Date Received: 2022-09-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Today, for the first time, I am reporting someone trying to SCAM me " and probably many others, including the elderly '' about my " their '' debit card with Citizens Bank. Please, help stop this. There is an " active '' link in the email that you may not be able to access from me posting it to this message. I will send you information from the email I received : Subject : Financial Fraud CITIZENS-ALERT : Your Debit/ATM card has being restricted due to an unusual transaction. Visit : XXXX to reactivate your Debit Card.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed a complaint as of XX/XX/2022. The company wrote back and indicated that my payments that they did research on had the wrong numbers attached to the payment. However, when I enter in my payment account numbers in properly, a " 0 '' is removed each time. As a result, I get charged a reversal fee, a late fee, and nothing is done about it. My next course of action will be through an attorney as this has been going on for over 6 months with no solution to it. I would like my reversal and late fees deleted, my account number getting entered in correctly, and a solution to this inside of 15 days. I have included a screenshot as of XX/XX/XXXX of my autodraft record with my correct routing and account numbers. When you save the number, for some reason, Citizens deletes one of the zeroes in the phrase. I have brought this up to a Citizens customer service rep every month, and they pass it on to a manager that doesn't get this fixed. Additionally, they won't remove my late fees because their system has a glitch.
Company Response:
State: PA
Zip: 15227
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-24
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: I have always had excellent credit. This last month I noticed a XXXX drop in my credit rating. I found that a credit card was compromised during a two-month period for monthly payments of {$28.00} each. This has since been corrected, but how can I fix the credit report?? I am devastated.
Company Response:
State: TN
Zip: 38117
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Opened business credit card account with Citizens bank ( all of my banking and mortgage are with them, so I accepted when representative offered me business credit card ). I always make my monthly payments on time and have XXXX XXXXXXXX app on my phone because I like to keep my credit perfect. I always check the app monthly and app shows my " card '' ending in XXXX balance is XXXX. I received a statement from Citizens for a bill of almost XXXX $ for acct ending in XXXX. I did not recognize account XXXX, i do not have a card ending in XXXX. I surely did not spend XXXX $ and I pay my account off every single month. I called Citizens credit card department and was told that XXXX is the revolving account and XXXX is just my personal card for that account, and that the card resets every month?!?!? I have no idea what they are talking about and I have never heard about this before. I have never received a bill for this XXXX $ before and now they said they reported my credit twice!!! I feel that I was misled into this card, the {$1000.00} in fees they added to the account and the credit reporting.
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I was not only denied but discriminated pursuant to 15 usc 1691 ( a ) ( 3 ), for extending myself credit. Fully outlined in attached document.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Opened business credit card with Citizens bank. Bank did not explain credit card terms and how the card worked during sign up. I pay card off every single month on centresuite app. I unexpectedly get a bill in XXXX for {$8000.00} ... .after viewing monthly statements every month on app that states nothing is owed on my account. I call citizens business credit card. They tell me that my credit has been hit, i owe {$1000.00} in fees and that the app just shows what is due on the card that is " attached '' to the business card, not what is due on the actual acct. Every payment I made, only goes toward resetting my card every month. The business card was adding up ad attaching monstrous fees to it. I have never heard of any bank or credit card company doing anything like this!!! It is horrible!
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: Hello, I had a credit card from XXXX XXXX ( last four digits of the account XXXX ). On XXXX XX/XX/2022 I purchased an airline ticket ( in the name of my mother XXXX XXXX ) from XXXX XXXX using the XXXX credit card - the charge was {$970.00}. After that XXXX sold/transferred their retail banking to Citizens Bank and my credit card account was transferred to Citizens bank XXXX but the credit card number had changed. I had to cancel the travel and XXXX XXXX have refunded me the amount, that I have paid for the ticket, to the original form of payment, i.e. into the XXXX credit card account ( last four digits XXXX ). The airline sent me the confirmation that they have processed the refund ( {$970.00} ). However, I no longer have access to my former XXXX credit card account and the account itself no longer exists at XXXX, as they told me several times. Therefore, I didn't receive the refund. I have called XXXX 3 times over the last 2 months and they refused to do anything, as they claim that my account was closed. I did not receive the refund on my Citizens bank account either. The records on the Citizens bank website show the original transaction for purchasing the airline ticket on XXXX XX/XX/2022 with the reference to the " old '' XXXX credit card number ( last four digits XXXX ). But there is no refund from XXXX XXXX on the Citizens bank account. I called Citizens Bank 3 times over the last 2 months and they kept telling me that they would investigate the issue and would respond- but I never heard from them. So at this time I exhausted all my options. It was not my choice to switch from XXXX to Citizens - it was a decision of XXXX and Citizens and I am fed up of wasting my time trying to get my refund and falling a " victim '' of their dysfunctional and inefficient handling of customers ' financial transactions.
