Date Received: 2022-10-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: Summary of XXXX XXXX XXXX ( 1 ) I responded to an email from the XXXX XXXX on XXXX XX/XX/2022 ; I had been charged a renewal fee of {$340.00} and had XXXX hours to get a refund. ( 2 ) They tried to do a direct deposit into my Citizens Bank checking account; said a mistake was made and {$100000.00} was deposited in my account. I had, as instructed, logged into my account, and the money was there. ( 3 ) They said if it looked like it came from a business, I would have to pay XXXX XXXX tax on it. ( 4 ) They said I needed to wire out {$99000.00} to an individual in the XXXX, which I did. ( 5 ) I kept monitoring my checking account and it looked OK ; I could see a wire transfer of {$100000.00} coming in and {$99000.00} going out. I also changed my username and password. ( 6 ) A few weeks later, I noticed that the interest payment on my Equity Loan ( which had a balance of about {$16000.00} ) went from about {$50.00} per month to over {$500.00} per month. ( 7 ) Upon investigating this, I found there was an Advance of {$100000.00} on XX/XX/XXXX. ( 8 ) I was shocked, and sure this was a bank mistake. On XX/XX/XXXX, I went to the Citizens Bank branch in XXXX XXXX in XXXX XXXX, PA ( ph XXXX ) to discuss the matter. ( 9 ) The banker agreed with me that the {$100000.00} wire transfer into my account should have nothing to do with my Equity Line of Credit Loan. He filed a fraud claim and told me to contact the Equity Loan people in a few days. ( 10 ) I was sure they would call me and all would be well but they did not call. ( 11 ) Finally, on XX/XX/XXXX, I went into the main Citizens bank in XXXX XXXX, PA ( ph XXXX ). Here I was told that the {$100000.00} advance actually came from my Line of Credit! ( 12 ) I was horrified! I was told to call the number on the back of my debit card and tell them that it was fraud. ( 13 ) I did so, and spoke to someone with Citizens Bank in Rhode Island who informed me that you are not responsible for fraud. I was also told that there was a problem with the way the claim had been filed ; they re-filed the fraud claim and told me that they would have to reach out to the bank in the XXXX. They gave me a reference number and a phone number to call investigations ( Ref : XXXX Ph : XXXX ) ( XXXX ) On Friday, XX/XX/XXXX I had heard nothing, so I called the Investigations number that I had been given. I was told that unfortunately, there is nothing we can do there is no insurance against wire transfers! So, as of now, I am out {$99000.00}! ( 15 ) Question : When I went into the bank to wire out the {$99000.00}, why did the banker not alert me that {$100000.00} had just been taken from my line of credit? ( 16 ) Question : If I am not responsible for fraud, how can the bank tell me there is nothing they can do?
Company Response:
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting citizens one auto finance account # XXXX has violated my rights. 15 USC 1681 section 604 A section 2 : it also states a consumer reporting agency can not furnish a account without my written instruction. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: MA
Zip: 02368
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022 i visited XXXX XXXX! XXXX. I attempted to use their cash advance machine ( XXXX ) as i've done so many times these past months. On this date however, i was unsucessful in completing a transaction because that particular function was down ( as told to me by the employees at the cash booth ). They suggested that i try again later that afternoon which i did -- and several times at that. I still could not complete the transaction on any of the machines i've tried. I kept getting a message saying something to the effect of 'unable to complete transaction go see cashier '. A short while later i went home. I decided to check my bank account and found that the amount i tried to get along with the service fee was withdrawn without my authorization. The cash advance machines did not give me an approval message and receipt to take to the cashier booth to process and receive the requested amount ( {$4000.00} + {$160.00} service fee ). At their suggestion, I filed a fraud claim with my bank that same day which has since been denied twice. I stll have not received the documents that i've requested that brought them to this conclusion. I've recently filed both a debit dispute and merchants dispute with the bank - again, at their suggestion but i haven't heard from them yet. Since the incident i have been keeping communications with the casino and the company that provides their cash advance machines XXXX XXXX to sort this out and retreive my funds. The XXXX XXXX referenced the transaction attempts, both date and times and gave their findings to XXXX whom led me to believe for the past few weeks that they would put the money back into my account but only with the assistance of my bank. The bank however, doesn't want to deal with merchants. Recently ( XX/XX/2022 ), XXXX now says to me that all of my attempts on their machines were blocked by my bank and yet, the withdrawal was made. On XX/XX/2022 I received another letter from the bank stating that an additional review of the 'original claim ' of fraud did not occur even though I have changed the nature of my claim. They also claimed to have called me by phone again unsuccessfully - my caller id reveals no such attempts at all. I am always near a phone and do not subscribe to voice mail. It truly feels as if all parties involved are avoiding responsibilty. It's been almost XXXX weeks now and other than hiring a lawyer I am running out of options. This has been affecting my health and my work. Please, someone help me.
