Date Received: 2022-05-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have XXXX different claim complaints numbers because my card was being used by someone else without me knowing until it was too late. It happened mainly in between XX/XX/XXXX to XXXX XXXX, I shut the account down but by then it was all gone. In the month of XXXX I had {$18000.00} deposited into my account. When I shut it down on XXXX XXXX I only had {$660.00} left. I have no idea who it was and the bank will not give me any evidence to hold anyone responsible. I asked for camera pictures of the atm withdrawal or anything at all for them to decline my refund and they will not. I did go to police and the police in my borough didn't do anything to help either. I called state police and they told me there's nothing they can do. No one will help me! One of the " atm '' withdrawals were addressed to a residential house in a different county and still they can't tell me anything about it. I had my card the entire time but they are saying my card was present for all the transactions and atm withdrawal but that IS IMPOSSIBLE! I HAD MY CARD ENTIRE TIME! Another reason I was not aware of it being used unauthorized. I need someone to help me! I need someone to take me serious! Please...
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens Bank acquired my XXXX savings, checking, and overdraft accounts earlier this year. I began trying to close those accounts in XXXX. This required several phone calls, a branch visit, then several more phone calls. It appears my accounts are finally closed, but Citizens continues to send me statements for the savings account, which required yet another phone call to them today. They advised me to ignore the statements. I won't go into the details of my branch visit and the at least five phone calls required to get them to close my accounts, but I think they should be investigated, because their incompetence is truly astonishing.
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: In XX/XX/2022 I requested a balance transfer involving Citizens Bank. On XX/XX/2022, Citizens approved my request for a balance transfer but unfortunately sent the funds to an account that does not belong to me. On XX/XX/2022, I informed Citizens that a mistake had been made and that money had been transferred to an account that does not belong to me. During that call I was informed that the issue would be resolved in 3 to 5 business days. Despite numerous phone calls to Citizens, the issue has not been resolved. In late XX/XX/2022, I received a bill from Citizens informing me that I owed the bank the money that I had requested in the balance transfer. I reached out to Citizens on multiple occasions concerning this matter, and, to date, the transfer of funds never reached me. I am disputing that Citizens is requesting payments for money that I never received.
Company Response:
State: PA
Zip: 15102
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I made my mortgage payment by phone on XX/XX/2022. It was deducted from my checking account on XX/XX/2022. Citizens Bank, which holds my mortgage, says they did not receive the payment. I have provided the confirmation number I was given when I made the payment. I have sent them the tracer number from my bank XXXX XXXX XXXX ). I have sent them a screenshot of my account showing the debit of {$2900.00} going to Citizens Bank on XX/XX/XXXX. They haven't responded to any of this, and when I call insist that I owe them for XXXX, 2022. Thank you for any help you can give me.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Unauthorized credit card opened in my name from Citizens Bank. Which is hurting my credit score an negative credit report
Company Response:
State: MI
Zip: 48204
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I previously had three savings accounts that were with XXXX, but XXXX was bought by XXXX and my accounts were converted to Citizens. The accounts were then set up on a weekly withdraw from another bank, so that I could build up my savings, but unfortunately XXXX never communicated to me that they would be taking my savings and applying it to a previous debt with them, which was deception and fraudulent because : 1 ) In 2016 I filed Bankruptcy with the Florida XXXX XXXX XXXX XXXX ( case number XXXX, and it was approved by the courts, before it was approved, Citizens was invited to attend the meeting of creditors, but didn't show up, nor did they offer any objections, none of the creditors objected. At this point, Citizens have violated my rights under XXXX XXXX and in addition to taking all the assets from my three accounts with them, they also forced me to pay {$36.00} to XXXX XXXX to block them from taking additional funds, after I spent nearly two hours on the phone with their reps getting no where fast. I appeal to the Consumer Protection Bureau to rectify this matter, and to also prosecute XXXX XXXX for violating my rights under XXXX XXXX, in addition, XXXX XXXX XXXX the CEO of Citizens should be charged with enabling fraud, it's under his leadership that Citizens has overstepped their boundaries and fraudulently taken funds that should not have been taken due to the XXXX XXXX filing. In 2016, XXXX had the opportunity to challenge my bankruptcy hearing, they choose not to attend, that is not my burden. I want all funds returned to me by check, I want to be reimbursed for the {$36.00} from XXXX that I had to pay because their Customer Service refused to close the accounts. In addition, I believe XXXX XXXX XXXX should be charged with fraud, he is the leader of this shady operation, and the buck stops at the top. I consulted with my lawyer from the bankruptcy, XXXX XXXX, he said what Citizens did was an infringement on my rights under XXXX XXXX. I expect either the CPFB, or FDC to fine Citizens for this action. I want my money back, and I dont want to deal with their incompetent Customer Service . It's time to lock crooks like XXXX XXXX up, they have ne regards for the laws of the country and do as they please.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I received a text message from ( XXXX ) XXXX at XXXX. EST on XX/XX/2022 See the attachment which reads as follows : Citizens Bank : Are you trying to sign in from a new device or location? If you don't recognize visit : XXXX to Protect your account. I contacted Citizens Bank immediately and the representative gave me this contact information.
