Date Received: 2022-10-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX a stolen and fraudulent check was cashed in my wife 's name from our joint Citizens Bank checking account for {$800.00}. I immediately alerted the company through their 1-800 number, and let them know that a police inquiry had already been opened because our car was broken into the prior day. The check book was frozen and the bank charged us {$35.00} to get a new checkbook. We were told we would have to wait up to 10 days to hear back. I called the police detective of our open investigation and alerted him of the fraudulent transaction, as well as sent him a copy of the checks and the criminal 's photo ID. Later that month we received a letter ( dated XX/XX/XXXX ) that the investigation into our stolen money had been closed because the signature " appears to match other items that have been paid on your account '' despite the criminal having been arrested with the name our check was made out to. This criminal also attempted to cash a check from my personal XXXX XXXX XXXX bank checking account for {$800.00}, however this superior institution called me to confirm the transaction was accurate. We contacted Citizens Bank again, and we were told we had to obtain a police report to have our case reopened. The police rejected our formal request for this document, citing the ongoing investigation. We have again reached out to Citizens Bank but have not heard back after several weeks. Throughout this whole process we have been met with poor customer service, long waiting times, and frustrating inaction. This is not a trivial amount of money and we hope this situation can be resolved soon.
Company Response:
State: NY
Zip: 14226
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: 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: Hello, my name is XXXX XXXX, and I'm writing to request your help in contacting this company. I attempted to contact them in order to see why someone had created an account in my name. This is a serious matter, and I'm disappointed that it's now having an effect on my credit score. I do not give anyone permission to use my name, date of birth, or any other personal information since it violates Data Privacy. They must determine who started the account in my name and simply transfer the information to that person. Kindly help me in fixing this issue.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been charged {$510.00} in overdraft and sustained overdraft fees for XXXX XXXX transactions from XXXX. {$290.00}, {$240.00}, {$190.00} and {$190.00}. Citizens Bank sent me no notifications of any kind, but between XXXX and XX/XX/XXXX they recharged the same {$140.00} overdraft and {$30.00} sustained overdraft charges every three days for the same items. Despite the fact that they never paid them. My account is now overdrawn {$500.00} - all overdraft fees. I called customer service on Saturday XX/XX/XXXX at XXXX and was told I would get a supervisor callback. No one called me that night despite being open until XXXX. Today they claim they can do nothing to reverse any of these charges. Can someone please help.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This bank charged me 7 fees because they " decide '' how and when to post your money and allocate funds. I deposited enough CASH ( which should be available instantly according to their XXXX ) to cover my overdraft charges. I figured since I covered them all that if I overdrafted again I would get ONE charge so I made one charge. Well they didn't post the cash and they didn't apply it and left everything pending and charged me 7 overdraft fees @ XXXX each because they did the overdraft fees in batches ( one at 4 OD fees @ XXXX and then another for 3 for {$100.00} ) even though I had enough cash to in there to cover everything but ONE. They did refund four but refuse to refund two more and I refuse to pay the {$170.00} I owe them now, I told them I would accept ONE OD fee for {$35.00} and pay {$100.00} or whatever it comes out to be from my one XXXX dollar charge but they said since they waived 4 they wont waive any more then tried to upsell me a account with maintenance fees. I REFUSE TO PAY THIS BANK ONE CENT, I WANT THE ACCOUNT CLOSED and at this point i will ONLY pay the amount I owe without *ANY* fees attached or I won't pay one cent at all and they can keep tacking fees on while the account is stagnet until they close it
Company Response:
State: DE
Zip: 19702
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: 2022-10-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2022 Greetings : During the first week of XX/XX/2022 Citizen Bank telephoned me. Citizen Bank mention my debitcard had been compromised. This was a recording. I didnt follow though by pushing buttons. In turn I called Citizen Bank to speak with a representative. At that time a representative mention charges to XXXX, XXXX, XXXX, XXXX, XXXX. I denied the purchases, and Later I called Citizen recalling. The XXXX this is my purchase. The representative refiled a second claim. Next I receive a letter saying there was no fraud. These circled purchases arent mind. My debit card has never be out of my possession. The only person that knows my pin is only know to me XXXX XXXX. I went to Citizen XXXX 2022 and receive a new debit card with same pin. Lastly I have been a client in XXXX XXXX In addition as child until theyre new names XXXX XXXX XXXX and now Citizen Bank XXXX I hope keep my relationship with them. Please dont allow Citizen Bank to take my hard earn labor. Sincerely, XXXX XXXX
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Problem when making payments
Subissue:
Consumer Complaint: I am responding back to the Citizen XXXX response. After I made my complaint with CFPB XX/XX/XXXX. XXXX from Citizen XXXX called me on XX/XX/XXXX at XXXX XXXX She stated she would invesigate and call me back. XXXX never called me back. I just received a response letter post dated XX/XX/XXXX. I paid {$25.00} less on my first payment because I was tild to do so by a Citizen XXXX representative on the first call. I was given a credit by XXXX 's company for XXXX Monday the day I purchased the television. I also had returened a pair if earrings to XXXX 's during the first 30 days of finally receiving them to my home. I have asked for an investigation since XX/XX/XXXX and obviously have been brushed to the side. I have requested apayoff to prevent continuous interest buildup. The procrastination of the Citizen XXXX representatives is causing me interst. The same interst that that XXXX the representative is saying I owe. This is my third complaint about Citizen XXXX. I requested an investigation of the calls made to the company on XXXX XX/XX/XXXX. I spoke with a representative about my payments were beyond the payment installment schedule. That representative told me that there would be one more payment coming out of my bank in XX/XX/XXXX ( a television from XXXX 'S department store ). I requested to make the payment & pay the television off during the XX/XX/XXXX conversation. I was told by the said representative that two accounts were listed, I said I was about to finish an installment for the television & had just purchased a laptop. There were two interest rates & it was being charged for the higher interest rate instead of separate purchases. The previous supervisors that I spoke to on XX/XX/XXXX ( XXXX ) saw this as well. She stated she would call back and never did as well.
