Date Received: 2022-12-07
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: This is a complaint for XXXX on the basis of National origin, Ethnicity, Gender, perceived religion and creed. On XX/XX/XXXX, I opened a credit card account with Citizens Bank, with a credit limit of {$2000.00}. I made my payment on time and the account was in good standing. On XX/XX/XXXX, I thoought to bring the balance down for XXXX reasons. I had to make urgent purchases on line and to improve my credit score, as well. I made a payment of {$500.00} at the branch teller, to bring the balance from {$2000.00} to {$1500.00}. The next day, on XX/XX/XXXX, I tried to use the card for my urgent in line purchases, but the card declined however. I suppose to have {$500.00} available credit on my card to use. I called the bank to find out the reason for the declined transactions. The bank customer service informed me that my credit limit has been decreased by the same amount I just paid {$500.00}. The bank decreased my credit limit from {$2000.00} to {$1500.00}. This way the card is over the limit and will hurt my credit score. Although, my account was in good standing and {$500.00} ander the limit. The bank reduced the credit limit without notice. The very next day I made the payment. The bank intentionally damaged my credit score and put me in financial hardship. Because, the {$500.00} payment was meant for urgent purchases. But, the {$500.00} disappeared by the bank XXXX and XXXX action to reduce my credit limit without any valid reason at all. I have made a complaint with the bank chairman office. But all my complaints were ignored, however. It seems that their business culture is to cover any wrong doing, XXXX, and XXXX conduct. I hope your office will fairly assist in this complaint and refer my XXXX complaint to the appropriate state and federal agencies to impartially investigate my complaint. ===========
Company Response:
State: MA
Zip: 02151
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 with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. On XX/XX/XXXX I sent a letter for inaccurate and unknown things on my credit report. It has been over 30 days and I have not received a response yet. I feel like I am being ignored and taken advantage of regarding my disputes. Fair Credit Reporting Act Section 611 ( a ) clearly states that a failure to investigate this item within 30 days gives reason to immediately update this item from my credit report. It has been over 30 days so they should be promptly deleted.I am distressed that you have included the information below in my credit profile and that you have failed to maintain reasonable procedures in your operations to assure maximum possible accuracy in the credit reports you publish. Credit reporting laws ensure that XXXX credit bureau report only 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be re-investigated. This has really caused me a lot of stress and strain and I demand that this account be fixed immediately or I will file for litigation. My information was also impacted by the XXXX data breach and may have gotten into the hands of the wrong person. CITIZENS BANK XXX Date Opened XXXX XXXX, XXXX Balance : {$280000.00}
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received an offer from Citizens Bank to receive a {$300.00} Checking bonus with a {$500.00} direct deposit within 60 days of the account open date and a {$300.00} Savings bonus if I deposited {$200.00} every month for 3 months according to their calendar. After being approved for the accounts, I made opening deposits on XX/XX/2022. I then followed the byzantine and complex steps specified on the offer postcard. I can send you a copy of their offer document for your reference. Despite following all of their rules for both accounts, I have never received the bonus monies to my checking and savings accounts. Therefore, I called Citizens customer service in XXXX asking for an update on the promised deposits but the call was then routed to an international call center and I was put on hold for 15 minutes before the call was disconnected. I tried again twice in XXXX, and the same results. Long wait times and then the call is disconnected for no rhyme or reason. Despite having my phone number and email address, no one has followed up with me. It seems Citizens routes such calls to the international call center to screen calls related to these bonuses in an effort to prevent the payout. Yet, I am regularly receiving offers in the mail from Citizens for HELOC 's.
