Date Received: 2023-12-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I applied for a job as a mystery shopper from Indeed. Ad said they would be sending a letter by XXXX with instructions. Two days later ( Thursday, XX/XX/XXXX ) I received the XXXX package. Enclosed is a letter with XXXX XXXX letterhead with instructions for surveying one of several listed places and the e-mail address to send the reports to and a couple numbers for texts. I was to deposit the check for {$2000.00}, and then buy three {$500.00} XXXX gift cards, take a picture of front and back of cards and submit each of the card pics with each report. I deposited the check through my phone on Friday, XX/XX/XXXX. I called Saturday afternoon, XX/XX/XXXX, Citizens Bank. I explained my situation to the representative. I told her about the check and that I was afraid it was a scam so it was crucial to know whether or not this check is clear or will clear. She said it cleared and it's safe to get cards. I re-asked and she reassured me that " it's absolutely no problem. '' ( There is a recording of the conversation with the rep ). Feeling confident that it must not be a scam, I went to XXXX in XXXX and bought one {$500.00} gift card. I saved the receipt. They were limited to selling one, so I bought two more at XXXX in XXXX. I opened the gift card, took pices, front and back, of all three XXXX gift cards, wrote two reports ( one for XXXX and one for XXXX ) along with a report with requested information ( cashier 's name, attitude and date and time ) and send it to XXXX. I wrote a text back to scammer at text, " What do you want me to do with the cards, '' and of course I never heard back from him. Monday, XX/XX/XXXX, I went to Citizen 's Bank in XXXX to withdraw money from my account ( I had {$630.00} in account ). I was negative- {$240.00}. The {$2000.00} check had bounced so my account was cleared out, the {$1500.00} for the three gift cards, and the {$630.00} already in my account. And I got a whole bunch of " insufficient funds '' charges. When I discovered I was negative, I went to my branch of Citizens Bank in XXXX, on XXXX XXXX XXXX. I asked to speak with the manager, XXXX XXXX XXXX. I told her the whole story and she typed the report in her computer and said she sent it off to the Fraud Department. She said there was a recording of the conversation with the rep so hopefully it would work out in my favor. She told me they would probably get it it the next day. I didn't hear from anybody so I reached out to XXXX and asked if she could give me the Fraud Department number. She said she couldn't but she gave me the email address, XXXX ( which I don't think would be very helpful ) and I wrote them three letters explaining my situation and asking where they stood with the investigation. I didn't hear anything back. Then I thought to call Citizen 's Bank, Office of the Chairman ( and I spoke with XXXX XXXX. She said she would reach out to the claims department and see if that would help. She called me yesterday, XX/XX/XXXX, to say the claims were denied. The problem is my complaint is more intricate, is that I looked to the expertise of Citizen 's Bank to tell me whether it was safe to make these purchases. I figured they would either know at the outset it was fake, or knew that the process of clearing a check is ( 2-7 days, I was later told ). I counted on the representative. Desired Outcome : Be reimbursed the {$2100.00} that got cleared out of my checking account. I have in my possession the three gift cards and their envelopes, instruction letter, check, and receipts for purchases. Thank you in advance for your help.
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XX/XX/XXXX - Account application was submitted online through promotion web page at https : //www.citizensbank.comXXXX XX/XX/XXXX - Received account opening email advising account was activated and ready for use XX/XX/ - {$500.00} XXXX received from employer to meet Direct Deposit requirement of terms. XX/XX/2023 - Did not receive promotional bonus as advertised on webpage in disclosures at bottom XX/XX/2023 - Called customer service at XXXX in order to ask about promotion. Spoke to a customer representative who stated the promotion explicitly said account had to be opened from XXXX for that promotion. Asked to speak to a manager and the manager repeated the same information, that the account opening/application was outside of the promotion dates. The promotion eligibility states " To Earn Bonus : To earn a {$300.00} bonus, open your first new personal checking account between XX/XX/2023 and XX/XX/2023 and have at least one single direct deposit of {$500.00} or more post to your new checking account within 60 days of account opening. ''
Company Response:
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I called today XX/XX/XXXX Citizen Bank to ask about a hold I had when I tried to transfer money from this Savings account I have with them One Deposit Savings and they had mentioned that this is due the account is dormant, and thats why I have been getting Dormant Account Fee for {$5.00} every month since XX/XX/XXXX. The original story is that I used to have a savings account with XXXX that I opened in XXXX and in XXXX XXXX was acquired by Citizens, so they transferred my money to a new savings account with Citizens Bank. According to the guidelines from Citizens Bank website, account is considered dormant if theres hasnt been any activity for 2 years. But when I asked the representative and her manager about why my account is dormant, since according to the guidelines, my account is opened in XX/XX/XXXX and it hasnt been 2 years yet to be considered dormant, they voiced that the account open date is XXXX ( my XXXX account open date ). I asked them how it is possible to consider my XXXX account open date as my Citizens account open date, and that I shouldnt be charged for all these months since XX/XX/XXXX till this day because I havent been with the bank for 2 years. Manager only offered me a refund of 6 months ( {$30.00} ) out of the total amount ( {$90.00} ) and refused to do any further escalations when I asked him to.
