Date Received: 2022-08-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have tried several times to open an online savings account with CitizensAccess.com, a subsidiary of Citizens Financial Group. The online application keeps getting denied. The account application request last was denied XX/XX/XXXX. I have never been provided a reason for why the account was denied. I believe that I am being unjustifiably denied an account, as I have always had exceptional credit ( XXXX score is currently XXXX ), and I have obtained a copy of my XXXX report and my personal information is correct and there is no negative reported information on it. I escalated the issue within CitizensAccess and spoke to a supervisor on XX/XX/XXXX, but was only told that " the bank has decided to end its relationship with me '', and that there was no further info that could be provided, or anything further that could be done to resolve. I asked what consumer reporting agency they use in order to make sure there are no errors, and the supervisor did not have that info to share. As referenced above, I have always had exceptional credit ( XXXX score is currently XXXX ), and I have obtained a copy of my XXXX report and my personal information is correct and there is no negative reported information on it.
Company Response:
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One XXXX XXXX is the mortgage servicing company on my loan. They have reported that my home loan was part of a bankruptcy wich is not true. They have reported the account closed due to bankruptcy. Again not true. They have reported me to be behind by three or four months since last year around XXXX. Again not true. They have told me my payment went up by {$70.00} in XXXX of this year because they said I owed escrow over XXXX XXXX dollars for an increase and change of insurance. I changed to a much cheaper insurance policy and they were reimbursed for the premium payment they made to the old carrier. Yet they still say I owe them the money. They took my payment for XXXX which was the amount of my old payment rounded up - the payment is $ XXXX and I pay $ XXXX and they mailed a check for that amount back to me. I sent it back to them and they then sent the entire amount to escrow. Meanwhile they are reporting that I did not make a payment for XXXX at all!! They took the XXXX payment then decided to send it via check back to me and I sent it back. They just returned it again saying they do not accept partial payments! They never fully explained to me why my payment increased since my new insurance is over {$200.00} cheaper than the old one was and they were receiving a full reimbursement for the old premium they had paid! And of course they report it as me not having made any payment at all!! They accepted one of the three months that I did not pay the increased amount and said nothing to me about that month! So when I finally could see the difference I did the math and I owe them {$240.00}. I told them I would pay it but they will not accept it because they want me to pay for three months as if I never paid a cent! They got {$630.00} and now they want {$710.00}. On top of that!! They also claim that I have not paid the payment for XXXX of XXXX! I have already proven to their attorney and them that I have made that payment and all the other payments they claimed I missed in XXXX!! They stopped me from getting a refi from another company so I could get away from them by telling the new company that I had not made a payment for six months which was a lie!! They have reported that I still owe way over the amount I actually owe and they have reported that I have been in and out of bankruptcy like three times in the past five or so years. The worse thing about that is I have only had the loan since XXXX of XXXX!! They have not done business with me before that date. I was in XXXX XXXX when I purchased the home. I got permission from the court to do so. However that bankruptcy was in its third year when I purchased the home and the mortgage was never a part of the plan!! I have tried everything short of flying to the state they are in to go in person to talk to someone that could fix the mess they have created. I intend to send a certified letter to them to tell them that they need to correct what they have done. I want to get an attorney to protect me since theyare now threatening to foreclose again! But that will cost me at least {$5000.00} to retain a good attorney and I cant even get a payday loan because Citizens has totally destroyed my credit rating!! I was trying to start a business to help other XXXX veterans like me but again my credit score is in the trash spica t get any grants or loans!! I have been trying to get them to stop the discriminating against me for almost two full years. For a while they refused to take my calls! I haveXXXX and this kind of stress causes me to have flare ups that have caused me to be very Ill! I desperately need help!!
