Date Received: 2022-02-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX a fraudulent charge appeared for {$400.00} on my checking account. I immediately called Citizens Bank to inform them. They told me I would receive a temp refund and an investigation would take place. I asked if I should change my debit card number and was told " wait for the investigation results... they will call you ''. on XX/XX/XXXX, I received the refund and a couple days later received a letter asking for additional information on a form. I completed that form and mailed back within 2 days of receiving. On XX/XX/XXXX, another fraudulent charge appeared on my account for {$190.00}. I again immediately called Citizens back and filed another fraud case. I then demanded that my debit card be changed. I received a new card a few days later. I never received a call from citizens stating the results of the first case. on XX/XX/XXXX I received a letter from Citizens stating that they had investigated the case and that the first charge was not fraudulent. they stated they were reinstating the debit of {$400.00} to my account. I called citizens and spoke with a customer rep who said she would have the fraud team call me in a couple days. I received a voice mail a week later from Citizens, but the call back number was the main number and they can not connect me with the fraud team. They said they would put in another request to have them call me. To date, I have made about 10 calls and 2 trips to my local branch. I received 1 other call from a rep, but they just listened and said they would have the case examined. I have since received subsequent letter stating that both of my fraud cases were found to no be valid. Currently I am out {$600.00}. There is NO DOUBT that these charges are fraudulent. At the time they were made at a point of Sale device in XXXX TX, I was in Rhode Island and have subsequent charges from the same day attending to my location. Citizens has stated they have tried to call me multiple times, I have no record of these calls and am more than willing to produce my phone records to prove that. Citizens has never provided a rational as to why they feel this is not fraud. In my opinion, this case represents a bank not properly investigating a fraud charge and making the process so difficult that the consumer just ends their pursuit to recover stolen funds. I wonder how many less tech savvy customers have given up on the process, but I assure Citizens, I will not. Citizens Bank has an obligation to protect its customers money. They have failed and are attempting to negate their responsibilities.The two fraud claim numbers assigned by Citizens bank are XXXX and XXXX.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Citizens Bank is not honoring a student checking account agreement that does not permit overdraft. On XX/XX/21 Citizens Bank disbursed {$9000.00} from my son'sstudentchecking account, overdrawing his account by {$8800.00}. That money was not available in his account and should not have been disbursed. I have tried to address this issue directly with the bank. Citizens Bank has referred me to their mobile deposit agreement. Based onCitizens mobilebanking agreement, the no overdraft selection in my son 's student checking account agreement applies. The Mobile Deposit Service Agreement states, " Other agreements you have entered into with the Bank... ( collectively, the 'Account Agreements ' ) are incorporatedby reference. '' " Other agreements you have entered into with the Bank in connection with your Citizens Bank accounts and other services, including but not limited to, as applicable, the Personal Deposit Account Agreement ( including Arbitration Agreement ), Business Deposit Account Agreement, Funds Availability Disclosure, Consumer Privacy Notice, Online Privacy Policy, Fees and Features Guide, and Account Signature Card ( collectively, the " Account Agreements '' ) are incorporated by reference and made a part of this Agreement. '' https : //www.citizensbank.com/mobile-and-online-banking/service-agreement.aspx This issue stems entirely from the bank 's error. The bank should not have disbursed these funds based on the overdraft policy in effect on my son 's student checking account, incorporated into the mobile banking agreement. Citizens Bank is violating this agreement and in a highly unethical manner, looking for any way toto recoup the loss incurred by their error. They have taken {$8800.00} from my savings account to recoup their loss, and cover the overdraft fees -- proving that, yes- this is an overdraft. The bank has violated theterms of the account agreement by permitting this overdraft and should return the funds they have taken from my account. Happy to provide additional documentation as requested.
Company Response:
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been making payments on the mortgage for a few years. No problems. Now I am locked out of my account. This has been going on for XXXX months. I get no response by phone. I sent a regular mail letter to the company and got no response.
Company Response:
State: WA
Zip: 98584
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank locked out my online account, requiring me to call in. However, when you call in, the system has no provisions to recognize a mortgage account, only a banking account ( checking/savings ) so you can not actually call in and get it unlocked.
