Date Received: 2022-09-19
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I had a savings account with XXXX. XXXX was purchased by Citizens Bank so my account was transferred over to Citizens. Instead of opening up another savings account Citizens Bank opened up a line of credit ( or personal loan ). I never had a line of credit nor ever requested one at XXXX nor any other bank. When I asked Citizens why they opened a line of credit in my name they told me because I had qualified for one under XXXX they opened up that type of account in their bank. I never used the line of credit at Citizens Bank, I called them and told them to close my account. The account was closed and then I received a letter from Citizens Bank stating that my balance was " paid off in full ''. I am afraid my credit score will be affected by this. This was not an isolated event. The same issue occurred to my sister as well. Can you please investigate as to why Citizens opened up a line of credit without my permission?
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: In XXXX I opened a joint account with my mother at Citizens Bank in XXXX XXXX XXXX At the time she was concerned about her diminishing cognitive abilities and had previously assigned me as her power of attorney. Since this account was opened we have had problems with the bank. On three occasions I was notified of possible fraud by Citizens and responded immediately. To date there is {$2000.00} missing from this account that is not accounted for which will impact my mothers abilities to get Medicaid once her resources are gone for nursing home care. In XXXX of XXXX my older brother presented the bank with an alternate POA document which was not valid because my prior POA was a durable power of attorney which made it very clear mother 's cognitive abilities were already in decline. The second POA is not valid as it never revoked the first POA and was printed off the internet. Furthermore my mother signed a revocation of the second POA in XXXX of XXXX. She claims that she was coerced into signing the second POA. The bank did not notify me as joint owner of the account when this POA was presented and I only found out when my brother attempted to hijack their account by adding their profile information to it. ( one of the fraud reports from the bank ) When I called the branch manager I told them the POA was not valid and my brother should not have access to this account. I explained I had been the POA since XXXX of XXXX. At the time checks were being presented against my moms account with my brothers address on them. I had no knowledge of this until I saw it later. Subsequently in XXXX of XXXX my brother withdrew {$2000.00} from my mothers account which has been verified by video footage from Citizens own security department. This occurred without my mom 's knowledge. I have asked the bank to send me the {$2000.00} in question, and to close the account immediately. I sent this letter in XXXX of XXXX and have not received a final response to date. I have called many times, sent emails and with no results. In fact Citizens bank sent a response to my letter to my brothers address rather than my address. My letter clearly stated my current address and my request to close the account. My brothers address has never been attached to this account profile. My proof of the bank sending this response to my brother is by way of a USPS informed delivery account I had created for my mother at my brothers home address. To date I have received nothing from the bank in writing. The last time I spoke to the chairman 's office about it they said they had their attorneys reviewing it. I reported this case to the bank as elder abuse which they said they took very seriously. Since this occured my mother has been XXXX in her retirement by my brother, for four months after relocating to a nursing home near my brother my mothered was prevented from contacting other family members and i have retained legal counsel regarding this and many other matters. I want the funds returned and the account closed. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX XXXX
Company Response:
State: WA
Zip: 98277
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Roughly three months ago I started the process of refinancing with XXXX XXXX. After the process, I was getting ready to close with XXXX XXXX and the underwriter requested the last 12 months payment history being reported on time. Upon requesting this information, XXXX from XXXX XXXX and I noticed my payments for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ( that were paid on time ) according to loan modification papers and payment history ( which is attached below ) are being reported for paying XX/XX/XXXX which is the beginning for my loan forbearance/ modification. Modification paperwork that I have agreed to had my payments resuming as of XX/XX/XXXX. My refinancing is all set pending I receive payment history reporting correctly or a letter on company letterhead stating those payments are for the correct months and have been on time, not thirty days late, for the last twelve months. XXXX ( XXXX XXXX XXXX XXXX ) and I have made several attempts by calling, emailing, and faxing, multiple times each way and have got the run around for the last month and a half. We have talked to many supervisors that have stated that the problem will be fixed. As of XX/XX/XXXX, XXXX and I haven't gotten any results or resolution to this matter. My refinancing time before having to re-apply and start this process again from the beginning is running out.