Date Received: 2023-12-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened my Citizens Bank account in XXXX XXXX XXXX Since starting an account with Citizens, I have overdrafted the account unintentionally and have consistently cured the overdraft within 24 hours with recent exception to a 2 day period in which I did not realize that I had an overdraft. I have banked with my previous institution for over 6 years and they did not offer an overdraft protection program for Debits. I did not realize that Citizens was allowing me to overdraft for debit transactions and was not notified until the following morning ( almost 24 hours later ) that I had overdrafted my account. I understand that it is my responsibility to monitor my account. My fiance and I have had a lot of moving parts with our finances due to the insurance payouts and waiting for payment back from insurance but this is not typical for me to allow my balance to become low. If you look at the monthly average of deposit there is not typically a need for me to be in a deficet nor was I depending on Citizen 's to carry the burden. As stated in the Citizens Personal Banking Terms and Conditions : X. Insufficient Funds, Overdrafts and Returned Items : If you provide your consent, then we reserve the right on a case-by-case basis to authorize and pay, at our discretion, such an ATM item or a non-repeating everyday debit card item, and charge you an Overdraft Fee. However, if you have not permitted us to pay these types of items, then we will decline the transaction and will not charge you an Overdraft Fee. We are under no obligation to pay an item and create an overdraft. Our honoring of one or more overdrafts does not obligate us to honor any future overdrafts, and you should not rely on us to honor an overdraft even if we have done so in the past As stated above, Citizens at its discretion, authorized the overdrafts on my account. I have never called and asked for the fees to be removed or argued that the overdrafts were not correct. I simply paid the fee whilst bringing my account to current. Fast forward to XX/XX/XXXX, my XXXX signed his payroll check over to me as he frequently does as he does not do well with transferring, paying his bills etc. I deposited this check on XX/XX/XXXX. I also deposited a check from the owner of the company that I XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ) in the amount of {$20000.00}. Which he has since communicated with his bank XXXX XXXX XXXX XXXX ) is valid and authorized. The morning of XX/XX/XXXX, I checked my account around XXXX. The negative balance had been cured as my XXXX check had posted. The {$20000.00} check had posted {$200.00} with the rest pending. I had expected that to happen and went on with my morning. About an hour later, I went to use my card at a convenient store and it was declined. I immediately went to log into my mobile app and it said my username & password were incorrect. When I tried to reset my mobile credentials by using my social security number, it said my account could not be found using my social. I checked my missed calls, texts and emails, there were no notifications from Citizens. I am not concerned about the {$20000.00} check from XXXX XXXX XXXX taking additional time to post. It is not a typical transaction for me although it is valid and authorized. I am concerned because I have XXXX XXXX bills, and XXXX coming up. I am going to have my electricity and cable turned off, and my housing payment has not been made as it is the first week of the month. Had my account NOT been frozen, I would have had access to my normal direct deposit of {$2300.00} regardless of if the XXXX check cleared and I would have been able to make arrangements with my current bills. I had to ask my employer to hold my direct deposit and write a check so that these funds would not also be frozen as well. IF i had not contacted my employer in time, I would have had zero access to funds for myself or my family for the last 5 days. Again, I have XXXX XXXX I immediately called customer service after finding out my card was not working. They told me that my account was under review and I could not use my debit card or mobile banking. From XX/XX/XXXX until today, I have not been contacted by Citizens in any way shape or form to inform me that my account is being held. I have initiated every single conversation asking when my account will be active so that I can pay by bills and cure accounts that are trying to charge my account. I have called and spoken with numerous representatives. -Telephone Rep : Account is under review and frozen and they can not give me any other information. -Phone Rep : Account under review need to wait for letter in the next 2-3 days but did not think account would close permanently. XXXX XXXX XXXX XXXX XXXX : Stated it is likely under review because of XXXX check. When I asked why Citizens is blocking my entire account and not just the check by itself, he said he did not know and that it did not seem right and to wait a couple of days and he was sure everything would be cleared up and I could come in for a new debit card. Phone Rep : Account is under review, no other information, no deadline as to when I will hear from the bank regarding this freeze. Could take 2 days, could take 1 year. There is no answer that they can provide me. No other party I can speak to. Phone Rep : I cant tell you why account is under review. The bank can do it for any reason they want based on terms and conditions and they do not have to provide a reason. No deadline. Nobody to speak to. XXXX Bank Teller : Very nice. Apologized and said this is not right and she feels someone made a mistake. Citizens should not be holding the check and freezing my entire account at the same time. Said to make an appointment with branch manager but that he would not return until XXXX and I told her I could not wait that long to have access to my account. I have obligations to pay my bills from this account and 2 very major bills due at the end of the week. Phone Rep : Account is under review for fraudulent activity, then when transferred to a supervisor I am told this is not true. When I asked to speak with the back office, I was told by the supervisor that it is not possible for me to speak with them and the supervisor also said that he does not have any contact with them. XXXX Branch Manager : Called back office and was told it is because of overdrafts. I explained to her our recent flucuations with the insurance company and that this is not typical. I asked if I could talk to someone making these decisions to explain my side. She said no that was not possible. She said that the XXXX check will post on Friday and if Citizens does not reopen my account that I can come and withdrawal the funds and there may be some " other options ''. I find this odd as I have almost immediately cured any over drafts that Citizen 's authorized themselves and paid the Fees. Most recently {$170.00} paid to citizens in good faith for transactions that Citizens ultimately authorized. If I was in a position that my account may be closed due to overdrafts, why is citizens still allowing them? Why would they not warn me that this could happen or take away the ability to do so. This is completely hindering my ability to meet my fnancial obligations in terms of essential living and support my XXXX children. My mother has been assisting because she feels she has no choice because I am getting nowhere with the bank at this point. I have not received any solid information from calls and visits initiaed with Citizens employees but I am even more disappointed that I have not received one notification from Citizens warning me about overdrafts potentially causing account closure ( even when authorized by them and PAID by me ) and I have not received a single notification from Citizens even notifying me that my account is completely frozen. I would like Citizens to unfreeze my account and allow me to bank the way that I typically do ... Without overdrafting. Finally, our insurance claim is over and I have received this payment from my boss to assist in catching up from this mess of a year. I finally have an opportunity to sort out my financial situation and begin to live normally again, and Citizens blocks my account. It is extremely discouraging- especially when I can not even get a straight answer. I am an honest and hard working person- I deserve an answer or a solution at minimum. Please provide some information so that I can project the holidays and the upcoming month of finances for myself and my children. Thank you, XXXX XXXX
Company Response:
State: MA
Zip: 02038
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: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Trying to sell our house and have the buyer assume our mortgage. It has been 90 days. We've been lied to, refused to give information, told we couldn't get updates on a loan that is under our names. We still to this day have had 0 communication from Citizens.
