Date Received: 2022-06-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had an account with XXXX, and they notified me they were leaving the US and transferring my accounts, so I closed them. Citizens Bank received my closed account and opened it. They sent checks and a debit card, I called them and told them it was closed, and they said they would close it this was in XXXX. They either never closed the account or said they opened it again when a credit card bill was posted, rather than sending it back. I paid them and asked them to close the account again. A month later the account was not closed because there was a credit balance and they needed me to send a check and once I cashed it they would close it. They also had me send them a signed note asking to close the account. Needless to say, I never got the check. I called in again and was informed the account was closed with a XXXX balance. Relieved after sitting on hold for 45 minutes every time I called and getting someone in a foreign country I did not worry about the {$35.00} dollars. I was applying for a new business account and found out they had reported the account to the check systems. They had charged {$120.00} in fees to the account. I got the report found out it was them and called to find out what had happened. They said they could not remove it from check systems ( a lie ), they would take the fees off but it would report it as settled, but if I called customer service, they would reverse them so it would show better closed with a XXXX balance. Eight hours later after waiting on hold transferred to different departments and even trying branches. I found that no one could reverse the charges and there was no phone or email at the corporate office to get someone to help with a reasonable solution. I phoned the recovery department back and got different people. All used fake names, that they admitted. Illegal as they are not a collection agency is my understanding. They demanded the full balance. Names XXXX XXXX XXXX XXXX asked for the supervisor and after they yelled for another ten minutes I got XXXX, she supposedly filled out a form to escalate to the office of the chair, after telling me I would have to pay the full amount and they would never negotiate, I, of course, have never heard anything, so doubtful she even filled out the form. I initially offered to pay the couple of charges that came in, and they were going to adjust off the fees that came to more than twice the charges. Given the three months of stress and hassle, the ten hours I had to waste getting routed all over the world, and the money they save by not having phones in the corporate office, and the number of laws they have broken not to mention civil penalties, if they pay me for the hours at a rate of {$150.00} an hour that I lost, that would now be a fair and moral settlement of the case. However, I will leave that up to you and how you feel someone who was at the mercy of an institution that took advantage of them when they had no relationship with them should be treated. I am sorry I have no documents to attach as I never received a statement, letter, fax, phone call or smoke signal from them in the four months I have now been dealing with this.
Company Response:
State: WI
Zip: 53719
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: To whom it may concern, This is a simple matter but the bank in question is not responding to any of my communications either by phone and or to the XXXX complaint which was filed and marked as closed unsatisfactory. A merchant ( XXXX XXXX ) processed a refund to XXXX credit card that I used to have, but I have never received the funds. I have rang XXXX on a number occasions as they staff in the remote call centers have been quite abrupt and simply told me, to contact my current bank. XXXX closed down and transferred their business to Citizens in XXXX of this year. There was a refund processed by a XXXX merchant in full on XX/XX/XXXX of this year, but I have not received a check and my current bank states they have not received the funds. The refund was made to my XXXX XXXX Credit Card [ expiring on XX/XX/2025 ] : {$530.00}.
Company Response:
State: NY
Zip: 11010
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am XXXX XXXX XXXX. I had accounts with XXXX, all of which were transferred in XX/XX/2022 to Citizens Bank. Citizens doesn't have any branches in the state where I now live. I can't get through by telephone to the numbers listed on the Citizens website. I have other accounts with Bank of America. I use the Citizens checking account only to receive my Social Security by direct deposit. I made a mistake and overdrafted my checking account by {$29.00} on XX/XX/2022. I learned of this because I receive automatic emails for every transaction. I immediately opened my computer to look at my checking account. I saw that there was a {$12.00} charge to cover the check and that my checking account indicated a negative balance of ( XXXX ). I immediately deposited {$50.00} into my checking account, which then read a positive balance of {$38.00}. However, there is now a balance owing of {$29.00} on the overdraft credit line that the bank set up automatically. I went to the overdraft on my computer. There is no way for me to make a payment to clear it. I've gone through agony with this bank. I can't reach anyone by phone. I can't work computers. I've repeatedly called. I am now at a loss as to what to do. The overdraft is accruing a 17 % interest charge. I am also worried that the bank is charging {$12.00} per/day as a surcharge because the " new customer '' instructions indicated that {$12.00} would be accrued daily until an overdraft is cleared. It is incredible that I can't reach anyone by phone. The waiting time is over 1 hour. I am a XXXX XXXX XXXX patient and can't take this pressure ( XXXX XXXXXXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). Thank you for acknowledging receipt of this complaint.
