Date Received: 2023-11-10
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Our XXXX payment feature has disappeared without notice or reason and we do not know who is to blame, as both Citizens Bank, XXXX and XXXX blame each other. Please investigate and advise.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was supposed to receive my direct deposit by Friday, XXXX XXXX at the latest but as you know, there were issues with direct deposits so I never received the {$470.00} that I was supposed to. My manager called the payroll company, XXXX, on Saturday XXXX XXXX and was told we would have a deposit within the hour. It was longer than that but I finally received a deposit of {$460.00} which was an incorrect amount. I let it go and discussed it with my manager. Then, come Tuesday XXXX my account was ''preauthorized debited '' in the amount of {$470.00} which then put my account into the negative and I received an overdraft fee of {$35.00}. I called my bank, Citizens Bank, and they reversed that fee for me but still NO paycheck. I've been promised now the past FOUR days that I would have my {$470.00} back into my account by the end of the day starting Tuesday XX/XX/XXXX. Still nothing and now a new overdraft fee of {$35.00} because even with THIS weeks deposit, I'm still in the negative with no date or time or info as to when I will be receiving my money that I worked for BACK!
Company Response:
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: i bought a lap top from XXXX XXXX XX/XX/2022 i used my XXXX credit card to purchase the lap top instead of using citizen pay they are attempting to collect a debt i never accured with them we did attempt to get financed with them than decided to just put it on XXXX credit card we have proof of purchase using my XXXX credit card
Company Response:
State: AZ
Zip: 85204
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In two separate incidences, citizens bank made errors that cost me thousands and almost made me lose everything in my life. Their statement was that they do not compensate customers for financial hardships even when they caused it. On XX/XX/XXXX, they received a debt verification request from myself. They did not respond within the five days required under law. They are also not allowed to put derogatory remarks on my credit report nor are they allowed to continue collection activities until the debt has been verified. They have not followed any of these requirements. They put enough derogatory marks on my report to take my score over XXXX points. They put enough derogatory marks on my report to take my score XXXX points. I have informed XXXX XXXX who works in the office of the chairman that the bank is in violation of federal law many many times. She is knowingly thumbing her nose at the life. I am filing this complaint to hold them accountable. I have requested that they remove the marks several times.
Company Response:
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: According to Citizen 's Bank Peace Of Mind overdraft fee, a person needs to have by the day after by XXXX need to cover the amount your account was overdrawn by the previous so as not to incur an overdraft fee. On XX/XX/2023 my account by days end was over drawn by {$78.00}. The following day I made 2 deposits ( {$40.00} + {$46.00} = {$86.00} ) leaving me with a {$7.00} balance. Later that evening a {$62.00} pre-authorized debit went through this leaving me with - {$54.00} balance. The day after I then deposited {$60.00} to cover my negative balance and to take advantage of their Peace of Mind Overdraft protection and to avoid paying {$35.00} in fees. I should have had a {$5.00} balance I saw though that I was not credited for the overdraft fee from the prior day even though I had made the deposit to cover it so I contacted costumer service to find out that the fee remained because I had a negative balance due to the {$62.00} pre authorized debit later that evening. This is not in keeping with their Peace if mind policy. I brought my account to a positive balance the day after as their policy states to cover the overdraft amount of XXXX. Then as you can see in their debiting of my account a charge if {$35.00} when I had a {$7.00} balance. Why? I had a positive balance as their policy states. This then overdraws my account to - {$27.00}. Then they deduct the {$62.00} pre-authorized debit. So their contention that that the overdraft of {$62.00} causing their fee is wrong as can be seen in the included attachment. I honored their Peace if mind policy by bringing my account to a positive balance the day after my XXXX XXXX overdraft the day after. I also brought my account to positive balance after what should have only been a - {$62.00} overdraft to what should have been a positive balance the day after as well. So I honored their policy of having the account brought positive both times. Why was I then charged {$35.00} after I had a positive balance on XXXX? Citizen Bank then further overdrafts my account to then the {$60.00} deposit I made after the overdraft which should only been {$54.00} because I had a {$7.00} balance. So then the the {$60.00} deposit should have left me with a positive balance.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: We applied for a mortgage loan to buy a house through Citizens Bank in New York. My partner and I were given approval and all the terms were met and all the requirements submitted. We are about to close for the house and all of a sudden there's no movement on the application and there are no information from Citizens bank whats going on with the loan. We were given and approved for a rate and they just went radio silent. And the loan officer helping us can not give us answer. We feel like we being discriminated against. How can we get help for this. Thank you
Company Response:
State: NY
Zip: 11427
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2023 an unauthorized hard inquiry was placed on my credit report by XXXX XXXX XXXX. I also noticed I had another unauthorized hard inquiry from CITIZENS BANK on XXXX when I was on the phone with them looking at my inquiries. These inquiries were not authorized by me and I would like to have them removed from my credit report.
