Date Received: 2022-10-06
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XXXX transferred my Savings Account to Citizens in XX/XX/2022. XXXX did not charge my account any service fees. Citizens immediately began charging me dormant fees, service fees, and now statement fees. I did not consent to all these fees, and Citizens did not clearly advise me of the change in terms during transfer.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I got this loan as a requirement to get an XXXX XXXX XXXX through XXXX. Wanted to pay the full amount, but they had limited stock and bundled it with this installment loan. I paid off the balance within a few months and thought it would be closed since it was an installment loan. It never closed. I called in XXXX and requested the account be closed. A few months later, it is still on my credit report as " Open ''.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a mortgage through Citizens Bank and in the last week ( XX/XX/2022 ) before closing the an employee ( XXXX XXXX XXXX said there was a " hiccup '' with the loan. I lost my temper because this was the second time that an XXXX hour request for documents that threatened to jeopardize the deal had been made. I threatened to take legal action against Citizens if they cancelled the loan, as well as file a CFPB complaint. Communication between myself and the loan officer broke down at that point and a manger told me that the file had been referred to " customer care '' for " escalation. '' I was further informed that my communications triggered the transfer of the file and that there was nothing that could be done. It is also worth noting that I have been approved for a grant through the City of XXXX to cover closing costs. Documents have been submitted to the city of XXXX that establish that I had been approved for a mortgage through Citizens. Because Citizens did not transmit documents associated with the closing of the sale to the city two days before closing ( XX/XX/2022 ), so that the closing costs grant could be disbursed, my loan has not been properly processed. I can only guess about what has caused the " hiccup '', and my best guess is that a student loan appeared on my credit report during the final stages of the closing process. Nonetheless, I have relied on Citizens to enter into a contract to purchase XXXX XXXX XXXX, XXXXXXXX XXXX XXXX and now that contract is now broken as a result of Citizens inaction. Citizens has demonstrated an unwillingness to even make me aware of what information they need to grant final approval for the loan. I have made repeated attempts to get them what they want to close on the loan. They have not responded to my requests.
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I went to my bank, Citizens bank on XXXX XXXX in XXXX PA XXXX and asked them to cash some XXXX bonds I have. I have my accounts with Citizens bank. They refused. I then went to another bank, and was told if I had an account with them, they would cash my bonds. I want Citizens bank to cash my bonds as others banks would do.
Company Response:
State: PA
Zip: 19064
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This complaint is made to provide insight to what can only be described as shoddy and careless practices by Citizens Bank toward consumers using its checking account services. Prior to describing the specifics of these practices I want to provide relevant history. My checking account was obtained by Citizens when it purchased XXXX XXXX XXXX and XXXX XXXX employee accounts in the late XXXX. While banking with XXXX XXXX as an employee, and subsequently with Citizens, an account history which began in XXXX, this account has never been overdrawn nor had any reason to require Citizens managements attention. On XX/XX/XXXX, I attempted to make a transfer of cash from XXXX XXXX XXXX Citizens in the amount of {$15000.00}. I made a mistake and got the transaction backwards and received confirmation that the transfer would be made from Citizens to XXXX. I did not have enough funds in the Citizens account to cover this debit so called XXXX to see if the transaction could be stopped. They indicated no and recommended I call Citizens to block the transaction on their end. I called Citizens Bank on XX/XX/XXXX and was advised by a XXXX that the specific ACH/EFT could not be blocked but I could put a general block on the account. I asked that such a block be placed on the account. I was advised at the time that I would have to call to remove the block as it could not be accomplished on-line. ( Citizens provided a notification that this call was being recorded ) On, XX/XX/XXXX, I went on-line with XXXX and saw the {$15000.00} transfer had been rejected. I called XXXX to confirm with an account representative this transaction would NOT be re-submitted. I immediately called a Citizens Bank account representative to remove the block on the account. I was assured this was accomplished but would take up to 3 days to become effective. At this time, I was under the mistaken impression that everything was back to normal. ( again, Citizens provided a notification that this call was recorded ) On XX/XX/XXXX, I received notification from XXXX that my XXXX payment of my monthly bill of roughly {$210.00} was rejected by XXXX. As the account had, at this time, a balance of over {$25000.00}, I was surprised and called XXXX to find out why. After being placed hold numerous times I was advised that a block remained on my account. I explained that the block should have