Date Received: 2022-03-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I mobile deposited a check from a church for {$5700.00} citizens bank told me the check would be clear on XX/XX/XXXX when I called on XX/XX/XXXX to see if the funds were available they then told me another date XX/XX/XXXX I then called XX/XX/XXXX they did not have an exact date for me they told me to try back in a couple business days it is now XX/XX/2022 citizens still has not released a hold from my check deposit The money came out of the churches account on XX/XX/XXXX every time I call citizens Bank to see what the issue is with the check not being available they tell me they cant reach anybody at the church when I am in constant contact with the pastor who issued me the check Ive called the bank and gave them the churches number and the pastor cell phone number citizens still has not released my funds The pastor has tried to call citizens to tell them he issued me the check and the pastor can not get through to anybody at citizens It has been 30 days in the bank is still not gave me my money Please help me my cell phone number is XXXX
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This year, my account was purchased by XXXX XXXX XXXX XXXX XXXX from XXXX. Citizens now holds over {$5000.00} of mine and I am broke. They claim to have XXXX a debit card to me in the XXXX, where I live, in XX/XX/2022. It never arrived. I have called the bank many times to learn the XXXX tracking number. Their employees can not find it. Without that number, I am locked out of all funds. Because of their poor responses, I am now being threatened with eviction this week for non-payment. Citizens Bank offered to give me access to my account if I would visit a branch. They have no branches in XXXX. Their next advice was for me to fly from the XXXX to Rhode Island. Their customer service staff may show a sense of humor, but their efforts are unhelpful and non-responsive. The bank seems badly disorganized. They have no on-line chat service. One must call by phone, with wait times of 45 min. All their websites are blocked from here, so all internet access is denied Their technicians can not or will not correct this problem for me and their other customers in XXXX. The only way I can address them on line is by sending a FAX. Citizens Bank has only one FAX number and it's usually busy. I have sent two faxes with all the information they ask, but the bank does not respond. Their customer service is notoriously terrible. Customers complain endlessly about Citizens Bank XXXX XXXX I think XXXX was outrageously careless of customer trust in selling to Citizens Bank.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: They double charge wireless, even if sender covers and payment received is lower. Not only are their fees much higher but they charge them anyway on a no fee charge. Double dipping is illegal.
Company Response:
State: NY
Zip: 11101
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I NOTICED IN XXXX OF LAST YEAR THAT CITIZEN BANK WAS TAKING MY FUNDS FROM MY ACCOUNTS BY ACTIVATING CHECKING ACCOUNTS ON THEM. TWO WERE SAVING ACCOUNTS AND ANOTHER ONE WAS ON MY TERMINALLY ILL DAUGHTER SOCIAL SECURITY ACCOUNT WHICH I AM HER GUARDIAN, AND THE ACCOUNT IS IN MY NAME. SHE HAS NEVER BEEN ABLE TO DO ANY THING SUCH AS PAY BILL ALL HER LIFE.THE ALSO PUT {$410.00} ON A CREDIT CARD THAT I ONLY USED FOR XXXX. I TRIED TO SHOW THEM AT THE BANK BECAUSE I SAW IT AS SOON AS THEY DID IT BUT NOBODY WOULD DO A THING TO STOP IT. THEY JUST KEEP ADDING ON TO IT UNTIL IT WAS {$640.00} WHEN I GAVE THEM THE MONEY TO MAKE THEM STOP, BUT THAT DIDNT STOP THEM TWO DAYS LATER THEY SENT ME A BILL FOR {>= $1,000,000}. WHICH {$6600.00} WAS PAST ON THE CREDIT CARD THAT I HAD JUST PAID OFF, WHICH THEY HAD OVER CHARGED ME FOR. THEY LEAVE THREATING CALLS ON MY LAND LINE PHONE AND HAVE MESSED IT UP SO THAT YOU CAN NOT LEAVE A MESSAGE AND THE MESSAGES THEY LEAVE ERASE AFTER ONE PLAY, THEY MESSED UP MY TWO CELL PHONES SO THAT I COULD NOT USE THEM. THE ALSO HACKED MY COMPUTER AND PRINTED UP EVERYTHING IN MY MAIL BOX FOR ME TO UNSUBSCRIBE FROM THEM. I NEVER INVITED THE INTO MY COMPUTER. THEY CAUSE TROUBLE BY CAUSEING ME TO HAVE TO CHANG MY DEBIT CARD THREE TIMES AND CHANGE MY PIN NUMBER SIX TIMES IN LESS THAN TWO MONTHS THEY KEEP TRYING TO SIGN ME UP FOR LOANS OR REFINANCE THE MORGAGE. THEY WILL NOT CLOSE MY ACCOUNTS EVEN THOUGH THEY HAVE ASKED A LOT OF TIMES BY ME AND BY THEIR OWN BANK MANAGERS. I HAVE TOLD THEM I DONT WANT ANYTHING FROM THE, NO STATEMENTS, NO DEALS NO OFFERS JUST TO LEAVE ME ALONE THEY DO WHATEVER THEY WANT. TO DO. I WOULD NOT TRUST THEM FOR A LOAN ON A DOG HOUSE. THEY GET INTO EVERYTHING THEY CAN TO CAUSE TROUBLE.
