Date Received: 2022-01-16
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I got an email on XX/XX/16 at XXXX pm saying I opened up an account with Citizens Quest Checking. However I never opened such an account, I called and Citizens was very helpful. They closed the account & are going through the proper channels to get this resolved. I feel like my info was leaked on either XXXX XXXX or XXXX because as soon as I opened an account with them, this happened.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-15
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I have a XXXX XXXX XXXX. I receive my monthly Social Security Benefits on this card.Ihave had the card for about ten years. I use it at ATMS.I have never had a problem with withdrawals. I usually use Citizens Bank ATMS. Recently they installed new ATMS. I am XXXX and retired.I am on medication which slows me down a little. I went to The Citizens Bank on XXXX XXXX in XXXX Rhode Island on the ATM on XX/XX/2022 at about XXXX AM. I made a withdrawal of {$590.00}. I did the transaction and took my card and I was looking at IL. When I put my hand down to get my money! I heard a noise! I looked in shock as my money disappeared into the ATM! I couldn't believe what I saw! The ATM sucked my money back into the ATM within XXXX! I put my card back in and saw the {$590.00} was gone and deducted from my account. I then in desperation withdrew {$500.00} the another left! I then went into the Citizens Bank and asked to speak to someone. A woman spoke with me for 5 minutes and said. I'm sorry there nothing we can do because the card you used isn't a Citizens Bank XXXX. You will have to contact XXXX XXXX XXXX. I said can you just refund my money after you do the accounting for the day. You will see how much over you are and I will sign any papers and show identification. She said no! Then a manager came out walking and this woman asked her if she could do anything. She answered in one word no! I told them it was my monthly Social Security Benefits and I was honeless most of the month and I desperately needed my money! She said there was nothing they could do I would have to file a claim with XXXX XXXX XXXX. I called the Corporate Headquarters and again I was told there was nothing they could do! I said that money didn't go back into my account! You are stealing my Social Security Benefits! They said contact XXXX XXXX XXXX. I called day and night for 3 days before I finally spoke to someone. Waiting as much as XXXX hour on the phone. I am XXXX XXXX XXXX! XXXX XXXX XXXX told me they would mail a form and I would have to fill it out. Then mail it back! This could take 30 days Finally I called The Rhode Island Attorney Generals Office and they gave me this number and agency. I then called y Congressman and Senators! Asking for help! Finally after 2 weeks I checked with my balance. I found out the money taken I say stolen by Citizens Bank was out back into my account. I believe someone I called helped me. Saved my life! This Snatch Policy must be stopped because it is literally stealing money from people like me! There are no warnings or posts saying you have XXXX seconds or your money will be Citizens Banks Money! These are crimes under the guise of protecting the customer! The money doesn't go back into my account in even 24 hours. Citizens Bank keros that money. That money wasn't sent back to XXXX XXXX XXXX! They are legally robbing people! This must stop and if anyone else did this. This would be a crime! My monthly Social Security Benefits are State and Federal Funds! This must be stopped and considered a crime! I can only XXXXmagine the millions of dollars withheld in Citizens Bank Accounts! Invested and gaining interest while for people like me it's life and death!
Company Response:
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2022-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
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: Citizens credit card corporate office in XXXX RI I ordered a stationary bike for {$120.00} from XXXX on XX/XX/XXXX ; i decided to cancel the order on the above mentioned on XX/XX/XXXX I was charged on my citizen credit card {$120.00} on XX/XX/XXXX, was credited for cancelled purchase. Then on XX/XX/XXXX was billed again for same item stationary bike {$120.00}, issued a credit once i called on XX/XX/XXXX. Then again on XX/XX/XXXX billed again on my credit card {$120.00} I filed disputes with Citizen credit card regarding this constantly being billed for this above mentioned item, that i cancelled and NEVER received! Dispute dates : XX/XX/XXXX XXXX # XXXX claim number XX/XX/XXXX XXXX # XXXX claim number XX/XX/XXXX XXXX # XXXX claim number XXXX # XXXX NO ONE ever gets back to me by mail, email or phone regarding this issue, and now they have charged me interest on this erroneous charge! I have a very good credit score, and pay all my bills in full every month. Please help correct this incorrect charge of {$120.00} plus the {$10.00} interest on this incorrect charge. ASAP Thank you XXXX XXXX XXXX ... XXXX XXXX XXXX ... .XXXX, delaware XXXX
Company Response:
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company lied about me having home insurance, took escrow payments from me and made it seem like I had home insurance while I had none for months. Now I am being penalized for not having insurance for 30 days as I am trying to refinance. The new company that is doing the refinance informed me that I dont have insurance.
