Date Received: 2022-02-24
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Hello my name is XXXX XXXX. Im making a complaint to citizens bank the reason why is because they hold my check saying its fraud, they reject and its still being hold. XXXX XX/XX/11 I think I received the check from a company that helps people with their rent. ( XXXX rent relief ) Im currently was living in XXXX and was in out XXXX. So I got the check I mobile deposit it on the XXXX. Citizens accepted they check and cash it. I call chase it was cashed on the XXXX. They hold my check up until XXXX of XXXX. They said it was declined and reject getting sent back to the XXXX relief. So I call back they told me my check was still on hold so I need help. This bank is hold my money when Im behind on rent.
Company Response:
State: MI
Zip: 48223
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX XXXX sold their accounts to Citizens and the transition is supposedly in progress. I had an XXXX XXXX account and tried to enroll in Citizens ' online banking on XX/XX/XXXX in the morning. The system did not recognize either my SSN, or my XXXX account number. I tried to call the online support line at XXXX. After being barraged with irrelevant messages, the hold time was disclosed as over 60 minutes. I tried to enroll again at XXXX. The system did not recognize either my SSN, or my XXXX account number. Contacted tech support. After being forced to listen to useless drivel for XXXX minutes, the hold time was disclosed as " over XXXX minutes ''. I tried to enroll again at XXXX on XX/XX/XXXX. The System did not recognize either my SSN, or my XXXX account number, or the XXXX account number. Evidently, Citizens has failed to manage the acquisition competently or diligently and as a result I have lost access to my funds ( I don't have a check book for this account, nor did I get sent one from Citizens ).
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I talked to XXXX XXXX VP at Citizens Bank, about honoring a rate of 3.125 for switching to them. XXXX sent me an email in writing after talking to assure me that my rate of 3.125 would be honored. I was told on the call that I would see points and a cost I had to pay show up, but to ignore it and they'd credit it on the back end. XXXX assured me he'd send me an email saying they'd honor the rate so not to worry about it. XXXX said XXXX XXXX would take care of me and he would fill him in on the situation. From there I worked with XXXX XXXX, I mentioned multiple times during calls with XXXX that the numbers were still showing on disclosures and XXXX said XXXX and team was working on it. I reached out via email on XX/XX/XXXX after receiving another disclosure showing XXXX in fees I owe for points to lower my rate. This is 2 weeks before closing on the home. In my reach out I asked when this would be addressed. I received a phone call from XXXX XXXX on XX/XX/24 explaining that they would not be honoring what was sent in an email over a month ago, but rather I would be having to pay to lower my rate to the agreed upon amount and encouraging me to explore moving my rate up. I've been told there is nothing they can do there is a maximum of 1 % they could credit me, and that I would be left to pay the rest. No one informed me of this, or ever discussed this in writing of via phone call with me until we're 2 weeks away from closing.
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I made 2 separate claims on fraudulent atm transactions. After being denied a refund, I have called more than a dozen times to speak to a representative from the fraud department with no response or call back that is promised within 24-48 business hours. They made 1 attempt to call me back from an unknown number, which I was unable to answer, out of the dozen that I have made. Their refusal to speak to me about the denial letter is a complete disregard for my financial well being, which I have entrusted in their institution. If they had investigated this claim at all, they would see that I was obviously not the same person withdrawing said funds. Beginning on XX/XX/21 atm transactions began to duplicate from the same atm location as I withdrew funds from or other atm locations in which I did not use. The transaction amounts were for the same amount of money as my own withdrawal amounts on the same day. The list of transactions below were NOT done by me. XX/XX/21 {$160.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} inquiry fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$200.00} XXXX XXXX XXXX XX/XX/21 {$83.00} XXXX XXXX XXXX XX/XX/21 XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$200.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$200.00} XXXX XXXX XXXX XXXX XX/XX/21 {$200.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm fee XX/XX/21 {$3.00} atm inquiry XX/XX/21 {$500.00} XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee XX/XX/21 {$500.00} XXXX XXXX XXXX XXXX XX/XX/21 {$3.00} atm fee
Company Response:
State: PA
Zip: 15044
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens bank took over XXXX starting XX/XX/2022. The accounts were supposed to be activated on friday, XX/XX/XXXX. My company sent my payroll to the new Citizens bank account on Friday, XX/XX/XXXX as they instructed us to do in several letters. This was a holiday weekend and essentially I had no access to my money. On Tuesday, my paycheck is not in my account. After waiting on hold for over 1 hour, I am told that the money was sent back to my company because my account was not activated until Saturday, XXXX XXXX. I email my payroll dept and the monies were not sent back. The payroll manger with to citizens on his lunch hour - unfortunately he was a XXXX customer as well and was told they were working on it. To this date, my paycheck is not in my account, I have bills to pay and the rent will be due soon. Citizens should not have taken over XXXX if they were not equipped to handle the XXXX customers and to be told your money will be there soon is not acceptable.
