Date Received: 2022-12-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XX/XX/XXXX, I called Citizens Bank and asked them to close my savings account. After confirming my mailing address, the representative told me that I would be mailed a check for the {$40.00} remaining in my account. On XX/XX/XXXX, the transaction was posted to my account as " Closing Balance Withdrawal ''. I have called Citizens Bank on at least XXXX separate occasions over the past 5 months to inform them that I have never received the check. Multiple customer service agents have refused to provide me with a solution other than offering to " mail another check '' that never arrives. I have been hung up on more than once by representatives who have lied about their names and kept me on hold for hours at a time. As of XX/XX/XXXX, the check has still not been received.
Company Response:
State: CA
Zip: 95864
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-26
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I had a check stolen from the blue mail box in front of the post office. They whitewashed it and changed the receiver from XXXX and a {$16.00} check to a XXXX XXXX for {$1600.00}. It was than cashed at a XXXX XXXX credit union on XX/XX/XXXX. I filed a claim with Citizens Bank. I filed a claim with the XXXX, MI police department. I filed a claim the Post Office. It is soon to be XX/XX/XXXX and I still dont have my money back. I speaking with the police, I understand this happens a lot these days. How sad. I have learned to walk into the Post Office and mail checks inside. I also learned to use INDELIBLE ink when writing out checks so they can not be whitewashed.
Company Response:
State: MI
Zip: 48170
Submitted Via: Web
Date Sent: 2022-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I previously was banking with XXXXXXXX XXXX and closed my account. They issued me a check with my balance in the account which was {$52000.00}. I then went to Citizens Bank on XX/XX/XXXX and deposited it in person inside the bank into my checking account. I was told that it would be available in XXXX hours and {$200.00} would be available the following day. I Then tried to log into my online banking on XX/XX/XXXX to check my account balance and was locked out. I then called the customer service number and was told my account was suspended and I would receive a letter in the mail. The rep continued to state that my check was being held for further review and would clear on XX/XX/XXXX. I waited until XX/XX/XXXX and called the toll free number to check my account balance and it was {$51000.00}. I had a negative balance on my account so that is why it was {$51000.00}. The rep told me after telling me the balance that I could not make any withdraws because there is a lock on the account from the credit department. I then called the credit dept and they told me I would have to wait 24hrs because even though the check cleared there was an additional hold for 24hrs. I then called back again and the second person told me I can go into the branch and have the branch call the credit dept and the hold could be removed. I then went to the branch at the XXXX XXXXXXXX XXXX location they XXXX XXXX fraud department and they told them that the account can not be unlocked and I would receive a letter in the mail. She then called the credit department and they told her they are unable to remove the lock as well. I then left the branch and called back. This time I spoke to the credit dept and spoke to the first person I spoke with and she continued to say that I can not withdraw until 24hrs have passed. I then requested to speak with a manager and they transferred me. The managers name was XXXX XXXX. XXXX stated that my account was in process of being closed and asked if I had received and correspondence via mail. I told her no. She then stated she would have to call another department to see if the hold could be lifted and to call back in XXXX min. I waited an hour and called back XXXX she then told me that the lock wasnt able to be removed and the check that I deposited is on hold until XXXX of XXXX. And I asked for my current account balance and it now relefect negative {$950.00}. So they removed the deposited check after clearing it. At this point I decided to go to the branch where I initially deposited my check hoping they could help me. In turn I was disrespected, discriminated and called many derogatory names. I was humiliated in front of customers and called XXXX shaming names. I was told by XXXX XXXX that my check is a fraud and I am a fraud and that is why my check could not be deposited. I walked into the bank calmly and waited my turn. I was told to hold on a second while another site XXXX was being helped. That is when XXXX XXXX came out to no where and told me to come sit at the her desk. She remembered me from when I first deposited my check because I was insulted me from that very first day. When asking about the issue with my deposit XXXX became enraged stood up and pushed her desk straight into me telling me to back up pointing her fingers in my face using profanity. I was seated up until she got In my face. I have video recording of everything how it happened from start to finish. Law enforcement was then called and we were told to leave. I have tried to reach out to the are manager XXXX XXXX. The telephone number I was given for him is ( XXXX ) XXXX. I have called twice today and left a voicemail. I need this issues resolved immediately and need this branch and its employees investigated. I am a customer and consumer. I was told I was fraud and check is fraud. That was completely unacceptable and humiliating