been removed on XX/XX/XXXX at my explicit instructions which they could verify using their own recordings. ( This call, too, was advised as recorded ). Even with the 3 business days lag the block should have been removed by Monday, XX/XX/XXXX, at the latest. On my XX/XX/XXXX call with Citizens I asked to speak to a supervisor. I was placed on hold numerous times while XXXX said she would get a supervisor to speak with me. Eventually, she indicated in order to speak to a supervisor I would have to wait on hold for 40 minutes. I specifically asked if she could have a supervisor call me. XXXX told me that was impossible. The only way I could speak to a supervisor was to wait on hold for 40 minutes. As I felt this was a standard policy ploy to discourage complaints and had no confidence I would be connected to a supervisor, at any time, let alone after 40 minutes, I declined. Subsequent to this phone call I have learned that additional ACH/EFTs have been rejected due, presumably, to the block that remained on the account well past my request it be removed ( including the 3 day waiting period ). These rejected debits include my Home Owners Association Fees, a monthly investment I make to XXXX XXXX XXXX, and my electric and gas utility bills. I have been charged a {$25.00} handling fee from the XXXX XXXX XXXX, a {$23.00} return debit fee by the utility companies, as well as a {$5.00} surcharge to use a credit card to pay their invoices. Most importantly, however, I feel my financial reputation has been unnecessarily compromised with entities with whom I do business. I have little doubt that eventually this will be put right but feel compelled to report my thoughts regarding Citizens and its customer treatment, particular the treatment of those stating they would like to speak directly to a supervisor, or someone, perhaps, capable of taking some action. I managed commercial accounts for XXXX XXXX XXXX for 25 years. At any time, should a customer have an issue, I could intervene and do so in a manner which could identify a specific transaction without placing a block of all debits to an account. This was not offered by Citizens as they dont care, or their systems are too antiquated to provide this level of service. I was assured in my XX/XX/XXXX call to Citizens the block on my account was removed ( even if it would require a three day delay ). It was not. Citizens on-line system does not provide information regarding transactions that are being blocked. I, therefore, had no way of knowing the block on my account was not removed per my explicit phone instructions delivered on XX/XX/XXXX, and transactions continued to be blocked. I only learned this when I began to receive notifications from my venders. Citizens clearly has little interest in hearing complaints from its long-term customers in good standing, or any others. Needing to hold on the phone for 40 minutes to speak to a supervisor is a shoddy and transparent ruse to discourage all complaints. Citizens provides no follow-up confirmations of any kind regarding these conversations. There is no notification by text, email, or letter, that a block has been placed, or removed, on an account. This, too, is substandard practice in a financial environment where virtually all institutions confirm their instructions by text, email, or mail. I am under the impression that the general block has been removed but I am unable to re-link the account to XXXX XXXX XXXX, or XXXX. XXXX requires a letter from Citizens stating the account is in a good status and can receive debits and credits from XXXX. The letter must include the name of the account holder ( me ), its account number, and the bank routing number.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I called Citizen 's Bank on XX/XX/22 and spoke with XXXX. I asked for a payoff amount and was told {$7300.00}. I asked her about the {$6800.00} I saw on the statement and was told it was for the principal only. I paid the {$7300.00} that day. On XX/XX/22 I received a statement from Citizen 's showing I have a {$74.00} balance due XX/XX/22. On XX/XX/22 I called and spoke with XXXX about the {$74.00} balance. He said that the previous rep gave me the incorrect payoff amount it should have been {$7300.00} and that's why I got a bill for {$74.00}. I explained that I paid what I was told was due on XX/XX/22. I asked to escalate the matter and was told that I could be on hold for XXXX XXXX XXXX XXXX XXXX XXXX to speak with a supervisor. He said that it's still my responsibility to pay the {$74.00}. I said I will call back. On XX/XX/22 I phoned Citizen 's again and spoke with XXXX. Explained the payoff and balance due. I stated that since the call was recorded is it possible to speak with a supervisor to help resolve this issue. I was placed on hold. XXXX got back online and said that his supervisor listened to the call and determine that {$7300.00} is the correct amount. He said the {$74.00} could be from late fees or something. I asked for the supervisor 's name and was told that he couldn't give out that information. I asked how can I be sure if I'm getting the correct information. I called in only to receive different amounts to pay, being placed on hold and unsure if the recorded call was really reviewed by a supervisor that can not be named. I'm receiving different payoff amounts after the fact, the bank can not verify what the {$74.00} is for and my credit report doesn't reflect that this account has been paid in full. Please help me to resolve this matter.
