Date Received: 2022-07-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Recently, I viewed my XXXX credit report and found out that Citizens entered negative information about me that resulted in a XXXX point drop in my credit score. I called Citizens and informed them that their information was incorrect. I do not have an outstanding balance with Citizens and owe them nothing. They agreed and have stated that they will conduct an inquiry to try and get my credit score corrected. They said it will take two weeks. This is abslutely unacceppptable. I generally carry an XXXX plus credit score and Citizens careless mistake resulted in a dramatic drop in my good credit. Mistakes like this have real implicaations for consumers and it is wrong.
Company Response:
State: NY
Zip: 11010
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a promotional card in the mail to open an account put {$1000.00} in and leave it in for 6 months and get a {$200.00} bonus. I did this and never received the bonus. The offer was received in XX/XX/2021. I spoke to the girl that opened the account and she said she did not know what happened and never got back to me. I asked to speak to the branch manager and never got a response. I closed out the account in XXXX it was making me too upset to deal with them. I want someone to know what is going on with the scams and the horrible customer service from Citizen 's Bank XXXX XXXX XXXX in XXXX ct
Company Response:
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens Bank has done the following : - The bank website and my statements do not show me who/what is debiting my account. I have no idea who has removed funds from my account. My transactions just show " Debit '' and the amount. It does not show the company or person who made the debit. The website does not provide this information nor does my statement. - I called to ask the bank who had made the debits from my account and the customer service rep was " not able to see it '' either- they could not tell me who was debiting from my account. - I called the bank on several occasions to complain about this and was given several different answers as to why I can not see who is taking money from my account. In one case I was told it was an " an IT error '' that had been happening that day - I had been unable to see who was debiting for over a week at that point- I was lied to. - I am constantly locked out of my online account now- when I try to perform password resets it does not recognize my information and forces me to call. I believe I am having trouble because I complained. I called my bank and they are literally not able to tell me who is debiting from my account. If it is fraud XXXX, nor they have any idea who is taking money out of my account. This bank is facilitating fraud- if someone is fraudulently accessing and withdrawing from my account- they are doing it with the assistance of this bank who can not tell me who is even taking the money, whether it is legitimate or fraud. The bank can not tell me who is debiting my account, this is aggregious.. How can a bank not be able to see who debited my account!? This complaint is regarding : XXXX XXXX XXXX XXXX XXXX XXXX XXXX rights reserved. Citizens is a brand name of Citizens Bank, N.A. ( NMLS ID # XXXX ) Citizens corporate headquarters : XXXX XXXX XXXX, XXXX, RI XXXX
Company Response:
State: OH
Zip: 43235
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Friday XX/XX/22, I attempted to transfer {$10000.00} from my XXXX XXXX ( Texas ), Checking XXXX to my Citizens, XXXX Deposit Checking XXXX after lengthy verification process confirming that that I am an owner on both accounts. Over the weekend, I was notified that my bank transfer is stopped due to security concerns. I was told to call Citizens Bank phone number at XXXX for additional assistance. The average wait time to reach a representative at Citizens Bank phone number XXXX is over 90 minutes. Giving the amount involved, I called Citizen bank on Saturday XX/XX/22, Tuesday XX/XX/22, Wednesday XX/XX/22 and Thursday XX/XX/22 each time spending over XXXX minutes waiting for a representative to correct the error made by a representative a day before. Each time I was told that the bank transfer is cleared, blocks are removed and my account at the corresponding financial institution is debited. I have received a series of conflicting Citizens Bank Messages ( attached ) prompting me to call the bank again and again in attempt to resolve the issues with my bank transfer. It appears, in meanwhile, my money were shuffling back and forth between my account at Citizens Bank and my account XXXX XXXX ( Texas ). Finally, on Saturday, XX/XX/22, I was explained by a Citizens Bank XXXX, XXXX XXXX, that Citizens Bank is using a third party, XXXX, which is unable to complete the transfer because Deposit Checking XXXX is joint account with my husband. I dont understand why I was not explained it before on on Saturday XX/XX/22 when my transfer was approved by another Citizens Bank supervisor who unblocked the transfer then. It is not acceptable to have a 90 +minute wait time on the phone and having repeated 90+ wait three days in a row is amounted to a torture by Citizens Bank Call Center , when one hand at Citizens Bank doesn't know what the other Citizens Bank hand is doing. Citizens Bank is saving money understaffing its phone support but it should not have done so at the expense of own customers.
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: During early 2020, we were attempting to refinance student loans with XXXX XXXX Citizens that were already in their possession to consolidate into a single payment that made sense for my fianc. During that time XXXX and Citizens got stuck in the process and stopped talking with one another. Without notifying us the accounts go into bad standing, even though Citizens employees told us payments were not required during the time we were refinancing which then kicked the debt to collections. For the last year and a half we have been trying to work with the Citizens XXXX department, making regular payments of {$250.00} a month, which was all we could afford, to keep the account in good standing. During that time, we were told different information from every employee. Some said we could pull it out of collections to refinance and treat it again like a normal student loan, some said that wasn't possible, some said that payments could be accepted at any point to just keep making payments to keep it in good standing, and then the last person we talked to stated that payments needed to be regularly made the same date every month else it would be sent to another collection agency. That was when this account is now being sent to two more collection agencies without any written notice that this was occurring, what the current balances were on the accounts, or any further documentation from the Citizens XXXX Department in the first place. At no point during this time were we ever given the same answer. Employees at the local branch said one thing, tellers on the phone for the recovery department said another, and no one stopped to actually try and assist, only stating that is was out of their control and there was nothing they could do.
