Date Received: 2022-03-08
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: This is a continuation from the complaint I find : XXXX that was submitted on XX/XX/2022. Bank XXXX Citizens Bank I am still receiving overdraft charges etc. as well as charges from my creditors. I wanted my account to be frozen so nothing else would occur. I forgot about a scheduled payment ; and hoping that since my account is overdrawn the bank would not send the check to my creditor. Well, I was wrong and they did! And it got returned ; which is an huge embarrassment and is costing me more fees on that end. I am drowning in all of these fees. I need some relief from the bank. If you look at the beginning of all of this ; it is sickening in everything I got charged. I would like to be reimbursed for all of the fees; including the fees my creditors charged me for returned payments ; that I tried to avoid ; but the bank would not freeze my account or do anything to help.
Company Response:
State: PA
Zip: 16823
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: This bank is one of my few financial agency that failed to secure customers ' security. Both the bank and credit card service did not implement 2 step/factor authentication. My repeated calls, emails, secure messages requesting implementation of 2FA have been neglected and refused.
Company Response:
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Complaint mirrors # XXXX ( for checking account ). Replied to their offer mailed to me. Follow conditions on card and receive {$700.00}. Open both checking and savings accounts, comply with their conditions and receive {$700.00}. I did so, completely. They would not do so.
Company Response:
State: NY
Zip: 11756
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank has missaplied my mortgage payments several times. They applied several partial payments to principal rather than to suspended funds. I did not instruct that any of the payments were to be applied toward principal. I began sending 50 % of my mortgage payment bi- weekly in XX/XX/XXXX. In XXXX I recieved 2 of the payments back and was informed the bank does not accept partial payments. However, every payment up to that point had been, accepted and I discovered many of them were missaplied. I have called several times since the end of XX/XX/XXXX to have this corrected. It is now XX/XX/XXXX. Each time, after many call re-routes, disconnections, and much time on hold, I was informed the information was noted, the issue is being worked on, and I would recieve a call back within a week. I have never recieved a call back. Currently my account shows the current payment due as XX/XX/XXXX, although, I have sent payments that should have been applied as mortgage payments, which would cover XXXX and XXXX. I was told during my first phone call that a hold would be put on reporting to the credit bureau until XX/XX/XXXX. The issue should have been resolved by then. The issue still is not resolved, and Citizens has reported my payment as late, causing my credit score to decrease drastically. My fist payment in the amount of {$3300.00} was due XX/XX/XXXX. The following payments have been sent through XXXX XXXX XXXX XXXX bill pay service and accepted by Citizens Bank since our closing date : {$1600.00} on XX/XX/XXXX, {$3300.00} on XX/XX/XXXX, {$1600.00} on XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XX/XX/XXXX, {$3300.00} on XX/XX/XXXX. The following are dates that I have called Citizens Bank in attempt to correct this issue. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XX/XX/XXXX.
Company Response:
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Friday, XX/XX/XXXX, I originated a wire from my bank to Citizens Bank to payoff my mortgage. The wire was received by Citizens, but after XXXX. Since it was received after XXXX, Citizens Bank did not apply it to my account until the next business day which was Monday, XX/XX/XXXX. My account continued to accrue interest and I was then charged an additional {$250.00} to complete the payoff. Citizens Bank had my funds but did not apply them to my account. I don't think it is fair that I was charged three days of interest.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: There are several problems with this bank and they are impossible to communicate with. 1. I am being charged for all incoming/outgoing wires. I was never informed of this before the transfer of my account from XXXX to Citizens. Prior to Citizens there was no fee for wires 2. Supposedly I can not deposit more than 50,000 a month on my mobile device. This is a problem as I can not walk to the bank every time I want to deposit more after that. 3. When I deposit checks at a branch, since the mobile app does not work, I need to be Able to see the deposits online. I spoke with someone on Saturday about these issues and they were unable to help. They told me someone would call today at XXXX and nobody did. These problems need to be resolved for me to stay at Citizens bank or else there is no point as the offerings are uncompetitive.