Company Response:
State: MD
Zip: 20770
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: ALL EVIDENCE FOR MY COMPLAINT IS INCLUDED IN THE DOCUMENTS PROVIDED Update from Citizens Bank : I have contacted them numerous times over the past 3 months, and they said they cant help me because the case has already been closed and the money has been returned to XXXX XXXX ( XXXX XXXX XXXX ). They have provided letters of the case being cancelled and the money being returned which are attached. They said they couldnt do anything further. They dont know what withdrawing the case means. They advised they had done everything they could, and I reached out to XXXX XXXX XXXX. I even requested that they speak to each other, but they wont do it. Update from XXXX XXXX XXXX : They contacted me after my first complaint and advised that the system is automated and that the case needs to be withdrawn. In the letter it even shows that I have returned the money, and they agree that the money has been returned. They advised I reach out to my bank again. Other than that, there is nothing I can do. This whole withdrawing the case doesnt make sense. I am not the only person that is dealing with this. How can we cancel the claim and return the money and still be in this same situation. You can see the articles below. Please see the letter I have attached that they sent over as well. I am just trying to get my account fixed. How can you follow everything, and they tell you Well too bad the system is built like this. There must be someone that can resolve this. All I can do is file a complaint and hope someone can MANUALLY override this decision because its made by a system. I am complaining again because I am getting the worst response ever. No system is built that can never be changed. As an end user we are being screwed over and XXXX are a very common phone, and this should have better options than just permanently ban people. Especially after they are following everything to make sure the complaint is redacted and providing the proof. There is a lot of disconnect in customer support. I will continue to file reports because this is very unfair. Somone should be able to look at this and even the links I have included below. There are many people complaining and not getting any help. The customer service representatives are not at fault because thats what they are told to say by higher ups. Someone at XXXX XXXX should be able to resolve these issues. This is XXXX XXXX we are talking about. XXXX is a huge company, and you would think they would care about their consumers. Back in XX/XX/2023, I filed a dispute with my bank ( Citizens Bank ) due to what I thought were fraudulent charges using XXXX XXXX. It turns out the transactions were legitimate and there was no issue. While the investigation was ongoing, my XXXX XXXX account was restricted ( which is to be expected ). However, my account never reverted to unrestricted once the dispute had closed ( in XX/XX/2023 ). Ive called support multiple times over the period of the past 3+ months and all they can tell me is that my bank needs to close/withdraw the dispute. My bank has done this in their systems ( in XX/XX/2023 ) and even went so far as to provide me with an official letter to send to XXXX XXXX XXXX saying that the case is closed. XXXX refuses to speak to my bank live and refuses to give me any instructions on how I can fix it. At this point Im out of ideas on how to get my account unrestricted. https : XXXX https : XXXX https : XXXX https : XXXX
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Dates are XX/XX/2023 and XX/XX/2023 and possibly for XX/XX/2023 Im struggling still to make payments due to job loss and no wages to pay my mortgage and vehicle and maintain my utility bills. Ive gone to Community In Action, XXXX and I feel like theyre always closing doors. I can never get help from them. I want to keep my home I havent been a few Monday hopefully to get the job but Im not giving up and looking for work still its been hard and tough. Im a single mom, I have faith that I will get a job here soon. God is good please help me financially to keep my home.
Company Response:
State: OR
Zip: 979XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Getting a line of credit
Subissue:
Consumer Complaint: On XX/XX/2023, I met with XXXX XXXX at XXXX XXXX XXXX about exiting my timeshare. During that conversation, I unknowingly signed paperwork that opened up a {$20000.00} line of credit with Citizens Pay. I never discussed the need for a line of credit nor did I approve opening any account with a financial institution that I was not already dealing with. On XX/XX/2023, I went back to XXXX XXXX 's office because something did not feel right. He was not available to meet, and I was told that I would have to speak with XXXX XXXX. No one else was available to help me. On XX/XX/2023, I received an email saying that I had been approved for a line of credit with Citizens Pay. On XX/XX/2023, I mailed XXXX XXXX a letter with a formal cancellation request. He did not respond to that letter. On XX/XX/2023, I reviewed the paperwork with my daughter and we put a fraud alert on the Citizens Pay account. We also cancelled a XXXX XXXX XXXX that was opened without my knowledge during the XX/XX/XXXX meeting. On XX/XX/2023, I received a letter from Citizens Pay dated XX/XX/XXXX saying that I had 14 days to respond. The address on the letter is incorrect.
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A