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XX/XX/2020 I was a victim of an online travel agency that was taking money for trips that werent authorized or allowed due to Covid restrictions. As instructed by the company and other people who were also scammed I reported this to my bank. They refunded the money that I was scammed out of. XXXX dollars. When looking back through my statements they later took that money back out of my account a few months later and would not issue me my refund. Since there have been lawsuits against the company that scammed many people and others have received their refund by their banks. I still have not gotten my refund back from my bank.
Company Response:
State: PA
Zip: 18901
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This complaint is in addition to my first complaint filed on XX/XX/XXXX. Unfortunately, that complaint was filed as closed because the company FINALLY responded and it appeared they had resolved the issue. We received in writing from CitizenOne that our debt which was identify theft has been filed as so and we are no long responsible. We even received a check in the mail to pay us back for the payments we had been making. We received the offically letter stating closer of our debt and account from XXXX XXXX on XX/XX/XXXX. During the resolution process XXXX XXXX has been great and very responsive. This case was closed out on XX/XX/XXXX and starting in XXXX we have been receiving emails from CitizenOne stating we still owe a balance of {$1700.00} and requesting PAYMENT!!!!!!! I have called and left voicemail for XXXX XXXX multiple times and have given her TWO MONTHS to respond and again NOTHING! I am guessing since this complaint was closed once again the company does not care. The amount of time I have spent trying to to resolve something so simple is absolutely ridiculous. This has been going on for over a year now and yet this company has continued to do only what they have to. I want this issued resolved ASAP please. Original Compliant : XX/XX/XXXX someone stole my husband identity, his name is XXXX XXXX. Taking out multiple loans online for electronics. These loans included three different companies, two out of the tree were great. We had a police report, our local police investigation the issue. We were able to provide paperwork and documentation of the fraud and resolve the issue. However, the third company is Citizen Bank and they have been HORRIBLE! We have called and called and called and are always told ; we do not have many staff in the fraud department and no one is here to speak to you. We were give a fraud like we could call and leave a voicemail with no response EVER! We finally in XX/XX/XXXX to at least email us the fraud paperwork we needed to fill out and submitted it. Just to continue calling and getting the same line but no information. In XX/XX/XXXX some finally confirmed for me they received our paperwork and we should receive an email my the end of the month with instructions on what they needed from us. Well we never got that email. The fraud line now no longer even takes voicemail, its just hangs up on you. They recently gave me an email address which again no response. I have offered multiple times to send our police report in and they just tell me someone from fraud will have to talk to me. At one point we were making payments on this loan to ensure it did not hit our credit, they are stopped taking our payments and our online account no longer shows a balance but I can not get ANYONE to speak to me about the claim. Is it resolved? I am literally in tears over this. I have no where to turn. I ask to speak to a supervisor or someone higher up and they just tell me there is no one for you to speak to. I am sorry. The emotional stress this has caused my family and I is in describable. Please help me.
Company Response:
State: NC
Zip: 27302
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX - Was refused customer service records ( by XXXX XXXX # XXXX ) unless I had a subpoena. Also - when I asked about what company audits XXXX XXXX XXXX ), was refused that information and was refused Employees Name and ID number. This all had to do with a loan repayment that XXXX failed to allocate correctly. As this was the XXXX time I have had to call about these payment problems, I was looking for answers. My XXXX XXXX has been affected because adequate funds were provided to XXXX, then did not allocate them correctly and sent money back to refinance company when money was still owed on loans. XXXX never contacted me about the allocation being incorrect. Waited XXXX XXXX and then stated the loan payment was past due. Placed call to XXXX to find out how this happened and was told XXXX should have corrected this issue and allocated funds so loans would be resolved. XXXX XXXX later I start getting calls from a collection agency saying they are calling for XXXX. Since XXXX I was paying the interest on our daughters loan. Every XXXX I paid more than was required and every XXXX XXXX or so I would get notice that there was a payment that was late. When XXXX was called, they said because I did not provide loan numbers, even though there was an excess of money, funds were not allocated correctly. I changed the way I pay, added loans numbers, same problem. This time it was because the loan payments were set for the XXXX and XXXX and I was only paying on the XXXX. I had many phone calls and asked for help with this many times and were always assured XXXX would take care of the problem and our payments would be handled correctly. They were not handled at all, the same mistake was made over and over again and my daughter and I are the ones penalized
Company Response:
State: PA
Zip: 18914
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A