Company Response:
State: MI
Zip: 48169
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The following is regarding my mortgage payment. Back in XXXX, XXXX I contacted Citizens One to ask if I could have one or two mortgage payments deferred as the tenant living in my home at XXXX XXXX XXXX, XXXX NY XXXX was having some difficulty paying her rent due to a Covid related issue. I was told NO, I could not do that but I could instead apply for a loan modification program. I only needed help for one or two months since my tenant was experiencing a temporary issue due to XXXX, so I was unsure as to why I would need to apply for loan modification however I waited for the paperwork to arrive in the mail so I could fill it out and return it to them as requested. The paperwork never came so I called them again and they gave me a website to go to to apply. I did this as well and still heard nothing back. I called them again a couple weeks later and was told it would be a quicker response with the paperwork rather then the website. So I asked if they could once again send me the paperwork since I never received it from the first time they sent it. This time I received it and scanned and emailed it to them. I then started to make payments again even though I was struggling because they had reported the late payment to the credit agency. I did not want my credit score affected by this so I tried my best to keep up. In XXXX I called them again to ask if there were any decisions. They told me No, I also asked about my credit score and reporting to the credit company. I was told about a forbearance program and I asked if this could be done for me since my non payment issue was due to my tenant experiencing financial hardship due to Covid. They told me they would put the request on my account. Again, I never heard back from them. I called again and spoke to another rep. She requested the forbearance again, and said to check back the following week. A couple of weeks later I called back again to ask about the forbearance program and was told it was never put on my account. No reason was given! I also asked about the Loan Modification and as told it was declined. I asked them why I was never notified of that decision and they said a letter was sent out on XX/XX/XXXX? I still have no record of that letter being sent and it's XX/XX/XXXX. I am extremely upset at this company and how this was handled from the beginning. All I asked them to do was to defer one or two payments to the end of the loan for me. And 3 - 4 months after the fact, not one thing was ever done to help me through this difficult time. I have called the Loss Mitigation Dept. twice now in the past week to get a supervisor to speak with me to find out why I was not eligible for help with this. I still have not spoken to one as I am left on hold for 15 to 20 minutes each time and then told someone will call me back and that never happens. Due to this company failing to help me through this temporary hardship my credit score has now decreased as I have a late payment showing on what was previously an excellent payment history! I am still one payment behind as the payments I have been making are posted to the previous month that I missed a payment. The customer service for this company has been non existent in my opinion. At a time when so many other companies have helped those in need during this pandemic, his company did nothing to help me. I was told by one customer service agent to evict my tenants to which I replied that was not possible since NY State had a moratorium against evicting anyone experiencing a financial difficulty because of Covid. That alone should have allowed me to qualify for the so called Forbearance Plan. But again, no one did anything to help me!
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I had a joint checking account with a friend a couple of years ago. It went negative XXXX dollars or so due to the other account holder. We lived at different addresses so I myself never received anything saying my account was overdrawn. I guess they charged it off. In XXXX citizens bank advertised to me a XXXX $ bonus offer for opening accounts. I opened them and in XXXX they took out over XXXX XXXX dollars out of my account. Now on XX/XX/22 they took out XXXX dollars out of my account. They never issued me a single notice. I never knew i had a chargeoff otherwise I wouldve paid it, or disputed it because it was not my purchases that caused the charge off in the first place or at least set up a payment plan so I can feed my family. I have rent insurance and a student loan all due this week. Gas groceries my daughters gymnastics classes. If I had known about this I would gladly set up a payment plan. We are in a pandemic. My wife lost her job. I am feeding my whole family including my parents and they took my paycheck. Very decieving tactics- they inticed me with a XXXX $ offer to open accounts. Made me set up direct deposits with my work into their bank. And took all of my money without notice of taking it or without notice that I had a charge off at all. They took my cash on the XXXX of the month. My bills are due. My family is hungry. There is an ongoing pandemic. My wife lost her job. Our family is being affected and all citizens cares about is taking my money without notice to pay a debt that belongs to someone else.