Date Received: 2022-03-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: -- Sent email to Citizens Bank at XXXX " disputing a fraudulent credit card charge from " XXXX XXXX XXXX XXXX on XX/XX/XXXX for {$52.00}. I never received any products from this company. Please remove this charge from my account. '' -- Also called and reported issue to XXXX on XX/XX/XXXX. Told by XXXX ( and repeatedly thereafter by Citizens Bank customer service agents ) that I did not need to pay disputed amount while disputed ; also told there was number to contact " disputes department '' and that I must wait for a call within 3-5 business days ; I have never received any such call. -- Thereafter, I kept receiving " interest charges '' because of the disputed amount, which still had not been removed. Called and spoke with agents including but not limited to XXXX on XX/XX/XXXX ; XXXX at on XX/XX/XXXX ; and XXXX on XX/XX/XXXX as well as his supervisor " XXXX '' ( in XXXX " contact center ; '' her supervisor identified as XXXX XXXX. Interest charge removed each and every time while amount remains " disputed. '' -- Emailed again on XX/XX/XXXX ; still no response.
Company Response:
State: MA
Zip: 02492
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have two transactions come through my account and not enough money at the time to covered the transactions. I had until XX/XX/28 by XXXX to bring my account current to avoid the overdraft fee for high I did and I still was charged the fees and the rep XXXX was very rude and didnt help
Company Response:
State: PA
Zip: 19121
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Hello XXXX XXXX XXXX & XXXX XXXX XXXX, I was a loyal customer with Citizen 's Financial Group. On XX/XX/2022 XXXX I called in inquiring about a transaction that declined via phone. I was on hold for about XXXX till someone named XXXX answered. I explained to XXXX my concerns in regards to my card declining. I though he was nice during the beginning of he conversation, boy did the conversation take a turn quick! He began to explain to me the reason behind my card declining was due to non payment. Meaning I did not make a payment. I was very confused and shocked, due to me owning my own XXXX XXXX XXXX. I in fact pay all my bills on time. So I asked him when was the last time payment was made he stated XX/XX/XXXX. When he stated XXXX, knowing my due date is XXXX of month, I kind of hit the panic button, like have I been that busy lately I forgot to make a payment, like how can I be so foolish. As he's speaking, I asked will the late payment reflect on my consumers report, he said Yes! I than said well are you aware that late payments are a violation? And if you report the late payment I will close the account and just get it removed for FCRA reasons. When I stated I will just get the account removed he stated ok! So I asked him how many days was I late and answered and said XXXX. So It instantly XXXX clicked! Like wait a minute, XXXX of being late can not get reported. So I said are you aware of what you just said to me? You stated I was XXXX, so I'm not late. You instantly started using an abusive tone with me. As went as far as mocking me. I was so shocked and surprised. I explained to him how I suffer from anxiety and to please not use the tone he was using with me. That didn't stop XXXX. Moving forward not only was rude, nasty used an abusive tone he provided inaccurate information. Just to later learn that the account is only XXXX pass due. I will not ever do business with Citizen Financial Group. Expect to hear from my attorney I will also be closing the account
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: My account number is XXXX the banks stated that my balance was XXXX. So, XX/XX/XXXX I paid {$5500.00} and made a request for the bank to send me, my payment history. I called twice request a copy of my payment history, as of XXXX, since have not received it. I paid XXXX XX/XX/XXXX and my balance was {$610.00}. I didn't receive any decrease in the interest. So, I sent {$610.00} because I wanted my credit report to show the accounts paid off. As Of XX/XX/XXXX, the check for XXXX hasn't been cash and payment history has not been received.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid down my mortgage to {$0.00} before XX/XX/XXXX. Citizens confirmed by email that they would still use the autopay ( that has worked for the last years without issues ) to pay escrow/interest etc. Their Autopay function did not work, no money was taken out of my account. I sent checks, paid of the remaining balance, and what I was due ( " total due '' ). They keep sending me letters saying I owe them more money ( and other letters that I paid off my loan ). Their phone system does not work ( no representative ), I went to their branch, but mortgages are not serviced there, I wrote emails and letters. It really seems they do this on purpose when you pay off your loan, they try to trick you into not being able to end the loan.
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I used the " Pay Bill '' feature in the online system of Citizens to pay a bill. They printed the wrong account number on the check ( seems like a random number, certainly not an account that I have with them ), the check bounced, now they want to charge me late fees. Attached is the transactions -- I have no account number ending in those numbers!
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: 1 ) First, my XXXX savings account was converted to Citizens One Deposit Saving account without my permission in XXXX. The Citizens One Deposit Savings Account has a monthly maintenance fee of {$4.00}. 2 ) Second, Citizens makes it incredibly hard to close account. They don't allow to do it online or in writing or in-person visit to a branch nearby. Citizens bank don't even operate in Washington state where I live. The only way to do this is via a phone call and the current wait times are more than 45 minutes. I have tried staying on call multiple times and one way or other it gets up not being answered.
