Date Received: 2023-01-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/22, at XXXXXXXX XXXX, I tried to access my checking account using a XXXX XXXX ATM located at XXXX XXXXXXXX XXXX XXXX PA XXXX # XXXX My checking account is with Citizens Bank, but the XXXX XXXX ATM was close to a restaurant where we had reservations. At first the ATM said " The card monetary limit exceeded please contact your financial institution. '' I tried to withdraw a lower amount but received a similar message that this withdraw could not be completed. Later the next week, when going online to see what my balance was, I noticed a {$400.00} dollar withdraw and several transaction fees. I quickly filed a complaint with Citizens Bank. Citizens Bank has refuted the claim that any fraud has occurred. I can not contact them directly, and they have failed to speak directly to me, nor have they asked for copies of the ATM printout. I have contacted the XXXX XXXX branch and per their teller, they have never heard from Citizens Bank regarding the transaction. I have made several phones calls ( they can not forward your call to the dispute department ) and have spent a lunch hour in a branch office, trying to recover my lost {$400.00}.
Company Response:
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Complaint # XXXX previously submitted is NOT closed or solved. Please reopen this case. THIS CASE IS STILL NOT RESOLVED. There is still major problems going on with my loan closing and I am still being reported as having a delinquent account as well as my payment being returned to me, again. This is the the third payment that has been returned to me and there is no resolution or access to my account online as of today. Documents are signed and notarized. XXXX has been closed. This bank has us financially XXXX. We still can not obtain a loan for XXXX XXXX XXXX plans this year and we still can not get a loan on a car that we need badly due to the fact that this bank has reported us over and over for nearly a year as delinquent. All Citizens bank parties are confused and never give me the same information. No one seems to understand why my loan is not allowing me to make payments or that I still have delinquent reporting. It seems almost as if there are XXXX loans in my name. PLEASE REOPEN THIS CASE. It is not over.
Company Response:
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My mobile number was hacked and ported out to different operator. Reported it to Police for a Police Report. Raised a ticket with FCC and FTC. My email ID was also hacked using the hacked Mobile Number. Hackers transferred out {$2200.00} from my Citizens Bank checking account using XXXX payment. My phone number was originally associated with XXXX XXXX XXXX account through XXXX. But the hackers used the stolen mobile number and linked it with my Citizens Bank account to transfer fund out of my account. This incident happened on XX/XX/2023 and I have contacted Citizens bank the same day and raised a dispute and claim to revert that fraudulent transaction. But Citizens Bank denied the claim within 2 days without contacting me. I went to a local branch in XXXX NJ and the XXXX XXXX also contacted the internal departments. But no resolution was provided. The Bank XXXX suggested me to contact XXXX as the transaction went through XXXX. I contacted XXXX and they said, I need to contact Citizens Bank and Citizens Bank need to raise a dispute with XXXX for the fraudulent transaction. This looks like a blame game from both side without providing any support that I need. As per XXXX, Citizens bank allowed XXXX to link up my stolen Mobile Number and approved the transaction. I am looking for a resolution and want my hard earned money back.
