Date Received: 2022-06-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I submitted to transfer money from my Citizen 's online savings account with their bank to bank transfer service. I submitted a request on XX/XX/XXXX to transfer money from my XXXX XXXX XXXX Account of {$4000.00} to my online Citizen 's online savings account. I received this email on XX/XX/XXXX : Transfer Details Item # : XXXX Amount : {$4000.00} From : XXXX XXXX XXXX, Checking XXXX To : Citizens, One Deposit Savings XXXX dotted line For security reasons, your funds transfer request from XXXX XXXX XXXX, Checking account to Citizens, One Deposit Savings account has been stopped. As a policy, we need to review the transaction. In order to complete this review, it is necessary for us to speak with you. Please contact us at your earliest convenience at XXXX between the hours of XXXX XXXX and XXXX XXXX EST. Sincerely, Customer Service I got busy at work and being on vacation and I was unable to contact Citizen 's until XX/XX/XXXX when I noticed the {$4000.00} was not refunded to my XXXX XXXX XXXX Account. The gentleman informed me that the transfer didn't go through to Citizen 's and I needed to contact XXXX XXXX XXXX to figure out where the money was. I contacted XXXX XXXX XXXX on XX/XX/XXXX and they informed me they needed a XXXX # from Citizen 's to locate the money. I contacted Citizen 's on XX/XX/XXXX and I spoke to a XXXX who is a XXXX at the XXXX branch and she informed me my bank to bank transfer service with Citizen 's was locked and {$4000.00} was on hold and she could not provide me a trace #. She instructed me she would check on this matter and contact me by phone on XX/XX/XXXX. She did not contact me on XX/XX/XXXX. I contacted Citizen 's again on XX/XX/XXXX and was told the {$4000.00} never came to Citizen 's and was with the transfer system ( XXXX, I think I was told name of the company ) and I was provided the following trace # XXXX. The gentleman at Citizen 's instructed me t contact XXXX XXXX XXXX and have XXXX XXXX XXXX request the money back with the trace #. I contacted XXXX XXXX XXXXXXXX on XX/XX/XXXX and they instructed me that they were unable to locate the money with the trace # and the money was still with Citizen 's and needed to come from Citizen 's. The gentleman at XXXX XXXX XXXX instructed me to post a claim on your site. I am filing a complaint that Citizen 's is refusing to credit the {$4000.00} to my account with their bill pay product.
Company Response:
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Received a letter from Citizens bank ( XXXX XXXX, XXXX XXXX XXXX XXXXXXXX, XXXX, RI XXXX ) regarding payment due on a LOC secured by my home. In the letter they said they would " settle your account with one payment in the amount of {$1100.00} which is equal to 80 % of your outstanding balance. Upon receipt of your payment, your account will be considered settled-in-full and will notify the credit bureaus accordingly. '' Letter is date XX/XX/XXXX. I wrote a check and mailed it on XX/XX/XXXX, check # XXXX in the amount of XXXX on the FOR line I wrote " balance on XXXX XXXX ( which is the home the LOC was taken against ). On my cancelled check Citizens stamped it " received XX/XX/XXXX ''. On XX/XX/XXXX the check cleared my bank account. The amount that was suppose to be forgiven was {$280.00}. And I had been faithfully making payments. I subsequently received a collections letter from XXXX XXXX XXXX, XXXX XXXX XXXXXXXX, XXXX XXXXXXXX XXXX XXXX, PA XXXX. My daughter, XXXX XXXX XXXX, who has full XXXX, wrote them a response, attaching all the above mentioned documentation and mailed it XX/XX/XXXX. They never responded. Today, XX/XX/XXXX a letter arrived in the mail from XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, WA XXXX- for mailing the address is XXXX XXXX XXXXXXXX XXXX, PA XXXX ) demanding payment for the {$280.00} - the amount the bank indicated they would forgive if I paid the {$1100.00}. My daughter XXXX will respond to this letter as well - as I am XXXX XXXX XXXX, she now handles all of my finances. I find this repeated contact to be harassing and a form of XXXX XXXX I faithfully paid the bank in accordance with their written instructions. Neither myself nor my daughter should be having to continually respond to these letters, not to mention the costs involved with writing and mailing these letters certified, return receipt. I am very fortunate to have a daughter who is a CPA and can read and understand these documents and knows that they are false claims. Most people in my situation would think this was a legitimate claim and just pay it- thus being " swindled '' out of money that actually is not owed. It is rather unconscionable behavior- which is why I am taking the time to report these institutions - I know they will receive the letter from my daughter it will be dropped - until the bank turns it over to the next collection agency. Any help you can give to stop this situation would be greatly appreciated- not to mention stopping this practice being done to other XXXX people. Thank you for your time and attention to this matter.
