Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made my XXXX mortgage payment of {$850.00} with XXXX mortgage Loan # XXXX automatic payment on XX/XX/XXXX. I made my XXXX mortgage of {$850.00} with XXXX payment by phone on XX/XX/XXXX. The loan was moved to Citizens Bank on XX/XX/XXXX. My new mortgage account # XXXX showed that XX/XX/XXXX payment of {$850.00} as missing. I made my XXXX mortgage payment of {$850.00} on XX/XX/XXXX with Citizens Bank. I recently found out by calling XXXX mortgage and speaking to XXXX ID XXXX that the XXXX representative that took my XX/XX/XXXX payment of {$850.00} made an error applying my XXXX payment to principal only not regular payment. This phone call had Citizens bank supervisor XXXX XXXX on the call along with XXXX Customer Service rep XXXX ID XXXX. XXXX XXXX contact info is XXXX and her direct number is XXXX XXXX XXXX. I have made numerous phone calls to Citizens Bank mortgage customer service to correct this matter and no action has been applied. Their response is we only see your last payment on XX/XX/XXXX. I was on a joint phone call on XX/XX/XXXX with XXXX XXXX supervisor of Citizens Bank home mortgage and XXXX mortgage representative XXXX ID XXXX and they apologized for the error and promised this will be corrected ASAP. I called today XX/XX/XXXX at XXXX mortgage and they told me it can't be corrected and that Citizens Bank needs to correct this. So I am getting a lot of mis information and no corrective action for this error.
Company Response:
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: A Citizens bank account was fraudulently open in my name back on XX/XX/XXXX XXXX XXXX I called to resolve it and was told they would flag my account as fraudulent and I was informed that it would not be able to be open again. I got an email today XX/XX/2022 asking how my recent experience was with Citizens bank. I called them today after seeing the email and the representative told me that I never had a bank account with them. When I read the email address back to them from previous emails about opening an account they confirmed the email address was from Citizens bank. I do not want to bank with them and would really like for this fraudulent account be closed. I have worked hard to maintain a good credit score and I am a week away from closing on my house I can't have this on my file.
Company Response:
State: VT
Zip: 051XX
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently paid off my mortgage ( address XXXX XXXX XXXX XXXX XXXX PA XXXX ) on XX/XX/2022. I have been attempting to call them and hold times are incredibly long and can not get anyone to assist me. There was an Escrow to Mortgagor Disbursement in the amount of {$4100.00} ( check ) that was sent on XX/XX/2022 that I have yet to receive at my current address of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX or at my property address noted above. I am looking for assistance in attempting to obtain these funds. I maybe reached at XXXX or via email at XXXX XXXX
Company Response:
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2022, my identity was stolen. The identity thief opened an account at XXXX and made purchases. Three of the purchased items were shipped to my home address. The identity thief opened a line of credit for {$15000.00} at CitizensPay to pay for the purchases which totaled {$1400.00}. I stopped shipment of XXXX item and a credit was issued for {$960.00}. CitizensPay is billing me for {$450.00}. CitizensPay has reported this debt to the Credit Bureaus. CitizensPay requested and I sent them the following documents 5 different times : Completed, signed, and notarized Identity Theft Victim 's Complaint and Affidavit ; Copy of my driver 's license ; Copy of Florida Power and Light Bill for period XXXX XXXX to XXXX XXXX, 2022 ; Copy of XXXX Police Department Report for Incident XXXX ; and, Copy of Federal Trade Commission Identity Theft Report # XXXX. CitizensPay has denied my claim 3 times. Accounts were opened at other banks including one that financed purchases made at XXXX. All other banks have identified these accounts as fraudulent and have closed the accounts. I requested that CitizensPay deactivate the account for {$15000.00} line of credit and they refused.