Company Response:
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A transaction occurred in XXXX that was not performed by me. That transaction occurred in the local supermarket I always go to. I only made {$6.00} shopping that day. However, when I checked my bank account, a {$130.00} purchase was made on the same day, from the same market, at the same time. Of course, I went to the supermarket instead of calling the bank to talk first. Because my debit card was still with me, there was no theft, just extra money was taken without my authorization. When I spoke to the XXXX of the market, he looked at all the transactions about that day and the previous day and even gave me a document. There is no such amount in their system. Only the {$6.00} amount I actually shopped for was visible. As a matter of fact, I found the care by calling my bank. A few days after making the announcement, they deposited the money back, but after their extra investigation, they took the money back from me. When I asked why they took it back, they explained that they did not see it as a fraud in their system. Yes, my card was not stolen, but I did not make this transaction, when I asked if it would not be considered fraud, it was rejected again. I went to talk to the market again and they checked the transactions on my behalf for me again for that month, but only the purchases I made in previous transactions which are correct. Citizens Bank did not help me at all, I had XXXX accounts, XXXX was the account where I saved my money, and I took all the money from there and transferred it to another bank. At the same time, I kept a police report. Because I am a real victim. If I wasn't a student, I would go to court if I had the opportunity, because I don't want to let go of this, but I can't afford to hire a lawyer or pay the court costs. All I want is for my bank to deposit back the amount of the transaction ( {$130.00} ) made without my consent. Whether the amount of money is small or large, these people 's money is earned by working hard. I do not want to let these efforts disappear so quickly in the system. Please do not ignore this request. This is the only path I can apply for help!
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Ive been banking with Citizens bank since 2017 and it has been the worse experience ever. Ive been hit with several overdraft fees from this bank authorizing charges with no money in the account after I argued with this bank millions and millions of times. I was even told I have some type of over draft protection on my account yet I get charged with XXXX of dollars worth of overdraft fees. I spoken to a supervisor name XXXX who gave me a hard time just Authorizing my account just to look at the account after I offered to give her my ssn she refused to take the ssn the turned around and asked for it. On XX/XX/XXXX I also spoke with XXXX who was also incompetent and was a waste he would not tell me his boss name after I requested to speak with his boss. This bank is stealing from me and Im sure a lot of people who bank with them as well. Im currently closing this account because I dont trust my money in this account. I have transferred money to this account that dont post and when I question this bank they dont know. They are thiefs and liars and this is my first point in contact before seeking legal action on this bank.
Company Response:
State: MI
Zip: 48125
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have been trying to work with Citizens Bank for well over a year to resolve XXXX fraudulent lines of credit that were opened in my name. I have called numerous times and I keep getting told that they will send me a fraud packet, but I never receive anything. I have filed a police report and sent them everything they have asked for, but no one ever gets back to me. This has negatively affected my line of credit.
Company Response:
State: MN
Zip: 55369
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I walked into the Citizens Bank branch on XX/XX/XXXX closed my account and withdrew the money from the account. While in the process of changing bank information for all automatic payments on XX/XX/2018, XXXX, XXXX, and XXXX the bank allowed all automatic payments to go through while there were no funds there and a request for the account closure was previously made. The payments were reversed however the bank still charged overdraft fees. Also, the day I closed the account the branch teller did not request that I needed to sign an account closing form to make it official. I left the branch thinking my account was closed. No other information was read to me and no information was given about the bank 's procedures for closing an account. The bank account remains open and overdrawn in the amount of {$370.00}. I have spoken to customer service they told me they can not reverse these fees only the branch can. I spoke to the branch manager, XXXX, she told me that she is not allowed to refund that amount. She sent an approval request to the bank 's higher manager 's they denied the request. I wish to have my account closed as requested on XX/XX/XXXX when my account was with a positive balance and the amount of {$370.00} reversed. Thank You.
