Date Received: 2023-12-14
Issue: Problem when making payments
Subissue:
Consumer Complaint: As the owner of XXXX XXXX XXXX I took out a loan with Investors bank. I was making monthly payments with no issues. Citizens bank bought out Investors bank. They sent me an invoice for the full amount of the loan rather than honoring my arrangement with Investors bank. I attempted to pay the monthly payment to Citizens bank but was ignored. I have personally contacted two supervisors at Citizens bank. One was XXXX XXXX who promised to " look into it ''. He did nothing.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Citizens Bank did not close a credit card when requested, then continued to bill me for fees, and sent it to collections. They did the same with a checking account and XXXX out the balance with fees instead of transferring the remaining balance to my other checking account as requested.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
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: 1. I PURCHASED A PACKAGE TRAVEL WITH EXPEDIA.COM USING MY CITIZENS CARD. 2. AFTER BOOKING MY PACKAGE WITH 2 HOURS. I WAS TOLD EXPOSED TO XXXX. WITHIN 4 HOURS. I CALLED XXXX REQUESTING A CANCELLATION DUE XXXX 3. XXXX HAS A 24 HOURS CANCELLATION POLICY FOR THE FULL REFUNDS 4. AFTER SPEAKING TO A REPRESENTATIVE. I WAS TOLD THEY ARE UNABLE TO CANCEL MY TRAVEL PLANS... I WAS INFORMED TO CALLED THE HOTEL AND AIRLINES DIRECTLY FOR ANY CANCELLATIONS. 5. AFTER CALL THE HOTEL AND AIRLINES. I WAS TOLD THEY ARE UNABLE TO CANCEL MY SERVICES SINCE I HAD BOOKED IT ONLINE THROUGH A ( THIRD PARTY. 6. I IMMEDIATELY CALLED BACK XXXX EXPLAINING MY OUTCOME FROM THE HOTEL AND AIRLINES. SAYING THE HOTEL AND AIRLINES DID MADE MY RESERVATIONS. AND I REQUESTING MY CANCELLATION. 7 XXXX IS MISLEADING AND DISHONEST. MY TRAVEL PLANS WAS CANCELLED WITHIN 4 HOURS. XXXX HAS 24 HOURS TRAVEL POLICY FOR THE FULL REFUND CITIZENS BANK IS ( UNACCOMMODATING ) I AM UNABLE TO COMMUNICATION WITH THE DISPUTE DEPARTMENT. THEY ARE NEVER RETURNED MY CALLS. 8. I KEPT CALLING CUSTOMER SERVICE TO ESCALATE MY FRUSTRATIONS. THEY ARE NOT HELPFUL. CITIZENS WROTE A LETTER SAYING WHAT IS XXXX POLICY IS AND THEY ARE NOT TRYING TO BE FAIR WITH MY RIGHTS.. AND RETURNING MY FULL FUND
Company Response:
State: CT
Zip: 06902
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Earlier this fall I moved some debt into accounts offering a 0 % promo for a limited term. I noticed on my statements from 2 of the accounts in the same bank that I was being charged interest on the service fees of 19.99 % for one ( {$2.00} on {$150.00} ) and 16.99 % for the other ( {$3.00}. XXXX on {$230.00} ). I've made these type of debt moves to lower rate offers a lot over the years, and how it's typically worked is that the transaction service fee is : 1 ) paid in full on the first payment along with the 1st minimum payment, or 2 ) it is held in a separate area and any payments you make that exceed the minimum payment are applied first to the service fee and once that is aid off applied to the principal debt, or 3 ) the service fee is rolled into the amount of principal debt owed. I called the bank to find out how to pay off the transaction fee in order to avoid paying the interest on those. I was told, " You can't. '' It was explained to me that the service fee doesn't get paid off until the principal debt gets paid off. There is no viable option for the consumer to pay off the transaction fee prior to the debt being paid off. So ... in other words, the bank is holding the transaction fee XXXX and collecting a high rate interest on it for at least the full term of the 0 % promo. This sounds wholly unethical to me and I suspect it might even be against US / XXXX finance law. I've tried to discern the legalese surrounding these transaction fees and whether or not they can be subject to interest charges in the paragraphs in 1026.4 ( c ) but it doesn't seem to specifically address this situation. ( Possible loophole? ) My issues are threefold : 1 ) Is a bank legally allowed to hold a transaction fee XXXX from having any options to be paid off during the term ( s ) of the 0 % promo and beyond? 2 ) There is so much missing information around this. There is no disclosure by the bank about this and my understanding is that anything involving interest rates being applied to funds owed must be disclosed. Plus, unlike other banks, on the statements they do not disclose the 0 % promo end dates, which is inconvenient and ushers in the likelihood that the consumer will lose track of that and end up making at least one payment under the expired promo with the higher interest rate. 3 ) Is it even allowable to charge interest on transaction fees and treat them the same as though they were a credit card purchase? I contact the NYS Attorney Generals office by email, and was told to file a formal complaint with them. I did that, and got a response back saying they've sent the complaint to the bank, but advising me to also file a complaint at the federal level as the bank in question is a federally charted financial institution. I called, and the representative could find no information about this particular situation and advised me I could file the complaint here on the website.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: A wire in the amount of {$100000.00} was sent XX/XX/2023 by XXXX XXXX to Citizens Bank for the benefit of a Citizens Bank account ending in XXXX ( outgoing fed reference confirmation # XXXX ). 15 minutes later it was discovered and a wire recall request was supposedly initiated by XXXX at that time, with the appropriate trailing hold harmless/bond agreement from XXXX to Citizens following on XX/XX/2023. Additionally, Citizens was contacted on XX/XX/2023 to make them aware they had a Fraudulent Account within their system that was set up to defraud an unsuspecting consumer as well as Title Company. Over 20 requests for information have been made to XXXX XXXX and Citizens, only to receive a consistent comment of " Call back in 10 days as your case is in the queue and will be addressed in the order received ''. It has now been over 60 days since the incident and still no information regarding the resolution of the case. It is believed the money is simply sitting in a Frozen Account at Citizens and they are slow playing the addressing of this case in order to take advantage of the deposited money in the account. At a minimum, they should be sharing information regarding whether or not the money is being held or has been released and lost. Unfortunately neither XXXX XXXX nor Citizens is willing to provide any information and simply hide behind the fact this is a possible Fraud Case and it is under investigation, no further information is available.
