Date Received: 2022-06-28
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I had a official check written out of my Citizens Bank business checking account in a Branch in New Hampshire for the amount of XXXX. Following that they made XXXX consecutive XXXX withdraws form same account at the same branch. They then took the Check they received from the bank teller in New Hampshire to a XXXX XXXX in the XXXX and cashed the check in an account they set up in my name with a fake PA. drivers license.
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: What are the odds of you being a XXXX couple that owns XXXX XXXX owned businesses and your bank freezes your funds because of fraud or cant a verify funds from local banks? My wife received a small grant from the city of XXXX for her XXXX XXXX for XXXX and she is told by citizens bank that the signature is fraudulent and they will hold this check 19 days to ensure its good. And then that same couple sells their house for XXXX, deposit the proceeds into their account and are told the exact same thing from the back representatives. I go to the bank and discloses the odds of flagging every big check deposited by these minorities without them being targeted. My wife and I, XXXX XXXX, have been harassed by Citizens bank repeatedly because we have large legitimate deposits. This last causes a problem in that we sold our house and we need the money to make a tiny homes purchase. At this time we do not have our home nor do we have our money that we have verified via attorney at a LOCAL bank. Why is my wife and I being targeted by citizens bank whom also declined every grant we have applied for our business. XXXX XXXX and XXXX XXXX XXXX XXXX. We are left with no choice but to pursue relief from being targeted based in our ethnicity. We will be contacting the Consumer Financial Protection Bureau ( CFPB ) as well as our civil rights office that our companies are consistently targeted by your bank end dept and are told we are somehow fraud, forged signature or cant be verified, or money isnt there lies.
Company Response:
State: NY
Zip: 14206
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens bank by far is the worst. I filed a complaint to CFPB before for being unable to reach their customer service due to always busy phone line. Eventually, the bank got back to me after I filed a complaint. In the call, I emphasized that I wanted to close all my accounts with them. However, after several months, I received an email from them saying they will start charging maintenance fees. I logged into my online banking account, and realized that they didn't close my saving account. I couldn't do it without calling their customer service again. I highly suspect this bank deliberately makes it difficult for customer to contact them. By now, their online chat is still unavailable. By all means, they try to charge fees. There are bad reviews of this bank all over internet.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: So basically my online access is blocked they wont give access to it and are trying to close my account for no reason I have kept my account good no issues please so can you guys stop them from closing my account
Company Response:
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022, I sent a partial payment of {$710.00} to Citizen 's Bank. Our new finance company. On or about XX/XX/2022 I called to make the second half of our payment. The total would have equaled a full payment of {$1400.00}. The lady on the phone said she could not take a partial payment. I was not aware of this. She then went on to state that the {$710.00} was going to be returned to me within the next 14 days. I told her that I COULD NOT WAIT 14 DAYS. I needed to have that amount in my account to make a full payment BEFORE XX/XX/XXXX. I told her " I WILL STOP PAYMENT ON THE {$710.00} THROUGH MY BANK TODAY. I will then GO ONTO YOUR WEBSITE AND MAKE A FULL PAYMENT ... ... .. TODAY. I did just that. Ironically the {$710.00} check had not been processed by my bank which allowed me to stop payment. I have payment confirmation that a full payment was made, on time. Within the next couple weeks Citizen 's bank sent me a check for {$710.00}. I called them and asked why they sent this check to me. The young lady said " because we don't accept partial payments ''. I told her that I stopped payment on the partial on the {$710.00} ; therefore, NO MONEY CHANGED HANDS AND CITIZEN 'S DOES NOT OWE ME THIS MONEY. '' I then told her, I would void out this check. She never told me not to. I voided the check but kept it in my file. A couple weeks later, we received another check for {$710.00}. I was baffled. I called Citizen 's and asked them why send me another check. The lady on the phone did not have an answer. She could not explain it. She said she'd forward my concern to her manager and someone would call me back. I VOIDED THIS CHECK AS WELL AND PLACED IT IN MY FILE. No one ever called me back. In XXXXXXXX XXXX, I was told our account was behind by a full payment. I gave the operator all the website information and followed up with copies from Bank showing the transaction was completed. Their operator then told me that they had NOT received my payment for XXXX. That was very odd because I paid it through " Bill Pay ''. This was prior to