Date Received: 2023-11-21
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I used to have both checking and savings account at Citizens bank. I closed both of these accounts back in XX/XX/2023 and customer service from Citizens bank confirmed the closing of my accounts. However, I received a letter on XX/XX/XXXX from Citizens bank saying that I have a balance due of {$18.00} due to service fee charged to my closed checking account. In this letter from XXXX XXXX XXXX XXXX XXXXXXXX at Citizen bank, they claims that I am responsible for the amount due and would move forward with collection activities. This amount due was unauthorized service charges to my closed account.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Inquiry 1 ; which was not answered with any comprehension On or about XX/XX/XXXX ; changes and amendments were made to the Citizens Bank Mortgage Account without authorization by the Mortgagor. Online requests were made but no reply given to the list of questions submitted on : ( XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX ). Inquiry XXXX ; which has not been answered at all There was a Deed/Title Transfer/Amendment on the Mortgage Account and/or Property that Citizens Bank gave written approval/acceptance for XXXX Many letters of inquiry submitted via Fax, US Mail, and Citizens Online ; in XXXX XXXX and XXXX XXXXXXXX : ( XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX ).
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I transferred some funds into a savings account with citizens, transferred way more than intended, but could live with it. Was told it would be available for me to move money around. My money has been on indefinite hold since XXXX with no end in sight, no effort to communicate from them, awful experience. I have dates and data of all these if needed. It was my honest mistake to work with this institution I wont ever make that choice again
Company Response:
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In accordance with the Fair Credit Reporting Act ( FCRA ), consumer reporting agencies are mandated to rectify or expunge inaccurate, incomplete, or unverifiable information within a stipulated timeframe, typically 30 days. It has come to my attention that XXXX is currently in breach of FCRA regulations, as the company has failed to conduct a thorough examination of disputed information and subsequently eliminate the aforementioned data from my credit report. Instead, XXXX persistently reports information that is inaccurate, inadequately verified, and incomplete. Upon disputing the accounts with Citizens, it was observed that inaccurate and incomplete information, including but not limited to the date of last payment, reported balances, payments made, and account history, was provided by Citizens. A proper investigation by XXXX would have revealed a recurring pattern of inaccurate reporting by Citizens ' Bank spanning at least six months. Notably, the same Citizens account appeared twice on my credit report for extended periods, with varying account opening dates and balances. It is imperative to highlight that this account, opened in XXXX, is no longer legally valid. In a recent dispute, XXXX removed one Citizens account from my credit report, which indicated an account opening date in XXXX and a duration of over 16 years. However, XXXX allowed Citizens to renew this aged debt by presenting the second Citizens account with a " no info '' designation for the date the account opened, accompanied by other incomplete information. This renewal of the account, coupled with persistent violations of debt collection laws by Citizens and its predecessors, has adversely impacted me in various ways over the years. These repercussions include hindrances in employment considerations for the year XXXX, imposition of higher interest rates on financial transactions such as my car loan in XXXX, and disqualification for loans or credit cards. It is essential to note that consumer reporting agencies are prohibited from reporting outdated negative information. Therefore, the continued reporting of this loan from XXXX, which has been charged off and renewed for an extended period, raises significant concerns and further underscores XXXX 's non-compliance with regulatory standards. Citizens and their predecessors are currently found to be in contravention of the Fair Credit Reporting Act ( FCRA ) as they serve as furnishers of information to consumer reporting agencies. Notably, they are supplying data that is incomplete, inaccurate, unverifiable and includes negative information that has become outdated. The provided information has not undergone adequate and sufficient validation processes, raising concerns regarding its legal collectability.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened an online account on monday. Today, sunday, i noticed the opening deposit was returned to my other account. I called to find out why and they said it was closed and we dont have to tell you why