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Received a letter in the mail from Citizens Bank stating the account I opened was over drawn extremely and I never opened an account with their bank. I reported this issue to them who referred me to this website.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was on a forbearance program with Citizen Bank, which was supposed to end on XX/XX/2022. I requested a Loan Modification with them around XXXX time frame and was approved but there was a miscommunication or mistake in the payment starting date. The loan letter stated XX/XX/2022 as the repayment starting date but when I called up and ask them I was explicitly told to start XX/XX/2022. However, today ( XX/XX/2022 ) I received a call asking about the XXXX payment so I was confused and called them about it and spoke to their Loss & Mitigation and Collection departments on 4 separate occasions but nobody acknowledged the starting date as XX/XX/XXXX and insisted there is nothing they can do and wanted me to pay for the XXXX payment which I did not anticipate. I even asked to escalate the case to no avail. I was told if I don't pay for the XXXX month I will be charged a late fee and report to the credit bureau. This is absolutely outrageous as this was not the agreement. They have a recording of the conversation on the day I called up to accept the agreement which I brought up but was brushed aside. I felt I am hitting a brick wall and believed this to be a mistake on their end and now they are denying the responsibility! The date I called to accept the Loan Modification was XX/XX/2022 from XXXX XXXX to XXXX XXXX. They have the recording as per their declaration. It should be retrieved for evidence of acceptance and payment start date prove. The number I called is XXXX.
Company Response:
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: CITIZENS BANK is the institution that I want to file against. They Debt collecting team put an unauthorized lock/freeze on my checking account on XX/XX/2022. I was not able to purchase food and supplies for my XXXX XXXX XXXX XXXX children. I was told my account could not be unlocked until the next day. I was in the middle of XXXX XXXX, XXXX enjoying family time with kids and I couldn't pay for anything. I am highly upset and disappointed with this bank because they also charged me 4 separate times for over draft fees in which I talked to a gentlemen and told him that money will replenish by the XXXX of XX/XX/2022. He told me thats fine and they would not charge me anymore. In recap I was charged a total of about {$120.00} in over draft fees. Also they were in violation of the law by locking my account without my permission. Which is up to {$1000.00} fine in damages.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I am currently having difficulties with the creditor citizens world. I am a XXXX women on a fixed income and can not keep up with the payments or afford the high-interest charge. I consulted about a Bankruptcy but because i am Judgment proof, the pro bono attorneys won't take me on as a client. This collector continues to send me statements after A cease and desist letter was sent out to them over a month ago. At the moment these letters are causing me lots of stress and impacting my quality of life. Fair Debt Collection Practices Act, 15 U.S.C. section 805, you are hereby notified to cease and desist all further communication with me in regards to the above-referenced debt.
Company Response:
State: NY
Zip: 11372
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022 the authorized rep for the business trust deposited a money order for the amount of {$5000.00}. the following day the funds were cleared. On XX/XX/2022 a call was made to a different branch inquiring about the deposit and to reassure the funds were cleared. The officer with who I spoke reassured me the funds were cleared. On Monday, XX/XX/2022, a second deposit was made to do an asset transfer and purchase an RV for the amount of {$250000.00}. The money order was deposited and a deposit slip was handed over. The transaction was complete. The previous deposit was cleared. A confirmation was made. The following morning a review was made online with the account and the funds were not available as expected. The funds showed that they were cleared and then removed from the account once they were cleared. The previous deposit of $ XXXX was now on hold. A call was made to customer service which informed me that the $ XXXX was under review because of the size of the deposit. I inquired about the $ XXXX and was informed that they were reviewing that even though the funds cleared. I was on the phone discussing this and reviewing online at the same time. After the phone call, I needed to relog in my account but realized they locked me out. I had to contact customer support again and was now informed after just getting off the phone that my online account was now suspended and if I needed to review my account to visit the branch. I contacted the branch and spoke to one of the officers, she was aware of the transaction and knew it should have not had any issues considering the other instrument cleared. The first instrument was instructed to be brought to the Fedwire window or XXXX XXXX XXXX XXXX for processing. The officer acknowledged my request and was aware of the procedure. The officer I spoke to informed me that she would look into the matter and get some resolution., While she called back-office managers, they were familiar with the process but were unable to assist her with completing the procedure. She continued with her fiduciary duty to assist in the transaction. She was aware the account number was correct. She was also aware there was the clearance of the instrument but uncertain why the funds were removed. She called a different officer who threatened her with her job and told her to stop her duty. A few days later I received a " notice of advice '' letter stating the instrument and only the second instrument was nonnegotiable. It did not cite what the deficiency was. The instrument met all provisions of the UCC articles 3,4,5 and 9 also the negotiable instrument act and banker laws act. Along with title 12 and such.I called and inquired on the phone. The customer service responded with the issue about the account number. I said that was impossible because the very first time I tried the officer informed me the account number was not the issue and the issue was a result of the routing number. I informed the very first office this on XX/XX/2022. I also