Date Received: 2022-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I asaw money laundering going on in my name with Citizens Bank, I reported it & then saw activity going on in my name on XXXX computer screen & a HELOC I never used & took in myXXXX, I reported Citizens Bank, they came up with another amount of money I owed like in XXXX XXXX through XXXX I paid but hit hardasing phone calls saying I did not! I sent Citizens my bank statements, their statements & the checks cashed by Citizens proving I paid, but a few weeks later I got another letter saying I didnt pay after getting a letter saying sorry for the inconvenience! Citizens sent me a letter proving my point that my mortgage has been paid d sad ice XXXX ( because thats the year B I calculated & other legal agencies told me it has been paid. Once XXXX! I also Paid 4-6 times additional payments each year! A letter proving someone else has all my information was sent to me from the Office of the Chairman The individual put my entire social security # in the letter, said they look forward to doing further business with them & Im a XXXX XXXX not in business as the letter refers & the signature is not mine!!! Cituzebs also has the date I purchased the home in XXXX & I have been living here as I bought on. XX/XX/XXXX! I got a HELOC I NEVER USED IN XXXX, Citizens writes XXXX & a mortgage loan in the amount of {$120000.00} also in XXXX which I didnt get & I was a victim of identity theft & as a result my credit score in XXXX Was a XXXX! Therefore all Their information is wrong & i keep getting letters saying they are escalating to the Office of the Chairman! I sent all proof to two ( 2 ) offices certified mail/return receipt requested & neither office received what I paid {$36.00}!? I also sent to t he r CEO, Executive Director & he coincidentally didnt get it at either addessss I sent evidence! I was to Told a para-legal, who is the only person I heard from is investigating for 6 years!? Every other bank in the country sees y if theft & fixes it except Citizens! I paid off my house in XXXX &, due to their illegal banking, I paid until XX/XX/XXXX! XXXXI put there were missed because according to what Citizens Bank writes, they say I Owe until XXXX & I oit my mortgage in XXXX & stopped Payments in XX/XX/XXXX overpaying approximately {$150000.00}!
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid the property tax bill for this mortgaged property in error on XX/XX/22. The Treasurer 's Office for XXXX XXXX, VA sent a refund check in the amount of {$1000.00} to Citizens Bank on XX/XX/22. After multiple calls to Citizens Bank Customer Service between XX/XX/22 and XXXX, we have only received a refund of {$820.00} despite the fact that all loan payments ( including the escrow portion ) have been made in full and on time for the last 4 years. There is no justification for withholding a portion of this reimbursement in the escrow account controlled by the bank. There were sufficient funds in the escrow account when they made the tax payment, and they have been fully reimbursed by the taxing authority. Please assist us in receiving the full reimbursement we are owed. Thank you!
Company Response:
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Problem when making payments
Subissue:
Consumer Complaint: Hello, When I signed up for XXXX XXXX XXXX through XXXX, it was a Citizens One credit line. There was a duplicate order and I was shipped two XXXX as part of the process. I returned the second unit in XXXX, but I have been debited each month for both orders. I tried to work this out with Citizens One over the phone in the late spring, but they continue to double charge me. My original order ended up duplicated by XXXX. I had two orders : XXXX XXXX Both were placed on or around XXXX XXXX. The second order was returned to XXXX and received by them at the end of the first week of XXXX. For each order, I have been charged at {$37.00} each month since then. I called in XXXX to have this handled, and was told Citizens would contact me but have not. Since then I have not been able to reach their people. I will frequently get put on hold and then have to drop.
Company Response:
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My account was closed by citizens at the end of the day on XX/XX/XXXX. Me not knowing my account was being closed I deposited a check in the amount of XXXX which was more than enough to cover my overdrafts and I would have had XXXX in my account. I found out on XX/XX/XXXX that my account has been closed. From there I was sent through the run around as it relates to retrieving my funds. Now here it is XX/XX/XXXX citizens is in possession of over XXXX of my money and will not and has not sent my funds to me. I call constantly and Im constantly given later dates as to when my funds should arrive. This situation is causing hardship in my home in ways you cant even imagine. I need my money.