Company Response:
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I recently opened a new checking account ( XXXX ) because I was having issues with unauthorized transactions ( funds ) going from my citizens bank account to a company named XXXX XXXX. I filed a complaint concerning this matter cs # XXXX. The case was resolved and closed. Now I'm having the exact same issues with my newly opened account. Fund going to XXXX XXXX again. The amount of the transaction is {$150.00}. on XX/XX/2022 I didn't authorize this transaction and am concerned and curious as to how someone is getting the banking information from my new checking account
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I am using this platform to make sure there is an accurate record, that Citizens Bank is able to make a credit decision based on accurate information and provide insight to a huge criminal scheme 95 % of all financial institutions are involved in against XXXX XXXX Americans, Which Board Members of these institutions are fully aware of. On XX/XX/XXXX, I applied for a Citizens card and was denied due to XXXX knowingly and willingly providing Citizens Bank with inaccurate information. I called and spoke to a Citizens Representative who informed me I was denied due to recent Charge Offs. Recent charge offs Recent negative activity I am filing this request of reconsideration through the CFPB to have an accurate record and because I assume Citizens Bank would want to make intelligent credit decisions based on accurate information. The Information Citizens Bank received from XXXX is NOT accurate. Every single Charge Off on my credit report is from Student loans I received between XXXX - XXXX. They are all more than XXXX yrs old since the date of last activity. However, these accounts were given to another department and that department used a tactic widely known as re-aging. This department changed the date of last activity from XXXX to XXXX. I am providing the original documents to those Student loans as proof. The final reason for using the CFPB platform is to find out if Citizens Bank is also a player of the Major Credit Score scheme most financial institutions are involved in. Citizens Bank will either play the ignorant card and deny me credit again or view my credit report accurately which confirms the following. I have a good credit history length, my credit Used is only 11 %, which is excellent, my payment history over the last 7 years is Excellent, my monthly payments are less than 20 % of my monthly salary which is again Excellent. So if a bank 's primary focus is whether a consumer has the ability to pay then I would be rated as an excellent consumer to offer credit to. As for my credit score being low ; The credit information which weighs most of any person 's credit score are : Length of credit history : mine is over 5 years = Very good Credit used compared to credit available : Mine is under 15 % = Excellent Recent Negative remarks : I have XXXX for XXXX yrs Negative remarks which are 6 years or older impact a credit score minimally about 5 % of a credit score. Yet, XXXX has my credit score at only XXXX, this is despite having no negative credit information for nearly 7 years. Despite having used only 11 % of my available credit. Despite having no rent or Mortgage payment, no auto payment ( everything is paid off ) Despite my monthly bills being less than 20 % of my monthly salary. How is this possible : I will explain : Financial institutions have learned how to manipulate the XXXX algorithms. When a creditor continues to report an old charge Off the XXXX algorithm reads that as a recent Charge Off. Here is an example and we will use my Credit Report. I had a XXXX XXXX in XX/XX/XXXX. However each month they have been re reporting this Charge off. Same with the Student Loans. Although there has been no activity since XXXX, they continue to report each loan every single month. They have also re-aged the loans by having a separate department take them over in XXXX. By doing so this department reports the loans as an original charge off for XXXX, not XXXX. Everyone in the financial industry is well aware of this but plays the ignorance card. WHY? You must ask the right question. Who gains when consumers ' credit scores are lower. ANSWER : All financial institutions because they can now charge much higher rates. There are other changes the Financial industry has done for the sole purpose of lowering credit scores. Here is one of those recent policies. Back around XXXX when opening a checking account all banks would pull your XXXX systems report : This report would let the banks know if a consumer has written many bad checks which are still unpaid. However, a memo went around to all financial institutions that by pulling consumers ' credit reports whenever a consumer opens a checking account would lower XXXX of millions of credit scores by XXXX - XXXX pts. Doesnt seem like much but that would allow financial institutions to charge 1,2,3 % higher on interest. Think of that, why would a bank need to pull a consumer 's credit score if the consumer is Depositing money into the bank. COMMON SENSE PEOPLE! Note : I am forwarding this complaint to Citizens Banks Board Members - If they are aware of the Credit Score scheme I do not want them to be able to make a plausible deniability claim.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I originally had a XXXX checkings account in the United States. However, XXXX closed their operations and my account was transferred to be managed by Citizens bank ( it was transferred apparently in 2022 ). My old account with XXXX did not have any maintenance fees but the new one with Citizens has THREE fees- {$9.00} monthly maintenance fee, {$5.00} service charge account fee, and a {$3.00} service statement delivery charge. These fees total {$18.00} each month. Citizens has been charging my account these fees since XX/XX/2022 ( in total {$90.00} ). They DID NOT tell me at all of these fees nor properly notify me. These fees are clearly predatory in nature. The service statement delivery charge - charges me for statements in the mail ( without asking me for my updated mailing address ), they didn't even try to do paperless which is free. The monthly maintenance fee requires that I do a deposit and withdrawal from my account at least once per month. I don't know many people who visit the bank that often - especially when we are STILL in a pandemic with COVID going on ( they did not even offer me mobile banking either ). For one, they told me that they notified me by mail - however, I have not been receiving the mail correspondence for two reasons. Citizens did not ask me to update my contact information - thus they did not know my updated mail address. I have been in the hospital multiple times this year due to severe health issues and in the time I do not stay in the hospital I have been staying with my sister who has been taking care of me. Thus, I did not receive proper correspondence - no one bothered to call me or try to notify me XXXX XX/XX/2022. I received a call asking me to update my contact information and that I was being charged fees. I was so shocked - how can you wait 8 months to ask someone to update their contact information, and charge their account for so many months without asking for their permission for the specific account type or let them know about the fee structure. I went into the physical branch as soon as I received that phone call and they printed out the fees for me to see ( I've attached the paper they printed out for me ). The fees are leeching in nature, fraudulent and Citizens bank did NOT take any proper steps to ensure customers knew of the transfer and of the account type + fee structure. I did not know about this at ALL nor would I ever agree to this type of fee. I want these fees refunded to me and I NEVER want to work with Citizens bank after this experience. Given I was an account that was transferred to them Citizens did not take the proper transfer steps and instead implemented predatory fees to take advantage of these customers who were not informed.
