Date Received: 2022-10-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: To whom it may concern, I sent up a recurring bank wire from Citizens Bank in XXXX 2022 In which I was able to wire money from my Citizens Bank account to my XXXX bank account in the XXXX. I called the wire department on Monday and they said I needed a PIN number to make the transaction. I told them I wasn't issued a PIN number but I have a reference number and a repetitive code to do the transfer. They refused to send me a PIN number so I can't do a wire transfer and time is of the essence. Can you please reach out to Citizens Bank so they can use a confidential email or text to send me the pin, like XXXX XXXX and other financial institutions do. Thank you for your advance concern. XXXX XXXX XXXX XXXX
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account XX/XX/XXXX, with Citizens Bank because there was a promo going on, I made sure to have the promo code entered when I signed up for the account. The promo code offered me {$300.00} for receiving a direct deposit of {$500.00} or more within XXXX days. I received a direct deposit from my employer on XX/XX/27 for {$510.00}. I've completed this offer in full and their terms state I was supposed to receive my bonus by XX/XX/XXXX but I still have no {$300.00} bonus posted to my account.
Company Response:
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I went to deposit funds into an ATM. The ATM did not process the deposit or return the funds. Only told me to contact the FI. I immediately went into the branch to be told how do we know you put money in there. Needless to say. She said she had to dispute it. And I would have my funds that day. I did not. ( This was on a Friday ) Monday, I contacted the branch again to be told they are working on it and theyd balance the machine regardless and Id have my money that day. I did not. I contacted the branch and she states she needed to balance the machine and Id have it that day. I didnt trust that, so I also contacted customer service who said that the right dispute wasnt filed. Theyd have to do it again. Now its Wednesday. I have no money. Past due bills. An overdrawn account and no way to buy food. And no resolution. This is purely unacceptable. I am missing over XXXX dollars. Its not a lot to some, but to me its survival.
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I purchased an airline ticket from XXXX on XXXX. After making the purchase, the hold was placed on the account for {$530.00}, the purchase posted to the account on XX/XX/22 and today XX/XX/22 Citizens bank still have the item on hold and told me they won't help me. I spoke with a supervisor XXXX who was rude and had a nasty attitude. She stated that she is not going to assist me. With the additional hold on the account Citizens bank refused to help with so that they can charge me overdraft fees. I reached out to the agent via chat and also via phone and neither of the agents assisted me, instead I was told that they will not release the hold from the account.
Company Response:
State: MA
Zip: 01905
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Claim # XXXX with citizens bank. I applied for a credit card from citizens bank, I have never received the card and all of a sudden I got a notification from XXXX credit reporting that there is a higher usage and the card that I have never received yet. I reported the fraud via phone call to citizens bank Claim # XXXX, and they sent me a replacement card, seven days later they sent me a letter stating that the claim was denied! They said that I have activated the card using the phone number on file on the day of XX/XX/2022 which is never happened! I want to my phone carrier I printed out XXXX bill to show them the proof that I didnt receive the card nor activated it from my phone, but they never pay me any mind, and Im so concerned about my credit getting hurt by this matter. I want this issue to be fixed, the first 5 fraudulent transactions from the XXXX XXXX was a fraudulent Transaction in the amount of {$4100.00} and their lie that I have personally activated the card from the phone on file most be held accountable and the credit amount most be billed back to my credit card account, the only card I received and activated was the replacement card on XX/XX/2022. And for them to close their Investigation within just two days from the report thats a joke and Im willing to practice my legal actions against citizens bank if they didnt resolve this issue for me! Thanks and best regards. Please find the attached documents which is included with- the Denial letter from citizens bank. - Detailed phone bill for the specific day that day said that the card was activated on using the phone number on file - bank statement that includes all the five fraudulent transactions. -Proof of faxed documents to the fraud department of citizens bank fax number been provided by the citizens Bank customer service fraud department XXXX
Company Response:
State: NY
Zip: 11510
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In the end of XXXX we were having trouble making our mortgage payments we called Citizens to see what our options were. They suggested a loan modification at that time and explained that process. At that time we went into default of our loan as required and started the process. On XX/XX/XXXX we signed the loan modification at that time the current amount due was {$5900.00} new payment would be XX/XX/XXXX {$1100.00} The VA funded {$43000.00} of my loan due to the extreme back log of the va the loan modification has been extremely back logged. When trying to get updates from Citizens load modification department they continuously say due to system changes check back in two weeks. Todays Date is XX/XX/XXXX. In XXXX they told me the va had funded my loan??? Today I spoke with the va to find out they are extremely back logged and that Citizens was instructed to tell va loans that they need to call va and that they would explain what was the hold up. That did not happen once. On XX/XX/XXXX we submitted to Citizens tax department that we are 100 % tax exempt and are due a refund of {$3500.00} Plus our new mortgage payment should be significantly lower as we are still paying the same payment we are now owed more money and feel we are not being treated fairly. Citizens loan modification team refuses to let me speak to a supervisor even when I had someone from the tax department XXXX with me to verify they owed me money. At this time I believe more should be done.