Company Response:
State: NC
Zip: 28358
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I had a couple transactions that I couldn't postpone draft from my account on XXXX XX/XX/XXXX, the day after a national holiday so my payroll was deposited Wednesday instead of Tuesday. I tried to have the transactions held off a day but was informed that the ACH is sent 3 days in advance to the bank so they can honor it on the date it's for and they have no way of stopping it, which seems Neanderthal in this day and age. Technology, especially regarding finances, should always be real time. So then I could only deal with my bank about the charges. The bank previously told me ( on another occasion ) as long as they were covered by XXXX the next business day, I would not be charged the overdraft fees through their " Peace of Mind '' program. My payroll deposited the next day, and I switched out the remaining money into my other bank account to cover some bills. An XXXX subscription then came out for {$10.00} and overdrafted my account by {$10.00} and I didn't see it until the NEXT day. My fees did not get refunded so I contacted the bank and they then told me because my account was overdrawn by {$10.00} from a NEW transaction, not the ones that were covered by the XXXX XXXX XXXX program which I already paid IN FULL, that I wouldn't be refunded anything. The new transaction had nothing to do with the other fees and it was {$10.00} that could've been deposited had they notified me. I find this predatory and extremely unfair that I should have to lose {$170.00} in fees which they promised me because of an unrelated {$10.00} charge that would've been covered either by a deposit or the {$170.00} in fees they were supposed to refund me. These banks do not tell you any of these technicalities - as a matter of fact, I don't even recall being told about the XXXX XXXX XXXX through any notification or literature, other than what reps tell me when I call to complain. It literally is like they just play with my money and add all these rules and stipulations as they go along. I was never sent anything, signed off on anything, and the last time they told me they were holding my funds, I complained about it and they sent me a " resolution '' that had nothing to do with why I complained. So they take my money at will and then to appease the CFPB or OCC, they respond with some corporate answer that isn't even related to my complaint in the first place. Money literally is necessary for life and as a consumer, I find it extremely disheartening that the government allows banks to charge people excessive fees at will, in the wake of the largest pandemic of this millennia, affecting God knows how many others besides me. You've got ta be kidding me!
Company Response:
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/22 a check was fraudulently cash on our HOA account. A check for {$520.00} was altered to {$18000.00} and cashed. A claim ( XXXX ) was filed XX/XX/22 with XXXX XXXX at the XXXX branch XXXX She said the check appeared to have been " washed ''. I have been calling and responding to all correspondence from the bank and have received no results. The declaration of Unauthorizes Endorsement as well as supporting documents were submitted to the claims department on XX/XX/22. On XX/XX/22 I contacted customer service about the lack of response and I was told this would be escalated to the Chairman 's office and someone would be in touch within 24-48 hours. I have called several times since then, received conflicting information, and no one has contacted me as of today. The police have complained about the lack of transparency, but have been able to work with XXXX XXXX to determine the account the funds were deposited into. Some of those funds are still there. We have done EVERYTHING that has been asked of us and it's hard to believe that our funds are not safe in a bank. We feel our funds should have been returned immediately and we do not feel that we have been protected as consumers. XXXX XXXX of the XXXX XXXX XXXX, MI police department XXXX has been doing an outstanding job, bur we are reaching the limits of his jurisdiction. We need help.
Company Response:
State: MI
Zip: 48111
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Further to the acquisition of XXXX XXXX US retail business in early 2022 XXXX XXXX failed to implement appropriate systems and controls for the on-boarding of customer information from XXXX leading to errors in addresses and omissions in the contact data recorded for XXXX customers XXXX Furthermore, Citizens lack of appropriate systems and controls prevented customers that had been affected by these errors from contacting the group to discuss these problems. As an affected customer I wrote to Citizens group in XX/XX/2022 to explain my experience and ask for them to ; a. assure me that the lack of appropriate systems and controls would be addressed b. assist me in resolving the specific issue I had experienced as a result of their errors and inappropriate systems. Further to raising this complaint Citizens did not investigate the lack of appropriate systems and controls and did not provide an adequate solution to resolve the issues I had experienced. Full details are included in the letters sent to Citizens XXXX on the XXXX of XX/XX/2022 and XXXX of XX/XX/2022 along with supporting documents.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My account was stolen over XXXX worth of money, I have contacted Citzens back and have asked them for a temporary credit, so I can pay my bills right now. They have been declining my request when I told them my card was stolen and I dont have it, I really need this money back,
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A