Date Received: 2021-08-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Please see below which is the exact letter that was attached to my second dispute with Citizens over this charge. They do not care about their customers, they will not take time to read a written explanation from their customer, but they will accept a screen shot from a company. I can take screen shots all day and insist people owe me money ... Wouldn't that be a good business model ... I need this handled so I can close my accounts and never deal with this bank again. The dispute was for two charges totaling XXXX, not XXXX. XXXX A.K.A. XXXX XXXX would not grant me access to cancel. I could not dispute with PayPal until it was charged, I emailed PayPal to not allow any further charges. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - RE : CLAIM NUMBER XXXX I have tried to explain this situation over and over again. I signed up for a two week trial of XXXX After signing up I realized I was locked out of my XXXX account and the only way to cancel the subscription was to login. At this point I attempted several times to reset the password. XXXX was suppose to send me a link to my backup email and never did. The only way I could cancel the subscription was to wait for the charge to be processed by XXXX as I could not dispute a charge that hadn't happened yet. Once I disputed they denied it and asked me to reach out to XXXX. I kid you not the email they provided was XXXX. PLEASE NOTE : That in my initial dispute I asked them to stop any further transactions from XXXX. The charge hit my account again on this account as well as my personal account. When I seen this I went back to XXXX and seen that they again denied my claim. This is when I contacted Citizens. Below is a bullet point to m ake it more clear. Signed up for trial approximately two weeks before the first charge which cleared on XXXX When the charge was still pending I disputed with XXXX. XXXX denied without my knowledge after I had already requested no further charges be taken. I contacted XXXXXXXX again and they told me to contact XXXX I signed up for a new account with my personal email during this time. This account and my personal account were both charged in XXXX. I am owed XXXX from XXXX XXXX For a total of XXXX I will attach the correspondence between me and XXXX. This is now limited as I just received an email from them that they received the dispute from citizens and I no longer have access to all the correspondence on their site. Please note that if you look at my business account you will see the charge for XXXX on XXXX and XXXX on XXXX You will also see the charge for XXXX on my personal account on XXXX. ( This is the only charge I am liable for ). Again XX/XX/XXXX was the trial I attempted to cancel as I could not do so before it was processedXXXX XXXX was a duplicate to the XXXX charge on XXXX to my personal account as paypal never put a stop to the billing per my original request. Thank You, XXXX XXXX.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My debit card was hacked and used in two different cities on the same day multiple times ... ... ..9 times in XXXX , Pa. without my knowledge, starting XX/XX/XXXX, until XX/XX/XXXX, when I discovered it ... .I was very XXXX in XXXX through the beginning of XXXX and did not notice the withdrawals. the withdrawals in XXXX were all odd number withdrawals, which I never do. I spent some time in the branch office of Citizens Bank to try to resolve this, and the folks there were helpful and agreed that fraud was indeed noticeable. The following dates and amounts were from XXXX, Pa., and the same day use is next in XXXX, Pa ... ... ... ... ... ... ... ... .. XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... ... XXXX XXXX XXXX Pa XXXX XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... ... XXXX XXXX, Pa XXXX XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... ... XXXX XXXX XXXX Pa XXXX XXXX ... ... ... XXXX none XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... XXXX XXXX XXXX, Pa. XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... XXXX XXXX, Pa. XX/XX/XXXX XXXX XXXX, Pa. XX/XX/XXXX ... XXXX XXXX XXXX Pa XXXX XX/XX/XXXX ... ... XXXX missing that page of statement XX/XX/XXXX ... ... XXXX XX/XX/XXXX ... XXXX XXXX XXXX XXXX Pa XXXX XX/XX/XXXX ... ... XXXX XX/XX/XXXX .... XXXX XXXX, Pa. XX/XX/XXXX ... XXXX XXXX XXXX Pa XXXX The XXXX amounts include a {$3.00} service fee added for foreign ATM. All of my withdrawals from ATMs are in equal amounts ... I received two letters from Citizens Bank denying that fraud occurred, because the bank employee at the branch that I went to broke it up into two different claims for some reason unknown to me. It seems quite obvious that another person had my information to me..