Company Response:
State: TX
Zip: 78418
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens bank is awful. They have done nothing to change the fraudulent activity happening in mine and my husbands accounts. On four different days, someone has hacked our savings account, making multiple withdrawals. First one was for XXXX, second one was XXXX, after freezing the accounts whoever is doing this was able to withdrawal another XXXX and another XXXX. I am extremely frustrated with this situation. Its unacceptable that its not being taken care of.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job due to the pandemic. I applied for mortgage assistance with citizens bank three times and was denied. I reached out to my local HUD office and applied for HAF ( homeowners assistance fund ) in XX/XX/2021 Citizens has failed to complete the onboarding process with HAF. After reaching out to Citizens multiple times and being told by multiple departments that someone will be looking into it, I received a letter from citizens bank that they have began the foreclosure process on my home. I have since reached out to citizens bank, their foreclosure lawyers and HAF and HUD to no avail. This has been almost a year of back and forth communications with multiple agencies that have not been able to help.
Company Response:
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-28
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I received a home call from a sales person from XXXX XXXX XXXX who outright lied and said that the equipment is free but I had to pay a monthly payment of {$96.00} to keep my security services active. When I was signing up for the fake monthly security services, I received an email looking to confirm my line of credit for {$4000.00}. I did not confirm the loan and told the representative that I was not interested and that told him that he did not disclose that this would be a {$4000.00} loan and I let him know that I was not interested. He apologized and said that he was new and had not been trained and did not know that this was a loan to finance the equipment. I received a text the next day from Citizens and I called to let them know what happened with XXXX and that I wanted to dispute the charges because I didn't accept the security equipment and I didn't confirm the loan online electronically. They told me that they could not close the account for 30 days after I explained that no account should have been opened because I didn't sign for a line of credit. I would like to dispute the charge and report XXXX for misrepresenting their terms. I am not trying to get into debt and acquire a {$4000.00} loan and if that would have been disclosed, a line of credit would not have been opened.
Company Response:
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX divested their retail bank to Citizens Bank XX/XX/2022. I received a letter with my new account details, but no credit card, debit card, nor online access. I rang Customer Service in XXXX to update my XXXX cell so I could enroll online but after XXXX hrs on call the agent said it wasn't possible ( XX/XX/XXXX as I needed an active cell on profile to receive security code from agent ). They acknowledged they had made a mistake not sending me banking cards. I rang again XXXX to talk to someone else and was left on hold for XXXX. I then raised complaint XXXX XXXX with you, and XXXX XXXX from Citizens Chairman Office contacted me by email XX/XX/XXXX with some options. I asked her via email to set up a call and left a voicemail with no response. XXXX XXXX contacted me on XX/XX/XXXX, I also asked to set up a call with no response. I continued to receive letters in the mail with no option to resolve my issue without calling Citizens Bank. I finally got onto an agent XX/XX/XXXX, after several further failed calls with Customer Service line and Chairman 's Office. I finally got to an agent ( who was unable to help ), then transferred to someone in Online Banking who was able to enroll me using alternate security questions. This issue has taken more than 2 months and at least XXXX of my time to resolve. If I had needed to rely on that money for rent, I would have been homeless, which is unacceptable service from this financial institution. Would like this noted on record and used as a teaching tool for customer service agents, as only XXXX out of XXXX was able to resolve my problem.
