Date Received: 2022-11-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are 48 inquires on my credit report that I have no knowledge of starting from XXXX until now.
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens overpaid my property taxes by {$1200.00} in XX/XX/2022 causing a shortage in my escrow account. Because of THEIR mistake, they are now raising our monthly mortgage. This large error would not have happened had I been managing and paying my bills myself. You would think an escrow department that specializes in these types of things would not be so careless. What is the point of having them handle these things if they only cause stress and damage? I have contacted Citizens multiple times about this and they said to just pay the increased amount and wait until the next analysis done in a year, which is absolutely unacceptable. Why should I pay the much higher mortgage for an entire year because of their error? CITIZENS should cover this portion of the shortage since they are at fault. Citizens received XXXX tax bills for our property, XXXX was the correct amount, the other was an incorrect amount, yet they made the error of paying both and are trying to make me pay for it. Their employees clearly did not care enough to look at my account and see that the property tax had already been paid before paying it yet again. How can they be so careless with other people 's money? Why are they allowed to make mistakes like this and not be held accountable and just pass the consequences onto the innocent party?
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking and savings accounts with Citizens Bank on XX/XX/22 with a promo code that included a {$520.00} bonus for opening those accounts and fulfilling some basic requirements. I fulfilled those requirements ( direct deposit to checking account for {$320.00} bonus, monthly deposit to savings account for {$200.00} bonus ) and was supposed to get that bonus by XX/XX/22. However, no bonus was deposited to my account and my attempts to contact the bank and get this resolved were unsuccessful.
Company Response:
State: MA
Zip: 02144
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was enrolled in the COVID Forbearance Program and was told by a Citizen 's employee that it could be extended to 15 months. When I called to resume payments I was told I had to apply for a modification because I was actually only eligible for 12 months and that their employee had made a mistake. During the Forbearance process I was repeatedly given the runaround, I was told to supply the same documents that had already been sent, over and over again. Although I was given a " Relationship XXXX '' named XXXX XXXX, no email or direct line was ever provided. Every call went through the same laborious process. Finally a Modification Agreement was created. A Notary provided by Citizens came to my home on XXXX, and my wife and I signed the Modification agreement. Since that time Citizens have sent me monthly statements that do not reflect the agreement. Every month I have had to call in and make the agreed payment over the telephone. Sometimes I am told that the paperwork takes time. The papers were signed and notarized XXXX months ago which is way more than enough time. Sometimes I am told that the Notary should have had my wife and I sign two copies and that I will be contacted by another Notary. However no one has contacted me. Attachments contain documentation.
Company Response:
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: - On XX/XX/2022, someone impersonated us and went to Citizens bank located at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX which is a XXXX XXXXy from our home made a transferred of {$140000.00} from our home equity account to checking account at the counter. Then, he advanced the money in mostly bank checks at the counter -In order to do this, the suspect needs to pass the facial identification, proper photo identification and security checks ; we did not get a call or text nor any notification from the bank for this unusual transfer and withdraw -Secondly, the withdraw is advanced from our HELOC account performed at the counter, this requires additional security verification, the reason suspect did not make the transfer through phone or online because he is missing a lot of our personal information -I have reported the unauthorized transfer and withdraw on the same day, reported the fraud but the bank refuse to stop payment on the checks. We have not lose our driver license nor any identity cards. Bank never issue a debit card for me on this account. It turns out that the suspect got a replacement debit card in one of the branch. we did not get a call or text or alert for this either- I have made multiple complaints and disputes. when i visited the branch, they tell me to call customer care ; when i call the customer care they tell me to visit the bank because its fraud in the bank - After XXXX Weeks of waiting, all of my disputes are denied, and someone them are erased from the system. They did not give me a single call nor send me any neither affidavit nor proof of evidence
Company Response:
State: NY
Zip: 11358
Submitted Via: Web
Date Sent: 2022-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Lost or stolen check
Subissue:
