Date Received: 2021-10-19
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Hello ; My bank Citizens bank account, I have paid over {$2500.00} in overdraft checking fees this year as of XX/XX/XXXX. I shut off the overdraft option as of XX/XX/XXXX. Suddenly I receive a letter from Citizens notifying me last 12 months I had overdraft fees. Obviously, prior to shutting off the overdraft option I know I had OD fees. Appears to be that since Citizens isn't getting the $ 200-300 in overdraft fees monthly they used to auto deduct from my account since opting out.I now receive a letter stating I can " opt-in '', take from savings or get a line of credit. The line of credit would have been beneficial for years to me. I have banked at CB for 5+ years. CB never approved me for a line of credit to cover overdrafts but would gladly take in 3 years probably 3-4k just in overdraft fees. This is on an account that is a direct deposit. On a direct deposit for a certain time period, at a certain amount, people should be eligible for the line of credit so that instead of OD fees they're only paying $ 20-40 a month for a line of credit for any overdrafts monthly. Instead the bank is continuing to prey on low income people. Why is it I can afford to pay $ 2000-3500.00 in overdraft fees but I'm not worthy of a {$500.00} a month line of credit to cover only my checking account? I've paid at minimum {$130.00} a month and up to {$500.00} in OD fees when I opted in, for years. All of a sudden I opt out, my account is a positive balance and now I have choices? The US banking system preys on low income people.
Company Response:
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have spoken to five people at their offices who it appears cant handle anything. The account that was opened in my name is fraudulent. XXXX Received first bill From Citizens One XX/XX/21 - Received notice unable to approve application XX/XX/21 - Received second notice of past due payment XX/XX/21 - Went to Citizen Bank in XXXX NY Spoke to bank employee, she did mention this was the second one she had seen. I showed her all the paperwork I had received for this issue and she immediately called her home office and put me in touch with someone to discuss issue. This person transferred me to their fraud department. Spoke to a person there about what they will do. They wrote up a ticket, XXXX and stated I should contact the three credit bureaus about this issue, which I did. She told me I would be mailed some paperwork to fill out, I have never received it. She then stated I did not have to take any further action. Now I am receiving automated late payment calls. Ten calls to date. On XX/XX/21 I received another collection message and after being on hold for 30 minutes I called the number that was at the end of the collection message. I have the recordings of everyone I have talked to. I called that number and was on hold for 20 minutes. Someone finally answered and I was asked why I called this number. She looked at the fraudulent account that was set up in my name and did see a note that I had called about it being a fraud. She transferred me to another number, Im assuming it was their fraud department again. This person told me the paperwork was sent a week ago, I stated I have not received it. She then asked me if they could email it to me. I gave them my email address. I asked for the calls to stop and was told these are Auto generated calls, well heres a novel idea, get on your computer and stop it! I called again on XXXX and was told they would send me the paperwork via email, again. XX/XX/21 Have not received the email or mail for the paperwork they were to send me. I do not want this to get to my credit reports. I have made contact with XXXX with the account number and asked if they could tell me where the items were sent. They emailed back and said i need to get a police report. Going to work on that. Citizen One could have done the same thing if they contacted XXXX. I have also notified the three credit agencies. No one has followed through at Citizens One.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I used Citizen 's Bank 's automated system to check the balance in my checking account ending in XXXX and savings account ending in XXXX and noticed that {$5000.00} was suddenly missing. My access to online banking was also deactivated. After calling customer service I was told that the bank had placed a {$2600.00} hold on my checking account and {$1200.00} hold on my savings account as they were reviewing my account. I called the local branch the next day and was told the same thing and that the fraud department wasn't giving them further information. Between XX/XX/XXXX and XX/XX/2021, I had received various bank to bank funds transfers to my checking account organized by two third parties with the intention of having me send the money to others as bitcoin. One of the parties was my employer and the other was my partner. I had withdrawn and sent out all the money from these funds transfers. I knew the entities I sent the funds to and was not being scammed. I informed customer service I would take legal action against the bank if the funds were not returned to me. They promised me the Office of the Chairman would contact me within 2 business days at my phone number which I provided them. But I never received a call. I contacted customer service again several times through online chat, text, and phone call to try to find out what would happen to the funds on hold. Customer service on chat told me that on XX/XX/XXXX the holds would be removed and my accounts would be credited for the funds and there was nothing to indicate the funds would be returned to their senders or my accounts closed. I was also told by customer service over online messenger that the Office of the Chairman had attempted to call me but my number was not in service. I provided them the number to my other phone. On XX/XX/XXXX I noticed my checking account information did not generate information on the automated phone system. I called customer service and was told my accounts had been closed. They had done so without notifying me. Customer service could see nothing in the accounts about the holds. But one agent called various departments and told me that the money in my accounts that had been placed on hold would be sent to mailed by check on the XXXX. On XX/XX/XXXX I called the customer service again and they transferred me to a supervisor who could not confirm if I would be issued a check. I called my branch and the banker told me that the funds had been returned to the senders. So now I am short of the {$4000.00} I withdrew and sent after receiving these funds transfers. I am unable to contact the senders to ask them to reissue the funds to me.
