Date Received: 2021-12-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hi. On XXXX i went to my local citizens bank at XXXX XXXX XXXX in XXXX new york between the hours 1-3. I deposited between $ XXXX in cash It took 4 transactions to deposit it all completely. On the last transaction it showed the amount that was deposited. Everything seemed fine then within seconds of showing me the total deposit. The atm says invalid account then as its proceeding to give me my money back it never gives me back any money and says machine error please talk to your financial institution. So i go into the bank Explain what just happened. The tellers tells me i have to make a claim with the claims department. Leaving pretty upset. I make a claim that day XX/XX/XXXX XXXX i wait about a week and call the bank to ask my claim status. The bank says you have two claims on file Sir. I replied there should only be one claim. He says well you have 2 one for {$1100.00} and one for {$1700.00}. I tell him the one for {$1100.00} is wrong. i never made that claim. So he proceed to get rid of the {$1100.00} claim, but the claim number i origanally was given was for the {$1100.00} claim that i never made. So i asked for the claim number to the {$1700.00} claim. The bank operator gave me the correct claim number. 3 weeks after my last phone call with the bank i got my claim letter in the mail dated XXXX. Saying the bank records indicate there was no machine error and as a result citizens bank will not be credit your account in the amount {$1700.00}. So ive proceeded numerous times since receiving the letter to talk to the claims department Ive been told everytime that someone from claim will contact me in 2 business days. Its been numerous days since my last call to them and i still have not heard from the claim department and i also asked for all documents they have to come to there conclusion. ive heard nothing from them and today is XXXX. Thanks
Company Response:
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank is collecting nearly {$9000.00} too much for my escrow account. This is the second year in a row I have received an escrow refund check of nearly {$9000.00}. I have now submitted full documentation to Citizens Bank twice, first in XXXX of 2021 and again in XXXX of 2021, following their instructions, in order to have the taxes on my escrow account corrected. With two full years of escrow history, and after writing me two checks of nearly {$9000.00}, Citizens should certainly be able to recognize the problem, my submissions not withstanding. However, they are for the second year in a row INCREASING my escrow payment. As I have had no success having the account corrected through citizens, I am filing a report here.
Company Response:
State: NY
Zip: 11222
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I had some damage on my house due to storms. I contacted the insurance company and the claim was made and the repairs done. The final payment from the insurance company was received and forwarded to the bank for endorsement. Below is a communication sent to the bank detailing all the situations I have had with getting this insurance payment sent to me. The work on the house was completed and I already paid the contractor. The financial institution is Citizens Bank and the department is the XXXX XXXX Department. I am writing as I continue to have problems with getting the payment and final inspection for the repairs done to my property as listed below : Account number : XXXX Check Tracker number : XXXX Address : XXXX XXXX XXXX, XXXX XXXX, Ct XXXX 1. The final check payment was sent to you XX/XX/XXXX, this check was returned on XX/XX/XXXX indicating that the it had to be endorsed and returned. 2. The check was received on XX/XX/XXXX and it was endorsed by XXXX and returned via overnight mail on XX/XX/XXXX for your endorsement. 3. I called around XX/XX/XXXX and was told that I had to submit the adjusters report and a repair affidavit. Both of these were uploaded to our sight the same day. 4. I followed up on XX/XX/XXXX and was told that the documents were received and I should the partial payment of approximately {$16000.00} was requested and should go out in XXXX to 3 days. 5. I followed up on XX/XX/XXXX and was told that everything is on hold since the adjuster was a third-party adjuster, I needed to get a letter from the Insurance Company indicating that the adjusters report was used to process payments. Letter was uploaded into the system the same day, XX/XX/XXXX. I followed up and was told that the check would be processed and it would take 2 to 3 days and to order the final Inspection. 6. I requested the Final inspection requesting that it be done prior to the XXXX of XXXX as I would not be in the house till XXXX XXXX. 7. I received an email on the XXXX of XXXX indicating that the inspection had been canceled. I called and the person could not understand why it was cancelled as all the documentation was there. They requested the inspection again. 8. On XX/XX/XXXX I received another notification that the inspection was again cancelled. Again, I called and was told that it will be reinstated and they could not see why it was cancelled. Also, they told me that the check was requested and should be going out. 9. On XX/XX/XXXX I called and spoke to XXXX, a supervisors assistant, who indicated that the reason the inspection was cancelled and the check not mailed was that one of the documents I submitted had not been accepted by you. She proceeded to accept it and again request the inspection and the check, she also mad a note to send the check overnight to my address in XXXX XXXX where I will be staying ( XXXX XXXX XXXX XXXXXXXX, XXXX, PR XXXX ). 10. Following up again today, XX/XX/XXXX, I am told that the inspection and check is pending and no further information can be provided. I requested to speak to a supervisor and after waiting on line for over 30 minutes my call was cut off. Spoke with XXXX XXXX, a manager, who promised to follow up and call me back with regards to the inspection and the processing of the check As I stated before in all of my calls, I will not be in Connecticut from XX/XX/XXXX till XXXX and needed to get the inspection done before the XXXX. According to your procedures, the entire process should be completed in 10 days. As you can tell by the information above it has taken much more time than the 10 days. The work on my property has been completed and the contractor has been paid. Also, the insurance company inspected the property to insure the work was done. I need this situation resolved ASAP and will be filing a report with the Consumer Financial Protection Bureau. Also, I am communicating with the mortgage side of the Bank to inform of the terrible service I have received from the Loss Prevention Department. Lastly, I will be taking the steps to finalize my loan with Citizens Bank due to this situation and the lack of a prompt response. Lastly, it is hard to believe that the hardest, most frustrating part of this ordeal has been working with the bank. The insurance company and contractor was extremely efficient and non-eventful. Unfortunately, the same can not be said about working with Citizens Bank. Sincerely, XXXX XXXX XXXX
Company Response:
State: CT
Zip: 06067
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: I fell victim to an internet scam and was persuaded to transfer money from my checking account at Citizen 's bank to XXXX and from there to buy bitcoin and send it to a person pretending to be a professional miner. There were multiple transactions made and the amount totaled to over {$13000.00}. I filed three claims with Citizen 's based on the dates of the transactions. The first transaction was made on XXXX/XXXX/21 and the last was on XXXX/XXXX/21. I can attach the documents that show each of the transactions and the amounts if necessary. I was told that this scam is not covered under regulation XXXX and all of the claims were denied. I have a close friend that works for another bank and she is adamant that this scam is covered under regulation XXXX and that Citizen 's should be doing everything in their power to refund me the money. I was told that there is nothing they can do and am very upset and appreciate any guidance you can provide me with.