Company Response:
State: MI
Zip: 48221
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My account was hacked and now I am negative XXXX in my account and the bank said they won't refund my account. I did not authorize any transactions.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I have been doing business with Citizens Bank for approximately fifteen ( 15 ) years. Im writing to loudly complain about the following transaction. RE : XXXX XXXX Fixed Annuity Account Contract # XXXX Account Number : XXXX Time Line : XX/XX/XXXX, XXXX opened brokerage account ( Citizen Investment Services ) Representative- XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX fixed annuity ( individual single purchase payment deferred annuity ) XX/XX/XXXX, XXXX Notified that the fixed annuity 3-year Guaranteed Period will reach the end of its withdrawal charge period on XX/XX/2022. XX/XX/XXXX, XXXX Notified XXXX XXXX that I would not be renewing. Sent in the appropriate form to XXXX XXXX ( Annuity Contract Withdrawal Request ). XXXX XXXX returned to me for lack of owners signature. XXXX XXXX received the same letter according to XXXX XXXX. He never reached out to me to offer any help with filling out this form. Sent the form back to XXXX XXXX with my signature. XXXX XXXX Received the form back stating that it was the wrong form. Tried to call them several times ; always put on hold for anywhere from 27 to 43 minutes and inevitably disconnected. This continued on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX until the current date. During this time, I tried to talk to XXXX XXXX about this issue. At this point, I was losing money and the plans that I had for this money were put on hold. He argued with me about the withdrawal process, the lack of knowledge of my personal financial advisor ( who will no longer work with him or call XXXX XXXX due to the rude, inappropriate verbal behavior ). In the meantime, XXXX XXXX released ( my money ) and charged me a Surrender Charge of {$1700.00}. Whatever I did to try to get my money out of this investment was not good enough. It was either the wrong day of the week, the wrong color of ink, or some other excuse on their part. I only received {$22000.00}. They renewed the contract for the remaining {$25000.00}. I never approved this or signed an agreement for this which they claim is not necessary for the annuity to be automatically renewed for three ( 3 ) more years. I am XXXX years old.I had other plans for these funds. On XX/XX/2022, I called XXXX XXXX at Citizens Bank ( XXXX XXXX, XXXX, RI ) to try to enlist his help in at least getting my Surrender Charges refunded. That is where the process stopped. XXXX XXXX refused to help me. He was belligerent because I wasnt investing in XXXX XXXX anymore. He was insulting to me as a financial consumer and as a woman. He told me to calm down, would not listen to me, and ultimately hung up on me. That afternoon, I called his bank manager and supervisor at Citizens Investment Services and XXXX XXXX The local bank manager was very helpful but informed me that she could not help me as she wasnt licensed. I heard back from XXXX XXXX, and they just informed me that I was basically stuck for another three ( 3 ) years and to write a letter to the authorities for an exception. That was the extent of their help. Citizens HR never called back. XX/XX/2022 XXXX. At what point is XXXX XXXX going to admit that there was a flaw in their system? 2. Why wont Citizens Bank voluntarily help me out? I still have a HELOC, mortgage checking/savings account with Citizens Bank . According to XXXX XXXX he wont help me unless I reinvest with XXXX XXXX XXXX This is nothing short of financial entrapment. I tried to play the game fairly and XXXX XXXX prevented me from getting my money.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I purchased a home security system with XXXX and was provided a credit line from Citizen 's for the equipment ( XXXX ). When I moved, prior to completion of the contract, XXXX was contacted and I was informed I could leave the equipment and they would update Citizen to waive further fees. I then signed a new contract with XXXX and secured a new credit loan with Citizens for the new equipment ( XXXX ) in XXXX of 2021. Citizens One continues to try to deduct money for the closed account despite my good standing with the new account. I have spoken to Citizens One with XXXX in a 3 way call and was assured on 4 occasions that the matter was resolved. On the last call with Citizens, I was told it was an issue with XXXX and they would not be able to help me despite their continued collections on a closed account.
Company Response:
State: VA
Zip: 22903
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: An unauthorized transaction ( check ) was completed on XX/XX/21 for {$1400.00} from my Citizens Bank Checking account. I reported transaction by phone and in person on XX/XX/21. They can not or wont provide a copy of the check. I have met with them and called them multiple times to try to have resolved. Citizens Bank is now stating that the hold up is with XXXX XXXX not reversing the charge yet. XXXX XXXX tells them that the delay is because they are very backed up. Citizens Bank has offered a provisional deposit but I have since closed my accounts with them.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My bank account overdrafted from an autopay i had forgotten about over the weekend or XXXX. I called citizens and spoke with them for almost XXXX hours to find out exactly how much i had to pay and by when I'm order for my overdraft fees to be removed. Their representative told me to pay {$170.00} by XXXX XXXX and the XXXX overdraft fees that were posted to my account would be removed. A friend transferred me {$200.00} to cover it. When I checked my account the next day not only were my two fees not removed but another one was also added. I spoke with the bank two more times also for hours asking them to fix this for them to tell me that they just won't.
Company Response:
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My credit was used in XXXX in XX/XX/2021. I was in the US. The transaction was cash advance for {$3700.00}. I was charged international transaction fee as well as cash advance fee. I reported that I did not know about the transaction and that I was not in XXXX. The bank treated it as dispute instead of fraud
Company Response:
State: MA
Zip: 02368
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A