Date Received: 2023-02-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have opened a checking account with Citizens Bank on XX/XX/22 with an offer that would pay {$400.00} bonus after depositing {$500.00} via direct deposits and completing XXXX debit card transactions. I have completed these requirements within the required terms, but have never received {$400.00} bonus. When I contacted the bank they refused to give me the bonus.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: It shows on my credit report that I open a new credit account with a balance of {$1200.00} from Citizens XXXX XXXX XXXX But I haven't open a new account
Company Response:
State: CA
Zip: 90604
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/23 I received a bill in the mail from Citizens World for an account that I never applied for. I called the number on the bill and was informed that an application was done online for the account on XX/XX/23. They of course closed the account for me on XX/XX/23. They asked if I was sent a credit card. I have not received one in the mail as of yet. They informed me that all my personal information was used for the application. As of now blocks have been added to the credit reporting agencies and was also asked to proceed with this process as well.
Company Response:
State: OH
Zip: 44512
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hi, I would like to file a complaint with Citizens Bank. I will try to walk through the problems and recap with dates. Also, I will attach files for proof as well. I have been trying to purchase a home in MA for about two years now and was thinking of using Citizens for my loan. To make the process easier, I thought to use Citizens Bank to manage my Downpayment/closing costs and my monthly mortgage payments. I applied and opened an account on XX/XX/XXXX. To open the account, I placed transfers of {$5000.00} into the checking account and {$15000.00} to the XXXX XXXX XXXX Account. Everything was set ; I downloaded the app and saw that the money was in the account by XX/XX/22. Then I got a letter in the mail saying the account was closed. I wasn't given a reason. I hadn't looked at it until the end of XXXX ( It was the week of thanksgiving when I had time to sort through all my mail. ) since I thought it was just more welcome to citizens mail and I had been getting emails online no problem. By then, time had passed, and the letter said the bank would issue my checks with the remaining balances in the accounts. So I waited, and the holidays came and went, and no checks. I ensured it wasn't at the post office or anything and finally called Citizens Bank 's Customer Service ( XXXX ). At first, the could find my accounts ( called 3x to try to locate the account # numbers ) and was initially looking to track the checks. Then found out on another call that they were never issued out. During my calls back and forth, I was told that the account was purged for inactivity. Which didnt make sense since i hadn't had it for long. Then they told me that they never got the money and told to the original bank ( XXXX Bank ). I reached out to them, and they gave me the transaction numbers within a day and told me to go back to citizens. So I called back and was advised to go to my local branch. Then when I went to a branch after they told me that they couldn't find my accounts, XXXX XXXX the nice employee who was trying to help me ), told me his boss messaged the team hirer up, and they said that the account was closed by the fraud department due to overdrafts. I hadn't even had an account number or debit card yet so I don't know how that makes sense. XXXX was also confused because he said my statements said no transaction occurred. They also said that the statements didn't have deposits in it either, however, I remember seeing it in the mobile app but didn't have access to it anymore. He said that we would follow up the following week since it was a Friday and I had been waiting for about a little more than an hour for some information. XXXX did write down my account numbers in case any said they couldn't find it again. I waited until the following Friday to call and ask if they 1. had my account statements and 2. if he had heard back. He said that they again told him they did not receive the fund and sent it back ; when i asked for the transaction numbers, he said he asked for those as well, and they were looking to provide something and to check back the next week. He was going to mail my statements, but I said I would go to the branch to get them. While I waited to hear back I tried a different approach on the phone and asked for the fraud department. I was sent to credit card fraud and when i explained the woman on the phone said i needed to talk to Account fraud. I asked for the number incase the phone disconnected and she gave me ( XXXX ) and then transferred me. The call rang once and then hung up. So I called the number and it said that it was not a real number. So I called XXXX at the branch ( XXXX branch on XXXX XXXXXXXX ), he went looking and was told they don't give that department 's number out. So I decided it was time to try to gather all my information and contact a lawyer. After a day I realized i needed a consumer litigations lawyer, looked for one and finally found one on today XXXX. She advised me to file this complaint and she found a corporate number that she called. The matter is now being looked into and XXXX called me back to let me know that it is being escalated up to the office of the Chair/Chairman and they will be reaching out. He also said he had contacted the ACH department but had not heard back from them. Attached are emails, my conversation with XXXX bank, and anything else to confirm the above.