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I filed a previous complaint with the CFPB - CFPB Case Number XXXX. In response to this complaint, XXXX XXXX from the Office of the Chairman at Citizens Bank informed me that " as of XX/XX/2021, your checking account ending in XXXX has been closed in a manner which it can not be re-opened. '' However, shortly thereafter, the checking account was re-opened, and Citizens Bank charged me approximately {$140.00} in overdraft fees. They also placed my account with their collections department. As the account was closed and I could no longer access it through my online banking, I did not know it was overdrawn and was obviously not aware it was assessing charges. I spoke with Citizens Bank about this issue, and I was told a request was made for this money to be refunded. Several weeks later and the money was not refunded. I also contacted XXXX XXXX, the representative that handled my other case, several times over the last 3 weeks, leaving a voicemail twice. Despite my attempts to contact XXXX, and her voicemail stating that she returns calls within 24-48 hours, she never called me back. I want Citizens Bank to do what they originally agreed, and refund my money.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: FILED A COMPLAINT WITH CITIZENS BANK OFFICE OF THE CHAIRMAN XXXX XXXX XXXX XXXX XXXX XXXX XXXX R.I.XXXX # XXXX. RECD A REPLY ON XX/XX/2020 FROM XXXX XXXX XXXX THEY REPLIED ALL OFFERS REC.D AT MY ADDRESS WOULD BE HONORED BECAUSE THEY HAD NO EXPIRATION DATES. WHEN I TRIED TO REDEEM MY LAST OFFER I CALLED XXXX SEVERAL TIMES WITH NO RESPONSE. WHEN TO THE LOCAL BRANCH AND SPOKE WITH XXXX XXXX AT XXXX XXXX XXXX MA XXXX XXXX. HE OPENED THE CASE AND I HAVE HEARD NOTHING SINCE. XX/XX/XXXX. WHY HAVE THEY REFUSE THEIR COMMITMENT. XXXX NUMBER IS XXXX
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear To Whom It May Concern : Around XXXX of last year, I ordered a XXXX XXXX XXXX from a vendor. There was an option to finance the XXXX. I selected the option to finance the treadmill, which was the biggest mistake of life. It took approximately seven or eight weeks for the XXXX to ship to my home. I never received any correspondence from the entity that was financing the XXXX. I revisited the email sent to me by the company that I bought the XXXX from, and it did not contain any financing information. On Friday, XX/XX/2021, I checked my email and saw that I had an email from CITIZENS ONE BANK indicating that my account was past due. I was shocked, especially since I had never received any correspondence from the company! I went to their website in the email and discovered that I needed an account number to login to it. On XX/XX/XXXX, to my surprise, I learned that CITIZENS ONE BANK had reported my account as 30 days past due to XXXX and XXXX. That following Monday ( XXXX XXXX ), I called the company and told them that I had never received any correspondence from them, not even an account number or statement. The customer service representative opined that perhaps it went to my junk mail and was deleted after thirty days. I told him that I would go ahead and pay the treadmill off at that time. He gave me my account number, and I logged into CITIZENS ONE BANK website and set up my account. I asked about my credit score and wanted to have the delinquent account removed from my credit report. The representative said another department handled that issue, but he would go ahead and submit a ticket for someone to call me about that process later. The customer service representative indicated someone from that department would call me in five to seven business days. I said okay, and stated that I needed to have that late payment removed from my credit report because I had not received any account information from CITIZENS ONE BANK. After completing the call, I paid the treadmill balance in full. On XX/XX/XXXX, I logged back into the companys website to see if my payments had been posted to the account. At that time, I discovered that I had made a math error and still owed the company {$5.00}, which I paid off on this date. After waiting for about three weeks and never receiving a call from CITIZENS ONE, I called the company on XX/XX/2021. I informed the customer service representative, XXXX, about my issue and what the representative told me the last time I called CITIZEN ONE. XXXX indicated that she did not know how to remove the delinquent account from my credit report. I asked to speak to a supervisor. About 10 minutes later, the supervisor, XXXX ( ID # XXXX ) came on the phone and stated that CITIZENS ONE had made a mistake and did not correctly notify me. I said that it is great that the company is willing to take responsibility for not notifying me, but I need to