the XXXX of XXXX. I called XXXX XXXX XXXX and was told no payment to Citizen 's Bank had gone through my account. I then called back to Citizen 's and made another payment. The very next day OUR Bank showed the first payment as cleared in my " bill pay ''. I called and verified it had been in fact processed. I called Citizen 's bank and informed them that THEY DID PROCESS THE PAYMENT. The Operator put me on hold and found that the payment had been received, BUT HAD BEEN APPLIED TO OUR ESCROW ACCOUNT! She said they would have to move the money to our mortgage installment account and that would put the account current. This procedure did not put our account in good standing. She also stated that the previous operator failed to check all screens, otherwise, she would have found the payment. NOTE : at this point, the second check needed to be stopped because the first check had gone through. The account is current. XXXXXXXX XXXX, i noticed all statements from them were threatening and stating that our account was past due. With every single conversation, no one could explain why the account was in default. 3 months had past and they received XXXX full payments. No XXXX ever called me back. We began recieving notifications from our credit bureaus that our XXXX scores had dropped significantly. Then we began to get notifications from credit card companies stating that our credit line had ben decreed based on our low XXXX score. NOTE ; i HAVE MAILED/EMAILED bank statements to Citizen ' s as they requested and never got a call back. NOT once. We have submitted every single request to Citizen 's Bank. Everything!!!! I filled a complaint with Citizens Bank approximately 1 month ago. On XX/XX/2022 XXXX XXXX XXXX left a recorded message. She said my complaint was forwarded to the office of OOC and someone would be calling me. No one has called me, written to me at all. On XX/XX/2022, I sent another complaint registered mail. I mailed back the voided checks and sent them registered mail. This was based on a converation ( 4 hours long ) that took place last week. This lady was confused as much as I was but found her manage. The XXXX suggested that maybe they want the voided checks returned to them ; however, went on the tell me that I could cash them. I told her I would not cash them. They are not owed to me. ******IF I CASH THESE CHECKS THEN I WOULD HAVE TO REPAY IT. IT WOULD TOTAL A FULL MONTHS PAYMENT. ****** this is the answer! i told her they are trying to entrap me for no reason. So, this is why they keep saying my account is behind!!! The cheks were not processed. they were voided on my end. I will not be a part of their scheme. The operator 's response was " but they're good checks! You can cash them! '' I mailed them back. On XX/XX/2022, Customer service XXXX said my complaint was in their system, but not assigned to anyone ; therefore, she could not transfer me anyone. Today, my car can't be repaired and I must purchase a new one. Also, I am in the middle of major XXXX work which must be financed. I can't finance anything due to Citizen 's Bank derogatory and sloppy, unfounded reporting. They have damaged us beyond belief and without so much as a telephone call. CITIZEN 'S BANK COULD NOT GIVE ME CHANGE FOR A QUARTER. I feel, they are untrustworthy, sloppy and uncaring. Please help us restore our credit worthiness,
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had an account automatically transferred to Citizens bank from XXXX with a balance of {$5.00}. I received an email from Citizens saying I would be charged a {$4.00} monthly maintenance fee on the account. I do not use this account, and want to close it because it would cost me money to keep it open. I waited on hold for over 45 minutes with Citizens bank trying to cancel my account, only to be hung up on by their phone system without ever speaking to a human. Citizens website says I can only close my account by visiting a branch. There are no local citizens bank branches where I live, and traveling to the nearest city with one would be an inconvenience, and would cost me more than the value of the account. It is not reasonable to expect me to jump through many hoops to close an account that I didnt ask for or risk being charged fees.
Company Response:
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Both Citizens XXXX and XXXX XXXX XXXX opened fraudulent accounts under my previous married name. Both cards were opened with high credit limits of {$10000.00} and {$23000.00} respectively. I wasn't aware that one card XXXX XXXX had been opened until I received a statement from the company and then the other card I realized had been opened when I checked my credit report and the locked my credit report. Since that time I received letters from the two credit card companies reflecting what I need to do the aid in the addressing my situation and I am preparing all that information which included a police report, reports filed with both the FTC and CFPB and the XXXX County Sheriffs Office XXXX Texas. I also have to provide my state issued drivers license and a proof of residence. I wrote letters to accompany all this information. Neither company has made a statement that they will dismiss the charges in writing and have indicated that I may owe the money at the end of their fraud investigation.