Company Response:
State: CA
Zip: 90042
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello, I am having problems with Citizens Bank. My original home loan amount was {$310000.00}. Due to the pandemic, I had to get a forbearance. At this point my loan balance was {$310000.00}. I have since deferred my loan and am now selling my house. According to my calculations, I have paid {$17000.00} in total towards the principle of my loan, and should owe less than XXXX. I called the bank to get a payoff amount and they said it was {$310000.00}. This is only {$1000.00} less than the original loan amount. The bank told me my payoff amount is about XXXX due to them adding {$14000.00} to my loan for the time I was in forbearance. I have called the bank several times only to get the run around from one department to another, as well as having my call disconnected several times, without anyone being able to justify why I am being charged so much. Please help me remedy this situation. Thank you XXXX XXXX
Company Response:
State: VA
Zip: 23113
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Someone is trying to open a credit card with a line of credit for XXXX With citizen world Fraudulent
Company Response:
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2022-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hello, I am writing regarding a 30-day late penalty that has been applied to my credit score due to misinformation given by Citizens. I took out an installment loan with Citizens One Auto Finance in XXXX. Since then, my father has been making the payments for me every month on time. The final car payment was made on XX/XX/XXXX. Since then, I continued to receive numerous letters from Citizens dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX each stating that the Vehicle Loan is now paid in full. The Lien Statement, certifying that the lien in favor of Citizens Bank NA has been fully satisfied is signed by a Citizens Bank Agent and was sent out on XX/XX/XXXX. I am currently in the process of trying to purchase a home and had been preapproved in XXXX for a $ XXXX loan from XXXX XXXX. I thus have been extremely attentive to ensuring that all my finances are in order. I then found my dream home! As I began to talk offers with my relator and loan officer, I was notified by XXXX that my credit score has dropped almost one hundred points. I instantly called my loan officer in a confused panic. When my loan officer and I called Citizens for clarification on XX/XX/XXXX, I was informed only then that the payment made over the phone on XX/XX/XXXX bounced due to an incorrectly inputted routing number. Citizens states that they sent out a letter through USPS notifying of the bounced payment. A letter which would have been mailed out AFTER Citizens sent the multiple confirmation letters stating that my loan is paid off in full. I did not receive said letter. On XX/XX/XXXX at XXXX XXXX I spoke to a supervisor who confirmed the mistakes, inputted a credit dispute, and asked me to pay my final amount of {$730.00} over the phone in order to resolve all issues and pay off the loan in its entirety. I began to call again in order to gather understanding on what happened with my payment and to ensure that it is being addressed and working towards a resolution. I called citizens bank over 2 dozen times in attempt to gain more understanding of the situation as well as the status of my case. There have been 3 occasions which the Citizens Bank call center has given me fake escalation numbers as well as over 8 times that I was abruptly hung up on after being on the line for 40+ minutes. This is very unprofessional and unbecoming of a federal banking institution. The handling of this has felt like a bad transaction in a third world, foreign country, not the United States of America. It gets worse. I called XX/XX/XXXX and another credit dispute was inputted on XX/XX/XXXX ( case # XXXX ) for the mistake. After talking with multiple Citizens supervisors, each agreed on a recorded line that all late fees would be waivered due to error on their end. On XX/XX/XXXX I received a letter in the mail from Citizens stating that my final and total amount due is {$750.00}. On XX/XX/XXXX I received a letter in the mail from Citizens stating that my final and total payment is {$660.00}. On XX/XX/XXXX I received a letter in the mail from Citizens stating that my final and total payment is {$640.00} and that I must pay by XX/XX/XXXX. When calling for a better understanding given the confusing and contradicting letters, I was told by one supervisor by the name of XXXX, that my payment was rejected due to Citizens Banks requirement to have all final loan payments paid by mail, that if a final payment is attempted online or over the phone, the system will automatically reject the payment and that is what happened with my account. I asked XXXX to break down everything that the system is showing for my account and what was mistakenly done by Citizens, as well as a breakdown of the final payment needed. On I believe XX/XX/XXXX, XXXX provided me with my dispute case number ( XXXX ) and told me that my final payment needed is {$710.00}. Due to this being another new amount, I stated that I did not yet feel comfortable making the payment before consulting with my financial officer. Once again, my mortgage lender who I authorized to be on every conversation, is in disbelief of the contradicting information given and the refusal of further assistance in understanding or clarification of a loan process. Something that I, being in the mortgage industry, also have extensive knowledge regarding the laws and rights