Date Received: 2022-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried to pay the escrow shortage for my mortgage in XX/XX/2022 and the payment coupon from the bank had an incorrect address. I ended up putting a stop payment on the first check, sending a second payment to a different address. The bank charged me for a bounced check ( after they tried to cash both checks ) and they have not corrected what my mortgage payment should be on my monthly statements even though when I call them, a bank representative tells me that they have adjusted my mortgage in their system.
Company Response:
State: DC
Zip: 20010
Submitted Via: Web
Date Sent: 2022-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I opened a HELOC in XXXX with a high interest rate and roughly {$25000.00} credit line. I used the credit line on and off up to this past XXXX. I went to the XXXX, NY Citizens bank branch to open an estate account for my mother who had recently passed away. During that visit a banker looked into my own accounts to see if there were any options for me to improve my financial situation. I was offered a new HELOC with a lower interest rate and higher credit line. I was assured it would not significantly impact my credit score that was 780+ that day. I agreed to resign a new contract. Because of that I was offered a credit card through the bank. It would allow me 18 months of 0 % to reduce other debt. I also agreed to that card offer in understanding that my credit score would be minimally impacted. I had each account for XXXX month. In that time I hired a contractor to do some much needed work on my home. On XX/XX/XXXX I attempted to use my credit line to pay for the services the company provided. My HELOC had {$0.00} available. I contacted the XXXX number and spoke to a gentlemen that said my account was frozen most likely due to my credit score dropping, and I would get paperwork to request reactivation of my frozen account. I had absolutely no warning or chance to fix the issue they are suggesting. There was nothing else done in the short time frame that would lower my rate than adding the new accounts with Citizens, and using some credit that I pay off monthly. They lowered my credit score and then punished me at the same time. Not accepting of the Information I was provided on the phone I went to the XXXX office to speak directly to a banker. He ( XXXX, i said XXXX in the email but realized that was wrong ) spoke to someone that recommended I write a letter requesting my account be unfrozen and fax it to their office. I did this and it was faxed by the banker. He was very helpful in that moment and said I had to wait to hear more. With no other options I had to start finding money to give to the contractor. I took high interest cash advances off multiple credit cards that had a high fee and interest. This is now impacting my credit score immensely. I contacted the banker that signed with me for the HELOC via email so that I would have documentation. I recieved no response. I sent an email to verify the email was recieved and I got an automatic reply that the banker would be out of the office for 6-12 weeks and to contact the bank manager. I did just that. On XX/XX/XXXX I forwarded my email originally sent to the banker, to the manager at the XXXX office and explained why I needed her help. I have also not heard back from her. I am falling so far in debt because of the situation they put me in and they are doing nothing to help me. All I asked is to reopen my Credit line enough to pay the contractor until I could work with the bank to fix any issue that was attached to my account. I still have no reasoning for this happening other than a possibility it was my credit by a person on the phone. I had great credit for many years and it's gone. I have accrued interest and fees in the last week of more than {$1000.00}. I don't believe a bank should treat anyone this way. They are a financial crutch to lean on when there are questions. I've lost all trust in this bank.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2022-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I received an email from XXXX XXXX that there was a hard inquiry on my credit, but I do not recognize the company running the hard inquiry ( citizens bank ) or know why they would perform a hard inquiry on my credit without my consent ( nothing in my life currently would require a hard inquiry ). I believe this might be a fraud situation, which is why I'm filing a complaint.
Company Response:
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens bank initiated user-requested multiple duplicated XXXX transactions after communicating to a user the system failure of each. Citizens bank is misleading user to believe that the action did not go through and retry is needed. All other banks usually give some sort of notification to a user that the transaction is initiated. In this case, there was no update or notification on account until a few days later. That's when I learned that there is no sufficient ballance because bank tried to post multiple duplicated XXXX transactions 3 days in a row with the first one being successful and all following transactions leading to overdraft + sustained overdraft fees. This fraudulent deceipt misleads user and attempts to collect a variety of repeated fees after bank misleads user into believing that there was a failure on bank 's end to initiate a transaction based on user action.
Company Response:
State: MI
Zip: 48092
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Citizens Bank charged me {$160.00} in fees for a {$16.00} overdraft. On XX/XX/XXXX, I was billed {$39.00} for my phone bill at which point I had {$23.00} in my bank account. That lead to an overdraft of {$16.00}. The next day, I was charged a {$37.00} overdraft fee. And every 4 to 5 days following that, I was charged {$30.00} ( I was charged 3 times ). On XX/XX/XXXX, I was charged {$35.00}. The total of all the fees added up to {$160.00}. I had no knowledge that these fees were piling up as I was never notified through email/text/phone. The only way I would've known was if I had logged on to my account, or until I received a final notice on XX/XX/XXXX in my mail that they were going to shut down my account and notify the creditors, threatening that " this will have a negative impact on your future banking privileges '' unless I paid the overdue amount. On XX/XX/XXXX ( the day before I received my " final notice '' ), I had luckily logged on and that's when I noticed I had accidentally billed the wrong bank account and that I had a ridiculous amount of overdraft fees. I immediately called and asked them to waive the fees. The service rep told me that they will provide a one-time waiver, but it was only {$70.00}. I was still down {$90.00} on my {$16.00} overdraft, so I kept asking to waive the entire fee and talked to multiple reps, but they were adamant that the system would only refund once.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX of XXXX we applied for and were granted a forbearance on our mortgage. We skipped 5 payments. We have made all the payments on time after the 5 skipped payments. In XX/XX/XXXX Citizens approved the repayment plan to set the past due payments at the end of our current loan ( see attached ). I have had to call and make payments through the loss mitigation department and most of the time I have great difficulty understanding the person I am talking to because the call center is not in the U.S. I have called and asked that our account be moved out of loss mitigation at least 10 times this year. No one has been able to tell me why our account is still in loss mitigation. I was told several different things by every person I have talked to, " your account in under review by our investors '', " our department is behind and we don't have the staff to get caught up '', everyone of the calls I was told that person would expedite our account and I should call back in 2 weeks, the last person I talked to told me it would take at least another 90 days but could not tell me why. Because of this our credit report shows us as delinquent. We are unable to use their website to make payments and I must verify a large amount of information every time I call. We feel like we are being punished by this company.