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Main Issue : Citizens Bank is in violation of the federal law under Unfair Deceptive Acts and Practices. I submitted an application for a " Modification Loan '' to get caught back up and Citizens Bank failed to deliver to me the documents that they required of me within their own deadline timeframe and then disqualified me from the hardship program when I did not return to them the documents that I never received. Now they refuse to take ownership of their mistake and have continued to make false promises such as " we will respond to you via email within XXXX business days '' yet I still haven't received this email and today is the XXXX business day. In addition, I have been hung up on twice during this XXXX month process by agents without any advance warning. Here is a timeline of the events that I will be sharing with my lawyer as well. Call History : - XXXX of XXXX : I called Citizens One and advised them that I fell behind my payments due to a XXXX, XXXX, and reduction in income. They enrolled me in a Forbearance Program that expires in XXXX months and advised me to pay what I can when I can. - XXXX of XXXX : I called Citizens One and advised them that I can't catch up my payments and asked for an extension to the Forbearance Program which was granted until XXXX of XXXX. - XX/XX/XXXX I called Citizens One and applied for a " Modification Loan '' by completing the " Financial Prevention Package ''. I was told that I would receive a response if accepted and that the Forbearance Program would continue until a decision is made. - XX/XX/XXXX I received a call from a notary on behalf of Citizens One. I asked what the call was in regards to and the notary said she could not discuss the details with me and that I would first need to contact Citizens One to discuss the details before she could speak with me. I asked if I could call her back after speaking with Citizens One and she said no, she would call me back after I have spoken with Citizens One first. - XX/XX/XXXX I called Citizens One asking why a notary called me and what this was in regards to. I was informed that a notary was assigned to me on XX/XX/XXXX for my acceptance into the " XXXX XXXX '' program and that I will work with them to sign the documents and officially by enrolled by XX/XX/XXXX. I asked if I should call the notary back to reschedule now that I have spoken with Citizens One and the agent advised me to wait for the notary to call me back to sign the documents. - XX/XX/XXXX I called Citizens One asking where the notary is ; it has been over a month, I haven't received a call back, and I am supposed to start the program on XX/XX/XXXX. I was advised to continue waiting and that the notary would call me soon. - XX/XX/XXXX I finally received the call from the notary at XXXX PM EST to sign the documents ; XXXX months after I first requested the call. The notary said they could not meet the same-day but could meet tomorrow. I scheduled an appointment with the notary over the phone for her soonest availability which was the next day on XX/XX/XXXX to sign the documents. - XX/XX/XXXX The notary never showed up to our appointment; ignored my call and text. She called me XXXX minutes after our scheduled appointment and told me that Citizens One cancelled the agreement and that I would need to call them to figure out why. - XX/XX/XXXX I called Citizens One advising them that the notary never showed up at the meet up location and left me waiting for over an hour. I was told by the agent that I missed the deadline for signing the documents and would need to send an appeal email to be re-enrolled and would receive a response to that email within XXXX business days. I expressed that this was not my fault and that I had done everything I was asked to do ; Citizens One failed to deliver me the documents within their own deadline and I asked to speak with a supervisor. My request to speak with a supervisor was declined. - XX/XX/XXXX I sent an appeal email to XXXX per the agents ' instructions and documented the situation in detail; asking for an appeal due to the bank 's failure to provide me with the documents and notary to sign those documents within their own required timeframe. - XX/XX/XXXX I called Citizens One XXXX business days later due to not receiving any email response. I was informed that I would need to fill out the " Financial Prevention Package '' again in order to be re-evaluated for the program as I was no longer in Loss Mitigations as of XXXX of XXXX. I explained that I already filled out the " XXXX XXXX XXXX '' in XX/XX/XXXX and explained that Citizens Bank made an error and should fix it rather than putting me back through this process from the beginning. The agent said there was nothing she could do until I sent in that package again. I asked to speak with a supervisor because this process has already taken 4 months and I would not like to start it over again due to their bank 's errors. I was told I would need to wait XXXX business days for a call back from a supervisor. - XX/XX/XXXX called Citizens One again on the XXXX business day for the email response deadline and asked to speak to a XXXX ; XXXX told me to wait XXXX more business days for a call back. I repeated my request to speak with a XXXX. The agent repeated their script to wait XXXX more business days. We repeated this exchange several times until the agent purposefully disconnected the call without any advance warning or notice. - XX/XX/XXXX received a " do not reply '' email stating that I have been removed from " a package '' and to call " XXXX XXXX '' if this was done in error. Phone number provided in the email was generic and directed to the automated system ; email said to " login with the link below '' if this was done in error but the email had no link to click. - XX/XX/XXXX Still no response for my appeal email. It has now been XXXX business days, XXXX day after their self-imposed deadline. No call from the supervisor either and today is the last business day they are supposed to call me. - XX/XX/XXXX Called Citizens One again and asked to speak with this " XXXX XXXX '' who emailed me but she was not in office. XXXX said they scheduled a call back request with her and that I should receive that call by tomorrow at the latest. I asked to file a complaint and the agent said they would write down my complaint. While I was advising them of my complaint in a calm and collected manner, they disconnected they call without giving me any warning. No doubt this issue will continue into the future with additional unfair and deceptive acts/practice which is why I have now taken action to file a complaint with the Consumer Financial Protection Bureau XXXX I have no faith that I will receive a call back from this " XXXX XXXX '' who is supposed to be my relationship XXXX nor from this XXXX XXXX XXXX either. This issue threatens my home and has caused me mental anguish over a XXXX month timeframe and that timeframe just keeps getting longer and longer.