Company Response:
State: MI
Zip: 48331
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are writing to file an official complaint against Citizens Bank. In seeking to acquire a home equity line of credit in preparation for our daughter 's XXXX journey starting in fall, XXXX, we began the application process in XXXX. Based on a referral, we began the process on XX/XX/XXXX, with Citizens Bank. When speaking to the person we were referred to, we were informed that the process would take approximately 4-6 weeks if we submitted all the documents in a timely manner. At every turn, weve provided all the documents that were requested from us, either on the same day of the request or within 1-2 days. To date, we are close to approaching triple the length of time the application process was supposed to take, only to learn now that the amount of the loan has been reduced by 1/3, and the interest rate has increased significantly since we started the process. If the length of time were the only issue, we would not be filing this complaint. However, given the circumstance that has transpired throughout this process, we feel that we are the victims of discrimination, and therefore compelled to take action. Weve been bounced around from one employee to the next, without the professional courtesy of an explanation, yet we did not complain. Although we were feeling slighted and raised the bias question amongst ourselves, weve never complained or raised an issue with the Citizens Bank. Although we saw red flags and initially questioned if we were the victims of appraisal bias when they appraised our homethe appraisal was {$100.00}, XXXX less than what all the leading websites list our home for. We did not raise an issue or complained about what we thought were concerning actions on the part of the Bank. When my husband was questioned regarding why there was a deduction in his pay, when in fact he received a merit increase, again we gave the bank the benefit of the doubt and did not complain. My husband provided the proof that he in fact received a merit increase, and his income went up, not down. We lost several weeks with the back and forth over this incompetence from the rep who was handling this portion of the applicationyet another person we were passed along to with no explanation. When we were told that they were reducing the amount that we initially requested, again we agreed to the new amount and did not complain. Was the questioning of the merit increase really an honest mistake on the banks part, or yet another method of dragging out the process to give the interest rate the opportunity to increase and provide the bank with the opportunity for the potential of one of our credit scores to go down? So far Citizens bank is winning, the interest rate has gone up 2 basis points since the onset of the application and, I did have a discrepancy with two of my credit cards, which resulted in my credit score taking a significant hit. I am in the process of resolving the issue, however, it will take one to two more billing cycles for the issues to be completely resolved. To date, the closest weve come to an acknowledgement of our unfair treatment, came from the only person thats been of any help to us throughout this process -- XXXX XXXX XXXX XXXX On XX/XX/2022, she sent us the below email : Subject : XXXX XXXX XXXX up XXXX XXXX XXXX Per our conversation I honestly do not know why your application has taken this long.. everything I have asked you to provide you have done so the longest part is usually the transcripts but when I advised you of what was needed to have them waived you provided the bank statements. There is no reason from what I am seeing this should have taken 90 days and for us to have to re pull your credit to have your wifes score decrease as it did. The counter offer was accepted at the XXXX and our discussion you stated we said your income decreased you advised me you received a raise. I am submitting an officer of the chairman complaint for you and someone will be in contact with you. To date no one form Citizen bank has contacted us regarding the issues weve raised. As the XXXX XXXX of XXXX, XXXX, and XXXX I pride myself on being fair, judicious, and objective. However, given the cumulative incidents that my husband and I have endured throughout this process, I am no longer willing to give Citizens Bank the benefit of the doubt. I think there is a clear pattern of bias and discrimination on the part of Citizens Bank. I am well aware of the long and appalling history of systemic racism and bias both in the real estate and banking industries. The methods used to deprive people of XXXX of the opportunity to close the wealth gap by employing the very tactics that weve experienced in this process. I would think that given the current climate in the housing market, and the fact the current HUD Secretary, XXXX XXXX, has been implementing methods to eradicate the very methods that were used on us, Citizens Bank would be more mindful of their actions. Yet, here we arean XXXX American couple whose income lands them in the category occupied by less than 7 % of America 's population, seeking to gain access to the equity in our home, only to have every roadblock thrown in front of us, all in an effort to deny us access to funds that could help our daughter as she seeks to gain her share of the American dream. I am so saddened and disheartened by this experience. As a person who fights every day for equity for all, this experience makes me more acutely aware that the struggle continues for people of XXXX. Sadly, systemic racism is difficult to eradicate, and the people involved in holding up the structure never see the part they play in maintaining the system that makes it so difficult for people of XXXX to achieve their rightly share of the American dream. I hope you will take the time to investigate this matter. Thanks, you for your time and consideration, Sincerely, XXXX & XXXX XXXX
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I opened a checking account with Citizens Bank on XX/XX/2022. I opened the account with Promotional Code : XXXX. The promotion states you are to receive a {$400.00} bonus if you have direct deposits totaling {$500.00} and 50 transactions on the debit card that is linked to the checking account within 60 days of opening the account. I have met all of these requirements. I have called the bank several times and each time I am told a different answer on when I can expect to receive the {$400.00} bonus. I feel I am getting the runaround at this point. Any assistance you can provide would be greatly appreciated.
Company Response:
State: FL
Zip: 32812
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: There was a XXXX scam that happened to my account. I did not authorize this, XXXX is provided by Citizens Bank. The amount was {$750.00}, the bank refuses to stand by their XXXX and protections on the account and they refuse for whatever reason to return the stolen money to me.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened and account with Citizen 's Bank in XX/XX/2022 with a promise for a {$300.00} welcome bonus with a direct deposit of {$500.00} of more. Received a {$500.00} direct deposit in XXXX of 2022. Never received the account bonus, and the account was closed by XXXX 's, therefore leaving me unable to receive the bonus as advertised.
Company Response:
State: MI
Zip: 48038
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A