Company Response:
State: NY
Zip: 10013
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am a Citizens Bank customer and would like to file an official complaint. Back in XXXX, I filed a fraud claim against a vendor for failure to perform services. Citizens investigated the claim and astonishingly, found for the vendor. The provisional credit that I had received was due to be deducted from my account on XX/XX/2022. I contacted the bank to discuss their findings, arguing that an unsigned contract and a blank form submitted by the vendor was insufficient to determine that the vendor had performed the services for which they had been hired. The bank representative I spoke with agreed with me and changed the provisional credit to a permanent credit. I asked that he confirm that no money would leave my account on the XXXX, as the vendor was, in fact, in the wrong. He assured me no deduction would take place. Of course, the deduction did take place and on XX/XX/XXXX, my account was overdrawn as a result. I immediately called the bank, spoke with a representative and was told that a form had been submitted on my behalf and that someone would get back to me. I did not receive a phone call. On the following day, I called again. I was again assured that someone would be returning my call, and this representative explained that I could not contact the department responsible directly, and neither could she. The only possible way to get this resolved was to file a form. That representative filed a second form requesting a call back and agreed to make it a high priority request. I never received a call back. I called a third time, spoke with a different representative who told me that she indeed saw that there should have been a permanent credit made to my account, assured me that someone would call me back that day, and apologized for the error. Needless to say, no one called me back. I called again this morning. Spoke with a supervisor who, while apologetic, told me that the only thing she was able to do to help me was submit yet another form requesting a call back, and that the bank policy was that a response could take 24-48 hours. This is absolutely unacceptable. My account is still overdrawn, I have now missed payments and bounced checks and am unable to access MY MONEY. The department ( the Electronic Banking Operations Department at XXXX ) does not take incoming calls, although no reason is provided. It can not be legal for Citizens Bank to hold my money for this long, to provide no way to contact the department who made the bank error and to fail to contact me for a week regarding this issue.
Company Response:
State: VT
Zip: 057XX
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Over a year ago when I first took out my mortgage with Citizens, I set up Autopay to process my monthly mortgage payments. That worked well for approximately twelve or thirteen months. Citizens has unilaterally changed its websites, which appears to have resulted in disabling my Autopay. For the last several months, I have been told that payments have not been able to be completed due to Insufficient Funds, yet this is totally inaccurate. I have received several delinquency and foreclosure notices. I am also being assessed hundreds of dollars worth of penalties and late fees. I have always had more than sufficient funds in my account to cover my monthly mortgage payments. Now, with its new website configuration, Citizens includes no contact information or any way to speak with a live person to resolve the issues. I have confirmed this despite countless hours on Hold, with the same nonsensical statements that there are longer than usual wait times due to high call volume. Instead, I am forced to route through automated online or phone payments and am only provided with an automated option to pay amounts that include the wholly inappropriate late fees and penalties.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have had an XXXX checking account since XXXX. Last year XXXX informed me I will be transferred to Citizens bank in XX/XX/XXXX. I closed my XXXX checking account on XX/XX/XXXX, before the transition happen in XX/XX/XXXX. However, I am not sure what happened, I still received Citizens bank 's checking account debit card, and mailed me a letter saying I have a checking account with them, although I never decide to open an account at Citizens bank. I try to contact Citizens bank customer support several times but can not reach a person to close my account. Please close any existing accounts under my name immediately in Citizens bank, and remove my profile in your bank. Thank you!
Company Response:
State: AZ
Zip: 85710
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After I suffered a home owners claim, Citizens was impossible to work with and borderline abusive emotionally and financially. They moved my mortgage to XXXX XXXX, but I must still use their banking apparatus. They have zero customer support capability. Their online website is not only dated but unusable. I can not even view my annual mortgage docs. They are the worst bank I've ever worked with.
Company Response:
State: KY
Zip: 40502
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A