Company Response:
State: MO
Zip: 63376
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On or about XX/XX/2022 my checking account with Citizens Bank was accessed by XXXX The XXXX deposited fraudulent checks into my account and immediately withdrew money via XXXX, XXXX and XXXX XXXX. I caught the fraudulent transactions happening within a day or two because my account went into negative. I did not receive any notifications from the bank regarding suspicious transactions. After I reported the situation to the bank, I was directed to file several claims, which I completed over the phone. While XXXX and XXXX XXXX transactions were refunded, and the fraudulent checks were returned, to this day Citizens has not returned the {$3600.00} which were fraudulently, without my authorization, withdrawn from my account. Citizens is blaming XXXX for denying the claim. However, I believe because I had nothing to do with sending money via XXXX and money was withdrawn from my Citizens account, they should be the ones refunding the money they allowed to be stolen. If the issue is not resolved, I will be out of a lot of money due to Citizens refusal to honor our banking contract.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied to New York State Homeowner Assistance Fund, the program provides financial assistance to homeowners behind in their mortgage up to $ XXXX. NYS Homeowner assistance has not received a response from Citizen Bank, my mortgage servicer. If Citizen bank does not get a response from Citizen Bank, how are they supposed to be able to find available solutions like modifications on my behalf. New York State Assistance has been trying to get in touch with Citizen Bank since XX/XX/2022. Today, XX/XX/2022, I received a foreclosure notice from Citizen Bank. Mortgage rates have gone drastically up since NYS first reached out to Citizen.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Summary : We met with a Citizens loan officer ( we have done multiple mortgages with them, including refinances ) to understand our options while building a new home. The loan officer recommended applying immediately and paying for a rate lock because the interest rates were likely to rise ( which he was correct about ). We submitted a loan agreement in XX/XX/XXXX, with an estimated close date on our new house in XX/XX/XXXX. We made financial decisions based on the confirmation from Citizens that our rate was locked at that amount. Our loan officer was fired from Citizens in XX/XX/XXXX, and after months of back and forth, Citizens is NOT honoring the in writing agreement we have and letting our agreement expire in XXXX. They said we can reapply, but with interest rates around 6.75 % for a 30 yr, and with our mortgage being XXXX, that has massive financial implications to our family. Our ask is that Citizens allows us to keep our 4.365 % rate lock per the original terms of our agreement, and allow us to extend until we move into our new house in XX/XX/XXXX. Detailed timeline : XX/XX/XXXX : Met with XXXX XXXX from Citizens and as per his professional recommendation, we moved forward with submitting an application with a plan to pay to extend that rate lock until XX/XX/XXXX, when we moved in. Rate lock = 4.375 % with XXXX pt per 30 day extension. XX/XX/XXXX : Application submitted, XXXX was continually communicating with us with extensions XX/XX/XXXX : We get XXXX 's OOO and he reached out on XXXX to let us know he was let go from Citizens. We were close to an extension date ( XX/XX/XXXX ) and so we reached out to his admin for support, and found out she was let go as well. XX/XX/XXXX : I call Citizens support phone number to try and find anyone to help us. I speak with a person who says they will follow up in a couple of days. No response. XX/XX/XXXX : I call Citizens support again to see who will be helping us with our loan. I speak with a person who says they will follow up with me within 24 hours due to the urgency in needing to connect with someone before our XX/XX/XXXX extension decision. No response. XX/XX/XXXX : I call Citizens explaining the urgency that WE, THE CUSTOMERS should have a point of contact to decide if we want to continue the rate lock extension or NOT and that the date is XX/XX/XXXX. This person promises me follow up by a loan officer by the end of the day. No one follows up with us that day. XX/XX/XXXX : Intro email from our new loan officers, we respond and explaining the urgency of our situation XX/XX/XXXX : XXXX confirms estimated rate lock option of 30 year fixed : 5.375 % with XXXX points. This change would amount to XXXX in additional interest we will need to pay over the course of our loan but no action is taken to hold this loan. Citizens loan officers look into other options since Citizens is in the " wrong '' and is looking into options to make this right. XX/XX/XXXX : After almost a month since we have been working with new Citizens loan officers, we have no options in writing and rates on XXXX 's site are at XXXX. This change from what XXXX promised us amounts to XXXX in additional interest we would need to pay over the course of our loan. We escalate to Citizens via email expressing our concern and ask for their follow up. XX/XX/XXXX : Citizens loan officer confirms in writing that Citizens can and will do nothing to help us. XX/XX/XXXX : Submitting this complaint We have everything above in writing, in an email chain with Citizens employees.
Company Response:
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2022 I have initiated an ACH transfer from a XXXX XXXX checking account to a Citizens Bank savings account in amount of {$10000.00}. On XX/XX/2022 I have initiated another ACH transfer from the same XXXX XXXX checking account to the same Citizens Bank savings account in amount of {$5000.00} ( the transfer was requested on XX/XX/XXXX, but scheduled for XX/XX/XXXX ). This second transfer was canceled by Citizens Bank under the claim that it falls outside of its transfer limits. This information is deceiving t though because Citizens Bank publishes the following XXXX inbound transfer limits : - daily : {$10000.00} - monthly : {$15000.00} Simple math shows that my {$5000.00} transfer should have not been canceled. Additionally, on XX/XX/2022, two days later after my initial transfer, I tried to redo the {$5000.00} transfer from XXXX XXXX to Citizens Bank, which again was rejected due to " transfer limits ''. Attached is a screenshot showing the XXXX transfer limits published on Citizens Bank own website ( citizensbankonline.com ).
Company Response:
State: PA
Zip: 19111
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A