look forward to home ownership. With my realtor, after searching for quite some time, and having two properties fall through, I was finally able to find a home that I adored in XXXX. I then began the process of securing a loan to purchase the home. I was new to this foray into home ownership. Citizens Bank was recommended to me by a coworker of whom they had used. So I gave them a try. The communication and working relationship with the loan officer, XXXX XXXX XXXX, then XXXX XXXX, loan processor, was tenuous at best. Many times they were not very pleasant and very curt. Through the constant phone tag and having to repeatedly ask the same question over and over just to get an answer was nerve wracking, but I persevered because I wanted to put a contract on the home and not lose it, and I had already begun the process with XXXX. At the time I reached out, I had-and continue to have- an excellent credit score. XXXX suggested that I do a conventional loan due to my credit score. I did ask XXXX if the rate of 5.25 % was the best he could give me. He assured me that was the best, although I wasnt so sure. In the process of gathering all pertinent documents and materials necessary to obtain financing, I discovered that Citizens had a promotion ( Circle Gold ) wherein I could obtain 1/8th % off my mortgage of {$170000.00}. I spoke to a local banker by the name of XXXX XXXX who assured me that I qualified. He told me to be sure to tell XXXX that I would like to receive the promotion. I mentioned this to XXXX & XXXX in numerous communications that I was interested in receiving this promotional discount. He would gloss over it. I kept mentioning it. He finally agreed and said I would be eligible for it. Upon closing and my inquiry as to where the promotional discount was, I was told I was not eligible and would not receive it because I did not follow all of the parameters that were not delineated originally, but that I did comply with of having automatic payments deducted. Each and every payment has been paid using automatic deductions from my checking account. This fraud has been a burr in my skin ever since this occurred, now 14 years ago. I was so disgusted by their unscrupulous behavior, that I immediately withdrew my funds and closed my accounts with Charter One Bank. Also in an effort to rectify matters I tried reaching out to others in authority at Charter One who might be of assistance for XXXX stopped communicating with me. These other persons I reached out to, followed the same script and told me that I had already received the discount then-referred me back to the persons I was complaining about and received no answers-then XXXX stopped communicating as well. In some of the final correspondence you will see that XXXX stated I did in fact receive the discount but that I would not see it and it was done internally but that he could NOT show me evidence of it as there was no reduction of the amount owed on any document. There was zero evidence that I had received the discount. This is AFTER they told me I was ineligible. Which is it? I wish I had looked at the reviews of this unscrupulous bank, for I later learned that many people had complaints against them. I have even had issues with them subsequently as well, including CCO having their own company provide overinflated fees for appraisals to get PMI removed. This was a fight as well. They say they can not do it and have to charge extra fees when I was finally able to dispute the charges and get my money back, I had an alternate company do it for under {$25.00} and received results immediately. DISHONEST. They have changed names several times in the span of time that I have held a mortgage with them. I always wondered why, but have my suspicions. I am writing to ask you if you could delve into this matter to help me sort out and obtain the discount that was owed and fraudulently withheld from me. If a discount was factored in, I would like to see the proof, which they refused to show me. I have paid on time all of the 14 years, never missing a payment. I am earnestly trying to sunset my relationship with CCO Mortgage by paying off this loan as soon as I can. The promotional discount denied me that is owed to me would help me to pay off this loan much sooner so I can then make much needed repairs on my home. It is not lost on me the way banks have unfairly dealt with XXXX people in the past. It is most unfortunate that this policy of evading fairness as it pertains to XXXX and housing still persists today. I have attached all printed email correspondence to corroborate what I have cited above and so that you can view my communications. ( The pages with greatest pertinence, I have marked with an asterisk at the top. ) I have exhausted all who can help and it is extremely difficult reaching someone in their organization. I have hit a brick wall. Can you please help sort this matter out? Perhaps they will listen to you, the government. Thank you in advance,
Company Response:
State: IL
Zip: 60655
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I could not get a loan with Citizens to buy a phone at XXXX and the logical thing is that Citizens sent me checkbooks and they could not open an account of a minimum amount compared to what I could use with checks.
Company Response:
State: FL
Zip: 33135
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I have a Visa with Citizen Bank My statement for XX/XX/2023 balance was {$710.00} I paid in full on XX/XX/2023, at branch location. I received a statement for XX/XX/2023 with summary activity payment of {$710.00} no charged but {$7.00} interest charged {$7.00}. I called and was told because I didn't pay in 5 month the balance time frame I received. I this fee. I said I never been late and was paying {$500.00} for three months because of the interest was high so interest on XXXX is {$7.00}.
Company Response:
State: PA
Zip: 19013
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Today XX/XX/2023 I went to Citizens Bank ( XXXX XXXX XXXX XXXX XXXX MA XXXX ) to withdraw {$400.00} from my checking account. Upon completing the transaction, the ATM gave me my card back and immediately shut down. I waited in line to be told by the teller the money was taken from my account and there was nothing he could do. I then spoke with the banker XXXX XXXX XXXX ID # XXXX and he said " what would you like me to do about it ''. I replied " Ive never had this happen before? ". He then instructs me to sit while he begins to file a claim. After he finished he said " The ATM has been doing this for the past 4 days, but its not our problem. They company responsible for the machine will be in to fix it tomorrow. I don't even have access. '' Which I know is false information, because at my home branch in, I once left my card in the machine after finishing the transaction. Later that same day the banker was able to retrieve my card without any hesitation. XXXX was finding any excuse not to do his job. I am still waiting on the funds to be deposited into my account.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I called citizens bank to report I never opened a line of credit which is showing up on my credit report. The representative opened a dispute and recommend I open up a dispute on this website.
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX in the early evening i noticed that i had 250+ emails. when going through the emails i noticed they were all spam with languages that could not be deciphered. I immediately decided to check my bank account. i opened my bank account on my phone and noticed monies being moved around between accounts. almost immediately i received a phone call from the fraud department from my bank. they wanted to confirm what was going on in my account. i informed them that none of that was done by me. they immediately froze my accounts. i was at the bank for the next couple of days and it was determined that someone had access to all my information and had gotten into my bank account and opened other accounts and transferred money between all the accounts. I was told by the bank that when the scammer first got access to my account they signed into my account adding themselves as users and then every time we changed the accounts, they would try to access it, and when asked for the password would say they forgot the password. since they were users they were give a new password and would again have access to my account. with the banks help i opened new accounts ( three times ) then realized that the scammers were in the new accounts before i could even get access. the bank froze my home equity line of credit and i closed all my accounts. I now have no banking accounts in my name. i had to change my email and phone number witch has made it difficult to continue using many of the aps on my phone which were tied to my old email address. i was also advised to freeze my credit with all the credit bureaus and i also purchased lifelock. I filed a police report with my local police as well. the banks fraud department have been very helpful as has the banking staff. Seems the banking is how i became aware that my identity was breached, but i also got 1300 spam emails and numerous text messages, which led to changing my email and phone number.
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A