Company Response:
State: VT
Zip: 057XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2021 I made an after hours cash deposit at the Citizens Bank ATM located at XXXX XXXX XXXX, XXXX XXXX XXXX MI XXXX in the amount of {$600.00} cash. Upon submitting my request to deposit said cash, the ATM informed me that it was out of receipt paper and asked me if I wished to proceed with the transaction. As I have made innumerable cash deposits with this institution in my many years of banking with them, I did decide to go ahead and make the deposit. I proceeded to complete the transaction, verify that I had no more transactions to complete and retrieved my debit card from the machine. The cash was successfully inserted into the machine before my card was returned, and after I retrieved my card I drove away. Before I even left the bank parking lot, I logged onto my online Citizens banking app to verify that the funds were successfully added to my account, at which time I realized that they were not. There was another car at the machine at this time, so I immediately called to report the discrepancy via the telephone number listed on the back of my debit card ( XXXX ). I spoke with a representative from Citizens bank to and reported that my cash deposit had not shown up in my account, wherein they did confirm that it should have been immediately available. Additionally, a claim was filed for the matter to be looked into ( Claim # XXXX ). Having not heard back from them, nor having seen the funds returned to my account, I followed up with an additional phone call the following week. The bank did initially credit my account for the {$600.00}, while the investigation was pending. Fast forward to last week when I received a notice that the investigation was complete and the bank found no discrepancy and proceeded to withdraw the {$600.00} from my account on XX/XX/2021. Since that time, I have made 4 separate phone calls to the customer service number on the back of my bank card to dispute the findings of their investigation and to request a phone call from a representative from their claims department. Every time I have called, I have been promised a call back within 3-4 business days, and have yet to hear back from anyone in the claims department. I was told on Saturday XX/XX/2021 that my request was being escalated after speaking to a manager and that I would receive a call asap. Yesterday, a call was made to my phone at XXXX XXXX and there was no one on the other line, the call was dead air for exactly 8 seconds as I said hello and then it was disconnected from the other end. When I called the customer service line again this morning, I did inquire as to whether or not their records indicated that someone had attempted to call me at which point they did confirm that the dead air call was logged from someone in their claims department, saying that no one picked up on the attempted call and another call would be attempted in the future. I also disputed this claim and asked that it be put in writing to describe what actually occurred. In addition to all of this, I have called the actual branch location where this occurred twice and been told both times that there is nothing they can do and that they also have no phone number or way of contacting their bank institutions claims department. I did also confirm with them that the claim is still open and has been filed as a dispute as well as confirming the claim number which I listed above. At this point in time, I am filing this complaint as I do not have any confidence at all in the ability or willingness for Citizens Bank to follow through and help me with this matter. I want to know exactly what their investigation entailed and how they came to determine that I did not, in fact, deposit my hard earned money into their ATM as I do not see how any actual investigation could have accurately made this determination based on what happened. Thank you in advance for any help you can provide me in resolving this matter and hopefully helping to improve this process for anyone in the future who finds themselves in this situation.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/21 I purchased a car from XXXX XXXX and only authorized them to run my credit. I did not authorize them to push it to anyone they wanted and they ran it along with the following banks : XXXX XXXX, Citizens One, XXXX XXXX and XXXX XXXX. Because of them doing this it has caused a major hit on my credit that should not have happened which caused many other things to then happen with my credit. I am trying to repair my credit but it says these hard hits will be on it for two years. I contacted the banks and they said to contact XXXX XXXX and I did that and they said it will be fine by the time I need a new car again. I have bought many cars and this has never happened before. Can you please help me.
