Date Received: 2023-12-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On Monday XX/XX/, I discovered that someone robbed my debit card information and stole {$470.00} leaving my checking account in the negatives. It occurred in six separate charges from the XXXX XXXX XXXX ( XXXX XXXX ) app. Whenever I order from them, my order always remains under {$10.00} so there is no way that it could've been me. I immediately called my bank, Citizens, and notified them of the fraudulent charges. The bank opened up an investigation and confirmed that the money would be returned once the investigation was completed. I'm writing this on the afternoon of XX/XX/, approximately 9 business days later and I still don't have my money back or an official update from the bank. I called the bank today for an update, and the employee confirmed that the investigation was completed and that they denied my request -- essentially saying that they won't be returning the money that was stolen. I had to open another claim today and now it seems like we're doing this from the beginning all over again. I feel like I'm being penalized for having my money stolen and it feels even heavier now that we're officially in the holiday season when money is tight. In addition to NOT returning my money, the bank also denied to provide me with a notarized/official letter which I need to file an official police report ( I was turned away at the precinct ). I went to the Citizens bank located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX where the manager made me wait about 30 minutes to tell me that they won't be able to help me with that. They made me feel bad for even asking for a letter when we all know very well that other banks would've provided the letter without a hassle. I feel particularly vulnerable and helpless right now. Every where I've gone I've been met with disappointing " no '' after " no. '' I would appreciate any assistance with this. It doesn't feel right that I have to suffer the consequences of all that money being stolen. Thank you and XXXX XXXX. XXXX
Company Response:
State: NY
Zip: 10034
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I paid XXXX $ to by a kitten online and the person was fraud and he did send me kitten after hot the money I opened the dispute with my bank citizens and they just closed the dispute without give me credit on fraud transaction
Company Response:
State: MA
Zip: 01109
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: When I made a complaint ( id : XXXX ) on CFPB regarding unauthorized hard inquiry to XXXX. In response XXXX said, " CITIZENS BANK INQUIRIES ARE A FACTUAL RECORD OF FILE ACCESS. SHOULD YOU HAVE REASON TO BELIEVE THIS INQUIRY WAS UNAUTHORIZ PLEASE CONTACT THE CREDITOR DIRECTLY AND FOLLOW THEIR INTERNAL FRAUD PROCEDURES. '' -- - I cooperated with Citizens Bank. Communication started from XX/XX/2023 till XX/XX/2023. On XX/XX/2023 | talking to ( XXXX ) XXXX | at XXXXXXXX XXXX | for XXXX XXXX, the representative on phone call upon communicating with Citizens Bank backend team denies to remove it. He says I can't record his denial on phone, he will not email/mail in written the reason behind their denial to remove the unauthorized hard inquiry. When I asked what is the reason all he said was, " I am sorry I don't know. '' I have already provided information and requested documents to XXXX on Thu, XX/XX/XXXX, XXXX from XXXX. What else can I do to get this unauthorized thing removed from my credit report? -- - Previous CFPB Complaint ID : XXXX XXXX Dispute ID : XXXX Citizens Bank Case Number : XXXX, XXXX
Company Response:
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: My husband has visited the Citizens Bank located at XXXX XXXX XXXX XXXX NY XXXX and each time he visit hes meet with discrimination and differential treatment because of his skin color! My husband has his own accounts with Citizens Bank and he has been banking with them for over 18 years. I sent my husband to cash a check that I wrote to him from my account to pay the contractors working on our home and each and every time hes visited the branch hes told he cant cash the check without coming into the branch. Whenever I go to the branch to cash a check through drive thru I have no issues. I spoke to the manager XXXX and banker XXXX XXXX today and they both told me the tellers are allowed to pick and choose what checks they will cash and what amounts as long as its under XXXX. The Manager XXXX said it depends on the tellers mood. I explain that Ive cashed checks for same dollar amount through drive thru and never had issues. When my husband visits other citizens banks hes not meet with any nonsense or discrimination. The checks I write are personal from checking and has the same last name on the checks not to mentioned mt husband is a client he has his own accounts with Citizens Bank. Ive witness other people cash checks for similar amounts Ive written and they never seem to have a problem in drive thru at the XXXX location. The difference between them and my husband is skin color! That is clear! You cant say mood of tellers because there is no interaction face to face. Their clearly judging the same check written by me and comparing it to the driver license in front of them. How does that constitute as a mood. They could check my account and see that Ive written checks before to the person cashing which would also show a pattern. Therefore using fraud or suspicion is a lie.
