Date Received: 2022-12-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: my complaint is against citizens bank. I lost my debit card on XX/XX/2022. Someone picked it up and used the card and overdrew my account signifigantly. The charges are as follows : 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 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens overdraft fee- {$140.00} ( XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2022 Citizens overdraft fee- {$170.00} ( XXXX charges at {$35.00} each ) My paryoll check was direct deposited- {$900.00}, citizens bank took my full check XX/XX/2022 Citizens overdraft fee- {$30.00} XX/XX/2022 Citizens overdraft fee- XXXX Claim credit- XXXX XXXX XXXX XXXX XXXX My payroll check for {$900.00} was direct deposited, of which Citizens bank took {$220.00} of, which put my account at even. They then charged me 2 more fees Citizens overdraft fee- {$35.00} Citizens sustained overdraft fee- {$30.00}. In total, {$1100.00} was charged to my account after my card was lost. I went to the bank, shut the card off and filed a claim. Eventually they came to a decision that i made the charges and did not reimburse me. I spoke to the bank manager of the Citizens branch in XXXX, XXXX who was extremely rude and condescending to me. I was polite and professional, and after speaking to her I said I would like to close my account, to which she replied " Gladly! ". I filed a police report after that encounter at the bank. I have a police report that indicates it was not me who had used my debit card on these dates.
Company Response:
State: MA
Zip: 01852
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: My checking account is with Investors Bank, now a division of Citizens Bank as explained on their website. Planning to close my account, I reduced my bank account balance to {$0.00} in order to close it. Until that point I had maintained a {$1000.00} balance in the account in order to avoid a {$10.00} service fee. I attempted to reach customer service to close my account and for over a week was unable to connect with a customer service representative. When I finally reached a customer service representative, after the new month had arrived, I saw that my account had been charged the {$10.00} fee for having a low balance. It thus had a negative balance ( {$10.00} ). I was instructed to " zero '' the account ( i.e., add money to it ) in order to close it. The obvious difficulty here is that I will never be able to zero the account if I can not reach a service representative and am charged a service fee that brings my balance below XXXX.
Company Response:
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Citizens Bank where I have a checking account and a mortgage with them. They were taking the funds out automatically. I was called by a representative last month and I told them that I would have funds the following day to pay the mortgage a few days late. It was close to XXXXXXXX XXXX the representative stated that she would set up the automatic withdraw from my XXXX XXXX XXXX XXXX XXXX XXXX to my checking account at citizens where I was waiting for a check to clear the following day. Well they tried to take it out that very day I spoke to them they gave hit me with over XXXX dollars in fees and I have a deficit of XXXX that they are now claiming as a collection account. Their actions are unbelievable. I had told them that I had broken my shoulder and elbow but they had no sympathy I havent worked since XXXX due to this horrible injury. I need help to fix this I believe it is totally stealing my money with fees that should have never been charged due to the misrepresenting they would wait one day before accessing the XXXX XXXX XXXX XXXX Thank you my cell is XXXX Sincerely yours, XXXX XXXX
Company Response:
State: PA
Zip: 18966
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The company fraud department was contacted regarding the online purchases. However, there has been no response from them about any actions being taken to correct the fraudulent activity.
Company Response:
State: VA
Zip: 23669
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have not given Citizens Bank permission to furnish this item on my consumer report, therefore I am requesting it be deleted immediately. Citizens Bank is also committing fraud by NOT DISCLOSING TO ME THAT I HAD THE RIGHT TO OPT OUT OF THIS INFORMATION BEING SHARED. This action has led me to uncover several violations by Citizens Bank. This item has violations that I want to identify at this point - according to FCRA - Obligations with respect to disclosures, and Permissible purposes of consumer reports.
Company Response:
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Hello I live in XXXX with my sister co- owner of the account Im referring to. Since XXXX I have one checking account and on savings account in XXXXXXXX XXXX, but last year they transferred my founds to Citizens Bank. On XX/XX/XXXX my bank " XXXX '' sent me a letter asking for some personal data to maitain my account opened with a due date on XX/XX/XXXX before freezing or closing the account. When I call to the bank ( XX/XX/XXXX ) they said the accounts are already closed and they sent 2 checks by mail to my personal adress in XXXX XXXX ( did not recieved yet ) When I complained about not receiving any communication and saying that I did not approved any account closing they say " we dont want you as a client '' The denied giving me any tracking number of the mail, no email communication ( they say they dont send e mails to older persons ) and no futher information about my money. My complain is about not having a positive response from the account supervisor and mainly because deciding by themselves with no consultancy about closing my account and not giving me news about my money They did not respect the due date they sent in the receoived letter so I can not accept them to infringe my rights to decide on my savings- I need your support on this matter to get a solution best regards
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have correspondence from an XXXX XXXX XXXX XXXX XXXX regarding my loan with Citizens Bank and my mortgage. The VA is trying to fund my loan with this bank and she is not communicating with XXXX XXXX from the VA. XXXX is needing to know that my loan was in forbearance in XXXX and she is not giving him that information. She is avoiding that at all costs. This has been going on since XXXX. All he needs is a simple yes and it can be funded. I don't know where the disconnect is with XXXX but she needs to be removed from handling Va loans or Citizens in general should not be approved to handle VA loans I have had nothing but problems with them. I spoke to a loss litigation representative today XX/XX/XXXX and he is XXXX the covid forbearance letter his name XXXX. XXXX owes me loss of wages and time spent on dealing with this and the stress I have dealt with due to the issues with this. I have been put on stronger XXXX XXXX XXXX due to this and have checkins with XXXX XXXX XXXX XXXX due to the stress of this mortgage process. That is unacceptable.