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I received a promotional post card to open an account at Citizens Bank in XXXX, Ma. In XX/XX/2022. The promotion was for opening a checking account or a savings account and subsequently receiving {$300.00} for each account, after making 3 consecutive deposits over the next 3 months. The {$300.00} should have been credited to my account in XX/XX/2022. At the time I opened the account I inquired as to whether I needed to open a checking account and a savings account. I was told by the bank representative that I did not have to open both accounts. I was assured by another bank representative, XXXX XXXX, that I would qualify for the {$300.00} for opening a savings account alone. I met with XXXX and opened the savings account with the understanding that I would receive the promotion after making the required monthly deposits. I made the required deposits. The {$300.00} promotion was never credited to my account. I called the bank in XX/XX/2022, and was transferred to an escalation supervisor, XXXX XXXX in Pennsylvania ). XXXX told me I was required to open a checking account at the time I opened the savings account under the promotional offer. She said I would receive no money. Her response was not consistent with what I was told by bank employees at the branch where I opened the account. On XX/XX/2022 I contacted XXXX XXXX at the branch bank where I opened the account. He looked into the matter and told me I would not be receiving the promotion. I would not have opened the account if it had been made clear that I wouldnt have qualified under the promotion. I retained the post card that had been sent to me, and it is not at all clear that both accounts needed to be opened. Two people from the bank branch also interpreted the promotion the same way that I did. The promotion is clearly misleading. I am an XXXX and my husband is a XXXX XXXX We both considered the promotion as only requiring one account ( savings or checking ) to be opened. Branch employees agreed with out interpretation. The misleading promotion turned out to be a waste of my time in opening an account, and following through on meeting the required monthly deposits. Please investigate this matter, as I feel the bank has fraudulently led people to believe they will be receiving something they had no intention of following through on. Thank you in advance for looking into the matter
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: A block was put on my account ; apparently, when I went to change the password as instructed, the app either didn't recognize it ( because I changed the password ), or something else created an issue. I was told that, because I moved out of state, any activity could have triggered an alert which may have blocked my account. The problem is that the phone lines that were offered to me to resolve the issue are either not working or someone forgot to do something while using the phone system, which wreaked haavoc when trying to contact anyone in the fraud department. I was given several phone numbers to try ; each had the same message : 'due to unforeseen circumstances, we are unable to take your call at this time. Please try your call again later. ' This outgoing message has been going on for DAYS ... now, I am unable to pick up my prescription, and as a high risk for XXXX patient, I think that this unforseen circumstance could have been better handled and forseen by the bank administrators. I had to speak with an unruly bank representative and called her back ; she hung up because she didn't have anyone there to help, and my personal banker was with another customer in a meeting. I was finally able to reach my personal banker, but all the numbers she offered had the same outgoing message.
Company Response:
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-17
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: To Whom it may concern, Thank you for your response on XX/XX/2022 addressing my dispute of a credit inquiry I did not authorize on XX/XX/2022 at XXXX XXXX XXXX XXXX. Thank you for revealing your source of how you obtained my credit information. However in accordance with the law 15 USC 168b : Permissible purpose of consumer reports include : employment, insurance, CREDIT, gov charge cards, child support, ext. Company MUST prove they had your permission! The Fair Credit Report Act requires that a creditor be able to verify the written authorization of the consumer giving the creditor permission to review their credit. If you can provide a copy of the application electronically or physical authorizing the disclosure of credit files with my signature, I will accept the inquiry. If a signed authorization electronic or physical can not be found please remove the inquiry from the main credit bureaus XXXX. The presence of this inquiry is adversely affecting my credit report and is impeding my ability to obtain necessary credit. Time is of the essence so I would greatly appreciate a response from you within thirty ( 30 ) days. Please mail me the copy of the signed application or letter indicating your intention to delete the inquiry. Best Regards,
Company Response:
State: IL
Zip: 60624