Company Response:
State: MA
Zip: 01201
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I had a checking account with XXXX that was transferred to Citizens bank. I wanted to close this account out and was told to bring the balance to XXXX which I did. Citizens bank closed the account but they also charge a monthly Maintenace fee for low balance. I didn't realize they charge this fee until it showed up on my credit report as a {$5.00} past due amount. This is extremely frustrating as it's impacting my credit score significantly. I would like Citizens to reverse the {$5.00} XXXX and remove the negative credit reporting as I was following their instruction.
Company Response:
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank refuses to remove PMI from my loan even though I meet the 80 % requirement. They delay and delay. They refuse to get a supervisor on the phone.
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: opened my checking and savings account on XX/XX/XXXX of 2022 for the {$600.00} promotion following the rules of the promotion depositing {$500.00} in the form of a direct deposit within opening to the checking account, and a recurring deposit of {$200.00} 3 months in a row in the savings account. the promotional mailer spells out these specifics, and says that account bonus will be paid by XX/XX/2022 at the latest, if opening in XXXX. I contacted Citizens bank on XX/XX/XXXX regarding the missing bonus, and was told my account was in a " closed status '', which is not accurate, as it remains open, and they still have my money in both savings and checking. Additionally, I was told they would research this issue and respond within 2 business days. Almost a week later and still no response and the bonus has not been deposited as advertised.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My XXXX online savings account was sold to Citizens and transferred in XXXX, XXXX. I went to the XXXX, VT branch of Citizens bank to close the account on XX/XX/XXXX and I received the full balance and was told the account was closed. However, I continued to receive statements and emails from Citizens about fee waivers expiring and such. I returned to the branch on XX/XX/XXXX and was told the account was terminated. On XX/XX/XXXX I received an email from Citizens reminding me about fees ( fees were mentioned XXXX times ). I returned to the bank on XX/XX/XXXX and was told the account could not be found and to call customer service. I was unable to reach a person at customer service. I returned to the bank again on XX/XX/XXXX and was now told repeatedly the account, which could not be found the day prior, was closed and they had no idea what the fee reminder email was about or who sent it ( I brought printouts ; see attachments ). On XX/XX/XXXX, the branch manager XXXX XXXX XXXX ) repeatedly REFUSED to provide written confirmation that the account was closed ( " We don't do that '' ). I am deeply alarmed by this. Lastly, on XX/XX/XXXX I mailed from XXXX, VT ( XXXX ) a written request for confirmation of account closure to both the XXXX, VT branch and the central customer service center of Citizens in XXXX, RI. The letter to RI has been received, while the letter to XXXX, VT has had a delivery exception. I have not yet received a response. The account should be closed, but the XXXX, VT branch will not provide written confirmation and I continue to receive emails indicating to me it is open. Therefore, I believe the account is still open with a balance of {$0.00} and that I will start accruing " maintenance fees '' which may harm my credit. Out of fear for this, and due to their refusal to confirm closure on XX/XX/XXXX, I am submitting this complaint to the CFPB. I never agreed at any moment to be a customer of Citizens Bank. Attached are the following documents : 1. Scan of welcome letter from Citizens detailing my XXXX account transition to Citizens. 2. A copy of an account statement from XXXX - XX/XX/XXXX showing a balance of XXXX. 3. A screenshot of an XXXX XXXX XXXX internet alert showing Citizens changed the account holder on XX/XX/XXXX. This is 40 days after I closed the account. 4. A copy of the email from Citizens on XX/XX/XXXX showing that fees will be starting. Fees are mentioned XXXX times. 5. A copy of my XX/XX/XXXX letter requesting written confirmation of account closure. This letter was sent to both XXXX, VT branch and the central customer service center of Citizens Bank. 6. XXXX receipt and tracking numbers to show written request ( attachment 5 ) was mailed on XX/XX/XXXX.
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: CITIZENS ACCESS CASE Number : XXXX I have lost access to my online bank account since the beginning of XX/XX/2022 when the company performed upgrades on their systems. As part of the upgrade, I was required to update my password. When I attempted to do so I got the following message from their system. " We have encountered an error- please try again after some time. We apologize for the inconvenience. '' I then called the customer service number on XX/XX/2022 and they were NOT able to access my account with my Name, Social Security Number and Date of Birth. They told me that for some an unknown reason the system did not recognize me. But not to worry had a backup way to verify my identity using public domain information. I got one of the question wrong and they told me that I had to wait 24 hours before they could try again. So I called the next day, had to explain the whole situation to another customer service rep and this time I got the questions right so they were able to access my account. I asked them to help me update the password and they said that they could NOT do it as it was beyond their capabilities and that someone that could help would call me back. I then asked for a direct contact number/email for the of the agent and they said that they were NOT allowed to do so and that I would have to call the customer service number and go thru the same process of answering the public domain questions as they could not associate my account using my my Name, Social Security Number and Date of Birth. I have a significant amount of money in their account and I am not getting any responses from the ONLINE bank.
Company Response:
State: VT
Zip: 052XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A