Date Received: 2022-08-01
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: A fraudulent charge appeared on my XXXX credit card statement with Citizens Bank Credit Card. The fraudulent purchase took place on XX/XX/22 as an electronic check for {$3200.00} along with a fee for {$120.00}. Over the next week, two more attempts were made on my account to extract {$5000.00} each time. I found out about those subsequent attempts because the cc company sent me letters apologizing that they couldn't make those transfers due to insufficient funds in my account. I never made any of those purchases/requests. I called to report this on XX/XX/22 after seeing my statement for that month and those letters. They told me I'd not be responsible for payment during the investigation but still left the amount on my file and charged me a late fee. I then called back with information I'd learned from the FTC website, asking if they'd be reporting that balance to credit bureaus. It was only then that they removed the amount and late fee and said they're still investigating. The current issue : They called me about a week ago requesting to speak with me about the fraudulent electronic check. They said to call the customer service number back and leave with the rep a good time to call me. I did. They have yet to call me back. Claims reps are impossible to reach as well. The number they listed in the letter they sent me from The Credit Card Claims Department is XXXX. Nobody ever answers there and no option is given to leave a message ; a recording just says to call back and ends the call. When I call the regular customer service number, they say it's not possible to connect me with someone in claims. I'm concerned that if they don't speak with me, they might say they were unable to complete the investigation and put the blame on me. They are impossible to reach. This is scary for me. I don't make much money and am careful with my credit. I've worked hard to build a high score. I can't afford these fraudulent charges, and they're being very sketchy in preventing contact.
Company Response:
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a checking and savings account on XX/XX/22. As part of the sign up promotional terms, I was supposed to receive {$300.00} to both my checking and savings account for a total of {$600.00}. I met the promotional terms for each account and the promotion was due XX/XX/22. However, it was not credited and when I contacted the bank they said to " just wait '' even though its past due.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022, my daughter and I were corresponding with an individual via XXXX XXXX about purchasing a concert ticket from an individual. When the individual stated that she had a ticket for purchase we asked her to send a screenshot of the purchase confirmation so we could see that she actually had a ticket to sell. We compared it to a legit email that someone else had from their purchase and everything appeared good. The individual stated that she would like the money sent with XXXX and she provided the email address associated with the account to send it to. The name was different that the XXXX name but she stated it was because she uses a relatives account. After the money was sent, she stated she was changing the name on the ticket and would email it soon. For a couple minutes after the transaction she continue to conversate stating she was changing the name through the company and she would send it over shortly. After a while, she blocked my daughter and would not respond to her. I tired to send her messages and she would not respond to myself. I reported her through XXXX as did several other individuals. I filed a police report with the local police. I contacted my bank and opened a claim. When I filed the claim, they took minimal information. They never called for any follow up, never asked for any type of documentation, nothing. I have screenshots of all the conversations, I have the police report number and everything and the bank never once contacted me or asked for anything. I received a letter in the mail stating it was an authorized transaction and they would not be refunding me the money.
Company Response:
State: MI
Zip: 48188
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in a forbearance plan XXXX while continuing to make payments. XXXX was not crediting my account for my payments. XXXX then moved forward to place me in a modification that escalated from {$130000.00} to XXXX costing an additional {$10000.00} and increasing my monthly loan payment an additional {$1000.00}. I have reached out to XXXX for explanation for the increase without resolve.
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our 2 mortgages into one at Citizens Bank in XX/XX/XXXX. Real estate and school/property taxes were to be paid through our escrow account. We have two parcels, one across the street with no building on it and our main parcel with our house on it. On XX/XX/XXXX I received our XXXX real estate tax bill from XXXX XXXX XXXX. They were two separate bills. One in the amount of {$2600.00} ( with the house ) and the other {$500.00}. These were Face Value, not including the discount if paid by XX/XX/XXXX. On XX/XX/XXXX I received a letter from XXXX requesting payment of the school real estate bill for our small parcel in the amount of {$550.00}. XXXX XX/XX/XXXX I called Citizens and spoke to XXXX. she told me to request that the bill be paid through escrow account. She said it would take 10 business days to go through. On XXXX XXXX I got an Escrow Account Disclosure Statement saying I had a shortage in my escrow account in the amount of {$910.00}. I could either pay it in full or have it spread across my monthly payment in XXXX. I chose the latter.I assumed it had something to do with this bill that wasn't paid. On XX/XX/XXXX a letter from XXXX XXXX XXXX XXXX XXXX was sent to me trying to collect the {$550.00}. I called Citizens and XXXX claimed they paid {$490.00} for that bill in XX/XX/XXXX, but it was refunded on XX/XX/XXXX. They were going to do a New Analysis on the Account and would have an answer in 10 business days. she said the main parcel with the house was paid $ XXXX turned out the check for {$490.00} was sent to the wrong taxing authority - XXXX XXXX XXXX and was returned. On XXXX XXXX I got another letter from XXXX XXXX XXXX wanting to be paid the {$550.00}. A call to Citizen 's told me that amount was due to be paid XX/XX/XXXX. On XX/XX/XXXX another letter from the law office now wanted {$600.00}. XXXX from Citizens said it was paid XX/XX/XXXX and it would take 10 business days for them to see it in their system. XX/XX/XXXX - next letter from law office - fee up to {$770.00}. XX/XX/XXXX - new balance due $ XXXX XXXX XX/XX/XXXX I spoke to a supervisor at Citizens XXXX They would get this paid and cover the penalties and interest. On XX/XX/XXXX I received two emails from Citizens stating my real estate tax was paid- {$600.00} and my tax penalty was paid- {$470.00} all paid from my escrow account. So instead of me paying the original {$470.00} through my escrow account on time, I have paid {$1000.00}! I am now waiting for another Supervisor to call me back.