Company Response:
State: MI
Zip: 48080
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I opened a line of credit with Citizens Bank to purchase an XXXX at XXXX per the XXXX website. The total account purchase was XXXX. On XX/XX/2022, called in and paid the account balance to 0 and requested for the account to be closed because I no longer needed the line of credit. The customer service representative stated that he would put in the request to close the account. After the payment was posted on XX/XX/2022, I logged into the account and observed that my available balance was still listed as {$2500.00}. I called customer service again and spoke with a female representative who told me that my account would close when the balance reached zero. She specifically stated that it was automatic. She then confirmed that my request to close the account was still visible. On XX/XX/2022, I logged into my account and saw that the available credit was still {$2500.00}. I called and spoke with a customer service representative and my account balance had to be zero for 30 days before it could be closed. I questioned why I was not told this during my previous conversations and she had no answer.
Company Response:
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed this complaint 3 times and they have continually not fixed this issues correctly. The last complaint I received an a letter stating they will fix my credit and report my mortgage payments from XX/XX/2021 through XXXX XXXX.My loan modification was signed in XX/XX/2021 and my first payment was effective XX/XX/2021 and I need for them to report my payments for XX/XX/2021 and XX/XX/2021 as well. I made both of those payments and they need to reflect on my credit as paid and current. This issue is not resolved. Citizens Mortgage is a horrible company and I will never do business with them again! It shouldnt take this many times to get this corrected and they have the information in front of them.
Company Response:
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2022-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I was an XXXX XXXX, XXXX sold/transferred my checking account to Citizens Bank XXXX I'm currently residing in XXXX, which is a large part of the issue. This change occurred on XX/XX/XXXX, Citizens has my checking account, my SSI direct deposit, I can not access my funds with a debit card. My issue is obtaining a PIN # for my debit card. After several attempts I did receive a debit card, but no PIN #. I have tried on several occasions, see below, to obtain a PIN #. Calls for me to the US are {$.00} minuet, so I would like to use Chat, which Citizens Bank does not offer, or Messenger. Below is my diary so far. XXXX I called and spoke to a representative, I did not receive my welcome package. Your representative was helpful, requested that I give it another 10 days because I live in XXXX. XXXX Called again, on hold for 45 minutes, hung up. Sent a message on XXXX XXXX, received a response requesting my phone number which I provided. I received a call from your representative, she requested a replacement debit card and pin, I still have not received the original ones. I was charged {$12.00} for the expedited shipping, its OK but this was not discussed prior to occurring. She worked with me to get me online, which we were successful. I can access the online web portal still today, but the SMS text feature does not work, the call back does work. I use a SMS service while abroad to receive security texts, this works with XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX, but not Citizens Bank? XXXX I received the new debit card, no pin, the instructions were to use the original pin which I havent received. Called again, on hold for 30 minutes, the representative said they were sending me a new pin but for better service download the app where I can change the pin anytime. Im in XXXX, I can not download your app. XXXX I attempted to pay my XXXX credit card bill with my Citizens Bank account XXXX simple process but I receive an error message at XXXX request can not be completed, check your account details. Went to Citizens Bank web portal, logged in and selected bill pay to set up from Citizens, received