Date Received: 2021-11-24
Issue: Problem with customer service
Subissue:
Consumer Complaint: I was a litigant of the XXXX XXXX XXXX XXXX XXXX. This State of XXXX XXXX, XXXX XXXX XXXX stole what was ordered by at the XXXX XXXX. Total amount {$XXXX} XXXX.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: I had closed my XXXX XXXX Checking account in XXXX of XXXX. Upon doing so I received a letter from Citizens Bank XXXX XXXX XXXX NH XXXX. This letter stated I have no other accounts with that bank. I know I did because I set up my retirement account online. In doing so I also learned the Lawsuit I was involved in and was awarded a rather large lump sum was deposited because my total either monthly or yearly that I was to receive in my retirement was also rather a large lump sum so I knew what I was awarded had been deposited. Not only that but the bank didnt close my debit card when I had closed my account that XXXX of XXXX. Here we are now XXXX and I had gone back to the very same bank and opened a checking account and a savings account in XX/XX/XXXX. This is when this bank took the opportunity to close my old debt card of XXXX that was in my previous legal name even though since then I remarried and the bank representative who helped me open the checking and savings said that was weird Ive never had that happen before. She was confused because she had entered in the computer my newly married name saying she has worked there XXXX and a half years and that has never happened to her before. She called the individual processing debit cards explained the first debit card came out with my previous name and she would need her to print up another debit card with my new legal name. I have the paperwork that shows in XXXX my card number and now in XXXX that strange debit card that came up with my previous legal name on it also has the same debit card numbers from XXXX. I also have the paperwork for that bank closing the debit card from XXXX now in XXXX closing it due to computer errs. In XXXX my checking account I had opened was also cyber attacked and wasnt put back in the same way it was taken out in different increments adding to be over {$700.00} dollars taken by a company name of XXXX XXXX the bank didnt report it to the proper authorities.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2021-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I bought a vehicle in XXXX. I moved to XXXX. This vehicle was financed by Citizens Bank. I have tried from the months of XXXX to XXXX of XXXX to get my bank to send my title to my local county clerk in order to transfer the vehicles registration from XXXX to XXXX The bank 's customer service at first sent the title to the wrong address and then failed to send it to the correct address or be helpful in any other way. The county clerk has never received the title. Calling the bank 's customer service never advances the issue or gets them to send the title to correct address or work with the county clerk. I have been hung up on multiple times.
Company Response:
State: KY
Zip: 42101
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I applied for Citizen checking account on XX/XX/2021 and got approved on XX/XX/2021. I used the link in the approval email to open an online banking account, but no information match in their database, and I called customer service on XX/XX/2021 for help to open an online banking account, I was told my application is under review. I received my physical debit card on XX/XX/2021 and I tried to open an online banking account again, still, no match and I can not open the account. I received another letter that was sent out on XXXX ( the day I called customer service for the first time ) from Citizens Financial Group IncXXXX on XX/XX/2021, and I was told my account was closed. I called customer service on XX/XX/2021 and asked why my account was closed. The agent can not explain it to me just told me it was due to a security reason, and that was the company 's decision. On the same day, I received my PIN from Citizens. With only a debit card, no other account information, then my account was closed. Citizens Finanical Group Inc. did not provide any solid justifications on why they are closing my account. The so-called " security reason '' is a vague term and really sounds ridiculous when there were no transactions being made via the debit card. It is understandable that sometimes a bank would like to verify information with the customer. However, Citizens Financial Group Inc. made no attempts to contact me for any information but simply decided to close my account instead. This practice is unusual and does not conform with industry standards and procedures carried out by other financial institutions when they think there is a potential security reason. On Citizens Financial Group Incs website, it promotes that the Citizens bank as Hel customers. This is certainly misleading given the fact that a consumers card is unreasonably closed BEFORE the card arrives via mail. I hereby share my experience here to alert any other consumers like me that might be fooled by Citizens Financial Group Inc. and I would like to raise public awareness of the shady practice of Citizens Financial Group Inc.