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: At all relevant times herein, I have been the joint owner of a real property at XXXX XXXX XXXX, XXXX XXXX, VA XXXX. My current mortgage servicer is Citizens One Home Loans. On XXXX XXXX, 2021, I saw that XXXX was reporting my Citizens One Home Loan account as discharged through bankruptcy. -On XXXX XXXX, 2021, I submitted an online dispute to XXXX XXXX disputing that the Citizens One account as XXXX in bankruptcy and providing proof from the bankruptcy court that my Citizens One Home Loan account was not in fact discharged in bankruptcy. On XXXX XXXX, 2021, XXXX responded to my dispute, verifying the inaccurate information as " accurate. '' Neither Citizens One nor XXXX performed a reasonable investigation of my dispute. On XXXX XXXX, 2021, I attempted to correct the inaccurate reporting directly with the furnisher, Citizens One home Loans. I spoke with XXXX XXXX employee ID XXXX ) in the bankruptcy department who told me they could see my loan had been modified via the bankruptcy court, but that they, the bankruptcy department, had no control over the credit reporting of my account and if I wanted any changes to the reporting, that I would have to dispute it with their credit reporting department, which of course I already had by virtue of my XXXX XXXX, 2021 dispute to XXXX, who had forwarded my credit reporting dispute to Citizens One. I am therefore attaching the following for the CFPB 's review the following documents to show my loan was exempt from the bankruptcy discharge and should not be reporting as discharged in bankruptcy : 1 ) XXXX Order Approving Loan Modification 2 ) XXXX Notice of Voluntary Conversion from XXXX. XXXX to XXXX. XXXX 3 ) XXXX Order Converting Case from XXXX. XXXX to XXXX. XXXX 4 ) XXXX Amended Schedules ( See Schedule C showing XXXX XXXX XXXX as secured, exempt property ) 5 ) XXXX Trustee 's Final Report and Account 6 ) XXXX Discharge of Debtor Also attached is XXXX 's XXXX XXXX, 2021 response to my dispute re Citizen 's One Home Loans account in which they " verified '' the reporting as " accurate. '' As you will see from the attached bankruptcy documents, the loan for XXXX XXXX XXXX was modified by the Court. I was then able to convert from a XXXX XXXXXXXX to a XXXX. XXXX and my property at XXXX XXXX XXXX was exempt from discharge. Therefore, when the Court entered an Order of Discharge, the mortgage loan with Citizens One Home Loans was NOT discharged. Both XXXX and Citizens One Home Loans are in violation of the Fair Credit Reporting Act. I simply want my credit report to reflect that my Citizens One loan is current and in good standing and is NOT discharged in bankruptcy. It is causing me credit damage and no small amount of stress. The whole point of bankruptcy was to escape the overwhelming burden of medical bills and have a fresh start. Citizens One and XXXX are preventing me from having a fresh start. Thank you for your assistance.
Company Response:
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: My name- XXXX XXXX The bank Citizens Bank in XXXX XXXX NY I reported fraud to Citizens Bank on XXXX XXXX ( XX/XX/XXXX ) and again in early XXXX. The bank representative took my information and said they would get back to me. They reported that " Based on our investigation, no error occurred. '' The reason or this is, " Due to the length of time you took to notify us, we are unable to recover funds. We recommend working directly with the merchant to come to an equitable resolution. '' I bought the tickets in XXXX, XXXX and did not know there was fraud until XX/XX/XXXX when I went to retrieve the tickets. There is no way I could tell the bank about something I did not know. I called again after receiving the letter and they said a specialist would call me, made no appointment, just they will call me in 1-2 business days. Several days later, in the middle of the work day, the bank representative called and left a message stating they would call again with no number for me to reach them of window of time. They never called back. I have added what I sent to the merchant and the IL attorney General. NOTE- I attempted to submit this and had difficulty uploading the documents- I am struggling to attach them- when I do- I then need to start the complaint over. Please email me at XXXX so I can send them. I have documents of everything in this complaint. On XX/XX/XXXX I bought 5 tickets to XXXX in XXXX New York from XXXX XXXX XXXX also known as XXXX XXXX XXXX from the web page XXXX after an email was sent to my work account XXXX. The cost was {$2700.00} and I also bought even insurance at {$170.00}. The tickets were for XXXX XXXX, XX/XX/XXXX. When I went to secure the tickets form my email the morning of XXXX the link went to a page that said that the tickets had been transferred to another email. I attempted to call XXXX and there was no response. I chatted with XXXX and the chat person told me to attempt to use my other email ( XXXX ). I did despite the knowledge