Company Response:
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I was going through a divorce, potential loss of employment, and missed 3 payments with the mortgage institution inquiring sending letters and products for me to become current. I reached out to the institution with a letter being sent to me XX/XX/XXXX, informing me of available products and informing me XXXX XXXX was my relationship manager single point of contact. I never had contact with XXXX XXXX but through letters sent to me and my contact person appeared to be switched several times, to a XXXX XXXX, and to a XXXX XXXX from the loss mitigation department with whom I finally had conversations with. XXXX XXXX informed me of the process and directed me to fill out paperwork for a loan modification, I was informed that in doing so my missed mortgage payments would be factored in and placed at the end of the loan as well as my XXXX XXXX name would be removed from the loan per the divorce decree. XX/XX/XXXX, a letter was sent to me from the bank informing me they received all the paperwork, and it was under review. The bank informed me that I must send a divorce decree and a quit claim deed which needed to be filed with the registry of deeds. I did so and sent the information to the bank XXXX of XXXX, the bank initially sent me an approval to sign however my XXXX XXXX name remained on the loan which I need to have removed, I reached out to the bank several times waiting on hold for hours being given the run around I was told my divorce wasn't finalized by XXXX XXXX, I was also told that my divorce decree needed to be filled with the registry of deeds. I explained to the bank that this was a court order, and the decree was legally filed and of public record. I continued to make mortgage payments with some not being cashed I was also informed that while going through the modification process my payments would be differed to a suspense account and all would be applied once approved. On XX/XX/XXXX, I signed the completed and approved modification, XXXX XXXX XXXX bank vice president signed XX/XX/XXXX. In receiving the completed paperwork back with my name being the only name on the loan and the missed payments being factored in I was under the impression everything was complete, however I continued to receive statements to the contrary. I continually reached out the loss mitigation department continually being given the run around stating I must reach out to customer service as they had nothing to do with it anymore. I reached out to customer service and was told to reach out to loss mitigation, I went to XXXX headquarters in Rhode Island and a branch manager attempted to help me calling the mortgage department, we were both informed that everything was all set and would be cleared up in a few days, to no avail. I filled a complaint, with XXXX from the office of the Chairperson reaching out the end of year XXXX informing me she would work to resolve my issue, she informed me that an audit would need to be completed to see what payments were missed. It appears that in preforming the audit payments were placed into the negative column of which I was informed by XXXX would be done, however those payments have not been placed back into the paid column with the amount owed ballooning to over {$14000.00} which resulted in the bank not accepting and returning payments to me stating that the balance needed to be paid. I continually attempted to reach out to the office of the chairperson to no avail, I obtained an attorney XX/XX/XXXX of which I've parted ways, with a letter being written to the bank. The bank stated that they would look into this, in doing so my lawyer and I were informed that I needed to fill out an Assumption loan which would right all wrongs ; be advised I was instructed by the bank to do so in XXXX which they declined stating my credit score is to low and would not be approved, my credit score is low because the bank is refusing to accept my payments. The bank began to accept my mortgage payments of which I continually sent in XX/XX/XXXX, the bank is stating I owe them over XXXX XXXX dollars they have not factored the initial missed payments into the modification, my XXXX XXXX has been severely affected for the past three years. The bank refused to take my XX/XX/XXXX payment stating they wanted the balance in full. I am at a loss this big financial institution is refusing to make me whole, I have been treated poorly throughout this process customer service has been horrible and I have been given the round around for which I can not understand.
Company Response:
State: MA
Zip: 01108
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/XXXX, received a direct mail offer to open an account, make a direct deposit to checking account and XXXX for 90 days into a savings account to receive a {$600.00} bonus. Upon attempting to open the account online on XX/XX/2022, the appropriate application did not generate despite submitting the one-time promo code applicable to the {$600.00} bonus. I tried to have the application page display properly by trying multiple browsers. Future attempts to open the account using the promo code yielded an error message saying it had already been redeemed.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I noticed an alert from my fico score via my cell phone around XX/XX/2022 stating a new account has been added to my credit report. This was fraud I had not opened an account with Citizens Bank and it already had a balance for a line of credit of {$6200.00}. I quickly looked up Citizens Bank and contacted their fraud department gave them all the information I had on the issue. On XX/XX/2022 I received a letter from the XXXX XXXX XXXX Citizens Bank instructing me to get an FTC report done and then turn in additional documentation by email, fax or visiting a local branch to turn in items. I was to email : XXXX Fax to : XXXX Mail to Citizens XXXX : I.D . Theft Operations XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX
Company Response:
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A