know when the company can remove that late payment from my credit report. She stated that someone would be in touch with me within three to five business days. I pressed her on this timeframe because this promise had been made during my first call and was not honored. She asked me to hold for a moment. When she came back on the line, she stated that, yes, CITIZENS ONE had made a mistake by failing to notify me. However, she lied and said that someone would contact me in XXXX to XXXX business days. CITIZENS ONE lied again! As of this writing, no one from CITIZENS ONE has contacted me to rectify this matter that this unethical company caused. Later that day, I googled CITIZENS ONE and discovered the company has a horrible reputation and is being sued by the Bureau of Consumer Financial Protection, a government agency. The Agency accuses CITIZEN ONE of failing to " investigate and appropriately resolve billing error notices ... '' and a host of other unsavory business practices. The list of accusations sounds very similar to my case. The government filed the lawsuit last year. I wish that I had this information before getting involved with this nefarious company. It appears that CITIZENS ONE 's customer service strategy is to lie to its customers and never make good on any promises provided by its customer service representatives. On XX/XX/2021, CITIZENONE falsely reported that I was 30 days late to the credit bureaus. Once again, on XX/XX/2021, this unethical company, CITIZENONE, falsely reported that I was 30 days late with a payment. Recall, that I paid the full balance by XX/XX/2021. So, CITIZENONE is spitefully ruining my credit with its lies that I am late on an account that I have a balance of XXXX. I seek your help in hold this nefarious and unethical company accountable for attempting to ruin my credit even after I have paid the balance off. I have attached the relevant documents to substantiate the facts that I have presented. The consuming American public needs to know about this unethical company 's despicable business practices. Shame on CITIZENS ONE for being a terrible corporate citizen! If you require additional information, please contact me via phone or email.
Company Response:
State: GA
Zip: 31322
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2021 I received an alert that my credit score had changed. When I went to XXXX XXXX site I saw there was a hard inquiry on XX/XX/2021 from Citizens Bank, XXXX XXXX XXXX. XXXX, RI XXXX. I had not authorized such anything from Citizens and immediately called them. No one could help me and there was no information. I then went to XXXX to dispute this but they said they could not make a change and that I would have to reach out to the FTC. That is why I have contacted you. My score dropped 3 points and this is unacceptable to me. Again, I did NOT authorize this hard inquiry and want it removed and also want to know how this happened. Thanks in advance for your help.
Company Response:
State: FL
Zip: 33496
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened an account with Citizens Bank on XX/XX/XXXX with an account opening bonus of {$300.00} with a direct deposit of {$500.00} or more within the first 60 days of opening the account. I had a direct deposit of {$510.00} to the account on XX/XX/XXXX ( 38 days after account opening ) and never received the bonus. I called them on XX/XX/XXXX to enquire about bonus and why I hadn't received it. The customer service representative verified my information and told me he would check with the marketing department and put me on hold. When he came back from hold he hung up on me. When I called back immediately after I got a different customer service representative and after repeating what I told the previous customer service representative, the customer service representative told me my account had been closed because of a XXXX balance. The customer representative first said that the account could be closed if there was a XXXX balance for 60 days. Then when I told him I hadn't had a XXXX balance for 60 days he changed it to 35 days and then again changed it to 7 days. I never received any communication about this nor did I ever receive anything saying my account had been closed. Additionally less than 5 minutes before my second phone call, the previous customer representative had verified my account information and hadn't said my account was closed. The second customer representative also proceeded to hang up on me. I called a third time and was told I would be transferred to a 'bonus ' department that the previous customer services reps never mentioned. Instead I was transferred to the loan department and had to end the call. Every time I try calling their customer service representatives they hang up on me.
