Date Received: 2023-01-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Thank you for reading my request about this account with your company. I am writing today because during my quarterly review of my accounts listed on my credit report, I noticed that this account was charged off with XXXX. I am requesting that your company please forward me a copy of the XXXX that was issued by your company when you charged this debt off with the IRS which is required by law. Please also enclose a printed copy of my payment history. Please do not send any marketing or other account information to this email address I have no desire to have spam at this location and I track everything by standard XXXX mail at my home address listed above. If for some reason this was an error, please send me the past due amount that will re-establish my account into good standing with your company and payment will be provided within 5 business days of the written confirmation. Thanks in advance
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/XXXX, I received an email informing me that my credit card payment to XXXX XXXX for {$100.00} had not been received. I went to my Citizens Bank account on-line and saw that my check ( # XXXX ) had been altered, with a different payee ( not XXXX ) and a different amount ( {$16000.00}!!! ). I called Citizens Bank and told them of the alteration. I was advised to go to my local branch, inform them, and open a new account. On XX/XX/XXXX, I received a call from XXXXXXXX XXXX XXXXXXXX XXXX informing me that they had put a hold on that check that had been deposited in a XXXX account at an ATM ( in XXXX, MA ). On XX/XX/XXXX I went to my local Citizens branch, closed by old account, and opened a new one. I was informed at that time of several incidents like mine and was assured that it was clear that my check had been altered. On XX/XX/XXXX I received from Citizens Bank a request for information so they could proceed with their investigation. I sent Citizens Bank the information they requested : a copy of my bank register with the XXXX check and amount highlighted, my copy of the XXXX bill with the date of payment indicated, a copy of my last bank statement with the copies of all my checks in that time period which showed that the writing on the " pay to the order of '' line and the amount did on check # XXXX did not match the writing on the other checks. This information was mailed on XX/XX/XXXX. On XX/XX/XXXX I called Citizens Bank Complaint Department and they told me that XXXX XXXX had been contacted. On XX/XX/XXXX I called Citizens Bank again and was told they would again contact XXXX XXXX and I should contact them again in XXXX weeks. On XX/XX/XXXX I received from Citizens Bank the same requests that I had received on XX/XX/XXXX. I called Citizens Bank and was told to only needed a copy of my bank register ( which I had already sent ). I sent it again that day. On XX/XX/XXXX I again called Citizens Bank and was told that they still need to follow up with XXXX Bank. I was hung up by a supervisor I asked to talk to ( her name was XXXX XXXX. This is a complaint against Citizens Bank both for the length of time that they are not returning my money to my account and for the way I have been treated. Please contact me if you need any more information.
Company Response:
State: MA
Zip: 02130
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: The following are unrecognized credit inquires which need to be removed immediately. I suspect these inquiries may be fraudulent. : XXXX XX/XX/2022 XXXX XX/XX/2022 XXXX XX/XX/2022 CITIZENS BANK XX/XX/2022 XXXX XXXX XXXX XXXX XX/XX/2022 XXXX
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX, XXXX I discovered, my Citizens Bank check issued to XXXX XXXX for {$200.00} was cashed by the Bank for {$14000.00}! Immediately I & my husband went to a local Citizens Bank brunch & learned our check was stolen & forged to a person name & the amount was changed, keeping only XXXX written by me. The altered check had my signature & at the bottom of the check, I wrote a XXXX account # & due date for the payment, that was not touched! The fraud was so obvious, that people from the Bank assured us, that we'll get our money back within XXXX. Next day we contacted Police, XXXX came to our place on XX/XX/XXXX & filed a report & police inspector had been assign to handle our case within a week. Since then a banker from local brunch faxed all our information & documentation to The Citizens Bank Fraud Department 5 times! We come to the brunch on a regular bases & every time he sends another package of the same documents & every time we get the same answer, that Fraud Department does not have our records?! So we start the same procedure with the help of the same banker & it's endless.... We need the money, it's so outrageously unbelievable the way the Bank treating us & we are good elderly customers of 30 years .... I hope someone is willing to help us, we do not know, what else could be done to make very nice mannered employees to do the job, not just to say how sorry they are ....