Company Response:
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: After the death of my mother in XX/XX/XXXX, I learned of a home equity line of credit loan that she obtained in XX/XX/XXXX in the amount of {$100000.00} after receiving a statement from the bank showing a balance of {$52.00}, XXXX. I immediately went to the bank to inquire as to how she was able to obtain this loan since she did not own the home, it was transferred to me and my siblings in XXXX of XXXX. My mother continued to live in the home as she had a life estate. I was told by the bank representative at that time that he was unable to provide any information regarding the loan or the contract because the loan was in my mother 's name. He did say that as owners of the home, my siblings and I would have had to approve the loan and sign the contract in addition to her signature. He recommended I contact the loan servicing center to obtain additional information. After speaking with a customer service representative I was informed that the only information they could provide was to say that another loan she obtained in XX/XX/XXXX for {$53.00}, XXXX was paid off with this {$100000.00} loan. My siblings and I had no knowledge of either of these loans nor did we sign off on them allowing her to obtain them. We are now expected to pay off the balance of {$52000.00} but believe the bank was negligent in providing this loan without due diligence in obtaining ownership verification and that we should not be held responsible as a result.
Company Response:
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had identity theft issues after my purse was stolen with my phone and wallet. Charges were made to a company names XXXX I reported it to Citizens bank and contacted the company who said they closed the account that was opened in my name along with the card that was opened in my name. The bank reversed the provisional credit on Friday of {$1800.00} without even alerting me or asking for additional information. They closed the claim and refuse to look into it further. I am a single mom - and now have an account with negative XXXX. It's XXXX- the bank refuses to let me talk to the back office - and refuses to give me anyone else that may be able to help.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I was sent a mail letter to my house address in XX/XX/XXXX of a new credit Card that was opened. I have never applied for a credit card for this company ( citizens banking ) nor have I ever opened any accounts at all with this company. Ive also received suspicious email on XX/XX/XXXX about a phone number being changed on the account. I reported the problem to the company on XX/XX/XXXX and they verified it was reported fraud. Theyve notice that there was a savings account opened along with a credit card that has been recently applied for. I need this account to be completely removed and reported.
Company Response:
State: PA
Zip: 17815
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I am disappointed in how Citizens One manage my account from year XXXX to year XXXX. I am disputing over the way how my payments been going more to fees ( and interest ) than principal ; when my interest rate is 6.730 %. I noticed, if I make payments directly from my Citizens One account on their website, it will take 4 days to go through my checking account. That's why I stop paying it through Citizens One website. I've explain to Citizens One 's representatives over the phone what was going on in my life. If I was recorded, there should be no problem to access what I was saying to Citizens One 's representatives over the phone. Now, I pay from my bank that takes it out same day, send it out next day to my account at Citizen One.
Company Response:
State: SC
Zip: 29410
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX I was scammed out of I thought I was moving to XXXX and I got there and someone lived there. It started in XXXX. It will not let me send you the FAKE lease
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Its been almost three months since you restricted my access to my account. I have been repeatedly requesting for information and was not provided with any. You keep telling me to go to my originating bank for an ACH reversal or hold harmless letter and I have told everyone that my originating bank cant do it. THIS IS MY MONEY. IT IS ILLEGAL TO NOT PROVIDE ANY INFORMATION ON HOW TO UNRESTRICT MY ACCOUNT.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A