Date Received: 2022-03-11
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens bank has no option to deactivate a XXXX account connected to my checking account.
Company Response:
State: CT
Zip: 06109
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Hello, I had a bank account with XXXX and they sold the division my account was with to Citizens Bank they started the transfer of the bank accounts in XXXX, I was supposed to debit card at the end of XX/XX/2022. The accounts would be officially transferred to Citizens Bank on XX/XX/XXXX they were but I couldn't get into my account for days then I called and the line has been busy every since, then I call the lost card line and was told on XX/XX/2022 that I would get a XXXX of my debit card sent to me in 2-days, I have not gotten that card yet. Basically, I have no accessbiility to my money for over a month and 1/2 and the bank isn't offering any messages online to state what is going on.
Company Response:
State: CA
Zip: 91030
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The issue is that my XXXX checking account was transferred to Citizens bank and I lost access to my funds. Details : I opened my XXXX acct in XX/XX/XXXX, with my address in XXXX XXXX, because I was moving to the US in XX/XX/XXXX and wanted to have an account for my expenses while moving. My XXXX checking account was active at least on XX/XX/XXXX, since I received a statement in this period. On XX/XX/XXXX, I logged into my XXXX account and it was closed/terminated to my surprise. My account was " transferred '' to a new bank, Citizens, without my acknowledge nor permission. I did not receive any phone call or letter about this. In this new bank, Citizens, there is no customer support available - I tried to call them for XXXX days in a row, XXXX hours each day. Citizens bank has my funds from XXXX but is not letting me withdraw the funds, which I need for daily expenses. Citizens did not send me any letter, any debit card, and without the debit card I can't access my funds. I need to have either access to my Citizens banks, with all the features I had in XXXX ( available to make transfers, use debit card ) or restore my XXXX account. XXXX claims that the account is no longer with them, so they can't do anything. Citizens claims that without a debit card, I can't do anything, but I did not receive XXXX, and will not receive XXXX, because my XXXX address was in XXXX XXXX and Citizens doesn't provide services there. In a nutshell, I lost access to all my funds.
Company Response:
State: TX
Zip: 78705
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a good customer with Citizens Bank for years. Last Friday, a Wire Transfer of {$1500.00} has sent out and finalized without any notification to/permission from me. I have filed my claim with XXXX Police and XXXX Banks Fraud Department. The XXXXustomer Representative of Citizens Bank stalled my request with companys Policy. I have been my money taken out without my permission since XX/XX/2021. I almost ready to move out the apartment which i have lived with my parents. Without this {$1500.00} in my bank account, i cant afford to oay any rent of my new place. I am hopeless XXXX. Please punish Citizens Bank beyond the full extent of the US Law.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-03-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I WANT TO CLOSE THIS ACCOUNT. KEEPS CHARGING ME FOR OVERDRAFT. THE XXXX XXXX TOOK 120 DOLLARS AND THEN I RETURNED IT BY 130 DOLLARS. I WAS CHARGED XXXX XXXX DOLLARS. PLEASE FREAKING CLOSE THIS XXXX ACCOUNT. THIS IS THE WORST BANK. I CANT CONTACT CUSTOMER SERVICE, THE MANAGER FIXED IT AND THEN DID NOT CLOSE THE BANK ACCOUNT. JUST CLOSE THE XXXX ACCOUNT. XXXX I DONT LIVE IN NEW YORK . I LIVE IN XXXX, KANSAS AND CURRENTLY IM OUTSIDE OF USA PHONE NUMBER XXXX
Company Response:
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Our son was enrolled as a student at XXXX College for the XXXX academic year. We applied for and received student loans from Citizens Bank in the amount of {$7500.00} for each semester ( total loan for XXXX year was {$15000.00}. Our son withdrew from XXXX College very early in the spring semester, and received a 90 % refund for his loan expenses. XXXX College sent a check to Citizens Bank, to the address that they provided, for {$6700.00} mailed on XX/XX/XXXX ( check # XXXX ) ( This check shows up as reversed on our account statement ) Citizens Bank lost or misplaced that check when our account balance was not reduced accordingly, we contacted XXXX College, and then Citizens Bank to find out what happened. Citizens Bank told us to tell XXXX College to cancel first check and re-issue another check. XXXX College reissued second check ( to the same address ) for {$6700.00} on XX/XX/XXXX ( check # XXXX ) ( This check ALSO shows up as reversed on our account statement ) XXXX College informed us that they had called Citizens bank and were told that Citizens Bank had received the second check and that we were all set. We received a letter of repayment from XXXX in XX/XX/XXXX regarding the beginning of our loan payment period. This letter showed a FULL balance with a corresponding higher interest amount, and therefore, a higher monthly payment amount. We reached out to XXXX College to see if they had a record that either check had been cashed. They confirmed that neither check had been cashed and that they would reach out to Citizens Bank. In the same time period, I called XXXX ( XX/XX/XXXX XXXX - talked to XXXX XXXX to tell them we had a problem with the amount owed and monthly payment amount. They told me I had to call Citizens Bank instead to handle it. I called Citizens Bank ( XX/XX/XXXX XXXX XXXX XXXX who confirmed that XXXX College had been in touch several times recently, and that XXXX College was sending another ( third! ) check for {$6700.00}. He also indicated that the third check was going to be backdated to the date that Citizens Bank first messed up ( my language, not his. ) and that our account would show the correct balance with new interest charges, and a lower monthly payment. We checked our account yesterday ( Monday XX/XX/XXXX ) and found out that they ( Citizens Bank ) applied the check for {$6700.00} and our balance had indeed been lowered to the correct amount, but it still showed that we owed the same monthly payment