informed her that this was a special deposit that required your assistance and fiduciary to process at the Fedwire window. She said she only had 4 years of experience and was not too informed on how to process it but was aware of the procedure. She informed me to come back when a manager was available. When I came back I had made an adjustment to the note and hand-wrote down a new routing number as I was instructed of XXXX different numbers to use that would be easy for the bank trustee to figure out. I was also informed I can only provide as much service for my duty as a trustee. We have limited powers and can only do so much for our beneficiaries. So now I used a different routing number but the bank manager would not even attempt to process the note since it was handwritten. It is in the provisions that these notes can be handwritten, printed or typed.but handwritten is best, It really doesn't matter. So I went home and printed a new one up and went to my branch which was open that day. they have not been open all the time and have been closed during business hrs. I went to the teller and submitted the note and endorsed it and was handed a deposit receipt. I had the routing number correct and the account number was verified as correct. As It should since I possess the account card. The excuse they are using is that the account number is invalid, but it is not I can see the transaction on my ledgering and they are blatantly lying that they removed the credit from my account while the credit is now on their ledgering in the amount of {$250000.00} This transaction was from the contract trust account it must be reported on an IRS 3520 as a foreign gift from the trust. This amount was embezzled from the CITIZENS BANK institution and they are trying to cover it up. I spoke to the Office of Chairman XXXX XXXX. When speaking to her she needed to verify the information on the account. The account was opened with a EIN and only a EIN but upon speaking to her she was demanding a Social security number and I informed her no social security number was used to open the account and it was a felony asking for it. She continued to demand it/compelled me against my will for it, in order to discuss the account. I informed her it was a trust account number that is not to be given out but I will find that since you are compelling me for that number for verification I will provide the Social Security Trust number. Upon doing so she was now " Able '' to discuss the instrument and claimed the instrument was non-negotiable because the account number was invalid. I said to her did I just not give you the social security number to verify this account. She did not have much to say other than the account number was invalid even though it was used to fraudulently verify the account. I am demanding the W9 EIN from this institution so I can file my 1099forms and report this foreign gift with my XXXX but now must report the embezzlement. the account number is valid the funds were stolen. As this is also a violation of the irrevocable trust documents and security agreement that was used to open this business trust account. There were several documents requested at the time of opening and they were provided and now violated. I also provided a power of attorney and w8 and several other documents. I have demanded the 2 instruments returned, but CITIZENS BANK refuses to return them. I have requested a full accounting they have ignored that request. I called today. XX/XX/2022. Once again, I spoke to a few employees named XXXX XXXX and XXXX XXXX. I tried providing my XXXX and they have no record of it. They claim they have no records of the account that I have mentioned. He continued to demand the social security number I had asked him how he acquired that number when I myself do not have a social security number and that number is associated with a transmitting utility., I informed him that the number is private once again and it is a clear violation of 42 USC sec 408 this must be the 5th time I have been compelled to provide this number. This is a clear violation of identity theft and fraud upon the bank committed upon me and my account.. They have removed {$250000.00} from my account and now the account is overdrawn and is sending me extortion bill 's in the mail. They have extorted funds online and through the mail.
Company Response:
State: NY
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: 2022-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I enrolled within a COVID-19 forbearance plan offered by my lender. The program was 18 months in total, which I was in monthly communications with both my lender and the 3rd party servicing company which serviced the forbearance plan. I followed all rules and regulations communicated to me via phone conversations and online instructions. Upon completion of the 18-month forbearance, I was instructed to make payments directly to the loss mitigation department, of which I have completed 4 transactions to date. All payments were applied and withdrawn from my corresponding checking account. I am still waiting for my paperwork, as I have only received payment confirmations via US mail. Per the guidelines set forth in the program, I should not receive any derogatory impact to my credit. Upon a monitoring alert and subsequent inquiry, I was indeed reported late ( 120+ days ) by my lender. I immediately informed the loss mitigation department upon discovery, where a dispute was then filed. I followed all verbal instructions given by the representative, who also had to make appropriate adjustments within my file to reflect the payment transactions.
Company Response:
State: FL
Zip: 34990
Submitted Via: Web
Date Sent: 2022-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: A Hard Inquiry appeared on my credit report on XX/XX/2022 from Citizens Bank. I called them the very next day and spoke to someone in the fraud department. They ran my social security number into their system and didn't find any new applications or cards in my name. They said I could write a letter and they will investigate further. I also disputed the inquiry twice with XXXX and both times their report was that it was a truthful inquiry. I called XXXX myself a couple days later and asked them what information they were receiving from Citizens Bank that made them think it was truthful but they only said they would send me a copy of my credit report. So they weren't very helpful.
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2022-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A