Date Received: 2022-04-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This letter is written regarding several issues impacting my banking experience with Citizens Bank XXXX ID # XXXX. The headquarters for this establishment is XXXX XXXX XXXX XXXX XXXX XXXX. My husband and I have a joint account with this bank, and have maintained this account since XXXX. We have observed on several occasions an issue regarding our funds not being accurately represented in our available balance, thus creating reoccurring overdrafts. When making purchases over {$50.00}, my husband and I regularly check our bank balance to insure we have the fund necessary to cover our purchase. In the event that we do not have the funds, we always transfer money from our savings account to ensure the charges are covered. We have experienced on multiple occasions our available balance not being accurate, and within a day or so, the account will be over-drafted. Most recently, for example, our account was overdrawn XXXX. However, on Sunday, XX/XX/XXXX, we had a positive balance of ~ {$62.00}, and I transferred another {$80.00} to cover my XXXX purchase of {$110.00}. According to my mobile banking information, despite having a positive balance of {$62.00} and transferring and additional {$80.00}, my account balance today is showing my XXXX purchase over drafted my account to XXXX. Then subsequent charges followed further overdrafting the account. As I understand my banking agreement, when I do not have the funds available in my account to cover a purchase, my card should decline. However, my card did not decline at XXXX, nor the gas station, nor any other establishment I visited that day. This has been a habitual issue with our experience at Citizens Bank. We are constantly penalized with overdraft fees despite our available balance showing a positive ledger. We believe Citizens Bank to misrepresent our funds due to these issues. My husband and I both receive direct deposits to this account from our employers. On XX/XX/XXXX, I was paid {$950.00}, however due to the misrepresentation of our available funds, once my check was credited to my account, the funds were reduced to {$790.00}. That is a difference of {$160.00} that is unaccounted for. My account was not overdrawn prior to my direct deposit, and we had a positive available balance showing in our mobile banking application. In addition to our funds being misrepresented, we constantly have issues with accessibility our account information after XXXX XXXX XXXX. There have been several times where my husband or myself have not been able to log into our checking account to verify the funds in our account. This is incredibly inconvenient despite have the latest software and XXXX.
Company Response:
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: In 2019 my husband and I decided to change our bank to a credit union through his work. We switched out our direct deposit and waited a week prior to contacting citizens to close out our account. We were told the account would be closed and there was nothing more to do on our part. We called the XXXX number to close being we only had one car at time and my husband used it with work when bank was open. This is verifiable by looking at transactions and seeing we had our direct deposit for years weekly and then it stopped. Today I got a copy of my XXXX system report and seen citizens listed as account abuse and owe {$170.00}!!! This was the First We knew about this. We had NO outstanding checks which can be verified that no checks processed. We were charged this from closing our account? We are said we have abuse because we closed our account? We never once heard from the bank and we assumed this was closed! We need this investigated and the fee removed and our XXXX system report removed because this was not our doing! This account was not negative when we closed it!