Company Response:
State: MA
Zip: 02467
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Every time I try to with withdraw money from an ATM. Card gets frozen. Account gets locked. I have no access to my account and money. Bank does not answer phone because they a too cheap to staff employees. They have been instructed not to freeze account under any circumstances yet continue to do so. Literally have to wait until they open until next business day because they dont answer the phone. You sit on hold for hours because they dont staff people. They refuse to give me access to my own money which I need to pay bills and feed my family. They simply dont care. Bank needs to be shut down. This is fraud. Ive had do go without any money because of the bank.
Company Response:
State: NY
Zip: 14220
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I walked into Citizens bank and deposited my income tax check XXXX XXXX Citizens bank pretty much held my income tax check till XX/XX/2023 saying my income tax check wont clear. I spoke to the treasury they informed me the check was cleared XXXX of XXXX. Citizens bank then told me they were waiting for irs to send check back. i spoke to irs they informed me check has been cleared its no reason Citizens bank should hold my deposit that long.
Company Response:
State: FL
Zip: 32807
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On or about XX/XX/XXXX, I made a mobile deposit into my checking account. The mobile deposit application said it would be made available on XX/XX/XXXX. I contacted Citizens Bank on XX/XX/XXXX since the deposit was unavailable on XX/XX/XXXX. I received a letter on XX/XX/XXXX outlining that the deposit will not be made available until XX/XX/XXXX because the bank believes the bank will not honor it. I contacted the bank again on XX/XX/XXXX and I had spoken with the supervisor, XXXX. I explained to XXXX my grandson asked me to deposit XXXX check for {$580.00} into my checking account. She asked me how old was my grandson and that he should have gone into a bank to cash it. I told her that Citizens bank offers mobile deposits. I asked her what makes the bank determine if a check will not be honored. She could not give me an answer and advised me to contact XXXX to ask the government why Citizens bank will not honor the check. I asked her if could she cancel the check so I can cash it in person. She said no because I will be getting two deposits. I said you told me that the check will not be honored. XXXX had no right to ask me how old was my grandson and that I should have gone into a bank. XXXX appears to make up her policy.
Company Response:
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a new account with Citizens Bank in XX/XX/XXXX to take advantage of a " new account bonus '' being offered. The terms of the promotion only required that I make at least XXXX direct deposit within 60 days of {$500.00} or more ( this was done on XX/XX/XXXX ) and keep my account in good standing at time of payout. The bonus was to be paid out by XX/XX/XXXX. Anticipating the bonus, I logged into my account on XX/XX/XXXX to find that an automatic transaction on XX/XX/XXXX had brought my account negative - {$4.00}. Usually, I receive an email alert if my account is overdrawn, allowing me to take advantage of their " peace of mind '' feature to avoid overdraft fees ( I've attached a sample of one such email to this message ). In this case, I did not receive any notices and had no way of knowing my account was negative until I logged into my account on XX/XX/XXXX. Naturally, this was on a Saturday and on a holiday weekend, and on top of that there are no Citizens Bank branches in my state. My ONLY recourse to bring my account to a positive balance, was to utilize XXXX XXXX to make an instant deposit to my debit card. I transferred {$6.00} which brought my account up to {$2.00}. I verified that my account balance was positive, and even purchased a small snack for {$1.00} since I had the funds available. When no bonuses were applied to my account, I contact Citizens bank when they reopened on XX/XX/XXXX and spoke with a " XXXX '' in the department that handles promotions. He told me that the INSTANT deposit I made on XX/XX/XXXX was showing a date of XX/XX/XXXX, and therefore my account was ineligible for the promotion. This is absolutely false, as I used EVERY reasonable tool at my disposal, after hours on a holiday weekend, to make this deposit. As it was tied to my debit card, I know for a fact they can view the actual transaction date and time in real-time. But because their system is designed to ( apparently ) only post debit card credits on business days, they are telling me I did not make the deposit in time. When was I supposed to make it?? WHERE was I supposed to make it??? This is beyond reasonable and I believe Citizens Bank should be held responsible for their faulty system. An instant deposit is just that - INSTANT. It makes absolutely no sense for my deposit of {$6.00} to take three full days to " post '' to my account. In fact, I've used this very method multiple times to make deposits in time to avoid overdraft fees as part of their " peace of mind '' feature. Citizens Bank is defrauding its customers by luring them into opening accounts as part of a promotion, only to use absolutely ridiculous reasoning for denying the promotional payout. Citizens Bank should have been able to see that I did EVERYTHING in my power to bring my account to a positive balance, when all of their offices were closed for the holiday weekend. To still assert that my account was in a " bad '' standing is simply false.