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed for help with the mihaf program in XX/XX/2022 I also filed for a loan modification with citizens bank. I was working with both companies. I was having a hard time getting an application to citizens bank so I called I had the bank fix their internal problems so I could submit my documents online. Once the application was received I was awaiting a response. The mihaf program approved me to pay my mortgage. I also stated this to a representative of loss mitigations to citizens bank. Citizens bank put my house into foreclosure without informing me. They also sold my house with in 2 days and XXXX me from my home and told the realtor who I had list the home that I was unable to sell or buy the home back. On XX/XX/XXXX my mihaf case worker contacted me and told me to contact you so seek help as this was an unlawful act. I am seeking to get my home back. When I was contacting the bank I was told I was approved for the modification although nothing was sent out to me then I was told after I was approved the turned around and denied it because the payments would be raised, this is not my first home modification and the payments has been raised and lowered in the past. My home was taken from me I was not informed I was approved or denied by the bank nor was I informed of a foreclosure and I was XXXX from my home and not giving my six months redemption period the realtor was XXXX XXXX
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On Thursday, XX/XX/22 I made a CASH deposit of {$1400.00} in a Citizens Bank ATM # XXXX located in the XXXX XXXX XXXX XXXX on XXXX XXXX in XXXX, MA. I accessed my account with PIN, and selected Cash Deposit. The door for deposits on the ATM opened and I inserted 14 {$100.00} bills. The ATM took the cash and proceeded to count it. After a while, it rejected 3 {$100.00} bills, then one more, and after another pause a last {$100.00} bill was rejected by the ATM. I waited and got a message from the ATM that the deposit could not be processed, and I got a short printout that had : ATM #, Date, Card # and Location, and stated " Cash Deposit Your transaction can not be processed '' and " Please contact your financial institution '' THE ATM STOLE {$900.00} from me, Did not define my account number or the {$900.00}! I AM OUTRAGED BY THIS. Thank god I selected a hard copy receipt or I would have no evidence of this thievery or incompetence whatsoever. After 3 phone calls - the first 2 dropped out - reason unknown, I was able to file a claim, Claim # XXXX. On Friday, XX/XX/22, not trusting the local ATM, I deposited the balance of {$500.00} with help from a Teller. Shortly after the {$500.00} deposit, I went online to verify the {$500.00} deposit and saw that {$900.00} had been put in my primary checking account, dated XX/XX/22 and noted as Credit Memo and Dda Credit. No apology. Repeat : No apology. No email or other notification that the {$900.00} deposit had been completed. I'm starting to really dislike banks in this era.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I am trying to get it removed off my credit I am XXXX on XXXX I dont have the money to pay the loan it will take me a lifetime and I will be XXXX and gone and still off I can not pay this so I asked the company can they please remove it off my credit they will not remove it I am struggling its a lot of pressure on me and my finances please please remove off my credit thank you.
Company Response:
State: MA
Zip: 02026
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My account with XXXX was transferred to Citizens bank due to a merger between the companies ( XX/XX/2022 XXXXish ). I signed up with XXXX for an account that did not allow overdrafts. If XXXX allowed my account to overdraft, it was their fault and so they did not charge me overdraft fees. When Citizens acquired XXXX, they took it upon themselves to change my account to one that allows overdrafts and overdraft fees ( since it's a way for them to earn more money ). When the ONLY branch in Maryland closed for remodeling, I was forced to change my {$7000.00} monthly direct deposit to a bank with actual branches. However, I still had some small {$30.00} bills that auto-pay from the Citizens account so I would XXXX the XXXX money to cover those expenses. On XX/XX/XXXX, a monthly auto-pay subscription charged my account {$5.00}. This caused an overdraft of {$3.00}. Then, two more smaller transactions occured bringing the total overdraft to {$6.00}. I was charged a {$35.00} fee for this {$6.00} overdraft. On XX/XX/XXXX, I was notified by Citizens that my XXXX account was deactivated. This made it very difficult to get actual cash into the bank to cover the {$6.00} overdraft. From XX/XX/XXXX- XX/XX/XXXX, I was charged an additional {$90.00} in overdraft fees for " extended overdrafts ''. When I called about XXXX on the XXXX, customer service did not notify me of my overdraft or the potential of additional fees.They offered no assistance or advice on how to remedy the loss of my XXXX. For an overdraft of {$6.00}, I have now been charged {$120.00} on a 15 day overdraft of {$6.00} ( equivalent to an interest rate of more than 1800 % ). I called and although I never agreed to an account that allows overdrafts, I was told I was automatically assigned to this account type. The EverValue Checking account offered by Citizens does not allow overdrafts and, therefore, does not charge overdraft fees when Citizens CHOOSES to allow the account to overdraft. THIS would have been the most equitable account to transfer me to from my similar XXXX account. I am requesting the {$120.00} in overdraft fees to be refunded as 1800 % on a 15 day loan of {$6.00} is excessive and unfair. Other banks do not charge fees when you overdraft less than {$5.00} ( the initial overdraft was {$3.00}, less than {$5.00} ) and some are less than {$10.00}. Citizens is taking advantage of unsuspecting XXXX customers who were not previously allowed to overdraft and gouging them with unreasonably high fees. Additionally, on XX/XX/XXXX, I was not informed that my account was overdrafted and I was at risk of having additional fees charged when I called about the XXXX deactivation.
Company Response:
State: MD
Zip: 21227
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A