Company Response:
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX I called Citizens to close the savings account. The rep " processed '' my request and sent the remaining balance ( {$0.00} ) to me via paper check which I deposited at my credit union on XX/XX/XXXX. Today ( XX/XX/XXXX ) Citizens sent me an email explaining they will charge me a {$9.00} " monthly maintenance fee '' on XX/XX/XXXX. Also today my login and password still work! I can currently login to this " closed '' Citizens savings account and see a balance of {$0.00}. My only relationship with Citizens is via this " closed '' savings account which they bought from XXXX in XXXX.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were approved for forbearance due to our hardship from Covid-19 as I haven't been working but my husband has. We were originally told that we were supposed to start paying payments again in XX/XX/XXXX I believe but it was offered to us in XX/XX/XXXX to have an extension of our forbearance through XX/XX/XXXX. So we accepted his offer over the phone and we were told at that time that we needed to not do anything and that they would send us documents to sign in XX/XX/XXXX. So we did not pay because we were following the instructions we were given. In XX/XX/XXXX, we realized that our credit score dropped significantly almost XXXX points and then got a letter from an attorney saying that our house was in foreclosure. After many tries I finally got a supervisor to call me back on XXXX named XXXX who told me she was so sorry as Citizens failed to send us a notice that we were denied an extension on the forbearance and that she was suspending the foreclosure immediately and that she was going to put our account back on forbearance and then it would start loan re-modification process and that if I hadn't heard from XXXX XXXX by XX/XX/XXXX to sign the new loan documents than I was to call back in and check on the status. Also she told me that if the loan modification was not completed by Citizens by XX/XX/XXXX that our forbearance would end and that we would be placed under review for up to 30 days wile our loan modification is finalized. I asked about the financial package that other Citizen employees had been telling me that I should fill, if I really did need to fill that out and she said no, that we were not to fill it out. Also she told me that when they put the forbearance back in that it was going to be back dated so that there were no gaps and it would correct our credit score automatically since it was their mistake. Well I never heard back so when I called on XXXX and was told that we were in foreclosure again but that it just hadn't gone through the system yet fully and that it was going to take another week to correct itself. I was apologized to and told that I needed to be patient and call back in a week. I requested a supervisor call me back and was told that they would in 24-48 hours. ( As of XXXX no supervisor has called me back ). XXXX called and was told good news! That our loan finally was put on forbearance again through the end of XX/XX/XXXX. XXXX XXXX from the VA told me that Citizens filed legal action against us on XXXX as the first steps of foreclosure. Same day I called Citizens and talked to XXXX XXXX and he said that our loan was in the process of loan modification and under forbearance through XXXX. XXXX transferred me to XXXX in Loss Mitigation and she said that our case was sent to management on XXXX to call me but that no one has called me back. XXXX said that our forbearance runs from XXXX through XXXX. I asked her why no one has called me back or what the legal action against us was for and she said she didn't know what I was talking about. XXXX XXXX in loss mitigation says there is no legal action being filed against us. He transferred me to XXXX. XXXX said to send in the Financial package via the portal so I made an account and finished filling out the forms and uploaded them all by XXXX CST along with supporting documents for VA XXXX XXXX and 4 of my husbands ' most recent pay stubs also by XXXXCST on XXXX. XXXX My husband received an email of legal proceedings being filed with the county courts office in the town that we live against us from Citizens attorney. To what I can tell it is for foreclosure. In the big picture, on XX/XX/XXXX a XXXX XXXX hit our town and as a result in XX/XX/XXXX after a long drawn out fight with our insurance over the damages we suffered to our house and all of our contents, our house was deemed a total loss. We lost everything from the damages from the storm. Citizens did nothing to help us like the VA said that they should of to help us the the replacement cost value to be able to rebuild our home. Now almost 2 years later with the prices of everything needed to rebuild a house we are completely upside down here as prices have skyrocketed. We have spent $ XXXX fighting to save our home and our contents to now have Citizens foreclose on our house that is supposed to be in forbearance for another 3 days... Absolutely insane! Unprofessional, downright WRONG! We need help fighting yet another giant as we want to rebuild our home on that land so that we can get the insurance money to do so! This is not fair. Please help us. Citizens is in the wrong. They have admitted that and now lied about modifying our loan and not communicated with us that there was something else needed. Please help.
Company Response:
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had called the bank 's customer service 2 to 3 times last week to close a 12 month CD of my. The reason is very simple, I was forced to transfer the account over by XXXX and the APY is quite low. Their customer service first informed me that I can't transfer savings directly online and then said they can close the CD ( no fees ) and mail the checks to me. They said they need customer service to contact me again by phone to confirm. This process is ridiculous and the customer service is not professional. I waited for their calls for 1 week and did not receive a call from them until today! So I was forced to file a complaint against the bank and ask for assistance in resolving the issue as soon as possible.
Company Response:
State: TX
Zip: 77036
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A