of a loan. Given the above information I called back the next day to clarify further. I spoke to supervisor XXXX XXXX on XXXX XXXX who provided me with my credit dispute case number ( XXXX ). XXXX XXXX then information me that the information given to me the day before regarding payment method of my XX/XX/XXXX payment bouncing because it was taken over the phone was indeed false and that all final payments can be taken in any form. When asked why no other form of contact was attempted, I was informed that Citizens only uses USPS mail. On XX/XX/XXXX XXXX informed me that the final payment amount needed was {$770.00}. Due to the inconsistency of employee company knowledge and professionalism, I was skeptical and consulted with my financial officer before paying. He advised that this is indeed illegal activity and began to take action writing to Citizens Bank CEO, XXXX XXXX, as well as wrote disputes letters to all credit reporting bureaus to ensure that the false 30-day XXXX late fee would be removed and for clarification on what on earth is happening with my account. At this point in the process, I have been given 3 different dispute case numbers, given incorrect and contradicting payment process information by different supervisors of the company. In addition to having now been told 5 different pay in full amounts that I am expected to pay immediately. Unfortunately, I was running out of time due to the payment due date approaching and the housing markets interest rates rising by the day, I am terrified that my credit score would be negatively affected again if I did not pay by XX/XX/XXXX even though I had no clue what my true payment was and had no true way of finding out. I called and spoke to XXXX XXXX the morning of XX/XX/XXXX for another attempt to desperately ask for clarification on what I need to do to end this nightmare once and for all. XXXX XXXX informed me on XX/XX/XXXX that if I paid the final amount BY the due date of XX/XX/XXXX then loan in its entirety would be paid off in full for {$710.00}. I informed her that that was not the amount stated on the letter however she assured me that that was indeed the correct amount needed to be paid. I made the payment over the phone with XXXX XXXX the morning of XX/XX/XXXX for {$710.00}. XXXX told me that the payment would process if paid today, no fees will be attached and that she will reach out immediately if she runs into any issues. The payment was taken out of my account on XX/XX/XXXX for {$710.00}. An additional charge of {$45.00} was taken out of my XXXX XXXX account on XX/XX/XXXX labeled REGULAR PAYMENT. I have never received this charge before and was uninformed of it. This payment was unauthorized. When my XXXX credit score was posted, XXXX notifies me, I look eagerly only to see that a new 30-day late fee had been reported by Citizens Bank for the month of XXXX. At this point, I am baffled at the second late fee. The payment IS NOT LATE. Citizens bank is NOT a company which I entrust with my personal information nor my money due to the blunt lack of federal, financial, moral, a legal knowledge which they have used to take advantage of me by giving out false legal documents, false payment information, and inaccurate personal record data. How am I to pay a company when they can not even tell me what my final loan amount is? I received a call from XXXX on XX/XX/XXXX from the initial conversation on XX/XX/XXXX to the conversation had on XX/XX/XXXX with XXXX at Citizens who stated she is the highest level accessible and there is no further contact above her. XXXX called to notify me that they will NOT be disputing the 30-day false late fee due to the companys requirement to abide by the ethics in standing by the reporting of only accurate information to the credit bureau . When XXXX was responded to with the inquiry on why an agent signed lesion statements and numerous letters of confirmation that my loan payment has been paid off in full letters which were sent days after the payment was made and days after the payment bounced as well as the 5 different amounts told due, Citizens IS sending out signed inaccurate information by reporting false information to not only the customer but it is also false credit information being reporting to the bureaus. When asked this XXXX XXXX stayed silent for 8 seconds and finally stated that this is the final determination. Thanked us for our time and ended the phone call. I am writing to you directly due to the time sensitive severity of removing the past due payment from my records. As I mentioned briefly, I am in the process of trying to buy a home and this has been detrimental to the process. I ended the lease to my 2-year apartment because I was supposed to be moving into my dream home. Now, thanks to Citizens, I lost not only my dream home but also due to the time that this has taken on top of ruining my credit score, they have also ruined the opportunity for me to become a homeowner. I am writing to plea as my last resort. The bounced payment was not due to lack of funds. I would have corrected the error instantly if I was made aware and would have made the final payment if the final payment amount was given to me with accuracy. Respectfully.
Company Response:
State: FL
Zip: 33603
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank continued charging PMI for 4 months after the loan balance was below 78 % of cost/fmv. The bank acknowledges taking more PMI however they are refusing to refund the excessive funds that were taking from our account ( approximately XXXX usd ).
Company Response:
State: GA
Zip: 30542
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A