Company Response:
State: CT
Zip: XXXXX
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: 2022-12-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a HELOC with Citizens Bank. XX/XX/XXXX, my husband ( co-borrower ) got covid at work and has severe complications as a result. He has not been able to work since. He has filed for permanent XXXX because of his inability to return to physical work. Our primary mortgage was put into a forbearance program, but I was able to maintain the payments on the Citizens loan until XX/XX/XXXX. I could no longer do it so I reached out to the bank. The pre-recorded message when you call Citizens states that if you are having difficulty making payments due to covid, arrangements can be made and late payments will not be reported. ( The same was done for us with the main mortgage so I was aware of the process ) I called on XX/XX/XXXX asking for covid hardship assistance. At that time, my loan payment had not been at the 30 day late point so there was no threat to negative reporting on my credit. I was told a packet would be sent to me. When I did not receive it, I called again on XX/XX/XXXX. The hardship packet was not received in the mail until XX/XX/XXXX. I called the bank on XX/XX/XXXX expressing my concern that now the payment would reflect as past due and it would affect our credit score. I spoke to their consumer finance department and filed a dispute with the credit reporting agencies. I completed the hardship packet and mailed it back to them on XX/XX/XXXX. On XX/XX/XXXX, I called the phone number included in the packet trying to get information concerning the status of my hardship. I was continuously told that the number I was calling was not correct, despite it being the number included in the packet. I was transferred for over 2 hours to various departments and given several numbers but no one could tell me about my loan. I was getting calls from collections department however letting me know that my account was past due, but they could not tell me the status of my covid hardship packet. I thought the program was supposed to protect consumers like me?? I received a letter dated XX/XX/XXXX ( which was not mailed until XX/XX/XXXX ) stating they received my packet and would have to verify it was complete, but never mentioned anything about stopping the negative reporting to the credit agency. I called again the number in the letter and was told i was not in the right department. I gave my loan number and was told they could not help me. I was transferred and transferred with no answers. I received another letter dated XX/XX/XXXX, which was mailed on XX/XX/XXXX, telling me I needed to sign off on a list of authorizations. The same telephone number was listed. I spent all morning on XX/XX/XXXX calling but I got the collections department. Noone at citizens bank will give me any answers. An email address was included in the letter on XX/XX/XXXX - XXXX so I sent an email on XX/XX/XXXX requesting an update - I still have not heard anything. I filed disputes with each of the credit agencies. Citizens Bank has done nothing to stop the negative reporting on my HELOC despite my calling on XX/XX/XXXX to request covid hardship assistance. I had to call back again on XX/XX/XXXX because I did not receive any packet in the mail. When I called on XX/XX/XXXX I asked if I could apply over the phone for help because I knew how important it was not to have any negative reporting about mortgage payments- I was told NO. I continue to try to get information about my loan and how to put it into a forbearance while I can sort out my family 's financial hardship. My husband has a hearing in XXXX concerning his permanent XXXX. He is only XXXX XXXX XXXX and covid literally damaged his XXXX and XXXX to the point of being unable to work. We are doing our best to make our finances strech. I was able to maintain payments from the time he got sick in XX/XX/XXXX until XX/XX/XXXX but when I reached out to Citizens, they literally put the financial well being of my family in serious jeopardy. as a result, citizens reported the late payments, despite my asking for assistance prior to the late, and despite the pre-recorded message on their call lines. in doing so, me and my husband have delinquincies listed on our credit report. our credit cards and lines of credit have been affected and credit cards that we had significant lines of credit with have just been cut. Citizens Bank is responsible for that. The credit reporing needs to be corrected and only citizens bank can do that. My husband and I have been long standing customers of Citizens and have made each payment on time. To be treated like this in a time of financial need is just devastating. the impact to my family and the damage its done to the ability to meet our financial needs is great. We need help and citizens bank is just unreachable.