Company Response:
State: NJ
Zip: 07042
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Re : Account # : XXXX is not my account. Information belongs to someone else ( identity theft, fraud, error ). I am a victim of fraud or identity theft and this account was fraudulently opened in my name. Social security number obtained and used without my consent or permission to obtain goods and services. Please see additional information for address and identity verification. Reporting on the account should be stopped immediately and removed from credit files.
Company Response:
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX is completely unresponsive. You call them they hang up. You chat with them and tell them you are dissatisfied they disconnect the chat. They respond once with an incompetent response and then you follow up and they ignore. Can not access my account anymore as it was transferred to Citizens Bank. While at XXXX : 1. I did not receive the full amount back from a wire and followed up but was ignored. 2. I was charged to receive multiple wires the last several weeks of my account and was ignored when I questioned them. 3. I paid for new checks for my XXXX account and after I purchased them I was then transferred to Citizens so the checks are now useless. 4. Citizens is currently charging me to receive/send wires and I was not informed of this prior to the transfer. My understanding is my benefits would be transferred.
Company Response:
State: NY
Zip: 10013
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My name is XXXX XXXX XXXX and Im a XXXX citizen living in the XXXX. I had a checking and savings account with XXXX. I am currently living in XXXX. I was notified my account would be transferred to Citizens Bank. Since this transfer, I have not been able to access my account or my funds. I was on hold for over XXXX hours with. No answer. I hung up and tried later and was on hold for over an hour. Ive called numerous branches with no answer and Ive tried several times with online chat and Ive been told I need a XXXX based number now to access my account. My account with XXXX was opened while I was in the XXXX so I dont have a XXXX XXXX number. Ive been told in the chat that XXXX cant access my account without a XXXX number so my funds are unavailable to me. I have not received any information regarding my new account. I do have the new debit card, but it does not have the bank details on it and I have no PIN. I also cant download the app for my phone because its not available for people in the XXXX. Ive sent an email to them regarding this and the email has come back unreturned. Ive looked online and it appears people who are not based in the XXXX are having the same problem. XXXX concerned I wont be able to access my funds. Ive just finished with another chat and they are not allowing me access to my funds. Please help me with this.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My employer Added me as a person on her XXXX page for her diner to be able to able to add posts and update the specials well then XXXX ads started taking money out of my bank account because once I was added as an authorized account manager my information from my XXXX also when on that page this started on XX/XX/XXXX the total amount that they tipped out of me was XXXX. XXXX that's from XX/XX/XXXX to XX/XX/XXXX. I called the bank I went and got a new debit card I took my information off of the XXXX XXXX citizen 's bank has taken {$800.00} in over draft charges because of this XXXX add thing being taken out numerous times. Dates are XX/XX/XXXX XXXX XXXX. 30.00 XXXX. 25.00 XX/XX/XXXX XXXX The overdraft charges came on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. For a total amount XXXX The 1st time I called they did reimburse me 4 of the {$37.00} fees from my account now they're saying that the fraud case was unfounded and they can not return any of my money meanwhile they just keep charging me all these fees because my account is negative I have not been able to touch my paycheck which is struck deposited every Friday in over a month. It's Citizens bank. What can I do?
Company Response:
State: NY
Zip: 138XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home in XXXX and my mortgage was transferred to Citizens Bank. Since that time, I have spent collectively more than 10 hours on hold with this company trying to get access to my mortgage and account information. First, I could not enroll in online banking and could not get information on my mortgage payments and escrow accounts. In XX/XX/XXXX, after more than three days of calling and more than 6 hours of collective hold time, I was finally able to get an online account established so that I can access certain information. However, I still can not get an answer to why my tax forms have not arrived when they were supposed to be mailed before the end of XXXX and I can not access them electronically. Each time I call, I spend more than an hour on hold before getting through to a person, who tells me they must transfer me. They will then transfer me to another hold, where I either spend an hour more on hold or where the call is dropped, i.e. they hang up on me. I can not file my taxes without this information, and I have had to miss work to make these calls as they are only available for customer service on mortgage issues between XXXX a.m. and XXXX p.m. when I also work. They are an XXXX XXXX bank and I am located in the XXXX so I can not physically visit a bank, and their only other contact options are by phone. There is no email or chat option currently available, and so I am literally without any other options to access these documents other than to call and spend hours on end listening to their hold music.
Company Response:
State: NE
Zip: 684XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A