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of 2020 me and my husband tried applying for a refinance on our home to get extra money to finish construction work on our home. A part of the application process was having a appraisal done on our home in which we paid Citizens {$530.00} on my XXXX card and someone did come out to our home around the first week of XX/XX/2020 to have it appraised. The appraisal we found out from Citizens ( XXXX XXXX was our loan agent ) that it didn't appraise out and that we could not get any extra money. We never did get a copy of the appraisal and now Citizens is saying a refinance was never done and they do not have a copy of that appraisal done in 2020. I have made a dispute with my XXXX XXXX due to paying for the appraisal with the card. They can not get Citizens to respond to the dispute. I have recently filed complaints with the XXXX XXXX XXXX, Bureau of Financial Institutions in Virginia ( that is where mortgage is out of ), Missouri Division of Finance, CAG, Helpwithmybank.gov, and the Missouri Attorney General 's office.
Company Response:
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: The lending institution is Citizen 's Bank, XXXX, XXXX XXXX XXXX, XXXX, RI In XX/XX/XXXX, I made a {$5000.00} payment on my car loan with the idea of paying off the loan ASAP. My monthly payments had been $ XXXX monthly. After, the {$5000.00} payment, I later learned that my monthly payments were reduced to {$58.00}, instead of continuing at {$160.00}, which made no sense. I had no inkling the payment terms had been changed until I called last week. I expected my balance to be close to being paid off due to the {$5000.00} payment and monthly payments of {$160.00}. I never changed my terms, never requested that my terms be changed nor did the bank inform me that my terms had changed from {$160.00} to {$58.00} dollars monthly. I spoke to a manager, XXXX, on XXXX XXXX, XXXX, Ref. No : XXXX and XXXX, on XXXX XXXX, XXXX, Ref. No. : XXXX. I calculate that {$1200.00} should have been paid to my loan had the bank not messed up changed the payment terms from {$160.00} to {$58.00}. I want things corrected. XXXX.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First, I closed a cash out refinance with Citizens Bank on XX/XX/XXXX. I began the process at the end of XX/XX/XXXX. There was to be no escrow for taxes or insurance as the loan is for {$180000.00} and the assessment of the home is {$400000.00}. The statement for XXXX shows an escrow for flood insurance of {$320.00} which was placed on the loan on XX/XX/XXXX. I had been quite clear with my loan officer, XXXX XXXX in the XXXX, CT office that I did not need or want escrow. There was no escrow included on the closing documents. On Tuesday morning XX/XX/XXXX, I spent 2 hours on the phone trying to rectify the problem. The customer service number Citizens Bank has listed on their app XXXX is only an automated phone service. You can not actually get any help. I called XXXX XXXX who was the loan processor. He tried to be helpful but said there was not much he could do. I called my branch in XXXX, CT and got a number that connected me with a person. He gave me the information that the escrow had been placed on the XXXX of XXXX for no apparent reason. He then redirected me to a person in charge of insurance. This person said since I do have the proper flood insurance, there was no need for the escrow and he would fix the error. It is now Saturday XX/XX/XXXX and the statement online still had the escrow of {$320.00} included for XXXX. Second, at the closing I was asked to choose the day I wanted money directly withdrawn from my bank account each month. I requested the XXXX of each month. Both the Citizens Bank Home Loan app and their online statement says that my payment was due on XX/XX/XXXX and that I am delinquent in payment. The gentleman in customer service assured me that my payment is to be withdrawn on the XXXX and that their app doesnt always make sense. The same information is also on Citizens Banks online statement. I believe that their error has now hurt my credit score. Third, they paid an incorrect amount of property taxes, which I recognized and paid.
Company Response:
State: CT
Zip: 06405
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A