Company Response:
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2021. I open a checking and Savings with Citizens Bank. I had {$220.00} in my account before the bank suddenly took {$170.00} from my account XX/XX/2021. Whichever left my account unable to cover my purchases so now my account is overdraft by {$82.00}. I called them, they said it was for a charged off account. I don't know how many years ago. But why allow me to open a new account, if I supposedly owe?? On an account that was closed down and charged off. I wasn't aware of this transaction by any means, my was just taking from account caused insufficient funds for other transactions I had. I believe Citizens bank stole my money.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the last couple of months, Citizens Bank has been sending us marketing mail materials and emails regarding the option of doing online banking. We do not do direct deposits or online banking due to our fluctuating income and financial situation. We send personal checks every month with the home mortgage statements Citizens send us every month. We have had this loan with this bank for almost 2 years. We never had a problem before, they always sent us the bills ahead of time, and we have never missed a payment. For the last 3-4 months they have been sending us the mortgage bills only a couple of days before the due date and the late fee begins ( the 15th of every month ). We feel harassed and threatened by Citizens by this tactic. This is very worrisome to us because we have perfect credit and we can't afford late fees ( {$87.00} ) of any kind. We always make our payments with personal checks to all of our providers without a problem ( electricity, gas, our apartment maintenance, cable, cell phone, homeowners insurance, etc.. ) All of the other providers ' bills arrive on time in our mailbox and all different providers cash them on time as well. We have never had ANY late fees of any kind with any company. This month of XX/XX/2022, our mortgage bill is due by XX/XX/XXXX. We just have not received the mortgage bill. We called on Friday, XX/XX/XXXX at XXXX am to complain, but we still have not received anything from them BUT we keep receiving emails and marketing materials thru regular mail from them about signing up on their direct deposit option. We feel harassed and threatened by Citizens by this tactic. We can't do online banking since our income fluctuates every month and sometimes we pay from separate accounts every month since we are XXXX workers, not XXXX. We are very worried, we can't afford any late fees. Our calls to them have been obviously ignored
Company Response:
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone opened a checking account with my social security number at Citizens Bank.
Company Response:
State: NJ
Zip: 07731
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2021, my mortgage payment increased by approx XXXX. After reviewing my paper statements I have identified the increase was as a result of my escrow ( taxes & insurance ). However, looking at the past several years my tax and insurance bills have only increased very slightly. I do not understand why my escrow would increase so substantially each month. To look into this further, I have been trying for days to access my mortgage account with Citizens XXXX XXXX. Normally I access my account using the app, but they recently XXXX the map because they are merging with the banking app. Because I do not have a Citizens bank account, I am required to enroll again with a new username and password in the new app. When I attempt to do so, none of my credentials are recognized including my SS #, name, etc. I also tried to enroll on the citizens website with the same result. Finally, I have called the citizens helpline ( s ) 5 times and been put on hold for over an hour only to be dropped. I also reached out to my loan officer today. As a result, I have no explanation to my escrow increase and no ability to speak to anyone or access my account online.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizen 's Bank recently merged online mortgage and banking systems which resulted in deletion of established online customer mortgage accounts. Customers attempting to login with established credentials to view mortgage information and make payments are unable to login due to account deletion. I called Citizen 's customer service on XX/XX/2022 and they confirmed the issue was driving very high call volumes. I advised that I had not received any email or other communication from Citizen 's regarding an account deletion problem and how to resolve the problem. A complaint was filed directly with Citizen 's. I am filing this complaint with CFPB because of concerns that thousands of customers are at risk of missing their mortgage payment deadline because of the inability to access their online account which was deleted by a Citizen 's Bank process failure. In the end, I had to re-register for an account in order to view my mortgage and make payment.
Company Response:
State: ND
Zip: 58104
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I was notified by email last week that an account was opened at Citizens bank in my name. I did not open the account. Today I closed the account with the fraud department at the bank and they told me to also open an account here. So someone stile my identity and I'm reporting it to you
Company Response:
State: NY
Zip: 14606
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A