Company Response:
State: FL
Zip: 34974
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I recently opened a checking account with Citizens Bank in XXXX of 2021. I opened this account by clicking on a link that demonstrated a bonus for starting the checking account that included {$100.00}, {$2.00} per transaction made with the debit card for up to 50 transactions. I completed these 50 transactions and then inquired with the bank as to why I did not receive the bonus. They stated that the transactions had to be " in-person '' transactions with the physical card, however, their terms and agreements state that the transactions can be " in person '' or " online '' transactions with the debit card. I called Citizens Bank again to try and rectify this situation, and the representative stated that they could not provide me with the bonus unless I told them over the phone the promo code I used to sign up for the checking account. I asked them why this was necessary, as I must have entered the promo code into their website when signing up so they should have a record of what promo code I used, however, they stated they did not have this information. The promo code was on a mail flyer that I have since thrown away after opening the account back in XXXX. There was no statement on the mail flyer that I must keep that flyer so that I could receive my bonus four months later. I'm not sure what the point of entering the promo code during sign-up is if I just have to recite it again four months later when it comes time to receive the bonus. I completed the bonus requirements and feel as if Citizens Bank wrongfully coerced me into opening up a checking account without providing the bonus they stated they would be providing.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I opened an account with Citizens Bank with a promotional offer that stated that I would get a {$300.00} bonus deposit for having a single direct deposit of {$500.00} into the account within the first sixty days of account opening, along with up to {$100.00} extra bonus for up to XXXX debit card transactions done within the first sixty days ( {$2.00} per debit card transaction ). I completed the bonus offer requirements and waited the stated amount of time until I was to receive my bonus deposit into my account of {$400.00} total. The last week of XX/XX/XXXX I reached out to Citizens Bank via Text Chat on their website and inquired as to when exactly I would receive my bonus offer funds deposited into my account. I was told by a representative that I would receive the funds on XX/XX/XXXX due to the date I opened my account and the fact that I completed all requirements to receive the bonus offer funds. On XX/XX/XXXX I had not seen the funds deposited into my account so I once again reached out to Citizens Bank via Text Chat. I was told by a representative that I should have received the funds the previous night during overnight processing but had not done so, and that I should wait until Monday, XX/XX/XXXX to reach back out to Citizens if I had not received my funds by then. I decided to call Citizens on XX/XX/XXXX and was connected with a supervisor who provided me with a case number and stated that I would have a response by the marketing team within two business days detailing when I would receive my bonus offer funds into my account. No email has arrived as of this date. I then also reached out to Citizens via their XXXX account and after two calendar days finally received a response with a case number stating that my info was forwarded to the Chairman 's Office. To this date I have no bonus offer in my account.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2022, my identity was stolen. The identity thief opened an account at XXXX and made purchases. Three of the purchased items were shipped to my home address. The identity thief opened a line of credit for {$15000.00} at CitizensPay to pay for the purchases which totaled {$1400.00}. I stopped shipment of 1 item and a credit was issued for {$960.00}. CitizensPay is billing me for {$450.00}. CitizensPay has reported this debt to the Credit Bureaus. CitizensPay requested and I sent them the following documents 5 different times : Completed, signed, and notarized Identity Theft Victim 's Complaint and Affidavit ; Copy of my driver 's license ; Copy of Florida XXXX and XXXX XXXX for period XXXX XXXX to XXXX XXXX, XXXX ; Copy of XXXX Police Department Report for Incident XXXX ; and, Copy of Federal Trade Commission Identity Theft Report # XXXX. CitizensPay has denied my claim 3 times. Accounts were opened at other banks including one that financed purchases made at XXXX. All other banks have identified these accounts as fraudulent and have closed the accounts. I requested that CitizensPay deactivate the account for {$15000.00} line of credit and they refused.
Company Response:
State: FL
Zip: 34974
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XXXX, I contacted Calling XXXX and wanted to receive daily calls because I live alone. The fee was {$170.00} and I gave my Citizens Bank debit card. A few days later a Company called XXXX XXXX XXXX called me that Citizens denied payment. I was not told XXXX took care of their accounts. Once they said Citizens didn't pay them, I gave XXXX another payment. What then is the issue? Either Citizens paid or didn't. If they didn't pay why hold my money? I called XXXX. they said once the payment was denied, they destroyed all the paperwork. They do not have anything to show. My problem with Citizens is that they should have a record of when and to whom they paid the money. They are asking me to show information which they should be doing. I sent two letters and sppoke over the phone two or three times. I have copies of the correspondence between the bank and me. The claim # : XXXX.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is a complaint against Citizens Bank of XXXX, RI ( " Citizens '' ) I was formerly a customer of XXXX, which Citizens Bank acquired my account through XXXX. XXXX was previously my primary bank where I set up numerous auto-pay and direct deposit. When my XXXX account was acquired by Citizens, I was informed that none of my auto-pay information would properly transfer over to Citizens from XXXX. As a result I spent weeks migrating my auto-pay accounts off XXXX/Citizens. During the transition I experienced several days of " black out '' and no one from Citizens Bank was able to provide any support. On XX/XX/2022, the first business day I had visibility into my own account, I went to Citizens Bank branch in XXXX ( the only branch within 20 miles of where I live ) to promptly close my account. The Citizens Bank branch representative assured me the account was fully close out and kept my Citizens debit card at account closure. Several days after stated account closure, I noticed via Citizens mobile app that there is an alleged {$83.00} overdrawn balance, apparently resulting from one of the auto-pay debits that I have migrated away from XXXXCitizens. I have since then made at least five different attempts to contact Citizens Bank but each time I end up spending over 30 mins on hold via Citizens phone line XXXX and not able to reach any person. Further, 1 ) Citizens phone support offers no call back feature, 2 ) there is no 'email contact ' option anywhere on Citizens website or mobile app, and 3 ) the 'chat ' feature is no available. I have spent too much time trying to help Citizens Bank out with their own clerical error on the alleged {$83.00} overdrawn balance, but recently received a paper mail stating the balance is at their 'Collections Department '. When I tried to call the number stated on the letter, I end up at the same XXXX with no one ever picking up the phone and 'infinite wait '. My account number at Citizens Bank is XXXX Please help!
Company Response:
State: CT
Zip: 06880
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Paid off my car in XXXX with Citizens Bank. I have yet to recieve a release form so I can go to Secretary of State. I called XX/XX/XXXX and again XX/XX/XXXX. I've also called today. The first call in XXXX said they would mail a title. The call in XXXX said based off my state that's impossible and that it would take 10 to 14 days. Now it's XXXX and still no release of title form.
Company Response:
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A