Company Response:
State: PA
Zip: 19460
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XX/XX/2022 : Opened an account for {$400.00} promotion ( XXXX XXXX XXXX ), which consists of {$300.00} for direct deposit and {$100.00} for XXXX debit card transactions. Bonus should be paid by XX/XX/2022. Promo term is attached. XX/XX/2022 : Completed the direct deposit requirement. XX/XX/2022 : Completed XXXX debit card transactions. XX/XX/2022 : Received {$300.00} bonus. Did not receive the {$100.00} bonus. XX/XX/2022 : Contacted Citizen via text message and was confirmed by XXXX that the account does qualify for the additional {$100.00} and appears to be credited by XX/XX/2022. XX/XX/2022 : Havent received the {$100.00}. Contacted Citizen via text message, was advised by XXXX to call XXXX. Called the number, waited for about half an hour to speak with an agent, and was put on hold for almost another hour since the department that should be assisting can not be reached. Was advised to go to branch to contact this department instead. After XXXX hour waiting, the agent advised that her call was disconnected from that department and she can not assist any further.
Company Response:
State: PA
Zip: 15241
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On Saturday XX/XX/22 I was notified I had overdrafted. I looked at my account and a check had been cashed for {$5000.00} and in the memo it read " car sale ''. I was very upset so I went to a local Citizens Bank and told the teller what was going on and was told that they had no time to see me, and she sent me to another branch. This upset me further but I went to another branch. The teller began saying they had no time to see me at this location as well, despite telling her a large check was cashed and it was not me who wrote said check. She told me to come back in 45 mins. I returned and dealt with the same XXXX I dealt with on XX/XX/22 when my debit card was compromised. I explained I did not write this check as I have never had a check book, and asked why I wasn't notified about such a large amount of money being withdrawn. I was told the bank can not notify every person whenever a check is cashed. The bank did not mention/offer a provisional credit and actually had me withdraw my own money to get through until I spoke to the police. At this time the fraud department ( who I could not get through to at all during the morning ) had the complaint and was beginning their investigation, so the bank XXXX told me to come back on Monday XX/XX/XXXX at XXXX. I returned this morning and asked several questions 1. How did this check get cashed when they have on record I have NEVER written a check OR ordered checks from them. 2. I was in the bank not 2 weeks earlier reporting a fraudulent attempt on my debit card, at which point I was issued a new one. So why wasn't my account flagged as it was reported by me to the bank XXXX that my information was attempting to be stolen. 3. My car payment was taken out the same day I supposedly was spending {$5000.00} on a " car sale '' as the memo read. And this went unnoticed within THE SAME BANKING INSTITUTION! 4. The {$5000.00} check was deposited on XX/XX/22 and sat for 3 days waiting for approval to go through, and I was NEVER NOTIFIED! 5. The check and signature are CLEARLY not written in my hand writing. 6. I do not overdraft often, why didn't anyone notice that this check was for {$5000.00} and I only had {$300.00} in my accoun t. I have had to take {$1500.00} of my own money to use while this is being investigated and was told by the XXXX today that this shouldn't have ever happened due to all the reasons listed above. Nothing was done by Citizens Bank to prevent this money from being stolen. I asked why there is a fraud dept and why I'm giving them my money/business to protect my money, when not ONE SINGLE PRECAUTION was taken to stop this check from being cashed.
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was held by Citizens Bank. I refinanced my mortgage and the new one was sold right back to Citizens Bank. I had to reconfigure my online account and autopay settings. Their system malfunctioned and I was not aware of 2 missed payments. They claim to have sent me a letter and to have called me. But they admit they do not have a record of such a letter and that they use automated robocalls that are often marked as spam. Multiple calls and conversations with them result in unreturned calls or a flat statement of " we did not make any errors ''. I was reported to credit bureaus. Every time I have an issue with the account, wait times are between 2 and 5 hours to try to reach anyone. Today, I need to change the autopay settings and am currently locked out of the account because it is not recognizing the challenge questions/answers. All of the automated password reset options put me in an endless loop ( 5 or 6 times so far ) and have been on hold for 3 hours to speak to an actual representative.
Company Response:
State: AR
Zip: 72704
Submitted Via: Web
Date Sent: 2022-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Incorrect reporting on Citizens Bank auto loan. The account is reporting past due for the month of XX/XX/2022 this loan has never been late.
Company Response:
State: IL
Zip: 60110
Submitted Via: Web
Date Sent: 2022-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-30
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account with Citizens in response to a promotional offer of {$300.00} if you established direct deposit, which I did. However, I did not receive the {$300.00}. I called and inquired about the {$300.00}, and it was eventually credited to my account. Citizens claimed there was a mixup about my address ( missing apartment number ) that somehow prevented the bonus from being credited initially. Family members of mine also opened Citizens accounts under the same promotion and none us received the bonus without calling to inquire about it. It seems clear that Citizens Bank is offering the promotional bonus with the hope of never having to pay it, relying on the fact that most people will either not remember the promotion or will be too busy to follow up on it.
Company Response:
State: NY
Zip: 10075
Submitted Via: Web
Date Sent: 2022-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A