Company Response:
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I closed my account with Citizens bank XX/XX/2021. The keep re-opening my account and charging past due fees and reporting to the credit bureaus. They say that anytime some tries to collect money from my account they re-open it. I end up with negative balances and penalties. This account has been closed XXXX times now trying to work with them They are destroying my credit and holding me XXXX to them.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was supposed to receive a {$25.00} bonus credited to my account on XX/XX/22. The bonus never posted. I called and they said it would post on XX/XX/22. It has still not been posted.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/2022, my wife and I opened our first joint checking account at Citizen 's Bank. We deposited {$20000.00} into the account. During our initial meeting, we were told the benefits of the account, which included fraud protection and alerts. We feel that other disclosures were quickly flipped to the " signature '' page and no other information reviewed. My wife and I made little to no transactions on the account, as we explained when opening the account that we were putting our this money aside for sort term savings for the future and we wouldn't be frequently using the account. We made two small deposits and one withdrawal, all within the state of XXXX where we are located. During this time, we received no statements, alerts, or notifications to our home address, either of our emails, or our cell phone numbers. After a busy period of time ( we are both public school employees ) and I work several additional jobs to make ends meet, I went into the account to deposit a check, and found that a few months prior right after I had last checked the account almost all of our money was transferred out. We called, alerted the bank to this, and met with a branch banker the next day. We were repeatedly told to not worry, that the funds would be in our account within 10 days. After ten days, Citizen 's Bank was unreliable with communication attempts. My wife struggled to get information and contact back from the bank. Communication, voicemails and emails went unanswered. Finally, when my and I went into the bank, a bank employee read off her screen a completely incorrect address for my, one was not provided during the time when we opened the account with any of the identify information on her license or certified mail. She told me that sometimes old addresses, previous addresses and can " auto-populate '' on their end, and that correspondence with private information could have been going to this address. My wife was told that because we did not report the fraud quickly enough, that we may not get my funds back, which conflict with what we were originally told when we reported the fraud. While we understand there was a lapse in time in when we found the error, we are trying to get answers from Citizen 's Bank as to why there is not any responsibility on them to provide us with the services we signed up for, particularly the fraud alerts and communication. -We were told our money would be safeguarded in a Citizen 's account -We were told we had fraud protection -We were told we had 24/7 fraud alerts -We did not even leave the house with our debit cards, so the security breach of our account accessed with a failure within Citizen 's security system -Who approved at Citizens these ACH/wire transfers from our account? -Why were we not notified of {$19000.00} being transferred out in a day? -Why was it brushed over that they had an address attached to my name that I had never given to them, nor is on the drivers license I gave them? We have also asked to speak to higher up employees at Citizen 's Bank, and the regional manager has never responded to voicemails. When we asked to speak to whatever " back office '' has our claim, we are told that they can not give us this information and they themselves do not even have it. When we said that we were not confident in using our Citizens account while this was being resolved, we were told that we must continue to use our Citizen 's account in the meantime, or else they will charge us {$12.00} in service fees a month. Timeline : XX/XX/2022 : Open Account XX/XX/2022 : 1 fraudulent deposit totaling : {$150.00} XX/XX/2022 : 1 fraudulent deposit totaling : {$1300.00} XX/XX/2022 : 8 fraudulent deposits totaling : {$1.00} XX/XX/2022 : 11 fraudulent withdrawal transfers totaling : {$19000.00} XX/XX/2022 : 4 fraudulent withdrawal transfers totaling : {$1.00} XX/XX/2022 : 4 fraudulent withdrawal transfers totaling : {$380.00} Since my wife filed a CFPB report herself, Citizens has reached out only one time. The called the Wednesday before XXXX minutes before the bank and offices closed for the day. We have returned and called back multiple times, leaving messages each time, with no response from the bank official. Left Messages on XX/XX/2022 XX/XX/2022 XX/XX/2022 XX/XX/2022
Company Response:
State: DE
Zip: 199XX
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: Managing an account