Company Response:
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called my mortgage XXXX ( citizens ) on XX/XX/XXXX to find out how much to pay off my loan. I was told it was XXXX including a recording fee to release the lien. I asked if i could pay that right away and was told i had to either mail a cshiers check or authorize them to take it from escrow. I immediately authorized it from escrow. The woman said no probelm she would make that happen right away. About 3 weeks later I received a late notice. I called Citizens back on XX/XX/XXXX to find out why I received a collection notice. I was told that the person who i spoke to a month prior didnt do it right and he had to remove the late fees and then the next day he would set it up to be taken out of escrow. On XX/XX/XXXX I received another late notice and called to be told it still wasnt done and they didnt know when it would be processed. I explained i needed it done ASAP so I wouldnt have the additional property to be processed by my accountant in XXXX taxes and would cost me more money. Again, sorry but theres nothing we can do. On XX/XX/XXXX I filed a public complaint on XXXX regarding the terrible customer service of Citizens and someone reached out. Assured me that they would get my info to the manager of customer service and get it handled. I still have a balance as of today XXXX. I called into them and was told by the auto attendant that i am late with my payment and have been on hold for a person for 34 mins now.
Company Response:
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
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: RE : Citizens Bank XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX On XX/XX/XXXX, while working at my computer, I was suddenly disrupted by someone who had literally commandeered my computer posing as a XXXX Technician stating that my XXXXXXXX XXXX XXXX needed updating. As a result of MY error in believing this, I am currently in debt to Citizens Bank XXXX XXXX for {$400.00} for XXXX XXXX Gift Cards which I am paying back on a monthly basis. As this was a purchase of gift cards that I made, I am fully responsible for. *Later that same day, I learned that attempts were made to access my XXXX account and purchase XXXX ( XXXX ) XXXX video games amounting to {$75.00} each totaling {$300.00}. I did NOT order these! In XXXX, I had only XXXX orders through XXXX. There also seems to have been several attempts to Transfer Funds in order to make these and/or other purchases. On XX/XX/XXXX, I telephoned the Fraud Department at Citizens XXXXXXXX XXXX to close the Credit Card as well as verbally submit a Fraud Complaint. ( I was given a case number to cover Both of the above mentioned purchases, ( {$700.00} ). ) I received a letter from Citizens Bank dated XX/XX/XXXX requesting additional information and verification. I then received a plain paper letter from Citizens Bank dated XX/XX/XXXX stating that the investigation concluded No Error. At this point, I telephoned Citizens and was told that the {$400.00} purchase of gift cards would be my responsibility due to seller/purchaser agreement of responsibility. As such, a new case number was given for the {$300.00} ; # XXXX. *Note : No written communication from Citizens has ever indicated a case number. ( The {$400.00} issue is no longer an open case. ) I received a letter dated XX/XX/XXXX from Citizens indicating that the {$300.00} would be credited to my account and would take XXXX billing cycles to consider the matter resolved. On XX/XX/XXXX and XX/XX/XXXX, I received XXXX emails from XXXX which make absolutely no sense. So, I not only waited the XXXX Billing Periods, I waited XXXX billing periods! In that it became obvious that once again I would have to call Citizens. I called on XX/XX/XXXX and asked why the {$300.00} with interest wasnt put back into the account as stated in their letter of XX/XX/XXXX. Once Again, I was given the standard answer, Someone from Claims will get back to you in a day or XXXX. To date, I have not had any correspondence from Citizens written or verbal on this matter. The month of XXXX, XXXX has proven to be just as uneventful in getting any sort of closure as the previous XXXX months have been. So, just as Ive done in the previous months, Ive called several times with questions regarding information they had sent via mail and received the standard answer : Someone from Claims will get back to you in a day or two. At NO time has anyone from Citizens ever called me! I believe that I have rendered a very brief, but accurate account of the events. Please refer to the XXXX ( XXXX ) scanned documents have included with this narrative. I believe these documents to be the most pertinent to my issue. Please contact me if you have questions or require additional information. I am a senior citizen living ; a XXXX patient and will not let this issue be ignored. As such, I would truly appreciate any help you can offer. Thank you for your time. XXXX XXXX
Company Response:
State: MA
Zip: 01801
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A