Date Received: 2023-12-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XXXX of this year ( XXXX ) I discovered a check had been stolen from a XXXX Postal Service mailbox and {$2900.00} check was deposited into a Citizens Bank account without my consent. The check had been washed and re-written - only my signature was original. I immediately notified my bank, XXXX, and filed a claim. Since then, XXXX has done nothing to help me recover the funds other than sending demand letters to Citizens. I have received inaccurate information from XXXX Claims " Specialists '' on multiple occasions. For example - my claim was closed because Citizens did not respond. Then when I called, they said to disregard that information that it was still open. When I called to check on the status XX/XX/XXXX I was informed again that XXXX closed my claim because Citizens had not responded to them. It is my understanding that Citizens has a certain amount of time to respond and has failed to do so.
Company Response:
State: NY
Zip: 11694
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Getting a loan or lease
Subissue: Loan opened without my consent or knowledge
Consumer Complaint: XXXX XXXX To Citizens chairman Subject : Formal Request for Compliance Information and Demands Regarding Credit Application Dear XXXX, I trust this message finds you well. I am writing to follow up on my recent communications regarding the denial of my auto loan application and to formalize my request for specific information in accordance with the Equal Credit Opportunity Act ( ECOA ) and the Federal Reserve Act Section 16 ( 2 ). I have carefully reviewed your recent response to the Consumer Financial Protection Bureau ( CFPB ) complaint and the details provided regarding the credit application received from XXXX XXXX XXXXXXXX XXXX on XX/XX/XXXX. The vehicle applied for was a XXXX XXXX XXXX XXXX XXXX XXXXXXXX in my name, XXXX XXXX XXXX. However, my concerns persist, particularly regarding the alignment of the denial with federal regulations. As the denial is a significant decision impacting my financial standing, I kindly request specific details outlining how my application did not meet the credit lending criteria, as per the ECOA regulations. This information is crucial for me to better understand the basis of the denial and ensure compliance with federal law.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had a checking account with Citizens Bank. It was closed in XX/XX/2023 and still have not received the balance of the funds that were on account. I called on XXXX to ask if the funds were being released. The rep told me that the account was closed at end of billing cycle XXXX and check issued for {$6000.00} should receive the check by XXXX. On XXXX, was told there was no moneyissued and account under review. Couldn't explain why was told check issued. As the months go by they have removed XXXX for a maintenance fee Have had 3 fees removed and pending a fee for XXXX. I have no access to the money and this is holding me up from moving. Just want the balance since account closed.
Company Response:
State: PA
Zip: 19606
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Citizens Bank Place A Restriction On my XXXX Profile On My Online Banking Am Not Able To Use XXXX to send money to anyone becuase of Citizens Bank Adding a restriction on XXXX XXXX in the Citizens Bank Mobile App and i contacted Citizens Numerous Time About this Issue and Customer Service they are Unable to Remove the Restriction From XXXX XXXX on the Citizens app i also step into a branch in XXXX XXXX in the XXXX and they also where unable remove this restriction from my account
Company Response:
State: NY
Zip: 11432
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: About 2 months ago I noticed some fraudulent charges on my checking account from the XXXX store. I never had an XXXX store account before so I called the bank and explained what happened. The gentleman on the phone and I came to the conclusion my card number had been stolen and he said he would work on getting my money back. He ordered me a new card after cancelling my old one and I moved on with my day. About a week or so later I noticed the money was back in my account for almost {$200.00} and accepted the fact they fixed the issue. I noticed today when checking my account I was {$170.00} in the negative on that same checking account and noticed they all said miscellaneous charge and so I called the bank to ask whats up. The woman I spoke to talked to her manager and they realized it was because when the investigation had concluded they deemed most of the charges not fraudulent they took the money back. They had sent me a letter about a week or so ago it but when I read it I didn't really understand what it was explaining other than 'investigation concluded no further action needed ' and just put it in with all my other mail and forgot about it. The woman explained there was nothing they could do the charges are valid. I explained again I do not have an XXXX store account and she said there was nothing they can do. I then explained how this made me upset and that I was cancelling my accounts tomorrow and banking somewhere else. She then told me to have a great night and thank you for banking with us and abruptly hung up.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Problem with customer service
Subissue:
Consumer Complaint: Citizens bank has been ignoring my calls, emails and they even created an internal case # XXXX XXXX and have been ignoring my request to solve my situation and return my money. I need your help! XXXX ) In XX/XX/XXXX I received a check from Citizens Bank for {$880.00} XXXX ) I deposited this check to my personal a/c at XXXX XXXX XXXXXXXX XXXX XX/XX/XXXX XXXX ) 1 year later, in XX/XX/XXXX I received another check from Citizens Bank 4 ) It happed to be a copy issued by the bank and sent to me for some reason ( maybe by mistake, maybe it was a sick joke, maybe it was malfunction of the bank ) XXXX ) I deposited this " new check '' to my a/c at XXXX XXXX XXXX because , that I thought that it was another refund from Citizens bank for overcharging XXXX for mortgage etc. I had Home Equity Loan with Citizens Bank in XXXX XXXX ) In XX/XX/XXXX, I recived a call from XXXX XXXX XXXXXXXX XXXX department, saying that the same check was deposited twice. XXXX ) Below is the record from XXXX XXXX XXXX : Posting date XX/XX/XXXX Description DEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. XXXX StatusCleared Amount- {$880.00} DescriptionDEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. Merchant name DEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. XXXX ) To confirm that it was not a fraud from my side and to avoid overdraft on my a/c at BofA I have send additional funds to XXXX right XXXX. XXXX ) I did not realize that it was a copy and sent it for deposit to XXXX XXXX XXXX. XXXX ) I contacted XXXX XXXX XXXX, but they told me that they never recived the funds/ processed this check for {$880.00} XXXX ) I called Citizens bank XXXX XXXX XXXX department ( they issued initially the check ) they told me that it was a mistake and they sent me simply a copy of this check for {$880.00} that was originally sent to me a year ago ... i.e. for my records. Not sure why they do that... XXXX ) A customer service rep at Citizens Bank at that time created a case number # XXXX XXXX Now the fun part : I contacted Citizens bank today XX/XX/XXXX and they told me that they see that the check was deposited by me at Bank XXXX XXXX and they don't see the reverse at all. I asked to speak to the senior XXXX, but the representative was reluctant to do so, and heard him laughing in the background, then he put me twice on hold for more than XXXX minutes... Therefore, I am standing right now in the middle : Bank XXXX XXXX got my money back for the check they reversed Citizens Bank claims that the initial check was cashed by me at Bank XXXX XXXX in XXXX. But Bank XXXX XXXX reversed the check deposit as soon as the copy of the check was submitted for processing at XXXX XXXX XXXX. Also, XXXX XXXX XXXX confirmed that they never received and deposited this check. See attached copy of this check number xxxxxx issued on XX/XX/XXXX issued by Citizens Bank , N.A. MEMO : xxxxxxx Please help me to solve this problem with Citizens bank. As the issuer of the check, they should see if it has been cleared at all. Thank you! XXXX
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I closed on my first new home on XX/XX/2023, and took a loan for {$690000.00} with a 6.5 % interest rate. This was an interest only mortgage. {$4900.00} was paid at closing. Of this amount, {$1300.00} went to Interest and {$3500.00} went to Escrow. On XX/XX/XXXX, my first mortgage payment was due and {$5500.00} was removed from my checking account on Autopayment ( {$3700.00} of Interest and {$1700.00} to Escrow ). For whatever reason, the bank made an error and is saying they sent me back {$1700.00} and I still owe my XXXX mortgage payment and now my XXXX mortgage payment which was supposed to be auto-debited, and was not. Therefore, Citizens Bank has made multiple errors in this process : XXXX ) Stole the money from my first mortgage payment, and is saying I didn't pay it ( even though they have records of my payment ), 2 ) Not auto-paying my 2nd mortgage payment or allowing me to make a 2nd mortgage payment and stating I owe 2 mortgage payments values, and 3 ) The most critical thing to overcome is that Citizens Bank filed a report with the Credit Bureau saying I missed my first mortgage payment, which is categorically false and this is the most important thing that must be resolved on their end. As my credit score dropped nearly XXXX points from Citizens Bank 's gross incompetence.
Company Response:
State: NY
Zip: 11050
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX a check was deposited into my account. It cleared the sender 's account on XX/XX/XXXX. The bank has not deposited the money into my account and is telling me that they will hold the money until XX/XX/XXXX. It is not XX/XX/XXXX and I have spoken to XXXX people at the bank.
Company Response:
State: GA
Zip: 30601
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have been a victim of identity theft for a number of years now. I cant seem to stop the activity. It has gotten very aggressive in XXXX. They accessed a website service I use and used my debit card on file to deposit funds until my bank account emptied, and then withdrew the funds to an outside account that was not mine. So the money is currently gone. The bank claimed they investigated but closed the investigation and did not retrieve and return my money. It was {$5400.00}. This is absolutely insane.
Company Response:
State: PA
Zip: 15205
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My wife was duped by a person on phone who claimed to work for XXXX because she had been fraudulently charged a subscription of {$16.00} and the scammer ended up asking her to send XXXXXXXX XXXX by XXXX XXXX to our daughter and asked the daughter to send the same {$4900.00} to fake account. On XX/XX/23, we share a joint account at Citizen Bank with my wife and saw her holding the card talking to someone I became suspicious opened the account on phone and saw Pending {$4900.00}. I called Citizens Bank immediately to notify them So as to halt payment. XXXX the person I spoke with promised to expedite the investigation and that I would hear from XXXX Department within 3 business days. Three days after I called and talked to another Agent gave him my reference number XXXX of XX/XX/23, still payment of {$4900.00} was still pending in which case my so called Citizen Bank had the time to Stop payment. Ten days after ( XXXX I called Citizen Bank for follow up of my case ( XXXX ) in the amount of {$4900.00}. This is when the Agent told me that I should wait for the letter in the mail regarding final status. When I pressed him further he asked me to hold on and he looks for details, and this when he stated that the Bank ( Citizen
Company Response:
State: MA
Zip: 01453
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A