Company Response:
State: OH
Zip: 43607
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX To whom it may concern : On XX/XX/XXXX, I closed my mortgage with Citizens bank. Prior to that, I submitted all the documentation that was required for the closing, including my insurance coverage. A couple of months later, Citizens bank has been sending notifications that they have not received my home insurance for wind and flood. I contacted my carrier and had them upload to Citizens Bank website a copy of the insurance, including wind and flood. Citizens Bank confirmed that they received the information. All was well, until XX/XX/XXXX when Citizens Bank charged my account {$2700.00} for a mortgage payment that should have been {$1800.00}. My principal amount is usually {$510.00}, XXXX is {$480.00}, Escrow ( Taxes and Insurance ) is {$880.00}. Since XXXX, my Principal amount was adjusted to reflect {$510.00} ( with a fixed mortgage rate ), Interest was {$470.00} and Escrow jumped to an all-time high of {$1700.00}. I contacted the bank because they took {$900.00} additional out of my ( One Deposit Checking account ) and added it to the monthly mortgage payment of {$1800.00}. I visited the branch in XXXX, Connecticut to try and clarify the reason for the sudden increase and withdrawal of my cash reserve. I was told I did not have insurance and therefore, they were using my Escrow and my other accounts to satisfy their claim. I contacted the insurance company, and they submitted the insurance documents again. I received a letter saying, Thanks for providing evidence of my property insurance policy, this letter was dated XX/XX/XXXX. In the same letter, second paragraph, they said, and I quote, Our records indicate that there is a lapse in coverage from XX/XX/XXXX to XX/XX/XXXX. ( See letter attached ). I requested that the insurance company send another copy of my insurance policy beginning from the date of closing until present. Citizens Bank reimbursed my Escrow account {$680.00} on XX/XX/XXXX. In XXXX, I was then billed as my mortgage payment, {$2700.00} again with the same complaint that I do not have insurance. This time, the total amount taken out of my account was {$2000.00}, plus a service charge of {$30.00}, and an overdraft amount of {$170.00}, and an overdraft fee of {$12.00}. My XXXX mortgage payment was increased from XXXX to XXXX which is an additional {$170.00} ( from my One Deposit Credit account ), plus the {$720.00} from my Escrow account. I uploaded my insurance documents from the day of closing to present on the Citizens Bank website. I called Citizens Bank on Friday XX/XX/XXXX and was yelled at by more than one employee from the insurance department and mortgage department, respectively, for saying, that they drew money out of my checking account to satisfy insurance payments for my mortgage. I was told by the mortgage department that they sent out an escrow analysis showing that my escrow is low and thats why my mortgage was increased. There has not been a lapse in my insurance from XX/XX/XXXX to present. There is no increase in my interest rate, no increase in taxes, no increase in insurance payments, then why is escrow increased and ultimately the mortgage payment? My stress increased causing my XXXX XXXX to increase because now I can not afford my mortgage payment. I am a single person ; I do not have a second income. I just moved here and bought this house. My husband served in the military for 23 years and now hes dead and they are trying to harass me. I am not a thief ; I work very hard for my money. I am also a front-line worker. This American dream is becoming a nightmare. I think this Bank has targeted me and they are trying to make me lose my house. Now they are flooding me with requests to refinance and get rid of FHA. All the requests have been to increase my interest payment and to eliminate the first year of my mortgage payment history. At this time, I do not wish to refinance my home. I would like my full escrow reimbursed so that it can pay the taxes when they are due. I would also like all funds and fees that were taken from my One Deposit Checking account to be refunded before I close the account. I would also like my mortgage payment readjusted to reflect the {$1800.00}. Thank you, XXXX XXXX
Company Response:
State: CT
Zip: 06051
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: on XX/XX/21 around XXXX I called the number XXXX because I receieved a text message from XXXX saying to call my Citizens bank account because it was an emergency. When I called the number, they asked my 16 digit atm debit number, my social, date of birth, security code, pin, and date of expiration. I did not realize until it was too late this could be a scam and I didn't get a notification from my bank. My banks customer service is not available at the moment.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
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: Citizens Bank is my bank for all my financial needs. I have 2 checking accounts, several savings accounts and my first and home equity mortgages as well. I have been a dedicated customer for 23 years. On XX/XX/2021, I transferred {$10000.00} to my checking account from my savings, to make a {$10000.00} payment toward my home equity loan scheduled for XX/XX/XXXX. On XX/XX/XXXX, Citizens One, who handles my home equity loan took 2 {$10000.00} payments instead of one. This created a snowball effect with my checking account, activating my {$2000.00} overdraft protection, and charging {$37.00} per check for other checks that have since cleared ( I see that they have credited my account for 2 fees for a total of {$74.00}. ) I called Citizens One, and they told me they found the error in duplicate payments, and assigned a case number # XXXX. They told me it would take 3 -4 business days to get my money back!! This is a ridiculous solution, as all transactions were done through the same bank..Citizens!!! I tried to access my other accounts through my debit card, and although I still have over {$42000.00} in my savings account, the bank would not let me access my funds, because of the huge overdraft!! I called customer service again in regards to my checking account, and the representative suggested I deposit {$2000.00} for my overdraft protection, so that my other pending checks would be covered, as Citizens Bank refused to rectify my account sooner. ( Their mistake made my account over {$5000.00} overdrawn!! ) This is not just a mistake, it is grand larceny!! I am furious, and more than inconvenienced. I have a contractor doing work in my home and wants to get paid in cash!! This mistake has cost me in so many ways.