Subissue: Banking errors
Consumer Complaint: This is a discrimination complaint on the basis of National origin and Ethnicity I filed some claims for merchandise never received and for cancelled transactions. In light of supportive documents that I provided to the bank, the bank issued the provisional credits. Some of the provisional credit, the bank made permanent. Few weeks later, however, the bank ( unfairly ) reversed all the provisional credits. Additionally, the bank reversed ( even ) the permanent credits. This is a complaint for discrimination on the basis of national origin, ethnicity, age, and gender. Please refer this complaint to the right agency to investigate. I further request that this account with this bank be audited by the right agency. I also request that the bank provide all the email communications that they have received from me, as soon as possible. ==================== This is a complaint against XXXX Citizens Bank ) for a disputed and cancelled transactions that they have decided in the merchant favor. Despite the fact that I proved to the bank that, I have cancelled the transaction timely with the merchant and never received any goods from the merchant. The merchant continued to charge my card, however, even after I had canceled the transaction with them. I disputed XXXX transactions from the same merchant XXXX XXXX XXXX XXXX ) located in XXXX, XXXX ( totaling {$4500.00} ) ================== [ $ XXXX $ XXXX {$1000.00} ] + [ $ XXXX $ XXXX $ XXXX {$250.00} ] ================== The merchant is getting away with the money and the goods. The merchant is located in XXXX, XXXX. The bank issued the provisional credit. Few weeks later, the bank reversed the provisional credit, and decided the dispute in the merchant favor, and ( unfairly ) let the merchant to keep the money and the goods. The bank was biased against me and discriminated me on the basis of National Origin, Gender, age, and Ethnicity. I have never received any goods from this merchant. The bank, however, decided to let the merchant keep the money and the goods, as well. I have filed my dispute with the bank timely after the transactions were posted into my account. The bank, however, denied my claims. And falsly claim that I have not filed my dispute timely. I filed several appeals, but all my appeals were denied, however. The bank denied my last appeal. Falsly claiming that the dispute was not filed timely, which is totally false.I filed the dispute timely. The bank seems to be biased against me and discriminated me on the basis of Ethnicity, National Origin, Gender, and age. I have never received the goods and need a full refund. Thank you for your kind assistance and look forward to hearing from you, Respectfully, XXXX XXXX : XXXX XXXX XXXX =========== The bank should rebate all the overdraft fees for this account. The bank unfairly denied all my claims. The bank should approve all my claims for cancelled transactions and merchandise never received. The bank unfairly let the merchants have the money and the merchandise. ============ Please find the attached XXXX files XXXX with the emails communications between me and the Merchant. The second is with the emails communications between me and the XXXX XXXX in XXXX, Confirming that the merchant artwork is forgery I have emailed the XXXX attached files to the bank on ( XXXX, 2021 ). I have made the bank aware that the merchant is selling forgery artworks. The bank ignored all my supportive documents and discriminated. Then, decided the claims in the merchant favor.
Company Response:
State: MA
Zip: 02151
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: Closing an account
Subissue: Can't close your account
Consumer Complaint: XX/XX/2022 : XXXX XXXX called and cancelled her checking account with Citizens Bank. The bank account was not closed and further charges were deducted from the account. XX/XX/2022 : XXXX XXXX called the collections department and spoke with XXXX who removed the charges and cancelled the account. XXXX explained to XXXX that XXXX would be receiving a letter in the mail confirming the checking account closure. That letter never came. XX/XX/2022 : XXXX XXXX received a hard copy letter from Citizen 's Bank claiming this account was not close. XX/XX/2022 : XXXX XXXX received a hard copy letter from Citizen 's Bank claiming the account was overdrawn and would be closed and charged off ( please see attached ).
Company Response:
State: DC
Zip: 20010
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The bank is denying my request for reproduction of documents under rge Freedom of Information Act. ( FOIA ). I requested from Citizens bank to privide me with a copy of all the emails that they received from me, in regards to some transactions dispute. To date, the bank never provide me with the requested email communications. The bank is in violation of the Freedom of Information Act. The bank should, urgently, provide me with all my email communications with their offices in regards to all my claims and transactions dispute.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A