for the same term as before ( {$190.00} ). We sent screen prints to Citizens Bank showing them that there was still a problem, and were told that WE had to get in touch with their subcontractor XXXX, and ask them to recalculate our total debt and our monthly payment amount, and then, if XXXX refused to do it for us, we should to call Citizens Bank AGAIN. I called XXXX at XXXX XXXX on XX/XX/XXXX and was told that she recalculated the loan amount unofficially and came up with a figure close to {$110.00} that she said we could pay until XXXX formally recalculated the monthly payment which would happen within XXXX days. Still nothing has been recalculated. This is incredibly poor customer service and it is something that I have not ever experienced with any other organization at any time in my life. Over the course of the last XXXX years, we have been in touch with ( sent emails or called ) Citizens Bank, XXXX XXXX, and XXXX College somewhere between 20 and 30 times regarding this simple issue. Their service in this matter is pathetic. I would respectfully ask that the Consumer Assistance Unit within the XXXX of Massachusetts, Division of Banks assist us with this situation. Thank-you very much for your consideration, XXXX XXXX
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I opened a Checking and Savings account with Citizens Bank. The Checking account had deposits every 2 weeks and the Savings, with about {$15000.00} in the account was, left to gather interest. On XX/XX/XXXX, I tried to access funds in the savings account and was unable. That day, I drove to my local branch and they informed me that the Savings account had been " Frozen ''. The teller informed me that the local branch was unable to access or unfreeze the account and it must be done by Corporate. On XX/XX/XXXX -after a 1hr 2min call with Citizens Customer Service they informed me that the Savings account had be frozen due to " inactivity '' and that they would unfreeze the account. The account would be unfrozen at midnight on XX/XX/XXXX. The next day i went online only to discover i was unable to transfer money out of the account. On XX/XX/XXXX, around XXXX, I drove to the local Citizens Bank branch to access my money. The teller informed me that the Savings account was " Frozen '' and they were unable to access or even close the account. On XX/XX/XXXX -at XXXX, while still at the bank, I called Citizens Customer Service . After being on for 1hr 2minutes, the Customer Service Representative was unable to help me and hung up ( or i was disconnected ). Either way, very frustrating. On XX/XX/XXXX - at XXXX, I contacted Customer Service XXXX around XXXX, they informed me that they were able to Unfreeze the account, but that it would re-freeze at midnight that night! They informed me that a local branch could access my funds. On XX/XX/XXXX - around XXXX, while still on the phone with Customer Service XXXX i drove to a branch that was open until XXXX. The local branch confirmed that the account was still Frozen. The Customer Service agent on the phone informed me she must have been mistaken that the account was unfrozen and would need to transfer me to a supervisor. The Supervisor informed me that she did not know why the account was frozen! " Perhaps its just an error? '' she suggested, but that it would have to be unfrozen by someone in " the back-office ''. After a long time on hold, she informed me that they could not reach anyone in the back-office and that Monday someone should be able to help. The supervisor refused to send anything in writing or even provide an email address where i could write for help. The only thing she was willing to provide was there Legal notification " Citizens - Attn : Office of the Chairman '' One Citizens Bank Way, XXXX, RI XXXX As of today, XX/XX/XXXX, i still can not access my {$15000.00} and have no options except wait and hope that " someone in the back office '' is able to unfreeze my account!
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My 2nd home mortgage for Citizens ( loan # XXXX ) matured on XX/XX/2022. The payoff amount of {$25000.00} is due in full and I am in able to pay it. I have requested advice and assistance on 6 -7 different phone calls to loss mitigation as well as loan refinancing departments. I have been told on 5 phone conversations that they would mail me a packet to fill out and they never have. I have also been told that my credit wouldnt be affected during this time, but it has. I have continued to make the monthly payments to Citizens and they keep returning them. I do not need payment assistance. I simply need for someone at Citizens to send my the information to fill out so I can modify this loan. So far I keep being transferred and hung up on and nobody seems to know what to do. Please help! Thank you for your time, XXXX XXXX
Company Response:
State: TX
Zip: 78749
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX transferred my account to citizen bank. My husbands pension got transferred into Citizen bank. Citizen bank now say I can not transfer or use payment systems unless I have a US address. I do not have a US address and both XXXX and Citizen are aware of this. The only way we can access funds is via ATM which as Im in the XXXX there is a large fee. Its cost around {$50.00} dollars in fees so far. As Im withdrawing from ATMs there is a maximum dispense of around {$500.00} so it takes several visits which is also very inconvenient. Citizen had originally told me I could use online banking with a XXXX phone number, this was untrue so I set up a US number too. Once I had validated my account they told me they could only transfer to US accounts so I set up a Wise account. Then they said ok you cant transfer without a US address and there I drew the line.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I want to know why there is a preauthorized debit for the amount below when nothing was pre authorized. Also, effective immediately, Citizens bank must stop informing others that you are the bank of record as I believe the below is related to that. There is no pre authorized debit for this amount below. Where are you getting your information from and why was the below debited? Would be great if someone can provide customer service.
Company Response:
State: NY
Zip: 10013
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A