Company Response:
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Im buying a house, my mortgage company found a loan that I didnt setup or sign up for with citizen bank. Been trying to remove the loan from my name and credit
Company Response:
State: IL
Zip: 615XX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/2022 - I had sent my complaint letter to CITIZENS FINANCIAL GROUP , INC., in which I clearly stated how this scam has affected me personally, psychologically and financially. I am afraid I have had to go through so much " bureaucracy '' thus far in order to catch their attention to my concerns. This really doesn't show their complaints department in a good light, to say the least ; and certainly, does not contribute to my overall satisfaction and peace of mind. My complaint is against the bank that did not do its job properly ( could not prevent/foreseen fraud and could not conduct a proper investigation ) and not against the vulnerable customer who fell victim and lost all the savings due to the misconduct of the bank. Commencing on or about XX/XX/2022, I fell victim to a multi-layered scam operations run by XXXX XXXX XXXX XXXX which involved me making deposits for a total amount of XXXX USD from my CITIZENS FINANCIAL GROUP , INC. account to fraudulent investment firm ( s ).
Company Response:
State: NY
Zip: 10305
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: At the end of XX/XX/XXXX my current roommate and I were finding solutions to pay for our monthly rental agreements. Since I am the main person in charge of paying our landlord, I had my roommate send me money via XXXX money transfer to my banking account at Citizens bank. I came to realize that my online banking account was deactivated because it was not used or deposits into that account were not met to maintain access to the account. Both my roommate and I called both our respected banks. I called cizitens bank to understand the situation to find out what happened. A citizens bank representative told me over the phone on XX/XX/XXXX that the account was inactive and closed due to inactivity, so no money could be sent or received to the account. My roommate talked with her bank and notified them that the money would not be transferred. On XX/XX/XXXX an email was sent to me that this money was sent to me which it should have been. ( confirmation number XXXX ) from that email. I then called citizens bank online department to understand the situation and to transfer that money back to my roommate the original owner. I opened a claim with citizens calling this fraud on their part as I was told one thing on the phone, yet received this money. I had asked them to send this back. I also went to the main branch located in XXXX to follow up on this, Citizens bank on XX/XX/XXXX debited the money out of the account the funds were in case # ( XXXX ). This money was taken out of my account they claimed was closed but reactive as it was in their fine print that they didn't close the account but its just in a period of deactivation which they reactivated to deposit these funds. I made it very clear to the bank, this is not my money. It was mistakenly put there under the previous understanding that this XXXX transfer would not happen and that it would " bounce back '' to the original account. I felt lied to and put into a position where I have to defend these terrible business practices and prove to my roommate I'm being honest with what happened. Months go by and nothing has got resolved, my roommate claims that she did not receive the money back, I spoke with citizens and they only show me the document of this being taken out of my account but never the paper trail of where it is located and a confirmation that it was delivered back to my roommate. Every time I call citizens they can never documents this properly and I have to record multiple issuances to get transparency. So I go to the XXXX branch to work it out with them, and they can not get a straight answer. No one at Citizens bank is providing me any information to prove that they have successfully transferred the money back into my roommates account. Its been more than two months of complaining and wasting everyone 's time to get confirmation as they will not follow up with the documentation im asking for. Now my roommate is making it very difficult on me and she is withholding all information i need from her side to understand from her banks perspective. Im in the middle of all this and it really goes back to Citizens banks poor management and structure to assist in their initial problem they started when they wrongfully sent this money into my deactivate account by reactivating it without even telling me this before hand. I just left the main branch again today XXXX with no help other than giving me a statement that this was debited out of my account as of XX/XX/XXXX with no real follow up on this and its been stuck in limbo. My current roommate can provide documentation from her back upon request, however I am at a standstill and need assistance.
Company Response:
State: MA
Zip: 02138
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: see attachments! I was deemed not credit worthy when the company accessed my consumer report based of their own company policy also a credit transaction was started with my credit card and I received no benefit which both are against the law. please see attachments!
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A