Company Response:
State: MI
Zip: 48331
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/22, my husband noticed that over {$2000.00} was debited from our checking account at Citizens Bank. We immediately called the bank and were told it was fraud associated with my husbands bank card. We were told they were cancelling his card and reissuing a new card. We were told the money would be credited back very quickly. For the next week, we called the customer service EVERY day multiple times following up. We were constantly being told different stories every time. Then we were told they had to find video footage and investigate before they would determine if we would be reimbursed. This caused extreme financial hardship on our family, as our entire account had been wiped out, with the exception of {$60.00}. After a whole week of contacting them, we got a phone call from their collections department, telling us that they debited our account for delinquency on paying our HELOC loan. We are enrolled in autopay, and could not understand why they did this. They then told us they couldnt debit the last two payments due to insufficient funds. My husband pulled up our account on both of the dates she gave us, and there was more than adequate funds to cover it, which he told the customer service rep. She then had him hold and came back on and was nasty telling him that they can not/ will not refund us the money they took. She then gave us the last 4 digits of an account and accused us of changing our account and thats why there were insufficient funds. My husband said that that was not our account, nor has it ever been an account of ours. We have had the same account since we opened with the bank. After holding again for quite some time, she came back on with a different tone and admitted that they had a system migration a few months ago, and our account was entered incorrectly. And that the error was on their end. She said the money would be refunded in 48 hours. We finally got our money back yesterday ; this has caused extreme emotional stress, as well as financial hardship. This could have been avoided with adequate communication amongst their departments. We are extremely upset about how this was handled. We have children to feed, and a house to care for. They left us with {$60.00} for a week and a half. If we had not called EVERY day and relentlessly pushed the issue, we still would not have answers, and NOT have gotten our funds returned to us. It is absolutely horrible customer service and a terrible way to treat customers.
Company Response:
State: PA
Zip: 18976
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job several months ago, and have spent the last few months securing new employment and rebuilding my financial life. As part of this, I reached out to Citizens Bank for assistance with my mortgage as I have been unable to pay. I will be able to pay within the next few months as my finances balance out with my new employment. Citizens referred me to the XXXX XXXX XXXX web portal to submit my paperwork. My wife and I submitted everything, but were told we needed additional pay stubs ( along with my unemployment ). We uploaded these documents on XX/XX/2022. On XX/XX/2022 - I received a phone call from Citizens that they had not yet received the requested documents and were going to close my file for assistance if they were not received before the end of the week. I promised to have the documents emailed to them ( to an email address they provided me ) within the hour. As promised- all documents were sent. On XX/XX/2022, I received notification that my request was closed. We called Citizens Bank and were told that it sometimes takes 2-3 business days to receive the documents, but they would re-open my case when they received them internally. On XX/XX/2022 - I called to follow-up and was told they still had not reviewed the documents. They noted that my Relationship Manager would be given a note to call me, even though the relationship managers were typically not allowed to speak to their clients. Today, XX/XX/2022, I still have not received a call from the relationship manager, and my wife was told that Citizens Bank does not have any record of the conversations we have had, and that we will need to start the process over again since we failed to follow their instructions. I faxed the " missing '' documents to the fax number they provided today, however, my wife was told we would need to re-submit everything.
Company Response:
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had an overdraft on my account due to financial issues. I mobile deposited a check from XXXX for {$1400.00} on XX/XX/2022. This is a certified check. Citizens placed the funds on hold until XX/XX/2022. Due to this, I am going to receive late fees on bills that I must pay. I contacted both customer service and a branch XXXX. In both instances, I was advised to speak with the other, meaning customer service told me to contact a branch, and the branch told me to contact customer service. I offered to contact XXXX and citizens together to verify the check so that funds could be made available sooner, but citizens said that this could not be done. I have had this account for over 5 years and have regular direct deposit is biweekly. This is a difficult situation due to the financial issues I have recently had, and I have no resolution after contacting the company repeatedly, and the late fees I will receive are going to further extend the hardship. I also understand that it would not cover the overdraft, but citizens also did not make {$220.00} of the check available per Regulation CC.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A