Company Response:
State: MA
Zip: 02135
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Hello. I was a victim of Identity Theft and early in XXXX ( XXXX ) I've discovered numerous fraudulent accounts open under my name. I have immediately initiated credit freeze on all 3 Consumer Credit report agencies. I have also filed ID Theft report with Federal Trade Commission and filed Police Report - copies are attached ( XXXX XXXX ). I have also disputed the accounts with all three credit agencies. As advised by the police, I have sent the package with Identity Theft Affidavit, copy of the FTC report and Police report to each of the credit companies. Most of the creditors cleared the fraudulent records from my Credit Report, however there were few that mailed back saying that per their investigation they believe the accounts belong to me. These accounts are now under collection status. I have called them ( In XX/XX/XXXX since I had a baby in XX/XX/XXXX and was busy with baby ) and asked to re-open the investigation and requested to send me the list of transactions that are associated with the accounts ( per FCRA Section 609 ( e ) ), however they refused to do so. I am stuck and don't know how to proceed further. I am asking to please look into this matter and help me resolve the remaining fraudulent records in my credit reports : 1. XXXX - Loan - {$10000.00} - I spoke with XXXX XX/XX/XXXX. The case # XXXX. This is now the third case and the previous two did not have any resolution 2. Citizens Pay Credit Line - line of credit. I spoke with XXXX XX/XX/XXXX and I was told that there is nothing they can do, as their investigation shows that the account is valid. Again, I have not received any benefit from these accounts. 3. XXXX XXXXXXXX - credit card. I spoke with XXXX XXXX fraud department supervisor XX/XX/XXXX and I was told that there is nothing they can do, as their investigation shows that the account is valid. Again, I have not received any benefit from these accounts.
Company Response:
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, we applied for the COVID-hardship forbearance program, offered by our lender Citizens Bank , as we were experiencing hardships like many New Yorkers during the pandemic. Our property in XXXX XXXX is a two-family home, where we were living in one unit and leasing out the second unit to tenants. We lost our tenants during the pandemic and faced hardship paying our mortgage. We could not find XXXX XXXX XXXX XXXX and were also XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX at that time. We tried putting the property up for sale but did not get a single offer. With so much uncertainty surrounding our financial situation, we were grateful to be approved for the XXXX forbearance program in XXXX. Since then, we have relocated and are now renting out both units at our property in XXXX. The property is now fully tenant-occupied. We have been trying to resume our regular mortgage payment without success since XXXX, XXXX when we received notice that forbearance was being extended 180 days. The letter we received XX/XX/XXXX was our first notice of forbearance period ending, but was also an automatic extension without our approval. At that time, we spoke with a Citizens rep who confirmed that the forbearance amount would be deferred to the end of the loan period, which was how the program was explained to us upon our initial application. We requested to resume regular repayment of our monthly loan amount, but were told the forbearance had been extended so we could not resume repayment. We have always operated paperless with the servicing of our loan, but since the forbearance period began we have not been able to access any mortgage information or documentation online as it is no longer available to us on the portal. Communicating with Citizens Bank by phone is extremely challenging. Since then, we have had to make repeated phone calls to Citizens bank to try and resume our mortgage repayment, without success. In XXXX, we were told that we must submit a formal application for deferral ; that it was not granted automatically. This was in direct contrast to the terms of the program as explained to us upon our initial application, and confirmed by the Consumer Financial Protection Bureau. Nevertheless, we provided extensive documentation including paystubs, bank records, and tax forms to comply with this requirement. This was provided to Citizens bank in XXXX and again in XXXX. On XX/XX/XXXX we received a letter stating that our application for loss mitigation assistance was not approved. We had no intention to apply for further loss mitigation assistance. As previously communicated on several occasions, we are ready to resume repayment of our loan. We are simply requesting confirmation of a deferral of the forbearance amount to the end of the loan period, as were the terms of the program as explained to us and confirmed by the Consumer Financial Protection Bureau. According to CFPB, under this program the mortgage servicer is not permitted to ask for proof of hardship and homeowners who receive XXXX XXXX forbearance are not required to repay their paused payments in a lump sum once the forbearance period ends. We are ready, able, and eager to resume monthly repayment of our regular loan amount and are willing to consider a repayment plan for the forbearance amount, although deferral to the end of the loan period were the terms of the program as explained to us. However, we face significant hardship in paying the full forbearance amount as a lump sum at this time. Doing so would liquidate all of our savings, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and leave us without the necessary savings we must retain to cover unexpected maintenance costs for our rental properties. We filed a formal appeal on XX/XX/XXXX, but were informed on XX/XX/XXXX that the appeal had been denied and that we are not eligible for Deferral of the forbearance amount.