Company Response:
State: PA
Zip: 167XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Getting a line of credit
Subissue:
Consumer Complaint: On XX/XX/XXXX I want to buy a XXXX from XXXX they advertised that the only way to purchase on XXXX XXXX is to finance through citizen one bank, I input all my personal information and right away they tell you that you are declined, later I got an email that said that my identity can not ve verified and if you have a question to call XXXX which I called same date XX/XX/XXXX XXXX from customer service told me that the said the same to all applicants that way they have to call to finish the application my was XXXX I told that was unethical what they were doing and that I don't want to continue with the application and to don't report it to my clean credit ( I haven't have a hard enquiry in more than 3 years ) he agree and gave me a confirmation # XXXX today XX/XX/XXXX I check my XXXX XXXX and I see a hard enquiry on XXXX from Citizen one Bank I called them and they told that it was reported because I applied and I was declined I asked the declined reason and she said because applicant doesn't meet program guidelines, I asked what are the guidelines and she couldn't tell me. I told her that I was told that wasn't going to be reported that I have a confirmation # for the removal she didn't listen and told me to dispute with the credit bureau that they can not remove it, I told that they can and they should because it's illegal advertising and they can't tell all applicants to call them to verify that is unethical if you apply and fill requirements should approve on the spot. I want them to remove this enquiry from credit bureau because it will affect my credit for 2 years. My name XXXX XXXX, phone XXXX, address XXXX XXXX XXXX XXXX CA XXXX
Company Response:
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have been trying to fight ATM charges on my account since XX/XX/2021 and keep hitting brick walls head on. It's actually been frustrating knowing that someone stole money from your account and you can't even trust your bank to resolve it properly. I initially disputed ATM transactions on my account that were fradulent, only to find out that my bank closed their investigation due to no fraud being detected. I was told to go to my local branch and view photo/video that was located and that would show that someone authorized to use this account had made the withdrawals. To my own knowledge, I am the only person that is authorized to use this account so obviously I took a trip to the branch to view this evidence. The associate pulled up my account and showed an ATM photo of myself. I took a look to verify and it was me. Judging by the background I could tell exactly where this photo was taken so I asked for additional information to confirm. This was taken at an ATM that I use at lease once a month. This brought me to wonder why that transaction was listed in the report. When reading back all of the transactions to me I learned that all of my transactions during that time frame were added to this dispute. At this point I am very angry because I did not report all my transactions as fraud and I dont know why the claims representative would include transations that I did not list. I gave the claims representative a total of 39 transactions, all from the same location. I've attempted multiple times to resolve this by starting another dispute and explaining all of this was an error. I provided the correct information and had multiple disputes started. The end result is always the same, they start their investigation, don't ever respond back and when I end up calling 1-2 months after initiating it. I am told that the investigation was completed and closed. Thank you for not calling me, mailing me any kind of response and not doing a thorough investigation. When the initial investigation was closed, it stated that an investiagtion will not be opened again in the future, So everytime I submit a new claim, this is what they are referring to and not even doing a new investigation. Even though I have submitted new information about the error that had occured during the first investigation. They refuse to do a proper investigation and in the meantime. My money is gone and this isn't pennies on the dollar here, this is allot of money. I also want to note that I have now found 2 merchants that have told me that my bank had performed a charge back and was credited the amount that was being disputed. I find this very troubling because I never received a credit for any of these transactions and when my bank denied the claim they never returned the money back fo the merchant either. So where is this money going? Sounds like back into the bank 's pocket and so I wonder how many more transactions of mine did they charge back and end up keeping the money for themselves. It's even more disturbing because it makes me wonder how many account holders have they actually done this to in total???
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In mid XXXX ( exact date unknown ) Citizens Bank notified me that my account was hacked. After hours of talking on the phone, I was informed ALL OF MY INFORMATION WAS BREACHED. Yes, account number, routing, personal information, the whole 9-yards. Nothing was done. Customer service suggested I get a new bank account and apologized for my data being breached. I now receive HUNDREDS of phone calls a day, to the point where I have to block unknown phone numbers. Now, on XX/XX/12 my account has been hacked AGAIN. Yes, I know I needed a new bank account. But I thought I could go more than 2 months without being hacked!!! This bank has NO CYBER SECURITY and does NOTHING ABOUT IT. Something needs to be done immediately.
Company Response:
State: NY
Zip: 14086
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Applied for a Citizens Bank Credit Card ( a Mastercard ) with an " Earn 5 % Back on Everything '' purchased on the first {$6000.00} of purchases within the first year. The 5 % back " reward '' is actually a 3.8 % bonus over the " everyday '' 1.8 % " reward. '' I applied for and was issued a card in XX/XX/2021 and noticed that only 1.8 % was credited. I called their " customer service '' telephone line and, after a XXXX minute wait, was transferred to another department and had a XXXX minute wait. The Citizens Bank customer service rep did not know of the promotion and was not helpful. Because their executive office does not publish their telephone number I used the SEC filings to obtain the number and was connected with the " President 's Office. '' I explained the problem and have received two call backs- the person who called continues to promise to rectify the problem but she has not done anything. I see that the Bank is again running this promotion - I believe it to be a scam
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A