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2021 mail stolen from house containing a check for {$1500.00} to a relative was processed using a mobile deposit into an account of Citizens Bank fraudulently. Notified my bank and filed a report with the XXXX XXXX Police Department. Communication between police and my bank followed with an arrest warrant put against the person and no further action by Citizens bank or the warrant resolved my account being refunded.
Company Response:
State: CT
Zip: 06516
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Around XX/XX/2021, I went into the XXXXXXXX XXXX XXXXXXXX, PA branch of citizens bank to close my checking account. The account had an overdraft line attached to it, which had already been fully paid off. I closed the account, and the teller gave me {$100.00} that was still in the account. I asked for some type of paperwork to show that the account had in fact been closed, but the branch staff said that they did not have anything they would give me, but I would get a letter from the bank verifying that the account was closed. to this date, I have received no such letter. On XX/XX/2021, I got an alert from my credit monitoring service that Citizens bank had reported me delinquent 30 days on the line of credit and that I was {$27.00} past due. This was 3 months after I closed the account. I called citizens bank 's 800 number and was routed to several people. The one who could help me assured me that that was an error, they would XXXX out the amount they said we owed, and that they would correct the credit reporting and remove the 30 day late on our reports. I asked for something in writing to be sent to me, but was told nothing could be sent. To this date, there has been no correction of our credit reports. They did report that we owe nothing on the account, but have not removed the negative reporting. Unfortunately for us, all this happened while we were looking to buy a new house and has caused the mortgage rate to go up significantly, over a full percentage point.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I closed out my checking account with Citizens Bank in XX/XX/XXXX. Unbeknownst to me I had 2 small payroll checks totaling {$440.00} get direct deposited into this closed account on XX/XX/XXXX. Per Citizens, if anything occurs on a closed account within 60 days of closing, they automatically reopen the account, which they did. because I closed out the account in XXXX and chose to go paperless, I had no reason to further check this account, so I knew nothing about the deposit until XX/XX/XXXX when I received notice I owed them {$8.00}. I tried calling the 800 # provided to no avail. On XX/XX/XXXX I received a 2nd notice informing me I now owed {$33.00}. This time I went to local Citizens branch in XXXX XXXX, NH and found out about the reopened account and that I had 2 checks deposited in XXXX of XXXX. From XX/XX/XXXX to XX/XX/XXXX I never heard a word from Citizens, all the while they were taking {$25.00} each month from this reopened account until they drained the original deposit of {$440.00} and now they tell me I owe them money. The account I had with Citizens required a minimum balance of $ XXXX, otherwise I would have to pay {$25.00}. I requested Citizens refund me my {$440.00}, remove any overdraft charges and close the account as I asked in XXXX of XXXX. They offered me {$150.00}, which they would deposit into my account, then they would take the {$33.00} out, leaving me to take {$110.00}. I promptly turned them down and requested to speak to a senior bank employee, to which I was told there was no one to speak with. I am furious that a bank can reopen a closed account, then accept a payroll check, then drain that account by charging {$25.00} each month until there is no money left and have the nerve to then start charging me. I request a full refund of my {$440.00}, removal of any overdraft fees and for them to close my account permanently!
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: PLEASE REMOVE 1. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft FM/CITIZEN Account Number : XXXX This is not mine.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A