Company Response:
State: NY
Zip: 11104
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: A check from Social Security for XXXX XXXX was deposited into my CitizensBank account on XX/XX/XXXX. They also close my account the same day, but took their XXXX overdraft fee. Ive been trying since then to get the check sent back to me and or Social Security for days now every time I call, they tell me error on their end, they wont let me speak to a supervisor, so Im not sure what else to do. They took the XXXX but kept the remaining balance that was supposed to go into my account to ask if they can re-open the account and put the remaining balance in they told me 7 to 10 days and still nothing I called this morning and basically no answers
Company Response:
State: PA
Zip: 19133
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX, 2023, I deposited a check for {$16000.00} from a large company in XXXX. It was a check in USD drawn on XXXX XXXX XXXX. The check was micro-encoded. Today is XXXX XXXX, and the funds still have not been deposited in my business checking account. On XXXX XXXX, Citizens took a {$30.00} fee from my account and sent me a letter ( which I didn't receive until XXXX XXXX ) that stated they had received {$16000.00} and sent it out for collection. XXXX XXXX was 9 days after I deposited the check. Why did it take 9 days to send out check? I called the phone number on the letter and was told it takes 6 weeks to deposit the funds. This is crazy... .6 weeks to clear a USD check from XXXX XXXX XXXXXXXX? A business check being deposited in a business account? I called other banks in my area with details ... ..they all told me 0 to 2 weeks.
Company Response:
State: MA
Zip: 02467
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX and brother of the named alleged debtor XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX getting bills for debts she did not know were made. Loans, Credit cards, bank deductions. The decased was in a position to tak advantage of me. I trusted him totally and he would take care of my bills. This creditor was notified of the fraud, the police dept. will not provide a copy of the report. The deceased brother took money out of a bank account associated with this credit card without my knowledge and also opened up a credit card on this bank in the name of XXXX XXXX XXXX. If there was a signature it was was forged when the account was opened. Alleged Debtor is XXXX, was a victim of fraud. Citizens has been notified by email and documentation provided, but refuses to accept that this is fraud. Sent letters providing this information. They are denying the claim of fraud, most recent denial received today XX/XX/XXXX.
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I have a checking account with Citizens Bank that had an amount that was over {$17000.00}. On XX/XX/XXXX, I received a call from XXXX XXXX XXXX to notify me that a check in the amount of {$12000.00} was made under my name and under my account. The check was from Citizens Bank and it was cashed at XXXX XXXX XXXX. I contacted Citizens Bank right away. I went to the Citizens Bank branch that is in XXXX Massachusetts. They made me file a claim which did by phone. They also made me filled out two declaration forms which I did and answered the questions at best of my knowledge. They did received both of the declaration forms. I called the claim office on XX/XX/2023 for an update, the person that I spoke to insisted on telling me that I was the one who wrote the check which I honestly didn't. A fraudulent check was made under my account and under my name. Citizens Bank is showing no interest in giving me back my money or finding a solution to the problem
Company Response:
State: MA
Zip: 02126
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A