Date Received: 2021-07-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: citizens bank would not do a charge back for XXXX dollors for something I ordered online that never arrived and the company I bought it from disappeared.
Company Response:
State: NY
Zip: 14612
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: This bank hates me each time I apply fir a credit card with them they decline me for stupid reasons which dont make sense recently I applied and was not instantly approved why did they do this to me when my credit has improved my debt to income ratio has gone down why cant they see that I wish XXXX he contacted by them
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Woke up to find my checking account XXXX due to an unauthorized debit transaction of XXXX $ from money lion? I also noticed my email account was changed on the mobile app. I spoke to customer service and immediately filed a claim spoke with XXXX XXXX the chairman of citizens bank who apologized for my inconvenience but I will need to wait until the claim is processed up to 10 businesses days before my money is refunded. I also expressed my concerns regarding the lack of security the bank has provided. She blamed the entire situation on me. Stated I needed to set up an alert system that they could not assist me with that. That I should have set up a new account and transferred all my information over to it, I should have changed my username and password ect. I was told on the first incident that occurred. I explained that the representative told me that the situation was taken care of, and no further action was required I also received the letter stating that my credit from the first incident would be permanent as the transaction was fraudulent and no further action was required from me. I am a XXXX XXXX of a XXXX XXXX XXXX I do not receive any assistance. I can not have my only source of income compromised by the bank. They allowed someone to alter my email address and take large amounts of money from my account with out even notifying me at all. And they refused to expedite the claim because they stated they are processing too many claims at the moment. I have no idea what I am going to do I have no money to take care of my kid or myself this is considered as an inconvenience to the bank and not an emergency as they are not taking any responsibility and are holding me responsible.
Company Response:
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them form all 3 credit reporting agencies. please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft XXXX XXXX XXXX XXXX Account Number : XXXX This is not mine. 2. Identity Theft CITIZENS BANK Account Number : XXXX This is not mine. 3. XXXXXXXX XXXX XXXX XXXXXXXX Account Number : XXXX
Company Response:
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX Citizens bank charged me an overdraft fee of XXXX dollars and my account never overdrafted When I tried getting it fixed I got every excuse from you cant see what we can see on the app we provide you so you need to log into a computer and check your actual account to make sure they match clear to the transactions that you have your card set to not be able to make if you dont have money overdrafted it, to we cant just take XXXX dollars out of your savings so you dont overdraft your account even though you have it, we instead need to charge you XXXX and it doesnt matter if you have it set up to not be able to use your card if its going to overdraft I am sending pictures They charge what I can see and what days things are where on my ledger constantly and I feel like its a dishonest deceitful means to obtain overdrafts from ppl who had money in their accounts and wouldnt normally do it Its shady Its unethical And they need to go by what they show the customer on their ledger and not use the excuse well you cant see the same stuff I can Ok why??? Thats disturbing My version of my money I let Citizens hold, shows I never went into red
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Citizens bank can not provide reasonable accommodations to consumers who do not communicate effectively via telephone. When a customer contacted Citizens Bank via a secure messaging system requesting that the customer 's account is opted out of sharing information and from marketing Citizens Bank refused to honor the request as can be seen in the attached document.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a promotional flier from Citizens Bank for the following : {$300.00} for opening a new checking account, {$200.00} for opening a new savings account with {$15000.00} in new money and retaining that balance for 3 months, {$100.00} additional for doing both. The applications were submitted on XX/XX/XXXX. The account was not opened by Citizens until XX/XX/XXXX. The promotional flier has a clear table for payout schedule. For accounts opened in XX/XX/XXXX, " Bonus will be payed by '' XX/XX/XXXX. I reached to Citizens Bank on XX/XX/XXXX when I noticed the promotion bonus had not been paid. I spoke with an agent named XXXX who got me to a XXXX named XXXX. XXXX explained that they would have to look into the issue and get back to me stating a manager callback would happen in 24 hours. After no callbacks for 4 days, I reached out to Citizens Bank support on XX/XX/XXXX about the issue and spoke with a different gentleman whose name I did not get. He said the case XXXX XXXX XXXX had an update from that morning saying the bonus would be paid out " by XX/XX/XXXX ''. I have yet to see the payment. Later on the same day ( XX/XX/XXXX ) I received a call from a manager named XXXX at Citizens who confirmed they had an issue with the account opening which resulting in the promotion not being recognized. When asked why the bonus payment would not be applied sooner, XXXX stated " marketing only makes the payments one day a week. '' This is a clear sign of systematic fraud by Citizens Bank to renege on their advertised offerings and to delay longer any resolution of their reneging once brought to their attention.