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received an email from Citizens online bank. The email notified me that an account was opened up in my name. i called the bank and they have closed the account, but then I received an email from a credit card application after. This happened as of XX/XX/2022.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I received a letter dated XX/XX/XXXX from my XXXX XXXX XXXX XXXXssued through Citizens bank. In this letter i was informed that your agency made a ruling that allows them to change my fix interest rate credit card to a variable interest rate. I've had this card since XXXX and have an interest rate of 7.74 %. they are now informing me that this rule is discontinuing the use of the XXXX index so now they will be using the prime rate. So as I understand it my interest rate is now a variable rate which will obviously go up now that the prime rate is going up. I did call the credit card company and the rep said that it is CFPB that is responsible for this change. How is this possible? I thought you were supposed to an advocate for the public. Please explain how this can happen. At the end of this claim I put Citizens bank but I hope you revue this first because if the CFPB has made a ruling that allows credit card companies to make this change then my problem is with the CFPB as the CC companies are just taking advantage of a ruling you made in their favor.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was told by XXXX that all my accounts including my credit card accounts would be transferred to Citizens Bank by XXXX XXXX. I have already made a complaint against Citizens about another issue. It seems that Citizens takes liberties they are not entitled to so they can charge extra interest, among other things. In this new example, it seems that Citizens Bank changes the date that a payment is due. I did not get any alerts about this nor did I receive any statement. For the month of XXXX I was under the impression that a payment was due on XX/XX/XXXX. The previous month I made my payment on XX/XX/XXXX, and had no penalties imposed on me. For the month of XXXX I made my payment on XX/XX/XXXX since the XXXX was on a Sunday. I did speak to a Citizens customer service agent on XX/XX/XXXX who told me I may be charged a late fee but once the account is updated I should call Citizens and they would reverse the late fee. Today I was reading my new statement dated XX/XX/XXXX and I did not notice a late fee but instead I noticed that I was charged more interest for the month, then for the previous month, over {$25.00}. I called Citizens and was told they could do nothing about it. In other words while there was no late fee on my statement, Citizens charged me more interest. The customer service agent claimed that my payment was not processed until XX/XX/XXXX and therefore I was charged interest. When I asked why I wasnt charged a late fee he had no answer. I am attaching two statements from Citizens, one for XXXX, XXXX ; the other for XXXX, XXXX and there are no late payments indicated but notice my interest payment has increased. Please tell Citizens to reverse this extra interest charge. On XX/XX/XXXX, my interest charge was {$170.00}, but for XXXX, it was XXXX. This is no way to do business.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Very unpleasant experience yesterday ( XX/XX/2022 ) closing out a few of our Citizens Bank accounts at the XXXX XXXX XXXX location ( branch XXXX ). What would typically take 5-10 minutes to complete this transaction took in excess of an hour ( probably even longer! ). Exacerbating matters was the fact XXXX, the Citizens teller was completely unprepared to transact this closure of our accounts hence we decided to forgo our other Citizens pending transactions and instead schedule a visit to an alternative Citizens bricks and mortar location just so long as we didnt have to deal with either XXXX and especially XXXX XXXX XXXX the branch manager. I am pretty much laid back but when I voice concern how long this transaction was taking, XXXX XXXX rudely and condesceningly suggested I take our business anywhere other than at his branch. Normally, the customer should always be right and when they simply voice displeasure to how long it takes to transact business it should never be taken personally. XXXX XXXX, the branch manager stated we should take " all '' our business to any competing bank just so long as it wouldnt be with Citizens. I am still livid and upset the way Citizens Bank treated my spouse as I was patiently waiting over a hour while this banking task dragged on and on infinitum. This was the very first time weve used Citizens at XXXX XXXX XXXX ( branch XXXX ) and rest assured I will personally never ever use XXXX XXXX XXXX or branch XXXX in the foreseeable future. I wish I had personally recorded the way my wife and I were treated as it would clearly document why this branch manager should undergo, at minimum, remedial training or even possibly replaced or terminated. I've served during war in the early 70 's, been cut open 4 times during my lifetime, and no one especially senior citizens should ever been treated in such a fashion. The last thing I need is for a ignorant rude branch manager giving me the " bum 's rush out the door '' for whatever reason.
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Applied jointly in late XX/XX/XXXX for mortgage refinance with our bank of 30 years, Citizens Bank. Seemingly intentional delay of processing for months, then when final employment verification was finally sent for one of us in XXXX, employment conditions had changed due to XXXX developed. Loan was denied. We are well-qualified for the loan. Asking for XXXX on a XXXX home that is almost paid off ( XXXX cash out & some payoffs included ) One of us developed serious XXXX issue ( XXXX XXXX ) that led to going on XXXX XXXX while waiting for this refi to get processed. Loan officer and local branch manager were asked to to consider upcoming XXXX XXXX payments as income but ignored and loan denied. Loan was reprocessed at significantly higher rate and fees with only other spouse-we were told it was only option. That loan hasn't closed yet. XX/XX/XXXX we were accused by phone of misrepresenting employment verification in XXXX ; the transition to XXXX hadn't even occurred yet then and we thought we'd be continuing in regular position with accommodations at that time. That ended up not happening, but didn't know that then. We've shared concerns with local and regional managers at Citizens, as well as the CEO. I was told XXXX weeks ago by CEO 's office that they were investigating, but no information has been shared since. Local and regional management basically ignored the issue and pushed higher cost loan forward.