Company Response:
State: UT
Zip: 84047
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have a checking account with Citizens Bank. I have reached out to them and spent over an hour on the phone asking them to allow me access my transfer history on this account. I was unable to get the help I need. They pretty much said they can not help. I have a recurring transfer that I need to edit. I would like to change the amount of the monthly recurring transfer. This transfer is initiated from Citizens bank to an external account every month. I initially set up the transfer as an investors bank customer. Since my account was transferred to Citizens Bank, Ive been having trouble getting access to my account details. For whatever reason, Citizens Bank has been unable to resolve this issue. They have full control of my details and I am unable to make changes as I see fit. This is cause of concern for me. I have tried to get see my transfer details using the banks online platform, using different browsers, XXXX XXXX XXXX XXXX Im out of options, Id like access to all activities in my account. The bank is unable to resolve, so Im reaching out to the CFPB.
Company Response:
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Since my father passed away in XXXX of 2023 I have been calling citizens bank trying to put a hold/freeze on his asscount so my step sister could stop accessing his card bc over {XXXX has been stolen. She was NOT on this bank accoount and did NOT have permission to use his card. Before he passed she stole it and it went missing. I have phone records, emails and fax conformations all showing how many times I have been trying to talk to people at citizens along with a detective from the local police department who is trying to access with videos and get told they are " backlogged '' or don't have access to the videos anymore even though like I said I have been trying to get them to look at these videos since XXXX. They are trying to deny my claims and unwilling to pay me the money back. Even though it'd their fault because if they would've shut it off when I told them to all that money wouldn't have stolen... or at least not XXXX As the executer and blood child I became executer and am now in debt XXXX grand because that money is missing and I was unable to take care of Of all his affairs because of that. If she wasn't one the account I don't understand how it's " ok '' to steal someone else 's card and use it. However she found the pin number is confusing, but considering my dad told me he slept with his wallet under his Pillow and car keys, I'm not surprised. Please help me. Citizens needs to be held accountable or I will pursue action against them.
Company Response:
State: MI
Zip: 496XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am currently a citizen bank customer and I have an account that will cover debit card transactions, if the funds are not there, and you are allowed 24 hours to bring the account back positive before any fees are assessed. This is NOT how my account has been maintained. on XX/XX/10 I had a balance of XXXX ( give or take a few dollars ) and a transactions of XXXX came through. I had smaller transactions as well, XXXX and XXXX, all of which should have been covered. Instead, what Citizens the scammers did, they covered a partial amount of the XXXX and charged me overdraft fees for all 4 transactions. I contacted them, twice and even visited a branch as to why I was charged 4 overdraft fees. Nobody was able to provide an answer nor a resolve. This bank is a rip-off and treats customers horrible, in addition to ripping people off.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I called today XX/XX/2023 to report fraud on my account, after the call was verified was trasnfer to another department and the teller " XXXX '' denied me the right to report fraud on my account saying that first I need to send my passport and XXXX utility bill. Im not going to send any personal information through the fax. So first I need to claim agains the bank due denying my right to report fraudulent activity on my account violating the national law about this that allows me to report this triugh the phone, on person or by letter. Second need to open the claim agains the transactions made in XX/XX/XXXX and XX/XX/XXXX. I received a notification ( email ) on XX/XX/XXXX " suspicious activity '', so i press NOT AUTHORIZED. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I did not authorized those transactions, I noticed that my car was lost when I get the email alert.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: XX/XX/2023 I applied to Citizens Bank for a VA Cashout Refinance Loan. After some initial steps, an appraiser was sent to my home, On XX/XX/XXXX I was supplied with a list of repairs that had to be addressed in order to " meet all VA minimum property requirements. '' I was told that once all of these issues were handled, I would only have to await a closing date. The repairs listed were : install handrail for basement stairway, install handrail for front porch steps, cover switch at bottom of basement stairs, sump pump cover, scrape and paint various areas of house and garage to remove chipping & peeling paint, and hire a licensed mold contractor to determine if discoloration on basement walls is mold. I attended to all of these issues. From the beginning, my contact person was loan officer, XXXX XXXX. On XX/XX/XXXX, I informed him that all of the repairs were completed. A few days later I began to receive emails from mortgage processor, XXXX XXXX. On XX/XX/XXXX she sent me an expanded list of requirements that had to be met, which included : XXXX ) House and garage roof inspection/repairs. Contractor must state amount of remaining life expectancy in the roof ( s ). 2 ) Structural inspection of the crawl space foundation/ 3 ) Furnace/boiler to be inspected and all repairs made and listed in good, working condition. 4 ) Licensed contractor to determine cause of water infiltration and repairs needed. 5 ) Licensed mold contractor to test for mold in the basement walls and floors. None of these items was on the appraiser 's list. On XX/XX/XXXX she informed me that repairs of the house and garage roofs and the foundation would have to be completed before closing. My purpose for the VA Refinance Loan was to take care of these repairs. This seems cruel to take me through 4 month long process only to be told I have to make repairs that I need a loan to make.
Company Response:
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A