an error message there to contact customer support. I called Citizens Bank Support, the XXXX indicated greater than 20 minutes wait time, I became frustrated after 60 minutes and hung up. XXXX Sent the above to Citizens by XXXX, received a response from XXXX. She credited back the {$12.00}, requested a new PIN by XXXX. She verified that my account with Citizens Bank was active, however I can not use bill pay due to having an XXXX address. She suggested that I contact XXXX to see if they can help with the error. Contacted XXXX, they were helpful, set up my XXXX credit card to accept payment from Citizens Bank checking account. XXXX Sent a message on messenger to verify that the PIN was sent via XXXX, received a response from XXXX. She stated that they couldnt trace the replacement pin, but all emergency pins go by XXXX. She acknowledged that I had requested a replacement and that it was processed. Going to wait a few more days before escalation. XXXX Received my Citizens Bank welcome package that was mailed late XXXX, however no PIN #.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I received a letter from Citizen 's Bank on XX/XX/2022 collecting a debt. My account was just transferred over from XXXX. The letter said that my minimum payment was {$52000.00} and the amount past due was {$36000.00}. When I called Citizens, they told me that they sent out a letter with a misplaced decimal point, and it should have been XXXX and XXXX. While I knew this was inaccurate, I had to check all of my credit reports and make sure my identity was not stolen, and check all of my other information. This seems like more than a simple mistake.
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2020 right at the beginning of covid. I retired from my company after 23 years. At that time everything was okay and I received something in the mail from a third party about lowering my payments. Okay I looked into it. I ended up giving them {$3000.00} to help me refinance my mortgage as a third party they contacted my mortgage company and got me on the forbearance program so I wasn't making my payments. I thought this was all normal. I was getting nowhere except behind on my mortgage for the next few months. I then took over this process with myself with my mortgage company XXXX of XXXX. Trying to modify my loan for the next several months. I kept filling out all the paperwork and doing everything citizens one requested. I would call back. I would get put off or told that it's in processing or it was some missing something. This is gone on now for a year. I'm further behind. I just want my loan deferred and start making payments again. Whatever my options are but I'm not getting anywhere with citizens except for runaround. Thank you!
Company Response:
State: TX
Zip: 75023
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The closing was confusing and explanation of terms were vague under impression had a grant yet this was a second lien on my home here are the reasons and things that have caused issues below : 1. Loan terms for XXXX were not given yet this has been paid off in full but the bank has received funds of {$9000.00} ( please see XXXX Mortage subsidy Agreement last paragraph showing amount added of {$9000.00} ) which was added to mortgage and pay off was for {$4100.00} or there abouts with interest ( please see Discharge of Mortgage included as well ) so there is a credit due of {$4800.00} or thereabouts is owed to myself and loan be reamortized taking out MHP out. 2. Company refused to accept legally done Appraisal on Home only after complaints relented home value is {$360000.00} loan amount owed is {$250000.00} or less now therefore as requested over and over Escrow account should be removed as requested yet again refusal. 3. The 2nd lien of MHP has been recorded with Registry of Deeds as well 4. Loan documents said one thing yet after never being late at all payments keep going up this needs to be corrected and stop DOCUMENTS ATTACHED OF MORTGAGE SHOWING IMPORTANT ISSUES TO SHOW WHAT IS NEEDED TO FIX THE ISSUES ATTACHED TO COMPLAINT. Citizens bank has been sent proof of all stated below and has not responded to date due to issues in past would like all in writing and need a new Amortization Schedule done with Escrow and XXXX removed since they have been paid in full and Dscharge from them already provided and registered with Registry of Deeds as well.
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A