Company Response:
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This is a continuation of my previous complaint that is in process of being permanently closed. Refer to CFPB Case Number XXXX Citizens Bank has responded in letter XX/XX/2021 which I only received During last week of XXXX ( they backdated their postsge meter and letter ) with a XX/XX/XXXX deadline to respond for payment. We agree on amount due {$2000.00} not {$4100.00} as printed incorrectly in every collection letters XX/XX/XXXX, XX/XX/XXXX and XX/XX/2021 and all other letters, paper statement correspondence this year. Since XXXX, I have been locked out of electronic account since I, I, put the lock on the account due to what I thought was electronic fraud and reported anomalies associated with the accounting and technological access. This deficit was only due to bank statement systems and most likely human interpretation of a credit balance of {$4100.00} as debt instead of credit. Additionally the bank statements balance incorrectly understated clients relationship total balance due to completely not reporting one of my accounts ending in XXXX which held more than XXXX credit at the time a third party bad check for insufficient funds was passed into my account for less than this amount. All year long to current, ( 6 months ) The bank stated they charged off my account and sent to collections for debt in the amount {$4100.00}. This included recorded phone calls seeking same dollar amount that was incorrect. There is currently a credit balance for this same amount {$4100.00} in the account that has been there all year. They had no right yo chargeoff the account after 30 days with all their errors collectively contributing to skewing information so negatively and incorrectly. This charge off was not published on my statements anywhere either nor doe the letter define what s chargeoff is. As well as reversal refund credits being posted incorrectly as a purchase instead of a credit. The banks reporting needs to be corrected and withheld from credit reporting agencies as well. I agree I do owe bank {$2000.00} after reviewing all statements I just received last week ( last week of XXXX ). I have not received appropriate letter with terms to review I good time and time to setup and choose payment options. I also do not think I should be given terms to pay amount due up front for 0 % interest now, 6 installment payments for 20 % interest over 6 months or 12 months at 50 % interest. I think I should be given terms to pay for 6-12 months at 0 % since it took them 6 months to clear up most of the financial issues but are wrongly reporting charge off amount in their documents. And there should be no chargeoff amount had bank statements been correctly stating statements when I walked into branch to get on demand. Systems were being overhauled at the time. Bank underreported {$10000.00} by understating XXXX credit card credit balance snd overpayment to credit card account unreturned on their reports as well as inaccessible systems and phone balances being completely different than paper statements. Note This has account has been missing for years on my statements despite being brought to your and banks attention previously. No answer at citizens bank Chairmans office today as well as account recovery at the corporation. I left messsge.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I visited Citizen 's bank on XXXX Street in XXXX, MA to close on a {$200000.00} HELOC which was to payoff my mortgage balance. The HELOC was for : XXXX XXXX XXXX XXXX, MA XXXX As of XX/XX/2021 the mortgage balance was {$6200.00} and the loan number was XXXX. On XX/XX/XXXX, I received confirmation the mortgage was paid off and applied to my HELOC but the bank paid {$10000.00}. Congratulations! We received your home loan payoff. Property Address : XXXX XXXX XXXX XXXX, MA XXXX Loan Number : XXXX HERE ARE YOUR PAYMENT DETAILS : Process Date : XX/XX/2021 Amount : {$10000.00} The HELOC should have paid off only {$6200.00}. I will have to wait 15-30 days for the difference to be mailed to my home yet the interest on the {$10000.00} will be charged for that period. The bank is wrongfully charging me interest on a higher balance. I question this practice of overcharging interest. Since Citizen 's is pushing this HELOC aggressively, I anticipate they are recognizing more interest on their earnings for this quarter.
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I used the Citizen 's Bank app to transfer {$1000.00} to my fiance in order to pay our monthly bills. Citizen 's Bank uses XXXX for this which is built into the app. When I tried to transfer the funds, I was told that the transaction failed and the money was not removed from my account. My fiance also received a notification saying that the transaction failed. I then transferred the money to my fiance through XXXX instead. However, the next day on XX/XX/XXXX the {$1000.00} was taken from my account by XXXX without ever informing me that it had done so or even asking for my permission to do so resulting in my account being overdrafted. In addition, despite the {$1000.00} being taken out it was never even sent to my fiance and so the {$1000.00} was simply gone. I immediately contacted Citizen 's Bank and filed a claim. It took over a week to get the {$1000.00} returned ( which was given to me on good faith from Citizen 's Bank, meaning that XXXX had not actually returned the money ). Despite the return of the {$1000.00}, this also caused {$250.00} in overdraft fees that have not been refunded despite it being caused by both Citizen 's Bank and XXXX. I've continually contacted both Citizen 's Bank and XXXX about this issue. XXXX has completely ignored me, telling me to talk to my bank to resolve the issue. Citizen 's Bank has continued to tell me they're looking into my claim ( which I was told would take 1-3 business days and was later told would take 7-10 business days ). It has now been 16 business days and I have not received the {$250.00} that was charged to my account due to their mistake and the only information I've received is that they are " looking into it '' despite it being long past the time I was told it would take to investigate the issue. The issue also has a very clear paper trail that I've well documented and so the investigation should not be taking this long.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A