Company Response:
State: NJ
Zip: 07054
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: On XXXX XXXXXXXX XXXX, I was approved for a loan by Citizens XXXX to cover the cost of items I personally purchased from a merchant by the name of XXXX XXXX. Days later, I received my order from XXXX XXXX, but I noticed that some of the items were missing so, therefore, I decided to contact the merchant, XXXX XXXX to receive credit or get the items missing to be shipped to me again. XXXX XXXX, never issued a refund to my account, and the missing items were never delivered to my address. On XXXX XXXX, XXXX, I received a notification that my account with Citizens Pay was closed due to fraud and identity theft. I immediately contacted Citizens Pay, and a customer representative by the name of XXXX informed me that XXXX XXXX, had reported my account as fraudulent and he informed me that I should dispute this issue with them. I spend close to 45 minutes on the phone with XXXX XXXX and they informed me that Citizens XXXX had flagged my account for fraud and identity theft and that I should have contacted Citizens XXXX and not XXXX XXXX. After another XXXX minutes on the phone with the same representative from Citizens XXXX, XXXX, then informed me that I had to send an email to XXXX in order to get this matter investigated. I wish he would have informed me of this and not been so dismissive when assisting clients. Nonetheless, I inquired into the reason why my account was flagged for fraud or identity theft if I did not report it as so. A manager by the name of XXXX from Citizens XXXX, also instructed me that I should email them, and she did not know why my account was flagged for fraud. I never reported fraud on my account, nor did I file an identity theft on my account with Citizens XXXX. Thus, their erroneous information caused the credit line I had with Citizens XXXX to close and my credit score to drop as a result of their erroneous information. Please be aware that I did purchase the items from XXXX XXXX, my only dispute with them was that I was missing items from my original order and I was never given any credit for those missing items. In addition, Citizens XXXX incorrectly coded my account as fraud and their negligence caused my credit score to drop and for my credit report to contain false information which is a violation of the FCRA. I attempted in good faith to resolve this matter with both Citizens XXXX and XXXX XXXX, but both companies just kept bouncing my call from one representative to the next. I want Citizens XXXX, to reimburse me for the missing items I did not receive from XXXX XXXX and to correctly report to the credit bureaus that my account should have been in good standing and not have been closed since there was no fraud or identity theft incurred with my credit file or my account with Citizens XXXX.
Company Response:
State: TX
Zip: 77075
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XX/XX/2022. I never authorized hard inquiry with this financial institution.
Company Response:
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am XXXX XXXX and my financial address is in XXXX XXXX, XXXX. I was XXXX client at the XXXX XXXX, NY. XXXX transferred my Checking account without my authorization to the Citizens Bank and finished my relationship with XXXX. I did not receive anything from Citizens Bank ( debit card, password to create an access to my checking account, etc ). I've contacted Citizens Bank and I've been told they don't not have checking accounts for foreigner investors, and I'd have to go to US to solve this problem. The amount that I have in Citizens do not justify this cost that I would have with a flight ticket, hotels, meals etc. I've also contacted the customer relationship at Citizen to get my debit card, but the attendant told he couldn't help me without a debit card reference number, which I've never got one. I can't believe this kind of problem can't be solved throught the internet or phone calls in the 21th century. The only thing that I am receiving is in a monthly basis a checking account statement informing a charge of monthly maintenance fee of USD XXXX. I CAN NOT DO NOTHING WITH MY MONEY AT CITIZENS BANK. So they are charging me this fee I can't do nothing about it.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When Citizens bank attempted to take an automatic payment for my mortgage from my checking account, they were unable to do so because of some large pending purchases I had on that day. I was never called, texted or emailed about this issue and instead it was reported to all XXXX credit bureaus as a defaulted payment. I only found out about this " late payment '' when I logged into XXXX XXXX and saw that my scores dropped by nearly XXXX points! Who knows how many payments would have been late had I not seen this. I called customer service at Citizens and I was patronized by the off-site associate and was told that there is nothing I can do about it. She said that they sent me a letter in the mail which I did not receive nor do I think that is an appropriate means of notifying someone of something urgent. I don't think this is good faith practice by them at all. I am able to pay my mortgage and what is owed but I want to rectify my credit impact.