Company Response:
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I pay my mortgage by phone. For the month of XXXX my phone payment did not go threw. As soon as I realized I payed it right away. It was less than a month passed due. Mine and my husband credit score went down XXXX points because of it. They did not and worn us. Please help up get the points back. Thank you XXXX XXXX
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In early XX/XX/2022, my husband & I received a promotion in the mail from Citizens offering {$300.00} to open a savings account and requiring three consecutive deposits of {$200.00} in order to receive the promotional deposit. I opened the account in XXXX, 2022 with a {$200.00} deposit and made two more subsequent deposits on or before the XXXX of XXXX and then again in XXXX. At that time I inquired of XXXX XXXX if the opening deposit counted toward the requirements of the promotion. She told me it did. XXXX kept the promotional card with the details and we were no longer able to read the requirements, so during the first week of XXXX, I spoke with XXXX by phone to inquire where our promotional {$300.00} deposit was and he assured me that we had fulfilled the requirements and that the promo payment would be deposited 30 days after our last deposit. We never got it. I followed up with XXXX in XXXX, who contacted Corporate and reported back to me that our opening deposit did not count. I believe this is a bait & switch maneuver and that the bank should never have misrepresented their requirements to us. In view of the fact they represented improperly, I believe they should be required to pay us as promised.
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: XX/XX/XXXX Received alert notice someone attempting to take out {$1000.00} from my XXXX. Call back and stopped active since I did not authorize that transaction. While speaking with dept noted a {$4800.00} check written on my acct XXXX and {$1800.00} on my daughter 's account ( that was cleared and returned ). Asked them to stop that check because it was a fraud, I never authorize that check. I was told that they can not do anything it is in the system. I can now file a claim when the {$4800.00} is taken out of my acct. XX/XX/XXXX the bank went ahead a clarr the check and give the person the money {$4800.00} out of my banc acc XXXX continue to ask the bank for my money, my online banking was closed. Left open was the acct that was missing money. And now all my bills I previously sent out started bouncing and returning.by XX/XX/XXXX the bank is sending me letters demanding their money for bounce check and overdraft. I'm negative XXXX. XX/XX/XXXX called again filed another claim for another XXXX $ again taken out of my acct with yet another check taken out on my bank acct fraudulently. Claim # XXXX I was told this was to be expedited XX/XX/XXXX and XX/XX/XXXX called to see status since I Am now blocked from online banking. No change again my acct cont to be compromised and the still researching. XX/XX/XXXX called again now a NCS block was placed in my account. Also told me ai have to put {$700.00} in my account to cover overdraft since that is what I owe. Now returned money of XXXX $ from my gas and XXXX from XXXX. Was returned and credit to my acct. Made formal complaint to banking Claim XXXX XX/XX/XXXX called again and was told that my request was refused. Again while speaking to the costumer svr He mention that it was {$10000.00} to which I corrected him. We now learned that the claim was file twice. One for the {$4800.00} and one for XXXX. I was denied my money back. Citizen owe my XXXX XXXX credited to my acct and all overdraft and fees they attached to my acct. This has cost me hardship, I am now late with and agreement that I have finally able to work out with my light and gas. I had a vacation starting onXXXX XXXX that I may not go with no extra money I had in my acct to spend. This has ruined my plans significant. More angry that Citizen was aware of the fraud and continued to allow this to happen. I had no bank check associated to these bank acct, how did the accept checks. Thank you XXXX XXXX XXXX XXXX XXXX
Company Response:
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Citizens Bank closed our checking account without any notification. The reason they gave was because the account was not used in XXXX days, however I tried to transfer funds from my XXXX XXXX account on day XXXX and the transaction failed, presumably due to the account being in a closed status. The account seems active on my internet banking app and is linked to our Citizens Bank HELOC where monthly payments are made directly from the Citizens checking account. I used the account on XX/XX/XXXX and then tried to send a payment on XX/XX/XXXX. No letters, emails or texts have been sent warning us this would happen.
Company Response:
State: NJ
Zip: 07040
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My banks account has been hacked twice today and once last month. I reported it last month and nothing has been done and I'm waiting to connect with them today. The band is Citizens.
Company Response:
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I just got a credit card bill the week of XX/XX/2022 and noticed that my credit score had dropped precipitously from the XXXX down to XXXX. I checked the credit reports and saw that Citizens Bank Credit Card is marking my disputed {$430.00} in interest an non-payment. THEY HAVE NO RIGHT TO MARK ME AS DELINQUESNT WHEN I AM WORKING ON A DISPUTE WITH YOU. They must reverse this immediately. The CFPB is supposed to be a safe space when big corporations are taking advantage of consumers. This is yet another way Citizens Bank is hurting its retail customers. They are unbelievable.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2022 I deposited {$100.00} through an ATM to my checking account at the Citizens bank located at XXXX XXXX XXXX XXXX in XXXX, PA. The ATM gave me a receipt but did not put the money in my account. I immediately noticed this while at the ATM and walked to the bank teller to ask for my money since I need it for diapers and food. The bank refused to give me the money despite my receipt.
Company Response:
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A