Company Response:
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-27
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: We purchased a brand new XXXX XXXX XXXX XXXX on XX/XX/XXXX. The loan agreement was for 240 months ending on XX/XX/XXXX. We had noticed that what we owed wasn't going to be paid off by the completion date. Throughout the life of the loan we deferred 3 payments that we knew of to the end of the loan. I do not have the years or dates this occurred but we knew we would paying longer that 240 months. In XXXX we received a statement with a payment amount of {$15000.00}. We paid the normal payment of {$620.00} and attempted to find out why we owed so much when we had fulfilled the loan payments. In XXXX of XXXX we received a delinquent notice for an amount of {$15000.00} requiring payment within 10 days or we would be turned into collections. On XX/XX/XXXX we called and made a payment of {$15000.00}. A few days later I called requesting information why we owed so much extra money. They told me that we deferred 3 payments in the life of the loan and the extra was for the interest for those deferred payments. I requested an amortization schedule for the life of the load and the dates of the deferred payments and the interest rates charged. They have never sent me anything and if you call they put you on hold and never pick up.
Company Response:
State: IN
Zip: 46725
Submitted Via: Web
Date Sent: 2022-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: CITIZENS BANK BROKE THE LAW AND COMMITTED IDENTITY THEFT!!!!! PLEASE READ! Citizens bank has broke the law and continues to violate my federally protected consumer rights under the FCRA AND FDCPA. On XX/XX/2022 XXXX XXXX stole my vehicle through an illegal repossession by XXXX XXXX XXXX XXXX XXXX XXXX on behalf of Citizens Bank. I never signed any contract with XXXX XXXX XXXX or XXXX XXXX. I never gave consent for Citizens Bank to share my personal information with either of these companies. No consent is IDENTITY THEFT! Not only did I not give consent to share my information but upon doing research into XXXX XXXX XXXX I found that this company runs skip traces on consumers. I have provided a copy of the " alleged contract '' and no where in it does it mention XXXX XXXX XXXX XXXX XXXX or being subject to a skip trace. After this direct violation Citizens bank failed to send proper notification of repossession, notice of sale and the deficiency notice to me which they admit to in a letter I attached. In a letter I have a attached from XXXX XXXX she states that the vehicle was repossessed on XX/XX/2022 but I have provided proof from XXXX XXXX that the vehicle was in fact repossessed on the XXXX. In a letter I have attached XXXX XXXX shows a call on XX/XX/XXXX in which I spoke with a representative. That was the day after repossession and I gave the agent my updated address which was XXXX XXXX XXXX XXXX, XXXX XXXX. I have provided proof that citizens bank did in fact have my updated address from a letter sent pertaining to a copy of the " alleged contract '' I requested. I have become aware that Citizens Bank was involved in a class action lawsuit for failing to send proper documents to consumers. After filing a complaint on citizens bank they responded with a letter I have attached and demanded payment. In this letter they state that they are attempting to collect a debt but do not give notice that I have the right to dispute the alleged debt. In this letter they mention XXXX XXXX XXXX. Again Citizen 's Bank has committed identity theft by sharing my personal information without my consent. In the " alleged contract '' provided I never signed anything with XXXX nor are they mentioned. In this letter Citizens bank tries to collect two different amounts {$9500.00} and {$7400.00} but neither of these numbers reflect what's being reported on my credit report. Citizens Bank is in direct violation of my consumer rights and should be held accountable. XXXX XXXX states that Citizens bank must adhere to the fair credit reporting act but they are directly in violation of the law. I never gave written consent for this trade line to report in the first place nor was I given notice that I had the right to keep my information private. I believe that Citizens Bank committed conspiracy to keep required documents from me as well as produce fraudulent documents.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I had three accounts with XXXX, they were bought out by Citizens. I have tried to contact Citizens, if you call by phone the wait time on all four calls has been 45 minutes to 90 minutes. They offer no chat feature on their website, and they refuse to list a email to contact them. I wish I had the time to contact them, but I don't have 90 minutes to sit on the phone, it speaks volumes for how little Citizens values Customer Service. All I want to know is how do I access my accounts that were transferred, how do I change the auto withdrawal from XXXX to Citizens. I called XXXX, they told me that they have had so many calls complaining about Citizens, but they couldn't help me. I went back through emails, I found one from Citizens, but when you open it, it gives you little info other than Welcome to Citizens, if you hit contact us, you get three options, call us ( see above on the wait ), chat with us ( doesn't exist if you hit link, says coming soon ), email us ( says we wont take emails because they are unsecure ), thus impossible to contact. Since both XXXX and Citizens offer no help, I'm reaching out to you, so that I ca nat least access my accounts. Granted, I dont have a lot of money is the XXXX accounts, typically I use them as a pass through, but still it shouldn't be this difficult.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A