Company Response:
State: OH
Zip: 44514
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint # XXXX Citizens Bank is not acting in good faith
Company Response:
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XXXX XX/XX/2022 I initiated an ACH transfer from my Citizens bank account which was swiftly blocked by the company. I called in and they unlocked it after 40 minutes on hold. On XXXX XX/XX/2022. This transfer was blocked a second time and my online access to my account was also blocked. I called them and they hung up after being on hold for 40 minutes. I called again and requested a call back which was answered again 1 hour later. Then they transferred me to technical support which hung up on me after 40 minutes of hold. I am not able to use this account at all right now. In late XXXX I opened this account with consideration of the {$400.00} new user bonus. I have fulfilled all requirements of this bonus and was trying to move over to it as my primary account. If citizens decides to close my account for no reason after I have tried my best to achieve this bonus, I would like the {$400.00} bonus along with my {$600.00} account balance in a check mailed to my house.
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This is a complaint regarding XXXX XXXX XXXX. On XX/XX/2022 a salesman named XXXX came to my door trying to sell me a security system. We talked for several minutes. He said that I would have to finance the equipment and that its a 5 year contract. I then asked him if anything would be added to my credit report. He said that it would be a soft inquiry to see if I qualified, but that nothing else would be reported. I specifically said I didnt want anything reported to my credit or else I did not want the system. I told him that I was not feeling well because XXXX XXXX XXXX at the time and that I did not feel comfortable making a big decision right then. He said I had 4 days to cancel if I didnt like the system. I agreed and then the technicians came to install the system and I turned them away because I really did not want to sign up under those conditions. XXXX came back to my house after XXXX being so aggressive and offering to send me {$160.00} on XXXX XXXX. I went ahead and signed up for the system. He made me do video recordings agreeing to certain statements. The system was installed and they left. XXXX only gives their customers 3 days to cancel. Well credit reporting takes about 30 days so about 30 days later, I get a notification that a new account was added to my credit report for almost {$3000.00} for this security equipment. I called XXXX and asked them to cancel my account because I was lied to and pressured to sign up for this security system. Since I was told that the balance would not be reported to my credit, I assumed this would be like financing a cell phone or cable/internet equipment. Those things are also tied to a service but are not reported on your credit. I spoke with a supervisor named XXXX and explained everything. He said that I would have to pay off the equipment and then I could cancel. So he basically asked me to hand them almost {$3000.00} for some equipment I had for less than a month and then it would be useless at that point. 3 days or {$3000.00}???? This policy is essentially entrapment, and it is highly predatory against consumers. It should be against the law. The contract that I have is between myself and XXXX. Per section 20, this is the entire and only agreement between us. I was never given a contract or agreement with Citizens One XXXX. If ones exists then please send it to me. Per the purchase and service agreement, I authorized XXXX to pull my credit not Citizens one XXXX. It does not explicitly state that that I allow Citizens to report any balance owed on the equipment. The agreement is allowing XXXX to report to my credit about the payment history for services. Also, per the purchase and service agreement, this contract takes precedence over any prior verbal agreements so the videos you have of me agreeing to the system are not relevant or valid per said contract. Please cancel my service and return the funds you received from Citizens on my behalf so that I no longer owe Citizens or XXXX any money. I think the standard 30 day cancellation policy should be required. Complaints have been filed with the CFPB and XXXX.
Company Response:
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A