that I did not submit that email when I bought the tickets. This attempt also yielded the same response- that the tickets had been transferred to another email. I attempted to contact XXXX which the chat told me was the entity from which XXXX bought the tickers ( who I actually through I was buying the tickets from ) and there was no response due to it being XXXX. The chat person told me I should wait and check my email all day until the event to see if the tickets are sent and he would be attempted to secure the tickets for me. I received an email that also yielded that same link that said the tickets had been transferred to another email. I began to search the internet for this company and that is when I found a facebook page and multiple posts through XXXX saying this this company is fraudulent. I attempted to reach out the company to get my money back and there is no functioning email. I also have no idea where the event insurance is and how to redeem it and received no emails or information to regarding that issue- so despite spending {$170.00} to insure the tickets- I don't even have that means of getting my money back. My bank says it won't help because I bought the tickets too long ago- the problem is that I did not know I was defrauded until XXXX so I could not report something I that I did not know happened. I can't find the word to explain how this affected our XXXX. The children and my brother who lives with us ( he has XXXX XXXX ) had been practicing the words to all the songs since summer. Note, in multiple places on their web page and through the " event insurance '' they report 100 % guarantee
Company Response:
State: NY
Zip: 14226
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Dear Consumer, The Division of Banks ( Division ) is the regulating authority for state-chartered institutions in the Commonwealth of Massachusetts. Citizens Bank is not a state-chartered institution, but rather a federally chartered institution ; as a result, Citizens Bank falls outside the Division 's regulating authority. Citizens Bank is regulated on the federal level by the Consumer Financial Protection Bureau ( " CFPB '' ). The CFPB may be reached at XXXX or at the address listed below : Consumer Financial Protection Bureau po box 4503 Iowa City, IA 25544 www.consumerfinance.gov ( F ) ( XXXX ) XXXX The Division appreciates your correspondence and hopes that this matter can be resolved with the appropriate regulating authority. Regards, XXXX XXXX XXXX Massachusetts Division of Banks From : XXXX, XXXX XXXX XXXX XXXX ) XXXX Sent : Monday, XX/XX/2022 XXXX AM To : XXXX Consumer Assistance XXXX Subject : complaint against Citizens Bank Importance : High CAUTION XXXX This email originated from a sender outside of the Commonwealth of Massachusetts mail system. Do not click on links or open attachments unless you recognize the sender and know the content is safe. Citizens Bank, update made to website has blocked all your members from accessing their loan and bank information. Complaints made to individual banks and impossible to get help from customer service representatives The website does not recognize my information and instructs me to contact customer service. The chat option on your website is not activated, there is no email option, hold times are downright insulting ; for technical support 1 hour wait time. How can a bank treat customers like this. I even tried the corporate office phone number posted ( XXXX ) but it just disconnects mid-ring. If not resolved Ill be forced to go to another bank. I can't access my accounts. Feel I'm being forced to do online banking when I don't want to except to view my accounts. There's other who wrote complaints on Citizens corporate web site.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my home on XX/XX/XXXX, and our homeowners insurance was paid in full at losing in the amount of {$2400.00}. My loan was sold to XXXX XXXX in XXXX, and they became our loan servicer in which they also paid our homeowners insurance of {$2400.00}. I made contact with Citizens and explained that our homeowners insurance was paid in full at closing. I was informed that the payment for the homeowners insurance was already sent and that there was nothing that could be done, and apply the amount of {$2400.00} back to my escrow once I received a refund from our insurance company. We received a refund and made a payment to our escrow in the amount of {$2400.00}. That payment should have cured the escrow shortage - {$1000.00} that was caused by Citizen 's failure to recognize that our homeowners insurance was paid at closing. Based on Citizens failure to properly apply our payment, they have sent us a letter stating that we have an escrow shortage and that our mortgage payment will change effective XX/XX/XXXX. I have called their customer service number multiple times and they are not able to locate the payment that was made in the amount of {$2400.00}. We have proof of payment, and i requesting that the payment is applied to our escrow immediately and our escrow is corrected along with our monthly payment.
Company Response:
State: TX
Zip: 76226
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A