Consumer Complaint: In trying to transfer banks, I contacted my old bank, Citizens Bank, to get my money ( around {$23000.00}, I tried calling today, XX/XX/XXXX, to get the exact amount, but the rep told me to call back during normal business hours ) transferred to my new bank. The reason switched banks in the first place was because I had moved out of the area Citizens Bank services, so obviously that meant I couldn't visit any in-person location. And because the money to transfer was greater than {$10000.00}, I couldn't do online transfer either. Because of that, I was told by a Citizens Bank representative on XX/XX/XXXX that the method for getting me my money would be 1 ) Citizens closing my account and 2 ) sending me a check in the mail that would come in 5-7 business days or so, that I could then cash at my new bank. However, the check never came ( and I have still not received my money to this day ). Around 5-7 times, I called Citizens after the check was supposed to arrive ( but didn't ) to try to find out and fix whatever the issue was. Through this, I troubleshooted 1 ) an error in my address apartment number, and 2 ) an error with the name Citizens had on file for me ( which I had since changed, such that my mail center might have accidentally been sending mail back ) ( PLEASE NOTE, CITIZENS WILL HAVE A DIFFERENT NAME ON FILE THAN WHAT MY ACTUAL, CURRENT NAME IS. I NEVER BOTHERED TO UPDATE THEM, I JUST TOLD MY MAIL CENTER TO ACCEPT MAIL COMING IN FROM MY OLD LAST NAME ). I also tried to get Citizens to just send me my money through wire transfer, but according to a rep it was " too hard '' or " not possible '' during a phone call on XX/XX/XXXX which lasted roughly 2.5 hours, because all of my information had already been deleted from the system. This rep tried to be helpful, and when they sent out the check again said I could call back in 2 days to get the tracking number of the new check being sent out in 7-10 business days. I subsequently called back on XX/XX/XXXX, only to be connected with a rep that said it was actually not possible for me to get a tracking number because Citizens doesn't have it. However, even with these fixes, the check never came even with subsequent checks being mailed out ( I am still waiting on the latest check to be arrive, but I suspect it never will ). I feel part of the issue is the lack of transparency and how little information is getting back to me. I don't understand what is going wrong, why it is going wrong, or what I can do to fix it. All I do is call back every 2 weeks to talk to a rep who tells me that what the *last* rep did was *completely* wrong, and *this time* the check will get to me. The latest rep I talked to told me that luckily, the 1 check ( out of like 7 ) that *had* arrived hadn't been cashed, and gave me the tracking number for that one check, which had apparently arrived XX/XX/XXXX before getting sent back. But not only do I not know 1 ) what I would need to worry about if the check *was* cashed by some random stranger, I also don't know 2 ) what happened to the other 7 or so checks. Mostly constantly calling Citizens has been a frustrating never-ending worthless chore that leads nowhere while XXXX max out a credit card I have the money to pay off but can't because all my money is stuck in limbo for no reason.
Company Response:
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: This is a complaint regarding Citizens Access, whereas appears to be a bait-and-switch. As I will explain, opening online requires three steps, 1-Product Selection, 2-Account Terms and 3-Funding. However, the most important part here is initial bank-to-bank verification of test deposits to etablish funds transfers. Notably, linking funding accounts doe snot warrant an autmatic withdraw from another financial institution prior to this because of XXXX XXXX XXXX identifiers to secure from fraud. However, in opening accounts, the methodology was used to look-up and ensure FDIC coverage amounts for each account level. At setp 3 there is no confirmation that you are actually doing an immediate funds transfer or giving authorization for Citizens Access to do so. Thus, they pulled {>= $1,000,000} in total into the accounts and their system only aggregates data and does not display the transactions, pending, or schedule transfers. This was premeditated. It appeared as if funds were simply wiped out of another insitution without my knowledge or consent. Becuase they were and was initially a hypothetical for future near term banking in establishing or opening each account. Shortly after XX/XX/XXXX, I voiced my concerns to the night floor manager who only would identify himself as XXXX. Who understand the system limitations, how they caused confusion and were improper or misleading and were being worked on to be updated to correct such limitations and obvious misconceptions. It also appears none of this has been updated as of yet today-leading my speculations further. I was also charged three returned item fees by the other financial institution at {$5.00} each or a total of {$15.00} which XXXX agreed to aply back as a courtsy on my account. Since then then and until today, nearly a month, no {$15.00} credit has been provided and I have called twice, including online chat, whereas I have been told the credit honor was eing applied within two days and its on the ledger to be applied. Each time, I am simply misled. XX/XX/2022 XXXX XXXX would not warrant the transfer yet because the scurity processes had not even been confirmed. Somehow, Citizens Access still widely incurred and took those funds without full authorization between myself and XXXX XXXX. You will see a bank statment from Citizens Access, Beginning XX/XX/2022 Through XX/XX/2022 Online Savings XXXX which was closed and all accounts solvent because I was unable to have XXXX XXXX accept or approve Citizens Bank becaus eof security, yet, it was done over a month. But that account was closed and I opened four new as indicate, as attached. Therefore, there was no standing agreement or authorization for the new bank accounts to be eligible until verified first with XXXX XXXX for the funds transfer requests ( bank-to-bank ) to be allowed. Hence, only XXXX authorization for $ XXXX was approved on my end once and only one, that XXXX had to approve the relationship, instead as you will see, Citizens Acess pulled three time that amount by err of systems.