Company Response:
State: NJ
Zip: 073XX
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: 2023-12-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XX/XX/ the online payment for my home mortgage with Citizen 's Bank was not processed. I did not realize there was an issue until I logged into the system in XXXX to see that a payment was owed. I immediately submitted 2 payments to be processed. Citizen 's bank did not call me or send me any letters to notify me that not only was a payment missed. Citizen 's bank also did not notify me that they were going to report the payment as missed or late to the crediting bureaus. I have contacted them on numerous occasions since XXXX requesting they remove the late payment history from my credit report due to their site processing error. I have requested they provide proof of the letters they sent me advising a payment was missed and proof that they notified me that they were going to report the missed payment to the crediting bureaus. Citizen 's bank has provided me with no such documentation. I filed disputes with the 3 agencies : XXXX, XXXX and XXXX to aid in the investigation- to no avail. Citizen 's Bank is not removing the late payment and it is damaging my credit score, impairing my ability to get approved for better interest rates for lending opportunities. I have been diligent and consistent with my requests for them to please thoroughly review the matter because their was clearly an error in their system. They did not notify me of the late payment and they failed to notify me that they would report late payments to the crediting agencies- as they are required to by law. I need this matter of erroneous reporting removed immediately from my credit reports. I have given them several opportunities to rectify the matter and they have refused to comply.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I received a letter dated XX/XX/ from Citizens Bank saying that they were unable to approve my recent application for a credit card account. The letter said the reason they weren't able to open an account was that they were unable to verify information provided on the credit application.
Company Response:
State: PA
Zip: 17403
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On, Friday XX/XX/XXXX at about XXXX I deposited XXXX cash into the Citizens Bank ATM at the branch office in XXXX XXXX XXXX XXXX MA . Once the cash was in, the machine stopped working. I filled a claim as soon as the office opened on Saturday. The bank fraudulently claims they can not process this in under XXXX weeks. This is either a lie to cover their theft of my money, or an admission that they are criminally irresponsible with our money.
Company Response:
State: MA
Zip: 02145
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account on XX/XX/XXXX with the offer of " Get up to {$400.00} Let 's do the math ''. {$300.00} to be rewarded after depositing {$500.00} within 60 days. The other {$100.00} I did not opt to participate in. Bonus XX/XX/XXXX, I called to inquire why I had not received my bonus as XXXX statement cycles have already passed. The agent acknowledged that I have fulfilled all the requirements of the offer and that the bonus would be deposited at the end of the month. The phone call was recorded like they mention at the beginning so there is no question. In the fine print of the offer it says to " take a screenshot of this page as proof ''. Therefore, I have provided further proof that I registered for this offer and fulfilled the terms as stated by the last agent phone call on XX/XX/XXXX. XX/XX/XXXX passed and I did not receive the bonus deposit. Sunday XX/XX/XXXX I made a phone call to citizens bank. They claimed I needed an " offer code '' which there was no mention of during the application. The online offer was a direct link which I used to apply. I also retained the offer screenshot as shown in the fine print for my proof which they didn't accept. Instead they opt to start an " investigation '' which would be resolved within XXXX business days. XXXX business days past and nothing. Citizens bank defrauded me into opening a bank account and made interest off my deposit.
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: My husband received an email from a financial institution with whom we have an account asking for him to contact them on XX/XX/23. We called on XX/XX/23 and learned that someone had tried to withdraw {$1000.00} from this account to an account under my name from Citizens Bank. I do not have any accounts from Citizens. We closed the account from the financial institution that the bad actor had tried to withdraw the money from. Today I received a letter in the mail from Citizens Bank that confirmed that I ( not really me ) opted out of debit card overdraft coverage for ATM and everyday debit card transactions. It listed the last 4 numbers of my account on the letter and had a phone number for Citizens Bank to call with inquiries. I called and spoke with a fraud specialist. He was able to report the fraud and stop the debit card privileges. He said that the accounts were just opened last week and that there was a {$20.00} balance in 2 accounts with my personal information, including my email, home address, and SSN. In addition, in my XXXX XXXX banking credit card app, there was a " dark web alert '' dated XX/XX/23 that said my email address was compromised and my passwaord was exposed. I have since changed my password.
Company Response:
State: NJ
Zip: 08879
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Citizens bank suspended my account for an " account review ''. Customer service declines to provide me any information, or provide me any access to my funds. Telling me I'd get a letter. No letter and no contact. As of now the account is open and so far they've stolen {$510.00} that has been deposited into my account that they refuse to provide me access to.
Company Response:
State: NY
Zip: 133XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: XX/XX/2023 XXXX loan was paid off with check {$17000.00} from dealership trade in vehicle. The payoff of {>= $1,000,000} was deducted from dealership check and overpayment was sent to us of {$370.00}. I called Citizens Bank on Friday, XX/XX/2023 requesting a refund of Gap Ins. amount of {$330.00}. The Gap amount was provided to us from XXXX XXXX XXXX. and original dealer trade in was purchased from. Citizens Bank transferred call XXXX different times which requires telling issue again, loan number, name on account, etc. Citizens Bank claims the payoff overpayment included the Gap. Clearly the math indicates otherwise. After contacting dealership vehicle was purchased from, they stated a check was issued and sent to Citizens Bank a month XXXX and Citizens has the money..I now have to go through rude call center people again requesting refund. Still n XXXX XXXX refund has been sent to me.
Company Response:
State: MN
Zip: 55316
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A