Company Response:
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I had XXXX overdraft my citizens account. On XX/XX/XXXX I deposited enough to bring my account to over {$5.00} positivbe on XX/XX/XXXX XXXX overdrafted again, and they charged a " Sustained '' overdraft fee. The legal definition of sustained is maintaining without interruption. On XX/XX/XXXX my wife called Citizens and was rudely hung up on, I called back and had the following phone conversations : Name : XXXX ID : Refused Role : Customer Service Agent Notes : XX/XX/XXXX - Went Below XXXX. XX/XX/XXXX - {$5.00} Above Zero. XX/XX/XXXX - Went Below 0. Sustained OD Fee even though I was above 0 for 3 days. Name : XXXX ID : Refused Role : Customer Service Supervisor Notes : Refused the call because I was recording and put me on a XXXX hold. Name : XXXX ID : Did not ask Role : Customer Service Agent Notes : Asked for Supervisor immediately Name : XXXX ID : Refused Role : Customer Service Supervisor Notes : XXXX agreed that the timeline matches my claim, she agreed that the fee should be waved, but would not guarantee it would be. I ended the call there, if they can not give a guarantee, they can deal with you guys instead.
Company Response:
State: MI
Zip: 48188
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started working with the Citizens Bank , NA sometime in Late XXXX, XXXX or Early XX/XX/2022 for my new single family Construction loan. That time, the bank asked me about all documents which I submitted in time. The Bank representative sent me an email on XX/XX/2022 stating the Loan has been approved and sent to processing department. At that time the loan was finalized for $ XXXX at 4.125 % interest for 30 years loan. Not sure what happened behind the door, and the Bank representative didn't submit all the documents I provided to them in their system. After a month I found out that the Loan officer working on my loan is leaving the Citizens bank and new person is taking over. The new team at the Bank informed me that there are bunch of documents missing on my loan ( which I already submitted to the bank ) - I argued with them how come the loan was approved if the bank was missing my documents. Anyhow, I resubmitted those documents asked and every time they ask for piecemeal information I have been submitting those within 1 business day. Just last week, the Loan officer email me that he was able to get me 4 % interest rate if I do loan for XXXX XXXX XXXX with no points. I agreed to him same day. Now today, I found out the loan officer left the Company and the representative mentioned, they need my bank statements and all again since the report date from my earlier submitted documents have been expired. Also she mentioned the Rare may also change. This has been frustrating and mental trauma with the bank. It is not Customer 's problem if Bank losses team members and they don't do their work correctly. The person working on loan has no sense of ownership or customer service sense. If I would have spent my time and money with some other bank knowing Citizens Bank is not doing their basic task, I would have saved my time and mental health. I spent money on Appraisal report for which I paid {$710.00} out of my pocket as needed by the Bank- which I would like to get refund from the bank as due to Bank 's inefficiency If I will have to take new bank it will be waste of money. In short, I would like to file complaint about the monetary loss and mental stress provided by Citizens Bank for their inefficiency.
Company Response:
State: NJ
Zip: 08902
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I opened a XXXX XXXX card from Citizens Bank through an online promotion offering {$150.00} XXXX XXXX after spending {$500.00}. I spent more than {$500.00} within the 3 month period. I never received the {$150.00}. I called the bank and they said that they have no record of the sign up offer applied to my application- which is a lie because I applied for the card through a link that included the bonus.
Company Response:
State: MI
Zip: 48823
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a mortgage with Citizen 's Bank. I sold the house and closed on XX/XX/XXXX. IN good faith, I paid the mortgage for XXXX thinking it was close to the due date. It is now XX/XX/XXXX and they still won't refund me for the mortgage payment, escrow monies, etc. After charging prohibitive fees to tell the title company how much was owed, they sent the check ( ostensibly ) to the wrong address. All my official, formal documents including the post office change of address is for my Maine address. I paid nearly {$300.00} in closing fees and none of that covered them doing their due diligence in where my refund should be sent?? I have called about 20 times. I called today and was sent to three people. The last one just hung up on me. This is an inept and CORRUPT bank. I also sent a snail mail letter and I get nothing in response. This is criminal. I am owed more than {$3000.00} and it is nearly two months past closing. When you call the bank, it is a XXXX minute wait where they pound you with a message that all your problems can be solved by downloading their app.
Company Response:
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A