Company Response:
State: AL
Zip: 36526
Submitted Via: Web
Date Sent: 2022-11-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX I need your assistance I attempted to withdraw {$500.00} from the ATM at XXXX XXXX in XXXX in XXXX the ATM went thru with the function however No money was dispense..I had the 2 Managers in charge of the ATM run the Surveillance Cameras and they confirmed No money was dispense to me so for peace of mind they had the Technician open the ATM and showed when the Transaction was declined. I checked my account online and my money was taken out. The next day I went to a Citizen 's Bank spoke to the banker who requested my money return I got it on my account within a few days. In XXXX I received a letter from Citizens Bank that they taking back the money and they took the money back I went to Citizens Bank where another Banker name XXXX called the investigator advised her he saw the proof that I didn't get the money from the ATM she said she would send a link so I could forward her the proof. She never sent the linked but instead denied the case or claim..I need my money I am stressed out I have had 2 deaths to deal with in my family within the last 3 months I have to pay bills because of this .I need my money please help me I am sending my proof if you should need anything more please contact me by email .... XXXX XXXX XXXX...
Company Response:
State: NY
Zip: 11416
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/2022, my husband 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 husband and I made minimal transactions on the account, even explaining as we were opening the account that we were putting our savings aside for future plans and we wouldn't be frequently using the account. We made two small deposits and two small withdrawals, all within the state of Delaware where we are located. During this entire time, we received no statements, alerts, or notifications to our home address, either of our emails, or either of our cell phone numbers. After a busy period of time ( we are both public school employees working in a post-pandemic school system and this is the totality of our joint savings ) 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 some elapsed time of me trying to be patient, Citizen 's Bank was unreliable with communication attempts. I struggled to get information and contact back from the bank. Communication, voicemails and emails went unanswered. Finally, when I went into the bank, a bank employee read off her screen a completely incorrect address for me, one I didn't provide and hadn't lived at for over six years. She told me that sometimes old addresses " autopopulate '' on their end, and that correspondence with my private information could have been going to this address I didn't even live at. I have recently been told that because I did not report the fraud quickly enough, that I may not get my funds back, which conflicts with what I was originally told when I reported the fraud. Later, I was also told the claim was not being denied due to lapsed time, but now I am once again receiving conflicting information. 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. Presently, we have been frankly told that despite us being " sold '' on signing up for a checking account that we thought had fraud alerts and protections, that they did not actually have any responsibility to provide those services to us, but we had the responsibility to catch the fraud and they did not have to bear the responsibility of either catching fraud OR bear any responsibility for a security breach that allowed our account to be accessed. In sum our main concerns are : -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 XXXX fraud alerts -We did not even leave the house with our debit cards, so the security breach of our account being accessed was a failure within Citizen 's security system -Who approved at Citizens these ACH/wire transfers from our account? No one will give us any more information on these transactions than what we can see on our accounts. -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? -A complete disregard and lack of communication to customers that just had their life savings drained after signing up for their bank. 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. So far, after many failed communication attempts we have found one reliable branch manager to at least call us back but even still she has only been able to just keep telling us it is in limbo. 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} XX/XX/2022 : we discovered fraud, reported it -- I also have a continual records of communication, attempts, and discussions XX/XX/2022 : 2 claims recovered from XX/XX/2022 : {$180.00} XX/XX/2022 : 1 claim recovered from XX/XX/2022 : {$100.00}
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Went into forbearance in XXXX. XXXX due to unemployment from Covid. Submitted application packet 1 for loan modification options to begin repayment in XXXX XXXX. Called so many times. Was told packet was lost in mail. Submitted 2nd packet in XX/XX/XXXX. Never heard back. Could not log into account, did not receive any statements. Every time I call, it takes at least an hour. Called my XXXX XXXX XXXX XXXX about it. She said XXXX have a partial payment plan option. To ask for that. I would begin regular mortgage payments and begin scheduled payments on the past due amount from the forbearance period. They ignored her emails. She was persistent and was eventually told they do not participate in the program. I was told they received the packet in XX/XX/XXXX but it had expired. I called often and asked for a system. I was asked again to send another loan modification application. They are like 15 pages long. I told them no. I started making double payments in XX/XX/XXXX. The loan is still behind. XXXX from the chairman office at citizen called after hearing my complaints. She sent me papers to fill out, and I scanned and emailed them that say. This was in early XXXX. I mailed my XXXX, recent paystubs, hardship letter for why I went into forbearance in XXXX. Two weeks later I was sent a letter saying they needed another letter and recent paystubs. I literally had gotten paid that day. I emailed it in. This week I got a call from XXXX in the office of the chairman. She said she is closing my case because it seems like things are okay now. I told her I had gotten no response from loss mitigation. She said it takes them 30 days or so from the date of the packet. I told her it had been 30 days. She said she couldnt help. Loss mitigation needs to contact me, I told her I have been making double payments since XXXX and I need to see a statement. I was told there are no statements when in loss mitigation. I was about XXXX behind on payments. It is currently around XXXX by my calculations. I sent an email requesting they do not close my case as it is not resolved and that Id line them to communicate through legal representation from this point forward. I have not hired a lawyer. XXXX emailed today asking for my attorneys contact info. I have not heard anything from loss mitigation still. I guess I am going to waste money on hiring a lawyer instead of paying the mortgage.
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2022-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A