Company Response:
State: MA
Zip: 02062
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After a pre-approval for the mortgage, I sent the signed sales agreement in on XXXX. XXXX, 2021. I had no response until the second email on XXXX XXXX. The whole process was one of not getting a response to phone call or email. Sometimes he would respond almost a week later. On XXXX XXXX th. - XXXX days before closing- they asked for more documents to complete the loan. I sent some and my previous bank sent the rest on the XXXX. When I asked if they received the documents there was no response. On the day before closing they finally respond and say they couldn't open the email and don't have the required documents. And closing date has to be pushed back a week. We still didn't have closing and I can't get in contact with them. Overall it was a terrible experience and one of trying to get them the needed documents. They usually did not acknowledge whether or not they received an email until a couple days later. Some of the documents they ask for I had already sent previously. They still have not confirmed that they have all the required documents. - I can't send the documents if they don't tell me what to send-. I tried to contact the manager and just received his voicemail. I left him a message and he never returned my phone call. I do not reccommend dealing with this bank for any lending services.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently received a Citizens Escrow Account Disclosure Statement dated XX/XX/XXXX. I have attached a copy of the statement ( page XXXX was intentionally omitted as it is blank ). You will notice on page XXXX of the attached Citizens statement showing my escrow activity for XX/XX/XXXX through XX/XX/XXXX, there was NO escrow payment indicated for XXXX, XXXX. While I realize that as of the date the statement was generated ( XX/XX/XXXX ) Citizens had not received any escrow payment for XXXX, it should have been estimated in the same way that the month of XXXX, XXXX was estimated. Citizens has only reflected XXXX months of escrow payments on their statement when there should be XXXX. I participate in Citizens ' bi-weekly mortgage payment program and my XXXX bi-weekly XXXX mortgage payments have already been made which Citizens ' online escrow records reflect as of today ( XX/XX/XXXX ) with an escrow balance of {$4300.00}. Once my XXXX payments are made ( which Citizens has appropriately reflected on the escrow statement as an estimate ), my closing escrow balance will be {$5700.00} and NOT the closing balance of {$4300.00} for 2021 Citizens show on their statement. This is relevant as Citizens is currently asking me to pay {$2700.00}, the difference between their incorrect XX/XX/XXXX opening estimated escrow balance ( {$4300.00} ) and the required opening escrow balance ( {$7100.00} ) as of the same date. To conclude, I believe the amount I owe Citizens at this point is {$1300.00}, the difference between your required balance of {$7100.00} and the correct opening balance of {$5700.00}. It should be noted that over the last week I spoke to XXXX different customer service representatives at Citizens ( XXXX of the XXXX was a supervisor and another of the XXXX was in the customer advocacy dept ). They all kept telling me that because the statement was generated on XX/XX/XXXX and no XXXX payment had been received at that point, my payment was listed as {$0.00}. I asked them why XXXX couldnt be estimated like XXXX was estimated and they really had no good answer.
Company Response:
State: NY
Zip: 11561
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I purchased the car in XX/XX/2020 first payment due in XXXX of 2020 However i never received any paperwork with an account number any way to make payment no statement book no monthly statement. I called several times and they could not find my account due to a clerical error in the social security number. I was finally able to get through to resolve the problem in XXXX after calling both the local offices in which they could not do anything as they could not do anything with car loans and the customer service number could not the account. The agent i spoke with in XXXX advise he would waive the XXXX late fees plural fees from my account due to not getting statements and not able to resolve this issue prior. The second late fee which was from XXXX was not waive. Now the company is saying they will not waive it even though their agent advise they would. I have spent many hours trying to resolve this and kinda feel now im owed more than the XXXX late fee to be waives as I make XXXX an hour and have spent hours in trying to get this back on track i pay every month and i pay more than what the amount is due. This fee resurfaces on my XXXX bill increasing my amount due. As i full understand it is just XXXX but for me it is principle of the matter that the agent advise they would waive the fees. I work for a bank and we would waive the fee due to our agent providing misleading information to the cardholder or customer.
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My business account had XXXX transactions from fraudulent withdrawals. On XX/XX/21 XXXX XXXX made XXXX deposits into my account for a total ofXXXX then XXXX withdrawal ofXXXX then on XX/XX/21 XXXX XXXX withdrew {$790.00} I filed a complaint with Citizens Bank and this was resolved. Then onXX/XX/XXXX XXXX deposited XXXX deposits totaling XXXX then on XX/XX/21 while I was on the phone with Citizens Banks XXXX department XXXX XXXX him about the XXXX deposits and I stated I dont have any accounts with XXXX and the representative informed me XXXX had just withdrawn {$10000.00} from my account. I told him it was fraudulent and requested he stop it immediately. He instead filed a claim. XXXX Banks XXXX Department doesnt return your calls. And they are fully aware the transaction is fraudulent! They also know the money was transferred to XXXX XXXX. They claim I have to waitXX/XX/XXXX days before any money will be returned if they can recover it, if not their XXXX Department says that maybe my problem.
Company Response:
State: NY
Zip: 128XX
Submitted Via: Web
Date Sent: 2021-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-19
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I opened a checking and a savings account on XX/XX/2021 with XXXX XXXX online depositing {XXXX0} in each account. About a week later I received a XXXX XXXX credit card which I did not apply for. I did activate the card but recalled the incident with XXXX XXXX who did the same thing. I used the card and make all my payments on time paying more than the minimum every time. On XX/XX/2021, I make a payment of about {$XXXX about XXXX days letter I received an email stating that my payment was not excepted and my card was being cancelled. When I finally spoke to a rep he said the company felt I was doing something unsaviory so my account was closed. I also ask him why his company would send me a card I did not apply for and take it away and my payment wasn't a day late it actually was XXXX days early. He got defensive and ask was I saying someone stole my identity and I assured him that wasn't the case and that I have every intention to clear my account. I know now that this process is illegal due to Federal Case XXXX Also I went to XXXX XXXX and on XXXX XXXX I went to a time share meeting with XXXX resorts. It was normal, high pressure sales presentation which my fiance and I were already antisipating. We knew they would put a hard inquiry on my credit so I signed up alone. Then a week ago I received a denial letter for a XXXX credit card that I NEVER APPLIED FOR.
Company Response:
State: MI
Zip: 48227
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-19
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I made what I thought and confirmed with operators assistance my last payment of {$470.00} confirmation # XXXX XXXX! Then they sent me another bill XXXX for additional payment of {$440.00} and I immediately called and asked what is this is for when I have paid them my payoff amount? And she says you owed this more amount and I asked why and they couldn't give no descent answer. I talked to XXXX people with no descent answer my records show that I did meet my obligations, that I hope to show you with process! I did pay the remainder amount because I didn't want to mess up my credit!!!
Company Response:
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A