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had two college savers accounts for around a decade, that suppose to result in XXXX $ bonus when my kids finish high school. Recently rates went up for investment accounts and I had no interest on these two college saver accounts for a decade, $ collecting dust. So I inquired customer service over the phone about minimum balance to carry to do not loose the bonus. The response was - no minimum balance, just continue deposits requirement. I moved most money to CDs. Bank sent me letter that they converting my college savers to one deposit savings accounts as a result. I tried to fight that, but was told there were electronic notifications about conversion. I didnt find any notices. And no one is helping to resolve and restore my college savers account as this product is outdated. I m furious about keeping tens of thousands without any interest in this cheater bank for decadeWhen you ask about CD rules like early withdrawal penalty- they dont know what it is. So play this game at your own risk and face consequences, because they dont know their own policies and have no accountability for their misinformation to clients.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: From inception of the vehicle purchase the finance company has been allowing XXXX and of the XXXX family to unlawfully credit their account with XXXX XXXX of the XXXX family is not of the federal reserve & does not have the qualifications to use sed notes, including rendering down payment in addition to the monthly notes for the XXXX XXXX XXXX starting from XX/XX/XXXX. The Correct tender has been sent to said party to correct for set off XX/XX/XXXX Change of Terms letter was registered mail to Citizens Financial Group Inc XX/XX/XXXX Letter of Instructions were registered mail to Citizens Financial Group Inc. XX/XX/XXXX 1099a filing to the IRS was accepted
Company Response:
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Getting a line of credit
Subissue:
Consumer Complaint: A XXXX security salesman had me sign up for what I thought was a regular XXXX account but it was in fact a credit account with Citizens Pay. After my account was approved I realized what was going on and cancelled everything with the XXXX security company and nothing was installed or charged. I now have an open line of credit I do not want with Citizens Pay. I called and asked them to close the account and they said that it would take a couple of days. I got an email a couple days later verifying that my account was closed. I logged into the portal and can see that there is still a line of credit of {$6000.00} with a balance of {$0.00}. I called again and they were confusing but said my account was closed but that the credit would still be available for me to use. I said I do not want this credit available and would like to completely close the line of credit. They said they can't do this with no reason given and so I asked to speak to a superior and they said there was not one available. Another note is there was never a balance or a charge that could have potentially prevented this line of credit from being closed. At this point I have a line of credit with a bank I do not use and have to monitor it for potential fraud because they refuse to close it.
Company Response:
State: UT
Zip: 84065
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am filing another complaint, as a follow up to # XXXX XXXX which I filed with CFPB on XX/XX/2023 about Citizens Bank. This complaint was closed after a letter was sent by XXXX XXXX from the office of the Chairman at Citizens Bank. As I indicated in the feedback I provided on the CFPB site and in XXXX voice mails to and an email to XXXX XXXX ( last week and again yesterday ) -- the issue from the original complaint has not been resolved. It has now been XXXX weeks since I first made the claim ( XXXX ) to Citizens that a check had been fraudulently cashed on my account and they have provided no indication of when a final determination would be made. While I appreciate that Citizens finally offered a provisional credit ( reference number : XXXX ) to my account for the {$5000.00} that was fraudulently taken from my account, this credit is only provisional, and even at that, was not provided until almost XXXX months after I filed my original complaint with Citizens. It should also be noted that the XXXX Citizens employees I spoke with prior to filing my complaint with the CFPB all agreed that you could clearly see the outline of the name of the original payee on the check that was fraudulently cashed. The letter from XXXX XXXX indicates that Citizens takes the matter of fraud seriously and that it takes XXXX weeks to investigate and resolve a claim. It has been XXXX weeks since I filed this claim and the letter states that this claim is still under investigation. There is no indication of when a final determination will be made and when ( if? ) the provisional credit will become an actual credit. In addition, Citizens does not have a clear and transparent process in place, and as my original complaint stated, I received different messages from XXXX different Citizens employees about the time line and the question of a provisional credit. Until my account receives a full credit of the funds fraudulently taken from my account, my complaint stands.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX, XXXX, I received my tax refund check after going through various identity verification requests from the IRS. I made XXXX wire payment to my grandmother to repay a loan, withdrew {$500.00} from the ATM and went into my local branch office to get a cashiers check to buy a car before my car that I am renting was due on XX/XX/XXXX. I was told that my transaction request was denied and to call customer service in 24 hours. I called my bank 's customer service as directed and was told my account is under review until further notice, I can not access any funds, there was no comments on my account to explain why my account is under review, and there is no expedite date to process my claim.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A