Company Response:
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Someone fraudulently opened a XXXX of XXXX at Citizens XXXX using my name and SS XXXX. I did not open, know about, nor authorize this account. My information has been made available by hacks to XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. I received a paper bill in the mail on XX/XX/22 for {$1200.00}. I do not have the full account number because I did not open this account. I called Citizen XXXX and informed them it was fraud. They explained that the account had been entirely handled online- the application and all communication, which is why I did not know about it. I only received a paper bill because the payment was overdue. I filled out an Identity Theft Victim Complaint and Affidavit. I filled out a Police Report with the XXXX Police Department. I registered the fraud with the FTC. However, despite all of that - Citizen XXXX is refusing to acknowledge this account as fraudulent. In fact, they refuse to even close the account so the thief can still use the account. The account was used to purchase " XXXX XXXX XXXX '' at XXXX. I called XXXX and they apparently have information on who perpetrated this crime but it can only be given to law enforcement. I have forwarded that information to my local officer who took my complaint. I have not heard back from the police. Still, after all this, Citizen XXXX has denied my claim of fraud. They have given no reason why they denied my claim. I am not aware of any research or investigation on their part. They have not verified that purchased good were not sent to me. They have not verified that any emails used were not mine. They have not verified that any IP address used was not mine. They asked me for my Driver 's License and copy of mortgage insurance bill for the fraud investigation, which I provided, but they obviously didn't ask any identifying information of the thief who opened this account. To hold me responsible for their mistake is ridiculous.
Company Response:
State: CA
Zip: 915XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I still have no access to my funds ( monthly deposits from my corporate pension ) since my current bank bought my checking and savings accounts from another bank. I live in XXXX, XXXX and possess no US phone therefore it is impossible to have e-banking or the XXXX banking app. The only option to access my funds are with the debit card and a valid PIN. To this day, the two PINs I was provided are Invalid PIN. Despite earlier promises, the bank finally shipped me my debit card via XXXX on XX/XX/XXXX, however, the bank forgot to send the PIN via a separate post. I received the letter with the PIN finally on XX/XX/XXXX, however this PIN to this day remains Invalid. On XX/XX/XXXX XXXX XXXX tried to help by activating the card and by providing me exceptionally with a temporary Pin over the phone, however that PIN as well has been Invalid. Almost all customer support assistants that I spoke to, are very friendly, patient, resourceful and professional. However my problem remains unresolved despite 13 lengthy phone calls after the bank takeover took effect : On XX/XX/XXXX ( XXXX XXXX XXXX, XX/XX/XXXX ( XXXX XXXX, who then passed me to XXXX XXXX XXXXwas disconnected ), XX/XX/XXXX ( XXXX XXXX ), XX/XX/XXXX ( XXXX XXXX XXXX XXXX XX/XX/XXXX ( XXXXy -was disconnected ), XX/XX/XXXX ( XXXX XXXX & XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX ) XXXX XX/XX/XXXX ( XXXX XXXX XXXX? ), XX/XX/XXXX ( XXXX XXXX & XXXX XXXX XXXX, XX/XX/XXXX ( XXXX XXXX ) and XX/XX/XXXX ( XXXX XXXX XXXX ) I also made several calls before the merger and was told to wait until after the merger date. On XX/XX/XXXX ( today ) XXXX XXXX confirmed that a new PIN will be posted to me. Given that the previous PIN posted to me has been invalid, I do not expect that the new PIN, which I should receive approximately by the end of XXXX, would be any better. I would appreciate any help you can provide me with. Thank you!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I came out of forebearance and requested hardship and wrote a letter and signed a mortgage assistance form as request to my Mortgage Lender Citizens One. I was granted a Loan modification to begin 4 trial payments, starting XX/XX/XXXX. {$2500.00}. The Problem I am having is the Mortgage Lender Citizens One... will not provide or mail me any new paper payment statement. I have numerous time, called the Lost and Mitigation department and have gotten the round around. The Loss and Mitigation dept. at Citizens One, say I need to contact customer service, then customer service says I need to contact the Mortgage dept, then the Mortgage dept says I need to contact the consulting dept, then Consulting Dept, sorry ... .but only the Lost and Mitigation department can correctly send you a new payment statement with the new loan modification so i can submit a payment. Other wise i am being told by the customer service that my payment is {$2800.00} ... and do see the new payment being change on their screens. Customer service has no records of the new payment being changed from {$2800.00} to {$2500.00}. So I keep going around and around in circles. I requested to speak to a manager at the Lost and Mitigation - the representative says - she can not transfer me to complaint to their manager ... that I need a new payment statement with my loan modification to show the payment {$2500.00}, Still I have not received any new payment statement to my address or at my email. This load modiciation made to my mortgage is now for {$2500.00}. It is a trial to make 4 monthly separate payments of {$2500.00}, if i fail to complete the trail... .my home could go into foreclosure. Another problem, is Citizens One, still have not provided me with years end 1099, i have numerous time... requested that be sent by mail or email to me ... to this day... they still have not provided this request. I also requested a Hardship to Citizens One due the death of the co-borrower ( joint ) account with XXXX XXXX my partner of 20yrs on the mortgage. XXXX XXXX died of XXXX and request Citizens One for relief until end of XX/XX/2022. I still have not heard back after I provided his death certificate and information obituary from the news paper. I signed the form for Mortgage assistant as requested by Citizens One.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A