Company Response:
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi, I signed up for a Citizens Bank One Deposit Checking in early XXXX and applied online with a promotional code that was accepted upon applying. ( XXXX ). The promotion was as follows : Get {$300.00} when you open your first new personal checking account and make a direct deposit of {$500.00} or more within 60 days. Earn {$2.00} for every debit card purchase you make, up to {$100.00} within the next 60 days. The agents on the phone confirmed that I completed both the direct deposit and the 50 transactions and specified that per the terms I should be paid by XX/XX/XXXX. Unfortunately, I did not receive the bonus and after calling three times and asking for information, I was told different reasons such as, the " promotion was not linked to your account '', " you had to go in branch '', etc. Agents were dismissive and did not want to resolve the issue. In fact, this promotion seems to run all year round as I can still find it at XXXX : XXXX? XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Citizens Bank took my funds from my Checking account and my Business account and said they debited the accounts and put an overdraft fee on top of the funds they stole from my account Business # {$100000.00} and my checking # XXXX XXXX where did they send my funds to? Its Bad to Rob a Bank But Okay for A Bank to Rob customers? I Need answers their not providing any answers or Showing where they sent the funds to? Contact me XXXX
Company Response:
State: NY
Zip: 14207
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: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Hi there refusing to open a account with me there I'm XXXX ca n't drive because I have a XXXX XXXX order so why can't I open a account with them
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received an email from I received an email from Citizens Bank on XX/XX/23 stating that my real estate taxes to XXXX XXXX XXXX were paid from my escrow account. The email stated that the transaction was processed on XX/XX/23 in the amount of {$1800.00}. After researching why the taxes were still showing due, I located on my Citizens Bank online account the address to where the payment of taxes was sent. The address that Citizens Bank sent my tax payment is incorrect. Specifically, the zip code is incorrect. I subsequently contacted the mortgage department at Citizens Bank that XXXX real estate tax payments. I explained to them the error and I was advised that they would research the matter and that I should check back on XX/XX/XXXX for an update. The representative went on to say that I could also make the payment myself. I was flabbergasted with this advice as I have my taxes paid through escrow. This basically would mean XXXX paying twice because of Citizens error. In addition, the tax bill from XXXX XXXX XXXX is sent out by XX/XX/XXXX and due on XX/XX/XXXX. I also mentioned this to the representative and I was told that this is common practice. Ive had many mortgages with major banks such as XXXX XXXX XXXX and XXXX, and they always paid my taxes when they were due, and not after the due date. Therefore, I doubt that this is common practice and I question the legality of this practice by Citizens. As of this writing, my taxes with XXXX XXXX XXXX are still showing due. Im requesting that the following be done by Citizens : 1. Correct the zip code error and reissue tax payment forthwith as taxes will be delinquent on XX/XX/XXXX. XXXX. Allow me in the future to pay the real estate taxes myself and not have them escrowed. And adjust my mortgage payment to reflect not having taxes escrowed.
Company Response:
State: NM
Zip: 88011
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Citizen is report an account number # XXXX in charged off status I demand they remove this from my credit report. This is my formal dispute and if you don't remove it I will seek fines and sue you and transfer it to a consumer attorney for possible legal action Thanks XXXX XXXX
Company Response:
State: NY
Zip: 11691
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have a savings account wherein Citizens Bank randomly started to take money out in the form of monthly fees so that my savings account actually got smaller rather than larger, and over the years has dwindled to nothing. They also cut the interest rate being paid to way below what they were paying even though interest rates have gone up significantly! I dont know how many years it has been going on as they only have been able or willing to see back 18 months. My account went from hundreds of dollars to {$5.00}!
Company Response:
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: citizens bank said they were going to deposit my bonus by XX/XX/23 but it did not show in my account nor was it pending and i am not the first they have not given the promised bonus
Company Response:
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Unauthorized withdrawals or charges
Subissue:
Consumer Complaint: citizens bank owes me XXXX for a disputed charge, however i am recieving letters from a debt collection agency for XXXX I have paperwork proving the monies owed and I am still being harrassed by the debt collection agency.
Company Response:
State: RI
Zip: 02905
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A