Company Response:
State: MA
Zip: 02150
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased our home in XX/XX/XXXX and have our mortgage with Citizens bank. We have been trying to get our PMI removed since the beginning because we have always had more than 20 % equity in the home, but the original appraisal on the house was incorrect and the appraiser refused to recalculate the value ( he missed an entire full bathroom in our home, which would have added an extra $ XXXX in value ). We applied first in XX/XX/XXXX to have our PMI removed and requested a broker appraisal. Citizens denied this initial request because they stated that we must have our mortgage for 2 years before we can request removal of PMI. So we were told to apply for removal again in XXXX, and I was told by customer service that they would accept an updated appraisal of value ( I informed them we would be getting a HELOC with another bank and they would be doing an appraisal ). We got a HELOC with a different bank XXXX XXXX Bank ) and they ordered an independent appraisal. I received the final appraisal report on XX/XX/XXXX and it states that our home is valued at {$290000.00}. Our current mortgage balance is {$170000.00}, meaning we have {$120000.00} in equity, or 58.38 % LTV ( 42 % equity ). Only 80 % LTV ( 20 % equity ) is required to remove PMI on our mortgage. However, Citizens continues to refuse to remove my PMI even after sending them the appraisal report and formal letter requesting removal which they received XX/XX/XXXX. I spoke with Citizens on the phone on XXXX XXXX and they told me they would not accept the independent appraisal ( which was not ordered by me, it was ordered by my other bank ). They are requesting me to pay an additional {$250.00} to get a BPO - Broker Price Opinion of Value ( or {$500.00} for another full appraisal ) in order to get my PMI removed. The BPO would not be an actual appraisal, they would not see all the improvements done inside the home and they would not be entering my home at all. They go off public records such as the tax assessor site which has out-of-date and incorrect information that will reduce the home value. Furthermore, there is absolutely no reason they should not accept the appraisal I have already completed and paid {$620.00} for. It does not make any sense for me to pay an additional {$250.00} to get an inaccurate value of my home just to remove the {$30.00} PMI payment each month. I would actually be spending MORE money to remove the PMI than if I left it. But they should not be getting this money in the first place! This bank is extremely unethical and possibly even be illegal for them to make me to continue to pay PMI each month when I should never have had to pay it in the first place.
Company Response:
State: NE
Zip: 68105
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Getting the loan
Subissue:
Consumer Complaint: On XX/XX/2021 a door to door salesman came to my house offering security equipment for the house. He said everything was free, I would just have to pay for the service. I am hard of hearing so I read lips and my understanding was that it was free equipment, which was installed immediately. I was shown things on a tablet and never given any paperwork. I never looked over the emails that I received from citizens XXXX because I thought it was just part of XXXX. When I went to cancel last XXXX, I was told that I owed almost XXXX for the equipment. I had a friend search through my emails and discovered that salesman lied and committed fraud. All the paperwork that has the financial details is dated the XXXX and obviously were forged because he was at my house on the XXXX. I did have an email from Citizens XXXX on the XXXX welcoming me and then I have an email from the XXXX that said I was denied a loan. I have contacted XXXXXXXX XXXX XXXX and they are unwilling to take the equipment back and get rid of my charges even though their representative lied to me. I have also had my friend call citizens pay XXXX and they have not returned the calls. I did let them know that the emails don't match up with dates and are fraud because I didn't sign for them and how do I have a loan when I wasn't approved. I have attached emails from both companies showing the dates are not matching up.
Company Response:
State: CO
Zip: 80204
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Citizens Bank credit card is not calculating interest correctly, or even according to their stated terms. After receiving my XXXX statement, on or about XX/XX/XXXX, I called them for an explanation of how they calculated interest, since I believed it to be incorrect. I was forwarded to a manager, who explained that payments get credited in the following order : 1. minimum payment 2. any fees 3. purchases made in prior billing cycle 4. existing balances in order of highest interest rate to lowest Furthermore, the manager even TOLD ME that to avoid any interest charge in the next statement, I must make a payment of at least {$480.00} something. I therefore made a payment of {$480.00}, which you can see on my XX/XX/XXXX statement. Nonetheless, they STILL charged me interest on that statement, contrary to the manager 's verbal assurance to the contrary. Since then, I have made sure to make a payment that covered ALL of the minimum payment + any fees + all purchases made in that billing cycle. Despite this, Citizens Bank keeps increasing the interest charged on each statement. For example, on my most recent XX/XX/XXXX statement, they charged {$27.00} on a XXXX purchase balance. Yet I only made XXXX in purchases the prior billing cycle, and made a payment of {$970.00} to cover those fully, along with the minimum payment of XXXX.
Company Response:
State: NY
Zip: 14850
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A